Puppy World, Inc.

On Wed, Apr at 12:PM , Puppyworld wrote:To Whom it May Concern;*** *** purchased a female Aussie mix #on Friday, April 10th. On Saturday evening *** called our "emergency contact" number, which we provide to all of our
customers. She explained the puppy was having diarrhea, and acting lethargic. I tried calming her down, and asking specific questions, but she was too irate. She just kept repeating, "I,m not doing this, and I want my money back!" I asked *** if she could meet my managers at the store that evening(when the store was closed) to observe the puppy. She agreed. In turn, I called my veterinarian on his cell phone, and explained the situation. My managers set up a puppy play pen, so when *** showed up with the puppy they could see how the puppy responded. The puppy was far from lethargic. She was running around, bouncing around, and just being a puppy. The girls did take a video too. The puppy did have diarrhea, so I called my vet, which prescribed stool medication until we could take the puppy to the vet on Monday. The puppy also gained a half of a pound in one day. She drank, and ate immediately for us that evening also. She came in on Saturday evening weighing 1/4lbs, and when *** insisted on picking her upMonday morning she weighed 1/2lbs 3oz. We told *** we would take care of the puppy, and we will return her when her stool is better, and after the vet check on Monday. Saturday evening *** said "I don"t want her! I just want my money back. I don't want to deal with this!" On Sunday morning her stool was great, she gained weight, and was completely fine.On Monday morning, before the store opened *** called the "emergency contact" number again, and said she was picking the puppy up. *** didn't want us to take her to our vet, she said she was on her way to her veterinarian. She picked her up at 11am, and we haven't heard from her since. I'm assuming the vet check went well because we never heard from Jessie? If you if have any questions please let me know.Sincerely,*** ***President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11879689, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] In response to Miss J[redacted] lack of effort to explain anything, first and foremost I would like to say that relation of employee to the owner and years of experience are by no means relevant, especially when the motive is to make a sale. That being said, Id very much so like to point out that a great majority, if not all of the figures given by Miss Janas are incorrect. The initial hand written checks given the day of purchase were for the amount of $155.78, there were 3. My monthly payment that came out of my checking account automatically every month was for the amount of $190.15. There were 5 payments pulled from my account before I made a call to FlexPay to pay off my dues. I have bank statements to back up all those amounts available on request. The foolish assumption that Janas made that a phone call was never placed to FlexPay was also incorrect. Luckily in 2016 companies have implemented a very fine tracking on customer service calls. This means that not only are there time stamps for my calls made and duration of conversation, but theres also recording of full conversations between myself and the operator. Further more, Id like to add that at no point in time did I ever state that my contract "disappeared", However I did state that the email-sent contract was strategically set to expire. I still have the original email sent on July 11, 2016 at 7:06PM. When the link located in the email is clicked, you are lead to a page that says "Unable to locate contact". Email WITH link can be forwarded at request. With the demeanor and obvious lack of  organization or lack of care in this dispute. I would only be lead to believe that it's not very likely that associates at puppy world are relaying all the information they need to at time of purchase if the manager can't even gather correct information with time given. Id also like to reiterate, to this day, figures given by puppy world still do not match my bank statements. This should be alarming. If not handled, further action beyond this outlet WILL be taken.
Regards,
Allen B[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.1.) I would like to understand what conditions we did not meet that were required to exercise my rights under the terms of the warranty. We were in the store front with police standby by less than 48 hours after death and gave Kelly the medical notes stating that the dog had less than a 50% chance of survival even with continued care and the dog was having hypoglycemic seizures even after infusion of dextrose.2.) We were not given CVI at time of purchase nor were we given CVI after entering the store after the dogs death. We asked for copy at that time and they could not locate the paper work. 3.) We were not given the dogs health history at time of purchase (CVI). I have a recorded voice message from store owner admitting to fact that they most recently found CVI and will mail to us. There was no disclosure of health history prior to time of purchase leaving any signed warranty null and void.Full payment of dog and all vet expenses are expected at this time Total $3,060.89
Regards,
[redacted]

We are in the process of gathering important information from Mrs. [redacted]. Unfortunately she has yet to send all the vet records and documentation over to us. It is necessary for us to have all paper work to make a proper judgement in Mrs. [redacted]'s case and to rule out any underlying causes...

that may or may not have occurred. We have responded to Mrs. [redacted] and had let her know what we need from her to move forward from here. As of recently she has started to send over some of the paperwork. But as stated before we need all vet records, including the proof of the first health exam, that would have initiated her warranty with us. Until then, we are not able to come to a resolution as we do not have all of the facts.Thank you for you time!Sincerely ,         [redacted]

This office represents Puppy World, Inc. (“Puppy World”).  The above-referenced complaint has been referred to us for response.             Please be advised that this matter is governed by the terms of a written contract and the warranties...

provided therein.  A copy of the contract is enclosed, along with a copy of the CVI (Certificate of Veterinary Inspection) which the Complainant alleges she did not receive.             The contract clearly and unambiguously states on page one that “PuppyWorld is NOT responsible for any related charges, such as Veterinarian’s Expenses.”  In paragraph two on page three of the contract it states: PUPPYWORLD WILL NOT BE OBLIGATED UNDER ANY CIRCUMSTANCES FOR ANY VETERINARIAN’S FEES FOR EXAMINATION OR TREATMENT OR OTHER EXPENSES INCURRED FOR ANY REASON.             Puppy World does provide limited warranties on the puppies it sells.  Under its 10 day Money Back warranty, if a puppy dies of natural causes within ten days of purchase, Puppy World will, at the buyer’s option:  1) issue a store credit, 2) give a cash refund or 3) deliver a new puppy to the buyer.  Please note that death as a result of parvovirus is specifically mentioned in this paragraph.  Please also note that there are conditions precedent that must be met before a buyer can exercise her rights under this warranty which have not been met in this matter.  Complainant’s dog was euthanized and did not die of natural causes and Complainant did not produce a veterinarian’s certificate to confirm the cause of death.             Puppy World also provides a 2 Year Warranty on Life, again if a puppy dies of natural causes.  In the event a puppy dies of natural causes within two years of purchase, Puppy World will provide the buyer with a store credit in an amount equal to the purchase price.  A veterinarian’s certificate as to the cause of death must be submitted to Puppy World within seven days after the loss occurs, pursuant to the terms of this warranty.             The contract and the terms of its warranties were understood and accepted by the Complaint, as evidenced by her signature on the document.  Additionally, Complainant acknowledged that the written warranty constitutes the entire agreement between herself and Puppy World concerning the health, condition or loss of Complainant’s puppy.             Although Complainant has not met the conditions required to exercise her rights under the terms of the warranties, Puppy World, at this time and for purposes of resolving this complaint only, agrees to refund Complainant the purchase price of the puppy, plus sales tax, in the amount of $632.54.                                         ...⇄                         Very truly yours,                                         ...⇄ [redacted]                                               ...⇄ BY:     [redacted]

I am writing to you in regards to Allen B[redacted] accusation.  I wanted to make it clear that the sales associate that sold the female Goldendoodle to Allen was the owners daughter, that has been selling puppies for 26 years. We have been with this finance company for over 2...

years, and all of our financing terms have stayed the same.  Three months interest free.  Allen came into the store 5 months after he purchased the puppy, we had a conversation.The email is received the day that the contract is submitted, usually within the first few minutes afterwards. Most customers receive there email while they are still in the store.The whole contract is emailed to the customer that they e-sign.  It includes the stipulations, interest rate, pay off terms, monthly payment, etc.  If needed I can forward that to you.  Allen said he received it, but the "email disappeared."  Personally  concerned about payments and such, wouldn't you think he would have contacted us for Flexpays information to know the exact conditions and terms?  Also hypothetically speaking, if Allen was indeed to pay it off within the first six months with it being "interest free" , he still would have been short on the amount he financed, which would have caused him to incur the interest. The way Flex Pay works is the amount the customers is approved for and the amount of the puppy, determine how much the customer owes each month. Allen was only approved for 1200.00. The puppy with taxes included came to 1477.34 with taxes and everything included. We allowed him to break up the difference of 467.34, with three checks. All to be deposited in a few weeks time. One the day of the sale, the second payment two weeks from then, and the third and final check two weeks from the second checks payment date.  Those checks covered the difference owed. The amount he was approved for (1200.00) is not the actual amount Mr. B[redacted] financed. Because they consider the down payment when it comes to the final financing amount. The amount of 1200.00 is then 1045.55. Because the amount owed through Flex Pay for the down payment for a 1200.00 approval is 154.45. It would then leave Mr. B[redacted] with a financing balance of 1045.55. If indeed Mr. B[redacted] would have been correct on the interest free six months option. With him only paying the 154.45 each month, he still would have only paid 926.70. Which means he would have been short 118.89 to have the 1045.55 amount paid off. So even if he thought the puppy was on a "six months interest free contract" the amounts would have never matched up. The fact that Mr. B[redacted] contract "disappeared" leaves me to believe, that Mr. B[redacted] had never actually contacted Flex Pay to change the amount of his payment each month, to have the puppy paid off early. I also think it is safe to assume that Mr. B[redacted] never called Flex Pay , because they also would have reiterated that the financing is in fact only interest free for three months.We understand that it is exciting for a person or persons taking a puppy home.What happens frequently, is the customers are so excited to take a puppy home they get overwhelmed to just go home with the puppy, and sometimes have a hard time focusing on the boring stuff, like "paperwork".   We even go over training questions, warranty, and questions the customer has.  We also offer a 24 hour emergency  contact number.  We never heard anything.  I apologize for any miss understanding Mr.B[redacted] I guess didn't understand.  We are always hear for any questions.  Please feel free to contact me if you have any questions.Sincerely, Jessica J[redacted] Store Manager

Review: They are selling sick puppies. They are also self fixing the puppies which means giving them medications without a license. Me and my husband witnessed them doing this to our puppie without permission. I feel they should be taking these puppies to the vet to find out the root cause of their illness. I'm very concerned. They are running a place that should not be selling puppies.Desired Settlement: I want my money back. I didn't even have this puppies for a full day and it got very sick. I want all my money back!

Business

Response:

On Wed, 22 Apr at 12:44 PM , Puppyworld <[email protected]> wrote:To Whom it May Concern;

Review: We purchased a puppy from this store on February 6 , 2016 and by February 14, 2016 the puppy was dead . We were not issued a CVI( certified vet inspection) at time of purchase, which is the LAW and we were not aware of this at the time.

The dog tested Parvo + and was infected when we purchased dog(7-10 day incubation period) who finally showed symptoms 24 hours after purchase(maybe he had signs at the store but we were not notified). The dog was vomiting constantly and had [redacted] foul smelling diarrhea and looked pathetic. Our dog was placed on the common floor multiple times in the store. Thankfully, we have no other pets at home

It may only be a coincidence but, the animal hospital we were at also had 5 other dogs come in with PARVO a few days after us and all of those animals died as well

We decided to treat the poor, sweet dog as the Vet stated the dog would NOT survive home care. The cost of this care was $2401.89

After notifying Puppy World of Parvo in the shop, they immediately became defensive stating that the dog did not contract the virus at Puppy World. We wanted them to notify all whom purchased litter mates and at least have all the other dogs purchased tested as it is highly contagious and clearly lethal.

We were basically told it was our problem and if we wanted a refund (as the dog was under warranty)should wait till the dog dies and have an autopsy done at our expense($800) and they might, MIGHT give us an in store credit.

We recently entered the store and spoke to assistant manager ( thank you to Greenfield Police Department for the stand by) whom stated that the dog either contracted parvo from the immunizations(which there is no record of) or....... the AIR!

And still, they could not produce a CVI. We have contacted the Department of Agriculture and issued a complaint on violation of terms (no CVI produced) , welfare of animals and health risk.

Still, we have no refund and the assistant manager told us Parvo is "totally treatable."

Ask our dog who lost a third of its body weight from irretractable vomiting and explosive [redacted] diarrhea, was given IV Dextrose 5% SO HE WOULD NOT HAVE A HYPOGLYCEMIC SEZIURE. Empiric antibiotics so his immune system could have a fighting chance as the disease attacks bone marrow and suppresses the production of WBC's. Methadone was given for pain, NG tube placed to remove the build up of bile and hopefully protect his gut and give him some protein so he would not third space an then develop a pneumonia . We elected to let the dog pass pain free and peaceful by euthanasia.

Our two children have been so traumatized by the event, the do not want another puppy because they are afraid the puppy will spray blood out of his bottom again and die. We could not afford the cremation and elected to try and bury dog in our backyard. Ground is frozen, impossible and the poor dogs body smells so foul already from the virus effectsDesired Settlement: Full cash refund on vet bills and puppy.

No contact from the store

Copy of CVI

Business

Response:

This office represents Puppy World, Inc. (“Puppy World”). The above-referenced complaint has been referred to us for response. Please be advised that this matter is governed by the terms of a written contract and the warranties provided therein. A copy of the contract is enclosed, along with a copy of the CVI (Certificate of Veterinary Inspection) which the Complainant alleges she did not receive. The contract clearly and unambiguously states on page one that “PuppyWorld is NOT responsible for any related charges, such as Veterinarian’s Expenses.” In paragraph two on page three of the contract it states: PUPPYWORLD WILL NOT BE OBLIGATED UNDER ANY CIRCUMSTANCES FOR ANY VETERINARIAN’S FEES FOR EXAMINATION OR TREATMENT OR OTHER EXPENSES INCURRED FOR ANY REASON. Puppy World does provide limited warranties on the puppies it sells. Under its 10 day Money Back warranty, if a puppy dies of natural causes within ten days of purchase, Puppy World will, at the buyer’s option: 1) issue a store credit, 2) give a cash refund or 3) deliver a new puppy to the buyer. Please note that death as a result of parvovirus is specifically mentioned in this paragraph. Please also note that there are conditions precedent that must be met before a buyer can exercise her rights under this warranty which have not been met in this matter. Complainant’s dog was euthanized and did not die of natural causes and Complainant did not produce a veterinarian’s certificate to confirm the cause of death. Puppy World also provides a 2 Year Warranty on Life, again if a puppy dies of natural causes. In the event a puppy dies of natural causes within two years of purchase, Puppy World will provide the buyer with a store credit in an amount equal to the purchase price. A veterinarian’s certificate as to the cause of death must be submitted to Puppy World within seven days after the loss occurs, pursuant to the terms of this warranty. The contract and the terms of its warranties were understood and accepted by the Complaint, as evidenced by her signature on the document. Additionally, Complainant acknowledged that the written warranty constitutes the entire agreement between herself and Puppy World concerning the health, condition or loss of Complainant’s puppy. Although Complainant has not met the conditions required to exercise her rights under the terms of the warranties, Puppy World, at this time and for purposes of resolving this complaint only, agrees to refund Complainant the purchase price of the puppy, plus sales tax, in the amount of $632.54. Very truly yours, [redacted] BY: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.1.) I would like to understand what conditions we did not meet that were required to exercise my rights under the terms of the warranty. We were in the store front with police standby by less than 48 hours after death and gave Kelly the medical notes stating that the dog had less than a 50% chance of survival even with continued care and the dog was having hypoglycemic seizures even after infusion of dextrose.2.) We were not given CVI at time of purchase nor were we given CVI after entering the store after the dogs death. We asked for copy at that time and they could not locate the paper work. 3.) We were not given the dogs health history at time of purchase (CVI). I have a recorded voice message from store owner admitting to fact that they most recently found CVI and will mail to us. There was no disclosure of health history prior to time of purchase leaving any signed warranty null and void.Full payment of dog and all vet expenses are expected at this time Total $3,060.89

Regards,

Business

Response:

On Tue, 8 Mar at 10:42 AM , Puppyworld <[email protected]> wrote:

Review: Puppy World

We purchased two puppies form Puppy World back in October. The establishment seemed nice and clean. They were very friendly and willing to work on us with prices. One question was asked as to how they obtain the puppies and the question was answered with, a private breeder of which they know the name. After purchasing the puppies on the integrity of their business principle of "we'd never buy from a puppy mill", we brought home two happy puppies with the crates and cages that they provided to us within the cost. They gave us two collars, two leashes, two cages, food bowls, and some toys. Upon further investigation on the breeder information, the breeder name was Heritage Puppies. Immediately my suspicion arose that in fact these were puppies from puppy mills. However, they adamantly denied this and claimed they brought from private local breeders. A 2009 Investigation done by the Humane Society of America in fact shows that Heritage Puppy is in fact a puppy mill. The Wisconsin Puppy Mill project also supports this claim.

As of last night, we are now down to one puppy. The small Pomeranian mix managed to tangle his collar onto the cage, of which they both provided to us, and suffocated himself. We tried to resuscitate him with CPR and mouth to mouth but to no avail. We had expressed in the beginning of the purchase that we had never owned a small puppy and we asked as many questions as possible about taking care of this new pup both mentally and physically. We failed to protect him against the products provided by Puppy World. One of the workers behind the counter told us that all the collars that they sell on a wall were in fact breakaway collars. Another lie by Puppy world as I have now buried our 2 month old Pomeranian of which my wife is devastated from. Puppy world failed to provide us with this knowledge of their product and the safety hazard provided with wearing their supposedly break away collars, which are in fact, snap on collars and in no way represent a break away collar.

We went in there today to find some remedy to our problem of losing this puppy with their products. They preceded to tell us that it was common sense not to do that, which if it were common sense, why was it not disclosed at purchase when we revealed we were new to puppies. They offered us $200 off on a new puppy and said it was a learning lesson on losing the Pomeranian. Such disregard for an animals life was displayed at Puppy World. I am a US Veteran with 2 deployments within my career and I have never been more disgusted in a person's disregard for any type of life. We discussed with them in person today a refund for a new puppy. They claimed it was an accidental death and that they would not provide us with a new puppy, but merely a discount. Their "break-away" collar, which is not, and their cages has caused my wife and I severe emotional distress as a result of trying to perform CPR and mouth to mouth on the Pomeranian.

They claimed they told us about the hazard and of which I disclosed their other lie of puppies they sell coming from a puppy mill. They adamantly denied the fact but the breeder information shows Heritage Puppies of Iowa and two investigations show by Puppy mill project and Humane Society of America show it is in fact a puppy mill. Their false advertising led us to purchase not one but 2 dogs from them. We would never purchase from a puppy mill or its brokers had we been told the truth. I understand that the dogs death was accidental but they provided us with the cages and collars, which they claimed was break-away, and failed to provide us with safety hazards of their products. The end result in our conversation today was telling them I would be contacting the Revdex.com and my attorney for their false advertising and complete lack of regard for canine life. I also informed them that I would not be purchasing any dogs from them again, to which their answer was "well look how many have you bought from us already".

Puppy World shows complete disregard for canine life, false advertisement and lying to its customers and completely unsatisfactory customer service. Their reputation within Milwaukee is warranted and I had wish I had done research on this terrible business before hand. I am contacting the Revdex.com to make sure that more people do not go through what we have experienced nor the countless others they have lied to and caused emotional harm. We would like to not contact our attorney and just receive a refund for the lies they told us equaling $900. If such a refund can not be agreed to, we informed them that we will be contacting our attorney.Desired Settlement: $900 for false advertisement and death of our dog from their products and lack of safety hazards from them.

Business

Response:

This office represents Puppy World. Inc. (hereinafter "Puppy World"). Your letter of November 25,2013 has been referred to me for response, which I will confine to the crux of the matter. While the proprietors of Puppy World sympathize with the Steinbergers, under the circumstances they simply cannot refund the purchase price of the puppy. The puppy's death was accidental and was acknowledged as such by [redacted] in his complaint to the Revdex.com.

Review: I bought a labrador Retriever from puppy world on 4/9/16 and I took her to the vet on monday 4/11/16 she was checked out and said to be healthy. 3 days later I'm taking my dog to the animal hospital becasue she is really sick and come to find out that she has been sick before I even purchased her according to the vet that examined her. The Doctor told me she has 3 possible things either kennel cough, distemper, or k9 flu which all have a 7-10 incubation time frame as well as all of the same symptoms. I spent 200 dollars on that visit and got my dog some antibiotics which may or may not help. I call the store for some answers becasue they are clearly selling sick dogs and the manager stephanie I think her name was said its natural for a dog to get sick in the enviornment they are sold in and she took a sick dog home the other day herself. That just confirms that they don't take care of their dogs or the cleanliness of the business. They have several reviews on several different sites with the same complaints as I have as well as 3 prior Revdex.com complaints one involving a puppy dying shortly after they got it. They keep throwing their warranty in my face which is completely bogus all they offer is instore credit for the medicine. I shouldn't have to be spending hundreds of dollars right off the bat for a dog that if kept in a clean enviornment should've never gotten sick. The manager refused to let me talk to the owners as well as the owner refuses to talk to me so to me its seems thay don't care about the dogs at all.Desired Settlement: I feel for the trouble and the horrible customer service and the lack of compasion or care for the animals they sell I feel half of the bill which was about $1,437 should be returned not to in store credit form but back on to the credit card I paid with. This is my first step to hel[p them realize that they need to care more the well being of the animals they sell.

Business

Response:

I writing to you in regards to [redacted]. There are few things I would like to make clear. [redacted], our manager, never took home allegedly a "sick puppy." Our warranty states we cover antibiotics in an in store credit, which we asked [redacted] to bring in. He has yet to provide anything to us. The puppy was vaccinated for distemper twice. We also provide an emergency contact number to all of our customers. We are always available, 24 hours a day. We try to help prevent customers incurring vet bills to the best of are ability. The puppy was not sick before she sold. We have signs hanging up all over the store asking customers to hand sanitizer between petting each puppy, and we clean with bleach. Do we compare ourselves to a day care? Absolutely! They're babies, with weaker immune systems.This is why we allow access to us 24 hours of the day seven days a week by providing them with the emergency contact number because they can be more likely to develop colds. We also make all customers aware that they should contact us if anything changes with the puppies health, especially prior to any treatment being done. I also would like to mention that we sold [redacted] this puppy on a Saturday. Saturdays we have at least three employees on. All of the employees that were on witnessed [redacted] put the Labrador puppy he purchased in with several other puppies. We do not encourage such behavior because this can lead to puppies passing things to each other such as colds or stool issues. When one of the girls saw him do this she immediately picked the puppy up and made a general statement that we are not allowed to put puppies in cages with each other unless they are related. That is why we set up a play pen for each individual puppy that comes out of course unless it is a brother/ sister type of situation.[redacted] was provided a play pen for his viewing purposes. We also have signs before you enter the store and all around the store to encourage the use of the hand sanitizer bottles that we provide all along our counter. [redacted] tried her best to reason with [redacted], however he was extremely difficult to even talk too because of his temper. So she advised him to call back when he had taken a moment to calm himself and so we could go over the vet bills. However we have yet to hear back from him to discuss this matter any further. We are more than willing to stand by our warranty! I hope this gathers some insight into this matter.