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Author Topic: REIMBURSEMENT THREAD: Has a pet food company reimbursed you?  (Read 9417 times)
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Itchmo
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« on: May 05, 2007, 01:34:57 PM »

Please report your progress or experience in this thread. We'd like to keep our eye on how companies are following through on their promises.
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Read the latest cat, dog and pet news, pet food recall info, product reviews and more — updated daily at http://www.itchmo.com
Andrea
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« Reply #1 on: May 06, 2007, 03:27:38 AM »

I didn't see this heading here yesterday, so I'll go ahead and post my entry under this heading again.  (Thanks for having this!)
Iams is giving me the run-around.  They are the most ineffecient bunch I have ever seen.  I had contacted them three times by e-mail, twice by phone, and was called back once.  (part of this was my trying to get them to change the product code they listed as the starting date of the affected foods, as I had told them by e-mail on 9 March that the box I was feeding my boys out of was outside that number; they finally changed it rather quietly on 4 April)  When I reached someone later in Dayton, OH, to where I had also sent all my vet bills/vet reports/e-mails by registered mail, I was told they had six files on record for me but that particular person couldn't combine them.  I was finally called by a "claims adjuster" located in Atlanta, GA, who only knew about the "deceased" cat, she had no information on my surviving, sick cat.  I had to tell her the whole story again and to fax her all the vet bills/vet reports/e-mails (18 pages)....  Early this past week she called me again to say that they had agreed to pay $168 or $186 (sorry, I was quite upset, I forget which one).  We have spent over $700 so far, and it will become more, as Jack will need additional care.  The lady on the phone mumbled something about me having requested $800 replacement value for the "deceased" cat (I find that word highly irritating), and maybe that's why they want to pay less?  Not sure how that would make sense, but I informed her that I had done no such thing, no amount of money in the world can "replace" Buster.  I just expect them to pay the current vet bills and any future kidney-related bills for Jack.  She told me Iams would pay for four months.....  Excuse me?  And then what?
I was supposed to hear from her again within three days and then receive a check (allegedly for the full amount) within six weeks (!), but those three days have come and gone.
I am so disgusted with these people, I can't even see straight.  This has essentially been going on since mid-March, when I contacted them BEFORE the recall because we couldn't figure out why both our indoor cats would get sick the same day.
Has anyone received payment for bills yet, or is everyone else getting the run-around, too?  My husband thinks they are just trying to wear us down.   
 
 
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MarkC
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« Reply #2 on: May 07, 2007, 06:10:34 AM »

I e-mailed Iams shortly after the recall was announced.  Our cat, George, died February 6th of kidney failure.  As it happens, George had been at the vet in December for an entirely unrelated issue and had blood work done at that time.  When he got sick in February a blood test was done again and the numbers were off the charts.  We had to have George put to sleep.  The vet could not understand what had happened to George.  Once the news about the recall broke, we checked the Iams food we still had in the house and it had come from the Kansas factory, although the date codes did not quite match what they were saying at the time.  Anyway, we had the blood tests and a letter from our vet describing George's illness and death.  An adjuster from an insurance company called me and I faxed the documentation and vet bill to her.  Iams has agreed to pay the vet bill in full - over $800.  I haven't received the check yet.  The insurance adjuster was very nice and seemed quite sincere in offering her condolences.
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daisydoodles
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« Reply #3 on: May 07, 2007, 06:44:28 AM »

I just found the Itchmo site - what a great place and full of information!!

I had all 3 of my cats on Royal Canin and when I called my vet they hadn't even been informed of the recall of RC yet.  The vet office called RC and they said they would pay for bloodwork and exams, so I assumed I would have to pay up front and then file for a reimbursement. I was pleasently surprised to find that I owed nothing after the visit and the vet's office was getting paid directly from RC.  I hope everyone else get's their reimbursements soon!
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JustMe
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My RB Angels Elvis, 1991-2010, and Twit, 2001-2010


« Reply #4 on: May 07, 2007, 09:58:17 AM »

I just found the Itchmo site - what a great place and full of information!!

I had all 3 of my cats on Royal Canin and when I called my vet they hadn't even been informed of the recall of RC yet.  The vet office called RC and they said they would pay for bloodwork and exams, so I assumed I would have to pay up front and then file for a reimbursement. I was pleasently surprised to find that I owed nothing after the visit and the vet's office was getting paid directly from RC.  I hope everyone else get's their reimbursements soon!
daisydoodles,
Are your cats okay now?
I don't want to hijack this thread, but could you tell me which Royal Canin your cats were on?  I have 2 cats that have been on the urinary s/o, dry and canned.  This is in the United States.
Did you purchase your food from your vet? 
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Eventually they will understand,
Replied the glorious cat
For I will whisper into their hearts
That I am always with them
I just am....forever and ever and ever.
Poem for Cats, author unknown

"A kitten in the animal kingdom is like a rosebud in a garden", author unknown
Carol
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« Reply #5 on: May 10, 2007, 03:28:00 AM »

On March 17th a local reporter got through to Menu Foods on my behalf(through the Media line that was posted) as I had been trying to contact them as my 2 cats started with ARF in February---he was told for me to send in my vet bills and records and they would reimburse expenses due to Special Kitty food.  It was weeks before I actually talked to "Crawford" who said I was to receive 2 claim forms---after waiting for 3 weeks I got throught to Menu and talked to a Doug (VP in Marketing and Sales I believe) who said the forms needed to be revised due to "class action suits" (which I have not joined).  Still no forms were sent so I downloaded the original claim form from the internet and sent it in on Monday 4/30/07.  My cats are still undergoing treatments and I sent the bills and records as I may not be able to continue treatment if they are not going to do what they said from day 1 and reimburse....I'm just glad that they are quoted in Newpapers and TV News and my local reporter was told the same----they will reimburse pet owners---I have received no response as of today 5/10/07. Angry Angry  I will update here if I get any news from them.
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Carol
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« Reply #6 on: May 15, 2007, 04:15:12 AM »

 Huh ???I noticed Menu Foods has a new area on their website called "claims information" but it is temporarily unavailable---it's dated yesterday (5/14)---maybe this is the info needed for reimbursement--??  on 4/30 I did send in my info using the claim forms downloaded on-line although I was told they were not the updated ones--I have not heard anything either way--anyone know about the new website info?
Carol
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“Never doubt that a small group of thoughtful, committed citizens can change the world; indeed, it’s the only thing that ever has.” — Margaret Mead

United we stand     Divided we fall....
Carol
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« Reply #7 on: May 15, 2007, 12:07:38 PM »

Menu Foods now has their claim form available at their website---I tried calling the phone# for a couple questions but got voice mail  Sad(surprise) Angry but at least it wasn't a busy signal....It looks like those who aren't part of class action can apply for reimbursement if I'm understanding it right---I already had sent info so I'm waiting for call back to see what they need--I'll pass anything I learn along.
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“Never doubt that a small group of thoughtful, committed citizens can change the world; indeed, it’s the only thing that ever has.” — Margaret Mead

United we stand     Divided we fall....
Andrea
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« Reply #8 on: May 17, 2007, 11:40:22 AM »

Update!
On 12 May, I got a phone call from a different person at that Risk Enterprise Management Limited, the claims adjuster for IAMS.  This time they wanted to talk to me about my sick cat.  I informed the lady, that I had already gotten a call about my dead kitty and had told that person about the sick cat.  She therefore closed the file she had as a duplicate claim (they are so unorganized--how can anyone run a business like that...).
Also on 12 May, I received a letter from them stating that I would receive payment of the full amount for the vet bill I had submitted within six weeks.
Today, 17 May, I have received the check!  I'm must say, I'm finally impressed by their speed on this, however, the statement "FOR FULL AND FINAL SETTLEMENT" is not satisfactory.  I had told that lady that my sick cat still needed care, presumably for the rest of his little kitty life (he is 14, it probably won't be THAT many more years...).  I guess I'll keep submitting future kidney-related invoices, if nothing else just to bug them....
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Carol
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« Reply #9 on: May 21, 2007, 03:07:00 AM »

I received a phone call (recorded general message) from MF saying I would receive a claims packet in mail last Wed and yesterday (Sun) I received the same message---don't know why I got 2 calls, maybe cos I have 2 sick cats or called multiple times Huh---no packets in mail yet---however as I already posted I did download the updated one from MF website on May 15 and mailed them out 5/16---will report back when I get something more to offer ---or another recorded message!! Huh
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“Never doubt that a small group of thoughtful, committed citizens can change the world; indeed, it’s the only thing that ever has.” — Margaret Mead

United we stand     Divided we fall....
The OTHER Pat
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« Reply #10 on: May 21, 2007, 03:36:11 AM »

Andrea, take a good look over your paperwork.  By accepting payment, you MAY have given up your right to any future claims for reimbursement.  That is very often how these things work, but you'll need to look over what you signed to find out whether that is the case for you or not.
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JennyRIP
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« Reply #11 on: May 21, 2007, 11:16:22 AM »

I was feeding my cat both IAMS and Nutro when she suddenly got sick and died of kidney failure on February 28, 2007.  This was obviously before the recall and she was 21, so my vet and I didn't have any reason to think it was anything other than old age and didn't do any bloodwork or testing.  After the recall was announced, however, I contacted my vet and she agreed that Jenny's rapid decline was suspicious and that she would write a statement saying that while she could not definitely prove that the food caused Jenny's death, she believed that to be the case. 

I have spoken with IAMS several times and like some of you, found them to be unorganized at best and incompetent at worst.  I got the same call from a claims adjuster saying that she didn't have any of my information and had me fax all of it to her again.  Then a few weeks later another claims adjuster called and said to resend all the information yet again.  This second claims person also told me that my chances to recoup any funds without bloodwork are slim to none.  Granted, I have my vet's statement, my PetSmart purchase history, and even a few leftover packets of the tainted food!  But that may not be good enough for IAMS.  Considering that I am only asking for $345, far less than what I used to spend annually on their product, I think it's pretty short sighted of them not to just suck it up and hope to keep a formerly loyal customer.  I am still waiting to hear back from them. 

Nutro on the other hand has been great.  Over the month or so that they were looking into my case, they called me several times to keep me posted, and then just last week their insurance company (Hartford) called and agreed to settle.  I did have to sign an agreement, but figure it's worth it for my sanity to get it all over with and not think about it any more.  Have yet to see the check, but hope it will arrive soon.

I am now wondering if I should pursue anything with Menu or just consider myself lucky to have gotten reimbursed from at least one company.
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mia2
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« Reply #12 on: May 21, 2007, 12:39:56 PM »

Andrea, take a good look over your paperwork.  By accepting payment, you MAY have given up your right to any future claims for reimbursement.  That is very often how these things work, but you'll need to look over what you signed to find out whether that is the case for you or not.
[/quote

Very correct. I finally got my emails and calls answered by Natural Balance but they only wanted to access my Vets reccords which I did release. I was asked to fill out some forms which have not arrived and I may have to keep calling these people who are not handling this well and may well be buried under calls and inquiries but I honestly have little sympathy  for the company.... shrug.  I was not asked to sign anything but the forms will be scrutinized as I have lots to claim.  Mia2

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Crystal
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« Reply #13 on: May 23, 2007, 05:41:08 AM »

I have emailed natural balance requesting a refund. They did not email me back or contact me in any way.
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mia2
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« Reply #14 on: May 23, 2007, 06:11:32 AM »

I have emailed natural balance requesting a refund. They did not email me back or contact me in any way.

This is for Crystal. I think its going to be along hard struggle to get a nickle out them.  Bottomline, I m not very pleasant Crystal. The last email was indeed nasty... I m not concerned with politeness at this point. I m damned angry!   Dont give up. I m calling again today since its been a week. Keep a record of the times you email /call /etc. I may well write a letter repeating the situation and send it registered to them.  Best of luck, Mia2
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