ComplaintsforAt Your Service Dogs, LLC

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***************************** of At Your Service Dogs LLC is a friend of ***************************** (*****************), from whom I purchased a puppy (Agate/********) in November, 2022. ****** made the arrangements with ******* to place my puppy in a one months puppy school for $3,000. Both ******* and ****** were aware that I never had a puppy/dog before (I'm 63) and that I live far away, in **. Additionally, ******* was made aware that I suffer from CPTSD.I was told the training was going well during the first few weeks. A week before he as due hom, I was told that the puppy had become agressive. ******* recommended that I pay another $3000 for another month of training. She was ostensibly "worried" that I, as a novice owner, would be unable to manage this puppy because of an increasingly agressive temperament. I agreed, and paid for the second month (a total of ***** for 2 months)By the end of the second month she recommended that I relinquish the dog back to the breeder. Before I agreed to that, I asked ******* if she would be willing to compensate me one month of puppy-school for the replacement puppy the breeder said she'd provide me. ******* agreed that such was fair--Until, of course, I actually wanted a puppy--only a few days later I asked the breeder for one of the puppies from the upcoming 3 litters. The breeder passed me off to *******, who told me she was "fully booked" and would be "unable to honor my request"--as well as a load of unfounded justifications suggesting that I had indicated I didn't want a new puppy. I made just the opposite clear on several occasion (that I DID want a new puppy), I believe she cannot prove that she was "fully booked" from the time of my request ********* until now (mid-May). Moreover, she told me she would update me on the progress of my relinquished puppy, and she has failed to do do. I believe I was totally scammed by her and her friend ******, and I would like $3000 of the training costs refunded. I have suffered numerous nightmares involving this relinquiahed puppy.

  Business response

  05/22/2023

  I take my work very seriously as a small business and do my due diligence to serve both canine and human clients. Im deeply sorry and saddened to see that ****************** is left feeling this way after not having several of my emails and calls returned back in January; it is now May. There is so much about this experience that is difficult to articulate in a brief manner. Most importantly, I apologize sincerely that ****************** is left feeling incomplete and harmed. I have been doing this work for 15+ years and have very happy, repeat clients all over the country. I care deeply about all of my clients feeling joyful about my work. I learned so much about Ms. ******** life and preferences after the fact, and I was concerned for her and the puppys long-term happiness once I got to know both of them.
  
  I was paid for two months of training (November and December) and gave one month of free training in January (valued at $3,000 plus food and routine vet bills) when trying to find a place for the puppy. The breeder was out of town for several weeks on vacation and I had no way of relinquishing the puppy back to the breeder so ****************** agreed we should try to find professional training program for the long-term success of the puppy. She wanted to make sure he had a great life. I found a service dog organization after a month and placed the puppy for free. I gave ****************** an update and pictures of the puppy once placed with the service dog organization. I did not offer additional updates because it appeared to make ****************** emotional and I didnt know if it was helpful or hurtful to her heart. The communication breakdown left me feeling like I couldnt speak with ****************** about what she needed.
  
  Contract Signed by ****************** on 10/29/22
  
  My participation in services provided by At Your Service Dogs is at my own risk, and I recognize that any services At Your Service Dogs provides and any products it recommends do not carry guarantees of effectiveness or satisfaction. I release and hold harmless At Your Service Dogs, to the full extent permitted by law, for all claims or damages caused, in whole or in part, by any negligent, intentional or other act or omission of At Your Service Dogs.  I will remain responsible for the actions of my pet(s) at all times. I agree not to seek out a refund for prior services rendered, as I do understand that dogs and other animals don't generalize training and there is a need to continue all training recommendations in my home. 
  
  
  I began working with *************************** as a trusted, science based resources after I presented at the ********************************** in 2018. I am not a friend to, but rather a business resource for many breeders across the Pacific Northwest. I have great respect for science-based breeders that go above and beyond to produce dogs that are both medically and emotionally sound. All animals have personalities that are unique to them which can occasionally leave difficult decisions for individuals that have needs that the dog does not align with.
  
  On October 29, 2022 I received a client intake form from *********************** requesting a 4 week board & train of a pet puppy. At that time, ****************** did not communicate with me about and medical diagnosis. Complex Post Traumatic Stress Disorder (CPTSD) only was brought to my attention mid-board & train when we were discussing how the puppy would travel to her in *********.
  
  The breeder assessed the puppy (I did not meet the puppy until I was under contract with ******************) and was told that the puppy was timid and tender and calm. After two weeks with the puppy I was worried that the puppys confidence was not up enough to travel on an airplane. ****************** asked if we could extend the board & train to continue confidence building. I agreed to another month of training.
  
  After a few more weeks of intensive training, the puppy became very energetic, intensely active, confident and strong-willed. I was concerned that this personality type would not pair well with a first-time dog owner in their retirement that didnt have a fenced yard. ** December, ****************** requested that I potentially take the puppy for even more months of training, since her plans changed and she was unable to come visit in January. I could have signed up for more work and income with this puppy, but began to get concerned that Ms. ******** goal of a calm and gentle puppy would not be met. I did not want ****************** to spend more money on a dog that she would in turn struggle long-term with and potentially return.
  
  I contacted ****************** in late December by phone and expressed my concerns about the mouthing/barking and intensity of the puppys temperament. I sent videos of training, since she had not met the puppy and wanted to show her more about his challenges. I did not label this aggression, but shared that some Border Collie breeds can have a ton of energy and need a lot of focused training and activity daily. During that call, ****************** and I both cried and she thanked me for acknowledging that this puppy might not be best suited for her retirement lifestyle and calm life. She knew that I could place him with her, and said she didnt want to get the dog and have him for two weeks and then return him.
  
  I did offer to give her a month of free training for another dog. ** an email from her she said, It's time to cut my losses. It seems God just doesn't want me to have a dog. I took that to mean that she was giving up on the prospect of finding another puppy.
  
  I then kept the puppy for a month for free, trying to find him a suitable place. I didnt have income for that month and had to move other client board & trains to keep the puppy for free and give him the support that he needed.
  
  After a month, I was surprised to see ****************** email asking for a puppy from another litter. The breeder did not feel any of the dogs she had would be a good fit for ******************. At that time I was catching up on backlogged client training since I had the puppy for a month at no cost to ******************. I also began to feel that my ability to communicate with ****************** and receive responses was lacking and I did become concerned about working with her remotely with another dog. I advised her to work with a local person that could train a future dog on-site in her home in *********.
  
  Im deeply sorry this situation ended this way. I donated $3,000 of free training for a month and spent countless hours unpaid managing communication and placement. The puppy is now receiving free training for 2 years with a professional organization, as per Ms. ******** wish.  

  Customer response

  05/23/2023

   
  Complaint: 20047187
  
  I am rejecting this response because:

  My complaint is that I was offered a month of free puppy training subsequent to the events ******* speaks of. I did not receive that month, and I was told that ******* was booked up and unable to honor her word. She was not booked up through May (8 weeks after the last of 3 litters I said I'd be willing to adopt from). When I told her I understood, very clearly, that she had offered a free month but was in fact not honoring that offer, she did not reply to assure me otherwise.

  In my grief, at one point, I did say I should "cut my losses" (regarding obtaining the dog ********) and that it seemed "God didn't want me to have a dog." This one instance, at a time of huge financial and emotional loss, does not have substance against the many, many times I repeated that I wanted to take advantage of the compensatory one month of training a different dog.

  As for the difficulty in speaking with me or emailing me, there was exactly one instance where I said I did not wish to respond to an email. I was, again, grieving, and it was not an appropriate time for me to do so--I was aware that I could not make the best decision at that moment. At no time did I indicate I never wanted to communicate again. At no other time did I not avail myself of communication, via phone or email. This is demonstrable.

  Every innuendo about my state of mind is just that, an innuendo. If you want to read between lines to twist things, it's almost always possible to do so. This in no way detracts from the repeated documents where I indicated I did wish to honor the free month of training.

  In short, I paid $6000 to have a dog trained and did not receive a trained dog. Perhaps all your other clients in your fifteen years find this an acceptable way to conduct business. I do not. I find it much more in keeping with swindling someone who was very naive and very sad--both of these character traits were used to take advantage of me.

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

  Business response

  05/26/2023

  Dear ******************,
  
  Due to the fact that the BBB has closed this complaint, I am not able to respond via their platform. I called them and emailed them asking to keep it open for my response prior to closing it. No response from them, so Im emailing you and their resolutions department. 
  
  I value your heart and I care more than you seem to know about the outcome of my work. This work is my legacy and not just a business. Its clear we are going to need to agree to disagree on all of the layers that have brought us to this point. 
  
  I would never leave a client dissatisfied thats not the stand I take in my life, personally or professionally. My personal values are of honor, integrity and love and those are also staples for me in my business life. Im a small business with limited capacity, so I cannot afford to give away free training to clients. That said, I did give a month of free training and time and energy to ********. That time was to shepherd his success and I wasnt paid for it, or any of his expenses. 
  
  The contract you signed states that there are no guarantees of satisfaction and no refunds. I have never had to reference that clause with a client until now. The contract was created by a lawyer and it is legally binding. That said, if your peace can only be found in a refund of $3,000 for a month of training to be applied towards training a new dog, I will break my policy and give you $3,000. That means that I, in turn, am losing two months of income for work that I did in fact do. 
  
  Its important to also note that ***************** didnt have a dog that they felt would be suitable for you, so I would not have been able to train a puppy for you from ***************** for a month, as she didnt have a dog option that she felt met your needs. 
  
  I want your highest good, as I do all of my clients. Life is precious and too short to leave unfinished business in the world. This has been immensely impactful on my heart and I want both of us to move on with as much peace as possible, given these very unexpected and unfortunate circumstances.
  
  You requested a $3,000 refund. I do not offer refunds nor do I believe I am financially obligated to do so in this case. If a refund will bring you peace and we can be complete and move on without any further issue or communication, please confirm and I will send $3,000.
  
  *****************************
  At Your Service Dogs
  

  
  

  Customer response

  06/08/2023

   
  Complaint: 20047187
  
  I am rejecting this response because:

  My name is **** *************************. I am the executor of ************************************ estate. ******** died in an automobile accident in May 2023.

  
  I have consulted with family members about this matter. We reject the business explanation in full. Yet we will not pursue it any further. I have advised ***************** at ********************** Firm of this as well.
  

  Our family needs to inform you that ******** died, as a very happy woman. This after months of sadness and confusion. She was driving home with her new puppy. Our family however knows if you and your breeder had conspired to replace her puppy and training rather than conspiring to prevent it ******** would be alive today. We find your actions reprehensible.
  
  
  
  Sincerely,
  
  *********************** via ***********************

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