ComplaintsforHappytail Puppies, LLC

• Initial Complaint

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a puppy from this breeder 3/30/2022 in the amount of $1,094.95. A health exam certificate was included dated 2/21/2022. Within 4 hours of brining the puppy home, the puppy had extreme bloody diarrhea. I contacted the breeder the following morning and left a voice message regarding this issue and informed them that I would be taking the puppy to an emergency vet visit. I took the puppy for an emergency vet visit that morning, 3/31, 2022, where he was first tested for parvo (deadly) followed by other testing which revealed hook/ring worms and coccidia. He was treated, prescribed medication and the bill was $216.99. I reached out to the breeder immediately that afternoon, and requested a refund in the amount of $216.99. Several emails and multiple voice mails have been left with this breeder to resolve this situation and I have only spoken with a person twice (Paula). The first time my message was returned was when I informed them that I was going to report them to the BBB (4/15/2022). Paula returned my phone call immediately and assured me that I would be issued a full refund. (I was previously offered a partial refund which I refused.) No further word from this breeder until I contacted them again May 4, 2022 and was able to speak again with Paula. Paula assured me that Carla would return my call that same day and resolve this issue. I have not received any form of communication since this date, regardless of the multiple attempts I have made to reach them and speak with them. Two additional voice mails and emails were sent today May 10, 2022. In order to resolve this situation, I want my emergency vet bill paid in full in the amount of $216.99. (A copy of this bill was emailed to them March 31, 2022.)

  Customer response

  05/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. The business provided a refund in the amount of $216.99 for the emergency vet visit. I have no further issues.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased 2 dogs from HTP in 03/22. They arrived without their last de-wormer & had diarrhea & coughs. We were told by HTP that they forgot to put the de-wormers in their bags. We went to the vet the day they were delivered & they were diagnosed with giardia & kennel cough. One coughed & barked excessively; the vet said it was likely because her stomach was in pain. We were in contact via text with the HTP delivery driver the day before the puppies were delivered. He drives alone for a few days, including overnight; he delivered the dogs at 5:40am. We asked how the dogs could relieve themselves & he said he’d stop “somewhere & let them run around.” We knew they should not be in a public place since they were not fully vaccinated. We questioned this but he did not reply. We shared a screenshot of the text with HTP, but there was no comment. We sent HTP the medical records. One of the 2 dogs developed anemia as a result of the parasites. She has had numerous CBC’s, is on prescription food & at one point was on 3 medications multiple times a day; she still is on 2. We also were told by our vet not to give the dogs the vitamins that HTP promotes, as they could be contributing to their stomach issues & can later cause crystals & stones. We are requesting reimbursement with no fees. One of our 2 dogs went to training before coming home; she has been more ill. She should not have gone. We paid medical bundle fees for each dog which should be refunded as well, as they were not in the condition to travel / be delivered. We are requesting the following reimbursement: - Training (1 Dog): $1166.10 - Vitamins: $99.98 - Medical Bundle Fees: $199.90 - Illness-Related Medical Bills: $887.42 (Dog 1) + $158 (Dog 2) = $1,045.42 - TOTAL: $2,511.40. As the bills continued & we sent them in, we were told management would contact us. We have left numerous messages, spoke with staff who said they would call and sent multiple emails with documentation. No one has contacted us.

  

  Business response

  06/09/2022

  Complaint - ******** - ***** ****** - I have been speaking with ***** and her documents are under review.  Will resolve by the end of the week 6/12.

  Customer response

  06/13/2022

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

  Hello Melissa,

  I just spoke with Lisa at Happy Tail Puppies and it was a pleasant and understanding conversation.  She agreed to refund the dog's medical bills and additional expenses.  No questions asked.  She offered her apologies.  Just wanted you to know.  We are satisfied and grateful for the response.   

  Thank You,
  ***** ******

• Initial Complaint

  04/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Monday April 17th - I called happy tail puppies and spoke with Tracy. I advised her I was interested in a small puppy named Westly who was $995. I was required to put down a $200 deposit before I could see him or reserve him. From the looks on the website he was no more than a new born puppy. So I paid the deposit and filled out the required paperwork. Tracy then advised me that she would send pictures and videos of Westly and if he was not what we wanted, I could always pick another puppy. I made a pick up appt for Saturday April 23rd. Through out the week I called and received no answer, nor did I receive any pictures from Tracy. On April 23rd I called again and Tracy picked up, I advised her I would be there at my scheduled time 1pm. Myself, my husband and two children drove 2 hours to Happytail puppies to pick westly up. When we arrived, everyone had a representative bring a gift bag, paperwork, and their pet outside. My family and I were approached on 3 different occasions asking who our rep was. As others arrived, we were waiting. We waited over 40 mins and were told Westly was getting a bath. Finally, Tracy comes outside holding a very large, mangey, damp, trembling dog. He wasn't even the same color or size as he was in the picture. She put him down and I advised her he was definitely not what we expected. The dog, then proceeded to attack and bite other dogs that were on the porch. Tracy says, well I'll come back and you can decide and walks back inside. Westly is biting and still attacking other dogs while my family and I stear at him. After 15 mins Tracy comes back and says what's wrong with him? Why don't you like him? I explained my previous expectation per the picture on the website. I asked could we just simply chose another dog. Tracy then tells me we have to leave and come back another day for another dog. When we leave, she proceeds to text several $3,000 puppies. This is false advertisement. Our children left crying.

  

  Business response

  06/09/2022

  Complaint ID - ******** - ****** ******** has been resolved.  I left a vm on 5/30/22 at 7:19 PM and no response.  I issued a refund of $200 on 6/8/22 back to her credit card used to place the deposit.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased an F1B Cavapoo (named Puddles) from HappyTails on February 4, 2022 for $2,995.00. Our purchase invoice number is ******. Throughout the process of purchasing the puppy the description was an F1B Cavapoo being a mix of only Miniature Poodle and a Cavalier King Charles Spaniel. We contacted a confirmed along with a picture of his parents the mother was Cavapoo and his father was a Poodle per email. However, after noticing some discrepancy in his physical features, size, and characteristics we had a DNA test completed from Wisdom Health. Per the website and paperwork Puddles is supposed to be an F1B Cavapoo. The results show that he is a mix of 3 other breeds. We reached out via email to HappyTails regarding our concerns without any reply or follow up. We feel that this is false advertising and fraud since this is not what we agreed to purchase.

  

  Business response

  06/09/2022

  Complaint ID - ******** - ***** ******* has been resolved and issued a full refund on her puppy.  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased our puppy from Happytails on 11/15/2021. We actually negotiated a change in the P&S to make sure that we had time to get our puppy to the vet upon arrival within their contractual dates. They organized the delivery of the puppy. Upon arrival, I was concerned as the puppy smelled of diarrhea, and was having trouble with poop/mucus and straining. Upon her vet appointment, we were notified she did have parasites (Giardia). on 11/25 I notified Happytails and let them know I would expect payment for her treatment. On 11/29 they acknowledged this and said they would let ownership (and the delivery people) know. On 11/20 Carla S*** from Happy tails was assigned to me and acknowledged that I would be refunded, I needed to sign a general release. We agreed we should wait until it was cleared. 12/27 she was now testing positive for 2 parasites (Giardia & Coccidia). Notified them. 12/31 they acknowledged, again said to wait to sign release "in case any other meds prescribed." 2/6 notified STILL positive- disease resistant. 2/10 They now start to say that they need to "review" and mention needing approval. They requested more detail. 2/11 Vet sent letter describing not only treatment, but that medical records from prior ownership show it was a pre-existing condition (improperly treated prior to delivery). Vet shows unmarked meds she arrived with. 2/16 Carla requested vet letter again. This was my last communication from them. 2/16 vet sent again, and I have have followed up asking if they need anything else on 2/19, 2/22 and 2/25. I Have included ownership and have not heard from any party. I still have a sick puppy. My family and I have had to treat our dog we already have, and live with hardships of making sure this does not spread to her. There are very difficult protocols we have followed (I sent to them) and high costs. They acknowledged they would pay for all treatments, then have backtracked. I can provide all in writing.

  

  Business response

  03/21/2022

  In reviewing the following documentation, the vet invoices reflect balances.  It has always been our practice to reimburse the customer once payment is received to the service provider if agreed.   Has the customer paid these vet bills as of today or are these open balances?

  Customer response

  03/21/2022

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

  These invoices have been paid in full.    

  We will have an additional cost of further testing this week after the last round of extended treatment.  

  

  Business response

  04/22/2022

  We have settled this dispute with the customer.

  Customer response

  04/22/2022

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

• Initial Complaint

  01/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a puppy from HappyTail puppies in Oak Ridge NC in September 2021. The puppy was seriously ill and had kennel cough and giardia. I had numerous doctor's appointments and relayed the information to HappyTail puppies and was not offered reimbursement for any of my vet bills. I have a co-worker who just purchased a puppy from them January 2021 and his puppy is sick with kennel cough and may have spread the illness to their other dog. I would like reimbursement for my vet bills relating the kennel cough and giardia for the purchased puppy and the meds for my other dog for giardia treament and would appreciate some sort of inspection from an outside vet to see if there is kennel cough spreading at this facility. Not only is it dangerous for these puppies, but it is dangerous for other pets that are in the households that these puppies are brought to.

  

  Business response

  02/25/2022

  In reviewing the information provided by the customer.  The puppy went home on 9/25/21.  The first initial vet visit on 9/28/21 indicated that the puppy was not coughing when examined by the DVM.  The customer took the puppy back to the vet on 10/4/21 and had radiographs done.  We would like a copy of these images prior to making a decision.  

• Initial Complaint

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 30, 2021 I purchased a mini golden doodle from Happytail Puppies for $2194.90. $99.95 was returned to me because a fee was mistakenly charged twice. When I picked up the puppy he came outside and immediately went diarrhea. I mentioned this to the worker, Kallee. She then went back inside to talk to the vet on duty and brought me out a 5 day supply of an antibiotic and said to give it to him once a day for 5 days along with a dewormer for 5 days. I took him home and did just that. Kallee emailed me on 10/31 and I informed her he was still having the same issues. She told me to finish the medicine and use the same food as what they were giving him. I also reached out to them via email on 10/31, 11/2, 11/8, 11/30, 12/15 and 1/5. I reached out to Kallee via text on 11/14, 11/27, 11/28, 11/30, 12/1, 12/7, 12/14 and 1/5. I also called multiple times leaving voice messages on 11/9, 11/27 and 1/4. In the email exchanges over the last two days, I was informed that I would not be reimbursed for the vet bill incurred as a result of this issue which was present from the day I brought him home from Happytail Puppies. I have sent them the vet summary as well as the bill/invoice from the visit but they refuse because it was too long after the purchase date. Based on the pictures, observations and current status of his bowel problems, the vet's professional opinion is that the issue was present from the time I brought him home. I continued to constantly communicate with Happytail Puppies since I brought him home including describing the issues, sending pictures of diarrhea, bloody stool, drops of blood, etc. I am asking for you to assist in having Happytail Puppies refund me for the cost of the vet visit as they refused when I requested it.

  

  Business response

  02/10/2022

  In reviewing this complaint, the puppy went home on 10/30/21.  I have a vet bill for 11/27/21.  Is this the first vet visit that the puppy received?  I may be missing the initial vet visit since the customer has stated the puppy was sick with diarrhea at the time she came to pick up on 10/30/21.  I have attached the Health Guarantee that the customer agreed to on page (3) number (26) that the "Buyer must have the puppy examined by a licensed Veterinarian within 3 days of receipt".  Can a copy of the initial vet examine that the puppy received be sent for review or is this the 1st one that is (28) days later from when the puppy went home?

• Initial Complaint

  12/01/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Unfortunately, this is my second complaint against Happy Tails Puppies. My first complaint of overcharge was finally resolved. This complaint is regarding the medical condition of the puppy we purchased. When we first got the puppy (11/6/21) he had a runny nose and sneezing with cough. We were told to take him to our vet within 3 days and they would reimburse for medication. We took him to our vet on 11/8/21 and my vet put him on an antibiotic and we assumed this would clear up his symptoms. On 11/16/21, we took him back to our vet as his symtoms and especially his cough were no better. She prescribed 2 more medications. On, 11/22/21, we took him back to the vet and they did an xray ($95) and said the xray showed an enlarged heart and that he needed to see a specialist. The preliminary fees for this specialist and tests are going to run approx $780.00, before any treatment could be started which could involve medications and/or surgery. I contacted Kallee on 11/22/21 when I got home from the vet and discussed what was going on and sent her copies of vet bills and pre-estimate of the specialist fee. She assured me someone from management would contact me. I have left messages for Kallee and both customer service reps with no response. This puppy had these symptoms when they sold him to me and if their vet had truly done a health evaluation on him they should have taken an xray there and never should have sold him as being a healthy puppy. I should not have to file a complaint with the BBB just to get a response from them and they should have made sure this puppy was healthy before selling him given the amount charged and the requirement of purchasing their puppy health bundle. I would like resolution in this matter!

  

  Business response

  01/13/2022

  The customer and Happytails have come to an agreement.  We have refunded medical bills agreed upon with both parties.  The funds have been initiated and will be credited to the customers credit card within 5-7 business days.

  Customer response

  01/13/2022

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

• Initial Complaint

  11/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was interested in seeing a puppy to consider purchasing from Happy Tails and was told I had to make a deposit of $200 online before even being able to look at a puppy. I did this online and before it would allow the transaction to be completed I was also required to purchase a puppy medical heath package for $99. In total, I paid $299.00 before even being able to view a puppy. I went to the business and picked out our puppy Bowlie which was listed on their site for $1,195.00. They asked for payment and took my debit card inside (we were not alliwed inside) and came back and said they would email my receipt. We discussed the puppy was sneezing and they told me to him to my vet and they would reimburse me. After checking my bank account, they overcharged me. The original $299.00 deposit/health package was charged and then the second transaction charged was $1385.00. So in the second transaction they did not deduct the $299.00 I had already paid. I left a message with Lissette and also sent text messages to Kallie. No response. I would like a refund of $299.00 for overpayment and $26.00 for meds prescribed by vet (this receipt and med note was submitted to Kallie)

  

  Business response

  11/19/2021

  We have refunded the customer $290.60 for the over charge on 11/15/2021.  We also issued a reimbursement of $26.00 on 11/17/2021 for medication.  

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Chihuahua puppy ($1,500.00) from Happy Tails Puppies and have requested registration paperwork for the puppy showing the puppy is pure bred but after many unanswered emails and phone calls I received one call from a lady who claimed she worked with the owners of the company and she would contact the breeder. I never heard anything back and my latest email was never answered. This company has been very unreliable as well as untruthful to deal with. In my last email I requested to at least be reimbursed $1,200.00 of the $1,500.00 purchase price. I thought I was buying a purebred Chihuahua and I could of purchased a mixed breed for $300.00 from any local person or a animal shelter near me.

  

  Business response

  11/14/2021

  We have been in touch with the customer.  Our registration department has requested papers for the customers puppy.  This process will take approximatley 2-3 weeks to get papers in and mailed to the customer.  

*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. ↩