Rain Coast Weatherproofing & Restoration Inc.

Initial Business Response /* (1000, 5, 2017/05/15) */
We are sorry that this client experienced a loss in her tank however, yes we have used expired fish food for plus years in the feeding of our fishThere is absolutely nothing in it that would kill a healthy fish
This food in particular
we are currently feeding to over a thousand fish in our store, all of which are perfectly healthyWe are happy to replace the expired food however we do not accept responsibility for incidental losses and simply cannot accept responsibility for something that didn't or couldn't have occurredThe client also informed us that she has other fish are living in the tank that were fed the same food
Initial Consumer Rebuttal /* (3000, 12, 2017/05/24) */
The fish he is speaking of did die that nightI have pictures to prove itThere are no living fish in my tankI am asking the Revdex.com, is it good practice to sell expired food? He may use it (which would explain why most of his fish die soon after you purchase them) but shouldn't he be held accountable for the loss his product has caused? I haven't bought fish from Noah's ark for a long time because they always dieNow I know whyI am not satisfied with the answer he has providedAn dollar refund for the fish food will not cover the cost of replacing my fish
Final Business Response /* (4000, 14, 2017/05/24) */
We have been in business for over years and have thousands of dollars worth of highly delicate fresh and saltwater fish that are ALL in perfect healthWhy is this client soliciting our business if everything we sell dies? This complaint is full of untruths and unverifiable informationPictures aren't going to provide any verifiable dataWe are not going to respond any further from something that appears to be a set upThe Revdex.com may contact the owner directly for their recommendation

Initial Business Response /* (1000, 5, 2015/04/15) */
To whom it may concern,
My name is [redacted], I am the customer service consultant for Noah's Ark. I have been involved with Ms. [redacted]'s complaint since the purchase of her shihtzu puppy on 4/11/15.
The customer alerted us first of...

her misunderstanding on the price she paid about 2 days after her purchase. She has given us several numbers since, she claims a different number every time we speak with her. Her puppy as clearly stated on her receipt was [redacted] plus tax, food and registration which brought her total to approximately [redacted] When she first spoke to [redacted] in the neosho location this was explained to her. Ms. [redacted] said Ms. [redacted] would not even listen to her when she tried to speak with her.
Ms. [redacted] then sent a complaint to our email which I addressed myself. Her complaint was that her puppy had no vaccinations and that the store was filthy. In my response I told her that there was obviously a misunderstanding as we have an original of the puppy's vaccine history that we would be happy to get her a copy if her's had been misplaced. We did not receive a response so, as Ms. [redacted] didn't seem to respond well to our manager in Neosho, I instructed [redacted] the manager from our Joplin location to give Ms. [redacted] a call to settle any misunderstandings.
Mr. [redacted] was unable to even get his name out and why he was calling before Ms. [redacted] was yelling at him about her experience. Her response was so loud I could hear her from a few feet away. Mr. [redacted] allowed her to express her frustration for several minutes, once he tried to respond Ms. [redacted] refused to let him speak, she started screaming nonsense about an online review she had read about the business and that all the dogs we have we are selling are at or near death. Mr. [redacted] calmly tried to respond several times but was interrupted every time by what seemed to me like incoherent screaming. Ms. [redacted] hung up on him.
Mr. [redacted] tried 5 additional times to call and speak with Ms. [redacted]. I had him put the calls on speaker phone so I could hear what was going on. Ms. [redacted] answered the phone each time without even a greeting, but an enraged holler of threats followed by hanging up on him. In his final call she told him if he called again she was going to call the police. At this point I instructed him to leave it alone. I proceeded to send her an email encouraging her to contact the Revdex.com because clearly we have been unsuccessful in our attempts to communicate with her.
Our official response to this matter is that the puppy was fully vaccinated upon it's sale and we have retained copies of all records and are happy to furnish the client with these records. The receipt clearly states the price of the puppy that was purchased. Our policy concerning any ailments which arise in the first 14 days after purchase, which is clearly stated and highlighted in our warranty contract, stipulates that it is to be done at our preferred veterinarian in Neosho at no charge to the client. The company stands by their warranty contract.
I must bring it to the attention to the case reviewers that in my professional carrier of over 30 years I don't know if I've ever seen such an vehement and irrationally angry response to a merchant who has made several attempts to reach out and solve a complaint with a customer. The response in this account was so severe I am at a loss how anything could have been done differently. Some of her complaints noted in the complaint above don't make sense to me. Strangely when Ms. [redacted] spoke with Mr. [redacted] yesterday she stated she had already spoken with the Revdex.com and filed her complaint. Now that I see the time stamp I see that was not true.
I have spoken about this matter with the President of the company, he has reviewed my response is in full agreement and has said to contact him or myself if you have any additional questions that pertain to this matter. Thank you.
Sincerely,
[redacted]
Customer Service Consultant
Noah's Ark Pet Store LLC

Initial Consumer Rebuttal /* (3000, 7, 2015/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When Mr [redacted] called on 4/15/15 he said he had received my email, and he wanted to let me know that my puppy had all her shot and with a high and mighty voice continued with "and I have the papers to prove it." No how is she, I'm sorry she is sick, nothing. I told him if she had shots she wouldn't have kennel cough, which made him very irate. I tried talking to him, but he wouldn't let me get a word in edgewise.
Yes, the price we were charged was [redacted] but before we purchased the puppy we asked how much she cost was and we were "told" [redacted] I asked why so much and she said because of the overhead. Yes, they did charge us [redacted] which is not what they had stated. What I neglected to state in my last complaint was, she not only has Kennel cough, she had an upper respiratory infection and pneumonia and we still have her on medication for that also. Perhaps they have papers stating she had shots, but those papers are obviously incorrect. She had not been cared for at all. And yes, the place was so filthy that we wouldn't even put her down on the floor because of all the dirt and grime.
When I called the manager in Neosho, I told her that the person who sold us the puppy said the price was [redacted] but we were charged [redacted] she pompously said, "yes" then went silent. I said "yes what". Indignantly she said, well, that is for the puppy food and the disc they gave us. I said, "we didn't get any puppy food", she said, "well that's optional", I just hung up because it was obvious that I wasn't going to get anywhere with her. "Optional, we weren't even offered any puppy food and since we were told [redacted] and charged [redacted] excluding tax, [redacted] is a lot of money for dog food that we didn't get and a tape we didn't want. We were not even offered any puppy food, knew nothing about it. And the registration, they told us to call the AKC to register her, and we told her we didn't need her registered because we are not going to breed her.
Just a moment ago I did call and found out the cost of registration is [redacted]
When we asked how much the puppy was, they should not have hidden any fees, they should have been up front and honest about all costs, except of course for tax, we knew there would be tax.
As far as threatening Mr [redacted] that's a total lie. I did tell them, however, trying to speak over his abusive name calling, that all of their animals are in danger of getting Kennel cough, but he didn't hear that because he couldn't hear above his own "Loud, boisterous" voice. There is no talking to these people, they have their mind made up and could care less what you have to say. It is obvious that they have been through this before because they have it down to a fine art.
There are other complaints made against this company and I would love to send them to you. In short, here are some of other people's complaints:
1. "Outright rude",
2. "this place is Disgusting When you walk it it smells like uncleaned animal cages and there are flies and dust everywhere",
3. "PLEASE BOYCOTT THESE ANIMAL KILLERS',
4. "it's to bad the people here don't know much about proper parrot nutrition.",
5. "ATTENTION! PLEASE DO NOT BRING YOUR DOGS TO THIS SALON! THEY ARE NEGLIGENT!!!!!!!!!",
6. "PLEASE SPREAD THE WORD SO WE CAN PUT THESE PEOPLE OUT OF BUSINESS!!!",
7. "They sold me a sick puppy, she had bacterial pneumonia which cost [redacted] in vet bills",
8. "bought 2 puppies 5 months ago and brought them home for her 2 young kids. They got very sick in the first month, and after several thousand dollars on vet fees, one of the puppies just went into a coma and died."
9. "Cute puppies but look sick looking. They eat they're own poop,"
10. "One of the puppies that was sold to us by Noah's Ark Pet Store has died. We have paid over $2500,"
11. "The pet store owner, [redacted], never even gave us the papers on him. He won't respond to us stating that we are harrassing him. He is a horrible business man and insensitive,"
12. "Paid [redacted] for 2 yorkie pups 7 weeks ago and both of them have been sick with respiratory infections since day #1! 4 vet visits, 1 hospital stay for pneumonia and [redacted] in vet bills later, both pups still not doing that great. The owner of this store should be banned from ever selling animals."
These complaints are from across the country. I do have these complaints in detail if you would like to see them, and I can get more if you like.
Also, when my vet and groomer asked where I got Peaches from and I told them, they both took a deep breath (we are very good friends and clients of theirs) and said "almost every animal that comes out of there is sick." My vet treats Noah's Ark animals all the time. They weren't surprised that she was sick.
And no, I did not tell Mr [redacted] that I had spoke to anyone at Revdex.com, because I hadn't. I told him I was going too, (he didn't even hear that clearly because of his continual degrading, slanderous remarks). But, that is when he quit calling and harassing me, and that is when I filed the complaint.
I do want to add that Peaches is a very precious little puppy and we love her to pieces. I am glad we have her. If we hadn't adopted her, she would have died a horrible death. She is suffering though and Noah's Ark could care less.
The money is not my main concern. I'm sure they will refuse to do anything about this situation, like they have refused to take care of many of their other customers, but they are a business and it is run beneath poorly, and people needs to know before they get deeply hurt by losing their precious adopted babies.
It is very clear that their sole purpose is money, not for the welfare of their animals. So sad!

Final Business Response /* (4000, 12, 2015/04/21) */
04/21/15
Revdex.com
Re: Case Id: XXXXXX, [redacted]
CC: [redacted], [redacted]
Ms. [redacted]
I am writing today concerning the case mentioned above. Mrs. [redacted] did involve me in the responses she sent to you on April 15th and again on April 20th but I decided to get involved at this point in our best effort to satisfy a customer dispute.
I have reviewed the complaint and spoken with everyone involved. I have attached the contract Ms. [redacted] signed that stipulates clearly that any and all veterinary services are to be performed only at our recommended veterinarian. I have also attached the vaccine history that discredits her claim that her puppy was not vaccinated. Finally, the customer signed her credit care receipt with full understanding of the amount printed on it, it doesn't make much sense for her to dispute the amount several days after her purchase. It also doesn't make much sense that they would purchase a pet from a place she says is filthy? Our Neosho location has a 4.4 star rating out of 5 stars which we are very proud of and for which I have also provided and attached proof. Ms. [redacted] chose to bring attention to the few bad reviews we have and ignore the HUNDREDS of glowing reviews thus painting a negligent portrait of our businesses image.
As Ms. [redacted] stated in her response, it is quite common for a puppy to develop a cold during the transition to thier new home. Vaccinations are given to help build up a puppy's immunity but are not a guarantee that a puppy won't catch a cold just like human vaccines don't provide any guarantees. This why we provide veterinary care at our expense with our preferred veterinarian.
After speaking with all the parties involved, reading the things we have been accused of that are proven false by simply providing health records, and after listening to the recording of Ms. [redacted] screaming at my staff in their attempt to give attention to her complaint, I am hesitant to reward her poor behavior by making any more attempts to give attention to this matter.
That being said, in an effort to provide superior customer service and put this matter to rest I will ask Ms. [redacted] to present her vet bill to us in which we will reimburse her for whatever charges out vet would have billed us for the same services to treat her puppy's cold. Please note, this offer is above and beyond what the law stipulates that we are required to do, and goes outside of the contract that was violated by the customer. I am making this offer purely to discredit any claim that we do not care about the babies we sell or our clients.
Feel free to contact me at any time to discuss anything further.
Sincerely,
[redacted]
President, Noah's Ark Pet Store
Final Consumer Response /* (4200, 14, 2015/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms. [redacted]
First I would like to say, the bad behavior was definitely on their part, calling me slanderous names again and again. I kept my calm throughout the horrendous name calling telling them that they shouldn't use a Christian name "Noah's Ark" when clearly they are not Christians. And, I kept hanging up because of the rude and indignant communication. I do not lie, but we do know who does.
We had to take her to the vet again last night because of her Kennel cough, upper respiratory infection and phenomena, so there are some additional charges.
Please let us know where you would like me to send the bills.
[redacted]