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:11/04/2022
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.
My neighbor is getting deployed so he rehomed his dog with me. He and I have both been calling Home Again at ************** to have the dog's chip updated with my information. No one ever answers the phone, after so many rings you get an automated operator that says they are experiencing higher than usual calls and it tells you to leave your name, your pet's name, the chip number, your phone number, and the reason why you're calling and they would get back to you. I've left four messages in the past week, my neighbor said he has left six messages, and neither of us has yet to hear back. I decided to email the company at *********************************************** a few minutes after sending the email I got an automated email that assigned me a case number (#********) and directed me to call the ******************************* concerns. This is a very serious issue for me and my neighbor because if the dog ever gets lost or runs away, I cannot even rely on the microchip or Home Again to ensure that my pet is returned to me. The vet has expressed that they cannot insert a new and more reliable microchip because of the Home Again chip being present, and unfortunately because this dog is still a puppy the vet has advised against chip removal until the dog is older. So I'm pretty much stuck with a useless chip and all I want is for Home Again to just simply update the chip. The chip number is ***************. I know this company is not accredited by the BBB, but I am hoping that maybe the BBB can get me some kind of answer before my neighbor is deployed and then it becomes harder to update the chip when he is unavailable.
Business Response
Date: 11/07/2022
Thank you for contacting HomeAgain.
An agent will reach out to you directly.
You can also log into your HomeAgain account at www.homeagain.com and update your information at any time.
Initial Complaint
Date:10/04/2022
Type:Billing 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 double billed $21.99; I have the info from my bank account and the transaction numbers and dates and the company will not even talk to me on the phone. They put me on hold and after an hour or so of waiting they cut me off and I have to start over. I have send them email and they do not acknowledge the problem.
Business Response
Date: 10/05/2022
Spoke with customer 10.4.2022 and reached out ********************** today 10.5.2022. Customer advised they now understood the charges were for both of their pets.
Initial Complaint
Date:09/07/2022
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 reached out multiple times to HomeAgain and keep receiving an automated message and then my call gets disconnected. I have tried to call back many times afterwards and keep receiving the same message and then again the calls gets disconnected. The one time that I was able to speak with someone the agent fixed the error. I was informed that I would be able to order the ** cards that I needed however, I am still unable to do so. I am hoping that the BBB will be able to forward my complaint and that my issue will be resolved without any hassles.
Business Response
Date: 09/19/2022
We have reached out the the customer to advise on how to obtain their pet ID's and all other requests were handled as well.
Customer Answer
Date: 09/19/2022

Complaint: 17929471

I am rejecting this response because:
BBB, thank you for your response however, the business has NOT reached out to me as mentioned in their response.

Regards,

*************************
Business Response
Date: 09/20/2022
On 9.19.2022 our agent ****** spoke with the customer directly concerning his ID cards. He advised he understood the process.
Customer Answer
Date: 09/22/2022
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************************
Initial Complaint
Date:08/24/2022
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 have two dogs, and several email addresses. When I registered my older dog with this company, I used *********************** when I registered my younger dog, I used ********************** I'm copy/pasting the email "thread" here. Excuse me but YOU messed this up. I dont have time to sit on hold for hours for something YOU did. 1)In early July I tried to merge my current account, which at that time ONLY had Teddys info with my previous account, tied to email ********************* which had Pipers info but was expired. 2)I could not get through to a human being. It took you almost a MONTH to respond to my request. 3)While I was waiting for a response, I went ahead and paid for PIPERs renewal, and a new tag, and changed the address. THAT PAYMENT WENT THROUGH ON 7/8/22 from a card ending in 6729.4)You finally merged the info, but did not carry over her renewal. I should not have to call. You have all the info. You have two options: 1)FIX IT.2)REFUND the money I paid in JULY and then Ill renew ****** I advise option one. ******** A. ***********************************************************?From: HomeAgain **************** <****************************************************************************> Sent: Tuesday, August 2, 2022 7:25 PMTo: ************************************: HomeAgain Renewal Payment has not been received [ ref:_00D4J23gP._5004LLFw1J:ref ]Thank you for contacting HomeAgain! Our records do not indicate that a payment has been received. Please call us 888-HomeAgain (466-3242) so that we may gather additional information and research further.HomeAgain specialists are available around the clock and ready to assist when needed.Warmest Wags,The HomeAgain Team888-HomeAgain (466-3242) --------------- Original Message ---------------From: MissMeliss [**********************]Sent: 8/2/2022 12:55 PMTo: *****************************************************: Re: ******* HomeAgain Membership has Expired on 7/25/2022 I literally just renewed this.
Business Response
Date: 09/06/2022
resolved issue for the customer on 8.26.2022 & provided the information to the customer.
Initial Complaint
Date:08/05/2022
Type:Delivery 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 am filing this complaint due to a lack of response regarding an unknown credit card charge $87.96.They have not responded to any of my attempts to contact them regarding clarification.My order history only shows a charge of $21.99 on 6/1/22.The charge in question is nowhere to be found.I sent an email on 7/27/22 asking what the charge was for.I received an auto reply with a case number of 00732224.After giving them a week to reply I called them on the evening of 8/3/22.Their automated system put me on hold for about 20 minutes eventually prompting me to leave a message.I left a voicemail.They have yet to respond.Also called at 4:45pm CDT 8/5/22, same result.It has now been 10 days since my initial attempt to contact them with no response. If you ****** review their company, a lack of response appears to be normal business practice for them.Also they appear to have a habit of billing for services that were cancelled, which I will address later.I have autorenewal set up.It is $21.99 per year. The charge I am being billed for equals the amount of 4 renewals.I only have 3 cats, one of them was billed on 6/1 as mentioned above for a new cat, not a renewal.At most I should only be billed $43.98 for two renewals.My order history on their website does not show this charge, and since they are unresponsive, I can't say what it is for.The only thing in my order history is the one from 6/1/22.I am just assuming that it is for the autorenewals and that I was charged double.Maybe they billed me for somebody else by mistake?That would explain why it does not show ** in my order history.My pet profile only has 3 cats.I mention this because I had 2 cats die within the last ******************************************* for them, even though they were both removed from my account.***** my comment of about them billing for services that are cancelled.I have no problem paying $43.98 for two renewals, but not $87.96.My card company has also been contacted.
Business Response
Date: 08/08/2022
Reached out to customer to assist with their account. Refund has been requested as well.
Customer Answer
Date: 08/16/2022

Complaint: 17679107

I am rejecting this response because:

They left a voicemail saying they would refund $*****. This is only half of what I am disputing.
I have 3 cats @ ***** each.
On 6/1/22 I paid *****.
On 7/27/22 I paid 87.96.
This is equal to 5 cats.
Refunding ***** still leaves me being overcharged *****.
I called back a couple times and emailed again on 8/3. Still no reply.
Was told that one cat was billed twice so that is the ***** that they said would be refunded.
I would like to know what the rest of the charges are for.
Will try calling again as well.

Regards,

***********************************
Business Response
Date: 08/17/2022
Spoke with customer today 8.17.2022 and have processed their refunds, customer has been assisted.
Customer Answer
Date: 08/20/2022
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***********************************
Initial Complaint
Date:07/29/2022
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.
On February 24, 2022 our pet consumed about 12 oz. of chocolate. We attempted multiple times to call Home Agains Emergency Vet, per our contracted agreement. We were unable to contact the Emergency line and were forced to drive approximately two hours to the first available ********************* When we arrived there, we were told to contact Pet Poison Control using our credit card for the charge of $75.00. This is normally handled by Home Again's emergency vet line. The Pet poison Control determined it was a toxic dose.After we had taken care of getting our pet out of danger, we called Home Again the next day. We spoke to a very understanding woman at Home Again. She told us that we were not the only affected pet owners that day, and she said that Home Again would refund the $75.00. After multiple months and many calls to Home Again, we have still not received a refund. We made a last attempt on July 27 to contact Home Again. We were told in the course of that conversation that they had no record of our case. Chip # *** 113 001 ******
Initial Complaint
Date:07/18/2022
Type:Sales and Advertising 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.
On 03/05/22, I renewed my membership and ordered a gold tag for the amount of $37.98 . "Card Purchase Homeagain BBB 465-3252 BB-******* **" The renewal fee was $19.99 and the tag was $17.99. I never received the tag. I called customer service several times and received different responses from "it takes 3-4 weeks" " be there by the end of the week" "someone will contact you to investigate the issue." I did receive an email on 06/27/22 stating the following: " Thank you for contacting HomeAgain!This matter has been received and forwarded to the appropriate individual to address.If we can be of further assistance, please do not hesitate to email or call. HomeAgain specialists are available around the clock and ready to assist when needed.Warmest Wags,The HomeAgain Team 888-HomeAgain (466-3242)ref:_00D4J23gP._5004LIhTcd:ref"I responded thanking them, but never heard anything else. I emailed them again 07/01/22 that I had not heard from anyone and asked them to do the refund. I never heard from them. The customer service people I spoke with when calling the main number were very nice and apologetic. The informed me they could not do the refund and it had to come from the office. I am looking for a refund for the tag I never received and apology for bad customer service from the office that sent the email.
Business Response
Date: 07/29/2022
Refund has been requested & customer was contacted on 7.27.2022.
Customer Answer
Date: 08/09/2022
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
From: ****** <**********************>
Sent: Monday, August 8, 2022 11:00 PM
To: Better Business Bureau <**************************************************>
Cc: ***************************** <**********************>
Subject: Re: You have a new message from the BBB of ********** in regards to your complaint #********.

Thank you for the contact. I just recently heard from the business and a refund was made. I let them know I received the refund and now letting you know it was completed. I tried to see if I could respond to the message sent to me on your website but could not. Thank you very much for your assistance.

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

Regards,

*****************************
Initial Complaint
Date:07/16/2022
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.
Home Again pet recovery changed their website May 1, 2022. In doing so, we are no longer able to access our pet's information. We paid for a lifetime registration which includes being able to manage our pets online through the Home Again website. Their new website lost information we had previously included in our registration and we can no longer access all of our pets on the website, we can no longer search for our pets on the website. I have gone back & forth with a supervisor/manager there named ******* (they refuse to provide last names but she says she is the only ******* there), and she has told me the new website is designed for pet owners only, not for rescue groups like ours with many pets under the same account. ******* has promised me to a list of all pets names & microchips registered to our phone # so that we can make necessary changes to provide these pets all have accurate information in the event they are lost. This list was promised by ******* within 2 weeks, and then she said 3 weeks, which would have been July 01,2022. I have emailed and called ******* 6 times since July 1st and no emails or phone calls have been acknowledged or returned in any way whatsoever. We can not access the necessary information online and now we cannot get any response from our point of contact. This puts hundreds of pets lives in jeopardy if they should go missing and we paid for a lifetime registration for every one of these pets. I am seeking assistance to either resolve the issue or refund the lifetime registration fees paid for all pets.
Business Response
Date: 08/09/2022
I am happy we were able to finally connect and to provide you with the requested file.
As discussed during our call,
HomeAgain's mission is to reunite lost pets with their family. In designing our New HomeAgain Pet Recovery Platform, we enlisted feedback from pet owners and designed each section with them and their pets in mind:
The main menu allows for easy selection and navigation.
The pet owner profile now includes 2 additional contacts allowing the pet owner to list themselves, a personal contact, if they cannot be reached, and the ability to include the rescue they adopted the pet from or another trusted contact.
Each tile focuses on the individual pet and they appear in membership expiration date order.
Medical conditions are now provided in a simple drop down selection.

Customer Answer
Date: 08/09/2022

Complaint: 17578358

I am rejecting this response because:

Regards,

*********************************
Initial Complaint
Date:07/14/2022
Type:Customer Service 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.
My pet is microchipped. I've tried to remove my deceased husbands' name a few times, and emailed customers service and left messages for them to no avail. They refuse to remove his name and update it with mine. Also, now, I am going to be transferring ownership of the pet to someone else and I cannot get any answers from anyone on how to update the owner names on the account. No one will call back. No one will email back with any actual, helpful answers, and my pet is now stuck with a microchip inside him that is absolutely worthless and has the incorrect information on it. HomeAgain REFUSES to help and it's THEIR product inside my dog and I HAVE to update it!
Business Response
Date: 07/25/2022
Spoke with customer & was able to resolve their issue/handle their request.
Customer Answer
Date: 07/26/2022
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I still find it absurd that the ONLY way the company will speak to its' clients is if a complaint is filed, otherwise they don't respond. But for this case, they called and resolved the issue as far as it can go.

Regards,

*************************
Initial Complaint
Date:07/13/2022
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.
I am unable to renew my pet's microchip online. I have called multiple times since January of this year. No one ever answers, it sends you to voicemail, you leave your info, and no one ever calls you back. There is also an email address you can send an email to. I have done that countless times. They send you back a confirmation that they have received your email and no one ever reaches out. More ludicrous is that my credit card information is the only thing that it will update, but it won't let you remove it unless you call. And you have to call the same number that no one ever answers and no one ever returns the call. PLEASE HELP!!
Business Response
Date: 07/27/2022
We spoke with customer on 7.14.2022 & resolved their issue.

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