Somerset Labradors

Dear [redacted]:Service Dogs by Warren Retrievers received your letter of
June 9 at its office in Madison, Virginia, on June 13, 2016. Thank you for
reaching out to us regarding the concerns expressed by [redacted]. I appreciate the
opportunity you have provided us to respond to this...

complaint.[redacted] first reached out to our Organization on September
22, 2015, via email to our info email address that is supplied on our website. This
request was for information about our service dogs. We replied to that email on
September 23, 2015 at 3:50 p.m. providing her with a detailed explanation about
our services, directions on how to subscribe to our newsletters for more insight
about us and to read stories shared by families who have our service dogs. In that
email, we asked that [redacted] call out office to speak with us directly if she
had many questions or would like to go forward with receiving a service dog
from us. We never received a telephone call from [redacted].Six months later, on March 17, 2015, [redacted] again emailed
our Organization through the info email address indicating that she never heard
back from her initial email inquiry. We responded to [redacted] email immediately
on March 17. In that email we asked that she please check her spam email folder
as we believe the emails were going to that folder.Several months later, on June 8, [redacted] sent an email to
our info email address saying she would not do business with us because we had
never replied to her email inquiries.  Our
organization responded that that was just not factual. We did indeed respond to
every inquiry.Clearly, our organization believes we made every effort to
respond to [redacted]. If [redacted] had called our office as we requested in our
first communication with her, we would have had complete contact information for
his which would have enabled us to address any questions she had about our
Organization and its service. This is merely a situation where a similar phone
call from [redacted] would have facilitated positive communications. All we could
do as an organization was respond to her emails since phone contact information
was never provided to us and the Organization cannot be held at fault it the emails
went to a spam email folder. [redacted] email to our Organization on June 8 was
accusatory and very negative. We apologize if she feels our response was equal
to hers in tenor and tone. Her concerns about out response have been shared
with our entire staff.Finally, in order to answer [redacted] request to stop the
email newsletters, general information and update email from our Organization,
she must unsubscribe on the link provided with those emails. We did not put **
[redacted] email address on our subscriber list. This is something only she could
have done by hitting a “subscribe” link on our website.SDWR is genuinely saddened that we were not able to have a
more positive experience with [redacted] as we have experienced with the 500
families who currently have a service dog from our Organization.Thank you again for this opportunity to respond.Sincerely,Lucinda W[redacted]

Review: I have been sending emails to get more information about this company for several months with no response. Today, I receive a generic email saying "Do we not interest you anymore? We haven't heard back..." I responded with, "I have tried contacting you numerous times with no response so I am no longer interested."

I get an instant reply (shocking after trying to reach them for so long) with a very rude response using my word "numerous" several times in a demeaning manner. Customer service is severely lacking. Especially for a company that advertises their care and love for animals and those that may need their services. Very rude and very uncalled for.Desired Settlement: Please no longer send me harassing emails, and get some customer service training for your staff.

Business

Response:

Dear [redacted]:Service Dogs by Warren Retrievers received your letter of

June 9 at its office in Madison, Virginia, on June 13, 2016. Thank you for

reaching out to us regarding the concerns expressed by [redacted]. I appreciate the

opportunity you have provided us to respond to this complaint.[redacted] first reached out to our Organization on September

22, 2015, via email to our info email address that is supplied on our website. This

request was for information about our service dogs. We replied to that email on

September 23, 2015 at 3:50 p.m. providing her with a detailed explanation about

our services, directions on how to subscribe to our newsletters for more insight

about us and to read stories shared by families who have our service dogs. In that

email, we asked that [redacted] call out office to speak with us directly if she

had many questions or would like to go forward with receiving a service dog

from us. We never received a telephone call from [redacted].Six months later, on March 17, 2015, [redacted] again emailed

our Organization through the info email address indicating that she never heard

back from her initial email inquiry. We responded to [redacted] email immediately

on March 17. In that email we asked that she please check her spam email folder

as we believe the emails were going to that folder.Several months later, on June 8, [redacted] sent an email to

our info email address saying she would not do business with us because we had

never replied to her email inquiries. Our

organization responded that that was just not factual. We did indeed respond to

every inquiry.Clearly, our organization believes we made every effort to

respond to [redacted]. If [redacted] had called our office as we requested in our

first communication with her, we would have had complete contact information for

his which would have enabled us to address any questions she had about our

Organization and its service. This is merely a situation where a similar phone

call from [redacted] would have facilitated positive communications. All we could

do as an organization was respond to her emails since phone contact information

was never provided to us and the Organization cannot be held at fault it the emails

went to a spam email folder. [redacted] email to our Organization on June 8 was

accusatory and very negative. We apologize if she feels our response was equal

to hers in tenor and tone. Her concerns about out response have been shared

with our entire staff.Finally, in order to answer [redacted] request to stop the

email newsletters, general information and update email from our Organization,

she must unsubscribe on the link provided with those emails. We did not put **

[redacted] email address on our subscriber list. This is something only she could

have done by hitting a “subscribe” link on our website.SDWR is genuinely saddened that we were not able to have a

more positive experience with [redacted] as we have experienced with the 500

families who currently have a service dog from our Organization.Thank you again for this opportunity to respond.Sincerely,Lucinda W[redacted]