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Business Profile

Diabetes Services

Tandem Diabetes Care Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Diabetes Services.

Complaints

Customer Complaints Summary

  • 40 total complaints in the last 3 years.
  • 11 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:07/24/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Tandem Diabetes Care will not answer their phone, they do not return phone calls, they have not mailed my diabetes pump supplies in nearly a month. They claimed they would overnight ship my supplies several weeks ago, because I literally cannot live without my Insulin pump. I've had to visit *********** and my regular GP to be prescribed Insulin pens, which limit the control I have over my Diabetes and now my health is being affected. I nearly went into Ketoacidosis (a blood sugar of over 600) last week because I have had to use Insulin pens which I'm not good at using because I've had a pump for over 10 years. When I've attempted to call their phone number, they will put me on hold for over an hour and eventually the call disconnects. They have been claiming to be sending my supplies for weeks now and still nothing. There is no way to get into contact with them, and when I do they never actually fulfill my order, contact me back or answer the phone. I have no idea what else to do. I have to wait another 2 years to get a different pump from a different company, so I'll have to be dealing with this too long. My health is being affected.

  • Initial Complaint

    Date:04/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 product is flawed. Two many issues such as the device can't get wet on injected site. How are you to bath. You should not have to remove anything. It should be water resistant. The device has nothing to hold to on your body. The clip is not adjustable. Two many steps to refill your insulin. Receiver is falling and has hit the ground numerous of times. More work then need be. Make this machine simple. Apparently, whoever made this device did not attach it to themselves to see the ends and outs to see what other people will have to go through or deal with. I hate this machine.

  • Initial Complaint

    Date:04/09/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 business erroneously charged my credit card on file for an issue arising from my medical device on September 11, 2023. They have repeated told me they made this charge in error and owe me a refund (since they separately filed a claim through my health insurance and received full payment from my health insurance). However, it has been almost 8 months and I have not received the refund they owe me.

  • Initial Complaint

    Date:03/31/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Tandem Diabetes Care illegally obtained information about my medical condition and personal information including my doctors information, my phone number and email. I received a call from ***************** advising me they had received a request for a referral from Tandem Diabetes for a new insulin pump and wanted to know if I had requested it. I told them I did not. I had visited my doctor no more than two weeks prior and we discussed my request to upgrade to a new Medtronic pump. The person who contacted me from ***************** confirmed they completed the Medtronic referral and would ignore the Tandem request.I have received a phone call, text message and email from Tandem this week advising me that my doctor sent them a referral and I needed to contact them to start the process to get their pump. I did not initiate an inquiry into their pump, nor did my doctor send a referral. They somehow obtained my medical information, doctor and his contact information and my personal information,I replied STOP to the text message but have not responded to the voicemail or email. I do not want any contact from this company. I would like to know how they obtained my information but do not want to interact with them for concern they will misrepresent my outreach.

  • Initial Complaint

    Date:02/16/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Tandem t:connect app works great when it works. However, it does not stay connected. When this happens it will not relink on it's own and it only stays connected for 30 minutes to a few hours. Once it looses it's connection to the phone, I have to delete the t:connect app and re-install it and then re-link it to the phone. It is not worth it but they know what the problem is but they are not fixing it. They keep telling us to delete it re-install. Not worth it. Again, the app is awesome if it would stay paired.

  • Initial Complaint

    Date:01/16/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Tandem replaced an insulin pump for me that was having issues within the last year. They have a several year warranty but my pump they just sent me recently magically stopped working within 10 days or so of when the warranty ended but the pump was new within a year but won't replace something that is basically new

  • Initial Complaint

    Date:01/03/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 on tandem insulin pump since fall of 2020 thru the veterans administration. Beginning of 2023 I started having trouble with the pump not reading my glucose monitoring system. This gives me a reading that beeps ( alarm) at me when out of range of my system. I have been telling Tandem and Dexcom this for months. Each company blames the others products as faulty. November 2023 Dexcom replaced all transmitters and sensors and the problem continued. Finally in December 2023 after many conversation I received a refurbished insulin pump. I replaced this pump on the 22 of December 2023 and sent back old pump. From December 22 2023 to today January 3 I have received 139 out of range alerts in just 8 days. This happens at all times of the day and night ( while I am sleeping) and has caused sleep deprivation, high blood sugar levels and unnecessary stress. I will be asking the VA to replace this pump at my next appointment in January ****. Until then my health is at risk from their faulty products. I have made all the calls I can on my end and hopes this helps a fellow diabetic patient. Thank you for your time.

  • Initial Complaint

    Date:11/08/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 highly dissatisfied with the experience I have had with Tandem for my insulin pump. I am highly regretting the decision to switch from Medtronic.The device has a faulty screen which stops me from being able to take insulin when it is malfunctioning. This is a major issue. The solution has been to call back to customer service again, go through more troubleshooting, reset the pump, then wait for it to stop working then call back again. This is not okay for a device of this price which is used to control a chronic condition. I don't understand how this product can be safe for people to use when it has these major malfunctions that stop it from allowing you to take insulin.

  • Initial Complaint

    Date:10/24/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a Tandem insulin pump around May 2022. From day one the pump has not worked correctly. They keep putting me off and sending me refurbished pumps. I am currently on my fifth pump. I was well within the time for a new replacement. I took a loan for $5,000.00 to pay for this pump. I am self pay for the pump and about $500. month for supplies. This is no joke. I depend on this for my life. I cannot be the only person who is having this problem. I have severe anxiety. I allowed months to go by between calling them. They go through this whole thing over and over trying different things on the phone with them. Every time they sent me a pump, they told me it was a brand new pump. They lied without taking a breath. This pump does not keep accurate reading of insulin in the cartridge (the amount jumps around. I never know what I have) or the insulin on board, the screen shuts off randomly, sometimes when I push the 0 it shuts the screen off, give myself insulin and the pump shows there are zero units on board.I have a fear of the pump "dumping" insulin on me because of the the problems I have. I have asked for a refund, but it was a "no". Thank you for your time, ***********************

  • Initial Complaint

    Date:09/15/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Ordered the Tandem rotating pump clip less than 3 weeks ago and it just broke. I called Tandem and they said because its an accessory they wont replace it. I called Diabetes Express who I ordered it through and they said it is a Tandem problem not theirs because they dont do replacements. Medtronic has an excellent replacement policy and I never had any problems getting replacement clips when I was with them for over 20 years. I absolutely hate the clip the Tandem pump comes with and like the rotating clip much more. I love Tandem so far and ********* IQ, but this makes me worried I will have problems in the future with customer service and replacements

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