Our dog had been sprayed by a skunk in September. It was a small spot on her chest, but as you can imagine, it smelled horrible. We brought her to the Petco in South Portland, ME. A few days after she got back, we noticed that her skin was flaking off over her entire body and smelled horrible.
We went back to Petco and spoke to the man who had actually given her the bath, and we learned that they had had a problem in the past with a particular product that caused dogs to get infected and shed very badly. We were told to take the dog to the vet to get antibiotics and that Petco would take care of the vet bill. Another employee also told us that they have had problems with fungus growing in the bottles they use.
We went to the vet, who confirmed an infection. When we brought the vet bill back to Petco, we had a difficult time reaching the manager, Theresa Martin. When we were finally able to speak to her, she twice denied receiving any fax from the vet, even though we knew the vet had sent it. When we finally made sure she received the fax, she said they would not pay the vet bill. She then said there had been no other reported incidents in the past and there had never been any issues with their products or bottles.
We tried several times to get this resolved with the local store, and eventually we called the toll-free customer service number. Several times, we were promised a call back, and each time we waited 7 to 10 days. At the end of the waiting period, we would call back and be promised a call back again.
We finally received a call from the district manager, who simply said they have "protocols" in place for cleaning the bottles. When I informed her that we have good evidence that those procedures were not followed and that we were made promises, she said she could not do anything about it and would have someone call me back. That was last week, and still no call.
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