Complaints

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

• Initial Complaint

  Date:07/09/2024

  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.

  We purchased a puppy on July 6 and we took her directly to their Vet to ensure their health guarantee- puppy tested positive for coccidia, giardia, and kennel cough. ***** had to spend time in ************** within hours of having her to save her life. Diamonds and Doggies will not respond at all. Other puppies were with her on multiple days that we visited. These illnesses are highly contagious and deadly to small and or young puppies. My concern is for all the other puppies there and families that adopt and take them home to other pets who get infected. Humans are also able to get these parasites!

  Business Response

  Date: 07/11/2024

  Ma'am,

  If you did indeed call us within 20 minutes because of these issues, as you said, you would have been informed to bring the puppy back to us since you are only five blocks away, as you have stated. You were instructed at purchase that should anything happen, bring the puppy back to us straight away since they are tiny and fragile. Any disruption - such as a change in environment - can cause them distress. You could have brought the puppy back to us and we could have taken her to our vet, who was on standby at a practice less than a mile away, instead of taking her to an expensive emergency clinic that charges super inflated prices - and we would have handled it at our cost. You did not do that, and instead went to an emergency clinic that knows nothing about the puppy. You also had free insurance activated from trupanion that would have covered half of the cost.
  

  Please let us know what you would like to do instead of threatening us or writing this fabrication on here and other forums.

  Customer Answer

  Date: 07/13/2024

   
  Complaint: 21964635
  
  I am rejecting this response because:
  
  This business was not open at the time the puppy started to fail. It was at 5:00am. I had no option to bring her there as you were closed. My concern is with the health and welfare of other dogs at your location, being handled by humans and put together in the cages or kennels due to the parasite infestation that you have there. These are very dangerous, not only to animals, but humans as well and is a health concern for the city. The puppy has been in hospital in ****** since we arrived back home. Our medical costs are now reaching 10k. Getting a puppy should be a happy experience- your business practices ruin that for far too many families after reading the reviews - this is not an uncommon occurrence with your business.  Humans are also able to get these parasites from infected puppies. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/15/2024

  We are sorry for ****************** aggrevation, but we are not clear as to what she is requesting from us. Unfortunately discontinuing our business is not an option for us. 

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21964635
  
  I am rejecting this response because:

   

  you keep telling me that I had insurance on her however, the insurance will not cover anything for 30 days as you well know and I was not signed up by your company nor the vet you sent me to. I signed her up when I returned home. The vet bills have exceeded $8000 now. At the very minimum I would like a full refund of ********. I have already attached copies of the emergency clinics where she had to stay for more than six full days. I cannot make you change your practices, but it is very unsafe for all puppies and humans. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Firstly, I would like to say that I am being pressured to do this to make others aware of the risks with getting a puppy from a puppy store. I ************* so much, I just wish he was healthy. I have no regrets, but I will NEVER purchase from a puppy store again. I purchased my puppy on 10/15/22, he was sent home with antidiarrhea medication and he had a cough, to me I figured it was one of the many noises that come along with having a frenchie because it was happening when he woke up, we thought this was his way of needing to go out. On 10/16 I flew back home to *******, signed up for his pet insurance the following day and by the weekend it seemed that he was coughing more frequently. I took him to a walk-in vet on 10/22 when he was sent home with an upper respiratory infection and antibiotics. I was monitoring him sleeping and sending videos to the vets and they said his breathing looked pretty normal for his breed but on 10/27 we realized he his breathing seemed rapid and uncomfortable and I took him to the vet. There the vet listened to his lungs and said she heard fluid and suggested an **ray. We did the **ray and she told me she recommends 24-hour care for pneumonia because it is past the point of going home with antibiotics. I took the puppy to a 24-hour hospital where he received amazing BUT EXPENSIVE care and was then diagnosed with Giardia (parasite). At this point he was around no other animals besides my family dog, whom did not have *******. We have had to go for follow-up **rays, antibiotic shots due to the diarrhea, and we are still caring for the unknown cause of diarrhea seeing as though he no longer has *******. As of right now, he seems like a happy puppy, but has constant ****** diarrhea and I am stressed and pressed with vet bills totaling over $3,500 so far. Insurance does not accept the claims due to the time of the illness. I have also reached out to the store for assistance since he was sent home with diarrhea medication and a cough.