ComplaintsforHappytail Puppies, LLC

• Initial Complaint

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 22nd at 7pm we brought home a puppy that we purchased from HappyTail Breeder. We were provided with a copy of a negative fecal sample from July 5th and told that he had recently been rechecked but there was no updated paperwork because he is negative. Despite being negative, we were sent home with a dewormer which we were told is "standard." The following morning he wasn't really interested in eating and we knew that there was an adjustment period when bringing him home so we offered lunch later, which he ate. After about 1:30 Saturday he was refusing to eat and because lethargic. Sunday morning when he was still refusing to eat after trying several different wet food alternatives, I called and left a message with our "puppy consultant" asking for tips on getting him to eat. They did not respond and by Sunday afternoon he was essentially not moving and only sleeping. After throwing up in the floor we took him to an emergency vet where he was diagnosed with Coccidia, Giardia, and Roundworms which the Vet described as an "infestation." He was sent home with three medications to treat these conditions and this visit cost us $483.00.

  

  Business response

  08/07/2022

  We have reviewed this request and agree to pay the customer $408.  That reimbursemnt amount is based on the visit, treatment and prescribed medications pertaining to the diagnosis.

   

  Customer response

  08/07/2022

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

• Initial Complaint

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a puppy from Happy Tails Puppies on 7/16/22 at 11am. This business sold her to me as "healthy, no problems, in good condition." When we left the facility the puppy started coughing, which prompted me to know she had kennel cough. We also then noticed she was pouring purulent green snot from her nose, and it was matted into her fur. She was also covered in fecal matter and urine. I immediately called my vet who saw her that afternoon at 4pm. He confirmed she had kennel cough, an upper respiratory infection, was found to be wheezing, a urinary tract infection, and conjunctivitis. All medicines/antibiotics/eye drops were prescribed, and a fecal sample was sent off for testing. I immediately contacted Amber K who was my consultant for my puppy. She then admitted my new puppy had Giardia, a very contagious parasite, the same week we picked her up. She claims they treated her for it. They never disclosed this to me, as I would not have picked her up without a negative test, because I have 5 other healthy animals at home. By this point, I am contacting my vet who confirms that my puppy STILL has Giardia and has now probably spread it to all of my other animals, who again, were healthy. I have contacted Amber K with Happy Tails multiple times, and she has yet to "find time" to return my calls. I want a full refund for my puppy ($795), reimbursement for my current vet bills ($183), and reimbursement for any future vet bills incurred because of their negligence. My vet has told me it may take multiple rounds of medicines and antibiotics due to the horrible state the puppy was in due to Happy Tails not taking proper care of her while under their supervision. Supposedly the puppy was "checked out" by their vet upon leaving, which is impossible because they would have noticed the poor condition she was in. I am not asking for much, as this puppy has been pitiful and in horrible condition since we got her home. I am thankful she is now safe in my home and free.

  

  Business response

  07/29/2022

  We agree to reimburse $1,000 as a full settlement in good faith.  This is reimbursement for the puppy and the current medical bill.  We will not reimburse for future medical bills.  We have attached a signed copy of the Health Guarantee and as stated on #14 "Happytail Puppies will not be responsible for any medical expenses incurred by new puppy owner, once puppy is in new puppy owner's care. New puppy owner is aware that owning a puppy means additional financial responsibilities and understands that he/she will be responsible for all said financial responsibilities".  

   

   

   

   

   

   

   

   

   

   

  Customer response

  07/29/2022

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

• Initial Complaint

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a puppy from Happy Tail in May. Within 6 hours of getting him home he started coughing. He had been to the vet multiple times and had been on many meds. To date I am out over $800 trying to get him well. He still has a cough now its July. Next step is a specialist. I heard the same little grumble under his breath when I picked him up that he continued to have so I'm certain as with many other stories there that they knew he was sick and Probably gave him cough meds to get me to take him home. I love him dearly. But selling a si k dog is unacceptable. Get them well and then sell them. I have sent then the bills and xrays over and over. They claim the person handling it was fired. They respond to reviews asking for the bills but I have sent them over 15 times and the xrays. This happens over and over a over with them.

  

  Business response

  07/24/2022

  This complaint is under review and we will reach out to the customer by July 28th.

  Customer response

  07/24/2022

  I do not accept this response because I have emailing you bills since May. You can get back to me immediately by email. It won't take you an additional week.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Was told to pick a puppy online and put a 200.00 deposit to do a virtual visit. Puppy tails has been negligent and unresponsive ever since. No response to emails. I have called over 10 different phone numbers that just ring with no way to leave a message. Husband left mult messages on the number found here on this page with no response. The puppy we picked has been placed back on the website. There is something shady going on with this business and I no longer want to be involved with them. I want the 200.00 deposit refunded immediately!!

  

  Business response

  07/14/2022

  We have refunded the deposit back to the credit card used for the reservation.

• Initial Complaint

  07/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my puppy from HappyTail Puppies on June 15th of this year. When I came to pick her up, she smelled like diarrhea and had a little on her back paw. I was given dewormer as a preventative and told to give for 5 days. I began the treatment the next morning and we started to notice our puppy had bloody diarrhea. I looked it up and read that if a dog has worms and on a dewormer, they can have bloody diarrhea due to the worms detaching so I did not panic until only blood was coming out. We took her to the emergency vet and while there, I called Kallee (the lady from Happy tails who I dealt with while purchasing our puppy). I informed her of the situation and she said the medication was probably too harsh on her tummy so to discontinue if the fecal swab comes back negative. The emergency vet told us even if she has worms, it will most likely come back negative because of her being on the medication. The fecal swab did come back negative but was told to continue it for another day and that the medication would not have been causing the bloody diarrhea, and she was treated with probiotics. The bill was $422.92. I sent a copy to Kallee because per contract, if something is wrong within 3 days of pick up, they will cover the vet bill. She told me they wont pay because she wasn't diagnosed with anything but I told her the vet said it would come back negative because she was already on the dewormer. A few days later I took her to the vet for vaccine/checkup and that vet found a bad ear infection in both ears and said she's had it for awhile. That bill was $188.79. I am not asking for that since that visit was after the 3 days, but I am pointing out to prove our puppy was not 100% healthy and should not have been cleared by their vet. I let Kallee know and she said she would let management know and request they reach out to me. It has been over a week and still have not heard back.

  

  Business response

  07/11/2022

  We have received the invoice (attached) but there is not a vet report with details regarding why the puppy was brought to the vet and summarizing the treatments that were given and why.  Please provide a vet report that will support this complaint to review.   

  Customer response

  07/18/2022

   I am rejecting this response because: I did not say I had a problem with submitting her records. I sent them with my last response. Here they are again.
  
  
  

  

  Business response

  07/24/2022

  This complaint/ is under review and we will reach out to the customer by 7/28.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I Purchased my puppy on 05/29 and soon as we got home she started coughing. I knew something was wrong. I was sent home with a sick puppy and I have had ENOUGH. Iv'e been going back and forth with Lisette for 3 weeks about my Vet findings just to find out that your company does not support ********. Understandable, but my matter is not the vaccines. She had a cough that is still here.. We have tried multiple antibiotics. I'm confused as to why y'all sent me home with a puppy that has upper respiratory issues (Kennel Cough) . I also just read the agreement I just signed and it says that we need to visit a vet. You never told me that I shouldn't take them to ********. I also took her to ******** pet hospital. Not ********. This makes me really upset and I will be filing a complaint and speaking to my attorney about this. I never asked for this and honestlyI feel like I've been treated unfairly. This is the worst experience and service I have ever experienced and I have been so patient with your company. This is sickening that y'all treat your customers this way. I don't mind paying for her treatment but I should not be responsible for something that she contracted at your facility. I just want your company to honor what Lissette told me the day that we picked up mu puppy or at least given me a heads up.

  

  Business response

  07/03/2022

   In reviewing this complaint I do not see attached any vet records or billing that is being requested to be reimbursed.  Please provide the supporting documents for us to review in regards to this complaint.  

  Customer response

  07/05/2022

  I emailed my pet consultant all of the vet findings and vet bills. I will be more than willing to assist again. I understand all of this things but you can’t miss a cough, plus I asked Lisette due to there were no openings for new patients that I was taking her to ********. She said that was ok. I didn’t take her in due to vaccines. I took her in due to this major cough. They did blood work. You can’t misdiagnose that. Care is care. Lisette never went over with me these things either. Due to her condition her blood levels were off. He said her Body was fighting an infection and she wasn’t producing enough protein. Her gums we’re a pale white when we took her in and she was very lethargic. As of now she has done a total 180. We just can’t get that cough to go away. I read on line that this is normal and that they it usually goes away with time. Some longer then others but also it needs to be treated. I had to do blood work twice due to the first time her levels were extremely low and a follow uo a week later to see if the medication was working. 

  

  Business response

  07/14/2022

  Spoke to the customer and came to an agreement of a reimbursement amount of $200 for medical fees.  

  Customer response

  07/14/2022

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

• Initial Complaint

  06/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a puppy that weighed I bit over 2 lbs.. He’s had nothing but health issues since I got him.. He was dehydrated in a few days after getting him.. I have all my receipts for vets.. I have had him a month.. I had to take him so far twice he was dehydrated.. To get hydrated.. The vets are all saying he was released too early.. I’m looking for reimbursement on my vet bills.. I sent them all my information and still no response about reimbursement..

  

  Business response

  07/11/2022

  The customer took their puppy home on 5/18/22.  The first vet appt was on 5/23/22.  This is 5 days later.  Per our Health Agreement that the customer signed on 5/17/22, #25 states that the puppy must be examined by a licensed veterinarian within 3 days of leaving Happytail Puppies (signed agreement attached).  The customer also signed the Hypoglycemia Conditions Disclaimer, also attached.  Upon the 1st vet visit the puppy weighed 2.29 lbs and 8 days later on 5/31 the puppy weighed 2.7 lbs in which he was gaining weight vs. losing weight.  The puppy was examined by two licensed veterinarians on 5/9/22 and 5/10/22, both of which clearing the puppy for adoption and to go home.  Happytail Puppies will not provide reimbursement due to a Hypoglycemic episode that is clearly stated in our Health Guarantee that the customer agreed to, acknowledging that we are not liable for any medical costs pertaining to, relating to, or resulting from Hypoglycemia.  

  Customer response

  07/13/2022

   I am rejecting this response because:
  
  I was only able to get the appointment on the 25th.. That was the soonest appointment available.. Not one manager has contacted regarding anything.. Not only did they not have him microchip right they lied about him being a Cavapoo.. He was highly dehydrated when I received him.. They didn’t care enough to make matters right.. I’ve been unable to get ahold of no management since I took my Oliver home..

• Initial Complaint

  06/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In January of 2020, my husband and I purchased a 3 month old French bulldog from this company for $2999.95. In May of 2021, she had her first spell of temporary back leg paralysis. Another episode happened again in August of 2021. After the second episode, we began the journey of finding her diagnosis by visiting different vets and a couple specialist. In October 2021, we landed at a neurologist in Winston Salem that had to perform a $3000 MRI to find her diagnosis. At 2.5 years old our French bulldog was diagnosed with spinal diverticula (which in 1-3 years will completely paralyze her and make her incontenient) and spina bifeada, both congenital birth defects. In an effort to get the businesses attention of the idea of having to put down a young dog, I wrote left a rather frustrated review. The owner of the business, Lisa, reached out to me the same day asking me to take down my review so that she could have the chance to make things right about this. At that time, she informed me to send all medical records and imagining and their vet would review and she would work with me to resolve. Their health guarantee DOES cover certain congenital diseases and our dogs’ is one that is covered. At the end of January 2022, I emailed all medical records, imagining and invoices to Mia (our initial puppy consultant) and the email listed on the website. Every month until April, I sent follow up emails checking on this situation. In April, I decided to start calling. A few times, I was told Lisa was out. One time I was told my calls aren’t even being documented on my case. I was told 2 separate times that a woman named Carla would reach out since she was in that day. I’ve left several voicemails for Paula and Mia. I was once told that Lisa had been out and would return at the end of May and they would let her know to reach out to me. And now, I cannot even get a live person on the phone. Not a single person has reached out to me and they need to make this right like I was told.

  

  Business response

  07/18/2022

  This complaint is being reviewed and we will reach out to the customer within 24 hrs. to discuss resolution.

  Customer response

  07/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. If I do not hear from the business in 24 hours, what do I do?

• Initial Complaint

  06/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I lost my dog of 15 years 5 months ago. I had researched online for a close by business that bred puppies. I understood that I was getting a dog that was a mixed breed. What I don't understand is the prices. How when I arrived at the location to get my puppy their was no sign out front only a small one at the door. I found it odd when Angel came out and I asked if we could come in to see the puppies we were told no. So we waited outside not hearing a sound from any dog which was odd. We waited a few minutes and she brought out the puppy. I fell in love instantly. I was given a bag with food and a piece of paper that she read to me about vaccines and being microchipped and she placed it in the folder and handed it to us. I was given a small tube that I was told was for motion sickness. I was so excited about the dog that I didn't start to really investigate until I got home and he had a cough. I looked up the label on the tube it was for deworming. I don't understand why that couldn't be mentioned instead of for motion sickness. I then emailed her about it and was told the same thing. I reviewed over the vaccine sheet and I honestly don't know what vaccines were really given. No signature or name from the veterinarian. I took my puppy to the vet. He was not microchiped, he had to be treated for kennel cough. A rabies tag was not given as well or certificate. So I had to pay to have that done. I think the dogs are way overpriced, the company is very misleading in what they provide along with the purchase of your pet that gives you peace of mind. Way to many things once home with the puppy just didn't add up. I do believe they get over on people with their health guarantees, vitadawg supplements that the vet said do not work. I'm glad I didn't sign up for any of it. But I am very upset that what I was told came with the purchase of my dog did not and I had to pay to have it done to keep him healthy. At the price they charge it all should be done. I

  

  Business response

  06/17/2022

  Hi **********.  Can you please provide documentation for review?  The medical sheet that was sent home with you when you picked up Eddy and also the vet bill that you are asking for a billing adjustment for would be helpful.

  Customer response

  06/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have contacted by email to Angel and sent her the vet bill. I would like to be reimbursed for the bill. 

• Initial Complaint

  05/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A puppy was purchased from this establishment in September 2021. When purchased they had named the puppy Popa and it was changed to Bella 1995.00 plus and additional 99 fee was paid for the dog. In January of 2022 I noticed that she was favoring her left hind leg. She was taken to the vet and xrays were taken and it was noted that she had lameness. She went back in March to be spayed and the leg was not better so more Xrays were taken. It was determined that she had a genetic condition that did not present until January. The condition is Legg Calves Perthes Syndrome and requires bilateral FHO surgeries. Both leg/hip joints have to be corrected. I have contacted Carla S*** with Happy Tails on several occasions regarding this matter. In March all medical documents, xrays, and surgery quotes were sent. I followed up in April (took 3 emails to finally get a response) and she informed me that she was waiting of the owners who had been out of the office. No communication has been given since then. I did email today before submitting this complaint. When you purchase they state they will not refund or pay for surgeries unless you purchase their vitamins. Which truthfully is a joke. No vitamins would have prevented this. I would have considered a replacement puppy several months ago but the dog continued to decline in health so one of the FHO procedures has been done. At this point I would like one of the procedures to be reimbursed. That would still leave them with a 450 profit for the dog. When purchasing a puppy you expect it to be in good health and not have to pour in an additional 3200.00 prior to the dog turning a year old, They have copies of the xrays but if needed again I can provide

  

  Business response

  07/01/2022

  Hi Melissa,

  This customer, ***** **** has been refunded as of 7/1/22 per our agreement with the customer.

  Thanks

  Lisa B*****

  Director of Operations

  Happytail Puppies

  336-441-5546

  Ext. ***

*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. ↩