Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a puppy from ******* on 7/20/2024 and they had been coughing a lot for a few days and progressively getting worse. I took the dog to the vet, and he came back positive for pneumonia bronchitis. I was told by ******* to call this company within the warranty window, and I will receive 100% reimbursement. I have been attempting to get a hold of someone from this company and to no avail. I call and it rings. No one answers and it goes straight to voicemail. I have left multiple voicemails and even sent an online submission form to be contacted. They state they will get back to you within 24 hours which is a LIE because days are passing and not one attempt to reach me has been made. I am very sad that my puppy came sick, and I just want to get my unexpected bills taken care of by the company that is SUPPOSED to be helping me.

  Business Response

  Date: 07/29/2024

  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. 

• Initial Complaint

  Date:05/07/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i paid $3,299.99 for my french bulldog Izzy on 10/6/23 from *******. I actually paid in full on the 6th prior to officially picking her up because I was traveling that weekend. I was told to pay in full so they could keep her and place a sold sign on her cage. When I arrived that following Tuesday i noticed she was making a horrible coughing sound. I told the sales person of my concern and she said that **** would probably need surgery however if its genetic it would be 100% covered in the 1st yr along with medical bills. I didn't want to get this dog from ******* but was told I couldn't get a refund. I have spent over $1300 out of pocket. They sent me a ****** check that I don't think i cashed. I need to get ***************** surgery and have questions however, this company doesn't respond to phone calls or emails any longer. I want my reimbursement. She was diagnosed with pneumonia almost immediately after me taking her home which is probably why she had the horrible cough. **** has horrible breathing issues. I need to be reimbursed for all of these bills! the below includes $1477.14 + $2790.50 for the cost of the **** surgery

  Business Response

  Date: 06/03/2024

  The business has not done anything wrong, and has acted according to the limited warranty provided to the customer. The customer/consumer has been provided 2 separate reimbursements checks after full review from our claims department that were delivered early May. All items covered within her warranty have been reimbursed. 

   

  
  

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21680382
  
  I am rejecting this response because: It took forever to receive another check.  I submitted another reimbursement last week.  Waiting on a response which I want to leave this open.  I have also forwarded a recommendation from 2 vets that the dog has been sick since my initial visit/purchase and needs surgery.  Surgery is scheduled for Thursday.  I forwarded the recommendation from the other vet last week and another vet attached.  The dog had breathing issues from the beginning, and I was told by ******* that because of the breathing issues I could get reimbursed up to the amount paid for the dog.  I was told to forward the estimate and the docs notes which I have done.  Both state Stenotic Nares and Long Palate issues which are genetic and per the policy, I should get reimbursed
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/04/2024

  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 $451.82 for medical invoices, and will be reimbursed an additional amount when the dog's surgery is completed. As previously stated to the customer, the customer will be reimbursed up to the purchase price of the dog minus the amounts previously sent to the customer. Therefore, once the customer submits her invoice after the dog's surgery, the customer will be reimbursed another $2,848.17 pursuant to the business's limited warranty (purchase price of the dog was $3,299.99 minus the amount already reimbursed to the customer of $451.82 equals a remaining amount to be reimbursed of $2,848.17). 

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21680382
  
  I am rejecting this response because:
  I want to ensure I am getting a full reimbursement for the  receipt from her procedure sent today as well as the most recent expense . Only then will I accept

  as

  the

  previous submission

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

  Business Response

  Date: 06/10/2024

  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. There are specific instructions for the customer in said documents, and requirements that must be followed for effectiveness of the limited warranty. The customer admits in the Complaint that the purchase was more than 3 years ago - and thus outside the limited warranty timeframe. The business has not done anything wrong, and has acted according to the limited warranty provided to the customer.    
  

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21680382
  
  I am rejecting this response because: yall are playing games. I have sent over all docs to you. I never admitted I purchased the puppy 3 yrs ago. I have forwarded all docs. The attach shows the puppy was purchased last year in October. Your last message stated I would be reimbursed 100% for the Surgery up to the price of the puppy less what was already paid. The surgery completed Thursday and paperwork sent. Please me my full refund along with the previous reimbursement email sent! 

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

  Business Response

  Date: 06/10/2024

  I apologize the confusion on the last response - please disregard and see response that is meant to address your previous rejection to the response: 

   

  As previously stated, 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 continues to reject the response by the business, but the customer has been advised of the parameters in the limited warranty, and wants reimbursement for items that are clearly outside the limited warranty.  The business contacted ************************** where the customer took the subject animal, and *******************************;advised the business that the surgery was an elective surgery and that they advised the customer of this on the consultation. Therefore, the surgery (and reimbursement for such) are not covered in the business's limited warranty, the customer is not due any further reimbursement (the customer was already reimbursed twice on other items for the subject animal), and the business has not done anything wrong. 

  Business Response

  Date: 06/10/2024

  Just wanted to inform you I accidently responded a response by mistake to another complaint I had open. I have addressed it in my most recent response to please disregard previous response and allocated the proper response. sorry for the mix up, was working on two claims at the same time. 

   

  If you need anything from me, feel free to reach out.

   

  Thank you for your time

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21680382
  
  I am rejecting this response because:
  Ok

  please let me know regarding my puppies surgery bill and the previous reimbursement so we can close this. I would prefer ach to avoid waiting on a check 

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

  Business Response

  Date: 06/10/2024

  As previously stated, 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 continues to reject the response by the business, but the customer has been advised of the parameters in the limited warranty, and wants reimbursement for items that are clearly outside the limited warranty.  The business contacted ************************** where the customer took the subject animal, and *******************************;advised the business that the surgery was an elective surgery and that they advised the customer of this on the consultation. Therefore, the surgery (and reimbursement for such) are not covered in the business's limited warranty, the customer is not due any further reimbursement (the customer was already reimbursed twice on other items for the subject animal), and the business has not done anything wrong. 

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21680382
  
  I am rejecting this response because: first of all I sent in another reimbursement over a week ago and have received no response. Secondly, I have spent over $1600 on this dog due to her breathing issues which are hereditary. I told you all I would be taking the dog in for surgery and you stated it would be covered just as ******* stated when I purchased the dog. up to 100% of the price of the dog. This is why I sent the estimate of the cost per your recommendation. They knew the dog had major breathing issues. You can look at the dogs face. 2 previous vets recommended the surgery. I tried to contact this company to confirm coverage several times. 

  yall dont want to pay and I was sold a sick dog that you knew was sick and couldnt breath. I was in the pet store for hours not wanted to take the dog! I was told I had to because I paid but not to worry annot the issues due to the insurance . I  explained this when I purchased but was assured the coverage would cover the surgery! 

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

  Customer Answer

  Date: 06/10/2024

  This company is playing games and very deceptive practices. Izzy has been to the vet at least 6 times since purchasing. 2 vets said she needed the surgery included the girl that sold her to us at the pet store! The previous response said I would be refunded. All I was told was to send the estimate of the procedure which was done. Now I receive emails saying the dog is over 4yrs old then it was a mistake now I cant get any addtl money back! The receipt of the procedure doesnt say it was elective. The 2 other doctors recommended the surgery due to the issues she was having. We exhausted all other options which is why the expensive vet bills! I was assured I would receive a refund! You should have said something prior to me getting this surgery. The receipt is attached which shows nothing about elective surgery

  Customer Answer

  Date: 06/21/2024

  i just called ************************* and was told no one called them.  I was also told by them that the upper airway surgery can be life or death for some animals and because of this they would never have told the insurance ** it was an elective procedure. If it was elective and not needed I would have never had the procedure done especially after spending almost $1800 in previous medical bills.  I don't have money to throw away.  This surgery was re**mmended by several vets. this ** receives feedback from ******* on what they will and in most cases will not pay.   ******* knows they sold me a sick puppy. There is a re**rding that shows when I initially purchased the puppy I was **ncerned about the breathing issues.  You can look at the puppy and see that her snout is severely shorter than a normal frenchie but I was told because of the insurance I would be ok which was a lie!  After reviewing the attached notes from the surgery it says she has regurgitation, Brachycephalic Syndrome and pectus excavatum.  Severe respiratory Stertor!!!!

  I have added the notes from This is very disappointing.  I spent $3200 for a puppy that petland help for 4 days for me to **me back from vacation.  I saw the puppy for 10min before leaving. Upon picking her up I noticed she seems sick.  I didn't want to take her but was assured by the salesperson that she had insurance.  if surgery was needed and it was hereditary it would be **vered up to 100% of the **st of the puppy within the 1st yr and decrease every yr afterwards.  This was also **nfirmed prior to me providing al of her medical re**rds and quote for the surgery.  I have spend about $1800 in doctors visits and medication which i was only reimbursed a fraction even though this dog has been sick from day 1.  I was told during these messages prior to taking her in for the procedure that I would be **vered but now, it to has gotten denied.  I think all you do is send denial **rrespondences because i received a denial that had nothing to do with my case then you respond but saying that's not for you but yours is denied as well !  I am going to end up suing if this isn't resolved will me receive a reimbursement for the surgery plus my last claim I sent in April.  I have re**rding. 

  Customer Answer

  Date: 06/27/2024

  I think I will end up suing this business !  Provided valid information with no resolve 

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 3 month old Doberman puppy from PetLand in *******. It was noticeable that the pup had a skin condition but the manager reassured me that the skin condition was due to being inside the crate all this time. After numerous vet visits and skin exams it was concluded that the skin condition is Hereditary and a pup with this condition should have never been sold in a retail store. I called PetCare Solutions *********** and sent them all the discovery I had of my dog's skin condition. After I requested a full refund they denied it but agreed to reimburse for her medical bills and future treatments till the entire amount that I paid for the puppy was reimbursed. After sending them all of the vet bill, they have not returned any of my calls. They also do not pick up the phone. Every time anyone calls, it rings for a while and goes to Voicemail. At this point, if I do not hear back from them I will be forced to seek legal advice.

  Business Response

  Date: 05/03/2024

  This has been resolved, we have been in full communication with the customer.

   

  We had to receive the medical documents in order to process the claim. Claim was successfully processed and Customer was mailed check on 4/25/2024. 

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21609694
  
  I am rejecting this response because:

  I only received a partial refund. My dog was sold having a hereditary skin condition. PetCare solutions denied my original request for a refund and agreed to reimbursing me for any treatments/exams needed. I have spent thousands of dollars on top of the high price tag for buying the dog. I respectfully have the right to be FULLY REIMBURSED for all of her medical bills. 

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

• Initial Complaint

  Date:02/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We made a deposit of $4,631.88 on a Golden Retriever puppy on February 4, 2023 at *********** in **********. A salesperson told us that we have to pay the full price as a deposit coercing us into a purchase that night. When asked if we could do a lesser deposit; we were told no. The salesperson didn't provide a full sale contract at the time. On February 5, 2023, I returned to the store and advised the salesperson that we are not able to proceed with the purchase due to personal circumstances. This was a different salesperson. She told me that as per company policy, we could have done a 25% deposit last night. I asked the salesperson to refund me the full price or at least the price less the deposit as we are unable to proceed with the purchase. At that point, I was told that there is nothing that can be done at the store and that I needed to contact and file a claim with petcare.solutions. I was able to get in touch with them on Monday, when I called to file a claim requesting a partial refund on the basis that we were misinformed about the deposit requirements and the full contract was not provided to us. I asked for a 75% refund forfeiting 25% of the purchase. I was told that the claim needs to be sent to the management for review and approval which will take 3 to 10 business days.On Feb 8, as per a phone call with ***, Petcare.soluitions verbally rejected our claim without providing any substantiation to their decision and no further means to discuss this matter with their management. I was told that if we don't pick up the puppy, we will forfeit the deposit and the puppy will be back for sale at the store. Nor store or petcare.solutions would confirm their business relationship. *** at petcare.solution refused to provide the next step in this dispute resolution and refused my request to speak with her manager. Given the circumstances and the fact that the pappy will be back for sale, I would like to receive at least a partial refund.