The Puppy Place

Does not want to cover medical cost for disease puppy got while in their care prior to being sold.Upon taking our puppy to the vet, we were informed he had a microscopic parasite called Giardia which results from either contaminated water or by consuming feces from another animal that has the disease. I contacted the pet store on 1/15/14 which was immediately after speaking to the vet. I spoke to someone name [redacted] who said he could not help me because Giardia is not covered by the warranty. He then refereed me to his manager [redacted] who I spoke to on 1/16/14. [redacted] also told me Giardia is not covered by the warranty. I informed her that the warranty does not state that. She then said to me that the blue paper does not list what they cover and do not cover but their yellow paper warranty does. I asked [redacted] to give me the phone number of who owns the store as I was told the night before by [redacted] that it is a small family owned business. [redacted] stated that she cannot share that information with me and the company is owned by corporation and she will contact them and get back to me on 1/17/14. To date, [redacted] has not called me back. I researched the company and found another location in Connecticut which is where they are incorporated. I called the store in CT and spoke to someone name [redacted] who has taken my information as well as the information about the puppy and she said she too will call me back after she has researched the issue. It has not been a week and I have yet to hear back from [redacted] as well. The workers at this company is preventing customer contact with the owner(s) of the store and is refusing to assist customers in covering the medical cost for illnesses that the puppy got while at their location even though their warranty clearly does not state what they do and do not cover. Desired SettlementI will like the company to reimburse me for all medical expenses that I had to pay to treat the parasite. The cost has not yet been finalized as the puppy has to be retested next month to determine whether or not the first set of medicine has gotten rid of the disease. If it did not, the puppy has to be treated again for 10 days and then be retested. This will continue to happen until he is cleared of the disease.Business Response The Puppy Place health warranty adheres to Massachusetts Pet Shop Statute 330 CMR 12.05: (3). The Puppy Place also offers a health warranty regarding hereditary issues on all dogs we send home. Unfortunately in Ms. [redacted]'s case, her puppy's issue was non-hereditary. However we do understand that as with every and all living, breathing beings, puppies can become ill despite the vaccines, de-worming medications, and other preventative care given to prevent it. Therefore we are always willing to work with any customer whose new puppy may be experiencing health issues. Our store [redacted] presented options to Ms. [redacted] which Ms. [redacted] chose not to pursue. One of those options was to return the puppy to us and we, with the assistance of our veterinarian, would treat her puppy at our expense. When her puppy was free of his health issue he would be returned to her. The Puppy Place has thousands of satisfied customers who have taken home happy, healthy puppies and it is for this reason that we have been in business for seven years now. Our well trained staff works diligently every day to provide a healthy environment for all of our dogs. The Massachusetts Department of Agriculture not only sets forth specific animal care guidelines which we follow but also conducts multiple inspections per year of our facility, ensuring our dogs and other pets are being well cared for.In the interest of promoting good customer relations we invite Ms. [redacted] to send copies of her veterinarian bills to our P.O. Box address: The Puppy Place[redacted], ** XXXXXUpon receipt we will forward the invoices to our veterinarians for their review and determination of what the cost to us for similar treatment would have been. This cost will be reimbursed to Ms. [redacted].I hope this is an agreeable and fair resolution. Thank you for your time.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I have no problems forwarding the bills to the company. However, based on the interactions and lack of concern I received from the management prior to reporting them to the Revdex.com, I would prefer for them to forward a bill from their vet on what it would cost to treat the Giardia. I have no faith in this company and no reputable business would compare a bill to their own vet prior to reimbursing a customer as I asked the company to have their vet treat the puppy during my first phone call with them and they refused. This attempt at a resolution is only to show that they are trying to work with me but it is far from it, what they are trying to do is unethical. Final Business Response see pdf.

The puppy place cleared a new puppy to be released to me and the dog had very bad cough and upper respratory condition! needed med attn asap I purchased this puppy on[redacted] The vet cleared it one day after the puppy place received him. I got the dog after the release and he was very sick and put on medication for 10 days. I have all the paperwork from the sale of the dog and a very hefty vet bill. This dog was diagnosed with a upper respratory illness. I have been back to the vet 3 times for this and have spent over [redacted] I am lookin for the first vet bill to be taken care of. No One has returned my MUTIPLE Calls!!! This is unexceptable and I need someone to get back to me about this matter.Desired SettlementI am looking for my vet bills to be rembursed due to this dog being very sick the day I picked him up from the puppy place in [redacted]. They have not gotten back to me on this matter and I have made several attempts to reach the owner of the co. with no progress. I have also submitted copies of everything they need for proof of this dogs diagnosis. All I am asking for is for the vet bill to be paid. I sent them a copy of the receipt and bill. Business Response THE PUPPY HAD RECEIVED A CLEAN BILL OF HEALTH FROM OUR VETERINARIAN ON [redacted] WITH A NOTATION THAT THE PUPPY HAD AN OPEN FONTENELLE.MS.[redacted] CALLED THE PUPPY PLACE A FEW TIMES WITHIN A 24 HR.TIME PERIOD PRIOR TO HER INITIAL VET VISIT AND SPOKE WITH A TEAM MEMBER OF HER CONCERNS.THESE ARE THE ONLY PHONE CALLS THAT WERE RECEIVED.ON [redacted] A CHECK WAS MAILED AND HAS BEEN RECEIVED BY MS.[redacted] IN THE AMOUNT OF [redacted]WE HOPE THAT HER PUPPY IS DOING WELL AND HAS BECOME A LOVED FAMILY MEMBER.SINCERELY,