ComplaintsforRoyal Flush Havanese

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our Havanese on February 23, 2024 and was not told prior that we would be purchasing her with a microchip already inserted, but when we received her, there was old one inserted. We followed all instructions and called the company, and we were double charged on our card even though we were told on the paperwork there would be only a one-time charge of $22.99. We have contacted them and the company, and neither wants to resolve the issue. Our veterinarian called the company only to be told there was no microchip, and this has cost us a lot of extra undue stress. Do we have a microchip, or do we not? Also, the company told us that in order to get our dog, we would need to give a one-time donation to the ********************* We never received a receipt for the donation, and we don't know where the money went. We are requesting that the money either come back to us or we receive a receipt for the one-time donation, as this has nothing to do with purchasing a dog. We don't understand why the company is charging all the extra fees they charge, and they have absolutely nothing to do with a dog or the welfare of your dog. This was a total of $67.98 in charges they charged us on top of purchasing our dog, which was not in the welfare of the dog, on top of the $1500.00 purchase. If we have to insert a microchip from our veterinarian, which we absolutely will do for concerns if our dog should ever get lost from us, it will now cost us another $55.00, but the company misrepresented themselves. But we don't know for a fact if they were truthful or not and if the microchip slipped since our dog is only a puppy. The company needs to be honest.

  

  Business response

  04/10/2024

  Hi there,

  We have corresponded to *********************** many time's via phone and email in regards to this matter. We have no affiliation with the microchip company that she claims over charged her. This matter has nothing to do with our company, we do not register microchips, nor are we capable of registering microchips. Animal microchips must be registered and paid for through a microchip registration company and we are not a microchip registration company, we are Havanese breeders. Please let us know if you need any more information from us and i would be happy to provide anything you may need. I would hope this matter will be dismissed because again, we have no affiliation with the microchip registration company that she is claiming over charged her. Thank you so much

  Customer response

  04/10/2024

   
  Complaint: 21478231
  I am rejecting this response because Royal Havanese inserted the microchip into my dog before purchase and became fully responsible for the microchip upon inserting the microchip into my dog per the veterinarian's office. They also supplied the paperwork for the microchip and stated they inserted the microchip, but now the veterinarian is unable to find the microchip, which is a safety hazard. The company is also overlooking the charge of the donation to the ******************** and never gave me a donation slip that was required of a 501C organization. I need the questions answered. How is this company able to operate? I have questioned them numerous times. They are two separate companies, but they became responsible when they stated they inserted the microchip in my dog and gave me a number with paperwork. They are responsible for the safety concerns and the double charge of misrepresentation. 
  Sincerely,
  
  ***********************

  

  Business response

  04/13/2024

  We have provided ******* a donation receipt for her $25 contribution to the ************************* (***) via email. Our commitment to supporting the *** spans decades and we have raised and donated 10's of thousands of dollars to this cause.  While donating isn't a requirement for purchasing a puppy from us, it does qualify buyers for special pricing during promotional periods.
  During *******'s purchase, we were offering select pups at a reduced rate of $1500 with the condition of making a $25 donation to the ***. For regular-priced puppies, we extend a $100 discount for the same donation, a practice outlined on our website alongside our pricing details. I've attached screenshots from our Puppies for Sale page to substantiate this.
  Regarding the microchip issue, we wish to clarify again that we have no affiliation with ************** Company. Our microchips are sourced from a reputable veterinary supply company, and in the past, the associated registration process has been seamless for our clients. I have attached a screenshot of an email ******* CCed us in. In this email, a ************** representative explains to her that she was not double charged. One charge was for a physical ID tag that they were sending through the mail and the second charge was to register the microchip number to the nation-wide database. Neither of these charges have anything to do with us. 
  It's regrettable that ******* has encountered difficulties, but it's important to emphasize that any charges related to microchip registration or ID tags were not processed through our company. As such, we are unable to issue refunds for transactions not facilitated by us.
  We understand *******'s frustration and have taken steps to address her concerns by providing her donation receipt promptly. Her other concerns should be directed to **************, as they fall outside the scope of our company's responsibilities. We're committed to addressing any issues within our domain, but matters pertaining to ************** should be addressed directly with them for resolution.

  Customer response

  04/15/2024

   
  Complaint: 21478231
  
  I reject this response because that is not the truth. The sale was a President's *** sale; it had nothing to do with the ********************* and you had to pick up the puppy by Friday. I remained unaware of donating the $25.00 to the ******************** until the transaction concluded. After making the payment, I was fully prepared to leave. The representative said to me that we have one other requirement: you must make a $25.00 donation to the ********************. However, I am happy I received the $25.00 donation receipt after making the complaint with the Better Business Bureau. I only knew about the Save a ************ because Royal Flush Havanese inserted the microchip into my puppy before the purchase and gave me the paperwork. Since they had direct contact with the company prior to the purchase, they bear the responsibility to explain why I haven't received my tag and why my dog doesn't match the number they claimed for the chip they personally implanted. They're the ones who inserted the microchip into the puppy. It doesn't matter if it's two separate companies; they are the ones who inserted the chip, provided the paperwork stating they did so, and signed off on the chip. They also bear the responsibility of reaching out to the company to help resolve the matter since they were the first ones to correspond and buy the chip to find out why the chip is not registered after seeing all the emails that I shared with them and why their customers are having issues. This is a major issue with the responsibility that they hold, as they are the ones who are advertising for this company. And they are selling their products and inserting the microchip in the puppies. 
  
  Sincerely,
  
  ***********************

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