Complaints

• Initial Complaint

  09/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to Petland iNaples to buy a male and a female puppy. At the time they only got a male which I took home. I financed the purchase.. They applied to 2 different companies and both approved me. They charged me for the 2 puppies but only gave me one. They refuse to give me the other puppy even though I have already finished paying for both. I went several times to the store and always get sent to the insurance department which send me back to the store ** they have nothing to do with it. And on and on without resolution.

  Business response

  10/15/2024

    Ive attached the receipts we have in our system, as we do see 2 puppies purchased at our Naples location by this customer. One puppy was purchased 4/21/2021 and the other puppy 10/5/2022. On 4/21/21 the customer  purchased the first puppy and made a special order for another puppy, which explains why she was charged. Our special order page is signed and this explains no refund but instead a store credit.

  Also, what does not line up and we do not fully understand; the customer seems to have been unhappy in 2021 however came back to purchase another puppy in 2022.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a new puppy for $6299 that had health defects. The company is practicing Unfair business practices and was fraudulently selling the dog as in perfect health or a refund or replacement would be done. Instead they dont even answer their phone Re: Petland Claim Handled By Petcare Solution Date: 4/6/2023 ***************** Called Ph: ************ /Talked With ******* To Confirm Claim regarding *******************, was Set up and reported to Petland Corporate. No response from Petland as of today, 4/6/2023. ***************** asked ******* to update our current claim with the following information and to ask Petland for prompt response.Background: The Original Claim was filed via surgery reimbursement request on March 31st 2023 by PetcareSolutions.Updated Claim Information: On April 3rd ******************* was evaluated by a second licensed Vet, ************** at ******************************, *********************************************************************** ph: ************. The original diagnosed defect by ***********************, of both her knees was again confirmed (Luxating Putellas) and a more substantial grade was listed as a 2 to 3 on a scale of 1-4. This is more severe than ************** who indicated a 1. The second vet indicated that ******************* could easily dislocate both her knees at any time given the severity of the situation. Documentation of the vet visit is attached.Naples Store Manager, ***************************** of Petland sold us a dog he said was already prechecked for the knee issue by two vets. He further said the breeder is in the top 1% to 2% of breeders and that we should not expect to have any issues or problems like the genetic knee defect. We asked about this knee topic at the store twice because we have had a prior dog with this condition. We also cited our past costs of thousand dollar as a liability we had to fund for multiple surgeries for prior dog we owned.

  Business response

  11/12/2024

  RESPONSE:
  At the time of purchase, the customer was given documents with important information, which includes information on our business's limited warranty for the customer. The business has not done anything wrong, and has acted according to the limited warranty provided to the customer.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2/26/23 My daughter and I came to this location and purchased our puppy Azul. On the first day I noticed that he had a choking cough. The sales person told me that he probably just has a cold so two days later I took them to a veterinarian and not a recommended veterinarian by the company because I read ****** review, saying how they would cover up the dogs illnesses, and they would die Plus it was an emergency because he wouldnt stop choking. The veterinarian at this location told me that he had ****** cough and gave him antibiotics. I gave him his whole regimen of antibiotics, and he still has been choking and having fluid come out of his throat so today I received a call from the pet care solutions. After being told they would help pay for his vet visit. They told me that they would only pay for less than half, so I decided to take him back to the veterinarian clinic for a follow up. They told me that he has pneumonia and has a deformed trachea which could possibly lead to an early death for him. I am very upset at this point, so I go to the location after the veterinarian and all they did was have me write my name down and had my email written down and said somebody will call me. I told them thats not gonna do it for me. I called wink news already. I am not gonna let this happen to me and my family, my daughter, it will be devastated to hear the news if I told her that this dog may not live very long. Hes like a member of our family within three weeks. Ill do anything it takes to keep them alive, but I do not want this company to keep selling dogs to people and animals people that are sick and dying possibly . Thank you so much for your time. I really hope so. They can be done about this. I would also like to have my vet, bills refunded, and the cost of this dog to be refunded because he might not live very long and also cost me a lot of money and vet bills. Hes not gonna be taken away from ** though hes like our family. he is our family. ?? I have more paperwork to send photos of just not with me

  Customer response

  04/05/2023

   
  Complaint: 19591153
  
  I am rejecting this response because:
  

  Good evening I just received an email from the Better Business Bureau. I have heard back from pet care solutions who is affiliated with Petland. They did send a check to reimburse me for both vet visits. I am trying to get a guarantee from them that if my dog needs surgery that they will reimburse me for it because they did not disclose his trachea issues which I have a letter from the veterinarian describing it, I went on ********* and made a statement about whats going on. Then another two people made a statement after me about their pet. I feel that this company needs to disclose these issues and actually not try to sell sick animals. Ive heard several horror stories about whats going on with this company and what they do after this happened to me a lot of people didnt get to see their pet live more than a few months. If I didnt take this dog to the veterinarian, I took him two things couldve escalated, and he might not have made it being that he had pneumonia in his left lung. Thank you so much to you and the rest of the Better Business Bureau for sticking up for me my family and Azul who is my family too

  
  Sincerely,
  
  ***************************

  Business response

  10/15/2024

  At the time of purchase, the customer was given documents with important information, which includes information on our business's limited warranty for the customer. The business has not done anything wrong, and has acted according to the limited warranty provided to the customer. The customer has already been reimbursed for covered charges was mailed to him certified mail on 3/17/2023

• Initial Complaint

  10/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A puppy was purchased under the premise that he would be eligible for standard AKC registration. Over $6,000 was paid for a puppy only to later find out that the puppy is not eligible for standard AKC registration. I was told by the sales associate that he would be eligible for AKC registration and this turned out to not be true.

  Business response

  11/01/2022

  My apologies for not responding sooner.  This got lost within our inbox.  We are currently in the process of investigating this and hope to resolve this situation as soon as possible.

  Customer response

  11/09/2022

   
  Complaint: 18183364
  
  I am rejecting this response because:

  The response does not address the complaint; over $6,000 were spent on a puppy that is not AKC registered nor is it eligible for AKC standard registration. A puppy is a commitment of ***** years. Our family has been severely impacted by this blatant lie told to us in order to sell the puppy which we must now commit 10+ years to without being able to even use him in AKC competitions, he is only a house pet, not a competition dog, which we couldve adopted at a local shelter for $50. 

  
  Sincerely,
  
  ********************************

  Business response

  12/07/2022

  We are not aware of what was said at the store, and it is very possible that ******************** was confused with what the Pet Counselor advised her regarding the puppy.  We suspect the Pet Counselor advised ******************* that the puppy was registerable through the *** Reunited Program, as indicated by the first three pages of the attached document to this email.  The *** Reunited Program is not the same as the traditional thought of *** breed registration.  

   

  Further, our warranty, which ******************** signed, explicitly states, "there is no warranty expressed or implied that you will be able to use this pet for showing or breeding purposes." Continuing along these lines, the warranty also states "If your puppy is registrable..."  Said warranty is on page 4 of the attached document.  The relevant portion of the warranty is highlighted.

   

  Please reply to confirm receipt of said response.  
  

   

  Thank you,

  ****

  --

  ******************************************

  Pet Retailers

  General Counsel

  2020 ***************, Suite 300-A

  **************, ******* 33028

  Business Mobile: ************

  Email: *********************

   

  Customer response

  12/07/2022

   
  Complaint: 18183364
  
  I am rejecting this response because:
    It is accusing me of being confused when I was very clearly told otherwise by the store employee. The employee stated that the puppy was eligible for AKC Registration. Simple as that. The puppy was sold to me based on a lie. The puppy is now a responsibility and financial burden for the family. ****, please do not continue to defame my character and address the issue.

  
  Sincerely,
  
  ********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩