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:06/16/2025

  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 March 15th I switched over from the dexacom G6 to G7 where I received a 90day supply from my local pharmacy. Of the 9 sensors I received I only had 1 successful 10 day period where I had no issues with the sensor I depend on to keep me alive and healthy. 8 of the sensors Ive used lasted less than 10 days and have been wildly inaccurate. Today my G7 read at 40-60mmDl for several hours, I was unable to calibrate as I was out getting errands done. I started noticing muscle spasms throughout my body and eventually started vommiting before heading home today. When I returned home to calibrate my blood sugar was over 297 while my dexacom showed 62. The dexacom would not accept my calibrations after ending my last senor on only day 3 of use. Ive experienced similar issues with the other 7 sensors in my 90 day supply, either reading low or reading high causing my omnipod insulin pump to give me insulin until I experienced a dangerous hypo episode. Dexacom G7 has been nothing but a dangerous failure so far.

  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. 
  
  We understand that you have made the decision to switch back the Dexcom G6 CGM and support you in doing so.
  
  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:06/12/2025

  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.

  Canceled my subscription right after my first shipment as I had an allergic reaction to the products. Now without warning my cancelled subscription is getting another order and my card was charged again. At this point, I want the recent order cancelled, credit back to my card and a refund for my previous order that I was unable to use due to a reaction. This is around $500. They obviously still have my card on file so Id like those orders credited back asap

  Business Response

  Date: 06/16/2025

  Hello *****,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Tuesday,June 16, 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:06/11/2025

  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.

  I will not be satisfied until Dexcom confirms they are sending a replacement or refund.  All this correspondence says is that they are looking into it and will respond within 48 hours. a confirmation email saying 1-2 days for a response. This time I waited 4 business days with no response. I called back again on June 10. The representative was unable to help me and told me to wait another 1-2 days because they have no way of contacting other Dexcom employees in the "technical support" department. I had no other choice but to wait longer. On the evening of June 10, I received an automated email from Stelo/Dexcom stating that they were "unable to validate my product issue" and would not be replacing my sensor (note: I had a similar thing happen in December 2024, and my sensor was replaced by Stelo with no questions asked). I am now out about $45 due to no fault of my own. Their explaination is not only unclear/vague, but there is no way to dispute their "validation." Their customer service is terrible, especially when I'm buying their product regularly and doing it for my own health and well-being. They should not be allowed to continue deceptive practices.

  Business Response

  Date: 06/11/2025

  Hello ***,
  
  Thank you for providing feedback regarding your Stelo Glucose Biosensor on Tuesday, June 11, 2025. Rest assured that our leadership is constantly looking for ways to improve our customer service and overall product satisfaction. 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: 06/13/2025

  Hi ***,
  
  Thank you for providing additional feedback. 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,
  ********************** Support

• Initial Complaint

  Date:06/07/2025

  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.

  Dear Better Business Bureau,My name is ****** ****, and I am filing a formal complaint against Dexcom, ***** regarding repeated issues with their faulty G7 continuous glucose monitoring (CGM) sensors affecting both myself and my son, Chance *******.Over the course of May and June 2025, I have contacted Dexcom numerous times to report sensor failures. Despite providing all required serial numbers and following *********************** instructions, we have yet to receive appropriate replacements. These sensors are critical medical devices, and the lack of support from Dexcom has created significant safety *********** be clear, the sensors in question were defective not user-damaged or expired. My sons sensors showed immediate failure, including:Sensor wires protruding from the skin Excessive bleeding at the insertion site Immediate error messages prompting replacement One of my own sensors was also denied for replacement under the false claim that it was still in use, though it had been removed prior to my report. Furthermore, Dexcom refuses to waive a data upload requirement that we physically cannot fulfill due to using a receiver and not having the required equipment at home.Despite all of this, Dexcom has failed to take proper action, resolve the problem, or escalate the case appropriately. I have attached a formal letter detailing all communications and the ongoing lack of resolution.I am requesting that the BBB investigate this matter, as Dexcom has not honored its responsibility to replace clearly faulty medical devices that are essential to safe diabetes management.Thank you for your time and attention to this matter. I am happy to provide any further documentation or details upon request.Sincerely,****** ****

  Business Response

  Date: 06/12/2025

  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:06/05/2025

  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 have been using the Stelo OTC Dexcom continuous glucose meter for months. In that time, I have had several sensor faillures (which is frustrating) but in the other cases, I was able to get the faulty sensor replaced (with repeated contact and considerable effort on my part). However, this most recent failure on 5/8/2025, sensor 7975, serial number ************* failed to work from the get go. It would not pair with my smartphone and kept spinning, attempting to connect. I wore the sensor for over 24 hours and tried many times to get the sensor to work. I even reinstalled the Stelo app. Nothing worked. I reported the sensor failure, was assigned case 1-00222523 on 5/8/2025. Eventually, Stelo sent a email declining my request for replacement of the faulty sensor. Because this was totally unacceptable, I contacted the **************** chat again, explained again their sensor failure was no fault of my own. Then, I was assigned a new case number 1-00228188 on 5/13/25 which was supposedly escalated. I was promited it would take no more than 48 hours to resolve the issue. I have not received a final response or reply and have spent a lot of time and effort to just get a replacement for a failed product. A company should stand behind their products and oromptly replace the ones that fail to work.

  Business Response

  Date: 06/05/2025

  Hello *********,
  
  Thank for providing feedback regarding your Stelo Glucose Biosensor on Tuesday,June 5, 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:06/02/2025

  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.

  They have not addressed my other settlement option. What am I supposed to do with the two phones I paid for that I can't use? I can't get refunds from the sellers I bought them from because the window for that has already expired. Dexcom could reimburse me. I know they have the funds to do so. It's partly their fault I wasted money on the phones because I just assumed they would be compatible with the G7 app and they weren't. I am on fixed income and can't afford to be just throwing money away like that. Yes,I know I could just use the meter they make for the CGMs,but I don't want to do that. I like using the phone app;it's more convenient. If they won't reimburse me for both phones,then at least reimburse me for onehe G7 app because of...reasons. Dexcom is really making this harder than it should be. Instead of hardware or whatever stupid reasons they are using to establish compatibility,they should just change the app so that compatibility is determined by ** version. I am really getting tired of paying out money for phones I can't use because they keep pushing out more resource-heavy versions of their app that keep reducing the number of phones that will actually handle it. Stop messing with the app so much;they're just making it worse,not better.

  Customer Answer

  Date: 06/23/2025

  
  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.
  
  Regards,
  
  ***** ****
  
   
  

  Business Response

  Date: 06/09/2025

  Hello *****,

  Thank you for sharing your experience with us. We are sorry to hear of the challenges you have experienced with the Dexcom product.  .  A member of our escalations attempted to make contact today, 6/9/25, regarding your concerns.  Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product. 
  
  We consistently evaluate possible support for all newly introduced phones. At Dexcom, we conduct extensive testing on Android/iOS and smart devices that we intend to support once they become available to the public. This process may require several months to ensure thorough examination and updates. As Dexcom's medical device and app are subject to Federal regulation, it is imperative to test phone models and operating systems before they can be utilized. Currently, we offer support for widely used devices and remain committed to responsibly evaluating and testing various hardware and software configurations across different cellular providers.
  
  Thanks,
  
  *******

  Business Response

  Date: 06/12/2025

  Hello *****,
  
  Thank you again for sharing your feedback with us.  We apologize that you purchased phones that are not compatible with the Dexcom app.  As you made mention in your first complaint,  Dexcom created a website that lists all of the various smart devises that are compatible with Dexcom app as well as the operating system requirements.  The address for this list is ****************************************************
  
  Unfortunately,  we are unable to reimburse you for the two phones that you have purchased.
  
  Thank you,
  
  Richard 

• Initial Complaint

  Date:05/30/2025

  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.

  Hi,Stelo charged for a months product subscription which I did not approve or authorize and did not contact me prior. Then they delivered to the wrong address.I never received the product, I dont want the product and they will not refund my money.Please help refund my money

  Business Response

  Date: 05/30/2025

  Hello *****, 

  Thank you for contacting us. A response 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:05/30/2025

  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.

  Junk. A lot of bad sensors that they refuse to replace. I have 2 more bad sensors, filed multiple cases, two of which were closed with no explanation and the rest just ignored with no response for over a month now. first bad sensor: 453877727157 second bad sensor: ************ Cases open on these, some of which were closed without any reason / justification and the rest were just ingored or 'ghosted' and its been a month now. I've contacted their customer service chat mulitple times and filed my complaint on their facbook social media page as well: Case ID ********** 5/8/2025 Case ID ********** 5/9/2025 Case ID ********** 5/9/2025 Case ID ********** 5/9/2025 Case ID ********** 5/9/2025

  Business Response

  Date: 05/30/2025

  Hello ********,
  
  Thank for providing additional feedback regarding your Stelo Glucose Biosensor on Friday, May 30, 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:05/29/2025

  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,
  
  **** *******
  
   
  fully appreciated. I have sent the above to **** *****, COO of Dexcom, **** 3 times & have never received a response from him or anyone else.

  Business Response

  Date: 06/04/2025

  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 made contact today, 5/16/24,regarding your concerns.  We discussed possible cause for the issues you reported as best practices to ensure the highest level of success.  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:05/28/2025

  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.

  Dexcom Inc. has made it impossible to speak to someone in their corporate office about their products. I have a major issue with the functionality of their G7 CGM and I can only speak to customer support in the ***********. When I ask to be transfered to a manager, I am told they are not able to do it. The G7 is a faulty product. It is supposed to work for 11 days before replacement and I am lucky if the product last 5 days. This requires me to then call and sit on hold and then speak to customer service about replacement units so I can have a full months supply. This has become a burden on me and my family and I am sick of it. I'd like to talk to someone at Dexcom about my issue but they have made it impossible by creating a barrier between the company and their customers with a call center. It is unethical and I'd like to get the emails and addresses of the people in charge so i can voice my concerns with their product.

  Business Response

  Date: 05/29/2025

  Hello ******,

  Thank you for sharing your experience with us.  A member of our escalations team attempted to contacted you today, 5/29/25,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.  Please reach out to our technical support team at the number provide on our voicemail so that we provided.  We are available 24 hours a day for your convenience.
  
  Thanks,
  
  *******