Complaints

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• Initial Complaint

  Date:08/02/2024

  Type:Order 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.

  Money owed - $45 I had an inquiry regarding the $25 fee incurred upon enrollment less than two weeks prior. The person selling me the membership provided clarification on the contractual $25 fee for food purchases. They explained that it is used to procure food items in advance, and while additional funds can be added if needed, a minimum of $25 is recommended.I signed up with a total of $45 in fees, with the understanding that $25 would be allocated for food purchases, specifically for my own use. When I arrived to pick up my food, I requested to use my $25 and pay the difference, to which the girl at the window agreed and asked me to pull around. However, a woman approached me and explained that the money is actually a demonstration of my membership commitment, leaving me to wonder what the purpose of the $20 fee is. Contract states nonrefundable $20 however you're not shown what you're paying for. I do believe this is theft.

  Business Response

  Date: 08/12/2024

  I am writing to formally respond to the complaint filed by ********************** against Farm Connection of North San Antonio, LLC, a members-only food club. We take all customer concerns seriously and strive to maintain transparency and effective communication with our members. In light of this, we wish to provide a detailed account of our interactions with ********************** to clarify the situation and address the claims made in her complaint.
  
  Communication Timeline and Details:
  
  June 28, 2024: Upon receiving Ms. ********** inquiry about joining our food club, we promptly added her to our membership waiting list and confirmed this via email, ensuring clear communication from the start.
  July 13, 2024: We informed ********************** that a membership spot had become available. This communication included an overview of the joining process and a request for her to confirm her intention to join, which she did on the same day.
  July 14, 2024: ********************** received an email containing a thorough explanation of the new member onboarding process, including details about the annual fee, the club location, and our weekly communication schedule. The email also included a link to our Membership Agreement for her to review prior to signing which clearly outlines our terms of membership, including information on our annual membership fee and the buying club deposit. 
  In-Person Sign Up: During her visit to sign up for membership, ********************** was greeted by one of our staff members, who provided the Membership Agreement again and explained the clubs operations, including information regarding the buying club deposit. ********************** had the opportunity to ask questions and fully understand the terms before she signed the agreement.
  July 19, 2024: After finalizing her membership,  ********************** was sent an email containing her account login information and a detailed explanation of the ordering and pickup process. This email also included a link to our new member information page, which reiterates the details of the buying club deposit and provides further answers to commonly asked questions about our membership terms.
  Ordering Week: During the following week, we communicated with ********************** multiple times via emails and text messages. This included a Friday evening email when the ordering period opened, text reminders on Friday night and Sunday, and a text message reminder on the day of her scheduled pickup.
  July 31, 2024: When ********************** arrived to pick up her first order, she expressed confusion about the buying club deposit. Despite having been provided with the Membership Agreement three times, directed via email to a new members webpage that explains it, and having it explained in person during the onboarding process, ********************** continued to misunderstand its purpose. During this visit, ********************** interacted with one of our employees who again clarified the purpose of the buying club deposit. Contrary to Ms. ********** claim, the employee did not state that the deposit was "a demonstration of her membership commitment." This statement is completely false, we do not describe, nor have we ever described the buying club deposit in those terms.  Our staff members are thoroughly trained to explain the buying club deposit accurately, and at no point did we communicate or imply such a description, either in person or in any of our written materials .
  July 31, 2024: Following her visit, ********************** emailed us to request the cancellation of her membership and a refund of her buying club deposit. We responded within 20 minutes, confirming the cancellation and requesting an address to send the refund check.
  Clarifications and Corrections:
  
  Communication: Ms. ********** assertion of a lack of communication regarding her membership experience is unsubstantiated. From the initial inquiry to the cancellation of her membership, we consistently provided clear, timely, and detailed information through multiple channels, including emails, in-person interactions, and text messages. We maintain a record of all these communications and can provide evidence of our consistent efforts to ensure she was fully informed.  
  Fees and Deposits: Upon signing up for membership with us, ********************** gave us $45 in total. This amount included a $20 non-refundable annual membership fee and a $25 fully refundable buying club deposit. To this day, she continues to incorrectly label the buying club deposit as a fee, despite the multiple opportunities she has had to understand its purpose. 
  Allegations of Deceptive Practices: We categorically deny any deceptive marketing tactics or unethical practices. Our food club business model is not a traditional brick-and-mortar retail establishment. We are a members-only organization that connects locals interested in healthy, organic foods with small businesses and farmers who struggle to find regular, consistent markets for their goods at fair and sustainable prices. There are valid and legitimate legal and business reasons for us to collect a nominal annual membership fee and to require a small deposit for the purpose of securing goods from vendors on behalf of our members. Over the years, we have sought legal counsel from multiple attorneys, including experts at the Farm to ******************************* to ensure that every aspect of our food club operates within the bounds of the law. Our business model is transparent and legal, and Ms. ********** claims to the contrary are unfounded.
  Conclusion:
  
  We deny the allegations made by ********************** in her complaint. Per the terms of the Membership Agreement, we have refunded her buying club deposit of $25 and sent a refund check to her via certified mail. 
  
  ********************** is currently engaged in a far-reaching and ongoing campaign of retaliation and defamation against our business, clearly intended to inflict maximum harm on our reputation and future business prospects. Due to the pervasive nature of these attacks, we have initiated legal proceedings to address the matter.
  
  We trust that this response provides the necessary context and clarifications to resolve this complaint.
  
  Thank you for your attention to this matter. Please feel free to contact us if you require any further information.
  
  Sincerely,
   
  
  *********************
  
  Farm Connection of North San Antonio, LLC