Business Profile

Pharmaceutical Manufacturer

Abbott Laboratories

Headquarters

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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

208 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:08/25/2023
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.
Unable to get help from very poor customer service. I have had 2 sensors fail on me and spent hours on messenger trying to get a partial credit, refund or replacement. Th e lag time of my first contact was 3 days. Today after 1 1/2 hours with 20+ minute lag times between responses I finally gave up after answering the same questions several times. It might have been AI I was messenging with I don't know I just couldn't get anywhere with them
Business Response
Date: 09/07/2023
Abbott Diabetes Care **************** has made multiple attempts to reach the Customer on *********, *********, and ********* to discuss their concern, but was unable to connect with the Customer. ********************** **************** left voicemails with contact information for each call but has not heard back from the Customer.
Customer Answer
Date: 09/08/2023

Complaint: 20523165

I am rejecting this response because: The information they provided BB is not correct. They did respond to a online chat the day after I started it when I was no longer online. I have not received any phone calls and no messages have been left on my cell phone. ************
As far as their chats it has taken them so long to respond to my complaints that the information that was once available on my phone in order for them to approve a refund or credit is no longer available as their software has cleared it out as new sensors have been used. I have spent thousands of dollars on their product in co-pays and my insurance has paid a much larger amount. Asking for a few sensors to be replaced seems a very reasonable request but they do not seem to want to do the right thing. I will most likely use these sensors the rest of my life and through Chat rooms have found the covering patch that better protests them so I'm hoping I will not have any issues in the future. I have provided huge amounts of information during several chat sessions that should provide them with more than enough information to issue a credit or refund for the sensors that failed.

Sincerely,

*********************
Business Response
Date: 09/15/2023
Abbott Diabetes Care **************** has made the following attempts to reach the Customer by phone on ********* and ********* via the provided Customer phone number and by email on ********* via the provided email address. Abbott Diabetes Care **************** team has been unable to reach the Customer to discuss their concern. The ********************** **************** team has provided their contact information to the Customer with each contact attempt but have not heard back from the Customer.
Initial Complaint
Date:08/23/2023
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.
I have used the Libre system since the first 10 day model was released. I am painfully familiar with placing and removing these sensors every 14 days now. My insurance allow purchases of 6 at a time so that is what I have to do. This morning at 11:30 am EDT I replaced the dying sensor 2 hours early because I would be out of the house when it was to expire. This is not new and until today I have been able to swap then an hour or two early based on my planned day. Today my sensor was to die at 1:00 pm EDT and as said I pulled out the prior model at 11:30 and applied the new one. I immediately got a Not Compatible message. Knowing how finicky these are in general, I tried again and got the same message on the expensive sensor. I called Abbott ********************** and after playing the button game, got a foreign, somewhat unintelligible lady asking my issue. I explained in great detail what had happened in the prior 10 minutes and then had to listen to her reading a computer list of questions with no regard to what I had already told her. I had to give her Serial #'s for the new sensor, the meter, and info on the now dead sensor. She was reading from a script like a scam call and would not let me answer her or interrupt her speech with an answer or response. I had to answer whether I had been unconscious even though I was speaking to her within minutes of the failureIt turns out that what I have is a NEW batch of sensors that no longer let you change until the prior one has literally expired at exactly 14 days. No longer at my convenient time, but only at Abbotts. She also mumbled that there have been a lot of calls with the same problem. The representative had no answer as to why no one was notified of this change to avoid the problem, but had no answer. As it is now, I am to sit and await for the prior one to expire while laying on the counter, and THEN try the one in my arm again. Will it work, who knows?? It seems the Optional Alarms are the cause.
Business Response
Date: 09/05/2023
Abbott Diabetes Care **************** has made attempts to reach the Customer on *********, *********, and ********* to discuss their concern, but was unable to connect with the Customer. ********************** **************** left voicemails with contact information for each call, but has not heard back from the Customer.
Customer Answer
Date: 09/06/2023

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.
However, there were not multiple communications from them nor any messages left. They sent me a replacement sensor and meter as they had said they would on the initial call (from which this complaint was generated). Then less than a week later sent me an email telling me to return the original meter and the sensor that was still in my arm.at my expense. This required a phone call on my part to a representative on 09/05/23 who told me to just forget the email and I did not have to send anything back.
Abbot has a great product here, but like everything else, there are the odd bad unit out there. One should not have to go through so much effort, and 3rd degree grilling by someone who barely speaks English in order to communicate the failure to them, Everyone who makes a product, will occasionally make a bad one. They finally did the right thing and replaced both sensor and reader and I am satisfied.

Sincerely,

***********************************
Initial Complaint
Date:08/20/2023
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.
08/18/2023 installed my Freestyle Libre 3 on my upper left arm and the sensor never fully connected to my phone. After about 6 hours of waiting it finally told me "sensor error" and instructed me to install a new sensor. FreeStyle Libre 3 Lot T60001075 SN 0EHAC0KK0 2024-01-31 08/20/2023 My second sensor fell off my upper left arm after using successfully for 2 days.Lot T60001075 SN 0EHAAV033 2024-01-31 Decided to call Abbott to get replacements.888-632-8658 08/20/2023 ~338pm pacific I called Abbott for a replacement sensor. The man on the other end of the line was rude, read the disclaimers so fast I couldn't hear them, and ultimately asked for a credit card number in order to provide a replacement. When I told him no, he told me to hang up. I tried an alternate number I found on the internet, ************ ~350pm, routed to same customer service so I hung up. How am I supposed to get replacements when there is no alternate way to contact them? There is no email customer service and no submit a ticket on their website and no other phone number for me to call, so I'm stuck with 2 unusable sensors that I'd like replacements for and terrible customer service.
Business Response
Date: 09/12/2023
Abbott Diabetes Care **************** spoke with the Customer on ********* to better understand their complaints. Abbott Diabetes Care **************** provided resources to the Customer to streamline their complaint reporting experience then provide eligible replacement products.
Initial Complaint
Date:08/14/2023
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.
I have been using the Freestyle Libre 14 for years with issues every other month on average. In July I got abnormal readings. First half of the month I got readings so low I had to call my doctor who asked me to eat bags of candy to get my blood sugar readings up or go to the hospital. The next two weeks I got readings literally off the charts; over 500. I would be dead. When I called my doctor she was as stumped as I was. I called Abbott again and they finally told me this version of their sensor does not work with my phone now because it's operating system was updated. I am blown away they did not tell me or my doctor about this. Not only did I waste a lot of money, but my blood sugar is not totally out of whack as I was reacting to false readings. And now they just told me they would not refund me my money for these sensors that are totally useless to me.
Business Response
Date: 08/28/2023
Abbott Diabetes Care **************** spoke with the Customer on ********* to discuss and document their product concerns. Abbott Diabetes Care **************** then ordered replacement products for the Customer.
Customer Answer
Date: 08/29/2023

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:08/13/2023
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.
On August 12, i went through 2 CGM pods within a matter of hours, Each pod is suppoused to last 14 days. I had no idea the first one quit working for a matter of time. My family and i rely on this device to alert to when i have a low blood sugar as i am unaware most of the time. I contacted the company and they acted like they could care less. This is a medical device and is relied upon by thousands of *************** critical alerts. This device is used to show and alert of blood glucose numbers. Having a company that already knows about the situation as shown on their home web page and decides to do nothing about it is shocking. I was not treated well at all by their customer service representitive either when i brought this to his attention.
Business Response
Date: 08/24/2023
Abbott Diabetes Care **************** made attempts to reach the Customer on *********, *********, and ********* but have not been able to get a hold of the customer. Additionally, ********************** **************** left voicemails with each call attempt with the service contact information. Abbott Diabetes Care **************** has yet to hear back from the customer.
Initial Complaint
Date:08/08/2023
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.
On 8/7/23 when I went to replace my Freestyle libre 2 sensor about 3 hours before the end of my last one I received a message that the new sensor was incompitable with the reader. I called support and was told that I needed to wait until the time expired on the old reader before it would start the new sensor. It did start after the old sensor time expired but I am concerned now what happens if I have one come off accidently need to start one a week early or longer. I cannot get a supervisor on the phone and the 2 people I talked with didn't seem to understand the risk or what to do to correct the problem. This company has been aware of this for a monthor longer so surely there is a fix but I can't find it with their support.
Business Response
Date: 08/22/2023
Abbott Diabetes Care **************** spoke with the customer on ********* and explained that eligible replacement products were ordered per their last call with Abbott Diabetes Care ****************. Tracking information was provided to the customer.
Customer Answer
Date: 08/23/2023

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:07/28/2023
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 the Libra 2 freestyle sensors now for 2 years, at first the sensor worked! . Then I got one with a error reading. Called their service support and they sent me a new sensor right away by mail. . Lately been getting numerous bad sensors! . For a few times they did send me a new sensor by mail. Now **************** changed to only sending text with a link that you have to take to your pharmacy to get a replacement sensor. . Well I had 2 bad sensors, so I got 2 different texts with different links to replace each bad sensors. The first sensor link went through fine, but the second sensor link was declined. The pharmacy tried several times to get the second link to go through but had no luck!I had to go home without my second sensor and call customer service again. They again gave me a different link to take to the pharmacy that again was declined. Still couldnt get my second sensor? Called customer service again and they gave me a phone number to give to the pharmacy if the link doesnt go through. Only when I went to the pharmacy and asked them to call customer support with the number I was given. The pharmacy refused to call cause they were short staffed and too busy to call customer support. Again went home without my second sensor! Called customer service once again for the third time and told them my pharmacy didnt have time to call them and I need my sensor replaced now cause my other sensor I got was going to expire in two days! Again they insisted my pharmacy had to call them! Went back to the pharmacy and begged and pleaded with them to call customer service to get my sensor replaced. Pharmacy finally called and the customer service wouldnt help the pharmacist get my sensor after all that run around saying the pharmacist had to call customer service!Went back home again, its now been two weeks later and still cant get my sensor replaced! Im boycotting Libra 2 freestyle and told my doctor I wont be using these any longer!
Business Response
Date: 08/10/2023
Abbott Diabetes Care **************** spoke with the Customer on ********* to discuss product replacement expectations and to reprocess an eligible replacement order for the ************************************* **************** reached out to the Customer on ********* to provide additional details and status updates for their replacement order.
Initial Complaint
Date:07/27/2023
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.
7/27/23 Device cost me $150 I scanned the device but then realized I needed it to be scanned to my other phone. Signed out and then I couldnt get the scanner to be linked to my other phone. I lost all the data and couldnt read it with either app. Twins disappointing!! Then called customer service and talked to a woman who had loud barking dogs in the background. The dogs were barking so loud I had to keep repeating myself over and over. Then instead of being apologetic she became hostile and rude. Not impressed with product OR employee.
Business Response
Date: 08/09/2023
Abbott Diabetes Care **************** made attempts to reach the Customer on *********, *********, and *********, but have not been able to get a hold of the customer. ********************** **************** has also left messages with service contact information, but has yet to hear back from the customer.
Customer Answer
Date: 08/11/2023

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:07/27/2023
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.
On 7/20 I put a new sensor for my FreeStyle Lebre 2 and it would not register. I called the company on 7/21 and was told there is a know issue and they would send me replacements for the refill of 6 sensors and a new reader 2nd day ************* cost to me through my insurance and ********* was $300. On Tues 7/25 the FedX notification stated pending so I called and found out the wrong address was put on the label. I repeated my address to 3 different people at ************ on 7/21. **** said I had to call and have them fix the address which I did on 7/25. On 7/26 I called FedX and they told me they had the correct address and they would be delivering. On 7/26 pm I call and they told me the vendor had not updated my address. I called the 855 number again and was told they would update my address. Today 7/27 I called FedX and they said no update and there was nothing they could do. so I call the 855 number and they said they could not update my address. That they would send another replacement and it would take 3-5 days. I just called and was told no replacement would be sent until they get the original shipment back from Fed X. I received defective merchandise that the company produces. They messed up my address and will not contact FedX to fix and will not send a replacement until after **** returns the original which they will not do unless the vendor calls. Terrible ***************** Terrible Process and terrible product. I want my replacement. I am $300 out of pocket and no working device or sensors.
Business Response
Date: 08/07/2023
Abbott Diabetes Care **************** reached out and spoke with the Customer on ********* to follow-up on their replacement status. We were able discuss the Customers recent service experience concerns and confirmed that the customer has successfully received the eligible replacement products.
Customer Answer
Date: 08/07/2023

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. I appreciate the professional response from their Corp office.

Sincerely,

*********************************
Customer Answer
Date: 09/12/2023

Complaint: 20386585

I am rejecting this response because:
Hello
I am continuing getting emails asking me to do something that their corporate office agreed to no longer needs to be done. I have called them three times to explain and stop the emails.

Thank you

Sent from my iPhone

Business Response
Date: 09/22/2023
Abbott Diabetes Care **************** spoke with the customer on ********* and ********* to better understand the concern to better determine a resolution. At this time, the customer's concern is documented and will be further reviewed by Abbott Diabetes Care.
Customer Answer
Date: 09/25/2023

Complaint: 20386585

I am rejecting this response because this means it might not be over. I was told there was nothing more that needs to be done. By saying it is under review tells me that *** not be the case. I closed this before after being told by the corporation that I did not need to send anything more back and that they considered the matter closed then I started receiving emails saying I needed to return. This required another host of calls to the company. Then back to the BBB. I do not consider this resolved until they confirm no further action is required on my part. It is there job to handle this. I already have a full time job and I have spent countless hours trying to get this resolved. This is the worst customer service I have received from company.

Sincerely,

*********************************
Business Response
Date: 10/03/2023
When Abbott Diabetes Care **************** last spoke with the customer on ********* and *********, the customer's feedback and sentiments have been acknowledged and documented for potential future service improvements. Abbott Diabetes Care **************** have also explained to the customer the current notification procedures and that no additional actions are expected from the customer in regard to their original concern.
Customer Answer
Date: 10/04/2023

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:07/18/2023
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.
I use a Freestyle Libre 2 system for diabetes and lately for a few months I get a defective sensor. One worked for an hour or two and then I was told to switch to a new. Well, when I have to do this I go without it as I am only allowed so many to cover months through insurance. I contacted Abbott and was told I can't get a new sensor sent with no explanation. They told me call, but no one speaks English clearly. All I want is for them to stop playing the blame game and fix the issue.
Business Response
Date: 08/01/2023
Abbott Diabetes Care **************** made attempts to reach the Customer on *******, *******, and *******, but have not been able to get a hold of the customer. ********************** **************** has also left messages with service contact information, but has yet to hear back from the customer.
Customer Answer
Date: 08/02/2023

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,

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

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Abbott Laboratories is NOT a BBB Accredited Business.