Westmont Companies

Initial Business Response / [redacted] (1000, 5, 2016/12/12) */ According to Petland policy and to the specific warranty agreed to and signed by Ms [redacted] , Petland does not cover hip dysplasia in any bulldog breedsWe do however look for ways to help our customers and reimburse when we canWhat Mr [redacted] did say was that the health warranty did not cover this condition the [redacted] were experiencingMr [redacted] then asked about the Pets for a Lifetime program Mr [redacted] stated that program is designed for full replacement of a pet for the lifetime of the pet if something unforeseen happened such as a pet being hit by a car Mr [redacted] twisted the wording to suit his need for a complaintFor the purpose of trying to find a resolution, Petland extended a $store credit offer to the [redacted] 's, but they denied the offer Mr [redacted] is now attacking me personally and professionally He has threatened blackmail in a private message on the stores social media pageHe has reacted by posting inappropriate very negative reviews on our social media page about our store and me personally, and has targeted several customers from our social media page encouraging them to not do business with us Mr [redacted] has contacted other Petland stores in other states sharing his negative review on their social media pagesPetland Corporate supports our position and will also be involved where neededOur attorney has sent a cease and desist letter to the [redacted] Due to Mr [redacted] 's criminal history, we are also considering a restraining order We have all documentation in PDF form to submit if and when given the opportunity Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not eccept this responseAt the time of signing all papers they pushed across to my wife with assurance and brief description that they were what the sales lady said they wereThe sales lady verbally assured the pet to be in the best of health as we set an appointment with petlands partnered company(PAWS)Where directly after purchasing our puppy the vet at paws gave the puppy a physical and told us this puppy was in good health As far as the statement from Mr [redacted] about refunding my puppy if it was to be hit by a carI go on record before God and countryI NEVER ASKED ABOUT "Puppies for life"Mr [redacted] was telling me a possible way for me to get refundedWhen I got angry he changed his toneI did not twist any wordsThe phone call with mr [redacted] left me so angry and distraught that I physicaly and mentally hurt everytime I think about it I have spread awareness to people on my Facebook about how they treated me and how insensitive Mr [redacted] comments wereWhen a business sells a product that is not what they say it is then bad press is going to spread The only time I have called Petland in Joplin is to request resolution On December at 1:pm I received a call from MISS [redacted] (Wife of Mr ***) asking me (and I quote) "DO not call Petland anymore." "If you do we will consider it harassment"Leaving me no other options to resolve my issue with Petland directly My puppy Harley only uses her back legs 50% of the timeOn top of her early hip displacia she also suffers from Earley onset arthritis(I have all the documentation on a DVD from my vet ready to submit if and when given the opportunity to.) Miss [redacted] and Mr [redacted] continued to tell me these symptoms are "normal"Then go off subject when I ask them if it's at months oldIt is strongly assumed to me that this is a "puppy mill" puppySomething I knew nothing about until I contacted ASPCA and the humane societyI have spread awareness on this subject like talking to the Joplin globe about my puppy and where I bought her On My first complaint to the Revdex.com, is the same cut and paste statement I have put on my FacebookI don't know anything about other states The facts are I purchased a puppy for $ The puppy was declared in good health by (PAWS) partners to Petland The puppy was NOT in good health with hip displacia and arthritis Petland will not back up there product by way of payment of the sergury or refund on the puppy Final Business Response / [redacted] (4000, 9, 2016/12/20) */ On Monday, 12/19/16, [redacted] , who purchased Harley, reached out to the store to apologize for [redacted] 's behavior and actionsIn a conversation tonight, 12/20/16, Ms [redacted] stated she would like to accept the store credit and shared a little about Harley with us, as she has possession of the puppy, not Mr [redacted] , and they are not residing in the same householdHarley has a hard time in the mornings, but as the day goes on he improves drastically and does very wellMs [redacted] said she understands that she signed the health warranty paper and also understands that things happenMs [redacted] was very nice and calm and treated us like the nice people we are and not like criminalsThe fact is no one could have foreseen this issue was going to happen, but there is a chance when working with living breathing puppies, not everything will go perfectly every timePetland cannot control the environment or diet in which Harley livesHe should be on the right food with the right ingredients specific to the Victorian Bulldog (all Bulldog breeds), and should maintain a "level ground" life, not alot of incline or decline walking, jumping, or climbing stairsMs [redacted] stated she understands we could not have predicted or prevented this situation and is sorry for any damage [redacted] AKA Lucky [redacted] has attempted to causePetland has agreed with Ms [redacted] to look for alternative solutionsWe do want to be clear, in no way shape or form was there a discussion about how Mr [redacted] could obtain a refundThe decision was made to deny refund as per Petland policy prior to Mr [redacted] 's first harrassment call directly to the store and no to our warranty company who had delivered the verdict Tonight, we assured Ms [redacted] , Harley's owner, we will work with her to help any way we canAs for Mr [redacted] , we cannot control his frivilous allegations or actionsThis complaint should be resolved due to the fact Mr [redacted] is not in possession of the animal, Petland's contract is with Ms [redacted] , and she is willing to work with us as we are with her The facts are: [redacted] did not purchase Harley Harley was declared in good health by PAWS Veterinary Clinic Harley was in good health with no signs of hip displasia or arthritis at time of purchaseNot until Harley was approximately months of age was he diagnosed with issues Petland has reached out to Harley's owner to find resolution

Complaint: [redacted] I am rejecting this response because: All ? allegations are true as stated in the contract given to us by ***? and ***, in the picture attachedI got a dog but also scammed out of a good amount of money.? Thanks petland!? Sincerely, [redacted]

We have resolved this issue with the customers by replacing their pet with a new puppyEven though the allegations above are incorrect, we have resolved the issue with the customersSee attached invoice showing the replacement puppy.? ? Sincerely,? [redacted] ***Petland Joplin

Initial Business Response /* (1000, 15, 2016/08/10) */
We have a document on file signed by Ms*** that it has been satisfactorily resolvedJust FYI*** Bridges-Office Manager

Complaint: ***
I am rejecting this response because:
Your reasoning for not accepting the return makes no logical sense and is hypocriticalEvery day people come into your store and bring their pets from home and you have no idea where they have been either yet they are allowed in the store and near the stores merchandise and animalsWhere is the regard for your animals well being and health then? I used to work in the Petland store and we would even buy rabbits from customers who just walked into the store and the rabbits would be infested with fleas and they would just be thrown into the display cases right after purchase without any thoughtYou will lose customers with this kind of treatment and you act is if your customers are incompetent to youI was hoping by going through the Revdex.com I would receive a more professional and customer friendly attitude from you but that does not seem to be the case and I will no longer be contributing my service to this store and will be sure to let everyone know how this situation was handled
Sincerely,
*** ***

Initial Business Response /* (1000, 15, 2016/07/29) */
July 27,
Revdex.com Serving Southwest Missouri
SCampbell Avenue
Springfield, MO XXXXX
RE: Case #13787: *** L***
Revdex.com of Southwest Missouri:
We are writing in regards to the above consumer complaint
*** L***
adopted a Shih Tzu puppy from our store on 6/11/This puppy
was adopted thru our Adopt a Pet Program (enclosed please find a copy of the signed
Adoption Program)
At the time, Ms *** was given one free veterinary exam with Paws Vet Clinic
She was to take the puppy to Paws Clinic within business days from the day she
acquired the puppy and have it checked and make sure the puppy was doing well
At Petland, we offer our customers the option to purchase a CareFree package, where the
customer pays $total for the whole year and the puppy has unlimited check ups,
all necessary vaccines, exam for internal parasites, spay or neuter and $worth of
Grooming Spa coupons (pamphlet enclosed)Ms *** at the time opted out of the
Care Free program
Ms *** took Millie to Paws Vet Clinic on 6/13/and here are the notes/comments
by the veterinarian on that visit: Millie presented for exam, well puppy checkOwner
reported there was no coughing, sneezing, vomiting, or diarrhea and activity had been
goodMillie ate well in the exam room and was otherwise doing well at home, drinking,
urinating, defecating within limits bright and alert, Temperature
6/14/Paws Veterinary called to check on MillieRequested Owner to give us a call
with any questions/concerns
A week later - 6/20/Ms *** called and cancelled her appointment with Paws
Vet Clinic for 6/29/She wanted to let the veterinarian know that a degree temp
is feverish and now her puppy is sick and she took it to her own veterinarian
6/21/Ms *** contacted pawsitivesolutions (not a part of Paws Vet Clinic) to
make a claim on the veterinary expenses incurred and it was declined due to the Adoption
Contract clause
We at Petland strive to provide happy, healthy puppies to our customers and apologize
for any inconvenience caused to Ms ***
We are under veterinary supervision and provide the best environment and care to our
puppiesWe are very caring to our puppies/kittens and thru no fault of ours or
consumers, some of them do get sick (stress/change of environment, no rest, change of
diet, etc., etc.)
Even though Millie checked out free of any health challenges at the initial veterinary
exam, and we have not received any veterinarian reports/bills from Ms ***'s vet,
we would like to give Ms *** a $reimbursement check and $Petland
Gift Certificate
We are looking forward to an amicable solution to this situation
We have not received any previous notices from Revdex.com on this claimPlease note that our
email address is ***@petlandjoplin.com>
Sincerely,
Petland of Joplin
Management Team
Enclosure

Initial Business Response /* (1000, 5, 2016/10/07) */
Case # XXXXX
RE: Customer *** ***
To whom it may Concern:
This letter is in response to the recent complaint submitted by customer *** ***This customer purchased a Norwegian Elkhound puppy on 2/15/from the Petland in Joplin
MOCustomer contacted our customer support team on 3/14/advising the pet had been diagnosed with giardia on 3/12/2016, nearly a month after purchase
During the customers initial vet visit to the contracted Veterinary location, a fecal float was performed and found to be negative for parasitesPer the contract that was signed and agreed to at the time of purchase, Petland will provide treatment for medical issues diagnosed within the day warranty period from the date of purchase at no cost at the *** Veterinary Clinic locationUnfortunately as this diagnosis was made nearly one month after purchase, it would not fall under the day viral warranty coverage
Per Petland Joplin policy, any veterinary bills incurred at any other veterinarian other than *** Veterinary Clinic would be the financial responsibility of the customer, and would not be covered under the day viral warranty In light of the situation, Petland Joplin agreed to reimburse Mr*** for the initial round of medication used in treating his puppy At this time, Mr*** was advised that future coverage is only guaranteed at the contracted veterinarian being *** Veterinary Clinic as stated in the warrantyLater, customer submitted additional bills from an outside veterinary location for the purchased pet as well as multiple older petsUnfortunately, as stated in the contract provided at the time of purchase in which the customer signed, read, and agreed to;
"Petland Joplin will not reimburse or be responsible for any expenditure incurred at any veterinarian other than at ***
The invoices submitted by the customer are not in accordance with the warranty stipulations and are not reimbursablePetland strives to provide top quality care to our pets both in the store, and after finding their forever homePetland Joplin sends every customer home with a warranty as Petland will stand behind their pets 100%If the customer chooses to not use the contracted vet as stated in the warranty, then all invoices incurred would be responsibility of the customer
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2016/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom it may Concern:
This letter is in response to the recent complaint submitted by customer *** ***This customer purchased a Norwegian Elkhound puppy on 2/15/from the Petland in Joplin MOCustomer contacted our customer support team on 3/14/advising the pet had been diagnosed with giardia on 3/12/2016, nearly a month after purchase
During the customers initial vet visit to the contracted Veterinary location, a fecal float was performed and found to be negative for parasitesPer the contract that was signed and agreed to at the time of purchase, Petland will provide treatment for medical issues diagnosed within the day warranty period from the date of purchase at no cost at the *** Veterinary Clinic locationUnfortunately as this diagnosis was made nearly one month after purchase, it would not fall under the day viral warranty coverage
Giardia, as it was explained to me, is not typically found in a standard fecal float and requires special testing to detect Our dog was checked on the day of purchase at *** The dog had diarrhea when we got her home We thought it was related to the immediate change in food as Petland did not have the food she was eating there available for us to purchase I discussed the issue with our vet on her first vaccination visit Our vet advised to keep an eye on her and if the condition continued we would need to do a more detailed fecal test That test was done two weeks later when the condition continued and the Giardia was diagnosed at that time We immediately contacted Petland and were referred to *** *** *** from *** *** said they would cover everything
Prior to our bringing the Elkhound home we had three dogs living in our home/yard - one for years without any issues of Giardia I spent hundreds of dollars testing and treating our dogs as a result of this puppy's issues When tested, my two Schnauzers showed exposure to Giardia and had to be treated with medicines to prevent them from getting the condition During the testing process, my black Schnauzer purchased from the Joplin Petland was diagnosed with Coccidia which is another fecal/intestinal issue Our vet advised he likely had it at the time of purchase This Schnauzer was purchased from Joplin about month before the Elkhound Our two existing dogs had no previous or current issues and had never had them prior to the arrival of the Elkhound The Schnauzer was taken to *** for its first visit about a week after purchase At that time, he had a cough and was given medicine for that condition Neither dog purchased at Joplin was healthy at the time of purchase and required treatment and medicine The fecal floats performed by *** failed to detect either issue discovered during the more detailed testing that was performed
Per Petland Joplin policy, any veterinary bills incurred at any other veterinarian other than *** Veterinary Clinic would be the financial responsibility of the customer, and would not be covered under the day viral warrantyIn light of the situation, Petland Joplin agreed to reimburse Mr*** for the initial round of medication used in treating his puppyAt this time, Mr*** was advised that future coverage is only guaranteed at the contracted veterinarian being *** Veterinary Clinic as stated in the warranty This is not what we were told At the time of our pet purchase, we were told we could bring the dogs back to *** in Joplin to receive vaccinations at no cost or we could take them to our vet in Stanley, KS However, if we did that, we would have to pay for the vaccinations Easy choice for usThe cost of travel time and fuel was more than the vaccination costs, so we opted to take them to Stanley At no time were we told they would not take care of the puppy's initial health issues if any occurred, or that they were only covered if we drove them to Joplin It was and still is my understanding that the pets health was guaranteed Later, customer submitted additional bills from an outside veterinary location for the purchased pet as well as multiple older petsUnfortunately, as stated in the contract provided at the time of purchase in which the customer signed, read, and agreed to;
"Petland Joplin will not reimburse or be responsible for any expenditure incurred at any veterinarian other than at *** We sent bills showing all expenses incurred because of the Giardia/Coccidia found in the two pets from Joplin We would not have incurred any of these expenses if the dogs we were sold had been in proper medical condition at the time of the sale We had no health issues or problems until the Elkhound showed up sick with loose stools immediately after purchase We were not aware of this issue when she was taken to *** minutes after her purchase I am now out hundreds of dollars, not to mention time driving all the dogs back and forth to the vet on several occasions The Stanley vet is less than half the distance from our home compared to the *** vet in Joplin I would have spent even more had I taken them to Joplin
The invoices submitted by the customer are not in accordance with the warranty stipulations and are not reimbursablePetland strives to provide top quality care to our pets both in the store, and after finding their forever homePetland Joplin sends every customer home with a warranty as Petland will stand behind their pets 100%If the customer chooses to not use the contracted vet as stated in the warranty, then all invoices incurred would be responsibility of the customer
As I stated above, this is not what we were told Initially, we contacted the Petland in Joplin and then *** *** as soon as we became aware of the issue with the ElkhoundI feel we did everything in a proper manner and should have been told we had to go to Joplin for any further treatments if that was the policy ** from *** *** said they would take care of the situation and we just needed to send in bills to them Our Stanley Vet even contacted and discussed the situation with ** at the time this was going on
I am very disappointed with the Petland Store in Joplin and with the lack of any response from the Petland Corporate Office who was also contacted in reference to this matter I will not purchase any other animals from a Petland Store and would not recommend others to do so either I find it unacceptable that not only do I purchase two dogs from the Joplin Store within days and both turn out to be sick, but that Petland will not provide any financial assistance to me for the hundreds of additional monies spent
Thank you
Final Business Response /* (4000, 9, 2016/10/17) */
We are writing in regards to case # XXXXXX The store has been under new management since May and we are hoping to find a resolution to a matter we were not initially involved in In the spirit of compromise, Petland would like to reimburse the customer *** in veterinary fees We apologize for any inconveniences this may have caused and hope this compromise settles the complaint at hand Please confirm the customers current address so we can place a check in the mail
Thank you,
Petland Team
Final Consumer Response /* (2000, 11, 2016/10/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/12/12) */
According to Petland policy and to the specific warranty agreed to and signed by Ms***, Petland does not cover hip dysplasia in any bulldog breedsWe do however look for ways to help our customers and reimburse when we canWhat Mr***
did say was that the health warranty did not cover this condition the *** were experiencingMr*** then asked about the Pets for a Lifetime program Mr*** stated that program is designed for full replacement of a pet for the lifetime of the pet if something unforeseen happened such as a pet being hit by a car Mr*** twisted the wording to suit his need for a complaintFor the purpose of trying to find a resolution, Petland extended a $store credit offer to the ***'s, but they denied the offer Mr*** is now attacking me personally and professionally He has threatened blackmail in a private message on the stores social media pageHe has reacted by posting inappropriate very negative reviews on our social media page about our store and me personally, and has targeted several customers from our social media page encouraging them to not do business with us Mr*** has contacted other Petland stores in other states sharing his negative review on their social media pagesPetland Corporate supports our position and will also be involved where neededOur attorney has sent a cease and desist letter to the *** Due to Mr***'s criminal history, we are also considering a restraining order
We have all documentation in PDF form to submit if and when given the opportunity
Initial Consumer Rebuttal /* (3000, 7, 2016/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not eccept this responseAt the time of signing all papers they pushed across to my wife with assurance and brief description that they were what the sales lady said they wereThe sales lady verbally assured the pet to be in the best of health as we set an appointment with petlands partnered company(PAWS)Where directly after purchasing our puppy the vet at paws gave the puppy a physical and told us this puppy was in good health
As far as the statement from Mr *** about refunding my puppy if it was to be hit by a carI go on record before God and countryI NEVER ASKED ABOUT "Puppies for life"Mr *** was telling me a possible way for me to get refundedWhen I got angry he changed his toneI did not twist any wordsThe phone call with mr *** left me so angry and distraught that I physicaly and mentally hurt everytime I think about it I have spread awareness to people on my Facebook about how they treated me and how insensitive Mr *** comments wereWhen a business sells a product that is not what they say it is then bad press is going to spread
The only time I have called Petland in Joplin is to request resolution
On December at 1:pm I received a call from MISS *** (Wife of Mr ***) asking me (and I quote) "DO not call Petland anymore." "If you do we will consider it harassment"Leaving me no other options to resolve my issue with Petland directly
My puppy Harley only uses her back legs 50% of the timeOn top of her early hip displacia she also suffers from Earley onset arthritis(I have all the documentation on a DVD from my vet ready to submit if and when given the opportunity to.) Miss *** and Mr *** continued to tell me these symptoms are "normal"Then go off subject when I ask them if it's at months oldIt is strongly assumed to me that this is a "puppy mill" puppySomething I knew nothing about until I contacted ASPCA and the humane societyI have spread awareness on this subject like talking to the Joplin globe about my puppy and where I bought her
On My first complaint to the Revdex.com, is the same cut and paste statement I have put on my FacebookI don't know anything about other states
The facts are
I purchased a puppy for $
The puppy was declared in good health by (PAWS) partners to Petland
The puppy was NOT in good health with hip displacia and arthritis
Petland will not back up there product by way of payment of the sergury or refund on the puppy
Final Business Response /* (4000, 9, 2016/12/20) */
On Monday, 12/19/16, *** ***, who purchased Harley, reached out to the store to apologize for *** ***'s behavior and actionsIn a conversation tonight, 12/20/16, Ms*** stated she would like to accept the store credit and shared a little about Harley with us, as she has possession of the puppy, not Mr***, and they are not residing in the same householdHarley has a hard time in the mornings, but as the day goes on he improves drastically and does very wellMs*** said she understands that she signed the health warranty paper and also understands that things happenMs*** was very nice and calm and treated us like the nice people we are and not like criminalsThe fact is no one could have foreseen this issue was going to happen, but there is a chance when working with living breathing puppies, not everything will go perfectly every timePetland cannot control the environment or diet in which Harley livesHe should be on the right food with the right ingredients specific to the Victorian Bulldog (all Bulldog breeds), and should maintain a "level ground" life, not alot of incline or decline walking, jumping, or climbing stairsMs*** stated she understands we could not have predicted or prevented this situation and is sorry for any damage *** *** AKA Lucky *** has attempted to causePetland has agreed with Ms*** to look for alternative solutionsWe do want to be clear, in no way shape or form was there a discussion about how Mr*** could obtain a refundThe decision was made to deny refund as per Petland policy prior to Mr***'s first harrassment call directly to the store and no to our warranty company who had delivered the verdict Tonight, we assured Ms***, Harley's owner, we will work with her to help any way we canAs for Mr***, we cannot control his frivilous allegations or actionsThis complaint should be resolved due to the fact Mr*** is not in possession of the animal, Petland's contract is with Ms***, and she is willing to work with us as we are with her
The facts are:
*** *** did not purchase Harley
Harley was declared in good health by PAWS Veterinary Clinic
Harley was in good health with no signs of hip displasia or arthritis at time of purchaseNot until Harley was approximately months of age was he diagnosed with issues
Petland has reached out to Harley's owner to find resolution

We have resolved this issue with the customers by replacing their pet with a new puppyEven though the allegations above are incorrect, we have resolved the issue with the customersSee attached invoice showing the replacement puppy.? ? Sincerely,? *** ***Petland Joplin

Unfortunately, as stated on the receipt attached, any returned product must be in orignal condition with tags and packaging intact.? We have a huge responsibility to provide a healthy environment for our pets, and bringing a cage back in to the store not knowing where the cage has been or what
animals have been exposed to the cage, would be incredibly irresponsible and reckless for the health of our animalsWe are sorry for the inconvenience, but these stipulations are in place to protect the entire environment our pets are kept in.? ? ? Thank you,? ? *** ***Owner Petland?

We are sorry you feel this wayThank you for your business and we hope one day we can earn your business back.? ? Thank you

Complaint: ***
I am rejecting this response because:
All ? allegations are true as stated in the contract given to us by ***? and ***, in the picture attachedI got a dog but also scammed out of a good amount of money.?
Thanks petland!?
Sincerely,
*** ***

First of all, we are extremely thorough in our communication with all of our customers.? It is a huge decision to purchase a puppy and a huge responsibility to devote the time and resources to adding a new member to the familyWe want the transition to be as little stress on the puppy as
possible, so we prepare our customers very well before going home.? Yes, we have a puppy for a lifetime package that can range from $30-$depending on the items selected by the customer at the time of sale and every days thereafterI've attached the invoice showing the items the customer selected.? As you can see, they selected multiple items that did add up to $530.79.? The items pertaining to the Puppy for a Lifetime program adds up to $92.97.? Again, the customer has the choice to choose the items they would like.? Our basic health care items total $30-$40.? The customer chose a 30lb sack of dog food costing $49.99.? Our quote is for a 5lb sack costing $8.99.? The customer chose count puppy vitamins costing $(this item is in our quote).? The custmomer chose the Shed X costing $25.99.? Our quote includes a third supplement of Fresh Breath costing $12.99.With that all said, we also had a complaint from this customer that the form of payment was wrong.? As you can see on the receipt, they chose Petland Financing (or Petland Credit Card).? There are a few options the customer could have chosen, including the Petland credit card, months at 5.99%, months, months etcThe customer seemed confused as to which plan they chose.? ? As far as us not returning calls, we are very dilligent in doing so.? We do have a third part management service answering our phones, so it is possible the message didn't get to us in a timely fashion, and for that we apologize.? ? We cannot issue the 15% discount on the pamplet.? The customer did not choose this package before completing the sale.? They elected to go shopping with their pet councilor to get the necessary supplies needed vs a "package" which occurs 100% of the time when a family purchases a puppy.? We do however, provide a 10% discount to all puppy owners who purchase their puppy from Petland indefinately on all non perishable items.? ? Thank you,? *** ***?