Complaints

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:11/06/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We are having a diabetes supplies emergency situation and it is Tandem's fault. We supposed to be on auto re order. **** failed to send us supplies for the last 4 months! I just noticed we have not received a shipment from them since June... **** told me it was because I never confirmed the order via text and I never got a text. No one from tandem reached out to us. I have 4 infusion sets left total. That's a maximum of 12 days worth. I finally got hold of a Tandem rep yesterday who told me the supplies would be sent in 7 days. He lied!! I checked the portal and it says "Your order will be eligible to be billed through your insurance and shipped on 12/22/2022." We have had NO changes in insurance at ALL!! How am I supposed to get supplies for my 6 year old diabetic child!? Tandem Diabetes let my 6 year old son fall through the cracks. We trusted Tandem and the auto- reorder process was supposed to make our lives easier but it just made it hard. I am panicking now because my poor kiddo will have to go 2 months without his pump because Tandem let us fall through the cracks. What can we do? I was lied to on the phone. I don't know who to even reach out to, so I am reaching out to you! I am literally heartbroken right now that Tandem would allow this to happen and not reach out to us, they just failed us. My 6 year old son is in desperate need of insulin auto soft 90 infusion sets! We have a maximum of 12 days left! This is insane and disgusting. Why can't tandem ship some ASAP? Why December? I want to hold the person who screwed up accountable!

• Initial Complaint

  Date:10/26/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Tandem continues to have issues sending pump supplies to customers in a timely fashion. I had an order placed end of September that was cancelled by Tandem due to needing a new provider prescription. This was sent to Tandem on 06-OCT-2022 but my order is still processing. I have called Tandem daily, left messages and have no call back for four days. I also purchased supplies out of pocket on 22-OCT-2022 after being reassured repeatedly this order would ship out on 24-OCT-2022. This has yet to ship as of 26-OCT-2022. At the very least I would appreciate communication from a supervisor why all these issues have occured with my recent order

• Initial Complaint

  Date:10/03/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Back in February 2022 I submitted my first request of supplies with Tandem. After waiting and be back and forward with them for weeks they told me that my actual insurance had no contract with Tandem. On contrary my Insurance confirmed it was not true. I spent time between both companies trying to resolved the issue (clarifying with Tandem, that yes insurance was under contract) until finally all got resolved. On April 2022 I got my supplies. Now, on August 2022, I submitted a request again. I spoke with a rep and all was good status. Because after two weeks never received a status I decided to call to check. Then I was advised that everything was in hold waiting for insurance approval. Same day received an email saying that was approved and the out of pocket amount needed to be paid. A payment was done days after because Tandem had their website down due to maintenance. Waited a couple of weeks again and because the shipment was never sent then decided to call back. That is when the person in the phone told me that my request was just cancelled because (again) Tandem was not under contract with my insurance. I argue with the rep, and when she checked confirmed it was an error. So the order was submitted again. After that day, was in the phone every single day trying to obtain status, all the time they told me were waiting on Insurance for approval.Today, October 2022, I called twice and nobody gave me an answer. So I call my insurance and told me never received a claim for my supplies. I am traveling outside from the Country, I submitted my request with plenty of time and with only 1 day still not received my supplies.This is a horrible situation. I feel this is a careless company, knowing it was their fault, and because the delay my life will be at risk. Diabetic type 1

• Initial Complaint

  Date:09/28/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Tandem has lied to us on 6 different occasions about getting REQUIRED supplies for my wife's insulin pump. They have always provided overnight shipping of supplies, which are rationed by insurance to begin with. The order was placed over a month ago and never shipped. My wife ran out of supplies 1 week after ordering. We have called 6 times and are told every time they are overnighting them again and we will have them tomorrow. We have now been over a month on emergency insulin shots and a useless $15k pump that is less than a year old. Tandem does not seem to care.

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  During the month of August and September, I have called multiple times trying to get insulin pump supplies sent in a timely manner. I am type 1 diabetic. They have been inconsistent with "auto" ship orders that were pre-arranged. They missed an order. This caused me to be out of supplies. My sugars were over 400. They said they only ship every 30 days (30 days supply), per insurance. I contacted BC of KS and they notified them that they can start processing the order early and ship 5 days earlier than expected. Currently, I called at least **** times to explain that insurance has called their "outbound" shipping and notified them of above. Tandem called me on 9/16/22 stating the order was shipping that date and expect a tracking number emailed to me, with an order present in *** of 5 days. Portal shows no shipping number. I called today and the lady said it was shipping out today and will be there in the next 5 days. It could only be shipped out 5 BUSINESS days prior to the scheduled date of 9/23. I have repeated reminded them that they are the reason I am out of supplies early since they skipped my shipment. They have not tried to expedite shipping or send out a few kits as courtesy. The tell me they understand, but until you have glucose over 400, you will not understand how this makes a person feel. It is unnecessary and harmful to one's health. I am on my last kit and the shipment will not be here in time this week. (again). I have called to move the orders to a DME and they said they have the ability to order 90 day supply. Why can't Tandem do this?

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Tandem sent me the wrong insulin pump supplies, which I didnt realize until I was in ****** on vacation, because I didnt need them until that time. I called them and begged them to overnight me what I needed, since it was a life or death matter and their mistake. Sapphire the agent I spoke to, would not approve it and there were no managers there apparently. She promised a call back once a manager was available. After several hours of not hearing from them, I called back and waited on hold for an hour and was told that she did in fact call me back and shipped out my supplies to be delivered the next day as I had requested. I was promised I would receive my pump supplies by the next business day, September 15. First of all, she never did call me back so they lied to me about that second of all its now the 16th and I still do not have my supplies, so they lied about that as well. This is a life or death matter, I still have no insulin in my pump, and this is a company whose only job is to provide the right medical supplies to diabetics. Im appalled that they would treat me this way, risk my life, and not care, especially given that I spend thousands of dollars a year there.

• Initial Complaint

  Date:09/03/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Tandem T:Connect software has stopped working with the current version of Android on a ****** Pixel 6 Pro. Despite multiple attempts to get an ETA on when or if this software will be available, I received no answers. I paid thousands of dollars for this insulin pump which is critical to my health. The pump was sold with the promise of said software to view information regarding blood sugars, and more importantly, the amount of insulin on board, the last time an automated insulin bolus was given, and the current basal rate. I feel that since the current Android OS in question has been out to developers since April of this year their is no excuse for them to not either provide a timely update or least provide an ETA to assure customers they working on it. I cannot simply purchase a pump from a better company with working software as my insurance will not cover a new pump and it's related supplies until my warranty with my pump from Tandem expires. To my knowledge there is no effort being made for continued support for a product still under warranty and that I cannot replace. There needs to be some sort of responsibility and urgency on Tandem's part to fix this issue. I am not alone as anyone running a phone with the latest software and security fixes in place. They cannot claim their software is simply incompatible when this Android OS is actively being pushed to devices as we speak. Again, this is pump and and companion app are absolutely critical to managing my diabetes and my health. This lack of information in a readily available place could lead to a life or death situation. The insulin pump was sold as providing this mobile phone application and now they refuse to provide any sort of information on when or if they plan on updating it as to make it functional and fulfill a key selling point in my decision to go with their company, their hardware and their accompanying software when researching the best option in maintaining my health.

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 insulin pump is malfunctioning by not providing the correct amount of insulin to its refillable cartridge I called Tandem Tech support and left my number for call back as requested.At approximately 8:43pm 08/24/2022 I received a call back. I explained the problem to the unidentified male Tandem representative , he then promptly hung up. I. can no longer use my insulin pump and has no other way to get insulin.This is an emergency caused by TandemTech support.

• Initial Complaint

  Date:05/27/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased a tea slim to pump case from tandem.com on the 23rd it arrived on the 25th the 27th it broke I contacted the company and they will not replace or do anything about it they have no warranties on any of their accessories I paid **** plus tax and shipping expedited shipping ************ and they refuse to do anything about a broken case after 48 hours of having it there is no warranty on any of their accessories so you spend the money and you are screwed