Art's Animals

August 24, 2017To whom it may concern:It is always unfortunate to hear that a customer is unhappy. In regards to the matter of ID #[redacted], the customer was told by the owner that one of the kittens did have an eye issue and because of that she received that kitten at a discounted price of $10.00...

from the price that was $49.99 with the agreement that the vet bills would be covered by the customer. In the complaint that was mailed to us the customer admits that the owner made her aware that the cat had an eye condition, at that point it was her decision to take the cat as it was. It was written on her receipt and she in fact signed it on the bottom of the receipt, she claims that it was put on the receipt after she signed, but it will be on the yellow carbon copy that was given to her along with a coupon for discounted shots and spay/neuter at [redacted] in Sharon Hill, PA. All of our kittens were examined by a vet tech and were diagnosed with an eye infection in which she got us a bottle of eye drops from her work so we could start treating them. We were not aware that the one kitten had a permanent eye condition before being notified by the customer. Initially the customers' husband was supposed to come to the store on Saturday August 12 when the condition was discovered but he did not show up. When the customer called and spoke with the owner about the condition of the kittens he told her that he would refund the cost of the kittens to her and she could keep them or she could return the kittens and still receive a refund. She told him that she was not interested in a refund or returning the kittens to the store.Our store is inspected twice a year by the PA Department of Agriculture and has always passed inspections with no problems. We have records of each inspection to prove that as well. We have worked with the HSUS (Humane Society of the United States) for an adoption event and currently work with two rescues to help them adopt animals that they have run out of space for. One rescue is the [redacted] in Bowling Green, KY and the other is [redacted] in PA. We also have customers whose cat will have kittens and they surrender them to the store when they reach 6 weeks old, we inspect the surrendered kittens for fleas and ear mites but sometimes the animal is not infested with them and it can be harder to see when there is only a few. Unfortunately sometimes we can miss fleas or ear mites but the owner has always done something to make each situation right with the customer. In the last 5 years since new ownership took over we have turned the reputation of the store around in a positive way. Our staff is friendly and caring and the animals are always the number one priority. They take pride in knowing they give the animals the best care that they can and making sure that when adopting a pet out they make sure that they are a good fit for that certain animal. I have included copies of both receipts and our latest inspection sheet. We look forward to this matter getting resolved in a fair manner for all involved. Thank you for your time.Sincerely,Dan MManager of Arts Animals

From: <[redacted].com>Date: Thu, Aug 24, 2017 at 1:38 PMSubject: Complaint ID #[redacted]To: [redacted]@myRevdex.com.orgHello, My name is Dan M[redacted] and I am the manager of Art's Animals in Holmes, PA.  I am writing this email to inform you that the customer [redacted] returned her...

kitten and was given a full refund.  She is satisfied that she got her money back and the matter is settled.  If you have any questions regarding this matter you can reach me at this email or call me at ###-###-####.  Thank you and have a great day!

September 19, 2017To whom it may concern:In response to the new letter received about complaint ID #[redacted] would like to state that I was present when the customer purchased the kittens from the store and the owner told the customer that we were aware that there was an issue with the one cat's eye and we believed it was an eye cold because that's what we were told by a vet tech. Because of the issue with the eye the owner discounted the price of that kitten from $49.99 to $10.00 since the customer would need to get eye medicine. All of the kittens that are surrendered to us that we sell all get written up the same way that they are sold as is and we are not responsible for any vet bills. Also, personally wrote the receipt for the sale of the kittens and I know for a fact that I wrote that they were aware that the cat needed eye medicine before the customer signed it. We have had similar situations that someone will take an animal with an issue but we always write it up the same way, it has been that way since the old owner was here over 5 years ago. It is unfortunate to find out that it was something more severe and we are saddened to hear it, but the owner of the store did not scam her and he did not rush her out of the Store, she in fact shopped for a few other items for the kittens before paying and leaving. I was not present when the owner spoke to the customer on the phone and offered her money back but he has told me that he would refund the cost of the cats to the customer which is $63.59 including the tax. We still have not seen any copies of vet bills showing what the kittens were sick from. They showed no signs of illness while in the store for a month other than one cat's eye that was discussed before taking them home. I know at this point this has been a lot of he said/she said but the owner would still like to offer the refund of $63.59 back to her, she will just need to come to the store with her receipts.Thank you,Dan MManager of Art's Animals

Review: I purchased a 8 week old puppy from them which came with a warranty / guarantee of good health, I followed all instructions to have a veterinary see the puppy within 3 business days, and within 1 week the puppy died. I followed all instructions on the warranty paperwork and it has been 5 months since I filed for a return of money which was to cover the out of pocket costs for subsequent vet bills, including the cost of the pup. The price of the pup was $899. and I had 3 vet visits within that week. This was more than $1000.00, but I would like to be compensated as their warranty states. They had instructed me to contact the warranty company, which is in the state of Colorado, even though I purchased the pup in Pa. I have emailed (which are now being refused / returned) and called this company numerous times to find out the status of my claim, and can no longer get any response. I have gone back to the pet store and they continue to refer me back to the warranty company. So not only was I sold a dying puppy, I am also out the vet bills that were incurred during his brief (1 week) stay.Desired Settlement: I would be willing to accept a settlement.

Business

Response:

March 28, 2014To Whom IL May Concern,In response to the complaint (ID: [redacted]), we were very surprised to learn that there was cm issue between our store and the customer. On November 18, 2013, the customer purchased a 9 week old Shih-Tzu. While explaining all of the paperwork included with the puppy, a 90 day health warranty covered by [redacted], a Revdex.com member, was also reviewed with the customer, This warranty is provided to protect not only the store, but the animal and the owner as well. Written on the warranty form, it states everything that is covered, such as kennel cough, ear infection, parvo, and other illnesses that are common in puppies. On November 27, 2013, we received a letter from the [redacted] Animal Hospital stating that they had seen the puppy on November 22, 2013. The vet documented that the puppy was weak and hypothermic. It was also documented by the vet that overnight care was discussed and recommended. On the following day, after being re-evaluated, the owner indicated that there was some improvement. Two days later, on November 25, the owner reported to the vet that the puppy had passed away. With no proper diagnosis, the puppy was thought by the examining veterinarian to have failure to thrive syndrome. While staying in contact with the customer for the following two months, we instructed her on the proper way to submit everything to the warranty company. On December 2, 2013, we also made our own attempt to contact the [redacted] warranty company. We did explain to her that without an actual diagnosis, her claim may be either approved or denied. We asked her to keep us informed on the status of her claim. After not hearing anything for about a month and a half, we received a return call from [redacted] stating that they issued a check to the customer. While being told that she was reimbursed, we were under the impression that the issue was finally solved. We have once again contacted [redacted] immediately after reading the complaint to ensure that the customer was contacted by them as we were told, and we are now awaiting a response. We are recently under new ownership, and our pride comes from our relationship with our customers, and are hoping that this matter can be resolved.Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because No payment for the vet bills have Ever been received. On 12/2/13, I did stop at Art's Animal's store to see if there was anyway they would be able to help me resolve this issue with the insurance company, and they did attempt to call them. I was told they were put through the same voice mail cycle I had gone through. That was the last contact I had with the store. I have tried numerous times to contact the insurance company, they will not return my phone calls, and are now rejecting my emails Art's Animals is the one who chose this" out- of- state" insurance company, I assume in good faith, but they are not standing by their word. Now I am not only out of the cost of the puppy, but also the cost of the vet bills as well. This puppy was lethargic when I purchased him, vomited from the time I brought him home. I had taken him to 2 different vets, the 1st was my vet who did a wellness exam, and I made him aware he wouldn't eat. He was able to get him to take a few licks of food that night. The very next night I had taken him to an emergency vet because he still wouldn't eat, and continued to vomit. She'd started an I.V., and DID suggest overnight care but explained there would be no one there overnight to care for him. I took him home not knowing what was wrong with him, disregarding that whatever was wrong could be passed onto my other pets at home, and returned 1st thing in the morning as instructed. He appeared a little warmer, and did take a few more licks of food. She gave him more I.V. fluids, instructed how to feed him with a syringe, and told me to return 1st thing Monday morning, but by then the pup had passed. The vet had suggested to take the pup and bury him, that the store would probably just throw him out. In the short time (1 week exactly) that I had this little guy, I didn't even have a chance to give him a proper name, or find his personality. His name had changed 3 times before finally deciding on one.This whole event was very traumatic, and has taught me a very EXPENSIVE lesson. I did follow all of the instructions on the warranty, but have not had ANY resolution to this issue. I have purchased MANY pets from Art's Animals over the years, and have never had any problems like this from the former owner. I just would like someone to keep their word and promise of good faith for this "Little Trooper," I know that I am keeping my word and will fight for him.

Regards,