ComplaintsforPet Stop of North Georgia Inc

• Initial Complaint

  07/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I took my puppy to Whispering Oaks Training for their board and train program on June 11th, 2022. My complaint is about their false advertising. This company advertises *** certified trainers and training programs on their website, ****** listing, etc. I reached out to the ******************** directly and they confirmed that the *** does not certify trainers or training programs. The *** does, however, certify evaluators for their CGC, therapy dogs and other *** programs. This is not what Whispering Oaks Training advertised. I am filing this complaint because that false advertising is the reason I brought my puppy to their facility. Had I known beforehand that the *** does not certify trainers or programs, I would never have brought my puppy to Whispering Oaks.Whispering Oaks also advertises praise motivated training techniques, but when I went to pick up my puppy he was in a prong collar and I was sent home with the collar to continue his "training". I was told over the phone by the owner that my puppy's dog reactivity would be resolved. The puppy I received after their training program on July 1st still has unresolved dog reactivity issues and I am having to seek out help from a different trainer for my puppy to work through the methods that were used to "train" him. The owner of the company has responded to me about the unresolved training issues with my dog, but will not address the false advertising issue. The owner would like to show me what I'm doing wrong with our puppy to prove that Whispering Oaks did fix the issue during their board and train program. On their website Whispering Oaks Training advertises being part of the BBB, but I could not find them in your database. My request in this claim is for Whispering Oaks Training to stop falsely advertising that they are *** certified trainers and have *** certified training programs. A refund is also desired. A refund would go towards paying for the much needed training to help my puppy.

  Business response

  07/12/2022

  This is *********************** owner of Whispering Oaks Professional Dog Training. Please remove the name of *********************** from all BBB communication. *********************** is not in anyway associated with our Training Company. We are a family owned and operated ******************** with over 22 years in the *** Services Industry. *********************** is part owner of *** Stop of Athens, and is not employed by our training company.

  All our Services are 100% Money Back Guaranteed. I will send a check to this client, totaling the amount paid less the $141.00 tip paid to the trainer who worked the three hour Train the Trainer on the day Rafi was picked up by the client. The check will go out no later than 7/15/22 via the USPS.

  EXPLAINATION: The video above shows that Rafi is excellently trained, enjoying his time with this trainer and is not nervous or frightened. A video is sent to all our clients every 7-9 days so they can keep up with their progress. There are no corrections being made with this training collar and the trainer gives praise after every command. This Praise Motivated training style, uses verbal praise, and lots of hand affirmation/petting, facial smile, and pleasant praise voice,  teaches the dog to look up into the face of the client and in our professional opinion is a better training style, building relationship and trust than giving a dog treats which can and does give less than consistent results with some dogs. All Training Collars are used Carefully and Professionally; dogs are not abused or hurt in any way.

  As you view the video above and as the client witnessed in the Turn Over, You can see that Rafi is doing an excellent job with his Basic Puppy Obedience. This client's response to the dog's obedience video was, "He's doing good! Thank-you for the update!' Our customers pay 1/2 of the amount on the day of drop off and 1/2 of the amount on the day of the Turn Over and are told that, if not happy with the dog's obedience, we refund 100% of the amount paid. There are videos on our website, the invitation is given to have the client sit in on a 3-5 hour Turn Over so the client can see first hand what the training experience will look like for there family pet. This offer is made to every client. it is very important to me that the customer is comfortable with their Puppy's training Experience. 

  on June 5th this client contacted us about her mini schnauzer saying that her dog is, "Reactive to other dogs and children" Rafi, as can be common in some dogs, does demonstrate Dominance Behavior. He was socialized in our training program with people, places, things, noises and other dogs and has learned to follow the "Leader of the Pack" who is Calm, Confident and in Control. Dogs are Hierarchical and need a Pack Leader and so much more if they show Dominance traits.

  I did call, text and emailed this client when they shared their concern via email. We encourage clients to call immediately with questions, concerns or if they need help. We provide 100% assistance at no charge at our home or theirs. There was no response until I received this Complaint Notice from BBB. I am grateful for this process and will refund 100% of this customer's money. I wish they would have called us. I offered to help them either at our location or at their home to review again with them the Successful System of being their dog's Pack Leader. There was no response. I personally interact with our trainers and client's dogs as least once per day, and do many of the Turnovers myself. 

  The fact that this client paid the second half, gave the $141.00 tip to the trainer shows they were happy with the result as they stated in the video sent to them before they arrived for the Pick Up/Turnover Day.

  My AKC Evaluator Number is #***** Rafi did pass his AKC STAR PUPPY EVALUATION in his training. I will call AKC to make sure our Web text is accurate.

  Customer response

  07/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  However we would like to respond by saying that our main concern is with the deceptive advertising used to get people to sign
  up for that training program.

  The reason my husband and I were fine at the turnover is because we were uneducated. 
  At the turnover, I did express to Rafi's trainer that 
  I felt uncomfortable having to yank on my dogs' prong collar as a "correction". Once I got home and started implementing this 
  harsh training method on Rafi, he cowered whenever I or my husband would come near because
  he feared a "correction". He has never been like that before. I also did not know that Rafi still had 
  unresolved dog reactivity issues until I brought him back home. I was told by Whispering Oaks that this issue, and his child reactivity,
  would be addressed and corrected.

  For these reasons, I have since hired another trainer for Rafi to help him get through this. It was this trainer who informed me that the *** does not certify
  trainers and that the methods used to train Rafi at Whispering Oaks are psychologically damaging to dogs, especially puppies. Before hiring Rafi's 
  new trainer, I was uneducated about these practices and the improper use of the American Kennel Club's good name. I reached out to the *** personally to verify this, 
  and they confirmed that they do not certify trainers or training programs.
  
  
  As for the updates, we did not receive them in a timely manner and I had to ask both times for an update on Rafi's progress. I was also unaware in the video updates that Rafi was in a prong collar. 
  
  The reason we gave a tip to his trainer was because she did seem to care about Rafi and our relationship with him.
  
  As a side note, Rafi can get his *** Star Puppy Certification from somewhere else.

  
  Sincerely,
  
  ***************************

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