Complaints

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a 8.5 month old puppy from this breeder in November 2022. I paid to get her sent to **, only to have them not show up with the dog. I then needed to pay an additional fee to transport the dog. When I received the dog and took her to the vet, she had roundworms, giardia, and an umbilical hernia - none of which were disclosed to me. After attempting to reach out to her, she finally agreed to pay medical bills and the cost of the transport - however, she is no longer responsive to my emails and I have not seen any money that she agreed to provide. This dog has been so sick as a result of coming from her facility.

  Business response

  04/18/2023

  I have not received any emails or invoices from this customer.  I have included attached screenshots showing the last email received from ***** back in January. 

  I have also included screenshot of the actual email received from ***** back in January where she told me she was going to go to the vet and then get back to me. 

  ***** should email me invoices if she would like me to reimburse her for any medication or vet invoice.

   

  Julie 

  Customer response

  04/18/2023

   
  Complaint: 19947762
  
  I am rejecting this response because: I have attempted to contact this seller on several occasions since January. Please see attachments for emails sent in Feb 2023 and March 2023. Additionally, prior to January, I was texting her and she stated that she also did not receive those messages. How can I have sent ALL these messages without her "receiving" them. This whole ordeal has cost me so much time, energy, money and emotional distress. I just want a refund and I will not be sending my dog back to her- where there is giardia and roundworms on site. Based on other customer complaints on other sites, this seems to be a "common issue". When people have issues with their purchases, it seems that we have difficulty reaching her. 
  
  Sincerely,
  
  *********************

  Business response

  04/21/2023

  I always respond to my emails, usually within 24 hours. 

  If you tried to attach 13 attachments to one email, that would be the reason I did nt receive the email.   AOL has a limit on attachmnts on both incoming and outgoing mail.   

  Also if you ever do not get a response from me, you can be sure it is because I did not receive your email.    You can always check with me via telephone or text if you think I did not receive an email.  

  You can email me the attachments with only one to three attachments per email.   

  Giardia is extremely common from coast to coast in *****************.  It is just one of things that come with owning a dog.   I can refund you any giardia costs once I receive your vet invoices. 

  Thank you, 

  **********;

  Customer response

  04/24/2023

   
  Complaint: 19947762
  
  I am rejecting this response because: I have attempted to contact you several times in regards to ***** and reimbursement. All I receive are excuses. I am tired of this correspondence. 
  
  1. I originally contacted you: 11/20/2022 to inquire about trained puppies. 
  2. Completed purchase on 11/22/2022
  3. Completed purchase to transport ***** on 11/23/2022 with transportation planned for 11/26/2022
  4. Confirmed delivery with ******* Expert Transport on 11/25/2022 with flight information provided. 
  5. Received phone call from ******* not to go to airport as ***** was not delivered to airport for transport on. 
  6. Had to pay additional funds for transport for ***** since her original transport date was missed on 11/29/2022
  7. Contacted you on 11/29/2022 in regards to getting a refund for the additional fees I paid due to improper transport - no response
  8. Contacted you again on 12/3/2022 in regards to getting a refund for the additional fees I paid due to improper transport - response: wiling to pay for half of transport fees - not paid
  9. Had first vet appointment on 12/22/2022 - first available - was noted to have an unbiblical hernia, bacterial vaginitis, roundworm and giardia infections. She has not had a solid stool for over 1 month. 
  10. Attempted to contact you again on 12/24/2022 and 12/29/2022 with NO RESPONSE
  11. Contacted you via email on 1/25/2023 with the information above - you stated that you do not use your text messages for "business purposes". 
  12. On 1/25/2023, you mentioned that "It is very common for puppies to have worms/parasites, it isn't difficult to treat.". However, the challenge I see is sending a dog with an INFECTION, however easy (or challenging) it may be to treat.  It has been a nightmare to treat as ***** hadn't had a solid stool for over a month and a half and can recount a day that she had diarrhea 8x in one day. I have tried multiple things without resolution. It has been challenging to manage, so I guess I disagree with your statement. 
  13. On 1/26/2023, she still was experiencing diarrhea and illness from her infection - you stated that I could send the bills over. 
  14. Contacted you via email 2/12/2023 with *****'s medical records. Per Mittlewest, they haven't received this email. However, I was not sent a mail delivery notice for ANY of the emails I have sent her. 
  15. Contacted you via email again on 3/4/2023 with same information from Feb 2023 - still no response. 
  16. Reached out to BBB to rectify the situation. 
  
  I will be sending ALL the attachments 1-by-1 to your email to reduce any confusion regarding receiving my correspondence. However, we will still be communication via BBB platform as I don't trust this will end up coming to a proper conclusion. 
  
  I would like to receive a response in regards to repayment for her transportation fees - at this point, I would like all the funds back, not half. ** addition, I was sent an unwell dog - which is unacceptable, when you are charging $6000. I am requesting a refund for the cost of ***** since no disclosures were given regarding her health PRIOR to my purchase. This is an extreme issue and will require additional funds for me to rectify. ** addition, her pet insurance company is claiming "pre-exisiting condition" which will add to unforeseen expenses. I have had emotional breakdowns as a result of these issues. 
  
  Sincerely,
  *********************
  

  Customer response

  04/25/2023

  Yes, I have attached all her medical records from her vet which prove this. I will attach it again here but it has been submitted in previous correspondence. 
  
  Sheri 

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an 8 week old female GSD puppy from Mittelwest on October 30, 2021. She was from the *********** litter. When we brought her home, we noticed right away that our pup had a strange walk. The puppy also suffered from diarrhea (due to parasites from the breeder). The diarrhea persisted for the next three months, despite many trips to the vet, dietary changes and several rounds of medication. We told our vet our concerns about the strange gait during her first appointment. The vet examined her, and told us that she couldn't find anything wrong with her (besides the diarrhea). For our next few vet appointments, we had a different doctor. The dog still had diarrhea, and they were still treating her for that. At each appointment, we told the vet about her strange walk, which looked like a limp. We asked the vet to do an x-ray, and we were told that we should wait until we have her spayed, so they wouldn't have to have her under anesthesia twice. By our fourth vet appointment, the dog's limp became obvious. The vet saw that the limp was getting much worse, and decided to do the x-ray anyway. What the x-rays showed was shocking (see images). Our pup has a severe deformity in her front right humerus. The vet said that it appears to be a birth defect, not an injury. I contacted *************************** at Mittelwest, and explained everything that we had been through with our pup. I asked her to issue a refund of at least MOST of the $5,000 we paid for the dog. She told me that she would only exchange the pup for a new one. This dog is part of our family now, and I explained that to *****. We don't want to see anything happen to our pup, and we are willing to care for her for the rest of her life. But we definitely didn't get what we paid for. The second time I contacted ********************, she would not respond. All we are asking for is a partial refund, but she is not willing to compromise and work with us. I would never recommend this breeder to anyone.

  Business response

  04/16/2022

  I did respond to my client.  

  Client was first offered a free puppy. 

  I did also agree to the refund when the client wanted to keep the puppy that they purchased and also receive a refund.

  The refund has already been sent to the client, client has kept the puppy as well. 

  I am not sure why the client contacted the BBB when we were very responsive and easy to get along with.

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

*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. ↩