ComplaintsforPetland of Frisco

• Initial Complaint

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This business ran a credit check without my permission on 3/19/2024. I would like to be provided a copy of their information that was used to obtain my private information. The only information that was given by me was my name. Whatever that is provided is fraud because I never visited their store. I called once to inquire about a puppy and was given a date of March 26, 2024 to see the puppy. This appointment was cancelled by me on the day of the appointment. The location is their Frisco store.

  Customer response

  04/02/2024

  Hello, I did visit the Petland store today. I spoke with manager **** who informed me that he would attempt to find the employee that I spoke with when inquiring about my complaint of possible identity theft. He seemed just as surprised as myself. I did not witness the following; but, **** informed me that he ran a check for the previous 30 days and my name was not there for an application of credit (Petland card). He stated that he would contact the corporate office to seek further instruction on how to proceed. He gave me the corporate's office telephone number in which I will not call to inquire. I would like for the manager, ****, to do what he said he would do: contact corporate.

  In addition, I attempted to reach out to ********************* only to be given the run-around. I am waiting on a reply in order to seek the application or any documents that were provided when the application was to have been filed.  I have attached a copy of the only information that I can provide as further information. 

  Business response

  04/08/2024

  After a complete investigation of all systems, it was determined that Petland Frisco never obtained any personal information about this individual.  It was further determined that this individual never visited the Frisco location in person, and therefore only leaves one avenue for the individuals credit to be processed.  The only way the individuals credit could have been run was for them to do it themselves on one of our approved websites where anyone can apply.  Should anyone visit our business in person, they will see that individuals applying for credit submit their personal information on their personal device through a web portal in lieu of giving it to a store associate.  

  Customer response

  04/08/2024

  I am rejecting this response because:   I do not take well to being referred to as someone who is not being truthful. I will correct the writer of the company's response. I had no knowledge of being able to submit an application for credit via their website. The only time that I visited their website was to view puppies that were available. I called approximately on March 19, to inquire about the French Bull dog that peaked my interest. The young lady that I spoke with informed me that I could set an appointment to "meet" the puppy which was scheduled for March 26 at 10AM. | alerted via text that I would not be able to keep appointment and to my knowledge, it was cancelled. As far as my not visiting the store in person is not true or correct. I visited the store on April 2, and spoke with manager **** (was not given a last name) to alert him to my concerns. **** asked me to write my name on piece of paper that he supplied so that he could find out if an application had been submitted for credit in my name. Whether or not this was done, only **** has the answer to that question.
  After he had received the piece of paper in which I had written my name, he then went to, I'm guessing, the office to look this information up. **** informed me that he had checked the past thirty days and my name was not on the information he used to find out whether or not my name was present. Upon completing the conversation **** informed me that he would reach out to corporate to find out how to move forward with my concerns. He then gave me a handwritten piece of paper that had the corporate's contact information. **** informed me that he would reach out to me once he had spoken with the corporate office (a phone call that I have yet to receive). The person who submitted a reply for the corporate office stated that, "The only way the individuals credit could have been run was for them to do it themselves on one of our approved websites where anyone can apply." With that being said, if I had submitted an application as they state via their approved website; where is the evidence of this submission? If I could be provided with this information to view. it would be greatly appreciated; since the assumption that this was caused by my submission. I find it very strange that no evidence has been submitted via the store nor corporate office that supports the fact that the application was submitted by me. Again, if any evidence of my applying for the Retland credit should be documented and able to be accessed at any given time. Once again, I need proof/evidence that I did submit a credit application in whatever form that can be provided.

  Business response

  04/09/2024

  The only way for an store representative to apply someone for a line of credit is for that individual to supply their complete social security number, mailing ***************, and much more information.  Without supplying this information to any company, it would be impossible for the credit pull to occur.  Is the customer stating that she supplied this information to a company representative but did not authorize the credit pull?  Is she claiming that somehow without her giving this information, we obtained it?  Regardless, again, there is no records in any of the systems we have access to of this individual ever being applied for credit, therefore only leaving the possibility of them applying themselves online remotely without the knowledge of store associates.

  Customer response

  04/09/2024

  I am rejecting this response because:   No I did not give any personal information. Why would I make these accusations if I am not the person who submitted an application. Again, I find it quite strange the financial institution was able to render a decision on an application for which the business has no record. I still find it difficult to believe that this was not caused by someone within the business. How the personal information was obtained is the million dollar question. Again, where is their proof/evidence that I should not be concerned that this took place after contacting the store. I find this situation extremely difficult to understand. If an application was filed, where is the application, could they possibly obtain an IP address from where the application originatedsomething to physically submit that this was caused by me. If the company is not responsible; who is! I will continue to deny the false allegations of MY having filed  this application that they have no record of being filed. How was the financial institution involved know where to send the notice of denial. EVIDENCE is strongly needed from someone within their business or the  financial institution to ensure that I did not at any time file an application for credit, Petland card.

  Customer response

  04/09/2024

  I reached out to the financial institution and was finally able to SPEAK with a person who was able to update information within their database to show that the application was fraud. I did ask if I could have a copy of the information for my personal records. I was informed that the information could only be provided to law enforcement. I am so happy that I have filed a report with the local police regarding this matter. The person that I spoke with at ********************* was Ayana ******** #**** at ************. Just wanted to let this information be known. I will assume that due to my findings, the complaint that I filed on Petland has been updated to my satisfaction. If law enforcement needs to reach out to the business, I'm sure this will take place at their convenience. I do not have ink to company the entire complaint and responses, is there away that this information could be mailed to me at the address that is on file or via email? I am very grateful for your help with this matter.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our puppy July 7, 2023 He was mine and my daughters heart, unfortunately he passed away he was 24 weeks old. The warranty company has denied our claim, stating we didnt purchase the stores specific food. Well when we purchased him he was so happy, 3 days later he was choking and gagging, I rushed him to the emergency vet at 11pm we left there with him still being very lethargic, coughing and gagging, I took him to their vet pet nest, they were very nice and saw us promptly. He was diagnosed with guiardia, and his blood sugar was very low and had a case of kennel cough. He was 2.3 pounds at this point, the food the store provided didnt have adequate nutrition for his little body. The vet took him off the food and put him on a special diet. Which that food couldnt be purchased from that store. On top of only having him a short time how was I supposed to purchase anything from them when I had already done so when I purchased him. He was on 6 medications for all of the above problems, their so called **************** has denied our claim, and allow us to pick out a new puppy for my heart broken daughter. As I am $5000 in debt on a puppy I no longer have. I turned in all of his records along with a death certificate. All we would like to do is allow my daughter to pick out a new puppy. We followed all of their rules by going to their vet that is over an hour away from my location, and this is still how we are getting treated.

  Business response

  10/26/2023

  We were very sorry to hear of the unfortunate events that happened in regards to the family's puppy.  The customer contacted us to inform us that their puppy unfortunately passed away on Saturday night as a result of choking on food. They explained that they had made an urgent trip to the emergency room, but regrettably, they were unable to arrive in time to save the puppy.  While an extremely sad story & devastating to hear, a puppy choking on something is not covered under either warranty provided on our puppies.   We provide both a health warranty as well as a 10 year hereditary/congenital warranty, but this case in neither.  We do offer a replacement program where the customer may choose to stay enrolled by making qualifying purchases, but these requirements were not met, and the customer never contacted us to establish modified terms/requirements due to any special circumstances.  We have a proven history of working with families to accommodate special needs, but unfortunately we were never contacted.  We wish the family the best.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a cavapoo on April 28, 2023. It was not until a few months that I learned of my daughter's allergy to him. The store does not have a refund policy. I have a dog that my daughter is allergic to and a bill for **** dollars. There should be some accommodations that can be made when it relates to health reasons.

  Business response

  09/26/2023

  We are sorry to hear that your daughter has developed allergies.  Not only is our policy posted at the register, but you also agreed to the policy, including specifically as it relates to your situation, by initialing and signing it.   

• Initial Complaint

  02/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was sold a puppy at petland that has a congenital birth defect and the owner of the store ******************* is not returning my calls. A complaint has been filed with the ** of Animal Welfare along with the franchise coordinator for the petland frisco store. Pet Solutions (3rd party claim company) is handling my claim in bad faith and are not reimbursing me for al of the hospital visits, MRI, and over night hospital stays for my dog and the store along with the claims department have been awful. The petland customer solutions corporate is the only one who has returned my calls and are trying to help me. I will go into the issue more. Please feel free to contact me at anytime at ************. I also have all the documents from petland along with all vet visits, MRI, Imaging, and other providers.

  Business response

  02/28/2023

  Unfortunately ************ has made multiple unfounded and unsubstantiated claims here. We would like to state that every puppy we send home is examined by multiple veterinarians and receives a clean bill of health prior to joining their new family. Every puppy is backed by a multi-year hereditary & congenital warranty to assist in covering unforeseen vet expenses should an unfortunate situation such as this arise. In the case of ************, such a situation did arise that he reported almost 10 months after purchase. Nobody could've foreseen this situation 10 months prior, but again, that's why Petland offers the warranties that we do, to assist in these situations. We strive to make sure all our customers and their pets are properly taken care of, and we stand behind all our warranties 100%. ************ was indeed taken care of, and his claims stated here are simply untrue. Perhaps he would like to return the check he received...?...

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a puppy from pet land on 7/13 BIG MISTAKE. I bought the puppy on sale as I was advised it was because he was the last of his litter and they are anticipating more dogs in that week. When I placed the deposit over the phone, the lady advised me the sale is partly due to the puppy having an upper respiratory infection that was treated. I bring the puppy to their vet the next day and advised the respiratory infection is looking good and practically cleared up. I opted to take the fecal exam and about 12 hours or so later I get advised that he has giardia. I am extremely upset!!! I placed a hold on my puppy and didn't pick him up until about 30 hours later, any good business or reputable business would do check out the puppy BEFORE the sale it to a customer. I am now disputing this with my credit card (thank God I purchased it through Mastercard and not Pet lands shady finanacing) I have an autoimmune disease and health gastrointestinal health issues, this parasite is EXTREMELY contagious, dangerous and can affect your entire family INCLUDING children. I want my money back, it's not about the puppy it's about protecting my health and the health of my family!!! The sold the puppy under false eight chances as they know a good bulk of their inventory is damaged. Not quite false advertisement but shady dealings. I have requested for the manager to call me back and I have not received anything I am going to do everything in my power to fight this because for me is not just about finances but it's about HEALTH THREATS to me and my family!

  Business response

  09/15/2022

  Business Response /* (1000, 7, 2022/08/09) */ Thank you for giving us the opportunity to respond. We will address this with facts from documents (attached) initialed and signed by Ms. ********. On the first page you will see an arrow pointing to the section stating in red "Petland cannot guarantee any animal to be 100% disease or parasite free." Ms ******** initialed this section acknowledging it. On page 3 there is an entire section informing Ms. ******** about giardia, what it is, and (highlighted) that "Humans CAN be infected by giardia." Ms. ******** initialed right next to this. Ms. ******** claims in this BBB notice to have "an autoimmune disease" among other things. A valid question is: Why would a person with this condition move forward with, or accept the risk? Petland makes everything very clear to our customers so that they may make an educated decision. As shown in the attached, the puppy was seen by and cleared for sale by the veterinarian only a few days prior to being purchased.

• Initial Complaint

  06/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are a family of 4 and our kids are getting to an age to manage themselves. So we decided to get a puppy finally to add happiness and joy to our family. We pulled the trigger 06/13 by buying a Siberian husky puppy from Petland, Frisco on 06/13 at 8:00pm. The pup looked a bit tired, and not active. We thought this was because of stranger anxiety. The team there didn't mention a thing about its health or condition. The guy there ran credit and went over the paper work for 45 minutes, while they said they clean up the pup. By closing time they hushed us out of there quickly. I bought the pup home and it started pooping loose bowels in 30 minutes. All the friends said probably stress and anxiety. We had several dogs before, but nothing like this. And the diarrhea continue all night everywhere in the home. Almost 9 times of loose bowels by 3:00pm. The kids and wife were upset by this time. I had literally take the puppy outside into the patio and tried to put him in the kennel cage. He sprayed poop in that thing too and on the floor every where. We both stayed like that in the patio tired and the dog had 13 loose bowels and two vomiting's by morning. I thought the pup would die that night. (I am attaching some pictures). The next day I took time off, called the Vets office (PetsNest) as soon as they opened. They gave me an open slot appointment that morning from a cancelled appointment (lucky me). As soon as the vet learned that the husky puppy was from PetLand, he said, the place is notorious for parasites and infections. I called Petland and they told me they cannot do anything and asked me to call the warranty line. I called the warranty line immediately, and they asked me to submit all the paper work, diagnosis reports and medication. The pet is diagnosed of Giardia and infections. The puppy started reacting to our child badly and now the kid is at aunts home. We are cheated by these guys and the stress. Please help me return the pet and get refund.

  Business response

  08/18/2022

  Business Response /* (1000, 7, 2022/07/09) */ Customer contacted Petland prior to BBB with the request of getting store credit for the puppy. This was accepted and customer returned puppy for the requested store credit. Customer already received store credit. Please see the attached 2 items. Thank you.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I adopted a 12 week old Cane Corso and it was odd to see he was on sale for 40 percent off but once we got home we understood why. I am not sure how they are bred or how they are taken care of at Petland but it has only been 4 days since adoption and he is extremely aggressive and already growls and bites. They reassured me they were great dogs and knowing I have a toddler in the house said I had nothing to worry about. This puppy must have been through so much under there care to be this hostile. Cane corsos can be aggressive but generally it stems from a bad breeder or an even worse pet store. I am stuck now and don't know what to do because I spent a lot of money on a dog that may have long term temperament issues. I am sure there is nothing they will do to correct this because at the end of the day they are only interested in money. They could careless if they put a dog with big tell signs of aggression in a home with kids. My wife got full on bit twice and I got bit and this was right after good walks. Playful bites don't cause deep pain. Also last medical exam before sale was almost a month before the sale which is odd.

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/05/25) */ We find your perspective interesting, and thank you for sharing. While reviewing your claims, we noticed that you visited Petland multiple times over the course of 7 days specifically inquiring about the Cane Corso breed, explaining you had done extensive research. As was explained to you on your second visit about the discounted price on the puppy you purchased, it was due to its stay at Petland being longer than expected. We maintain an aggressive markdown schedule with our puppies to ensure they find great homes as quickly as possible. Larger breeds in our care are exercised outside often and experience a variety of individuals so that they are well adjusted for many interactions. The phone discussions I had with your wife along with the email (attached) that I received from her contradict your claims. Your wife and I had a civil, kind conversation about a puppy that wasn't the best fit for her family, asking that she be able to return the puppy, which was swiftly agreed to and happened. Further, I offered an immediate return and she elected for the next day. Should this puppy be so aggressive as you assert, why would your wife allow for the puppy to remain in your house longer than needed? Your claims listed here make it sound like this was a bad puppy, from a bad place, and I assure you this couldn't be further from the truth. I am sorry the pet you came in for twice, played with twice, and chose to take home was not a good fit for your family. I was more than happy to assist your wife and accommodate her request to return the puppy, which did quickly happen. Since return, your puppy was again evaluated by a veterinarian and a behavioral specialists and no concerns were expressed past a large breed teething puppy. I was happy to see that the puppy quickly found another home and has been thriving there, no issues. Again, I was happy to accommodate your wife's request and am thankful to her for the pleasant, civil, and friendly manner in which she handled the situation.

*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. ↩