Affordable Pups, LLC

Customer was originally given flight information from Delta for 8/delivery date the puppy was flying by herself with all provided and noted supplies Delta determined it was too hot the day of shipment and no puppies could fly via our contract with delta airlines that day or for the next days due to a weather embargo We then found a flight for the puppies with united who we do not have a contract rate We had one available space from columbus to phili so we had the puppies fly together as the customers wanted their puppies United does not allow for us to send supplies with the crate as we do not have a cargo account with them In an effort to get both customers in Philadelphia their puppies we flew them together and paid over twice our delta rate In no way shape or form did we do this to make extra money as we paid over twice the cost with united than we pay with delta The customer was made aware of the fact that this was the only way to get her puppy to her that day prior to putting the puppy on the flight We did this to get the customers there dogs Its amazing that day I worked almost extra hours on that day trying to get all the customers their dogs delivered and instead of a thanks we get this In terms of the extra items that we were unable to ship on the crate because the puppy flew on united we submitted to WAGS for a refund to the customers financing contract and assumed this was completed Unfortunately the customer financed the dog so refunds are not near as easy If need be we can mail a check for the items not received I have reviewed text conversation and refund for those items were promised and they were submitted to wags on 8-

[redacted] this customer jumped to conclusions and the dog did not end up having a liver shunt as we paid to have him take it to our vet and have tests run All tests came back negative and the customer was to reach out to you and remove the complaint as he jumped to conclusions without having the puppy tested This complaint needs to be removed are you able to email the customer? He said he let his emotions get the best of himI have also forwarded his email he sent to me

owner of business Called customer first thing in am day after complaint to address concerns and will notify Revdex.com when concerns are fully resolved Spent hours monday morning trying to understand with staff how this fell through the cracks as we have multiple systems in place to quickly address minor issues We are very sorry for the way this customer was handled and this is not how we do business Again we apologize to the customer for not addressing this the first time she called as that is how we conduct business and how this was handled was completely unacceptable

I reviewed the response made by the business in reference to complaint ID 11698573, and find the resolution is satisfactory to me Regards, [redacted]

I did get this matter resolved with Affordable PupsThey refunded my $Thank you for your help

The situation has been reviewed thoroughly reviewed and discussed with our head vet as well as other team members to ensure it was handled in a professional manner. Our guarantee is clear that cryptorchid (non descended testicles) is not covered by the guarantee. The removal of the
testicles is a simple process when the puppy is neutered and typically there is no up charge for the service. We are clear that our puppies our sold as family pets and assume they will be neutered by the new responsible owner. Reasonable vet fees for a neuter and cryptorchid removal run between $300-$350. The client spent $to have both the neuter and retained testicles removed. Even though the client declined our warranty at the time of purchase in an effort to assist in the matter we still offered to reimburse him for not only the cryptorchid (testicle removal) but also to pay for the entire neuter. A refund of $was offered to the client on April 6th 2017. In regards to the ultra sound that the consumer had preformed the puppy was found to have absolutely no issues. We did advise through speaking to our medical staff to obtain another opinion rather than spending money on a cardiologist. A second opinion was offered to the consumer at no charge as well as to have the procedure done at no cost but the customer declined because he did not want to drive. Again the puppies heart was and the use of a cardiologist was the decision of the consumer.Here is a direct link to our health guarantee in which the client checked a box stating he understood the guarantee in its entirety and then checked two other boxes declining it at the time of checkout (please read below the bold "WE DO NOT COVER") - https://affordablepup.com/warranty. Please also understand that puppies testicles can take up to months to descend and this is the reason we do not cover cryptorchid (non descended testicles) on the puppies.Once again even though terms our clear regarding non descended testicles we did offer the client full reimbursement on the correction of the issue.We stand behind our puppies 100% even beyond the policies we offer

The puppy is the exact dog in the picture. We tell every customer photos are done professionally and if they would like a unedited photo we are more than happy to do a video or photo on our I phone. The client does not think she received the wrong dog she believes our lighting and
editing was too bright. Also computers and phones can offer brighter lighting which could disrupt the true color of the puppy. We have attached the photo of the puppy.In terms of the puppy being happy and playful that is normal. He was in no way aggressive here and I am sure he is just being playful with the other puppy.We did in fact offer to re list and sell the puppy for the client to help her out as we want every puppy to have the perfect loving home. It is not humane to put this little puppy right back on a plane after he just traveled across the country. We are not certain why this complaint was filed as we tried to help the client and even offered to go above and beyond our policies in listing the puppy back for sale. Our terms of sale are clear all sales are final(attached is the
terms from the checkout screen that the client agreed to stating this)

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

Customer was contacted immediately upon receipt of the complaint via the phone. Since speaking with her at the time of the complaint I have requested now separate times to receive documentation regarding the health of the puppy with so that we can address any issue and provide any refund
that is due. The customer described that the puppy scratches her ears and the vet sent her home with ointment but could not determine anything was noticeably wrong. The customer was refunded for the only receipt we received from the customer which was over months ago we have received no other information regarding any vet reimbursement request. In my conversation I had with the client the day she submitted this complaint she stated she would provide me paperwork from the vet which I am still yet to receive. I have sent emails requesting this documentation over the last week so that I can issue a refund for any of these costs. I have also asked what items she was charged for that she did not receive at the time she picked up the dog so that I may issue a credit. In terms of the cost of the puppy the customer purchased the dog at the price we had it for sale, we did not have any other yorkie at that time close to the price she is suggesting for a female so we are not certain if she is comparing it to another breed or what she is referring toThe puppy price was agreed to when she purchased the dog; please understand when you purchase a puppy there are a lot of variables that go into the pricing and prices can change weeklyIt is not like a tv where you can go back to the store and request to be reimbursed to a lower price because that same tv went on sale. Every puppy is different has different qualities and variables that are associated with its priceIn addressing your statements regarding the breeder he is reputable breeder and has no infractions or sanctions from the humane society. Apparently a breeder with the same last name but different first name was on a humane society list and the customer has determined they are the same person. The customers dog is not from the breeder on the humane society list and they have absolutely no relation to each other. The customers explanation for her statement she made in her complaint was they could be brothers or relatives. She explained this to me on the phone when we had our conversation the day she made her complaint. The customers breeder has never had any violations or sanctions and has no relation to the breeder listed on Humane Society list. We vet every breeder and know exactly every breeder we work with and would never associate ourselves with any breeder that has had violations or sanctions let alone a breeder that was publicly scrutinized by the humane society onlineThe customer received her AKC paperswith her puppy that provides all the breeders information. AKC personally inspects all its breeders and has its own set of breeding standards that has been well respected across the country for over yearsAKC does not register inbred puppies as they keep generation pedigree on every puppy and would not allow the puppy to be registered if there was inbreeding. All this information was provided in the phone call I had with the customer the day of the complaint. AKC would not allow a breeder to register puppies with there organization that had any kind of sanctions or violations with Humane society, USDA or state department of agriculturePer my conversation with the customer I sent her a DNA profile test that she received on 11/27/2017. We ordered this additional DNA test to have a second reference outside of AKC to ensure the customer received a purebred YorkieWe are more than happy to resolve any vet bills outside of care in regards to the health of the puppy as well as items you were charged for that you did not receive please provide those as soon as possible so that they can be immediately resolved. You can simply respond to any of my requests with supporting documents and we will gladly issue a refund the same day as we did on your vet bill you provided on 8/10/for $37.00. For $office visit and $amoxi ear drop

owner of business Called customer first thing in am day after complaint to address concerns and will notify Revdex.com when concerns are fully resolved.  Spent 2 hours monday morning trying to understand with staff how this fell through the cracks as we have multiple systems in place to quickly...

address minor issues.  We are very sorry for the way this customer was handled and this is not how we do business.  Again we apologize to the customer for not addressing this the first time she called as that is how we conduct business and how this was handled was completely unacceptable.

[redacted] this customer jumped to conclusions and the dog did not end up having a liver shunt as we paid to have him take it to our vet and have tests run.  All tests came back negative and the customer was to reach out to you and remove the complaint as he jumped to conclusions without having the...

puppy tested.  This complaint needs to be removed are you able to email the customer?  He said he let his emotions get the best of him. I have also forwarded his email he sent to me

I did get this matter resolved with Affordable Pups. They refunded my $400. Thank you for your help.

I acknowledged that they offered to repost the puppy, but failed to answer my calls, voicemails, and email. They have still yet to do so. To me it is extremely troubling that once coming to a conclusion with a business they begin to reject you. I made that quite clear in my claim. The claim is to get there attention. Don't agree to go above and beyond, then fail to do so. Would it have been so hard to email me that the puppy would be posted on...? But a customer who was very impressed with the fact that she was going to be helped, would have to go to extreme measures to get a response. I urge this business to do as they said they were going to do. Responded to my email, voicemail, calls. Make this right!

I am rejecting this response because:1.I was told that Puppy was 100% healthy when I purchased him. But Puppy had pre-existing health issue, that needed surgery help.2.I was not planing to neuter him at all. Neuter was unexpected expense! 3. We had to use cardiologist because Doctor wasnt sure if puppy will be able to survive after anesthesia. But breeded basically suggested to take our chance and not listen to the doctor, what kid of ignorant suggestion is that?4.Yes we were offered to drive 2.5 hours one way to see his doctor, its 5 hour round trip, and who knows how many times it would of take? who would reimburse me for all that time? plus we already new that they would "cut corners" and would not do what Doctor suggested.  When  business sells product with PRE-EXISTING issue, they should cover all necessary expenses in order to fix that issue. Otherwise AG office should get involve. 
Regards,
[redacted]

Customer was originally given flight information from Delta for 8/7 delivery date the puppy was flying by herself with all provided and noted supplies.  Delta determined it was too hot the day of shipment and no puppies could fly via our contract with delta airlines that day or for the next 7...

days due to a weather embargo.  We then found a flight for the puppies with united who we do not have a contract rate.  We had one available space from columbus to phili so we had the puppies fly together as the customers wanted their puppies.  United does not allow for us to send supplies with the crate as we do not have a cargo account with them.  In an effort to get both customers in Philadelphia their puppies we flew them together and paid over twice our normal delta rate.  In no way shape or form did we do this to make extra money as we paid over twice the cost with united than we pay with delta.  The customer was made aware of the fact that this was the only way to get her puppy to her that day prior to putting the puppy on the flight.  We did this to get the customers there dogs.  Its amazing that day I worked almost 8 extra hours on that day trying to get all the customers their dogs delivered and instead of a thanks we get this.  In terms of the extra items that we were unable to ship on the crate because the puppy flew on united we submitted to WAGS for a refund to the customers financing contract and assumed this was completed.  Unfortunately the customer financed the dog so refunds are not near as easy.  If need be we can mail a check for the items not received.  I have reviewed text conversation and refund for those items were promised and they were submitted to wags on 8-12.

I have attached a picture of our checkout screen where the customer checked a box stating they understood the deposit was non refundable prior to completing the checkout.  The terms are very...

clear that all deposits are non refundable and the only way to make the deposit is by checking the box stating that you have read those terms.  We did speak with you and offered to credit your deposit towards another puppy when when you were ready to bring another puppy into your home.  This is above and beyond what our terms offer as it is clear the deposit is non refundable.We are sorry your dog ran into health trouble at 6 years of age.  This can happen with any living thing, we see it happen with humans all the time.  We do want all people purchasing a dog to know that no matter what lengths of protocol we use there is still a small percentage of living things that will have issues.  The percentages are extremely small but it does happen.  At the time the customer purchased the puppy we offered a 1 year health guarantee and we always stand behind that guarantee.  Starting 1/1/16 we now offer a 10 year health guarantee.

We understand your frustration with the current situation.  Upon reviewing the phone conversation with our staff they were simply stating that the specific ad for your puppy offered an approximate adult size.  These approximate sizes are based on an average of both of the parents...

weights.  We are direct in saying that it is only an approximate.  We do offer weight guaranteed puppies where directly in the ad a specific adult weight is guaranteed; unfortunately this puppy did not have a weight guarantee. That is what Affordable Pups employees were stating on the phone once they looked up your order as well as the puppies listing from when it was sold.In our disclaimer on the site we clearly describe the use of the word teacup in regards to how our site uses it.  I have provided a link to this information belowhttp://affordablepup.com/disclaimerWeight Guarantee & Use of the term "TEACUP" Affordable
Pups uses the term "TEACUP" to refer to smaller breed puppies.  If you
are looking for a dog that will stay a specific size please purchase one
of our puppies that offers a specific weight guarantee.  The term
"TEACUP" does not mean that you will receive a dog that stays under a
specific weight at full grown size.This information is also provided on the FAQ link from the home page.Even though we pointed out these items over the phone prior to the complaint we will still consider the consumers request and have requested records from last vet visit stating the puppies current weight to review the situation.  The consumer filed this complaint without even providing us with documentation of the puppies current weight.also attached is the puppies listing from affordable pups where no where in the text does it state the puppy has a weight guarantee.The listing only provides approximate adult size.

I reviewed the response made by the business in reference to complaint ID 11698573, and find the resolution is satisfactory to me.
Regards,  [redacted]

Hello, I filed a complaint against Affordablepup.com. After filing the complaint, I was contacted by the company promising to do as they said they would. As of now, I would like to close the complaint.