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:03/22/2024

  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.

  I purchased a puppy from them. They advertise that they do not use puppy mills but I'm sure they do. I even confirmed with them that they don't. They also offer a health guarantee but ask you to have a vet check within 72 hours of picking up puppy. They also tell you not to get your puppy vaccinations for 10 days to make sure you don't give them shots they already have. I took my puppy to the vet, like they asked. The vet said the puppy needed vaccinations. When I told her what Pawrade said about waiting, she said that was absurd, the puppy needed shots and she won't duplicate because i gave her the shot record, I received. My vet also told me that the puppy had a bad ear infection. Pawrade said that the breeder would get a vet check before I picked up the puppy. If they really did get a vet check, then how did she have an untreated ear infection. I believe this place is running a scam by telling you they give you a heath guarantee but put unrealistic terms for it. They also advertise that they do not use puppy mills, but my puppy came from a puppy mill.

  Business Response

  Date: 03/25/2024

  We require our buyer to have the puppy receive a wellness check within 72 hours of delivery to protect them and the pup.  Any issue found within 72 hours of delivery (worms, parasites, ear infections, etc) will be covered by their Petpay Health guarantee and/or the 30 days of complimentary ******* insurance that we provide.  This is part of how we ensure our buyers receive a happy and healthy pup as promised. Travel and being taken away from their mother, littermates and the only home they have known is also very stressful for a puppy and that is another reason we want them checked by a Vet as soon as possible.  Vaccinations frequently have adverse effects on pups that can last for days. Any competent Vet should know this. We do not want a pup that is already potentially stressed and weakened by travel and rehoming  to have the additional stress of vaccines until they are fully recovered and acclimated to their new home.  The health and safety of the pup is the most important thing to us and our policies are designed with a puppy first approach. It is also important to note that all of our policies and protocols are disclosed to our buyers before purchase. We are not sure why anyone, especially a Vet, would choose to put their new furry family member at risk for the sake of convenience.

  
  

  
  

  Below is a cut and paste of the message sent to Lisa on 3-13-2024 prior to delivery. This is a standard written communication that all buyers receive. She did not ask any questions or raise any objections. I can provide the entire communication thread if necessary.

  Lisa, Here are some important last-minute reminders before you receive your puppy. ***If for whatever reason you will not be available to sign for your puppy upon delivery or pickup, we will need the ID, name, and email address of the alternative person. This will allow us to prepare and email you an Authorization of Agent form giving them permission. There are no exceptions.  72-hour vet check, wellness check only. NO VACCINATIONS for 10 days after receiving your puppy.  Please do not use any veterinarian hospitals located inside pet stores. Banfield Veterinarian Hospitals, PetSmart, Vetco, and/or Petco are not qualified under our Health Guarantee.  Do not place your puppy on the ground at the veterinarian's office or any ground where there are potential parasites and infectious diseases until your puppy is fully vaccinated at 16 weeks. Parvo, coccidia, giardia, and many other parasites can be passed to your puppy from other dogs, or animals.  Please send veterinarian documents to [email protected] and we will upload them into your puppy file to activate your Health Guarantee.  We recommend washing your puppy upon arrival because that protects you and your puppy and gives you both a clean start.  When potty training outside please allow your puppy out and back in without eating, drinking, or licking anything off the ground especially until fully vaccinated at 16 weeks. Again, parasites live in the ground for as long as 7 years and can make your puppy extremely ill.  Please make sure to give your puppy Nutri-Cal 3 times a day for at least a week, you can continue giving it to your puppy for longer. It is a sugar and calorie supplement and good for replacing sugars lost from the stress of travel. This can help in the prevention of Hypoglycemia as well. *Nutri-Cal is a sugar supplement ONLY and DOES NOT REPLACE food.*  Do not be alarmed if your puppy is sleepy after it arrives, travel can be stressful and the puppy can take a day or two to bounce back, the Nutri-Cal can help with this. Also, if your puppy seems not interested in eating or drinking, we encourage hand feeding, boiling chicken, and rice, or even any wet puppy food to bounce them back, and Karo Syrup can also be used to help in situations where your puppy seems a little sleepier and not bouncing back as quickly.  For little breeds they are very delicate, so free feeding is especially important for at least 10-14 days. We recommend treating them like a newborn and making sure they eat every 2-3 hours due to the ability to become hypoglycemic quicker from lack of nutrition and caloric intake. Hypoglycemia is extremely dangerous, and we want to avoid this by taking all precautions in the early stages of puppies' lives. All breeds really can be free-fed at first; it is good for getting the puppy adjusted. After that timeframe getting them more on a feeding schedule should be safe if your puppy is adjusting well.  Please note that often after travel puppies can have some diarrhea, do not be alarmed but please make sure they stay hydrated. All puppies are required to pass a health check and fecal exam to travel, however, all dogs carry parasites that lie dormant. Often the stress of travel can activate those parasites so please do not be alarmed if after your 72-hour veterinarian check the puppy's fecal comes back with the parasite Giardia, we cover the 1st round of medications in this case because we do know that stress can cause this.  Please make sure to activate your 30 free day policy with ******* TODAY to ensure it is active during your puppy's arrival. Please call ******* at ###-###-####. All you'll need is the owner's name (your 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 (small, medium, large). The policy limit is $500 with a $50 deductible and 90% coverage for the first claim. Please note that you will need to activate the insurance policy to activate your health guarantee. ***Please note that while South Carolina and New York residents are not eligible for the complimentary 30 days of coverage, we still urge you to give ******* a call to see what great plan they may have available to protect your new pup. You'll have the opportunity to select an extended plan and your ******* representative will be able to discuss all the benefits with you. You may activate this immediately with no additional wait period.***  Protect your Pup's health with our 10-Year Extended Health Guarantee. Take advantage of this extension from your complimentary 3-year Health Guarantee to a 10-year Health Guarantee for the low introductory rate of $250. This will give you and your furry friend more protection for longer. Just click on the link below and sign up today! [url href="****************.************************"]Extended Health Guarantee[/url]  Also, please spread the word to your family and friends who may be looking to have their own little furry cuddle buddy. When you use our Pawrade Referral Program you can earn $50 for every new puppy parent that you've referred and they'll each get $50 too! Use this link to get started sharing the love: [url href="****************brandloyalty/"]Pawrade Referral Program[/url]  We truly appreciate the trust you put in us and we are so excited for you and your family's new addition! Please keep us in mind if you have any other needs in the future. We're happy to assist. Best regards, Kelly Hall Direct- ###-###-#### Concierge Line- ###-###-#### 

  
  

  
  

  *****Also please see the attached Reservation Agreement/Contract that is signed and initialed by the buyer. For convenience refer to section 8, 4th paragraph as well as Section 12, letter Q. 

  
  

  
  

  Business Response

  Date: 03/25/2024

  The buyer would normally submit a claim to ******* first and then we would cover the difference, deductible or whatever the balance may be to ensure all the medication cost is covered. So she would get reimbursed for the $65 or so dollars.
  
  

• Initial Complaint

  Date:05/11/2023

  Type:Customer Service 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 applied for the signature breeding program. I received an email I was approved and to move forward uploading my information. I then did so.. I reached out to the company for them to let me know my approval was an accident and the supervisor was to busy to talk to me.

  Business Response

  Date: 05/15/2023

  We are sorry that we were not able to approve an account for *********. However, ********* has left out some very important facts. We do a thorough vetting of any breeder before we enter into a partnership to provide pups to our customers who place all of their trust in us to protect them. Our customers count on us to ensure they receive a happy, healthy pup and that the financial transaction is completely secure. We can not and will not partner with anyone who's spouse has plead guilty to defrauding the Federal Government out of $5.000.000 in fraudulent PPP loans. This case was investigated by the FBI and prosecuted by the United States Attorneys Office. I am sure the BBB can understand that we want no affiliation with anyone who may conduct themselves in this manner.

   

  ****************

  Customer Answer

  Date: 05/16/2023

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

   

   Clearly you haven’t done your research properly. Now not only are we filing a complaint we are sending this to a local attorney for slander or defamation of character however, they would like to proceed. 
  
  
  
  Sincerely,

  
  
  
  
  ********* *******

  Business Response

  Date: 05/17/2023

  *********, we vet our potential breeders very carefully. We are absolutely certain that your wife Katherine (Cassie) applied with us and was rejected. You then attempted to apply as well and were rejected. The amount of information that can be found on the internet through public records is substantial. Both of your applications were considered very fairly and with complete integrity. I wont post anything further to prove our assessment at this time. I suggest you ask the BBB to remove this to avoid any further embarrassment. 

  Customer Answer

  Date: 05/22/2023

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

  They want me to delete this because they know I was approved and then reject based on my wife. If the world worked that way it would be one thing … but equal opportunity laws state otherwise. I am not embarrassed by this or by my wife. If you read properly she did nothing. Another woman did it and she did not get $5 million.She was used by someone who then in turn used her information and made false documentation. Regardless my name is not listed in those articles at all. We are a family with a great business and we wanted to work with yours because we have amazing puppies, we would like the world to see. 
  
  
  
  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 05/09/2025

  As with any business we reserve the right to choose who we may partner with. We pride ourselves on offering high quality puppies from thoroughly vetted breeders. Our normal vetting process revealed issues with the applicants background that make him unsuitable for our program. The information that was discovered by us is easily found by anyone doing a cursory search on any internet search engine. We wish this applicant the best with their future endeavors but due to their questionable practices in the recent past we can not allow them to participate in our program.