ComplaintsforCoffee Run Farm

• Initial Complaint

  02/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a mini Australian Shepherd puppy in September from Coffee Run Spring at ****** Farm in Ohio through the website *******.com. My puppy came with all of the usual health paperwork indicating she was checked by a vet and in perfect health. However, my vet subsequently diagnosed her with a heart murmur. I informed the breeder, Marisa ******, because the paperwork expressly stated she did not have a heart murmur. Marisa responded that she assumed my puppy was a cherished part of my family and I did not want to return her in accordance with the health guarantee. Of course I did not. Marisa asked for my vet records showing the murmur and essentially said she would tell her vet to do a better job in the future. She minimized the condition and the advice of my vet who indicated surgery may be necessary, saying she has a family member with a heart murmur and it is not a big deal. I cannot say if this was the fault of the vet or breeder but I assume a reputable breeder uses a qualified vet who checks the puppies numerous times and will find any health conditions. Marisa also did not have my puppy re-checked right before going home (though her posting indicates this is part of her procedure) which may have caught the murmur that was previously missed. I was devastated by this news and upset at Marisa's response. I will hope this was a horrible mistake that the vet missed this issue and not something more nefarious, though Marisa's minimization of the issue gives me great pause. Just days before corresponding with Marisa, I declined another puppy from a more reputable breeder whose vet had diagnosed that puppy with a heart murmur and offered him to me at a discounted price. Upon advice of my vet, I decided a puppy with a heart murmur was not right for my family (including 3 other dogs) and continued to look for a healthy puppy. Ultimately I ended up purchasing a much more expensive puppy, believing her to be healthy, with the exact same health condition.

  

  Business response

  02/27/2024

  We have reached out to ******* regarding her concerns and have offered to do everything possible in our power to make things right, and are committed to a satisfactory solution(She has not responded).

  We received no followup from ******* specifically requesting a billing adjustment but are open to this resolution though it is against what the contract that she had signed said. It is an unfortunate mistake on the part of our vet office who has been an excellent provider of care to our community since the mid 1980's- to have missed the issue. But we stand behind our pups and have approached ******* to make things right through text email and app messaging.
  
  Attached is the health guarantee that she signed.

  Customer response

  02/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

*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. ↩