Pets Plus

Please don't ever buy any animals from here. They will sell you a sick animal without even thinking twice about it. We bought an expensive reptile there and it died after not even having it for 24 hours. When we got it home it was very clear that he was ill and they made it seem like he was completely healthy. When we went to return him the staff was extremely rude when we asked for a manager right away. Please just do yourself a favor and go to another pet store as this one does not care for their animals properly. I wish I would have read the reviews on this place before buying anything.

Review: I put a $300 deposit down on a puppy on 11/7/2013 and was to pay the remainder of the price for the dog when I took the puppy home. I was informed by the clerk that the puppy would be held for 7 days and we would receive a full refund of the deposit if we changed our mind about purchasing the dog. Unfortunately, we weren't able to take the dog and asked for our refund and were refused. We were told that we had signed that right away when we put down the deposit. I had signed a paper but I was told that was just a contact form requesting our address and phone number, they needed in case they needed to reach us regarding the puppy. They said nothing about it taking away our rights to seek a refund. They had no signs posted or notices anywhere in the store or register stating that fact. I told the manager that his clerk had informed us we would get a full refund of the deposit if we notified them within the 7 days. He just shrugged us off like it wasn't his fault what the clerk told us. Honestly, I had no reason not to believe the clerk told me when I asked about the policy. Anyway, we tried to get our refund on 11/102013, well within the refund seven day return period.Desired Settlement: I would like to refunded the deposit money. And, they should make sure people know their refund policies upfront and should be told what they're signing and the employees should all be on the same page about policies. Because we bought the puppy in honest faith and believed they were a reputable company and had no reason to doubt they wouldn't uphold their promise.

Business

Response:

The customer purchased the American Eskimo puppy on 11/7/13; she paid for the puppy in full. At the time of the purchase she told us that she wanted to get the house ready for the puppy and if we could hold it at the store until the next day. We told her that wouldn't be a problem. AT NO TIME was she told if they decided not to get the dog she would be given a full refund. This is actually something we stress when we agree to hold a dog for someone due to the fact that we must tell all potential customers who ask about the dog that it is sold and cannot be seen. We also have a written agreement at the time of any lay away or purchase that states in bold letters there are no refunds on the dog or cat being purchased and they have 7 days to pick up. We have our entire return policy that states this as well as posted on our register counter. The customer signed the agreement and said she would be back on the next day to get the dog.

The customer called the following day (Friday) to ask if we could hold the puppy another day, I told her that would be fine. I continued to turn customers who wanted to see the dog away stating that the dog was sold and would be going home. On Saturday when she said she would be picking up they did not come to pick up the puppy nor did they call. I continued to hold the puppy refusing potential customers.

On Sunday I still had heard nothing from the customers. I waited all day until finally I needed to know what was going on I called the number I was given on the agreement she signed, she told me at that point they did not want the puppy and asked for her money back, I informed her that there are no refunds on puppies and she signed the agreement that states that.

Pets Plus has these guidelines for layaways and purchases for the simple fact that puppy sales are time sensitive. Once a dog is purchased and a customer needs a little time to get things ready Pets Plus is willing to hold the dog for them with the understanding it is there dog and we are holding it out of courtesy and appreciation of their business. In this situation over the three days we held the puppy for them there were several potential customers who may have bought the puppy but were turned away because it was sold.

Review: I purchased a Yorkie-Bishon from Pets Plus on 7/25/13 for $749.99. He was very cute and I thought it would be a nice idea for my 81 year old Mother (therapeutic) and also for myself.. I have Multiple Sclerosis. The staff at Pets Plus knew these facts. After I signed all papers, being very excited and tired, I took the dog to see my Mother. She was thrilled. I purchased the puppy on the 25th. I thorougly looked over the papers that day-----only seeing the GUARANTEE OF GOOD HEALTH---in very bold letters and signed by a Vet. Then I looked up higher on the form and noticed a TERM THAT I DID NOT KNOW. It said PE=Monorchid. I had no idea what it meant. So I looked it up and asked other pet stores what it was. IT MEANS BORN WITH ONE [redacted] I searched further and found that if the missing [redacted] is retained inside the abdomen it increases the dogs chances of testicular Cancer. This is also hereditary. I also learned that these dogs with this problem should be neutered at a certain time because the chance of tumors are 10x's higher than dogs with full testicles. I AM ON MEDICARE DISABILITY AND CANNOT AFFORD TO TAKE CARE OF A SICK DOG. MY MOTHER ALSO IS VERY ILL AND CANNOT AFFORD OR DRIVE TO TAKE CARE OF A SICK DOG OR FOR A DOG THAT NEEDS ANYKIND OF TREATMENTS OR SURGERIES. WE WERE NOT TOLD OF THIS AT THE TIME OF SALE.

We called the Pets Plus Store and were told that this was "considered normal" I replied=Labrador Retrievers have trouble with their hips and many are crippled-is this considered normal?Some Yorkies have Collapsed Trachea with surgery at least $1,000.00=is this considered normal?Desired Settlement: My mother and I were brokenhearted but had to return the dog on 7/28/13. To take the dog to the vet would be an additional $100.00 along with the $749.99 we already put out. They hey gave us a Vet to go to recommended by Pet's Plus but we thought it best to go to non-biased Vet. Please help us. .

Business

Response:

Please see attached response.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Regards,

What difference does it make HOW I found out the TRUTH about this poor dog with one Testicle. I SHOULD HAVE BEEN TOLD. I purchased the puppy IN GOOD FAITH and would immediately have to spend additional money on puppy for neutering, I have had 2 Yorkies that I did not have neutered and there was no problem with them. These people at the pet store say "All you have to do is get him neutered" WELL, AGAIN, THEY SHOULD HAVE TOLD ME ON THE DAY OF PURCHASING. This is just terrible, that they blame ME because they WITH-HELD VITAL INFORMATION ABOUT THIS DOG.

PURCHASING AN ANIMAL IS NOT LIKE PURCHASING A TOY. I PUT GREAT THOUGHT INTO THIS DECISION BY DISCUSSING IT WITH MY MOTHER, BUYING TRAINING NEEDS AND SPECIAL FOODS FOR PUPPY. OUR ANIMALS STAY WITH US UNTIL THEY PASS AWAY-THIS IS AN EMOTIONAL INVESTMENT ALONG WITH FINANCIAL. I DO NOT HAVE THE FUNDS TO TAKE CARE OF A SICK DOG. I DO NOT HAVE THE FUNDS TO NEUTER THE DOG. THAT IS WHY I WENT TO WHAT I THOUGHT WAS A "REPUTABLE" PETSTORE TO BUY A HEALTHY PET. I also have to take MY HEALTH AND MY MOTHER'S HEALTH into consideration, We have enough Doctor visits without a sick puppy to add to the stress of LIVING WITH MULTIPLE SCLEROSIS and my mother's illness.

Business

Response:

Please see attached response.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: It is a sad day when a pet store blames the Consumer for The Store's Negligence. I, [redacted] had to ask family members if they would take the puppy because I wanted to make sure they knew the" truth" about the physical condition of this puppy. Also,there can be complications with this Puppy's Condition.

Review: I want to report this store for product issues and also refund issues. I recently wrote a letter to corporate and received no reply. I purchased a guinea pig from this store last month and took her to the vet because she was displaying signs of illness. She was undernourished and very Ill. I spent over 200 at the vet and unfortunately, she passed away. I called the store about a refund and the manager gave me a very hard time about it even though he sold me a sick animal. I should be compensated since I was under the impression I was buying a healthy animal. I went to the store with my vet bill and my receipt and luckily a woman who worked there let me take a new pig home. Turns out they were wrong on the sex of the guinea pig so I had to make another trip to swap out another animal. I looked around the store and the condition of the small animals is very disturbing. Not only are the cages dirty, but the animals are sick looking. I'm furious that they have the nerve to sell them! one guinea pig was bleeding from a huge bite from another I informed the manager who by the way is extremely rude, and he didn't seem to care! they should be ashamed to sell the animals to people in that condition.Desired Settlement: I would like to be compensated for my vet visit which was within the first 7 days of purchasing the animal.

Business

Response:

Please see attached response.

Upon entering the store, there was a horrible stench. I 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 horrid. I 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 them. All of their dogs are from puppy mills, I found out, and the whole store is questionable. Overall I would say that the store is a big disappointment and should be inspected for health issues for the dogs. Will never shop there again.

Review: I had purchased a dog from this Pets Plus in [redacted] under the impression that I was buying a healthy puppy. What I didnt know was that the dog was very sick and could also get me sick too. I took her to the vet the day I purchased her and found she had ear mites. It wasnt a big deal, but my vet wanted a stool sample to check for other illnesses. Good thing she did because she also had severe roundworm and a whole intestinal tract infection called Giardia which can be transferred to humans. I brought this up with the manager and they told me, shes curable though right? So theres not an issue. I stated that they had broken their contract along with not providing me vital information pertaining to the dog including some vaccines, parent information and the fact that they could see the worms in her fecal matter (which means they knew she was sick)and still sold me the dog as a healthy animal. The manager finally after about 30 minutes of arguing, told me that I could exercise my options. I decided to keep the dog as I felt it would be unfit to make her go back there as my vet said that more than likely all of their animals have severe roundworm and Giardia. They still let people play with the dogs even after I told them about the Giardia which means they also put the public in danger. I told them I wanted the vet bills paid for then because they broke the contract and they told me they didnt do that, its up to the warranty company and then told me that they arent the seller. I called up the company and had them confirm that they are indeed the seller. I told them that they are the seller and they told me "oh well" even though in the contract it says that I am to be compensated within 14 days. It has been over a month and I still have not gotten any of my money back.Desired Settlement: I would like to be reimbursed for the dog and all the vet bills for the dog because I had to give her up because financially I couldnt take care of a sick dog and I had purchased a certified "healthy" dog. I also would like Pets Plus to be shut down as they have done this multiple times and do not care for their animals.

Business

Response:

August 12, 2014Dear [redacted]:I am in receipt of your c[redacted]pondence dated August 4, 2014 regarding the purchase of a puppy in our [redacted] store.[redacted] informed the store manager of the situation. They were told that their vet bills would be covered under the health warranty contact or she could return the puppy and receive a refund. She refused to return the puppy and took it to a shelter We were never informed of which one. The claim to the warranty company is also attached, showing a refund of $139.65 for vet bills. I 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 CKennel Manager

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

The things that were expressed in Ms. T[redacted]' statement are not true. I was told by her that I would only be covered about 30 dollars for medicine out of the 150 that I paid. I did tell them I took [redacted] to a specialized Border Collie Institute called [redacted] where the dog is taken care of 24/7 and has her own house inside and gets specialized training and exercise 6 hours a day. Also, we came in looking to sort out issues that they had broken in their contract, we never used profanity or threatened her. We did inform her that we were going to get legal representation, which we did, but decided to go through the Revdex.com instead. It was never presented as a threat. We kept trying to get help and have them explain the issues with the contract on their side and we were told to get out. We left very unsatisfied, but never threatened or used profanity once. I feel very abused as a customer, being taken advantage of by Ms. T[redacted] by the way she has talked and handled this situation and then lying to a federal institution about what happened.

Regards,

Business

Response:

August 28, 2014Dear [redacted]:I am in receipt of your correspondence dated August 20, 2014 regarding the above referenced number.I spoke to [redacted] 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 month. I was told by [redacted] that she didn't really want to pursue this matter since the puppy was in good hands at a rescue and may have been adopted. I 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 $149.99. 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 [redacted] was reimbursed for her vet biils.If there is any more information you need, please let me know.Regards,Margaret CKennel Manager