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:04/18/2023

  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.

  they sent G6 sensors not G7 sensors. 
  

   

  Also website states

   

  What is the warranty for Dexcom Continuous Glucose Monitoring (CGM) *************** standard warranty (per IFU) for your Dexcom Receiver is one year from the date of shipment/delivery. Transmitters are covered for 90 days from the date of your first insertion. Sensors are not covered by warranty, but have a specified expiration (indicating that they are good to use until a certain expiration date). Sensors are indicated for use for up to 10 day.
  If you experience issues that prevent you from using your Dexcom sensors for up to 10 days, contact our Dexcom Global Technical Support team at ************ for more information.

   

  so there is a 90 warranty 

  Business Response

  Date: 04/21/2023

  Thank you for sharing your experience with us and for taking the time to speak with a member of our leadership.  We apologize for the delay and error on the original replacement order.  While the items requested are not covered by warranty, we are glad that we were able to order the needed replacements.  The package was picked up by the carrier on 4/19/23 and expected to be delivered by 4/24/23.

  Business Response

  Date: 04/28/2023

  The final package ordered by our technical support team,which was expected to be delivered on Monday, April 24, was delivered instead on Friday, April 21, signed for by the consumer, and contained a total of three G7 sensors.

  
  The G7 system consists of a display device (app or receiver)and a sensor. There is no separate transmitter for the G7 system. The verbiage on the packaging for the G7 sensor states: To the extent allowed by applicable law, the Dexcom G7 sensor is provided to you as is and without any warranty,express or implied. 

  Customer Answer

  Date: 05/17/2023

  I never sign for anything and the only package came was G6 sensors and i do have video cameras to prove I never signed for it

• Initial Complaint

  Date:04/14/2023

  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've been waiting 3 weeks for a replacement sensor. I called and was told it was ***** Ground's fault, but the agent couldn't explain why it takes weeks to get orders or a call back. Without my sensor I can't check my bloodsugar and end up in the hospital. This is unacceptable when I spend thousands of dollars on diabetic supplies with this company!

  Business Response

  Date: 04/19/2023

  Thank you for sharing your experience with us.  We understand how stressful it can be when you dont have the supplies you need to continue using your system.  We apologize for the issues with the original order and have confirmed the subsequent order has been delivered as of 04/19/2023.  Please dont hesitate to reach out to our technical support team should you have any further concern.

• Initial Complaint

  Date:03/31/2023

  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.

  The issue has NOT been resolved. ompatible, he could send me a new sensor which does not solve ANYTHING!! He couldn't even say when this would be updated, but they would make sure to update the website that its not compatible. I am absolutely FURIOUS at the lack of compassion or seriousness this causes diabetics who rely on their VERY expensive products claimed to HELP diabetics. Its an app that should work with ALL phones. Not specific ones with specific carriers and specific android versions when their website gives misinformation! **** goes into a diabetic picking out what supplies to use to manage their care. DEXCOM IS A HUGE DISSAPOINTMENT with lots of "unfortunatelys and sorry for the inconveniences".

  Business Response

  Date: 04/20/2023

  Thank you for sharing your experience with us, and for taking the time to speak with a member of our escalations team.  We understand the how important it is to be able to use a compatible smart device with your system and are currently reviewing your concerns.  Well reach back out directly as soon as an update is available and continue to work with you to provide the best possible solution.

  Business Response

  Date: 05/24/2023

  Our escalations team spoke with the consumer on 5/12/23 and presented a solution to their concern regarding the product compatibility.  The consumer kindly confirmed the solution on 5/13/23.  We apologize for the delays in the process, but glad we were able to resolve this concern. 

• Initial Complaint

  Date:03/16/2023

  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,
  
  ***********************
  
   The company did call me, did alot of talking without really saying anything.  I wrote the complaint for others to see so they dont make the same mistake I did in buying it in the first place.  At some point the way Dexcom  works, someone is going to die. I'm no longer going to use it.  
  

  Business Response

  Date: 03/20/2023

  Thank you for sharing your experience and taking time to speak with a member of our escalations team.  We're sorry the product did not meet your expectations and want to reiterate our technical support team is available for troubleshooting and assistance with improving your system performance, should you decide to continue using the product.

• Initial Complaint

  Date:03/04/2023

  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 Dexcom for several months now and these products never work. Whenever I try to contact support via phone which I have done on several occasions they either disconnect with you or say they can't hear you...yet they hear you at first when taking your information. When you try to contact them online it also defaults and says unable to submit the information. Their products do not work and I keep trying to get them to work to no avail. I will not be purchasing these products again nor will I ever recommend them for others. These products are suppose to save lives but they do not work and are putting lives in jeopardy. If I can not read my glucose numbers due to a faulty product and they do not allow customer service interaction then these products should be pulled from circulation and the *** needs to look into this company and their faulty equipment. I am angry that my insurance keeps sending me this equipment as it never works.I have kept the multiple phone calls on my phone as proof and I am keeping copies of my online attempts to seek technical help for their inadequate products. I hope you can contact the correct entities over these issues as I have tried beyond frustration. What a waste of my money.

  Business Response

  Date: 03/11/2023

  Thank you for taking the time to speak with a member of our escalations team regarding your system performance.  We're sorry your experience of late has been a frustrating one, and we're glad we were able to order the needed replacement part and get you up and running again.  Please don't hesitate to reach out to our support team for any further assistance.

• Initial Complaint

  Date:02/24/2023

  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.

  Hello,I am ************************* and suffering from uncontrolled diabetes type 2. I tried calling patient assistance center and they informed me that they cannot help if Im type 2, but they suggested I speak to customer service which gave me hope but customer service said they are unable to help me with my high copays . I was hoping their is something that Dexcom can do to asssit me because i want to improve and not die from this situation. I would be very appreciative for any help .pleaee help

  Business Response

  Date: 03/02/2023

  Dear *******, Thank you so much for connecting with me, we will continue to work with you to see if we can assist with this issue. We greatly appreciate your feedback and value you as our Dexcom customer.

• Initial Complaint

  Date:02/18/2023

  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 am a customer of **********************. They provide continuous glucose monitoring equipment to their customers. I had three different sensors fail at startup. I called Dexcom, on 2/15/2023, at 6:45 am, and they determined that it was a problem with the transmitter. I was told they would send the transmitter and a replacement sensor to me overnight. They did not get the replacement to ***** until 2/17/2023 and since ***** does not work on weekends, I will not receive the device until sometime on 2/20/2023. This is an unacceptable way of doing business, especially for a company that supplies medical equipment.

  Business Response

  Date: 03/03/2023

  Thank you for taking the time to speak with a member of our escalations team about your experience.  We understand how critical it can be to have the right supplies when you need them, and we apologize for the delay in your shipment.  We're constantly striving to improve our customers' experience, including the shipping services we use.  Please don't hesitate to reach out with any other concerns or feedback you may have.

• Initial Complaint

  Date:01/21/2023

  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.

  I have been using Dexcom for a couple of years. All of a sudden they decide to not make my phone compatible with the Dexcom system. I have not been notified of any changes. This item cost a lot of people a lot of money. I don't think it's right that they just stop compatibility with devices when you have used them for years. I am diabetic and knowing what my sugars are are serious thing.

  Business Response

  Date: 01/27/2023

  Were sorry to hear you were impacted by the recent update to our compatibility list and understand how important it can be to have access to the app on your smart device.  Thank you for taking the time to speak with a member of our escalations team.  As promised, the matter has been referred to our App team for further review and well be in contact once they can provide additional feedback.  While we understand its not as convenient to have to carry a receiver separately, were glad we were able to provide you with this option in the interim. Please dont hesitate to reach out to our technical support team with any other concerns you may have.

• Initial Complaint

  Date:01/21/2023

  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,
  
  ***********************
  
  I spoke with the Dexcom person that contacted me. She was great and listened to my concerns. I tried to call her to give her the transmitter number that was experiencing the issue but there was no response and the voicemail was full. 

  Other than that. She was great and a great customer service from **********************.

  f them so far have hung up on me. The last time, I asked to speak to a supervisor and she hung up as well. I never had a problem with a transmitter before. Much less with Dexcom customer support. The only reason why I filed a complaint was because the support experience has been awful. I mean, the last one that hung up on me told me that its normal for transmitters to expire mid session.By the way, the first call, they did send a sensor, not a transmitter. Thats why I called back to speak to a supervisor.

  Business Response

  Date: 02/01/2023

  Were constantly striving to improve our customer experience, and feedback like yours is invaluable to that process. Thank you for sharing your experience with us, and for speaking with a member of leadership regarding your concerns.  Please feel free to reach out to our technical support team should you need further assistance in the future.