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Business Profile

General Merchandise

Family Pet & Aquarium of Nashua, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:01/29/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On January 4,2024 I had purchased A yorkie Terrier puppy at Family Pet & Aquarium
    379 Amherst St,
    Nashua, NH. 03062
    When the puppy came home we noticed he was not in good health conditon.
    I brought him to emergency vet appt. on 1/10/2024
    The vet diagnosed him with upper respiratory infection and ear infection so, my puppy was prescribed antibiotics. He seemed to be feeling a little better but, he never could sleep peacefully when we had gotten him always, pacing, jerking and walking around like he was uncomfortable with something. I took him to a vet appt. for the secound time on 1/18/2024 and he got checked. received his caniine Distemper(DA2PP} PUPPY 2 and Rabies, canine 1 year.
    On 1/26/2024 I rushed him to the vet as soon as they opened and he was not responsive, baily breathing only with a raspy breathing and had a very high fever. The vet took a x-ray and he was diagnosed with pneumonia. He was euthanasiaed because he was that bad off.
    Needless to say we tried to save our puppy because we fell in love with him just in that short time,
    I feel Family Pet & Aquarium should refund our money for him even if there is a policy they were not sympathetic with the situation and I spoke to Heidi the manager on three occasions.
    on 1/26/2024@10:00, 1/26/2024@12:35 and the last conversation was1/26/20 24@3:40 Heidi stated we can't refund you anything!!!

    Business Response

    Date: 02/08/2024

    Ms. ******* did not get  a refund for her puppy ,
    Ms. ******* did not inform us of any issues or concerns with her puppy within the 14 day NH state law ARG. 1704.07
    ( docu can be provided)
    Ms. ******* called the petshop 22 days after her purchase saying she had euthanized this puppy that morning of 1/26 and for reasons it was sick since the day she purchased this puppy.  Ms. ******* did provide us with some vet receipts saying her puppy on 1/10 needed clavamox. 
    On my conversation with Ms. ******* I asked about her vet receipt on 1/18 when the puppy received 2 vaccines at the same time a distemper , and rabies.  Also we noticed her puppies date of birth is 10-22-23 and was not 3 months old at the time of receiving this rabies vaccine as per NH REV STATE 436:100 ,  this puppy did not need to get a rabies vaccine at this time .
    I stated this is a poisoning combo for a said sick puppy on medication whom is a toy breed only weighing in at 2.2lb when it left the petshop.  Ms. ******* responded her puppy was fine at that time on 1/18. 
    Ms. ******* didn't know what was wrong with her puppy on the morning of 1/26 when she euthanized him because all she said he was wrestles nights prior, and she did not provide us with any info on this puppies condition prior to euthanasia.  We believe Ms. ******* didn't recognize the symptoms of this puppy having an allergic reaction to receiving 2 vaccines at the same time,  

    Ms. ******* on her purchase received a folder of vet records and state warrantees and our store warrantee/ policies, one page specific to vaccines given, a warning not to do those two vaccines at the same time, ( with a verbal statement it could make a small puppy sick)  also many pages stating  within our 14 day warrantee to please call us with any concerns, our supervising veterinarian info is also provided.  Every page is signed /initialed by Ms. ******* stating she understands all of these documents we provided.

    On my conversations with Ms. ******* i apologized multiple times and we are sympathetic to her loss, but she didn't follow our warranty instructions and therefore we are unable to offer a refund 

     

Family Pet & Aquarium of Nashua, Inc. is NOT a BBB Accredited Business.

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