Complaints

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• Initial Complaint

  Date:05/23/2024

  Type:Sales and Advertising 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.

  I adopted two cats from Julias jungle (mountain empire vet) on April 9th 2024. ****** and Iko. Once getting the cats home, I realized ****** (a female feline) had a ton of dried p*** stuck to her fur. I shaved her **** trying to get her cleaned up and help her. Doing so, caused us to figure out that she had a leaking b******* and ruptured oil glands. We were incredibly heartbroken and had to return her to Julias jungle due to not having hundred to thousands of dollars to spend on her surgery needed. They didnt care and put her right back in adoption room to be adopted out as is. We kept *** as he acted and looked 100% fine and healthy. We still wanted two cats, so we put our trust in Julias jungle and adopted another cat from them named eep. Again, we had to return her due to her physical health problems and not taking care of herself. Today, May 23rd, 2024 I decided to take our adopted cat, Iko, to a different vet. I had a gut feeling that Julias jungle adopts cats out and does not tell anyone of their health conditions given our experience. Unfortunately, I was right. *** has a severe heart condition that makes his life expectancy low. He is only 5.5 years old. The new vet we took him to was able to diagnose him within 5 seconds just by listening to his heart. We now have to pay for a bunch of testing to try and help this cat that we have already fallen in love with and do not want to lose. I went in to Julias jungle to explain to them what is happening and both the receptionist along with the vet tech treated me horribly and spoke to me like I was stupid while laughing in my face for crying. They focused on my passed away cat and his condition instead of their adoption cats. The vet tech also swore to me that Iko was 100% healthy and okay to be adopted out. However, the vet we took him to told us that this heart condition develops within the first 2-4 years of a cats life.

  Business Response

  Date: 05/31/2024

  To whom it may concern;
  
  
  First and foremost I would like to assure you that every pet that is surrendered to Julia's Jungle is given a thorough medical exam by our DVM on premises. Before they are offered for adoption they are spayed/neutered, vaccinated, microchipped and given any necessary dental or medical care and medications should a medical condition be identified. We are very transparent with our adopters regarding any known medical conditions and the approximate costs of managing them before allowing an adopter to take any of our pets home. Of course it is possible that any pet can develop a medical condition at any time after adoption or that an existing medical condition may not be evident during their intake exam. In this case we offer low cost medical care at our veterinary clinic that is available for the lifetime of any pet adopted from Julia's Jungle and have a compassion fund that can help with medication costs for qualifying clients who wish to keep their pets. If the adopter finds themselves unable to care for their pet for any reason we will always take them back into our care no matter how much time has passed since they were adopted.
  
  
  We do see that you have adopted three cats from Julia's Jungle and subsequently returned two, however we were not made aware of any medical conditions that existed for either cat upon surrender nor were we provided with any medical records stating that either of them needed surgery.
  
  
  I spoke with you when you came into the clinic to ask for your money back for the adoption fee of Iko. You stated that we had adopted multiple sick cats to you and that you had also brought a 4th cat to our veterinary clinic for care that you adopted from another adoption center (who has no affiliation with Julia's Jungle) after he also developed medical problems shortly after you brought him home. You stated that after he did not get better with the treatment plan we provided you took him to the emergency clinic who told you that we "didn't know what we were doing" and diagnosed him with something different from our original diagnosis. I attempted to explain to you that the diagnosis you claim the emergency clinic gave you is not on the rule out list of suspected diagnoses in the medical record they provided to us after your visit and in fact they were unable to do the necessary diagnostics to confirm a definitive diagnosis at all. You became very upset and shouted "I don't give a (expletive) about your records! I'm more worried about the cat I still have!" I then attempted to tell you that we contacted ****** vet, who you state examined and diagnosed Iko, to get those medical records and more information about his diagnosis and the receptionist told us they had no record of you ever bringing him in. The gentleman in the room with you then spoke up and said he had taken him in under his name. I asked if he was the person listed as your significant other in your chart so we could try to contact ****** vet again to find a record of his visit. At this point you both stood up, yelled at me to "go (expletive) myself" and as I attempted to follow you out of the room to walk you out of the clinic the gentleman accompanying you forcefully slammed the door in my face, hitting me with the door. 
  
  
  Even though your behavior at our facility was totally unacceptable we still very much care about *** and, as stated in the adoption contact you signed, we are still more than willing to take him back if you are unable to provide the medical care you claim is necessary to preserve his quality of life. We still have not been able to verify his visit with ****** vet or his diagnosis but would very much like to do so so we can make sure he is taken care of.
  
  
  Thank you!

  Customer Answer

  Date: 06/05/2024

  The adoption center front desk at Julias Jungle was made fully aware of the medical complaints in detail. We not only told them but showed them as well. They showed zero concern. The day we went to *********************** with *** is the same day we came and spoke to you. I do have a witness that was in the room next to us that could hear everything and left because of how you treated us. She grabbed me as we were leaving and gave me her name and number and also said she would be writing a review on ******* My fianc and I don't handle things with screaming, yelling, cussing at others and especially not slamming doors (which opens outward and would be hard to slam in the first place). When we were going out the door you were already back at your desk laughing at us and shaking your head. Crying, which is what we were actually doing, is because we get attached to these animals we have to return. It is heartbreaking. I refuse to sit in a room and be laughed at while you try to intimidate me. THAT is why we walked out. It was clear you were not going to help us or form a resolution and it was a waste of time trying. You posting lies about the situation makes you look worse than when we started. No wonder there are so many reviews about how mean you all are. If you would have informed me you for some reason were calling the ****** ********** then I would have explained it was under my fiancs name and that we have renamed the cat (Jinx). We adopted him in my name as he is my service animal. We would have provided you all the information needed (before you made the call) if asked, instead of insinuating we are liars that didnt actually take him to ****** ********** and you calling behind our backs. The vet in ****** knew within 2 minutes what was wrong with him. I have loved each cat I've adopted from you. The 4th cat you are referring to is/was my service animal for many years. I'm still confused why you referred to him as being dead along with his other owner that committed suicide. I told you they are both deceased and asked you to stop bringing them up, yet, you continued. You are cold and want to say things that hurt people. You do a good job at that. That doesn't make me want to run it makes me want even more to get a resolution. Immediately after leaving your business, we drove out to ***********************. The receptionist there both called to confirm that *** was in fact there that morning as well as requested your clinics email so that they can send full records and visit notes. They have confirmed to me over phone today that they did send the records over to the email provided by your front desk. So, let's go back to my original complaint to see if you can be a professional and address that. I am happy to repeat my request for resolution as well. I do not wish to return Iko. I would like a full refund for Iko as well as Eeep in the amount of $200.00 as well as provide ALL of the testing, free of charge, in your office of what is needed to treat Iko or pay the full amount for ****** ********** to do the testing (attached are the estimated quotes for the testing as well as his medication and all vet bills/notes from his visit). I feel that this resolution is more than fair. I am not sure why you put all of these lies but you should read what you wrote and how ridiculous you sound. 
  Sincerely,
  
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