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:05/01/2024

  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 am a diabetic and have been attempting to deal with Dexcom for about 4 years. I have never had to wait less than an hour sometimes up to 3 to get through to technical support. Really any support. I have been on the line for 2 hours only to be disconnected. I have asked to be called back when it is my turn twice today from 10am and 12pm never a call back. I waited 10pm-midnight last night for help and finally hung up so I could go to bed. I was sent equipment that was not compatible and needed replacement equipment. This is life saving equipment.

  Business Response

  Date: 05/08/2024

  Thank you for sharing your experience with us. We understand how important it is for the product to operate as expected and the frustration when those expectations are not met. A member of our escalations team attempted to contact you today, 5/8/24,regarding your concerns. A replacement sensor has been ordered and will be deliver by ***** in 3 -5 business day.      We apologize that we were unable to reach you.  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:05/01/2024

  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.

  Have paid money for Dexcom Sensors that are not lasting the 10 days. Went thru 3 in 17 days. Tried calling several times and was on hold for ever. Sent a complaint to them and no response. Now the receiver is malfunctioning I tried calling again it's was 110 minute wait. I can not figure out how to contact them in a timely manner.

  Business Response

  Date: 05/07/2024

  Thank you for sharing your experience with us. We are sorry to hear of the challenge you recently experienced with the Dexcom product. We understand how important it is for the product to operate as expected and the frustration when those expectations are not met.  A member of our escalations team has spoken with the consumer and confirmed replacement sensors have been ordered.  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  
  Thanks,
  
  *******

• Initial Complaint

  Date:04/27/2024

  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.

  Dexcom advertises nationally on the accuracy and quality of their product. I have complained multiple times with lip serve by Dexcom. My complaints have been: faulty circle glue failed to hold sensors to skin. Two weeks ago I got an out of box sensor failure. It took Dexcom over a week to get the replacement to me. By that time it was time to replace my Dexcom sensor so I used the replacement sensor sent by Dexcom only to get another out of box failure. I have contacted a manager to call me back after a meeting it has been 24 hours and I am still waiting. My concerns are the false advertising Dexcom continues to use. The lack of quality control of their equipment. Dexcom actions to resolve the continuing problems their equipment have.On the surface this may seem like equipment just not working well. In my case this is could be life threatening to me. As a type 2 diabetic my sugar levels have been hard to manage as I take treatments for liver cancer and use a strong pain medication to allow me to get sleep. Thus if my sugar level bottoms and I fall asleep, I may not wake up if the low sugar warning does not work. Dexcom needs to drastically improve the quality its equipment and stop advertising its accuracy. ******** an my supplemental insurance should be reimbursed for all the faulty Dexcom equipment.

  Business Response

  Date: 05/02/2024

  Thank you for sharing your experience with us. We understand how important it is for the product to operate as expected and the frustration when those expectations are not met. A member of our escalations team attempted to contact you today, 5/2/24,regarding your concerns.  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 05/03/2024

  
  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,
  
  ***************************
  
    Dexcom did reach out after the BBB case filed. He provided insight into how the devise works and offered some safety resolutions that will protect me. Not totally sure Dexcom will improve their QA product control to match the advertising and claims they make about what their product can do. Only time will tell if complaints like this will keep Dexcom from making false or miss leading advertisements. They did offer to provide help and better communication.

  Thanks,

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

  
  

• Initial Complaint

  Date:04/26/2024

  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 am type 1 diabetic and have been a type 1 diabetic for 22 years. It wasnt until 2 years ago that I decided to depend on technology to help better control my diabetes which obvs was my biggest mistake. Heres the timeline, Friday, 4/19 my Dexcom sensor expired. I put a new one but it never gave me the 2 hour notice. It went straight to no service unable to connect or something of that sort. I attempted to reset it several times and gave up the next day, 4/20, it was still saying the same. I attempted to reset it again. Didnt work. Called technical support and the wait time was 1hr. Because I was doing activities that day I decided to switch it out with another one. However, the same thing happened. No 2 hour notice and it didnt have service etc. when I finally get a call back and I try explaining the situation to the associate. She didnt listen and went straight towards sending a sensor replacement. When I stopped her and tried to explain again, she hung up. I called back again and the wait was an hour again. No one ever called back. Sunday comes and I give up. Officially 3 days no help. Monday, my app states the transponder failed and to replace it. Im not due for a replacement so I go online and complete a replacement request. No one calls me until Wednesday. I explain it to the associate and tell him I have no more sensors/transponders and he places the order. Today is Friday, 4/26 and I call another hr wait, ask where my replacements were and they just shipped it today and that I wont get it until Wednesday. Thats now a week no sensor no way to check my sugar, in and out of low/high blood sugar. I asked to speak to a manager who was supposed to call me. No call. I then get a coupon and go to a pharmacy to spend $228.34 on a pack of 3 sensors. I would like a refund. As I cant afford both the Dexcom and a separate blood glucose monitor. I need to be able to rely on Dexcom. This is disappointing as I depend on this to live. And now Im broke.

  Business Response

  Date: 05/01/2024

  Thank you for sharing your experience with us.  We are sorry to hear of the challenge you recently experienced with the Dexcom product.  We also understand how stressful it can be when needed replacement items arent delivered in the timeframe promised, and we apologize for any miscommunication and delays.  We are constantly striving to improve our customer experience.  A member of our leadership team made contact today to confirm an additional replacement order has been created with ***** overnight shipping and to obtain additional information regarding this issue.  Additional contact information was provided to the consumer should she decided to seek additional compensation.   Please do not hesitate to reach out to our technical support team for any further assistance needed.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 05/01/2024

  
  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:04/26/2024

  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 technical support is nearly helpless patient to reset password. We have had to try to reset is numerous times over the past few years, especially in the past month. We have no trouble on other websites in doing so, but DEXCOM process is such that it fails to allow reset by patient, and requires a phone call to a tech support agent,where the wait time is ridiculously long. This morning, unable to reset password myself, I have already spent over an hour in the failed process combined with wait on phone.

  Business Response

  Date: 05/01/2024

  Thank you for sharing your experience with us. We are sorry to hear of the challenge you recently experienced with the Dexcom product. A member of our escalations team has spoken with the consumer and confirmed the password was reset successfully and no further assistance is required.  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  
  Thanks,
  
  *******

• Initial Complaint

  Date:04/26/2024

  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 product is simply not reliable and accurate. Many times I do not believe the values the Dexcom G7 is telling me. It is useless since it is not accurate, either my it tells me my BS is too low or too high. It wakes me up in the middle of the night with false lows. You try to calibrate it with a correct finger stick value and it won;t use your new calibration. Occasionly the sensor will fail out of the blue and yes they will send you a new one. What's the good it the product is inherently suspect. Companies build heart pacemakers with 100% reliability because people's lives depend on it. I sure as h*** wouldn't want to base my life on a Dexcom G7 sensor and it's values. It should be simply removed from the market until their engineers can produce a more reliable and accurate product.

  Business Response

  Date: 05/01/2024

  Thank you for sharing your experience with us. We understand how important it is for the product to operate as expected and the frustration when those expectations are not met. A member of our escalations team attempted to contact you today, 5/1/24,regarding your concerns.  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:04/24/2024

  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.

  The Dexcom G7 app stops working every third day or so. I have to uninstall the app and then reinstall it enter all the information all over again and start over. For something that's supposed to give you ease of mine when checking glucose on a regular basis, it is very frustrating that the app continues to fail on a regular basis. Please further my remarks to the company and urge them to spend significant amounts of investment to fix their app so that it reliably takes measurements. I never know if I can rely on it or not. My insurance company switched The glucose monitoring system to dexcom now much to my remorse. If I have to stay with this, please please please please please please please please FIX YOUR MOBILE APP. Otherwise, please make it that I can have the sensor read by something else other than the Dexcom app. Thank you. P.S. I have a ****** Pixel 5.

  Business Response

  Date: 05/01/2024

  Thank you for sharing your experience with us. We understand how important it is for the product to operate as expected and the frustration when those expectations are not met. A member of our escalations team has spoken with the consumer and confirmed the app is currently working properly and the that the consumers phone is compatible.  Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:04/22/2024

  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.

  My doctor has *********d me the Dexcom G7 to monitor my blood glucose due to my diabetes. The G7 is a sensor that is inserted on the back of the arm and sends blood sugar readings to a app on my Iphone. The Sensors are supposed to last 10 days before they need to be replaced. In the last 6 months I have had numerous G7 sensors fail early before the 10 days. In the past I have contacted Decom and they have had them replaced with no charge and i have even mailed them back the failed sensor so they can look into the issue. I contacted Dexcom customer service on 4/22/2024 concerning another G7 sensor that failed after 7 days. I was told they could not approve the replacement due to the number of replacements they have processed on my account in the past. On 4/17/2024 i received a email from Dexcom advising me that during a recent study they learned that only 80.5% of their G7 sensors last the full 10 days they are designed for. They recognize they have a issue with their sensors. I would like a refund for the full amount of my last prescription of $250.00 since i will have to have my doctor ********* a new blood glucose monitor through another manufacturer since the G7 continues to fail and Dexcom is now being difficult in replacing them and not to mention the time it take me to contact Dexcom each time to get a replacement issued. It is obvious that Dexcom has a design defect they cannot identify and rectify and now are attempting to refuse replacements for their defective medical device.

  Business Response

  Date: 05/07/2024

  Thank you for sharing your experience with us. We understand how important it is for the product to operate as expected and the frustration when those expectations are not met. A member of our escalations team attempted to contact you today,5/7/24, regarding your concerns.  The requested replacements from 4/22/24 were never denied, rather they were simply under review and the reported issue needed to be verified.  The verification process was completed the same day and the requested replacements were delivered by ***** on 4/26/24.
  
  As for the Dexcom letter referenced in your complaint, rest assured, Dexcom takes the safety and effectiveness of our products seriously. As the product is a subcutaneous medical device, the performance can vary from one consumer to the next. Our training and technical support teams are experienced in assisting consumers with improving the performance of the product with information and strategies on best use and practices, reducing the frequency of errors and need for replacements.We encourage you to take advantage of these free services to get the most out of your G7.
  
  Finally, you requested a refund for your last order.  Any requests for a refund would need to be done through the distributor or pharmacy the product was purchased. Please do not hesitate to reach out to our technical support team for any further concerns or feedback.
  
  Thanks,
  
  *******

  Customer Answer

  Date: 05/10/2024

  the pharmacy I purchased these from denied a refund as it is a medical device and a defective product. I am requesting a refund from Dexcom and can mail the unused sensors back to Dexcom. 

  Business Response

  Date: 05/16/2024

  Again, we are sorry to hear of the challenge you recently experienced with the Dexcom product.  As previously indicated,since we do not sell the product directly to consumers, any request for refund should go through the seller. 
  
  Our training and technical support teams are experienced in assisting consumers with improving the performance of the product with information and strategies on best use and practices, reducing the frequency of errors and need for replacements. We encourage you to take advantage of these free services to get the most out of your G7.
  
  Thanks,
  
  *******

• Initial Complaint

  Date:04/16/2024

  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.

  4/16/24 Went to put this sensor and it fall off as soon as I put on, need the Company to replace it. Pretty expensive for someone thats not working. Just get SSI. Sensor # **** Thank you,*********************

  Business Response

  Date: 04/23/2024

  Thank you for sharing your experience with us. We are sorry to hear of the challenge you recently experienced with the Dexcom product.  A member of our escalations team attempted to contact you today, 4/23/24,regarding your concerns.  An order has been placed to provide you with a replacement sensor, please allow 3-5 business day for the delivery.  Please do not hesitate to reach out to our technical support team for any further assistance needed.
  
  Thanks,
  
  ************;

• Initial Complaint

  Date:04/15/2024

  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 having a lot of issues lately with my Dexcom G6 sensors. They quit working before the time I need to change it. I feel bad calling them asking for another one, but I have no choice. Most of the time, they send me one in good timing, after I call and explain the situation. But this time, its been VERY FRUSTRATING!! I usually get 3 sensors once a month. The first two this month stopped working and were default. I went through 2 in 1 hour! Ive been calling in now for 10 days now and they have been sending me links in my emails for supposedly sensors shipped via Fed ex over night and all 3 sensors never get shipped. Labels get created but do not leave the warehouse. I call the representatives, hold for ***** minutes, calls drop and when I ask to speak to a supervisor, they cant get one and never call me back. Im so disappointed. Im lost at what to do. I have no sensor now and have no idea when one is coming. Very scary for me. Im hoping that this complaint with the Better Business Bureau will somehow get someone to genuinely help me. I will try to contact the corporate office tomorrow.Sincerely,S.C.

  Business Response

  Date: 04/22/2024

  Thank you for sharing your experience with us. We are sorry to hear of the challenge you recently experienced with the Dexcom product.  A member of our escalations team attempted to contact you today,4/22/24, regarding your concerns.  In addition, we were able to verify the replacement sensors were delivered by ***** on Wednesday,   4/17/24.  Please do not hesitate to reach out to our technical support team for any further assistance needed.
  
  Thanks,
  
  ************;