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:06/17/2025

  Type:Sales and Advertising 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.

  Puppy Heaven sold me a sick puppy. she was delivered to me with severe diarrhea. The company told me that it was perfectly normal, however six weeks later of diarrhea she was diagnosed with giardia. I spent almost $1500 in medical bills treating her Giardia for six months and three doses of medication. the owner refused to assist me with any part of the medications.

  Business Response

  Date: 06/19/2025

  At Puppy Heaven, we are committed to the health and well-being of every puppy placed in a loving home. We are sorry to hear this customers concerns and appreciate the opportunity to clarify the situation.
  At the time of adoption, every new pet owner receives detailed written instructions that include the requirement to have their puppy examined by a licensed veterinarian within 72 hours. This initial wellness visit is critical not only for validating our health warranty, but also for identifying any issues early. We specifically instruct all new pet owners to complete a ***** test during this first exam to check for common intestinal parasitessuch as Giardiaand determine whether any additional deworming is necessary. If so, treatment can be administered promptly to prevent prolonged symptoms or complications.
  In this case, according to the customers own statement, the ********************** was not treated for Giardia until approximately six weeks after delivery. Had the recommended veterinary visit and ***** test been completed within the first few days, as outlined in our policy, the condition likely could have been treated early and at far lower cost.
  Furthermore, as clearly stated in our signed Health Warranty Agreement, Giardia and similar parasites are excluded from coverage, as they are commonly found in young puppies and are easily treatable. Our policy also does not cover veterinary expenses that are not pre-approved or do not meet the warranty terms.
  We truly sympathize with the customers frustration, but the terms of our warranty and adoption agreement are designed to support responsible care and timely medical attention.
  

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23481959
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 06/24/2025

  I purchased my pet on July 7, 2024 online she was delivered to me on July 14, 2024. I took her to her first vet appointment July 21, 2024. I called Puppy Haven immediately when I noticed the diarrhea they told me it was perfectly normal. I then contacted them about the giardia and tapeworm, and I have not received any follow ***

  Business Response

  Date: 06/27/2025

  At Puppy Heaven, we understand your concerns and want to clarify that parasites such as Giardia and tapeworms are common and treatable in young puppies. As stated in our signed Health Warranty, these conditions are explicitly excluded from coverage.
  Please refer to the Health Warranty document to view the deworming schedule, confirming the puppy was scheduled for additional dewormings along with her scheduled vaccines. Were sorry to hear this made you frustrated; however, deworming is part of the routine care a new owner should be prepared to provide to a new puppy coming home. This information is listed in our purchase agreements and discussed during the nursing instructions we provide prior to pickup or delivery.
  In your initial complaint, you mentioned the puppy was diagnosed with Giardia six weeks after first noticing diarrhea. We do believe that had our deworming instructions been followed, the related veterinary costs could have been significantly lower. 
  We sincerely sympathize with the challenges you faced and encourage you to reach out to our support department directly at ********************************** should you wish to formally file a claim or if you have additional questions.

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23481959
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 06/30/2025

   I took my puppy in on 7/21/25. she was delivered on 7/14/25. please confirm you received my response. Thank you.

  Business Response

  Date: 06/30/2025

  Thank you for your response and for confirming the vet visit date.
  While we understand there may have been some misunderstanding regarding the timeframe of the initial exam, we do want to clarify that deworming is considered a standard part of routine care that every new pet owner should be prepared to provide when bringing a puppy home. As outlined in our purchase agreement and discussed in the nursing instructions provided prior to delivery, follow-up deworming may be necessary depending on the results of the initial ***** exam.
  Please let us know if you have any further questionswere happy to help.

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23481959
  
  I am rejecting this response because:

  I received the puppy from Puppy Haven July 14. I took her into the vet July 25. She was severely ill with Giardia for seven months and three sets of treatments.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 06/30/2025

  We would like to clarify that Giardia is not classified as a disease or illness, but rather a common intestinal parasite found in many young puppies and even adult dogs. It is typically addressed through routine veterinary care and follow-up deworming treatments, especially after the stress of transitioning to a new environment.
  As outlined in our Health Warranty, conditions such as Giardia are not covered, as they are considered treatable and not life-threatening. This information is also reviewed in our pre-delivery nursing instructions and listed in the purchase agreement.
  We do understand this situation was frustrating, and we hope your puppy is now doing well. Please let us know if you have any additional questions or concerns.

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23481959
  
  I am rejecting this response because: when my puppy was delivered, I was told that the diarrhea she had was perfectly normal not once. Did I receive anything in writing regarding Giardia when I followed up with the owner about her diarrhea. The owner indicated The diarrhea is normal because of her relocation. otherwise had I been informed in writing on the day of delivery regarding the Giardia I would have taken  her earlier than the time it took me to get to the vet.

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 07/01/2025

  Thank you for your continued feedback.
  Please refer to the Health Warranty Agreement, in which you will findin writingthe following:
  -Additional deworming was required for your puppy as part of her routine care.
  -Clear instructions to schedule a veterinary exam within 72 hours from the time of delivery to validate the warranty and allow for early detection of any concerns.
  -Information regarding general parasites, including Giardia, being common in puppies and therefore excluded from warranty coverage.
  We understand this situation has been upsetting, and we truly hope your puppy is now thriving.

  
  

  Customer Answer

  Date: 07/01/2025

  I responded to the complaint in a timely manner. Please be open. Thank you.

  Customer Answer

  Date: 07/01/2025

  I responded within a timely manner with my documentation. Please keep this case open thank you.
  

  Customer Answer

  Date: 07/02/2025

  Good morning Im calling regarding the case that you closed. I responded to this action in a timely manner and would like for the case to stay open or reopen. Please notify me of the status thank you have a good day.

• Initial Complaint

  Date:06/16/2025

  Type:Sales and Advertising 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.

  In March 2025, I purchased a **** ******* Cavalier puppy from Puppy Heaven. At the time of sale, the business explicitly assured me the puppy was healthy, had no medical history, no prior procedures, and was not neutered. This assurance was a critical factor in my decision to purchase. However, within two months, when we took the puppy to a veterinarian for neutering, the vet diagnosed him with double cryptorchidisma serious and potentially life-threatening condition where both testicles were undescended and located in the abdomen. This condition significantly increases the risk of testicular cancer and other severe health complications. The surgery to correct this is complex and risky. After raising my concerns with Puppy Heaven, they provided documentation contradicting their initial claims, revealing that the puppy had been neutered in December 2024 and treated for cryptorchidism well before the sale. This vital medical history was deliberately withheld from me at the time of purchase, a fact that is both deeply concerning and deceptive. This lack of transparency put my pets life at risk, caused unnecessary delays in treatment, and resulted in unexpected medical expenses. Additionally, it has created ongoing anxiety about my dogs long-term health and has impacted my ability to secure insurance coverage for future health issues related to this condition. Despite multiple attempts to seek compensation and clarity, Puppy Heaven has been unresponsive or has referred me to legal counsel without offering any resolution. This situation has caused significant emotional distress and financial burden. I am filing this complaint to hold Puppy Heaven accountable for their deceptive practices, seek fair compensation for the medical costs and stress endured, and to prevent other customers from facing similar risks due to undisclosed medical issues.

  Business Response

  Date: 06/19/2025

  At the time of purchase, there was no discussion between Puppy Heaven and the customer regarding whether the ********************** had been neutered. The topic was not brought up or requested, and we provided all medical documentation that was available to us at the time of sale.
  Several weeks later, the customer contacted us following a veterinary exam where his veterinarian claimed the puppy suffered from bilateral cryptorchidism and recommended a surgical neuter. The customer then requested that ********************** cover the cost of the neutering procedure, which he believed would resolve the condition.
  With complete trust in our breedersand knowing that a condition as significant as bilateral cryptorchidism would almost certainly have been notedwe immediately contacted the breeder for clarification. The breeder confirmed that the neutering procedure had already been completed in December 2024, prior to the puppys sale.
  Due to a simple human error, the neuter documentation had not been included in the puppys folder. We sincerely apologized for this oversight, promptly retrieved the official veterinary record, and provided it to the customer, believing this would satisfy the original request, which was strictly related to covering neutering expenses.
  To our surprise, the customer responded with a demand for $10,000 in compensationa claim that is entirely disproportionate and unreasonable, especially considering the original purchase price was a small fraction of the amount being claimed. No medical procedure was needed, no surgery was performed, and there is no health risk present.
  As a result, we referred the matter to our legal counsel and informed the customer that any further communication regarding compensation should be directed to her.
  Puppy Heaven is committed to sharing all relevant medical information we receive from our breeders and deeply regrets the omission of the neuter document, which was unintentional. We remain open to resolving this matter in good faith within reasonable and appropriate boundaries.
  

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23471064
  
  I am rejecting this response because the business has provided no resolution or compensation for the harm caused by their failure to disclose my dogs congenital defect (bilateral cryptorchidism) and prior abdominal surgery.
  
  At the time of purchase, I was explicitly told the puppy was not neutered. This was the reason I scheduled surgery. Only after my veterinarian diagnosed bilateral cryptorchidism and I contacted the seller did they change their story and produce the prior vet records.
  
  Both ******* and ***** from Puppy Heaven personally provided this misinformation and even offered to cover neutering costs. So for the business to now claim this was not discussed is completely false. We had a clear conversation about this.
  
  This was not a minor record error. It was a failure to disclose known medical history and condition. Their misinformation nearly resulted in a second, unnecessary surgery that could have endangered my dogs health.
  
  Regardless of the purchase price, we have suffered great emotional distress, our pet is now facing insurance issues for the rest of his life, and we remain concerned for his long term health. We would have never purchased this pet had we known about his past medical issues.
  
  The lack of disclosure placed my dog at serious medical risk and created unnecessary emotional and financial harm for me as the owner.

  They claim this surgery was performed when Stormy was just eight weeks old, which is before a condition like bilateral cryptorchidism can even be properly diagnosed or safely treated. This makes their medical records highly questionable and has forced me to pursue additional exams and testing because I can no longer trust the accuracy of their documentation.
  
  In addition, I submitted a formal ten thousand dollar compensation demand to their attorney on June 7, 2025, with no response in over two weeks. If an agreement cannot be made I am proceeding with legal action to resolve this matter.
  
  Sincerely,
  
  Kosisochukwu Nwambuonwor

  Business Response

  Date: 06/27/2025

  As previously stated, we took the customers concern seriously and promptly investigated the matter. Upon learning that the customer believed a medical procedure was necessary, we immediately contacted the breeder and confirmed that the puppy had already been neutered. The absence of documentation was due to a simple clerical oversight, which we acknowledged and corrected by providing the veterinary record in full.
  While we understand the customers frustration, we must reiterate that the demand for $10,000 in compensation is entirely disproportionate and not in line with the health warranty we provide. There was no untreated medical condition at the time of sale, no surgery performed by the customer, and no verifiable harm caused by the oversight.
  As such, the matter has been escalated to our legal counsel, and the customer has been informed that any further communication regarding financial claims should be directed to her. While we regret any delays, we are not in a position to control our attorneys schedule or the order in which her active cases are handled.
  We remain confident that this matter will be addressed appropriately through the proper legal channels and reiterate that Puppy Heaven is prepared to take full responsibility in accordance with the correct legal standards applicable to this type of matter.

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23471064
  
  I am once again rejecting this response because Puppy Heaven continues to minimize the actual issue and avoid accountability. You sold me a dog with a known congenital defect and a prior abdominal surgery, but told me he was not neutered and had no medical history. That is not a clerical error its misrepresentation. In fact, I was told he was being offered at a lower price I was told he was priced lower only because he had been there for a while. That statement feels deliberately misleading in hindsight. You knew there was a medical issue and failed to disclose it. I made my decision based on the belief that I was purchasing a healthy puppy. That trust was broken the moment I found out from my own veterinarian that he had bilateral cryptorchidism a diagnosis that should have been disclosed upfront. Let me make this very clear: I did not want a dog with prior medical history. I was specifically told there was none. Now I have a dog with documented health complications and a history of surgery and that is absolutely something I would have never agreed to if I had been told the truth from the start. You didnt correct anything until after I confronted you with the diagnosis. Thats when the prior medical records were suddenly produced records that you clearly had access to all along. The fact that you withheld this information, despite having it in your possession, shows that this was not an honest mistake. It was a failure to be transparent with your customer. So no, this wasnt a documentation error this was a cover-up until you got caught. Because of this, I was unable to enroll him in pet insurance. I have coverage on my other dogs, but was informed that due to this condition and the prior surgery, most future claims would be excluded. That decision alone has long-term financial consequences for me, especially if new health issues arise related to this condition. I now have a pet with a known health issue and no coverage all because you failed to disclose something you were fully aware of. Furthermore, I only avoided putting him through a second unnecessary surgery because my veterinarian caught the issue in time. Had I gone through with the procedure based on what you told me, it could have put my dogs health at serious risk. Thats not a minor mistake thats a dangerous one. Thats not something you get to downplay or dismiss with legal jargon and vague health warranties. I submitted a formal $10,000 compensation request to your attorney and still have not received a response. If a resolution is not reached immediately, I will be moving forward with legal action and reporting this matter to the appropriate consumer protection and animal welfare agencies. You sold me a dog under false pretenses. You withheld vital information that directly affects his care, his health, and my ability to protect him moving forward. That is the core issue and it deserves more than dismissal.
  
  Sincerely,
  
  Kosisochukwu Nwambuonwor

  Business Response

  Date: 07/01/2025

  As previously stated, this matter is now being handled by our legal counsel. Any and all further communication, documentation, or claims regarding this case should be directed to her directly.
  We will not be addressing additional allegations through this forum, as all details and concerns are now under legal review.
  

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23471064
  
  I am marking this response as unsatisfactory and will not be engaging in further back and forth through this forum.
  
  The core issue remains: I was sold a dog with a known congenital defect and prior surgery, but was told there was no medical history. That is a material misrepresentation.

  I have already submitted a formal compensation request to their attorney and, given the lack of response, I am now proceeding with legal action.
  
  This statement is for documentation purposes only. I will not be revisiting this matter through the BBB, as the business has made it clear they will not address it here
  
  Sincerely,
  
  Kosisochukwu Nwambuonwor

• Initial Complaint

  Date:12/14/2023

  Type:Sales and Advertising 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.

  My Aunt and myself purchased 2 puppies from this establishment on 11/29/2023. We immediately made an appointment with our VET to have the puppies checked on 12/1/2023. We took in f**** samples to the VET and it came back the the Toy Poodle had Giardia which is a parasite and was grossly skinny and malnourished (per the VET). The ShiTzu was diagnosed with Bronchitis. Between the both of us we have spent over $500 on vet bills and I have another pet at home who is now sick with both ******* and ********** and have had to spend money on prescriptions for **** as well. When calling the petshop immediately upon the diagnosis' the owners have never called me back and have never tried to right the wrong. I should have read all of the reviews before buying puppies. We are not asking for our money back as we have now become attached to the puppies. However, they should, at the very least, refund some money to us both since they were paid over $7,000 in two purchases on the same day. Since we have purchased these puppies we have been quarantined and cannot have the dogs near each other and it's been an absolute nightmare. It is absolutely disgusting that the owners have never even tried to fix this issue or call us back.

  Business Response

  Date: 12/19/2023

  We deeply regret any concern you may have and are fully committed to assisting you with any issues you encounter. Our records indicate that the store manager has already engaged in a conversation with the ShihTzu puppy's owner regarding this purchase. They have addressed all her inquiries and worries and have provided comprehensive instructions on how to initiate a medical claim through our support team. We apologize if this information was not relayed to you, but we welcome you to submit a claim to our support team for any medical issues. Please send your claims to *********************************** For more efficient and expedited assistance, we recommend submitting each claim separately. Puppy Heaven stands behind our health warranty for all puppies sold in our store and is dedicated to upholding the terms of this warranty with pride.

  Customer Answer

  Date: 12/20/2023

  Until I receive a response from support at Puppy Heaven I will keep my case open with the BBB.  I have pasted a copy of the email sent to ********************************** on 12/20/2023 and have attached my vet bills since 11/29/2023 for reference.   

   

  To Whom It May ********************** aunt and I both purchased our puppies on the same day on 11/29/2023.  I will submit my claim for my issues but my puppy did not have the respiratory infection initially.  Our initial vet appointment was on 12/01/2023 after purchasing the puppies.  See below for a timeline of events because these sick puppies snowballed my situation and now may have to put my elderly dog down because of this situation caused by Puppy Heaven.  I have spent $1100.46 all because I purchased a sick puppy from your facility. 
  
  
  VET VISITS AFTER PURCHASING MY PUPPY FROM YOU:
  
  
  12/01/2023 - My puppy (you named Richness) had a parasite called Giardia which was discovered at her initial vet appointment on 12/01/2023 when we provided stool samples to be tested.  Giardia is a parasite and is highly contagious. The vet also stated she was malnourished and far too skinny.  He said it's ok to feel the ribs but when you can feel in between the ribs and feel every little bone in her body that is not good.  To be clear I am not asking for reimbursement for the first vet visit on 12/01/2023 as that was my choice to take her in to be sure we had a healthy puppy. 
  --
  12/04/2023 - This is the cost for the antibiotics for the Giardia once they discovered it in her stool. Cost I would like reimbursed from Puppy Heaven $13.87
  
  
  12/07/2023 - This vet visit was for my dogs ****** (you called Richness) and my elderly dog **** because they caught the respiratory infection that came home with the puppy (shitzu) that my aunt purchased from you.  Cost I would like reimbursed from Puppy Heaven $152.37
  
  
  12/09/2023 - Another prescription for both of my dogs for the respiratory infection.  Cost I would like reimbursed from Puppy Heaven $195.94
  
  
  
  12/11/2023 - Prescription for **** for Giardia that was brought home by (Richness) Cost I would like reimbursed from Puppy Heaven $42.81
  
  
  12/15/2023 - URGENT vet visit because **** was extremely sick and coughing all day and night from respiratory infection brought home by ShiTzu.  Cost I would like reimbursed from Puppy Heaven $426.21
  
  
  12/19/2023 - Another URGENT vet visit for **** due to being so ill from the respiratory infection.  **** is not recovering from the illness because she is elderly and now may have to be put down from all of this.  She was doing fine before I brought the puppy home with the sickness(s) and now I'm up all night hearing her cough and cough and cough.  Cost I would like reimbursed from Puppy Heaven $269.26
  
  
  I paid $4000 for my toy poodle (Richness) now called ****** from your establishment and now have spent $1,100.46 in vet visits along with the utter sadness of watching my older dog **** suffer from this entire situation.  Because of her age she now may have to be put down because she's not recovering from the respiratory problems associated with this purchase from you.  I am asking for a reimbursement for my expenses from Puppy Heaven.  I love my new puppy but this has taken the fun out of this entire experience and the fact that I'm blaming myself for my older dog suffering and now may pass away. 
  
  
  With that said I would like reimbursement for my entire VET costs of $1,100.46.
  

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21009132
  
  I am rejecting this response because: 

  Until I receive a response from support at Puppy Heaven I will keep my case open with the BBB.  I have pasted a copy of the email sent to ********************************** on 12/20/2023 and have attached my vet bills since 11/29/2023 for reference.   

   

  To Whom It May ****************** style="color: rgb(33, 37, 41); font-size: 11px; font-family: "Proxima Nova", sans-serif;">
  
  My aunt and I both purchased our puppies on the same day on 11/29/2023.  I will submit my claim for my issues but my puppy did not have the respiratory infection initially.  Our initial vet appointment was on 12/01/2023 after purchasing the puppies.  See below for a timeline of events because these sick puppies snowballed my situation and now may have to put my elderly dog down because of this situation caused by Puppy Heaven.  I have spent $1100.46 all because I purchased a sick puppy from your facility. 
  
  
  VET VISITS AFTER PURCHASING MY PUPPY FROM YOU:
  
  
  12/01/2023 - My puppy (you named Richness) had a parasite called Giardia which was discovered at her initial vet appointment on 12/01/2023 when we provided stool samples to be tested.  Giardia is a parasite and is highly contagious. The vet also stated she was malnourished and far too skinny.  He said it's ok to feel the ribs but when you can feel in between the ribs and feel every little bone in her body that is not good.  To be clear I am not asking for reimbursement for the first vet visit on 12/01/2023 as that was my choice to take her in to be sure we had a healthy puppy. 
  --
  12/04/2023 - This is the cost for the antibiotics for the Giardia once they discovered it in her stool. Cost I would like reimbursed from Puppy Heaven $13.87
  
  
  12/07/2023 - This vet visit was for my dogs ****** (you called Richness) and my elderly dog **** because they caught the respiratory infection that came home with the puppy (shitzu) that my aunt purchased from you.  Cost I would like reimbursed from Puppy Heaven $152.37
  
  
  12/09/2023 - Another prescription for both of my dogs for the respiratory infection.  Cost I would like reimbursed from Puppy Heaven $195.94
  
  
  
  12/11/2023 - Prescription for **** for Giardia that was brought home by (Richness) Cost I would like reimbursed from Puppy Heaven $42.81
  
  
  12/15/2023 - URGENT vet visit because **** was extremely sick and coughing all day and night from respiratory infection brought home by ShiTzu.  Cost I would like reimbursed from Puppy Heaven $426.21
  
  
  12/19/2023 - Another URGENT vet visit for **** due to being so ill from the respiratory infection.  **** is not recovering from the illness because she is elderly and now may have to be put down from all of this.  She was doing fine before I brought the puppy home with the sickness(s) and now I'm up all night hearing her cough and cough and cough.  Cost I would like reimbursed from Puppy Heaven $269.26
  
  
  I paid $4000 for my toy poodle (Richness) now called ****** from your establishment and now have spent $1,100.46 in vet visits along with the utter sadness of watching my older dog **** suffer from this entire situation.  Because of her age she now may have to be put down because she's not recovering from the respiratory problems associated with this purchase from you.  I am asking for a reimbursement for my expenses from Puppy Heaven.  I love my new puppy but this has taken the fun out of this entire experience and the fact that I'm blaming myself for my older dog suffering and now may pass away. 
  
  
  With that said I would like reimbursement for my entire VET costs of $1,100.46.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/26/2023

  We genuinely regret hearing about the challenges you've been experiencing with your new puppy. However, we kindly request that any further communication and updates be directed to our support team so that we can work towards resolving this issue for you. Since no claim has been initiated and processed yet, we haven't had the chance to review the medical findings. It's important to note that all puppies at Puppy Heaven come with a health warranty, which we are committed to honoring. We eagerly await the opportunity to assist you once you are ready to proceed.

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21009132
  
  I am rejecting this response because:  I need to keep the case open until a final decision has been made.  Currently, Puppy Heaven is requesting all medical records since 12/1/2023 through current so that they can review those records to make a decision.  I have ordered all records and will be submitting those to Puppy Heaven by the end of this week 01/05/2024
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/03/2024

  Hello once more, and I hope you're having a Happy New Year! As per our health warranty policy, it's essential to submit a medical claim for coverage assessment and to potentially receive compensation. We'll gladly address your concerns and ensure you receive the appropriate assistance once we have access to the complete records, enabling us to determine your warranty coverage.

  If you had already submitted a claim and it was denied for items covered by the health warranty, we would completely understand your decision to involve the Better Business Bureau (BBB). However, since you haven't yet initiated the claims process in your efforts to resolve this matter, we are a bit puzzled by the submission of this claim here.

  Customer Answer

  Date: 01/09/2024

  It took me a little time to gather everything you requested.  I had to send the claim form to my vet.  I sent you a response on 1/6/2024 (below)

   

  I have attached everything you've requested.  See below:
  
  
  Claim Forms - Red Poodle (******), ************* (*******), Japanese Chin ******************************* I paid the vet bills
  Medical Records - for all three dogs from 12/1/2023 through 1/6/2024

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21009132
  
  I am rejecting this response because: 

  It took me a little time to gather everything you requested.  I had to send the claim form to my vet.  I sent you a response on 1/6/2024 (below)

   

  I have attached everything you've requested.  See below:
  
  
  Claim Forms - Red Poodle ********* ************* ********** Japanese **** (****)
  Receipts showing I paid the vet bills
  Medical Records - for all three dogs from 12/1/2023 through 1/6/2024

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/09/2024

  We appreciate your input. If you have already submitted this information to Puppy Heaven's support team, you can expect to receive a response and assistance from them. Since you are currently receiving assistance for this issue, and we do not handle the processing or disclosure of information here, further communication on this platform is unnecessary.

   

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21009132
  
  I am rejecting this response because:  "There is no final decision made by Puppy Heaven".  All paperwork and responses have been given to Puppy Heaven to this point.  Once a decision is made from them I will decide if it's acceptable.  

  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/10/2024

  Puppy Heaven's support team is currently managing this case, and we are committed to providing you with any available remedies in line with our health warranty policies.

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21009132
  
  I am rejecting this response because I will wait for Puppy Heaven to respond 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 01/11/2024

  I have provided Puppy Heaven EVERY SINGLE Invoice, Receipt and all of the medical records and they're still asking for more. I can already see they're stringing me along.  I will not give up on this complaint.  This is bad business to sell sick puppies and send them home with people who have other elderly dogs who were made extremely sick.  

  Business Response

  Date: 01/16/2024

  Puppy Heaven's support team is currently managing this case, and we are committed to providing you with any available remedies in line with our health warranty policies.

  Customer Answer

  Date: 01/17/2024

  Puppy Heaven is asking for the medications given to ****** (red poodle) and I've already provided EVERYTHING they requested.  Now they're asking for medications and it's clearly notated in the medical histories (attached).  I have attached copies of exactly what I provided directly to Puppy Heaven showing the office visits since we purchased the puppies at the end of November. 

  I provided RECEIPTS, OFFICE VISITS, MEDICAL HISTORY SINCE 12/1/2023 when this costly nightmare started for me.  Because they sold us SICK DOGS it snowballed into an expensive nightmare when BOTH puppies we purchased the same day got my elderly dog sick.  

  Customer Answer

  Date: 01/17/2024

  Puppy Heaven is asking for the medications given to ****** (red poodle) and I've already provided EVERYTHING they requested.  Now they're asking for medications and it's clearly notated in the medical histories (attached).  I have attached copies of exactly what I provided directly to Puppy Heaven showing the office visits since we purchased the puppies at the end of November. 

  I provided RECEIPTS, OFFICE VISITS, MEDICAL HISTORY SINCE 12/1/2023 when this costly nightmare started for me.  Because they sold us SICK DOGS it snowballed into an expensive nightmare when BOTH puppies we purchased the same day got my elderly dog sick.  

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21009132
  
  I am rejecting this response because: 

  Puppy Heaven is asking for the medications given to ****** (red poodle) and I've already provided EVERYTHING they requested.  Now they're asking for medications and it's clearly notated in the medical histories (attached).  I have attached copies of exactly what I provided directly to Puppy Heaven showing the office visits since we purchased the puppies at the end of November. 

  I provided RECEIPTS, OFFICE VISITS, MEDICAL HISTORY SINCE 12/1/2023 when this costly nightmare started for me.  Because they sold us SICK DOGS it snowballed into an expensive nightmare when BOTH puppies we purchased the same day got my elderly dog sick.  

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/17/2024

  Puppy Heaven's support team is currently managing this case, and we are committed to providing you with any available remedies in line with our health warranty policies.

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21009132
  
  I am rejecting this response because I am waiting on the final outcome. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 01/29/2024

  I have responded to all BBB emails in a timely manner.  If at all possible I would like this reopened.  These people are selling sick animals to consumers and it should not be allowed.  We paid over $7000 for 2 dogs.  Please advise.  

• Initial Complaint

  Date:10/30/2023

  Type:Sales and Advertising 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.

  So I had been interested in purchasing a teacup Pomeranian and so I reached out to the company puppy heaven and they had told me if I hurried and signed forms and made initial down payment for the shipping fee then they could have her shipped to me by that Friday( because it was a Monday). So I hurried and did what they said and basically my sister in law got approved for **** through American first finance and I got approved for **** and then puppy heaven lied on their paperwork with the finance company making it seem like we werent paying or something together and were going to charge rhe remaining money to my debit card. The total amount would have been $3200 and I had paid $566 for shipping already.After recieving the puppy she kept getting way bigger then the initial 2-3 puppy heaven had promised me on several occasions that I talked to them. I wouldnt have spent such a huge amount of money on this teacup dog if I would have known she was going to be a full size dog of who knows what breed. Several people have complained about this company and I didnt see the reviews until after it was too late.Im very upset and devastated because I paid for a teacup dog and thats what I expected. They need to refund my money and pay to ship their dog of whatever this is back. Due to this being on two seperate peoples names mine and my sister in law..we both have had our credit scores tank because we shouldnt have to pay for a dog that isnt what is advertised period. Then I send the demand letter for payment and they give me an attorney info and when you click the link it says page not valid or something.

  Business Response

  Date: 10/30/2023

  The payment for this puppy has not been received as scheduled. The customer has not fulfilled their payment obligations for the puppy and there is an outstanding balance. Despite our numerous efforts to collect payment, we have not received any response. It appears that any complaints raised may be an attempt to evade payment.

  We have also engaged our company's attorney, who is in contact with the customer.

  Unfortunately, until payment is received in full, Puppy Heaven will be unable to proceed with processing any claims or addressing concerns related to this purchase.

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20797431
  
  I am rejecting this response because:

  I am not going to pay for a puppy that isnt what was advertised. I was making payments through American first finance and they refunded my money that I did pay because of the situation.I will not make any further payments for a puppy that isnt the teacup breed like I was promised numerous times.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/02/2023

  Regrettably, given the sequence of events, we are led to conclude that any complaint concerning this transaction appears to be an attempt to evade payment responsibilities. Consequently, we cannot provide any additional support or engage in further communication regarding the purchase of this puppy.

  Customer Answer

  Date: 11/12/2023

   
  Complaint: 20797431
  
  I am rejecting this response because:
  They clearly have scammed several people and continue to do so. Its so frustrating because this teacup Pomeranian I paid for isnt really a teacup Pomeranian and if I wanted a mutt I would have went to the pound and got one. Its so irritating because this is false advertisement and this company is horrible for scamming people. They need to be held accountable and stop ripping people off! 
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/14/2023

  Regrettably, as the payment for this puppy has not been received as scheduled, we cannot engage in any communication pertaining to this puppy at this time. We firmly believe that any grievances raised may be an attempt to evade further payment responsibilities. We will gladly address any concerns and offer complete assistance with any issues once the full payment for the puppy is made.

• Initial Complaint

  Date:08/21/2023

  Type:Sales and Advertising 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 paid **** to a company that portrays themselves as yorkie breeders. I got my own dna test on my puppy and turns out she is a mixed breed. I want a pure bread yorkie to compensate the money I spent on the mixed breed I received. I should have known this company was suspect because the owner stated she can create any puppy just let her know what I want. This company needs to be shut down because they are doing false advertising and scamming people by over charging for puppies that are not true to there advertisement.

  Business Response

  Date: 08/23/2023

  We're sorry to hear that your purchase hasn't fully met your expectations. At Puppy Heaven, our goal is to deliver exceptional customer service and ensure the contentment of all new puppy owners. 

  To offer us a better chance to aid you, please don't hesitate to reach out to our support team and register a complaint. Feel free to send an email to **********************************.

  To provide clarity, it's crucial to highlight that Puppy Heaven is not positioned as Yorkie breeders. Our approach involves collaborating with various reputable breeders rather than directly engaging in breeding activities. While we can source and acquire puppies based on specific requests, it's important to understand that we do not have the ability to create customized puppies on demand. We extend our apologies if any miscommunication occurred during your interaction with one of our representatives.

  Business Response

  Date: 08/23/2023

  We're sorry to hear that your purchase hasn't fully met your expectations. At Puppy Heaven, our goal is to deliver exceptional customer service and ensure the contentment of all new puppy owners.

  To offer us a better chance to aid you, please don't hesitate to reach out to our support team and register a complaint. Feel free to send an email to **********************************.

  While we can source and acquire puppies based on specific requests, it's important to understand that we do not have the ability to create customized puppies on demand. We extend our apologies if any miscommunication occurred during your interaction with one of our representatives.
  

• Initial Complaint

  Date:07/25/2023

  Type:Sales and Advertising 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.

  On 1/29/2023 I adopted (purchased) a puppy advertised as a "{Perdi - Toy Chihuahua Puppy" for the amount of $2,200 plus tax and a bag of food for a total of $2,416.76 (approximately because the total is not on the receipt). Our family renamed the puppy "******." When ****** was approximately 5 months old, on 4/4/2023, I took her to my veterinarian because she was growing bigger than a "toy Chihuahua" and had lost her "Chihuahua" looks. At this time a DNA through Royal Canon Genetic Health Analysis for a cost of $175.00 was ordered and results were received on 4/27/2023. DNA results indicate ****** was a Pug/Shih Tzu cross and Miniature Poodle/American Staffs Terrier Mix.As of 6/24/2023 ****** weighs 11lbs, 11oz. Per AKC a Toy Chihuahua is not to exceed 6lbs, preferable 2-4lbs. Also, ****** is NOT at Chihuahua per DNA results.I have communicated with Puppy Heaven through emails and requested a refund of $2000.00 because they advertised a Toy Chihuahua and I received a mixed dog. Their reply was "We are willing to provide a courtesy compensation of $500.00..." I am not the only one who has had this type of problem with Puppy Heaven. There are multiple reviews on Yelp with the same problem. This appears to me like false advertising and has deceived many people including myself. I appreciate your help to resolve this matter.

  Business Response

  Date: 07/27/2023

  At Puppy Heaven, a family-owned pet store, we prioritize the health and well-being of our puppies, ensuring they find loving homes to become cherished companions. We want to clarify that we do not conduct specific DNA testing on the puppies we acquire from breeders. Consequently, we do not price our puppies based on lineage, size, registration documents, or appearance. As a result, we cannot offer any warranty or refunds related to such factors. This policy is clearly outlined in Puppy Heaven's purchase agreement, which we encourage potential owners to review before making a decision.

  It is important to note that due to our approach of not providing the guarantees mentioned above, our prices are considerably lower than those of numerous local pet stores that claim to offer champion bloodline puppies with papers and pedigrees.

  We were saddened to learn about ******************** disappointment and sincerely apologize for any inconvenience she experienced. Therefore, although **************** reached out to us approximately six months after taking the puppy home, we still made efforts to offer a generous compensation refund as a gesture of goodwill and to ensure her satisfaction. We acknowledge that had she contacted us promptly after the purchase, there might have been more we could have done. However, considering the time the puppy had been in her possession before she reached out to us, we believe the compensation offered was fair and reasonable.

  
  Please refer to the attached purchase agreement, where the relevant clause has been highlighted for your review. We remain committed to the well-being of all our puppies and the satisfaction of our customers

• Initial Complaint

  Date:07/19/2023

  Type:Sales and Advertising 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.

  The purchase date for the puppy was 5-1-2023.I spoke to ********, of Puppy Heaven twice about the puppy size and Anela at least five times, prior and after the deposit. Now, I am not sur if she came from a puppy mill because of her condition. She had worms when we got her and it took a while to get rid of that. I asked for $1,000 back, now I want $2,500 since I have spoken to other breeders of Chihuahua. The other breeders, and our Vet, told me that her size is definitely not a Rea-Cup or a small Chihuahua as Puppy Heaven assured that she was when I bought her. the misrepresented their product. The other breeders told me that she should have been priced at One to Three hundreds dollars for regular size. I feel that I have been scammed, since the misrepresented the puppy I bought and asked for that $2,800. We are attached to the dog now and have been training her.

  Business Response

  Date: 07/21/2023

  Puppy Heaven offers a health warranty with each puppy, and take the time to explain the warranty in detail to potential new owners.Additionally, we provide education on common health issues and the essential care required for young puppies, including vaccinations and deworming. This comprehensive health warranty aims to assure new owners of the kennel's commitment to the well-being of their puppies.
  Deworming is a standard part of general puppy care,considering that worms are common in puppies. Therefore, new owners are responsible for the deworming process, along with regular veterinary check-*** and vaccinations, to ensure the puppy's overall health and well-being. As a result, worms are explicitly excluded from the warranty.
  Regarding size descriptions like "teacup" or "toy," Puppy Heaven emphasizes that these terms are not definitive size or weight descriptions for specific breeds and are not recognized by kennel clubs. While Puppy Heaven estimates puppy size based on breed standards and parent size, variations can occur within a breed. This information is communicated to potential new owners before the point of sale and is also stated in the terms and conditions of the puppy adoption agreements to maintain transparency.
  To make an informed decision about adopting a puppy from Puppy Heaven, new owners are encouraged to thoroughly review the health warranty policy and the terms and conditions provided by the kennel. We have attached copies of these policies with the relevant clauses highlighted in response to the complaint.
  Given this information, Puppy Heaven firmly believes that the request for a refund in this matter is unreasonable and not supported by the terms of the purchase agreement.

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20345386
  
  I am rejecting this response because: I feel that I was scammed and Puppy Heaven continually gave me false information telling me that I was getting a Tea-Cup puppy. My first call from them was from ******** that my Tea Cup Chihuahua puppy was in place in *********.  I was assured that it was a Tea-Cup puppy.  After receiving the dog, I called ******** and told her that the worms were so bad, that they had to prescribel medicine for about 12 days.  Much longer than normal.  I told her the Vet sent out a stool sample because of diarrhea and worms.  I said that it would be past the warranty date and ******** said that was OK>, not to worry.  

  ****** was my main contact.  I spoke her, prior to sending the deposit, and she ensured me that the puppy was a Tea-Cup and would be at their location in a week. ******, on one of the five or six calls, told me there were three female Tea-Cup Chihuahua puppies coming in next week, and I would have first pick.  I picked the dog, named *****, out of the three.  They were all three were in teacups in the picture.  We sent a letter to their support committee and had no response. How is one supposed to know that it not a teacup when you get a puppy?  The warranty does not give you enough time to see what you actually have when the puppy starts to grow bigger.  As soon as I knew that she was growing past the teacup size and the small size and weight, I contacted ****** immediately.  She stated that they had been using the same breeder of Chihuahuas fir sixteen years.  I feel that paying $2,800 for pet status Chihuahua, with no papers, is way too for a regular Chihuahua, that would cost normally $100 to $300. The dos parents had no papers either.  This is a misrepresentation, which is a scam.  I am sure I am not the only one this has happened to by Puppy Heaven. It appears that they don't know their puppy breeds, as far as size and weight.

  She bites our smaller Yorkie and us.  A smaller Tea-Cup Chihuahua would not be so inclined.

  Last time I called ******, she hung up on me.  I had called about the committee they mentioned that was review the dispute.  We did not hear from the committee.

  I still feel that they owe $2.500 for the overcharge.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/08/2023

  Thank you for your prompt response. The duration of a deworming treatment can vary between 7 to 14 days, depending on the type of dewormer recommended by your veterinarian. This timeframe is quite common and expected, constituting an essential part of responsible puppy care. This requirement is consistent for all puppy owners, reflecting the standard care necessary for young puppies.

  Additionally, we would like to clarify that there is no representative named ******** associated with our team. Any mention of ******** might stem from a misunderstanding regarding the information conveyed by our staff. It's unfortunate that there are fraudulent entities posing as Puppy Heaven representatives. Our employees are diligently trained to inform potential puppy owners that we do not provide size guarantees and consequently do not establish puppy prices based on size. Our documentation explicitly states the absence of size guarantees, and as such, we cannot entertain allegations of misleading you into expecting a specific puppy size.

  We encourage you to conduct thorough research, which will reveal that legitimate Chihuahua puppies are not available for sale within the $100 - $300 price range. Listings within this price bracket are frequently propagated by scammers who solicit funds without delivering the promised puppies. We understand your perspective regarding the value of your puppy; however, regrettably, the reality differs from your perception. Consequently, we are unable to fulfill your request for a $2500.00 refund, which constitutes approximately 90% of the initial agreed-upon price following your review of our policies.

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20345386
  
  I am rejecting this response because: It was not the tape worms that she had with hook worm. I bought a teacup puppy due to my other animals. I have two cats and a teacup Yorkie and the Chihuahua Puppy Heaven sent me an over sized Chihuahua, that bites and jumps on the Yorkie and cats. They do not like her because she is to large for them. Puppy Heaven scammed me! All I ever spoke about with all the phone calls was a teacup puppy. ****** and ******** new this. I can get a Chihuahua. that is long legged over sized. I know this because my family used to raise Chihuahua's, Teacup and regular. She is 7ils and 3ozs now at 5 months. On the front of puppy Heavens add and folder it states that they have the smallest puppies. That is why I got one there. I still want my $2500.00 back! The puppy that I received was not  clean or what I asked for. As stated prior I could have gotten a regular Chihuahua. Three thousand dollars for a regular puppy is way too much for a pet level puppy without papers for showing and breeding. ****** stated that they have used this breeder for 16 years. If this is true she and the company should know their dogs. Their support team never got back to me either. This company may show positive reviews and pictures but I know that they have had other complaints. I will keep the puppy because she is used to us, but not my pets. If she got sent back now she would be a give away or go to a Animal shelter. Thank You for your time.
  
  *************************

  Business Response

  Date: 08/09/2023

  We extend our apologies once more for any inconvenience you've experienced. We understand your concerns about feeling misled, yet we must respectfully disagree with the accusation of scam/fraud, as the situation at hand is considerably distinct from any fraudulent activity. Your purchase involved a puppy, and the terms were made transparent through a policy that explicitly states the absence of size guarantees for the puppy. By willingly acknowledging and agreeing to this policy, and subsequently proceeding to finalize the purchase and schedule delivery, you received the intended puppy, which you've now had in your care for a span of four months. Consequently, we find the request for an almost full refund to be unreasonable.
  
  Despite our repeated explanations, it's important to reiterate that assuring the adult size of a live animal is beyond our capability, and as such, our pricing does not hinge on this aspect. Furthermore, we're unable to assume responsibility for the integration and adaptation of the puppy to a new environment alongside other pets.

  Our records indicate that while you were advised to reach out to our support team for assistance, there's no record of an email requesting a claim from you. We continue to welcome you to contact our support team for any needed assistance.

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20345386
  
  I am rejecting this response because: My puppy who is 5 months old is now 11in's long and her legs to hips are 10 in's long. This is large for a Chihuahua. She looks like she has another breed in her. And we did write the Support team as instructed by ****** and ********. You may not state in your papers that you can not guaranteed the size of the puppies, than why did I only speak to ****** and ******** about teacup puppies and your folder and internet states that Puppy Heaven has the smallest puppies. You also had her in a teacup. ****** stated that you have been using the same breeder for 16 years Chihuahua. The breeders and Puppy Heaven should know the size of their puppies when small and grown up! I was scammed and given wrong info from your employees. You also have pictures of very small and small puppies, so how is the purchaser supposed to know the size when you are lied to? I have records and pictures of the puppy. ****************** spoke at least 55 times, and I have the phone record to prove it. The papers/contract was sent to me just before I got the puppy to look at. ****** when dropping off the puppy didnot give myself or spouse to even read all the paper. She handed me the puppy while I was trying to read the contract and stated that she was in a hurry. She was not even here 10 minutes. I will send the Support teams e-mail to you as we did for the BBB. Thank you, *************************

  Business Response

  Date: 08/23/2023

  We regret that you're dissatisfied with the way our policies are structured. However, it's important to note that these policies were made available for your review before completing the purchase. This was intended to allow you to make an informed decision and proceed with confidence.

  It's unfortunate that there are misconceptions regarding the process of estimating the size of live animals. We want to emphasize that our size or weight estimates for live pets are not determined by scientific calculations, but rather draw upon our extensive experience and knowledge in the field. As a result, we cannot provide guarantees in this regard.

  Despite our efforts, we were unable to locate any complaint under your name within our support department files. Should you wish to pursue a resolution, we encourage you to get in touch with them directly. They are available to work towards a fair and reasonable resolution for this matter.

   

  Customer Answer

  Date: 08/24/2023

  Pet Heaven you did know that I wanted a teacup puppy! That is all I talked about to you ****** and ********. We sent the support letter to the email you gave us and it was accepted on our end. As stated earlier ****** sent my paper work 1 day prior to receiving the puppy. As a puppy vendor you should listen to the customers wants not just the breed. If you have been using this particular breeder as told to me, than you and they as breeders should know the size of their puppies. I could not read the papers here due to the driver who delivered her was in a big hurry. It looks like you use puppy ***** for your dogs! You should be sending all the e-mails to the Support team. I think that I am being the fair one here, because I was at least paying for the delivery and the amount a large Chihuahua. The puppy still bites which we will need to get a trainer for. She is very hyper and attacks my two cats and one Teacup Yorkie. You scam people and do not tell the truth. Your advertising is wrong, We have the smallest puppies. BBB would you please send the support team letter to Puppy Heaven and see if they can get it to their support team. i will get ahold of the city office also.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20345386
  
  I am rejecting this response because:Pet Heaven you did know that I wanted a teacup puppy! That is all I talked about to you ****** and ********. We sent the support letter to the email you gave us and it was accepted on our end. As stated earlier ****** sent my paper work 1 day prior to receiving the puppy. As a puppy vendor you should listen to the customers wants not just the breed. If you have been using this particular breeder as told to me, than you and they as breeders should know the size of their puppies. I could not read the papers here due to the driver who delivered her was in a big hurry. It looks like you use puppy ***** for your dogs! You should be sending all the e-mails to the Support team. I think that I am being the fair one here, because I was at least paying for the delivery and the amount a large Chihuahua. The puppy still bites which we will need to get a trainer for. She is very hyper and attacks my two cats and one Teacup Yorkie. You scam people and do not tell the truth. Your advertising is wrong, We have the smallest puppies. BBB would you please send the support team letter to Puppy Heaven and see if they can get it to their support team. i will get ahold of the city office also.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/28/2023

  We kindly request that you abstain from making allegations regarding our puppies originating from a puppy mill or labeling our company as a scam, as these statements can be construed as defamatory. We are committed to offering our support to you and would appreciate your cooperation in maintaining a respectful dialogue throughout this process.

  We reached out to a supervisor within the support team and conducted a comprehensive search. Regrettably, we were unable to locate any complaint under your name, email, or the puppy's name. We invite you to furnish supporting documentation regarding your claim submission to aid us in locating your file and extending further assistance. Kindly be aware that this marks our ultimate response to the matter, as we are unable to offer further support without evidence of your claim submission.

  Customer Answer

  Date: 08/30/2023

  I put a down payment on ***** the end of April 27th. **** had told me during live chat that there were female Chihuahua's arriving at Puppy Heaven in a few days. So when I looked again there were 3 female and three males Chihuahua's in teacups, as I had wanted and only spoke to ****** and ******** several times only mentioning teacup puppies. We will send her picture now. She is actually an over sized Chihuahua, as if she has another breed in your web site pictures. She still bites, but we have been training her. She was delivered to my house on May 7th, 2023 . late afternoon. What is one to expect when the puppies are in teacups. People working for Puppy Heave should know the difference between teacup and regular Chihuahua's, as the breeder.

  Customer Answer

  Date: 08/31/2023

  I sent the information again to the Support team for Puppy Heaven, with a new picture. This was just done yesterday 8/30/23. I feel that the BBB should put a negative scoring on PH so others do not get scammed. Thank You, *************************