Petland of Lewis Center - Franchise

Consumer called and clarified the nature of his complaint and desired resolutionHe stated that he paid for the puppy and they got him ready to leave before he was given any paperwork to sign or initial (including the warranty)It was too late for him to cancel the sale because of the no-returns policyHe said if he had known about the requirement to spend approximately $every months for food and vitamins to maintain the warranty, he never would have purchased the puppyHe said their store cameras would show that the paperwork was not presented to him until after the purchaseHe would like the Lifetime Warranty without having to purchase anything since he presented a letter from Petland's own vet stating that the puppy should not be fed the food they recommend nor take the vitamins due to a failure to gain weightThe dog is now on Science Diet and has gained weight and is healthyIt was the consumer's impression that the letter from the vet would settle the matter, and he still wishes to have the Lifetime Warranty without purchasing their products

To whom it may concern,The customer was given the contact information for PAWSitive Solutions at the time of purchaseAdditionally, the customer spoke directly with PAWSitive Solutions via the phoneThe customer elected to not accept full medical coverage at the contracted veterinarianTherefore, the store will not grant a refund of expenses incurred due to the fact they could have all been avoided if the contract was followedThe details of the contract were explained on the day of purchase and over recorded phones calls with PAWSitive SolutionsIf the customer would like to continue treatment with the contracted veterinarian they may contact PAWSitive Solutions at ###-###-####

I am rejecting this response because: on the paperwork that I signed there was no amountThe manager told me around $for both CCIn addition we were not told that the dogs were sickWhen we have received calls from a company it was to do no more than tell us that we signed contracts on the dogs and they can't help what the manager told us Regards, [redacted] ***

To whom I may concern; The customer purchased a Pomeranian from Petland on April 8th, The store provides a health contract that would have covered all medical costs at the store’s contracted veterinarian The customer is explained this on the day of purchase and signs a contract in which they agree that only the store’s contracted veterinarian is covered In addition to the signed contract that outlines all store coverage, the customer is called within hours after purchase to remind them of their vet requirements and to ask about their store experienceUnfortunately, the customer did not answer this call, but PAWSitive Solutions sends multiple emails in the event the customer does not answer the calls so that this message is still given to the customersThe customer did receive and open these emails The customer states that the puppy became ill a few days after purchase, but did not contact PAWSitive Solutions until April 15, At that point, the customer explained the puppy was being treated for kennel cough, but she went to her own vet for treatmentThe customer was instructed from the first call that all treatment can be covered if they follow up with the store’s veterinarian It was explained that no coverage can be provided through the customer’s personal veterinarian The customer was not happy with that answer, but they signed and agreed to coverage on the day of purchase PAWSitive Solutions did not hear back from the customer so they reached out on April 19th, to see how the puppy was doing The customer did not want to tell the PAWSitive Solutions employee about the progress and claimed that the puppy is okPAWSitive Solutions started to explain that they could provide full coverage at no expense at the contracted veterinarian, but the customer hung up The store provides a health contract that provides full coverage at the contracted veterinarianThe customer elected on multiple accounts to not take advantage of the coverage and use their own veterinarian Per the contract, no other veterinarian will be covered The store will not issue a refund at any time If the puppy has been under consistent veterinarian care, they may continue treatment at the store’s contracted veterinarian at any timeIf you should have any further questions please contact PAWSitive Solutions at ###-###-####

To whom it may concern; This customer purchased a French Bulldog from this location on 8/22/The customer contacted the store’s third party customer support team on 8/23/in regards to the puppy having an upper respiratory infection The customer was using a personal veterinarianThe personal veterinarian followed up with PAWSitive Solutions to explain that the puppy was being treated for a mild case of upper respiratory illness and they would not qualify this puppy as unfit for saleThey state this was not a life threatening issue and would just recommend medication treatment at home The store provides for full medical coverage at their contracted veterinarian The customer was instructed to follow up with them to receive full coverageDuring said visit the puppy was diagnosed with a parasite that requires medications to be given at home, but did not require hospitalization The customer was concerned with their personal medical issues and did not want to treat the puppy at home because of possible illnesses being transferredThe store approved to have the puppy boarded and treated at the contracted veterinarian at no cost to the customer even though the veterinarian would have sent the puppy home with medications and not required hospitalization The puppy has since had fecal tests completed and the most recent results were negative on September 1st, The puppy is doing very wellThe store understands the customer is very concerned with her personal health and has still offered to cover all treatment and boarding at the contracted veterinarian until they feel comfortable taking the puppy home In all other situations, the puppy would have not been hospitalized The customer requested that an exception be made and to allow a full refundAs stated in the one page contract that the customer reads, agrees to, and signs on the day purchase, all sales are finalHowever, in the event of medical issues, full coverage can be provided at the contracted veterinarian which has been provided at no cost to the customer In addition to following the contract in full, the store has offered to accept the return of the puppy at this time for a refund of 50% of the purchase priceIf that option does not work for the customer the store has also offered to allow an exchange for any pet within this store up to the purchase price of the puppy in question The customer may use the credit to purchase different types of animals plus suppliesFinally, if the customer did not want to exchange the puppy or return for a 50% refund the customer was offered continued medical coverage in full at the contracted veterinarian At this time all options as stated above are available to the customerNo refund will be granted as the store has gone above and beyond the contract by providing full medical coverage for the puppy’s diagnosisIf the customer wishes to exercise one of these options please contact PAWSitive Solutions at ###-###-####

December 23, Complaint ID: *** To whom it may concern: This letter is in response to the recent complaint filed by customer Lauren BergmanMsBergman purchased a male French bulldog puppy with assigned microchip number *** from the Petland *** *** on 9/9/On the
date of sale, the customer signed and agreed to all terms of purchase and left the store with her new puppy Shortly after purchase, the customer requested to return the puppyPer the originally signed purchase agreement, all sales are final and no returns can be offeredHowever, in order to ensure the best environment for the puppy, we agreed to accept the surrender of the puppy and in exchange would provide MsBergman an in store credit of her original purchase price to use towards a new puppy when the time was right for her and her family MsBergman agreed to the terms of the surrender and accepted the credit as resolution on 9/9/(see attached)Unfortunately, as the customer signed and agreed to the attached original purchase agreement as well as the attached alternate resolution agreement of an in store credit, we are unable to offer MsBergman any refunds for this purchase As the in store purchase credit will not expire, the customer may visit the *** *** Petland location when she is ready to purchase her new forever friend Sincerely, Petland *** ***

To whom it may concern;The customer's concerns have been heard and the solutions being provided are going above and beyond the contract requirementsIf the customer feels that their other pets are ill due to related illnesses they may bring said pets to the contracted veterinarianIf they veterinarian finds that the other pets are ill because of the Petland puppy then full coverage for treatment can be provided for them as wellThe customer has been provided options that still standPlease contact PAWSitive Solutions with any further questions

The program in which the customer is referring to is the Puppy for a Lifetime program in which he would have signed, read, and agreed to at the time of purchaseI have attached the customers signed paperwork to this response, and he would have also been sent home with a copy of this paperwork as wellMany times a veterinarian will state their opinion on the food provided for the lifetime program as well as the vitamins and supplements..This program is designed to set the customer and their puppy up for success, by providing nutritional components to their food In instances such as this, the Petland Lewis Center will gladly work with the customer to assure that they are able to stay in the programThe customer would simply need to contact Solutions.pet in which they have done previously, and they will assist the customer in providing a resolution to the customers concern

Considering my vet bills were almost $4,and the vet that I was "required" to visit should have examined the dog before I purchased him, I am rejecting what they deem to be a resolution1) My dog was defective when he was purchased and as my vet stated, he was "genetically unsound". Please see attached notes from Dr***2) There is no way to even get in touch with the breeder- please see attached attached photo detailing out the conversation with the manager, ***3) Petland is acting as if their vet would have gone through the trouble of finding out *** was as sick as he was and "IF" they would have, it would have been a reduced fee. My dog spent a week at the vet hospital, he needed a multitude of tests and in the end, it was found, he was a genetic mess and had to be euthanized. I sincerely doubt Petland's "vet" would have conducted these tests and if they did, it would have been 1/of what I had to pay to have him cared for by an ACCREDITED vet Please see attached invoices and attached final autopsyI am not OK with this resolution at all. As I stated before, the dog was not genetically sound and should not have been sold to begin with. That in and of itself should void the Petland warranty and Petland Polaris should reimburse me for ALL of the vet bills. What they are offering is ridiculous. This company needs to take accountability and be responsible for their negligent business practicesNot only has this cost me and my family a fortune, it has been extremely emotionalSomething this company cares nothing aboutThis location in particular is only concerned about money. Reimbursing me for their negligent practices and information will not break their bank and is absolutely the right thing to do

To whom it may concern, In accordance to the warranty, the customer has been approved for the full refund for the purchase price of the puppyFor the additional medical invoices, the customer did not follow the warrantyHad the customer done so, and used the contracted veterinarian as advised, the cost for care would have totaled $With this in mind, Petland Columbus Lewis Center, has decided to go above and beyond the conditions of the warranty and also award a reimbursement totaling the cost the care would have come to, had the warranty been followedIf there are any further concerns, questions or documentations required, please let us know and we will answer/provide anything further neededThank you for your time and have an excellent day

My first notification to Petland was on 5/12/I called to notify them that my pet was sick with severe pneumonia and parasites, in the ER on IV's and I wanted to know what they were going to do to make this right. My dog was lifeless really early on Sunday morning of Mother's Day, so I immediately called my vet who had me bring him in immediatelyHe was admitted for days on IV's, antibiotics, was resistant to the medication and pneumonia never cleared upThe salesperson I spoke to (male-I did not get his name), suggested I remove my pet from the vet where he was on IV's and had been for a couple of days and move him to their contracted vet location, which I was not willing to do given his fragile condition. I called back on 6/after my dog had extensive testingOn this day, I spoke to the manager, *** *** to let him know the outcome of the testing: congential heart defect, going into heart failure, enlarged liver, Addison's disease, cherry eye and flat feet- to name a few. He said they would not refund my money-regardless of the reason if I had to put my dog to sleep, but they would replace the dog and in fact had a very cute Great Dane puppy that I should considerHe then gave me the Pawsitive Solutions number. I spoke to *** and explained the situation. She received all the paperwork from my vet and called me back. I was again told by her and her boss, ***, that a refund is not possible, but a replacement wasPetland continues to tout that I didn't go to their vet, but really it shouldn't matter which vet I went to given they sold me a very sick puppy who had zero chance and he was sick the day he came home with meThis is unacceptableI purchased a puppy that had a "health certificate" but yet was born with many genetic issues-including a heart defect which ultimately caused us to have to put him to sleepClearly their "vet" didn't catch all the issues he had during the first checkupI understand dogs get coughs and colds, but these dogs are puppy mill puppies. Mine certainly wasAll vets who saw *** stated he was a genetic mess and no responsible breeder or company continues to sell "genetic messes". Addison's disease, Cherry Eye, let alone enlarged liver and heart defect- are all results of bad breeding. Petland doesn't care that the pets they sell have genetic issues. My story is more common than notI paid for a necropsy to be performed (at the strong suggestion of the Vet at *** who put *** to sleep) and I will gladly share those results when I get them. A letter from my vet is being drafted and sent to Pawsitive Solutions indicating ALL the issues my puppy was born with. I would like a refund of the purchase price for the dog and the $in vet bills I paid to try to save this puppies life. I will be sending receipts and the letter from the vet to both Pawsitive Solutions and the Revdex.com as soon as I have all documents to upload
It is funnyPawsitive Solutions really didn't bother trying to get ahold of me once I let them know *** passed away. It was only when I posted complaints on the FB page and Revdex.com that their concern increased

Bryan K Landers complaintPart one of discovery as Petland requestedUnsatisfied customerDog *** *** min pin Bryan Landers complaint about Petland bait and hook tacticsDog unhealthy when purchasedNow he is healthyNever told what I had to do to keep lifetime just that he had a lifetime on him

it's just that none of these options are good for my family.I would really appreciate the opportunity to speak with the owner of petland myself.this situation seems to be a lose lose for us.Given all the circumstances there just has to be something that can be done so we walk away not so upset from this.Please see what else can be done and give me a chance to speak with the owner

We did not try to purchase a sick dog.We now have a dog who is unwell and he can be reinfected at anytime putting myself at risk.The other pups in the store are very likely affected by the illness as well,a chance I just cannot take.The kennel cough and guardia are highly contagious.Pups all play on the same floor there and with the same toys and in the same cages .If one has it and as I read online of the many complaints of sick dogs from this place.I am sure others have it too.Last year I almost had to have my intestines removed due to my illness.I can't afford to take the chase of getting a parasite from this store its to dangerous to me.The vet even agrees with me on that and advised against it.The dog we bought is unwell and a risk another dog would be a risk.We did not go into the store to buy anything else and don't wish a store credit for other things there.It simply isn't fair to only get half our money back for something we don't even have.That is a big loss for us.Given all this store has put us through the risk of me getting sick hurting my kids and family buy selling a sick dog and all the begging and pleading we have had to do to try and get a refund I think it's only fair they give us one.As I have stated to them not all situations are the same.My case is different due to my health.We signed a contract to purchase a dog who was well and to enjoy.We have not been able to do that at all as he is sick and hasn't even been here with usCause it's not safe for me.I have asked to speak to the store owner and have gotten no response.From what I understand the third party pawsitive solutions is being dishonest to him about why we need the refund to try and not get our money back.I am mentally drained from this entire process and just want a full refund so we can move on

Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI am still really confused about how financing was approved for my daughter She doesn't have any means to repay We don't think she understands financial concepts at all I knew she visited Petland to pet the puppies but I never thought she could find a way to obtain one Thank you very much for refunding the balance It was going to be huge hardship
Best Regards,
*** ***

To whom it may concern;
This customer purchased a puppy from Petland Lewis Center on
5/1/Petland provides for full medical coverage at the store’s contracted veterinarian,
*** Animal Hospital. Unfortunately,
the customer decided to use their personal veterinarian for all follow
up where
the customer is financially responsible
Petland first received information on this customer’s issues
on 6/24/2015, almost two months after purchase.
The customer has yet to submit any documentation on the health concerns
Petland’s customer support team, PAWSitive Solutions has recently left multiple
messages requesting the medical documentation be provided so that they can
assist the customer better
The puppy is from a USDA licensed breeder that has no direct
violations and is within good standing according to the USDAThe USDA reports
can be provided and this is not a puppy mill as the customer claims
A new puppy was offered in accordance with the lifetime
contract provided for the puppyHowever, the customer is seeking a refund at
this timeIn order to review this customer’s request, please supply the
diagnosis letter, patient history reports, and invoices to PAWSitive Solutions
You may contact them at ###-###-####

I was under forced to sign a contract in order to return the puppy to Petland. Without signing a contract, I would have had no other options but to keep the puppy. Due to a financial and medical emergency with my family, I had no other choice but to do so. Due to the fact Petland has since sold the French Bulldog puppy, I believe they should return a full refund of this purchase. In addition, the return of the dog was made within 1 hour. I find it extremely wrong that a national franchise will not honor a debit refund, especially for a payment that was made in full on the date of purchase. I am not in the financial state to purchase a puppy, nor am I able to care for a pet with regards to my current home situation. I'm asking for a full refund of the French Bulldog puppy.
Regards,
[redacted]

To whom it may concern,The customer was given the contact information for PAWSitive Solutions at the time of purchase. Additionally, the customer spoke directly with PAWSitive Solutions via the phone. The customer elected to not accept full medical coverage at the contracted veterinarian. Therefore, the store will not grant a refund of expenses incurred due to the fact they could have all been avoided if the contract was followed. The details of the contract were explained on the day of purchase and over recorded phones calls with PAWSitive Solutions. If the customer would like to continue treatment with the contracted veterinarian they may contact PAWSitive Solutions at ###-###-####.

To whom it may concern;
This customer purchased a French Bulldog from this location
on 8/22/15. The customer contacted the store’s third party customer support
team on 8/23/15 in regards to the puppy having an upper respiratory infection.
The customer was using a personal veterinarian. The...

personal veterinarian
followed up with PAWSitive Solutions to explain that the puppy was being
treated for a mild case of upper respiratory illness and they would not qualify
this puppy as unfit for sale. They state this was not a life threatening issue
and would just recommend medication treatment at home.  
The store provides for full medical coverage at their
contracted veterinarian.  The customer
was instructed to follow up with them to receive full coverage. During said
visit the puppy was diagnosed with a parasite that requires medications to be
given at home, but did not require hospitalization.  The customer was concerned with their personal
medical issues and did not want to treat the puppy at home because of possible illnesses
being transferred. The store approved to have the puppy boarded and treated at
the contracted veterinarian at no cost to the customer even though the veterinarian
would have sent the puppy home with medications and not required
hospitalization. 
The puppy has since had fecal tests completed and the most
recent results were negative on September 1st, 2015. The puppy is
doing very well. The store understands the customer is very concerned with her
personal health and has still offered to cover all treatment and boarding at
the contracted veterinarian until they feel comfortable taking the puppy home.
In all other situations, the puppy would have not been hospitalized.
The customer requested that an exception be made and to
allow a full refund. As stated in the one page contract that the customer
reads, agrees to, and signs on the day purchase, all sales are final. However,
in the event of medical issues, full coverage can be provided at the contracted
veterinarian which has been provided at no cost to the customer.
In addition to following the contract in full, the store has
offered to accept the return of the puppy at this time for a refund of 50% of
the purchase price. If that option does not work for the customer the store has
also offered to allow an exchange for any pet within this store up to the
purchase price of the puppy in question.  The customer may use the credit to purchase
different types of animals plus supplies. Finally, if the customer did not want
to exchange the puppy or return for a 50% refund the customer was offered
continued medical coverage in full at the contracted veterinarian.
At this time all options as stated above are available to
the customer. No refund will be granted as the store has gone above and beyond
the contract by providing full medical coverage for the puppy’s diagnosis. If
the customer wishes to exercise one of these options please contact PAWSitive Solutions
at ###-###-####.

When my wife contacted the finance company there was no mention in adjusting the amount. The only thing they said was that the payment amount was signed off on. It was interesting because all of the sudden there was a payment amount on the contract that they supplied as proof but on the original contract there was no amount so therefore they have added the amount. That is a violation of contract, correct?