My husband and I were looking for a place to train our dogs basic commands, leash training, and help work through some separation anxiety training with our dogs.
When I originally talked with the manager (Danie), she told me that the trainer would like to have 2 weeks to work with our pups. I requested to speak with the trainer before we decided to go with South Paws. Joseph called me and I told him a bit about Toby & Abby and it sounded like a great fit for them. We were really happy that they said they could get them fully trained in 2 weeks (I have proof on text messages) and then they offered a 4 week program that would help solidify and fine tune the full training. They originally asked for a $100 invoice to reserve their dates, but when they sent it, it was $200. We agreed on a set price of $5,000 for 4 weeks, but when we went to pay it, they requested on Venmo $5,212.50 (given we already paid $200). They said that there is tax involved so even though we agreed on $5,000, it really is $5,412.50.
That was my first red flag, but I let it go and paid for the first half of their training of a total of $2,806.25 including deposit. The evening we were going to drop the dogs off, Alia (the owner/trainer) texted and said that only Joseph would be at the ranch as she has a class. When we get to the ranch, Joseph was not there and instead it was a man by the name of Dustin who introduced himself as the lead trainer. I was a little confused as on the website it says Alia is the lead trainer and then when I requested to speak with the trainer, I talked with Joseph... And now I am meeting another new person who is claiming he is the lead trainer. Overall though, they all sounded like they were on the same mindset of how they would train our dogs. Dustin also mentioned he would have someone at the ranch update us with photos and videos of their training daily. We were super excited.
When I dropped them off on Thursday (May 26th), I sent a text summarizing our main goals for the training based on both of our dogs. I did not receive a confirmation or text back.. On Sunday (May 29th), Alia texts me and says she's requesting our payment for the first 2 weeks of boarding. I texted her back that I already sent it over along with a screenshot receipt. She then texted back and said she did receive it and was out sick and didn't realize it was paid. I then texted her back that I hope Toby & Abby are doing well in their training... no reply back. On Friday, June 3rd (8 days since we dropped them off), I still have not heard any updates, I texted and asked a question about kennels in the car and then asked how has their training been going and hoped to hear updates. NO TEXT BACK. 5 days later, On Wednesday, June 8th (13 days since we dropped them off), I texted how is Toby and Abby? NO REPLY to my question, BUT I received a text by Joseph saying "Were you told we're using QT for the bus stop today?" So, I know they are using this phone line, but I texted back and said I'm not sure what that means. NO TEXT BACK. The next day, I ask again how my dogs are doing. Alia texts back and said "sorry wrong person to the QT text" and then says "They are doing great. Such good dogs." That is the first time I've heard anything and in 2 weeks that is the only kind of update I get? I then texted back right away and requested a picture or videos. NO REPLY. I then started getting nervous as our next payment for the next 2 weeks is supposed to be due and I've heard no updates on training. I decided to pay a visit Saturday, June 11th to see how the dogs are for myself. As they did say, they love when owners come out during their training times before graduation day to help train. We purposely went on the time it says on their website that the dogs should be getting training. When we get there, Joseph is there and I was excited to meet the trainer I originally spoke with. We asked for updates and he then said he is not the trainer, just the one who gets to play with the pups... RED FLAG as he told me he was the trainer originally. He then said he had no idea how their training is going and couldn't give us an update. We then asked where Dustin or Alia is, he told us Alia is out sick and Dustin has been gone a few days dealing with an emergency with his wife. Again, no one communicated any of this with us and it made us question whether our dogs were getting any training at all. We got to see our dogs and they seemed okay, but were not responding to any supposed training they got. We even walked them on a leash, both started tugging per usual and barked at other dogs on our walk in the driveway. We couldn't see any training but Joseph said he would have Dustin reach out to us by Sunday or Monday with updates. When we left Saturday, I communicated that there has been no updates and we were nervous about everything. Sunday and Monday roll by and NO CALLS OR TEXTS. I then call Monday afternoon and Joseph answers and was acting surprised Alia has not called me. He also said Dustin is still out. Alia then calls me and says she has been working with our dogs but never mentioned anything they've successfully learned. She mentioned they were advanced in their training and I said great! Maybe then we will only do the 2 week program Danie & Joseph & Dustin mentioned in the beginning. She then said she doesn't know why they would say that as she says it is a 4-5 week program. The first week they barely do training as she described it as an introductory phase where the dogs warms up to them and their ranch. RED FLAG as I was told that they would be fully trained by 2 weeks.
I told her we were starting to get really skeptical as we have had 0 communication since we've left our dogs with them and she said she has been out sick with a kidney stone, Dustin has been gone, and their office manager quit so that is why we haven't had communication. She said in a few hours, she will have videos and photos of our dogs in training. 5 hours go by and we receive videos of our dogs with a kid whose hunched over the whole time feeding treats to our dogs that still look like they are disobeying tugging on leash and ignoring commands. After this, I really had enough and told Alia we were not impressed for this being 18 days total since we dropped them off. I told her we were on our way to pick the dogs up. WHEN we get to the ranch, one car speeds off the property and another was right behind trying to close the gate... We then pull in and stop the car saying we were here to pick Toby and Abby up. This looked like another kid who we've never seen before or was told would be at the ranch. He helped us get our dogs and then when we asked to speak with Alia or Joseph, he said neither of them are there and that they left on a camping trip and have no reception, so there is no way of contact for a refund until they get back supposedly this Friday. RED FLAG, they just texted us an hour ago with the videos of our dogs in training, never mentioned they were both going on vacation, and also Alia said she was passing a kidney stone... that does NOT sound like something you do while going camping. Overall, we left very upset and disappointed. This seems very shady and things do not add up. I am requesting a full refund. This was Monday, June 13th that I let Joseph know I wanted a refund. I then texted him from June 14-17th with no reply back asking for my refund and for Alia to reach out. On Saturday, June 18th, I called South Paws Ranch with a different phone number and Joseph finally answered saying he will have Alia call me by the end of the day. I then receive a text at 9:41 PM that Alia is going to email me within the next 30 minutes. I received an email Sunday, June 19th at 12:07 AM listing out many excuses as to why I never received what I paid for and offering to retrain Toby & Abby. I do not want this company around my dogs as I now know the conditions the dogs are kept in, which is nothing like it appears on the website. I then had Alia call me on Sunday during appropriate business hours as I thought it was slightly inappropriate that she emailed me so late. When I talked with her on the phone, I called her out on about 18 different things in the email that were false information. She still tried to offer me an additional 5 week training to make up for the lack of communication and I am refusing any additional service. I paid for a service to happen from May 26th-June 13th and expected the service to happen along with frequent updates of their training. There is no proof of any training, only proof that it did not happen. I do not trust this business with my dogs any longer and would like my refund of $2,806.25.
Dogs are kept in tiny kennels and some had poop smeared in their kennel with no one cleaning it.
I also have proof of everything in writing with text messages, phone calls, emails, pictures, video.
4. Desired Resolution: My full refund back to me totaling $2,806.25 from South Paws Ranch. I will not accept anything less or any additional service provided as I have 0 trust in this company and I have spent a lot of extra time now in pursuit of my refund.
Thank you so much BBB for helping me with this resolution!
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