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:03/16/2023

  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.

  Have had Dexcom 6 for 2yrs. I know the readings are not suppose to be identical to a fingerstick, told by diabetic educator should be w/i ***** of it. Alot of times its not even in the same ballpark, the biggest difference was 150. Dont even it rely on it at all the day you insert a new sensor, readings will be totally wrong. Today went to MD. Lab stated blood glucose 45, fingerstick 51 , Dexcom reading 104!!!!! Reason I got it in the 1st place is I dont recognize when Im going low but this system doesnt really help me much!! MD ordered Libre for me, I know someone with it, she loves it , its more accurate and also cheaper!!!! Doubt if the MD after today will prescribe it for anyone. Not doing this for a settlement, just want people out there to know and make a different decision. Tried contacting company and that gets you know where.

  Business Response

  Date: 03/20/2023

  Thank you for sharing your experience and taking time to speak with a member of our escalations team.  We're sorry the product did not meet your expectations and want to reiterate our technical support team is available for troubleshooting and assistance with improving your system performance, should you decide to continue using the product.

  Customer Answer

  Date: 03/21/2023

  
  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,
  
  ***********************
  
   The company did call me, did alot of talking without really saying anything.  I wrote the complaint for others to see so they dont make the same mistake I did in buying it in the first place.  At some point the way Dexcom  works, someone is going to die. I'm no longer going to use it.  
  

• Initial Complaint

  Date:03/04/2023

  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 purchased Dexcom for several months now and these products never work. Whenever I try to contact support via phone which I have done on several occasions they either disconnect with you or say they can't hear you...yet they hear you at first when taking your information. When you try to contact them online it also defaults and says unable to submit the information. Their products do not work and I keep trying to get them to work to no avail. I will not be purchasing these products again nor will I ever recommend them for others. These products are suppose to save lives but they do not work and are putting lives in jeopardy. If I can not read my glucose numbers due to a faulty product and they do not allow customer service interaction then these products should be pulled from circulation and the *** needs to look into this company and their faulty equipment. I am angry that my insurance keeps sending me this equipment as it never works.I have kept the multiple phone calls on my phone as proof and I am keeping copies of my online attempts to seek technical help for their inadequate products. I hope you can contact the correct entities over these issues as I have tried beyond frustration. What a waste of my money.

  Business Response

  Date: 03/11/2023

  Thank you for taking the time to speak with a member of our escalations team regarding your system performance.  We're sorry your experience of late has been a frustrating one, and we're glad we were able to order the needed replacement part and get you up and running again.  Please don't hesitate to reach out to our support team for any further assistance.

• Initial Complaint

  Date:02/24/2023

  Type:Customer Service 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.

  Hello,I am ************************* and suffering from uncontrolled diabetes type 2. I tried calling patient assistance center and they informed me that they cannot help if Im type 2, but they suggested I speak to customer service which gave me hope but customer service said they are unable to help me with my high copays . I was hoping their is something that Dexcom can do to asssit me because i want to improve and not die from this situation. I would be very appreciative for any help .pleaee help

  Business Response

  Date: 03/02/2023

  Dear *******, Thank you so much for connecting with me, we will continue to work with you to see if we can assist with this issue. We greatly appreciate your feedback and value you as our Dexcom customer.

• Initial Complaint

  Date:02/18/2023

  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 am a customer of **********************. They provide continuous glucose monitoring equipment to their customers. I had three different sensors fail at startup. I called Dexcom, on 2/15/2023, at 6:45 am, and they determined that it was a problem with the transmitter. I was told they would send the transmitter and a replacement sensor to me overnight. They did not get the replacement to ***** until 2/17/2023 and since ***** does not work on weekends, I will not receive the device until sometime on 2/20/2023. This is an unacceptable way of doing business, especially for a company that supplies medical equipment.

  Business Response

  Date: 03/03/2023

  Thank you for taking the time to speak with a member of our escalations team about your experience.  We understand how critical it can be to have the right supplies when you need them, and we apologize for the delay in your shipment.  We're constantly striving to improve our customers' experience, including the shipping services we use.  Please don't hesitate to reach out with any other concerns or feedback you may have.

• Initial Complaint

  Date:01/21/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using Dexcom for a couple of years. All of a sudden they decide to not make my phone compatible with the Dexcom system. I have not been notified of any changes. This item cost a lot of people a lot of money. I don't think it's right that they just stop compatibility with devices when you have used them for years. I am diabetic and knowing what my sugars are are serious thing.

  Business Response

  Date: 01/27/2023

  Were sorry to hear you were impacted by the recent update to our compatibility list and understand how important it can be to have access to the app on your smart device.  Thank you for taking the time to speak with a member of our escalations team.  As promised, the matter has been referred to our App team for further review and well be in contact once they can provide additional feedback.  While we understand its not as convenient to have to carry a receiver separately, were glad we were able to provide you with this option in the interim. Please dont hesitate to reach out to our technical support team with any other concerns you may have.

• Initial Complaint

  Date:01/21/2023

  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 inserted a new Dexcom transmitter on October 23rd 2022. On January 18th 2023, I received a notice on my insulin pump that the transmitter battery would last for 20 more days. Three days ago I insert a new sensor., it said that this is the last use of the transmitter, and it said to replace with a new transmitter after 10 days when the sensor expires. Three days into an active sensor session, I get a notification that the battery is critically low. A few hours in, the sensor dies. I called customer support and they sent out a new sensor. But they said that the transmitter dying in a session started three days ago was normal. I never had this issue before. The transmitter always lets you know when its low on battery and tells you that you have to replace it when Its low on battery. It usually tell you that this is the last session it can be used and you have to replace it with a new transmitter.I have never had a transmitter quit mid session. I called Dexcom about five times now. All of them so far have hung up on me. The last time, I asked to speak to a supervisor and she hung up as well. I never had a problem with a transmitter before. Much less with Dexcom customer support. The only reason why I filed a complaint was because the support experience has been awful. I mean, the last one that hung up on me told me that its normal for transmitters to expire mid session.By the way, the first call, they did send a sensor, not a transmitter. Thats why I called back to speak to a supervisor.

  Business Response

  Date: 02/01/2023

  Were constantly striving to improve our customer experience, and feedback like yours is invaluable to that process. Thank you for sharing your experience with us, and for speaking with a member of leadership regarding your concerns.  Please feel free to reach out to our technical support team should you need further assistance in the future.

  Customer Answer

  Date: 02/01/2023

  
  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,
  
  ***********************
  
  I spoke with the Dexcom person that contacted me. She was great and listened to my concerns. I tried to call her to give her the transmitter number that was experiencing the issue but there was no response and the voicemail was full. 

  Other than that. She was great and a great customer service from **********************.

• Initial Complaint

  Date:01/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using Dexcom for several years and have only had minor issues. Even when I did have issues, the Dexcom tech support always solved the issue with no problem. Today, my Dexcom G6 app on my phone gave me a message that my phone is no longer compatible with the G6 app. I just bought my current phone a year ago and the app has been working fine, but was told today by tech support that they have removed my phone from the capability list so I will no longer receive alerts or will not be able to view my blood sugar. I use my phone to share my blood sugar number with my family because as a brittle diabetic my blood sugar can drop very quickly which then alerts my family. With the app no longer working I am on my own and if I do not hear the low or high alert alarms (I have very poor hearing and take my hearing aids out at night) I am at risk of potential blood sugar issue. Dexcom has given me a sense of security knowing that my family also had the ability to help me monitor my blood sugar numbers but with your recent app update I feel I am again on my own and may face is critical health situation in the near future.

  Business Response

  Date: 01/26/2023

  Were sorry to hear you were impacted by the recent update to our compatibility list and understand how important it can be to have access to both the G6 and Follow apps.  Thank you for taking the time to speak with a member of our escalations team.  As promised, the matter has been referred to our App team for further review and well be in contact once they can provide additional feedback.  Please dont hesitate to reach out to our technical support team with any other concerns you may have.

• Initial Complaint

  Date:01/19/2023

  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.

  After almost 4 months of use, today my Dexcom6 app told me that my phone is not compatible with the Dexcom6 sensor. I have an Android phone a Moto Stylus 5G. It has been working with the Dexcom6 sensor perfectly. I spoke with a person from customer service and she had no interest in trying to solve a problem. I told her that you can't do these things to a Diabetic who is type 1, and has to have constant monitoring of blood sugars, and has a pump depending on the *** to work. It seems to me that Dexcom6 is not keeping up with the smart phones! Obviously, nobody has diabetes at the "help" center. I'm sure if it were one of the companies employees this would be priority. It's hard enough to be Diabetic, the consumers of this product should be priority. If you're going to stand by your product, you need to keep up with the technology that makes it actually happen!! Very upset with this company!!!!

  Business Response

  Date: 01/26/2023

  Were sorry to hear you were impacted by the recent update to our compatibility list and understand how important it can be to have access to the app on your smart device.  Thank you for taking the time to speak with a member of our escalations team.  As promised, the matter has been referred to our App team for further review and well be in contact once they can provide additional feedback, and a courtesy receiver has been ordered should you need to use one.  Please dont hesitate to reach out to our technical support team with any other concerns you may have.

• Initial Complaint

  Date:01/13/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im a type one diabetic and a user of ********************** products since 2017. Since August different aspect of Dexcoms products quality and the user experience of their blood glucose phone app has deteriorated. I tried calling technical support and leaving feedback multiple times.At some point in September, Dexcom posted a video on their Instagram page advertising their G6 product, which I use. I left a comment that contained an honest feedback about my experience. My comment didnt violate any rules, or contained any offensive or explicit language. After I left that comment, Dexcom has blocked me on Instagram. Which I consider as a childish behavior from a healthcare tech company. Im not complaining about a cup of coffee but a life saving medical equipment. I consider this a type of censorship and discrimination. I demand that Dexcom lifts the block on my instagram account, offer me an apology (a verbal one is fine), and accept to listen to my feedback as a long time user of their products. Thanks for looking into this

  Business Response

  Date: 01/27/2023

  Hello ***************************,

  
  It was a pleasure speaking with you this morning. We appreciate the feedback you have shared regarding your experience with our phone application.   As discussed, we have reviewed your request to have the block lifted on Dexcoms Instagram and this request will be granted. Please review Dexcoms social media guidelines at your earliest convenience and we look forward to seeing you online as the block has been lifted for your account. The Community Guidelines are linked on all of our social media pages: *************************************************************************************************************************. Please let us know if the incorrect account was unblocked.

  
  Thank you.
  

  Customer Answer

  Date: 01/27/2023

  
  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,
  
  ****** Al *************************

• Initial Complaint

  Date:12/26/2022

  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 have a Dexcom 6 that pairs with my iPhone 11. The iPhone is listed as compatible HOWEVER if phone forces an IOS update past **** which my phone did due to all sorts of functionality issues, the Dexcom wont work. Dexcom shouldnt offer a product that doesnt keep current with the phones. Now its useless. They offer a receiver which is VERY expensive and only offers a reading. None of the info the Dexcom app compiles and offers. Very disappointed. Its obvious the techs arent diabetic. They have no idea how difficult being one is. Great tool when it works.

  Business Response

  Date: 12/28/2022

  Thank you for taking the time to share your experience and for connecting with a member of our escalations team.  We understand how frustrating it can be when the system doesnt work as you would expect, but were glad your system is back up and running now.  Were always striving to improve the consumer experience and are exploring ways to increase the efficiency of our testing process for compatible devices as part of that improvement.