Rels Enterprises

Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ In response to Revdex.com CASE#: XXXXXX: Petex does acknowledge that on approximate dates mentioned in the complaint we did transport one English Bulldog from [redacted] in Missouri to the person(s) she was transferring the puppy to in New York State We only accept puppies for transport that are certified healthy and the puppy was delivered in good health by all known indications According to documentation provided by the puppy's owner in New York, Sometime after delivery the puppy became ill and required treatment for a common respiratory conditionThis upper-airway infection is a common illness in English Bulldogs, and is not the more serious condition mentioned in the complaint We have communicated with the writer of the complaint on more than one occasion trying to resolve her issue She has not been able to present us any documentation of veterinary diagnosis nor documentation of her expenses related to this issue The writer of the complaint has never requested for us to reimburse herWhen we attempted to discuss the possibility for compensation we were told she preferred to make negative posts on Revdex.com.org, and other on-line media forums She has acknowledged signing a standard transport document that clearly states that we do not guarantee the health of animals we transport after deliveryThis is the common practice in live animal transportation industry In summary, Petex has proactively tried to find a resolution to the writer's complaint prior to her making this complaint on Revdex.com.orgShe has not made any of the reasonable efforts to resolve it upon our request for documentationPetex assumes no responsibility for any negligence or wrong doing based on all information we have at this time, nor do we anticipate any documentation or other proof will be legitimately produced to reverse this position According to our last communication with the puppy's owner, this English Bulldog puppy is doing wellDue to our in-route care and vehicles engineered for the protection of pet's health Petex is especially well-suited to care for English bulldogs and other "short nose breeds" that are often not welcomed on other modes of transport

Initial Business Response /* (1000, 5, 2015/12/01) */
Contact Name and Title: G***, Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@huntecorp.com
For the purposes of the Revdex.com I will refer to "complaint writer" as "you" and/or "your" and Petex is referred to as "we" and the writer
of the response as "I" in this response
First of all, let me express to you how sorry we all are to hear about your puppy's health issues
It is shocking that you report your puppy was not delivered clean, happy, and healthy; that is certainly NOT the experience reported by an overwhelming majority of our customersI am sure you must be right about buying him from a reputable breeder, this statement is supported by your breeder's choice of Petex for transport because we are considered the best when it comes to protecting the health of the puppies we deliver
We fully agree that your puppy was certified healthy prior to boardingEvery puppy that rides with us MUST have a signed veterinary certificate of heath or we will not allow them to be on our vehicle
We both agree that your puppy was only in our care for approximately an hour period
You are right in stating your puppy appeared heathy upon being welcomed into the Petex transport systemYou should know every puppy is examined again by our veterinarians upon boarding as a final precautionary step
You state in the complaint the confirmed presence of intestinal parasites, but our record show no symptoms were ever noticed, even at the time of deliveryThis lack of obvious illness would seem to be supported by both the independent Veterinary Certificate of Health and the Petex waybill document was signed by the breeder on 10/12/when Petex welcomed the puppy into our delivery system, and then this same document was signed by the writer of the complaint upon delivery 10/13/No notes of symptoms are made on this document
Furthermore, in our delivery vehicles (unlike nearly all other transporters) each travel cabin has clinical grade stales steel "wash-downs" to insure your puppy would never come into contact with other puppy's excrement (which is how such infections are spread)This further seems to cast doubt on our vehicle as the only likely place of infection
You state that your puppy started showing symptoms of the parasites, including diarrhea, right away at/after deliveryAlthough this was not noted in the documentation, this would be the likely reason he could not be delivered clean as and the unpleasant odor you sited
The contention your puppy was infected and became symptomatic during the hours we were transporting him would be questionable, due to the fact hours is too short a time-frame for an infection to occur and symptoms to be presented
As a transporter, our liability ends upon delivery; Petex cannot assume financial responsibility for your puppy's veterinary care after deliveryOur terms of service agreement clearly states we are not liableWe do require a signature from every customer that transports with PetexThis is all standard practice in animal transportThere is a place for health notes or other issues to be written and there is no such notations associated with this delivery
It's unfortunate that illness exists in the world, and this reality even applies to your puppyYou consider the breeder to be very responsible, and they would appear to be so based upon their choice of the best puppy transporter PetexSo in this case it may be true that everyone did everything right but yet the reality of illness still persists in the world
I am certainly willing to discuss this with the writers of the complaint but it is not likely that our position in this issue will change given the facts we currently have presented
We do thank the writer of the complaint for the feedback as every complaint affords us the opportunity to improve what is already the safest and most humane puppy transport system on earth

Initial Business Response /* (1000, 6, 2015/09/26) */
Contact Name and Title: G. [redacted]
Contact Phone: (XXX)XXX-XXXX
Contact Email: [redacted]@huntecorp.com
It is an unfortunate reality that illness exists, and it is also a reality that when a person welcomes a pet into their home they also...

welcome the responsibility for the pet's care.
At Petex we welcome our responsibility to our customers and accept the burden of liability where it is legitimate for us to do so.

The writer of this complaint first contacted our manager on 9/21/2015.
The writer of the complaint's email correspondence states (and our records agree) that the puppy was delivered to a third party over four months ago on 6/16/2015.
The puppy was delivered with no reported signs of any illness to a third party. This third party would be "our customer" and not the individual that wrote this complaint.
In his emails the writer of the complaint states that he purchased the puppy from "our customer" at a later date.
The Petex Manager communicated, in a timely manner, to explain our burden of liability is only to "our customers" and obviously cannot be extended to someone that later takes ownership of the pet.
We are open to further communication with the writer of the complaint, but given the facts surrounding this issue, it is doubtful that his request for Petex to pay for his veterinary bills will be met.
*It should be noted that the writer of the complaint claims to have contacted Petex at some earlier date via a single email but no record of that email was found. No phone calls or other attempts to make contact have been made from the individual until 9/21/2015 after this point our manager and the writer of the complaint have logged numerous emails regarding this issue.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have the original email that was sent out back in 06/30/2015. I also sent another email via their website a few weeks before 9/21/2015 which had no response, so I re-sent ANOTHER email on 9/21/2015 to which I finally got a response from.
The manager ignored the response from the breeder who confirmed that the puppy was delivered straight from the transport to us. It never even had time to go back to the breeder's place.
As shown in the previous email, the breeder, [redacted] confirmed that as soon as she picked up the puppy, she immediately went straight to my wife who picked up the puppy.
Parvo requires 5-10 days to incubate (which means, there's no symptoms) before it starts to show any effects. From the time she was diagnosed with Parvo, we have had the puppy for less than 3 days (in fact, a little bit over 48 hours) before she was diagnosed with Parvo at the vet's office.
This means that the puppy got parvo during the transportation and it means that the shipping company should be responsible for getting the puppy infected.
The manager also refuses to respond to additional emails asking her if petex is not responsible for the pet getting parvo, then who is? since the timeframe puts the puppy's infection during the transportation stage.
I have responded back to the manager since 09/24/2015 and still have not received a response in return.
Final Business Response /* (4000, 12, 2015/09/30) */
We welcome the record of the emails posted by the person launching this complaint.
The emails attached by the complaint writer clearly show our staff's timely communication and demonstrates the key facts surrounding this issue.
1.The writer of the complaint was not our customer, and instead procured the puppy from a third party at some later point.
2.The writer of the complaint did not contact us until four months had passed after our delivery of a puppy that our customer received and agreed was healthy in writing by signing our waybill.

We are willing to continue to communicate with the writer of this complaint but it is not likely, given the facts.
Petex delivers the happiest healthy puppies and continues to transport for the customer that the writer of the complaint bought the puppy in question from.
Final Consumer Response /* (4200, 14, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find this a serious issue of ignoring the facts again and again.
1. The emails show that it took the me 3 attempts to even get a response.
2. The staff twisted the facts to make it seem as if the breeder took the puppy back home and waited a while before we picked her up, when the breeder confirmed that she picked up the puppy from Petex and went straight to deliver the puppy to my wife within the hour.
3. As anyone who knows anything about parvo, it is a fact that parvo takes 5-10 days to incubate before it shows a symptom. Considering that the puppy got the initial infection when it was being transported by the company, it would definitely look "healthy" because the ailment is still incubating.
The fact that the staff in question have still ignored these facts and claim that they deliver healthy happy pets regardless of the actual health status shows that their claim of delivering "the happiest healthy puppies" as a lie because if there are any problems whatsoever that occurred in the delivery, they will refuse to listen and twist the facts to make it seem like it was not their fault.
Even in the emails, they have ignored the fact that the ailment takes a few days to incubate and the incubation time matches up with when the puppy was in the transport. They also misrepresent the information that were given to them to make it sound like the breeder took the puppy back for a long period of time and then we picked it up later, which we did not and we have repeatedly clarified that the breeder delivered the puppy to us immediately (WITHIN THE HOUR).
When questioned with who the responsible party is, Petex even refuses to respond.
This is an issue of a company that refuses to solve a problem that was caused by them. I find that the staff who handled the customer service constantly cherry picks and twists all the information provided and continues to make dubious claims about being the best transport company. You can't claim to be the best when you can't even bring yourself to try to solve a problem that was caused by your company, and instead twists facts and also literally admit (in the email dated 09/24) that "you are not responsible for any dissatisfaction or problem with animals transported." which implies that you refuse to accept responsibility of any problems that arise during the transportation of the puppy.

Initial Business Response /* (1000, 5, 2015/08/05) */
In response to Revdex.com CASE#: XXXXXX:
1. Petex does acknowledge that on approximate dates mentioned in the complaint we did transport one English Bulldog from [redacted] in Missouri to the person(s) she was transferring the puppy to in New...

York State.
2. We only accept puppies for transport that are certified healthy and the puppy was delivered in good health by all known indications.
3. According to documentation provided by the puppy's owner in New York, Sometime after delivery the puppy became ill and required treatment for a common respiratory condition. This upper-airway infection is a common illness in English Bulldogs, and is not the more serious condition mentioned in the complaint.

4. We have communicated with the writer of the complaint on more than one occasion trying to resolve her issue.
5. She has not been able to present us any documentation of veterinary diagnosis nor documentation of her expenses related to this issue.
6. The writer of the complaint has never requested for us to reimburse her. When we attempted to discuss the possibility for compensation we were told she preferred to make negative posts on Revdex.com.org, and other on-line media forums.
7. She has acknowledged signing a standard transport document that clearly states that we do not guarantee the health of animals we transport after delivery. This is the common practice in live animal transportation industry.

In summary, Petex has proactively tried to find a resolution to the writer's complaint prior to her making this complaint on Revdex.com.org. She has not made any of the reasonable efforts to resolve it upon our request for documentation. Petex assumes no responsibility for any negligence or wrong doing based on all information we have at this time, nor do we anticipate any documentation or other proof will be legitimately produced to reverse this position.
According to our last communication with the puppy's owner, this English Bulldog puppy is doing well. Due to our in-route care and vehicles engineered for the protection of pet's health Petex is especially well-suited to care for English bulldogs and other "short nose breeds" that are often not welcomed on other modes of transport.