Complaints

• Initial Complaint

  12/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited Pettito in ******* on 10/06 and purchased my kitten on 10/07. Immediately after bringing him home, I scheduled a vet appointment for 10/08 to confirm his health, as Pettito had promised in writing that their kittens were healthy and free from any medical issues. However, shortly after bringing him home, my kitten began having severe diarrhea, 4-5 times a day, which only worsened over the course of ******** the vet on 10/08, it was confirmed that Pettito's vaccination records were altered--showing a vaccine date of 10/25 when I had purchased my kitten on 10/07. On 10/13, I spoke to ****, who made me feel like I was *************** 10/17, my kitten's diarrhea had not improved, so I requested a ***** exam to test for parasites. The results came back negative for parasites, but my kitten's condition continued to worsen. I contacted Pettito again on 10/21, spoke to *****. S said they would only offer help if my kitten tested positive for genetic defects. 10/30, my kitten was diagnosed with Feline Coronavirus and ***********************. On 10/31, he also tested positive for ringworm. Crystal's emails initially asked for a "supporting medical diagnosis," which I promptly provided. However, after I sent her the diagnosis, she then claimed that any delays were due to my failure to send "detailed medical notes for each visit." This was the first time she mentioned needing such detailed notes.. Once I received the requested medical notes from my vet, I immediately forwarded them to Crystal. Despite providing all the required documentation, Pettito continued to stall and avoid taking responsibility. It became clear that Pettito wasn't interested in resolving the issue--they were simply trying to cover their tracks and avoid accountability.On 11/11, both of my adult cats, who were completely healthy beforehand, were both diagnosed with ringworm.

  Business response

  01/08/2025

  Thank you for bringing your concerns to our attention. While we take every complaint seriously and strive to address them with care and professionalism, we must clarify several important points regarding this situation.

  
  First, ******* ******** is not our client; her daughter, ******* *******, is the individual who purchased the kitten from Pettito. We have thoroughly reviewed this case, including all provided documentation, and found that *******s claims are not supported by the clinical notes from her veterinarian. Additionally, ******* admitted to both Pettito staff and her veterinarian that she violated the terms of our agreement by exposing her new kitten to her adult cats immediately upon bringing him home. This occurred despite ******* acknowledging, during her two visits to our facility, the importance of keeping her kitten separated until he was fully vaccinated.

  
  It is also important to note that ******* confirmed her adult cats have previously suffered from ringworm and other medical conditions. By exposing her new kitten to this environment, ******* introduced him to additional risks, which we specifically advised against. Pettito has gone above and beyond to address *******s concerns, including reviewing all documentation, waiving certain terms to provide additional support, and communicating transparently throughout the process. However, ******** demands have been unreasonable and outside the scope of our agreed terms, despite our teams extensive efforts to address her concerns.

  
  Furthermore, *******s actions, along with her mother Candices repeated unprofessional interactions and attempts to defame our business by spamming reviews across platforms, have made it clear that their intent is not resolution but rather to damage our reputation. Our review of ******** documentation showed delays in her follow-ups and failure to provide the required information promptly, despite our repeated requests. We have been open, transparent, and responsive at every stage, but it has become evident that ******* is unwilling to take accountability for her own actions, which are the root cause of the kittens health issues.

  
  ******* had a wonderful experience during her visits to our facility, spending time with her kitten and expressing no concerns for his health before making her commitment. Unfortunately, her failure to adhere to the terms and conditions she agreed toterms designed to ensure the kittens health and well-beinghas led to these avoidable circumstances. It is regrettable that she has chosen to shift responsibility for the consequences of her own actions onto Pettito.

  
  We take the satisfaction and success of our clients seriously, and we are disappointed that this situation has escalated despite our efforts to address *******s concerns fairly and within the boundaries of our agreement. We remain committed to providing quality care and support for all of our clients, but we cannot be held accountable for actions outside of our control or agreements.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a dog that was suppose to be healthy. It started coughing so I took it to the vet and the vet suspected kennel cough. Pettito refuses to refund me and let me return the sick dog. I paid for a allegedly healthy dog, not sick. I want a refund and to return the dog.

  Business response

  12/26/2023

  Dear ****************,
  

  We hope this message finds you well. We understand your concerns regarding the health of the puppy you purchased from us on November 25th. Your satisfaction and the well-being of our puppies are of utmost importance to us at Pettito.
  

  We appreciate that you took the initiative to have the puppy examined by a licensed veterinarian on November 26th. It is reassuring to note that the puppy passed all health tests, including those for cough-related symptoms, confirming its good health at the time of adoption, as we had indicated. This initial health check is an essential step, and we are glad it confirmed the puppy's well-being (please refer to the attached veterinary report for details).
  

  We understand that subsequently, the puppy began exhibiting symptoms of a cough. It is important to acknowledge that coughs in dogs can arise from various causes, and not all are indicative of serious health issues. In fact, many coughs are benign and resolve on their own. As you mentioned, the diagnosis of the puppy's condition seems to be based on symptoms rather than specific testing, and it is worth considering that environmental factors like weather changes, exposure to cold, or even breathing in different air can contribute to such symptoms.
  

  We would like to clarify that our limited health guarantee, as detailed in Section 7 of the Terms and Conditions agreed upon during your purchase, does not cover conditions such as coughs due to their varied and often benign nature. This policy helps us ensure fairness and clarity in our health guarantees for all clients.
  However, we are truly heartened to hear that the puppy is now thriving and bringing joy to your family. This positive update aligns with our mission at Pettito, which is to ensure that every pet we place finds a loving and happy home.
  

  If you have any further concerns or need assistance, please do not hesitate to contact us. We are committed to supporting our Pettito family members, both human and canine, and we are here to help in any way we can.
  

  Warm regards,

  Pettito

*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. ↩