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:06/16/2025

  Type:Service or Repair 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 purchased a dog on 5/23/25 and had dealt with inconsistent information which caused me to be concerned, especially when I was told one thing and another thing happened. I looked up more information about this company online, and read horror stories, including sites dedicated to the company being a puppy mill. They did not let me talk to the breeder or give them their contact information. There’s more I could go into but a lot is in the documentation. After they refused to give me a full refund, they threatened to sue me and come after my credit and add additional fees if I didn’t withdraw my credit card dispute. This I was told by a lawyer was one of several illegal things they said under the FDCPA, including threatening me when I’m protected to make a dispute with my credit card company as well as contacting me twice when I told them to not contact me further. Further, in regard to the case, I was told I could expect a call for the dog to be delivered on the 6th of June, as was discussed after not getting phone contact I was promised multiple times, both being delayed by days. They said the person was going to call me, but instead I got a message in their portal about having the dog fly to Manhattan, KS, as opposed to Omaha or Lincoln, NE like I said was ok. If I had the dog driven to me, they said it would be bathed beforehand, but I would need to also when I received him because they don’t let it out of the carrier to use the bathroom. Or I could do air cargo for a 3 pound dog. They said I could have a flight nanny take them in the cabin, but they never said what service I would get. This is a very deceptive business, and is dangerous for dogs. I am not seeking reimbursement for all the personalized items and dog supplies and certifications and training I have lost money on, including illegal threats to intimidate me but want a full refund for deceptive practices and want the BBB to know what this company is doing. I received 50%, I want the rest.

  Business Response

  Date: 06/17/2025

  We present our customers with the Cancellation and Refund policies during the checkout process, before purchase, where they are required to check boxes that they have read and understand the terms before being allowed to move forward with the purchase. We present the terms a second time at the signing of the Reservation Agreement where the customers must initial at each section, including 14 and 15, the Refund and cancellation policies, before being allowed to complete the contract. It is fully documented that the customer was well aware of these policies and agreed to them. At the time the customer chose to cancel his purchase he was entitled to a refund of 50%. He was reminded of the cancellation policy in writing and asked to confirm that he was certain that he wanted to move forward with the cancellation. The appropriate refund was promptly issued. 

  There were no lapses in communication. All of our communication in our message center, texts, and calls are all recorded and fully documented. We do this to ensure that every situation is handled with integrity and there is no "he said-she said". We typically will send any travel plans in writing so that the customer may take their time to transcribe them, print them out, download, or refer back to them at anytime. This ensures that the customer has received the information, agrees and that there are no issues. This is why the customer received the information in writing as opposed to a call as he has mentioned here. We also do not provide direct contact information to the breeder or the buyer until the travel plans are finalized and the pup is ready to go. This is also to ensure that all communication is documented and monitored by our staff. The buyer may communicate with the breeder in the message center and we will also arrange audio and video calls with the breeder that are also recorded for documentation purposes. This ensures that all parties are in compliance with the agreed to contract and that all parties conduct themselves at the highest standards. 

  All of our pups are transported in compliance with every USDA requirement and recommendation. Our ground transporters are all USDA licensed, inspected, and fully insured. They are true professionals. Each pup is transported in its own crate and is not in contact with other pups and is not taken outside to public areas. This is to avoid any possibility of contracting any illness or parasite, which is especially important for young pups that are not yet fully vaccinated. Typically pups will receive a bath shortly before arrival, but we always recommend that our customers give their new pup a bath as well to ensure they get a fresh, clean start in their new home. 

  We encourage everyone to thoroughly check out any business, including Pawrade. But you also have to remember that there is very little regulation or accountability on the internet. Anyone can write anything they want, and unfortunately there are quite a few "adopt, don't shop" activists who have made it their mission to unfairly damage any business that markets puppies. They tend to sling the "puppy mill" label with no legitimate cause. Were you to limit your research to reputable review sites such as Trustpilot you will find that we have and exceptional reputation and history of performance with a 4.7/5 star rating and thousands of five star reviews. Trustpilot is by far the largest, most well known and respected review site but the customer seems to have left them out of his supplied list.

  We have abided by every aspect of the Reservation Agreement that the customer willfully entered into. We expect the customer to do the same. We made every attempt to address the customers concerns, and when he demanded to cancel he was promptly issued the appropriate refund. 

  Customer Answer

  Date: 06/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I also have records of communications, terms that were requested to be agreed to that were told were unacceptable over the phone, statements of receiving a phone call because things were worked out and then getting a message on the website that it was not acceptable, phone calls that were supposed to be timely and didn't happen for days, which are again documented, unfulfilled contract, and threats that are illegal under Federal Consumer Protection Acts (reasoning attached for future threats you may intend to make).  Also, the inability to let a third party decide, while trying to intimidate.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 06/20/2025

  Communication with the customer was timely and consistent. Answers can not always be had in a manner of minutes. For example, we have to reach out to a contracted transporter to get a potential reservation and await their response. This takes time. Most folks understand this. The customer was never threatened in any way. The customer was respectfully provided the details on how we respond when a client disputes charges with no valid reason. We like or customers to have all the relevant information when deciding how to move forward with such an important decision.

  We have abided by the terms and conditions of the contract that the customer willfully entered into and we expect them to as well. We have a contract with the breeder that we must honor as well, and we will not breach the contract with the breeder to unfairly accommodate the customer. We always act with integrity and fairness for all involved parties.  

• Initial Complaint

  Date:05/27/2025

  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.

  Bought puppy Sia from pawrade. Drove 16 hours to an Amish farm to pick puppy up. Puppy was shaking and scared. Asked if she had a potty or feeding schedule and was told no. Asked about socialization and was told only with one person. Aside from littermates. Im asking for travel reimbursement due to false representation.

  Business Response

  Date: 05/28/2025

  We are sorry to hear that our customer is not totally happy with her new pup. She mentions that the pup was shaking and scared at the time of pickup. That certainly is not uncommom as pups can sense that something is "different" and it certainly is stressful for them to be taken from everything they have ever known to go to a new home. Outside of that the customer has not reported and other issues with the pup. We are also of the undrstanding that the customer made several stops on the journey home and the pup did well including being in a store in a shopping cart. There is no doubt that the pup will continue to acclimate, adjust, and warm up to the customer as time passes. 
  
  It is true that the pup was raised on a beautiful farm and spent a lot of time outdoors. I am not sure why that would be considered a negative. That is a life that most dogs would prefer. Many breeders also allow their pups to "free" feed, meaning food and water is always available to them. This ensures that growing pups get plenty and there is no competiton to encourage "resource guarding" which can be very difficult to deal with as the pup gets older.

  
  I am also not sure why the customer felt the need to mention the breeders religion. When vetting our breeders we would never take their religion into account when making the decision to allow them to participate in our program. We would never let our decision be clouded by a horrific, unfair and bigoted stereotype. It would also be illegal. Our first hand experience is that the Amish are wonderful people who produce exceptional pups just like they are known for every other service and product they provide. Amazing quality at a very reasonable price. 

  Ultimately, the customer received the AKC registered pup they chose online, from a reputable breeder, in perfect health, and perfectly suited to be a wonderful companion. There was never any misrepresentation of any kind.
  
  

  
  

  Customer Answer

  Date: 05/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  In the pawrade promise, the statement is rhe puppy is well socialized and is comfortable in the house.  She has no, idea about being inside.  It's true I put her in a cart because she was refusing to walk with me.  I only mentioned the culture as it's well known for backyard breeders. I did not intend it to be Biggoted.
  
  Sincerely,
  
  
  
  ******** *********

  Business Response

  Date: 05/29/2025

  I have attached a copy of our "No Puppy Mill Pledge". The breeder has abided by all the listed requirements. The puppy was raised on a lovely farm, romping outside with its littermates and interacting with the family. Certainly more than one person. Exposing puppies who are not fully vaccinated (16 weeks typically) to other dogs, people, public areas, etc., is very risky for the pup and is something we strongly discourage in all of our communication with our buyers. This is how pups get Parvo which is frequently fatal and at a minimum very difficult and expensive to treat. Once the pup is a bit older and fully vaccinated it is much more safe to begin to expose them to the outside world. 

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair 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.

  Date of transaction: End of December 2024
  Amount: ~$3000
  Promise not fulfilled: Health guarantee for purchased puppy.
  Efforts made: I went through the process with Pawrade and PetPay to receive a partial refund for the costs and stresses I've incurred due to puppy's sickness.
  Outcome: I was denied, arbitrarily. I provided all the documents from two different vet offices to show that my puppy has a liver disease. The doctor said that my puppy would not live past 2 years old if I didn't act now. Pawrade decided that wasn;t sufficient enough of a reason to fulfill their promise and guarantee to me. The main reason why I purchased from Pawrade was the health guarantee. And a deadly disease apparently isn't sufficient enough of a reason to provide even a partial refund? This is morally and ethnically horrendous, but somehow I'm not even that surprised.
  My last feeble attempt at seeing any justice at all is to provide this complain which would help pay for a small percent of what I have already paid to ensure my dog stays alive and grows up to be a functioning animal. Even if I accomplish that, I will be spending tens of thousands of dollars over the years to pay for medicine and medicated foods so my dog can live a full life.
  
  I know emotion is useless in scenarios such as these - but how do employees for companies like this sleep at night? What happened to empathy and morals? Any effort to nullify my cries for help only compound the facts and reality that companies like this SHOULD have no place in the world, and should be ashamed of themselves.
  
  Because of this experience, I actually expect a full refund, but I know I'll never get that because of the corruption at hand. However, I do expect at least the promised 25% of my purchase price, which in this case is around $750 to $1000 (25% of ~$3000).

  Business Response

  Date: 04/10/2025

  To Whom it may concern,

  We are sorry that ******* is having some health concerns with his pup. We have all our pups receive a head to toe health exam by a USDA veterinarian before going home to their new family. We also provide 30 days of complimentary ******* Health insurance with the buyers having the option of extending the insurance with no obligation. We also provide a 3 year Petpay Health Guarantee. 

  The PetPay Health Guarantee is a limited warranty against many hereditary and congental conditions. It is not Health insurance. Our Health Guarantee is posted on our website so that anyone can review it at anytime. It is also presented to our buyers during the checkout process before purchase where they check a box acknowledging they have read and understand the terms. 

  ******* provided documents showing the dog has elevated liver levels with no clear diagnosis. There are many possible causes for this condition ranging from exposure to toxins, diet, hepatitus, liver shunt, etc. Our heath guarantee would certainly not cover exposure to toxins but it would cover a liver shunt. In fact we advised ******* in writing that in the future, should the dog be diagnosed with a liver shunt for example he would receive coverage. 

  We administer our Health Guarantee fairly and with integrity. We approve dozens of claims each month. Unfortunately, at this time the cause of the dogs heatlh concern is undeternmined and we can not provide coverage. Again, the Health Guarantee is NOT health insurance. Should the dogs diagnosis become more clear we are more than willing to re-evaluate for coverage as we have made ******* aware. 

  Customer Answer

  Date: 04/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the veteranarian that diagnosed ***** has professionally diagnosed him with a copper storage disease. ***** does not have a liver shunt. That has been shown in the ultrasound and liver biopsies.Completely and totally different things. I was told by the customer service rep that they'd help me IF there was a liver shunt, while completely being ignored about the fact that a liver shunt was verifiably NOT an issue with *****, and the reality is is that ***** was born with a Copper Storage Disease, which I believe is in the several documents that I uploaded. That being said, if for any reason that isn't crystal clear in the documents, I can gather than information from my veterinarian. I was not given the opportunity to present that - if that is an opportunity, I will gladly do so. However, I haven't been told that his copper storage disease would qualify him for this 'guarantee'. 
  
  
  
  Sincerely,
  
  
  
  ******* ***********

  Business Response

  Date: 04/11/2025

  The document provided by the customer does indicate the possibility of Copper Storage Disease as a possibility. It is difficult to read and as best we can tell it is not a definitive diagnosis. Should the customer provide confirmation that the Vet has made a difinitive diagnosis this will serve as the primary diagnosis. A second concurring diagnosis from another non affilliated Vet is required as well per the terms of the Health Guarantee.  

  To be clear, two concurring diagnosis from non affillitated Veterinarians for Copper Storage Disease are required per the terms of the Health Guarantee. Should this requirement be met the customer is eligible for coverage for this condition. 

  We only gave the customer "liver shunt" as an example of a condition that is common that causes similar symptoms and is covered. This was not meant to imply that it is the only condition covered and we apologize if that is how it was interpreted.

  As stated we administer all Health Guarantee claims with integrity. But we do require that the minimum requirements be met. We do understand this can be very disappoinitng and stressful for the customers but is necessary to ensure that all claims are handled fairly for all involved parties. 

  Customer Answer

  Date: 04/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am not going to spend another $3,000 on biopsies and ultrasounds from ANOTHER vet just to MAYBE receive 25% of my purchase price as a reimbursement (probably less than $750). You people set up your systems to be impossible to fulfill so you don't have to honor the guarantee. I've seen the other reviews on this topic, and they're all the same as mine. I'm not naive - this is by design, not by accident. You're health guarantee is a sham. The harder you make it to meet the conditions, the less money you people have to fork over. This should be illegal. Consider this case closed - I don't want your money anymore. I want to be as far from this experience as I can be. You won. I lost. I have the sick puppy, and the debt that came from it. I'll pay it off in time, but you'll never pay off the debt on your soul for ripping off normal families and decent people. Enjoy your life, and I hope that harsh karma finds you. 
  
  
  
  Sincerely,
  
  
  
  ******* ***********

  Business Response

  Date: 04/17/2025

  A second concurring diagnosis is standard protocol for any claim of this type with any other company as well. This is not unreasonable and is clearly outlined in the Health Guarantee, fully disclosed to the buyer before purchase. Another vet should be able to review the test results already completed and give a medical opinion. Should the customer provide a second concurring diagnosis they will be eligible for reimbursement as outlined in the Health Guarantee. It is true that we have protocols that have to be followed but we do administer every claim fairly and with integrity.

   

• Initial Complaint

  Date:03/17/2025

  Type:Order 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 contacted Pawrade about a puppy that was available February 17th 2025. They said it was in Battle Creek Michigan . After sending then our money they switched towns to Sturgis Michigan . We know that town as a puppy mill Amish community .
  We requested our money back as we will not deal with puppy mills. They offered 50% money back even though they advertise as having a no puppy mill guarantee .
  In the weeks followed the breeder still had not had the pup vet checked. On March 6th after the vet they said it woul be another week before we could pic up the pup as it had parasites. At that point we requested our money back for the 3rd or 4th time and had to settle for the 50% refund. They lied to us every time.

  Business Response

  Date: 03/17/2025

  We thoroughly vet all of our breeders to ensure that our clients receive high quality pups. All of our breeders are fully licensed and inspected by the USDA as well as any local regulatory agencies depending on where they are located. There is zero chance any "puppy mill" would meet our strict standards. We would never ask any breeder what their religion is as a condition to participate in our program. Not only would this be ignorant and bigoted, but also illegal. Sadly, decades ago some "animal rights activists" unfairly stereotyped the wonderful Amish community as "puppy mills". While there may be some Amish who do not breed dogs appropriately I doubt it is any more prevalent than the non Amish community. This is no less horrible a form of discrimination than the many other repulsive examples I won't name.

  All of our pups receive a head to toe health exam from a USDA licensed Veterinarian before going to their new home. If any issue is found, no matter how small, we immediately notify the client and reschedule the adoption date so the matter can be fully addressed. We would never knowingly send any pup to its new home with any issue. The issue with this pup is VERY common and minor and would have been resolved in a few days with some simple medication. This is not an indictment of the breeder, it is a testament to how thorough we and our breeder's are to make sure our pups are completely happy and healthy. That is the opposite of a "puppy mill".

  Our Reservation Agreement very clearly addresses this exact example as not being reason to cancel a sale and if the buyer insists on cancelling it is also very clear what the terms are. These cancellation terms are presented to the buyer during the checkout process before purchase where they are required to check boxes that they have read and understand the terms. There was no valid reason to cancel the sale and the customer has been properly refunded. 

  Customer Answer

  Date: 03/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was lied to several times. First was the pup in not in Battle Creek as they stated when we paid our money. They said pup is in Sturgis mi.  At that first lie we requested our money back.  Rejected. 
  in their advertisement for this pup it stated available February 17th . When in fact the pup did not get a vet check until the 6th of March .  And it was found to have parasites whis means the pup would not be available  until the 10th of March or better.

  If you need us to talk to mr ****** in Sturgis we would be happy to.

  
  
  
  
  Sincerely, the ******’s 
  
  
  
  ***** ******

  Business Response

  Date: 03/19/2025

  We never lie. We operate with complete integrity and transparency. You asked where the pup was located and were told Battle Creek which is accurate. You then asked where the pick up location is. The Breeder meets in a public location for safety purposes as suggested by their local law enforcement, in Sturgis, a nearby town only a few miles away. 

  The pup's listed available date is the date the pup turns 8 weeks old making it legal for them to be adopted and go to a new home. Once you purchase the pup the pup has to go to the veterinarian to have a full health exam. I am sure you can understand that this typically takes a few days (5-10) for the breeder to get a vet appointment like anyone else. As the pup was found to have a very common and minor issue we immediately advised you of this and the pup began treatment so that it could quickly come home to you. We would never send any pup with even the most minor health concern. All of this is clearly covered in the Reservation Agreement that you signed and specifically initialed section outlining delivery procedures. In fact your contract clearly states that delivery dates are never guaranteed and "typically takes place within 21 days" which you were still within and this is ultimately determined by the Vet an breeder  making the decision that the pup is fit to travel and receive a state issued Health Certificate. 

• Initial Complaint

  Date:02/19/2025

  Type:Order 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.

  This is a known puppy mill that sells sick dogs to people unfit to care for them. My senior father is adopting a dog from this dog seller against our family wishes. I am trying to contact the breeder to stop the transaction because the puppy would have to be rehomed. Pawrade will not stop the transaction. We are now going to have to bring the dog to the pound which is against Pawrade's contract. Pawrade say's that the breeder should get the dog back but will not even tell me who the breeder is because then they would cancel the transaction. They do not care about the well being of animals and only care about getting paid.

  Customer Answer

  Date: 02/24/2025

  I just received your email letting me know that you have not heard a response from Pawrade and to let you know if they have reached out to us. We did a charge back onto my father's credit card and afterward they threatened us and were trying to get us to cancel the chargeback. They said they will fine us an additional $500. We ended up canceling all credit cards that they have access to. Not sure if this is legal or not. I sent multiple emails begging to cancel the purchase but they still proceeded because they said it had to be my father canceling and not me. My father did try to cancel without my help but they would confuse him and talk him out of it. He is 72 and is not the best with these things. It seems like this company pressures people into signing contracts and then does not let them back out. I am including an email I sent before my father signed a contract urging them to not proceed with selling a puppy to him.

  Business Response

  Date: 02/24/2025

  We assist breeders by helping them to find homes for their pups. We also carefully vet each breeder to ensure they meet all requirements for the state where they are located as well as the USDA. All of our breeders are fully licensed and regularly inspected. Unfortunately folks like to throw around the term "puppy mill" with zero evidence to support their baseless claim. Please check us out on Trustpilot where we have an exceptional 4.7/5 star rating and thousands of 5 star reviews. 

  Ms. ******* did not purchase a puppy form us, her father did. He father is a senior but is of sound mind and can certainly choose to purchase a puppy for himself. For us to refuse him because of his age would be ageism. Not only is this bigoted, it is also illegal. Ms. ******* has no authority to cancel her father's purchase who confirmed for us that he wanted to continue with getting the pup. Ms. ******* was asked to provide documentation that she was a legally appointed caregiver, guardian, Power of Attorney or anything of that nature due to her father not being incompetent. She stated that she had nothing of that nature. We advised her that she had no legal authority to cancel this sale and the we can not comply to here demands without proper legal documentation. Ms. ******* then threatened to intercept the puppy at delivery and take it to a shelter.

  Customer Answer

  Date: 02/26/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Pawrade did not respond to any of my calls or emails. Had someone answered my multiple attempts to contact the company, I could have provided additional documentation and evidence. My father did give permission for me to assist in canceling the order. He was provided with incorrect information and faced difficulties canceling due to issues logging into his account and sales associates deliberately providing misleading information. The company delayed and withheld crucial information.

  Application denials are not considered discriminatory. I explained that I live with my father and provide care for him. I cook, clean, and administer medications to him due to mobility issues. My father would be unable to take care of a 12 week old puppy on arrival and I would be the one providing care. As I said earlier I can provide additional documentation if anyone did the diligence.  

  Pawrade is unethical and needs to be held accountable for the 1000 of vulnerable people and animals that are harmed because of their negligence. 
  

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

  Business Response

  Date: 02/27/2025

  Sadly, Ms. *******'s response is completely inaccurate and seems to be intentional. Please see the attached documentation with irrefutable proof the Ms. ******* was communicated with on multiple occasions, was given all the information required, admitted she had no legal authority, and then probed for unethical ways to circumvent the legal requirements. 

  We greatly appreciate the valuable service that the BBB provides and are sorry that some may choose to use it in an unethical manner, going so far as to commit libel.

  Customer Answer

  Date: 02/27/2025

  The cut out many parts of the conversation. The person of the phone stated that they were just a customer service employee and had no ability to cancel any orders. They told me that the office was closed for the holiday and the transaction could not be paused until someone reached out to me Tuesday. Tuesday was conveniently after the time period where my father could not get a full refund. My father asked me to help him cancel the order. He spoke to them earlier on the phone and they told him he would not get his money back when he was still in the time period. I also sent an email on 1/23 before my father had purchased the puppy and received no response. I am not the only victim to this company pressuring elderly folks to sign contracts they do not understand while ignoring concerns from the family members that help take care of them. My dad tried to share messages with me but they use an application that is password protected and does not allow sharing of messages. 

• Initial Complaint

  Date:01/23/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  On 8/24/2024 my **** Mastercard was charged $4,813.93 for ******/***** who was a supposedly Toy Poodle. On 8/26/24 my **** Mastercard was charged $1,297.17 to cover the airfare to my local Santa Fe, airport with ***** accompanied by a nanny. ***** (whom I can since renamed ******) was born on May 20, 2024. Today is January 22, 2025. This means that ***** is now just over 8 months of age. He weighs more than 10 pounds and is over 13 inches high at his shoulders. This is the definition of AN ADULT MINIATURE POODLE and ****** is still growing! I have contacted PAWRADE and received an email back from PETPAY (their paying partner) stating that somewhere, they state that they can not guarantee the size and weight of any puppy whim they sell. I HAVE NOT BEEN ABLE TO FIND THIS STATEMENT! If this is so than they should not be able to advertise that they have toy and miniature poodles for sale!!!

  Business Response

  Date: 01/28/2025

  We are truly sorry that our customer is not completely happy with their pup. Unfortunately, the final size of a pup when grown is not something we can control, predict, or guarantee for several different reasons with genetics being the primary reason. We make this clear in our Reservation Agreement. Please see the attached screenshot with the customers initials at the specific most relevant section. 

  We do provide the size of the parents so that a buyer can make their best assessment of what the final size may be. Unfortunately, genetics are not completely predictable and it is only a guess. This is especially true when folks seek tiny or miniature breeds. The reality is that breeders will take the smallest or "runts" and breed them to hopefully get tiny or miniatures and then continue the cycle. But the more typical size genes from previous generations can and do still come through causing some pups to be larger than hoped for. I am sure we have all seen the 6'6" 270 pound professional athlete with their very average size parents and siblings. 

  Outside of the pup being somewhat larger that the customer would prefer I think it is important to note that the pup is otherwise completely happy and healthy and that we delivered just as promised. 

  Customer Answer

  Date: 01/29/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Our puppy was delivered to us and immediately had a seizure. Within 5 days it had 8 total seizures, including 1 at vet ER. Sadly, he had to put down. The only recourse this company offers is $500 policy, and money back for puppy. They would not help with $1,300 worth of vet bills and $750 travel cost. It is a shame, not only did my 7-year old cry for days, but the fact we could be sold a puppy who was clearly sick. I’m disgusted by this company and their weak policies. They should be ashamed, but my guess is they’re not. But hey they have their polices, that only protect themselves.
  
  11.15.2024

  Business Response

  Date: 12/12/2024

  We are truly sorry for this sad situation. We do our best to provide happy healthy pups. We have been in communication with the customer and are working to have this situation fully resolved. The customer has been issued a full refund in accordance with their contract and we are working to provide coverage for any additonal expenses that are not covered.

  Customer Answer

  Date: 12/12/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:07/30/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  On July 11, 2024, I purchased a puppy from Pawrade, which was guaranteed to be healthy. However, within 48 hours of arrival, a wellness examination revealed the puppy was suffering from ear mites, an ear infection, an irregular heartbeat, a urinary tract infection (UTI), and worms. This condition does not meet the standards of a healthy dog as promised by Pawrade. I seek full reimbursement for medical expenses incurred, totaling $1,300. Pawrade has FAILED to resolve this issue and no longer responds to my emails/complaints.

  Business Response

  Date: 07/31/2024

  We are sorry to hear the the pup may have some issues. We have been in communication with the customer and a Health Guarantee claim is currently being processed. Our Health Guarantee manager has requested an appropriate test be performed to confirm if there is in fact a heart condition. It is common for a growing pup to have a murmur or arrhythmia that comes on suddenly and then just goes away as they grow. This is standard protocol and outlined in the Health Guarantee. Once we have the required documentation we can finalize the claim and provide reimbursement. Implying that we are not responding is simply not true. All of our communication is recorded and documented, whether in writing or on calls. It is important to remember that as with any process like this there will be some time required to properly administrate the process. 

• Initial Complaint

  Date:05/30/2024

  Type:Delivery 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.

  On May 10, 2024, I paid $3,757.43 for the purchase of a puppy. When the time has come to receive the puppy, the company, “Pawrade,” which took payment under the name “Petpay,” stated that due to an issue with a veterinary report I will not be able to receive the puppy. They stated they would contact me at a later date, but as of this report they will not respond to me. I have spent hundreds of dollars on travel, at times approved for transfer by the organization, and due to the failure on the part of the business to provide the purchased puppy, I have lost approximately $600.00 on top of the $3,757.43 I paid initially.

  Business Response

  Date: 05/30/2024

  It would seen that the customer made this complaint (5-28-2024) while we still were working diligently to resolve the issue for him. The customer has traveled to the breeder on time (5-30-2024) to pick up the pup. We have met all of our obligations and the matter is fully resolved. We do apologize for any inconvenience the customer may have experienced. 

• Initial Complaint

  Date:04/10/2024

  Type:Order 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.

  ****** ****** and I start inquiring about dog within December 2023 & January 2024. We financed dog, made first payment on 01/08/2024 and made last payment in full on 04/08/2024. We made all payments to ******** LLC, ********* Finance, & Pet Pay. The initial payment was $1,843.27 & $1,590 both on 1/8/24, $142.42 on 1/23/24, $142.42 on 2/6/24, $142.42 on 02/20/24, $1,700 on 02/28/2024, $142.42 on 03/05/2024, $142.42 on 03/19/2024, $142.42 on 04/02/2024, and $214.75 on 04/08/2024 through Citizens Bank which is my account. We made a payment in the amount of $2,000 through ***** Bank which is ****** ****** account. The amount paid is $8,400 with no balance as of 04/06/2024 but wasn’t out of my account until 04/08/2024. We picked up dog on 01/10/24, once we arrived home on same day, dog was pooping blood. We took dog to Greenfield Veterinary Hospital on 01/11/2024 for testing and fecal samples. Once results came back, vet advised dog has three different parasites which is Giardia, Cystoisospora, and a positive antigen test for flea tape worms. Based on test and information regarding Giardia, the dog was infected with these parasites before 01/10/2024. On Pawrade website it states to take dog to vet within 72 hours of picking up dog due to testing for parasites which is caused by travel, and they will consider reimbursement for medication. Based on the website, it’s false advertisements since the dog already was infected with the parasites prior to travel and the website states the dog may get a parasite from traveling from the breeder to our home. We paid $204.26 on 01/11/2024, $191.23 on 01/13/2024, $214.22 on 01/24/2024, $93.60 on 02/15/2024, 02/20/2024 for $93.60, $151.50, 02/28/2024 $106, and $74 on 03/28/2024 for vet fees and medicine. The business has not tried to resolve the issue. I would like a refund in the amount of $9,528.41 and would like to keep the dog. See attachments for invoices, statement from Veterinarian, and information of Giardia.

  Business Response

  Date: 04/10/2024

  We are sorry to hear that your pup arrived with parasites that are very common. We do provide 30 days of free ******* coverage (most states) as well as a Petpay health guarantee. I will look into this with our health guarantee manager to see what is eligible for coverage. I see the HG manager has advised you to please make a claim with ******* and forward all your documents to [email protected]. We so have some protocols that have to be followed. Expecting a full refund for the pup is not fair or reasonable. That is not something we will be able to do but we will make sure that your Health guarantee claim is processed efficiently and fairly.

  Customer Answer

  Date: 04/17/2024

  Also, has a business you
  should want to do the right thing. I went into the situation not knowing I was
  going to get a dog with a parasite that is still present. It's very hard
  dealing with and this has been a lot. As a business why wouldn't you make sure
  the dog didn't have any parasites prior to travel especially knowing the
  breeder took the dog to the veterinary prior to us picking up the dog. 

  Business Response

  Date: 04/17/2024

  The customer received the following message (excerpt) on 1-10-2024 at 1126 AM in our message center and it is indicated as "read" by the customer:

  --------------------------------------------

  "The day is nearing for your new family member to arrive! We are so excited about this moment.
  
  As a reminder, to activate your Health Guarantee, you'll need to activate your ******* pet insurance, e-sign your puppy's Delivery Confirmation & Transfer of Ownership document, upload a picture of your new furry family member with you, and ensure you have had your new furbaby seen for the mandated puppy wellness veterinarian visit within 72 hours of receipt. Here are some helpful tips to get you started with everything.

  
  
  •The day before your puppy's arrival date you'll be able to activate your 30-day pet insurance plan by calling 855-343-7345, during the hours of Monday-Friday, 8:00 am-9:00 pm EST, and Saturday-Sunday, 10:00 am-7:00 pm EST. Please do this before the little bundle arrives so you can be focused on enjoying the moment they hop into your arms. This will ensure they are immediately protected against accidents and illness coming into their new environment.
  
  All you'll need is the owner's name, the puppy's new name (if you are changing it), the gender of your pup, the date of birth of your pup, the breed of your puppy, and the size (small, medium, large). If you need any of this information, just ask. We'll be happy to help.

  
  
  During your activation process, the ******* rep will go over the benefits of our provided 30-day policy as well as some extended policy options to help keep your puppy protected for years to come. We strongly encourage you to continue your pet's insurance policy beyond the 30-day time frame for any unexpected injury or ailments that may arise as a puppy's immune system is not yet fully developed. Our Health Guarantee is here to help you as well, however, won't cover accidents or injuries.
  
  The free 30-day pet insurance will be in effect IMMEDIATELY!"

  ---------------------------------------------------

  By your response and our records it would seem that you failed to activate the complimentary ******* coverage that also activates your Petpay Health Guarantee. Is that correct?  On January 15, 2024 our Health Guarantee manager also directed you to file a claim with ******* under the insurance we provide and to then provide us the documents once the claim is completed so that we may be able to cover any additional costs. You never responded. 

  We stand behind our pups but there are protocols that have to be followed as with any claim in any industry. Though you have not met the requirements for coverage we have still evaluated your documents and will be issuing reimbursement for the covered medications as clearly outlined in your Reservation Agreement and the Petpay Health Guarantee.