Complaints

• Initial Complaint

  10/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased Feliway classic spray from Petco on 9/28/2024 in Los Angeles. Around 2:45am on Tuesday October 1, I sprayed it in the direction of my two cats who were fighting (not directly in face). Minutes later, my cat ****** was in respirator distress, drooling, meowing, and walking drunk. She is currently hospitalized in an oxygen cage at the emergency vet. Poison control and the critical care vet confirmed her respiratory and neurological symptoms are due to Feliway reaction, Your product poisoned my cat, almost killed her. The past 2 day hospitalization alone has cost $8,000. This product is poison. I want justice for what Feliway did to my best friend.

  Customer response

  10/14/2024

  Good morning,

  
  

  I did hear from Ceva Animal Health on October 3, 2024. The vet tech at the company spoke to me and then sent me an email last week stating my request for compensation was denied. 

  
  

  This was not my primary goal. My cat ended up having subsequent seizures and died on 10/9/2024. I am beyond destroyed about it. I will forward the message. 

  
  

  ********* *********** ***  ************

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We began applying Simple Guard 3 to my golden retriever, ******* once he was 8 weeks of age as directed by the manufacturer for a flea/tick solution. At 6 months of age is when he encountered his first seizure. We immediately suspected it was the Simple Guard so we consulted our vet at the time, ********* ****** *******l, and they insisted that would not be a reasonable cause. ****** continued to have seizures for the next several months and by that time we decided to consult a different vet, VCA. It has now been 5 years and ****** has had grand mal seizures EVERY 1-3 months as we continued to apply Simple Guard 3 since VCA nor Ceva Animal Health LLC has disclosed any possible side effects relating. We had even consulted with an neurologist at **** ***** ***** ******* where not even they acknowledged such disclaimers. Randomly we decided to stop giving ****** the flea and tick medication last year and since then he had not had a single episode. It was not until a cabin trip last month where we gave him Simple Guard 3 since he spent much time in the woods and we though was necessary. A week after the application, like clockwork, he had a 10 minutes seizure. With a combination of vet/specialist visits and expensive medication, we have spent well over 25k on a "disorder" that now appears to have been completely avoidable. I have old prescription bottles, never opened, that never state such side effects. EPA Reg. No. 83399-6 I refuse to be held accountable for any previous or future payments regarding ******** "epilepsy". He is now stuck on numerous prescriptions, Phenobarbital & Levetiracetam ($200 /month) as directed by VCA. I am demanding full reimbursement from previous purchases of Simple Guard and any medication or treatment relating to his seizures due to the wrongful and harmful disposal of this "FDA approved" substance. My pet has suffered the past 6 years, Ceva and any affiliates need to be help accountable.

• Initial Complaint

  09/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This company makes a product called Panoquell, which veterinarians use to treat pancreatitis in companion animals. The instructions for use are to administer it once daily for three days. Despite use as directed by a veterinarian in Tallahassee, FL to treat mild pancreatitis in a young Toy Poodle, the product caused anaphylactic shock after the third dose. The dog collapsed from anaphylactic shock and required emergency and ongoing care. Despite notice to CEVA and being provided with all medical records, it refused to respond to the owner (me). Similarly, the treating veterinarian was at first ignored. When CEVA finally responded to the treating veterinarian, it denied responsibility despite having not conducted blood or other testing that would have disclosed causation. The packaging for the Panoquell product contains no warning of the risk of anaphylactic shock.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Spoke with the Company regarding which product to purchase. I was given the wrong information. Called and emailed back to company numerous times. I was told by ***** that the company would replace it with the correct formula. I have left many messages and I am still waiting to hear back. I have since purchased the correct diffuser refills. A full refund for the incorrect diffuser refills should be issued.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  see attached I purchased a bag of dental chews for my dog "duo clenz" it made him very sick

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased 2 feliway diffusers on 9/17/23. Since then I have also purchased a 2-pack of refills. I spent approximately $90 total. Now, on 12/1/23, one of the diffusers started melting and giving off a horrible burning smell. I had followed all product directions so there is no reason this should have happened. If I hadn't been home to notice the smell and unplug the diffuser, it likely would have started a fire. I'm past the return window for the store, and the Feliway/Ceva website says they'll only provide a refund within 60 days. It's interesting how my product stopped working and nearly burned down my house just after that window closed. I want to be refunded for the money I spent on these dangerous products. I no longer have the receipts, but I uploaded photos to show that I do own the products.

  Customer response

  01/09/2024

  I received some very condescending emails from the business. They insisted their products could never be defective, and that I must be using them incorrectly despite me explaining how I followed the directions exactly. I also sent them other users similar experiences from various review websites. They still insisted everyone must be using the product wrong. The person I was in contact with, ******** ********, asked for photos of the product and the location I was using it, which I provided. She said she would send them to quality assurance and never got back to me. She completely ignored my request for a refund. Since my original complaint, I have found one of the receipts and can send photos if needed.

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a box of ****** topical flea medication for my 3 indoor cats. I put it on them mid July and by August 1, they were all infested again. I vacuum my home daily, I’ve sprayed for fleas. I contacted the company. They supposedly have a “satisfaction guarantee” which they do not stand by. I was told I applied it incorrectly and didn’t treat my home properly, etc. Their staff is horrible and condescending.

• Initial Complaint

  06/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased (2) separate Feliway Optimum Diffusers from Petsmart. Both leaked out 1/4 of the product as soon as they were opened and installed. Upon reading reviews online, HUNDREDS of customers have the exact same issue. There is no one else that makes this product so retuning it is not possible as exchanging will result in the exact same leaking issue with a replacement. I emailed both the Feliway customer support and Cera US and have never received a response.I want a non-leaking replacement

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought two tubes of Vectra 3D, which is a topical flea and tick treatment, and applied each tube to my two respective dogs as indicated on the packaging and website. The product damaged my property, namely, a sectional couch and my hardwood flooring. When I reached out to the company, the "Vet Technician" I spoke with, ****** *******, was exceptionally rude and told me that I could file a claim for damages, but it would most likely not be accepted because they hardly ever accepted anyone's claim, and that they would only reimburse me $250.00 if approved. My damages are substantially higher than that amount. There is no labeling or warning on the package that describes damage may occur to inorganic matter. This is a concern because, had there been a warning, I could have taken proper precautions instead of incurring damage to my property, which is costly to repair. Ceva Animal Health has been very rude and unhelpful in resolving this matter.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered Ceva's Vectra for my 5 cats (3 adults and 2 kittens) from ***********.com. On the box it clearly states "Satisfaction Guaranteed - Ceva Animal Health, LLC will provide new product or your money back". I used the product 100% according to the instructions and contacted Ceva by the email provided and told them that I wanted to take advantage of the Satisfaction Guarantee as I believe the product did not work as stated. I received a response from an ****** ******* (***********************), stating that the product should be applied as the instructions implied and that my house needs to be maintained and cleaned to make sure the larvae and fleas do not cause an re infestation. I clearly stated in my initial email that my house was cleaned 100% and my cats were 100% indoor only. She said that if I needed assistance I would need to call her, and that Ceva works closely with their authorized retailers to ensure a customers satisfaction. I would need to return the product to them for the refund. I responded back to her email instead of calling, and have yet to receive a response that they are falsely advertising a guarantee on their product when they obviously do not honor it. I also found the CEOs email address, and forwarded my email with Mrs. *******, to his email which I was pretty sure was accurate and also received no response from either afterwards. I will gladly forward the email with Mrs. ******* if needed. I have enclosed a picture of the satisfaction guarantee on the box and the original receipt. I would like a replacement of the product I purchased and want the company to stand by their satisfaction guranatee.

*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. ↩