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Author Topic: PetGuard Venison and Rice Question...  (Read 3695 times)
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CBzzz
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« on: September 26, 2012, 04:04:49 PM »

Does anyone else feed the PetGuard Venison and Rice canned cat food? Have you
gotten some cans with a darker, moister, fishy smelling food in it instead of
the usual pink-gray venison?

I got a case of *mystery meat* in cans with the Venison and Rice label. I've
been emailing and calling PetGuard for 2 weeks with no response and not
answering phones. I've contacted several online stores that sell it and sent
them pictures of what I got and compared to cans that did contain the real
venison and rice. They are looking into their stock.

Finally PetGuard answered one of my many emails.
They found some cans in their facility with the same codes on the bottom as my
*mystery meat* cans, opened one and admitted it smelled different. (They didn't
comment on the darker color and texture difference). They asked me if I knew
anyone else that got some of these cans. (Was that an admission they knew
there were some questionable cans?)

They shipped me 3 new  cans.  I opened them and they are the usual pink-gray
venison, which I figured they would be because I ordered a case after my
mystery-meat case and all the cans in the new case were what they should
have been.

Has anyone else gotten some cans that contained something other than the usual
venison and rice? I posted my photos and videos opening a can on photobucket
http://photobucket.com/PetGuardFoodProblem

I don't think PetGuard is a bad  company or I wouldn't have gotten their food
for years.  I think this was a mislabeling or slip up that needs to be addressed.
People buy venison and rice for a reason, usually allergies to fish or chicken, or
whatever.  If the mystery meat in the venison and rice cans are any of those
meats.... it could be fatal to a kitty with those allergies. That is why I bring this
up.   I'm still waiting for PetGuard to respond about finding out and letting us
know what the mystery meat is in the case I bought. 

Like I said, I am not bashing or condemning PetGuard, they have good products,
but we need answers to this one slip-up.  :-)

Has anyone else gotten mystery meat cans of Venison and Rice?
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catbird
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« Reply #1 on: September 26, 2012, 04:25:43 PM »

Hi and welcome, CBzzz.  Sorry to hear you've had some problems with your cat food.  I hope your cat is OK and did not suffer an allergic reaction or illness.  (You didn't mention whether you had actually fed the food or not.)

One thing that happens with pet food is that canners usually manufacture food for many different formulas and even brands.  If they don't clean the equipment completely between different production runs, some of the previous mixture may end up in the first cans of the next formula that is processed.  I would speculate that maybe this is what happened in your case.  (Sadly, this is standard practice in manufacturing, and full cleanouts are the exception rather than the rule.)  If you can make further contact with PetGuard, you might ask whether they do a full cleanout between production runs of different products.
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The problem with cats is that they get the exact same look on their face whether they see a moth or an axe-murderer--Paula Poundstone
lesliek
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« Reply #2 on: September 26, 2012, 06:52:57 PM »

Welcome CBzzz ! I hope your cat/cats had no problems due to this. I understand your not wanting to bash the company over a mistake as we all make them. However their reaction to your complaint leaves a lot to be desired. Any reputable company would have contacted you immediately & started an investigation. If it were me I'd be switching foods. I've had problems several times & how they respond has determined whether or not I continue to use any of their foods. Sadly most pfc's use the standard response we have had no other complaints. I hope this 1 steps up & finds the problem.
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CBzzz
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« Reply #3 on: September 27, 2012, 07:44:23 AM »

Thanks for the tips.  :-)  I filed an FDA report but I don't know how far that will go.  I contacted several online stores that sell the food and they *say* they are in touch with their petguard reps about the problem since they do not want to sell anything that is questionable to their customers.  I will ask Petguard if they do wash between batches. :-)

So we will see how far this goes.  ;-)  So far no one has contacted me to say they have similar cans.  I don't remember if I gave the codes on the bottom of the mystery meat cans: X9S4 07:08  Best by 08/02/13.  If anyone else comes across some mystery meat cans, let me know! 

P.S. Fortunately my cat did not have a reaction.  At first I thought it was a new *improved* formula, so I did give her a can.  Then I opened a can from a batch made after that mystery can and saw it was back to the pink-gray venison usual meat.  That is when I got worried and started trying to contact everyone.  I have almost a case of cans left, to send to the FDA if they request it. 

Thanks for the tips and assistance!

Chris
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CBzzz
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« Reply #4 on: September 28, 2012, 05:22:11 AM »

Has everyone heard of callforaction.org?  They pair up with radio and tv stations for more clout when helping with a consumer complaint.  I filed a form with them and am waiting for their call.  :-)


http://www.callforaction.org/?cat=9&single_column

 Wink
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lesliek
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« Reply #5 on: September 28, 2012, 05:41:07 AM »

I haven't heard of them before, but what a great idea ! At the very least it will make more people aware there was or is a problem. Don't forget if the FDA or this group want some of it for testing, you need to keep at least a few cans yourself.
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CBzzz
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Posts: 8


« Reply #6 on: September 28, 2012, 06:11:52 AM »

Yep!  I got about a dozen cans here, plus the ones I opened .. I put in the freezer for visual observation of the difference.

 Smiley
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ANDYcat
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« Reply #7 on: September 28, 2012, 07:09:10 AM »

Hi CBzzz, and welcome to Itchmo!

If my short-term memory serves me correctly, I'm almost certain that I read about this issue in a posted message "on" a certain Yahoo Group (message board). The item caught my attention and, being unfamiliar with PetGuard, I looked for and found their website, and dialed the toll-free number listed on the 'contact us' page. I believe I did this on the same date the Yahoo Group message was posted.

Now.....I'm in Canada where many US toll-free numbers are invalid...and where, I subsequently learned, PetGuard products are not available....but, the number "worked" and, after no more than a few rings, my call was answered by a (seemingly) young woman who identified herself as an employee of the PetGuard company and offered to answer any question I might have.

I'm NOT posting this to question nor discredit your statements about "them" not answering repeated phone calls from you over a period of (at least) two weeks.

My issue in reading your account is only that your stated communication experience is so very different from mine.

Just one small point about the company's 'finding' some cans from the same "batch".....I believe it's probably standard practice these days (post-2007) to keep samples from each lot.....in case anything ever "goes south". So, I don't think it's a question of them 'just happening to find some cans'.

Certainly, an event like this (finding some variation in a well-known product) is troubling; it is more disturbing to the guardian of one of these little ones, particularly when that cat's health is already fragile....and, I'd suggest all of this is exacerbated a hundredfold if that guardian "lived through" the daily rollout of recalls in 2007. (I can tell you that with certainty, having "been there and done that" with the Australian Orijen poisonings just four years ago - I absolutely freaked out.)

All of that said, if you have Googled for problems with PetGuard and found no similar reports, my feeling is that this variation is unusual for this food. As was posted above, while unacceptable, variations are commonly observed, and the manufacturers (IMO) need to be informed directly and we guardians need to make credible, factual reports of our experiences in places like Itchmo and other pet forums - and, to do so responsibly - i.e. without any exaggeration which could cause panic attacks for others.

(If you'd like to read about some variations, go to the 'catfood-experiences-by-brand' section of this forum and read the tome on "Wellness Canned".....that manufacturer's motto has to be "inconsistency is us"!)

Here's hoping PetGuard replies to you soon with some explanation - but, at least, I'm sure you have their attention. Keep us updated.
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catbird
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« Reply #8 on: September 28, 2012, 05:38:35 PM »

I have used PetGuard occasionally for about four or five years, mainly the Premium Feast flavor and occasionally (for one of my cats) the Savory Seafood flavor.

Up until about 6-8 months ago, I found this to be a very consistent food.  My cats LOVED the Premium Feast (probably because of the liver, which is why I fed it only occasionally.)  Now, it's hit-or-miss, the same as with many other canned cat foods.
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The problem with cats is that they get the exact same look on their face whether they see a moth or an axe-murderer--Paula Poundstone
CBzzz
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« Reply #9 on: October 01, 2012, 08:09:05 AM »

Good that you got a real person on the phone.  I did not any time I called. When Petguard finally started communicating with me, they asked me if I knew anyone else with these cans, and that was when I decided to ask the cat forums.  So by the time you called, yeah, I bet someone was told about making sure all calls were answered. (Ok... that last statement was a guess and not a fact)   I had several online companies telling their reps about me not getting any answer and the mystery meat cans.

My reports are factual, and not hyped up to cause a panic..... although if someone has an allergic kitty that purposely buys venison and it ends up having their fish feast or whatever in it... ..  So I spoke up.  I know you would, too.   Smiley



Just a brief update on today's events:
I emailed PetGuard again this morning, asking for any information yet and that I will be handing my case over to Call For Action (http://www.callforaction.org/?cat=9&single_column). They responded in under 3 hours, saying they are sending me a refund and that their technical department did not tell them yet what went wrong with the mystery meat cans.

(I will be updating several of the cat groups that I contacted, asking if they found any mystery meat cans.)

After Call for Action takes over, I won't *own* the case anymore, they will, so I won't have anymore updates after this.  I do encourage anyone that gets mystery meat cans to follow through, too. 

:-)
ChrisB

The mystery is still there.
« Last Edit: October 01, 2012, 08:35:34 AM by CBzzz » Logged
lesliek
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« Reply #10 on: October 01, 2012, 03:15:55 PM »

Amazing how much better they respond with a consumer group involved !  Roll Eyes Remember to keep a few cans in case you need them. I looked but did not find any with matching #'s.
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Mandycat
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« Reply #11 on: October 01, 2012, 03:25:58 PM »

CBuzz,

Good for you for following through and getting others involved in solving the "mystery"!   Smiley
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petslave
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« Reply #12 on: November 19, 2012, 06:03:23 PM »

I opened a can of this last night, and it reeked of fish.  The food was pink in the middle & gray around the edges.  I tossed it without writing down the code, will just never buy that flavor again.  It sure looked to me they mislabeled a batch of one of their fish flavors with the wrong label.
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