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:01/08/2025

  Type:Product 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.

  I, **** ********, purchased a Red Fox English Labrador for my daughter, **** ********, from Keepsake Labradors, LLC in Elizabeth, WV owned and operated by Judy M********/Josh. October 4th, 2024, a cashier’s check (#******) in the amount of 500$ dollars was provided as a deposit with a balance of 1700$ totaling 2200$ to be paid prior to receiving the puppy. December 22nd, 2024, I drove from Kenova to Elizabeth & pick up the puppy @ 11:00 am. The puppy was showing signs of lethargy and not feeling well in vehicle. The following morning at appx: 4:30 a.m., I woke up to find the puppy vomiting and having diarrhea. We proceeded to the *** Animal Hospital where diagnosis was parvovirus. The contract that was agreed upon by both parties involved, which is included in this correspondence, stated I had three (3) business days for the puppy to be virus-free. On December 26th, 2024, after all measures were exhausted by the vet******* staff, the puppy passed. I stayed in contact
  with Ms. M******** and can provide all messages and photos. J.M******** stated the puppy was never seen by a vet, and never left house to catch the virus. I told her in messenger the tattoo # inside puppy’s leg to identify its bloodline litter without the supervision of a veterinarian, the virus could have came from contaminated needle. She did refunded the remaining balance of 1700$ (check #******) without the 500$ deposit would not be refunded although I find no mention of this caveat in the contract. She offered to send cash in the mail, but I declined. Only a cashier’s check or money order be sent. I provided vet invoices and requested to be reimbursed for 1464.96$ and Ms. M******** did not acknowledge, nor was I reimbursed. This complaint is not only for reimbursement, but also for the welfare of the numerous adult dogs/puppies and Ms. M******** should be held liable for this situation. I understand that animals do get sick but also believe Keepsake Labradors LLC should be investigated.

  Business Response

  Date: 01/22/2025

  To whom it may concern,
                          We have received an email in reference to complaint ********.  We are prepared to take actions in order to resolve this claim.  We are willing to reimburse the amount of $1,964.96, however we would request that we are permitted to do so in six monthly installments.  Upon being contacted by the customer I responded and provided a refund less the amount of the $500 deposit.  Deposits are non-refundable, however the contract does not state this.  In light of that, we are willing to refund the deposit also.  In this matter the customer in question did provide vet invoices, however there was never a request for monetary refund in regards to the veterinary expenses.  Regardless, we do feel terribly for the client in question and as previously stated are prepared to refund the requested amount of $1,964.96 in six monthly installments.
  
              Sincerely,
  
                         J. M********

  Customer Answer

  Date: 01/22/2025

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

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