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:07/23/2023

  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 have had extremely faulty readings that have been off more than 200 points, which landed me in the hospital! The inaccuracies are ridiculous and extreme, and they should pay for the hospital bills! I have used the Dexcom for years and it has previously been reliable. Why are they sooooooo far off now??? This is something that people rely on, and it has completely failed. Now, the transmitter stopped working. I called Dexcom to get a replacement and spoke to an *** who said they would send out a replacement. He took the address to ship it too and I thought I should be receiving one in the mail yesterday (****). Since I live in a remote area, I had it shipped to a friends home and went there to wait for the delivery that NEVER came. It was an 1.5 hour drive both ways for me. They lied and cheated. I called Dexcom and the woman connected me to a supervisor (his name was ***) at my request. He had no idea of any shipment coming to me, but he said that he would get me the two sensors and a transmitter that had quit working. He promised that I would send emails confirming the shipment of the sensors and transmitter that were being flown out to me, and would be delivered to a local grocery store pharmacy. I have not received any emails from *** regarding this transaction. My recommendation is that if you enjoy wasting your time on the phone thinking that you will get a resolution to your problem you are unfortunately wrong. I have spent 3 hours driving to pick up something that was never even ordered for me! My time between hold and trying to come to a resolution and get replacements of failed equipment is about 3 hours now. I am on hold right now again, and it has been 13 minutes so far, and as of this morning I still have not received an answer.I spoke to a very nice person who explained that the DO NOT DELIVER OVER THE WEEKEND!!! All the promised by *** and *** (supervisor) were not true! I was guaranteed to get them today! I still have not received the email.

  Business Response

  Date: 07/28/2023

  Thank you for sharing your experience with us. We understand the stress and frustration that can arise when the product does not work as expected and replacement items do not arrive in the time promised. We are constantly striving the improve the customer experience, including evaluating our shipping partners and methods for alternatives that will better suit our customers. Two separate orders with the requested items were shipped and delivered on 7/25/23 and 7/26/23. Please do not hesitate to reach out to our technical support team for any further concerns or feedback.

• Initial Complaint

  Date:07/17/2023

  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 85 year old mother has been a Dexcom 6 customer for several years and had repeated challenges with the quality of the their products. Typically, her issues are related to faulty sensors, but recently she has had a transmitter issue that has taken way too long to rectify. I have made several calls myself and customer service sent the wrong replacement product. They also lied and reported expedited shipping was provided for the replacement transmitter which is not the case according to the tracking information. I called two times today and needed to schedule a return call because technical support was "experiencing longer than normal wait times" which is always the case. When I finally received a call back hours later it was from the same *********** call center that made the previous mistakes. I asked to speak with a supervisor and was placed on a long hold, then told no one was available. My request to be transferred to an onshore representative was refused and I was told there was nothing that could be done and the product was on its way. When my mother called last week she also spoke with a support specialist from *************** call center who had a "very strong accent" which made the call last a longer than normal and was upsetting to her. I have experienced that same even though I have remained very patient when I have called myself. The products from Dexcom are medical devices and the replacement process should be different. Dexcom is not standing behind the quality of their product nor are they providing a level of acceptable customer support. I am sure like my mother, many of the Dexcom customers are senior citizens, and I feel as though Dexcom should be held accountable not only to replace items in timely manner (expedited in our case) but provide a level of support that is reflective of the nature of their product. A investigation should occur immediately regarding the quality of customer service provided by the service center in ***************.

  Business Response

  Date: 07/22/2023

  We appreciate you sharing your experience and understand the frustration caused by not receiving replacement items when they are promised or needed. We are constantly striving to improve our customer experience and your feedback is an important part of that process. A member of our escalations team has spoken with the consumer and will be reviewing their interactions with our technical support team to pass along that feedback to our leadership and training teams. The replacement requested by the consumer was delivered on 7/18/23. Our escalations and technical support teams will continue working with the consumer on an as-needed basis.

• Initial Complaint

  Date:07/10/2023

  Type:Order 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.

  Around February 2023, I purchased as usual Dexcom transmitter and sensors. The transmitter stopped working before May 20, 2023. When I returned from my trip I notified Dexcom around mid June. Dexcom agreed to send transmitter, then lied and erased our recorded conversation and sent sensor instead. I never asked for a sensor. The company is a fraud and deserves to go out of business.

  Business Response

  Date: 07/17/2023

  We appreciate you bringing your concerns to our attention. Members of our Technical Support and Escalation teams have spoken with the consumer regarding the warranty for the item in question. The warranty on a G6 transmitter is 90 consecutive days from the first day of use, and the item operated from 2/19/23 through 5/21/23.  Unfortunately, the consumer chose to end the phone call with our Escalations team prior to any arrangements being made, so a follow-up email has been sent to the consumer offering to clarify any remaining concerns about the warranty and to have management review these concerns for the purpose of approving a one-time good will transmitter due to the confusion.

• Initial Complaint

  Date:07/08/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dexcom over my years of use, consistently provides patients with defective sensors. Recently they have refused to replace defective sensors. On July 1, 2023 I had 3 G6 sensor fails which I reported to Dexcom via their Chat function. They were designated: Dexcom Tech Support - 230701-001137, 230701-005682, 230701-005932. Each says, "If any replacement was sent, another email will arrive with tracking information when it is picked up by the carrier." By July 8th, I've received no notification of any further action on Dexcom's part. This company makes money by promising what it does not uniformly deliver. The patient is made more vulnerable by their reliance on defective sensors. To simply fail to respond, as appears to be Dexcom's practice, is unconscionable. If Dexcom feels these deficiencies are due to user error, why not supply adequate training? Their website training offerings are too basic to address these problems. I believe that is because the problem is with the product, not the user. I am contemplating a return to finger sticks.

  Business Response

  Date: 07/13/2023

  Thank you for posting your experience and for speaking with a member of our escalations team. We understand how stressful it can be when the product does not work as expected. We are currently reviewing our policy on replacements and will likely be revising it soon. Another replacement sensor was ordered on 7/10/2023. Our escalations team will continue to work with you directly to help improve the performance of your system. Please do not hesitate to reach out to our technical support or escalations teams for further assistance or feedback.

• Initial Complaint

  Date:06/30/2023

  Type:Order 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.

  Monday evening I replaced my continuous glucose monitor (CGM). 23 hours later Tuesday night the product fell off and failed despite following all proper instructions and applying the overpatch. Now today a second g7 fell off in the morning just putting on clothes. These are suppose to last 10 *************** only issues enough for 10 days. Yet customer service is refusing to send a replacement for their defective product because I exceeded the allowed number of broken units. My insurance wont cover defects and replacements are over $150 each. This is not something I can go without as a medicinal device. I highly recommend you stay away from dexcom.

  Business Response

  Date: 07/07/2023

  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, arranged for the needed replacement items, 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.

• Initial Complaint

  Date:06/26/2023

  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.

  Our daughter received a Dexcom *** two years ago. The *** works fine but the procurement of the supplies is a tragedy. In ********, Dexcom fullfills their orders through ******** (and their parent Cardinal Health). ******** might possibly be the worst business I've ever had to deal with. Since that time, I've had to call almost every three months to follow up with ******** to receive her supplies. Reasons that I've been told they could not send the orders: 1. They didn't have ******** authorization (our daughter is not on ********)2. They didn't have insurance authorization (our family has had the same insurance number for 20 years)3. They didn't receive the co-pay (I've got four credit cards on file with them) 4. They needed to get prior Doctor authorization (our daughter has been going to the same Dr. for 10 years)5. They needed proof of condition (our daughter has been a Type 1 diabetic since she was three years old)Every three months it's the same thing. Blaming me for reasons why the shipment didn't come. I've been hung up on, put on hold for hours, had to talk to the ******** "emergency response team", had to get out daughter's nurse to call a ******** while I was on the phone, had to call Dexcom directly because I couldn't get any supplies sent from ********, etc. etc. The Dexcom *** works fine but we are giving up on it because I can no longer spend hours on the phone every three months just to get the supplies. Sorry Dexcom. Until you stop using ******** for your distribution, I can't deal with this anymore.

  Business Response

  Date: 08/21/2023

  Hello ******,
  
   
  
  Thank you for taking the time to share your feedback regarding your experience with your childs medical distributor. We apologize that we could not get in touch with you to further discuss your concerns. Please dont hesitate to reach out to our Customer Support team if you have any further questions or need any assistance. Our Customer Support team can be reached at **************, Monday Friday 6am 5pm PST.
  
   
  
  Thank you,
  Customer ******************************* | **********************
  ******************************************************************
  1 ************** | www.dexcom.com
   
  Dexcom CGM now available at pharmacy. 
  Learn more at dexcom.com/rx

• Initial Complaint

  Date:06/16/2023

  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 child has been a Dexcom user for 4 to 5 years on ********************** G6. We have had issues with sensors not lasting the full 10 days. (Full documentation if needed) Dexcom has changed its policy to replacing one sensor per month even though some only last two days (currently experiencing a failure after a day and a half). Tech support blames user error even though issues with the device are staggering in the FDAs website with multiple different types of issues with accuracy. When a child has an incurable disease that treatment is dependent a product with no alternative since our pump Omnipod 5 only works with Dexcom G6. I am requesting the company acknowledge these issues and come to a resolution with me personally since this is a long standing and known issue. Attached is a screenshot showing issues starting in 2019 and I have a 241 other documented failures of the product. Never any acknowledgment from Dexcom that they are aware of the issues.

  Business Response

  Date: 06/23/2023

  Thank you for taking the time to share your experience and speak with a member of our escalations team. Your feedback on the product and customer experience is an important part of our ongoing improvement processes. Were happy we were able to approve the requested replacement items.  Please continue to reach out to our technical support team for any assistance needed, or any additional feedback you wish to share.

  Customer Answer

  Date: 06/23/2023

  
  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.
  
  I will say ******** was great,  I was very open with her on the issues I was facing and she listened.  I will continue to escalate issues as they come up and have an open dialogue with Dexcom Tech Support leadership.

  
  Regards,
  
  ***********************
  
   

  
  

• Initial Complaint

  Date:05/30/2023

  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 am diabetic and use a CGM. My Dexcom G6 will not work with my new iPhone. I need it as an alternative to many finger ****** to monitor my blood sugar. I have made repeated attempts to contact them by phone and online, An online help request was ignored for two days, I just sent another. My first phone call response was that the online method would get an answer faster. My second phone call said the wait would be 45 minutes with an offer to take my number and call me back. That was 11:10 am. It is now 3:01 CDT and they have not called back. I need to contact tech support but they cannot be reached.

  Business Response

  Date: 06/06/2023

  Thank you for sharing your experience and for taking the time to speak with a member of our escalations team. We are happy we were able to order a courtesy receiver since the operating system on your smart device has not yet passed our compatibility testing. Our compatibility testing is an ongoing cycle, and we are working to get your device and operating system on our compatibility list as soon as possible. Please do not hesitate to reach out to our Technical Support team at ************ if you have any further questions or concerns. 

• Initial Complaint

  Date:05/28/2023

  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.

  5/20/2023 This dispute is over the replacement of a faulty continuous glucose monitoring sensor. The sensor was applied as per instructions of the device, however the applicator was stuck in the engaged process and would not disengage. I followed protocol and requested a replacement, however was told a supervisor would need to review the case and decide. However, after reaching out 2 more times, I am still being told it is waiting on a supervisor. No resolution has been delivered.Ticket# ******-001541

  Business Response

  Date: 06/03/2023

  Thank you for sharing your experience with us. We are constantly striving to improve the customer experience, especially in light of the recent changes in our replacement policy.Your replacement request was reviewed and approved on 6/2/2023 and is expected to be delivered by 6/6/2023. We're happy to discuss any further concerns you may have or clarify the restrictions on replacements.  Please feel free to reach out to our technical support team to discuss.

  Customer Answer

  Date: 06/06/2023

  
  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.
  
   
  

• Initial Complaint

  Date:05/27/2023

  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.

  G6 sensors are marketed at 10 day wear. Last 4 have fallen off within 24 hours, Dexcom refuses to replace because we've exceeded our replacement requests. Before they settled on that excuse we got various others for not fixing the issues including outright lies; about ***** not running on weekends, ability to overnight ship, warehouse being open and take zero responsibility for faulty product being issued in an attempt to push users to G7 which doesn't work with insulin pumps. All of this jeopardizing the health of an 8 year old child for whom this is literally life saving technology. Disgusting. Pretty sure there's a lemon law or something similar to protect consumers from a business issuing useless junk repeatedly.

  Business Response

  Date: 06/03/2023

  We appreciate you taking the time to post your experience and concerns. A member of our escalations team has reached out via email and will be working with the consumer on an ongoing basis to assist in improving product performance and answering any questions that arise.

  Customer Answer

  Date: 06/04/2023

  This response takes zero responsibility or accountability for the failure of the product, or their refusal to replace faulty product, but instead attempts to blame our ineptitude in using the product.

  Business Response

  Date: 06/09/2023

  We apologize for any miscommunication and want to reassure you we are not placing blame. Via email conversation with the consumer, it was determined the damage to the product occurred after it had been put into use. The cause of the damage was not disclosed to **. A member of our escalations team has provided "best practice" guidelines and additional suggestions to the consumer to aid in minimizing the frequency of this issue. Although the product in question is provided "as-is"without warranty, we have sent the consumer eight replacements since May 17,2023. Our Technical Support team will continue to be available to the consumer as needed, to help improve their experience.