Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/05/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought and picked up our puppy from A Goldens Love on April 15 2024. We paid a total of $3000 with a non refundable deposit of $250. The business had us sign a contract stating the puppy will have to be neutered within 1 year, no tattoos, dont treat the puppy poorly, if we have issues with raising the dog, we are to return it to the breeder along with other requirements. The breeder stated we would receive a copy of the contract of which we never have. I reached out multiple times to receive this contract to which there was no response. This contract also stated the breeder would take responsibility for the vet bills incurred within a certain time frame of us receiving the puppy. *** ***** *** **** **** ******* *** *** ** ** **** *** ** *** *** ** ***** ** **** ** *** *** ********* *** ** ******** ******** ** *** *****. After 2 days of vet visits, we were referred to an animal hospital where he stayed from April *****. At the emergency animal hospital we incurred a cost of $7338.51. We are seeking the breeder to pay for all of this cost according to the contract that we signed as well as our money back from the purchase of the puppy totalling $11,417.54.

  

  Business Response

  Date: 04/06/2024

  ******,

  Im so sorry to hear that your puppy fell ill. I was completely unaware of this until now.
  The last communication we had was you requesting a copy of the contract. At the time your contract was signed our family was dealing with a suicide (as you know). I was receiving alot of help and the contract was misplaced, this is why I emailed you a blank copy and explained that the contract could be signed again if needed. Were also in the middle of construction / building and have limited wifi and no data.My apologies, Its very frustrating not having texts go through, but at some point I would have thought you would call and leave me a voicemail with your concerns. This would have been addressed immediately.

  Im currently reviewing the documents and have many questions as to the date of pick up, vets bill dates and outcome of the illness. The contract states a 12 month health guarantee on genetics, not picked up viruses/ bacteria and vet bills if your puppy falls ill in your care. The contract specifically states that both breeder and buyer have their vets involved for best care / diagnosis, which you did not allow me to do. Youre requesting money back after the fact, and placing 100% blame on the breeder that handed you a very healthy puppy, so please allow me to properly review the documents further. I assure you, I would do anything to help. 
  

  I would love to resolve the matter, and quickly come to an understanding / agreement. My phone number hasnt changed if youd like to give me a call  

  kind regards 
  Bliss 

   

   

  Customer Answer

  Date: 24/06/2024

  We have received a version of the contract, however it is not the contract that I signed. I would like to keep this complaint open until I receive the original contract I signed with my signature on it. As it took A Goldens Love so long to send this new version of the contract, I fear it has been manipulated in their favour. I have attached an email from A Goldens Love stating that they trust the contract will be found and I will receive a copy of it. This is not the case thus far and Im very disappointed. 

  

  Business Response

  Date: 24/06/2024

  With respect, the information you provided in your response is incorrect. You visited your puppy weekly and picked up your puppy healthy. The puppy had just been seen by a vet prior to Pick Up and in the health booklet the vet confirms healthy puppy. Please refer to this health booklet and see for yourself. As this Health booklet is in your hands. It also states that you have 24 hours to see your vet if you feel that youve received an unhealthy puppy. Why would you pick your puppy up if you thought otherwise. The 12 month health guarantee is genetics And in that case if it were, the guarantee stands. Nowhere does it state that Vet bills are paid for. You took your puppy to the vet five days after puppy pick up and no point did You reach out to me with concerns. The contract is standard for every family and can be compared to any other contract, signed by other families in your litter. At this point, the contract was not obeyed, therefore it is very difficult to resolved through written communication. If the unjust complaint continues I will have no other choice but to connect with a legal party that can help resolve the matter appropriately. I hope that ******* has Recovered and doing well now. 
  

  kind regards, Bliss. 

  Customer Answer

  Date: 24/06/2024

   
  Complaint: 21684911
  
  I am rejecting this response because:
  
  I have still not received the original contract with my signature on it. I asked for this contract the same day of puppy pick up and continuously asked through text message to which I stopped getting any response. I am requesting the contract that I signed. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/07/2024

  ******,

  Im extremely sorry the contract you signed has been misplaced. This is unfortunate but not an issue as I am 100% honouring the contract.   

  As you know, at the time you signed the contract I was dealing with a suicide of a dear friend. We were also in the middle of construction and had many people around us helping. 
  You have been provided with a replica of the legal binding contract that all families have signed. Again, you can compare it to any other contract signed from your litter mates and other families over the years. Currently because we are in a position of not having a signed contract and the offer to sign another one that honours the original date has been declined by you, I am unable to help you. Note: within the contract, there is nothing that would deem me liable for your claim. Unfortunately, because I was completely unaware that he fell ill or needed a vet visit, I was not able to offer you support or give you the option to return the puppy.
  You receiving the original signed contract changes nothing, but I will 100% honour it when it comes to the genetic health guarantee. I stand by my promise. 
  

  If you change your mind and would like to sign the contract again please do so with the copy youve been provided. If you would like it compared to the other contracts, I will provide those as well.  
  

  Im happy to learn that everything is going well with Bourbon. 
  

  kind regards
  Bliss