Town Puppies Reviews (%countItem)
Town Puppies Rating
Address: 28274 Old Town Front St, Temecula, California, United States, 92590
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Address: 28274 Old Town Front St, Temecula, California, United States, 92590
Phone: |
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Web: |
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Add contact information for Town Puppies
They require you to buy pet health insurance that never pays claims.
Purchased a puppy from Town Puppies in Temecula in February 2018, with the required pet insurance and health evaluation.
She was immediately diagnosed by my vet with a round worm infestation and grade 4 luxating patellas in BOTH knees which would require surgical repair when she was fully grown. The surgery would cost $4500.00.
I submitted a claim on 1/27/2020 with CPFF LLC. My claim was approved for $1334.99 three days later but payment was not remitted. After following up many times in 5 months, they stopped responding and have not issued payment.
I purchased a puppy 12/09/2019 from Town Puppies and I was given a very sick puppy. The dog was confirmed by the company as having his vaccines and being treated correctly and in the correct environment. I have filed a claim with the company on more than one occasion. I am now in debt for the dog which cost me $2007.00 as well as the vet bills trying to rectify the sickness.
The puppy is severely ill. I have now looked into getting some money back or help with vet bills and the company was only willing to give me store credit. I am not willing to accept store credit in the amount of $300 and I want to file a claim here because several other people have been sold a sick puppy from this company.
(please read the reviews online) I should have done more research. The company has agreed to help with one vet bill for the amount of $300 however the puppy is still sick with pneumonia and is coughing up blood and coughing constantly. He is having diarrhea from his bowels being so soft and has been on several medications.
I had a vet visit again last night for an x ray and they asked me in the office if I wanted to continue on with him or put him down because he is that sick. I need this company to take responsibility for their negligence.
Good Afternoon,
First we would like to apologize to the Revdex.com for any inconvenience this complaint may have caused. Town Puppies would also like to apologize to *** for having a bad experience. We have looked into ***'s case and found many things that are a bit defamatory and inaccurate.
Before we begin the specifics of this claim we would like everyone to understand in the past 30 years we have always stood behind our clients and more importantly our pets. We have each client sign a CA-1*** Shared Health Agreement which is good for the life of the pet or to the limit of what the client paid for the pet. Both client and pet center are to abide by the mutual contractual agreement.
Additionally, each contract is read out loud to the client while the client reads along before they adopt a pet from our organization. They are then instructed to sign the CA-1*** Shared Health Agreement provided they fully understand the contract. We also have them go over and sign the following forms:
1. Pet Information Form part 1 and 2
2. Medical Records
3. Daily Inspections
4. Physical Examination Chart from the Veterinarian
5. Pet Health Disclosures and Reality
6. CA-1*** Shared Health Agreement pages 1, 2, and 3
7. Pet Health Exit Inspection Form
8. Neuter or Spay incentive
Each of these forms is essential because we are dealing with a live animal rather than a product. We want our clients to fully understand they are adopting on a life for life. This also means the client may from time to time come across unexpected medical expense which no one can predict. For this reason we offer the Shared Health Agreement with the client upon adopting a pet from us.
We cover Viral and Congenital issues. Other expenses such as regular health care, shots, wormers, x-rays, blood panels, nail trimming, ear cleaning etc. are at the sole discretion of the client. The client is the owner of the pet and should take on the responsibility for the health care of their pet. The client is the only person that can agree or disagree with a veterinarian recommendation. Each client agrees and signs to these terms before they adopt a pet from us.
Our Response
*** claimed we make it a regular practice to sell sick pets. If there was any validity to her statement then we would not have been able to conduct business for the last 30 years. It makes no financial sense to send home an ill pet especially if we have a Shared Health Agreement with each client.
We work with Government Regulated Rescue groups throughout the United States of America. We are also governed by State and Federal law. In any case, we have always helped all of our true clients and pets in need.
*** has stated her veterinarian claimed they were given the option of euthanizing their pet. This is the first we are hearing of this decision. The claims department has no record of such claim nor do we have a written letter by a veterinarian suggesting euthanizing is an option. You will learn as we move forward *** veterinarian gave her pet vaccinations on January 30th 2020. A veterinarian would not administer vaccinations to an ill pet or any animal that needs to be euthanized.
As part of our concern we have included all email correspondents from the client and claims department.
I am rejecting this response because:I was not able to attach all files I have there are several. Here is the break down of why I would like Town Puppies to take responsibility.I purchased my dog on 12/15 at Town Puppies, please see image of receipt with date above. The amount paid was $2007.27.They claim they sell rescue dogs yet they charge an obscene amount of money. I left Town Puppies with my new dog only to find out he was severely sick. Due to the vet being closed on Christmas eve and Christmas day and the chaos of Christmas I chose to take my dog on 12/2612/26 I saw Sky Canyon Animal Hospital because I was referred to them via Town Puppies. There was a referral in my contract I was given. Please see the above attached receipt for $655.94. I left the animal hospital and returned to Town Puppies with the receipt and dog in tow. I told them they sold me a sick puppy and advisedof the amount I paid. They brushed me off and told me to file a claim. 12/27 I filed a claim as they advised with Town Puppies. I did get a response from Demetrius Shoemaker on 12/27. He advised me that we had a shared health agreement.CA-1***, IT READ AS FOLLOWS: KEEP IN MIND YOUR SHARED HEALTH AGREEMENT STATES YOU MAY RECEIVE REIMBURSEMENT UP TO 100% OF THE FEE YOU PAID FOR YOUR PET. THE AGREED AMOUNT IS ONLY FOR APPROVED MEDICATION COSTS WITH THE FIRST $350 BEING ISSUED AS STORE CREDIT. THEY TOLD ME MY INVOICES WERE REVIEWED AND I WOULD GET $330.89 IN STORE CREDIT.01/09 I responded and advised I needed to get the money instead of the store credit because the vet bills were getting to be ridiculous. I saw that Town Puppies stated that shots will not be administered if the puppy is sick. They are correct and Sky Canyon Animal Hospital did deny doing shots. They told me the puppy was to sick. As you can see from the above pictures I have had to make several payments to several vets and animal hospitals. As of today 02/22 I have paid a total of $1,682.98. Town Puppies has only given me $366.89. I have not cashed this check since we have an ongoing dispute. As of today I have taken my puppy to the vet and they are refusing to give him his shots because he is still sick. I purchased my puppy back in December and it is almost March and my puppy is still not able to get his shots due to being so ill. At this time I am asking they honor the above shared health agreement. It stated in the email YOU MAY RECEIVE UP TO 100% OF THE FEE YOU PAID FOR YOUR PET. I would like the full $2007.27 I paid for the puppy. The dog is still sick and as of last Thursday at the most recent visit on 02/20 Butterfield Animal Hospital denied him getting shots.This was also the animal hospital who recommended putting him to sleep. According to the reviews online both through Google and Yelp this is typical practice for Town Puppies to sell sick animals. I am not alone in my dispute. I paid over 2k for a puppy and now almost another 2k in vet bills. My puppy cannot be walked or taken out because his shots are not up to date due to being so ill. I am not satisfied with this result. I have contacted the rescue company they work with and let them know the issues and asked for more information about my pet, as Town Puppies told me they could get this information pertaining to my dog. At this time Charlie, ( the dogs name) is part of our family and we love him. We want him well and able to take trips and go outside for walks. Having such a sick puppy has been a huge burden. I have had to get sitters for my dog, install cameras to watch him and have baby gates installed on my walls to keep him safe. I fear coming home and him laying there no longer alive. My dog has diarrhea and a terrible cough and due to his bowels being so runny I am also having to get my carpets cleaned. Along with buying all the things the vet recommends. I have spent a lot of money to date trying to help my pet and the seller Town Puppies does not want to take responsibility for any of this.
Good Afternoon,
We would like to apologize to the Revdex.com again for any inconvenience this complaint is still causing. We have reviewed ***'s response and found many things that are still defamatory and inaccurate. ***'s continued false accusations against us is not helping matters. Instead, we all should be focusing on her pet.
Our 2nd Response
*** originally claimed we were not following our part of the Legal binding CA-1*** Shared Health Agreement. She also stated that claims did not waive the amount she requested in veterinarian bills as check form rather than store credit. All of which were not true. We have submitted proof of her claim and emails. *** has admitted in her second response she has had possession of the check which she elected not to cash.
*** is now claiming she has additional invoices which she elected not to upload because there were to many pages.
Our claims department cannot disburse any money if they do not see proof of detailed paid invoices. At this point all we have on file is what we reimbursed her for.
Once *** submits her invoices as stated in our original response Exhibit 8 paragraph 3,4 and 5 then claims will be able to assist further. If she cannot upload the invoices, then she can fax them to the number given on Exhibit 8 paragraph 4 which reads:
To ensure accuracy and to mediate or arbitrate your claim, you must email ***@gmail.com and fax your invoices and statements to . The date of your email and cyber fax will be considered the official day of your claim and must be done within 5 days of learning of any health issues.
*** is now demanding we reimburse her for the pet and outlined part of our legal agreement but did not highlight the rest as written on Exhibit 8 paragraph 3 which reads:
Pet Claim will reimburse up to, but not to exceed 100% of the fee you paid for your pet. Reimbursements are for qualified medication treatment only.
Conclusion:
We are adhering to the agreed CA-1***. *** needs to fax or email claims with any additional detailed invoices so they can assist her. We are also requesting *** read the CA-1*** Shared Health Agreement again. Going back and forth of what is already written and agreed to is unproductive. Our main concern is her pet.
Again, we apologize to the Revdex.com for any inconvenience.
Sincerely,
Town Pupppies