Just Puppies of Maryland ,Inc

My family and I are returning customers of your company and last week my husband purchased a puppy as a gift for me from your Rockville, MD location. I called today to ask some questions about my new dog as I have concerns that she may be albino. When the call was answered I very nicely asked to speak with a manager. The woman who answered did not put me on hold and I heard her very clearly say “She wants to speak with a manager.” And then “I don’t know, it’s probably someone annoying. This always happens.”. I’m sure you can understand how taken aback and offended I was at the employee’s blatant lack of professionalism and customer service, especially given the fact that I had not yet even disclosed the reason for my call.
When the manager got on the phone she did not introduce herself, but did ask how she could help. I asked for the name of the woman who initially answered my call and explained what had just occurred. The manager told me that she didn’t know who answered the phone, but that she would “figure it out” and again asked why I was calling. I asked for the name of the person that I was speaking with for my own records and she responded with only her first name “Mariana”. When I asked for her last name she told me very rudely “You don’t need to know that.”. I then asked for the name of HER supervisor since clearly her customer service skills were lacking even more than the employee that I spoke to previously, and she told me that her name was Janee, but that I didn’t need to know her last name either. She then said “She’s on maternity leave so what do you need?”.
I was so upset that I told the manager that I would take up my issue with corporate. I have never been so disrespected. Not one person in that store knows the reason for my call. For all they know, I could have been a potential customer looking to buy a puppy from your establishment. Futhermore, I feel that as a paying customer I should be subject to the utmost respect and at the very least, professionalism. I am very concerned that these employees are my only connection to information about my dog as well as the fact that they are the ones who take care of the puppies in your store. Their lack of compassion was very evident in the way that I was treated today and I will NEVER refer a single person to your company. In fact, I plan to make my experience very known on every platform that is available to do so.
Regarding my dog, I need to speak to someone as soon as possible about retrieving her records. If she IS in fact albino, she needs special care and I need to be prepared to arrange said care for her.

July 16,
2014To Whom It May Concern:                [redacted] purchased a
Yorkie #[redacted] on Sunday, June 22, 2014 for $1170 w/tax. Merchandise was also
purchased for $154.22 w/tax. During this purchase,...

our staff worked with
[redacted] to discuss our health guarantee and answered any questions. The
health guarantee is reviewed and signed by the client prior to leaving. I will
include a copy of this health guarantee for reference.                 On Tuesday, June 24, 2014
[redacted] called the store to discuss concerns she was having. Just
Puppies went over these concerns and confirmed those issues as being normal.  For example: [redacted] was concerned with
the Yorkie barking/crying. This can be common as a puppy is adjusting to the
new home.  Towards the end of the
conversation, the client also asked for information on our return policy.  This policy is: “All non-medical returns, including allergies to animals, must be made
within 48 hours.  Just Puppies will
withhold $200.00 of your refund as a return fee for any non-medical returns.
Common problems are not subject to returns or refunds.” Just Puppies made
this policy aware to [redacted] during this conversation.  In addition, we discussed that Wednesday,
June 25, 2014 as being the last day to return the puppy.  Just Puppies assumed, at this time, that
[redacted] would be considering a return of the puppy within these
parameters.                   On Wednesday, June 25, 2014
[redacted] called the store again to go over the return policy. In addition
to the previous day, we discussed this policy in details. [redacted] also
asked about the merchandise that was purchased the day the puppy was purchased.
This policy is posted near the cash register and printed on our receipts: “No refunds, Exchange only. You must have
your receipt to exchange merchandise. Merchandise must be in the original
packaging and free from any damages.” The client did not come in or call
again until Saturday, June 28, 2014.                Since the client failed to
return the puppy by Wednesday, June 25, 2014 we were under the impression that
the client either decided to keep the puppy or to make other arrangements. In
fact, [redacted] took the puppy to the free veterinarian examination
provided by Just Puppies on June 27, 2014. 
During this visit, it was determined that the puppy was negative from
any parasites and a mild case of kennel cough was present (not pneumonia). The client
was given antibiotics, by the veterinarian, free of charge to treat the kennel
cough.  The veterinarian also went over
making sure that the puppy is eating frequently to prevent hypoglacemia from
occurring. This is due to the puppies’ current weight during the examination. All
puppies less than 3lbs must be monitored for eating to prevent low blood sugar
from occurring. The information on hypolgacemia is covered with the client in
great detail during the paperwork. However, the puppy had gained weight and
seemed to be doing well. The client was instructed by the veterinarian to
administer the antibiotics, monitor eating and follow-up within 7 days.                 On Saturday, June 28, 2014
[redacted] called to discuss the veterinarian visit and returning the puppy.  We discussed the health guarantee to the
client and determined that we would make an exception and allow her to return
the puppy with a return fee of $350. We felt that this would be a better
alternative then to make [redacted] keep a puppy that she clearly didn’t
want. We told her that, upon return,  the
puppy would need to quarantined for at least one week, would need to be
examined by a veterinarian, the kennel cough would continue to be treated and
the veterinarian would see the puppy weekly until deemed available for
sale.  The option to keep the Yorkie was
also an option. Just Puppies would have continued to cover all cost associated
with treating kennel cough including veterinarian visits. This guarantee is
also extended on all common puppy problems. i.e. kennel cough, internal and
external parasites, earmites. [redacted] choose to return the puppy.                On Sunday, June 29, 2014 [redacted] returned the Yorkie, signed a refund contract and received a refund per
our discussion. The refund contract read: “In
consideration of receipt of a refund I acknowledge Just Puppies on Maryland,
Inc. has fully met its obligation to me and hold Just Puppies of Maryland, Inc.
harmless from future claims with the puppy identified on this form.”  [redacted] also had the option to keep the
Yorkie and we would continue to pay for all medical expenses surrounding the
treatment for the kennel cough including veterinarian visits associated with
the treatment.  This guarantee is also
extended on all common puppy problems. i.e. kennel cough, internal and external
parasites, earmites. The veterinarian hospital was called on Tuesday, July 1, 2014 by the
client. The client requested documents and indicated that the puppy was
returned to the store due to her inability to care for a puppy with kennel
cough.                 We
understand that [redacted] is not satisfied with our decision, but
ultimately feel like it was the best case scenario given the circumstances. In
addition, the Yorkie is doing great. She has continued to stay on target with
her weight gain and is happy and playful. We
would also like to address the issue of [redacted] using the website
[redacted].com to slander our
company and our employees. We request that this be removed or Just Puppies will
peruse punitive damages. We will be forwarding all documents to our lawyer if
this request is not satisfied. Here is a copy of [redacted] post: If there are any questions,
please call Jeanea T[redacted], Manager, at ###-###-####. I have enclosed our
health guarantee that was signed, the refund form that was signed (submitted by
client during complaint) and the documents from the veterinarian hospital.Sincerely,Jeanea T[redacted]Manager

My family and I are returning customers of your company and last week my husband purchased a puppy as a gift for me from your Rockville, MD location. I called today to ask some questions about my new dog as I have concerns that she may be albino. When the call was answered I very nicely asked to speak with a manager. The woman who answered did not put me on hold and I heard her very clearly say “She wants to speak with a manager.” And then “I don’t know, it’s probably someone annoying. This always happens.”. I’m sure you can understand how taken aback and offended I was at the employee’s blatant lack of professionalism and customer service, especially given the fact that I had not yet even disclosed the reason for my call.
When the manager got on the phone she did not introduce herself, but did ask how she could help. I asked for the name of the woman who initially answered my call and explained what had just occurred. The manager told me that she didn’t know who answered the phone, but that she would “figure it out” and again asked why I was calling. I asked for the name of the person that I was speaking with for my own records and she responded with only her first name “Mariana”. When I asked for her last name she told me very rudely “You don’t need to know that.”. I then asked for the name of HER supervisor since clearly her customer service skills were lacking even more than the employee that I spoke to previously, and she told me that her name was Janee, but that I didn’t need to know her last name either. She then said “She’s on maternity leave so what do you need?”.
I was so upset that I told the manager that I would take up my issue with corporate. I have never been so disrespected. Not one person in that store knows the reason for my call. For all they know, I could have been a potential customer looking to buy a puppy from your establishment. Futhermore, I feel that as a paying customer I should be subject to the utmost respect and at the very least, professionalism. I am very concerned that these employees are my only connection to information about my dog as well as the fact that they are the ones who take care of the puppies in your store. Their lack of compassion was very evident in the way that I was treated today and I will NEVER refer a single person to your company. In fact, I plan to make my experience very known on every platform that is available to do so.
Regarding my dog, I need to speak to someone as soon as possible about retrieving her records. If she IS in fact albino, she needs special care and I need to be prepared to arrange said care for her.

Review: Just Puppies are defrauding customers and falsely advertising healthy puppies for astronomical prices. I purchased a Yorkie last week, in the first 24 hours I noticed the puppy's inactive behavior and lack of appetite. I contacted the store the next day with my concerns, and they proposed for me to return the dog and they'll retain $200 from the price of purchase. I loved the puppy from the first time I saw her. Therefore that wasn't beneficial for me. A couple of days later I took the puppy to the Vet, there she was diagnosed with pneumonia and hypoglycema. At this time I decided that I would return her, cause I just lost my Grandmother wasn't capable of caring for a sick puppy. I purchased her to uplift my spirits. Upon arrival to the Store, the weekend manager was inundated with another dissatisfied customer, who was encountering the exact same issue with a totally different breed puppy. She made her the same proposal, return the puppy and forfeit $200 from the purchase price. I also met another lady there, whom we exchanged information. She to purchased a sick puppy and incurred $2400 in the same week of Vet care expenses. I think its a scam and that they are capitalizing off the sick puppies and should indeed be investigated.Desired Settlement: I would like for someone to ensure the health and welfare of those puppies are sufficient. I would also like a full refund, because I feel that I was scammed. This incident has also taken a major toll on my kids and I. We genuinely loved that puppy.

Business

Response:

July 16,

2014To Whom It May Concern: [redacted] purchased a

Yorkie #[redacted] on Sunday, June 22, 2014 for $1170 w/tax. Merchandise was also

purchased for $154.22 w/tax. During this purchase, our staff worked with

[redacted] to discuss our health guarantee and answered any questions. The

health guarantee is reviewed and signed by the client prior to leaving. I will

include a copy of this health guarantee for reference. On Tuesday, June 24, 2014

[redacted] called the store to discuss concerns she was having. Just

Puppies went over these concerns and confirmed those issues as being normal. For example: [redacted] was concerned with

the Yorkie barking/crying. This can be common as a puppy is adjusting to the

new home. Towards the end of the

conversation, the client also asked for information on our return policy. This policy is: “All non-medical returns, including allergies to animals, must be made

within 48 hours. Just Puppies will

withhold $200.00 of your refund as a return fee for any non-medical returns.

Common problems are not subject to returns or refunds.” Just Puppies made

this policy aware to [redacted] during this conversation. In addition, we discussed that Wednesday,

June 25, 2014 as being the last day to return the puppy. Just Puppies assumed, at this time, that

[redacted] would be considering a return of the puppy within these

parameters. On Wednesday, June 25, 2014

[redacted] called the store again to go over the return policy. In addition

to the previous day, we discussed this policy in details. [redacted] also

asked about the merchandise that was purchased the day the puppy was purchased.

This policy is posted near the cash register and printed on our receipts: “No refunds, Exchange only. You must have

your receipt to exchange merchandise. Merchandise must be in the original

packaging and free from any damages.” The client did not come in or call

again until Saturday, June 28, 2014. Since the client failed to

return the puppy by Wednesday, June 25, 2014 we were under the impression that

the client either decided to keep the puppy or to make other arrangements. In

fact, [redacted] took the puppy to the free veterinarian examination

provided by Just Puppies on June 27, 2014.

During this visit, it was determined that the puppy was negative from

any parasites and a mild case of kennel cough was present (not pneumonia). The client

was given antibiotics, by the veterinarian, free of charge to treat the kennel

cough. The veterinarian also went over

making sure that the puppy is eating frequently to prevent hypoglacemia from

occurring. This is due to the puppies’ current weight during the examination. All

puppies less than 3lbs must be monitored for eating to prevent low blood sugar

from occurring. The information on hypolgacemia is covered with the client in

great detail during the paperwork. However, the puppy had gained weight and

seemed to be doing well. The client was instructed by the veterinarian to

administer the antibiotics, monitor eating and follow-up within 7 days. On Saturday, June 28, 2014

[redacted] called to discuss the veterinarian visit and returning the puppy. We discussed the health guarantee to the

client and determined that we would make an exception and allow her to return

the puppy with a return fee of $350. We felt that this would be a better

alternative then to make [redacted] keep a puppy that she clearly didn’t

want. We told her that, upon return, the

puppy would need to quarantined for at least one week, would need to be

examined by a veterinarian, the kennel cough would continue to be treated and

the veterinarian would see the puppy weekly until deemed available for

sale. The option to keep the Yorkie was

also an option. Just Puppies would have continued to cover all cost associated

with treating kennel cough including veterinarian visits. This guarantee is

also extended on all common puppy problems. i.e. kennel cough, internal and

external parasites, earmites. [redacted] choose to return the puppy. On Sunday, June 29, 2014 [redacted] returned the Yorkie, signed a refund contract and received a refund per

our discussion. The refund contract read: “In

consideration of receipt of a refund I acknowledge Just Puppies on Maryland,

Inc. has fully met its obligation to me and hold Just Puppies of Maryland, Inc.

harmless from future claims with the puppy identified on this form.” [redacted] also had the option to keep the

Yorkie and we would continue to pay for all medical expenses surrounding the

treatment for the kennel cough including veterinarian visits associated with

the treatment. This guarantee is also

extended on all common puppy problems. i.e. kennel cough, internal and external

parasites, earmites. The veterinarian hospital was called on Tuesday, July 1, 2014 by the

client. The client requested documents and indicated that the puppy was

returned to the store due to her inability to care for a puppy with kennel

cough. We

understand that [redacted] is not satisfied with our decision, but

ultimately feel like it was the best case scenario given the circumstances. In

addition, the Yorkie is doing great. She has continued to stay on target with

her weight gain and is happy and playful. We

would also like to address the issue of [redacted] using the website

[redacted].com to slander our

company and our employees. We request that this be removed or Just Puppies will

peruse punitive damages. We will be forwarding all documents to our lawyer if

this request is not satisfied. Here is a copy of [redacted] post: If there are any questions,

please call Jeanea T[redacted], Manager, at ###-###-####. I have enclosed our

health guarantee that was signed, the refund form that was signed (submitted by

client during complaint) and the documents from the veterinarian hospital.Sincerely,Jeanea T[redacted]Manager