Michigan Hidden Fence Inc

"We installed your fence on Wednesday. You called us late Thursday evening and left a message with our answering service stating that one of the two collars you purchased wasn't working properly. Our technician called you back promptly Friday morning when we received the message. Wanting to rectify this for you quickly we offered to bring a new collar to you that day. You refused and demanded that we bring one to you on Saturday or Sunday, and proceeded to verbally attack him with fowl language including the f-word in an attempt to bully him into bringing you a collar over the weekend, when no one was available to do this. He also explained to you that your fence is working. You have a working collar and can begin training your dog since they do not receive any correction during the first part of the training. He told you that if Friday didn't work for you we would be out first thing Monday morning to bring you a new collar at which point you hung up on him. He obviously did not laugh at you because of the price you paid for your fence. It was a nervous laugh at your extremely rude, angry and irrational behavior when he was trying to help you. I can understand being frustrated if we were not helping you, but that is simply not the case. The lack of cooperation on your end for a perfectly reasonable solution is the frustrating part of this whole scenario. A different technician will be at your house Monday morning with a new collar, despite your behavior. Thank you."

"Thank you [Member Name Removed] we're available anytime if you need us!"

"We have have spoken with her several times. What has actually happened in the conversation is very different than what she has written in this complaint. She has only had the fence for 3 weeks and refuses to follow the training program and place the collar on her dog properly. Bethany was very kind to her on the phone and sent our Service Director to her home at no charge. He addressed her complaint and everything is working properly and she was fine. She recently has had a change of heart about training. We have offered again and again to send someone out at no charge to assist her, but she only wants to yell and scream at our employees over the phone when they are trying to speak. She cannot hear what we're trying to say. She refuses to listen and continues to scream and holler while demanding a refund. We feel she simply does not want to put in the time and effort to train her dog properly, even after committing to do so. Training is part of owning a pet. One cannot simply put the collar on the dog and expect them to stay in the yard without training. We have even offered to put her in contact with our trainer and she has refused that as well. A refund is not warranted simply because someone changes their mind or doesn't want to put the effort into the program once the system has been installed. Our product is working properly for her, with no issues whatsoever, other than a failure to use it correctly."

"We did speak to Mrs. [Member Name Removed] and we have been out several times to help them with their fence. We found the fence to continually be operational and found nothing wrong with her system. At one point we actually replaced a perfectly good system with a new one, just to appease her. The statement above about being non-responsive is absolutely false. We always return our customer calls. These systems are 99.2% effective and yes, there are dogs that do not respond to the fencing, but this is extremely rare. We have over 15000 fences installed in Michigan and have been in business over 17 years. These systems work if you train your dog properly and keep the collar on tight so the probes make contact with the dog's skin. That is what is not being done properly in this case. That is why the dog crosses with ease. The directions are not being followed. We offered to help her with that and she refused stating she only wanted a refund. I'm sure we were not rude, Mrs. [Member Name Removed] is upset that she cannot get a refund. There is no justification for a refund at this time because the fence is operational and not faulty. Mrs. [Member Name Removed] simply needs to tighten the collar and adjust the correction level so the dog can feel it. We are sorry this isn't working out for you, but it can, and we are still willing to help. Please feel free to give us a call."