Reply from DogAcademyMay 20, 2026
Dear Anthony,
Thank you for taking the time to share your concerns. We understand your frustration and appreciate the opportunity to address your experience.
First and foremost, we want to acknowledge the seriousness of Sawyer’s behavioral challenges. At the start of training, Sawyer was identified as a high-risk case due to fear-based reactivity, including a prior bite incident that required urgent care treatment. Because of this, our trainers determined that beginning with virtual behavioral foundation work was the safest and most appropriate course before introducing in-person sessions.
Your initial evaluation session was scheduled within six days of enrollment, and accommodations were made to work within your stated availability requirements of evenings after 7 PM and preferred weekends. Throughout the process, our training staff continued evaluating Sawyer’s readiness for in-person work. Based on the professional assessments of multiple trainers, it was determined that additional virtual sessions focused on confidence-building, muzzle conditioning, and desensitization were necessary before safely transitioning to in-person training.
We understand your concern that the process felt prolonged. However, these recommendations were based on trainer evaluations and safety considerations rather than an attempt to delay services. In fact, Dog Academy provided an additional virtual training session at no charge and also arranged a rare Saturday accommodation with your trainer in an effort to better support your scheduling needs.
Additionally, we would like to clarify that Dog Academy does have multiple qualified in-person trainers located within approximately 15 miles of your area who would have been available to work with Sawyer once he successfully graduated from the behavioral foundation stage and was deemed safe and ready for in-person handling. The delay in transitioning to in-person sessions was not due to a lack of trainer availability, but rather based solely on the professional recommendation of the behavior team regarding Sawyer’s readiness and safety.
We also understand your disappointment regarding the refund request. While your account falls outside of the refund policy window, your unused in-person training credits remain active and available for future use should you choose to continue training once Sawyer is ready for in-person work. Additionally, your lifetime access to virtual support resources and course materials remains available.
Our goal has always been to prioritize the safety, progress, and long-term success of both you and Sawyer. We regret that your experience did not meet your expectations and appreciate the feedback you have provided.
Sincerely,
Dog Academy Team
