ComplaintsforNebraska Humane Society

• Initial Complaint

  09/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our recent foster to adopt (dog) experience through them was a nightmare. I’m grateful for the newest member of our family but disgusted with this “humane” society. They were not transparent about health issues (gave me a dog with kennel cough either knowingly or were neglecting him to the point they didn't know he clearly had it which cost us hundreds to treat our existing dog for), did not have him up to date on his shots and then wouldn’t give them to him when I came back at the time they told me to and proceed to make up a story replying to my ****** review on this to make it out to be my fault. The lack of accountability was truly astounding and the whole experience doesn’t leave me shocked they’re allegedly experiencing a mass exodus of vets and vet techs. If people are expecting to adopt for a flat fee and get a dog that was well cared for while in their custody, I’d suggest going elsewhere. If this is the public facing behavior they’re choosing, I can only imagine what goes on behind closed doors. It breaks my heart to think of neglected dogs ending up @ NHS only to be further neglected and the burden they’re knowingly placing on well-intentioned adopters. While their puppy cart videos are adorable, the actions I’ve seen firsthand from them are v far from it. I'd been told by at least four different employees that our new dog's medical records had been sent to our vet prior to his 1st visit. Not only were they not sent but, when they made it there eventually, we found out there were more items the NHS neglected to provide the dog prior to adoption that came out of our time and money. Two months later, they still have not paid the rabies bill they said they would. I adequately cannot express my distain for NHS after this experience and, with their continued inability to make good on their word, want to share with everyone to prevent anyone else from being in this position.

  Business response

  10/02/2023

  *******
  We handle some 18,000 animals a year, and sometimes we do make mistakes. The lack of rabies shot is our fault. We simply didn't do it and thought we had. As our policy IS to provide initial shots, the adopter was told she could come back during business hours for a "vet in" to get the shot.  We have veterinary presence at NHS every day but Sundays. She was told she could come in on Saturday, as she works and could not get into the shelter during the weekdays.  Unfortunately, the Saturday she came in, the solo vet was working on an emergency case with a cat and had no timeframe for being able to stop and offer a rabies shot. The adopter did have a vet visit for her dog set up, so we told her we'd check to see if she could get the rabies shot there and NHS would cover it. She was then called back by the supervisor who confirmed this. *The rabies bill has been paid as we just got the invoice from the clinic. We know this was weighing heavily on the mind of the adopter as she called us regarding it, but, understandably we can't pay a bill until the veterinarian sends it. 

  Vets:
  The alleged mass exodus of vets and vet techs is just that, alleged. It's a rumor that was started and has gotten "legs", but has no merit. One of our veterinarians left to start up a surgical program at another shelter. We still work closely with her. It’s true we have lost some veterinary technicians to private practices. They don’t handle the volume NHS does and don’t usually see as many heart wrenching cases. But veterinary technicians are in short supply across the nation. We know of many vets in town who have cut back hours and even days of service due to the vet tech shortage. Omaha lost one of its accredited programs, Vatterott College, and so we and the private sector are all trying to hire from the same small pool. 
  Kennel Cough:
  Every dog at the shelter is at risk for developing kennel cough, even though we vaccinate on intake. The shots have a lag period until they get into the system to adequately protect the dogs. And with stray dogs (the majority of those we take in) we often have no idea what they have been exposed to. Every counselor is trained to go over kennel cough, the issues with it, how to work to keep it from resident dogs, etc. We know that dogs can break with kennel cough even after vaccinations and that the stress and proximity in shelters doesn't help. That said, no one saw signs of kennel cough at the shelter (the adopter included) at the time she took the dog. The dog was not neglected nor deprived of medical care. NHS doesn't treat what we don't know is there. Once signs were there, the dog was tested for kennel cough and the foster dog did get treatment from NHS. In fact, the foster period was extended so that we would continue to cover costs. 
  Vet Records:
  The four employees told the adopter the medical records had been sent--because they had. We have no control over record dissemination at a clinic once the records are sent.
  In Sum: We are truly sorry that this adopter was unhappy and felt the experience was a bad one. We do more than 7,000 adoptions a year and do our best to make good matches for both the pets and people who want them.  The resolution has been met—we did get the bill from the veterinary office and promptly paid it.

  
  

  Customer response

  10/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  While not surprised, I'm again disappointed with NHS' seeming inability to take accountability for their role in the situation instead of attempting to deflect blame or just make stories up. While I understand there's a large volume of animals that come through their doors and that we're all human and mistakes will be made, I do not understand why admitting that seems impossible to them. The reason our foster timeline was extended was only because I came to get Winston's antibiotics for kennel cough there after we paid hundreds of dollars out of pocket to our vet since the dog we've already had was then at risk from kennel cough when we brough ******* into our home. It was almost immediately clear he had it and, if he was properly monitored in any capacity, I am certain they would have known this before sending him into our home. If you don't have the staff and volunteers to ensure dogs are properly monitored before putting them in people's homes, that would seem a significant problem to me. Luckily, we have the funds to be able to pay for the unexpected expenses that came with this dog but we're aware a lot of people in our community simply do not right now - which is a big part of the reason I left the review I did and made the complaint via BBB. As previously mentioned, the other reason was because the vet bill they were responsible for was not paid and the two contacts I'd reached out to about it never got back to me. They still have not gotten back to me. If they had not been invoiced when I reached out, it would seem the easy solution to call or email me saying such. I double checked with the vet and the invoice was sent several weeks ago and just settled since I opened this complaint. Winston's vet records were also not sent on the timeline you're saying and eluding that my vet chose to not open the records until after his initial appointment is an interesting choice. Because the records were so delayed and didn't come in until after we'd taken him to our vet, we had to come out of pocket additional money as there were two more shots and additional testing he had not received. You clearly do not respect people's time to be so cavalier about not keeping your word on getting these to our vet in an efficient manner. We had to take him back for two additional visits because of this and again had to spend money we did not anticipate. Additionally, the story about a vet being in an emergency situation when I came back to get Winston's rabies shot they failed to administer before fostering + adopting is the third reason I was given on why he couldn't get his shot that day. It's not what I was told the day of after waiting half an hour with a dog that was terrified to be back in that building or in the follow up I received about that day. Maybe this third story is true and the other two were lying to my face and when I followed up? At this point, I don't believe anything coming from representatives from NHS. I do, however, very much believe the copious firsthand stories I've heard since sharing my experience. It's not rumors that are growing legs and spreading false information but facts from adoptees, volunteers and personnel I've personally spoken with the last two months. All of these are reasons why I will continue advocating for people to adopt literally anywhere but NHS. Had they been transparent from the start from the kennel cough down to what happened the day I had to come back in for a rabies shot instead of presumably attempting to make me look like the bad guy with a third story as to why that couldn't happen to delaying the medical records and several hundred dollars we had to come out of pocket because of their negligence, and just admitted they made several mistakes and earnestly wanted to correct them - I wouldn't have had to spend the energy I have calling them out in attempts that other people's adoptions wouldn't be spoiled by the blatant lack of respect and honesty out of this facility. Because those things did not happen and they continue to deflect instead of just apologize and take accountability, I will continue building a network of people who've had terrible experiences (as adoptees and former employees) with NHS and work to boost other options for rescued animals. This should have been an exciting time, bringing a new dog into our family after losing our ten-year-old dog very suddenly earlier in the year, and instead has been an absolute disaster. Common courtesy and good communication would have gone a long way. 

  
  Sincerely,
  
  ***** *******

  Business response

  10/25/2023

  We apologize to have given the impression that we are blaming the consumer. We simply wanted to explain some of our procedures and also some of the circumstances that occurred during this specific set of events. We are heartily sorry that the adopted dog did break with kennel cough and cause veterinary expense for the adopter's resident dog. Again, that does happen and is something we do cover in the adoption counseling process. It's unfortunatethat the consumer came in during a time when our only vet on call was dealing with another case that could not be interrupted. As it was a weekend there was a delay in a supervisor returning the call to o-k covering the shot at the consumers veterinarian. We recognize that created more uncertainty and frustration for the consumer and will work to tighten up that timeline whenever possible. The initial resolution -- the bill being paid--is resolved.  The rabies bill was taken care of, once received by NHS. It was not past due,  there was no late fee incurred,  and we are sorry that the consumer was worried about the payment. 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  When I receive notification to license my dog, I do it right away. That includes this year. For the second time since I've had my dog, the Humane Society has sent a follow up email saying I did not license my dog. I have sent multiple emails asking for additional information so I can track down the payment and nobody is replying to me. If this was isolated, I would understand, but the fact that this has happened before is frustrating. Please get your records straight and fix this.

• Initial Complaint

  10/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought a cat to your facility this animal can't eat anything not even broth this animal has lost at least half it's weight it's skin and bones drools from the mouth and it smells rancid has diarrhea and you dropped it back off at my house this animal is dieing when I called to find out why you told me nothing is wrong with this cat does anything I've described sound like a healthy animal ******************* can't afford vet bills I never intended to have a animal but she found me but I can't understand how you could do this to this animal there is nothing humane about this she is suffering you should be ashamed of yourselves I will never bring a animal to your establishment again and I will tell everybody that I can what you have done to this animal her suffering is on you and you should be ashamed of yourselves

  Business response

  12/05/2022

  Business Response /* (1000, 8, 2022/10/28) */ Thank you for wanting to help this cat. However, feral cat issues can be complicated. The cat you trapped and brought in is ear-tipped, feral, and is part of a nearby colony that is permitted by the city. NHS doesn't prepare these guys for adoption, but instead follows the (TNR ) Trap-Neuter-release process set out to return cats to their colony and the colony caretaker. The reasoning behind this: these cats have either been born feral, or, have been living on their own and have reverted to a wilder state. Those that are truly feral are un-handleable, and therefore are not suited for, or even remotely comfortable, being pets. Much like a wild animal, they do not react well to being confined and often will drool, defecate and panic when captured. As such, they can look somewhat rough and unclean, and have some medical conditions that a pet owner might treat, but a colony caretaker does not. The colony caretakers provide a food/water source, shelter, and trap the cats for sterilization & return to the colony. This allows them to live out their lives. The NHS veterinary staff can and does humanely euthanize feral cats who are too sick or injured to be returned to a colony. However when they set this cat up to observe it and examine it, the veterinarians did not observe issues to the degree that met that criteria. Their professional assessment was that this cat still has a quality of life that precludes euthanasia. Because it is part of a colony, it was returned to the colony for monitoring and basic care by the colony caretaker.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a dog that is too smart for his own good and loves to escape his yard to go mingle with the neighborhood. So I've had several interactions with NHS over the years. ************************************************************************************* Yesterday my dog was dropped off there at 4:00 pm and they close at 7:00. They didn't call me u til the following day. Even though he's tagged, chipped, and all my contact info is on his collar. They called me shortly before noon and I was there 30 minutes later to pick him up. They charged for two days of boarding even though they had him less than 24 hours. They only give you three days to claim your animal and if you can't pay there $***+ fee to reclaim your animal they will steal them from you to do with as they please. Non profit?!?!? Yeah, ok.

  Business response

  10/13/2022

  Business Response /* (1000, 5, 2022/09/15) */ The Nebraska Humane Society is contracted by ***** and ***** County to provide impound services. Those municipalities set the laws for their respective jurisdictions, which include fees, the length of the stray holding period, and the rules for reclaiming pets. NHS simply provides pound services and enforces those laws and regulations. Every year we have thousands of pets who have no I-D and are not claimed, so the staff works very hard to get animals with identification back to their owners. That said, it is first and foremost, the owner's responsibility to look for lost pets. That is the reason that NHS posts pictures on the website of all strays brought into the facility. The website updates every half hour during business hours, so folks can see if their missing pets have been brought in. They also have a line to call to report a pet missing , along with a missing report that can be filled out online. The week this complainant's dog arrived, NHS averaged 46 stray pets in per day. Staff makes calls every morning to notify pet owners their pets are in our facility. They also make calls to pet owners during the day as pets come in, as lost pet reports are filed, and as they have the time to do so. The dog did come in 3 hours before closing. However, the intake staff was working to send home claimed dogs, walk folks looking for lost pets through the kennels, and intake dogs brought in by the public. Those "in shelter" processes to get pets back to owners take priority over phone calls to owners who have not yet reported missing pets. The next morning the staff was able to call the complainant prior to the reclaim area's opening at noon, which is standard procedure. He was charged reclaim and board in accordance with the city's regulations, which define an overnight stay on two different calendar days, as separate days (hence the two days of fees). As was mentioned by the complainant, his dog has been at NHS multiple times. This was the fourth time the dog has been impounded, so the complainant is likely familiar with the process of filing a lost pet report, coming into the shelter, and looking for a pet. Please note: This complaint highlights the very reason that is it up to owners to look for their dogs. When pet owners are proactive in calling, filing an online report, checking the website, and physically coming to shelter, they are often reunited more quickly with their missing pets. To be sure, NHS is very happy that the dog was safe in a kennel at NHS and not in traffic and roaming, overnight, on the very busy street where he was found.

*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. ↩