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:10/22/2024

  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 get the G7 sensors for my daughter every month. Lately, 90% of the sensors fail and I have had to get in contact with their tech support and then I have to go and get new ones, which is taking up a lot of my time.I called and was told a ***************** member would call me and explain why so many sensors had failed. I was told that they will call me in ***** hours. Today is DAY 18 and no one has. When I call back, I am told that one will call me back in 24 hours and no one ********** I called and the agent insulted me. I wrote to their HO but there is no response.What gives this company the right to insult people.I WANT THEM TO LISTEN TO THE CALL I MADE TODAY, October 22 at around 7 AM MST

  Business Response

  Date: 10/29/2024

  Thank you for sharing your experience with us. We are sorry to hear of the challenge your daughter 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.  It is also important that we honor our commitments.  If we say that we are going to contact you in a specified time frame, then providing anything short of that is unacceptable.  While I was pleased to hear that you did make contact with the leadership you asked to speak with and I apologize that it did not happen sooner. 
  
  Today we also discussed the challenges your daughter has faced, and I provided some suggestions and best practices to improve the overall experience.  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.

• Initial Complaint

  Date:10/22/2024

  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.

  dexcom G7 are not staying attached to patients like they say they will. they are much more expensive and supposed to be so much better than the dexcom G6. I as a patient am going days without monitoring my blood sugar because I cannot get another monitor from dexcom even though the company says they know this is a flaw. They are continuing letting patients buy this product knowing it is not working properly.

  Business Response

  Date: 10/22/2024

  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 made contact today, 10/22/24,regarding your concerns.  Rest assured,Dexcom takes the safety and effectiveness of our products seriously. We are constantly striving to improve our customer experience, and this is the kind of feedback that supports these endeavors.
  
  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:10/21/2024

  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 ordered an item, and a few minutes after I ordered, I decided to cancel my order. I canceled due to inaccurate information on the website of the Stelo branch of this company. The product info is misleading. It claims to check blood glucose continuously, but it fails to mention that it won't give a reading over 250 mg/dL. I wanted to talk to a customer service representative about this, but that is not a possibility. Dexcom does not let you talk to anyone about this product, and there is no email and no chat with the real person and no phone number. They don't respond on social media either. When you speak to the main parent company of Dexcom, they just refer you to the bot on the Stelo site. This is a dangerous and poor way to do business when it concerns the health and safety of customers and when false or misleading claims are made by the business. I would like to cancel my order, but there is no way to do so. I attempted to cancel in a timely manner (within 10 minutes), so I don't feel that was unreasonable.

  Business Response

  Date: 10/22/2024

  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:10/21/2024

  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.

  My Stelo from Dexcom was advertised to last me 15 days, and after proper insertion and care that I have documented, it broke down after two days. When I inserted the second one that came in the box, the blood glucose was FAR off (near 60) from both previous stelo measurements for the same food and blood *****. I have not been able to receive any communication from the business and keep getting fraudulently told that I've been sent an email when I have not (I checked every possible folder). I can't keep dealing with the anxiety of dealing with this business and would either like my money back or a new product.

  Business Response

  Date: 10/22/2024

  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:10/16/2024

  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 ordered dexcom stelo biosensors 10/01/24 for the price of $89.99 order #US108801ST I received the product and followed all proper instructions on insertion and reccomendations. My sensor lasted less than 12 hours before disconnecting. I understand sometimes you get a dud. I wasnt mad the sensor stopped working. But what I am frustrated by is the inherent lack of customer support. There are no numbers to call. You can only access through a chat bot on their site. I used the chat bot to create a case to rectify the situation. The chat bot opened a case and I got an email to explain more on the issue of the sensor. It has been 6 days since that email and I have heard nothing. I used the chat bot to check on the status of my case and the chat bot told me the case is closed. Although Ive heard nothing of if I would get a replacement, money back, credit. I have not even received an email to notify me that the case was in fact closed. The case ID was ********** under the name ****** ***. I have an account with ********************** stelo but also can see no resolution of my case. Just my past orders of the stelo biosensors. I am simply looking for resolution on a faulty product that did not last the 15 days it specifies it lasts. I would like a replacement or compensation for the sensor. I have used 3 sensors previously that worked fine. The injection was perfect to the instructions and had no issues with application. I do not believe I am at fault in any way and would like to be acknowledged atleast as to why they would not even notify me of the case closure when I have yet to receive any information on it.

  Business Response

  Date: 10/22/2024

  Hello **** ******,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Wednesday, October 16, 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  

• Initial Complaint

  Date:10/15/2024

  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 had 2 sensors that went bad, as far as the adhesive stopped working, and the dexcom sensor came off of me. This was within 4 days if each other so bad batch no big deal. I called dexcom and they said their policy is they only allow 3 replacements a year and I have had my replacements. I have had failures before and other surgeries that the sensors were removed so I have had to have replacements as their product does not allow you to re adhere to the body once it is removed. That is a product fault and unfortunately we don't have a choice when using an insulin pump. I didn't choose to he diabetic and have been for 37 years. A box of sensors is $250.00. The general public cannot just go and spend $250.00 on sensors because we have excess money. I was explained that they have done extensive studies that adhesive should last 10 days ..... again should ...not meaning does. The majority of the product works but some still has issues and they are telling the general public oh well........ so now I have a meter that cannot speak to my pump and make sure I have adequate insulin resulting in better health less adverse reactions/complications and the "parts" I need are not being backed up by failure and the company wants me to go spend more money on them.......... ughhhh

  Business Response

  Date: 10/21/2024

  Thank you for sharing your experience with us. We are sorry to hear of the challenge you recently experienced with the Dexcom product. We 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 has spoken with the consumer and discussed their challenges and provided some suggestions to improve the overall experience. Please do not hesitate to reach out to our technical support team for any further concerns or feedback.

  Thanks,

  *******

• Initial Complaint

  Date:10/08/2024

  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 2 Stelo biosensors from the company. The second one was defective and could not be used. I filed a replacement request online through their chatbot. I was given a case number, ********. I have yet to hear back from the company. It has been over a week. They have no phone number or email to contact them for this sensor. I tried the bot again and it could not help me. I am so frustracted and disappointed that I cannot get through to get any help. My doctor wanted me on this device prior to my appointment and I cannot get through to get a replacement.

  Business Response

  Date: 10/15/2024

  Hello **** ******,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Tuesday, October 8,2024.  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: 10/16/2024

  My initial case was PRIOR to October 8. Please refer to Case ******** to which I received no response. The inability to contact your company in any way other than through a chat bot is unacceptable. As a customer, I value timely and clear communication, and unfortunately, I have not received the level of engagement or support I expected.
  I understand that delays can happen, but the ongoing lack of response is unacceptable and impacts my experience with your company. Given the inconvenience this has caused, I believe compensation would be appropriate in this situation. The item you sent me was defective and waiting weeks for any sort of response is not good customer service. 

  Business Response

  Date: 10/22/2024

  Hello **** ******,
  
  Thank for providing additional feedback regarding your Stelo Glucose Biosensor on Wednesday,October 16, 2024. Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product.  This includes providing replacements in a timely manner. 
  
  Your concern has been received and 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: 11/04/2024

  I was contacted by **** who gave me the mail address for claims. I submitted a claim on 10-23-24 and still have not heard back from your company.  Once again, the ability to have anything resolved in a timely manner has not occured.

  **** ******

  Business Response

  Date: 02/06/2025

  We consider this matter resolved, we spoke with Ms. ****** multiple times. Once on 10/22/2024 and once after she submitted a rebuttal for the case on 1/13/2025. Our technical support team sent a replacement biosensor to her back on 10/15/2024 and we reiterated at that time that we would replace the biosensor but there are no refunds as listed on our website. When we called again on 1/13/2025 she stated she is no longer using Stelo and we advised her of our phone support team if she needs anything further.

  Customer Answer

  Date: 02/07/2025

  Although I no longer use your product, I want to emphasize that the initial rollouts inadequate customer support was extremely disappointing. It demonstrated a troubling lack of foresight and consideration for your customers. While I appreciate that you appear to have resolved this issue moving forward, the negative experience has ultimately deterred me from ever using your product again.

• Initial Complaint

  Date:10/03/2024

  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.

  I used my HSA card to purchase a 2 pack of Stelo biosensors and the order was to arrive at my apartment door on 09/13/2024. I got multiple notifications from ****** logistics that they could not access my front door although the front office to my apartment complex gives out courier codes for the doors. Ultimately, the deliverer marked the package delivered but my video doorbell never recorded someone dropping off a package, nor did I see a package when I eventually checked outside my door. I immediately started a case with Stelo.Since then, I have had little to no contact with anyone at the company. When I think they are finally going to send me a replacement package, they end up sending me a package to return faulty sensors. This company has made such little effort to resolve this issue that it has convinced me to never do business with them again.

  Business Response

  Date: 10/04/2024

  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.

• Initial Complaint

  Date:09/29/2024

  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.

  complaint about false advertising on the part of Dexcom, the maker of the G7 glucose monitoring system. I previously had a G6 sensor, which is from the same company and was forced to upgrade to the new G7 sensor in late August due to the fact that my insurance company no longer covers the G6 as it is being phased out by the manufacturer. am Type 1 diabetic . I have an insulin pump, which requires pairing with a G7 sensor in order for to work and use proper algorithms to maintain my blood sugar to keep me healthy and keep me out of the hospital. I have had seven out of 10 failures with the sensor. The sensor is advertised to last 10 days in most cases. It has only lasted five. I have only a limited number of sensors that are able to be prescribed to me over three months. I have contacted Dexcom and gotten replacements, but it has taken me on both occasions over three hours of wait time and the agents were not helpful Secondly, the sensors are inferior as they are supposed to connect seamlessly to an iPhone to my insulin pump. I am constantly getting out of range errors, even though my pump is sitting right next to the G7 sensor. I have to wear it on my arm based on the, directions of the company, and I have now had to have a special armband made. However, I get alarms several times throughout the day at least 10 per day to say that sensor is out of range that causes the insulin pump not to work properly and can have effect on my blood sugar , and making me risk for hospitalization. Thirdly, it is almost impossible to pair the sensor with my phone. The app does not work correctly and it kicks me out. It is supposed to take only seconds to connect in one time it took me over three hours. That was including talking with a representative from Dexcom, who did not know anything. On another occasion, I had to contact my pump, manufacturer, ****** supply, my pump had to be reset because of all the failed attempts from G to connect.

  Business Response

  Date: 10/11/2024

  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, 10/11/24,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 Dexcom.
  
  Finally, the following articles found in the Dexcom *********** define the replacement policy, inaccurate CGM values as well as sensor errors:
  
  ****************************************************************
  
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  ***********************************************************************************************
  
  
  Thanks,
  
  *******
  

• Initial Complaint

  Date:09/28/2024

  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.

  Never received my shipment of a cgm I have used their online support and have gotten nowhere I have left voicemails and no response

  Business Response

  Date: 10/04/2024

  Hello *** ******,
  
  Thank you again for providing feedback regarding your Stelo Glucose Biosensor on Monday,September 28, 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: 10/07/2024

  
  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,
  
  *** ******