ComplaintsforPuppy Country, LLC

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Puppy Country LLC to find a puppy that was from a licensed breeder not a puppy mill and they confirmed that they only do business with licensed usda breeders. So I put a deposit down for a Corgi puppy. We got a call that she was ready on March 6th 2024. I went, they said she had a little upper respiratory issue but that she was fine and just to get her to their vet as soon as I could. I asked what food she was being fed and the response was “we feed all of our puppies hills science and I can get you a bag if you’d like.” I thought sure, and I said yes. So I paid the remaining balance and took her to the initial vet visit on Friday March 8th at 10:15. I mentioned the upper respiratory issue and they said she was fine and had no issues. She had been sniffling and had some discharge since we got her though. So like all puppies do she ate every last bite of her food and we got into the weekend and the sniffling turn into a completely clogged nasal passage and the discharge became snot and sneezing constantly all over my house and she would not play, wouldn’t hardly even move! We took her to our vet which is a highly reputable vet and voted one of the best in Cincinnati. They proceeded to take x-rays and found that she was completely full of stool and gas. They said from their decades of experience that this comes from an immediate change in diet which the girl(***** I believe is her name) said they didn’t know what the puppies are fed at the breeders homes but the owner conveniently called them and it just so happened to be the exact same food…hmm. Also when we initially got our dog she was terrified of us and hid the first day and a half that we had her before warming up to us, so I’m assuming between the long transport from one state away or the potential of being abused by the breeder she was scared to death. But after over a week and a half and $760+ in vet bills our dog is finally getting healthy and has a great home.

  Business response

  03/20/2024

  Hello my name is Ashley C******** I am the owner of Puppy Country LLC a accredited business through the BBB. I am responding to the complaint made by ***** ******** on 3/18/2024. ***** purchased a Pembroke Welsh C**** from my company on 3/6/2024, this puppy was vet checked prior to her arrival on 3/01/2024 and cleared her vet check with no illnesses. I did attach a copy of the vet certificate in the documents. All purchasing customers go home with our Health Warranty (attached file included), this warranty states that the owner must take his/or her puppy to TLC Pet Care Centers within the first 7 days from purchase. ***** took the puppy to TLC on 3/8/2024 with a clean bill of health (attached file included). He did decline the fecal smear and any other service the vet could provide to rule out anything they may not have been able to determine from a physical exam. ***** then called on 3/13/2024, in which we hadn't heard anything from him since 3/6/2024, stating that he had taken the puppy to his vet (which we do not cover under our warranty, the file is attached below) his vet came to the determination that the puppy was full of stool and gas. ***** had asked if there was anything we could do to resolve this situation, we had offered ***** a second opinion with another one of our 3 Veterinarian's so we could cover the cost of any medications or procedures that would need to take place to relieve the stool and gas issue. This is above what our warranty covers, He refused any type of offer to alleviate the situation. 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to puppy country llc on august 6th, we ended up getting a mini golden doodle she was only 2 months old at the time. As soon as I got her in my arms I noticed her nose running and asked the girl working about it & she said it was probably where she just had a bath before we got there. We asked the girl working if she was hypoallergenic before I even signed the papers & she told us yes & she doesn’t shed! So fast forward too us in the car on the way home. She was napping in my lap & as soon as she woke up & looked at me she had green stuff coming out her nose horribly. I messaged puppy country to let her know & she told me it was probably the start of upper respiratory infection & asked how far away we lived & I told her 3 hours. She told me to take her to MY vet so I did on august 10th ( the fastest I could get her in my vet) we get the vet & she was diagnosed with pneumonia & coughing really bad. About a week later my kid & husband started feeling really bad I gave them allergy medicine to help but as where they are we’re around her 24/7 it didn’t seem to help. I had my nurse friend check them out twice. I told her we had just got a golden doodle & only bought her because the lady at puppy country told us she was hypoallergenic & clearly she isn’t. We haven’t even had her for a month yet. I messaged Ashley at puppy country on Monday August 29th 2022 & let her know that I had to surrender the puppy back too her as she was not hypoallergenic and that my kids & husband were sick. She then left me on read multiple times. I had to message her three times asking her to message me back as I was not jeopardizing my kids & husbands health. She finally texted me back stating that we could surrender the dog back to her. I then asked her if the payments would stop or if I would still have too pay for her & she replied I would have to still pay for her. I told her I wouldn’t be paying for a dog that was sold to me sick when she said she was healthy from the beginning!

  Business response

  08/31/2022

  ***** came into the store to purchase the puppy on August 6th. She purchased a first generation Mini Goldendoodle which is half toy poodle and half Golden Retriever. All of the parents information is on the paperwork that she took home with the puppy. So she is aware that the puppy is half golden retriever and half poodle. ***** made me aware that the puppy had a runny nose two hours into their drive home. I paid for the medication cost through her vet that was given to treat the puppy’s cold. (Picture above of the reimbursement). ***** messaged me on August 29th stating that her husband is just now having a allergic reaction to the puppy almost a month of having her. I have our complete conversation that I can also send showing that nowhere did she mention her husband or her child being allergic to dogs. She has signed two papers stating she understands that Puppy Country does not offer any refunds or returns on any of our puppies. She is saying that I have said these things but she has no proof of anything, I provided all of the paperwork for her so she was aware of the generation of her breeding that she is prior to taking her home. I can provide the entire conversation start to finish of our entire conversation, I can also provide all of the paperwork I sent her home with.

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