ComplaintsforPetland Janesville

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my dog in April of 2022. I was told by an employee at the Petland in Janesville that she was fixed. Now today (09/22), she had her period and was bleeding all over my floor. I live in an apartment so something that was a must for me was that she was fixed so that this incident didn't happen. I called the store and they pretty much told me I was lying and that there had to be a miscommunication and hung up on me. I should not be liable for something I was assured was already taken care of. The dog costed thousands and they are refusing to do anything to help the situation. Steer clear of this business. Something needs to be done.

  Business response

  09/19/2022

  The customer is just now contacting us to cover a spay for their 8 month old dog that they purchased almost six months ago! It is not medically recommended by the majority of Veterinarians to spay puppies at such a young age, and therefore we do not. It is also in the contract that is read to the customer at time or purchase, initialed and signed at completion explaining it is the owners responsibility to spay or neuter their puppy when of age. Furthermore, all the paperwork and CVIs provided to the customer at time of purchase indicate the puppy was not spayed at time of purchase. It is a also a requirement to take the puppy to the vet within 7 days of purchase to establish a relationship for the well being of the puppy, at which time, another veterinarian would inspect the records and see the puppy is not spayed as well. 
  

  With this being said, we are sorry the customer is upset, but we do not cover the cost of spaying 8 month old puppies, unless it was deemed medically necessary prior to purchase  and at that point a certificate of spay would have been provided to the customer. Spaying and neutering a pet is a cost of owning a dog. 

  Customer response

  09/20/2022

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *********************

• Initial Complaint

  08/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  puppy was purchase on Sat july 30. the dog had a runny nose and drippy eyes. sales rep said she was given a nebulizer treatment and we should just put her in a steamy shower she would be fine. By Monday morning the puppy started throwing up just once but continued to eat well. by tuesday morning 2 days with us she was vomiting continually and had to get her to the vet and for two days she had to be on iv and had a white blood count of double the normal. this dog was sick. there was so much deception wi the the sales rep. i asked about comments on their website of adamantly dening the puppies were not from a puppy mill. i asked and they said absolutely not. 3 adults were with me and heard the same thing. we went to the breeder and he is a puppy mill and it was advertised this ways what he is. his name is *********************** i asked this so i could make the best choice for a purchase. who would have thought they would be deceptive and i didnt feel i was a buyer beware which was clearly the situation. also they provided instructions for feeding a small dog that would have starved her. we were not able to get a well cleaned appt to talk about care and then ended up as a emergency situation from previous complaints the seems to be something which happens with petland. upon several calls to ask about the pet insurance,wrong information provided for help,only talking to different manager the resolution i finally got on my fifth call is to send the pet bills and they will review. this is not enough take the dog back or discount the dog for being sickly and predictors practices of incorrect information when asked by me the customer. i was happy to pay the cost of the dog but what i was told i would be getting is not at all what we were told. i will attach documentation i received

  Business response

  08/05/2022

  Based on the customers information provided, the puppy purchased came down with a cold. Puppies, like children, do get colds. The customer has called our store numerous times screaming at our staff. We provide a free month of pet insurance to customers in case any unfortunate vet care is needed. Taking a puppy home is a stressful time for the pup. We informed ***** we would cover her deductible, which is not in our contract, it is us going above and beyond for a customer. Her puppy is now on an antibiotic and will recover quickly. She is requesting a refund of the puppy purchase price but wants to keep the puppy. We are requesting the customer stops harassing our staff! We have offered to cover the deductible on the insurance already paid for by us. We will not be issuing her a refund unless she wants to return the puppy to us. 

• Initial Complaint

  09/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a puppy from Petland Janesville on Saturday September 11, 2011. We were told the pet had been vet checked several times! When we brought the puppy home he was very lethargic and would not eat. I took him to the vet on Tuesday September 14, 2011. I was told he had three types of parasites and pneumonia confirmed by a chest x-ray. I called Petland immediately and spoke with ****. Her response was to check the contract and they would not refund the cost of the **Ray, nor the tests to determine giardia and other parasites. This company tells you they are selling well puppies, but indeed are not!

  Business response

  09/21/2021

  The complaint states the dog was purchased in 2011? The procedure for having allowable expenses covered are to submit the medical records for a puppy and the covered expenses will be reimbursed within 14 business days. Until then, we cannot help. Also, this client was informed they dewormings and diagnostics are not covered, which is gone over in the legally binding contract and signed by the customer at time of purchase! De wormings are a preventative treatment and are part of owning a puppy!

• Initial Complaint

  07/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on 4/27/2021 I purchased a puppy from Petland in Janesville WI. They listed it as a Pom A Chon. I paid $3000.00 for this dog. Turns out as getting a little bigger this is a Terrior Mix. Our Vet even lists it as a Terrior Mix. I have all the paper work and pictures if you wish to see. I feel as if I was ripped off paying that money for a dog that isn't what they said. This dog definitely is not a Pom A Chon and is not worth $3000.00! And yes I want more than just an apology. We have grown to like the dog but still feel ripped off. Pup #18735.Female, team color. Petland Janesville WI-493354. Chip # 992000000450905. Born 2/8/2021. Ref# and Kennel # 18753. Partial Refund

  Business response

  07/15/2021

  
  
  I left a voicemail, and see that we did receive a letter regarding the
  above complaint. The customer has not contacted our store, nor do we
  provide a guarantee on what someone's puppy is going to turn out looking
  like. Just like people, everyone is made differently. It is clearly
  states in our legally binding contract that every customer, including
  this one is read and initials and signs the following:
  
  HYPOGLYCEMIA, TRAINING/BEHAVIORAL, BREEDING                             
  INITIAL___________
  There is no warranty for hypoglycemia, training or behavioral problems
  or for allergies of the puppy or for people to the puppy. This puppy is
  provided solely as a companion pet. There is no warranty that the puppy
  may be used for showing or breeding. Petland Janesville is not
  responsible for any inaccurate or misrepresented information regarding
  the puppy that is provided to us by the breeder including but not
  limited to size, weight, color or breed standard. Registration papers
  are provided as a courtesy & Petland Janesville is not responsible for
  breeders who fail to provide registration papers, errors, omissions or
  misrepresentations by others. This warranty is intended to clarify yours
  as well as Petland Janesville’s rights and responsibilities in the event
  there is a problem with your puppy. The initial examination and the
  timely submission of veterinarian reports are conditions precedent to
  the effectiveness of this limited warranty and the above constitute the
  entire warranties provided by Petland Janesville.
  
  Besides this above signed and presented information, here is a picture
  of this customer's puppy. Clearly not a Terrier...
  
  Thanks,
  
  

  
  

  Customer response

  07/15/2021

  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.
  
  [Please type your response here.] I guess I have to accept their lame excuse. When I pay what they charged for this mutt (excuse me designer dog) I expect the truth. In other words If they were a restaurant and I ordered spaghetti and they brought me a ham sandwich and I already paid for it tough luck. I wish that this be listed on your website and of course word of mouth will have to do. That is it. 
  
  Regards,
  
  ****** *********

• Initial Complaint

  06/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business sold me a very sick puppy. They will not honor their warranty cause we could not get the dog to a vet in 7 days the vet did not have a opening. Seeking compensation for vet bills or refund cost of the dog. This puppy came down very sick 3 days after buying it for a emergency visit to find out it had pneumonia when we bought it but they guaranteed it was healthy so they lied to us about it being sick please help.

  Business response

  07/15/2021

  
  
  
  
  I have attached a screenshot that we do not have any record of the
  customer **** ******* purchasing a puppy at our store, nor anyone at his
  address, phone number or email. Our puppies are examined weekly by a
  licensed veterinarian and we do not send puppies home that are showing
  any signs of illness or even any possible signs of an illness. I have
  also included below that part of our legally binding contract with
  customers does require the owners to take their puppy to a licensed
  veterinarian within 7 days of purchase to establish a relationship for
  the best interest of the puppy going forward. This is in place to make
  sure puppies are receiving vaccinations and health exams and to avoid
  issues such as this. We also state in our contract in several places,
  under NO circumstances do we cover emergency vet visits. A puppy that
  has pneumonia would be showing signs of distress before it reaches
  pneumonia.
  
  Thank you,
  ******
  Petland Janesville

  Customer response

  07/16/2021

  This does not satisfy me. The puppy was run under ****** *******. Our vet said this did was sick when we bought it to have 90% of the lungs filed with fluid.
  **** *******

  Business response

  07/19/2021

  I do show a puppy purchase by ****** ******* on 5-23-21. We have a 7 day health warranty. It is now been almost 60

  days. When did you take your puppy to the vet? If you called the store within the 7 days, we would have asked you to submit documentation from your veterinarian. I also do not have any emails regarding this puppy so at this Point I am not sure why you are filing a complaint?

   

  Customer response

  07/23/2021

  The puppy was at the vet memorial day which my wife did contact you by phone and was told there was nothing you would do so yes I will file the complaint and it took you forever to answer it. The puppy was then seen by our vet cause he didn't get any better. We tried to get into the vet before the 7 days we called the day after purchasing the puppy but there were no openings for weeks due to covid otherwise the puppy would of been in for a check.

*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. ↩