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 PETCO in South Portland, ME. A few days after she got back, we noticed that her skin was flaking off over here entire body and smelled horrible.
We went back to PETCO and spoke to the man that had actually given her the bath and learned that they had a problem with a particular product that had actually caused dogs to get infected and shed really badly in the past. We were told to take the dog to the vet to get antibiotics and PETCO would take care of the vet bill. Another employee also told us that they have also 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 she was available and we were able to speak to her, she twice denied receiving any fax from the vet, despite us knowing that the vet sent the fax. When we finally made sure she received the fax, she said that they would not pay the vet bill. She then said that there has been no other reported incidents in the past and there has never been any issues with their products or with their bottles.
We have 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 would wait 7 - 10 days. And at the end of the 7 - 10 day waiting period, we would call back and were again promised a call back.
We finally received a call back from the district manager who simply said that they have "protocols" in place for cleaning the bottles. When I informed her that we have good evidence to show that those procedures weren't followed and 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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