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:05/07/2023

  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.

  This is copy/pasted from my Google review:
  
  UPDATE 5/5:
  
  I received a letter in the mail today explaining I am not allowed to set foot on Millcreek Mall property. I go to church right next to the mall, so I called to make sure it would be alright. Mall security said that's okay, but if I go near the mall I will be arrested. I spoke with Heartland Manager, Richard, on the phone about this, and he is in fact the one who filed the complaint, alleging I was trying to break in to their store (this is a complete fabrication.)
  
  This is what Heartland does to people who call them out on their horrible, horrible business practices.
  
  I never received an apology, by the way. Only attitude.
  
  UPDATE 4/20:
  
  Manager Richard told me Monday the check would be here in a day or two, that he would be sending it Priority Mail. But in actuality he sent it with regular postage, so I am still waiting for my money back. I cannot afford the gas to attend classes at Edinboro, today. DO NOT TRUST THIS STORE. They definitely still uses PUPPY MILLS.
  
  UPDATE 4/18:
  
  **** passed away from PARVO, contracted at Heartland. This is what Summit Pet Hospital helped me to understand. Heartland has not been helpful in getting the compensation I deserve. This makes the whole Mall look bad.
  
  ORIGINAL REVIEW 4/12:
  
  **** became my very first dog, at 39! Maddie helped me so much in finding my soul mate, and Jessie the assistant manager helps hire really caring and kind people. Do not worry too much about puppy mills here, they said they don't use them. They apparently CARE about their animals, and it shows.

  Business Response

  Date: 05/16/2023

  ******* ******* purchased a Miniature Australian Shepherd from Heartland Pets on 4/5/23.  The puppy was in perfect health when it left the store.  Had always been eating and drinking fine as well full of high energy and playfulness...having been seen by our vets from Erie Animal Hospital with no adverse notes.  

  On the morning of 4/17/23, our employee was stopped at the entrance of the store by the mall security guard to inform her that she had to stop a man, later identified as ******* *******, from disrupting the peace slightly down the hall from the pet store.  Mr. ******* was yelling loudly and ranting to any passersby that Heartland Pets killed his dog.  He was beligerent with the security guard and was asked to leave.  When he refused, he was escorted out by security and a mall walker who was also an Erie detective.   The security guard as well as Heartland Pets employees were fearful for their safety from Mr. ******* after these outbursts.  The mall security guard called Millcreek Police at this time. 

    Millcreek Police arrived and spoke to Mr. ******* via phone.  They told him he was not allowed inside the mall at this time nor near Heartland Pets.  Mr. *******' ban from the Millcreek Mall was then initiated by the Mall itself, NOT Heartland Pets.

  Mr. ******* also has concern regarding where Heartland Pets source their puppies.  Never once did he question a manager about his concern.  Heartland Pets only uses breeders who are state and Federally licensed as is required by law.

  As to his concerns regarding the death of his puppy:  A Heartland employee contacted Summit Pet Hospital and spoke to a tech there regarding Mr. ******* situation.  She explained that the puppy was not brought in for medical attention until the puppy had not been eating for FIVE days.  No one should allow a puppy to go without eating for five days before seeking medical advise.  As it turns out, Mr. ******* claims he was in the hospital at this time and the puppy was under the nominal care of a neighbor who may or may not have looked after the puppy.   The tech stated that the puppy would have been fine with proper care.  As for the Parvo diagnosis, the test administered is standard in this case and revealed a faint positive.  According to the tech, it is not possible that if indeed it was a positive result, the puppy contracted Parvo from Heartland Pets due to the fact that the gestation is 5-7days.  Mr. ******* already had the puppy in his possession for nine days prior to a first vet visit.

  Mr. ******* claims he was not reimbursed.  In fact, the owner of Heartland Pets reimbursed Mr. ******* for his vet bill in the amount of $395.60 IN PERSON.  And in fact Mr. ******* only paid Summit Pet hospital $300.00 of the $395.60 owed.  So Mr. ******* is now $95.60 to his benefit which hopefully makes it's way to Summit Pet Hospital.  As for the refund of the puppy...Heartland Pets is not required under warranty to refund Mr. ******* since proper vet care was not administered in a timely manner... but Heartland Pets refunded anyway.  Mr. ******* finance contract was cancelled (as to NOT affect his credit in any way) and his down payment was refunded by company check.  Upon checking with Heartland Pets' bank, both checks were cashed by Mr. ******* within days of receiving.  

   

  Customer Answer

  Date: 05/17/2023

  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.
  
  
  
  “******* ******* purchased a Miniature Australian Shepherd from Heartland Pets on 4/5/23. The 
  puppy was in perfect health when it left the store. Had always been eating and drinking fine as well 
  full of high energy and playfulness...having been seen by our vets from Erie Animal Hospital with no 
  adverse notes.”
  Heartland did not provide a record of any vet visits, aside from the Rabies Vaccination 
  Certificate, which was performed March 1st, 2023.

  
  “On the morning of 4/17/23, our employee was stopped at the entrance of the store by the mall 
  security guard to inform her that she had to stop a man, later identified as ******* *******, from 
  disrupting the peace slightly down the hall from the pet store. Mr. ******* was yelling loudly and 
  ranting to any passersby that Heartland Pets killed his dog. He was beligerent with the security 
  guard and was asked to leave. When he refused, he was escorted out by security and a mall walker 
  who was also an Erie detective. The security guard as well as Heartland Pets employees were 
  fearful for their safety from Mr. ******* after these outbursts. The mall security guard called 
  Millcreek Police at this time. “
  I was not yelling, nor ranting. This is hearsay. I did inform a few fellow mallgoers that 
  “Heartland had sold me a dead dog.” Nothing about killing. I left immediately without question 
  when asked, and was certainly not belligerent. I never refused leaving. 

  
  “Millcreek Police arrived and spoke to Mr. ******* via phone. They told him he was not allowed 
  inside the mall at this time nor near Heartland Pets. Mr. *******' ban from the Millcreek Mall was 
  then initiated by the Mall itself, NOT Heartland Pets.”
  The ban was initiated by Heartland and the Millcreek Mall, as per my conversation with the 
  security company, once I received a letter in the mall explaining the ban.

  
  “Mr. ******* also has concern regarding where Heartland Pets source their puppies. Never once 
  did he question a manager about his concern. Heartland Pets only uses breeders who are state and 
  Federally licensed as is required by law.”
  I specifically asked if they used puppy mills. They denied this. However, after speaking with 
  several other prior customers, it is known throughout the community that they do, in fact, use 
  puppy mills.

  
  “As to his concerns regarding the death of his puppy: A Heartland employee contacted Summit Pet 
  Hospital and spoke to a tech there regarding Mr. ******* situation. She explained that the puppy 
  was not brought in for medical attention until the puppy had not been eating for FIVE days. No one 
  should allow a puppy to go without eating for five days before seeking medical advise. As it turns 
  out, Mr. ******* claims he was in the hospital at this time and the puppy was under the nominal 
  care of a neighbor who may or may not have looked after the puppy. The tech stated that the 
  puppy would have been fine with proper care. As for the Parvo diagnosis, the test administered is 
  standard in this case and revealed a faint positive. According to the tech, it is not possible that if 
  indeed it was a positive result, the puppy contracted Parvo from Heartland Pets due to the fact that 
  the gestation is 5-7days. Mr. ******* already had the puppy in his possession for nine days prior 
  to a first vet visit.”
  The dog died of Parvo, contracted during his stay in the kennels of Heartland. This is 
  according to a vet.

  
  “Mr. ******* claims he was not reimbursed. In fact, the owner of Heartland Pets reimbursed Mr. 
  ******* for his vet bill in the amount of $395.60 IN PERSON. And in fact Mr. ******* only paid 
  Summit Pet hospital $300.00 of the $395.60 owed. So Mr. ******* is now $95.60 to his benefit 
  which hopefully makes it's way to Summit Pet Hospital. As for the refund of the puppy...Heartland 
  Pets is not required under warranty to refund Mr. ******* since proper vet care was not 
  administered in a timely manner... but Heartland Pets refunded anyway. Mr. ******* finance 
  contract was cancelled (as to NOT affect his credit in any way) and his down payment was refunded 
  by company check. Upon checking with Heartland Pets' bank, both checks were cashed by Mr. 
  ******* within days of receiving.”
  I never claimed I was not reimbursed. I claimed it took them too long and was not 
  satisfactory, this is still the case.

  
  
  
  Regards,
  
  
  
  ******* *******