Business ProfileforK9 Fluent Professional Dog Training, LLC

We brought our puppies here for training and enrolled them in both a 15 day and 10 day program. We have been happy with the results, however, something significant happened that is impacting my entire review of the business. Our 10 day program was over, so we were on our 11th day for one of our pups. My boyfriend was out of town and things happened with an appointment that I had, and I was running late for the first time. I felt HORRIBLE! I was running about 15 minutes late and I was talking to ******* one of the trainers on the phone. I was so sincerely apologizing, willing to pay whatever fees, miss the following day of training - whatever it takes to fix my mistake of being late as much as possible. Still, ******* a dog trainer we have both always liked was being SO RUDE! I COULD NOT believe it! So rude, negative and monotoned on the phone. Has nobody ever been late before? Imagine being treated so nasty for being late. It happens. I was basically having a panic attack trying to get there as fast as possible. Most people would say Okay, here is the fee, please get here when you can, nope, she did not care, she did not care I was literally trying to jump over traffic to come and get him. I cannot believe the way I have been treated. If I was *******, the owner, or the office manager, ****** and I witnessed that behavior, I would strongly consider firing any employee! I was already late and her being rude was not going to change that.. so why be so negative and nasty about it? At this point, ****** told me there would be a fee in place. I said okay, whatever it takes! I was willing to do anything to fix it. However, she was unfamiliar with the policy that they have. She said they were going to take Calum (our dog) home. I totally understand that. If somebody is late, obviously they can charge a boarding fee and take him home. However, I told her, go ahead and charge me for the night if needed, but wherever you are, I am going to pick him up. I understand if you

I see that your story keeps changing depending on where you post. I have always made sure my customers are take care of. However I refuse for me, my employees, or my company to be treated as if we are at your **** and call. We are a business with rules and policies. Actually our customer services was beyond accommodating for you. You didn't make arrangements to pick up your dog before 7pm. You knew it was 7pm as it was what you were told in your consultation and the email you received with your weekly schedule. Also, this wasn't your first day picking up of your 15 day program, it was your 13th day. You knew our rules. That isn't our fault, but yours. We also called you to remind you at 630 pm, and you told use that your were on the way and should be there by 7:05. We are just fine with this. Then 7:15 PM came you still aren't there so we called again. This time you said you still haven't left your house. This is not ok. You then stated you were on your way speeding and putting your safety at risk. So you chose to not get there and our policy is they board with a Trainer until the next day. You can pick them up then. Instead you demanded that the trainer boarding your dog meet you somewhere and give your dog to you. Which is also against our policies. We have policies in place for the safety of the dog, our employees, and our customers. You demanding something because you want it is unrealistic. You are lucky the cops were not called. Instead you beat on my doors. My trainer let you in anyway at 7:32pm. She was actually told not to because of policy. We were CLOSED. She did so out of fear and your anger. You then took your dog to your car, but instead of leaving you came back in screaming, yelling, and cussing. So you were assaulting my trainer. All the while I had 3 minors there working and they were not aloud to leave until you did. You assumed and demanded that since people are there you should be accommodated. The answer is no. They are here to clean the facility for the next day and my trainers job is to not leave to make sure they are safe. Still thinking you are entitled you demanded to speak to the owner. That is not how it works. Again you didn't get what you wanted how you wanted. We very much, until that point had bent over backwards to accommodate you and your dogs. We have managers in place to handle situations that arise, the owner is consulted and aware of everything but trusts her managers. We also came to an agreement and you were happy after this incident. Now you are back to your anger. Not ok and not fair. Remember if you go to a restaurant, hair or nail salon when they are closed, they are closed. You have to wait until they are open for normal business hours the next day. Dog Training is no different. Respect is needed both ways and it is clear you do not. We kept your appointments of training and were still going to let you attend group classes. You chose to cancel because you thought you deserved to talk to the owner and not the manager. We held up our end of the training contract. I am sorry you feel you didn't get what you wanted, but we returned texts and my Manger was on the phone with you for over 30 minutes. We took exceptionally good care of your dogs and you. However we do not have to tolerate you treating us this way. Normally I would take responsibility for anything we (my company) had done wrong. In this case I will not let you treat my employees or me that way. Have a great day.