Complaints

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

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  Abbott Laboratories

  100 Abbott Park Rd Abbott Park, IL 60064-3500

• 

  Abbott Laboratories

  6501 Weston Pkwy Ste 370 Cary, NC 27513-2312

• 

  Abbott Laboratories

  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:03/05/2023

  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 am a new user of the Libre Freestyle 3 continuous glucose monitoring system. I have used 3 of their sensors in 14 days due to various issues with the sensors and/or their pairing aspect with my Android phone. I have called their "support" line a multitude of times. With one exception, all of the support associates have trouble communicating with me due to phone line issues and heavy accented English. The phone lines have been full of static, have lost voice so they could no longer hear me on multiple occasions, and twice after being on hold for over 30 minutes I was immediately transferred to the survey option. Let me preface this with the fact that I work as an IT Technical Support Analyst. My experience using this product has been a rough go, and the product/customer support is absolutely dismal. There is only this one way to get support for this product unless you happen to use ******** Messenger, which I do not. I had 2 sensors of 3 fail. They replaced the first 1 which failed to apply correctly. The second sensor worked great after they pushed software updates to be compatible with the latest Android OS. The 3rd sensor, I have yet to successfully have an adequate conversation about in order to get replaced, because no human from their customer service department will listen long enough to understand the full situation. They merely want to read from their flip book of automatic responses and tell me the same thing I have heard 5 times already. Nobody there pays attention to the fact that I have called 7 times and and just need it replaced. The one time that I had someone adequate to assist me, they were suffering from echo on their end and asked if they could call me right back. That was 4 hours ago. I suggest you use a different CGM system. It's worth your money and sanity. I will be reviewing on ****** and other forums.

  Business Response

  Date: 03/14/2023

  Abbott Diabetes Care **************** reached out on ******* to address the Customer's complaints. After ********************** **************** was able to get a better understanding of the customer's frustrations, the *** CS team was able to provide the needed product support to the customer.

  Customer Answer

  Date: 03/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. It is my sincere hope that this will help improve the company's customer support process for others in the future. 
  
  Sincerely, *****************************;
  
  *******************************

• Initial Complaint

  Date:03/02/2023

  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.

  Promised to replace two defective test kits on 2/19/22, case #CN-055321, but never received kits.

  Business Response

  Date: 03/03/2023

  At Abbott, the health and safety of our consumers is our top priority, and we take all customer complaints seriously.  Thank you for bringing your concern to our attention.  We were able to confirm that this situation has been addressed by our representatives. If you have additional questions, please call us at *************, Monday through Friday, 8:30 a.m. to 5:00 p.m. (EST).

  Customer Answer

  Date: 03/03/2023

   
  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:02/16/2023

  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 a Libre Freestyle 2 continuous glucose monitor. Having an issue with data collection. I have called their "support" line more than a dozen times. With one exception, ******************** have heavy Asian accents and the phone lines are of marginal quality.I need held and can not get it.Abbott makes it impossible to contact anyone in the company. This is my only possibility.

  Business Response

  Date: 02/23/2023

  Abbott Diabetes Care **************** reached out on ******* and was able to discuss the customer's concerns. *** **************** was able to provide the guidance on what the customer was looking for on how to navigate the *** system to access certain information.  

  Customer Answer

  Date: 02/23/2023

   
  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:02/15/2023

  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.

  Since my phone upgraded to android 13, I've had two libre 3 sensors die on me. The first died within 12 hours of the update. The second died 6 hours after putting it on. The company knows they are having issues with android 13. They know this is a software issue and that it's their fault, but they refuses to refund my money because these sensors are being put on an animal. This animal has clothing and a cone to protect the sensor...I didn't get a warning to avoid android 13 until immediately after updating to android 13. This could have been a coincidence but if it isn't, that is extremely shady...

  Business Response

  Date: 02/23/2023

  Abbott Diabetes Care **************** spoke with the customer on ******* and ******* to further address their concern. Abbott Diabetes Care **************** explained how *** regulations determine the correct and approved usages of Abbott Diabetes Care products for patients, and how that would then impact the product warranty policies.

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19411172
  
  I am rejecting this response because:

   

  You refuse to refund my money because of a software glitch that has nothing to do with your policy on animals. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/03/2023

  Abbott Diabetes Care **************** has explained to the customer multiple times in detail on the impact of approved usages and warranty policies for any *** product by the **** Abbott Diabetes Care **************** also explained that any unapproved usages of an *** product will void the warranty of the *** product.

  Customer Answer

  Date: 03/07/2023

  Complaint: 19411172

  I am rejecting this response because:
  

  ********************************* has explained to Abbott Diabetes Care **************** multiple times in detail that the reasons for the voiding of the warranty have absolutely nothing to do with why the product failed.  Abbott Diabetes has had such a widespread problem with the bug in their software which caused these failures that they had to create an entire website dedicated to answering questions about this issue.  Abbott Diabetes Care **************** specifically asked ********************************* to look for certain error codes in the device logs.  He found those error codes listed for both of the failed devices. They are completely aware of the fact that these devices failed due to their bug, yet they are clinging onto anything possible to get out of replacing devices which encounter the bug which turns their product into a paperweight.  

  Abbott Diabetes has likely spent more money processing this BBB case than what ********************************* is requesting compensation for.  ********************************* will not accept any response from Abbott Diabetes Care **************** that does not result in a refund for the failed products.

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

• Initial Complaint

  Date:02/14/2023

  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.

  ******************************************* reached out to me (via voice mail message) and I returned his call on 12/14/2022 regarding a review/complaint I filed with the ** BBB regarding the defective reader and 2 sensors I purchased on 11/17/2022. He emailed me a ***** label with the address: CIG, ABBOTT (ADC) RETURNS Center 3, *************************************************************** *************). I was instructed to enclose the reader and 2 sensors in their original boxes with the *** along with the two receipts (one for the reader and one for the 2 sensors) and a completed Product Information Sheet. I let him know that one sensor was not used because the reader did not work accurately, and I developed a rash from the one sensor. I emailed him on 12/15/2022 and informed him I dropped off the ***** pkg. He requested I send him a copy of the receipts on 12/15/2022. I emailed him to inform him that I received ***** tracking that the package was delivered/received on 12/29/20222 and asked for the status of my refund. His reply on 1/3/2023 was 6-8 weeks to process. I emailed on 2/11/2023 asking where my refund is. No reply. I called ************ and just got the runaround.

  Business Response

  Date: 02/23/2023

  Abbott Diabetes Care **************** is still actively reviewing and working on the customer's request. ********************** **************** attempted to reach out to the customer on ******* to further discuss, but was only able to leave a voice message with general information regarding the status of the customer's request.
  

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19402460
  
  TELECON with ****** on 21 Feb. She informed me that a full refund will take 2 to 4 weeks. Due to the amount of time for Abbott to respond to my repeated requests, I do not wish to close my complaint until I receive the full refund. I have experienced a good deal of runaround from Abbott and I do not have any confidence in what they say. Pls do not close my complaint at this time.
  
  Sincerely,

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

  Business Response

  Date: 03/03/2023

  Abbott Diabetes Care **************** team reached out to the customer on ******* to inform them that their request has been approved and to set expectations of the standard processing time for their request. 

  Customer Answer

  Date: 03/07/2023

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

• Initial Complaint

  Date:02/04/2023

  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.

  1/23/2023: Veterinarian attached Freestyle Libre 2 sensor on my diabetic dog. It was synced and ready to use at 5:30pm CT. It's supposed to work for 14 days. 1/26/2023: Approximately, 5:30pm CT, the sensor stopped working (3 days later). It said "Your Sensor Has Ended. Scan New Sensor". My 15-year-old dog was not doing anything to damage the sensor. It was still attached perfectly. From googling, I determined I should call the company and they would replace it. 1/27/2023 - 8:47am CT: I called Abbott Laboratories ***************). When "****" answered, I explained the problem. There was silence for at least 2 minutes. Several times, I said, "Hello?" and "I can't hear you", but no response. I hung up.1/27/2023 - 8:52am CT: I called Abbott Laboratories ***************). I explained the problem to "****". He said they will not replace the sensor for a dog. I asked for a manager and "****" said nobody else was there. I told him that was ridiculous, so he gave me another number to call for Customer Relations.1/27/2023 - ****** CT: I called Customer Relations ***************) and explained the problem to ******. She said she would transfer me to Technical Support.1/27/2023 - 9:06am CT: Madel in Technical Support said the Freestyle Libre 2 is not approved by the *** for animals, so it's not under warranty and they will not replace it. I asked to speak to a manager. 1/27/2023 - 9:13-9:25 CT: On-hold for a manager. I was sent to an automated survey and then it hung up on me.

  Business Response

  Date: 02/13/2023

  Abbott Diabetes Care Customer Service spoke with the customer on ******* to address their concern and provide education on approved uses for the *** product.

• Initial Complaint

  Date:02/01/2023

  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.

  Re: Fulfillment partner:******************* DOB 1/14/56 ******** Deancare Vendor for sensors is ******** I am very disappointed in this vendor. Every time its time to refill the Rx there is delay after delay ******** shows no sense of urgency in requesting ******** required info from my PCP. Or pre auth from Deancare. Their process is not comprehensive and causes delays in refilling my Rx. I am on my last sensor and they are still requesting info one piece at a time. I rely on these sensors. They have helped me manage my blood sugar and brought my A1c down significantly. Is there another vendor I can use? This is extremely frustrating and time consuming making multiple calls each 3 months. It gets right down to the wire and I cant imagine what would happen if I wasnt on the phone every day pushing this forward.Please advise!

  Business Response

  Date: 02/10/2023

  Abbott Diabetes Care **************** reached out to the customer on ******* and ******* to address their concern. Abbott Diabetes Care **************** was unable to reach the customer and left a voicemail after each attempt with instructions on how to reach out.

• Initial Complaint

  Date:01/14/2023

  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 2 Sensors. I have been on these sensors since April 5 2022. they are prescribed two sensors which run for two weeks (14 days ) each sensor. I had only one day then got message to replace sensor after only one day. they costs me $30.00 each retired money is tough. you ****** the sensor and there seems to be a 40% failure rate this seems high. When you contact Abbott they answer but many steps to get resolution.

  Business Response

  Date: 01/23/2023

  Abbott Diabetes Care **************** reached out to the Customer on *******, *******, and ******* to address their concerns, but was unable to get in touch. Abbott Diabetes Care **************** left voicemails for the Customer with directions to return the call, but no call has been returned yet as this time.

  Customer Answer

  Date: 01/24/2023

   
  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:01/07/2023

  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 purchased 2 freestyle libres today. Both devices were defective with a s**** sticking out of the back after application. The devices are for my dog and prescribed by a vet. **************** in the country advertises these devices for Abbott and the profit billions from pet owners. When asked to replace the 2 defective devices I was told that they dont cover replacement for pets. No where online is there a statement from Abbott that these are not approved or tested for pets. Not even sure why a vet can prescribe them

  Business Response

  Date: 01/13/2023

  Abbott Diabetes Care **************** spoke with the customer on ******* to address their concerns. The Abbott Diabetes Care **************** explained to the customer what the regulated and approved usage is for the *** product, and how that relates to the warranty policy.

• Initial Complaint

  Date:12/27/2022

  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.

  About 6 months ago a veterinarian prescribed the Freestyle Libre 2 CGM for my diabetic dog. The sensors last for only 14 days. In those 6 months I've had 7 sensors fail. Abbot replaced the first 2 but now they won't replace them anymore because 1) I can't give them the serial number they have requested because there isn't one on the unit. 2) I'm now told that these monitors are not warrantied on dogs. A vet prescribed it, a pharmacy filled the prescription -- ALL knowing it was for a dog. Nowhere on the box or that I could find on their website saying there's no warranty when used on a dog.

  Business Response

  Date: 01/04/2023

  Abbott Diabetes Care **************** spoke with the Customer on ******* to address their concerns. Abbott Diabetes Care **************** explained to the Customer regarding their ADC products about the regulated approved usages and warranty policies. 

  Customer Answer

  Date: 01/08/2023

   
  Complaint: 18646050
  
  I am rejecting this response because: The *** sensor is widely used for animals. Obviously the vet, the pharmacy and Abbot all knew it was being used on a dog yet not one warned me that Abbot would weasel out of their warranty by claiming it's only "approved" for humans.

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

  Business Response

  Date: 01/16/2023

  Abbott Diabetes Care **************** spoke with the customer on ******* to further address their concern. Abbott Diabetes Care **************** explained how *** regulations determine the correct and approved usages of Abbott Diabetes Care products for patients and how that impacts warranty policies.

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18646050
  
  I am rejecting this response because:

  Thank you for your attempt to help in this matter but the business has made their position clear. They will not stand behind their defective product and the ash heaps of corporate history clearly show they have that "right". The $200 I lost on them is not worth wasting anyone else's time over. I will pursue in a different venue. I understand you are limited in what you can do but I always appreciate the effort and professionalism. I REJECT ********** in every way but we may consider this matter closed.  
  
  Sincerely,
  
  ***********************