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Business Profile

Laboratory Research

Genentech, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Laboratory Research.

Complaints

This profile includes complaints for Genentech, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Genentech, Inc. has 11 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Genentech, Inc.

      1 DNA Way South San Francisco, CA 94080-4918

    • Genentech, Inc.

      4625 NW Brookwood Parkway Hillsboro, OR 97124

    • Genentech, Inc.

      One Antibody Way Oceanside, CA 92056

    • Genentech, Inc.

      7100 Riverport Louisville, KY 40258

    • Genetech

      1 Antibody Way Oceanside, CA 92056

    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/23/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was approved for the Actemra co-pay program and picked up my prescription on 7/19/24. The medication cost (after insurance was applied) was $551.25. The co-pay program approved me for their services which means all but $5.00 should be reimbursed once paid for. I submitted the reimbursement form, along with the receipt for proof of payment, the prescription information, and all supporting documentation. They have denied my claim 4 times insisting they require a form called Release of Medical Information from my insurance company. I have spent hours on the phone with my insurance company speaking to every department and this form (while it may exist in other states) does not exist in the state of ********. I have tried to explain to the Actemra co-pay program that I cannot produce a document to them that does not exist. However, I have provided all necessary information (including doctor's notes) to prove that my doctor has prescribed the medication, the pharmacy has filled the prescription, and I paid for the prescription on 7/19/24. They continue to deny me based on the technicality of a specific form that organizes the information in a specific way acceptable to their system. However, ALL the information they need has been submitted multiple times in multiple ways, yet they still refuse to reimburse me the $551.25 I paid to pick the prescription up. I have been fighting them on this for almost 6 weeks and am just going in circles. I now overdue for my next round of this medication because I cannot pay for something that they will not reimburse me for. I simply want the reimbursement promised to me. It should not be as hard as they are making it. I would appreciate your help in resolving this matter as I have spoken to ***** at the Actemra co-pay program numerous times and have gotten nowhere. Thank you for your help in getting this resolved.

      Customer Answer

      Date: 08/28/2024

      Hello- I am writing to let you know that my recent complaint (#********) has been resolved. Thank you so much for your help in this matter! *********************

    • Initial Complaint

      Date:04/26/2024

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Since I am susceptible to developing lung cancer having been a former cigarette smoker, I became aware of a local clinical trial titled Lighthouse-F ******* ******** Cancer Screening Collection Study, facilitated by Genentech **** held locally in my geographical area by North Star Medical Research, LLC, on 04-11-2024, which as a 72 year old elderly man I eagerly joined for the potential benefits, plus compensation in the amount of $300 per year for the three year study. My first participation occurred on 04-11-2024 at an initial patient office visit lasting two hours. At this first clinic visit, *************************** (Genentech) lab employees performed a blood draw of 50 ml. For my first participation, I was promised $200 for my time and blood draw. It has been two weeks since that initial lab visit, but I have not received my promised payment as stipulated in the written agreement I signed at **********. I repeatedly reminded North Star employees and Genentech Patient Support of this fact, since North Star colleagues informed me that I would be receiving a mailed paper check, then I was told by North Star employees on 04-25-2024 that the sponsor (********-Genentech) has not yet provided the ClinCards for payment. I escalated the issue to Genetech Patient Support and they responded with profuse apologies and conciliatory words, but there still has been no sign of any payment attempt or promised email clarification of payment. I am attaching the service agreement with ********-Genentech-North Star Medical Research (pages 1, 3, and 11) which stipulates to the promises I received. I participated in both the ***************** Covid-19 vaccine study and the ****** RSV vaccine study and I received my participation payments the same day as the blood draws and vaccinations. As a 72 year old senior citizen I counted on receiving this $200 benefit at tax time. I am asking for fairness and prompt payment of $200 by ********-Genentech-North Star Medical Research.?

    • Initial Complaint

      Date:01/19/2024

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      For several years I have been taking ******, ***** subcutaneously monthly and my symptoms have been well controlled. As of 2024 this ***** monthly is $2800 through *****. I could never normally afford this medication, which as of 2024 is 21 years old. However, during this time I have been receiving this medication for free through Genentech Patient Foundation and it has given me my life back. Until now. On 1/17/24, I received a call from Genentech Patient Foundation notifying me that their eligibility criteria had changed. I was asked a series of questions and after answering them honestly I was told that I would no longer be able to receive the medication that keeps these blistering hives at bay, effective immediately. I am writing to you with the hope that you’ll have some compassion on my family and I. I am enrolled in the ****** Copay Assistance program, but it only provides a $15,000 maximum annual benefit. I can not afford a medication that costs $2,800/month. Please consider (1) enabling me to remain enrolled in the Genentech Patient Foundation and continue receiving ******. I am only very narrowly excluded based on the new eligibility criteria. This is a medication I’ve taken for years that’s allowed me to live and work and contribute to society and raise a family. Please don’t take that from me.

    • Initial Complaint

      Date:12/19/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am enrolled in the Genentech ocrevus ** pay program, and was enrolled back on the service date. This program helps patients like myself with multiple sclerosis to get help paying for medication. How it works is it pay the patients deductible. I received the infusion drug called ocrevus on 03/24/2023 in an infusion center. The facility called Vas**, didn't mail me the bill generated on 10/27/2023.I received in mail on 11/06/2023.I immediately called The ocrevus program to submit this bill. The representative said I was not enrolled in the program and would have to enroll me again. (she did)This started a spiraling string of events to have them deny my bill.(Six times already). I uploaded all my supporting documents. As, well as sent them in the physical mail.I have all the proof I was enrolled at the time of infusion. For what ever reason. They want to not see the truth. Its nice to offer help to use your drug. After the fact pull the rug out from under me and deny there responsibility to **ver this bill.Please advocate for me to have them do the right thing and have them pay this bill. Like there program states I uploaded all my supporting documents in this matter. Including an old phone bill, with the ocrevus ** pay program number listed that I did call them and soon got re issued a new card.

    • Initial Complaint

      Date:03/01/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I filed an application with the Genentech Patient Assistance Program on January 4, 2023. Since then I have spoken to them over 8 times and each time have gotten the run around. They referred me to their offshoot company ********* throughout January and February even though ********* a) did not answer phone calls and b) finally told me they were not acquiring my prescription Valcyte until April 4, 2023. So Genentech Patient Assistance wasted innumerable amounts of my time throughout January and February and delayed me receiving care and access. It seems to be an EXTREMELY POORLY RUN and ill informed center. When I called twice this week, first *****, and then a second representative of Patient Assistance, told me a supervisor would call me back the next day. Of course neither happened. I would like my application, submitted on January 4, to be honored, and only a knowledgeable and highly competent representative to call me and not waste any more of my time. I would also like an apology from the *** ***************************** for the shoddy mismanagement of a center that supposedly serves patients but has many people online very disappointed in their management. I would also like Patient Assistance representative ***** to apologize for his poor handling and lack of follow up in my case, as no supervisor ever called me back and he could not offer any assistance whatsoever in their dropping of the ball for the past 2 months, resulting in huge amounts of my time and effort being wasted. If they could try filing a claim for their own center they would soon see how poorly it is run, to the detriment of patients worldwide.

    • Initial Complaint

      Date:08/26/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have visual impairment from age-related macular degeneration. ***************************, VP at PreventBlindness, put me in touch with *************************** of Genentech on 5/16/2022 so I can participate in a patient insight meeting. I attended two meetings with Genentech employees on 5/24/2022 and 6/1/2022. I was promised $150 for my time. It has been three months since those meetings but I have not received any payment. I repeatedly reminded *************************** and her Genentech colleagues and escalated the issue to ***************************. Though they respond with profuse apologies and conciliatory words, there has been no payment till now. I am attaching the service agreement with Genentech and a purchase order that was recently sent to me.Contact info of parties mentioned in my complaint:1. ***************************, VP of Public Health and Policy, Prevent Blindness - ******************************* ************ 2. ****************************************, Patient Advocacy Relations, Genentech - *********************** **************)

      Customer Answer

      Date: 10/07/2022

      Hello,

       

      Genetech paid me $150 a few days ago. This complaint can be closed as RESOLVED.

      Thank you for your intervention!

       

      - ****

    Genentech, Inc. is NOT a BBB Accredited Business.

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