Reply from Wag MatesOct 30, 2024
Hi Travis,
We’d like to address a few points to provide more clarity on this situation.
First, it’s important to note that Coach was described to us as a dog who “nipped,” not one with aggressive tendencies or a history of biting. Nipping is quite different from biting and requires a distinct approach, which is why we placed Coach in a three-week basic obedience program rather than an intensive rehabilitation course.
Regarding the video updates, while we missed two of the eighteen scheduled videos over the three weeks, we provided consistent updates as promised, contrary to your mention of only two weeks. We do apologize if our communication didn’t meet your expectations, but our records show that Coach’s progress was documented and shared regularly.
After the program, we offered in-person follow-up sessions—free of charge—to directly address the behaviors Coach was displaying at home and to help your family understand the root causes, especially given that they seemed to be occurring with a specific individual. You declined our attempts to assist further, however, opting instead to seek a refund. In fact, you even mentioned that your decision to surrender Coach was influenced by your family’s stance on either receiving a refund or parting with him.
It’s unfortunate that, despite our efforts to reach a resolution in Coach’s best interest, there hasn’t been flexibility on your end to collaborate further. We’re disappointed that you chose to leave a review that omits these details, but we stand by our efforts to support you and Coach throughout the training and beyond.
Best regards,
Wag Mates Customer Service