Business Profile

Pharmaceutical Manufacturer

Abbott Laboratories

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

207 total complaints in the last 3 years.
104 complaints closed in the last 12 months.

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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:03/29/2024
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.
free style libre glucose reader.high amount of defective sensons.lack of english speaking personnel to resolve problem enormous effort required to resolve issues and can take up 1.5 hours of telephone time to resolve issues.iss
Business Response
Date: 04/09/2024
Abbott Diabetes Care **************** reached out and was able to speak with the customer on ********* where more details were gathered regarding the customer's concerns to further investigate and determine potential future product improvements.
Initial Complaint
Date:03/29/2024
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.
Hello- I tried to contact Abbot but could not get any assistance. My reason for reaching out if two fold. Back on or about 1/31/24 I picked up two Freestyle Libre 2 and brought it to the vet to place it on my dog with diabetes. After about an hour of being home the sensor started working, about 2 days later the low sugar alarm went off so I gave him corn syrup per the vets instructions. Over the weekend the alarm was going off non stop and I was unable to turn off the low sugar alarm. So we went to the vet on Monday and after blood work my dogs glucose level was over 500 which made no sense. Come to find the sensor was faulty and I almost killed my dog. So they put the other sensor on him and about three days later I got an error saying the sensor was bad and needs to be replaced. Fast forward to today when I brought the new sensor in and after getting home I went to scan him and got another error message to replace the sensor. I contacted ******* to advise them the past two dual pack sensors 3 of them 4 have been bad. Besides the fact that a human using the]is could die I almost killed my dog because of the sensor errors not to mention I have spent about $500 to date purchasing the sensors, having them placed on, getting insulin, specialty food and all the blood work just since January 31st and my dog could have died. I now have to start at the beginning to try to get my dog back within range. I would appreciate someone reaching out to me to discuss because this is wrong and so any levels. Thank you, ********************* - ************ *********************
Business Response
Date: 04/16/2024
Abbott Diabetes Care **************** spoke with the customer on ********* to explain the product's intended and approved usages. Abbott Diabetes Care **************** also explained that if an ADC product was not used as intended, standard Abbott Diabetes Care warranty for the product would be voided. The customer did not wish to further discuss and ended the call before alternative resolutions can be determined.
Initial Complaint
Date:03/23/2024
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 am a blind person. I rely on the *** strips for the Abbott Libre 2 product to monitor my blood sugar. The software related to this product that installs on your phone is completely unreliable. My first issue with the software is the information provided on the screen is not tagged properly. Fields that appear and should be read by my screen reader or either ignored or not recorded in any sort of log making it impossible to determine specifically the trending arrow and what the alert is for low and high blood sugars. Also, there are settings that claim to suppress those alerts which are completely false. Trying to silence them or set them to vibrate does nothing. Taking into account the fact that this software is installed on a phone, it makes it impossible to call to report a health issue because the alarm interferes with the use of the product as a phone. Also, the frequency which the alarms come up doesn't take into account any adjustment made when reading the alert thus causing a potential to overdose on your insulin! I have called support repeatedly and tried to express my concerns to no avail in summary the trending hour needs to be labeled, alerts need to be labeled and the alarms themselves need to be silenced or at a minimum acknowledged enabling you to use your device without interruption
Business Response
Date: 04/16/2024
Abbott Diabetes Care **************** reached out and spoke to the customer on ********* to gather additional information regarding the customer's complaint. The customer provided various product functionality suggestions that they feel would improve their experience which the *** product which Abbott Diabetes Care **************** has logged for review for potential future product improvements.
Initial Complaint
Date:03/22/2024
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.
FTC Report Number ********* The fraud comes from the Freestyle Libre reader, a Continuous Glucose Monitor (CGM) system that involves a sensor implanted in the body and a reader (or a phone app) that collects data from the sensor. The point of the device is to allow diabetics to respond quickly to emergency events (like severe hypoglycemia or hyperglycemia, both of which can be fatal) and to collect data regarding blood glucose levels over the long term. These products break CONSTANTLY. When I started using the sensors, I'd get eight of them on a prescription fill, and generally only about 50% would work for the full two weeks. I also use the external reader (because I don't want to share all my medical data on my smartphone). When they products break, they cannot be returned to the pharmacy, and insurance will not pay for new ones. You must contact Abbott directly so they can do 'troubleshooting'--a process that requires reading all the serial numbers of the devices, writing them down/emailing them, describing all of the circumstances in which the device broke, waiting sometimes for weeks to receive replacements, and then shipping the broken products back to the company. I have spent HOURS on the phone with Abbott at this point, just to replace their faulty product that I need to prevent potentially dangerous (and deadly) outcomes. Talking to other users online has confirmed that this is a consistent problem. Additionally, the sensors adhere tightly to the skin. This is good in most cases, but when you need to replace a broken sensor after it's only been stuck in you a few days, it results in severe bruising because the adhesive is meant to last through showers and daily life for two weeks. This product was not ready for market, and now Abbott has patients PAYING THEM to do all their research and development for them.
Business Response
Date: 04/16/2024
Abbott Diabetes Care **************** reached out on *********, *********, and ********* to follow up on the customer's concern, but was unable to get a hold of the customer. ********************** **************** have left voicemail messages with each call attempt with contact directions to advise the customer to reach out, but have yet to hear back from the customer.
Initial Complaint
Date:03/15/2024
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.
Glucerna/Abbott has created a website for Glucerna rebates. I have purchased multiple 6-packs of Glucerna products since discovering Glucerna very recently. I have sent Glucerna/Abbott proof of two of these, in accordance with their rebate program. Glucerna is not cooperating, and they aren't sending me the rebate that they owe me in accordance with their advertisement or webpage offers. After I did one purchase, and sent them a receipt, one of their claims was that what I sent was "not a receipt image" which is not logic fit for decent people on planet Earth. I expressed my dissatisfaction to ******** and called them "unkind".Then, I did ANOTHER Glucerna purchase, and sent them the receipt for this too. They said they would get back to me in 48 hours. They have not. They owe me two rebates. As someone satisfied with the product, Abbott's actions have led me to even suspect that might even be misrepresenting the ingredients in their product, if they're willing to troll me this much over a rebate.
Business Response
Date: 04/01/2024
Dear ***********************,

We understand the concern regarding the Glucerna Buy a Pack, Get Paid Back Rebate, and deeply regret any frustration this has caused.

Our rebate administrator provided the following details, which we hope you will find helpful:
The registration process was completed under the email address associated with your PayPal account, not the email address provided in your concern.
A total of three receipt images were uploaded, and two were confirmed as valid.
Two valid receipts were completed under the email address provided in your concern.
One invalid receipt was completed under the email associated with your registration and PayPal account.
This image included your Amazon order details, which was not accepted. Only delivery and shipping confirmations are acceptable receipts for online orders.

The rebate administrator has since linked the email accounts and one rebate was manually processed in the amount of $12.84, which has been sent to your PayPal account. Unfortunately, the second rebate request will not be processed, as the Official Terms and Conditions state: The following limits apply: a) 1 Reward per household for the entire Program Period; and b) five thousand (*****) Rewards in total. You are welcome to view the terms here: **********************.

Should you have any additional questions or concerns, you are welcome to call the Glucerna Consumer Relations team at ************, Monday-Friday from 8:30am-5:00pm, ET.

Sincerely,

Consumer Relations
Abbott
Customer Answer
Date: 04/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I received the rebate, so this complaint can be dismissed.

Sincerely,

***********************
Initial Complaint
Date:03/05/2024
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 bought teh freestyle libre 3 and the andoid application keeps waking me up at night because i cannot disable or change the limit on their URGENT alarm , it triggers under 55mg/dl but my real tester says 70 ... so i need to SLEEP ... please find a way to disable the alarm even in Do Not Disturb
Business Response
Date: 03/18/2024
Abbott Diabetes Care **************** got a hold of the customer on ********* to explain product functionalities, but the customer did not wish to discuss further on that topic. Additional attempts were made to determine if there were any other concerns from the customer, but the call dropped before all necessary information could be gathered. Abbott Diabetes Care **************** called the customer back and was only able to leave a voicemail advising the customer to return the call when able.
Customer Answer
Date: 03/18/2024

Complaint: 21387620

I am rejecting this response because: After 4 days the senson was showing average numbers even though i ate bread, rice, i ran 15 miles , one time i ate a candy bar , and it bare spiked a little bit.-2- Also at night it wakes me up at least TWICE A NIGHT with Low Under 50 Alarm" which is never under 50. -3- The app is Turning ON my Do Not Disturb during the day and i missed important meetings

Sincerely,

*****************
Business Response
Date: 04/03/2024
Regarding complaint ********, per the initial call with the customer on ********* to address their complaint, the customer was not willing to provide additional information to our specialist, so it was not possible to determine any potential resolution nor provide applicable recommendations regarding their BBB complaint. Further attempts to assist, but the customer remains abrasive and uncooperative, then starts reporting new complaint. The call dropped from the customer's side mid-conversation and the call back attempt to get a hold of the customer was unsuccessful, but contact directions and information was left on the customer's voicemail inbox.

The customer did not reach out to ********************** until ********* and the customer was provided appropriate assistance along with an eligible replacement product per warranty coverage. Please let us know if there is anything else that is needed to address this customer's complaint.

Regards,
Su
Customer Answer
Date: 04/03/2024

Complaint: 21387620

I am rejecting this response because: Their app wakes me up at night and there is no way to turn ONE of the alarms off. DURING THE *** it turns ON the Do NOt Disturb and i missed phone calls. The sensor just works for 4-5 days and after that it barely registers anything

Sincerely,

*****************
Business Response
Date: 04/16/2024
Abbott Diabetes Care **************** has made multiple attempts to explain the currently available and approved product functionalities and how regulatory requirements may limit certain product functionalities from being modified, but customer remains unsatisfied and requesting for functions that are not available.
Initial Complaint
Date:03/03/2024
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.
On Monday Feb12, 2024 I purchased 2 Freestyle Libre 3 sensors. The sensors did not connect with my ******* Note 10. I called Cs and it was replaced. I tried the 2nd sensor and the same thing happened; it did not connect with my phone which is compatible. I again complained via online but they refused to replace it. When I received the replacement, it did not work as well. The sensors no longer work with my phone, and I no longer want a replacement I want a refund.
Business Response
Date: 03/18/2024
Abbott Diabetes Care **************** corresponded with the customer on ********* and was able to process eligible replacement products via warranty. Abbott Diabetes Care **************** followed up with the customer on ********* and was able to confirm that customer has successfully received their products.
Initial Complaint
Date:03/03/2024
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.
HELLO PLEASE I NEED YOUR HELP IM WRITTING IN CONCERN TO MY SUBMISION OF GLUCERNA REBATE WHICH IS REJECTED AFTER VARIOUS ATTEMPTS OF SENDING THE RECEIPT WHICH ALWAYS THE ANSWER WAS NO RECEIPT IMAGE THEN WHEN I WROTE TO *********************** THEY TOLD ME THAT BECAUSE I LIVE IN *********** IM NOT ELEGIBLE FOR THIS REBATE IM FEELING DISCRIMINATED BECAUSE WE ARE PART OF ************* AND WHY YOU TREAT ** DIFFERENT I LOOSE MY TIME AND MY EFFORT DOING THIS AND THE ANSWER WILL BE NO, I TRUST IN GLUCERNA FOR MANY YEARS AND I DIDNT EXPECT THIS I HOPE YOU CAN HONOR THIS ***** REBATE THANK YOU
Business Response
Date: 03/04/2024
Dear ***************************,

We understand the concern, and deeply regret any frustration this has caused. The Glucerna Buy a Pack, Get Paid Back Rebate is only open to legal residents of the 50 states in ***************** and ************************ who are 18 years of age or older at the time of participation. The Official Terms and Conditions state the eligibility requirements, which can be reviewed here: **********************. However, for the inconvenience, we have requested a coupon to replace the Glucerna product you previously purchased, which should arrive in the next 7-10 business days via ** mail. Please note accepting the coupon is always left up to retailer discretion, so we recommend checking with the store manager to learn more about their coupon redemption policy.

Should you have any additional questions or concerns regarding Glucerna, you are welcome to call Consumer Relations at ************, Monday-Friday from 8:30am-5:00pm, ET.

Sincerely,

Consumer Relations
Abbott
Customer Answer
Date: 03/05/2024

Complaint: 21377874

I am rejecting this response because: I just want to be treated equally and I request that this promotion should be honor the way that should be. I expect to receive my $12.99 rebate either by debit card or mailed check thank you

Sincerely,

***************************
Business Response
Date: 03/06/2024
Dear ***************************,

We are unable to honor your rebate request as it does not meet the eligibility requirements as stated in the Official Terms and Conditions which can be reviewed here: **********************. We greatly value your feedback, and we will be sure to share this with the team for consideration with future rebates.

Sincerely,

Consumer Relations
Abbott
Customer Answer
Date: 03/06/2024

Complaint: 21377874

I am rejecting this response because:
You're discriminating against *********** consumers, were part of ***************** thank you
Sincerely,

***************************
Initial Complaint
Date:02/26/2024
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.
On 02-26-2024, I contacted Abbott Laboratories to obtain a voucher for their Freestyle Libre product. The representative I spoke to was given enough information to determine whether or not I qualified. The representative's name is *******. Instead of telling me I did not qualify, he proceeded to ask for all my personal information, including dob, which I assumed was necessary to get the voucher. After giving him the information, only then did he tell me I did not qualify. I asked for my personal information that he'd collected to be deleted, or at least the dob. He refused. Asked multiple times. Finally asked to speak to a supervisor. Was on hold for 20 minutes before call was disconnected. Called back and spoked to a woman named ***** who transferred me to her supervisor ******. Explained the situation to ******, and he wasn't helpful either. When I asked for ******** email address so I could follow up, he claimed he did not have a work email address. Companies should not be allowed to keep my personal information when I tell them I want it deleted.
Customer Answer
Date: 02/29/2024

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:02/22/2024
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.
The issue is with the lack of service when I initially contacted abbott at their toll free customer service number ************ earlier in when the Libre 3 GCM sensor first reported signal loss and again at approximately 5PM on Feb 22, 2024 (pacific time). Since the sensor isn't getting readings and I have shut down my phone, and powered it back on, along with turning off the bluetooth and turning it back on today, without success...I'm left without use of the sensor which was applied 4 days ago (on Sunday at 7AM pacific time)...At the moment I'm using my Onetouch system to track my blood sugar issues which fortunately still works and provides readings which are useful...It's a sad commentary when someone calls into customer service previously and the person answering the phone didn't seem too concerned about the issue at hand and told me to call back if the sensor kept having issues (which it is permanently at the moment)...my insurance covers the cost for a sensor refill, which leaves me a $30 co-pay...I will continue to use the OneTouch system until another 10 days have passed, and at that point I will apply a new libre 3 sensor and hope it actually works this time. (Pharmacy is ******* at *********************************************************************************) ************
Customer Answer
Date: 03/04/2024

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,

*********************

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Abbott Laboratories is NOT a BBB Accredited Business.