Complaint Review: Exquiste Pup by Christine -

The information provided below is in response to the fraudulent claim filed by Shari & Marc Roberts, of Bocoa Raton, Florida. 

It is clear that they set out to scam me and recieve a free puppy from the beginning. Everything stated here is fact and documentation can be provided at anytime.

In June 2018, Mrs. Roberts contacted me in regards to a maltese puppy.  I had 2 availablae at the time.  After sending information and videos to her, she decided on our little girl "Lacey".  

From the beginning, Mrs. Roberts started asking for extra's.  First she wanted to know if I would extend my 1 year health guarantee to 5 years.  I had no problem with this because I know the health of my puppies.  So I agreed.  Then she wanted to know, if she placed a deposit on Lacey, could she get it back if she was not happy when she came to pick Lacey up.  I agreed to this as well. (Less $250.00, holding fee)  On 6/19/2018, Mrs. Roberts placed a deposit of $1,250.00 on Lacey, which she paid with a credit card.

Mrs. Roberts & her family arrived at my home on 7/5/2018 to see Lacey.  They all fell in love with her and wanted to proceed with the purchase.  The balance was paid and they took Lacey home.  When they got home, Mrs. Roberts informed me that Lacey was doing great.

The following day, 7/6/2018, Mrs. Roberts said she took Lacey to a VCA hospital for her well puppy visit. (A well puppy check up is required in our health guarantee).  She informed me that the clinic said Lacey had earmites.  (Lacy had 2 health certificates done prior to leaving my care and had no earmites)  Mrs. Roberts was irate about this, so I immediately offered her a full cash refund and I would take the puppy back.  She refused.  

Over the next several days, Mrs. Roberts continued to contact me.  She claimed that Lacey had worms and giardia.  I continued to offer her a full cash refund.  She continued to refuse.  She said she would not return the puppy.  I offered to take Lacey back to my vet to be examined at no charge to her.  She refused.  She would not let my vet examine her.  I knew something was not "Right".  Lacey had 2 health certificates done by a licensed veterinarian, with a 5 star rating, prior to leaving my care.  Full exams were done, including fecal testing.  All tests were negative.  Lacey was perfect.  I have all documentation and Health Certificates to prove this.

My veterianarian and I asked Mrs. Roberts to send us copies of the reports from her vet which would show tests that were done and the diagnosis from the test.  At that point, all communication from Mrs. Roberts stopped and we never received any copies of vet bills or reports.

On 7/23/2018, Mrs. Roberts filed a complaint with the BBB.  In her complaint , she states the only resolution that she will accept is the following:              A full refund, plus keep Lacey, plus receive additional money for vet bills.  She states that so far, the amount for vet bills is $667.81.  In short, Mrs. Roberts paid $2,500 for Lacey.  She wants me to give her $3,167.81 plus keep Lacey, plus pay any future vet bills.  Anyone reading this can see the irrationality of it.

In the report that Mrs. Roberts filed with the BBB, she included vet bills.  (Again, which I never received from her.  I found them on the report from the BBB)  I noticed that the paperwork she sent to the BBB, from her vet, had discrepancies.  The first bill indicated that the puppy she brought in, had a birth date of 2/23/2018.  Another bill on a different date, indicated that the puppy she brought in had a birth date of 3/12/2018.  Obviously, there is a problem with that.  Also, the date on the first bill from her vet is dated 7/8/2018.  It states that it was for Lacey's Exam/Consultation Well Patient Visit.  Mrs. Roberts had already texted me on 7/6/2018 (2 days prior) and stated that she had taken Lacey to the vet that day (7/6/2018) for her Well Puppy Visit and claimed Lacey had earmites.

On another bill that Mrs. Roberts sent to the BBB, dated 7/9/2018, there is a charge for: PreOP CBC Uranalysis, in the amount of $169.40.  I have no idea who or what this charge is for.  Lacey was not having any type of surgery.  There was no cause or justification for that test on Lacey.  Also, no results provided.  But this amount is included in the amount of money Mrs. Roberts wants me to give her.  Mrs. Roberts signed and has a copy of the Health Guarantee.  It clearly states that the the seller will not be responsible for any type of veterinarian bill.  But I offered to take Lacey to my vet at no charge to her.  Mrs. Roberts would have no vet bills and Lacey's good health would have been confirmed to her.  Again, Mrs. Roberts refused to let my vet see Lacey and address her accusations.  Also, Mrs. Roberts was offered a full refund prior to any vet bills, and I have continued to offer her a full refund for the return of Lacey.

Shortly after her complaint to the BBB, Mrs. Roberts called Animal Control to investigate me.  Investigator William Roland, from Polk County Animal Control, arrived at my home on 7/19/2018, with no prior notice.  I met him outside as he was looking at a few of my dogs that were in the play area.  I introduced myself and his immediate response to me was, " I knew this was a false report the minute I looked around".  I invited him in to meet my other dogs and puppies and to see where & how they are raised and cared for.  After touring my home and meeting all of my dogs, Investigator Roland told me that he was very impressed and that I was doing everything right and not to change a thing.  He also stated that he will vouch for the quality of care he observed while at my home and the exceptional condition of my dogs and puppies.  He also made a visit to my vet and found all documentation in perfect order.  Mrs. Roberts claimed that I have 29 dogs.  A gross exageration and another false statement.  Officer Roland will be happy to confirm that.  Mrs. Roberts was only introduced to 3 dogs when she came to visit.  Lacey, Lacey's mom and Lacey's dad.  She saw no other dogs.  When we show puppies, the other dogs are put in the puppy playroom.  The playroom is on the other end of the house, which Mrs. Roberts did not go into. 

Mrs. Roberts then filed a complaint with Consumer Affairs which they posted on their site.  After reading my response to her claim and reviewing all my supporting documentation, Consumer Affairs removed her complaint.

The BBB is not able to remove complaints but informed me that once someone reads her complaint and my response they will clearly see what she is trying to do, and that I did everything above and beyond in order to resolve her complaint.

Next, Mrs. Roberts filed a dispute with her credit card company for the amount of $1,250.00, which was the amount of the deposit.  (We require that when a puppy is picked up, the balance must be paid in cash.  So, the only amount on her credit card was the $1,250.00)  That money was deducted from my account until her credit card company investigated her claim.  They said it could take 3 months to make a decision.  After reviewing my documentation, Mrs. Roberts Credit Card Company found in my favor and returned the money back to my account.

Mr. & Mrs. Roberts don't have many nice things to say about anyone.  Between the two of them, they write a lot of negative google reviews about people and services.  Mr. Roberts wrote a negative google review about me then somehow, later, changed it to appear to have come from Alexa Roberts.  I never sold a puppy to anyone by the name of Alexa Roberts.  

Mr. & Mrs. Roberts know that Lacey is a beautiful, healthy, well bred puppy. They would have given her back and taken a full refund if not.   It is clear that they want Lacey for free and want to extort additional money as well.  This is where the real RIP OFF is.