My Little Puppy

Due to all the fraudulent activity that happens with online purchases, we must have a firm policy in placeWhen attempting to explain this to Ms [redacted] , she was unaccepting of the policy Our policy concerning military discount is that we must receive a current, unaltered, military ID or a copy of the DDdischarge papersMs [redacted] refused to give her credit card information over the phone and made the purchase through our websiteOnce this step is complete, we contact the breeder and asked them to place the puppy on hold status until we receive the proper Identification to confirm that our customer is indeed who they claim to beMs [redacted] first sent us an expired military ID with her thumb on the picture When asked to send a current DL, she sent us a Puerto Rico ID with part of the information torn off We then again asked for a current ID, since we were given a Florida address and she confirmed she lived in Florida, not Puerto Rico We than received a distorted photo copy of a Florida ID At that time, I once again, explained that we only accept current unaltered ID’s, photo copies were not acceptable At no point was it stated the puppy was not going to a good home, simply that it is very important to us that we send our puppies to good homes and our verification processes helps us to do so At that time, it was determined we could not verify the identity of the purchaser and protect both Ms [redacted] and My Little Puppy from a fraudulent credit card charge

Due to all the fraudulent activity that happens with online purchases, we must have a firm policy in placeWhen attempting to explain this to Ms***, she was unaccepting of the policy. Our policy concerning military discount is that we must receive a current, unaltered, military ID or a
copy of the DDdischarge papersMs*** refused to give her credit card information over the phone and made the purchase through our websiteOnce this step is complete, we contact the breeder and asked them to place the puppy on hold status until we receive the proper Identification to confirm that our customer is indeed who they claim to beMs*** first sent us an expired military ID with her thumb on the picture. When asked to send a current DL, she sent us a Puerto Rico ID with part of the information torn off. We then again asked for a current ID, since we were given a Florida address and she confirmed she lived in Florida, not Puerto Rico. We than received a distorted photo copy of a Florida ID. At that time, I once again, explained that we only accept current unaltered ID’s, photo copies were not acceptable. At no point was it stated the puppy was not going to a good home, simply that it is very important to us that we send our puppies to good homes and our verification processes helps us to do so. At that time, it was determined we could not verify the identity of the purchaser and protect both Ms *** and My Little Puppy from a fraudulent credit card charge

Initial Business Response /* (1000, 5, 2017/03/02) */
Case #XXXXXX
In response to a complaint filed by [redacted], please find the following information. Please note, we have been in communication with the customer on several occasions, each time explaining the same.
The damage to...

the kennel during Airline transportation could not be controlled by either the breeder or MyLittlePuppy. Per the customer's request, a claim was filed with the airline and is awaiting resolution. The customer has been assured if any reimbursement is awarded from the claim for the damaged kennel; the funds will be forwarded to her immediately.
The puppy's first exam after arrival to the customer was on 1/3/17 and a copy of the exam report was filed as required. Findings by the attending veterinarian at that time showed a mild yeast infection in the puppy's ear(s). The exam form had the following notation by the veterinarian, "applied Zymox in ear, no medication or treatment necessary." There were no charges for this situation; therefore, no reimbursement to the customer was necessary.
The puppy was up-to-date on her vaccinations and had been given by the breeder prior to travel: a Parvo Vaccination at 4 weeks, the series of DAPPv at 8, 10, 12, and 14 weeks of age and a Rabies vaccination required for travel at the age of 15 weeks. The decision by the attending veterinarian to give the puppy an additional vaccination beyond normal vaccine guidelines is between the customer and her veterinarian.
MyLittlePuppy researches all breeders before posting any puppy on our website. This particular breeder is not only well respected within the breeder community; we have a copy of the USDA inspection showing 100% compliance with all rules and regulations, No Violations. A representative for MyLittlePuppy has visited this breeder's facility and found all the dogs and puppies to be well cared for, in good health, and well socialized.
Comments of a puppy mill and that the puppy has been abused are both unfounded and unnecessary with no bearing on any of the customer's complaints.
MyLittlePuppy enrolls every puppy into the AKC Puppy Protection Program. After enrollment, the program emails a voucher directly to the customer to use at a participating veterinarian. The customer is made aware prior to the puppy's arrival that they will receive the email, but if it doesn't arrive prior to the required 1st exam, it will be valid for a follow up exam.
An Order Confirmation was sent to the customer at the time of purchase which showed the purchase amount of the puppy including shipping, defined cancellation procedures, stated the guarantee would take place after delivery, and the requirements of the guarantee and break down of coverage. Additionally, the MyLittlePuppy guarantee can be found on our website at any time, and clearly defines the coverage is for treatment/medication of a diagnosed condition. Also clearly stated, is the guarantee is Not Pet Insurance, or intended to replace pet insurance.
MyLittlePuppy sincerely hopes that no puppy ever has a health problem. We welcome the opportunity to resolve any problems this particular puppy may have in the future according to the guarantee. However, to our knowledge at this time, the puppy has not been diagnosed with any problems nor have we received any veterinary information from the customer to show otherwise.
Initial Consumer Rebuttal /* (3000, 7, 2017/03/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the same song and dance I have gotten each time. I have dug deep enough to find complaints against the breeder and I intend on doing further research. This is not acceptable by any means.
The shot was necessary as it was a follow up to the series of shots she received as a puppy.
This company is a crock and they will do whatever they can to bury their nose in dirt. Any decent human being wouldn't be worried about loading their site with dogs right after they sell one, just for a buck. This is exactly the only thing they care about.
As a decent human being, If I knew I gave someone a puppy who was going to need medical attention the way Molly does then I would make it right.
The breeder specified the only socialization the dog had was with her child, herself and husband. That dog had zero socialization. She is afraid of her own shadow and very timid. I have had to slowly socialize her and have even had to contact a private trainer as the dog just isn't ready for large groups of training. Not to mention because of this and poor breeding she has an issue with her anal glands.
I am going to be paying nearly $3500 In the end just for the dog. Thats not including any of the unnecessary medical attention that she will need. By unnecessary, I mean the hips. This should not be an issue.
They need to contact WAGS and make this right. At this point I do not think any further payments should necessary. Any money they received from WAGS should be returned.
Final Business Response /* (4000, 9, 2017/03/09) */
March 8, 2017
Case #XXXXXX
Second Response
If standing behind our Guarantee 100% is the "same old song and dance" than we are, guilty as charged.
To date, the customer has provided NO Veterinary documents diagnosing the puppy with any health problems, potential health concerns, or that the puppy requires any medical attention.
To the best of our knowledge, no guarantee, warranty, or insurance provided by any company pays a claim based off internet research and/or consumer diagnosis/evaluation. Nor does any company finance the cost of hiring a professional to obtain a diagnosis/evaluation in order to file a claim, which is what this customer requested and filed a complaint when not provided.
Since the customer brought it up in her statement, it should also be noted that the decision by the customer to borrow money to purchase her pet from an independent loan company, costing approximately $3500.00 if paid over the full term of the loan, was a personal decision and has no bearing on the health of the pet or the terms of the guarantee.
At this time it appears we are at an impasse with the customer. However, when/if a claim is submitted with veterinary documentation, MyLittlePuppy.com will process the claim, reimbursing the customer as outlined in the guarantee provided at the time of purchase.
It is the hope of MyLittlePuppy.com that anyone viewing this dispute will understand we are in no way neglecting our responsibility to any consumer that has a valid claim concerning the health of a puppy purchased on our website.