ComplaintsforHappytail Puppies, LLC

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my puppy for her 3 day mandatory check up with a vet and received disturbing news. I’ve been informed that she has bilateral grade 1 luxating patellae which is a knee condition that can require expensive surgery if it becomes worsen. I hope it gets better as she ages but it’s not a guarantee. I received a full healthy physical for the puppy except it stated she had umbilical hernia that was repaired. Speaking with the veterinarian didn’t see any signs of the procedure or evidence of the repair so I’m just wondering if he missed what she now have as a diagnosis. Leaves me wondering did he really find or repair a hernia. Did he really preform her physical exam. I spent to much money (1595+99.95+49.99) to have this new puppy to come with these new found issues. I have to wonder if she was cleared and he signed to get her gone since other post states this is a puppy mill. I want to do my review on ****** but my review wouldn’t speak to positively after this vet visit. I have to request or ask for things I should be receiving automatically within knowing and purchasing this animal. I’ve done fell in love with her but I have to worry if any of the advice or things I’ve been told that benefits her is really for benefits or just for money. I asked to speak with manager got told one wasn’t at location at time asked for name never received it. Due to calls being recorded this can be verified from my call in today. I’m going to attach physical received from happy tails vet as well as my transcript from her vet visit today. I went through so much and spent so much for my puppy arrival and to have her comfortable to find out she might be in discomfort her life. I’ve had to request things that was suppose to been giving to me or sent in order to get my puppy ready for a life with me and proper documentation. Online I’m told her parents toy poodles and she full breed but on paperwork my puppy miniature poodle. I’m now waiting on akc registry paperwork!

  Customer response

  12/12/2022

  I have received a call I missed and voicemail was left  from the business. I returned call and left voicemail. I had sent a message to my puppy consultant before I posted in response to my complaint. She responded as if she was teaching me what my vet hadn’t already discussed and I responded and never received a response after due to facts I stated. Uploading to this email also. 

  
  

  

  Business response

  12/12/2022

  Hello.  After reviewing this complaint, we have attached the part of the Health Guarantee that the customer signed and agreed to. Our vet exam did not reflect a luxating patella, where as Ms. ****** vet exam did.  These are two licensed veterinarians with different results on an initial puppy exam. Per the agreement that the customer agreed to, Happytail Puppies guarantee excludes luxating patellas.  The customer is on our vitamin supplements, which allows a replacement puppy. We also have a "Go Home Offer" pet insurance program that Ms. ****** enrolled in on 11/23/22, offering immediate 90% medical coverage for a 30 day free trial. Since the puppy had no pre-existing conditions or diagnosis, the puppy will have 90% medical coverage if continued on the pet insurance for all future treatments relating to this issue.  

  We have also attached the AKC registration papers that have been sent to the customer.  

  Customer response

  12/12/2022

   I am rejecting this response because: I was giving that paperwork and told it needed to be signed to get the puppy this was a month before the puppy was ready and before even meeting the puppy. I was told I had to get those things and sign those forms to ignitiate getting the dog. No one explained any of the things to me I didn’t even get a copy of what I had signed. The veterinarian they used on form says that her exam was done at 8 weeks but was signed and gave her weight of 9 weeks I picked her up 2 days later and was giving these things in a folder. No explanation of the physical finding etc. I will continue to post my reviews on all platforms until something is done. These puppies shouldn’t be coming home with defects as much money we put out for the animal. 
  
  
  

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put a deposit on a puppy and have been emailing Happytails to provide a pickup time with absolutely no response from them. I even contacted them on their Facebook page with no response. This was supposed to be a Christmas gift and I'm so frustrated with this. Regardless of the availability of the puppy at this point, I want my money returned - $200 deposit. It is clear they are at very least non-responsive and uncaring about their business or customers. This truly feels like a scam. I will take this further if necessary. It's clear from all the other complaints this business should not be endorsed by the BBB and likely needs to be closed. They jumped right on my inquiry to get their deposit and crickets ever since. Someone needs to take action. This feels truly fraudulent!

  Customer response

  12/03/2022

  They are avoiding setting up an appointment to pick up the puppy I made a $200 deposit on. I have been in contact with Amber, filled out paperwork and am getting a complete runaround and no valid or solid responses. How hard is it to say - your puppy will be at our facility on 12/10, your pickup time is 2pm or select a date and time that works for you to pickup. This is a scam. Attached my credit card payment. The emails they're sending are at best vague or automated. 

  

  Business response

  12/08/2022

  Spoke to the customer and she is continuing to adopt the puppy and picking him up this weekend.  We are offering complimentary microchip registration for the customer.

• Initial Complaint

  11/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an AKC puppy here October 14 with a scheduled appointment. Upon pickup, they told me they could not get the akc paperwork because the "person who does that" was not there. Since then, we have been trying to get that paperwork and have been given various excuses. I paid the price for an akc registered puppy, which was significantly higher than a puppy with no papers.

  

  Business response

  11/21/2022

  We apologize for the inconvenience.  The registration papers have been mailed out to the customer as of 11/21/22 and a tracking number has been emailed to the customer as well.

• Initial Complaint

  11/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I put a deposit down on a puppy a week ago with an offered “package” to include transportation to me. I had been communicating with the “puppy consultant” Taylor regularly until I placed the deposit. As soon as this was completed I have not been able to get a single response from Taylor or anyone else at this company. I have emailed Taylor multiple times, have called, have tried the online chat and emailed the main address all with ZERO response. Yet, somehow everyone was quite responsive until they received my money. There is absolutely something shady with this company. They need to be investigated.

  

  Business response

  11/17/2022

  We have refunded the deposit.  We apologize for the inconvenience.

  Customer response

  11/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I accept it the refund however this business needs investigated. Prior to releasing my refund they tried to coerce me into signing what reads as a non disclosure agreement stating that if they issue a refund I would not file a complaint about their actions publicly otherwise they wouldn’t refund my money. I refused to sign the document and advised them it was illegal. They eventually sent the refund.  Attempting to withhold funds in exchange for someone’s silence is illegal and goes against public policy at minimum. In addition to that this is proof that they have something to hide and raises major concern over how they are treating these poor animals. This is very clearly a puppy mill. The company needs investigated. To anyone considering a new puppy from here, DO NOT BUY FROM THIS COMPANY. To BBB please open an official investigation into this company. 

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought/picked up our puppy on 8/29/22. Lissette helped us. We paid $49 for microchip registration, which we were ensured would be taken care of by happy tails. Once home a few days later,I looked up the microchip number and called petkey and the microchip was not registered. I have emailed Lissette and called several times with no answer. I paid another $49 to petkey to register my microchip myself. I have asked for a refund of the original $49 several times in emails to the company with no response.I have also asked for my puppies AKA registration form on these emails. It was told to us at pick up that it would be mailed to us and we have not received it. No response from the company on either issue.

  

  Business response

  11/09/2022

  Hello.  We have reimbursed the $49.99 for microchip registration that was not registered in a timely manner.  We apologize for the inconvenience.  We have inquired with our admin department that handles our registration papers for an update.  We will contact customer within 5 business days with updated information and or when her registration papers are here, whichever comes first.

  Customer response

  11/09/2022

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

• Initial Complaint

  10/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our autistic daughter wanted a dog as an emotional support animal. She found a teacup Pomeranian on Happytail Puppies’ website she liked very much. On October 8, 2022, I sent them an email asking a few questions about the puppy as well as indicating we live in Virginia, but as of date there has been no response to that email. On Oct. 11th we noticed the puppy was still available as well as another puppy of a different breed that our daughter liked. The same day, Oct. 11th, I contacted Happytail through their website to ask if we made a deposit on one puppy could the deposit be transferred to another. As of date, no response. However, on the 11th we did place a deposit on the Pomeranian in the amount of $200.00. According to their website, deposits are non-refundable and expire after one week. After paying the deposit, we expected to hear from Happytail by the next business day. By the afternoon of Oct. 13th, not having heard from them, we called the phone number listed on their website. No answer just a recording. Then we sent a text message saying who we were and which puppy we placed the deposit on. As of Oct. 26, 2022, they have not communicated/answered our questions nor attempted to make arrangements for us to see the puppy either in person or virtually nor confirming when we could complete the transaction for the puppy. We even thought making a claim through ****** would cause Happytail Puppies to respond to us but it did not. The only indication that Happytail Puppies still exists as a business is through their posts on *********; there have been 10 ********* posts between Oct. 8th & Oct. 26th, but yet no one at Happytail can reach out to talk with a potential puppy parent? Not refunding a deposit if customer changes their mind or the customer doesn’t respond to the business’ inquiries is one thing but keeping a deposit because the business failed to communicate with the customer after a deposit was placed is another matter. We would like the $200 refunded.

  

  Business response

  11/03/2022

  Hello.  We have refunded the deposit in the amount of $200.  

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Happy Tails sold me a sick puppy that died a week after purchasing! . I took my puppy in for a welcome visit Monday and she APPEARED fine. She had been eating purina chicken and rice and drinking normal. Early Thursday morning (September 29) I notice she was not eating a lot so I switched and gave her some wet food. She seemed to eat that ok but soon later started vomiting white foam. I took her to the vet and they checked her vitals. They recommended I get in touch with breeder as ***** didn’t seem to intake anything and was vomiting everything. They ran test and everything came back negative. I attempted to call Happy Tails, however, I didn’t get a response. I assumed it was after hours or they closed early due to hurricane Ian as we had bad weather as well. Although, my puppy was eating and drinking she didn’t seem herself. I even gave her dyne just in case her sugar was low. Early the next morning I noticed her moaning as if she was in pain. She wasn’t energetic and seem abnormal. So I took her back to the vet right away where they did more test and took her blood. She was tested and everting was negative. The vet and their staff tried everything! Her heart rate was abnormal and she was still distressed. The did a scan a noticed a liver shunt. The staff did everything and stayed after hours to help her but nothing worked. The puppy was born with a liver shunt and was screaming in distress as she laid there hopeless and lifeless. I attempted to contact Happy Tails as the vet wanted to discuss my puppy’s health record. Unfortunately my puppy did not make it. I was so distraught and suffered an anxiety attack. I reached out to Happy Tails and provided documents. Happy Tails basically said sorry and stated no refund would be given. Bottom line is they sold me a sick puppy and is hiding behind their “hypoglycemia” clause even though the vet clearly stated on paperwork it was NOT hypoglycemia. I ALSO paid to have the microchip registered which I never got the info

  

  Business response

  10/19/2022

  We are deeply saddened to hear the news of *****.  As we review this complaint, we have attached the Health Guarantee document that you signed and acknowledged on 9/11/22.  Can you please provide us with the necropsy report that you agreed to have done in the event your puppy should pass away prior to 120 days of age?  

• Initial Complaint

  09/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Tuesday, 13 September 2022, we drove to Happy Tails Puppies headquarters to get our Puppy (formerly named ******). All paperworks was sign thru Docusign, since Saturday 10 September 2022, That includes a Service for Lifetime Microchip Enrollment for Pet key and AKC For the amount of $49.99. While we were in Oak Ridge and settling all the remaining balance for our puppy, we asked them about the process for microchip enrollment our Consultant assured us that she will send us the info soon after they process it. We took/trusted their words so went home. Few days after taking our puppy we checked the microchip info and called Pet key, they informed us that Happy Tails did not finished the process and our puppy is not enrolled. We tried to call our puppy consultant, emails was sent, even chats. We Never did a get respond from them pertaining the situation of our microchipped enrollment. Asking for refund so we will just do it ourself, still not getting answer from them.

  

  Business response

  09/21/2022

  We have attached the registration certificate of enrollment.  We apologize for the inconvenience and will refund your enrollment fee back to the credit card used at purchase.  

  Customer response

  09/22/2022

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

• Initial Complaint

  08/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a “healthy”puppy from this Organization. He was far from healthy. He had an intestinal infection, a skin rash, and blood in his stool. This resulted in two veterinarian visits within a week and medications. Their veterinarian documented that he was a healthy puppy and has proved to be far from it. We would like the Better Business Bureau to assist in helping us recoup some of the expenses that we have incurred as a result of false representation.

  

  Business response

  08/22/2022

  Can you please send the itemized invoice for what the puppy was treated for and the costs associated with the treatment?  Thanks

  

  Business response

  08/29/2022

  We agree to pay $165 of the charges that are relevant in this case.

  Customer response

  08/29/2022

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

• Initial Complaint

  07/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7/27 I made a deposit to Happytail Puppies for a Maltipoo, ******* at which point I requested to receive photos and/or a video of the dog. After receiving the photos and videos on the 28th and reading the reviews of the company, my husband and I requested to withdraw our application for ******* and be reimbursed the $200. we paid on 07/27 as Happytail’s website states the deposit is refundable within one week. I’d greatly appreciate any assistance you could provide in helping me be refunded the $200. I previously paid. Thank you, ******* *****

  

  Business response

  08/09/2022

  We have refunded the $200 deposit.

  Customer response

  08/09/2022

  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. ↩