Complaints

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Dog ate a greenies dental stick on 11/13 and then became very ill and vomiting. He refused to drink water or eat. We took him to an emergency clinic on 11/15, 11/18, and 11/20 and he was admitted to the ***. He would not eat or drink for 10 days and required constant care. He was diagnosed with an ileus that was treated by the hospital. However he later began having Seizures and organ failure. My dog ended up having a stroke due to the multiple seizures back to back and was unable to walk or move. On 11/23, the vet said there was no chance of him surviving and ended up euthanizing him. I spent almost $6000 trying to keep my dog alive and still lost him due to their product. Greenies dentasticks caused a bowel obstruction that ultimately ended in his death. I reached out to the company in hopes that they would take any issue their products caused seriously, but instead they were rude and unprofessional. This was the email I received from them:Dear ********,Since you *** passed away after eating that product you mentioned, could you please answer the questions below also:Was this a new product for your ***????????????If this was a new product, did you introduce it to them gradually to it How did you do the transition????????????What other foods (dry food, wet food, human food) treats, bones, supplements and/or medications (including flea/tick/heartworm prevention) were given to your ***?????????????????????How long after you began feeding from this bag/container did the symptoms begin? Do you have any other pets in your home??????????Do your other pets also eat this food/treat and did they have any symptoms or issues????????????When your *** was outside; were they leashed walked, in a fenced yard, free roaming (no fence) or tethered and were they unsupervised at any time outside???????Again, thank you so much for bringing this to our attention. I hope to hear from you soon. Sincerely,******* GREENIES Pet Parent Partners Case ID: ********

  Customer response

  11/26/2024

  
  December 19, 2005
  
  
  It is the nation's top-selling dog treat, with $315 million in domestic retail sales last year.
  
  It is so beloved by dogs that amused owners have a nickname for it - doggie crack.
  
  And it is the reason, contend ******* ******** and ******** ***** of Manhattan, that their miniature dachshund, ****, is no longer alive.
  
  On July 22, as she'd done regularly for the past year and a half, ***** gave the 4-year-old rescue dog his Greenies treat. The next day, **** was on an operating table, where vets removed three feet of necrotic intestine and what looked like a soft foamy green mass.
  
  Two days later, **** was dead.
  
  The couple says S&M NuTec of *****************, Mo., the manufacturer of ********, sent an e-mail expressing sadness for their loss, and offered to pay the almost $6,600 in medical bills as well as $2,000, the estimated purchase price for a mini-dachsie like ****. In return, ******** and ***** would have to sign a confidentiality agreement and agree not to pursue legal action.
  
  "That incensed us even more," says ********, who along with ***** has filed a
  
  $5 million lawsuit, charging that Greenies are "unsafe, inadequately labeled" and ultimately caused ****** death.
  
  Invented by a couple plagued by their dog's chronic bad breath, toothbrush-shaped Greenies are marketed as "multifunctional dental treats" that, when used daily, reduce tartar by 62 percent and gingivitis by 33 percent. The company stresses that owners feed the correct size Greenies for their dog's weight and follow the feeding guidelines, which say the treats should not be fed to dogs who "gulp."
  
  (For toy breeds, young puppies and the chew-averse, the company developed Greenies Lil' Bits. It also recently unveiled Feline Greenies for cats.)
  
  ******** counters that **** did not choke on his Greenie and was always supervised when consuming the treat. "The Greenie was a foreign object in his intestines."
  
  S&M NuTec declined to comment on the litigation but disputes there is any problem with the treat's digestibility.
  
  "The digestibility testing that we have with Greenies shows them to be more digestible than the average dry dog food when adequately chewed ... " reads the company's e-mailed statement. "If a dog swallows a large piece of Greenies, or a whole treat, the digestion process will be extended because of the decrease of treat surface area to digestive liquids and stomach action."
  
  Veterinarian ******* ********* of Wheat Ridge, Colo., a board-certified internist, disagrees. "They don't dissolve in the stomach," he says. "When we take them out, they're not digested. And they are causing both esophageal and intestinal problems in dogs to an extent that is concerning."
  
  S&M NuTec says Greenies obstructions are "rare," with most caused by improperly following feeding instructions.
  
  But ********* believes incidents are underreported. Earlier this year, at a meeting of the ************************************************, a group of gastroenterologists discussed obstructions caused by "compressed vegetable chew treats" such as Greenies. By an informal show of hands, he says, "a significant number said, 'Hey, we have problems.'"
  
  Concerned about such cases in his own practice, ********* set out to study reports of obstructions from 1999 to 2004 in the Veterinary Medical Database, which records cases from two dozen vet schools.
  
  The results, outlined in a multi-authored article soon to be submitted to the Journal of the ***************************************, found that, after bones and fish hooks, compressed vegetable chew treats were the third-most-common culprit in obstructions.
  
  ********* notes that the cases mostly involved small dogs.
  
  But big dogs have their issues with compressed vegetable chew treats, too. ****** ******* of ****************, ******, says she fed Greenies to her Dalmatians and "never had problems" - until ***** went to live with her daughter and started getting more than his usual ration.
  
  The 5-year-old Dal had three bouts of unexplained vomiting. As Gerwirtz walked him outside the vet's office that last time, "he vomited, and there was all this green stuff.
  
  "I really think it's hit or miss," Gerwirtz says, noting that voracious chewers like ***** may be prone to problems. Still, she no longer gives her dogs Greenies.
  
  It's a decision that ******** wishes he had been given the opportunity to make.
  
  "We always felt if this product had fair warning and fair labeling," he concludes, "we would never have put our dog in harm's way."
  
  WRITE TO ****** *****, c/o Newsday, ***********************************************************, or e-mail ********************************************** . For previous columns, ******************************************
  
  Email: **********************************************
  malernee
  Site Admin

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

  
  
  Posts: 462

  
  

  Business response

  12/06/2024

  Thank you for notifying us of this consumers concern. We take the health and well-being of every pet we feed very seriously. Its why we have tried to take the opportunity to learn about what happened with her pet.
  Our Pet Parent Partner Team originally reached out to this pet parent 11/25/24, in response to an e-mail she sent.  We have asked the pet parent to provide more information regarding her concern. We have yet to receive the requested information. We will try to reach out to her again, so that we may have the opportunity to investigate this further.
  Regarding the ???s, we have reached out to her, apologizing for a system error creating the ??? in our original e-mail to her. We truly do apologize for that and are currently looking into the issue with the system administrator. 
  Again, we have requested some kind of information on her concern.  However, we have yet to receive any product information to investigate or medical records to review.
  If we are unable to connect with her via a call, we invite the pet parent to please reach back out to our Pet Parent Partner line to assist her further. 

  Customer response

  12/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ok so they offer a rebate when you adopt a dog. So I submitted my receipt from the general dollar like they asked and then the receipt from the dog adoption. The first time that I do it. It says I already qualified with this receipt. So I contact them. And a day later I receive an email that requests that I fill out the information because this is the last step for payment. So I do this after I do it I receive a screen that says this email has already qualified. So I email them once again. Which it makes way more than three business days for anyone to contact you back and the re age is supposed to be paid out to you in 48 hours. We are going on a good two weeks right now. Anyways after I email them they tell me the format for my general dollar is not right. Do I submit another one which once again says I've already done it.. do I email them again and I received something from ****** who says they have reviewed me account and I should be paid in 72 hours. Which I asked why is it that it is longer than what they say on the fine print. Of course nothing. I've called and emailed and no payment. Nothing they don't care. Just a bunch of emails saying congrats on your new pet and that's it. They are a scam

  Business response

  08/16/2024

  We have received confirmation from our ****************** team that the customer's receipts are received and validated. The ****** reward of $200 was issued to the customer's registered email address on 8/13/2024. Please ask the customer to check her ****** account for the reward amount.
  
  Thank you for your patience.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I saw an advertisement from Marspetcarepuppies.com on line advertising teacup Maltese for $700.00 and that includes shipping. I then ask if the puppy was still available and some more information regarding the puppy. I surely received an email back from them saying that princess was still available and that they could have her delivered today which was July 8, 2024. I received an invoice from Ace air cargo. On the invoice itself, it stated that I needed to have a microchip inserted into the puppy with my full name and a subscription to poison helpline for pets. The cost that I had to give was $459. I have been trying to contact the person that I was speaking to originally as well as Ace cargo. I am not sure about Ace cargo could possibly be a legit company. I dont know. I did call a number that was given and left a message. In essence, my total loss of money was $840 I gave them 350 as a deposit for the puppy and told them they would get the rest when the puppy was delivered. The gentlemans name that gave me the information for payment was *******************, The phone number that he contacted me with is **************. That number is registered to ****************************************. The person that I had to send the money for the micro chipping and another item, his name is, *******, **** and his phone number is ************. I paid I paid the money through Zelle on both transactions and *********************** was the one that got. $490.

  Customer response

  07/10/2024

  I spoke to the seller last night about all of the additional charges that keep coming up, such as, the ncharge of transferring insurance to the buyer. The amount for this charge was $1295.00 and that the charges that *** paid and this additional charge would be fully reimbursed. I again reiterated that I was not paying any more money to have the puppy delivered. I sent an email to the seller along with the air cargo folks that if they could not deliver the puppy today without the additional charge $1290.00 then I informed all involved insetting the puppy here that I would expect a full refund for the deposit ($350.00) and the microchip and subscription to the Pet Poison Hotline ($490.00) to be placed in my account within ***** hours. I have not heard anything from them since I sent that correspondence.

  Business response

  07/12/2024

  Thank you for notifying us of this consumer's concern. Our ************* team was able to reach out and speak with this consumer. 

  I was able explain, the "Mars ********* she is dealing with, is in fact not the real Mars Petcare ****  She seemed relieved to get an explanation and stated she no longer wishes to have a report in BBB against the real Mars Petcare **** and wanted to see if BBB could contact her about it. 

  We are so sorry this is happening to her.  She was very pleasant to speak with and I've invited her to call me back anytime to discuss different diets she may be interested in for the other pets she has.  I'm happy to send some vouchers.  

  Thank you for brining this issue to our attention. 

   

  Customer response

  07/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subject: Unresolved Rebate Dispute: Iams Checkup Challenge I am writing to file a formal complaint regarding ****' rebate program, specifically the "Iams Checkup Challenge." Despite submitting valid qualifying receipts on multiple occasions, I have yet to receive the $150 rebate owed to **** have diligently followed all instructions provided by ****, resubmitting the necessary documentation as requested. However, each time I reach out to inquire about the status of my rebate, I am met with the same response: they claim to have already received the valid qualifying receipts and are unable to process my submission.I have made numerous attempts to resolve this issue directly with ****, contacting them on the following dates: 05/16/24 05/19/24 05/23/24 05/27/24 05/30/24 06/01/24 06/04/24 06/05/24 Despite my efforts, the matter remains unresolved, and I am yet to receive the rebate promised through the "Iams Checkup Challenge" program. I am requesting that Iams honor their commitment and provide me with the $150 rebate without further delay.Enclosed with this complaint are: Email thread documenting my correspondence with ****. Copies of the qualifying receipts as evidence of my participation in the program. Terms and conditions outlining the obligations of both parties regarding the rebate program.I kindly ask for your assistance in resolving this matter promptly. Please let me know if any additional information is required from my end.

  Business response

  06/14/2024

  Thank you for notifying us of this consumer concern.  Our Pet Parent Partner Team was able to reach out and confirm the necessary information regarding the concern they were having. 
  We were able to resolve the issue by sending the reward owed to the consumer.  This case has been closed. 
  However, if the consumer has any additional questions or concerns, they can reach out to us by calling **************, Monday- Friday 8am-4pm EST. 

  Sincerely, 

  **** RVT 

  IAMS Pet Parent Partner Team

  Business response

  06/14/2024

  Thank you for notifying us of this consumer concern.  Our Pet Parent Partner Team was able to reach out, speak with this consumer and gather the necessary information regarding the concern they were having. 
  We were able to resolve the issue by sending the reward owed to the consumer.  This case has been closed. 
  However, if the consumer has any additional questions or concerns, they can reach out to us by calling **************, Monday -Friday  8a.m.- 4p.m. EST. 

  Sincerely, 

  **** RVT

   

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bag of iams dog food that cost me $64.99. purchased often. I have assistance dog. Vet told me dog has allergies needs to go on prescription diet. Phone Iams. Was promised refund because I was long time good customer. I have waited 4 months. No refund. Called today checking. Man with heavy accent from Columbia was very rude to me. Extremely rude to me. Why is this company answering in Columbia? You transferred me to us. Woman demanded my cell number or PayPal number or ******* number to wire me the refund. I am appalled and I believe this is some kind of trick. Why is a name brand long time company treating a long time consumer like this? Please help me get my refund. I don't give personal banking information to anyone on the phone. The woman demanded my email which I gave her and told me that she would arrange half the money in a refund. Why would you give me half my money back when I paid $64.99? The behavior of this company if it's this i'm's company I'm dealing with is unbelievably awful. Please help me get my **** return to me. I have since donated the food to the local shelter. please close the situation as it has almost been 5 months now.

  Business response

  01/09/2024

  Thank you for notifying us of this consumer concern.
  The consumer had originally contacted us, stating the product was expired.  She had asked for a refund but did not accept it in the form we were able to provide.  Consumer therefore agreed to a replacement voucher and coupons.
  The consumer then called back stating she had switched to another product due to her pets allergies, for which we then issued a refund in the amount the consumer had originally requested. 
  We sent a voucher and coupons on 10/26/23 and a refund was sent on 1/4/24.  We show the vouchers were delivered and the refund was processed and sent out. 
  Based on review of the case, we are unable to send anything further.
  We have logged her concerns for our quality team and will continue to monitor. 
  If the consumer has any more questions or concerns, we invite her to please contact our ************* line, so that we may assist where we can.  

• Initial Complaint

  03/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I fed my dog Cesars wet dog food, afterwards my dog suffered in pain with a swollen stomach. She was rushed to an ER vet after hours, X-rays could not show her insides due to inflammation. It costed me over $700.00 that one night. They gave her laxatives and the following day I took her to our primary vet, the x rays showed unidentifiable particles within the food. Costing me another $700.00. I contacted Mars petcare, sending them the vet bills and x rays, they still refuse to reimburse me. In *************************************************** there food and have a history of this. My 7lb morkie suffered immensely. I want some responsibility on their part and at least half or all of my vet costs reimbursement. They claim they have a licensed veterinarian on staff that is investigating this, her name is ****** and my case number is ********. I do not believe them and they are jerking me around on this matter. They have the x rays, the bills for two weeks and were provided everything immediately.

  Customer response

  03/28/2023

  
  I have heard from Mars pet care company several times through email. For over a month I was given the runaround from the company. I saved all the emails dating back to 02/17/2023. They assigned me a case ID ******** and the name of the person I was dealing with is ******. In her emails she stated she was licensed veterinarian and had to conduct an investigation in order to pass it along to her liability company Liberty Mutual. I immediately sent her all the documents that she requested which was receipts to the two vet bills, medications and x rays, I also called my primary veterinarian giving them permission to speak with ****** to conduct her investigation.  As days went by and then weeks not hearing anything back from ******, I called her only to find out she didnt move forward because she claimed she was missing a document from the ** veterinarian. I had words with her in frustration because she never notified me for weeks that she was missing a document.  I sent her everything she asked for to begin with but she claimed she was still missing something.  Finally, she handed the case over to liberty mutual insurance so they could conduct an investigation.  Liberty Mutual also assigned me a claim number P949395342 and the name of the employee assigned to the case is *************************** her direct phone number is **************. After not hearing anything back for 2 weeks from liberty Mutual to see if I would be reimbursed for my vet bills, I decided to call them only to learn that I would be denied my claim for reimbursement. The reason I was given is that I could not prove that Mars pet care food had a specific named particle in the food.  I explained to her that the first X-ray at the ** vet showed my dogs stomach was so swollen they couldnt see what was in her stomach, so they prescribed laxatives to clean her out to get a better visual. I then followed up with my primary vet who took another x ray, in the x ray it shows particles of an unknown source mixed in the food of her stomach.   The veterinarian couldnt name the particles for example tiny bits of plastic, but the x ray showed without doubt the particles were in the food.  This caused severe swelling of my dogs stomach and pain and thats why she was initially rushed to an ** vet the night it happened on February 16th.   When I filed my complaint with the BBB, I also found several other complaints on your website from the same company after using the same food brand *****.  All the cases were exactly like mine, pet owners complaining that there pets suffered from severe swelling of the stomach and particles of some sort of plastic from the packaging company. Many of the cases went through long waits to fight and get there vet bills reimbursement.    My last conversation with liberty mutual was yesterday when I was told I was being denied. I was very disappointed and frustrated that it took a month and a half only to be denied. I checked with my primary veterinarian ************** and she was never contacted by Mars pet care or liberty mutual. Which means for a month and a half there so called investigation never took place they were just giving me the runaround.  If they wanted the tiny particles in the food identified in order to reimburse me then that was up to them over a month ago to request further testing from the veterinarian as they conducted there so called investigation.   They never even contacted either veterinarians. When I asked ****** at Mars pet care for her veterinarian license credentials that she stated in an email that she was a licensed vet, she refused to give it to me to verify.   ****** and liberty mutual sat on this case for over a month without conducting any kind of investigation, leaving me with a sick dog that could of died from the inflammation.  My dog is a morkie and only 7 lbs and she couldnt pass the unknown particles that were in the food without laxatives and pain meds.  Liberty mutual also stated that this dog food is manufactured in bulk at if it was tainted it would be in all the stores in my area. My response to her was that this dog food is not a recall issue, it is a manufacturer issue in the packaging warehouses. I corrected her by saying this dog food is sold in singles as well on the shelves at all stores.  I also told her there are several complaints about this dog food on the BBB website since 2016 through 2022 all with the same issue. Only one was isolated in ******************************************************************* the food. The rest of the complaints were at random when it wasnt purchased in bulk.    Liberty mutual really has no clue that this food is sold in singles on shelves in stores, no investigation was done by them or Mars pet care.   After being denied yesterday for reimbursement I emailed a supervisor at liberty mutual and also called leaving a detailed voicemail. I still have not got a response. The name of the supervisor at liberty mutual is Alma *****, her email is *************************************.     I hope all this information can help my case with you, if you need anything further you can email me or call me at ************. 
  

  Business response

  03/30/2023

  ****************** contacted Mars Petcare on 2/17/2023 regarding the ***** Dog Food she purchased and fed her dog, Mocha. The case was directed to our Pet Health & Wellness Team where our Specialist ******, who is a Licensed Veterinary Technician, began working with ****************** to investigate further. We received partial veterinary records and invoices on the same day.We began working through our investigation process. Our goal is to complete our investigation within 30 days of receiving all requested information. During the investigation it was determined that only partial veterinary records were received. We contacted ****************** on 3/7/2023 to request the ***************.The *************** were confirmed received on 3/10/2023. We continued with our investigation and on 3/17/2023 we notified ****************** that we had completed our investigation and had sent the case on to insurance (Liberty Mutual) for final review and consideration. Once a case is sent to insurance, Liberty Mutual assumes ownership of the case and handles all communication with the Pet Parent going forward.
  
  If ****************** has any questions or concerns regarding her claim we recommend she contact Liberty Mutual to discuss further. 

  Customer response

  03/30/2023

   
  Complaint: 19552762
  
  I am rejecting this response because: I submitted the documents on February 17th 2023. The document ****** is referring to is from the ** veterinarian which she had the invoice to stating the amount of the meds and **rays and visit. ****** from Mars pet care waited exactly 18 days later on March 7th to tell me she wanted the veterinarians detailed notes. The reason I never initially sent it because that ** veterinarian couldnt see anything on the **ray due to severe swelling of the abdomen. Thats why my dog was given pain meds and laxatives and recommended a follow up visit with my primary veterinarian.   18 days went by without ****** contacting me for that document, nor had she contacted either veterinarian to conduct an investigation.   ****** also stated in an email that she is a licensed veterinarian, when I asked her for her credentials she denied me.    Liberty Mutual is denying me reimbursement based on ******* investigation that was never done. ******************* a supervisor at liberty mutual has finally responded to me today blaming my pets digestive system. Liberty mutual has stated that Mars pet care has stated that my complaint was the only complaint and there was no other batch of food contaminated.   Mars pet care has over 15 cases of dogs and cats falling ill with severe stomach issues since 2016 through 2022.  Only one was an isolated batch in 2016 when it became a recall. The rest of the cases were at random sold single in stores in different areas. This issue comes from a packaging issue in there warehouses where tiny plastic particles get mixed in the food. The animals cannot digest these tiny particles causing them to have severe swelling of the stomach.  In all the cases listed on the BBB and online reviews, all the animals needed veterinarians, x rays, laxatives and pain meds just like my dog. Liberty mutual and Mars pet care are trying to wash there hands of this matter leaving me stuck with the bill.   If ******  was conducting a thorough investigation she would of requested stool testing from the veterinarian to specifically name the unknown particles in the x ray and she would of contacted the veterinarian, which she never did. I know that because I spoke to my veterinarian **************. Also, ****** the investigator or veterinarian is unknown which she is or not didnt even request the batch of unused food for testing to see if there was any other particles in them.    This company did not do a proper investigation, they sat on this case for too long sticking me with the bill.  
  
  Sincerely,
  
  ***********************

  Customer response

  03/30/2023

  My Primary Veterinarian specifically states in the x ray results A Foreign Material  

  It was ******* job to investigate the rest of the dog foods, it was ******* job to thoroughly investigate further testing with my veterinarian, she did absolutely nothing for over a month in a half 

• Initial Complaint

  10/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Mars Petcare uses a local company, ************************, for the testing of new dog food products. I was recently contracted to do a study with them about their ***** dry dog food product, which we feed our dog regularly, and, due to an error on the side of ************************, I was not compensated for my time in this study. I reached out to Mars ******** on Oct. 26, and laid out the details of how I was harassed and made to feel highly uncomfortable in the focus group setting by ****, one of their workers, and, when I called out the inappropriate behavior by **** (and *****, the representative hired by *****/ Mars) they would not give me the compensation that I was promised. I drove over 30 minutes to get to the study that day, six months pregnant, and took time off of work to be at the study they had contracted me for. I am owed my agreed upon compensation, and, more so than that, I am deeply upset that this company has proof of me being harassed as a member of a protected group, and is ignoring this incident. ************************ is not an accredited company, and I was hopeful that once I told Mars ******** about their egregious practices, they would cease using them for their dog food studies. As of this post, they are still under contract with them for upcoming studies and no one has been in touch with me to rectify the unfortunate situation that occurred. I would like Mars to resolve this by sending me the compensation I was promised for being a member of their contracted focus group.

  Business response

  10/28/2022

  *****,
  
  We are so sorry to hear about this experience. Please know that we are working closely with our partners at ************************ to share your feedback and ensure this issue is resolved in a timely manner.Please feel free to reach out again if you do not hear from them.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Since the end of JULY 2022 I have been dealing with the **** ******* ********* ****, i gave them **** receipts twice and sent them a Vet bill for my kitty ****** for over $300. I have gone back forth with them and they just can"t seem to geti it straight after 20 commuications. I have sent them everything they need, and they just are not satisfied. I submitted everything before the 7/31/ 2022 final day of submission.

  Business response

  09/19/2022

  Business Response /* (1000, 5, 2022/09/08) */ We apologize for the frustration with this matter. Our fulfillment group has reviewed this issue. Since there were multiple receipts, we escalated this situation. As of 9/2/22, the receipts were validated and reimbursement will be happening within 10 business days. Please let us know if there are further concerns.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear Mr. ***** **** & **** Petcare Executive Staff: I am writing once again and presenting a Final Demand to **** Petcare regarding a very distressing experience with your***** products - as aforementioned in my previous email - after my Dog became extremely ill after consumption of this product, on Sunday of last week. Approximately 24 hours after her first feeding (with absolutely no other food fed to her during this period), my indoor Dog, began repeatedly and profusely vomiting and experiencing mucus-laden diarrhea, multiple times and multiple episodes. After rushing her to the emergency veterinarian (and a follow-up the next day) for treatment including subcutaneous fluids and medications to stop vomiting, it was determined to be a dietary indiscretion and likely contamination, with this***** product being the only product she consumed in the prior 24-48 hours. As a result, I have incurred over well $1,000.00 in vet expenses and lost time with work, which I must request immediate reimbursement for, prior to further action including but not limited to, Civil action and media contact for Consumer Protection matters. Per ****' request, I sent over exorbitantly detailed vet records, labs and invoices, and the company refuses to assist me without a lengthy and arduous process which has now caused me notable medical distress. In speaking with ****** (a LVT, not a veterinarian) I was mis-advised if several key pieces of information regarding my case, and I was promised a call from her manager ******* prior to sending my case to their insurance carrier - this did not occur, and she sent my case to them without my authorization, as I wished for this to be resolved urgently and in house. As a disabled person, I am not medically capable of dealing with an arduous and drawn out insurance process, and I must request immediate contact from senior level management to resolve this egregious matter urgently today, prior to engaging my *** Counsel & Consumer Mediation.

  Business response

  09/08/2022

  Business Response /* (1000, 5, 2022/09/02) */ We are sorry for the experience that the pet parent had with one of our products. We have spoken to him at length and were able to fully resolve this issue. Please let us know if there are any remaining questions. Consumer Response /* (2000, 7, 2022/09/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Amicable resolution reached

• Initial Complaint

  08/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had bought 3 bags of dog food from ******* and the food started making my dogs sick. ***** at ***** told me I have to provide them with receipts of my purchase, so I can be reimbursed with "vouchers" when I purchased these items weeks ago and no longer have access to my receipt. I am able to show on my bank statement what I spent at ******* on the dog food, but because I do not have my receipts I can't get any resolution. So now I'm sitting with two and a half bags of 30lb dog food that I can't do anything with because 1. It's making my dog sick, 2. I don't have my receipt to return it to the store.

  Business response

  09/21/2022

  Business Response /* (1000, 8, 2022/09/09) */ We are so incredibly sorry to hear about this experience. Pets are our family members - we love them just as much as you do. Since the health and well-being of our pets is our #1 priority, we design our pet foods to be safe, nutritious and enjoyable. We did not receive the address to mail reimbursement vouchers until 8/26. We have provided one, and are sending 2 more to make up for the food that was purchased. Please let us know if any further assistance is needed. Thank you.

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