ComplaintsforEMD Serono, Inc.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Nov 17, 2021 I purchased fertility medication from Freedom Pharmacy. I did so because of a rebate that Fertility Lifelines (through *********) was offering for approx. $400 off. My total was: $6363 (see credit card info below) Nov 17, 2021 ********************************* ESI************* ************ MA Purchased On Nov 17, 2021 Posted On Nov 17, 2021 Cardmember Name ********************************* ********************** Drug Stores, Pharmacies Merchant Country ************* $6,363 I was never given any info on how to get the rebate, I thought there would be info provided when I received my medications as that is how rebates typically work, so I had to follow up with Fertility Lifelines (a company of EMD SERONO, INC.) and specifically *****************************. He was the one who gave me the needed document to complete (via email on Nov 30, 2021 and said:Thank you ******!Please send the attached form to this address with your receipts. Thank you!Compassionate Care Program. ******************************************************************************************** All the best,******************************** MA. Ed.Cell ************ So I did just that. I waited months and months and had to call/email over a dozen times and there was a point I was told he was out of the office for an extended time and when he finally got back to me, his only response was that the rebate was no longer available...although I PURCHASED my medicine (with proper receipts and proof) during the time the rebate was available but it was his lack of follow through or lack of whoever is supposed to handle the rebate at the above location I emailed everything too and now I cannot get anyone to help me, answer my calls or emails, or give me any truth to why I was never refunded.

  

  Business response

  06/13/2022

  Good afternoon,

  
  Your case has been received and is a priority to us.  Your case is currently under review with our leadership team.  We appreciate your patience and look to have a response back to you within the next 14 business days.
  
  Thanks,
  
  EMD Serono

  Customer response

  06/13/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  hello, I just wanted to state that I did receive the email. It wants me to either accept or reject the response from the business I filed to complain against however in their email it says please allow 10 business days for them to respond to me so I am just waiting for that. So this time I dont want to accept nor reject because Im not sure what their next response will be. Please let me know if this is a sufficient response. Thank you,

  Amanda 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  06/27/2022

  Good Morning,

  We are in the process of approving and completing your request.  I will reach out to you today for a request of your receipts and we will being processing the amount.

  Thank you!

  EMD Serono

• Initial Complaint

  12/06/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had the same issue occur to me that was reported by two other reviewers on 3/30 and 10/26/21. In summary, EMD Serono (EMD) offers a GO Direct Rebate program for infertility patients that are purchasing their drugs without insurance (i.e. self-pay). EMD offers and promotes on their website a 10% rebate on the price of certain medications. I purchased the Gonal-F product on 11/16/21 for $2,035.65 and self-paid. As required, I submitted my application and receipt to EMD. My rebate was denied. The mailed denial letter stated that I was denied because my purchase was not self-pay, so I called them. They admitted on the phone that I did self-pay but said the price I paid the pharmacy was lower than the "minimum price required for the rebate. I asked what the min price was. They said $2,099. Because I was $60 short of that min price, I was not eligible. I was shocked and angry. There is no min price requirement disclosed anywhere on EMDs website, applications, or promotional letters they mail out.Interestingly, the BBB review on 10/26/21 is relevant here. That reviewer reported that she was denied by EMD because she also did not meet the min price. However, she paid more than $3,000 for her Gonal-F-an amount higher than the min price that I was quoted today. EMD did not lower their min price in the last 6 weeks. This is fraud, and they are making up eligibility requirements to fit their own needs. EMD is lying to consumers intentionally and knowingly. As an attorney, I take that conduct seriously. In Texas, this is a violation of the ***** which allows for triple damages. EMD has one chance to rectify the issue before I file a DTPA case. Finally, I want everyone to know what EMD is doing. I am fortunate enough to be able to afford the medications without the rebate; however, not everyone can. The fact that EMD falsely advertises a program under the guise of wanting to help women already struggling through a difficult time, is disgusting.

  

  Business response

  12/07/2021

  Thank you for reaching out to us.  I believe I will be able to help with this issue.  I will be reaching out to you via e-mail.

  We are sorry for the inconvenience.

  Customer response

  12/10/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am rejecting this response because the company has not done anything. I received an initial email from them asking for my paperwork. I sent them the itemzied receipt, which they already had on file. They then immediately replied and asked for my denial letter, so I sent that to them as well. I don't know why they needed that letter, since again, they can pull up my entire file and get whatever they need. However, I sent both documents. I have not heard anything from them since. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  

  Business response

  12/14/2021

  Per e-mail sent to you today and yesterday, you request has been processed and resolved.  Please reach out to us with the information we provided if you have any questions or wish to discuss.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/26/2021 I had the same issue occur to me, as reported in another review on 3/30/2021. I will copy much of what they said (because it is same as my experience). EMD Serono offers a GO Direct Rebate program for infertility patients that are purchasing their drugs without insurance - what is commonly known as "self-pay." They promote a 10% rebate of the purchase price on their website. I purchased products (Cetrocide and Gonal-F) on 8/9/21 ($448 Cetrocide, $2268 Gonal-F), 8/26/21 ($756 Gonal-F), and 10/7/21 ($448 Cetrocide, $1512 Gonal-F) and submitted proof for the rebate accordingly. They denied the rebate. When I called the company for information on why I was denied, they said the price I paid the pharmacy for the medicine was lower than the "minimum price" - I was shocked and disappointed. I said that I didn't see a minimum price anywhere on the website or application and they confirmed that they don't publish that info for consumers. This is unethical & misleading for infertility patients who are already navigating a difficult journey, I believe EMD Serono should honor this rebate - 10% off.

  

  Business response

  10/27/2021

  Good Morning,

  I have received your notification and have sent you an e-mail with a few questions. I believe we might be able to resolve this issue.  Please respond back are your earliest connivance.   

  Thank you!

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted my application for the compassionate care program and they kept stating my documents were not received although I have proof it successfully uploaded. I got a response from a rep after submitting my original BBB complaint and he asked me to email the documentation. I did and now he is staring he wants income information from another individual who is not on the application. I sent my 2020 tax transcripts for proof of income and they are still refusing to honor the program.

  

  Business response

  10/01/2021

  Dear ********************:

  
  The ****************** Program aims to provide fertility medication savings assistance to eligible patients based on their financial need and other criteria.  Eligibility for the ****************** Program is based on our ****************** Eligibility & Terms, which is available by visiting: https://www.fertilitysavings.com/legal-language/comp-care-terms/.Eligibility criteria is based on   qualifying annual household gross income and first-time participation in the ****************** Program, as well as other criteria. For an application to be considered complete, it is necessary for applicants to submit proper documentation of annual household income in order for us to determine eligibility.  Annual household income is the combined gross income of all members of a household above a certain age during a given year. As such, we have notified you that we are not able to process your application until you have submitted income documentation for you and your spouse.  We further requested that if you unable to obtain income documentation from your spouse, then you would need to provide a letter of explanation detailing the reasons why, which we also have not received.
  

  Once one of these tasks are complete, we will be happy to process your application to determine eligibility.
  

  If you have any questions or would like to discuss in detail,I have already provided you with my direct contact information.
  

  Thank you,
  

  *****************************
  Associate Director, Patient Support Programs

  Customer response

  10/04/2021

  I submitted the letter and they are still rejecting the application. I provided my income information as requested.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  

  Business response

  10/05/2021

  Per our ****************** Eligibility & Terms, we are required to verify annual household income to determine eligibility. We requested a letter of explanation that provides appropriate details into the reasons why you are not able to provide income documentation for your spouse.  At this time we are unable to process your application because we are unable to determine your household income.

• Initial Complaint

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I submitted a request for financial assistance for the compassionate care program as well as a rebate request and recieved confirmation that the supporting documents were uploaded and that I'm enrolled in the program. They never sent the check and also kept saying the documents were not received. This company is a scam.

  Customer response

  09/11/2021

  I have not heard from the business in response to my complaint.

  

  Business response

  09/14/2021

  Hello,

  I have received your response and apologize for the trouble you are having.

  Please contact me at **************************************** so that I can ask a few questions and gather your information to investigate the issue.

  Thank you,

  *****************************

*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. ↩