ComplaintsforHighland Canine Training, LLC

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my 8 month old dog in their off-leash/advanced 21 day program. The trainer and I discussed in detail about her leash reactivity when dogs are around, her resource guarding traits, counter surfing, barking and jumping on people. I emphasized the importance of correcting those behaviors. I was assured that was going to be a simple feat along with training off leash—solid recall, down stays/sits, and following commands. Due to ****** she had completed 18 of her 21 days of the off leash training. (3 days remaining) of her training. my dog was jumping on me and my mom- we were told to turn our backs to her. I was also shown her down stay. I walked behind a bush out of visibility and my dog broke the down/stay immediately.  I was instructed to bring her back to the spot and put her back in the down stay, but this time we would “walk as far away.” I can’t have a dog off-leash trained but have to fear she will break a command or take off. My dog has skin sensitivity to regular leads on e-collars. I expressed this at drop off when I brought my remote, collar, and charger. I was told to take it home because Brittany was more comfortable with her remote and where the buttons were. I asked about her having titanium leads to change out to and she said she’d keep an eye on it and “let me know if she needs to switch them.” My dog came home with a red inflamed neck. My dog now has an aversion where she cowards down when she sees us go to use the ecollar. Which she never had that aversion to it ever before.  After 8 emails to the owner, Erin, her husband & president, Jason, requesting a call to discuss in details the lack of training and regression of my dog now who is now snipping at me and running out the door to dogs. I never received a single phone call only 2 emails from Jason asking for clarity on videos I sent. And the last email stating, “We are not in a position to give a refund and to suggest that we pay another company to finish the training is absurd.”

  Business response

  09/06/2023

  This individual is a resident of ******* and had their dog trained by a contractor of ours in *****, *******.  As such, she has never personally done any business with our ** location. Therefore, I am confused as to why the complaint was filed in ** in lieu of the BBB in *******.
  The dog was picked up prior to the completion of the training due to Hurricane ******.  The individual refuses to allow us to complete the training for the dog and conduct the owner training that is included.  Their proposed solution to the matter was for us to refund their money and for our company to pay another dog training company to “re-train” the dog.  

  Customer response

  09/06/2023

   I am rejecting this response because:
  
  This facility had my dog for 18 of the 21 days of their program. They state the training is incomplete, but there is only 3 days left to complete. At best, my dog should have the fundamentals and ability to follow commands. My dog broke the commands at the trainers facility while the trainer did an owner training with myself and my mother. At the point of just arriving to the facility my dog was jumping on me and my mom. Their trainer instructed us to “turn our backs to her and ignore her”. their website states this would be resolved with their off-leash/advanced program  

   

  the website states, “During our Advanced Board and Train Dog Training Program, we will teach the dog to sit, down, stay, come, place, and to heel all completely off-leash.  Much like our basic training program, we ensure your dog will respond to commands even with distractions, by maintaining the dog’s focus through a variety of situations. If your dog has any issues such as jumping up, counter surfing, jumping on furniture, and pulling on the leash, these issues will be addressed  in this program. Included with this program is an instructional video of your dogs training, a Dogtra remote training collar, and one-on-one training with you when you pick the dog up.”

  I never got any instructional videos while my dog was training in the 18 days only videos of my dog running and playing in the yard! None of the behaviors they WILL fix during this program as they state on their website, we’re corrected or taught  yes I got my dog 3 days early with the plan of bringing her back after landfall for the final 3 days. I didn’t want to do that once I saw the lack of training, communication, professionalism. My dog, after 18 days with the trainer, was far worse in behavior and training than when I brought her. This company states I got my dog early, but there is no way they could get my dog off leash trained, behavior mods, and trained to not jump, counter surf, etc. Especially after the trainer stated via text my dog had short stamina. They did not adequately care for my dog while in their care. They didn’t change the leads on her ecollar to titanium for her skin sensitivity. This was fully discussed with the trainer at drop off, and she disregarded it completely. My dog was returned with red, inflamed neck due to the leads not being changed.

  it is not absurd to have them refund me for the LACK of training my dog received and now my dog is needing to be retrain to correct their negligence.

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