This letter is in response to the consumer complaint filed with your office by Ms.[redacted]....
Below is the result of our investigation.
Ms. [redacted]'s rebate check was originally mailed on February 7. 2(114 to the address of record [redacted]. ME[redacted]. As of the date of this response letter. that check has not been cashed. We are issuing a replacement check that will be sent Fed Ex two-day air no later than Friday. March 21. 2014.
If you have any further questions, I can be reached at 317-[redacted]
Sincerely,
[redacted]
Companion Animal Global Marketing Advisor
We received a rebate submission from Mr. [redacted]...
on
5/14/14. He was issued a reject notice because the original vet invoice was not
included. Mr. [redacted] purchased Trifexis through his local [redacted]. Mr. [redacted]'s
rebate was mistakenly rejected. The rebate promotion only pays out to consumers
who purchase through a licensed veterinarian. We were recently made aware that
[redacted] have clinics with licensed veterinarians within the stores.
Mr. [redacted]'s $25 rebate has been escalated and is
scheduled to mail on 10/31/14 and should be received soon after that time.
If you have any further questions,
we may be reached at 1-888-545-5973.
Sincerely,
Elanco Animal Health
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My address is [redacted] atlanta ga 30319 not the [redacted] address that you have on file. Also the rebate is for $25. I had also given this company my husband's work address to send check to as I didn't receive it from them. His office didn't receive it either. I believe that they are not sending these rebates to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
This letter is in response to the consumer complaint
filed with your office by [redacted]. Below is the result of our
investigation.
We received a rebate submission from [redacted] on
3/14/14. A rebate check was issued on 3/26/14 for the
initial purchase. Since that time we have sent 3 checks to Ms. [redacted] and she
has still not received a rebate check. The address information that was
provided with the rebate submission as follows:
[redacted]
We have now escalated a 4th rebate check
for the amount of $25 dollars to the address listed above. After the check is
printed and mailed via FedEx, we will provide tracking information.
If you have any further
questions, please contact Elanco at 888-545-5973.
Sincerely,
Elanco Animal Health
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
When it was discovered that the "Elanco" heart-worm preventative prescriptions did not work - The vet told me that followup heart-worm treatments would cost between $400 - $600. AFTER the vet called Elanco for approval, the treatment costs JUMPED up to $1,000 - with ELANCO offering to pay less than half of the cost.
So, essentially I was dealt a "Fast Shuffle" and ELANCO was left paying nothing!
My dog is now on "Heartgard Plus" which is sold by an Eli Lilly (Elanco) competitor - Merial.
Since the Eli Lilly Elanco's TRIFEXIS product does not work ( [redacted] ),
I demand the $549.37 for the veterinarian bills and the worthless TRIFEXIS products that I have purchased.
Since Eli Lilly doesn't seem to accept responsibility for this defective product, I will proceed to pursue assistance from various government offices, consumer agencies
and news organizations.
Regards,
[redacted]
We received a
rebate submission from [redacted] on 3/14/14. A...
rebate check was issued on
3/26/14 for the initial purchase. Since that time we have
sent 2 checks to Ms[redacted] and she has still not received a rebate check. The
address information that was provided with the rebate submission as follows:
[redacted]
[redacted]
[redacted]
When checking into this issue I noticed that the address information
that was provided to the Revdex.com is a different address than we have in our system.
Today I escalated another check to [redacted] using the address on [redacted]
Rd. which she provided to you, in hopes that she will receive her $10 rebate.
If you have any further questions, please contact Elanco at
888-545-5973.
Sincerely,
Elanco Animal Health
This is Elanco Animal Health's response to the complaint referenced above. Thank you for the opportunity to...
respond to this concern.
Elanco was notified of a potential lack of efficacy report by the pet owner in January, 2014. The case was evaluated and did not meet the terms of the product satisfaction guarantee related to heartworm disease, for which the pet had been diagnosed. The specific criterion not met was the need for the patient to have a "negative" heartworm test at a time point of four months or greater after starting the heartworm preventative product. In this case, a negative test was performed on 29 Dec, 2012, and the monthly preventive medication was started in January, 2013. The next test was performed in January of 2014, the first one after starting the Elanco product, and it was positive for heartworm disease.
The negative test requirement at 4 months or greater after initiation of preventive therapy is based on documented science related to the heartworm life cycle. For all standard tests currently used in veterinary practice, a "positive" result due to heartworm infection will only occur at 5-7 months or later after the initial infection of a patient. Infection is the result of the bite of a mosquito which has taken blood from an infected dog, and then subsequently bites an uninfected dog. In this case, the patient was tested in December of 2012, but unfortunately, it had not been on heartworm prevention prior to January, 2013, when the Elanco product was first started. Any infection due to exposure to infected mosquitoes in the preceding six months prior to the negative heartworm test would not have been picked up until approximately six months later. Given the December test date, that means any infection in June of that year, or later, would not have been Identified. That same time period corresponded with the time of peak mosquito activity that occurs in the summer and fall.
As this brief explanation portrays, the life cycle of heartworm disease is difficult to understand, though it was reported that the attending veterinarian had discussed these points with the pet owner. However, it is noteworthy in this case that, because of the difficulty understanding these concepts and the recognition that the owner was trying to provide the best medicine for his pet, Elanco did provide a customer service gesture to the hospital in the amount of $600, to be provided as a credit towards heartworm treatment for this patient. That was not mentioned in the complaint write up filed by the pet owner. Thus, while the customer service gesture was obviously not satisfactory to the pet owner, since it did not cover all potential costs associated with heartworm treatment for this patient, it is Elanco's stance that, given the facts of the case, it was a substantial good faith gesture to assist in this situation, and further consideration in this regard is unwarranted.
Thank you for considering this information in your evaluation of this complaint. If you have further questions, feel free to contact the company at 1-888-[redacted] and reference case # [redacted].
Regards,
Elanco Animal Health
This letter is in response to the consumer complaint filed with your office by Ms.[redacted]....
Below is the result of our investigation.
Ms. [redacted]'s rebate check was originally mailed on February 7. 2(114 to the address of record [redacted]. ME[redacted]. As of the date of this response letter. that check has not been cashed. We are issuing a replacement check that will be sent Fed Ex two-day air no later than Friday. March 21. 2014.
If you have any further questions, I can be reached at 317-[redacted]
Sincerely,
[redacted]
Companion Animal Global Marketing Advisor
We received a rebate submission from Mr. [redacted]...
on
5/14/14. He was issued a reject notice because the original vet invoice was not
included. Mr. [redacted] purchased Trifexis through his local [redacted]. Mr. [redacted]'s
rebate was mistakenly rejected. The rebate promotion only pays out to consumers
who purchase through a licensed veterinarian. We were recently made aware that
[redacted] have clinics with licensed veterinarians within the stores.
Mr. [redacted]'s $25 rebate has been escalated and is
scheduled to mail on 10/31/14 and should be received soon after that time.
If you have any further questions,
we may be reached at 1-888-545-5973.
Sincerely,
Elanco Animal Health
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My address is [redacted] atlanta ga 30319 not the [redacted] address that you have on file. Also the rebate is for $25. I had also given this company my husband's work address to send check to as I didn't receive it from them. His office didn't receive it either. I believe that they are not sending these rebates to me.
Regards,
[redacted]
Sorry the rebate was for $25. I am seeking $25 with this complaint. I thought I corrected that.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
This letter is in response to the consumer complaint
filed with your office by [redacted]. Below is the result of our
investigation.
We received a rebate submission from [redacted] on
3/14/14. A rebate check was issued on 3/26/14 for the
initial purchase. Since that time we have sent 3 checks to Ms. [redacted] and she
has still not received a rebate check. The address information that was
provided with the rebate submission as follows:
[redacted]
We have now escalated a 4th rebate check
for the amount of $25 dollars to the address listed above. After the check is
printed and mailed via FedEx, we will provide tracking information.
If you have any further
questions, please contact Elanco at 888-545-5973.
Sincerely,
Elanco Animal Health
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
When it was discovered that the "Elanco" heart-worm preventative prescriptions did not work - The vet told me that followup heart-worm treatments would cost between $400 - $600. AFTER the vet called Elanco for approval, the treatment costs JUMPED up to $1,000 - with ELANCO offering to pay less than half of the cost.
So, essentially I was dealt a "Fast Shuffle" and ELANCO was left paying nothing!
My dog is now on "Heartgard Plus" which is sold by an Eli Lilly (Elanco) competitor - Merial.
Since the Eli Lilly Elanco's TRIFEXIS product does not work ( [redacted] ),
I demand the $549.37 for the veterinarian bills and the worthless TRIFEXIS products that I have purchased.
Since Eli Lilly doesn't seem to accept responsibility for this defective product, I will proceed to pursue assistance from various government offices, consumer agencies
and news organizations.
Regards,
[redacted]
We received a
rebate submission from [redacted] on 3/14/14. A...
rebate check was issued on
3/26/14 for the initial purchase. Since that time we have
sent 2 checks to Ms[redacted] and she has still not received a rebate check. The
address information that was provided with the rebate submission as follows:
[redacted]
[redacted]
[redacted]
When checking into this issue I noticed that the address information
that was provided to the Revdex.com is a different address than we have in our system.
Today I escalated another check to [redacted] using the address on [redacted]
Rd. which she provided to you, in hopes that she will receive her $10 rebate.
If you have any further questions, please contact Elanco at
888-545-5973.
Sincerely,
Elanco Animal Health
This is Elanco Animal Health's response to the complaint referenced above. Thank you for the opportunity to...
respond to this concern.
Elanco was notified of a potential lack of efficacy report by the pet owner in January, 2014. The case was evaluated and did not meet the terms of the product satisfaction guarantee related to heartworm disease, for which the pet had been diagnosed. The specific criterion not met was the need for the patient to have a "negative" heartworm test at a time point of four months or greater after starting the heartworm preventative product. In this case, a negative test was performed on 29 Dec, 2012, and the monthly preventive medication was started in January, 2013. The next test was performed in January of 2014, the first one after starting the Elanco product, and it was positive for heartworm disease.
The negative test requirement at 4 months or greater after initiation of preventive therapy is based on documented science related to the heartworm life cycle. For all standard tests currently used in veterinary practice, a "positive" result due to heartworm infection will only occur at 5-7 months or later after the initial infection of a patient. Infection is the result of the bite of a mosquito which has taken blood from an infected dog, and then subsequently bites an uninfected dog. In this case, the patient was tested in December of 2012, but unfortunately, it had not been on heartworm prevention prior to January, 2013, when the Elanco product was first started. Any infection due to exposure to infected mosquitoes in the preceding six months prior to the negative heartworm test would not have been picked up until approximately six months later. Given the December test date, that means any infection in June of that year, or later, would not have been Identified. That same time period corresponded with the time of peak mosquito activity that occurs in the summer and fall.
As this brief explanation portrays, the life cycle of heartworm disease is difficult to understand, though it was reported that the attending veterinarian had discussed these points with the pet owner. However, it is noteworthy in this case that, because of the difficulty understanding these concepts and the recognition that the owner was trying to provide the best medicine for his pet, Elanco did provide a customer service gesture to the hospital in the amount of $600, to be provided as a credit towards heartworm treatment for this patient. That was not mentioned in the complaint write up filed by the pet owner. Thus, while the customer service gesture was obviously not satisfactory to the pet owner, since it did not cover all potential costs associated with heartworm treatment for this patient, it is Elanco's stance that, given the facts of the case, it was a substantial good faith gesture to assist in this situation, and further consideration in this regard is unwarranted.
Thank you for considering this information in your evaluation of this complaint. If you have further questions, feel free to contact the company at 1-888-[redacted] and reference case # [redacted].
Regards,
Elanco Animal Health