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:02/16/2024

  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 just began using G7. When received first order for 90 days the sensors I received were close to expiration and therefore were not compatible with my pump which required current version of software. Dexcom replaced the sensors as the originals were useless for me. Over the past 3 months I had two sensors fail within first day. They are supposed to last 10 days. Dexcom refused to replace saying too many replacements in last 90 days. This makes no sense when replacements were sent for software issue not failure. I have tried to call several times to request to speak to supervisor. First time supervisor called back after midnight when I was asleep. 2nd time called an old work number even though I specifically gave call back number. I cannot obtain needed sensors because of these actions.

  Business Response

  Date: 09/30/2024

   
  
  Hello ***** ********,
  
  A recent audit of our BBB account identified that the complaint you submitted on 2/17/24 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. A member of our escalations team attempted to contact you today, 9/25/24, regarding your concerns.  We apologize that we were unable to reach you.
  
  Our training and technical support teams are experienced in assisting consumers with improving the performance of the product with information and strategies on best use and practices, reducing the frequency of errors and need for replacements. We encourage you to take advantage of these free services to get the most out of your Dexcom.
  
   
  Finally, the following articles found in the Dexcom *********** define the replacement policy, inaccurate CGM values as well as sensor errors:
  
  ****************************************************************
  
  ***************************************************************************************************************************************************************
  
  ***********************************************************************************************
  
   
  Thanks,
  *******
  
  
  

• Initial Complaint

  Date:02/15/2024

  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.

  I've been a Dexcom wearer for several years, currently using G6 sensors. Sensors are supposed to last 10 days each before a replacement is needed. My insurance plan provides a 3 month supply, or 9 sensors at a time. For me, 90% of all sensors never last 10 days. I simply get an alert/message (usually during the night) that the sensor has failed and must be replaced. IF the sensor has lasted at least 7 days, I usually just use a new sensor from my stock and forget about it. If the sensor lasts less than 7 days, I contact Dexcom support and request a replacement. I did this on 2/13/2024. The sensor was barely used 5 days. After getting my information, the rep informed me the shipment must be approved by a supervisor. I'm sure this is because I always request one if a sensor doesn't last at least 7 days. I've yet to receive anything from a supervisor and haven't gotten a message that my replacement has shipped, leading me to believe the supervisor hasn't approved my replacement. I'll point out that I've instituted the 7 day policy; I can honestly request a replacement for EVERY sensor that stops working prior to 10 days, but because the sensors VERY SELDOM last the full 10 days, I'd spend an inordinate amount of time online with customer support. I'll also point out that I've NEVER contacted Dexcom Customer Support and immediately gotten a rep; I'm always in a queue, sometimes for a couple of hours, so they're obviously receiving a lot of support requests, probably from other customers with complaints. I don't know why my sensors don't last 10 days but that's not my concern. Dexcom markets the G6 Sensors as lasting 10 days, even with exercise, swimming, and other activities. I'm 65, so I do none of those activities. My sensors simply stop working.

  Business Response

  Date: 02/16/2024

  A member of our escalations team had the opportunity to speak with the consumer by phone today,2/16/24, 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: 02/17/2024

  
  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:02/14/2024

  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.

  The Dexcom 7 needs fixed. The tiny prong bends and doesn't release. I've sent pictures to the company and offered a way to fix it (I've been in injection molding for 36 years and this is how it's made). This tab bends and I have to cut the button out and trigger it with a screwdriver. This is a huge issue for my wife. It's hers and she would be out of luck if I couldn't "rig" it to work.

  Business Response

  Date: 02/20/2024

  A member of our escalations team had the opportunity to speak with the consumer by phone today,2/20/24, 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: 02/20/2024

  
  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, IF IT WORKS.  I try to perform this action and, if it does work, I will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:02/14/2024

  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.

  I have been a Dexcom customer since 2019, using the G6 system. I had sensors fail here and there, and Dexcom always replaced them, no questions asked. Never once did they ask for the failed sensor back. I switched to the G7, and I have had multiple wearable failures. I submit their replacement form, like I always do, and now I am getting questions like, "can you send us the failed wearable back", or "do you have the lot #, serial #, etc"? No to either. I throw away the failed wearable and their app doesn't save the other info after the wearable fails. 50% of the time, my replacement request goes through. The other 50% of the time, I'm told a 3-5 day investigation has to take place, before my replacement request can be approved, to which I usually have to follow up, because they forget about me. I've asked several times what the expectation is, when a wearable fails, regarding keeping the failed wearable or making note of all of the other info, and no one bothers to respond. I submitted a request on 1/24/24 for a failed wearable, got the same nonsense that a 3-5 day investigation has to take place. Never heard a word since. I finally emailed back yesterday, to inquire. I am beyond frustrated with their support and Dexcom. I was told my request was denied, because I have exceeded the replacement limit in a 90 day window. First off, it is not my fault the wearables are failing. I've changed nothing, except going from the G6 to the G7. Secondly, these things are very expensive so to be told "denied", well, that is very very poor customer service, considering their support since 2019 until recently, has been absolutely stellar. My request is to get every wearable that fails from this day forward, replaced, without this 3-5 day investigation nonsense, and for them to detail their expectations (keeping the failed wearable, etc) from this day forward. I'm happy to send back a failed wearable, but they have to pay for shipping.

  Business Response

  Date: 02/16/2024

  Thank you for sharing your experience. A member of our escalations team attempted to make contact today at the phone number provide and a voicemail message was left. We understand how stressful it can be when the product doesnt perform as expected. Although this item is provided as-is without warranty, Dexcom has provided a total of 7 replacement items to the consumer in less than a 90-day period.  We encourage you to take advantage of both our training and technical support teams, as we can help improve the performance of your system, reducing the need for excessive replacements.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 02/16/2024

  Ive used the Dexcom system since 2019. This is not a training issue and Im insulted that they think thats whats wrong. I follow the instructions to a T. The problem is not with me, its with the new G7. I have a feeling its because the ************* is too short. Do not contact me via phone. Email only. Like I said, all I want is to get a replacement when one fails, without having to **** through red tape. If thats not something that Dexcom can provide, then this complaint can remain permanently on file with the BBB, so others can see the nonsense. 

  Business Response

  Date: 02/20/2024

  We understand it can be stressful when the product does not perform as you would expect. 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.  We are not suggesting that you are not following the instructions.  That said, our training and technical support teams are experienced in assisting consumers with improving the performance of the product.  We would like the opportunity to provide information and strategies on best use and practices,reducing the frequency of errors and need for replacements.
  
  As for requesting replacement sensors, Dexcom offers multiple options:
  
    The consumer may contact our 24x7 technical support team at: **************
    The may utilize our 24x7 chat option at:  ***************************************************************
    Or they may submit a service ticket via our support site : *******************************************************
  
  Thanks,
  
  *******

  Customer Answer

  Date: 02/22/2024

  I appreciate your concern. The last two sensors have operated flawlessly. Maybe it was a bad batch, but I don't know. Moving forward, if one fails tomorrow, is Dexcom going to deny my request (when am I eligible to ask for replacements again)? I do not want to go through this mess of "well, let us investigate for 3-5 business days, never hear anything back for almost two weeks, so I contact back and then got "request denied" with a why, which then prompted this complaint." I am happy to send the failed wearables back, if Dexcom provides a shipping label. If it helps you to figure out what went wrong, then I am all for it. If it is something I am doing wrong, then I need to know. Bottom line - ALL of your customer service agents need to standardize their responses to failed wearables, so I don't get this 50% of time your request is approved and 50% of the time your request is being investigated, and oh by the way, can you send us the failed wearable? I just need to know that I will be taken care of and what Dexcom's expectations are for if they do or don't want the failed wearable back, moving forward.

• Initial Complaint

  Date:02/10/2024

  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 son was diagnosed with type 1 diabetes, and the hospital prescribed him with a Dexcom g7. That was in November of 2023.We have had nothing but problems from the dexcom g7. Ive called multiple times and gotten replacements, but on Jan 30th I called to report issues once again and I was told I would receive another sensor. That was January 30th its now February 10th and I still have yet to receive my sons sensors . Hes a baby! So I call them (45min phone call) to be told they had to review my request ??? It takes 2 weeks to review a request?? Now my sons sensor expires and we dont have one this is absolutely ridiculous! There reps LIE, dont hold true to what they say, and leaves all the weight on the customers. Cant offer vouchers or nothing. This is insane.

  Business Response

  Date: 02/14/2024

  Thank you for sharing your experience with us. We understand how important it is to keep your product up and running and the stress that can result when replacement parts are not delivered as promised. We apologize for the delays and miscommunication impacting your replacement order. Leadership is constantly striving to improve the customer experience, particularly including our shipping partners and options. A member of our escalations team has spoken with the consumer and confirmed the required replacements were delivered.  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:01/22/2024

  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 am a type 1 diabetic with a tandem t slim pump and a dexcom g6 for reading my blood sugars. The dexcom g6 constantly breaks. Most recently on 1/17/24 I had two sensors and my transmitter break within hours of each other. I had no access to any more supplies. After calling Dexcom they said they would overnight ship me a new sensor and transmitter due to having no remaining supplies. It has been 5 days and we have yet to receive any dexcom supplies. We have called dexcom every other day for a status update. Dexcom is telling us the one facility in ********* has been closed since 1/17/24 due to weather. They are refusing to send us supplies from their ********** location. They have only offered for us to fly out to ********** to pick up the dexcom supplies. We live in ********. That is not a realistic solution. I currently have no access to any dexcom supplies so I am having to manually check my blood sugars every hour. This is causing my pump to get less blood sugar readings each day which is causing my blood sugars to spike. At this point their lack of help and support is directly affecting my health.

  Business Response

  Date: 01/29/2024

  Thank you for sharing your experience with us. We understand how important it is to keep your product up and running and the stress that can result when replacement parts are not delivered as promised. We apologize for the delays and miscommunication impacting your replacement order. Leadership is constantly striving to improve the customer experience, particularly including our shipping partners and options. A member of our escalations team has spoken with the consumer and confirmed a new replacement order was being processed.  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:01/22/2024

  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 3 sensors, 2 failed I requested replacements on January 15th. Its been 1 week and no shipment. My sensor expires in 1 hour and I have sever sugar dropping issues. I was told ***** is having the issue. They refuse to help and tell me purchase new ones. So you charged my insurance and want me to buy it again. That is double dipping.

  Business Response

  Date: 01/25/2024

  Thank you for sharing your experience with us. We understand how important it is to keep your product up and running and the stress that can result when replacement parts are not delivered as promised. We apologize for the delays and miscommunication impacting your replacement order. Leadership is constantly striving to improve the customer experience, particularly including our shipping partners and options. A member of our escalations team has spoken with the consumer and confirmed that replacement order was delivered on 1/23/24.  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:01/14/2024

  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 used a Dexcom G6 continuous glucose monitor for about 8 years. It is critical for my health/life safety. It works fine, most of the time. But their software regularly craps out, rendering the devise(s) unusable. Their customer service is subcontracted out to non-native English speakers in a foreign country. I spent four hours this morning trying to get my password reset, and they finally said I have to talk to Apple customer service (in ***** or ******) to reinstall their app.The product is OK, but their customer service is non-existant.

  Business Response

  Date: 01/19/2024

  Thank you for sharing your experience. We understand how stressful it can be when the product doesnt perform as expected. Were happy to discuss your experience and concerns about the product. A member of our escalations team has attempted to contact you at the phone number provided. While we were unable to reach you, we were able to verify the G6 app is currently in use showing the password issue has been resolved. However, we still encourage you to take advantage of both our training and technical support teams, as we can help improve the performance of your system.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:01/11/2024

  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 experienced numerous episodes in the past two years since using the Dexcom G6 where the phone app and the transmitter displayed wrong blood glucose levels. After recalibration based on a finger stick using a calibrated Accu-Chek Guide glucometer often the app returns to the previous wrong level. On several occasions this has resulted in severe hypoglycemia where medical assistance (ambulance) was needed because the G6 never sounded a low glucose alarm!*I just want the *** to do its job and pressure Dexcom to do its job and correct these problems

  Business Response

  Date: 01/16/2024

  Thank you for your feedback. Were happy to discuss your experience and concerns about the product, as well as provide information to help improve the performance. A member of our escalations team has attempted to contact the consumer at the phone number provided.  The customer was not available, and a voicemail message was left asking the customer to contact our technical team if additional support is needed.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 01/16/2024

  I know how to calibrate this application. I usually have to calibrate it several times in rapid succession and it still returns to the previous faulty calibration. My request is that you fix the problems in the app.

  Business Response

  Date: 01/17/2024

  Thank you again for your feedback. I attempted to contact the consumer again to discuss the consumer concern at the phone number provided.The consumer was not available, and another voicemail message was provided.  As stated in the voicemail, calibrations should not be entered in rapid succession. Once a calibration is entered, the system needs at least 3 cycles or 15 minutes to re-calibrate.  We encourage the consumer to contact our technical support team for additional support if needed.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 01/23/2024

  I know how to accurately calibrate this app! The new sensor is working correctly and calibration is working correctly. However, the fact still remains that in the past the Dexcom G6 would slip back into precalibration error post calibration causing erroneous readings. I am not convinced this issue has been resolved with the software/ hardware issue at hand.
  Can Dexcom explain why this occurred? And guarantee that this will never happen again? According to the *** there are many other VICTIMS that experienced similar adverse effects. I would rather an explanation in writing be e-mailed me at ***********************

• Initial Complaint

  Date:12/31/2023

  Type:Sales and Advertising 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 the dexcom g6 and since we start with dexcom g6 i been having problem first i week i had g6 i had Sensor Error i call in send replacement and on 12/31/2023 i had no numbers show up ********** fire department came out stuck my finger it was at 4 hundered then as every one leaving told me on reader since i used medicade and ******** Sensor Error i had to change it i keep getting this on radion one tech support when i call in dose nothing to find a permanent fix i like a fgix so it dont keep giving me senor error and no number show up on reader telling me im low but ********** ** fire department check with there finger one was 4 hundered i like coprate to help me fix it not tech support

  Business Response

  Date: 01/05/2024

  A member of our escalations team had the opportunity to speak with the consumer by phone today,1/5/24, 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: 01/05/2024

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