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Puppy Country Responds

Puppy Country • Consumer complaints • The company responds • A lab tech responds

We received the following letter which is reproduced verbatim except for removing the consumers' last names:

March 30, 2004

Dear whom it may concern,

I have a business and two consumer complaints are posted on your website about my company. First of all, I have tried contacting you via email on several occasions and have yet to hear a response back. I own Puppy Country in Sunrise, Florida. The first complaint about Janet whom bought a Yorkshire terrier from has already gone to court. The plaintiff not only lost, but the State attorney's office picked up the case and I won a second time in court. I have all the legal documentation to go along with that. The information the consumer wrote is incorrect. I feel the complaint should be taken off the site.

Second, the lady Michelle ftom Waynesboro, PA is not in my records. The information posted on your site does not match any records in my store. Nor do they match anything in my veterinarian's records. The vet she talked about in the complaint. If there were a puppy that died I would surely know about it. Not only that all vet care is free if you go to one of our vets within the first two weeks. There is no way she could have acquired a $2000 vet bill. I want information on her, a copy of her bill or a copy of her warranty. There is no way she purchased a puppy from me and has not pursued a refund or continued to contact me.

I have already contacted my attorney and have found out all legal aspects I can take on this situation. I am writing you this letter first to give you a chance to clear all this up with me. I had email a response to the first complaint. In that response I threatened with legal action and did not follow through. I have since then already followed through with my attorney on what I need to do further.

If you do not contact me back with a response within the next seven days I will follow as directed. Since it is your site I am holding you responsible for posted information slandering a business without correct information. I hope to hear from you promptly.

Our response:

April 13, 2004

Jennifer Augenstein
President
Puppy Country
15974 St. Rd. 84
Sunrise FL 33326

Dear Ms. Augenstein:
Thank you for your letter of March 30, 2004. Though we are happy to hear from you, your letter is inaccurate in stating that we did not respond to your e-mails. In fact, we have posted the e-mail you sent us on Nov. 16, 2003 on the same page as the complaints about your business and told you we were doing so.

Let's take the complaints about your business in order:

1. Michelle of Waynesboro, PA. You say she did not buy a puppy from you. She says she did. We have asked her for a copy of her receipt or other documentation and are waiting to hear from her.

2. Margie of Davis, FL. You do not comment on this complaint and therefore we assume you do not dispute it.

3. Janet of Davie, FL As we know, she went to court and lost, according to you. We have her complaint and your rebuttal on our site.

4. Darlene of Coconut Creek, FL. This complaint, copy enclosed, has just been added to our site. We would appreciate your comments on it.

You know, Mrs. Augenstein, customers have a right to discuss their dealings with you, whether you like it or not. You may dispute what they say and, at our option, we will publish your rebuttals. You may threaten us if you wish and you are free to file legal actions against us. You should know, however, that we will vigorously defend ourselves and will bring whatever counter-actions are appropriate.

The fact is that out of the thousands of pet stores in the United States, there are only a few about which we receive multiple complaints. Yours is one of them. Instead of threatening us, you should perhaps look at your internal operations to see how you could do a better job of ensuring customer satisfaction.

Please feel free to continue sending us your responses to consumer complaints. We are happy to review them.

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