ComplaintsforDig Defence, LLC

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased dig guards to protect my dogs. They were installed properly. Their edges are very sharp and put a several inch gash in my dogs paw, exposing muscle and severing an artery. He needed 1400$+ surgery so he wouldn't bleed to death.

  Business response

  11/23/2022

  Business Response /* (1000, 5, 2022/11/02) */ Upon research, it was discovered purchase was made in April of 2020. The injury occurred very recently according to the pet owner. So there was over 2.5 years of no incident. The pet owner was questioned of how the injury occurred with no reply to exactly how it happened. The injury was to the back leg of the pet, which leads us to believe the unit was sitting or leaning away from the fence and the dog caught it when running past, speculation of course. However our units keep animals from digging or pushing under the fence, so it would be more probable that the front paws would be the source of injury. That being said, we have worked and still work with rescues and kennels without one incident. We've been offering our products for over 13 years. We offered to replace some of the units if necessary and were refused. As heartbreaking as it is to have a pet injured, Dig Defence cannot ensure consumers have installed the units properly. We can only provide instructions and videos in hope that the units are installed correctly. Consumer Response /* (3000, 7, 2022/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) No matter when the units were purchased, they should not be sharp enough to expose muscle and sever an artey. The instructions and videos were dollowed and the units were place close to the fence. The unit the dog caught his back foot on was towards the end of the fence so the edges were exposed. I ran my hands over several of the units and the metal edges are very sharp, not blunt at all as the company disputed. I even got a cut on my finger. Business Response /* (4000, 9, 2022/11/04) */ Our units are cut straight down to create a blunt end, this is to keep from injuries to animals. Again, we have worked with many rescues, kennels, humane societies and personal pet owners over a decade with no issues. That being said we understand the plight of when a family pet is injured or hurt, and whatever the cost we as pet owners will ensure they are healed and back to normal. We are willing to provide funds for half of the medical bills, as stated earlier the units have been installed for over 2.5 years with no incident. There must've been a shift or change in how the units were in the ground, our liability statement is as follows: Always use caution when installing Dig Defence products. Never install our products over existing electrical, phone, cable, gas, or water lines. Dig Defence cannot be responsible for damages caused from use of this product or installation; or any loss, liability, damage or costs, whether caused by negligence or otherwise. Consumer Response /* (4200, 11, 2022/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I cannot accept this response at this time. I am going back to the vet for the 3rd time todsy and am still not sure what the outcome or total cost is. Besides that, I am very disappointed that you continually repeat your products are blunt objects. If you cut metal straight down, it leaves sharp edges. Theybare not smooth or fiked, they are not capped with rubber or plastic. I removed several panels and ran my hangs doen the edges and every single one is sharp. Instead of admitting tou could have made a better product, you blame the consumer for poor installation. I followed your instructions and your videos. I walk my properly dailt to make sure nothing is loose, if there were they would be hammered in securely. There are no holes and all units are securely against the fence. The exposed ends are very sharp and unfortunately it took 2 years for one of my d9gs to get caught on it. But like I said, 2 years or 10 years, a product made to protect animals should not under any circumstances be so sharp to cause this much damage.

*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. ↩