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:09/06/2023

  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 purchased a pure breed golden retriever online from this group that when received was clearly injured and was struggling to walk. I paid $1295 plus $325 delivery charge for a *** pure breed retriever which the breeder claimed the dog was seen by a vet and was healthy. It was absolutely obvious that the puppy was not walking correctly and had a shorter tail. Found out the puppy's left rear paw had only 1 toe nail and its paw pad was fused together. As a result the puppy runs and walks like a 3 legged dog constantly favoring the rear left paw. My Vet recommended amputating the leg. I then took her for a 2nd opinion to the *** **** *** ******** ** ****** ***** ** and she was seen by one of their surgeons who said amputating is not necessary but that he also found that her left rear knee was popping in and out. As a result of his examination and findings his recommendation is for her to get knee surgery in the next 2 months at the cost of approx. $5700.00. Before I knew all of this information I had sent a letter directly to the breeder about my original findings and they refunded me $650.00. But now I am seeking a full refund along with the $325.00 delivery charge as well as someone to check on this breeder. The puppies original name was *****. The puppy was delivered to me on May 4, 2023. The breeder mentioned that the mom had been eating the tails on some of the puppies which would explain my puppies short tail. God knows how many puppies this breeder sold that were claimed to be healthy and clearly were not. Breeders names are ***** *** ***** ***** ************. I can provide Vet and surgeon findings if needed as well as charges thus far spent.

  

  Business Response

  Date: 09/06/2023

  Hi *****,

  I'm very sorry to hear about the issues with your pup *****.  As I responded in the last email we received from you (attached), please have your vet send us their report to ***********************************  Upon receipt, we will be glad to review resolve this matter for you.

  Regards,

  *****

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a puppy in July 2022 from “my golden retriever puppies”. We drove up to the breeders home (*** *** ****** ****** to purchase our dog. Our dog was sick with two parasitic infections when we got her home. I reached out to the breeder and they help to cover some of the medical expenses for her. Unfortunately, this has been an ongoing issue with her. She has never been the same with her G.I. issues. She is constantly ill. I was reading reviews and other people recently have had dogs come home with the same infections. It is a puppy mill, and they need to be inspected. They do not care for the welfare of the animals.

  

  Business Response

  Date: 09/07/2023

  On August 28th, 2023 you had a phone conversation with our breeder, holding him culpable for your puppy’s current digestive issues (1 year after adopting). The breeder offered a resolution, but you stated that you did not want a refund.

  On Sept 1, 2023 you made a claim with the BBB citing because of health guarantee or warranty issues. Over that same time, you reached out to us via our feedback form, and we responded  and promised that if you provided full vet records, we would review your pup’s health history since September 2022 when you adopted her.  You provided these records, including a visit to a new vet recently.
  
  The records indicate that on your first visit on Sept 13, 2022 your pup was doing well, no GI problems and was tested and negative for all parasites including hookworm, coccidia, Giardia, tapeworm, roundworm and whipworm.
  
  On a visit on September 25, 2022 the pup was experiencing diarrhea. The report indicates “texture, no shape” and test was found positive for Coccidia and Giarddia. Your vet recommended deworming for both, feeding bland diet and probiotic. Vet recommended to not feed ***** ***** **** since it is a boutique food and some dogs have poor stool quality. Vet gave a “good” prognosis.
  
  On a visit on Oct 9, 2022, it was noted that puppy is “no longer having diarrhea” and that “owner has no other concerns.”  Also in the assessment notes, it was indicated that “stools have firmed up, puppy has gained weight and coat is beautiful.”  Fecals all tested negative. 
  
  On a visit the next day Oct 10, 2022,  puppy was brought back for and notes indicate a picture of stool that is semi-formed with a small amount of blood on it. Dr discussed possible GI floral overgrowth or could be persistent infection that did not show up previous day. Reccommended to treat with supportive care and recheck fecal in 2 weeks.
  
  Sometime later in October, owner made contact with the breeder about the Giardiaa, for which breeder refunded $250 for treatment on October 28, 2022, even though it is explicitly excluded in our health guarantee, which is explained here: 
  ****************************************************************
  
  Even though previous visit indicated a 2-week followup, no vet records occur (or were provided to us) until January 30, 2023, which was a visit pertaining to some string and a red cup the puppy vomited up. 
  
  The next visit that mentions anything pertaining to the puppies GI was on a Feb 26, 2023 visit, where the vet records note: “PE overall looks good, I’m glad basic diet keeps GI calm.”
  
  No other GI issues are reported until taken to a new vet after moving to MD, where pup was presented for diarrhea and vomiting. No diagnostics were done, besides preventative deworming and bland diet recommendation. I asked for follow-up info, but was provided none as of today.
  
  Based on the evidence, ****** appears to be a normal, healthy puppy with very typical healthcare for a developing pup.  There is nothing in the vet records that indicate (by way of doctors notes or diagnoses) any chronic disease or congenital problems. 

  Based on this, no additional refund will be issued based upon the evidence provided as of 9/6/2023. This is in line with our health guarantee linked above, as well as the customer's claim on August 28th that she did not want a refund.

  
  

  ******** | General Manager
  

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