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:03/05/2025

  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 got sucked into the Dexcom con.There like a drug Dealer. They get you hooked.. Then they cant help I have had there G7 and live in **************They FALL OFF and now they WILL NOT REPLACE THEM I have had about 6 fall off They refused to replace any after the first 3 were replaced.. now they telling me they wont!!!!!!!!I have type one diabetes and they are playing with my life it not my fault they make a defected product .. I use an insulin pump that is attached similar to the G7. That never comes off. I want two sensors or $200. It seems to me that you are nothing but a money money hungry corporation I do not care about their customers.

  Business Response

  Date: 03/11/2025

  Thank you for sharing your feedback with us.  A member of our escalations team attempted to contact you today, 3/11/25, 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. 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,
  
  *******

• Initial Complaint

  Date:03/02/2025

  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 contacted the Dexcom online support on 03/02 around 11 AM because I was having trouble with a G6 transmitter and spoke with ***** *. Since 3/1, my insulin pump was showing the "Out of Range 14C" error and I was not getting any readings. After asking me all the basic questions (i.e. transmitter SN, weight), ***** asked for my address to send another transmitter. I gave him my address. But I also stated that I've had this issue in the past with an expired transmitter and was wondering why the solution is to just send me another one. ***** asked for that serial number but I didn't know it. He told me not to wait "days, weeks, months" to contact and he send me another one. He asked if there was anything else he could do for me. I said he hasn't solved anything but simply ordered a new transmitter which won't be here for 7 days. He said "sorry you feel that way" and then immediately disconnected from our chat. He never asked what trouble shooting steps I had taken or suggested any for me to take. After getting all of my information, ***** simply replaced the product and ended the call as soon as possible. He showed no signs of trying to understand the issue and never asked if I wanted to do anything to troubleshoot it. When asked if there was anything else, and when I said I still have an issue, he read that I still had issues and still decided to leave without trying to help. While ***** may have a quota to meet, I now have no way to troubleshoot my transmitter and now have to wait 7 days to get a new one. This negatively affects my glucose levels and has a direct impact on my health. Dexcom should be ashamed of how their support technicians treat their customers.

  Business Response

  Date: 03/11/2025

  Thank you for sharing your feedback with us.  A member of our escalations team attempted to contact you today, 3/11/25, 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. 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,
  
  *******

• Initial Complaint

  Date:02/28/2025

  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.

  Devices in the order I received are no good and do not work. I let this company go when one of the devices didn't work but I can not afford to keep paying for these things when they don't work at all!I have tried on several attempts from the 16th and every two business days since with no help offered by the companies representatives. All they ever tell me is that they are taking notes from the call and are expediting the issue. You know, after the third time them telling me this, I have come to the conclusion that they do not ever intend to make good on their product!

  Business Response

  Date: 03/06/2025

  Hello *. ********,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Friday, February *******. 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: 03/07/2025

  Although I am sure that Dexcom Inc is working hard to improve the quality of their products, I do not see how that resolves my complaint. The company sent me three bad sensors (so far) and after contacting their customer service several times I have seen no attempt to make good. They seem to think that it's just okay to send their customers defective products and then turn a blind eye when they are contacted. Instead of giving me flowery comments about how they are working to improve the quality of their product, I would like to know how Dexcom Inc. intends to make good on the bad sensors they already sent me.

  Summarily, I have been assured that Dexcom customer service would get back to me in 48 hours at least half a dozen times already so the answer Dexcom is providing [here] seems rather hollow to me at this point.

  I ask that you please keep this case open until Dexcom actually addresses this issue.

  Business Response

  Date: 05/30/2025

  Hi t,
  
  It looks like you spoke with one of our representatives on 5/14 and your feedback has been documented. The replacement policy can be found on our website here: **********************************************************************************************************. It was determined that you did not qualify for a replacement at that time and this was shared on that call.

  Customer Answer

  Date: 05/30/2025

  Greetings,

  As I told the Dexcom Stelo representative, in all good faith, I do not accept that answer. They can not and should not be allowed to sell a defective product AND then tell the customer that it can't be proven. It is not my fault that the seller of these devices *********************************************** either has a poor design or more likely a complete lack of quality control.

  When I report that a product I received from you does not work, did not work from day one, well, then the answer shouldn't EVER be that I can't prove it so my request is denied.

  I am requesting some degree of fairness in Dexcom's dealings with me. I request that this complaint remain open until the maker merchant (Dexcom Stelo) makes good on the defective products they sold me. 

  Regards,

• Initial Complaint

  Date:02/17/2025

  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.

  Stelo Case ID **********, I have never received response on the case. I ordered 2 stelo CGM units around *********. I applied one of them last month, and it only has last 12 days instead 15 days, so I contacted the customer service over online form. Finally got a replacement unit arrived in mail. However, this replacement unit is dead on arrival, the needle is bent and refused to be applied to my arm. I demend another replacement unit or full refund.

  Business Response

  Date: 02/24/2025

  Hello Mia,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Tuesday, February *******. 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:02/07/2025

  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.

  I ordered a unit today and the shipping address was incorrectly added. I tried calling all day to fit it. No customer support. This is what they sent me.After checking our options, order(s) that was sent to an incorrect address is not covered by the warranty and we here at ************* will not be able to process a replacement. As indicated on our policy, all sales are final and there are no returns or exchanges. For additional information you can visit our FAQ linked here. Can't you chage my address, please sent to right address or cancel the order and refund

  Business Response

  Date: 02/10/2025

  Hello,
  
  Thank you for contacting us. Information has been sent your email address on file with Stelo on 2/7/2025, please respond back to our email so we may better assist you. We appreciate your understanding and look forward to serving you as valued Stelo customer.
  
  Thank you,
  Stelo Support

• Initial Complaint

  Date:02/07/2025

  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.

  Starting the second week of my Stelo, the sensor started to be wildly inaccurate. My fasting sugars were 30 points higher than the baseline, confirmed with a finger stick. I put on a new sensor and the difference was tremendous. It had thrown me off completely and I could not understand why my sugars were off the charts. clearly it was the sensor. I filed an issue report 1/12/25 case ID Case ID **********. Never heard anything back. Filed another CASE ID ********** to follow-up on the previous case. "Please allow 1-2 business days for investigation into your case. If more information is required, a member of our team will reach out via email." Again 1/25/25 Case ID **********. And finally received a response 1/27/25 with the vague response below with no resolution. This is unacceptable as no resolution was provided. No junk mail was found and no information was found in my account. The email was basically templated junk."We have received a follow-up request regarding case number 1-00110576 and we apologize for the delayed turnaround time on this issue.After reviewing, we found that this case has been submitted for validation and confirmation. We kindly suggest monitoring your email for a message with the subject: 'Stelo Product Support Request' from no-**************** as we may request you to complete our product issue form for documentation purposes.For any future Stelo product issues, you can easily use our Stelobot by following these steps:Visit Stelo.com.Log in with your Stelo App credentials and make sure your address is updated in your account profile.Follow the prompts to report your product issue via ********, located in the bottom right corner of your screen.

  Business Response

  Date: 02/11/2025

  Hello ******,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Tuesday, February ******. 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: 02/11/2025

  Please provide a resolution through this forum. I have not received any contact from the company at all.

• Initial Complaint

  Date:02/04/2025

  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 bought a continuous glucose monitor (CGM) called Stelo from the Dexcom company on 11/28/24. It was sold as a 2 pack. Order # US ******ST. Each unit works for about 21 days. The first unit worked perfectly and then came to the end of its 21 days. I then went to use the second unit and it was defective, it would not pair with my iPhone. I already knew the software on my phone was up to date since the first worked. I contacted the company for a replacement on 12/25/24. I received the replacement on 12/29/24. Order # US294479 TR. The replacement was also defective. I got back in touch with the Dexcom company. They essentially ghosted me. All they offer in terms of customer service is a ChatBot called SteloBot that has very few drop downs. Report A Issue. There is no opportunity to even chat with a human representative on the Bot. There is no phone number. No email address. Only FAQs. I saved copies of the chats I sent that Dexcom ghosted. In one I asked for a second replacement;after no response , I wrote another and I complained about their defective product, poor customer service, and told them I wanted them to reimburse me for the defective unit (half of $89). I have gone on Internet forums and these defective units, invisible customer service and lack of responsivity are widespread at Stelo/Dexcom. On my account page, there is no record of the complaint despite them sending an email that it was received. Its been a month now.

  Business Response

  Date: 02/06/2025

  Hello *****,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Tuesday, February ******. 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:01/29/2025

  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 reached out to Dexcom regarding a replacement for my G7 which failed to pair. I was told it would take 5-7 business days to SHIP. When reaching out again to explain that I had no sensors left and the current one would be expiring in a few days, I was told that it would be still be 5-7 business days due to being "backlogged". When trying to explain my situation and even offering to pay for expedited shipping the agent told me "sadly, you're going to have to do fingersticks." Again, I explained that my test strips are limited due to how my prescription is written, they offered to process the shipment, just to be told again it would still take 5-7 business days. This amount of wait time is inappropriate especially if a patient is telling you that they are low are supplies, Dexcom has a responsibility to make sure patients' needs are met, especially when it's their product that is faulty.

  Business Response

  Date: 02/04/2025

  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, 2/4/25, regarding your concerns.  Per the ***** website, your replacement sensor is scheduled to be delivered on 2/7/25 via tracking number 285068037650.  Please do not hesitate to reach out to our technical support team for any further assistance needed.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:01/28/2025

  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.

  Have had 3 bad sensors in the last 3 weeks and dexcom wont replace the sensor even in the 10 day period. **** all the logs and alerts to the tech support **** No follow up and no email saying they would replace any of them. Called back again and their support team disconnected the call as I let them know. Called on late friday night never heard back. Called on Saturday early AM and started to explain the errors tech disconnected call and never called back.

  Business Response

  Date: 02/04/2025

  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 contacted you today, 2/3/25,regarding your concerns. You confirmed that a member of the Dexcom leadership team had already contacted you. 
  
  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 assistance needed.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 02/13/2025

  This has not been resolved still no replacement devices As per their site and their recordings all 
  replacements will be honored within the 10 day period of use if any errors happen. 
  This has not been resolved 

  Business Response

  Date: 02/19/2025

  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 contacted you today, 2/19/25,regarding your concerns. You confirmed that a member of the Dexcom leadership team had already contacted you and that the replacements referenced in your complaint have been received. 
  
  Please do not hesitate to reach out to our technical support team for any further assistance needed.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:01/25/2025

  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 have experienced that Dexcom products and their technical support are ineffective and inefficient for managing Type 1 diabetes. The company appears to do little to address the reported equipment failures or concerns, often sending replacements that are also defective. Unfortunately, one such failure resulted in my 16-year-old daughter being hospitalized in December 2024. Despite this serious situation, Dexcom's only response was to send another malfunctioning device, without any follow-up on my concerns. Since December 14, 2024, I have contacted Dexcom four additional times to discuss ongoing issues with the G7 sensors and to express my increasing frustration and concern regarding the inadequacy of their products and support.

  Business Response

  Date: 01/31/2025

  Thank you for sharing your experience with us. We are sorry to hear of the challenge you recently experienced with obtaining the Dexcom overlay patches.  A member of our escalations attempted to make contact today, 1/31/25, regarding your concerns.  The I-Phone with the iOS reported in your complaint is in fact compatible with our app.  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,
  
  *******