ComplaintsforThe American Canine Association, Inc.
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Complaint Details
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Initial Complaint
05/29/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
At the beginning (2024) of this year I sent the info and money to the American Canine Association to register my puppy. They took the money and never sent what I paid for. No registration paper, no pedigree nothing. The American Canine Association has a non functioning email address and they do not answer their phones. From what I see this is a scam organization. I demand a refund for the registration and the purchase price of my so called American Canine Association registerable puppy.Business response
06/05/2024
Better Business Bureau
RE: Complaint ID: ******** June 5th, 2024
Dear BBB,
Our online registration process has the following steps:
1. The customer enters the dog's registration number and Internet access code. If their codes are valid, the customer is then transferred to Step #2.
2. The customer enters the dog's color, ***, and microchip number and is then transferred to Step #3.
3. The customer enters their name, address, phone, email address, and the customer then is transferred to Step #4.
4. Customers may choose to register their dogs by paying through their PayPal account or credit card. With either of these two options, PayPal processes their online registration payment.
Before being transferred to PayPal, the following message is displayed:
"You are now going to be transferred to PayPal.
"Your dog's registration will be complete once PayPal transfers you back to our website.
If you close the web page or browser before seeing the congratulations message on our
website, your dog's registration will not be recorded in our database.
"This may take up to a few seconds, depending on your Internet connection.
"Thank you for your patience!"
5. If PayPal successfully charges the customer's credit card, Paypal displays a message saying:
"Please do not close your browser. You are being transferred back to the American Canine
Association."
This message is displayed to the online customer before the customer is transferred back to the *** Server. Hundreds of thousands of other businesses, processing online orders, display similar messages.
6. After the customer is successfully transferred back to the *** Server, the application populates the registration data tables,register the dog in the customer's name, print official registration certificate, and then mail the official registration certificate to the customer.Our records show that after Mr. ******* credit card was successfully processed, Mr.******* Internet connect, via his browsers open connection with the *** server, was terminated. This was either because **************** closed his browser session after he received the successful message that his credit card charge went through or because of some unknown Internet broadband issue.
The American Canine Association has already refunded the $20.00 credit card payment to ***************. We have also offered to register ******************** dog "free of charge" and request the necessary information to complete the registration process.
As to ******************* allegations he called our company and the phone was never answered,our phone number is **************. This is a toll-free phone number that we are charged per minute when a customer call into our customer service center. When a customer calls in during our normal business hours of 8:00 AM to 4:30 PM (Monday through Friday), our auto attendant answers the phone call and then places the customer in the phone call queue for the next of our several customer service representatives. The longest any customer has waited in the phone call queue over the last six months was 18 minutes. When a customer calls after hours, on weekends, or on holidays, the auto attendant answers the phone call announcing the America Canine Association is currently closed and gives our regular operating hours to call back.
Regarding ******************* allegations, we never answered the phone calls he allegedly made; we find this allegation untrue and a "defamation of character" to the good name of our 40-year-old corporation.
Regarding ******************* allegations, we are a SCAM company; we find this allegation untrue and a "defamation of character" to the good name of our 40-year-old corporation.
Sincerely,
*************************
President & CEO
American Canine Association, Inc.
Ph:**************
Email:******************Initial Complaint
09/05/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
7/23/2022, amount paid $ 48:00, to register ( used Credit card ) money was received according to statement . No paperwork no documentation ever sent . Address according to Google Maps is a vacant lot !Business response
10/13/2022
Business Response /* (1000, 5, 2022/09/19) */ BBB submitted complaint case #********* Registration Name: Tinkerbell Too Registration Number: ****************** Breed: Dachshund Birth Date: 5/15/2022 Sex: F Color: Black & Tan Update By********* Date Registered: 8/15/2022 Date Registration and Pet ID Card sent USPS First Class Mail: 08/16/2022 Conversation with ACA Customer Service Represenative and customer Robert Mantis: I called the customer (@ 12:50pm) and he mentioned to me that he received the certificate and ID card today (9/7/22). This was the only paperwork he was waiting for and all was OK now. I confirmed he was not waiting for any other paperwork. I also inquired about the date and amount he entered on the BBB complaint. He stated he didn't recall the actual date or dollar amount so he just submitted to the BBB what he thought it was. I asked if he could please update the complaint submitted with the updated information he provided to me. He stated he would. In addition, I followed up with the customer with the below email. Marisol Customer Service American Canine Association, Inc. Forwarded Conversation Subject: BBB submitted complaint case #********* ------------------------ From: ACA Customer Service ********************************** Date: Wed, Sep 7, 2022 at 3:06 PM To: *************************** Good Afternoon It was a pleasure speaking with you early today and appreciate you taking the time to do so. For your convenience, can you please respond to this email as confirmation that you have received the pending certificate and ID card for Tinkerbell Too today? Furthermore, we will be mailing a courtesy 3-generation pedigree for Tinkerbell Too for any inconvenience you may have received. Mary Customer Service American Canine Association, Inc. ---------- From: **************************************** Date: Wed, Sep 7, 2022 at 3:34 PM To: ACA Customer Service*********************************** Received and appreciated !! Sent from Yahoo Mail on Android Consumer Response /* (2000, 7, 2022/09/20) */ **************************************** Sep 19, 2022, 12:09 PM (20 hours ago) to me Satisfied !!! Sent from Yahoo Mail on AndroidInitial Complaint
07/13/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have contacted ACA several times to get my dog's papers and bloodlines that I paid for months ago online. Every time I call, they give me this lame answer that the postal service is running slow and to keep waiting. I just want my damn papers. This organization feels like a scam to me.Business response
10/17/2022
Business Response /* (1000, 20, 2022/09/02) */ ***Document Attached*** Please the ACA's answer and government documentation to this case. Thank you.
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.