I want to say first: I just wrote a separate review for my reverse board and train specialist, Megan. She was awesome. I gave her five stars. This review is for the customer service I received from the company, before Megan got involved.
I contacted Karma because I had adopted a dog a month before leaving on a trip to Asia. I was nervous about her care while I was gone, and thought the idea of reverse board and train sounded right for her. Jeffrey talked to me for a long time and explained the whole process and his philosophy. I was very impressed. He then put me in touch with a trainer, who also spoke with me for a long time about my dog's needs. I felt great about his approach toward dogs, but a little uneasy about the company's procedures -- everything seemed very informal, to the point where I wasn't even sure there would be paperwork or a record of my booking, or that anyone other than the trainer staying at my home would have emergency contact info. But I liked him, so I decided to book. He told me to mail him a check for the entire amount of the service, and I had the check in an envelope and sitting in the mail stack, when someone I didn't know yet, Megan, gave me a call to ask whether I had been taken care of. I told her about my conversation with the trainer, and she confirmed that the procedure was off -- she said there was supposed to be formal paperwork, and I was only supposed to pay 10% upfront AFTER a free in-person consultation. After my talk with Megan, Jeffrey called me to apologize for what had happened, assured me that it had been a misunderstanding, and that the trainer I had spoken to was an excellent trainer. I said that was fine, and as long as we were all on the same page, I would still like to have him do the reverse board and train. Jeffrey confirmed with him that my dates were still good and he was available, and he also checked with another trainer and said she was available too, so I should go with whomever made me the most comfortable. I contacted both of them. The original trainer never responded -- literally went radio silent. The second trainer, a female, talked to me about her approach and we agreed to meet the next day for the consultation. A couple of hours before the scheduled meeting, she texted me that our schedules didn't match and she could no longer do the reverse board and train. I was panicked that my trip was coming up, but she assured me she would find someone to replace her. I called and emailed Jeffrey to let him know what had happened as well, and to ask for help in finding someone else. I never heard another word from Jeffrey or the company. Two days passed and I didn't hear anything from the trainer either, so I started looking into other dog-sitting companies. Unfortunately I didn't find one where I felt like the trainers had real expertise. Then I remembered my talk with Megan, and decided to call her directly and see if she could help. Megan came to the rescue and agreed to do the reverse board and train herself. That's the only reason I'm not giving this review one-star. Megan was incredible -- saved the day, and was an excellent sitter/trainer.
I decided to give the company another chance to address what had happened, and the next time I went away (a few weeks later), I sent them an email reminding them about how I had been canceled on twice, and requesting a trainer who would not cancel on me. The next day I heard from Ashley, who was great and very responsible (5 stars to her as well). But I thought maybe reminding the company about my bad experience with the cancellations would prompt someone to give me a call and address that issue, or just apologize. I don't like to give negative yelp reviews before having the chance to discuss it with the owner, but he was not responding.
So my take is this: Megan and Ashley were excellent, and if I need a sitter/trainer again, I would call on them directly. I have every reason to believe that Karma hires great trainers, but their customer service is awful, and if there were another company that got as many 5-star yelp reviews as Karma, I would be using them instead. read more