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:08/28/2024

  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.

  July 8, 2024 we picked up this puppy,Was initially promised a puppy to be a guardian family for but breeder sold this puppy and convinced us to purchase one instead. Would not allow visit to her location. Paid her half and picked up the puppy from an employee and not the breeder herself in a ********** parking lot, only to find he wreaked horribly due to an ear infection/mites, he had mange/demodex, kennel cough, giardia, coccidia, dehydration. ******* requested vet records which she received. When questioned before pickup about the puppy's health, we were told her vet said he had allergies, and she said the mange was "puppy uglies" (at 11 weeks). Calls to the vet determined that this puppy had never been seen there. Pamphlet provided ***'s name erroneously since they had never seen this dog. The only resolution by this breeder was to pick up the puppy who had already infected our other pets. Now almost two months later we are still dealing with ****** cough, coccidia and giardia doing the rounds of our pets. We notified the breeder that we would not be paying the rest of her fee and she offered nothing else, not even sympathy. She has zero reviews to find anywhere, her address was very difficult to find. We are now into vet bills totalling more than the cost of the puppy and we want to be made whole. We believe she is unethical and poses a threat and harm to her other animals as well. She is the definition of a puppy mill, which she purports to be different then them. WE REQUEST A REFUND OF OUR MONEY AND TO BE PAID THE MONEY WE SPENT ON VET BILLS.

  Business Response

  Date: 08/28/2024

  Hello ******,
  
  
  I have received the BBB complaint and would like to respond. In the 10 years I have been in business I have never once had a complaint. We had a dog that had kennel cough and mites that I was unaware of and we have since updated protocols and quarantine procedures. My vet can speak to my ethical practices and quality of dogs care and health. I have licensing through the county and always welcome ***** for a visit anytime. He can also attest to the high standard of care, cleanliness and professional status we uphold. We take better care of our dogs than most pet homes. I candidly share my life and puppies on social media as well. 
  
  
  The buyer asked for ***** in a payment plan which I agreed to in regards to the Puppy she purchased. I have never done a payment plan and going forward will never do it again. She paid ***** of his total ***** purchase price was was also reduced to fit her needed parameters. Every step of the way she was asking for more and more give to her needs- and I complied. 
  
  
  Sadly, this was a case where something was brought to my attention after the fact and we responded promptly and respectfully. I have never had experience or infection of kennel cough or mites. I offered solutions such as deducting from the balance that she owed me as well as picking up the puppy and refunding her in full- all of which was unsatisfactory to her. I explained this has never occurred and we are addressing the issues that were raised and discovered. I had a very candid and transparent conversation about ******* as well. She signed a contract knowing that it was a high chance he would have this due to the mutations and resistance to typical wormers. We have had puppies leave since he left- with no issues at all. 
  
  
  She never made any additional payments beyond the deposit which was ***** and contractually signed to occur- she decided on her own to cease those payments without a mutual agreement or understanding. 
  
  
  I will not provide any refunds and not have the Puppy returned to me. That is not feasible solution in my eyes to NOT be paid in full, refund 2000 and NOT receive the puppy back. I refused to communicate with her when she began being rude and uncooperative towards any solution proposed. I keep my home closed to visitors for the very reason that the issue occurred with the two puppies that got kennel cough. It opens my home up to an unsafe amount of exposure, although she was unwilling to hear that as well.
  
  
  I am happy to answer any questions or arrange a phone call, but I will not be refunding her without the return of the puppy. 

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22178147
  
  I am rejecting this response because:

  the owner seems much more concerned with her financial loss than the fact that she sent a puppy home that was this visibly sick by appearance and smell. We would have no idea of knowing whether or not she has had this issue before because there are no reviews to be found anywhere about her business accept for her website, which she is in control of. In 10 years in business, someone must have at least left a "good" review, but you cannot find those anywhere on the internet. She also has many aliases for her business name and personally, making it difficult to track any negative publicity. Any information from her vet was not provided on this puppy nor was this puppy seen by the vet indicated on her brochure. Calls to that vet determined they never saw this puppy. The owner also would not provide any actual vet notes for him, as she had requested from us and she received. Her offers of a refund or to pick up the puppy were not enough to keep our other pets healthy, as he had already exposed them and we are still dealing with it two months out with significant expenses. In addition, seeing that she obviously had no idea that this puppy was this sick with mange/demodex, hair loss, kennel cough, ear infection/mites, coccidia, giardia, roundworm, and dehydration, tells me she is either not well informed about dogs, unethical, or trying to hide something. Honestly, we were worried she would not take good care of this puppy based on what we saw and/or would try to sell him to some other unsuspecting customer. Her only suggestion was for us to get pet insurance. Why would we do that when we were guaranteed a healthy puppy? We have huge concerns about the business she is running and the safety of the animals there. As a reminder, she did not allow visits to her location nor can you find her address anywhere. All this is very suspicious despite her claims of never having any issues.

  Our demand is unchanged. We would like to add that her business should get routine visits for well checks for the sake of the animals welfare and the facility should be examined by the ********************* regularly. 
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 09/03/2024

  The puppy WILL NOT be returned as he has now adjusted to his new family and new life and is in better health than when he was received. It is in his best interest to keep him where he is as he is receiving better care than what he was at the breeder's facility.