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    ComplaintsforOn Cue Animal Training

    Dog Training
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    Complaint Details

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    • Complaint Type:
      Customer Service Issues
      Status:
      Answered
      In October 2023 I purchased 4 training lessons, totalling $1127, with my dog. 3 have been fulfilled. ****, the trainer, has confirmed in writing only 3 have been fulfilled. I am asking for a refund of the last lesson as she has not fulfilled it and ignored my initial contact to book this lesson. I would like a refund of $281.75 for this lesson. (It involved needing to wait for next vet appt which has now occurred as she would not reply to me) Independent to the above, i also purchased a board and train package where she emailed me a price list titled board and train and a price list of packages. I chose a package for $980 total. I paid that promptly after I asked how much boarding was between training. She replied no additional charges for boarding. She accepted payment and no further billing was issued. As well he would need decompression time before lessons. She also replied she could not train him for an hour a day and would only be doing 10-15 min at a time to avoid as much stress as possible. Upon return of my dog 20 days later she stated in text, only 2/4 lessons were complete. I had 2 remaining lessons that I paid for. After several attempts to contact her April 30, May 13, to book remaining lessons and no reply I asked for a refund on June 1 of lessons I rendered. ( over 3 months later) only then does she reply there are outstanding balances to be paid. She is refusing and will not issue a refund of the 2 lessons. ($480) Plus the last lesson from the first paid package to which packages were independent of each other. There was never a bill sent. No Contract. No Mention of any outstanding balance when paid No info stating any other amount to be paid above the $980. (As I asked when dropping him off and was told no further fees) until I asked for a refund. I would like a refund of these lessons not served to myself and my dog totalling $771.75 I do have copies of the package I was sent as well as text confirmations of outstanding lessons.

      Business response

      24/06/2024

      I met the guy on a market place he wanted his patio done the exact same day but couldn’t pay the rate I gave him 450 flat rate personally a side job from me and he needed pressure washing as well. Said he only had 400 to spend and I was home it was my day off and he lived close so I said listen man I’ll give you pressure washing for free and you can just give me personally cash if you have you own paint. So I went and did this as a favor and spent 11 hours with n his patio and it was dark at 8 pm at night I had everything done except his 4 steps . I cleaned up and put everything in his paint bucket and layed it to the side and left because I had our personal vehicle and my wife had to be to work. I messaged him and explained that to him and said grab another bucket for the morning and I will be there first thing to finish the last half hour of work and you can give me the 400. The guy got really mad he was loosing his mind and said I wanted this job all for me today dark or not and I would have got more stain . I said **** it’s literally near done I’ll be back in the morning to finish . He said no your fired don’t come back and your not getting the 400 . He said I’ll give you 300 your lucky if I give you nothing don’t come back I’ll have someone else finish tomorrow. I gave him my personal email and he sent me 300 out of 400 agreed and it was about A 800 job before tax and materials if he was quoted by the business but he wasn’t. The next day he sent me a million rude emails saying I want all my money back your not getting nothing my lawyer is going to contact you and all this stuff. I said already **** stop messaging me you paid for what you thought was done I’m not working for free I never in my life been this nice to somebody and been treated like this for doing a major favor for you on my day off so he started writing bad google reviews on my business and it was replied to asking for your help novice or quote from us and couldn’t show it so I guess Google just thought it was not legit and they removed it cause he has no papers from the business because it was personal between me and him as a side de job . I refused to give him the 300 he emailed to my personal email and went in my personal bank and I said no **** you still owe money so then he went to your guys and made a claim on my business. It had nothing to do with the business I did a no tax favor for him in my day off . This guy is bad news just trying to rip ppl off .

      Business response

      10/07/2024

      Dear BBB Representative ,

      I am writing in response to the complaint submitted by Ms. ******** ******* against On Cue Animal Training. I appreciate the opportunity to address the concerns raised and provide clarification on this matter.

      Ms. ******* had been a satisfied client of On Cue Animal Training, having received four lessons before her dog was involved in an unfortunate incident, where her dog attacked a member of the community, resulting in their hospitalization. This led to an emergency boarding and training arrangement. During this emergency, I clearly communicated the costs associated with the boarding and training, although I understand Ms. ******* might have been in a state of distress and may not have fully comprehended the billing details at that time.

      Ms. ******* was initially very pleased with the services provided. The situation changed dramatically following the sudden and unfortunate passing of another dog, one that I had never worked with. Understandably, this caused her significant emotional and financial distress. This event seems to have led to her subsequent dissatisfaction and attempts to dispute the charges.

      It is important to note that Ms. ******* has an outstanding balance of close to $5000 for the services rendered. Despite this, she has chosen to pursue this matter through various channels, including text, Facebook, email, and now through your organization. While she has addressed the issue directly with me, her approach has been one of harassment rather than seeking a constructive resolution. I firmly believe that her actions are driven by the significant loss she has experienced and the associated financial burden.

      Had Ms. ******* approached me to discuss her financial difficulties in a constructive manner, I would have been willing to consider a resolution, including the possibility of waiving the outstanding charges. However, her approach has instead been to harass and malign my business, which I find unfortunate and unwarranted.

      I am committed to resolving this issue amicably and am open to discussing any possible solutions that would satisfy both parties. I hope we can reach a fair and equitable resolution to this matter.

      Thank you for your attention to this issue. Please do not hesitate to contact me if further information is required.

      Sincerely,

      **** ***** 
      Owner
      On Cue Animal Training  


      ---

      Email sent on June 1 2024 

       

      Dear ********,

       

      Thank you for your email. I appreciate your patience as I have been managing a particularly busy period and a brief vacation. I would like to address your concerns thoroughly and clarify the situation.

       

      I acknowledge your concerns regarding the communication issues. ********* contacted me on May 23rd asking for more lessons, to which I responded by explaining that I was extremely busy and providing a screenshot of my calendar showing that I didn’t have a single day free throughout the entire month. Despite this, I was contacted again on May 24th, May 26th (three times), May 30th, and May 31st. On May 26th, I reminded ********* that I was on vacation and would book lessons upon my return to work. On May 31st, I also messaged ********* to offer my condolences for Mersey's passing and reiterated that I was still booked with back-to-back events, but I assured her that I would get back to her soon. Therefore, I do not agree that there has been a complete lack of contact from my side. Regarding the payments received, on October 6, 2023, I received $287.50 for the assessment and $1,127 for Package 1, which includes four lessons. Additionally, on February 22, I received $980 for another Package 1, which includes four days of a board and train program, though the payment did not include the required tax of $147. To clarify the timeline and services rendered, on October 6, we conducted an assessment for Auggie, followed by two skills lessons on October 14 and October 21. A therapy lesson was provided on February 1. On February 21, we had a prep work lesson, after which the boarding started. Auggie was dropped off on March 11, and a lesson with ********* took place on March 16. The cost of a twenty-day board and train is $5,000 plus tax, totalling $5,750. Alternatively, purchasing packages, including Package 5 and Package 1, would cost $4,580 plus tax, totalling $5,267. You purchased Package 1, which only covered four days of boarding, and you paid $980 of the $1,127 owed, excluding the required tax. Additionally, I provided transportation for Auggie over an hour to your house free of charge, a service I typically charge $80 for, which only covers my gas. Despite having received five lessons, payment has only been made for four. You utilized a 20 day board and train service worth $5,267 but only paid $980, not covering the full amount due to the omission of tax. I needed adequate time in my schedule to sit down and accurately figure out the billing details before I could respond with a proper email. I communicated to ********* how busy I was, sharing my packed calendar and reminding her of my vacation period. I am truly hurt by the harsh tone of your email, especially considering the efforts I have made and the accommodations I provided, including offering free transportation and understanding your financial situation. My goal has always been to support Auggie's training in the best way possible, and I regret any frustration caused by the recent communication challenges. I value our professional relationship and want to ensure we can resolve this matter to your satisfaction. Please let me know how you would like to proceed, and I will prioritize resolving this swiftly.

       

      Thank you for your understanding.

       

      Sincerely,

       

      **** *****

       

       

      June 10 2024 

       

      Dear ********,

       

      Thank you for your response. I appreciate your feedback and the opportunity to clarify our situation further.

       

      I understand that there may have been some confusion regarding the communication and scheduling process. I had informed ********* that I was unable to respond immediately due to my busy schedule and that I needed time to sit down and thoroughly address the outstanding payments and scheduling of lessons. The schedule I provided was not intended for interpretation but to demonstrate my availability constraints. I communicated to ********* multiple times that I would get back to you as soon as I could. Going forward, I will ensure that all communications are directed to you.

       

      Regarding the boarding and training fees, you initially inquired if there was an additional boarding fee on top of the daily cost, to which I correctly responded that there was not. The cost for the board and train program is $250 plus tax per day. While you pre-purchased four days, Auggie stayed for 20 days, leaving 16 days unpaid along with the applicable tax. You opted to start with the four-day package, with the understanding that additional days would incur further costs.

       

      I offered to drop Auggie off for free as a gesture of goodwill, considering your financial situation. My intention in mentioning this was to highlight the efforts made to accommodate your needs without additional charges.

       

      The reason for the delay in my response was due to the need to review and address the financial discrepancies before proceeding with scheduling more lessons. It is important to clarify that you purchased four lessons and four boarding days, and you received five lessons and 20 boarding days. Billing is based on the time and service provided, not on the specific topics covered during the lessons.

       

      At this point, there are no outstanding lessons as you have received more services than initially paid for. Specifically, you have an outstanding balance of $4,287 for the board and train program and $287.50 for the additional lesson provided.

       

      Given this situation, I am unable to offer a refund as requested. Instead, the focus should be on settling the outstanding balance for the services already rendered. I am committed to resolving this matter amicably and ensuring clarity in our future communications.

       

      Thank you for your understanding.

       

      Sincerely,

       

      **** *****

      On Cue Animal Training

       

       

      Customer response

      12/07/2024

       I am rejecting this response because:


      Dear Mr  *******,
      BBB


      Thank you for forwarding the response sent by On Cue Animal Training, **** *****. **** has indicated she has provided clarification to the matter. However, her clarification is largely incorrect, and some points are not relevant to the matter at hand. I will correct the points made by **** that are grossly incorrect.


      **Clarifications and Corrections:**


      1. **October 2023 Package:**
         - **** indicated I was satisfied after the first four lessons. Though I was satisfied with two lessons, the third was not what was planned and the fourth lesson was not recieved that was paid for in October 2023. As **** clarified, we only had three of the four home visits. The fourth lesson, intended for vet visits and muzzle training, was not provided. **** became ill and was hospitalized during the winter, and she was also away for a competition, which she communicated. This package is independent of the current matter and is incomplete. **** acknowledged that we only had 3/4 lessons and were still owed the last lesson. I request a refund for this lesson.


      2. **Incident on February 5, 2024:**
         - Auggie, a rescue who received some training from **** in October, was involved in an incident where a friend entered the home despite being asked not to. Auggie did not attack anyone, he reacted to someone entering his safe space through 3 doors unannounced and uninvited. This friend required some medical attention but was not hospitalized, contrary to ****'s indication. I contacted **** for advice and asked about border training. **** agreed it could be beneficial. This was not an emergency and no immediate arrangements were made as indicated by ****. Auggie was not taken in by **** until Feb 21 confirming it was not an immediate arrangement or an emergency. 


      3. **February 21, 2024, Boarding and Training:**
         - Upon arrival, I chose package one: $980 Total. I inquired about additional boarding fees and was told there were none. **** was told and understood my budget at that time and accepted it. **** mentioned that Auggie needed to decompress for a few days before starting lessons. There was no distress or misunderstanding about the billing. She also indicated lessons would not be an hour at a time. They would start as minutes per day, and she divised and planned on 4 lessons that she labelled ( sent as reference in initial complaint) and would work on in short stints. 


      4. **Payment and Lessons:**
         - I paid **** $980, as agreed. There was no mention of additional charges during this period, and no invoice indicated an owed balance. On March 8, **** confirmed I had paid for 4 lessons, and 2 were completed, leaving 2 remaining. This is attached to my initial complaint.


      5. **Volunteered Visits and Lack of Communication:**
         - On March 16, **** visited *********** residence to answer questions, but this was not communicated as a billed lesson.  During this time they also talked about social events and costumes for upcoming shows. From April 30 to June 1, I made three attempts to contact **** to book the remaining lessons without a reply. ********* then contacted ****, who did not respond to my requests, as she had been responding to ********* regarding social events and interactions. ********* then indicated to **** I had been trying to reach her for over a month. **** was aware of a refund request on May 26 at 11 am from *********.  She still however did not address the requests for owed lessons / refund 


      6. **Refund Requests and ****'s Claims:**
         - **** did not reply to my requests for lessons or refunds. She communicated with my daughter socially but did not address the outstanding lessons. There were no mentions of any owed balances until after my refund request. ****'s suggestion that my refund request is motivated by the passing of another pet is incorrect and inappropriate.  The request for refund does not align with the timing of his passing. He passed at home suddenly after the request for a refund. There were no vet costs or financial burdens associated with his passing at home on a walk late evening May 26. This is irrelevant to the matter of outstanding lessons, and again occurred after the initial request.  Suddenly. Unexpected. Quick. No cost associated. 
      Suggesting if I would have approached her with my financial
      Concerns and she may have considered waiving outstanding fees is also unfounded as there were no outstanding fees.  There was no reason for me to seek a resolution to unfounded billing. Her statements of billing owed only came after my request for 3 lessons to be refunded, 3.5 months after payment accepted. As a business if there was outstanding balances an invoice should have been sent within a week of ******* return. 


      7. **Professional Conduct:**
         - ****'s claims of harassment and maligning her business are also unfounded. As a consumer, I have the right to request outstanding services. My communication was appropriate and professional. ****'s lack of response and fabricated billing are unprofessional.
      Her complete lack of reply to myself for 6 weeks  rendered myself to seek third party assistance and is well within my consumer rights to do so. 




      **Conclusion:**
      I request a refund for the incomplete October 2023 package lesson and the outstanding February 2024 lessons. **** cannot provide invoices or billing for these claims because there are none. I have documented communication and payment evidence supporting my claims.
      As well as transcripts can be provided of texts and emails showing appropriate communication from ********* and myself.  There has been no harassment and I find this statement shows lack of integrity for a business to accuse of a consumer making contact 3 x in 6 weeks , and replying to emails once **** did reply. 


      Sincerely,  
      ********


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