SmartPak screws up again: ColicCare program and supplements

[SnicklefritzG]

My horse is on one of the SmartPak supplements in order to have him in the ColicCare program. I called SmartPak recently to say there is a lot of overlap between shipments and can they push out delivery to minimize overlap. I emphasized that I WANTED TO STAY ON THE COLICCARE PROGRAM and would like to know my options for not having so much overlap. The customer service person who took the call (it was actually an online chat) said she would cancel the current order and ship X number of days later.

I then receive a note saying that my ColicCare coverage had been cancelled and that if I want to be in it I am welcome to reapply at any time.

I never intended to cancel which would have been obvious from the transcript of the conversation. What is going on with these people? I wrote customer service to explain what happened and asked that they resolve this immediately so that I do not lose coverage and do not have to reapply.

Has anyone else had difficulties with them where they completely screwed up? This is the 2nd or 3rd time they’ve made a major mistake on an order. The first time I had trouble with them on a different topic, the matter never got resolve and I refused to order from them ever again, but kept the SmartPak supplement for the ColicCare coverage.

With the transcript I have it would be obvious that they screwed up. So are their customer service people not paying attention? It’s not a call center in a foreign country so I don’t get it.

[rothmpp]

I’ve pushed delivery out before, but I called and talked to a live person rather than an online chat. The live rep was quite clear that I could only delay shipment by two weeks without affecting the ColiCare program. If you have the transcript, call and talk to a live person, don’t try to do it through a chat.

One thing that strikes me is the overlap. Unless you keep making changes and have them ship right away, you should only have about a week’s overlap. I don’t know if you board, self-care, or have your horse at home, but the only time I had tons of overlap was when the barn staff sucked and wasn’t feeding supplements regularly. It was an ongoing battle with the BM/BO who kept insisting that it was a Smartpak issue regardless of my showing her my account history and the 28 day to the letter shipping. We got a new morning feeder and it immediately resolved itself. Never more than 7 day overlap again.

[SnicklefritzG]

That’s the crazy thing, I had that specific kind of conversation in the chat where we talked about pushing it out by X weeks (1 or two) and they said that is how to avoid losing the ColicCare coverage. I said ok and now I get this email saying they cancelled it.

@rothmpp

I’ve pushed delivery out before, but I called and talked to a live person rather than an online chat. The live rep was quite clear that I could only delay shipment by two weeks without affecting the ColiCare program. If you have the transcript, call and talk to a live person, don’t try to do it through a chat.

One thing that strikes me is the overlap. Unless you keep making changes and have them ship right away, you should only have about a week’s overlap. I don’t know if you board, self-care, or have your horse at home, but the only time I had tons of overlap was when the barn staff sucked and wasn’t feeding supplements regularly. It was an ongoing battle with the BM/BO who kept insisting that it was a Smartpak issue regardless of my showing her my account history and the 28 day to the letter shipping. We got a new morning feeder and it immediately resolved itself. Never more than 7 day overlap again.

[Palm_Beach]

It’s such a gimmick.

[trubandloki]

I do have to agree with what @rothmpp said. It seems weird that you would have that much overlap if you are feeding the supplement regularly.

If you want Smartpak to help you then tag them in the thread.
@SmartPak Customer Care

[Lord_Helpus]

Last summer I called them because of overlap and my shipment date got pushed back a whole month. I just needed it pushed back for 2 weeks. Grrrrrr. When the next delivery did not come after 2 weeks, I called them and got it straightened out, but I should not have had to.

So, there might be a problem with the computer program? Whatever it is, they need to fix it. Other than that, I am very happy with them.

And, yes, the monthly cost is higher than it would be if I bought everything locally, but the ability to stay brain dead when I feed, knowing that I will get everything right, is… priceless.

[SonnysMom]

@Palm Beach

It’s such a gimmick.

Do you care to elaborate on why you say that? Is ColicCare program a gimmick or SmartPak packaging or the supplements themselves? Do they not honor the ColicCare program if your horse colics?

[trubandloki]

@Lord Helpus

And, yes, the monthly cost is higher than it would be if I bought everything locally, but the ability to stay brain dead when I feed, knowing that I will get everything right, is… priceless.

Yes! You said it so well. Totally true!
And no fighting with Mr. Trub who insists all the supplement scoops are the same size.

[dungrulla]

@SonnysMom

Do you care to elaborate on why you say that? Is ColicCare program a gimmick or SmartPak packaging or the supplements themselves? Do they not honor the ColicCare program if your horse colics?

Colicare is more expensive than standard medical insurance for horses, and none of the ingredients do anything that would prevent a horse from colicking. One of mine is on it because he’s not eligible for a standard insurance policy. Otherwise no one would be.

[trubandloki]

@dungrulla

Colicare is more expensive than standard medical insurance for horses, and none of the ingredients do anything that would prevent a horse from colicking. One of mine is on it because he’s not eligible for a standard insurance policy. Otherwise no one would be.

If it fills a spot that people need than I am confused why it is a gimmick. You say if it was not for the program your horse would not have insurance at all…

I do not use this program but I look at it this way - if you are planning to feed a similar type supplement as this is then why not use this and enroll in the program as a benefit.
Not a gimmick, just another option for people.

[Scandias]

I had a problem with the supplement selector. It kept confirming a different dosage than what I had chosen. I had to call a couple of times to get the dosage fixed. They are always very nice and helpful and admitted during my last call that they were experiencing some technical issues. I’m curious to see what actually arrives in the mail vs what I ordered.

[SnicklefritzG]

Sounds similar to my situation. I just wanted a week or so and the box got cancelled.

The update is that I called them, they pulled up a transcript of the chat and saw that it was their mistake. they tried to tell me that I should reapply but I said no I won’t do that. If it was their mistake I expected them to do it. They did put the paperwork through speedily so that is good and got a notification today that they fixed the problem.

It would be my PSA to confirm everything in writing with them so nobody gets confused.

@Lord Helpus

Last summer I called them because of overlap and my shipment date got pushed back a whole month. I just needed it pushed back for 2 weeks. Grrrrrr. When the next delivery did not come after 2 weeks, I called them and got it straightened out, but I should not have had to.

So, there might be a problem with the computer program? Whatever it is, they need to fix it. Other than that, I am very happy with them.

And, yes, the monthly cost is higher than it would be if I bought everything locally, but the ability to stay brain dead when I feed, knowing that I will get everything right, is… priceless.

[ladipus]

I always seem to have overlap despite my horses not missing any days ? I’ve called and have also been told they can only push it back and delay it by 2 wks

[bt1]

Yes the usual over lap is one to two weeks. You are paying more for the colic care…which ONLY APPLIES IF HORSE GOES TO SURGERY and if you look at the prices, you can get alllmossst as much from their non colic care sup that is about HALF the price. Not saying the supplement itself is not a good one, but their are equivalents you can get for a lot cheaper which leaves you money for a more inclusive insurance policy. In your case OP it sounds like someone went and checked the wrong box, hit the wrong button when trying to process your request. My biggest pet peeve is how they say “perrrfeehhhckkt” while you are ordering…ummm when I am ordering Ulcergard, SoreNoMore, vet wrap… life is IMperrrfeecckkktt mucho mucho imperrrfeckkkto.

[Palm_Beach]

@SonnysMom

Do you care to elaborate on why you say that? Is ColicCare program a gimmick or SmartPak packaging or the supplements themselves? Do they not honor the ColicCare program if your horse colics?

Sure! Take your order total and multiply it by 13 since you get 13 shipments a year. I bet you spend about $1,000 a year or more.

Now look at the additional requirements to be enrolled in the program - veterinary care, deworming, dental, etc. They will not accept horses who have regular colic issues. Smartpak is cherry picking the horse owners who are diligent about the health and welfare of their horses - so in essence, the population of horses that is LEAST likely to colic and need surgery. Do you think, that within this population of diligent horse owners, 1 in 7 of these horses will need colic surgery? There is an insurance company underwriting Colicare, and believe me, they’ve crunched the numbers and Smarkpak is coming out way, way, way ahead.

It’s a gimmick, horse owners who are already being diligent about the health and welfare of their horses are being suckered into a supplement they really don’t need to get “insurance” for something that probably will not happen.

[ryansgirl]

The Smartpak colic care program only reimburses you up to $7500. Based on my experience working at an equine hospital for a good number of years on my weekends, I can tell you that surgery can easily cost twice that…easily. I saw some that went into the 20k and up range due to complications.

So yes you might get $7500 reimbursed but you better be prepared to shell out the money for the rest.

[findeight]

Just a reminder to read all if the info about what you must prove you do routinely if you file a claim and what pre op and post op care they do or don’t cover. They review the entire bill before cutting a check.

Know three who filed claims using it, one was very satisfied, two were not. It is a marketing tool.

[egrubbs]

@dungrulla

Colicare is more expensive than standard medical insurance for horses, and none of the ingredients do anything that would prevent a horse from colicking. One of mine is on it because he’s not eligible for a standard insurance policy. Otherwise no one would be.

No, it’s not! I have both my horses insured and both have major medical. Insurance offers 3k above your major medical policy specifically for colic surgery. The ColicCare products I use cost me 42 a month I think and a yearly cost of 504. My premium on my one horse alone is 1400. 504 is NOTHING in the grand scheme of things, especially if it gets me 7500 in additional colic surgery money. Everyone has a different take on what they feel is a good thing or a gimmick. For me…it’s well worth the piece of mind! I’ve been with SmartPakEquine since 2002 and I’ve never had an issue with shipments or delaying. I’ve received those emails before when I switch between the ColicCare products and I’ve never had a lapse in coverage! The 7-10 days of supplement overlap is generally due to when you placed your initial order and where that is in relation to their shipment day for smartpaks!