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:10/06/2023

  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.

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  Sincerely,

  Please see attachments provided. 
  
  
  
  ***** ******

  Business Response

  Date: 10/16/2023

  Monday, October 16th 2023
  Response to ***** ****** and the Better Business Bureau
  Complaint ID: ********
  
  To Whom It May Concern, 
        My name is Jack P****** and I am writing on behalf of The Puppy Palace in Manchester NH to respond to a complaint filed with the Better Business Bureau on October 6th, 2023 from ***** ******. My position at The Puppy Palace NH is Store Manager, I work directly under the owner, Praveen T********. This complaint, ID ********, is regarding a puppy purchased on August 27th, 2023. This puppy’s name is Chili. 
       Chili arrived at The Puppy Palace on June 22nd, 2023. Two days later, we received test results from our veterinarian for a fecal sample submitted from Chili. This test is an Ova and Parasite test which determines whether or not a puppy has a parasite. Chili’s test result showed that he was free of parasites and intestinally healthy. There was no positive result for Chili’s Fecal Examination, indicated by Dr. **** ****** as NPS on Health Certificate #****** from 6/26/23. On June 26th, 2023, Chili was examined by our veterinarian where lung sounds, heart sounds, facial features were all inspected. Joint and abdominal tests were performed and every part of Chili was apparently ‘healthy on exam,’ warranting Chili for his first Health Certificate. 
       Chili’s respiratory health was constantly healthy from the day he arrived until the day he left, as indicated on three different Health Certificates, #******, #****** and #******. The only change from the initial health certificate from 6/26/23 was Chili’s weight, vaccination status and fecal examination status. Chili gained weight and received vaccinations to keep him up to date with essential puppy vaccines. Chili contracted giardia between 7/27/23 and 8/4/23 and was successfully treated with deworming medications Fenbendazole and Ronsec to produce negative results for his final fecal sample examination on 8/15/23. Following these results, he had an exam on the following day (8/16/23) and was again deemed ‘healthy on exam’ by our veterinarian of record. As an entity transferring ownership of a dog, The Puppy Palace must possess a Health Certificate that was written within 14 days prior to the date ownership is transferred. Ownership of Chili was transferred with the consent of ***** ****** and The Puppy Palace on August 27th, 2023. Proof of this is attached to this response and indicated in the form of fecal tests and official Health Certificates from our veterinarian, see Chili Fecal Sample Results and Chili Health Certificates attachments.
       Chili was at The Puppy Palace NH facility for 67 days and his perfect health was maintained throughout his entire stay. Chili was a lively and sweet dog who had three exams which indicated that he was healthy, with the last exam taking place 11 days before he went home and just 4 days before ***** ****** willfully placed a deposit on the puppy without obligation. If there has been any indication of a disease, Chili would not have been granted a Health Certificate from our vet or allowed to go home according to The Puppy Palace NH Standards of Operations. 
       The Puppy Palace offers all of our customers a 14 day health warranty, per NH AGR 1704.07 which states that "Under state law you have the right to inspect the official health certificate containing a description and medical history of any dog or cat or ferret offered for transfer and to have a copy of such certificate for any animal you may obtain." It is also stated that "Under state law, within 14 days of transfer, you may have the dog, cat, or ferret examined by a licensed veterinarian of your choice.  Unless such exam indicates the animal is free of disease, you may obtain a substitution of a similar animal of equal value or, at your option, a full refund of any money exchanged at transfer but only if within 2 business days of such examination you return the diseased animal to the store along with a written statement from the veterinarian that the animal was not free from disease." 
       ***** ****** presented The Puppy Palace NH with records from ****** ********** Hospital on October 9th, 2023, 43 days after taking home his puppy Chili and 3 days after we received his complaint from the BBB after I called him and asked for medical records. Upon reviewing the records from ****** ********** Hospital, I observed that the diagnosis for Chili’s hospitalization from 8/29/23 to 8/30/23 was “anaphylactic reaction vs. toxin ingestion,” per ********* ****** DVM (see attached document Chili ****** Medical Records). This diagnosis does not fall under the AGR 1704.07 consumer rights warranty. 
       I believe that the documentation from Dr. ****** and Dr. ****** indicates that ***** ****** was not “sold a sick puppy,” and that he is not eligible for a refund in this case. It is very unfortunate that Mr. ****** endured the hardships both emotionally and financially of seeing his puppy Chili become hospitalized, however this hospitalization does not fall under the responsibility of The Puppy Palace NH.
  Sincerely, 
  Jack P******
  Store Manager
  The Puppy Palace NH
  
  

  Business Response

  Date: 11/01/2023

  November 1st, 2023
  BBB Complaint #********
  The Puppy Palace NH
  
  Dear Mr. ****** and Whomever Else This Concerns, 
  My name is Jack P****** and I am responding to a complaint from Mr. ***** ****** about his puppy Chili which was sold to him from The Puppy Palace NH in Manchester NH. 
  Previous communications have been made through the Better Business Bureau about this matter on 10/5/23, 10/16/23 and 10/23/23. I am responding to the most recent testimony from Mr. ******. 
  Mr. ****** purchased his puppy Chili willingly and was provided a complete medical history to assist him in making an informed decision. At the moment of transfer, Mr. ****** was given the most recent New Hampshire Health Certificate (#******) which included his puppy’s Vaccination procedures, Fecal Examinations and Deworming procedures. At the moment of transfer, Mr. ******’ puppy was completely healthy and free of disease, per Dr. **** ****** DVM 2859. The bout of Giardia that Chili had while at The Puppy Palace NH is irrelevant to Chili’s hospitalization on 8/29/23 because it was resolved on 8/15/23, see page 3 of attachment from 10/16/23 named Chili Fecal Sample Results. NH Health Certificate #****** was reviewed and retained by Mr. ******. This document stated every fecal sample result and provided a full history of Chili’s examinations. 
  On page 18 of the ****** ********** Hospital SOAP Notes (attached on 10/16/23 as Chili ****** Medical Records.pdf) is a discharge summary which specifically says that the diagnosis is either a toxin or allergic reaction as the ultrasound indicated no genetic liver disorder and no liver shunt was seen. An allergic reaction or a toxin is not the concern of The Puppy Palace NH. 
  The Puppy Palace NH is more than willing to cover everything it is responsible for, per NH warranty and our additional warranties. Mr. ******’ invoice and diagnostic reports from ****** ********** Hospital indicate that his puppy’s diagnosis was not the responsibility of The Puppy Palace NH and that his puppy Chili was free of disease. 
  I apologize that it was not clear to Mr. ****** that he should share with The Puppy Palace NH his relevant invoices and diagnostic reports in order to begin processing a claim, though this does not change that the diagnosis of Chili’s hospitalization was an incident which The Puppy Palace NH was not responsible for. 
  
  Sincerely, 
  Jack P******
  Store Manager
  The Puppy Palace NH

• Initial Complaint

  Date:08/07/2023

  Type:Sales and Advertising 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.

  We went to the puppy palace on July 16th and absolutely fell in love and bonded with a blue frenchie, previously named Paris. They asked for $7000 total. Knowing she was way over priced, I continued by applying for their finance plan. I applied stating that I would put $1000 down and finance the remaining $6000. I was told I needed to put the $1000 that day and would be able to take her home by the end of the week. I did not sign any type of contract regarding a security deposit or anything and they claimed their system was down, so they could not supply me with paperwork. I have visited every day while waiting for her health certificate. Details can be provided on back and forth Iof the lies regarding her illnesses, etc. But I have a limited space to type. End result is that I was told she has a parasite and is being treated. They lied initially, telling me that all puppies get antibiotics upon arrival and that's why she had a runny nose and couldn't come home. When I expressed my frustration and tried to back out, they told me that the $1000 is non refundable and that's their policy. When I asked to see their policy, they had nothing to show. This is fraud. How can they keep someone's money without having any type of contract or signature of acknowledgement? I have my bank statement as proof of payment, other than that, they haven't supplied any documentation, receipt, etc. My kids and I fell in love with this puppy and it's the only reason that I decided to continue business. My heart broke thinking about leaving her there after all the time we have spent with her. I can't help but think of how many people they have done this to and how much money they have made illegally. Also, they just started "requiring" donations to play with puppies. There are no signs up anywhere. I would like for this all to be looked in and anyone who has been scammed by these people should be refunded. There is no way this is legal.

• Initial Complaint

  Date:07/05/2023

  Type:Delivery 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.

  Transaction took place on 6/3/23. Found a bright and lively Shih Tsu named Theo. Put down a debit card deposit for $500.00 on the puppy based on the representative's recommendation. Was told the puppy would be ready after vet checked puppy's health. Went to pick up the puppy June 7th and was told the puppy had a parasite. Would be provided medication and the puppy should be ready within a week. Visited with puppy at the Puppy Palace June 7th. Played with the puppy at the Puppy Palace and the puppy was lively and alert. Was told lab reports hadn't come in yet. Visited with Puppy at the Puppy Palace June 10th with the same response. Visited and played with the puppy on June 12th and June 14th. Was told the puppy had a slight cough and was being treated. Did not notice the puppy coughing during visit. Visited the puppy the 19th and was told the puppy had a respiratory problem and shouldn't be disturbed. Waited to hear from the Puppy Palace that everything was ok. On the evening of June 24th The Puppy Palace called me to say that the puppy was ready to pick up. I told the caller we were no longer interested in the puppy and I was requesting my deposit back. I was told normally the deposit was non-refundable but given the circumstances, yes. I was called back an hour later and told the deposit was non-refundable. I visited the place on 6/28 to pick up a sweater we had left and again asked for my deposit and was firmly told no.
  I admit, I'm now curious how often a dog could be recycled in this manner to reap non-refundable deposits. As the transaction was not completed in a forthright and prompt manner, I believe I should have my deposit refunded. The puppy is now displayed on their website.