Complaints

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• Initial Complaint

  Date:10/18/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with Dog Training Elite on June 19, 2024 for the Platinum Obedience course with the e-collar in the amount of $2,227.14 which I paid in full with check number 834 on June 24, 2024. The package includes 8 one on one sessions provided at my home and 26 group/park sessions. The training should teach me to train my dog to obey me at all times, to deal with my dogs behavior problems, to train wherever issues arise including at home, at a park, etc., provide support to me in the off-hours, plan training around my schedule as the owner, DTE is to provide follow up and be invested in my/my pups training and success. I have had 4 different trainers with DTE so far with only 8 one on one sessions. Group sessions started Sept 8, 2024, with only 1 group session as the other sessions have all been cancelled to date. *** offers a lifetime investment in the owner and their pup with personalized training, offering support in the off-hours when training is not in session. *** fails to respond to text messages and phone calls for days, sometimes a week at a time. *** offers to train wherever issues tend to arise. My pup is sensitive to other dogs. *** has not provided training in other settings other than 1 group session where we were the other attendee. We are struggling with heel, which was our last one on one session. We need continued training with distractions. This was conveyed several times with the trainers, with no additional in person/on-site/in field help. DTE explains different trainers may be used, which is fine, but they use different training equipment and methods, which is inconsistent and confusing. One trainer states no more than 7 minutes of training per day is required because it wears the dog out, another trainer states 7-14 minutes, while the website states 15 minutes in one section and 20 minutes in another section. *** has failed to support my pup/myself in providing satisfactory training.I'm requesting a partial refund.

  Customer Answer

  Date: 11/16/2024

  I am requesting a partial refund from Dog Training Elite for the cancellation of group sessions, inconsistent training schedule, the unsatisfactory training experience and lack of consistent communication and follow up as stated would be provided as part of the platinum training program.  Due to the inconsistencies in DTE's experienced training, we have struggled moving forward with our goals in a timely manner.  

  On September 8, 2024, group session was cancelled with no group session make up.

  On September 22, 2024, group session was held, but there was no group, only 2 trainers, their dog and us.  

  On October 6, 2024, group session was cancelled with no group session make up

  On October 20, 2024, group session was cancelled with no group session make up

  On November 3, 2024, group session was cancelled with no group session make up, a one on one session was offered as an alternative, on Tuesday, November 5, 2024, the one on one session was cancelled by DTE due to illness-flu; on Wednesday, November 6 an alternate date was offered the following week for another one on one session (not group) but I was unavailable due to medical reasons 

  On November 10, 2024, group session was cancelled due to the trainer being out of town 

  DTE has a history of inconsistent scheduling, and the trainers have inconsistent training methods leading to a partially trained and confused dog and owner.  

  Business Response

  Date: 12/04/2024

  I am reaching out in response to the complaint filed by ****** Lynn ********* dated October 18, 2024, ID ********. We take all customer feedback seriously and have thoroughly reviewed the situation in question.
  
  ****** has been a client with us since June 19, 2024. She signed up for our Platinum Obedience Program which is $2,995 and offers 8 one-on-one training sessions and 24 group class sessions. She was offered the package at a discounted price of $1,995. The terms of the agreement were outlined in the contract and signed on June 19. She began her one-on-one sessions June 19 and finished her final session on September 2.   
  
  ****** has expressed to us her disappointment with her dog's behavior at the conclusion of their training as well as a lack of group class sessions available to her. Unfortunately, the way dog training is, we can never guarantee a change in a dog's behavior, but we are confident that we can provide the tools a client needs to set them up for success. 
  
  We have discussed these concerns with ****** and encouraged her to continue practicing consistently and she's likely to see improvement in her dog. We also acknowledge the lack of group classes that have been available to ******. We are currently looking for a new trainer to take over group class sessions and in the meantime we have scheduled 3 private sessions for ******. All of those sessions were scheduled after the time the complaint was made. 
  
  At Dog Training Elite Greater Philadelphia, we take great pride in delivering quality services and strive to exceed customer expectations. We are always open to discussing any concerns and working toward a positive resolution. 
  We hope this information helps clarify the situation. If you require any additional details or documentation, please do not hesitate to reach out. We are committed to maintaining transparency and addressing any concerns with the utmost professionalism.
  
  Thank you for your time and consideration.
  

  Customer Answer

  Date: 12/05/2024

  [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 as Answered]
  
   Complaint: 22440813
  
  I am rejecting this response because:
  Dog Training Elite has not provided the services as per the contract.

  Dog Training Elite has not provided adequate training to me to ensure I understand how to train my dog how to heel in home, so I am able to then move outside and then move to a public setting with heel.  Dog Training Elite started training me outside with heel and then moved me to a park.  This has resulted in confusion not only for myself but my dog.  I have expressed confusion with heel in person, and via text message but have not been trained satisfactorily.  This is not due to my dog's behavior; he is confused with my training because I do not understand Dog Training Elite's instruction. 

  Dog Training Elite has not provided adequate training for me to help me in home with releasing my dog from tasks.  This has been a challenge, not for my pup but for myself as I do not understand how to release him.  He seems very confused, and I do not understand what I am doing incorrectly as his owner/trainer.  This has been expressed in person and via text message but has not been trained satisfactorily. 

  Dog Training Elite states I expressed my disappointment in my dog's behavior, which is incorrect.  I paid Dog Training Elite for a service that they did not fulfill.  Dog Training Elite has not ensured that I understand, know how to and am comfortable with training my pup how to heel in home, outside or in public.  Dog Training Elite has not ensured that I understand, know how to and am comfortable with how to release my pup from a task in home, outside or in public.

  Dog Training Elite has not provided us with one of the options offered with the Platinum Package; Off Leash or *** or Control Aggression or Calm Extreme Anxiety.  

  Dog Training Elite has not ensured that I am set up for group training sessions; continued one on one public sessions when I have not learned basics in home continues to set us up for failure.  

  I am unsatisfied with the response. 

  Regards,
  
  ****** Lynn ************************************************

  Business Response

  Date: 12/20/2024

  As part of our standard training protocol, we typically conduct heel training in outdoor environments, as the primary goal of this command is to address issues such as leash pulling during walks. Practicing it in the setting where it will be most applicable allows us to maximize its effectiveness. We have communicated to ****** that all the commands taught during her sessions can also be practiced indoors if she feels more comfortable in that environment. However, we strongly encourage our clients to train outdoors, especially when their dog exhibits reactivity in public spaces, as is the case with Cheryls dog. Training in these conditions helps build the dogs confidence and promotes a greater sense of indifference to external triggers.
  To further support ******, we offered private training sessions as an alternative to group classes, which have been less consistent recently due to staffing constraints and a reduced number of participants during the current season. In addition to her original eight contracted ********, ****** has received two private sessions. These were conducted outdoors, both to simulate the group class environment and to help manage her dogs reactivity, with a trainer present to offer guidance and address any questions.
  ****** also has access to both our company phone line and her trainers direct contact number, allowing her to reach out with any questions or concerns. She has utilized this access frequently, and we have responded to all inquiries promptly and to the best of our ability, given our staffs availability. While we regret that she is dissatisfied with our responses, we believe this does not reflect a lack of effort or commitment on our part. Despite the support we offer, we cannot make her dog work for her, as that is ultimately her responsibility as the handler.
  ****** has completed eight one-on-one training session. Throughout the first of her five one-hour ********, ****** did not express significant dissatisfaction or confusion with the training instructions. It was only as the sessions neared their conclusion that she began to voice frustration. Had ****** raised concerns earlier, we would have gladly addressed any challenges she was experiencing at the root. 
  We regret the difficulties ****** is experiencing with the training of her dog. We remain dedicated to providing high-quality service to all our clients and are open to further working with ****** to ensure her training goals are successfully achieved.