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.

close

Find a Location

PuppySpot Group, LLC has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/22/2024

  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.

  AUGUST 12, 2024 Pomeranian [Breeder in ****]PD: $3,692.57 [$2702, Travel $749, Tax $241.57] ************************************************* DELIVER NEAR YOUR HOME: PuppySpot works with trusted licensed professionals in the commercial air and ground transportation puppy travel business to get your puppy to an airport or one of our pickup locations as close to your home as possible. Once youve completed payment for your puppy, our team will get to work determining the best possible way to travel your puppy from where they live to where you live. Keep in mind that both air and ground travel can be limited by many factors beyond weather, so we all need to be flexible with the dates and times of your puppys arrival. This package is $749, which includes: Delivery,Your puppys health certificate =================AUGUST 21, 2024 - Today we received this from PuppySpot:Travel Update - Hi ***** and ***, We are contacting you regarding your puppy's travel. We have determined that you will need to look into other travel options due to no available pet friendly commercial cargo flights in the breeder's location as well as yours and Ground transport is not an option either. You have the option to upgrade to a puppy chaperone or do a meetup with the breeder, or you can choose a different puppy as a replacement or cancellation. Please advise how you would like to proceed. Thank you.=================OPTIONS given to us: The Chaperone option is $1,983;Meetup w/Breeder in **** $287; different puppy; Cancellation w/fees =================We do not travel due to our age and also concern over Covid. Replacement would be almost impossible. We chose cancellation.********************[Mgr] said the fees were assessed on the total, which included the travel package and tax. The refund would be $1900.This seems like a bait and switch. We were never told, before the purchase, that travel pkg might not be viable, only delay due to weather. We hope you can help us resolve this in an equitable way.

  

  Business Response

  Date: 08/23/2024

  We understand your concerns and sincerely apologize for the frustration this situation has caused. The travel arrangements for your puppy should have been communicated more clearly upfront, due to locations not being viable for travel. Given the circumstances, we agree that the best course of action is to provide you with a full refund, including the travel package and tax. We regret that this experience did not meet your expectations, and we appreciate your understanding. Please know that your feedback will be reviewed to help us improve our communication and transparency around travel options in the future. Thank you for bringing this to our attention, and we hope this resolution helps to make things right. If you have any further questions, please feel free to reach out to our ********** Specialist team. 

  Customer Answer

  Date: 08/23/2024

   
  Better Business Bureau:
  
  We have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to us.They have issued an apology and a Full refund which we have received.
  
  Hopefully, in the future, an equitable resolution can be reached with customers in this same situation so they will not have to submit a complaint. We appreciate the integrity of this company that has reviewed this situation and has agreed that the previous actions taken by them toward a partial refund were unfair.
  
  Also, we thank the Better Business Bureau. Your help in this situation was greatly appreciated.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/12/2024

  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 received a puppy from PuppySpot on June 20, 2024. I spent nearly $4,700, expecting to receive a healthy pet, as promised by their "head to tail health check. My puppy arrived with persistent diarrhea. Understanding that diarrhea in puppies can occur due to stress or a change in diet, I waited to see if the condition would resolve on its own. It did not, and I took him to the vet on July 11, where he was diagnosed with Giardia, a parasitic infection. To date, I have incurred over $927 in veterinary expenses: $140 for the initial office visit, $172.50 for the first ***** test, $121.67 for the first round of medication, $172.50 for the retest, $148.22 for a second round of medication, and an additional $172.50 anticipated for an upcoming ***** test. These costs were necessary to treat a condition that should never have been present in the first place if PuppySpot had delivered on their health guarantee. When I reached out to PuppySpot, I was offered only a $150 courtesy payment, citing their policy of covering parasitic infections only within the first 14 days. This offer is grossly inadequate given the extensive costs I have already incurred, not to mention the fact that this condition was present when the puppy was delivered. I have been misled by PuppySpot's health guarantee, and their refusal to fully reimburse me for these veterinary expenses is unacceptable. I chose to pay a premium price to avoid exactly this type of situation. If I had wanted to risk receiving a sick puppy, I could have gone to a puppy mill and spent far less. I am requesting that PuppySpot reimburse the full amount of $927.39, plus any additional costs required to ensure my puppys health. Their current offer of $150 is not sufficient and does not reflect the commitment to quality and customer satisfaction that they advertise. I expect PuppySpot to take full responsibility for this situation and provide the reimbursement necessary to cover the vet costs that their negligence has caused.

  

  Business Response

  Date: 08/14/2024

  Thank you for taking the time to share your experience. We sincerely apologize for the challenges you've faced with your puppys health. At PuppySpot, our goal is to ensure both our customers and their puppies are happy and healthy, which is why we offer our "head to tail health check" and a 10 Year Health Commitment. We understand how distressing it can be to deal with unexpected health issues, and we are truly sorry that your puppy was diagnosed with Giardia. While we strive to prevent such issues, its important to note that certain health conditions, like parasitic infections, can sometimes develop despite the best efforts of our breeders and veterinarians. This is why our health commitment covers specific conditions for a defined period.

  Regarding your request for reimbursement, our policy covers parasitic infections within the first 14 days of your puppys arrival. Since the diagnosis occurred after this period, the costs associated fall outside the terms of our health commitment. As a gesture of goodwill, we offered a $150 courtesy payment to assist with your expenses, but we are unable to cover the full amount. We regret that our policy does not meet your expectations in this instance. We set our standards high to ensure the best possible outcomes for our puppies and their new families, and we take your feedback seriously as we continue to improve our services.

  Again, we apologize for any inconvenience this has caused and appreciate your understanding of our position. If theres anything further we can assist with, please dont hesitate to reach out to our ********** Specialist team at **************. 
  

  
  

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22129685
  
  I am rejecting this response because:

  Thank you for your response. However, I must firmly reject your offer and explanation. My puppy exhibited symptoms of diarrhea from the day I received him on June 20, and as I have stated previously, these symptoms persisted until he was diagnosed with Giardia on July 11. It is clear that my puppy was already infected when he arrived, which makes the 14-day policy you are referencing irrelevant in this situation.
  I am currently in the process of obtaining letters from two separate veterinarians who will attest that the symptoms my puppy showed on June 20 are directly related to the Giardia diagnosis. The fact that my puppy never went outside after arriving, due to not being fully vaccinated, further supports that he could not have contracted Giardia after arriving in my care.
  Given these circumstances, I expect PuppySpot to reimburse me for all current and future veterinary bills related to this infection. If PuppySpot continues to refuse to honor this request, I will have no choice but to pursue this matter in small claims court.
  Please confirm that you will fully cover these expenses, as this is the only acceptable resolution.
  

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

  

  Business Response

  Date: 08/19/2024

  Thank you for your continued communication regarding this matter. We understand your concerns and take them very seriously. To further evaluate your case, we kindly request that you submit the additional documentation from the two veterinarians who are willing to attest that the symptoms your puppy exhibited upon arrival are directly related to the Giardia diagnosis. Once we receive these documents, we will promptly review them to determine the appropriate next steps. Our goal is to resolve this situation in a manner that reflects our commitment to the health and well-being of our puppies and the satisfaction of our customers within the parameters of our health commitment. We appreciate your patience as we work through this process and assure you that we are here to support you. Please send the veterinary documentation to ******************************** and we will keep you updated on the status of your claim.
  

  Thank you for your understanding, and we look forward to resolving this matter promptly.

• Initial Complaint

  Date:06/24/2024

  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.

  Do not shop from puppyspot. They will fill you with false promises and then claim they never said anything. We purchased a $3000 golden retriever who clearly wasnt properly socialized, despite having siblings. We were told she would be microchipped, but now are being told thats not the case. She arrived with ******* and ************. Three vet visits in under a week. Also, their preferred insurance company, Fetch, is also a complete scam. I sincerely doubt puppyspot is worth its supposed accolades. Based on other reviews and posts online, its also clear they do support puppy *****. I just hope my dog is healthy and I know shes safe with me. These folks clearly dont care about dogs, only profit.

  

  Business Response

  Date: 07/01/2024

  We are so sorry to hear that your experience with us did not meet your expectations. Our goal is 100% happy customers and happy puppies. We are also sorry to hear that your pup had ******* and ****** cough. Sadly, both are common conditions among purebred dogs. Your puppys breeder works with a USDA-accredited vet that checks for these conditions and others. Regretfully the viruses can take hold in transit. Its why we offer the 10 Year Health Commitment, to provide for situations like yours. If you have not filed a claim, you are eligible for reimbursement. 

  In terms of socialization, all of our breeders are committed to the task, but some puppies are more disposed than others. And please know that none of our breeders are so-called "Puppy Mill" breeders. A Puppy Mill is a breeder that does not prioritize the health and well-being of the puppy or the breeding mother. At PuppySpot the health and well-being of the puppy is our number one priority. Thats why we have created the most rigorous breeder standards in the industry, and why we monitor our breeder partners on a real-time basis to make sure they are meeting our standards. Lastly, we apologize again for the misunderstanding regarding your puppys microchipping and want to reiterate our offer of $50 to cover the cost when you have it done locally. Please let us know if that would be helpful. You can call us at ************.

   Thank you for your feedback. It is incredibly helpful in our efforts to be the best at what we do.

  
  

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21892095
  
  I am rejecting this response because while PuppySpot did reach out twice to discuss the issues, there has been no resolution. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/17/2024

  Hi *****,

  We're sorry that we haven't been able to reach you over the phone. We have emailed you at your request to offer a resolution in the amount of $638.10 for the health concerns your puppy is experiencing. We hope **** is feeling better and that you have many happy years together. Please give us a call at ************ should you have any additional questions or concerns. 

  Customer Answer

  Date: 07/26/2024

   
  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:06/21/2024

  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.

  did not reply to repeated text message, e mail or phone message

  

  Business Response

  Date: 07/01/2024

  Thank you for raising your hand. We are so sorry for being difficult to reach in recent days and have placed you at the top of our call list. One of our consultants will be in touch, if they have not already.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21884365
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/15/2024

  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.

  I used Puppyspot website to find a Rottweiler puppy. I purchased one that the website said was Im ready today. Purchase was on 6/11 and today 6/14 and the company representatives have been unclear about delivery date. There are no good explanations provided for delaying the delivery for possible up to 3 weeks according to puppyspot representatives. I had to call 10 times in addition to multiple messages and emails. Still no clear date about delivery and they mention weird reasons for delay like storms and winds as if there are no flights from ******** to **********. In no location at this business website there is a mention of such delay in delivering the puppy. They dont allow refund and I feel this business are not honest at the first step in the business of securing the delivery of a puppy. I need my puppy delivered as soon as possible or full refund of all expenses. If the puppy is not delivered within 7-10 days from time of purchase and given the misleading info on their website (took screenshots) I will seek full legal compensations for the trouble they have caused us.

  

  Business Response

  Date: 06/26/2024

  Thank you for sharing your concerns and were glad we solved the problem. Please know that when we indicate a puppy is ready today on the website that simply means he or she is old enough to travel. As much as we would like to deliver perfect puppies on the same day they are adopted, travel logistics and sometimes the puppys size make that almost impossible. Many of our breeders are in rural parts of *******, so coordinating flights and transports takes time. On average we deliver a puppy within two to three weeks of his or her purchase. By the time this post is live you should have received your beautiful puppy. Congratulations and thank you for your understanding. Our goal is 100% happy customers and 100% happy puppies.

• Initial Complaint

  Date:06/03/2024

  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.

  I purchased a dog from Puppy Spot .. and the dog is not well mentally. Its now a 5 month old puppy that continues to eat his own f**** and drink his own urine. I have called the company/ business several times to voice my concerns .. they have not provided me a solution. I need TJ send this puppy back to the breeder .. and asking for a refund or portion of what I paid for the puppy. The company has repeatedly refused my request. They want the puppy back so they can Resell him .. calling it re-homeming

  

  Business Response

  Date: 06/07/2024

  The entire PuppySpot team including our breeder partners is committed to ensuring that our puppies are happy and healthy, both physically and mentally. We are sorry to hear that you continue to be frustrated with your puppys inclination to eat his f**** As shared, it is not uncommon. Per a study referenced in this recent article by the ********************* as much as a quarter of all dogs express this behavior at some point. The article further explains why they do it and what their owners can do to get them to stop, including modifying their environment and feeding them vitamin supplements. Perhaps your veterinarian has not seen the research or the recommendations? We were glad to learn that your puppy has received a clean bill of health from your vet and assure you that it applies to his mental health as well. Accordingly we must adhere to the terms of our agreement; leaving us willing to take back the puppy to rehome him but without recompense to you. Please let us know if you would like us to take over the care of your puppy. Thank you, and we apologize for your misunderstanding.

• Initial Complaint

  Date:05/30/2024

  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.

  My family decided to welcome a Cavapoo puppy into our home. After extensive research, we chose to invest a significant sum of money in purchasing a Cavapoo puppy, trusting PuppySpot.I purchased ***** from PuppySpot and picked her up from the ******************* on April 3, 2024. She arrived with severe yeast and mite infestations in both ears and conjunctivitis causing heavy eye discharge. She was visibly distressed, crying, and scratching constantly. I took her to the vet, where she received treatment and medication and informed PuppySpot about *****'s condition.As ***** grew, it became clear that her physical traits did not align with those typical of a Cavapoo. By four months old, she bares little to no resemblance to a Cavapoo.Curious about *****s lineage, I requested documentation about her parents. PuppySpot refused to provide any information, stating they do not share such documentation with clients. After persistence, they gave me a phone number for the breeder, but my calls went unanswered.Consulting with vets, I decided to invest in a DNA test from Embark. The results revealed that ***** is not a Cavapoo but a mix of three breeds, including Bichon Frisea breed my family dislikes and would never have chosen. PuppySpot promises to vet their breeders to ensure proper, safe, and humane breeding. They stated I would receive proper paperwork with my puppy, but I didn't. I paid nearly $4,000 for what was supposed to be a Cavapoo from a company that advertises its trustworthiness. Instead, I received a sick puppy and no supporting documentation to verify her ancestry.I could have adopted a puppy from a shelter, but I chose to buy from PuppySpot due to their promises of integrity. Now, I feel deceived and am left with a dog that, while I will care for her, is not what I paid for. I expect a full refund so I can purchase the Cavapoo we always wanted from a reputable breeder.

  

  Business Response

  Date: 06/05/2024

  Dear *****,

  
  We are genuinely sorry to hear about your ongoing concerns vis a vis Pearls pedigree. She is in fact a purebred Cavapoo. According to our records the Sire is a purebred Cavalier ******************************* with a registry registration number on file and the Dam is a purebred Poodle, also registry registration number on file. We will be sending you this confirmation via email. One potential source of the confusion may be the Embark testing method and their own qualification, Our Services are for research, informational, and educational use only. Any information you obtain from our Services is not designed to diagnose, prevent, or treat any condition, diseases or state of health. We encourage you to speak with a veterinarian regarding the meaning of your pets Genetic Information or any questions that arise from your use of our Services. There are many similar testing services that self-admittedly do not provide 100% accurate DNA results. It is why we recommend relying on the registry documentation. 

  
  We are glad that we were able to resolve Pearls ear and conjunctivitis issues. As shared, both are common ailments associated with most puppies, and often Cavapoos. Its why in part we created the 10 Year Health Commitment, to provide new owners with a window of early financial support should a puppy contract them. As you know we notified you that the breeders vet determined that ***** had ear mites prior to her delivery, and treated her accordingly. The fact that she still had some when she arrived at your home is not ideal, but to be expected. The conjunctivitis was not present in her pre-delivery exam but can come on quickly. Regretfully it takes a course of time to completely eradicate both conditions. We hope our reimbursement of the $98.98 associated with her veterinarian care was at least helpful. 

  
  The registration information we will send will confirm Pearls pedigree and should give you the affirmation you seek. We again apologize for the uncertainty and worry you have experienced and hope that Pearls health is good and she is proving to be a wonderful companion. 
  

  
  

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21777889
  
  I am rejecting this response because:

  I reject PuppySpots claim that ***** is a Cavapoo, since her mother is a poodle mix, NOT a POODLE. PuppySpot conveniently chooses to ignore science. The professional Veterinarians I consulted with, use this method of breed testing and stated they are 99% accurate. I spoke with 2 different representatives from the *** where *****'s mother is registered at (and PuppySpot denied revealing her registration to me) and she stated that dogs who are registered with the *** are generally mix breeds since, if they had pedigree, they would be registered with the *** or ACA instead.  Interestingly, on 6-3-24 I received a call from ******* from PuppySpot who stated, among other falsehoods and twisted facts that dogs registered with the *** are purebred dogs with 3 generation linage. Again, this information is simply FALSE. ******* proceeded to try to justify how designer breeds do not need to come from 100% pedigree dogs, and she continued to ramble statements that did not make much sense, and were even contradictory. The truth is that PuppySpot did not inform me that ***** was not born out of two purebred animals, which is the least one can expect when paying almost $4,000 for it. 

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

  

  Business Response

  Date: 06/11/2024

  We are really sorry that you feel the way you do and are a little confused. As shared, ***** is in fact a purebred Cavapoo. According to our records the Sire is a purebred Cavalier ******************************* with a registry registration number on file and the Dam is a purebred Poodle, also with an registry registration number on file. *****s breeder is fully certified and meets or exceeds all industry standards. We reached out to clarify the matter and provide the factual and pertinent information to allay your concerns. We regret that we have not been successful. 
  
  

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21777889
  
  I am rejecting this response because: Adding to the disappointment, PuppySpot had the audacity to refer to me as "confused" regarding my position, which is incredibly insulting. They are simply twisting their words and lying about their breeding practices. They claim that the mother of the puppy is a purebred poodle just because she has a registration number with the *************************** (ACA). I spoke multiple times with representatives at the **** and they explained to me that they register all types of dogs without requiring proof of pedigree. Without seeing the actual registration and reading its contents, the mere registration number is in no way proof of pedigree. PuppySpot stated: We reached out to clarify the matter and provide the factual and pertinent information to allay your concerns. However, they did not provide any factual or pertinent information, which would be the actual registrations of both sire and dam. All they did was repeat a statement over and over, which does not make it true! The company treats me as if I am ignorant, confused, and stupid, but in reality, they repeatedly refused to present me with the actual ACA registration. They came up with a million excuses but do not provide proof, instead choosing to treat me as "confused."
  If you are going to intentionally breed puppies of a specifically desired "designer-breed" and charge a ridiculous amount of money for them, I (who paid $4,000 for one puppy) not only expect, but demand that the two animals being bred are tested for good health and are purebred. There are no acceptable excuses for not doing so and certainly no excuses for explicitly hiding the parents' breed documentation and registrations. I have been defrauded, lied to, and now insulted in an attempt to minimize their liability and their false advertisements. I paid for a real Cavapoo which should have been bred from two pedigree-recognized pureblood dogs. I demand a full refund to end this deceit.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/18/2024

  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.

  I bought what was supposed to be a purebred Yorkshire Terrier from PuppySpot.com. I did a DNA test and found it to be 85% Yorkie. Purebred is 87.5%. The puppy came to me filled with parasites and an infected eye. They said they would cover the vet bills. They never did. I think the puppy came from a puppy mill, which they say they dont support. They are lying about covering the health of the dog for 10 years. They are lying about providing purebred puppies and at 3.8k they should be.

  

  Business Response

  Date: 05/24/2024

  Dear ******,

  
  We are so sorry that your experience with us has been less than perfect. Our goal is not just to meet but exceed customer expectations. 

  
  First, we can allay your concerns about (name of puppy)s pedigree. He/she is officially listed with *** registration, and both of his/her parents are also registered as purebred Yorkshire Terriers. We have worked for years with his/her breeder and they are fully licensed and comply with all federal, state and PuppySpot standards. I think the issue may lie with the use of Wisdom Panel to confirm your puppys pedigree. Per Wisdoms own terms and conditions they state,(our) products are not intended to be used to prove the pedigree or purebred status of a Pet and you are expressly prohibited from using the Wisdom Panel Products and Services as a way to establish the pedigree of a Pet, or otherwise use the Wisdom Panel Products or Services for any unauthorized purposes.  The *** registrations on file are considered the best indication of a puppys pedigree and purebred status. 

  
  In terms of ****'s eye infection and parasites, sadly both are common ailments associated with purebred Yorkshire Terriers. Its why in part we created the 10 Year Health Commitment, to provide new owners with a window of early financial support should a puppy come down with a condition. Obviously the breeders do their best to reduce the likelihood of either condition occurring, but the breeds genetic disposition is the real challenge. Our records show that we did reimburse you a total of $129.02 for treatments for both, which is consistent with the terms of the 10 Year Health Commitment. You can review the terms here: ******************************************************************************;

  
  ******, please let us know asap if you have not received the reimbursement or if we can help you in any way. Our primary concern is and always will be the health and well-being of the puppies, and the happiness of the people who adopt them. 

  
  Thank you for your feedback and for being a customer.
  

  
  

• Initial Complaint

  Date:04/22/2024

  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.

  When we picked up our puppy, we was sent home with twelve vials of three different kinds of antibiotics. Upon taking him to our Vet shortly after adoption, our Vet was shocked at the strength and amount of antibiotics that were given to us, and he was also diagnosed with an ear infection and Giardia, which required weeks of treatments, and follow up visits to our Vet. He aslo has an overbit (which was not disclosed at the time of purchase or pick up), which my require future treatments and expenses from a canine orthadontic specialist. During our "Meet and Greet", the "Breeder" was unsure of the puppy's mother's name, and was confused as to how many puppies were in the liter. Upon further research, finding the "breeders" ******** page, they have pages and pages of puppies available of all different breeds. Puppyspot guarentees that they do NOT work with puppy *****, that they guarentee the health of their puppies, and that they have accredited AKC breeders. If that is true, despite our "breeders" being "preferred breeders for 11 years", according to Puppyspot, we can only conclude the "breeders" are working with a vet that does not know what AKC standards are. The other problems incude vaccinations being done too early, rendered ineffective, and had to be repeated. Cosmetically, our puppy's tail was docked too short, and a dew claw was not removed. We have submitted our puppy's Vet bills to Puppyspot, and continue to get passed person to person at the company. When we expressed concerns about these "breeders", we were told that someone from the "Breeders Management Team" would be in contact us. That was over a month ago. We have not heard from anyone in that department. It is VERY concerning that this company DOES work with puppy ***** and is potentially sacrificing the health of puppies and the breeding parents.

  

  Business Response

  Date: 04/30/2024

  We are so sorry to hear of ***** issues and hope he is doing much better. Per the terms of our health commitment, we have refunded you the $263.89 to cover the expenses you incurred regarding your concern for Ochis health. Please know that our team works to ensure that all our puppies and customers are taken care of every step of the way and that our standards of care are the highest in the industry. We screen every Puppyspot breeder to ensure they meet our Breeder Standards and that their puppies are being raised into a clean, safe, and loving environment. Ochi was.But when a customer is unhappy, we are unhappy too. Upon receiving your complaint, we immediately reviewed ***** care and travel prep history to identify potential errors or omissions in our process. We also called a meeting with Ochis breeder and the veterinarian to confirm that all of Ochis vaccinations were within state or federal guidelines which they were, if on the early side of the recommended range. While all care protocols were adhered to, we are using your feedback to double check and if possible, improve our systems. Ochis wellbeing, and the wellbeing of every Puppyspot puppy is our top priority. Feedback is critical to make sure we are delivering on that commitment. Should you have any further suggestions or questions, please contact us at any time. We will make sure to respond immediately. Thank you for your help and understanding.

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21610121
  
  I am rejecting this response because:

  The refunded the dollar amount mentioned in this response differs from the amount told to us on the phone. However, to date, we have NOT received any refund of any dollar amount. We suspect, if Puppyspot did attempt to issue us a refund, they tried to use an outdated card, which would have been bounced back. Puppyspot has not contacted us back for a different way of issuing the refund. The monetary issue is part ONE of the problem, due to Puppyspot touting that they have happy, HEALTHY puppies. As we previously mentioned, our puppy ARRIVED with a number of health problems. One of which, is potentially a long term and costly problem.

  Part TWO of the problem, and most IMPORTANTLY, while Puppyspot is very proud of the fact that they don't support puppy *****, they DO support "Commercial Breeders." And, we use that term loosely. From our research, "commercial breeders" can be as bad, if not worse, in terms of the condition their dogs are kept in than puppy *****. See our "attachment". We DID NOT KNOW that our puppy came from a "commercial breeder'. If we had, we would not have done ANY business with Puppyspot. It apprears as though these types of companies hide behind the ***** which from all of our research, appears to be completely inept to ensure the health and safety of animals. Obviously, this is a way bigger problem than what is going on at Puppyspot, who insists they can and do also inspect their commercial breeders at anytime. Our question is, do they?? If so, I would like to know when the last time was that they inspected *****************************, who Puppyspot insists is a "preferred breeder of 11 years" with their company. Would Puppyspot like to comment on when their last inspection was, and what the reults of their findings were? Puppyspot wasn't even aware, until WE brought it to their attention, that she was affiliated with at least half a dozen pet stores in *******. Puppyspot only shows that she does business in *******

  
  Sincerely,
  
  ********************* and ***********************

• Initial Complaint

  Date:02/17/2024

  Type:Customer Service 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 purchased a puppy with puppy spot on 1/1/24. They state they deliver the puppy in 2-3 weeks but our puppy was delayed until 1/31/24. Out puppy arrive with fraudulent paperwork, unsocialized and covered in urine and f**** I found out the breeder is a puppy mill despite the company stating on their website they do not work with puppy *****. They also state on their website that they have a health guarantee and require the breeders to do certain vaccines but the puppy arrived without these. So far the company has stated they have done nothing wrong and will not issue a refund or apology. This company needs to be investigated for false claims, selling puppy milk puppies, and not living up to any of their guarantees, I have already submitted a complaint with the ****

  Customer Answer

  Date: 02/24/2024

  The business has contacted me, provided a refund, set up a plan of action, and had taken appropriate steps to correct my complaint. I wish to mark my complaint as resolved.