ComplaintsforLilly Cares Foundation, Inc.

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Initial Complaint
03/04/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
*************** have submitted both the patient and provider application documents multiple times starting in November of 2023. **** Cares continually says they have not received the paperwork for my Talz. The most recent resubmission was three weeks ago. As of today they ask that the provider portion be submitted AGAIN. Today I asked for 2 fax numbers so we can see if it gets through. Typically applications should be approved/denied within 30 days. I have missed the February dose of this medication and am now in danger of missing the March dose. This is unacceptable.
Business response
03/18/2024
Hi *** and BBB - I reached out to the Lilly Cares Foundation for a response on 3/5. I have reached out again today for a follow-up on this application. During this time there was a major cyberattack on a non-Lilly third party and that has affected many sectors of the pharmacy world. Not attempting to close this case, just wanted you to know I am working through it and hope to have an update shortly.
Business response
03/18/2024
Thank you for writing. We confirmed with Lilly Cares this mroning that the patient was successfully enrolled on 3/8/2024. Lilly Cares spoke with the patient on 3/8/2024 to confirm her enrollment for 2024, and notify her an order was in progress. That order was delivered on 3/15/2024.
Customer response
03/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
*****************
Initial Complaint
12/01/2023
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I participate in the patient assistance program Lilly Cares offers and had been approved until May of **** or so I was told. Around the 1st of October, I contacted Lilly Cares seeking a refill of Basaglar injection pens and was told I should have received my usual 3 month supply shipment around Sept 2nd, 2023. I informed them that I did not receive that delivery and had only a few weeks left of medication. I was informed that I had exhausted the last of my refills and needed my doctor to supply a refill request. I notified my doctor of this and checked back a couple weeks later with them to confirm that they got the refill Rx from my doctor and was then told my medication approval was withdrawn and could see no other information about it. I have been out of Basaglar for over a week now. As a type 2 diabetic I am dependent on this to keep my gradually rising blood sugar in check with an ******* over 9 despite all efforts to minimize dietary effects on it. I cannot afford to pay full retail which runs about $350 a month or I would have just asked my doctor to have it filled locally. I can't seem to get any real answers from them to solve this problem. My doctor has been trying to reach out to them, but no progress has been made their either.
Business response
12/11/2023
Thank you for reaching out. I have forwarded your complaint to the Lilly Cares team for a review of the case. We will follow-up again to the BBB with next steps but are triaging this case right now.
Customer response
12/21/2023
Lilly Cares called me to let me know the issue was resolved and delivery of insulin was resumed. Thank you for your help. This case can be closed.
Initial Complaint
11/07/2023
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
BBB: this is a new issue not a duplicate. Thank you.**** cares: There is an unresolved issue with my NEW PAP Application for next year. It shows approved. However, it is not showing approved properly. My Dr. ****** to write the diagnosis on the paper application but he has since corrected it via faxing a new handwritten script to you. This includes the correct language so that you can make the corrections so that I receive the correct quantity of 10mg tablets per 90 days refill which is 90 tablets. Once per day. Please help get this updated so that my early Jan delivery will come with no further issues and please give me a call. Thank you for your help.
Initial Complaint
10/10/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello,For the past 3 months people at Fortrea say they've contacted my ************* no such contact has occurred. No surprise there as these things continue to happen year after year. My Dr faxed in refills on new hand written prescription after we tried calling as we were told a verbal would expedite things. But the customer service people cannot, after extended holds, ever connect the call. If we press option 2 for provider to reach pharmacy. .still no answer. Can someone please coordinate with the pharmacy from Lily ******************** and end the delay. ******* today said they get thousands of faxes and it could've been lost. But it's electronic. It's frustrating to say the least. Moreso, when ******* 3 months ago assured me she would have my Dr contacted well in advance of now to prevent this stress and waste of time. Appreciate your help. Please call me to confirm this is resolved and confirm that my updated address is in fact, updated. Thank you!
Customer response
10/11/2023
Heard from business today and resolved issue. Complaint may be cancelled
Business response
10/16/2023
Thank you for reaching out. Lilly Cares reached out to the patient's healthcare provider to fax the prescription and confirm status. We have confirmed that the patient's medication shipped at the end of the week Oct 13. This should resolve the patient's issue.
Customer response
10/16/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
*******************************
Initial Complaint
08/15/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I have contacted Lily **** for 4 months to get a prescription for Talz. All I get is same answer, the application dr sent was out of date. *** talked to my dr and they sent in the right application July 28, over n over again they deny receiving it. My rheumatologist is not happy, I hope he changes my script, Im tired of getting the run around
Business response
08/27/2023
Thank you for reaching out. Due to current Lilly Cares program requirements, the healthcare provider (and me, as a third party) cannot obtain status updates for missing information in the application until the patient submits the required HIPPAA consent. Lilly Cares reached out to the patient to clarify this requirement and how to submit it directly to Lilly Cares.
Initial Complaint
07/02/2023
Complaint Type:
Product Issues
Status:
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.
My son, ***********************, ************* of ******** for medical and financial matters submitted an application to continue Forteo bone injections. My son submitted a physical application to *******************************. ******************************* Replied back stating she didnt receive the attached application to the email. My son, *******, verified it was sent in his email outbox and re-submitted back to *******************************. Additionally, my son submitted via their portal. My son sent all required sensitive documents as requested. My son and I never received an acknowledgment from *******************************. Additionally, I received a denial Letter from Lilly Foundation with no specific details. ******************************* did not reply to any of my sons emails other than she didnt receive the initial application.I believe this is a blatant attempt to block necessary medical care to a senior citizen who is eligible for these services. The failure of Lilly Care and ******************************* to provide any vital communication is clearly elder discrimination.Please make this right and start communicating. .
Business response
07/19/2023
Hi BBB - I have asked for another update today on this case; we had some non-overapping vacations and so a delay in response. I have asked the Lilly Cares customer support center again to confirm whether this has been resolved. Will provide a second update once I get information from them.
Business response
08/27/2023
This patient was located in the Lilly Cares program but there are no denials for this patient case. The patietn was missing some insurance information and a valid prescription (the Rx was not dated). The missing information was received and the patient was re-enrolled. The tracked shipment shows as received by the patient on 8/8/2023, so this should resolve the patient's issue.
Based on the details in this email chain, the application was directly submitted to a ******************************* via email. This person is not a Lilly Cares representative, and Lilly Cares does not use email to communicate application status at this time. We recommend the patient only submit requests for assistance directly through Lilly Cares to reduce or eliminate any confusion for future applications.
Initial Complaint
06/26/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I first applied for help hast December (2022). I heard nothing whatsoever.Then in May (2023) my social worker and I called to try to find out what was happening.I then received a text message saying that I was approved.on 5/1. I awaited for a shipment of my Emgality. It did not appear. My social work and I made about 7 more calls between 5/1 and 6/6. Each time there was an excuse for not shipping and a promise to ship. Each time I waited for the Emgality and it didn't come. They promised to send it before the 20th of June, in time for when I usually take my injection but it didn't come. It is obvious that t hey have no intention of sending this prescription to me even though I was qualified. I have given up as 'm sure that's what they wanted me to do but didn't have the decency to tell me they were not going to help me. I hope to find a higher up person to contact about this run around. I see that other people are having the exact same problems..Lilly Cares is Lilly Lies.
Business response
07/19/2023
Hi BBB - I have asked for another update today on this case; we had some non-overlapping vacations and so a delay in response. I have asked the Lilly Cares customer support center again to confirm this patient's application situation. Will provide a second update once I get information from them.
Business response
08/27/2023
Thank you for reaching out. This patient application was missing information for the healthcare provider signature and the valid prescription information. The info provided for the prescription appeared to be part of the patient's chart notes, not a valid prescription. We coordinated with the pharmacy to get a valid prescription, which we obtained. Per tracking information, the patient received the medication on 7/14/23 and there are no additional requests.
Initial Complaint
06/14/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Re: Lilly Cares eApplication, Case Number WEB-****** I have been contacting the Lilly foundation about receiving my Trulicity and Basagla from them, which they have sent me for the last two years. Now they are, what I call, stalling. The doctors office sent them at least 10 faxes of information regarding the prescription including dosage. The doctor fills out her medical information each time as she has for two years now. While I appreciate the fact that Lilly sends us these medications free of charge, I just want to know if we are going to continue to get them. They said they did not receive our faxes and I have proof that they did. They had me fill out two or three applications, and every time I call them I get a different excuse. Either I am going to continue to get my 2 prescription products or I am not. There has been no significant change to my income. My insurance has not changed. My doctor is the same. This has been going on since May 5, 2023. Either my wife or myself have called them at least 20 times. I have been on the phone with them and my wife giving them permission to talk to her about my case, more than once, that was one of their excuses.***********************
Business response
07/10/2023
Thank you for reaching out. We confirmed with our customer support team on 6/26/23 that this patient's Trulicity and ******** both shipped on 6/19/23, which should resolve the patient's problem. Thank you.
Customer response
07/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

They mailed the medicine to us right after I made this complaint.
Thank you for all your help, you are the best.
Regards,
*****************************
Initial Complaint
06/09/2023
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
I was in the Lilly Cares program for free Trulicity in 2022 but no longer qualified in 2023. However, I used a pen from the 2022 program, still not expired, and it malfunctioned, did not inject into my skin, as if pen was stuck but then got unstuck and sprayed, almost into my eye. It has been impossible to get a person on the phone with the ability or interest in fixing this situation by replacing the malfunctioning and dangerous pen:-it is impossible to get the right person on the phone - the Lilly Cares phone system does not provide options that allow you talk to the right person -I have spent hours on the phone, either explaining the issue over and over or being on hold while my issue is investigated.-I have talked to 2 people at Lilly Cares (Edrien and someone else) both of whom sent me to ***************** -I spent over an hour talking/being on hold with the Answer but was told that the issue had to be handled by Lilly Cares, a separate entity. *******, at *****************, kept me on the phone for an hour and then said she couldn't help, even after talking to her manager, *******. -So I am going around and around in circles without anyone being able to address my issue.I simply want a replacement for the malfunctioning and dangerous Trulicity pen.
Initial Complaint
03/29/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Was on program for Forteo. All paperwork was sent three times from my provider. Don't know what else to do. File # is WEB205673.
Business response
04/07/2023
Thank you for reaching out. We have checked this patient's record and confirmed that her shipment went out on 4/3/2023. Please let us know if you have any issues with your shipment.
Customer response
04/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
***************************************

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