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:12/28/2024

  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 November 6, 2024, I paid Big Bones Canine Rescue to adopt my first ever dog who came to my home on November 18. Being new to dogs I didnt fully understand what I was taking on when I was told by the ****** home he was a scared dog. I hired a trainer for help, saw a vet and worked tirelessly with this dog for a little over a month. While I saw some improvement, the dog still peed and pooped all over my floor and his crate daily, sometimes multiple times a day. It came to the point where my resentment toward the dog was causing backward progress and I asked for immediate help from the ****** home (who was not fostering anymore, but I had no idea who else to contact). After some back and forth, I was told by the ****** home that Id missed a call from leadership but I had no trace of communication from anyone other than the ****** home. After I stated Id take the dog to the shelter, the company finally sent a different ****** person to get the dog. Only after all that did I hear from the leadership telling me I wouldnt get a refund because of how I handled the situation. The way I see it, Bog Bones is at fault because they should never have given me a dog like that for my first dog. And then when I tried to do the right thing, they waited hours to finally email me directly (no phone calls) after they received the dog and it was a demeaning and cruel email. All I want is for them to own up to their part and refund me the money I paid for a dog I returned to them. I only ever wanted what is best for the dog and wish him all the best.

  Business Response

  Date: 01/16/2025

  I wish we could upload all of our conversations to provide context, but unfortunately, the system only allows for five documents. Attached are a couple of screenshots of our text exchanges with the ******, showing our transparency about ******** behavior and the efforts made to address his concerns. It is evident from our communication that progress was being made with ******. On December 27, we were surprised to receive a one-star review on ****** (you deleted) from you, saying how bad of an experience you had. It came as a shock to us as we were not aware of any difficulties you were experiencing with ****** prior to this. On December 27 you also texted the ****** saying that you wanted to return him that day or the next day (December 28). Nevertheless, we immediately offered to take ****** back into our rescue. As an all-volunteer organization, we needed some time to coordinate and determine the best course of action for ******** return, Especially as you said, the previous ****** could not take him, We work full-time jobs, have kids, etc. this can take some time. You then turned it into that he needed to be out within a few hours or you were going to dump him at a shelter (thats a breach of contract). The ****** let you know several times that the administration was getting a game plan (again we are all volunteers) and you still threatened to dump him at the shelter several more times. You said you wanted to do whats best for him, but then didnt even give us a full day to take him back and you were willing to dump him at a shelter, which is definitely not in his favor. The way you handled it was truly concerning and, frankly disgusting. From initially stating that you needed him out within 48 hours, then changing it to just a few hours, to admitting that there was pee and poop on him and yet not giving him a bath, to even threatening to dump him at the shelter - we are appalled at the treatment he received while under your care. As an organization committed to saving and rehoming dogs, we are heartbroken to hear about how this particular dog was treated. We firmly believe that you should take responsibility for your actions and admit that you were aware of his behavior and were willing to work with him. According to our contract, you have seven days to return the dog and receive half of your money back. After the seven days have passed, you will not be eligible for a refund. We are more than willing to provide you with a copy of the contract for your reference. On a happy note, ****** is in ****** care (same one who picked him up from you on December 27) and is thriving and doing amazing!
  

  Business Response

  Date: 01/16/2025

  Attached is the contract she signed when she adopted with us.

  Customer Answer

  Date: 01/17/2025

  Complaint: 22739070
  
  I am rejecting this response because: Im asking for a refund due to the terrible business practices Ive experienced. My side of the story was never heard from my mouth by leadership, I was only put down and told lies. I had no idea who to ask for help due to complete lack of communication so I left a 1 star review hoping to get a response from someone who could help me. I dont appreciate or respect a business (volunteer based or not) who finds it more important to slander anyone who crosses them instead of putting forth effort to understand the customers side of the story in order to better their services for the people who are trying to do good.  Not every dog is going to be a good fit for every family and that should be recognized and accommodated by the business. This specific dog should NEVER have been released to a first time dog owner. I had multiple people astounded that the dog was adopted to me, including a veterinarian and a professional dog trainer. This experience makes me so sad and the way you can make it right on your part is by refunding the adoption money. 

  Regards,
  *****

  Business Response

  Date: 01/17/2025

  Its the way you handled it. As my initial email stated, the way in which you handled the return was not appropriate. If the situation had been addressed in an appropriate manner, we could have considered providing a refund. You say that you had no idea who to ask for help due to the lack of communication, but thats not true whatsoever because we never heard from you until the day you told us he needed to be gone, which was December 27. It is important to note that you had multiple avenues of communication available to you, but you chose not to use them (instead wrote a one star review, then texted the ******, demanding him out, then threatening to dump him at a shelter, etc). On the contract that you signed and received, it clearly states that in the event of any issues or concerns, you are to contact a specific number. Unfortunately, you did not take this step. Additionally, our website provides contact information for situations such as these, yet no attempt was made to reach out to us (you also knew about the email as you emailed us on October 5 inquiring about a dog). From the moment you texted the ****** on December 27, she was in contact with you. It's not like we told you we would take the dog back and then you never heard back from us. She stated multiple times that the administration was working on a game plan. There were so many options you could have taken to make this a smooth transaction but instead you handled it the way you did. You were aware of his behavior and you were up for it. Adoptions dont always work out and that may have been this case, but I wish you would have just done it in the correct way.
  
  On December 27, which was the first time we heard from you regarding having issues and needing to surrender, you sent your first text around 11:30 AM and by 6 PM the same day we had picked him up. You would think that you would have appreciated how quickly we got him removed. I'm also attaching a few more screenshots between the ****** and you to show the before December 27, the only thing we were aware of was him  making "huge strides' your own words. 

  Customer Answer

  Date: 01/21/2025

  Complaint: 22739070
  
  I am rejecting this response because Im asking for a refund.
  
  Thanks,
  Becky 

  Customer Answer

  Date: 01/21/2025

  Hello BBB,

  The only meaningful contact I had was with the ****** who had told me when I picked the dog up that she was no longer going to ****** with Big Bones. Ive attached my attempts to reach out to the company but ended up only able to get ahold of the ******, ******, through text. She told me that they were working on it and that leadership would call and later that they had called. I was starting to get desperate as the day went on. In the end, I only ever received the insulting email from leadership after the dog had been picked up. Id hit the end of my patience with the dog and needed help. They were very unresponsive to my cries for help.  The only person I was able to correspond with was the one whom I believed was no longer volunteering with them. She kept telling me they were working on it and trying to contact me but I heard nothing until 5pm from another ****** who came to pick up the dog.
  

  They have since renamed the dog Basil and are saying he is good for many types of homes and are charging $400 (vs the $300 I paid). See the website here: ********************************************************************************************;

  I should have never been cleared to adopt the dog as a first time dog owner and they need to have a more seamless process for dogs that dont work out. Not insults and arguments. 
  

  This company is deceptive and rude to anyone who they dont want to deal with. Thank you for your attention to this matter.

   

  *****