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:02/20/2023

  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.

  Dear BBB: I have Type 2 Diabetes and have had trouble with blood sugar control. In 2022, my doctor recommended that I use Trulicity, and I began doing this but when my insurance began not paying for it, I was unable to afford it, and after a short and easy application process Lilly Cares began sending me the medication for free. I was very grateful for this. However, after trying to refill my medication in December 2022 and being told I could not via a recorded message (when trying to refill), I called Lilly Cares and was told that I had to re-apply. I did so and sent the completed application to Lilly Cares in January of 2023. My doctor sent a prescription to Lilly Cares via fax on January 15, 2023, and again on February 15, ****. No response has ever been received from Lilly Cares, the prescription has not been filled, and no correspondence has been received from Lilly Cares by me or my doctor. I have spoken to Lilly Cares representatives via phone on multiple occasions, most recently on 2-20-23, and have received various unsatisfactory explanations such as "The prescription needs to be faxed with a "wet" signature by the doctor" (ignores the fact that one cannot fax a wet signature), "we sent the doctor a special Lilly Cares Prescription form" (they did not), "we sent you a letter explaining how the prescription needs to be written", (nothing was ever received), and many more implausible and conflicting excuses. Each time I called Lilly Cares the wait to speak to a representative was at least 1.5 hours and sometimes more. I am sorry to say that I am now of the belief that Lilly Cares either will not or cannot provide this medication to me, and I wish they would simply say so and why. conversely, if this is just the result of an inadvertent error(s), I would be very grateful to receive the medication as I cannot afford to buy it, and I will likely become very sick without it.I need the help of the BBB to clarify and resolve this situation.

  Business Response

  Date: 02/27/2023

  Thank you for reaching out to us. We have confirmed that the patient's requested medications shipped today (2/27/2023). 

  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. However, pharmacy telephone wait times remain unreasonably long with hold times greater than 2 hours.
  
  
  

  Regards,

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

• Initial Complaint

  Date:02/20/2023

  Type:Customer Service 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 called customer service and I chose option 2, but I was never transferred. I want to know when I will receive my Humulin-R shipment, but I can't get a hold of anyone. There is not a chat option.

  Business Response

  Date: 02/27/2023

  Thank you for reaching out. The customer's requested medication was shipped on 2/21/2023.

• Initial Complaint

  Date:02/15/2023

  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 am having a major problem with Lilly Cares. The patient assistance program for Lilly Pharmaceuticals. I have been trying for more than a month to get a ship date for my insulins, ******* and Trulicity. Lilly Cares has all of my correct up to date on the application. They also have all of the information they need from my doctor. They keep telling me that it is in process but they cant give me a ship date. They also have told me several times that the order has been expedited.I have gotten my insulins from Lilly Cares for many years with no problems I called again today and explained the problem again. This rep named **** told me to call my doctor. I asked what I am supposed to say to my doctor and once again, he told me to call my doctor. All together, he told me four times to call my doctor. That was his only response. I called my doctor and explained the situation to them. They are unable to help me any further in this matter.The problem is with Lilly Cares or more to this point. Lilly DOES NOT CARE! I require Humalog and to a lesser extent, ********* to live. That makes this a life or death situation, I am very frustrated and angry that Lilly Cares is playing with my life! I need someone that can help me to contact me as soon as possible. This is a very serious, life or death matter!

  Business Response

  Date: 02/20/2023

  Thank you for reaching out. We confirmed that the patient was enrolled on 2/16/2023, and the shipment request has been sent to the pharmacy. We left a message with an update for this patient. They should receive their shipment soon. 

  Customer Answer

  Date: 02/21/2023

  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 have contacted Lab Cprp, the pharmacy that is supposed to distribute the medicines. They tell me that I should hear from them early this week to schedule the shipment. I have waited and still have not heard back from ********* I will call again tomorrow and wait for at least another hour on hold before getting another run around.

   

  I am going to die very soon if I do not get my insulins. I have already cut my dosage by more than 75% just to make sure I have enough to get through the next few days. Beyond that I will have no insulin at all! The Lilly ************* patient assistance program and ******** will be the ones that lead to my impending death! Is there any help for me? I hope so but do not see it.

   

  I will take this matter to any extreme necessary to get it resolved!

   

  I am very angry and do not accept this lame response1 BBB please help me!

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

  
  

  Business Response

  Date: 02/23/2023

  Thank you for reaching back out. The patient wrote back on 2/21; our records now reflect that in between the time this patient responded, the patient's medication was delivered on 2/22/2023 via ***** #************.

• Initial Complaint

  Date:02/15/2023

  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.

  This is my second day trying to make contact with LillyCares by phone because the Rx Crossroads pharmacy is informing me that refill of my prescription Trulity requires me to be re enrolled which I completed before November 14, 2022. I contacted & re enrolled on the phone. I was told that re enrollment was approved. But, now I am not. Can you assist me before my diabetic medication will be out? I am seeking delivery of the medication to my home soon.

  Business Response

  Date: 02/27/2023

  Thank you for reaching out. Lilly cares completed a successful outreach to the patient and she is changing physicians most likely will have the application completed on Monday 2/27 and fax to us, Lilly Cares will follow up on Tuesday 2/28 to ensure enrollment.

• Initial Complaint

  Date:02/08/2023

  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.

  My ************** has sent their part of the paperwork and all required documentation. Not one time but two times and they still say they have not received it. They have messaged me stating they are waiting on my **************. Have tried calling them but they dont answer for hours. And all I keep hearing is waiting on Doctor.

  Business Response

  Date: 02/16/2023

  Thank you for reaching out. This patient's product was delivered on 2/14/2023 at 11:58 am per our records. This should resolve the patient's issue.

  Customer Answer

  Date: 02/16/2023

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

  Hello

  I am concerned why the company has been still sending messages through their website saying that the Doctor has not responded or filled out and returned paperwork. Yes the medication was delivered on stated date but they message me about paperwork not being received is concerning that something is wrong on their end. And I was not even aware that they were shipping out any medication in the first place. 

  
  

• Initial Complaint

  Date:02/06/2023

  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.

  Lilly cares has been so lifesaving with their program for the last two years. I reapplied in Octoberfor2023 and was issued verbal approval for Humotrope injections, we are now 6 weeks into the year and no meds yet. Calls go to hold for one-two hours until I give up. This medicine keeps me functioning and is unappordable without this program. There seems no way to reach them.

  Business Response

  Date: 02/15/2023

  Thank you for reaching out. Lilly Cares made contact with this customer on 2/13/23 to check on the status of their medication. We spoke with the patient's spouse who confirmed that they received the medication last week. 

  Customer Answer

  Date: 02/16/2023

  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,

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

   

  i did receive the medication and follow up call.  My ongoing concern is that they find a way to address the backlog and wait times or assist people in reach them in a reasonable wait.

   

  the outreach contact wAs very kind and respectful.

• Initial Complaint

  Date:01/30/2023

  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.

  The Lilly Cares Program is a complete disaster. Our Health Provider Forms have been faxed multiple times and they cannot find them. The wait time is over 1.5 hours for medication that people need to survive. There has to be a better way. Very sad.

  Business Response

  Date: 02/13/2023

  We have reached out to this customer via the number provided. We called on 2/6/2023 with no pickup from the customer. Her voicemail inbox was full, and we were unable to leave a message to resolve her application. We tried again on 2/9/2023, someone answered but then disconnected while we introduced our purpose. 

• Initial Complaint

  Date:01/27/2023

  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.

  I applied for Lilly Assistance with my prescription for Cymbalta in December, 2022. I filled the application completely on line and qualify as my annual income is $22,600 and I have ******** and no supplemental insurance. The website indicated I would be contacted by mail to indicate if I was accepted into the program. My physician/prescriber have called and faxed daily for almost two months now and cannot get an answer.. The phone number is busy 24 hours a day and you just wait on line for a Representative to assist you, I have waited on line 5=6 hours and no one comes on the line. The message indicates they are very busy, but there should be some way to communicate with a Representative. My physician/prescriber has spent hours trying to get though to someone at Lilly for almost 60 days now. I would appreciate any assistance greatly. I am on disability and cannot afford medication. Thank you for your help.

  Business Response

  Date: 02/13/2023

  Thank you for reaching out. Our records indicate between this complaint date and now, that this order was successfully delivered on 2/9/2023 via ***** order #************. We have resolved this customer's issue. 

  Customer Answer

  Date: 02/13/2023

  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,

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

  i have received the requested prescription assistance from Lilly Company. I appreciate your assistance and am grateful.

  Thank you for your help. It means the world to me and I appreciate it.

• Initial Complaint

  Date:01/14/2023

  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.

  I have received free medication through the Lilly Cares Program since May 2016. December 2022, my doctor's ****** faxed over all required forms, along with a valid prescription. I included a copy of my SSA-**** form because I was not able to access my 2021 tax return at that time. The problem? Usually by now, Lilly Cares has texted me and advised me that I am approved for 2022, but this year is very different. For approx. the last 30-days, the Foundation's phone system has been "broken", with no one ever answering the calls! Jan 6, 2022, I was on hold for 5.5-6 hours, with no one answering the calls. It states that Lilly Cares is "diligently" working to fix the phone problem, but for the last 30-days? It doesn't take that long to fix a phone system. Spoke with Rod at Lilly Answers on 1/11/23, and he documented all my concerns. In the meantime, I sent my 2021 tax return through the Lilly Cares Portal. Now Lilly Cares keeps sending messages to my doctor to fill out "his portion" of the application. Guess what? The forms were completed by my doctor and myself in December 2022 and faxed before they decided not to fix their phone problems. Tried to call LabCorp, who is the pharmacy that fills my RX, but their phone system must be tied into Lilly Cares because they do not answer the phone either. Is this a proper way to run a business/foundation? Here is a confirmation # for the submission of my 2021 tax return: WEB218445. Rod at Lilly Answers assured me that Lilly Cares would stop sending forms to my doctor's ******, stating that nothing has been filled out, but Lilly Cares sent another message to my doctor on 1/13/23!

  Business Response

  Date: 01/20/2023

  Lilly Cares reached out to the patient on 1/18 and left a voicemail message. Lilly Cares also contacted the healthcare provider's office on 1/19 to request missing information needed to complete the re-enrollment process. The office agreed to submit the missing information. Lilly Cares will continue to follow this case until this patient is fully re-enrolled.

  Customer Answer

  Date: 01/23/2023

  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. 
  

  I sent ******* at the BBB an email stating that I had reached Lilly Cares last week after being on hold fir 2.,5-hours, which is still an unacceptable hold time, especially when someone is ill!
  
  

  Regards,

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

• Initial Complaint

  Date:01/12/2023

  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.

  For the past 2 months *************** have been trying to get my Taltz renewed. It was approved multiple times and they sent me one injection pen when I was suppose to recieve 2 injection pens.We tried to fix this error and get another pen delivered but needed approval again and it did get approved. Scheduled a delivery for my injection pen for the following week, but it got canceled. They said it had to be approved again. We went through this for 2 whole months. Scheduling deliveries and always being canceled for the same reason. After being on the phone for an hour or more for each phone call, we have decided that this business does not know what they are doing and now transferring to another product that will help me get better and care for my needs. ***** did work for me until they messed up on my prescription. Very disappointed.

  Business Response

  Date: 01/13/2023

  Thank you for sharing your feedback. We have passed this feedback on to the Lilly Cares Foundation.