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          Business Profile

          Dog Breeders

          Hidden Acres Puppies

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Dog Breeders.

          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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          Complaint Status
          Complaint Type

          • Initial Complaint

            10/18/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            On May 24, 2024 I made a VIP Deposit of $541.25 to Hidden Acres Puppies for a Goldendoodle puppy. The deposit was for first pick of a male puppy from a future litter that was to be born the end of August. I chose to do a VIP Deposit specifically because the website stated it was refundable. My husband was quite ill at the time so I felt reassured I could back out if it seemed necessary. My husband recovered thankfully but informed me that he did not like that breed. When the time frame that I was told for the liiter came and went I reached out to them and tried to arrange visiting them, since I was in the area with my husband, thinking maybe he would see a puppy there that he liked. We were unsuccessful in arranging that due to illness at Hidden Acres Puppies. This was late September and I went ahead and let Hidden Acres Puppies know at that time that I would like to get my deposit refunded. I was told that they were unable to give refunds for deposits. They said they would be happy to transfer the deposit to another puppy. I told them I feel they should honor what was, and still is, stated on their website. I told them I would not transfer my deposit to another puppy with them because I was no longer comfortable with their business practices. I am so hopeful that BBB can help me get this resolved.

            Business response

            11/22/2024

            Hi *******! Its not our standards of business to have subpar client service, so thank you so much for bringing this to our attention.

            To clarify things, HAP is under new management, and we apologize for any misunderstanding or miscommunication that may have happened during that transition. With the ownership change, we also did change the VIP refund policy. (See the updated terms available on our website),

            However we'll be glad to honor the policy that was in place when you placed the deposit. Please reach out to us directly at ************ for details, and we'll notify our team about this conversation, to make sure you're taken care of.

            Best regards,

            ****

            Hidden Acres Puppies

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          BBB Rating & Accreditation

          NR

          This business is not BBB Accredited

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          Contact Information

          7790 County Road 2832

          Mabank, TX 75156-6717

          Visit Website
          (903) 471-4891

          Customer Complaints Summary

          1 total complaints in the last 3 years.

          1 complaints closed in the last 12 months.

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