Complaint Review: Shake-A-Paw

I'm going to make my story very detailed...I don't want to leave anything out! And I feel that everyone should know the ordeal my family has gone through with the adoption of our puppy....it heart-breaking. No one deserves to go through this when they are pursuing their first family pet!

My story begins on 7/09/2008. My family and I decided to take a ride to a local Shake-A-Paw near my sister-in-laws house. My nieces go there often to see the puppies there and give them some attention. I've been searching for the "right markings on the perfect puppy" for two years. I couldn't believe my eyes when I finally found her. A female Shih Tzu, brown, black and white.

I looked for all the signs that you would look for in a puppy. Make sure they are playful, no bugs in the fur, no smelly ears, looks clean, wet nose...the whole deal. When the sales person put her in a room with us, she was just so excited. She approached my husband and my children and it was love at first sight.

Upon signing all the adoption papers and paying for an extended warranty, we couldn't wait to get her home. ($1150.00) The Shake-A-Paw people said she had just arrived the night before, from Nebraska. She wasn't even in the store for 24 hours. And apparently was checked by a vet earlier that day. They assured me that she was fine and if we noticed anything wrong to just bring her back and they will give a credit or exchange her. (Okay, right there, she is not a pair of shoes...she's a living thing!) Anyway, with that, we brought her home.

Once we got home, it was kind of late...around 9 pm, we fed her. My goodness, she ate like she hadn't eaten in weeks. We decided to give her a name after we see what kind of personality she had. So, we were all trying to come up with puppy names. But, she remained nameless for now. She fell asleep soon after, and was put in my kitchen for the night.

Next day, everything was fine. She was kind of playful but not alot...I figured it was because of all her traveling and getting adjusted to her new environment. She did not eat well that morning and barely touched her afternoon meal. Once dinner came she hadn't eaten at all and had slept most of the day. We decided to contact a vet the next day. That night, I stayed with her. I slept on the couch and watched and listened for every move she made. She had not eaten, she was very lathargic and now her breathing was very, very heavy. When we took her out to go to the bathroom, she would walk two steps and just fall/lay in the grass. She had also developed a cough/hack.

Having a new puppy, we hadn't even decided on which vet to use. I called a few family members and found one that was very highly recommended and open on a SUNDAY! They were wonderful, they told us to bring her right in. I sent my husband, because I didn't want my children getting upset if there was bad news.

They took her right away. Her temperature was 102 and she was so lathargic, just lying there. All but 4 lbs. No playfulness, no nothing. Eyes closed, helpless. The doctor then informed my husband that she has a severe case of pnemonia, and to prepare his family for she may not return home. She informed us that she would have to stay there and told us to call later that day to see how she was doing. Later that day, no change. The next day ( I called 3x) still no change.

The following day, we went to visit her. We had decided as a family to go there and see her every day, so she had something to fight for. It was so hard to see her. She was in so much pain. No one should have to endure this much pain when your just a baby. I wish it on no one! Her nose was encrusted with green mucus. She was coughing, using her whole body. She was just lying there, as if she were ready to be taken to puppy heaven. Hooked up to an IV and on triple antibiotics. It was heartbreaking. So difficult for my children. But we would sit with her for an hour or two every day, and talk to her, trying to give her hope. Trying to let her know we were waiting for her to get better. And her new loving home was waiting for her.

Finally, about four days later, there was a break-through. Her temperature had finally come down and she was eating a little better. Energy level was stating to come up. We were so relieved. However, she wasn't out of the woods yet. They kept her for a few more days. She was getting a little better each day that passed. Her treatment consisted of oral medication 3x a day, nebulization, fluid therpy, x-rays and force feeding. Eight days later we were able to bring her home. She was to be on the meds for the next 3-4 weeks. Now my first bill was $1807.70.

The Animal Hospital gave us a "Veterinary Certificate of Unfitness". They said the puppy must of had kennel cough prior to the pnemonia and that it had to been developing in her for at least TWO WEEKS. When approaching Shake-A-Paw with this information, we were told to bring the puppy back and we can pick out another puppy or if we decided not to get another one, they would credit me. We told them that we were under the impression that we paid for a new, healthy puppy with no ailments and we felt they should do something about it. Especially since their vet signed the puppy off as "Fit For Sale". I didn't want another puppy. I wanted this puppy. The one we all fell in love with. The one we picked out together. The one that obviously picked us as well. It's crazy how they think people can just exchange an animal like it was something you just picked up off the shelf!!!

We were then told by the Store Manager, Adam, that the owner, JEFFREY MORTON, would be in contact with us. Well, the Owner, JEFFREY MORTON, DID NOT contact us. My husband actually went down to the store to talk to him face to face, but he was not there. We had to hunt him down between his vacations, and business meetings and being at another store location. And finally once we did (approx. a little over a week later, while my puppy was in the hospital), was not a very friendly man. This is this guys business and he refused to try to justify the problem. He stated once again that he could exchange the puppy if we would like (Like I would want to go through this again with another sick animal!) or get a credit.

Now I paid a very sufficient amount for my puppy, you think he would try to compensate somehow because of my situation? Unless, this happens often. Needless to say, he stated that we signed a contract and the state warranty law says we are only entitled to twice the amount of the purchase price of the animal.

Meanwhile, at home, my puppy is showing signs of regression. She has been home for 2 days. She has taken a step backwards and is now sleeping alot and loss of appetite once again. I immediately took her back to the hospital. Pnemonia is not something I want to mess with. It is such a deadly sickness. Especially when the animal is so young and tiny. With no immune system to fight off anything. The doctors, who now have a soft spot for my puppy, were shocked to see her back. It's very unusual for an animal to goes backwards when she was showing so many positive signs. So, back to the nebulization, the IV, and the oral medications.

Once again, we went to see her EVERYDAY. Except one, which I then sent my parents to go see her! We had so many friends and family members calling everyday just to see how this little puppy was doing. They kept her for an additional 5 days. New bill $787.00.

I brough my puppy back to the hospital a week later to make sure all was going well. They took x-rays and gave me more antibiotics. My puppy was not to be around any other dogs for six weeks. When I brought her to the vet we needed to stay in the car until they called me in. The other dogs could be carrying germs that could make her sick. I sanitized my home and her environment to make sure it was germ-free. We were also instructed by the vet to to give her steam treatments at home that would act as a nebulizer until her lungs were clear.

So, two weeks at the vet, lots of meds, heartbreak throughout my family, vet bills that above and exceed my purchase of my puppy and I get nothing from the Owner, JEFFREY MORTON, in return. By the way, that follow-up appointment and the one after that $361.75.

We once again, have to track down, JEFFREY MORTON, Owner of Shake-A-Paw, to explain that my bills have exceeded the allotted amount of the warranty which is in the ballpark of $1800.00 and my bills are $2956.45. Now, once again, I went to the store thinking I was getting a healthy pup. I paid for a healthy puppy and DID NOT get a healthy puppy! That right there should be enough. My husband and him exchange some "not-so-nice" words and it being so angry left it alone for a couple days.

Well, JEFFREY MORTON, Owner of Shake-A-Paw, sent a letter apologizing for the conversation that had transpired and asked us to give him a call and we will come up with a reasonable resolution. That was the end of July 2008. So we called and he had offered us a store credit, but with stipulations! The credit would be somewhere in the ballpark of $700.00. We can get another puppy or use the credit for any merchandise he has in his store...however, we were not allowed to get merchandise and then return it for cash. He made sure we were very clear of that. Now, he's the Owner! I'm sorry but $700.00 in store credit is not going to pay my credit card bill! All those vet bills are on a card! I don't have $3000.00 just lying around. He wouldn't even credit my account for the purchase of the puppy!

After ANOTHER blowout on the phone, we exchange more words and went on out merry ways. No credit, no resolutions, no NOTHING!! THe only thing I DID recieve was a check from the warranty company for $1800.00. Now, I understand that it's better than nothing at all...but we have been through hell. And I thank God that my puppy is now (2 1/2 months later) doing so well. She is very playful and protective of our home and just loves the doctors at the vet hospital. She is friendly and amazing, and I feel that if we didn't walk into that store to take her home, they would of disposed of her. There is just NO WAY they would of put that kind of care into a puppy. We saved her! And even though you can't put a price on love, I feel that this guy, JEFFREY MORTON, Owner of Shake-A-Paw, should try to care just a little bit. We're good people, and we're animal lovers. And I cannot see how you can treat a living, breathing animal and us, the consumer, with little to NO RESPECT!

I did call JEFFREY MORTON, Owner of Shake-A-Paw today (10/01/2008), to try and resolve this situation once and for all, one last time, one final attempt. He told me "that my husband was very rude and as far as he's concerned we're done!" The offer of store credit is off the table. And there's nothing to resolve 4 months after I purchased the puppy. He was very rude to me! I said, "Thank you for your time." And left it at that. However, it hasn't been 4 months, its only been 2 1/2 months. And six weeks of that was us going back and forth trying to get some kind of resolution. Another DEAD END!

This is my story. It was extremely difficult for my family and I to watch this poor defensless creature go through so much pain. I appreciate you taking the time to read it. I know it was very long. When dealing with situations like this, you must have all the details. I pray that you never have to go through this, because it is very, very hard to deal with. And when you get no cooperation from the company, it gets to be very stressful. You feel that you go through all the correct steps, chain of command, etc. And still get nowhere. The puppies are supposedly checked by vets before release...well, if that were true, they would of heard the congestion in my puppy. They should monitor the puppies before releasing them to the public for sale. If they did that then how come mine wasn't even in the store for 24 hours? They make all kinds of promises and it does sound good at the time, but let me tell you....WATCH OUT FOR SHAKE-A-PAW!!!! They will pull one over on you!

Thank you for you time!!

Kimberly
Monmouth Junction, New Jersey
U.S.A.