Cornerstone Farms

Initial Business Response / [redacted] (1000, 7, 2015/11/20) */ This is a duplicate complaint from this customerThe first one was filed in the name [redacted] her boyfriendAs we stated before, this puppy was healthy when it flew home to her, per our vet and her own admissionShe has now tried to damage our reputation as legitimate, professional breeders and attack our family's professionalismShe is making claims that we did not contact the vet and they said they never heard from usWe did indeed attempt to confirm the Parvo diagnosis on multiple occasions without successThe vet's office we did speak to confirmed they did not do a Parvo test at their facilityIn reference to the claim made above "She also believes that he never had Parvo, though I have sent her several documents proving that he was tested and positively diagnosed." I wish to make it clear that only just recently we received a copy of a receipt showing a Parvo test being done even though we had requested the proof on several occasions via email, text and phone conversationsThis document was provided to us via the state Attorney General's office where Ms [redacted] has also filed a claim against usThe documents she had previously provided to us failed to prove a Parvo test was ever administered When Ms [redacted] initially informed us that her puppy had Parvo, we were sympathetic and offered a replacement puppy per our health guarantee, as the impression she gave was that his condition was not hopefulMs [redacted] is trying to imply we wanted the puppy to die and had no compassion which is not the casePer the terms of our guarantee, we will offer a replacement puppy, which we did immediatelyIf they were offended by this then we apologize but I am not sure what alternative response they expectedWe acted according to our policy She was given a full refund of the purchase price of the puppy to help offset the vet bills she incurred, despite the fact she agreed to the terms of sale of the puppy which includes that we are not responsible for any vet billsI have attached copies of her purchase agreement where she clearly marked the boxes agreeing to our terms, as well as the sales contract that she received with the puppyI have also attached the health certificate showing he was seen and declared healthy by our vet the day prior to his flying home It is unfortunate that this puppy became ill after arriving home to her, but we are not responsible for her vet bills and feel we have already been accommodating in refunding her the purchase price, even though our contract also says we will not refund any money for any reason I would like to point out the contradiction in her statements about the puppy's conditionFirst, she says the puppy's symptoms had progressed so far that it was obvious he contracted the virus from our home, then says she was able to save him because she caught his illness early enough that the symptoms had not progressedEither way, we are not questioning the puppy needed and required vet care a few days after they received him As professional breeders, we did take her claim about the Parvo seriously and had our vet perform multiple Parvo tests on our puppies over the next several weeks to be sure there were none that had ParvoThere was never one that came back positive and we can provide documentation from our vet if neededAs a business, we incurred the extensive costs to ensure the health and well being of our animalsThe siblings to Remy were also placed with families and are now- as they have always been- very healthy Ms [redacted] also references other things she has read online about our family and business and I would like to make it quite clear that although they have no bearing on our situation, it seems they have quite influenced this woman's opinion and attitude towards usOur family has been under attack by animal rights activists who have posted multiple things online in an effort to damage our reputation and business in general, as have many, many other dog business owners since and Prop BFor the most part, the things posted online are not from actual customers of ours, and even reference multiple breeds of dogs we have never ownedSadly, our only recourse is to constantly battle the attacks and continue to do all we can to provide happy, healthy puppies to families

They purchased a puppy that is a year and a half oldWe use a product called ear mite cleaner, that does not work until a couple days after being usedThey told us they got the dog treatedI told her I was sorry the dog had any kind of ear problems, and I offered her another puppyI told her she could sell the puppy I was offering her to cover any costs she was having with the puppy they purchasedThey wanted us to sell the puppy for them, but I told her I was sorry, and that is our policyI told them we would sell the puppy and give them the proceeds once the puppy soldThe puppy is four in a half months old nowWe still have the puppy, and we are still looking for a home for the puppyAs soon as she finds a home we will send them the proceeds I can not say that she will go for the full $850, but we will send the amount she sells for once we find her a homeWe offered to send them the puppy and to pay for the travel which we normally do no doThis is not a genetic issue that would be covered under our guarantee, and we are not technically responsibleWe would just like to resolve the issue

This customer first contacted me about purchasing a Cavapoo puppy and put a deposit down on it We held the puppy for her while it was getting old enough to go home, before the puppy was ready they contacted us and said that their son had a recurring cancer come back and they were not going to be able to take the puppyOur deposits are nonrefundable, it states that on our webisite and also on the Purchase Agreement that everyone fills out to purchase a puppyThis customer filled one out and checked that she understood thatWhen she contacted me and told me about the cancer I went to my family and we decided if finances was the problem, we would give them the puppy waiving the $balance still due on the puppyThey were told if they would like to take the puppy to let us know, but the deposit would still be nonrefundableThey said they wanted the puppy, so we moved forwardThen when not getting a reply about picking up the puppy, I said I have to know what she is doing or I would have to place the puppy with another family.Then she contacted me and said she was not taking the puppy, but she was giving to one of her other childrenMy family was ok losing $to help a young man with cancer, we were not willing to give $to someone elseThat is when the whole argument startedNow it has gone on for months and monthsWe have male Cavapoo puppiesThree are weeks and one is months oldThey are welcome in the spirit of ending this mess to have one of thoseI will even still waive the balance on the puppy just to end thisThis family took a loving gesture by my children toward a young man with cancer and turned it into a nightmareThe puppy is available now and they can contact us about picking it up

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

She agreed to give us $before the dog had a surgery for an additional fee of $1200. I have text messages with this information and I will send to Revdex.com

I will submit a copy of our Health Guarantee today by faxI will also include a copy of our communicationThe family was offered a puppy as a full replacement as statedThat offer still standsWe will have our vet scope the pups ears to be sure there are no problemsAs our guarantee states they would pay the travel which is $but our company would be willing to pay the fees for the travel to resolve this situationWe did place the first replacement pup and she sold for $When we were speaking to the wife she was not happy with that amount. We have a puppy available for them to choose from and with us paying for the $travel the replacement puppy is totally freeWe can have him/her delivered to them as soon as they are weeks oldI will email pictures to them today to allow them to choose a puppy to replace their dog

Complaint: ***
I am rejecting this response because:
Cornerstone farms did not willingly refund the money for the puppy even though they promised to do soWe had to open a dispute and claim with PayPalCornerstone actually fought the dispute with paypal making the claim take longer to rule in our favorWe have correspondence from paypal to prove thisThe puppy had a vet examination that was not signed by a vet but printed off of a computer, the humane society is currently investigating thisWe also have providing Vet ER bills/documents where Cornerstone Farms Owner- *** *** was quoted and admits that the puppy was sick a week prior and throwing up, also throwing up on the way to the airport the day he was shippedThe vet diagnosed him with severe stages of pneumonia advising that he was sick before shipping.To this day we have only received for the purchase of the puppy which we have fought for through PayPalCornerstone still owes us for vet ER bill balanceWe have not seen a single dime that was mentioned to be honored from this companyWe have tried to resolve this with the owner on several occasions for several weeksShe assured us she was very religious and would not morally let us foot the bill that she was responsible forSince then she has given numerous excuses as to why she cannot pay, and then even threats when we opened the paypal case. Our lawyer has advised us to take her to courtWe are not greedy and are not asking for the sale of the puppy plus the vet bills, but just the vet bills as we are keeping the puppyThe argument can be proven in the vet documents and her own admittance to sending a sick dog that she broke her company's guarantee which is to deliver a healthy dog.This is a very untrustworthy company and ownerI hope that a future buyer will read this before deciding to make their purchaseSure the local breeder may be 1,000$ moreBut if you get a dog from this woman you could be looking at 2,000$ or more in vet bills, and that's if the dog survives the trip since Cornerstone has proven to send the puppies sick
Sincerely,
*** ***

I am the owner of Cornerstone and am providing my company's response to this complaint.  We sold to Ms. [redacted] a puppy.  Prior to the puppy being sent to her, we had a vet perform a thorough examination. (A copy of the vet certification is attached.)  The puppy was in perfect...

health.  When the puppy was delivered to Ms. [redacted], she claims it was ill.  I have spoken to her numerous times about the puppy.  We have refunded her the $995.00 for the purchase price of the puppy.  We also refunded her the pre-purchase vet fees here with our vet of $59.00 , pre-registration of puppy in ICA  and pre-microchip registration fees of $38.00  and the $295.00 airfare for the puppy to fly home. So to date we have $1380.00 not counting the gas for the 3 hour round trip to the airport and back.   The puppy has recovered and is doing well which is most important.  We have been in this business for a very long time and take much pride and care for the puppies we deliver to clients.  Cornerstone Farms has gone above and beyond to satisfy this customer.   Because we have refunded all costs associated with the purchase of the puppy, it is not an admission that we were at fault or sold "defective merchandise" but our commitment to the puppies we sell.  The puppy was healthy which is supported by the vet certification which I have attached.  It is just the right thing to do.

They purchased a puppy that is a year and a half old. We use a product called ear mite cleaner, that does not work until a couple days after being used. They told us they got the dog treated. I told her I was sorry the dog had any kind of ear problems, and I offered her another puppy. I told her she...

could sell the puppy I was offering her to cover any costs she was having with the puppy they purchased. They wanted us to sell the puppy for them, but I told her I was sorry, and that is our policy. I told them we would sell the puppy and give them the proceeds once the puppy sold. The puppy is four in a half months old now. We still have the puppy, and we are still looking for a home for the puppy. As soon as she finds a home we will send them the proceeds.  I can not say that she will go for the full $850, but we will send the amount she sells for once we find her a home. We offered to send them the puppy and to pay for the travel which we normally do no do. This is not a genetic issue that would be covered under our guarantee, and we are not technically responsible. We would just like to resolve the issue.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/11/20) */
This is a duplicate complaint from this customer. The first one was filed in the name [redacted] her boyfriend. As we stated before, this puppy was healthy when it flew home to her, per our vet and her own admission. She has now tried to damage...

our reputation as legitimate, professional breeders and attack our family's professionalism. She is making claims that we did not contact the vet and they said they never heard from us. We did indeed attempt to confirm the Parvo diagnosis on multiple occasions without success. The vet's office we did speak to confirmed they did not do a Parvo test at their facility. In reference to the claim made above "She also believes that he never had Parvo, though I have sent her several documents proving that he was tested and positively diagnosed." I wish to make it clear that only just recently we received a copy of a receipt showing a Parvo test being done even though we had requested the proof on several occasions via email, text and phone conversations. This document was provided to us via the state Attorney General's office where Ms. [redacted] has also filed a claim against us. The documents she had previously provided to us failed to prove a Parvo test was ever administered.
When Ms. [redacted] initially informed us that her puppy had Parvo, we were sympathetic and offered a replacement puppy per our health guarantee, as the impression she gave was that his condition was not hopeful. Ms. [redacted] is trying to imply we wanted the puppy to die and had no compassion which is not the case. Per the terms of our guarantee, we will offer a replacement puppy, which we did immediately. If they were offended by this then we apologize but I am not sure what alternative response they expected. We acted according to our policy.
She was given a full refund of the purchase price of the puppy to help offset the vet bills she incurred, despite the fact she agreed to the terms of sale of the puppy which includes that we are not responsible for any vet bills. I have attached copies of her purchase agreement where she clearly marked the boxes agreeing to our terms, as well as the sales contract that she received with the puppy. I have also attached the health certificate showing he was seen and declared healthy by our vet the day prior to his flying home.
It is unfortunate that this puppy became ill after arriving home to her, but we are not responsible for her vet bills and feel we have already been accommodating in refunding her the purchase price, even though our contract also says we will not refund any money for any reason.
I would like to point out the contradiction in her statements about the puppy's condition. First, she says the puppy's symptoms had progressed so far that it was obvious he contracted the virus from our home, then says she was able to save him because she caught his illness early enough that the symptoms had not progressed. Either way, we are not questioning the puppy needed and required vet care a few days after they received him.
As professional breeders, we did take her claim about the Parvo seriously and had our vet perform multiple Parvo tests on our puppies over the next several weeks to be sure there were none that had Parvo. There was never one that came back positive and we can provide documentation from our vet if needed. As a business, we incurred the extensive costs to ensure the health and well being of our animals. The siblings to Remy were also placed with families and are now- as they have always been- very healthy.
Ms. [redacted] also references other things she has read online about our family and business and I would like to make it quite clear that although they have no bearing on our situation, it seems they have quite influenced this woman's opinion and attitude towards us. Our family has been under attack by animal rights activists who have posted multiple things online in an effort to damage our reputation and business in general, as have many, many other dog business owners since 2010 and Prop B. For the most part, the things posted online are not from actual customers of ours, and even reference multiple breeds of dogs we have never owned. Sadly, our only recourse is to constantly battle the attacks and continue to do all we can to provide happy, healthy puppies to families.

This customer first contacted me about purchasing a Cavapoo puppy and put a deposit down on it.  We held the puppy for her while it was getting old enough to go home, before the puppy was ready they contacted us and said that their son had a recurring cancer come back and they were not going to...

be able to take the puppy. Our deposits are nonrefundable, it states that on our webisite and also on the Purchase Agreement that everyone fills out to purchase a puppy. This customer filled one out and checked that she understood that. When she contacted me and told me about the cancer I went to my family and we decided if finances was the problem, we would give them the puppy waiving the $1195 balance still due on the puppy. They were told if they would like to take the puppy to let us know, but the deposit would still be nonrefundable. They said they wanted the puppy, so we moved forward. Then when not getting a reply about picking up the puppy, I said I have to know what she is doing or I would have to place the puppy with another family.Then she contacted me and said she was not taking the puppy, but she was giving to one of her other children. My family was ok losing $1195 to help a young man with cancer, we were not willing to give $1195 to someone else. That is when the whole argument started. Now it has gone on for months and months. We have 4 male Cavapoo puppies. Three are 19 weeks and one is 7 months old. They are welcome in the spirit of ending this mess to have one of those. I will even still waive the balance on the puppy just to end this. This family took a loving gesture by my children toward a young man with cancer and turned it into a nightmare. The puppy is available now and they can contact us about picking it up.