ComplaintsforMedtronic Diabetes

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have spoken with Medtronic about a return of my supplies months ago, they had confirmed last month and have yet to reduce the balance for me to pay what I owe $64.70 versus $146.99.I spoke with a rep on the phone to return an unopened box, but she asked me to open it and send it back with a new label (she made me open it before willing to help. I call to confirm, where they received one out of the three boxes I had returned? Eventually they acknowledged that was ridiculous but they have not removed the balance due.I have spoken with three different representatives and a manager, who promised weeks ago to remove the balance due, but have yet to do so.Got a call today threatening to put the entire balance to collections (automated call). I have no other option than to reach out to the BBB as I have been promised by multiple people the this would be resolved, yet they are threatening me with collections, yet not allowing me to pay the amount I owe.I would appreciate if someone could actually follow through on reversing this charge so I can pay what I owe, as promised by numerous employees.

  Business response

  01/10/2022

  Please see attached document.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a Guardian Link 3 transmitter for my insulin pump that was faulty and stopped working. After spending hours with technical support to troubleshoot they stated that I need a new one and it was out of warranty. I had to pay for the new one that was sent on 9/27/21. Since I got the new one it never worked right. Sensors should last 7 days and I would wear one for 2-3 days and it would say change sensor. I have used two boxes of sensors (which are expensive) to try and get it to work that requires continuously poking myself which is painful.I called customer service to try and return the transmitter and they said I was 2 days past the 30 day return policy and it would need to go through a review. I waited 2 weeks and heard nothing back from them so I called again and they said it was denied. Its now been over a month that I do not have a working device. I have been a customer of ********************** for over 20 years. It is not my job to continuously spend countless hours on the phone with them to troubleshoot their faulty devices. I have spent tens of thousands of dollars with this company over the years and to have this much trouble trying to return something that does not work is horrible. I have spent hours trying to get this resolved with no success. I still have a non-working device. To be treated this way by a company whose service impacts the lives of its customers is shameful.

  Business response

  01/04/2022

  Please see attached document.

  Customer response

  01/04/2022

  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

  12/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was given the new Minimed 770G insulin pump as a replacement/upgrade from the 670G in January of 2021. I have had nothing but issues with it. Mainly the sensors that are supposed to help the pump make auto adjustments to keep your blood sugars in range. I have called Medtronics more times than I care to count on this issue with the sensors. They are reading anywhere from 60- 200 pts off what my blood sugar actually is. I was told by a Medtronic tech support person to try a different brand sensor/transmitter after getting a second transmitter after having to pretty much beg for it. The other brand of sensor does NOT work with Medtronic pumps. The only that works is the Medtronic one. The sensors take over on warranty from the old one and so does the pump. Transmitters have only a one year warranty. I have spoke to ********, ***** and another lead tech support person. who consistently tell me its the transmitter, ( I have had two transmitters with this pump) , then I was told I wasn't doing what I needed to to when it asked for blood glucose. So I did EXACTLY what I was told for over a month. I still was having blood sugar readings that are almost 200 points off.. I was told that its my doctor, they need to make adjustments by ***** on Dec 8,2021. Which has nothing to do with the sensor/transmitters not working properly. On October 30,2021, on my wedding day, my pump said I was 264 and I did not feel good so I checked my blood sugar and I was only 54. I could have given myself more insulin with this reading and ended up in a coma or even dead. I have been asking for months to return the pump to get a Tandem Pump and Medtronics refuses to take it back. It has a 30 day exchange timeline. AS well as everything else they have. ( pump supplies, etc) I feel I have done everything they want me to do, my doctor. ************** even says she doesn't think this pump is working for me, and they will NOT take it back. My health is in jeopardy with this pump.

  Business response

  01/05/2022

  Please see attached document. 

• Initial Complaint

  11/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a continuation to the same old problem with this worthless company!I have emailed and even emailed the person from my last BBB Complaint # ******** to no avail. I stated that if I received one more phone call from this company I would complain again.So, here we are!I keep getting phone calls about a **** owing, which I owe nothing as my insurance will pay if these morons would just rebill!I have already stated that I am at my **** end with Medronic. The next thing I will be doing is suing them for all the aggravation they cause!

  Business response

  12/08/2021

  Please see attached document. 

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm a Type I insulin dependent Diabetic patient . I've use Medtronic products for about 4 years now. My infusion sets were not working. It comes a package of 10 sets. I tried five, they were faulty. So opened another box and they worked fine. I called the returns department on 11/08/2021 and they said they they could give me a refund. They are just replacing the defective sets, but I think the whole box is defective. I am changing pumps in December so I just need the refund. When 5/10 infusion sets are not working and I tried them all. It was very painful. Something's wrong with the lot. They returns person told me that it had been more than thirty days so they could not give me a refund. But I ordered three boxes!! I can't go through three boxes in 30 days!!! Medtronic has a lot of issue going on with there 670G pump therefore the massive recall. The lot is MiniMed Mio *******

  Business response

  12/06/2021

  Please see attached document. 

• Initial Complaint

  10/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Requests for any type of product technical support take hours to be appropriately addressed by representatives, if they are addressed at all. Medtronic representatives continually repeat the same information over again rather than attempting to resolve the issues at hand. I have provided my complaint of a glucose sensor that did not function as intended, requested replacement of that sensor, provided information regarding how condition occurred, steps taken to resolve up to the time I called Medtronic technical support. I am well aware of the reasons for the issues, because I have problems with their sensors continually malfunctioning and it is not user error. Sensor needs replaced and replaced timely. I don't need to hear for an hour or more the continual rambling by the Medtronic representative of why sensors don't function or what I am doing wrong. I simply need a sensor replaced!!!

  Business response

  11/19/2021

  Please see attached document. 

• Initial Complaint

  10/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/14 I called Medtronic about sensors to be used with my insulin pump and the fact my insurance does not cover them, I was told there is a program that I could qualify for and get the sensors for $60 per mth, they were going to confirm my insurance would not pay which they know they do not, and get back to me, instead they shipped the sensors and are charging my insurance who will not pay for these and neither will I. I did not agree to this shipment or to pay more than $60 for a one month supply

  Business response

  11/30/2021

   

   

  RE:  Consumer Complaint # ********

   

  Dear Ms. *****

   

  We are in receipt of consumer complaint ******** submitted to your office on 10/20/21. Medtronic values the relationship with each of our customers, and we greatly appreciate the opportunity to respond to and resolve this concern. 

   

  To summarize, the complainant expressed concern with not being qualified for the discount program due to insurance coverage on sensors.

   

  We reviewed the complainant’s account and attempted to contact her regarding this concern on 11/17, 11/18, and 11/19/21 without success.  Because Ms. ***** is being covered through Aetna insurance for her sensors, she does not qualify for the discount program, which is provided to those patients who have no coverage for sensors. However, we do offer financial assistance, upon qualification, for the patients who are having financial hardships paying their out-of-pocket portion, which Ms. ***** may apply for. 

   

  We apologize for any and all customer service issues this complainant may have experienced as this is not reflective of our expected service levels. She was provided direct contact information for an internal representative to assist him with any future issues. 

   

  Should you require additional information on the above issue, please do not hesitate to contact me directly by phone at (***)******* x***** or e-mail at RS.***********@*********.com. Thank you again for the opportunity to respond to this concern.

   

  Always By Your Side,

    **** ************

  Customer Support Center / Executive Response Team

  Medtronic

  Diabetes

  ***** ******** ***** * *** ******** ** ***** | USA

  Office ***.******** | Fax ***.***.****

• Initial Complaint

  10/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a Medtronic Minimed 670g insulin pump a few years ago. I stopped using my pump shortly after I received it because I was having complications with it that were hospitalizing me. There ended up being a recall on the pump. I was told I could not return the pump because there was only a 30 day return policy and that I could have called to get a replacement pump. I asked them why I would have wanted a replacement pump from a company that already had a recall on their pumps. I have tried calling Medtronic in the past to ask them to remove the debt I currently have through them and the debt collector before I tried to have it resolved through BBB. I would simply like to return the recalled pump and have the debt wiped off of my credit report.

  Business response

  11/04/2021

  Please see attached document. 

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mini med 670G insulin pump from Medtronic in March of 2020. I was not given formal/ the entire training because of Covid. I eventually received the proper training in July of 2020. At that time I tried to return the pump within 2 weeks of use. I was told no because it had been purchased even though they hadnt trained me more than 30 days ago. Recently last week this pump broke. Each day I call for a replacement and I am told that it will arrive tomorrow. Its been a week and when I call today Im told they arent sure when it will arrive. Im pregnant, a pump is absolutely vital to the survival at this point. I want a new pump or if it is not possible to honor the warranty, I want a refund to be able to purchase from a company that can supply me with the life saving medical equipment I require.

  Business response

  10/26/2021

  Please see attached document. 

• Initial Complaint

  10/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I upgraded my insulin pump in February 2021. I have had several issues with their new 770G system and the **** 1. It doesnt hold a battery charge. 2. The *** is not accurate especially when it comes to low blood sugars. 3. The system repeatedly asks you to calibrate or enter a blood sugar reading, when it is supposed to do this itself with calibration 3-4 times daily. 4. I spend more time out of auto mode then in, this was a selling point of this system was the auto mode closed looped system. 5. The glucose meter does not send the blood sugar reading to the pump unless you stand right next to it. System is very needy and overall not a good product.

  Business response

  10/25/2021

  Please see attached document. 

  Customer response

  10/25/2021

  Complaint: 15994072
  
  I am rejecting this response because:

  
  

  Their response is incorrect as I did speak with ************ directly on Tuesday, October 19, 2021 at 4:31 for 9 minutes. She asked what my concerns were and I told her about the pump and sensor working properly and not as advertised, and my issues regarding the pump and sensor as were in my original email. She told me that she had discussed these issues with the President of the company and unfortunately they were not able to do anything about my issues and that I was not authorized to return my pump and sensor as they have a 30 day return policy and I was out of that window. We discussed their lack of ability to stand behind a product that keeps people alive and their return policy is not able to be implemented because whenever you call customer ***********************, they blame it on the user rather than their product. After back and forth with customer *********************** after trying several of their "suggestions", you are out of the 30 day return period. I have used their products for many years and am a registered nurse who is not new to insulin pumps or continuous glucose monitors. When it was brought to her attention the issues with the pump and sensor being defective and not working as advertised, she had no response other than I could not return the product as I was out of the 30 day return period and this would be an unauthorized return. I fully intend to return both of the products and intend to call my insurance company and let them know that I did so. 
  
  

  
  

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

  Business response

  10/26/2021

  Please see attached document.

  Customer response

  10/26/2021

  Complaint: 15994072
  
  I am rejecting this response because: It is unacceptable to not be able to return a faulty medical device. The company does not stand behind their product and is putting the lives in danger of any consumer that is using their products. 
  
  Regards,
  
  ***********************

*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. ↩