Stateline Canine

Our client purchased a group obedience class on [redacted] for $This offer included a group class of lessons and a private session, totaling sessionsThe client attended the first classesOur trainer teaching the 3rd class, that took place on August 1, 2015, called and left a voicemail at 8:that morning to notify her that the class would be delayed minutes, starting at 10:instead of the 10:timeWe were not aware at that time, the only phone number that we had was a work number and that she would not receive the voicemail right awayThis was the only member of the class that did not receive the notification that the class was starting lateThe client was then surprised to find the doors still locked at 10:She was upset and emailed us to ask why the doors were locked and also posted a complaint on our [redacted] pageWe called and emailed her later that day apologizing for the inconvenience and offering to provide a free private session at our facility (normally $55) or at her home (normally $75), at a time that was convenient for her, to make up the class that she missedWe were not charging any additional fees for either optionShe denied accepting that offerWe explained to her that our classes are setup to allow dogs to miss a class (due to things such as work, sickness, etc.) without interfering with the advancement and completion of the trainingThis would allow her to join the 4th class with the dog still being able to complete the training in a fashionWe offered to give her a free lesson after the class was complete if she felt she was behind from missing the 3rd classThis option was also denied and she was not willing to attend the following classes, even with the extra assistance at the completion of the classShe was offered a refund for the class missed, totaling $27.50, and that was also denied because she wanted a full refund of $165.Our goal is to provide the training that the owners are seeking for their dog and are very flexible with making that happenIn many cases, we will provide extra training without charging clients so they are able to meet their training goalsWe greatly apologize for not contacting her in the most suitable way when the August 1st class was delayed! And we would love to help this client reach the training for her dog that she signed up for and are more than happy to allow her to join another class from the start, still providing the full sessionsFollowing the class, we will provide a private lesson at their home to help them transition the training to their home-life at no additional charge (a $value)And we are still happy to refund the $for the class that she was unable to attend on August 1st.Janet DTraining Director

Our client purchased a group obedience class on [redacted] for $165. This offer included a group class of 5 lessons and a private session, totaling 6 sessions. The client attended the first 2 classes. Our trainer teaching the 3rd class, that took place on August 1, 2015, called and left a voicemail... at 8:30 that morning to notify her that the class would be delayed 30 minutes, starting at 10:30 instead of the normal 10:00 time. We were not aware at that time, the only phone number that we had was a work number and that she would not receive the voicemail right away. This was the only member of the class that did not receive the notification that the class was starting late. The client was then surprised to find the doors still locked at 10:00. She was upset and emailed us to ask why the doors were locked and also posted a complaint on our [redacted] page. We called and emailed her later that day apologizing for the inconvenience and offering to provide a free private session at our facility (normally $55) or at her home (normally $75), at a time that was convenient for her, to make up the class that she missed. We were not charging any additional fees for either option. She denied accepting that offer. We explained to her that our classes are setup to allow dogs to miss a class (due to things such as work, sickness, etc.) without interfering with the advancement and completion of the training. This would allow her to join the 4th class with the dog still being able to complete the training in a normal fashion. We offered to give her a free lesson after the class was complete if she felt she was behind from missing the 3rd class. This option was also denied and she was not willing to attend the following classes, even with the extra assistance at the completion of the class. She was offered a refund for the class missed, totaling $27.50, and that was also denied because she wanted a full refund of $165.Our goal is to provide the training that the owners are seeking for their dog and are very flexible with making that happen. In many cases, we will provide extra training without charging clients so they are able to meet their training goals. We greatly apologize for not contacting her in the most suitable way when the August 1st class was delayed! And we would love to help this client reach the training for her dog that she signed up for and are more than happy to allow her to join another class from the start, still providing the full 6 sessions. Following the class, we will provide a private lesson at their home to help them transition the training to their home-life at no additional charge (a $75 value). And we are still happy to refund the $27.50 for the class that she was unable to attend on August 1st.Janet D Training Director

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I did not supply the company with my work number. I am guessing they copied that number off of my email. I was never asked for contact information in the event a class would be cancelled. I was not notified prior to the delayed class and I am still seeking $110.00 refund for the four classes I was denied. After the missed class I had received rude and inappropriate emails from the owner. I would not feel comfortable setting foot inside the business again after the comments made via email toward me.  I am not seeking reimbursement for the two classes which I did attend as mentioned in the company's statement.  I feel the $110.00 reimbursement for the four classes is the only option that is feasible. It was not my fault the class had to be changed and it was not my fault the facility did not acquire appropriate information to alert class members in the event of a cancellation.  I believe it is a poor business act to demean customers and to deny customers refunds they deserve due to inadequate communication on the business's part. 
Regards,
[redacted]

Our client purchased a group obedience class on [redacted] for $165. This offer included a group class of 5 lessons and a private session, totaling 6 sessions. The client attended the first 2 classes. Our trainer teaching the 3rd class, that took place on August 1, 2015, called and left a voicemail at...

8:30 that morning to notify her that the class would be delayed 30 minutes, starting at 10:30 instead of the normal 10:00 time. We were not aware at that time, the only phone number that we had was a work number and that she would not receive the voicemail right away. This was the only member of the class that did not receive the notification that the class was starting late. The client was then surprised to find the doors still locked at 10:00. She was upset and emailed us to ask why the doors were locked and also posted a complaint on our [redacted] page. We called and emailed her later that day apologizing for the inconvenience and offering to provide a free private session at our facility (normally $55) or at her home (normally $75), at a time that was convenient for her, to make up the class that she missed. We were not charging any additional fees for either option. She denied accepting that offer. We explained to her that our classes are setup to allow dogs to miss a class (due to things such as work, sickness, etc.) without interfering with the advancement and completion of the training. This would allow her to join the 4th class with the dog still being able to complete the training in a normal fashion. We offered to give her a free lesson after the class was complete if she felt she was behind from missing the 3rd class. This option was also denied and she was not willing to attend the following classes, even with the extra assistance at the completion of the class. She was offered a refund for the class missed, totaling $27.50, and that was also denied because she wanted a full refund of $165.Our goal is to provide the training that the owners are seeking for their dog and are very flexible with making that happen. In many cases, we will provide extra training without charging clients so they are able to meet their training goals. We greatly apologize for not contacting her in the most suitable way when the August 1st class was delayed! And we would love to help this client reach the training for her dog that she signed up for and are more than happy to allow her to join another class from the start, still providing the full 6 sessions. Following the class, we will provide a private lesson at their home to help them transition the training to their home-life at no additional charge (a $75 value). And we are still happy to refund the $27.50 for the class that she was unable to attend on August 1st.Janet DTraining Director

Our client purchased a group obedience class on [redacted] for $165. This offer included a group class of 5 lessons and a private session, totaling 6 sessions. The client attended the first 2 classes. Our trainer teaching the 3rd class, that took place on August 1, 2015, called and left a voicemail...

at 8:30 that morning to notify her that the class would be delayed 30 minutes, starting at 10:30 instead of the normal 10:00 time. We were not aware at that time, the only phone number that we had was a work number and that she would not receive the voicemail right away. This was the only member of the class that did not receive the notification that the class was starting late. The client was then surprised to find the doors still locked at 10:00. She was upset and emailed us to ask why the doors were locked and also posted a complaint on our [redacted] page. We called and emailed her later that day apologizing for the inconvenience and offering to provide a free private session at our facility (normally $55) or at her home (normally $75), at a time that was convenient for her, to make up the class that she missed. We were not charging any additional fees for either option. She denied accepting that offer. We explained to her that our classes are setup to allow dogs to miss a class (due to things such as work, sickness, etc.) without interfering with the advancement and completion of the training. This would allow her to join the 4th class with the dog still being able to complete the training in a normal fashion. We offered to give her a free lesson after the class was complete if she felt she was behind from missing the 3rd class. This option was also denied and she was not willing to attend the following classes, even with the extra assistance at the completion of the class. She was offered a refund for the class missed, totaling $27.50, and that was also denied because she wanted a full refund of $165.Our goal is to provide the training that the owners are seeking for their dog and are very flexible with making that happen. In many cases, we will provide extra training without charging clients so they are able to meet their training goals. We greatly apologize for not contacting her in the most suitable way when the August 1st class was delayed! And we would love to help this client reach the training for her dog that she signed up for and are more than happy to allow her to join another class from the start, still providing the full 6 sessions. Following the class, we will provide a private lesson at their home to help them transition the training to their home-life at no additional charge (a $75 value). And we are still happy to refund the $27.50 for the class that she was unable to attend on August 1st.Janet D
Training Director