Pet City

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I have already provided this, then got a partial refund on medicationsNot the tests, etc that it took to find what was wrongI am happy to submit further documentation through here again as proofRegardless of the "warranty" you sold a puppy that was unfit to be sold at the time of sell and have expected me to pay out of pocket to get him to good healthYou stated in writing that you would not cover any other expenses unless I agreed to see your vetYour vet clearly allowed you to sell sick puppies so my lack of trust in your vet will not allow me to take this puppy therePlease let me know what papers and copies of expenses you need for a refund of medical expenses and I am happy to provideI feel you should cover anything outside of routine care up to this pointIf agreed to cover anything outside of routine care to this point I am happy to send expenses, then after paid call this situation done Otherwise I will continue my complaint and take legal action if needed [redacted] ***

Complaint: [redacted] I am rejecting this response because: I will be happy to send you the letter as soon as they send it to me for your recordsAs far as "Why they ran the tests, and the results" They had to run the tests because they had to be sure that the puppy was clear of Giardia, then when the puppy still had explosive non stop diarrhea they had to try to find out why this was happeningGiardia the second test came back clean, but was still having symptomsThen they needed to find if there were digestional issues with food with the next testThey found there is notThen they are currently treating the stomach issues with Tylan powder due to what they think is bad bacteria issues in the gutThis has been working so far, and they want to do a day treatment, then see what it is like when he comes off of it then You are welcome to call the vet if you would like more details, but at this time I would like the refund for the issuescoming to around $I need you to choose to settle on an amount or notOtherwise I am going to look at taking further legal action to recover the costs, including court costs, etc as wellI have provided the bills as you have asked, now you are just dragging this out, and needing moreMy patience is wearing very thin The vet would not just run tests if they did not deem it needed for the puppies healthYou even said in your original letter that this vet was greatyou used to take your animals to themI expect the next letter to include if you wish to settle this dispute with the amount asked, or not so I know how to proceed Regards, [redacted] ***

[redacted] took a Husky puppy home on 4/8/ The puppy was healthy at this time and had been healthy since she arrived at our shop The puppy went to a home with two other dogsPer our contract that [redacted] signed the puppy must be seen by a licensed vet within business days She went to the vet on 4/9/and reported that all was ok with the puppy We do cover that initial vet visit However we do not cover any other procedures/tests/vaccines the new owner chooses to have done.On 4/15/the puppy was seen by Dr [redacted] at [redacted] *** [redacted] said the puppy had had diarrhea since she had been purchased However as stated above, the puppy was fine at the initial vet visit When she was at the vet, she and the vet called ma and I said I would pay for the meds they were going to give the puppy This was beyond the scope of our responsibility as this was the first we had heard of problems and there were no problems at the initial visit Once the puppy is out of our care we cannot control what it is exposed to and/or gets into This is clearly stated in the contract that [redacted] signed We do not guarantee against giardia/parasites etc and we do not cover any bet expenses except for the initial exam However we picked up these meds in an effort to help out the new puppy owner.This is the last we have heard from *** She has not contacted Pet City to tell us what is going on with the puppy I cannot do anything to help our out passed what I have already done unless she reaches out to me...I do know that the Husky was seen at least two more times at [redacted] *** On the second visit the stools were getting better The vet expressed concern the puppy was re-infecting itself as it was reported the puppy was chained outside and had been eating feces The vet prescribed stronger meds and on a follow up phone call the owner reported the stools were fine On the following day [redacted] *** saw the puppy and gave it vaccines and at that time the owner reported the stools were fine again[redacted] has also chosen rather than to visit with us about the health concerns with her new puppy - she is writing complaints all over social media about how sick her puppy is This does nothing to help the situation for her puppy nor does it make me want to help her out

Complaint: ***
I am rejecting this response because:
The puppy was delivered with issues and also is now having other issues that the vet has
foundWe have tried to reach the manager several times with no returned callI feel a refund for all proven medication and tests should be given.
Regards,
*** ***

I have only received bill totaling $ You can fax to *** I will take a look at themMy vet has never seen this puppy - so to say you won't see her because she sent home a sick puppy is invalid

Please see the attached letter responding to the complaint.  I have also attached my letter to [redacted] with the check for meds.

Complaint: [redacted]
I am rejecting this response because:
number one the $100 does not come close to the expenses that need to be covered. Take another look at these expenses. I've already excluded any routine visit stuff. He will need to be on tylan powder now as well for a long time because he has a defect. I just paid another $73 for a large amount of that. You will need to come up with a better offer than $100. I believe I could go to court and get more than what I'm even asking. I'm not looking to profit. I'm looking to not be out a bunch of unreasonable expenses due to having an ill puppy. I've attached the letter you wanted. I expect the next message will have a solution we can both agree on. $100 is not that amount. I'm looking for at least the $385 and have now been out more than that due to the tylan powder. Thank you. 
Regards,
[redacted]

2/8/15 - [redacted] and Diana [redacted] took home our Female West Highland Terrier home.  At the time they took the puppy home it showed no signs of sickness.  They called the next day and said they wanted to bring the puppy back - it was sick.  They said it had kennel cough.  We asked...

if it had been to a vet - they said no.  We suggested they take it to the vet and see what was going on.  I followed up and they did have a vet appointment for the next day.  They were going to one of the vets we suggested in Longmont and I paid for the visit.This is straight off our contract that they signed.  "Too keep this limited warrantee in effect, the purchaser is directed to contact a licensed veterinarian to arrange for an examination of the puppy within five days of purchase.  If the puppy is found to be unfit for sale due to a harmful congenital defect, a written statement  from the veterinarian must be delivered to the store where purchased.  At the discretion of the seller, the puppy will either be replaced or an in-store credit will be given in the amount of the original purchase price of the puppy"2/10/15 - Diana took the puppy to the vet.  I spoke with the vet.  It had an upper respiratory infection.  This is like a cold that you and I get and the symptoms can show up any time.  She wanted to prescribe an antibiotic and I said that sounded good and that I would pay for the antibiotic.  Soon after [redacted] called and still wanted to bring the puppy back.  It had kennel cough.  Kennel Cough and an upper respiratory infection are two different things and to my knowledge the vet never said it had kennel cough.  Our puppies are vaccinated for kennel cough and rarely have that problem.  An upper respiratory infection is simple and easy to treat with antibiotics.  However I learned that they had not taken the antibiotics from the vet - that I had offered to pay for.  Later that evening both of the [redacted]'s children called our shop and carried on and on about our business practices and they assured us they would ruin our business.  I said we had an agreement with their parents and we were upholding our end of the contract.  The puppy did not have a harmful congenital defect and I had paid for the vet visit and offered to pay for meds. from: [redacted]@gmail.com>to: [email protected]: Sat, Mar 21, 2015 at 5:54 PMsubject: This is [redacted] from Pet City in Fort Collins. I forgot to add to my response to the complaint that I called the [redacted]'s today and offered to take the puppy back as requested in their complaint. They did not want to return the puppy.

Pet City would be happy to discuss any issues with the puppy's health that you feel should be covered under the warranty that you received and acknowledged at the time you purchased the puppy.  Any communication about this needs to be in writing.  Any health issues with the pup must be documented by a letter from a vet as stated in the warranty.

I still need a letter from the vet stating the problems and diagnosis.  I will not be covering the $385.00.  There is only about $100 worth of services that might be covered.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
 
I have already provided this, then got a partial refund on medications. Not the tests, etc that it took to find what was wrong. I am happy to submit further documentation through here again as proof. Regardless of the "warranty" you sold a puppy that was unfit to be sold at the time of sell and have expected me to pay out of pocket to get him to good health. You stated in writing that you would not cover any other expenses unless I agreed to see your vet. Your vet clearly allowed you to sell sick puppies so my lack of trust in your vet will not allow me to take this puppy there. Please let me know what papers and copies of expenses you need for a refund of medical expenses and I am happy to provide. I feel you should cover anything outside of routine care up to this point. If agreed to cover anything outside of routine care to this point I am happy to send expenses, then after paid call this situation done. 
Otherwise I will continue my complaint and take legal action if needed. 
 
[redacted]

I will wait to respond further until I get a vet letter explaining what is wrong with your puppy.  I will also need test results and the reasons why these tests were required. IE what are your puppies symptoms?

Complaint: [redacted]
I am rejecting this response because:
I will be happy to send you the letter as soon as they send it to me for your records. As far as "Why they ran the tests, and the results" They had to run the tests because they had to be sure that the puppy was clear of Giardia, then when the puppy still had explosive non stop diarrhea they had to try to find out why this was happening. Giardia the second test came back clean, but was still having symptoms. Then they needed to find if there were digestional issues with food with the next test. They found there is not. Then they are currently treating the stomach issues with Tylan powder due to what they think is bad bacteria issues in the gut. This has been working so far, and they want to do a 60 day treatment, then see what it is like when he comes off of it then. 
You are welcome to call the vet if you would like more details, but at this time I would like the refund for the issues. coming to around $385.00 I need you to choose to settle on an amount or not. Otherwise I am going to look at taking further legal action to recover the costs, including court costs, etc as well. I have provided the bills as you have asked, now you are just dragging this out, and needing more. My patience is wearing very thin.
The vet would not just run tests if they did not deem it needed for the puppies health. You even said in your original letter that this vet was great.. you used to take your animals to them. I expect the next letter to include if you wish to settle this dispute with the amount asked, or not so I know how to proceed.
Regards,
[redacted]

[redacted] took a Husky puppy home on 4/8/15.  The puppy was healthy at this time and had been healthy since she arrived at our shop.  The puppy went to a home with two other  dogs. Per our contract that [redacted] signed the puppy must be seen by a licensed vet within 5 business...

days.  She went to the vet on 4/9/15 and reported that all was ok with the puppy.  We do cover that initial vet visit.  However we do not cover any other procedures/tests/vaccines the new owner chooses to have done.On 4/15/15 the puppy was seen by Dr. [redacted] at [redacted].  [redacted] said the puppy had had diarrhea since she had been purchased.  However as stated above, the puppy was fine at the initial vet visit.  When she was at the vet, she and the vet called ma and I said I would pay for the meds they were going to give the puppy.  This was beyond the scope of our responsibility as this was the first we had heard of problems and there were no problems at the initial visit.  Once the puppy is out of our care we cannot control what it is exposed to and/or gets into.  This is clearly stated in the contract that [redacted] signed.  We do not guarantee against giardia/parasites etc.  and we do not cover any bet expenses except for the initial exam.  However we picked up these meds in an effort to help out the new puppy owner.This is the last we have heard from [redacted].  She has not contacted Pet City to tell us what is going on with the puppy.  I cannot do anything to help our out passed what I have already done unless she reaches out to me...I do know that the Husky was seen at least two more times at [redacted].  On the second visit the stools were getting better.  The vet expressed  concern the puppy was re-infecting itself as it was reported the puppy was chained outside and had been eating feces.  The vet prescribed stronger meds and on a follow up phone call the owner reported the stools were fine.  On the following day [redacted]  saw the puppy and gave it vaccines and at that time the owner reported the stools were fine again.[redacted] has also chosen rather than to visit with us about the health concerns with her new puppy - she is writing complaints all over social media about how sick her puppy is.  This does nothing to help the situation for her puppy nor does it make me want to help her out...

Complaint: [redacted]
I am rejecting this response because:
I will not fax or email you anything further so that you can say you did not get them. I have attached the file of invoices here. I am also awaiting the letter from the vet stating that this puppy was not sold in good health. Totaling this up there is about $350 in visits, tests, medications, etc that you have not covered, and I hope to recover.
Regards,
[redacted]