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:12/17/2024

  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.

  2 years ago purchased a Havanese puppy from puppy spot. Several weeks ago he suffered an anaphylaxis event which required him to be admitted to the *** for several days. THe cause was not established however during treatment it was discovered he had an admormally small liver and glands. Note that an abnormally small liver is, by definition, is most commonly caused by a congenital abnormality called "hepatic microvascular dysplasia," where the liver's blood vessels are underdeveloped, or a "portosystemic shunt," where blood bypasses the liver, preventing proper toxin removal. Which can lead to consequences like poor growth, *****************, increased thirst and urination, vomiting, diarrhea, lethargy, jaundice (yellowing of skin and eyes), neurological issues, and in severe cases, liver failure.According to the warranty information on the company website...if your dog is found and certified by two licensed veterinarians to have a congenital or hereditary condition which adversely affects the health of your dog, PuppySpot shall either issue a credit toward the purchase of another PuppySpot puppy in the amount of reasonable, documented, actually incurred veterinary expenses associated with such diagnosed condition amounting up to fifty percent of the purchase price of your puppy or, if you choose, a direct reimbursement of such amounts up to twenty-five percent of the purchase price of your puppy. Medical records from two vets has been provided, however the claim for reimbursement has been denied.

  

  Business Response

  Date: 12/30/2024

  We deeply empathize with your situation and understand how difficult it must be to navigate health issues with your beloved Havanese. Please know that we take these matters very seriously and are committed to supporting you.
  We have reviewed the medical records provided by the two veterinarians and are working to finalize your refund under the terms of our Health Commitment. Were pleased to confirm that we are refunding $812.25, as agreed upon, and appreciate your patience while we resolved some delays in processing the payment.
  If you have any further questions or concerns, please dont hesitate to reach out to our team. Thank you for your understanding, and were here to support you and your puppy.

  Customer Answer

  Date: 12/30/2024

   
  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:12/04/2024

  Type:Sales and Advertising 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.

  Company states all puppy come with up to date vaccinations. I advised them that my puppy was missing a vaccination which required that vaccination plus a booster because of the time in between and was told I would be reimbursed per their health guarantee. I received reimbursement for the 1st vaccine only. I have submitted both receipts as requested and called multiple times with no response. The second vaccine cost me an office visit fee on top of the vaccine and I had only requested reimbursement for the vaccine.

  Customer Answer

  Date: 12/08/2024

  Within 2 hours of filing this complaint and posting a review online, I received a call from the company stating they read my review and they were going to refund me the requested amount. 
  Any potential customers should be made aware of these issues this company tries to get away with. 
  

  

  Business Response

  Date: 12/13/2024

  Thank you for sharing your concerns. We can confirm that we have refunded the cost of $35.30 for the additional vaccine in accordance with our Health Commitment. We appreciate you bringing this to our attention and regret any delays in communication.
  If you have any further questions or need additional assistance, please dont hesitate to reach out to our team. Were here to help and ensure your experience is as smooth as possible.

  Customer Answer

  Date: 12/13/2024

  I finally received a refund within a couple hours of filing this report and posting a review on Trust Pilot. I agree to close this case but am not selecting that I am satisfied. This took a lot of work to make them uphold their guarantee that should have been taken care of immediately and I would like potential buyers to know they will not be guaranteed anything without a fight. 

• Initial Complaint

  Date:12/03/2024

  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.

  They dont even deserve one star. They sent me a dog with three health conditions. One of the conditions was an ****************. The puppy had a huge ball in his stomach. They did not disclose this to me before sending me the dog. They portrayed the puppy on the phone as healthy. We did not find out about his medical conditions until we received him with transport. Three medical conditions were checked on the health report the puppy spot health report said that if a dog has health conditions they need to disclose it to the customer and send photos. They did not disclose his conditions to me before sending the puppy and they did not send photos prior to his arrival. When we asked to return the puppy they refused and said we could surrender him with no refund. After days of calling puppyspot and talking to endless supervisors they finally agreed to return there sick puppy back and we have them on recording acknowledging they had the pictures of the puppies health issues but they said they felt they didnt need to disclose to us. They gave us a sick dog and we were able to return him and now we are out $1,000. We paid them $3,200 for a puppy and they only refunded us $2,200 back. They are all about the money they dont care about the health of the puppies they are selling they are just about the quick ***** The breeder of the puppy was ****** ***** and he is a puppy mill breeder with health violations of rat droppings in his facility and other **** health violations that can be found online. The ****** ***** breeder has 108 breeding dogs and 116 puppies. They work with puppy mill breeders with health violations and they sell sick dogs. This company is an absolute fraud and they are scammers who will fraudulently sell puppies as healthy and trick you. Do not buy from them unless you want dogs with genetic issues and health problems. I want a refund of my $1000 that you are stealing

  

  Business Response

  Date: 12/13/2024

  Were sorry to hear about your experience and understand how upsetting this situation has been. We take the health and well-being of our puppies very seriously, and all breeders in our network are carefully screened and vetted before being allowed to list, including adhering to strict health and safety standards.
  In this case, we followed the terms outlined in our Health Commitment, which are part of our Terms and Conditions (*******************************************************************), and refunded $2,203, the amount applicable under those terms. We understand your frustration, but the remaining amount aligns with the policies agreed upon at the time of purchase.
  Regarding the breeder, we are aware of past non-compliant **** items. These issues were addressed immediately by the breeder, and subsequent inspections have been compliant. We monitor breeders closely to ensure they continue meeting our standards.
  We regret that this situation did not meet your expectations and assure you that we continuously evaluate and improve our processes to ensure the best outcomes for both our puppies and their families. If you have further questions or concerns, please dont hesitate to reach out.

• Initial Complaint

  Date:11/20/2024

  Type:Sales and Advertising 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 paid around $3300 for a puppy from their website. On the delivery date, I got sick and could not pick up the puppy. I had severe colitis and was strictly told by my surgeon to either get admitted to the hospital or get complete bed rest. My wife was out of town, and I had no one to care for. I had excruciating pain. They called me, but there was no way I could have picked the puppy then. Now they have confiscated my money. I want my puppy, which I paid for, but they have refused to do both. I don't think they can do this to a person who is sick on any legal or humanitarian basis. I want the puppy or my money back. One cannot take someone's money and don't deliver the goods.

  

  Business Response

  Date: 11/25/2024

  Were sorry to hear about the situation that prevented you from picking up your puppy. Pursuant to the Terms and Conditions of Sale, specifically Section 6, which can be found here: *******************************************************************, cancellations by the customer are handled as outlined in the agreement.
  We made multiple attempts to reach you to try and reschedule the pickup, but unfortunately, the puppy was already in transit, and we were unable to make alternative arrangements. As a result, we refunded the taxes on your purchase in accordance with the terms.
  If you have further questions or concerns, wed be happy to speak with you to provide clarification or assistance. Please dont hesitate to reach out.

• Initial Complaint

  Date:10/04/2024

  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.

  Date of the Transaction: September 26, 2024 I recently purchased a puppy (Poodle, named ******, ID ******* from ******************** for the amount of $2,599. According to the PuppySpot website, the puppy was listed as "ready today" for pickup. Based on this information, I made extensive travel arrangements to pick up ******, including reserving a rental car and hotel, and I also took time off work for the pickup.Unfortunately, after making the purchase and finalizing my travel plans, I was informed by PuppySpots travel team that ****** could not be released to me unless he reaches a specific weight of 2.5 lbs (he is currently at 2.4 lbs). This crucial information about the weight requirement was not disclosed prior to purchase or in the listing, which explicitly stated he was ready for pickup immediately.I was notified of this contingency only after booking all necessary travel accommodations and time off, and the travel team mentioned I would only be updated by Sunday, despite my planned 12-hour drive to ******** to pick him up on Monday morning at 7 AM.This lack of transparency and communication has caused me significant inconvenience and financial losses. I have requested clarification and assistance from PuppySpot regarding compensation for my travel expenses and alternative arrangements should ****** not reach the required weight, but I have not received satisfactory communication.Nature of Dispute:Misleading advertisement about puppy's availability for immediate pickup.Failure to disclose weight requirement for release prior to ****************** losses incurred due to travel bookings based on the information provided.I am requesting:Compensation for travel expenses, hotel, and rental car costs.Clear communication about the contingency and what steps will be taken to resolve the issue in case ****** doesnt meet the weight requirement by the specified time.I hope BBB can assist me in resolving this issue promptly. Thank you.Sincerely,***** *******

  

  Business Response

  Date: 10/10/2024

  We sincerely apologize for the earlier confusion and inconvenience surrounding ******* availability for pickup. We understand that the information on our website may not have been as clear as it should have been regarding how soon he would be ready for travel, and we regret the challenges this caused with your travel plans.
  We're glad to hear that ****** has made it home safely, and we hope he's settling in well. While we understand that things didnt go exactly as planned, the weight requirement for his health and safety was a necessary factor. We recognize that this wasn't communicated clearly upfront, and we appreciate your understanding and will take this back to our team to do better by our customers in the future.
  As this situation was not health-related and we worked to get ****** to you as quickly and as safely as possible, we are unfortunately unable to offer a refund for your travel expenses at this time. However, we are here to support you moving forward as you and ****** begin your journey together.
  Thank you again for your patience, and please dont hesitate to reach out if you have any further questions or concerns.

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22381059
  
  Dear PuppySpot,

  Thank you for your response and for acknowledging the confusion regarding ******* availability for pickup. While Im happy to have ****** home and appreciate that his health and safety were a priority, the lack of clarity about the weight requirement and the delay in communication significantly impacted my travel plans.

  After careful consideration, Ive decided to absorb the rebooking cost of $101.00 myself. However, I strongly encourage you to be mindful of customers' arrangements by detailing any requirements or contingencies upfront, prior to purchase and travel planning. Clear communication in these cases is crucial for reducing unexpected challenges and enhancing the customer experience.

  Thank you again for your time, and I hope my feedback will be helpful in refining the process for future customers.

  Best regards,

  
  ***** *******

  

  Business Response

  Date: 11/05/2024

  Your suggestion to provide clearer information about any requirements or contingencies prior to purchase is extremely valuable, and we will work on enhancing transparency in these areas to prevent similar situations in the future.
  Thank you once again for your patience and feedback. Were committed to continually improving our process, and your experience will help guide those efforts.

• Initial Complaint

  Date:09/26/2024

  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.

  I purchased a Frenchton puppy from ************************ in August 2024. *** (the Frenchton i purchased) was delivered 9/13/2024. On 9/15/2024, i had to rush him to the emergency room, he was screaming in pain. It was determined based on an X Ray that *** had a genetic spine disease that is commonly associated with French Bull Dogs, Ray is part French Bull Dog, Part Boston Terrier. I have done everything that has been asked of me and I keep getting the runaround from Puppy Spot. Just spoke to a supervisor and she said that the person i was working with lied (*****) i have a recorded conversation with *****, stating he would get the ****************** from Blue Pearl. I hate been lied to and misled after a $2700 + $748 (travel fee) purchase. I contacted the *********** and the vet, and they stated PuppySpot never contacted them. The ** sent the records to me because when they called PuppySpot they were told *** does not have an account with them. The vet sent the report 4 minutes after the request was made 10 minutes ago.

  

  Business Response

  Date: 10/01/2024

  We are very sorry to hear about Ray's condition and the difficulties you've encountered with communication. This is not the standard we aim to provide for our customers, and we understand how frustrating this experience must have been for you. As part of our health commitment, we will be refunding $1,299.11 to assist with Rays care.
  We regret any confusion regarding the medical records and have since made contact with the veterinarians office to obtain them. Please know that we are here to support both you and ***, and if you have any further questions, do not hesitate to reach out.

  Customer Answer

  Date: 10/01/2024

   
  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:09/24/2024

  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 picked our mini dachshund puppy up on 9/18, on 9/22 I called Puppy Spot to discuss with them the serious issue of the puppy biting me, and what the procedure might be to return him. The first thing out of the customer service representatives mouth was you will not get a refund. Didn't even want to know what the issue was. On 9/19, one of my dogs shook and puppy immediately start barking viciously at the other dog, I tried to calm it down, but it then got bite. We figured he was just scared, as he quited down. Then on 9/20, one of my dogs barked outside, puppy immediately started barking viciously, and again bite me. 9/21, he was sleeping dog came in from outside, puppy immediately started barking viciously and bite me again. 9/22 It happened again. I called breeder to discuss the issue, but really got no feed back accept puppy was kept in kennel, with no socialize or anything else. 9/23, put something down on my table while holding puppy, same thing vicious barking and bite me again. 9/24, took puppy to work he was fine all day, playing with coworkers, ect. Came home, sitting on couch with him holding him, dog pawed at door to come in, puppy burst out into vicious barking, and bite me again. I have had many dogs/puppies including 3 dachshund puppies, and have never had this issue. PuppySpot says all their breeders are reputable, but I found this on the **** Website: ******* ****. ******, *******- At the time of their most recent **** inspection on 10/7/2021, **** had 29 adult breeding dogs and 24 puppies. This is the breeder we got him from, so what does that say. Called Puppy Spot today, about returning puppy, was told I would get an email with questions. Email was one that they send to every client that wants to return a puppy, in that email they say we will begin the search for a new home starting with our employee network, so I guess if you don't get a refund, their employees get a new puppy free of charge. I'm hoping that this can get resolved peacefully.

  

  Business Response

  Date: 09/27/2024

  Were truly sorry to hear about the challenges youre facing with your new puppy. It's understandable how upsetting these behaviors must be, and your concerns about the support youve received and the breeders background are valid. While we have vetted the breeder as part of our process to ensure they meet the necessary standards, we know that simply being a professional breeder isnt enoughits the quality of care the breeder provides that truly matters, not the size. We take this seriously and want to ensure you feel supported during this process.We will review your situation internally to make sure you're getting the assistance you need. While rehoming may be part of our policy, we should have taken more time to fully understand your concerns before moving in that direction. We apologize if our communication was lacking. We will be reaching out to you directly to resolve this issue in a way that prioritizes both your and the puppy's well-being. Thank you for bringing this to our attention, and we will ensure the next steps are handled with the care and attention they deserve.

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22329857
  
  I am rejecting this response because: I spoke with ******* a PuppySpot Specialist last night, I was very opened and honest with my feelings and the situation, about the puppy. She did listen, but it went down hill fast after I stopped talking. She informed me that if the puppy was returned it would cost me ANOTHER $749.00 to have to puppy picked up by the transportation people, who I would have to meet, and I would also have to pay for a Health Certificate. I said what about a refund, as this puppy has really bad issues, she said no sorry no refund. If you get a puppy from a breeder and there is an issue a good breed would take the puppy back refund your money, and do what is best for the puppy. She then said she would have to go back to her manager and discuss, possibly get the fee lowered. I said I'm not paying anything at all, so tell them that. I already paid $3,034.55. Also yes they are going to say that their breeders are vetted, but I just don't believe that. I just don't feel like they are doing what is in the best interest for the puppy. I'm supposed to be speaking with ******* again this evening. 
  
  Sincerely,
  
  *** ***********

  

  Business Response

  Date: 10/01/2024

  Thank you for taking the time to speak with us and share your thoughts so openly. Were glad we had the opportunity to connect with you, and we appreciate your willingness to work through the situation. We understand that making decisions like this can be difficult, and we're here to support you.
  Were pleased to hear that youve decided to keep your puppy and are committed to working through the training and behavior challenges. Please know that we are here to assist you in any way we can moving forward, and should anything change, dont hesitate to reach out. We wish you and your puppy the best as you continue this journey together, and were confident that with the right training and care, things will improve!

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22329857
  
  I am rejecting this response because: Even though they said they would waive the transportation fee, and they would work to find a family close to us, to ****** ****. I just didn't trust this, plus how far away would the family be, everything is so vage. 

  I will never get a puppy from these people again. We got a great dane puppy from them in July, she still has diarreah, is not eating like she should, and has skin issues, so we are taking her back to the vet this Friday. 

  With all the complaints on the BBB, I'm surprised this company has not been investigated, as these are puppy mill breeders, I don't care what they say and all of their answers are scripted. 

  I'm done with this company, and don't expect them to do anything further.

  Sincerely,
  

  *** ***********

• Initial Complaint

  Date:09/23/2024

  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.

  It is my opinion that the "change of health policy" is quite misleading. If you have a change of heart, within three days wouldn't you presume you have three days to get a refund? I called with a change of heart in less than 48 and I lost $967.50. This is the amount I would like refunded.

  

  Business Response

  Date: 09/24/2024

  We understand your concerns regarding the health policy, and we regret any confusion it may have caused. The policy does outline that a portion of the payment is retained in the event of a cancellation, even within the three-day window, to cover administrative costs. However, we can appreciate how this might have felt unclear. While the policy is firm, we value your feedback and will review how we communicate these terms to ensure they are as clear as possible for future customers. If you have any further questions or would like to discuss this further, please feel free to reach out to our ********** Specialist Team.

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22323952
  
  I am rejecting this response because the policy is misleading. 

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

  

  Business Response

  Date: 10/01/2024

  We are very sorry to hear about Ray's condition and the difficulties you've encountered with communication. This is not the standard we aim to provide for our customers, and we understand how frustrating this experience must have been for you. As part of our health commitment, we will be refunding $1,299.11 to assist with Rays care.
  We regret any confusion regarding the medical records and have since made contact with the veterinarians office to obtain them. Please know that we are here to support both you and ***, and if you have any further questions, do not hesitate to reach out.

  Customer Answer

  Date: 10/01/2024

   
  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:09/14/2024

  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.

  This website sold me a sick puppy. It had heart murmur, bronchitis, Giardia, and possible Parvo. The breeder denies everything. The customer service *** I called had an attitude and simply refused to talk to me and was silent on the phone. The second one only said to file a claim. I am on my way to the emergency room. I don't even know if Alphie is going to survive. This is terrible. Never buy a puppy from out of state.

  

  Business Response

  Date: 09/23/2024

  We are deeply sorry to hear about Alphie's health challenges and understand how stressful this situation must be for you. The well-being of our puppies is our top priority, and it's concerning to hear about your experience with both Alphies health and our customer service.

  To help with ************** we are refunding $1,546 in accordance with our health commitment. While this doesnt undo the difficulties youve faced, we hope it provides some assistance during this challenging time. Please know we are here to support you and are working to address this matter with the breeder. We sincerely hope for Alphies recovery and are available if you need further assistance.

• Initial Complaint

  Date:09/08/2024

  Type:Sales and Advertising 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 had met with the transport company to pick up my 11 week old golden retriever puppy on Friday 9/6/24 and she had a cough, but we thought it was maybe from stress of traveling around in a transport vehicle from one end of the country to the other side. Come to find out she has infectious pneumonia and is really sick. I want other people to know that the breeders and transport team said she was perfectly healthy and nothing was wrong with her. That was a lie. I would not do business with this company or Premier Pet transport again. Such a disappointing experience and so sad for my baby girl ***** who is so sick and weak.

  

  Business Response

  Date: 09/09/2024

  We are deeply sorry to hear about *****s condition and understand how upsetting this must be for both you and your family. It is extremely concerning to learn that she arrived with pneumonia. This is not the level of care or transparency we strive to provide, and we regret that you had to experience this. *****s health and well-being are of the utmost importance to us, and we are committed to addressing this situation thoroughly. We will be conducting a full review of both the breeder and Premier Pet Transport to understand what went wrong. Its essential for us to ensure that this does not happen to future customers.

  Our ********** Specialist team will be reaching out to you so we can assist you with *****s veterinary care and explore options to help with her recovery. We want to support you in getting her the medical attention she needs. Again, we sincerely apologize for this disappointing experience. We take your feedback very seriously and are committed to making things right. Thank you for bringing this to our attention, and we hope that ***** is on the road to recovery. 

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22256335
  
  I am rejecting this response because: there has been nothing done to help this situation and now my puppys brother has developed pneumonia from his sister. This is beyond frustrating and disappointing that this business is not being held accountable for the condition my puppy was delivered to me in.
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 09/13/2024

  We are truly sorry to hear that *****s brother has now developed pneumonia as well. We fully understand your frustration and disappointment with the situation. We take these matters very seriously and are committed to making things right. To help with *****s medical care, we will be issuing a refund of $1,149.18 in accordance with the terms of our health commitment. While this cannot undo the challenges youve faced, we hope it will assist with the necessary treatment and care for *****. Please know that we are here to support you throughout this process, and if theres anything else we can do to assist, do not hesitate to reach out. We hope that both ***** and her brother are on the road to recovery.