Complaints

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• Initial Complaint

  Date:19/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 6,2022 I signed a tenancy agreement and moved into a home located on First Equestrian Horse Ranch at **************************, where I was also boarding my 2 donkeys. i was never given or signed a contract regarding boarding. Before moving in we discussed my boarding fees, my responsibilities and how billing and payment would occur. This business stated ( I have proof of this ) that because I was living on the property I would get a deal on boarding. Every month I paid my rent and boarding fees on time in full, invoices were sent out and paid in full through out the entirety of my stay at the residence. I chose to remove my donkeys from the property after my boarding fees continued to go up without discussion or notice, they were removed on July 29, 2023. I then decided to leave the residence as well. The residence was cleaned and the keys were returned on August 29,2023. I provided the owner with proper documentation for ending my tenancy, and legal instructions for returning the damage deposit. On day 15 after returning the keys I contacted the owner for my deposit back, after a small dispute the owner returned my deposit. 3 days later I was then sent an invoice via email for services she is claiming I owe her for, regarding my boarding. Dating back 11 months on the invoice, she is billing me for things that if we did not agreed upon, if they were discussed and agreed upon they should have and would have been on my MONTHLY invoices or brought up prior for being late on payment. Again I will mention these extra fees were never brought to my attention, discussed or agreed upon. The invoice was not sent to me until 20 days after moving myself from the facility and 49 days after my donkeys left the facility. The amount she is demanding that I pay is ******, that is very close to the damage deposit of 750 I had her return to me. I continue to get an invoice sent to me monthly with interest charges added, at the bottom of my invoice she states she will send this to collections. I have every single conversation between us available for proof along with bank statements and invoices, if requested, as this form is not allowing me to upload them.

  Business Response

  Date: 23/10/2023

  *************************** utilized the services of First Equestrian Horse Ranch in 2023 thus incurring charges. Services rendered were invoiced. *************** utilized an indoor facility for birthing purposes for her ***** and foal while the outside temperatures hovered around -15C to -20C, she also utilized a covered hay storage unit for her square ***** throughout the duration that her animals occupied the ranch.  Facility usage and storage services are provided to boarders at additional costs and were utilized by **************** and therefore billed, **************** did not inquire about costs prior to utilizing the facilities however usage still occurred.  Our website states that prices fluctuate without notice.  

  Ms. ******* residency at ************************** was terminated in August 2023 and a full refund of her damage deposit was issued as per tenancy act.

  First Equestrian Horse Ranch is an equine boarding facility, we provide a lot of different services to our boarders and their animals.  Services offered vary per customer. 

  If you use the services of any business please be honorable and compensate the provider for the service.

  Customer Answer

  Date: 24/10/2023

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

  ******.

  
  As mentioned before in previous conversation, the invoice you have sent me was made up after a dispute regarding my damage deposit that, again I would like to add was not paid back in full and has been sent to arbitration.
  Regarding these services you claim I owe you money for,

  
  Use of the barn stall, you claim I used it for the birthing purposes of a foal which is not true. You offered it over messenger before the birth even happened which I have proof of and then after the foal was born and the temperatures were at an extreme cold warning, you were talking to me out in the pen and told me to bring the mom and baby into the barn until it warmed up a bit, I did not ask to use a box stall.. I had a witness present to attest to any claims you *** have regarding our discussion then.. You wanted the foal before it was born and paid for it in July, if I owed you any money we both know you wouldnt have paid for him, and the amounts you claim I owe would have been on my monthly invoices. I was also very fair when it came to you paying for him and giving you a deal to help castrate him even though, you did not inquire about it ahead of time.
   There is other messages between us regarding use of the barn where you not once mentioned I had to pay for it on top of my boarding fees, I also have a message between us from the day I put the foal back out into the pen and cleaned the box stall and I quote I cleaned the barn I hope it is to your expectations if not please let me know what else I can do for ya. Not once was there any mention about me paying to use the barn any more than my previously discussed boarding fees. When I came to the house and discussed boarding my donkeys you told me the barn was included in board, including the use of the arena lights. I was allowed to use them 2 hours a week, which I did not do except for when the foal was in the barn for a few days. If this wasnt previously discussed I would not have known where the hour recording sheet was and I would not have recorded my hours.
  I was billed monthly and if any of these said charges were something we agreed for me to pay extra for, you and I both know it would have been on my previous ***********************. You cant decide 8 months later to send me an invoice for the barn usage.

  
  As for the hay storage, again you did not ever tell me I had to pay extra to use a small section of the lean too for my hay, which I will add, your dates are wrong and your horses got into and ate my hay more than once.. I will also quote you get a deal on boarding with the understanding that you live here. Again if this was an agreed upon charge, it would have been on my monthly invoices, not 11 months after the fact.
  You are a business, if you are charging people for services beyond what was previously discussed you have an obligation to disclose any extra fees that *** arise. The arena use for the foal was for your foal, the hay storage was offered to me by you as well I also have that in text" and no where do you disclose an additional fee.
  There was no contract signed, I did not agree to any of these apparent charges and I have zero obligation to pay you, I will not pay you another dime. If you do not stop sending me invoices, I will seek further legal action and you will be hearing from my lawyer.

  
  Another note for you regarding your response to the better business burro, my tenancy was not terminated I left because you are a bully and not a business I will ever support again.
  So because you didnt inquire about my services ahead of time I should create an invoice charging you for, helping with your goats, watching over your farm while you were away, the install of the back steps, the supplys to replace the back steps, the remaining balance on the donkey foal, the eaten hay from your horses, the yard clean up and maintenance, cleanup of the box stall for your donkey foal, having to clean the oven and pellet stove when I moved in,  the list can go on and on.

  
  I dont owe you anything.
  Fix your pens and your fences so peoples animals stop getting injured. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 29/10/2023

  To Whom It May ************************ for the continued correspondence regarding Ms. ******* dispute. We will, as professionals, offer insight to Ms. ******* claims.

  ****************, unfortunately, was irresponsible during the time of her ownership of said donkeys at First Equestrian Horse Ranch (she no longer owns those animals as she was unable to provide for them).  **************** intentionally bred animals knowing that foaling would occur during the worst part of the Cariboo winter.  **************** was fortunate enough to have access to an enclosed area for the after care of her animals.  It was during this time that First Equestrian Horse Ranch was able to accommodate ****************, allowing her to move the new foal and mother away from the harsh elements.  First Equestrian Horse Ranch is diligent when animal welfare is at at high, without offering this service the new baby would likely have succumbed to the cold due to the negligence of *****************  Should the **** have been contacted regarding her negligence? Possibly. 

  **************** is correct that she was given a self-board discount while her animals were pastured across from her rented residence, however, throughout the time that **************** kept her donkeys at First Equestrian Horse Ranch, said animals were moved to accommodate the intact Jack ****** as well as the ***** and foal.  Private pens were not offered at a discount.  Furthermore, self-board does not include indoor arena usage nor hay storage and **************** was not charged for full-care board.  **************** owned said animals during the time that she received invoiced services from First Equestrian Horse Ranch.   

  First Equestrian Horse Ranch has provided a safe and nurturing environment for equine animals since 2017.  95% of our clientele have been with us for over five years, we pride ourselves in the long term care of our customers loved equines.  First Equestrian Horse Ranch works with all large animal veterinarian clinics in *******, along with equine chiropractors, equine therapists, and majority of equine volunteer groups and clubs.  

  Services offered to each customer vary on animal needs and customer needs.  Majority but not all services offered can be found on our website.  As stated during our last correspondence, **************** utilized services provided by First Equestrian Horse Ranch thus was invoiced for said services.

  On a personal note - we did try to interact with **************** on a personal level however it quickly came to our attention that Ms. ******* ethical behavior was not something that we were comfortable with.  We have been professional and fair with **************** regarding her stay at First Equestrian Horse Ranch.  ******************** housing rental agreement was terminated on her end and not ours.  We were thankful for the termination notice, as landlords or land owners we have very little rights regarding long-term rentals, thus, there is a housing shortage.  

  Customer Answer

  Date: 30/10/2023

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

  Lets start off with you are an extreme **** *** ***********. No one that knows me will believe anything you are saying. I have hundreds of photos and videos to prove that my animals were cared for with the utmost care, shelter, blankets in the winter, food, water, vaccinations, vetting when required, routine foot care every 8 weeks, toys provided for them, brushing daily, hours spent with them and beyond.. As well as many many character references that have seen my animals throughout my life. Throwing rocks as a 50 year old business woman is absolutely shameful on your part, you can try and drag my name through the mud all you want, and this will also be brought up with my lawyer as defamation.
  #1 I no longer have my donkeys because I refused to live at your home any longer due to your poor conditions and business ethics which forced me to remove myself and my animals from your property. I could not obtain a property for myself and my animals to reside together on. Just for your information I had a place to take them to but I made a very hard decision, as I could not be there with them at all times to find them another home.
  #2 I did not intentionally breed them for a winter baby, which is an accusation. My animals were blanketed and provided thick amounts of shavings in a 3 walled shelter as soon as the temperatures were in the negatives. The donkey foal was provided the best possible care given the circumstances and would have been fine without the use of your barn due to me providing thick amounts of straw, and thick blankets! Furthermore if the foal showed any signs of distress during the cold temperatures I would have brought him in the house or had him moved to my friends barn. I have messages between myself and my family and friends to prove exactly that! The welfare of those animals was my top priority at all times through my ownership and you accusing me of anything less than that is completely wrong. I had video surveillance on them at all times in the shelter and I set it up in the barn once they were moved there. I checked on them throughout the night and day multiple times. The temperatures dropped to worse temperatures once the foal was back in the 3 walled shelter later on and was nice and cozy due to the things I provided for him.  Once again you offered the use of the barn, and you just admitted you did by changing your story to now say its because u were worried about YOUR foal, once again proof I do not owe you for the barn usage, your changing your story every time you respond to me.
  #3  Call the **** ******, I have photo after photo of injuries that occurred under your supervision to other boarders animals, the conditions of the fencing and pens, troughs without water on +30 days, messages between myself and my family about the conditions of the facility and the animals throughout my stay and the massive bites on your animals because you chose to not use fly protection or sheets on them, I can also get written letters from previous and current boarders if need be about your negligence, as I have contacted some already. My animals were cared for better than any of yours ever have been. Which again I have photo after photo,character reference after reference to prove how well my animals are cared for.*** **** ********** ** *** **** *********** *** ******* ****. If I was so neglectful of animals why was I asked to watch over the farm, assist with your goats, why did I set up cameras to monitor the mom and foal, why did I blanket the donkeys even though YOU told me not to, why did I provide straw for them when none of your boarded horses had straw, why did I offer to have a shelter brought in for them and you told me they did not need one because the trees were enough, why did most of your boarded and personal horses not have adequate shelter, why did your animals not get blanketed or brought into the barn if the temps were so low, why did your goats deliver babies in negative temps and end up dying under your watch. Guess I should have called the **** on your business?
  #4  You claim my animals were moved to accommodate my ***** that is also a ***, they were moved because after agreeing to provide a separate penned area for my animals you decided to log the area and remove the fencing. Also saying you did not charge me full board is another ***, Id also like to add that you placed my jack in a pen with another boarders horse where we then had a dispute due to them being without water on many occasions. I checked on them every day in the afternoon, you were supposed to check on them morning and night at that point. 4 times within a month of my **** being moved to the new pen there was no water in the trough by the afternoon. Which means they were not watered in the morning like they should have been, I simply asked for a bigger trough and you got defensive, accused me of saying your neglecting the animals and upped my boarding. I spoke up for the animals welfare and was then punished for it.
  #5 your invoice for said services was not discussed, agreed to, notified or written in any form of contract and was not included on my monthly invoices, instead you chose to bill them to me after having a dispute when I left the residence. 11 months after the date of these apparent services.
  #6 Your interaction with me on a personal level is seen throughout my stay at the ranch up until the final month I was at the residence after providing my notice to vacate, on many many occasions I declined your invitations, due to your unethical behavior and my personal choice to not be a part of your life on a personal level after being around you at first, enough to see who you really were. I also have text message proof of this. So your claims of not wanting to have a relationship with me is also a ***. ****** I have every single message, every single photo and every single thing to prove against your ***s.
  #7 your thankful you got a notice to terminate residency? You should be thankful I as a tenant paid rent 2 months in advance, paid invoices on time, pruned back trees, raked and cleaned up the yard, provided flowers and a garden and a beautiful outdoor area for your other boarders to see when they arrived at the facility, made improvements to the home, treated your home like my own, watched over your farm, brushed your horses, sprayed your horses with fly spray because you didnt,notified you of injured and escaped animals and provided an ******************** on vacating, I decided to leave because of your horrible ethics not the other way around. That is wild. I feel sorry for the next person that resides at your residence.
  I have zero obligation to pay you another dime. I will not be responding to any further accusations or messages. 
  
  Sincerely,
  
  ***********************