ComplaintsforArizona Ground Hounds
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Complaint Details
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Initial Complaint
01/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I paid $1200 on 12/3/23 by paypal to Arizona Ground Hounds for a 9 week old puppy. I took possession 12/9/23 at noon. One 12/16/23 I took her to the vet where she tested positive for parvo virus and died the following morning. I contacted the seller immediately at the initial vet visit. Once the dog died I requested a refund for the dog and the vet bill. I am not receiving the refund at this time. Title 44 law states I am *********** this refund. I presented the documents to the seller from the vet bill stating she had tested positive for parvo and died. I paid for her care and burial.Business response
01/11/2024
Our health guarantee and contract clearly states that a vet check must be completed within 72 hours of the customer picking up their puppy. 6 days after pick up the puppy could have fell ill because ***** can be picked up anywhere and the puppy was taken out of state by the owner. We did complete vet tests on everything at our location and have proof that there is no illness at all at our facility. Despite all of this, we innediately agreed to refund the customer and pay for her vet bill and she also requested a new free puppy which we also agreed to. The customer is picking up her free puppy and her full refund and vet bill coverage on Saturday 3-2-24. We are not offering to do this for the customer due to any responsibility or liability. We are offering this to her regardless of her not following through on her required vet visit within 72 hours and are doing so because our hearts hurt for the baby who passed and for the upset that the customer feels regarding what happened. ****'s puppy had litter mates also who are healthy and we have proof of this also. Arizona Ground Hounds feels so sorry for the puppy but are absolutely not responsible for the loss. This customer is coming to get a free puppy from ******* Ground Hounds in March and if she truly believes that her puppy contracted this illness before leaving our facility which she did not then it makes us wonder how she would be so eager to come and get another puppy.
Please let this customer know that we are going out of our way to ensure that she is happy, however, we have no responsibility for this issue whatsoever and our guarantee clearly states that we are not liable to be held responsible in this matter.
Customer response
01/19/2024
We are working toward a resolution and those terms are accepted. When the refunds and replacement is in hand and this issue gets resolved, I will remove the complaint. This should remain active until completely resolved which is to take place March 2nd. I stated this during the phone call from Arizona Ground Hounds asking me to withdraw the complaint. I will gladly do so once it is resolved.Business response
01/23/2024
Arizona Ground HoundsBusiness response
01/25/2024
Arizona Ground Hounds
Even though we are not liable and not required to refund or give a free puppy we are doing so. This should be resolved no later than 3-5-24. The reason that it will take this long to resolve is because the customer wants a free puppy and we can't send one home until March. We have already offered the resolution and the customer has accepted it but she will not remove the complaint until after 3-5-24 when she has what she asked for. We are not liable for anything for the customer but we still went above and beyond to make sure that she was happy because we care.
Customer response
02/13/2024
Again, I have remained true to my word and will resolve this once it is completed. I haven't asked for anything outlandish and appreciate the resolution in a dignified manner.
Business response
02/14/2024
Dear BBB,
This complaint will remain open until mid March because the customer is being given a new free puppy even though we are not liable for the complaint. You will need to wait until mid March to close this case because that is when the puppy will be old enough for pick up. We do not allow for our pups to go home until they are 9 weeks old so that they are ready emotionally and physically.
Customer response
02/23/2024
This shall remain open until resolution as previously stated. It should be resolved in March.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.