Initial Business Response / [redacted] (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 breedsWe do however look for ways to help our customers and reimburse when we canWhat Mr*** did say was that the health warranty did not cover this condition the [redacted] were experiencingMr [redacted] then asked about the Pets for a Lifetime programMr [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 carMr [redacted] twisted the wording to suit his need for a complaintFor the purpose of trying to find a resolution, Petland extended a $store credit offer to the [redacted] 's, but they denied the offerMr [redacted] is now attacking me personally and professionallyHe has threatened blackmail in a private message on the stores social media pageHe 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 usMr [redacted] has contacted other Petland stores in other states sharing his negative review on their social media pagesPetland Corporate supports our position and will also be involved where neededOur 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 / [redacted] (3000, 7, 2016/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not eccept this responseAt 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 wereThe 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 carI go on record before God and countryI NEVER ASKED ABOUT "Puppies for life"Mr [redacted] was telling me a possible way for me to get refundedWhen I got angry he changed his toneI did not twist any wordsThe phone call with mr [redacted] left me so angry and distraught that I physicaly and mentally hurt everytime I think about itI have spread awareness to people on my Facebook about how they treated me and how insensitive Mr [redacted] comments wereWhen 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 at 1:pm I received a call from MISS [redacted] (Wife of Mr ***) 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 timeOn 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 at months oldIt is strongly assumed to me that this is a "puppy mill" puppySomething I knew nothing about until I contacted ASPCA and the humane societyI 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 FacebookI don't know anything about other states The facts are I purchased a puppy for $ The puppy was declared in good health by (PAWS) partners to Petland The puppy was NOT in good health with hip displacia and arthritis Petland will not back up there product by way of payment of the sergury or refund on the puppy Final Business Response / [redacted] (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 actionsIn 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 householdHarley has a hard time in the mornings, but as the day goes on he improves drastically and does very wellMs [redacted] said she understands that she signed the health warranty paper and also understands that things happenMs [redacted] was very nice and calm and treated us like the nice people we are and not like criminalsThe 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 timePetland cannot control the environment or diet in which Harley livesHe 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 stairsMs [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 causePetland has agreed with Ms [redacted] to look for alternative solutionsWe do want to be clear, in no way shape or form was there a discussion about how Mr [redacted] could obtain a refundThe 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 verdictTonight, we assured Ms [redacted] , Harley's owner, we will work with her to help any way we canAs for Mr [redacted] , we cannot control his frivilous allegations or actionsThis 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: [redacted] did not purchase Harley Harley was declared in good health by PAWS Veterinary Clinic Harley was in good health with no signs of hip displasia or arthritis at time of purchaseNot until Harley was approximately months of age was he diagnosed with issues 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 hypocriticalEvery 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 animalsWhere 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 thoughtYou will lose customers with this kind of treatment and you act is if your customers are incompetent to youI 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 / [redacted] (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/from the Petland in Joplin MOCustomer contacted our customer support team on 3/14/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 parasitesPer the contract that was signed and agreed to at the time of purchase, Petland will provide treatment for medical issues diagnosed within the day warranty period from the date of purchase at no cost at the [redacted] Veterinary Clinic locationUnfortunately as this diagnosis was made nearly one month after purchase, it would not fall under the 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 day viral warrantyIn light of the situation, Petland Joplin agreed to reimburse Mr [redacted] for the initial round of medication used in treating his puppyAt this time, Mr [redacted] was advised that future coverage is only guaranteed at the contracted veterinarian being [redacted] Veterinary Clinic as stated in the warrantyLater, customer submitted additional bills from an outside veterinary location for the purchased pet as well as multiple older petsUnfortunately, 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 reimbursablePetland strives to provide top quality care to our pets both in the store, and after finding their forever homePetland 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 / [redacted] (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/from the Petland in Joplin MOCustomer contacted our customer support team on 3/14/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 parasitesPer the contract that was signed and agreed to at the time of purchase, Petland will provide treatment for medical issues diagnosed within the day warranty period from the date of purchase at no cost at the [redacted] Veterinary Clinic locationUnfortunately as this diagnosis was made nearly one month after purchase, it would not fall under the 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 detectOur dog was checked on the day of purchase at [redacted] The dog had diarrhea when we got her homeWe 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 purchaseI discussed the issue with our vet on her first vaccination visitOur vet advised to keep an eye on her and if the condition continued we would need to do a more detailed fecal testThat test was done two weeks later when the condition continued and the Giardia was diagnosed at that timeWe 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 years without any issues of GiardiaI spent hundreds of dollars testing and treating our dogs as a result of this puppy's issuesWhen tested, my two Schnauzers showed exposure to Giardia and had to be treated with medicines to prevent them from getting the conditionDuring the testing process, my black Schnauzer purchased from the Joplin Petland was diagnosed with Coccidia which is another fecal/intestinal issueOur vet advised he likely had it at the time of purchaseThis Schnauzer was purchased from Joplin about month before the ElkhoundOur two existing dogs had no previous or current issues and had never had them prior to the arrival of the ElkhoundThe Schnauzer was taken to [redacted] for its first visit about a week after purchaseAt that time, he had a cough and was given medicine for that conditionNeither dog purchased at Joplin was healthy at the time of purchase and required treatment and medicineThe 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 day viral warrantyIn light of the situation, Petland Joplin agreed to reimburse Mr [redacted] for the initial round of medication used in treating his puppyAt this time, Mr [redacted] was advised that future coverage is only guaranteed at the contracted veterinarian being [redacted] Veterinary Clinic as stated in the warrantyThis is not what we were toldAt 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, KSHowever, if we did that, we would have to pay for the vaccinationsEasy choice for usThe cost of travel time and fuel was more than the vaccination costs, so we opted to take them to StanleyAt 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 JoplinIt was and still is my understanding that the pets health was guaranteedLater, customer submitted additional bills from an outside veterinary location for the purchased pet as well as multiple older petsUnfortunately, 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 JoplinWe 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 saleWe had no health issues or problems until the Elkhound showed up sick with loose stools immediately after purchaseWe were not aware of this issue when she was taken to [redacted] minutes after her purchaseI am now out hundreds of dollars, not to mention time driving all the dogs back and forth to the vet on several occasionsThe Stanley vet is less than half the distance from our home compared to the [redacted] vet in JoplinI 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 reimbursablePetland strives to provide top quality care to our pets both in the store, and after finding their forever homePetland 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 toldInitially, we contacted the Petland in Joplin and then [redacted] as soon as we became aware of the issue with the ElkhoundI 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 [redacted] from [redacted] said they would take care of the situation and we just needed to send in bills to themOur Stanley Vet even contacted and discussed the situation with [redacted] 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 matterI will not purchase any other animals from a Petland Store and would not recommend others to do so eitherI find it unacceptable that not only do I purchase two dogs from the Joplin Store within 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 / [redacted] (4000, 9, 2016/10/17) */ We are writing in regards to case # XXXXXXThe store has been under new management since May and we are hoping to find a resolution to a matter we were not initially involved inIn the spirit of compromise, Petland would like to reimburse the customer [redacted] in veterinary feesWe apologize for any inconveniences this may have caused and hope this compromise settles the complaint at handPlease confirm the customers current address so we can place a check in the mail Thank you, Petland Team Final Consumer Response / [redacted] (2000, 11, 2016/10/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 15, 2016/08/10) */ We have a document on file signed by Ms [redacted] that it has been satisfactorily resolvedJust FYI [redacted] Bridges-Office Manager
Initial Business Response / [redacted] (1000, 15, 2016/07/29) */ July 27, Revdex.com Serving Southwest Missouri SCampbell 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/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 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 $total for the whole year and the puppy has unlimited check ups, all necessary vaccines, exam for internal parasites, spay or neuter and $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/and here are the notes/comments by the veterinarian on that visit: Millie presented for exam, well puppy checkOwner reported there was no coughing, sneezing, vomiting, or diarrhea and activity had been goodMillie ate well in the exam room and was otherwise doing well at home, drinking, urinating, defecating within limits bright and alert, Temperature 6/14/Paws Veterinary called to check on MillieRequested Owner to give us a call with any questions/concerns A week later - 6/20/Ms [redacted] called and cancelled her appointment with Paws Vet Clinic for 6/29/She wanted to let the veterinarian know that a degree temp is feverish and now her puppy is sick and she took it to her own veterinarian 6/21/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 puppiesWe 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 $reimbursement check and $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 claimPlease note that our email address is ***@petlandjoplin.com> Sincerely, Petland of Joplin Management Team Enclosure
Initial Business Response / [redacted] (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 breedsWe do however look for ways to help our customers and reimburse when we canWhat Mr*** did say was that the health warranty did not cover this condition the [redacted] were experiencingMr [redacted] then asked about the Pets for a Lifetime programMr [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 carMr [redacted] twisted the wording to suit his need for a complaintFor the purpose of trying to find a resolution, Petland extended a $store credit offer to the [redacted] 's, but they denied the offerMr [redacted] is now attacking me personally and professionallyHe has threatened blackmail in a private message on the stores social media pageHe 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 usMr [redacted] has contacted other Petland stores in other states sharing his negative review on their social media pagesPetland Corporate supports our position and will also be involved where neededOur 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 / [redacted] (3000, 7, 2016/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not eccept this responseAt 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 wereThe 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 carI go on record before God and countryI NEVER ASKED ABOUT "Puppies for life"Mr [redacted] was telling me a possible way for me to get refundedWhen I got angry he changed his toneI did not twist any wordsThe phone call with mr [redacted] left me so angry and distraught that I physicaly and mentally hurt everytime I think about itI have spread awareness to people on my Facebook about how they treated me and how insensitive Mr [redacted] comments wereWhen 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 at 1:pm I received a call from MISS [redacted] (Wife of Mr ***) 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 timeOn 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 at months oldIt is strongly assumed to me that this is a "puppy mill" puppySomething I knew nothing about until I contacted ASPCA and the humane societyI 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 FacebookI don't know anything about other states The facts are I purchased a puppy for $ The puppy was declared in good health by (PAWS) partners to Petland The puppy was NOT in good health with hip displacia and arthritis Petland will not back up there product by way of payment of the sergury or refund on the puppy Final Business Response / [redacted] (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 actionsIn 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 householdHarley has a hard time in the mornings, but as the day goes on he improves drastically and does very wellMs [redacted] said she understands that she signed the health warranty paper and also understands that things happenMs [redacted] was very nice and calm and treated us like the nice people we are and not like criminalsThe 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 timePetland cannot control the environment or diet in which Harley livesHe 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 stairsMs [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 causePetland has agreed with Ms [redacted] to look for alternative solutionsWe do want to be clear, in no way shape or form was there a discussion about how Mr [redacted] could obtain a refundThe 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 verdictTonight, we assured Ms [redacted] , Harley's owner, we will work with her to help any way we canAs for Mr [redacted] , we cannot control his frivilous allegations or actionsThis 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: [redacted] did not purchase Harley Harley was declared in good health by PAWS Veterinary Clinic Harley was in good health with no signs of hip displasia or arthritis at time of purchaseNot until Harley was approximately months of age was he diagnosed with issues 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 hypocriticalEvery 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 animalsWhere 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 thoughtYou will lose customers with this kind of treatment and you act is if your customers are incompetent to youI 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 / [redacted] (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/from the Petland in Joplin MOCustomer contacted our customer support team on 3/14/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 parasitesPer the contract that was signed and agreed to at the time of purchase, Petland will provide treatment for medical issues diagnosed within the day warranty period from the date of purchase at no cost at the [redacted] Veterinary Clinic locationUnfortunately as this diagnosis was made nearly one month after purchase, it would not fall under the 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 day viral warrantyIn light of the situation, Petland Joplin agreed to reimburse Mr [redacted] for the initial round of medication used in treating his puppyAt this time, Mr [redacted] was advised that future coverage is only guaranteed at the contracted veterinarian being [redacted] Veterinary Clinic as stated in the warrantyLater, customer submitted additional bills from an outside veterinary location for the purchased pet as well as multiple older petsUnfortunately, 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 reimbursablePetland strives to provide top quality care to our pets both in the store, and after finding their forever homePetland 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 / [redacted] (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/from the Petland in Joplin MOCustomer contacted our customer support team on 3/14/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 parasitesPer the contract that was signed and agreed to at the time of purchase, Petland will provide treatment for medical issues diagnosed within the day warranty period from the date of purchase at no cost at the [redacted] Veterinary Clinic locationUnfortunately as this diagnosis was made nearly one month after purchase, it would not fall under the 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 detectOur dog was checked on the day of purchase at [redacted] The dog had diarrhea when we got her homeWe 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 purchaseI discussed the issue with our vet on her first vaccination visitOur vet advised to keep an eye on her and if the condition continued we would need to do a more detailed fecal testThat test was done two weeks later when the condition continued and the Giardia was diagnosed at that timeWe 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 years without any issues of GiardiaI spent hundreds of dollars testing and treating our dogs as a result of this puppy's issuesWhen tested, my two Schnauzers showed exposure to Giardia and had to be treated with medicines to prevent them from getting the conditionDuring the testing process, my black Schnauzer purchased from the Joplin Petland was diagnosed with Coccidia which is another fecal/intestinal issueOur vet advised he likely had it at the time of purchaseThis Schnauzer was purchased from Joplin about month before the ElkhoundOur two existing dogs had no previous or current issues and had never had them prior to the arrival of the ElkhoundThe Schnauzer was taken to [redacted] for its first visit about a week after purchaseAt that time, he had a cough and was given medicine for that conditionNeither dog purchased at Joplin was healthy at the time of purchase and required treatment and medicineThe 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 day viral warrantyIn light of the situation, Petland Joplin agreed to reimburse Mr [redacted] for the initial round of medication used in treating his puppyAt this time, Mr [redacted] was advised that future coverage is only guaranteed at the contracted veterinarian being [redacted] Veterinary Clinic as stated in the warrantyThis is not what we were toldAt 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, KSHowever, if we did that, we would have to pay for the vaccinationsEasy choice for usThe cost of travel time and fuel was more than the vaccination costs, so we opted to take them to StanleyAt 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 JoplinIt was and still is my understanding that the pets health was guaranteedLater, customer submitted additional bills from an outside veterinary location for the purchased pet as well as multiple older petsUnfortunately, 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 JoplinWe 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 saleWe had no health issues or problems until the Elkhound showed up sick with loose stools immediately after purchaseWe were not aware of this issue when she was taken to [redacted] minutes after her purchaseI am now out hundreds of dollars, not to mention time driving all the dogs back and forth to the vet on several occasionsThe Stanley vet is less than half the distance from our home compared to the [redacted] vet in JoplinI 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 reimbursablePetland strives to provide top quality care to our pets both in the store, and after finding their forever homePetland 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 toldInitially, we contacted the Petland in Joplin and then [redacted] as soon as we became aware of the issue with the ElkhoundI 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 [redacted] from [redacted] said they would take care of the situation and we just needed to send in bills to themOur Stanley Vet even contacted and discussed the situation with [redacted] 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 matterI will not purchase any other animals from a Petland Store and would not recommend others to do so eitherI find it unacceptable that not only do I purchase two dogs from the Joplin Store within 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 / [redacted] (4000, 9, 2016/10/17) */ We are writing in regards to case # XXXXXXThe store has been under new management since May and we are hoping to find a resolution to a matter we were not initially involved inIn the spirit of compromise, Petland would like to reimburse the customer [redacted] in veterinary feesWe apologize for any inconveniences this may have caused and hope this compromise settles the complaint at handPlease confirm the customers current address so we can place a check in the mail Thank you, Petland Team Final Consumer Response / [redacted] (2000, 11, 2016/10/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 15, 2016/08/10) */ We have a document on file signed by Ms [redacted] that it has been satisfactorily resolvedJust FYI [redacted] Bridges-Office Manager
Initial Business Response / [redacted] (1000, 15, 2016/07/29) */ July 27, Revdex.com Serving Southwest Missouri SCampbell 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/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 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 $total for the whole year and the puppy has unlimited check ups, all necessary vaccines, exam for internal parasites, spay or neuter and $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/and here are the notes/comments by the veterinarian on that visit: Millie presented for exam, well puppy checkOwner reported there was no coughing, sneezing, vomiting, or diarrhea and activity had been goodMillie ate well in the exam room and was otherwise doing well at home, drinking, urinating, defecating within limits bright and alert, Temperature 6/14/Paws Veterinary called to check on MillieRequested Owner to give us a call with any questions/concerns A week later - 6/20/Ms [redacted] called and cancelled her appointment with Paws Vet Clinic for 6/29/She wanted to let the veterinarian know that a degree temp is feverish and now her puppy is sick and she took it to her own veterinarian 6/21/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 puppiesWe 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 $reimbursement check and $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 claimPlease note that our email address is ***@petlandjoplin.com> Sincerely, Petland of Joplin Management Team Enclosure