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:04/15/2024

  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 have been having a lot of issues lately with my Dexcom G6 sensors. They quit working before the time I need to change it. I feel bad calling them asking for another one, but I have no choice. Most of the time, they send me one in good timing, after I call and explain the situation. But this time, its been VERY FRUSTRATING!! I usually get 3 sensors once a month. The first two this month stopped working and were default. I went through 2 in 1 hour! Ive been calling in now for 10 days now and they have been sending me links in my emails for supposedly sensors shipped via Fed ex over night and all 3 sensors never get shipped. Labels get created but do not leave the warehouse. I call the representatives, hold for ***** minutes, calls drop and when I ask to speak to a supervisor, they cant get one and never call me back. Im so disappointed. Im lost at what to do. I have no sensor now and have no idea when one is coming. Very scary for me. Im hoping that this complaint with the Better Business Bureau will somehow get someone to genuinely help me. I will try to contact the corporate office tomorrow.Sincerely,S.C.

  Business Response

  Date: 04/22/2024

  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 attempted to contact you today,4/22/24, regarding your concerns.  In addition, we were able to verify the replacement sensors were delivered by ***** on Wednesday,   4/17/24.  Please do not hesitate to reach out to our technical support team for any further assistance needed.
  
  Thanks,
  
  ************;

• Initial Complaint

  Date:04/09/2024

  Type:Delivery 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.

  5 days ago, early on a Friday 4/5/24, I had my last 2 Dexcom G7 sensors malfunction. **************** was good about processing my replacements in an expedited manner. Dexcom order # ********. Should have been delivered early afternoon on Saturday 4/6/24. It is now late day on Tuesday 4/9/24 and I have been on the phone with 5-6 more service agents and supervisors and still have no replacements. They have told me several times that the box was sent via ***** on Friday 4/5/24 for overnight delivery. Looking at tracking information several times each day and talking to a representative at ***** late afternoon on Tuesday 4/9/24, they show the label was created on 4/5/24 but no order for a pickup was ever received by *****. ***** has never gotten the package. ***** tracking # ************. Dexcom still insists that the shipment was sent on 4/5/24 and was lost by *****. Their policy is, per Dexcom supervisor, if a package is not received by addressee within 2 days of being sent, then a replacement package will be sent. It has been over 5 days and they are still arguing with me. Due to the last 2 G7 sensors being defective and my next order for 3 months of sensors not yet processed by Dexcom, I have been without my prescribed and necessary medical equipment. I have had at lease 4 defective G7 sensors in the past 6-8 months but never my very last ones in my possession. With the stress of having to argue with Dexcom nearly every day and having several autoimmune disorders, my he4alth is being hampered by this situation.

  Business Response

  Date: 04/16/2024

  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 Thursday 4/11/24.  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,
  
  *******

  Customer Answer

  Date: 04/17/2024

  
  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:04/05/2024

  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 Monday March 18 my wife got Dexcom senors sent to our home..My wife told Dexcom and it's parent company ******************* & supplies before they ship out senors to please call us to let us know how much they were going to be. They did not do that and ship them anyway. Last year wife was able to get unit at no cost because she met her out pocket on her insurance. So we told them we are a fixed income and disable so needed to know ahead of time. We have try over the past two weeks to get a return shipping address label..we keep getting the run around and getting switched to different departments. We hope the corp. office would help but they told us it was their parent company's responsibility to send return address label. The unit itself does not work right. so my wife still has to poke her fingers.. We feel they are both acting in bad faith. The address to their parent company is *************************************************************************. We only live ************************************************************************************** one. It would costs us 865 dollars for a three month supply of senors for a unit that does not work right. Not paying for senors we did not order.

  Business Response

  Date: 04/12/2024

  Thank you for sharing your experience with us. We are sorry to hear of the challenge your wife has experienced with the Dexcom product.  A member of our escalations team attempted to contact you today, 4/12/24, regarding your concerns and a request for refund. Since we do not sell the product directly to you, any request for refund should go through the seller. Should you choose to continue using any of our products, please feel free to reach out to our technical support team for assistance on how to best use the product.
  
  Thanks,
  
  ************;

  Customer Answer

  Date: 04/12/2024

  I we do not accept your response. Yes you did not sell us the product.. but we have been trying since March 18 to get a return address label from a company that has a BBB rating of D- and never answers customers complaints and continue to give them the run around.Yes I have been dealing employee ******************************* <*******************************************> she is trying to help but also getting the run around. You would think a million dollar company that makes the product would care more about their customers too. But instead use a  company like ADAPT Health . I think your company needs to think about switching to a different distributing company.  i mean how hard is it get a phone call before a product is sent out. How long does it take to email an return address label. It could have been email to us on March 18. Both companies are acting in bad faith.

  Business Response

  Date: 04/17/2024

  A member of our escalations team attempted to contact you today, 4/17/24.  We apologize that you are having difficulties obtaining a return label from your distributor.  If you have experienced issues with the Dexcom product, we encourage you contact our technical support team.  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.  Providing a return label for your distributor is not something that we can do.
  
  Thanks,
  
  ************;

  Customer Answer

  Date: 04/18/2024

  For your information I have been touch with your employee every single day.It was by email..their name was *******************************. I finally got a return address label after filing a complaint against there corp. office in **.. The distributor your company deals with has a rating of D- at the BBB and they never answer customer's complaints..It was not a technical issue, it was they sent out senors without letting us know. you are the maker of the Dexcom it would be nice to get some help without  getting the run around. Your company needs to switch to different distributor

• Initial Complaint

  Date:03/22/2024

  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 been using the Dexcom G7 sensor for about 1 year and during that time have had 2 or 3 sensor issues that have had some technical issue and Dexcom has sent me a new one. However, with the latest sensor package I received, a box of 9, the first 4 have had the same issue where the sensor is not warming up correctly and no blood glucose readings are available. It seems the needle is coming out of the sensor opposite of where I would insert it in my body.I have called Dexcom 5 times over the last 3 days and they say there is no way to escalate the issue outside of technical support (******* actually said that escalating is made up and they don't know how to do it). I have explained that in my mind this is a quality control issue and there is something wrong with the entire box/lot I received and they just keep saying to insert new ones and callback when it fails. Completely unacceptable and for a medical device company, unethical. When calling customer service ******* said it is not a ********************** issue and I need to call the distributor I bought them from (Edgepark) who also played the blame game and said it was a Dexcom issue. This was in a joint call between both of them and the line magically was disconnected and Edgepark and I were the only ones left on the line.I am looking to understand the issue of the sensors, get 9 replacements from a different lot, and get my money back for this lot.

  Business Response

  Date: 03/26/2024

  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 apologize for any challenges that you may have experienced in the past with our product.  A member of our escalations team has spoken with the consumer on 3/26/2024 and confirmed the requested replacement items have been sent.Please do not hesitate to reach out to our technical support team for any further concerns or feedback.

  Thanks,

  *******

  Customer Answer

  Date: 03/26/2024

  While what Dexcom said did take place, I will not close the case until I receive the replacement units.  Strange how when I asked for this exact resolution the last week on a daily basis there was no way to resolve it but then when I open this case it magically gets the attention.  Since i had to wait so can you. 

  Business Response

  Date: 04/01/2024

  Thank you for taking the time to speak with us and allow us to work to get your concerns resolved. Dexcom is always looking to improve and your feedback regarding your experience will help.  If you require any further support or have any additional questions, please dont hesitate to reach out. Per the ***** website, the replacement sensors are scheduled to be delivered today, Monday,04/01/24.

  Customer Answer

  Date: 04/10/2024

  
  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:03/16/2024

  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 had diabetes for 32 years. I recently started using dexcom as of 2 years ago and it is usually wonderful. When I phone dexcom with issues with sensors, I am asked "can I have the patients name" and "are you the patient".I am a person that uses dexcom. I am a person and a customer of **********************, not their patient.I have a name that is attached to my file that lists me as a user of **********************. After providing my name it would be reasonable for them to ask if they were speaking to "my name" and not if they are speaking to the patient. I am not a patient. I am not a patient of dexcom. I am a user of ********************** and more importantly a person that uses dexcom. It is insulting for callers to be referred to as patient.Dexcom user, person who uses **********************, person who's name is on the file, dexcom customer, or person who is prescribed the ********************** would all be reasonable alternatives when referring to customers. The training should be changed so that people in customer service refer to us as people. It's incredibly inappropriate and disrespectful.

  Business Response

  Date: 03/22/2024

  A member of our escalations team had the opportunity to speak with the consumer by phone today, 03/24/2024, to discuss their concerns.  We apologize for any poor customer service interactions that you may have experienced in the past with our support teams.  Dexcom is always looking to improve and the feedback you shared regarding your experience will help.  If you require any further support or have any additional questions, please dont hesitate to reach out.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:03/16/2024

  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.

  DEXCOM G7: 911 ALERT! My son with type 1 diabetes for 10 YEARS, has used Dexcom CGMs the entire time, from G4, to his RECENT FIRST order of G7, a 3 month supply from Express Scripts. We understand G7's integration with Tandem pump. After A+ experiences with every other earlier Dexcom VERSION of sensors and RARE technical support, this is ABYSMAL! Of his first 9 G7 sensors, each supposed to last 10 days, he has had to request replacement of 6! Dexcom has outsourced its technical help, and they are poorly trained, UNDER qualified; not empowered to escalate to a supervisor or expediate shipping of replacements. If requested to escalate to a supervisor, they put it in a 2 business day que to get help. Dexcom, this is SERIOUS to go from a stellar reputation to DANGEROUS. As an recent example, the G7 transmitter, was reading LOW much of the day. My son was giving himself glucose, the pump was programmed to STOP DELIVERY of insulin w a low. When my son checked his blood glucose, he was 570, when reading LOW. He attempted to calibrate the pump with the actual number and the Dexcom would not take the number, continuing to deliver LOW readings. Dangerous: could result in KETOACIDOSIS. His other 5 other sensors have failed within a day or two. Most recently, the sensor put in just before sleep, NEVER turned on and my son woke up with a highly technical job ahead, with blood sugar reading of 350, groggy and feeling awful while trying to perform highly technical work.My son is leaving for Europe for another technical job with ZERO confidence in the Dexcom G7. The clinic is closed to get a new prescription or a Freestyle Libre Plus 2, which is not available at pharmacies yet. We can try to go back to the G6 which worked better but this situation with Dexcom G7 is beyond dangerous, wasted time, and severe medical risk. Insurance limits of orders, he would have to pay out of pocket to get a near term replacement, $186 for 3 G7s. POOR PRODUCT& SUPPORT.

  Business Response

  Date: 03/22/2024

  Thank you for sharing your experience with us.  We understand how stressful it can be when the product doesnt perform as expected. A member of our escalations team has attempted to contact the consumer on 3/22/24 at the phone and provided but was unsuccessful. An additional attempt to reach the consumer will be made on 3/25/24.  Our training and technical support teams are available to you for information and assistance optimizing the performance of your product.  Please feel free to reach out at your convenience.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 03/22/2024

  Hi *******,

  Thank you for responding to the concerns. 

  My son has traveled for work to Europe, so it is understandable that he received neither of the follow up calls.  He will be back in the country 4.2.25 and could receive a call after that time.  Your answer doesn't address the strong concerns over the G7's short life multiple times and the readings one on being so off that it was stuck at LOW, when the blood test was 570.  It also did not take a calibration.  Why does it take days to escalate to a supervisor when the customer has not received enough help?  Why can't that be immediate?  While saving money, Dexcom is losing reputation.  After another technical call, where he was promised another G7, my son and I tried multiple things not suggested by the technical helper with the blue tooth, reloading the app, moving the sensor away, restarting the phone, removing other blue tooth devices, etc, to resolve the issue that time.  Another problem we and others have is insurance limitations.  If sensors fail and in this case my son was traveling out of the country, he couldn't get more sensors without paying almost $600 out of pocket, while sensors were being delivered non express.  So, he got a Freestyle Libre to cover him in the event of more sensor failures.

  I want the "old" Dexcom company back where there seemed to be more care.   Mostly, I wish to again have the confidence in Dexcom that I knew, loved, and recommended to any families with type I that I have had for 10 years, that the technology and the technical help (hopefully, rarely needed) is good.

  Business Response

  Date: 03/25/2024

  Thank you for sharing your experience with us.  We understand how stressful it can be when the product doesnt perform as expected. A member of our escalations team has attempted to contact the consumer again on 3/25/24 at the phone and provided but was unsuccessful.  In order to provide specific feedback as requested in the parents email, we would need the opportunity to speak with the actual patient and conduct our normal troubleshooting.
  
  As the patient is currently out of the country and not available, we recommend reviewing the G7 user guide located on our guides website:
  
  *********************************************
  
  And also review the FAQs for additional information at:
  
  *************************************************
  
  In the meantime, our training and technical support teams are available to you for information and assistance optimizing the performance of your product.  Please feel free to reach out at your convenience.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:03/15/2024

  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.

  Two days ago my dexcom sugar showed LOW and beeper went off on and on. I calibrated turned on and off my phone. Did everything over and over that I've been told and still not work. It also did the opposite and said high when it wasn't. Not only does that throw off my treatment -when it goes low, I eat something with sugar--adding to my sugar and making my diabetes worse. When it's showing high and my sugar is low, it throws off my treatment. Every time I call, I'm told the same thing which is they can replace sensor and take information but can't fix it but will send my complaint to their research team but can't help me. Every time I call I have a wait time of at least 15 minutes. This company won't escalate to see if they can get somebody to help me.

  Business Response

  Date: 03/19/2024

  A member of our escalations team had the opportunity to speak with the consumer by phone today, 03/19/2024, to discuss their concerns.  We apologize for any challenges that you may have experienced in the past with our product.  We are hopeful that the information shared on todays call will lead to an improved performance for you.  Our technical support team will remain available to discuss or troubleshoot any issues you may experience with the Dexcom product.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 03/20/2024

  
  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:03/12/2024

  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.

  Dexcom has major quality control and customer service issues. Aside from the failure rate of G7 sensors being so high that Dexcom has automated the sensor replacement process, the G7 receiver fares much worse, as I have received multiple defective receivers in a row. The first new receiver arrived with a scratched screen, as did its replacement which, to me, indicates prior use. The third replacements speaker started to degrade after two weeks; to the point of alert sounds becoming both lower pitched and noticeably quieter. The point of these alerts is to notify users of various important conditions, such as connection issues, rapidly falling blood sugar, etc., which need to be addressed immediately and sometimes while sleeping so it goes without saying that having a working speaker is crucial to the safe operation of the receiver and wellbeing of the user. The fourth replacement experienced the same issue. Even more frustrating is the fact that the final (fifth, and current) replacements speaker arrived in even worse condition than the previous two receivers right out of the box. I don't believe in bad luck, and Dexcom clearly saw the issues as replacement worthy, so what is being done to address the underlying problem? Is it going to be acknowledged? In addition to the fact that none of the Dexcom reps had a receiver on hand to compare the sounds between a defective and properly working receiver (if the latter even exists), these reps have wasted too much of my time by requiring me to make countless follow-up calls after they have repeatedly failed to make good on their promises of callbacks. As it stands right now, I have been waiting weeks for their corporate office to return my call to address this issue. This is completely unacceptable, and I have no idea why I kept with them for so long, but I am just about ready to make the switch to a different CGM brand once a couple of insurance matters are straightened out.

  Business Response

  Date: 03/18/2024

  A member of our escalations team had the opportunity to speak with the consumer by phone today, 03/15/2024, to discuss their concerns.  We apologize for any challenges that you may have experienced in the past with our product.  We are hopeful that the information shared on todays call will lead to an improved performance for you.  Our technical support team will remain available to discuss or troubleshoot any issues you may experience with the Dexcom product.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:03/05/2024

  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.

  I started using Dexcom G7 sensor since my insurance stopped covering the Libre. It seemed good all of a sudden I change my sensor 3 days I is started getting alerts that my sugar was low urgent low. I got home because I had left my test strips on the counter and checked my sugar and it was 408. I had called earlier because the sensor app was giving me lost alerts. This had never happened so many times. Then it stated my sugar was 180 drop to 70 then 52 then urgent low. So I took the sensor off and called to get a replacement. I also get a 90 day sippy so if you use k e of your sensors you have to get it replaced. I called after getting frustrated by the rep of asking such stupid questions when you explain what happened and they act liek you dumb, I undestand they have a script but as a person who is type one and uses thai daily to be asked stupid and redundant question only makes my blood sugar go up. So I went to insert teh second senor and for some reason it stuck to the applicator so here we go again 2 sensors in 4 days span, had to call again on hold and go thru the same thing like I have nothing better to do with my time. Then today I got an email Thatvtwh second senor was sent to a wrong address in *******. I tried the chat was kicked out twice so I had no other option then to call after 38 minutes of what they said would be 9 Minutes I had ***** answer and talk to me like I was stupid reclarifyinv the information i already spent 2 hours previously telling to WhT the replacements. After 40 something minutes ia asked to speak to a supervisor I wa so upset and he got me to wa let my voice all I was asking was for Thai duplicate ac pint to be deleted and why did I have 2? I already had verified the information with him of the corrext address. The no supervisor was availble so I said I dont understand what is difficult I am asking for thsi wronvqc punt to be deleted now I had called 2 times befor and no on asked about a duplicate account so after he could not get a supervisor he said he was resending teh second sensor and deleting the duplicate account. Why did it have to take this long and thai much aggravation from your rep to help a customer that has no choice but to use your product and since they are defective have to del with kind of treatment where my sugar is rising as I am on this call. How is that helping a diabetic person??? Its very sad and heartbreaking that you big companies have taken over cgm and pumps and do t care about teh customer anymore. To be honest I am not really sure if he even did what he said I am just disgusted. This is the 3 rd sensor Taht I have had issues with and I am not calling just for fun. I would like to be contacted by email from ****** from corporate i have now spent almost 2 hours doing all this. But if it can help someone else then its worth it. Also why do you not want your defective sensors back to see what the issue is! Are you an assembly line that there are so many you dont care and hope the replacements are not defective. You are playing with people lives you can go low when it easing wrong and kill your self driving or vice versa . I just dont understand why dexcom doesnt care?

  Business Response

  Date: 03/19/2024

  A member of our escalations team had the opportunity to speak with the consumer by phone today, 03/19/2024, to discuss their concerns.  We apologize for any challenges that you may have experienced in the past with our product.  We are hopeful that the information shared on todays call will lead to an improved performance for you.  Our technical support team will remain available to discuss or troubleshoot any issues you may experience with the Dexcom product.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:02/28/2024

  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 G7 is absolute garbage. Worst product ever. Its always off by a MINIMUN of 40 points. Its going to kill someone. How can they approve such a product? Im constantly using finger sticks and wasting money. Trying to call customer service is a joke and if I do get to speak with someone, they are untrained and clueless.

  Business Response

  Date: 03/04/2024

  A member of our escalations team had the opportunity to speak with the consumer by phone today, 03/04/2024, to discuss their concerns.  We apologize for any challenges that you may have experienced in the past with our product.  We are hopeful that the information shared on todays call will lead to an improved performance for you.  Our technical support team will remain available to discuss or troubleshoot any issues you may experience with the Dexcom product.
  
  Thanks,
  
  *******