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:06/26/2025

  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.

  
  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,
  
  **** *******
  
   
  

  Business Response

  Date: 07/01/2025

  Hello ****
  
  Thank you for sharing your experience with us.  A member of our escalations team attempted to contacted you today, 3/20/25,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.  A ticket was created to document your reported issue of a applicator deployment issue and a replacement G7 sensor has been ordered.  You will receive an email with the reference number for the stated ticket and a separate email with the ***** tracking number when your order is processed.
  
  Please do not hesitate to reach out to our technical support team for any further assistance needed.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:06/25/2025

  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 use Dexcom G7. On 6-23-2025 I put a decompress sensor on my left upper arm, the next day(6-24-2025) it stop working. I attempted to fill out the complaint form and each time I did it said call customer service in which I did. I called several times, and it was basically a recording. I only get three sensors a month and I had to use another sensor.

  Business Response

  Date: 07/01/2025

  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. A member of our escalations team attempted to contact you today, 7/1/25,regarding your concerns.  You confirmed your issue has already been resolved.  Your replacement G7 sensor will be delivered tomorrow.
  
  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:06/25/2025

  Type:Billing 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 received a bill in the mail for ****** for what appears to be rental equipment for Dexcom g6 and was sent to us last week. My son has not used the Dexcom g6 system in over a year and there is nothing that would be rental equipment anyhow. The whole system is disposable. I called the 1800 number on the bill and tried to get clarification as to what I am being charged for and at first I was forced to speak to an "AI" person that does not know anything so it transferred me to a representative who refused to help me stating that the patient is over the age of 18 and they can not give any patient information out. I am aware of the HIPPAA law however, the bill is in my name and I have a right to know what I am being charged. They will not send me the ***** release to be signed by myself for my son to know what is on the bill since it is in my name nor for him to sign for me to question the bill. I have no other options than to file a complaint for resolution because I can not seem to speak with someone who understands what to do or how to resolve the issue.

  Business Response

  Date: 07/03/2025

  Dear *******,
  
  I hope this message finds you well. Thank you for sharing your experience and concerns.
  At Dexcom, we are here to support customers with education, training, and assistance in the event of issues such as device malfunctions. However, regarding billing-related matters,we recommend reaching out directly to the supplier you previously used for the continuous glucose monitoring (CGM) system, as they handle those aspects.
  We understand how frustrating this situation must be, and we truly regret any inconvenience it may have caused.
  
  Thank you,
  Dexcom Care

• Initial Complaint

  Date:06/23/2025

  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.

  I had purchased a subscription of stelo through Dexcom. I received the first 3 months. I wanted to wait a little bit longer before the 2nd shipment as it is expensive. I did not receive a notification through my email about the 2nd shipment. I was notified through my email that the item was on order and would be shipping yesterday June 22, 2025. I cancelled what I thought was time enough and was successful. The company had already took out ****** out of my account yesterday. I called the company and they said there was nothing the company could do. This is bad for the consumer who gets screwed and I couldn't get a refund. I told them that I didn't want it and would ship it back but they turned it down.

  Business Response

  Date: 06/25/2025

  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 

• Initial Complaint

  Date:06/23/2025

  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 purchased twice a three month supply of Stelo Continuous Glucose Monitors as insurance does no pay. Stelo is made by Dexcom. I follow all guidelines when using the device to include taking extra precaution when taking a shower to have it covered to try and keep it dry. At the beginning of June, I believe it was June 4, I inserted a new monitor. On June 6 it started acting erratically, On June 7 it registered I was below a 70 reading which I never am and on June 8 the monitor stopped early and I received a message on the app this had happened. I have tried twice thru their Stelo *** to get resolution for a new monitor and once thru e-mail They advised the could not confirm my issue and thus they would not be sending a replacement monitor. I have photos of the readings from those days but have no way to send them to them as the really the only way to communicate is through the *** which is not human and does not allow for uploads or an other communication than basically yes or no answers, so I cannot provide this evidence to them. I tried through the email that they sent me but it bounced back. It is not my fault they cannot confirm my issue. By saying they cannot and not providing a replacement, they are basically calling me a liar. The photos are too big for the BBB as only 5MG are allowed although I did send one where it started acting erratically. I did not spend $82 for a monitor that failed. I request a replacement. Case Number 1-00279366

  Business Response

  Date: 06/24/2025

  Hello *****,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Tuesday,June 23, 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 you can expect to be contacted within 48 hours.
  
  Thanks,
  
  ***

• Initial Complaint

  Date:06/23/2025

  Type:Customer Service 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.

  what happens if I escalate again and they refuse then im screwed they need to change the policyHE ONLY OTHER SENSOR THAT IS IQ COMPATIBLE IM NOT A HAPPY CUSTOMER

  Business Response

  Date: 07/09/2025

  Hello *****,

  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,
  
  *******

  Business Response

  Date: 06/30/2025

  Hello *****,
  
  Thank you for sharing your experience with us. It was a pleasure speaking with you today and again we are sorry to hear of the challenge you experienced the Dexcom G7 CGM.  Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. 
  
  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,
  
  *******

• Initial Complaint

  Date:06/20/2025

  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.

  It's hard to conclude that these people are anything other than criminals. We pay over $1k every quarter for Dexcom supplies. Every quarter we have at least a half dozen G7 Sensors that fail. This has been true for over 6 years now, going back to their prior versions.They've always had an online way to report these failed sensors, but for the last year that form has been broken. Each quarter I go through the painstaking process of entering all of the details for the failure, but when you go to submit the form all it says is "Error." For a year now!After spending 20 minute filling out their forms, I then have to call. But now they are telling me that we are out of our "good will" allotment of replacements. So I buy your $1k product, it fails, and you consider it "good will" to replace it? No, I consider that the very baseline of ethics.I've now spent an hour of my time arguing with these people about replacing THEIR faulty equipment - all to no avail.

  Business Response

  Date: 06/27/2025

  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. 
  
  Our Customer Success team preformed a thorough review of the accounts in question.  The review process has confirmed that all required replacements have been provided and at this time no additional replacements are warranted.
  
  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:06/19/2025

  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.

  On June 16, 2025 I inserted and began using my Stelo CGM. It appeared to be working well for the first 2 days. It then failed on the 3rd day (6/18/25), I was getting odd readings and it would not connect to my phone via bluetooth. I contacted Stelo via a chatbot (the only option) and was prompted to fill out a product form including the serial number which I completed. I was assigned case 1-00278518. A day later I received an email from Stelo asking me to complete this product form again, however, I no longer have the Serial number because I removed the sensor from my arm and threw it away and stopped the session via the app. But, they should already have this information. If they are going to advertise their product in the way they do and charge $99 they need to back it up with reasonable customer service. There should be someone I can call to get a replacement product. These sensors should be replaced for free whenever they fail. We, as customers, are not purchasing products that do not work. It should not be legal to operate in this way. I do plan to escalate with an attorney and also find another maker of a ***. I would like a sensor replacement asap.

  Business Response

  Date: 06/20/2025

  Hello ****,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Tuesday,June 19, 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 you can expect to be contacted with 48 hours.
  
  Thanks,
  
  ***

• Initial Complaint

  Date:06/18/2025

  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.

  Purchased what I thought was a single unit to test product. Apparently they made it a subscription which is not clear on their website and sent me a second pair of glucose monitoring units. I only one of the first two since the readings were highly in accurate, I could do the same on my own by assuming that when I eat my glucose goes up. They refused to let me return the new devices.

  Business Response

  Date: 06/20/2025

  Hello,
  
  Thank you for contacting us. On the Stelo website we have three different purchasing avenues, a one time purchase, monthly subscription and a three month subscription. If you would like to cancel your subscription please do so directly in your account profile. As listed on our website: All sales are final. There are no returns or exchanges.Information will 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,
  ********************** Support

• Initial Complaint

  Date:06/17/2025

  Type:Product 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.

  Company stated iOS update was the reason for not being able to pair. They say their system is not yet compatible with the newest version of iOS that my phone is on. I am still seeking a refund for the sensors that did not pair because they cannot be reinserted.

  Business Response

  Date: 06/18/2025

  Hello Dria,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Tuesday,June 17, 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 you can expect to be contacted with 48 hours.
  
  Thanks,
  
  ***

  Business Response

  Date: 06/19/2025

  Hello Dria,
  

  
  Thank you for providing additional feedback regarding your Stelo. Our support team has reached out to assist you with your recent concerns, and a replacement option has been offered.
  
  For the updated phone and app compatibility, you can visit: **************************************************** and ******************************************************************************************************************************************************** for our refund policy.
  
  
  Thanks,

  Customer Answer

  Date: 06/27/2025

  
  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,
  
  **** ****