ComplaintsforPuppies 'N Love

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A puppy I bought from Animal Kingdom ****** Store was sick from the beginning. She had Kennel cough and *******. This was covered under their warranty but it took over 2 months for me to get reimbursement. Then my puppy developed a condition called ****-CalvePerthes Disease. This is hereditary and congenital which is covered by their warranty. It says that on the sale contract that I signed. The poor thing was in pain and limping. I spent almost 4k on vet visits, surgery and treatment. I am reaching the price that I bought her. She is only 10 months and she was a very expensive puppy. I expected her to not have such a severe problem this early. The surgery just took the pain away but she will never walk normally. I contacted the store when I first found this out. The assistant manager ****** was very nice. He referred me to a lady named **** at the main office. She has not been helpful at all. She didn't reply to the first e-mails. Then sent a text but didn't really respond. ***** later she e-mails me saying she will help and is sorry but she didn't really do anything.I even called the office. I e-mailed again and no response again. I am hitting a month since I contacted them and there has not been any action taken. Per sale contract she is still under warranty. I provided ALL the documentation they needed. So they are not even following the sales contract. I don't know where they are getting these puppies from. For the price that you pay, this should not be happening. A 10 month old puppy shouldn't have such a serious illness that requires expensive surgery.

  

  Business response

  08/26/2022

  We are very sorry to hear of this unfortunate situation and truly apologize for the delay in getting this resolved.  We take the health and wellbeing of the puppies we sell very seriously and are committed to standing behind them for medical concerns such as this.  This is a very uncommon medical condition and we made an exception to our typical 60-day hereditary/congenital reimbursement coverage.   We sent a check for the full reimbursement of veterinary expenses by overnight mail early this week.  A phone call was placed to the customer this afternoon to check on the puppy and confirm they received the check.  The customer did not answer our call so we will continue to reach out to be sure she received the check.

  Regards,

  CPI Inc.

• Initial Complaint

  06/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought two puppies, both were ill ans highly contagious. We were told they were in perfect health and had seen a vet just prior to leaving. We were later told the vets dont work during the weekend when we got the dogs. And we were told to submit receipts for all of the vets costs incurred with them and our other dogs to be reimbursed. Those were sent in 6 months after purchase as their recommended vet we saw would not release the records. We followed up numerous times trying to get resolution, and were either ghosted for long periods or given excuses. We bought the dogs in April 25th 2021. It is now over a year later and we have seen no resolution. They are still selling sick dogs and adding adoption fees to get around animal sale laws.

  

  Business response

  06/27/2022

          
  
  Thank you for bringing this matter to our attention. Our goal is to provide happy, healthy puppies to our customers and provide them with on-going support as well as reimbursement if needed.
  
  Unfortunately, we were missing the necessary documents to provide this reimbursement and there was difficulty with obtaining them from the vet, but we have since resolved this and have finalized this customers reimbursement. We have spoken with them this morning to assure them their reimbursement will be provided shortly and will follow up to ensure they get it and other support they may need. 

  Customer response

  07/02/2022

  They were provided all required documents most recently on November 3rd 2021. This was at least the third time we emailed them. We received a check for a marginal amount of the reimbursement we were promised. 

  I have talked to the business and was told it would be looked into. 

  We are also pending DNA results on the dog with questionable purity. 

  

  Business response

  07/12/2022

  We have reached out to the customer and have agreed to go above and beyond the terms of our warranty and reimburse her for additional veterinary expenses.   The check for the difference will be mailed out this week. 

  As stated in our warranty, it is not possible to know the ultimate size of the dog so we cannot guarantee size or weight. The customer has the opportunity to obtain the pedigree which may help them feel more secure in the dogs purebred status.

*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. ↩