Encompass Health Corp.

We are in the process of gathering important information from Mrs [redacted] Unfortunately she has yet to send all the vet records and documentation over to usIt is necessary for us to have all paper work to make a proper judgement in Mrs [redacted] 's case and to rule out any underlying causes that may or may not have occurredWe have responded to Mrs [redacted] and had let her know what we need from her to move forward from hereAs of recently she has started to send over some of the paperworkBut as stated before we need all vet records, including the proof of the first health exam, that would have initiated her warranty with usUntil then, we are not able to come to a resolution as we do not have all of the facts.Thank you for you time!Sincerely , [redacted] ***

I am writing to you in regards to Allen B [redacted] accusation. I wanted to make it clear that the sales associate that sold the female Goldendoodle to Allen was the owners daughter, that has been selling puppies for 26 years. We have been with this finance company for over 2... years, and all of our financing terms have stayed the same. Three months interest free. Allen came into the store 5 months after he purchased the puppy, we had a conversation.The email is received the day that the contract is submitted, usually within the first few minutes afterwards. Most customers receive there email while they are still in the store.The whole contract is emailed to the customer that they e-sign. It includes the stipulations, interest rate, pay off terms, monthly payment, etc. If needed I can forward that to you. Allen said he received it, but the "email disappeared." Personally concerned about payments and such, wouldn't you think he would have contacted us for Flexpays information to know the exact conditions and terms? Also hypothetically speaking, if Allen was indeed to pay it off within the first six months with it being "interest free" , he still would have been short on the amount he financed, which would have caused him to incur the interest. The way Flex Pay works is the amount the customers is approved for and the amount of the puppy, determine how much the customer owes each month. Allen was only approved for 1200.00. The puppy with taxes included came to 1477.34 with taxes and everything included. We allowed him to break up the difference of 467.34, with three checks. All to be deposited in a few weeks time. One the day of the sale, the second payment two weeks from then, and the third and final check two weeks from the second checks payment date. Those checks covered the difference owed. The amount he was approved for (1200.00) is not the actual amount Mr. B [redacted] financed. Because they consider the down payment when it comes to the final financing amount. The amount of 1200.00 is then 1045.55. Because the amount owed through Flex Pay for the down payment for a 1200.00 approval is 154.45. It would then leave Mr. B [redacted] with a financing balance of 1045.55. If indeed Mr. B [redacted] would have been correct on the interest free six months option. With him only paying the 154.45 each month, he still would have only paid 926.70. Which means he would have been short 118.89 to have the 1045.55 amount paid off. So even if he thought the puppy was on a "six months interest free contract" the amounts would have never matched up. The fact that Mr. B [redacted] contract "disappeared" leaves me to believe, that Mr. B [redacted] had never actually contacted Flex Pay to change the amount of his payment each month, to have the puppy paid off early. I also think it is safe to assume that Mr. B [redacted] never called Flex Pay , because they also would have reiterated that the financing is in fact only interest free for three months.We understand that it is exciting for a person or persons taking a puppy home.What happens frequently, is the customers are so excited to take a puppy home they get overwhelmed to just go home with the puppy, and sometimes have a hard time focusing on the boring stuff, like "paperwork". We even go over training questions, warranty, and questions the customer has. We also offer a 24 hour emergency contact number. We never heard anything. I apologize for any miss understanding Mr.B [redacted] I guess didn't understand. We are always hear for any questions. Please feel free to contact me if you have any questions.Sincerely, Jessica J*** Store Manager

This office represents Puppy World, Inc(“Puppy World”) The above-referenced complaint has been referred to us for response Please be advised that this matter is governed by the terms of a written contract and the warranties provided therein A copy of the contract is enclosed, along with a copy of the CVI (Certificate of Veterinary Inspection) which the Complainant alleges she did not receive The contract clearly and unambiguously states on page one that “PuppyWorld is NOT responsible for any related charges, such as Veterinarian’s Expenses.” In paragraph two on page three of the contract it states: PUPPYWORLD WILL NOT BE OBLIGATED UNDER ANY CIRCUMSTANCES FOR ANY VETERINARIAN’S FEES FOR EXAMINATION OR TREATMENT OR OTHER EXPENSES INCURRED FOR ANY REASON Puppy World does provide limited warranties on the puppies it sells Under its day Money Back warranty, if a puppy dies of natural causes within ten days of purchase, Puppy World will, at the buyer’s option: 1) issue a store credit, 2) give a cash refund or 3) deliver a new puppy to the buyer Please note that death as a result of parvovirus is specifically mentioned in this paragraph Please also note that there are conditions precedent that must be met before a buyer can exercise her rights under this warranty which have not been met in this matter Complainant’s dog was euthanized and did not die of natural causes and Complainant did not produce a veterinarian’s certificate to confirm the cause of death Puppy World also provides a Year Warranty on Life, again if a puppy dies of natural causes In the event a puppy dies of natural causes within two years of purchase, Puppy World will provide the buyer with a store credit in an amount equal to the purchase price A veterinarian’s certificate as to the cause of death must be submitted to Puppy World within seven days after the loss occurs, pursuant to the terms of this warranty The contract and the terms of its warranties were understood and accepted by the Complaint, as evidenced by her signature on the document Additionally, Complainant acknowledged that the written warranty constitutes the entire agreement between herself and Puppy World concerning the health, condition or loss of Complainant’s puppy Although Complainant has not met the conditions required to exercise her rights under the terms of the warranties, Puppy World, at this time and for purposes of resolving this complaint only, agrees to refund Complainant the purchase price of the puppy, plus sales tax, in the amount of $ Very truly yours, [redacted] BY: [redacted]

On Tue, Mar at 10:AM , Puppyworld wrote:To Whom it May Concern,We would like mediation in regards to *** *** Please let me how to go about the next steps.Sincerely,Puppyworld

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.All information has been sent to Puppyworld as of this morning
Regards,
*** ***

Unfortunately I am unsure as to what more I can say or explainWhen mentioned that my math is off in regard's to the everything, including the payments we allowed MrB*** to split up, because he was not approved for the full amount needed to purchase the puppy. My math is indeed correctIn fact he states that there were three equal payments $155.78, which is true and is also exactly why I said we allowed him to break up the amount of $467.34. Correct me if I'm wrong but $split into three payments does amount to each paymentSo I am confused as to how he figured the math was wrongI am very sorry that MrB*** feels he was mislead, and that he feels that he didn't have such a pleasant experience with us. Sincerely, Jessica J*** Store Manager

Good Morning ***I would be interested in any type of MediationHowever, I have always felt that Legal representation is necessary. I will not meet unless I am informed at least two weeks in advance, of any Legal Representation Puppy World may use during this Mediation I will also not sign any "terms or conditions of reimbursement" brought fourth by Puppy World nor the Legal agency that will represent them over this issue. This can be a slippery slope for a consumer like myself and I want to ensure that my legal rights are protected. Many Thanks,*** ***

I am responding on behalf of the customer complaint filed on 5/1/Unfortunately, I am unaware of the customers information, as it was not given to us at the time of the complaintSo I will try to respond as best as I can without having any true detailsOne of our girls had answered a
phone call from Mrs*** on 5/1/Our employee had tried getting information from Mrs*** about said customer but she just kept talking over herSo we are still unaware of who or what puppy this is in regards to as Mrs*** had hung up on herHypothetically speaking, as I'm not even sure if this puppy was truly purchased from us or not, our staff along with myself are not trained nor have we gone for any schooling involving evaluating someone's mental stateAs I'm sure the humane society is not as wellAlong with any other person who is in the pet industryThere fore I can not solely base my interaction with a customer and evaluate their mental state within a couple hours timeHowever I can deter someone I may feel will not be the best fit or provide a happy life for one of our babiesWe try to do our best with placing then in appropriate homesI was little shocked and confused to learn that not only was the family unaware of their mentally ill son having a puppy, whom I'm sure is pretty lively as most puppies areAlong with a community worker, whom checks in weekly that they did not spot this soonerAlso, most people I know whom have a disability of some sort usually have someone in charge of their financesA good example would be a power of attorneySo it confuses me as to why a "mentally ill" teenager would have a good sum of money on them in order to purchase a puppy in the first place. As I said before, we really do care about each and everyone of our babies as if they were our ownWe always want them to be placed in loving and caring homes. Thank you for your time!Sincerely, *** ***

I writing to you in regards to *** ***. There are few things I would like to make clear. ***, our manager, never took home allegedly a "sick puppy." Our warranty states we cover antibiotics in an in store credit, which we asked *** to bring in. He has yet to
provide anything to us. The puppy was vaccinated for distemper twice. We also provide an emergency contact number to all of our customers. We are always available, hours a day. We try to help prevent customers incurring vet bills to the best of are ability. The puppy was not sick before she sold. We have signs hanging up all over the store asking customers to hand sanitizer between petting each puppy, and we clean with bleach. Do we compare ourselves to a day care? Absolutely! They're babies, with weaker immune systems.This is why we allow access to us hours of the day seven days a week by providing them with the emergency contact number because they can be more likely to develop colds. We also make all customers aware that they should contact us if anything changes with the puppies health, especially prior to any treatment being doneI also would like to mention that we sold *** this puppy on a SaturdaySaturdays we have at least three employees onAll of the employees that were on witnessed *** put the Labrador puppy he purchased in with several other puppiesWe do not encourage such behavior because this can lead to puppies passing things to each other such as colds or stool issuesWhen one of the girls saw him do this she immediately picked the puppy up and made a general statement that we are not allowed to put puppies in cages with each other unless they are relatedThat is why we set up a play pen for each individual puppy that comes out of course unless it is a brother/ sister type of situation.*** was provided a play pen for his viewing purposesWe also have signs before you enter the store and all around the store to encourage the use of the hand sanitizer bottles that we provide all along our counter. *** tried her best to reason with ***, however he was extremely difficult to even talk too because of his temper. So she advised him to call back when he had taken a moment to calm himself and so we could go over the vet billsHowever we have yet to hear back from him to discuss this matter any furtherWe are more than willing to stand by our warranty! I hope this gathers some insight into this matter.Sincerely,***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11879689, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] In response to Miss J[redacted] lack of effort to explain anything, first and foremost I would like to say that relation of employee to the owner and years of experience are by no means relevant, especially when the motive is to make a sale. That being said, Id very much so like to point out that a great majority, if not all of the figures given by Miss Janas are incorrect. The initial hand written checks given the day of purchase were for the amount of $155.78, there were 3. My monthly payment that came out of my checking account automatically every month was for the amount of $190.15. There were 5 payments pulled from my account before I made a call to FlexPay to pay off my dues. I have bank statements to back up all those amounts available on request. The foolish assumption that Janas made that a phone call was never placed to FlexPay was also incorrect. Luckily in 2016 companies have implemented a very fine tracking on customer service calls. This means that not only are there time stamps for my calls made and duration of conversation, but theres also recording of full conversations between myself and the operator. Further more, Id like to add that at no point in time did I ever state that my contract "disappeared", However I did state that the email-sent contract was strategically set to expire. I still have the original email sent on July 11, 2016 at 7:06PM. When the link located in the email is clicked, you are lead to a page that says "Unable to locate contact". Email WITH link can be forwarded at request. With the demeanor and obvious lack of  organization or lack of care in this dispute. I would only be lead to believe that it's not very likely that associates at puppy world are relaying all the information they need to at time of purchase if the manager can't even gather correct information with time given. Id also like to reiterate, to this day, figures given by puppy world still do not match my bank statements. This should be alarming. If not handled, further action beyond this outlet WILL be taken.
Regards,
Allen B[redacted]

I am writing to you in regards to Allen B[redacted] accusation.  I wanted to make it clear that the sales associate that sold the female Goldendoodle to Allen was the owners daughter, that has been selling puppies for 26 years. We have been with this finance company for over 2...

years, and all of our financing terms have stayed the same.  Three months interest free.  Allen came into the store 5 months after he purchased the puppy, we had a conversation.The email is received the day that the contract is submitted, usually within the first few minutes afterwards. Most customers receive there email while they are still in the store.The whole contract is emailed to the customer that they e-sign.  It includes the stipulations, interest rate, pay off terms, monthly payment, etc.  If needed I can forward that to you.  Allen said he received it, but the "email disappeared."  Personally  concerned about payments and such, wouldn't you think he would have contacted us for Flexpays information to know the exact conditions and terms?  Also hypothetically speaking, if Allen was indeed to pay it off within the first six months with it being "interest free" , he still would have been short on the amount he financed, which would have caused him to incur the interest. The way Flex Pay works is the amount the customers is approved for and the amount of the puppy, determine how much the customer owes each month. Allen was only approved for 1200.00. The puppy with taxes included came to 1477.34 with taxes and everything included. We allowed him to break up the difference of 467.34, with three checks. All to be deposited in a few weeks time. One the day of the sale, the second payment two weeks from then, and the third and final check two weeks from the second checks payment date.  Those checks covered the difference owed. The amount he was approved for (1200.00) is not the actual amount Mr. B[redacted] financed. Because they consider the down payment when it comes to the final financing amount. The amount of 1200.00 is then 1045.55. Because the amount owed through Flex Pay for the down payment for a 1200.00 approval is 154.45. It would then leave Mr. B[redacted] with a financing balance of 1045.55. If indeed Mr. B[redacted] would have been correct on the interest free six months option. With him only paying the 154.45 each month, he still would have only paid 926.70. Which means he would have been short 118.89 to have the 1045.55 amount paid off. So even if he thought the puppy was on a "six months interest free contract" the amounts would have never matched up. The fact that Mr. B[redacted] contract "disappeared" leaves me to believe, that Mr. B[redacted] had never actually contacted Flex Pay to change the amount of his payment each month, to have the puppy paid off early. I also think it is safe to assume that Mr. B[redacted] never called Flex Pay , because they also would have reiterated that the financing is in fact only interest free for three months.We understand that it is exciting for a person or persons taking a puppy home.What happens frequently, is the customers are so excited to take a puppy home they get overwhelmed to just go home with the puppy, and sometimes have a hard time focusing on the boring stuff, like "paperwork".   We even go over training questions, warranty, and questions the customer has.  We also offer a 24 hour emergency  contact number.  We never heard anything.  I apologize for any miss understanding Mr.B[redacted] I guess didn't understand.  We are always hear for any questions.  Please feel free to contact me if you have any questions.Sincerely, Jessica J[redacted] Store Manager

We are in the process of gathering important information from Mrs. [redacted]. Unfortunately she has yet to send all the vet records and documentation over to us. It is necessary for us to have all paper work to make a proper judgement in Mrs. [redacted]'s case and to rule out any underlying causes...

that may or may not have occurred. We have responded to Mrs. [redacted] and had let her know what we need from her to move forward from here. As of recently she has started to send over some of the paperwork. But as stated before we need all vet records, including the proof of the first health exam, that would have initiated her warranty with us. Until then, we are not able to come to a resolution as we do not have all of the facts.Thank you for you time!Sincerely ,         [redacted]

This office represents Puppy World, Inc. (“Puppy World”).  The above-referenced complaint has been referred to us for response.             Please be advised that this matter is governed by the terms of a written contract and the warranties...

provided therein.  A copy of the contract is enclosed, along with a copy of the CVI (Certificate of Veterinary Inspection) which the Complainant alleges she did not receive.             The contract clearly and unambiguously states on page one that “PuppyWorld is NOT responsible for any related charges, such as Veterinarian’s Expenses.”  In paragraph two on page three of the contract it states: PUPPYWORLD WILL NOT BE OBLIGATED UNDER ANY CIRCUMSTANCES FOR ANY VETERINARIAN’S FEES FOR EXAMINATION OR TREATMENT OR OTHER EXPENSES INCURRED FOR ANY REASON.             Puppy World does provide limited warranties on the puppies it sells.  Under its 10 day Money Back warranty, if a puppy dies of natural causes within ten days of purchase, Puppy World will, at the buyer’s option:  1) issue a store credit, 2) give a cash refund or 3) deliver a new puppy to the buyer.  Please note that death as a result of parvovirus is specifically mentioned in this paragraph.  Please also note that there are conditions precedent that must be met before a buyer can exercise her rights under this warranty which have not been met in this matter.  Complainant’s dog was euthanized and did not die of natural causes and Complainant did not produce a veterinarian’s certificate to confirm the cause of death.             Puppy World also provides a 2 Year Warranty on Life, again if a puppy dies of natural causes.  In the event a puppy dies of natural causes within two years of purchase, Puppy World will provide the buyer with a store credit in an amount equal to the purchase price.  A veterinarian’s certificate as to the cause of death must be submitted to Puppy World within seven days after the loss occurs, pursuant to the terms of this warranty.             The contract and the terms of its warranties were understood and accepted by the Complaint, as evidenced by her signature on the document.  Additionally, Complainant acknowledged that the written warranty constitutes the entire agreement between herself and Puppy World concerning the health, condition or loss of Complainant’s puppy.             Although Complainant has not met the conditions required to exercise her rights under the terms of the warranties, Puppy World, at this time and for purposes of resolving this complaint only, agrees to refund Complainant the purchase price of the puppy, plus sales tax, in the amount of $632.54.                                         ...⇄                         Very truly yours,                                         ...⇄ [redacted]                                               ...⇄ BY:     [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.1.) I would like to understand what conditions we did not meet that were required to exercise my rights under the terms of the warranty. We were in the store front with police standby by less than 48 hours after death and gave Kelly the medical notes stating that the dog had less than a 50% chance of survival even with continued care and the dog was having hypoglycemic seizures even after infusion of dextrose.2.) We were not given CVI at time of purchase nor were we given CVI after entering the store after the dogs death. We asked for copy at that time and they could not locate the paper work. 3.) We were not given the dogs health history at time of purchase (CVI). I have a recorded voice message from store owner admitting to fact that they most recently found CVI and will mail to us. There was no disclosure of health history prior to time of purchase leaving any signed warranty null and void.Full payment of dog and all vet expenses are expected at this time Total $3,060.89
Regards,
[redacted]