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:02/07/2024

  Type:Order 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.

  I purchased a dog in 2014 from the place called ******** Puppy Club located on ****************************************************** Tel: ************. Since then, the place for obvious reasons had chanced the name a few times and now I was told the place is called: Select a Puppy 1839 NJ 35 **********, ** ***** Tel: ************. The contract I had with ******** Puppy indicated a lifetime warranty if pet has a health issue or an hereditary condition. At this point I am not sure what I can do, since the business is no longer same name as it was in 2014 and clearly owner will try to hide this fact if indeed he/she are same

  Business Response

  Date: 02/20/2024

  This customer is not a customer of our business and therefore their complaint is not with our company. Customer admits in their complaint that they purchased years ago from a different business, owned by a different business owner, located at a different address but somehow thinks that our business should be responsible, or is somehow affiliated, even though the facts don't support that allegation. We cannot assist with this complaint as we have no affiliation to this other business, have no ability to attempt to intercede and assist the customer as a completely different business, and the customers attempt to somehow make our business take responsibility for a purchase made from a completely different company, before our company even existed is not realistic.  For this reason, this complaint should not be affiliated/connected to our company. If we can be of any further assistance, please do not hesitate to reach out to us again.

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair 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.

  I made a purchase on Jan 18 for a puppy. The total was $6736.36. They told me if there was any issues I can return the puppy within 3 days, for a 50 percent refund. I got home and my son who is autistic kept harming the puppy. I realized my home was not a safe place for the puppy. I went back to the store the next day Jan 19 2023. And I tried to return the puppy to the store for 50 percent Refund. They refused to take the puppy back at all. They showed me that the contract that I signed says that the return is up to the manager. They didnt mention that part when I made the purchase. They sneak in the words up to the manager. So then the manager can refuse all returns and they are promising a false return options.

  Business Response

  Date: 02/03/2024

  The purchaser CHOSE to come into our place of business to purchase a puppy, clearly understanding her living situation. She further CHOSE to sign a contract that clearly and concisely outlines our company policies and she also initialed right next to #9 which clearly and concisely states; "the purchaser understands and agrees that purchasing a puppy is a long-term commitment and that this is a final sale with no returns or refunds issued for personal reasons including but not limited to family disagreement, allergies, landlord issues, or financial hardship".

  It goes on to further state; "the purchaser understands and agrees that they have the option to keep/sell/rehome the puppy on their own at any time".

  We did not "sneak in the words" as the purchaser alleges, as they are clearly typed and stated within the terms of the contract AND the purchaser initialed right next to the paragraph that states these terms. We fulfilled our obligations under the terms of the contract signed at the time of purchase. The customer had a personal issue that is not our responsibility and it is clearly mentioned in the contract that the puppy is not returnable for personal reasons.

  I

  Customer Answer

  Date: 02/03/2024

  
  Complaint: 21182198
  
  I am rejecting this response because:
  
  The business tricked me. They told me there was a 3 day return period, when I came to return they snuck in that the return policy is at managers discretion. Which means there is no 3 day return policy. They did not tell me at purchase that the return policy is up to the manager. Which means the manager can always reject the return. They led me to believe that I can return within 3 days.
  Regards,
  
  *************************

  Business Response

  Date: 02/12/2024

  The customer continues to make the false accusation that we "tricked" her, but it is stated clearly in writing and she wrote her initials on the contract right next to the statement; "the purchaser understands and agrees that purchasing a puppy is a long term commitment and that this is a final sale with no returns or refunds for personal reasons". Our company policy can't be any clearer and having her initial right next to it shows that our intent is certainly not to "trick" anyone but rather to be transparent with our policies so there is no confusion.  She can't claim to be "tricked" when she initialed right next to the statement that the purchase is a final sale. Why wouldn't she have asked for clarification prior to signing and purchasing if she believed that what she was signing and stated in writing contradicted what was verbally said to her?

  Also, the customer claims that she made a mistake purchasing a puppy with an autistic son but fails to mention that she made it clear to us at the time of purchase that she already had another dog in the house that her son was fine with, a 9 month old *********. When she came back the next day she said her reasoning was that she made a mistake "and didn't want to deal with it". We offered to assist with training tips to help with the transition since it had only been less than 24 hours having the puppy home, but she said she wasn't interested in any assistance and said she was going to re-home the puppy on her own and left. We attempted to call her several times to offer our assistance and left her messages that were never returned on 1/23, 1/24, and again on 2/3. 

  We are deeply sorry that the customer made a mistake with her decision to bring another puppy into her home. It is always our goal to have satisfied customers but that is not always possible regardless of how clear and concise our contract is to avoid any possible confusion, including having customers initial and sign in multiple locations to prevent exactly this situation.

  Customer Answer

  Date: 02/13/2024

  
  Complaint: 21182198
  
  I am rejecting this response because:
  
  This buisness tricked me. They led me to believe that they have a 3 day return policy. When I came to Return the puppy the next day, they told me that the return is at the managers discretion, and the manager said I cant return it, because the store is full, when in fact the store was empty. . So In reality they do not accept returns, they just trick the customers to think they accept returns. But the returns  are only up to the managers discretion, if the manager  decides to  take a return. So they do not have returns. But they lie to the customers and tell them they accept returns. 
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/23/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  I purchased a puppy from them and was told I was taking out a loan for $4300. I pay every two weeks and its been almost a year. I add it up and I have paid $6k already. I call and am told call the loan company. I do and apparently there saying the loan was $4300 and the principal for the loan is another $11k totaling $15k and I was never told this by the store when purchasing. I signed an iPad for $4300 and this was added without my knowledge. I would never have agreeed to pay $15k for a puppy! They are scam artists and now I have to fight to get this loan ended. I have already paid $2k more than what the dog was priced at. They are scamming people and not disclosing anything about the principal. I was told to pay the interest up front for $200 which I did. The loan is American First Finance who I believe knows exactly what this place is doing!

  Business Response

  Date: 01/09/2024

  We are in receipt of the complaint received on 12/23/23 by *****************************. Please be advised that this complaint is about a third party and not a complaint against Select A Puppy. ******************** claim is against her financial company and its terms to which we have no stake in. She has made no complaint against our company. If she paid by **** card, her complaint would be against ****, not our company. We are unable to respond directly to the issues she has with her finance company.

   

  The customer came into our place of business in March of last year, selected a puppy to purchase and asked about payment options. As with all of our customers and as easily found on our website, we offer a dozen different payment options, including MasterCard, Discover, ****, American Express, BitCoin, ApplePay, GooglePay. Credova, ***********************, and ***********. These are all third party companies, Select A Puppy has no interest in any of these companies, and does not receive any benefits from any of them. It is the purchasers decision on the form of payment they choose to provide to us.

   

  The customer decided to use American First Finance to provide payment to us. The application is completed online by the purchaser, directly through that companys online portal. Select A Puppy has no interaction with the customer and her financial institution. **************** signed all pertinent documentation, Select A Puppy received payment, and **************** took the puppy home.

   

  The customer never contacted us with any concerns of any kind so we were confused when we received the BBB complaint on 12/23/23 and immediately reached out to the customer to assist. The customer complained that the finance contract wasnt explained to her at the time of purchase. We told her that we were not in a position to explain it to her since it is a third party and we had no direct knowledge of the terms that she agreed to at the time of purchase but she certainly had the option to pay for the puppy in many other ways and it was her choice.

   

  The customer stated that she had been paying her financial obligations on time, and admitted several times that she didnt bother to read the finance application/contract and didnt realize for months afterwards what she was actually paying. We explained to her that just like a typical credit card or finance company, we have no authority over her personal financial obligations and the length of time it takes her to pay off her financial obligations but offered to do a three way call with the finance company to help her.

   

  We spoke to a customer representative named ***** with **************** on a three way call. ***** made it clear that the **************** signed the finance application and contract in multiple places on the site and the terms were clearly laid out and she immediately received an email with the signed and executed contract with detailed numbers and an outline for the entire term of the loan. ***** made it clear that it was the customers responsibility to read the contract and that Select A Puppy had no access to the contract and details and therefore would not have been able to verbally explain anything. ***** suggested that the customer utilize the no penalty to prepay option instead of going the full term of the loan which is four years so that she wouldnt have to pay continued interest for an ongoing loan. The customer said she would consider her options and we all said goodbye, with Select A Puppy reiterating to the **************** that she had other options at the time of purchase for payment and continues to have the option to prepay the financing without additional interest accruing, but that her complaint isnt with Select A Puppy.

   

  There is nothing more we can do to assist the customer in this matter since it is between her and her contract with her financial company but she does have options as per the terms of her contract as explained to her by the financial representative *****. If we can be of any further assistance in this matter, please do not hesitate to contact us again.

   

  ***********************, President.

    

  Select A Puppy

  1839 NJ 35,

  **********, ** 07748
  *************
  Monday - Friday 11AM-8PM
  Saturday & Sunday 11AM-5PM
  **************************************

  
  

  Customer Answer

  Date: 01/22/2024

  
  Complaint: 21050009
  
  I am rejecting this response because:I finally got an answer and the finance company closed me out. The business
  however was completely rude and wouldnt do anything for me. Im not sure if
  they are the ones who said to close it out or not as I havent heard
  anything back from them. They just kept telling me to tell you to close it
  out cus it looks bad for them.
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:08/17/2023

  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.

  We purchased a puppy 4days later we had to take puppy to vet emergency hospital when we got there puppy was critically Ill vet was not sure they could save him we went back for the next 5 nights for treatment could not afford to leave him there because it would have been appropriate 8000$ we wound up paying $3200 over the 5 days called select a puppy they said they will file a claim for us we gave them everything they asked for and they said they still need things that were sent call then today girl ******** was very disrespectful They sold us a very sick puppy and will do nothing to help us recover medical bills

  Business Response

  Date: 10/11/2023

  We are in receipt of the complaint as listed above. The customer purchased a ********************** and signed a contract that offers a detailed and extensive health warranty as per ******** Law.

  7/22- The customer contacted us by phone stating that the puppy went to the veterinarian due to an illness. We informed the customer that as per the contract signed at the time of purchase and state law, they must provide us with a diagnosis letter, a written and signed veterinary certificate of unfitness so that we may assist them. The contract as per ******** Law clearly states and requires that:

  a veterinarian certifies within that 14-day period that the animal was unfit for purchase.

  7/25- The customer sent medical notes for an unknown illness and some negative test results with no diagnosis/ unfit for purchase letter. We had no idea what the puppy was treated for since as all provided documentation showed negative tests, so we informed them again by phone that they needed this required document so that we may assist them and that time was of the essence as the contract clearly states and ******** Law requires:

  The veterinarian shall provide to the consumer in writing and within the seven days after the consumer consults with the veterinarian any certification

  7/28- The customer sent more bills for an unknown illness but still didnt provide the unfit for purchase signed by a veterinarian.

  7/31- We responded in writing to the customer again, stating that we were still waiting for the unfit for purchase document and needed it in order to assist them.

  8/1- We called the customer and reiterated the need for the unfit for purchase document.

  8/7- The customer called and said that we have everything we need and they dont need to supply us with anything else at which time we reiterated the contract and referred them to their contract for details as the contract clearly states and ******** Law requires:

   It is the consumers responsibility to have the animal examined by a veterinarian and to obtain the written certification. This certification is required in order to apply for restitution and must be presented to the pet store where the animal was purchased. And further, it is the responsibility of the consumer to obtain such certification within the required amount of time provided by this subsection

  8/8- We called the customer to see if they read the contract and to reiterate the need for the document and that time was of the essence so that we could assist them. Customer said they would speak to the veterinarian.

  8/15- We called and left a message, again asking for the required document.

  8/17- We called again and left a message asking that they please provide us with the unfit for purchase statement so that we could assist them.

  8/17- The customer called back and said that they didnt need to provide us with anything else and when we tried to explain again that this is a requirement of the contract and state law and we are just trying to assist them, they yelled and hung up on us.

  8/25- Customer refuses to comply with the need of a diagnosis letter in the form of an unfit for purchase and references pet insurance protocols insisting that a diagnosis letter isnt needed which is in direct contradiction of the contract signed at the time of purchase and ******** Law.

   

  According to the terms of the contract signed at the time of purchase and **************** Law;

  Consumers may be *********** restitution if an animal becomes seriously ill or dies within 14 days after the date of purchase and a veterinarian certifies within that 14-day period that the animal was unfit for purchase under New Jerseys Pet Purchase Protection Law. It is the consumers responsibility to have the animal examined by a veterinarian and to obtain the written certification. This certification is required in order to apply for restitution and must be presented to the pet store where the animal was purchased.

  Further;

  The veterinarian shall provide to the consumer in writing and within the seven days after the consumer consults with the veterinarian any certification that is appropriate pursuant to this section upon the determination that such certification is appropriate. The certification shall include: (1) The name of the owner; (2) The date or dates of examination; (3) The breed, color, ***, and age of the animal; (4) A statement of the findings of the veterinarian; (5) A statement that the veterinarian certifies the animal to be "unfit for purchase"; (6) An itemized statement of veterinary fees incurred as of the date of certification; (7) If the animal may be curable, an estimate of the possible cost to cure, or attempt to cure, the animal; (8) If the animal has died, a statement establishing the probable cause of death; and ** Pet Purchasing Protection Law

  (9) The name and address of the certifying veterinarian and the date of the certification.

  And,

  it is the responsibility of the consumer to obtain such certification within the required amount of time provided by this subsection

   

  It should be noted that it is very possible that the veterinarian simply refused to provide them with an unfit for purchase statement due to the fact that the puppys illness may not have fit the criteria of being unfit for purchase and the customer was merely attempting to usurp the veterinarian, ******** Law, and the contract in an attempt to receive reimbursement for an illness that was not coverable. The licensed veterinarian  has the sole discretion/responsibility of diagnosis/finding the pet unfit for purchase and providing treatment. As an example, if the pet gets diarrhea due to a diet change or something that it ate after purchase and needed treatment, OR, the puppy became run down from playing too hard with children or other pets and became dehydrated after purchase and needed treatment, the veterinarian could decide that the puppy did not fit the criteria of unfit for purchase due to that illness which is his prerogative.

   

  In closing, we tried our best to assist the customer on numerous occasions but the customer refused to cooperate. Therefore, we had no choice but to close the matter as our efforts were futile due to their refusal to assist us in the process as per the requirements of the sales contract signed at the time of purchase and ******** Law.

  If we can be of any further assistance, please do not hesitate to contact us again.