Consumer complaint received 2020-10-01
Company: Duvera Billing Services, LLC
State: FL
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Charged fees or interest you didn't expect

Complaint:
On Saturday XX/XX/2018, my husband and I went into a local pet store XXXX 's XXXX   located in XXXX, FL. We found a XXXX XXXX puppy we wanted. The cost of the puppy was {$4500.00}. That was way out of our price range, so he came down to {$3000.00} without charging tax. That was a lot of money to us and we weren't planning on spending that much, but the pet store said they had financing that we may qualify for. I applied and was approved for {$2200.00}. So we decided to purchase the puppy and finance the {$2200.00} and pay the difference in cash of {$800.00}. The owner of the pet store ( XXXX ) stated the puppy has had all of his shots and was XXXX registered and in perfect health, and our XXXX registration would be sent to us within two weeks. We were excited and took our puppy home the same day. The next day on Sunday XX/XX/2018, I contacted the pet store because we woke up and noticed that the dog had vomited clear watery foam in his cage and both of the dogs eyes were looking very bad and found that the dog had cherry eye. ( This pet store had knowledge that the dog had cherry eye and tucked them in in order to sell the dog ) The owner XXXX asked me to take some pictures and text him on his personal phone so he could see and stated that the vomiting was from the change in his water and stress from the change to his new home. He called me after viewing the pictures and said that we could drop him off Monday evening XX/XX/2018 and he would take him to his veterinarian and perform the XXXX required to fix him. We dropped him off that evening as requested, and picked him back up on Thursday XX/XX/2018. As soon as we got him back we started to think that something was suspicious because the dog 's eyes didn't look like he had XXXX and he was still vomiting and now he had some kind of rash all over his stomach. We immediately made an appoint with our vet for XX/XX/2018. Upon our vet appointment we provided all of the paperwork we were provided at the time of purchase. The vet said she didn't see any evidence of a recent cherry eye XXXX so her staff requested the records from the pet store 's Veterinarian. They said they were too busy and would try to send them when they could. ( We never received the records ) Our vet stated that the dog was not XXXX registered as told upon purchase and the certificate was fake, and also noticed that the dog had an umbilical hernia ( which is a congenital defect ) and a XXXX XXXX. They prescribed him medication for the XXXX and a new eye cream for his eye. ( vet records attahed ) Due to all these issues, and the lies we caught the pet store in, my husband and I decided to return the dog. Per the contract with XXXX XXXX  I had multiple reasons that the dog could be returned. So I immediately contacted the breeder by phone and told him that we wanted to return the dog and he asked that I email him the request which I did ( see attached ). After no response for the day and him no longer picking up the calls from my number, I tried to call him from my job. He answered, finally and told me he was with a customer and promised to call me back. I never heard back from him. He did not respond to any communication whatsoever. I reviewed the contract with Duvera Financial dba XXXX   XXXX  and it said refunds must be given through the merchant. I notified XXXX on many occasions telling them what was going on, and to see if they could help me with no luck. I had no choice to continue to pay them as not to ruin my credit history, all while trying to save a dog paying thousands dollars in veterinarian bills. I paid XXXX for a year up until the dog passed away. It tore my family apart losing the dog. My children were especially devastated. It is terrible that Duvera Financial dba XXXX XXXX  would do business with a company and issue loans to merchants that do not follow through on the contract. This is unethical practice of business and something needs to be done about it. If you look up this XXXX XXXX ( XXXX 's XXXX  ), you will see all the complaints including on their own XXXX page. I am not the only customer that has gone through this and been sold a sick puppy. Per the contract I was in my legal right to return the puppy for a refund. If the merchant would have performed to his legal duties under the contract, he would have contacted Duvera Financial dba XXXX  XXXX, and processed the return and returned the money back to Duvera Financial XXXX XXXX  XXXX  and closed my account. But instead me as the consumer is paying the price for businesses failing to follow their own contract and scamming consumers out of their money. The lender should protect the consumer against fraudulent scammers such as XXXX 's XXXX  and go after the merchant to process a refund. I only borrowed {$2200.00} and it is reporting I owe {$5500.00} on my credit report due to interest. I paid Duvera Financial dba XXXX  XXXX  for a year and I still owe this balance. This is absurd to pay this type of money especially when you were scammed and the dog passed away at a year old. Duvera Financial dba XXXX  XXXX  should have helped me resolve this issue with the merchant and removed them from their list of vendors that they provide loans to. Duvera Financial dba XXXX  XXXX  should have requested a refund from the merchant not me. I have already paid for a year, plus {$800.00} cash to even purchase the dog, plus thousands of dollars in veterinarian bills to only have the dog pass away. All parties should be held accountable for this transaction not just my family and myself.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation