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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

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

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/19/2024

      Type:Billing 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.
      This company started emailing me out of the blue, knowing my name and email, and telling me about my account with them for a pet I do not have. As of today, I have asked them four times to remove my information, as I have never used their services and they do not have my permission to use my information or contact me. I am absolutely fed up. I do not know how they got my information or who created an account with it, but they will not remove my account or leave me alone.

      Business Response

      Date: 04/30/2024

      Dear *****************

      Petworks Animal Services enrolled a pet named Sleepy to you as a new pet owner on 2/20/2024. Their phone number is **************, if you would like to know why they did so.

      We have updated our records and removed you as the pet owner.

      If you have further questions, please feel free to reach out.

      Thank you

      The HomeAgain Team

      Customer Answer

      Date: 04/30/2024

      [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:04/13/2024

      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.
      Bought pet microchip , reported stolen dog a few years later, they have my dog to the third and allowed them to transfer ownership to themselves while I had pet and chip flagged for stolen animal. The only service they provide, they did the opposite.

      Business Response

      Date: 04/24/2024

      Hi ***************, 

      We show the following on your account
        Transfer of microchip information request 4/19/2023.
        We sent an email to ******************** on 4/19/2023, 4/23/2023, 4/25/2023 we did not receive a response from you
        We called ************ on 4/25/2023 and 4/26/2023 the phone was not answered, and we were not able to leave a voicemail due to the voicemail being full

      We moved forward on the transfer of microchip information on 4/27/2023 since we could not reach you after 5 attempts

      On 11/26/2023 we show you logged into the HomeAgain member portal and updated your email address from ******************** to your current email address.

      It is unfortunate that you feel we did not act as we should as we did our best to reach you.
      The HomeAgain Team

    • Initial Complaint

      Date:03/28/2024

      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 submitted a rebate for 2 medications for my dogs. Never received the rebate. Called the company to reissue the care and they said the card has expired. They refused to re-issued the rebate because it was beyond 6 months. How can I use a card i never received? I want my rebate. .

    • Initial Complaint

      Date:02/21/2024

      Type:Product 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 received a rebate of $12 via promo MasterCard not realizing it had an expiration date of 01/24 basically just a few weeks ago. I called the promo card issuing company and I was told to call Merck *************) because funds were returned to them, but when I called Merck they said they couldnt reissue my credit although I explained the card had just expired not even a month ago. It being today is O2/20/24.. The rebate was for a year supply of Tri-heart chewable tablets for my dog. What I dont understand is if they received my funds back because I never used the card and I explained that I did not realize the card had an expiration date & since it was never used Why couldnt they re-issue a credit of some sort for my rebate. I simply want My rebate reissued, even if by check. They basically have my funds. Can you please help me get my $12. I even explained to Merck that ive been buying their product for my dog for years and am a loyal customer of their product.

    • Initial Complaint

      Date:02/11/2024

      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.
      Hello,I'm not sure of the exact date this happened. Only ******** technical folks will know. I run a small rescue and have ******** registered with Homeagain. I have been using them for over 10 years. I spent a great deal of time and effort uploading pictures of each and every cat registered with Homeagain. I logged into my account and all the pictures are gone. I have no way to go back 10 years and find all of that picture data to reload. No response from Homeagain, and it is impossible to get to talk to a "real" person about problems like this. It leaves rescues like mine in limbo. This is not good business and I feel someone at the company should know about this and do something to help. I'm sure I'm not the only person this has happened to. It's shameful. What did I pay for? And why are ******** chips used by shelter veterinarians when it clearly doesn't care about the data we rescues take the time to upload?

      Business Response

      Date: 02/13/2024

      Hi *****,

      The HomeAgain database was created for pets to be enrolled to the pet owner. In May of 2022 a new website and pet owner portal was launched. With our database being built for pet owners, it was based on the maximum # of pets being 10, accounts with over 10 pets experienced an issue with pictures transferring over.

      So that we *** update your account, and send you a list of all enrolled pets, please provide us with the following:

       Rescue's name, address, phone # and email as shown on the 501c3 documentation

      Any variations of the Rescue's name, phone or email that *** have been created (typically these are in error and caused additional accounts)
      Any individual names that *** have been listed as a primary contact
      Once received, your account will be updated to match the 501c3 documentation and all associated pets will be placed into one account. A list of all the pets enrolled into the account will then be provided and we would be happy to work with you to simplify the transfer process to the new pet owners.

      I have also sent the above information to the email listed on your account

    • Initial Complaint

      Date:11/30/2023

      Type:Product 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.
      ************** passed away earlier this year and HomeAgain refuses to refund my subscription. How heartless for a company that's supposed to care about pets and their owners to be rude.

      Business Response

      Date: 12/11/2023

      We have reached out to the Pet Parent to advise we've put in a request for a refund.  

    • Initial Complaint

      Date:10/28/2023

      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.
      My parents got a dog in 2020 and in November 2020 the dog was fixed and received a Home Again XS ***** kHz Microchip designed and manufactured by ************************************ a subsidiary of *********** Inc.Both of my parents are now deceased and I have the dog. I have tried with no success to transfer the ownership. Nobody answers phones, I have left so many messages that I have lost count. Nobody has ever called or emailed me. I have sent two emails and received 2 case numbers: #******** and #********, and nothing else. I have tried 2 separate days for over an hour each day to transfer the ownership and the website claims the chip number does not exist and informs me to call! Why should I waste my time calling when you don't even pick up the phone?!?!You sold an expensive worthless chip knowing full well the dog would never be identified if she had been stolen because you have no such number or record in your system. Since your staff refuse to answer the phones and return calls, I expect the **** or whoever owns this unreputable business to contact me to apologize, take the time to get the information to transfer ownership, and make the chip number exist. For almost 3 years my dog has had this chip and we never knew the number on the chip is non-existent.If this happened to us, how many others have been defrauded? I am asking for whatever government agency actually even cares about this happening to elderly consumers, to investigate and force the company to activate all those numbers and pay back to the consumers a portion of the money defrauded for the time the chip was not active. This is unacceptable and inexcusable, and I want it fixed/resolved now. This company ios not going to endanger my dog anymore!

      Business Response

      Date: 10/30/2023

      We spoke to Pet Parent & were able to assist in their requests.

      Customer Answer

      Date: 10/30/2023

      [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,

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

      Thank you to both BBB and ****** with Home Again in resolving this.

      **************, Pet Parent

      Monday October 30, 2023

      3:29 PM

    • Initial Complaint

      Date:09/29/2023

      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.
      On 9/27/23 I renewed my membership for my dogs id. They ended up taking the $24.99 fee out twice of my checking account. I called numerous times a left messages after holding on the phone for 10 minutes or so. I also sent 2 messages through their website form. No one responds. I would like a refund of the $24.99.

      Business Response

      Date: 10/10/2023

       A refund was requested on 10.1.2023.  We sent the pet parent an email advising. We also adjusted the Subscription on the pet parents account as well.

      Customer Answer

      Date: 10/10/2023

      [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:09/15/2023

      Type:Service or Repair 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.
      Need my dog registered she was microchipped in a veterinary hospital with your company

      Business Response

      Date: 09/17/2023

      We spoke with the Pet Parent on 9.16.2023 & assisted with her pet.

      Customer Answer

      Date: 09/17/2023

      [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:08/02/2023

      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 renewed my cats chip membership June 6, 2023 through June 6, ****. Cat was battling lymphoma the past 3 years and the last 3 months were draining this poor seniors bank account to keep up with her increasing medical care/costs. She lost her fight on July 17, 2023. I contacted Home Again by phone on July 18th to inform them of her passing & since no live agent picked up the call, I left a detailed message as requested indicating my name, her name, chip *********** phone number to receive confirmation and process a refund. When there was no response, I sent an email to their customer service account ********************** providing all necessary info to process this and issue a refund. *** tried calling a few times since but keep being left on hold with no live agent to receive the call and after about 10 minutes, am dumped into voice mail. I hung up at that point, but today (8/2/23), I tried early this morning and again was on hold then transferred to voice mail. This time I did leave another message but doubt I will ever hear from them without your help. It is enough dealing with the grief of her loss - I am a senior living alone and she was my housemate for 13 years - but the lack of compassion and virtually no response to my calls and e-mail from this organization are telling me to be grateful I never had to take advantage of their recovery process. While $24.99 isnt a huge sum, I had used every available bit of discretionary income on my fixed income to keep her alive and could use a refund of the 11 months fees she will not be here to benefit from.Anything you can do to resolve this quickly will be greatly appreciated. In case you need it, below is the info on file for my cat:Pet Name ******************************* Microchip ID *************** Membership Expiration 6/6/**** Annual Membership $24.99 Please let me know if you need anything further.Thank you in advance,*********************************

      Business Response

      Date: 08/02/2023

      We left a VM for Pet Parent to advise refund is being processed via check and mailed.

      Customer Answer

      Date: 08/11/2023

      [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 received the response made by the business in reference to complaint ID ********.  Via email on 8/3/23 they indicated a check was being processed for refund.   This resolution is satisfactory to me, provided I receive the refund within 2 weeks as of the date of this posting (8/11/23).  If I havent received it by 8/25, I will reopen this complaint.

      Thank you for your help in this matter.

      Regards,

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

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

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