Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/27/2024

  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 have dexcon g7 and use a ******* a02 cell phone app keeps disconnecting and low ans hight reading are not right on app I uninstalled reinstalled app same thing keeps happing

  Business Response

  Date: 10/09/2024

  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, 10/9/24,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.

  Thanks,

  *******

  Customer Answer

  Date: 10/10/2024

  
  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:09/27/2024

  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.

  On 9/26/2024, as per my doctor, I attempted to place a G7 sensor on my abdomen since I had problems wearing the sensor on my arm. Within minutes, the tape attached to the sensor became tangled, and the device became insecure and "fell" out. To my dismay, Dexcom refuses to replace it since I have had three sensors replaced in the past year. I'm scheduled for surgery in the coming weeks and need the device to monitor my blood sugar. My doctor has no samples, and my insurance company wants payment for an extra device, which I can not afford.

  Business Response

  Date: 10/04/2024

  Thank you for sharing your experience with us. We are sorry to hear of the challenge you recently experienced with the Dexcom product. We 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,

  *******

  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.

  Thank you.

  
  Regards,
  ****** *****
  
   

  
  

• Initial Complaint

  Date:09/23/2024

  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.

  On 8/12/24, I contacted Dexcom to report that my sensor did not include an overpatch and was becoming loose. I was assured that both the sensor and overpatches would be replaced. While I received the replacement sensor, the overpatches were not included. Order #******** shows as ordered but not yet shipped. My current sensor is missing the overpatch and has experienced periods of no readings and inaccurate readings. This is the second time Ive purchased a sensor from CVS that did not include an overpatch.

  Business Response

  Date: 09/30/2024

  
  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, 9/30/24, regarding your concerns. A new order for 10 G7 overlay patches was processed today.   Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:09/23/2024

  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.

  On ************, my daughter, age 11, had her last Dex Com sensor fail. My wife was on hold for over an hour and spoke to someone that promised to overnight her a new sensor. The replacement sensor did not arrive until Wednesday, September 18th at 5pm. In this time my child had several lows, and her entire basketball team had to be educated on *** Com, how they sent her a sensor that failed, and how she could not play until the new sensor arrived. Although legally, Dex Com can state business days until the sensor arrives, but if it were overnighted as promised it would have arrived before Wednesday at 5pm - even with business days. Morally, ******* has the worst customer service I have ever experienced. Nobody cared about a child in desperate need from Dex-com. I was asked to repeat the story multiple times, only to be put on hold and transferred. Finally I spoke to a supervisor named ******* who promised to get to the bottom of this and get back to me, he never did. The next time I called I was LIED to. The woman that i spoke to, this is all documented on both sides, told me there was nothing from an ******* in the file, she could not find a supervisor named *******, and finally, all supervisors left for the day and call back some other time. When I asked her what if there was an emergency, she is unsupervised and there is no one in charge? She told me that is correct and call back another day. I hung up with her and called back immediately. The nice gentleman from DexCom told me of course there is a supervisor always on duty, and he could, in fact, send *******,( the original supervisor) a message as he was working at the time I called. I was told ******* would get back to me. He never did. Dex Com is clearly overwhelmed, but what is worse, ignores the parents of a child using Dex Com. No wonder customers are leaving for ****** in droves despite ******* having the better product. How do you ignore a customer and a child about a medical device?

  Business Response

  Date: 09/30/2024

  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, 9/30/24, regarding your concerns.  Please do not hesitate to reach out to our technical support team for any further assistance needed.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:09/20/2024

  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.

  Dexcom QC is not doing the job I had 2 sensors be bad in a row showing low so my ** told me to go to the ** for no reason cost me 250 dollars and before these 2 bad sensors I had 3 others at different. These are the dexcom g7 sensors showing too high or to low I will never trust dexcom anymore. I would like a refund for the ** and the sensors

  Business Response

  Date: 09/27/2024

  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, 9/27/24,regarding your concerns. We apologize that we were unable to reach you.  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:09/20/2024

  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 a Dexcom Stelo continuous glucose monitor and it arrived on 9/7/24 and had a lifespan of 14 days. It did not accurately read blood sugar numbers so I submitted a service ticket through the Stelobot chat. I was informed I would be contacted by a representative within 24-48hrs later. After 4 days I reached out again. After a week I started having issues with the adhesive and submitted another request. I still heard nothing so I tried chatting with a Representative through the general Dexcom customer service and as told that Stelo issue could only be address through the automated chat. I then called in to **************** and was told there was no person I could talk to for help. At this point I submitted another ticket but have still not heard from anyone. The only communication I have gotten was an email with a confusing message addressed to the wrong name. There was no way to email back to understand what the email meant. I am hoping to receive a refund since I was never able to properly use my sensor and no one reached out within the stated timeline.

  Business Response

  Date: 09/25/2024

  Hello ***** *******,
  
  Thank you again for providing feedback regarding your Stelo Glucose Biosensor on Monday,September 20, 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:09/17/2024

  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.

  Apparent attempt by Dexcom to prevent customers from obtaining replacements for faulty CGM sensors. See attached.

  Business Response

  Date: 09/24/2024

  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, 9/24/24,regarding your concerns. We apologize that we were unable to reach you.  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:09/16/2024

  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 a dexcom customer since 2014 - a full 10 years. I've been through the G4 all the way up to the G7. The G7 is wildly off regularly. I just had a sensor fall off after 3 days, and my new sensor was registering "low," and my meter was saying 141. Half an hour later I knew I was skyrocketing and it's showing 80. Finger stick says 192, and I couldn't bolus from my pump because it was showing 80!!!! I finally ended up at 291 on my meter and showing 149 on the dexcom. And this happens ALL THE TIME with the G7. I might have had one or another off here or there over the years but this is rampant. I am pricking my fingers all the time every day now because I can't trust the numbers and I am absolutely terrified to go to sleep at night or travel alone. This has been a nightmare since I switched to the G7.

  Business Response

  Date: 09/20/2024

  Hello ********* *******,

  Thank you for sharing your experience with us. We understand how important it is for the product to operate as expected and the frustration when those expectations are not met. A member of our escalations team attempted to contact you today, 9/20/24,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.
  
  A sensor can be inaccurate for several reasons: 
  Pressure on the sensor: If something is pressing on it, readings may be affected. Accuracy typically improves once the pressure is relieved. 
  Sensor's first day: Newly inserted sensors may initially show greater differences compared to your BG meter. Discrepancies usually decrease over the first 24 hours. 
  Rapid glucose changes: When your glucose is changing quickly, comparing your meter and Dexcom can be challenging. The discrepancy should decrease when your glucose stabilizes.
  
  In addition, 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: **********************************************************************************************************************
  
  Thanks,
  
  *******
  Dexcom Global Technical Support  

• Initial Complaint

  Date:09/16/2024

  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 Stelo product order number US28761ST that delivered 8/28/2024. I attached the glucose monitor as directed in the instructions, but the product was giving pain. I called Dexcom support and they said to remove the product and they would send a replacement. They also said that Stelo is a different support system than Dexom and that I would have to submit a report through their Chatbot. I did on 8/30/2024 and received the case number 240829-012539, and was told to use the chatbot again or call in. I called in and they told me to use the chatbot again. I am being told to use the chatbot, but nobody is responding to the underlying concern and it seems there is no support. I would like to receive a replacement or a refund.

  Business Response

  Date: 09/23/2024

  Hello Deepak **************** you for providing feedback regarding your Stelo Glucose Biosensor on Monday, September 16.  Your concern has been received and promptly forwarded to our dedicated Stelo Technical Support team for further ************** can expect to be contacted with 48 hours.
  
  Thanks,
  
  *******
  Dexcom Global Technical Support  

• Initial Complaint

  Date:09/07/2024

  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 ordered a Stelo device and received it on August 27th. I applied it the same day. The device initially went through warm up, gave me a bad reading for about five minutes of 70, and then the session ended early. I filled out a form online about the problem (case 1-00001168). I never received a response. I called the Dexcom customer service and they said all Stelo problems had to go through the online chatbot, which only gives me the option to fill out a form. I told them the website said I would receive a response in 1-2 days and it had been 3 days. They told me to fill out the form again. I did this on August 31st (case 1-00002956). Later that day I received an automated email response acknowleding that I had filled out the form and giving me a new case #1-00004130. It said I should receive a human response in 1-2 days. I never received a response after that. I filled out the form 2 more times (cases 1-00006965 and 1-00007995) and never received a response. I called again and was told, again, that I have to use the online forum.

  Business Response

  Date: 09/13/2024

  Hello ******** ********,   
  
  Thank you for contacting Dexcom Global Technical Support regarding your concern related to Stelo.  
  
  To get further assistance with your glucose biosensor please visit ************************* into your Stelo Account and navigate to ******** located in the lower right section of your screen. 
  
  Thank you again for contacting Dexcom Global Technical Support. 
  
  Sincerely, 
  
  Richard 
  Dexcom Global Technical Support  
  Answers to common issues: Dexcom Help Center 
  
  

  Customer Answer

  Date: 09/16/2024

  I finally received an automated response to my case on September 9th. It stated " We have completed our investigation into Case ID ********** and are unable to validate your product issue. At this time, we will not be issuing a replacement sensor."

  This response I received by the business to my BBB complaint not acceptable because it is again an automated resonse. No human being has looked into my concern. I don't know why they were unable to 'validate my product issue'  - whatever that means. I do not understand why I am not being issued a replacement sensor. Again, using the Stelobot does not allow me to interact with a human being. The Stelobot is a not very intelligent form of AI that is unable to understand my requests for more information. 

  At this point, I feel ripped off becuase Dexcom sold me a faulty device that cost me $50 and they are not standing behind their product. I would like a replacement or refund. This is not too much to ask and any other business that I interact with would immediately resolve this for me in this manner. I still have the faulty device and will hold onto it until this matter gets resolved, so that I can return it to Dexcom if they need proof. 

  Business Response

  Date: 09/23/2024

  Hello ******** ********,
  
  Thank you again for providing feedback regarding your Stelo Glucose Biosensor on Monday,September 16.  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: 09/27/2024

  
  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. The business has already reached out to me, investigated the issue with a human being, and has sent me a replacement sensor.

  Thank you for your help!

  Regards,
  
  ******** ********