California Pets

In response to complaint ID# ***, we would like to say that this issue has already been resolved with the customer and a settlement amount has been processed. Veterinarian costs have also been submitted under their health warranty. In regards to the allegations referenced to in this
complaint, we would like to share our side of the story.
Puppies are delicate little animals. One day they can be totally healthy, but changes in their environment, feed or feeding schedule, and over-stimulation from play, can rapidly lead to sickness or a change in their bowel function. We explain these health concerns with every customer who purchases a puppy from our stores
We have regular weekly veterinarian checks for all of our puppies, and more often if need be. We also staff an Animal Care Specialist, who reviews their health on a daily basis. Puppies have a tendency to eat things they shouldn’t, such as their own feces or that of another dog; so we clean their kennels regularly, and we do put them on a parasite/giardia treatment program.
We are sorry that their puppy became ill….as explained before, it could have been from one of the aforementioned factors, i.eChange of environment, eating schedule/food, etc.
As far as the claim issue goes….clearly there was a big misunderstanding or misinterpretation on that procedure. The proper claim submission procedure is: The customer must obtain a dated, typed letter from a licensed Veterinarian on company letterhead, stating that a puppy was unfit for sale. Handwritten notes or letters are not acceptable. We need to be able to discern that it did, in fact, come from a licensed Veterinarian.
The manager was simply trying to get the proper paperwork to process their claim, not to cause them undue stress. On a happy note, the puppy has fully recovered and is doing well
Sincerely,
California Pets

November 21, 2014
This letter is in response to complaint ID # [redacted].  We have reviewed the information stated in the complaint, and we will address each topic.
According to the veterinarian records, the puppy was healthy on its first checkup, which was 2 days after the purchase...

date.  X-rays were even done on the puppy to make sure it was healthy.  On the doctor’s notes it states: “no congestion seen, no signs of pneumonia or heart enlargement at this time.”  Three days later, the puppy had a re-check, but no meds were prescribed until another 3 days after that.
As mentioned before puppies are delicate, as are all babies in any form of life.  Changes in environment, feeding schedule, etc. can upset their health, so it is hard to determine where and how it actually got sick.
As with any business establishment, there are return policy requirements that need to be met in order to return an item. Our return policy is outlined on the purchase agreement, and the manager was just simply doing her job.  
In regard to the other animals in the store:  The puppies are checked by the veterinarian weekly and more often if need be.  We also have an Animal Care Specialist who monitors their health on a daily basis.  We want healthy puppies just as much as the customer does.
As far as their concern about the seller’s license permit, the manager said that they do have it posted right next to the cash register, visible to everyone.  All employees now understand where it is located.
As a courtesy to our customer, we have provided free veterinary treatment to help them get their puppy well again.  We always strive to provide our customers with happy, healthy animals…….that is why we have been in business over 46 years.

I'm not sure if this place closed down and reopened as "Escondido Pets" in the same location in the Westfield Escondido Mall. But every time I type in Escondido Pets it comes up with the old name "California Pets."

The now Escondido Pets claim that this is an Adoption Center as there is a large sign stating this. But they tried to sell me a dog for $4,000. They tried to sell me a puppy that looked like an English Bulldog, which the dog had similar English bulldog features except the build of its shoulders. They kept claiming it was a purebred from a place out "in the Midwest" and they had no other papers on this dog.

They claim they had "purebreeds" on one side of the store (which are not labeled anywhere) and adoptive pets on the other side of the store along the same wall…again, not labeled. A month back they tried selling us a dog that was obviously part French Bull Dog and some other dog, but again they claimed it was a purebred.. which I know for a fact as I am an owner of a purebred French Bulldog, it definitely was not. The ears were longer, rounder as of a different dog, and sagged. The ears did not stand upright, nor did the dog have the 'bat ears' French bulldogs are known for. The adoptions lady there said I could "pin the ears back for the full French bull dog look." I'm not really sure if anyone would really do that. And if you were to do that, what would you pin it up with???? Lots of misrepresentation for these poor animals.

Review: The store sold us a sick puppy and accused me of getting the dog sick. The contract said to go to their vet to get the puppy check within 3 days of purchase and so I did and the doctor found the puppy had an upper respiratory infection. The pet store is making me go through hoops to get my money back and to return the puppy. Also when I requested to see their sellers license permit the man said that he doesn't know where it is. It is not displayed for customers to see and when I asked again he went and got it from their office in the back where customers cannot go. I also noticed other pets in the store acting the way my puppy is which probably means they are sick too. They should get shut down for selling sick pets and blaming it on the new owner.Desired Settlement: For them to shut down because innocent young animals are getting sick in their facility

Business

Response:

November 21, 2014

This letter is in response to complaint ID # [redacted]. We have reviewed the information stated in the complaint, and we will address each topic.

According to the veterinarian records, the puppy was healthy on its first checkup, which was 2 days after the purchase date. X-rays were even done on the puppy to make sure it was healthy. On the doctor’s notes it states: “no congestion seen, no signs of pneumonia or heart enlargement at this time.” Three days later, the puppy had a re-check, but no meds were prescribed until another 3 days after that.

As mentioned before puppies are delicate, as are all babies in any form of life. Changes in environment, feeding schedule, etc. can upset their health, so it is hard to determine where and how it actually got sick.

As with any business establishment, there are return policy requirements that need to be met in order to return an item. Our return policy is outlined on the purchase agreement, and the manager was just simply doing her job.

In regard to the other animals in the store: The puppies are checked by the veterinarian weekly and more often if need be. We also have an Animal Care Specialist who monitors their health on a daily basis. We want healthy puppies just as much as the customer does.

As far as their concern about the seller’s license permit, the manager said that they do have it posted right next to the cash register, visible to everyone. All employees now understand where it is located.

As a courtesy to our customer, we have provided free veterinary treatment to help them get their puppy well again. We always strive to provide our customers with happy, healthy animals…….that is why we have been in business over 46 years.