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Complaint Details
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Initial Complaint
03/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought several products that are eligible for the rebate program. My veterinarian is ********************* in ******** **. I completed the rebate process about 6 months ago, which entitled me to about $75 in rebate amount; however, I have not received anything. I contacted Elanco two times including this week. The representative told me same thing as last representative, that I needed to watch for an email from Prepaid Digital Solutions and confirm that I want the rebates. I have not received any emails from this company. I am very frustrated with this process and dont appreciate the customer service I have received since I not only bought multiple products that are eligible for the rebates, but now I am spending too much time trying to get what I am entitled to. I will tell my veterinarian at my next visit about my experience and request another brand of treatment due to this horrible experience with trying to get what is I am entitled to.
Business response
03/18/2024
To whom it may concern:
We apologize for the delay in responding to the original inquiry and appreciate the opportunity to resolve **************** concern regarding her rebates.
I am happy to share that upon receipt of this complaint and looking into this matter, I found **************** rebates were already sent out as checks on 3/11/2024 to her address that was on file:
#***** - $25 for Credelio/Interceptor Plus rebate offer
#***** - $25 for Credelio/Interceptor Plus rebate offer
#***** - $10 for Seresto collar rebate offer
#***** - $10 for Seresto collar rebate offer
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
************ ** *****Initial Complaint
02/08/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased Interceptor plus from my vet and was told it had a $15.00 rebate. I submitted the rebate and received via email, a "check," really more like a letter-sized pdf showing what might be the back and front a check, along with a condescending note explaining how this was a "legal form of payment" and how I should deposit it the way I would a normal check.Well, I tried, both electronically and in person at my bank, and the bank is unable to process it. Both I and the banker were flabbergasted why Elanco would not send s standard check in the mail. Is this the business model? Provide a form of payment for the "rebate" that is unable to be converted to cash by depositing? I expect an explanation and would appreciate an actual, physical check for the rebate I was promised, not some make-believe pdf file.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.
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