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:02/02/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 gray & white cockatiel from PSS in Cicero NY on 1/16/23. You could visibly see that her right wing had an issue. I spoke to a manager and she said that if there she would pay for the vet bill if I took her and there was an issue. I took "Echo" into the vet on 1/24. Per the Vet in Cicero there was a possible wing fracture and/or kidney issues. She gave me an estimate of $600-$1,000. Right after the visit I went back to PSS and spoke to the same manager and asked her if she could pay the vet bill. She refused and said that she didn't say that. The bird also was not chirping and was sitting at this pet store (per 2 different employees for 2-3 months). On 1/31 I had to take an emergent trip to another vet off hours for an emergency visit for respiratory distress. Upon x-ray it was noted that she did have a right wing fracture that was old. Also, had consolidation over her lung fields. The vet said that's why she can't chirp; it was an infection, inflammation of fungus and put her on antibiotics. She may not live. Most importantly to note, when I went into PSS on 1/24 I told the manager that she was the same person that I dealt with 2 years ago when I purchased another cockatiel, "charlie" who, just after purchasing had a bleeding vent and also had to put on antibiotics and washes. This store, unfortunately, is not caring for animals and providing medical treatment when they need it. When I was at the vet on 1/24 a vet tech said that she also purchased a bird there for her 13 yo daughter and only lasted 2 months. Please help these animals. They are suffering.

  Business Response

  Date: 03/13/2023

  We offered the customer to bring the animal back and get a full refund for it back in January. She said she would think about it. She never came in. We never received vet bills from the customer documenting that the bird had these issues.

  Customer Answer

  Date: 03/13/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Pet Supplies stated: "We offered the customer to bring the animal back and get a full
  refund for it back in January. She said she would think about it. She
  never came in. We never received vet bills from the customer documenting
  that the bird had these issues"  This is false. I went into Pet Supplies Plus in Cicero NY the day I went to the vet and had the vet bill in hand. I spoke to the manager (who refused to give me her name) and she took the vet bill to the back to make a copy of the bill. She never came up to the front of store; she sent an associate back up the vet bill with an 800 # to speak to a supervisor (she also wouldn't give me the name of her supervisor). Consequently, I had to take the bird to an emergency vet after that where they put her on antibitocs stating that her wing fracture, as well as an xray showed consolidation. Put her on antibiotics and she lived 4 days and passed away. The ***** vet said that the bird the wing fracture was old as well as the lung situation. She did not chirp. As for the "returning of the bird" remark, she did mention that but she also mentioned that she would pay the vet bills. (Of course she denied this when I confronted her at the pet store.  Regards, 
  
  ******** ****