Complaints

This profile includes complaints for Sentry's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sentry

  923 S Bridgeway Pl Eagle, ID 83616-6098

• 

  Sentry Pet Care Products, Inc.

  PO Box 540399 Omaha, NE 68154-0399

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:10/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  This product caused a financial impact to my household, as well as a devastating medical issue with our German *******. Not a single thing was changed in her daily routine for months. The dog parks we go to are even only accessible by residents with registered pets that are swabbed for testing and require medical documents including vaccinations and vet visits to be here. Our German ****************************, hasnt had a medical issue the entire time weve had her other than a eye infection when we first got her 2.5 years ago. We used Sentrys Flea and Tick shampoo because thats the first shampoo we saw and figured per shampoo is pet a shampoo. Within **** hours she became extremely lethargic and could barley move. Another **** hours she became aggressive, couldnt walk, and collapsed on the stairs. I brought her to the vet ER, and we found open wounds all over her back where the shampoo had been admin. She had puss excreting from those wounds, blood, and scabs developing all over her back and chest where the shampoo had been scrubbed in. The vet recommended 4-5 different medications and said she would more than likely be on those medications for months till she fully recovered. The bill was just under $600. We took her home and it took about a week till you could see her trying her best to run and play, but didnt have the strength. Its been about a month and a half, and shes finally back to her normal self. Sentry denied my case, even after providing medical documents, providing information on the product we used, and a narrative of the events. The bottle says on the back its hazardous to humans AND domestic animals. It uses a ingredient called Permethrin which is toxic to cats even after its dried for up to 10 days. So not only did this cause extensive harm, it could have harmed both my cats. I want justice for *****. Something needs to happen. If its not medical reimbursement, people need to see the photos on social media to warn others. Something has to be done.

  Business Response

  Date: 11/30/2022

  Dear BBB,

   

  As a company, we must follow the same process with each consumer that contacts us. Our medical reimbursement process requires the consumer to complete a questionnaire, provide the paid itemized veterinary invoice(s) related to the claim, and provide proof of purchase, which can be the original receipt, original product, and/or original packaging. These items, along with a questionnaire completed by the treating veterinarian, are presented to a review committee to investigate and determine medical reimbursement. Reimbursement is not guaranteed and is determined on a case-by-case basis.

   

  In the instance of ********************************* case, the review committee was unable to determine the cause of his pet's symptoms because ****************** did not provide a proof of purchase, so the review committee was unable to verify that one of our products was truly involved in this occurrence. As part of our medical reimbursement process, we do allow one opportunity to appeal. We did not receive a request from ****************** to start the appeal process, and the deadline to receive that request has passed.

   

  Once again, we are sorry for this inconvenience, and we hope ****************** understands the reasons behind our policy.

   

  Kind regards,

   

  ******

  PetIQ

  Veterinary Technical Solutions