ComplaintsforPetland Sarasota

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 10/13/2023 we bought a puppy for over $9,600. After falling in love with him at the store we made the decision to buy him. Of course their sales tactic of "someone else is interested in him so you might want to jump on getting him, he wont be here long....etc.". We felt pressured to make the decision to buy him that day despite our concerns about our senior dog which we were planning on coming back with the next day with but after being told "he may not be here tomorrow" and that the next day may be complicated to bring in our dog with an event that was to be hosted that day, we risked it and just bought him. We paid cash and was given his paperwork. We were told all puppies are seen by vets while under their care and that our pup was HEALTHY, we were given the health details as "proof" he was fine to go home. We did notice a noise with his nose (like a stuffy nose) however after being told he should be in perfect health we did not think much about it and trusted the vet paperwork and their word. After going through paperwork we brought him home. The next 2 days we enjoyed our time together without an issue. Three days later his stuffy nose became more obvious, he then began to cough and started discharging mucus from his nose (2 day return policy was exceeded at that point). We scheduled his first vet visit within the 5 day period. He was diagnosed with giardia (parasite) and an upper respiratory infection. He was given rounds of medication (which he is still taking today). He began eating less and sleeping more often. Today we are constantly on alert with him and have visited the vet more than a handful of times in the short period of time we got him (One visit was for an emergency visit for ****** STOOL). This was not how we were planning on spending our time with our new baby, this is not only unfair for us but also for our pup! We were lied to and deceived! if conditions aren't met we will be escalating the issue and suing this company!

  Business response

  11/29/2023

  There is definitely a miscommunication/ disconnect Prior the customer posted a review and it was addressed in writing.
  We are so sincerely sorry for the situation. All puppies are cleared by a licensed vet but that does not excuse the pet not being well. We are so sorry it has not been the experience you wished for. Fortunately, we have a great warranty that will allow for financial support as well as answering medical questions. Please look in the packet of information and call the claims number.
  ************** with ******** and she will be able to help you start to finish. We sincerely hope the little one is feeling better soon and appreciate your time in giving feedback to make this better. We aren't able to help if we aren't aware of what is happening. Your feedback makes us better and we are grateful for it.
  
  The customer never called to report the issue either prior or after. The state requires they report the issue within 24 hours. She did not. ***************** then also followed up with a phone call to the customer to ensure she felt supported. She was asked at that time if she had any out-of-pocket expenses and she said no as she had used the store ************** and they had billed the store. Petland does not knowingly sell a pet with even the most minor issue. Each pet is cleared by a licensed vet. Should an issue arise we immediately address it. This was explained to the customer and she said she didnt understand why she shouldnt get a refund of the purchase price.  The warranty and the state law were reviewed with her and Petland has met their obligation to this customer. The customer was not compliant about reporting the issue. If there is in fact any additional expenses, she can still submit a claim and it will be reviewed. This exceeds the warranty and the state law after this period of time.

  Customer response

  11/29/2023

   
  Complaint: 20823275
  
  I am rejecting this response because:
  

  The warranty department is not the least supportive in any way. I just recently emailed them information without a response from them. I also spoke with them shortly after my ****** review and "********" did not solve any of my issues they would not offer a refund for additional expenses or any relief for the issues we have gone through, puppy has had to go on special food and supplements for his gastrointestinal issues. Most of his medical expenses have been covered by petland and though he has cured from his infections and parasite it took a very long time and has put much strain on his stomache he has developed gastrointestinal issues since then.

  
  

  Petland sold me an unhealthy puppy and for that they should be held responsible. This has impacted our beloved time with our new puppy and has caused so much distress. Petland only allowed 24hours to advise and return the puppy however his issues became apparent after the third day (past that period) the first two days he was mostly sleeping and as soon as we noticed the issues we immediately contacted the vet and went in for an immediate checkup within the 5 day reccommend on the paperwork. We did our part to go into the designated vet and they have all the documentation to prove everything. Petland would not have been the ones to cure my puppy thus we contacted the professional instantly not sure why they would be the ones we would immediately contact for HEALTH concerns when they nor treated my puppy before coming home nor would they have been the ones to treat him afterward. We love our puppy and would not have even considered returning him thus contacting Petland seemed irrelevant since it was not our intention to return him, only to find him the help he needed which would not have been in Petlands hands by any means.

  
  

  
  

  Sincerely,

  
  

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

• Initial Complaint

  06/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 4/29/23 I purchased a male mini poodle from Petland. I was informed that if I opened Petland credit card I would have 24 months interest free. It is 6/17/23 and I have still not received a credit card or credit card statement. I have called the credit card company two times and both times they incorrectly updated my address one time, leaving the unit number out and the second time it was missing N on the street. Having not been able to review a statement in talking to the customer service representative at the credit card company I was informed I had a revolving line of credit subject to *****% interest rate. The credit card company advised me to contact petland and have them call them to change the promotional period. I contacted petland and they said they attempted to contact the credit card company and that they wouldnt change the interest rate. I would have never opened a petland credit card with this outrageous interest rate. The store said that they opened a ticket with corporate but no one is eager for a resolution yet, I am paying *****% interest.

  Business response

  07/14/2023

  This response was taken verbally by the BBB:

  At this time this has been resolved. The consumer has come in and we voided the transaction and the consumer paid in full on another card. 

  Customer response

  07/14/2023

   
  Complaint: 20199976
  
  I am rejecting this response because:

  i was charged $125 from Petland credit card for interest.

  the cancelled transaction should have resulted in no expense to me.

  
  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. ↩