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:12/13/2024

  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.

  1 out of 3 Dexcom 7's that I attach to my body do not work. Your system doesn't recognize them. I even un-installed and reinstalled your app, which has on occasion worked when I did this. This has been an ongoing for two years!I tried to file a complaint through the Dexcom app, but it doesn't not permit me to choose the options in your required drop downs, so I cannot get assistance there. This is frustrating since I will be starting an insulin pump, but do not feel like I can depend on Dexcom to support this.

  Business Response

  Date: 12/27/2024

  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, 12/27/24, regarding your concerns.  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: 12/30/2024

  
  Better Business Bureau:
  
  I called Dexcom back on Monday, 12/30/2024 and explained the issues with their reporting technology site (dropped downs not working, so I couldn't file an issue with them) and plus there were multiple issues with their equipment. I have been informed that they will send me a replacement Dexcom due to the last one not connecting and the needle coming out of the machine when I removed it from my arm.  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:12/06/2024

  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 purchased Stelo Stelo Glucose Biosensor from Dexcom for $99.00 on Nov 26, 2024.I followed all their instructions to install it but the equipment does not work as advertised.I have contacted them multiple times to report the faulty equipment but everytime I get a generic response that they will get back to me in 2 to 4 days.Its been more than 2 weeks and still nothing from them. I tried to contact their customer support but its an automated chatbot and just forwards me toDexcom ********** this point I have given up any hope that Dexcom will resolve this issue. And thats the reson for me contacting BBB.

  Business Response

  Date: 12/12/2024

  Hello ******,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Friday, December 6, 2024. 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  

  Customer Answer

  Date: 12/13/2024

  Dear Better Business Bureau,

  They just keep making false promises/claims. They left a voice a voicemail and when I called back on that number the support person had no idea about the case or anything else about the issue. I do not want to waste my time explaining the issue over and over again. I have submitted the support form online twice already. This is Dexcom's delaying tactics. I would like to get a full refund of the faulty product they sent me. And If I had not filed complaint with BBB they wouldn't have even bothered to look into this matter.

  Best regards,

  ******

  Business Response

  Date: 06/02/2025

  Hi ******, We tried to reach out via email and phone on December 13th to ask you to log in to your account to update your shipping address for a replacement, but we never heard back from you. If you could please log in an add your address to your account and reach back out to us we can assist you.
  
  Thank you,
  Stelo Support

  Customer Answer

  Date: 06/02/2025

  They claim that I did not contact them directly which is completely incorrect. I have contacted them multiple times and have never received anything from them except an automated response. And after multiple tries I gave up.

   

   

• Initial Complaint

  Date:12/02/2024

  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.

  The sensor replacement system is completely broken. I have lived at 3 addresses in the past 2 years and none of them can be found on Dexcom 's replacement system forcing me to have to call into technical support and go through a questionnaire every single time. What's your height and weight, what's your previous address, what's your dominant hand... None of these questions come up if I was allowed to use the website system. Now today, when it asks who is reporting the issue, it won't even allow me to make a choice. I spent 15 minutes on hold at 10 at night and I really don't want to go through conversation scripts and unnecessary probing for information you don't need. I have complained to Dexcom staff at least 6 times with these problems and even though they say "rest assured, this will be fixed by the next time", nothing is ever done

  Business Response

  Date: 12/09/2024

  Thank you for sharing your experience with us. A member of our escalations team attempted to contact you again today, 12/09/24.  We apologize that we were unable to reach you.  If you continue to experience issues with the Dexcom website, please reach out to our technical support team.  Our technical support team can perform trouble shooting steps to correct any issues you may encounter.  
  
  
  Thanks,
  
  *******

  Customer Answer

  Date: 12/09/2024

  I need to speak to somebody with authority to make changes, otherwise it would be like a normal conversation for Dexcom "apologies, escalation, no supervisors, etc.)

  This can actually be mute points if you just fix the Address system on the app and website. It needs the ability to manually enter the address. Because my last 3 apartments didn't "exist" in that system, I was forced to call in and speak to an agent with apologies, scripts and matrixes they have to check off... Not to mention the language/accent barrier. 

  Please fix the address issues and everything will be good. Although you really need to pay attention to what customs want instead of cost effectiveness with bad/unknowledgeable agents that refuse to let you speak to somebody else, that are more focused about keeping the customers "snowed" and happy than actually fixing/helping what needs it. Surveys that don't actually ask anything besides the Matrixes you set for the agents are ultimately a waste of time (especially because EVERY other company does it)

  Business Response

  Date: 02/20/2025

  Thank you for sharing your experience with us.  A member of our escalations team attempted to contacted you today, 2/20/25,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.  We would like the opportunity to speak with you to better understand what error(s) you are seeing and provide our assistance. 
  
  Please reach out to our technical support team at the number provide on our voicemail so that we provided. We are available 24 hours a day for your convenience.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:11/28/2024

  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.

  I just filed a complaint on the stelo device - because it was 30 mg above the number on my glucose meter. I got a new one and it is still the same problem. Please see below. I want to be able to rely on these numbers as I did with the G7 Dexcom and it was continuously off the glucose meter. I would like to get my money back to either get more strips (since they are more reliable) or try a different brand, since I can't afford the G7 Dexcom.

  Business Response

  Date: 02/06/2025

  Hi ****,

  Thank you for contacting us. Information has been sent to your email address on file with Stelo. Please check your spam and junk folders as well. We appreciate your understanding and look forward to serving you as valued Stelo customer.

  Thank you,

  Stelo Support

  Customer Answer

  Date: 02/06/2025

  
  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:11/21/2024

  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.

  Stelo made by Dexcom is 30 points off my glucose meter. I have worn it for three days and when I test it, it's above my glucose meter by 30 points. I cannot rely on it, so I would like a replacement or my money back. I try to log in and the website doesn't work. I called Dexcom and they do not provide any help for Stelo.

  Business Response

  Date: 11/27/2024

  Hello ****,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Thursday, November 21, 2024. 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  

  Customer Answer

  Date: 11/28/2024

  
  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:11/21/2024

  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.

  My recent experience (Oct/Nov 2024) with the Dexcom G7 and their customer service has been nothing short of a nightmare. The sensor's design is fundamentally flawed; it consistently detaches well before the ***-approved 10-day wear period, even when additional adhesives and the provided overlay patch are used. The overlay patch itself deteriorates rapidly, resembling a discolored bandage after just two days of normal wear. Accuracy has plummeted to dangerous levels. The G7's readings often deviate significantly from actual blood glucose levels, posing serious risks for users who depend on precise monitoring. This decline in reliability is unacceptable, especially for those managing chronic conditions like Type 1 diabetes. I had 2/3 sensors that I got for OCT fail due to large discrepancies between the G7 CGM and my capillary blood glucose from my finger stick result. Customer support when contacted has been equally abysmal, refusing to replace my failed sensors and ones that have fallen off far before the expire date. Interactions are often hindered by language barriers, and the recent policy limiting sensor replacements to three instances as a "courtesy" is both inadequate and insulting. As a paying customer, I expect functional products and responsive support, not arbitrary limits on addressing defective equipment.Due to these ongoing issues, I have sold all my Dexcom stock that we have held since 2017 and will be switching our business to different continuous glucose monitoring system for both myself and my daughter. Dexcom once led the industry with quality products and support, but those days seem to be over. It's disheartening to see a company that once stood behind its products now falter so significantly.

  Business Response

  Date: 11/27/2024

  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 attempted to contact you today, 11/27/24,regarding your concerns. We apologize that we were unable to reach 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,
  
  *******

• Initial Complaint

  Date:11/18/2024

  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 purchased the Stelo 2 pack with membership at the beginning of October. My first device works great! I applied the second one, & the sensor filament was inside the the stelo device itself causing a malfunction & unable to use the device entirely. I reported it to Stelo through their bot multiple times without any resolve. They have no customer support. I demand a full refund on my first order due to the inconvenience this has caused along with canceling my membership. I am reporting the faulty product to the *** as well.

  Business Response

  Date: 11/19/2024

  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

• Initial Complaint

  Date:11/16/2024

  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 using Dexcom CGMs since 2021, and they have been replacing sensors that don't last the full 10 days they are supposed to. Recently they changed their rules, and they won't replace more than 3 sensors a year unless it is for specific reasons. So recently I needed to replace 2 sensors and they refuse. 1 was because blood was dripping out of the sensor, and the other was because it was sending sharp pains throughout my arm. In both cases they will not help me.

  Business Response

  Date: 12/03/2024

  Hello *******,

   

  A recent audit of our BBB account identified that the complaint you submitted on 11/17/24 went unanswered.  We apologize for this oversight.  Rest assured; your feedback is very important to us.  Customer feedback is what provides the information our leadership relies on to improve our processes and ensure that we are meeting the needs of our customers.

   

  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, 12/2/24, regarding your concerns.  We apologize that we were unable to reach you.

   

  For the Dexcom insertion needle to reach the interstitial fluid, it must penetrate the dermis layer of the skin, which has blood vessels scattered throughout. Piercing through these blood vessels may cause bleeding. Here are some helpful tips when inserting a new sensor: 

  1. Ensure you are not using excess pressure when inserting with the applicator. If the sensor is inserted too deep into the body, it may also cause bleeding.  
  2. Proper insertion technique is important to prevent bleeding. When pressing the button, the sensor should be resting superficially on the surface of your skin. 
  3. Follow the approved insertion site unless instructed by your healthcare professional. You may visit [G6] Where can I insert my Dexcom G6 sensor? / [G7]  Where can I insert my Dexcom G7 sensor?  to learn more about the approved insertion sites. 

    

  For more information/tips regarding the issue, you may visit the Dexcom *********** at What happens if my sensor insertion causes bleeding?

   

  If you experience this issue in the future, we recommend that you do not remove the sensor right away. It is best to contact the Technical Support team before removing the sensor to first assess your options. In situations where your sensor 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 itself during this time. We encourage you to take advantage of these free services to get the most out of your Dexcom.

   

  Thanks,

   

  *******

• Initial Complaint

  Date:11/13/2024

  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 dexcom user for roughly 7 years and have been an avid fan of their product and customer service as a type 1 diabetic who depends on their technology to properly treat my condition. After 7 years I can say it is officially obvious that this company is not interested in helping diabetics and has clearly shifted their focus to targeting non diabetic customers who are looking to lead healthier lifestyles. This change in focus has resulted in subpar products and service. Often times my g7 sensors are wildly inaccurate causing my tandem tslim pump to administer insulin as dexcom is reading my blood sugars at 44 then 5 mins later at 265. This whole process has turned me off and is really terrifying considering in the middle of the night if my bloodsugar is lets say 100 and the dexcom reads it wrong at ******************************************************************************************* the middle of the night. While the convivence of dexcom is wonderful the headache and frustration of dealing with its inconsistencies, lack of care from their support team, and a stronger focus on business as opposed to care has me desperately searching for any other options. It is pathetic and undeniably terrible that a company is taking advantage of diabetic patients who did not ask to be diabetic, have limited options, and get hosed by dexcom anytime they have an issue with their products. I am over this company and I am just waiting for something terrible to happen in my sleep to take them to court!

  Business Response

  Date: 11/20/2024

  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, 11/20/24, regarding your concerns.  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:11/11/2024

  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 signed up for an Autoship of the Stelo blood glucose monitor assuming my daughter would need it long term to resolve some health issues. After 3 weeks of tracking we realized her issue was not blood sugar related so we attempted to cancel our Autoship. We were unable to log in to do so. We reset the password multiple times and could still not log in. We pursued every avenue available on the website to gain access to our account with no success. We submitted a service request through their "Bot" which is the only available support on the website. There is no phone number to call and no way to speak to a human. I finally tracked down the phone number for Dexcom, the parent company of "Stelo by Dexcom" and was told that Dexcom does not have access to Stelo accounts and my only option was to submit another request for help through their Bot. Two months later, I have spoken to 2 agents at Dexcom who said someone would call me back and did not, I have submitted 6 service requests through their website, I have contacted them via ********, and still NO human has contacted me to help me. I have been sent 2 more devices at the cost of $96 each. I want to cancel my Autoship but cannot. It is not legal to sell a medical device without providing a phone number for customer support. It is unethical to not cancel a customers autoship after numerous requests. This company should be investigated immediately! I can tell from comments on social media that I am not alone in my frustrations with them.

  Business Response

  Date: 11/12/2024

  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. You may reply directly to those emails if you require any further assistance. We appreciate your understanding and look forward to serving you as valued Stelo customer.

  
  Thank you,
  Stelo Support? 
  ********************************;
  ? 

  Customer Answer

  Date: 11/12/2024

  I was FINALLY given my account User name to cancel my subscription but I would like a full refund for the 2 orders I was unable to cancel as a result of not being able to reach anyone at Stelo and Dexcom not helping me. I had to cancel my credit card for fraud as a last resort attempt to get the charges to stop, so I will need a check sent to me at *****************************************

  Business Response

  Date: 11/19/2024

  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: 11/24/2024

  I am requesting a refund. After being denied a refund, I reported the transactions as fraud because the company denied me of the ability to cancel my subscription by not having a call center to contact anyone and not responding to my online requests for help. Once I told the company that denying my refund was unacceptable and I would continue to pursue this, they claimed it was my fault they could not refund me because I reported the charges as fraud. So they deny my request then blame me for that. Unacceptable!