Complaints

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• Initial Complaint

  Date:02/26/2025

  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.

  A ****** dog died during transport because they didnt take the proper precautions during transport. A dog died because of this rescues neglect. They are trying to cover it up.

  

  Business Response

  Date: 02/26/2025

  We deeply regret the tragic loss of the dog in question and understand the emotional toll it has taken on all involved. The safety and well-being of the dogs in our care are of the utmost importance to us, and we took this incident very seriously.  On the day this dog was transported, the transporter used the leash and collar provided by the complainant and did not add an additional slip lead as we direct all transporters to do.  The dog got loose and ran into traffic and was stuck and killed.
  

  Following this unfortunate event, we immediately took corrective action to strengthen our transport and safety protocols. We implemented a written Dog Safety and Transport Policy, ensured all volunteers reviewed it, and required signatures acknowledging compliance. We spoke with all of our volunteers about the importance of having two methods of securing dogs during transport and during walks.  We also made sure that all team members had the necessary equipment, including appropriate leashes, harnesses, and leads, to prevent similar incidents in the future.

  While we recognize the fosters grief and frustration, we believe that addressing mistakes constructively leads to better outcomes for the rescue and the dogs we serve. The transporter involved was deeply remorseful, and while the situation was heartbreaking, we felt it was important to focus on education, policy improvement, and preventing future incidents rather than publicly shaming an individual who made an error. Because we would not do so, the complainant took to social media to publicly damage our reputation.  She also filed this complaint. 

  Our rescue is committed to learning from every situation and continuously improving our practices. We appreciate feedback and will always strive to uphold the highest standards of care and safety for our dogs.

  Sincerely,

  ***** ********, Director, CrisisDogsNC

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22993074
  
  I am rejecting this response because:

  you wont acknowledge the dog who died. You covered up the incident and no one in the rescue or public know. 
  You also said youd be willing to discuss the incident with anyone and then proceeded to block anyone who brought it to light. You are choosing to hide Coppers death. 
  
  
  Kat Voli