ComplaintsforPuppy World, Inc.
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Complaint Details
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Initial Complaint
12/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a puppy from Puppyworld. I called advising of an issue with the purchase transaction history. I request video footage be looked over. All I was informed was Puppyworlds bank receipts we correct. I asked to speak directly with the owner from getting no where with the managers. I was denied to speak with the owners to resolve this issue. I was financed for the remaining unpaid balance which is incorrect per my discrepancy. They told me I was purchasing a Pomeranian when in fact they sold me a Maltese. They claim that they wrote mixed in there so that should clear up the breed issue which is doesnt. I need help because I have gotten nowhere and I dont what else to do as this is on my creditBusiness response
12/07/2021
************ purchased an all white **************** **** from us for $3,008.54 on June 25th 2021, this was after coming in a few days prior and will be explained further down. ************ filled out our financing option called Easy Pay. She did not end up getting approved, so she decided to go with our other financing option called Flex Pay. She got approved for $1,000 but did need additional documentation that we had to send over to Flex Pay. Sending additional documents can take up to 48 hours to get approved, so ************ did end up doing our money down hold. Our money down holds require you to put 10% of the puppys price down to hold the puppy for 24 hours. She put $300 down on June 22nd holding the puppy until June 23rd, and she also put another $300 down on June 24th holding the puppy until June 25th. ************ came in on June 25th 2021 to finish the transaction, and to take the puppy home. As mentioned, ************ got approved for $1,000 on Flex Pay, but they do require you to put your first months down payment down in addition to your remaining balance of the puppy.
During the month of June, Puppy world was donating to **************************************. When donating $75 when taking your new puppy home, you will receive $150 off your puppys original price and our puppy starter kit and crate. ************ decided she did want to do the donation. Before taxes, this Teddy *************** was $2,999. Donating the $75.00 brought the puppys price down to $2,849.00. With taxes this would be $3,008.54 which would be the amount entered into the financing. ************** TOTAL DOWN PAYMENT for the financing was $2,167.02, which would be her first monthly payment and the remaining balance of the puppys price. After putting that down payment down, ************** total finance amount was $841.52.
Since ************ had put the $600.00 down to hold the puppy, that amount did come off of her down payment for the financing. I had written out all amounts on our invoice which both ************ and I have a copy of.
TOTAL DOWN PAYMENT AMOUNT $2,167.02 (MINUS) THE MONEY DOWN ($600.00) = $1,567.02
$1,567.02 (PLUS) DONATION AMOUNT OF $75.00 = DUE ON JUNE 25TH $1,642.02
Considering the $75.00 is a donation, this amount is not added into the financing which is why it is added after. It is also not taxed.
************ put this down payment down in all cash. I have her receipt printed out from our computer, which I also sent to her via email, showing she gave $1,645.00 in cash, in return I gave her $3.00 change.
************** only claim since she started calling at the end of October was that I did not take off the $600.00 from her down payment. She claims on June 25th, she paid $2,167.02 in cash and that the $600 should have been added on to that, making her total finance amount $241.52. The contract for Flex Pay either has to be digitally signed from the website, or printed out and physically signed by the customer. Either way, ************ would have seen her total finance amount after her down payment on her contract.
************ did call again on November 2nd asking to talk to the owner of Puppy World, and as she was told the owner does not come into the store often. I did however talk to the owner and my higher up managers about ************** concern, showing them all of the receipts. In return they agreed with me that all of our documents show, I did take off the hold money from the down payment.
************ called again and asked to talk to me directly, as she was upset I had not given her a call back. I mentioned to her I talked to my higher up managers and showed them our receipts, but she spent the phone conversation telling me I was wrong with no proof on her end that I DID NOT take the hold money off, as I sent her my proof that I did. My question to ************ is how does it take 4 months to discover you were over charged $600.00? We wish we did have video footage of the transaction as that would clear many things up, but as I did tell ************ our videos do expire after a period of time.
************ did call a 3rd time VERY upset, trying to address the same situation but had also mentioned we sold her a Maltese instead of a Teddy ***************. We would never had sold her a pure bred Maltese as a different mix, because Maltese do go for a lot more then Teddy **** mixes. Many smaller non shedding breeds look similar, and can have similar colorings. Since her puppy is all white, she may be assuming her puppy is a different breed. We have no problem providing the multiple pieces of paperwork that had been over looked and signed by ************ showing the details of her purchase including the breed.
Sincerely,
***** from Puppy World
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.