Puppy Love

To Maureen Shea,
background-color: #ffffff; font-family: Arial;">We have reviewed this complaint carefully and spoken to Mr. Yorkshaitis today as well as our veterinarian [redacted]r.  When we first learned that this puppy was ill, [redacted] recognized the symptoms as most likely to be kennel cough (resipitory infection) which could possibly turn into pneumonia, which can happen in young puppies as can in young children. He informed Mrs. Yorkshaitis that although she would be covered up to the state law limit of $500 for reimbursement of vet bills that sometimes vet bills could be higher and that we could not control other veterinarian's bills. (The state law is written in our contract and signed by the customer at the time of sale).  [redacted] then explained that she could return the dog to Puppy Love for treatment of the illness at our veterinarian or under the supervision of our vet at no cost to her in our store's medical facility.   He also offered to drive to pick up the puppy at her house. She decided to use her own vet. We have been in business since 1996 and in that time have sold over 16,000 puppies. Kennel cough is very common and treatable. Over the years working with our vets we have been aware that kennel cough and sometimes pneumonia are the most common illness in young puppies.  We cannot however control the costs of veterinarians, the tests they choose to run, the trial and error of different antibiotics etc. and that is why [redacted] offered to treat the dog informing her of the state law limit of $500 for vet bills. When the customer said she would go to her vet [redacted] suggested that her vet should call [redacted]r, the store's veterinarian so he could share which antibiotics were most effective since his experience has been extensively with puppies over the last 18 years. [redacted] spoke with [redacted]r and Mr. Yorkshaitis today and was informed that [redacted]r was out of town during this time and couldn't be reached for assistance. 
Because Puppy Love places priority on the customer's satisfaction [redacted] informed Mr. Yorkshaitis that although it is highly irregular we would extend his reimbursement up to $1000.00 in a gesture of good faith and to seek customer satifaction by exceeding the Connecticut State Law limit of $500.    [redacted] and Nancy Silverman

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.
Sincerely,
T[redacted]

PUPPY LOVE
Make sure you take your new pet to your own veterinarian (because) my baby had a heart murmur they should have known that it's not about the money it's love I love Sherman with all my heart.
I took Sherman to see the Vet first in Danbury got the first set of shots found my own veterinarian in Bridgeport and was told about the heart murmur which Sherman my ( Shih Tzu ) die from he was only 9 yrs old. 3/07 - 11/16. Work first check your pet quickly don't wait for the second set of shots.

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.
Sincerely,
[redacted]

We were out of town for a week and were unable to respond sooner -  We did call Revdex.com. We have returned, and are settling with the customer as requested.

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.
Sincerely,
[redacted]

Sean has spoken to [redacted] today and we will send the requested amount.

I spoke to Mr [redacted] this morning.  We went over the steps for effective housebreaking and crate training which will help train the puppy.  Mr [redacted] explained that he wasn't using a crate, and  that he was spending long periods of time outside a few tim,es a day.  I reviewed...

crate training in detail with him, and the effectiveness of using only one spot for training ( not wandering outside for long peropoids of time) so the puppy is more focused to one small area and is rewarded when he "goes potty"  in that one spot. We also reviewed the necessity of repeated visits to the same spot outside up to every two hours or more for the most effective training. We reviewed consistency and repitition and reward. We also arranged for him to call us with a fax number so we would fax a trainning sheet  the reviews crate training in detail. Refunds are not given for raining issues. Puppies are  final sale as stated in the sales contract.  We can speak to Mr [redacted] and offer additional advice and encouragement.

Review: 110 Empire WayBristol, CT 06010Puppy Love37 Lake Avenue Ext.Danbury, CT 06811March 8, 2014Subject: Looking to collect the remaining balance for all of Madysens Veterinarian bills from when I purchased her at Puppy Love on July 28, 2013 up until December 2013 due to the fact that she was sick when I purchased her, even though your employee stated she wasnt.Mr. Silverman,My last call to you was on March 3, 2014 and left a message with one of your employees to have you call me back and I have yet to hear from you.I called you over a month ago and we spoke for a bit on the phone regarding all of the bills I sent to you for Madysen, the teacup Yorkie I purchased from your store, Puppy Love on July 28, 2013 in the amount of $1,599.00 (plus tax and the $129.99 you charged us for purchasing the playpen brings the grand total to $1891.96) for a dog who happened to be a very sick puppy at the time of purchase which no one ever mentioned to me.During our phone conversation you mentioned that you were not aware of all of the letters I had sent you from as far back as July 29, 2013 which was shortly after I purchased Madysen. You also stated that all of my letters were never given to you, but instead they were all forwarded right to your attorney without your knowledge. The fact that you seemed surprised about this was rather puzzling since I am pretty sure that you and your attorneys have a written agreement/contract in how to handle any and all complaints. You then went onto say that your attorneys only pay a maximum of $500.00 per dog for any veterinarian bills that they might have accrued after purchasing a sick dog from your establishment, so apparently I am not the first person to complain about purchasing a sick dog from Puppy Love nor am I the first person to ask to be reimbursed for the extraordinary veterinarian bills. You then went onto to say that you would talk with your attorneys and see how much I was reimbursed thus far and if I was reimbursed the $500 (which you sDesired Settlement: I would like Puppy Love to take better care of their puppies,to be honest about their puppies health and not sell sick puppies to consumers, and to be fined.I would like to be reimbursed for the remaining balance Puppy Love still owes me for all of the sick puppy visits to the veterinarian in the amount of $728.85 from the total vet bills that equaled $1196.35,and the price I paid for my teacup Yorkie puppy on July 28, 2013 in the amount of $1891.96 which includes the over priced playpen.

Business

Response:

Dear Better Busibness Bureau - To Whom it may Concern,

Puppy Love does not and never has, deliberately sold a sick puppy especially since we have the abilty and means and resources to have a sick puppy treated in our medical facility by our medical staff under the supervision of our veternarians. Puppies are just like any living thing and can develop colds coughs and other illnesses just as humans and all living things especially when they are young and more vunerable to germs and infection. We certainly do not want customers to be unprepared for possible illness so we spend a lengthy amount of time during the sales process explaining and reviewing paperwork that is then included in every custromers packet specifically explaing the signs symptoms and indicaters of the most common puppy illnesses should they occur.

Puppy love is equipped with a medical facility where puppies are treated if they display sings of illness while with us, and are treated under the supervision of our veternarians. This puppy in question was not ill at the time of sale, as is shown by the customer's receipt from the puppy's vet visit (three days after the sale) where the puppy was examined by the customers own vet. ( Comprehensive Physical Exam ) as stated on the invoice. The puppy was not only examined and cleared without any type of diagnosis or treatment, but routine vaccinations and parasite preventatives were adminisetred that day. Vaccinations are never given to a dog that is diagnosed with any type of illness. (especially a "very sick " puppy) as the customer stated. In additon to the preventative vaccines given there was also no treatment given becasue the dog was apparently healthy.

Eight days after the purchase of the puppy the customer brought the puppy back to the vet for treatment of kennel cough which was not present at the time of sale or at the first wellness visit. Kennel cough is the most common illness in puppies of this age and lengthy decriptions are included in the literature sent home with customers preparing custiomers for the possiblity of this common ailment among other common ailments. (Kennel cough is similar to common resipitory illnesses in school aged children)

State law in Ct says a puppy showing sign of an illness may be returned to the store after purchase with a vet letter stating the puppy is unfit for sale but the purchaser never attempted to return her. Most poeple do not return a puppy with kennel cough. $500 in vet bills were returned to the customer. (Vet bill that reimbursement under Ct state law is limited to payment iof $500 and this customer has been paid in full.)

In addition, the customer states that we overcharged for a playpen. The amount that was charged has been our price for many years based on our cost and the price the custmomer quoted as being available elsewhere is far below our cost so it was not poissible to "match" that price. When I called the other store to inquire about the misleading price advertised they said "they didn't have the item in stock and had no knowledge of the "below wholesale" price being offered.

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Review: I purchased a dog, German Shepard for $1650 and the dog will not due it's business outside the house. We have tried everything to change her habits that she was used to while living in the store.Before buying the dog, no one made us aware of this habit that these dogs have. I hired a trainer to see if this habit can be changed, but the expense would be too much! This dog is ruining my house! I called the store and left my number, but no one returned my calls!Desired Settlement: Help fix this problem, or refund for dog!

Business

Response:

I spoke to Mr [redacted] this morning. We went over the steps for effective housebreaking and crate training which will help train the puppy. Mr [redacted] explained that he wasn't using a crate, and that he was spending long periods of time outside a few tim,es a day. I reviewed crate training in detail with him, and the effectiveness of using only one spot for training ( not wandering outside for long peropoids of time) so the puppy is more focused to one small area and is rewarded when he "goes potty" in that one spot. We also reviewed the necessity of repeated visits to the same spot outside up to every two hours or more for the most effective training. We reviewed consistency and repitition and reward. We also arranged for him to call us with a fax number so we would fax a trainning sheet the reviews crate training in detail.

Review: We Bought a puppy from puppy love in Danbury ct it got sick the very next day we brought it to the vet hospital that night it had a severe case of kennel cough they gave us medication and told us to keep an eye on him.if he didn't get better to bring him back we called [redacted] from puppy love and told him what was going on he said we did the right thing and if he didn't get better to bring him back to the vet .not to worry they would take care of the bill.the dog got worse we brought him back to the vet several times trying different medications nothing seemed to work we were now told the dog had pneumonia and the vet needed to do a procedure to try to save him.we called [redacted] he said to do what ever was needed to save the dog again saying he would take care of the bill .after doing the procedure and finding the right medication the dog finally got well.the bills came to a total of approximately $[redacted] said to send him a copy of all the bills and he would get us reimburse we did so and now we are getting the run around he even called at one point and asked us to resend the bills he had missed placed them.after months of excuses and stories of waiting on his insurance to pay the bills we get a check for $we were told not to worry he would take care of the bills this is hardly what he promised we expect him to pay the total amount of the vet bills which was $not $please help us get our expenses reimburse .thank youDesired Settlement: Refund of our vet bills which were $less the $they already sent thank you for you help in this matter
Business
Response:
To Maureen Shea,
We have reviewed this complaint carefully and spoken to MrYorkshaitis today as well as our veterinarian [redacted]rWhen we first learned that this puppy was ill, [redacted] recognized the symptoms as most likely to be kennel cough (resipitory infection) which could possibly turn into pneumonia, which can happen in young puppies as can in young children
He informed MrsYorkshaitis that although she would be covered up to the state law limit of $for reimbursement of vet bills that sometimes vet bills could be higher and that we could not control other veterinarian's bills(The state law is written in our contract and signed by the customer at the time of sale)[redacted] then explained that she could return the dog to Puppy Love for treatment of the illness at our veterinarian or under the supervision of our vet at no cost to her in our store's medical facilityHe also offered to drive to pick up the puppy at her houseShe decided to use her own vet
We have been in business since and in that time have sold over 16,puppiesKennel cough is very common and treatableOver the years working with our vets we have been aware that kennel cough and sometimes pneumonia are the most common illness in young puppiesWe cannot however control the costs of veterinarians, the tests they choose to run, the trial and error of different antibiotics etcand that is why [redacted] offered to treat the dog informing her of the state law limit of $for vet bills
When the customer said she would go to her vet [redacted] suggested that her vet should call [redacted]r, the store's veterinarian so he could share which antibiotics were most effective since his experience has been extensively with puppies over the last years
[redacted] spoke with [redacted]r and MrYorkshaitis today and was informed that [redacted]r was out of town during this time and couldn't be reached for assistance
Because Puppy Love places priority on the customer's satisfaction [redacted] informed MrYorkshaitis that although it is highly irregular we would extend his reimbursement up to $in a gesture of good faith and to seek customer satifaction by exceeding the Connecticut State Law limit of $
[redacted] and Nancy Silverman

Review: I purchased a Mini Labradoodle from Puppy Love on 12/5/2015. I was told by the salesperson (Owner) showing me the puppy that it was an F1 breed, which means a full 50% of mini poodle and 50% labrador. The puppy was sold as an F1 Labradoodle with a price tag (2500.00) the same as a specialized licensed breeder charges. I was also told they only purchase there puppies from reputable breeders who they personally visit regularly. After taking the puppy to several vets for evaluation there were professional concerns that the puppy could have potential hip issues and of the (3) vets we visited including a specialist, not one felt our puppy was a true Mini Labradoodle. After taking a blood DNA test with our primary vet it turns out the puppy has a makeup of (4) different breeds.

As a favor my attorney sent a demand letter to the store requesting a partial refund and further documentation on the parents of the puppy. After several conversations they have yet to produce any further information. It turns out this puppy came from one of the worst puppy mills in the country and just recently been suspended. This has not turned into a legal matter and don't expect it to. Depending on how the Revdex.com can help and assuming they continue to ignore the information the attorney requested, my next step will most likely be small claims court, but would like to avoid that if at all possible.

I am happy to supply all the information needed, including the DNA test, demand letter and paperwork received at the time of purchase.Desired Settlement: After research my attorney has done since the dog is not a true F1 Labradoodle the value placed on him is roughly $500.00 which I feel is a fair price. This would mean a refund of $2,000 which is in my opinion a gift as I have already incurred over $500.00 in additional costs for all the vet visits because of all the concerns that arose.

Business

Response:

We will address each of Mr. [redacted]'s concerns one by one although much of this information has been explained and submitted to Mr. [redacted]'s attorney when he contacted us. In addition, we also arranged a telephone conversation between Mr. [redacted]'s attorney and Dr. [redacted] the veterinarian who has owned two veterinary hospitals for more than 25 years and has worked with Puppy Love for 20 years. Dr. [redacted] explained in detail that genetic testing for dogs is for several reasons, unreliable, cannot be submitted in a court of law, and is far far from accurate or conclusive. Genetic Health Analysis is not 100% accurate and is more used for recreational use as explained by Dr. [redacted], DVM and cannot be used in judicial proceeding as explained in the Royal Canin consumer report. If this puppy that Mr. [redacted]'s family selected had or has any “hip issues" making him "unfit for sale" we would need to see bills for medical treatment, or a statement from his veterinarian with a diagnosis and conclusion that the puppy is "Unfit For Sale". Treatment or surgery for an existing illness would be reimbursed. Or if so desired the puppy can be returned to the store for a complete refund. Even though the initial return window has passed, we want customers to be satisfied so we will extend this option. We have not yet received any veterinary diagnosis, or medical records from the customer or veterinarian. This puppy was found to be fit for sale by Dr. [redacted], DVM of [redacted] Hospital prior to purchase as required by law. The USDA records for all breeders of available puppies are displayed within ten feet of each puppy in the store and all USDA inspection reports are available for customers to review prior to purchase if they choose to review them. Having these inspection reports available is a requirement by state law. This licensed breeder in question has not been "shut down" and is in good standing with the USDA. The USDA performs frequent inspections and there are no violations as shown in USDA records displayed in the store and on the USDA's own information pages. We cannot by law, sell puppies from breeders that are “suspended" or closed. [redacted] is licensed with the Unites States Department of Agriculture and therefore is inspected frequently without notice throughout the year. Attached are her reports that are available on the USDA’s website stating that she currently carries no violations. Her star rating and requirements are also attached.Cross-breeds can vary in appearance because they are a mix between two breeds. Mr. [redacted]’s puppy is a Miniature Labradoodle and at the time of purchase we had several other doodles available as well and this is the puppy that Mr. [redacted] picked out. The father is a purebred Miniature Poodle and the mother is a purebred Labrador Retriever. Copies of their official registration certificates verifying this are attached. (Although not required to be provided for mixed breed dogs we have provided them.) It is important to keep in mind that unlike purebred dogs that adhere to a purebred standard set forth by purebred registry companies, mixed breeds by their very nature can vary in appearance. We have at special request to the breeder provided the purebred papers of this dog's parents which show they are purebred Poodle and Labrador. We have already provided these documents to Mr. [redacted]'s attorney and will re-submit them here as well.The requested settlement amount has been requested without supporting medical veterinary bills for treatment of an illness, or surgery for congenital medical issues. In addition the dog has not been returned as unfit for purchase which is required for full reimbursement. (A copy of the signed sales agreement is enclosed as well) Please contact us for any further information if necessary.

Review: I purchased a 2lb yorkie poo (munchkin) on 7/5 from Puppy love for $1600 which included a $50 fee for a health warranty for up to $500 in bills. I was told during my purchase that some animals may catch a cold which is normal and if this happens take my pup to the vet who would prescribe an antibiotic and I would simply submit invoices to be reimbursed for it. That weekend I noticed munchkin had developed a little cough and sneeze. I received a call from the Owner [redacted], asking about my new pup and I told him he was doing well seemed to have a little cold. [redacted] went on to say that it was probably Kennel Cough and to have my pup seen by the vet. I wasn't alarmed because the sales associated already explained this could happen. As planned, I took Munchkin for his first vet appointment on 7/8 where he was checked out and placed on antibiotics for the kennel cough. I contacted [redacted] and let him know what was going on and he said that was fine and I would simply need to submit the invoices to him. All throughout July I kept in contact with [redacted] on his cell [redacted], keeping him up to date on the Munchkins health. Because Munchkins wasn't getting better and prolonged prescription to meds, the vet requested that xrays be done to see if more was causing him to not get better. [redacted] was on board with every step of the process until I began submitting the invoices. My original email to [redacted] was on 8/9 and then followed up on 8/16 to which I received no response. So then I called, left a message and which [redacted] returned the call and said oh the emails went to spam I will get these processed in 2 -3 weeks. I called [redacted] two times during the first week of September asking to be reimbursed and if no response I would have to take further action. I have not received one return call from [redacted] or puppy love. Total amount of vet bills is $497.14 which cover vet bills and antibiotics. Puppy Love charges $50 for a health warranty but not paying the bills when invoiced. They have failed to honor the contract.Desired Settlement: I would like to be reimbursed for my vet bills and antibiotic cost plus interest on my money. Or I will be forced to take this to small claims for breach of contract.

Business

Response:

Dear Ms [redacted], and Revdex.com

Customer service as well as the welfare of the puppies when they are at PUPPY LOVE as well as once they go home is of utmost concern.

Processing bills can take several weeks and it has come to our attention that this claim has not been paid in full. Previously. a Check in the amount of $134.31 (check #10052) was issued and mailed but has not yet been cashed. The remainder of the bills had not yet been processed, but as of monday 9/23 a check in the amount of $365.69 will be sent. The total of these check is the full reimbursement maximum of $500.

If there are any questions feel free to call the store ###-###-####

PUPPY LOVE

37 Lake ave Ext

Danbury Ct

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