Complaints

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• Initial Complaint

  Date:03/14/2023

  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 Goldendoodle puppy from Stacy A******* on 2/15/23 and picked up the puppy ("*****") on Friday, 3/3/23.
  On Monday, 3/6/23, ***** vomited all night and in the morning was extremely lethargic. I took her to our family vet, who we have gone to for 15 years, and at that sick visit, ***** tested positive for Parvo and 2 other intestinal parasites. I immediately contacted Stacy from the vet's and her initial response was that our vet's test was inaccurate and that it couldn't be Parvo.
  Our vet recommended taking ***** to the VMC emergency clinic in Dewitt for critical care. Within hours, she was admitted to their ICU for treatment of the often fatal parvovirus. I heard nothing from Stacy during the time ***** was hospitalized.
  When ***** came home, I sent the paid invoice from the emergency clinic ($5265.20) and Stacy replied that she would reimburse us for that bill. She then sent a refund of $734.80, which was the amount due back to me from the $6000.00 deposit the emergency clinic required for ***** to be admitted. I responded with that information and Stacy replied with more misinformation about it being impossible for ***** to have Parvo and that she would only be able to refund us the purchase price of the dog ($2500).
  There were several other email exchanges that included offensive, unprofessional and blatant untrue information. For example, she stated in one email that she spoke to our vet who told her that ***** contracted Parvo under our care. Firstly, when I contacted our vet and the 3 emergency clinic vets, they all confirmed that Stacy did not make contact with them, nor would they speak about ***** with anyone beside my husband and myself.
  We repeatedly asked for the paperwork from Stacy's vet that cleared her for sale and she never once answered that email.
  ***** is alive because of the care that she promptly received and we feel strongly that the breeder should reimburse us for this, as she absolutely became sick under Stacy's care.

  Business Response

  Date: 03/23/2023

  We do not have any diseases here in our facility, their vet even told them and us that the illness could have come from anywhere after leaving our facility. We refunded them and not just a "reasonable" amount, we went above and beyond refunded them the price of their dog, the price they paid us. We asked vets in their area how much the cost would be for the exact same treatments their dog received and we were quoted 700-900 which would have been all we would have been obligated to provide them back (a fair and reasonable cost for treatment per the New York State Law)). They should be reporting the vet office that they went to who clearly took advantage of them, sadly this fell on us for something that did not occur from our facility. 

  Customer Answer

  Date: 03/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The breeder continues to make false claims -- she has not contacted any of the veterinarians that have cared for our puppy.  Regarding her claim that she contacted area vets for the exact same treatment, please reference the attached letter from the emergency clinic vet, as well as the letter from our family veterinarian which outlines the reality of our puppy contracting the multiple viruses she became critically ill from.Our expectation is that this breeder is held accountable for selling us a sick puppy and we are extremely concerned for future puppies coming from her facility.
  
  Regards,
  
  ****** *****

  Business Response

  Date: 03/29/2023

  We spoke directly to the veterinarians office that saw this dog and owner, they confirmed it was seen by them, they further confirmed that the virus could have been contracted anywhere, the incubation period is UP TO 10 days,, it can incubate in 2-3 days as well. We also spoke to both the state inspector and our own vet who all also confirmed it could have been contracted anywhere and our vet confirmed they did not have any cases in their office when they had a home visit to us or before that. Our inspector reminded us of the state law that states for 14 business' days after receipt of a puppy by buyer we are responsible for a reasonable costs related to any treatments needed, the cost this customer paid was unreasonable but we refunded the maximum allowable amount per the law, we refunded the full purchase price of the dog. Regardless of all this this customer received a full refund and is now haggling because they were taken advantage of by their vet who charged an unreasonable amount for a treatment. It is absurd to ask a business to pay above and beyond by far what they have already lost on this, they chose to go to an overpriced clinic and we did everything in our power to accommodate them. We do not have illnesses here, we still have puppies from the litter in training with us that are thriving so clearly we did not cause this illness and we refunded the customer in full for the monetary compensation we received from them for the purchase of the dog. Enough is enough, the customer was compensated and now have a free dog.