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:08/15/2024

  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.

  On August 8, 2024, this business picked up my healthy one-year old dog from my home to be transported to *****. On August 10, 2024, they called me to tell me the dog was dead. I insisted they find a vet to take this dead dog to, which they did. The vets report indicated the dog died from a respiratory issue. I know for a fact, they never took the dog out of its crate in their vehicle for two days! Their vehicle was an older mini-van which apparently did not have air-conditioning in the back where the dog was. This poor dog couldnt breathe in the heat and thats why he died, never being taken out of his carrier. These people do not know how to care for animals; they should not be transporting peoples pets all around the country.

  Business Response

  Date: 08/15/2024

  I provided this Necropsy result to the client. I have explained to the client several times that the dog had hemorrhagic bronchopneumonia which contributed to his death. The client refuses to accept the illness and denies the pet had an illness. We transport from one location to another. This pet was in our care 41 hours before it passed. The other 2 dogs of the same breed were perfectly fine and delivered to their drop off. We also use ***** Odyssey mini vans which have numerous Air conditioning vents in them and working air conditioning. 

  Business Response

  Date: 08/15/2024

  ***** was picked up on August 8th. There were a total of 3 adult GSD's travelling to a single drop off in *************. Prior to pick up we were informed that she was working on leash training and she asked if we could use the leashes and harnesses she provides. At pick up we were informed the dogs had not been in a crate before. This is not uncommon but can cause additional stress and anxiety for a pet. She did not provide the harness we spoke about on the phone. She provided a choke chain collar. We removed the collar as we can not have them in a kennel with any choke style collar or slip lead. That is a danger. The client requested that we do not put water in the kennel. 15 minutes after leaving pick up, we put a bowl of water in the kennel because we are required to provide continuous water access per USDA and AWA. 

  ***** was very anxious and car sick. We stopped multiple times to clean his car sickness and comfort him. When our drivers attempted to put his choke chain on for a walk he moved to the back of the crate and attempted to bite our driver more than once. We put plenty of absorbent bedding in since he could not be safely collared to walk. 

  Saturday we were on flat ground, out of the mountains. His car sickness was a bit better and he was able to eat and keep the food down. We were able to pet him, but he would exhibit fear aggression any time we attempted to put his collar on. ***** was the only pet out of the 3 that we could not get a collar on to walk. Sunday morning our drivers passed through the last bit of mountains on the route. ***** became very car sick and anxious again. When we came out of the mountains he calmed down and laid down in his kennel as he had done throughout the trip. We stopped approximately 45 minutes later to give lunch and care rounds. He was deceased at this time. We contacted the client who asked us to take him to the nearest vet. We tried various emergency vets but none of them would see a deceased dog. The emergency vet in ****** Texas told us we would need to take him to ***** A&M. The drivers were immediately routed to *************** ***** which was approximately 6 hours from their location. 

  We had a necropsy performed. The results are attached. The diagnosis was hemorrhagic bronchopneumonia. He was a little dehydrated which is likely due to the car sickness and vomiting. We provided the results to the client. The client repeatedly denies her dog having pneumonia despite the necropsy findings. Then the client stated that if he had pneumonia we must have given it to him. The client has accused us of leaving the choke chain on, smothering the pet, causing the pet to have heat exhaustion, and various other things. None of these are true. Numerous pets were picked up and dropped off before her dogs. Those clients are willing to provide statements of the ** working. We also dropped off puppies while her dogs were on board and that client has confirmed the air conditioning in the vehicle was working. We use ***** Odyssey mini vans which have 8 roof vents and 2 floor bars for ** in the rear. We keep the rear of the vehicle at or below 65 at all times. 

  The client has repeatedly told us she wants 3500 or she will go online and spread this everywhere. She has threatened us with her followers on social media. We can provide screenshots of all of the text messages. We have informed her that our insurance will not cover it due to the illness. 

  This is a very sad and unfortunate situation. 

  Customer Answer

  Date: 08/16/2024

  I am rejecting this response because:   This was a healthy one-year old animal.  Perhaps if they had taken him out of his crate, things would have gone well - if you people are afraid of a sweet one-year old dog, then perhaps you shouldnt be in this business.  As it is, you were more concerned of your own well-being than of the dogs.  You constantly told me both of you were sick, and maybe you just couldnt be up to the task of taking a dog out of his crate.  Also, your communication is really bad - you were supposed to come for him one night and you never showed up - I waited up for you all that night with all my lights blazing.  It is definitely your lack of care for this dog that he died.  There was nothing wrong with this dog - he was a healthy animal.  I can imagine how he suffered sitting in that crate and never taken out.  What is wrong with you people ?  You should not be in this business.  No I dont accept your poor response - this dog died because of your lack of care.

  Business Response

  Date: 08/16/2024

  I provided this Necropsy result to the client. I have explained to the client several times that the dog had hemorrhagic bronchopneumonia which contributed to his death. The client refuses to accept the illness and denies the pet had an illness. We transport from one location to another. This pet was in our care 41 hours before it passed. The other 2 dogs of the same breed were perfectly fine and delivered to their drop off. We also use ***** Odyssey mini vans which have numerous Air conditioning vents in them and working air conditioning. 

   

  Attachments:

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  Customer Answer

  Date: 08/16/2024

  I am rejecting this response because:   This was a perfectly healthy one-year old dog and his condition was due to your very ignorant care