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:09/12/2023

  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 August 21, 2023 I agreed to purchase a dog on this site from a breeder in *********, ** called ***** ****. We agreed to a cash deal for $2500 for the Maltese puppy, age 12 weeks. I also agreed to give ***'s and extra $100 to meet me in *************** the next day (8/22) for the exchange - cash for the dog. At the exchange ***** **** said they forgot the Certificate of Health which is required by ******* law. Statue ******. They said they would mail it but never did. I took dog to our vet and she has hookworm, coccidia and yeast infection in her ears. (Prescriptions to treat each of these infections are attached) Could not reach ***** ****. Myself and my vet feel dog never saw a vet. Good Dog website uses phrases like "Breeder Code of Ethics" and "high standards". I am enclosing two invoices from my vet. I blocked out their name as to not involve them in this dispute. On invoice from 8/25 I am seeking $172.36 for testing and prescriptions. On invoice from 9/8 I am seeking $66.00 for retesting. Prescriptions were successful. Infections are now gone. Total is $238.36.Regarding not having a Certificate of Health from a licensed vet I am contacting the ******* ********** of *********** since this is a First Degree Misdemeanor against the breeder - ***** ****.

  Business Response

  Date: 09/12/2023

  Hi *****,
  Thank you for reaching out. Were so sorry to hear about your difficult experience. Were glad a member of our Care team was able to connect with you already, and take next steps to work through this situation with you. 

  
  We understand that you did not complete any transactions to this breeder via Good Dog, and as our team shared with you, we are unable to offer assistance with refunding transactions that occur outside of our platform.

  
  As they shared with you, we take enforcement of our standards incredibly seriously and have a process in place where we conduct an independent investigation of concerns we receive in order to ensure that our standards are enforced consistently and fairly. We appreciate you sending over the necessary records and documentation. We can assure you that these documents are currently in review with our Compliance Team to look into as part of our commitment to ensuring our Community Standards and Policies are upheld.

  
  Again, we are so sorry to hear about the experience you had, and wish you nothing but the best. 
  Warmly,
  The Good Dog Team
  

  
  

  Customer Answer

  Date: 09/12/2023

  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:

  [Your Answer Here]

  I found this breeder (***** ****) and then purchased the dog from information I read on the Gooddog website. Gooddog uses phrases on their website like "High Standards for Breeders" and "Breeder Code of Ethics".

  ***** **** steered me toward a cash transaction to avoid hidden charges on the Gooddog website. So the phrases you use above only apply depending on how I pay? Does that sound right to you? ***** **** gave me a sick dog, but according to Gooddog since I paid cash then Code of Ethics does not apply? ***** **** illegally did not supply me with a Certificate of Health from a licensed vet from the **************** and thus violated statue ****** which is a First Degree Misdemeanor.

  Bottom line is whether you accept my reasoning or not, Gooddog has a bad apple on their website and they could care less as long as they make money off this breeder.
  

   

   

   

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

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

  Business Response

  Date: 09/26/2023

  Hi *****,

  
  As we previously shared with you, our On-Platform Payment Policy (***************************************************************************) requires that all deposits and dog payments for Good Dog buyers are completed securely on Good Dog. When Good Dog buyers connect with a Good Breeder, they agree to abide by our Policy prior to chatting with the breeder, which means all Good Dog buyers understand that all deposit and final puppy payments should be completed on Good Dog.

  
  We understand that you did not complete any transactions to this breeder via Good Dog, and as our team shared with you, we are unable to offer assistance with refunding transactions that occur outside of our platform.

  
  We take enforcement of our standards incredibly seriously and have a process in place where we conduct an independent investigation of concerns we receive in order to ensure that our standards are enforced consistently and fairly. We appreciate you sending over the necessary records and documentation. After reviewing all documentation provided, it was determined that the breeder is in compliance with our Community Standards at this time. 

  
  We hope this answers your remaining questions, and wish you nothing but the best. 

  
  - The Good Dog Team
  

  
  

  Customer Answer

  Date: 09/27/2023

  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:

  [***********, Yes I understand I did not use your website to purchase the pet. I did this because your "fees" are hidden until time of payment. I did not want to drive 275 miles to pick up the pet only to be surprised by your "fees" when I paid the balance. I understand your statement about payment from my bank to avoid the fees. Do you really think I would give a website my bank information? Not an option. My problem with Gooddog is you are very proud of how you select good breeders only, but Nyx Pack broke ******* law by not giving me the Certificate of Health. Statue ****** which is a first degree misdemeanor. The pet had parasites and yeast infection in ears. NO CERTIFICATE OF HEALTH. Good chance this pet never went to a vet. Tell me again about your "Breeder Code of Ethics"! Gooddog just prints words that sound good. I do not expect you to pay me, but if you really are an ethical company then you would remove ***** **** from your website or ask to see vet records for my pet. Of course they will not send you vet records because they have none. So this is OK with you? This will end our discussion. Obviously Gooddog will not be an option for me in the future.]

   

   

   

   

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

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

• Initial Complaint

  Date:08/31/2023

  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.

  Went on ****** looking for a dog for my son birthday. saw something telling me about Good Dog. Went on there and looked for a Dalmatian. Made my first payment on May 7th of ****** I made another payment on May 26th of ******. I had a few deaths in my family and a medical emergency so I wasnt able nor even thinking about a dog. I communicated with the breeder and she was aware of everything we came up with an agreement and she pretty much tried to force me to pay for it when she wanted me to and I was unable to do so. Then she tried to tell me I needed to her both dogs when I only wanted 1 paid for 1 I spoke to her of two but just because you speak or ask about two dogs doesnt mean I had to get two dogs. Because i refused to get both dogs she didnt want to proceed with the purchase at all told me she was selling the dog and wasnt giving me a refund I then reached out to Good Dog and was refunded ****** out of the ****** I paid. I was told from Good Dog to contact my bank to dispute the rest so thats exactly what I did. On July 1st after several attempts with Good Dog. Ive been trying to contact Good Dog with the information my bank provided to me that they need from Good Dog instead I get my calls screened, no answer, ******* from Good Dog keeps answering, fake transferring me to a manager, tells me her manager is out for the week, NOW my profile is deactivated and when I call them blocked they still screen the call and ******* told me this morning to contact my financial institution and hung up on me when I asked why was my account deactivated for no reason. So at this point with both my financial institution and myself not being able to communicate with this business professionally I am NOW proceeding with a complaint to this company and see if I can get some answers to the rest of the money I spent, correspondence to the various emails sent of what my bank needs and an answer to why my account is deactivated without telling me and for no reason

  Business Response

  Date: 09/05/2023

  Hi ********,

  
  Thank you for reaching out to us. Were so sorry to hear about your family emergencies - we hope youre doing ok. 

  
  We understand that you had a difficult experience completing your scheduled puppy pickups, but we're glad our team was able to work with you through this situation. As they clarified with you, in accordance with the breeder's contract, the payments you completed were non-refundable, although were happy to hear that the breeder did agree to partially refund you given your situation. 

  
  At Good Dog, each breeder sets their own individual policies with buyers, especially around whether a payment is refundable or non-refundable. We encourage puppy buyers to choose a breeder whose policies align with what they feel most comfortable with, because we do honor the policies that a breeder and buyer agree to. 

  As our team previously mentioned to you over the phone, for any questions about any disputes you have filed, you have to contact your financial institution. We hope that answers your remaining questions.

  
  -The Good Dog Team
  

  
  

• Initial Complaint

  Date:08/28/2023

  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 recently put in a request to be a breeder, I met all community standards and code of ethics that they go by and even beyond. I followed all of the steps, Keep in mind their questionnaire was very short and never heard back. I attached my pedigree and began to submit my embark testing. The first call I made I got someone to help me and they reset my questionnaire so I could redo the questionnaire, since my previous one was to old. My adults are treated extremely well and I have almost 5 star ****** rating. I sent several emails and called only to be ghosted. It wasn't until I used my work email I actually got a response to where I was at with the process. I was told I didn't meet their standards, When I asked for more specific, they just kept repeating that I didn't meet their standards. The company refuse to let me know the areas that I need to improve on to me considered a reputable breeder. I am very disappointed that they could not give me the professional curtesy as the being declines and what areas are needed for improvement. I don't feel like their questionnaire would have provided them any reason to decline me.

  Business Response

  Date: 08/28/2023

  Hi *****,

  
  Thank you for reaching out. Were glad that a member of our Screening Team was already able to connect with you and share more information about our Community Standards, Good Breeder Code of Ethics, and Policies, and how they may apply to an individual breeding program.

  -************************************************************

  -***********************************************************

  -***********************************************************************************************

  
  Every breeder in our community goes through our screening process and must meet or exceed our community standards, including our Breeder Code of Ethics and our minimum health testing requirements, before joining Good Dog. As our team shared with you, we are unfortunately not able to move your program forward in our screening process at this time. We will have a member of our Screening Team reach out to you again later this week to answer any remaining questions.

  
  We know that you, as a dog breeder, are working very hard and that you have a breeding program to be proud of. We wish you all the best with your program.

  
  -The Good Dog Team
  

  
  

• Initial Complaint

  Date:08/10/2023

  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.

  Summary: As long as breeders say "Non-refundable deposit" they can essentially steal your deposit with no consequences or protection for the buyer, without any guarantee you get what you paid for. On top of that, Good Dog charges a "Protection and Guarantee" fee that neither protects or guarantees the buyer of anything. I put down a deposit with a breeder on their site for a female golden retriever puppy in March of 2023. The refund was labeled as non-refundable but I thought that was fine since I knew I wanted a Golden Retriever and that breeder was reputable. That breeder ended up not having a puppy for me but said they would transfer me over to a future litter planned for the Fall. This was frustrating to be sold something that didn't exist but I would wait. Then in August 2023 I found out that the breeder still didn't know when they would have a litter for me as their dog wasn't pregnant. I understood things happen and I wasn't upset with the breeder but I was ready to move on to a different breeder since we were on pace to be a year behind when originally put in a deposit. The breeder said the refund was non-refundable, which, was frustrating because I've been nothing but understanding to them and I would have hoped that would be reciprocated due to the extenuating circumstances. So I contacted Good Dog to see what they could do, and they told me they cannot Guarantee or Protect my deposit, despite charging for it. I asked if there was an amount of time that could go on without me getting a puppy after my deposit and I was told no. So, essentially, a breeder can claim a deposit for a puppy that doesn't exist yet, never give a puppy to the person who pays the deposit, and keep their money as long as the breeder responses with a "we're still trying" when asked, all while Good Dog charges a "Protection and Guarantee fee"

  Business Response

  Date: 08/10/2023

  Dear *******,

  Were glad a member of our Care team was able to connect with you and learn more about the situation. Were sorry things haven't gone as you might have hoped with K&M Goldens.

  As they shared with you, the delays for a puppy were beyond the breeder's control. False pregnancies occur and conception cannot always be guaranteed/predicted. We understand that the breeder offered a male puppy from an available litter, but you have opted to wait for a female. 
  Further, we do note that on March 16 you confirmed with the breeder that you would go on ****s list for the end of the year and on May 27 you again shared with the breeder that you would wait until her next litter for a female pup, if necessary. We're pleased that K&********* has remained responsive throughout this process, and has confirmed with you that a fall litter is still in the works, but that she is waiting for **** to go into heat. 
  
  At Good Dog we encourage puppy buyers to choose a breeder whose policies align with what they feel most comfortable with, as we do honor the policies that a breeder and buyer agree to. Your email confirms you did understand the deposit was non-refundable when you agreed to it. 
  

  While your deposit is non-refundable, our team is absolutely committed to working with you and K&M Goldens to ensure you receive a puppy that meets your preferences as soon as one becomes available!

  Please reach out if there is anything we can help with in the future. 
  -The Good Dog Team
  

  
  

• Initial Complaint

  Date:08/03/2023

  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 , have been a professional breeder with experience for over a decade . Ive been on *********** for years . Placing puppies.One step away from becoming a preferred breeder . I ,received an email in regards to the size of my breeding program Dams/Sires and my account was placed on hold . Aftermath my Gooddog account closed due to ********************** stating :We do not recognize your breeding program as Im breeding for extremely small size The size of (1) of my puppies do not meet the size standards . I was also sent an email months prior about using the word teacup as it wasnt preferred . I did my research teacup was just slang for stating the dog is 4 -5 pounds or under I sent Gooddog information where I learned this information. I have no issues with never using teacup on Gooddog forever more .I , was never given notice that my account would be permanently disabled if I choose to use the word teacup or place dogs that are approximately 3 pounds or less . From the initial process of becoming a member on Gooddog .I havent changed any words or added smaller dogs in my program since . There is nothing in the official standard about size. AKC also states the "AVERAGE" size is 3 Pounds minimum . So does this mean GOODDOG is going through every single breed/breeder on their platform and remove anyone permanently who has a single breeding dog / puppy outside the "AVERAGE?"My dogs are AKC/FCI registered ,tested with embark DNA ************* Certified.THEIR STATEMENT:Good Dog is a place for all dogs whether that is a purebred, crossbred, mixed breed, a puppy or an adult, from a rescue or from a breeder. Our goal is to be a place for the public to learn about all types of ************ breeds and find the right dog for them.We hope that by providing education on things such as the difference between a purebred, crossbred, and mixed breed? Did ,I breech a material contract and is there an opportunity to cure ,respectfully ?

  Business Response

  Date: 08/03/2023

  *********,
  
  
  Thank you for reaching out. Were glad that a member of our team was able to connect with you and share more information about our Community Standards, Good Breeder Code of Ethics, and Policies, and how they may apply to an individual breeding program.

  -************************************************************

  -***********************************************************

  -***********************************************************************************************
  
  
  As they shared with you, once approved, all programs are subject to periodic audits to ensure that our Community Standards, Good Breeder Code of Ethics, and Policies are upheld and consistently and fairly enforced.
  
  
  We understand that not everyone will agree with our approach, but we know that you, as a dog breeder, are working very hard and that you have a breeding program to be proud of. 

  
  Thank you so much for your time. We continue to wish you all the best with your program. 
  
  
  Kind Regards,
  Good Dog Compliance Team
  

  
  

  Customer Answer

  Date: 08/21/2023

  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:

  [Your Answer Here]

   1. )Community standards 
  No one size fit all for what makes a breeding program . Every member must pass our screening process and meet or exceed our community must pass our exceed our community standards before joining . 
  
  Breeding practices 
  Physical Health 
  Mental Health 
  Environment 
  Buyers education 
  
  I have went through this process and havent changed any policies or process . I also havent added any new breeding dogs that were under 3 pounds . 
  I also havent sold any dogs until they reached 2 pounds or over which sometimes takes over 16/22 weeks . 
  
  
  
  2.)Good breeding Code of Ethics 
  
  Committed to responsible practices that prioritize the health and well being of all dogs .
  
  Commitment to bring transparency and accountability to their practices and Engage in honest communication with their customers and follow responsible breeding practices.
  
  
  Breeding & Care
  
  Placing dogs with New  owners 
  
  1.) keep for as long as it takes to make sure they are placed in suitable homes . 
  As I wait for all my puppies to reach 2 pounds or over to place them on ( available) my puppies are on reserved until then . 
  
  Also Gooddog had generated reserved on several dogs . Also when checking my account and wondering why I wasnt getting applications for available puppies .
  
   Ive noticed Gooddog had marked /titles stating 
  WENT HOME  adding a specific date that wasnt true . 
  
  The truth I still had  these puppies and they werent sold and didnt go to new home on gooddog or any other platform that I was registered with . 
  
  This is totally fraud and I was never noticed this information in the contracts or information given . 
  
  This happened with over several dogs including my Pomeranians and Chihuahuas. 
  
  Ive also never misrepresented any characteristics of any breed of dog and gave estimated sizes as using a professional growth charts using current ages and weights  of the puppies at every pivotal point from birth until sold . 
  
  I believe Gooddog does this to make the breeder seem like they have sold more than they actually have and with appearance of favored prices . 
  
  I give health guarantee, vet exams , paperwork , health insurance and give lifetime support to all customers. I also dont give breeding rights with my dogs to Ensure responsible breeding practices and protect and preserve my line and the breed standards. 
  
  
  All my females / Dams are 4 pounds and over and at least 2 years or older and my Sires/Studs are at least 3 pounds and over a year as well . I have never received a complaint on the health , size , temperament or had a dog die on any of my clients . 
  
  I screen all my clients to ensure they have the lifestyle and education for each of my puppies . Along with contracts that they can return any puppy or dog if for any reason they can no longer afford or care for them . Encouraging all clients to abide by Gooddog Dog Ownership code of ethics 
  
  Id like to have a chance to get all my information, pictures and all account information off Gooddog if Gooddog is not willing to reinstate my account 
  
  I also want to know why my account has been suspended when I have followed all rules and policies. 
  As I have seen as public record on BBB another breeder has had her account banned for having (2) alleged dogs in her breeding program . 
  Gooddog reinstated her account and I would like the same outcome . If not I would like a full legal statement why was I suspended and not an automatic response that does not address my claim . 
  
  I also would like to know why the other breeder account was reinstated . 
  
  I have not sold any dogs/ puppies  or have any dogs in my breeding program or puppies outside the breed standards . 
  
  Id like to have my account reinstated please because this is not fair and Im not sure if this is bias , prejudice , abuse of power or an automatic response.

   

   

   

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

  
  
  
  
   

  
  

  Business Response

  Date: 08/23/2023

  *************,
  
  
  Thank you for reaching out. We understand a member of our team was already able to connect with you and share more information about our Community Standards, Good Breeder Code of Ethics, and Policies, and how they may apply to an individual breeding program. Were also happy our team was able to connect with you in July to share details on how to collect your account information. 
  
  
  
  
  As our team shared with you, once approved, all programs are subject to periodic audits to ensure that our Community Standards, Good Breeder Code of Ethics, and Policies are upheld and consistently and fairly enforced among all members of our community. This periodic audit is conducted by our Compliance Team, and is not an automated process. 
  
  
  We understand that not everyone will agree with our approach, but we know that you, as a dog breeder, are working very hard and that you have a breeding program to be proud of. 
  
  
  We continue to wish you all the best with your program. 
  
  
  - Good Dog Compliance Team
  
  

• Initial Complaint

  Date:07/31/2023

  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 a dog through a breeder (***********************) on the Good Dog site, on July 27, 2023. I live in ** and I flew to ****** to pick up a male Cavalier *****************************. I met ****** at location to pick up the pup. When I got there there were two pups. ****** asked if I would take both pups because the boy would be lonely without the girl pup. I agreed. I returned home the same day and while at the airport in ******, I noticed that the boy pup was lethargic. I called/texted the seller. She told me that just got shots the day before and thats why hes not feeling well. On Friday July 28th, I tried contacting the seller via txt/calling again because the boy didnt appear to feeling better. Finally she replied back stating take him to the vet if youre concerned. I tried calling her July 29th to let her know that the boy dog died, but number was no longer in service.

  Business Response

  Date: 08/01/2023

  Hi *******,

  Thank you for reaching out. Were so sorry to hear about your difficult experience. Were glad a member of our Care team was able to connect with you already, and take next steps to work through this situation with you. 
  

  We understand that you did not complete any transactions to this breeder via Good Dog, and as our team shared with you, we are unable to offer assistance with refunding transactions that occur outside of our platform.
  
  As they also shared with you, we take enforcement of our standards incredibly seriously and have a process in place where we conduct an independent investigation of concerns we receive in order to ensure that our standards are enforced consistently and fairly. We appreciate you sending over the necessary records and documentation. We can assure you that these documents are currently in review with our Compliance Team to look into as part of our commitment to ensuring our Community Standards and Policies are upheld.
  

  Again, we are so sorry to hear about the experience you had with Butterfly Cavaliers. 
  

  Warmly,
  The Good Dog Team
  

  
  

  Customer Answer

  Date: 08/08/2023

  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:

  Good Dog is responsible for not vetting Butterfly Cavalier and allowing them to use their platform for selling sick unhealthy dogs.  Good Dogs Standards and Screening were not met by breeder.  Butterfly Cavalier knew the pups were sick and should not have been sold. Both Good Dog and Butterfly Cavalier are responsible.
  

   

   

   

   

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

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

  Customer Answer

  Date: 08/22/2023

  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:

  [Your Answer Here]

  Good Dog is only focusing on the money.  What Butterfly Cavalier did was criminal and Good Dog is responsible for who they allow on their platform.  Good Dog shows no remorse and offers no assistance in locating the breeder.  Again, Good Dog is responsible for who they allow on their platform.  If ******** Cavalier was vetted properly, they would have never been on any platform.  

   

   

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

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

  Business Response

  Date: 08/23/2023

  Hi *******,

  Thank you for reaching out. We understand that a member of our team was able to connect with you already, and take next steps to work through this situation with you. Butterfly Cavaliers is no longer a member of our Good ****************** We take enforcement of our standards incredibly seriously and have a process in place where we conduct an independent investigation of concerns we receive in order to ensure that our standards are enforced consistently and fairly. In regards to your specific situation, unfortunately you did not complete any payments through Good Dog to Butterfly Cavaliers, and as our team previously shared with you, we are unable to assist with any refunds for cash payments exchanged between you and a breeder off of our platform.
  

  Again, we are sorry about your experience and continue to wish you the best.

  -The Good Dog Team
  

  
  

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair 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 am a breeder of only Miniature Schnauzers. I have been on the platform with GoodDog for years as they contacted me and added me to their platform. Recently, they contacted me in regard to the size of my breeding dams and sirs. In turn, they have removed me from their platform stating the size of a two of my dogs do not meet the *** standards. I have attached the correspondence with GoodDog.I have since had time to do some research on the *** Standards and I do not understand how they have come to this conclusion. ALL MY BREEDING DOGS ARE *** REGISTERED,EMBARK cleared,CERF,Cardiovascular cleared and have annual exams with my certified vet. This is *** OFFICIAL STANDARD OF THE MINIATURE SCHNAUZER. *****************************************************************. There is nothing in the official standard about size. *** also states the "AVERAGE" size is between ***** lbs. So do this mean GOODDOG is to go through every singe breed and breeder on their platform and remove anyone who has a single breeding dog outside the "AVERAGE?" ******************************************************** Canin come to tour my program just 2 weeks ago and was loved it. I work very very hard at making the best choices before producing a litter to make sure they will be a excellent representation of the breed and serving the families for years after getting their puppy.THIS IS THEIR STATEMENT Good Dog is a place for all dogs whether that is a purebred, crossbred, mixed breed, a puppy or an adult, from a rescue or from a breeder. Our goal is to be a place for the public to learn about all types of dogs and all breeds and find the right dog for them. We hope that by providing education on things such as the difference between a purebred, crossbred, and mixed breed as well as standard coat colors in Miniature Schnauzers, we can help you make an informed decision about which dog is right for you. *****************************************************************************************************

  Business Response

  Date: 07/17/2023

  Hi ******,
  
  
  We hope you are doing well!
  
  
  As you know, our policies are guided by the best available scientific data, and as new data are published, our community standards, including policies are updated. With recent updates to our policies around Miniature Schnauzers and given your admirable dedication to your dogs and to your incredible breeding program, we are excited to welcome you as a member of the Good Dog family!
  
  
  Your account has been reactivated and your profile is now on the public breed landing page. You should have received an email from our team 3 days ago that has more information on how to sign back into your account. Please do not hesitate to reply to that email with additional questions, or email us at ************************************

   

  Welcome back to the community! ????
  
  
  Warmly,
  Good Dog Compliance Team

  Customer Answer

  Date: 07/19/2023

  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.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair 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.

  Went through *********** in order to buy my daughter a puppy for her birthday. The breeder had us pay $300 deposit, promising it was refundable if something had came up. The puppy was supposed to come in March-April, yet the female dog did not prduce enough in the litter, so the breeder pushed the puppy we were supposed to get until July, she said we could work somwthing out if we didn't want to wait that long. Something did in fact come up and caused me and my daughter to not be able to take care of a dog and keep it safe (doing the right thing). We let the breeder know we needed the deposit refunded and she decided to not inform us that her deposit was non-refundable in her "policy" and the company Good Dog is backing her instead of us, the customer. The breeder refused to give us a refund and said that the puppy we could get has now been pushed to November. The breeder company was CJ Westies through GoodDog, and we just simply wanted our $300 deposit back.

  Business Response

  Date: 04/27/2023

  Hi *******,
  Thank you for taking the time to share your experience with us. Were glad that our team was able to communicate with you over the past few days, as well as reach out to the breeder on your behalf.
  
  
  As the team shared with you, this breeder does have a deposit policy that is non-refundable, which is clearly labeled. Each breeder sets their own individual deposit policies with buyers, especially around whether a deposit is refundable or non-refundable. We encourage puppy buyers to choose a breeder whose policies align with what they feel most comfortable with, because we do honor the policies that a breeder and buyer agree to. Although this breeder does have a non-refundable deposit policy, we are very glad that she has already let you know she is willing to work with you to use your deposit for a future litter that will be available in November, or if she has a puppy that meets your preferences sooner. We recommend that you continue to communicate with ******* directly to arrange this.
  
  
  We hope this helps answer your questions related to the non-refundable deposit you completed. Please feel free to reach out to us if there is anything we can do to help or if you have any questions or concerns. You can reach out to ***************************** or call ************.
  
  

  Customer Answer

  Date: 04/28/2023

  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.
  
  Sincerely,
  
  *************************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/03/2023

  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.

  We purchased a puppy through Good Dog for $2,300.00. A deposit was sent on 2/10/23 in the amount of $300.00 and then the final payment was sent on 3/11/23 in the amount of $2,000.00. The day we picked up our puppy (3/12/23) we noticed a bump above her left eye. That Wednesday 3/15/23 she was taken to the vet and examined. The vet noticed the bump and told us if it got bigger or changed to let them know. The bump had grown in a short period of time and they performed a biopsy on 3/22. The vet called me back the next day and said that is was diagnosed as a Mast Cell Tumor which we were told was cancerous and we should make an appointment with an ophthalmologist for surgery and that it was time sensitive. An appointment was made and she underwent surgery on 3/30/23. Part of her eyelid had to be removed as a result of the surgery and to make sure the margins were clean. The surgeon stated that if left untreated it could also have an impact on the eye itself. I contacted Good Dog as soon as her biopsy came back that it was cancerous and they followed up and I was able to give them the details and sent the veterinary records to them. I also made the breeder aware as we were very concerned about the health of the puppy. Our vet also spoke with the breeder as well. The cost so far has totaled almost $3,000. We decided to use Good Dog because they offered a health guarantee and they were BBB accredited. The breeders health guarantee stated on the Good Dog site that we have 30 days to have the puppy evaluated and if there is something wrong they would issue a refund. When we picked our puppy up that day we were given papers which we saw after arriving home that the health guarantee had changed but this was not something we had signed or were aware of. We would like a full refund of the amount of our puppy as a resolution was not worked out with the breeder and we were under the impression that we were purchasing a healthy puppy.

  Business Response

  Date: 04/14/2023

  Hi ******,

   

  Thank you for taking the time to share your experience with us. Were glad that our team was able to communicate with you via phone and email over the past few weeks, as well as reach out to the breeder on your behalf and encourage them to work with you towards a resolution.
  
  
  As the team shared with you, we take all concerns seriously and have a thorough process in place to investigate each one. 
  
  
  During our investigation, we spoke with the breeder and requested they present documentation relating to the case, along with the information you provided. Our team reviewed all information provided, including the breeders vet records for the pup and the contract exchanged between you and the breeder. After reviewing all information provided, it was determined the breeder was in compliance with their contract, which included the information pertaining to your specific pups health guarantee. Each breeder sets their own health guarantee, so we encourage puppy buyers to choose a breeder whose guarantee aligns with what they feel most comfortable with.

  
  
  Thank you again for sharing your concerns with us. We appreciate the care and dedication you have shown towards ******, and wish you both nothing but the best.

   

  Warmly,

  The Good Dog Team
  
  

  Customer Answer

  Date: 04/20/2023

  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:

  Referring back to the screen shot sent of the advertised health guarantee on the breeders Good Dog site, it was not until after our deposit and payment made in full was completed that the breeder changed the posted health guarantee on the Good Dog site. We had no knowledge of this different health guarantee from the breeder until after the puppy was brought home from the breeder and had a chance to look at the documents finding this "new" health guarantee. This was never discussed with us or made known to us prior to purchasing the puppy. I do not understand how this can be binding without the consumer having any knowledge of it.

  Thank you,

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

   

   

   

   

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

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

  Business Response

  Date: 04/26/2023

  Hi ******,
  
  
  Thank you for reaching out. As our team previously shared with you, the contract with the health guarantee that applies to your specific puppy was provided to you by the breeder, prior to you accepting your dog and bringing them home.  
  
  
  We hope this answers your remaining questions, and wish you nothing but the best.
  
  

• Initial Complaint

  Date:03/08/2023

  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.

  As soon as our issue was brought to the attention of the breeder promoted on the Good Dog platform, they went silent. I've had numerous exchanges with Good Dog via email and phone regarding the issue. We are very disappointed in their handling of the current situation involving the sale of puppy with a congenital illness on their platform. Good Dog does not live up to their slogan of commitment to the health and well-being of dogs and peace of mind for the buyer. Instead, I continue to get the standard response that their compliance team will / are investigating, hence, the compliant filing.We purchased a dog for $3,500 from Mommy's Pommys on Good Dog. Upon flying out of state for puppy pick up, we received the puppy's Vetco vaccination and exam documents. When visiting our local vet they were astounded that the vet documents provided by the breeder did not show a heart murmur. The puppy was ranked 6/6 and there is no way a vet could've missed the heart condition. When notifying the breeder they requested a second opinion. We go to a second vet and they echo the 6/6 heart murmur stating birth defect that should've been disclosed to us. Health records attached. When sharing reports with the breeder and requesting a mutually agreeable solution to the issue, that is when Mommy's Pommys went silent. When going to the Georgia ****************************** and Vetco to file a compliant for poor practice on the examining ******* ***** brought to our attention that the heart murmur was shared with Mommy's Pommys and documented in the medical records, however, the heart condition and those said documents were never disclosed to us prior to the sale. Vetco reports we were given attached. The breeder was not transparent just to make the sale because if the heart murmur was disclosed the puppy would not sell for $3,500. We should be immediately refunded by Good Dog or the breeder and breeder removed from the Good Dog platform so this does not happen to a another customer.

  Business Response

  Date: 03/16/2023

  Dear *******,

  
  Thank you for taking the time to share this feedback with us. Were so sorry to hear about this experience, but glad our team has been able to work with you over the past few weeks to investigate this issue further and take next steps towards a resolution.

  
  We hope this clears up any remaining questions you have, but please feel free to call/text us at ************, or email us at ***************************** if there is anything else we can do!

  
  Warmly,
  -The Good Dog Team