ComplaintsforCanine Academy

• Initial Complaint

  10/13/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Columbus Ohio Dog Trainer ***** **** is trying to enforce a contract that was never signed by the company or completed. We signed up for training but requested a refund due to unforseen circumstances with our dog. I asked for a copy of the contract and what he signed me isn't signed by the company, there is no option chosen for training/boarding/care and there is no payment/balance due listed. I don't see how he can possibly expect to honor this contract.

  Business response

  10/29/2021

  To whom it may concern

   

  Thank you for the opportunity to explain this consumer dispute. 

  Mr./Mrs. ******* requested our services on June 28th knowing that we schedule 2 months in advance at all times when they made the deposit for our ten day board and train. They were sent an email listing every detail of expectations and dates for the program, a Docusign contract, and an invoice directly from ***** *****. 

  The Docusign contract, once signed by client, is then printed, signed and added to the clients file along with a copy for their records. The copy that the ******* have attached is directly from the Docusign template but does include everything that we require from every client including the refund policy. I have attached the copy that is in the ******** file folder.

  The Quick books invoice that is also attached, clearly shows a description of the services, cost and amount deposited and due, and also the Reminder that they have 3 business days to resend from the program once deposit is made. I have also attached a screen shot of the invoice showing where the client had viewed the invoice several times showing that they did in fact know the terms of the program, prices and refund policy, just as they agreed to on the Docusign contract.

  We hold these policies because, just like any other business, we are a very sought after and respectable business that regularly schedules out months in advance. Last minute cancellations cost us $1000's of dollars. 

  The ******** were due to drop off for training in September 14th but on September 13th, Mrs. ****** contacted us to say that they did not have updated vaccinations which is a requirement you see that we informed them of months in advance. We require these for the safety of pets staying at our resort. Mrs. ****** said they scheduled a Bet appointment for the needed vaccinations on September 30th and we were forced to wait until that date, and give them a date as soon as possible. On October 7th, Mr ****** contacted our office and said he lost the dog and wanted a refund. Unfortunately, this goes against our very strict company policy and the client was well aware of this policy as he/she initialed and viewed on the documents that we sent. 

  Understanding that this is a hard time for the clients, we offered to help sell the package for them to make up for lost funds, offered for the client to use this package for any dog in the future or as a gift to another person. They are able to use this training whenever they are ready but unfortunatly, we do not offer refunds after the initial 3 days as stated in the contract and invoice. 

   

  Customer response

  11/09/2021

  ***** ***** ******* ************************** ***** **** *** ** **** ** **** ** ******** ********* *** ******** *** ************************************* ***************************************
  
  
  Good afternoon,
  
  I received the response from the business.  The two attachments are still not executed by the business.  The business has still not provided us with a signed contract.  I'm sure they can now back date their signature, but this contract was never approved by both parties.  We made the company aware that we wanted to terminate the contract prior to it being executed by them.  Therefore the contract should be null and void.  We should be getting a full refund.  
  
  There is also no additional information on the contract that was sent to us.  There's no dollar amount, no option chosen for the product.  No consumer should be held responsible for a blank contract that isn't signed by the company or filled out with price/product.  
  
  ***** **** ***** *******

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