ComplaintsforThrough the Leash Behavior & Training

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec. 12th I dropped my dog ****** off to Matt for a 2-week board and train program. He came back to us in poor condition. He was very dirty and he did not appear to be eating enough food. His crate cover and leash that we were told to buy brand new for the program came back chewed up as well. To top it off, he knows nothing. He was not trained to the expectation set by the trainer. We were told he would learn off leash, on leash, and that his jumping would be worked on. I asked for documentation to support his training and received nothing. I requested two refunds: one for ******, and another refund for our other dog who was supposed to go to the board and train program after ******. They are refusing to refund us for ***, even though they never worked or trained ***. I have reached out to multiple people to get a resolution and no one is responsive.

  Business response

  01/09/2024

  To whom it may concern:

  Ms ******** sent her dog to us on Dec 12.  Prior to that we had began training with her doing private in home training sessions.  After going through a private sessions she decided she'd rather move into a board & train program. We kept her dog for two weeks.  Our program requires a mandatory take home session at the drop off of the dog.  This session is important because it allows us to teach the client how to handle their dog moving forward.  Without it it is almost impossible for the client to know the complex communication that has been established over the course of the boarding.  

  However, Ms ******** was going out of town and stated she did not have time for the session.  This session is outlined in our training agreement and it is where we give the clients all their home work and guidance for the upcoming week.  So when the client says she did no receive any guidance this would be the reason she felt that way.  

  Any claims that her dog was neglected or malnourished are completely false.  Her dog, like every dog in our care, is fed twice a day. Her dog did not come back underweight, she is basing this claim off the idea that "he came back with more food leftover than I think he should have." This is baseless, the appetite of dogs in boarding can change due to the change of enviroment, stress, and other factors. Some dogs don't eat for a few days by choice when left in boarding until they adjust and are comfortable in the new environment.

  This client lives in South Florida, during a large portion of the dogs stay they were experiencing torrential downpours. So it goes without saying that her dogs coat would be exposed to dirt or mud even if it was just outside during potty time.  We offer grooming services, provided by a local groomer, but that is not something she opted for.

  As for the refund of her program, we do not offer refunds once a program has commenced.  The service we provide cannot be returned, the time invested in the client and their pet cannot be returned, therefore we maintain that we are willing to completely redo a clients program if they are unhappy with the progress made or service.  Ms. ******** called us with a complaint, out of good faith and in contradiction to company policy we offered her a partial refund and offered to still continue training with her to help her reach her goals.  

  She accepted the refund then filed a paypal claim and a claim with the BBB while still demanding that we work with her and help her find resolution with her pup. Paypal has put a hold on our account for the total program cost.  I explained this to Ms ******** and let her know that we can no longer negotiate a refund with her as it is now in the hands of the third parties.  She contacted us a few more times demanding that we follow up with her and reach some resolution. First she would refuse to work with us then she would be open to it, it was quite confusing. Not sure what she expected at this point as we had already invested weeks oftime into her dog and at this point did not even have any funds for the service.

  I'm not sure if she was experiencing buyers remorse or just wanted to try to get a service for free, the last few calls were completely obsurd.  Even still we remained professional and maintained that we were willing to work with her until she was satisfied.

  We have video of her dog in training. I will also provide a copy of the training agreement for reference.

  Through the Leash has a record of providing extraordinary customer experience.  You can check our reviews across all our locations and you will see every client who goes through our program has nothing short of a great experience.  Matt is one of our South Florida trainers he has tons of reviews that support this idea as well.  Our locations are in Cleveland, Fort Lauderdale, and Charlotte, Denver, and Houston. We have over 600 5 star reviews, these are real client stories.

  Customer response

  01/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ********

   

  We never did any private in-home sessions, so I don’t understand why they are saying that. We only had one session (11/18) prior to the board and train and it was an hour long training at a public dog park (****** dog park).
  I have requested the video footage of them working with my dog and have not received any footage. I declined the partial refund because I am wanting at least half of the program costs ($3,800) because the agreement was my second dog would be trained under that amount as well. That is why I labeled the payments with PayPal under “***” and “***”. They have not worked with my second dog at all. Not even during the first and only in person session. They said they won’t give a higher refund because they gave me a special discount. I never asked to receive a special discount, so why am I being penalized when my second dog was never worked with?
  I told them in advanced that I would be filing a complaint with PayPal and BBB after receiving a bunch of false promises and inconsistencies. Their response was “let them handle it”. I understand they want to stand behind their contract and not provide a full refund, however, I have made it clear I am not wanting a full refund but a FAIR resolution because they never worked with my second dog and they never provided proof they worked with my dog under their care. I told the trainer PRIOR to the board and train that I would not have time to do a session when picking him up. I asked if this would a problem and Matt said “No, there will be enough time.”
  I also specifically requested videos (they send homework after sessions) and a list of training they did and Matt said he would provide this. He never did. I even asked for it when voicing my concerns and received nothing which is why I am so frustrated. I still have nothing explaining what my dog learned in their care. No one from the company has provided me an answer or provided proof of training. They continue to say they have video proof, so why wouldn’t they show me this so I can at least have peace of mind? All I have in my possession is a chewed up leash (that I specifically had to buy for the program), a tore up kennel cover (which he never touched prior to the program), and $3800 wasted.
  I did state I felt like ****** was not getting enough food. However, I was voicing a concern and something I had noticed. They told me I would fill out a boarding form with his feeding instructions and I had to ask for the form to be sent to me after he was already in their care for 48 hrs. I just, again, voiced a concern about his wellbeing and proceed to be blown off like I am crazy. I care tremendously about my dogs. Who doesn’t?
  Florida is always raining. But if you are expecting clients to work and train with their animal inside their home, I expect a trainer to do the same. The program says off-leash training as well, however, I can guarantee my dog would immediately run away. I asked the trainer to work on leash pulling and jumping at the BARE MINIMUM and both issues are very clearly not resolved.
  I have tried constantly to get an answer, whether that means meeting in person or discussing over the phone and they have been unresponsive. Regardless of positive reviews online, this is my experience. I understand that the trainer I was paired with has been dealing with an emergency and was not responding to my concerns. When I asked to be paired with another trainer they said they had none available. How can I continue training with my dog, or show my concerns, when there is no one I can work with? Why would I continue working with a company who doesn’t have another trainer available to take over when my trainer is out of reach? Also, I tried working with the company because I just want my dog to be trained. That’s what I came to this company for. But again, promises remained unfulfilled when it came to communication. No one would step up to the plate when I asked for answers and so yes, once again I wanted to cut ties after failed attempts to find resolution.
  
  
  To say that I was trying to get service for free is despicable when I have said time and time again that I am willing to pay Matt for his time, just not over half the total costs because the service is not worth that. Again, I have no proof that anything the program states was done. I have nothing even when I have continued to ask. It is sad and unfair to state these claims when I am only asking for answers and fairness. Professionalism comes down to communication. I, as a client, should not have to beg for information and answers. I paid to learn more and I have gained absolutely no knowledge. I have asked them to help me understand. To say my last calls were completely absurd is disrespectful when I am trying to understand where $3800 went and no one is explaining what happened during the training. Again I ask, what did he learn?! Why can’t I receive a list of information or see the videos for myself?
  I was told time and time again that they would have a resolution to me by the end of the business day and no one would respond so I would call again. If calling again makes me crazy, because I was promised a response and didn’t hear back, then I am baffled. Again, I did not request a full refund. I am wanting a fair resolution for my time being wasted, having to find a new trainer, and my money being wasted. 
  They also have stated they will not work with me anymore, so to say they will continue to work with me is inaccurate.
  I continue to be told promises that are never fulfilled and I have repeated that I just want answers. No one will provide proof and no one is being helpful. I would be told I would receive a call, and then I never would. When I would call, John would tell me “Matt said he spoke with you” when Matt never did. I am just asking for honesty and fairness.

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