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:11/21/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 11/16/2022 a deposit was placed for a puppy on the company's website. This was after three phone conversations were had about the nature of the puppy and the requirements we were seeking in a pet. All conversations were had with *************************** and at no time did she state our requirements were in conflict with the actual nature of the puppy in question. The website also stated no conflict with our requirements.After the deposit was paid we requested an up to date picture of the puppy as we were excited to adopt a pet. At this time ***** texted us saying the nature of the puppy was different and she offered us a discount on other puppies or a full refund of the deposit. We accepted the offer of a full refund and then she began sending us a series of bizarre texts that skirted around the issue of her providing a refund. This went on for over a day.We contacted ***** via phone on 11/20 in an attempt to amicably resolve the situation and requested that the phone call be documented. ******************* up on me. ***** has also declined to involve her business partner *********************************** or her attorney. As of 11/21 an email pursuant to legal action has been send to Pugent Sound Doodles as the refund has not been provided.

  Business Response

  Date: 12/14/2022

  We were contacted by ***************************** about a puppy adoption. ***************************** had one and only criteria with regard to the adoption the appearance of the puppy. ***************************** expressed interest in a puppy posted on our website and we agreed to show him said puppy. That being said, the puppy he was interested in was very young and it had not yet developed its furnishings. All puppies are born without furnishings and they develop over time. Given ***************************** only criteria of how the dog looked, we encouraged him to view other puppies who had already developed furnishings as to insure his single criteria was met. We agreed to show him four puppies to include the young puppy he had selected and three others with already developed furnishings. We further agreed that after viewing the puppies that if ***************************** decided none of them were good looking enough for him that we would issue a refund. ***************************** did not attend his appointment. We groomed all four of the puppies and waited for him but he did not show up. As posted at our website, the reservation fee is not refundable but it is transferrable. We are prepared to honor the reservation fee paid by ***************************** and we are willing to schedule him a second appointment to view puppies. 

  Customer Answer

  Date: 12/14/2022

  
  Complaint: 18447725
  
  I am rejecting this response because it does not reflect the facts of the engagement with PSD and the business is capriciously removing their offer of a full refund.
  
  Multiple factors were considered when determining what type of dog to adopt.  For the Bernedoodle breed some of these were that the dog was non-shedding and that it be furnished.  Both requirements were expressed to *************************** in 3 phone calls prior to placing a deposit.  *************************** led us to believe that Peep satisfied these requirements, which induced us to place the deposit for the specific dog along with statements made on the website.  Note we did not place a deposit against a pool of adoption options but specifically for the dog named Peep.  This was confirmed by *************************** via text message.
  
  After placing the deposit we requested an up-to-date photo of the dog to understand her size so that we would be able to prepare our home for the adoption.  *************************** to date has not provided this photo.  Upon receiving this message, she informed us the dog did not meet the requirements and offered a full refund.  At this time, we accepted the offer of a refund and informed her we were cancelling our appointment for the following day.  Her response was to reject our appointment cancellation and withdrew the offer of a refund.  When seeking to resolve the issue she denied us contact with co-owner *********************************** referring to her as a junior assistant.  She subsequently accused us of being in breach of contract for not attending our appointment.  Now we are being blamed for not attending an appointment when it is clear *************************** did not inform her business partner of the appointment cancellation made the day prior.  This is documented in the attached text message export.
  
  The narrative offered as a reply to this dispute does not reflect the facts in the attached text message export with ****************************  In my opinion PSD has been unable to consistently honor agreements: a dog is represented one way and then that representation changes, refunds are offered and then denied, claims of voided contracts have been made and then they are made whole again.  Resolving this by furthering a business relationship with PSD and adopting a different dog exposes myself only to more risk of PSD failing to meet obligations.
  
  Sincerely,
  
  *************************