Puppy Love, Inc.

Review: I went to PuppyLove about two months ago, I got approved for up to $5, 000.00. So, I picked out a Shih-tzu it came to be a little over $2, 000.00 after financing it came out to be a little over $5, 000.00 So basically almost triple. I was fine with the price. I gave the employee my debit card because she said the first payment would be due that day for $155. We talked about a form that said it would be automatically tooken out of my bank account, I said no. So the lady said as long as I crossed it out with an X and signed my initial beside it the company they finance through would not take any money out of my account. So, everything was fine. Well a couple days passed and I got a call from the finance company saying if I didn't want it to automatic draft my bank acount I would have to pay a $200 processing fee. I said no, that is not what I was told. I have all the paperwork. So I called PuppyLove and spoke to the manager and she said its fine just come there to pay my first payment, because obvisouly she knew she had messed up. SoI went there friday and the first payment was $155 so I told her I wanted to make it an even $200 she said okay, well she had no idea what she was doing so she called someone on the phone and said "hey, the lady with the shih-tzu is here to pay her first PAYMENT" so, I gave her my debit card once again and she ran in for $200. Well here comes this month, and I sign up to pay it online with the financial buisness, so I log on and look over my payment hisyory and NONE of my payments are listed and it says I'm late, that I owe $311 well I called the finance customer service just to verify they had not recieved any payments, they said no, and to contact PuppyLove. So, thats what I did and the same lady that took my money answered so I asked her where is the money I paid? Her response after "uhhh hold on let me get someone else on the line" and then coming back because the other person didn't want to speak to me either because they knew they messed up and they were acting very weird.. like they were trying to cover something up.. she said "well, that was the processing fee for it to not be took out of your bank account" I told her numerous times she did not say that even when I was making my first payment she said it was my first payment not a processing fee. So basically she lied and manipulated me to take the $200 without me knowing. I do not think that is a joke, or something to lie about. I am now out $350.00 and still owe all of my payments because the whole puppy love buisness has no idea what they are doing. I refuse to do any more buisness with this company!! They are not apologetic at all. Never once did she say sorry I messed up, or it was all a confusion. No, because they all scammed me out of my money and they knew what they were doing. Honestly, at this point I don't want the cash back. All I want is to return the dog and never deal with this company ever again!! This is the most horrible experience I've had in my life. I was pretty disgusted looking puppy love up and finding out the owner is a criminal and has charges because he doesn't dispose of dead animals the correct way!! I think this company needs to be shut down or someone else needs to take it over.Desired Settlement: Honestly, I do not want the $350.00 I've already gave this buisness, I will call that a lost amd mov on. But I refuse to pay anymore money, All I want to do is return the dog and move on from dealing with this place!

Business

Response:

To Whom it May Concern in response to

Revdex.com complaint [redacted],

Thank you for contacting me about this

incident. I have spoken with the staff and management of Puppy Love

and the finance company [redacted] to get a better understanding of the

issue Ms. [redacted] has brought to your attention. Despite the confusion

regarding her first payment and the ACH refusal fee there is no

viable reason under our contract to return/reimburse Ms. [redacted] for

the puppy that she purchased nearly two months ago. Ms. [redacted]'s

puppy was very healthy. As stated and agreed in our contract with

her, only a serious health concern within the first ten days of

purchase, not almost two months later, would be the only reason for a

refund through our company.

Puppy Love, Inc has placed the Shih Tzu

puppy purchased by [redacted] into our [redacted] re-homing

program, as Ms.

[redacted] requested. We

would never want one of our puppies to be a burden to their new

family or end up in an animal shelter. It is our understanding that

Ms. [redacted] has worked out an arrangement with the finance company.

Sincerely,

Christopher Foschini

President Puppy Love, Inc

5/26/14

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased a dog from this store in 2013. When I purchased him I was told that he was a pure bred Shih Tzu. I began to realize that my dog did not look like this bred and decided to run a DNA test ([redacted]) to find out if in fact he was a pure bred. I received my results today and was told that he is in fact a mixed breed (Lhasa Apso/Shih Tzu Cross). This would not bother me had I not paid over $1200.00 for a pure bred dog. I have documentation- a signed contract stating that my dog is a pure bred by the store and the DNA results paperwork.Desired Settlement: I would like for everyone to be aware of the dishonest and slimy practices of this store! I am appalled and would like to receive at least 50% of my money back! If not, I will gladly take this to court out of the principal of this matter.

Business

Response:

To Whom it May Concern.I have faith that this statement from the manufacturer of the DNA test attached to this response will resolve this complaint. Dog DNA tests were never intended to be used to verify that a dog is a purebred dog, but rather to identify certain genetic markers shared by a diverse pool of breeds. Shih Tzus and Lhasa Apsos both originated in Tibet and share nearly identical genetic markers due to their common history. Dog DNA results have no legal standing in verifying or disproving a dog's breed. As with any pet store, a puppy can only be sold as the breed designated by the breeder. In this case the puppy was a Shih Tzu registered through the American Canine Association, as were both of the parents. Thank you for your time and understanding,[redacted]General ManagerPuppy Love, Inc.

Review: Puppy Love charged me 1200.00 for a dog sold as healthy. The dog I received was NOT healthy. Two hernias, (requiring surgery) a heart murmur, an upper respiratory infection and an ear infection. First complaint I asked for a reduction in the price I paid, since I paid that price for a HEALTHY dog which was denied. Counter offer was they would pay for the future surgery if I paid for anesthetia and the surgery occurred when dog was spayed, therefore forcing my to spay/neuter my animal. Second complaint I asked for full refund under the VA Consumer Protection Act do to the deleterious condition of the animal, that was denied and they attempted to counter with a 3 year warranty which we refused. The dogs prior to sale vet records were then requested, we were refused these files which by law are supposed to be kept at point of sale. After I contacted Animal Control, Puppy Love was contacted by Animal Control and stated they would provide those records in two days. I have not yet received them, will be requesting them again today. Filing civil and possible criminal charges against Puppy Love at the Roanoke City magistrate this afternoon with my attorney.Desired Settlement: Full Refund, or reduction of dog to under 400.00 and continued payment of surgery.

Business

Response:

6-24-2013 Although the complaint is not totally accurate we are in the process of working out a resolution with the customer. Note, we are not required by law to provide any records for well baby check ups if the vet didn't find any problems or preform any surgeries. The vet didn't find anything wrong with this puppy and apparently now it doesn't have a heart murmur either as claimed by the purchasers. At no time were the records refused to customer. There were no findings so we didn't have a copy. We immediately contacted the breeder for copies and passed onto the purchaser. Customer was not charged for antibiotic which we paid for directly to vet for said cold. Our warranty specifically states that hernias are not covered. As per code a congenital defect must be considered deleterious or in other words a condition that is harmful or will make something worse than it is. A hernia is not life threatening and very common, it also poses no other threats to the animal and usually the animal grows out of them. They are also easily repaired as well which we had also offered reimbursement for. It must have so small that the prior vet nor ourselves ever saw that a hernia was even present. Our feelings are that this is a case of buyer remorse and that the buyer is trying cleverly to get out of the contract with us. As per our contract we have completely upheld our side of the agreement. Sincerely, Puppy Love Inc .'

Consumer

Response:

I find the Puppy Love business response very displeasing and inaccurate, and certainly do not accept the response. Never was Puppy Love in "process of working out a resolution" with me, they remained steadfast in their refusal for a reduction or refund, until I arrived with an "unfit for purchase letter", from a veterinarian-which under the VA Consumer Act forces them to offer me a refund or a replacement dog.[redacted] 3.2-6514. Consumer remedies for receipt of diseased animal upon certification by veterinarian A. If, at any time within 10 days following receipt of an animal described as being registered or capable of being registered with any animal pedigree organization and subject to this chapter, a licensed veterinarian certifies such animal to be unfit for purchase due to illness, a congenital defect deleterious to the health of the animal, or the presence of symptoms of a contagious or infectious disease, the pet dealer shall afford the consumer the right to choose one of the following options: 1. The right to return the animal and receive a refund of the purchase price including sales tax; or 2. The right to return the animal and to receive an exchange animal of equivalent value from the dealer, subject to the choice of the consumer. The refund or reimbursement required by this section shall be made by the pet dealer not later than 10 business days following receipt of a signed veterinary certification as provided in § 3.2-6515. Acts 2008, c. 860, eff. Oct. 1, 2008. HISTORICAL AND STATUTORY NOTESDerivation:?Acts 1984, c. 492, § 29-213.50; Acts 1987, c. 488; § 3.1-796.80.? [redacted]Which they were still unwilling to follow correctly because their final offer consisted of either a $600.00 discount, or a refund of the price the dog. Not that I would EVER take another animal from them, but this just goes to show what difficulty this business has with following the rules. They then state that they are not required by law to "provide any records for well baby check ups if the vet did not find any problems etc..", Also incorrect and inconsistent in accordance with the VA Consumer Protection Act, **§ 3.2-6512. Sale without pet dealer's animal history certificate violation of Consumer Protection Act; contents of certificate: "The pet dealer's animal history certificate shall be signed by the pet dealer, his agent or employee, and shall contain the following information: #5. If the animal has been so examined, the date on which the animal has been examined by a licensed veterinarian, the name and address of such veterinarian, and a brief statement of any findings made; " ** Unfortunately, I was unable to gain access to this record until I sent my husband to the store to raise a stink, called Animal Control to have them intervene, and wait an additional 3 days from the 4 I had already been without this document from the purchase date. For a document I should have gotten on the date of purchase!! The business clearly states in their reply to you, that b/c there were no findings that they did not have a copy: Another violation! For all information to be contained in the Animals History Certificate (which they were missing plenty), is to be kept on site for the period of one year, yet Puppy Love clearly states they were without a copy. I feel that they could have used that extra time to do whatever they wanted to the prior to sale vet records, seeing as how the copy I receieved stated VERY little, but that the animal was healthy, does not match up with when I called the vet in Ohio who's signature was on the document, he said he remembered a Brussels Griffon presenting with an incipient hernia who was supposed to go back to the breeder, I believe this may very well be the puppy I received. Puppy Love then goes on in their reply to, in my opinion discredit my claim where as the heart murmur is concerned, however it was THEIR VETERINARIAN that initially reported the presence of the heart murmur. ([redacted] Clinic) In order to keep the puppy with hernias, I would have to keep constant watch to the bulges in her abdomen to make sure they did not protrude any farther, which could cause them to become strangulated ergo cutting of blood supply, becoming an immediate medical emergency for the animal. I am 6 months pregnant and find that outrageous to accomplish, this is not what I paid good money for. I paid 1200.00 for a family pet to love and enjoy, not a defective animal I would need to keep constant medical watch on for at least 6 months until she could have the hernia surgery. In the two options Puppy Love presented to me after I presented the unfit for purchase letter, they offered a 600.00 discount to "more than cover any medical expenses associated with the puppy in its current state", also stating it would void the prior signed document to pay 100% of the dog's hernia surgery cost if the surgery occurred at the same time as spaying. 600.00 to more than cover any medical expenses???! The hernia surgery estimated cost from my vet was a total of 1020.00. I found this offer more than insulting, and did return the puppy for 1260.00. (Purchase total plus tax) And as if everything else I have been through with this so called business wasn't enough, I firmly believe the business treated me wrong at the time of refund by not refunding the 75.00 I spent on microchip installation in the dog and activation. Just more money they got from me and I have nothing to show for it. They told me at the time of refunding the 1260.00, they couldn't refund that $75 b/c the microchip registration couldn't be transferred to another person, WRONG! Also they told me very clearly that if I returned the dog the dog would be sent back to the breeder and euthanized. I didn't much believe that when I heard it, just another underhanded tactic by Puppy Love, but for my case for the additional 75.00, why would you need to transfer a microchip registration to a deceased dog??? I am still out 370.00 just by doing business with this company and absolutely nothing to show for it but an unfit for purchase letter ($55.00 for vet visit to attain), a sick feeling in the pit of my stomach, and a really sad feeling knowing I had to give LuLu back to these people.

Business

Response:

The dog was refunded on 6-25-2013. We have a signed agreement with the customer to this fact. (see enclosed agreement) The customer did not provide at any time PER THE TERMS OF THE PURCHASE AGREEMENT AND ANIMAL HISTORY CERTIFICATE, WHICH SHE DID GET, (THATS THE AGREEMENT WITH US WITH ALL THE SHOTS AND WORMINGS ON IT AND SIGNED BY HER AND THE SALES PERSON) any statement from any vet saying the animal was unfit for purchase until the cooked up one at the end of this fiasco. At that time the purchase price of the dog and sales tax was refunded. I will not be responding to anymore false accusations from this person or any future requests from the Revdex.com with regards to this matter. I have been in business for 24 years and never have had anyone quite so unreasonable. Living things aren't always perfect and we understand this. It is our intent, job and responsibility to love and take care of the imperfect ones also. The customer also refused to bring in the registration papers for this dog, said she accidentally threw them away. Since the dog was healthy with a minuscule hernia, we chose to rehome the dog to a loving family, one that would accept this minor flaw instead of sending back to the breeder. I was amazed to see how fat, happy, playful, full of energy and bright eyed this little puppy was. We are pleased that LuLu will now get the love she deserves! No vet in their right mind would charge over $1000 to repair a hernia and chances were the puppy would have grown out of this on its own and not have any need for surgery. At most, a hernia repair is between $100-$300 and usually preformed when the animal is neutered/spayed. Sincerely, Puppy Love Inc

Consumer

Response:

I have reviewed the response offer 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.1- I most certainly did provide the unfit for purchase letter and delivered personally to Puppy Love, where I requested and obtained a signature upon delivery of this document. I would be happy to provide the Revdex.com a copy of these documents at any time. 2- I would also be happy to re-obtain and forward the estimate I received from VintonVeternarian hospital stating the double hernia surgery would cost approx 650$, the anesethia approx 145$, and the neutering surgery approx 300$ (Puppy Love stated in our first agreement they would only pay for the hernia surgery if I did it at the time of neutering, and I footed the bill for anesthia). 3- The fact that Puppy Love clearly states that LuLu the Brussles Griffon puppy " was fat, healthy & happy" when she was returned : and I have documents from three veterinarians stating how UNHEALTHY she was when I received her, only goes to show why I felt passionate enough to contact the Revdex.com & try and make others aware of this disgraceful business. I spent the time, love & money to restore this dog to where she should have been when she was purchased. 4- As for the papers Puppy Love mentions not receiving, no where in my return contract, during the phone conference prior to the return, nor the return of the dog itself was any of the Dog's paperwork requested. It was over two days later, when in fact I contacted Puppy Love with an inquiry was it first mentioned they needed any paperwork. And we have clearly told them twice, we had no logical reason to keep papers on a dog we no longer own. I can't understand where they're getting that they accidentally got thrown away. But I found it quite insulting that throughout this whole ordeal we tried countless times to reach the owner, yet when he needed something from us he was on my voicemail within 30 minutes. If this is not a dishonest business then I don't know what is! 5- Lastly, the Revdex.com was not our first course of action. We tried repeatedly to come to an amicable conclusion with Puppy Love. We just did not want to pay full price for a dog who was in no way shape or form 100% healthy. And it wasn't just one health issue, or two, but 5 health issues that were found by veterinarians and brought to my attention. I received 1260.00 for the price of the dog + tax. I never saw the 75.00 in fees they charged me for the dog being microchipped before I even first saw her. The vet bills, roughly 90.00 I had to pay to get the dog checked out & healthy as I could get her- gone. I've lost a sweet dog, over 165.00 of my hard earned money, & countless hours of my time all bc I made the horrible decision to walk into Puppy Love and purchase a pet for our family. This is NOT a good business, they don't DO good business, and shouldn't be allowed to operate like this. Thank you for all your time.