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:11/11/2024

  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've had 4-5 bad sensors from Stelo and all they have is a chat to submit a form. When you submit a form on a faulty sensor, you never hear back from them.

  Business Response

  Date: 11/18/2024

  Hello ***** ****,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Monday, November *******. 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:11/05/2024

  Type:Order 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 purchase a total of 2 Stelo glucose biosensor in October 2024 and 2 more in November. Stelo has sent 3 replacements. Out of the 7, I was only able to get 2 to work properly. At night the reading showed over 250 and then stopped working. I get the error message your session ended early. Since I paid for 4 and only 2 have worked, Im requesting Stelo to refund $89.00 or ship 2 more at no cost.

  Business Response

  Date: 12/02/2024

  Hello *******,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Thursday, November 26, 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: 12/18/2024

  BBB,

  ID#: ********. This case was not resolved. The BBB closed the case prematurely. Stelo just sent me 1 glucose monitor; I requested to or my money back. The replacement glucose monitor failed to work. They provided a statement that it may not work with Android version15 cell phones. I paid $600 to get a new phone that was compatible with Stelo because my cell phone was Android version 10. I paid Stelo $178.00 plus tax. Stelo Does not work with new Android phones.

  My original complaint I purchase a total of 2 Stelo glucose biosensor in October 2024 and 2 more in November. Stelo has sent 3 replacements. Out of the 7, I was only able to get 2 to work properly. At night the reading showed over 250 and then stopped working. I get the error message your session ended early. Since I paid for 4 and only 2 have worked, Im requesting Stelo to refund $89.00 or ship 2 more at no cost. 

  Now, Im requesting all of my money back $178.00 plus tax. 

  ******* ******

  Business Response

  Date: 12/24/2024

  Hello *******,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Wednesday, December 18, 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: 01/06/2025

  Stelo is not compatible the my phone which is Android version 15. I had to buy a new cell phone compatible the my phone which was **********. Now its not comatible with my new cell phone.

  Stelo app compatibility
  Dexcom is in the process of testing the latest smartphones and ***************** (OS). This is the range of operating systems that have been tested and are currently supported for Stelo.
  Highest supported OS:
  iOS 17.1.2
  Android 14
  Minimum required OS:
  iOS 16.2
  Android 12
  You can use the Stelo app on any OS that meets the minimum requirements. We recommend not updating your OS before it's listed here.
  
  by Dexcom
  Terms of UsePrivacy PolicySafety InformationSecurity at Dexcom
  Dexcom, Dexcom Clarity, Dexcom Follow, Dexcom One, Dexcom Share, Stelo, and any related logos and design marks are either registered trademarks or trademarks of Dexcom, **** in ***************** and/or other countries. 2024 Dexcom, **** All rights reserved.
  MAT-3641
   MAT-4133
   2024 *********** All rights reserved.

  
  

  Business Response

  Date: 02/20/2025

   Hi *******, 
  
  Stelo phones do need to have certain operating requirements as listed on our website and as you listed in your previous comment. You may be having issues due to your phone not meeting compatibility guidelines. Stelo minimum software requirements must be at Android 12 and the maximum at this time is Android 15. That being said we are constantly working on updating to keep up with newer operating software updates from Android and Apple products. We are deeply sorry for the inconvenience.

  Customer Answer

  Date: 02/20/2025

  ****** website states the highest Android operating system is 14. Now you are responding that it works on Android 15?

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use Dexcoms G7 CGM. According to their App, the Apple Watch requirements are:(1) Apple Watch paired with phone;(2) Apple Watch Series 6 or newer; and (3) WatchOS 10 or later; G7 App installed on Watch.I purchased a new Apple Watch Ultra 2 and spent over $500 dollars on it. It meets ALL of the above criteria.I cannot use the direct to Watch sensor readings and more importantly I get no audible notifications of low (or fast falling blood sugars).I have called multiple times and have tried to speak with a supervisor (the people that answer the phones will only read off a computer screen and will not deviate from it).I was promised return calls from supervisors but they refuse to return a phone call. It seems they do not care that their sensor system does not work as described so why bother speaking with a Customer

  Business Response

  Date: 11/18/2024

  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, 11/18/24, regarding your concerns.  We confirmed that you have been contacted Tech Support supervisor and a courtesy G7 receiver was provided.  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: 11/22/2024

  
  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.  I filed the complaint prior to the business responding to me.  They did provide me with a receiver that alleviates my concerns.
  
  Regards,
  
  ****** *******
  
   
  

• Initial Complaint

  Date:11/04/2024

  Type:Order 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 have type 1 diabetes and use a Dexcom. Their customer service is subpar but they also dont share information they should. I asked for a replacement for a clearly errors product and received an email that didnt tell me I needed to contact them with additional (unnecessary) information. I called because Im paranoid. Thankfully because they werent going to send a replacement for their problem because they wanted more information about my body. I spent over 40 minutes on hold to get in touch with a manager.

  Business Response

  Date: 11/18/2024

  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,10/4/24, regarding your concerns. We apologize that we were unable to reach you.  A replacement sensor has already been sent and delivered to 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: 11/22/2024

  I do take advantage of all of these options. They did not leave a message when they attempted to contact me. I am unhappy with the level of care provided when I took the necessary steps to get my medical equipment resolved. Yes they sent a replacement. But only because I called (after receiving an unclear email). I am a tech savvy millennial. There are children with diabetes whose adults have to do this for them, elders whose care givers have to. If I wasnt able and ready to call and call again (and sit on hold for hours) to get unhelpful and incomplete information. I want to be contacted again, with a message left if no answer. I want to discuss the email I received and still have records of. Again, it was not helpful or complete. 

  Business Response

  Date: 11/27/2024

  Thank you for sharing your feedback with us.  A member of our escalations team made contact today, 11/27/24, regarding your concerns.  Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product.  This includes providing replacements in a timely manner and communicating in a clear and effective manner. The feedback you shared provides us with the opportunity to learn and improve the overall customer experience.  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 12/18/2024

  
  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:11/02/2024

  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.

  My wife installed a new Dexcom G7 sensor on 10/23/2024. The sensor would go offline on multiple days for upwards of three hours each time causing her to rely on fingersticks to operate her pump safely. Called support and they said that this is normal as the pump is "figuring itself out" and that they could not send a replacement. We have been using Dexcom G7 and G6 for years without this issue. Apparently they think it is "normal" for their customers to have to rely on fingersticks daily to operate their pumps daily while their CGM sensors "figure themselves out". This is a company that lacks integrity and does not stand behind their products.

  Business Response

  Date: 11/08/2024

  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.  Rest assured, Dexcom takes the safety and effectiveness of our products seriously. As the product is a subcutaneous medical device, the performance can vary from one consumer to the next. Our training and technical support teams are experienced in assisting consumers with improving the performance of the product with information and strategies on best use and practices, reducing the frequency of errors and need for replacements. We encourage you to take advantage of these free services to get the most out of the Dexcom.
  
  A member of our escalations team attempted to make contact today, 11/8/24, regarding your concerns.  Please do not hesitate to reach out to our technical support team for any further assistance needed.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 11/15/2024

  I screen phone calls so if I don't know who is calling, i do not pick up.  I have no voice-mail from Dexcom.  I can't call support because I already tried that and they said it is normal.  There is no ticket or reference number in the message so I would just be cold calling support.  Please send an email ************************* or ********************** or include a ticket / reference number that i can use when calling support.

  Business Response

  Date: 11/22/2024

  A member of our escalations team attempted to contact you again today, 11/22/24.  We apologize that we were unable to reach you.  If you have experienced issues with the Dexcom product, we encourage you contact our technical support team.  Our technical support team can perform trouble shooting steps to correct any issues you may encounter. If the team determines a replacement is needed, then they would process the request.  A ticket number is not required for you to contact our technical support.
  
  Thanks,
  
  Richard 

• Initial Complaint

  Date:11/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two Dexcom (Stelo) Sensors and applied the first one on Oct 28. On October 30 I began seeing message sensor not reading. It regained access after approximately 30 minutes. On October 31 the sensor again was not reading and proceeded to completely fail. I have made multiple attempts to resolve this issue with the Stelo contact center. It appears they have done everything they canto make this resolution impossible. This is a sensor used to track glucose for diabetes.

  Business Response

  Date: 11/08/2024

  Hello ****** **********,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Sunday, November ******. 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: 11/15/2024

  
  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:10/31/2024

  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.

  Please see attached file for complaint.

  Business Response

  Date: 11/07/2024

  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.  We also understand how stressful it can be when needed replacement items arent delivered in the timeframe promised, and we apologize for any miscommunication and delays.  We are constantly striving to improve our customer experience.  A member of our escalations team attempted to make contact today, 11/7/24, regarding your concerns.  Please do not hesitate to reach out to our technical support team for any further assistance needed.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 12/07/2024

  Please see attachment for full complaint. This is a follow up, as the BBB requested additional information (below), but the status said my complaint was closed and I need to resubmit with the requested information. The resolution you are seeking does not fall within BBB policy, please revise and select from the following: REPLACEMENT I am asking Dexcom to provide me with at least a 30 day supply (3 G7 Sensors). I am still unemployed with no insurance but have a prospective job; however, I wouldn't start it and have insurance until January. Since they were able to provide me with the assistance initially but then all of these problems occurred with the sensors, I feel this is a fair request.

  Business Response

  Date: 12/26/2024

  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 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, December 26, 2024, so that we could discuss your concerns and challenges. 
  
  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.
  
  According to our records, we have not spoken with you since August 30, 2024.  It appears that you have opted to utilize either our chat or web-based service tickets for reporting issues.  While these are excellent options, we feel speaking directly with a member of our technical support staff would better serve you.
  
  Regarding your request for additional free supplies.  A review of your account shows that in addition to the free 3-month supply or 10 sensors we have already provided, that an additional 10 replacement sensors have been provided to you since October 1, 2024.  For this reason, we do not find that any additional free supplies are warranted.  Replacement sensors will continue to be provided as needed by our technical support team.
  
  Again, we encourage you to call and take advantage of these training and technical services to get the most out of your G7.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:10/29/2024

  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.

  False advertising and TONS of technology problems. I did my research before ordering, but it is only during set up AFTER ordering, the company says they do NOT support iOS above 17.1.2 - do not update your phone the website says clearly. Clearly I cant use the device. STOPPED cold. The app comments in last month are riddled with folks complaining about this. I have 2 devices unopened, I can not use. They advertise 24:7 support including live, but its NOT - it is a bot ONLY and a form. They also do not disclose anywhere the readings arent given below 70. They misled me greatly. I want my money back and happy to return the unopened inactivated devices. Im glad I didnt open them before I began set up and finding they hugely mislead consumers. Case 1-00050163

  Business Response

  Date: 11/04/2024

  Hello ****** ********,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Tuesday, October *******. 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:10/28/2024

  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 regularly use Dexcom sensors to monitor my blood sugar levels. Recently, I experienced issues with two separate sensors that failed to pair with both my insulin pump and my phone. Despite entering the correct code and even attempting to scan the ** code, neither sensor could be detected. I discarded each defective sensor and replaced them with new ones.This issue is particularly concerning because each sensor is meant to last 10 days, and my insurance covers only a limited number of sensors within a three-month period. If I run out before my next refill date, I would need to cover the cost out of pocket.I submitted a technical support request on 10/15 and didnt receive a callback until 10/18. During that call, the representative said they would send two replacement sensors and provide a tracking number once they shipped. However, I never received either the sensors or a tracking number. I called again on 10/25 and spoke with a different representative, who couldnt explain why the sensors hadnt been shipped, but she said she would push the request through. I still havent received a tracking number.

  Business Response

  Date: 11/04/2024

  Thank you for sharing your experience with us.  We are sorry to hear of the challenge you recently experienced with the Dexcom product.  We also understand how stressful it can be when needed replacement items arent delivered in the timeframe promised, and we apologize for any miscommunication and delays.  We are constantly striving to improve our customer experience.  A member of our escalations team attempted to contact you today, 11/4/24, regarding your concerns.  Per the ***** website, your replacement sensor was delivered on 10/31/24 via tracking number 425403343006.  Please do not hesitate to reach out to our technical support team for any further assistance needed.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:10/25/2024

  Type:Delivery 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 use the Dexcom G7. One of the sensors came off. I contacted them online and they said they would send me a new sensor. I asked for G7 overpatches and they told me they don't have those to send so I ordered G6 overpatches. I received the G7 sensor but it did not have an overpatch in the box. I called and was then told G7 overpatches could be ordered. The tech said they would send me G7 overpatches. That was on 10-11-24. I still have NOT received the G7 overpatches. When I contacted Dexcom on 10-24-24 they told me the overpatches were sent and to check with the post offfice, but they would send me another set. I never got an email notice of the order. If I go to the Dexcom site to order overpatches, they won't allow me to since the G6 overpatches were ordered within the last 30 days. I just need ONE G7 OVERPATCH so I can use the replacement sensor. Dexcom has a lot of complaints. My receiver and phone have both been giving me different readings. So far as much as a 30 point difference. I just want the G7 overpatch. The order number from 10-11-24 is listed below. It did NOT say what the order was for.

  Business Response

  Date: 11/01/2024

  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 team made contact today, 11/1/24, regarding your concerns.  We confirmed that multiple overlay patch orders were created and received by the consumer.  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: 11/02/2024

  
  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,
  
  ***** *******