Merck & Co. Inc.

I received a voucher to get three 10-day trials of Belsomra through Merck's website. The first one went through fine. The second went through fine. The third? My doctor submitted the script a week ago, and the pharmacy has just been saying it's "In process".

I have been out of the meds for four nights. NO ONE contacted me to tell me there was an issue, which I only learned about by calling the pharmacy today, who told me they were told by the manufacturer the "program had changed". When I looked - just this MINUTE - at the voucher (see attached), it is exactly the same as what I had received and then provided to the pharmacy receive the free trials.

WHY are they saying the "program has changed" when the voucher clearly states it doesn't expire until the end of this year?

I called the number on the belsomra website, and after speaking with two people, was told they couldn't help me and sent me to another group with another number. Again, I spoke with two people, who told me they couldn't help, and sent me to yet another phone number (after hanging up on me first).

I have now been on hold for 30 minutes with no answer - AND WAS HUNG UP ON!

And no meds.

Which has severely negatively impacted me - I am exhausted and my mental and physical health is in the crapper.

This blatant disregard for patient's needs is inhumane, atrocious, and UNACCEPTABLE.

Complaint: [redacted]
I am rejecting this response because:
 Sorry I missed this this has not been resolved I still do not have my dog back as she is still in Ohio.. I don't know why they said it has.
Regards,
[redacted]

The customer's password problem was corrected on 5/2/16 by a telephone call to get an further explanation of the issue.  Our company was sending her passwords which were not working when she tried them.  There is a procedure that we used to resolve her password problem.  She is...

satisfied that her account has been unlocked.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
So I just want to make sure if they don't contact me with the 10 days I will still be able to to contact you backRegards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The only response I got from the business is a voice mail reiterating that because I didn't beat the prescription that was...

ELECTRONICALLY SENT and PROCESSED the day I was given the card at the doctor's office to their activation website, they are not going to honor the offer. I will notify the doctors of the [redacted] that the offers being touted by Merck's salespeople are misleading and to inform customers that they will be in for much larger charges than the prescription card claims.
Regards,
[redacted]

this has been resolved with consumer

Merck received this complaint. Please be aware the customer was contacted and that Merck is managing the case.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response...

made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Thank you for the information. We are reviewing the customer’s concerns with the coupon and will be contacting Ms. [redacted] directly. We will follow-up with you once we have addressed this matter.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...

[redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Thank you for the information. We are reviewing the customer’s concerns with the PROVENTIL HFA  inhaler and will be contacting Miss [redacted] directly. We will follow-up with you once we have addressed this matter.Thank youAdrienne [redacted]  [redacted]  [redacted]...

[redacted]
[redacted]

Recordrejected on 8/4/2015 due to the following reasons:o   Pet owner registered for 4 doses of Bravecto online, butthe invoice indicated that only 2 doses of Bravecto had actually beenpurchased.o   Purchase date on the invoice was from February 12, 2015.Since the pet owner just...

registered at the end of July for February purchases,the record did not meet the business rules criteria that registrations must bereceived within 90 days of the veterinarian visit.we will however be issuing a rebate but again by rules of the program it will be for $15 not $35 clearly stated in the program.  we are doing this as a good faith effort.

The Merck Patient Assistance Program is working with Ms. [redacted]’s
healthcare provider to resolve the complaint, and a follow-up letter has been
mailed to Ms. [redacted].  We will send you another email communication once
the issue has been resolved.Thank you,Merck National Service Center...

I am a Bravecto fan and recommender. Actually, I should say I was. I purchased 2 doses and submitted the rebate on January 6th. It was received on the 7th. Today is March 9th, 9 weeks later. I check website and it says "in process". I call the customer service. The nice gentleman now says it's been approved. I need to wait ANOTHER 2 WEEKS for the check to be processed. I won't even have the rebate before I need to buy the next dose for my dogs! Absolutely unacceptable customer service. I realize rebates take time, 6-8 weeks, I understand, but 11-13 when it's done online? You have a lost a customer. I will spread the word on my Rat Terrier, Multi dog, Foster/ Shelter animals Facebook pages and everyone at all the dog parks I frequent.

Review: This company has deceptive business practices when it comes to their Home Again Microchip for Pets services. They want to charge an annual fee for "valid added benefits" rather than the one time fee that most microchip companies charge. You must go out of your way to opt out of the Home Again annual fee, meaning the default is that you will be charged. The vet does not explain this, nor do they on their website (www.homeagain.com) when you go to register your pet. I found out about this fee through reading what others had said in forums.

So last year, I went out of my way to opt out of the annual fee, yet I found a charge for it on my credit card last month. I tried to contact the company and after being on hold for 7 minutes was told they were "busy" and the system hung up on me. They have not responded to any emails.Desired Settlement: I want a full refund. I don't want them to charge my card again. I think they should be put out of business for fraud and making unauthorized charges on I'm sure, every single customer who has ever registered their pet with them. The other customers just didn't notice the missing $17.99 or thought they had to pay it to keep their pet in the Home Again System.

Business

Response:

We have issued a full refund but have left the service for full year. It is in no way our intent to device anyone. we have also removed the credit card from all our records. I will also contact the customer directly

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I want to add that I don't appreciate having to contact the Revdex.com to get a response from this company after their unauthorized charge to my debit card. When I went to clear this up, I never received a response email after several emails. When I called on the phone, I was hold for 7 mins and their system told me they were "busy" and hung up. This company is probably ripping off every single microchip client who gets stuck with them, but the customers don't notice. And it's not our choice to do business with them in the first place. The vet chooses them. When a vet puts in a microchip and we have to register it, we don't know to watch our account to make sure this company doesn't make unauthorized charges. By the way, Home Again does have a bad reputation for charging cards w/o authorization. Pet owners need to go out of their way to choose a vet that doesn't put in Home Again microchips.

Regards,

Review: April 2, 2015 I purchased 4 boxes of their product [redacted] for dogs from my vet. The total purchase price $144. Upon purchasing I was told I would be eligible for a rebate simply by going to their website [redacted] I would have been eligible for a $35 rebate.

I went to the website, filled in all the information and got a page that all information was not provided. I went to the vet and they gave me a second rebate sheet - one for each dog. I went back to the website and still it wouldn't work. I emailed the company, called the company and they told me I would have to mail in the information.

I mailed the requested information on April 21, 2015. I have heard nothing back from the company. On June 11, I sent another email and have heard nothing back.Desired Settlement: I would like the $35 rebate as promised by the company for puchasing 4 boxes of their [redacted] for dogs.

Business

Response:

this has been resolved with consumer

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Merck advertised a rebate for purchasing Activyl Flea and Tick Prevention, under the Activyl Rewards program, through the vet's office. I provided all requested info and mailed in the invoice on May 27, 2014 to their processing center in GA. I received an email from them on 7-14-14, declining the rebate. After numerous calls to the rewards processing for Merck, they keep telling me, I should receive my rebate, but there are technical difficulties and my invoice was apparently lost. The rebate was supposed to be $35 and as of today, I'm still getting the runaround from this company. The only phone number I could get was to their "3rd party call center" and not directly to Merck. They are now asking me to resend my invoice, which I think is just another way to stall, since they are still having "technical difficulties".Desired Settlement: I would like them to honor the $35 rebate and send my check! NOTE: There is only room on the form for 1 date of purchase. I purchased two six packs of Activyl; one on 4-2-14 for $107.78 and the other on 5-24-14 for $119.27.The rebate of $35 was for purchasing 12 doses of Activyl and I completed the rebate form as instructed by Amanda at the Activyl Rebate Hot Line at Merck.

Consumer

Response:

Thank you for your prompt response to the complaint I filed against Merck. After I filed the complaint, I called the company and left a message with their call center and rebate processing, telling them that I had filed. Later that afternoon, I received an email from them that my rebate was approved. Amazing how fast their "technical issues" were resolved!! They said I should receive a check in 3-4 weeks, and if that happens, I will definitely update you.

Thank you again!

Review: I was given a prescription card by the doctor which reduces the cost of the medicine which I have been prescribed. I receive my prescriptions from [redacted] (which itself absorbed [redacted]) and they will not accept prescription coupons directly. I went online to try to redeem the offer and instead ended up with another member number and no resolution. I was sent a member reimbursement form, but was then told when I called later because I noticed it had the wrong ID on it that it couldn't be used anyway because it had been activated after my prescription was filled. Well, my prescription was filled as soon as the doctor called it in and nowhere did it say I had to activate the card the second it was handed to me. I sent in the form with the corrected information on it. Now, over two months later, I call in to find out they have lost/mishandled my form and have no record of it having been sent in. Furthermore, the representative talked to me like I'm a criminal, stating that she HAD to cancel one of the cards since I had activated two and it was going to be the one the doctor gave me since it was activated second. Then, she flatly told me again that at any rate I activated the card after the prescription was filled. and it was too late now anyway, and tough luck.Desired Settlement: I request that they honor the offer they have distributed without practicing trickery designed to disqualify patients who have legitimately purchased this overpriced medicine. I'm sure they assume most people are stuck buying their medicine due to their conditions and that may be true, but I will ask for alternatives or revert back to my old generic as I can't and won't afford to continue paying the higher prices.

Business

Response:

Merck received this complaint. Please be aware the customer was contacted and that Merck is managing the case.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The only response I got from the business is a voice mail reiterating that because I didn't beat the prescription that was ELECTRONICALLY SENT and PROCESSED the day I was given the card at the doctor's office to their activation website, they are not going to honor the offer. I will notify the doctors of the [redacted] that the offers being touted by Merck's salespeople are misleading and to inform customers that they will be in for much larger charges than the prescription card claims.

Regards,

Review: I purchased a bottle of Afrin nose spray made by Merck from DFW Airport. The product was defective. I called and waited on the phone for an unreasonable amount of time to get a refund, which was promised at $8.42. After sending the defective product back, and after waiting 1.5 months for the check in the mail, I again called just to wait and wait and wait on the phone, wasting much more time than $8.42 worth. I was told that I should receive the check shortly. I received the check last week, and was disappointed to see that they only reimbursed $6.27, instead of the agreed amount that I paid: $7.78 + tax = $8.42. I took video of the defective bottle in action, and will take this to the next level if necessary; their bait and switch tactic having me send the product in and then not living up to their promise will not fly. And I will not wait on their "wear you out" phone system for another 30 minutes to resolve this.Desired Settlement: I hope they can live up to their promise and reimburse me for the full amount that I spent on their defective product, which I had an adverse reaction to after taking more than a normal dose due to the defective bottle.

Business

Response:

First, it should be noted that we take all complaints received about our products very seriously. A mistake was made in terms of the amount promised to [redacted]. While he could not produce a sales receipt to confirm the amount he paid for the product in question, approval was given for a refund for the amount [redacted] had requested. He will be issued the difference of $2.15 and we apologize for any inconvenience to [redacted].

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Review: I APPLIED FOR AN rx SEVERAL WEEKS AGO AND SENT IN MERCK'S APPLICATION WITHAN RX FROM THE RN WHO TREATS ME. I CALLED THEM ABOUT A WEEK OR SO AGO. THEY TOLD ME I WOULD FIRST RECEIVE A DENIAL LETTER THEN AN ACCEPTANCE LETTER. I CALLED TODAY BECAUSE I RECEIVED NOTHING AND THEY TOLD ME THAT THE DR HAD TO FILL OUT THE FORM. I FILLED OUT MY INFO AND THE RN FILLED OUT HERS' ALONG WITH AN RX STAPLED TO THE APP. I NOW HAVE TO GO BACK TO MY DOC AND ASK FOR MORE REFILLS WHICH IS NOT APPROPRIATE FOR THIS TYPE OF SERVICE.Desired Settlement: I EXPECT DELIVERY FOR MY EXPECTED MEDICATION, [redacted] OR CALL MY DOCTOR;S OFFICE, [redacted], [redacted], HARTFORD, CT, MY RN IS [redacted],AND EXPLAIN WHY THIS HAS HAPPENED .

Business

Response:

The Merck Patient Assistance Program is working with Ms. [redacted]’s

healthcare provider to resolve the complaint, and a follow-up letter has been

mailed to Ms. [redacted]. We will send you another email communication once

the issue has been resolved.Thank you,Merck National Service Center

Consumer

Response:

Review: [redacted]

ailed am rejecting this response because: I mailed two attestation requests to Merck and they stated I did not send one. I have been waiting months for this medication and the doctor has filled everything out and I mailedit as soon as I received this.