Complaints

This profile includes complaints for Petland of Frisco's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Petland of Frisco

  2930 Preston Rd Ste 810 Frisco, TX 75034-9058

• 

  Petland of Frisco

  3190 S Central Expy Ste 500 McKinney, TX 75070-4596

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:06/16/2025

  Type:Product 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.

  Business Name: Petland Frisco Business Address: *********************************************************************************** Date of Transaction: May 25, 2025 Amount Paid: [Enter purchase price]Complaint Type: Product/Service Issue Misrepresentation Desired Resolution: Refund, Reimbursement, and Investigation Description:On May 25, 2025, I purchased a French Bulldog puppy from Petland Frisco. The puppy became lethargic within 7 days and was later diagnosed with severe parasites, worms, and possible Parvovirus. After multiple attempts to contact their "warranty hotline," we were eventually directed to a vet where he was hospitalized, suffered seizures, and was placed on oxygen. On June 6, just 12 days after purchase, we had to euthanize the puppy.Petland falsely claimed the puppy was healthy, came from reputable breeders, and was covered by a 10-year health warranty. We have since discovered the breeder (****** *****) is tied to a known puppy mill operation, as documented by CAPS (*********************************************). This is a violation of the Texas Deceptive Trade Practices Act, which prohibits misrepresentation of a pet's condition or source.We are seeking:A full refund of the purchase price $7,700.00 Reimbursement of $2,000+ in veterinary expenses A formal investigation into Petland Friscos practices This situation has caused extreme emotional distress to my family and especially my daughter. Petlands actions were deceptive and unethical, and I urge the BBB to hold them accountable.

  Business Response

  Date: 06/16/2025

  Dear Better Business Bureau,
  Thank you for the opportunity to respond to the complaint
  submitted by Mr. Zimmerman regarding the puppy they purchased from Petland
  Frisco on May 26, 2025.
  We will do our best in this response to provide context and
  clarity regarding the claims made by the customer. Our goal is to ensure
  transparency and to highlight the policies, materials, and procedures that were
  in place at the time of purchase.
  
  Failure to Provide Records to Warranty Department:
  While the customer submitted veterinary documents from Willowbend Veterinary
  Clinic to the Better Business Bureau, we must emphasize that none of these
  records were ever submitted to our warranty department. This paperwork is
  essential for initiating a claim and receiving support. Without it, our team had
  no opportunity to evaluate the case or offer assistance.

  
  Misleading Reference to Parvovirus:
  The customer’s complaint suggests that parvovirus may have been involved.
  However, on page 6 of the veterinary records provided to the BBB, Willowbend
  Veterinary Clinic clearly notes that the parvo test was negative.

  
  Assessment of Hypoglycemic Shock:
  The actual assessment recorded on page 6 was hypoglycemic shock. Hypoglycemia
  is not an illness but a preventable condition that can occur when a puppy’s
  blood sugar drops—often due to missed feedings or environmental stress. The
  smaller the puppy, the higher the risk.

  
  At the time of purchase, the customer received a sheet
  containing information about hypoglycemia, including signs to watch for and
  instructions on how to respond. The customer signed in acknowledgment of
  receiving this material. A copy of this hypoglycemia information sheet is
  attached to this response.

  
  Lack of Feeding and Resulting Weight Loss:
  On page 6, the veterinarian records that the owners said their puppy had not
  eaten for four days prior to the visit. For a puppy that weighed 5.8 lbs at
  purchase, this is a serious concern. Furthermore, page 5 of the vet records
  shows that the puppy weighed just 4.10 lbs when evaluated on June 4—only 9 days
  after purchase—indicating a significant weight loss of over 1.5 pounds.
  All customers are provided with clear feeding instructions,
  including what to do if the puppy begins to show signs of hypoglycemia or
  refuses food. This guidance is part of our standard new puppy materials.

  
  Pet Insurance Not Contacted:
  All Petland Frisco customers, including Mr. Zimmerman, receive a chance to sign
  up for a 14-day trial of Kanguro pet insurance. This provides an added layer of
  protection during a puppy’s critical adjustment period. Based on the available
  records and the customer’s own complaint, it appears they did not reach out to
  Kanguro for assistance or reimbursement.

  
  Breeder Transparency:
  Petland Frisco maintains complete transparency regarding the source of every
  puppy. At the time of sale, all customers initial a form issued by the city of
  Frisco that clearly identifies the breeder associated with their puppy. This
  sourcing information is also posted in-store at each puppy’s enclosure. The
  breeder in this case has been USDA-licensed since 2018 and has been inspected
  many times and appears to have no violations on record. A copy of the form with
  the sourcing initialed by the customer is also attached to this response.

  
  Clarification Regarding the 10-Year Health Warranty:
  The customer referenced the 10-year health warranty in their complaint. This
  warranty, which the customer signed in acknowledgment at the time of purchase,
  explicitly covers hereditary and congenital conditions only. The
  condition affecting this puppy—hypoglycemic shock—is neither hereditary
  nor congenital, and is specifically listed under the Limitations of Warranty section as not covered. There is no misrepresentation here; this information
  was clearly disclosed and acknowledged by the customer.

  
  Veterinary Health Certification at Time of Sale:
  The customer has claimed that Petland misrepresented the health of the puppy at
  the time of purchase. This is simply not true. All puppies receive health
  evaluations that are performed by licensed veterinarians. In this case, the
  puppy in question was examined and deemed healthy by a licensed veterinarian on May 22, 2025—just four days before the sale date of May 26, 2025.
  The health certificate issued by our partner vet confirming the puppy’s good
  health at that time was provided to the customer at the time of purchase. At no
  point did Petland misrepresent the puppy’s health; we relied on a recent,
  documented veterinary examination.
  
  In Summary:
  The
  customer never submitted any veterinary records from Willowbend Veterinary
  Clinic to our warranty department, which prevented any review or support.
  The
  vet records show the puppy tested negative for parvovirus, despite the
  customer's implication that could indicate the opposite.
  The
  puppy was diagnosed with hypoglycemic shock, a preventable condition that
  is explained in the care materials provided at purchase.
  The
  veterinarian was told the puppy had not eaten for four days, and the
  weight loss from 5.8 lbs recorded at the time of sale to 4.10 lbs recorded
  at the vet is apparent.
  The
  customer was given clear feeding instructions and guidance on how to
  respond to symptoms of hypoglycemia.
  The
  customer did not utilize their free Kanguro pet insurance trial, which
  could have provided additional assistance.
  All
  breeder sourcing information was disclosed and signed for at the time of
  sale, and was not misrepresented as the customer states.
  The
  10-year health warranty only covers hereditary and congenital conditions,
  as disclosed and signed by the customer. Hypoglycemia is not covered and
  is clearly excluded under the warranty’s limitations.
  Petland
  Frisco did not falsify or misrepresent the puppy’s health. The puppy was
  deemed healthy by a licensed veterinarian just four days prior to the sale
  and this documentation was shared with the customer.
  
  We have attached copies of our Warranty, Hypoglycemia
  information sheet, the City of Frisco form, and the veterinary health exam for
  the puppy.
  As was agreed to at the time of purchase and outlined in our
  warranty materials, we would strongly encourage the customer to resume
  communication with our warranty department directly. We are more than willing
  to review their case properly once the necessary paperwork is submitted.

  
  Sincerely,
  Petland Frisco

• Initial Complaint

  Date:04/01/2024

  Type:Customer Service 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.

  This business ran a credit check without my permission on 3/19/2024. I would like to be provided a copy of their information that was used to obtain my private information. The only information that was given by me was my name. Whatever that is provided is fraud because I never visited their store. I called once to inquire about a puppy and was given a date of March 26, 2024 to see the puppy. This appointment was cancelled by me on the day of the appointment. The location is their Frisco store.

  Customer Answer

  Date: 04/02/2024

  Hello, I did visit the Petland store today. I spoke with manager **** who informed me that he would attempt to find the employee that I spoke with when inquiring about my complaint of possible identity theft. He seemed just as surprised as myself. I did not witness the following; but, **** informed me that he ran a check for the previous 30 days and my name was not there for an application of credit (Petland card). He stated that he would contact the corporate office to seek further instruction on how to proceed. He gave me the corporate's office telephone number in which I will not call to inquire. I would like for the manager, ****, to do what he said he would do: contact corporate.

  In addition, I attempted to reach out to ********************* only to be given the run-around. I am waiting on a reply in order to seek the application or any documents that were provided when the application was to have been filed.  I have attached a copy of the only information that I can provide as further information. 

  Business Response

  Date: 04/08/2024

  After a complete investigation of all systems, it was determined that Petland Frisco never obtained any personal information about this individual.  It was further determined that this individual never visited the Frisco location in person, and therefore only leaves one avenue for the individuals credit to be processed.  The only way the individuals credit could have been run was for them to do it themselves on one of our approved websites where anyone can apply.  Should anyone visit our business in person, they will see that individuals applying for credit submit their personal information on their personal device through a web portal in lieu of giving it to a store associate.  

  Customer Answer

  Date: 04/08/2024

  I am rejecting this response because:   I do not take well to being referred to as someone who is not being truthful. I will correct the writer of the company's response. I had no knowledge of being able to submit an application for credit via their website. The only time that I visited their website was to view puppies that were available. I called approximately on March 19, to inquire about the French Bull dog that peaked my interest. The young lady that I spoke with informed me that I could set an appointment to "meet" the puppy which was scheduled for March 26 at 10AM. | alerted via text that I would not be able to keep appointment and to my knowledge, it was cancelled. As far as my not visiting the store in person is not true or correct. I visited the store on April 2, and spoke with manager **** (was not given a last name) to alert him to my concerns. **** asked me to write my name on piece of paper that he supplied so that he could find out if an application had been submitted for credit in my name. Whether or not this was done, only **** has the answer to that question.
  After he had received the piece of paper in which I had written my name, he then went to, I'm guessing, the office to look this information up. **** informed me that he had checked the past thirty days and my name was not on the information he used to find out whether or not my name was present. Upon completing the conversation **** informed me that he would reach out to corporate to find out how to move forward with my concerns. He then gave me a handwritten piece of paper that had the corporate's contact information. **** informed me that he would reach out to me once he had spoken with the corporate office (a phone call that I have yet to receive). The person who submitted a reply for the corporate office stated that, "The only way the individuals credit could have been run was for them to do it themselves on one of our approved websites where anyone can apply." With that being said, if I had submitted an application as they state via their approved website; where is the evidence of this submission? If I could be provided with this information to view. it would be greatly appreciated; since the assumption that this was caused by my submission. I find it very strange that no evidence has been submitted via the store nor corporate office that supports the fact that the application was submitted by me. Again, if any evidence of my applying for the Retland credit should be documented and able to be accessed at any given time. Once again, I need proof/evidence that I did submit a credit application in whatever form that can be provided.

  Business Response

  Date: 04/09/2024

  The only way for an store representative to apply someone for a line of credit is for that individual to supply their complete social security number, mailing ***************, and much more information.  Without supplying this information to any company, it would be impossible for the credit pull to occur.  Is the customer stating that she supplied this information to a company representative but did not authorize the credit pull?  Is she claiming that somehow without her giving this information, we obtained it?  Regardless, again, there is no records in any of the systems we have access to of this individual ever being applied for credit, therefore only leaving the possibility of them applying themselves online remotely without the knowledge of store associates.

  Customer Answer

  Date: 04/09/2024

  I am rejecting this response because:   No I did not give any personal information. Why would I make these accusations if I am not the person who submitted an application. Again, I find it quite strange the financial institution was able to render a decision on an application for which the business has no record. I still find it difficult to believe that this was not caused by someone within the business. How the personal information was obtained is the million dollar question. Again, where is their proof/evidence that I should not be concerned that this took place after contacting the store. I find this situation extremely difficult to understand. If an application was filed, where is the application, could they possibly obtain an IP address from where the application originatedsomething to physically submit that this was caused by me. If the company is not responsible; who is! I will continue to deny the false allegations of MY having filed  this application that they have no record of being filed. How was the financial institution involved know where to send the notice of denial. EVIDENCE is strongly needed from someone within their business or the  financial institution to ensure that I did not at any time file an application for credit, Petland card.

  Customer Answer

  Date: 04/09/2024

  I reached out to the financial institution and was finally able to SPEAK with a person who was able to update information within their database to show that the application was fraud. I did ask if I could have a copy of the information for my personal records. I was informed that the information could only be provided to law enforcement. I am so happy that I have filed a report with the local police regarding this matter. The person that I spoke with at ********************* was Ayana ******** #**** at ************. Just wanted to let this information be known. I will assume that due to my findings, the complaint that I filed on Petland has been updated to my satisfaction. If law enforcement needs to reach out to the business, I'm sure this will take place at their convenience. I do not have ink to company the entire complaint and responses, is there away that this information could be mailed to me at the address that is on file or via email? I am very grateful for your help with this matter.

• Initial Complaint

  Date:10/24/2023

  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.

  We purchased our puppy July 7, 2023 He was mine and my daughters heart, unfortunately he passed away he was 24 weeks old. The warranty company has denied our claim, stating we didnt purchase the stores specific food. Well when we purchased him he was so happy, 3 days later he was choking and gagging, I rushed him to the emergency vet at 11pm we left there with him still being very lethargic, coughing and gagging, I took him to their vet pet nest, they were very nice and saw us promptly. He was diagnosed with guiardia, and his blood sugar was very low and had a case of kennel cough. He was 2.3 pounds at this point, the food the store provided didnt have adequate nutrition for his little body. The vet took him off the food and put him on a special diet. Which that food couldnt be purchased from that store. On top of only having him a short time how was I supposed to purchase anything from them when I had already done so when I purchased him. He was on 6 medications for all of the above problems, their so called **************** has denied our claim, and allow us to pick out a new puppy for my heart broken daughter. As I am $5000 in debt on a puppy I no longer have. I turned in all of his records along with a death certificate. All we would like to do is allow my daughter to pick out a new puppy. We followed all of their rules by going to their vet that is over an hour away from my location, and this is still how we are getting treated.

  Business Response

  Date: 10/26/2023

  We were very sorry to hear of the unfortunate events that happened in regards to the family's puppy.  The customer contacted us to inform us that their puppy unfortunately passed away on Saturday night as a result of choking on food. They explained that they had made an urgent trip to the emergency room, but regrettably, they were unable to arrive in time to save the puppy.  While an extremely sad story & devastating to hear, a puppy choking on something is not covered under either warranty provided on our puppies.   We provide both a health warranty as well as a 10 year hereditary/congenital warranty, but this case in neither.  We do offer a replacement program where the customer may choose to stay enrolled by making qualifying purchases, but these requirements were not met, and the customer never contacted us to establish modified terms/requirements due to any special circumstances.  We have a proven history of working with families to accommodate special needs, but unfortunately we were never contacted.  We wish the family the best.

• Initial Complaint

  Date:09/08/2023

  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 cavapoo on April 28, 2023. It was not until a few months that I learned of my daughter's allergy to him. The store does not have a refund policy. I have a dog that my daughter is allergic to and a bill for **** dollars. There should be some accommodations that can be made when it relates to health reasons.

  Business Response

  Date: 09/26/2023

  We are sorry to hear that your daughter has developed allergies.  Not only is our policy posted at the register, but you also agreed to the policy, including specifically as it relates to your situation, by initialing and signing it.   

• Initial Complaint

  Date:02/17/2023

  Type:Billing 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 was sold a puppy at petland that has a congenital birth defect and the owner of the store ******************* is not returning my calls. A complaint has been filed with the ** of Animal Welfare along with the franchise coordinator for the petland frisco store. Pet Solutions (3rd party claim company) is handling my claim in bad faith and are not reimbursing me for al of the hospital visits, MRI, and over night hospital stays for my dog and the store along with the claims department have been awful. The petland customer solutions corporate is the only one who has returned my calls and are trying to help me. I will go into the issue more. Please feel free to contact me at anytime at ************. I also have all the documents from petland along with all vet visits, MRI, Imaging, and other providers.

  Business Response

  Date: 02/28/2023

  Unfortunately ************ has made multiple unfounded and unsubstantiated claims here. We would like to state that every puppy we send home is examined by multiple veterinarians and receives a clean bill of health prior to joining their new family. Every puppy is backed by a multi-year hereditary & congenital warranty to assist in covering unforeseen vet expenses should an unfortunate situation such as this arise. In the case of ************, such a situation did arise that he reported almost 10 months after purchase. Nobody could've foreseen this situation 10 months prior, but again, that's why Petland offers the warranties that we do, to assist in these situations. We strive to make sure all our customers and their pets are properly taken care of, and we stand behind all our warranties 100%. ************ was indeed taken care of, and his claims stated here are simply untrue. Perhaps he would like to return the check he received...?...