Natural Dog Behavior

Initial Business Response /* (1000, 8, 2015/09/21) */
I must start out by saying that these people contacted me through my companies submission form! I did
not seek them out!
I sent a response to their submission requesting a time to be set for a phone call so I can ask a few
questions
to determine what program their dog needs! This call also gave me the opportunity to tell
them about that program, what it entails and the costThen they were given the option with proceeding
or to decline the program! This is always your choice!
During this initial phone consult I had with him and his wife it was decided that they did in fact wish to
proceedThey told me that they were very impressed by my professionalism and the questions I asked
were exactly what they were expecting! They also mentioned that they had spent one year searching for
the right person to help them with their dog and after speaking to me they said they were very
fortunate to have someone that has the knowledge and credentials that I had!
They also were very pleased when I told them about my education and my credentials and how
impressed they were with them! I also told them that every bit of information I give them is backed by
peer reviewed empirical data that has been done through years of researchTheir exact words
were " yes, that is exactly what we are looking for" " someone who has an education and knows about
dogs"
After all this praise and their commitment to the program I mentioned to them that I do take payment
up frontThey responded by telling me it was no problem and the cost was nothing when you find the
right personI did not TAKE their money as they stated in their angry reviewThey gave me their money
free and clear with the option to decline at any time
Next we set up an appointment for an assessment! Upon arriving I was greeted warmly and invited into
their homeThere were a few minutes of general banter to get to know each otherAfter about
minutes I engaged their dogs in what is called an active greetingNo issues!
I then began to explain to them how dogs perceive informationThey gave me a scenario and told me
what they thought their dog was doing and why it was doing it! I then described to them what was
actually happeningThis is where everything started to deteriorateIt was clear to me that they took
offence to something ( I now know it was because they simply did not like their information to be
challenged ) I will remind everyone again at this point: THEY CALLED ME!
He became very angry, red faced and almost to the point of shakingI tried to redirect the situation by
continuing with my assessmentIt was determined that there was a lot of stress and anxiety in the home
and I knew then whyI continued to give them information and this is when he started telling me that
the info I was giving them was ***
I mentioned that the information is sound scientific research and has been proven to be fact countless
times! He told me in his own words " science is ***, empirical data is *** and he does not
believe in it" This is contrary to the praise that he and his wife heaped upon me on our initial phone
consult when they told me that science and empirical data was exactly what they would expect from a
professional!
I then tried again to give them more info and again he implied I was a liar and the info was ***
Again I remind everyone that THEY CALLED ME! I asked him if he knew all the answers he wouldn't need
help with their dogHe told me that he DID need help but my info was again, bu***it!
I am the professional and they are not, THEY CALLED ME and then tell me I'm wrong with absolutely
zero evidence to support their assertions! If they knew all the answers they would not have CALLED ME!
He just kept getting angrier as the minutes pastI then realized that it did not matter what I said he does
not like to be challenged and he cannot handle that factsHe even told me that in his business it is
common for him to confront everyone to see where they stand
I will not stoop to being bullied or to reduce myself to childish, immature, kindergarten, sandbox logic
I was the only one who remained calm even when confronted with this abuseThat is another sign of
being professional! I gave them every opportunity to reconsider their position but all efforts fell on deaf
ears!
I then asked out of professional curtesy if they wanted to continue with the programHe gave me a very
clear "NO"!
It is clear that they could not grasp even the most basic informationNor would they even try to
understand!
That's when I left and the threatening emails beganThese I will save
At no time did I ever say we were "incompatable" as stated and at no time did I "argue" with them! I did
not "storm" out of their home as stated!
Initial Consumer Rebuttal /* (3000, 10, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to start out by responding to the first statement in the replyYes, this is how it is done, customers go looking for businesses, not the other way around, so I'm not sure why you feel it is important to point our repeatedly that "WE CALLED YOU" and that you "did not seek us out"This is redundant
We do, in fact, feel we were duped into thinking you were the one who would be right for us and our dogFrom the phone call we had with you we really honestly thought you were on the same page as us and that you were going to work constructively with us to teach us how to help our little guyWe paid you $up front for sessions, based on our hopes from a phone callWe would do anything for our dogsSo, yes, the phone call did go well; it was everything we hoped for
Then you came into our home and the first thing you did was what you called a passive greetingYou ignored the dogs and engaged us in some idle chit chat for minutesFine, ignore the dogs, that's part of what you are trying to teach usBut, idle chit chat at almost $150/hr seems a bit wastefulCould you not at least talk to us about what we can expect from you during this assessment? We didn't say anything, we were trying to be polite; but, it was annoying
Then you told us that you are not here to make personal criticisms and that we should not take anything you say in that wayOk, here the guard went upWe are willing to admit when we are making mistakes and we are open to new ideasThen you commented on our dog doorAdmittedly here we became somewhat defensiveWe disagreed with you about allowing our dogs freedom to go outside when they choose toThen there was the matter of getting up at night with themYes, we disagreed with youYou explained to us about "status" in our group of humans and dogs, you explained that dogs are not capable of reasoning and that they are not capable of love or hateNow we really disagreedYou said you had scientific evidence to support thisWe disagreed
You began asking my husband why he was being so confrontational, combative, and loud, exclaiming that you yourself were being calm and collectedI said "exclaiming" because that is what you were doingYou were not being calm and collected, you appeared to be quite angry that we were questioning you, and you said you had scientific proof to back you up, while we had nothing, and yet when asked for the proof you said you could send it to usIt did not seem to us like you were prepared for the assessment at all
You kept asking us if we wanted you to leave, if we were done, because you believed we clearly did not want your helpMy husband said no, we don't want you to just leave, that we do need help and that we needed you to explain why your way was rightWe still didn't even know, yet, what your way was going to beYou became very convinced that we were not compatibleMy husband tried to ask and understand why, if you are here to help us with our dog, and you believe you already know what the problem is and how to help him are you not able to understand why we would be feeling defensive, and how you are not able to help us come around to your philosophy? We have always believed that any problems our dogs may have are not their fault but rather our lack of understanding, and we sincerely hoped that you would be able to help us understandYou did not seem very interested in helping us to understand why our dogs don't love us
You then became very agitated, kept asking us if we wanted to carry on, and finally closed and zipped up your notebook, and loudly declared that you "Fire us as customers" and walked very briskly for our front doorWe didn't try to stop you, although we were alarmedAs you were leaving, I asked you to please discuss reimbursement and you loudly proclaimed "NO" we would never get our money back, that we should have read the fine print when we agreed to do business with youI would like to state, and I stand by this statement as truth, that we did at no time give you a very clear NO about continuing with your programYou fired us as customersThese were in fact your exact wordsAs for storming out, again I stand by this as the truth, you did in fact storm out of our house, to the point where our neighbor actually came to their door upon your departure and asked us if everything was ok, and if we needed help with somethingAs for not grasping even the most basic of information, nor understanding, I claim this as a biased opinion and one that clearly identifies that you were not willing to help us understand
When you left you told us we should have been more careful in doing business, that we should have read the fine print, and that we would not get our money backWhat can I say? You were right, we should have been more cautious when agreeing to do business with youWe were perfectly willing to pay you for your time spent with us that evening, we were not trying to be unfairIn fact, after you left we sent you a very nice email asking for reimbursement, to which you did not reply at allAnd I would be happy to supply this email upon request
I stand by my original review of your business, and I said nothing falseWe were, regrettably, incompatible with your ideas, and, yes, you did take our money
I believe that everyone who considers doing business with you should at least be cautioned before committingIf others are compatible with your ideas and are helped by you then I am very happy for them and I wish them all the best
In closing, my complaint stands, there is nothing I would change about itIt is a truthful and honest account of what I happened to us and I cannot begin to express my disappointment with Natural Dog BehaviourNot only did you not satisfy our needs, you left us without the financial means to shop elsewhere
Thank you,

Revdex.com:
Thank you for taking the time to review the case I have with this appalling company. Below are the emails I received in reaction to the Revdex.com complaint I had put in(Not to my surprise there has been another complaint on this business) Please read the highlighted aggressive and very un-proffessional tonesThis person is not a veterinarian and has no proffessional experienceMy dog is ill and has been to the vet and has been diagnosed with several things that are a result of the behaviorLearning to "sit" and having a grown man roll around on my living room floor is absurd and would not result in the correction of behavior.I don't want to pursue this any further *** *** *** *** *** *** *** *** ** *** *** *** *** ** *** *** *** *** *** *** *** ***. At least this will be posted for everyone else to see. Thank you. Press the Enter key to open the contact card." "unicode-bidi: embed; direction: ltr; -webkit-user-select: text; cursor: pointer;">*** *** Reply|Fri 09-16, 9:PMYouPersonal EmailsYou forwarded this message on 2016-09-9:PMYou did threaten me with your letter to the Revdex.comIf you had an issue the first place to look to resolve it would be the sourceYou did not contact me once and now you decide you want a refund?You should be angry at yourself for not reading and complying with the policy!Your opinions and feelings are irrelevantThis was not about you, ever! It was about your dog who by the way has a behavior issue NOT an illness!On the matter of negative reviews, all companies have them! If you actually did the research my company has a much higher percentage of positive reviews than negative.Again your idle threats of legal action or any other are trivial!Sincerely,SEPress the Enter key to open the contact card." "unicode-bidi: embed; direction: ltr; -webkit-user-select: text; cursor: pointer;">*** *** |Fri 09-16, 7:PM***, I had never issued any threats and any further accusation of this is considered deformation of character and I will have to involve legal action so I would be careful with what you say over emails. The fact that you completely and utterly disregard clients opinions and feeling makes me now understand why I have heard so many bad things about your business. At this point and time I do not wish any further contactA business such as yours and the way your conducting yourself will eventually reflect on your "success" and the reputation you have or (lack there of). You will now be blocked from my email list. Sent from my iPhoneNEPress the Enter key to open the contact card." "unicode-bidi: embed; direction: ltr; -webkit-user-select: text; cursor: pointer;">*** *** |Fri 09-16, 2:PMDear Miss ***, How you choose to proceed is your prerogative. For any party that is interested, I will be more than happy to provide a copy of the terms and conditions you read and agreed to. These terms stipulate very clearly our process and your responsibility to that process. I will also provide for them every email that was sent between us, these emails only contain my reiteration of those facts and your complete disregard (and disrespect) for our protocols. When it comes to behaviour protocols, that is non-negotiable. My responsibility is to the dogs and the process - not your ego. There has been no breach of contract, no malfeasance or misfeasance by Natural Dog, our position has been very clear. You have not been denied service, we have not withheld any part of the service we agreed to provide. Feel free to point out which part of our agreement has been breached: the fact that you choose not to continue is your decision, that is not a breach of contract. The problem is that you took us to task initially because you were upset that we hadn’t contacted you, this was done with a very demanding and terse email. We had received no weekly updates from you, or any other form of contact and that it was your responsibility (as part of our process) to do so. Instead of realizing and gracefully accepting that it was you who dropped the ball Getting angry and demanding doesn’t make you right, so make all the empty threats you wish, it won’t change the facts.Regards, *** ***, ADBCDog BehaviourNatural Dog Behavior(Edmonton)2522www.naturaldog.ca***Natural Dog Behaviour promotes harmony between humans and companion dogs through understanding and communication based on positive interactions only.We do not use or endorse any training technique or device that uses dominance, physical punishment or harsh correction

Dear sir,This is in response to a complaint filed against my company, Natural Dog Behavior. I must start out by saying that Mrs*** contacted me through my companies submission form! I did not seek her out!I sent a response to her submission requesting a time to be set for a phone call
so I can ask a few questions to determine what programbest suites their dogs needs! This call also gave me the opportunity to tell them about that program, what it entails and the costThen she was given the option with proceeding or to decline the program! This is always their choice! I mentioned to her that I do take payment up front and she responded by telling me it was no problem and paid (credit card ) without question! I then sent her all the appropriate documents including the Company Policy and stressed in the email that it is very important to read this document thoroughly as it contains important information regarding Position Statement, Terms and Conditions, Compliancy and Scheduling.Here is the link to said Policy which is sent to all clients and it is also on my web page for public viewing!http://naturaldog.ca/policy We then set up a date and time for an assessment of her dog! After the assessment we then set a date and time for the first sessionWe met for that appointment and I gave her a Protocol to follow making sure she understood how to perform it properly and why it is necessary to give the dog this information.Before I left I asked her if she understood everything and she replied “Yes”I then mentioned to her not to forget the weekly updates which I also gave her in the accompanying email with the written instructionsHer and her fiancé were both quite pleased with the information given! It was approximately three weeks later that I received an email asking for another session which we set upI arrived at the scheduled time, demonstrated the protocol, had her perform it and asked if she understood how and why it is beneficial for the dog and she replied “Yes”. When someone nods their head and says yes I do not doubt themAgain she was pleased with the information I gave her.I then sent her the accompanying documents to the procedures given her at the session. This is the last I heard from her. It clearly states in the policy;If Natural Dog Behaviour receives no contact or updates from you for a period of days, it will be determined that you no longer wish to continue and your program will be cancelled. These are very simple guidelines to follow and a very high percentage of clients can and do follow them.There was never any indication that she was unhappy with the process! This is the first I have heard anything negative from her! Sincerely, *** ***, ADBCDog BehaviourNatural Dog Behavior(Edmonton)2522www.naturaldog.ca***Natural Dog Behaviour promotes harmony between humans and companion dogs through understanding and communication based on positive interactions only.We do not use or endorse any training technique or device that uses dominance, physical punishment or harsh correction