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Complaint Details
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Initial Complaint
02/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Defective product: Cheristin for cats 1/5/2024 I consistently find that the tubes are not full. Often there is only one or two drops in them. Today I had two tubes that were completely empty. They changed the packaging so that the tubes are rattling around loose inside the box (they fall out of the little molds). I tried to call the company but either their phone number links did not work or I got disconnected during the ring. I did not find a number specific to a customer product complaint. I would like at least an $$80 refund for the most recent box. Thank youInitial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
For the past several months, I have been ordering Galliprant from my vets office where you get a discount for autoship. Elanco used to send me a rebate check when I ordered from Chewy, and then out of nowhere Chewy didnt qualify because they already sold it for a cheaper price than a vet office. Okay, so I switched to the vet. For several months I received a discount on autoship and the rebate from Elanco, making Galliprant more affordable. Now all of a sudden they wont honor the rebate because of the autoship discount. You cannot accept the same thing over and over again and then all of a sudden not accept it. Poor customer service as I never received notice that my rebate submission was rejected. I had to go to their website (where they said they sent me information on why it was rejectedexcept they didnt). It looks like many people have also gotten the runaround from Elanco.Initial Complaint
11/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have two dogs who have been on Credelio for 12 months. They have both developed anaplasma. ******** is a flea-tick medicine which is supposed to kill ticks. The advertising on their website is very misleading, stating that ****% of ticks are killed within the first 8 hours. I contacted their customer support line and was directed to a ************ who gave me different information than the website. When confronted with that information, ************ proceeded to quote the product brochure. However, as before, the product brochure information that ************ quoted, specifically that Credelio did not cover the transmission of tick-borne diseases, is not located on the product brochure that is available on the Credelio website. Credelio is engaging in deceptive advertising as well as incomplete product information and is having its employees use that information to state why Credelio is not responsible for treating animals who become sick using their product. I am providing a download of the product brochure as well as a screenshot with the misinformation.Initial Complaint
10/03/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Similar to other constituents, I submitted for an Elanco rebate earlier this year and received an email notice that the rebate was approved on June 8th and that my rebate was sent. It is October 2nd and I still have yet to received the rebate. I tried emailing and calling to no avail. This is a poor practice for consumers to be promised something and not receive it. They even state on their site that the rebates would be received in about 2 weeks but that is not true. I have received rebates for other let purchases in the past from them and they did take quite some time but never this long.
Business response
10/04/2023
To whom it may concern:
We appreciate the opportunity to resolve ************************* concern regarding their rebate.
I am happy to share that upon receipt of this complaint, their rebate check # ***** was cleared on 06/20/2023.
Their rebate submission was received for processing on 4/10/2023 and mailed on 6/9/2023 within the 6-8 weeks from receipt indicated within the terms and conditions of the rebate offer.
We thank ****** for their inquiry and hope they continues to submit rebate requests in the future!
Best regards,
**************
Rebate Processing ***************************** for Elanco Animal Health
1080 PO Box
************ ** *****Customer response
10/04/2023
Better Business Bureau:
The issue was rectified the day after filing the complaint satisfactorily. I appreciate the businesses response. Thank you, Elanco!
Regards,
*********************
Initial Complaint
08/27/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 6/7/23 I received an e-mail from Elanco Rebates that my submission for Galliprant rebate of $40 was approved. The original submission was on 3/31/23. I had utilized this rebate process many times for Galliprant rebates over the last few years and everything went fairly smoothly until this one. On 6/7/23 when I received the Elanco e-mail confirming I received a $40 rebate, they redirected me to the Prepaid Digital Solutions page in order to request a virtual or physical card. This page would not take my e-mail address and so I was blocked from filling out the rest of the form in order to choose the virtual or prepaid card. This surprised me since I had always used this e-mail in the past when applying for and receiving rebates. I called Elanco today, and they said they cannot send me a check or prepaid card or anything at all because I have a "Q" account for my e-mail and there are only three e-mail accounts they can utilize in their system. I was left with too bad you have the wrong e-mail address and you need to open a new e-mail account (Gmail, yahoo, or another one I don't remember) in order to get the rebate. I asked if they could just send me a card or a check, and the customer service person said, no, he couldn't. That seems really crazy. I told the customer service person that I had been using this e-mail account for years and it worked just fine on all other requests. He didn't seem to believe me and said it has always been this way. I am extremely frustrated that in order for me to receive a rebate of $40 it would necessitate me opening a new e-mail account. I would like to receive a check for $40 from Elanco and a recommendation for how I can successfully get a rebate in the future for the Galiprant without opening a new e-mail account.Initial Complaint
07/15/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I submitted my 12 months of Trifexis rebate and I should receive $40. I have contacted Elanco numerous times with the tracking number I got months ago from submitting my rebate but they just keep replying to my email with the same generic response over and over again. Please mail my check for $40. Thank you.Initial Complaint
07/07/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We use ******* Animal Clinic in *********, ** for our dog. That vet offers prescription medication through the manuf Elanco. The transaction qualifies for original payment of $328.07 for 90 days of medication to equal a rebate of $120.00. That rebate was filed on 03/20/2023. I have called them several times asking to please process the payment. Each time I am told there is no disputes or conflicts with the submission but the company is behind on payments. If you read the back of the Elanco rebate details card you will see this is not the timeframe consumers are lead to believe when purchasing the product(s). At this point, over 3 months in time, I am concerned the company has no intention of upholding their rebate and providing me with the $120.00 owed.Initial Complaint
06/26/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On March 29 2023 I filed for a $25 rebate on galliprant medicine for my dog. On April 3rd 2023 I received an email saying my submission was approved and please allow 3 - 4 weeks for processing. At the end of May I started calling and have been told multiple times that it was being escalated and they would get my check out. Three weeks ago I spoke with a supposed supervisor who said she would make sure it went out. Today I spoke with someone who said it had been canceled but he couldn't tell me why. Transferred me to another person who said no checks were ever issued to me although their website tracking says otherwise. Here it is 90 days past submission and no rebate plus no one answering the customer service line being of any actual assistance. This is ridiculous. Why offer a rebate if you are not going to send them out for properly submitted documents. My girlfriend submitted hers the same day for a different program and got hers 5/19. Now they are telling me another 3 to 4 weeks.Initial Complaint
06/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
After purchases some pet meds, I submitted 4 of my invoices online on 5/11/23 to receive rebates (Elanco says it takes "1-2 weeks to process"). I received 4 emails from Elanco reading "Approved Rebate Get Ready". Then on 6/3/23 I received 3 emails for the other 3 invoices I submitted after 3 other pet med purchases, saying "Thank you for submitting...". After receiving nothing else, I checked my 'your pet & you' account and it said that it was pending -so I emailed Elcano on 6/6/23 to inform them that I had yet to receive anything from them. Funny enough, after that I checked my 'your pet 7 you' account and it said that I was sent emails around 6/6/23 (which I did not get). ***** from Elanco Animal Health emailed me on 6/10/23 saying that 4 emails were sent on 6/7/23 and after checking again to let them know if I didn't get them. I responded on 6/11/23 stating that I didn't get any emails. After no response, I emailed again 6/13/23 and 6/15/23. On 6/16/23 I got a response from ******** saying the same thing the previous email said. So I responded stating the same thing (I didn't get any emails at anytime from anywhere other than the ones I got). I am still waiting!I'm very upset about this. What are they doing? What is going on? I clearly stated when submitting online (as I gave my address) that I wanted physical cards (which they ask again after) and yet I'm getting nothing and nowhere with them. Can Elanco not be trusted?Business response
06/21/2023
To whom it may concern:
We appreciate the opportunity to resolve ********************** concern regarding her rebates.
I am happy to share that upon receipt of this complaint, I have resent all 4 emails to allow her to receive her rebate cards she is requesting.
********************** rebates all were chosen to receive a prepaid card as she clearly states in her complaint. To clarify, when a consumer chooses a prepaid card as their method of payment they are sent an email after their submission processes that directs them to the card services to whom the cards are processed by. They are given the option at that time to choose either an electronic virtual card or a physical card that is mailed to them. We recently discovered an issue with our card vendor partner where the emails were having issues being sent out. We have since fixed this issue, and have received reports from other customers that had similar issues claim they received their email to claim their rebate payment.
We have reached out to ****************** by email to explain the situation and what actions we've taken. I've also provided an alternative option to receive payment should further technical issues occur, to process her rebates as checks to be mailed to her address.
We thank ****************** for her inquiry and hope she continues to submit rebate requests in the future!
Best regards,
**************
Rebate Processing ***************************** for Elanco Animal Health
1080 PO Box
************ ** 55745Customer response
06/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
*****************
Initial Complaint
06/13/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I submitted a $10 rebate claim electronically 3/22/23. My claim submission was confirmed via email 3/22/23. 5/11/23 I received an email from Elanco stating the rebate was approved and the rebate was "on its way". I was also instructed to be on the lookout for an email asking how I want to receive my payment. Since then there has been no communication from Elanco. I have emailed the company twice asking for the status and have received no response, most recently that was 6/11/23. The only way to communicate with the company is via email. The rebate application states "Please allow 2 weeks for rebate check email delivery or 6-8 weeks for physical check mail delivery"; it has been 3 months since submission.
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