Complaintsfor24 Hour Golf Rose Animal Hospital

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  MISSING SINCE 5/24/2024: **** ****, my 15-year-old domestic short-haired grey and white cat with grey coloring, white paws and a black beauty **** on her nose, was stolen on April 30, 2024, but brought into Golf Rose Animal Hospital for the second time in two months. A police report exists for both thefts. She had a pink collar on when she was found in **********, **, and brought to ********* Hospital by ****************************************. I had phoned the hospital 4-5 times and emailed a photo of **** and finally received a confirmation email from a hospital staff that **** was indeed in the hospital's care on May 4 or 5, 2024. We agreed that I would pay for **** to be boarded and would pick her up on Friday, May 24, 2024. I missed a phone call at 8:32 a.m. from the hospital and was told that she was given away to a undisclosed rescue shelter far from **********, **, when I arrived at ********* to pick her up at 5:52 pm. The staff member who made this decision refuses to disclose ****** location and told me that it's unlikely that I will see ****** photo for fostering and adoption. I'm hoping that the individual who took **** at 9 am on Friday, May 24 from ********* Hospital will contact me, so that no one faces criminal prosecution.

  Business response

  10/15/2024

  On May 6, 2024, a gray and white cat was brought to ******************* by the ******* Estates Police Department for stray hold. Upon arrival, Golf Rose *** Lodge indicated that there was no identification on the cat and a microchip was not detected when the cat was scanned.
  Ms. Kasumi Wada had contacted ******************* on May 3 regarding her lost cat, ****.  Based on her description, some handlers at ******************* thought this stray cat could be ***** so ******************** called Ms. **** upon intake (May 6) to check on her cat. Ms. **** told ********* management that she was in **********. On May 6, a letter was also sent to Ms. ***** last known address explaining that Golf Rose is a stray hold facility and after the hold period, a rescue group may take stray animals in an attempt to rehome them. Management explained to Ms. **** that if she thought the cat was **** that she needed to be picked up by May 13. Management also left voicemails for Ms. **** on May 9 and May 11 regarding the cat.
  Because of ongoing conversations with Ms. ***** Golf **** *** Lodge kept the cat in its custody well past the standard hold date. Ms. **** was told to come in and see if the cat was hers, pay fees and pick up the cat by May 24. On May 23, Ms. **** said she would come in on May 24 by 9 a.m. to pick up the cat. On the morning of May 24 at 8:48 a.m., ******************** called Ms. **** again to ensure she was coming. Ms. **** never showed up on May 24, and the cat was relinquished to a local rescue group. Rescue information is kept confidential by Golf Rose *** Lodge in an effort to keep the rescue group employees and animals safe. Golf Rose provided the rescue group with Ms. ***** contact information and it was up to the rescues discretion to reach out or not.
  
  
  ******** ******
  Marketing & Development Manager

  Customer response

  10/25/2024

   
  Complaint: 22268786
  
  I am rejecting this response because:
  These are CORRECTIONS and MY responses to Golf Rose Hospital's response (copied and pasted below) in BOLD. I will also be forwarding emails from the time Golf **** responded to my initial inquiry about **** being lost and her whereabouts. I spoke to the hospital's representatives twice by phone. ON THURSDAY, APRIL 23, A HOSPITAL EMPLOYEE TOLD ME THAT SHE WOULD CALL ME AT 10 A.M. *** ON FRIDAY, APRIL 24, TO SCHEDULE A PICK-UP TIME FOR ****. I NEVER SAID THAT I WOULD PICK HER UP AT 9 A.M. IT'S MY UNDERSTANDING THAT AFTER I WAS CALLED BY THE HOSPITAL AT 8:32 A.M. ON FRIDAY, APRIL 24, INSTEAD OF THE AGREED UPON 10 A.M., WHEN I DID NOT RESPOND, THE OLDER FRONT DESK STAFF MEMBER IMMEDIATELY CALLED A SHELTER AND GAVE AWAY MY **** TO A RESCUE SHELTER AT 9 A.M. THIS IS THEFT. I DID NOT RETURN THEIR CALL, BUT WENT TO THE HOSPITAL AT 5:52 P.M. ON FRIDAY, APRIL 24. THE DOORS WERE ALREADY CLOSED EIGHT MINUTES PRIOR TO THE STORE'S LISTED CLOSING TIME. I CALLED IMMEDIATELY AND WAS TOLD THAT **** HD BEEN GIVEN AWAY AND THAT I WAS STALKING THEM AND THEY WOULD CONTACT THE POLICE. I ASKED THE OLDER STAFF MEMBER WHO WAS EXTREMELY RUDE IF ****** PHOTO WOULD BE POSTED FOR ADOPTION. SHE REPLIED THAT HER PHOTO WOULD NOT BE POSTED. THIS IS NOT COMPLIANT WITH ILLINOIS PET RELINQUISHMENT LAW AND I DID NOT AUTHORIZE THE HOSPITAL TO STEAL MY PET CAT. 
  
  I will forward all communications regarding this matter. If you need ANYTHING, please ring me at ************. Thank you. 
  
  MESSAGE FROM BUSINESS:
  
  On May 6, 2024, a gray and white cat was brought to ******************* by the **************************************** for stray hold. Upon arrival, Golf Rose *** Lodge indicated that there was no identification on the cat and a microchip was not detected when the cat was scanned.
  Ms. Kasumi Wada had contacted ******************* on May 3 regarding her lost cat, ****.  Based on her description, some handlers at ******************* thought this stray cat could be ***** so ******************** called Ms. **** upon intake (May 6) to check on her cat. Ms. **** told ********* management that she was in **********. On May 6, a letter was also sent to Ms. ***** last known address explaining that Golf Rose is a stray hold facility and after the hold period, a rescue group may take stray animals in an attempt to rehome them. Management explained to Ms. **** that if she thought the cat was **** that she needed to be picked up by May 13. Management also left voicemails for Ms. **** on May 9 and May 11 regarding the cat.
  Because of ongoing conversations with Ms. ***** Golf **** *** Lodge kept the cat in its custody well past the standard hold date. Ms. **** was told to come in and see if the cat was hers, pay fees and pick up the cat by May 24 (REFERENCE EMAILS WITH THE MOST RECENT DATED MAY 17) . On May 23, Ms. **** said she would come in on May 24 by 9 a.m. to pick up the cat (I DID NOT STATE THAT  WOULD COME IN AT 9 A.M. WE AGREED THAT THE HOSPITAL WOULD CALL AT 10 A.M. CST). 
  
  On the morning of May 24 at 8:48 a.m., ******************** called Ms. **** again to ensure she was coming. Ms. **** never showed up on May 24 (THE HOSPITAL STAFF AND I AGREED ON MAY 23 THAT SHE WOULD RING ME AT 10 A.M. CST ON FRIDAY, MAY 24. I NEVER AGREED TO COME IN AT 9 A.M. SINCE I WORK.), and the cat was relinquished to a local rescue group. Rescue information is kept confidential by Golf Rose *** Lodge in an effort to keep the rescue group employees and animals safe. Golf Rose provided the rescue group with Ms. ***** contact information and it was up to the rescues discretion to reach out or not.
  Sincerely,
  
  Kasumi Wada

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