Pets Plus

July.28.2015In my opinion the experience level of the employee has nothing to do with the customer losing livestock in his tankThe customer added portions of brineshrimp(a very large amount) to his tank at one time which is too much for any tank at one timePets Pius did not advise the customer to do so at any point in time and he did this on his ownThere are too many unknown factors and variables that come into play regarding water chemistry that could have impacted the stability of the aquariumWhat the customer has stated cannot be proven either wayPets Plus is not responsible in any way for the customers decision to add anything to his aquarium.Regards,Ryan

RESPONSE TO COMPLAINT: sans-serif;">To whom it may concern, The purpose of this response to the complaint # [redacted] is to explain why coverage was not extended to [redacted] for the purchase of the Pug/Pomeranian crossI have attached the appropriate documents to support my rebuttal [redacted] purchased Pug/Pomeranian cross for $with the payment through one of our financing companiesAt Pets Plus Inc every puppy purchase is required to complete a Puppy Warranty Sheet, this is our sales contract to make sure both parties are aware of their responsibilities after purchaseThe first part I would like to highlight is our veterinary expense coverageWe do offer treatment coverage at our approved veterinary hospitals, customers are not required to use our hospitals, but then they will be responsible for their own expenses [redacted] waived this coverage when she decided to use her preferred veterinary hospitalThe second part of the contract I would like to highlight is the day notice requirementThe puppy was purchased on July 14, therefore the day cut off would have been July 28, and our preferred method of contact is email [redacted] came into the store on August 12, to inform me of the issues she was having and presented me with a bill from her veterinary hospitalI informed her that this was not the course of action for treatment and recommended that [redacted] transfer to one of our approved veterinary hospitals for Pets Plus Inc to help with medical expense [redacted] refused this suggestionPets Plus Inc received medical documents from a different veterinary hospital on September 29, At this point [redacted] had already launched a smear campaign against our company that started September 17, I have attached over pages of posts attacking our company and reaching out to gain supportersFrom what I have found and I am sure there are more left uncovered, at least different posts that lead to horrible feeds trashing our company nameThe first one started on Facebook group page September 17,on [redacted] ***, September 28, Quantico/Stafford/Fredericksburg/Spotsylvania Online Yard Sale, October 2, [redacted] ***, October 8, Quantico/Stafford/Fredericksburg/Spotsylvania Online Yard Sale, October 25, [redacted] Talk sharing her husband’s review bashing the owner by namePets Plus Inc will have no contact with [redacted] or her husband unless it goes through a third partyI would like all posts and reviews taken down, but the damage has already been doneAs a result of not following the contract we will not be honoring the complaint’s request [redacted] ***

Upon entering the store, there was a horrible stenchI had gone in to look at dogs, but when I got to the rooms, there was feces all over and the conditions that the dogs were in were absolutely horridI had asked about one dog and also about some food for my pet at home, but neither associate seemed like they were very knowledgeable about animals or what to feed themAll of their dogs are from puppy mills, I found out, and the whole store is questionableOverall I would say that the store is a big disappointment and should be inspected for health issues for the dogsWill never shop there again

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I never received any instructions from this company advising never to add this amount of shrimp to the tankI have done this in the past for over a year with brine shrimp supplied from another store and I have never had any issueI believe due to the inexperience from the employee this directly impacted the health of the ecosystem within the tankIf there is a form I signed that states that I was instructed to do something in a certain way, then I do not believe this to be resolvedRyan reached out to me via email and requested I call him with a solutionThe conversation was short lived and I have it documentedHe refused to advise anything on the phone other than he replied to the Revdex.com claimIf employees are unable to comprehend messages that were left, correctly, I question the integrity of their training to provide customers with accurate information This needs to be resolved accurately and fair Regards, [redacted]

May 5, 2015Dear [redacted] .We are in receipt of your letter regarding the above referenced identification number The puppy in question was held because our staff thought she was coming down with somethingOur corporate vet visits each location once a week and the puppy was treated and cleared by our veterinarianShe was seen two (2) days prior to her release and cleared to go home.The customer received a total refund for the puppy which is in accordance with Pennsylvania state lawThe customer refused to have the puppy treated by our corporate vet (which is our policy and also free of charge.)Should you need any more information, please feel free to contact meSincerely, Margaret C Kennel Manager

July.15.2015To whom this may concern, I reviewed the complaint concerning the customer that purchased brineshrimp on 7/1/ 15.I was made aware of the situation by my staff at the time but unfortunately didn't have the contact information for the customer until I received the letter from the Revdex.comMy staff is trained to properly bag portions of brine shrimp along with any other fish that is soldI am very experienced in aquatics and have been in the business for close to yearsI always recommend to my customers that they don’t pour water from the bag that the fish are in or from the feed they are purchasing due to a chemical differences in the waterIn the complaint that the customer submitted to the Revdex.com he stated that he purchased portions(teaspoons) of brine shrimp; to add that large amount to any tank at one time especially a smaller aquarium could be very dangerous and cause chemical levels to spike very high and become toxic to any aquatic life in the tankIn my professional opinion the way the brineshrimp was bagged and given to the customer has no bearing on what took place in the customers tankThe customer purchased the brineshrimp and added the amount of brine shrimp to his aquarium on his on accordI will try to reach out and contact the customer regarding this situation.Regards,Ryan

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Complaint: ***
I am rejecting this response because: #We did not issue an apology to Pet's Plus; we did nothing wrong so why would we apologize I am still waiting on a response from the owner Bruce S*** who has completely ignored my calls The communication with this company is horrible#2, They finally issued a refund "required by law"; however, they did not cover ALL of our medical or cleaning expenses Also, an "oversight" as they describe might be forgetting to give us paperwork, etc An "oversight" is not providing MEDICAL DOCUMENTS I have wasted Hours upon Hours of my time going back and forth with this company I would like to be reimbursed for ALL of our medical and cleaning expenses, as well as an investigation into their adoption practices and book keeping
Regards,
*** ***

August 28, 2014Dear *** ***:
I am in receipt of your correspondence dated August 20, regarding the above referenced numberI spoke to *** *** on Tuesday, August 19, 2014, I apologized for the way she fest she was treated and informed her that her vet bills were being processed and that she would be receiving a check by the end of the monthI was told by *** *** that she didn't really want to pursue this matter since the puppy was in good hands at a rescue and may have been adoptedI explained to her that her vet did not certify the puppy unfit for sale as is required and we did not receive the puppy back in order for us to refund the purchase price of the puppy in the amount of $She told me she wished she had spoken to me first and that she was satisfied
I've attached the statement from the warranty company showing that *** *** was reimbursed for her vet biils.If there is any more information you need, please let me know.Regards,Margaret CKennel Manager

IN JULY MY WIFE & I PURCHASED A RESCUE DOG FROM PETS PLUS NATURALSSHE CAME WITH A CONSTANT ITCH WHICH WAS TRANSMITTED TO MY OTHER DOGS AND SHORTLY THEREAFTER TO MY WIFE AND IMANY VET VISITS LATER (SEPTEMBER'THRU OCTIBER'16) WE LEARNED SHE WAS INFESTED WITH SARCOPTIC MITES (SCABIES)FROM OCTOBER 'UNTIL APRIL'WE TALLIED UP NEARLY $IN VET AND HUMAN DOCTOR BILLS FOR VISITS/MEDS FOR THE SIX OF US (DOGS & HUMANS)BEFORE WE VISITED THE VETS WE REPEATEDLY QUESTIONED THE STORE MANAGER ABOUT OUR ISSUEHE CLAIMED IT WAS A FOOD ALLERGY, THAT THEIR DOGS WERE SQUEAKY CLEAN, SO WE SWITCHED TO MORE EXPENSIVE FOOD FOR THE DOGSI'VE SPOKEN WITH ONE OF THE STORE OWNERS WHO PUT ME THRU HOOPS OF FAXING OUR BILLS TO HERSHE THEN SAID "I HAVEN'T FORGOTTEN ABOUT YOU", DURING ONE OF MY MANY PHONE CALLS TO PURSUE SOME RELIEF FROM THE COMPANYSUBSEQUENT CALLS HAVE BEEN IGNOREDI'M OUT A LOT OF MONEY

Thank you for contacting us Pets Plus is not a non profit organization and only have dogs and cats, our Dogs and Cats are not a puppy mill operation that was Suggested by *** *** We had several conversations with **and *** *** They've owned their dog since
9/5/ We weren't notified that there were any kind of issues until recently We sent them the amount they paid for the adoption of their dog Which is required by law if there are any medical issues Since it was found that the pup wasn't spayed This was a over sight on our part and have tried to rectify this situation Since then we have also received a apology from the ***s We have cooperated and gone above customer service with the ***'s Pets Plus feels this matter is now resolved

August 12, Dear *** ***:I am in receipt of your c***pondence dated August 4, regarding the purchase of a puppy in our *** store.*** *** informed the store manager of the situationThey were told that their vet bills would be covered under the
health warranty contact or she could return the puppy and receive a refundShe refused to return the puppy and took it to a shelter We were never informed of which oneThe claim to the warranty company is also attached, showing a refund of $for vet billsI have attached a statement from the store manager to this letter as well.If there is any more information you need, please let me Know.Regards,
Margaret C
Kennel Manager

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Complaint: ***
I am rejecting this response because:
The things that were expressed in MsT***' statement are not trueI was told by her that I would only be covered about dollars for medicine out of the that I paidI did tell them I took *** to a specialized Border Collie Institute called *** *** *** where the dog is taken care of 24/and has her own house inside and gets specialized training and exercise hours a dayAlso, we came in looking to sort out issues that they had broken in their contract, we never used profanity or threatened herWe did inform her that we were going to get legal representation, which we did, but decided to go through the Revdex.com insteadIt was never presented as a threatWe kept trying to get help and have them explain the issues with the contract on their side and we were told to get outWe left very unsatisfied, but never threatened or used profanity onceI feel very abused as a customer, being taken advantage of by MsT*** by the way she has talked and handled this situation and then lying to a federal institution about what happened
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I never received any instructions from this company advising never to add this amount of shrimp to the tank. I have done this in the past for over a year with brine shrimp supplied from another store and I have never had any issue. I believe due to the inexperience from the employee this directly impacted the health of the ecosystem within the tank. If there is a form I signed that states that I was instructed to do something in a certain way, then I do not believe this to be resolved. Ryan reached out to me via email and requested I call him with a solution. The conversation was short lived and I have it documented. He refused to advise anything on the phone other than he replied to the Revdex.com claim. If employees are unable to comprehend messages that were left, correctly, I question the integrity of their training to provide customers with accurate information. This needs to be resolved accurately and fair.  
Regards,
[redacted]

July.28.2015In my opinion the experience level of the employee has nothing to do with the customer losing livestock in his tank. The customer added 3 portions of brineshrimp(a very large amount) to his tank at one time which is too much for any tank at one time. Pets Pius did not advise the customer to do so at any point in time and he did this on his own. There are too many unknown factors and variables that come into play regarding water chemistry that could have impacted the stability of the aquarium. What the customer has stated cannot be proven either way. Pets Plus is not responsible in any way for the customers decision to add anything to his aquarium.Regards,Ryan

July.15.2015To whom this may concern, I reviewed the complaint concerning the customer that purchased brineshrimp on 7/1/ 15.I was made aware of the situation by my staff at the time but unfortunately didn't have the contact information for the customer until I received the letter...

from the Revdex.com. My staff is trained to properly bag portions of brine shrimp along with any other fish that is sold. I am very experienced in aquatics and have been in the business for close to 20 years. I always recommend to my customers that they don’t pour water from the bag that the fish are in or from the feed they are purchasing due to a chemical differences in the water. In the complaint that the customer submitted to the Revdex.com he stated that he purchased 3 portions(teaspoons) of brine shrimp; to add that large amount to any tank at one time especially a smaller aquarium could be very dangerous and cause chemical levels to spike very high and become toxic to any aquatic life in the tank. In my professional opinion the way the brineshrimp was bagged and given to the customer has no bearing on what took place in the customers tank. The customer purchased the brineshrimp and added the amount of brine shrimp to his aquarium on his on accord. I will try to reach out and contact the customer regarding this situation.Regards,Ryan

July.15.2015To whom this may concern, I reviewed the complaint concerning the customer that purchased brineshrimp on 7/1/ 15.I was made aware of the situation by my staff at the time but unfortunately didn't have the contact information for the customer until I received the letter from the better...

business bureau. My staff is trained to properly bag portions of brine shrimp along with any other fish that is sold. I am very experienced in aquatics and have been in the business for close to 20 years. I always recommend to my customers that they don’t pour water from the bag that the fish are in or from the feed they are purchasing due to a chemical differences in the water. In the complaint that the customer submitted to the Revdex.com he stated that he purchased 3 portions(teaspoons) of brine shrimp; to add that large amount to any tank at one time especially a smaller aquarium could be very dangerous and cause chemical levels to spike very high and become toxic to any aquatic life in the tank. In my professional opinion the way the brineshrimp was bagged and given to the customer has no bearing on what took place in the customers tank. The customer purchased the brineshrimp and added the amount of brine shrimp to his aquarium on his on accord. I will try to reach out and contact the customer regarding this situation.Regards,Ryan

May 5, 2015Dear [redacted].We are in receipt of your letter regarding the above referenced identification number. 
The puppy in question was held because our staff thought she was coming down with something. Our corporate vet visits each location once a week and...

the puppy was treated and cleared by our veterinarian. She was seen two (2) days prior to her release and cleared to go home.The customer received a total refund for the puppy which is in accordance with Pennsylvania state law. The customer refused to have the puppy treated by our corporate vet (which is our policy and also free of charge.)Should you need any more information, please feel free to contact me.
Sincerely,
Margaret C
Kennel Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I believe the knowledge of the employee plays a direct factor in what has happened. Had he used clean water like you're supposed to and not use water directly from a brine shrimp tank, none of this would have happened. The employee started by putting a spoon full of brine shrimp directly into the bag and proceeded by trying to close the bag. He didn't know until I advised that these are alive and need water to survive. Due to his incompetence and lack of proper training led to the problems within the aquarium. Anywhere else I have gone do not take the water from their brine tank directly as they know this is full of impurities that could be detrimental to any established aquarium. This needs to be resolved immediately. You need to take ownership as a business professional and train your employees the correct way. This is absolutely absurd. 
Regards,
[redacted]

May 5, 2015Dear [redacted].We are in receipt of your letter regarding the above referenced identification number. The puppy in question was held because our staff thought she was coming down with something. Our corporate vet visits each location once a week and the puppy was treated and...

cleared by our veterinarian. She was seen two (2) days prior to her release and cleared to go home.The customer received a total refund for the puppy which is in accordance with Pennsylvania state law. The customer refused to have the puppy treated by our corporate vet (which is our policy and also free of charge.)Should you need any more information, please feel free to contact me.Sincerely,Margaret CKennel Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I never received any instructions from this company advising never to add this amount of shrimp to the tank. I have done this in the past for over a year with brine shrimp supplied from another store and I have never had any issue. I believe due to the inexperience from the employee this directly impacted the health of the ecosystem within the tank. If there is a form I signed that states that I was instructed to do something in a certain way, then I do not believe this to be resolved. Ryan reached out to me via email and requested I call him with a solution. The conversation was short lived and I have it documented. He refused to advise anything on the phone other than he replied to the Revdex.com claim. If employees are unable to comprehend messages that were left, correctly, I question the integrity of their training to provide customers with accurate information. 
This needs to be resolved accurately and fair.  
Regards,
[redacted]