Complaints

This profile includes complaints for PuppySpot Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PuppySpot Group, LLC

  300 SW 1st Ave Ste 155 Fort Lauderdale, FL 33301-1847

  
• 

  PuppySpot Group, LLC

  9724 Washington Blvd Culver City, CA 90232

• 

  PuppySpot Group, LLC

  PO Box 239 Nutley, NJ 07110-0239

• 

  PuppySpot

  Chicago, IL 60601

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:02/26/2025

  Type:Sales and Advertising 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.

  I purchased a puppy from this business on December 1, 2024. I took delivery of the puppy on January 2, 2025. The puppy was supposed to arrive with paperwork, which was not present. I have contacted the merchant many times with no resolution. Specifically, I am in need of a red and blue form to register my puppy with the ******************** (***). This was a part of the purchase price. I would like my puppy to participate in *** sanctioned events and this cannot occur unless my puppy is registered, which was part of the purchase agreement.

  

  Business Response

  Date: 03/03/2025

  We appreciate you reaching out and understand how important this is to you. We are actively working with the breeder and *** to get this resolved as quickly as possible. Your puppys registration is important to us, and we are committed to ensuring you receive the necessary paperwork.
  Our team will continue to keep you updated on the progress, and we appreciate your patience while we work to finalize this for you. Please feel free to reach out if you have any further questions in the meantime.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22992961
  
  I am rejecting this response because:  No current resolution.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 03/11/2025

  We appreciate your patience as we worked to resolve this issue. We have spoken with the breeder, and new registration paperwork has been sent out. It should arrive either tomorrow or the following day. If you do not receive it within that timeframe, please let us know, and we will be happy to assist further. Thank you for bringing this to our attention, and we appreciate the opportunity to make it right.

  Customer Answer

  Date: 03/29/2025

  This dispute has been resolved.

  Thank you very much.

• Initial Complaint

  Date:02/16/2025

  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.

  My wife **** and I purchased our Cavpoo **** from ***** and ***** *******. The purchase was brokered by a company called Puppy Spot ******** The purchase price was $2,536.00 plus delivery of $495.00 totaling $3,075.94. The Vet who signed his paperwork is *************** DVM who has had her Veterinarian license suspended in *********, ****, ************ and ******. as was noted by the newspaper article relative to ********* puppy mill case. **** arrived to us on October 10, 2024 via Premier Pet Transport. He was checked negative for ***** Flotation on 10/4/24 by ************** and he was positive for Giardia on 10/12/24 by our family Vet. He is also showing signs of cleft palate issues. I am a retired Police Captain and my wife is a retired Pediatric Cardiac Nurse, we love our little **** but strongly feel that his medical conditions were preexisting and not disclosed to us. Dr. ****** in concert with what I now believe to be a puppy mill operation are complicit in the abuse and sale of ********** is now February 16, 2025 and our pup **** is still testing positive for Giardia we have spent $1,241.11 on treating his condition. His palate issue still exists causing him to choke and have the water he has just consumed to come out his nose. **** has experienced bouts of diarrhea that primarily have happened in our home causing us to throw away carpets and many a sleepless night dealing with his Giardia. We recently had to cancel a trip to ***** due to **** still testing positive for Giardia as no boarding establishment could board him with a positive Giardia Test. I spoke directly with Puppy Spot (******) and the Broker (******) on several occasions relative to ****'s condition. I did advise them about ************** and my concerns over her suspensions and her signing the documents that he was negative for Giardia. I am requesting a full refund as the remedy. Supporting documents are available upon request.

  

  Business Response

  Date: 03/07/2025

  We appreciate you taking the time to share your experience, and we are truly sorry for the challenges you've faced with ***** health. We understand how difficult and frustrating this must be for you and your family.
  We want to assure you that we take these matters very seriously. We have reviewed the vet bills submitted so far and are prepared to reimburse $549.66 under the terms of our health commitment. If you have additional medical documentation, please send it over, and we will review it for further reimbursement consideration.
  Regarding your concerns about *************** we are actively looking into this matter with the breeder to ensure all necessary health standards are met. Please know that we are committed to doing what we can to assist you and Luka.
  If you have any further questions or documentation to submit, please reach out, and we will continue working with you to find the best resolution.

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 22949084
  
  I am rejecting this response because:I apologize for the delay in getting back to you/BBB, I appreciate the offer from Puppy Spot however we just brought our puppy **** back to the vet last week and he is still testing positive for Giardia. The larger question is that it is my contention that the breeders in this case are conducting a puppy mill format and they are complicit with a ****************** who as stated in my initial complaint a Veterinarian who has had her license to practice suspended multiple times.  Puppy Spot in their response has stated to me that will continue to do business with ************** to me this is unacceptable. ************** signed off on **** being free from ******* which is not the case given that he was positive two days after we received him. Note: ************** has had non medically trained staff performing medical surgeries etc... on animals under her care. Puppy Spot has stated that the breeder's premises and ************** have been vetted via their company; I have conducted multiple background and internal affairs investigations over my career and find it negligent that such vetting would have revealed **************'s background and her multiple suspensions.  I cannot understand why Puppy Spot would continue to have a relationship with ************** given her history other than she is conducting care to the breeders that is solely based on profit for her and Puppy Spot. I am refusing to accept the offer from Puppy Spot as **** is still testing positive for Giardia and the concerns over their continued relationship with ************** and the breeders. 
  
  
  Sincerely,
  
  ******* M *******

  

  Business Response

  Date: 03/28/2025

  Thank you again for taking the time to speak with us directly and for your ongoing care and concern for ***** As discussed, we will be issuing a $2,536 refund to cover the medical expenses youve incurred related to ***** condition. We truly hope this helps support his continued treatment and recovery, and we sincerely wish him the very best in health moving forward.

  We also want to acknowledge your concerns regarding the veterinarian associated with your puppys breeder. Please know we are actively addressing this matter with the breeder to ensure all veterinary partnerships meet our health and safety standards. Your feedback is taken seriously, and we are committed to maintaining responsible practices across our network.

  Thank you again for your continued communication and for providing a loving home to ***** If theres anything else we can do to assist, were here to help.

• Initial Complaint

  Date:01/25/2025

  Type:Service or Repair 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.

  We ordered a pomeranian puppy on 12/23 for our kids for christmas. We were told he would be delivered mid january, as he needed to be cleared by a vet first. We received a call on 1/10, letting us know ***** had a level 1 heart murmur. We were assured this is VERY normal, and he would grow out of it. **** V also assured us that anything above a level 1 might require second thoughts. We spoke to our vet and he also assured us level 1 is normal. We said based on the murmur level 1, we would accept him. Fast forward to the evening of january 16. We picked him up, and he was so cute but immediately knew he was not energetic like pomeranians usually are. His heart was also obviously pounding hard to us. We were able to get him into our vet, the quickest on 1/21, 5 days later. The vet said he definitely had at least a level 3 murmur, possibly a 4. Because of the emergency xray he suggested indicated a congenital deformity in his heart. We now have to see a cardiac specialist to find out just how bad this is. Not only did this put immense strain on us, it cost almost $500 out of pocket for the emergency xray.We would have never taken possession of him had we not been assured by PuppySpot that it was higher than a level 1 heart murmur. We also did not anticipate for him to need to go to a heart specialist a week after delivery. This is shocking and so sad to see our children process. This has been such a stressful time for our family. We do not know how ***** will do moving forward.We are requesting a full refund. Please reverse the full charge of ******** as we did not receive a healthy dog. They do not know how long he will be able to live. The breeder should also be liable for this enormous mishap.

  Customer Answer

  Date: 01/27/2025

  This business keeps falsely attempting to connect with me via email and i have called them back twice, as well as email. Please just refund me, this is a very sad attempt at making it look like you are being responsive. The truth is I have not had a call or email back about this issue. 

  Customer Answer

  Date: 01/27/2025

  This business keeps falsely attempting to connect with me via email and i have called them back twice, as well as email. Please just refund me, this is a very sad attempt at making it look like you are being responsive. The truth is I have not had a call or email back about this issue. 

  Customer Answer

  Date: 01/27/2025

  This business keeps falsely attempting to connect with me via email and i have called them back twice, as well as email. Please just refund me, this is a very sad attempt at making it look like you are being responsive. The truth is I have not had a call or email back about this issue. 

  Customer Answer

  Date: 01/31/2025

  A recorded phone call with PuppySpot indicated yesterday that I need a second opinion which is INSANE given that I have already paid $3820 for this severely sick dog. He is scheduled 2/7 with a heart specialist to see about how long he will live. 

  We can not afford these visits for a puppy that has a HEALTH GUARANTEE. We want a refund of 3820. Full refund, they can cover transporting a sick dog and the fake health certificate. 

  He is now coughing 24/7 from the fluid building up in his lungs from the heart failure. 

  The customer service agent suggested if we are having financial problems due to the visits we can open a credit card or get a loan. Insane. Not ******** fault who took the call, but she should consider the employer she is working for. 

  

  Business Response

  Date: 02/07/2025

  We are truly sorry for the stress and heartbreak this situation has caused your family. Sammys health and well-being are our top priority, and we want to support you in every way possible during this difficult time.
  As part of our process, we requested a second opinion to better understand his condition, and we appreciate your patience as we work through this. In the meantime, we want to assure you that there are options available, including reimbursement for medical expenses and the possibility of rehoming ***** with someone who can take on his medical needs if that is the best decision for your family.
  Please know that we are here to help, and we encourage you to reach out so we can work together toward a resolution that is in the best interest of both ***** and your family.

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22856152
  
  I am rejecting this response because:
  
  We are taking him for a second opinion, but the obvious easiest thing to do would be refund a cost of a puppy that was literally genetically ill. You cant sell a living thing and guarantee that its a safe process, and put this problem onto families.

  As for the comment about rehoming him to another family, its hard for me to believe that giving him to someone else to pay medical bills for the rest of his life makes sense? Come on guys. 

  

  Business Response

  Date: 03/03/2025

  We completely understand how difficult this situation has been for you, and we appreciate you keeping us updated on your puppys condition. Our primary goal is to support you and ensure the best outcome for your puppy.
  As we discussed, we are awaiting the cardiologists evaluation to better understand his condition so we can proceed accordingly. We are committed to working with you under the terms of our health commitment, and we want to explore all available options to assist you.
  Please keep us informed about the results of the specialist visit, and we will continue to work with you to find the best possible resolution.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22856152
  
  I am rejecting this response because:

  I am unable to take this dog with the severe heart condition to another doctor. I do not have thousands of dollars and time to get this rectified. 

  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/14/2025

  We completely understand your concerns and want to work with you to find the best resolution. However, we havent been able to reach you. Please give us a call at your earliest convenience so we can discuss the next steps and explore how we can assist you. We're here to help and want to support you through this situation.

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair 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 adopted ****, a French Bulldog, picking him upon July 24, 2024. He immediately presented with diarrhea with blood in his stool. We arrived home, immediately taking **** to his required wellness check on 7/29, and advised of the diarrhea and ****** stool. Puppyspot followed up with us on 7/31/24, the PuppySpot representative advised me to send all related vet documents, indicating that any issues upon pick up would be covered by the health commitment. From this point forward we followed the medical protocol and direction of the vet and sent all related documentation to Puppyspot. There is no doubting the diagnosis of giardia as indicated on the lab report from 8/12-13, and since 8/13 he was prescribed panacur which is where he began to recover. There is also no doubt that the concurrent order of the vet visits and tests administered were obvious steps in identifying the root cause of the illness and corrective action. During the month of August 2024, Puppyspot responded, and advised they would not cover the existing illness. The matter has cost in excess of $1,341.01 in vet visits and treatment. I have never been subjected to such ridicule, the dog was in poor health upon delivery, the response from PuppySpot was inadequate and the lack of ethical business practice is glaring. Especially when simply attempting see to the well-being of a companion pet while expecting the agreement between the company and I to be met. The agreement states impart, "This commitment covers health issues that may arise after the arrival of your puppy. This commitment only covers puppies who are delivered and have continually resided within ***************** and/or ******, within 14 days of arrival, your puppy is found to have a contagious disease, illness, or parasite, PuppySpot will provide you with reimbursement of reasonable and customary veterinary bills to treat such condition up to the purchase price of your puppy."All documentation pertaining to this matter is attached.

  

  Business Response

  Date: 01/30/2025

  We truly understand how difficult this experience has been, and we sincerely appreciate you taking the time to share your concerns. Your puppys health and well-being are incredibly important to us, and we regret that this situation has caused so much stress.
  Based on our review of the documentation provided, we will be issuing a refund of $1,133.55 under the terms of our Health Commitment. While we know this doesnt erase the challenges youve faced, we hope it helps in ensuring **** continues to receive the care he needs.
  If you have any further questions or need additional support, please dont hesitate to reach out. Were here to assist you in any way we can.

  Customer Answer

  Date: 02/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. While regrettable that this matter had to rise to this level, we are appreciative that PuppySpot did ultimately honor their commitment, hence we are grateful for your assistance with this matter. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/16/2025

  Type:Product 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.

  Bought a puppy on Nov 30th. He was sent via premier pet transport on January 31st and arrived to me on Jan. 2nd sick. He was diagnosed with kennel cough and secondary bacterial infection due to kennel cough. Have submitted all documents for vet services to puppyspot and have had no response for 3 days. Tried emailing and calling. I would like refund compensation minimum of ****** to cover vet bills, medicines, supplies, time off work, etc. in caring for a sick puppy that had a health guarantee.

  

  Business Response

  Date: 01/22/2025

  Were so sorry to hear about your puppys health issues upon arrival. We understand how concerning and stressful it is to welcome a new puppy and have unexpected challenges. Weve reviewed your case and refunded $172.28 to help cover the documented vet expenses submitted, in accordance with our health commitment.
  While we cannot reimburse for additional costs like time off work or supplies, please know that your puppys well-being is our top priority. If you need further support or have additional questions, dont hesitate to reach out to our ********** Specialist team. Were here to help and wish your puppy a speedy recovery!

  Customer Answer

  Date: 01/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/15/2025

  Type:Sales and Advertising 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.

  Payment on 4/29/24 of $2,691.38 for purchase of bernedoodle plus travel/health certificate. Shipped/delivered 5/15/24.We bought from ************************ based on an ad on their website claiming the puppy was an F1b Bernedoodle, a specific breed that's a cross between an F1 Bernedoodle (50% Bernese/50% Poodle) and a 100% Poodle, making the pup 25% Bernese and 75% Poodle. The site also claims repeatedly to have "rigorous" breeding standards/vetting and "zero tolerance" for breeders with "unethical or substandard practices." Before the puppy came to us (when we could've still cancelled), we received the attached pics of what the company claimed were her parents, which is now clear were not as represented, demonstrated by the attached pic and DNA test. Our puppy came with a health report allegedly completed 6 days before she came (per the company's claim that dogs "will undergo an extensive health check, have been dewormed and received all appropriate vaccinations" prior to arriving), which said she was ***** tested and had no ear infection or mites. Nine days after she arrived, our vet found that she had ear mites, a secondary yeast infection and intestinal parasites, which we had to pay to treat in two vet visits, per the attached health records. She's also had behavioral issues and an intense fear of crates/kennels, which is concerning regarding her breeding and/or transport conditions. More importantly, the dog we received is not an F1b Bernedoodle or a Bernedoodle at all. DNA test attached show the dog is is a Schnauzer Mix that's 45% miniature schnauzer, 50% poodle, and less than 5% bernese. That's a totally different dog of a different size, fur, disposition, appearance, health risks, temperament, allergen profile, etc). We have attempted to resolve with the company for weeks. They offered $2,000 for a waiver of claims. We want a full refund of costs incurred as a result of their fraudulent and/or misleading advertising and breach.

  

  Business Response

  Date: 01/21/2025

  Thank you for bringing your concerns to our attention. We understand how disappointing this experience has been, and we sincerely regret the issues youve encountered. Transparency and the well-being of our puppies are top priorities for us, and we take these matters seriously.
  Regarding your claim, we have refunded $2,691.38 to address the concerns you've raised. We acknowledge your frustration about the *** results and health conditions and assure you that weve reviewed your case thoroughly. Our breeders are vetted extensively, and we rely on the information they provide regarding parentage and breed specifics. However, we recognize that mistakes can happen, and we are working with the breeder to address this matter and ensure accuracy moving forward.
  We also take the health concerns you raised seriously and understand how unsettling it can be to deal with these challenges. While we strive to ensure our puppies arrive in good health, we are here to support you under the terms of our health commitment.
  If you have any additional questions or concerns, or if theres further documentation youd like us to review, please feel free to reach out. We are here to assist you and work towards resolving this matter fully. Thank you for your patience and for giving your puppy a loving home.

  Customer Answer

  Date: 02/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair 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.

  Description I came across web site, ******* ***** Teacup Puppies requested information about the teacup chihuahua and honestly looked legit, I requested info and within a few minutes was sent pictures and video of requested puppy, I agreed to pay and bought puppy for ******. I was sent all shipping info along with tracking. I was then contacted by the pet delivery company that the puppy needed a special crate to deliver due to the safety of the puppy, that was $****** that would be refundable to me. I then checked the tracking app and seen that the puppy was en route, after a while I was contacted again a few hours later requesting that they couldn't deliver the puppy without the crate and if I didn't pay that he would turn it over to the *** for pet abandon, I told him to do whatever he wants I was never told anything about a create, I was told that she would deliver the puppy to me. After a lot of back and forth between the seller acting like they were shocked this was happening and how dare they etc. even willing to assist me with paying some of the amount so she claimed she paid ****** and I needed to pay ******, remember now, the man that called me insisted that I had to pay ****** for the create. I then realized I have been scammed! I reported fraud/ scam fortunately I hope I get my money back. It's very sad because I was buying the puppy to heal our hearts from my other dog dying of old age. and are stealing peoples money. If you have any questions or want to speak further and see all the proof I have in regards to how they got me scammed email me or send me a message. I have proof of this! This lady emailed me every day saying I abandoned the puppy and left him at the shipping company ( that doesn't exist) I googled the company only to find out that there is no such shipping company by that name! She even sent me a tracking number to track him,

  

  Business Response

  Date: 01/15/2025

  We're so sorry to hear about your experienceit sounds incredibly upsetting. However, we dont have any record of this purchase, and the situation youve described is not typical of our company or how we operate. PuppySpot is committed to transparency, and our process ensures detailed communication, legitimate travel arrangements, and thorough health checks for every puppy.
  Unfortunately, scams like the one youve described are becoming more common online. We strongly encourage potential pet parents to verify the credibility of breeders and sellers before making any payments when purchasing outside of PuppySpot, and were here to provide tips or assistance if needed. If you have any further questions or concerns, please feel free to reach out.
  We sincerely hope youre able to find the perfect puppy to bring love and comfort to your home.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22814710
  
  I am rejecting this response because:
  I have been working with this lady before Xmas, she hasn't delivered the puppy nor has she refunded my money. I have text messages to prove it.
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 01/16/2025

  I have all of the tests between me and her 

  

  Business Response

  Date: 01/16/2025

  We are so sorry to hear that youve fallen victim to a puppy scamits an all-too-common and heartbreaking situation. However, our company name is PuppySpot, and we have never had any contact with you. The screenshots youve provided are in no way affiliated with our company or practices.
  We strongly encourage you to report this scam to your State's ************************* as well as any other relevant authorities to help prevent this from happening to others. If you need additional guidance on what steps to take, we are here to provide support where we can.

• Initial Complaint

  Date:01/07/2025

  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 was told that the puppy would be up to date on all vaccinations, would only be cleared to travel after getting fully tested at the vet, and that I would be given the breeder's information to contact them after receiving the puppy. I've had the puppy for 4 days now, and from the vet visit I immediately took him to the day after, he has tested positive for an ear infection, tested positive for Giardia (a parasite), and was not up to date on his vaccinations. On top of that, we were not given his breeder's information despite being told several times that we would 100% be given it after we receive the puppy. After calling, they now told me it was always up to the breeder's discretion. While we were waiting on him to arrive, we were denied pictures or videos from PuppySpot / the breeder to see his current living circumstances. After calling to let PuppySpot know about the results from the vet, they were short and forwarded me to a claims team, and asked me to "not ask to speak to a supervisor", and to just work with the agent on the phone. The bills are only starting to pile up just 4 days after receiving a puppy that I paid a very large amount for, that I was guaranteed would be healthy and cleared. I am extremely disappointed and frustrated with my PuppySpot experience for emotional, financial, and professional reasons.

  

  Business Response

  Date: 01/21/2025

  Were deeply sorry to hear about your experience and the challenges youve faced since bringing your puppy home. This is not the standard we strive for, and we completely understand your frustration. We want to support you through this and ensure we address your concerns.
  Once your puppy has their next vet visit, please update us with the findings and any associated documentation so we can move forward with resolving your claim. We take matters like this very seriously and are committed to doing our part to assist with your puppys health and care.
  Thank you for bringing this to our attention, and were here to help in any way we can. Please dont hesitate to reach out with any updates or additional questions.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22780938
  
  I am rejecting this response because: I have already provided documentation from the first vet visit through BBB and through PuppySpot's support team, and have a follow-up tomorrow visit tomorrow. Regardless, not only are the vet visit bills piling up from conditions that the puppy arrived with, but this is already going against everything I was "guaranteed" and assured before I made the initial, large purchase for this puppy. I am not satisfied with the responses from PuppySpot I have been receiving thus far, and have no insight or clue as to what to expect in terms of reparations for any of this. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/28/2025

  We truly understand how frustrating and stressful this situation must be for you, and we want to do everything we can to help. To move forward with your claim, well need the SOAP notes on official letterhead to confirm the diagnosis as stated in our last email to you. Unfortunately, the documentation provided so far doesnt include the necessary details to complete the process.
  Once youre able to provide the required records, well review everything as quickly as possible to resolve this for you. If you have any questions or need assistance obtaining the documentation, please dont hesitate to reach out. Were here to support you through this.

• Initial Complaint

  Date:12/31/2024

  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 decided to place an order for a puppy on puppy spot. This Aussiedoodle was just perfect in size and I was very excited to get a puppy before Christmas. I paid about $3,150 all told for the doggie. She arrived on Thursday December 19th by airplane. We got her home and as promised she came with paperwork including a health check through a vet. Everything was normal except for lateral luxating patellas grade 2. Upon researching, it is a very big genetic defect that usually leads to surgery sometimes both legs plus pain and suffering and a modified inconvenient life for the dog. Immediately I reached out to puppy spot to let them know. They admitted that they should have told me before sending her. They asked me to get another check from a vet. I went to the vet on December 27th. He found the same thing luxating patellas both knees and referred me to a surgeon to figure out what to do. I was devastated. I emailed and called puppyspot with the news. The lady on the phone was cold and just read me policies but gave no answers on what comes next. 3 days later and I still Havent heard anything. Sending me this puppy has been totally heartbreaking. I dont know what to do or why this is happening. I want a full refund and I want her knees to be still be covered under the normal genetic promise of upto her purchase price in actual vet bills. If they had told me about her condition, I wouldve said to please not send her. Now I just want to do whats best for the animal.

  

  Business Response

  Date: 01/14/2025

  We deeply empathize with your situation and understand how upsetting this experience has been for you and your puppy. Transparency and the well-being of our puppies are incredibly important to us, and we regret that the condition was not known prior to her arrival.
  To address your concerns, we are offering a full refund for the puppy upon surrender. We will work to rehome her with friends and family to ensure she finds a loving home that can support her needs. Additionally, if you decide to proceed with keeping her, we will honor our Health Commitment, which covers up to the purchase price for medical expenses related to her condition.
  Please know that our team will be in touch shortly to guide you through the next steps and to ensure that we resolve this matter in the best way possible for you and your puppy. Thank you for bringing this to our attention, and we appreciate your patience as we work to make things right

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22749672
  
  I am rejecting this response because: puppy spot prominently advertises a head to tail healthy puppy delivered for the price that we paid of $3,100. You failed to warn us of the condition that had already been found before sending her. If you had we would have never agreed to take this on. Please give us a full refund of the $3,100  and the vet bill of $1,000. The specialist said that she will likely need 2 knee surgeries down the line for at least $6,000 each. You caused all of this by sending out a puppy with a documented genetic defect. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair 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 paid $4752.34 for a cavapoo puppy from Puppyspot. Puppyspot claims to have a no puppy mill promise, however our puppy arrived so sick that our vet believes that she came from a puppy mill. As soon as our puppy came home I was worried about our puppy. Literally within hours of her arrival we were at the vet's office. We spent $1211.55 on veterinary care before we could focus on any of her wellness expenses. We were in contact with puppyspot the entire time. Without us informing them of the diagnosis from the vet, puppy spot admitted to knowing that she had coccidia. I was floored that they would knowingly send us a sick puppy. She also had Giardia and a respiratory infection. We had to set up different areas of our home and our yard to keep our new puppy isolated from our other dog to avoid her getting sick as well. We also had to have our other dog tested and constant sanitizing of everything. We threw away so many dog toys and bedding. It was a stressful nightmare with a very very sick puppy. The website says that if you notify them within 1-14 days of delivery they will provide reimbursement of bills up to the purchase price of the puppy. They were notified on day 1. Puppyspot has offered to pay us $450. Not even half out our veterinary expenses. The stress of this whole situation has been ridiculous. Puppyspot was provided with all of our bills and the puppy's medical records. Although we do seek reimbursement for our expenses, I want other people to know that this company should not have a BBB rating of A+. I did look at the BBB rating before purchasing our puppy and I will admit that it influenced our decision to purchase from them.

  

  Business Response

  Date: 01/07/2025

  We understand your concerns and the stress this situation has caused, and we truly empathize with the challenges youve faced. Please know that we take our "No Puppy Mill Promise" very seriously. All breeders in our network are thoroughly vetted and must meet rigorous standards to ensure the health and well-being of their puppies. We monitor breeder practices continuously and require compliance with strict guidelines to prevent such concerns.
  Weve reached out to discuss this further and encourage you to call us back so we can address your concerns in more detail. Unfortunately, due to the open chargeback on your account, there are limitations on what we can do at this time, but we remain committed to supporting you and your puppy.
  Thank you for sharing your experience, and we hope to work together toward a resolution. Please reach out when youre ready, as were here to help.

  

  Business Response

  Date: 01/07/2025

  We understand your concerns and the stress this situation has caused, and we truly empathize with the challenges youve faced. Please know that we take our "No Puppy Mill Promise" very seriously. All breeders in our network are thoroughly vetted and must meet rigorous standards to ensure the health and well-being of their puppies. We monitor breeder practices continuously and require compliance with strict guidelines to prevent such concerns.
  Weve reached out to discuss this further and encourage you to call us back so we can address your concerns in more detail. Unfortunately, due to the open chargeback on your account, there are limitations on what we can do at this time, but we remain committed to supporting you and your puppy.
  Thank you for sharing your experience, and we hope to work together toward a resolution. Please reach out when youre ready, as were here to help.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22734983
  
  I am rejecting this response because: There is no active chargeback.  ********** has closed it.  All responses want me to call however I insist on having responses in writing.  
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 01/16/2025

  Thank you for your response. While we understand your preference for written communication, we want to clarify that though there is no active chargeback now, a chargeback was initiated. Once a chargeback is created, we are unable to process a refund back to the original card, as per our system restrictions.
  Our team will be reaching out to you directly to arrange an alternative refund method, such as via bank transfer or check. Please rest assured we are committed to resolving this matter promptly. If you have any questions in the meantime, feel free to reach outwere here to help.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22734983
  
  I am rejecting this response because: they emailed me directly saying they would mail a check. We have not received anything. 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 01/21/2025

  Thank you for bringing this to our attention. A check has been issued and should have already arrived by mail. If you have not received it yet, please let us know so we can verify the mailing address and investigate further. We want to ensure this matter is resolved promptly and appreciate your patience.
  
  

  Customer Answer

  Date: 01/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I wish that BBB ratings included how quickly they resolve conflicts once a complaint is filed with BBB, especially when complaints  have been dragging on for months of back and forth. 
  Sincerely,
  
  ****** *********