ComplaintsforThe Ontario Rescue

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The people working at this business get you to pay $500 for the animal & tell you that it includes vaccines and Spay/neuter, yet once they get your money they do whatever they can to make it so they don’t have to pay for it. They sent me an email Aug2 saying that I had by Aug5 to confirm 2 appointments that they make you take (no option for any other date) to 1. Get my paperwork from them & give them more money & the 2nd appt was her surgery. During Aug 2-5 I was dealing with an infection inside my bone that was eating my finger so I was going down(hour away) to my Dr and having surgery in his office & going back to check on the wound. All that to say I didn’t have time to dig thru my emails but once I did on the 7th, I replied but they denied me having my dog spade because I didn’t reply in time. I told them I was dealing with an emergency and she kept demanding proof. I was at work so I showed her my wound but she wanted all my medical records- which is illegal according to HIPPA laws. I told her I would take another appt but she said I had 24hrs to send my medical records or they won’t pay for my dog’s surgery. I sent her my ER diagnosis & the texts from the Dr after my visits but she said I had time to respond and I don’t get the service. I even sent her a text from my doctor saying that I had another appointment the same day(Aug 11)that she would’ve had to been spayed anyway so I couldn’t have made it anyway. She is trying any way she can to get out of the agreement they made to pay for my dog to be spay. I believe this is no way to ethically run a business and she has violated many HIPPA laws by demanding my medical records.

  Business response

  08/24/2022

  Our rescue provided your puppy with all of the vaccines she needed as stated on our contract. After your puppy received her last vaccine you contacted our rescue to find out when your spay appointment was going to be. You were told that your spay appointment was coming up and that we were following the timeframe on your contract. At the time of your adoption a contract was given to you which you read and signed stating that you understood our policies for having your animal vaccinated, microchipped, and spayed through our rescue. We have followed our contract as it was written on the day of your adoption. When your appointment was scheduled you did not respond to two different emails. After the timeframe for your appointment had passed you contacted our rescue stating you had had surgery on your finger. Based on the information you provided you still had time to respond to both emails. The emails were sent almost one week before your surgery. Also, you could have contacted our rescue to let us know that you had a surgery scheduled. All of the puppies from the same litter as the one you adopted from our rescue have been fixed. Please read your contract and everything is written very clearly. All of our spay/neuter appointments are made after each adoption is finalized. If adopters don't follow our contract it is stated very clearly that they will need to go to their own vet and have the animal they adopted from our rescue spayed/neutered by their veterinarian. Our veterinarian does not give us unlimited spays and neuters. We have rules and regulations that we must follow in order to stay in compliance with our veterinarian's policies. 
  

  
  

  Customer response

  08/26/2022

   I am rejecting this response because: The response they have given is a lie.  They DID NOT send 2 emails and I have proof of the 1 email they sent on Aug 2 (the day I had emergency surgery & have given them proof of my Dr appt) and they only gave me 3 days to respond, in which I was recovering and could not check my e-mail. I also DID call the Rescue many times to explain my situation and ***** told me to just wait for their e-mail.  That is when I received the e-mail that I have to give them my medical records (in which I did, even though its illegal for them to demand according to HIPPA Laws).  This business is clearly illegally trying to get out of their contract and according to your website there are many reviews of other people having this same problem with The Ontario Rescue so why are these people still taking people's money? What can the Better Business Bureau do to help this business stop their scam? I have all the e-mails to prove that they are lying in their response.

  Thank you for your time, if you need more information please call me at ###-###-####

  Thank You,

  ******** *******

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