Complaints

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  04/15/2023 I visited Equal Partners Horsemanship to meet ************************************* and view the facility. I wrote a check ($920.00) to reserve their spots for **** I arrived on 05/23/2023 for another meeting that was requested by **********. The ***** were scheduled to arrive on 05/26/2023. ********** advised that she had a scheduled training that morning. ********** wanted to ensure that I could safely unload the ***** and stall them in the event that ********** was still busy. ********** stated that she would be able to speak to me about their feeding needs the evening of their arrival. I provided her with a check for **** boarding services ($920.00). The ***** were delayed on their day of arrival because one of them refused to load for the shipper in the morning. I was given an ETA of 10:30 to 11 pm for their arrival. ********** refused to let the shipper drop them off at the facility. He could drop the ***** off at 4:30 am on Saturday which she also refused. ********** informed me that if the ***** could not be dropped off on Saturday they would not be allowed to enter the facility until she returned from vacation. I was left frantically seeking an emergency facility for my ***** at the last minute. This was extremely concerning as it impacted the business agreement and expected service. One of my ***** was traveling injured and I had cleared with my vet in ** that she would be taken on a three day trip and brought into a boarding facility in ** with no unnecessary extra facilities/trailer rides. I was left in a difficult transport position because I had hired a professional shipper who had to leave early the following day. I do not have a trailer and could not guarantee that I could secure last minute transport. I requested a return of funds but this was denied. At no point had I been informed that I would be denied arrival at a specific time of day or night and it is well-known in the equine community that drop offs happen at non traditional business hours.

  Business response

  06/23/2023

  Business hours for Equal Partners Horsemanship are published for the public online, and ***************************** was aware that I do not accept after-dark or Sunday deliveries through our conversations.  I had already made arrangements and was available after hours for a later delivery than the close time of 6 p.m.  Per the text messages, the transporter even stated it could later than 10:30-11 pm.  Delivering a horse to my stables at this time is an unreasonable and unsafe hour.  
  
  I did offer to open an hour earlier (8 am) the following day to help accommodate the delivery.
  
  ***************** signed a standard boarding contract that requires 30 days written notice to terminate the boarding services.  

  Customer response

  06/26/2023

  Complaint: 20172334
  
  I am rejecting this response because:

  The contract stated that boarding services would commence in May 1st but I never received any services; therefore, the contract was effectively violated by ********** as she literally refused them twice. Other facilities are safe and accept horses at late hours. I was never informed that this would be an issue. I highly question the integrity and ethical values of the facility as the facility was deemed unsafe by ********** herself in her response. 
  
  Regards,
  
  *****************************

  Business response

  06/26/2023

  The complainant and her husband toured my facilities in Mid-April. They toured the premises, including exploring the upper and bottom pastures, the tack room, the stall area, the playground, and more. They were pleased with what they saw and the information they received regarding having their horses move to the facilities. All parties agreed that the horses would arrive in early May, with the contract commencing May 1.  
  
  A boarding contract is similar to renting/leasing a home, apartment, room in someone's house, flea market stall, storage for your stuff, etc. You are paying for and securing your space. The contract signed is a month-to-month rental agreement that requires 30 days written notice from the tenant to terminate. Like most standard rental agreements, the rental term starts on the first of the month.
  
  The complainant decided in early May to delay the arrival of her horses. During one of our conversations, she advised me they would not be arriving until ***** She did not expect/ask for a refund for ***** board. 
  
  The complainant then decided to go ahead and have her horses come at the end of May. We met in person to review the horses' arrival and set them up for success. During this meeting, I clarified that I did not do after-dark or Sunday delivery. The complainant paid for ****** board.
  
  Business hours are Monday through Friday, 9 am - 6 pm, and Saturday, 9 am- 1 pm.   They are posted on my website, along with services, fees, and payment and refund policies. www.equalpartnershorsemanship.com
  
  As advised in my previous response, I had already made arrangements and was available after hours for a later delivery than the close time of 6 pm. Per the text messages, the transporter even stated it could be later than 10:3011 pm. Delivering a horse to my stables at this time is an unreasonable and unsafe hour. 
  
  I did offer to open an hour earlier (8 am) the following day to help accommodate the delivery.
  
  The complainant decided not to have her horses delivered during a reasonable and agreed-upon time. The complainant decided to board her horses at another facility without giving me 30 days written notice as required by the signed standard boarding contract that requires 30 days written notice to terminate the boarding services.
  
  To address the complainant's statement, "I highly question the integrity and ethical values of the facility as the facility was deemed unsafe by ********** herself in her response. "  I did not deem my facility unsafe. I  deemed the hour of delivery unreasonable and unsafe.   
  
  Again, the complainant and her husband toured my facility and spoke with me about moving their horses onto the premises before deciding. If there was any question about the integrity, ethical values, or the facility's safety, I don't believe they would have paid to secure two spots at my location beginning in May. Nor would they have paid for *****  
  
  According to the complainant, her horse took several hours to load. This indicates a lack of training and a possible safety issue for the loading and unloading process. To have a prey animal unloaded in a new environment after dark increases the risks, especially if the animal not trained properly and already stressed. Safety is a top priority at my facility and is one of the reasons I do not accept deliveries of horses after dark. As a side note, per item 8 of the signed contract, items required of the horse(s) are the ability
  to be haltered, lead, and tied safely. They must also be able to stand quietly for farrier and trailer load.
  
  The complainant is responsible for failing to prepare and plan for her horses' safe and timely loading and delivery during agreed-upon time frames. The decision not to board her horses at my facility is her decision and in no way deems a refund on my part.  
  
  Furthermore, I only take in three boarders. When the complainant secured her two spots, I told her I was now full as I already had one boarder. I told her I would begin advising boarding inquiries that I was at full occupancy. I advised several people over the phone and through email that I could not take on new boarding clients. The complainant's last-minute decision did not allow me adequate time to fill the openings. Part of the thirty-day notice's requirement is to enable me to secure other boarders.
  
  To make sure it's clear, I am not issuing a refund. Not only was I ready and able to accept delivery during the agreed-upon time frame, 
  per the contract mutually agreed upon and signed by the complainant, I was not given thirty days' notice of termination. 

  Customer response

  07/02/2023

  Complaint: 20172334
  
  I am rejecting this response. 
  
  Regards,
  
  *****************************

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