Complaints

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

close

Find a Location

Abbott Laboratories has 45 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Abbott Laboratories

  100 Abbott Park Rd Abbott Park, IL 60064-3500

• 

  Abbott Laboratories

  6501 Weston Pkwy Ste 370 Cary, NC 27513-2312

• 

  Abbott Laboratories

  4900 Hopyard Rd Pleasanton, CA 94588-3344

• 

  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:05/11/2023

  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've been using the FreeStyle Libre 3 for a few months now, and there have been several times when the sensor stopped working for no reason, well before its 14 day limit. On one occasion it didn't stick at all when I applied it, so I had to open a new one. Last week I had one that only lasted two days. The alarm went off in the middle of the night to let me know that it had stopped working. I just put a new one on about four days ago, and today that one has again stopped working for no reason. I pay about $40 each for these sensors and lately I've been going through 1-2 a week. I'd like either a refund or replacements for these 3 sensors that stopped working in under a week.

  Business Response

  Date: 05/21/2023

  Abbott Diabetes Care **************** reached on *******, *******, *******, and *******, but was unable to get in touch with the Customer. ********************** **************** has left ADC's contact information on the Customer's voicemail inbox, but has yet to hear back from the Customer.

  Customer Answer

  Date: 05/29/2023

   
  Complaint: 20047177
  
  I am rejecting this response because:

  I have not yet spoken with anyone from Abbot. In the future, I prefer to be contacted by email, not by phone.

  Sincerely,
  
  *****************************

  Business Response

  Date: 06/09/2023

  Per the Customers complaint, Abbott Diabetes Care **************** reached out to the Customer via email on *******, but have not yet received a response from the Customer. 

  Customer Answer

  Date: 06/17/2023

   
  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.

  Abbott has sent replacements for the malfunctioning Libre sensors.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/27/2023

  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.

  The free style libre 3 app is not compatible with phone. The free style libre 3 sensor is not even compatible with itself, a free style libre 2 meter! Free style libre 3 is the only sensor insurance will cover. Contacted customer support and their input was, get a new phone, and that the providers should check the free style libre website to see which devices are compatible. I found this laughable, a doctor being expected to do a computer technicians job. Free style libre should be held accountable to make a better app that is compatible with phones and/or make a meter for the freestyle libre 3 sensor. There are currently no meters available for the free style libre 3. Extremely dissatisfied.

  Business Response

  Date: 05/03/2023

  Abbott Diabetes Care **************** team spoke with the Customer on ******* and explained the product's functionality. Additionally, the Abbott Diabetes Care **************** team discussed the upcoming product that Abbott Diabetes Care is working on.

  Customer Answer

  Date: 05/04/2023

   
  Better Business Bureau:
  I will wait until the new meter launches for the libre 3 sensor.
  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:04/23/2023

  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.

  Have been using Libre 2 for a couple of months but have had issues with sensors not working. So far I have had 2 sensors that have not worked. These sensors are expensive even with insurance.

  Business Response

  Date: 04/28/2023

  Abbott Diabetes Care **************** reached out to the customer and provided education on ADC's warranty policies. The customer understood and agreed with ADCs warranty policies.

• Initial Complaint

  Date:04/17/2023

  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.

  The United ********************* delivered thousand of the Abbott Binax NOW covid 19 test kits. Of the ones that I received none contained the nasal swab required for testing. I recommend that Abbott refund the monies charged to ***************** for the improper handling of these kits.

  Business Response

  Date: 05/08/2023

  Hello *******,

  Thank you for contacting Abbott ********* Services regarding the BinaxNow Covid-19 Ag Test Card.

  I have logged the information provided under CN-078411.

  We are sorry to hear about your experience with obtaining a test kit with missing components.

   If you could provide answers to the following Intake Questions, that would be great:

  What is the kit lot number(s) from outside kit box?

  Is this a new kit that was just opened?

  Did the kit appear open or damaged?

  What was the kit component that was missing?

  Did both tests have missing/miscount of a whole component?

  We invite you to call please call us at **************, Monday through Friday, 8:30a.m. to 5:00p.m. (EST).  

  Thank you.

• Initial Complaint

  Date:04/01/2023

  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.

  My issue is with customer car - tech-support.No matter what my issue is all i can get from so-called tech support is the standard nscrip questions that they always ask, ie how did i apply sensor and where - the serial number of sensor etc,Not once as the call center addressed the issue i am calling about, all they do is apologize and offer to send a replacement sensor.Replacing the sensor is all they know how to do.As an example my peoblem was the alarms were not sounding (working) and was offered a new sensor, at no time did they offer to look at the settings in my reader, they didn't even check to see if i had the alarms turned on.In my opinion they are just robots programed to follow a script and to h*** with the issue.TECH support they are not.My other issue i have you have to keep calling tech support untill you get someone that you can understand.very frustrated to say the least.I just hope that someone reads this cheers ****

  Business Response

  Date: 04/20/2023

  US Abbott Diabetes Care **************** is not able to provide services to non-US based customers, but was able to forward this complaint to the applicable branch on 03APR23. The applicable branch was able to reach the customer on ******* to provide assistance to customer regarding their complaint. The customer was satisfied with the provided support.

• Initial Complaint

  Date:03/28/2023

  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.

  Abbott had a recall for baby formula. The insurance company charged me for the formula and I had sent it back to them. I would like to request a replacement of the formula.I had sent 53 cans so I would require 53 cans of Elecare to be sent to me.

  Business Response

  Date: 03/29/2023

  Dear *******,
  
  We understand the concern, and we deeply regret any stress this has caused.
  
  A Representative from Pathway Plus attempted to contact your family by phone several times in the month of July 2022, and messages were left asking to contact us for details related to this inquiry. An email was sent by Pathway Plus on July 29, 2022 stating they were unable to reach your family by phone and to contact the Representative at your earliest convenience.Pathway Plus spoke with your family member directly on September 8, 2022 and a manager from our Consumer ******************** spoke with your family member by phone later that day to share details.
  
  When you returned the product to Abbott, you attested that your product had been paid for, at least in part,by insurance. The payment for patients whose product was paid for through insurance is not a product refund. It is a recall-related payment to help defray costs that you may experience as you find alternative formula. Because the recalled product was paid for by your insurance, and not by you, it would not be appropriate for us to provide a product refund to you.
  
  Your deductible/co-pay is an amount set by your insurance plan, as part of your overall coverage costs, and it varies by plan and program design. Manufacturers like Abbott do not determine coverage or costs of various insurance plans. As part of most insurance plan designs, you must meet your deductible, or pay an applicable co-pay, in order to access your health insurance coverage benefits. Funds paid towards your deductible were paid to the home medical supplier, or pharmacy,that supplied the product to you. We recommend you contact the home medical supplier, or pharmacy, that supplied the product to you.
  
  Sincerely,
  
  Consumer Relations
  Abbott

  Customer Answer

  Date: 03/30/2023

  Dear Sir/*****,

   

  I am writing to express my concern and dissatisfaction with the recent recall of [specific baby formula product name], which has left me with 53 unusable cans of baby formula. As a customer who relies on your products for the health and wellbeing of my child, I am disheartened by the lack of communication and assistance I have received from Abbott and Pathway.
  
  Upon learning about the recall, I immediately reached out to my insurance company and medical supplier, both of whom directed me to seek assistance from Abbott. Despite numerous attempts to contact your company, including leaving voicemails and messages with various employees, I have yet to receive a response or any indication that my concerns are being addressed.
  
  Given the gravity of this situation and the potential impact on my child's health, I am requesting a prompt resolution. I kindly ask for either a replacement of the 53 recalled cans with a safe and suitable alternative or a full refund for the affected product. It is my belief that taking responsibility for a recall and ensuring customer satisfaction are fundamental aspects of any reputable company's commitment to quality and service.
  
  Theft is not an acceptable solution, and I am disheartened to see a company like Abbott, which I have trusted for my child's nutritional needs, seemingly ignore the plight of their customers. I sincerely hope that this letter will prompt an appropriate and timely response from your team to resolve this issue.
  
  Please contact me at your earliest convenience to discuss the next steps for addressing this situation. I can be reached via email at **************************
  
  Thank you for your attention to this matter, and I look forward to your prompt response.

  
  
  Sincerely,
  
  Mehwish Shayaan

• Initial Complaint

  Date:03/24/2023

  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 had Multiple Libre 2 Sensors malfunction, I have called many times, sensor after sensor in a 90 day replacement bunch do not work. They tell me they will send a new one, and sometimes the new one does not work, but this has been months and it puts my life at risk when I cannot check my glucose. They will not tell us what is going on, or recall all their bad sensor from the pharmacy. I get a new sensor from the doctor and it does the same thing, they are not being read by the meter, and ***** is not doing anything to fix the issue. This is putting my life at risk, I cannot afford to have a back up system, I RELY on this for my daily survival. I want to know why a Recall has not been done, and I want sensors that work.

  Business Response

  Date: 03/31/2023

  Abbott Diabetes Care **************** spoke with the customer on ******* and ******* regarding their product concerns and to discuss sensor application techniques.

• Initial Complaint

  Date:03/17/2023

  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 used a Libre 2 on my cat 2X REGARDLESS of it being used on my cat the sensor ended 4 days early and was falsely giving low glucose readings. The first time no issues, and no errors and accurate for a human reader. It sounds like they REGULARLY release faulty product but only reimburse or send a new one if its used on a human. WHICH IS UBSURD BECAUSE IT WOULD HAVE STOPPED WORKING IF I HAD IT PLACE ON MY ARM. Just because it was used on a pet does not mean that the sensor isnt faulty. NO WHERE ON THE *** OR WEBSITE DOES IT SAY WARRANTY VOID IF USED FOR NON HUMAN APPLICATION! Scam artist. Ive been on the phone with them for over an hour, and all I keep getting is placed on hold.

  Business Response

  Date: 03/22/2023

  
  Abbott Diabetes Care **************** spoke with the Customer on ******* to explain **********************'s warranty policy, and how any off-label usage of the product would void the product warranty. Abbott Diabetes Care **************** advised the Customer to refer to ADC's safety information website as an additional resource.

• Initial Complaint

  Date:03/14/2023

  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.

  Veterinary doctors are prescribing the use of Freestyle Libre3 monitoring devices for cats. ********** will not replace a defective unit that was purchased and applied but never functioned.********** benefits from vets prescribing these devices but refuses to replace defective units.

  Business Response

  Date: 03/22/2023

  Abbott Diabetes Care **************** reached out to the Customer on ******* to explain the approved usages for ADC products, and how using the product outside of the intended uses would void the warranty policy.

• Initial Complaint

  Date:03/13/2023

  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.

  I use Abbot's FreeStyle LibraLink Software Ver 2.0, full version : 2.8.1.6120 Current problem : Sensor stopped working 4 days before the expiry. Previous Sensor problem : after 5-6 days it was giving me wrong results : 62, 64, 82 ... in 2 hours when I got dizzy and unconscious. When I tested a few minutes later with manual strips, its was 240. This consistently happened the next day also. This would have killed me I think. I called the Customer sec line when problem happened, but no help. just phone transferred till I was tired.Today : I spent 40 minutes, gave all detailed information. but at the end, the rep wasn't able to file the information or was stuck Case# ********.Then the rep and her supervisor talked and they told me, both my sensors had expired. Even today my sensor gave me a message that it will expire after 3 days. So they were just lying on the phone to frustrate me to hang up. Last year, I had severe pain in my arm with same product. I talked to one of the reps and then they called me. I gave up coz they were just trying to game me into their legal verbiage and didn't care about the problem. I didn't use this for 6-8 months , but then I realized I was hurting myself by not testing. Other device DexCon is expensive, so I had some unused boxes of this, so I used them again. Abbott is playing very smart. This thing is not accurate , but its reasonable , so people buy it. Their care and customer service reps have no empathy , today and previously. few years ago, I had even sent back one sensor that was not working so that they can do some investigation and fix the issue. Most terrible experience with their phone reps and the person who called me and said - since I didn't go to Dr when my arm was hurting for more than 6 months, its not a big issue. Also, they just assumed I wore it wrongly last year. I have used this for 3+ years now, I need an ALTERNATE that's reasonable.

  Business Response

  Date: 03/22/2023

  Abbott Diabetes Care **************** attempted to reach out to the Customer on *******, *******, and ******* but was unable to get a hold of or leave a voicemail for the Customer.