Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My horse had a reaction to summit had huge lumps on her neck and it was injected by a vet. I tried an exchange and I’m Leary of what results I am seeing. Toxic water. She also had a nerve reaction. Like a siesure. Called vet and told him. I have the 2 replacement vials they sent. And the other 2 from first order . I want a refund. And I will ship back the product!!! That was a 154.00$ dollars that My horse needs refunded back to pay for the vet bill I had to pay for the reaction she had. This is not an FDA APPROVED DRUG.

  Business Response

  Date: 05/17/2023

  reaction however did not attribute the SummitMax supplement to the cause.  ******* told us that after giving the doses the horse had some lumps appear but never sent us any proof of diagnosis from her vet stating what the cause of the reaction was, rather, told us that it was a bacterial blood infection. She requested replacement doses for the 2 she had remaining because she believed that her neighbor had tampered with them and could have caused the horse's reaction.  *******'s original order was $153.00 however, she contacted after the purchase because she forgot to apply her first-time order 15% coupon code and we graciously issued her a refund in the amount of $21.60, leaving her initial purchase at $131.40, not $154 as claimed.  

  
  We had numerous communications with her that are outlined in the attached PDF in timeline form including her questioning if SummitMax was FDA approved.  She only asked this after we had already sent replacement doses, which is what she requested.  We told her that it was not FDA approved as we are a supplement, not a drug and not required to be FDA approved.  During our numerous communications, ******* never requested a refund, only that we send 2 replacement doses. 
  

  Her claims of "toxic water" are unfounded as we send every batch of our product to a third-party lab to test for sterility prior to us releasing the supplement for sale and can be provided if you need them from her original order as well as the replacements that were sent.  

  Thank you for your time and consideration.  We are happy to provide you with any additional information or documentation if necessary.

  Andrea W*** | Customer Care Supervisor
  Eternapure & Summit Animal Health
  ******************* * ******************
  Eternapure: ******** * *********
  Summit Animal Health: ******** * *********
  Monday-Friday 9am-5pm EST * ************ 

  Customer Answer

  Date: 05/23/2023

  
  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,
  
  ******* ****