Los Angeles City East Valley Animal Shelter — Local services in Los Angeles

Date: August 12, 2025 Los Angeles County Department of Animal Care and Control 14409 Van Owen [Van nuys Ca, 91405]

Subject: Formal Complaint Regarding Impoundment and Fees for a Service Animal To Whom It May Concern: I am writing to file a formal complaint against the Los Angeles County Department of Animal Care and Control regarding the impoundment of my service dog, and the subsequent and improper handling of my case. This situation has caused me significant distress and has directly interfered with my ability to maintain my health and safety, as [GHANA is an essential part of my life and medical care. On [Thursday 7/7/2025, my service dog, [GHANA, was picked up by an Animal Control Officer. I was later informed that he was at your facility located at [14409 van Owen]. Upon my arrival to retrieve him, I was subjected to a series of unacceptable and discriminatory actions, which I believe are in violation of state and federal law, specifically the Americans with Disabilities Act (ADA). Despite my immediate and repeated identification of [GHANA] as a service animal and my status as a disabled owner, the staff, including a representative I believe to be a manager, refused to waive the impoundment fee. The fee of [$ 137] was demanded from me, and I was told that if I did not pay it, my service dog would be put up for adoption, effective today. This threat was delivered despite my clear explanation of my financial hardship and the critical role [GHANA] plays in my life. The fact that a service animal could be put up for adoption so quickly, without regard for the disabled owner's situation, is deeply troubling and seems to disregard the legal protections afforded to service animals and their handlers. I was also told that a separate fee of [$ 20] was required for him to be neutered, a condition which was presented as a necessity for his release, even though my service animal is already neutered/not required to be neutered for medical reasons This further compounded the financial burden and emotional distress. The staff member, whom I believe to be a manager, was reportedly "coarse" in their communication, refusing to engage in any meaningful discussion or consider my circumstances. The ADA and California state law are clear: a service animal is not a pet, and their removal from a disabled individual constitutes a serious infringement on their civil rights. Charging fees for the return of a service animal to its disabled owner, especially under threat of adoption, is not only callous but may be illegal. The refusal to waive fees and the threat of adoption are discriminatory and have placed me in an untenable position, forcing me to choose between my financial stability and my health and well-being. I am formally requesting the following actions be taken immediately: A full and immediate refund of all fees paid to retrieve my service dog, [GHANA]. An investigation into the conduct of the staff members involved, including the individual who identified themselves as a manager. A clear and public statement from the Los Angeles County Department of Animal Care and Control outlining its policy on the impoundment and return of service animals, and how it will ensure staff are properly trained on ADA regulations. Confirmation that my case will not be used to justify any future actions against me or my service dog. I have attached copies of all relevant documentation, including receipts for the fees paid and any other records I have. I expect a prompt and thorough response to this complaint. If this matter is not resolved to my satisfaction, I will be forced to explore all other legal and administrative options available to...

We were looking for a new cat after ours passed away. Found a kitten we liked on their website and called the shelter - was told he was too young to adopt but we could still come see him and he would be available in a few weeks. Confirmed again on the phone that he was at the shelter. Drove a long way and they couldn't find him! Gave the name and one lady motioned to a cage that had the same name but was a totally different cat. My wife and I sat and waited for a long time while they searched for the cat that apparently wasn't there. Was told to wait until "Goldie" came back from lunch and she might be able to help us. Waited another hour. Goldie told us that this kitten had been taken by a foster and would probably be returned at the end of May to be spayed and then would be available. I left my phone number for his file and she said she would tell the foster also that we were interested and also give them our number. The kitten reappeared on their website at the end of the month (but I was out of town), then disappeared a couple days later. Spent a week trying to call them, could never do anything but leave a callback number. Followed the computer-voice instructions exactly ("Press 1 if you are calling about a specific animal..."). Got a couple callbacks and was told "this is an emergency line" (???) and that no one was available to help me. Called again and got the same routine; this time I was given the direct phone number of this shelter instead of the 800-number. Called that number. A man told me they had no idea where this kitten was, that he had been "lost". I informed him that Goldie said he had gone to a foster and then he was like oh, OK I guess he's not lost (do these people have no computer systems or tracking or procedures or anything?) and he gave me Goldie's email address. Sent her a polite email inquiring about the status of this kitten. Then she got right back to me with the details. Just kidding, no one ever got back to me. So now we've given up and will go to another shelter. I also wanted to point out that not ONCE did anyone I dealt with ever suggest I look at any other adoptable animals there; it was just, oh that cat's not at this shelter, bye. So, in summary 1) The pets on the L.A. Animal Services website have no relation to the pets that are actually at the shelters; 2) They have no tracking of where the animals are or if they're even at the shelter or not; 3) They don't answer the phone, even if you're willing to hold, so you have to request a callback; 4) The person who calls you back, after hours, can't assist you at all; 5) They don't answer emails. What a...

Extremely rude customer service administrative staff especially the woman Delfina. I went in to get my dog a city license because I was unaware he needed one. I brought in a folder of my dogs entire medical history and presented his original rabies certificate and tag. Then she asked for proof that he’s been neutered so I gave her the original surgery record from when he was neutered at a Florida shelter 3 years ago. She then needed to scan him to verify his microchip number matched the one on the neuter record and when she scanned him a different microchip number appeared. There must had been either an error at the shelter when they made his record or he might just have 2 microchips because when I adopted him i got him microchipped in another state. She proceeded to treat me like I was trying to cheat her and deceive my dog for a different one. I responded it’s very obvious my dogs been neutered (i.e. no testicles to be seen) and in addition there’s a photo on the neuter record of my dog. So clearly I’m not trying to be sneaky about anything. She continued to tell me that it’s a problem and acting like she wasn’t going to be able to give me the dog license and basically accusing me of false impersonation of my dog. I became very offended and asked her how I could prove to her that I’m being truthful and she finally let it go after I showed her all of the medical records. At this point I was very upset. It took another 10 minutes for her to process all the paper work and then she proceeded to reprimand me stating that the next time I get a dog that I need to come into the shelter to obtain a city license and to not wait for animal services to “catch” me. I responded don’t worry I won’t and reiterated to her for the second time that I was NOT trying to avoid them I genuinely did not know that I was supposed to get one for my dog! So enraging that a facility meant to serve the community and animals in the community can be so rude to those they serve. It’s disgusting and disheartening. I overheard a couple other people coming in and they were treated the same way. I hope they make some changes soon because they really are making a bad reputation for themselves. I would not recommend going to the East Valley Shelter because of my...