ComplaintsforLove For Dogs

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I took our dog into Love For Dogs on Feb 14th 2024. I explained to the workers that our dog ******** is not to be placed in a cage/crate at all, they said that she would not be in one, as we had signed up for "15 Day Play & Train" training. After getting into thier building I could here ****** barking from the back, where in fact she was placed into a cage. I told them again that ****** was to not be placed into a cage. The next day the same thing happend and I was informed that she was not in a cage and she was playing with other dogs. I found out that no in fact she was in a cage and not playing with other dogs. The third time I decided to go in before letting them take ****** that I would sit down and have a talk with them again. and again I was told not to worry she would not be placed in a cage. Again after picking ****** up found out they were not telling me the truth. I asked If I could go and take a tour and see where ****** plays with other dogs, I was denied to do that. I asked several times to speak to the onwers, this to was denied. I went in on my third and final time and had my phone recording the entire conversation. The are in direct violation of thier own agreement which clearly states GUARANTEE: Every attemt will be made to work with our customers until they are satisfied with the service they have purchased. They did not even come close to this Guarantee. The only thing they did do was to lie and keep going with that lie. I have viedos of how cruel they were to ******, one worker actually pushed her face to the ground. And I have the video with them on my last day on my phone. They Do not care about taking care of dogs, they just take them put them in cages and wait until thier owners come back at the end of the day to pick them up. We paid $1,215 to have our dog trained NOT to have her put in a cage. No one should take their dogs to this place....No one should ever trust thier dogs to anyone at Love For Dogs.

  Business response

  02/27/2024

  We would like to run through a few details that seem to be have left out to favor this complaint. We have camera footage showing all of the following: 
  
  
  2-14-2024 drop off 1:23pm and pick up at 4:06pm: at drop off he made the comment of "if anything happens to my dog, I will sue remember that I have a good friend that is an attorney". He also made a comment of asking brenda if we have ever had an untrainable dog and proceeded to say "well this may be your first." 2nd day 
  
  
  2-15-2024: Drop off 9:04 am pick up at 3:13 pm. This is the day he got mad at the trainer, ashton, for "shoving her [*******] face into the ground" of which via footage, was not actually done. He then proceeded to ask for the owners information, which our general manager told him she cannot give that information out, but she was happy to discuss any of his concerns. He then proceeded to call the manager a ***** *** ****** * **** when they were explaining the methodology and his training homework. Once again, we are happy to share the video, in which Ashton was even soothing ******. 
  
  
  2-20-2024: Drop off at 11am and pick up 5:25 pm. He was fine again this day, and even stated he was fine as long as Ashton was gentle. 
  
  
  2-22-2024 drop off 8:17am pick up 10:30 am. This is where he kept asking for a tour outside of our stated touring hours. We specifically stated we can bring his pup out, but due to other client dogs being in the back, we cannot take him back there outside of touring hours. This is for every dog and persons safety. Again, we have footage of the training as well as these incidents. It also specifically outlines in the contract that "Owner also agrees to not online defamation or slander Love for Dogs publicly if they do not complete the entire training program, lessons or request additional follow up training,” none of which were done or completed. This is specifically a clause for situations like this where someone is displeased after 3 days on a 15 day package. Also, his dog was indeed part of daycare. His claims are quite contradictory as he said “she was crated all day” in the affirmative, but then said he wasn’t able to go back there. We maintain a strict schedule for feeding, open play, and rest in order to maximize dog health and happiness. ****** was included as a part of this program and received the same care and playtime as every other dog, which we have video evidence for. Dogs are not a one size fits all and at the time of complaint, he hadn’t even finished a 4th day of a 15 day training, which is an inadequate amount of time to train any dog. We would be provide any footage or other evidence.

  Business response

  03/14/2024

  Good afternoon,
  If you are to be understood, you believe we broke our contract since you believe we put ****** in a cage, despite showing video evidence contradicting your claim? We do have a customer satisfaction guarantee clause for dogs who fail our graduation test, in order to give the dogs the extra time they need to learn what was promised. It is stated in the contact, that once a training time has been completed we would offer extra training free of charge. This does not stretch to us refunding you for blatantly false accusations. I would also like to point out that of the hundreds of customers we have each year, and fantastic reviews we have, you chose to point out the one negative review we have received, which we have since rectified. Please provide solid proof, not clearly false claims, of us breaking the contract. 

  Customer response

  03/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  
  
  You did break your own contract. No your contract does not say anfter graduation. It states... "GUARANTEE: Every attempt will be made to work with our customers, until they are satisfied with the service they have purchased" it does not say only after graduation.  And you only took ****** out of the cage you had her locked in to shove her face to the ground so that you could make your two min video and then you locked her back in a cage. As I have stated before, I came in three different times on three different days.  All three days ****** should have been playing with other dogs or training and she was not, you had her locked in a cage in the back. You broke your schedule, that broke another part of your contract. Nothing that I have stated in any way are "false accusations" everything I have stated in the complete truth. You broke your contract. And you did the exact same thing to the other customer that I stated before. People bring their babies to you for training, not for cruelty. Nothing I have stated in untrue. I have your two min video of your worker shoving ****** face to the ground as well as her swinging on a leach trying to get free. That is not training..That is pet cruelty. You broke your contract period. 

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