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:10/23/2023

  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.

  I was prescribed my first CGM, the G7 90 days ago, and I have had issues with it since day 1. Most of the problems I have, I can go on ******* or other diabetic forums and find others have the same issue. I have had 9 replaced within the last 90 days, with my most recent one replaced today after wearing it only 4 days. Every time I call tech support, they replace it with no problems. I asked one tech support agent when I called for my 8th replacement, what the limit was and she told me it was "2 in 90 days, but I have legitimate problems with my sensors, so they will always get replaced." I think tech support knows these sensors are faulty, as I can't be the only one calling with issues, so they always replace them.I am finding the G7 to be very buggy, and it was rushed to the market. I get sensor errors, signal loss, inaccurate readings to name a few, too many to post here with the "character limits." With my last sensor, I wore it for 4 days and on the 4th day it had 4 sensor errors in less than 24 hours, and this sensor was a replacement sensor that Dexcom sent me. I called tech support and will be sent another one.Is Dexcom working on the G7 to make it better? I see that there has been at least 12 or more revisions on the box, so I really hope with each revision these sensors get better, or I will be going back to painful finger sticks, because insurance doesn't pay for Freestyle Libre, which I did try, Libre 3, and it seems to work without issue.I do want to speak to someone higher up at Dexcom to see what is being done about the faulty sensors. I really wanted to like Dexcom, but 9 replacements in 90 days. That's ridiculous.

  Business Response

  Date: 10/30/2023

  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 at both the phone and email provided but was unsuccessful. 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.
  

  Customer Answer

  Date: 10/31/2023

  According to the BBB, the business read the complaint on October 30th and in the business response, no one could get hold of me via email or phone. The business makes it sound like they have tried to reach me for days and I was nowhere to be found. ***************************** called and emailed me yesterday October 30th, and I quickly emailed her back. She called me today October 31, and we had a nice conversation about the G7 and the issues I was having. If I have any more questions, I can email her back.

• Initial Complaint

  Date:10/20/2023

  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.

  I received supplies for the Dexcom G7 twice within last 3 to 6 months supplies come from Advanced Dibetes supplies Order Confirmation ADSGILYD00 [*******] last order September 2023 .Each time I try to use the supplies the needle sticks into my arm and have my arm black and blue. I called and talked to customer service and I was told I need to contact my doctor and my insurance company. I question why do I have to call my insurance company and my doctor for prescription product not working. Prior to using the G7 I was using G6 I had no problem. I called my insurance last week she called the company we talked to someone there and they said that they were going to email me return label to send back the last supplies for the G7 . I never received the email or new supplies G6. I called yesterday and I was told they arent sending out anything. Very poor business and service.

  Business Response

  Date: 10/26/2023

  Thank you for sharing your concerns with us. We understand finding a medical device that works best for you, and dealing with insurance and suppliers can all be very stressful. We are constantly striving to improve the customer experience, including exploring alternative methods of obtaining supplies and/or replacement items. A member of our escalations team has spoken with the consumer via phone to address their concerns and offer guidance on how to obtain the desired product.

• Initial Complaint

  Date:10/19/2023

  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 purchased the G6 Dexcom equipment through a prescription from my doctor on May 23, 2023, from ****** Pharmacy on ********************************************************************. My expense for the multiple components was $93.03 for the Dexcom receiver, $55.30 for the G6 transmitter and $90.49 for the G6 sensor 3 pack, for a total of $238.82. United ************************************ also paid their share. On June 17, 2023, I began using the equipment. Just one week later on June 24, 2023, I opened a door, the sensor swished all along the door under my clothing and I was injured as one of the sharp points punctured my stomach and the other edge ripped all along my stomach the length of the sensor. I called Dexcom immediately, we had a bad phone connection but I reported the injuries and asked what to do as the sensor was hanging half off. No one called me back and the sensor came completely off the next day. I decided to let the injury heal over the summer and did not want to be injured by the equipment again especially since I care for my mother one week a month and the G6 device is not located in a good place for caregivers who must bend and help patients walk, sit, lie down, etc. I saw my doctor on 9/15/23, showed him pictures of my injuries and described what happened and he agreed I should not wear the device again. The doctors also decided I do not need the continuous glucose monitoring so they won't be prescribing the G7 either. For these reasons and because I only used the device for one week, I would like to return the G6 for a full refund of what I paid as well as what my insurance company paid Dexcom. I sent Dexcom an email with these details on September 20, *************************************************************************************************************************** one month's time.

  Business Response

  Date: 10/26/2023

  Thank you for sharing your experience with us. We are sorry to hear of the injury you sustained while wearing your G6. We are constantly working on product improvements, like the lower profile of the G7, to improve the customer experience. A member of our escalations has spoken with the consumer regarding their concerns and a request for refund. Since we do not sell the product directly to consumers, 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.

  Customer Answer

  Date: 10/26/2023

  I do not accept this response and plan to submit a court claim. This product is defective, it caused an injury to me, and the manufacturer is responsible. In fact, the response from the manufacturer is very telling because the G6 device can only be worn on the stomach which is totally susceptible to injury especially by those of us who serve as caregivers. They have moved the new G7 device they mention to placement on the upper arm, an area less susceptible to injury in every day activities. I fully intend to file the court claim in the next few weeks.

  Business Response

  Date: 11/01/2023

  We understand an event such as one you experienced can be very concerning. As this is a medical device worn on the body, optimal placement is not the same for everyone. Although you mentioned your healthcare professional stated there is no need for a CGM at this time, should this change, we would recommend having further conversation with them at that time about what product and placement will work best for you personally. Should you opt to try another Dexcom product, our training and technical support teams will be at your disposal.

• Initial Complaint

  Date:10/11/2023

  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.

  the dexcom g6 requires several calibrations. but once on the g6; ******** will not cover the blood sugar strips for the calibration. my g6 read 126 but i almost fell over. i checked my meter strip reading and it was 50. so in desperate need of calibration. who is supposed to pay for the blood sugar strips for calibration. dexcom should provide the strips. if the meter is wrong and i pass out and break my neck who do i **** ********? dexcom? the *** for approving the dexcom and not providing calibration materials? when i called dexcom to ask about this the person hung up on me. the blood glucose monitors come with calibration materials so the dexcom must provide 50 blood sugar strips per each 30 day supply of sensors. calibration is needed several times after inserting a new sensor and almost once a day after that. by the way they are so overpriced. sensor technology has been around forever and the receiver and the program i could have done. they should supply the strips.

  Business Response

  Date: 10/18/2023

  Thank you for sharing your concerns with us. Unfortunately, Dexcom does not manufacture or supply glucose testing strips; however, we do recommend having them available for instances you may question the *** readings. A member of our escalations has attempted to reach the consumer at the phone and email provided but was unsuccessful. Our technical support team is happy to work with you at your convenience to improve your *** performance and help minimize the need for glucose testing strips.

  Customer Answer

  Date: 10/19/2023

  the dexcom response is corporate double talk.  the machines do not match blood sugar strip results by much greater than their 20% rule to the point of being a deadly device.  type I diabetics cannot rely on the dexcom for dosing.  the dexcom is a great tool as an aid to a blood sugar strip.  the dexcom is a great aid to know how high or low the blood sugar is rising in constant real time.  but to know the exact number of a high or low needs a blood sugar strip for dosing.  the dexcom works best for a type II diabetic.  they can determine whether or not to pass on the carbs at a meal.  but to dose with insulin as a type I is an exact calculated science and needs a blood sugar result not an interstitial fluid result.  the brain is responding to blood sugars and is totally dependent on blood sugars thus diabetics pass out and break bones and get concussions as i did.   the tv commercials claim no more need of a finger stick which is false advertising.  within the dexcom manual the directions are to constantly check the dexcom readings with a finger stick and there is a calibration directions and mode on the dexcom because they know the dexcom does not give proper readings at times.  WHY ELSE WOULD THERE BE A CALIBRATION MODE FOR THE **** ON THE MACHINE????????i am requesting that the dexcom company be medically responsible and work with ******** to provide a vial of 100 test strips to accompany the 30 day supply of sensors as their calibration and quality control checking supplies.  ******** is also to blame as they are medically ignorant. ******** covers calibration and qc supplies but they are too stupid rot know that the calibration and qc materials of the dexcom happen to be blood sugar strips.

  Business Response

  Date: 10/23/2023

  A member of our escalations team had the opportunity to speak with the consumer by phone today, 10/23/23, to discuss their concerns. While Dexcom does not provide the items the consumer is requesting, we were able to share suggestions on pursuing this with alternative pharmacies and by having a conversation with their prescribing healthcare professional. Our technical support team will remain available to the consumer to discuss or troubleshoot any issues with the Dexcom product.

  Customer Answer

  Date: 11/11/2023

  dexcom must require that all 3 pack of sensors be accompanied by 25

  pack of blood sugar strips tp serve as the calibrators, quality control materials, backup when stuck with bad sensors, backup when dexcom readings do not match symptoms, and also backup for delayed prescriptions due to unnecessary paperwork requirements.  there is too much paperwork for type 1 diabetics as our disease is permanent and not going away.  why keep filling out the same paperwork over and over stating that the patient is a type 1 diabetic and needs the dexcom.  once is enough to establish the patient necessity.  the whole medical field displays their total ignorance of diabetes.  dexcom wants to bring in the big bucks using the disease of diabetes but only takes care of the disease half assed.  the diabetic has a right to have perfectly normal blood sugars at all cost to prevent blindness, kidney disease, heart disease and nerve damage .  fat people get expensive surgeries, people get expensive *** change surgeries, drug addicts cry about their self imposed addictions and get free this and that; all diabetics want is some blood sugar strips to accompany their deacons.  it is the responsibility of dexcom to make that declaration to all the medical field involved and stop the false advertising in the commercials that no blood sugar strips are required.  there is also a problem with too many bad sensors.  dexcom has a quality control problem.

• Initial Complaint

  Date:10/09/2023

  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.

  Dexcom G7 CGM Diabetic Sensor Date purchased 8/1/23 Date issue was seen 8/6/23 Date supplier was first contacted 8/6/23, multiple times.Supplier has sent multiple replacement sensors with the same defect, from 3 different manufacturing lots, manufacturing dates.Lot number **********, Manufactured date 5/1/23 Lot Number ***********, Manufactured date 4/1/23 Lot Number **********, Manufactured date 4/1/23 This sensor should be keeping my wife's insulin in check but is not because we haven't gotten a good one yet.They appear to be apathetic about sending defective sensor out.

  Business Response

  Date: 10/16/2023

  Thank you for sharing your experience with us. A member of our escalations team has reached out to the consumer and scheduled a call for 6:45pm CST 10/17/23 to discuss their concerns and work on a resolution.

  Customer Answer

  Date: 10/17/2023

  
  Better Business Bureau:
  
  We spoke with Dexcom and feel they have addressed our issues. The representative was polite and professional. 
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:10/09/2023

  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 called Dexcom multiple times to resolve an issue with the Dexcom follow app. All followers of my sons blood sugars do not have readings throughout the entire night and periodically throughout the day. This is needed to ensure proper monitoring during the school day and ensure his safety. My call dates are as follows:( My phone history only goes back to 9/27) 9/27, 9/29 x3, 10/2x3, 10/3 x2, 10/9. I have received voicemails on 9/20, 9/22, 9/29, 10/2. I was asked what is the best call back time I stated 2-8pm eastern time zone . My first set of call backs were at ****pm and 130am. They are calling back when my son is at school and I cannot trouble shoot the issue. I have made it clear that the patient is a student and the call back time needs to be made when I am available with him. The same advice and trouble shooting steps are being told to me repetitively and have spoken to more than 6 different people.. They are unable to leave a direct phone line on their voicemail with the engineers contact number , resulting in call backs to the same tech support line and giving the same information all over again. The school nurse and us,the parents, are unable to follow his blood sugar throughout the school day and throughout the night. This is jeopardizing his education as we have to interrupt his school day to monitor him. Notification alarms are not going off causing extreme highs and lows as we have to continually reach out to him to find his sugar. I have followed all trouble shooting steps told by customer support tech support representatives and the engineers. I have been told Dexcom is aware of a cloud problem with the app. ***** phone is connected to the internet and it depicts on his follow app screen that there is no internet connection to the cloud, which I assume is where this issue is stemming from. This problem has been going on since the first week in August and the problem still exists and is unresolved.

  Business Response

  Date: 10/16/2023

  Thank you for sharing your experience with us. We are sorry to hear your app is not performing as expected and we understand how much stress this can cause when you rely on it to care for a loved one. A member of our escalations team who will be available during the consumers preferred hours has spoken with the consumer; and our escalations and engineering teams will continue working with the consumer until a resolution is met.

  Customer Answer

  Date: 10/17/2023

  Someone has called who was professional, but has yet to help me with the problem. Called before reading all my call history logs and recorded conversations. Was offended when I said she wasnt able to help me, when I stated, are you able to tell me why I dont have internet connection only on this app? She was unable to reply. Dexcom has only had yet Another customer service representative call me, not an engineer. Another third person in between myself and someone who could actually solve the problem. Continuing to have the same problem with a new email created and being used, per their intelligent suggestions. No one is helping me. Its taking days to get no where. My sons health is at risk and continuing to receive unacceptable service and products. This customer service representative told me that she is not aware of anyone have cloud issues like myself, like a previous customer service representative who is out source has previously told me. I am unable to upload the pictures I have depicting the issue via email or in here because the files are too large.

  Business Response

  Date: 10/23/2023

  The issue the consumer had reported was escalated to an internal engineering team when it was identified as a unique situation. A member of our escalations team spoke with the consumer via phone on 10/12/23 in direct response to the consumer stating they were being contacted at times that did not work with their schedule, to advise that their point on contact was changing and their new contact would be available during the preferred hours for any phone calls needed. Our escalations and engineering teams continue to work with the consumer to reach a solution to their issue.

  Customer Answer

  Date: 11/05/2023

  customer service representative is on the other side of the country. Is not calling at a time when I can trouble shoot with my sons phone and he is home. We are mostly in contact via email and I dont feel as to we have gotten anywhere. Latest advice from engineers is to delete a protection app on my sons phone so that I can get a reading. In the email with this response, representative stated after she did research on the ******* app, meaning the advice Im getting is not from an engineer. I am not getting timely resolution to this problem that affects my sons health and his everyday activities. Id still like to speak with an engineer directly that can call me at a time when I am available to have access to my sons phone.

• Initial Complaint

  Date:09/29/2023

  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.

  Contacted dexcom in September 18 about 3 failed g6 sensors, agent promised to send out replacement immediately. Called today, September 28 and was told multiple contradictory excuses as to why they hadn't been sent.Being a type1 diabetic is a 24/7/365 condition that does not care about "delivery issues". This is not the first time, faulty life dependant medical devices have not been sent and worse, dexcom agents lie and make excuses.

  Business Response

  Date: 10/06/2023

  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.  Two of the three requested replacement items were delivered on 10/2/23 and the third replacement item was delivered on 10/5/23.  Please do not hesitate to reach out to our technical support team for any further assistance needed.

• Initial Complaint

  Date:09/20/2023

  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.

  My Dexcom sensors failed three times I called Dexcom and they replaced them Then about a week ago I got a transmitter failure for two transmitters. I sent them back to Dexcom . I have called them numerous times to replace the transmitters. They were supposed to be sent ***** overnight but I never received them. The recent emails stated that they were shipped and an I thought that overnight meant estimated ship date would be Sept 25th.

  Business Response

  Date: 09/25/2023

  Thank you for sharing your experience with us. We understand how stressful it can be when replacement items dont arrive as expected. Due to a delay on the original items ordered and the consumers concern, additional replacement items were ordered. All items were delivered on 9/21/23. Please dont hesitate to reach out to our technical support team should you require further assistance.

  Customer Answer

  Date: 09/25/2023

  
  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:09/20/2023

  Type:Order 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 m a Diabetic and have been prescribed a product that is produced by the Company DEXCOM. As this is a prescription it is also very measured. Every month I pay **************** $700,oo for this and other medications. I get 3 DEXCOM Blood Sugar sensors every month to monitor my blood. However, I have been receiving DEXCOM Sensors that are useless and dent work. I contacted DEXCOM and asked for a replacements for the bad sensors but they refused. They suggested that I contact the pharmacy. The pharmacy asked me to contact DEXCOM who manufactures the faulty product. My health is being effected seriously as I can no longer monitor my blood sugar consistently.

  Business Response

  Date: 09/25/2023

  Thank you for sharing your experience with us. We understand how stressful it can be when the product does not work as expected. The email we received from the consumer on 9/18/23 specifically requested a refund,which would need to be done through the distributor or pharmacy the product was purchased. Our technical support team again spoke with the consumer by phone on 9/23/23 and agreed to provide replacements for three G7 sensors. The replacement order was booked and is pending shipment at this time. Replacement items typically arrive between three to five business days from the day the order was placed. Although we understand taking the time to have a phone conversation is not always convenient,we encourage you to take advantage of our phone agents in both our training and technical support teams, should you choose to continue using the product.  

  Customer Answer

  Date: 09/25/2023

  
  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,
  
  ***** Phillipowsky
  
   
  

• Initial Complaint

  Date:09/08/2023

  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.

  09/07/2023 Yesterday I complained to Dexcom **************** for all the current problems with Dexcom. The Dexcom manager I spoke to promised me he would replace the sensor with a new one. Last night the problem continued with another Dexcom sensor, it was completely out of control with the readings. Dexcom notified me that they were having issues with the sensors and I wouldn't be able to use my Dexcom G7 for 3 hours. This morning my Dexcom really went crazy, the unit was changing every five minutes and yet my Blood Glucose Meter should very little change in it's readings. Here are 5 readings Dexcom was giving me, #1 69, #2 76, #3 111, #4 104, and #5 97. Note each of these readings were changing within minutes of each other. Actual my Blood Glucose Meter readings were #1 89, #2 83, #3 83 #4 104 and #5 97. My most recent reading this morning was my Blood Glucose Meter 131, but Dexcom Readings were #1 174, #2 181 & #3 195 all within minutes of each other. My Dexcom Meter keeps sounding off now showing that I'm at 190. but my Blood Glucose Meter readings shows me at 131. I can't understand how Dexcom was able to release this health care product to the public when it is obvious their product has so many quality and accuracy issues. I am going to complain to my medical provider and hopefully they will stop recommending this defective product to any other patients.

  Business Response

  Date: 09/14/2023

  Thank you for sharing your experience with us. We understand how stressful it can be when the product does not perform to your expectations,and we are happy to assist with any troubleshooting required. A member of our escalations team has left messages for the consumer via phone and email, to follow up on this matter; and our technical support team is available 24/7.