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:05/27/2025

  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.

  Im submitting this complaint regarding an unresolved issue with my continuous glucose monitor (CGM) order through Stelo Health. I rely on this device daily to manage my Type 2 diabetes, and I was unable to place a replacement order due to a backend system issue on their end.I submitted a support request on May 27, 2025 (Case ID: ***********, and while I received an acknowledgment, no specific resolution timeframe was provided. When I followed up asking for a turnaround estimate or a possible discount for the delay, I was told there are no options available. I also asked to escalate the matter as a formal complaint and was informed that I would need to file one myself.What makes this situation urgent is that my current CGM sensor expires today, and without a replacement, I will have to revert to manual blood glucose checkssomething that reduces both the safety and quality of my diabetes management. This is not just a shipping delayit's a serious disruption to medical ******* requesting the following:1. A clear and immediate update on when the ordering system will be functional again.2. A response from a supervisor or someone with authority to address customer hardship.3. Compensation in the form of a discount or credit for the inconvenience and potential health risk caused.Stelo must take better responsibility when their service interruptions affect essential health equipment. I hope this complaint prompts a meaningful response.Sincerely,******* ********

  Business Response

  Date: 05/28/2025

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

  Customer Answer

  Date: 05/28/2025

  Hello,

  
  

  I have not received any message or email from Dexcom or Stelo, despite their claim in the BBB response. I have checked my inbox and spam folders thoroughly and have found nothing. As of now, my issue remains unresolved, and I am still waiting on a direct response regarding the original concern I submitted.

  
  

  I respectfully request that Dexcom/Stelo resend their message or provide a clear response directly through the BBB or to my verified contact email.

  
  

  Thank you,

  ******* ********

  
  

  
  

  Business Response

  Date: 05/28/2025

  Hi *******,

  The following message was sent to the email address on file with Stelo:

  Thank you for contacting us. We received your message on the BBB. We truly apologize for the inconvenience the payment issue has caused. We are currently working on fixing this known issue. We urge you to continue to try and place an order and have several different troubleshooting options to try out.
  
  1. Try adding your payment method in your account before placing the order
  2. Use an alternate card
  
  We appreciate your patience and understanding.

  Thank you,

  Stelo Support

• Initial Complaint

  Date:05/26/2025

  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 bought a continuous glucose monitor from this company for 15 days, the sensor failed and I was only being able to use it 11 days, the previous days though the sensor was also failing on and off hours at a time. I filed a complain but was rejected any replacement without any explanation. I chose this product over the cheaper versions because I thought the quality is better. Very poor company standards. I am still looking for a replacement to be sent to me since it is my right as a customer to have a working product for 15 days as was paid for. Thank you.

  Business Response

  Date: 05/27/2025

  Hello Luba,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Monday, May *******. Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. 
  
  Your concern has been received and promptly forwarded to our dedicated Stelo Technical Support team for further assistance. You can expect to be contacted with 48 hours.
  
  Thanks,
  
  *******
  Dexcom Global Technical Support  

  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,
  
  Luba Serifoglu
  
   
  

• Initial Complaint

  Date:05/20/2025

  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 have had 4 Stelo Sensors fail since I started using Stelo in late December. I filed a complaint on April 10th for a sensor that all of sudden started reading very high and wasnt supported by 2 other BGM I finally changed it and the next one read the same way very high and again I changed it because it was giving bad readings and increasing my averages. My diabetic doctor was following my Blood Glucose numbers and in fact sells Stelo. With the false high readings she will likely want me on medications again that arent needed. Stelo has said they have investigated and wont replace the 2 failed sensors. I am not the only one having issues with Dexcom and failed sensors. Many people have issues with Stelo and G7, Dexcom is selling poor quality products and doesnt stand behind their products. Something needs to done about the poor quality and when they fail replace them.

  Business Response

  Date: 05/27/2025

  Hello ****,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Wednesday, May *******. Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. 
  
  Your concern has been received and promptly forwarded to our dedicated Stelo Technical Support team for further assistance. You can expect to be contacted with 48 hours.
  
  Thanks,
  
  *******
  Dexcom Global Technical Support  

• Initial Complaint

  Date:05/02/2025

  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.

  I am a user of their ********************** G7 CGM device. On April 7th I had a sensor unit failed and called them at 7pm, I was advised I would get a replacement on 7 days. I called again on 4/19 at 3:17pm as I had yest received the replacement as was again told it would be 7 to 10 days but that it has been elevated. I had a second sensor fail on 5/1 and called them at 8pm and was told a seond one would be sent and that it also has been escalated. I called 5/2 to try and speak with a supervisor as I was told they "do not transfer to supervisors", but that one would call me by the end of the day and that did not happen

  Business Response

  Date: 05/06/2025

  Thank you for sharing your experience with us.  We are sorry to hear of the challenge you recently experienced with the Dexcom product.  We also understand how stressful it can be when needed replacement items arent delivered in the timeframe promised, and we apologize for any miscommunication and delays.  We are constantly striving to improve our customer experience.  A member of our leadership team made contact today, May 6, 2025.  We were able to confirm to the replacement sensor mentioned in your complaint is scheduled to be delivered on Thursday,May 8, 2025.
  
  In addition, you shared your frustration in speaking with a technical support representative on Thursday, May 1, 2025.  The interaction you described is not the experience that Dexcom ****** to provide. This interaction will be reviewed so that we can take the appropriate action required.
  
  Again, we apologize for these shipping delays.  Please do not hesitate to reach out to our technical support team for any further assistance needed.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 05/08/2025

  
  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.  If not, I will be reaching out again 
  
  Regards,
  
  ***** *****
  
   
  

• Initial Complaint

  Date:04/30/2025

  Type:Order 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 paid for a Stelo subscription, and had issues with multiple sensors not detaching from the applicator. The last time it happened, on 4/3, I contacted the company and used their package to send it back to them for a replacement. After MANY calls to the company with no resolution, they insist they cannot duplicate the issue, but will not send back the sensor, or give a refund or replacement. I paid for this sensor and expect a company the size of Stelo/Dexcom to be able to provide the product I paid for in good faith. They are obviously unable to do that. I want them to be made known to be a company that people should not do business with.

  Business Response

  Date: 05/01/2025

  Hello ********,
  
  Thank for providing additional feedback regarding your Stelo Glucose Biosensor on Wednesday,April 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 promptly forwarded to our dedicated Stelo Technical Support team for further assistance. You can expect to be contacted with 48 hours.
  
  Thanks,
  
  *******
  Dexcom Global Technical Support  

  Customer Answer

  Date: 05/02/2025

  So far, they are simply acknowledging the receipt of the complaint and stating that they will review it. This is the same rhetoric Ive been receiving for the last month. My complaint is legitimate, I have sent back the faulty sensor, and Im simply asking for a working replacement. Until I receive Notification from the company that they are refunding me or sending me a working sensor, I will not be satisfied with their response. When they say that they are going to do the right thing and stand by their product and send me a working piece of equipment that I paid for, I will accept the response. I believe that that is reasonable on my part and Im just asking for them to do the reasonable thing on their end.

  Business Response

  Date: 05/28/2025

  Hi ********,
  
  Thank you for your feedback. Since the issue was brought to our attention, weve been in touch with you via phone to discuss the matter and have also provided updates through email. 
  
  Please dont hesitate to reach out if you have any further questions or need additional assistance.

  Customer Answer

  Date: 05/29/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While the statement given to BBB is exceptionally vague, they have in fact sent me a replacement sensor, and I find that this resolution is satisfactory to me.  I consider this complaint resolved.
  
  Regards,
  
  ******** ***********
  
   
  

• Initial Complaint

  Date:04/28/2025

  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.

  I use a Dexcom G6 to monitor my blood sugar. on 4/19/25 I inserted a new sensor since the other sensor only lasted 3 days; they should last for 10 days. I called for a replacement the same day and was told it would be sent out in 5-7 business days. I still have not received the sensor. Called Dexcom. I attached the conversation we had via chat. For a medical company, they should provide more accurate information. This is just unacceptable for a company like this.I would like the new sensor sent out ASAP.

  Business Response

  Date: 04/29/2025

  Thank you for sharing your experience with us.  We are sorry to hear of the challenge you recently experienced with the Dexcom product.  We also understand how stressful it can be when needed replacement items arent delivered in the timeframe promised, and we apologize for any miscommunication and delays.  We are constantly striving to improve our customer experience.  A member of our escalations team attempted to contact you today, 4/29/25, regarding your concerns.  Per the ***** website, your replacement sensor will be delivered on 4/30/25. Please do not hesitate to reach out to our technical support team for any further assistance needed.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 05/01/2025

  
  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:04/18/2025

  Type:Delivery 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.

  On January 20, I subscribed to Dexcom Stelo 3 month subscription service after it was recommended by my doctors office for gestational diabetes. I had issues with nerve pain with insertion and inaccurate readings. I'd just lose the money and change the sensor out. Completely forgot about actually SUBSCRIBING 3 months prior. Nearing the end of my pregnancy, I placed an order for one month of sensors. Theyre experiencing a 5-10 day delay on shipping. Well. My shipment arrives. And 2 days later (April 18, 2025) without ANY warning at 1:30am I get my FIRST email about the prior 3 month subscription renewing and the order being processed. I go on to try to cancel. It has not shipped yet. It tells me you have 60 min to cancel after the order is placed. I had zero warning about the almost $300 they were about to ****** out of my account until they did it at 1:30am. I immediately contacted them as soon as possible to be told there's nothing I can do. I'm just screwed out of that money. This place robs you. And the product is incredibly inaccurate.

  Business Response

  Date: 04/21/2025

  Hello *********,
  
  Thank you for contacting us. 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,
  
  Stelo Support 

  Customer Answer

  Date: 04/22/2025

  
  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:04/16/2025

  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.

  I have a sensor that was placed in my right upper arm and the readings have been very high. My glucose monitors both show ranges at 25 points or lower than this CGM. I reached out and got their Stelo Bot on the 11th and than on the 13th noticed an email to fill out a questionnaire from them. I checked back a few days later and it was a closed ticket. Sensor is still way off and no one seems to care. This isnt a good way to get repeat business!

  Business Response

  Date: 04/18/2025

  Hello Crystal,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Thursday, April *******. Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. 
  
  Your concern has been received and promptly forwarded to our dedicated Stelo Technical Support team for further assistance. You can expect to be contacted with 48 hours.
  
  Thanks,
  
  *******
  Dexcom Global Technical Support  

• Initial Complaint

  Date:04/12/2025

  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 am a type 2 diabetic not on insulin. The dexcom G6 sensors are no longer covered for type 2 diabetics not on insulin. After a month-long search I finally found out that Dexcom offers a product that is covered and can be used by type 2 diabetics called Stelo. I was grateful to find this so that I can continue to track my glucose numbers. I ordered four sensors. 2 from the dexcom site, and two from ******. I correctly placed one on my left arm and wore it for the allotted time of 15 days. When I remove the sensor I ended up with a big swollen hot bump and redness that turned into an infection that requires medical attention. (I never had an issue in the two years that I was using the G6 sensor) I've been placed on ********** 500 mg for 7 days. Thinking that this was just a one time thing I replaced that sensor and inserted a new one on my right arm. I left that sensor on for the allotted 15 days. And when I removed it, I had the same experience a red bump where the needle was. This this is not as bad as the one on my left arm but nonetheless there is still an issue. I tried getting a hold of dexcom which impossible. Their bot system does not give you the options to enter the complaint like this and when you go to try and sign on it says that your username and password is not correct, even though I've used that same username and password in the past. I would like to know what the issue is with these sensors and why this is only happening with this new sensor not with the G6 sensors. I would also like a refund on the four sensors that I purchased, two directly from the stelo site, and two from ******.

  Business Response

  Date: 04/17/2025

  Hello, 
  
  Thank you for contacting us. An update 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:04/10/2025

  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.

  On March 22 , 2925 I experienced my second sensor failure in thirty days. I called and submitted a written request for a replacement to be sent. It has now been 19 days since this request and no replacement has even been shipped as of my conversation with a customer service representative about 5 minutes ago. Shipping issues is the excuse Ive gotten for 19 days!!! If your shipping department is this incompetent I suggest you clean house and start all over again!!

  Business Response

  Date: 04/15/2025

  Hello *****,
  
  Thank you for sharing your experience with us. We are sorry to hear of the challenge you recently experienced the Dexcom G7 CGM.  A member of our escalations attempted to make contact today, 4/15/25, regarding your concerns.  Rest assured; your feedback is very important to us.  Customer feedback is what provides the information our leadership relies on to improve our processes and ensure that we are meeting the needs of our customers.
  
  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 Dexcom.
  
  Thanks,
  
  *******