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:06/11/2025

  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.

  Date of loss: 6/1/25. This is in regards to Stelo, a subsidiary of Dexcom, which sells CGM's over the counter. I am a 3-month subscriber meaning I pay $252 every 3 months for a 90-day supply of sensors. My first two sensors worked fine. My third sensor did not finish the warm up period after applying it to my arm, and the session ended. I was unable to restart the session. My phone's Bluetooth settings did not show the sensor within range. After several failed attempts to reconnect my sensor, I had to forcefully remove the sensor I just inserted, which was very painful. I put in a new sensor, which worked just fine, and I opened a case with Stelo to request a replacement sensor. Dexcom commits to a 1-2 day turnaround for your case to be updated. I waited 3 days, and then called to speak to a live agent on June 4. The agent attempted to troubleshoot to no avail, and ended up opening a new case for the same faulty sensor, while closing the old case for unknown reasons. Again, I received a confirmation email saying 1-2 days for a response. This time I waited 4 business days with no response. I called back again on June 10. The representative was unable to help me and told me to wait another 1-2 days because they have no way of contacting other Dexcom employees in the "technical support" department. I had no other choice but to wait longer. On the evening of June 10, I received an automated email from Stelo/Dexcom stating that they were "unable to validate my product issue" and would not be replacing my sensor (note: I had a similar thing happen in December 2024, and my sensor was replaced by Stelo with no questions asked). I am now out about $45 due to no fault of my own. Their explaination is not only unclear/vague, but there is no way to dispute their "validation." Their customer service is terrible, especially when I'm buying their product regularly and doing it for my own health and well-being. They should not be allowed to continue deceptive practices.

  Business Response

  Date: 06/11/2025

  Hello ***,
  
  Thank you for providing feedback regarding your Stelo Glucose Biosensor on Tuesday, June 11, 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 with 48 hours.
  
  Thanks,
  
  ***

  Customer Answer

  Date: 06/11/2025

  I will not be satisfied until Dexcom confirms they are sending a replacement or refund.  All this correspondence says is that they are looking into it and will respond within 48 hours. 

  Business Response

  Date: 06/13/2025

  Hi ***,
  
  Thank you for providing additional feedback. A resolution has been provided regarding your concern. Information has been sent your email address on file with Stelo. We appreciate your understanding and look forward to serving you as valued Stelo customer.
   
  Thank you,
  ********************** Support

• Initial Complaint

  Date:06/07/2025

  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.

  Dear Better Business Bureau,My name is ****** ****, and I am filing a formal complaint against Dexcom, ***** regarding repeated issues with their faulty G7 continuous glucose monitoring (CGM) sensors affecting both myself and my son, Chance *******.Over the course of May and June 2025, I have contacted Dexcom numerous times to report sensor failures. Despite providing all required serial numbers and following *********************** instructions, we have yet to receive appropriate replacements. These sensors are critical medical devices, and the lack of support from Dexcom has created significant safety *********** be clear, the sensors in question were defective not user-damaged or expired. My sons sensors showed immediate failure, including:Sensor wires protruding from the skin Excessive bleeding at the insertion site Immediate error messages prompting replacement One of my own sensors was also denied for replacement under the false claim that it was still in use, though it had been removed prior to my report. Furthermore, Dexcom refuses to waive a data upload requirement that we physically cannot fulfill due to using a receiver and not having the required equipment at home.Despite all of this, Dexcom has failed to take proper action, resolve the problem, or escalate the case appropriately. I have attached a formal letter detailing all communications and the ongoing lack of resolution.I am requesting that the BBB investigate this matter, as Dexcom has not honored its responsibility to replace clearly faulty medical devices that are essential to safe diabetes management.Thank you for your time and attention to this matter. I am happy to provide any further documentation or details upon request.Sincerely,****** ****

  Business Response

  Date: 06/12/2025

  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. 
  
  Our Customer Success team preformed a thorough review of the accounts in question.  The review process has confirmed that all required replacements have been provided and at this time no additional replacements are warranted.
  
  Our training and technical support teams are experienced in assisting consumers with improving the performance of the product with information and strategies on best use and practices, reducing the frequency of errors and need for replacements. We encourage you to take advantage of these free services to get the most out of your G7.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:06/05/2025

  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 have been using the Stelo OTC Dexcom continuous glucose meter for months. In that time, I have had several sensor faillures (which is frustrating) but in the other cases, I was able to get the faulty sensor replaced (with repeated contact and considerable effort on my part). However, this most recent failure on 5/8/2025, sensor 7975, serial number ************* failed to work from the get go. It would not pair with my smartphone and kept spinning, attempting to connect. I wore the sensor for over 24 hours and tried many times to get the sensor to work. I even reinstalled the Stelo app. Nothing worked. I reported the sensor failure, was assigned case 1-00222523 on 5/8/2025. Eventually, Stelo sent a email declining my request for replacement of the faulty sensor. Because this was totally unacceptable, I contacted the **************** chat again, explained again their sensor failure was no fault of my own. Then, I was assigned a new case number 1-00228188 on 5/13/25 which was supposedly escalated. I was promited it would take no more than 48 hours to resolve the issue. I have not received a final response or reply and have spent a lot of time and effort to just get a replacement for a failed product. A company should stand behind their products and oromptly replace the ones that fail to work.

  Business Response

  Date: 06/05/2025

  Hello *********,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Tuesday,June 5, 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,
  
  ***

• Initial Complaint

  Date:06/03/2025

  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 went to the Stelo by Dexcom web site and i was interested in the continuous glucose monitor. It did not require a prescription. I ended up buying a 3 month subscription because it was considerably cheaper. I assumed it was only a 3 month supply and there was no indication or opt out for auto ship. I know the game and specifically looked for this. I did not see any opt out or anything that indicated auto ship. I just received notice on 02 Jun that an order was placed. Order number US732016ST. I logged on the web site as soon I saw the order and there was not option to cancel the order. The email I received said orders were flexible and I could postpone or opt out of auto ship. Which I did. After searching around the internet, I found an actual phone number. Dexcom is pointing to Stelo. The person and their manager both said they couldn't stop the order and that I would be charged. I asked them to stop the shipment (which i haven't received). They said that they couldn't. The one person said they could not take the shipment back or reimburse me. I could dispute the charge on my credit card. I did not authorize the purchase. I did everything I could to stop the order. This is a very sleezy tactic.

  Business Response

  Date: 06/04/2025

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

  Customer Answer

  Date: 06/04/2025

  I never authorized a new shipment;therefore until a new order showed up on my account I was not aware, so how could I cancel the order. I also tried to cancel the order before it shipped. What kind of policy (other than one that takes advantage of someone) doesn't allow any possible way to stop an order after it was book but not shipped? 

  Business Response

  Date: 06/06/2025

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

  Customer Answer

  Date: 06/09/2025

  The email from the company stated they gave me 10 days notice prior to the auto order. Show me evidence and I'll remove the complaint. 

• Initial Complaint

  Date:06/02/2025

  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 needs to reimburse me for all the money I've wasted,paying out of pocket for phones that are not compatible with their stupid Dexcom G7 app. In the last 5 months I have paid over $100 for two different phones that should have been able to run their app,but couldn't for arbitrary hardware-related reasons that only they seem to ever know. Back on January 31,I ordered a TCL 20 XE phone for $50.82 because I read on Dexcom's compatibility list that the phone would be compatible with the app. I get the phone,set it up and start downloading apps onto it only to find out that the Dexcom G7 app would not run on it because the ** version (Android 11) was not supported. So I just took it as a loss and kept using my old ****** phone. May 30,I bought a Summit 5G phone for $51.36 because,again,it was supposed to be compatible with the G7 app. I get it,set it up,check the ** version (Android 14) and started downloading apps onto it,only to find out,AGAIN,that the phone is not compatible with the G7 app because of...reasons. Dexcom is really making this harder than it should be. Instead of hardware or whatever stupid reasons they are using to establish compatibility,they should just change the app so that compatibility is determined by ** version. I am really getting tired of paying out money for phones I can't use because they keep pushing out more resource-heavy versions of their app that keep reducing the number of phones that will actually handle it. Stop messing with the app so much;they're just making it worse,not better.

  Business Response

  Date: 06/09/2025

  Hello *****,

  Thank you for sharing your experience with us. We are sorry to hear of the challenges you have experienced with the Dexcom product.  .  A member of our escalations attempted to make contact today, 6/9/25, regarding your concerns.  Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. 
  
  We consistently evaluate possible support for all newly introduced phones. At Dexcom, we conduct extensive testing on Android/iOS and smart devices that we intend to support once they become available to the public. This process may require several months to ensure thorough examination and updates. As Dexcom's medical device and app are subject to Federal regulation, it is imperative to test phone models and operating systems before they can be utilized. Currently, we offer support for widely used devices and remain committed to responsibly evaluating and testing various hardware and software configurations across different cellular providers.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 06/10/2025

  They have not addressed my other settlement option. What am I supposed to do with the two phones I paid for that I can't use? I can't get refunds from the sellers I bought them from because the window for that has already expired. Dexcom could reimburse me. I know they have the funds to do so. It's partly their fault I wasted money on the phones because I just assumed they would be compatible with the G7 app and they weren't. I am on fixed income and can't afford to be just throwing money away like that. Yes,I know I could just use the meter they make for the CGMs,but I don't want to do that. I like using the phone app;it's more convenient. If they won't reimburse me for both phones,then at least reimburse me for one

  Business Response

  Date: 06/12/2025

  Hello *****,
  
  Thank you again for sharing your feedback with us.  We apologize that you purchased phones that are not compatible with the Dexcom app.  As you made mention in your first complaint,  Dexcom created a website that lists all of the various smart devises that are compatible with Dexcom app as well as the operating system requirements.  The address for this list is ****************************************************
  
  Unfortunately,  we are unable to reimburse you for the two phones that you have purchased.
  
  Thank you,
  
  Richard 

  Customer Answer

  Date: 06/23/2025

  
  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.
  
  Regards,
  
  ***** ****
  
   
  

• Initial Complaint

  Date:05/30/2025

  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.

  Hi,Stelo charged for a months product subscription which I did not approve or authorize and did not contact me prior. Then they delivered to the wrong address.I never received the product, I dont want the product and they will not refund my money.Please help refund my money

  Business Response

  Date: 05/30/2025

  Hello *****, 

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

  
  Thank you,

  Stelo Support 

• Initial Complaint

  Date:05/30/2025

  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.

  Junk. A lot of bad sensors that they refuse to replace. I have 2 more bad sensors, filed multiple cases, two of which were closed with no explanation and the rest just ignored with no response for over a month now. first bad sensor: 453877727157 second bad sensor: ************ Cases open on these, some of which were closed without any reason / justification and the rest were just ingored or 'ghosted' and its been a month now. I've contacted their customer service chat mulitple times and filed my complaint on their facbook social media page as well: Case ID ********** 5/8/2025 Case ID ********** 5/9/2025 Case ID ********** 5/9/2025 Case ID ********** 5/9/2025 Case ID ********** 5/9/2025

  Business Response

  Date: 05/30/2025

  Hello ********,
  
  Thank for providing additional feedback regarding your Stelo Glucose Biosensor on Friday, May 30, 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,
  
  ***

• Initial Complaint

  Date:05/29/2025

  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 am a type 1 diabetic & have been a Dexcom user for approximately 3 years. I started by using D6 sensors & upgraded to D7. I initially did not have a problem with the D7 sensors, but for my last two shipments Ive continually had a signal loss issue with all that Ive been using. Its not because *** had my cell phone, which I use for my receiving device, beyond the 33 feet. It could be a foot or two away & for no apparent reason will get a signal loss response. This is extremely concerning at night when Im sleeping as Ive had to disable the alert beep as it wakes me several times during the night. However, I also wouldnt receive a low blood sugar alert because of the disablement! I leave my phone no more than two feet away from the edge of my bed. Im aware there has been a recent issue with a new component design change & supposedly distribution of those sensors has ceased. With the issue Ive been having, Im questioning whether thats been fully implemented. A response would be fully appreciated. I have sent the above to **** *****, COO of Dexcom, **** 3 times & have never received a response from him or anyone else.

  Business Response

  Date: 06/04/2025

  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 made contact today, 5/16/24,regarding your concerns.  We discussed possible cause for the issues you reported as best practices to ensure the highest level of success.  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 06/10/2025

  
  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:05/28/2025

  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.

  Dexcom Inc. has made it impossible to speak to someone in their corporate office about their products. I have a major issue with the functionality of their G7 CGM and I can only speak to customer support in the ***********. When I ask to be transfered to a manager, I am told they are not able to do it. The G7 is a faulty product. It is supposed to work for 11 days before replacement and I am lucky if the product last 5 days. This requires me to then call and sit on hold and then speak to customer service about replacement units so I can have a full months supply. This has become a burden on me and my family and I am sick of it. I'd like to talk to someone at Dexcom about my issue but they have made it impossible by creating a barrier between the company and their customers with a call center. It is unethical and I'd like to get the emails and addresses of the people in charge so i can voice my concerns with their product.

  Business Response

  Date: 05/29/2025

  Hello ******,

  Thank you for sharing your experience with us.  A member of our escalations team attempted to contacted you today, 5/29/25,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.  Please reach out to our technical support team at the number provide on our voicemail so that we provided.  We are available 24 hours a day for your convenience.
  
  Thanks,
  
  *******

   

   

• Initial Complaint

  Date:05/28/2025

  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.

  Learning I was diabetic, my doctor prescribed me the Dexcom G7 to track my progress and help me deal with my current diabetes treatment. My current 90 day supply finished back in April, 2025, I have been trying relentlessly to get my prescription refilled since then. My current pharmacy, Rite Aid, tells me they don't have them and don't know when they'll have them back in stock. They have no idea why they're not coming in. I've also contacted my local ********* and CVS pharmacies and they also tell me that they're out. I complained to Dexcom once and they sent me a free G7 Sensor. My doctor's office also gave me a sample sensor they had in the office, however they're both currently used and expired. As of today May 28, 2025, none of the pharmacies listed above have them in stock. I'm extremely dissatisfied with the current stocking issues. It's uncalled for.

  Business Response

  Date: 05/28/2025

  Hello *******,
  
  Thank you for sharing your feedback regarding your experience. We truly apologize for the inconvenience the delay has caused. Dexcom is working diligently to ensure product is available without interruption to all our customers.
  
  If you are a ********************** G6 or G7 customer and unable to get a sensor from your pharmacy or DME supplier due to a backorder, please contact our technical support at ************** who will be happy to assist.

  Customer Answer

  Date: 05/29/2025

  
  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,
  
  ******* ******