ComplaintsforAnimart

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a female ferret (12 weeks old) from Animart in ********, ** 4/22/22 for $375. Animart gets their ferrets and some other animals from ******** Farms. Our family has taken amazing care of her and just this morning we found her dead. There is nothing in or around the cage to cause her harm and there are no other animals that can get close to her. When we got her we were guaranteed a "happy, healthy and outgoing pet", come to find out that ******** Farms massively breeds dogs, cats, rabbits, and ferrets in ********. We didn't know this information until we talked to an Animart manager and she told us to try and contact ******** Farms. When we looked up their contact number we saw related searches such as "why did my animal from ******** Farms die so suddenly?". Our entire family is very upset and Animart refuses to help us along with ******** Farms. I don't understand how a pet store would work with this company with lawsuits and issues regarding their animals health.

  Business response

  07/08/2022

  We were made aware that Shayanne discussed the situation with our Store Manager in ********. As presented and explained, our ferrets do come with a guarantee through the breeder. Here are steps that can be taken to potentially get the desired result that Shayanne would like. The final conversation ended with us explaining the necropsy report which is required per the breeder of the pet ferret, however we were hung up on that evening. We still took the liberty of looking into this further and in the link below there is a Fax Number from ******** Farms with specific instructions on what to do if a ferret passes away.

  https://www.marshallferrets.com/our-ferret-guarantee/

  
  Within the link it is noted that a copy of your receipt is required to begin the process. We have taken the liberty of attaching said receipt to this document.

  
  Sincerely,
  Animart Pet Store

  Customer response

  07/08/2022

  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.
  
  [Please type your response here.] I have tried multiple times to contact ******** Farms in regards to my now deceased ferret and nothing has come of it. I have not received a call back, email, or instruction on what to do in order to get my money back. I feel very upset and disrespected when ********* an animal that is going to die just a couple weeks of having her after I have spent $375 on said animal and loved and cared for this animal. Thank you for your help but I do not think that is resolved my issue.
  
  Regards,
  
  *********************************

  Business response

  07/11/2022

  The necropsy information needs to be faxed to ******** Farms. There is not a number to call, as one has to follow their policy first. Then, with the correct information, protocol will follow within ******** Farms. I did already provide the fax number. 

  Animart Pet would be happy to help by having Shayanne bring in, or email us the copy of the necropsy and we would be happy to start the process via fax.

  The necropsy is important for them to determine that it was a death due to underlying issues - as once an animal leaves their place, and even our pet store, we need that additional information to be sure. Sadly there are numerous reasons a pet can pass.

  We'd love to help in any way to get the information to ******** Ferret.

  Sincerely, 

  Animart Pet Store.

• Initial Complaint

  05/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/7/2021. I purchased a Chihuahua Puppy from Animart. In February my puppy was diagnosed with Luxating patella's . Animart had first hand knowledge that other puppy's from the same breeder (********* in *********) same parents as my dog, were being diagnosed with patella subluxation. In fact a dog named Tank from the same parents as my dog was returned to them 1 week before I purchased my puppy for the same subluxation of the patella issue. Tank and my dog Coco are not only from same breeder and same dog parents, The are exact replicas the look 100% same body build and coloring. I should have been notified that they were having trouble with this diagnosis from other puppy or dogs from same parents. I reached out to Animart in 2/2022 and I played some phone tag with ******************* the vet. Then I also sent an email to ****** L the Manager of both stores in ******* area, and I stated what I knew. ( As above). No one ever called or emailed back from that time on. I gave them ample time to respond to my email and phone calls. ******************* also stopped returning my phone calls. My dog screams in pain and now it appears more than one leg is affected. I have another Vet visit scheduled for further evaluation. It is horrible horrible sound to hear any dog scream In pain, let alone one that you love and are attached to. It will likely cost me Thousands to help my dog. Returning the dog to Animart ( like the other people did ) is out of the question, first and foremost because that is the worst thing to do to the dog. Its one thing to tell a customer that anything can happen, it's an entirely different situation, when Animart had first hand knowledge that a close relative ( sister/brother) of the same dog parents, and same exact build of dog has issues with sublimating patellas. THAT is unethical , irresponsible , animal abuse in my opinion on so many levels.

  Business response

  06/08/2022

  Hello,
  Upon investigating the matter, we have learned that there are a lot of discrepancies in the complaint at hand and actual fact in the matter. Our ***************** does have the records for the dog named Tank that is being referenced as well as the dog Coco (AKA Biggie when the dog was with Animart Pet). Tank was given to us as a rescue by a breeder in which we were very aware had a knee issue. The breeder knew of this and wanted to make sure that the dog was neutered and found a happy home.  Hence, why the breeder called us to take him. We still put in a numerous amount of time and veterinary work on the dog, therefore, there is still a fee to adopt. However, we did a write up to make sure there was full transparency on the situation with Tanks knee issue for whomever was going to adopt the dog.
  
  Coco, (AKA Biggie) that was adopted by ****** was from a litter of puppies that was from a completely different side of the state then where Tank was born. We can assure via veterinary records and addresses that these two dogs were not from the same breeder. Coco came from a total of 3 in a litter. On initial exam, our veterinarian found only one issue which was indeed an open fontanelle which is a soft spot in the head of the puppy. The Animart Veterinarian, did a write ** in the records of the puppy to make sure that any potential adopter was fully aware of the situation.See below - This is exactly what our DVM had written ** in the records that the adopter would have seen, and signed off on in the adoption packet claiming that they understood.

  Open Fontanelle:

  Open fontanelles are holes in the skull that result from incomplete closures of the skull's soft sports during normal growth in puppies. While for many dogs these soft spots close completely by 9 to 12 weeks of age, various smaller breeds of dogs, including toy and tea cups breeds, retain these holes and past puppyhood. It is very common in Chihuahuas and some consider it the breed standard. The main symptom of an open fontanelle is a soft spot or hole in the skull that remains into adulthood in a dog. Because of the young age in this dog we are unsure if it will close or not. For many dogs, these open fontanelles will cause no problems, but can result in injuries if subject to trauma.

  
  There are no notations from our Veterinarian during the very thorough exam regarding the dog having any issues with patellas. To follow up, and be certain, we did look up littermates to see if we have seen or heard from them and we have no issues noted.
  
  These dogs were put on the same CVI Form. The CVI form is a Certificate of Veterinary Inspection Form of when they were examined. Possibly that is why the client feels they are related?However, that has nothing to do with where the dogs come from.
  
  Unfortunately, we will have to say that our lack of response has to do with the fact that we have had issues with this client. Currently, we have 9 flags on her account with documented issues of being rude to staff, cancelling appointments at the last minute or coming in 30 minutes late to appointments, yet demanding to be seen which is not how we can run our business.
  
  Sincerely,
  
  Animart *****************

• Initial Complaint

  05/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a breed lab/Springer from animart (beaverdam) last spring. All was well til a few months ago we notice his paw/foot was starting to turn outward. Took him to our vet and he said it was a genetic growth defect. I called animart to let them know and she said I had to send documents to animart vet. We did so and they insisted we take him in to be looked at. Cost us $168 for his visit. Plus the cost of the first visit at our vet. Both vets said it was a birth defect. Today ***** called and said animart vet said it was almost 100% an injury ***** was never injured) but since there was a "small" chance it was a birth defect they would "refund" us the cost of the dog. Minus what they did for neutering and shot which was she thought around $500, so that would leave $999 for refund. We paid $1499 unsure if we paid taxes. She said they would refund half of that in an animart gift card of $500. Limited Health Guarentee says"if non curable defect, animart will refund you the purchase price of the puppy, if curable defect, Animart vet **** will either fix dog at no cost or refund up to purchase price of pup towards vet Bills. Cost for dogs foot repair major repair$4936 or leg metal plate$1255. We can do either. Or we can wait and watch to make sure it doesnt get worse. Either way a $500 gift card and them making it sound like it is our fault but they are doing us a kindness by the **** is not ok. It is not there guarentee. Her saying dr said it was a result if an injury most likely is not what either dr told us. We have spent almost $500 just paying to get him diagnosed. He walks with a limp. And is very stiff after laying around or playing. He deserves a better quality of life.

  Business response

  05/10/2022

  Hello,
  The client had been in contact with our store manager in Beaver Dam when this complaint came into the store. That being said, the store manager did stop contacting the client so that we could respond this way as we are assuming this is the way they would prefer us to correspond now. The clients veterinarian (not Animarts) does state to our veterinarian that the said problem could be a result of an injury to the growth plate or just abnormal growth. The distal ulnar physis is prone to injury due to its shape.**************** from *** and ******************** from Animart seem to both agree that we cant determine if its from injury or congenital. Because it was causing problems, we had suggested going to *** to see if it could get fixed surgically, but did not tell them they had to. We wanted to wait for the *** report before making any of our decisions for the client. Because of the lack of determination, we choose to offer a good will gesture of a $500 gift card.We stand behind that decision based on all of the conclusions from all doctors involved in the case. This goes above and beyond the signed health guarantee that was required prior to adoption regarding congenital defects. We just cant positively identify this as a said congenital defect, therefore, no full refund will be given.

  Customer response

  05/10/2022

  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.
  
  [Please type your response here.]
  
  This is not acceptable. Our doctor said it was a growth defect. **** (our dog) has never been injured. We were told we had to get a MSV in order for them to make a decision. How is $500 gift card to Animart going to fix ****. We cant afford the big surgery but are contemplating getting the one that is just over $1000 to help straighten his foot. It is disheartening to buy a dog and come to find he has a defect. With the Guarentee it is false advertising. So it may or may not be a defect so we cant tell and we dont care if the person who cares for this animal every single day says hes never been injured. We are going to try to wiggle out of this and keep breeding the mom and dad of this pup to make money. And some other poor family will have to go through the same thing. This is unacceptable business practice. We want to get another dog for **** and we can bring ourselves to purchase another dog from Animart if they cant honor or stand behind their animals. Regards,
  *****************************

*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. ↩