Complaints

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• Initial Complaint

  Date:03/22/2024

  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.

  Ive decided to file a complaint with the animal rescue we used to adopt our dog on March 19th 2023 after hearing similar alarming cases from others. As much as I would love to receive a suitable refund, I more want to warn others from using this organization. 1. The online form for our now dog, *****, stated he was 4 and tested heartworm neg. After we paid the adoption fee and received the dog, we were sent a copy of his medical records that stated he was heartworm positive. I contacted the rescue to see if he was treated and never received a response. I then contacted the shelter in ** he was originally rescued from and never received a response. I contacted the ****** parent and she indicated she was never informed that he had heartworm. 2. Our dog became extremely ill after 3 days, vomiting over 12hrs. The vet informed us that he was riddled with heartworm and sent us to a cardiologist who informed us that he had severe damage from heartworm and was actually 9 years old. 3. After 5 rounds/months of heartworm treatments, we incurred over $4,218.80 in fees not including misc fees tied to his neg reactions to the treatments. 4. Despite their failure to disclose his severe condition and age, Knine rescue refused to pay the first treatment fee (website say they pay the first bill) and only agreed to pay $800 which is what their partnering spay facility charges (which was not open or convenient when we rushed our dog in on a Sunday. 5. PENDING: They also have yet to pay his neutering bill ($145) despite their agreement to do so a year ago. (We could not neuter him until he completed treatment and recovery due to his heart condition.) I will copy you on emails that I have with them now to save time. This organization is no just misleading, they engage in deceitful practices that are harmful to the animals in their care and result in exorbitant expenses for those that adopt from them.

  Business Response

  Date: 04/25/2024

  --------- Forwarded message ---------
  From: Knine Rescue <****************************>
  Date: Wednesday, April 24, 2024 at 3:47:28 PM UTC-4
  Subject: #********
  To: [email protected] <************************************>, ********************* <*********************************;
  

  
  
  

  Dear Dispute Resolution Team, 

  
  

  We received a letter today dated 4/20/24 notifying us of complaint #********.  This was the first we had heard about this. I immediately called the number on the letter and asked for a copy of the complaint to be shared with us via email.

  
  

  We are all unpaid volunteers with jobs and families yet still strive to do our best.  We hope to provide important information that seems to have been left out of the complaint, and resolve this issue if at all possible.

  
  

  ***** was adopted by ************** on March 19, 2023.   6 months passed with no communication from her.  On November 13, 2023, ************** emailed to tell us that ***** was heartworm positive.  We offered to cover his treatment via one of our vet partners as they offer a significant 501c3 discount and have an established protocol in place.  ************** wanted him treated at her vet (not one of our partners and therefore, cost-prohibitive).

  
  

  We did not hear from ************** again until March 18, 2024.
  

  
  

  We offered to give ************** the amount we would have paid using one of our approved partners.  Check 1044 in the amount of $800 was sent on 3/21 and has been cashed. We also agreed to reimburse $100 toward the neuter surgery and a second check was sent April 2.  Check #**** has also been cashed.

  
  If any additional information is needed, please let us know.
  

  
  

  We feel that we have responded in an appropriate, responsible way and hope this complaint will now be closed.
  

  
  

  
  

  *****************

  Knine Rescue President

  
  

  Customer Answer

  Date: 05/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21471397
  
  I am rejecting this response because:
  
  I have been in communication with Knine via *************************** **************************** since we were made aware of ****** undisclosed condition on March 21st. As well as the ****** parent, ******, and the original kennel in ** via countless emails, phone calls and text messages. I was not aware nor told by anyone that I had to contact the ********** ****************** directly during any of this. 
  
  I tried to upload these communications, but the files are too large since they start from last March. I have also kept the texts and a record of my phone log. Please let me know which you would like to see and I will send those portions.
  Regards,
  
  *********************