Dog training service not delivered as advertised – refund process stalled

Rafaandlouiethedogs

I’m hoping for some advice on a consumer dispute I’ve been unable to resolve.

I paid for a dog training programme in July based on claims that my dog would be able to be off leash at the end. Unfortunately, that outcome wasn’t achieved — my dog is not off-leash capable.

I contacted the company in early September. They acknowledged the issue and said refresher sessions would be needed to assess whether a refund was appropriate. I attended one follow-up session, but since then I’ve been trying for over two months to schedule further sessions with no success.

I’ve emailed and called repeatedly, and even a scheduled call recently didn’t happen. I now have no resolution and no follow-up service.

I’ve started a card dispute and requested a deadlock letter. From what I understand, services should be provided with reasonable care and skill and within a reasonable time under the Consumer Rights Act.

Has anyone been through something similar, or can advise whether ADR or small claims would be the best route from here?

flaneurs_lobster

Someone with a dog is probably going to say that it's obvious what "off-leash capable" actually means but I'd still like to know.

Doesn't the entire dispute depend on what this definition is? 

pinkshoes

Dogs are not robots that can be programmed...

Did the program have a 100% guarantee that the dog would be able to be off lead at the end? 

Or did it guarantee more (free??) training until the dog could manage off lead?

powerful_Rogue

Depends on what the advert said and what the T&C's stated.

What's the name of the company?

born_again

Rafaandlouiethedogs said:

I’m hoping for some advice on a consumer dispute I’ve been unable to resolve.

I paid for a dog training programme in July based on claims that my dog would be able to be off leash at the end. Unfortunately, that outcome wasn’t achieved — my dog is not off-leash capable.

I contacted the company in early September. They acknowledged the issue and said refresher sessions would be needed to assess whether a refund was appropriate. I attended one follow-up session, but since then I’ve been trying for over two months to schedule further sessions with no success.

I’ve emailed and called repeatedly, and even a scheduled call recently didn’t happen. I now have no resolution and no follow-up service.

I’ve started a card dispute and requested a deadlock letter. From what I understand, services should be provided with reasonable care and skill and within a reasonable time under the Consumer Rights Act.

Has anyone been through something similar, or can advise whether ADR or small claims would be the best route from here?

Chargeback & Consumer rights are two separate processes & chargebacks do not mirror consumer rights.

Deadlock letter from who?

Amazed any dog trainer would state that a dog would be "Off Leash" trained in 2 months.. 

sheramber

born_again said:

Rafaandlouiethedogs said:

I’m hoping for some advice on a consumer dispute I’ve been unable to resolve.

I paid for a dog training programme in July based on claims that my dog would be able to be off leash at the end. Unfortunately, that outcome wasn’t achieved — my dog is not off-leash capable.

I contacted the company in early September. They acknowledged the issue and said refresher sessions would be needed to assess whether a refund was appropriate. I attended one follow-up session, but since then I’ve been trying for over two months to schedule further sessions with no success.

I’ve emailed and called repeatedly, and even a scheduled call recently didn’t happen. I now have no resolution and no follow-up service.

I’ve started a card dispute and requested a deadlock letter. From what I understand, services should be provided with reasonable care and skill and within a reasonable time under the Consumer Rights Act.

Has anyone been through something similar, or can advise whether ADR or small claims would be the best route from here?

Chargeback & Consumer rights are two separate processes & chargebacks do not mirror consumer rights.

Deadlock letter from who?

Amazed any dog trainer would state that a dog would be "Off Leash" trained in 2 months.. 

The OP hasn't said how long the course was.

he has been trying to engage with company over his dispute for two months.

sheramber

Rafaandlouiethedogs said:

I’m hoping for some advice on a consumer dispute I’ve been unable to resolve.

I paid for a dog training programme in July based on claims that my dog would be able to be off leash at the end. Unfortunately, that outcome wasn’t achieved — my dog is not off-leash capable.

I contacted the company in early September. They acknowledged the issue and said refresher sessions would be needed to assess whether a refund was appropriate. I attended one follow-up session, but since then I’ve been trying for over two months to schedule further sessions with no success.

I’ve emailed and called repeatedly, and even a scheduled call recently didn’t happen. I now have no resolution and no follow-up service.

I’ve started a card dispute and requested a deadlock letter. From what I understand, services should be provided with reasonable care and skill and within a reasonable time under the Consumer Rights Act.

Has anyone been through something similar, or can advise whether ADR or small claims would be the best route from here?

There is no magic process to train a dog to respong off lead.

A course can only give you pointers, but the real work is down to you and how much effort you put in to training every day, and the relationship you have with your dog.

What is the company name  and are they signed up to ADR?

MikeJXE

I can train a dog to be off lead, have done it many times but 

That doesn't mean it will take notice of you 

Okell

MikeJXE said:

I can train a dog to be off lead, have done it many times but 

That doesn't mean it will take notice of you 

This ^

All dogs are "able to be off leash".

Doesn't mean you can control them...

Jenni_D

Okell said:

MikeJXE said:

I can train a dog to be off lead, have done it many times but 

That doesn't mean it will take notice of you 

This ^

All dogs are "able to be off leash".

Doesn't mean you can control them...

This ^ ++

Our 2 dogs are off-lead capable with me, but my partner isn't confident enough to have them off-lead so that nervousness transmits to the dogs. Perhaps the OP has the problem, not the dogs? 🤷‍♀️

Arunmor

Jenni_D said:

 Perhaps the OP has the problem, not the dogs? 🤷‍♀️

Many years ago I was having problems with my Springer out shooting basically over excitement.  Spent 40 minutes doing nothing but walking in the opposite direction of the dog as he bombed past, before he stopped and looked at me.  Then the lesson began.  Long and short was there was nothing wrong with the dog it was all me.