Fortunately I have not encountered this problem as of this time. I certainly do understand your anger and being upset. We all feel that way when something bad happens due to another's negligence and probably moreso if it is someone highly trained such as a human doctor or a vet. So take a deep breath now that she is doing so well and concentrate and making your case to the co.. As you said, only so they will become more aware of these problems and take measures to correct them. Unfortunately we do have to hit big companies in the pocketbook usually to get their attention. So that leaves making them pay for all the expenses and who knows, maybe some for pain and suffering for little Sammy so you can buy new toys<G>! I think that sounds fair. LOL! Good luck in your fight! Me and my Insane 10 and crazy 2 (the doglets) and the sheltered 3 are behind you in this. The certified letter would be a good start and you might just mention in it that if they are unwilling to work fairly with you on this matter that you will have to seek legal advice. You have the guarantee so they should pay up or they are going against the law. GOOD LUCK AGAIN!!! Kelleen & the INSANE Animal House [Posted in FML issue 1495]