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

  200 Abbott Park Rd North Chicago, IL 60064-3503

• 

  Abbott Lab

  16732 Harney St Omaha, NE 68118-2750

• 

  Abbott Laboratories

  4900 Hopyard Rd Pleasanton, CA 94588-3344

• 

  Abbott Laboratories

  6255 Sheridan Dr Ste 406 Buffalo, NY 14221-4825

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:12/03/2024

  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.

  I bought a ******** test kit. The kit was faulty. I went to ********* to get a refund and they told me there was no refund. I reached out to ******** and they told me that they would not refund me my money even though it was a faulty kit. I bought a different brand at *** and it worked fine. All I want is my money back. No refund of a faulty product is bad business practice. 

  Business Response

  Date: 12/18/2024

  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).

• Initial Complaint

  Date:12/02/2024

  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.

  Ive been using freestyle Libre 2,3 and 3 plus for a few years. The failure rate is very high on these sensors. I recently had 2 fail back to back and have asked for a replacement one 1 and was emailed I have exceeded the replacement limit. I called and spoke to **** (supervisor) who said Ive exceeded the limit wait til my limit is up. Why is There a limit on a faulty product??? When it works it works great when it doesnt it trash. Ive been waiting months on a Libre 3 sensor to be replaced apparently back ordered. Ive been using the Libre 3 plus and have a bad sensor that was coded 365 on 11/29 and another Libre 3 coded today 12/2. Im paying for these items along with my insurance and they are faulty!! When a product is faulty replace or refund!! Abbot says no. Not their policy! Just out the product and the money. This is bad business on their part bordering on scam since they know the fail rate is high but they put a cap on how many you can replace and refuse to refund.

  Business Response

  Date: 12/04/2024

  Customer has been accommodated in the past even though the replacement number was excessive at that time. More recent customer history also shows an excessive number of replacements. As such, a recommendation was made to the customer for suggestions from her *********** provider, since she is not eligible for any further replacements. 

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22629821
  
  I am rejecting this response because:
  

  Cannot believe that the amount of  sensors I have purchased that were faulty is the reason for turning down replacements.  Bad faith on your part! Ive paid, my insurance has paid, I have proof they were faulty in the app freestyle provides! I have screen shots of faulty readings. I do not accept this response! 
  Thank you

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

  Business Response

  Date: 12/16/2024

  Hi - 

  Due to the excessive number of replacements, we are unable to replace any more sensors, this customer is not eligible. From the history, we can see that this product is not working correctly for this customer and simply replacing more and more sensors is not addressing the issue. It's evident that this customer is not able to safely monitor their glucose levels. We regret that the product is not working for this customer but also understand that the more important issue is patient safety through effective, and reliable glucose monitoring. 

  Thank you - 

   

  Abbott Diabetes Care Customer Support

   

   

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22629821
  
  I am rejecting this response because:

  As I stated I like the product when it works it works great. I just took one off that worked the entire time. I just put a new one on and its looking good so far. My grievance is when I put some of them on they either never read above L0 until they end up saying replace sensor. Or they say wait X amount of hours and then say replace sensor. Those are the only ones Ive asked replacements for. Im not trying to abuse the replacement system you have in place just simply the ones Ive paid for. Some of the replacements that were sent to me 365 after the first hour was up. I have worn them for a few days with bad reading hoping it would recalibrated and say sensor unavailable for X hours and its worked a few times.  Were talking about 2, (3 plus sensors) and 1 ( 3 not the plus that was already approved back in August for a new sensor) but I believe they are backordered.  I spoke with my endocrinologist and he said sometimes they work sometimes they dont. 

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

• Initial Complaint

  Date:11/27/2024

  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.

  The problem is with availability of Similac Sensitive baby powdered formula in the large cans. Since August, 2024, it has been very difficult to find large cans of this formula to purchase at ********, Targets, on ****** and at the Abbott store online. I have been given reasons such as distributor issues at the retail level. to supply chain issues, to a lag in manufacturing. Today, November 27, 2024, I once again called Abbott about this formula. I was told by *******, that she did not know the reason for this item not being available. I am suppose to receive a call back today from a manager. I'm still awaiting the return call. There is not a problem with the availability of the small cans (12..5 oz). The small cans at ******* and ****** are $19 and change. Four of the small cans are equivalent to a large can. The large can is priced at $35 and change. The large can is far more economical than purchasing 4 small cans. ($80 for 4 as opposed to $35 and change for one large can) I do believe there is something nefarious here. Abbott cannot provide a logical reason for the lack of availability of large cans of Similac Sensitive. Abbott is price gouging! They are not being forthright about why this product has not been available on store shelves and online since August of 2024. I hope to receive a logical reason. If not, they should provide an ongoing free supply of the small cans until the large cans are back on store shelves at the $35 price! I did receive a call back as I was typing this. ******* gave no satisfaction. No reason for unavailability was given other than to say it was manufacturing. ******* did not even offer compensation for Abbott's nefarious action. ******* provided no help even when asked to speak with individuals higher up. She told me they had no further explanation than what she gave me. Abbott is a horrible company!!

  Business Response

  Date: 12/03/2024

  Dear ***** *****,
  
  We know families depend on us to provide safe and reliable formula for their babies, and we are sorry to hear you are having difficulty locating Similac Sensitive value size powder cans near you. At this time Similac Sensitive29.8 oz powder has not been discontinued and we are doing all we can to restock as quickly as possible. We anticipate inventory of this item to improve in the coming weeks, but please keep in mind it is up to the discretion of the retailer as to what products and sizes they offer to their consumers. You may wish to speak with the store manager to see if this item can be ordered specifically for your family.
  
  We recommend using our Find a Retailer tool on ************************** to find major retailers online and near you that stock Similac products. Due to rapid inventory changes, we advise you to also call ahead to verify availability. Often, our products are available for purchase from store websites with the option of delivery or store pick-up. Additionally, we suggest checking smaller stores and drug stores, which may not be out of supply when the bigger stores are. Using our Find a Retailer tool, we are showing that the following stores have this product available as of today for purchase:
  
  Walgreens     
  ****************************************************************************;    
  ************
  
  Walgreens     
  *************************************************************;  
  ************
  
  Walgreens     
  *************************************************************************************************; 
  ************
  
  We have requested a generous mailing of manufacturer coupons to assist with future purchases of Similac Sensitive, which will arrive via US Mail from Abbott in the next 7-10 business days. Should you have additional questions or concerns,you are welcome to contact our Similac team directly at ************, M-F from 8:30am-7pm, ET.
  
  Sincerely,
  
  Consumer Relations
  Abbott

• Initial Complaint

  Date:11/27/2024

  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 9 year old Daughter has type 1 diabetes and I have diabetes as well. I had her start with the Libre system from Abbott because i was using and was familiar with the product. I have regretted doing against her doctors recommendation of using Dexcom. We have replaced several sensors with timeout issue and most recently, because my daughter is not old enough for a phone have received 2 faulty handheld scanners from Abbott. This is a huge inconvenience because she keeps hurting herself by injecting the sensor into her small arm and the scanner not recognizing the sensor. We called CS twice and were told to run diagnostics which we did, but they were only able to replace the first bad one, we needed to go back to our insurance which is a nightmare. They just lost 2 customers, i will be doing whatever it takes to switch to Dexcom as the way the supervisor ******* in **** was so calmly dismissive of our reasonable request. I offered to send them their inferior product so they could improve. I now see why ****** leads the industry and will never forgive Abbott for their greed and unwillingness to help my 9 year old. 

  Business Response

  Date: 12/04/2024

  Customer was contacted on 11-29-24 and customer agreed to have reader replaced as a solution. 

• Initial Complaint

  Date:11/16/2024

  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.

  I have had many bad libre 2 censors and now they will not replace the bad ones yet they have no policy to determine when the refusal is appropriate. I cannot help that they manufacture a a inferior product yet I am paying the consequences. I would much rather have a good quality product then having to go through the rig a ma roll of replacement. I would like them to provide replacements for the 2 they refused to replace along with an understanding that they replace any other defective sensors. I as a blind person cannot get to a shipping location to return the defective sensors yet they will not pay to have them pickup. Please do what you can to alleviate this problem.Thanks. 

  Business Response

  Date: 11/18/2024

  Spoke to customer in detail and was able to come to a resolution. Customer stated that he was satisfied with the outcome. 

  Customer Answer

  Date: 11/18/2024

   
  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:11/16/2024

  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.

  I bought a BinaxNOW COVID test made by Abbott from my CVS a couple weeks back. When opening it today to use it, I found it only had ONE test kit inside despite me paying for 2 test kits, as the packaging said. This is not a discrete occurrence and has happened at least 4 other times over the last 4 years when I buy this brand of COVID tests. I thought it was just them getting up to speed on making these during the pandemic but now it too far from that and a serious sign of poor quality control when packaging these products. I am astonished a company of this size cant ensure all its packs have the right number of test kits and more important it is costing me, the consumer, double what the product is worth since I only get 1 test kit. Because this has happened multiple times I would like to receive 4 replacement packs of BinaxNOW packs with 2 COVID test kits, to make up for the missing ones over the last several years but prompted my this most recent purchase. Also Abbott needs to fix this. 

  Business Response

  Date: 12/04/2024

  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: 12/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. ******************** responded to my inquiry to then and sent me 4 replacement COVID-19 test kits which I accept as resolving my immediate concern. However they still need to improve their quality control so that other consumers do not have to go this route. Thank you BBB for your prompt action too! 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/15/2024

  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.

  Purchased two diabetes sensors (FreeStyle Libre) from Publix pharmacy and experienced errors with incorrect readings. I called Abbott, manufacturer, about defective product and after multiple interactions they said if I provided a receipt they would issue a refund. it has been month since I sent that receipt in May 2024. I have confirmed that they received the information requested and that they verified purchase with *************** yet they wont send me the refund check for $60. I called today as a final attempt and it ended with the same response that they would have to look into why a check wasn't sent to me.

  Business Response

  Date: 12/03/2024

  Customer was already responded to on ******************** website under separate ticket. Please refer to that ticket for latest updates showing amicable customer solution. 

• Initial Complaint

  Date:11/14/2024

  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 had prescription coverage for the FreeStyle Libre 3 GCM for about a year and the FreeStyle Libre 2 for several years prior. Recently, the *** in my small town has been unable to fill the prescription for my CGM, continuously canceling the order, stating that the item is backordered from Abbott for about the last three months. As an alternative, I contacted my physician to change to either a FreeStyle Libre 3 Plus or a Dexcom G7. When I contacted Dr. ******** *************** office at ***************, I was told that Dr. ************* would be out of the country for the last three months of the year, and I would need to wait until she returned to change my prescription. This glucose monitor is crucial for tracking and managing my blood glucose. Further inquiries to ************************** elicited a response from Shineky Nicarol *********, advising me to either try a different pharmacy or do finger sticks until the sensors are back in stock. Upon inquiry to Elixir / Medimpact, I was told I would need a "prior authorization" form to get a DexCom G7 covered, which is the same response they provide to every question. Elixir / Medimpact further stated that I would need "prior authorization" for the FreeStyle Libre 3, which Medimpact had already been covering for me for at least a year. This highlights that the customer service at ********* is simply providing rote responses to inquiries. The pharmacists at CVS in **************, ** are completely unable to tell me when I will be able to get my CGM prescription filled, transfer my prescription to another CVS, or provide any information at all, and just keep canceling the prescription without explanation.

  Business Response

  Date: 12/04/2024

  Freestyle Libre 3 sensors are currently shipping to pharmacies throughout the *************. Any unavailability is short term. Individual pharmacies should call their suppliers for availability concerns.  

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22559684
  
  I am rejecting this response because:

  CVS is telling me they are unable to obtain any stock at ANY of their stores in ********  My PCP has told me that there is no stock in ******* and that I will need to change to finger sticks or Dexcom.  

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

  Business Response

  Date: 12/05/2024

  Abbott maintains that sensors are shipping throughout the **** For additional information regarding sensor availability, the customer may call ******************** Consumer Affairs at ************. 

• Initial Complaint

  Date:11/01/2024

  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.

  The company has neglected to provide sufficient software updates for its Libre Free Style App, resulting in significant difficulties in monitoring continuous glucose monitoring (CGM) levels. Numerous reviews on the Apple App Store have highlighted the absence of these updates. Despite our efforts to contact the company, our concerns have been disregarded. While they acknowledge the receipt of our feedback, we require more substantial action, specifically the provision of updates. The companys failure to address this issue poses a grave risk to the health and well-being of its customers.

  Business Response

  Date: 11/05/2024

  Unable to make contact with Mr. ****** Left several voicemails

• Initial Complaint

  Date:10/30/2024

  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 pay $75 for one month of Libre sensors. These sensors very rarely will stay on for the entire 14 days they should be used even with wearing an over patch. This company is refusing to replace sensors that did not stay on for what they said they should. The agent I spoke to was rude and told me to find another product instead of theirs. It is unacceptable to charge someone so much for a product that will not last as long as it is supposed to. And then they refuse to replace what I paid my hard earned money for. 

  Business Response

  Date: 11/01/2024

  An outbound call was placed to the customer. Customer voicemail is full and unable to accept additional messages. 

  Will continue outbound attempts and update accordingly