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:02/09/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  I purchased a kitten on Dec 4th 2022. At the time the kitten was sick. It had green snot coming out of his nose and was sneezing and shooting snot rockets all over himself. I asked the young lady who rang me up at the time. "He is sick. What is wrong with him?" She said "oh it's just a cat cold, it is common with cats who are around each other". She also stated "it will clear up in a few days once he is away from the other cats". I had already purchased the kitten and was getting ready to walk out the door when she said this. I said 'ok what if it's not just a cold?" She said you can return the kitten for $100. I paid $75 for the kitten plus spend another $125 dollars on supplies so I spent $200 on this particular day in supplies For two weeks this kitten sneezed and gagged and shot bloody snot rockets all over my house. He was not getting any better. I took him to the vet. He received some antibiotics. This visit was 146 dollars. I have the receipt I can send you. The antibiotics are given for 10 days. After the 10 days. The kitten was still sick. I waited a week or so to see if i'd clear up. He still remained sick. I took him to the vet again. So two vet visits in two months. This vet visit was 250 dollars. He received a shot and another round of antibiotics. It has been over two months and this kitten is still sick. I do not want to return the kitten because he is part of my family now. What I do want is reimbursement for the two vet bills that I've had to pay in two months since getting a severely sick kitten from this rescue. I spoke with the owner of this rescue and she informed me I had 7 days to tell them if something was wrong. There is no way to know in 7 days that the kitten was continue to stay sick two and half months and on going. The owner asked for the invoices. I sent them via ******** ********* like she acted. The owner then blocked me from contacting her further. Issue still has not been addressed. I'd like to be reimbursed for the vet bill.

  Business Response

  Date: 02/09/2023

  As per the contract Ms. **** signed she was to take the kitten in to a vet within 7 days. Her first invoice shows a date of 12/27/22. This is clearly a breach of contract. To add to the matter, Ms. ****s decided to wait 9 additional weeks before reaching out about her concerns. All our kittens get a clean bill of health prior to adoption. I am in close contact with the pet store and anytime there is an issue with illness, we at MHKR are immediately at the store and bring the kitten back to our facility for observation/treatment. Our review of the case with Ms. ****s has determined her to be ineligible for a refund due to breaching the contract.

  Customer Answer

  Date: 02/10/2023

  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. 
  
  
  I did not inform anyone because the lady at the pet store stated that the sickness would clear up. So I waited as instructed by the pet store. When the sick kitten did not get better I took him to the vet. It took me two weeks to get someone to respond from the pet store. I did in fact try to contact customer service many weeks prior to contacting the rescue as I did not know that the pet store would push this issue off to the rescue. If i do not get a refund then that will be ok. I simply need help for the kitten. I do not want the kitten to die because the rescue or pet store refuse to help. There has to be some kind of solution to this issue. This is the response to her email. 

  Like I said I simply want to resolve this issue and help our poor sick kitten. Thank you for your time. 

  Magnolia Hope,
  Ok we can come to the agreement that 
  I understand that you will not refund for the vet visits. But you are a kitten rescue. I am telling you that I have a sick kitten from your business and you have not offered anything to help. No new resources. Nothing. Not even advise on what to do next with our sick kitten. You just simply said nope nothing we can do. That is unacceptable. I did not reach out until now because I spent 2 weeks trying to get ahold of the pet supermarket only for them to push this off onto you. I want help for my kitten. 
  
  
  ******* **** 
  
  Regards,
  
  

  Business Response

  Date: 02/10/2023

  As stated before, Ms. ***** waited 9 weeks to contact us. She claims the kitten is horribly sick, but video attachment shows differently. Also, letting a supposedly sick cat groom another was not the best choice on Ms. ***** part. We offered to take the kitten and we could have him checked at our vet, but she only wants money. This case is officially closed on our end and has been reviewed by a legal team that determined Magnolia’s Hope Kitten Rescue is in no way responsible for any reimbursements.

  Customer Answer

  Date: 02/10/2023

  Better Business Bureau,

  Just because another cat is grooming the smaller kitten does not mean he is not sick. As i stated in our messages both of the kittens are sick. But no worries. We will drop the issue from here and hope that nobody else gets kittens from this rescue. I did say over and over that I did not want a refund at this point. I wanted help for the sick kitten. I also did not say he was horribly sick I stated he is STILL sick as in ongoing sickness. Good Luck in your business. No need for any further contact. Thank you!!
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ****