ComplaintsforPetland Columbus Upper Arlington

• Initial Complaint

  11/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 29 April 2023 I called PetLand and spoke to **** (###-###-####). We began texting about a puppy for my wife. She was having problems with the financial approval paperwork. She sent documents to me to sign as she thought I was approved for the amount needed for the puppy. I signed and sent the paperwork back. She later text me and said there was a problem with the paperwork and I’d need to sign the new updated paperwork to receive the puppy. I was told Vive financial approved me for 5000 and 1987.49 for PetLand. During this time I contacted and made arrangements to pick up a puppy from a private dealer as that is an astronomical amount to pay for a puppy. **** reached out to inquire why I hadn’t returned the paperwork and I told her I was no longer interested (text messages can be provided) **** called me and I explained I still wasn’t interested, it was too much. She said I didn’t have a choice since she processed the first set of documents. I asked to elevate the matter and she gave me the number to Vive who subsequently closed the account and is not reporting to my creditors and PetLand Solutions who’s only solution was to offer me an in store credit of 1,900 not to forgive the debt for an account I didn’t want or merchandise I never received. I was told as a business practice they don’t do that. They don’t recognize a cooling off period, Soldiers and Sailors act (I’m an active duty service member). or anything of the like. As of this correspondence we have closed the account but still have not received any merchandise, afforded any solutions other than pay for something we didn’t want because of documents that was said to not be good but used to saddle us with unethical lending practice.

  Business response

  11/06/2023

  To whom it may concern: 
  
  
  This is in response to the complaint filed by Mr. ***** ****. 
  
  
  On April 29, 2023, Mr. **** contacted Petland Kingsdale inquiring about a puppy that was available for purchase online. During this call, Mr. **** opted to pre-book this puppy. As part of the pre-booking process, Mr. **** opted to finance the puppy. Mr. **** was approved for two different financing companies to cover the price of the puppy, Vive Financial and Comenity Bank. Mr. **** received a DocuSign agreement for each financing agreement upon approval by the lenders. Petland Kingsdale received a signed agreement for Comenity Bank in the amount of $1,987.49 but did not receive a signed document for Vive Financial which was in the amount of $5,059.00. Mr. **** then stated that the puppy was too expensive and ended the conversation. 
  
  On May 16, 2023, Mr. ****’s wife contacted Solutions.Pet stating that her husband, Mr. **** started the process of purchasing a puppy and then changed their mind. Mrs. **** then mentioned that there were two credit cards under Mr. ****’s name that needed to be canceled. 
  
  On May 22, 2023, Solutions.Pet notified Mr. **** that the Vive Financial agreement was canceled; however, as the agreement was signed with Comenity Bank, a cancellation was not possible through Petland Kingsdale. Mr. **** was also notified that he would have 12 months to use the credit per the store policy to be used towards the purchase of goods or a pet purchase. 
  
  On May 24, 2023, Solutions.Pet called Mr. **** to discuss how to use his credit. Upon hearing this information, Mr. **** stated he would be speaking with his JAG officer to discuss his legal options and threatened to have Petland Kingsdale blacklisted. 
  
  Mr. **** has not made any contact with Solutions.Pet or Petland Kingsdale since the discussion on May 24, 2023. Mr. **** still has a credit in the amount of $1,987.49 that is valid through April 29, 2023. 
  
  Prior to the agreement, Mr. **** was provided with all terms and conditions for said third-party lending. The customer was also given the option to review the documentation and accept the terms of the lending agreements before finalizing the purchase. The third-party lenders are not an affiliate of Petland, nor can Petland set or adjust the lender’s policies or terms.
  
  Petland Kingsdale has followed all terms of the purchasing agreement and store policy. Mr. **** remains 100% financially responsible for the credit agreement with Comenity Bank. We are unable to adjust Mr. ****’s credit report or provide a refund. 
  
  The signed DocuSign agreement is attached. 
  
  
  Sincerely,
  
  Petland Kingsdale
  

  Customer response

  11/27/2023

  
  '***** ****' via Dispute Resolution - Shared Inbox <disputeresolution@centralohio.bbb.org>
  Attachments
  Thu, Nov 23, 9:29 PM (4 days ago)
  to disputeresolution@centralohio.bbb.org
  
  The crux of my complaint is this is at worst unethical business practices and at best not in the spirit of fair business practices. I clearly stated I did not want the product the same day and reiterated it again the following day. (text messages between myself and the sales rep included). I believed the sale was never completed because I never signed the corrected paperwork, and I never received any merchandise (a dog). The "gotcha" mentality of PetLand is unbecoming of a company of their stature. The resolution which I would find "acceptable" are as follows:
  
  1. The removal of ALL derogatory information from my credit report.
  2. Relinquishing of all monetary obligation of said debt.
  
  Regards,
  
  ***** J. **** Sr.
  *********3
  ********************

  Business response

  11/28/2023

  As previously stated, prior to the agreement, Mr. **** was provided with all terms and conditions for said
  third-party lending. The customer was also given the option to review the documentation and accept the
  terms of the lending agreements before finalizing the purchase. The contract was signed electronically, so
  there is nothing further Petland Kingsdale can do. The third-party lenders are not an affiliate of Petland, nor
  can Petland set or adjust the lender’s policies or terms.
  Petland Kingsdale has followed all terms of the purchasing agreement and store policy. Mr. **** remains
  100% financially responsible for the credit agreement with Comenity Bank. Petland Kingsdale is not able to
  adjust the financing amount or provide the customer with a refund.
  Mr. **** still has a credit in the amount of $1,987.49 that is valid through April 29, 2023.
  Sincerely,
  Petland Kingsdale

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a dog from Petland Kingsdale on August 31st. When purchasing the dog I was informed he was 100% healthy. After paying for him I received paperwork that showed he had a knee condition that was not disclosed beforehand. I called within 24 hours to return the dog and was told that it was final sale. I began to do some investigating and reached out to the breeder of my dog’s father. He did not know the dog was going to Petland. Upon further investigation it came to my attention that the dog was from Blue Ribbon (a known puppy mill). The dog was teething extremely badly which led me to believe he was older than Petland had told me. I reached out to Petland Corporate to file a claim and was informed that my dog was an Australian Shepherd not a Mini Bernedoodle (which I thought I had bought, and had the paperwork for). On Tuesday September 6th the dog began to develop a cough on top of the GI problems he was having with going to the bathroom. On Wednesday September 7th the dog began throwing up and sleeping all day. He was unable to keep down good and was peeing on himself while asleep. He also started to have a fever. I took him to the vet and was informed he had a respiratory tract infection. They were also concerned he has mega esophagus. He had to stay in the hospital and be put on IV and antibiotics. Since the dog crossed state lines (from Indiana to Ohio) I wondered if the DOT had done a health inspection on the dog, and where the health certificate was. If they had found the dog was sick then he and the other dogs being transported would need to be quarantined. There was another dog from Petland with the same symptoms in the hospital as well. Petland Corporate called me to see what they could do to rectify the situation and I told them I want my money back, especially since they did not disclose the health problems and the fact the dog was from a puppy mill. They denied my claim and told me there was nothing else they could do for me.

  Business response

  10/18/2023

  
  Ohio has the strictest laws for breeders in the country. We have signed affidavits from our breeders per these Ohio laws. Petland proudly supports and follows these laws and regulations. Customers contract clearly states pricing and breed. All information on our puppies is provided to customers. 
  

  
  

  Customer response

  10/24/2023

  BBB complaint ID 20574584
  
  
  ****** ******* <***************************>
  Oct 18, 2023, 1:24 PM (6 days ago)
  to disputeresolution
  
  Hi there,
  
  There is no documentation to provide because everything was over the phone with the breeders and solutions.pet. You can go ahead and close my inquiry as it does not seem I am getting anywhere with you guys or Petland.
  
  Thank you,
  ****** *******
  

  
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12-12-22 We purchased for $3,700 a Blue Merle Male Schnauzer from Petland Kingsdale Plaza in Columbus, Ohio.We were told he has a pure bred Blue Merle Schnauzer They gave us food he had been eating to bring home. He would not eat it. They told us 2 other types of food to buy him & he would not eat that either. They had given us a Columbus, Oh Vet name we could take him too that he would be financially covered under. It was too far for us to go as we lived 2 hours away in Yorkville, OH on the West Va. Border.. They verbally told us it was Ok to take him to a Vet of our choice & he would be financially covered. We took him to a Vet in Barnesville, OH. He tested to have Giardia, He was treated & healed. BUT we could have gotten the parasite from him & we had specific instructions on home to dispose of his feces. Taht Vet bill was over $500. They never paid for the Vet Bill. When they verbally said they would. We called Petland & told them what he had they said he must have gotten it from your Vet's ofc. or your place that he didn't get it from Petland. They said they would not pay our Vet bill. We looked @ our forms from Petland & discovered there were 3 different medicines they gave him & they were to treat Giardia. So he had it there before we bought him. DOB 9-11-22. Petland received him on 12-5-22 & they had him for a week & already had treated him for Giardia. He had it before they got him. We purchased him on 12-12-2022. Also Comenity bank financed the loan for him was supposed to be an interest free loan, the first payment of $150 came out & 90% of it went towards the interest. My wife called Petland they said it would be up to Comenity Bank & Comenity Bank said it would be up to Petland. So it is back & forth. Going no where. We ended up calling the Breeder in our Petland papers. The Breeder told us 3 generators ago they bred his mother with a Blue Merle Australian Shepherd. So he was not pure bred!

  Business response

  10/17/2023

  To Whom It May Concern:
  
  This is in response to the complaint filed by ****** and ******* *****. 
  
  On December 12th, 2022, ******* ***** adopted a Miniature Schnauzer assigned microchip *************** from Petland Kingsdale. At the time of purchase, Ms. ***** reviewed and signed off on our Limited Health Warranty which states that in the event the Puppy is diagnosed and documented by a licensed veterinarian with a parasitic, viral, or bacterial infection during the fourteen (14) days immediately after the Puppy Sold Date, Purchaser may bring the Puppy to Bethel Animal Hospital, Faithful Friends Veterinary Clinic, which will perform all reasonable diagnosis and treatment, within their capabilities and at no cost to Purchaser (up to the amount of the Puppy Sold Price), from the time of diagnosis through conclusion of treatment.
  
  During the purchase process, Mrs. ***** decided to take financing as a payment option. Petland offers third-party lender options to customers seeking financial assistance with any pet purchase. Prior to purchase, the customer was provided with all terms and conditions for said third-party lending. The customer was given the option to review the documentation and accept the terms of the lending agreements before finalizing the purchase. The third-party lenders are not an affiliate of Petland, nor can Petland set or adjust the lender’s policies or terms. 
  
  On January 21st, 2023, Ms. ***** contacted Solutions.Pet to inform that their puppy was diagnosed with Giardia, had cropped ears, and inquired as to why her financing did not reflect a 24-month deferred interest plan. Ms. ***** was notified by Solutions.Pet of what documentation was needed to support her claims; however, the claim became inactive due to not receiving a response from Mr. and Mrs. ***** regarding their claim after three attempts to contact them were made.
  
  On February 6th, 2023, Solutions.Pet received the requested paperwork from Ms. *****. 
  
  On February 8th, 2023, Solutions.Pet notified Mrs. ***** that her request for reimbursement on the health claim was denied due to the diagnosis being outside of the 14-day warranty window for any bacterial and viral diagnosis. Mrs. ***** was also informed that ear cropping is not uncommon with  Schnauzer puppies and was evident in the online photos as well as at the time of purchase. Ms. ***** was also referred to Petland Credit Card’s lender for issues regarding the financing agreement.  
  
  On April 7
  
  
  Petland Kingsdale 
  3124 Kingsdale Center
  Columbus, OH 43221
  ###-###-####
  
  
  
  th, 2023, Ms. ***** contacted Solutions.Pet again regarding the terms of her signed and agreed upon lending agreement. Ms. ***** was notified that Petland Kingsdale is not able to modify the terms of the agreed upon financing and that any changes to the agreement would be determined by the third-party lender only. 
  
  While we are saddened to hear about Mr. and Mrs. *****’s experience, the customer was previously provided with all signed documentation including her warranty and financing agreement. At this time, no refunds or financing adjustments are warranted.
  
  Attached is the signed copy of the customer’s warranty and financing agreement.
  
  Sincerely,
  
  Petland Kingsdale. 
  

  
  

  Customer response

  10/25/2023

  To whom it may concern: 
  This letter is in response to the petland response of October 2023. On DECEMBER 12TH 2022, MRS ******* ***** called PETLAND COLUMBUS UPPER ARLINGTON I/R to 
  the blue merle SCHNAUZER advertised for sale. 
  MRS ***** was not informed that the puppy was a mixed breed, MRS ***** was told that PETLAND had his A.K.C papers, and that the puppy was chipped, AKC IS PUREBRED DOGS. 
  The seller from PETLAND took all information from MRS ***** for a credit check and called back within 3 minutes with an approval. 
  MRS ***** stated quote "wow that was fast, who did you go through?" Unquote., the seller informed MRS ***** that they had people who worked with PETLAND. 
  MRS ***** was informed that her payments would be $150.00 dollars per month, and all payments would be deducted from the total amount owed. Never interest rates, or percentages of interest rates was discussed. 
  MR. & MRS ***** was informed that the puppy could be taken to their veterinarian for the first checkup, because they lived over 2 hours away from the provided veterinarian, and the cost would be covered by PETLAND. 
  MRS ***** did not have a problem with the associated amount and conditions presented to her by the sales associate until the first statement arrived in the mail, which was completely wrong from what she was told by the associate in PETLAND. 
  The statement was from COMENITY BANK, and on the statement, it read $53.00 dollars for payment of puppy, and $97.00 dollars for interest, MRS ***** called COMENITY BANK about the problem. 
  MRS ***** was told that petland was supposed to inform the buyer of 24months interest free loan, in which MRS ***** was not!! 
  MRS ***** in return called PETLAND, and was informed that that was the bank's decision, and that they had nothing to do with it. (the classic run around). 
  MR. & MRS ***** took the puppy to the BARNESVILLE VETERANIAN CLINIC for an initial checkup and was told that the puppy had a deadly parasite GIARDIA, and it was contagious to humans. 
  MRS & MRS ***** was told the severity of this parasite, and informed that if the puppy used the bathroom outside, we must wear mask, and gloves and put in a plastic bag to be disposed of. 
  The yard had to be dug up where the puppy used the bathroom, and that fecal, and earth matters had to be put into plastic bags to be disposed of, there was total 3 fecal samples, and 2 rounds of antibiotics and probiotics, the 3rd sample had to be mailed off to ensure parasite was completely gone. 
  MR. & MRS ***** proceeded to go through the medical sheet from PETLAND, only to find out that the puppy was being treated for the parasite from 10/04-12/05/ 2022 and was completely aware of it, as it 
  is listed on the medical sheet, on 11/06/2022 an attending vet stated the puppy was negative, but the same aggressive treatment for GIARDIA was continuing up until 12/05/2022, the parasite was known about, and was still being treated with medicines, some medicines that were not approved by the FDA. 
  PETLAND also on 12/05/2022 treated the puppy with STRONGID T, for INFECTIONS, PONAZURIL for GIARDIA, BORDETELLA CANINE for virus and kennel cough, toltrazuril used to treat coccidiosis, which is an intestinal infection caused by parasites, as well as two (2) other medicines. 
  MR. & MRS ***** have been deceived, lied to and is not happy about the situation at all, MRS ***** was turned into the credit bureau and credit score dropped over 150 points. We stand by the last course of action we presented to resolve this matter completely, and hope for a peaceful resolution outside of 
  court. 
  THANKING YOU IN ADVANCE. 
  MR. & MRS ****** L. ***** 
  Medical Sheet 
  

  
  

  
  

  
  

  Business response

  11/01/2023

  October 27, 2023
  RE: BBB Complaint ID #: 20433316
  Mrs. ******* *****
  
  To whom it may concern: 
  
  This is in response to the complaint dispute filed by Mrs. ******* *****. 
  
  On December 12, 2022, when Mrs. ***** purchased her Miniature Schnauzer assigned microchip ***000013961***. As mentioned in our previous response, Mrs. ***** had an opportunity to review all the paperwork given to her before signing and agreeing to it. 
  
  
  • Mrs. ***** was given the medical records that clearly state the health of the puppy. 
  • Mrs. ***** was given a Limited Health Warranty and Puppy Purchase Contract that provides coverage of treatment costs if the terms of the warranty are followed. 
  • Mrs. ***** was also given all the registration paperwork for the puppy that provides the lineage of the puppy, the microchip number in the puppy, and the registration that the puppy is under, which was the American Kennel Club. 
  • Mrs. ***** also chose to finance her puppy and was approved through Comenity Bank. At any time, Mrs. ***** could review the terms of the financing prior to signing and agreeing to the terms. 
  
  Per the Puppy Purchase Contract:
  • “EXCEPT AS EXPRESSLY PROVIDED IN THE LIMITED PUPPY WARRANTY, ALL PUPPIES ARE SOLD “AS IS WITH ALL FAULTS.” PETLAND KINGSDALE, LLC SPECIFICALLY DISCLAIMS ALL IMPLIED WARRANTIES, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. Purchaser agrees that he/she purchased the Puppy solely for the purpose of a companion pet. Petland Kingsdale, LLC disclaims any contract or warranty, express or implied, that Purchaser will be able to use the Puppy for showing or breeding purposes.”
  • “Any reference to the Puppy’s “Breed” as contained in this Contract and elsewhere is based upon information obtainable from the Puppy’s breeder and/or applicable kennel club registration. Petland Kingsdale, LLC has made no further investigation, and makes no representation, guarantee, or warranty, that the Puppy is of a certain breed. Purchaser agrees that he/she is not relying upon any such representation in his/her decision to purchase the Puppy, and Purchaser agrees to hold harmless Petland Kingsdale, LLC for any information obtained from the Puppy’s breeder and/or applicable kennel club. Purchaser is also cautioned that many commercially available canine DNA tests are not designed to determine or validate whether a particular dog is purebred, and the use of such tests on a purebred dog may lead to inaccurate results.
  • “Purchaser acknowledges that the Puppy, as a living creature, may acquire or develop an illness or injury, whether as a result of an infection, accident, or congenital defect, or otherwise. In general, a well-rested and well-fed puppy is going to be a healthier puppy. This is especially true during the first fourteen (14) days, when the Puppy is still adjusting to a new home, new environment, and possibly new animal companions. Due to the incubation period for certain types of parasitic, viral, and bacterial infections, Petland Kingsdale, LLC strongly recommends that Purchaser keep the Puppy away from other household pets for fourteen (14) days after the Puppy Sold Date. Except as expressly provided under the Limited Puppy Warranty, Purchaser assumes all risk and agrees to hold Petland Kingsdale, LLC harmless for all post-purchase costs, damages, expenses, medical bills, surgeries, and obligations related to the Puppy, including, but not limited to, feeding, training, and veterinarian and health-related expenses.”
  
  The Limited Health Warranty and Puppy Sales Contract clearly explains the expectations when purchasing the puppy. Giardia is not a deadly disease unless it is untreated. Giardia can only spread to humans if it is ingested. Mrs. ***** purchased the puppy on December 12, 2022, and did not take the puppy to a veterinarian until January 4, 2023, which is well outside the 14-day bacterial and viral warranty period. 
  
  Prior to purchase, Mrs. ***** was provided with all terms and conditions for said third-party lending. The customer was given the option to review the documentation and accept the terms of the lending agreements before finalizing the purchase. The third-party lenders are not an affiliate of Petland, nor can Petland set or adjust the lender’s policies or terms.
  
  Purchasing a puppy is a life changing decision and should not be a quick decision. Puppies can incur considerable expenses and Mrs. ***** agreed to these risks at the time of purchase. We at Petland Kingsdale have followed the agreed sales contract and limited health warranty in full. No refunds or financing adjustments will be made. 
  
  Sincerely, 
  
  Petland Kingsdale.  
  

  
  

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