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Breeders BC
  • Home
  • About Us
  • Breeders
  • Membership
    • Application
    • Fees
    • Membership Value
  • Code of Ethics
  • Constitution
  • Standards of Operation
  • Education
  • Volunteers
  • Complaints Process
  • Contact Us
  • Consumer Disclosure

Complaints

 

Responding to NAEB complaints is a good Breeder industry practice  and “the right thing to do” whether or not a Breeder is NAEB Member. A  majority of non-NAEB Breeders cooperate by responding to complaints.  Cooperation by non-NAEB member Breeders is voluntary. Unlike NAEB  Breeders, non-NAEB Breeders have not made a commitment to respond to  NAEB complaints. 


When you file a complaint 

Everything you submit will be forwarded to the Breeder including your identity. You will be notified of the Breeder’s response when we receive it (or you will be notified that we received no response). Complaints are generally closed within 30 days.

 

Timeline 

1. Complaint is filed. 

2. NAEB works to get the complaint processed within three Business days. 

3.  Breeder will be asked to respond in 14 calendar days from the date you  filed the complaint. If a response is not received, a follow-up letter will be sent to the Breeder. 

4. Consumer will be notified of the Breeder response when the NAEB receives it and will be asked to respond. 

5.  If the Breeder fails to respond, the consumer will be notified.  Complaints are generally closed within approximately 30 calendar days  from the date filed. 

If the Breeder responds to a complaint but the customer remains dissatisfied, NAEB may request a second response  from the Breeder. NAEB staff will also consider whether mediation or  arbitration should be offered. 

 

Once a complaint is closed, NAEB will assign one of the following closing statuses: 

1. Resolved = The complainant verified the issue was resolved to their satisfaction. 

2.  Answered = The Breeder addressed the issues within the complaint, but  the consumer   either (a) did not accept the response, OR (b) did not  notify NAEB as to their satisfaction. 

3. Unresolved = The Breeder responded to the dispute but failed to make a good faith effort to resolve it. 

4. Unanswered = The Breeder failed to respond to the dispute. 

5. Unpursuable = NAEB is unable to locate the Breeder. 

Failure  to respond to a NAEB complaint may have a negative impact on the NAEB  rating or membership status of any Breeder, because being responsive to  customer complaints is a core element of both NAEB Accreditation  Standards and NAEB Reporting Standards.


 

A complaint can be filed by one of the following methods:

1. Via NAEB website  

2.  Or by submitting a written letter of complaint to  NAEB (please  include your full name,           address and phone number, email, the Breeders name,  address and phone number, a brief summary of the issue, and your desired  resolution.  

The following criteria should apply before proceeding with the complaint process: 

1. The consumer should have contacted the Breeder at least once to resolve the issue  

 NAEB  handles disputes that relate to marketplace issues experienced with the  services or products a Breeder provides. We do NOT handle the following  types of complaints (please note this may not be a complete list): 

o Complaints about discrimination or violation of similar statutory/constitutional rights 

o Complaints seeking criminal penalties or alleging criminal violations 

o Cases that are already in or have been resolved by a previous court action, arbitration, or settlement between the parties 

o Complaints against companies that are out of business 

o Collection of payment owed for goods or services provided (NAEB cannot act as a    collection agency) 

o Issues based solely on dissatisfaction of price 

o Buyer’s remorse 

o Anonymously filed complaints 


Important Notice 

1. Your complaint cannot be changed, edited or deleted once it has been submitted. 

2. An exact copy of your complaint will be sent to the Breeder. 

3. Once a complaint has been closed, the text of the complaint may be  publicly posted on NAEB website. By submitting your complaint, you  are representing that it is a truthful account of your experience with  the Breeder.