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:07/09/2025

  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 purchased a Stelo by Dexcom. I inserted the devise and after 1 day it gave me an error message that stated "session ended early". I informed the company and they mailed me a new devise. That devise was also defective in that it would not deploy. I informed the company and they sent me a return kit to which I returned the defective devise, however they did not send me a replacement or refund me the cost of the devise. I cannot reach anyone by phone. The Dexcom customer service phone agents stated that they do not handle Stelo customer service and that I can only submit my issues via the "Stelo Chat Bot" on their website. I've been trying for weeks and Chat Bot on the website is of absolutely no help.

  Business Response

  Date: 07/10/2025

  Hello ****,
  
  Thank you for providing feedback regarding your Stelo Glucose Biosensor on July 10, 2025. Rest assured that our leadership is constantly looking for ways to improve our customer service and overall product satisfaction. This includes providing replacements in a timely manner. 
  
  Your concern has been received, and you can expect to be contacted within 48 hours.
  
  Thanks,
  
  ***

  Customer Answer

  Date: 07/10/2025

  
  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:07/06/2025

  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.

  Dexcom makes a wearable glucose meter and handheld receiver that receives a signal from the meter and shows your current blood glucose level. When your glucose level becomes too low or too high the receiver puts out an audible alarm to alert you to what could be a dangerous medical condition. I received a letter from Dexcom stating that the model receiver I have may be defective. The letter stated that the receiver may NOT send out the appropriate audible alarm warning that my glucose levels are too high or low. This can result in serious medical consequences.Following the instruction in the letter, I went to a Dexcom website and entered the serial number of my receiver and was informed that my receiver was potentially defective. The letter instructed me that if this was the case, I could contact them by calling a number that was manned 24 hours a day, seven days a week.I have been calling this number for two weeks trying to make contact with Dexcom. The recording states they have long wait times and they will call my number back. They have failed to do so a number of times. I have waited on hold for up to 30 minutes more than once, only to be disconnected. I fear that if this receiver is not replaced in a timely manner, it will fail while I'm asleep and not alert me to a potentially life threatening situation. I depend on this receiver to help me maintain a healthy blood glucose level every day. Dexcom has failed to live up to their agreement to provide a timely response to this issue and their failure to do so is placing me in a dangerous situation.Please reach out to Dexcom and help me resolve this issue before I suffer a potential life-threatening situation.Thank you for your help in this manner.

  Business Response

  Date: 07/08/2025

  Hello, 
  
  Thank you for contacting us. A follow up has been provided regarding your concern.Information has been sent your email address on file with Dexcom. We appreciate your understanding and look forward to serving you as valued Dexcom customer. 
  
  Thank you, 

  Dexcom Care

  Customer Answer

  Date: 07/10/2025

  
  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:07/05/2025

  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.

  This is a critical part of my childs health. We have spent a lot of money to try and ease the burden on him. The fact that at least 30% of these products fail and theyre very expensive is unacceptable. We pay a premium to try and make life easier on our child and These products shouldnt fail at this rate.

  Business Response

  Date: 07/11/2025

  Hello ******,

  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 contact you today, 7/11/25, regarding your concerns. 
  
  Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. This includes providing replacements in a timely manner and communicating in a clear and effective manner. The feedback you shared provides us with the opportunity to learn and improve the overall customer experience. 
  
  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 07/11/2025

  
  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:07/04/2025

  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 subscribed to Stelo/Dexcom sensors in the past. I had repeated sensors shipped to me that were defective and didnt work; so many I ended my relationship with the company because of it. They recently rolled out an integration with Oura and both being such expensive companies, I assumed Dexcom got the business together and started producing working sensors but I was wrong. I ordered my first box and received in on 6/25/25. I immediately put one on and after 30 minutes it still wasnt Bluetooth connecting to my phone through their app. I reached out for support. We went theough multiple options to get the sensor to work but nothing hedged so they advised I remove it, replace with the other sensor, and theyd ship me a replacement. Over a week later of business days and I still dont have my replacement sensor so I reached out to support on 7/3/25 to find out what was going on. I was advised the claim was being reviewed instead of actually replaced and Id hear back via email for that claim and the claim I had to file on the second sensor because for more than 24 hours it was throwing incorrect readings that were verified by an independent blood glucose reader, multiple times. I just received email contact that one of my claims were declined, when both are 100% out of my control and on the company. I have wasted money on a product they told me to trash and would replace, but they lied to me and Im out the money. ID ********** is the case they declined even though I followed their support instructions precisely. They wont provide me with the chat dialogue because it would prove they lied to me. You should ask for the dialogue because it promises me a replacement sensor. The lie detector determined that was a lie.

  Business Response

  Date: 07/08/2025

  Hello ********,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor. Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. This includes providing replacements in a timely manner. 
  
  Your concern has been received, and you can expect to be contacted within 48 hours.
  
  Thanks,
  
  ***

  Customer Answer

  Date: 07/08/2025

  Ive heard that already. Every time a case is submitted you notify the customer the case will be decided within 1-2 business days. I firstly, wasnt aware a case was being opened, I was told simply that I would be receiving a replacement, which I have not. Please provide the chat dialogue as requested which will prove this. Secondly, said case had to have been opened on June 25 because thats when I received my package and inserted the sensor that didnt work. 2 business days from that is June 27, but I wasnt contacted letting me know that my case is declined until the day I created this case with the BBB, July 4. You have had PLENTY of 48 hours. 

  Business Response

  Date: 07/09/2025

  Hello ****,
  
  Thank you for providing additional feedback, and thank you for your time speaking with us. As discussed, a replacement has been booked for your case *************.  Please know that once an issue has been reported, the case will be submitted for confirmation and validation. The review process may take several days, depending on the complexity of the issue.
  
  Rest assured that the update on the remaining case will be sent to your email.
  
  Thanks,
  

  Customer Answer

  Date: 07/19/2025

  
  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:07/03/2025

  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 brand new Dexcom G7 receiver is defective. The speaker doesnt work. It fails the speaker test, and only emits sound when pressure is applied directly to the speaker, making it completely unreliable in life-critical situations like detecting dangerous blood sugar levels while Im asleep. This isnt a minor inconvenience, its a potentially life-threatening failure. After being stuck on hold for over an hour, Dexcom approved a replacement only after dragging me through an exhausting and unnecessary troubleshooting process. Then, nothing. No confirmation, no follow-up, no shipment. When I contacted chat support, I was met with robotic account verification and zero urgency. I was told some vague department is now reviewing my case and will make a decision in 2472 hours - as if theres even a question about whether a non-functional medical device should be replaced. The product is broken. It is dangerous. There is no decision to make. Still no email. Still no tracking number. Still no working receiver. Ive been on hold again for over an hour trying to reach a human being. Dexcom markets itself as a leader in diabetes care, but my experience says otherwise. Your quality control is clearly failing, and your support process is indifferent at best, negligent at worst. People rely on your devices to stay alive. If this is how you handle serious safety issues, you have no business being in the medical device industry. Im now actively considering switching to a competing system. Libre may not be perfect, but at least Id be using a device that works and backed by a company that seems to care. Get your act together. Ship the replacement. This isnt a request. Its your responsibility.

  Business Response

  Date: 07/30/2025

  Hello *******,
  
  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 attempted to contact you today, 7/20/25,regarding your concerns. 
  
  Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. This includes providing replacements in a timely manner and communicating in a clear and effective manner. The feedback you shared provides us with the opportunity to learn and improve the overall customer experience. 
  
  FedEx records show your replacement receiver was delivered on 7/14/25.
  
  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 07/30/2025

  I saw the call but chose to not pick it up, as I had already spent hours on the phone getting the issue sorted out weeks ago. Apparently, my meter was part of a huge recall, and I never received an email notifying me of this. Of course, I did receive a "followup" email about the recall, which is written as if I somehow got the initial one (again, I didn't), and I can confirm that the replacement receiver works without issue so far. I now understand the delay I experienced was due to Dexcom handling all of the other recall requests, but I would have appreciated some sort of status update, or perhaps a way to automate the replacement process - given the circumstances and the grave nature of our reliance on these devices. Something for Dexcom to think about for the future.... but of course, I hope this doesn't happen again. 

  ****

  
   

  
  

• Initial Complaint

  Date:07/01/2025

  Type:Sales and Advertising 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 have bought a total of 8 biosensors. Out of the first four sensors two were replaced because of inaccurate readings. The next four I bought one quit working 6 days early and one had to be replaced immediately because of pain. I contacted the company and after numerous attempts to resolve the issues the company finally said the could not validate my issues with the sensors when it was documented on the Stelo app the times and dates of the issues

  Business Response

  Date: 07/01/2025

  Hello Ed,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Tuesday, July 01, 2025. Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. This includes providing replacements in a timely manner. 
  
  Your concern has been received, and you can expect to be contacted with 48 hours.
  
  Thanks,
  
  ***

  Customer Answer

  Date: 07/03/2025

  After speaking with management they still will not make right the faulty sensors 

  Business Response

  Date: 07/08/2025

  Hello Ed,
  
  Thank you for providing additional feedback regarding your Stelo Glucose Biosensor, and thank you for taking the time to speak with us. The update/resolution will be sent to you via email.
  
  
  Thanks,
  
  ***

  Customer Answer

  Date: 07/17/2025

  
  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:06/27/2025

  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 ordered 2 Stelo glucose monitoring devices during the week of June 9th. The first one only lasted 2 days (they are supposed to last 15); they sent me another one. However, the second one would not pair at all with my phone. I sent in several requests for that one to be replaced; however, they do not respond. They keep sending me a note stating we will reply in one or two days, but they never do. The case number is Case ID **********.

  Business Response

  Date: 06/27/2025

  Hello *****,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Tuesday,June 27, 2025. Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. This includes providing replacements in a timely manner. 
  
  Your concern has been received, and you can expect to be contacted with 48 hours.
  
  Thanks,
  
  ***

  Customer Answer

  Date: 06/27/2025

  
  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:06/26/2025

  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 had a recent issue with a faulty sensor. I called Dexcom several times and clearly explaind the issue. I asked they replace the sensor and they refused. The filed my complaint as a ****** sensor which was false. The sensor did NOT diacharge from the applicator and was an issue with the senor being faulty. Not in my application or handling. I aked that my case be moved to a supervisory level and was assured I would receive a call on the issue in a few days. This has been weeks. No call. Dexcom needs to reimburse me my money for their broken product or replace my sensor.

  Business Response

  Date: 07/01/2025

  Hello ****
  
  Thank you for sharing your experience with us.  A member of our escalations team attempted to contacted you today, 3/20/25,regarding your concerns. We apologize that we were unable to reach you.  Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product.  A ticket was created to document your reported issue of a applicator deployment issue and a replacement G7 sensor has been ordered.  You will receive an email with the reference number for the stated ticket and a separate email with the ***** tracking number when your order is processed.
  
  Please do not hesitate to reach out to our technical support team for any further assistance needed.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 07/02/2025

  
  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:06/25/2025

  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 use Dexcom G7. On 6-23-2025 I put a decompress sensor on my left upper arm, the next day(6-24-2025) it stop working. I attempted to fill out the complaint form and each time I did it said call customer service in which I did. I called several times, and it was basically a recording. I only get three sensors a month and I had to use another sensor.

  Business Response

  Date: 07/01/2025

  Hello *****,
  
  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 attempted to contact you today, 7/1/25,regarding your concerns.  You confirmed your issue has already been resolved.  Your replacement G7 sensor will be delivered tomorrow.
  
  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:06/25/2025

  Type:Billing 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 received a bill in the mail for ****** for what appears to be rental equipment for Dexcom g6 and was sent to us last week. My son has not used the Dexcom g6 system in over a year and there is nothing that would be rental equipment anyhow. The whole system is disposable. I called the 1800 number on the bill and tried to get clarification as to what I am being charged for and at first I was forced to speak to an "AI" person that does not know anything so it transferred me to a representative who refused to help me stating that the patient is over the age of 18 and they can not give any patient information out. I am aware of the HIPPAA law however, the bill is in my name and I have a right to know what I am being charged. They will not send me the ***** release to be signed by myself for my son to know what is on the bill since it is in my name nor for him to sign for me to question the bill. I have no other options than to file a complaint for resolution because I can not seem to speak with someone who understands what to do or how to resolve the issue.

  Business Response

  Date: 07/03/2025

  Dear *******,
  
  I hope this message finds you well. Thank you for sharing your experience and concerns.
  At Dexcom, we are here to support customers with education, training, and assistance in the event of issues such as device malfunctions. However, regarding billing-related matters,we recommend reaching out directly to the supplier you previously used for the continuous glucose monitoring (CGM) system, as they handle those aspects.
  We understand how frustrating this situation must be, and we truly regret any inconvenience it may have caused.
  
  Thank you,
  Dexcom Care