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:04/10/2025

  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.

  2 NEW SENSORS said "CANNOT FIND SENSOR, ACTIVATE NEW SENSOR" after the dexcom phone app tried to pair with the sensors. They sent one ***lacement, but I lost 2 in succession because I thought the issue was just with the first one, but it happened to both.I tried to reach someone from DEXCOM and the chat option seems to be designed to make customers wait for nothing, starting with - you're #3 in queue, average wait time 1 minute, becomes you're #1 in queue, wait time then bounces from 10 minutes, to 6 minutes, to 1 minute, then back to 5 minutes... really bad customer service.Followed up with the customer service *** named *****, asking how to deal with the problem I encountered... should I try activating a new sensor? should I delete and then download a new dexcom app? I have not had glucose readings for 1 week now...Their sensors were difficult to apply before, became much better recently, and then sucked again most recently and became very difficult to apply and then, accompanied also by those "FAILURE" messages.COMPLAINT NUMBER: 250403-010088 Sensor lot # - ********** (both)S/N - ************ / QR code number - 7247 S/N - ************ / QR code number - 3676

• Initial Complaint

  Date:04/09/2025

  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.

  On march 6th i placed an order for a stelo sensor unit for my wife who had gestational diabetes. She had our baby ********** and is no longer diabetic. Stelo sent me an email saying my next order is confirmed (I didnt confirm anything) so I cancelled my payment method, cancelled the subscription and I also made a reasonable effort in contacting them requesting my money back. Instead my emails were ignored. This is a sketchy and totally untrustworthy business based off their lack of communication with customers and lack of empthy with stealing their costumers money. They sent me no email saying when the new order would be processed, when it was placed or even if/when my card was going to be charged.

  Business Response

  Date: 04/09/2025

  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:04/08/2025

  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 contacted Dexcom support on 3/29/2025 as my dexcom 6 receiver had stopped working. After troubleshooting they decided to send me a replacement free of charge( as medicade already paid for it ). I was told this would take 4-7 business days. I then asked to escalate shipping they said yes and said it would still take 3-4 business days. I was also told I would receive a separate empty box sent fed ex ground in 7 days to send the old receiver back( i did receive this in 7 days) I did not receive the Dexcom receiver as of yet( 4/8/2025), I have called now 3 times to support and am still being told it has not shipped as of yet and they have no eta as there maybe is a delay in the distribution center. Support is not able to tell why there is a delay from their system. It is now 4/8/2025 and I still have no receiver after just getting off a call with them with again no more information on when or if it will be sent to me. This is free from them as the old one was defective and covered via my ********* The only thing they said was to get a script for a new one and fill it and pay 400 if I could not wait. This clearly is not an option. I want to know why they can not provide me a new replacement receiver in a timely fashion as promised. I also have no way to escalate this at dexcomm as I asked multiple times. Their system only shows the label to ship has not yet been created and they have no insight to why there is a delay from the distribution center. This is just unacceptable.

  Business Response

  Date: 04/15/2025

  Hello ********,
  
  It was a pleasure speaking with you today.  Again, I both acknowledge and apologize for the delay in providing you with a replacement handheld receiver.  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.
  
  The replacement receiver is being sent via ******Air-Standard Overnight, and you were provided with the tracking number during our call today.
  
  Please do not hesitate to reach out to our technical support team for any further assistance needed.
  
  Thanks,
  
  *******
  Dexcom Global Technical Support  

• Initial Complaint

  Date:04/08/2025

  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 have ordered two replacement sensors on march 31 they said it should only take 5 days to get them by ***** as of Saturday the april 5 i got on live chat they told they hadnt even ship them the only one he had left was going to expire in 72 hours then my wife called yesterday about 6 times some supervisor was supposed to call back never did not his sensor to check his blood sugar is going to expire within the next few hours and we have no more to use cause two of them said error sensor i also called already this morning april 8 didnt get any where with that they were suppose to send a tracking number when they sent them havent gotten one saying they have please help i am getting very angry when we call them and get the same answer nobody in that office or will let me talk directly to shipping this is a health issue he has diabetes and heart disease please help me

  Business Response

  Date: 04/10/2025

  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, April 10, 2025.  We were able to confirm to separate replacement orders have already been shipped.  An order of 2 replacement sensors will arrive in April 14, 2025 with an additional 2 replacement sensor arriving on April 15, 2025.
  
  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: 04/11/2025

  
  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:04/07/2025

  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 purchased 2 Stelo CGMs and they both failed. One was replaced and it failed as well. Stelo has you jump through hoops to possibly even get a replacement and two out of three times I've not heard anything as of yet. I asked for a refund since these are clearly junk and don't work as they should and then fail or fail from the start. ***** isn't just pocket change, especially to someone dealing with diabetes.

  Business Response

  Date: 04/10/2025

  Hello ******,
  
  Thank for providing additional feedback regarding your Stelo Glucose Biosensor on Tuesday,April 8, 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: 04/11/2025

  The replacement prior to this failed as well. Three have failed and 2 have now been replaced. One was denied. How is it ok that these continue to fail and just keep being replaced? A refund is a better option. 

  Business Response

  Date: 04/17/2025

  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: 04/23/2025

  As previously stated, 2 of the 3 failed sensors have been replaced. Nothing as far as the 3rd one. Many emails sent from *****. I respond and hear absolutely nothing. 

  Business Response

  Date: 06/13/2025

   Hi ******, we are sorry to hear about your issue with replacing your Stelo shipment. Please review our return and warranty policy found here: ********************************************orders/what-is-stelo-return-warranty-policy

  
  

  You can find our replacement policy here: ********************************************orders/what-is-stelo-replacement-policy

  
  

  Not all cases warrant a sensor replacement, and some requests may not qualify for a replacement. In this case the replacement you requested did not warrant a replacement.

  
  

  Thank you,

  Stelo Support

  Customer Answer

  Date: 06/13/2025

  I had three sensors FAIL, despite being used properly. Dexcom (******) replaced two. How is that not eligible for a replacement? IT FAILED! HOW IS THAT NOT A DEXCOM ISSUE???

• Initial Complaint

  Date:04/07/2025

  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.

  No orders being shipped after placing

  Business Response

  Date: 04/08/2025

  Dear Pearl, 

  Thank you so much for connecting with us today, please dont hesitate to reach out if there is anything else we can help with. We greatly appreciate your feedback and value you as our Dexcom customer. 

  Thank you, 

  Customer Support | ********************** 
  **********************************************************************;
  ************** | ***************************************************************************** 
  

  Customer Answer

  Date: 04/08/2025

  spoke with ****** I am getting mis information from patient assistance line.

  Business Response

  Date: 04/11/2025

  Hello, 

  We appreciate your patience as we worked to get your concern resolved. 

  Please let us know if we can assist with anything else. We greatly appreciate your feedback and value you as our Dexcom customer.   

  Thank you, 

  Customer Support | ********************** 
  **********************************************************************;
  ************** | ***************************************************************************** 

• Initial Complaint

  Date:04/06/2025

  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.

  The receiver does not work because of a software issue. Apparently the "warranty" ran out five weeks ago. This is a poorly made product that the company refuses to stand behind. The problem is that there are well known issues with the Dexcom app where it requires you to constantly close and re-open it to get a signal. As a result of the non-functioning app, the only way to actually monitor your blood sugar is through the receiver. Last night, without a working receiver, the app "lost signal" for six hours in the middle of the night until I woke up and closed and re-opened it. If I had a dangerous high or low during the night, it could have been catastrophic. The company does not care about the serious risk it is exposing patients to. It also constitutes a breach of the implied warranty of merchantability. If the company does not rectify this situation immediately, I plan to file a complaint on behalf of myself and all others similarly situated.

  Business Response

  Date: 04/10/2025

  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, 4/10/25,regarding your concerns.  Please be aware that if your Dexcom receiver is no longer under warranty, then you should be eligible to have your HCP request a new one for you. Your insurance company would have the final decision on your replacement eligibility.
  
  As for a known issue requiring Dexcom users to constantly restart the Dexcom app to reestablish connectivity, this is not a known issue and is not a practice utilized by our technical support team.
  
  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 04/11/2025

  Dexcom's response is both insufficient and patently untrue.
  Dexcom is either outright lying or has its head completely buried in the sand when it says this is not a known issue.  
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  I don't know how much more of a "known issue" this could possibly be. 
  

  So Dexcom knows it has a faulty app and then it's solution is to require you to also purchase the receiver.  Without a working app or a working receiver - Dexcom CGM is entirely useless.  And then the receiver itself is junk so you are forced to continually repurchase over and over again. They think this is totally fine because as their response says - just have your insurance company pay for another one.  Ignoring the reality of co-pays,selling a defective product so that it must be constantly repurchased is essentially insurance fraud.  

  
  

  Business Response

  Date: 04/17/2025

  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.
  
  While your receiver was out of warranty, we have provided a goodwill replacement receiver.  The receiver will ship via ***** ground.  You will receive an email containing the tracking number once the warehouse processes the order.  Please allow 5-7 business day for delivery.
  
  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:04/05/2025

  Type:Order 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 purchased stelo under US320457ST order number, I recently filed Case ID ********** with all information for the failed sensor that was falling off after couple days of wear. I'm requesting a replacement unit due to my sensor. However, I have not yet received the replacement sensor. Please assist me.

  Business Response

  Date: 04/09/2025

  Hello *******,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Tuesday, 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:04/01/2025

  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 recently purchased a pair of Stelo CGMs from Dexcom's website (*********). Both were defective. The first never worked. The second sent such erroneous numbers that, had I acted on them, would have put me in the hospital or killed me. They are refusing to issue a refund in spite of the 100% failure rate of their products.

  Business Response

  Date: 04/04/2025

  Hello Garan,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Tuesday, 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  

  Customer Answer

  Date: 04/04/2025

  The only acceptable resolution is issuing a refund for my full purchase price of the defective products. I am in no way convinced by your boiler plate "we are sorry and will try to do better" fake apology. If you were truly sorry you would have issued a refund without hesitation.

  Business Response

  Date: 04/08/2025

  Hello Garan, 

  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. 

  
  

  Customer Answer

  Date: 04/09/2025

  Once again, the only acceptable resolution is for a full refund of the purchase price of the defective products. An insincere apology does not even come close to resolving this issue.

• Initial Complaint

  Date:03/30/2025

  Type:Delivery 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 signed up for a 1 year subscription for *** supplies. Theyre were automatic ship dates where they would automatically bill your card and ship your order. My auto ship date was 3/18/25 for a delivery date of 3/25/25. they billed my card. On 3/21 I got am email stating their shipping carriers were working on high volumes of orders and might be delayed 5-7 days. Then I did not hear anything else. On 3/27 I reached out because my sensor was expiring and I still did not see where they had shipped my order. After going back and forth with a chat agent, I was told that they were working on fufilling my order and that they were very behind because they had too many orders to fufill. I asked when I would get my order and they stated **** had no idea and that it was still processing. I asked that they cancel my order and refund the money back to my HSA card since they had yet to even fill the order and they refused. I cancelled my subscritions but could not get them to refund my money for the order they never filled or shipped nor would they give me any kind of date when it would be shipped. They sent me an email stating they would give me an update in 1-2 days but I still have not got any kind of response and it is still not shoing as shipped or fufilled. It has been almost 2 weeks since they billed my HSA card and yet they have not provided the service that was scheduled to be delivered over a week ago.

  Business Response

  Date: 04/01/2025

  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