EXO TERRA...so much for being a caring company

[Eridu Serpent]

I have decided to warn everyone about this moss mat from Exo Terra.

It is very dangerous, my frogs leg became trapped and the threads cut into its skin, luckily I was there to take it out before it
became a deadly situation. This moss mat is mad of bundles of threads, loops and even when wet is dangerous as pieces come off from it.
IF YOU own one, email EXO TERRA and ask them for a replacement mat or a refund.
They are aware that these mats could be potentially dangerous yet they did not recall them, indeed the older version is still being sold.
I received an email stating this and this is what EXO TERRA told me:

Tracy Boyle (Hagen Customer Service Rep) 9/4/2013
Dear Melloney Withers,
Thank you for taking the time to contact us.
I believe that it is possible that you have the old version of these mats, as this potential problem has already been fixed. The image from the website is the current (new) Moss Mat. We were aware of the potential for issues with the prior product, so we proactively changed the material and manufacturing process. We have never heard of the Mats ever causing a problem or injuries to the animals that use them.
I would suggest contacting the retailer you purchased it from for an exchange for the newer product, if it is available in your area.
Regards,
Customer Service
Rolf C. Hagen Inc. (Canada)
---------------

Now even if they have not heard of any animal being injured they themselves are aware that it is something which can happen, so much so that they redesigned the mat. My concern is, how would anyone know that their animal did not die from eating the thread clumps on this mat anyway? Not everyone takes there
animal to a vet to find out why it died.
THIS product should have been recalled, it is still being sold here in Spain, so I am guessing it is around Europe.
If you have one and have not had any trouble still contact them and ask for a refund or exchange for a new version of the mat, it is better than waiting
until something horrible happens to your animal.
My frog African Bullfrog Pickle has a ringed cut around her leg, at the back of her ankle where she pulled hard the thread embedded.
Luckily I stay in my bedroom most of the day due to being disabled, so I was there to spot the trouble.
Had she been smaller or a different animal with softer skin she would have been in serious trouble.
I got the mat because previously she had become constipated from eating eco soil, she has a habit of hitting the soil thinking there is food there.
She ends up with a mouthful of wco soil, so instead of doing the usual eco soil/moss mix I decided to clear the tank of eco soil and just leave her
with a deep mound of moist moss and the rest of the tank with a moistened Exo Terra moss mat.
When I unrolled the mat it had loads of loose fibres which I brushed off, I assumed it to be safe afterwards.

EXO TERRA dealt with this situation very badly, I asked them to post me a new safe version of the mat. They said they could not as they did not post out to Spain, I said they send goods here so why can they not just send me one along with a prepaid envelope so I can return my faulty mat?
They just said ask for a new mat from the shop, the shop has no new versions, no one in Spain does.
So then they said ask for a refund from the shop.
THEN they sent me a customer service link for a satisfaction survey!!!
They have done nothing, they do not care about my frogs injury or that anyone else could suffer due to this.

I am asking anyone with an older version to act before they have anything go wrong.
Or better still boycott EXO TERRA products until they recall/stop selling the older version of the mat!
I expected more from a company who advertise how wonderful they are to the environment, how much they care about wild animals etc.
THEY do not care, again money is all that matters!

I have tried and tried to get them to recall the older version of matting but no they do not even answer about that. I have asked them why it is still being sold when they know there are problems with the material, they ignored the question. I have my money back but that was never the important subject, the safety of the item is. I do not want anyone elses animals to be hurt or to possibly die...this should also be what Exo Terra should be thinking!
SO IF YOU have an older version, ask for a refund or an updated matt
This is their LAST reply.

--------------------
Melloney,

Recently you requested personal assistance from Hagen's on-line support center. Below is a summary of your request and our response.

If this issue is not resolved to your satisfaction, you may reopen it within the next 10 days.

Thank you for allowing us to be of service to you.

Sincerely,
Hagen Customer Service



130831-000025
Dangerous matting

Tracy Boyle (Hagen Customer Service Rep) 9/9/2013
Dear Mrs. Withers,
I apologize for the delay in my response.
I have been in contact with our office in Spain and unfortunately they have not yet received the newest version of the matting and will not for some time. The only solution we have since the new version is not yet available in Spain is for you to contact Mascotanature for a full refund, as this has been approved by our office manager in Spain, Jesus Alexis Martin Gonzalez.
Best Regards and I hope your frog's health continues to improve.
Customer Service (Canada)
Rolf C. Hagen Inc.

[Lija]

I had one of those very long time ago, I got it for my very first gecko, I didn't know much back then... Replaced and returned the very next day when I saw my baby with a feet stuck in in, and my journey in learning had began lol
Anyhow new version, old version, who cares.... Why would anyone use it in general, except people who know nothing at all like me back then lol
exo terra makes lots of stuff that is not usable and dangerous in general, same I guess as other brands, as always common sense should be used when you buy stuff

[CJ PELCHER]

I use wash cloths at the bottom of my tanks now. (used to use regular moss until i had a frog eat some moss and had to put it down to it being unable to digest it.)
I take the wash cloths out ever 3 days to wash and its much easier to clean/harmless to the frog. I just use potted plants in the tank. I heard those things harbor bacteria and are not a good product to begin with. They offered you a full refund so I honestly don't see a horrible outcome of this or a bad testimonial. I don't see them recalling the product either unless your frog DIED from the product -or- several other complaints about the same exact product from different customers.