Bayer HealthCare, LLC - Animal Health Division

Since Ms [redacted] ’s rejection of Bayer’s response, Bayer contacted her in attempt to resolve her complaint However, she was hostile, threatened legal action and refused to provide information which would allow Bayer to assess her claim

[To assist us in bringing this matter to w a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] I am rejecting this response because: All of the information stated is totally inaccurate.First of all the collar was purchased at my vet's office on 7/28/and put on my pet the same dayMy poor lbdog was covered in clusters of fleas and flea fecesI was on the phone with four "Bayer Reps" some very rude and all four were informed of my situationIn response to me saying "I was busy and couldn't stay on the phone all day, this was after they all repeated the same mantra as to their collar is effective and gave the sameI was on the phone for hours!!! Everything they said was the same old response, sounding as though they were reading a scrip and everything I already know, ie:treating yard, house, etcMy main reason for being upset is seeing my poor dog going through this ordealI have since taken the worthless collar off and switched by to topical treatment (not Bayer!) Have some decency and do the right thing! Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:I would consider accepting this response if I could review at least one study representative of those recently conductedWould you be willing to send this to me? In addition, what kind of evidence from me would you consider in support of my suspicion that some regions present resistance to Advantage II? Please be specific Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: This response is again incorrectOne of your representatives had called my land line phone (###-###-####)as identified by my caller id and left a totally garbled message, which was the only garbled message out of the eleven messages left on my machine.When I called the number to inquire as to the content of the message (after giving my name and case id number)I was told that I must have a faulty answering machine and besides they are not allowed to even talk to meI'm being accused of being hostile while I can honestly say that every contact I've had with your representatives with exception of my initial contact, I have never experienced such argumentative, unprofessional personnelEvery comment I made was turned around to incite a negative response Regards, [redacted]

Advantage II is an effective topical application for the prevention and treatment of fleas and on dogs and cats which contains the active ingredients imidacloprid and pyriproxyfen The active ingredients in the solution spread over the surface of the dog’s skin and pests that are exposed to these ingredients are killed or repelled from the pet after contact Advantage II repels and kills fleas on pets; however, given the variability of difficulty in treating flea infestations given environmental conditions and flea burden, no pesticide product can claim to be 100% effective and Bayer does not make such a guarantee regarding its product Nor are products like Advantage II environmental treatments As stated on the product label, pre-exising flea pupae in the environment may continue to emerge for six weeks or longer depending on climatic conditions Advantage II treats flea infestations by killing fleas on a pets and inhibiting the growth of juvenile fleas, so complete control of a flea infestation in the home may take many weeks, and strategies other than solely using the product on the animal may be most effective Established flea infestations are often difficult to address and can be prolonged if re-infestation occurs from other sources, such as wildlife in the environment Bayer stands behind the efficacy of Advantage II and its advertising regarding how the product works Bayer has also made numerous attempts to contact Ms [redacted] , and remains willing to speak to her by phone to troubleshoot her problem and discuss whether a refund is appropriate in her case

Good Afternoon,Bayer's customer service department has been in contact with Ms [redacted] and is currently working with her to resolve her complaint.Best,Tim [redacted] Counsel I, Animal Health

Good Afternoon,Ms [redacted] has been approved for a refund Bayer is waiting on submission of an invoice for the product from Ms [redacted] to process this request.Best regards,Tim [redacted] Counsel I

Dear Mr [redacted] , Thank you for the opportunity to respond to Ms***’s complaint through your office Advantage II is a pesticide product which treats fleas on cats It has been the subject of numerous safety and efficacy studies which are required for registration with the EPA Advantage II has been shown to kill fleas on cats within hours in numerous studies; however, the product does not kill fleas in the environment The product label states that preexisting pupae in the environment may continue to emerge for six weeks or longer depending on climatic conditions and that in cases of severe flea infestation, retreatment may be necessary Factors which are outside of Bayer’s control, such as the genetic variability in flea populations, the potential for re-infestation from the environment, and the level of flea burden may make an infestation difficult to control with limited product treatmentsAs such, no pesticide product is 100% effective in all cases and Bayer does not guarantee that Advantage II can eliminate all fleas in any infestation If Ms [redacted] is not satisfied with the performance of the product, we ask that she seek a refund from [redacted] If she would like assistance troubleshooting her flea infestation, Bayer’s Veterinary Technical Services group would be happy to assist her and are reachable by phone at ###-###-#### during business hours Best Regards, Tim [redacted] Counsel I

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because I do not find it sincereFirst, my original complain clearly states that I do not wish to discuss this issue over the phone because I wish to retain a written recordThe claim that you have "made multiple offers to discuss the product with me by phone" is, in fact, a feature of my complaint and not (as you seem to suggest) an indicator of willingness to resolve the complaingSecond, simply restating the name of your ingredients (which are quite apparent on the packaging) does not nullify my claim that they do not actually workI am beginning to suspect that fleas in at least one region have become resistant to your product and people in those places cannot reasonably expect it to workI would be willing to accept a response explaining how you anticipate and avoid resistance as evidence that your product can still be expected to perform as advertised Regards, [redacted]

Bayer contacted this customer and was able to gather additional information The customer has agreed to resolve the case and will be provided a refund

Good afternoon,Ms [redacted] contacted Bayer on October 17, and indicated that she had placed a Seresto collar on her dog in September On October 16, she bathed the dog and found fleasA member of Bayer’s technical services group attempted to investigate the situation but Ms [redacted] stated she was in a hurry and didn’t have time to discuss the matterShe asked for refund and Bayer’s representative stated that she needed the opportunity to ask for more information before determining whether or not a refund was appropriateThe representative invited her to call back when she had time to discuss in more detail Bayer remains open to discussing this issue with Ms [redacted] and asks that she call back at her convenience.Best regards,Tim [redacted] Counsel I

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I wanted to Thank you for your help and persistence in this matterThe company agreed to pay the refund and I am still waiting for the checkAs soon as I receive the check I will close the case Regards, [redacted]

[To assist us in bringing this matter to w a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
I am rejecting this response because: All of the information stated is totally inaccurate.First of all the collar was purchased at my vet's office on 7/28/and put on my pet the same dayMy poor lbdog was covered in clusters of fleas and flea fecesI was on the phone with four "Bayer Reps" some very rude and all four were informed of my situationIn response to me saying "I was busy and couldn't stay on the phone all day, this was after they all repeated the same mantra as to their collar is effective and gave the sameI was on the phone for hours!!! Everything they said was the same old response, sounding as though they were reading a scrip and everything I already know, ie:treating yard, house, etcMy main reason for being upset is seeing my poor dog going through this ordealI have since taken the worthless collar off and switched by to topical treatment (not Bayer!) Have some decency and do the right thing!
Regards,
*** ***

Bayer
stands by its claims regarding Advantage II which are supported by well-run studies
and are consistent with its EPA accepted labelIf Ms*** has evidence she can share that
fleas in a region have become resistant to Bayer’s product, Bayer would be happy
to review this information
Bayer
must also stand behind its reasonable refund policy which requires working
through its customer care group to evaluate refund claims

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***I am sorry to say that besides the number of calls I made to the company rest of their statement is and if they would of wanting to resolve this matter this issue wouldn't get to Revdex.comThey did mention that their decision is final and they won't accept the refund and The second call was made to attempt to talk to different supervisor for them to reconsider and listen to the explanation I made to them in first place but the attempt was not successfulI am sorry to see a company lacking integrity in this matter by stating information and statementI am willing to accept their suggestion to get more information to resolve this matter even at this point the trust is not there on my behalf after reading their statement

[To assist us in bringing this matter to a close, you must give us a reason why you
are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]I have been trying to speak with *** I haveLeft several messages only to be ignore
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

A *** customer service representative has indicated that she has followed up with Ms*** and that they have reached a resolution of this case

Thank you for the opportunity to respond to this complaint.Bayer reached out to Ms*** on October 4th and informed her that it would provide a replacement check in the amount of $25. The check was set for placement into the mail by the end of last week. We
trust that receipt of the requested check will resolve this complaint.Best regards,Tim ***

Since
Ms. [redacted]’s rejection of Bayer’s response, Bayer contacted her in attempt to
resolve her complaint.  However, she was hostile, threatened legal action
and refused to provide information which would allow Bayer to assess her claim.