ComplaintsforA Canine Gem

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction date: 12/27/2023 Amount paid:$350 It was a deposit to hold a dog at the shelter for 1 week until I was able to travel to pick up the dog. One day later, my family and I had a change of mind as we decided the dog was not the best fit for my home. As we were told the dog had killed a 10 month old kitten. There were other factors contributing to this decision, however I reached out to the director, Hillary, asking about getting a refund and I do not get a response to the message. The next day I called her to confirm she even got my message, and she stated she was unable to even talk to me and deal with my issue because a dog had died overnight and I had contacted her outside business hours. She rushed me off the phone in a very unprofessional manner. I never signed any contract stating the ***** transaction was non-refundable, nor did she explain that to me in our correspondence.

  Business response

  01/02/2024

  On December 26, 2023, A Canine Gem Rescue received an application from ****** ********* at 9:19PM.  As it was submitted after business hours (we close at 6PM), ****** was contacted by Hilary D**** on Wednesday, December 27th.  A lengthy discussion about **** was had talking about her background so ensure that ****(a French Bulldog) goes to a home that could meet her needs.  Hilary told ****** that A Canine Gem does not hold dogs unless there is a non refundable deposit paid.  This deposit gets applied to the adoption fee and that A Canine Gem Rescue then gives the adopter 1 week to arrange pick up of said dog.  ****** was amenable to this and wanted to ensure that no one else adopted **** in the interim.  **** was taken off our website and social media platforms shortly after receiving the deposit.  There were a couple of lengthy phone and text conversations with ****** about a pickup date/time on Wednesday, 12/27 before and after the deposit was received.  I did agree to meet ****** close to my home on New Year's Day(even though A Canine Gem Rescue is closed) which would have saved ****** a little over an hour of a drive to pick up **** as she was coming from over 4 hours away.  We agreed on a noon pickup on January 1, off exit 35 of I87.

  I did not have any communication with ****** on Thursday, 12/28 until her text at 8:01PM stating that she would no longer be able to take ****.  This was text was not received until Friday at 9am when A Canine Gem opens for business.  She stated in her text, "I tried, but not everyone is on board with the idea of having a dog here."  Unfortunately around 3AM that day, one of Hilary's dogs passed away at the age of 17 years old.  This was a very difficult and sad time for Hilary and her family.  A Canine Gem was closed for business this day due to the family circumstances. Hilary had put her dog in her vehicle to be brought to the crematorium and was having a tearful moment with her family saying goodbye to their beloved pet of 15 years.  A call came in on the Rescue phone and Hilary did answer the phone and it was ****** wanting to make sure that Nicole's text had been received which Hilary told her yes.  Hilary explained her family situation and ****** was rude and had no sympathy about Hilary's situation.  ****** told Hilary that if the deposit was not returned by Saturday, 12/30, ****** would file with the Better Business Bureau.  Hilary stated to ****** that the deposit as stated before was not refundable as we had taken **** off all of our sites as agreed upon and that clearly ****** filed a false application, as the before an applicant can file the adoption application, the question to "Have all household decision makers agreed to start and adoption process with ACGR? if no, STOP, you will not be able to proceed with your application process)."  Clearly ****** was not truthfull and checked yes so she could proceed.  This contradicts her text which she admits that she could not get her family on board with having a dog not for the reason she stated about why she was not able to adopt.

  I  have attached:  Nicole's text stating she could not adopt **** and asking about the deposit,  the receipt for the deposit, the first page of the adoption application , and Nicole's adoption application.

   

  ACGR takes non refundable deposits on many dogs to hold them for adopters as adopters come from miles away to adopt many of our dogs and work with our program.  ****** was told several times how the process worked via phone conversations.  ACGR did what was agreed upon. 

   

   

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