Complaints

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

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Medtronic Diabetes has 14 locations, listed below.

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  Medtronic Diabetes

  18302 Talavera Ridge San Antonio, TX 78257-2605

• 

  Medtronic

  710 Medtronic Pkwy Minneapolis, MN 55432-5604

• 

  Medtronic

  6743 Southpoint Dr N Jacksonville, FL 32216

• 

  Medtronic CardioCare

  118-35 Queens Boulevard Forest Hills, NY 11375

• 

  Medtronic Inc

  424 Rambler Rd Bel Air, MD 21015-6229

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:01/30/2024

  Type:Delivery 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 April 20, 2023 I placed an order on-line at medtronicdiabetes.com for some adhesive materials for use with my insulin pump. I paid for the order which was $59.94 using my debit card for my FSA. When the order had not arrived a week later I phoned Medtronic customer service on 4/27/23 and inquired about the status. I was told by ******* that there was no record of the order so I placed the order again over the telephone. The amount was again $59.94 and I used my FSA card to pay for it. The order arrived a few days later. A few months later while reviewing the charges against my FSA account I discovered that the order placed with Medtronic on 4/20/23 had actually been paid for even though I did not receive any items. I contacted a claims specialist for my FSA account who confirmed that the payment did go through to Medtronic. I was told that I would need to reach out to Medtronic and have them issue a refund. I phoned Medtronic's customer service and was told that there was no record of the 4/20/23 order or payment and that in order to escalate the investigation I would need to email a supervisor. I sent the email explaining the unusual situation and was told that I needed to take it up with my ************************** I again phoned EBC and told them what Medtronic had told me.The EBC rep and I had a conference call with Medtronic customer service. We explained the situation and provided documented proof that the payment was made to Medtronic. The customer service rep told us that she would send it to a supervisor for investigation. We asked to speak directly to the supervisor and were met with resistance. Eventually we spoke with a supervisor who was very rude. She was unable to resolve the situation so we asked to speak with someone who could. We were told that beyond her no one else had phones or could take calls. I asked to speak to her supervisor and she told me that I would have to wait for a return call. I have received no resolution.

  Business Response

  Date: 02/06/2024

  Please see attached response and resolution to Complaint #********

• Initial Complaint

  Date:01/10/2024

  Type:Delivery 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 use a Medtronic 780 insulin pump and receive supplies from this company to maintain my health. I am out of some necessary supplies and they wont fill customer orders. Costs are covered by insurance, but I cant use the pump without supplies. *** contacted them twice mow through their contact us page and they promise to contact you within 3 business days and that hasnt happened. Consumers need to be warned of these issues with this company.

• Initial Complaint

  Date:12/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying repeatedly to purchase extended wear fusion sets and understand that Medtronic believes my insurance will not pay for them, forcing me to submit the claim manually to the insurance company.Prior to purchase I have requested an itemization of what I am purchasing so that I know I can submit this to the insurance company. This includes the ***** code, Provider NPI, ICD-10 Code, etc. They have done this in the past.Now, they are refusing to provide this information. Stating that they will provide the invoice ONLY AFTER it has been paid. Further, the invoice does not include this information. Finally, the company is horrible on follow through. taking multiple hours and calls to get anything done. I need to have what I am buying in documentation before I am buying it.

  Business Response

  Date: 01/11/2024

  Please see attached document. 

• Initial Complaint

  Date:12/13/2023

  Type:Delivery 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 did not receive the product my Dr ordered or 1 month supply of Medtronic 4 transmitter and sensors. I do not see the required tape or any Medtronic sensors,. When I phoned Medtronic I was passed from one rep to another and nothing was resolved.

  Business Response

  Date: 12/22/2023

  Please see attached document. 

• Initial Complaint

  Date:12/13/2023

  Type:Delivery 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.

  Medtronic withheld diabetic supplemental supplies due to expired ************************** of benefits form. The items are a reservoir for an insulin pump & sensor, neither of which should be classified as a controlled item to the point this has risen to. Due to their delay I ran out of *************** pump stopped working causing me to go into diabetic ketoacidosis & be hospitalized. I remain hospitalized because of their failure to understand the seriousness associated with denying critical life threatening supplies. I am filling this complaint in hopes they will expedite approving & shipping my supplies before I go bankrupt in medical expenses.

  Business Response

  Date: 01/09/2024

  Please see attached document.

  Customer Answer

  Date: 01/09/2024

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/08/2023

  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.

  This company is not allowing patients to order insulin pump supplies for themselves. They dont even speak to people like they are not caring at all. They could care less weather or not my son had his supplies even though I told them hes out. They just dont care.

  Business Response

  Date: 12/14/2023

  Please see attached document. 

• Initial Complaint

  Date:11/22/2023

  Type:Delivery 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.

  Placed order for insulin pump supplies and continuous glucose monitoring sensors from Medtronic on 7 November 2023. Got email confirmation of order, then nothing. Checked on order through app, no sign of order. Called customer service ******************* system. **** srv rep re-placed order. I asked for overnight shipping as I was now out of both sensors and infusion sets. I agreed to pay extra for overnight. Today, 22 Nov, still no supplies. Called cust srv, told nothing shipped because ONE of THREE boxes of infusion sets was on back order. So.why not ship what is available?SUPPOSEDLY, my supplies are NOW being overnighted, and I am awaiting call from a supervisor. I am now back to old fashioned fingerstick blood sugar checking and will soon be back to old style insulin shots. Medtronic has really been touting their new Model 780 pump, but what good is it if you cant get supplies for it? Youd think a company thats focused on diabetic care would understand the importance if getting supplies in a timely manner. I feel that the overnight shipping charge should be removed as I did NOT receive my supplies overnight.Obtaining supplies is a chronic issue. When ordering online, the add supplies to cart button doesnt respond. After waiting several minutes with no response, you push again. Wait, no response. Usually after third click, it suddenly catches up; now, you have triple ******* in cart. When trying to reduce cart back to actual amount you need, it often completely purges your cart.Obtaining supplies from Medtronic is absolutely THE most frustrating experience Ive dealt with in healthcare.

  Business Response

  Date: 12/13/2023

  Please see attached document. 

• Initial Complaint

  Date:10/24/2023

  Type:Delivery 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 spoke with a Medtronic rep multiple times and requested the 7 day infusion set. Instead of sending me the product on the most recent prescription, Medtronic shipped the same old reservoir system. I have been waiting a couple of months and nobody followed up. Instead I was misled into thinking the new extended sets were being issued. Medtronic did not bother to notify me regarding the status.

  Business Response

  Date: 11/01/2023

  Please see attached document. 

• Initial Complaint

  Date:08/31/2023

  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.

  Continuous glucose monitoring sensors on back order for a month. Company has been contacted on a few occasions to get an update and request information as to why a medically necessary device to use in conjunction with a diabetic insulin pump is unavailable. Very brittle diabetic and CGMS is crucial to monitoring blood glucose levels.Pump is out of warranty and ******** will not authorize a different pump manufacturer. The Medtronic company has failed to correct their supply issue and together with ******** restrictions this is a potentially fatal outcome.

  Business Response

  Date: 09/08/2023

  Please see attached document. 

• Initial Complaint

  Date:08/21/2023

  Type:Customer Service 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 am using a continuous glucose monitoring device and it needs to be upgraded because it is no longer working and I have been trying to deal with this company for almost 2 months now and I keep asking for managers to call me and every time I wait on hold I wait for over an hour and I get hung up on and no one ever calls me back. This is causing medical issues due to my blood sugar not being controlled properly

  Business Response

  Date: 09/12/2023

  Please see attached document.

  Customer Answer

  Date: 09/12/2023

  Complaint: 20495876
  
  I am rejecting this response because:
  I am no longer interested in doing business with this company. After receiving the device I still cannot use it because they did not upload my information to their server so it's denying me access to use the equipment. Also I called regarding a problem with the equipment I'm already using from them and I got hung up on after 15 minutes and when I called back the person I was dealing with was literally screaming at me. I'm going to also file a complaint with the attorney generals office and the **** This company does not care about their customers and should not be able to provide medical devices. Imagine having to deal with something that is literally keeping you alive and you get hung up on and screamed at when you call because it's not working 
  Regards,
  
  *****************************

  Business Response

  Date: 09/18/2023

  Please see attached document. 

  Customer Answer

  Date: 09/19/2023

  Complaint: 20495876
  
  I am rejecting this response because:

  One voicemail was left and I immediately called them back. Last I spoke to the company, I requested a field agent to contact me to help me with ongoing issues with the infusion sets I have and I never heard back from them after that. I have already had an appointment with ***************'m already switching brands. This company needs to take back the supplies and provide a refund.

  
  Regards,
  
  *****************************