Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/29/2024

  Type:Sales and Advertising 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.

  I purchased a mule on this groups online auction, Trigger the Mule had been misrepresented on their auction website, seller ***************************. Once the mule was delivered, I realized how overgrown this mule's feet were as he was off loaded from the equine transport. My heart sunk, we scheduled our farrier immediately. This mule had to be sedated to trim his feet. See this mule had been represented on their website, "he stands for the farrier". I also had our Equine Vet check this mule over. She checked his teeth and said he is not 10 years old as they represented. The mule is 15+ in age could easily be ***** years old. I would of not bid on this mule knowing his age 15+ and also had I known the fact he is hard to trim especially at his age. I talked to *** at TheHorseBay. They asked I talk to seller. I told them both there needs to be an adjustment in the $8900 price we paid knowing this mule was misrepresented. There is more documentation but it will not fit in the allowable space in this box. Can I email remaining information? Can an email be provided?Thank you *********************

  Business Response

  Date: 08/19/2024

  Dear Better Business Bureau,
  

  Thank you for bringing this matter to our attention. We take all customer concerns very seriously and strive to maintain a high standard of transparency and customer satisfaction. We appreciate the opportunity to provide a response to Mr. **************** complaint regarding his recent purchase of a mule named Trigger from our online auction.
  

  Response to the Complaint
  

  Condition of the Mule's Feet:
  

  The mule in question, Trigger, was listed on our website with the description "he stands for the farrier," which is based on the seller's representation and their experience with the animal. We deeply regret that **************** found the mule's feet in a condition that required immediate farrier intervention upon delivery. While the condition of an animals hooves can sometimes vary from one owner's opinion to the next, we also have to consider that from the day of the sale until the time of delivery can be a long enough time to change the condition of the animal's hooves. We will be reviewing our processes to ensure that more detailed pre-purchase inspections are emphasized in our listings.
  

  Age of the Mule:
  

  Regarding the age discrepancy, the seller provided the age of Trigger as approximately 10 years old based on their records and knowledge. We understand that age verification can sometimes be subjective and may vary depending on the professional assessing the animal. However, we are committed to accuracy and will be working closely with our sellers to ensure more precise and verifiable information is provided in future listings.
  

  Resolution Attempts and Seller's Reputation:
  

  **************** reached out to us expressing his concerns, and we advised him to communicate directly with the seller, *******************************, to discuss the matter further. ****************** has offered to trade the mule for another mule from his available stock as a gesture of goodwill, which we believe demonstrates his commitment to resolving the situation amicably.
  Additionally, ****************** has a history of positive feedback from previous buyers and has successfully completed numerous transactions through our platform.

  Price Adjustment Request:
  We understand that **************** has requested an adjustment in the purchase price. As an auction platform, our role is to facilitate the sale, while the terms and conditions agreed upon are primarily between the buyer and the seller.
  Next Steps
  

  We are committed to resolving this matter in a fair and equitable manner.
  We take pride in our reputation for integrity and customer satisfaction, and we are confident that through open communication, we can reach a resolution that is satisfactory for all parties involved.
  

  Thank you for your time and consideration.
  

  Sincerely,
  Thehorsebay.com