ComplaintsforJanssen Pharmaceuticals, Inc.
Pharmaceutical Manufacturer
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Complaint Details
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Initial Complaint
08/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
08/16/2024 To whom it may concern,I have an ongoing issue with CVS Specialty Pharmacy and Janssen. I use Janssen's copay assistance program to help cover the cost of my Tremfya prescription, so my payment is only $5 each injection. I have two bills from a year ago, one of which was recently sent to collections because CVS claimed the payment was repeatedly denied. I've spent countless hours over the last year attempting to remedy this issue, including three-way phone discussions with both CVS and Janssen. Janssen displays that I have funds loaded on the card, and CVS attempts to charge the card, but there is always a difficulty with payment processing, so the balance continues bouncing back. I do not believe I should be held liable for these expenses, which should be covered by the copay assistance program, as Janssen continues to inform me. This is a billing issue between CVS and Janssen, but it is now impacting my credit. This is really aggravating and unjust to the patients who are experiencing this type of predicament. If I had known the sums would not be paid, I would not have filled the prescription. The balance was covered for multiple previous refills, so it's unclear why the two balances from a year ago aren't processing properly. I've stopped renewing my medicine, which was recommended to aid with my psoriasis. I'm currently coping with my condition without the pharmaceutical my doctor prescribed, and I'm having credit problems that I shouldn't even be experiencing. I would like this matter investigated further. There must be some sort of resolution. I feel backed into a wall and I am left feeling helpless as I continue to be treated unfairly by both CVS and Janssen. If they are going to provide a service to patients, shouldn't such services be valid? I appreciate your immediate attention regarding this matter. Thank you, ************************* ************* **************************************Business response
08/20/2024
We have received your inquiry. For any further inquiries please contact us at 1-800-JANSSEN **************)Initial Complaint
03/18/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
submitted 2 request for rebate program they offer one in january and one in february keep getting the run around when i call. some reps can't find my info or don't know what im talking about no supervisors available to speak with horrible customer service and have no knowledge. i have no one else to turn toBusiness response
04/08/2024
Thank you for your inquiry. Please contact Janssen directly at ************* for further assistance.Initial Complaint
10/07/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
After being prescribed a medication mfg by Janssen, I was asked to enroll in their patient navigator. As part of this service, I was supposed to receive help with obtaining my medication. I called the line and spoke to a nurse who was only able to answer medical questions and had nobody to escalate access issues to despite Janssen failing to secure distributors and pharmacy partners that could dispense the medication on time. The healthcare provider said there was nothing she could do and would not escalate since it was a Saturday - denying me my life-saving medication.Business response
10/18/2023
Thank you for your inquiry, for any further inquires please contact us at **************.Customer response
10/18/2023
Complaint: 20709770
I am rejecting this response because:
I would like a Single Point of Contact's name, phone number (including extension), and e-mail. Calling a general number does no good.
Regards,
*************************Business response
10/19/2023
We have received your response, for any further assistance or inquires please contact us at **************.Initial Complaint
03/17/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Janssen Pharmaceutical manufactures and distributes a drug known as Spravato. Administration of this drug must occur in a doctor's office and a nurse must be in attendance for the duration of the treatment which lasts for approximately 2 hours. Janssen provides a rebate form so that an individual may recover monies spent on the observation billing. A fax number is provided for submitting the claim form as well as supporting documentation. The claim may also be submitted online through a website or via standard mail. I have filed 6 claims for six separate dates for reimbursement of the observation charges in excess of what is covered by my medical insurance. All 6 claims were filed at once with a separate observation rebate request form for each date of service. The first date of service was on 9/22/22 and the last date of service that I filed was on 10/17/22. I have faxed the forms and all supporting documentation (16 pages including cover sheet) on 3 separate occasions 1/05/2023, 1/14/2023 and 2/07/2023. For each date I have a fax confirmation sheet. I also submitted the same information via their website on 2/22/2023 and received an indication of successful upload - they do not provide a confirmation number. In each case I have called a few days after submission and have been told that the claims were never received and to resend. I asked to speak with supervisor the last time I called but he was not available, but I was told he would call me within 24-48 hours. They would not give me his complete name but only told me it was James L.This was Monday 3/6/2023. As of this writing (3/17/23) no one has contacted me. I tried calling Janssen's main number but was only referred back to the rebate program office and was not allowed to speak with someone in corporate. There is a timetable of submissions of 9 months in order to be eligible. I would be surprised if anyone has been reimbursed; I believe this is very fraudulent and am seeking financial remediation, etc.Business response
03/17/2023
Thank you for your message. For any further inquiries. please contact us directly at 1800-JanssenInitial Complaint
03/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have used Janssen **************** Program for several years. Throughout this time, the letters I received with information and rebate cards have been sent to an incorrect address. The address does not exist. Some of these letters eventually arrive at my correct address late, dirty, and ripped--and while I receive the services regularly and should thus theoretically receive a letter with rebate payment information for each date of service, I do not, which implies that many letters do not reach me. I called and was informed that my address would be corrected. It was not. When I log into myjanssencarepath.com, I have the correct address listed in my profile. However, I continue to receive letters with the incorrect address. I then wrote to Janssen CarePath at the address in these letters (************************************************************************************* *****) to correct my address first on August 9, 2021 concerning a May 2021 letter. I received no response. I wrote again on December 16, 2022 and stated that I would report them to the BBB by March 2023 if I received no response to my request for address correction. I received another incorrectly addressed letter on February 27, 2023. I attach all documents in reverse chronological order with the most recent at the beginning of the **** I hope that this complaint will require Janssen to correct my address. I have a right to receive all communications from the company.Business response
03/02/2023
Thank you for your message. If you have any further inquiries, please contact 1800-Janssen.Customer response
03/02/2023
Complaint: 19519194
I am rejecting this response because: I have called the company previously, was assured that the address was correct in their system (or would be corrected) which did not occur, and would like a response from the company in writing with proof that my address has been corrected.
Regards,
Bay ByrnesimBusiness response
03/03/2023
We have received your message. Please contact 1800-Janssen **************) for further assistance.Initial Complaint
02/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
i was receiing Xeralto free from ******* and ******* for years because i qualified. Received a letter stating they will no longer give it to me free. but I should contact janssen new program ... so i filled out the forms. had my dr. **** and fax back in Nov. 2022. i have heard nothing and when i call the customer service line .. it keeps you on hold for 20 minutes and then says too busy to answer. please leave a message and we will call back. i have called 10 times and left message ..... and no one calls back....... i called another customer service number and they said just keep trying................Business response
02/24/2023
Thank you for your message. Please call 1800-Janssen with any further concerns.Initial Complaint
06/27/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was having my prescription filled with CVS. All of a sudden you receive your prescription from this company and I never authorized them to do it. They charged me for it. I called my insurance company and they told me they didn&#**;t approve the prescription.Business response
06/29/2022
This email has been received. If you have any additional questions please contact the ************************** at *****************************************Initial Complaint
01/04/2022
- Complaint Type:
- Order Issues
- Status:
- Unanswered
12/29/2021 Jennessen/Employee ********************* entered into a legal contractual agreement and instantly after receiving personal data through Jannessen , broke the agreement,commited a confidentiality violation and did not send the agreed about payment totaling $580.********************* works as a scientist Immune-toxicology, Oncology, Drug Discovery and violated the proffesional code of ethics that the Jannessen Lab in La Jolla,********** stands for.He is not responding to his fulfillment of the signed contract.I would like to be contacted the full agreed upon payment sent for this complaint to be resolved
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Customer Complaints Summary
13 total complaints in the last 3 years.
6 complaints closed in the last 12 months.