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:08/26/2022

  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.

  NO CALIBRATION REQUIRED. I was told a long time ago that if you take a photo of the sensor code instead of typing it in then you would never have to calibrate your dexcom, unless blood sugars seem off. The last 2 sensors ive equipped and photographed the code ive had to CALIBRATE 2x TO BEGIN each sensor, not to mention atleast one calibration being requested every day while wearing the sensor. Ive been wearing this for years, *** dealt with this company for years, never have they ever gave me a real answer as to why something is the way it is, instead they try to shut you up and give you a replacement so you can keep repeating the same process. The last person i spoke with to resolve my issues paid no attention to what MY ISSUE was, instead they followed script and asked me all of the basic questions, followed by the same basic recommendations you can find all over the internet. The company does what it does nothing more, and thats sells an overpriced medical device, no added help or support for its customers.

  Business Response

  Date: 08/30/2022

  Thank you for posting your feedback.  We understand it's frustrating when the app doesn't behave as promised, and we do consider this issue a reportable event that needs correction.  Situations like this are handled on a case-by-case basis, however.  A member of our escalations team has reached out via the contact information provided but was unable to make contact. We're happy to continue working with you to get this issue resolved.

• Initial Complaint

  Date:08/26/2022

  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 started using the Dexcom G6 continuous glucose monitoring device to better manage my disease and I use the mobile phone application because I have my phone with me 24/7. I set my notifications to my liking and was not impressed with the service, but there's not a lot to choose from on the Type 1 Diabetes medical device market. I'd say it has been monopolized by the **** but whatever. My problem started this week. The new application update now requires a "Critical Alert" set in my phone to override and do not disturb settings on my phone. NOW, this has application been going off with loud beeps in the middle of the night (1AM ****** time) waking me from my precious and much needed sleep when my Blood Sugar readings are fine, telling me I need to set critical alert settings to use the application. And now I can't access my "real time data" without engaging the Critical Alerts!!!! I want my body autonomy back and I want it now. This company should not be able to invade my life, mind, body more than I want them to. They already restrict access to long term data from the end user which I think is quite awful and shouldn't be allowed. As a Type 1 diabetic for over 20 years, I am the one that manages my chronic disease on a day to day basis. I should be able to decide what features are needed and wanted when it comes to the programs I implement for that said management. This program is expensive and necessary for health and wellness, and now it is disturbing my peace of mind, robbing me of my sleep and my body autonomy. I want them to rescind this mandatory requirement OR allow for broader notification controls by the end user. Not everyone uses this device for middle of the night alerts and this should be reflected in the settings. This mandatory requirement is terrible for those who do not want/need interruptions through their day/nights/work days/meetings/meditations/sex/any time and those who suffer from sensory overload. My peace/privacy is paramount - respect!

  Business Response

  Date: 08/30/2022

  Thank you for posting your experience and feedback on the Critical Alerts feature of the app.  We understand for some consumers the persistence of this feature may be an unwelcome and frustrating change.  Please know the app is always being updated and this feature will likely evolve over time as we work alongside Apple and the FDA.  A member of our escalations team has reached out via the contact information provided.  We will continue to work with the consumer to achieve the best possible configuration once they are available to discuss the matter.

• Initial Complaint

  Date:08/26/2022

  Type:Product 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.

  My daughter is a Type 1 diabetic with autism and early onset psychosis. Dexcom G6 is a pathetic product, that is meant to save lives.HORRIBLE design, unintuitive Un-recyclable plastic, bulky Packaging waste Unreliable and inaccurate readings But critically:The product works for 1-3 days before it needs to be replaced. It was advertised to work for 10 days!We have to call Support for a new sensor to be shipped. After it is applied, in a few days we must call again to get a replacement.This product is supposed to save lives, but it has only caused misery for me and my daughter. It is useless. In ********* we have few options to choose from under the diabetes subsidy.I was told by the Dexcom support people that the issue is a "user error!" So, after all the complaints I am seeing on the internet, the **** who makes $12 Million per year, deserves that amount of money?

  Business Response

  Date: 08/30/2022

  Thank you for sharing your experience with the G6 system.  We greatly appreciate the feedback relating to our packaging and materials; and its because of feedback like this, weve redesigned the upcoming iteration of the system to address these concerns.  Regarding your concerns with product accuracy and longevity, our Support Team at AMSL in ********* is happy to continue working with you to provide any needed replacement items and assist with further tuning the system to perform at its best.  Your complete post is also being escalated and reviewed at this time.

• Initial Complaint

  Date:08/04/2022

  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 started using the Dexcom G6 continuous glucose monitoring device to better manage my disease and I use the mobile phone application because I have my phone with me 24/7. I set my notifications to my liking and was not impressed with the service, but there's not a lot to choose from on the Type 1 Diabetes medical device market. I'd say it has been monopolized by the **** but whatever. My problem started this week. The new application update now requires a "Critical Alert" set in my phone to override and do not disturb settings on my phone. NOW, this has application been going off with loud beeps in the middle of the night (1AM ****** time) waking me from my precious and much needed sleep when my Blood Sugar readings are fine, telling me I need to set critical alert settings to use the application. And now I can't access my "real time data" without engaging the Critical Alerts!!!! I want my body autonomy back and I want it now. This company should not be able to invade my life, mind, body more than I want them to. They already restrict access to long term data from the end user which I think is quite awful and shouldn't be allowed. As a Type 1 diabetic for over 20 years, I am the one that manages my chronic disease on a day to day basis. I should be able to decide what features are needed and wanted when it comes to the programs I implement for that said management. This program is expensive and necessary for health and wellness, and now it is disturbing my peace of mind, robbing me of my sleep and my body autonomy. I want them to rescind this mandatory requirement OR allow for broader notification controls by the end user. Not everyone uses this device for middle of the night alerts and this should be reflected in the settings. This mandatory requirement is terrible for those who do not want/need interruptions through their day/nights/work days/meetings/meditations/sex/any time and those who suffer from sensory overload. My peace/privacy is paramount - respect!

  Business Response

  Date: 08/12/2022

  Thank you for sharing your feedback regarding the critical alerts update in the app, and your suggestion for including more controls over these settings.  A member of our escalations team has reached out via the contact information provided but was unable to reach the consumer.  Although we're bound by *** regulations, we are certainly happy to discuss the consumer's experience and suggestions and convey that feedback to our relevant teams.

• Initial Complaint

  Date:08/03/2022

  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 called multiple times today (8-2-22) for help on some issues I am having with my decom g6 sensor. I have never been transferred between so many agents and hung up on so many times. I cannot get my sensor to work and I have been having dangerously high blood sugars all day but I am unable to get anyone to actually answer my call to help. I called all morning and I even called late at night for their 24/7 service and I keep getting answered, transfered, and hung up on. This is completely not okay as a company when I pay over $300 a month to be able to use sensors that never seem to work for me and for a customer service line to never help me. I cannot afford to get another transmitter and sensor when they fail but I cannot get the company to be accountable for helping their patients.

  Business Response

  Date: 08/03/2022

  Thank you for sharing your experience with us!  We understand how frustrating it can be when a phone call disconnects while you're trying to get assistance with your equipment.  We're investigating the phone calls that took place to determine what went wrong and will do our best to try and prevent this going forward.  A member of our escalations team has spoken with the consumer and placed an order for the necessary replacement parts to be delivered as soon as possible.  

• Initial Complaint

  Date:08/01/2022

  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.

  My son has to have a dexcom to help manage his diabetes. He started to get severe rashes every time he would wear a dexcom that would cause him pain and irritation making it hard to use it for the complete 10 days. His rash would often even scab over putting him in even more discomfort and pain. Upon some more research we found that the reason is because dexcom switched their adhesive company and has since gotten many complaints from users who are suffering from severe allergic reactions. Yet dexcom continues to blatantly ignore the pressing issue. They think that because people depend on their product they can cut corners ultimately hurting their customers. This is a problem that needs to be fixed immediately. This is not the first time this has happened it is a reoccurring problem. Each time it happens he has to wait a month before he recovers. In which time he cant reapply the dexcom due the overwhelming pain he is in. Its something no one especially a child should have to deal with this a problem that need immediate action.

  Business Response

  Date: 08/04/2022

  Thank you for sharing this feedback with us.  We understand that as a parent,it's especially difficult seeing your child go through something of this nature.  The change that was made was specific and intentional to help resolve an issue of the product not lasting as long as intended for a significant number of consumers.  Unfortunately, it did impact a small percentage of consumers in the same way your son was impacted.  Since this has come to our attention, we've been performing internal studies to find a better solution that will work for everyone.
  

  A member of our escalations team has reached out via the contact information provided.  Please feel free to respond to discuss your concerns further.  In addition to being able to provide replacement parts as needed, we do have information and recommendations we'd like to share which we feel would greatly improve your son's experience.
  

• Initial Complaint

  Date:08/01/2022

  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 had continuing problems with dexcom first j did not know my transmitter and sensor would not interface with my new phone.I made a previous complaint and a person called explained to me what the deal was.Okay so they were going to send a new transmitter and sensor. Fine got a email with tracking that tracking did not exist said it would be here last day of the month when I was told it would be here Wed at latest here it is the 1st and nobody wants to answer phone one number is broken up the next number wants you to wait up to 30 minutes but hangs up. I'm suspecting lots of problems with this product do to the high volume of complaints I have been withoutmonitoring for two weeks tired of the lies

  Business Response

  Date: 08/02/2022

  Thank you for sharing this experience with us!  Our escalations team has spoken with the consumer on these matters and confirmed the delayed shipment is on track to arrive on 8/4/22.  Weve very sorry for the unexpected delay in the shipment and have placed an additional order for some courtesy sensors as a show of good faith.