PLAYFUL PETS

------- Forwarded message ----------From: Playful Pets Date: Mon, Aug 22, at 2:PMSubject: Complaint ID#: [redacted] To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>Playful PetsW Ridge PikeConshohocken, PA 19428P- ###-###-####F- ###-###-#### Revdex.comNorth Front StreetHarrisburg, PA 17102P- ###-###-####F- ###-###-#### Attention: [redacted] Complaint ID#: [redacted] August 9, To Whom It May Concern: We contacted the customer and told her that she will receive a refund of her money after we receive the registration paper, pedigree, and letter from her vet stating that the puppy is unfit for saleWe have received the registration and pedigree papersOnce the letter comes, we will be sending a check to the customer in the amount of $(less the money we have already reimbursed her)If you have any further questions please do not hesitate to contact us Sincerely, Samuel M***, OwnerBethAnn Neuschwander, Manager

6/11/2017To Whom It May Concern:On 5/21/2017, [redacted] came into our store with his girlfriend, [redacted] Upon entering our facility the couple walked around for quite a while, admiring our puppiesAfter some time, they approached our manager, MissBethAnn N [redacted] , at the sales counter and asked if they could see our Siberian Husky puppy, ***, in one of our playrooms, so that they could have some one on one time with himMissN [redacted] had our sales associate, MsRonda L***; take the puppy to the playroom for the youngcouple to seeEvery so often MsL [redacted] would go over to see how the puppy was doing, and if the young couple had any questions.After spending a pretty decent amount of time with the puppy, [redacted] *** and [redacted] decided that they wanted to purchase the puppyTo which they purchased for $1699, plus food and vitamins which were $all together, sales tax was $103.62, the whole purchase came to $If the puppy had a serious life threatening illness, which their puppy does not, the purchase price of the puppy, which is $1699, would be all that [redacted] is entitled to by PA Puppy Lemon Law (reimbursements do not include food, vitamins or sales tax)Now, if all of our puppies were sick, and we had a room designed specifically to “put dogs down that wouldn't be good for sale”, why did [redacted] and [redacted] decide to buy the puppyAlso, if that was the case, why would they also trust us enough to take the puppy back? The answer, [redacted] is a fabricator, and will door say anything to try to get his wayThey are young, they are in or fresh out of school, they did not know, or fully understand the responsibilities of owning a puppy and tried to fabricate a very elaborate story so that they could return the puppy, I digress.At time of sale, MsL [redacted] and MissN [redacted] went over each individual page with [redacted] and [redacted] (documents enclosed), first of which goes over feeding instructions, has general information about the puppy, and has a section at the bottom where customers sign stating that they understand that, “we do not reimburse for worms, parasite, ear infections/mites, diagnostic tests, or vet visits." To which [redacted] signed, stating he understood.The next page was more detailed; stating what shots the puppy has received, the treatments/preventions, micro-chip number, registration number, full name/registration numbers of puppy’s parents, full name/usda number/address of their puppy's breeder, puppy‘s date of birth, and both veterinarian checks the puppy received, one before he even arrived here and one after he came to our facility.Next page is our year warranty that states only upon certification of a serious illness or defect are reimbursements made; also reimbursements do not included any fees for diagnostic test/veterinarian visits, or PA sales tax, as per PA lawOur warranty also states that puppies are not returnable due to personalissues, to which [redacted] signed, stating he understood not only our obligations, but his obligations and responsibilities as a new pet parentThis is why [redacted] *** and [redacted] had to fabricate such an elaborate story to try to return the puppy.Anyway, the next page is the puppy‘s veterinarian checkOur veterinarian, Dr [redacted] ***, with [redacted] Veterinarian Hospital in Blue Bell, comes in every Thursday to check our puppiesOn 5/4/2017, Dr [redacted] checked ***, and cleared him, stating on her signed veterinarian check that there was NSF (no significant findings), meaning the puppy was fit for purchaseAt time of sale, [redacted] and MsL [redacted] signed the bottom of the veterinarian check, stating that he understood what we had just explained to him as well.Next, was the micro-chip enrollment form, the puppy's pedigree (with the puppy‘s parents, grandparents, great grandparents, and great great grandparents), and then the latest USDA kennel inspection of their puppies breeder, which states “No non~compliant" meaning that when the government went into the breeders facility they found absolutely no violations, parents were healthy, puppy’s were healthy, facility was clean, and veterinarian checks were up to dateAnd last but not least we have all of our customers read through and home, if the customers have any questions, comments or concerns about their new puppy, and if they need any help with training or things of that natureOn 5/23/2017, MissH [redacted] called [redacted] as a courtesy to see how his puppy was making outStarting the conversation, [redacted] stated that the puppy was doing very well, that there was nothing going on, very playful, eating and drinking plentyAfter continuing with the conversation [redacted] then stated that the puppy was coughing, had a sneeze, had some vomiting and diarrheaMiss.H [redacted] was a little taken back; [redacted] had just stated the puppy was fine with no problems, then only after MissH [redacted] asking, did [redacted] state that there were some problemsWe are wondering, if MissH [redacted] would have just ended the conversation when he stated the puppy was doing very well and there wereno problems, would [redacted] have ever mentioned anything?After MissH [redacted] heard this, she told [redacted] to take the puppy to our veterinarian, [redacted] Veterinarian Hospital, immediatelyAfter hanging up with [redacted] ***, MissN [redacted] called [redacted] to let them know that [redacted] *** should be on his way to them, and that our facility will be covering his billAt that time, [redacted] informed Miss, N [redacted] , that [redacted] would be boarding the puppy while away on vacation, MissN [redacted] at that point told [redacted] that anything that had to do with my puppy’s cough would be paid forby us, however the boarding would have to be paid for by [redacted] ***That day, 5/23/2017, Dr [redacted] ***, at [redacted] Veterinarian Hospital, saw ***, now ***They ran parvo tests, because of the vomiting and diarrhea came back negativeThey took radiographs of the puppy’s chest to check for pneumonia, coughThe puppy was sent home with days worth of medication, there is no way the puppy was finished his medication in only days.After MsL [redacted] hung up with [redacted] ***, MissN [redacted] called [redacted] to make sure that the puppy did go to them when MissH [redacted] told *** *** to take him [redacted] informed us that the puppy was seen on 5/23/2017, that nothing serious was found, just a slight cough, that the puppy was sent home with medications because he seemed to be very alert and there were no clinical signs for them to feel the puppy needed to be held at that time, also that ***'s family was bringing the puppy back in a couple days because they were going away on a mini vacation and they didn't feel comfortable leaving the puppy with someone while the puppy was on medicationsAt no time were there ever any indications of the puppy being "terminally ill”.On 5/26/2017, MissH [redacted] called [redacted] to speak with him to see what exactly was going on because we were all a bit confused [redacted] told MissH [redacted] that he did taken the puppy to the veterinarian 5/23/and that they would be taking the puppy back to be boarded on 5/27/2017, also that he did receive medications for the cough, that we were not out of medications, and that it wasn't his mother who called, it was his girlfriendThis was no accurate, [redacted] stated that her son bought the puppy, and after being explained the situation stated that there must have been some kind of miscommunication between her and her sonAlready the fabrications were starting.On 6/7/2017, [redacted] called our facilityHe was very irate, disrespectful, arrogant, immature, and just down right rude [redacted] was screaming at our owner, MrSamuel M***, refusing to speak to him calmly, andthen hung up on our ownerWithin a minute later, [redacted] called back, Miss, N [redacted] answered the phone, “Playful Pets, how can l help you?“ [redacted] replied, "Can I speak to Sam?" MissN [redacted] asked, “Can I askwho’s calling?” [redacted] responded, “No.” MissN [redacted] hung up the phone [redacted] continued to call back repeatedly, each time acting very childish, refusing to state his name or the issue he was having, and each time, MissN [redacted] hung up the phoneFinally one of the last times [redacted] *** called, MissN [redacted] told [redacted] that if he did not state at least what his issue was, that we would not be trying to continue a conversation with him, or try to help him with whatever problem he seems to be having.While on the phone with MissN [redacted] , [redacted] was extremely ignorant, disrespectful (calling MissN [redacted] a ***), immature, and rude [redacted] stated that the puppy had pneumonia and that he wanted to return the puppy for half of his moneyMissN [redacted] explained to [redacted] that we would need documentation stating that the puppy has pneumonia before any reimbursement decisions were made [redacted] got even more irate, stating that the puppy had pneumonia when he had taken the puppy to our veterinarian, which is a fabrication (enclosed is a copy of the veterinarian notes from his time of visit on 5/23/2017)MissN [redacted] asked [redacted] that if the cough persisted, why he didn't take the puppy back to [redacted] for his follow up like he was supposed to [redacted] stated that Dr [redacted] never told him to do that, to which is another fabricationOn 5/26/ [redacted] informed MissN [redacted] that [redacted] was told to come back for a follow up by not only Dr***, but also the receptionist [redacted] also told MissN [redacted] that the puppy was board at the hospital while they were away on vacationIf at any point this puppy was “terminally ill”, why weren't we notified earlier then 6/7/by not only [redacted] ***, but our own Veterinarian Hospital.At the end of the conversation, [redacted] did not get any less ignorant; in fact he became more primitive the longer the conversation wentMissN [redacted] told [redacted] that if the puppy was seen by another veterinarian other than [redacted] , and he had to purchase more medication for the puppies cough, that he needs to send us the bills so that we could reimburse him for what he needed to buy, and also that we needed documented proof that the puppy was diagnosed before any reimbursements can be madeBy PA law, thecustomer must notify us within business days of illness, and they also must provide us with written documentation of illnessNeither of which was ever given to usHe then began to scream more and demanded to speak to our owner, MrM*** [redacted] gave MrM [redacted] an ultimatum, either they can bring the puppy back and receive half their money, or he will take this to courtMrM [redacted] choose the latter, and [redacted] hung upOn June 10, 2017, we received a letter from the Revdex.com, with a fabricated story made up by [redacted] and [redacted] (letter enclosed), trying to slander our business, and our owner nameOn 6/12/2017MissN [redacted] contacted [redacted] Veterinarian Hospital and spoke with Dr [redacted] ***Dr [redacted] informed MissN [redacted] that [redacted] was sent home with medications for a cough 5/23/2017, however was seen again 5/27/for boarding and at that time was significantly better then when initially seen, was extremely playful, even/thing was clear, still on medication but was doing so well they even updated the puppies vaccinations while in their facilityDr [redacted] also informed MissN [redacted] that the puppy was in their care from 5/27/to 5/31/2017, and while there seemed perfectly healthy, no issues noted.Since this interaction, [redacted] still has the puppy; [redacted] has still never provided us with anything documentation regarding a diagnosis on his puppyHe has never sent us any documentation stating that any of his claims are true, or even that he ever took the puppy to any other veterinarian besides ours, which we paid forTo our knowledge, [redacted] hasn’t paid a single bill towards the cough of this puppy since he purchased him; this has been covered by our facilityThis child does not deserve any money back for this puppy, there is nothing wrong with his puppy, and has never shown any proof that there is anything wrong with his puppy, [redacted] and [redacted] can not handle the puppy, that is the reason they want their money back, and puppies are not returnable do to personal issuesSo now that [redacted] has decided to slanderour facility, fabricate this story, with no proof of anythingMrSamuel M***, would like a written apology and retraction of his statements, or this matter will be taken to our legal departmentSincerely,Samuel MOwner Beth N, Manager

PLEASE PLEASE PLEASE DO NOT GIVE YOUR BUSINESS TO THIS COMPANY!!!!!!!!!!!!!!!!!I If I could give a rating for negative stars I WOULD! I have never experienced such HORRIBLE customer service as I did at Playful PetsWe have been looking to get my little sister a puppy to help her get through an on going medical condition that she has been struggling withWe took her to Playful Pets earlier in the week to take a look around and she fell in love with two puppiesAfter looking around elsewhere she wanted to choose between the twoWe took her back tonight to take some time to play and see which one she felt a connection with so she can make a decisionAs soon as we walked into the store the vibe was completely negativeThe owner and the girl who worked there did not greet any of us or offer to helpI asked the owner if we could take the two out to spend some time with them before making a decision and his response was, "well are you planning on taking one home?" I was taken back at first by his rudeness towards me but let it slide because my sister was so excitedAfter spending some time with each puppy she fell in love with one of themI walked over to ask the girl worker how much the puppy was and the price was EXTREMELY over pricedAfter talking it over with my parents they decided due to the inflated price to hold off and look a few more places with reasonable pricesBefore we called it quits here I asked the owner if they have any discounts or sales going on because I could see how upset my sister was leavingHis response to me was "why should I give you a discount?" I could not believe how disrespectful he was being to a WOMAN who was obviously interested in doing business with himHe said that he knows I was not planning on buying a dog from the moment I walked inI was so shocked that an owner of a business would talk to a potential customer like thisAfter going back and forth with rude remarks and disrespectful slurs I ended up just walking outNot only did he ruin this fun and exciting experience for me, he ruined it for my little sister who has been looking forward to this for weeks nowAside from being treated the way I was, this place was also very dirty and the poor puppies reeked of uridid the entire storeIt does not look like they clean the cages very often eitherWhen I looked them up on Yelp I saw all the other negative reviews this place receivedI wish I did my homework before even goingI feel awful for those poor puppies and it makes me so upset because we could of given one of them such a nice and loving home

April 5, 2017To Whom It May Concern:On March 1, 2017, [redacted] and [redacted] purchased a female Maltese puppy from our location, Playful Pets. When the [redacted] family first came into our location, they were greeted at the door by both our store manager, Miss. Beth Ann N[redacted] and our sales...

associate Miss. Paige H[redacted], While in our store, Miss. N[redacted] escorted the [redacted] family to one of our playrooms so that the [redacted] family could have some one on one time with a puppy that had showed interest in. While in the playroom, the [redacted] family was catered too by our sales associate and our store manager, answered every question that they had, and carrying on a casual conversation with them, as our sales Staff would do with any other customer.While the [redacted] family was in the playroom with our Maltese puppy, Miss. N[redacted] had received a phone call from a previous customer, an elder woman who had purchased a Yorkshire Terrier from our store a couple weeks prior. She had called to talk to Miss. N[redacted] about her puppy and how well she was doing, but also she was lonely, her husband had recently past away and she needed someone to talk too. Miss. N[redacted] thought it rude to hang up on this woman in her time of need, so Miss. H[redacted] had come to assist the [redacted] family right after she was done feeding the puppies. Again, as we have before, we apologized for them having to wait another 5 minutes.During the time of sale, there were absolutely no visible or diagnosable signs that the puppy had or would start a cough. While the [redacted] family was here, the puppy was active, eating, playful, did show signs of a cough, sneeze, running nose, no vomiting or diarrhea. If the puppy was showing any of these symptoms while here, the [redacted] family would have never purchased her. We are not psychics, we can not predict that a puppy can develop an issue, that is why we inform customers at time of sale of things to look out for, Miss. H[redacted] during the time of sale went over the puppies shot record, the Veterinarian check, our 2 Year Warranty, a page going over Kennel Cough, a page going over Hypo-Glycemia, and our final read and initial page (all documents enclosed) that we have all customers go over to see if they have questions before they leave. Which the [redacted] family did not.On March 3, 2017, Miss H[redacted] called the [redacted] family to see how the puppy was doing as a courtesy call; Miss. H[redacted] has a call sheet that she goes through with each customer, so that she could document their replies and concerns. Other than [redacted] expressing a slight concern that the puppy was constipated and she didn't feel like the puppy was drinking enough water, [redacted] stated that the puppy was doing well and that they were pleased with their purchase. Miss. H[redacted] gave [redacted] a couple of home remedies and then asked how the puppy was doing otherwise. [redacted] expressed to Miss. H[redacted] that the puppy was not showing any signs of cough, or sneezing, the puppy had no vomiting or diarrhea, that the puppy was eating and definitely not lethargic because she was very active and playful, Miss. H[redacted] ended the conversation with [redacted] that if she had any other questions, comments or concerns to please give us a call immediately.On March 7, 2017, [redacted] called our facility and spoke to Miss, H[redacted] again. **. [redacted] told Miss. H[redacted] that the puppy had started a cough and that they had taken the puppy to their Veterinarian and he had prescribed the puppy medication. Miss. H[redacted] told **. [redacted] to send us the bill and that we would be happy to reimburse him for any medications he had to purchase for the puppy’s cough. **. [redacted] said he would email us the bill, which we did not receive.On March 9, 2017, Miss. Beth Ann N[redacted] received an email from [redacted], stating that the puppy was in the hospital with pneumonia, along with the original vet bill that he was supposed to email us 2 days prior, and a letter from the New Jersey Attorney General’s office that he also had 2 days prior. I find it curious that he had done this before there was even a major issue with his puppy, **. [redacted] then called our facility and spoke to Miss. Paige H[redacted], stating that the puppy's cough had gotten worse and that the puppy was currently being hospitalized. **. [redacted] was rude and irate, stating that he wanted to give us a heads up because his wife was going to call to “raise hell”.Shortly after receiving this phone call, Miss. N[redacted] decided to cali [redacted] to get the whole story because it seemed as though **. [redacted] was in too much of a flustered state to be able to have a rational conversation. [redacted] explained to Miss. N[redacted] that during the first "sick visit" for the puppy, their veterinarian never had chest X-rays done of the puppy to make sure and conclusively say that the puppy had no more than kennel cough, which we now know, it did. There was no proper diagnosis of the puppy done to conclusively say that the puppy only had kennel cough, pneumonia doesn't happen over night, there would have been some sort of signs of it brewing on an X-ray, Any proper veterinarian who knows that a puppy had come from a kennel environment would have done chest x-rays to make sure that the cough was nothing more then Kennel Cough, maybe if proper testing was done, this issue would have never escalated to this magnitude.After speaking to [redacted], [redacted] N[redacted] asked if it would be ok for her to speak to the veterinarian who was hospitalizing the puppy, [redacted] gave Miss. N[redacted] permission. Miss. N[redacted] then called and spoke to their Veterinarian, he stated that chest x-rays were never done because he didn't feel they were necessary, which we now know they were. Miss. N[redacted] also spoke to one of the kennel technicians who stated that the puppy was coughing pretty badly but stable. Miss. N[redacted] asked the kennel technician if the puppy was stable enough to be moved to our veterinarian, so that our veterinarian could treat the puppy at no cost to the [redacted] family. The kennel technician had put Miss. N[redacted] on hold, to speak to the veterinarian. After returning to the phone, the kennel technician stated that the veterinarian permission for the puppy to leave, stating that the puppy was stable enough to be moved.Miss. N[redacted] then called [redacted] immediately and explained to her that the veterinarian stated that the puppy was stable enough to be moved, and to please take the puppy to our veterinarian right away so that we could treat the puppy at no cost to her. [redacted] agreed and took the puppy out of their hospital and straight to ours. Now, their vet bill was $694.04 for only one day, the puppy stayed at our veterinarian, [redacted]. Animal Hospital, for four days. If the puppy would have stayed at their veterinarian for four more days, their veterinarian bill would have been $3,470.20 (estimated), which we would have only been obligated to reimburse them what they paid for the puppy, which was $1899, meaning that the [redacted] family would have still had to pay $1571.20 out of pocket. So when they say we forced them to take the puppy, we see it as saving them the money, time and energy to pay for, what could have been, and extremely expensive vet bill.After the [redacted] family had picked up their Maltese puppy from our veterinarian, we heard nothing from the family, assuming all was well with their fur baby and that everything was satisfied, Miss. N[redacted] received an email from [redacted], asking where his reimbursement was. Miss. N[redacted] called [redacted], because hers was the only number listed on the [redacted] family’s paperwork, to explain to her, due to the amount of money we had spent on their puppy through our veterinarian, there would be no more reimbursement. [redacted] stated that she would tell her husband. Not to long after Miss. N[redacted] and [redacted]’s conversation, **. [redacted] sent Miss. N[redacted] a hateful, dishonest email. And then later proceeded to put dishonest and hateful reviews on our pages, and also had made fake accounts to add more dishonest and hateful reviews.While the puppy was at [redacted] Animal hospital, she accumulated a $1103.00 veterinarian bill (documents enclosed), not including the pre-diagnostic testing preformed by our veterinarian that our boss, Mr. Samuel M[redacted], had paid out of pocket, which was approximately $300, but also a $205.00 veterinarian bill for the [redacted] family to go back for their follow up vet visit to make sure that the puppy was getting better. As per Pennsylvania Puppy Lemon Law, which is also stated in our warranty that the [redacted] family signed (documents enclosed), if the puppy should come down with an illness, the store must treat said illness at no cost to the customer, which is exactly what we had done.Also according to Pennsylvania Puppy Lemon Law, the pet store is only obligated to reimburse for up to the purchase price of the puppy, our store spent $1,608.00 to have this puppy well again. We do not feel that anymore money is owed in this case; we did exactly as we were supposed to as per law. The difference between what we paid for the betterment of the [redacted] families Maltese and the purchase price of the puppy is $291.00. However, due to the rude, irate and horrendous behavior exhibited by **. [redacted], we do not [redacted] that anymore reimbursement is owed. We did as we were Supposed to by law, nothing more should have to be done. As we have stated before and numerous times to the [redacted] family, we apologize for this unfortunate event and any inconvenience this may have caused them and we sincerely hope that their forever fury friend is doing well, and that they are enjoying her every single day.Sincerely,Mr. Samuel M. Owner Miss Beth Ann C.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

------- Forwarded message ----------From: Playful Pets <PlayfulPets@[redacted].com>Date: Mon, Aug 22, 2016 at 2:04 PMSubject: Complaint ID#: [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Playful Pets115 W Ridge...

PikeConshohocken, PA 19428P- ###-###-####F- ###-###-#### Revdex.com1337 North Front StreetHarrisburg, PA 17102P- ###-###-####F- ###-###-#### Attention: [redacted]Complaint ID#: [redacted] August 9, 2016 To Whom It May Concern:             We contacted the customer and told her that she will receive a refund of her money after we receive the registration paper, pedigree, and letter from her vet stating that the puppy is unfit for sale. We have received the registration and pedigree papers. Once the letter comes, we will be sending a check to the customer in the amount of $1405.21 (less the money we have already reimbursed her). If you have any further questions please do not hesitate to contact us.  Sincerely, Samuel M[redacted], OwnerBethAnn Neuschwander, Manager

6/11/2017To Whom It May Concern:On 5/21/2017, [redacted] came into our store with his girlfriend, [redacted]. Upon entering our facility the couple walked around for quite a while, admiring our puppies. After some time, they approached our manager, Miss. BethAnn...

N[redacted], at the sales counter and asked if they could see our Siberian Husky puppy, [redacted], in one of our playrooms, so that they could have some one on one time with him. Miss. N[redacted] had our sales associate, Ms. Ronda L[redacted]; take the puppy to the playroom for the youngcouple to see. Every so often Ms. L[redacted] would go over to see how the puppy was doing, and if the young couple had any questions.After spending a pretty decent amount of time with the puppy, [redacted] and [redacted] decided that they wanted to purchase the puppy. To which they purchased for $1699, plus food and vitamins which were $27.98 all together, sales tax was $103.62, the whole purchase came to $1830.60. If the puppy had a serious life threatening illness, which their puppy does not, the purchase price of the puppy, which is $1699, would be all that [redacted] is entitled to by PA Puppy Lemon Law (reimbursements do not include food, vitamins or sales tax). Now, if all of our puppies were sick, and we had a room designed specifically to “put dogs down that wouldn't be good for sale”, why did [redacted] and [redacted] decide to buy the puppy. Also, if that was the case, why would they also trust us enough to take the puppy back? The answer, [redacted] is a fabricator, and will door say anything to try to get his way. They are young, they are in or fresh out of school, they did not know, or fully understand the responsibilities of owning a puppy and tried to fabricate a very elaborate story so that they could return the puppy, I digress.At time of sale, Ms. L[redacted] and Miss. N[redacted] went over each individual page with [redacted] and [redacted] (documents enclosed), first of which goes over feeding instructions, has general information about the puppy, and has a section at the bottom where customers sign stating that they understand that, “we do not reimburse for worms, parasite, ear infections/mites, diagnostic tests, or vet visits." To which [redacted] signed, stating he understood.The next page was more detailed; stating what shots the puppy has received, the treatments/preventions, micro-chip number, registration number, full name/registration numbers of puppy’s parents, full name/usda number/address of their puppy's breeder, puppy‘s date of birth, and both veterinarian checks the puppy received, one before he even arrived here and one after he came to our facility.Next page is our 2 year warranty that states only upon certification of a serious illness or defect are reimbursements made; also reimbursements do not included any fees for diagnostic test/veterinarian visits, or PA sales tax, as per PA law. Our warranty also states that puppies are not returnable due to personalissues, to which [redacted] signed, stating he understood not only our obligations, but his obligations and responsibilities as a new pet parent. This is why [redacted] and [redacted] had to fabricate such an elaborate story to try to return the puppy.Anyway, the next page is the puppy‘s veterinarian check. Our veterinarian, Dr. [redacted], with [redacted] Veterinarian Hospital in Blue Bell, comes in every Thursday to check our puppies. On 5/4/2017, Dr. [redacted] checked [redacted], and cleared him, stating on her signed veterinarian check that there was NSF (no significant findings), meaning the puppy was fit for purchase. At time of sale, [redacted] and Ms. L[redacted] signed the bottom of the veterinarian check, stating that he understood what we had just explained to him as well.Next, was the micro-chip enrollment form, the puppy's pedigree (with the puppy‘s parents, grandparents, great grandparents, and great great grandparents), and then the latest USDA kennel inspection of their puppies breeder, which states “No non~compliant" meaning that when the government went into the breeders facility they found absolutely no violations, parents were healthy, puppy’s were healthy, facility was clean, and veterinarian checks were up to date. And last but not least we have all of our customers read through and home, if the customers have any questions, comments or concerns about their new puppy, and if they need any help with training or things of that nature. On 5/23/2017, Miss. H[redacted] called [redacted] as a courtesy to see how his puppy was making out. Starting the conversation, [redacted] stated that the puppy was doing very well, that there was nothing going on, very playful, eating and drinking plenty. After continuing with the conversation [redacted] then stated that the puppy was coughing, had a sneeze, had some vomiting and diarrhea. Miss.H[redacted] was a little taken back; [redacted] had just stated the puppy was fine with no problems, then only after Miss. H[redacted] asking, did [redacted] state that there were some problems. We are wondering, if Miss. H[redacted] would have just ended the conversation when he stated the puppy was doing very well and there wereno problems, would [redacted] have ever mentioned anything?After Miss. H[redacted] heard this, she told [redacted] to take the puppy to our veterinarian, [redacted] Veterinarian Hospital, immediately. After hanging up with [redacted], Miss. N[redacted] called [redacted] to let them know that [redacted] should be on his way to them, and that our facility will be covering his bill. At that time, [redacted] informed Miss, N[redacted], that [redacted] would be boarding the puppy while away on vacation, Miss. N[redacted] at that point told [redacted] that anything that had to do with my puppy’s cough would be paid forby us, however the boarding would have to be paid for by [redacted]. That day, 5/23/2017, Dr. [redacted], at [redacted] Veterinarian Hospital, saw [redacted], now [redacted]. They ran parvo tests, because of the vomiting and diarrhea came back negative. They took radiographs of the puppy’s chest to check for pneumonia, cough. The puppy was sent home with 10 days worth of medication, there is no way the puppy was finished his medication in only 3 days.After Ms. L[redacted] hung up with [redacted], Miss. N[redacted] called [redacted] to make sure that the puppy did go to them when Miss. H[redacted] told [redacted] to take him. [redacted] informed us that the puppy was seen on 5/23/2017, that nothing serious was found, just a slight cough, that the puppy was sent home with medications because he seemed to be very alert and there were no clinical signs for them to feel the puppy needed to be held at that time, also that [redacted]'s family was bringing the puppy back in a couple days because they were going away on a mini vacation and they didn't feel comfortable leaving the puppy with someone while the puppy was on medications. At no time were there ever any indications of the puppy being "terminally ill”.On 5/26/2017, Miss. H[redacted] called [redacted] to speak with him to see what exactly was going on because we were all a bit confused. [redacted] told Miss. H[redacted] that he did taken the puppy to the veterinarian 5/23/2017 and that they would be taking the puppy back to be boarded on 5/27/2017, also that he did receive medications for the cough, that we were not out of medications, and that it wasn't his mother who called, it was his girlfriend. This was no accurate, [redacted] stated that her son bought the puppy, and after being explained the situation stated that there must have been some kind of miscommunication between her and her son. Already the fabrications were starting.On 6/7/2017, [redacted] called our facility. He was very irate, disrespectful, arrogant, immature, and just down right rude. [redacted] was screaming at our owner, Mr. Samuel M[redacted], refusing to speak to him calmly, andthen hung up on our owner. Within a minute later, [redacted] called back, Miss, N[redacted] answered the phone, “Playful Pets, how can l help you?“ [redacted] replied, "Can I speak to Sam?" Miss. N[redacted] asked, “Can I askwho’s calling?” [redacted] responded, “No.” Miss. N[redacted] hung up the phone. [redacted] continued to call back repeatedly, each time acting very childish, refusing to state his name or the issue he was having, and each time, Miss. N[redacted] hung up the phone. Finally one of the last times [redacted] called, Miss. N[redacted] told [redacted] that if he did not state at least what his issue was, that we would not be trying to continue a conversation with him, or try to help him with whatever problem he seems to be having.While on the phone with Miss. N[redacted], [redacted] was extremely ignorant, disrespectful (calling Miss. N[redacted] a [redacted]), immature, and rude. [redacted] stated that the puppy had pneumonia and that he wanted to return the puppy for half of his money. Miss. N[redacted] explained to [redacted] that we would need documentation stating that the puppy has pneumonia before any reimbursement decisions were made. [redacted] got even more irate, stating that the puppy had pneumonia when he had taken the puppy to our veterinarian, which is a fabrication (enclosed is a copy of the veterinarian notes from his time of visit on 5/23/2017). Miss. N[redacted] asked [redacted] that if the cough persisted, why he didn't take the puppy back to [redacted] for his follow up like he was supposed to. [redacted] stated that Dr. [redacted] never told him to do that, to which is another fabrication. On 5/26/2017 [redacted] informed Miss. N[redacted] that [redacted] was told to come back for a follow up by not only Dr. [redacted], but also the receptionist. [redacted] also told Miss. N[redacted] that the puppy was board at the hospital while they were away on vacation. If at any point this puppy was “terminally ill”, why weren't we notified earlier then 6/7/2017 by not only [redacted], but our own Veterinarian Hospital.At the end of the conversation, [redacted] did not get any less ignorant; in fact he became more primitive the longer the conversation went. Miss. N[redacted] told [redacted] that if the puppy was seen by another veterinarian other than [redacted], and he had to purchase more medication for the puppies cough, that he needs to send us the bills so that we could reimburse him for what he needed to buy, and also that we needed documented proof that the puppy was diagnosed before any reimbursements can be made. By PA law, thecustomer must notify us within 2 business days of illness, and they also must provide us with written documentation of illness. Neither of which was ever given to us. He then began to scream more and demanded to speak to our owner, Mr. M[redacted]. [redacted] gave Mr. M[redacted] an ultimatum, either they can bring the puppy back and receive half their money, or he will take this to court. Mr. M[redacted] choose the latter, and [redacted] hung up. On June 10, 2017, we received a letter from the Revdex.com, with a fabricated story made up by [redacted] and [redacted] (letter enclosed), trying to slander our business, and our owner name. On 6/12/2017Miss. N[redacted] contacted [redacted] Veterinarian Hospital and spoke with Dr. [redacted]. Dr. [redacted] informed Miss. N[redacted]that [redacted] was sent home with medications for a cough 5/23/2017, however was seen again 5/27/2017 for boarding and at that time was significantly better then when initially seen, was extremely playful, even/thing was clear, still on medication but was doing so well they even updated the puppies vaccinations while in their facility. Dr. [redacted] also informed Miss. N[redacted] that the puppy was in their care from 5/27/2017 to 5/31/2017, and while there seemed perfectly healthy, no issues noted.Since this interaction, [redacted] still has the puppy; [redacted] has still never provided us with anything documentation regarding a diagnosis on his puppy. He has never sent us any documentation stating that any of his claims are true, or even that he ever took the puppy to any other veterinarian besides ours, which we paid for. To our knowledge, [redacted] hasn’t paid a single bill towards the cough of this puppy since he purchased him; this has been covered by our facility. This child does not deserve any money back for this puppy, there is nothing wrong with his puppy, and has never shown any proof that there is anything wrong with his puppy, [redacted] and [redacted] can not handle the puppy, that is the reason they want their money back, and puppies are not returnable do to personal issues. So now that [redacted] has decided to slanderour facility, fabricate this story, with no proof of anything. Mr. Samuel M[redacted], would like a written apology and retraction of his statements, or this matter will be taken to our legal department. Sincerely,Samuel M. Owner Beth  N, Manager

February 7, 2014
To Whom It May Concern:
On January 18, 2014 [redacted]. [redacted] purchased a Soft Coated Wheaten Terrier from our store Playful Pets located in [redacted] PA, through [redacted], for $1,324 (which is all the customers are entitled to if...

there is a congenital issue). She and her husband had come into our store on multiple occasions stating that they wanted to purchase a puppy and that they wanted to use the Financing. They were hesitant in using the financing because they did not know what the payments a month were going to be, to which our store manager, **. [redacted] stated to them that it would be based on their credit and that we would not know the amount until the purchase goes through, **. [redacted] also stated to them that if they were to pay the financing off in 90 days it will be interest free, so she told them if they divided the amount by three and paid it off in 3 months they would have their payments. [redacted]. [redacted] and her husband then began to look around our store and try to decide on which puppy they wanted to purchase, to which they settled on the Soft Coated Wheaten Terrier, but stated to both, **. [redacted] and **. [redacted], Owner, that they needed to sleep on it and talk it over.
A couple of days later **. [redacted] came back into our store and decided to purchase our Soft Coated Wheaten Terrier, which we had in our possession for approximately one week, having no signs or symptoms of having any kind of problem, While the sale was going through, [redacted]. [redacted] was standing directly behind [redacted], [redacted] while she was putting the deal through the [redacted]. All along the way telling **. [redacted] what the payments were going to be and over what amount of time. **. [redacted] agreed to these payments by signing digitally and seeing for herself what the payments were going to be through [redacted]. If [redacted]. [redacted] did not know what she was signing, then why did she sign it?
Approximately a week after the [redacted] s purchased the puppy, [redacted]. [redacted] called and stated that the puppy has a slight cough and she had taken it to the Veterinarian to which they prescribed her medications. **, [redacted] told her to fax the bill and we will be happy to reimburse her for the medications that she had to purchase, **. [redacted] agreed and sent us the bill via email. We received the bill the next day, and we were about to send a check out to the [redacted]'s when **. [redacted] called again a few days later stating that the puppy went back to the Veterinarian, and this time they think that the puppy has a genetic disease called Megaesophagus, After [redacted]. [redacted] stated this issue to **. [redacted], **, [redacted] told [redacted]. [redacted] that we were going to need x-rays and a letter from the Veterinarian stating that Megaesophagus was the issue, **.[redacted] also told [redacted]. [redacted] that we, Playful Pets, were entitled to a second opinion, to which [redacted]. [redacted] agreed and said that she would get the paper work needed for us,
A few days later **. [redacted] called and spoke to our owner, **. [redacted], telling **. [redacted] that he had done x-rays on the puppy and that he didn’t know what to do with the puppy. **. [redacted] told **. [redacted] that we would help him out if it came down to the puppy truly having Megaesophagus, and **. [redacted] also told **, [redacted] that he would have to get a second opinion to make sure and that when **. [redacted] got a letter from his Veterinarian confirming that Megaesophagus was the issue that we would do everything in our power to help. After that conversation **, [redacted] agreed to get all the paperwork that we needed to be able to help him out, which includes x-rays, and a letter signed by his Veterinarian confirming the illness. A few days later **. [redacted] called our store and spoke to **. [redacted] stating that he no longer wanted the puppy and also stated that he has the necessary documentation and x-rays, to which **, [redacted] then told **. [redacted] to bring the puppy in with all of its documentation.
When **. [redacted] showed up to our store, he had in his hand the puppy and some paperwork. The only paperwork he had to show us was the Vet bill that his wife had already emailed us, and an estimate of how much x-rays were going to cost, also stated on that bill x-rays were not done, that the x-rays needed to be done, to which **. [redacted] asked **. [redacted] “were the x-rays not done?” **. [redacted] then answered by stating “No he did not have the money to do the x-rays ” Then **. [redacted] asked for the letter from his Veterinarian, to which **. [redacted] stated that his Veterinarian will not sign off stating that it is Megaesophagus without doing x-rays. **. [redacted] then told **. [redacted] that there is nothing we can do without the diagnosis to which **. [redacted] already said he had. We consulted our Veterinarian, Dr. [redacted], who stated to **, [redacted] that a Veterinarian can not diagnosis a puppy with Megaesophagus without performing x-rays. **. [redacted] told **. [redacted] that he has to get that letter and the x-rays in order for us to be able to help him, and that when he did we would like to have our Veterinarian look as well for a second opinion. **. [redacted] then took the puppy and his paperwork and left the store, stating that he will get the proper things he needed to be able to return this puppy,
**, and [redacted]. [redacted] have no proper paperwork, letter, diagnosis, or conformation that this puppy has a defect; we can not do anything without this paperwork. **. and [redacted]. [redacted] refuse to get us what we need in order to help them, so there is nothing we can do, until they do so. Our 2 year Warranty covers the customer only if they get a diagnosis, we can not just go on the customers word, we need a physical letter signed by their Veterinarian stating the problem and we also have to have the puppy seen by our Veterinarian as well, obliviously they do not have a letter because as **, [redacted] previously stated to us that their Veterinarian does not know what the problem is without x-rays and will not sign off on it without them either. Attached you will find the [redacted]’s Warranty (highlighted for your convenience), to which the [redacted]s have the signed copy, which is signed by both [redacted]. [redacted] and **. [redacted]. In our Warranty it states that “if the customer’s vet finds any congenital defect within the first 30 days, the customer MUST PROVIDE PLAYFUL PETS WITH WRITTEN DOCUMENTATION OF SAID DEFECT, and the customer must provide the puppy to be examined by Playful Pets consulting veterinarian for confirmation of the defect.” That being said there is nothing that we can do without this documentation, to which [redacted]. [redacted] agreed to have by signing our Warranty.
We hope that this is what you needed from us at this time, if you require any other information, please do not hesitate to contact us.
Sincerely,

Review: I purchased a puppy from Playful Pets on 1/18/14. The pet store has a 2 year health guarantee and also guarantees the health of the animal at the time of purchase. Immediately after purchase we realized the puppy is sick. The puppy had not been to the store's vet in over 6 weeks before we purchased it and did not have up-to-date shots. It was throwing up, under weight, had double ear infections, kennel cough, and now esophagus and intestinal proble**. We have had 6 vet consultations in 2 weeks time and have spent over $300. We called the pet store and the owner, Sam, told my husband to bring the dog back and we would have our money refunded (we took our a loan through the pet store so the loan would be cancelled). When my husband brought the puppy back then Sam changed his story and said another test (xrays which are $300) would be necessary as "proof" of illness, regardless of the fact that we brought all of our vet invoices with descriptions to the store with the dog. We've offered the dog to be checked by the pet stores vet and again we were told we need xrays as proof of illness. This puppy has multiple complicated issues that may not be fully discovered within the first 30 days after purchase, but we have enough documented with our vet for Playful Pets to realize this puppy is sick and falls under their warranty. (See their warranty on their website- http://www.playful-pets.net/our-warranty.html)

Additionally, Sam at Playful Pets has been extremely rude and degrading to his customers. We were signed up for a loan without seeing any financial ter** and conditions, repayment amounts or interest before we signed the loan docs.Desired Settlement: We would like Playful Pets to take back the puppy and have our loan dissolved. We would also like the vet fees we paid out to be refunded to us.

Business

Response:

February 7, 2014

To Whom It May Concern:

On January 18, 2014 [redacted] purchased a Soft Coated Wheaten Terrier from our store Playful Pets located in [redacted] PA, through [redacted], for $1,324 (which is all the customers are entitled to if there is a congenital issue). She and her husband had come into our store on multiple occasions stating that they wanted to purchase a puppy and that they wanted to use the Financing. They were hesitant in using the financing because they did not know what the payments a month were going to be, to which our store manager, **. [redacted] stated to them that it would be based on their credit and that we would not know the amount until the purchase goes through, **. [redacted] also stated to them that if they were to pay the financing off in 90 days it will be interest free, so she told them if they divided the amount by three and paid it off in 3 months they would have their payments. [redacted] and her husband then began to look around our store and try to decide on which puppy they wanted to purchase, to which they settled on the Soft Coated Wheaten Terrier, but stated to both, **. [redacted] and **. [redacted], Owner, that they needed to sleep on it and talk it over.

A couple of days later **. [redacted] came back into our store and decided to purchase our Soft Coated Wheaten Terrier, which we had in our possession for approximately one week, having no signs or symptoms of having any kind of problem, While the sale was going through, [redacted] was standing directly behind [redacted] while she was putting the deal through the [redacted]. All along the way telling **. [redacted] what the payments were going to be and over what amount of time. **. [redacted] agreed to these payments by signing digitally and seeing for herself what the payments were going to be through [redacted]. If [redacted] did not know what she was signing, then why did she sign it?

Approximately a week after the [redacted] s purchased the puppy, [redacted] called and stated that the puppy has a slight cough and she had taken it to the Veterinarian to which they prescribed her medications. **, [redacted] told her to fax the bill and we will be happy to reimburse her for the medications that she had to purchase, **. [redacted] agreed and sent us the bill via email. We received the bill the next day, and we were about to send a check out to the [redacted]'s when **. [redacted] called again a few days later stating that the puppy went back to the Veterinarian, and this time they think that the puppy has a genetic disease called Megaesophagus, After [redacted] stated this issue to **. [redacted], **, [redacted] told [redacted] that we were going to need x-rays and a letter from the Veterinarian stating that Megaesophagus was the issue, **.[redacted] also told [redacted] that we, Playful Pets, were entitled to a second opinion, to which [redacted] agreed and said that she would get the paper work needed for us,

A few days later **. [redacted] called and spoke to our owner, **. [redacted], telling **. [redacted] that he had done x-rays on the puppy and that he didn’t know what to do with the puppy. **. [redacted] told **. [redacted] that we would help him out if it came down to the puppy truly having Megaesophagus, and **. [redacted] also told **, [redacted] that he would have to get a second opinion to make sure and that when **. [redacted] got a letter from his Veterinarian confirming that Megaesophagus was the issue that we would do everything in our power to help. After that conversation **, [redacted] agreed to get all the paperwork that we needed to be able to help him out, which includes x-rays, and a letter signed by his Veterinarian confirming the illness. A few days later **. [redacted] called our store and spoke to **. [redacted] stating that he no longer wanted the puppy and also stated that he has the necessary documentation and x-rays, to which **, [redacted] then told **. [redacted] to bring the puppy in with all of its documentation.

When **. [redacted] showed up to our store, he had in his hand the puppy and some paperwork. The only paperwork he had to show us was the Vet bill that his wife had already emailed us, and an estimate of how much x-rays were going to cost, also stated on that bill x-rays were not done, that the x-rays needed to be done, to which **. [redacted] asked **. [redacted] “were the x-rays not done?” **. [redacted] then answered by stating “No he did not have the money to do the x-rays ” Then **. [redacted] asked for the letter from his Veterinarian, to which **. [redacted] stated that his Veterinarian will not sign off stating that it is Megaesophagus without doing x-rays. **. [redacted] then told **. [redacted] that there is nothing we can do without the diagnosis to which **. [redacted] already said he had. We consulted our Veterinarian, Dr. [redacted], who stated to **, [redacted] that a Veterinarian can not diagnosis a puppy with Megaesophagus without performing x-rays. **. [redacted] told **. [redacted] that he has to get that letter and the x-rays in order for us to be able to help him, and that when he did we would like to have our Veterinarian look as well for a second opinion. **. [redacted] then took the puppy and his paperwork and left the store, stating that he will get the proper things he needed to be able to return this puppy,

**, and [redacted] have no proper paperwork, letter, diagnosis, or conformation that this puppy has a defect; we can not do anything without this paperwork. **. and [redacted] refuse to get us what we need in order to help them, so there is nothing we can do, until they do so. Our 2 year Warranty covers the customer only if they get a diagnosis, we can not just go on the customers word, we need a physical letter signed by their Veterinarian stating the problem and we also have to have the puppy seen by our Veterinarian as well, obliviously they do not have a letter because as **, [redacted] previously stated to us that their Veterinarian does not know what the problem is without x-rays and will not sign off on it without them either. Attached you will find the [redacted]’s Warranty (highlighted for your convenience), to which the [redacted]s have the signed copy, which is signed by both [redacted] and **. [redacted]. In our Warranty it states that “if the customer’s vet finds any congenital defect within the first 30 days, the customer MUST PROVIDE PLAYFUL PETS WITH WRITTEN DOCUMENTATION OF SAID DEFECT, and the customer must provide the puppy to be examined by Playful Pets consulting veterinarian for confirmation of the defect.” That being said there is nothing that we can do without this documentation, to which [redacted] agreed to have by signing our Warranty.

We hope that this is what you needed from us at this time, if you require any other information, please do not hesitate to contact us.

Sincerely,