Zoom Room Dog Training

I rarely leave negative reviews, but this was one of the most disappointing customer service experiences I’ve had. First, the positive: the instructors at Zoom Room Sherman Oaks are wonderful. They were patient, knowledgeable, and great with my puppy. Unfortunately, management completely changed my perception of this business. When I first enrolled my 3-month-old puppy, Diego was extremely responsive and accommodating. Looking back, it now feels like that level of care only existed while he was trying to secure the sale. I purchased a 20-class package and completed about 10 sessions before I was involved in an accident that medically took me out for several months. When I was finally able to return, I was told my remaining classes had “expired.” This was never clearly explained during enrollment, nor was it made obvious on their website. What bothered me most was the lack of compassion and professionalism afterward. The Culver City corporate location was kind, understanding, and even admitted they didn’t understand why Sherman Oaks wouldn’t make an exception given my medical situation. However, because Sherman Oaks is independently owned, they couldn’t override the decision. Meanwhile, communication with Diego became increasingly difficult. Calls went unanswered, messages were ignored, and it honestly felt like my number had been blocked. When I finally reached him from another phone, he immediately became dismissive and basically told me to go train somewhere else if I wasn’t happy. I have been nothing but polite throughout this process and supported this business consistently, including making purchases during nearly every visit. Yet the moment I needed understanding and flexibility after a legitimate accident, I was treated like an inconvenience. The trainers deserve praise, but management absolutely ruined this experience for me. I would genuinely appreciate the opportunity to speak with the owner because this situation was handled incredibly poorly. Based on my experience, I would strongly caution others before investing significant money at this location.