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:08/23/2023

  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 called dexcom on Thursday August 17, 2023. Told him that my daughters Dexcom sensor and transmitter fell off in the pool but that was the fourth or fifth sensor that fell off the summer. Usually she catches it. This time theres a lot of people in the Porsche didnt realize and we couldnt find the transmitter or the sensor do usually really good about replacing anything that falls off or that is defective express to my daughter start school on Tuesday and I really needed a continuous glucose monitor. They said they will send it out right away. Monday comes along. I didnt receive an email with the tracking number I called them. I spoke to somebody on Monday expressed to him the same thing, and my daughter needed a glucose monitor . My representative told me they were overnighted. I didnt receive no email once again. Yesterday I called again called to three times on Tuesday. They said they were going to overnighted it Wednesday. I still havent got a tracking number I expressed to them I cant sleep at night. My daughter is not with me. Shes with her mom. I cant be at school with her all the time she misses the glucose continues monitor so I know when the sugar is low and sugar detect low sugar high glucose levels. I was just on hold for 20 cousin 30 minutes I still cant get a hold of the supervisor. I told him to give me a call back we still havent called me back in 20 minutes which they said they were gonna give me a call back in 15 minutes. I do need to get this resolved and my daughter needs her glucose monitor , they said it was ***** asphalt yesterday and the day before which was Monday because ***** is backed up. Its not *****s fault because if it was *****s fault, I wouldve had a tracking number and it was just been delayed for delivery. ***** hasnt even received the glucose monitor so its not ***** fault. They just need to call the warehouse and talk to expedited shipping how already I dont understand why thats so difficult , Ive called six times since Thursday of last week on the 17th. I do really need help getting this glucose monitor shipped out to my daughter ****.

  Business Response

  Date: 08/30/2023

  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 two separate orders were placed for the replacement items requested. Both orders were delivered on 8/28/23. Please do not hesitate to reach out to our technical support team for any further concerns or feedback.

  Customer Answer

  Date: 08/30/2023

  I want to say thank you to *****************************. She is the one who was able to figure everything out. All I ask is for the customer representatives to take some time and get answers for customers. If you dont know the answer to a question. Its okay, just let them know you will find out. I hope no other parent has to go through what I went to. Thank you for resolving the issue at hand, I appreciate it. 

  Business Response

  Date: 09/06/2023

  We genuinely appreciate your feedback and are committed to improving our order and shipping processes. Please do not hesitate to reach out to our technical support or escalation teams for any further issues.

• Initial Complaint

  Date:08/08/2023

  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.

  My name is *****************************. I write with another service issue. On August 6, 2023, my Dexcom G6 sensor became detatched prior to the end of the session. While this was happening, the device was within 20 feet. I was not using any other Bluetooth accessories at the time of signal loss. I respectfully request a warranty replacement of the Dexcom G6 sensor. Please send a warranty replacement to the address noted. I can be reached via email at *************************** should you require any further information, although I cannot imagine what could possibly justify delay in this matter. RESPONSE IS REQUESTED TODAY. Thank you for your time and attention to this matter.

  Business Response

  Date: 08/11/2023

  Thank you for sharing your experience with us. We are constantly striving to provide the best possible customer experience, and our ******* technical support team is a big part of that. A member of our escalations team has spoken with the consumer and ordered the requested replacement item. To ensure immediate service, we encourage the consumer to take advantage of our 24-hour technical support teams availability.

  Customer Answer

  Date: 08/11/2023

  The replacement item was allegedly "overnighted"  two days ago. I still don't have the warranty replacement. This company is the absolute worst. I will be following up with my doctor to see if she would be willing to just prescribe some other CGM. I cannot deal with this company's ineptness and blatant lack of caring any longer. In the meantime, if I do not receive a warranty replacement SOON, honestly, I'm just going to file a lawsuit against Dexcom for violations of the ************************* Act. Perhaps if we get your attorneys involved, and make them travel to Bucks County, ** on your dime, perhaps then you'll be inclined to honor your so-called "warranty."

  Business Response

  Date: 08/18/2023

  We understand it can be stressful waiting on medical supplies to arrive and we apologize for the delay in delivery. We are constantly striving to improve the efficiency of our product delivery as well as our customer experience. Although the items replaced are supplied as-is, we are glad we were able to provide the requested replacement. The consumer has been advised that, although we chose an overnight shipping method, outside factors may impact delivery time. The requested item was delivered on 8/14/23.

• Initial Complaint

  Date:08/04/2023

  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 purchased a Dexcom transmitter on Friday, 7/28 from my local CVS. My daughter tried to use the transmitter and it was defective. After repeated attempts to use the transmitter, we kept getting error messages and it wouldn't work. We spoke to Dexcom **************** on 7/28 and they advised us that they would send a replacement Dexcom transmitter (as well as a Dexcom sensor since we would also need to use a new sensor with the transmitter) on a priority overnight basis. We did not receive the transmitter and sensor over the weekend and contacted Dexcom on Monday, 7/31 and were told that we should allow ***** hours for processing and if we don't receive it by Tuesday, 8/1, we should contact them. We did not receive the transmitter and sensor on Tuesday, 8/1 and we escalated this to a manager at Dexcom on Wednesday, 8/2. Dexcom created a new shipment since we were informed that it appeared that the original order was lost in the system. The new Order was placed on 8/2 - - SR#******-002667 and Order #********. This Order has not shipped and we have not received a ***** tracking number even though we were assured that it would ship priority overnight. It is now Friday, 8/4 and we have been calling Dexcom daily and they keep telling us that they are escalating it with their Warehouse but they are backlogged and having warehouse problems and they are not giving us any information regarding when we can receive the replacement transmitter and sensor device. My daughter has had no transmitter since Friday, 7/28 and this is urgent. My daughter's Dexcom device does not work without the transmitter. The Dexcom is essential for my daughter's management of her Type I Diabetes.We would like Dexcom to send us the replacement transmitter (and also replacement sensor) that they promised us on a priority overnight basis. We need this to occur immediately. We are very disappointed in the treatment we have received from Dexcom and are considering leaving the Dexcom family.

  Business Response

  Date: 08/11/2023

  Thank you for sharing your experience with us. We understand the importance of ensuring your product operates as expected and the stress that can arise when this doesnt happen; and we apologize for the delays impacting the order for your replacement items. We are constantly striving to improve the customer experience, including evaluation our ordering and shipping processes, and are investigating the cause of the delays in this instance.  A member of our escalations team has spoken with the consumer and the requested items have been ordered. Please do not hesitate to reach out to our technical support team for any further concerns.

  Customer Answer

  Date: 08/11/2023

  I have not received all of the items that were promised to me by Dexcom.  Unfortunately, Dexcom continues to have warehouse delays.  Given the importance of the items that need to be replaced, I don't view this as a closed matter until I receive the items that Dexcom advised they would send me.  I await Dexcom's assignment of a Fed Ex Tracking Number to my package and receipt of these items.

  Business Response

  Date: 08/17/2023

  Although the original order for the consumer has been delivered, a second order was promised with additional items. We have reviewed this second order and determined it has been in the possession of our shipper since Monday, August 14 without progress. We sincerely apologize for the additional delay and have placed a third order with the most recent items promised to the consumer. We will provide the consumer with tracking information on this most recent order as soon as it is available.

• Initial Complaint

  Date:08/04/2023

  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.

  On July I started a new Dexcom G6 sensor and transmitter. 4 days later, on 30 July, the transmitter lost signal. After 5 hours, I replaced the sensor. 10 minutes into the warmup period, I received an alert that communications were lost. I still waited the full two hours, but the sensor did not regain communications, and the alarm sounded every 30 minutes. It is now **** hrs on a Sunday night, and I awaken at **** hrs for work Monday. I attempt a third sensor, and the same result as the last two, so I gave up until morning to attempt to get sleep. At **** hrs 31 July I tried a fourth sensor and it failed same as the last three. I contacted Dexcom and received an immediate response (!) I was eventually told by the agent the I would be overnighted 4 replacement sensors, and 1 new transmitter, as well as a return box for the faulty transmitter. 3 August and I still haven't received the sensors or the email with tracking info. I contact Dexcom again and was told by the agent I was lied to and they do not send anything next day, but I should have everything by the 4th. 4 August and I receive from Fed Ex a large box containing 1 new sensor. Dexcom tells me over the phone, the other package has not left the warehouse yet! Because of this, I will likely need to reschedule training for the pump I was to start using next week that relies on this sensor to perform it's main functions.I have no transmitter, and I can't sleep without fear of not waking up because if this diseases without it. This company has been the source of the single worst experience I have ever had with diabetes, to include the process of finding out I was sick.

  Business Response

  Date: 08/11/2023

  Thank you for sharing your experience with us. We understand the importance of ensuring your product operates as expected and the stress that can arise when this doesnt happen; and we apologize for the delays impacting the order for your replacement items. We are constantly striving to improve the customer experience, including evaluating our ordering and shipping processes, and are investigating the cause of the delays in this instance.  A member of our escalations team has spoken with the consumer and confirmed delivery of the requested items. Please do not hesitate to reach out to our technical support team for any further concerns.

• Initial Complaint

  Date:08/02/2023

  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.

  I contacted Dexcom online requesting information on their glucose monitoring systems.I never received any information or any contact whatsoever from Dexcom but I received calls and texts from an ASPN Pharmacy telling me they had contacted my physician and received a prescription for the Dexcom sensors and now needed me to contact them to arrange delivery. I never have heard of ASPN Pharmacies and had not even requested the sensors let alone given them my patient information, insurance information or doctor information. Now, they keep calling me wanting me to contact them for delivery. I finally contacted them and told them I had not requested this. They are telling me I have to pay them $150 a month for service I never requested or contacted them for.

  Business Response

  Date: 08/29/2023

  Dear *****, We tried to reach out to you via phone call and email to resolve this issue, but we were unsuccessful. Please dont hesitate to reach out if there is anything else we can help with. We greatly appreciate your feedback and value you as our Dexcom customer.

• Initial Complaint

  Date:08/02/2023

  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.

  Entire Dexcom 6 is no good! The sensors are falling off before the 10th day and now the sensor applicator got stuck in my arm, called Dexcom 11:30 while applicator stuck!! Was told slowly remove! Then I attempted to replace that one and the second applicator clicked/pricked the skin but not completely and hung, so I removed that one!! Two bad applicators out of a box of three! I am now SCARED to use the third one! I have used Dexcom for years now and have NEVER had this type of issue!! I have the Omni iPod pump to use with Dexcom, but the last shipment of equipment has been bad!! I would like Dexcom HQ notified of what is going on. Does the Dexcom 6 expire?..they are no longer staying on the 10 day duration and now the sensor applicator is getting STUCK, this is horrifying! Dexcom6 is not the same good quality!! Dexcom product is NOT what it use to be.

  Business Response

  Date: 08/08/2023

  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 has spoken with the consumer and confirmed the requested replacement items have been sent. Please do not hesitate to reach out to our technical support team for any further concerns or feedback.

• Initial Complaint

  Date:08/01/2023

  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.

  We spent several years trying to get a Dexcom meter for my father. The process was very difficult and it seems the doctors and insurance and pharmacy all have issues making it work. Having a medical background, I knew my father qualified and so we persisted and finally received the meter last year. It worked great for a few months but then progressively stopped getting a reading and stopped transmitting the reading to our phones, as it claims to do. My father has called Dexcom at least a dozen times and they have tried multiple fixes and it has only gotten worse. Someone told him it could be a faulty system and replacing would do the trick. However, ******** only covers them every five years and Dexcom is insisting they only have a one year warranty - despite the fact that the issues started during that time frame and help was requested many times. As of right now, my elderly father cannot get a new system and the one he has does not work right.

  Business Response

  Date: 08/06/2023

  Thank you for sharing your experience with us. We apologize for the miscommunication regarding the product warranty, and we are glad we were able to order a replacement. As discussed with our escalations team, the replacement item will not resolve all the concerns raised; however, we are working with the consumer on an as-needed basis to improve the performance of the product.Please do not hesitate to reach out to our escalations or technical support teams with any further concerns or feedback.

• Initial Complaint

  Date:07/31/2023

  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 started using a Dexcom G7 device to monitor my diabetes over two months ago. About two weeks ago the sensor was accidentally ripped off my arm. My new supplies werent going to be sent until around July 30. I called Dexcom, and they were nice enough to send me a free sample. I tried putting the sensor on this morning, and the receiver said that it had failed and should be removed immediately. When I looked at it, I saw that it didnt have the silver thread that goes into your arm. Apparently it was defective. I called Dexcom and told them what happened. I was told that since it was a sample, they wouldnt send me a replacement. I feel Dexcom should stand by their products, whether they are paid for or samples. They are very expensive, and Dexcom should replace their defective products.

  Business Response

  Date: 08/06/2023

  We appreciate you sharing your experience and apologize for the misunderstanding; and we thank you for connecting with a member of our escalations team to discuss your request. We are happy we were able to order a replacement for the sample you were unable to use. You should expect delivery of the item the week of August 7. Please do not hesitate to reach out to our technical support team for any further concerns or feedback.

  Customer Answer

  Date: 08/07/2023

  
  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:07/31/2023

  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 attempted to use this product on the upper arm as instructed and the sensors do not stick. Three have just fallen off or not attached in the first place and one came off while I was rolling over in my sleep. I contacted the company for replacements on the first two and they acted like it was my fault and gave me such attitude for reporting it that I didn't even bother on the next two. I was given the option to purchase additional adhesive assistance, paying for it by myself since insurance doesn't cover that, but besides that it didn't help. I'm not sure why, when you know there is a problem with your product, and you do know because you offer on your website how to purchase the proposed remedy, why you wouldn't just include that when you send out the original product. I was very hopeful about this system since I am a brittle diabetic and struggle constantly with keeping my blood sugars under control, however, this product is not user friendly nor reliable. I will be making sure to tell my doctor that I don't think they should be so highly recommending this product because it is very dangerous when the product doesn't work correctly. It is sad because my Libre does not have the same issues even though it is the same size it adheres for the 10 days as promised and when it doesn't they are more than happy to send replacements overnight instead of a week later. I am going back to using my Freestyle Libre until other users give proof that this product has been improved or another company offers the same type of product.

  Business Response

  Date: 08/06/2023

  Thank you for sharing your experience, and we are sorry to hear the product did not work as you expected. We are constantly striving to improve the product performance and customer experience. Unfortunately, since this is a medical device with adhesive, the adhesion does not work the same for everyone; so, we aim to provide as much information as we can to help improve the performance. Should you decide to continue using the product, or simply wish to discuss matters further, please do not hesitate to reach out to our technical support team at your convenience.

• Initial Complaint

  Date:07/23/2023

  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 am on ******** and was using the G6 dexcom for about a year when my doctor switched me to a G7. I have a receiver for the G6 but it is an older one that I got a year ago and will not update to G7. I need a receiver as I plan to get rid of my phone that works with the Dexcom and get a flip phone. Dexcom needs to make my G6 receiver update to G7 or allow an exchange as I will not be able to use G7.

  Business Response

  Date: 07/28/2023

  Thank you for posting your concerns regarding your receiver.  Since we do not currently have a software update for your product, we are happy to provide the needed item as a courtesy.  A member of our escalations team has spoken with the consumer and the requested item has been ordered. Please do not hesitate to reach out to our technical support team for any further assistance.

  Customer Answer

  Date: 07/28/2023

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