Complaints

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:07/26/2025

  Type:Sales and Advertising 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 ordered their product and their 6 devices never got connected to my phone so i had to remove them from my arm. I created a case with them and they still havent solved my issue nor they replaced it

  Business Response

  Date: 07/28/2025

  Hello Jaldhikumar,
  
  Thank you for providing additional feedback regarding your Stelo Glucose Biosensor on July 26, 2025. Rest assured,our leadership team is continuously looking for ways to improve customer service and overall satisfaction with the product. This includes ensuring timely replacements.
  
  Your concern has been received,and you can expect to be contacted within 48 hours.
  
  Thank you.

• Initial Complaint

  Date:07/21/2025

  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 received a product recall notice for a Dexcom G7 receiver, Date of notice was 6/3/2025 thru the provider of the medical device. Notice stated I should call a Dexcom dedicated number to arrange for a replacement *************). I have been calling this dedicated number continually since about 7/8/2025. I have been calling almost daily and at all times of day, including middle of the night (my EST timezone is three hours later than California time). Every time I call I either get put on hold or get a message that they have too many calls and they will call me back. So far I have requested a call back twice, with no resulting call back. So far I have waited on hold for 30 minutes/25 minutes/15 minutes after which time I finally hang up. Dexcom has sent out recall notices for what is estimated to be thousands of affected receivers yet they do not provide adequate resources for the consumer to request the replacement that the notice promises. Dexcom does not allow for an online option to request a replacement. An online option would simplify this for everyone affected and the serial number, a required piece of information, could easily be cross-checked that way. I feel that Dexcom is purposefully not making adequate reporting resources available as a way to cut their losses after providing a defective product.

  Business Response

  Date: 08/01/2025

  Hello *****,
  
  Thank you for sharing your experience with us. We understand how important it is for the product to operate as expected and the frustration when those expectations are not met. A member of our escalations team attempted to contact you today, 8/1/25,regarding your concerns. 
  
  Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. This includes providing replacements in a timely manner and communicating in a clear and effective manner. The feedback you shared provides us with the opportunity to learn and improve the overall customer experience. 
  
  FedEx records show your replacement receiver was delivered on 7/25/25.
  
  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 08/02/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
    I notified BBB that I had received the replacement receiver on August 1, 2025, via email. I notified them in response to an email query asking if I had heard from Dexcom. Left hand/right hand. 
  

• Initial Complaint

  Date:07/17/2025

  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 have been a customer of this company since approximately 2016, using their CGM Diabetes equipment. Over the years there were occasional issues and failures starting with the G5. I was loyal and paid 10s of thousands of dollars cumulatively through insurance and their vendors. The vendors all have horrific customer service. When the product fails you have to go direct to Dexcom support. At some point, their customer support went 100% to ****. This may be common for many big US corps but is not acceptable for life critical medical devices, subjecting customers to people who are extremely difficult to understand and are ESL. On 7/9 I had 2 sensors left in an order of 9. They both failed that morning and were completely missing the cannula wire when I took them off. I immediately called and ***orted this and asked for ***lacements to be overnighted as my *** is in a different city and this option had always been available before. I asked to be transferred from an imbecile *** to a Supervisor after this was balked at and I was told 3-4 days. The supervisor **** then apologized and said it would in fact be overnighted. She said worst case it would ship out 7/10 and be there 7/11. Over the next 5 day I went through pure h*** with these ***************** birthday BTW is 7/10. I called ***eatedly when the tracking # was still not populating many days later. The people there are so stupid nobody could even accurately describe what the issue was or what contributed to the delay nor did they care whatsoever or take any additional steps to communicate with their shipping team. When it finally came, a supervisor said they had actually discontinued the overnight option awhile back. A company that makes many Billions per year and this is a critical medical device? My blood sugar went to over 400 multiple times during this and I was basically bed ridden 5 days while waiting. Furthermore, the shipping status was for overnight...so these c** guzzlers dont even know whats what.

  Business Response

  Date: 07/24/2025

  Hello ******,
  
  Thank you for sharing your experience with us. We understand how important it is for the product to operate as expected and the frustration when those expectations are not met. 
  
  Our Customer Success team preformed a thorough review of the account in question.  The review process has confirmed that all required replacements have been provided and at this time no additional replacements are warranted.
  
  Our training and technical support teams are experienced in assisting consumers with improving the performance of the product with information and strategies on best use and practices, reducing the frequency of errors and need for replacements. We encourage you to take advantage of these free services to get the most out of your G7.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:07/15/2025

  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.

  Dexcom's Stelo continuous glucose monitor claims to accurately monitor blood glucose levels. However, when I tested my fasting blood glucose level, Stelo's results were 78 mg/dl versus the results of my True Metrix blood glucose meter of 99 mg/dl. Stelo's results were off by more than 20 mg/dl, which is significant.Separately, I cannot access my Stelo account online. Although I created an account with a username and password, the website refuses to accept my password.On the Stelo app, I was prompted to enter my phone number, but when I attempted to, I was unable to do so.Finally, it is very difficult to get in touch with their product support. Their phone number is not listed on their website.

  Business Response

  Date: 07/17/2025

  Hello Ngana,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor. Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. This includes providing replacements in a timely manner. 
  
  Your concern has been received, and you can expect to be contacted within 48 hours.
  
  Thanks,
  Stelo Support

• Initial Complaint

  Date:07/12/2025

  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.

  Dexcom repeatedly fails its customers and is not taken into account for it. I am on my 4th failed or inaccurate sensor in my current 3 month order which means that due to Dexcom manufacturing subpar items, the cgm that tells my pump how much medicine to give me is inaccurate and the product I pay dexcom to help keep me alive is actually making my health worse. I am out of cgms due to the repeated failures, and Dexcom can only get me a sensor by 3-4 days from my call (called on Saturday, replacement to be sent by Wednesday/Thursday). It is dexcoms job to figure out how to replace these sensors at minimum 1-2 days when their product is at fault for the issues.

  Business Response

  Date: 07/14/2025

  Hello ****,

  Thank you for sharing your experience with us. We understand how important it is for the product to operate as expected and the frustration when those expectations are not met. A member of our escalations team attempted to contact you today, 7/14/25,regarding your concerns. 
  
  As the product is a subcutaneous medical device, the performance can vary from one consumer to the next. Our training and technical support teams are experienced in assisting consumers with improving the performance of the product with information and strategies on best use and practices, reducing the frequency of errors and need for replacements. We encourage you to take advantage of these free services to get the most out of your G7.
  
  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair 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 purchased a Stelo by Dexcom. I inserted the devise and after 1 day it gave me an error message that stated "session ended early". I informed the company and they mailed me a new devise. That devise was also defective in that it would not deploy. I informed the company and they sent me a return kit to which I returned the defective devise, however they did not send me a replacement or refund me the cost of the devise. I cannot reach anyone by phone. The Dexcom customer service phone agents stated that they do not handle Stelo customer service and that I can only submit my issues via the "Stelo Chat Bot" on their website. I've been trying for weeks and Chat Bot on the website is of absolutely no help.

  Business Response

  Date: 07/10/2025

  Hello ****,
  
  Thank you for providing feedback regarding your Stelo Glucose Biosensor on July 10, 2025. Rest assured that our leadership is constantly looking for ways to improve our customer service and overall product satisfaction. This includes providing replacements in a timely manner. 
  
  Your concern has been received, and you can expect to be contacted within 48 hours.
  
  Thanks,
  
  ***

  Customer Answer

  Date: 07/10/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ***********
  
   
  

• Initial Complaint

  Date:07/06/2025

  Type:Service or Repair 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.

  Dexcom makes a wearable glucose meter and handheld receiver that receives a signal from the meter and shows your current blood glucose level. When your glucose level becomes too low or too high the receiver puts out an audible alarm to alert you to what could be a dangerous medical condition. I received a letter from Dexcom stating that the model receiver I have may be defective. The letter stated that the receiver may NOT send out the appropriate audible alarm warning that my glucose levels are too high or low. This can result in serious medical consequences.Following the instruction in the letter, I went to a Dexcom website and entered the serial number of my receiver and was informed that my receiver was potentially defective. The letter instructed me that if this was the case, I could contact them by calling a number that was manned 24 hours a day, seven days a week.I have been calling this number for two weeks trying to make contact with Dexcom. The recording states they have long wait times and they will call my number back. They have failed to do so a number of times. I have waited on hold for up to 30 minutes more than once, only to be disconnected. I fear that if this receiver is not replaced in a timely manner, it will fail while I'm asleep and not alert me to a potentially life threatening situation. I depend on this receiver to help me maintain a healthy blood glucose level every day. Dexcom has failed to live up to their agreement to provide a timely response to this issue and their failure to do so is placing me in a dangerous situation.Please reach out to Dexcom and help me resolve this issue before I suffer a potential life-threatening situation.Thank you for your help in this manner.

  Business Response

  Date: 07/08/2025

  Hello, 
  
  Thank you for contacting us. A follow up has been provided regarding your concern.Information has been sent your email address on file with Dexcom. We appreciate your understanding and look forward to serving you as valued Dexcom customer. 
  
  Thank you, 

  Dexcom Care

  Customer Answer

  Date: 07/10/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *******
  
   
  

• Initial Complaint

  Date:07/05/2025

  Type:Service or Repair 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.

  This is a critical part of my childs health. We have spent a lot of money to try and ease the burden on him. The fact that at least 30% of these products fail and theyre very expensive is unacceptable. We pay a premium to try and make life easier on our child and These products shouldnt fail at this rate.

  Business Response

  Date: 07/11/2025

  Hello ******,

  Thank you for sharing your experience with us. We understand how important it is for the product to operate as expected and the frustration when those expectations are not met. A member of our escalations team contact you today, 7/11/25, regarding your concerns. 
  
  Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. This includes providing replacements in a timely manner and communicating in a clear and effective manner. The feedback you shared provides us with the opportunity to learn and improve the overall customer experience. 
  
  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 07/11/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:07/04/2025

  Type:Service or Repair 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 subscribed to Stelo/Dexcom sensors in the past. I had repeated sensors shipped to me that were defective and didnt work; so many I ended my relationship with the company because of it. They recently rolled out an integration with Oura and both being such expensive companies, I assumed Dexcom got the business together and started producing working sensors but I was wrong. I ordered my first box and received in on 6/25/25. I immediately put one on and after 30 minutes it still wasnt Bluetooth connecting to my phone through their app. I reached out for support. We went theough multiple options to get the sensor to work but nothing hedged so they advised I remove it, replace with the other sensor, and theyd ship me a replacement. Over a week later of business days and I still dont have my replacement sensor so I reached out to support on 7/3/25 to find out what was going on. I was advised the claim was being reviewed instead of actually replaced and Id hear back via email for that claim and the claim I had to file on the second sensor because for more than 24 hours it was throwing incorrect readings that were verified by an independent blood glucose reader, multiple times. I just received email contact that one of my claims were declined, when both are 100% out of my control and on the company. I have wasted money on a product they told me to trash and would replace, but they lied to me and Im out the money. ID ********** is the case they declined even though I followed their support instructions precisely. They wont provide me with the chat dialogue because it would prove they lied to me. You should ask for the dialogue because it promises me a replacement sensor. The lie detector determined that was a lie.

  Business Response

  Date: 07/08/2025

  Hello ********,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor. Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. This includes providing replacements in a timely manner. 
  
  Your concern has been received, and you can expect to be contacted within 48 hours.
  
  Thanks,
  
  ***

  Customer Answer

  Date: 07/08/2025

  Ive heard that already. Every time a case is submitted you notify the customer the case will be decided within 1-2 business days. I firstly, wasnt aware a case was being opened, I was told simply that I would be receiving a replacement, which I have not. Please provide the chat dialogue as requested which will prove this. Secondly, said case had to have been opened on June 25 because thats when I received my package and inserted the sensor that didnt work. 2 business days from that is June 27, but I wasnt contacted letting me know that my case is declined until the day I created this case with the BBB, July 4. You have had PLENTY of 48 hours. 

  Business Response

  Date: 07/09/2025

  Hello ****,
  
  Thank you for providing additional feedback, and thank you for your time speaking with us. As discussed, a replacement has been booked for your case *************.  Please know that once an issue has been reported, the case will be submitted for confirmation and validation. The review process may take several days, depending on the complexity of the issue.
  
  Rest assured that the update on the remaining case will be sent to your email.
  
  Thanks,
  

  Customer Answer

  Date: 07/19/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********* **********
  
   
  

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair 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 brand new Dexcom G7 receiver is defective. The speaker doesnt work. It fails the speaker test, and only emits sound when pressure is applied directly to the speaker, making it completely unreliable in life-critical situations like detecting dangerous blood sugar levels while Im asleep. This isnt a minor inconvenience, its a potentially life-threatening failure. After being stuck on hold for over an hour, Dexcom approved a replacement only after dragging me through an exhausting and unnecessary troubleshooting process. Then, nothing. No confirmation, no follow-up, no shipment. When I contacted chat support, I was met with robotic account verification and zero urgency. I was told some vague department is now reviewing my case and will make a decision in 2472 hours - as if theres even a question about whether a non-functional medical device should be replaced. The product is broken. It is dangerous. There is no decision to make. Still no email. Still no tracking number. Still no working receiver. Ive been on hold again for over an hour trying to reach a human being. Dexcom markets itself as a leader in diabetes care, but my experience says otherwise. Your quality control is clearly failing, and your support process is indifferent at best, negligent at worst. People rely on your devices to stay alive. If this is how you handle serious safety issues, you have no business being in the medical device industry. Im now actively considering switching to a competing system. Libre may not be perfect, but at least Id be using a device that works and backed by a company that seems to care. Get your act together. Ship the replacement. This isnt a request. Its your responsibility.

  Business Response

  Date: 07/30/2025

  Hello *******,
  
  Thank you for sharing your experience with us. We understand how important it is for the product to operate as expected and the frustration when those expectations are not met. A member of our escalations team attempted to contact you today, 7/20/25,regarding your concerns. 
  
  Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. This includes providing replacements in a timely manner and communicating in a clear and effective manner. The feedback you shared provides us with the opportunity to learn and improve the overall customer experience. 
  
  FedEx records show your replacement receiver was delivered on 7/14/25.
  
  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 07/30/2025

  I saw the call but chose to not pick it up, as I had already spent hours on the phone getting the issue sorted out weeks ago. Apparently, my meter was part of a huge recall, and I never received an email notifying me of this. Of course, I did receive a "followup" email about the recall, which is written as if I somehow got the initial one (again, I didn't), and I can confirm that the replacement receiver works without issue so far. I now understand the delay I experienced was due to Dexcom handling all of the other recall requests, but I would have appreciated some sort of status update, or perhaps a way to automate the replacement process - given the circumstances and the grave nature of our reliance on these devices. Something for Dexcom to think about for the future.... but of course, I hope this doesn't happen again. 

  ****