Business Profile

Pharmaceutical Manufacturer

Merck & Co. Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

82 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.

Initial Complaint
Date:07/31/2023
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.
Based on my review of other complaints, BBB seems to be the only avenue through which a response from HomeAgain can be obtained. I purchased a chip for my pet and received the HomeAgain card with my chip number. However, the chip number provided will not allow me to enroll my pet through the HomeAgain website. I will be leaving town in 2 days and need to resolve this issue prior to departure. I have called HomeAgain and left voicemails with the requested information 3 times. Like other reviews have stated, during each call, I am forced to hold for roughly 8 minutes before being transferred to the company's voicemail. In addition, I emailed the company regarding my issue. While I did receive an email response after several days, the response failed to answer my question (i.e., HomeAgain explained how to set up a customer profile, not how to enroll my pet).
Business Response
Date: 08/01/2023
We spoke with Pet Parent today & assisted with their request.
Initial Complaint
Date:07/18/2023
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 adopted cats pre-microchipped with HomeAgain. I didn't receive the numbers until recently, after I moved to a different state they were microchipped in. When I go to register them, it returns an error saying I need to call to get them registered. Everytime I call, I'm on hold and then get the message "no one is available, please leave a message". However, I've never been contacted again by the company to get the resolution via email nor phone. There is no way for me to register them and renders the microchips completely useless. Let alone if they were lost, they would be sent back to the original state I adopted them from because that's the last information stored, according to my vet. The HomeAgain site claims to have 24/7 customer service representatives, when in fact they have never answered a call or been reachable.
Business Response
Date: 07/19/2023
We spoke with Pet Parent directly & assisted with their issue.
Customer Answer
Date: 07/19/2023
[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:06/21/2023
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.
June 20 2023 *********** Home Alone took two payments out of my account. I've try calling them for the last few days. I've left message and they never got back to me. All I want is for them to put the money back into my account. I've called my bank. I was told to file a complaint about what was did. I don't have any support document.
Business Response
Date: 06/21/2023
We received a VM yesterday 6.20.2023 & one today 6.21.2023. We processed the refund today 6.21.2023.
Customer Answer
Date: 06/23/2023
[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.
From: *********************** <**********************>
Sent: Friday, June 23, 2023 8:00 AM
To: ******************************* <************************************************>
Subject: Re: FW:

Okay how do I accept them! I try using the code and it won't let me in . Please let me know. Thank you

Regards,

***********************
Customer Answer
Date: 06/27/2023

Complaint: 20215417

I am rejecting this response because:

From: *********************** <**********************>
Sent: Sunday, June 25, 2023 10:09 AM
To: ******************************* <************************************************>
Subject: Re: FW:

I thought they would refund all the money , They still owe me $ *****. I do not trust the company anymore. They renew it without my permission. I talked to someone about this before about just sending me a e-mail.. I just want the rest of my money back.

Regards,

***********************
Business Response
Date: 06/27/2023
We refunded her the double charge as per Pet Parent VM's. We have now refunded the other charge, updated the account and sent out the email to the Pet Parent.
Customer Answer
Date: 06/29/2023
[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.
From: *********************** <**********************>
Sent: Thursday, June 29, 2023 8:31 AM
To: ******************************* <************************************************>
Subject: Re: FW:

I just wanted to let you know HomeAgain returned $ ***** to my account. I'm not going to fight over $ **** You can close the case. Thank you for your help.

Regards,

***********************
Initial Complaint
Date:06/14/2023
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.
This company is unreachable. I have emailed them only to be told to call them. I called and after on hold for 11 minutes was told to leave detailed message, which I did. After over a week I had not heard back. I called again, waited 10 minutes and got disconnected. I called another time with same results. Then another call waiting 8 minutes I got a message saying to leave a message. I need support for their product and it is virtually impossible.
Business Response
Date: 06/15/2023
We spoke with Pet Parent & initiated transfer for them. They have been contacted & issue resolved.
Customer Answer
Date: 06/15/2023
[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:
Apparently this is a busy season for the business. That does not excuse the difficulty in communicating with them as their email and phone contact system still disconnects callers and also takes 8+ minutes on hold each time a call is placed. With no indication of a time frame for a call back.
By going through BBB, I did receive a call back and my issue was resolved.
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:06/02/2023
Type:Product 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 had my Dog Chipped at ************ ****** Valley Animal Services. They Use Chips for the outfit Home Again, Dog and Cat recovery service. I have tried on multiple occasions to register my Chip using the Web sight or online Services. My Chip Comes up invalid. I have contacted them multiple times, via the telephone and Chat option for the business. It is very hard to reach someone by telephone as nobody ever answers and you can remain on hold in excess of 30 minutes, they you will get a voicemail telling you they are experiencing heavy call volume and to leave a message and they will call you back. I have done this, they don't call back. I did get a response to one email and they said they would look into it and have it fixed in a few days, that never happened. I did go on line and check other reviews and it appears these guys are kind of a sham, horrible reviews. I would like for my dogs chip to work, if that cant happen I would like a refund for what I paid to have the chip put in and replace it with a chip for a more reputable company.
Business Response
Date: 06/13/2023
Spoke with pet parent yesterday 6.12.2023 & resolved.
Customer Answer
Date: 06/14/2023
[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:05/31/2023
Type:Product 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 adopted 3 cats from the ************** on March 23, 2023. I paid $15 each for them to be microchipped. The ************** uses HomeAgain. I was only able to register one of the cats. Their **************** is unresponsive; the email box is always full, I've called 4 times and been put on hold for over 40 minutes each time. When I finally spoke to someone at the end of April 2023, he told me my records would be consolidated soon. I posted my experience on ******** after again waiting a week for the account to be updated. My post was deleted and I received this email on May 11, 2023:"Thank you for your patience as we work to consolidate your accounts, the enhancement is taking longer than anticipated.We appreciate your support as we work through this process.As soon as the process is complete, you will be updated.Again, thank you Warmest Wags,The HomeAgain Team 888-HomeAgain (466-3242)--------------- Original Message --------------- May 3, 2023 Hello,I adopted 3 cats from the ***************************** in ********************. All 3 were microchipped.I received a letter from you asking me to complete the registration for only one, 985141005526700.When I went to your site to do that, it couldnt find a match. It also couldnt find a match for 9851400569326.It did, however, match ***************, so I registered that one.I then called your customer support. After being on hold for over 40 minutes, someone finally picked up. He told me it was because those missing two were registered under a different email address. That doesnt make sense to me, since the search term is the microchip number. He proceeded to register the other two cats under this one cat! I dont even know what that means but he assured me that when I logged in I would see all three cats.I do not!
Business Response
Date: 06/02/2023
VM was left for pet parent to advise on issue with combining accounts but that there is a resolve coming soon in the system.
Customer Answer
Date: 06/02/2023

Complaint: 20125058

I am rejecting this response because:
It is the same response they have given me before, that there is a technical problem, but there is no progress. They assured me in the ** that they left me in response to your contacting them that my pets were registered. He recited all the correct information so I know they have it. When I go to their site and enter the two missing microchip numbers, their system can't find them. I'm not sure what good being registered does if they can't find the information. If my pets are lost and someone scans their chips, how will they find me? I'm sure I don't have all the facts of their technical issues but the explanation given doesn't make any sense to me. There is a problem, I paid for something that I'm not getting, they need to fix it in a timely fashion.

Regards,

*****************************
Business Response
Date: 06/06/2023
We spoke with Pet Parent today 6.6.2023 and believe this issue is now resolved.
Customer Answer
Date: 06/06/2023
[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 although there is no resolution at this time, I understand the problem and am willing to wait for a satisfactory resolution.

Regards,

*****************************
Initial Complaint
Date:05/22/2023
Type:Customer Service Issues
Status:
UnresolvedMore 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.
At the time of my youngest pets neuter procedure in July 2022, I had him microchipped through HomeAgain, as this is the company my veterinary office uses. HomeAgain input my pet incorrectly, resulting in a duplicate account made that I cannot (and have not been able to) access with my pet placed on it. With the first of many phone calls (and emails) to resolve the solution back in September of 2022, customer service informed me when searching the microchip number all that appears is my name, no contact information, and that my enrollment fee had not been received. I paid over the phone to cover the fee, and CS said they would merge the two accounts together and my pet should show up on the original account in an unspecified amount of time (apparently CS can only submit a request for this and is not able to fix the issue themselves). Routinely checking even to this day, multiple phone calls and emails that have gone unanswered nearly a year later, my pet is still not on my account. When I traveled overseas, if my pet was lost, there was no way for my pet to be identified and returned to me. This does not instill faith in me in this business that if any of my microchipped pets were to be lost, that the company would provide acceptable customer service.
Business Response
Date: 05/23/2023
We are reaching out to customer to advise/update account.
Customer Answer
Date: 05/29/2023

Complaint: 20092287

I am rejecting this response because:

I received a phone voicemail during work hours which I was unable to answer, in which it stated they are working on consolidating my account. In the message, they stated I could email customer service and provide an additional email address to access the duplicate account. I also received an email asking to provide times where I am reachable by phone. Upon responding to the email with times I am available, and providing an additional email address, my email was marked undeliverable because HomeAgain's email inbox is "full". Calling customer service yields no answer and I am directed to leave a voice message. Again, stuck in the exact same spot I was before in attempt to have this resolved.

Regards,

***************************
Initial Complaint
Date:05/22/2023
Type:Product 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 an account with ************************** for two pets. A third pet was microchipped in late March. Since 4/17/23, I've been trying to register the new pets chip. I consistently receive messages on site the chip can't be found. I've tried numerous times to contact HomeAgain by phone, email, letter. Only one time, on 4/27, did anyone ever pick up the phone to tell me, wrongfully, there were two accounts that needed to be merged, I would receive an email from a supervisor in 48-hours that the merge occurred & I could then enter the microchip. I never received an email from a supervisor and again no one is picking up the phone, answering emails nor have any of my letters been answered. I even contacted the vet service to make sure everything was correct on their end. As of today, 5/22/23, I still get the same message when trying to register the microchip & no one answers the phone. Ive paid for a service I cant access & want to get my new pet registered in case something happens to her.
Business Response
Date: 06/03/2023
We have called the customer & left voice mail messages 3 times as well sent 2 emails. We are waiting for a response.
Customer Answer
Date: 06/05/2023

Complaint: 20088707

I am rejecting this response because:
When I try returning the calls, still no one ever picks up the phone. I've tried emailing twice: the first one went through with a time to call me and the second email was sent back with a message 'the recipients mail box is full'. Of the emails and voice messages I received from them, all but the last voice message stated they had no idea when this would be rectified. The last voice message I received on Friday, 6/2, stated the problem could be solved if I provided them with another email. I tried emailing them this morning with another email address but I got the above-referenced message. So at the moment, I still can't reach them and the problem is not resolved.

Regards,

***********************
Business Response
Date: 06/15/2023
We have reached out again to the Pet Parent today & left more messages. We left specific instructions in the ** on how to best contact us in different ways.
Customer Answer
Date: 06/16/2023
[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:

This shows how disorganized this company truly is. The same day I sent you the last email where I rejected the response as, although they were reaching out to me, I was still unable to reach back out to them because no one ever answered the phones, and the email I sent that day was immediately returned to me with a message, I believe as I don't have my notes in front of me, to the effect of the mail box was full & couldn't receive any more emails. So I was under the impression the email was not received. After I responded to your email, Home Again answered my email back - they did receive it. As I had expressed in that email to them that I was okay with providing them with another email to resolve the issue, this is what we did. Since that day, this problem has been resolved and yet they still call because they don't actually check their records and one hand isn't talking to the other. ************ is still very messed up and I will not recommend them to anyone.
Thank you very much for your help with this as it wasn't until I contacted you that they began reaching out to me.

Regards,

***********************
Initial Complaint
Date:05/17/2023
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 re-homed my dogs and have been trying to reach customer service to update owner information. I have called for weeks and submitted 3 separate request forms online. I need to update the owners information considering I live ***** miles away from them. Astonishing that you cannot do this online and that they dont answer any type of communication attempts.
Business Response
Date: 06/02/2023
VM was left for customer to advise email was being sent with instructions on starting the transfer process
Initial Complaint
Date:05/16/2023
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 was trying to register my dog online, the during the checkout I received an error saying I could not check out with an empty cart. I was told the first year of the subscription is included with the payment I made at my vets office. I signed up for the auto renewal and then was able to successfully register my dog. Then I received a $24.99 charge to my debit card even though my cart still said $0.00. I tried calling multiple times, left a voicemail and email. I have not received any response.
Business Response
Date: 05/18/2023
We refunded the customer & called and left a VM as well as sent an email confirming.

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