Dr. Parker, we are very sorry to hear how disappointed you are with your experience and with Lillian’s transition home.
We take concerns regarding the care and wellbeing of every dog in our program extremely seriously, which is why our team has already contacted you directly to better understand and review the concerns you have raised.
We would, however, like to clarify several important points. Crate training forms part of our program for safety, management, and security purposes and is discussed prior to training. This does not mean that dogs are left confined for extended periods throughout the day.
We also have video taken on the day Lillian returned home in which she appears clean, comfortable, and in good physical condition. Because of the condition described in this review, we asked privately whether there were any photos or videos showing the urine or fecal soiling mentioned so that we could properly investigate this concern. To date, no such evidence has been provided to us. We have also reviewed information provided by the trainer indicating that Lillian was bathed on the day she returned home. Based on the evidence currently available to us, we have not seen anything that supports the condition described in the review, although we remain willing to review any additional information provided.
It is also important to note that Lillian did not return to the same home environment she left before training — she returned to an entirely new home. A major environmental change like this can contribute to temporary regression in toileting, settling, and the consistency of learned behaviors, particularly in a young dog.
The handover process is intended to teach owners how to continue and reinforce the training once their dog returns home. Unfortunately, the trainer was not able to complete the level of coaching and practical work with you at handover that we would normally recommend. Continued owner participation and consistency are essential for transferring the behaviors learned with the trainer into a new home environment.
Our trainer remained communicative throughout Lillian’s program, and we have also provided training resources, educational materials, and continued guidance within your group. Those resources remain available to you.
Our priority now is helping Lillian successfully settle into her new home and continue progressing with her training. Our team remains available and committed to supporting you with that process.
