Kaytee Products Inc.

Greetings,
Please consider this the sole response for all previous
communications with Mr***
We were saddened to hear of your recent experience with the
Crittertrail Extreme Habitat and the loss of your treasured friend
All of us here at Central Garden
& Pet are pet
parents ourselves and know how quickly and easily they become a member of
the familyWe send our sincerest condolences on the loss of “Lil Bear.”
Let me assure you that our products go through an extensive testing
phase both prior to and after their release into the retail marketEvery item
we design, including all the habitats, accessories, and supplies are used with
our large family of pets here on a daily basisI realize this doesn’t mean
that accidents cannot happen, but we do take every step possible to ensure that
we are producing the safest and highest quality pet products possible
Please allow me to take this opportunity and state that in
all of our testing, we’ve not had a similar occurrence of the Crittertrail
Extreme Habitat where the wheel had become loose and never presented a danger
to the animals
With that being said, I would be more than happy to arrange
to have a different Crittertrail habitat of your choice sent to you with the
hopes that you will continue being active in the hobby
We will also monitor the issue and begin quality testing to
see if we can duplicate your experience to the point of considering a packaging
update
You can browse the Crittertrail habitats at www.kaytee.com
Thank you,*** ***Manager Technical
Services/Warranty DeptCentral Garden & Pet

[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 ***, and find that this resolution is satisfactory to me. Thank you for your condolencesEven though I don’t think
this is enough, I think you are moving in the right direction.
For the offer I decided to get the CritterTrail Three Level
Habitat, since it has no chance of falling apart.
Regards,
*** ***

Review: You have a design flaw with your Extreme Challenge Habitat. The purple wheel housing locking mechanism is not secure properly (for easy cleaning) and over time from the vibrations of the hamster wheel causes the purple housing to come lose and fall off. My “Lil’ Bear” hamster was in his wheel when the housing come loose and fell to the ground. Now, he is gone, thinks to your product. Since, I cannot have kids, my hamster is my kid and now he is gone and I am very upset and sadden. I looked up YouTube videos and when to the pet store and I did put the cage together properly. I think it is the quick cleaning feature (quick disconnects) that is the downfall of this cage.Desired Settlement: No amount of money or apologies can bring my hamster back. I am asking for a warning to be issued saying that the wheel can become loose if your hamster runs a lot on his wheel (which my hamster ran all night with little breaks). Once, I clam down and take a deep breath and maybe get another hamster which cannot replace my “Lil’ Bear”, it would be nice for Kaytee to get me a big cage and accessories as I will not be using the Extreme Habitat again.

Business

Response:

Greetings,

I purchased Fiesta Tropical Fruit Treat for my parakeet. After I had given some to my bird, I noticed a bug crawling around the bottom of his cage. It was then I noticed there were bugs crawling in his food dish. When I examined the container more closely, I saw that the whole container was infested with bugs.

I wrote the complain to company and all I received was an "Oh, we're so sorry." and "It wouldn't have left our facility that way." and "With the weather being warm, they can burrow. There must have been a pin hole and they got in." In short, their whole attitude was we could careless that our product was infested. No concern at all that my bird could have ingested the bugs or that if I had an infested container, others might be as well.