Mars Chocolate, NA

Case ID ***
Inbox
x
*** ***
Aug
to me
*** ***
Our company originally received a contact from *** ***, on behalf of his mother *** ***, on 2/8/ We investigated
their concern as best as we could because the consumer did not have package information to indicate what product they were feeding The consumer did not have any information on the exact product they were feeding and stated that they had several brands but threw them all away
As part of our investigation, we reached out *** ***’s veterinarian and they stated that they did not work the case up as if it were food related After we spoke with the veterinarian we submitted her request for payment of veterinary bills to our insurance company for review The claim was denied.
Unfortunately, there is no further action that we can take to satisfy *** ***
Kind Regards,
Adrian H***
Consumer Relations Technician-Corporate Affairs
MARS PETCARE US
T: ###-###-####
F: ###-###-####
E: *** *
W: team e-mail: ***
Description: Description: ***
***
Description: Description: ci***
CONFIDENTIALITYThis email and any attachments are confidential and may also be privilegedIf received in error, please do not disclose the contents to anyone, but notify the sender by return email and delete this email and any attachments from your system

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
They claim there is nothing more they can do, however the basis of the complaint wasn't just for our loss, but the dismissal of the issue, and the company not taking proper action to insure this isn't happening to any other familiesI gave very specific timelines and where the food was purchased to try and help with this issueAt this point I personally don't want anything to do with them or this case as it has caused too much heartacheHowever The company needs to make sure they aren't continuing to poison and aid in the deaths of beloved family animal companionsA company that provides food of any kind, needs to make sure they aren't having these issuesTheir response is nonsense and does not actually address the basis of this complaint
Regards,
*** ***

Review: November 2013 our family dog died, the vet who had been treating her for over a month stated that she died due to tainted dog food. We had noticed she wasn't acting the same, and we thought there was something wrong with her. it wasn't until the last month that we found that it was the dog food that we had still been feeding her. We stopped as soon as we found out, but it was already to late, she died three weeks later. There was nothing we could do to prevent any of this. A couple of months after this I contacted [redacted] because I wanted them to know about the contaminated dog food, so they could issue a recall so no other families would be hurt. They stated they wanted to talk about the issue and asked for us to get them all of the vet bills, and they would see what they could do. At the time I thought wow, what a great gesture. After we got everything to them we got a very short "oh we're not paying this, goodbye" After making us dig the information up, and bringing back all of that heartache, to have them treat us like that was just wrong, especially since they were the ones that offered. I am writing this today because since they obviously didn't take this seriously there could have been more injured parties out there and I saw no evidence of any recall or that [redacted] was going to do anything to take care of the problem. Even if they would have paid the couple of thousand in vet bills it still would not have brought back our friend. But to be treated this way, and know that they could still be doing this to others is inexcusable.Desired Settlement: I would like something so that I can have peace of mind that [redacted] has done something about this issue, and isn't just leaving it to chance that others could still be hurt buy a faulty product. Please don't let one more beloved family member die because of inaction.

Business

Response:

Case ID [redacted]

Inbox

x

[redacted] <[redacted]>

Aug 25

to me

Our company originally received a contact from [redacted], on behalf of his mother [redacted], on 2/8/14. We investigated their concern as best as we could because the consumer did not have package information to indicate what product they were feeding. The consumer did not have any information on the exact product they were feeding and stated that they had several brands but threw them all away.

As part of our investigation, we reached out [redacted]’s veterinarian and they stated that they did not work the case up as if it were food related. After we spoke with the veterinarian we submitted her request for payment of veterinary bills to our insurance company for review. The claim was denied.

Unfortunately, there is no further action that we can take to satisfy [redacted].

Kind Regards,

Adrian H[redacted]

Consumer Relations Technician-Corporate Affairs

MARS PETCARE US

T: ###-###-####

F: ###-###-####

E: [redacted]

W: team e-mail: [redacted]

Description: Description: [redacted]

Description: Description: ci[redacted]

CONFIDENTIALITY. This email and any attachments are confidential and may also be privileged. If received in error, please do not disclose the contents to anyone, but notify the sender by return email and delete this email and any attachments from your system.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

They claim there is nothing more they can do, however the basis of the complaint wasn't just for our loss, but the dismissal of the issue, and the company not taking proper action to insure this isn't happening to any other families. I gave very specific timelines and where the food was purchased to try and help with this issue. At this point I personally don't want anything to do with them or this case as it has caused too much heartache. However The company needs to make sure they aren't continuing to poison and aid in the deaths of beloved family animal companions. A company that provides food of any kind, needs to make sure they aren't having these issues. Their response is nonsense and does not actually address the basis of this complaint.

Regards,

Review: Tried to win movie tickets in their MARS SUMMER MOVIE CASH Instant Win Game and when I enter at summermoviecash.com, I get sent to google.com instead.How do they expect me to win?Desired Settlement: Fix the problem!

Business

Response:

Regulatory Contact: [redacted] Summer Movie Cash

[redacted]Inboxx[redacted] <[redacted]

>Aug 13 (10 days ago)

[redacted]Images are not displayed. Display images below

- Always display images from [redacted]

To :[redacted]1411 K St. NW 10th FloorWashington DC 20005[redacted] fax Reference : [redacted]

Hello [redacted],

As a followup to our phone conversation earlier today, please note that the above mentioned complaint, which has been closed is referencing a promotion that ended on 9/18/2012(this was the last date that consumers could go online and enter their code to see if they were a winner), that is why the site is no longer up and working. It is possible that the consumer purchased a package of one of the participating candies at a store that might have had inventory left. We do not have any record of this consumer having called contacted us prior to receiving your letter.

For future reference, please note my contact information for MARS Chocolate North America: [redacted]MARS CHOCOLATE NORTH AMERICAT: +[redacted]

F: +[redacted]

E: [redacted]

Thank you and have a great day!

Kind Regards

Consumer Care Analyst - Corporate Affairs

MARS CHOCOLATE NORTH AMERICAT: +[redacted] | M: 908 914 6948

F: +[redacted]

E: [redacted]

CONFIDENTIALITY. This email and any attachments are confidential and may also be privileged.

If received in error, please do not disclose the contents to anyone, but notify the sender by return email and delete this email and any attachments from your system.

From: [redacted] [mailto:[redacted]]

Sent: Tuesday, August 06, 2013 4:45 PM

To: [redacted]; [email protected]

[redacted], My colleague [redacted] just left you a voicemail in regards to the attached letter from the Revdex.com.

The promotion that the consumer is referring to ended on 9/18/2012 (this was the last date that consumers could go online and enter their code to see if they were a winner), that is why the site is no longer

up and working. It is possible that he just purchased a package of one of the participating candies at a store that might have had inventory left. [redacted]TPG Rewards...Rewards that

Motivate!Operations ManagerPhone ###-###-####Fax ###-###-####[redacted] From: [redacted] [mailto:[redacted]]

Sent: Tuesday, August 06, 2013 4:20 PM

To: [redacted]

Cc: [redacted]

Subject: FW: Regulatory Contact: [redacted] Summer Movie Cash -

[redacted]

Hello, We received the attached letter but have not found any prior contacts from this consumer in our system. Has this consumer communicated with you in the recent past? If so, how were his concerns

addressed? We have to provide these answers to the Revdex.com as soon as possible. Your help is appreciated. Thanks, Kind Regards[redacted]

Consumer Care Analyst - Corporate Affairs

MARS CHOCOLATE NORTH AMERICAT: +[redacted] | M: [redacted]

F: +[redacted]

E: [redacted] CONFIDENTIALITY. This email and any attachments are confidential and may also be privileged. If received in error, please do not disclose the contents to anyone, but notify the

sender by return email and delete this email and any attachments fro