Puppies N Love

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.On December 20th, 2013 I did take my puppy to [redacted], not my vet as Animal Kingdom claims.  [redacted] is one of eight Veterinary’s that were on a list given to my by Puppies N Love 2 on the date of my purchase.  According to the sales clerk and the paperwork, one of these eight clinic must see our puppy in order for the warranty to be affective.  Again this is NOT my personal vet as stated by Animal Kingdom in their response as well as what they stated on the Channel 3 news on January 6, 2014 (Please see attached form.)  Again please not that my puppy vomited twice at the store on the purchase day as well as had a runny nose.  All were addressed to the store staff.  When taken to the [redacted] it was made clear to monitor my puppy for URI and Parvo.  If the runny nose persisted we would bring him back.  Of which we did on December 22, 2013 and he was placed on antibiotics for URI .  Also on that day I called the store in regards to this issue and spoke to Anne and was instructed that I had to notify the warranty company and it was no longer the stores problem.  I asked to speak to a manager and was told, "he is busy right now."  The next day I appeared in person and spoke to a gentleman [redacted] who stated he was the store manager.  I explained the situation and his response he would file the paperwork to the warranty company for me, speak to [redacted] about the phone call and gave me vitamin C powder to add to the puppy’s water to boost the immune system.  I then explained my concern for the other 13 puppies that were in the Kennel with our puppy and was informed my puppy was the only puppy that was sick the others were fine.  No records were submitted to the warranty company until 12/26/2013 at 16:59 (please see photo attached.)On 12/26/2013 I returned to the Puppies N Love 2 petstore and was then informed  by Ashley the assistant manager that the remaining puppies in the kennel with Maximus my puppy were now in “Resp” and receiving antibiotics and breathing treatment.  It was on this day that I also took the paperwork and she faxed them to the warranty company for me.  At this time she also gave me [redacted] from the corporates office phone number.  On 12/27/2013 I called and left 2 messages for [redacted] of which none were returned.  That evening I posted a review on the Puppies N Love [redacted] page at 4:49PMThat evening I posted a review on the Puppies N Love [redacted] page at 4:49PM stating, “ I will never buy from the again.  I purchased my puppy last week and in that week I have over $600 in vet/medication bills as they sold me a puppy with pneumonia.  They don’t back their warranty and state pretty much I have to deal with the warranty company to try to get my money back but there is no guarantees.  When I went in to the store to speak to them the assistant manager then informed me that the reason why the kennel he was in was being cleaned was because all 14 puppies that were in the kennel with my puppy now all have respiratory issues but it’s not their fault their vet missed it on my puppy.”  At 5:47PM I received a call from [redacted] stating that she just seen my post on [redacted] and could I explain what was going on.  [redacted] who stated she was ahead of the all 5 stores had no clue about my puppy or the other sick puppies at the store.  She asked me if I wanted to return my puppy for a refund of which I told her was not an option.  She then stated I could drop him off at the store for a few weeks while their vet took care of him.  At this time I told he that option was ridiculous as not only had I already purchased all the medication from the vet but to me it would be like dropping your child off at the hospital and telling them to call you when he was better.  I explained to her how my children are devastated that their puppy is going to die and it made Christmas hard to enjoy.  That this situation has not been your typical excited for your new puppy experience.  That I was disgusted on how the store responded to the situation and the customer service I received was poor.  I also informed her that our family felt that all their company does is sell puppies and once they receive their money they could careless.  [redacted] told me that is not the case at all and that she was calling from home so she did care.  [redacted] called twice the following day asking how the puppy was and repeatedly asking if we wanted to return him or bring him in for a few weeks and was repeatedly told no.I don’t feel that offering to take a customers puppy for a few weeks is a considerable option.As explained to [redacted] and [redacted], returning our puppy or giving him to them for a few weeks for treatment was not a considerable option.  We have made this clear from day one and it is unacceptable that they are unable to realize that a puppy recovers better in their loving home.  This was repeatedly explained to [redacted] at ever conversation. I was asked per the Warranty Company to wait until Jan 2, 2014 for Maximus’s follow up appointment for their accounting purposes.  If treatment was continued then we would discuss from there.  I notified Amy at the warranty company of his continued treatment as well as sent her all the doctors notes and bills.  I have not discussed my claim with them since. Due to the lack of responsibility to completing customer service as well as reporting incorrect information about my this situation by [redacted] on the Channel 3 News on 1/6/2014, I have requested that all communication with this company, [redacted] and/or their staff be via email. I feel that what Animal Kingdom offered and t they feel is a solution is disgusting.  At no time other than referring to the warranty company has this company offered any financial reimbursement.  As of today we are still waiting for [redacted], the owner to follow up with us as he promised on 12/31/2013. We feel that the company has their money so now it is up for the warranty company to take care of any other financial matters.  I have more expenses than what can be claimed to the warranty company including the puppy getting our other adult sick, who is now placed on antibiotics as well.  All this information was sent to [redacted] via email on 1/7/14 at 2:24PM and I am still waiting to hear a reply.  [redacted] claims repeatedly that “We stand behind the pets that we sell and we will be sure Mr and Mrs [redacted] will get the reimbursement that they are due,” but we have not heard a response in regards to any other expenses that we have occurred beyond what the warranty company is supposed to pay.  There is no guarantee the entire bills will be reimbursed in full as we are at the discretion of the warranty companyRegards,[redacted]

[redacted] is one of many referral veterinarians, although the customer is free to select any veterinarian they prefer to take their puppy to. If they choose to take their pet to one of the referral veterinarians the first office visit is offered at no charge.  This is typically a $40-60 charge depending on the office they choose.  We offered ti care for her pet to prevent financial hardship or contaminating others pets.  [redacted] declined this offer several times and chose to treat her new pet herself and submit her claim to the warranty company.  We do not pay for additional such as other pets contacting the virus, gas, or her time to care for the pet.  Every customer is given the PAWS warranty to cover medical treatment for the animal they purchased from us.  [redacted] claims that she left me two voicemails for me to contact her back. I received one voicemail left after hours and without knowing about the voicemail I contacted her that evening.  [redacted] spoke to her and she also left him a message to call her back which I had already been doing and let [redacted] know that I was taking over the situation. Therefore he did not call her back.l  [redacted] spoke to her husband and he let him know that "we" would contact them back.  I have continually kept in contact with this customer and did not see reason to have everyone else doing so as well.  My last attempt to call [redacted] and see how the pup is doing and if she had any questions I was informed they would no longer accept phone calls from me.  She then sent me an email demanding we reimburse her for the following items, that are not covered by her warranty.Mileage to Vet (31.6 miles round trip)12/22/13 -31.6 miles x 0.56/mile=$17.6912/26/13 -31.6 miles x 0.56/mile=$17.6912/29/13-31.6 miles x 0.56/mile=$17.691/2/14 -31.6 miles x 0.56/mile=$17.691/3/14-31.6 miles x 0.56/mile=$17.691/6/14-31.6 miles x 0.56/mile=$17.69Total=$106.14Vet Fees1/3/14-$152.70 (jordan’s exam/treatment of URI Medical/ IV Nursing Level (IV & Antibiotic Injections)-$26.00/dose12/29/13 (1-injection, 1-SVN)=$26.0012/30/13 (1-IV, 2-injections, 2-SVN)-26.00 x 2=$52.0012/31/13  (1-IV, 2-injections, 2-SVN)-26.00 x 2=$52.001/1/14     (1-IV, 2-injections, 2-SVN)-26.00 x 2=$52.001/2/14 (1-injection, 1-SVn) -$26.00=$26.001/3/14 (2-injections, 2-SVN)-26.00 x2 =$52.001/4/14 (2-injections, 2 SVN)-26.00=26.00 x2= $52.001/5/14 (2-injections, 2 SVN)-26.00=26.00 x2 =$52.001/6/14 (2 SVN)=$26.001/7/14 (2SVN)=$26.00Total=$416.00Loss of Work 12/22/13 ([redacted]) 3 hours @ $17/hr=$51.0012/26/13 ([redacted]) ½ day @ $115.38Total=$166.38Again, we do not cover such expenses.  We offered to accept the puppy back for full refund or to take the puppy back temporarily to restore him to good health.  [redacted] opted to keep the puppy and treat the puppy on her own.  Therefore she must assume some of the responsibility for the time and gas required to complete this task.  I have been in contact with the warranty company several times a week to make sure they are taking care of her claim.  From what I know and from [redacted]'s statement she is very pleased with the warranty companies service.

Wonderful place. Great employees. Always rembr your dogs name.

After reviewing the complaint we could not find a purchase transaction with [redacted] at any of our locations. ...

She is welcome to contact our corporate office with questions and information on her concerns at anytime.  The ordinance passed in Tempe on 2/11/2016 with a 90 period open for revision. We handle each consumer complaint or concern with the up most care now and before we became an accredited Revdex.com Business.  We have responded to each with facts showing that we followed Arizona Puppy Lemon Laws and beyond.  The Source of our puppies is transparent as anyone may attain this information at anytime.  Also each puppy has a health certificate required by federal law when transported into Arizona.
The term “Puppy Mill” is a term that describes a substandard breeder.  Before we purchase any puppy we do a thorough investigation of their breeding practices that include; USDA reports, onsite visits, pictures, vet documents, and building relationships.
We are proud to have an A+ business rating and will continue our exemplary customer service to maintain our standing. 
I am happy to answer any questions the Revdex.com may have in regards to our business practices.

My husband and bought out puppy from Puppies N Love back in July of 2015 and could have been happier with our experience. Our puppy was the runt of the litter and caught a puppy cold, so we weren't able to take her home when we purchased her. The employees were so kind to us and our new addition to our family as she recovered. We went and visited her every day and witnessed first hand the huge amount of care they showed toward her. They called her by the name we chose and cuddled with her when we couldn't come visit. Not only were they kind to her when she was in the store, but after we brought her home, they still check up on her and want to hear of her progress. They provided us with a lot of information on her breed and where she came from. The store was very clean and the puppies all seemed very happy. I would highly suggest purchasing a puppy through them.

My partner and I have been going into Puppies N Love at the PV mall for years while we contemplated purchasing a puppy. The staff has always been very helpful and friendly. A few years ago, we stopped in to take a look at a Wheaten Terrier and fell in love with him! I can't remember the employee's name, but she sat with us in one of the rooms with the puppy and gave us a lot of information on purchasing, and taking care of, a new puppy. Unfortunately, we weren't ready to buy a puppy at the time. Since then, we have often stopped into Puppies N Love hoping to see some more Wheatens. A few weeks ago, we stopped in to find that there were several Wheatens available. Kim was amazing. She took us into the puppy room, let us play with him, and gave us a lot of helpful information. Two days later, our little Wheaten puppy (Teddy) came home with us and we couldn't be happier with him! Thank you, Kim! We love him!

I have bought 2 cats and 2 dogs over the last 15 years from PV Mall location, all animals have been great! Our latest purchase was in November 2015 a Golden Retriever. Loni has always looked out for me and her customer service has been amazing!

My wife & I got a Pomeranian puppy at Puppies N Love at PV Mall. We had such a wonderful experience with this store and its staff!
I would highly recommend them to anyone looking for a dog. We couldn't be happier with our decision to get our puppy there.
Thanks again
Chris S.
We

I had such an amazing, stress free experience when purchasing my puppy from Puppies & More.
They have gone above and beyond in helping me with my new puppy and all that goes along with this new endeavor.

Me and my boyfriend got our first puppy from here and he is the cutest thing in the world! We love him very much and he is very healthy!! I would recommend everyone to get a puppy from here!

We bought our dog at Puppies N Love about 12 years ago. This was the only pet store that I would buy a dog at. It was always clean and they had the best breeders. I always check into this before I would even consider buying a dog from a retail store. They recommended a veterinarian and I still use that doctor to this day. I also bought their dog food which was manufactured in AZ. It would be a shame to put them out of business.

We have been overly impressed with the customer service, attention to detail, and the upbeat and friendly attitudes of the staff at Puppies N Love in the PV Mall. We adopted a beautiful Zuchon from their location as well as many beauty and hedging products. The Store manager Loni has helped us so much in puppy training our new little girl.

We have also been impressed by neumerius staff, always greeting every customer with a smile and keeping their store super clean. I have NEVER heard ANY frustrated customers because they do their best to keep everyone happy.

Customer Service - 10/10

Cleanliness - 10/10

Product Availability - 10/10

Advice and Help - 10/10

Puppies N Love is the best pet store I have been to. Loni made the impossible seem possible in just a few short phone calls. Now myself and my husband can have the best friend forever hoped we would find. Thanks Puppies N Love.

Please see attachments

I would like to express that Puppies N Love location at Paradise Valley Mall is an exceptional store. Management ensures upkeep, ensuring Associates are well trained in nurturing the puppies along with their customers. Very friendly and inviting environment for all ages.

We bought our puppy at the Puppies N Love location in the Paradise Valley mall . I credit their wonderful staff for his great disposition, he gets along with everyone. They spend a lot of time with all of their puppie working with them. They have puppy playtime allowing the puppies to play together and become socialized. It's obvious that they love their puppies and this is not just a job for them.

My fiancé and I purchased a dog a few weeks ago and couldn't be happier! Formerly known as Bagel (now known as Duke) is a Basset / Beagle mix. The Puppies N Love staff were very knowledgeable with any questions we had and you could tell that they truly did love and take care of all of the animals as if they were their own! I promised to bring the pup back in in a few weeks so they could see him again! Highly recommend this company to anyone looking for a loving addition to their family!

While many are skeptical of purchasing an animal from a pet store, I can assure you that Puppies N Love at Paradise Valley Mall is one of those places that is different than the rest.

We purchased our German Shepard from them and it was nothing but a pleasant and rewarding experience. Our dog is healthy and cared for and you know all the dogs there are loved. The staff is knowledgeable and attentive to you. You really leave there feeling like family.

They take care of the animals and make sure you are 100% satisfied before you leave with a new family member. They give you information on the breeders and all the dogs vet exams. They are very thorough.

I highly recommend this business if you are looking for a purebred dog and not having luck finding one elsewhere.

I honestly can't thank Puppies N Love enough for my "fur-kid." The professional staff and high quality dogs are incredible.

Two years ago we lost our beloved dog "Zeus." He was part of our family for almost 14 years. My family was heart broken. We began visiting Puppies N Love at Paradise Valley Mall to help us, especially my children, with the grieving process. After a year of visits, we found Trixie. She has healed our hearts and changed our lives.

THANK YOU, THANK YOU Puppies N Love!

I purchased two beautiful golden retrievers from puppies-n-love at the paradise valley mall in March, and I plan on purchasing another puppy in the future from the same store. I was referred to puppies-n-love from another couple who purchased 3 puppies from the same store and we all live in Ahwatukee. All the employee's at puppies-n-love are awesome. Their friendliness with everyone and watching how they care for all the puppies is wonderful. The store is super clean and the puppies are well cared for given much attention. The atmosphere of this store and the employees make it fun. Though I live a great distance away I often bring my puppies to visit. Everyone who comes into the store is greeted with huge smiles from the employee's whether your there to purchase a puppy or to visit the puppies. My puppies I purchased from this store came from excellent breeders and I recommend puppies-n-love to anyone who is looking for a new puppy.