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ComplaintsforS.M.A.R.T. Dog School
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Complaint Details
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Initial Complaint
10/19/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
I signed my dog up for training at the SMART dog school in union, Randy the owner agreed he would be able to task train my service dog. Well, he fired multiple trainers and never filled the shoes of training my dog. I was also guaranteed a life time of training but I never even got a consistent two months. They have switched scheduling applications more times than I can count I’ve had multiple issues with the apps and I’ve let multiple trainers and the schedulers know and nothing was resolved. I’ve brought up behavioral concerns in my dog that were never addressed. I asked the owner for a refund and he told me our communication is over. I’m very unsatisfied with the business my dog was training less than 10 times I was suppose to receive videos of the training that also never happened. I’m requesting a refund so that I can put my dog through the appropriate training needed. The owner is very unprofessional and told me I need to view the refund policy which I never signed or seen.Business response
10/21/2021
To Whom It May Concern,
**** ******* is false in her claims. Attached is the Training Agreement that she has signed, clearly stating our refund policy. Our policy is the following -
"Payments made to S.M.A.R.T. Dog School are non refundable. However in extreme circumstances, if the trainer feels that the client can not agree to training advice or follow the at-home instructions, S.M.A.R.T. Dog School can, at our sole discretion, choose to cancel the training contract and issue a partial refund."
**** ******* was denied a refund at our discretion for the following reasons:
**** ******* enrolled and paid Smart Dog School on 2/24/21.
**** ******* had 17 lessons from 3/11/21 - 7/16/21.
**** ******* informed us that she was moving away to college and had limited availability to attend future lessons. Accommodations were made to offer her days she required. **** ******* booked the following dates - 7/31/21 (she cancelled this class), 8/9/21 (she cancelled this class) and 8/16/21 (she was a no-show). We did not hear from **** ******* again until her request for a refund.
**** ******* is not eligible for a refund, as we have met our contractual agreement. She has received numerous lessons and remains to this day a member of Smart Dog School, meaning her dog still has access to unlimited classes.Thank you,
Nina
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.