ComplaintsforPetland of Lewis Center - North Point Shopping Center- Franchise

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  purchased dog on 05/14/2023, was told it was a cavachon was told by person in the store that is a botique breed between a king charles cavliar and a bichon. in my effort to care for the puppy we found that some paper work was missing on the mother dog called around trying to locate and was told that some breeded don't register the dog due to the superior lineage. after the dna results call back and was told that the did not have the paper work and that i need to call the breeder. i was told to reach out to ther service team who confirm that they just took the word of the breeder who told the dog was a cavachon not a f2 meaning second genetation a king charles bread with a cavachon vs a bichon. i was told that it's up to the breeder to be honest an theres nothing they could do Good Evening, I do apologize that this was not the response you were hoping for, what type of resolution were you hoping to get? this is what they told me now " In short, The documented sire and/or dam are examined to ensure they were the genetic contributors to the dog in question. If those two are confirmed as the parents, their pedigree and breed are conferred onto the puppy. Your Cavachon sire is Cavalier King Charles Spaniel and the mother is a Bichon Frise mostly. Therefore you have a Cavachon. There can be no such thing as a purebred Cavachon. It is a mixed breed dog with mixed breed parent. The store cannot help without going through us first. If you have further questions, please contact us at your earliest convenience.

  Business response

  11/30/2023

  To whomever this may concern,
  
  
  This is in response to a complaint filed by ******* *****
  
  
  On 5/14/2023, Ovea Notoma and ******* ***** visited the Petland Lewis Center location and purchased a Cavachon puppy (Microchip: ***************). They signed and agreed to all terms of the limited warranty at time of purchase.
  
  
  On 10/18/23, ******* ***** contacted Petland Lewis Center’s Solutions.Pet Center. After reviewing their claim, they were denied any sort of refund. They had stated they had the Wisdom Panel DNA Testing done proving that the Cavachon puppy was not a purebred. 
  
  
  Per the Wisdom Panel Frequently Asked Questions, they state the following:
  “Wisdom Panel dog DNA tests aren’t designed or intended to determine or validate whether a dog is purebred. Rather, they’re meant to demonstrate how closely a dog matches the reference genetic signature for a breed.
  
  
  The database we use to develop the reference genetic signatures consists of samples from documented purebred dogs and samples from a network of veterinarians. Though we’re constantly updating our database, genetic drift and the impact of breeder preference can prevent small and/or foreign family lines from being well-defined by the dogs in the reference database.”
  
  
  Also, per the warranty that states the following:
  “Any reference to the Puppy’s “Breed” as contained in this Contract and elsewhere is based upon information obtainable from the Puppy’s breeder and/or applicable kennel club registration. Petland North-23, LLC has made no further investigation, and makes no representation, guarantee, or warranty, that the Puppy is of a certain breed. Purchaser agrees that he/she is not relying upon any such representation in his/her decision to purchase the Puppy, and Purchaser agrees to hold harmless Petland North-23, LLC for any information obtained from the Puppy’s breeder and/or applicable kennel club. Purchaser is also cautioned that many commercially available canine DNA tests are not designed to determine or validate whether a particular dog is purebred, and the use of such tests on a purebred dog may lead to inaccurate results.”
  
  
  Due to the above disclaimers from both Wisdom Panel and Petland Lewis Center, no refunds are warranted.
  
  
  Sincerely,
  
  
  Petland Lewis Center
  

  Business response

  11/30/2023

  To whomever this may concern,
  
  
  This is in response to a complaint filed by ******* *****
  
  
  On 5/14/2023, Ovea Notoma and ******* ***** visited the Petland Lewis Center location and purchased a Cavachon puppy (Microchip: ***************). They signed and agreed to all terms of the limited warranty at time of purchase.
  
  
  On 10/18/23, ******* ***** contacted Petland Lewis Center’s Solutions.Pet Center. After reviewing their claim, they were denied any sort of refund. They had stated they had the Wisdom Panel DNA Testing done proving that the Cavachon puppy was not a purebred. 
  
  
  Per the Wisdom Panel Frequently Asked Questions, they state the following:
  “Wisdom Panel dog DNA tests aren’t designed or intended to determine or validate whether a dog is purebred. Rather, they’re meant to demonstrate how closely a dog matches the reference genetic signature for a breed.
  
  
  The database we use to develop the reference genetic signatures consists of samples from documented purebred dogs and samples from a network of veterinarians. Though we’re constantly updating our database, genetic drift and the impact of breeder preference can prevent small and/or foreign family lines from being well-defined by the dogs in the reference database.”
  
  
  Also, per the warranty that states the following:
  “Any reference to the Puppy’s “Breed” as contained in this Contract and elsewhere is based upon information obtainable from the Puppy’s breeder and/or applicable kennel club registration. Petland North-23, LLC has made no further investigation, and makes no representation, guarantee, or warranty, that the Puppy is of a certain breed. Purchaser agrees that he/she is not relying upon any such representation in his/her decision to purchase the Puppy, and Purchaser agrees to hold harmless Petland North-23, LLC for any information obtained from the Puppy’s breeder and/or applicable kennel club. Purchaser is also cautioned that many commercially available canine DNA tests are not designed to determine or validate whether a particular dog is purebred, and the use of such tests on a purebred dog may lead to inaccurate results.”
  
  
  Due to the above disclaimers from both Wisdom Panel and Petland Lewis Center, no refunds are warranted.
  
  
  Sincerely,
  
  
  Petland Lewis Center
  

  Customer response

  12/08/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20901098
  
  I am rejecting this response because: 
  I am rejecting this response because: 
  I repeatedly asked the company to provide the details about the mother 
  I asked the company what constitutes this dog to be sold as a cavachon versus any mixed dog I was sold a boutique breed which i was explained was made of of a pure breed cavalier and Bichon. 
  after I began questioning asking for paper work which I have not received . I was sent the attached photo. I was told by sandra via a call that this was a Bichon and that it just needed to be groomed.
  I again asked for the paper work I was told that some breeders do not want to register the dog because of the superior lineage. 
  I was than told by sandra the wisdom panel further proves that the dog is bIchon because she read the panel wrong. 
  prior to selling the puppy as a cavachon it was never confirmed it was a cavachon. No questions were asked of the breeder until I questioned this and they tried to now use this info as proof
  petland did not do their due diligence and defrauded me by selling me a puppy that was almost a cavachon.
  Per and email I received from jerome he said basically the mother was mostly bichon. 
  so why should I now be stuck with a puppy that is not what i was sold. He was not sold as Mostly Cavachon
  The value of the puppy does not match because he’s not what they sold
   
  

  i tried to send a picture it states the file is too big sending over as an email as that’s how I received it.
  Regards,
  
  ******* ***** Regards,
  
  ******* *****

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/4/23 we purchased a husky for an amount more than twice the normal retail price. We were assured it was AKC registered and checked by a vet so we bought it for a little over $5000. We were assured it was checked out by a vet and had all its shots and everything. It was sick 6 times within 24 hours. When we went back to get a refund or exchange, we were told there were no refunds. All the other dogs were of even less value. Further since this has happened we have concerns about the use of puppymills which we were assured they weren't using, but later found they were. We were not allowed to use our own vet but had to use theirs for a scheduled followup appointment. Which we also later learned was a scam. We were told if we didn't choose a lesser value dog within 48 hours we would just be out the $5000. When we bought the dog we were also told that there was basically a lifetime warranty on the dog, so if anything happened to him or any future dogs we would be able to replace at no cost. They refused to let us come back at a later date to choose a dog, ma**** us feel pressured to buy one immediately.

  Business response

  10/16/2023

  
  October 9th, 2023
  BBB Complaint ID: ********
  RE: ******* ****
  To Whom It May Concern:
  
  This is in response to the complaint filed by ******* ****. 
  
  On October 4th, 2023, Ms. **** visited our Petland Lewis Centerlocation and purchased a Siberian Husky puppy assigned microchip number ***************. At the time of purchase, Ms. **** was provided with and signed a copy of the purchasing contract and our Limited Health Warranty, 
  
  On October 5th, 2023, Ms. **** contacted Solutions.pet to have a health claim set up to exchange her new puppy. At the time of the request, Ms. **** was already in our store loo**** to exchange her Siberian Husky puppy. As an exception to our All Sales Are Final return policy, we allowed Ms. **** to exchange her puppy and take home a Teddy Bear puppy assigned microchip number ***************. At the time of the exchange, Ms. **** did sign off on an exchange letter relinquishing her rights to the Siberian Husky puppy and understood this would be her only chance to exchange her pet. 
  
  Per Ms. ****s signed warranty:
  “All Sales Are Final. Petland North-23, LLC incurs considerable expense and risk when a puppy leaves our store. We do not loan our puppies out and all sales are final. This includes all circumstances, including marital and landlord disputes, personal medical limitations, allergic reactions, or loss of income. (Purchaser acknowledges that there is no promise, express or implied, that the Puppy will be non-shedding or non-allergenic.) If you decide within the first forty-eight (48) hours of purchase that your puppy is not right for you, Petland North-23, LLC may agree, at its sole and absolute discretion, to allow you to exchange your puppy for a puppy of equal or lesser value (in which case any difference will be refunded in the form of store credit only).”
  
  After bringing her exchanged puppy home on October 5th, 2023, Ms. **** contacted Solutions.pet that same day needing to return the Teddy Bear puppy after all. She indicated to Solutions.pet that her current dog is being rather aggressive towards her new puppy. Per our signed agreement, the customer’s request to return the exchanged puppy for a refund was denied. At the time of purchase, all new puppy owners are provided with an American Kennel Club membership that includes lifetime enrollment to the American Kennel Club GoodDog Helpline, which is the registry’s virtual training platform. The benefit package also includes lifetime enrollment to the AKC Reunite which is the amber alert system for the puppy’s microchip, 30 days of complimentary health insurance, an ownership certificate, and an electronic family dog magazine. In order to take advantage of those benefits, Ms. **** will have to contact the Registrations Department at the contact number listed in her paperwork. 
  
  Please be aware that our puppies receive the utmost care, with evaluations conducted by a minimum of two, and often three, different veterinarians before they are made available for adoption. While unforeseen circumstances can occasionally arise, Petland Lewis Center offers a 14-Day Limited Warranty. Solutions.Pet is accessible seven days a week and could have been contacted by Mr. **** or Ms. ********* to request reimbursement for any incurred charges.
  
  We are genuinely sorry to hear about Ms. ****’s dissatisfaction with her experience. We strongly urge Ms. **** to take advantage of the resources that are available to her as a new puppy owner. It's essential to understand that bringing a puppy into your home is a significant decision, and it shouldn't be taken lightly. Ms. **** was well informed about our store's return policy when she made the purchase.
  
  Upon thorough examination of ******* ****’s request, Petland Lewis center maintains that the original resolution is justified and will not provide Ms. **** with any additional compensation. Enclosed, you will find copies of Ms. ****’s signed puppy purchase contract, the financial agreement, and the signed exchange letter for your reference.
  
  Regards,
  
  Petland Lewis Center
  

• Initial Complaint

  07/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sold me a sick dog. I bought an American cocker spaniel for 5000. I notice behavior issues right away. After two yrs of an illness that no one could figure out I had to surrender him to the hospital bc I could no longer afford vet bills. I would like a full refund!

  Business response

  07/07/2023

  
  July 6th, 2023
  Complaint ID: 20272391
  To Whom It May Concern,
  
  This is in response to the complaint filed by Ms. ****** ****.
  
  On September 8th of 2020, Ms. **** purchased a Cocker Spaniel puppyassigned microchip ************289 at our Petland Lewis Center location. At the time of purchase, Ms. **** was provided with the puppy purchase contract and a Limited Puppy Warranty that she signed and agreed to. Ms. **** was also provided with our Solutions warranty department’s information, who handle all matters after purchase.
  
  Ms. **** has not had any contact with our Solutions Center since purchasing her Cocker Spaniel puppy on September 8th, 2020. The customer was provided with a Limited Puppy Warranty, as well as a Lifetime Program. Per the signed warranty, if there are health issues to contact the Solutions Center. Alas, the Solutions Center was never contacted so Petland Lewis Center was never made aware of the issues Ms. ****’s puppy was experiencing.
  
  We are very sorry to hear that Ms. **** had to surrender her puppy and for the health issues her Cocker Spaniel encountered. We do have our Solutions Center to assist with any matters. Due to Ms. **** not contacting our Solutions Center since time of purchase, no refunds are warranted.
  
  
  
  Sincerely, 
  
  Petland Lewis Center
  

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I bought what we thought bought a Yorkshire terrier for our 4 year old daughter on 6/25/2021 for $4766.36. My wife specifically asked how much would the puppy weigh when fully grown; we did our research and they would get no more than 9-10 lbs max. Needless to say our puppy which is supposed to be a AKC registered puppy with parents supposedly weighing 7 and 6 pounds weighs 17 pounds and isn’t a year old. We’ve been to multiple veterinary clinics and they say he’s definitely not a Yorkshire terrier. We called petland at Lewis Center to return the puppy or to see how this happened. There’s no reason they should be selling a mixed breed dog for $5000 with a complete miss representation of being a specific breed. Where is the protection for the consumer? After looking at the paperwork it looks like anyone could fake the paperwork. The store and the breeder are surly in business together. Please don’t buy any pets from this location or this company! They have no integrity and are dishonest.

  Business response

  03/08/2022

  Our response is attached. This has been resolved with the customer. Can you please confirm that you received the attached letter?Thanks and have a great day.

  Business response

  03/09/2022

  Hello,

  
  

  Please let us know if anything else is needed.

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