Positive Paws K-9 Training & Doggy Daycare

This client signed the Contract on April 9th (not May as stated in their complaint)They came to us because their dogs have fear issues and to learn basic commands. When we began their training we did start out with approximately minute classes. The dogs were so fearful that
they would not come out from under the chair except to go to the owners. This does not mean that you lose the time that you have paid for, as it would carry over to be used later. The dogs just couldn't train for minutes initially. And it is very important to stop on a positive note and not push the dogs over their thresh hold.We felt that our doggie day care could greatly benefit these dogs with both confidence building (helps with the fear issues) and socialization with other dogs. We charge $540/dog/month, but we gave them weeks of FREE day care because we really wanted to help these dogs. It was a while before they would "come out", but eventually they did and we were all so happy and proud. Even the Dad stated, at one point, that the dogs were finally happy to come and not fearful about coming to day care.As far as no communication about the training during the day...day care was for the confidence building and socialization....not training with ***. Whichever parent picked up the dogs would have had communication about the day with whomever was working in day care. So, there was daily communication during that period. And we encourage all clients to see their dogs on the cameras that can be accessed on our website.As far as videos that were supposed to be sent, we do encourage clients to video during the training class to have for their homework. However, we do not take videos and send them to clients. So, there was a misunderstanding there and I am sorry for that.The clients never mentioned any dissatisfaction of training and actually made comments that they were seeing progress, especially in ***. Unfortunately, she was typically late for classes which had started on time with the Dad and the dogs. This is a big setback as the excitement from the parent entering becomes the total focus for the dogs and it can take a bit of time to get them back into training mode. Maybe this is why she felt we "repeatedly went over the same teachings".Another factor was that they did not do their homework, which was obvious when the training class starts. They said they had been too busy to train with the dogs at home except for short periods. When asked if they were keeping the leashes on for their homework training they stated - sometimes. It is important to have the leash on during this time to let the dog know that you are the one in control.Dog training is a long-term commitment. There are no quick fixes and daily homework is imperative to success.I cannot address the Boarding issue as this is not part of Positive Paws. However, my dog has stayed there and was happy and well taken care of. Also, we have Positive Paws clients that take their dogs there time after time. I have been to ***'s house and it is clean and the dogs are well cared for and loved on. I believe that see wants to address this with you as they were very upset about the accusations. I do know that the boarding was during the time they were training, so why wasn't something said then?!The last class was July 20th at the park and they did have the class. This means that trainers leave this facility and meet the client at the park, which is not protocol. The reason for the meeting in the park was to work on leash walking and their concern about distraction control.At the end of that class, she stated that they were getting ready for some trips coming up and a family reunion and it would be a while before they could schedule their next class. She said she would contact us and that it would likely be September before they were ready to continue. So, I don't understand the statement that they had not seen or heard from us....she was the one that said she would be in contact when she was ready to return to training.We would very much like to continue with the training and continue the good progress we were makingResolutions:1. Continue training with *** (Manager & Head Trainer) and be sure everyone is on the same page2. Restart training with a different trainerWe look forward to resolving this!Positive Paws Team Appointments are made at the end of each training class, so I don't understand that she had to "initiate appointments after not hearing from her for weeks at a time"

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.First, I would like to point out that we can no longer trust this business as most of their reply for resolution is dishonest and completely falseI provided an email sent to ***(the trainer) on 6/3/asking for answers as we had received no communication at all and wanted answers to how things had progresses and what the next course of action would be for our dogsI also have text messages where I had asked *** for informationWe always had to track her down and appointments were not made after each session*** repeatedly made statements that she would send us photos, videos and updates on our dogsShe stated thisWe never received onePeriodAs for saying we would get back to *** in September, completely falseNever stated such a thingWe went on vacation for week*** had our dogs while we were awayLast weekend in JulyShe knew we were backWhy would we need to wait until September to schedule our next session from July 20th? Makes no senseOur entire complaint is based on lack of communication from Positive Paws along with what we were "told and sold" did not match up with actual training of our dogsNever signed up our dogs for fear issuesWe brought these puppies in for behavioral training and never mentioned "fear issues"What we were sold was simply bait and switchOnce money was paid in full, no communication at all and the agreement was not adhered to at allAs I stated before we don't want others to be sold and convinced as we wereIt's wrong and dishonestThis is not the way to do businessAlso , I was late by a few minutes time at our last sessions and NEVER any other timeTotally false! Oh and NEVER was there any form of communication when my husband picked up dogs from daycareNEVER! We never knew our our dogs were doing in daycare - which on a side note we never asked for daycare! The dogs were in fact covered in urine upon pickup following vacationPeriod! Why would we make up something like this as we had nothing to gain? All false! Yes, contract was signed in April and not May! Not a big deal in the scheme of my complaintFinally, the bottom line is we cannot do business with a company that lies to protect their reputation!
Regards,
*** ***

On March 26, 2015 [redacted], along with her family, brought their dog in for a free assessment for their dog [redacted].They explained to us that they have had ongoing problems with dog-on-dog aggression issues that have resulted in several dogs left needing serious surgeries as well as a canine...

fatality.We understood the seriousness of the situation and accepted her dog in hopes of rehabilitation through positive and choice teaching methods with no guarantee that the training would be effective for a dog that has already attacked other dogs.We stressed the importance of the family being a huge part of the training and homework and the hours it would take to train their dog.We explained to her how we came up the $3,000 and how much time was going to be needed by our trainer, as this was not going to be a quick fix, but rather a long-term commitment.  Also, there was the fact that [redacted] could not train when other dogs where here and that meant after-hours and/or Saturdays.The Contract was reviewed and it was explained that once the tuition is paid, there are no refunds.  She was given EVERY opportunity to walk out without signing a contract.  Actually, it was advised that she take the evening to think it over.  She stated that she really wanted to make a difference and train her dog using our positive training methods and was willing to give 100%.On April 2, 2015 Positive Paws received a phone call from [redacted]'s boyfriend, asking us for a refund stating that [redacted] did not think things through and wanted to cancel the training completely,  He stated that they had understood that our policy is no refunds after tuition is paid and admitted that that was clearly stated at the assessment.  He said he understood.[redacted] called the next week to schedule her training with [redacted].   That appointment was cancelled the day of the training because it was raining and she lives an hour away, however she informed us only 30 minutes before the scheduled training and after we had left her 2 messages about confirming her appointment.  The second appointment was cancelled due to her being sick.   The appointment was rescheduled, and that is where it went south.  There was a lot of back and forth with our receptionist and [redacted] on a date that worked for everyone.  I don't know who was "in the wrong" with this appointment, but we felt awful when we found her note that she had been there Saturday and no one was there.  It is correct that we did not contact her until late morning, but we run a doggie day care and that is a very  busy time with drop offs.We sent an e-mail to her to tell her that we would reimburse her for her gas and come to  her home to do an in-home training to make up for the confusion.  She declined.As far as e-mail not being a good way to conduct business, I take issue with that.  First, it is the quickest way to get most people.  We do not have time to track people down by phone.  Second, it is a written record that can be referred to in a case such as this.I do not think we were rude in our e-mails.  It did become frustrating to be asked the same thing over and over.  I can fax these to you, if you would like.Thank you[redacted] & [redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There never was a canine fatality, but that is not pertinent to the case. Their response did not provide a resolution, therefore there was no offer to consider. Most of it parralled my summary. After my initial "buyers regret" I took all necessary steps to start training, bought all products suggested, and started the at home training suggested, and I actually SHOWED up for the appointment.  I stand by the fact that a call on the Monday after the missed appointment would have solved this issue and we could have moved forward. It was after I realized that I would not receive a call that I decided I wanted my money returned. I also maintain that after my call to other business to 1. Verify the owner knew about the situation 2. To discuss an alternarive, if I would have receiced a call I this matter could have been resolved. Having a record via email is fine but there is something to be said for customer service. No service have been rendered because of their scheduling mix up and this point I do not believe there could be a productive working relationship 
Regards,
[redacted]