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:07/18/2022

  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 been on Dupixant, one of Sanofi's biologic medications for nearly 2 yrs. It is administrated in part by both Sanofi's Dupixant My Way Program, a patient contact program which offers support, education, and access to financial assistance in obtaining the medication (important given that the list price of the med is upwards of $60k/yr).Do to a change in insurance and their copay program I needed to apply for their assistance program. My dr filled out the needed paperwork and sent it to them on JUNE 14th 2022. At that point I was due for my next dose in one week. He did **** the paper that I would need an emergency fill until the process could be completed. I called the program to see what I needed to do in order to ensure that I did not have a large gap in my medication. I was told that It typically takes 1-2 weeks to process, that they would escalate my file, and we discussed possible reasons for delay. I offered to preemptively upload income verification, which is not needed in all cases, in order to minimize delays. This was done. I was not contacted again by Dupixant MY Way. I called them a week later and was told no one had even looked at my file but that they would escalate it yet again. Again no one contacted me so I called them back, at this point overdue for my medication (which causes me to retain fluid in a potentially life threatening way, and requires me to take extra diuretics to counter that). I made them aware of the difficulties I face in not getting the medication, as far as health, they offered to have a manager call me-- none ever did. They escalated it again. After no word for another week I called and they stated that my insurance would not verify something for them. I called my insurance, who called them and we had a 3way call re: what My Way needed. At this stage they stated they had everything they needed except for an RX with a date on it, I had my dr send one immediately. This was last Tues 7/12/22. As of today's call no resolution.

  Customer Answer

  Date: 07/29/2022

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  
  Regards,
  
  
  Echo *******