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:09/04/2025

  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: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.

• Initial Complaint

  Date:08/12/2025

  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.

  Transaction date: 8/8/2025 Purchased a set of glucose monitors. Put one on arm and it won't pair with my phone. Been trying to contact customer support and only getting a response from AI and have not been able to talk to a person.I don't know if I should remove the device and try another. If it's removed, it can't be used again. I don't know if I'll be able to get a refund or a replacement since no one will answer. I opened a case, but they said it would be 2 days to get back to me. The device only works for 15 days. If I could get more information to know what to do, I wouldn't file a BBB complaint. But as it stands I don't know what else to do.

  Business Response

  Date: 08/13/2025

  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:08/06/2025

  Type:Sales and Advertising 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 had no problems getting replacements for faulty sensors the first six months I used, so I purchased 400$ worth of sensors. My latest failed 2 hours after inserting and I was denied a replacement. I tried to cancel my order (literally less than an hour after being placed and I chatted in as soon as they opened at 8am) and got told to get f****d essentially. Honestly probably going to refuse delivery and chargeback. Its fine when the sensor is bad and gets replaced. But Im not gonna eat $50 everytime one of their sensors fails and I have zero confidence in customer service. ****** ********************** **************** and save yourself the trouble.

  Business Response

  Date: 08/12/2025

  Hello Devyn, 

  
  Thank you for contacting us. We tried to reach out to you via phone call and sorry we missed you. Information has been sent to 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 

  Customer Answer

  Date: 08/12/2025

  
  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:08/06/2025

  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 using STELO devices for a long time. On occaision a device would fail. Lately, in the past several months, more and more devices fail or fail prematurely. Dexcom was pretty good intitlaly about replacing them. Now, they simply discount your complaint and tell you too bad. At ***** per device twice a month, this adds up to quite a loss for the consumer.

  Business Response

  Date: 08/06/2025

  Hello Ed,
  
  Thank you for providing feedback regarding your Stelo Glucose Biosensor on August ******. Rest assured, our leadership team is continually seeking ways to enhance customer service and overall product satisfaction. 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:08/05/2025

  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 the Stelo continuous glucose monitor (CGM) with the expectation of accurate glucose readings as advertised. However, after using the product, I found the results to be consistently inaccurate and unreliable in some cases showing large discrepancies compared to finger-stick tests or other CGMs.I contacted the company regarding the issue and requested a return or refund. Unfortunately, I was informed that Stelo does not accept returns, regardless of product performance. This is highly unreasonable, especially for a medical device that directly affects health decisions.Selling a product that does not meet basic accuracy standards and refusing to issue refunds is unacceptable. I believe this is a case of misleading marketing and unfair business practices. I am filing this complaint in hopes that others will be warned and that the company will be held accountable.

  Business Response

  Date: 08/06/2025

  Hello Fan,
  
  Thank you for providing feedback regarding your Stelo Glucose Biosensor on August ******. Rest assured, our leadership team is continually seeking ways to enhance customer service and overall product satisfaction. 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:07/31/2025

  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 am a type 1 diabetic, have been since 1989. This past November, I started using a new insulin pump, the tandem t slim. To get the most out of the pump, I also use a cgm (continousl glucose monitor). The cgm is use is manufactured by Dexcom, the G7. Since I've been on this, I've been having many sensor failed messages. I call them to have a replacement sent. My insurance measures to the day when I'm allowed to have my supply refilled. This is a major concern considering it involves my health.

  Business Response

  Date: 08/06/2025

  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, 8/6/25, regarding your concerns. 
  
  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:07/17/2025

  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:07/16/2025

  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 was switched from the Libre 3 to the Dexcom g7 about a year ago due to going on an insulin pump. Since then it has been nothing but problems with the Dexcom g7. It is wildly inaccurate and has caused my pump to drop my blood sugar to dangerous lows due to its accuracy issues. I have recently had to have 2 months worth of sensors replaced. I recently called Dexcom about this issue and asked for a trial of the Dexcom g6 to see if it works better because at this point I fear going to sleep with the g7 on at night. They have refused and were less than helpful. This device is DANGEROUS its going to kill someone one day!! I expect Dexcom to do everything in their power to ensure the safety of their customers over pushing a new product.

  Business Response

  Date: 07/23/2025

  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.  In addition, a G6 sensor was also provided per your request.

  Should you choose to switch to the Dexcom G6 sensor, your *********** Provider simply needs to create a prescription for this 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 G7.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 07/23/2025

  I am rejecting this response due to conduct of the *** that contacted me yesterday, and the flat out lie of a response above. I was verbally abused and called a liar. I was told that my experience with the g7 was unimportant because He wore the g7 and had no issues with inaccuracy so my 7 ***lacements in 2 months couldnt possibly be the sensor. He then blamed me for the Dexcom failures!! Also, the fact that I have received anything from Dexcom is a flat out lie. He ***eatedly told me he couldnt provide a g6 without a prescription but they do so with the g7 quite frequently and they advertise it on their website! 

  Business Response

  Date: 07/30/2025

  Hello ******,

  Thank you for sharing your experience with us.  We are sorry to hear of the challenges you recently experienced with the Dexcom product and that you an unsatisfactory interaction.  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 G7.
  
  Thanks,
  
  ***

  Customer Answer

  Date: 07/31/2025

  Dexcom has still not addressed the complaint issue at all. After the previous experience they have made No attempts to contact me to address the issue. I can only assume that customers experience is not a priority.