Dexcom
Reviews and Complaints

I am grateful for the technology that allows for continuous glucose monitoring. This has made an incredible improvement in my diabetes control. The problem is that th G6 is a faulty product. At least 1in 5 sensors will not work to spec. They will give crazily low readings, work intermittentlyor quit working early. I even had one that detached from the adhesive and fell off in my sleep. The company knows that they have a faulty product and will replace failed sensors. The problem is they farmed out there customer service to the lowest bidder so if you need to resolve a problem with them you wiill wait on hold for hours before they answer. If you use their chat, you will wait in queue for an hour, enter the same information you used to log on , then they will drop you, If you have them call back, they will do so when you are at work.

Awful and unreliable when pregnant! I was advised by multiple customer service representatives that pregnant women could wear this with no issues while pregnant. Less than a week ago my Dexcom told me I was double arrows down at 46, when I poked my finger, I was 204! This happened on multiple occasions, and every time I expressed I was pregnant and was still advised to change my sensor and it was only a sensor issue. Well today I finally asked for a supervisor before changing to my 5th sensor in less than a week, I waited on hold for over 52 minutes before reaching a supervisor to then have to specifically ask for a yes or no answer as to if pregnant women should not rely on or wear a Dexcom to be told no! Pregnant women should not wear a Dexcom due to its inaccuracies! Had I kept relying on this product to be truthful with my sugar readings, it could have resulted in poor health and hospitalization for me, as well as the loss of my unborn baby! To me, this is unacceptable after being told by multiple representatives that it was reliable while pregnant, when come to find out, it is not!

Dexcom provides life-saving continuous glucose monitors (D6) for Type I diabetics. They work "with" insulin pump manufacturer Tandem to create an integrated system. Failures of the Dexcom product are common. Dexcom states they will replace failed sensors and transmitters, however, my experience with Dexcom is that they provide poor service, argue that failed sensors are the pump manufacturer's fault, have poor access and very long delays, and slow to admit responsibility or provide reasonable timely service for their products when they fail. The consequence of losing a continuous glucose monitor (CGM) is lack of blood sugar control. High blood sugars are well recognized as the proximal cause for diabetic complications (heart attacks, loss, of vision, vascular issues and amputations, kidney failure, etc.). In the last four days, I have suffered two failed sensors and resulting high blood-glucose levels. As I write this I am on my second call to Dexcom today. The first ended after the Dexcom representative placed me on call for 35 minutes.. then disconnected. I have called back and again the representative has placed me on hold (51 minutes so far). Perhaps the ComplaintsBoard.com could relay this to Dexcom.

I waited 3 years to get this product. The sensors fall off about the third day. I ordered the overpatch 16 days ago and received an email that said I would receive them in 3-5 days from ***. They did not arrive. I called Dexcom who said they would arrive the next day. I talked with five customer service reps today and all gave me a different timeline for delivery. If they know it is a problem they should included these patches in the sensor boxes. I am having to tape them on and it is irritating my skin. Horrible customer service. Medicare should review this company. I have told my Dr. Office they should not recommend this company anymore. I have had the Dexcom about 30 days, so I can not return it. Unfortunately I am stuck with it. I was told you do not have to recalibrate this cgm. Mine was off by about 40 pts. for more than two days and I did recalibrate it. A cgm is a wonderful tool for a diabetic who is also on a pump. Amazing this company could not ship them overnight to me or within 24 hours. The company I get my pump from does when something goes wrong. They say if the sensor falls off they will replace it, I am really afraid how long it would take to get it replaced. Run if your doctor tells you to use Dexcom...

I am a type 1 diabetic who switched from finger sticks to the Dexcom g6 glucose monitoring system. The whole idea was less hassle, easier living. Within the first month, I started encountering problems with the product. The sales pitch is great. I needed technical help for my phone to receive the readings. The technical person was extremely rude. I also found out afterwards that this product is not fully compatible with the Iphone 11 models. That was never mentioned. The sensors are supposed to stay on for 10 days. My sensors are peeling within 3-4 days as I am extremely active. They do offer you a free additional adhesives to go over but will only send 10 at a time. They also peel off. I called back to customer service and my sales rep told me that I needed to talk to someone in product care. Again, not very nice on the phone in product care. She told me that in addition to the regular adhesive, and the adhesive overlays, I should buy a skin tac to help it stick to my body. I did not want to put chemicals on my body. I ordered from another vendor an overlay and that does not stick. Summer has not even started and this device is a failure for me and anyone else who does not want to spend an additional $20-40 a month on supplies to get your device to adhere to your body.

I recently called the company and reported a problem with the transmitter. It had just stopped working leaving me with a sensor attached that I couldn't use without a transmitter. It was early Friday evening and I called them. I was told they would overnight me a new transmitter and sensor. They would also mail me a package so I could return old the old transmitter and sensor. I realized that I would not receive any products over the week-end. When Tues. arrived, I had expected to have the new transmitter and sensor Tues. late morning. When that didn't happen I called the company and I was told that the products would be coming later on Tues. Later in the afternoon I received the package. I needed the products as I had no test strips left. I opened the package and was horrified to find it being a package to return the materials, but no new materials. I called the company and spoke to customer service who transferred me to technical support. Customer service didn't understand what was going on. When I finally spoke to technical support they said the order hadn't been placed Friday. WHAT?! I said that the person who had told me that they'd overnight it to me hadn't done that. They never admitted that, of course. i had to borrow money from a friend to get more test strips. I don't trust them anymore and will look elsewhere for a CGM

My husband uses Dexcom 6, wish I knew there were other companies with similar products, before we got the dexcom. The dexcom doesn't read high enough to accurately monitor my husband's glucose levels, the sensors never work, they continually go off line for 2-3 hours at a time, forget downloading any report history from the receiver, if you don't have the right software you can't retrieve the information, or as the tech agent says, " buy the software yourself.", (my husband has to keep a journal to track his levels) the tech support is basically useless. They act like they want to help you but do the opposite, my husband has been waiting for 13 days for a new charger cord that was supposed to be over nighted to us, his receiver doesn't hold a charge for long. this is after they sent the wrong item in the first place. the tech agent put in the wrong code for the item we needed replacing. You are put on hold for 30 minutes then hung up on, and when you call back frustrated they say please don't be offensive, not sure how saying " I was on hold and you hung up on me I am not happy about it" is offensive! Maybe if their product worked they wouldn't have to deal with upset patients. They must have some great contract deal with all the pharmacies in town because I have tried *** different places, along with *** and no one can *** for any CGM other than dexcom, at least in my area. DON"T USE DEXCOM FIND A DIFFERENT CGM!

Amazing product, abysmal customer server and support. Customer service is amongst the absolute worst companies to deal with. My insurance covers 100% (no deductible). Every 3 months when I please my order, I have to spend hours dealing with their customer service as every time they try to charge me saying I only have 30% coverage or some other random number. For the years I've been getting Dexcom supplies, my insurance has never changed, and it has always been 100% coverage (no deductible). Last month my supplies were late, as the website was correctly showing I owed $0.00 and I placed my order... only to get an email a week later that they provided me with "help" by canceling the order for me and sent me a new bill, making my supplied weeks late (they only supply you exactly enough to do you to the date you can reorder on. Then they took almost a week to do a benefits analysis (for the 12th or 13th time) only to find out exactly what the system had shown when I placed the order, that I owed $0.00. Two weeks later when they filled my transmitter order, they AGAIN had the wrong coverage showing, and again had to do the analysis of the benefits... I just paid the $150 or whatever it was out of pocket as I had no patients left to spend hours on the phone. Opening a ticket on the website, will not be responded too. You, have to phone in every time, spend 2-3 hours getting to someone competent, letting them spend an hour getting the insurance reviewed, and them MAYBE you will get your life saving supplies... but never on time.

I started getting reactions to dexcom adhesive early this year. When I called Dexcom and asked if they had changed the adhesive, I was told they had not so I purchased another shipment of sensors assuming that whatever reaction I was having was due to hormones (I'm currently postpartum and breastfeeding and have had weird temporary reactions during the postpartum phases with my previous two kids). The reactions however got so bad that I had to stop wearing my Dexcom and I'm not usually a sensitive person nor am I prone to allergies of any kind. When I told a friend of mine who has an uncle that works for Dexcom, she talked to her uncle and found out that they had in fact changed the adhesives. THIS IS NOT OK. The representative at Dexcom either lied to me or was not informed of the change - either is UNACCEPTABLE. Customers should also be notified of such changes to be prepared for adverse reactions and to be able to take appropriate action in such cases. The reaction from the last sensor session never fully healed and now I have a permanent chemical burn from my last sensor. Furthermore, I have a bunch of sensors I cannot use and never would have ordered had I not been given false information from the Dexcom representative. As much as I love Dexcom and it was a life-changer, it is now unusable for me and many others with similar experiences. If you are considering getting a Dexcom, please look into this growing issue before you commit, especially if it is for your child. You don't want to be repeatedly putting adhesive on a young child that will eventually cause chemical burns.

I have been using the Dexcom G6 for approximately 2 years. Overall the technology works well. I have noticed a variance in glucose reading when compared with the calibrated point of contact glucometer used at the hospital where I'm employed as an RN. This variance is about 10% +/_. Where Dexcom truly falls short is with its customer service I recently spent many hours on the phone trying to obtain the replacement of a non functional transmitter. After speaking to several very polite overseas based reps and requesting escalation to a supervisor, they never fulfilled promises to call back, I finally spoke to a US based trainer within Dexcom, I had my replacement transmitter within days of speaking to her. I have tried many times to reach Dexcom corporate offices all to no avail. I even tried contacting Dexcom via their investor relations office, using email and phone, all to no avail. I reached out to Dexcom just last week for supplies as my Health insurance has changed, two days later I got a referral to a vendor, as of yesterday Jan. 19, 2021 the vendor had not received my referral. Earlier in 2020 I was given a referral to a vendor which simply did not respond to any attempts to obtain service. I have had 2 sensor failure which between Dexcom and the insulin pump manufacturer were resolved to my satisfaction. One of these failure bought me very close to seeking emergency care for possible Diabetic Ketoacidosis. In summary technology is is quite sophisticated but customer service is rudimentary at best. Dexcom seems to do a very good job engineering and marketing products but fails dismally at service to its customers and investors.

Dexcom product is good. Their billing department is completely incompetent. I've been dealing with billing issues with Dexcom and poor customer service regarding this issue for a year. I have updated my insurance information too many times to count, yet they keep sending my bills to Kaiser Permanente Mid-Atlantic States and wonder why they do not get paid! It took them 10 months, last year to finally realize that they were not getting paid. Two years since my insurance has changed, they are still sending my claims to Kaiser Permanente Mid-Atlantic States. I am with Kaiser Permanente Self Funded! Why do I have to keep calling Dexcom and updating the mailing address in order for them to submit claims to the correct place. I do not work for Dexcom claim's department. The last order that I placed and received was in June. I am still waiting on the bill. I called in August and sure enough, they had not received payment because they sent the claim to Kaiser Permanente Mid-Atlantic States. I corrected the address AGAIN and from what I can tell online on my Kaiser claims, it has been processed. Every call to Dexcom is at minimum another 45 minutes of my life wasted on the phone. I refused to place another order with you Dexcom until they can get your billing issues together because I'd rather not be billed for a year's supply of Dexcom supplies at once. Sadly, I am at the end of my supplies and my Tandem Diabetes Care insulin pump that works in tandem with Dexcom is pretty pointless without it. Diabetes management is hard enough. It is a shame that Dexcom has a good product, yet has poor customer service and an incompetent billing department.

I called Dexcom In October because I had changed my transmitter and sensor at the same time and got error messages. i had previously had an issue with 3 sensors falling off before the 10 day expiration and was sent 3 new sensors. I was assisted for the original reason for my call. Today I needed to change the sensor. I happened to notice that one of the individual boxes I received had an expired date on the plastic packaging that enclosed the transmitter and on the box the transmitter/package came in, there were still 3 months before expiration date! I called Dexcom and was advised to go ahead and use the expired sensor. I asked how do I know if it would report accurately. She said the receiver will let me know if it won't work. I also mentioned that I calibrated the receiver each time I changed the sensor because sometimes the numbers are really off. She advised that I should never calibrate it because I am confusing the receiver. The numbers from my accu chek meter were greatly under or over reported than the Dexcom several times and it made no sense not to calibrate it. I also explained I have been type 1 diabetic for *** the 40s and at that time I have to take in a substantial amount of sugar to prevent passing out which has happened several times. I cannot afford to use a meter that reports inaccurately and not be permitted to calibrate it so why should I put the expired sensor in if I still have to follow up with my accu chek each time to know what is going on with my blood sugar. She basically attempted to talk me off which I did not appreciate. This is my health afterall. I was able to locate the instruction manual for the G6 that I was supplied in 2020 and found that I was given too much inaccurate information for such a sensitive issue. From the faulty equipment to the unqualified rep that answered my call, I'm thinking it's best to go back to my meter if I cannot get a CGM from a more reputable company.

I received a faulty transmitter from my DME company and I contacted Dexcom on 12/10. The representative told me she was going to have a new transmitter sent to me and I would receive in 3-5 days. She was also sending a product return kit so I could return the faulty transmitter. On 12/14, I received a package from FedEx thinking it was my transmitter. Instead it was the product return kit. I called Dexcom and they informed me the rep. I spoke to on 12/10 did not request a transmitter, only the product return kit. This did not make any sense to me. They said they would reorder another transmitter and expedite the order and it would be shipped by air and I would receive on 12/15 or 12/16. When I checked my email on 12/15 around 6:30AM EST, I had not received a FedEx communication on shipping only a communication from Dexcom that it was processing. I called Dexcom and the rep informed me the order was still processing and I should check back later that day. Around 10AM EST, I called Dexcom and got the same lip-service and I asked the rep to speak to her supervisor. The rep informed me she would write a ticket marked "return call ASAP" for her supervisor since she was unable to transfer my call directly to a supervisor. Today is 12/16 and I have yet to receive a callback from the supervisor. I chatted with a Dexcom rep on their website around 5PM EST on 12/15 and that person informed me the order was not processed by the end of the cutoff time for the warehouse on 12/14 and this was why it is still in the warehouse awaiting transfer to FedEx. I contacted Dexcom at 8AM Pacific Time on 12/14 and cannot understand why this order was processed this slowly. This rep also informed me that the transmitter would be overnighted to me. On 12/16, I received a Dexcom communication that the order has shipped and I would only receive on 12/20. Wow, I could not believe the lip-service and run-around I got from Dexcom and it makes me reconsider continued use of their product since there are other options available. I have Type 1 Diabetes for 43 years and have hypoglycemia unawareness and depend on my Dexcom to alert me when my glucose levels are dropping rapidly because I have experienced several severe lows this year that I needed help to treat. I hope I live long enough to receive my transmitter. I would have given a zero star review if I could.

Aside from my insurance provider's terrible online pharmacy, Dexcom is absolutely the WORST durable medical equipment company I've ever had to deal with! Unfortunately, they have a monopoly as no one makes a comparable product, and using it has drastically improved my blood glucose control (which I need to live). Supplies have to be reordered on a frequent basis, and every time I try to use Dexcom's website to order, it fails. I have to call them and remain on hold for a minimum of 30 minutes every time before I can even get through to a human. On a regular basis, they fail to complete the order as requested (Last time I ordered, I requested at least 5 times over the phone to have next day shipping because I needed the supplies their website failed to complete the order for. The salesperson failed to include the fast shipping requirement in the order - I couldn't use my continuous glucose monitor for OVER A WEEK waiting for the sensors to come!) I called to complain after the order had been placed and I received notification that it wouldn't arrive for over a week. The salesperson claimed they would contact FedEx to get it prioritized to 2-day shipping, but they apparently didn't do so, because it still didn't arrive until the date stated in the order confirmation email. When I had technical issues with their devices (unfortunately this is more frequent than I'd like as well), I've spent 2 hours on hold waiting to reach a technical support person and had their system hang up on me! On at least 4 occasions, I have used the phone message system to request a callback when waiting for a long time on the phone and no one EVER calls back. A few weeks ago, I had a G6 sensor completely fail to insert after triggering the button on the plastic cartridge that inserts it (the device was stuck in my belly and my husband had to forcibly break it off to get it out! It was EXTREMELY PAINFUL!) I couldn't get through to tech support (I was on hold for an hour and a half waiting for tech support, so I requested a callback and they never called back). I emailed a description and photos of the issue to their order department because that was the only email address available, and their reply was to contact their tech support department. I called tech support AGAIN, finally getting through. The tech support person said "sensor deployment failure is a known issue" and he would ship a replacement sensor, but it has not arrived, and there's no evidence they ever sent it because I never received any email notification to that effect and it's not listed as having been sent in my account details. I will soon need it and can't buy additional supplies due to insurance only letting you buy a limited number. According to my phone, I've been waiting on hold for 46:38 minutes and counting. It's really too bad that a product which can significantly improve a diabetic's quality of life is produced by such a horrible company. I guess they don't care because they have a monopoly and don't have to care about their customers to sell their product. I strongly encourage any competitor with decent customer service to step up and make something that works equally well!

Inferior to the G6 as it lacks connectivity to ALL EXISTING TECHNOLOGY yet you claim it's an update. It's not and you're being untruthful when you say that. DexcomG7 in no way replicates the functions of G6 as G7 has no compatibility with pumps and pods. Stop pushing an undeveloped product onto people like it's so great. The DexcomG7 is inferior and half-baked and should have been designed to completion rather than just half as.

My 5 year old son was recently diagnosed with Type 1 diabetes, while we are very happy with Dexcom their customer service is horrendous. I contacted Dexcom on 7/22 as my sons sensor after replacing that day had fallen off. I contacted Dexcom and was told they would issue a replacement sensor. I explained I had no more sensors left because my insurance would not renew my prescription until 8/1 and my family and I were traveling outside of the Country on 8/2 for vacation. On 7/28 I contacted Dexcom to inquire on the order, they advise that the product didn't ship and as a courtesy they would send me out another order via overnight delivery for 7/29. I waiting all day and no order arrived, I contacted Dexcom once again on 7/29 and they advised that order did not ship. I was told a third order would be placed and shipped on 7/31 for overnight delivery. I have been calling all day today to verify if this was done and nobody can provide me with an update or any shipping information. I just received notification that a third order has been placed and it is supposed to be delivered 8/3 which is too late and I will already be out of the country. This shows you the complete disregard Dexcom has for someones well being. Had I been charged for a replacement, I wonder if my level of service would have been better? It appears since Dexcom is replacing the sensor as a courtesy they have no concern for when you should receive your items by.

I use the Dexcom G6 sensor to monitor my type 1 diabetes blood sugar. This monitoring is critical my health as I have brittle diabetes with acute hypoglycemia. The Dexcom G6 monitors my blood sugar and warns me before my blood sugar drops or rises to a dangerous level. In November Dexcom sent me a new 90-day supply of blood sugar sensors, three boxes each with three sensors per box. All of these sensors contained a manufacturing defect where the sensor would not deploy from the activator to attach to my skin. The Dexcom rep offered to replace only three of the sensors and ship those *** ground. I researched this issue and this is a know problem for Dexcom for a very long time. The fact that eight of the nine failed shows that is a serious manufacturing defect that risks the lives of Dexcom patients. I had to pay the entire cost of these sensors and the Dexcom rep stated that there was nothing more that he could do. He couldnt even expedite the replacement shipment if one box. I am at serious risk until it arrives. I also plan to file a complaint with the

I purchased a 3-month supply of sensors from Dexcom for $450 on June 30. At the time I made the purchase, Dexcom told me that they conducted a "benefits check." Thus, I purchased these sensors on the assurances that Dexcom determined my benefits coverage. I found out a few days later that Dexcom never checked my pharmaceutical benefits which covers these at 100%. Had I been told that Dexcom did not check my pharma benefits, I would not have bought them. Unfortunately, Dexcom gave me the false impression that they already checked those benefits. The sensors came with a a "return policy" and return instructions. I complied with the instructions and requested a Return Authorization number within a few days of obtaining the sensors. Dexcom responded that the sensors are not returnable and provided no other reason. This makes no sense. The sensors came with return instructions and remain in their unopened boxes. I have yet to receive any reason for not allowing me to return them (other than the obviously wrong statement that they are not returnable). After seeking clarification via email and phone, Dexcom still has not provided any valid reason for refusing to provide me with a Return Authorization number.

I recently received a letter from DEXCOM that they will stop selling DEXCOM products directly to patients and we have to switch (transition) to a distributor. DEXCOM provided a list of 11 distributors who would accept medicare. On August 4, I called DEXCOM (***) and asked them to switch to a distributor I chose from their list. He told me that I cannot switch to my choice because that distributor does not accept my Medicare Supplement Insurance (Transamerica Life Insurance Company). He said he could switch to the distributor USMed. I told him I wanted to talk to his supervisor. He said that *** would call me in 24 to 48 hours. I called again the same day and asked to switch to my choice of distributor. She told me that out of the 11 listed companies, only USMed accepts Transamerica. My understanding is that all doctors who accept medicare must accept any Medicare Supplement Insurance. Is it true for medicare approved DEXCOM distributors also? Can someone at DEXCOM who knows insurance confirm that only UDMed would accept Transamerica and other 10 distributors in the list would not. I will appreciate a quick reply so that I can switch soon and have no disruption to my diabetes supplies. I want to mention that I am ordering DEXCOM supplies from DEXCOM since 2017 and until now I had excellent service from them.

On January 3, 2022, I was told over the phone by a Dexcom agent that I needed to buy a receiver to work with my insulin pump and be able to download my blood sugar readings because my new cell phone was no longer compatible with their Dexcom app. I am new (less than a year in January) to the Dexcom company and their products so I listened to the agent and bought the receiver from a medical supplier. The receiver cost me $500.60 out of pocket because my deductible was starting over for the new year. After I got this Receiver I could not get it to work with my diabetes pump and transmitter. I spoke to two more agents at Dexcom to try to help me. In the end after 2 months and talking to 5 Dexcom agents it was then told to me that the Receiver was never going to work with the insulin pump I have. So I was told all the wrong information from the start of this in January and now Dexcom is refusing to take back the Receiver and give me my money back. The last person with Dexcom that I spoke to said I need to return it to the medical supplier but the medical supplier said they cannot do anything because they get their supplies from a third party who gets them from Dexcom. I feel like this is very wrong and a possible fraud situation. I would like your help to get to the bottom of this and help me get my hard earned money back that could go towards other things my family needs. Thank you.

My name is [Redacted] and my address is [Redacted]. I write with another service issue. DO NOT CALL ME. I do not have the time nor the inclination to submit to a lengthy phone deposition every time one of your subpar products fails, which seems to be what you want me to do. Your horrid handling of warranty claims will need to be done in writing going forward, as you were previously told. On February 1, 2022, my Dexcom G6 sensor stopped working. I received an error message saying 'attempting to reconnect, please wait up to 30 minutes.' This error message stayed on my Dexcom transmitter for over three hours. I had to replace the sensor as well as the transmitter before my Dexcom would work. While the Signal Loss icon was displayed, the device was within 20 feet. I was not using any other Bluetooth accessories at the time of signal loss. I respectfully request a warranty replacement of the Dexcom G6 sensor and the Dexcom transmitter. All of the information I have is in this email and the attached. I trust this will be adequate to obtain the necessary warranty replacements. Please send a warranty replacement to the address noted above. I can be reached via email [Redacted] if you require any further information. Thank you for your time and attention to this matter, and I remain Very truly yours, /s/

I use a Dexcom G6 sensor and transmitter. I am staying in Virginia for the summer and ordered my replacement shipment (3 month supply) June 24. I flew home for a doctors appointment and only had one sensor left. I took it with me knowing Id be needing to replace my sensor today, July 2. After countless calls with my insurance I tried to figure out why I still did not have my supplies, but left on my week trip home with my one replacement sensor. I put it on today at 10 am and went to the gym. When I came home, I saw it on the floor. It literally just fell right off.(My gym has air conditioning so it was not hot.) I have learned to take the extra step of buying Skin-Tac so they dont fall off in the summer in ***. ( An extra cost I incurred) When I called, they explained they only ship out replacement sensors on weekdays and due to the 4th of July holiday I could not get my replacement until Wednesday. I fly home on Wednesday and am left testing my blood sugars 15 times a day for four days. This product is expensive and their service is 24 hour and yet, I, a brittle type 1 diabetic, am left with no support from this company other than waiting 4 days due to their product failure. Blood glucose levels are a huge health risk to diabetes and can really put me at risk. Instead of enjoying my next four days, Ill be tied to testing my glucose with finger sticks a minimum of 15 times day. This is absolutely unacceptable support for a critical life sustaining product.

I have been a client of Dexcom for 10 years, and Type 1 diabetic for 34. Dexcom continuously puts up hurdles in acquiring lifesaving medical equipment. Somehow they themselves do not know the value of their product and seem to think their clients who are dealing with a serious condition are insignificant. Practically every time I have a reorder of CGM sensors they are not able to properly process my paperwork which then involves me doing their job, contacting insurance, my doctor, and again them over and over. This most recent time I received a call from a Dexcom representative informing me my three month supply of sensors would be delayed due to the need to get a letter of medical necessity. I again got a call today telling me that my order had been cancelled because they didn't get the letter of medical necessity. They told me to contact my doctor and get it, that I was essentially now responsible to gather all the paperwork. They essentially precluded from getting medical equipment that my life depends on, and were quite callous about it.The irony in all of this is their actions are keeping them from making more money. They seem perfectly content to not get any revenue now or in the future from a long standing client. It seems like the worst business model ever. Last time I checked with my insurance, they had approved substantially more sensors that Dexcom will send me, which would have eased a lot of stress and cover potential periods of idiocracy from the company.

My complaints are that Dexcom is allowing one or more of their suppliers to allow unethical sales practices to medical necessary diabetes patients who rely on their Dexcom products.When speaking to Dexcom they were aware of some of the sales practices of Solar Medical. Its my opinion that Solar Medical has been double billing and likely committing *** fraud.Unfortunately I have decided to end my medical supplies from both Dexcom and Solar medical. To put it mildly YOUR FIRED.Although the Dexcom team has been kind ,patient and helpful to intervene on my behalf its not good enough for me. Its unbelievable that Dexcom would allow these practices to continue. Also the complaints on both these companies are shocking! The solution would be talking and insisting that Solar Medical is not being in the best interest of the patients, *** and Dexcom.Also unfortunately for me I cannot access Dexcom medical supplies thru my local pharmacy.So I loose the benefits of Dexcom diabetic needed products because of some incompetent people. I have to *** my fingers4x daily x 30 days x 12 months = *** yearly. So obviously the Dexcom is a advantage! But not when giving correct or dishonest information just to gain a customer.So the resolution would be someone needs to read this complaint and the hundreds from both Solar Medical and Dexcom itself. Surely their must be someone not afraid to speak up no matter what the consequences are! Obviously Im not afraid.Good luck and Goodbye

I routinely order my diabetes supplies from Dexcom and am not a new customer. I ordered supplies on February 15 and paid extra for overnight shipping. I waited a couple days and then followed up with the customer service department and was informed that there was an issue with my credit card. I provided two different credit cards and was told the issue was resolved and that i would be receiving my order by February 19th. I never once received an email or call regarding these payment issues. I never received my order on the 19th so I called again. I was informed there was still a credit card issue so I provided the information again and ensured the information on my account was accurate, it was. I was then told the order would be there by Monday, the 22nd, at the latest, and still the order was not sent or received. I called 3 or 4 other times regarding the order and was given excuse after excuse about why my order was not shipped. On my most recent call I was told now my order would be a priority and that the order was sitting in their warehouse waiting for *** I ended *** in the *** due to not having the appropriate supplies to manage my diabetes effectively. They refuse to let me speak with a manager, routinely hang-up mid call, there is no follow up calls or emails, and the individual who is supposed to be managing my account does not have an active mailbox for voicemail and I was told I could not be connected to her via the customer service department. I am beyond disgusted with the service and the company management overall. I was also told that this was my issue and th blame was placed solely on me, the customer. There is a lack of empathy and understanding with this company.

I was diagnosed with onset Diabetes in January this year. At the end of the month, I was prescribed a Dexcom G6 sensor and transmitter. Ever week the system has failed me. Giving false reading far outside of limits and waking me up at all hours of the night causing pain and confusion. On each occasion Ive reached out, Dexcom has replaced the sensor, but as I advised after the last incident, if the issue continued, I would file a formal complaint. I encouraged them at that time to work with me on a solution, but I never received any follow up other than tracking for a replacement device. On 3/30 at approximately 5am, my device woke me with an alert that was life threatening and within minutes, my reading jumped from 40 to 160. This is the first week, I chose not to calibrate the device and that is also based on the 0% accuracy the device has provided so far. This device is only *** Approved for the abdomen and when I advised Dexcom of the issues I was having, I was told that they were aware of issues and claimed that users were having better success with alternate placement locations. I told them if it's only abdomen approved, maybe they should focus on either fixing the device or getting *** approval for alternative locations. That is when the representative advised that they hoped to have the issue resolve with the roll of the G7 device. What I know is Dexcom charges an absolute premium, but the service they provide is mediocre at best and the reliability of the product is less than desirable. If I and other users are having similar experiences, you would think at a minimum they would want to collect data to assist in the resolution or next generation of the product, unfortunately, they just send a replacement and tell you that they will pass on your feedback.

I have been using dexcom devices for easily a year, Ive learned what to do and what not to do. Over the past month i have been having constant failing G6 sensors, so much that at times my blood sugars were really in the 50s-60s and my dexcom was reporting that i was having a skyrocketing episode where my sugars were above 300 and climbing. If it wasnt for me checking my blood glucose on my own and calibrating my sensor, ( a calibration that is said not to be required, per the front page of dexcoms website ). After doing calibrations the sensor just fails and causes me to replace with a new sensor, everytime i try a new sensor the same thing happens, readings WAY out of par from my real blood sugar. My problem with this company is that theyre claiming they have the best diabetic sensor in the market, with no requirements for calibration, THEN WHY AM I CALIBRATING 6 TIMES A DAY? Really, the system is nothing as it is advertised, throughout my entire time with dexcom ive had 2 sensors that actually performed without issue for the full 10 days. 9/10 times i have to report an issue on day 7 of a decent sensor because at that point errors happen countless times a day. No matter who i talk to through technical support or customer service i always have the same conversation. Yes i am attaching my sensor to the appropriate stomach portion. No i am not using acetaminophen. However no one at the company can explain why their sensors cant perform as advertised. Last time i reached out to a customer support agent named *** who said he was going to forward my ticket to a higher up so that they can see it and take action. That was on Friday of last week, today is 4 days later and I havent received anything from dexcom personnel. This company looked bad from my own experience, but now i come on ComplaintsBoard.com and see they really do not care about how they promote their product, nothing but complaints from me and every other ticket on here.

FURIOUS WITH DEXCOM REORDER OVERSEAS SERVICE! I have been forced to discontinue use of their product. I HAVE BEEN LIED TO CONSECTIVITELY ABOT MY ORDERS BEING SHIPPED. EVERYONE IS DEALING WITH THIS ISSUES! THIS COMPANY NEEDS TO BE HELD RESPOSIBLE FOR THIER HORRIFIC OVERSEAS REORDER CUSTOMER SERVICE! I SPENT 5 HOURS ON THE *** IWHT THEM THIS MONTH , FOR A REORDER THAT STILL HAS NOT ARRIVED! I HAVE BEEN HUNG UP ON AND LIED TO HUNDREDS OF TIMES! THEY HAVE NO IDEA WHAT THEY DOING! THEY ARE READING OF QUEUE CARDS, AND CAN HARDLY SPEAK ENGLISH! I HAVE BEEN FORCED TO USE ANOTHER CGM PRODUCT!I use a continuous glucose monitor (CGM) to monitor blood glucose due to Diabetes. This is a life or death health issue. Use of this CGM requires frequent proprietary supplies from Dexcom. Lately, it has been nearly impossible to order these desperately needed supplies from Dexcom and there are serious problems with contacting and communications with Dexcom to obtain these supplies. 1. It seems they have outsourced 100% of their customer service and ordering to some location outside the . I am unable to understand the broken English of any of the representatives from Dexcom. This is a frightening situation as I never understand what they are telling me and have no idea if they know what Ive told them or inquired about. 2. I am out of supplies and can not find out what the status is. When I think Ive been told everything is ok and they are going to ship, I invariably get a call a day or so later to inform me that is not the case and they need some additional form. However, no one can intelligibly I form me what is specifically required and how to accomplish this. Asking for. A supervisor or someone who speaks English results in no answer. 2. I am fearful for my health and plan not even find out what I need to do to get my supplies. 3. This is not a matter of payments for anything like that as these items are 100% covered by my insurance!

On December 29 my wife and myself went and bought two new iPhone 12s at the direction of the Dexcom employee which told us to purchase those and they would be compatible with Dexcom diabetes products we purchased the phones a little over two Thousand dollars got them home played with them for the weekend call Dexcom to start getting the phone set up with the diabetes Devices after approximately two hours on the phone the Dexcom employee informed us that the two new phones that we purchased were not compatible with Dexcom products at this time we were told by the Dexcom employee to read the fine print on the compatibility website its very bottom it says yes iPhone 12s are compatible with operating system *** to *** well unfortunately all new iPhones today start out at *** I was in told by engineering at Dexcom that they are still working on the compatibility of the iPhone 11 with the Dexcom products which that phone is over three years old I guess when do they think it could be compatible the iPhone 12 they said they did not know I have over seven pages of phone calls from *** on my *** Ill be contacting Dexcom and I have all those calls I received one call from a gentleman by the name of *** who lives in *** he just wanted to be nice and say hello to this day no resolution nobody will talk to me nothing Ive left messages on so many peoples voicemail my number and Ive never received one phone call I will supply my phone *** If needed since I started trying to call Dexcom and youll see that one return phone call the customer service is outsource to *** they will not give you any employees phone number or transfer you to anybody. The end they all have the exact same script each one will tell you that your problem will be escalated and you will be Received a call from a supervisor there in 48 hours and its a long 48 hours because Ive been waiting since January and no help at all if you read the complaints in the app stor

I'm a Dexcom G6 patient and I'm EXTREMELY FRUSTRATED/ upset with how this company treats me and handles my issues and requests! Me and my boyfriend have called about 10 times in 2 weeks and been hung up on 5-6 times! That's by no means the way you run a business and is extremely rude!Also, my boyfriend purchased the starter kit for me in November which includes 1 transmitter and 3 sensors. Unfortunately when I applied the very first sensor, I followed the instructions to a T and when I pressed the applicator button to apply the sensor, once I pressed it I tried lifting the applicator off my skin (with sensor stuck on my abdomen) but it wouldn't budge! It stuck to my skin so bad my bf tried taking it off and couldn't do it and so I tried and after about 2 minutes of continuous and aggressive pulling I was able to YANK it off my skin which left little patches of blood and hurt sooo much. It took until yesterday for it to finally heal. When I tried to apply the second sensor from the starter kit, the exact same thing happened again with bleeding on my abdomen. I have only applied them to my abdomen area as instructed on the Dexcom G6 App instructions.When I was able to finally yank the applicator off of the very first sensor, I wasn't aware that the filament hadn't gone into my skin so I thought even though the applicator was extremely difficult to remove that the sensor was still ok to use. I inserted the transmitter but then when I tried to start the sensor on my phone app it said no sensor found. When I looked on the applicator, I could clearly see the filament hanging off of the applicator! So I tried to remove the transmitter from the sensor and it was nearly impossible to get it out! I had to use a bread knife to PULL it out!We've called nearly 10 times now to get replacement sensors which we got but still haven't been contacted by a supervisor even though we've requested a supervisor every time we've called. I WANT TO SPEAK TO THE SUPERVISOR OR CEO!