We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Pharmaceutical Manufacturer

Merck & Co. Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pharmaceutical Manufacturer.

Complaints

This profile includes complaints for Merck & Co. Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Merck & Co. Inc. has 12 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 84 total complaints in the last 3 years.
    • 9 complaints 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/22/2025

      Type:Customer Service 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.
      There is no way to cancel and remove my personal information from the website. They lost my pets profile and chip number this time and gave it to a cat lady previously. Still not registered just want my information deleted

      Business Response

      Date: 03/29/2025

      Thank you for contacting HomeAgain!

      Recently you requested that your pet owner information be removed from the HomeAgain Database. We do show one pet enrolled with your name as the owner.

      Once your information is removed, if your pet should be found, we will not be able to contact you to reunite you with your pet. Your Pet's information will remain in the database without a listed owner.

      As a reminder:
      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 optional and renewably annually and provides:
      Access to our Lost Pet Specialists
      Ability to create and distribute Lost Pet Alerts and Personalized Lost Pet Posters
      Access to our Medical Hotline
      Travel assistance for found pets


      To proceed with complete deletion of your information, please call us at ************** (toll free in the **) and select option 3
      It will take up to 30 days for the process to be completed
      Warmest Wags,


      The HomeAgain Team
      888-HomeAgain (466-3242)

    • Initial Complaint

      Date:01/22/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 pet's policy (**** ****) expired in December. I was told they had my credit card on file. I was then told then didn't have my credit card on file. On 6 occassions I told them I did not want my credit card on file that I would pay with a check. I was told a bill would be mailed out. I was told they did not mail bills. I sent a check without the bill in December and they cancelled the policy. I was told I have on my account not to contact me (not an option no idea where this is coming from) and altough they respond to my emails with a case number they can't respond because I was told not to contact me. I have spent at least 5 hours on a $35 annual enrollment fee. I have recd no calls and no emails resolving this lapse of coverage. They are forcing companies to use a credit card.

    • Initial Complaint

      Date:01/15/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 1 year 7 month old cat had an adverse vaccination reaction to Mercks Distemper Vaccination. My cat got gravely sick. My cat almost died. My cat was sick for 4 weeks. I reported the adverse vaccination reaction to Merck and asked Merck to reimburse me for my cats veterinarian bills for treatment. Even after all of the veterinarians proof, Merck refused.

    • Initial Complaint

      Date:12/06/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 purchased ******** and Sentinel which are under the Merck umbrella of pet products. I was enticed to purchase these products as Merck was offering a substantial rebate. Merck denied my claim for a rebate stating that I did not purchase the products from my Vet. I discovered that hidden on another website page in fine print the disclaimer which Merck used to deny my rebate. This is no way to do business. Hiding in the fine print in an obscure place is unethical. Furthermore, **** charge full price on these products where other authorized outlets discount the products. These outlets are not approved for the rebate. This is a surreptitious form of price fixing.

    • Initial Complaint

      Date:09/13/2024

      Type:Order Issues
      Status:
      Unanswered
      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.
      Here's my problem. My 94-year old father has COVID. We used your Molnupiravir drug last year when he had COVID (after all of his shots) and it was covered by his insurance. We pay $384/month for supplemental insurance in addition to ********. Suddenly in this political enivornment, insurance no longer covers it. So because you and all of the drug companies are at war reaping huge $$$$, they want us to pay $1400 to get this drug now. Or they say you can take Paxlovid for free which would kill him with his drug interactions. So did ****** win the battle? This is what is wrong with our world. It's not about people or health. It's about the dollar. But if we did not have insurance, it would be free. How would you feel if this was your father and you have to watch him suffer because the greedy drug companies want to make money and create monopolies? I certainly hope we can elect someone who will put a stop to this political nightmare they are calling healthcare. I'm appalled. This is America ... or is it?

    • Initial Complaint

      Date:09/07/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Merck and co lied about the side effects of ********* and as a result people might have permanent brain damage

    • Initial Complaint

      Date:08/17/2024

      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.
      I sent a check to renew my policy for the year for my cat.They had an unauthorized debit card on file that I did not Agreed to and they removed the payment from my debit card after they cashed the check for the renewal.They charge me twice and told me it will be a 45 day. Wait to get my money back. I waited the 45 days. Then they told me they need documentation from my bank to confirm that it was paid twice. I sent everything in and I am not getting a response to find out if I have to wait another 45 days which I do not Think I should do. This is my money that they took out. Wrongfully charged me twice and when I spoke with a supervisor, she just spoke over me and would not allow me to talk.They wrongfully charged me twice and Im not reimbursing me

      Business Response

      Date: 08/21/2024

      The customer agreed to auto-renew annually when they renewed their membership last year. They then also mailed in a payment, now paying twice. We are processing the refund to the credit card. the process takes up to 45 days to show on their account. We have no control on the processing period.

      Customer Answer

      Date: 08/21/2024


      Complaint: 22156690

      I am rejecting this response because:

      This occurred July 3,2024

      thy told me 45 days from then. Then in august I received an email stating my refund was in process. But scrolled down to bottom page the requested my sending proof from my bank of overpayment. I did this. No respond from them after a second email asking them to confirm receiving documentation. No response again. So now they want me to wait another 45 days for MY MONEY!! THEIR ERROR?!??

      this is unacceptable!

      terrible practice!

      Regards,

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

      Business Response

      Date: 09/03/2024

      Hi ******

      As we let you know on 8/22/2024, HomeAgain processed the refund successfully on 8/20/2024. HomeAgain has no control on how long it will take your credit card company or bank to process the transaction on their side.

      Thank you

      The HomeAgain Team

      Customer Answer

      Date: 09/03/2024

      [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

      Date:07/07/2024

      Type:Service or Repair 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.
      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

      Date: 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 Answer

      Date: 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

      Date: 07/08/2024

      The transfer to you has been submitted - you should get an update in the next 2 weeks

      Customer Answer

      Date: 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

      Date:05/07/2024

      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.
      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

      Date: 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 pets

    • Initial Complaint

      Date:04/21/2024

      Type:Delivery 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.
      I did nor order this service

      Business Response

      Date: 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 Answer

      Date: 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

      Date: 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

    Merck & Co. Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.