Complaints

This profile includes complaints for American Quarter Horse Association's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Quarter Horse Association

  1600 Quarter Horse Dr Amarillo, TX 79104-3406

• 

  American Quarter Horse Association

  PO Box 200 Amarillo, TX 79168-0001

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:06/18/2024

  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.

  My horse unexpectedly died 3/10/24. My AQHA membership was to expire 4/30/24. I ALWAYS renewed the membership online each year and NEVER selected to auto renew and NEVER authorized AQHA to auto renew. I also never receive an email that my membership was renewed. When I received my credit card statement for April, I had a charge for $76.88 for membership renewal. I contacted them via phone and told them I did not renew my membership and demanded a refund. The person on the phone said they would process that for me. I really wanted to push it further but I did not because they fraudulently charged my card without my permission. This weekend I just received my credit card statement and found AQHA refunded my credit card $75.00 only. I know this is only a $1.88 difference, but it is the principal of the thing. I did not renew my membership and someone there took it upon themselves to charge my credit card without my permission. I want the additional $1.88 they charged my credit card and an apology that someone in their organization did something illegal. Membership can be set to auto renew, but I have NEVER chosen that option. I am deeply disappointed in this organization and that for the second time I am having to deal with this opening the wound of the sudden death of my horse. I hope you can help me resolve this. I left a really bad review online on their website and my email address. I plan to call them Monday morning as well. I just want the $1.88 additional money they owe me with an apology.

  Business Response

  Date: 06/18/2024

  Dear ********,

  I have initiated a refund to your credit card for $1.88. AQHA implemented auto renewal of memberships a few years ago and on the membership application it includes a statement about auto renewal. It also has a check box to opt out should you not want to be included in it. We've updated your account so that it does not auto renew in the future. We apologize for the confusion. Should you have questions, please contact our office. 

• Initial Complaint

  Date:11/01/2023

  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.

  I sent in a registration in 2020 and have yet to receive the papers and then earlier this month after 2yrs they advise they are unable to process as the breeder (not me) has not completed the DNA required and as such I am being charged a fee for someone else's mistake. I have made numerous attempts to be refunded by fee they charged and have so far not received it. Also I have asked for the fee to to refunded to my payment method (credit card) and have not received a response. I have sent numerous messages, emails and phone calls with no resolution. Some employees don't seem well equipped to deal with the questions or answers. I am from Canada and need to have the fee refunded to my credit card as that is the payment form they required.
  
  When I first sent is they said no payment yet a supervisor confirmed that was an error of them and advised it was sent in and overlooked.

  Business Response

  Date: 11/02/2023

  Hello, 

  I show that the registration in question couldn't be completed because the dam of the foal had a DNA issue and was ultimately cancelled. We refunded via check due to the length of time it had been since the card had been charged but understand this obviously won't work. We are working with the finance department to come up with other viable options. Please reach out to the following contact so we can discuss alternative payment options. 

  *******@aqha.org

• Initial Complaint

  Date:02/24/2023

  Type:Customer Service 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 yearling colt in May of 2018 from a breeder. In the Spring of 2020 I submitted hair samples to AQHA for genetic testing on ******** ****** ***, as required for parentage verification to use him for breeding. The results concluded that one of his parents were not correct as listed on his registration. His dam was listed as ******** **** * **. I followed up with a call to AQHA Gentic Testing Specialist dept. Further research would have to be done to have my horses papers corrected for a $100 fee, which I paid. I was told that there was a gentic match for my horse, ******** **** ****, and that this could be resolved once they contacted the dams owners. I even questioned the Specialist if I should wait to breed him until the issue was resolved. I was told that it would be simple to get his papers corrected due to the fact that his dam (******** **** ****) was in their system. I heard nothing for a follow-up for the rest of the year. I was not successful in breeding ****** in 2020.
  
  In the Spring of 2021, I call AQHA to try to find out what is going on with the registration. When I called to follow up with the Genetic Testing Specialist dept, they informed me that all they needed was updated pictures of my horse and that he would reissue a new set of registration papers. I send current pictures via the email that was given (***********@aqha.org) along with identifying info as requested. I had 3 foals out of ****** in 2022. Those foals can't get their registration papers until the sires are corrected and reissued. Now this is starting to snowball.
  
  There has been an issue with the breeder and her lack of correspondence. However, I have been told that there is a way around her non-compliance. I have called numerous times over the past 2 years and still no resolution. I was told this issue was going on to a supervisor for further investigation at the end of January. When I called today nothing has been forwarded to a supervisor. I am beyond frustrated!!!!

  Business Response

  Date: 03/28/2023

  An in-depth
  outline has been provided to *** regarding what is lacking to proceed with identifying
  the horse she has and possibly getting it corrected.
  
  We
  recommend *** reach out to the former owner to resolve the matter.
  
  While our
  goal is to provide a positive member experience, we are bound by the AQHA rules
  of registration. Without cooperation from the person she purchased her horse
  from, we have exhausted our efforts.

• Initial Complaint

  Date:02/07/2023

  Type:Customer Service 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 an AQHA mare in August of 2017. I did not complete her AQHA transfer report at the time due to extenuating circumstances.
  
  Moving to 2023, after completing the transfer, I discovered that two foals I bred and sold two years ago as non registerable are now registered with the AQHA. The foals were not registered by myself intentionally, as I discovered the stallion I bred her to was positive and symptomatic for a serious genetic condition called PSSM2 and already had symptomatic foals on the ground.
  
  However, the previous owner of the mare had signed the breeders certificate without my consent or knowledge over a year after I had purchased her and she had been off his property.
  
  On finally transferring this mare I have owned since 2017, I discovered she had two foals registered with the AQHA with incorrect birthdates and the breeder listed as the former owner. Given that the mare was owned by myself at the time of foaling, those foals should not have been registered at all. It was intentional on my part to avoid registering them to limit the possibility of the new owners of breeding them.
  
  I have requested the AQHA at least correct the paperwork to reflect myself as the breeder and correct the foal dates. The AQHA will only do this if the new owners send in the original registration papers.
  
  I have all the documents to support that I was the owner and breeder of both the mare and her foals. I have a bill of sale and the email transfer used to purchase the mare.
  
  The AQHA is aware that the foals were bred by myself and that the papers were illegitimately signed for both foals, with incorrect information, but expect me to personally contact the owners of the foals and encourage them to send in the original registration certificates to be corrected.
  
  Super disappointed with this organization across the board.

  Business Response

  Date: 02/13/2023

  Based on AQHA rules, the owner of the mare on record at the time
  of breeding and foaling is the owner of the offspring. Because the mare was not
  transferred into ***** ******’s
  until 2023, AQHA based registration eligibility on what we knew at the time the
  applications were received in office for processing - and the signatures were
  obtained by the person listed as the owner based on what we knew then. AQHA
  would have had no knowledge the mare had been sold, or any agreements that may
  have been made regarding eligibility of registration of the offspring in
  question. If someone signed documents without *****’s consent, we recommend
  seeking advice from legal counsel as it becomes a civil matter outside of AQHA.

  AQHA has over 250,000 members and
  processes hundreds of thousands of registrations and transfers each year.
  Invariably, numerous disputes arise between horse owners. It has been, and
  continues to be, AQHA’s position that AQHA cannot be the arbiter of such
  disputes. Even if AQHA viewed itself as the arbiter of such disputes, AQHA’s
  decisions regarding ownership would not be binding in a court of law.

  In short, in its capacity as the
  official keeper of registration records, it is not AQHA’s plate to weigh the
  competing positions of the parties, regardless of how compelling a party’s
  story may be regarding a dispute. Instead, for purposes of AQHA’s record
  keeping, AQHA reviews whether it has received the requisite items in accordance
  with its rules. 

• Initial Complaint

  Date:09/07/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  The first week of November 2021 I sent in for registration of an older horse. I sent the appropriate fees ($170) and her ORIGINAL BREEDERS CERTIFICATE. I did her DNA test, everything should have gone smoothly and I should have gotten her registration certificate no problem. It didn't go that well, first off they apparently lost everything I sent because I was asked for the same information several times that I had already supplied. So they would come up with a new excuse not to register my horse, I would take care of that for them and then I would have to start all over again because apparently someone new was working on my problem or they lost the information again. This has gone on for 10 months, a few months ago I asked for a refund and for my original paperwork to be sent back to me, didn't happen. 2 months ago I asked that a supervisor get in contact with me, no reply and no call. so a month ago, I again requested to have a supervisor call me, you guessed it still not a word. No email, no phone call, no text, just nothing. This is beyond unacceptable and unprofessional, if not illegal.
  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/12) */
  Contact Name and Title: ***** ******, Registrar
  Contact Phone: XXX-XXX-XXXX
  Contact Email: *******@aqha.org
  We apologize for any times we may have not returned your call. I attempted to contact you today and left a voicemail with my direct office number.
  
  
  Regarding the application submitted, AQHA has not received all the documents necessary to allow us to register the horse. Quite a few letters have been sent in an effort to collect the missing items.
  
  
  The application submitted is signed by Mr. ******* but he has never been recorded as the owner of the dam and is not authorized to sign the application. The dam must also be DNA typed before a foal can be registered from her, and in this case, since the foal is over 4, it must have its parentage verified with the DNA. After writing to Mr. ****** to assist with getting ownership of the dam updated and to get a DNA kit ordered for her, he notified us that the dam is no longer alive and cannot be DNA tested.
  
  
  Without her ownership being updated and without her DNA test, we are not able to register your horse. As outlined in the reduced registration fee promotions, the fees are not refundable.
  
  
  I've reviewed her pedigree to determine if there are options to build a DNA type for her with what we have recorded at AQHA, and it does not appear to be an option. A postmortem sample would be necessary. We have not asked Mr. ****** if she is available to collect a postmortem sample. It would need to be a matter between you and him, but it would not be of value if the registration paperwork is not in order.
  
  
  If you have additional information that can be provided to assist with bringing the ownership of the dam up to date, and whether or not a postmortem sample may be possible, we'll be happy to guide for next steps. If either one or both of these are not possible, then we will inactivate the application.
  
  
  Please feel free to contact me on my direct number if I can be of assistance.
  
  
  Consumer Response /* (3000, 7, 2022/09/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was finally contacted after this complaint, only to get the run around again. They say they cannot register my horse because her dam isn't DNA tested, which they knew in November when they received my application so why not say something then instead of wasting 10 months. Then I was told the were notified of the dam being deceased and DNA impossible to get on her in July, again they failed to communicate that to me. Incredibly unprofessional and incompetent. The woman that contacted me claims they never received a request to speak to a supervisor from me, I have two separate emails proving otherwise. So it's clear that they refuse to register my horse for a reason they should've notified me of last November. Instead they took my $170.00 and wasted 10 months. I feel like this was fraud. So finally I give up on the idea of my horse being registered and ask that my documents be returned to me, they claim they do not keep them. So my ORIGINAL breeders certificate that I sent to them will not be returned to me. I will register my horse elsewhere, there is another registry that takes horses that AQHA won't. They are quickly gaining business due to the problems people are having with AQHA. While it was nice to finally get a response, it should not have taken a public complaint to get, and I am not happy with the outcome.
  
  
  Business Response /* (4000, 9, 2022/09/20) */
  I apologize you feel you were given the run around. As indicated in our prior conversation, we began notifications of what was needed as soon as application was made, including the need for the DNA of the dam. Our correspondence was based on the information we had at the time, and as we gained new information it was shared. Per our conversation, the application has been inactivated. A copy of the original documents were sent to you as well as a copy of the DNA markers so that they can be used to register with another organization. I've provided you with my direct contact information if I can be of future assistance.
  
  
  Consumer Response /* (2000, 11, 2022/09/27) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am NOT satisfied with the outcome but further correspondence with ***** would be a waste of time. At this point she just wants me to go away and is being defensive and denying any wrong doing on their part. Making claims that I was notified of things that I most definitely was not, so it is quite obvious that she is not interested in resolving the issue. I hope that anyone else that has to deal with her has better luck than I did.