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Business Profile

Pharmaceutical Manufacturer

Abbott Laboratories

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pharmaceutical Manufacturer.

Complaints

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

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Abbott Laboratories has 45 locations, listed below.

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    Customer Complaints Summary

    • 208 total complaints in the last 3 years.
    • 104 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/17/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 purchase freestyle Libre3 CGMs through ***** Healthcare. However, I was directed to contact Abbott Laboratories regarding faulty CGM sensors. I have purchased 6 of them and 3 of them had sensor failure messages. I have called 3 different times and when I called on 8-16-24 they stated they did not have record of my calls. They continue to give me the runaround and my health is at serious risk now because 3 of the sensors failed and I have no blood glucose monitoring. Abbott Laboratories is putting me at serious health risk due to the incompetence of their foreign call center. In need my 3 sensors replaced at no cost as I paid for a total of 6 sensors to properly function.  

      Business Response

      Date: 08/30/2024

      Abbott Diabetes Care **************** spoke with the customer on ********* to better understand the customers complaint, but the customer provided very ********************** information. Despite the limited information, Abbott Diabetes Care **************** issued the customer a warranty replacement product as a courtesy.

    • Initial Complaint

      Date:08/16/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      After obtaining a replacement from Abbott for approximately 20 consecutive Freestyle Libre 3 sensors due to (confirmed by Abbott) failure of their products, when I called more recently, this business' representative informed me that I had a Freestyle Libre 3 Reader problem, and promptly sent a new Reader to me. I was so pleased that my problem had been "resolved", and I happily used the new Reader and sensors successfully for around 2 months. Then it started all over again. I called Abbott, and was informed that I had reached my limit and they would not replace their products. I had already been advised previously that they would continue to replace their defective products provided they were not beyond the warranty period. My products were (and are) new! Although it was inconvenient to repeatedly return their products, I needed these items to perform as intended, since virtually every night while in bed, my blood glucose falls too low, putting my life at risk, especially if I have no dependable Continuous Glucose Monitoring system to warn me. 3 defective sensors later (or a 2nd defective Reader) I am looking for:1. Reliable information as to whether the Reader is working properly or whether the sensors are defective; 2. Replacement of the aforementioned defective product(s) ; and 3. Replacement for any additional parts which are defective in the future. I love this product when it is working! I just want a fair and acceptable resolution from Abbott. (Please restore my faith in your business, Abbott.)Thanks for your attention to this important issue.*************************

    • Initial Complaint

      Date:08/16/2024

      Type:Product Issues
      Status:
      Resolved
      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 switched from The glucose reader FreeStyle Libre 2 to the 3. I received ninety day supply, which is not cheap. None of the sensors made it through the 14 day cycle period! The longest one lasted 10 days. The shortest lasted 1 hour. The sensor wire does not stay intact or just stops working. I never had any problems with the Libre 2. These should not have been released. They were not ready, too many problems.

      Business Response

      Date: 09/09/2024

      Abbott Diabetes Care **************** made call attempts on *********, *********, *********, and ********, but have been unsuccessful in getting a hold of the customer. Voicemails have been left to advise the customer on how to contact ********************** ****************, but the customer has yet to reach out.

    • Initial Complaint

      Date:08/11/2024

      Type:Product Issues
      Status:
      Resolved
      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 Abbott's FreeStyle Libre 3 continuous blood glucose monitor. This product does not work. It's readings when measured against highly reliable Contour Next test strips are ridiculously higher, enough so as to render this product to be completely useless. I have tested it for accuracy repeatedly for several days and it has totally failed. The customer service service provided is completed uncooperative. I want to return it but Abbott refuses to provide a refund.

      Customer Answer

      Date: 08/12/2024

      The sensor of the FreeStyle Libre 3 does not work correctly.  When I check it's result against the proven to be reliable Contour Next glucose test strip which directly measures glucose in my blood,  the sensor number is 20 to 30 higher than the number obtained directly by my blood.  This renders the product as completely useless.  I don't want a replacement as I can no longer trust this brand.  I want a refund. I paid $43.56 at ******* on 8/7/24 with **** ending in 5616.

      Business Response

      Date: 09/16/2024

      Hello BBB Customer Relations,

      We would like to provide an update to complaint ID ********. Our ************* Team was able to confirm with the customer that their complaint has been resolved as of 11SEP2024.

      Regards,
      FreeStyle ************* Team

      Customer Answer

      Date: 09/16/2024

       
      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:08/07/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 signed up for an app that tracked baby progression. Abbott purchased my data and has now sent me multiple mailers and samples from enfamil and similac after I have asked them multiple times to remove my address from their mailing list. I received another mailer from similac again, after my requests to be removed.

      Business Response

      Date: 08/15/2024

      Hello,

      Please accept our apologies. We have processed your request to be removed from our mailing list. It is possible that you may receive additional mailings that are already in transit, as we are unable to recall anything that has been placed in the **** postal stream.

      Thank you for bringing this to our attention and we apologize again for any inconvenience this has caused.

      Please let us know if we can be of further assistance.

    • Initial Complaint

      Date:08/07/2024

      Type:Product Issues
      Status:
      Resolved
      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 diabetic and my doctor wanted me to use the FreeStyle Libre 3 blood glucose monitoring system. This was purchased in late April (4/21/24 is date on pharmacy sticker on box) along with two sensor units. The first two units worked fine, the following two sensors were defective however. The first one gave me an error message, I called Abbott/FreeStyle Libre and they said to just use the other sensor when I got home (I was at work) and return the faulty one. They said a replacement would be sent to me, and a box to return the defective one; it did arrive a few days later. I applied the second sensor I had and it nearly immediately malfunctioned (giving an error message after giving me an initial glucose reading of 43, which was drastically off after I checked myself with my old glucose reader. The reader unit itself appeared to be fine as I had spoken to someone with Abbott who had me give him serial numbers from unit, he said the reader was functioning correctly. At this point I no longer wished to use the device as I can't trust the sensors, and explained this on the next phone call. I was informed that I could return the unit, which I did (around June 24). The reader and it's cords, the unused sensor they sent me, the defective sensors, purchase receipts and the reference number were returned in the ***** box that they sent for the first sensor to be returned; I spoke with someone at Abbott after sending all in same box and he said that was fine. **************** has since been very evasive when I call and give them case number and ask about refund status. I get transferred several times usually and am given only a vague response of some kind (on the last call I was told someone would contact me when they had some information). I am not seeking a refund for first two functional sensors; for the next two defective sensors I would like to be reimbursed. I was told by Abbott the reader could be returned so I am seeking a refund for that also.

      Business Response

      Date: 08/30/2024

      After reviewing the available information and documents, the customer's requested resolution was approved and processed. Per shipping records, the customer's eligible reimbursement has been successfully delivered as of 23AUG2024. 

      Customer Answer

      Date: 09/04/2024

       
      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:07/30/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 applied for the abbot labs program Pathway plus for nepro lp because I have ckd. They told me my insurance ******** in ca doesnt cover it and wouldnt tell me which pharmacy to get it from. So I called ******** ca and they told me its covered under exception if you have ckd and no one tried to put it through . So ******** called Abbott to tell them California does approve nepro through medical rx program. Abbott said a manager of the program would call me back and no one has and ****** representative is insisting on not giving me the name of a pharmacy or after talking to the state of California medical acknowledging what they said that it is approved for ca under medi cal rx exception.

      Business Response

      Date: 08/08/2024

      Dear *********************,

      We understand your concerns and have been resolved with our Pathway Plus team. Should you have additional questions, you are welcome to call ************, Monday-Friday from 8:30am-5pm, ET.

      Sincerely,

      Consumer Relations
      Abbott

      Customer Answer

      Date: 08/08/2024

       
      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:07/25/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Continuous glucose monitors were defective. Contacted company to request refund. They told me to return product, which I did. They told me they lost the returned product, I provided tracking number (9534 6124 4532 4123 9750 21). They asked me to resend a picture of the receipts so they could contact the pharmacy, which I did, and they acknowledged receipt. They told me the refund would *********** weeks. I waited. Every phone call since is a run around. Despicable customer service. I demand a refund as discussed and agreed upon. I've done EVERYTHING they've asked me to do. this is unacceptable.

      Business Response

      Date: 08/30/2024


      After some processing delays, the customer's request has been reviewed and their requested resolution has been approved and processed. Per shipping records, the eligible reimbursement has been successfully delivered to the customer's provided address as of *********. 

      Regards,

      FreeStyle ************* Team

      Customer Answer

      Date: 08/30/2024

       
      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.  What is not satisfactory, however, is the subterfuge in attempting to escape their responsibilities in this matter.  I would like it to be noted that, while I received a refund, the time and effort put into achieving this result were utterly ridiculous.  This is not a scrupulous firm and I would not recommend that anyone do business with them, if it can be avoided.  I have complaints into other agencies that I hope will result in further sanctions.

      Sincerely,

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

    • Initial Complaint

      Date:07/16/2024

      Type:Product Issues
      Status:
      Resolved
      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 glucose meter worked for less than 3 days. Contacted customer service. According to customer service and my veterinarian free style libre 3 can be used on dogs but customer service stated it.is not warranted for dogs only humans. Does not have that in writing in their instructions

      Customer Answer

      Date: 07/29/2024

      I bought the FreeStyle Libre 3 on 7/3, started using 7/9, it worked for 2 days. Phoned company on 7/11, no resolution Messaged on 7/12, received call back 7/13, was told they wouldn't do anything about meter not working Paid $45, was supposed to work for 14 days not 2 days

      Business Response

      Date: 08/13/2024

      All published literature regarding Abbott Diabetes Care products, including the product user manuals, have stated that the products are intended for humans to manage their diabetes. Abbott Diabetes Care **************** spoke with the customer on ********* and explained that any products that were used outside of the approved and intended use would unfortunately void the product's warranty and therefore would not be eligible for warranty coverage with Abbott Diabetes Care. 

    • Initial Complaint

      Date:07/08/2024

      Type:Product Issues
      Status:
      Resolved
      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 user of ********************** libre sensor 2. Of the last 6 boxes purchased 3 boxes ended in 7 days not 14 days as marketed and sold. I called Abbott Laboratories 2 times with the issue and was confronted by the worst customer service experienced. Of the 3 defected boxes only one was replaced pending sending defected one back. The log on each customer's sensor reader clearly informs when sensor errors occurred this was read to customer service but still received only one replacement. My insurance will not pay for prescription refill for 10 more days due to a problem that was defected and sold to diabetic patients. There are several complaints online and this company need to be held accountable for knowing of the problems but responding to customers with bullying tactics because they are informed by their doctors and pharmacies to contact the manufacturer of the product

      Business Response

      Date: 08/13/2024

      In reference to complaint #********, our Customer Service team spoke with the customer on *********. 

      The customer's concern was discussed in more detail and additional eligible replacement were issued to the customer. The call was concluded after confirming with the customer that their concern had been addressed to their satisfaction and that they did not have any further questions. 

      Regards,
      FreeStyle ************* Team

      Customer Answer

      Date: 08/13/2024

       
      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,

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

    Abbott Laboratories is NOT a BBB Accredited Business.

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