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:12/22/2022

  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.

  on Tue, 12/20/22, i purchased a Freestyle Libre 2 device from CVS pharmacy at the recommendation of a Vet for my dog who was diagnosed with diabetes this year. The device cost about $73. On Wed, 12/21/22, the device was implanted and activated. i was unable to scan anything the first day until 3am, 12/22/22 and when i woke up i attempted to scan the device again and it gave me an error stating the device is no longer active. I contacted the pharmacy who told me i had to contact the manufacturer. When contacting the manufacturer, they went through all of my personal information and documented everything only to tell me there was nothing they can do for the device i purchased that was defective. They then went on to tell me it was broken because it was implanted on a dog. i have used this device once before with no issues so i know this is not the case. they stated they could not provide any compensation or a replacement due to the implantation on the animal even though it was a defective product with a bad battery. i explained that i spent the last $75 i had on this device and i expect it to work or for there to be a solution. they were unwilling to help a paying customer and everyone refused to take ownership of a defective product that they sold. They kept mentioning my animal but it was the battery/device that was defective. it had nothing to do with who it was put on. it was broken when it was taken out of the box and they refused to do anything about it. They have stolen my money with no remorse or intention to do anything about it. The representative told me he would escalate but he doubts anyone will call me back or do anything about it. This is a terrrible business that needs to be held accountable for the products they sell and for stealing peoples money unnecessarily.

  Business Response

  Date: 12/28/2022

  Abbott Diabetes Care **************** got in touch with the Customer on ******* to provide education and resources on the intended use of the Abbott Diabetes Care product.

• Initial Complaint

  Date:12/20/2022

  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 have been using FreeStyle Libre & 2 for over the past 5+ years. I initially had problems with them constantly coming off and still do randomly. When you call to get a replacement, it's like you are on trial and the customer service is the absolute worse! I am now constantly getting "sensor error" Glucose reading is unavailable. Try scanning again in 10 minutes. Then, right after, I get a critical alert stating Replace Sensor; Your Sensor is not working. Please remove your sensor and start a new one. I just received a new shipment of sensors that's a 3-month supply. I placed the very first one on from the box and received this same message right after placing it on and receiving notification that my sensor is ready for use after the 60 min wait. I then placed the 2nd one on from the box and received the same exact message. I called today and spoke to a very condescending rep who was beyond combative and constantly talked over me. I asked to talk to her supervisor. She asked why. I explained why and she told me that they are too busy to take my call. After challenging her response, she finally got someone on the phone named ****** who said that she was in consumer relations or something like that; then, she later said that she was a supervisor in technical support after I told her that I had asked to speak to the other person's supervisor. ****** had a very unprofessional attitude too. She even told me to contact my endo doctor to use something else if I am not happy with the Freestyle Libre. That is the worst customer service response ever! She too had a sassy attitude and condescending. She refused to hang up knowing that I was trying to take the survey. I also asked ****** the address of their headquarters so that I can write a complaint and BBB review & complaint. She said she couldn't give it to me. I asked for the city & state; she told me the headquarters is in **********. She lied! Her demeanor was not the quality of any supervisor! I'm calling ********

  Business Response

  Date: 12/23/2022

  Abbott Diabetes Care **************** team reached out and spoke with the customer on ******* regarding their complaint. To help set expectations with the customer for future conversations, the ********************** **************** team provided additional information regarding Abbott's complaint reporting process.

  Customer Answer

  Date: 12/27/2022

   
  Better Business Bureau:
  
  I had a very good conversation with *******. After that conversation, I felt very confident that they will make the necessary steps to improve customer service. She was very understanding had outstanding listening skills and let me vent.  She understands the importance of individuals with diabetes not having stress as well
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/09/2022

  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.

  Abbott Freestyle Libre 14 days prescription was filled for SIX sensors (3 month supply) November 1, 2022. The week of December 5 put on my second sensor after the prior one finished its 14 days, and the sensor could not be read by my iPhone when the prior one was being read just hours before. Several phone calls to support at Abbot, no explanation they could not fix it on 12/08/2022. Called different number 12/09 was informed the sensor app is no longer compatible with current IOS and no plans to fix that issue and support then hung up. I looked online for more details and discovered these sensors are discontinued, but no one informed the consumer at pharmacy or email (I am in Abbott database having used the product for >3 years) I spend in excess of $200 for a product that should have been pulled form consumer sales, Request Abbot replace all 4 remaining sensors with acceptable replacement i.e. Freestyle Libre 2 or Freestyle Libre 3 (I don't know what is the version to use now - no professional help from Abbott support on this). Left without monitoring is a consumer life safety health issue for a diabetic.

  Business Response

  Date: 12/16/2022

  Abbott Diabetes Care **************** team was able to get in touch with the customer on ******* to provide education on the product usage. Additionally, the Abbott Diabetes Care **************** team explained that at this time, we will still continue to provide support on his product should he need further assistance.

• Initial Complaint

  Date:12/06/2022

  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.

  In March of **************************************************************************************************** 2017. On August 26th I had to have that generator replaced due to dying after only 1 yr and 5 months. All the batteries that I have used in the past have all been 5 year batteries and have lasted over 4 yrs. The battery replaced in 202 was a Abbott generator. I have since had to switch companies and use a generator that requires me to charge my batter every day. I am appauled at the service that I have endured with this replacment and **** received over all No one has talen responsibility for this generator dying way too soon. I had to pay several thousand dollars to have the battery replaced in 2021 and now another several thousand dollars for a 5 year battery that dies in 1 yr and 5 months. They should be responsible to pay the surgery fee for this based on their equiptment being faulty.

  Business Response

  Date: 12/19/2022

  : Thank you for bringing your concern to our attention. At Abbott, the health and safety of patients who utilize our products is our top priority, and we take all complaints seriously. We look forward to speaking with you about this concern. Please call us at **************, Option 6, Monday through Friday,7:00 a.m. to 4:00 p.m. PST.

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18532480
  
  I am rejecting this response because: I contacted the company and they are currently working on the issue but, need time to investigate. I made the business aware that I can't accept the response until it is resolved and they understood that. I am in contact with someone and they will be in contact with me but, as of right now the issue is not resolved.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/04/2023

  Dear *************************,
  
  Rest assured Abbott will continue to make good-faith efforts to address your concerns. While this may take some time, our team will contact you soon to provide an update.  
  
  Sincerely,
  
  Consumer Relations
  Abbott

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18532480
  
  I am rejecting this response because: I have made the company aware that I cannot accept their response until the matter ahs been resolved. As I am grateful they have reached out to me to let me know that they are working on it. It is not yet resolved it is in the investigation process and that is unknown at this point. I do appreciate that they are working on it and reaching out to me to give me updates and not just leaving me hanging.

  Thank you,
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an at-home Covid test (BinaxNOW by Abbott) from this company from my local ******** When I got home and opened it, I found it was missing the reagent that is needed to conduct the test. ********* policy did not allow returns of "specific items" so I contacted the manufacturer (Abbott) to request the refund. I sent them all the information they asked for, including specifics of the test and my receipt. I was told they submitted the claim for approval and they would get back to me. I sent several follow up emails asking about the status, with no clear answer given. My last email went unanswered, so I called the company. I went through a similar process with the telephone agent, and a few days later was called back and told the refund would be processed. I have still not received the refund, or any communication. The original email was sent on August 14th, 2022. The refund amount is "only" about $20, but I am very unhappy with their willingness to help and make things right. I feel like a company in the public health sector should be more transparent, and should be ******* to make sure other tests were not faulty as well. My experience raises the question of 'how many other people had a similar experience and just let it go?'The case number they gave me is ******** (KMM14020976V86821L0KM).

• Initial Complaint

  Date:11/08/2022

  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.

  I took a Alcohol and Drug test for my employer (CTA) on 10/31/2022 and it was supposed to take 48 to 72 hours for my results but it took 96 hours I started calling inquiring after 72 hours and was lied to I call at 2pm they sent my results in at 340pm I miss a special event at work because of the delay and my test *** Negative and my employer said they didnt know why my test was delayed Im stuck at this work location when I could have transferred because my results came back too late my sister took her test on 11/2/2022 and her was back before mines was I called for my result then they did the test and sent the results in not acceptable

  Business Response

  Date: 11/21/2022

  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 tried to reach you by phone to discuss your experience with our product and were able to leave a voicemail for you. Please call us at **************, Monday through Friday,8:30 a.m. to 5:00 p.m. (EST).  

• Initial Complaint

  Date:11/08/2022

  Type:Order 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 diabetes and cant afford freestyle libra 3. ***** wont let me on the savings Program because I have ******** which does not cover the freestyle unless you have insulin. I dont have insulin so they Wont pay. I want to get on the savings program thats offered.

  Business Response

  Date: 11/11/2022

   Abbott Diabetes Care **************** team reached out on ******* to address the Customer's complaint and provided additional resources.

  Customer Answer

  Date: 11/13/2022

   
  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,
  
  *********************
  Thank you.

• Initial Complaint

  Date:10/29/2022

  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 Libre Freestyle meter fell off after 2 days use and I called on 10/27 and was told I would have a new sensor by 8pm on 10/28. Nope. Now when I call they said it should arrive by Monday so now I will be without a sensor (NOT ABLE TO TAKE MY MEDS BECAUSE I GET NO SYMPTOMS OF HYPO and can not possibly ***** my finger often enough to feel safe on insulin!) for 5 Days! So I called again and they supposedly sending an email voucher but are saying it can take 12 hours to get the email! By then the pharmacy will be closed (close early on Saturday and closed Sunday). I will be in the **** hospital before I get a sensor replaced. Horrible customer service!

  Business Response

  Date: 11/04/2022

  Abbott Diabetes Care **************** reached out on ****** to address her concerns and provided a replacement.

  Customer Answer

  Date: 11/06/2022

   
  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:10/13/2022

  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 freestyle libre sensor read in error a low blood glucose reading in the middle of the night. The was not a one off, but rather it happened on at least 2 additional occasions. I called the customer service and was connected to supervisor ******, who went through a litany of questions to gather information about the malfunctioning device. I she noted that the device is expired but I told her the device was not expired during the incidents. I was on the phone for 39 mins but when I asked for a refund she said it would have had to be within 30days. Which would have been impossible because I did not use the devices consecutives (a plan determined by my doctor).She also prior to informing me about the 30days, she asked if my devices were covered by insurance and if the was gov't or private insurance, which I took to mean I was trying to return devices for which I did not pay for. I told her I was asking for a refund for the copay required.

  Business Response

  Date: 10/21/2022

  Abbott Diabetes Care **************** reached out on ******* to discuss ********'s complaint and explain the next steps. The Customer provided follow-up information on 20OCT22 for Abbott Diabetes Care **************** team to proceed with the Customers request.

  Business Response

  Date: 11/21/2022

  Abbott Diabetes Care **************** team reached out on ******* to provide additional clarification on Abbott Diabetes Cares return processes and procedures to assure the Customers concern is being handled accordingly. 

• Initial Complaint

  Date:09/28/2022

  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.

  Purchased 9/2622022 Pen bent in my arm and would not work . Had to open a new pen and replace. Need another pen.

  Business Response

  Date: 10/07/2022

  Abbott Diabetes Care **************** reached out on ******, ******, and ******, but was unable to get in touch with the Customer. Contact information has been provided, but the Customer has yet to respond.