They had the answer right in front of their eyes
Whether Neo had been abused before he was found was almost impossible to know. His owners did not seek professional help but continued to try to train him themselves. If they had taken Neo to a professional, he probably would have told them within the first five minutes why Neo was acting so strange. It was obvious when you knew what to look for.
His owners no longer knew where to look for information. So they simply continued to love Neo but struggled with his strange character. When the college student was around Neo, he was a pleasure to be with, but when he wasn’t, Neo was unbearable. Loyalty can be described as a positive quality, but can there be so much loyalty that it is a serious problem?