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:12/28/2023

  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.

  Over the last couple of months, I have not been receiving compatible Dexcom G7 sensors for my Tandem TSLIMX2 Pump (which is updated and compatible). I have contacted Tandem, Dexcom and my supplier Adapthealth, Solara Medical Supplies. Recently, Dexcom send me replacements that they ensured were compatible and they werent when I received them. They now are refusing to correct this and send the right ones by saying this issue now requires further investigation into why so many replacements have been sent to me in such a small period of time.This is unacceptable and I need these sensors to survive. They keep giving me the run around when I call and have been hung up on several times. I've done everything they've asked me to do.

  Business Response

  Date: 01/02/2024

  Thank you for sharing your experience. 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 11 replacement items to the consumer in less than a 30-day period, delivered between 12/5/23 and 12/28/23. 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.
  
  Of the 11 replacement sensors, 2 were G6 sensors that have no compatibility issues Tandem TSLIMX2 Pump, 4 of the replacement sensors were G7 sensors being replaced for what the consumer reported as adhesive issues the sensors falling off and the ************* of the replacement sensors were Tandem TSLIMX2 Pump compatible G7 sensors being replaced due to the incompatibility reported.  3 G7 sensors would be considered a full order so the 5 already provided exceeds the consumer request.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 01/02/2024

  Getting a hold of you was tedious and as if purposefully set up to irritate customers with issues of your products. I wouldn't take the time to involve the BBB if I felt it wasn't necessary for not only other customers to know but businesses as well. 

  Many of these sensors you speak of were never sent to me or didnt arrive. I never received 2 G6 sensors either. Finally today I received 3 G7 sensors that are supposedly compatible but we won't know until it comes time to use it which in turn is nerve wracking.

  Please post this for other customers to read and be aware of these hazards I experience as a Dexcom patient.

  Business Response

  Date: 01/03/2024

  Thank you for your feedback.  We apologize that you had trouble in reaching our technical support staff.  For your convenience, our technical support teams are available 24/7.  You can also contact our technical support team via chat and even request a call back via our support site.
  
  As for the G6 sensors in question , the ***** tracking number is 787530307684.  ***** shows this package was delivered on 12/8/23 at 12:44 PM.  Our technical support team will remain available to discuss or troubleshoot any issues you may experience with the Dexcom product.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:12/22/2023

  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.

  Ive been on the Dexcom many years. The us med company switched me to A g7. It is terrible and extremely inaccurate. They wont switch me back to g6 because Im a ******** patient. So Dexcom makes the product but us med supplies it. Ive had diabetes for 52 years. This is very upsetting to me and I have nighttime problems during sleep. I dont no what to do.

  Business Response

  Date: 12/27/2023

  A member of our escalations team had the opportunity to speak with the consumer by phone today,12/27/23, 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:12/21/2023

  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 is a company that manufactures continuous glucose monitors for type 1 diabetics. They are supposed to replace any and all defective sensors. I am currently waiting on at least 4 from the past several months. I have answered all emails and then I never get an email back. *** called multiple times requesting a call back from a manager and from the department they put my sons account in. No one calls, yet, every single rep says they guarantee a call. Theres also no phone number for the department they sent my sons account to. Yea ok. My son is 10 and active. Its normal for these to fall off or stop working and theyve stopped insuring their products at this point, with my son. One of their faulty sensors couldve sent my son to the hospital, had I trusted it. Thankfully I knew better. Dexcom never bothered to care about it and that is one of the ones Im waiting for. This was from July. So, from July to now, my son hasnt had all of his cgm sensors because theyre not sending replacements like theyre supposed to. Literally no one at Dexcom actually cares. They solely care about money and not replacing their faulty products.

  Business Response

  Date: 12/27/2023

  Thank you for sharing your experience. 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 an excessive amount of replacement items to the consumer.  The consumer has created over 50 online accounts with product replacement requests across the multiple accounts.  The consumer has spoken with multiple members of our escalations team regarding these excessive requests.  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: 12/27/2023

  I have TWO accounts because I have TWO kids with diabetes and Im pretty sure YOUR employees created extra ones because ironically, the last 2 reps ******* find the account and the very last rep made a new account so, I think more training is due on your end. Pull the phone calls and you can hear her saying shes going to create another one even though I told her there already is one. Again, more training is definitely needed for your employees. 
  

  Dexcom makes faulty products and you can join any Dexcom user fb page and SEE all the complaints, ESPECIALLY for g7. Its a subpar product that costs way too much money for how many issues & errors people have with it. Ive been told by employees before that skinny kids often have issues but Dexcom hasnt done anything to fix that.
    I hope more people go to libre because thats definitely what were going to do 

  Business Response

  Date: 01/02/2024

  In reviewing the accounts, not all, yet most of them were found the to be user created.
  
  In addition, we are sorry to hear you feel this replacement rate is necessary and want to do everything we can to help improve your experience. Our 24/7 technical support team strives to provide consumers with information on optimizing the performance of the product and will remain available to the consumer. The courtesy replacements we provide are intended to cover the period of product use lost between prescription refills. Please reach out to our technical support team at your convenience, so we can assist.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 01/19/2024

  Nope, most were not user created but go ahead and keep lying to save face. They were created by YOUR employees who could not find the right account in the first place. 
  You tell me to call technical support like I havent many times already? Im sure you can see all my emails and calls. Even spoke with a manager who said replacements were on their way. This was a month ago and nothing. Not surprising. There are so many complaints about Dexcom amongst all the ******** groups. Its. Shame you cant make this product and your customer service better. 
  

• Initial Complaint

  Date:12/20/2023

  Type:Delivery 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 will not send me the right sensors in order for my insulin pump to work correctly I have called them and explained and explained to them the situation over and over again with no prevail my blood sugars are all over the place and will probably have to be hospitalized due to the poor decisions of there customer service agents and there lack of knowledge about the product

  Business Response

  Date: 12/26/2023

  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: 12/26/2023

  this shouldnt be a generic response from the company as my health depends entirely that there staff and employees actually understand and know about the product.

  Business Response

  Date: 12/27/2023

  A member of our escalations team attempted to contact the consumer by phone today, 12/27/23, to discuss their concerns.  Another voicemail message was provided.  Dexcom technical support is aware of a sensor incompatibility issue with one of our insulin pump partners and replacement process has been established. Our technical support team will remain available 24/7 to discuss or troubleshoot any issues you may experience with the Dexcom product.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:12/11/2023

  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 unable to use the online form for product support/replacement that is offered to users as my address does not populate in the address field and this leads me to not be able to chose my address and submit the form. 2 days and 3 hour or more long calls to the company and the final thing I was told was to select a different address in the drop down. This would risk my expensive medical devices being sent to someone else (the address that I chose that was not mine) and this would be a risk to my personal health information as that receiver would see my medical devices and my personal/private medical status would be revealed to them. Really- this is a solution? I am floored. I am going to report this here so others are aware and also to every regulatory body I am able to.

  Business Response

  Date: 12/13/2023

  A member of the Dexcom escalations team reached out to this customer on December 12, 2023 and updated the address on the customer account. A follow up call was made on December 13, 2023 to confirm the customer was now able to use the online portal.  The customer was not available and voicemail message was left asking the customer to contact our technical team if additional support be needed.

  Customer Answer

  Date: 12/14/2023

  I have tried to utilize the on-line product replacement support/request form this morning.  After clearing my history/cookies etc I attempted to try on Firefox, Edge, Chrome, and Safari and my address is not available in the drop down menu which is preventing me from being able to type int he city and state felds and submit the form.  I am agaiin on the phone with support making this the 5th hour this week I am spending trying to get someone to fix this so I can request replacements easily online as all the other Dexcom customers are afforded the opportunity to do.  QUESTION: Once my address is populated will all the other users see it when they use the drop down?  Because I see a select few of my neighbors addresses in there and wonder if this is a HIPAA issue- I can now infer that they have a medical diagnosis of diabetes and use your product.  Yikes!!!!

  Business Response

  Date: 12/18/2023

  Thank you for your feedback.  A member of our escalations team has attempted to contact the consumer at the phone number provided.
  We do apologize that one our multiple methods of contact is currently unavailable to you.  However, you can still utilize our 24x7 technical support available by phone or through chat. You can even use the forms to request a call back. 
  
  Thanks,
  
  *******

  Customer Answer

  Date: 12/20/2023

  Hello,

  I received a call on 12/13/23 and called back on 12/14/23 at 7:26AM for a 49 minute call that resulted in the issue not being fixed and I was told ******* would be "personally seeing this through" and I have not received on call back.  If you have documentation of outreach attempts to me that I did not respond to please post them and I will also post my phone record so you can see you called me on 12/13/23 and I called back on 12/14/23.  My address is still not in the drop down. 

  Thanks,

  *****

  Business Response

  Date: 01/24/2024

  We apologize as the customers address does not match with our current address look up and verification system.  We are unable to provide an ETA on when this may be corrected.  Until then, the patent can use any one of our other 24/7 methods of communication by phone or via chat.
  

  Thanks,

   

  *******

• Initial Complaint

  Date:12/06/2023

  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.

  Son's (***) Dexcom Wearable failed. Did not last 10 days as it promises (markets). I entered all the information requested to get a replacement. Dexcom is able to pull up my son's account to see when it Failed. Upon reaching out to Dexcom the emails bounce back to me but they want me to communicate to them. I also did a Chat online with a Dexcom employee, ********************* O 12/5/23 & he refused to help as well. Dexcom replaces failed sensors and wearables. They are refusing to replace *********************** failed Dexcom wearable. ***'s DOB 3/21/2012 & his Dexcom user name is *******. ********************** has access to all his information. They can see when it failed.

  Business Response

  Date: 12/11/2023

  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, 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. Although this item is provided as-is without warranty, Dexcom has provided a total of 10 replacement items to the consumer in the past 90 days, delivered between 9/21/23 and 12/9/23. 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: 12/12/2023

   Dexcom markets that a sensor or wearable is 10 days.....the product has promised 10 days of use, my son's wearable has not lasted 10 days as marketed.  Dexcom is not being truthful.  Also, why in my attachments does it request a response but then Dexcom Tech support blocks my email?  That has never been addressed.  Dexcom should not be returning my emails as undeliverable. 

  Business Response

  Date: 12/14/2023

  We apologize that you experienced technical difficulties while trying to email our technical support department.  A member of our escalations team has attempted to contact the consumer at the phone number provided. A ticket was created to alert our IT department on Friday 12/8/23,and the issue was resolved on Monday 12/11/23.
  
  In addition, I wanted to share that a courtesy sensor was shipped to the consumer on 12/12/23 and is expected to be delivered on 12/15/23.
  
  Please dont hesitate to reach out to our technical support team should you require further assistance.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 12/20/2023

  
  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:11/20/2023

  Type:Product 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.

  Been using Dexcom G6 a while now, for a while now Im along with every customer complaint about sensors providing inaccurate readings, some do not last the full 10 days. A few lost signals. Lately Ive been getting inaccuracies more than usual, Dexcom seems to wanna put the blame on customers instead of taking accountability for their failed devices. In the past I went far as to photo all my inaccuracies next to my meter with a finger stick number side by side to show how far off the readings are off. I take photos even after calibrating. I then email Dexcom and send the photos as my proof. Getting replacements more than usual, theyre not pointing the finger at me because they surely will try.Had another experience with the same issues, I decided to do the same by providing proof of my inaccuracies and one continued losing signal, therefore two replacements Im currently owed and Im being told Ive exceeded my limit and needs approval, Ive gotten about three calls from Dexcom to so call trying to troubleshoot, I believe it was another reason behind all these calls, I never received this many calls by three different people before, each tell me the two replacements will be reviewed by a supervisor and a email will go out with tracking. Each time I call to inquire about the two replacements Im told the same bull c*** Going on two weeks and still nothing.I requested for a replacement because I had to remove my devices due to a MRI, I was told the replacement would be shipped over night express and should arrive next day. Was wondering why my email confirmation did not come, two days later I called Dexcom to find out whats going on, for some reason it was not even found in the system, this happens quite often as well, times you report these things for a replacement we deserve and no data is input into the computer and have to start over again. Its pretty sad when youre submitting proof and still gives customers a difficult time, this is wrong. Its our lives.

  Business Response

  Date: 11/22/2023

  Thank you for sharing your experience with us. We understand how frustrating it can be when the product does not work as expected, and your feedback is an important part of our continual improvement process. A member of our escalations team has connected with the consumer by phone and discussed ways of improving the performance of the product. Please do not hesitate to reach out to our technical support team for further assistance.

  Customer Answer

  Date: 12/12/2023

  I was contacted by Dexcom regarding my complaint by a gentleman name ****. This call was so called to figure out why Im having many sensor errors and what I thought was to troubleshoot shoot to see what the problem is.
  
  This call was held for approximately ***** minutes with him constantly discussing his very own experience with Dexcom, indicated he too use the device and do not have any problems, I stopped him in his tracks stating every person is not the same. It came off as Im the only customer who reported these issues. I advised him to pull up there reviews and read for himself, **** was not trying to hear anything of that matter.
  
  ***** discussing issues Im already aware of non stop. Then tried to accuse me of having many sensors on hand and stated 9 were sent to me within 90 days. I informed him I only had two and thats enough for me until Im due for my next order, went on to state its not adding up. If I continued needing to change my sensors due to ongoing errors, loss signal and not lasting ten whole days ummm he should do the math.
  
  I did submit a complaint to Dexcom addressed it to a Supervisor regarding this conversation, input my contact info and have not heard anything. In my complaint with BBB I indicated many calls I received and each person had different so called troubleshooting methods. Was asked have I tried the upper thigh or back of the arm, I stated no. This was not the first time I was asked this question. My next sensor change I decided to try my upper thighs just for a trial to see if anything changes, seems I had two sensor changes using the upper thighs and unbelievable I did not encounter any errors. I then written Dexcom to telephone me to make certain if its wise to just shy away from the abdomen area for a while to give it a break from years of applying the sensors. No one reached out. Prior the representative says I need to ask my doctor about changing the location, keep telling them my doctor ****** she cant answer that because she did not make these products and only know of stomach. Dexcom cant answer any such about there own product, at least there representatives reading off of something. I caught on to that months ago.
  
  *************************

  Business Response

  Date: 12/13/2023

  A member of our escalations team had the opportunity to speak with the consumer by phone today,12/13/23, 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: 12/19/2023

  
  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:11/06/2023

  Type:Customer Service 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.

  Unacceptable **************** Experience with ********************** on 11/6/2023 between 10 am and 11 am est I am writing to file a formal complaint against Dexcom due to an extremely disappointing and frustrating customer service experience. My family and I attempted to set up my 10-year-old daughter's Dexcom G6 with the Omnipod 5 Pump, a combination promoted on your website as compatible. Our ordeal began when we contacted Dexcom customer service, and it unfolded as follows:1. We encountered an unhelpful and disrespectful customer service representative, ****, who displayed a belligerent attitude. **** insisted that the Dexcom G6 would not work with the Omnipod 5 and rudely stated that we needed to purchase a cell phone. He refused to listen to our explanations and raised his voice during the conversation.2. We decided to call Omnipod customer service for assistance and requested a transfer to a different Dexcom representative. The Omnipod representative assured us that he would brief the Dexcom representative before transferring the call. However, the situation repeated itself with a representative named *******. ******* refused to assist us, expressed skepticism, and insisted that a cell phone was mandatory for Dexcom G6 use. He abruptly hung up on us.This entire experience was disheartening and left us deeply dissatisfied. No customer should ever be treated in such an unprofessional and disrespectful manner. What's more, it's frustrating that your customer service representatives seem uninformed about the compatibility of the Dexcom G6 with the Omnipod, despite your website promoting this partnership.We are filing this complaint with the Better Business Bureau (BBB) to bring attention to this issue and seek a resolution. We request Dexcom to investigate this matter thoroughly, take appropriate action with the individuals involved, and provide us with a solution to our technical issue. We expect a prompt and respectful resolution to this matter.

  Business Response

  Date: 11/13/2023

  Thank you for sharing your feedback. We apologize for the poor customer experience and are constantly striving to improve. A member of leadership has reached out via the email address provided to request additional information and advise the consumer on part of our improvement process. Please feel free to reply should you with to discuss the matter further. Additionally,our technical support team will continue to be available as needed.

  Customer Answer

  Date: 11/14/2023

  
  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:10/24/2023

  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.

  My daughter was recently switched to G7. The G6 regularly showed extremely high readings that over ****** points off. She is a brittle diabetic. She had a sensor yesterday that read 70 and her finger stick was accurate at 161. When we called tech support, he said the reason we cant calibrate the app is the numbers were within 20%. The sensor was replaced for inaccuracy. Today, a new sensor was applied and immediately after warm up sent us a critical alert of 43. She did a finger stick and it was 147. We called tech support and **** who was pushy and over talked me said that a sensor takes 24 hours to get used to a persons body and will give faulty readings within the 24 hours. This is ridiculous that every 10th day, the first day is a waste of time and not accurate. ******** is being billed $7000 a month for 3 sensors and 3 days a month for a brittle diabetic it doesnt work? How is this legal? We will give this sensor one more try as she agreed to send out 2 replacment sensors. We may be switching to Libre 3 if this poor buisness model doesnt fix the sensory issue. These are human being lives and with diabetes, there isnt room for this type of errors.

  Business Response

  Date: 10/31/2023

  Thank you for sharing your experience with us, and for taking the time to speak with a member of our escalations team. We will continue working with the consumer on an as-needed basis to provide troubleshooting and feedback and have placed an order for some additional sensors to be delivered as soon as possible.

  Customer Answer

  Date: 10/31/2023

  
  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:10/23/2023

  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.

  September 2023, I filled out an application on the Dexcom website for a 10-day free trial of the Dexcom G7 CGM at *************************************************************************************************************************************************************************************************** My application was approved, but when my doctor sent the prescription to the pharmacy, it was over $350, no free trial. When I reached out to my doctor, she said I needed to call Dexcom for the correct code to give the pharmacy. When I called Dexcom, they transferred me around to 8 different people, each of whom gave me a different answer, and none of them were truthful or helpful. This was a bait and switch.

  Business Response

  Date: 10/27/2023

  Dexcom contacted the consumer in effort to resolve their concerns but the consumer informed Dexcom that the concerns had been resolved. Our team asked if the consumer had any other concerns, but the consumer declined further support.