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

  7000 Central Avenue NE RCE 370 Minneapolis, MN 55432

• 

  Medtronic USA, Inc.

  6135 Gunbarrel Ave Boulder, CO 80301

• 

  Medtronic Diabetes

  37A Cherry Hill Dr Danvers, MA 01923-2565

• 

  Medtronics Billing Service

  5421 County Rd. 41 Helena, OH 43435

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:08/17/2023

  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 ordered a Medtronic 780G insulin pump on May 15, 2023. A prescription from my doctor was supplied and my insurance paid for the device on June 1, 2023. I have attempted to contact the company multiple occasions to check on the order status. They tell me each time they have received my order but cannot give me a date for the order to ship. No where on the website did it say that orders would take an extended period of time, until approximately July 2023. The company refuses to give a shipment date.

  Business Response

  Date: 08/25/2023

  Please see attached document. 

• Initial Complaint

  Date:08/17/2023

  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.

  I have received bad sensors for my Medtronic 770g insulin pump, I have contacted them many times on this and they keep on pointing fingers at ******** who is my medical supplier but the medical supplier gets the sensors from Medtronic's diabetes, I have gone through 15 sensors in 30 days which each sensor should last 7 days, some sensors only last 1 day. I have called Medtronic's and they have not done anything. I also put in for a upgraded 780 insulin pump back in May, they have not done a thing with that upgrade and now it is August and I still have not received the upgraded insulin pump. Medtronic's gets the money and does not send out the product or they send out bad products, we are talking about some ones life here and Medtronic's is just after the money

  Business Response

  Date: 08/25/2023

  Please see attached document.

  Customer Answer

  Date: 08/25/2023

  Complaint: 20483684
  
  I am rejecting this response because:  I never received any information on who to call, My endocrinologist even reached out to the sales rep and as normal I received no response from him/her,  it seems to me that Medtronic's is being lazy at getting back to me and have issues picking up the phone and calling me, I was the one who made all the phone calls, not once did Medtronic's make a call to my on information on the 780G pump upgrade, I had to sit on hold for hours and hours at a time just to get no real response from Medtronic's, 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/14/2023

  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 would like to set the way back machine to a time when Medtronic was a first class organization. I am 71 years old and have been a Type 1 diabetic for 48 years. When pumps first became available I bought a Medtronic as soon as I could. In those days Medtronic staffed themselves to take care of their customers. If you had a pump fail, they would have a replacement to you in 24 hours. I know because I experienced this. They realized that your supplies and their support was mission critical. In short, they took care of the customer. Let's move forward to today. I've read many of the BBB complaints, and they track consistently with my experiences. The new mantra for Medtronic is to emulate the business model that **************** has used for years. (I worked for them, so I know). Get rid of employees until you can no longer support your model, and then stress your remaining employees by overloading them with excessive workloads. This looks excellent on the balance sheet, but it destroys the customer relationship. This is where ********************** is today. Of course, this is just my humble opinion, but it is supported by several years of firsthand interface with these folks. I know what I am talking about.Let's talk about interface details: I am sure many of you have called the ************** and like me, you were met with an automated outgoing voicemail with various options. If you select one, you will go to a telephone that rarely answers. I have timed these calls and have spent 20 plus minutes multiple times waiting for it to answer while listening to product promotions. Not only do they not answer, but there is no capability to leave a message for a call back. In my forty years managing a region within a global sales force, I have never seen anything more absurd. I am sure that there is some logic to this behavior, but I it escapes me. I am leaving this complaint as a general overture for the details of my bad experiences. More will be forthcoming.

  Business Response

  Date: 08/28/2023

  Please see attached document. 

  Customer Answer

  Date: 08/28/2023

  Complaint: 20467544
  
  I am rejecting this response because:
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/19/2023

  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 submitted my request to upgrade my current insulin pump from a 770 to 780 back on May 15th. It has been in process ever since that time. My dr submitted a letter authorizing the pump upgrade back in June because I was told that Medtronic was waiting for authorization. Then I got on the phone on Monday July 17th and now Medtronic did not process the request right. For whatever reason a request was sent to my dr on July 1st (Saturday) . I have been given the run around since. When I asked to speak to a manager I was advised that they did not have authority to refer me to there manager.

  Business Response

  Date: 07/28/2023

  Please see attached document. 

• Initial Complaint

  Date:07/11/2023

  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 been a customer of *********************** since I was diagnosed with Juvenile Diabetes in 2009. I have the 670G insulin pump paired with the Guardian Sensor. Today, 7/11/23, my insulin pump sent me into DKA. My ***/insulin pump was reading a blood glucose of 133 mg/dL. My symptoms and how I was feeling did not align with that reading therefore I performed a capillary blood glucose which read off as 413 mg/dL. The *** is supposed to have a range of 20 mg/dL. That is a range of 280 mg/dL. This caused me to go into diabetic ketoacidosis, a potentially fatal complication of hyperglycemia in Type One Diabetics. I have been realizing a trend in the inaccuracy of my blood glucose readings therefore I started the process to switch to another insulin pump supplier, but was instructed to wait until 10/15/23 which is when my Medtronic insulin pump is out of warranty (under my old insurance policy that I no longer have- I am covered under a different plan). I called Medtronic today out of fear of my health and frankly, my life. I requested that my warranty be terminated early due to their equipment sending me into a medical emergency and I offered to submit a letter of medical necessity from my doctor. I was denied by not one employee, but two, and not one supervisor, but two supervisors. In the past, a letter of medical necessity is an omit all and was the only way to end your warranty early. Today, I was denied that privilege and am being forced to use an insulin pump therapy that I cannot rely on nor trust, which is not safe. 96 days is the difference between today and the date of my warranty ending. That is 96 days where I am forced to possibly have another medical emergency that can be potentially life threatening. A warranty or policy should not determine the safety of someones health and life and exceptions should be made when the situation is dire enough.

  Business Response

  Date: 07/17/2023

  Please see attached document. 

  Customer Answer

  Date: 07/17/2023

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

• Initial Complaint

  Date:06/23/2023

  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.

  Ive been trying to get my medical supplies for months every time I talk to a customer service rep. **** always say they need this paperwork and that paperwork from my doctor that the tell them be faxed them the paperwork for my test results. **** always say Medtronic it is not done properly, the doctor called him to go back-and-forth on the phone but Medtronic doesnt want to do right I need my medical supplies. Thank you.

  Business Response

  Date: 07/18/2023

  Please see attached document. 

• Initial Complaint

  Date:06/16/2023

  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 Minimed Diabetes has continually failed to ship products in a timely manner. My most recent experience was the result of my insurance company needing to override a limit on my prescription of one month's supply for my insulin pump at one time because I was going to be out of the country for 3 weeks. Notably, I started this process three weeks prior to my departure date, which I thought would be plenty of time. My insurance company contacted Medtronic to put in an order for me and explain that I needed them in advance of my regular shipment because I was going out of the country for 3 weeks. My regular order would've arrived after I left the country so I needed them in advance. My insurance company contacted Medtronic approximately 10 days before I was to leave. Medtronic said they'd ship them right away. When I checked a week later, my order status said it was processing. So I called Medtronic to find out why nothing had been shipped and to reiterate the urgent nature of getting my supplies to me before my trip. I was told they'd already been shipped but wouldn't reach me before I leave. Fortunately, I have just enough supplies to get me through my trip. But not enough for something to malfunction. I'm furious about them having been told by me and the insurance company about the urgency of the situation and then they apparently treated this as a regular shipment with no apparent consideration of the timeline. Additionally, because I wasn't sure my insurance company would approve the override, I ordered the necessary supplies and paid for them out of pocket, as the insurance company recommended I do. I still don't have those supplies either. Medtronic regularly fails to ship items in a timely manner. But I've never had such an urgent situation where they apparently disregarded the situation. They're dealing with supplies that keep people alive. Such shoddy practices for responding to urgent requests are inexcusable.

  Business Response

  Date: 07/14/2023

  Please see attached document. 

  Customer Answer

  Date: 07/17/2023

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

• Initial Complaint

  Date:06/12/2023

  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.

  My daughter has type 1 diabetes and is on a Medtronic insulin pump and continuous glucose monitor. Her pump failed yesterday, we spoke with a Medtronic representative immediately following, and I was told the pump would be overnighted via ***** to arrive today, 6/10. To my surprise, I received shipping confirmation this morning from *** with an expected delivery date of 6/12. I have spoken with multiple representatives today expressing the urgency of the situation involving the need for this equipment as originally promised, as my daughters blood sugars have been high despite following our prescribed backup plan for the past 24 hrs. I also spoke with a supervisor, and unfortunately he cannot facilitate delivery of the device today either. The tracking information provided by *** shows that the device was in ********* as of today at 6:27am. I then proposed driving an hour to the ********* *** warehouse to pick up the device. However, upon calling *** and speaking with an actual representative, providing the tracking number I was told the device is actually still in ********. I was told the tracking updates provided by *** are automated updates of where the package should be (not the actual location), so now they cannot even guarantee delivery 6/12. I am thoroughly disappointed with the customer service provided by **********************, or lack thereof. I have relied on Medtronic for diabetic services since my daughter was originally diagnosed over 20 years ago, and am repeatedly let down with issues involving lack of empathy and incompetence. I have already discontinued use of Medtronics services related to my other child, who once also had a Medtronic insulin pump and CGM. I can assure you that as soon as my daughter is eligible based on her medical insurance, I will be doing the same for her.

  Business Response

  Date: 07/05/2023

  Please see attached document.

• Initial Complaint

  Date:06/09/2023

  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.

  Greetings,In December of 2022, I have contacted MEDTRONIC to place an order. I informed them that I am having a new health insurance, and I need to know my copay/insurance before placing the order. They told me we will call you before we ship the order to let you know how much you owe. I got call few days after and the employee told me "I have good news for you, you have no financial responsibility and the insurance is completely responsible". I agreed to get the order according to what she said!two months after I got a bill for $500, and I called them to inquire about it, they told me it's coinsurance for that order, I informed them what I have been told by their employee and I asked them to review the call, they refused and they threaten me if i don't pay the money they will report me to credit agency. They refused to transfer me to supervisor until the moment (last call today June 9/2023 around 2:40 pm. I would really appreciate if you can help me with this issue, I am completely dependent on their supply and I can't survive one hour without treatment.Sincerely,*******************************.

  Business Response

  Date: 07/10/2023

  Please see attached document. 

• Initial Complaint

  Date:06/05/2023

  Type:Order 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.

  Attached bill from Medtronic shows 3 charges for 2021 and 1 for 2022. Additionally, the bill was due on the spot. I am a Type 1 diabetic and need to keep my supplies coming to stay alive. The company was asking for $1121.60 immediately. The only concession the company made after i expressed my concern on the amount was a 20% discount to help (paid $897.28). With the cost of health care and this economy no one has $1100 laying around. I was forced to sacrifice other family bills to make sure my materials for my insulin pump keeps coming. Why were these one and two year old charges/bills not submit in 2021 and 2022. I am forced to pay for their poor recordkeeping/billing procedures. I have been with the company for 26 years and have never not paid a **** received.

  Business Response

  Date: 06/16/2023

  Please see attached document.