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Business Profile

Health Care

Livongo

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Care.

Complaints

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

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Livongo has 2 locations, listed below.

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    Customer Complaints Summary

    • 60 total complaints in the last 3 years.
    • 16 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/03/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 received an email from Livongo on 5/17 stating that I would receive a $150 Amazon gift card if I signed up for their service by 5/20 and used the provided blood pressure monitor 5 times with if two weeks or receiving it. The gift card was supposed to initially be delivered by email within 4 weeks. After completing the listed requirements I reached out to their member services and was instructed to wait up to 6 weeks. I waited the six weeks and a few extra days and reached out again on 7/10. I was responded to three days later and asked to answer a few questions which I responded promptly that same day (7/13) I then waited an additional two weeks and requested an update on 7/27 to which I never got a reply. The incentives that this business offers are a scam. They seem to have no intention of following through with the offers that they have made to attract people to sign up for their services. This is a very shady tactic and they should not be allowed to offer such things and not follow through. I will post this message as many places as I am able to warn people to not fall for their lies.

      Business Response

      Date: 08/04/2023

      We have been in direct contact with this member regarding their concern and resolved the issue on 8/4/2023.

    • Initial Complaint

      Date:07/20/2023

      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 was presented a promotional offer from Livongo via email on 05/24/2923 to join the Livongo health management program. The Livongo email stated that Livongo would send me a $150.00 Amazon gift card in exchange for me joining the program by 05/27/2023 and completing five blood pressure checks on consecutive days. I joined the program 05/25/2023 and upon receiving my welcome kit I completed the five blood pressure checks as instructed 05/31/2023 through 06/04/2023. I have yet to receive the promotional offer presented. I contacted Livongo via email 07/14/2023 and provided the documents requested. I was assigned case number Case ******** and was informed that Livongo will need to investigate my inquiry. I have not received any further communication from Livongo and have discovered similar complaints from other Livongo members. I'm only seeking the promotional offer promised as I have fulfilled all obligations required of me as instructed by Livongo.

      Business Response

      Date: 07/21/2023

      We have been in direct contact with this member regarding their concern and resolved the issue on 7/21/2023

      Customer Answer

      Date: 07/21/2023

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:07/12/2023

      Type:Delivery Issues
      Status:
      Answered
      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 received a letter for a $100 amazon gift card for signing up for Livongo. I received their product, used it, and there is No where to redeem/receive said gift card. Looking up information seems like a ton of people have this same issue.

      Business Response

      Date: 08/02/2023

      We have been in direct contact with this member regarding their concern and resolved the issue on 8/2/2023.

    • Initial Complaint

      Date:07/11/2023

      Type:Delivery Issues
      Status:
      Answered
      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 told if I signed up and completed the blood pressure checks within the two weeks given I would receive a $100 Amazon gift card. That was 4 months ago and I still have not received my gift card. I would like them to honor what they had advertised.

      Business Response

      Date: 07/24/2023

      We have been in direct contact with this member regarding their concern and resolved the issue on 7/24/2023.

    • Initial Complaint

      Date:07/06/2023

      Type:Delivery Issues
      Status:
      Answered
      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 sent a letter by Livongo stating that if i use my new machine to check my blood sugar 5 different days in 2 weeks they would send a $50 gift card. i started using machine about 3 weeks after receiving when i got back in town. i made sure to check my sugar daily and did complete more than 5 days within 2 weeks. I sent them an email and they said i did not start using my machine within first 2 weeks of receiving. The letter does not word it like this and is very misleading and i think it is on purpose. This is a scam by this company, decent meter bu this is very deceptive. i would like my gift card or this complaint stands.

      Business Response

      Date: 07/24/2023

      We have been in direct contact with this member regarding their concern and resolved the issue on 7/24/2023

      Customer Answer

      Date: 07/24/2023

       
      Complaint: 20283342

      I am rejecting this response because: The matter is not resolved. They still have not issued the gift card as promised. The company emailed me but as I stated to them I do not agree with their position and complaint will stand until resolved. 

      Sincerely,

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

      Business Response

      Date: 08/02/2023

      We have been in communication with the member regarding this situation and detailed the requirements listed in the fine print. Unfortunately the member did not meet the listed requirements.

    • Initial Complaint

      Date:07/05/2023

      Type:Product Issues
      Status:
      Answered
      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 Livongo and did the check your blood sugar 5 different days within two weeks for a $100 Amazon gift card and did so but never received my gift card.

      Business Response

      Date: 07/24/2023

      We have been in direct contact with this member regarding their concern and resolved the issue on 7/24/2023

    • Initial Complaint

      Date:07/03/2023

      Type:Order Issues
      Status:
      Answered
      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.
      Signed up with Livongo on a Saturday after receiving a letter in the mail to sign up for blood sugar monitoring and would receive a 100 amazon gift card if I signed up before 6/21/2023 and completed 5 different days of blood sugar monitoring within 2 weeks of receiving the equipment. I did all that and waited. Just called support today and was told I signed up on May 1 (letter dated May 4) after they asked me what date was on the letter. Which is very funny, I did not sign up until I received this letter and I signed up on a Saturday not a Monday (May 1). I was told this is legit but I signed up too early for the offer. This is 100% a SCAM!!! I cancelled my subscription and notified my HR department and sent them all the proof and others who have had the same issue here on BBB reporting this. As good as the product may be, the this offer letter is a SCAM.

      Business Response

      Date: 07/10/2023

      We have been in direct contact with this member regarding their concern and resolved the issue on 7/3/2023

      Customer Answer

      Date: 07/10/2023

       
      Complaint: 20269185

      I am rejecting this response because:

      It did not address my original complaint.  All they did was cancel the account per my request.  They did not address the gift card dispute.


      Sincerely,

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

      Business Response

      Date: 07/10/2023

      According to the case documentation, the member did not qualify for the incentive because this incentive campaign is for new members only (as seen in the fine print at the bottom of the incentive offer). Our system indicates that the registration was completed on 5/1/2023 and the member received the incentive letter on 5/4/2023.

    • Initial Complaint

      Date:06/29/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 *********** both have our own individual accounts with Livongo. May 30th 2023 ********* husband's acct was deactivated. I contacted my insurance company ********* Network of ******** on 6-20-23. BCN is familiar with this situation. They received a memo from Livongo stating "There was a glitch in the system and eligible accounts have been deactivated in error. If the member contacts you please contact Livongo to verify their ******************* acct will be re-activated. We are investigating this" So we did a 3 way call Livongo, myself, my, ************* BCN verified that both of us are eligible and insurance information was verified. I receive an email saying "insurance group ID I provided is not a group ID deemed eligible for the Livongo program". June 21st ******* contact Livongo & repeated the process. We did a 3 way call & verified that we are eligible and insurance information. Same email response. June 27th ******* contact Livongo via a 3 way call & verify eligibility/insurance information . Again I receive the same email response. June 28th ******* contact Livongo doing a 3 way call. BCN reads the memo they received from Livongo word for word. They once again verify we are eligible and insurance information. Livongo requested a code from BCN. I believe BCN stated it was BLUECROSSMI. Livongo continuously responds with the same email response. There is nothing further *** can do except to continue to doing 3 way calls & verifying that we are eligible & insurance information. The phone call generates a case ******** and ******** The error is thru Livingo. Livongo's eligibility team keeps denying me due to a glitch in their system.

      Business Response

      Date: 07/06/2023

      We have been in direct contact with this member regarding their concern and resolved the issue for their profile on 7/5/2023.

      Customer Answer

      Date: 07/07/2023

       
      Complaint: 20252405

      I am rejecting this response because:

      My account has been reinstated 

      My spouse's account has not been reinstated. When my account was disabled his account was also disabled. My spouse is on my insurance. His ticket is ********. *************************** 9-5-1961 ************ ********************** ****************************************************** Subscriber ID ************ group number ********. I ************************* is the primary insurance holder. My birthdate is 8-28-1971


      Sincerely,

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

      Business Response

      Date: 07/10/2023

      Due to HIPAA restrictions and our Authorized Medical Representative (************ we are unable to take action on another member's profile through this platform and if they don't have an AMR set up on their profile.

    • Initial Complaint

      Date:06/29/2023

      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 was supposed to receive a **** gift card after signing up with Livongo...i havent received it yet...

      Business Response

      Date: 07/10/2023

      We have been in direct contact with this member regarding their concern and resolved the issue on 7/7/2023

      Customer Answer

      Date: 07/10/2023

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:06/22/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      Several months ago received a letter reporting that if I enrolled in the living program that I would receive a $100 Amazon gift card if I submitted at minimum 5 b/p readings. I have done so and am still actively using the glucometer and the b/p machine. I would like the company to meet their word, as I was not a member of this program prior to the letter suggesting the gift card. It is false advertisement

      Business Response

      Date: 07/10/2023

      We have been in direct contact with this member regarding their concern and resolved the issue on 7/7/2023

    Livongo is NOT a BBB Accredited Business.

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