Petland of Hoffman Estates

Dear Ms [redacted] We have re-evaluated your request Because you claim to have incurred a $copay for a visit to your medical provider, we will reimburse you this cost We cannot reimburse you for any claims of missed work or damage to propertyThis is our final offer We will mail you the $check when we receive notification from the Revdex.com you accept this resolution

Complaint: [redacted] I am rejecting this response because:My husband and I were injured at their storeThey may consider it closed but we do notThey keep bringing up that this happened several months agoWhy does that matter? We were injured! I had tried communicating with them for some time with little successAnd yes, I have copies of all my correspondenceas well as photos and dates of telephone calls Sincerely, [redacted] ***

This is being handled through the claims service and all inquiries should be referred to them

Complaint: [redacted] I am rejecting this response because:The only reason puppy is in stable condition because we have put her on specialized food and medicine to help her kidneys copeAs soon as I take her off the food and medicine her condition would immediately worsenkidney levels are around or lowerHers was first discovered at 60! Now she's mid 20sShe's better but kidney disease is life long illness Sincerely, [redacted]

This is an ongoing claim that we are actively working on with the customer The proper avenues are being used and there has been regular communication between the customer and the warranty service that handles claims Customer service has well documented call histories and the allegations that we do not call back are simply false Per the warranty, the puppy needs to be affected with a condition that impacts the puppy's ability to lead a life Based on this customer's own veterinary information, the puppy is in stable condition, and is not being impacted Therefore, this is not a warranty claim.The customer has already been given this informationThank you

To Whom It My Concern: We are aware of this complaint and we previously responded to the customer in February In addition, this complaint was also forwarded to Petland’s Corporate office, and they also responded We are sorry for the experience this customer had in our stores, but we cannot reimburse the customer for any claimed injuries, missed work or damage to property Our store is visited by hundreds of customers daily and many customers, families and children, play with puppies every day While there are rarely incidents, when there are, they are very minor in nature and require minor care We are aware of no other incidents for the puppy in question, and the puppy has since found a happy, loving home All of the puppy playrooms have signs in them stating the following: ”Just like children, puppies love to play! When they play, they may bite, chew or jump on people, kids and belongings This is natural, just like puppy kisses By agreeing to play with our puppies & animals you acknowledge you are aware of these risks and you willingly accept responsibility for any potential consequences of playing with puppies, including falling in love.” This incident occurred over months ago, and we consider this matter closed

My response is that this consumer was given all of the proper written disclosures and information at the time of purchaseHowever, due to the confusion, we advised the customer to dispute the charge with the credit card company and they would confirm the change with us and it should be
resolved

Our injuries were not minor and required a doctor visitIf Petland states that the customer is responsible when playing with a animal, then their emotes should I responsible for removing an animal when they can clearly see there is an issue. It was immediately obvious that the puppy was biting us and tearing our clothes. These were not remotely "puppy kissesThe Petland associate just stood there until we insisted that the animal be removed. I realize the incident was in February but it was communicating with no success. It is my understanding that the BBC accepts complaints within months. It appears that Petland has no respect for the consumer since they won't make this right. I emailed you photos because I was unable or attach them

This is being handled through the claims service and all inquiries should be referred to them.

Complaint: [redacted]
I am rejecting this response because:My husband and I were injured at their store. They may consider it closed but we do not. They keep bringing up that this happened several months ago. Why does that matter? We were injured! I had tried communicating with them for some time with little success. And yes, I have copies of all my correspondenceas well as photos and dates of telephone calls. 
Sincerely,
[redacted]

To Whom It My Concern: We are aware of this complaint and we previously responded to the customer in February.  In addition, this complaint was also forwarded to Petland’s Corporate office, and they also responded.  We are sorry for the experience this customer had in our stores, but we...

cannot reimburse the customer for any claimed injuries, missed work or damage to property.  Our store is visited by hundreds of customers daily and many customers, families and children, play with puppies every day.  While there are rarely incidents, when there are, they are very minor in nature and require minor care.  We are aware of no other incidents for the puppy in question, and the puppy has since found a happy, loving home.  All of the puppy playrooms have signs in them stating the following: ”Just like children, puppies love to play!  When they play, they may bite, chew or jump on people, kids and belongings.  This is natural, just like puppy kisses.  By agreeing to play with our puppies & animals you acknowledge you are aware of these risks and you willingly accept responsibility for any potential consequences of playing with puppies, including falling in love.” This incident occurred over 6 months ago, and we consider this matter closed.

This is an ongoing claim that we are actively working on with the customer.  The proper avenues are being used and there has been regular communication between the customer and the warranty service that handles claims.  Customer service has well documented call histories and the...

allegations that we do not call back are simply false.  Per the warranty, the puppy needs to be affected with a condition that impacts the puppy's ability to lead a normal life.  Based on this customer's own veterinary information, the puppy is in stable condition, and is not being impacted.  Therefore, this is not a warranty claim.The customer has already been given this information. Thank you.

Dear Ms. [redacted] We have re-evaluated your request.  Because you claim to have incurred a $40 copay for a visit to your medical provider, we will reimburse you this cost.  We cannot reimburse you for any claims of missed work or damage to property. This is our final offer.  We will mail you the $40 check when we receive notification from the Revdex.com you accept this resolution.

Complaint: [redacted]
I am rejecting this response because:The only reason puppy is in stable condition because we have put her on specialized food and medicine to help her kidneys cope. As soon as I take her off the food and medicine her condition would immediately worsen. Normal kidney levels are around 15 or lower. Hers was first discovered at 60! Now she's mid 20s. She's better but kidney disease is life long illness.
Sincerely,
[redacted]

We are sorry for the experience this customer had in our store, but we cannot reimburse the customer for any claimed injuries, missed work or damage to property while playing with a puppy.  Our store is visited by hundreds of customers daily and many customers, families and children, play with puppies every day. This incident occurred almost 8 months ago, and we consider this matter closed.