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:09/04/2025

  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.

  Stelo stopped working after 4 days and would no reconnect.

  Business Response

  Date: 09/05/2025

  Hello *****,
  
  Thank you for providing feedback regarding your Stelo Glucose Biosensor on September 5, 2025. Rest assured that our leadership is constantly looking for ways to improve our customer service and overall product satisfaction.  This includes providing replacements in a timely manner. 
  
  Your concern has been received, and you can expect to be contacted within 48 hours.
  
  Thanks.

• Initial Complaint

  Date:09/04/2025

  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 purchased a Dexcom Stelo glucose monitor from the Dexcom website for $99. Yesterday I tried to use the glucose monitor and it does not connect to my phone as intended, so the device does not work. I contacted Dexcom through their customer service bot as instructed by **********************. The bot could not fix the broken monitor so it gave me a ***** number to call and when I did the person said that they were not the help number for the Stelo monitor and I needed to contact the bot on the website. Getting the runaround from a big company whose products dont work and dont want to give refunds is not new. Hopefully you can help me get my money back for this scam product. Thank you for your help,***** ******

  Business Response

  Date: 09/04/2025

  Hello ***********,
  
  Thank you for providing feedback regarding your Stelo Glucose Biosensor on September 4, 2025. Rest assured that our leadership is constantly looking for ways to improve our customer service and overall product satisfaction.  This includes providing replacements in a timely manner. 
  
  Your concern has been received, and you can expect to be contacted within 48 hours.
  
  Thanks,

• Initial Complaint

  Date:08/24/2025

  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.

  I have a 3-month subscription for $252. That is $42 per sensor. I had one that never linked to the app via Bluetooth; it searched for over an hour, and I followed each of the suggested steps to connect it. Gave up and used a new one, which worked right away. I filed a chatbot ticket, and they said I "qualified" for a replacement. ID was **********, filed on August 21, approximately three days after the failure. That replacement arrived on August 23.Meanwhile, earlier on the same day (August 23, around 12:29 a.m.), the new sensor stopped sending readings after only five days of use. I waited overnight, gave up, and used yet another sensor. I filed another ticket, and this time I was "not eligible" for a replacement. They told me they were "unable to validate your product issue." ***!?! It STOPPED WORKING! That is hard to validate?! So now I have to eat ten unused days of a sensor (MONEY!) because of . . . why?! For these last two sensors, there are only five working days out of the expected 30 days. The replacement gave me back 15 of those, but that is incidental to the product's quality overall. That's still a lot of money out of pocket. Product quality is going downhill. I have had sensors fail in the past, but like once a year. Not two in a couple of weeks! Ugh . . . That chatbot is useless. I took screenshots of the app that informed me about the failure, including the duration, date, and other details, but the chatbot is unable to allow uploads. There is NO way to offer any proof. I do not know how they can "investigate" anything on their end. The recent case ID is: ********** Interestingly, if I read the ticket numbers correctly, in the three days between my two tickets, ***** NEW TICKETS were created! This is a terrible indictment of this product and/or customer service. Likely, as I know, it is both. Yes, they sent one replacement, but then they arbitrarily denied another one even though it was their product that failed - both times.

  Business Response

  Date: 08/25/2025

  Hello ****,
  
  Thank you for providing additional feedback regarding your Stelo Glucose Biosensor on August 25, 2025. Rest assured, our leadership team is continuously looking for ways to improve customer service and overall satisfaction with the product.This includes ensuring timely replacements.
  
  Your concern has been received, and you can expect to be contacted within 48 hours.
  
  Thank you.
  

  Customer Answer

  Date: 08/28/2025

  They tried to reach me from a phone number that did not identify their company, so I did not answer because of the many spam calls I get daily. I tried calling back as soon as I heard the voicemail. I called the number they called from, as they left no call back number in the voicemail. Strangely, Dexcom support answered (Stelo is owned by Dexcom) but she said they could not help with Stelo issues. On further chatting, she said that Stelo does not "take calls" and she had no number to offer, and per emails she has received from the higher *** as a call-center **** she was instructed to offer only the suggestion that I try through the website. I already tried that, and that is why the BBB was asked to try to mediate a response from Stelo who seems intent on isolating themselves from customers. Ridiculous. 

  Business Response

  Date: 09/01/2025

  Hello ****,
  
  Thank for providing additional feedback regarding your Stelo Glucose Biosensor.Our team tried reaching you but were routed to voicemail in all attempts, we sent you an email regarding your concern. This has been received, and We will try again after the holiday.
  
  You can also reach live support via ******************************, use SteloBot and click on connect with a live agent from Monday-Friday (Except holidays) 9AM-5PM PST.
  
  Thank you.

• Initial Complaint

  Date:08/23/2025

  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.

  The Stelo app that communicates with Stelo sensor froze and kept returning me back to the to the same start, when reloaded the app it lost contact with the sensor and didnt connect for days while I waited for Stelo to return the message and request for a new sensor.Before the above malfunction, the first sensor caused bleeding even though I placed it in the recommended location on back of arm, I had been successful previous sensors from Stelo , this situation was a problem that caused me to remove 2 sensors rendering them useless. I requested replacements and their automated system is useless and ends the case without explanation or resolution.

  Business Response

  Date: 08/25/2025

  Hello *****,
  
  Thank you for providing additional feedback regarding your Stelo Glucose Biosensor. Rest assured, our leadership team is continuously looking for ways to improve customer service and overall satisfaction with the product. This includes ensuring timely replacements.
  
  Your concern has been received, and you can expect to be contacted within 48 hours.
  
  Thank you.

• Initial Complaint

  Date:08/12/2025

  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.

  Transaction date: 8/8/2025 Purchased a set of glucose monitors. Put one on arm and it won't pair with my phone. Been trying to contact customer support and only getting a response from AI and have not been able to talk to a person.I don't know if I should remove the device and try another. If it's removed, it can't be used again. I don't know if I'll be able to get a refund or a replacement since no one will answer. I opened a case, but they said it would be 2 days to get back to me. The device only works for 15 days. If I could get more information to know what to do, I wouldn't file a BBB complaint. But as it stands I don't know what else to do.

  Business Response

  Date: 08/13/2025

  Hello, 
  
  Thank you for contacting us. A response has been provided regarding your concern.Information has been sent your email address on file with Stelo. We appreciate your understanding and look forward to serving you as valued Stelo customer. 
  
  Thank you, 
  Stelo Support 

• Initial Complaint

  Date:08/06/2025

  Type:Sales and Advertising 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 had no problems getting replacements for faulty sensors the first six months I used, so I purchased 400$ worth of sensors. My latest failed 2 hours after inserting and I was denied a replacement. I tried to cancel my order (literally less than an hour after being placed and I chatted in as soon as they opened at 8am) and got told to get f****d essentially. Honestly probably going to refuse delivery and chargeback. Its fine when the sensor is bad and gets replaced. But Im not gonna eat $50 everytime one of their sensors fails and I have zero confidence in customer service. ****** ********************** **************** and save yourself the trouble.

  Business Response

  Date: 08/12/2025

  Hello Devyn, 

  
  Thank you for contacting us. We tried to reach out to you via phone call and sorry we missed you. Information has been sent to your email address on file with Stelo. We appreciate your understanding and look forward to serving you as valued Stelo customer. 
  

  Thank you, 
  

  Stelo Support 

  Customer Answer

  Date: 08/12/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ********
  
   
  

• Initial Complaint

  Date:08/06/2025

  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.

  I have been using STELO devices for a long time. On occaision a device would fail. Lately, in the past several months, more and more devices fail or fail prematurely. Dexcom was pretty good intitlaly about replacing them. Now, they simply discount your complaint and tell you too bad. At ***** per device twice a month, this adds up to quite a loss for the consumer.

  Business Response

  Date: 08/06/2025

  Hello Ed,
  
  Thank you for providing feedback regarding your Stelo Glucose Biosensor on August ******. Rest assured, our leadership team is continually seeking ways to enhance customer service and overall product satisfaction. This includes ensuring timely replacements.
  
  Your concern has been received, and you can expect to be contacted within 48 hours.
  
  Thank you.

• Initial Complaint

  Date:08/05/2025

  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.

  I purchased the Stelo continuous glucose monitor (CGM) with the expectation of accurate glucose readings as advertised. However, after using the product, I found the results to be consistently inaccurate and unreliable in some cases showing large discrepancies compared to finger-stick tests or other CGMs.I contacted the company regarding the issue and requested a return or refund. Unfortunately, I was informed that Stelo does not accept returns, regardless of product performance. This is highly unreasonable, especially for a medical device that directly affects health decisions.Selling a product that does not meet basic accuracy standards and refusing to issue refunds is unacceptable. I believe this is a case of misleading marketing and unfair business practices. I am filing this complaint in hopes that others will be warned and that the company will be held accountable.

  Business Response

  Date: 08/06/2025

  Hello Fan,
  
  Thank you for providing feedback regarding your Stelo Glucose Biosensor on August ******. Rest assured, our leadership team is continually seeking ways to enhance customer service and overall product satisfaction. This includes ensuring timely replacements.
  
  Your concern has been received, and you can expect to be contacted within 48 hours.
  
  Thank you.

• Initial Complaint

  Date:08/05/2025

  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.

  Dexcom is the meter covered by my insurance and I have had repeated problems with malfunction with my G7 meters.I inserted a new meter today and it said my blood sugars were in the '40's which is dangerously low.I took huge amounts of glucose and it kept registering lower and lower values.Then it said there was a sensor malfunction issue, which would take up to 24 hours to resolve.i called their help line and they said there was a high call volume and I could not speak to a real person about my issue.

  Business Response

  Date: 08/11/2025

  Hello Soma,

  Thank you for sharing your feedback with us.  A member of our escalations team contacted you today, 8/11/25, regarding your concerns.  We understand how important it is for the product to operate as expected and the frustration when those expectations are not met.
  
  Rest assured our leadership is constantly looking for ways to improve our customer service and overall satisfaction with the product.  The feedback you shared provides us with the opportunity to learn and improve the overall customer experience. 
  
  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:08/03/2025

  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.

  A glucose monitor failed on 7/17.2025. I submitted a case (1-00334747) and received an email on the same date stating that I would be contacted within 1-2 business days. This is the only and last email that I received. I've contacted the support chat several times and they assured me each time that I would receive a follow-up email with the resolution. The last time I contacted (on 8/1/25) them, the customer service representative said that the company sent me a replacement on 7/28/2025. The Dexcom (Stelo) website says that it was shipped on 7/28, but the shipping information is missing and gives me an error saying that there is not shipment with the order and tracking **************'s been over two weeks now and still no updates or further emails. The product is expensive and defective. I wish there was another more reliable customer support. I need the product or reimbursement so that I can purchase another glucose monitor. I would like an email with the update on this case.

  Business Response

  Date: 08/04/2025

  Hello *******,
  
  Thank you for providing feedback regarding your Stelo Glucose Biosensor on August ******. Rest assured, our leadership team is continuously looking for ways to improve customer service and overall satisfaction with the product. This includes ensuring timely replacements.
  
  Upon checking your account, weve coordinated with the courier and can confirm that the replacement order is currently in transit. Our support team provided you with the correct tracking number, which has also been sent to your email.
  
  Thank you.