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Business Profile

Non-Profit Organization

Lilly Cares Foundation, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Non-Profit Organization.

Complaints

Customer Complaints Summary

  • 35 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/12/2023

    Type:Order Issues
    Status:
    Answered
    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.
    During the months of December, 2022 and January 2023, I made calls to Lilly Cares to verify approval of my 2023 eligibility for Lilly Cares. Lilly cares is amazing and I thank them for providing medication assistance. My issue is that hold times are extended during these time periods. They apologize and attempt to refer me to the website, which doesn't have any information on my renewal. On my most recent call, I waited one hour and 5 minutes for a one minute call. The person answered my question efficiently and to my satisfaction and shared that because of renewals and new applications during this time, extended hold times are inevitable. Seems to me that additional staffing should be anticipated based on historical hold times being extended. It would also be helpful if the process of having a signed prescription, rather than electronic could be submitted by my healthcare provider. Finally, it would great to have a secure site to see the status of my renewal, status of prescriptions, shipping dates, contact info for supplier etc.

    Business Response

    Date: 01/13/2023

    Thank you for providing feedback. I have forwarded this feedback on to the Lilly Cares Foundation. 

  • Initial Complaint

    Date:11/23/2022

    Type:Product Issues
    Status:
    Resolved
    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.
    To Whom It May ******** I submitted my yearly renewal for the LillyCares Patient Assistance Program for Taltz and was approved on Mid October ************************************************* September. I tried to contact LabCorp directly for a whole month to refill my Taltz injections without avail. Every time that I call, they mentioned that the LillyCares program sent over the approval for 2022-2023. However, they failed to send over the prescription attached to my application so that I could refill it. I have called 5 times within the past month to the phone number *************** and the representatives tell me that they are unable to resend my prescription to LabCorp. At this time, I am out of my injections and I am supposed to inject myself on Dec 03, 2022 and if I am unable to inject myself, it will hinder my health. At this time, I kindly ask the Lilly Cares Patient Program to ensure that the prescription that my doctor provided to be successfully received to LabCorp so that they can process my medication on-time.

    Business Response

    Date: 11/29/2022

    Thank you for raising the issue. We want to help. The patient's order is scheduled to be delivered on 11/30/22. We attempted to contact the customer via phone to provide a status update on 11/28 but there was no answer or ability to leave a message. We will call again on 11/29 to provide a status update on the anticipated delivery on 11/30/2022.

    Customer Answer

    Date: 11/29/2022

    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,

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

Lilly Cares Foundation, Inc. is NOT a BBB Accredited Business.

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