Nova Enterprises and Inspection Services

Good afternoon, As we are very sorry and saddened by the loss of one of our puppies, and devastated for our customer, it should be known that we take very extensive precautionary measures in making sure that our puppies are very well taken care of and in superb health while they are in our careUpon receiving our puppies, they are thoroughly checked over by a licensed veterinarian Our puppies come from very reputable breeders to which we visit regularly to ensure they are not over breeding and caring for our future puppies in a manner we consider acceptableOur standards are very high and we do not accept puppies we feel can potentially have any issues upon going to their forever homeWhen a customer purchases their new companion from one of our locations, we offer the customer a free well pet visit to one of our participating veterinarians to ensure they have a healthy puppyWe have an extensive warranty and guarantee in place that we go over with the customer at the time of their purchase that points out the importance of the first checkup, which the customer complied to and the puppy checked out with no issues (please see attached the customers signed guarantee and purchase agreement, complete with the puppy's medical record up to the date of purchase)As we are aware that there can be some unforeseen issues that may arise after a certain period in a living creatures life, we were not contacted by the customer that her puppy was having any issues at all in the months of her owning the puppyWhen she did contact us (days after the puppy passed and was buried) she informed us that the puppy's health was perfect up until the walk she took the puppy on that nightShe informed us that the puppy was walking and then suddenly yelped and was favoring one of the front pawsShe stated that the dog then refused to continue the walk so she then proceeded to carry the puppy homeOnce she arrived at her home, she said that she noticed the puppy was very lethargic and felt that the puppy may just need some restSo instead of calling one of our locations or the vet, she let the puppy restThe following morning, she went to check on the puppy and noticed that there were signs of vomit and diarrhea with the presence of bloodShe stated that the puppy's eyes were glazed over and the puppy passed shortly after thatShe told us that she had not contacted the vet when the puppy passed and she also did not contact us until the following weekA necropsy was not performed on the puppy to determine the cause of deathWe fully understand the devastation of the customers loss, however there were no tests performed to determine a cause of deathThe puppy also showed no previous signs of a heart defect that would cause the sudden death in the manner that was described to us by the customerWe are again very sorry for her loss and are willing to help her find another lifelong companion at an extremely discounted price Deepest Sympathy, Uncle Bill's Pet Centers

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI would also like to add that Lori and Karen went above and beyond my expectation after hearing of our negative experience with the companyI am very impressed with the way they took immediate action and followed through with promises to turn our experience into a positive one Regards, [redacted] ***

We have responded and are working with the customer on this issue

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I would also like to add that Lori and Karen went above...

and beyond my expectation after hearing of our negative experience with the company. I am very impressed with the way they took immediate action and followed through with promises to turn our experience into a positive one.
Regards,
[redacted]

Good afternoon,
    As we are very sorry and saddened by the loss of one of our puppies, and devastated for our customer, it should be known that we take very extensive precautionary measures in making sure that our puppies are very well taken care of and in superb...

health while they are in our care. Upon receiving our puppies, they are thoroughly checked over by a licensed veterinarian.  Our puppies come from very reputable breeders to which we visit regularly to ensure they are not over breeding and caring for our future puppies in a manner we consider acceptable. Our standards are very high and we do not accept puppies we feel can potentially have any issues upon going to their forever home. When a customer purchases their new companion from one of our locations, we offer the customer a free well pet visit to one of our participating veterinarians to ensure they have a healthy puppy. We have an extensive warranty and guarantee in place that we go over with the customer at the time of their purchase that points out the importance of the first checkup, which the customer complied to and the puppy checked out with no issues (please see attached the customers signed guarantee and purchase agreement, complete with the puppy's medical record up to the date of purchase). As we are aware that there can be some unforeseen issues that may arise after a certain period in a living creatures life, we were not contacted by the customer that her puppy was having any issues at all in the 2 months of her owning the puppy. When she did contact us (7 days after the puppy passed and was buried) she informed us that the puppy's health was perfect up until the walk she took the puppy on that night. She informed us that the puppy was walking and then suddenly yelped and was favoring one of the front paws. She stated that the dog then refused to continue the walk so she then proceeded to carry the puppy home. Once she arrived at her home, she said that she noticed the puppy was very lethargic and felt that the puppy may just need some rest. So instead of calling one of our locations or the vet, she let the puppy rest. The following morning, she went to check on the puppy and noticed that there were signs of vomit and diarrhea with the presence of blood. She stated that the puppy's eyes were glazed over and the puppy passed shortly after that. She told us that she had not contacted the vet when the puppy passed and she also did not contact us until the following week. A necropsy was not performed on the puppy to determine the cause of death. We fully understand the devastation of the customers loss, however there were no tests performed to determine a cause of death. The puppy also showed no previous signs of a heart defect that would cause the sudden death in the manner that was described to us by the customer. We are again very sorry for her loss and are willing to help her find another lifelong companion at an extremely discounted price.
 
Deepest Sympathy,
Uncle Bill's Pet Centers