Petland

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Thank you for your promt response, but if the constant reassurance that the animal I adopted was healthy, evaluated and deemed healthy even though very clearly there was obvious physical evidence that he was not upon simply looking at his eyes, it is unacceptable that can be considered a passing degree of health. I will be pressing the matter through a legal channel to see this is fairly and thoroughly looked over.
Regards,
[redacted]

[redacted] See Attached [redacted]

To Whom it May Concern,This letter is in response to the Complaint submitted by [redacted] Petland Monroeville works closely with several animal shelters to place homeless pets into loving homes. Prior to sending a kitten into a home, Petland has the kitten evaluated by a licensed...

veterinarian, and makes the kitten current on vaccinations. Upon receiving a clean bill of health via a licensed veterinarian, Petland puts effort forth to adopt the kitten into a loving home. For all Kitten adoptions, the fee is $150.00. This adoption fee is used to cover the cost of the vaccinations, Spay/neuter, and the remainder is donated to the animal shelter in which the kitten was “pulled”. Unfortunately not all vaccinations can be given to a kitten prior to adoption, and any subsequent vaccinations are to be provided at adopters' own expense. Petland was first notified of an issue with Ms. [redacted] kitten over 1 month after adoption. Unfortunatelty since our adoption program is a “non-profit” community service in our store, we do not offer any health guarantee after the kitten leaves the store. Regardless of the health guarantee, we offered Ms. [redacted] two options; return the kitten for full reimbursement, and Petland would seek medical attention at our expense, or receive a full reimbursement for the adoption, fee of S 150.00 and continue to seek medical attention at her own expense. Ms. [redacted] was disattisfied with either offered solution, and declined any financial reimbursement.Attached find the signed Adopt-A-Pet Agreement that Ms. [redacted] entered into on 07/03/15. This is the standard Agreement offered with all kittens which are obtained through animal shelters. Please let us know if we can be of any further assitance.With Regards,Petland Monroeville Management

Petland sold me a highly aggressive dog less than a week ago. She was purschased 11/6/16 at 12 weeks old. We had problems with her at our house due to one dog attcking her. We called the store to ask to return her for her safety and our toddlers safety. They said we would get no money back because we had her for 72hours, even though that's when we started having problems. We asked a friend to watch her and she got along great with their two dogs one being a husky like her. The next night I got a text that I had to get her because she is highly aggressive towards their dogs. 48 hours is not enough time to tell if a dog will be a good fit in a home and I am beyond irate that my child's safety is at risk because they refuse to take her back or if they do take her back I still owe almost $3,500. How does a company expect us to keep a dog that is aggressive with a 4 year old in the house. Petland is shady and will NEVER have my business again.

Review: We recently purchased a Boston Terrier puppy from them on 9/9/16. The puppy has been sick ever since the 2nd day we had him. We purchased him on a Friday night and by Saturday night just like many others he started coughing that night. We called the store that Sunday morning as soon as they opened to let them know what was happening. They wanted us to bring him back to the store that day. We brought him back to the store later that Sunday. As soon as we walked in the sales clerk said he had kennel cough. She is not even a vet and knew right away what was wrong. That should have been a warning sign that this is their practice of selling sick animals, how would a sales clerk not a licensed vet know he had kennel cough unless she had seen it a lot. They talked us in to leaving him there (with all the other sick dogs) so they could start administering medicine to him before he would see their weekly traveling vet on Thursday. He would have been on their choice medicine for 4 days before actually seeing their vet. We called our normal vet first thing Monday morning to explain that we purchased a puppy and they wanted us to keep him at the store. She said he would have no way of getting better being around all of the other sick dogs and go pick him back up. We went to the store that Monday afternoon to get him the sales clerk was unsure which Boston was ours because there were more than just one there that was sick. It was a 45 minute bullying debate with the owner Jeff on them letting us take him. The owner made to sign a paper that they were not liable for the medicine if we opted to remove him from the store. The sales clerk was also very rude. The puppy was a gift for our 8 year old who had been asking for a puppy for so long.The sales clerk said that our daughter needed to get impulse control about leaving the puppy there. We took him to our vet as soon as we left the store that day. As soon as she found out where we bought him she said Ohhh meaning that it was not the best decision. She said that they have treated "many sick dogs from Petlands" and that Petland buys from not the nicest places who over medicate the poor dogs because they ship them all over the county. We have been giving this poor dog medicine for over 4 weeks trying to get him better and he still has the cough. I have contacted the Petland credit card company. They did nothing but tell us to go back to the store and work with them. I have called the corporate office to complain as well but nothing much has been resolved there. All they want to do is give us a lousy $100.00 gift card to spend in their store. They don't want to take responsibility and admit that they are knowingly and willingly selling sick dogs to innocent consumers. Not once did they disclose to us that kennel cough was running ramped through their store.Desired Settlement: I believe we should be compensated more than $100.00 for all the heartache and suffering for us and the poor dog have been going through for the past month. I believe that they should be held accountable for their actions. We went to their establishment thinking we were purchasing a healthy puppy. Purchasing a new puppy is supposed to be a happy time not such anguish as what we are having to go through.

Business

Response:

RE: Revdex.com complaint# [redacted] dated 10/5/2016 Dear Ms. [redacted]The Boston terrier puppy (Ref# [redacted]) that is the subject of the above referenced complaint was purchased by the complainant at Petland Robinson on Saturday 9/9/2016. The puppy arrived at Petland store on Tuesday 8/30/16 and was examined on Thursday 9/1/16 by the store’s consulting veterinarian . The puppy was given a clean bill of health as evidenced by the attached veterinarian exam results and showed no signs of any illness prior to and on the day it was sold.Every Petland puppy is vet checked 2-3 times before shipment to Petland. In addition, while they are at the store, each puppy is examined by our consulting veterinarian every week, and provided any treatment that may be needed, until the puppy is sold. The store’s consulting veterinarian owns his own vet hospital and has been practicing veterinary medicine for over 35 years. He has been servicing this Petland store since it opened in 2004 and has personally performed the weekly in-store vet exams for 12 years. Furthermore, he has directed the overall medical protocols and established our antibiotic therapy, which has evolved over the years to ensure the best possible puppy care.Based on this, we have implemented strict medical protocols that apply to selling puppies and as such, we never sell a puppy that we know is sick. Our certified kennel technicians and experienced pet counselors, who have trained and worked around puppies for several years, are well versed at recognizing early signs of kennel cough and immediately report their observations to our veterinarian, so that the puppy immediately receives the proper care and treatment.Puppies that are being treated with antibiotics are permitted to go home with our vet's approval only if the puppy is not showing any signs of coughing or nasal discharge. The puppy going home must also be active, playful, eating and drinking normally before it leaves the store. If a puppy on antibiotics leaves prematurely, against our vet’s recommendations, the customer runs the risk of the condition worsening. A fairly common and easily treatable case of kennel cough could develop into a more serious upper respiratory infection, if not given the proper antibiotics with sufficient rest and supportive care. We provide this comprehensive care at Petland Robinson, and cover all medical expenses related to this care, until the puppy is ready and able to go home.All dog kennels and shelters in Pittsburgh and around the country commonly experience cases of kennel cough. Kennels housing young puppies like Petland (our puppies are typically 8-10 weeks old) are especially susceptible to kennel cough, despite being vaccinated, because young puppies have immature immune systems that are very susceptible to stress. Kennel cough is an airborne illness and despite the dynamic filtration, temperature and humidity controlled conditions at Petland Robinson, young puppies may still develop kennel cough. Treating kennel cough quickly with the preferred antibiotic gives the puppy the best chance at a speedy recovery and minimizes the possibility that the puppy may develop a more serious infection. The above described procedures are the ordinary practice at Petland Robinson.Boston terrier puppy Ref# [redacted], a 9-10 week young puppy, was not exhibiting any signs of ill health when it was purchased by the complainant on 9/9/16. If kennel cough had been detected.we would not have allowed the puppy to go home. We advise all of our new puppy customers to be especially watchful for any signs of coughing or nasal discharge for the next few days immediately following the sale of the puppy. Although this puppy was not coughing on the day of sale, and id not go home on any antibiotics, we are advised that it began coughing a day or so after going home. On 9/11/16, we met with the customer and offered to provide treatment for the puppy's condition, in our store and free of charge, in accordance with our well established and proven effective protocol for treating kennel cough. The customer initially accepted our offer as evidenced by the signature on the attached agreement. However, on 9/12/16, the customer stated that they wanted to stop treatment at our store and take the puppy home, against our advice, in order to avoid disappointing their eight year old daughter. The customer stated that they wanted to take the puppy to their own veterinarian and voluntarily signed a second agreement (copy attached), which included a waiver and an acknowledgement that they agree to be financially responsible for any future veterinary expenses should the puppy's condition worsen, The customer also declined our offer to provide prescription medication at no cost. Approximately 7 - 10 days after the puppy went home, the customer called the store and spoke to me. She again acknowledged that she was fully responsible for any ongoing subsequent treatment of kennel cough and asked about our protocols for deworming our puppies. Our routine procedures were discussed and the call ended cordially and without any complaint. Yet, on October 4, a few weeks later, she called Petland Corp and her story changed abruptly after reading alleged, negative, internet reports from animal activists. Please see Petland Corp's attempt (via [redacted]'s email dated 10-5-16 to resolve this matter. She refused our $100 gesture of good will and indicated that reimbursement was not the issue, claiming we sold her a sick puppy on purpose. Consequently, we respectfully withdraw our offer of the $100 store credit.This customer's claims and complaint are without merit and I respectfully request that this matter be closed.Sincerely, Jeff K[redacted]Owner-Petland Robinson

Review: To whom it may concern,My name is [redacted], on 5/1/16 I went to the Petland store to purchase a Yorkie that I had seen advertised on the Internet. When I had arrived they had told me that the puppy had kennel cough and that I could take the dog home but would need to bring it back for a check up. I took the dog home and everything seemed to have been going okay. On 5/5/14 I woke up to a very sick puppy that was barely breathing. Knowing that the puppy would not make it to the pet store since I am from uniontown, I rushed to the nearest vet. When I arrived to the vet, they immediately rushed the dog back and begin working on her. They came out and told me the dog was hyperglycemic and that for the moment she was okay but they were going to keep her and monitor her. I later received a call from the vet and was told that she needed to be transferred to an animal hospital where she could receive oxygen, they believe she has pneumonia. I went and picked up my dog and took her to the nearest hospital to get further treatment. In the process of transporting my dog between vets, I was in contact with the owner of petland who was being very rude. When I took my dog to the animal hospital, the doctor had told me that she did not feel the dog was going to make it but we could choose to continue to treat her but the bill would be extremely high. I then called back to the store owner and asked him if he would cover the hospital charges if I chose to continue treatment and was told no, and was also told that I would not be receiving my money back that I had paid for the dog. The owner said that I could give him the rights back for the dog and then I would get my money back. I had agreed to give him the rights back, as long as I got my money back but it would be awhile until I get my money back. Once I got home I realized that I did not sign the rights back over to him and that by law I still owned the dog. I then called him back and asked him to fax over a paper that I could sign stating he has the rights now and I would be receiving my money back. He had told me no and in that process he had picked up the dog from the hospital. Not knowing now if I am getting my money back or not, he has possession of the dog. I am asking now if you could please help me take action against this store as they had sold me a sick dog and have not been very compliant as I have lost a dog and as of right now the money, $2500, that I had spent to purchase the dog. Please contact me at ###-###-#### or ###-###-####.Thank you,[redacted]Desired Settlement: Refund

Business

Response:

This is response to complaint#[redacted] The very tiny Yorkie was sold on Sunday May 1, 2016 over the course of a 2 hour selling process with a very experienced, well trained employee. The puppy was active, alert and eating normally on the day it was sold. It was also finishing a course of antibiotics and was not showing any signs of a cough or nasal discharge and was breathing normally; otherwise we would not have offered to sell the puppy. In fact, due to the extra handling and special care involved with the tiny Yorkie we strongly recommended that the dog owner purchase a larger, older Yorkie to minimize the extra handling needs. The dog owner insisted on purchasing the tiny Yorkie and assured us that she would strictly follow our going home instructions and to touch base with us over the next several days to check on the status of the puppy. The dog owner did not return any of our calls. Furthermore, considerable time was spent during the sales transaction on how to feed the puppy 3-4 times per day and to administer a product called "puppy boost" after each play period throughout the day to keep the blood sugar from dropping too low. This is especially important and not unusual with tiny toy breed puppies that weigh under 2 lbs otherwise the puppy may become hypoglycemic, which is what happened. If the tiny puppy was not being fed and given the puppy boost nutrient as instructed, the chance of hypoglycemia, which is not a covered warranty expense, increases significantly. The store manager spoke with the dog owner on Monday May 2, 2016 and the owner was concerned that the puppy was whining too much in its kennel, which is very common when a new puppy goes home. The owner said she was therefore having the puppy sleep with her in bed, which is dangerous for the tiny puppy and goes against our specific instructions of keeping the puppy resting in its kennel for extended periods throughout the day and over night. This procedure was not being followed. We also called and left a message on Tuesday May 3, 2016 and left 2 messages on Wed May 3, 2016 to check on the well being of the puppy and we received no call back. The next time we heard anything was a call from the owner's daughter, who was not even present during the sale of the puppy. Apparently the puppy went hypoglycemic on Wed evening May 4, 2016 and was rushed to their vet on morning of May 5, 2016. Their vet confirmed with me that the pup was indeed suffering from hypoglycemia based on test results. He was able to recover the blood sugar to acceptable levels and at that time said the puppy was up, walking around and appeared stable. Then, a few hours later, I received another call from the daughter, indicating they were transporting the puppy to an emergency vet ([redacted] Animal Hospital) in [redacted] for further treatment. I was told by the daughter that her mom refused to pay for any further veterinary treatment and she agreed, effective immediately, to return the dog back into my possession. I told the daughter on Thursday May 5, 2016 that I would satisfy the requirements of the Limited 10-day Puppy Purchase Warranty and would return the full purchase price of the puppy totaling $2499.99, not including sales tax. The daughter, on behalf of her mother, heard and understood that this amount would be refunded and the check would be sent out the week of May 9, 2016. I also conveyed this same message to the mother ([redacted]) on Friday May 6, 2016 and that no other refunds or credits would be issued. Meanwhile, I immediately spoke to the [redacted]s vet and they were instructed by me to keep caring for the puppy at my expense, until I was able to transport it back to my store's consulting vet in Pittsburgh. This was done and the puppy is stable and recovering nicely. Refunding the purchase price of the puppy and paying for the [redacted]s vet bill goes above and beyond the Petland Puppy Warranty and exceeds the requirements of PA Dog Law in Section 9.3 of the Consumer Protection Law.

Review: I purchased a puppy from the Petland Store in Monroeville on Wednesday, May 11, 2016 (in the later evening). The puppy showed signs of illness on Saturday, May 14, 2016. I called Petland and was told to bring him out there to be looked at. I did as such. They asked if they could keep the puppy (letting me know that he would not be seen until Thursday, May 19, 2016) however, the manager I speak with, Gail, assured me that it is just kennel cough. She gave me medication to treat kennel cough (the dog that my puppy was in the same cage with was treated for kennel cough after my puppy left- told by the manager) and told me upon leaving that if the dog gets any worse to take him to ANY emergency vet and that they will cover the costs up to the purchase price of the pet minus tax. On Sunday, May 15, 2016, my puppy's breathing was elevated so high that he was wheezing and kept coughing up mucus. We took him to the [redacted] where they diagnosed him with a severe upper respiratory infection and told me he needed to be hospitalized. The total cost will be around $3,000.00 to treat him. Petland is no stating that I refused their treatment (when I have a witness) and that they are refusing to pay for any emergency vet bills I have incurred thus far.Desired Settlement: The only thing I am asking from Petland is that they reimburse me for the emergency vet bills regarding my pet's illness that was contracted at their store.

Review: We bought a miniature dachshund puppy from this store that we were told was CKC/AKC registered. We were also told he had a clean bill of health and would be cleaned up before we went home, including having his ears cleaned. We got home and his ears were filthy and after two vet visits, he was diagnosed with a yeast infection in his ears. Because this was not found during his initial vet visit, Petland said they may cover the medication but would not guarantee that they would.In addition, the dog was registered under AKC Canine Partners, not a full-AKC registration like we were told he would be. I contacted the AKC who told me to call the store and see if they would provide papers for standard registration. They gave me a long run around and I talked to several different people who basically would not give me a straight answer. The one woman tried to make it sound like the registration was perfectly fine and nothing was wrong with being registered under the AKC Canine Partners.Desired Settlement: We were charged a very high amount for this dog. I have seen many other full-AKC registered dogs go for 1/3 to 1/2 of what this dog cost us. If we do not have the full-AKC registration, I want at least a partial refund at the minimum, but desire a full refund for false information.

Business

Response:

Review: My brother and I were looking for a puppy at PetLand.. Visited with a [redacted] in an enclosed pet arena. Puppy started getting aggressive biting, scratching and becoming unruly. Asked for assistance in removing the dog, manager/owner, named [redacted] ignored my call for help. Dog was then starting to rip through my pants and latching onto my boots. Still no one came to assist me. Once out of arena, [redacted], was very ignorant and nasty to my needs. Literally yelling in my face about how I should have never played with a large puppy. [redacted] then took the dog from the arena and said this dogs harmless. I then asked him to sit with the dog in the arena and see how aggressive it gets. He then said "WHY WOULD I SIT ON THIS [redacted] FILLED FLOOR"~~! I couldn't believe an owner/manager of a business would talk to a customer/person in this manner. I have and have been raised with large dogs my whole life and am no stranger to proper handling. When my mother heard about the problem, she proceeded to call [redacted] to resolve the matter. He was very aggressive and ignorant towards her. [redacted] said she overreacted to the incident. I have pictures of the bruising/bite marks and scratches from the incident. My pants were torn and are not able to be worn again. [redacted] said "OH A LITTLE HOLE...THATS ALL~~~.Those pants were $46.95 and are not able to be worn again. Just the matter of his attitude and non compliance with me, the customer, was very unsettling. When I mentioned filing a police report, he said "GO AHEAD...I KNOW ALL THE POLICE THEY WONT DO ANYTHING ABOUT IT"~!!! How's that for someone who's suppose to be running a legitimate business. I will let everyone know about this issue. This "[redacted]" should not be running any type of business let alone one that could possibly result in personal injuries. I will be pursuing this matter further.Desired Settlement: I am proceeding to talk to an attorney or file a civil complaint with the [redacted] Police Department. I would like compensated for my ruined clothing and for pain/stress and bodily markings.

Business

Response:

THE COMPLAINT WAS WRITTEN BY A YOUNG GIRL OF THE AGE OF 18-21 RANGE. SHE ASKED MY EMPLOYEE IF SHE COULD PLAY WITH THE [redacted]. SHE WAS ADVISED THAT THIS LARGE BREED PUPPY, ALBEIT A GENTLE GIANT BY NATURE, IS A LARGE BREED PUPPY THAT CAN BE REVVED UP AND OVER-STIMULATED WHEN PLAYING. SHE INSISTED ON PLAYING WITH THE PUPPY IN OUR PENNED AREA. HOWEVER, THIS YOUNG LADY IS A SMALL PERSON AND DECIDED TO SIT ON THE FLOOR AND PLAY WITH THE PUPPY. SHE CLEARLY GOT THE PUPPY OVER-EXCITED DURING PLAY. ALL PUPPIES ARE PRONE TO GET OVER EXCITED, SMALL OR LARGE BREEDS, AND CAREFUL HANDLING IS ALWAYS EMPHASIZED WHEN ANYONE PLAYS WITH A PETLAND PUPPY. WE WERE BUSY IN THE STORE WHEN THIS INCIDENT OCCURED AND WE ARE UNSURE WHY THE YOUNG LADY DID NOT GET UP AND OUT OF THE PEN. SHE WAS WITH HER BROTHER, WHO IS A GROWN MAN ABOUT 6' 3' TALL, AND IF SHE REALLY NEEDED HELP, HE COULD HAVE EASILY HELPED HER OUT OF THE PEN. I WENT OVER TO THE PUPPY AFTER THE YOUND LADY EXITED THE PEN AND IMMEDIATELY THE PUPPY ACTED CALM AND RELAXED, WHICH IS THE USUAL BEHAVIOR OF THE DOG. NO ONE SHOULD SIT ON THE FLOOR AND LOOK EYE TO EYE WITH A LARGE BREED PUPPY AND PROCEED TO GET THE PUPPY OVERSTIMULATED. WE HAVE 6 PLAYROOM AREAS AT PETLAND AND WE ARE UNABLE TO WATCH ALL THE PUPPIES PLAYING WHEN WE ARE BUSY AND THE PLAYROOMS ARE FULL. I WAS NOT MEAN OR RUDE TO THE YOUNG LADY WHO INSISTED THAT I PAY FOR HER PANTS WHICH HAD A TINY HOLE. PUPPIES HAVE RAZOR SHARP TEETH AND CAN EASILY PUT HOLES IN PANTS AND PINCH FINGERS WHEN THEY GET OVERSTIMULATED AND REVVED UP DURING PLAY. I HAVE WITNESSES CONSISTING OF MY EMPLOYEES AND OTHER CUSTOMERS WHO WERE IN THE STORE WHO WILL STATE THAT THIS MATTER WAS HANDLED PROPERLY. If I WERE TO OFFER ANY COMPENSATION FOR THE HOLE IN THE PANTS, IT WOULD BE SOLEY BASED ON A GESTURE OF GOOD WILL.

Review: Puppy was sicker than originally described. Also discovered we had bad allery reactions to puppy. Returned less than 15 hours later and per policy we were told could return within 48 hours with loss of only a fee for a vet re-check. This fee amount is not listed anywhere. Petland website also states this return policy but fee not stated. Manager and store owner both very rude and giving us different reasons why no money could be given back. Owner degraded us saying we needed to be taught a lesson. Originally told no refund of money as it is determined by manager if they accept return or not. After threatening to call corporate, gave us only half of the money and also subtracted free $50 given to us for supplies which we were told we could not return even though we had the receipt. After spending $2300, refunded only $900 and had to toss toys as the sick dog played with them so didnt want to share them with other dogs.Desired Settlement: We would like to have more than half of the money refunded as there is no way a vet re-check should cost $900. Since we were not permitted to return supplies, they made $1400 off of about $300 worth of supplies.

Business

Response:

Customer spent considerable time playing with Doberman puppy over the course of several days. They mentioned to my store manager joann williams that they might have an allergy to dogs but were not sure. Since they did not experience any allergic reaction while playing with the puppy multiple times, they did not believe it would be an issue. [redacted] advised them that we have no warranty expressed or implied for allergy issues as stated in the Petland warranty. The customer assured [redacted] that this would not be an issue and purchased the puppy. They next day the customer brought the puppy back, claiming they suffered severe allergies, despite a lengthy discussion on this very subject before they purchased the puppy. This return had absolutely nothing to do with a sick puppy. The return was handled by me, as per the terms and condition of the Petland Warranty & Purchase Agreement. No further discussion on this complaint is warranted.

Consumer

Response:

Review: We agreed to purchase a puppy for $2800. They have a very well schemed sales tactic that they walk you around while spouse was singing paper work having me purchase all the supplies they said I would need to care for our new puppy. Then they informed us that we couldn't take puppy home cause he was on antibiotics for a "runny nose". We left the store with dog crate and supplies and paid in full with there credit card approximately $3400. With the children just thrilled to be getting a new puppy and with the incredible distraction tactics of the store reality didn't hit us till we got home. Reality that we just signed for and purchased a very expensive and sick dog. I came back to the store the very next morning only to be told that they would charge us 50% for "returning" the dog. The puppy which we did not even take home yet. Reading the fine print they have a two hour time period of full refund exchange and a 48hour 50% refund policy. Now after arguing for hours and having police involvement the owner agreed so mercifully to allow us out of the contract for $500. This process was a scam and predatory.Desired Settlement: I believe that due to the fact that the puppy was sick and was never delivered to us that we should have never been sold the animal and or the supplies and been bound by this absolutely ludicrous agreement. We would like a refund of our $500 and the Revdex.com needs to look at these petland contracts they are providing. To my demise I post actively searched this gentlemans business and have found hundreds of complaints including a news investigation of animal abuse.

Business

Response:

The customer raising this complaint is suffering from a clear-cut case of buyer's remorse and is attempting to avoid any consequences of his actions involving a contractual Petland Puppy Purchase Agreement, which was signed, initialed and fully executed on Sept 7, 2015. My staff and I spent over 3 hours with this customer and family on Sept 7, 2015. We went overboard to help them purchase the French mastiff puppy, ref# [redacted], which happened to be the most expensive puppy in the store. We contacted the finance company to help the customer successfully increase his Petland Credit card limit and we offered deep discounts on the puppy and supplies. The puppy was not sickly and not showing any signs of illness yet it was agreed by both husband ([redacted]) and wife ([redacted]) and this Petland retailer to keep the puppy in our kennel a few extra days to allow a free follow-up exam by our store's consulting veterinarian (3 days later). Everyone agreed that this was the right thing to do for the puppy.The Petland Puppy Warranty and Purchase Agreement documents were signed and initialed by the wife, [redacted], while the husband was watching and taking care of the children in the store. The terms and conditions of the puppy purchase were reviewed and discussed in detail with her. It was understood that ALL PUPPY SALES ARE FINAL and that there are NO RETURNS OR REFUNDS. If however the customer wished to cancel the contractual agreement for any reason within 48 hours of purchase, there is a required administration fee of 50% of the puppy purchase price (not including tax) andthere are no other credits or refunds for any puppy related accessories. This was fully understood by both husband and wife before they left the store. The puppy sale and all related paperwork were fully executed on September 7, 2015 and the customer took home all of the puppy supplies, which were also part of the purchase. The next day, Sept 8, the husband returned to the store claiming that they may not be able to care for the puppy because "suddenly and overnight" the wife ,[redacted], may be laid off from her job in the future. Whether this is true or not has no bearing on the terms and condition of the Puppy Purchase Agreement. Once again, this is clearly a case of buyer's remorse, as stated earlier in this memo.When I explained the terms and conditions for cancelling the Petland Puppy Purchase Agreement within 48 hrs with the husband, he immediately overreacted and called the local Robinson police, who have absolutely nothing to do with this matter. The police told the husband so and the police promptly left the store. Although the 50% administration fee would have been $1349.99, I made a significant concession and agreed to reduce the fee to the minimum amount of $500. Both husband and wife accepted these terms and conditions to cancel the Puppy Purchase Agreement and to voluntarily return the rights of ownership of the French mastiff puppy back to this Petland retailer. They also indicated that they would be interested in purchasing another less expensive puppy at Petland in the future. A copy of this letter of agreement, signed on Sept 8, 2015 by all parties involved, will be provided to the Revdex.com, along with other applicable pages of the Petland Puppy Purchase Agreement. Furthermore, the references made by the customer to recent store complaints was the direct result of the July 2015 social media attacks on this Petland store from Animal Activists. All of these claims against the store were false and baseless and are subject to a pending defamation lawsuit. These baseless, activist complaints have nothing to do with the Petland Puppy Purchase Agreement between this Petland retailer and with [redacted] and [redacted]. This Revdex.com complaint is unjustified and no other action will be taken by this Petland retailer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I purchased a dachshund from Petland in Robinson in September of 2014. When I purchased my dog, all the employees reported that they did not like Jeff K[redacted] and were scared of him. He was at the location the day I purchased my dog and was extremely rude to me, telling me that I probably wouldn't pass the credit check needed to get the dog, and was only nice to me once I passed the credit check and stated that I would put $1000 down for the dog.

I was told that my dog was from a reputable breeder and was given a pedigree for my dog. I decided to call the breeder who was listed on the pedigree. Once I called, the man reported that he was not the breeder and that he would never give his puppies to a puppy store because real breeders do not do things like that. In fact, the man I spoke with requested that I sent all information with his name on it to him because he believed that his name had been falsified. I paid $1500 for a dog that was supposed to be AKC registered and have a legitimate pedigree. Once the man that I talked to saw the pedigree he assured me that it was fake. In addition, I took my dog to the vet, (Dr. [redacted] in [redacted]) he also let me know that the dog was not a full bred dachshund and in fact the pedigree was fake. I called Petland numerous times and they have never called me back.Desired Settlement: To report falsified information and that I was lied to about where my dog came from, and his pedigree.

Business

Response:

This is in response to complaint #[redacted] regarding thepurchase of a Dachshund puppy REF#[redacted] at Petland Robinson on 9/27/2014, approx10 months ago.The customer's statement contains several allegations thatare false and misleading. To the contrary, the breeder of the puppy is USDAcertified, is reputable and the pedigree is legitimate. The puppy was automaticallyregistered as an AKC Canine Partner dog within 24-48 hrs after the sale. Nolicensed vet would attempt to disclaim the pedigree nor would they have anybasis to claim the puppy was not a pure bred dachshund. Furthermore, we areunaware and have no record of repeated attempts to contact us to discuss thismatter. This complaint is being raised at this time in reaction to therecent social media attack which contained alleged accusations about the Petlandstore, all of which are false and baseless. Apparently, this customer wishes to"jump on the bandwagon" and raise issues, which are also false and baseless. A copy of the press releases from Petland Corp headquartersand from me will be forwarded to the Revdex.com if requested.

Consumer

Response:

Review: I had my new puppy evaluated by a vet for a spay. The vet following the assessment indicated in written form that she observed irregular tachycardia and arrhythmia and that the dog was not cleared for anesthesia for the spay. She indicated that she felt the arrhythmia could be congenital in nature. I then followed up with my local vet for a second opinion. [redacted] of Butler PA indicated that he also heard an arrhythmia after listening/palpating her heart rhythm, and felt that she needed an EKG and Chest XRay to even be cleared for a spay as the anesthesia could potentially cause a lethal arrhythmia. I then contacted Pet Land of [redacted] after reviewing the contract that I signed. The contract clearly states they will reimburse for any tests necessary in the event that the abnormality is congenital in nature. I spoke first with one of the managers [redacted] and was assured that they would "fix my puppy". I then faxed over the reports from my vets and called on 3 different occasions as I was told that petlands resident vet would review the health reports and make a decision on additional testing. I was not called back. I finally was able to speak to the owner only to find out that he was unwilling to even undergo the EKG and was told to just wait several months before having the puppy rechecked, that "it was more than likely excitement and nothing else". I was also told that even if the EKG showed an abnormality that he would not be willing to pay for any additional testing, as I am willing to pay for the EKG out of pocket. I have no confirmation that the resident vet of pet land even looked at the documentation that I faxed over.Desired Settlement: would like a full refund for any vet costs incurred to determine the nature of the puppy's cardiac condition. I simply feel that given the purchase price of the puppy and the contract I signed that I am entitled, at the very least to reimbursement for vet costs to determine the cause of the arrhythmia starting with an EKG and chest XRay. No vet at this point will spay this dog without additional diagnostic testing which is enough to cause significant concern and quite frankly is not what was set fourth in the contractual agreement. If there is a congenital abnormality the procedure could kill the dog. I just feel that something should be done about this, starting first with an EKG read by a licensed professional to determine if any further testing is warranted. In the event that the dog has a congenital cardiac abnormality I feel that additionally I should be reimbursed for the purchase price of the dog. Thank you for your time.

Business

Response:

I RECEIVED ALL THE INFORMATION FROM THE CUSTOMER AND SPOKE DIRECTLY TO HER IN DETAIL ABOUT HOW THIS MATTER WOULD BE HANDLED, AS PER THE SPECIFIED TERMS AND CONDITIONS SET FORTH IN THE PETLAND LIMITED 3-YEAR EXTENDED PUPPY WARRANTY. WE DO NOT PAY FOR ANY DIAGNOSTIC TESTING. THIS IS CLEARY STATED IN THE PETLAND WARRANTY. THE CUSTOMER'S PUPPY, WHICH IS 5-6 MONTHS OLD, IS OTHERWISE HEATLTHY, ACTIVE, PLAYFUL, GROWING AND SHOWING NO ILL EFFECTS OF ANY KIND. IT WAS SUSPECTED OF HAVING A GRADE 1-2 HEART MURMUR, SO THE SURGERY TO SPAY THE DOG WAS POSTPONED. A SECOND DOCTOR DID NOT HEAR ANY MURMUR, YET HE THOUGHT HE MAY HAVE HEARD AN ARYTHMIA. If THE CUSTOMER WISHES TO RUN DIAGNOSTIC TESTS AT THIS TIME, IT WOULD BE AT HER EXPENSE AND NOT COVERED BY THE WARRANTY. IF AT SOME POINT IN THE FUTURE THE DOG IS SHOWING CLINICAL SIGNS OF ILLNESS AND IS UNABLE TO LIVE AND FUNCTION NORMALLY, THE WARRANY ALLOWS FOR A REPLACEMENT PUPPY IF A HEREDITARY CONDITION IS CONFIRMED. THERE WOULD BE NO MONETARY REFUND AS STATED IN THE WARRANTY. FURTHERMORE, A DOG WITH A GRADE 1-2 HEAT MURMUR USUALLY CAN LIVE A NORMAL LIFE WITHOUT SHOWING ANY ILL EFECTS FROM THIS CONDITION. NO FURTHER RESPONSE IS REQUIRED AT THIS TIME.

Review: I dislike calling it a "product" being as it is a living thing, but this is regarding a kitten I adopted on July 3rd 2015.

As I was taking a good look at the kitten I noticed his eyes had a foggy white film covering them, and I asked not one, but two different associates if his eyes were okay. I was assured the entire time I expressed my concern that all of the animals are vaccinated, they run tests to make sure they're healthy and that he's recently gone to the vet a few days prior. I hesitated, but I was so strongly assured so I decided to go through with the adoption. They'd said it's mandatory that I "introduce" the kitten to the veterinary [redacted] called [redacted], that I would pay nothing, and I'd receive a voucher I could use towards purchases at the store. This also had a strict time limit of 10 days to be done.

A few days later I go to [redacted] and not only am I charged for the visit, I also come to find that he needed his rabies shot as well as the FVRCP annual shot which is the feline distemper vaccine. I was upset because I was told at the store the kitten was up to date with the vaccinations. I ended up spending $65 when I was told I'd spend nothing. I brought my concern with the kitten's eyes to the vet, who said he'd never seen that before as he was examining him and recommended antibiotics which I already had at home from an older cat I had needing them previously to treat an upper respiratory infection. He said to come back if that didn't clear it up. The antibiotics over the course of a week changed nothing, and since I was uncomfortable hearing him say he'd never seen a kitten's eyes in the condition mine was, I decided to try [redacted] instead who I was more familiar with, since the mandatory visit to [redacted] was only for the initial first time.

At [redacted] Animal [redacted] they were more familiar with the condition of his eyes, turned out he had eye ulcers. Judging by the symptoms I saw, he had the condition since before I adopted him, and I have no idea how Petland could provide me with paperwork stating the kitten's eyes were clear and healthy when the obviously were not. After spending so far over $400 in testing and different treatments that have finally started to make a positive difference in his eyes, I contacted Petland to tell them what happened. This was not my first time calling, either. I'd called about a month after I got the kitten because I was worried about why his eyes still didn't look normal and all they've suggested after this whole ordeal was for me to return the kitten to receive a full refund for the adoption fee only. I was NOT going to give up this kitten after everything I'd done for him, and after developing an emotional attachment to him. I was not going to surrender him just to possibly be put down because no one else will adopt him, or for someone else to be fooled like I was and be guaranteed a healthy pet and then come to find themselves in a financial pit trying to fix a problem that should never have existed had they cared for him properly prior to displaying him.Desired Settlement: I would appreciate it if Petland took full financial responsibility of the cost for all of the kitten's tests, medications and treatment related solely to the issue with his eyes. I would also like to be refunded for the cost of the initial visit to [redacted] for the kitten's introduction to the vet as I was told the visit would cost nothing. It would also be fair for me to receive a full refund of the adoption fee thanks to this nightmare. The kitten is happy, on his way to a full recovery, and has a great home. I plan to take legal action need be, through a small claims court for the same desired outcome, as I have all of the documentation to support my claim.

Thank you.

Business

Response:

To Whom it May Concern,This letter is in response to the Complaint submitted by [redacted] Petland Monroeville works closely with several animal shelters to place homeless pets into loving homes. Prior to sending a kitten into a home, Petland has the kitten evaluated by a licensed veterinarian, and makes the kitten current on vaccinations. Upon receiving a clean bill of health via a licensed veterinarian, Petland puts effort forth to adopt the kitten into a loving home. For all Kitten adoptions, the fee is $150.00. This adoption fee is used to cover the cost of the vaccinations, Spay/neuter, and the remainder is donated to the animal shelter in which the kitten was “pulled”. Unfortunately not all vaccinations can be given to a kitten prior to adoption, and any subsequent vaccinations are to be provided at adopters' own expense. Petland was first notified of an issue with Ms. [redacted] kitten over 1 month after adoption. Unfortunatelty since our adoption program is a “non-profit” community service in our store, we do not offer any health guarantee after the kitten leaves the store. Regardless of the health guarantee, we offered Ms. [redacted] two options; return the kitten for full reimbursement, and Petland would seek medical attention at our expense, or receive a full reimbursement for the adoption, fee of S 150.00 and continue to seek medical attention at her own expense. Ms. [redacted] was disattisfied with either offered solution, and declined any financial reimbursement.Attached find the signed Adopt-A-Pet Agreement that Ms. [redacted] entered into on 07/03/15. This is the standard Agreement offered with all kittens which are obtained through animal shelters. Please let us know if we can be of any further assitance.With Regards,Petland Monroeville Management

Consumer

Response:

Review: I purchased an 8 week old King Charles Cavalier from Petland Pet Store in March, in the amount of $2000.00. The evening I brought the dog home he started to cough, I immediately called the store (this was around 8pm) as instructed by the paper work I was given, and was informed by the owner (Jeff) the store was closing and to call to speak to Joanne the following morning. I have 4 other dogs in my home, and was concerned that the other animals would get sick. I was not able to call Joanne the following day (it was a Sat. and I had to go out of town) but spoke with her in Sun. I took the pup in on Mon. and it was discovered he had kennel cough, even though I was informed he received the bordatella vaccine prior to being purchased. Due to this my other animals became ill, and ended up costing me over $500.00 to treat and was not able to be reimbursed for those costs from Petland, even though it was because of the animal that they sold me caused these illnesses.Desired Settlement: I feel I should receive a refund of the vet expenses that I endured because they sold me a sick animal

Business

Response:

This is in response to complaint #[redacted] regarding thepurchase of a King Charles Cavalier puppy REF#[redacted] at Petland Robinson on 4/25/2015,approx 3 months ago.The puppy was sold on Saturday April 25 and it left thestore without any prior signs of any upper respiratory infection. There was nocoughing and no nasal discharge. The puppy was active, playful, eating anddrinking normally prior to and up to the day it left the store. It was examined by our store veterinarian on April 23, andit was given a clean bill of health. The customer has a copy of the vet examdated April 23.The customer also has a copy of the puppy's vaccinationrecord, which is current up to the age of the dog. It was vaccinated with bordatella (i.e. Bronchocine) on April 22. The customerwas also aware by signing the Customer Waiver that "this Petland retailer will not be held responsible to payfor any medical expenses involving your existing pets, should they be exposedto the Petland puppy, which may be contagious".All of the very young Petland puppies are fully vaccinatedto their age including the bordatella vaccine. Unfortunately, young puppiesstress easily and their immune system is not yet fully developed. Although the bordatellavaccine is helpful, it does not provide 100% protection from kennel cough. This complaint is being raised at this time in reaction tothe recent social media attack which contained alleged accusations about the Petlandstore, all of which are false and baseless. Apparently, this customer wishes to"jump on the bandwagon" and raise issues, which are expressly excluded from coverage ofthe warranty. A copy of the press releases from Petland Corp headquartersand from me will be forwarded to the Revdex.com if requested.