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:01/29/2024

  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.

   
  Complaint: 21213077
  
  I am rejecting this response because:
  I did buy the first 30 chicks from Thiesens in New Hampton the chicks did come from ******** Hatchery and were not what I was told they were and that was confirmed by ***** at ******** Hatchery when I called. I then proceeded to order another 15 chicks that were suppose to be Broilers as well and they were Jersey Giants also. Hoovers Hatchery met me at the gas station in ******** not to be doing a nice deed but  for the fact they didn't want me coming to their location to pick up the chicks since I had other poultry. I'm not the only person that didn't get the Cornish Cross Broilers like they were supposed too either! I took it upon myself to contact the ********************* ****** because thus was very frustrating when you order something and have all the money for feed and it turns out you don't have what you paid for. I think their **************** needs to triple check that they are getting the correct birds. Because I know for a fact these are not Cornish Cross Broilers. Because they did not put on the meat like a Broiler has in the past. If they can't make it right with a customer that's ordered birds for years then I guess I'll take my business elsewhere! 
  Sincerely,
  
  *********************

  Business Response

  Date: 02/08/2024

  The customer reached out to ******************************************* on 9/11/2023, 9/12/2023, and 9/13/2023.

  On 9/11/2023 he reached out about some birds that he picked up at a store and they were not what he thought he was purchasing. The customer did not purchase them from *******************************************.

  The customer called us back on 9/12/2023 and wanted to place an order directly through Hoovers Hatchery and they did for 15 Cornish Cross Broilers unsexed, in which one of Hoovers Hatcherys employees drove and met with this person in ********, ** at the gas station.The customer has not reached back out to us by phone or text since meeting with them to deliver their birds.
  

  When we are doing a nice deed and meeting someone in person, our Customer Experience Team always double checks the order to ensure we are giving the correct birds.

  Business Response

  Date: 02/19/2024

  Just like you stated, you purchased your original birds from Theisens in ***********. You paid ******** in *********** for the birds. You would need to contact that ******** if there is an issue with something you paid them for. Also, again, if there was an issue with the order that one of the Customer Experience Specialists met you with in ******** at the gas station, then you should have reached out to us, which you did not. You have our phone number, let alone you have the Customer Experience Specialists direct phone number and texting line. When we do a good deed, and meet people to give them their birds, we always make sure they are the correct breed.

• Initial Complaint

  Date:07/18/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  In February if this year I placed an order for Chicks. Due to purchasing other chicks I canceled a portion of the order on March 23rd, 2023. On May 11th, 2023, I canceled the rest of the order. On 7/14/2023 I was charged $62.70 by ****** Hatchery. I did not place any further orders nor was I notified about a charge from ******. This unexpected charge caused a $28 overdraft fee on my checking account. I emailed ****** wondering what the charge was from. It was explained that their accounting department over credited me when I canceled my order. I was never notified of the error. I do not object to the error being corrected. However, the lack of notification and overdraft fee caused by their error needs to be reimbursed. Prior to ******** withdrawal my funds were sufficient to cover my expected insurance payments. Had I known there was an error to correct I would have added funds to my account to cover it. 07/17/2023$28.00Withdrawal, Courtesy Pay Fee ($50.53)07/17/2023$240.67ACH - ERIE INS GROUP: ERIEXPSPAY (A) ERIEXPSPAY ($22.53)07/17/2023$126.67ACH - ERIE INS GROUP: ERIEXPSPAY (A) ERIEXPSPAY $218.14 07/17/2023$22.17ACH - ERIE INS GROUP: ERIEXPSPAY (A) ERIEXPSPAY $344.81 07/15/2023$62.70POS/******** HATCHERY ******** HATCHERY, ************ IA $366.98

  Business Response

  Date: 10/25/2023

  Complaint ID #: ********

   

   

  We sincerely apologize for any inconvenience you have experienced due to the billing issue related to your order with ****** Hatchery. Your feedback is essential to us, and we appreciate the opportunity to address your concerns.

   

  I understand your frustration regarding the unexpected charge of $62.70 and the subsequent overdraft fee on your checking account. We take full responsibility for the oversight in our accounting department, which resulted in the over-crediting of your account when you canceled your order.

   

  I would like to clarify that the over-crediting was entirely unintentional, and we regret the lack of notification about this error. Such oversights are not in line with our commitment to providing excellent customer service, and we have taken steps to ensure that such incidents are not repeated in the future.

   

  In light of the inconvenience you experienced, the following actions were taken:

   

  1.       Refund: The $28 overdraft fee incurred as a direct result of our error has been refunded back to the original payment method used.

  2.       Notification Improvement: We have enhanced our internal processes to ensure that customers are promptly informed of any billing adjustments or errors in the future.

   

  We value your business and deeply regret any negative experience you've had with our company. We are committed to ensuring that your future interactions with ****** Hatchery are smooth and trouble-free.

   

  Once again, please accept our sincere apologies, and thank you for bringing this matter to our attention. We appreciate your continued trust in our products and services.

• Initial Complaint

  Date:03/03/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  ****** Hatchery. Advertised 10ct. Chickens. I paid for. I was sent baby chicks 12 hrs old. I could have bought in ********* TSC . Lied to and can't send them back. Postal Service. Bad business for false advertising.3/2/2023. Many types shown grown chickens.

  Business Response

  Date: 10/25/2023

  Complaint ID #: ********

   

  This particular customer did not directly place their order with ******** Hatchery. Instead, they made their purchase through a third-party website where ******** Hatchery acts as the supplier. The third-party website provides images of both baby chicks and adult chickens, allowing customers to visualize the chickens' appearance when fully grown.

   

  As per the details you mentioned in your complaint, you received baby chicks that were only 12 hours old. This information is clearly stated on the third-party website, both in the product details and specifications sections:

   

          Package Quantity: 10 baby chicks

          Birds are approximately 12 hours old when shipped

          Bird Age: 1 Day Old

   

  Since the time of this complaint, the customer has placed two additional orders through this third-party website, both of which were fulfilled by ******** Hatchery. These orders were made on 5/19/2023 (10 Count Baby Chicks) and 8/3/2023 (10 Count Baby Chicks).