Northern Lights Retrievers

Initial Business Response /* (1000, 13, 2015/07/28) */
***response has been scanned in and converted to text below (original document is available using the online complaint system)
I am responding to the letter that I received from the Revdex.com dated July 9, The letter from Revdex.com informed me
that a former client had issued a complaint to the Revdex.com
First, I would like to provide some insight into how things are routinely handled by the vast majority of dog breeders, concerning the reservations for puppiesIt is the industry standard, that cash deposits are required by a potential client, prior to the client receiving a reservation for a puppyThe amount of the deposits varies from one dog breeder to anotherMy business requires a $cash depositThe purpose of the deposit is to provide the breeder a high assurance that the client will not back away from their expressed interest in purchasing a puppyThe deposits are non-refundableHowever, I will refund a deposit if I am unable to provide the client with the client's desired gendered puppy
A breeder has much time, expense, and commitment into the litters that they produceThe breeder has an obligation to their clients to raise healthy, well socialized puppiesIt takes a large commitment of time and money by a breeder, to be able to successfully raise and provide, top quality puppies for their clientsEqually, the clients have an obligation to fulfill their commitment to purchase a puppy that they have shown an expressed interest by their submittal of a depositIf deposits were to be refunded for any reason and at any time, there would be no purpose of requiring or accepting depositsRather, breeders would just simply take a client's name, place them on the reservation list, cross their fingers and hope for the best that all clients would be true to their word and purchase a puppy
I will now address this particular client and her complaintMs*** wants to receive her $deposit back after she voluntarily removed herself from the reservation list of my current litter born June 1"Ms*** asserts that the deposits should be refundable since I never specifically stated the deposits were non-refundableOn two separate occasions, I specifically stated that her deposit would be refunded if I were unable to provide her with her desired gendered puppyThe email messages were dated May 2, 2015, and also again on May 9, These two email exchanges are attached as Exhibit No other circumstances were mentioned as to when a deposit would be refundedThe reason for no other conditions being listed when deposits would be refunded, is because, there are no other circumstances for which a deposit would be refundedI listed the one and only situation when a deposit would be refundedBoth of the notifications explaining when deposits are refunded, were received by Ms***, prior to her sending the deposit
I shared this situation with my current and previous clientsI asked that if they felt inclined to do so, to please state their thoughts, opinions, and experiences that they have had with me and my businessI have attached the letters and email messages that I have received to dateThe letters and messages will be labeled Exhibit 2-Not one negative comment concerning me or my business or my business practices was receivedBut rather, you will see comments and expressions of high praises, and complete satisfaction with me, my business, my business practices and most importantly, the puppies that they have purchased from meYou will also notice that all of the clients understood the deposit process and when a deposit would be refunded to them
To the best of my knowledge, Ms*** has verbally attacked me on two separate occasions to dateThe first episode she wrote disparaging remarks on the Facebook page of my businessI had to remove the "Review" section on the Facebook page of my business as it was the only method to remove Ms***'s derogatory commentsIt is too bad, as there were many excellent reviews posted in that section of the Facebook page for other potential clients to viewThe second episode, Ms*** felt it was in her best interest to email all of the clients who are on the reservation list of my current litterThis current litter is the same litter that Ms*** opted to remove herself fromIn the email to the other clients, Ms*** again wrote disparaging remarks concerning me and my business practicesFortunately, most of the clients reached out to me to express their complete trust, and appreciation of the outstanding effort that I put forth to keep each client well informed of what is transpiring with the litter that they are to receive a puppy from
I have fulfilled all business obligations to Ms***I had two male puppies from which she could have chosen a puppy fromIt was Ms*** who made the decision to remove herself from our business agreement, thus forfeiting her depositI reiterated to her, after she informed me that she wished to remove herself from the reservation list, that deposits are only refunded if I am unable to provide her with her desired gendered puppy, and offered her the opportunity to keep her reservation intactShe again declined
I respectively ask that this case be closed
Initial Consumer Rebuttal /* (3000, 15, 2015/07/30) */
The company's response does not address all of the facts and does not resolve my issueMr*** did not fulfill any business obligation as he stated, There was no "business agreement" or "forfeit of deposit"I am rebutting Mr***s response and request that he return my $with no further action once returned
In Mr***s response he stated "...the clients have an obligation to fulfill their commitment to purchase a puppy that they have shown an expressed interest by their submittal of a deposit." It is a fact that there was never a signed contract between myself and Mr***, owner of Northern Lights Retrievers stating I committed to any such obligation
In Mr***s response he stated "the purpose of the deposit is to provide the breeder a high assurance that the client will not back away from their expressed interest in purchasing a puppy"It is a fact that there was never a signed contract between myself and Mr***, owner of Northern Lights Retrievers stating that the deposit I paid was to compensate Mr*** for the potential loss caused by me, the client, if I chose to cancel my intent to purchase a puppy
It is a fact Mr*** told me in email correspondence the $was to "secure the 2nd pick male from the litter"It is a fact that Mr*** did not specifically state that the deposit to secure my choice was a "non-refundable deposit" until three days AFTER I informed Mr*** that I needed to cancel my plan to purchase a puppy
It is a fact that I clarified to Mr*** that I had reviewed all of our previous correspondence and that nowhere did HE state that the deposit was non-refundableIt is a fact that that Mr*** replied to that clarification I made and he AGREED in his response to me that there was nothing that stated specifically the deposit is non-refundable
It is a fact that I included a letter (attached to this rebuttal) with the check I sent Mr*** that stated the check I sent was "Refundable Deposit Amount: $500"Furthermore it is a fact that the business owner sent an email stating he received the check and he did not state any correction about the check not being non-refundable
In Mr***s response he provided Revdex.com the insight into "how things are routinely handled by the vast majority of dog breeders concerning the reservation of for puppies..."It is a fact that Mr*** did NOT provide me, the client, with any of the information stated, specifically paragraphs and 3, to ensure there was a clear understanding of his process and the intent of the deposit
In Mr***s response he addressed how a breeder has much time, expense, commitmentand obligation to clientsThe fact is these are all simply requirements of running a businessI will add one value that was not mentioned - POSITIVE CUSTOMER SERVICE
In Mr***s response he included support letters as exhibits 4-With respect to those who took the time to write a statement, it is a fact that they are not any of my business nor a part of this specific complaint
In Mr***s response he stated that I verbally attacked him which is a far-fetched description in my opinionI provided a customer review and rating based on my own personal circumstance with Mr***Customer Rating on Facebook is for customers to provide feedback about the satisfaction or dissatisfaction they feel with a product or a serviceCustomer comments and complaints given to a company are an important resource for improving and addressing the wants and needs of a customerFurthermore, Mr*** is not being truthful that he had all positive reviews except for mine on FacebookIts possible that deleting the reviews section may have been in his best interest
It is a fact that I made a point to be polite with all email correspondence to Mr*** which can all be viewed in my original statement
It is a fact that I cancelled my plan to purchase a puppy more than days (to be exact), prior to the date communicated of client piallowing ample time for Mr*** to offer the availability of the litter pick to a new client which I am certain he was able to do
Final Business Response /* (4000, 17, 2015/07/30) */
The consumer was well informed of when a deposit would be refundedShe reiterated, in a cover memo sent with the deposit, that she understood that the deposit would be refunded if the business would be unable to provide her the desired gendered puppyShe was informed in two separate emails, prior to her making a deposit, of when a refund would be provided; that being, when the business would not be able to provide her the desired gendered puppy that she had placed a deposit for, with the intention to purchase said gendered puppy
No letters from clients were omitted from the case fileI submitted all letters that were received
Due to the consumer backing out of the agreement to purchase, the business experienced additional expense to advertise the puppyThe business also had to reduce the purchase price of the puppy, that the consumer removed herself from, to successfully sell the puppyThe actions of the consumer caused the business to expend unnecessary loss and expense
I completed all obligations to the consumerThe consumer opted out of her agreement and commitment to purchase a puppyHer decision to remove herself from the reservation list was on her own doingI had no part of that decision