ComplaintsforAbbott Laboratories

Pharmaceutical Manufacturer

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Initial Complaint
08/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am diabetic and my doctor wanted me to use the FreeStyle Libre 3 blood glucose monitoring system. This was purchased in late April (4/21/24 is date on pharmacy sticker on box) along with two sensor units. The first two units worked fine, the following two sensors were defective however. The first one gave me an error message, I called Abbott/FreeStyle Libre and they said to just use the other sensor when I got home (I was at work) and return the faulty one. They said a replacement would be sent to me, and a box to return the defective one; it did arrive a few days later. I applied the second sensor I had and it nearly immediately malfunctioned (giving an error message after giving me an initial glucose reading of 43, which was drastically off after I checked myself with my old glucose reader. The reader unit itself appeared to be fine as I had spoken to someone with Abbott who had me give him serial numbers from unit, he said the reader was functioning correctly. At this point I no longer wished to use the device as I can't trust the sensors, and explained this on the next phone call. I was informed that I could return the unit, which I did (around June 24). The reader and it's cords, the unused sensor they sent me, the defective sensors, purchase receipts and the reference number were returned in the ***** box that they sent for the first sensor to be returned; I spoke with someone at Abbott after sending all in same box and he said that was fine. **************** has since been very evasive when I call and give them case number and ask about refund status. I get transferred several times usually and am given only a vague response of some kind (on the last call I was told someone would contact me when they had some information). I am not seeking a refund for first two functional sensors; for the next two defective sensors I would like to be reimbursed. I was told by Abbott the reader could be returned so I am seeking a refund for that also.
Business response
08/30/2024
After reviewing the available information and documents, the customer's requested resolution was approved and processed. Per shipping records, the customer's eligible reimbursement has been successfully delivered as of 23AUG2024.
Customer response
09/04/2024

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.

Sincerely,

*******************
Initial Complaint
07/30/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I applied for the abbot labs program Pathway plus for nepro lp because I have ckd. They told me my insurance ******** in ca doesnt cover it and wouldnt tell me which pharmacy to get it from. So I called ******** ca and they told me its covered under exception if you have ckd and no one tried to put it through . So ******** called Abbott to tell them California does approve nepro through medical rx program. Abbott said a manager of the program would call me back and no one has and ****** representative is insisting on not giving me the name of a pharmacy or after talking to the state of California medical acknowledging what they said that it is approved for ca under medi cal rx exception.
Business response
08/08/2024
Dear *********************,

We understand your concerns and have been resolved with our Pathway Plus team. Should you have additional questions, you are welcome to call ************, Monday-Friday from 8:30am-5pm, ET.

Sincerely,

Consumer Relations
Abbott
Customer response
08/08/2024

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.

Sincerely,

*********************
Initial Complaint
07/25/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Continuous glucose monitors were defective. Contacted company to request refund. They told me to return product, which I did. They told me they lost the returned product, I provided tracking number (9534 6124 4532 4123 9750 21). They asked me to resend a picture of the receipts so they could contact the pharmacy, which I did, and they acknowledged receipt. They told me the refund would *********** weeks. I waited. Every phone call since is a run around. Despicable customer service. I demand a refund as discussed and agreed upon. I've done EVERYTHING they've asked me to do. this is unacceptable.
Business response
08/30/2024

After some processing delays, the customer's request has been reviewed and their requested resolution has been approved and processed. Per shipping records, the eligible reimbursement has been successfully delivered to the customer's provided address as of *********.

Regards,
FreeStyle ************* Team
Customer response
08/30/2024

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. What is not satisfactory, however, is the subterfuge in attempting to escape their responsibilities in this matter. I would like it to be noted that, while I received a refund, the time and effort put into achieving this result were utterly ridiculous. This is not a scrupulous firm and I would not recommend that anyone do business with them, if it can be avoided. I have complaints into other agencies that I hope will result in further sanctions.

Sincerely,

*********************************
Initial Complaint
07/16/2024
Complaint Type:
Product Issues
Status:
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.
The glucose meter worked for less than 3 days. Contacted customer service. According to customer service and my veterinarian free style libre 3 can be used on dogs but customer service stated it.is not warranted for dogs only humans. Does not have that in writing in their instructions
Customer response
07/29/2024
I bought the FreeStyle Libre 3 on 7/3, started using 7/9, it worked for 2 days. Phoned company on 7/11, no resolution Messaged on 7/12, received call back 7/13, was told they wouldn't do anything about meter not working Paid $45, was supposed to work for 14 days not 2 days
Business response
08/13/2024
All published literature regarding Abbott Diabetes Care products, including the product user manuals, have stated that the products are intended for humans to manage their diabetes. Abbott Diabetes Care **************** spoke with the customer on ********* and explained that any products that were used outside of the approved and intended use would unfortunately void the product's warranty and therefore would not be eligible for warranty coverage with Abbott Diabetes Care.
Initial Complaint
07/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am a user of ********************** libre sensor 2. Of the last 6 boxes purchased 3 boxes ended in 7 days not 14 days as marketed and sold. I called Abbott Laboratories 2 times with the issue and was confronted by the worst customer service experienced. Of the 3 defected boxes only one was replaced pending sending defected one back. The log on each customer's sensor reader clearly informs when sensor errors occurred this was read to customer service but still received only one replacement. My insurance will not pay for prescription refill for 10 more days due to a problem that was defected and sold to diabetic patients. There are several complaints online and this company need to be held accountable for knowing of the problems but responding to customers with bullying tactics because they are informed by their doctors and pharmacies to contact the manufacturer of the product
Business response
08/13/2024
In reference to complaint #********, our Customer Service team spoke with the customer on *********.

The customer's concern was discussed in more detail and additional eligible replacement were issued to the customer. The call was concluded after confirming with the customer that their concern had been addressed to their satisfaction and that they did not have any further questions.

Regards,
FreeStyle ************* Team
Customer response
08/13/2024

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.

Sincerely,

*************************
Initial Complaint
07/02/2024
Complaint Type:
Product Issues
Status:
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.
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 well
Business response
08/13/2024
In reference to complaint #********, call attempts were made on 30JUL2024, 31JUL2024, and 01AUG2024, but our **************** team was unable to get a hold of the customer to further discuss their complaint. The customer has yet to back reach out to our **************** team.

Regards,
FreeStyle ************* Team
Customer response
08/14/2024

Complaint: 21935089

I am rejecting this response because: I NEVER received a phone call nor was a voice message left or received to return a call to their customer service. I work until ****** daily and while working if a call is missed I definitely return said calls. As I previously stated there weren't any calls received by Abbott nor was a voice message left or received. Abbott could have also emailed me as they have done previously.

Sincerely,

Taonica *****
Business response
08/30/2024
Abbott Diabetes Care **************** has reviewed the provided customer details and have determined the customer is not eligible for the additional service requested. Abbott Diabetes Care **************** has already provided the customer with all eligible product warranty services and educated the customer on ADC's policies on *********.
Customer response
09/04/2024

Complaint: 21935089

I am rejecting this response because: I have attached the emails I had with ******* from Abbott and just as ****** did ******* also told me there wasn't anything they could do. The last time I purchased this product was June 29th, I spoke with ****** from Abbott on July 2nd and contacted the BBB about it. I wasn't contacted by Abbott until several weeks later and they requested receipts but rejected them because they weren't within ******************************************************** and find something else. I no longer use their product but I deserve my money back for the 9 sensors I still have that I made a request to be replaced and they refused and then refused to compensate me for their faulty product. This isn't a product I buy because I want t it was a necessary to my life prescribed by my endocrinologist. I am a Type I diabetic since age 10 and became unaware and didn't have signs or symptoms of hypoglycemia (low blood sugar) until becoming or almost becoming unconscious and they provide an affordable product but showed me I didn't matter nor my condition; my life and this illness is NOT a game!
Abbott NEVER provided anything to me about their policies etc as you can see in the attached emails. No explanation was ever given as to why their product doesn't work for me. As I stated Abbott did have issues with Android users and several months ago sent an email stating the issue was corrected and that is when I really started having problems. In 1 weekend 3 sensors stopped working 2 in less than 12 hours but the issue is me. I also emailed about a coworker who had the same thing happen but the issue started happening with me more often than not so I upgraded to a new phone same issues.
Sincerely,

Taonica *****
Business response
09/10/2024
Abbott Diabetes Care **************** has been very generous with the customer regarding warranty replacement products, but the customer's request has become very excessive and has exhausted Abbott Diabetes Care warranty policy. Additionally, refunds are for verifiable and unused ADC products with verifiable proof of purchase within a specified timeframe. The customer was unable to meet either requirement for Abbott Diabetes Care **************** to proceed with their request.
Initial Complaint
07/02/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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.
Business response
08/13/2024
Regarding complaint #********, our **************** team spoke with the customer on ********* where additional complaint details were gathered. The customer mentioned dissatisfaction with a specific ADC product which has been documented for further review. At this time, the customer mentioned that they plan to revert to another ADC product they have used in the past and had no further requests.

Regards,
FreeStyle Customer Care Team
Customer response
08/15/2024

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.

Sincerely,

***************************
Initial Complaint
06/30/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I just received the patch and it will not connect with the app or the monitor I had to purchase.I want to use the device but can not.
Business response
07/30/2024
In reference to complaint #******** has reached out directly to our **************** for support regarding this matter.

The customer's complaint has been appropriately addressed and documented. The customer was issued an eligible replacement product per warranty policy on 04JUL2024 and per the tracking details, the replacement was successfully delivered as of 06JUL2024.

Regards,
FreeStyle ************* Team
Initial Complaint
06/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have three simple, but important questions about my Libre 3 reader that Abbot customer service has failed to answer even after numerous calls made. My questions are as follows: (1) What does the "Time Sensor is Active" percentage mean, specifically? (2) Why does the blood glucose reading not update while the screen is on - unless I exit to the main menu and tap "view glucose"? (3) **My most important question** I had noticed that while out hiking, the reader automatically created a logbook entry for "exercise." HOW DID THE READER DETECT EXERCISE? I called support to ask this very question. They confirmed that it does detect exercise, but did not tell me how. Why is this "feature" not mentioned in the manual even once? What other sensors is this thing equipped with, and what data is it reporting without my knowledge/consent? Abbott is making a strong case for my return to the Dexcom G7.
Business response
08/01/2024
In reference to BBB Complaint #********, our **************** team was able to connect with the customer on ********* to address the customer's questions and concerns. Our **************** team was also able to confirm with the customer that their current products are working as intended and expected and therefore did not have any further concerns at this time.

Regards,
FreeStyle ************* Team
Initial Complaint
06/28/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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 service
Customer 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,

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

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