Petland, Inc. & Corporately Owned Petland Stores

First and foremost, the store apologizes for any and all miscommunication and/or confusion inthis matterThe Petland Chillicothe has multiple ages of birds ranging from baby birds to moremature conuresThe younger baby birds are indeed $699.99, and the older ones are lessexpensive.The customer had
asked the general manager why the prices were different, and she was advisedit was due to ageThe customer again was aware that the baby conures were more expensive,however, she did choose to purchase a baby conure instead of a mature older one.The cages that are sold in store are base level cages that do not include perches nor locks, whichmust be purchased separatelyDue to the confusion and/or miscommunication the PetlandChillicothe is offering a store credit in the amount of $to the customer

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

To whom it may concern: This letter is in response to the recent rebuttal response received by customer Ms*** ***Ms*** purchased a female Goldendoodle with assigned microchip #*** from the Petland Hilliard location on 10/15/At the time of purchase the customer was provided detailed information on the Petland limited health warranty and the items included in her purchase, up to date medical history on her new puppy, as well as any applicable breeder/registration information. Petland is proud to build relationships with reputable breeders for all pets that are provided from each of our storesUSDA reports for the pet purchased by Ms*** are attached reflecting the good standing of this breeder. At no point was any misleading information or documentation provided to the customerThe documents outlining our policies are designed to be clear and customer friendlyWe are happy to accommodate Ms*** by offering Lifetime purchase continuance at any of our corporate store locations, however, no further refunds or compensation can be provided for this matter. We hope Ms*** and her new forever friend are doing wellOur goal is to place all pets in a happy and loving forever homeWe again encourage Ms*** to reach out to our customer support team at 1-877- 658-for a complete list of corporate store locations where her Lifetime program purchases can be made or for any additional questions or concerns. Sincerely, Petland

October 17th 2017Complaint ID: ***To whom it may concern:This letter is intended to provide an update for the recent complaint filed by customer *** ** ***.Petland Incapologizes for the issues *** *** has experienced with the purchase of his puppy fromthe Petland *** *** location.As Petland Incinvestigated this case further, documentation confirming the luxating patella diagnosis wasprovidedIn accordance with the state law as well as the Petland *** *** warranty, Petland Incwill beproviding *** ** *** with a refund check for the original purchase price of the puppy in the amountof $3,to be used towards any future medical care the puppy may need to treat this diagnosis.The customers were updated of this refund check on 10/16/and accepted the full refund of thepurchase price in the amount of $3,as resolution to this claimA refund check in the amount of$3,was requested from the Petland Incaccounting office and will be issued within businessdays.We appreciate *** ***’s patience and understanding during this process and wish the customer andthe puppy, ***, a happy and healthy future.Sincerely,Petland Inc

Hello,I would like to cancel my complaintThe business has contacted to resolve the issueThank you

Please see this response & vet records
To whom it may concern,
This letter is in response to the recent complaint filed by Ms*** *** The customer purchased a female Boston terrier puppy
with assigned microchip number from the Petland Naperville on 8/3/At the time of purchase, the customer
was provided up to date medical history as well as copies of both the original warranty contract and third party financing
agreement(s)
Ms*** first contacted our customer support team on 1/26/stating that her puppy had been euthanized after being
diagnosed with meningitis and requested a cancellation of her original financingThe options within the original Petland warranty
agreement were verbally reviewed with the customer and a full medical record along with any other pertinent diagnosis
documentation was requestedMs***’s request for cancellation of financing was declined and the customer was again advised
per the original warranty agreement signed at the time of purchase, she would be eligible for a replacement credit in the event a
hereditary or congenital diagnosis could be provided
LIMITED MONTH PUPPY HEREDITARY AND CONGENITAL WARRANTY INITIAL_________
Should one of our affiliated veterinarians diagnose, within eighteen (18) months of the puppies date of birth, a hereditary or congenital disorder that is currently
interfering with this puppy’s ability to lead a life, Petland Naperville will allow either;
1.) You may receive a full credit of the original purchase price toward the purchase of another puppy
or
2.) You may bring your puppy to one of our affiliated veterinary clinics, where all reasonable treatments, as determined by the veterinarian, will be at no
cost to you up to and not to exceed the original purchase price of the puppy
You must provide the diagnosis from the veterinarian before the warranty will apply
No documentation or further contact was received by our customer support team from the customer until 1/28/when the
customer contacted the Petland Naperville store owner’s spouse via emailUnfortunately, MrsS*** is not involved with warranty
claims and was unable to assist the customer; therefore her correspondence was forwarded to our customer support team
In an effort to obtain the previously requested documentation, on behalf of Ms***, our customer support team contacted both
Petland’s partner veterinary clinic, *** Animal Hospital, as well as the customer’s personal veterinarian, *** Animal Hospital,
and requested all medical records from both locations
Per the medical records received from *** Animal Hospital, the puppy was initially seen on 8/4/On the date of the initial
exam the puppy weighed 5.19lbsThe puppy was provided regular preventative deworming and treated for mild gastroenteritis for
which the customer was instructed to monitor the symptoms and recheck if signs persisted or worsenedThe puppy returned to
*** Animal Hospital on 8/21/and 9/22/for regular vaccinations during which the pet was found to be healthy other
than mild ear infections on the 9/22/visit
The pet did not return to *** Animal Hospital again until 11/1/2017, when she presented for an injury to her left rear legDuring
this visit, the pet was diagnosed with an incomplete fracture to her left rear femurDue to the location of the fracture, the customer
was advised that surgical correction would be necessary for proper healingThe customer declined surgical options due to financial
constraints and requested a splint bandage optionThe customer was made aware this was not an ideal stabilization option and
Petland Naperville
Illinois #
Naperville, IL
(630) 357-
www.PetlandNaperville.com
stressed the importance of strict rest and care instructionsOn this date, the pet was prescribed Rimadyl for pain and advised to
recheck sooner than one week should the splint slip, otherwise to recheck radiographs in 2-weeks
On 11/5/2017, the pet was returned to the *** Animal Hospital for a bandage changeThe owner reported bloody stool and that
she had been unable to keep the pet rested at homeOn this date, the femur was found to have now been completely fracturedThe
stool concerns were found to be secondary to incorrect dosage instructions on the previous Rimadyl prescriptionOptions regarding
the fracture were again discussed and the pet was hospitalized at no charge to the customer due to the hospital’s mistake with the
prescriptionThe following morning the customer returned for the pet and advised they would be seeking surgical consult at the
*** Animal hospitalRecords were forwarded to the customer’s personal vet location and the pet was released to the customer’s
care on oral medications for the GI concernsThe pet was not seen again after this date at the *** Animal Hospital
All further care beyond 11/5/was provided at the *** Animal HospitalPer the records received from this location, the pet
was first seen on 11/6/Surgical options for the femoral fracture were discussed and GI issues due to the previous Rimadyl
prescription were present; based on pre-surgical bloodwork, the doctor at the *** Animal Hospital and recommended postponing
surgery until 11/8/and continuing treatment for the gastritisOn 11/8/2017, surgery was performed at the *** Animal
Hospital in an effort to repair the fractured femurThe customer was instructed to maintain absolute restriction of activity and
advised of potential complications after surgeryThe pet was released after surgery but reportedly continued to experience symptoms
of pain on 11/16/and was prescribed pain medication and a tranquilizer to limit her activity
On 12/22/2017, the pet was seen again at the *** animal Hospital for sudden onset of vomiting and diarrheaThe pet was
provided supportive treatment to which she responded well according to records and was again released to the customer
The pet returned to the *** Animal Hospital once again, another month later, on 1/for the same but worsening symptoms as
in DecemberDifferentials included toxin ingestion, meningitis, liver disease or otherThe pet was again provided supportive care and
was again sent homeIt was recommended the pet be seen for a neurology consultation and advised to recheck in 2-days or sooner
if worse in anywayFinally, the pet returned on 1/26, and was again seen for severe neurologic deficits and was highly recommended
for a referral to a neurologist for further diagnostics and hour careDue to due to the pet’s condition and owners financial
constraints, the owner elected to humanely euthanize the petNo necropsy was performed and no actual diagnosis was ever
confirmed, neither pre nor post-euthanasia
Based on the records provided, the pet was healthy after purchase and remained healthy for several monthsOther than pet
care, no diagnosis of infection was ever made prior to the injury and consequential surgery in November, several months after
purchase
While we are deeply saddened by the loss of this puppy, the health issues were unrelated to the pet’s time within our careWe
unfortunately have no access or control to the financing used at the time of purchase as this is provided through a third party lender
We offer our condolences to Ms*** but are unable to offer any refunds or warranty replacements at this timeIn the event the
customer could provide any evidence that the health issues she experienced with her puppy are in any way related to the pet’s time
at Petland or congenital in nature, we would be happy to offer the resolutions previously listed in her original warranty agreement
Sincerely, Petland Naperville

To whom it may concern;PAWSitive Solutions is providing the solution that is stated in the customer’s signed paperworkThey apologize for any misunderstanding or miscommunication with the coverage that is stated in their puppy warranty. However, this coverage is provided at the time of sale in writing and goes home with the customer. The store provides a one year puppy hereditary and congenital warrantyI have attached the customer’s signed copy and have inserted the coverage that is provided with this diagnosis in my response letterI have highlighted the portion that outlines the coverage that provides reimbursement for the customerThis avenue has already been approved for the customerYEAR PUPPY HEREDITARY AND CONGENITAL WARRANTYShould a veterinarian diagnose, within year of the purchase date, a hereditary or congenital disorder that is currently interfering with this puppy’s ability to lead a life, Petland Gallipolis will allow either;1.) - full credit of the original purchase price toward the purchase of another puppyor2.) - reimbursement of appropriate veterinary bills up to 50% of the purchase priceYou must supply Petland Gallipolis with your veterinarian’s written report within fourteen days of diagnosis*** *** Veterinary Clinic, whose findings will govern this warranty, must concur with any diagnosis.If the customer would like to submit a letter from their veterinarian stating the vaccines were done incorrectly according to the manufacturer’s guidelines the store would be happy to reimburse for those vaccines done incorrectlyAt this time no documentation has been submitted by the customer. The customer would need to request the letter due to the customer using their personal veterinarianThey can fax the letter to ###-###-####. We are sorry to hear that this puppy has encountered this medical issueAccording the customer’s submitted vet letter this diagnosis was found on 8/26/15. This is three months after purchaseAs animals grow it is possible for health issues to arise and that is why the warranty is provided up to a year and not just a short period of timeThe puppy was thoroughly examined multiple times by licensed veterinarians and the customer’s comments are purely speculationA congenital diagnosis at that time does not mean the puppy did not receive adequate health inspections. Finally, the warranty provides for appropriate veterinary reimbursement up to 50% of the puppy’s purchase priceThe customer has been approved to receive this amount and can continue to submit invoices for reimbursement to PAWSitive Solutions.Thanks,

To Whom It May Concern:Mrs*** *** purchased her Yorkshire Terrier puppy on 1/31/from Petland ***.Mrs*** contacted Pawsitive Solutions on 2/7/and stated that her puppy had gotten out ofthe gate and was hit by a vehicleWe had asked if the lifetime purchases were
made and the customeradvised that they were.After confirming with Petland *** that the proper items were not purchased to maintainenrollment, we contacted the customer and advised her of thisThe store did offer and the customeradvised that she did not read the agreement and explained that she was not wanting another puppy.The Petland *** offered Mrs*** 50% off of another puppy, regardless that the programguidelines were not followed, but she declined the offer.Petland *** has agreed to go above and beyond the warranty and approve the customer'srequest of $to pay off the remaining balance of her puppy

I have spoken with the business and told them my issues like I have you and that I am now being charged almost $onto my bill because of interest from last yearThey told me they would pay the $but everything else was up to me to pay because this other money was not listed in my complaint to youIf I had known they were goin to do this I would have included this other money but again this is something I was not aware ofI have agreed to the pay off they have offered because I feel this is the only choice I have to makeI feel the biggest issue with this company is they do not inform you of everything like they should until after the fact and then you the customer are just stuckI reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

You are very welcome! We have received all of the invoices for vet care and will be reimbursing the customer in fullThanks,

Dear Mr***: We received a complaint from you, addressedto the Revdex.com, regarding the above-mentioned account. *** Capital Bank issues Petland creditcards, and we are here to help with all account-related questions. Your correspondence was forwarded to
myattention, and I appreciate the opportunity to respond to your concerns.We understand from your complaint, that youwere advised your monthly minimum payments would be $and that you werenever given the terms of the agreement We would like to apologize for anyinconvenience this issue may have caused you.After careful review of your account, pleasebe advised that your Petland account reflects a zero balance. Therefore, no minimum payment has been setfor your account. However, the current minimumpayment due for each Regular Revolving Credit Plan on a Petland account, is fourpercent of the balance on your account, if there is a balance. Please find the enclosed copy of the CreditCard Agreement.Please be advised that *** Capital Bankis not affiliated with ***; therefore, we are unable to assist you withany concerns regarding a *** account.We hope you find this information helpful. Should you have any other questions or concerns regarding the Petlandaccount, please feel free to contact me at ###-###-####, ext***(TDD/TTY ###-###-####). I will behappy to assist you

Hello, Could you please forward to me what store this is for? I am unable to find it on her complaint. Thank you, Kari M***Administrative DirectorPetland Inc.*** *** ***
*** ** *** Office: ###-###-#### Direct: ###-###-####Fax: ###-###-####www.petland.com Please note my new email address is ***

To whom it may concern:This letter is in response to the recent complaint filed by customer *** * ***Ms*** purchased a Labrador retriever puppy from the Athens Ohio Petland location on 6/4/Per the warranty agreement signed at the time of purchase, all puppies are required to be seen by a licensed veterinarian within business days of purchaseOn 6/6/2017, Ms*** elected to return the puppy back to the storeIn accordance with the aforementioned original warranty contract and the excerpt below, Ms*** was refunded for 50% of her purchase.“If the customer decides within the hours that they are unable to keep this puppy, it may, at the discretion of the Petland General Manager, be returned for a refund of the purchase price less a 50% ($minimum) Cash administration fee“Generally, Petland adheres to this original warranty contract not only to protect the customer and the store but also to ensure all pets receive the maximum level of care and attentionAfter review of the situation, Petland Athens agreed to refund the remainder of Ms*** purchase to her Petland Credit card accountDue to a change in management for this location, we are terribly sorry to report that the refund was not completed as we anticipated in June.To date, Ms*** has only made a payment of $A $gift card will be mailed to the customer directly for her inconvenience and as of 10/9/we can confirm that the customer has a zero balanceWe wish to assure Ms*** that she no longer has any financial obligation to this original financing and again apologize for the delay in processing the refund.We are very sorry for any lapse in communication on our part and for any inconvenience this may have caused the customerWe greatly appreciate Ms*** patience and understanding through this process.Sincerely,Petland Athens

To whom it may Concern:
We are sorry to hear
about the concerns Mr*** has regarding his puppy financing agreementsThe
financing agreements are signed at the time of purchase and monthly payments
are clearly disclosed at that timeThe customer was provided the written terms
of agreement along will all other puppy and warranty paperworkAttached are
the signed financing agreements from the time of purchase along with the
purchase receipt
In regards to the puppy pack, this cost is included in the
originally quoted price of the puppy, the breakdown on the receipt is strictly
for inventory purposes and removing it from the sale would not alter the price
of the puppy in anywayThis package is set home as a complimentary package
with every puppy sold
Petland has offered different adjustments to the customers
financing agreements in order to assist with the payments due to the customer
feeling they were higher than expectedThe customer has refused these options
and unfortunately an alteration of price would not be an option at this time
Thank youPetland Inc

Hello,I have attached the calling logs for PawSolutions and Petland Athens, Ohio store###-###-#### is the PawSolutions and ###-###-#### is PetlandThe photos labeled 'Scan first one and pt2' are the receipts from my first purchase (the puppy and items)Photos labeled 'Scan pt and pt 2' are
the items they charged me for when saying it was freeReceipt for the returning the puppyEmployee did not sign my contractPlease feel free to email or call me if any questions ariseThank you.Best,***

To Whom it may concern,Petland Chillicothe has been working with the customer and did notice an overcharge days after the initial transactionThe customer has been notified and the Petland Chillicothe has resolved the overcharge and in addition has offered the customer a $gift card, as well
as a $gift card for the inconvenience. Petland Chillicothe apologizes for any and all inconveniences that this may have caused the customerIn the event of an overcharge etcthe accountant must review the transaction records and process the refund etcPetland strives to provide quality service to all of their customers and hopes that the customer will return in the near future

They were very kind when they called and went over and above to help. I believe it was the owner of the business that called and he was excellent in fixing the problem and was very kind. I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is great

October 13th 2017Complaint ID: *** To whom it may concern: This letter is in response to the recent complaint filed by customer *** ** ***We are very sorry to hear of the issues *** *** has experienced with the purchase of his puppy from the Petland *** ***
location As Petland Inchad received no prior knowledge of this case, the corporate office will be looking into this situation and working on a resolution We appreciate *** ***’s patience while we investigate this matter further Sincerely, Petland Inc

To whom it may concern:The customer purchased a healthy puppy on 4/11/All of the information for the pet was verbally reviewed and putinto writingPer the warranty, hypoglycemia is NOT covered (see attached form and warranty)It is completelyavoidable with proper nutritionIt is also stated
in the warranty that diagnostics are not coveredDiagnostics are anyprocedures used to diagnose somethingThese may include but not be limited to: bloodwork, exams, x-rays, ultrasoundsand /or necropsy.The customer took the pet home and played with it until it fell asleepThe pet did not eat and went into hypoglycemicshockThey rushed the puppy to the veterinarian of their choice and that was the determinationIt is also important tonote that the customer refused to get a necropsy when the pet passed away so the store offered to pay for it IF theycould get it to their veterinarian on timeA necropsy would definitively reveal the cause of deathIt is required for aclaim and is the customer's responsibly and the customer was well aware of thisThe store does not pay for diagnostics(see warranty)The customer refused the necropsyThe store offered help if they could get the pet to the veterinarianwithin hoursAgain the customer knew thisBecause the necropsy was not able to be done due to loss of time thestore attempted to compromise with the customer and offered them back 50% of the purchase priceThey deferred tothe hr return policy to make this allowanceThe customer accepted this compromise and now wishes to dispute it.The customer took the pet to a veterinarian of their choice and it was diagnosed with a condition that is completelyavoidable if the pet received proper nutritionAs a warranty issue this claim was not validAs a customer service issuethe store attempted to compromise and issued a 50% refund of the purchase pricePetland has exceeded theirresponsibility to the customerShould you wish further information do not hesitate to reach out using the informationprovided above.Sincerely,PetlandAttachmentsWarrantyVeternarian chartHypoglycemia formCC : Claims and Warranties Center

I am trying to contact the corporate office in Ohio, not this Naperville locationThe fact that your corporate office is ignoring my requests is very disrespectful and unprofessionalI am contacting this financing company as wellI have had nothing but rude customer service with this company