St. Vincent de Paul Society

The Revdex.com complaint identified above was received by the Elanco Technical Services Team on May, After review, we were unable to identify a case number associated with the consumer identified in the record, so a product case was entered in our database and is identified as Elanco case *** Elanco takes all reports regarding our products very seriously and routinely works with prescribing veterinarians to help understand the circumstances associated with themThere are many variables to consider in an effective fleas control programMost important is the potential for a flea contaminated environment which, if left unaddressed, allows no product to be fully successful at alleviating the situationThe Elanco product used in this case is a prescription product that is labeled to be dispensed by, or on the order of, a licensed veterinarianThese prescribers and their staff are routinely detailed on product attributes, including customer satisfaction expectations, and have been requested to routinely call Elanco directly if such reports are receivedThis standard sales approach, along with Elanco’s toll free number being listed directly on the product packaging, makes the report of an inability to contact Elanco directly confusing Thus, we feel establishing direct dialogue with the pet owner and their veterinary hospital is the best approach to pursue in response to this complaintElanco stands behind all of our products and we are more than willing to work with this pet owner’s veterinary hospital to better understand the circumstances of the reportNo product can claim 100% results under any circumstance, but given the situation described, Elanco prefers to consult with the prescribing veterinary hospital before making any further judgments on the caseUnfortunately, the prescribing veterinary hospital contact information was not provided in the complaint, so the pet owner is requested to call the number listed on the packaging (1-888-545-5973) so that further investigation can occurPlease ask them to reference case [redacted] when they callAfter speaking to the clinic staff, if standard published criteria required for consideration are met, Elanco is more than happy to provide a refund for the product usedIf we do not receive a call from the consumer within a week, as requested, then per standard procedure, we will make two documented attempts to call the consumer directly to follow upIf no further contact is established from these attempts, Elanco will close this case with no further action takenWe trust that this proposal is satisfactory to the Revdex.com, in response to this reportRegards, The Elanco Product Technical Support Team

Thank you for taking the time to communicate to us why our service did not meet expectationsWe will further evaluate how we can prevent this problem from occurring in the futureAfter reviewing the complaint Ms [redacted] was contacted on 07/04/byour customer care department and assisted with activationMs [redacted] did confirm the activation and we are able to see that the card is active In our systemWe have placed an additional follow up courtesy call to ensure she is not having further issuesPlease express our sincerest apology for any trouble or inconvenience we may have caused to Ms***As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer, It's our goal to retain a satisfied customer and will hope to serve her again in the futureSincerely, Kent P [redacted] Kent P [redacted] , Blackhawk Engagement Solutions Senior Complaint Analyst o; f;

Thank you for taking the time to communicate to us why our service did not meet expectationsWe will further evaluate how we can prevent this problem from occurring in the futureAfter reviewing the complaint the card was reactivated on May 24, in the amount of $and we will process an
additional amount for Ms*** in the amount of $She may track the status of her rebate at www.elancorebates.com using tracking numbers ***Please indicate to Ms*** to allow 8-weeks to receive the additional cardPlease express our sincerest apology for any trouble or inconvenience we may have caused to Ms***As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customerIt's our goal to retain a satisfied customer and will hope to serve her again in the future. Sincerely, Kent P***, Senior Complaint Analyst

Thank you for taking the time to communicate to us why our service did not meet expectationsWe will further evaluate how we can prevent this problem from occurring in the futureAfter reviewing the complaint Ms*** was contacted on 07/04/byour customer care department and assisted with
activationMs*** did confirm the activation and we are able to see that the card is active In our systemWe have placed an additional follow up courtesy call to ensure she is not having further issuesPlease express our sincerest apology for any trouble or inconvenience we may have caused to Ms***As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer, It's our goal to retain a satisfied customer and will hope to serve her again in the futureSincerely, Kent P*** Kent P***, Blackhawk Engagement Solutions Senior Complaint Analyst o; f;

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***., I spoke with someone this week and the individual asked for the name of the veterinarian and his phone number I gave them the name of the veterinarian and his phone number They said they would call the veterinarian So this seems like a way for them to not resolve the matter
Regards,
*** ***

Revdex.com of Central Indiana 151N Delaware Street #Indianapolis, IN RE: Complaint #*** May, Dear Revdex.com, Thank you for taking the time to communicate to us why our service did not meet expectationsWe will further evaluate how we can
prevent this problem from occurring in the futurePlease see the result of our Investigation below: Elanco was notified of a potential lack of efficacy report by the pet owner via telephone on April,2017.The case was evaluated and was assessed as meeting the terms of the product satisfaction guarantee related to internal parasites, for which the pet had been diagnosedThis decision was communicated to the pet owner on April,2017.A request for a check for $was entered into the system on the same day, to be fulfilled by the contractor that performs this service for Elanco The pet owner called on April,to check on the status of the payment and to discuss parasite life cyclesThe next contact was on May, 2017,when the pet owner reported that the check was still outstanding had not been received by the veterinary hospital where it had been requested to be mailed.Our records indicate that the check was cutand sent on April,2017,twenty days after the request and within the 4-week window normally estimated for these payments to arrive .Elanco strives to keep this time line on the lower end of the estimate for reasons of good customer service, but the logistics associated with the process sometimes result in a longer timelineThus ,we provide a conservative estimate to cover these occasional longer delivery times Elanco acknowledges the concerns of the pet owner and regrets the delay that has occurred in receiving this paymentBased on the May, contact where it was reported that the payment had not been received ,a stop payment on the issued check was orderedAn expedited replacement check was requested on May, 2017; both actions are per procedure where it appears a payment may have been lost in the mail or otherwise misplaced .Processing of this request should occur during the week of May,2017,with expedited mailing immediately thereafter This response was initiated prior to receiving the complaint filed with the Revdex.com, so we trust that these actions are satisfactoryThank you for considering this I information in your evaluation of this complaint .If you have further questions, feel free to contact the company at 1-888-545-and reference Elanco case # *** Regards, Elanco Animal Health, A division of Eli Lilly and Company

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] The company did not help in the resolution of my complaint.  It was only through my continued perseverance that I finally got a resolution.  The company would call and email repeating giving me the same instructions each time which got me no where.  Then, about 15 days after I finally got my card activated and then I used the card, the company emails me that they are ready to activate my card.  These people are either incompetent or they are directed to make everyone's life so miserable that they will never use their rebate card.  I WILL NEVER PURCHASE A PRODUCT FROM THIS COMPANY AGAIN!!!

The Revdex.com complaint identified above was received by the Elanco Technical Services Team on 13 May, 2016. After review, we were unable to identify a case number associated with the consumer identified in the record, so a product case was entered in our database and is identified as Elanco case [redacted]....

Elanco takes all reports regarding our products very seriously and routinely works with prescribing veterinarians to help understand the circumstances associated with them. There are many variables to consider in an effective fleas control program. Most important is the potential for a flea contaminated environment which, if left unaddressed, allows no product to be fully successful at alleviating the situation. The Elanco product used in this case is a prescription product that is labeled to be dispensed by, or on the order of, a licensed veterinarian. These prescribers and their staff are routinely detailed on product attributes, including customer satisfaction expectations, and have been requested to routinely call Elanco directly if such reports are received. This standard sales approach, along with Elanco’s toll free number being listed directly on the product packaging, makes the report of an inability to contact Elanco directly confusing.  Thus, we feel establishing direct dialogue with the pet owner and their veterinary hospital is the best approach to pursue in response to this complaint. Elanco stands behind all of our products and we are more than willing to work with this pet owner’s veterinary hospital to better understand the circumstances of the report. No product can claim 100% results under any circumstance, but given the situation described, Elanco prefers to consult with the prescribing veterinary hospital before making any further judgments on the case. Unfortunately, the prescribing veterinary hospital contact information was not provided in the complaint, so the pet owner is requested to call the number listed on the packaging (1-888-545-5973) so that further investigation can occur. Please ask them to reference case [redacted] when they call. After speaking to the clinic staff, if standard published criteria required for consideration are met, Elanco is more than happy to provide a refund for the product used. If we do not receive a call from the consumer within a week, as requested, then per standard procedure, we will make two documented attempts to call the consumer directly to follow up. If no further contact is established from these attempts, Elanco will close this case with no further action taken. We trust that this proposal is satisfactory to the Revdex.com, in response to this report. Regards, The Elanco Product Technical Support Team

Thank you for taking the time to communicate to us why our service did not meet expectations. We will further evaluate how we can prevent this problem from occurring in the future. After reviewing the complaint Ms. [redacted] was contacted on 07/04/2016 byour customer care department and assisted with activation. Ms. [redacted] did confirm the activation and we are able to see that the card is active In our system. We have placed an additional follow up courtesy call to ensure she is not having further issues. Please express our sincerest apology for any trouble or inconvenience we may have caused to Ms. [redacted]. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer, It's our goal to retain a satisfied customer and will hope to serve her again in the future. Sincerely, Kent P[redacted] Kent P[redacted], Blackhawk Engagement Solutions Senior Complaint Analyst o; 972.538.7277 f; 866.964.0552