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:01/17/2024

  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.

  am writing to make a complaint against Heritage Country Meats, N3705 WI-89, *********, ** *****. We had a steer delivered to Heritage on Monday, October 2, with a hanging weight of 379 lbs. I would have expected approximately 60% of that in meat. We picked up our beef on Saturday October 28, 2023. Upon unpacking our meat we noticed that we were missing close to 50 lbs. of our expected yield and phoned the processing company the following week (phone records attached). It took them all week to get me called back and come to a resolve. They agreed that a portion of our meat was given to the wrong customer, but could not explain how or why. To resolve the issue *****, from the plant, agreed to give us 40 pounds of meat to replace our loss. I was hesitant, because I have purchased beef from this particular farmer in the past and it is very good. ***** assured me that it would be of the same quality. We made the over an hour trip back to pick up our loss on November 24, 2023. We eventually went to cook some hamburger, and it was of a grey/brown color and did not smell right. I can't say it smelled rotten, but like "old". We were hoping maybe this one pack had been exposed to air and later tried another pack and then another before realizing they were all going to be the same. I contacted Heritage Meats to express the concern and ***** said there was nothing more that he could do for me. I of course was not accepting of that and requested a call from someone else. When this person eventually called me back, he basically said that what he gave us was of even higher quality than the steer I purchased and that it was that color because it was "aged". He did not agree to make it right. He claimed he's never had any problems in 30+ years and I assured him that I also have never had this problem nor have I ever purchased meat this color/odor before. I informed him I was returning this meat despite his unwillingness to work with me.Yesterday, Jan. 4, I returned the box of meat. Along with the unacceptable meat I was returning, I also brought a pound of hamburger from my steer to show them the discrepancy (image attached). ***** still would not refund my money or give me the 40+ Pounds I was shorted from my **************. He also refused to phone a manger or owner. I am at a loss of money/beef and I'm beyond disappointed that a processor can make such an error and I'm just suppose to accept my loss and move on. It's not right and it's clearly not good meat. I would also expect dates on my packaging. I've bought several beefs over the years and the packaging is always stamped with dates, none of these packages are dated.Please assist us in this matter. (the amount disclosed is for my total beef and processing not all of which Heritage Meats owes me.)

  Business Response

  Date: 01/29/2024

  ***************************,
  
  We at Heritage Country Meats value customer satisfaction and quality of products.We apologize that you were not completely satisfied with your custom beef processing. We have revamped our quality program and have taken steps to assure the best quality and in handling any complaint or issue going forward that *** occur. Our new customer service department along with the plant controller have looked at your complaint and are here to help. Please feel free to contact us and we would be willing to listen and see what could be worked out in a fair way for you.

  Heritage Country Meats 

  Customer Service

• Initial Complaint

  Date:10/17/2022

  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.

  We purchased a 1/4 beef from an acquaintance which was processed at Heritage Country Meats. We wanted our 1/4 split between ground beef and steaks/roasts. They swapped a whole box of steaks and roasts, giving us a box of ground beef instead (3 boxes of ground beef and1 box of steaks/roasts). When my wife got home she realized the ratio was not what we ordered. No one returned at least 6 of my wife's calls. My wife drove to the business 3 weeks ago and talked to the manager. He promised her the problem would be resolved. Hasn't talked to her since. Evidently, Heritage Country Meats thinks silence/non-response is the best way to correct a problem.

  Business Response

  Date: 10/21/2022

  We understand that the time frame of getting back with the information of any findings should be in a timely manner. We apologize for the time it took to respond due to staffing. After looking into the issues that you have stated and cut sheet you have placed for the beef. You received all the meat per your cut sheet. We followed that cut sheet and you were given all your meat back. We called you on 10/19/22 and left a message. we called you again on 10/21/2022 and went over the cut instructions with you. This issue was resolved. 

• Initial Complaint

  Date:10/10/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Had heritage country meats process one half beef. We were told to make an appointment to pickup. When we went at the scheduled time 10/1/22 they could not find our order. 45 minutes later they found our meat. When they loaded the meat it seemed short for one half beef so we asked that they double check that there was not more beef that was not included. They told us no it was all there. When we put the meat away we realized there was no ribeye steaks. I called the place to ask why and the lady told me the plant manager, *************************, just asked for our phone number because they found a box of our meat that was not included, so we drove back to heritage country meats, a 2 hour trip for us, to pick up what we thought was the rest of our meat. They gave us a box with 16 pounds of burger. We asked to see our order form to check to see if the ribeyes were on there, they were. **** said he would look into it and we would receive the missing meat. I took a picture of the form to see if we received the rest of the order. We double checked the meat received and everything was there except the ribeyes and 10 pounds of burger from the last box that should have had 26 pounds of burger instead of 16 per the order paperwork. I texted the info to ****, on the evening of 10/3 . On 10/4 he informed me the ** manager would investigate and call me. On 10/7 I called again because no one called. They said they would get back to me by the end of the day, they didnt. On 10/10 I called again, the offsite lady couldnt help me but had someone from the plant call back who informed me that they had no other boxes sitting around with our name on them and they had some new people and maybe they mislabeled the steaks. I informed him I know what a ribeye steak looks like and we did not receive any. He more or less told me they were not responsible for the missing meat. I disagree and am sending this to you.

  Business Response

  Date: 10/12/2022

  Hello,

  We have looked into your complaint. We also went over the cut count and ***. Once we did our investigation and found that it stated you received the ribeye, We called you. We called and informed you that per the *** (cut sheet) you received all your meat. At the bottom of the *** you signed we state that signing the *** you have received all product listed. We can not give out product we do not have. We understand that the wait time to hear a response was frustrating but we did call you. The message we received the following day is pictured. 

  Customer Answer

  Date: 10/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  they asked my husband to sign before they put the meat in the car. They only showed him the paper he signed. He signed, they put five boxes of meat in the car. We told him the meat Looked short. They said it was all there. There was other people waiting so I asked my husband to move. We went home and put the meat away and realized we didnt have any ribeyes. I always order ribeyes. I called them and the lady told me that the supervisor had just asked for her number because they found something. At that  time the supervisor was calling my husband to tell him they had found a box of meat that they overlooked earlier. We thought cool they found the rest of our meat. when we got there they gave us a box with 16 pounds of hamburger labeled ***** pounds. I asked the supervisor where our ribeyes were. He said  you didnt get any ribeyes?. I said no. And he stated something about them getting mixed in the other truck, that the freezers had gone down. He would straighten it out and call me on Monday. The last gentleman I talk to a week later said they had some new people and the ribeyes mustve been mislabeled.  When I had gotten home with the cutting sheet that I received with the burger, I compared the cutting sheet to the meat we had received. Everything matched except we were short the ribeyes and 10 pounds of burger. There was no extra meat that could have been miss labeled. I dont believe broken freezers and new people are reason to short people on the meat they should have received.
  
  Regards,
  
  *******************************