ComplaintsforSATOO Reptiles & Aquatics

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a reptile from satoo and had it tested for a virus that is commonly found in these reptiles. satoo offers a health garentee for their reptiles. It is commonly known these infected reptiles have to be euthanized. After the reptile tested positive for the virus i contacted satoo and was told it doesnt comply with their health garentee

  Business response

  08/18/2024

  This customer ordered a snake from our business on 6/28/24. On 7/30/24 he messaged our company and said the snake we sent him had a virus(over 30 days after purchase). We do have a health guarantee, but it is 7 days, not 30(stated on our website and agreed upon in order to purchase from us). We even have wiggle room on that timeframe in some scenarios, but not an extra 20+ days. In addition, it’s important to note that he keeps a large collection of a snake species that is well-known to carry the same virus. So given the timeframe, and the fact snakes don’t have to show clinical signs of infection in order to be infected(he mentioned the snake in question was acting completely normal), it is more than plausible that the snake was infected from his collection(ESPECIALLY given the timeframe). Ultimately, the issue he’s citing here is well beyond any guarantee we offer, and it cannot even be confirmed that this animal came to him with the disease. Also important to note, he disputed this transaction already with his financial institution, and the dispute was decided in favor of the business(SATOO). 

• Initial Complaint

  05/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In Feb 202 we purchased an Emerald Tree Boa from Satoo for $445 - along with 2 other snakes that day. Once getting her home we realized she was in very poor health - we took her to the vet and they did blood work, tube fed her and her blood work came back she was very ill - we had to take her back to the vet to be fed again as she is too weak to eat and was dehydrated. I emailed the store offered them all the records and vet bills which in 2 visits were $571.57 - they blamed my vet for making her sick and said I should have contacted them before doing anything about it. They said there was nothing they could or would do for me. I am making monthly payments on this snake through Affirm which I plan to contest because I don't believe we should have to pay for a snake who is gravely ill and will more than likely die due to the things she has. She was wild caught and sold to us sick. She could have a condition called IBD that could kill the other snakes we have and that test to determine that is $320. Satoo is willing to do nothing for me yet they sold me this sweet girl sick.

  Business response

  05/25/2023

  Our response here will be a copy of the email I sent to her in response to this complaint(she sent separately from BBB). 
  

  *note* No ‘blaming’ of the Vet whatsoever, just stating that vet visits can be stressful. Also, keep in mind she picked this animal up in-person at the shop in February, and never heard anything about its health or any issues until May. 
  

   

  Hi *****, 
  Sorry to hear that you’re having issues with the Snake. Unfortunately, this far into the situation, there isn’t much we can do for you from a financial perspective. We always encourage any customer to contact as soon as possible if they’re having any issue with an animal. If this were the case, there would have been more we could offer, especially with advice. But contacting us 3 months and numerous vet visits after purchasing it, makes it hard for us to help too much. In addition, this is a wild caught snake, which was clearly stated in the listing you purchased from. There is always risks with purchasing a wild caught animal, which is why we sell our captive born Emeralds at almost double the cost. What you’re experiencing is not uncommon with wild caught animals, especially Emeralds. And Contacting us right away would have likely helped this situation immensely. With all of the imported animals we have dealt with over the years, there are plenty of tricks and tips would could offer, that would have likely prevented a vet visit. Although vets can be helpful, vet visits, tube feeding, etc can cause serious stress on an Emerald, even a couple month after purchase. 
  
  
  In regards to possible IBD, I’d say it’s highly unlikely. IBD most commonly affects captive snakes, not ones that originate in the wild. And if it somehow contracted the virus since it was in our care(also unlikely), it would be very improbable that it would be showing clinical signs so soon. I’m not saying it’s impossible, so it’s your call on getting the test, but having been such recent import, it’s hard to believe it is. 
  
  
  So although there isn’t anything we can do monetarily at the point unfortunately, we are more than happy to give advice to help turn the animal around. Please let me know what your setup is like(a picture would help), and temps/humidity ranges for daytime and nighttime. 
  
  SATOO Reptiles + Aquatics
  7593 Brookpark Rd
  Parma, OH 44129
  (216) 862-4973
  www.satooreptiles.com

  Customer response

  05/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I DO NOT BELIEVE THE STORE DID NOT THE SNAKE WAS SICK WHEN THEY SOLD IT, I BELIEVE THEY SOLD IT KNOWING IT WAS SICK, IT DID NOT GET THIS SICK IN THE SHORT TIME WE HAD THE SNAKE, I DID NOT CONTACT HIM SOONER BECAUSE WHEN I CONTACTED HIM REGARDING A PREVIOUS INCIDENT IN HIS STORE WITH HIS STAFF ABUSING AN ANIMAL THAT WE PURCHASED HE DID NOTHING BUT SAY HE WOULD LOOK INTO IT, I BELIEVE THIS STORE SELLS SICK ANIMALS AND DOES NOT CARE ABOUT THE ANIMALS THEY SELL NOW I HAVE SPENT $575 ON VET BILLS IN 2 MONTHS AND I STILL HAVE TO PAY FOR THE SNAKE I BELIEVE THEY KNOWINGLY SOLD SICK. 

  HE DOES NOT CARE ABOUT HIS CUSTOMERS OR HIS ANIMALS. THERE IS NO WAY THEY DID NOT KNOW SHE WAS SICK WHEN THEY REC'D AND SOLD HER
  
  Regards,
  
  ***** ********
  
  
  
  
   

*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. ↩