Complaints

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After researching this business online I decided to purchase my puppy from them in July 2024. They claimed that they sold puppies sourced only from reputable breeders. One day after taking the puppy home I noticed bloody diarrhea and worms in stool. I took the pup to an emergency vet and fecal test was completed showing that the puppy had round worms and infested with a deadly and contagious parasite (both to humans and other dogs) called Giardia. I was told before purchase that the pup was healthy. The vet told me that Giardia can be treated but difficult to get rid of in puppies as their immune systems are not fully developed. The puppy palace covered the emergency visit and the first round of medications totaling about $213. I spoke with their manager Hollie who said I could also take my pup to their vet for follow up care. The puppy palace covered the one follow up visit and the fecal retest totaling $200 which returned that he was still actively infected with Giardia. I communicated this to Sheila the owner who informed me that they won’t be covering any more treatments as she thinks the results are a false positive. I took my pup to my own vet as he was having diarrhea again. My vet disagrees that the results were false and my puppy is being treated again for this highly contagious and deadly parasite. Covering only $413 in vet bill is not reasonable as the puppy is still infected and contagious and needing further treatment. If left untreated, Giardia is fatal to puppies.

  Business response

  08/26/2024

  *******, 

  We do receive our puppies from reputable USDA licensed breeders.  Puppies are not fully vaccinated and can get sick easily.  

  If we are aware of a puppy being sick, we do not allow them to go to their furever homes.  

  Giardia is a common intestinal parasite that can cause diarrhea in puppies and other dogs. The parasite can be found in contaminated food, water, and soil, and puppies can become infected by interacting with infected surfaces, their parents, or other litter mates. Giardia can be fatal if left untreated. However, the puppy has and is currently being treated.

  We have reimbursed and paid for a total of $412.93 and we will reimburse this last round of medication, for Panacur and Metronidazole liquid, that was ordered on Friday.

  We have fulfilled our 20 Day Health Warranty and the *********** ********** ** *********** - ******** ******* **** ******* ****** ****

  The Puppy Palace

   

   

   

   

  
  
  

   

  Customer response

  08/27/2024

  
  Complaint: ********
  
  I am rejecting this response because: The puppy palace is offering to pay for this "Last round of medications"; however it is not possible to determine if this treatment cycle will resolve the issue without a fecal sample retest. This resolution does not satisfy the ********** ** ***********  consumer protection law Sec. ******* as the puppy's illness is still ongoing. According to this section reimbursement is up to the full cost of puppy if occurred within the first 20 days of purchase.  It does not imply that the pet store should only provide reimbursement for just a 20 days for an illness present at purchase. Furthermore, my pet insurance does not cover pre-existing conditions. The meds could not be ordered from your vet as they were not entered correctly and could not be filled until Monday 8/26. They were contacted but pup was having active diarrhea on 8/24 so was taken to my vet for treatment. Fecal retest is advised from my vet 10 days after treatment. 
  
  Sincerely,
  
  ******* **********

  Business response

  09/11/2024

  It is very easy for dogs to reinfect themselves with Giardia, so successful treatment relies on effective anti-parasitic medications, cleaning and managing the surrounding environment — both indoors and outdoors. They are instantly infectious, and just a few ingested cysts can cause infection. A dog could easily get reinfected by grooming themselves, for example, if cysts remain on their fur, paw pads or hind end.

   

   If diarrhea continues after treatment, your veterinarian may need to recheck a stool sample to see whether your dog has been reinfected. Retesting for antigens is not recommended because Giardia antigens can remain present after an infection has been successfully treated, which may result in false-positives on a test. 

   

  We have reimbursed Ms. ********** for two claims, related to Giardia.  As previously mentioned, we will reimburse an additional claim.  

   

  However, we can not control what happens outside our facility.  It is the responsibility of the client to ensure that all precautions are taken so that the puppy does not get reinfected. 

  Sheila

  The Puppy Palace

  ###-###-####

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Puppy Palace located in *********** *********** sold us a puppy with a parasite which is potentially deadly to our puppy. *** ******** ********** ****** - working in partnership with The Puppy Palace - also interfered with our puppy's diagnose and delayed telling us that our precious **** had a deadly parasite in her system. **** was bleeding since we picked her up from The Puppy Palace - therefore, they knew of her condition. We were told that this parasite could be transmitted in places like puppy mills which was never what The Puppy Palace advertise and led us to believe. The Puppy Palace advertises reputable breeders and never mentioned potentially devastated and deadly parasite due to cleanliness issues. We love **** as she has quickly became a member of our family. To even think that her short life has been blemished by The Puppy Palace' business practices is devasteting to all of us. The medical bills in less than 1 months are close to $1000.

  Business response

  06/05/2024

  As we’ve spoken about in email, the health records you received indicate, we had **** examined by our vet the same day you brought her home and she was provided a clean bill of health. **** was not bleeding when she left our facility and we do not allow puppies to go to their furever homes if they are sick in any way.

  **** arrived at The Puppy Palace on April 27, 2024 and left our facility on April 30, 2024.  She had no signs or symptoms of a deadly parasite at our facility before she went home.

  Unfortunately, puppies are like babies, and can acquire issues from changes in their environment, being around other animals, being outside and by various other 
  things. The incubation period for a parasite in puppies is 5–12 days, meaning it takes that long for the parasite to pass through a dog's feces.

  This is the reason that we abide by the *********** ********** ** *********** ******** ******* **** ******.

  The health & wellness of our puppies is of the utmost importance.

  Unfortunately, when **** did fall ill, the experiences and communication with veterinary professionals outside of our purview did not meet your expectations and created an understandably stressful experience. We have reimbursed you for reasonable veterinary expenses as you are aware. If we can continue to provide any additional information that ensures the long-term health and wellness of your pup, please reach us by email.

   

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 11, 2022, I purchased a *** ****** from The Puppy Palace, LLC. The cost was $3,084.15. The dog was represented to be a hypo-allegoric dog. While traveling back home to by house, I started to have a severe allegoric reaction to the dog. So much so that I had to stop and purchase allegory medicine on the way home. I realized very quickly that I could not keep the dog and returned to the store the next day when it opened to return the dog along with all the stuff that I had purchased for the dog. The owner took the dog back but would not refund my money.

  Business response

  02/05/2023

  ***** ******* came into our Pet Boutique on Sunday afternoon, September 11, 2022 to visit with one of our puppies, in hopes of taking one of them home.  After spending a couple of hours with one of our puppies, she decided to take our female ******, ***** home with her.  

  Part of our Sale procedure is our Puppy Warranty, which we give every client at the time of the sale.  We go over the Warranty with each client, along with our Puppy palace Verification checklist.  We also have each client read, initial and sign our Puppy Warranty as well as our Puppy Purchase Verification check list.  Our receipts say the following on the bottom of the receipt:"All sales final. No Returns"

  Mrs. ******* initialed and signed the Warranty, as well and the Puppy Palace Verification list.  We also state on our Warranty the following:"There is no warranty for allergies of the puppy or for people to the puppy." 

  When Mrs. ******* returned her puppy the next day, Monday, September 12, 2022 she was aware that she would NOT receive a refund. Therefore, no refund will be given to Mrs. *******.

   

   

  Customer response

  02/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: I WAS ALLERGIC TO THE DOG AND THEY SAID IT WAS A HYPO ALLERGIC DOG. THEY HAVE THE DOGS IN AN OPEN SPACE SO MY ALLERGIES DID NOT ACT UP UNTIL I WAS IN A CLOSED SPACE. THEY ARE HORRIFIC PEOPLE AND CRIMINALS. THEY RESOLD THE DOG THE NEXT DAY!!!! IT IS CALLED UNJUST ENRICHMENT. 
  
  Sincerely,
  
  ***** *******

*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. ↩