Complaints

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• Initial Complaint

  Date:05/11/2023

  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.

  I paid $3000 for a bordoodle (named Agate by breeder (*****************************), named ******** by me) in November 2022. The puppy went to a puppy-trainer that the breeder chose (At Your Service, *****************************). The puppy was deemed unsuitable for anyone but a professional trainer who could devote several hours a day to him (agressive temperament). I was asked to relinquish the puppy. Before doing so, I was assured of a replacement puppy. Here are my complaints:1. ** the relinquish form contract, I agreed to not write a negative review on any social media. This is against the Fair Trade Act--it is illegal.2. Within 48 hours of relinquishing my puppy, I was told by the breeder ****** that it would be "VERY difficult" to find a new puppy for me and that I had "plenty of time." (exact quotes) I countered with "You have 3 upcoming litters, I'd like on of those." (paraphrase). Those 3 litters have been sold without ****** asking me if I wanted one. Clearly, she has decided fleecing me is the better option.3. I would like a full refund of my $3000. I will no longer accept a "replacement puppy" from this unethical woman.Please note: I am age 63 and this puppy would have been my first dog ever. I know absolutely NOTHING about puppies/dogs, and in hindsight, it is clear to me that she--along with the trainer my puppy was sent to--knew they could easily scam me, and they did. I doubt they scam everyone, but some of ** are easier targets than others.I will be filing a separate complaint against the trainer. I have uploaded one file that explains how I viewed the transaction at the time (before realizing I was abused financially) and two emails that illustrate my willingness to wait until this time to receive a puppy from her third (of three) planned litters.

  Business Response

  Date: 05/11/2023

  ******** received her ownership agreement that states if she returns the puppy for any reason, she is not entitled to a refund or a replacement puppy. But due to the circumstances I graciously offered her a FREE replacement puppy. However, we place puppies based on temperament- not color. I have not yet had a puppy with the ideal temperament that this very novice owner needs. Throughout the process of ******** being trained, it became evident that **** had very unrealistic expectations of what owning and raising a puppy will be like. ********, I am going to be extremely selective of which puppy I pair with her. Her countless *** and downs via correspondence throughout the process brought to light a nature and disposition I want to work cautiously with. I am not legally obligated to offer **** a refund or a replacement per agreement but am doing so anyway in offering a replacement puppy. I actually have two puppies currently that I have held as I was evaluating them to potentially be considered for **** but havent communicated that yet because I didnt want her to get her hopes up. 

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20047047
  
  I am rejecting this response because: (1) It is untrue that a replacement puppy has been withheld bc of my being a novice owner. I was not only offered 3 puppies before ********, but ********* had demonstrated a more difficult temperament than any other puppy I had seen until that time--and there were hundreds over a 2+ year period.* He clearly had neurodivergent tendencies, yet THIS MORE DIFFICULT DOG was the one she felt best placed with me--the healthier ones give her pause? 

  If I showed some *** snd downs in mood, those would be very much in keeping with the grief of losing ********, and very minor. Additionally, no phone call was placed between ** except the one before adopting him, and nothing in our equally short emails show "*** and fowns"--perhaps some confusion at best. I would counter that ****** was the one who could nor answer even simple questions about the relinwuishmrnt/replacement, though I repeatedly asked for clarification.

  it's easy for ****** to now state their might be a puppy available, now that I have filed a complaint. But she has refused to communicate with me since January. I know longer trust her. I would like a refund. She sold me a lemon, promised a replacement, and failed to do do after approximately 20 puppies were born.

  As for my having "unrealistic expectations": true, what novice puppy owner wouldn't? But these were never, not once, articulated to ******. They WERE articulated to her friend *******, where ****** placed the pup for training to overcome his temperamental challenges. And after one phone conversation with *******, my expectations were realigned--but obviously ******* did not inform ****** of this, or ****** is withholding this information. 

   

  Everything I say here can be proven through all the emails exchanged between me, *******, and ******. This last minute "Oh I might have a puppy for you after I've refused to community with you for 5 months" is just another one of ******** deceitful tactics. 

  I paid for an Oregon Bordoodle puppy in November 2022. I do not have one, 6 months later. I no longer want one from this breeder. She has shown nothing but bad faith.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/15/2023

  ******************,

  My side of the story is as follows:

  You were dishonest via initial phone calls about your experience with dogs. Otherwise I never would have approved your application or deposit. Overtime it became evident that you had no experience and your expectations were unrealistic such potty trained, not barking, etc We waited until the right puppy came along. Rubys boy, ***** was from birth - 8 weeks of age a very, very mellow puppy. He was shy and uncertain. Extremely affectionate and took direction well. I took video of this and posted to ******* to share with ******* (canine behaviorist). Together she and I agreed he needed a quiet, older owner that wanted companionship and would enjoy a more timid puppy. We all agreed formal training would help you have more foundational work on your puppy. Throughout the next several weeks, said puppy made a remarkable transformation. Still unlike any other I have experienced in all my years breeding. He became very active. Enthusiastic. ******** and had an intensity about him. It became clear he was no longer the same temperament according to ******* and you decided you no longer wanted him. This was after MUCH confusing and honestly quite alarming correspondence you and ******* shared. Nonetheless, I offered you a replacement puppy but your email said you felt God no longer wanted you to have a dog. So that was the end of it. Later you said you DID want one and I said ok, Ill let you know when we have one that fits your unique needs. 

  Please review the ownership agreement you signed 11/4/2022. The following agreement was made:

  Section: Seller Obligations, 4th paragraph 

  Seller does not guarantee the puppy will be able to complete service dog training.

  Section: Seller Obligations, 5th paragraph 

  Breeder will not refund money in whole or in part for any reason other than stated in this guarantee.

  Per contract, reasons breeder would refund are as follows:

  This puppy is guaranteed for life against being affected by all genetic diseases listed below. If your Oregon Bordoodle is affected by any of these diseases as proven by ***************** Labs, we will offer a replacement puppy as soon as one becomes available OR refund your purchase price for said puppy within 90 days of ** receiving DNA result certificate from Pawprint Genetics.
  Genetic Diseases included in this guarantee are:
  ? Degenerative Myelopathy
  ? GM2 Gangliosidosis (Poodle Type)
  ? Neonatal Encephalopathy with Seizures ? Osteochondrodysplasia
  Progressive Retinal Atrophy, Progressive ******** Degeneration Von Willebrand
  Collie Eye Anomaly
  Degenerative Myelopathy
  Intestinal Cobalamin Malabsorbtion (Border Collie Type) Multidrug Resistence 1 (Ivermectin Sensitivity) Neuronal Ceroid Lipofuscinosis 5
  Sensory Neuropathy
  Trapped Neutrophil Syndrom
  Double ***** (M/M) induced blindness or deafness

  The puppy has not been diagnosed with any of the following therefor you are not entitled to a refund, as you agreed and signed. Furthermore, the following in the signed agreement pertain to this case:

  Section: Buyer Obligations, paragraph two

  It is understood that Oregon Bordoodles does not guarantee the temperament of the puppy. Any statements given regarding the temperament of the puppy made by the breeder are personal opinions only and in no way absolutely guaranteed. We do not guarantee your dog will not become aggressive, reactive, fearful, anxious or any other undesirable trait. No refunds will be given at any time for such occurrences.

  So as you and the BBB can see clearly by the attached Ownership Agreement, you are not entitled to a refund. You were aware of our conditions prior to purchase and signed the contract. 
  

  You have been untruthful in claiming ******* called my puppy aggressive. She has been transparent with me that never once did she make such a statement. I provided you with videos of said puppy at the time of sale showing you his shy, more timid temperament. It is miraculous that he made such a drastic change after a month of being with the trainer. I recognized her recommendation that he is no longer the best fit for you and ultimately YOU decided not to take him. You voluntarily relinquished him. 
  

  Legally I am not obligated to provide you with a refund or a replacement puppy. But out of generosity and understanding, I did offer you a replacement puppy. Of which, you have now formally declined. 
  

  Lastly, you have made false claims that I have not gotten back to your emails when in fact, the last email sent was from me and you did not reply. There were no unanswered emails from you at any time. 

  I did reach out to my attorney for a second opinion just in case you took this further and he has agreed it would be an easy case to prove our rights and innocence in the situation, given the signed agreement and correspondence. I respect and am prepared for whatever decision you come to.

  Your signed agreement has been attached for BBB review. 
  

  Sincerely,

  ****************************;

   

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20047047
  
  I am rejecting this response because: most of what you write in your "defense" is either a subjective interpretation of my words (such as, in grief, saying "maybe God doesn't want me to have a dog" or an outright lie. You knew, since July of 2020, when I placed a deposit on my future puppy, that I was a first time, naive dog owner. You offered me several dogs before I agreed to take "Agate"--a dog with demonstrable neurodiversity. That ******* could not adequately train him has nothing to do with our transaction. I'm not sure why you mention her, or her private conversations with me when she was employed by me, so frequently. Perhaps because you know, as well as I do, that you repeatedly failed to communicate with me directly? As for "the last email"--I sent one to you, you immediately forwarded it to *******, I responded--twice--to both of you, and you never responded back. You also didn't return several of my phone calls. This is all demonstrable.

  Over and over, I repeated that I DID want a puppy replacement, from any of the 3 upcoming litters. I said this to you in email and phone messages, more than once. I said this to others. I waited until after the 8-******************* for the last litter (****'s) to hear from you. That's when I knew you did not care to honor your offer of a replacement puppy. I kept all my puppy stuff until then (and you were aware that I had a house full of puppy stuff awaiting a dog), not selling one thing until after that time had passed. It's quite disingenuous for you to say *after* I file a formal complaint, "Well, maybe I have a puppy..." Or maybe, you don't. I'd place my bet on the latter, given the past.

  I already stated this, but I'll say it again: I agree that I didn't know what realistic expectations were for a one-month puppy school. But the list I agreed on with the trainer--which has absolutely nothing to do with my interactions with you--was entirely appropriate. Either you didn't sell me/give her a puppy capable of being trained, or she wasn't a capable trainer, or, most likely, a little of both.

  My issue with you has to do with your verbal word, which I consider a contract, to provide me with a replacement puppy and your subsequent failure to communicate anything to further that transaction. In fact, you *immediately* did just the opposite, putting up obstacles for that transaction to occur as quickly as possible. I would have been fine with any of the puppies born between ******* and April, 2023--just as I would have been with any you did offer me between June 2020-September 2022.

  You failed to act in good faith. A reputable breeder will stand behind her puppies temperament and quality, not use ghosting and threats of legal action to reap in a few extra thousand dollars. You said you "prayed to God" about what to do during this "Agate/********" situation--did God tell you to offer me a replacement puppy (as a means of getting me to sign the relinquish papers) and then, did He whisper in your ear, that you should immediately refuse to participate in making that transaction happen? 

  You have belittled me in my grief, twisting words of true sorrow from my heart to serve your business greediness. Once you convinced me to sign the relinquish forms, you failed to show an ounce of compassion or commitment to keeping your word. I have proceeded in all of this with a demonstrably good amount of composure and reasonability, despite the emotional and financial losses. I continue to maintain that I should be returned the $3000. I could never trust you to provide me with a good dog after all this has transpired. 

  
  Sincerely,
  
  ***********************