I paid Primal Canine $6,500 for a Board & Train for my small, reactive dog. Now I have a dog that…read moreis still reactive at home, a replacement program they agreed to and then changed, and a refusal to refund anything. The facts below are in their own emails and texts.
The promise: Before I paid, the general manager, Erin, wrote that if the training goals weren't achieved, they would "keep them longer for no additional cost to achieve the training goals." My #1 goal was reactivity, including barking at the windows and sliding door at home. The trainer, Ryan, highlighted that goal as one he could deliver. When I asked whether the results would carry over to my home, he wrote: "Yes, as long as you're consistent with her training I think she'll do really well."
What happened: I was consistent. She did well with Ryan, and she did well with me in public. At home, nothing changed. I'm a military psychologist and see patients from home. Every time a delivery truck pulls up outside my house, she goes berserk, in the middle of my sessions. I can't have friends or family over. My own home isn't somewhere I can invite people, and even having workmen over is incredibly stressful. That's what I paid $6,500 to fix, and it's exactly what didn't change.
When I raised it, Ryan said the guarantee only covered how she behaved with him during her stay, then wrote, "I apologize if we had been unclear about what exactly it was that was guaranteed." After that, his answer was to put it back on me: my leash technique, where I lived. And to recommend a prong collar or e-collar on my 4-pound dog, after my intake form had already asked for no prong collar. Erin later wrote that she addressed his e-collar pressure with him.
If they say I didn't finish my transition lessons: I did transition lessons with Ryan. When they made no difference at home, I asked for an in-home session instead, and Erin agreed to send him to my house. Her own later email says she "bypassed the original plan" of lessons at their facility. The in-home times he offered were in the middle of my workday; evenings were "not the best way," and the earliest was a month out. I was done with a trainer who pushed an e-collar and blamed me, so I asked for a refund.
If they say they offered a second program: They did, instead of a refund, and I accepted on two conditions: we agree on the trainer and agree on the goals. We agreed on a trainer, and Erin wrote that she would "travel to you for the transition lessons." I waited months for her to recover from an injury. Then they changed the terms: that trainer would no longer come to my home, and the in-home lessons would go to the owner, who was not the trainer we agreed on and whose methods, from what I've seen, are too forceful for a 4-pound dog. When I asked Erin to do them herself, she declined. I never backed out. They changed the deal, then refused a refund and told me I could continue only "under the terms in which the company trains dogs." I'm still willing to do it on the terms we agreed to: the trainer we both approved doing the training, coming to my home for the follow-up lessons, and achieving the agreed-upon goals.
If they say the contract says no refunds: They refunded a friend of mine under the same no-refund contract, around the time my dog's training ended. And before I signed, I read a review in which the owner agreed to refund an unhappy client. That's partly why I trusted them.
Also: Ryan posted a compilation of my dog's training on Instagram to advertise results she never achieved at home, presenting her as a success story and implying I was a happy client. To me, that's false advertising. When I told Ryan in writing that it misrepresented her results, he removed it from his Primal Canine account but kept it on his personal account for months, until I took it to Erin.
If your dog's problem is at home, ask Primal Canine in writing, before you pay, whether their guarantee covers your dog at home or only with their trainer. Mine turned out to cover only the trainer, and even what they put in writing wasn't honored.