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:01/09/2025

  Type:Billing 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.

  Dear BBB: On January 7, 2025 I contacted B&S Kennels because I was looking for a female Jack Russell. I looked on the website and decided on one #14. I was told they needed a deposit so she charged $300.00. Later, I was informed that the PET TRANSPORT would be another expense; and that THEY WOULD NOT BE ABLE TO DELIVER THE FURBABY TO MY HOME, and that we had to drive 45 minutes or longer, depending on where they would be. I just did not feel comfortable with these arrangements. The cost of the puppy was $650.00 and the PET TRANSPORT would be another $400.00, so the total would be $1050.00. I started to think that that was alot of money not to be able to have the 12 week old baby delivered to my home. I started looking for quotes from other reputable pet transport companies but they wanted more money. I was supposed to pay her the balance of 750.00 by FRIDAY, JAN. 10. However, I sent her a message yesterday, Jan. 9 to let her know that I wanted to cancel as I did not feel comfortable with the arrangements in delivery the 12 week old Jack Russell. ****** ****, the owner was VERY RUDE and she INSISTED that she had already booked the pet transport company and that she would have to pay them 100.00. She never said anything about refunding the rest of my money which was $200.00. So I would like a refund of $200.00 since I NOTIFIED HER BEFORE THE PAYMENT WAS DUE, THAT WANTED TO CANCEL THE TRANSACTION. I UNDERSTAND THAT SHE BOOKED THE PET TRANSPORT AND HAD TO PAY THE $100.00; BUT SHE SHOULD SEND ME A REFUND FOR THE $200.00 THAT I PAID AS A DEPOSIT. THANK YOU FOR YOUR ASSISTANCE IN THIS MATTER.

  Business Response

  Date: 01/11/2025

  In response to this complaint. I have been dealing with a lady from California and that is who paid the deposit on the Jack Russell Terrier puppy. In my opinion she is the customer. She has reached out to me throughout the whole process and told me to book the Transport as the pup was going to Florida to her mother as a late Christmas gift. So, I booked the Transporter. She also told me the final balance would be paid on Friday in full ($750) this covered the balance on the pup and transport fee. I said that would be fine. So, I started getting all the necessary paperwork done so the pup could cross State lines. Alot of time is spent getting all of that done. Also, I had to schedule a Vet appointment for the puppy to get a health certificate which is required by law so the pup can cross State lines. So, the appointment was also going to be another expense. I was polite and professional in every way as I have gone back and looked at the emails and texts. I reached out to the lady in California and sent her a text saying that if she wanted to wait for a different litter of pups that would be born in about 5 weeks that her deposit could go towards that litter. I have heard nothing back from her. I told her also that her mother was making threats to report this matter. I told the lady in California in a text I was sorry for any confusion or any misunderstandings, if any. On our WEBSITE ******************** it clearly States that the deposit is non-refundable. The Florida lady had a fit that the transporter charges a fee and that they run a route and that she was going to have to meet them 45 minutes from her home. They are their own Company and do their own business. I have NO control over them. Thank you. 

  Business Response

  Date: 01/14/2025

  To Dispute Resolutions: First read both complaints and note the discrepancies. We read the instructions not to I.D. the consumers, therefore we did not call the consumers by name! Also, she says in the 1st complaint that she found a puppy on our website and wanted #14. She then notified us and wanted puppy because it was like the last dog she purchased from us 10 years ago. On our website it clearly states the $300 dollar deposit is non-refundable. Her daughter then notified us and wanted to pay the deposit as a late Christmas present for her mother. Her daughter conducted ALL of the business. She paid the deposit on the pup her mom had chosen on our website and told us to make transport preparations. We chose the most reliable and economical transporter, but they run a route, and you have to meet them 40 minutes away from her home. She wanted them to deliver to her door, but she looked for her own shipper and found out it would be a lot more, so she wanted to cancel. We told her it was a non-refundable deposit, and we would let her pick a puppy out of the next litter so she could grieve for her dog. She insisted she wanted to cancel and then wanted us to refund the deposit to her daughter. She really wasn't the one who even purchased the dog as her daughter handled it all. We haven't heard from or been contacted by the daughter since this began, there is a lot of contradictions in the 2 complaints. So, we don't feel as we need to do anymore.

  Sincerely, ***** & ****** ****

  Customer Answer

  Date: 01/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  There are discrepancies in the last message by the seller.  I explained that I could not drive 40 minutes to pick up the puppy as I no longer drive due to health reasons.  If we are going to spend money to have a puppy delivered, the least they can do is deliver the puppy to the buyer.  My daughter did pay the $300.00 deposit but we are the ones who will be paying the final balance plus the pet transport on the puppy we choose.  *** **** was extremely gracious and he did offer us a puppy that would be ready on 2/15/25, however we declined.  I explained to *** **** that we were looking for an all white female Jack russell puppy with FEW tan markings.  In their email, the ***** explained that if we did not want the puppy they had offered, that we could wait until the next litter.  So we have opted to wait until the next litter.  I responded to *** **** via email confirming that we will wait for the next litter.  I want to express my appeciation to the ***** for their willingness to continue to help us in choosing a puppy.  I also apologize to them for any inconvenience I have caused them. Thank you.
  
  
  
  Sincerely,
  
  
  
  Nadia Dombrowski