Complaints

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• Initial Complaint

  Date:09/04/2024

  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 puppy from *************** at ***************** in *****************. The puppy was supposed to come with a Year health Warranty. The day after we brought him home we ended up in the emergency vet. For the next month he spent numerous times at the vet and was getting sicker by the day. I contacted *** multiple times. The vet determined due to ***** limited vaccinations the puppy had Distemper the day he came home, and ended up passing away a month after we got him. It was extremely traumatizing to my sons. A refund for the puppy is the least she can do. I spent thousands of dollars taking him to the vet trying to diagnose and save him. As well as hundreds on supplies for him. *** refused to refund any vet bills or refund the price of the puppy. Our contract stated we had a year health warranty on him. She doesn't return any calls or emails and this is a final resort for a refund, it's been over a year and a half waiting.

  Business Response

  Date: 09/20/2024

  I would like to reply with the facts of these false accusations. ******** purchased a German Shepherd puppy from me on 1/7/23. The puppy was 8 weeks of age. The puppy was vaccinated with the first puppy vaccine and given a New Hampshire state health certificate, which states the puppy was in excellent health before sold. This was done by our veterinarian. The vaccine was for parvo and distemper. All the littermates received the same. 

  ******** contacted me via my kennel page on 2/5/23 Stating the puppy was "limping" and she had hip x rays done, nothing was found and to take him home to watch. I responded to that message, stating the puppy was way too young for hip x-rays and questioned if he hurt himself  11 days went by before I received a response back from her. Her second message, 11 days later was asking for a phone call. I told her I was busy, but could call after 1:30 PM. I also asked her if the dog had received any vaccines from her vet. She responded to that stating she wanted me to just take the dog back at this point. She said the vet bills were becoming expensive and the stress on her family was too much. She claimed she gave the vet the vaccine schedule I gave her and he followed that. No traditional vet would do that.

  I called after 1:30 as I stated  I would 3:27 to be exact and  no answer. I notified her via my business page on ********(how we've been communicating) that I called and was unsuccessful at reaching her. I sent another message asking for her to please have her vet send my vet the imaging and vet visit summaries. I provided her with my vet's number and fax number. I have these conversations in writing between ******** and I.

  She responded on the next day, February 17th via writing and said she's leaving for ******* and just needs me to take the puppy back.She can't leave the puppy with a dog sitter. I told her to bring the dog back to me. She stated she couldn't get the puppy to me but was trying to contact her cousin to see if she could bring the puppy back to me.

  No reply

  I messaged again asking when the puppy would be returned so I could have him seen by my vet.She responded and said her vet now thinks the puppy has distemper from my place. I told her that was not possible. He had been vaccinated against distemper, and all the littermates were too and in excellent health and still are today. I asked again for the third time if she had found someone to bring the puppy back to me. No answer. ******** also never followed through was sending my vet the puppy's x rays or vet visit summaries.She never returned the dog.She stopped responding to me.

  I'm shocked getting this complaint 1 year and 7 months after no contact. And this is the first time she is telling me that the puppy had died??!!

  Not only did she breach the contract, she never returned the dog or made any effort to allow me to have my vet look this puppy over. Samantha  never once asked for a refund. I told her to return the dog so she could have my vet review all of this. This would have been done on my dime. ******** stopped responding to me. ******** also mentions a warranty. I have a written contract that ******** signed. This contract states what the warranty was for. The warranty was good until 11/10/23(now ten months past). ******** did not follow the warranty guidelines. The guidelines of this warranty were to contact the breeder if a health issue arose so that we could discuss a plan of action. I was to be provided veterinarian summaries of what happened and breeder could choose if a second opinion was warranted. ******** could then decide whether she wanted to treat the dog or return the dog to me for a refund depending on the problem found. ******** did none of these, she stopped communication. I have never received a letter, phone call, email or ******** business page message, where all of our communications were done. I have even gone as far as searching back in emails and no messages left on the phone for something I could have missed from ********. Unfortunately because it is now being brought to light 1 year and 7 months later, how this all unfolded, and no puppy, there is no resolution to this.I'm saddened that I was never given an opportunity to take this puppy back and figure out what really happened and now to learn the puppy is not alive. There has been no proof of any of these things she is claiming.