Bayer HealthCare, LLC - Animal Health Division

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: This response is again incorrect. One 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 me. I'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 personnel. Every comment I made was turned around to incite a negative response.  Regards,
[redacted]

Mr. [redacted] spoke with Bayer two times regarding this issue, on October of 2017 and January 18, 2018.  On the second call, he gave conflicting information regarding the timing and number of doses of product he applied to his cats.  When asked for additional information that...

Bayer requires to evaluate whether a refund is appropriate, he refused.  He spoke to two different supervisors who also requested that he share additional information about his issue but he was again unwilling.  Bayer remains willing to discuss Mr. [redacted]'s issue but will require additional information in order to evaluate whether a refund is appropriate in his case.

Good afternoon,Ms. [redacted] contacted Bayer on October
17, 2017 and indicated that she had placed a Seresto collar on her dog in
September.  On October 16, she bathed the
dog and found fleas. A 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 matter. She 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 appropriate. The 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

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.

[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]

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.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 sincere. First, my original complain clearly states that I do not wish to discuss this issue over the phone because I wish to retain a written record. The 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 complaing. Second, simply restating the name of your ingredients (which are quite apparent on the packaging) does not nullify my claim that they do not actually work. I 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 work. I 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]

[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 matter. The company agreed to pay the refund and I am still waiting for the check. As soon as I receive the check I will close the case.
Regards,
[redacted]

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 conducted. Would 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]

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,A Bayer representative contacted Ms. [redacted] today and indicated that a rebate check had been reissued and sent to her on 11/29 and that she should receive the check in a week or two.  As the check had already been mailed, Ms. [redacted] was amenable to waiting to receive the check...

in order to resolve her complaint.Best Regards,[redacted]Counsel IBayer Corporation

Dear Mr. [redacted],
 
Thank you for the opportunity to respond to Ms. [redacted]’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 12
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 treatments. As 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

Dear Sir or Madam,Ms. [redacted] has been in contact with [redacted]'s product support center and [redacted] has agreed to reimburse the cost of products purchased in order to resolve her complaint.Best regards,[redacted]Counsel I