ComplaintsforNew England Dog Training Company LLC

• Initial Complaint

  12/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We sent our 2 year old lab for e-collar training. After being with the trainer for 9 hours we were called and told they lost him. He slipped the collar. On a positive note, the dog was found 5 days later thanks to ****. Im writing this as the unprofessionalism and lack of integrity needs to be out in the public. The website said the dogs would be in the home. Our dog was in an outdoor kennel and the trainer lived in a city and we were told on the outskirts of a city. The empathy level for the trainer losing our dog was beyond words. I have text messages, emails and voicemails to prove the level of unprofessionalism by the owner and trainer. The owner, ******, who lives in **, sent me a email blaming us for them losing our dog. The collar we supplied was too big. If that was the case the trainer who is supposed to be the expert should have told us that at drop off. Nothing was said. The owner of the company told us we didnt listen to the recovery expert which is completely false. We were told and I have the voicemail to prove it, to not listen to the recovery person and she would deal with them. We did not listen to her since she was in WI and was not assisting in finding our family dog. I have a text from ***** the trainer indicating she had other dogs to tend to and would not aid in the search as much as she should have given they lost our family pet. We were unable to go on a family trip over Thanksgiving (first one after the passing of my father) and had vet bills from our dog being injured while missing. We are so grateful our dog was found but could not be more disgusted by the response of this company. We can only put this out there so others are aware that this company is not what it seems. The trainers home was not conducive to dog training which is why we were not allowed to drop the dog off there. Other trainers in New England allow you to do that. The experience was a nightmare and we owe Granite for a happy ending.

  Business response

  01/07/2023

  Hey ***, I feel you have a lot of miss information in this review. ***** was not the trainer for your sisters dog. She was the one who found him. It was not an issue with the leash as he was on a 50' at the time. It was the collar provided that he slipped backwards out of. We have taken full responsibility that we should have checked the collar prior to taking him in. We do have an intake form, contract and introduction email preparing owners for their arrival. We have now updated our policy and check every collar an owner sends. Every trainer is now supplied with martingale collars for dogs who do not come in prepared. We are fully transparent and stand by our responses, texts, phone conversations and voicemails. When I spoke with your sister she said there was no vet bills. When ***** found him he had worn down paw pads from walking. He was hungry, tired and thirsty. She was refunded her payment immediately without asking and prior to him being found. Unfortunately, we don't deal with clean slate easy dogs and many on their last hope. Sending your dog to any training comes with risks and unfortunately we can't please everyone. We try our extreme best, with blood, sweat and tears, but sometimes unforeseen events happen. Your sisters dog backed out of his collar that was attached to a 50' leash and jumped the fenced in back yard. I want to just wrap this up with a note to your sister and to any potential client coming into our program. *************** as the owner of this company and please understand that these trainers are humans. They do not deserve to be spoken to in such a way your sister spoke via phone and wrote to us through email. Our trainers work out of their personal homes. Sending your dog to a stranger is hard, but remember allowing strangers into our lives is also hard. Everyone of our clients knows where we live, who are family is, see us in our pjs... Driving by a trainers home multiple times through out the night is not okay. Knowing what their son was watching on tv was not okay. This incident happened almost two months ago and we have yet to hear from your sister. Most important thing is your sisters dog was found and is home.

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