ComplaintsforPetland Pensacola

• Initial Complaint

  08/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was just in the petland store in oensacola Florida today. 1) I was told that the dog I purchased was aka breed dog not from a puppy mill. Thw normal cost for a terrier is up to 2500. I got a recipient for almost $5000.2) I was told that the puppy starter pack came with the purchase. However I was charged and charged at a much higher rate than what petland charges for their puppy starter packs. 3) I was told that one of his testicles had not droppped yet but should. However after getting home and researching I found that his testicle should have dropped at 3 months. I was told this puppy is 12 weeks old.reading this seems to be a genetic anomaly which means he should not be breed and will require surgery. I was sold a puppy that is already in eed of surgery.4) I was told that the puppy could be financed and no payment was due today. However there was no finance document s provided to me or my daughter at the time of purchase.5) I was told that these dogs are subject to hyperglycemia and given a formula to put on his fums if he starts to exhibit signs but was not told if rhe dog had hyperglycemia already.He is the cutest but the outcome. I would like is not to be overcharged for a dog who seems to have genetic issues already. I am asking to be charged at a deep discounted price or return the dog for a full refund. I am writing the bbb now bc I have been a victim of fraud since my arrival here in Florida last year already and know I have to move quickly. I let the bbb know I have been a victim of fraud before and enrolled in their program. Criminal investigations in the local area about other businesses fraud and unfair contracts.Really like the puppy but do believe I was overcharged, full disclosure of terms and condition of purchase was not released at time of purchase in writing, genetic anomaly will cause undo financial loss for inability to breed and surgery that will be need in the future. I'm also disabled & looking for potential work animal

  

  Business response

  08/29/2022

  To whom this may concern,
  
  This is in response to the complaint filed by Ms. Rachel *******.
  On August 14, 2022, Ms. ******* purchased a Yorkshire Terrier puppy assigned microchip 991001005252638
  from Petland Pensacola. At the time of purchase, Ms. ******* was provided all information regarding her
  puppy, including the limited puppy warranty, the purchase receipt, breeder information, and who to contact
  with any questions or concerns regarding her puppy purchase.
  Ms. ******* has yet to contact Petland Pensacola or Solutions.Pet with her concerns. Upon purchase of her
  puppy, Ms. ******* was given a $250.00 discount on the puppy's purchase price. With all puppy purchases, a
  homecoming kit is provided, which includes a training crate, toys, food, etc. While this is included in the total
  purchase price, each customer receives an itemized receipt with broken-down pricing to keep track of
  inventory.
  Along with the homecoming kit, Ms. ******* also reviewed and signed the financing agreement, which states
  she has a 12-month deferred interest financing plan. As long as the total charge is paid off within 12 months,
  Ms. ******* will not have interest charges. A 29.99% interest rate will be applied if the account is not paid off.
  This document was provided to Ms. ******* along with the itemized receipt.
  Yorkshire Terriers and all small breed puppies are at high risk for hypoglycemia. Petland Pensacola
  understands this risk and provides puppies with the proper nutrients to avoid hypoglycemia, including food
  and preventative ointments. These products are supplied in the homecoming kit previously mentioned to
  prevent puppies from becoming ill. At no point was Ms. *******'s puppy diagnosed as hypoglycemic.
  It is important to understand that Petland Pensacola does not guarantee breeding or showing abilities. While
  most dogs' testicles drop within three months, it can take up to 6 months. It is recommended for all puppies
  sold to be spayed or neutered due to a higher risk of cancer.
  We empathize with Ms. *******'s concerns regarding her Yorkshire Terrier puppy and would be more than
  happy to answer any further questions or concerns. We encourage Ms. ******* to contact Solutions.Pet
  moving forward.

  Customer response

  09/05/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Again. I was not provided a copy of the agreement. I did receive a receipt and package. Chip was given to me sick and had signs of hypoglycemia see below.
  
  Since going to Petland I have had to take Chip to the doctor 3 times, and he is now on medication for a bad infection that he is having a hard time getting rid of. I was sold a sick puppy. I was told the 250 discount was for the package that was coming home with him not for him being given to me sick. Chip is still sick to this day.
  
  First visit (8/16) Chip was having issues with eating and is still not taking in enough food. He also had a cough and sneeze and was having issues taking in liquid.
  
  Second visit (08/23) Hr was taken to the doctor for shaking stumbling and wt loss BM coughing and hacking potty issues. I had already started spoon feeding him because he would not intake his food and tried different foods. Doctor changed his diet and diagnosed him with hyperglycemia. Gave him an antibody shot and special dog food.
  
  Third visit (09/02/22) still issues with coughing sneezing and so forth. The Vet did x-rays for trech and checked lungs assigned antibiotic drops.
  
  He is too sick to take his next set of boosters he was supposed to get
  
  I also had to contact Petland myself and tell them to answer this inquiry and the manager was not available. I left my name and number for them to call during the time I was going back and forth to the doctor.
  
  I also still hold that I did not receive a printout of what the requirements for paying was in my package.
  
  I also contend that pet land cannot tell me to spay and neuter my dog and should sell dogs accordingly.
  
  I will send a copy of the is communication to solutions. Pet as requested. However, I require peatland to answer via BBB and will provide a copy of our communication per our conversation to BBB also.

  

  Business response

  09/15/2022

  To whom this may concern,
  
  This is in response to the complaint filed by Ms. Rachel *******.
  
  As mentioned in our previous response, Ms. ******* was provided all information regarding her puppy, including the limited puppy warranty, the purchase receipt, breeder information, and who to contact with any questions or concerns regarding her puppy purchase. We have attached that same information in this response.
  
  We want to reiterate that Ms. *******'s puppy at no time was diagnosed with Hypoglycemia while in Petland Pensacola's care. If a small breed puppy like Ms. *******'s does not eat, they become at high risk for Hypoglycemia. We understand that it can sometimes be challenging to care for Hypoglycemia, so it is fully explained to each customer and provide care instructions with preventative glucose treatment as it is not something the limited puppy warranty covers.
  
  It is recommended for all puppies sold to be spayed or neutered due to a higher risk of cancer if left intact. Petland Pensacola has never told any customer they must have their puppy spayed or neutered. Our Sales Manager simple state that we encourage spayed/neutered and offer a $50.00 gift certificate to the customer if they bring in an invoice indicating that they had their pet spayed/neutered.
  
  Solutions.Pet has not received any information from Ms. ******* regarding the health concerns. If Ms. ******* can send the information and submit a claim per the limited puppy agreement, she will be considered for reimbursement.
  
  We value each of our customers and are more than willing to assist in the claims process with Solutions.Pet. We encourage Ms. ******* to contact them with any questions or further concerns at (877) 658-5155 or email at team@solutions.pet.
  
  Sincerely,
  Petland Pensacola
  
  See Attachment/File: Petland docs

  Customer response

  09/24/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Here is a copy of the medical records in summary. I also want to send a video of how the dog is still coughing and sneezing as of this week. There is no way Chip got this sick within a day of being at my home.
  
  $224 for visit
  $96 for visit
  $64 for visit
  
  Still counting......payments to the clinic. Petland sold me a dog that was supposed to be in good health. He was not and I should be compensated. This has been going on so long now that I am invested in him and have gotten attached to him. I don't want him going back there either. If someone can tell me how to send videos I will send videos off my phone and off my ring app how he has to stop and take cough sneeze and breaths.
  
  
  09/02/2022 Clavamox Drops
  09/02/2022 X-Ray \Added View
  09/02/2022 X-Ray
  09/02/2022 Progress Evaluation
  09/02/2022 Your Receptionist today is Amanda
  09/02/2022 Your Technician today is Sonya
  08/24/2022 Canine/Feline a/d can
  08/24/2022 Examination
  08/24/2022 Dex/Antibiotic Injection
  08/24/2022 Biohazardous Disposal Fee
  08/24/2022 Your Receptionist today is Amanda
  08/24/2022 Your Technician today is Megan
  08/16/2022 Examination
  08/16/2022 Intestinal Parasite Exam
  08/16/2022 Your Technician today is Michele
  08/16/2022 Your Receptionist today is Pam
  
  He has been so sick he had to wait to get vaccinated. This is unacceptable. Petland sold me a sick dog and I would like a discount of in total of 1/2 and I would also like to be reimbursed for the expenses that I have incurred trying to find out what is wrong with the dog. He has finally started eating correctly. He will go back to the doctor this week to discuss what he needs further.

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