Pet Ranch

Tell us why here...the amount that needs to be credited to my credit card is $1,389.21 for the refund of the dog I supposibly bought and don't have with me, I was at the pet store last night and was denied the refund and the cashier in charge was very rude and did't want me in the store. I need help...

please, this a large omount of money lost .

Initial Business Response /[redacted]/
On February 14 at 3:30pm Pet Ranch received 4 [redacted] from Breeder. By 6pm Sunday February 15th all 4 puppies had been sold. One being to Complainant. These puppies had been vet check by the breeders vet and issued a health...

certificate to cross the Nebraska state line into Colorado as required by Colorado state law. This certificate is attached in the PDF file and has been mailed to Complainant on two separate occasions. Although these certificates are for our records and not the customers I offered to mail a copy of this to her. And did so on two occasions.
On February 15th at the time of the sale of the [redacted] puppy to Complainant we explained they we wanted all puppies to be vet checked within 7 days of the date of purchase because they are babies and have immature immune systems and transitional stresses can cause that to go even lower and they can catch a cold or get sick. We explained in detail that's these things are minor if treated by a vet but can become something major if not treated or seen by a vet, so to please have it seen by a vet within 7 days to insure good health. Plus Complainant was informed the added stress of taking the puppy to Montana is an additional reason to have it vet checked within 7 days. We so strongly believe that this allows all minor issues to be treated by a vet prohibiting them to become major issues that we offer a paid for by us vet exam at [redacted] However Complainant was going to be leaving with the puppy back to Montana right away and did not have time to go to our vet here. Because of this we strongly recommended that she take to puppy to a vet there in the first 7 days to insure it was doing well and maintaining good health. She said she would. On February 24th Complainant contacted Pet Ranch to let us know her [redacted] had just passed [redacted] Our hearts were broken for both her, her family and the puppy. This being a very rare circumstance the store manager asked what the cause of death was and at some point that day we were informed it was pneumonia. The store manager then said she would get a hold of me the owner and let me know. I then contacted our vet [redacted] to see if they had seen the other three [redacted] that came in and were all sold at about the same times as Complainant's and if there were any problems or illnesses with any of them. They informed me they had seen 3 [redacted] within the past week or so and all had a birth date of 12/20/14 and all were fine and healthy. This was done to insure there was not some genetic condition in this litter that may have caused this condition in Complainant's puppy.
The store Manger contacted Complainant and asked what date did she have it vet checked after purchase. Complainant informed her she never took the puppy to the vet. Store Manager explained to Complainant that this was something we strongly recommended and that had it been vet checked this may have been detected and been treated prior to this outcome. She then reiterated that this was why we so strongly advised her to take to puppy to a vet within 7 days. Complainant stated the puppy had seemed fine and she never felt the need. Store Manager told Complainant that it may have had some symptoms even if subtle to have this be the outcome and then Complainant stated while she was thinking back on it the puppy was spending a lot of time lying on her cold tile floor and may have had a fever or not been feeling well a few days before its passing [redacted] she really didn't think much of it until now. Store Manager informed Complainant that she had had the puppy for 10 days that it should have received vet care prior to the 10th day and this may have been preventable. Complainant asked for a refund on her puppy and Store Manager informed her that although we are deeply saddened and sorry this happed this is not a responsibility of the store or a fault of the store and that it did not fall within any of our 3 guarantees we offer on the puppies. Complainant requested the owner to call her. Store Manager let Complainant know it may be a little bit before I could call her because my son was in the hospital. However in the meantime if she could get us a vet letter we could see what our vet says about the cause of death to cover all bases.
The following Monday I called Complainant. Prior to doing so I contacted our vet and spoke to two different vets there and faxed over Complainant's vet letter asking our vets if this was something that would allow a puppy to get this sick with no symptoms. Although our vets said there was no way to be 100% sure without examining the puppy prior but that it was highly unlikely. I then contacted 2 other vets in the metro area regarding this and received the same response. When I contacted Complainant I let her know what I had found out and that although this was not a winning situation for anyone most of all the puppy, she was not within the limits of any of our guarantees. Had she had her puppy vet checked as so strongly recommended by us within the first 7 days that this may have been prevented or had a different outcome because it would have been under vet care. I explained that this was not a fault of the store because for 10 days this puppy had been totally out of our care and solely in her care and we even with our recommendations had no way to prevent, stop or regulate the medical condition of this puppy and whether or not it was sick. That was something that fell on the owner of the puppy from the time it leaves the store forward. In this situation this was no different than having a baby then taking it home from the hospital and it passing [redacted] to illness after 10 days. The hospital released it from their care with no known conditions as did our store it then becomes the responsibility of the owner/caregiver to insure the baby/puppy is in good health. I also explained the puppy had been vet checked within in a week of us receiving the puppy by the breeders vet, and that none of the litter mates were treated for any upper respiratory conditions including pneumonia. I also explained that we had the puppy in our store one day. I again let her know there was truly nothing we could do in this situation because for 10 days the puppy was out of our care and without a vet check or vet care this situation becomes unfortunately a responsibility of the puppy owner. I even went to explain to her that we had only seen this happen one other time in 8 years and it was a very similar situation and the liability was placed on the current owner and not the store. I explained also we were bound by our guarantees that she agreed to and signed at the time of purchase and that she was out of the 7 day window when this had transpired. I expressed my deep condolences to her, her family and for the puppy. I also then offered her what I could just as I am now for a resolution. Complainant is welcome to purchase another puppy from us. It will be discounted an additional $300 off the sale price for what has transpired here however we will not under any circumstances sell her another puppy without her written guarantee she will have the puppy vet checked within 7 days from the date of purchase and I was doing that because I did feel bad for her grandson in which she purchased the puppy for and that this was not of any fault of his and didn't want to see him not have a puppy. She said she would think about it.
Complainant then called again a few weeks later stating she had not received the vet certificate I had mailed it was then mailed again within 24 hours of her phone call. Attached is the health certificate the breeder obtained prior to bringing the Newfoundland puppies into our store. Attached in this PDF file is our puppy guarantee in which Complainant signed which is our legally binding contract on this puppy and how any issues that shall arise will be covered or handled. The vet letter stating the puppy's cause of death. The health certificate in which the breeder provided to the store for us to receive the puppies and her vet cost incurred at the puppy's time of death.
Pet Ranch and myself are again deeply saddened and feel awful this situation has transpired and would do anything to switch back time and play out a different outcome. That being said in this specific situation the death of this puppy is not a fault of the store and does not fall within and contractual and/or legally binding guarantees as signed by the purchaser Complainant to provide a refund of this puppy. Pet Ranch is more than willing to for the sake of the little grandson whom she purchased this puppy for to offer as a resolution a $300 discount of any puppy's sale price provided that Complainant has the puppy seen by a vet within 7 days of the date of purchase.