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:02/16/2025

  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 applied to Good Dog and am a preservation long term breeder. They were horrible to deal with and they refused me because I co own dogs with my mother and my dog had a litter at my mother's house. This is the most ridiculous excuse in the world of dogs. I personally know of many of their other accepted breeders that have co ownership relationships where dogs are whelped elsewhere, yet they remain active.

  Business Response

  Date: 02/18/2025

  
  Hi *****, 

  Thank you for reaching out. Were glad that a member of our team has already been able to connect with you and share more information about our Community Standards, Good Breeder Code of Ethics, and Policies, and how they may apply to an individual breeding program. 
  As they mentioned every breeder in our community goes through our screening process and must meet or exceed our community standards, including our Breeder Code of Ethics and our minimum health testing requirements (linked below), before joining Good Dog. 

  -************************************************************
  -***********************************************************
  -***********************************************************************************************

  Were glad that a member of our team has already been able to connect with you and share more information about these standards and policies, including our Litter Policy. As they shared with you, even though some litters are whelped and raised in another family member's home, we have little visibility into their care and the environment they are born into. In these scenarios, Good Dog does not permit such puppies to be listed for sale on Good Dog Breeders Profile Pages, because understanding the care and environment of puppies has always been and continues to be a core component of Good Dogs Community Standards.
  
  Unfortunately, we were not able to move your program forward in our screening process at this time. We understand this is not the news you were hoping for, but are extremely grateful for your interest in joining Good Dog. We understand that not everyone will agree with our approach, but we know that you, as a dog breeder, are working very hard and that you have a breeding program to be proud of. We continue to wish you all the best. 
  
  Kind Regards,
  Good Dog Team

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to **mplaint ID# ********, and have determined that my **mplaint has NOT been resolved because:

  This business fails to hold members ac**untable to their practices and then discriminates against those who provide truthful answers.   They have many breeders that do NOT do health testing and to say otherwise is a lie.   They also have many breeders that ** own dogs with others and allow those dogs to whelp in their ** owners home.  

  However to discriminate against a person who **owns a dog with their parent with the same ethical and preservation breeder status is absurd.   

  Good Dog failed to have the owner reach out or allow me to **ntact them directly or Dr. ********** on their board.  Certainly a repro vet would understand breeders needs. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:01/28/2025

  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.

  Breeder sold pup with ************* which was discovered by a neuro after we took the puppy to the vet for an unrelated issue (injury at home). They did not honor their contract. breeder spoke to neuro at hospital 2x & confirmed the condition would lead to a lifetime of issues and euthanasia was rec/completed. Breeder agreed with neuro.Breeder tried to blame vaccinations, then injury at home & said the puppy had a clear exam (physical exam at 6 weeks old would not detect a brain disease only diagnosed by MRI).Neuro advised that flare up could be treated, but due to congenital hydro, it would keep happening leading to blind/deaf, behavior, pain, seizures.. neuro chose to do a brain MRI due to skull features.Breeder SOLD sire on GoodDog after as she was aware this was genetic & deleted all other pups from litter as a pair should not be bred again if they produce hydro. We have had vets review MRI & records which confirm severe congenital hydro. We had to euth a pup we had for less than 4 weeks..We filed complaint w/GoodDog since we followed protocols & paid for GoodDog Guarantee. We have provided GoodDog with all texts exchanges, pre-incident dated photos showing the domed skull that grew larger with age, records, & the letter from neuro. GoodDog refused to provide any records to support that this wasnt ************* and said because the at home injury caused inflammation this isnt covered. There would have been no aggravation of the brain disease if the pup didnt have a brain disease to begin with. GoodDog was made aware she sold the father & refused to acknowledge this in their discussion with us. GoodDog is allowing this breeder to sell pups with genetic conditions and is acting in bad faith by not backing their guarantee If the pup didnt have hydro, we could have treated any other issues. We were sold a pup with a genetic condition and the breeder is allowed to not honor their contract and GoodDog can charge us for a Guarantee and not back it.

  Business Response

  Date: 02/03/2025

  Hi ********,

  
  As our team previously shared with you, we were deeply saddened by the loss of your puppy and understand how heartbreaking this situation has been. We are glad that a member of our Care team has already been able to work through this with you, as well as communicate with the breeder on your behalf.

  
  Unfortunately, as we and your breeder have explained, your breeder did share that your puppy received a veterinary exam prior to going home with you and the dog was deemed healthy with no abnormalities appreciated. Please know that our team, including our on-staff veterinarian, has taken your concerns seriously and carefully reviewed all the documentation you provided. After we and your breeder reviewed your veterinary records, we did confirm that your breeder's contract does not extend to health issues impacted by head/neck injuries that occur when they are in their new home.
  That being said, we do genuinely share in your grief over this loss and we hope your family is doing well.

  
  Warmly,
  The Good Dog Team
  

  
  

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [the veterinarian records provided include a letter from the neurologist confirming that the puppy was euthanized due to hydrocephalus. Any other injury could have been treated. You cant aggravate a brain injury that did not exist prior. Additionally, I have sent screen recordings showing her extremely domed head which was prior to any vet visits on our end. The breeder agreed to honor her contract AFTER speaking with the neurologist multiple times and then took it back. We have sent you those texts as proof as well. The letter from the neuro specifically states that it would keep happening. Again, you cant aggravate an injury that doesnt exist in the first place. You also still are not addressing the fact that she sold the father on GoodDog immediately after speaking to the neurologist under a shortened name because its genetic.]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:01/16/2025

  Type:Product 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 dog from the Good dog platform for over $1200. This dog was supposed to have a clean bill of health. I took him to a vet and discovered he has numerous health issues including hip dysplasia and a chin infection. I was misled and want my money back. I have attempted to reach out to good dog numerous times and they will not respond or refund my money

  Business Response

  Date: 01/16/2025

  Hi ****,
  Thank you for reaching out. We understand that our team has made several attempts to schedule a call with you so we can learn more details about this situation. They have also requested supporting documentation via email, including veterinary records, to help us better understand and address the situation. Unfortunately, we have not received a response to these communications to date, so we have not been able to begin our internal investigation process. 
  Were happy to schedule a call with you at your convenience, so please feel free to respond to the emails our team has previously sent you. 
  -The Good Dog Team
  
  

  Customer Answer

  Date: 01/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have emailed and contacted this business numerous times via phone. They have not responded in 5 months and I have all of the emails and records saved. I have provided them with evidence concerning the condition of the dog I purchased and they have done nothing. I have evidence that the dog does not and did not have a clean bill of health when I purchased him. They have made zero attempts to refund me! This is an horrific business. I just want my money back.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/23/2025

  Hi ****,

  
  As our team shared with you in the email we sent you yesterday, our staff veterinarian reviewed ******** medical record from January 15, 2025 that you provided, but these records do not indicate ******* condition when he was first placed with you. Wed also like to note that this is the first time our team has received any vet records from you, and that these records are from just a week ago. We will still need to see records from when your dog was placed with you over the summer. 

  
  To help us better understand ******** health beginning from the time when he was placed with you in the summer, could you please share any other vet records you have, especially from around the time you first got him?
  As we shared with you, based on the medical records provided from a few days ago,  the veterinarian who saw ****** suspected that the cause of his limping was due to a torn knee ligament, which would not have been caused by the breeder. Additionally, the veterinarian appreciated pyoderma, or a skin infection, on the chin - however, these infections come on quickly and therefore would also not have been from the breeder, who placed the dog with you over the summer. 
  
  
  From your records from a few days ago, it also seems that your veterinarian recommended tests, treatments, and vaccines that were declined by you. And it looks like the clinic you visited also mentioned they'll need proof of ****************** for any future visits.
  Again, to help us better understand ******** health when he was placed with you in the summer, we ask if you could please share any other vet records you have, particularly from around the time you first got him. Please feel free to respond directly to the email our team sent you yesterday, and well take next steps from there. 

  
  -The Good Dog Team

  Customer Answer

  Date: 01/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business is not telling the truth. I have constantly emailed and contacted them since August of last year regarding the dog not having a clean bill of health. I have each email saved and they only responded twice total in the beginning. In total, I must have over **************************************************************** requesting a refund. They ignored me and stopping responding. It wasnt until I reached out to the BBB that they attempted a new response. In addition, this most recent response is filled with wild speculation. The dog has had health issues since I received him. How do they know what conditions he did or didnt have while he was with the breeder? They dont. They have no evidence! I have all of the emails Ive sent them. I let them know about his nose, about the hip dysplasia, about the **** about the skin infection.And they have photos to back it all up. Bottom line: they are being deceitful and unethical! Their website specifically states that each dog has a clean bill of health. This dog did not meet that guarantee. As a result, I am demanding a full refund! They are by far the most unethical and deceptive business Ive ever dealt with. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair 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.

  On the good dog app I put in a deposit of 200 with one of the breeders.The breeder did not contact me for at least ten days and I tried contacting them to no avail. Contacted support services several times and their response was give the breeder time which I waited 7 more days with no response. Requested a refund with the breeder and never received any response I then found out that the breeder sold the dog that I reserved to someone else

  Customer Answer

  Date: 11/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *********
  
  
  
   
  
  

• Initial Complaint

  Date:08/12/2024

  Type:Product 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.

  Good Dog promises to connect prospective dog owners with reputable breeders, however, the website has become a cesspool for unethical practices.In short, I made a purchase for puppy that was promised to be in 'top health', well taken care of, brought up by ethical practices, and this all turned out to be false.I discovered that the specific breeder, along with Good Dog, did not take the right steps to ensure well-bred, healthy, happy, dogs.Knowing this, I requested to have the the sale cancelled. I provided Good Dog with messages, images, and chatlogs from Dog Owners who were given dogs with health problems, were inbred, etc against Good Dog policy.I requested a refund and they refused to honor the full amount

  Business Response

  Date: 08/13/2024

  Hi ******, 

  
  Thank you for reaching out. Were glad that our Care team has been able to work with you through this issue to reach a resolution, including reaching out to the breeder on your behalf and partially refunding your payment. We also understand that our Care team representative offered to cover your deposit from a future breeder up to $200, and that option remains available to you, should you change your mind. 

  
  As our team also shared with you, we take enforcement of our standards and your concerns incredibly seriously. Every breeder in our community goes through our screening process and must meet or exceed our community standards, including our Breeder Code of Ethics and our minimum health testing requirements, before joining Good Dog, and we have a process in place in which we conduct an independent investigation of any complaints in order to ensure that our standards are enforced consistently and fairly. We can assure you that weve taken your concerns seriously, and will be taking the appropriate next steps.

  
  We hope this answers your remaining questions, but please do not hesitate to reach back out to ***************************** if theres anything else we can do to support you.

  
  Warmly,
  The Good Dog Team

• Initial Complaint

  Date:07/08/2024

  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 put in a complaint July 4th. I didn't have documents but found falsified letter to my bank stating that best puppies *** Gargen city ny.said I would buy the puppy when I return home. The first time the bank rectified this. Two months later they re billed me. Sending email that was in my spam I found July 4th stating they reached out to pay the remaining balance within 1 yr of the date and re billed. I never had any communication since a less than 12 hours of the deposit. I had a family emergency and was unable to take the puppy the following Tuesday was pick up date. I called and called and the person that had my paperwork was not in until 12:00 noon I was leaving at 2:00 2:15 the same day. I finally did get in contact with ****** and she said she was having family issues and she was sorry and I told her I was sorry for her and she went on to say this never happened in a situation I will make some phone calls. I never signed a contract, I never was told over the phone that I would have to pay the deposit when I will not be receiving and cannot be receiving the puppy. There were falsified information via my bank notice stating that they spoke to me and I told them that I was going to get the puppy when I returned when I distinctly told them it is indefinite when I'll be back because it's a family emergency. I have no contract, I have no signed contract. I am not in possession of any puppy I was never in possession of any puppy. I explain my entire situation within ************************** this was going to happen. Regardless I still called in good faith. I was told the puppy was in transit but ****** would make some calls. I don't know how the puppy was in transit from 8:00 p.m. and 8:00 a.m. regardless I did not sign a contract on refunds they will not refund my deposit of of $1,298 in change. They want me to either pay them the deposit or double the deposit. Unable due to what my family emergency was about. I'm being bullied into this.

  Business Response

  Date: 07/11/2024

  Hi *******,

  
  Thank you for reaching out. Good Dog is not affiliated with ***************** in ***********, and we understand that this interaction, including these transactions, occurred outside of Good Dog.

  
  Although your experience didnt occur on Good Dog, were still sorry to hear about it and wish you nothing but the best.

  Warmly,

  The Good Dog Team

  
  

• Initial Complaint

  Date:06/20/2024

  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.

  This company forces a protection plan on your purchase without offering you a refusal. They want to charge a $75.00 fee for payment protection, and puppy training even if you do NOT want them. They also force any purchaser to make all payments through them instead of allowing you to deal direct with the breeder.

  Customer Answer

  Date: 06/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. They did refund my extra charge after I notified them that I had filed a complaint. They stated that this was an optional charge, but had no way to remove it on their site.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:04/12/2024

  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 am disputing a charge on my March 10, 2024 billing. The charge date is February 9, 2024 and is in the amount of $3235.00 The vendor, ***********, is an internet intermediary agent that is supposed to be an honest broker between the seller of pedigreed dogs (puppies) and purchasers. I used them to act as agent between myself and a dog breeder in **************, ************** (Charleston metropolitan area). I arranged the purchase of a purebred, AKC registered ********** Terrier from this dog breeder. *********** was supposed to handle all the paperwork and contracts, and ensure I wasnt defrauded.I purchased this dog for training as a service dog, to be trained as a Diabetic Blood Sugar identification dog. I had a previously trained service dog for this task that passed away in April 2023, at the age of about 12 years old.This vendor did NOT do their job, and the dog I have been provided has registration and health issues that will preclude it from being able to travel with me as is required. I have advised *********** on several occasions of the problems THEY have created, but they have refused to recognize their fiduciary duty to protect me as the purchaser in this transaction.I have NO valid contract with them, NO valid purchase agreement, and have provided only a limited registration where the dog breeder claims to own 1/2 of the dog I paid for!This company needs to be investigated for the fraud they are assisting with disreputable vendors.

  Business Response

  Date: 04/12/2024

  Hi *****, 
  Thank you for reaching out. We understand that a member of our Care team has already been able to work with you through this situation. 

  
  As our team shared with you, when working with a Good Dog breeder, the contract and agreement is made between you and the individual breeder directly. Individual breeders set their own contractual policies and terms which Good Dog then stands behind in accordance with our Good Dog Guarantee and the Protection & Support we provide. We continue to encourage you to work with the breeder regarding the contract you signed, as Good Dog has no role in that agreement. 

  
  We want to ensure that our Community Standards, Code of Ethics, and Policies are upheld. As such, we asked our Compliance Team to do a review of the breeders program based on the information you sent over, and have concluded that the breeder is abiding by our Community Standards, Code of Ethics, and Policies at this time. 

  
  In case its also helpful to clarify, Good Dog is not a puppy broker. Instead, we use technology to provide a trusted and transparent platform where potential puppy buyers can find and connect directly with responsible breeders.

  
  Please feel free to reach out to us if there is anything we can do to help, or if you have any questions or concerns. 

  
  Warmly,
  The Good Dog Team
  

  
  

  Customer Answer

  Date: 04/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This complaint has not been resolved.
  
   
  
  This vendor is supposed to be an honest broker handling the purchase of an AKC certified puppy from their client.  
  
   
  
  They have NOT been trusted NOR transparent.
  
   
  
  1.  The purchase deposit agreement the breeder submitted to *********** had empty spaces, was missing critical information, and otherwise was inadequate.  There was NO procedure to negotiate the deposit agreement as the purchaser.  I was told to pay the deposit or else.  The deposit agreement was in fact UNSIGNED by me as purchaser.  *********** still passed the deposit amount to the breeder (their client), after deducting their commission, despite the agreement being unsigned. 
  
   
  
  These are NOT the actions of being trusted nor transparent.
  
   
  
  2.  Likewise the final payment for the puppy (which was located five hours drive from my home) was demanded WITHOUT the sales contract being provided.  I asked *********** to withhold my payment to the breeder until a contract was forthcoming.  They did not do so.  The sales contract was fraudulent in several aspects.
  
   
  
  *********** has taken MY money and NOT acted in good faith.  They seem to be totally aligned with the breeder (their client) as long as they can take their cut for doing nothing.
  
   
  
  ************************* 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  I have spoken to a clerk at *********** early when the problem began.  This person claimed that they had "no responsibility for the actions of the breeder", even when they have submitted incomplete contracts to me, the buyer.  I asked them "why would I pay them" if they aren't acting as an honest broker.  

  Since then they have not called me despite their assertions to the contrary.  I have informed them that I don't receive calls from blocked numbers, so maybe they should trying calling me from a legitimate phone number.  Use of blocked numbers is a hallmark of scamming companies, in my experience.

  I reject their response.  If they'd like to have their CEO Josh Wais contact me, I'd be happy to speak to him.  I'm quite sure the Wharton School doesn't teach business students to abuse their customers.

  
  

   

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/21/2024

  Hi *****,

  
  As we’ve already shared with you, the manager of our Support Team has made numerous efforts to contact you since February 15, 2024 to learn more information about the situation you’re describing, including giving you a phone call where you proceeded to hang up on them.

  
  Because we haven’t been able to successfully connect with you over the phone, or receive more details via email, there is currently nothing we’re able to do to help you towards a resolution.

  
  We’ve had the manager of our Support Team reach out to you again via email today (May 21st) to schedule time for a call. Please feel free to reply directly to that email or give us a call at 855-446-6336 so we can learn more about this situation and work to provide a resolution. 

  
  -The Good Dog Team
  

  
  

• Initial Complaint

  Date:03/08/2024

  Type:Product 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.

  We found a dog we liked on the website. Followed the instructions and paid the deposit through the website. We purchased a ticket for my wife to fly to *********, ** from **********. When we arrived, the breeder showed up and it was a completely different dog. We asked them and told them of our concern... They immediately refunded our mone and walked away. I tried to reach the website... We spent $1,800.00 on airfare to CA based on the fact that we were in contract with the breeder through the website... The Website took our money, so they are responsible. I left them several messages and they have never responded to me.

  Business Response

  Date: 03/19/2024

  Hi ****,

  
  Thank you for reaching out. Were so sorry to hear that you didnt have the experience you came to us for, and understand how upsetting this situation must have been. 

  
  We take enforcement of our standards incredibly seriously and have a process in place in which we conduct an independent investigation of all complaints in order to ensure that our standards are enforced consistently and fairly. As a result of our investigation, this breeder has been removed from our platform. 

  
  We understand that a member of our Care team has tried to get in touch with you to share updates on this situation. Please do not hesitate to give us a call back anytime at ************ or email us at ****************************** Were here to help you every step of the way!

  
  Again, we are so sorry to hear about your experience so far, and we look forward to continuing to support you and help you reach a resolution. 

  
  Warmly,
  The Good Dog Team
  

  
  

• Initial Complaint

  Date:02/15/2024

  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 recently put in a request to be a breeder, I only have 4 pugs. I met all community standards and code of ethics that they go by and even beyond. I followed all of the steps, Keep in mind their questionnaire was very short and never heard back. I attached my pedigree and began to submit my health testing. The first call I made I got someone to help me and they reset my questionnaire so I could redo the questionnaire, since my previous one was to old. My adults are treated extremely well and I have almost 5 star ****** rating. I sent several emails and called only to be ghosted. It wasn't until I used my work email I actually got a response to where I was at with the process. I was told I didn't meet their standards, When I asked for more specific, they just kept repeating that I didn't meet their standards. The company refuse to let me know the areas that I need to improve on to me considered a reputable breeder. I am very disappointed that they could not give me the professional curtesy as the being declines and what areas are needed for improvement. I don't feel like I doing anything to be declined .

  Business Response

  Date: 02/15/2024

  Hi ******,

  
  Thank you for reaching out. We understand that a member of our team was able to connect with you and share more information about our Community Standards, Good Breeder Code of Ethics, and Policies, and how they may apply to an individual breeding program. You can read more here:

  
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  Every breeder in our community goes through our screening process and must meet or exceed our community standards, including our Breeder Code of Ethics and our minimum health testing requirements, before joining Good Dog. As they shared with you, we are unfortunately not able to move your program forward at this time.
  
  
  We understand that not everyone will agree with our approach, but we know that you, as a dog breeder, are working very hard and that you have a breeding program to be proud of. We hope that answers your remaining questions, and wish you all the best. 
  
  Kind Regards,
  The Good Dog Team