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:07/17/2024

  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.

  Purchased a dog from the Shake A Paw in **********. Dog has severe medical problems and none were diagnosed. Paperwork we were given does not reflect what they had in their system. When calling to speak with the office manager **** he was unhelpful and told us he would let us know if they have a copy of the dogs medical records. Also when requesting any previous vet visit notes or medications we were told they do not need to give us that information. When asking for higher up or owners name we were told it is none of your business. Every time we called for help or to explain our concerns or that the dog is sick we were not helped. After the first 30 days anything wrong with the dog we were told is not their problem.

  Business Response

  Date: 07/18/2024

  The customer has contacted the ********************** using profanities and being verbally abusive to multiple staff members on many occasions. Unfortunately, we will not subject our staff to such behavior and cannot allow the customer to contact the ********************** directly anymore due to such behavior. As for the details of the complaint, the customer contacted the ********************** demanding extra documentation we are not required and do not keep or provide. They also asked for another copy of the vaccination record that had already previously been given to the customer. Unfortunately, as we are not required to keep the records they were asking for; we do not have and are unable to provide what they desired. We explained this to them, but it was unsatisfactory. As for any medical issues with the puppy, the statements they made about "anything past 30 days" is nothing but a lie, as we have already explained the process of the *** state puppy law lemon law and what needs to be submitted to start that process. We also gave them where they can easily submit it to us (instead of mailing or faxing) but to this date nothing about any medical issues has been sent. We have already explained but would ask the customer to read and follow the instructions as per NY state law for any medical issues for the puppy we sold to them. Once the proper records and paperwork are submitted any refund the customer is due will be provided as described in the lemon law.Above and beyond that, there is nothing else the store can do for this customer due their hostile and abusive behavior.  

  Customer Answer

  Date: 07/19/2024

  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:

   I have reviewed their repsonse and they are incorrect and lying. I am SICK to my stomach how they can make up false information stating we used profanity and were verbally abusive. I have several witnesses to my conversations and not once did I curse or raise my voice. They are required to give me my dogs medical records as it states on the contract she was diagnosed with a medical condition by a licensed vet and they will not give me this information. They have lied on several occasions and its disgusting how they can still be in business and treat people and animals. This is NOT acceptable as a response and further action needs to be taken.
  

   

  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:05/14/2024

  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 from the ******** location on March 24th, 2024. The puppy was sold to me with the understanding that she was a purebred, as indicated on the New ********************* of *********** and **************** of ****** Industry form filled out at the time of sale. The form, specifically under section (d)(i), lists the breed as Cane Corso without any mention of her being a mixed breed, as would be required under section (d)(iii) if the breed were unknown or mixed.However, recent DNA testing has revealed that the puppy is actually a mix of several breeds, including only 35% Cane Corso, which directly contradicts the information provided upon sale. This discrepancy has caused significant distress and inconvenience, as the decision to purchase was based on the assurance of acquiring a purebred dog.

  Business Response

  Date: 05/16/2024

  As we stated in our sales contracts we stand behind the dog being a pure breed Cane Corso. As the customer can contact whatever company they did the *** test with, the companies will state that *** tests are not to be used to determine if a dog is purebred or not. This has been a longstanding issue with these tests and the manufacturer states that the results of their tests do not prove any of what the customer is stating. The ********************** indeed has all of the characteristics of the Cane Corso and certainly has not changed it's appearance in the month since the puppy was purchased.

• Initial Complaint

  Date:08/30/2023

  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.

  On 08/28/2023 we came into shake a paw to buy a puppy. we seen a 6 month old husky on sale for $1299.99 we decided if we were going to get a dog instead of taking a puppy we would take the 6 month old who's been there since April. We paid $1100.00 and picked her up 08/29/2023 when we took the dog home we realized a lot of un-normal behaviors from the dog. called on the 30th to see if we could bring the dog back and get a refund or even let them keep $150.00 and let us get the rest of our money back. the dog is scared of everything, tries to bite at my 3 year old and my new born. when you go to pet the dog its almost as if they abused her cause she's scared of hands. I would like a refund and for them to take back the dog.

  Business Response

  Date: 09/14/2023

  The customers purchased an older puppy due to the discounted price of the puppy. It was explained to the customers prior to leaving with the puppy about some of the situations that can arise with a puppy that has been in the store for many months, like the puppy they purchased. Being very scared and shy is one of the things we explained. The change in environment can be much more difficult for a dog that has been the store that long and can take a few days for the puppy to settle into the new home. The customers called us the day after purchasing the dog wanting to return it due to it being scared. We explained that it is a stressful time for the puppy and should settle in just fine with time. Never once did they say the dog tried to bite anyone in the home. although the puppies are "final sale" as per our contracts, we still offered the customers the ability to exchange the puppy for a younger puppy that has not been in the store as long. A younger puppy may not need any time as all to settle into a new home and may not be nearly as scared as an older pup. The customers never contacted us back about exchanging the puppy and I am sure with time the puppy has now settled in and became a great pet.  

  Customer Answer

  Date: 09/15/2023

  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:

  We never were told anything about the dog being scared or shy. This place is filled with thieves and liars. They have been on the news multiple times for selling sick dogs. Someone i  this store had to abuse or beat this dog. The managers were both rude and ignorant. Didn't care to help. I asked what to do if the dog went to bite my son. Manager said lock the dog in a different room for acouple days then let her out???? Are you kidding me you guys should be out of business. I need my money back for a dog that need to go into obedience school the dog still after 3 weeks wont let anyone near her. This is ridiculous. Shake a paw is the worst dog shop in NY

    

   

   

   

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

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

• Initial Complaint

  Date:02/21/2023

  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.

  We placed a $1000 deposit on a puppy on 2/18/2023. After taking my daughter to see the puppy on the 19th she had an allergic reaction. I called Shake a Paw on 2/21/2023 they said the deposit is non-refundable. I was told I can apply it to another dog. They're now going to sell the dog for asking price and hold onto the deposit. I was told the value depreciates because it's older. It was only 3 days after the deposit was placed.

  Business Response

  Date: 02/21/2023

  The customer was made aware that deposits are "NON REFUNDABLE" and signed a contract acknowledging such (see attached). When a puppy is placed on deposit, we no longer offer that puppy for sale. Which means when customers contact us asking if the specific puppy is available we tell them it is not. The puppy the customer put on hold was one of our more popular puppies, and we turned away at least 5-6 customers in the amount of time the customer had us hold the **********************. We cannot get those customers back and due to them having us hold the puppy have lost out on the ability to sell the puppy to one of them. Due to this we have NO IDEA what we will ultimately sell the puppy for. The customer says we will sell it for the same price and keep the deposit, but it is just as likely that the puppy will not sell and stay in the store causing us to have to discount the puppy far more than the amount of this deposit. Also, the customer stated to us they found out a child was allergic the night they left the deposit. What they are failing to acknowledge is that the customer was in the ********************** 2 more times after that, to see and spend time with the puppy, and never once made us aware of this issue. Instead, 3-4 days later they called to cancel the deposit and demand a refund. Even with our deposits clearly being NON REFUNDABLE, and the customer acknowledging this prior to leaving the deposit, the store STILL offered to allow the customer to come back in and look for a hypoallergenic puppy to use the deposit on. Many people with allergies come in for certain breeds that do not affect their allergies. We carry over 100 puppies in the store and the customer could have come in and looked at any of them to use the deposit on. This is well above and beyond what we are obligated to do but offered such a resolution in an attempt to accommodate the customer. We are saddened to see that still after going around the originally agreed upon terms, and offering a resolution that should accommodate the concerns the customer has brought up they have still chosen to post complaints about the store. This does make us reconsider offering anything in this case, as the store did nothing wrong in this situation. We held the puppy for the customer as agreed, and in the end pushed other clients away that called and came in for the puppy. Still, we tried to offer an amicable resolution to the customer, but it was not acceptable. 

• Initial Complaint

  Date:11/14/2022

  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 bought a pomsky from Shake A Paw in ******** on April 29, 2020 for $3,584.63. Soon after bringing it home, it was discovered that my dog is epileptic (this diagnosis and treatment has cost me thousands of dollars; Shake A Paw did provide a partial refund for the price of my dog). Now, its been discovered that my dog has a luxating patella, a predisposed genetic condition, according to research Ive done. Epilepsy and luxating patellas are two conditions Shake A Paw did not share that my dog's parents may, or do, have; my dog is being treated for this with medication and supplements, and will soon need surgery. All and any documentation can be provided by his vet. Therefore, Im seeking compensation.

  Business Response

  Date: 11/14/2022

  This is out of the warranty and guarantee period. The customer is due no refund whatsoever. 

• Initial Complaint

  Date:11/04/2022

  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.

  Purchased a Yorkie Party on 9/12/22 for ******** dollars. The dog has kennel cough and is on her 3rd round of antibiotics as well as going to vet daily for a Nebulizer treatment. The dog also has parasites that have not cleared up. She is in my possession sins 9/12/22 and has health issues that has not been cured.

  Business Response

  Date: 11/05/2022

  This is the first time we are hearing about any issues in regards to this sale. The customer is required under ************** law to provide us with all medical documentation as well as an itemized paid bill and we will refund whatever is owed under law. We cannot help someone if we were never notified about a problem. Please let the customer know to contact the ********************** and submit all information for us to review and mail a refund for whatever may be covered.

• Initial Complaint

  Date:09/29/2022

  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.

  Bought a sick dog from Shake A Paw, ******** **

  Business Response

  Date: 09/29/2022

  The customer was told that she needed to present a letter of unfitness for purchase and she did not. We have followed ************** law. The pup was seen by a licensed Veterinarian and was not deemed unfit. If the customer has any Veterinary bills that the store is responsible for under the law than they will be reimbursed. As of today, nothing has been presented to the store.

  Customer Answer

  Date: 10/12/2022

  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]

   The veterinarian that I was told to see by Shaker Paw was contracted by them. The first months Vet coverage was thru them. They would not give me any letter stating the dog was sick. I had to take the dog twice a day for 2 weeks to get nebulizer treatments. The dog was so sick couldn't eat and was always choking & having difficulty breathing. He was very lethargic and constantly spitting up mucus & foaming from the nose.  Don't tell him this is normal cause we know its not. 

  The store has been shut down by the DA's office before for selling sick dogs. 

   

   

   

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

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

  Business Response

  Date: 10/13/2022

  The information provided does not coincide with what the examining Veterinarian determined during their examinations. We are in no way shape or form "contracted" with that *************** nor do we have any say in the decisions that they make in regards to any puppy that we sell and any puppy that they examine. If the customer has any medical bills that *** be covered by ************** law please ask her to submit them to the store for review under the time designated by law. 

  Customer Answer

  Date: 10/13/2022

  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]

   Yes they are contracted with ************************ The 1st months vet care is paid by shake a paw to ***************** When I was there on the first visit there was a family there with a dog they purchased the day before mine & was there because the dog was sick. Of course the vet will not say anything negative to the store. They are contracted / paid by the store to see there animals for the 1st months care. 

   

   

   

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

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

• Initial Complaint

  Date:07/20/2022

  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.

  On June 26, 2022, I purchased a poodle puppy from Shake a paw Hicksville location. I went to sign the contract on June 26, 2022, and signed the contract at approximately 5:35 p.m. The total purchase price is $3000 plus tax. I was not provided with any paper regarding that the puppy is purebred poodle. I sought information regarding whether the puppy was purebred, I was pointed to the registration numbers of such puppy's parents on the contract. On June 27, 2022, I went online trying to check the registration of the puppy's parents, I was not able to find any registration number regarding the puppy's parents. I received a message from ******************** regarding the registration of my puppy, but I was told by them that they have no record that my puppy is a purebred poodle. On the same day June 27, 2022, I called the store back, and I was told that they gave me a registration paper that my puppy was registered with APRI as a purebred poodle. However, I never received such form. My husband was there as well, and we did not recall being told, being shown, or received this form. On June 29, the store emailed us that they initiated the process to request a new certificate regarding the breed of the puppy. On July 7 I called the store regarding the status of the certificate, I was told that they will have the information in a couple of weeks. On July 20, we called back the store, and they said they did not know when the document will come in, and there is no approximate time frame when they will receive the certificate. So far, we are not provided with any form or any registration copy of the puppy, any registration number, or anything that shows that the puppy was a purebred puppy. A few days ago, my family member came by and indicated that the puppy does not seem like a purebred poodle. We request that the store provide us the registration form that shows that the puppy is registered as a purebred poodle immediately.

  Business Response

  Date: 08/04/2022

  The customer signed for and received his ********************** registration papers at the time of purchase ON 6/26/22. It is a seperate section on the sales contract that states "DATE CUSTOMER RECEIVED REG PAPERS" and a spot directly below it that says PURCHASERS SIGNATURE, as well as the date. This was signed by the customer. When the customer called and said he didn't have the papers, he must have lost or misplaced them is our guess. He was told by our store manager that we would have to contact the breeder of the puppy and request a duplicate set. We told the customer that this may take several weeks and we would contact him once the arrive. The papers arrived on 7/28 and we have attempted to contact the customer to come in and pick up the papers and he has yet to come to pick them up and once again sign that he has received them. AS of today they are still sitting in our office waiting. 

• Initial Complaint

  Date:06/15/2022

  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.

  im very upset sold me a sick dog I have him 8 mths and has been sick since the day I got him. I asked the supervisor if he had sick puppies there like he use to he said no our pups are good. I said u only have 2 good reviews and he 2 is better then 1.

  Business Response

  Date: 06/15/2022

  We checked our database in both of our stores and nobody by that name has purchased a puppy from us. In addition, there is no information with the complaint to help us possibly try and her. Please provide us with documentation to show that the puppy was purchased from us and some medical information.