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

  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:05/18/2023

  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 called Medtronic multiple times regarding filling a prescription for a cgm. They referred me to a local trainer in Houston who never called me. A family member called to follow up, but the Medtronic receptionist said they couldnt find the prescription despite my ************* clinic stating they did indeed submit the prescription. Anytime I call their 1 800 number I get passed around to multiple receptionists who give incorrect information regarding the ordering process for cgm supplies and training.

  Business Response

  Date: 06/08/2023

  Please see attached document. 

• Initial Complaint

  Date:05/03/2023

  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.

  *** specifics I wish to be made publicly readable for anyone being offered a MiniMed series device by their endocrinologist: Never in my nearly three years of using this thing has it gone the full 12 hours between BG calibrations, as is stated by the product reps and literature. It actively and regularly deprives me of sleep. Yes, I calibrate it prior to bed. But like a needy child scared of shadows, it often wakes me for a "BG required" notification. When my BG is at a safe level of ******. Why? Because it's 4 AM and I guess it's insecure and needs a self-esteem boost that it's working.OK, so the product is garbage. So what about the service and support? I received an email from a rep stating that my Guardian CGM transmitter was out of warranty and I was eligible to receive a new one through my insurance. Cool, fire it on out to me. But wait, I get a follow-up email from a different rep, asking for explicit information on what's wrong with my current one. I truthfully state that it's working as intended, and there is nothing technically wrong with my current one. I merely responded positively to the inquiry THEY issued on whether I'd like to receive a new one. *** order was cancelled without a reply.Of course the story doesn't end there. After all, this is a story not of mild inconvenience, but rather aggressive incompetence. A few days later I receive a PHONE CALL from a rep inquiring on the matter. I explain the above, and the rep ******* me that this was a departmental error and my new transmitter will go out shortly. Also that notes would be made to prevent this miscommunication from reoccurring. Two days go by, and I receive the SAME "What's wrong with your current Guardian?" email. I ignore this one, given the assurance I received from the phone rep. *** order is promptly cancelled without my consent.This company, its departmental structure, support options, communication, and products are utterly and dangerously incompetent bordering on malice.

  Business Response

  Date: 05/25/2023

  Please see attached document. 

• Initial Complaint

  Date:04/17/2023

  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.

  I was approved for financial assistance to get my medical supplies from medtronic. I was told I needed a prescription. I saw a doctor and got my prescription for the medical supplies. I waited. No supplies shipped. I called medtronic. They said the prescription was missing change set frequency. The doctor corrected. I waited. Called medtronic again. They stated it was missing the diagnosis code. Doctor corrected and sent back. I waited. Still NO SUPPLY SHIPMENT. I have called Medtronic at least ***** times and have expressed my distress that I'm almost out or supplies and they still refuse to ship my supplies! This company should be put out of business. My desired result is to get my supplies and now I should get them for free because of all the unnecessary duress this has put me under!

  Business Response

  Date: 05/09/2023

  Please see attached document. 

  Business Response

  Date: 05/09/2023

  Please see attached document. 

  Customer Answer

  Date: 05/09/2023

  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:04/10/2023

  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.

  While waiting in hospital during my implant op, my wife was encouraged to see all their ads plastered everywhere stating their new technology would be MRI compatible . Now here we are a year & a half later, I am numb from the waist down in a *************** spinal surgeon requires an MRI. Apparently I will have to wait 7 weeks before a facility can co-ordinate with said ***** with a Medtronic tech on hand to re-calibrate my gizmo. I am unable to find out how many techs are working or available in my area (S.**) whether the hospital people (Jupiter Med Ctr) has actually reached out to them & when I called their *** no one has been able to provide any help or assistance, Meanwhile my legs are atrophying , unable to support my ********* am in severe pain 24 7.I suspect Medtronic does not have enough techs. Their CEO is on ******* patting himself on the back for company success and earnings ... what a huge pile of buffalo chips .. they need more truth in *************** am deeply regretting we did not do enough in-depth research after cardiologist recommended their product.

  Business Response

  Date: 05/03/2023

  RE: Consumer Complaint # ******** Dear ************: We are in receipt of consumer complaint ******** submitted to your office on April 10, 2023. Medtronic values the relationship with each of our customers, and we greatly appreciate the opportunity to respond to and resolve this concern. To summarize, the complainant expressed concern with obtaining Medtronic support for an *** compatibility assessment related to his Medtronic defibrillator/pacemaker product (Product). He has an upcoming *** scheduled for a matter unrelated to the Medtronic Product and desires an *** compatibility assessment prior to the noted procedure. Complainants spouse had called Medtronics Patient and Technical Support line on April 4, 2023, and complainant had called on April 5, 2023. During each of those calls, the callers were educated by Medtronic personnel on what to expect from a patients perspective regarding an *** compatibility assessment. A healthcare practitioner also called the Medtronic support line on April 5, 2023, asking if the Product is *** conditional Since those calls, we reviewed the complainants account and contacted him regarding this concern on April 14, 2023. At that time, we left the complainant a voice mail message indicating he should request the support of the facilitys scheduling supervisor for assistance in coordinating the *** compatibility assessment. As of this date, the facility has not requested Medtronics assistance in assessing *** compatibility and historically has not done so on other matters, opting instead to manage *** compatibility with facility staff and not Medtronic staff. Unfortunately, we are unable to provide such support unless requested to do so by the medical facility conducting tests on behalf of the complainant. Should you require additional information on the above issue, please do not hesitate to contact me directly by phone at ************** or e-mail at ******************************************** Thank you again for the opportunity to respond to this concern.

• Initial Complaint

  Date:04/05/2023

  Type:Billing 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.

  In January, I was notified by Medtronic that my CGM was out of warranty and I was eligible for a new one. I responded that unless it was fully covered by my insurance I did not want it at that point because I could not afford it. I received a voicemail saying that it would be fully covered and they would send it. They have now sent a bill for $590.00 and that it came from my deductible. In the meantime I was also rewarded ********* I did everything ******** wanted but they are saying that the dates dont match up. Now Im being told that there is no other option and but to re send it back and start over. This means I wont have a consistently working CGM and Im also on dialysis. Acct number for ********************** is ******.

  Customer Answer

  Date: 04/17/2023

  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.

   

   

   

   

  I recently made a complaint about Medtronic misquoting me for a price on a CGM. They called me directly and said that they listened to the phone calls after receiving the BBB complaint. They resolved the issue by reaching out to their finance department and canceling the debt as they did quote that my insurance would pay 100% of the bill.

   

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

• Initial Complaint

  Date:02/02/2023

  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.

  2/1/2022 I have been fighting with Medtronic since 5/10/2022 for diabetes supplies that they on their own will shipped out to me as I do not create the orders they do. They sent me items my daughter does not use and charged me ****** over the course of 6 months after repeatly calling and trying to fix the issue. Then they proceeded to send me shipping returns and when I call to confirm what is on the return shipping it is items that they did not ship out to me so they stated if I ship back the items (the items they shipped me) and they do not match the lot numbers I will not get a refund. They then sent me to collections forcing me to pay it before it hit my credit. I have talked with supervisors and they just say sorry if the lot numbers dont match we cant do anything. They sent me the product non of this is my fault and I have actually gone with a different company due to this issue for my daughters diabetic needs and now they could care less even more. I never placed this order it is not any product my daughter uses but yet they made me pay, in my eyes they have committed fraud and after looking into and asking around this has happened to other people as well. I never authorize anything that is not covered by insurance as *** a single mother with a daughter on social security and 100 is a lot of money for me to throw away on supplies I never authorized.

  Business Response

  Date: 02/22/2023

  Please see attached document.

  Customer Answer

  Date: 02/23/2023

  Complaint: 18966852
  
  I am rejecting this response because:
  I told them the hours I worked and to set a call back as I could not sit on the phone for hours again like I have previously. This concerned I have been told again will not be resolved because the lot numbers they sent me do not match the lot numbers they have on file. Theres no way to resolve this issue. I had to pay the amount because they were threatening to put it on my credit report. They sent me out items without my consent I dont do anything that is not covered by insurance and now they will not take it back because the lot numbers do not match what they sent. All I want is my money back they are never going to resolve this. I have been working on this for over six months now  causing me yes to leave the company because they do not care about their customers. They did not find a solution for those nor will they from the sound of it. 
  Regards,
  
  ***************************

  Business Response

  Date: 02/28/2023

  Please see attached document. 

  Customer Answer

  Date: 02/28/2023

  Complaint: 18966852
  
  I am rejecting this response because:
  This is insane! How can I provide correct lot numbers when you sent me stuff that doesnt match and stuff I NEVER consented to order!!!! YOUR reps have made my order 100% of the time!!! I NEVER place an order so therefor I NEVER ordered the items so I should never have been charged for them like I have been telling you for OVER 6 months! You committed fraud or made a mistake that is NOT my problem!!! Look at my records!!!!!!!!!! I have NEVER placed an order! Your reps do it when I call for a shipment and is supposed to be the stuff that is related to per meter. Not some random ******** like you sent her!!! Why can you not just admit that you made a mistake and fix it instead of putting me through h*** they making the fight back-and-forth admit you made a mistake you send out the wrong materials and make it right why do you think so many people are leaving you because of the s*** that you pull like this! I dont mean to curse, but you have got me upset. Ive been dealing with this for over a half a year and Im over it. You have made me pay it because you were gonna put it on my credit. Why dont you do a little bit more research instead of being lazy and just saying it was my fault I never plays the **** orders and I called in several several several time asking for them to be canceled nobody cancel then why should that be my fault.!!! obviously obviously, you can see it made me mad enough to leave you and go with a different company!!!!!

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

• Initial Complaint

  Date:01/25/2023

  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.

  Medtronic has sent a bill stating I owe $1030.00 for continuous glucose monitor sensors. My CGM stopped working properly over 2 years ago. I have the unopened boxes of sensors stored at my house. I attempted to return the sensors and have the $1030.00 charge removed. I explained that I will gladly pay the remaining balance to settle with the company however I am not willing to pay for unused products especially at over $1000.00. The service agents were very rude and offers to help with payment plans. It is already expensive enough being a type 1 diabetic. Medtronic has sent me 2 packages via *** over the past week. It is a replacement battery clip that goes on the pump. They have not sent *********** in over 8 months yet they send me a replacement part, I am guessing to keep from getting in trouble due to their product not functioning correctly yet they will not work with someone who is attempting to settle up with them to be able to get away from their company completely.

  Business Response

  Date: 02/15/2023

  Please see attached document. 

• Initial Complaint

  Date:01/04/2023

  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.

  --In either January or February of 2021 I called Medtronic in order to use my warranty on my Medtronic MiniMed 670G. The hard case on the device cracked for seemingly no reason after a few years - the way it was cracked led me to believe it was simply poor manufacturing design and/or cheap non-durable material being used. --My original device warranty was expiring around the time of the call, and I specifically asked during the call if my warranty replacement device would have at least an additional 1 year warranty. I was explicitly told that yes, the replacement would have an additional 1 year warranty. --At some point after that conversation, I somehow learned (I don't recall how) that I was given misinformation and that the replacement insulin pump's warranty would end at the same time as my original - which was sometime by the end of February. --After learning this, I called and requested to speak to a supervisor. I explained the situation and ****** asked that a 1 year warranty on my replacement device be honored. I explained I felt like this was only fair since I was told this would be the case, and the reason for needing a replacement was due to poor manufacturing and/or poor material use in. The supervisor refused to honor the warranty, which led me to requesting they listen to the call with the original representative and call me back. --On the call back, they confirmed I was given misinformation, but still refused to honor the warranty as promised. I then asked to speak to a higher level manager, and was told that would not be possible. --It is now January and the same product defect has occurred - again, after no fault of my own - a crack has appeared in the exact same spot. This is device is now unsafe to use. I am requesting Medtronic, who I have paid 10s of thousands of dollars to over my life, honor the warranty I was promised.

  Business Response

  Date: 02/02/2023

  Please see attached document. 

  Customer Answer

  Date: 02/02/2023

  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:12/16/2022

  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 have been a customer with ********************** diabetic supply for 2 years. I'm scheduled for resupply every 3 months, and in this last 2 years I've had to call every 3 months to inquire where my supplies are and why they have not been shipped. Today 12/16/22 I once again had to call as my supplies that were due in November still have not arrived. **************** rep I spoke with stated they have a new insertion kit and were supposed to reach out to me to inform me of this, and to inform me that they would no longer be able to send me the insertion kit I was prescribed. Which they failed to do and in failing to do so, the company placed my account on hold leaving me without the necessary lifesaving diabetic supplies of which I am in desperate need!! I am asking the BBB for assistance in getting my supplies and holding Medtronic diabetic accountable not only for my supplies, but to ensure this pattern of horrible service doesn't happen to others.

  Business Response

  Date: 01/03/2023

  Please see attached document. 

• Initial Complaint

  Date:11/14/2022

  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 would like to file a complaint on the lack of customer service and nobody there really takes your information properly if they did I wouldn't have to give them my information over and over again and again. I listen to them say,,oh we are sorry one minute give me one minute. I am on their equipment that I use and can't get them to ever help me. My blood sugar will go as high as 600 and I can't get any supplies from them because they claim they don't have the insurance information they need when I have given it to them over and over. Very unprofessional people. Nobody knows who is doing what. There is never a supervisor available to help and nothing gets completed. Please I am type 1 diabetic and in need of my order being delivered ASAP. I don't know who to turn to or what to do....

  Business Response

  Date: 12/01/2022

  Please see attached document.