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Business Profile

Medical Equipment

Insulet Corporation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Equipment.

Complaints

Customer Complaints Summary

  • 30 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/21/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My daughter is a type one diabetic who uses the omnipod 5 insulin system and has had nothing but problems with it between leaking pods bent needles bleeding and bruises connection issues recently the company has been refusing to replace pods do to the frequency of problems this has added to not only my stress but my daughters as well all I have ever asked them to do is replace the pods that failed i never asked them to replace the 1000s units of wasted insulin their customer service definitely leaves something to be desired their customers who are on the system not by choice but because of a medical condition and like in our case it is the pump that insurance will cover definitely deserve better

    Business Response

    Date: 06/26/2025

    Insulets ************* team followed up directly with the customer to address their concerns.

  • Initial Complaint

    Date:05/21/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This is a complaint about life saving medical equipment that is not working, the Omnipod 5 insulin delivery system. The pod is not communicating correctly with the sensor so, therefore, the sensor needs to be changed before the 10- day period. Two days ago the pod all of a sudden quit working after only having it on for a little more than 24 hours. When I attempted to put a new pod on, the pod would not work and had to discard it and put on another pod. Last night, may 20, 2025, I got a message saying my device was incompatible and could not be used to control the pump. So at 1:30 am on May 21, 2025, I had to find a pharmacy to go to in order to buy needles to take a dose of life saving insulin. When I called the company last night I was told not to expect a call back for at least 3 days about the situation. This is not acceptable practice for a business that manufactures lifesaving needed medical equipment. Not to mention the fact that over the last 3 days I have spent upwards of 6 hours on the phone with foreign people who can't speak English and are of no help whatsoever. I feel a class action lawsuit should be filed against this company for their mishandling of lifesaving medical equipment which causes our lives to be put in danger and also costs us money, which as a senior citizen on a very limited income, I do not have, and their truthfulness about their product and the so-called 24-hour "help" line they provide, which is a joke. This issue that happened on May 20, 2025 with the "device" (smart phone) not being compatible all of a sudden has affected millions of users. THIS IS NOT OK!!!! There was no explanation or warning given. One minute it worked, the next it didn't. This is a very serious situation that this company needs to be held accountable for.

    Business Response

    Date: 06/09/2025

    Insulets ************* team followed up directly with the customer to address their concerns.

  • Initial Complaint

    Date:05/06/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 4/08/25 the omnipod 5 app stopped working on my device that is on the "compatible devices" list. When this happened it killed the insulin pump I was wearing and could have been a dangerous situation. Since then I have contacted their support twice and have gotten 0 answers as to why my device that is on the approved and compatible list is no longer capable of running the application.

    Business Response

    Date: 05/23/2025

    Insulet's ************* team followed up directly with the customer to address their concerns.

    Customer Answer

    Date: 05/28/2025

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    ******

     

     

  • Initial Complaint

    Date:04/23/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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've been with omnipod for 16 years and am horrified at the quality decline in recent years. Since switching from Eros to the Omnipod 5 I'm barely able to get a pump to work. I might have to go back to injections. Almost all of the pods leak, bleed, or bruise, and it's damaged my a1c. I'm realizing this isn't a "me" issue and it's a device issue. I've lost HUNDREDS and HUNDREDS of dollars in insulin with no help from Insulet. **************** wasted 3 hours of my time when I had to call a massive batch of pumps in because the *** barely spoke English and didn't understand what she was doing. I was treated like a criminal for calling so many in to be ***laced. Do you guys think I enjoy wasting hours upon hours of my precious time, living with CONSTANT anxiety because of pod failures, and having a marked decline in my physical health? I promise I don't. I've loved this pump so much, and I really believe I have to start to look into other options, because it's causing my mental and physical health to decline at this point.Omnipod, please, please, please do better. This is a serious medical device. This is life or death for so many people. I hope quality improves or the *** takes it off the market, because it's not up to par.

  • Initial Complaint

    Date:03/30/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 harassed by them. I was going to use their insulin pump I was trying to setup an account. Once I started the process I realized that I did not want to do an online class on how to use it. I have asked them multiple times to please stop calling me emailing me and texting me. I also told that I threw away everything and I am not ever going to use it and please leave me alone. Just today on a Sunday I have had multiple emails and phone calls and text. They have bothered me to the point that it is affecting my health. Please tell them to never contact me again

    Business Response

    Date: 04/01/2025

    Insulet's ************* team has been made aware of this complaint and the account has been flagged as "Do Not Contact". 

  • Initial Complaint

    Date:01/20/2025

    Type:Customer Service Issues
    Status:
    Answered
    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 a type 1 diabetic all but the first few years of my life, and was started on the omnipod insulin system around 10 years ago. I stayed on the origin omnipod as long as my pharmacy could obtain it, and then had to upgrade to the omnipod 5. Since I've been forced to upgrade, I've lost several hundreds of dollars on pods that don't deliver insulin properly, pods that randomly start alarming and won't stop, reconnect to the transmitter, or stop making noise after using the "thumb tack trick" showed to me by your ***** in addition to the hours waiting for customer service (often in the late hours of the night) to pick up the phone and fix the issue, and the hours spent trying to correct my blood sugars after the pods deliver incorrect amounts of insulin or stop working. In the last two years that I've been having to call and deal with customer service, I've been lied to about replacement products being shipped out, delivery windows for replacement products, and I have been treated rudely nearly every time I've called. This is a crucial medical device for so many diabetics, and it's absolutely INFURIATING that it doesn't work, and that issues with it are so poorly resolved. Your customer service **** are disrespectful and rude, and don't do what they say their going to, and your product becomes more and more unreliable as time passes, wich is putting people in danger of extremely high and low blood sugars. These problems need to be fixed

    Business Response

    Date: 02/05/2025

    Insulets ************* team followed up directly with the customer to address their concerns.

  • Initial Complaint

    Date:11/24/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 a Type 1 diabetic for 35 years. For the past year, I have used a Dexcom G6 sensor and OmniPod 5 to deliver insulin. This past November, I upgraded to a Dexcom G7. I still have a prescription for the Omni Pod 5 as I was told they were compatible. I thought this was the case until last night when I got an alert to change my OmniPod and was alerted that the Pods we NOT compatible with the Dexcom G7. As a result, I did not have any way to deliver insulin besides a needle and vial of insulin even though I had 5 boxes filled with useless Omnipods. My blood sugars spiked to the high 400s and then crashing down to the low 40s. I spent 12 hours dealing with extreme blood sugars. In the morning, I called my pharmacist (************************************) when the opened (since it was Sunday) and he asked me to bring in my current pods to exchange. He told me that the ONLY difference in the Omnipods is a marking on the top corner of the box that says Dexcom G6 and Dexcom G7. When the pharmacist or anyone distributes Omnipods to a customer the ONLY way to tell the difference is the wording at the top corner of the box. When they scan the box IT IS THE SAME regardless of what device it is compatible with. As a result, I was given boxes of Omnipods that were ONLY compatible with the old Dexcom G6. There needs to be a different QR code for these pods! The whole "we tell pharmacists about this issue" isn't cutting it and as a result, I got the WRONG prescription (5 boxes). I am going on an international trip soon. Imagine if this would have happened when I was overseas?! THIS ISSUE NEEDS TO BE RESOLVED NOW. People's lives depend of this. I am not asking for any compensation. I am asking they be pulled and given a new QR code.

    Business Response

    Date: 12/11/2024

    Insulets ************* team followed up directly with the customer to address their concerns.

  • Initial Complaint

    Date:10/25/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 BUY THIS PRODUCT MONTHLY OR EVERY THREE MONTHS FOR A 90 DAY SUPPLY AND IT DOESN'T WORK AS IT IS INTENDED. THIS IS AN *** APPROVED PRODUCT AND IT IS NOT WORKING AS IT IS APPROVED TO PERFORM. IT IS AFFECTING THE MANAGEMENT OF MY OVERALL HEALTH. I HAVE BROUGHT THIS TO THE ATTENTION OF THE CUSTOMER SERVICE ***** MANAGERS, AND ENGINEERING DEPARTMENT OF INSULET AND HAVE BEEN HUNG UP ON. WHEN I GET A VOICEMAIL, THEY DO NOT PROIVIDE AN EXTENSION TO GET BACK TO THE PERSON THAT LEFT THE MESSAGE. THIS IS INFURIATING, NOT TO MENTION RUDE AND A TERRIBLE BUSINESS PRACTICE. BECAUSE THEN YOU HAVE TO CALL INTO THE MAIN ************* START THE CONVERSATION ALL OVER AGAIN, ONLY TO BE TOLD THAT "SOMEONE" WILL CALL BACK FOR THE NEW CONVERSATION. THIS COMPANY IS TERRIBLE. THEY DON'T TRY TO FIGURE OUT HOW TO MAKE A PRODUCT THAT ACTUALLY WORKS. THEY ARE IN VIOLATION WITH THE *** REQUIREMENTS FOR THE "PRODUCT" AND THE WORK AROUNDS THAT THEY ARE IMPLEMENTING DO NOT WORK.

    Business Response

    Date: 12/04/2024

    Insulets ************* team followed up directly with the customer to address their concerns.

  • Initial Complaint

    Date:08/28/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This is my second complaint to the BBB. I complained the first time to let the BBB know that Insulet has made promises to release there transmitter application for IPhone and still have not delivered. The first time I complained, someone from Insulet called me to say the release would happen by end of summer. I guess they told me that to close the complaint but the app was never released. They are now telling me the end of year so they lied to me to close the complaint.

    Business Response

    Date: 09/13/2024

    Insulets ************* team followed up directly with the customer to address their concerns.

  • Initial Complaint

    Date:07/31/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Insulet the makers of OmniPod sent all current omnipod 5 users an email on July 30, 2024 requesting that users update their Omnipod 5 so that it can be used with a separate product the Dexcom G7. The pods that are currently circulating are only compatible with Dexcom G6. My pharmacy stated that Insulet is contractually obligated (with pharmacy) to replace my outdated pods with new ones but Insulet is refusing. Management is refusing to take my call. I have been on hold for 30 minutes since asking to speak to a manager about the replacement refusal. The original rep I spoke to at insult suggested I continue to use their product in an inferior setting until my re-order is due at pharmacy. This is a direct contradiction to instructions provided by Insulet in writing on 7/30. Insulet released an upgrade to their product prematurely and are trying to place blame on pharmacies. Insulet released the upgrade instructions without being able to supply needed product. This is unethical from a business perspective and the BBB should be aware of how Insulet conducts business.

    Business Response

    Date: 08/01/2024

    Insulet's ************* specialist spoke with **************** and resolved her concerns.

    Customer Answer

    Date: 08/01/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

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

Insulet Corporation is NOT a BBB Accredited Business.

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