Wholistic Hound Academy

Thank you so much Maria for your 5-star review! We truly appreciate your support. We are thrilled you had a wonderful experience with our instructor Nina and our team and look forward to seeing you and Walker again soon.

Thank you Bonnie for your review and know how much you and Minka enjoy coming to Wholistic Hound Academy. We appreciate your 5 star review and your patronage. So happy to hear how much progress you have made and look forward to having you and Minka back at the Academy soon!

I am incredibly sorry about what happened to you and Goldberry today. I do not have enough words to express how sad I am feeling about this. We have never had this situation happen before, as we have a protocol in place for what to do when no one is in attendance at the start time of a class. This morning, we had two puppies registered. If neither client is present at the scheduled start time of the class, as happened in this case, our protocol is to wait 15 minutes. After that, we attempt to reach the clients by phone, text, and email. Unfortunately, our trainer did not follow the proper protocol. As a result, the trainer left without contacting either you or me to confirm that her class was not canceled. Last week, we had to cancel the class due to insufficient enrollment. Our Puppy Socials have been pretty full up until recently, as you might recall, when you attended with Mana. We recently changed the date and time of this class, so it may take some time to ​r​egain its high enrollment.<br><br>​I know that you and Mana have taken numerous classes with us, and I appreciate your patronage and support. Although I cannot make up for the time, money, frustration, and concern for your puppy that this incident has caused you, I do want to do whatever I can to make it right. I know refunding the registration fee for this one class is not nearly enough to make it right. Additionally, I would like to offer you free Puppy Social classes for Goldberry until she reaches 20 weeks of age, which would be approximately 11 free classes. Although this won't change the anger, sadness, and​ concern you must have been feeling, I want to do whatever I can to try to make amends and restore your faith in us during your training journey with both Goldberry and Mana.<br><br>​I also spoke with the instructor, Chris, who is also beside herself for her mistake. She has offered to give you a free initial training consultation​, a 1.5-hour private lesson with you and Goldberry. <br><br>​Chris did attempt to call you earlier today, and I believe that she left you a message or text. I will also ​follow up with yo​u to ensure that you received this email and to discuss this matter further. I will provide this response to your review and comments​ on Google.<br><br>​I will be meeting with all my trainers in a few weeks and plan to review our protocols ​with them to ensure this never happens again. ​Once again, I offer my sincere apologies for the terrible mix-up that ​occurred today. It should not have happened. We have several clients who come to us from as far as Gaithersburg because of the training we provide. I appreciate the willingness of these clients to travel to us with their dogs. I want to ensure that these clients, in particular, feel the commute is worth it. Today we fell very short​, and I only hope that we can make it up to you and Goldberry.

Hi Laura, We appreciate your review and value your input. It is very important to us that we ensure that our clients' puppies are free from any parasites prior to attending our puppy classes. In our Welcome email, we do ask that clients email or drop off their test results prior to or at the first class. We would love to have them be able to upload them into our system in the future. You are able to enter the specifics, which you did. I appreciate it that you entered all of your puppy's vaccination and fecal test records and dates into the system. We do review them before each class and made an assumption they would be emailed or brought to the first class. We do not have front desk staff on the weekends so we will need to look at improving the system so that you know we take this issue seriously and so that we make sure to get the records even if the client submits the information into the system. The individual trainers are not usually involved in this process as they are focused on the learning end and setting the puppies and clients up for success in their training. However, they are always happy to take the records from you before or after class. <br>I appreciate your patronage and support. Thank you for complimenting our instructors. They are always there to answer follow up questions you may have about any difficult skills or follow-up tips. I believe that the quality of our instruction goes far behind watching a few YouTube videos and many of those videos do not follow the latest science of dog behavior. So you have to be careful. Please let me know if you have any questions, need any additional information, or support in your training journey.