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:09/06/2024

  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 have had diabetes type 1 for 38 years. I have used more than one type of CGM and this is the second time I have used a Dexcom. I have ************ as my rx provider and received in February a Dexcom receiver and a box of sensors. The receiver never worked and I have called them many times, only being able to talk to them once and since the person from Dexcom discussed with me the name of the thing that would read my sugar level, I was about to hang up but there was a long silence on her part so I asked twice if she was there and she actually was not so I hung up. I sent them many emails complaining that the receiver never worked and instead of sending me a replacement, they sent me a sensor, which I already had 2 boxes of. They have never fixed the issue and although I did everything the woman on the phone today 09/06/2024, after 40 minutes, I gave up and decided to file a complain. She tried to blame ***, saying I have a G5 instead of what I was supposed to get, a G7. No matter what, I need to get something that works for me to address my low blood sugar, which has kept me out of work for months now. It is the second time I am sent home, without access to the things I get from my job. I have no access to any of my files so I have been stripped of emails, access to CVS, ****, and all my other medical providers because I do not know what the passwords are. I need Dexcom to fix this! They sent me the wrong thing, they need to send me what I was supposed to get, what my insurance paid for me to get. I try my best to live with this body I've got that seems ti keep trying to kill me. Without something I can count on, I will not live without help. I did want a different CGM but my insurance wants to use Dexcom so they need to make this work.

  Business Response

  Date: 09/13/2024

  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 attempted to contact you today, 9/13/24, regarding your concerns.  A replacement receiver has been ordered and will be delivered by ***** in approximately 3-5 business days, weather permitting.  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:08/29/2024

  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.

  Every single one of my sensors for at least the last 2 months has failed. One hundred percent of them. I cant get past day 8. The adhesive is fine. I dont use *******. Theyre on my upper arm. I clean the site like a pro. I do everything right and it goes well for about a week..and then the sensor throws a 3 hour brief sensor issue, like clockwork, on day 7 or 8. Every single time. This has been one hundred percent of sensors for two months. This is absurd. I think its time to admit the filament has gotten weaker. Surely revising the product to be a 7 day product is cheaper than replacing my ninth sensor that Im going to have to call in about today, again? Youre replacing one hundred percent of my sensors. This is getting abused.

  Business Response

  Date: 09/04/2024

  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, 9/4/24,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:08/27/2024

  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 reported a defective sensor. One that could have been costly to my health. Dexcom refuses to replace this item all because they give it a charitable name called ******** which does not release the company from its responsibilities. You take my money. You take my insurance company's money and then claim no responsibility whatsoever. I am tempted to report them to Humana as well. I also am tempted to go with a competitor as Dexcom products are terrible.

  Business Response

  Date: 09/03/2024

  Hello ******* Burner,?? 
  
  Thank you for contacting Dexcom Global Technical Support regarding our replacement policy.  In reviewing the recent interactions, I found that we attempted to obtain the serial numbers of the sensors you reported having issues with.  These requests went unanswered and as a result,the replacement request was denied.  If you are able to provide the serial numbers previously requested, we would gladly re-open the tickets associated with the requests, update them accordingly and confirm the product failures through investigation.
  
  At Dexcom, we strive to ensure that our sensors consistently maintain their operational capacity for the designated period of up to 10 days. In instances where our sensors fail to perform for their intended lifetime, Dexcom will replace any sensor that we confirm as product failures through investigation. To effectively manage this process and ensure accurate identification of sensors, serial numbers play a vital role. By collecting serial numbers, we can conduct thorough investigations to confirm any product failure and facilitate prompt replacements as needed.?? 
  
  We understand that providing serial numbers may not always be convenient. However, it is important to note that without the serial number, any replacement would be considered a goodwill gesture rather than a part of our standard replacement procedure. Therefore,your cooperation in providing this information is appreciated and will help us ensure the most efficient resolution to any issues you may encounter with your sensor.? 
  
  For details on Dexcoms sensor replacement policy, visit ****************************************************************
  
  You may call us at ************ and provide the reference number 240825-010135 for immediate assistance.
  
  Thank you again for contacting Dexcom Global Technical Support.? 
  
  Sincerely,? 
  
  ******* ? 

  Customer Answer

  Date: 09/04/2024

   The serial numbers requested, as stated in the prior email, were no longer available as it was 3 issues for 1 machine.  The device had already been discarded which is what you do with defunct equipment.  This was already explained.  I was also denied because the Goodwill portion said I had reached my limit which is a nonsense and unprofessional way of accepting responsibility for a product you manufacture, distribute and are compensated well for.  Again, this was in the email. 

  I have never had this serial number investigation issue before so why is it becoming a problem now?  You supplied me with junk equipment and I hold you responsible to make it right.
  

  Business Response

  Date: 09/16/2024

  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 again today,9/16/24, regarding your concerns. 
  
  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 your G7.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 09/26/2024

   Wow.  What a terrible response.  You manufacture a product.  It doesn't work.  You offer no refund or replacement as you have for the past 5 years I have been using Dexcom and yet you keep the money and hide behind broad excuses.  I believe come first of the year my insurance, physician and I will be searching elsewhere for a CGM supplier.  Very disappointing.

• Initial Complaint

  Date:08/25/2024

  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 two dexcom sensors fall off in the matter of a few days (the week of 8/18/24-8/23/24), due to no fault of my own, and the company refuses to replace the sensors. The company states that I should have put on a dexcom overpatch to keep sensor from falling off, which I had done both times yet it still came off. This is extremely hazardous to my health, as this is the only way I can accurately get blood sugar readings. I demand a refund for the lost sensors or adequate replacement as this is an extreme health issue that should not be taken lightly. Its come to a matter of life or death, without adequate blood sugar monitoring I will end up in the hospital.

  Business Response

  Date: 08/30/2024

  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 attempted to contact you today, 8/30/24,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.
  
  Finally, the following article found in the Dexcom *********** define the replacement policy as well as ensure sensor adherence:
  
  ****************************************************************
  
  How can I keep my Dexcom sensor adhered for the full 10 days?
  
  
  Thanks,
  
  *******

  Customer Answer

  Date: 09/04/2024

  This response does not help me, as three sensors have already fallen off due to a bad batch of sensors that I had received. The new box of sensors I opened does not have this issue. Therefore, I expect that the three sensors are replaced or I am refunded for my months supply thats gone to waste due to the companys failure. 

  Business Response

  Date: 09/16/2024

  Hello ****** *************, 
  
  Thank you for contacting Dexcom Global Technical Support regarding your sensor that fell off. We apologize for any inconvenience. 
  
  We regret to inform you that we are unable to provide a replacement at this time as you have reached the limit for goodwill replacements in accordance to Dexcoms Sensor Replacement Policy:  **********************************************************************   
  
  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:  ******************************************************************************************
  
  If you experience this issue in the future, we recommend that you do not remove the sensor right away. Its best to contact the Technical Support team before removing the sensor to first assess your ********** cases where your sensors adhesive does not last for the intended useful life of up to 10 days, Dexcom will review and issue replacements of any sensor that we confirm are failures of the product itself during this time.  
  
  You may also call us at ************ and provide the reference number 240826-020574 for immediate assistance.
  
  
  Thank you again for contacting Dexcom Global Technical Support. 
  
  Sincerely, 
  
  *******

• Initial Complaint

  Date:08/24/2024

  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 am a type 1 diabetic. I use the Dexcom G7. They are supposed to last ten days. I had one fall off on day three due to hot, humid conditions. I called Dexcom and they said they no longer will send a replacement sensor if it wasnt due to a technical issue. I rely on these blood glucose levels to keep my diabetes under control. Insurance will only pay for three a month which should last ten days each totaling one month. To be without this information puts me in a position to have to poke my fingers time after time and with the Dexcom G7 I get a new blood glucose level every five minutes. It also alarms at night waking me up when my blood sugar is getting too low. This is critical for my diabetes control, prevent emergency room visits, hospitalization, as well as my life.

  Business Response

  Date: 08/30/2024

  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: 09/04/2024

  
  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:08/22/2024

  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 purchased a new phone this week, which is what started this ball rolling, so to speak. Not some kind of little known, obscure devicea ****** Pixel 9. After transferring everything over, etc. and getting my trade-in ready to go back I started signing in apps, etc. I have about ********************************* total (I knowwww). Every single one worked correctly except arguably the most important one, the Dexcom app to monitor my blood glucose. I am a type 1 diabetic and require this to function normally. I proceeded to contact Dexcom, who said they do not keep track of new device releases whether it's a ******, *******, *****, or any other device. This strikes me as a little odd as the primary interaction people have with their products is through a device and seemingly every other app developer had no issue making their apps available day one (technically a week after the phone's release) as this is supposed to be a built-in functionality of the app store model and using common OSs across Android or Apple devices. This device, for example, runs the same OS as my previous Pixel 8 to ensure app developers don't need a new app everytime a new device rolls ****** they seem to have no visibility of customer needs or take any initiative to anticipate major hardware releases, okay. They then proceed to telle they have no time estimate and the *** are the ones that keep this from working and try to pin this on them instead. I ask for an email stating this information. I am refused. After about ten minutes of asking, I am finally forwarded to a supervisor, who then quickly says they can s and that to me. The call ends.Instead of the statement I asked for all I get is a survey email. Then 3 hours later I get a notification of an order shipment to me (I assume to make up for the now useless sensor in my arm). Only this shipment isn't going to me, it's going to some random person named ******* in ********. Confused, and genuinely concerned, about the competence here.

  Business Response

  Date: 08/28/2024

  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, 8/28/24,regarding your concerns.  Please understand, once the Dexcom G7 app installed on a patients smartphone, the smartphone is then considered a medical device. This requires a great deal of testing to ensure all features and benefits off the app function properly. 
  
  That being said,the ****** Pixel 9 is currently listed as a compatible device on our website.  In your email you stated the app was transferred over from the old phone. This kind of transfer does not always work, and I would recommend uninstalling and reinstalling the Dexcom G7 app.
  
  A list of compatible devices can found at:  ****************************************************
  
  Please do not hesitate to reach out to our technical support team for any further assistance needed.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 09/04/2024

  That is absolutely how apps work on this device. That's why the 121 other apps I have installed worked. And I didn't 'transfer the app itself' it automatically reinstalls on the new device when prompted, as I would think you should know as a tech company. Your entire response seems scripted and at best pedantic and at worst condescending.

   

  AS for being a medical device, good news, this one is already *** recognized as it comes for medical use (built in temperature sensor to read body temp), so that random excuse doesn't make a lot of sense either.

   

  You are correct the device is NOW listed after the complaint, which is crazy since I was told explicitly that weeks or months would be required for the strict approval process.

   

  Additionally, you violated HIPAA by sharing another patient's contact information. This is a major issue and while I can't sue you for it, rest assured if the person whose information you shared finds out, it will be an easy lawsuit to win. Hopefully this is the only time this have ever occurred, but something tells me that's not the case. This is an incredibly big problem for a company that makes medical devices.

  Business Response

  Date: 09/16/2024

  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 has spoken with the consumer and confirmed the app is currently working properly and the that the consumers phone is compatible.  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.

  Thanks,

  *******

• Initial Complaint

  Date:08/20/2024

  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 use the Dexcom G6 for my continuous glucose monitor (CGM). Insurance companies tightly manage this inventory, only covering 30 days of supplies. Each CGM Sensor lasts 10 days, and I receive 3 CGM sensors per month per insurance,leaving no margin for error; yet, they have many errors. Often the sensors will not stay in for the full ten days. Sometimes they will fall off on day 2, and sometimes they will fall off on day 8. On theDexcom site, it is stated that in the event of a sensor failure, Dexcom will replace the faulty sensor. I called today at 5:45 pm and spoke to the Supervisor "***" who informed me that adhesion failure is not considered a "sensor failure", and that the replacements provided for adhesion failure are considered a "Good will replacement", of which I only am allowed up to 3 a year.Insurance won't cover more sensors, and Dexcom wont stand behind this product, which is not fit for the purpose it was designed for: which is to be kept in for 10 days. If the adhesive on the sensor cannot keep the transmitter in, this should be classified as a "sensor failure" because that is what it is. Furthermore, in the event that they fall off earlier than the 10 day period, I cannot monitor my blood sugar in tandem with my Tslim X2 pump. This has left me with larger and larger lapses of CGM coverage, and has impacted my sugars immensely. This summer alone, my A1C has gone up an entire point, which puts me at risk for heart failure, amputation, and organ failure to name a few.Myself and millions of other Type 1 Diabetics should have the ability to sustain their life, without having to fight against the company's protection of their own robust margins.

  Business Response

  Date: 08/27/2024

  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 spoke with you Tuesday, 8/20/24,regarding your concerns. 
  
  In addition, 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.
  
  
  Finally, the following article found in the Dexcom *********** define the replacement policy as well as ensure sensor adherence:
  
  ****************************************************************

  ***************************************************************
  
  
  Thanks,
  
  *******

• Initial Complaint

  Date:08/15/2024

  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 use a Dexcom G6 continuous glucose monitor. The sensors for this device are an adhesive type intended to stick to your stomach. Prior to moving from glucose strips to a cgm my doctor spoke with the sales ***resentatives for several cgm vendors to verify it would work as I sauna and swim frequently. The Dexcom sales *** told my doctor that there would be no issues with the sensor adhering to my body in those usage patterns. Come to find out that the sensors frequently fall off my body prematurely. Dexcom refuses to ***lace them beyond 3 per quarter, which is infuriating as I use them exactly as described. Sdexcom bills my insurance $3000 every 3 months for these sensors and refuses to ***lace this poorly made part which is used exactly as directed. Really pathetic and a example of how bad the pharma industry treats its customers.

  Business Response

  Date: 08/20/2024

  Hello *******************,
  
  Thank you for contacting Dexcom Global Technical Support via your email to the BBB regarding your Dexcom G6 sensor adhesive on 8.15.24. We apologize for any inconvenience.
  
  Dexcom sensors use a special adhesive to stay on your skin, but since skin types vary,your sensor patch might come off early. Follow the insertion instructions, and taking extra care can help it stay on for the whole session. If necessary, you can also use extra adhesive.
  
  For more tips on how to keep your sensor on for the entire session, you may visit the Dexcom *********** at **************************************************************;
  
  For more information on the Dexcom sensor replacement policy, you may visit the Dexcom *********** at ****************************************************************
  
  Thank you again for contacting Dexcom Global Technical Support.
  
  Sincerely,
  
  *******
  Dexcom Global Technical Support
  
  
  

• Initial Complaint

  Date:08/10/2024

  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 called for a replacement transmitter on 8/7/2024 after I had received no reading for 6hrs and did all troubleshooting. I spoke with a customer service representative who told me I would get a replacement in 1-3 days. I said I needed one immediately. He told me that he would expedite it. SR * ******-012919 Order * ******** Order Date8/7/2024 I never received any confirmation so called back 8/8/2024 and spoke with two people insisting on speaking with a manager. I got ***** who said my order had not been expedited. I said I was traveling so had no replacements. He said he would expedite it and I should have it no later than 8/9/2024. I am now leaving the address I was suppose to receive the package on 8/9/2024. I asked repeatedly when it would arrive. It is a complete waste. I cannot stop the package due to Dexom's refusal to allow customers to redirect "their packages". We are now 3 days into this horrible situation and no transmitter! I did have back up sensors but they were useless without a transmitter. On 8/9//2024, I spoke with 2 people: ***** who referred me to her manager, ****, who was to call me back in 2hrs. I did not get a call. Therefore, I called and spoke with **** who shipped me out a new transmitter and sensor expedited but it will not arrive until 8/13/2024(maybe?). SR * ******-015904 Order * ******** Order Date 8/9/2024. This will be 7 days after my original call. This is not acceptable. I asked to speak with someone at Dexcom in the ** and everyone is in the ************* or *************. This was an emergency and resulted in sub-optimal care and service from Dexcom. Dexcom should have a better way to resolve these issues. I should not have to call 6 times(!!!) to get something resolved that should have been resolved the first time. Customers should be to redirect and handle delivery on their packages. I am traveling and this became a real emergency. I would like someone from Dexcom to call me to discuss a better way to resolve these issues.

  Business Response

  Date: 08/16/2024

  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, 8/16/24,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:08/07/2024

  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 am Type 1 diabetic and rely on the Dexcom G7 to keep me advised of my blood glucose levels. The problem is that the Dexcom G7 falls off my arm whenever I sweat from being outside in the heat. I follow all directions for installation and use the additional adhesive patch provided in the G7 box, but none of the adhesive keeps the G7 adhered to my skin. Three have fallen off since I upgraded from G6 to G7 four months ago, and replacements are limited. I am now wrapping wide first aid tape around my arm to hold the G7 in place. Please create a better adhesive and patch for the G7! Additionally, I'd like to know if any of the test participants worked up a sweat to test the adhesive of the G7; and whether any if them are diabetics with a vested interest in the quality of the product. The G6 was a much better product.

  Business Response

  Date: 08/14/2024

  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, 8/14/24,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.
  
  In addition, the following article found in the Dexcom *********** define the replacement policy:
  
  ****************************************************************
  
  *****************************************************************************************************************
  
  
  Thanks,
  
  *******