Anderson Hardware & Paint

[redacted]ial Business Response /* (1000, 9, 2015/07/30) */
After you informed us of the dog's condition, we offered to drive the 3 hours to pick up the dog and take it to our vet to be treated at our expense. You decided not to let us and instead decided to euthanize the dog. We are very hurt about...

your decision. Your dog's condition was treatable and even if there was only a small chance, we wanted to treat her.
At the time of adoption, you signed a contract stating that you were responsible for any medical fees you incurred after adoption. We are a rescue and can often treat dogs at our vet for a fraction of the cost. Such cost differences make a huge impact on the number of lives we can save. This is why adopters sign this agreement.
We are sorry for your troubles, but sorrier for the loss of our/your pup.
Initial Consumer Rebuttal /* (3000, 11, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We signed a contract, yes, stating that the dog had been checked by a vet and that to their knowledge the dog was healthy. However, later they stated that the dog may have gotten sick on the day of adoption. Because the dog died six days later from complications of a sickness acquired under their supervision, they should be held responsible for the fees incurred.
The dogs illness was not treatable as can be proven by our numerous doctors records. We did everything in our power despite any costs to bring the dog back to full health. When we called Diana's Grove Dog Rescue to ask what we should do, they suggested we should allow them to drive three hours to pick up the dog and three hours back to their vet. The dogs condition had progressed to a point in which waiting 6 hours for treatment would have been fatal for the dog. We chose to take the dog to a nearby vet. The dog's fever was taken immediately and was found to be 106 degrees. The doctor told us that this temperature was extremely dangerous and immediately took the dog to be emergency cooled down.
Later that day, we took the dog to an animal hospital and informed them to do absolutely anything necessary to bring this dog back to health, which they did. We received a call from the hospital two days later saying that the dogs pneumonia had progressed and that the dogs intestines had intussuscepted and the hospital, Webster Groves Animal Hospital, advised that for the sake of the dog, we needed to euthanize our dog, because the likelihood of survival in surgery at the advanced stage of pneumonia was very slim and would be extremely painful for the dog while impairing his livelihood severely through its life if it did survive.
Throughout this process, the Rescue has continually blamed us for choosing to put down our pet because we preferred it to taking their help. They have also been very rude to us saying that because they did not have the funds to help us, they would not be able to help dogs if they assisted us and stating, "Do you wish that more dogs would die?"
We do not accept their response because they voided their contract when they knowingly sold us a sick dog. They also have caused us continued pain in how they have treated us throughout our grieving process.
Final Business Response /* (4000, 16, 2015/08/14) */
We are sorry for this situation and our inability to resolved it. Like the Mc Millian's, our first concern was for the well-being of the pup. Our second goal was to spare the adopting family any expense. We presented two options and both were refused. My understanding of the situation is as follow:
The Mc Millians were told that their pup had an upper respiratory infection on May 9th. She was on antibiotics. [redacted] completed her mediation and came to PetSmart in Chesterfield the following weekend. She was adopted on May 16. At that time, we made it clear that we could not cover vet expenses in the St. Louis area but if there were problems, two options were available. 1) Return the pup to us for treatment. 2) Take her to one of two vets in the Chesterfield area that will see the pup at no charge for the office visit. As part of our adoption process, we ask all adopters to sign a paper stating that they understand that we will take the pup back and if they choose to go to their own vet, we cannot pay their medical expenses. [redacted] signed that agreement.
The Mc Millian's called at 9:30 on May 19th to say the pup was not doing well. At that time, we offered to have one of our volunteers pick [redacted] up, meet us half way and we would take her to our vet for hospitalization. At that time we offered to refund the adoption fee, cover all medical expenses from that point on and return the pup to them when she was well. The other option was to go to one of the two vets that we work with in the Chesterfield area.
The Gentle Doctor in O'Fallon and Tender Care in Weldon Springs both work with us and will bill us directly for service, consult with our vet, and make the costs more affordable. In the case of the McMillian's dog, had they chosen to go to either of these vets, the vet would have given the pup an injection to reduce fever, started her on IV fluids to reduce fever, and kept her until our volunteer could pick her up. They would have billed us for those services. We would have then taken her directly to our vet for hospitalization at our expense. The Mc Millian's refused. When they refused, I explained again that the cost would likely be close to $2,000 and we could not cover it. They said that their preference was to continue with the vet of choice. The first vet they consulted was Banfield.
Webster Groves is an excellence veterinary hospital and when they recommended euthanasia on the 22nd, 4 days after [redacted] became ill, I am sure it was an appropriate recommendation. We will never know what might have happened if we had gotten her on the 19th. I do know all expenses would have been ours. This is an on-going issue that has resulted in complaints via Facebook, to the Department of Agriculture and to you at the Revdex.com. We run our shelter on a limited income; as a not-for-profit, dog rescue. We take in 150 to 200 dogs a month. We have options in place to assure the care of every dog we adopt at our expense but as we explained to Mr and Mrs [redacted] at the time of adoption and when they contacted us because [redacted] was ill. We certainly support an adopter's choice of how to care for his or her dog, but we cannot pay for those choices.
We did refund the adoption fee but we can not reimburse the Mc Millian's for vet expenses that are significantly higher than the offers that they refused.
Thank you for your involvement in this issue.
[redacted]
Diana's [redacted]
(XXX) XXX-XXXX
[redacted]@dianasgrove.com
Final Consumer Response /* (4200, 18, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We made a call to [redacted]'s [redacted] on May 19th and informed them that our dog was appearing very ill and that we needed to take the dog to a vet. They told us they were coming to pick up the dog once they received our address. We informed them that we did not yet feel comfortable having the dog wait to be treated for 6 hours until they could drive to where we were located and back to their vet.
They did not tell us at all about the second option ("2. Take her to one of two vets in the Chesterfield area that will see the pup at no charge for the office visit.") or we would have gladly accepted. The only reason we were uncomfortable having them pick the dog back up was because we were not sure of how sick the dog was and we felt it unsafe to wait any longer, much less 6 hours or even three hours to have our dog arrive at a vet.
The fact that they did not give us this information can be proven through previous comments they have made publicly. The first is in a reply to a review my wife posted on their Facebook page where they stated, "We offered to drive the 3 hours to St. Louis and the three hours back to take the pup to our vet and have it treated at our expense." The second is in a reply to my review in which they said the the same phrase. The third is stated in their last Revdex.com response that reads, "After you informed us of the dog's condition, we offered to drive the 3 hours to pick up the dog and take it to our vet to be treated at our expense." I do not intend in any way to take any words of theirs out of context, so each full response can be found on their Facebook.
I understand that [redacted]'s [redacted] operates on a limited income, which is something else that can be found repeatedly in their comments. This is one of the issues that concern me. A shelter that takes in "150 to 200 dogs a month" is one that needs more funding, yes, but also one that needs to begin turning away dogs if it begins to effect the health of their overall population. I do not accept this business' proposed resolution because no resolution was offered and their replies continue to provide information that does not correlate with past stories.

Initial Business Response /* (1000, 5, 2016/09/07) */
We will be happy to review this person's complaint and respond with our documentation as soon as we can. We expect to begin a full investigation on [redacted] and will follow this response with our findings.
Initial Consumer Rebuttal /* (3000,...

7, 2016/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Received direct email response from Diana's Grove Dog Rescue on [redacted] as follows: "Our email response is on the email that you sent me. We will be sending you a refund of your adoption fee next week."
We were told on [redacted] we would receive a refund. On [redacted] we were told we would receive refund "midweek" Now in [redacted] email they said "next week"??? In response through [redacted] they say they will investigate beginning [redacted]
Final Business Response /* (4000, 9, 2016/09/09) */
We are an unfunded rescue with limited funds. All of our resources go to the care of our dogs. We will send you a refund as soon as we have funds available. Last week's email stated that we will be able to send that refund to you after this weekend's adoption event.
We clearly state our financial limits in the contract and we offer to provide vet care at our expense. And. we are sending a refund to you.
our [redacted] email to you said: I am so sorry to hear [redacted] has so many issues. We certainly would not have adopted her knowing of all those issues. While rescue pups often have some issues, [redacted] seems to have a more complex combination than we are used to. I know you are some distance from us but we would have been happy to take her back to our vet if we had known of the problems. If you would like for us to take her back still, please let me know.
I'm attaching a copy of some of the information you should have received when you adopted. I do apologize if you did not get it. It addresses Coccidea and Giardia as well as coughs and other common problems in puppies. Fleas have been a problem in our area and we have used Frontline with some success. We would suggest you try another product as that seems to have not been as successful as we would hope.
[redacted], and all our dogs, are vaccinated against the bordetella virus but, like a flu shot, it only covers that one virus. There are other viruses that do not yet have a vaccination. We do see some of that at the shelter. Our vets have indicated that without a vaccine, there is not a good treatment for these coughs but antibiotics will prevent the cough from causing complications. When one of the dogs at the shelter develop a cough they are isolated until well.
We do not have dog influenza at the shelter. Many of our pups do come in underweight and it takes some time to build up their overall body weight and immune system, it is sadly one of the issues of dogs and pups in our area who do not receive adequate care from the time of birth on.
We have no funds to assist you with your vet bill. Our vet would not have cost near that much. I'm sorry we could not have helped before it came to this. Because you have had so much cost so soon, we will refund your adoption fee. If you would like to return her, do let us know.
Again, I am sorry for her and for the unplanned expenses.