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:06/09/2023

  Type:Service or Repair 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.

  Total misrepresentation and lack of concern...We were forced to re-home our 6 year old conure and the owner, *******, said that **** would be kept for "a few weeks" before being sold, in order to acclimate him with strangers and other birds. My wife was crying at the time and ******* again said not to worry and to call as often as needed to make sure he was handling the separation well. ******* also stated that before allowing anyone to purchase ****, they would be required to visit several times and spend time with him to make sure they were compatible.Unfortunately none of the above was true. We called 3 times in the first week and were told that **** was doing great and spending time outside the cage. Then, when my wife called on June 1, the 11th day after leaving him, ******* said they had sold him to a "wonderful older couple", after trying to recall who he was! We asked that she at least give the new owners our phone number so they could call with any questions. She said she would do so. I called the next day and ******* stated that she hadn't heard back from the new owners yet but would let me know when they got our number.One week later, and after 4 unanswered calls and 3 voicemail messages, we suspected they were deliberately not answering our calls. We then called on June 8 with our regular phones (no answer/voicemail), and THEN used a phone that didn't show our caller i.d., and they picked up! ******* refused to even talk to me. When I proceeded to tell ***** the history, she told me that they never make promises such as that, and the customer got our number on the paperwork when they bought the bird. Apparently ******* never even contacted them with our info, and we were told to stop calling them... All we are looking for is assurance that **** went to a good home. Now, we don't even know if the bird was actually re-homed, or even if he's still alive.

  Business Response

  Date: 06/21/2023

  The ********** turned over ownership of **** to find him a new home. Attached is the signed paperwork.

  They do know that **** is alive and well.

  Communication was stopped due to multiple harassing phone calls and foul language being shouted at myself and my employee
  

  **** has a wonderful new home. I will not be sharing the new owners private information

  Thanks

  Customer Answer

  Date: 06/30/2023

  We would like to request further investigation, as the information provided by the retailer below is incomplete and, in one case absolutely false:
  1. The actual items in the complaint were not addressed, specifically promises made in return for our providing a valuable bird at no charge for rehoming were not met
  2. After the second call regarding the above failure to keep the bird for a specified period of time to socialize it and a promise to provide the new owners our contact information, 2 following calls went to voicemail, both messages simply asked that we were following up and requested a call back.
  3. Based on the possibility that our calls were deliberately not being returned after several more days, we called on a third party number, which was immediately answered. On that call, ******* did not want to speak to us and, when I asked if the new owners had been given our contact information, was told by **** (sp?) that they never did that and ******* never promised to keep the bird for a specified amount of time. At that time, being very upset, we did call them "f____ing" liars and were told to not contact them again. 
  4. We have not contacted them since, but please note that there were NO harassing calls made, and I have the phone records to show the above items are correct. There were a total of 5 calls made: one in which we were told **** was sold, one the following day when ******* told us she had given the new owners our contact info, two voicemails that were very polite, and the final call from a 3rd party number. 
  Bottom line, the retailer provided false promises to induce us to rehome **** with them. A pattern of inconsistencies has caused us to wonder if **** is even alive. These include:
  the promises made to us and listed in the original complaint, including that **** would be there for several weeks, and that any prospective new owners would be required to visit a couple or several times with him to ensure compatibility.
  o On the first call, 3 days after leaving **** with Parrot Perch, ******* told us that he was great and that they had been letting him out of the cage. We thought this was odd, as ****'s wings were not clipped and was molting, so they couldn't be clipped. In other words, he had full flight capability. We have the Veterinary record to prove this.
  When told that he was sold, less than 10 days after leaving him, it would be very difficult to have the new owners spend multiple visits with him in a full flight mode and due to the fact that the store was closed 4 of those 10 days. 
  Being told by ******* that she would provide our contact info to the new owners and then not responding to the 2 follow-up calls increased our concern. 
  Please note that we are not asking for the new owner's contact info and do not want the bird back - but are concerned by the lack of transparency and outright falsehoods provided by *******... If they would simply provide a picture or video of **** in his new habitat with the new owners (file date stamped) we would be pleased and would drop our complaint.
  
  Please let us know if you'd like the phone records mentioned above or give us a call with any questions at ************.
  
  Thank you,
  
  *** and ***************************