Complaints

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• Initial Complaint

  Date:12/03/2023

  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.

  On 7/5/23 I bought a new 4 month old puppy from dreamcatcher hill. I didn't realize he was sick until I got him home. they had cleaned him up and made him look great for me to look at him, but after getting him home, I noticed several issues, beginning with blood in his stool. I contacted the breeders and told them of this. we communicated back & forth. after a couple days his stool looked to be clearing up, but he still was lethargic, and constantly scratching/rubbing his eyes and head. I made an appt at a vet and they told me he had massive ear infection and eye infection which he'd had for a while. I was given meds for him and needed to b ring him in for checkups weekly.
  
  reaching out to the breeder again, I asked for refund for the puppy or for them to cover the vet bills. I never heard from them again.
  
  they are selling sick/unhealthy puppies and don't care about the puppies or the people buying them. they just want money.

  Business Response

  Date: 12/22/2023

  This is third West Highland White Terrier she purchased, and she was happy with the first two. She was going to bring the puppy back on 7/7/23 but didn't make it. She decided she didn't want to bring him back. She would've gotten a refund at that time if she had brought him back on that date. The very next day, on 7/8/23, she said he had diarrhea, which is normal. A new puppy can have loose stool and blood from colitis. Which is basically an upset stomach from moving to a new environment, stress, and water change from living in a new environment.  She is complaining that he has one eye that has discharge. I told her that maybe he had been scratched or have something in his eye. I told her how to treat it because she had not gone to the vet yet. By contract people are required to take the puppy to the vet for a check up within 2 business days, and she did not do that. She said that he was also lethargic. I told her he had just received vaccinations and they could act little lethargic or run a fever because of this, which is normal. The next day on 7/9/23 I email her to check and see how things were going. She replied that he was doing great, running around with her other dog Addy, eating normally, his potty was normal and his eye was clearing up. I replied the same day that I think the combination of the move and getting vaccinated at the same time may have been too much for him, and I was so happy he was almost back to normal. She then emailed me on 7/28/23, that she had taken him to the vet and he had an ear infection, an eye infection and she said because he pad periodic blood in his stool. The vet found nothing to cause the blood in his stool or diarrhea. We had two long emails back and forth about it.  I was confused because I had not heard back from her until almost 2 weeks later, and the last I heard he was doing great. She wanted me to pay the vet bills or a partial refund on the dog. I told her I would give her $100 to pay for medication, and the bill it would've cost me if I had taken him to my vet. I told her I was confused because I hadn't heard from her until almost 3 weeks later. She said that she thought he was better when she wrote back. I never heard back from her again until I got the letter. If she had stayed in contact I could have given her more tips for what was going on and to help with the puppy. Usually people stay in contact with me. I so wish she would've returned the puppy if she was unhappy with him.

  Customer Answer

  Date: 12/31/2023

  they did offer to pay $100 in vet bills but the bills came to $1000.00  not 100.  they also did NOT offer to take puppy back and give me a refund.  i brought up the subject of return of the puppy for refund and she keep telling me to give it more time to see if he would get better and all this was usual for puppies.  but it's not usual if its a healthy puppy. I didn't have any problems with the first two, it was the third one that was sold unhealthy.

  I did let her know my puppy was getting better for a day or two, but he was still having health issues and he had a re-lapse.    this was a puppy that had been returned from another buyer.  i don't know why the first  owner returned him but i felt sorry for the little guy.   but i wouldn't have bought him if I'd known how sick he was an how many health problems he had.

  they used to only sell westies as their primary dog breed.  in the last several years they now focus on selling other dog breeds and westies are no longer a priority so they aren't as well cared for.