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:04/22/2023
Type:Product 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.
Unfortunately I was double charged in the amount of $21.99 for a renewal. Ive been a member of this pet microchip company for approximately 4 years and have 2 dogs that have a subscription.Ive contacted the company many times (over 8) regarding this overcharge via phone, website and email and received no response in return.Im not sure how a company can do business like this and now worry that if a pet became lost would they actually reunite him/her with their family????The only thing I want is the overcharge refunded in the amount of $21.99 and rightfully so!
Business Response
Date: 04/25/2023
We have reached out via VM & email to discuss the status of the customer's account. We are waiting to hear back.
Customer Answer
Date: 04/25/2023

Complaint: 19969707

I am rejecting this response because:

The company has not reached out via Phone, Text ***************** or Pigeon.No messages were left or received.
This is just yet another attempt to disregard my correspondence and this company has no regard for customer service.
I am still waiting for my refund/overcharge.

Regards,

***************************
Business Response
Date: 04/25/2023
***************** spoke to one of our supervisors ***** & we advised a check would be mailed for the refund and that was agreed upon by ******************
Customer Answer
Date: 05/05/2023

Complaint: 19969707

I am rejecting this response because:

I received no refund check and this company along with the unauthorized charge has been reported to my bank as fraud.Never again will I do business with Home Again nor will I recommend them to anyone!
Take care of your customers.Im left wondering what would happen if one of my pets went missing - Would they even help?

Regards,

***************************
Initial Complaint
Date:04/16/2023
Type:Service or Repair Issues
Status:
UnansweredMore 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.
We requested a microchip for our pets through our vet, who uses HomeAgain. I have attempted to register my pet at least 4 times on their horrible webpage. The page requests the microchip number (which I have) and a few other pieces of information, which I'm assuming the vet creates. But I do not know what they created and so I am unable to register my microchip. I have emailed them multiple times, no response. I called the number they provided and I'm put on hold for 10 minutes, then the hold ends and says everyone is busy and leave a message, I left messages and nobody has called me back. What happens if I actually do lose my pet? To make it worse, I have other pets that are registered and I'm charged an annual fee and I'm not even sure what that actually does. Their business profile and lack of customer engagement makes me feel like it's a giant scam.
Initial Complaint
Date:04/12/2023
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.
On 1/21/23, I have paid my membership with proof and your company continues to send emails stating that I haven't and "*****" your so-called manager informed me that he doesn't have an employee number or anything to reference him by but ***** and stated that there is no **************** or number that I can reach out to and also refused to take an order number from your website about my payment that I took a screenshot of.
Business Response
Date: 04/13/2023
We have attempted to obtain proof of payment and as of today 4.13.2023 we have not received the proof. Multiple personnel including managers have attempted to obtain but customer is refusing to send/provide. Our system is not showing a payment so we can not refund what we do not have.
Initial Complaint
Date:02/07/2023
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 took my dog ***** and cats ******* and ****** to my veterinarian ************************* ******************************************************************************************* for their annual checkup and to have a chip placed in ****** registration no. ***************, and when calling to register him I spoke to a customer service representative named ****** who hung up on me after asking me his name along with my address and telephone number stating I was not sure what address was on file, please. I would like to register ******** microchip, immediately.
Business Response
Date: 02/08/2023
A VM was left for the Pet Parent and we are awaiting their response.
Initial Complaint
Date:02/01/2023
Type:Billing 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.
HomeAgain charged my card twice on Dec 21, 2022 for $21.99. This is a duplicate charge that was verified by my calls to the customer service department on Jan 20, Jan 29 and Feb 1. *****, the supervisor, said there are two requests for this charge to be reversed and he doesn't understand why it hasn't been done yet. He says there is nothing he can do.I am simply seeking a refund of the duplicate charge of $21.99 that was charged to my credit card on Dec 21, 2022. The case number for this issue is apparently: ********.
Business Response
Date: 02/03/2023
We have called & emailed Pet Parent to advise of status.
Customer Answer
Date: 02/03/2023

Complaint: 18968335

I am rejecting this response because:
As of this date, the duplicate charge is still on my credit card. They did leave a message and email to which I responded. They have not gotten back to me. They say they need more information. This is not what 3 customer service reps told me. It is clearly a duplicate charge and all they have to do is reverse the charge.

Regards,

***********************
Business Response
Date: 02/07/2023
Anther voicemail was left advising that refund was processed on 2/2 & it should be showing on account in a few business days.
Customer Answer
Date: 02/09/2023
[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:01/28/2023
Type:Order 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.
One of the main services this company offers is pet microchipping. Vets and rescues seem to use them a lot, however I am unable to register my pet's chip with them. Defeats the purpose is I am unable to register my pet.
Business Response
Date: 01/30/2023
We sent an email & left a VM for Pet Parent for them to contact our management team specifically.
Initial Complaint
Date:01/27/2023
Type:Product 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.
January 2023 I called and requested the name of my pet and address be updated and signed up for a yearly service and bought a medium medallion. They sent it to the wrong address, listed my pet at wrong address mailed a junk medallion you can't read to wrong house. Over three hours on phone they outsource and have NO customer service or supervisors or way to correct addresses or refund accounts. You will deal with ignorant rude people who double talk but don't see any response. It's big company that puts all people on hold over twenty minutes including lost pets and emergency numbers. If you were trying to return or find a pet the system is rigged for failure with being left on hold half an hour or more. FOR THE **** OF YOUR PET AND BANK AC PROTECTION Don't DO IT.
Business Response
Date: 01/30/2023
We sent an email & left a VM for Pet Parent for them to contact our management team specifically.
Customer Answer
Date: 01/30/2023

Complaint: 18941422

I am rejecting this response because:

After staying on the phone previously for over two hours being hung up one, shuffled and transfered I was told their is no management I can call direct. Now that your unreachable and incompetent service that can't get and address or call to a person decides to provide a false number, it does not absolve the matter of what told repeatedly previously. Still no resolution. The number left was NOT management but basic customer service number with someone who didn't speak English well as a regular representative non management. BUYER BEWARE

Regards,

***********************
Business Response
Date: 02/11/2023
We called Pet Parent again & left VM with information for 2 managers to contact.
Customer Answer
Date: 02/11/2023

Complaint: 18941422

I am rejecting this response because:
It was too little too late. The hours put in to get to someone, if it an emergency for the pet, this is not ok. This is your third round of response and I get someone who left a vm that is a supervisor. Not too that you state above. I see too many lies and deception on your part. Pet lives are at stake and your third party answering service that puts people on hold and hangs up on people, with no supervisor available at will, only presented after THREE discussions with BBB and you still did not provide what you said. Two supervisors did not call. One did and this deception and half response is too little too late

Regards,

***********************
Business Response
Date: 02/13/2023
There have been several **'s left for the Pet Parent to either give us a good # / day / time to call or to call us at their convenience. Our last response stated we left information for 2 Managers. ****** the person who left the ** is an Operations Manager, we also left the name of ****** who is our evening Manager. There is nothing else we can do at this time as our calls are not being returned.
Initial Complaint
Date:01/07/2023
Type:Delivery 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 have both my 'children', Snowstorm and Snowflake microchipped and registered with this company. On 5 October 2022, my Snowstorm, passed away. The vet i took him to misunderstood my instructions, and disguarded all his possessions. I called up HomeAgain, and reordered his tag. metal, blue with his microchip number, ***************, on it. I still havent received it. I have received one for Snowflake. I have received 2 of the wrong tags for Snowstorm. However, I have yet to received the one i ordered, metal, blue, with his microchip number on it. Each time i call, and I have called numerous times, the person i speak to sounds like I am one in the wrong. I havent waited long enough, the correct one hasnt been ordered, etc. I dont think they realize its like he dies over and over and over again. What faith should i have that if something happened to Snowflake that they would be able to locate her if they cant even get a tag I ordered correct?? i dont know what else to do.
Business Response
Date: 01/11/2023
We contacted the customer & refunded both tags/placed a new order for both pets with rush shipping
Initial Complaint
Date:01/03/2023
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 was charged twice on November 19th for 5 memberships. The amount on my screen was $99.95. I was charged $99.95 AND $109.95. I did not consent to the $109.95 being charged to my card. I reached out to customer service several times. The first person put the refund for $109.95 through. The second person told me I'd have to wait longer for the refund. The third person told me the first person set up the refund incorrectly, so she fixed it. I have talked to multiple representatives since. Most of them are rude and have not called me back if the phone disconnected. I keep being told that refunds are taking awhile to process. It's been well over a month. One representative who was helpful put in a request for a supervisor to call me, because I still have not received my refund. About a week or so after that, I received an email asking when they could call me. I responded right away with a few days and time frames. I waited a few days and after no call, I emailed again with more days and time frames - still no email or call. I emailed again asking if anyone was going to call me. Again, no response. I just called again, and after dealing with a very rude rep who kept saying she couldn't find my account and that it takes a month to get a refund, she pressed some buttons, stating she was going to get a supervisor, and then the call disconnected. She did not call me back. This is a fraudulent charge made to my card and no one at this company will handle the problem. The customer service is terrible and incompetent. I gave this company plenty of time to resolve the issue before submitting this complaint, but after many calls and getting nowhere, I have no choice but to do this. The next step will be reporting this company's fraudulent way of doing business. I would like the $109.95 refunded back to my card immediately. I would also like something additional done, perhaps a partial refund from the $99.95 I paid, to make up for all the time, hassle, and frustration I have experienced because of this.
Business Response
Date: 01/04/2023
Refund has been processed & we contacted customer to advise of status.
Customer Answer
Date: 01/06/2023
[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 this resolution is satisfactory to me.

Regards,

*****************************
Initial Complaint
Date:12/03/2022
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 called them looking for my dog. Two reps were completely incompetent and couldn't help me. The manager shockingly was just as rude and nasty as the employees. I looked them up on sitejabber and they have a composite score of one, unsurprisingly. I want a formal apology from the business for their egregious behavior and the shelter that paid for this service needs to be refunded. I also have recordings of ALL of these bizarre phone calls.
Business Response
Date: 12/14/2022
We have requested the refund for the customer & it should be processed within the next ***** days.
Customer Answer
Date: 12/14/2022

Complaint: 18519543

I am rejecting this response because:

They never apologized for their abhorrent behavior.

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

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