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:06/06/2024

  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 use the Dexcom G6 glucose sensors with a tandem (third party pump) and have for one year. I just had a sensor replacement and within 30 minutes an expired transmitter alert. The sensor is not good with out a transmitter. I spoke with a rep at dexcom and they will not replace the transmitter but the sensor. He explained the they are not distributers and that it is my responsibility to keep track of the 90 day life of the transmitter (I do not use the Dexcom app as it does not work on my phone and the insurance would not give me the receiver because i use the Tandem pump). In addition the rep would not send a G7 sensor (transmitter included) which I am ready to use. The rep refused to let me speak with a supervisor to resolve this. If my pharmacy is unable to receive the transmitter by 7pm tomorrow, I will be without a glucose sensor for more than 3 days, something I have not been without for years under a competitor's system. This will put my life in jeopardy with out being able to monitor my glucose levels throughout the day using the sensor, something I am vey accustomed to. I have had many issues with the two party system to manage my diabetes. I am very disappointed with the rep's ******** and will do my very best to go back to Medtronic.

  Business Response

  Date: 06/13/2024

  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 made two attempts to contact you today, 6/13/24.  However, when these attempts were made, as the call was answered the receiving end disconnected the call.  
  
  Our technical support team can perform trouble shooting steps in an effort to correct any issues you may encounter. If the team determines a replacement is needed, then they would process the request.    In reviewing the call you referenced, the issue was just as you stated in your complaint, the Dexcom transmitter expired.  As a courtesy, the Dexcom G6 sensor was replaced because it could not be used after you installed the expired transmitter.  Our technical support team can only provide replacement on a like for like bases when the product fails.  Since you were reporting the loss of a G6 sensor, a G7 sensor could not be provided as you requested.
  
  Our training and technical support teams are experienced in assisting consumers with improving the performance of the product with information and strategies on best use and practices, reducing the frequency of errors and need for replacements. We encourage you to take advantage of these free services to get the most out of the G7 CGM you will be switching to.
  
  Thanks,
  
  ************;

• Initial Complaint

  Date:05/29/2024

  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 used G7 for over 1 yr. I have had several sensors replaced for sensor fail, App fail, sensor falling off. Usually I file for replacement online and get it within 1 week. Recently I ordered a replacement on 5/9/24 and was supposedly sent 5/10/24. On 5/22/24 I called and informed Dexcom it was not shipped per ****** Dexcom confirmed and said it would be expedited. As of today 5/29/24 still has not shipped per Dexcom ***************** All they can do is reorder and expedite. Under normal circumstances I would let it go however G7 is the worst. I have had SEVERAL REPLACEMENTS. And SEVERAL FAILURES with this product from day 1. Dexcom will not do any improvements if it us allowed to continue in this manner. I am considering filling a lawsuit if this continues. I pay alot of money for this product that reports way too many false readings, redulting in incorrect medication, requires finger sticks which defeats the use of this. App failures which require reseting App and sensor. This product could cause serious injury to it's users. I want a resolution to all issues with product and I want a minimum of 1 month of replacement sensors due to I gave nit had a sensor all this time and want bz cups for future issues.

  Business Response

  Date: 06/04/2024

  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 and was delivered on Monday 5/3/24.  A member of our escalations team made contact today to confirm the replacements were received and to obtain additional information regarding this issue.  Please do not hesitate to reach out to our technical support team for any further assistance needed.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:05/26/2024

  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.

  Received a G7 sensor from my ARNP to try the dexcom product to help control my blood sugars. The sensor was faulty. I called and I got a rep that did not listen to anything I said. I said it was a sample from my dr at the beginning of the call. She then did everything possible to make the call difficult. She was rude. I repeatedly told her it was a sample. She said if it was a sample they dont replace them. Which is fine so I told her it was but she still insisted on placing me on hold only to tell me again they cant replace them. I asked if there is a way to provide feedback on faulty samples. She then said my dr just needs to prescribe the product to me. I told her my Dr would be hesitate as the sample is faulty and she said that its on my Dr ***** I run a contact center but whoever is training these phone reps needs to be addressed. Terrible experience.

  Business Response

  Date: 09/30/2024

  Hello *********,
  
  A recent audit of our BBB account identified that the complaint you submitted on 5/26/24 went unanswered.  We apologize 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 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.  Its equally important that we take the time to listen when customers contact us for support and provide customers with exceptional service. A member of our escalations team attempted to contact you today, 9/26/24, 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 assistance needed.
  
  
  Thanks,
  *******
  Dexcom Global Technical Support  
  
   

• Initial Complaint

  Date:05/18/2024

  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.

  My DEXCOM G7 app is extremely unreliable. Almost every week, I get notified the app had stopped working. This had been plaguing me since I started using the G7.When I reset the app it forces me to go through all the new user training. Additionally after I reset the app, the *** feature is reset so I rarely get to a 14 day average. I have asked DEXCOM about this several times. Now I can't contact customer tech support. Customers should not be used as Beta Testers.

  Business Response

  Date: 05/23/2024

  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, 5/23/24, regarding your concerns. We verified this issue was resolved with the assistance of one of our technical support representatives on 5/20/24.  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.

  Thanks,

  *******

• Initial Complaint

  Date:05/14/2024

  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.

  Multiple attempts to reach Dexcom through their app with no response. Their product is consistently inaccurate causing life threatening problems including seizures despite that the *** states that the glucose is within normal limits (no history of seizures and seizures is resolved by glucose so it is not another reason for the seizure). Calibrations on their app do no function properly. This is occurring on 2 out of 3 sensors in a 1 month supply which is far too frequent. This company has the funds to advertise on Super Bowl commercial but not even the decency to make a product that even works. I have had to pay for additional medications including glucagon and medical treatment to correct Dexcom's failure of a product.

  Business Response

  Date: 05/20/2024

  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, 5/20/24,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:05/12/2024

  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.

  The Dexcom G6 receiver is not working and the insulin pump doesn't work without it Dexcom refused to send me a new receiver and i can't control my blood sugar without it. I need someone to help me because I tried to use the app on my iPhone but I couldn't because I have to reset my password and Dexcom doesn't send the new code to my email address for some reason I was for more than 3 hours working with they technical support but they didn't fix the problem. I need a new receiver for Dexcom G6 ASAP, Please somebody help me, I'm a diabetic type 1 and can't be without the receiver

  Business Response

  Date: 05/23/2024

  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, 5/23/24, regarding your concerns. We verified this issue was resolved with the assistance of one of our technical support representatives.  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.

  Thanks,

  *******

• Initial Complaint

  Date:05/12/2024

  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.

  As a parent of a recently diagnosed type one diabetic, I was initially thrilled and grateful for the Dexcom G7. It allowed us to closely monitor my childs numbers and provide necessary support. However, weve encountered numerous issues with the Follow app. Each time we change the sensor, it loses the ability to share data. Despite spending countless hours on the phone with Support, the only suggestion offered was to downgrade to an older iPhone model, which isnt a practical solution.Im disappointed with the support received. Spending hours on hold daily isnt feasible, and Dexcoms suggested troubleshooting feels inadequate. Even after escalating the issue to engineering, the response remained the same. Ive requested escalation multiple times with no follow-up. Last week, I spent nearly two hours on the phone, only to be abruptly disconnected after explaining our ongoing problem.Currently the app does not work at all.Dexcom, please address this issue promptly. The functionality of the Follow app is essential for monitoring my childs health, not a mere convenience. Its crucial that your product lives up to its reputation as the leading CGM.

  Business Response

  Date: 05/17/2024

  Thank you for sharing your experience with us.  We are sorry to hear of the challenge you recently experienced with the Dexcom product.  A member of our escalations team made contact today, 5/17/24,regarding your concerns.  We confirmed with our Service Engineering team that the cause of the issue is that the iOS on the phone is not yet compatible with our app.  Currently the highest support iOS is 17.1.2 and the patient has 17.4.1 installed.  Unfortunately,until we are supporting the iOS version 17.4.1 we are unable to provide a solution.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 05/22/2024

  I understand the technical aspects of how this works, but I believe that as the leading CGM maker, Dexcom should be more up-to-date and provide better customer service. While I accept that the issue won't be fixed until Dexcom makes the necessary updates, I don't have to accept poor customer service. Being on hold for an hour or two, getting hung up on, or not receiving callbacks is unacceptable.
  
  It's incredibly frustrating for a new user to have a product that stops working due to an iOS update. There seems to be a lack of resources on Dexcoms end to provide accurate and timely support.
  

  Business Response

  Date: 05/28/2024

  Thank you again for sharing your feedback with us.  Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product.  This includes ensuring compatibility with as many smartphones as possible.  As we previously shared, 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. 
  
  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,
  
  *******

• Initial Complaint

  Date:05/11/2024

  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.

  I have spent over three hours on hold with this company and requested to speak to a supervisor, FOUR different employees have assured me a supervisor would contact me. I have a defective receiver that needs to be replaced. I have never had this bad customer service. There are no supervisors available and the techs keep asking the same question over and over, How many times to I have to say there are no error messages? FIVE times in one conversation

  Business Response

  Date: 05/18/2024

  Thank you for sharing your experience with us. We understand how important it is for the product to operate as expected and the frustration when those expectations are not met. A member of our escalations team attempted to contact you today,5/17/24, 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,
  
  *******

  Customer Answer

  Date: 05/22/2024

   A message left from tech support.e was left telling me it was my error, still waiting for a supervisor to return one of the SIX requests. This is NOT an issue with clarity.

  Business Response

  Date: 05/29/2024

  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 today and discussed her challenges.   A replacement receiver  has been ordered and will be delivered by Dex 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:05/09/2024

  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 manufactures a product known as the "Dexcom G7". It is a CGM, Continuous Glucose Monitor, which uses sensors that are inserted onto the skin with a small needle-like device that takes internal glucose readings from what is called "interstitial fluid".Dexcom claims that each sensor last ten days, after which it must be replaced with a new sensor.Despite using the Dexcom G7 product correctly, I have found that sensors start to fail eight to nine times out of ten, on the seventh day of wear.Dexcom, when I call to tell them of the sensor failure, replaces the sensor without charge, although I believe they're starting to follow a new policy where they won't be as likely to replace failed sensors.A reliable continuous glucose monitor is absolutely essential for a diabetic to use, but, part of the "reliability" has to be that the sensors do not fail on day 6, 7, or 8. They need to work the full ten days without failure.Dexcom has gotten very pompous in their attitude about how supposedly "great" their Dexcom G7 Blood Glucose Monitoring system is, however, the continuous failure rates indicate that they're not living up to their falsely advertised claims.

  Business Response

  Date: 05/16/2024

  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 his 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:05/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The sensor failed again before its ten day service life . In 90 days of service instead of using 9 sensors 1 every 10 days ive used 14 sensors. My insurance cover 3 a month any more i have to pay for at ****** each. Dexcom replaced 1 sensor the other 5 i had to eat the cost to the tune ****** out of pocket. Now they send a email that 25to35% of all sensors will fail . How can they continue to sell the G7 sensor when they-know 1 in 4 or 3 are defective . I want my 600 bucks back. Plus the inaccuracy is so bad i still need to do finger sticks to keep track of sugars. Inaccuracy is anywhere from 40 to 100 numbers off. Right now finger stick says blood sugar is 168 dexcom says its 258. If i dose my insulin based on dexcom number in 40 minutes my blood sugar will be in the 40s not good if its at night i could go into a coma been there not a good thing. Dexcom needs to be pulled from market till the fix there sensor and accuracy problem before they kill somebody. I reported the accuracy issue with in the first weeks of using . Dexcom said they were going to replace the receiver in April but they never did.

  Business Response

  Date: 05/15/2024

  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,5/7/24, regarding your concerns.  We confirmed 4 replacement sensors were provided this month have been received.
  
  As for the Dexcom letter referenced in your complaint, 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.
  
  Finally, you requested a refund for your last order. Any requests for a refund would need to be done through the distributor or pharmacy the product was purchased. Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******