Positive Paws K-Training & Doggy Daycare

On March 26, [redacted] ***, along with her family, brought their dog in for a free assessment for their dog [redacted] .They explained to us that they have had ongoing problems with dog-on-dog aggression issues that have resulted in several dogs left needing serious surgeries as well as a canine fatality.We understood the seriousness of the situation and accepted her dog in hopes of rehabilitation through positive and choice teaching methods with no guarantee that the training would be effective for a dog that has already attacked other dogs.We stressed the importance of the family being a huge part of the training and homework and the hours it would take to train their dog.We explained to her how we came up the $3,and how much time was going to be needed by our trainer, as this was not going to be a quick fix, but rather a long-term commitment Also, there was the fact that [redacted] could not train when other dogs where here and that meant after-hours and/or Saturdays.The Contract was reviewed and it was explained that once the tuition is paid, there are no refunds She was given EVERY opportunity to walk out without signing a contract Actually, it was advised that she take the evening to think it over She stated that she really wanted to make a difference and train her dog using our positive training methods and was willing to give 100%.On April 2, Positive Paws received a phone call from [redacted] 's boyfriend, asking us for a refund stating that [redacted] did not think things through and wanted to cancel the training completely, He stated that they had understood that our policy is no refunds after tuition is paid and admitted that that was clearly stated at the assessment He said he understood[redacted] called the next week to schedule her training with [redacted] That appointment was cancelled the day of the training because it was raining and she lives an hour away, however she informed us only minutes before the scheduled training and after we had left her messages about confirming her appointment The second appointment was cancelled due to her being sick The appointment was rescheduled, and that is where it went south There was a lot of back and forth with our receptionist and [redacted] on a date that worked for everyone I don't know who was "in the wrong" with this appointment, but we felt awful when we found her note that she had been there Saturday and no one was there It is correct that we did not contact her until late morning, but we run a doggie day care and that is a very busy time with drop offs.We sent an e-mail to her to tell her that we would reimburse her for her gas and come to her home to do an in-home training to make up for the confusion She declined.As far as e-mail not being a good way to conduct business, I take issue with that First, it is the quickest way to get most people We do not have time to track people down by phone Second, it is a written record that can be referred to in a case such as this.I do not think we were rude in our e-mails It did become frustrating to be asked the same thing over and over I can fax these to you, if you would like.Thank you [redacted] & [redacted]