Complaints

This profile includes complaints for PuppySpot Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PuppySpot Group, LLC

  300 SW 1st Ave Ste 155 Fort Lauderdale, FL 33301-1847

  
• 

  PuppySpot Group, LLC

  PO Box 239 Nutley, NJ 07110-0239

• 

  PuppySpot

  Chicago, IL 60601

• 

  PuppySpot Group, LLC

  9724 Washington Blvd Culver City, CA 90232

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:04/11/2025

  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 am writing to formally express my deep concerns and dissatisfaction with the repeated and well-documented issues regarding PuppySpots business practices. This company has shown a consistent and troubling pattern of extremely poor customer service, which has left many customersmyself includedconfused, frustrated, and without clear recourse or resolution.PuppySpot has established a reputation for operating as a broker, often facilitating the sale of sick or diseased dogs. In many cases, these health concerns are either withheld from customers entirely or disclosed at the last possible momentsometimes within hours of scheduled pickup or delivery. This not only endangers the health and well-being of the animals but also places an undue emotional and financial burden on unsuspecting ********* appears that PuppySpot has developed mechanisms to exploit legal loopholes, avoiding accountability for these disclosures by timing them in a way that technically fulfills their obligations while clearly violating the spirit of transparency and good faith. This behavior is deceptive, unethical, and deeply ************* the core of this issue is a profit-driven model that prioritizes sales over the health of animals and the trust of customers. ********************* actions reflect a business strategy rooted in misinformation and exploitation, and I believe this warrants serious legal and regulatory scrutiny.I plan to urge the appropriate agencies and consumer protection bodies to investigate PuppySpots practices and hold them accountable for what appears to be systemic and intentional misconduct.I am requesting contact by the company regarding this matter.

  

  Business Response

  Date: 04/17/2025

  Thank you for sharing your concerns. We take feedback like yours very seriously and want to assure you that the health and well-being of every puppy, as well as transparency with our customers, is at the heart of our mission.
  We thoroughly screen every breeder in our network through a comprehensive vetting process that includes compliance checks, regular assessments, and ongoing monitoring. We also work closely with our breeders and veterinary partners to ensure that any serious health concerns that are not considered normal for breed or are not a common puppy issue are disclosed prior to travel, so customers can make an informed decision and, if they wish, choose a different puppy in line with our Terms and Conditions of Sale.
  Unfortunately, your contact information was not provided with this review, so we're unable to address your specific concerns directly. We would welcome the opportunity to speak with you further and help resolve any outstanding issues. Please reach out to us at ********************************************************* or call us directly so we can assist.
  We are committed to doing right by our customers and our puppies and would appreciate the opportunity to make this right.

• Initial Complaint

  Date:03/21/2025

  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.

  Purchased a puppy with puppy #****** for a total price of ******** on 7/3/2024 out of a Texas breeder. When ******* arrived on 7/19/2024 we were so excited and took her home. We noticed watery stool however we were told ahead of time that it could be expected due to stressful travel. That very night into next morning, we heard a loud yelping noise coming from *******. By the time we got over to her, she was found deceased. We were absolutely mortified that this puppy passed away not even 12 hours after we got her. I spoke with puppy spot who said I needed to take her to a vet for a necropsy report. I was able to get her in immediately to ********************* for a price of additional 250 dollars. The report found that the puppy had parvo virus and due to the progression of it, they believed the puppy had it for several days. When reports were sent in to puppy spot, they advised that they would only refund part of my total purchase price and would not be refunding the price for my necropsy report. Regardless of their health guarantee, they find every little loop hole they can to get out of a full refund. Then continued to tell me and my family that we could not receive another puppy from them for some time due to having parvo virus in our home. The same virus that their puppy was sent to me with. This was an absolutely devastating thing for us. We had just lost our chocolate lab recently from a genetic medical condition. So to receive this puppy and have it die in front of us was awful. To have a wife and two year old son witness this was heart breaking. During the interactions with their employees after the death, I felt as though they were trying to strong arm us into what was going to happen and not taking the situation into account. Telling me that I would have to accept the lower refund amount or they wouldnt refund a dollar and just hold the money there as a credit until it went away. This is ridiculous for a company as large as puppy spot.

  

  Business Response

  Date: 04/01/2025

  We are deeply sorry for your loss and the pain your family has experienced. Losing ******* so suddenly, especially under such heartbreaking circumstances, is devastating, and we want to express our sincerest condolences.
  While no amount can undo what happened, we are refunding $1,200 to help with the expenses incurred. This includes reimbursement toward the purchase price of ******** in accordance with the terms of our Health Commitment.
  We understand how emotional and difficult this experience has been, and our intention has never been to minimize that. We reviewed the situation with the breeder involved and took appropriate action to ensure that this does not happen again.
  Thank you for sharing your story with uswe are truly sorry for your loss and are here to help in any way we can moving forward.

  Customer Answer

  Date: 04/16/2025

   
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/19/2025

  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.

  Date of purchase: February 18, 2025 Amount paid: $2942.94 When I purchased my puppy I immediately notified puppyspot that I'd be out of town March 14 - March 16. These were the only dates I was not available. On March 4 I was notified that pick up would be March 16 at 3pm at a ****** a little over an hour away from where I live which seemed very odd and sketchy. I reached out and reminded them I won't be in town that Sunday. They assured me it was being rescheduled and I'd be updated with new date. On March 14, I got a new email stating travel would be the March 16 at 3pm. I again reached out and was told no it'll be the week of the 24th and would be told arrival details no later than today March 19th and yet I've received no update today. Their phone recording even states you'll get updates with pictures of your puppy but that didn't happen until I called to complain about no updates on arrival and no picture updates. It makes me feel like I made a horrible mistake working with this company. They don't deliver on what they say. You pay them but then are left in the dark waiting/praying that you will actually get your puppy. This has been an incredibly stressful and scary process because I feel really unsure that I'll ever get the puppy I paid for. There should be at least weekly communication with their clients to make them feel secured and safe about using this site. I want an update before the end of today as to arrival date or I want a full refund as I haven't received anything that was promised nor stated in our initial agreement.

  

  Business Response

  Date: 03/19/2025

  We sincerely apologize for any delays in travel arrangements and for any frustration this has caused. We just tried reaching out to you and left a voicemail with an update. We have sent you updated travel details and have also requested new photos from the breeder. Please note that new photos can typically be requested every 2-3 weeks.
  We understand how important clear communication is, and we truly appreciate your patience as we finalize the best possible travel arrangements for your puppy. If you have any further questions or need additional assistance, please dont hesitate to reach outwe are here to help!

• Initial Complaint

  Date:03/17/2025

  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 purchased a puppy on 11/1/24 from ****************************** and paid a total of $3206.38 Since the puppy arrived we have been dealing with numerous behavioral issues. We have had two trainers, one costs $1400 and another for the price of $3175 and we are continuing to work with this puppy presently. We were told this puppy was coming from a private breeder, but both trainers have told us she shows signs of a puppy mill dog based on how reactive and anxious she is. She tries to bite and nip at anyone who comes into our home, she doesnt stop barking, she tried to run out of the front door and has gotten out several times, shes is very anxious, she has a difficult time walking on a leash, she spins in circles, is fearful, and has a lot of difficulty with socializing. We were very deceived and believe that this puppy came from a stressful environment and may even have genetic conditions relating to her behavior that we were not made aware of. Our poor puppy is afraid of everything, doesnt let anyone near her and has a lot of confidence issues we are trying to work through since getting her. I have had many dogs in my life but I have never experience a puppy like this. We are trying to make everyone we know to beware of this website, as we feel they betray pet owners with dishonesty for profit.

  

  Business Response

  Date: 03/19/2025

  Were sorry to hear about the challenges you're facing with your puppys training and socialization. We understand how frustrating this can be, and we truly appreciate the time, effort, and resources youre putting into helping her adjust.
  Each puppy is unique and may require different levels of training and patience, especially as they transition into a new environment. While it can take time for puppies to feel fully comfortable, we want to support you in any way we can. Our team will be reaching out to discuss these concerns further and explore ways to assist you with training and behavior support.
  Please know that all of our breeders are thoroughly screened and must meet our high standards for responsible breeding practices. We do not work with puppy *****, and our breeders provide early socialization to help set puppies up for success in their new homes. That said, we are committed to working with you to find solutions that help both you and your puppy.
  Well be in touch soon, and we appreciate you giving your puppy the care and patience she needs to thrive.

• Initial Complaint

  Date:03/15/2025

  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.

  They lie and deceive the buyers. The kennels they use are terrible and abuse the puppies, they are puppy farms!!! If I raise my voice, even though it is not about her, she lowers herself and is afraid, that was taught at birth with the kennel. I did a DNA test and the puppy wasn't a 100% breed as advertised. They don't respond back to complaints but keep sending responses but never answer. Just don't use them, THEY USE PUPPY FARMS, regardless of what they say. The kennels are puppy farms. Even the pictures of my puppy was taken on artificial grass. I love my little girl with all my heart but they charge way too much for a mixed breed!!!

  

  Business Response

  Date: 03/19/2025

  We understand your concerns and appreciate you sharing your experience. DNA testing, while a useful tool, is not always 100% accurate, as most breeds have roots in other breeds that can sometimes show up in test results. That being said, we take these concerns seriously and want to work with you to address them.
  
  Your puppy came from a licensed breeder who meets our strict screening standards and is committed to ethical breeding practices. Our breeders regularly handle their puppies, provide appropriate socialization, and implement early neurological stimulation to help ensure they are well-adjusted before going to their new homes. We do not work with puppy ***** and have a zero-tolerance policy for unethical breeding.
  
  We are happy to discuss this further and support you in any way we can and will be reaching out to you to help - we are here for you. 

• Initial Complaint

  Date:03/11/2025

  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.

  I purchased a puppy from Puppyspot. I asked via email if he was microchipped and not to microchip him. I have strong feelings about pets being microchipped. Puppyspot told me via email he was not and that the breeder wouldn't. I come to realize he is microchipped. If I had known at the time, I would have canceled the purchase before he was sent to me and gotten a refund. Now they say I cannot return him or get a refund, not even a partial refund. I don't even know who's name is on the microchip or who to contact about it. All they offer is to rehome him, which I can do myself and intend to. I feel as if this is false misrepresentation of a large purchase. Doesn't this go against CA Business Code?

  Customer Answer

  Date: 03/11/2025

  Hello,

  I just wanted to add that they stated in his profile that he was a chihuahua and *** registered. They gave us no paperwork on this and the dog is looking more and more like a mixed breed. *** requires chihuahuas to be no more than 6lbs to be pure chihuahua and this puppy is going to be well over that. I've owned many chi's in my life and currently own 2, this dog looks like a mixed breed.

  Customer Answer

  Date: 03/11/2025

  Sorry forgot to attach the screenshot of his profile showing it stated he was *** registered.

  

  Business Response

  Date: 03/13/2025

  We've been trying to reach you, but it seems our calls arent going through. Were sorry for any miscommunication at the time of purchase and want to help. Your puppy is microchipped, and you can register the chip with AKC Reunite at **************, no matter which registry they currently have. Well be happy to cover the costjust send the receipt to *****************************************************. If you have any questions or would like to discuss the rehoming process, please give us a call, we're here for you.
  

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23050401
  
  I am rejecting this response because:

  They only called once (left a voicemail) before I filed a claim to BBB. I immediately called them back and spoke to them. They said they could not help me with refund or partial refund and would not help me with microchip. They have not called since. After I submitted a claim to BBB, I did receive one email stating the microchip number, phone number to contact ********* company, and an offer to refund the fee for change of name on microchip which is typically $10-$25. This is not the resolution I was looking for.

  I was given false information about the dog before and after the purchase and if I had know, would have canceled the transaction before receiving the dog. I believe this was false advertising. Also from what I understand, the person who registered the dog with the microchip company is the only one who can change the name.
  
  Sincerely,
  
  Summer ********

  

  Business Response

  Date: 03/14/2025

  We want to work with you to find a resolution and have made multiple attempts to reach you. However, we believe our calls may have been blocked. We are doing our best to assist you under the terms of our Health Commitment, which you agreed to upon purchasing your puppy. You can review these terms here: *************************************************************************.
  Regarding the microchip, we have provided the necessary details, including the microchip number and the contact information for the registration company. If you need further assistance with transferring ownership, we are happy to reimburse any associated fees. Please reach out to us directly so we can continue working with you on this matter.

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 23050401
  
  I am rejecting this response because:

  I have not blocked any numbers, nor have I received any calls or voicemails from Puppyspot or anyone regarding this matter. The last call I received from you was March 11th, where I called you back at the time and you said you couldn't help me with refund or microchip. I just now called again, but it said you're closed (it's Saturday). I have read the terms you sent via the link. If this does fall into the false advertising category of CA Business Code, then I believe you cannot contract against any laws. I would like a partial refund of the purchase price. You have not agreed to this. You have only agreed to a refund of the microchip name change fee which is $10-$25 and that is peanuts to me. I can pay that myself. You have not addressed the bigger issue of false advertising and misleading information, stating to me the puppy was not microchipped, and was *** registered as a chihuahua. At this point I feel like you are just beating around the **** and making false claims again that I blocked you.
  
  Sincerely,
  
  Summer ********

  

  Business Response

  Date: 03/19/2025

  We appreciate you taking the time to speak with us yesterday, and we understand your concerns. As discussed, we will be refunding the agreed-upon amount of $500 for the microchip and related issues. To finalize the refund, please respond to our email confirming that this matter has been settled, and we will promptly release the funds.
  We appreciate your cooperation and look forward to resolving this for you as soon as possible. If you have any further questions, please dont hesitate to reach out.

  Customer Answer

  Date: 03/22/2025

   
  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.
  
  Sincerely,
  
  Summer ********

• Initial Complaint

  Date:03/03/2025

  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.

  On December 30th, I purchased a dog thru PuppySpot. On Janury 4th I drove 200 miles to put up ******* a miniature poodle puppy. We met at a gas station for the handover. Strange. ****** now named ******, looked as if he was an old dog. We brought him home and took him to the veterearian. ****** was not up to date on his vaccinations, as he was supposed to be. The vet who signed off on ****** also said he was 100%. Unfortunately ****** had a variety of issues. First, he was never groomed and was 7 months old. He had terrible matting on the underside. His nails were very long, and he has 2 sets of teeth. His adult teeth had grown in but they never removed his baby teeth. The VET at the breeder saigned off but yet, he had issues. If this VET lied about these items, what else didnt he do??? I contacted PuppySpot, sent them the vet bills, and now its been 30 days, an no response. They are less than impressive. Now we're worried about other issues coming up due to the lack of care in his upbringing. I want a full refund. The VET lying about him scares us. He is now apart of the family and will be taken care. Pictures attached of before and after.

  

  Business Response

  Date: 03/11/2025

  We appreciate you bringing your concerns to our attention and are glad to hear that ****** is now part of a loving home. Based on our discussions, you have agreed to the reimbursement of $335.15 for the deciduous teeth issue and missed vaccinations. If you have any additional claims or concerns, please dont hesitate to reach out to our team, and wed be happy to assist further. We appreciate the opportunity to support you and ******.
  

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23012303
  
  I am rejecting this response because: You did not rectify all of my issues. How do you fix getting lied to?  
  
  ****** ******

  

  Business Response

  Date: 03/11/2025

  We're sorry that you feel misled, and we understand how frustrating this experience has been for you. Our goal is to work with you to address your concerns and provide the support we can. We have processed the agreed-upon reimbursement for the deciduous teeth issue and missed vaccinations, and we remain available to discuss any additional concerns you may have. Please know that we are doing our best to resolve this matter with you and appreciate your willingness to work with us. Let us know how we can continue to assist.

• Initial Complaint

  Date:03/01/2025

  Type:Delivery 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 received a text at 11:30 pm from this company saying they were going to reach out soon and they called me just before midnight. I did not contact this company, I did not give them my information or permission to call me. Now that Im trying to call them to make a complaint, no one is answering the phone. I tried to text back STOP and have not received a confirmation that contact will stop.

  

  Business Response

  Date: 03/03/2025

  We sincerely apologize for the inconvenience and for reaching out at an inappropriate time. You have been added to our Do Not Contact list, and you should receive no further communications from us.
  Please note that we only reach out to individuals who have submitted an inquiry form on our website, so if you did not request information, this may have been done in error. Regardless, we respect your wishes and have ensured that all contact has been stopped.
  If you have any further concerns, please dont hesitate to let us know.
  

• Initial Complaint

  Date:02/26/2025

  Type:Sales and Advertising 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.

  I purchased a puppy from this business on December 1, 2024. I took delivery of the puppy on January 2, 2025. The puppy was supposed to arrive with paperwork, which was not present. I have contacted the merchant many times with no resolution. Specifically, I am in need of a red and blue form to register my puppy with the ******************** (***). This was a part of the purchase price. I would like my puppy to participate in *** sanctioned events and this cannot occur unless my puppy is registered, which was part of the purchase agreement.

  

  Business Response

  Date: 03/03/2025

  We appreciate you reaching out and understand how important this is to you. We are actively working with the breeder and *** to get this resolved as quickly as possible. Your puppys registration is important to us, and we are committed to ensuring you receive the necessary paperwork.
  Our team will continue to keep you updated on the progress, and we appreciate your patience while we work to finalize this for you. Please feel free to reach out if you have any further questions in the meantime.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22992961
  
  I am rejecting this response because:  No current resolution.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 03/11/2025

  We appreciate your patience as we worked to resolve this issue. We have spoken with the breeder, and new registration paperwork has been sent out. It should arrive either tomorrow or the following day. If you do not receive it within that timeframe, please let us know, and we will be happy to assist further. Thank you for bringing this to our attention, and we appreciate the opportunity to make it right.

  Customer Answer

  Date: 03/29/2025

  This dispute has been resolved.

  Thank you very much.

• Initial Complaint

  Date:02/16/2025

  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.

  My wife **** and I purchased our Cavpoo **** from ***** and ***** *******. The purchase was brokered by a company called Puppy Spot ******** The purchase price was $2,536.00 plus delivery of $495.00 totaling $3,075.94. The Vet who signed his paperwork is *************** DVM who has had her Veterinarian license suspended in *********, ****, ************ and ******. as was noted by the newspaper article relative to ********* puppy mill case. **** arrived to us on October 10, 2024 via Premier Pet Transport. He was checked negative for ***** Flotation on 10/4/24 by ************** and he was positive for Giardia on 10/12/24 by our family Vet. He is also showing signs of cleft palate issues. I am a retired Police Captain and my wife is a retired Pediatric Cardiac Nurse, we love our little **** but strongly feel that his medical conditions were preexisting and not disclosed to us. Dr. ****** in concert with what I now believe to be a puppy mill operation are complicit in the abuse and sale of ********** is now February 16, 2025 and our pup **** is still testing positive for Giardia we have spent $1,241.11 on treating his condition. His palate issue still exists causing him to choke and have the water he has just consumed to come out his nose. **** has experienced bouts of diarrhea that primarily have happened in our home causing us to throw away carpets and many a sleepless night dealing with his Giardia. We recently had to cancel a trip to ***** due to **** still testing positive for Giardia as no boarding establishment could board him with a positive Giardia Test. I spoke directly with Puppy Spot (******) and the Broker (******) on several occasions relative to ****'s condition. I did advise them about ************** and my concerns over her suspensions and her signing the documents that he was negative for Giardia. I am requesting a full refund as the remedy. Supporting documents are available upon request.

  

  Business Response

  Date: 03/07/2025

  We appreciate you taking the time to share your experience, and we are truly sorry for the challenges you've faced with ***** health. We understand how difficult and frustrating this must be for you and your family.
  We want to assure you that we take these matters very seriously. We have reviewed the vet bills submitted so far and are prepared to reimburse $549.66 under the terms of our health commitment. If you have additional medical documentation, please send it over, and we will review it for further reimbursement consideration.
  Regarding your concerns about *************** we are actively looking into this matter with the breeder to ensure all necessary health standards are met. Please know that we are committed to doing what we can to assist you and Luka.
  If you have any further questions or documentation to submit, please reach out, and we will continue working with you to find the best resolution.

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 22949084
  
  I am rejecting this response because:I apologize for the delay in getting back to you/BBB, I appreciate the offer from Puppy Spot however we just brought our puppy **** back to the vet last week and he is still testing positive for Giardia. The larger question is that it is my contention that the breeders in this case are conducting a puppy mill format and they are complicit with a ****************** who as stated in my initial complaint a Veterinarian who has had her license to practice suspended multiple times.  Puppy Spot in their response has stated to me that will continue to do business with ************** to me this is unacceptable. ************** signed off on **** being free from ******* which is not the case given that he was positive two days after we received him. Note: ************** has had non medically trained staff performing medical surgeries etc... on animals under her care. Puppy Spot has stated that the breeder's premises and ************** have been vetted via their company; I have conducted multiple background and internal affairs investigations over my career and find it negligent that such vetting would have revealed **************'s background and her multiple suspensions.  I cannot understand why Puppy Spot would continue to have a relationship with ************** given her history other than she is conducting care to the breeders that is solely based on profit for her and Puppy Spot. I am refusing to accept the offer from Puppy Spot as **** is still testing positive for Giardia and the concerns over their continued relationship with ************** and the breeders. 
  
  
  Sincerely,
  
  ******* M *******

  

  Business Response

  Date: 03/28/2025

  Thank you again for taking the time to speak with us directly and for your ongoing care and concern for ***** As discussed, we will be issuing a $2,536 refund to cover the medical expenses youve incurred related to ***** condition. We truly hope this helps support his continued treatment and recovery, and we sincerely wish him the very best in health moving forward.

  We also want to acknowledge your concerns regarding the veterinarian associated with your puppys breeder. Please know we are actively addressing this matter with the breeder to ensure all veterinary partnerships meet our health and safety standards. Your feedback is taken seriously, and we are committed to maintaining responsible practices across our network.

  Thank you again for your continued communication and for providing a loving home to ***** If theres anything else we can do to assist, were here to help.