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:11/02/2022

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The statements made by the business are false. Additional testing, veterinary signed statements and evidence has since been provided in a court of law. Per the court, a settlement agreement was reached, the business has since admitted responsibility for the sale of a sick puppy, and failed to provide registration papers at the time of purchase and for several months after. Per court mediated settlement agreement (in exchange for money), I am providing a revised mutually agreeable review / complaint wording, in order to close this complaint and the settlement. 
  
  
  
  Sincerely,
  
  
  
  ********* ****

  Per a court mediated signed settlement agreement, the statement below was revised per business satisfaction, with outstanding expectation of payment owed in exchange:

  
  I purchased a puppy on Oct. 15th, 2022 that became ill within a few hours of arriving home, that led to a parvovirus diagnosis less than 48 hrs later, and 5 day emergency hospitalization. While we realize the breeder may not have been aware the puppy had contracted parvo prior to sale, once informed, she did the due diligence to quarantine and test the other puppies in her care & inform the other owners. 

  
  Additionally, I was not provided with AKC Registration papers (for which I had paid for), and after contacting the AKC, was informed that the litter had not yet been registered, despite the sale of all the puppies. After several requests, I did eventually receive the papers a few months later.

  
  Thankfully, our puppy was able to make a full recovery, however there were extensive veterinary bills. I notified Kentfield Kennels via phone as well as formally in writing of the illness the same day he was admitted, and again after diagnosis. They were also informed that we were seeking reimbursement for veterinary expenses, since the puppy was determined not to be in good health at the time of purchase, which was in violation of the Health Guarantee and Terms of Sale contract.  

  
  In accordance with the Polanco-Lockyer Pet Breeder Warranty Act (CA Puppy Lemon Law), all purchaser requirements were promptly met, providing contact information for and copies of all medical records, invoices, and signed statements by the treating veterinarian indicating the diagnosis of parvo, and that the virus was contracted prior to the time of purchase by us. The puppy was confirmed positive for parvo virus by a snap test at North Peninsula Veterinary Emergency Clinic visit on October 17, 2022 and again via PCR test on sample taken October 21st, 2022. Additional tests performed (breeder request) also confirmed negative for Giardia and negative for other parasites on October 21st, 2022 as well. It is still unclear as to where the puppy may have been exposed to parvo, since the puppy was in several places the week prior to our purchase (Kentfield’s Oklahoma kennel where he was born and raised, vet office in OK to obtain health certification, vaccinations and medications, during transportation to CA kennel, at CA kennel, or while in the care of the first buyer/owner who purchased and then returned the puppy on Oct. 13th, 2022.)

  
  We were able to reach an amicable settlement agreement on March 6th, 2023. Kentfield provided reimbursement in accordance with the Polanco-Lockyer Pet Breeder Warranty Act (CA Puppy Lemon Law), which helped us to pay a portion of the veterinary expenses we incurred. All that being said, I am revising my review to 3 stars, because despite his unfortunate and rough start in life, our puppy Sunny (now 6 months old) is a very happy, beautiful and well tempered dog, that we could not imagine our lives without!

  red the health certifiaction for this puppy, and I have obtained origional copies from ******** *********** indicating such. After extensive vet bills for hospitalization and treatment (including additional tests proving the diagnosis was correct), demand letter was sent regarding paying for the vet oinvoices as well as refund of the purchase price of the animal, without asking for return of the animal, since he has made a full recovery. (He is also still considered highly contagious to other unvaccinated dogs for up to a month. Responses from business have been limited, and has not accepted responsibility, nor intent to pay as well as demanding return of the puppy which would not only be detrimental to the puppy, and us, but also the business & other puppies kept there. We love our puppy and there should be no reason to return it given the above expierences, in order to get a partial refund without papers & without it having been sold to us healthy.

  

  Business Response

  Date: 11/22/2022

  Thank you for your notification of a complaint filed.

  This Client, *********************** has trouble with the truth.

  She did get a puppy from our kennel that was not ill when it left the kennel.

  She notified me that the puppy was sick 3 days after she took him home and I asked her to return the puppy.  She refused.

  I asked to talk to the vet treating the puppy and she did give me that number.

  The vet stated they could not give me any information on the puppy as I was not the owner.

  ********* instructed the vet to not give me any information on the puppy, this constitutes refusal of my rights to a second opinion as per the Puppy Lemon Law.

  ********* canceled her credit card payment stating the puppy was returned to the kennel on 10-17-2022.

  Documents attached representing this information.

  I will also forward all email correspondence with *******************

  She is very angry, and we are sorry for that, yet her story keeps changing.