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: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.

• Initial Complaint

  Date:05/18/2023

  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 made multiple attempts to resolve my issue with Dexcom regarding their faulty product. I have spoken with 3 reps who refuse to provide me with information on how to be refunded for a product that is not working properly and my doctor has even advised my numbers do not look accurate.

  Business Response

  Date: 05/25/2023

  Thank you for taking the time to post your experience and speak with a member of our escalations team.We understand how frustrating it can be when the product does not work as expected and we are continuously striving to improve the customer experience. Please reach out to our Claims team for any requests for refunds or reimbursements. Our support team is committed to continue working with you to improve the product performance.

• Initial Complaint

  Date:05/17/2023

  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 was prescribed the Dexcom G6 product by my doctor that monitors my glucose reading. I have been experiencing problems with the G6 and continuous product failures. It was recommended to me that I go to the newest product the G7 product. I received an email from a representative from Dexcom that I hold off going to the G7 product as there is a compatibility problem with the G7 product.This has put me in a very bad situation, as the reliability of the products for G6 is not there as they continue to fail, and the fact there is some sort of compatibility issue with the G7 product. This is totally unacceptable, and leaves me in a situation on the Dexcom products that I'm not able to use them.

  Business Response

  Date: 05/18/2023

  Our escalations team has advised the consumer on the proper use and limitations of the product and expected product behavior; including a phone call on May 9 as well as emails sent to the consumer on May 9, May 11, May 12,and May 16.   The consumer has also received much of this same information throughout the course of many phone conversations with our Technical Support team in the last week.
  

  Replacement and courtesy items have been ordered and delivered to the consumer on May 9 (2 sensors, 1 transmitter, 1 receiver, 1 charging cable, 10 overlay patches), May 13 (3 sensors), May 17 (1 sensor to be delivered May 19).
  

  As our products are ****regulated, the consumer has been advised that we have not yet received compatibility approval for the product he desires in conjunction with the use of his specific model smart phone.  An alternative display device was offered to the consumer at no cost on May 9, and again on May 12 and May 16 as an accommodation.  We also submitted a request to our development team on behalf of the consumer to review potential compatibility approval for his specific smart device model on May 12.

  Customer Answer

  Date: 05/18/2023

  The Dexcom G6 products have continued to fail on a regular basis in all hours of  the day and night.  On May 6th (2) Transmitters failed, and (2) Sensors as well.  This is totally unacceptable for this to happen and has been a continual problem with this product and products that fail on a regular issue.

  I inquired about going to Dexcom G7 products and was told there is a compatibility problem with the present cell phone that I have.  This problem is Dexcom and the fact the G7 product line is not ready for the public to use as not all cellphones are setup for this.  All of this should have been done prior to the product being released to the public.  This is extremely frustrating to have this happen to the public and cant use the latest version due to their problems.

  Business Response

  Date: 05/24/2023

  On May 6th, one of the consumers transmitters ceased transmitting.  Both our technical support team and escalations team have reviewed this with the consumer, and the consumer acknowledged the item was past the warranty date.  As the item is battery-powered, it was expected to cease function around this time. The second of the two mentioned transmitters connected successfully after the consumer spoke again with our technical support team.
  

  We understand the stress that can come with managing medical supplies, and were happy to have been able to provide the consumer with a courtesy transmitter, replaced the two sensors that were consumed, and provided an additional 4 courtesy sensors.

  
  A member of management has also spoken with the consumer and reiterated that we are constantly striving for compatibility approval with as many smart devices as possible.  Because the product is ****regulated, compatibility approvals may only be attained once thorough testing with public-release versions of our products, the smart devices and their respective operating systems have proven to be safe and effective.

  
  Our technical support team will continue to be available 24/7 for any further assistance the consumer may need.

  Customer Answer

  Date: 06/06/2023

  Dexcom has replaced the products to me with exception on May 6th when 2 sensors failed and 2 transmitters failed.  It was determined when I called in that the Serial number was not entered on the computer system at Dexcom.  

  This is concerning with the products that continue to fail at all hours of the day and night, especially after midnight that interrupts my sleep.

  In my complaint that was filed with the BBB I stated the following:

  IM NOT ABLE TO CHANGE OVER TO THE DEXCOM G7 PRODUCT AS MY CELL PHONE ******* GALAXY G7 ANDROID WILL NOT WORK WITH THE DEXCOM G7 AS IT IS NOT COMPATIBLE, AND DEXCOM STATES IPHONE, AND ******* CELLPHONES ARE TOPLINE PRODUCTS WITH DEXCOM AND YET THE DEXCOM PRODUCT DOES NOT WORK WITH THE ******* PHONE....FOR WHATEVER REASON DEXCOM REFUSES OR DOES NOT WANT TO ANSWER THIS PROBLEM WITH COMPATIBILITY PROBLEMS.

• Initial Complaint

  Date:05/15/2023

  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 has made it extremely inconvenient and difficult for me to get my replacement sensor. All I asked was for them to remove shipping restrictions that prevent a recipient from sending the package to a ***** on site and they have refused to do that. It is not convenient for me to have to go all the way to the ***** location and I may not be able to get there before they send it back to dexcom. The service with ***** has also been a problem and no one rings the apartment doorbell so they always leave a note unable to deliver.

  Business Response

  Date: 05/26/2023

  Thank you for sharing your feedback with us and for taking the time to speak with a member of our escalations team. We apologize for the frustration caused by your deliveries and are continuously exploring better ways of delivering our products quickly and securely. We are still investigating for potential alternatives other than what we discussed during our phone call and will be in touch with any updates as soon as possible.

• Initial Complaint

  Date:05/09/2023

  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.

  Since my daughter's diagnosis of T1D ( type 1 diabetes) we were introduced to the dexcom 6 sensor and transmitter. She started using it in January 2023. But here is the big issue- the sensors that were sent to ** have been all faulty. From telling ** our daughter's glucose reading is in the 40's, 50's, 60's when in actual fact after checking via finger ***** with glucometer- she is no where near those low numbers. We calibrate after each inaccurate readings and about the 5th to 7th day, these sensors keep giving these inaccurate readings! alot of times in the middle of the night, when my 10 year old daughter should be sleeping because she has school early in the morning.Each time, I have called, explained the situation and have been sent replacements. Yesterday- May 8th- I had to call dexcom yet AGAIN! the new sensor that we had just replaced 5 days prior on May 5th had started given inaccurate readings again. The whole night prior- it kept saying sensor error up to 4 times and when it finally connnected and after checking with finger ***** it was still wrong. Dexcom was 78 and finger ***** said 187.Do you see the problem- the ominipod insulin pump which my daughter uses alongside the dexcom is reading off the dexcom and so if an inaccurate reading is recorded and in this case it was much lower which meant my daughter did not get her automated insulin given because the pump will not give her insulin below her target reading of 130.Well that is not even the issue, after explaining to the agent online- I am told you have reached the maximum number of free replacements so we can't send you another one. So, wait it is my fault that the dexcom sensors you sent me are FAULTY so I should BUY new ones and hope and pray they will last the 10 days as advertised?! I even went further to say that I have noticed that the lot number starting with 531 are all the sensors that have been faulty and that they need to take a look at those. Send my 2 free replacements!

  Business Response

  Date: 05/15/2023

  Thank you for sharing your concerns and experience with us,and for taking the time to speak with a member of our escalations team.  While the sensors are provided as-is, were glad we were able to ship the needed replacements.  Well continue to work with you to help optimize your system performance, reduce the frequency of inaccurate readings, and minimize the need for additional replacements. Please reach out to our technical support team for any additional concerns.

• Initial Complaint

  Date:05/08/2023

  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.

  Used a dexcom G6 for 2 month period was always getting high readings 400 range was afraid to even eat would also go extremely low at night, finally stop using it and got a new meter now blood sugar back to 125 called dexcom and they just passed the buck. This item should not be sold. Should be pulled from the shelve before someone has a serious problem. This product should not be trusted, would like my money back for the 5 sensors I have left

  Business Response

  Date: 08/24/2023

  Thank you for sharing your experience and feedback. We are constantly striving to improve the customer experience. A member of our escalations team spoke with the consumer on 5/16/23, offered to assist with improving the product performance should the consumer choose to start using the product again, and advised the consumer to contact our claims team for any requests pertaining to refunds.

• Initial Complaint

  Date:04/28/2023

  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 glucose monitoring device runs 30 points high at all times.The "Help" form through the Dexcom app is so locked down I cannot ask a simple question. The "Guide" does not answer my question about calibration using my AccuCheck.Very disappointed. What good is a sensor that requires I still ***** my finger and check my glucose that way as well. Defeats the purpose.

  Business Response

  Date: 05/03/2023

  Thank you for sharing your experience with us. We understand it can cause concern when the system does not operate as you might expect, and were happy to help review your system to ensure its performing as indicated.  A member of our escalations team has reached out but was unable to make contact. Please feel free to reach out to our 24-hour technical support team at **************.

• Initial Complaint

  Date:04/18/2023

  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.

  Have had DEXCOM G6 since 2021.Issue is it became wet on Friday/Saturday 4/14/23 - 4/15/23.Became unusable.Received runaround from DEXCOM - see attached Word Document Need a free replacement of RECEIVER!

  Business Response

  Date: 04/25/2023

  Thank you for taking the time to post your experience and for reaching back out to our technical support team. Although the warranty on our receivers does not cover liquid damage, we are glad we were able to have a one-time courtesy delivered on 04/22. Please do not hesitate to reach out to our technical support team should you have any further concerns. 

  Customer Answer

  Date: 04/25/2023

  
  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.   I am very grateful for DEXCOM to support my need!  I truly appreciate their kind involvement!
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:04/18/2023

  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 2 defective sensors and Dexcom refuses to replace them. My insurance company only allows 90 supply and these sensors have been defective. I call support and they have done nothing.

  Business Response

  Date: 04/21/2023

  Thank you for sharing your experience with us and for taking the time to speak with a member of our leadership.  We apologize for the delay and error on the original replacement order.  While the items requested are not covered by warranty, we are glad that we were able to order the needed replacements.  The package was picked up by the carrier on 4/19/23 and expected to be delivered by 4/24/23.

  Customer Answer

  Date: 04/21/2023

  they sent G6 sensors not G7 sensors. 
  

   

  Also website states

   

  What is the warranty for Dexcom Continuous Glucose Monitoring (CGM) *************** standard warranty (per IFU) for your Dexcom Receiver is one year from the date of shipment/delivery. Transmitters are covered for 90 days from the date of your first insertion. Sensors are not covered by warranty, but have a specified expiration (indicating that they are good to use until a certain expiration date). Sensors are indicated for use for up to 10 day.
  If you experience issues that prevent you from using your Dexcom sensors for up to 10 days, contact our Dexcom Global Technical Support team at ************ for more information.

   

  so there is a 90 warranty 

  Business Response

  Date: 04/28/2023

  The final package ordered by our technical support team,which was expected to be delivered on Monday, April 24, was delivered instead on Friday, April 21, signed for by the consumer, and contained a total of three G7 sensors.

  
  The G7 system consists of a display device (app or receiver)and a sensor. There is no separate transmitter for the G7 system. The verbiage on the packaging for the G7 sensor states: To the extent allowed by applicable law, the Dexcom G7 sensor is provided to you as is and without any warranty,express or implied. 

  Customer Answer

  Date: 05/17/2023

  I never sign for anything and the only package came was G6 sensors and i do have video cameras to prove I never signed for it

• Initial Complaint

  Date:04/14/2023

  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've been waiting 3 weeks for a replacement sensor. I called and was told it was ***** Ground's fault, but the agent couldn't explain why it takes weeks to get orders or a call back. Without my sensor I can't check my bloodsugar and end up in the hospital. This is unacceptable when I spend thousands of dollars on diabetic supplies with this company!

  Business Response

  Date: 04/19/2023

  Thank you for sharing your experience with us.  We understand how stressful it can be when you dont have the supplies you need to continue using your system.  We apologize for the issues with the original order and have confirmed the subsequent order has been delivered as of 04/19/2023.  Please dont hesitate to reach out to our technical support team should you have any further concern.