First of all, we are extremely thorough in our communication with all of our customers. It is a huge decision to purchase a puppy and a huge responsibility to devote the time and resources to adding a new member to the familyWe want the transition to be as little stress on the puppy as
possible, so we prepare our customers very well before going home. Yes, we have a puppy for a lifetime package that can range from $30-$depending on the items selected by the customer at the time of sale and every days thereafterI've attached the invoice showing the items the customer selected. As you can see, they selected multiple items that did add up to $530.79. The items pertaining to the Puppy for a Lifetime program adds up to $92.97. Again, the customer has the choice to choose the items they would like. Our basic health care items total $30-$40. The customer chose a 30lb sack of dog food costing $49.99. Our quote is for a 5lb sack costing $8.99. The customer chose count puppy vitamins costing $(this item is in our quote). The custmomer chose the Shed X costing $25.99. Our quote includes a third supplement of Fresh Breath costing $12.99.With that all said, we also had a complaint from this customer that the form of payment was wrong. As you can see on the receipt, they chose Petland Financing (or Petland Credit Card). There are a few options the customer could have chosen, including the Petland credit card, months at 5.99%, months, months etcThe customer seemed confused as to which plan they chose. As far as us not returning calls, we are very dilligent in doing so. We do have a third part management service answering our phones, so it is possible the message didn't get to us in a timely fashion, and for that we apologize. We cannot issue the 15% discount on the pamplet. The customer did not choose this package before completing the sale. They elected to go shopping with their pet councilor to get the necessary supplies needed vs a "package" which occurs 100% of the time when a family purchases a puppy. We do however, provide a 10% discount to all puppy owners who purchase their puppy from Petland indefinately on all non perishable items. Thank you, *** ***
Unfortunately, as stated on the receipt attached, any returned product must be in orignal condition with tags and packaging intact. We have a huge responsibility to provide a healthy environment for our pets, and bringing a cage back in to the store not knowing where the cage has been or what
animals have been exposed to the cage, would be incredibly irresponsible and reckless for the health of our animalsWe are sorry for the inconvenience, but these stipulations are in place to protect the entire environment our pets are kept in. Thank you, *** ***Owner Petland
Initial Business Response /* (1000, 5, 2016/12/12) */
According to Petland policy and to the specific warranty agreed to and signed by Ms. [redacted], Petland does not cover hip dysplasia in any bulldog breeds. We do however look for ways to help our customers and reimburse when we can. What Mr. [redacted]...
did say was that the health warranty did not cover this condition the [redacted] were experiencing. Mr. [redacted] then asked about the Pets for a Lifetime program. Mr. [redacted] stated that program is designed for full replacement of a pet for the lifetime of the pet if something unforeseen happened such as a pet being hit by a car. Mr. [redacted] twisted the wording to suit his need for a complaint. For the purpose of trying to find a resolution, Petland extended a $500 store credit offer to the [redacted]'s, but they denied the offer. Mr. [redacted] is now attacking me personally and professionally. He has threatened blackmail in a private message on the stores social media page. He has reacted by posting inappropriate very negative reviews on our social media page about our store and me personally, and has targeted several customers from our social media page encouraging them to not do business with us. Mr. [redacted] has contacted other Petland stores in other states sharing his negative review on their social media pages. Petland Corporate supports our position and will also be involved where needed. Our attorney has sent a cease and desist letter to the [redacted] Due to Mr. [redacted]'s criminal history, we are also considering a restraining order.
We have all documentation in PDF form to submit if and when given the opportunity.
Initial Consumer Rebuttal /* (3000, 7, 2016/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not eccept this response. At the time of signing all papers they pushed across to my wife with assurance and brief description that they were what the sales lady said they were. The sales lady verbally assured the pet to be in the best of health as we set an appointment with petlands partnered company. (PAWS). Where directly after purchasing our puppy the vet at paws gave the puppy a physical and told us this puppy was in good health.
As far as the statement from Mr [redacted] about refunding my puppy if it was to be hit by a car.. I go on record before God and country. I NEVER ASKED ABOUT "Puppies for life". Mr [redacted] was telling me a possible way for me to get refunded. When I got angry he changed his tone. I did not twist any words. The phone call with mr [redacted] left me so angry and distraught that I physicaly and mentally hurt everytime I think about it. I have spread awareness to people on my Facebook about how they treated me and how insensitive Mr [redacted] comments were. When a business sells a product that is not what they say it is then bad press is going to spread.
The only time I have called Petland in Joplin is to request resolution.
On December 12 at 1:13 pm I received a call from MISS [redacted] (Wife of Mr [redacted]) asking me (and I quote) "DO not call Petland anymore." "If you do we will consider it harassment". Leaving me no other options to resolve my issue with Petland directly.
My puppy Harley only uses her back legs 50% of the time. On top of her early hip displacia she also suffers from Earley onset arthritis. (I have all the documentation on a DVD from my vet ready to submit if and when given the opportunity to.) Miss [redacted] and Mr [redacted] continued to tell me these symptoms are "normal". Then go off subject when I ask them if it's normal at 6 months old. It is strongly assumed to me that this is a "puppy mill" puppy. Something I knew nothing about until I contacted ASPCA and the humane society. I have spread awareness on this subject like talking to the Joplin globe about my puppy and where I bought her.
On My first complaint to the Revdex.com, is the same cut and paste statement I have put on my Facebook. I don't know anything about other states.
The facts are.
1. I purchased a puppy for $2769
2. The puppy was declared in good health by (PAWS) partners to Petland.
3. The puppy was NOT in good health with hip displacia and arthritis.
4. Petland will not back up there product by way of payment of the sergury or refund on the puppy.
Final Business Response /* (4000, 9, 2016/12/20) */
On Monday, 12/19/16, [redacted], who purchased Harley, reached out to the store to apologize for [redacted]'s behavior and actions. In a conversation tonight, 12/20/16, Ms. [redacted] stated she would like to accept the store credit and shared a little about Harley with us, as she has possession of the puppy, not Mr. [redacted], and they are not residing in the same household. Harley has a hard time in the mornings, but as the day goes on he improves drastically and does very well. Ms. [redacted] said she understands that she signed the health warranty paper and also understands that things happen. Ms. [redacted] was very nice and calm and treated us like the nice people we are and not like criminals. The fact is no one could have foreseen this issue was going to happen, but there is a chance when working with living breathing puppies, not everything will go perfectly every time. Petland cannot control the environment or diet in which Harley lives. He should be on the right food with the right ingredients specific to the Victorian Bulldog (all Bulldog breeds), and should maintain a "level ground" life, not alot of incline or decline walking, jumping, or climbing stairs. Ms. [redacted] stated she understands we could not have predicted or prevented this situation and is sorry for any damage [redacted] AKA Lucky [redacted] has attempted to cause. Petland has agreed with Ms. [redacted] to look for alternative solutions. We do want to be clear, in no way shape or form was there a discussion about how Mr. [redacted] could obtain a refund. The decision was made to deny refund as per Petland policy prior to Mr. [redacted]'s first harrassment call directly to the store and no to our warranty company who had delivered the verdict. Tonight, we assured Ms. [redacted], Harley's owner, we will work with her to help any way we can. As for Mr. [redacted], we cannot control his frivilous allegations or actions. This complaint should be resolved due to the fact Mr. [redacted] is not in possession of the animal, Petland's contract is with Ms. [redacted], and she is willing to work with us as we are with her.
The facts are:
1. [redacted] did not purchase Harley.
2. Harley was declared in good health by PAWS Veterinary Clinic.
3. Harley was in good health with no signs of hip displasia or arthritis at time of purchase. Not until Harley was approximately 9 months of age was he diagnosed with issues.
4. Petland has reached out to Harley's owner to find resolution.
Complaint: [redacted]
I am rejecting this response because:
Your reasoning for not accepting the return makes no logical sense and is hypocritical. Every day people come into your store and bring their pets from home and you have no idea where they have been either yet they are allowed in the store and near the stores merchandise and animals. Where is the regard for your animals well being and health then? I used to work in the Petland store and we would even buy rabbits from customers who just walked into the store and the rabbits would be infested with fleas and they would just be thrown into the display cases right after purchase without any thought. You will lose customers with this kind of treatment and you act is if your customers are incompetent to you. I was hoping by going through the Revdex.com I would receive a more professional and customer friendly attitude from you but that does not seem to be the case and I will no longer be contributing my service to this store and will be sure to let everyone know how this situation was handled.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2016/10/07) */
Case # XXXXX
RE: Customer [redacted]
To whom it may Concern:
This letter is in response to the recent complaint submitted by customer [redacted]. This customer purchased a Norwegian Elkhound puppy on 2/15/2016 from the Petland in Joplin...
MO. Customer contacted our customer support team on 3/14/2016 advising the pet had been diagnosed with giardia on 3/12/2016, nearly a month after purchase.
During the customers initial vet visit to the contracted Veterinary location, a fecal float was performed and found to be negative for parasites. Per the contract that was signed and agreed to at the time of purchase, Petland will provide treatment for medical issues diagnosed within the 14 day warranty period from the date of purchase at no cost at the [redacted] Veterinary Clinic location. Unfortunately as this diagnosis was made nearly one month after purchase, it would not fall under the 14 day viral warranty coverage.
Per Petland Joplin policy, any veterinary bills incurred at any other veterinarian other than [redacted] Veterinary Clinic would be the financial responsibility of the customer, and would not be covered under the 14 day viral warranty. In light of the situation, Petland Joplin agreed to reimburse Mr. [redacted] for the initial round of medication used in treating his puppy. At this time, Mr. [redacted] was advised that future coverage is only guaranteed at the contracted veterinarian being [redacted] Veterinary Clinic as stated in the warranty. Later, customer submitted additional bills from an outside veterinary location for the purchased pet as well as multiple older pets. Unfortunately, as stated in the contract provided at the time of purchase in which the customer signed, read, and agreed to;
"Petland Joplin will not reimburse or be responsible for any expenditure incurred at any veterinarian other than at [redacted]
The invoices submitted by the customer are not in accordance with the warranty stipulations and are not reimbursable. Petland strives to provide top quality care to our pets both in the store, and after finding their forever home. Petland Joplin sends every customer home with a warranty as Petland will stand behind their pets 100%. If the customer chooses to not use the contracted vet as stated in the warranty, then all invoices incurred would be responsibility of the customer.
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2016/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom it may Concern:
This letter is in response to the recent complaint submitted by customer [redacted]. This customer purchased a Norwegian Elkhound puppy on 2/15/2016 from the Petland in Joplin MO. Customer contacted our customer support team on 3/14/2016 advising the pet had been diagnosed with giardia on 3/12/2016, nearly a month after purchase.
During the customers initial vet visit to the contracted Veterinary location, a fecal float was performed and found to be negative for parasites. Per the contract that was signed and agreed to at the time of purchase, Petland will provide treatment for medical issues diagnosed within the 14 day warranty period from the date of purchase at no cost at the [redacted] Veterinary Clinic location. Unfortunately as this diagnosis was made nearly one month after purchase, it would not fall under the 14 day viral warranty coverage.
Giardia, as it was explained to me, is not typically found in a standard fecal float and requires special testing to detect. Our dog was checked on the day of purchase at [redacted] The dog had diarrhea when we got her home. We thought it was related to the immediate change in food as Petland did not have the food she was eating there available for us to purchase. I discussed the issue with our vet on her first vaccination visit. Our vet advised to keep an eye on her and if the condition continued we would need to do a more detailed fecal test. That test was done two weeks later when the condition continued and the Giardia was diagnosed at that time. We immediately contacted Petland and were referred to [redacted] from [redacted] said they would cover everything.
Prior to our bringing the Elkhound home we had three dogs living in our home/yard - one for 8 years without any issues of Giardia. I spent hundreds of dollars testing and treating our 4 dogs as a result of this puppy's issues. When tested, my two Schnauzers showed exposure to Giardia and had to be treated with medicines to prevent them from getting the condition. During the testing process, my black Schnauzer purchased from the Joplin Petland was diagnosed with Coccidia which is another fecal/intestinal issue. Our vet advised he likely had it at the time of purchase. This Schnauzer was purchased from Joplin about 1 month before the Elkhound. Our two existing dogs had no previous or current issues and had never had them prior to the arrival of the Elkhound. The Schnauzer was taken to [redacted] for its first visit about a week after purchase. At that time, he had a cough and was given medicine for that condition. Neither dog purchased at Joplin was healthy at the time of purchase and required treatment and medicine. The fecal floats performed by [redacted] failed to detect either issue discovered during the more detailed testing that was performed.
Per Petland Joplin policy, any veterinary bills incurred at any other veterinarian other than [redacted] Veterinary Clinic would be the financial responsibility of the customer, and would not be covered under the 14 day viral warranty. In light of the situation, Petland Joplin agreed to reimburse Mr. [redacted] for the initial round of medication used in treating his puppy. At this time, Mr. [redacted] was advised that future coverage is only guaranteed at the contracted veterinarian being [redacted] Veterinary Clinic as stated in the warranty. This is not what we were told. At the time of our pet purchase, we were told we could bring the dogs back to [redacted] in Joplin to receive vaccinations at no cost or we could take them to our vet in Stanley, KS. However, if we did that, we would have to pay for the vaccinations. Easy choice for us. The cost of travel time and fuel was more than the vaccination costs, so we opted to take them to Stanley. At no time were we told they would not take care of the puppy's initial health issues if any occurred, or that they were only covered if we drove them to Joplin. It was and still is my understanding that the pets health was guaranteed. Later, customer submitted additional bills from an outside veterinary location for the purchased pet as well as multiple older pets. Unfortunately, as stated in the contract provided at the time of purchase in which the customer signed, read, and agreed to;
"Petland Joplin will not reimburse or be responsible for any expenditure incurred at any veterinarian other than at [redacted] We sent bills showing all expenses incurred because of the Giardia/Coccidia found in the two pets from Joplin. We would not have incurred any of these expenses if the dogs we were sold had been in proper medical condition at the time of the sale. We had no health issues or problems until the Elkhound showed up sick with loose stools immediately after purchase. We were not aware of this issue when she was taken to [redacted] minutes after her purchase. I am now out hundreds of dollars, not to mention time driving all the dogs back and forth to the vet on several occasions. The Stanley vet is less than half the distance from our home compared to the [redacted] vet in Joplin. I would have spent even more had I taken them to Joplin.
The invoices submitted by the customer are not in accordance with the warranty stipulations and are not reimbursable. Petland strives to provide top quality care to our pets both in the store, and after finding their forever home. Petland Joplin sends every customer home with a warranty as Petland will stand behind their pets 100%. If the customer chooses to not use the contracted vet as stated in the warranty, then all invoices incurred would be responsibility of the customer.
As I stated above, this is not what we were told. Initially, we contacted the Petland in Joplin and then [redacted] as soon as we became aware of the issue with the Elkhound. I feel we did everything in a proper manner and should have been told we had to go to Joplin for any further treatments if that was the policy. ** from [redacted] said they would take care of the situation and we just needed to send in bills to them. Our Stanley Vet even contacted and discussed the situation with ** at the time this was going on.
I am very disappointed with the Petland Store in Joplin and with the lack of any response from the Petland Corporate Office who was also contacted in reference to this matter. I will not purchase any other animals from a Petland Store and would not recommend others to do so either. I find it unacceptable that not only do I purchase two dogs from the Joplin Store within 30 days and both turn out to be sick, but that Petland will not provide any financial assistance to me for the hundreds of additional monies spent.
Thank you
Final Business Response /* (4000, 9, 2016/10/17) */
We are writing in regards to case # XXXXXX. The store has been under new management since May 2016 and we are hoping to find a resolution to a matter we were not initially involved in. In the spirit of compromise, Petland would like to reimburse the customer [redacted] in veterinary fees. We apologize for any inconveniences this may have caused and hope this compromise settles the complaint at hand. Please confirm the customers current address so we can place a check in the mail.
Thank you,
Petland Team
Final Consumer Response /* (2000, 11, 2016/10/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 15, 2016/08/10) */
We have a document on file signed by Ms. [redacted] that it has been satisfactorily resolved. Just FYI. [redacted] Bridges-Office Manager
Initial Business Response /* (1000, 15, 2016/07/29) */
July 27, 2016
Revdex.com Serving Southwest Missouri
2754 S. Campbell Avenue
Springfield, MO XXXXX
RE: Case #13787: [redacted] L. [redacted]
Revdex.com of Southwest Missouri:
We are writing in regards to the above consumer complaint.
[redacted] L. [redacted]...
adopted a Shih Tzu puppy from our store on 6/11/16. This puppy
was adopted thru our Adopt a Pet Program (enclosed please find a copy of the signed
Adoption Program).
At the time, Ms [redacted] was given one free veterinary exam with Paws Vet Clinic.
She was to take the puppy to Paws Clinic within 3 business days from the day she
acquired the puppy and have it checked and make sure the puppy was doing well.
At Petland, we offer our customers the option to purchase a CareFree package, where the
customer pays $200.00 total for the whole year and the puppy has unlimited check ups,
all necessary vaccines, exam for internal parasites, spay or neuter and $100.00 worth of
Grooming Spa coupons (pamphlet enclosed). Ms [redacted] at the time opted out of the
Care Free program.
Ms [redacted] took Millie to Paws Vet Clinic on 6/13/16 and here are the notes/comments
by the veterinarian on that visit: Millie presented for exam, well puppy check. Owner
reported there was no coughing, sneezing, vomiting, or diarrhea and activity had been
good. Millie ate well in the exam room and was otherwise doing well at home, drinking,
urinating, defecating within normal limits bright and alert, Temperature 103.0.
6/14/16 Paws Veterinary called to check on Millie. Requested Owner to give us a call
with any questions/concerns.
A week later - 6/20/16. Ms [redacted] called and cancelled her appointment with Paws
Vet Clinic for 6/29/16. She wanted to let the veterinarian know that a 103.0 degree temp
is feverish and now her puppy is sick and she took it to her own veterinarian.
6/21/16. Ms [redacted] contacted pawsitivesolutions (not a part of Paws Vet Clinic) to
make a claim on the veterinary expenses incurred and it was declined due to the Adoption
Contract clause.
We at Petland strive to provide happy, healthy puppies to our customers and apologize
for any inconvenience caused to Ms [redacted].
We are under veterinary supervision and provide the best environment and care to our
puppies. We are very caring to our puppies/kittens and thru no fault of ours or
consumers, some of them do get sick (stress/change of environment, no rest, change of
diet, etc., etc.)
Even though Millie checked out free of any health challenges at the initial veterinary
exam, and we have not received any veterinarian reports/bills from Ms [redacted]'s vet,
we would like to give Ms [redacted] a $150.00 reimbursement check and $150.00 Petland
Gift Certificate.
We are looking forward to an amicable solution to this situation.
We have not received any previous notices from Revdex.com on this claim. Please note that our
email address is [redacted]@petlandjoplin.com>
Sincerely,
Petland of Joplin
Management Team
Enclosure
First of all, we are extremely thorough in our communication with all of our customers. It is a huge decision to purchase a puppy and a huge responsibility to devote the time and resources to adding a new member to the familyWe want the transition to be as little stress on the puppy as
possible, so we prepare our customers very well before going home. Yes, we have a puppy for a lifetime package that can range from $30-$depending on the items selected by the customer at the time of sale and every days thereafterI've attached the invoice showing the items the customer selected. As you can see, they selected multiple items that did add up to $530.79. The items pertaining to the Puppy for a Lifetime program adds up to $92.97. Again, the customer has the choice to choose the items they would like. Our basic health care items total $30-$40. The customer chose a 30lb sack of dog food costing $49.99. Our quote is for a 5lb sack costing $8.99. The customer chose count puppy vitamins costing $(this item is in our quote). The custmomer chose the Shed X costing $25.99. Our quote includes a third supplement of Fresh Breath costing $12.99.With that all said, we also had a complaint from this customer that the form of payment was wrong. As you can see on the receipt, they chose Petland Financing (or Petland Credit Card). There are a few options the customer could have chosen, including the Petland credit card, months at 5.99%, months, months etcThe customer seemed confused as to which plan they chose. As far as us not returning calls, we are very dilligent in doing so. We do have a third part management service answering our phones, so it is possible the message didn't get to us in a timely fashion, and for that we apologize. We cannot issue the 15% discount on the pamplet. The customer did not choose this package before completing the sale. They elected to go shopping with their pet councilor to get the necessary supplies needed vs a "package" which occurs 100% of the time when a family purchases a puppy. We do however, provide a 10% discount to all puppy owners who purchase their puppy from Petland indefinately on all non perishable items. Thank you, *** ***
Unfortunately, as stated on the receipt attached, any returned product must be in orignal condition with tags and packaging intact. We have a huge responsibility to provide a healthy environment for our pets, and bringing a cage back in to the store not knowing where the cage has been or what
animals have been exposed to the cage, would be incredibly irresponsible and reckless for the health of our animalsWe are sorry for the inconvenience, but these stipulations are in place to protect the entire environment our pets are kept in. Thank you, *** ***Owner Petland
We are sorry you feel this wayThank you for your business and we hope one day we can earn your business back. Thank you
Initial Business Response /* (1000, 5, 2016/12/12) */
According to Petland policy and to the specific warranty agreed to and signed by Ms. [redacted], Petland does not cover hip dysplasia in any bulldog breeds. We do however look for ways to help our customers and reimburse when we can. What Mr. [redacted]...
did say was that the health warranty did not cover this condition the [redacted] were experiencing. Mr. [redacted] then asked about the Pets for a Lifetime program. Mr. [redacted] stated that program is designed for full replacement of a pet for the lifetime of the pet if something unforeseen happened such as a pet being hit by a car. Mr. [redacted] twisted the wording to suit his need for a complaint. For the purpose of trying to find a resolution, Petland extended a $500 store credit offer to the [redacted]'s, but they denied the offer. Mr. [redacted] is now attacking me personally and professionally. He has threatened blackmail in a private message on the stores social media page. He has reacted by posting inappropriate very negative reviews on our social media page about our store and me personally, and has targeted several customers from our social media page encouraging them to not do business with us. Mr. [redacted] has contacted other Petland stores in other states sharing his negative review on their social media pages. Petland Corporate supports our position and will also be involved where needed. Our attorney has sent a cease and desist letter to the [redacted] Due to Mr. [redacted]'s criminal history, we are also considering a restraining order.
We have all documentation in PDF form to submit if and when given the opportunity.
Initial Consumer Rebuttal /* (3000, 7, 2016/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not eccept this response. At the time of signing all papers they pushed across to my wife with assurance and brief description that they were what the sales lady said they were. The sales lady verbally assured the pet to be in the best of health as we set an appointment with petlands partnered company. (PAWS). Where directly after purchasing our puppy the vet at paws gave the puppy a physical and told us this puppy was in good health.
As far as the statement from Mr [redacted] about refunding my puppy if it was to be hit by a car.. I go on record before God and country. I NEVER ASKED ABOUT "Puppies for life". Mr [redacted] was telling me a possible way for me to get refunded. When I got angry he changed his tone. I did not twist any words. The phone call with mr [redacted] left me so angry and distraught that I physicaly and mentally hurt everytime I think about it. I have spread awareness to people on my Facebook about how they treated me and how insensitive Mr [redacted] comments were. When a business sells a product that is not what they say it is then bad press is going to spread.
The only time I have called Petland in Joplin is to request resolution.
On December 12 at 1:13 pm I received a call from MISS [redacted] (Wife of Mr [redacted]) asking me (and I quote) "DO not call Petland anymore." "If you do we will consider it harassment". Leaving me no other options to resolve my issue with Petland directly.
My puppy Harley only uses her back legs 50% of the time. On top of her early hip displacia she also suffers from Earley onset arthritis. (I have all the documentation on a DVD from my vet ready to submit if and when given the opportunity to.) Miss [redacted] and Mr [redacted] continued to tell me these symptoms are "normal". Then go off subject when I ask them if it's normal at 6 months old. It is strongly assumed to me that this is a "puppy mill" puppy. Something I knew nothing about until I contacted ASPCA and the humane society. I have spread awareness on this subject like talking to the Joplin globe about my puppy and where I bought her.
On My first complaint to the Revdex.com, is the same cut and paste statement I have put on my Facebook. I don't know anything about other states.
The facts are.
1. I purchased a puppy for $2769
2. The puppy was declared in good health by (PAWS) partners to Petland.
3. The puppy was NOT in good health with hip displacia and arthritis.
4. Petland will not back up there product by way of payment of the sergury or refund on the puppy.
Final Business Response /* (4000, 9, 2016/12/20) */
On Monday, 12/19/16, [redacted], who purchased Harley, reached out to the store to apologize for [redacted]'s behavior and actions. In a conversation tonight, 12/20/16, Ms. [redacted] stated she would like to accept the store credit and shared a little about Harley with us, as she has possession of the puppy, not Mr. [redacted], and they are not residing in the same household. Harley has a hard time in the mornings, but as the day goes on he improves drastically and does very well. Ms. [redacted] said she understands that she signed the health warranty paper and also understands that things happen. Ms. [redacted] was very nice and calm and treated us like the nice people we are and not like criminals. The fact is no one could have foreseen this issue was going to happen, but there is a chance when working with living breathing puppies, not everything will go perfectly every time. Petland cannot control the environment or diet in which Harley lives. He should be on the right food with the right ingredients specific to the Victorian Bulldog (all Bulldog breeds), and should maintain a "level ground" life, not alot of incline or decline walking, jumping, or climbing stairs. Ms. [redacted] stated she understands we could not have predicted or prevented this situation and is sorry for any damage [redacted] AKA Lucky [redacted] has attempted to cause. Petland has agreed with Ms. [redacted] to look for alternative solutions. We do want to be clear, in no way shape or form was there a discussion about how Mr. [redacted] could obtain a refund. The decision was made to deny refund as per Petland policy prior to Mr. [redacted]'s first harrassment call directly to the store and no to our warranty company who had delivered the verdict. Tonight, we assured Ms. [redacted], Harley's owner, we will work with her to help any way we can. As for Mr. [redacted], we cannot control his frivilous allegations or actions. This complaint should be resolved due to the fact Mr. [redacted] is not in possession of the animal, Petland's contract is with Ms. [redacted], and she is willing to work with us as we are with her.
The facts are:
1. [redacted] did not purchase Harley.
2. Harley was declared in good health by PAWS Veterinary Clinic.
3. Harley was in good health with no signs of hip displasia or arthritis at time of purchase. Not until Harley was approximately 9 months of age was he diagnosed with issues.
4. Petland has reached out to Harley's owner to find resolution.
Complaint: [redacted]
I am rejecting this response because:
Your reasoning for not accepting the return makes no logical sense and is hypocritical. Every day people come into your store and bring their pets from home and you have no idea where they have been either yet they are allowed in the store and near the stores merchandise and animals. Where is the regard for your animals well being and health then? I used to work in the Petland store and we would even buy rabbits from customers who just walked into the store and the rabbits would be infested with fleas and they would just be thrown into the display cases right after purchase without any thought. You will lose customers with this kind of treatment and you act is if your customers are incompetent to you. I was hoping by going through the Revdex.com I would receive a more professional and customer friendly attitude from you but that does not seem to be the case and I will no longer be contributing my service to this store and will be sure to let everyone know how this situation was handled.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2016/10/07) */
Case # XXXXX
RE: Customer [redacted]
To whom it may Concern:
This letter is in response to the recent complaint submitted by customer [redacted]. This customer purchased a Norwegian Elkhound puppy on 2/15/2016 from the Petland in Joplin...
MO. Customer contacted our customer support team on 3/14/2016 advising the pet had been diagnosed with giardia on 3/12/2016, nearly a month after purchase.
During the customers initial vet visit to the contracted Veterinary location, a fecal float was performed and found to be negative for parasites. Per the contract that was signed and agreed to at the time of purchase, Petland will provide treatment for medical issues diagnosed within the 14 day warranty period from the date of purchase at no cost at the [redacted] Veterinary Clinic location. Unfortunately as this diagnosis was made nearly one month after purchase, it would not fall under the 14 day viral warranty coverage.
Per Petland Joplin policy, any veterinary bills incurred at any other veterinarian other than [redacted] Veterinary Clinic would be the financial responsibility of the customer, and would not be covered under the 14 day viral warranty. In light of the situation, Petland Joplin agreed to reimburse Mr. [redacted] for the initial round of medication used in treating his puppy. At this time, Mr. [redacted] was advised that future coverage is only guaranteed at the contracted veterinarian being [redacted] Veterinary Clinic as stated in the warranty. Later, customer submitted additional bills from an outside veterinary location for the purchased pet as well as multiple older pets. Unfortunately, as stated in the contract provided at the time of purchase in which the customer signed, read, and agreed to;
"Petland Joplin will not reimburse or be responsible for any expenditure incurred at any veterinarian other than at [redacted]
The invoices submitted by the customer are not in accordance with the warranty stipulations and are not reimbursable. Petland strives to provide top quality care to our pets both in the store, and after finding their forever home. Petland Joplin sends every customer home with a warranty as Petland will stand behind their pets 100%. If the customer chooses to not use the contracted vet as stated in the warranty, then all invoices incurred would be responsibility of the customer.
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2016/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom it may Concern:
This letter is in response to the recent complaint submitted by customer [redacted]. This customer purchased a Norwegian Elkhound puppy on 2/15/2016 from the Petland in Joplin MO. Customer contacted our customer support team on 3/14/2016 advising the pet had been diagnosed with giardia on 3/12/2016, nearly a month after purchase.
During the customers initial vet visit to the contracted Veterinary location, a fecal float was performed and found to be negative for parasites. Per the contract that was signed and agreed to at the time of purchase, Petland will provide treatment for medical issues diagnosed within the 14 day warranty period from the date of purchase at no cost at the [redacted] Veterinary Clinic location. Unfortunately as this diagnosis was made nearly one month after purchase, it would not fall under the 14 day viral warranty coverage.
Giardia, as it was explained to me, is not typically found in a standard fecal float and requires special testing to detect. Our dog was checked on the day of purchase at [redacted] The dog had diarrhea when we got her home. We thought it was related to the immediate change in food as Petland did not have the food she was eating there available for us to purchase. I discussed the issue with our vet on her first vaccination visit. Our vet advised to keep an eye on her and if the condition continued we would need to do a more detailed fecal test. That test was done two weeks later when the condition continued and the Giardia was diagnosed at that time. We immediately contacted Petland and were referred to [redacted] from [redacted] said they would cover everything.
Prior to our bringing the Elkhound home we had three dogs living in our home/yard - one for 8 years without any issues of Giardia. I spent hundreds of dollars testing and treating our 4 dogs as a result of this puppy's issues. When tested, my two Schnauzers showed exposure to Giardia and had to be treated with medicines to prevent them from getting the condition. During the testing process, my black Schnauzer purchased from the Joplin Petland was diagnosed with Coccidia which is another fecal/intestinal issue. Our vet advised he likely had it at the time of purchase. This Schnauzer was purchased from Joplin about 1 month before the Elkhound. Our two existing dogs had no previous or current issues and had never had them prior to the arrival of the Elkhound. The Schnauzer was taken to [redacted] for its first visit about a week after purchase. At that time, he had a cough and was given medicine for that condition. Neither dog purchased at Joplin was healthy at the time of purchase and required treatment and medicine. The fecal floats performed by [redacted] failed to detect either issue discovered during the more detailed testing that was performed.
Per Petland Joplin policy, any veterinary bills incurred at any other veterinarian other than [redacted] Veterinary Clinic would be the financial responsibility of the customer, and would not be covered under the 14 day viral warranty. In light of the situation, Petland Joplin agreed to reimburse Mr. [redacted] for the initial round of medication used in treating his puppy. At this time, Mr. [redacted] was advised that future coverage is only guaranteed at the contracted veterinarian being [redacted] Veterinary Clinic as stated in the warranty. This is not what we were told. At the time of our pet purchase, we were told we could bring the dogs back to [redacted] in Joplin to receive vaccinations at no cost or we could take them to our vet in Stanley, KS. However, if we did that, we would have to pay for the vaccinations. Easy choice for us. The cost of travel time and fuel was more than the vaccination costs, so we opted to take them to Stanley. At no time were we told they would not take care of the puppy's initial health issues if any occurred, or that they were only covered if we drove them to Joplin. It was and still is my understanding that the pets health was guaranteed. Later, customer submitted additional bills from an outside veterinary location for the purchased pet as well as multiple older pets. Unfortunately, as stated in the contract provided at the time of purchase in which the customer signed, read, and agreed to;
"Petland Joplin will not reimburse or be responsible for any expenditure incurred at any veterinarian other than at [redacted] We sent bills showing all expenses incurred because of the Giardia/Coccidia found in the two pets from Joplin. We would not have incurred any of these expenses if the dogs we were sold had been in proper medical condition at the time of the sale. We had no health issues or problems until the Elkhound showed up sick with loose stools immediately after purchase. We were not aware of this issue when she was taken to [redacted] minutes after her purchase. I am now out hundreds of dollars, not to mention time driving all the dogs back and forth to the vet on several occasions. The Stanley vet is less than half the distance from our home compared to the [redacted] vet in Joplin. I would have spent even more had I taken them to Joplin.
The invoices submitted by the customer are not in accordance with the warranty stipulations and are not reimbursable. Petland strives to provide top quality care to our pets both in the store, and after finding their forever home. Petland Joplin sends every customer home with a warranty as Petland will stand behind their pets 100%. If the customer chooses to not use the contracted vet as stated in the warranty, then all invoices incurred would be responsibility of the customer.
As I stated above, this is not what we were told. Initially, we contacted the Petland in Joplin and then [redacted] as soon as we became aware of the issue with the Elkhound. I feel we did everything in a proper manner and should have been told we had to go to Joplin for any further treatments if that was the policy. ** from [redacted] said they would take care of the situation and we just needed to send in bills to them. Our Stanley Vet even contacted and discussed the situation with ** at the time this was going on.
I am very disappointed with the Petland Store in Joplin and with the lack of any response from the Petland Corporate Office who was also contacted in reference to this matter. I will not purchase any other animals from a Petland Store and would not recommend others to do so either. I find it unacceptable that not only do I purchase two dogs from the Joplin Store within 30 days and both turn out to be sick, but that Petland will not provide any financial assistance to me for the hundreds of additional monies spent.
Thank you
Final Business Response /* (4000, 9, 2016/10/17) */
We are writing in regards to case # XXXXXX. The store has been under new management since May 2016 and we are hoping to find a resolution to a matter we were not initially involved in. In the spirit of compromise, Petland would like to reimburse the customer [redacted] in veterinary fees. We apologize for any inconveniences this may have caused and hope this compromise settles the complaint at hand. Please confirm the customers current address so we can place a check in the mail.
Thank you,
Petland Team
Final Consumer Response /* (2000, 11, 2016/10/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 15, 2016/08/10) */
We have a document on file signed by Ms. [redacted] that it has been satisfactorily resolved. Just FYI. [redacted] Bridges-Office Manager
Initial Business Response /* (1000, 15, 2016/07/29) */
July 27, 2016
Revdex.com Serving Southwest Missouri
2754 S. Campbell Avenue
Springfield, MO XXXXX
RE: Case #13787: [redacted] L. [redacted]
Revdex.com of Southwest Missouri:
We are writing in regards to the above consumer complaint.
[redacted] L. [redacted]...
adopted a Shih Tzu puppy from our store on 6/11/16. This puppy
was adopted thru our Adopt a Pet Program (enclosed please find a copy of the signed
Adoption Program).
At the time, Ms [redacted] was given one free veterinary exam with Paws Vet Clinic.
She was to take the puppy to Paws Clinic within 3 business days from the day she
acquired the puppy and have it checked and make sure the puppy was doing well.
At Petland, we offer our customers the option to purchase a CareFree package, where the
customer pays $200.00 total for the whole year and the puppy has unlimited check ups,
all necessary vaccines, exam for internal parasites, spay or neuter and $100.00 worth of
Grooming Spa coupons (pamphlet enclosed). Ms [redacted] at the time opted out of the
Care Free program.
Ms [redacted] took Millie to Paws Vet Clinic on 6/13/16 and here are the notes/comments
by the veterinarian on that visit: Millie presented for exam, well puppy check. Owner
reported there was no coughing, sneezing, vomiting, or diarrhea and activity had been
good. Millie ate well in the exam room and was otherwise doing well at home, drinking,
urinating, defecating within normal limits bright and alert, Temperature 103.0.
6/14/16 Paws Veterinary called to check on Millie. Requested Owner to give us a call
with any questions/concerns.
A week later - 6/20/16. Ms [redacted] called and cancelled her appointment with Paws
Vet Clinic for 6/29/16. She wanted to let the veterinarian know that a 103.0 degree temp
is feverish and now her puppy is sick and she took it to her own veterinarian.
6/21/16. Ms [redacted] contacted pawsitivesolutions (not a part of Paws Vet Clinic) to
make a claim on the veterinary expenses incurred and it was declined due to the Adoption
Contract clause.
We at Petland strive to provide happy, healthy puppies to our customers and apologize
for any inconvenience caused to Ms [redacted].
We are under veterinary supervision and provide the best environment and care to our
puppies. We are very caring to our puppies/kittens and thru no fault of ours or
consumers, some of them do get sick (stress/change of environment, no rest, change of
diet, etc., etc.)
Even though Millie checked out free of any health challenges at the initial veterinary
exam, and we have not received any veterinarian reports/bills from Ms [redacted]'s vet,
we would like to give Ms [redacted] a $150.00 reimbursement check and $150.00 Petland
Gift Certificate.
We are looking forward to an amicable solution to this situation.
We have not received any previous notices from Revdex.com on this claim. Please note that our
email address is [redacted]@petlandjoplin.com>
Sincerely,
Petland of Joplin
Management Team
Enclosure