The Puppy Store Of Orange County

Hello, this pup was purchased by [redacted] and came down with a coldThe customer contacted us very upset stating it was disrupting her scheduleI immediately apologized and offered to take the pup to her needed veterinary care for the customer if it helpedThe customer (((denied))) my request to helpI was contacted by the customer at a later time that the cold had turned into pneumoniaI immediately offered [redacted] the options stated by California Law (as stated in the sales contract she signed)She has the option to return the pup for a full refundReturn the pup for a replacementOr keep her and we will continue to cover hospital fees until she recoversNo where in our sales contract does it state "half you money back." A customer cannot make changes to a sales contract as he or she pleases, no matter how emotionalAt a later time, I was informed by the hospital, the customer brought the pup in for treatment days after her scheduled appointmentdays is a extremely long time to leave a pup left untreated, especially a brachycephalic breed such as a BulldogI feel the cold did not have to turn into pneumonia and had a very good chance of avoiding itThe customer is also claiming the pup has a major lifelong breathing issue and demands her money back "for a dog that I will continue to have to fork out money on throughout all this dog's life!" The pup she purchased indeed had a cold, that was definitely our faultIn my opinion, the pneumonia could have been avoided if the pup got the treatment she needed right awayWe spared no expense and paid for all treatments as we shouldThe pup has fully recoveredI've informed the customer multiple times, if she is making a claim, she needs to follow protocol as stated by California LawShe should not resort to threats and scare tactics but instead, provide us with a letter from a vet, or medical bills, or some sort of diagnosisShe has a year genetic health guarantee with the storeIf the pup indeed has a breathing issue, let's resolve it the right wayIt has been 4-months since her purchase and we have yet to see any type of medical bill or proof of her claimsI think that alone speaks volumes

Revdex.com: I have reviewed the response 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.The owner is very good at twisting the sequence of eventsThe dog was purchased on the weekend By Tuesday of the new week..so 2-days later, the dog could not breatheI left several messages with the owner at the Santa Ana Mall Puppy StoreI was told he would call me backBy the following day, I had left several messagesAt approximately 4pm on that wednesday I got ahold of the owner, ***I explained I left several messagesHe apologized and said no one gave him the messagesHe told me to take the puppy to the vet they work withI explained how frustrating this was to bring a new puppy home and not be able to enjoy her but instead have to run her aroundI also explained I work days a week, which makes it difficultHe did offer to help by me dropping off the dog at the pet store and they could take her to the vetI explained that since they have mall hours and open at am .I still would have to miss work to get the puppy to them.The puppy was taken in immediately I have vet records .She was left there at the vet hospital for days because the drrecommended she do constant albuterol breathing treatments and have medical supervision the "cold" was no cold at all It was full blown pneumoniaThe dr at the hospital ( which is where the owner told me to take the puppy) called me back into the area of the hospital that normally pet owners are not allowed only to show me on the computer, the X-ray showing the puppy's narrow airway passageThe obvious concern is that even once this pneumonia was treated, the narrow air passage was a genetic issue that could not be fixed.After a couple weeks and the dog being hospitalized for a lengthy time, she was feeling much better and wasn't suffocatingI phoned ***, the owner and explained my concernHe stated I could return the dog for a full refund I explained that my kids would be devastated to give up the puppy as she was a part of the familyAlso, I explained that I was concerned for the dog and didn't want her to end up GOD forbid euthanized because of the genetic problemI explained to [redacted] that perhaps he and I could work this out where I will keep the puppy, but he needs to make a price adjustment since the probability of many years of breathing problems due to the narrow air passage this dog hadHe told me that, that was not an option and either I return the dog for a refund or keep it and deal with itHence, my complaintThese puppies being sold in pet stores should be screened for such defects- especially when bulldogs generally have a hard time breathing, having an additional genetic malformation could be very detrimental, and consumers need to be assured they are not buying a dog with genetic issuesThe dog cost $at a discountI only purchased it from the pet store instead of a private party because I didn't want to go to a "non-reputable" placeI chose to pay more for the added peace of mindHowever, I never got that peace of mindOwner is aware of my position about taking the puppy away from the kids-since she is now part of the family .and choses to stick to his guns about not refunding anything for the genetically malformed dogMy next step is to file a small claims lawsuit to get his handled once and for all [redacted]

The customer has a year health guarantee and credit with the store for veterinary fees up to times the amount she purchased the puppy for, as stated by California LawIf indeed the pup has a major breathing issue, the store must help with the medical billsI've asked multiple times for a review of the current state of the puppyHow is the puppy doing? I would like to know what is going on, that way, if indeed the pup is struggling, absolutely we will helpBut it is extremely premature to ask for a refund on a dog that does not currently have any breathing issuesIf the pup is fine and is not currently accruing further medical bills, I fail to see a reason for a refundThe customer has a health guarantee until August I will extend that guarantee another year to August

Hello, this pup was purchased by [redacted] and came down with a cold. The customer contacted us very upset stating it was disrupting her schedule. I immediately apologized and offered to take the pup to her needed veterinary care for the customer if it helped. The customer (((denied))) my request to...

help. I was contacted by the customer at a later time that the cold had turned into pneumonia. I immediately offered [redacted] the 3 options stated by California Law (as stated in the sales contract she signed). She has the option to return the pup for a full refund. Return the pup for a replacement. Or keep her and we will continue to cover hospital fees until she recovers. No where in our sales contract does it state "half you money back." A customer cannot make changes to a sales contract as he or she pleases, no matter how emotional. At a later time, I was informed by the hospital, the customer brought the pup in for treatment 6 days after her scheduled appointment. 6 days is a extremely long time to leave a pup left untreated, especially a brachycephalic breed such as a Bulldog. I feel the cold did not have to turn into pneumonia and had a very good chance of avoiding it. The customer is also claiming the pup has a major lifelong breathing issue and demands her money back "for a dog that I will continue to have to fork out money on throughout all this dog's life!"  The pup she purchased indeed had a cold, that was definitely our fault. In my opinion, the pneumonia could have been avoided if the pup got the treatment she needed right away. We spared no expense and paid for all treatments as we should. The pup has fully recovered. I've informed the customer multiple times, if she is making a claim, she needs to follow protocol as stated by California Law. She should not resort to threats and scare tactics but instead, provide us with a letter from a vet, or medical bills, or some sort of diagnosis. She has a 1 year genetic health guarantee with the store. If the pup indeed has a breathing issue, let's resolve it the right way. It has been 4-5 months since her purchase and we have yet to see any type of medical bill or proof of her claims. I think that alone speaks volumes.

Revdex.com:
I have reviewed the response 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.The owner is very good at twisting the sequence of events. The dog was purchased on the weekend…By Tuesday of the new week..so 2-3 days later, the dog could not breathe. I left several messages with the owner at the Santa Ana Mall Puppy Store. I was told he would call me back. By the following day, I had left several messages. At approximately 4pm on that wednesday I got ahold of the owner, [redacted]. I explained I left several messages. He apologized and said no one gave him the messages. He told me to take the puppy to the vet they work with. I explained how frustrating this was to bring a new puppy home and not be able to enjoy her…but instead have to run her around. I also explained I work 6 days a week, which makes it difficult. He did offer to help by me dropping off the dog at the pet store and they could take her to the vet. I explained that since they have mall hours and open at 10 am….I still would have to miss work to get the puppy to them.The puppy was taken in… immediately…I have vet records….She was left there at the vet hospital for days because the dr. recommended she do constant albuterol breathing treatments and have medical supervision…the "cold" was no cold at all…It was full blown pneumonia. The dr at the hospital ( which is where the owner told me to take the puppy) called me back into the area of the hospital that normally pet owners are not allowed…only to show me on the computer, the X-ray showing the puppy's narrow airway passage. The obvious concern is that even once this pneumonia was treated, the narrow air passage was a genetic issue that could not be fixed.After a couple weeks and the dog being hospitalized for a lengthy time, she was feeling much better and wasn't suffocating. I phoned [redacted], the owner and explained my concern. He stated I could return the dog for a full refund . I explained that my 5 kids would be devastated to give up the puppy…as she was a part of the family. Also, I explained that I was concerned for the dog…and didn't want her to end up GOD forbid euthanized because of the genetic problem. I explained to [redacted] that perhaps he and I could work this out where I will keep the puppy, but he needs to make a price adjustment since the probability of many years of breathing problems due to the narrow air passage this dog had. He told me that, that was not an option and either I return the dog for a refund or keep it and deal with it. Hence, my complaint. These puppies being sold in pet stores should be screened for such defects- especially when bulldogs generally have a hard time breathing, having an additional genetic malformation could be very detrimental, and consumers need to be assured they are not buying a dog with genetic issues. The dog cost $3000.00 at a discount. I only purchased it from the pet store instead of a private party because I didn't want to go to a "non-reputable" place. I chose to pay more for the added peace of mind. However, I never got that peace of mind. Owner is aware of my position about taking the puppy away from the kids-since she is now part of the family….and choses to stick to his guns about not refunding anything for the genetically malformed dog. My next step is to file a small claims lawsuit to get his handled once and for all.
[redacted]

Review: Sold us a dog that not only had " kennel cough"- per their own recommended vet.. But it turned into full blown pneumonia... Had the dog now for 6 weeks.. And now for the first time, she can breathe and isn't hospitalized. They covered the medical bills... But by the time we get to enjoy this dog.. She's not our little tiny puppy.. She's grown... Have spent at least 5-7 times at vet... Disrupted our work hours... Our family time...and to make matters worse, copies of the chest X-rays point a very sad lifelong breathing issue because of the dogs narrow congenital defective breathing airway.

Owner, [redacted] gave us only 2 options.. 1. Return the dog, which the kids were outraged about 2. Live with the lifelong problems.

We asked for a discount if we keep the poor puppy.. Was told no way. Credit card company supported a dispute for half of the $3000.00 cost of the dog... What a nightmare... If he dares challenge this.. We are going to court for dispute of the full amount....selling a dog with medical problems is completely unethical ... And if it happened by accident and store didn't know , they should rectify the situation. Hard to give a puppy up after your kids think it's part of the family... Shane on the store for not offering to work with us...

I was recently contacted by the owner, [redacted]....Tried to tell me that the dog does not have a genetically narrow air pipe is beyond incorrect. I don't need to provide him with medical records to the vet that his store works with.. He has direct access to those records. He can get copies of the X-rays and medical treatment for this poor dog! Shame on him and his store! Not only should he cover all of the medical bills, he should not keep any of the $3000.00 for a dog that I will continue to have to fork out money on throughout all this dog's life! Owner made a big deal out of giving me a $39.00 bag of dog food? Are you kidding me? He owes me $3000.00! Going back and forth now with the credit card company on the disputeDesired Settlement: I told him I would keep the sick dog but expect at least half my money back.

Business

Response:

Hello, this pup was purchased by [redacted] and came down with a cold. The customer contacted us very upset stating it was disrupting her schedule. I immediately apologized and offered to take the pup to her needed veterinary care for the customer if it helped. The customer (((denied))) my request to help. I was contacted by the customer at a later time that the cold had turned into pneumonia. I immediately offered [redacted] the 3 options stated by California Law (as stated in the sales contract she signed). She has the option to return the pup for a full refund. Return the pup for a replacement. Or keep her and we will continue to cover hospital fees until she recovers. No where in our sales contract does it state "half you money back." A customer cannot make changes to a sales contract as he or she pleases, no matter how emotional. At a later time, I was informed by the hospital, the customer brought the pup in for treatment 6 days after her scheduled appointment. 6 days is a extremely long time to leave a pup left untreated, especially a brachycephalic breed such as a Bulldog. I feel the cold did not have to turn into pneumonia and had a very good chance of avoiding it. The customer is also claiming the pup has a major lifelong breathing issue and demands her money back "for a dog that I will continue to have to fork out money on throughout all this dog's life!" The pup she purchased indeed had a cold, that was definitely our fault. In my opinion, the pneumonia could have been avoided if the pup got the treatment she needed right away. We spared no expense and paid for all treatments as we should. The pup has fully recovered. I've informed the customer multiple times, if she is making a claim, she needs to follow protocol as stated by California Law. She should not resort to threats and scare tactics but instead, provide us with a letter from a vet, or medical bills, or some sort of diagnosis. She has a 1 year genetic health guarantee with the store. If the pup indeed has a breathing issue, let's resolve it the right way. It has been 4-5 months since her purchase and we have yet to see any type of medical bill or proof of her claims. I think that alone speaks volumes.

Consumer

Response:

I have reviewed the response 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.