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:12/18/2022

  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 partner has T1D and has been using dexcom for years. Every time we call them to send refills it is a nightmare. They will send them weeks (or over a month) late, no matter how far in advance we call. This has lead to not only him running out of supplies on a regular basis, but also dexcom telling him on multiple ocassions that his prescription authorization has expired because dexcom themselves took too long to send the refill. I work in healthcare and the thought of telling a patient that they need to go back and get another auth (which can take months between insurance and dr ************* because I didn't do my job makes me tear up. We have had literal MONTHS long back and fourths with them waiting for them to send refills. It takes no less than 10 calls each time. Every time we call dexcom it feels like we are going to war. No matter what his endo or insurance says, dexcom is always going to claim there is something wrong w the auth and will take weeks to resolve it amongst themselves. They will not autoship refills so this is an endless nightmare. They do anything to not supply patients with the equipment insurance is paying them for, because by the time they do send it they only have to send out a few weeks worth rather than the 3 months he is prescribed since they have run out the clock. By the time he finally gets a refill it's already time for us to get on them about sending the next one. It is so disheartening searching online for help with dexcom and seeing the company talking about partnering with diabetes advocates when we know how terribly they treat their existing customers. I would really appreciate if the dexcom refill department would give patients an individual case worker they could talk to each time they needed a refill so that it would at least feel like we weren't starting from scratch each of time we call and are given a new false promise that the next person we get on the phone has no idea about.

  Business Response

  Date: 12/22/2022

  Hello *******,

   

  Thank you for sharing your feedback regarding your experience.  We strongly recommend reaching out to your distributor for further assistance regarding the reported matter. Dexcom is available for support through our Technical Support team to help address any technical related questions. Our team attempted to reach out to you, but we were unable to get in touch with you. Please give us a call back if you have any additional questions or concerns. 

• Initial Complaint

  Date:11/26/2022

  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.

  I am a type 1 diabetic who uses the dexcom G6 continuous glucose monitoring system. I have used the product for the past 5 to 6 years. I recently switched from android to apple because the phone was compatible with the dexcom G6 app where my android was not (listed on the dexcom website as being compatible). I am not getting continuous readings, causing my blood sugars to become dangerously low or high to the point of becoming sick. I have called dexcom 4 times to try and resolve the problem. They keep brushing me off saying its a bad transmitter. Each new transmitter doesnt work. I keep getting a signal loss icon for more than an hours, even when my phone is within 20 feet of myself. One rep told me there were issues with the apple iso..The next rep said it was a tandem issue, tandem said bad transmitter, so sent me back to Dexcom.. The rep after this said it was an apple issue (so to me this makes the Dexcom not compatible).Another rep said it was my insertion sight (Ive had many after getting 4 transmitters so it cant be this). I asked to speak to manager the last time I called. After waiting a long time the rep said they were busy and would call me back that night. I have since to hear from them. I am at a loss as to how I can get the device to work and have payed a LOT of money over the years on health insurance to cover this product. I am hoping to get someone to help or collaborate with the ******************** to figure out how to fix the issue, or at least not get brushed off by dexcom telling me its not their issue.

  Business Response

  Date: 12/09/2022

  We're sorry to hear you've been having such a frustrating experience with the Dexcom system and thank you for connecting with a member of our escalations team.  While we're still investigating your concerns, we'll continue working with you until we can address the issues you've been facing.

• Initial Complaint

  Date:11/08/2022

  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.

  On Nov26,,2021 we ran out of diabetics equipment due to faulty equipment. We called the company, on a recoreded line. we were instructed to purchase the equipment and we would be reimbursed. We could not wait for them to replace the diabetic equipment since we were leaving on a cruise the next day and it was Thanksgiving weekend. We did and paid $413.98. I have called n wrote numberous times, sent in the receipt etc., to get reimbursed in money or equipment. I even spoke to my Dr who recommended the company and she reached out to the sales person. Each time getting a promise they would look into it. Nothing had been done. I am at my **** end. PLEASE LOOK INTO THIS MATTER.Last person who promised results *** at ************ opt 1

  Business Response

  Date: 11/10/2022

  We appreciate you sharing this experience and apologize that your requests have not yielded any results to date.  We understand how stressful it can be when supplies don't last as long as anticipated.  Please know that we're continuously working with both our Support and Shipping teams to improve the replacement process, as well as exploring alternative delivery methods that would best serve our customers and their loved ones.  A member of our escalations team has spoken with an authorized member of the household and agreed to provide additional product as compensation for the expenses originally incurred.  Please feel free to reach back out to us at any time if there is anything we can assist with, or any additional feedback you wish to provide.

• Initial Complaint

  Date:10/29/2022

  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.

  My Dexcom fall of last week and I only had 5 days with it.

  Business Response

  Date: 11/02/2022

  Thank you for sharing your experience with us!  Things like this can certainly happen from time to time, and our technical support team is available 24x7 to assist with such matters.  Per your conversation with a member of our escalations team on 11/1, we have sent replacement parts for the components which were lost.  Please feel free to reach out to our technical support team for any further issues at ************.