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Complaint Details
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Initial Complaint
09/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
We purchased a bonded pair of cats from Half-Way Home Animal Rescue on August 27th. We were assured we would be provided with the medical records within 72 hours, and did not receive them. We were assured (1) cat would be sprayed at no cost, and did not receive a return email. We tried nearly 10 times to reach out via email (only means of contact) and did not get a response. The **** are the ones suffering... medically!Business response
09/23/2024
Client adopted Kitten's names were Cheeze it and Apricot. The client paid $225 for the pair. Not $300.00
Also see attached provided where the client did receive the medical records timely and were consequently sent many more times as they emailed claiming non receipt.
We also provided email (see attached) to arrange for 2nd kitten spay/neuter surgery where it will be paid by us. As they were told at time of adoption.
They were aware of the location as they contacted clinic directly to ask questions. See again email chain.
Client received all information timely, and Rescue cannot take blame for not knowing if they did or did not receive an email. Also, both husband and wife emailed separately and have different email addresses.
Attached proof via emails attached for BBB review.
Initial Complaint
07/13/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have contacted this rescue a couple of times regarding retrieving medical records for the two cats I adopted from them, Piglet and Owl. On June 28th, I paid in advance and met both cats and then on July 12th, I picked up both cats. In the email I received regarding adoption confirmation, it specified that I would receive the medical records at time of pick up which was on July 12th. I didn't receive any email or paperwork that day regarding their medical records. I also attempted communication with them twice this past week (July 10th and July 12th). Throughout this whole process, their communication has been so abysmal in trying to respond on time. it would take them several days to respond to simple, time-sensitive emails. All I want is the medical records that I was supposed to receive yesterday which I never got. The company also told me to schedule with them a spay and neuter session with the rescue within 2 weeks of adopting both cats since they will be providing the service for me. I have tried emailing them regarding scheduling the spay and neuter session and no response still. With how they have been communicating with me very poorly, I worry I wont receive the medical records which I need for their first vet visit on Thursday. I also need to make sure they can schedule their spay and neuter appointment within the next two weeks as they said.All I'm asking for are the medical records for Piglet and Owl as well as them setting up the spay and neuter appointment for ****** and Owl.Business response
07/14/2024
Adopter Picked up New pets on 7.12.24 after multiple times of rescheduling - Medical Records were provided via email on ******* after our adoption events were completed for the weekend and our volunteer was home to put together and send via email.
We are a small organization and only 1 person handles the medical records.
Customer response
07/26/2024
Complaint: 21985732
I am rejecting this response because:Hello,I had gotten a response from the rescue regarding the medical records, but have not heard back from them in seven days about following up with scheduling their spay and neuter appointments. I even sent a follow up email 2 days ago and no response. I need to reopen my complaint so I can get a proper resolution from this rescue to get the spay and neuter appointment scheduled.Thank you,*****
Sincerely,
*****************************Business response
08/06/2024
The clients neuter was scheduled for 8/2 which the email was sent and confirmed by the ********** and by the adopter. Emails are attached showing confirmations.
Customer response
08/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************
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