ComplaintsforHappytail Puppies, LLC

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I RESERVED A ****** NAMED ROYAL ABOUT A MONTH AGO & I GAVE A $200 DEPOSIT. I WAS SENT A VIDEO OF THE TWO MALES DUNCAN AND ROYAL AND I CHOSE ROYAL. HE WAS SUPPOSE TO BE THERE ON 4/1 BUT WOULDNT BE RELEASED TIL AFTER 4/4 BECAUSE THEIR VET HAS TO CHECK HIM OUT. ROYAL ARRIVED TO THEM ON 4/4 WITH A BROTHER AND 2 SISTERS, I WAS TOLD HE HAD A COLD AND THEY ARE TREATING HIM WITH 2 DIFFERENT TYPES OF ANTIBIOTICS. THEY STATED I COULD PICK HIM ON 4/9 BUT THEY WERE CLOSED. THEN THEIR DR CALLED ME THAT MONDAY 4/10 AT 7:45PM AND HE WAS STILL SICK AND THEY WERE GOING TO GIVE HIM MORE MEDICINE AND UP HIS DOSES AND IT WOULD BE 5-7 DAYS. THE DR STATED HE WOULD NOT BE READY FOR MY PICKUP TIME ON 4/14 AT NOON, AND HE WOULD CALL BACK ON 4/13 OR 4/14 TO LET ME KNOW WHEN I COULD GET HIM. MEANWHILE I DECIDED TO CHECK OUT THEIR REVIEWS AND A LOT OF PEOPLE ARE STATING THEY ARE GETTING THEIR DOGS EXTREMELY SICK FROM THIS PLACE. THE DOG I PLACED A DEPOSIT ON IS NOT AVAILABLE FOR ADOPTION DO TO HIS ILLNESS AND I'M NOT TAKING DOG WITH ILLNESSES AND STILL ON 2 ANTIBIOTICS AS THEY DONT TREAT COLDS WITH ANTIBIOTICS. SINCE THE DOG I PLACED A DEPOSIT ON IS NOT HEALTHY I REQUIRE MY DEPOSIT BACK. I HAVE HAD A FRIEND CALL AND THEY WERE WILLING TO TAKE $1295 FOR ROYAL BROTHER IN AN OFFER BUT HE WASN'T ABLE TO LEAVE YET EITHER SINCE HE WAS SICK. YOU CAN ASK FOR A MANAGER BUT NONE WILL SPEAK TO YOU. THE MINUTE MY DOG WAS NOT AVAILABLE DUE TO ILLNESS BECAUSE I PUT A DOWNPAYMENT DOWN ON A HEALTHY DOG, THEY BROKE THE CONTRACT. I REQUIRE MY DEPOSIT TO BE RETURNED AS I AM NOT WILLING TO BE ONE OF THEIR OTHER CUSTOMERS WHO INCUR THOUSANDS OF DOLLARS IN VET BILLS AND CANT EVER GET IN TOUCH WITH ANYONE. MY FRIEND TRIED TO REACH THEM TO ASK QUESTIONS FOR 3 DAYS AND THE ONLY TIME THEY ANSWERED HER EMAIL OR PHONE CALLS WAS WHEN SHE PUT AN OFFER IN ON A DOG. AS OF TODAY I STILL HAVE NOT HEARD BACK ON THE DOG CONDITION.

  

  Business response

  04/19/2023

  The customer was issued a refund on 4/18/23.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I came to a written agreement with happy tails puppies on Dec 21, 2022 that stated they were to issue me a check within 48hrs of signing for the amount of $2857.00. Lisa director of operations claims she mailed it with tracking, for it to have never been scanned from a postal worker. And the check was assumed lost. I have emails, text messages and the copy of contract that has failed to be honored. They then had a lawyer reach out in good faith as he called it, I gave them my offer that I would like EFT of funds, since check was lost, and now get no answers. They wanted me to accept $1000 now and $1857 later, when I shouldn’t have to accept anything but full payment because that’s what we agreed too in contract. I then reached back out to the lawyer and said I would accept EFT and the $1857 now and $1000 March 22, 2023 I have reached out multiple times, by email and phone to get no answer. I was sold a dog that was horribly sick, I asked for money back on dog along with vet bills payed and Lisa brewer agreed to payment, but has yet failed to honor contract that was signed. I called the bank on the cashiers check and it is infact true that they can’t void the check till 90 days which will be March 22, 2023. This business has done nothing but lie to be from the time I placed a deposit on my dog. She was lucky enough to survive the phnumonia she had when I picked her up, but she does have scarring in your right lung where she was so sick with this place for so long. Lisa told me my dog slipped through the cracks and never should have been sold. I have uploaded some text messages along with emails between lisa and I, as well as the contract that they have now ghosted me on. I also sent the last email a couple weeks ago letting her know if I didn’t hear anything I would seek help from BBB. It isn’t fair to make my family wait for the settlement, when this place was the negligent one that didn’t properly place the check over to a postal worker. I feel they should have to follow through, my family has waited long enough.

  

  Business response

  03/03/2023

  Happytail Puppies has worked with this customer from the moment we were notified there was an issue.  This has been an unfortunate circumstance for our customer and our puppy; however,, we have never denied the customer nor puppy our support.  We are certainly happy to hear that Mazel is doing better.  We will stick to the facts with this response. We did obtain a certified check for medical reimbursement that was lost in the mail.  We have attached a copy of the check and the tracking number.  We are unable to stop payment on the check until 3/21/23.  We had our legal team reach out to the customer to confirm that Happytail Puppies will proceed with our medical reimbursment once we are able to stop payment of the original payment.  We did have our legal team offer $1000 be paid to the customer immediatley and then the remaining balance as of 3/22/23.  The customer denied this offer.  Happytail Puppies will continue to honor our agreement with the customer when we are able to stop payment on the original payment.  The customer will be paid in full by 3/31/23. 

• Initial Complaint

  01/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On January 11, 2023 I contacted Happytails in *** ****** ** to see about seeing some puppies. I wanted to lookat 5 of them. Was told that I could at most see 2 but required a $200 non-refundable deposit for each to see them. I filled out an application online. Also canceled everything within an hour of filling out the application. The next day I received an email stating that one puppy was being shipped. (What?!?) And that the other one would not be ready to be seen for 2 weeks it had not been weaned yet. After 3 emails she finally reached out to me that I would not be receiving a refund but it could be put towards another puppy at a later time. No where in their contracts does it state that puppies are shipped. I do believe that HappyTails are a scam, maybe even a puppy broker or get puppies from puppy mills. All I want is a refund for services not rendered.

  

  Business response

  01/27/2023

  We have refunded the customer deposit.  

  Customer response

  02/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.
  

  This complaint has been resolved.  Thanks for your help.

• Initial Complaint

  01/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a very expensive hypoallergenic CAVACHON breed puppy from SP Happytail Puppies, LLC on 10/29/22. I received a deathly ill, parasite ridden, CAVALIER SPANIEL puppy. I reported that our pup was seriously ill before we even reached home from picking him up. Happytails told me to take him to a hospital, which I immediately did. Our vet found the heaviest infestation of intestinal parasites he had ever come across. I have documents from my licensed veterinarian indicating he found the "most severe case of coccidiasis I have ever see in my career." The pup also had severe Kennel Cough and Giardia as well. The pup was only 4.8lbs and was severely dehydrated. I have read the documents from Happytails indicating that they do not cover such illnesses. I find this troubling. I have paid far more than the price of the pup in his hospital bills. But I understand that I signed the documents. I am educated and accept my fault. I would like to help other families and the sick dogs who are being sold en mass by reporting this company and their practices. The company also gave me the WRONG BREED OF DOG. And on this offense, I do request FULL REFUND of ALL my costs and payments to Happytails. I have complete documentation of the F1b CAVACHON (parents MUST be Bichon Frise and King Charles Cavalier Spaniel), and the official genetic testing done by my veterinarian demonstrating that the puppy is 100% Spaniel (his parents are BOTH Spaniel). This is very difficult, as my children are allergic to the puppy. These spaniels are also know to have multiple medical problems (including severe cardiac issues) that we did not want to encounter. The "item" was "not as described." We request a full refund.

  

  Business response

  01/23/2023

  In reviewing this dispute the customer is asking for a refund.  The customer has filed chargebacks that resulted in their favor.  They have already received the refunds from their bank for their transactions to Happytails.  We have attached copies of the chargeback disuptes resulting in customer favor.  

  Customer response

  01/24/2023

   I am rejecting this response because:
  
  The above information is INCORRECT.  I did win the credit card claims, however, HappyTail Pups continues to dispute my credit card claims.  I just got correspondence TODAY from my ******** ******* credit card that Happytails Pups challenged my claim and took back my money.   Please see attachment that I got via mail TODAY (1/24/23).

  Fact:  Happytalis sold me a CAVACHON puppy.

  Fact:  I received a very sick SPANIEL puppy.  

   

  I understand that Happytails has protected themselves by declaring that the pups can be sick and dying, and they don't cover these issues (seems horrible and the definition of puppy mill), but they SOLD ME A FAKE CAVACHON pup.  THE ITEM IS NOT AS DESCRIBED.  

  Full and complete medical documentation and proof has been supplied in my previous documents.

  I request a FULL refund.

  

  Business response

  02/13/2023

  We have attached the docs stating the customer has received $2039.95 in chargeback refunds.  The customer's puppy has been completely refunded on.  We have also attached a copy of the agreement, highlighting parts that the customer acknowledged and agreed to and is now disputing.  We have also, attached a phone conversation on a recorded line.  The customer showed up at the trainers facility 1 week prior to their puppy graduating and then asked to take the puppy home but still pay for the remaining week.  The consultant explained to the customer that the puppy still had to undergo his final vet exam - "Go Home Check".  The customer acknowledged that the puppy would not get that exam from Happytails and signed the attached acknowledgment that they are picking puppy up and will be responsible for the well being of the puppy and that HTP will not be accountable, monetarily and otherwise, for acts that occur once the puppy enters their care.  HTP also provided the customer with FREE - 30 day pet insurance with Trupanion, effective immediately with 90% coverage and the customer did not activate this Free Go Home Offer.  This offer too is attached. Since the customer took the puppy home early, declined the final go home check of the puppy with our veterinarian and did not activate the free Trupanion 30 day pet insurance, Happytail puppies will not be reimbursing for medical bills.

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sold me a sick puppy about 11/15/22 full of a stomach GI parasite she may NEVER clear and has been extremely expensive to treat along with Round worms knowing we had young children in the home. They give no evidence of a negative fecal although they say it is coming as part of their medical bundle they force you to buy in order to get one of their dogs. The medical bundle is an additional 100$ which includes impending Neg fecal. When I reached out to HT for neg fecal (which was actually never provided) and asked for reimbursement out of good faith for selling me a sick puppy and to cover some of the additional vet expenses I have incurred due to purchasing a sick puppy from them I was told I should’ve bought per insurance sooner and they are not responsible for worms or parasites. The worms and parasites are direct result of filthy environment of fecal contamination. They promise a healthy bloodline and a healthy puppy but that is not what they sell. It’s misleading irresponsible and expensive for their customers who think they are getting something they are not.

  

  Business response

  01/09/2023

  In reviewing the invoices provided by the customer for medical reimbursement, there are no notes providing what the puppy received treatment for.  Some of these are medical vaccinations and flea and tick treatment.  We are requesting the diagnosis and notes for what the treatments per each invoice submitted by the customer are for.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 11/26 we paid a $200 deposit, $50 microchip fee and $99 medical bundle package to reserve a puppy. On 12/5 we came to the Happytail Puppies location in *** ****** ** to pick up our new puppy, advertised as an f2 mini goldendoodle and paid an additional $395 to take her home. In the time between our deposit and picking up our puppy, we were assured she was checked by a vet and we were also given paperwork which showed her birthday of August 20, and all her vaccinations to-date. She was shown as having received all vaccinations except rabies. After having her at home for a week, we noticed we were having more issues training her than anticipated given her age. We took her to get the rabies vaccine, and also scheduled her with a professional trainer to help with potty training. We've received 3 different professional opinions (2 different vets and the trainer), and all agree that she is much younger than was advertised. Based on her physical size/weight, mental maturity and most telling, her teeth development, they all estimate her age as of now at 8-11 weeks. This means she was actually born in early-mid October and that she couldn't possibly have received her vaccinations on the dates listed on her paperwork (starting in September), and would have been too young for a lot of them anyway. They all recommend to ignore the clearly incorrect paperwork and follow a new schedule assuming she is 8-weeks old currently. All 3 sources also agree she is at least partially dachshund. After many attempts we were able to speak with the vet who we were told had vaccinated her and did the wellness check before we picked her up. He informed us that he never saw this puppy and only provided vaccination doses to Happytail Puppies, but didn't actually administer anything. I've left HappyTail Puppies multiple messages since finding all this out and they have not responded at all. I am seeking a full refund of the ~$750 and we will incur all other costs of making sure she's healthy.

  

  Business response

  12/30/2022

  We have attached the baby pics of Karena taken roughly at 3 and 6 weeks of age.  You can see the dates of the the pics and her microchip ID.  Happytail Puppies stands behind all documentation that you have received regarding your puppy's DOB and vaccinations.  We have provided you with supporting documentation.  There has been no supporting documentation sent to us from the customer for us to review.  

  Customer response

  12/30/2022

   I am rejecting this response because: Those pictures prove nothing, I don't even think that's the same dog. It's the same color, but it has a stubby nose and white patches below her nose and on her chest. As you can see in my pictures, our puppy has a long nose and no white fur anywhere. Also, this doesn't explain why the vet you claimed vaccinated and examined her admitted to us she was never seen, so that was a false claim by you. Also, why did you stop responding to me once I started asking questions about her age? From the beginning I was assuming this was an honest mistake of paperwork getting mixed up, but that was before you refused to respond to me and also before I spoke with the vet. As stated in my initial claim, 3 professionals (2 vets, 1 trainer) all gave professional opinions of our puppies age that are vastly different than you claim. I am still asking for a full refund of the $750 we spent with you. 
  
  
  

  

  Business response

  01/16/2023

  Please provide written documentation supporting your claim.  Without supporting documents for us to review we decline any reimbursements.  

  Customer response

  01/16/2023

  I wanted to provide some follow-up information regarding my claim against Happy Tail Puppies. Today I had all of the puppies vaccines administered, and the vet provided me in writing their estimate of her age (14-weeks as of today). The vet is confident in this estimate of age within plus/minus 1-week based on her dental development. I'm attaching this documentation to this email. This age aligns with the age both our trainer and the trainers vet(s) had estimated back in mid-December. We now have 4-professional sources, and 1 of those being in writing, that this puppy was born in early-October, not in August as advertised, and that she couldn't possibly had the vaccines they claimed since the paperwork they gave us showed administer dates starting in September (before she was even born).  

   

  The vet also agreed that her breed is almost certainly not f2 miniature goldendoodle, and she almost certainly is dashund mixed with either poodle or spaniel of some sort. They estimate her full-size to be 20-25 pounds, as opposed to the 30-40 pounds that Happy Tail Puppies told us based on her being an f2 miniature goldendoodle. We are contemplating having a DNA test done to confirm her breed, please let me know if this is necessary.

   

  Please let me know what else we need to do with this additional information. I couldn't find an option to add it to the BBB website. We are still seeking a full refund of the $750 we paid to happy tail puppies. Mostly for false-advertisement, but also to help recoup additional expenses we have incurred thus far since owning her and having to take care of vet expenses that they told us had already been done. 

   

  Today I have already sent this exact same information to Happy Tail Puppies, but I don't expect a response, as they have not responded to any of the MANY emails and calls I've made to them over the last 6-weeks. 

   

  Thanks,

  ***** *****

  Customer response

  01/16/2023

   I am rejecting this response because:

  I will once again give the same information to you that I've provided here, and also to you directly via email and through messaging your facebook page (none of which has garnered any response from you). This message was from last week, so I'm providing it again;

  I wanted to provide some follow-up information regarding my claim against Happy Tail Puppies. I had all of the puppies vaccines administered, and the vet provided me in writing their estimate of her age (14-weeks as of today). The vet is confident in this estimate of age within plus/minus 1-week based on her dental development. I'm attaching this documentation to this email. This age aligns with the age both our trainer and the trainers vet(s) had estimated back in mid-December. We now have 4-professional sources, and 1 of those being in writing (attached twice now in BBB), that this puppy was born in early-October, not in August as advertised, and that she couldn't possibly had the vaccines they claimed since the paperwork they gave us showed administer dates starting in September (before she was even born).  
  
  
  The vet also agreed that her breed is almost certainly not f2 miniature goldendoodle, and she almost certainly is daschund mixed with either poodle or spaniel of some sort. They estimate her full-size to be 20-25 pounds, as opposed to the 30-40 pounds that Happy Tail Puppies told us based on her being an f2 miniature goldendoodle and the sizes that they claimed her parents to be. We are awaiting results of a DNA test to confirm her breed.
  
  
  We are still seeking a full refund of the $750 we paid to happy tail puppies. Mostly for false-advertisement, but also to help recoup additional expenses we have incurred thus far since owning her and having to take care of vet expenses that they told us had already been done. 
  
  
  I have already sent this exact same information to Happy Tail Puppies, but I don't expect a response, as they have not responded to any of the MANY emails and calls I've made to them over the last 6-weeks. 
  
  

  
  

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a puppy on Dec. 3, 2022. The puppy had numerous health issues. Backed up by documents and records attached. The puppy lived 14 days after Purchased. Cost $1767.92 in vet charges before passing. All issues were present before purchased and not disclosed.

  

  Business response

  12/29/2022

  In reviewing your documentation that has been sent to us, the vet visit on December 5, 2022 does not have the results of the fecal flotation test and the glucose lab testing that was performed that day. We have attached the invoice of the tests being performed that day.  This was ******* initial vet visit after leaving Happytails on 12/3/22 and the vet visit prior to her going into the ER on 12/11/22.  We are also requesting the necropsy results - we have attached the agreement that you acknowledged to have performed in the case of sudden death.  

• Initial Complaint

  12/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased what was supposed to be a Bernedoodle puppy named Chickadee who is now named Saint Laurent from puppy from Happytail Puppies in October for $1094. When I arrived to pick up the puppy I was told he tested positive for Giardia which was common in puppies and would be sent home with the medicine to treat it. Upon arriving at home I noticed that my puppy was coughing, hacking, and sneezing. I took him to the vet and found out that HappyTail Puppies sold me a sick puppy. While at the vet I had them perform a Wisdom Panel DNA sample. The puppies DNA came back showing that one of the puppies parents was Bernedoodle and Miniature Schnauzer! Happy Tail Puppies sold me this puppy telling me that this puppy was a Bernedoodle. I have spoken to Lisette who was my puppy consultant and provided her with proof of the Wisdom Panel DNA results. She advised me that a manager would be in touch with me in a couple of days with a resolution to this extremely disheartening incident. I love my puppy and have made it my priority to get him back 100 percent healthy. I am requesting a refund of the $1095 that I paid for him as he is not the breed of dog that HappyTail Puppies listed him as and sold him to me as. I have called numerous times and have either been unable to reach anyone or told that a manager would call me back and never receive a call back.

  Customer response

  12/27/2022

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  12/27/2022

  We have attached the signed acknowledgment from Mr. ****** that states - #24.  Happytail Puppies, LLC does it's best in breeding healthy, disease free and genetic disorder free puppies.  We do not guarantee or warranty DNA, show quality and/or breeding potential of puppies.  Unlike human DNA testing, pet DNA testing is not regulated by any government agency.  

  Customer response

  12/27/2022

   I am rejecting this response because:
  
  HappyTail Puppies listed this dog as a Bernedoodle having both parents listed as such. They have mixed breed puppies listed on their site as the mixed breed. Happytail Puppies sold me a puppy that wasn’t the listed breed as advertised. They then told me all that should matter is that I love my puppy. When what really should matter is that I got what I paid for! This is bad business! Breeders send their puppies for DNA and genetic testing to ensure they are selling healthy puppies! It is clear Happytail puppies is just selling anything and false advertising with the hopes of selling puppies. There is no accountability for their wrong doing and false advertisement!

• Initial Complaint

  12/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Another buyer beware complaint. Like so many others we paid $3000 for 4 weeks of training, $795 for a healthy puppy and a $99.00 (must have) vet exam from a HappyTails Vet. 1. The puppy was received with a UTI, underweight & Giardia. Giardia is highly contagious and puts my other pets at risk which now requires Vet visits & treatment for ALL pets. Plus cleaning & disinfecting the house & yard. It is important to note that I emphatically stated, before the puppy arrived, that I could not accept a puppy that could jeopardize the health of my other pets. After the puppy had already shipped I was informed he would be showing up with a wormer and an antibiotic for a "cough." My vet could not confirm a "cough" but noted that the medications sent were typically prescribed for a known Giardia infection - which he confirmed was in fact the case. 2. After 4 weeks of "training" this puppy know how to sit & laydown. PERIOD! he has no house or crate manners and is 100% unable to be crated without causing major anxiety to the pup. It is obvious that this puppy did not receive 4 weeks of training. At least not by someone that is licensed and trained to train dogs. There is almost no evidence of training. Our local trainer evaluated and rated this puppy at a week one day 3 training status! This puppy arrived barely knowing his name let alone possessing the ability to respond to it. Of course - it was only AFTER I sent my puppy for 4 weeks of training that I read all the similar complaints to mine about the abysmal results of the $3000.00 investment!! There was very limited communication during the 4 weeks even though we asked repeatedly. We did receive some copies of "checklists" that indicated that the puppy was progressing well. Obviously these documents were either fake or falsified because this poor guy has obviously never been introduced to a leash! This puppy requires "re-training" & ongoing treatment for his health issues.

  

  Business response

  12/22/2022

  We have reached out to the customer and reviewing this information.  Will resolve by end of next week.  

  Customer response

  12/27/2022

   I am rejecting this response because:

  Yes, HappyTails has reached out to me and we discussed my concerns. However, no resolution has been reached as of today. 

  The HappyTails representative admitted they were having some issues with one specific training  service that they had been using recently. Apparently, my puppy was sent to this specific trainer and that is why the training my puppy supposedly "received" was not up to par. 

  That said, I am expecting a full training refund. 

   
  
  

  
  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 22, I submitted a deposit for a puppy with the understanding that I could make payments until I was ready to pick up the puppy as stated on the company's FAQS. On November 23, I contacted my puppy consultant and requested to set up payment arrangements. On November 28, I received a call from my puppy consultant stating that the puppy would be arriving later that afternoon and I would need to prepare for pickup. I informed the consultant that I emailed them on November 23 to set up payment arrangements and had not received a reply. Instead of apologizing for a lack of communication on the companies (puppy consultant) behalf, I was told that if I couldn't pay for the puppy in full that I needed to apply for financing or choose a puppy that I could afford. I requested a refund multiple times and was given the same response as previously stated. Happy Tails did not take responsibility for their lack of communication or adhere to the policy on their website and therefore I would like to be refunded my deposit.

  Customer response

  12/05/2022

  I did not apply for financing because the cost of the puppy was not the issue. I wanted a payment plan because I did not want to pick up the puppy right away.  

   

  I have the funds for the puppy 

  

  Business response

  12/12/2022

  We apologize for the inconvenience and have refunded your $200 back to your ****** account as of 12/12/22.

  Customer response

  12/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

*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. ↩