****updated based on owner's reply***
Update: So...the reply from the company basically said they don't respond to every lead (and we were not just a lead, but a verifiable customer) and their response indicated they were just were too busy and didn't care to make it right.
I will suggest tone could be difficult to imply in an email and I did not say Trish was rude. I said she was difficult to deal with. However, your claim that she has "never has a complaint in 2+ years" ... so, why am I complaining? Maybe there's a first time for everything? Perhaps my definition of "customer service" is a bit different than yours? When a business makes a mistake, they should actually just apologize, rather than make continuous excuses. Thank you for your response. I think it definitely helps everyone see the picture.
The board and train option is absolutely terrible.
TRISH is downright unpleasant to deal with and has very little customer service skills.
I reached out in FEBRUARY looking for a place that specializes in a board & train (for my pup, who is driving my wife crazy while I'm deployed and I seriously owe her a better dog).
After a few weeks of conversation with Trish, the training seems right for us and I'm willing to shell out nearly $3K to have them take my FAVORITE dog and train him for 2+ weeks. I realize this is a tad ridiculous and I have never even considered this for any other pet before, but it's for my BEST dog and for the wife's sanity... so here we go!
Trish mentions the earliest dates available are in mid-May. Ok... that's a long wait, but worth it for the right training and what I hope to get out of it.
They email my wife for additional details all through March. They tell her THEY will make the reservation after she uploads his vaccine records.
My wife uploads the documents in March (last vaccination was 3/21). Then it goes radio silence. She emails them on 4/25 to confirm everything is set up for training, because we are both getting a little concerned there has been no further communication.
Still NO response.
Today, I emailed (FROM OVERSEAS) and TRISH replies that she tried to connect with my wife (no record of this alleged email on 4/25) and since we didn't connect, we don't have a reservation. The next available training is in mid-August.
I am so livid right now.
I have confirmed emails from TRISH that SAY: "Once you have uploaded the vaccination records, I will create a reservation for you. Your spot will not be locked in until the registration is complete and vaccination records are loaded."
All of the vaccines were uploaded in March.
Their staff verified them on 4/25 (at 5pm) after my wife emailed the business (at 1:45pm) to confirm what the heck was going on/why we hadn't heard anything back from them.
Still not a damn apology. TRISH even tried to blame going into labor, not being in the office all of the month of March, and then basically implied it was on us for not communicating with them!!!
Avoid. Find better customer service elsewhere.
I'm sure the dog training is great... if you ever get there.. read more