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:08/03/2024

  Type:Customer Service 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.

  G6 sensors are unreliable. They will give wildly inaccurate readings, will fail to function for ten days, or will only work intermittantly. **************** is atrocious. Long waits on hold, dropped chats online, untimely callbacks. The nice man or woman in ***** will replace their faulty product after a 30 to 45 minute interview. Clearly they just farmed out their customer service to the lowest bidder. They don't care about customer service any more than the care about producing a quality product to start with.

  Business Response

  Date: 09/30/2024

  
  Hello *********,
  
  It was a pleasure speaking with you today.  As I shared during our conversation, an audit of our BBB account identified that the feedback you submitted on 8/3/24 went unanswered.  Again, please accept our apologies for this oversight.  Rest assured; your feedback is very important to us.  Customer feedback is what provides the information our leadership relies on to improve our processes and ensure that we are meeting the needs of our customers.
  
  
  Thank you again 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.  I am happy that we were able to discuss these challenges in detail today and that I had the opportunity to provide you with suggestions to improve your overall experience. 
  
  
  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,
  *******
  
  Dexcom Global Technical Support  

• Initial Complaint

  Date:08/01/2024

  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 a type 1 diabetic who uses a ** to your blood glu**se monitoring system put out by Dexcom the Dexcom g7. It is a fairly expensive device that **sts anywhere from $171 to $400 depending upon the durable medical supply **mpany.The g7 is *** approved for a 10-day period of time. Unfortunately they dont remain adhered for that period of time for me. Normally this was not a problem because Dexcom would replace the sensor if it fell off early. My sensors have a roughly 70% failure rate (meaning their either fail or fall off prior to the 10 day period of time they are supposed to last). D **m **nsistently replaced them whenever they failed to last the ten days. However two failed sensors ago I was told that they would not replace it. I called and **mplained. After a fifty minute fight, they grudgingly replaced it. My most recent one failed after ONE MINUTE! The adhesive was dry and did not stick to my arm. Dexcom will not replace it.I find the timing of this decision suspicious as I was denied the same day their stock plummeted over 40%.I am seeking the following resolution:1. A replacement sensor.2. Replacement sensors for any future o es that fail to meet the 10 day minimum operational limit.3. A typed letter apology for being treated so poorly after spending close to twenty thousand dollars on their products over the years.

  Business Response

  Date: 08/08/2024

  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. A member of our escalations team attempted to contact you today,8/6/24, 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:
  
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  Thanks,
  
  *******

• Initial Complaint

  Date:07/30/2024

  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 is advertised as a CGM that can be worn for 10 days before having to replace the sensor. When I began using the Dexcom G7 and I experienced sensor adhesive failure, Dexcom replaced the sensors that didn't last 10 days because of failed adhesive.As of May 2024, Dexcom has informed me that CGM sensor adhesive failure is not a product failure and will not replace the sensors that fall off or peel due to adhesive failure.

  Business Response

  Date: 08/06/2024

  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, 8/6/24,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 articles found in the Dexcom *********** define the replacement policy and provided best practices for keeping the sensor on for the 10 day wear period.
  
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  Thanks,
  
  *******

  Customer Answer

  Date: 08/11/2024

  The 10 day sensor wear period was not achievable using dexcom recommended adhesion instructions.  I contacted dexcom and dexcom referred me to a link that explained sensor adhesion steps that i had already employed.  

  After contacting the BBB, dexcom had a local representative send me the same link explaining sensor adhesion.  Additionally, dexcom sent 5 replacement glucose sensors.  I appreciate the sensors, but once those are gone, the underlying issue still remains. Dexcom g7 sensors do not stay adhered to my body for the full 10 days that dexcom advertises.  

• Initial Complaint

  Date:07/30/2024

  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.

  Prepare to die if you are a type 1 diabetic and are using this company.I got enough supply for exactly 3 months supply, i put one sensor on and then it fell off in the shower the very next day. I had another one fall off a week earlier. I usually use them and they usually work but anything will break sooner or later.These things are suppossed to stick to your body for 10 days and it's no problem if they dont as long as dexcom replaces them.I call up to get a replacement and the agent says oh we can no longer do that as of May 1st so basically we are telling are patients to go die.For all the money they make it's absurd to not replace the sticker patches when they break.Horrible policies for a company playing with people's lives in the **************They need to be federally investigated.

  Business Response

  Date: 08/06/2024

  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, 8/6/24,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:07/19/2024

  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 multiple bleeding issues with the Dexcom G7- so much so that I have ruined clothing. Technical support blames me, and recommends extra training. I have used the G6 previously with no issue. I am awaiting the report of my contacts with the company. 15+ times.

  Business Response

  Date: 07/25/2024

  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, 7/25/24,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:06/25/2024

  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 called about replacements for my daughters dexcom 6-25-24. I was put on hold for 30 minutes just to be hung up on. The lady who spoke to me was rude and disrespectful as she told me not to repeat myself- not something you tell a mother of a type 1 child. We were told that due to policy we could not get replacements. Mind you they sent 3 replacements in 3 months to my six year old. Dexcom accused us not using thr adhesive correctly. My daughter is allergic to the dexcom overlay and many other brands. Dexcom does not support type 1 children bur rather uses them for attention of the media and money. I would like 3 dexcom sensors replaced promptly please, as it keeps my daughter alive. I was not aware dexcom got to chose who got the tools to be alive and who didn't. I paid my $100 copay and deserve the replacements. The question is, does dexcom care about diabetics or just the money?

  Business Response

  Date: 07/08/2024

  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.

• Initial Complaint

  Date:06/25/2024

  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 have been using Dexcom for over a decade now. I have always used the 6 and had limited issued with the sensors. Recently, I was upgraded to the new 7 sensors and they are absolute garbage. Dexcom has done absolutely nothing to help this situation. I need this device to monitor my blood sugar to literally LIVE! Since I've been using the new sensor, my sugar numbers are regularly off by 20 to 40, which is INSANE! Recently, I had two faulty units; one fell off while I was driving, just out of the blue. I use skintac and NEVER have had that happen in over a decade. When I tried to put a new unit on, instantly arm starting gushing blood. Both situations were out of my control and when I called to get new sensors, I was told this was my fault and I had already hit my 3 replacements per year and too bad. I need these sensors to live and can't believe a company doesn't back their product. So it's my fault that your product just fell off my arm? It's my fault that my arm bled? All this while you are making record-breaking profits off the back of people that rely on your product to survive! This is absolutely disgusting and I've attached those record breaking profits and salaries of your CEOs. I need 2 units to survive and you tell me, "too bad"; absolutely disgusting behavior and Dexcom should be ashamed of themselves!

  Business Response

  Date: 07/02/2024

  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, 7/1/24,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:06/19/2024

  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 new G7 sensor is unreliable for the first 24 hours after its inserted into a human being. Sensors will not accept a calibration during the first 24 hours when there are wide mismatches between sensor glucoses and blood glucoses or typically not at all. G7 sensors typically need a calibration the 2nd day which they normally accept and that is when they become more accurate. In the meantime, diabetics are suffering because of these discrepancies during the first 24 hours.

  Business Response

  Date: 06/25/2024

  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, 6/25/24,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:06/15/2024

  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.

  I have contacted Dexcom multiple times in multiple was about 3 different sensors now! 1 needed replacing and they never contacted me to replace. 2 have had reading issues now and need calibration but it will not let me calibrate to correct the issue. At this point, they should be refunding my money that I paid to the pharmacy. But I will settle if they will get the garbage to working. I have 2 more sensors left and Im going back to Libre 3! Completely decided against a pump due to Dexcoms customer service!!

  Business Response

  Date: 06/21/2024

  Thank you for sharing your experience with us.  We 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 replacement order was created.  However, my research shows the ***** shipping label was printed but the package was never picked up by *****.   As a result, I have processed second replacement order that will ship via ***** 2-Day.  A member of our escalations team made contact and advised you of this today.  Please do not hesitate to reach out to our technical support team for any further assistance needed.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:06/07/2024

  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 submitted a technical support request to replace the failed sensor for my Dexcom G6 sensor on 5/25/2024. I called them on 5/30/2024 to see the status of my request. I was told it was being sent and given a tracking number to ****** I was to receive the replacement in 3-4 days as it was expedited. I had to call again to check status because I didnt receive it and the tracking showed that ***** had not received it yet. Now 2 more calls later and Dexcom support keeps telling me that ***** has the package. ***** tells me they dont have the package yet still. This replacement sensor is for my diabetic glucose monitor which I need very badly ASAP.

  Business Response

  Date: 06/14/2024

  Thank you for sharing your experience with us.  We 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 replacement order was created on 5/28/24 and overnight shipping approved by a member of our leadership team.  However, my research shows the overnight label was printed but the package was never picked up by FedEx.   As a result a second replacement order was created and delivered on Tuesday 6/11/24.  A member of our escalations team attempted to contact you today but was unsuccessful.  Please do not hesitate to reach out to our technical support team for any further assistance needed.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 06/26/2024

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