ComplaintsforYour Pet Experts LLC

• Initial Complaint

  10/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a ****** ********* puppy to be an ESA  dog on 9/18/2022 because I suffer from extermely bad PTSD & on 9/21/2022 the puppy was deemed to be quite ill & tested + for 2 parasite infections. The pet store was notified immediately of the vet testing + on 9/21/2022 & picked up medicine & started the 10 day course of 2 meds. On that following Saturday she was found in a large amount pf vomit & not drinking water. She was rushed to the emergency vet & deemed very ill yet again from the parasite infection.So the pet store was notified once again & they told me to bring the paper documentation at my leisure & I woud be reimbursed the totsl of all my expenses but today (Monday) when the owner contacted me she said she wouldn't reimburse for the expenses stating that I only had 5 days to contact them but they were contacted right away whem she tested + which was 3 days after the purchase so well within the contract limit time! Please help me to shut this business down she put me into bad PTSD episode because of he poor behavior & poor business practices...

  Business response

  10/14/2022

  *************************** purchased a ****** ********* on September 18, 2022. I received a phone call on September 23,2022, that the dog had tested positive for two parasites. No clinical illness was reported. ******* told me she was not able to make it in that day, but that she would make it in at some point over the weekend to turn in the documents. I told her that was acceptable, as it would have fallen within the 5 days submission time period allotted by Section 9.3 of the Unfair Trade Practices and Consumer Protection Law. She did not turn in the documents. On October 1, 2022, an associate received a call from ******* stating the dog had to go to an emergency vet for vomiting. On October 2, 2022, ******* turned in all documents from both vet visits. Management reached out to ******* on her next shift to inform her that her bills would not be covered due to the late submission of the paperwork. The manager read her the paragraph, which ******* initialed at the time of sale, that stated, "veterinarian certification shall be presented to the seller not later than 5 days following receipt thereof by the purchaser, failure will result in forfeiture of rights." ******* proceeded to tell the manager to "shut up" and screamed profanities at her. The manager informed her that she would not tolerate being spoken to in that manner and that she was going to hang up the phone. There were multiple reasons that ******* was told the bills would not be covered: 1.) the submission date of the vet paperwork, 2.) there was no clinical illness reported by the veterinarian on the first visit, within the first 10 days of ownership, 3.) the report of clinical illness was after the 10 day coverage allotted by the state of Pennsylvania, and had no certification that the illness (vomit) was caused by the parasitic infection. Proof of the reasons are located in copies of the contract and veterinarian paperwork attached. Since contact with ******* and her spouse, they have made fake phone calls pretending to be other customers and even an attorney. They have also come into the store and yelled at other customers causing us to call the police to have them escorted off of the property. ******* has been informed multiple times to contact a lawyer for her grievances, and that we, Your Pet Experts, will continue to follow the buyer protection contract given to and signed by her at the time of sale.  Documents to be sent separately, as it is continuing to get bounced back for being too large.  

• Initial Complaint

  09/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was sold a sick puppy with ongoing health issues that was against the 6 month health guarantee i was guaranteed. all of the puppies at this pet store don't look cared for properly and were thinking that's how he caught an extreme case of kennel cough.

  Business response

  09/20/2022

  There has been on going communication between ************** and the manager of the store. She has been refunded for multiple vet visits as per the PA law section 9.3 of the Unfair Trade Practices and Consumer Protection Law. Pictures of the refunds available upon request. The puppy purchased was diagnosed with kennel cough, a virus, to which it was vaccinated against. Unfortunately, there are times where the puppy can still pick up the virus. There was no evidence of kennel cough when the dog was in the store, which was signed and agreed upon by ************** in her buyer protection plan, under the guarantee of good health. The dog has been since transferred to be under a new owner, which voids the buyer protection plan as stated in the contract. Copies of all documents available upon request.

  Customer response

  09/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Only certain vet visits were paid for due to the kennel cough and i never  got to communicate with the actual owner of the pet store in regards to the puppy i purchased there. All calls were through employees under the owner because the owner doesn’t want to deal with the conflict. it’s stated in the contract that all vet visits must be paid if there is something clinically wrong with him within the 6 months buyer protection guarantee. only the vet visits that were the least expensive were picked to reimburse and that is not right. it’s not right either on how they care for these puppies and never see day light until purchased. all of these puppies come from puppy mills and don’t look cared for and shouldn’t be sold out with clinical issues. there’s other complaints on there reviews that state other peoples experience of being sold sick animals. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  10/05/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  A dog was sold to my family without him having his rabies shots. The company knew he was scheduled for his shots, but instead of letting us know they allowed the transaction to go through. I have children and another dog in my home and this one is a hazard to us all. Please, help in correcting this so that it doesn't happen to anyone else. Thank you.

  Business response

  10/07/2021

  Rabies vaccines must be administered by a veterinarian. The vet was scheduled to come in that day to administer the vaccine to the puppy that was purchased and others. It was unknown to the sales associate who sold the puppy that this was scheduled and for that I apologize. The puppy was purchased prior to the vet being able to make it in to the store. Puppies in private ownership are not required to have a rabies vaccine until 6 months of age, the family is in no extra danger and still have 2 months to receive the rabies vaccine before the required age. We have since reached out to the purchaser of the puppy to attempt to resolve the issue.

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