Customers turned to Service Dogs by Warren Retrievers for a potentially lifesaving tool: highly trained dogs that would alert them, with the nudge of a nose or paw, to spikes or dips in blood sugar. What they got, the US state of Virginia alleged on Tuesday, were "little more than incredibly expensive pets."
A lawsuit, filed by Attorney General Mark R. Herring in the Madison County Circuit Court, accuses the company of violating the state's Consumer Protection Act by charging US$18,000 to US$27,000 (NZ$25,000 - NZ$38,000) for three-month-old Labrador retriever puppies that were unable to perform their task or even to walk properly on leashes, respond when called, or remain calm around loud noises or new people. Customers were told that they would receive ample "scent training" support; instead, their requests for assistance were regularly ignored, the suit says.
"This suit alleges not just dishonest and unlawful business practices, but a recklessness that could have endangered the lives of customers who relied on the claims made by Service Dogs and its owner," Herring said in a statement. "Our investigation shows that, in many instances, Service Dogs was simply selling a $25,000 pet, leaving customers with a huge bill and no protection against a potentially life-threatening blood-sugar situation."
The lawsuit followed a lengthy investigation based on complaints from more than 50 customers, Herring's office said. Beyond deceiving customers about the company's dogs, the suit alleges, owner Charles D. Warren Jr. illegally encouraged them to solicit charitable donations. He also lied about having served in the military, according to the suit, which seeks restitution for customers as well as civil penalties and attorneys' fees.
On behalf of the company, attorney John B. Russell Jr. said via email Tuesday afternoon that it denied the allegations "and we absolutely deny that we have ever set out to mislead, cheat or defraud our many happy clients." Russell said Service Dogs by Warren Retrievers had been working with the attorney general's office to address the concerns raised and, "in many areas, we had already changed our procedures long before their investigation began."