Consumer complaint received 2023-10-12
Company: AMERICAN EXPRESS COMPANY
State: WA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/2023, I purchased a puppy from XXXX XXXX  out of Ohio for {$2900.00}. I charged it to my American Express card so the dispute is with them since XXXX XXXX  has not refunded my money. I disputed the charge back in XXXX and was rebilled on XX/XX/XXXX. 

It has now been 4 months since I picked up this sick puppy from XXXX XXXX ( picked up XX/XX/2023 ) and in the last month she is finally becoming a healthy version of what we expected from day XXXX. 

I called XXXX at XXXX before purchasing the puppy. I asked him a lot of questions, and now after seeing the company 's response to Amex it is obvious that I was lied to. He told me that the pup I was interested in came from a breeder named XXXX XXXX. I looked them up online and there was no contact info, only said to calXXXX XXXX with questions. He sent me pictures of the pup 's parents, who I was told belonged to and lived with the XXXX XXXX breeder. 

Then I see XXXX XXXXs response to my dispute, and now it says that the breeder is a place called XXXX XXXX!! After some investigating on our part, we've discovered thaXXXX XXXX 's doesn't really know who the breeder is or who the parents are because they use artificial insemination to breed the pups! This was never disclosed to us, and as a matter of fact I was told that the parents live on site with the breeders. Never got her genetic background as promised either. 

I've also done research on XXXX  's and found out that they are the same co. as many other sites ...... such as XXXX  XXXX XXXX and XXXX XXXX XXXX. They all use the same photos and get the pups from puppy mills and lie to customers about where they got them. 

Fast forward to pick up day. I picked our pup up and she was actually laying in a crate outside the terminal in the cold. The lady at the airport said she had to sit her outside because her crate smelled so bad. She was laying in the back of her crate in her own throw up and XXXX. When I called XXXX 's they said this is normal due to travel. More lies. Our pup had no energy and was very sick. I called and text PP 's several times with no response so I didn't know whether to keep her or send her back. She weighed under XXXX lbs and was very malnourished. We were told by XXXX 's to feed her XXXX XXXX  and human baby food. We were doing this until I called an ER and they said to stop that immediately and could be the reason she was so sick. They ( XXXX 's ) also sent some medications with her ( so did they know she was sick? ) and XXXX of them turned out to be what vets use for horses and our vet told us that one could kill her. I was XXXX this pup back to health XXXX for weeks. I suspect these pups are raised in a crate and were very malnourished. 

I decided to get genetic testing done on our pup. She's supposed to be an F1 Cavapoo. She's not. Their way of breeding with AI seems to not be working. So when they said in their response " the puppy is exactly what she ordered '' that is false. We ordered an F1 Cavapoo but she's a Cavalier, XXXX XXXX XXXX and XXXX XXXX. I didn't pay XXXX for that breed. 

XXXX 's said that I could return the " product. '' First of all she's not a product. She's a living, breathing and sweet animal who didn't deserve the treatment she experienced from them. Why should I have to return a dog who we are now bonded with after taking care of her? I missed a lot of time from work too. I would like my money refunded for the cost and time we've invested in a pup which shouldn't have shown up sick and which isn't even an XXXX XXXX.

Company response to consumer: Closed with explanation