ComplaintsforMedtronic Diabetes

• Initial Complaint

  04/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a Insulin pump from Medtronics that was paid a majority by insurance and $2100 by me. They advertise that the pump is able to monitor your blood glucose with their cgm device and adjust the amount of insulin the pump gives you. What they dont tell you is that 3 times a day you have to check your glucose levels with an old fashion separate glucometer because their cgm is so inaccurate. They also sell you a ton of stuff you dont need to run up the price because you have no knowledge of what you need.

  Business response

  04/09/2024

  Please see attached response to this complaint. 

  Customer response

  04/09/2024

  Complaint: 21528146
  
  I am rejecting this response because:

  I talked to the customer service representative and they are very deceptive about this. She told me the new system requires no needle sticks at all. Then when I pushed back on that she says well it will prompt you for needle sticks  to "verify" the calibration.

  As I mentioned in my complaint they loaded me up on products that I didnt need and I did not have the knowledge to know what was required.

  I also ordered supplies that I needed such as reservoirs and infusion sets that they would never send me so I run out.

  Lastly I am not asking for them to refund what the insurance paid, just the copay that I had to pay.

  
  Regards,
  
  *************

  Business response

  04/11/2024

  Pleas see our resolution in the attached PDF

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a type 1 diabetic and use a Medtronic 780-G system for my diabetes control. About 3-4 months ago, I did a software upgrade on my pump that required I use new Continuous Glucose Monitor sensors (Guardian 4 Sensors + Transmitter). I did this upgrade after Medtronic heavily promoted and advocated for it for months. Now, 3 months later, as I'm trying to order a new round of sensors, Medtronic is saying they are back ordered due to "overwhelming demand" and "think it will be 3-4 weeks" but cannot promise a date they will be back in stock. I currently have 3 sensors left, which leaves me with 3 weeks of coverage. This means I will be without my continuous glucose monitor for an indefinite period of time. To be clear, this isn't a "nice to have." The continuous glucose monitor is an absolutely medically-essential aspect of my diabetes care, and many others as well. Most insurances will only pay for EITHER continuous glucose monitor supplies, OR test strips for a standard blood glucose monitor. So, there is a good chance I will be forced to pay out of pocket for test strips, if Medtronic can not fill my order in time. I believe Medtronic was reckless, irresponsible, and downright negligent of patients by advocating for people to make an upgrade that requires a certain product they didn't have adequate stock of. Again, this isn't a nice to have, it's an essential part of their patients well being. To use the excuse that there has been overwhelming demand, when they were the ones that caused that demand, is truly reprehensible, and obviously a decision they made for financial reasons. If they weren't prepared with adequate stock of the Guardian 4 sensors, they should have slowed down the software upgrade rollout pace. Now, many many patients are going to be without a key aspect of their healthcare.

  Business response

  04/05/2024

  Please see attached response to this complaint. 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am dependent on my diabetes sensor and medtronic insulin infusion device. A month ago they reccomended upgrade to a different software which I did. 4 weeks ago I placed order to refill the sensor which I replace every 4-6 days to monitor by glucose and save me from dangerous hypoglycemia and also hyper glycemias ( highs and lows ). I was informed after 3 weeks of waiting that these are on back order. I asked the personell to please then send me the sensors for guardian 3 in the meantime free of charge as the company obvioulsy has a supply and demand issue which is not my fault. These would work with the updgrade while I am waiting for the backordered supplies. I informed them that I cannot monitor my glucose 24/7 which i require and I may end up with severe potentially fatal health conditions as a result of not having continuous glucose monitoring. I am a type I diabetic. The personell informed me that there was nothing that could be done. So I have informed him that I need sensors. It is the companies fault this is not available. And instead if offering me a solution they " cannot do anything ". I have to wait 6 weeks without the proper supplies So I am writing to inform medtronic as well as get this documented that they are aware I have no ability to monitor my glucose and have declined to help . It is there responsability to assist the consumer with solutions when their company has a supply issue

  Business response

  03/28/2024

  Please see attached response to this complaint. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/14/24 I experienced an insulin pump failure by a pump made by Medtronic. Since then, I have been trying to follow up on a pump order made by my healthcare providers back in January 2024. Not only has the company lost the initial order, the designated sales representative diabetes specialist for my area metrowest ** has refused to answer my repeated calls and the calls of my healthcare team. My medical and mental health has suffered immensely. I have once again have called with no results and my health is deteriorating.

  Business response

  04/04/2024

  PLEASE SEE ATTACHED RESPONSE TO THIS COMPLAINT

• Initial Complaint

  03/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am a patient of Medtronic diabetes minimed. I always order supplies from them directly. I am on their latest version medtronic 780G with transmitter 4.Last week I was putting on my last sensor,and had no more,that's why I placed an order for 3 months supplies. I have been told that these sensors are back ordered and don't know when they are gonna be back in stock. Somebody else said it will be available by this week, someone else said it may take 3 weeks to get them.But I didn't hear back from them. I asked for help from my insurance HBCBS of ** through carecentrix, the department whose dealing with Medtronic.They asked them to send only one emergency kit,and they said we don't have. After some pressure from my insurance company they sent an emergency supplies that is not compitable with my pump. They send one guardian sensor 3 and I am using guardian sensor 4. I tried to contact them again today 03/21/2024, they keep telling the same we are in back order and don't know we will receive the shipment.My question is: for me as a diabetic person relying on their product to save my life,what should I do until these sensors are back in stock?They have their manual mode in their pump which is not working perfect for me.My endocrinologist always recommend their auto mode that requires these sensor.I went to the ** last year because I wasnot putting on those sensors. Ended up with bringing my blood sugar ro 500 and lost my consciousness.It is a matter of life.At least if those sensors are back order,they should find a substitute solutions or sending a correct emergency kit that works with my pump. If they don't have even emergency kit why they still selling the new pump 780G? Why are they still in the market since they have no supplies?All agents are nice but the company Medtronic is not serious,nor reliable company and they don't care about their patient life.I am desperate and asking for help from you,trying to make them sending my supplies which I am paying for it.

  Business response

  03/29/2024

  Please see the attached response to this complaint. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I switched to a new transmitter for my insulin pump. I still had supplies for the old one. I was told as long as I returned the old transmitter when I was finished with it, i would not be charged anything. I was then immediately charged $200. I have contacted them numerous times. Each time I was told when I returned the transmitter, I would have the balance canceled. I have now been told by them that my account is past due and will be turned over to a collection agency. I still have supplies (Which cost money and cannot be used with the new transmitter). Once they are done, I will return the transmitter. I have almost perfect credit and do not want them turning this over, when they have told me time and again that I will not have to pay it. I have been lied to, time and again.

  Business response

  03/20/2024

  Please see attached response to BBB Claim ******** for Mr. ***********************

  Customer response

  03/20/2024

  Complaint: 21429735
  
  I am rejecting this response because:

   

  I have received neither my full refund (which they are now saying will be just a credit.) nor have I received replacement sensors for the ones I had to throw away because they were not compatible with my new transmitter.  Once I receive my full $200 refund and a box of replacement sensors, I will be satisfied with their response. 
  
  Regards,
  
  ***********************

  Business response

  03/29/2024

  Please see attached response to ********************** concerns. 

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I work for Cai/ncp East **** llc. We had a vascular lab and bought atherectomy catheters from Medtronic. We had 10 on the shelf bought in the last 3 months from Medtronic when we closed that part of the business. We are no longer going to do those procedures and so we needed to return the catheters. ******* told me that we just had to eat those catheters they do not take them back per his sales district manager. These were all paid for by our company except the last one, there is not anyone disputing payment. The medtronic return policy is clear and you can return items for up to 90days as long as they are packaged and returned with a return label. I got return labels and returned 10 catheters expecting a 300 dollar restock fee and credit with eventual refund. The district manager has been cancelling these transactions without putting a reason on any document just unilaterally cancelling the transactions. They are not returning the items which technically then we still own. They are just not issuing a credit. I have written an email to them.

  Business response

  02/27/2024

  Hello:

  This complaint has been addressed by ****************** local and district managers, for Medtronic. ************** has advised me that her complaint has been resolved satisfactorily. 

   

  Thank You.

  Customer response

  02/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a new insulin pump with Medtronic and not a single thing about this order has been right, and no one will call or email be back to get it sorted. The first issue was the first box to arrive that was supposed to have *everything*. It did not have any of the *** sensors or transmitter, half the boxes were crushed and unusable, and the infusion sets were incorrect. When I was finally able to get ahold of someone, they told me the ***s were on backorder and would arrive the next day. The next day, the ***'s were delivered to a random address in ******. I live in *********. After finally getting ahold of someone, I was told ***'s were backordered and they would "try" to stop me from going to the back of the queue and waiting all over again.The infusion sets I was told would be sent next day. I got one of the two replacement boxes almost a week later and still with no insertion device so it is getting added to the mountain of boxes of unusable products. I also still do not have any return labels for anything, this was supposed to be an exchange. I am now attempting to get ahold of someone, anyone, to help me either set everything right so I have the $1,200+ items I paid for, or to help me return everything so I can get a pump somewhere else. This is absurd. How can a company that makes life saving products be run this poorly?

  Business response

  03/15/2024

  Please see attached PDF with the resolution to this complaint. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I requested that Medtronic fill an order for 7 day infusion sets and 7 day reservoir, the max ****** permitted by insurance. When I called to follow up the phone rep started to discuss a different pump model upgrade which has nothing to do with my earlier original request. The person also seemed confused about the order and did not read the details regarding the original request. I still do not have a resolution. The customer service is horrible and I find that nobody takes ownership to follow through with my phone orders.

  Business response

  02/27/2024

  BBB - Please see attached PDF with our reply. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Medtronic Diabetes has failed to provide the 770G insulin pump upgrade to the 780G insulin pump system even though I have completed their training and have a video from Medtronic stating the same. This process should have taken only a few weeks to complete, but I have been trying to get the promised upgrade since February 2023. I accelerated my concerns with numerous calls to Medtronic associates to no avail. While they show in their email to me that I completed their training, their system apparently shows that is not the case per their rep ******** I want Medtronic to get off its **** and get this update completed. It is a medical program I need to treat brittle diabetes, and Medtronic could not care less!

  Business response

  03/15/2024

  Please see attached PDF with our response to this complaint. 

*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. ↩