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 Nutrition

  3300 Stelzer Rd Columbus, OH 43219-3034

• 

  Abbott Laboratories

  2400 Walden Ave Buffalo, NY 14225-4745

• 

  Abbott Laboratories

  6300 Bee Cave Road Austin, TX 78746

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:07/05/2023

  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.

  Today is 07/05/2023. I called Abbott's tech department at around noon EST. I have been using the Freestyle Libre II for almost 2 years. The reader is supposed to sound if my blood sugar is below 90, which is where I set it. I can go into insulin shock (aka a diabetic reaction) due to low blood sugar. I have had Type I diabetes for 64 years. Today while driving, my blood sugar felt low. I checked my ** Libre sensor using my ** Libre monitor when I arrived home. The reading was 77. The alarm never sounded. This is NOT the first time this has happened. I drank orange juice and ate a glucose tablet. I called the ** Libre customer service, who had me pull up the Settings, then System Status, then System Info. I gave the first tech person the readings and advised her this is not the first time this reader has not alerted me to low blood sugars. She asked me to check my blood sugar. I have a ReliOn glucose meter. It read 120. It had been 20 minutes since I drank the ** and took a glucose tablet. She then transferred me to another tech rep who again asked me to check my blood sugar. I refused. I asked her to send a new reader, since the one I have isn't working. She refused. I told her I would contact Abbott Diabetes corporate office and COMPLAIN. I will contact the Federal Food and ******************* next if this is not resolved. Why isn't Abbott willing to replace their defective equipment???? Their tech department didn't even confirm that the device didn't send the alarm when it was supposed to. They were evasive and unhelpful. I will change to another system if they don't resolve this. I will tell everyone I know about the problems with their system. I am angry!!!!

  Business Response

  Date: 07/11/2023

  Abbott Diabetes Care **************** spoke with the Customer ******* and was able to their address and resolve their concern.

• Initial Complaint

  Date:07/01/2023

  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.

  On the 28th I reported that 2 successive freestyle libre 2 s had failed and gave error code info and told them I an on 3 medications I need sensor for I was told I would receive replacements within 48 hours and they were being expedited. After 48 hour called again and was told it would be 3 more days til I recieved I was flat out lied to

  Business Response

  Date: 07/11/2023

  Abbott Diabetes Care **************** spoke with the Customer on ******* regarding their concern and provided some helpful information about shipping timeframes.

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Abbott refuses to answer my questions regarding a spinal cord stimulator (***) that fractured multiple ribs and malfunctioned on 3/18/22, which I have written proof of. The doctor also refuses to answer my questions. 1. Should people with widespread chronic pain with a connective tissue disorder, ******* Danlos Syndrome Hypermobile Type have a spinal cord stimulator implanted? 2. From my minor research it is standard procedure to order imaging prior to implanting the *** device. Why didnt the doctor who implanted my *** not order imaging prior to implanting it? He cut major corners and put profit above my best interest. An MRI should have been ordered. 3. Per Abbotts website, it is extremely important to select patients appropriately for neurostimulation. Thorough psychiatric screening should be performed. I didnt pass the psychiatric evaluation. The doctor who implanted the device didnt even follow the psychiatrists recommendations. Why was he able to proceed with the trial when I didnt even pass the psychiatric evaluation? 4. Is there some sort of tracking system doctors are supposed to use or document when patients who have a *** complain of severe injury? 5. How many hours of training do you require doctors to have prior to implanting your ***? 6. This device is supposed to be a LAST RESORT option for chronic pain patients. How did they try all avenues prior to implanting this device? Bottom line, he put profits above my best interest. From my research, I was being over stimulated to the chest wall and didnt even know it because of the device always on Burst program. The Abbott representatives who do the reprogramming of the *** should ensure the overstimulation that could occur, isnt enough to cause injury. Why did they remove the doctor who explanted the *** and confirmed it malfunctioned from their website?

• Initial Complaint

  Date:06/20/2023

  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.

  I have been using a Libre2 continuous glucose monitoring system for approximately nine months. Recently, the app on my iPhone stopped working. Every time I apply a new sensor, the app does not work. I am only able to use the reader. I completely understand that once I apply a new sensor (and the app doesnt work) and I scan with the reader, the app will not work then because the reader was used first. However, each new sensor has FIRST been scanned with the app on my phone and it DOES NOT WORK. I am then forced to use the reader.I called customer support for technical assistance and, after 45+ minutes of answering questions, I was told that once I use the reader, the app wont work on that sensor. This is something I already know.Customer support is USELESS! They are unable to help or address the issue with any competency.These sensors are not cheap and also not reliable. Abbott needs to focus on better products and better support before charging such high prices.I expect a resolution to this technical problem.

  Business Response

  Date: 06/29/2023

  Abbott Diabetes Care **************** made attempts to reach the Customer on ******* and ******* and left messages with Abbott Diabetes Care ****************'s contact information, but has yet to hear back.

  Customer Answer

  Date: 07/18/2023

   
  Abbott Laboratories did NOT make attempts to reach me by phone and did NOT leave messages with contact information. The customer service is greatly lacking and relatively useless and, therefore, I have no interest in trying to speak with them again.
  Communication with them is extremely frustrating.
  
  I continue to have issues with the phone app. I have Googled the problem only to find that hundreds of people have been experiencing the exact same problem as noted on many Apple forums. Abbott needs to do something about improving the app for the Freestyle Libre2. They also need to improve the communication skills of their representatives.
  
  *********************
  3640 *************
  ****************, ** *****

  Business Response

  Date: 07/27/2023

  Abbott Diabetes Care **************** team has made three separate call attempts to the Customer per the provided phone number on 27JUN23, 29JUN23, and 03JUL23. All three attempts to reach the Customer were unsuccessful. With the Customer's new request to not be contacted, Abbott Diabetes Care **************** team has accommodated the Customers request as of 21JUL23.

• Initial Complaint

  Date:06/16/2023

  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.

  Freestyle Libre glucose monitoring system (required glucose monitoring for Type II diabetics) was purchased from Diabetic Warehouse. System worked for a few days, sensor broke. Purchased new sensor, it worked for 30 minutes, then failed. Received replacement from Abbott, worked for 7 hours, then broke. Purchased more sensors on my dime, most worked for a few days. Reader subsequently started to expand, likely from the lithium battery inside. Called Abbott, they sent me a return box allowing me to ship the reader back to Abbott. Never received any acknowledgement of receiving my reader, no replacement, nothing. Abbott apparently discarded my broken reader, never sent a refund or replacement so I'm out >$400 in total. Product never worked correctly which is extremely dangerous for a medical device. When diabetics depend on glucose levels, you need to provide us with an accurate and robust device, and more than that, when you receive a broken device in your warehouse, do not ignore it, do not discard it, do not lie to the customer about not receiving it.

  Business Response

  Date: 06/29/2023

  Abbott Diabetes Care **************** spoke with the Customer on ******* to better understand their complaint and provide eligible product replacements. 

  Customer Answer

  Date: 07/03/2023

   
  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:06/11/2023

  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.

  I use the Abbott Diabetes care Libre 2 glucose sensors. These are a critical piece of my diabetes care and safety.The sensors are priced astronomically and fail to work half the time. I just had two fail in a row. Thats about $150. My glucose was low overnight and the sensor failed and I was not alerted. The only job this Libre 2 has is what it failed to do. NO sensors should fail. I now have zero sensors left. Why? Because Abbott cannot make a product that works correctly. Ive been using these for 3 years so I know exactly what Im doing. A health scare with a company that is supposed to assist in that from happening is unacceptable and negligent. I expect a phone call immediately to discuss. I expect free sensors do to the suffering, stress, and anxiety which also affects glucose readings. Of course Abbott probably doesnt know that.Your product is a health concern. Shame on you..your greed and poor quality product!

  Business Response

  Date: 06/26/2023

  Abbott Diabetes Care **************** spoke with the Customer on ******* and explained that their complaint has already been addressed, but still filed a BBB complaint to bring more visibility to their concerns.

• Initial Complaint

  Date:06/01/2023

  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.

  I have been trying to get a replacement sensor for a defective one. After six telephone conversations, each one with a different agent and only one of whom was a native English speaker, I have been told: you will get it overnight; you will get an e-voucher for your local pharmacy; you will get the voucher in 20 minutes; you will get the voucher in 2 hours; we cannot send you a voucher because the physical product is already in process; you will get that overnight; you can call back again if you do not.There is no one else to speak to about the Abbott Freestyle Libre 2, so this complaint is simply to make you aware of a bad business practice and to get it off my chest.

  Business Response

  Date: 06/09/2023

  Abbott Diabetes Care **************** reached out to the Customer on ******* to better understand and address the Customer's complaint. ********************** **************** provided eligible product replacements with product guidance. Customer was satisfied with the ********************** **************** interaction.  

• Initial Complaint

  Date:05/26/2023

  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.

  I use Abbott Freestyle Libre 2 blood glucose monitors, provided by ************* Health Consortium and paid for by ********* A sensor fell off and I contacted them through ******** chat. Their customer service said 'it's a complicated issue' and that they need to speak with me by phone. I contacted them several hours later and said it was a good time to call. I waited for two hours without them calling, messaged again telling them it is not complicated and that they need to send a replacement. Then I left to run errands. They called about half an hour after that, a call I missed. I called the number they left and waited on hold for about ten minutes then gave up.Last time they replaced a sensor (a little over a month ago) they stalled and said they would call, then after a few days I threatened to file a complaint with the Better Business Bureau (messaged through chat) and they immediately sent a replacement sensor. The only other time they sent a replacement sensor was about a year ago. When they send a replacement they send a return mailer to return the faulty sensor. Another sensor needed replacement about a month and a half after that, and they said they had not received the sensor I had mailed six weeks prior and that they could not send a replacement until they receive the last faulty sensor.There are two resolutions I seek- first, I need a replacement sensor to monitor my blood glucose. I have an aviva accu chek (finger poke) blood glucose sensor but the Freestyle Libre 2 sensor can be checked at any time without needing blood from a finger. And second I believe Abbott deliberately stalls and tries to avoid sending replacements for faulty sensors, I am hoping you can encourage them to operate in a manner consistent with their stated policy on customer service and product support.

  Business Response

  Date: 06/06/2023

  Abbott Diabetes Care **************** reached out on ******* to notify the Customer that their product replacements have been ordered. 

  Customer Answer

  Date: 06/06/2023

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

• Initial Complaint

  Date:05/18/2023

  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.

  The only thing is my FreeStyle Libre 2 stop reading and I was promise a replacement but I got a return box for the old. How do I test myself? I have several sensors no reader.

  Business Response

  Date: 05/25/2023

  Abbott Diabetes Care **************** reached out to the Customer on ******* and was able to address the Customer's concern with a product replacement.

  Customer Answer

  Date: 05/26/2023

   
  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:05/16/2023

  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.

  My husband is a type 2 diabetic who has been using the Freestyle Libre 2 diabetic reader for less than a month when the unit failed. I had 5 calls to Abbott support before I received a solution (I hope at least, last call was today) beginning on May 7, 2023. I was told I would receive an email with a voucher to obtain the device from a major pharmacy of my choice with a prescription from his doctor. Each member of the support team was difficult to understand and I was bounced back and forth. On May 10, 2023, I was told he would receive the device with 2-3 business days but it didn't arrive so I called again on 5/16 and was told there was no order for replacement. On 5/10, they also told me there was a shipping replacement charge of $4.95 and a charge was made to my account twice which I now have to deal with.Another strange thing is that sometimes when I called the ************** number that is listed on the support documentation for the device, the first thing I was told is that I would receive a $100 gift card to be used any way I like. I believe the second charge for $4.95 was due to this. My greater concern is that there is some type of fraudulent scam going on.

  Business Response

  Date: 05/24/2023

  Abbott Diabetes Care **************** spoke with the Customer on ******* and was able to explain Abbott Diabetes Care's warranty process and policy. Customer understood and appreciated the information.
  

  Customer Answer

  Date: 05/25/2023

   
  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 will say that it should not have taken me 5 phone calls to get someone who knew the answer but did appreciate the last person I spoke with who resolved my issue.
  
  Sincerely,
  
  *********************