ComplaintsforAbbott Laboratories
Pharmaceutical Manufacturer
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Complaint Details
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Initial Complaint
07/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have purchased multiple FreeStyle Libre 3 sensors that prematurely stopped working as well as the replacements. Most within the 1st 24 hours of being applied. I have a total of 8 sensors that ********* refuses to replace and told me the can't nor will they replace their defective product. I did replacement requests still have the defective products and paid $40 for each. After being transferred 3 times a representative named ****** told me i needed to reach my insurance and/or health care provider. I no longer want their product but at $40/ each i want a refund. ****** was very rude. I'm type 1 diabetic for 38 years and am unaware of low bld sugars even with adjustments and changes my endocrinologist made! I went out of state and my sensor stopped working with 5 days remaining picked up another and it stopped working in less than 24 hrs, i replaced that 1 when i returned home Sunday 6/30 and it stopped working .At this point i want to be reimbursed for this defective and horrible product!! 8$40=$320.00 w/ insurance DO NOT USE THIS PRODUCT... **************** is horrible as wellInitial Complaint
07/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have been using the freestyle Libre 2 (FS2) by Abbott for over 2 yrs, had a few problems with it, wasn't enough for me to worry about.I started using FS3 last year, initially noticed that 1. it can't be calibrated, 2. It doesn't stay on for the entire 14days as advertised, 3. and biggest issue was the fact the the readings are inaccurate. I am diabetic, and before I switched to FS 3, my A1c was 6. After I switched it, started to climb until it was 7. I got a lot of low blood sugar alerts & would have to take glucose pills to bring it back up. The last 3 months, I started to monitor it, every time I got a low blood sugar alert, I'd use a fingerstick and found out that while FS3 had me on 55, fingerstick reading would be 100. I started confirming FS3 readings with fingerstick and it was always off, last week at my doctor did a finger stick and my reading was 117 while FS3 said it was 97. This morning after a sleepless night with low glucose alarm going off all night, I did a finger stick, reading was 146, while FS3was 53.I call Kroger pharmacy, ******* and asked if I could return them because I had a 90day supply, explained what had been happening to me and told them and have my doctor ********* FS2, they said I had to contact the manufacturer.I called the Manufacturer's customer support number, explained what happened to me, and again asked for replacements. She transferred me to a reading specialist. explained to the gentleman who took the call what had happened to me, and that I wanted them replaced with FS2 or barring that a refund. He said I had to use them. I explained that they were not working as advertised, and were basically useless in helping me control my diabetes, he said I had to use them. I asked what was the point of having a CGM if I have to stick my finger numerous times a day, he kept insisting I had to use them, so I hung up on him as the conversation was going nowhere. I no longer want replacements and will try a different type of CGM.Initial Complaint
06/28/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I use the Freestyle Libre 2 sensor to monitor my blood sugar (I'm a type 1 diabetic). I've had multiple sensors fail for no apparent reason. I've had 3 of them fail in less than 1 month. I put the sensor on and wait the required 1 hour. Then scan it and get a message "try again in 10 minutes." Then after waiting 10 minutes I get the same message again. After going thru this repeatedly 3-5 times I get a message saying "start a new sensor." I've also had some work fine for a few days or even just a few hours and then they fail. My insurance covers some of the cost for these sensors, but I'm paying about $75 out of pocket for two sensors. When I've gone thru the steps to report it to Abbot I have to wait for them to send me a box to ship the failed sensor to them and then wait for a replacement. But I've never received an actual replacement. I'm fed up with this and will be switching to a different continuous blood glucose monitoring system who hopefully has a better product and customer serviceCustomer response
06/29/2024
Better Business Bureau:
The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed.
Sincerely,
*************************Initial Complaint
06/25/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been on FL3 since 10-22-22. I have been a Type I diabetic for 39 years. Before being switched to the 3, I was on FL2 for 2 years. Yes, *** had the occasional bad sensors, but nothing like the past 6 months. I've had 2-3 in a row not work. On 6-22-24 my sensor ended so I replaced it. Did all the steps correctly & put it in approved location. I got constant 380 error codes from 8:26pm on the 22nd until 3:56am on the 24th when my husband brought me back from a diabetic low blood sugar seizure. I had tried THREE different sensors over those hours/days, all with the same result. I fell asleep before the countdown ended & therefore didn't realize the 3rd sensor wasn't working either. Upon calling Freestyle Libre customer support helpline, they denied sending replacements stating "I've had too many replacement requests". Now I'm out $225 & have no way to get refills since the bad ones were all from a recently picked up prescription. When the sensors actually work, they're fantastic & have been life changing for my nighttime seizures. I'm infuriated that I'm being both penalized & held financially responsible for YOUR faulty product!!! I have the documentation, screenshots, **************** of everything!!! I've already contacted my Endocrinologist about switching to the Dexcom after this incident. DO BETTER FOR YOUR CUSTOMERS WHO'S LIVES DEPEND ON THESE DEVICES!!! I honestly wish I could give yall ZERO STARS!!!!Business response
06/28/2024
Abbott Diabetes Care **************** spoke with the customer on ********* to better understand the situation by gathering additional information. After discussing the customer's complaint, ********************** **************** was able to process eligible replacement products to the customer.Initial Complaint
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In June 2024 I was given a a freestyle libre 14 day attached glucose monitor by a medical entity to track my blood glucose levels. I have a severe colophony allergy and needed to know if the device adhesive contains colophony. The product is not labeled with adhesive ingredients, which I believe is in violation of *** regulations. After contacting the manufacturer (Abbott) at two different numbers, nobody could tell me ingredients or whether the adhesive contains colophony or its chemical derivatives. After several attempts, an Abbott representative returned my phone call and refused to give me the information. He stated that a physician must submit a formal medical inquiry before they will reveal the ingredients of the device adhesive. I believe this is a violation of the *** labeling requirements and is most certainly a consumer safety hazard. The *** has ample evidence that adhesive ingredients can cause severe allergic reaction and it is a health and safety issue. There is absolutely no way for consumers with allergies to know if these products are safe and Abbott refusing safety information to consumers is dangerous and disconcerting.Customer response
06/28/2024
Better Business Bureau:
The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed.
Sincerely,
*****************************Initial Complaint
06/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
After using an older model of Abbott Labrotory's Freestyle Libre blood glucose sensor for years, I switched to the newer FreeStyle Libre 3 sensors on 18 April 2024. They were not covered by insurance. The first Freestyle Libre 3 was defective in a couple ways, including repeatedly triggering an alarm in the wee hours of the morning. In consultation with the Abbott customer service rep, I decided to switch back to the older, more dependable model and receive a full refund of $74.99 for the defective FreeStyle Libre 3s..I was instructed to return the sensors and original receipt and provide a tracking number for the shipment, which I did immediately. Abbott opened case ******** to track the refund,Then, I heard nothing until today, 22 June 2024, when a "supervisor" called at *****, asking for a photo of the original receipt that I sent 3 months ago. Unfortunately, she didn't give an email address to send that photo.I've spent the last 2 hours calling Abbot customer service for that address to no avail, although they did give me the address for Abbott *******The last representative told me that ONLY the refund department can give me that address and THERE'S NO WAY TO CONTACT THEM by phone or email. The customer service rep said I had to wait for Abbott to phone me again, which may take another 3 months.I've uploaded here a photo of the original receipt and one of the package serial numbers.Thanks for whatever you can do to expedite this situation.Initial Complaint
06/19/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My dog was recently diagnosed with diabetes and our vet prescribed the Freestyle libre 2 to monitor trends in his BG to regulate his condition. After many successful applications I had 2 applicators in one month jam during application, rendering the device useless. When making a call to the pharmacy for a replacement I was advised to reach out to the manufacturer for a coupon to cover the cost since their device was faulty. They are refusing to cover the cost of replacement devices because the patient is a dog.Business response
06/28/2024
Abbott Diabetes Care **************** reached out on *********, *********, *********, and *********, but have been unsuccessful with getting a hold of the customer. Voicemails have been left to instruct the customer on how to contact ********************** ****************, but the customer has yet to reach back out.Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a Freestyle Libre from Abbott Lab. The meter was giving false readings of over 300 for two days. Then it didnt reader the sensor it said not detected. I called Abbott Labs customer service, I spoke to a male he was to mail out a new reader and I was to return the old one. Its been one month and I was told no request had been made. I have a defective sensor reader that need to be replaced.Business response
06/25/2024
Abbott Diabetes Care **************** spoke with the customer on ********* to explain warranty policies and procedures. After gathering more information from the customer, eligible replacement product was determined and issued to the customer.Initial Complaint
06/16/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I cant email or get in touch for help with my bad sensors, i have to wait all weekend long and then another 10 days to get my sensors that are bad replaced, i have spoken with this company about this and in the last 20 days i have gone through 3 sensors not at my fault, no sweating, water intrusion, hitting or bumping the sensor, applied on clean dry skin . @ have gone bad one the adhesive wasnt strong enough and fell off, i dont have oily skin or any condition that would warrant a sensor failure, I do not abuse these sensors in any way shape or form and this is the only way i can get in touch with abbott about these problems. My physician wont prescribe more than 2 at a time for the month, there is no way for you to get emergency sensors .Business response
07/30/2024
In reference to complaint ********, we have records of making outbound call attempts to this customer, but had difficulty getting a hold of the customer.Multiple call attempts have been made between 24JUN2024 and 03JUL2024 with messages left on the customer's voicemail advising the customer to return the call. **************** was finally able to connect with the customer on ********* where the customer's complaints were logged in more details and eligible replacement products were issued. Tracking information for the customer's replacement product states successful delivery as of 11JUL2024.Regards,FreeStyle ************* TeamCustomer response
07/30/2024
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. I spoke to an agent who got me the replacement sensors and gave me the correct link to get new one should the problem arise again, i have the correct information to get sensors, thank you for your help in addressing this matter.
Sincerely,
*************************Initial Complaint
05/09/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased 2 cases 6 packs of their drinks and 3 boxes of their bars. The drinks tasted like chalk and the bars were hard as rocks and I almost broke a tooth!Customer response
05/10/2024
I no longer have the packaging or the items I threw them outBusiness response
05/13/2024
Dear ***********************,
Your health and safety are our top priorities, and we would like to speak with you to learn more about your experience with our products. A phone conversation allows us to better understand the situation surrounding your concern, and we hope you can give us a call at your earliest convenience. We can be reached at **************,Monday-Friday from 8:30am-5pm, ET & please reference customer# ******** when you call.
We look forward to speaking with you soon.
Sincerely,
Consumer Relations
Abbott
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Customer Complaints Summary
172 total complaints in the last 3 years.
57 complaints closed in the last 12 months.