ComplaintsforMerck & Co. Inc.
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Complaint Details
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Initial Complaint
07/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I adopted a dog and attempted to change the microchip information to my name but could not reach this company by phone or email. My Veterinarian also tried numerous times with the Veterinarian only line. I tried every option they provided even the lost pet. My dogs microchip is not even registered to his previous owner, Home Again didnt complete it. I was given all his paperwork. The dog is almost 7 and the previous owner took great care but has passed. Thank you, ********Business response
07/08/2024
Hello,
I see you have an account with us for a pet named ****. Information provided to us is that it is a male dog enrolled to you 12/7/2010. Presumably when you adopted the pet. It is still showing as living in the HomeAgain database, is that correct?
Also, can you provide me with the microchip # for the pet you are referencing?
Thank you
The HomeAgain Team
Customer response
07/08/2024
Complaint: 21952414
I am rejecting this response because:
I adopted the dog **** a male dog his AKC registered name on 10/20/23 from *********************** in ******** his owner before passing registered his microchip and was his only owner the number of the chip is 985 113 000 724 893 the dogs date of birth is 7-13-2017
Regards,
*************************Business response
07/08/2024
The transfer to you has been submitted - you should get an update in the next 2 weeksCustomer response
07/10/2024
Complaint: 21952414
I am rejecting this response because:
Im only allotted ********************************************************************************* 2 weeks without having any of my personal information.
Regards,
*************************Initial Complaint
05/07/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Home Again has charged me membership fees for my pet's microchip for 5 years now, but I recently learned it is a total scam! I paid for the microchip when it was first purchased and there is no annual payment required, despite their deceptive marketing letters stating annual fees are due. I still have these letters in my possession and I will be sharing all of this with my State ************************** the ************************************* my Senators and other elected officials unless Home Again immediately sends me a refund check. This is crazy how scammy they are! Please send my refund to ********************* at *********************************** or I will be forced to take further action.Business response
05/07/2024
Hi ***************,
I have searched your name and the partial phone number you provided below but am unable to locate an account for you. Please provide your pet's microchip # or the email address that we send communication to so that we can research further. Once located, if there is more than 6 months left on your current premium service, we would be happy to apply a refund for the current year. I have also placed below a summary of the HomeAgain program.
Thank you
The HomeAgain Team
Upon initial registration into the HomeAgain Pet Recovery Database you receive Lifetime Enrollment which provides Unlimited Profile Updates online or by phone and 24/7 Live Customer Support.
Premium Membership Benefits are renewable annually (currently $24.99) and provide:
Access to our Lost Pet Specialists
Ability to create and distribute Lost Pet Alerts and Personalized Lost Pet Posters
Access to our Emergency Medical Hotline
Travel assistance for found petsInitial Complaint
04/21/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I did nor order this serviceBusiness response
05/07/2024
Hi **********,
When you adopted Kash, ******** and **** the facility that you adopted them from (*************************************************************) updated the pet's microchip information to your name. There is no cost for the service unless you choose to upgrade to premium service. The service is for recovery of lost pets.
I have opted you out of all communications other than if your pets should become lost and are then found.
If we can be of further assistance, please let us know.
The HomeAgain Team
************
Customer response
05/08/2024
Complaint: 21605538
I am rejecting this response because:
These animals have passed away some time ago; there is no need to charge me BECAUSE THEY ARE DEAD
Regards,
*******************************Business response
05/09/2024
Thank you for letting us know that the pets are deceased, we will update their profiles.
In looking at your account, there have been no charges or payments since 2021.
If you are seeing a current charge, please provide us with the documentation so we can correct.
Thank you
HomeAgain
Initial Complaint
04/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
This company started emailing me out of the blue, knowing my name and email, and telling me about my account with them for a pet I do not have. As of today, I have asked them four times to remove my information, as I have never used their services and they do not have my permission to use my information or contact me. I am absolutely fed up. I do not know how they got my information or who created an account with it, but they will not remove my account or leave me alone.Business response
04/30/2024
Dear *****************
Petworks Animal Services enrolled a pet named Sleepy to you as a new pet owner on 2/20/2024. Their phone number is **************, if you would like to know why they did so.
We have updated our records and removed you as the pet owner.
If you have further questions, please feel free to reach out.
Thank you
The HomeAgain Team
Customer response
04/30/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***************************Initial Complaint
04/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought pet microchip , reported stolen dog a few years later, they have my dog to the third and allowed them to transfer ownership to themselves while I had pet and chip flagged for stolen animal. The only service they provide, they did the opposite.Business response
04/24/2024
Hi ***************,
We show the following on your account
Transfer of microchip information request 4/19/2023.
We sent an email to ******************** on 4/19/2023, 4/23/2023, 4/25/2023 we did not receive a response from you
We called ************ on 4/25/2023 and 4/26/2023 the phone was not answered, and we were not able to leave a voicemail due to the voicemail being fullWe moved forward on the transfer of microchip information on 4/27/2023 since we could not reach you after 5 attempts
On 11/26/2023 we show you logged into the HomeAgain member portal and updated your email address from ******************** to your current email address.
It is unfortunate that you feel we did not act as we should as we did our best to reach you.
The HomeAgain TeamInitial Complaint
03/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I submitted a rebate for 2 medications for my dogs. Never received the rebate. Called the company to reissue the care and they said the card has expired. They refused to re-issued the rebate because it was beyond 6 months. How can I use a card i never received? I want my rebate. .Initial Complaint
02/21/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I received a rebate of $12 via promo MasterCard not realizing it had an expiration date of 01/24 basically just a few weeks ago. I called the promo card issuing company and I was told to call Merck *************) because funds were returned to them, but when I called Merck they said they couldnt reissue my credit although I explained the card had just expired not even a month ago. It being today is O2/20/24.. The rebate was for a year supply of Tri-heart chewable tablets for my dog. What I dont understand is if they received my funds back because I never used the card and I explained that I did not realize the card had an expiration date & since it was never used Why couldnt they re-issue a credit of some sort for my rebate. I simply want My rebate reissued, even if by check. They basically have my funds. Can you please help me get my $12. I even explained to Merck that ive been buying their product for my dog for years and am a loyal customer of their product.Initial Complaint
02/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello,I'm not sure of the exact date this happened. Only ******** technical folks will know. I run a small rescue and have ******** registered with Homeagain. I have been using them for over 10 years. I spent a great deal of time and effort uploading pictures of each and every cat registered with Homeagain. I logged into my account and all the pictures are gone. I have no way to go back 10 years and find all of that picture data to reload. No response from Homeagain, and it is impossible to get to talk to a "real" person about problems like this. It leaves rescues like mine in limbo. This is not good business and I feel someone at the company should know about this and do something to help. I'm sure I'm not the only person this has happened to. It's shameful. What did I pay for? And why are ******** chips used by shelter veterinarians when it clearly doesn't care about the data we rescues take the time to upload?Business response
02/13/2024
Hi *****,
The HomeAgain database was created for pets to be enrolled to the pet owner. In May of 2022 a new website and pet owner portal was launched. With our database being built for pet owners, it was based on the maximum # of pets being 10, accounts with over 10 pets experienced an issue with pictures transferring over.
So that we *** update your account, and send you a list of all enrolled pets, please provide us with the following:
Rescue's name, address, phone # and email as shown on the 501c3 documentation
Any variations of the Rescue's name, phone or email that *** have been created (typically these are in error and caused additional accounts)
Any individual names that *** have been listed as a primary contact
Once received, your account will be updated to match the 501c3 documentation and all associated pets will be placed into one account. A list of all the pets enrolled into the account will then be provided and we would be happy to work with you to simplify the transfer process to the new pet owners.I have also sent the above information to the email listed on your account
Initial Complaint
11/30/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
************** passed away earlier this year and HomeAgain refuses to refund my subscription. How heartless for a company that's supposed to care about pets and their owners to be rude.Business response
12/11/2023
We have reached out to the Pet Parent to advise we've put in a request for a refund.Initial Complaint
10/28/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
My parents got a dog in 2020 and in November 2020 the dog was fixed and received a Home Again XS ***** kHz Microchip designed and manufactured by ************************************ a subsidiary of *********** Inc.Both of my parents are now deceased and I have the dog. I have tried with no success to transfer the ownership. Nobody answers phones, I have left so many messages that I have lost count. Nobody has ever called or emailed me. I have sent two emails and received 2 case numbers: #******** and #********, and nothing else. I have tried 2 separate days for over an hour each day to transfer the ownership and the website claims the chip number does not exist and informs me to call! Why should I waste my time calling when you don't even pick up the phone?!?!You sold an expensive worthless chip knowing full well the dog would never be identified if she had been stolen because you have no such number or record in your system. Since your staff refuse to answer the phones and return calls, I expect the **** or whoever owns this unreputable business to contact me to apologize, take the time to get the information to transfer ownership, and make the chip number exist. For almost 3 years my dog has had this chip and we never knew the number on the chip is non-existent.If this happened to us, how many others have been defrauded? I am asking for whatever government agency actually even cares about this happening to elderly consumers, to investigate and force the company to activate all those numbers and pay back to the consumers a portion of the money defrauded for the time the chip was not active. This is unacceptable and inexcusable, and I want it fixed/resolved now. This company ios not going to endanger my dog anymore!Business response
10/30/2023
We spoke to Pet Parent & were able to assist in their requests.Customer response
10/30/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
**************Thank you to both BBB and ****** with Home Again in resolving this.
**************, Pet Parent
Monday October 30, 2023
3:29 PM
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Customer Complaints Summary
110 total complaints in the last 3 years.
22 complaints closed in the last 12 months.