Dog Watch

He was a complete no show/no call for the first two install dates, even after I called several times the days of, to confirm he was coming. The office never answers, I always have had to leave a message & wait for a call back: several days if at all. I have called during normal business hours as well as in the evening & in a weekend: they just never answer. He blamed his "office staff". From his own mouth, he was at Nascar Weekend in Delaware while I was waiting for him to show up here. For the appointment HE made with me during the estimate, not the office. The boundary was to be a rectangle with some slight variation depending on the terrain. What I got was a half rectangle & then a boundary that is so varied, I will never find it once the flags are down. He brought the wrong color collars. One the wrong size collar & wrong size receiver. He left the first day without giving us any paperwork. Made me very nervous, since we paid cash, and he told me a story earlier that he didn't have to honor a clients warranty because the woman didn't have her receipt. It took more than 3 calls to get a receipt mailed to me. He was supposed to bring the correct collar & receiver with him. He did not. Their "Training Manual" is a one page, poorly xeroxed list of tips for training. During the first day, he told me if the dog breaches the boundary, that I should bring her back through the boundary to give her a second shock. He didn't tell me HOW to get her back in without calling to her (which is a big no-no). One of my dogs breached the perimeter and we had no idea how to get her back following his training advice. Needless to say, we were pretty upset by the situation. I immediately called the office and left details on what happened & asking how we were supposed to handle it & they never called back. Not until after I left the 3rd message in as many days, did Jennifer (a/k/a "The Office") call me back & ask if I had gotten a training manual. I told her no and she emailed me the same poorly xeroxed sheet that didn't adress the specific problem I had encountered. She also promised me two things: 1) She would immediately send me the proper collar & receiver, and 2) she would have Matt call me by days end to discuss the training issues. This was about 3 weeks after the initial install. Never got the collar. Matt never called. I left several messages following up & finally I sent several emails which eventually got me a response but the person responding refused to tell me if it was Matt or the "Office". They wanted me to tell them what model number I wanted them to send me, but it wasn't referenced anywhere & they couldn't tell me where to find it. They also made an attempt on blaming Hurricane Sandy for their lack of response, which was completely slimy as their lack of response was in September & the beginning of October a full 3+ weeks prior to the storm. I finally heard back from them (surprise) when I called their Corporate Offices in Massachusetts. The Corporate offices helped me locate the proper receiver number and forward that information to either Matt or Jennifer. Amazing, they didn't return a dozen of my calls but the one call from Corporate: they answer. During the call, Jennifer asks me to set aside 2 hours on a Saturday to wait for Matt to come by with the correct receiver. Knowing his history of not showing I told her to mail me the collar & receiver & I would swap them out & return the old one to her via mail. When I got the package it was supposed to be one collar & one receiver. There were 2 receivers, no collar & not all the parts for the receiver (No contact posts, no test-light magnet for adjusting). This whole process should have been a week maybe 2 tops. It has now been 10 weeks since the original install date & I JUST got the correct receiver (I have given up on the collar). I still have to mail back the old receiver & the extra they sent me...on my dime. Be sure I will send it signature required as I completely expect him to claim he never got it. For all the aggravation and lack of follow up training: I would have gladly paid the difference the other company had quoted. Unfortunately, I am now stuck utilizing Matt & his "Office" for any future issues as the install is complete.

The are definitely friendly on the phone and try to be helpful. They have a website where you can take care of maintenance things like ordering new batteries. If you care about it, then they have more fashion friendly collars for the dogs. Sometimes the collars are really plain so they have cute collars available. When I had problems with my fence in general and they did come out pretty quickly. It was after a storm and when the lines had got cut somewhere, so they did a good job coming out, checking it out and figuring out what was going on. They do not charge an hourly fee if there is something wrong. In this case a tree come down and ripped out part of the thing and I am going to have to pay to have it repaired but if they came and found that there was a defect in the material then I don't have to pay for that. For example the collars have a lifetime warranty and if there is a problem I just mail it in and they mail it back.