Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/26/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into the store looking to purchase a purebred puppy. They did not have the original breeds I was searching for so she showed me what she called a purebred Samoyed and told me she was a registered purebred pup. Upon trying to register my pup I realized that she was not actually registered with a real registry. She was falsely registered with the academic kennel records which I cannot find evidence of anywhere. I paid for a purebred and I am not even sure what I got. I wanted to be able to understand the health of my pup from the moment of purchase and now I am left with unknowns.

  Business Response

  Date: 04/09/2024

  This client was absolutely sold a purebred puppy. All paperwork was provided for proof of purebred registry, as well as proof in their contract. I've attached all documents to show that this is a 100% purebred dog.

  This client has absolutely no basis for her false allegation. This is the second time I've responded to this complaint. 

• Initial Complaint

  Date:11/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 7-month-old female Bengal cat from this store on 10/28/23. On 10/30, my wife and I took the cat to a vet (************************). The vet examined the cat and said that it had cataracts in both eyes. This is a potentially serious and costly health condition that was not disclosed to us during the buying process. If surgery is required, it could cost $7,000-$10,000 or more. If this had been disclosed to us by the store, we would not have bought this cat. I have tried reaching out to the store via email on 11/2, 11/3, 11/8, and 11/10. I also called and left a voicemail on 11/10 and texted them on 11/10. To date, I have not received a response. I would like any documentation they have about the cataracts and also believe I am owed a refund, as we were not made aware of a potentially serious and costly health condition during the buying process.

  Business Response

  Date: 11/30/2023

  We have been in contact with this client, and have assured them that they will be covered under the terms of the *** Pet health warranty if and when any surgery is required.  

  Additionally, we asked that the client have their Veterinarian email us a formal "Unfit for purchase" letter which is required by law and we have yet to receive such documentation.   Once again, this document can be emailed to ******************************************************.

  We are also willing to have the kitten examined by a specialist at our cost in order to get a second opinion.  

   

• Initial Complaint

  Date:01/25/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a kitten from this business in December 24th, 2022. They had a contract which clearly states that if the kitten is found to be very severely ill within the first 30 days, they would reimburse the cost of veterinary care. My kitten was ill from the day I bought her home and within 3 days, ended up in the emergency. The veterinarian kept the kitten at the hospital for 2 days to treat with antibiotics and Ivy fluid because of an upper respiratory infection. I followed all the procedures to get reimbursed as per their agreement and after waiting days, finally received a check. The business issued a check from a closed account which bounced within days of me depositing it. I promptly bought it to their attention only to find out they mailed another check to wrong address! Ive been trying to get this resolved for days now and have emailed them ***************. They refuse to answer or pick up the phone. The reimbursement was for the amount of $1,075. I feel like this business is scam and this should be looked in to.

  Customer Answer

  Date: 01/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. The business has indeed reimbursed me as agreed. 
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/30/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a puppy on August 7 but vet did not any appointment available until August 29. The puppy was seen by my vet and my vet even send them the paperwork of the condition the dog was sold. The dog had a cyst inside the mouth that is going to need intense surgery and the business just said is not covered and is was due to trauma on my part because I had the dogs already for three weeks

  Business Response

  Date: 09/01/2022

  This client purchased a beautiful, healthy puppy from our company.  The puppy has been in their care for the past three weeks and we have heard nothing from them up until now.  
  The puppy was purchased on 8/7 and then suddenly on 8/29 (22 days after taking the puppy home) the client contacted me and explained that her Vet just found a salivary mucocele in the puppies mouth.  

  This is a condition that is caused by trauma to a salivary glandusually caused by puppies chewing roughly on toys or sharp objects.

  It is not an infectious, contagious nor genetic condition, but rather something that can simply happen at any time to a puppy due to rough chewing and puncturing a salivary gland. 
  

  Given these circumstances, this is not a condition covered under the terms of the *** pet health warranty. 
  

  The client is welcome to get a second opinion from the veterinary specialty practice that we refer and at no cost to her.

  Customer Answer

  Date: 09/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I explained to the business this dog had it as seen in the picture and since I'm not a doctor I did not know that was normal. The doctor was the one that informed us that this dog had this condition inside her mouth.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 09/06/2022

  As previously stated, there is no indication in any of the medical records that this was a pre-existing condition. It is also not an infectious, contagious, or congenital condition either. It is therefore not something that is covered under the terms of the ************** pet health warranty. Its also a condition that was not reported to us or reported by the clients Veterinarian until several weeks after the puppy had been in their care.   Nevertheless, we are happy to schedule an appointment with a specialty Veterinarian that we refer at no cost to the client. This way they can get a second opinion free of charge.

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my dog from Westchester puppies and kittens on 8/12/22. First this company scams you all you have to do is read the reviews. They did the same to me. We were told that the exact dog that we bought would be $3500 via texts back and fourth with this business. When we arrived and tried to purchase the same exact dog the price was $5,202.24 to be exact with taxes. this is a significant difference. We drove 3 hours to go pick up this dog that we were told $3500 from the beginning only to have to take more money out of our pockets when we got there. furthermore they are selling unfit dogs. 9 days into having my new dog she started to have issues breathing, with a rapid heart rate. we took her to an animal hospital where we had to pay even more money, over $577 to cover x-rays and other testing to find out that she has phenomena, infection, and aspiration. More Vet appointments are to follow for a follow up that we will also have to come out of pocket for those visits as well. The vet even gave us a certificate stating that the dog was unfit for sale which we filed with the state of NY ************************* For the amount of reviews that are written not only on here but on ****** and other platforms this company needs to be addressed asap and something need to be done for the people who are being robbed of being sold unfit dogs and kittens. I reached out to the owner and questioned the amount i paid with no response, i then reached out with calls and texts to the owner about the dog being ill with NO response. All of this was done under the 14 day window.

  Business Response

  Date: 08/29/2022

  This customer purchased a gorgeous, healthy purebred Yorkie puppy on 8.12.22. 
  
  
  As you can see by the contract that the customer signed, the price of the puppy is very clear. 
  
  
  We had many different Yorkies here in many different price ranges when ******************** purchased his puppy.
  He was given individual pricing on every single individual puppy, and he made an informed decision to chose the puppy he did at the price he was told.
  
  
  It is a complete and utter fabrication that there was some sort of a price change and that 
  ******************** was over charged.
  He is being very dishonest and the price was also very clear in writing on his SIGNED contract.
  So his accusations are unfounded and are blatant fabrications.
  
  
  As far as his medical bills, all ******************** would have to do is have his Veterinarian email us the unfit for purchase letter and itemized paid receipt. 
  Upon receipt of this documentation, he would have been reimbursed for medical expenses directly related to the *** diagnosis, as per the *** pet health warranty.
  But this NEVER happened.
  There was no medical documentation emailed to us whatsoever.
  
  
  We follow this health warranty for any client who has a medical expense, and he would have been no different. 
  But we cannot reimburse for a bill that we never received.
  
  
  As you can see from the documents that he submitted to the BBB but for some reason failed to submit to our company, the puppy was not treated for his ailment until 12 days after purchase.
  The puppy was sold healthy and came down with a minor ailment under *** ********* care 12 days later.  This often happens with young vulnerable puppies, and its the reason why a health warranty exists.
  
  
  So we would have covered expenses that fall under the *** warranty if he had simply sent us the documentation.
  
  
  Please have the client email the documents directly to our medical claims department at 
  **************************************************** for proper reimbursement.  
  
  
  Please also see the documents Ive attached as proof of sale price of the puppy.