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:13/08/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I am a Disabled senior. It took me over 2 years to save enough money to buy a service dog. I purchased an 8 week old European German Shepherd puppy from ***********************/ Frazerglen Kennel.I had the choice of 2 puppies. One was large and robust, one was the runt of the litter, about two thirds of the size of all the other puppies. I refused the runt.The puppy I am in possession of is the runt of the litter. On May 9 2024, I contacted ****** to express my concerns. I have many emails and letters to prove my claims.I did not pay $2,400.00 for a small little pet.She is useless to me as a service dog. I had talked at length with ****** about my needs as a disabled person. She knew without a doubt that I would not take the runt.****** switched puppies in order to get rid of the runt.There is no other explanation. I have contacted ProBono Ontario and they provided some assistance. They also suggested that I contact you.

  Business Response

  Date: 21/08/2024

  Good afternoon

  In response to the complaint I am providing you with my comments and evidence to dispute the claim that the complainent did not receive the puppy that she paid for.  It is our practice to identify the puppies in a litter by placing different coloured collars on them shortly after birth.  They are then referred to by the colour of their collar ie Miss ***, Mr. **** etc.  The litter that the complainent had placed a deposit of $300.00 was born on April 30, 2023  the complainent requested a female puppy either sable or solid black in colour.  The complainent came to the property to see the puppies and indicated at that time that they liked the female puppy identified as Miss ******.  I advised the complainent that there was someone ahead of them on the reservation list and that once they had selected their puppy I would let them know if Miss ****** was available.  The other client lived out of province and was leaving the selection process to me based on her needs and living situation.  There were two available puppies, *************** and Miss Purple.  *************** was the smaller of the two and had a quieter personality at that time which was characteristics desirable to the out of province client,  both puppies were solid black, healthy and within the normal range in size and weight for their age.  I made the decision that *************** was the better choice for the out of province client and advised the complainent that Miss ****** was available to her.  On June 27, 2023 the puppies were taken by myself to our veterinarian to have their first vaccinations, a health check up and have a microchip implanted to permanently identify the puppy for registration purposes with the ********************.  The veterinarian then provided written verification by identified collar colour of the microchip numbers, health statistics including *** and weight.  I have attached this electronic print out by the veterinary clinic which clearly indicates that Miss ****** was identfied by MC #***************  It also indicates that at the time of implant she weighed ***** lbs which was the second highest weight of the five female puppies in the litter.

  The complainant attended the property the following day, June 28th and took possession of Miss ****** as identified by her implanted microchip.  A *******'s Agreement was reviewed and signed by the complainent and a copy was provided to the complainent together with vet records.  The puppy was subsequently registered with the ******************** and the registration certificate was mailed to the complainent on August 1st, 2023.

  Over the next number of months I received emails and pictures of the puppy in various stages of her development.  The complainent repeatedly described her as "perfect", "smart and easy to train", "loving her so much" and "perfect for me"   This continued right up until  when I received a picture of the dog, stating it was her one year birthday and she was "perfect" I responded to say how good she looked and my happiness that she was happy with her.  The very next day I was inundated with emails from the complainent accusing me of fraudulently selling her the wrong puppy.  I attempted to rationalize with her however the complainent became more and more aggressive and accusatory causing me to stop all communication.  I did ask the complainent to verify her dog's MC # which they did and  it was a match to all of my records and the veterinary records.

  The complainent was sold the puppy  identified as Miss ******, she expressed satisfaction numerous times over a ten month period.  If the complainent is now unhappy with the dog she is of course at liberty to sell the dog and transfer the ownership.   Fraserglen Kennels acted in faith in all dealings with the complainent.