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Chicago Reptile House sells sick Ball Python
- Thread starter A_Kendergirl
- Start date
evansnakes
New member
The one thing that I just do not understand is why this thread would get posted before you would just pick up your phone and say "I would like to talk to the owner/manager of your store. I am having a problem with an animal I purchased from you." Would you react the same way if you were unhappy with the food in a restaurant? Or the work the shop does on your car? I don't think you would. I think you would approach them at the time you had an issue with their product or service and tell them you were not satisfied. I am in no way attacking the poster of this thread but I think she is laying some of the blame for the problem on the store when some of the blame is hers for being too timid or unwilling to bring your concerns to their attention. How can they fix problems or help you with problems they do not know exist?
Brian admitted his short comings in the transactions and I think that puts buyer and seller back to square one. I believe if the two could have a conversation now about the incident there is no reason that this thread couldn't wrap up in a positive experience with a satisfied customer and a store owner coming out on the right side of things in the end.
Brian admitted his short comings in the transactions and I think that puts buyer and seller back to square one. I believe if the two could have a conversation now about the incident there is no reason that this thread couldn't wrap up in a positive experience with a satisfied customer and a store owner coming out on the right side of things in the end.
exoticballpytho
New member
I have to disagree with almost everything this customer has to say, I also have been in the store countless times over the past SIX years. I have seen 1000’s of happy customers throughout my visits to the store. I will also add that I have seen a “few” unhappy customers also. BUT the unhappy people I have seen did take their problem to one of the store owners Brian or Jeff and BOTH guys have took care of the problem immediately even if it was going to mean a refund. I really think you should have waited for Brian or Jeff that day and explained your situation to them. I would bet my last dollar you would have walked out of that store with a smile on your face. As far as the store being dirty, I feel they maintain a very neat and clean shop when you have that many animals in your care it is totally impossible to keep everything spotless. I also know for a fact that the employee’s don’t just stand around and do nothing if there isn’t any customers in the store they are always either feeding or cleaning the animals, The employers see to that. When I was reading this post I was trying to think if I ever smelled dirty rodents ( This is something when I walk into a reptile shop I do usually notice right away ) I don’t think I have ever smelled rodents and I know they sell A LOT of rodents of there also. Always back to my point I think if you would waited for a minute or two either Brian or Jeff would have returned to the counter and gladly helped you with your problem. The BOI is for people that cant RESOLVE a problem with the person or company they are trying to deal with and you now deserve what ever you get which from me would be nothing.
For anyone having second thoughts about the store my suggestion is to go there and see the store for yourself. It is by the far the BEST reptile store in the MIDWEST!
Keep you the good work guys I do appreciate your store in the area!
Bryan Kollwitz
219 743 3337
For anyone having second thoughts about the store my suggestion is to go there and see the store for yourself. It is by the far the BEST reptile store in the MIDWEST!
Keep you the good work guys I do appreciate your store in the area!
Bryan Kollwitz
219 743 3337
Gecko_Den
New member
While I think the original poster was out of line by starting this thread before even discussing the situation with Brian, I think the "too bad I'm not working it out with you now" stance is a bit over the top. My suggestion, welcomed or not, take this off line, Shanti contact Brian, TALK to him on the phone, work out a solution. Then come back and post when it is settled. I also think that afterwards, an apology is in order for jumping the gun and posting here prior to actually talking to Brian.
Chameleon Company
New member
The BOI is for problems ?
I can agree with that, or as you state it Bryan:
I can agree with that, or as you state it Bryan:
Casey Hulse
New member
I do not blame Brian for being upset.
liquidleaf
New member
I can't agree with
However, many people post experiences that they were somewhat unhappy about (nothing to "resolve", as in the cases where an animal was poorly packed and shipped but arrived OK despite that) and these comments, I think are welcome on the BOI just to give a person's experience, good and bad, about a vendor.
as a statement... The BOI is also for posting bad experiences. I'm not saying that this customer should not have made more attempts to contact the store before taking her story to the BOI - she definitely should have at least spoken to or emailed someone before resorting to the BOI.
However, many people post experiences that they were somewhat unhappy about (nothing to "resolve", as in the cases where an animal was poorly packed and shipped but arrived OK despite that) and these comments, I think are welcome on the BOI just to give a person's experience, good and bad, about a vendor.
Chameleon Company
New member
Ditto's Casey. And it certainly is not the only passage, to include the thread title, that would cause the fur to go up on one's back. I also think that we have examples in this thread where both parties reacted with some haste, and perhaps staked out positions a bit beyond their normal demeanor. As recommended by a few others, and I hope it is ongoing, a more effective exchange would occur out of the limelight, as the BOI brings a lot of posturing to the solution table. Many of us see grounds for an equitable solution, a solution that could be easily accomplished in PM's or emails, with the results brought here once done.
lds2
New member
I have been going to the Chicago Reptile House at least once a month for the last 5 years. I have never seen the store in any condition but good. I have never, and I mean never had a problem talking with anybody in the store. I have bought a couple normal females from Brian without any problems.
Brian is probably one of the most straight forward guys to deal with out there. If he wasn't, you would not have the support from other reputable breeders such as Casey and Brian Kollwitz. In this hobby/ profession reputation is all a person has and when you take shots at someone with having done little if anything to resolve the issue directly with the owner of the store it is not only unfair, but out of line.
Before damaging someone's reputation, you should attempt to resolve the problem. You didn't and you are wrong.
Larry D. Stassin
Brian is probably one of the most straight forward guys to deal with out there. If he wasn't, you would not have the support from other reputable breeders such as Casey and Brian Kollwitz. In this hobby/ profession reputation is all a person has and when you take shots at someone with having done little if anything to resolve the issue directly with the owner of the store it is not only unfair, but out of line.
Before damaging someone's reputation, you should attempt to resolve the problem. You didn't and you are wrong.
Larry D. Stassin
#1 If I took an animal back to a store and saw signs stating the following:
on the wall, I wouldn't bother talking to the employees about the animal at all. In essence, that's their TOS. Why would Shanti have expected to accomplish anything by addressing the obviously ill health of the animal with one of the employees?
#2 A "farmed import" and a "CB" are not one in the same, in my opinion. I would buy a captive-bred, I would not buy a farmed import.
Looking at it from Shanti's point of view (the best I can) I don't fault her for dealing with it the way she did. Her post just reports on her experience. Chicago Reptile House sold her a sick Ball Python.
A_Kendergirl said:
on the wall, I wouldn't bother talking to the employees about the animal at all. In essence, that's their TOS. Why would Shanti have expected to accomplish anything by addressing the obviously ill health of the animal with one of the employees?
#2 A "farmed import" and a "CB" are not one in the same, in my opinion. I would buy a captive-bred, I would not buy a farmed import.
Looking at it from Shanti's point of view (the best I can) I don't fault her for dealing with it the way she did. Her post just reports on her experience. Chicago Reptile House sold her a sick Ball Python.
Chameleon Company
New member
Larry, I have no doubt as to the accuracy and sincerity of you characterization...
... when speaking of Brian's store and his character. He did sell a mite infested snake, which also had a good parasite load, and may have been inadvertently misrepresented. He acknowledges all of that, and claims that things would have turned out better had he been aware of Shanti's problem prior to coming to the BOI. All testimonials seem to indicate that. I respect this opinion of yours:
But also have to judge Shanti's actions when, upon return to the store, she saw this:
Shanti could certainly have tried harder, and it is a legitimate discussion to disagree as to whether she should have done more, which is distinctly different than saying that she was obligated to do more. But she did not choose to put those signs there, and that Brian claims "we make exceptions to them all the time" doesn't exactly take them off the wall, or re-state them more accurately.
We are all customers every day, and none of us have one iota of obligation to assume that the signs that a vendor hangs in his or her store represent anything other than what their policies are. The average quality of the herps Brian sells may be head-and-shoulders above what any other reptile vendor in the Chicago area carries. And once a legitimate complaint makes its way to him, he may be the best at resolving it. But does anyone want to speculate as to how many other people have bought an ill reptile from Brian, had it require veterinary expense or die soon thereafter, and also believed the signs? IMO, Shanti is no more right or wrong than Brian's signs are. I would hope that when all this settles, both have learned something from the experience.
... when speaking of Brian's store and his character. He did sell a mite infested snake, which also had a good parasite load, and may have been inadvertently misrepresented. He acknowledges all of that, and claims that things would have turned out better had he been aware of Shanti's problem prior to coming to the BOI. All testimonials seem to indicate that. I respect this opinion of yours:
But also have to judge Shanti's actions when, upon return to the store, she saw this:
Shanti could certainly have tried harder, and it is a legitimate discussion to disagree as to whether she should have done more, which is distinctly different than saying that she was obligated to do more. But she did not choose to put those signs there, and that Brian claims "we make exceptions to them all the time" doesn't exactly take them off the wall, or re-state them more accurately.
We are all customers every day, and none of us have one iota of obligation to assume that the signs that a vendor hangs in his or her store represent anything other than what their policies are. The average quality of the herps Brian sells may be head-and-shoulders above what any other reptile vendor in the Chicago area carries. And once a legitimate complaint makes its way to him, he may be the best at resolving it. But does anyone want to speculate as to how many other people have bought an ill reptile from Brian, had it require veterinary expense or die soon thereafter, and also believed the signs? IMO, Shanti is no more right or wrong than Brian's signs are. I would hope that when all this settles, both have learned something from the experience.
Chameleon Company
New member
Hey Paul,
Was literally typing mine when yours went up, and was slowed by a customer phone call. For an instant, twin brothers from different mothers, eh! LOL
Was literally typing mine when yours went up, and was slowed by a customer phone call. For an instant, twin brothers from different mothers, eh! LOL
Hues1
New member
I've known Brian for quite some time and have never had a issue he wasnt willing to make right or deal with. I'm positive if approached with this matter prior to it being posted here on the BOI, Brian would've resolved and nipped it in the butt.
In my opinion Shanti did have the opportunity to examine the animal prior to purchasing it, the staff over at Chicago Reptile House wouldnt have known any better than she did. Mites are something that unless you're actually looking for or if the infestation is so overwhelming...you wont even notice they're there til its too late, my guess again is that the staff member helping her out probably didnt notice them either, the worms...could've been picked up from prey items...especially if the animal was eating live prey items, thats something that your just not going to know unless a fecal is done...I know quite a few people whom have had pinworms/tapeworms in reptiles they produced from eating crickets, rats, mice, rabbits..etc. from a bad source. If the animal looked good enough for Shanti to purchase, then I dont see how the guys over at Brians place would've known any differently.
Its not like ordering a guaranteed fat, healthy, perfect reptile site unseen over the internet only to receive a emaciated, limp, half dieing animal. This was scenario was different.
I dont think there is anyone here to blame, Shanti was a inexperienced first time snake buyer and Brian wasnt given the opportunity to take care of it.
In my opinion Shanti did have the opportunity to examine the animal prior to purchasing it, the staff over at Chicago Reptile House wouldnt have known any better than she did. Mites are something that unless you're actually looking for or if the infestation is so overwhelming...you wont even notice they're there til its too late, my guess again is that the staff member helping her out probably didnt notice them either, the worms...could've been picked up from prey items...especially if the animal was eating live prey items, thats something that your just not going to know unless a fecal is done...I know quite a few people whom have had pinworms/tapeworms in reptiles they produced from eating crickets, rats, mice, rabbits..etc. from a bad source. If the animal looked good enough for Shanti to purchase, then I dont see how the guys over at Brians place would've known any differently.
Its not like ordering a guaranteed fat, healthy, perfect reptile site unseen over the internet only to receive a emaciated, limp, half dieing animal. This was scenario was different.
I dont think there is anyone here to blame, Shanti was a inexperienced first time snake buyer and Brian wasnt given the opportunity to take care of it.
Chameleon Company
New member
Alex, again a valid testimonial as to Brian's character ..
And I also think an accurate evaluation of the blame, or lack thereof, involving the initial purchase. But here we go again:
So, with no one to blame, should Brian make it right? Brian surely stood in front of his signs thousands of times, probably wrote them, and maybe even hung them. Doesn't quite seem like he was inviting opportunities to take care of things !! He absolutely did not have the opportunity, you are right. But in the eyes of many, bears a large responsibility for not being afforded one.
And I also think an accurate evaluation of the blame, or lack thereof, involving the initial purchase. But here we go again:
So, with no one to blame, should Brian make it right? Brian surely stood in front of his signs thousands of times, probably wrote them, and maybe even hung them. Doesn't quite seem like he was inviting opportunities to take care of things !! He absolutely did not have the opportunity, you are right. But in the eyes of many, bears a large responsibility for not being afforded one.
Junkyard
Generally Running Circles
Either way, I would not label Brian or Shanti a bad guy here. If there is no communication tried before this posted on the BOI, than there really is no room to complain. As we have read, Brian is standing behind his policy for obvious reasons we all can understand, he has customers that will stand up for him. He has accepted the responsibility of the mites, does not see a difference between farm hatched and captive born. I know that many pet stores believe the same so they can carry a "CB" sign, I have spoken to a person with the same thought and they did not budge. If it is in a room when hatched than it is captive born and not captive hatched(that would be a baby caught right after it was born in the wild)
No one here wants to be represented as a bad guy when there was no chance to be a good guy. Shanti clearly stated she does not want to return the snake, this thread is really done. Let us all learn a lesson and move on.
No one here wants to be represented as a bad guy when there was no chance to be a good guy. Shanti clearly stated she does not want to return the snake, this thread is really done. Let us all learn a lesson and move on.
Chameleon Company
New member
Its Friday night, and like many, I have places to go and people to see ..
But more than most, this thread has caught my fancy. Whether it be the David vs. Goliath aspect of it, the dynamics of a walk-in store vs. a simple internet transaction, the obvious differences in literal points of view, etc. Many testimonials from those who know Brian as to how he would have reacted given the chance prior to the BOI, etc. BTW, let me make it clear that I am not doubting his hypothetical response. I am however, looking real hard at his current stated response, which does not lend itself to the hypothetical conclusions so stated, IMO.
To all those who have put forward their support for Brian's hypothetical would'a could'a should'a response, and Brian too, I would like to see one of you make a reasonable argument contrary to this conclusion by me, which has its inherent assumptions, of course:
THE SIGN SAYS:"No Returns. No Refunds. Choose your animal carefully".
(If the wording is materially different, then please post it somebody)
So, Shanti follows the store owner's policy, and realizes that she is stuck, because the store owner's sign says she's stuck. So now she comes to the BOI, having followed the store's policy that she has no claim there. And now, because she came here, Brian says in post #11:
But more than most, this thread has caught my fancy. Whether it be the David vs. Goliath aspect of it, the dynamics of a walk-in store vs. a simple internet transaction, the obvious differences in literal points of view, etc. Many testimonials from those who know Brian as to how he would have reacted given the chance prior to the BOI, etc. BTW, let me make it clear that I am not doubting his hypothetical response. I am however, looking real hard at his current stated response, which does not lend itself to the hypothetical conclusions so stated, IMO.
To all those who have put forward their support for Brian's hypothetical would'a could'a should'a response, and Brian too, I would like to see one of you make a reasonable argument contrary to this conclusion by me, which has its inherent assumptions, of course:
THE SIGN SAYS:"No Returns. No Refunds. Choose your animal carefully".
(If the wording is materially different, then please post it somebody)
So, Shanti follows the store owner's policy, and realizes that she is stuck, because the store owner's sign says she's stuck. So now she comes to the BOI, having followed the store's policy that she has no claim there. And now, because she came here, Brian says in post #11:
I'm sorry, but I would kindly ask you to save your breath about what might have happened if Brian had been in the store when Shanti returned, said "May I help you" etc. Or if Shanti had said "Oh yeah! Screw your policy. Where's a damn manager !! I ain't leaving here until I talk to one", or all the other scenarios that may have gotten Shanti talking with a responsible individual. It didn't happen, because Brian's sign said to forget it !! Well, I have things to do.
Casey Hulse
New member
Let's not forget she could have opted for credit, even if she did not want an animal, she could have gotten dry goods or feeders.
Chameleon Company
New member
Casey, while that may have been an option, the exact (as so far listed) wording was "no refunds ... choose your animal wisely". But when there's 2-3 signs, I would say that the credit option for live animal returns or refunds was not at all clearly stated. She also did not give them her original money for a later 'dry goods or feeder" option should she not get what thought she purchased. What she got was an ill snake, and a sign that said "Go Away" (my paraphrasing). So she came here, and posted what seems to be her 100% factual experience.
A_Kendergirl
AKA Grinning Geckos
First, I had a brain-fart this morning. I meant to say "Webslave" not webmaster. Sorry about that, but it looks like someone filled you in.
I do admit that I could have, and should have tried harder to contact someone. I most likely would have, if I hadn't seen those signs. After seeing them, I figured I'd be wasting my breath. It was not all that busy when I came in, yet I was walked past several times despite standing right next to the counter for several minutes. I was not looking to make a scene there, and apparently I needed to get to anyone to stop. Call me chicken shit. It took enough nerves to go to the store in the first place....but that was before I found out about the worms. Had I know about the worms when I came in, I would have waited all day if need be.
Yesterday, after I had gotten the call about the worms, I really had reached my limit and reacted on impulse. If the worms hadn't been there, this post wouldn't be here. This was suppose to be a reasonably healthy BP for me to get my feet wet with, not one to have a trial by fire. I would not have bought him if I knew he was imported/farm raised for that exact reason. I was looking for a smooth start. That's why my very first question was "Are they imported?" His answer was "captive bred" NOT "captive hatched" and NOT "farm raised".
The condition of the store did heavily influence my decision to buy. It was MUCH cleaner with much better looking animals than it was the last time I went in. Trust me, as a leo lover, seeing a tank full of emaciated and turnip-tailed (as in defect, not dropped tail) leos is something that really sticks with you. Perhaps things were too busy with expanding the fish side of the store, along with the Tinley show being around that time. All I know is in mid-September the reptile side was is BAD shape when it came to animal condition (and yes, it did smell). I'm glad it's much better now than it was before. I was really upset that the one place that was suppose to be the experts had animals in such shape. A person in a store can't tell if you bought them that way (and why would you want to?) or if they got that way after they came to the store. And yes, nipped tails aren't a health concern, but they certainly aren't ideal and can indicate husbandry problems (if not the store, then the breeder). If the animals I saw in September were emaciated due to a neglectful owner turning them over to you, then you really should have a sign stating it's in rehabilitation.
Even if I am somehow responsible for the RI, that leaves mites and two types of internal parasites. I do not think I caused the RI (and neither does the vet for that matter), but I can certainly see where there is room for argument. I am sure I didn't help anything by having a night drop, but I had not read ANYWHERE that you shouldn't do it for babies and that it was for breeders only. That is my fault for using older info and apparently not reading enough other care sheets (which I had read MANY). It's part of the learning curve that comes with caring for a new animal. Had I known the night drop was neither needed nor recommended, I doubt the RI would have become as severe, but it would have still been there. When I said he was warm, I mean he was at least 95 degrees (judging by how he feels with the current set up) if not warmer. Seeing as that's a bit high by many people's standards, I felt it was worth of mention.
The BOI is here to report a bad experience...and that is what I've had. I'm not trying to destroy the store, or any such nonsense. I got a sick BP, and that is what I have said. I posted it because if my BP is having this many problems, how many others have been sold that are also sick? How many people would have a FIT if you shipped them a BP with mites and parasites? As for the results so far, I am getting exactly what I expected from the beginning - nothing other than the chance to warn others. You putting your foot down to say I won't get anything when I stated I wasn't looking or expecting anything is pointless. Would I LIKE the vet bills to be paid, sure, who wouldn't. Do I expect it (after seeing the signs), not in the slightest.
It really comes down to those signs. Had they not been there, I would have actually had some hope as to some form of resolution. Perhaps being a bit more specific as to what you don't cover (neglect, etc) would be better way to state your TOS, rather than "No refund, no returns".
I am also posting this on the BOI. I am open to hearing anything you might have to say. If some of the wording is a little odd, it's because some things were written in responce to other members on the forum.
-Shanti
An added responce...if the worms came from the feeders, then they still came from the store. The one meal he ate with me was a mouse that came from there.
I do admit that I could have, and should have tried harder to contact someone. I most likely would have, if I hadn't seen those signs. After seeing them, I figured I'd be wasting my breath. It was not all that busy when I came in, yet I was walked past several times despite standing right next to the counter for several minutes. I was not looking to make a scene there, and apparently I needed to get to anyone to stop. Call me chicken shit. It took enough nerves to go to the store in the first place....but that was before I found out about the worms. Had I know about the worms when I came in, I would have waited all day if need be.
Yesterday, after I had gotten the call about the worms, I really had reached my limit and reacted on impulse. If the worms hadn't been there, this post wouldn't be here. This was suppose to be a reasonably healthy BP for me to get my feet wet with, not one to have a trial by fire. I would not have bought him if I knew he was imported/farm raised for that exact reason. I was looking for a smooth start. That's why my very first question was "Are they imported?" His answer was "captive bred" NOT "captive hatched" and NOT "farm raised".
The condition of the store did heavily influence my decision to buy. It was MUCH cleaner with much better looking animals than it was the last time I went in. Trust me, as a leo lover, seeing a tank full of emaciated and turnip-tailed (as in defect, not dropped tail) leos is something that really sticks with you. Perhaps things were too busy with expanding the fish side of the store, along with the Tinley show being around that time. All I know is in mid-September the reptile side was is BAD shape when it came to animal condition (and yes, it did smell). I'm glad it's much better now than it was before. I was really upset that the one place that was suppose to be the experts had animals in such shape. A person in a store can't tell if you bought them that way (and why would you want to?) or if they got that way after they came to the store. And yes, nipped tails aren't a health concern, but they certainly aren't ideal and can indicate husbandry problems (if not the store, then the breeder). If the animals I saw in September were emaciated due to a neglectful owner turning them over to you, then you really should have a sign stating it's in rehabilitation.
Even if I am somehow responsible for the RI, that leaves mites and two types of internal parasites. I do not think I caused the RI (and neither does the vet for that matter), but I can certainly see where there is room for argument. I am sure I didn't help anything by having a night drop, but I had not read ANYWHERE that you shouldn't do it for babies and that it was for breeders only. That is my fault for using older info and apparently not reading enough other care sheets (which I had read MANY). It's part of the learning curve that comes with caring for a new animal. Had I known the night drop was neither needed nor recommended, I doubt the RI would have become as severe, but it would have still been there. When I said he was warm, I mean he was at least 95 degrees (judging by how he feels with the current set up) if not warmer. Seeing as that's a bit high by many people's standards, I felt it was worth of mention.
The BOI is here to report a bad experience...and that is what I've had. I'm not trying to destroy the store, or any such nonsense. I got a sick BP, and that is what I have said. I posted it because if my BP is having this many problems, how many others have been sold that are also sick? How many people would have a FIT if you shipped them a BP with mites and parasites? As for the results so far, I am getting exactly what I expected from the beginning - nothing other than the chance to warn others. You putting your foot down to say I won't get anything when I stated I wasn't looking or expecting anything is pointless. Would I LIKE the vet bills to be paid, sure, who wouldn't. Do I expect it (after seeing the signs), not in the slightest.
It really comes down to those signs. Had they not been there, I would have actually had some hope as to some form of resolution. Perhaps being a bit more specific as to what you don't cover (neglect, etc) would be better way to state your TOS, rather than "No refund, no returns".
I am also posting this on the BOI. I am open to hearing anything you might have to say. If some of the wording is a little odd, it's because some things were written in responce to other members on the forum.
-Shanti
An added responce...if the worms came from the feeders, then they still came from the store. The one meal he ate with me was a mouse that came from there.
Hues1
New member
Hey Jim,
Like I said previously the reason why I believe no one is at fault is because Brian didnt have prior knowledge til this thread and Shanti was just a inexperienced first time buyer.....but in no way do I believe she was taken advantage of.
Lets say that Shanti didnt bring this problem to Brian because of those signs posted in his store and felt that she would get no resolve because of those signs, how many of us would approve a vet visit and re-imburse the vet bills if we didnt even know there was a problem to begin with? she didnt go back to the store until after she had already taken the animal to the vet twice. My guess is she wasnt planning to get a refund, replacement, or store credit anyway.
I believe most people in the "business" of reptiles, require their customers to notify them of any problems prior to a refund, replacement, authorization of a vet visit or any kind of intervention.
Like I said previously the reason why I believe no one is at fault is because Brian didnt have prior knowledge til this thread and Shanti was just a inexperienced first time buyer.....but in no way do I believe she was taken advantage of.
Lets say that Shanti didnt bring this problem to Brian because of those signs posted in his store and felt that she would get no resolve because of those signs, how many of us would approve a vet visit and re-imburse the vet bills if we didnt even know there was a problem to begin with? she didnt go back to the store until after she had already taken the animal to the vet twice. My guess is she wasnt planning to get a refund, replacement, or store credit anyway.
I believe most people in the "business" of reptiles, require their customers to notify them of any problems prior to a refund, replacement, authorization of a vet visit or any kind of intervention.