Complaints

This profile includes complaints for All 4 Paws's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  All 4 Paws

  708 Petigru Dr Pawleys Island, SC 29585-6488

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  All 4 Paws

  708 Petigru Dr. Pawleys Island, SC 29585-5803

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:03/22/2023

  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.

  this is what I sent to the representative at all4paws: my daughter, **************, adopted a cat from All4paws through the Petco in Surfside on January 15, 2023. ****** is 22 years old and has grown up having cats. This was her first adoption of a cat on her own as an adult and is very familiar with cats and their behaviors, ***********. growing up with multiple cats. She took this kitten ******** was her name with All 4 Paws) and she was the only pet in the household and was very loved and well cared for. Sadly in February (only a couple weeks after adopting), the kitten started to show signs of breathing trouble. ****** took her in to VCA ****** hospital on February 10th and they sadly explained that the kitten had FIP. They said that there was a medication that is not sold in the ************* that she could possibly find through outside measures but even then the kitten couldnt come home, because it would need to stay on oxygen because she had declined so rapidly. Sadly that day, the vet said the most humane thing to do would be to put her to sleep. We did just that. The vet also explained that often young kittens will contract this awful virus at shelters/kennels and it is highly contagious. They suggested contacting the group she adopted the kitten from. The next week, ****** reached out to your alls office and left a voicemail, never to be returned. She called again a couple days later and talked to one of the volunteers to let them know what had happened and asked if she could speak with the person in charge of cat adoptions. We also felt it was important for you all to know because a whole litter could have been infected. The volunteer said she would pass the info along and someone would be calling her back. About two weeks later, my daughter received a voicemail while she was at work from a representative at your office leaving a voicemail asking how is your kitten doing now? Very odd, and I figure there must have been some type of miscommunication. She proceeded to call back again and got an email address for ******* (dont have a last name). The volunteer told her to email her paperwork and invoice from the vet to see if all 4 paws could do anything for her and just to speak about the incident. My daughter tried multiple times to send said email and it continued to get kicked back. She Called and left numerous messages for someone to call her backnever happened. I called myself on March 15th to verify the email address with a rep named *****, and she confirmed that was correct and I tried to send again. Didnt go through. I called again 3/15 and 3/16 and asked to leave a message for ******* to call me back. She never did. I called back today and was told when I asked for ******* that she was in a meeting (which is what my daughter and I have been told every time we ask to speak with her). ***** is who I spoke with today and she said I should send the information to you. So.after almost two months, here we are. I truly feel that All 4 paws should offer some type of reimbursement for my daughters vet expenses. On one of the many phone calls, a rep did tell my daughter that she figured they may wave an adoption fee in the future for her, but she is not interested in adopting from all 4 paws again. I want to ask you that after this fiasco and having a kitten for less than a month that had a virus that had to have been contracted before adoption, that you please consider reimbursing my daughter for her expenses. We are a cat family and have had our share of cats. This was highly dissapointing and the way that All 4 paws as an organization has handled this is honestly baffling to me. We live in a small community and Im not opposed to sharing my distain for this organization. I would greatly appreciate a response back and possible reimbursement of costs entailed.

  Business Response

  Date: 03/23/2023

  ****** adopted ******* as a healthy cat.  She even states so in her complaint.  Within 3 weeks, it became ill and she took it to a vet.  Our contract does not guarantee the long term health of a living animal.  FIP is a disease with no ability for us to test for in advance.  Our contract states that the adopter is responsible for the animal once the adoption is complete.  I even went above and beyond by reimbursing a portion of their medical expenses because I felt bad for the situation.  We were under no obligation to do so.  I did not refund the initial adoption fee due to the fact that it could negate the signed contract.  

  We are very sorry that the cat became ill and understand the emotional toll that takes on the adopter.  Our cat coordinator responded in a timely fashion, but was in no position to offer any reimbursement at the initial time ****** reached out.  Our director agreed to bring the situation to the board to see if we were able to reimburse for some of the medical and asked for the invoices to do so.  Our director received the invoices March 4th.  The board met March 16th and the check was written and mailed on 3/23/23.  During that time ******'s mother, ******, called our front desk daily getting more and more aggressive in her tone to my volunteer front desk ladies.  Again, we were under no obligation to reimburse anything due to our contract.  I feel like we have gone above and beyond what our responsibility to the situation was.

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19636619
  
  I am rejecting this response because:

   

  I don't necessarily have a lot more to say except that they DID NOT respond in a timely manner and I was NEVER aggressive to their staff. I was frustrated because it took over a month to get anyone to respond to my calls and/or emails. I am glad they decided to reimburse part of the fees. thank you.
  
  Sincerely,
  
  Brooke Surface