Rescue Rovers

We have one application from Ms. [redacted], date stamped 9/22/17 by the computer system. We happened to have a large adoption event on 9/23 and 9/24 and the application was not worked until Sunday, 9/24. Our practice is to contact the landlord for approval. Her landlord was difficult to reach and the...

application was not approved until 10/3, at which time the puppies Ms. [redacted] had originally requested were on hold for applications. On 10/4 Ms. [redacted] requested to meet the puppy Malina. Her application was sent to the foster to arrange a meet and greet. The foster offered to meet Ms. [redacted] with the dog the evening of 10/5, but that wouldn't work for Ms. [redacted]. The foster then told her that the next available time for her to meet the dog would be Saturday, 10/7, which was not agreeable to Ms [redacted]. That's when she made her complaint.She originally spoke to another volunteer on the phone when she called in. She was verbally abusive to the phone volunteer, who was upset after the call. I was then asked to contact her to see if I could remedy the situation.I explained to Ms. [redacted] that our process is to take 3 applications for each dog. We have a special graphic that explains the process that we post on our Facebook page at least once per month. The process is also on our website. Finally, the process is detailed on our application. The approval email very carefully states that the application has been approved and that the foster will be in touch to schedule a *meet and greet*. It does not state that the applicant has been approved to *adopt* the dog.Rescue Rovers cares a great deal about finding the right fit for each dog and family. We are not a pet store, and we do not work on a first come, first served basis. I am sympathetic to Ms. [redacted]'s disappointment and suggested that she come to one of our adoption events where dogs are able to go home same day. We also understand that our process is not for everyone and for some people adopting from a shelter environment may be more satisfactory. It sounds like that would be a better fit for Ms. [redacted]. We wish her luck in her search for a pet.