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Complaint Details
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Initial Complaint
07/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On July 11, 2024, I purchased a puppy from Pawrade, which was guaranteed to be healthy. However, within 48 hours of arrival, a wellness examination revealed the puppy was suffering from ear mites, an ear infection, an irregular heartbeat, a urinary tract infection (UTI), and worms. This condition does not meet the standards of a healthy dog as promised by Pawrade. I seek full reimbursement for medical expenses incurred, totaling $1,300. Pawrade has FAILED to resolve this issue and no longer responds to my emails/complaints.Business response
07/31/2024
We are sorry to hear the the pup may have some issues. We have been in communication with the customer and a Health Guarantee claim is currently being processed. Our Health Guarantee manager has requested an appropriate test be performed to confirm if there is in fact a heart condition. It is common for a growing pup to have a murmur or arrhythmia that comes on suddenly and then just goes away as they grow. This is standard protocol and outlined in the Health Guarantee. Once we have the required documentation we can finalize the claim and provide reimbursement. Implying that we are not responding is simply not true. All of our communication is recorded and documented, whether in writing or on calls. It is important to remember that as with any process like this there will be some time required to properly administrate the process.Initial Complaint
05/30/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On May 10, 2024, I paid $3,757.43 for the purchase of a puppy. When the time has come to receive the puppy, the company, “Pawrade,” which took payment under the name “Petpay,” stated that due to an issue with a veterinary report I will not be able to receive the puppy. They stated they would contact me at a later date, but as of this report they will not respond to me. I have spent hundreds of dollars on travel, at times approved for transfer by the organization, and due to the failure on the part of the business to provide the purchased puppy, I have lost approximately $600.00 on top of the $3,757.43 I paid initially.Business response
05/30/2024
It would seen that the customer made this complaint (5-28-2024) while we still were working diligently to resolve the issue for him. The customer has traveled to the breeder on time (5-30-2024) to pick up the pup. We have met all of our obligations and the matter is fully resolved. We do apologize for any inconvenience the customer may have experienced.Initial Complaint
04/10/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
****** ****** and I start inquiring about dog within December 2023 & January 2024. We financed dog, made first payment on 01/08/2024 and made last payment in full on 04/08/2024. We made all payments to ******** LLC, ********* Finance, & Pet Pay. The initial payment was $1,843.27 & $1,590 both on 1/8/24, $142.42 on 1/23/24, $142.42 on 2/6/24, $142.42 on 02/20/24, $1,700 on 02/28/2024, $142.42 on 03/05/2024, $142.42 on 03/19/2024, $142.42 on 04/02/2024, and $214.75 on 04/08/2024 through Citizens Bank which is my account. We made a payment in the amount of $2,000 through ***** Bank which is ****** ****** account. The amount paid is $8,400 with no balance as of 04/06/2024 but wasn’t out of my account until 04/08/2024. We picked up dog on 01/10/24, once we arrived home on same day, dog was pooping blood. We took dog to Greenfield Veterinary Hospital on 01/11/2024 for testing and fecal samples. Once results came back, vet advised dog has three different parasites which is Giardia, Cystoisospora, and a positive antigen test for flea tape worms. Based on test and information regarding Giardia, the dog was infected with these parasites before 01/10/2024. On Pawrade website it states to take dog to vet within 72 hours of picking up dog due to testing for parasites which is caused by travel, and they will consider reimbursement for medication. Based on the website, it’s false advertisements since the dog already was infected with the parasites prior to travel and the website states the dog may get a parasite from traveling from the breeder to our home. We paid $204.26 on 01/11/2024, $191.23 on 01/13/2024, $214.22 on 01/24/2024, $93.60 on 02/15/2024, 02/20/2024 for $93.60, $151.50, 02/28/2024 $106, and $74 on 03/28/2024 for vet fees and medicine. The business has not tried to resolve the issue. I would like a refund in the amount of $9,528.41 and would like to keep the dog. See attachments for invoices, statement from Veterinarian, and information of Giardia.Business response
04/10/2024
We are sorry to hear that your pup arrived with parasites that are very common. We do provide 30 days of free ******* coverage (most states) as well as a Petpay health guarantee. I will look into this with our health guarantee manager to see what is eligible for coverage. I see the HG manager has advised you to please make a claim with ******* and forward all your documents to [email protected]. We so have some protocols that have to be followed. Expecting a full refund for the pup is not fair or reasonable. That is not something we will be able to do but we will make sure that your Health guarantee claim is processed efficiently and fairly.Customer response
04/17/2024
Also, has a business you should want to do the right thing. I went into the situation not knowing I was going to get a dog with a parasite that is still present. It's very hard dealing with and this has been a lot. As a business why wouldn't you make sure the dog didn't have any parasites prior to travel especially knowing the breeder took the dog to the veterinary prior to us picking up the dog.Business response
04/17/2024
The customer received the following message (excerpt) on 1-10-2024 at 1126 AM in our message center and it is indicated as "read" by the customer:
--------------------------------------------
"The day is nearing for your new family member to arrive! We are so excited about this moment. As a reminder, to activate your Health Guarantee, you'll need to activate your ******* pet insurance, e-sign your puppy's Delivery Confirmation & Transfer of Ownership document, upload a picture of your new furry family member with you, and ensure you have had your new furbaby seen for the mandated puppy wellness veterinarian visit within 72 hours of receipt. Here are some helpful tips to get you started with everything.
•The day before your puppy's arrival date you'll be able to activate your 30-day pet insurance plan by calling 855-343-7345, during the hours of Monday-Friday, 8:00 am-9:00 pm EST, and Saturday-Sunday, 10:00 am-7:00 pm EST. Please do this before the little bundle arrives so you can be focused on enjoying the moment they hop into your arms. This will ensure they are immediately protected against accidents and illness coming into their new environment. All you'll need is the owner's name, the puppy's new name (if you are changing it), the gender of your pup, the date of birth of your pup, the breed of your puppy, and the size (small, medium, large). If you need any of this information, just ask. We'll be happy to help.
During your activation process, the ******* rep will go over the benefits of our provided 30-day policy as well as some extended policy options to help keep your puppy protected for years to come. We strongly encourage you to continue your pet's insurance policy beyond the 30-day time frame for any unexpected injury or ailments that may arise as a puppy's immune system is not yet fully developed. Our Health Guarantee is here to help you as well, however, won't cover accidents or injuries. The free 30-day pet insurance will be in effect IMMEDIATELY!"
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By your response and our records it would seem that you failed to activate the complimentary ******* coverage that also activates your Petpay Health Guarantee. Is that correct? On January 15, 2024 our Health Guarantee manager also directed you to file a claim with ******* under the insurance we provide and to then provide us the documents once the claim is completed so that we may be able to cover any additional costs. You never responded.
We stand behind our pups but there are protocols that have to be followed as with any claim in any industry. Though you have not met the requirements for coverage we have still evaluated your documents and will be issuing reimbursement for the covered medications as clearly outlined in your Reservation Agreement and the Petpay Health Guarantee.
Initial Complaint
03/22/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I purchased a puppy from them. They advertise that they do not use puppy mills but I'm sure they do. I even confirmed with them that they don't. They also offer a health guarantee but ask you to have a vet check within 72 hours of picking up puppy. They also tell you not to get your puppy vaccinations for 10 days to make sure you don't give them shots they already have. I took my puppy to the vet, like they asked. The vet said the puppy needed vaccinations. When I told her what Pawrade said about waiting, she said that was absurd, the puppy needed shots and she won't duplicate because i gave her the shot record, I received. My vet also told me that the puppy had a bad ear infection. Pawrade said that the breeder would get a vet check before I picked up the puppy. If they really did get a vet check, then how did she have an untreated ear infection. I believe this place is running a scam by telling you they give you a heath guarantee but put unrealistic terms for it. They also advertise that they do not use puppy mills, but my puppy came from a puppy mill.Business response
03/25/2024
We require our buyer to have the puppy receive a wellness check within 72 hours of delivery to protect them and the pup. Any issue found within 72 hours of delivery (worms, parasites, ear infections, etc) will be covered by their Petpay Health guarantee and/or the 30 days of complimentary ******* insurance that we provide. This is part of how we ensure our buyers receive a happy and healthy pup as promised. Travel and being taken away from their mother, littermates and the only home they have known is also very stressful for a puppy and that is another reason we want them checked by a Vet as soon as possible. Vaccinations frequently have adverse effects on pups that can last for days. Any competent Vet should know this. We do not want a pup that is already potentially stressed and weakened by travel and rehoming to have the additional stress of vaccines until they are fully recovered and acclimated to their new home. The health and safety of the pup is the most important thing to us and our policies are designed with a puppy first approach. It is also important to note that all of our policies and protocols are disclosed to our buyers before purchase. We are not sure why anyone, especially a Vet, would choose to put their new furry family member at risk for the sake of convenience.Below is a cut and paste of the message sent to Lisa on 3-13-2024 prior to delivery. This is a standard written communication that all buyers receive. She did not ask any questions or raise any objections. I can provide the entire communication thread if necessary.Lisa, Here are some important last-minute reminders before you receive your puppy. ***If for whatever reason you will not be available to sign for your puppy upon delivery or pickup, we will need the ID, name, and email address of the alternative person. This will allow us to prepare and email you an Authorization of Agent form giving them permission. There are no exceptions.
72-hour vet check, wellness check only. NO VACCINATIONS for 10 days after receiving your puppy.
************************ "]Extended Health Guarantee[/url] brandloyalty/ "]Pawrade Referral Program[/url]*****Also please see the attached Reservation Agreement/Contract that is signed and initialed by the buyer. For convenience refer to section 8, 4th paragraph as well as Section 12, letter Q.Business response
03/25/2024
The buyer would normally submit a claim to ******* first and then we would cover the difference, deductible or whatever the balance may be to ensure all the medication cost is covered. So she would get reimbursed for the $65 or so dollars.
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