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:09/30/2025

  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.

  My sensor failed on day 10 of 14 days. It stated connectivity error please wait three hours. I waited 24 hours and the issue never resolved itself. Now Dexcom/Stelo refuses to replace the sensor. They claim they are unable to verify the issue even though I offered to return the entire sensor back to them for review.

  Business Response

  Date: 10/01/2025

  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

• Initial Complaint

  Date:09/23/2025

  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 on the Dexcom G6 for about 10 years. I have come to enjoy the piece of mind of having an accurate sensor to detect hypoglycemia before it happens. It was a game changer and lowered my A1C. I have recently "upgraded" to the G7 and have experienced countless problems, most of them centered around connectivity and the "invalid pairing code" alert. I call customer service each time, speak to your drones, and they send out another defective G7 every time. I have wasted too much of my own time reporting problems with your product. I had on two occurrences where the sensor read low and the *** reading was actually very high. On one occurrence it was 297 mg/dl. If I had treated that, I probably would've been hospitalized for ***. An inaccurate sensor is useless. You may as well not wear one at all. These are issues that are putting lives at risk. It is my opinion that the G7 never should have received approval from the ***, and how it has not been recalled is beyond me. I used to be one of Dexcom's biggest supporters, but now I wouldn't recommend your product to anyone

  Business Response

  Date: 09/30/2025

  Hello *****,
  
  Thank you again for sharing your experience with us. We are sorry to hear of the ongoing challenges you have experienced with the Dexcom G7 product.  We understand how important it is for the product to operate as expected and the frustration when those expectations are not met.  I am happy that we were able to discuss these challenges in detail today.
  
  Rest assured our leadership is constantly looking for ways to improve both our products and the customer service that we provide.  Your feedback provides us with the opportunity to review our interactions with you and improve on future interactions.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:09/23/2025

  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 purchased a Stelo continuos blood glucose monitor from Dexcom's stelo website in August, 2025. My first monitor worked well and had no malfunctions. My second monitor has major malfunctions. It has consistently read 30 points too low or 30 points too high when I double check using finger sticks. This has made the monitor useless as the errors are wide. The monitor has not had pressure applied to it and these issues occurred after the 24 hour warm up period. I contacted Stelo customer service and talled to a bot, which was not helpful. I asked to speak to a customer representative who was supposed to be a live person but I'm certain was STILL a bot. It encouraged me to file a support ticket and sent me a link. It's been nearly a week and no one has reached out to me. I want a replacement monitor. It is not working. Case Id # **********

  Business Response

  Date: 09/25/2025

  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

• Initial Complaint

  Date:09/22/2025

  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.

  I paid for my first 3-month Stelo subscription on June 27th, which also included automatic renewal. I cancelled my automatic renewal on Sep 22nd, 5 days before the end of 3 month period. However, Stelo still charged me $275 for next 3-month subscription. And even after multiple calls and online chats, they refuse to refund/cancel this subscription or issue a refund. I have not received the new set of glucose monitors. Most likely, they are yet to ship them. I also offered to courier it back to them if and when I receive them. Still, they insist the credit card charge cannot be refunded. There is no customer service email to log my complaint either. Very rude experience on phone or chat. My worst-ever ... stay away from them.

  Business Response

  Date: 09/23/2025

  Hi Pradeep,

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

• Initial Complaint

  Date:09/15/2025

  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.

  On 8/19/25 I was charged $198 for a shipment of Dexcom monitors after I had attempted to cancel my subscription. When I had attempted to cancel my subscription prior to 8/19, the website did not show that I had a subscription to cancel. On 8/19, I used the chatbot on the website and was told that I needed to login using my phone number instead of my email in order to correctly see my account/subscription information. Then I was told that their policy is that orders that are part of a subscription cannot be cancelled for any reason. And in this case, the issue is with their website and it's missing subscription information as seen in my attachment. I was then told in the chat that my subscription was cancelled. However, on 9/15/25, I received another email that more monitors are being shipped. I looked again at my account and I see no subscription, or even any accounting of the monitors that were sent in August. This company does not forewarn customers of upcoming subscription orders and then does not allow you any opportunity to cancel or refund.

  Business Response

  Date: 09/17/2025

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

• Initial Complaint

  Date:09/04/2025

  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.

  Stelo stopped working after 4 days and would no reconnect.

  Business Response

  Date: 09/05/2025

  Hello *****,
  
  Thank you for providing feedback regarding your Stelo Glucose Biosensor on September 5, 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.

• Initial Complaint

  Date:09/04/2025

  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.

  I purchased a Dexcom Stelo glucose monitor from the Dexcom website for $99. Yesterday I tried to use the glucose monitor and it does not connect to my phone as intended, so the device does not work. I contacted Dexcom through their customer service bot as instructed by **********************. The bot could not fix the broken monitor so it gave me a ***** number to call and when I did the person said that they were not the help number for the Stelo monitor and I needed to contact the bot on the website. Getting the runaround from a big company whose products dont work and dont want to give refunds is not new. Hopefully you can help me get my money back for this scam product. Thank you for your help,***** ******

  Business Response

  Date: 09/04/2025

  Hello ***********,
  
  Thank you for providing feedback regarding your Stelo Glucose Biosensor on September 4, 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,

• Initial Complaint

  Date:09/02/2025

  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.

  In the last month I have had to replace my G7 CGM five or six times. These sensors are supposed to last 10 days each. I have tried to call the corporate office number but their phone system will not allow you to speak with anyone there. The customer service personnel (they have their own number) will only replace the sensor. The customer service people are in a call center. They only thing they do is to replace the faulty sensor. The current sensor I have installed (for one week - it is supposed to last ten days) is giving very erratic readings, loss of signal (even though my paired watch is on my arm and my paired phone is less than three feet from my sensor), multiple "Brief Sensor Issue" that lasts anywhere from ten minutes to two hours. The only thing the customer service **** (and their supervisors) will do is to apologize and send out a new sensor. . It seems no one at the company, other than the customer service call center is willing to speak with a customer.

  Business Response

  Date: 09/22/2025

  Hello ******,
  
  Thank you for sharing your experience with us. It was a pleasure speaking with you today and again we are sorry to hear of the challenge you experienced the Dexcom G7 CGM. Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. 
  
  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 Dexcom.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 09/26/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  O also received a phone call from someone at Dexcom's corporate office. Based upon the phone call I find that this resolution  satisfactory to me.  
  
  Regards,
  
  ****** *******
  
   
  

• Initial Complaint

  Date:08/24/2025

  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 a 3-month subscription for $252. That is $42 per sensor. I had one that never linked to the app via Bluetooth; it searched for over an hour, and I followed each of the suggested steps to connect it. Gave up and used a new one, which worked right away. I filed a chatbot ticket, and they said I "qualified" for a replacement. ID was **********, filed on August 21, approximately three days after the failure. That replacement arrived on August 23.Meanwhile, earlier on the same day (August 23, around 12:29 a.m.), the new sensor stopped sending readings after only five days of use. I waited overnight, gave up, and used yet another sensor. I filed another ticket, and this time I was "not eligible" for a replacement. They told me they were "unable to validate your product issue." ***!?! It STOPPED WORKING! That is hard to validate?! So now I have to eat ten unused days of a sensor (MONEY!) because of . . . why?! For these last two sensors, there are only five working days out of the expected 30 days. The replacement gave me back 15 of those, but that is incidental to the product's quality overall. That's still a lot of money out of pocket. Product quality is going downhill. I have had sensors fail in the past, but like once a year. Not two in a couple of weeks! Ugh . . . That chatbot is useless. I took screenshots of the app that informed me about the failure, including the duration, date, and other details, but the chatbot is unable to allow uploads. There is NO way to offer any proof. I do not know how they can "investigate" anything on their end. The recent case ID is: ********** Interestingly, if I read the ticket numbers correctly, in the three days between my two tickets, ***** NEW TICKETS were created! This is a terrible indictment of this product and/or customer service. Likely, as I know, it is both. Yes, they sent one replacement, but then they arbitrarily denied another one even though it was their product that failed - both times.

  Business Response

  Date: 08/25/2025

  Hello ****,
  
  Thank you for providing additional feedback regarding your Stelo Glucose Biosensor on August 25, 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.
  

  Customer Answer

  Date: 08/28/2025

  They tried to reach me from a phone number that did not identify their company, so I did not answer because of the many spam calls I get daily. I tried calling back as soon as I heard the voicemail. I called the number they called from, as they left no call back number in the voicemail. Strangely, Dexcom support answered (Stelo is owned by Dexcom) but she said they could not help with Stelo issues. On further chatting, she said that Stelo does not "take calls" and she had no number to offer, and per emails she has received from the higher *** as a call-center **** she was instructed to offer only the suggestion that I try through the website. I already tried that, and that is why the BBB was asked to try to mediate a response from Stelo who seems intent on isolating themselves from customers. Ridiculous. 

  Business Response

  Date: 09/01/2025

  Hello ****,
  
  Thank for providing additional feedback regarding your Stelo Glucose Biosensor.Our team tried reaching you but were routed to voicemail in all attempts, we sent you an email regarding your concern. This has been received, and We will try again after the holiday.
  
  You can also reach live support via ******************************, use SteloBot and click on connect with a live agent from Monday-Friday (Except holidays) 9AM-5PM PST.
  
  Thank you.

• Initial Complaint

  Date:08/23/2025

  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.

  The Stelo app that communicates with Stelo sensor froze and kept returning me back to the to the same start, when reloaded the app it lost contact with the sensor and didnt connect for days while I waited for Stelo to return the message and request for a new sensor.Before the above malfunction, the first sensor caused bleeding even though I placed it in the recommended location on back of arm, I had been successful previous sensors from Stelo , this situation was a problem that caused me to remove 2 sensors rendering them useless. I requested replacements and their automated system is useless and ends the case without explanation or resolution.

  Business Response

  Date: 08/25/2025

  Hello *****,
  
  Thank you for providing additional feedback regarding your Stelo Glucose Biosensor. 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.