Petland, Inc. & Corporately Owned Petland Stores

In regards to the response from Pawsitive Solutions, I have been in contact with Pawsitive Solutions and the last time we spoke on the phone, they said that they could only reimburse me for half of my money from the veterinary bills, which is not what the warranty states. The warranty states that there will be a reimbursement of appropriate veterinary bills up to 50% of the purchase price under the one-year puppy hereditary and congenital warranty. It is disgraceful and manipulative that Miss [redacted] addressed the warranty when it was to their advantage with my complaint, however when I tried to get reimbursed for my puppy's congenital health issues they changed the signed warranty and said that they could only pay half of the veterinary bills that I sent to them dealing with this issue which was a little under $200. Also, I have not heard from them since they told me this information on Wednesday, September 30. I rejected their offer to only be reimbursed for half of the veterinary bills and was told that I would be contacted within two days. It has now been six days and I have not been contacted by Pawsitive Solutions or Petland. Clearly Petland and Pawsitive Solutions care more about a profit than the well-being of their animals or the satisfaction of their customers.Petland told me that my puppy was fully vaccinated and when I took him to the veterinarian for the first time, they told me that he needed all of the vaccinations again because they were not executed properly. I did not complain about the vaccinations because I had no idea of the problems to come. Feel free to check with my veterinarian, Dr. Jack Jones, of Town and Country Animal Clinic, at[redacted] as I have clearly seen that Pawsitive Solutions is much more diligent in investigating my complaints than compensating me or following through with the warranty.Furthermore, in her response, Miss [redacted] stated that "as we all know, living creatures, much like humans can incur health issues throughout their lifetime." However, in my particular situation, my puppy did not incur health issues, he was born this way with congenital bone issues. It is possible that if my puppy was thoroughly examined before he was sold to me, then these problems would have been noticed. Perhaps he was examined thoroughly which entails that Petland Gallipolis knowingly sold me an unhealthy puppy with a history of joint problems and a probable future of arthritis. It is becoming more clear that Petland Gallipolis and Pawsitive Solutions are fully focused on making a profit on their animals, but do not seem to care in the least about the well-being of their animals or the satisfaction of their customers.

To whom it may concern; All breeder information is provided to the customer at the time of purchase or before if requested. The store works with USDA licensed breeders and annually visits their breeders. The customer’s comments about “puppy mills” are incorrect and purely speculation. The...

purchase price of a puppy is determined by many different factors. When puppies start to get older the price lowers so that the store can find every puppy a home. The store provides a health warranty that would pay for all of the treatment and diagnostics this customer incurred, but at the store’s referred veterinarian. The customer must read and sign this warranty on the day of purchase saying that they understand this. The customer elected to use their own veterinarian and therefore elected to take responsibility for said bills. Please see the attached signed warranty for confirmation. The customer may always return to the store’s contracted veterinarian for warranty coverage at no cost to them.  Thanks,

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

Please see the attachment for the response.

To whom it may concern:Petland believes that the experience of purchasing a pet should be a positive one. It is our belief thatcustomer service should add to the experience and surpass expectations.In light of this and after reviewing all of the information Petland has agreed to reimburse the remainderof the purchase price for this customer.Sincerely,PetlandCC : Claims and Warranties Center

it did not address all of my concerns.  The poor customer service  . .  I was lied to about the where I could buy food from and I was lied to about this puppy birth.  I Spefically asked If The Puppy Was From A Puppy Mill And I Was Informed "No We Do Not Deal With Puppy Mills, We Don't Even Take Rescued Puppies From Puppy Mills"  . .  This puppy Is From A Puppy Mill .  thus was verfied not only from the vet the petland sent us too but also from researching the breeders information we were provided AFTER the sale of rhe dog.  I never would have purchased the puppy if this information would have been given when I asked.  This sale was made spefically from lies told right to my face.

My complaint is with Petland and that I was lied to about my monthly payment, I was never told about 4% of my balance. I was told 50.00 a month and would never had bought the Dog because now I am going to struggle to make payments and to pay my mortgage and student loan and car loan. I giving a paper to sign that said total amount through [redacted] but never given terms of agreement or apr or annual fee. I was also never told about 199.99 puppy kit that they added on to my bill. I would like petland to credit back 1500 which would bring it down to somewhat more that I can afford. I was given different options when there customer service rep called but the options still cost more than I what I can afford per month.

This dog is sick and they sold her like this.next step im getting a lawyer

This letter is in response to the recent complaint filed by customer [redacted] L [redacted]. Ms. [redacted] purchased a Labrador retriever puppy from the [redacted] Ohio Petland location on 6/4/2017. Per the warranty agreement signed at the time of purchase, all puppies are required to be seen by a licensed veterinarian within 4 business days of purchase.On 6/6/2017, Ms. [redacted] advised she would not be able to have the puppy seen by a vet within the allotted time frame due to her work schedule. Based on the concerns regarding the delayed vet visit, Ms. [redacted] elected to return the puppy back to the store. In accordance with the aforementioned original warranty contract and the excerpt below, Ms. [redacted] was refunded for 50% of her purchase.“If the customer decides within the 48 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% ($300.00 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 attention.After review of the situation, Petland [redacted] has agreed to refund the remainder of Ms. [redacted]’s purchase to her Petland Credit card account which has been completed as of June 28th, 2017. Ms. [redacted] no longer has any financial obligation to this original financing and personally confirmed no other out of pocket costs were incurred by the customer.Petland’s goal is to provide both our customers and our pets with the utmost care and attention. We greatly appreciate Ms. [redacted]’s support and understanding.Sincerely,Petland

I was not provided anything about the dogs breeder until AFTER I purchased the dog.  The purchase was based on the fact that I was told several times that this puppy was not from a puppy mill.  This is completely false and the sale of the dog was based in a large part becsuse I was told she was NOT from a puppy mill.  Our family would have never purchased the dog had we known.  Your employees made a sale for a considerable amount of money based on a lie.  Petland, as a business, completely lacks any type of moral compass and should be shut down immediately for perpetuapting animal cruelty.

I do not want a "replacement pet" which is all they are willing to help me with. [redacted] cannot just be replaced with another animal. I want something done about this and obviously it is not going to get resolved this way. She was sick on and off all...

the time since she came home with me. I had her for 5 months. This company does not care about the emotional distress it has caused to my young children and myself, and they definitely do not care that I lost my dog since they're just so willing to offer a "replacement pet." That is disturbing. Ryan NEVER went over her health with me verbally, so nothing was explained to me. They gave me a sheet with "shot records". That's about it. I will not accept this.

I am rejecting this response because: first of all we still have not been contacted by pawsitive solutions.  I have lost track of how long it has been since they said they were supposed to contact us.  Mrs. [redacted] continues to not acknowledge this as well as the fact that they tried to short us on what they owed us therefore not holding up to their end of the warranty. She also talked about my speculation. I don't see how what she did is any different. She was not personally there when my puppy was checked so for her to say that it was thorough is pure speculation. I have been having difficulty getting the vet to send me a signed copy of how my puppy"s vaccination was not done properly but as soon as I do I will send it. However, his vaccination not being done properly in my opinion shows that Mrs. Ormsbees speculation is much more unfounded than my own. This is getting really tiring at this point and the greed of pawsitive solutions as well as their lack of compassion is beyond my comprehension. Mrs. [redacted] apologized  but none of pawsitive solutions actions have showed any sign of remorse.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

To Whom it may concern:This letter is in response to the complaint initiated by Ms. [redacted]. Ms. [redacted] purchased a female golden retriever from the Petland in Cicero NY on 5/21/2016. The puppy was picked up by Ms. [redacted] on 5/23/2016 and at that time, Petland’s contracted veterinarian had...

deemed the pet fit for sale. On 5/27/2016 the puppy was seen at the contracted vet clinic, Animal Ark, and at that time diagnosed with “canine respiratory disease” or in other words, an upper respiratory infection. All of the necessary treatment and diagnostics were provided at Animal Ark at no cost to the customer.On 6/4/2016, the puppy was under continued treatment and an option of reimbursing care from the customers personal vet was offered, however the customer declined and chose to continue using the Petland veterinarian as they were familiar with her care. On 6/10/2016 during a recheck exam, the puppy was found to have a possible heart murmur, an EKG was performed at Animal Ark and the murmur was found to be of grade II/6 and recommended to have a cardiac ultrasound with a specialist in order to confirm the cause and severity of the murmur. These tests were also provided at no cost to the customer as well as guaranteed reimbursement for the specialist visit.On 6/27/2016, Ms. [redacted] expressed her concerns for the dog’s possible heart condition and her wish to return the pet for a refund. This refund and return option was provided to the customer, however at this time she has not elected to do so. The customer elected to have one more follow up with the Petland veterinarian in regards to the heart concerns, during this exam the doctor was no longer able to hear any murmur.Based on the lack of further diagnosis during this recent exam, the puppy’s condition is being reevaluated and the customer has elected to keep the puppy until further diagnosis can be made.Petland strives to provide the utmost care for all of our puppies both during their time at the store and after they have found their forever home. For this reason, Petland has continued to cover all necessary treatment and diagnostics including providing a reimbursement check in the amount of $117.40. Petland will continue to provide the continued care and treatment for the puppy until the puppy has either been cleared or unless there is an event in which Ms. [redacted] decides a return would be best, at that time Petland will honor the original offer of a return and refund option.

My name is [redacted] and I handle the customer support for Petland. You submitted a Revdex.com complaint regarding Petland numbered, [redacted] for [redacted].I wanted to let you know that this claim was previously handled by another customer support company, but I have now taken over. We will be...

issuing a refund of the customer's vet bills in full. I have only received about 75% of the bills and the customer is submitting them this week so that I can fully reimburse her. Once we have all the bills I can submit the response with the corrected amount to be refunded. Can you please confirm you received this message? Thanks,

Dear Sir or Madam, Petland Lancaster is very sorry to hear about the Shih Tzu puppy becoming ill. This could never have been anticipated by Petland Lancaster, nor any of the staff at the store.  Mrs. [redacted] first notified the customer service department of her concern on 8/31/2016 , 2 weeks...

after her initial purchase date, at which time there was no confirmed diagnosis and the veterinarian paperwork/documentation was requested from the customer. The customer had chosen to use another facility other than the approved veterinarians in the paperwork provided at the time of purchase, which were signed off on stating the customer understood the terms and conditions of Petland Lancaster's warranty. Regardless of this, Petland Lancaster offered to cover the portion of treatment related to the puppy's diagnosis which came to a total of $1050.25.  Petland Lancaster excludes reimbursement or coverage of emergency room visits in the warranty paperwork, however have gone above and beyond their warranty and provided the customer the reimbursement of the treatment in which the puppy received.  Petland Lancaster does not warrant or cover diagnostics, especially at an emergency facility. All treatment can be provided to the customer at no cost at Fairfield Vet Hospital per the 14 day health warranty which the customer would have been sent home with to refer back to.   In light of the situation, Petland Lancaster has agreed to provide the customer with the requested amount of $$1019.67 which can be mailed in the form of a company check. With this additional reimbursement being offered, the warranty would be exhausted and the customer would be fully reimbursed for her visit to the emergency facility.  The customer would at this point be fully financially responsible for any and all ongoing treatment for the puppy.  Thank you , Petland Inc.

To whom it may concern; We are very sorry to hear that this customer’s puppy was not feeling well. As I am sure that you know, when a puppy goes home to a new environment they encounter a large amount of stress and that can weaken the puppy’s immune system. Much like humans, this can lead to...

health issues developing after purchase. However, the store provides a health warranty that provides full coverage for illnesses related to the time at the store at the contracted veterinarian. The customers have been taking the puppy to said veterinarian and the store has been responsible for the puppy’s treatment. The veterinarian contacted the customer yesterday and explained that the puppy was able to go home and did not need to be hospitalized. The customer did not want to pick the puppy up at that time. The veterinarian will be contacting the customer again this afternoon to explain that the puppy no longer needs to stay at the veterinarian’s office and may go home safely. The customer may follow up with the store’s veterinarian for all related care necessary for the puppy. A refund will not be granted as the warranty has been followed in full. Thanks,

To whom it may concern; This customer purchased a puppy from Petland Gallipolis on 5/17/15. PAWSitive Solutions, the store’s third party customer support team received a call from Petland Gallipolis on 8/29/2015 requesting that they contact this customer in regards to concerns with the puppy’s...

hips. PAWSitive Solutions contacted the customer and left a message that day. On 8/31/2015, the customers returned the call to PAWSitive Solutions explaining their puppy’s diagnosis. They stated the puppy was diagnosed with mild hip dysplasia. PAWSitive Solutions requested the veterinarian diagnosis letter to move forward with coverage. As we all know, living creatures, much like humans can incur health issues throughout their lifetime. However, the store does provide warranty coverage for hereditary and congenital issues. The store provides a one year puppy hereditary and congenital warranty. I have attached the customer’s signed copy and have inserted the coverage that is provided with this diagnosis in my response letter. I have highlighted the portion that outlines the coverage that provides reimbursement for the customer. This avenue has already been approved for the customer. 1 YEAR PUPPY HEREDITARY AND CONGENITAL WARRANTYShould a veterinarian diagnose, within 1 year of the purchase date, a hereditary or congenital disorder that is currently interfering with this puppy’s ability to lead a normal life, Petland Gallipolis will allow either;1.)    - full credit of the original purchase price toward the purchase of another puppy or2.)    - reimbursement of appropriate veterinary bills up to 50% of the purchase price. You must supply Petland Gallipolis with your veterinarian’s written report within fourteen days of diagnosis. [redacted] Veterinary Clinic, whose findings will govern this warranty, must concur with any diagnosis. Additionally, the signed warranty also states, “this puppy is provided solely as a companion pet. There is no warranty that the puppy may be used for showing or breeding.” Therefore, Petland would not guarantee any puppy to be used for breeding and would not be able to provide a refund regarding that matter. Since the warranty has been followed in full there is not any additional reimbursement regarding this matter. The customer may submit all invoices incurred to PAWSitive Solutions directly for reimbursement up to 50% of the puppy’s original purchase price. Petland has not defaulted on their agreement. Please contact PAWSitive Solutions with any further questions.  Thanks,

We have spoken with the owner of the Pittsburgh Mills, PA location and he informed us that he has spoken with the customer and will reimburse up to the purchase price of the puppy.Should she have any questions, please contact Alan at the Pittsburgh Mills location. Thank you,Petland Inc.

I agree to receiving a refund from Alan at Petland. Thank you,