Service Dog Certification of America

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Jamie called and was very apologetic about the problems we were having with Service Dogs of American and assured me that their staff member that was responsible for lack of service and communications had been dismissedShe asked me to send copies of orders placed, paid for and not received and they would reimburse that cost, in addition they would send the two replacement vest in the correct sizeTo date nothing has been doneI have left several messages on two different numbers I have for them and NEVER RECEIVED a returned!! In those messages I have left a new contact number for me so I feel there is no reason for them to not return my calls###-###-#### [redacted] Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Customer Complaint ID# [redacted] -Owner ***-DogPhone #: ###-###-####Date of Complaint: 5/15/Date of Company Compliance: 01/13/16SDCA [redacted] ###-###-#### Our sincere apologies to the oversight of the above said customer, [redacted] , and her dog, *** On occasion, we have shipped out the wrong vest size, due to the fact that the customer has measured their dog's girth incorrectly, or one of our shipping team members simply put the wrong size in the kit on accident [redacted] shipped back the size Medium vest that did not fit ***, and was to receive a size largerWe also had an ongoing issue with our Tag Engraving machine, and our customers were notified of this problem with a letter in their kit, with the promise that they would be receiving their Etag within the following next weeks, but [redacted] and [redacted] did not receive their tagAfter a frustrated [redacted] tried to correspond with our company, she was unable to receive any type of resolve, so she went to order a vest for [redacted] as they love to visit her Father and other friendly patients at the VAMC hospital for VeteransShe ordered separate vests as replacement items for ***, at: [redacted] This is our website where you may order any additional items for your dog, after you have purchased your kitShe claims she did not receive the vests she ordered either! Honestly, I have no idea how so many important details were neglected for [redacted] and ***! We strive to be the leaders that we are in the Service Dog Industry, however, they have had lack of quality customer service and attention to detail, and they had not not received any type of resolve for their situationI spoke with [redacted] today, so we could resolve the situation for the better and get them the items they needed, size Large vest, Engraved Tag, and a refund for the additional item vests that she orderedAll were granted and she was very kind and patient about the mistakes we had madeTo compensate [redacted] further, we issued her a verbal and email credit for any additional items that she wish to order for ***, anytime in the future, for the lifetime of the dogWe take our business reputation and customer service seriously and have rectified the situation internally, by firing the employee whom was responsible for this incidentWe look forward to doing business in the future with [redacted] and ***They have received the items they paid for, a refund for the additional vests ordered, and a future credit for any additional complimentary itemsSDCA and the Abrogast party are both satisfied with this decision and the air is now been cleared to further our business relationship for future correspondenceAgain, we offer our most sincere apology to ***, [redacted] and their familyWe appreciate your patience in this matter and take full responsibility for the lack of commitment we had regarding their business transactionSincerely, SDCA Jamie Z [redacted] ###-###-####

Customer Complaint ID# [redacted] and [redacted]-Owners [redacted]-DogPhone #: ###-###-####Date of Complaint: 10/9/15 Date of Resolve: 1/13/16SDCA1416 Dr.MLK JR.AVE,NE ALB, NM 87106 ###-###-#### The [redacted] family received incorrect items in their certification kit for their dog, [redacted]. The...

vest were too small and the Engraved Tag, were both switched in the box for a different dog. When the [redacted] family tried to contact SDCA, they were not able to reach us immediately, as we answer the calls in the order received, but had phone calls that needed to go out in a more timely manner. They instantly went to the Revdex.com and filed a complaint, before they were able to speak to someone at our company, which we take full responsibility for, and have made corrections that this will not happen again in the future, and thusfar, it has not. We corrected the mistake as soon as we had talked to the family and we sent them the necessary vests, in the correct size that they ordered for their dog, [redacted], and we remade and sent the correct Etag, to suit their needs. Both parties are now clear of any problem that did exist, and we look forward to doing business with the [redacted] family in the future. We send our most sincere apology for the mix-up. It was an honest mistake, and we will work harder to improve our quality control, prior to shipment of the certification kit, and to improve our customer service standards when our customers reach us via phone. Sincerely, SDCA Jamie Z[redacted] ###-###-####

Complaint: [redacted]
I am rejecting this response because: Jamie called and was very apologetic about the problems we were having with Service Dogs of American and assured me that their staff member that was responsible for lack of service and communications had been dismissed. She asked me to send copies of orders placed, paid for and not received and they would reimburse that cost, in addition they would send the two replacement vest in the correct size. To date nothing has been done. I have left several messages on two different numbers I have for them and NEVER RECEIVED a returned!! In those messages I have left a new contact number for me so I feel there is no reason for them to not return my calls. ###-###-####[redacted]
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

Customer Complaint ID# [redacted]-Owner [redacted]-DogPhone #: ###-###-####Date of Complaint: 5/15/15 Date of Company Compliance: 01/13/16SDCA[redacted] ###-###-#### Our sincere apologies to the oversight of the above said customer, [redacted], and her dog, [redacted]....

On occasion, we have shipped out the wrong vest size, due to the fact that the customer has measured their dog's girth incorrectly, or one of our shipping team members simply put the wrong size in the kit on accident. [redacted] shipped back the size Medium vest that did not fit [redacted], and was to receive a size larger. We also had an ongoing issue with our Tag Engraving machine, and our customers were notified of this problem with a letter in their kit, with the promise that they would be receiving their Etag within the following next 2 weeks, but [redacted] and [redacted] did not receive their tag. After a frustrated [redacted] tried to correspond with our company, she was unable to receive any type of resolve, so she went to order a vest for [redacted] as they love to visit her Father and other friendly patients at the VAMC hospital for Veterans. She ordered separate vests as replacement items for [redacted], at: [redacted]. This is our website where you may order any additional items for your dog, after you have purchased your kit. She claims she did not receive the vests she ordered either! Honestly, I have no idea how so many important details were neglected for [redacted] and [redacted]! We strive to be the leaders that we are in the Service Dog Industry, however, they have had lack of quality customer service and attention to detail, and they had not not received any type of resolve for their situation. I spoke with [redacted] today, so we could resolve the situation for the better and get them the items they needed, 2 size Large vest, 1 Engraved Tag, and a refund for the additional item vests that she ordered. All were granted and she was very kind and patient about the mistakes we had made. To compensate [redacted] further, we issued her a verbal and email credit for any 2 additional items that she wish to order for [redacted], anytime in the future, for the lifetime of the dog. We take our business reputation and customer service seriously and have rectified the situation internally, by firing the employee whom was responsible for this incident. We look forward to doing business in the future with [redacted] and [redacted]. They have received the items they paid for, a refund for the additional vests ordered, and a future credit for any 2 additional complimentary items. SDCA and the Abrogast party are both satisfied with this decision and the air is now been cleared to further our business relationship for future correspondence. Again, we offer our most sincere apology to [redacted], [redacted] and their family. We appreciate your patience in this matter and take full responsibility for the lack of commitment we had regarding their business transaction. Sincerely, SDCA Jamie Z[redacted] ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]