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Complaint Details
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Initial Complaint
01/24/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
My wife and I bought a puppy here on 01/07/23. They offer all these guarantees one of them being a 14 day guarantee against parvo, distemper etc. We took our puppy to a vet of their choice for a wellness check up. Two days later he's sick. He was diagnosed with parvo and passed away on 01/19/23. That's 12 days. Jennifer the warrenty woman ask my wife if she wanted a refund or another puppy. My wife was saddened over the loss and chose the refund. Petland said they would issue a refund and now continues to give us the runaround between the Dalton store woman, Christopher the district manager and Jennifer the warranty womanBusiness response
01/24/2023
The customer informed our claims and warranties person yesterday, 01/23/2023, that they would prefer a refund as opposed to a replacement puppy. We immediately had the financing company cancel the financing used to purchase the puppy, effectively issuing a refund for their purchase. I also sent them a check for the cost of veterinary care they incurred, which is beyond the scope of our warranties.
We are truly sorry for the customer's experience, but we believe we have gone above and beyond the terms of our warranties, and with all due speed.
Customer response
01/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
03/29/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I was sent to this store on 02/19/22 to apply for credit to purchase a pet, when I called I asked about the process the first thing I asked if they are doing a hard inquiry that I only want a pre approval and want to make sure it won’t affect my credit score, the store assured me it was a soft inquiry that it wouldn’t hurt my credit at all, few minutes after talking to the store I get a notification from Experian that I have a hard inquiry causing my score to drop by 32 points, I called the store and all they could do is apologize for the error, I talked to Experian, they said the store has to send a deletion letter stating it was an error and a hard inquiry was a mistake, the store took all my information and said they will email me the letter, today I received a second letter from a lender who I also called and said the letter has to come from the store. After all this time, Suzy and Chris both store manager said the letter has to come from the lender and which is incorrect and because the lender and the bureau both said it comes from the store and now the store is ignoring my request. They pull my credit with a hard inquiry without my consent.Business response
03/29/2022
******* ******* applied for credit in our store and apparently there was some miscommunication and her information was ran through a lender that performs hard credit pulls.
If ******* would start a credit dispute through Experian we would be happy to participate in that process to ensure this matter is resolved.
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Contact Information
Business hours
Today,12:00 PM - 9:00 PM
MMonday | 12:00 PM - 9:00 PM |
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TTuesday | 12:00 PM - 9:00 PM |
WWednesday | 12:00 PM - 9:00 PM |
ThThursday | 12:00 PM - 9:00 PM |
FFriday | 12:00 PM - 9:00 PM |
SaSaturday | 10:00 AM - 9:00 PM |
SuSunday | 12:00 PM - 9:00 PM |
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2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.