Petland of Naperville

To whom it may concern, As the paperwork states the customer is responsible for the initial fecal exam and any routine care items such as vaccinations after purchaseThe veterinarian's notes state the customer elected to not take the medications that would have been free of chargeThe exam fee is waived for the customers and treatment going forward is provided at no cost to the customerWe understand that the customer's personal veterinarian is closer, but the customer read, signed, and agreed to the terms of the warranty coverage on the day of purchaseIf the personal veterinarian is concerned with any treatment protocol they make contact the referral veterinarians directly to speak with them about the process Again, Petland can provide for full treatment coverage at one of the referral veterinarians as stated in the warranty

Thank you so much for contacting us about your experienceWe apologize that there was a misunderstanding regarding the price agreed to for the puppy French Bulldogs are one of the best selling puppies in our store and we have never made a mistake when quoting a price on the puppy If we were to make a mistake when quoting a price we would hope that our customer accepts our apology, but understand it was simply a mistake and that the incorrect price was being quoted prior to any transaction taking place Our employees do not have the authority to negotiate pricing for our puppies and do not do so under any circumstanceThis price is 48% lower than the average price for this puppyIn this example, you are implying that you agreed to an offer 48% below the price of the puppy and that our employee also agreed to this While we are very apologetic for the misunderstanding, this is situation that would never have been authorized We cannot apologize enough for the negative experience and will address your concerns with the entire staff as we only strive for the perfect experience when finding a new furry family memberIf you should like to return in the future please let us know and we will ensure a more positive experience

To Whom It May Concern: This letter is in regards to the recent complaint filed by mutual customer Ms*** ***Ms*** purchased a mini goldendoodle from the Petland in Naperville on 1/13/At the time of purchase Ms*** signed and agreed to the attached health warrantyEach pet
is provided a free initial vet exam at any of our contracted veterinary facilities as well as continued medical coverage at no charge if the customer uses these same clinics for any health concerns noted within the first days after purchaseMs*** elected to use our contracted veterinary facility, the Glen Ellyn animal hospital, for her puppy’s initial exam on January 16th At the time of the initial exam, the puppy was found to be in good healthAfter a few days at the customer’s home, the puppy began coughingThe customer did not return to any vet until her older pet began coughing as wellAfter both the warranted puppy and the customer’s older pet began coughing, the customer returned to the Glen Ellyn animal hospital with both pets on 1/22/The exam and radiographs were performed for the warranted puppy at no charge to the customer and she was also provided an antibiotic suspension, again at no chargePer the warranty excerpt below, Petland Naperville warrants the adopted puppy to the original purchaser only: “Petland Naperville warranties this puppy to the person listed on this warranty ONLY” As Ms***’s older pet is currently not covered under any viral health warranty, Ms*** was charged $for her older pet’s exam and antibiotic treatmentIn an attempt to provide both pets the utmost care, Petland Naperville agreed to reimburse Ms*** for the charges she incurred to treat her older petAt no time, was an offer made to Ms*** by Petland to cover her older pet’s treatment at any other vet locationAfter the exam for her older pet on 1/22/2017, Ms*** elected to use an outside veterinary location to have her older pet reexaminedIn an email submission of these newly incurred veterinary bills, Ms*** requested these new expenses to be reimbursed and expressed that is was not only inconvenient but less expensive for her to use her personal vet clinic versus returning to our contracted veterinary facilityMs***’s request for reimbursement of these new personal vet expenses was unfortunately declined as Petland warranty coverage is only available at our contracted veterinary locationsWe understand Ms***’s older pet is not under Petland warranty, however, in any case Petland can only provide veterinary coverage at our contracted veterinary locationsPetland Naperville went above and beyond the coverage of the original warranty to make an exception in covering the customer’s older pet and no additional bills or exams were discussed prior to the customer choosing to use her personal veterinarianMs*** requested Petland reimburse her gas mileage if she were to be required to continue using our contracted vet facility for coverage of her older pet, this request was also unfortunately declinedPetland Naperville stands behind their puppies 100%We strive to provide outstanding care to all of our puppies both in the store and after finding their forever homePetland Naperville is happy to provide the coverage of Ms***’s warranty at the Glen Ellyn animal hospital per our original warranty agreementIt is our unfortunate duty to report that we are unable to provide reimbursement of Ms***’s personal vet bills but again, are happy to provide treatment coverage for these originally diagnosed issues for both her old pet and her newly adopted puppy at our contracted veterinary facilities

To whom it may concern; We are sorry to hear that the customers encountered this issuePetland Naperville provides four referral veterinarian hospitals where any and all medical treatment can be covered at no cost to the customerThe customer is explained this on the day of purchase and
signs the warranty agreeing to this provided coverageThe customer contacted the store’s customer support team on 4/13/16, days after purchase stating the puppy was diagnosed with pneumonia at their personal veterinarian. The customer did attend their initial veterinarian exam at the referral veterinarian’s office on 3/29/where the medical notes show the customer declined treatmentThis treatment was advised due to nasal discharge and early signs of an Upper Respiratory infection to take the medication and is paid for by Petland Unfortunately, the customer declined treatment and told the veterinarian they would monitor the puppy on their own Just like humans, if we do not treat a minor concern at the appropriate time it can get much worseWhen they Doctor advised treatment, it was not givenDue to the decline in treatment, we cannot approve for reimbursement of personal veterinarian billsAs of 4/15/16, the puppy was released from the personal veterinarian’s careThe customer was instructed that they may use one of four veterinarian’s offices provided for covered treatment going forward at any time until the puppy is fully recovered

To whom it may concern, Thank you for sending in this complaint. We are sorry to hear of the customer's poor experience and hope the allergic reaction has resolvedPetland Naperville's return policy is clearly stated within the customer's paperwork and they are required to read,
agree to, and sign this policy when purchasing the puppyThe store offers a no questions asked return policy, but does require the fee mentionedThis fee is clearly stated within the paperwork and no refund will be grantedThe store additionally has no control over the customer's personal medical concerns

Thank you so much for contacting us about your experience. We apologize that there was a misunderstanding regarding the price agreed to for the puppy.  French Bulldogs are one of the best selling puppies in our store and we have never made a mistake when quoting a price on the puppy. ...

If we were to make a mistake when quoting a price we would hope that our customer accepts our apology, but understand it was simply a mistake and that the incorrect price was being quoted prior to any transaction taking place.  Our employees do not have the authority to negotiate pricing for our puppies and do not do so under any circumstance. This price is 48% lower than the average price for this puppy. In this example, you are implying that you agreed to an offer 48% below the price of the puppy and that our employee also agreed to this.  While we are very apologetic for the misunderstanding, this is situation that would never have been authorized.  We cannot apologize enough for the negative experience and will address your concerns with the entire staff as we only strive for the perfect experience when finding a new furry family member. If you should like to return in the future please let us know and we will ensure a more positive experience.

To whom it may concern, As the paperwork states the customer is responsible for the initial fecal exam and any routine care items such as vaccinations after purchase. The veterinarian's notes state the customer elected to not take the medications that would have been free of charge. The exam fee is waived for the customers and treatment going forward is provided at no cost to the customer. We understand that the customer's personal veterinarian is closer, but the customer read, signed, and agreed to the terms of the warranty coverage on the day of purchase. If the personal veterinarian is concerned with any treatment protocol they make contact the referral veterinarians directly to speak with them about the process.  Again, Petland can provide for full treatment coverage at one of the referral veterinarians as stated in the warranty.

Complaint: [redacted]
I am rejecting this response because: I did not disregard the vets response to the discharge.   After we were told we had a complimentary vet visit we were charged over $70 for the visit.   We went home and scheduled a apt at are Vet the very next day. At that visit she was diagnosed with kennel cough... After a week or so went bye she started to get worse and the medication was not working. So we took her back to our vet that is 15 mins away not over an hour away to a vet that ripped us off.    Also our vet stated that her lungs were so filled with crap that caused pneumonia and she has had it for weeks. I feel that if I have a sick puppy that was extremely sick then why would I drive over an hour away to a place that I personally feel don't properly provided the best service... I personally believe that you do not take care of your animals at all and that you are indangering all the animals you put to your place.    I pray you get investigated and shut down.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/04) */
Contact Name and Title: [redacted] Solutions Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]solutionsonline.com
To whom it may concern;
The customer purchased the puppy on 4/29/2015. The puppy was provided with treatment at...

no cost to the customer through the store's veterinarian.
[redacted] Solutions discussed the customer's issue with the AKC registration at 8:00AM this morning, June 4th, 2015. [redacted] Solutions has requested that the customer allows for this to be looked into as this is a brand new concern and is a potential issue that has never happened.
The [redacted] registration in question is being looked into because there may have been a different parent to the parent of the puppy in question. The customer has not allowed the [redacted] Petland, or [redacted] Solutions the time to investigate to determine if this is true or false as it has only been a matter of hours sense this has been brought to light. All parties involved have been working on this diligently this morning.
At this time we ask that the complaint remain open until the confirmation of registration information is validated. Until that point no further resolution can be provided as we do not know if the complaint is warrantied.
Thank you for your time.