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Pet Store Complaint
PAWS suggests the following steps in order to resolve complaints with a pet store. For example, if you purchased an animal who has ongoing health or behavior problems, or there is suspected abuse or neglect of the animals in the store.
- File a complaint in writing to the pet store, and if possible back it up with photographs. Follow the next steps to determine if the complaint will need to move to another level involving the authorities.
- When writing a complaint letter, it should include as many details as possible, and the response received from the staff on duty when you expressed your concerns. Remember that if you attempt to negotiate before the concerns are documented, you may lose your chance to document the abuse because the wounds may have healed or the establishment may have cleaned up their act in response to a verbal complaint. Get it in writing for future as well as immediate use.
- Once the complaint is given in writing to the store, attempt to resolve the issue with the pet store. Or work with the person who owns the facility. You can speak to the store manager or to the store owner or both.
- If you purchased an animal, what are the store's return policies? Can you return the animal? You realize what may happen to the animal if he/she is returned ~ he/she may be euthanized or sold to someone else, who will end up dealing with these problems. Typically, we encourage you to seek monetary compensation rather than returning the animal. The compensation can be based on the vet bills, trainer fees, the purchase price or all expenses incurred.
- If you have contacted the storeowner, what were the results? If you are unsatisfied with the results, do you wish to file a complaint with the authorities? If yes, see steps below.
- The type of complaint will determine whom you should file it with. The Attorney General's Office can handle complaints on services not performed, charges for services not received, etc. The Better Business Bureau (BBB) should be informed on most types of complaints, as they can act as an intermediary to correct the problem. For questions on business licensing issues, contact the Business Licensing Department for the County/City. In cases of suspected cruelty, contact your local animal control office. Refer to our Report Animal Cruelty page to find your local animal control numbers in the Puget Sound region.
- Submit the original complaint letter and provide another document telling of the problems occurring with the animals. In the complaint, be sure to document the incident or problems seen with complete details (e.g. dragging puppies by your collars, handling kittens roughly, kennels not cleaned, inadequate water supply, etc.) Make notations on what their overall establishment is like. Note if the facilities are in poor condition. If the facility or equipment appears in disrepair, add that to the complaint. Poor living conditions can contribute to poor health and medical problems. If possible, document with photographs.
- Send a copy of the complaint(s) to the property manager/landlord that the business leases the property or building from.
- The BBB will contact the pet store in an attempt to resolve the dispute and notify you usually within 25 days. The BBB does not have enforcement capabilities, so the pet store may not respond to the dispute. If this happens, the BBB will notify you with your next options. The BBB may choose not to file the information as a formal complaint, but will add this to your confidential file on the business.
- Remember that the Licensing Department often has the most power to act. And, the more complaints they receive, the more likely they are to act and investigate the store and its practices.
Contacts to make complaints:
The State of Washington requires that all businesses operating in the state obtain a State of Washington license. To inquire if a business is licensed by the State, call the State Department of Revenue at 1.800.647.7706.
King County business licenses complaints
Snohomish County business licenses 425.388.3627
City of Seattle business licenses 206.684.8484
Washington State Attorney General's office 1.800.551.4636
Better Business Bureau (Alaska, Oregon and Western Washington)
P.O. Box 1000
DuPont, WA 98327
206.431.2222
Fax: 206.431.2200
info@thebbb.org
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