Automatic Litterbox Central

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BBB Rating
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Based on BBB files, this business has a BBB Rating of F

Click here for an explanation of BBB Ratings.

* Reasons for this rating include:BBB does not have sufficient information to determine how long this business has been operating
* Number of complaints filed against business
* Failure to respond to complaints filed against business
* BBB does not have sufficient background information on this business

Business Contact and Profile
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Name:

PetNovations
Phone: (888) 735-3927
Address: 705 General Washington Avenue , Suite 100, Norristown, PA 19403

Business Category:
Pet Supplies & Foods-Retail
BBB file opened:

Customer Complaint History


The company's size, volume of business and number of transactions may have a bearing on the number of complaints received by the BBB. The complaints filed against a company may not be as important as the type of complaints, and how the company has handled them. The BBB generally does not pass judgment on the validity of complaints filed.

Number of complaints processed by the BBB
since the firm's BBB file was opened in January 2008: 6
in the last 12 months: 5

Complaints Concerned:
Service Issues (1 complaints)
1 Company did not respond
Refund Practices (1 complaints)
1 Resolved
Product Quality (2 complaints)
1 Resolved
1 Company made every reasonable effort to resolve
Repair Issues (2 complaints)
2 Resolved


The BBB has no information regarding Government Actions at this time.
Advertising Review


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Report as of: 7/30/2009 8:12 AM


WOW and I Like my CG

Unless a business registers with the BBB and pays the yearly extortion *cough* dues, and provides posative info, the only info posted will be negative.

This rating is meaningless in this case.

Agree'd, I'd rather a company spend time trying to make better products and customer service than following up with every compaint made to the BBB.

Ask anyone on this board who has had experience with customer support for their CG and see what they say. People might not agree with their ways ofmaking money, non-refillable cartridges/extortion-like prices on plastic granules, but I've never heard of a bad experience from a phonecall to their customer service. I know when my copper toilet connector broke they paid to overnight me a new one no questions asked. I've consistently been blown away by CG's level of customer service.

This rating is meaningless.

Working in the customer service industry for over 20 years, it has been my experience, the only people that take the time to write anything up...are those with negative experiences.

I have had nothing but positive experiences when I have called Petnovations. Yes, I have had to call them, but it has always been something that could be fixed. Do I think they should have published the maintenance codes so that you might not have to call them? Yes. However, having all the calls coming in, is a way to track the problems so that they can develop ways to improve the product. They have even called me back a couple weeks later to make sure the problem did not come back. If I have had to leave a message they have always called me back. Parts have been replaced no questioned asked, even on parts I told them I broke.

The Cat Genie is completely different from any automatic litterbox...there is bound to be a learning curve in making the product and using it. No product can be completely bug free until it is out in the wild.

I disagree with their stance on "private" improvement. They should be learning from this and using the information to develop "accessories" that fill these needs. But I have no other "tech" product that has had such good customer support as Cat Genie. (They are open every day.)

Okay...I am done. Is there room for improvement...there always is. Even the toilet in your house can have occasional problems. Just be glad Petnovations doesn't charge plumber rates.

Better Busines Bureau report is meaningless. Tons of reputable companies have "negative" and "F" ratings on there.

Funny how if a company is a "member" and pays a membership fee, that rating magically disappears. Can you say illegal extortion?

In my opintion, Better Business Bureau gets an "F".

Number of complaints processed by the BBB
since the firm's BBB file was opened in January 2008: 6
in the last 12 months: 5

Complaints Concerned: Service Issues (1 complaints) 1 Company did not respond
Refund Practices (1 complaints) 1 Resolved
Product Quality (2 complaints) 1 Resolved, 1 Company made every reasonable effort to resolve
Repair Issues (2 complaints) 2 Resolved

Why would the BBB give them an F when five of the six complaints were resolved? Maybe because they are not members? Considering the thousands of owners, the number of complaints looks very small, and as already mentioned, all but one solved. That looks pretty good by any measure:

Ricordare ci sono quei lei non soddisfarà mai, non importa come duro lei prova.

Lilbit with a little view of the Rockies

I can't agree with the replies more. Consumers need to be educated about the BBB. While they don't directly extort businesses like RipOffReport, the concept is similar. And they are capricious--and worse--about their ratings, how they apply them, and the information they post on those profiles.

Just look at how rediculous this report is. Six complaints, mostly resolved. Rating? F.

I agree with this being an absurd thing to be worried about. They have had 6 complaints and have sold 86,000 units. Every encounter I have had with the company has been handled great. I am not saying they have never dropped the ball on anyone else, but what company has not!

You are right. Many others feel the BBB uses extortion and scams businesses with its rating and complaint system.

Take a look at BetterEthicsBureau.org and BBBRoundUp.com.

The BBB is tarnishhing its own image with ratings like this one for CatGenie--a few hundreds of thousands of other companies.

Why are you so bitter about Pet Novations & Cat Genie? Were you making & selling the cartridge reset devices, & they made you stop??? This company gives the BEST customer service, I've EVER dealt with! I went through 6 processors, with using the model 60. What other company would keep helping you, like that? Now I have the 120 & it's FANTASTIC!! BBB might give them a F, but I, & so many other customers, give them an A++++++!

MOTHER OF EE'S wrote:Do I think they should have published the maintenance codes so that you might not have to call them?

The online Operation Manual for the new catgenie lists the maintenance codes.