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:01/15/2025

  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.

  Im a Dexcom user for the last 4 years. All of a sudden my sensor is not pairing with my IPhone which they need to do to see ur sugar levels I call Dexcom and the *** tells me iPhone is only compatible up to 17 iOS update and ***** just updated 18ios to my phone So he said I need to purchase a receiver and would transfer me to sales. Sales sold me a receiver for $309 (normally $400). Received the receiver today. Also incomparable because both sensor and receiver pair through Bluetooth on iPhone I would think the Dexcom personnel would have thought of that before selling me their product. Im on ******** and love my Dexcom and would like it to work on my phone and refund the receiver they shouldnt have sold me since I told them the issue

  Business Response

  Date: 01/22/2025

  Thank you for sharing your experience with us. We are sorry to hear of the challenge you recently experienced with obtaining the Dexcom overlay patches.  A member of our escalations attempted to make contact today, 1/22/25, regarding your concerns.  The I-Phone with the iOS reported in your complaint is in fact compatible with our app.  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,
  
  *******
  
  

• Initial Complaint

  Date:01/15/2025

  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.

  As a T1D I utilize a Dexcom G6 sensor. It has been instrumental in improving my care. I have utilized Dexcom for the last ***** years and have yet to my supplies last prior to my order being filled. In the spring, I was diagnosed with breast cancer and I needed to have a number of x-rays prior to my surgery as well as after. I have been instructed to not wear a sensor or pump for these types of tests because it will hurt the technology of the equipment. I must call to speak to a representative since the online option seldom works. Today, I needed to request two sensors one due to a dexa scan and one for the application not holding after insertion. They were refusing to replace which causes undue stress to me since I am on a hormone suppressor and have additional needs to manage my sugars. I wasted ***** minutes with a woman who refused to answer basic questions. I then spoke to ****, a "supervisor" who refused to replace the sensors. He laughed at my upset tone telling me that it does not matter what the reason for additional tests; I have received 3 additional sensors over a 1 year time period. He was extremely dismissive of my breast cancer diagnosis and clueless of the necessity of a sensor for a T1D with this condition due to the hormone medication. The cost of the G6 sensor and transmitter for 90 days is $1,111. That is $4444 for just one diabetic. Let's do the math on their profit. This is my life - the quality and longevity of it. The better care I take of my sugars the less medical needs I will have. Their policy is punitive and represents their greed. This truly is a life or death situation. To then have to listen to an arrogant supervisor laugh at my stress is completely unacceptable and infuriating. I am looking into all of my options, legal is top on my list.

  Business Response

  Date: 01/22/2025

  Hello ********,
  
  Thank you for sharing your experience with us.  It was a pleasure speaking with you on January 15, 2025.  As you know, the requested replacement sensors have been provided.  In addition,requests for additional replacement sensors due to your current medical situation will be escalated to for approval. Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  ****

  Customer Answer

  Date: 01/29/2025

  
  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:01/14/2025

  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 had two Stelo sensors in a row malfunction immediately after insertion. the first within hours and the second unit never connected and told me to insert a new sensor. You cannot speak to a live customer service *** so you must deal with the ** chat bot that has canned responses. The first claim I made was never addressed, no response. The second claim denied stating " We have completed the investigation into the case and are unable to validate your product issue. At this time, we will not be issuing a ***lacement sensor".I will not be purchasing from a company that will not stand behind their product. The sensors cost $89.

  Business Response

  Date: 01/17/2025

  Hello ********,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Tuesday, January *******. Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. 
  
  Your concern has been received and promptly forwarded to our dedicated Stelo Technical Support team for further assistance. You can expect to be contacted with 48 hours.
  
  Thanks,
  
  *******
  Dexcom Global Technical Support  

• Initial Complaint

  Date:01/14/2025

  Type:Delivery 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.

  Dec 31, 2024 - Called Dexcom after having several sensors fail for the G7 pair issues. Jan 2, 2025 - Called Dexcom again after another two failed sensors from the same batch. Received two separate order numbers. Dexcom is refusing to replace entire batch and requring individual complaints for each sensor in the Lot. Received one sensor on 01/07/25. No updates regarding the 31st with the three sensors.Jan 5, 2025 - Called and ordered a replacement for another sensor in the same lot that was having sensor pair issues. No tracking for 12/31/24 or second order on 01/02/25.Jan 6, 2025 - Called and ordered a replacement for the same lot. Same issue. No tracking for 12/31/24, 01/02/25, or 01/05/25.Jan 9, 2025 - Called and ordered a replacement for the same lot. Same issue. No tracking for 12/31/24, 01/02/25, 01/05/25 or 01/06/25.Jan 13, 2025 - Received tracking information for sensor ordered on 01/06/2025 via email, arrival time is 01/18/25 which is after the expiration of the one received on 01/07/25. No tracking for 12/31/24, 01/02/25 or 01/05/25.Jan 14, 2025 - Called and advised the same responses as prior calls - Escalation team has it, no way to speak to them. No way to expedite. Each lot as 9 sensors. Dexcom is requiring an individual call for each sensor that is confirmed pairing issues, which requires insertion to confirm before they will issue a new sensor, despite having verification that the entire lot is disfunctional. Dexcom refuses to provide escalation contacts and provides the same response every phone call that the missing orders from 12/31/25 (of 3 sensors) and 01/05/25 are with their "escalation team" however there is no way to speak with their escalation team. They have advised that there are shipping issues, yet I receive sensors ordered after and inbetween. I am stuck managing multiple order numbers since they refuse to replace the lot. Asking for a supervisor results in hold times of several hours or they do not return phone calls.

  Business Response

  Date: 01/17/2025

  Thank you for sharing your feedback with us.  A member of our escalations team attempted to contact you today, 1/17/25, regarding your concerns.  We apologize that we were unable to reach you.
  
  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. 
  
  We encourage your continued use of the ***** website to track the replacement shipments detailed in your complaint.  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:01/10/2025

  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 am a Type 2 diabetic, not on insulin. I started a subscription for Dexcoms Stelo in September of 2024. It is $89 per month for 2 sensors. I had 2 sensors fail, and Dexcom replaced them. These failures start with glucose readings 40+ points below finger stick readings, then progress to intermittent reading skips and finally complete failure of the device before the 15 day life of the device. When the third device failed, I opened a support ticket. No response. When I asked for a follow up, the support bot told me the case was closed and to refer to the email for the reason. No email was received, so I opened another ticket asking for the resolution to the first ticket (a very annoying automated process that repeats the same canned answers over and over).Today, I received a resolution email stating a replacement has been denied because I have reached the maximum number of replacements. This is unacceptable, especially at this price point. Why am I penalized for a product that fails? How can this company expect customers to continue paying $89 per month for devices that are that inaccurate and/or completely fail prematurely?

  Business Response

  Date: 01/14/2025

  Hello *******,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Saturday, January *******. Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. 
  
  Your concern has been received and promptly forwarded to our dedicated Stelo Technical Support team for further assistance. You can expect to be contacted with 48 hours.
  
  Thanks,
  
  *******
  Dexcom Global Technical Support  

• Initial Complaint

  Date:01/07/2025

  Type:Delivery 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.

  Ordered Stelo product, selected 2 day shipping on the 19th of July (Website indicates will ship same day if ordered before 10 am). Did so, and product arrived December 30th. I reached out and was told there were no refunds. Ive since been ignored by all customer service. Im requesting compensation as I paid for a service that was not provided with my Stelo product.

  Business Response

  Date: 01/10/2025

  Hello *****,

  Thank you for contacting us. We sincerely apologize for the delay in the delivery of your order. We understand how important it is for you to receive your biosensors promptly.

  We show that you placed your order on 12/19/2024. Our shipping carriers continue to work through high order volumes due to the holiday season. Weve been closely monitoring the situation and are doing everything possible to deliver it to you as soon as possible.

  Per your request, Stelo purchases are final, and we do not offer refunds, returns, or exchanges. Please refer to our policy [FAQ:What is Stelos return and warranty policy?] for more details.

  If you have any additional information, please feel free to visit our website at ********* for more details.
  

  
  Thank you,
  Stelo Support

• Initial Complaint

  Date:12/31/2024

  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 received the Dexcom G7 approximately seven weeks ago, upgrading from a Dexcom G6 and have replaced 4 Sensors. The company is now stating that since I am having a reaction to their faulty sensor adhesive, I should have been purchasing an additional product not offered by them all along to make sure the sensor stays attached. I have reached out each time I had a sensor fall off and told them Exactly what I was using and now that I escalated my problem because they only replace 3 sensors in 12 months regardless of it been their faulty merchandisenow after my fourth failure their is a cure if I purchase something not even offered by Dexcom? Wishing tandem pumps would work with another company because this is an astounding failure on Dexcom. **************** is beyond lacking as well.

  Business Response

  Date: 01/06/2025

  Thank you for sharing your experience with us. We are sorry to hear of the challenge you recently experienced with the Dexcom product. 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, 1/6/25, regarding your concerns.  A replacement G7 sensor request has been submitted for further review. 
  
  Dexcom sensors have an adhesive patch to keep the sensor on your skin, but since skin types vary, you may notice that your sensor patch begins to peel off before the end of your sensor session. By carefully following the insertion guidelines and making use of a sensor overpatch, along with taking some extra precautions, you can help ensure that your Dexcom sensor stays securely in place for the entire session. You may also consider using additional adhesive supplements for added support. For more tips on how to keep your sensor on for the entire session,you may visit the Dexcom *********** at: *************************************************************** and *******************************************************************************************************************

  
  In situations where your sensors adhesive does not maintain its operational capacity for the designated period of up to 10 days, Dexcom will investigate and issue replacements of any sensor that we confirm are failures of the product (or sensor adhesive) itself during this time. For further details on the sensor replacement policy, please visit Dexcoms Sensor Replacement Policy at : ***************************************************************************;
  
  Thanks,
  
  *******

• Initial Complaint

  Date:12/30/2024

  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 purchased a continuous glucose monitor (GCM) for $99 from ***** on their website and havent received the product. Three day shipping is included in the purchase. I called ***** customer service and no one could help because this specific model, Stelo, has a separate customer service system. I can only speak to a robot called SteloBot for service. Apparently, the robot sends a ticket to a representative and they will reply with an email. I havent received any email communication from someone at *****. The order tracking web page on the Stelo website does not work. And, when I log into my online account the order is not in my order history.

  Business Response

  Date: 12/31/2024

  Hello *****, 
  

  We sincerely apologize for the inconveniences you have experienced. Please know that your experience and feedback have been shared with leadership team. We are taking that information and diligently working to improve processes to ensure our customers have a great experience with Stelo.

  We noticed that you mentioned not receiving a confirmation regarding the case you had created with the Stelo Bot.?Our system may take up to 24 hours to process and send out confirmation emails that includes the case number. If you still have not received your confirmation after this period, please check your spam or junk mail folder, as sometimes these emails may be redirected there. 
  
  Once you received the order confirmation email, you can follow these simple steps to track your order: 
  
  Go to?Order Lookup page.? 
  
  Enter your email address and order number.? 
  
  For additional information, visit our FAQ: Q: Where is my Stelo order? 
   
  If you have any further questions or need additional information, please feel free to reply to this email. Alternatively, you can visit our website at ********* for more details. 
  
  Feel free to reply directly to this email if you have any additional questions or concerns. 

  Thank you, 
  Stelo Support 

  Customer Answer

  Date: 12/31/2024

  
  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:12/22/2024

  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.

  Dexcom advertised its Stelo product, a non-prescription continuous glucose monitor. I started a subscription with them for the Stelo product. I like the device but was surprised when I started receiving extra CGMs when I hadn't even come close to a month, so no new devices were due to be purchased or shipped in the subscription. 31 Aug 24 21 Sep 24 29 Sep 24 <- Extra order I didn't want from the Stelo subscription service 10 Oct 24 < Only 12 days from the previous order!!! What happened to "monthly" subscription!29 Oct 24 <- Only 19 days from previous order!!! And 2nd one delivered in a month for a "monthly" subscription. I tried to cancel my subscription, but was difficult to find, and unable to contact customer service. I called ********************** and they said I had to submit a request to Stelo branch, but ***** has no customer service support, only an online complaint submission for assistance. I received no feedback from Stelo other than they received my request. 20 Nov 24 <- I was finally able to cancel the subscription, verified on my phone app. It took me a couple months to determine that I could not cancel my subscription on the online account. The online account didn't even show my subscription at all. I didn't realize that I had to cancel the subscription on my phone app... Very confusing as I thought the accounts were ********* Dec 24 <- this order was processed AFTER I cancelled my subscription!

  Business Response

  Date: 12/26/2024

  Hello *****,
  
  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,
  Stelo Support

  Customer Answer

  Date: 12/26/2024

  
  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:12/21/2024

  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 user of the ********************** g6 and g7 cgm for nearly a year now. i have cancelled all further shipments as this technology is not reliable as of this time.i have had false warnings/readings as high as ************************************************ the middle of the night with false readings.the unit loses the blutooth connection at times giving out false warnings. (5/10 feet away)the sensor is painful to remove when the 10 day limit expires.I cannot justify ******** covering the cost of thes units.

  Business Response

  Date: 12/27/2024

  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 contacted you today, 12/27/24,regarding your concerns. You shared that you are no longer using the Dexcom product and as such felt there was no reason to share any additional information.  Should you choose to utilize the Dexcom G7 again in the future, we would welcome the opportunity to assist you.  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: 12/31/2024

  I explained to dexcom support personell that their product was reprting false readings and warnings. that their technology was not reliable at this time and I would not be ordering any additional probucts from them. ******** should pay better attention to what they approve to cover in benefits. this product is far from ready for the consumer.

   

  Business Response

  Date: 01/06/2025

  Thank you again for sharing your feedback with us.  We acknowledge receipt of your comments.  Rest assured, Dexcom takes the safety and effectiveness of our products ************ the product is a subcutaneous medical device, the performance can vary from one consumer to the next.
  
  As previously stated,should you choose to utilize the Dexcom G7 again in the future, we would welcome the opportunity to assist you.  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: 01/16/2025

  I have stopped all future shipments of this product as the technology as of yet is inaccurate and misleading.

  will consider alerting ******** as to it covereing this expense