William W.
Our first time using Pawrade
Our first time using Pawrade and at first it was a dream, then we picked up our puppy, she had a wound on her ear that was never disclosed to us and the breeder has denied any knowledge which can't be accurate if the puppy was checked out by a Vet prior to the transfer of ownership. Then once home she became sick with parasites, vomiting, diarrhea, and lethargy, after several hospital visits we are still trying to make sure our puppy survives. We approached Pawrade and PetPay about the health guarantee only to be given the run around about the policy and only covering the first round of medications and never reviewing the Vet/Hospital visit summaries. So far the experience has been very poor.
Response from PawradeFeb 8, 2022
William, We are very sorry to hear that there are some health issues with your new pup. We and our partner breeders make every possible effort to ensure every puppy arrives happy and healthy, that's the core of our puppy first approach. Sadly, despite our best efforts sometimes there are minor issues that are very common with puppies that can occur. Your pup was diagnosed with Giardia, a parasite that is very common and easily treated. Because of the frequency of Giardia in puppies we specifically address it in our Health Guarantee as well as in our written and phone communication with all our buyers. We discuss the signs and symptoms to be aware of, prevention tips, and treatment practices. A health guarantee claim was opened for you and you will be reimbursed for the treatment of Giardia. In the unlikely event that your pup requires a second round of medication that would be a claim under the MetLife health insurance that was provided for the first 30 days at no cost to you. We also contacted your breeder for any feedback on the small wound on your pups ear. The breeder said they were not aware of an issue with the pup's ear but that it is very common for a litter of pups to play and roughhouse and to give each other small scratches and such due to their nails and teeth being so sharp at that young age. We also understand that your vet made the same assessment that it was most likely the result of play with another pup. Customer satisfaction is of paramount importance to us here at Pawrade. We are truly sorry that your pup has required a bit of extra attention and care. We know it can be a bit disappointing. But we are sure your pup will quickly be past this and you will enjoy a long and happy future with your new family member.