ComplaintsforBluegrass Frenchies

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 25, 2019, I purchased a French Bulldog from Bluegrass Frenchies Puppy Heaven via Online Domestic Wire Transfer of $7,394.00. The product has not performed well because the French Bulldog was diagnosed with a hereditary, genetic disorder known as Primary Glaucoma. I am very disappointed because this condition has now progressed to the point where she is rapidly losing eyesight bilaterally and is only 4 years old. The French Bulldog was purchased to serve as my Service Animal, but because of this recent diagnosis, the product is unable to perform these duties, adding additional stress to my situation. This hereditary health issue is a significant concern, and I believe it is imperative to address it promptly. I emailed Christina ******* on 12/15/2023 and 12/24/2023 seeking assistance and resolution to this matter. Unfortunately, I have not received a response from ********* ******* or Bluegrass Frenchies Puppy Heaven and this situation remains unresolved. Primary Glaucoma is a hereditary condition that should have been disclosed to me before the purchase of a dog.

  Business response

  01/29/2024

  *** ******* did not indicate on her application that she wanted her Frenchie to be a service animal. We don’t guarantee that any puppy would qualify to be a service animal.
  
  ?We had ** ********* puppy checked out by our vet and there were no issues with her vision. We request all of our families have their puppies checked out by their local vet within 2 days. *** ******* did not inform us that Primary Glaucoma was something her vet detected during *****’s puppy examination.
  
  On December 7th ** ******* contacted us letting us know ***** was diagnosed with Primary Glaucoma. We called ** ******* the same day. We chatted for several minutes to see what happened, we asked about *****’s current state, and the next steps. We ended the call by asking Ms Ziegler to let us know if there was anything we could do to help and we would certainly try to do what we could. ** ******* said, “sounds good”. We responded promptly & professionally and thought the call ended on a positive note.
  
  The follow up from ** ******* was an email she sent to us on December 15th. She was demanding a full refund on *****. ** ******* stated that if we didn’t give her a full refund she would pursue legal action.
  
  We were immediately taking back by her email. We discussed her reaction as a family and decided that since she went straight to the threat of legal action it would be best to let our attorney handle communication with ** ******* moving forward. ** ******* did email us again on Christmas Eve with the same threat of legal action.
  
  The only information we had received about *****’s current situation prior to this complaint was a message, one phone conversation and a the 2 emails mentioned above.
  
  We have a signed contract by ** ******* that includes a 2 year heath guarantee for any “life treating genetic defect”. In addition to *****’s condition not being “life threatening”, She will be 5 years old on February 5.
  
  Due to ** ********* litigious nature we need to follow the contact as written.
  

  Customer response

  02/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  02/05/2024

  Subject: Response to Claim ******** 

  Dear *** ******

  I am writing in reference to the previous communications concerning the issues I have encountered with the puppy purchased from Bluegrass Frenchies and my subsequent complaints dated 12/15/2023 and 12/24/2023.

  Despite assertions made by Bluegrass Frenchies indicating that their legal representative has taken charge of this matter, it is imperative for me to clarify that no such communication or dialogue has been initiated on their part. 

  The absence of any form of acknowledgment or attempt at resolving these pressing issues not only contravenes professional courtesy but also undermines consumer trust.

  The core issue lies in the health condition of my service dog which is dire due both morally and contractually; an inherited visual impairment severely affects her ability to function as intended – safeguarding my well-being. 

  Rather than receiving protection from my companion as anticipated under our agreement and considering her role as a trained service animal, I find myself in the paradoxical position where it is incumbent upon me to ensure her safety instead because she cannot see.

  Given that there was no preemptive disclosure about this genetic illness prior to adoption—a detail one would expect provided given its significance—it stands within reason that fair remediation should be sought out earnestly. This circumstance does not merely represent an inconvenience; it reflects a profound oversight with serious implications for those reliant on these animals for support.

  In light of these events—I respectfully request intervention from BBB so we may engage constructively towards reaching an equitable resolution
  

  Thank you in advance for addressing this matter promptly.
  
  Sincerely,
  
  *** *******

  Business response

  02/07/2024

  We have been breeding French Bulldogs for 20 years. We thought when we spoke with ** ******* on Dec 7th she would be sharing more information & vet exams. At which point we would have had a better understanding of how we might be able to help navigate what was happening with *****. Instead, her follow up to our phone conversation were threatening emails.
  
  Prior to the emails on Dec 15th & 24th we had open communication with ** *******. We had been checking in on ***** and sending her birthday treats each year. However, due to the emails demanding a full refund on ***** & threat of possible future legal action we were advised not to respond.
  
  ** *******’s claim that ***** was purchased to be her service animal is not in our contractual agreement. Our puppy contract stipulates that our puppies are SOLD AS PETS.
  
  ** ******* claims that we should have disclosed her puppy ***** had Primary Glaucoma prior to her purchase. Our Vet consulted a Veterinary Ophthalmologist this morning and she confirmed there is no way to predict future Primary Glaucoma in a French Bulldog puppy during a physical exam and there is no genetic test available for the sire or dam that could predict Primary Glaucoma in their offspring. I’d also like to point out that we have not had Primary Glaucoma in any of our French Bulldog sires or dams. Ms Ziegler took possession of ***** at 11 weeks of age and her Primary Glaucoma did not present itself until ***** was almost 5 years old.
  
  ** ******* first demanded a refund for $6,500 for her purchase price of *****, with possible future litigation even if a refund was given. Then suggested to BBB $50,000 as a reasonable remedy. Our agreed contractual 2 year health guarantee is for a replacement puppy, not a refund.
  
  This is our final response. We feel that we did our best to reach out in a compassionate and professional manner concerning *****’s condition. However, due to ** ********* litigious emails we have been advised to follow the contract as written.  
  

  Customer response

  02/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  While I appreciate their attempt at clarifying their stance, there are crucial inaccuracies and omissions that need addressing for a fair understanding of this matter.

  Firstly and most importantly is the assertion made by the breeder regarding legal representation taking charge of our communication breakdown. Despite these claims, no such initiative was undertaken following my emails dated December 15th & December 22nd. This lack of engagement not only contradicted her statement but also added significant emotional distress during an already challenging time.

  The accusation that my follow-up communications were threatening is misleading; they were born out of frustration due to a perceived disregard for *****’s wellbeing - a sentiment any pet owner would empathize with under similar circumstances. The intent behind reaching out was always aimed towards finding a mutually agreeable solution which unfortunately never materialized due to unresponsiveness by the breeder.

  Furthermore, it should be noted that while contractual obligations are essential in transactions such as these - empathy, understanding and post-purchase support carry equal weight especially when unforeseen health issues arise impacting both financial stability and emotional well-being.

  It is disheartening that instead of fostering open dialogue based on compassion & professional ethics as claimed in their final response - their action (or rather inaction) led me down a path seeking remedy through official channels like your esteemed organization.

  In light thereof - and given aforementioned discrepancies between what has been stated versus actions taken - I kindly request further investigation into this case so justice can prevail not just for myself but future customers who might find themselves in similar predicaments.

  Thank you for considering my perspective on this complex issue.

  Sincerely,
  *** *******

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