Complaints

This profile includes complaints for Viatris, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Viatris, Inc.

  1000 Mylan Blvd Suite 400 Canonsburg, PA 15317

• 

  Viatris, Inc.

  1000 Mylan Drive Canonsburg, PA 15317

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:04/05/2024

  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.

  Hello I purchased Estroidal Patches from a company named Viatris (prescription filled at Walgreens). The pads were to be applied one per week and if they fell off you are instructed to immediately apply a new one. 2 of the 4 patches I used fell off. Each patch costs me $21.00. I made a complaint to the company itself. They immediately offered to refund me. They asked me all sorts of personal information like what pharmacy did I fill it at etc.
  
  I received a letter today basically saying thanks for the complaint- no offer to refund me. I called Viatris and was told that the request for my refund was sent to some department on March 8 and it would be another 6 weeks before the company would even make a decision about the refund. there is no way to contact that department.
  
  It appears the company knows the adhesive is faulty as they were quick to offer a refund.
  
  Here's my issue:
  1) I feel like my HIPPA was violated with the invasive questions asked
  2) They appear to knowingly be selling faulty products that keep getting more and more expensive for the consumer to use. Had I not gone to the dr and gotten a different type of hormone delivery, it would have cost me over $100 per month due to the products faulty adhesive.
  
  I want my money back. All $85.00.

  Business Response

  Date: 05/20/2024

  Viatris Inc. has received your letter dated May 2, 2024. Thank you for bringing this matter to
  our attention. We want to assure you that we take all reports of adverse events and complaints
  seriously and prioritize the well-being of our customers.

  Please be advised that Viatris has been in communication with Ms. **** ******** concurrently
  while she was submitting a complaint with the Better Business Bureau, and Viatris has already
  issued a refund check on April 29, 2024, in the amount of $65.43 (which is the refund amount
  verified with Ms. ********’s pharmacy (Walgreen’s), and we have received further
  confirmation that Ms. ******** deposited this check on May 6, 2024).
  

  As background, after a thorough investigation, and in following our standard internal
  procedures, Ms. ******** initially communicated her purported adverse event with Estradiol
  patches on March 7, 2024, where she made a request for a product refund. Viatris’ Call Center
  was in subsequent communications with Ms. ******** in working to verify the reimbursement
  amount. Ms. ******** subsequently followed up with the Call Center on April 5, 2024, and
  was informed that her refund request was being processed, but apparently Ms. ******** was
  displeased in hearing that the refund may take longer than she desired and ended the call
  abruptly.
  

  Regardless, this matter is resolved as Ms. ******** deposited the refund check for her Estradiol
  patches, but please let us know if you need additional information. Viatris strives to provide
  outstanding service to the patients and others who look to us for access to their medications.
  

  Sincerely yours,
  

  Viatris Customer Relations

• Initial Complaint

  Date:04/12/2023

  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.

  I am a migraine sufferer who frequently
  requests medication through "Beatrice Patient Assistant Program." Owned by Viatris.
  Although I am grateful to receive migraine medication at no cost, it comes with great distress.
  I have been trying to obtain my migraine medication since March 29, 2023. Depending on which customer service representative is offering their assistance that day, depends on the service one receives.
  On March 29th, Rita assisted me and wasn't able to produce results, and refused to contact my doctors office regarding missing information on the enrollment form. Rita expressed how it wasn't in her job description to do so, while raising her voice at me. I asked to speak with the manager, "Veronda," who wasn't available. I never received a call back from Veronda. I called back on March 30th, spoke with Nicole. She tried to put me through to Veronda again. No response. On April 3rd, I spoke with Krupa. The enrollment form is still being processed. I then called again on March 5th, spoke with Natasha. She informed me of another issue with the enrollment form. This issue with missing information was brought to my attention today. Not previously. Now it'll be another 72 hours once the form is sent back to them from my doctor's office. Natasha couldn't provide me with a manager to speak with. Veronda was out of the office today. When I asked to speak with someone else in charge, Natasha said they were unavailable. Natasha then hung up on me. This happened shortly after 9:30 a.m. A manager isn't available at any time, and never returns calls. The customer service representatives are rude, not helpful and never on the same page with one another. I am extremely upset about the way I was treated. The company Beatrice and the staff they have serving customers are extremely poor quality. They don't know how to interact with customers in a professional manner an no one cares. Several days have past and still no results with Beatrice and still no meds!

  Business Response

  Date: 04/21/2023

  ***** *** ****
  
  ** *****
  
  ****** ******** ****** * ******* ************                                    
  *** ** **** ******* ***** ***
  ********* ************ *****
  ****** ***********************
  
  
  Re: ID No. **************

  Dear Better Business Bureau,
  
  Viatris Inc. has received your
  letter dated April 13, 2023 regarding a consumer’s reported experience with the
  Viatris Patient Assistance Program customer service.  We understand that the consumer was frustrated
  with the communications that she had with the staff that handles calls to the
  Viatris Patient Assistance Program call center. We have reviewed the situation
  with the customer service staff and provide you with the following response.
  
  As background, the Viatris Patient
  Assistance Program (referred to in this letter as “VPAP” or the “Program”)
  provides certain Viatris medications at no charge to individuals with
  demonstrated financial need. Information regarding the VPAP can be found at *************************************************************************. Viatris has engaged a third-party
  service provider to assist in the operation of the Program, and they manage a
  team of customer service representatives whose duties include reviewing
  applications for assistance from the Program and responding to questions from
  applicants for Program assistance and their healthcare providers. Once an
  applicant is enrolled in the Program, the products provided to the enrolled
  patient under the Program are shipped to the patient’s healthcare provider for
  dispensing. The VPAP customer service team’s activities include tracking the
  status of applications, shipment of products, and communications with Program
  participants. 
  
  After receiving your letter, we have undertaken a
  preliminary review of the situation with the VPAP customer service team. These
  records indicate that the VPAP team spoke professionally to the consumer, and
  did not raise their voices to the consumer. The customer service
  representatives notified her on two different inbound calls that the date next
  to the signature field on her application was missing, as were the product
  intake directions. We understand and appreciate that the consumer was upset that
  there were additional steps needed to ensure proper and safe service to the
  consumer and with the fact that the supervisor was unavailable to discuss this.
  We also note that the customer service representatives did not refuse to
  contact the consumer’s healthcare provider, but rather they informed her that
  they are not authorized to place the date next to the patient's signature.

  We also
  have additional information regarding some key dates and activities subsequent
  to the dates of the communications that the consumer described in her letter.
  The consumer was enrolled into the Program as of April 11, 2023 and the order
  for her medication was placed on the same day. 
  A replacement order for the original was placed on April 20, 2023, after
  the customer service team learned that the carrier did not deliver the original
  shipment to the correct location. That shipment is expected to be
  delivered to the consumer’s healthcare provider on April 25, 2023, in keeping
  with the Program policies. A customer service representative will contact the
  consumer regarding her engagement with Program representatives and will provide
  her with an update on her medication. They will follow up with her again to
  confirm delivery of her medication.
  In addition, the VPAP customer service staff will continue
  with a thorough review of all documentation regarding their interactions with
  this consumer. They will also receive additional training from their
  supervisors concerning communications with consumers who call regarding the
  Program, including de-escalation techniques and the escalation of certain
  matters to their supervisors.

  Viatris strives to provide outstanding service to those who
  look to us for access to their medications. If we become aware of any
  additional information that is relevant to the consumer’s situation, we will
  provide you with an update. Please do not hesitate to let us know if you have
  any questions or need additional information.
  
  Sincerely yours,
  Viatris Patient Assistance Program
  
  By:       Anne
  W*****
              Head
  of Public Affairs and Strategic Partnerships
  
  
  
  
  

  
  

  Customer Answer

  Date: 04/26/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  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,
  
  
  
  **** *********