ComplaintsforLilly Cares Foundation, Inc.

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  To Whom It May ******** I submitted my yearly renewal for the LillyCares Patient Assistance Program for Taltz and was approved on Mid October ************************************************* September. I tried to contact LabCorp directly for a whole month to refill my Taltz injections without avail. Every time that I call, they mentioned that the LillyCares program sent over the approval for 2022-2023. However, they failed to send over the prescription attached to my application so that I could refill it. I have called 5 times within the past month to the phone number *************** and the representatives tell me that they are unable to resend my prescription to LabCorp. At this time, I am out of my injections and I am supposed to inject myself on Dec 03, 2022 and if I am unable to inject myself, it will hinder my health. At this time, I kindly ask the Lilly Cares Patient Program to ensure that the prescription that my doctor provided to be successfully received to LabCorp so that they can process my medication on-time.

  Business response

  11/29/2022

  Thank you for raising the issue. We want to help. The patient's order is scheduled to be delivered on 11/30/22. We attempted to contact the customer via phone to provide a status update on 11/28 but there was no answer or ability to leave a message. We will call again on 11/29 to provide a status update on the anticipated delivery on 11/30/2022.

  Customer response

  11/29/2022

  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

  05/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of transaction is 5/26/2022 not covered by Taltz copay and I have to pay $2750 in order to get the medication. The second option for me to get the medication was to make me pay that amount, then Taltz together said they will reimburse me. That is no guarantee but a lot of money gone from my pocket. I am due for a shot on 5/28/22 and wasn't notified before today that this is a problem. Without this medication I am in a lot of pain and find it hard to function. Right now I work a full time job and it will be a challenge without this medication. 8 administrations are left in this year and I cannot afford $2750.00 times 8. I need a copay assistance to help me pay for this medication. That is ALL I WANT. All I am required to pay is $5 per month that is it!

  Business response

  06/06/2022

  Dear BBB:

  We received this complaint on 6/2 and have reached out to a contact in our immunology customer support programs to see how we can assist this customer with the Taltz Together copay program. We will respond again with an update once we have successfully reached the customer, as soon as possible. 

  Susan 

  Customer response

  06/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  *** Lilly has not contacted me with a valid solution. The solution they did have was bogus and was for ******** or uninsured patients only. They should review their programs before offering it to patients.
  
  Regards,
  
  *******************
  

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was recently prescribed emgality for treatment of cluster headaches, which cause me extreme pain and are completely debilitating. I understand that this is a free service, but I wouldnt be using it if the medicine I have been prescribed didnt cost close to 2k for a 30 day supply. I currently have a lapse in insurance. I started my application at the beginning of the month. I have experienced nothing, but the run around from Lilly cares. The last written communication I received from them states that they had everything they needed from me and my doctor. I called to follow up and they claim that they needed a wet signature of my prescription from my doctor. This was sent immediately. I called again to follow up today and the person I spoke with is now saying that the prescription was finally located on their end, but is missing my address. I am in extreme debilitating pain and this organization has failed to communicate with me, which has put my health in serious jeopardy. They have no intention of helping anybody and simply make people with health problems jump through hoops to the point that they give up. I have never experienced something so reckless and infuriating in my life. I cant believe that this is simply poor communication on their end. It feels very deliberate.

  Business response

  03/25/2022

  We reached out to the patient on 3/25/22 to understand the history and status of their case. Our Lilly Cares team followed up, and the patient's order is now scheduled to be delivered on 3/29/22.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I WAS part of the Lilly cares patient help program. To help with the cost of paying for medication. Everything went fine the first year or 2. Then something happened. Their service went down hill. Part of the program is a doctor has to sign their form for them to release the medication. They started sending meds without authorization, then they started sending the meds to my home instead of sending to my doctors office. Then when my meds did not come.. there were excuses. I remember calling and being told the refills were automatic. Not true. I called again to inquire as to their ETAI was told the meds didnt make it on the plane. I had to get samples from my doctor to cover until the meds got there. I also ask about renewing my prescription and I was told a date. This date was after I had already been cancelled. I called because I had not heard anything. Because of the mentioned trouble I was havingI contested the charge to my credit card. When I did that I was cut off, cancelled and I was told today they will not deal with meperiod.I will not pay for terrible service. But I also feel we could have negotiated this. But there is nothing. I ask to be reinstated and the answer is NO! I have been tried, convicted and judged all in one. I have a customer service based business and I have never just cut someone off cold. What am I ? A child? And I need to be taught a ******* As it isI have not been on thier service for 6 months. This should be enough time and I can be put back on even at a limited period. If things go better..then Im good to go.

  Business response

  01/05/2022

  Thanks BBB. We received this message over the holiday period and have reached out to our customer support program for a response. Will try to respond ASAP with a response to the customer, and will provide a follow-up when I receive one.

  Customer response

  01/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  

  there was no response other than to say they received the complaint and will get back to you!

  there was no real answer.  Please do not make up my mind for me by submitting my response as above.

   

   

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

  
  

  Business response

  01/11/2022

  Lilly response to this complaint:
  This patients enrollment expired in October 2021. We spoke with patient on 12/20/2021, at which time we reviewed criteria for re-enrollment in her assistance program. The patient mentioned she was charged a fee for service by a 3rd party. Lilly explained this patient's assistance program is available at no cost. Lilly has called the patient twice to follow up and called the patient's healthcare provider, but no voicemail option was provided. We have scheduled another follow-up call to try and reach the patient. 

  Customer response

  01/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************

  this is not entirely true.   I was under ************ for my medication and they use lily ******************** as their supplier.  This is where the confusion comes in.  I was being charged for their service.

  I talked to Rx advocates and was inquiring about my membership because I had not heard from anyone in regard to a renewal.   I reached a very nasty person ( in December)that said because I had disputed a charge from RX advocates because of some really bad service I had received.she told me we are done with you!!  We wont deal with you any longer!!  I tried to explain about the bad customer service and it went into deaf ears. So of course because of thier gaslighting I felt terrible and I called Lilly ******************** myself and tried to explain my situation and was there any way to be re-instated into thier program.  A very nice lady told me to just reapply.  I took the form from the web sight to have my doctor **** it and I was directed to a prescription assistance program for no charge at my local hospital.  So I have been running that down.  
  I have seen that Lilly ******************** has called a couple of times, but I didnt know what they wanted.  There is a voice mail option,  I get voice mails from others that call.  But they did not leave a message they just hang up after a few rings.  I didnt call back as I didnt know what they wanted.

   

  
  

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