Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,

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

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In ******* 1/25/23 I applied to LillyCares assistance for Emgality. On 1/28/23 I had received an email link to Lilly Cares Foundation message center. Tracking #******* my case number is WEB-******. My provider had not yet submitted her forms. I investigated at my clinic. My providers email service through the clinic has a firewall that will not allow some emails to pass through. I printed all of the forms for her and delivered them on 2/8/23 and returned to LillyCares via fax on 2/9/23. On 2/17 I received an email that they hadnt received anything yet. I called LillyCares on 2/20/23 to follow up and was told they had not received the fax. Ask to check again and gave them the details and wow they found it. Then told the box for injection or pill wasnt checked. I gave them the clinic fax number, called my clinic so they had a heads up and it was to be injectable per my provider. They gave her the form and she reviewed and checked the injections box. The clinic faxed it back within five minutes. On 3/6 I again called to follow up was on hold for 40 minutes and was told AGAIN they hadnt received the form faxed. Gave them exact details successfully sent from the fax machine receipt. Put on hold for 8 minutes while they bundled electronic packet and sent to pharmacy that I should hear from within 72 hours. I ended up calling to follow up. This has been repeated x3 and supposedly expedited each time. As of today I have not heard from their pharmacy to set up delivery details. Emgality was my last resort for my migraines. I am on disability and spent my savings last year trying Emgality because it worked. I no longer have the funds to pay for Emgality and was so hopeful that I could keep up the injections. I had to stop in ******* and am increasingly worse as time passes without Emgality.

  Business Response

  Date: 04/07/2023

  Thank you for reaching out. We checked this customer's file and have confirmed their order has been fulfilled. It was shipped on 3/29/2023. 

• Initial Complaint

  Date:03/21/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to reach the Lilly Care Foundation for my husband's insulin and for the last 4 days i've been on hold for 3 to 4 hours then I get cut off. My husband needs his basaglar, which the Dr increased and he's completely out. They been helping him for the last 2years.Please would you reach out to them so my husband can get his insulin

  Business Response

  Date: 03/28/2023

  Lilly Cares successfully reached this patient on 3/22/23 and went over the missing information in her application. The patient agreed to fax the information so her application can continue to be processed. If there are further help needed, please respond here. Thank you. 

  Customer Answer

  Date: 03/28/2023

  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

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been using Lillycares for Emgality for YEARS without any issue. Fulfillment has always been through Crossroads RX. The only problem I had was a miscommunication and the wrong RX sent over, so I had to make a bunch of calls to update my RX. That was it. It was resolved quickly.This year, the application process took over a month. They kept telling me they hadn't received the fax application from my doctor, when my doctor had received receipts and records of faxes sent.Now they are fulfilling the prescriptions through Labcorp, which is, beyond words, the absolute worst nightmare for prescription fulfillment. They do not answer calls. Ever. No matter what time, time of day, the line stays on hold for hours. They no-showed on delivery 2 days in a row. I'm due to take my prescription tomorrow but I can't get any answers. Lillycares staff say I need to talk to Labcorp, and no matter how much I stress to the staff that nobody at Labcorp answers after being on hold for HOURS, they keep redirecting me to Labcorp. Even Lillycares staff seem unable to reach Labcorp.I've asked to switch back to Crossroads RX and the staff says "We will take a note" but there's nobody to escalate the note to. There's no plans from Lillycares staff to read or take actions on those notes. I will say this - This is INTENTIONAL corporate money-saving procedures. They are trying to save money on the patient assistance programs by making it a nightmare process to navigate. They WANT you to give up or feel frustrated and stop using it. That way they can save money. This is at the cost of patient's livelihoods and quality of lives.

  Business Response

  Date: 03/28/2023

  Thank you for your email. Lilly Cares reviewed the patient's provile and identified that an order was shipped on 3/16, and delivered on 3/17. Lilly Cares completed outreach to the patient and left a voicemail on 3/21. We tried again on 3/22 to determine whether the patient needed a reshipment, and the patient has not called back. We believe that this order was fulfilled per the patient's request on 3/17. 

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been waiting since Nov. 16 for medicine that is vital to my mother's health. She suffers from osteoporosis, in fact the back surgeon said it is the worse case he has ever seen. The doctor said although the medicine is extremely expensive, it is vital to get her on the medicine forteo, as quickly as possible. He said it is the best medicine to build back what back bone she has left and to prevent future fractures. We filled out appropriate forms with **** Cares and have qualified financially. Our doctor has faxed the necessary information to them twice. They were requesting a hard copy of the prescription, which has been done by our doctor. All the necessary paper work is in their hands. I have contacted them many times by phone, most times being put on hold for over an hour and being told there is a backlog and they are getting to it as quickly as possible. My mother needs this medicine desperately. Waiting this long is unacceptable, as we are already in a race for time with her health issues. Sincerely, *************************** ( daughter of ******************, case number ****** )

  Business Response

  Date: 03/28/2023

  Hi ***** - thank you for your email. We reviewed the patient's account on 3/17/23 and needed an insurance clarification and a dated prescription. Lilly Cares completed unsuccessful outreach to both the patient and her healthcare provider on 3/17/23, leaving detailed voicemails for the patient and the healthcare provider on the information needed. We performed a second outreach on 3/20/23 and spoke with the office contact, where we were able to clarify insurance. The contact said that the prescription was faxed on 3/20 however LillyCares has not been able to locate any items and has not received it. We checked the patient's account again on 3/22/23 and we have not received the updated prescription from the healthcare provider's office. Once we have the prescription we will be able to continue processing. 

• Initial Complaint

  Date:03/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was approved by Lilly Cares for Humalog insulin in January 2023. They are now using LabCorp Pharmacy to ship out the insulin. As of today I have not received my insulin. I have made many calls to both Lilly Cares and Labcorp and continue to get no answers as to when my insulin will be shipped. I have not been able to get anyone to call me back for my complaint (manager or supervisor). I don't have the money to buy my insulin and I am running out. Please can you help to get this expedited? Thank you

  Business Response

  Date: 03/22/2023

  Update on 3/17/2023 - Lilly cares has reached out to the patient's healthcare provider for a clarification on the medication, then Lilly Cares will be able to send the medication for fulfillment. If the patient wants to extend this complaint we can provide an update after getting clarification from the provider, but we wanted to provide an update that we are seeking a clarification from the medical provider. 

  Customer Answer

  Date: 03/22/2023

  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,
  
  ***********************
  

• Initial Complaint

  Date:03/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm serving as a patient advocate for my elderly limited income diabetic mother-in-law, ***************************. She faxed her renewal on 2/9/23 for Trulicity. She called Lilly Cares on 2/20/23 and 2/28/23; and then I called (twice) on 3/9/23 to check the status. She has missed 2 doses. We were told on 3/9/23 that they were going to expedite her application that day and she would receive a text message the next day confirming that it'd been processed and ready for the pharmacy to ship. Today is 3/11/23 and she still has not received a text, the business is closed today so we have to wait. My issues:> Application process is inefficient and ineffective. My MIL was at a loss for what to do after MISSING 2 DOSES because she couldn't get answers from Lilly Cares nor could she afford out of pocket. What happens to the patients that don't have help and experience similar issues?!> Application to delivery timelines are lengthy.> ********** are ridiculous. We've had +45 minute wait times each time we've called.> **************** hung up on me on 3/9/23 when they told me to 3-way call her for approval, so I had to call back with another +45 min wait!Requested resolution: Do what we were told on 3/9/23, process her application ASAP so she can receive her much needed medication!!!

  Business Response

  Date: 03/22/2023

  Thank you for reaching out. Lilly Cares completed this patient's enrollment on 3/9/2023, and per our records the shipment was delivered on 3/14/2023. We hope that this solves the patient's issue with enrollment and delivery.

• Initial Complaint

  Date:02/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since December of 2022, I have been trying to renew the delivery of the Trulicity pen from LillyCares Foundation. Myself, and ****************** have been. unable to speak with a representative of LillyCares. They put you on hold for hours. NO ONE PICKS UP THE ****** They send bogus emails requesting signatures (have sent them 9 times) and doctor's ***** (send numerous times). They then send an email saying they have everything and I should hear back within 10 days....it has been almost 4 months. I cannot afford the medication since ******** does not cover this life saving until you satisfy the donut hole of $4,400. Can someone get in touch with these people and get my medication sent. I am at a loss of next steps.

  Business Response

  Date: 03/08/2023

  Thank you for reaching out. As if 3.8.23 Lilly cares received the updated prescription information, and has now submitted to the pharmacy for fulfillment to the patient. 

  Customer Answer

  Date: 03/09/2023

  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.]

  They were provided the prescription authorizations over 8 times, most recently 3 times in the last 72 hours.   You can't discuss this with anyone because no one picks up the phone,    I am on hold for hours.......including my doctor's ****** calling.    The protocols they have in place to serve the customers is not working.   If it wasn't for ******* from LillyCares corporate getting involved, I don't believe anything would have happened.
  
  Regards,
  
  *************************

  
  

  Business Response

  Date: 03/20/2023

  Hi ***** - to be clear was your medicine shipped, or are you still having trouble with the shipment? I see a request that this did not fulfill your need but then the comment says "it would not have been resolved if ******* didn't get involved." If it is not yet resolved I will go back to the team. I have shared your general feedback on service in your initial complaint and in this complaint with the Lilly Cares Foundation. 

  Customer Answer

  Date: 03/24/2023

  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. 

   

   

  I finally received my shipment, but it took almost 4 months.   It wasn't until I called Lilly Foundation (corporate number), that I got a person there to assist me.   She was invaluable.   LillyCares fulfillment issues included being on hold literally for hours; leaving my callback number which calls were never returned.   I left a callback number 8 times; NO ONE PICKS UP THE ***** WHEN YOU CALL; there is no communication between the pharmacy and LillyCares.   No one can help you at the pharmacy.  You are relegated to calling the LillyCares toll free number and then as a patient/subscriber, you are back to square one...where NO ONE PICKS UP THE *****.   There are no fact checks in place to ensure that as a customer we have fulfilled our requirements in the approval process.   I was told multiple (I refiled on 7 occasions) times that my application was not received, yet I would receive a confirmation that it was received; that my physician had not signed the application, yet I was assured that my physician had signed the application.   Once it was signed and faxed for the 7th or 8th time, we were informed that LillyCares does not accept a digital signature from the physician's office and it had to be physically signed and faxed.  My physician's office over a 72 hour period signed and faxed the application 3 or 4 times.    The time spent on this was inexcusable.   The excuse I heard was they are busy in the first quarter of the year.   In my opinion, that is no excuse.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************

  
  

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For several years i have been a patient for several years getting my insulin from them.. They moved me to a new pharmacy labcore that you can not even get through to them i was on hold for 3 hours and nothing yet rx crossroad answer right away ..also can not get through to anyone at lily ******************** lack of insulin can kill someone and labcore and lily ******************** will; be to blame i need my insulin and fyi i liked rx crossroads better

  Business Response

  Date: 03/01/2023

  Thank you for reaching out. We were able to reach the provider after multiple attempts on 2/23 and the prescription was processed. On 3/1/23  - we confirmed delivery 2/28/2023 at 12:46 pm local time.

  Customer Answer

  Date: 03/03/2023

  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

  Date:02/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been receiving Emgality from Lilly Patient Assistance. When I was told that I would need to submit a new application for 2023, I faxed it to Lilly Cares on 10/28/2022. Call from Lilly said the prescription was not correct. 1/20/23 the correct formulation and page 6 was faxed to Lilly Cares. I have called several times only to be on hold for at least ***** minutes. Several times for 1 hour. 2/1/23 Told will have processed, suggested I call in about 10 business days. 2/16/23 told it was being urgently processed. 2/21/23 call from my MDO that they received paperwork to change the prescription for Urocorp. I have not received ANY information about this change or that my information was being sent to Urocorp. I am a Registered Nurse, my understanding is that Urocorp is a laboratory not a pharmacy.

  Business Response

  Date: 02/27/2023

  Thank you for reaching out. Lilly Cares received the forms from provider, completed enrollment and requested expedited order from the pharmacy. Lilly Cares relayed the information to the patient and provided with the pharmacy phone number on 2/24/2027.

  Customer Answer

  Date: 02/28/2023

  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,

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