Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fetch puppies sold me a pure breed Can Corso puppy and after further findings and DNA testing she isn’t even 40% Cane Corso. The DNA show 9 breeds. Fetch is refusing to refund any money or resolve this matter. They are telling me that mixed breeds are pure breed dogs and that it is not possible for a dog to be 100% a pure breed. This isn’t true and I have had pure breeds in the past. She is also ACA registered under the understanding that she’s a pure bred. 9 breeds showed up in her DNA. That’s cross breeding.

  Business Response

  Date: 04/12/2023

  At time of purchase customer signed and initialed our Limited Warranty General Terms and Conditions policy. It is clearly stated we do not recognize DNA testing results and do not provide any warranty for DNA tests. ******* ******* has acknowledged by her initials and signature under the General Terms and Conditions of the Fetch Puppies Limited Warranty provided to all customers. 

  GENERAL TERMS AND CONDITIONS 

  Fetch recommends having your pet spayed or neutered. We do not promote unnecessary breeding. There is no warranty for hypoglycemia, cherry eye removal, DNA testing results, training or behavioral problems or for allergies either for the puppy or for the owners of the puppy. 

  Canine DNA companies claim they all have their own proprietary testing process and they do not share this process with the medical community within their industry. **** *****, a veterinarian in Boston and research fellow at Harvard Medical School's Center for Bioethics has published information about canine DNA testing. 

  Pet genomics medicine runs wild 

  Genetic testing for dogs is big business. It is too easy for companies to sell false hope, warn **** *****, ***** ***** and ****** ********. They call for regulation. 

  **** *****, a veterinarian in Boston and research fellow at Harvard Medical School's Center for Bioethics, said it's fine if a pet owner wants to have his dog tested for fun, but he should "take the results with a grain of salt" because they could differ based on the company. 

  "Pet genetics must be reined in. If not, some companies will continue to profit by selling potentially misleading and often inaccurate information; pets and their owners will suffer needlessly; and opportunities to improve pet health and even to leverage studies in dogs and cats to benefit human health might be lost. Ultimately, people will become more distrustful of science and medicine." 

  We have provided the above information as an example of the inaccuracy of Canine DNA testing, Fetch Puppies does not provide a warranty for DNA testing. 

  Below we had provided 2 photos of the puppy purchased and 4 photos selected from a google search of Cane Corso Puppies. They are all great examples of Cane Corso puppies. 

  
  

  See Attachment

  Customer Answer

  Date: 04/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* * *******

• Initial Complaint

  Date:09/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 2022 I purchased a puppy from Fetch Puppies and used 2 finance companies that was provided by Fetch Puppies. The employee went on his computer and sent me text messages with URL's to fill out the applications. After receiving a text message with my approval amounts I showed him and he told me to click the next link they send you and accept the loan. He didn't mention anything about disclosures or APR's and that it was simply just making payments towards the purchase price. I get a phone call from one of the finance companies to confirm who I am and what the purchase price was. Neither company told me anything about APR or interest. The employee when he was finalizing everything on his computer told me the payment amounts and that was it. He then informed me about the warranty and said I didn't need to read anything just to sign. The main reason I purchased the extended warranty was he told me it paid for the first vet visit which as I didn't find out until the next day when trying to figure out which vet I needed to use I was told it doesn't cover the first vet, they were referring to the vet visit they had used in-house that he already had, why would you charge someone a vet visit that was already done before you purchased or even knew about the puppy, thats a scam in its own which lying about that should void the entire process since hes commited fraud. The next day I got a call from the store associate tell me he didn't get a copy of one of the papers I filled out and asked me to take a picture of it and send it to the cell phone. Everything with this was unprofessional and not correctly done. When I called customer support to return this puppy I was told I am on camera signing and agreeing to these disclosures that I wasn't even aware of or told about. He told me to just hit the box and accept. This customer rep was insanely rude and very uneducated on the matter and wants to try and save his employee who was new. SCAMMER and DECEPTION!!!!!

  Business Response

  Date: 09/27/2022

  It is relevant to note that Fetch
  Puppies does not provide financing to its customers.  It merely introduces its customers who are in
  need of financing their purchases to third-party lenders that are willing to
  finance a customer’s purchase.  All
  finance companies are independent providers of credit and not affiliated with
  Fetch Puppies.  Each lender has their own
  underwriting criteria and may offer various options to our customers. Fetch
  Puppies does not make any credit or finance decisions.  All these decisions are made directly by the
  finance company that agrees to provide the credit.
  
  Customers may apply and be
  approved by more than one financing company.  Once the customer selects which financing company and program they wish
  to go forward with, the financing company supplies all the lending forms and contracts,
  which are provided electronically by the finance company directly to
  the customer for review.  The customer
  check marks and agrees to all the terms and conditions established by the
  finance company as a condition to the financing.  Customers are required to use electronic
  signatures on all credit documentation.
  

  All terms and conditions of the Fetch Puppies purchase and warranty require the customer to initial each and every paragraph of the documentation and signature per page per section.  Mr ****** received a copy of all signed warranty and adoption documentation.   
  

  Fetch Puppies strives every day
  to provide an exceptional customer experience and has been providing that level
  of service for over 25 years as we have for Mr. ******.  The bottom line is that Mr. ****** is not
  happy with the financing arrangement that he voluntarily
  agreed to, directly with a third-party lender. They purchased an adorable puppy
  that we are sure they will enjoy for years to come.  However, Fetch Puppies was simply not
  responsible for Mr. ******, decision to purchase that puppy
  on credit utilizing the services of a third-party lender.
  
  Fetch Puppies