K9 Connection

Thank you, Holly. We've received lots of great feedback on our Puppy Social Hour and we're happy that it helped you too!

Thank you, Jacqueline. We're here to help!

Thank you Tom!

Hi Randy,<br><br>It has been almost eleven months since Jackson's training program and we’re truly sorry to hear that you felt disappointed, and we appreciate the opportunity to clarify a few important points.<br><br>I first want to state that our training philosophies regarding clear communication and leadership, our techniques, and dog and client care standards remain the same as when our founder, Tyler Muto, ran the business. We believe that our reviews and the many testimonials from clients over recent years strongly support this.<br><br>I'm not sure why you were recording conversations with our staff, but regarding our own communication with clients, we take our responsiveness very seriously. Our phone records—and automated recordings of all inbound and outbound calls—show that your last call to our facility was placed on 3/3/25 at 11:32 AM. I returned your call at 1:22 PM the same day, and we spoke for more than 20 minutes. As for the email mix-up: the emails we sent did not bounce back and we assumed that the address originally provided was correct. We also apologized as soon as this was brought to our attention and sent you the delayed communications. <br><br>Jackson is a big, sweet, and highly energetic boy, and our team genuinely enjoyed working with him. As we discussed during the consultation and throughout the program, he came to us with a minimal understanding of human and dog socialization, obedience, and basic manners due (by your account) to having spent his entire four years living outdoors on a farm. I even recall you mentioning that he was getting his food through a pig feeding bin. <br><br>During his program, we explained that he was essentially a four year old puppy and that his training journey would require a longer-term focus and commitment beyond the short Board & Train program—especially when compared to your previous dog, whom you raised from a puppy and who had a very different foundation.<br><br>We understand it’s natural to hope for the same results you experienced with your last dog, but the starting points were not comparable. We did our best to set realistic expectations from the beginning and outline the continued work needed at home to support his success.<br><br>We would also like to recognize that there were moments during Jackson's program where your Trainer and our staff were second-guessed, and training methods not followed as advised. You noted in a January call with me that Jackson did great during his Friday go-home lessons, but became very difficult when you got him home. You also said during the call that you "worked the snot out of him" over a weekend when we recommended that you work only a couple of short sessions with him each day on specific techniques.<br><br>Despite the above mentioned communication challenges with our team, we have always remained committed to helping you and Jackson succeed. During our March call, I reaffirmed that we would continue to support you and be a resource for any training questions you may have in the future. I will also remind you that you have not used the free follow-up Private Lesson that was included in your program. <br><br>Thank you again for sharing your feedback. If there is any opportunity in the future to continue to help you succeed with Jackson, please don't hesitate to contact us.