I rarely leave negative reviews, but this experience has honestly been one of the most…read moredisappointing customer service experiences I've had in a long time.
To start on a positive note: the instructors at Zoom Room Sherman Oaks are wonderful. They were kind, patient, knowledgeable, and great with my puppy. I truly have nothing negative to say about the training staff themselves. Unfortunately, management completely changed my perception of this business.
When I first reached out about enrolling my puppy at just 3 months old, Diego was extremely responsive, accessible, and accommodating. At the time, it felt like he genuinely cared about helping me get started early and setting my puppy up for success. Looking back now, it feels more like the priority was simply making 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. Once I recovered enough to return, I was excited to continue training and finish the remaining sessions I had already paid for -- only to suddenly be told that my classes had "expired."
Here's the issue: nowhere during the sales process do I remember this being clearly explained, nor is it something that stood out on their website when I enrolled. Had someone transparently told me, "These classes must be completed within X amount of time or you lose them," I would have understood the terms upfront. Instead, I was left feeling blindsided after dealing with a serious medical situation that was completely outside my control.
What made this experience especially frustrating was how differently I was treated once I needed help instead of making a purchase.
Diego suggested I contact the Culver City location because they are corporate-owned and might be able to approve an exception. Their staff was incredibly kind, empathetic, and accommodating. They even told me they personally did not understand why Sherman Oaks would not work with me given the circumstances surrounding my accident. Unfortunately, because Sherman Oaks is independently owned, Culver City could not override their decision.
At that point, it became increasingly clear that Diego simply did not want to accommodate me.
Communication suddenly became difficult. Calls to the office repeatedly went straight to voicemail for days. Messages went unanswered. The number Diego originally provided me to text him through stopped working entirely. Eventually, I called from my office phone instead of my personal number -- and magically the call finally rang through and Diego answered immediately. That moment honestly confirmed what I had already suspected: it truly felt like my number had been blocked to avoid speaking with me.
That is beyond unprofessional.
When I finally spoke to him, he initially pretended not to know who I was before quickly changing course and stating that "they" would not approve an exception. When I politely asked who "they" referred to, he avoided giving a direct answer. I asked for justification as to why a customer recovering from an accident could not simply finish sessions that were already paid for, especially when another Zoom Room location agreed the request was reasonable. His response was essentially: "Then go there instead."
I have been nothing but polite throughout this entire process. I have supported this business from day one. Every class visit included additional purchases for my dog. Yet the moment I needed basic understanding and compassion, I was treated like an inconvenience.
Eventually Diego admitted that he had made previous exceptions for me related to cancellations that were also outside my control. Somehow, instead of those accommodations demonstrating reasonable customer service, he used them as justification for why he would no longer help me.
That mentality says everything.
A good manager understands that life happens. Accidents happen. Medical emergencies happen. Especially in a business centered around pets, people, and community, you would hope kindness and empathy would matter more than rigid policies selectively enforced after payment has already been collected.
This entire experience has completely changed my perception of Zoom Room Sherman Oaks. Again, the trainers are fantastic -- but management can absolutely ruin an otherwise great business. He told me that I could speak with Jillian (which I imagine is another manager), but he ended with, "but she won't be approving you either."
I would genuinely appreciate the opportunity to speak directly with the owner of this location because this experience was handled terribly from start to finish. Until then, I would strongly encourage potential customers to think carefully before investing large amounts of money here. Based on my experience, the customer care disappears the moment flexibility, compassion, or accountability are needed.