Jocelyn's Puppies & Pet Supplies

9/21/17[redacted] purchased a Male English bulldog puppy from our store on Sunday September 3rd. At the time of sale the customer filled out our paperwork for that particular puppy and on the 4th page they are asked to initial that the puppy appears to be free of any parasitic or infectious contagious...

disease which [redacted] [redacted] did initial. The reason we do this is so the person acknowledges the puppy did not appear physically sick prior to leaving our store. I have attached a copy of our full contract that she signed on this day. I also took note that the address written on our contract is a different address than on the vet papers??? Where was the actual physical address of where the puppy was living?? On Friday September 8th she took him to an emergency vet in York PA stating that he was having a hard time breathing and had a runny nose, [redacted] was claiming the puppy was near death when she arrived at the animal hospital and said the vet told her that the puppy would die if he did not get treatment or if she hadn't gotten there sooner. It was recommended only that she get a chest x-ray done. She didn't have to. The way the puppy lemon laws works is as follows. Option 1: Return the dog for a complete refund. Option 2: Return the dog for a replacement dog of equal value or Option 3: Retain the dog and receive reimbursement for reasonable veterinary fee, not exceeding the purchase price. I have also attached a copy of the Puppy Lemon Law Paper for reference. The impression we received from [redacted] was that she wanted the puppy back after she would bring him to us. The day after she brought him back to us she called the following evening after 4pm and told the girl that works here that she didn't want him back she just wanted a full refund including the vet bill. So if she would have kept the puppy she would have been reimbursed for the vet bill but not to exceed the purchase price. But since she changed her mind and decided she did not want him anymore she would receive a complete refund. Not a refund plus the vet bill. That's not how the lemon law works.I would like to clear up also the fabrication that the puppy was near death. The paperwork [redacted] brought in to us from the vet did not state such thing. You would have thought if the puppy was near death and not eating they would have heavily advised for him to stay or at least sent medicine or gave him medicine while he was there in their care. I have attached the paper from the emergency vet that I was given. If there was another paper, I didn't get it. When [redacted] brought the puppy back into our store on 9/8/17 the first thing that we did was offer him some can chicken and rice wet food. He devoured the whole thing, I have video proof with a time stamp showing this. If this proof is ever needed I have it. He was acting as if he was starved. I also have a video of him running around playing and chasing feet no more than 25 mins after arriving back to the store. If this puppy was near death would he be doing that??? Highly doubt it. He was not hacking or coughing either. The breeder arrived and took him back to their home for care. The breeder called later and said "what exactly is wrong with him? He is acting like a normal puppy to me?". Even if the x-ray did show some signs of congestion that takes it a little far by saying he was near death. Maybe he had a little cold developing or kennel cough. Kennel cough is derived from stress. Puppies go through a lot of stress leaving their mom, going to the vet, going to the pet store, and then going home with their new family. Also [redacted] could have given him a bath and taken him outside without fully drying him. That could give him a cold. He could have been around other people or kids that were sick too, or other animals. Obviously we cant really say for sure but he was not near death.Also, to clear things up being that [redacted] called the A5PCA on us. We took the puppy to our vet and I have attached the results of what they found wrong, which was nothing. He got a clean bill of health. If he was near death would he recover so quickly??? Our vet also stated that there is a difference between a bulldogs breathing versus other breeds that don't have a smushed in face. You have to be able to distinguish the bulldogs breathing from another breed like a Lab.[redacted] also did our financing program [redacted] Fianance which she was approved and that is how she took home her puppy. The only option was for us to cancel the financing so she would not be responsible for making the payments. [redacted] stated that finance company told her the same option as I stated above but also that we could refund her via check or cash and she would pay off the financing that way. Who in their right mind would do that? You really think that would have been paid off? Sounds a little bit like we were being scammed. I sent a check to easy pay fiance directly via regular postal mail and that was received and the contract was cancelled. [redacted] was notified by easy pay fiance. If further verification is needed they can be reached at [redacted] and ask for Tanisha.Bottom line is the puppy was not near death. If [redacted] decided to keep the puppy we would have reimbursed her the vet bill. But instead she didn't want him back so we cancelled the financing. Contacting Revdex.com and calling the ASPCA on us is starting to feel a little bit like harassment. I would hate to have to take this further. We did what the law says to do. The puppy is back in our store and looking for a forever loving home. He is in perfect health. Poor guy doesn't understand ail this. He is in good hands. In the 8 years we have been open we have never had anyone call the ASPCA on us. Doesn't that tell you something??? I am sorry things went down this road but they didn't have to.

To whom it may concern,Regarding complaint ID #[redacted], filed 8/3/2015, and the two cat flea baths scheduled on 7/29/2015 at 1pm.Every feline bath includes nail trimming (which is substituted for tooth brushing in the case of declawed cats), ear cleaning, and brushing in addition to the actual...

bathing procedure, and requires roughly 20–30 minutes per pet. The bath itself differs depending on the type. Flea baths involve the application of a special shampoo to the pets coat before making them wet, there is no dipping involved. This particular product requires setting for at least 5 minutes before being rinsed out and this time is used to clean the ears and either brush the teeth or trim the nails. With two cats, to avoid cross contamination, shampoo must also be applied to the other pet before rinsing the first. To avoid recontamination from any pet carriers used in the store, or bringing the pets to us, those are also cleaned with a bleaching solution. Bedding materials are machine washed with hot water and detergent. At this point the shampoo is rinsed out, a conditioner, which also gets rinsed out, is applied to prevent the flea treatment from causing dry skin, and forced air is used to dry the fur and remove any dead fleas. Finally, the coat is brushed out by hand and the pet is put into a clean kennel to await pickup.In this particular case we could not use the air drier because the animals did not like it, and informed the customer of the possibility they may find dead fleas remaining in the coat because of this. No live fleas were found on either animal during the final brush out of the coat. We were told this would be okay and that it would be several hours before they would be picked up. It is not typical for us to allow animals to be left in our shop for this long, but we think this goes to show our willingness to work with customers whenever possible. At around 7pm on 7/29 we received a complaint from the customer stating that live fleas were still present. Since this was the first complaint we have ever received about our flea bath services we were very sorry to hear that it hadn't worked and immediately offered a second bathing free of charge. When this was refused a 50% refund was offered, and also refused. We feel our offer, and the services provided, have been more than generous and cannot simply offer a full refund based on nothing other than several irate phone calls.Sincerely,Jocelyn s Puppies

To whom it may concern,Regarding complaint ID #[redacted], filed 8/3/2015, and the two cat flea baths scheduled on 7/29/2015 at 1pm.
Every feline bath includes nail trimming (which is substituted for tooth brushing in the case of declawed cats), ear cleaning, and brushing in addition to...

the actual bathing procedure, and requires roughly 20–30 minutes per pet. The bath itself differs depending on the type. Flea baths involve the application of a special shampoo to the pets coat before making them wet, there is no dipping involved. This particular product requires setting for at least 5 minutes before being rinsed out and this time is used to clean the ears and either brush the teeth or trim the nails. With two cats, to avoid cross contamination, shampoo must also be applied to the other pet before rinsing the first. To avoid recontamination from any pet carriers used in the store, or bringing the pets to us, those are also cleaned with a bleaching solution. Bedding materials are machine washed with hot water and detergent. At this point the shampoo is rinsed out, a conditioner, which also gets rinsed out, is applied to prevent the flea treatment from causing dry skin, and forced air is used to dry the fur and remove any dead fleas. Finally, the coat is brushed out by hand and the pet is put into a clean kennel to await pickup.In this particular case we could not use the air drier because the animals did not like it, and informed the customer of the possibility they may find dead fleas remaining in the coat because of this. No live fleas were found on either animal during the final brush out of the coat. We were told this would be okay and that it would be several hours before they would be picked up. It is not typical for us to allow animals to be left in our shop for this long, but we think this goes to show our willingness to work with customers whenever possible.
At around 7pm on 7/29 we received a complaint from the customer stating that live fleas were still present. Since this was the first complaint we have ever received about our flea bath services we were very sorry to hear that it hadn't worked and immediately offered a second bathing free of charge. When this was refused a 50% refund was offered, and also refused. We feel our offer, and the services provided, have been more than generous and cannot simply offer a full refund based on nothing other than several irate phone calls.Sincerely,Jocelyn s Puppies

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The manager told me on Friday July 31, 2015 at 1450 that he would in fact give me the full refund. He told me that he would have a check available for me to pick up first thing Monday morning. Monday August 3, 2015 the manager called me at 0855 and said that the groomer was refusing the refund. She works for him, and he had already promised me a refund. This is not how a business works. The manager accused me of just trying to get a free grooming, however, that was not the case. I'm sorry that their treatment did not work, but lying is another problem. They were only their for an addition 3 hours. The groomer called me and asked me to pick them up after 6:00 pm due to her leaving for over an hour and coming back. I do not believe for a second that both cats were completely clear of fleas as soon as they were finished and then magically covered with over 100 live fleas in 5 hours. The groomer is lying to you. She did not do her job.
Regards,
[redacted]

To whom it may concern,Without even letting us visually confirm there were still fleas on the cats, as noted in the previous reply, we offered several solutions, all of which were refused. Our grooming service is offered by a private individual who works from our store, not an employee, and they have final say in these situations. A full refund would never be offered for any reason without a visual inspection of the pet (also refused by customer), and is now impossible because fleas have had plenty of time to come back during this time.Sincerely,Jocelyn's Puppies