Petsmart

Hello,
 
I was sorry to hear that [redacted] was not feeling well after staying with us at the Hotel.  As per the Master Boarding Agreement you signed, Pet Parents are responsible for the vet bills if your dog gets kennel cough.   I can  tell you [redacted] was given lots of love and attention while she was here and she had a blast in camp with all her friends.   However, as we discussed on 9/2/14, because we value you as a customer and would like to see [redacted] come back and stay with us again I did refund part of her stay with us.  I refunded 2 nights and 2 days of daycamps which came to $121.66 after tax. 
 
If you have any further questions please feel free to contact the hotel.
 
 
 
[redacted]
PetsHotel Manager

Complaint: [redacted]I am rejecting this response because:
We, as customers, are trusting this business with our family's vehicle; a vehicle that takes kids to and from school, to and from practices, and around town. We should be able to trust that there is going to be a high level of due diligence when diagnosing a problem which is safety related. Our family vehicle was left with Titus Will for nearly 2 weeks while they drove it to and from varying locations by different employees to try to recreate the symptoms in Nov/Dec. When the car finally did exhibit the symptoms, all that was done was that it was hooked up to a diagnostic computer to check codes. A computer was replaced, yet no mention of them checking and verifying that there was nothing wrong with the Tire Pressure Monitoring System or the AdvanceTrac system, messages that were being displayed in the vehicle. We fully authorized this with the reasonable understanding that the service provider would be thorough and make sure that what they were stating was wrong was what was actually wrong.
Nearly 3 months later, the vehicle begins to exhibit the EXACT same symptoms as in Nov/Dec. We notified Eric and we were told to bring it in. By the time we arrived, the car was running as normal. Eric said that there was noting that they could or would do until the car is exhibiting symptoms. Now, we are bringing our family's vehicle back in with the EXACT SAME symptoms that were being exhibited in Nov/Dec and Feb/Mar, and Apr/May. Less then 6 months after the 'fix', we are being told that, after hooking it up to a diagnostic computer, a different computer is the problem. It appears that, regardless of anything found during their offer of inspection, that a computer is getting replaced. This all seems too improbable; two different computers dying within months of each other within 4 years of manufacture causing the EXACT SAME SYMPTOMS. I work as a computer technician and know that I cannot solely rely on diagnostic reports, it takes further investigation, especially when I get a call back from a customer with the same issue as before.
Furthermore, the issue with the aftermarket remote starter was something that we took back as we were told that it should work once the computer was replaced. It did not when we got it back. So, we called and were told by Eric that we could bring it back and they would look at it. We did, they looked at it and repaired it. We were told not to worry about any cost.
We want assurance that the issue will be thoroughly investigated, with an exact cause that is provable. We have been dealing with the same issue after we were told that it was fixed.
Sincerely,[redacted]

Dear [redacted],Thank you for contacting PetSmart. We were able to find your reciepts in our system.  Our store will gladly refund the cost of the cage for cash as that was the original form of payment.  As the chincillas was purchased on a credit card we would need to have the cardholder and thier credit card for the refund or we can issue you a merchandise return card for the cost of the chinchilla.Sincerely,[redacted]

Dear Ms. [redacted],Thank you for contacting PetSmart.  I was sorry to hear about your experience with our Day Camp buy 10 get one 1 free program.  I have passed this along to our PetPerks department and asked them to call you to help resolve.  I have been informed that [redacted]...

from PetPerks contacted you on 6/13/14, however was unable to speak to you.  Her direct number is ###-###-####.We appreciate you letting us know and again we apologize for the troubles you have had with our program.Sincerely,[redacted]

Dear [redacted],Thank you for contactinig PetSmart.  I was sorry to hear about your visit to our store.  I have asked our store manager [redacted] to reach out to you to assist with a resolution.Sincerely,Jessica

Dear Ms. [redacted],Thank you for contacting PetSmart.  I was sorry to hear about your experience with our Whisker City product.  We have forwarded your information to our product specialist [redacted] who has assured me she has reached out to you regarding your experience.  We...

are currently in the process of locating your receipt and will contact you via phone or email to assist you further.Thank you,[redacted]

Thanks for your reply.  Our store manager has attempted to reach out to you but has been unsuccessful.  Our store will gladly return the harness for a merchandise card, but will require a receipt for the clippers per our return policy.
Sincerely,
Jessica

Dear Ms. [redacted],Thank you for contacting PetSmart.  We were sorry to hear about your dog, Finn and hope that he is on the road to a speedy recovery.  I have been in contact with our pet safety team who has told me that they have mailed you a check for the vet...

costs.Sincerely,[redacted]

I went in to Petsmart in Rocklin, CA Wednesday 1/11 and made a very large purchase after which I had decided that a portion of the Items needed to be returned so I returned to the same store 2 hours after the original purchase. They did not originally give me a receipt they sent it to my "club email address on file" which turns out none of the information for my telephone number was linked to me only my phone number was.
So I had no receipt when I went to return the item. I called the 800 number to try to fix the information to get my receipt and was informed to go to the store and they would give me a receipt and fix it. At the store not only would they not help me fix my info they said they would not give me a receipt for the items I bought until I returned them. Then after this the associate manager that witnessed me buying the items 2 hours earlier went on to accuse me of stealing the receipt they printed out off the counter because she wouldn't give it to me. I left the store and contacted a friend who works at a Petsmart in a different state and they were able to change my info and get me a receipt all over the phone (which they would not do here). The staff in this store was beyond rude and was at no point any kind of helpful. The way they treated me and the accusations of stealing the receipt that was mine but I couldn't have for some reason were unbelievable. I have never been treated anything like this in any of their stores before and because of this I will never return to one again. I don't understand why anyone in any kind of management position would treat a customer like that.

Dear [redacted]Thank you for contacting PetSmart.  I was sorry to hear about your expereince.  Our store manager Randy advised us that he spoke with you about this incident shortly after it happened and attempted to follow up with you on 1/22 to ensure that you were satisfied...

with your initial conversation.  Please reach out to him at [redacted] at your earliest convenience to further discuss.Sincerely,[redacted]

We have contacted [redacted] Shelter, They informed us PetSmart would refund the adoption fee, PetSmart or Walter Crow have not refunded the fee. Both are giving us the runaround with no results. To make matters worse, that poor cat is still up for adoption last week, without any medical treatment for his respiratory infection and still has fleas.

Mr. M[redacted]
Our apologies that this incident has yet to be resolved.  My DL (District Leader) will be contacting you, so that we may resolve this with you and your family.
Thank you
Dallas C[redacted]

Revdex.com
RE:  [redacted],  Complaint #[redacted]
 
We are in receipt of Mr. [redacted]’s response to our May 18th reply.   As we stated in our response, we would like the opportunity to re-examine Mr. [redacted]’s Flex to re-verify that the replacement of the body control module will fix the current issues.  We stand by our contention that the APIM that was replaced last fall and the BCM that is currently suggested are both necessary repairs.  Until we can inspect the vehicle again to find another solution, this is the recommendation that stands.  This was not a haphazard diagnosis.  As Mr. [redacted] stated in his letter, we spent a great deal of time making sure that we could capture the vehicle’s fail so that we could get a proper diagnosis.
No manufacturer or repair facility can guarantee that another concern or similar concern will never happen with the onboard computer systems.  We can only do our very best to ensure that we have diagnosed vehicles with all the means that the manufacturer has provided to us.
We once again extend our offer to do a complimentary re-inspection of Mr. [redacted]’s Flex as a goodwill gesture. We would be happy to provide Mr. [redacted] with copies of all his repair orders and our diagnosis should he choose to have a different Ford dealer of his choosing access his situation.  All Ford Manufactured parts come with a 2 year unlimited mileage warranty that is good at any Ford or Lincoln repair facility. 
 
Shannon S**    
Service Manager
Titus-Will Ford

Dear Ms. [redacted],
Thank you for taking the time to contact PetSmart regarding your experience in our store.  I was very sorry to hear about your visit and interaction with one of our managers.  I have asked our store manager [redacted] to contact you regarding your visit so he may...

gather some further detail and assist in resolving.
Thank you again for letting us know.
Sincerely,
[redacted]

Hi [redacted],
Thank you for reaching out to PetSmart. I escalated this to our Product Specialist and was informed that as of today, we have processed a good will refund on your aquarium.  We thank you for bringing this matter to our attention.
Sincerely,
Coral

Dear Ms. [redacted],Thank you for contacting PetSmart via the Revdex.com.  We feel bad that you had a bad experience in our store.  We use [redacted], a national third party vendor to authorize and process our checks.  For privacy reasons they are unable to share any...

information about this incident with us.  They can be contacted at [redacted]  or via phone at ###-###-####.  Sincerely,[redacted]

Dear [redacted],Thank you for contacting PetSmart.  We were sorry to hear about your experience at our store.  In resarching your transaction we found that a return was processed on 4/6/15 and the credit balance was applied to another purchase during that transaction.Sincerely [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.It's very unfortunate that Petsmart's response is so incorrect.The only reason we are disputing this entire bill and our stay with the Petsmart hotel is because what [redacted] did ingest was from the hotel and even stated from employee [redacted] that it was something from the counter that caused her to be sent to the hospital.and that was not her only stay there the next day both of our dogs were transferred to the Petsmart hospital for blood in their stools as I have recorded messages from staff stating that fact. Our problem with this stay and our bill was that both of our animals were harmed, left unattended, and put in danger while staying at the Petsmart hotel. If staff had not been so in adequate our dogs wouldn't have had to endure so much pain and suffering at the Petsmart hotel. As to the bill, we only were able to pick up the animals because the store manager stated our bill would be void and to not worry about the charges. So now 6 months later it's very inconsistent that we now get a call about an unpaid bill! 
Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There is not any reason that this poor dog, [redacted], should have been left in this condition.  I am providing you pictures that were taken within 24 hours of picking him up from the groomer.  The reason that your resolution is not suitable is because the wounds have healed due to the time that has passed.  My son and I have taken care of him.  We would not have let the wounds go and become infected!  [redacted] suffered greatly.  I believe the groomer left [redacted] in this condition because my son ignored her from a previous work place.  The reason that I believe this is she called my son, [redacted], while she was grooming [redacted].  She said that she was in the process, but might have to leave some around his head.  [redacted] said it was nice to speak to her and that would be fine.  There was NEVER any mention that she might not be able to finish from that point or she might have to consult a vet, etc.  This happened after she spoke to [redacted] on the phone. 
Regards,
[redacted],phd Cand

Dear [redacted]We are extremely sorry for your experience.  We take matters like this seriously and will conduct an immediate investigation to your claim.  Can you please let us know which [redacted] location this occurred so we can follow up? [redacted] from our Pet Safety team has...

reached out to you for more details. He can be reached at [redacted]Sincerely, [redacted]