Complaints

This profile includes complaints for Abbott Laboratories's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Abbott Laboratories

  100 Abbott Park Rd Abbott Park, IL 60064-3500

• 

  Abbott Laboratories

  6501 Weston Pkwy Ste 370 Cary, NC 27513-2312

• 

  Abbott Laboratories

  2400 Walden Ave Buffalo, NY 14225-4745

• 

  Abbott Laboratories

  6300 Bee Cave Road Austin, TX 78746

• 

  Abbott Laboratories

  10 Southgate Rd Scarborough, ME 04074-8303

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:07/02/2024

  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 have purchased multiple FreeStyle Libre 3 sensors that prematurely stopped working as well as the replacements. Most within the 1st 24 hours of being applied. I have a total of 8 sensors that ********* refuses to replace and told me the can't nor will they replace their defective product. I did replacement requests still have the defective products and paid $40 for each. After being transferred 3 times a representative named ****** told me i needed to reach my insurance and/or health care provider. I no longer want their product but at $40/ each i want a refund. ****** was very rude. I'm type 1 diabetic for 38 years and am unaware of low bld sugars even with adjustments and changes my endocrinologist made! I went out of state and my sensor stopped working with 5 days remaining picked up another and it stopped working in less than 24 hrs, i replaced that 1 when i returned home Sunday 6/30 and it stopped working .At this point i want to be reimbursed for this defective and horrible product!! 8$40=$320.00 w/ insurance DO NOT USE THIS PRODUCT... **************** is horrible as well

  Business Response

  Date: 08/13/2024

  In reference to complaint #********, call attempts were made on 30JUL2024, 31JUL2024, and 01AUG2024, but our **************** team was unable to get a hold of the customer to further discuss their complaint. The customer has yet to back reach out to our **************** team.

  
  

  Regards,
  FreeStyle ************* Team

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 21935089
  
  I am rejecting this response because: I NEVER received a phone call nor was a voice message left or received to return a call to their customer service. I work until ****** daily and while working if a call is missed I definitely return said calls. As I previously stated there weren't any calls received by Abbott nor was a voice message left or received. Abbott could have also emailed me as they have done previously.
  
  Sincerely,
  
  Taonica *****

  Business Response

  Date: 08/30/2024

  Abbott Diabetes Care **************** has reviewed the provided customer details and have determined the customer is not eligible for the additional service requested. Abbott Diabetes Care **************** has already provided the customer with all eligible product warranty services and educated the customer on ADC's policies on *********.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 21935089
  
  I am rejecting this response because: I have attached the emails I had with ******* from Abbott and just as ****** did ******* also told me there wasn't anything they could do. The last time I purchased this product was June 29th, I spoke with ****** from Abbott on July 2nd and contacted the BBB about it. I wasn't contacted by Abbott until several weeks later and they requested receipts but rejected them because they weren't within ******************************************************** and find something else. I no longer use their product but I deserve my money back for the 9 sensors I still have that I made a request to be replaced and they refused and then refused to compensate me for their faulty product. This isn't a product I buy because I want t it was a necessary to my life prescribed by my endocrinologist. I am a Type I diabetic since age 10 and became unaware and didn't have signs or symptoms of  hypoglycemia (low blood sugar) until becoming or almost becoming unconscious and they provide an affordable product but showed me I didn't matter nor  my condition; my life and this illness is NOT a game!

  Abbott NEVER provided anything to me about their policies etc as you can see in the attached emails. No explanation was ever given as to why their product doesn't work for me. As I stated Abbott did have issues with Android users and several months ago sent an email stating the issue was corrected and that is when I really started having problems. In 1 weekend 3 sensors stopped working 2 in less than 12 hours but the issue is me. I also emailed about a coworker who had the same thing happen but the issue started happening with me more often than not so I upgraded to a new phone same issues.

  Sincerely,
  
  Taonica *****

  Business Response

  Date: 09/10/2024

  Abbott Diabetes Care **************** has been very generous with the customer regarding warranty replacement products, but the customer's request has become very excessive and has exhausted Abbott Diabetes Care warranty policy. Additionally, refunds are for verifiable and unused ADC products with verifiable proof of purchase within a specified timeframe. The customer was unable to meet either requirement for Abbott Diabetes Care **************** to proceed with their request. 

• Initial Complaint

  Date:07/02/2024

  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.

  I have been using the freestyle Libre 2 (FS2) by Abbott for over 2 yrs, had a few problems with it, wasn't enough for me to worry about.I started using FS3 last year, initially noticed that 1. it can't be calibrated, 2. It doesn't stay on for the entire 14days as advertised, 3. and biggest issue was the fact the the readings are inaccurate. I am diabetic, and before I switched to FS 3, my A1c was 6. After I switched it, started to climb until it was 7. I got a lot of low blood sugar alerts & would have to take glucose pills to bring it back up. The last 3 months, I started to monitor it, every time I got a low blood sugar alert, I'd use a fingerstick and found out that while FS3 had me on 55, fingerstick reading would be 100. I started confirming FS3 readings with fingerstick and it was always off, last week at my doctor did a finger stick and my reading was 117 while FS3 said it was 97. This morning after a sleepless night with low glucose alarm going off all night, I did a finger stick, reading was 146, while FS3was 53.I call Kroger pharmacy, ******* and asked if I could return them because I had a 90day supply, explained what had been happening to me and told them and have my doctor ********* FS2, they said I had to contact the manufacturer.I called the Manufacturer's customer support number, explained what happened to me, and again asked for replacements. She transferred me to a reading specialist. explained to the gentleman who took the call what had happened to me, and that I wanted them replaced with FS2 or barring that a refund. He said I had to use them. I explained that they were not working as advertised, and were basically useless in helping me control my diabetes, he said I had to use them. I asked what was the point of having a CGM if I have to stick my finger numerous times a day, he kept insisting I had to use them, so I hung up on him as the conversation was going nowhere. I no longer want replacements and will try a different type of CGM.

  Business Response

  Date: 08/13/2024

  Regarding complaint #********, our **************** team spoke with the customer on ********* where additional complaint details were gathered. The customer mentioned dissatisfaction with a specific ADC product which has been documented for further review. At this time, the customer mentioned that they plan to revert to another ADC product they have used in the past and had no further requests.

  
  

  Regards,

  FreeStyle Customer Care Team

  Customer Answer

  Date: 08/15/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/30/2024

  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.

  I just received the patch and it will not connect with the app or the monitor I had to purchase.I want to use the device but can not.

  Business Response

  Date: 07/30/2024

  In reference to complaint #******** has reached out directly to our **************** for support regarding this matter.

  
  

  The customer's complaint has been appropriately addressed and documented. The customer was issued an eligible replacement product per warranty policy on 04JUL2024 and per the tracking details, the replacement was successfully delivered as of 06JUL2024. 

  
  

  Regards,

  FreeStyle ************* Team

  
  

• Initial Complaint

  Date:06/29/2024

  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.

  I have three simple, but important questions about my Libre 3 reader that Abbot customer service has failed to answer even after numerous calls made. My questions are as follows: (1) What does the "Time Sensor is Active" percentage mean, specifically? (2) Why does the blood glucose reading not update while the screen is on - unless I exit to the main menu and tap "view glucose"? (3) **My most important question** I had noticed that while out hiking, the reader automatically created a logbook entry for "exercise." HOW DID THE READER DETECT EXERCISE? I called support to ask this very question. They confirmed that it does detect exercise, but did not tell me how. Why is this "feature" not mentioned in the manual even once? What other sensors is this thing equipped with, and what data is it reporting without my knowledge/consent? Abbott is making a strong case for my return to the Dexcom G7.

  Business Response

  Date: 08/01/2024

  In reference to BBB Complaint #********, our **************** team was able to connect with the customer on ********* to address the customer's questions and concerns. Our **************** team was also able to confirm with the customer that their current products are working as intended and expected and therefore did not have any further concerns at this time. 
  
  Regards,
  FreeStyle ************* Team

• Initial Complaint

  Date:06/28/2024

  Type:Sales and Advertising 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.

  I use the Freestyle Libre 2 sensor to monitor my blood sugar (I'm a type 1 diabetic). I've had multiple sensors fail for no apparent reason. I've had 3 of them fail in less than 1 month. I put the sensor on and wait the required 1 hour. Then scan it and get a message "try again in 10 minutes." Then after waiting 10 minutes I get the same message again. After going thru this repeatedly 3-5 times I get a message saying "start a new sensor." I've also had some work fine for a few days or even just a few hours and then they fail. My insurance covers some of the cost for these sensors, but I'm paying about $75 out of pocket for two sensors. When I've gone thru the steps to report it to Abbot I have to wait for them to send me a box to ship the failed sensor to them and then wait for a replacement. But I've never received an actual replacement. I'm fed up with this and will be switching to a different continuous blood glucose monitoring system who hopefully has a better product and customer service

  Customer Answer

  Date: 06/29/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/26/2024

  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.

  I was using their Freestyle 2. Over the time I used the product it gave incorrect low readings 3 different times which set off alarms. . After two of the times they sent a replacement. After the recent episode, which occurred all day June 23, I removed the device and had my doctor write a prescription for the Freestyle 3. At this point I no longer trusted the device. I called ******************** and told them about the issue. Since I pay for each device I wanted a replacement. But I wanted the replacement for my new Freestyle 3 and NOT the Freestyle 2 which I no longer use or trust. I was told by the service representative and a manager that they could only send me the old model replacement. Despite my issues with the Freestyle 2 thats all they would replace. I paid for this product and I want the replacement for the Freestyle 3 which I had to switch to.

  Business Response

  Date: 07/31/2024

  In reference to complaint #********, the customer has already reported this complaint to our **************** line and has been addressed accordingly as of 24JUN2024. 

  
  

  The customer requested a completely different replacement product than what they reported in. The customer has been informed and educated that for any approved on-market products, per regulations and Abbott warranty policies, any eligible replacement product can only be the exact same product as what was reported in by the customer.

  
  

  Regards,

  FreeStyle Customer Care Team

  
  

  
  

  ********* Lead **************** Operations, Quality US Commercial Abbott Diabetes Care *********************** Alameda, CA, 94502 O: ***************** M: ***************** ******************************************

  This communication may contain information that is proprietary, confidential, or exempt from disclosure. If you are not the intended recipient, please note that any other dissemination, distribution, use or copying of this communication is strictly prohibited. Anyone who receives this message in error should notify the sender immediately by telephone or by return e-mail and delete it from their computer.

• Initial Complaint

  Date:06/25/2024

  Type:Customer Service 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.

  I have been on FL3 since 10-22-22. I have been a Type I diabetic for 39 years. Before being switched to the 3, I was on FL2 for 2 years. Yes, *** had the occasional bad sensors, but nothing like the past 6 months. I've had 2-3 in a row not work. On 6-22-24 my sensor ended so I replaced it. Did all the steps correctly & put it in approved location. I got constant 380 error codes from 8:26pm on the 22nd until 3:56am on the 24th when my husband brought me back from a diabetic low blood sugar seizure. I had tried THREE different sensors over those hours/days, all with the same result. I fell asleep before the countdown ended & therefore didn't realize the 3rd sensor wasn't working either. Upon calling Freestyle Libre customer support helpline, they denied sending replacements stating "I've had too many replacement requests". Now I'm out $225 & have no way to get refills since the bad ones were all from a recently picked up prescription. When the sensors actually work, they're fantastic & have been life changing for my nighttime seizures. I'm infuriated that I'm being both penalized & held financially responsible for YOUR faulty product!!! I have the documentation, screenshots, **************** of everything!!! I've already contacted my Endocrinologist about switching to the Dexcom after this incident. DO BETTER FOR YOUR CUSTOMERS WHO'S LIVES DEPEND ON THESE DEVICES!!! I honestly wish I could give yall ZERO STARS!!!!

  Business Response

  Date: 06/28/2024

  Abbott Diabetes Care **************** spoke with the customer on ********* to better understand the situation by gathering additional information. After discussing the customer's complaint, ********************** **************** was able to process eligible replacement products to the customer.

• Initial Complaint

  Date:06/24/2024

  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.

  In June 2024 I was given a a freestyle libre 14 day attached glucose monitor by a medical entity to track my blood glucose levels. I have a severe colophony allergy and needed to know if the device adhesive contains colophony. The product is not labeled with adhesive ingredients, which I believe is in violation of *** regulations. After contacting the manufacturer (Abbott) at two different numbers, nobody could tell me ingredients or whether the adhesive contains colophony or its chemical derivatives. After several attempts, an Abbott representative returned my phone call and refused to give me the information. He stated that a physician must submit a formal medical inquiry before they will reveal the ingredients of the device adhesive. I believe this is a violation of the *** labeling requirements and is most certainly a consumer safety hazard. The *** has ample evidence that adhesive ingredients can cause severe allergic reaction and it is a health and safety issue. There is absolutely no way for consumers with allergies to know if these products are safe and Abbott refusing safety information to consumers is dangerous and disconcerting.

  Customer Answer

  Date: 06/28/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/22/2024

  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.

  After using an older model of Abbott Labrotory's Freestyle Libre blood glucose sensor for years, I switched to the newer FreeStyle Libre 3 sensors on 18 April 2024. They were not covered by insurance. The first Freestyle Libre 3 was defective in a couple ways, including repeatedly triggering an alarm in the wee hours of the morning. In consultation with the Abbott customer service rep, I decided to switch back to the older, more dependable model and receive a full refund of $74.99 for the defective FreeStyle Libre 3s..I was instructed to return the sensors and original receipt and provide a tracking number for the shipment, which I did immediately. Abbott opened case ******** to track the refund,Then, I heard nothing until today, 22 June 2024, when a "supervisor" called at *****, asking for a photo of the original receipt that I sent 3 months ago. Unfortunately, she didn't give an email address to send that photo.I've spent the last 2 hours calling Abbot customer service for that address to no avail, although they did give me the address for Abbott *******The last representative told me that ONLY the refund department can give me that address and THERE'S NO WAY TO CONTACT THEM by phone or email. The customer service rep said I had to wait for Abbott to phone me again, which may take another 3 months.I've uploaded here a photo of the original receipt and one of the package serial numbers.Thanks for whatever you can do to expedite this situation.

  Business Response

  Date: 08/14/2024

  Hello BBB Customer Relations,

  
  

  In reference to complaint #********, it was observed that there were some delays with verifying the customer request. As soon as all the necessary information has been gathered and confirmed, the customer's request was sent for handling by the specialist teams. On 01AUG2024, the **************** team was able to speak with the customer to confirm that their request has been resolved to their satisfaction and that there was nothing else. 

  
  

  Regards,
  FreeStyle ************* Team

• Initial Complaint

  Date:06/19/2024

  Type:Customer Service 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.

  My dog was recently diagnosed with diabetes and our vet prescribed the Freestyle libre 2 to monitor trends in his BG to regulate his condition. After many successful applications I had 2 applicators in one month jam during application, rendering the device useless. When making a call to the pharmacy for a replacement I was advised to reach out to the manufacturer for a coupon to cover the cost since their device was faulty. They are refusing to cover the cost of replacement devices because the patient is a dog.

  Business Response

  Date: 06/28/2024

  Abbott Diabetes Care **************** reached out on *********, *********, *********, and *********, but have been unsuccessful with getting a hold of the customer. Voicemails have been left to instruct the customer on how to contact ********************** ****************, but the customer has yet to reach back out.