Menu
Register
Write a review File a complaint
Dexcom Customer Service Phone, Email, Contacts

Dexcom
Reviews and Complaints

Dexcom's customer service contact info has been verified by the ComplaintsBoard team. We made sure it's all legit and accurate, so you can trust it! 👌
www.dexcom.com

Learn how the rating is calculated

2.7 14 Reviews 18 Complaints
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Dexcom Reviews 32

ComplaintsBoard
R
6:53 pm EDT
Verified customer This review was posted by a verified customer. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Dexcom - Airplane travel with Dexcomm G7

The g7 sensor I have found that every time I go thru the airport security, the g7 has a sensor error every time for a while afterwards. I stop receiving glucose readings for up to an hour after passing thru the xray and hand held scanning devices. The area around the sensor was causing itching, something I had not previously experienced. I had to pa...

Read full review of Dexcom
ComplaintsBoard
R
Verified customer This review was posted by a verified customer. Learn more

Dexcom Awful and unreliable when pregnant!

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!

Read full review of Dexcom and 4 comments
Hide full review
4 comments
Add a comment
L
L
L. Jacobson
Verified customer This complaint was posted by a verified customer. Learn more

I received a Dexcom meter October. I immediately attempted to start data sharing. I went online to the website as instructed and was informed I had to request Sharing code I received it 7/26/22.Your data sharing code expires soon!*** Memorial *** invites you to share your data using Dexcom Clarity. Enter the sharing code to give your clinic continuous access to your glucose data. When you share, your clinic appointments can be more efficient and provide detailed insights.Your sharing codeGXHZ-HLHY-HLMH Enter this code at https://clarity.dexcom.com/share?locale=en-US

M
M
M. Miller
Verified customer This complaint was posted by a verified customer. Learn more

Went through 3 sensors and the transmitter failed to connect with my iPhone. Followed directions carefully first two times them did it with help from Dexcom phone support the next time. I found the directions vague and unclear, although after 4 phone calls with Dexcom support I, then they, came to the conclusion I had a bad transmitter. They were helpful and are sending me a replacement transmitter and a box of 3 sensors to replace the ones I wasted trying to get it connected. It is disconcerting a device that has such importance for a person's health is apparently frequently faulty, I read others have had bad sensors, and the support person basically admitted to me they have bad transmitters. It is particularly frustrating to have a bad transmitter when you are trying to set it up for the first time as I kept thinking I was doing it wrong or the directions were not clear, etc. I was excited to start using this device as opposed to a regular meter but I am now not convinved it will be better.

A
A
A. Ziemann
Verified customer This complaint was posted by a verified customer. Learn more

The issue is with the Dexcom sensor that tend to fail prematurely. I do understand that nothing is supposed to be perfect and things will happen. it had happened many times before. In the past one month I have 2 failed sensors from the same box, one of them just failed this morning August 15, 2022 at 4:15am. the last reading it gave was at 4:05am. I quit calling Dexcom because of all of the unlimited list of questions. The last time I called I must have spent close to 40 minutes answering questions and this morning I just did not want to go through with this again. Dexcom does have a defect in their sensors and it is not occasional. In my opinion that the folks at Dexcom have collected enough data from everyone to make any upgrades or changes to their sensor design. Or the folks at Dexcom are trying to filter out who is trying to scam them out of sensors. Dexcom employee should limit their questions to verify the customer's information and that is it. in conclusion the Dexcom device is a good one. It has limitations and it needs to be improved.

Y
Y
Y. Quigley
Verified customer This complaint was posted by a verified customer. Learn more

I have had only good things to say about the Dexcom6. Only a few issues with the sensors and transmitter. But nothing is perfect. Technical support has helped me through the issues, and even taught me a how to calibrate it. They were very patient with me. I am hard of hearing and cannot see very well. I gave 4 stars for good customer service. I didn't give 5 because, nobody's perfect.

ComplaintsBoard
P
Verified customer This review was posted by a verified customer. Learn more

Dexcom Dexcom provides life-saving continuous glucose monitors (D6) for Type I diabetics

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.

Read full review of Dexcom and 4 comments
Hide full review
4 comments
Add a comment
D
D
D. Renner
Verified customer This complaint was posted by a verified customer. Learn more

I would not trust the results of this technology on my worst enemy. At first it appeared to be an excellent device and perhaps a LIFE SAVER for a diabetic such as myself. However, after approximately six months of usage I began to get WRONG or FALSE readings which resulted in my blood sugar going extremely LOW. LOW to the extent my blood sugar readings were in the LOW 30s to 40s. This resulted in my wife calling the paramedics four to five times in the span of a few years.This is nothing to mess with as it scard me and my wife. In fact even the paramedics advised me to NOT use the Dexcom again. I am now using my Glucometer to base the accuracy of my blood sugar to determine my insulin use.This experience has led me to believe that the Dexcom is now A LIFE TAKER. Fool me once or twice but I will never again use this product. NOR SHOULD YOU!

P
P
P. Gleason
Verified customer This complaint was posted by a verified customer. Learn more

They consistently put profits over patients EVERY DAY. My daughter equipment hasn't worked since January.They don't care. They told me to file legally.

F
F
F. Bradtke
Verified customer This complaint was posted by a verified customer. Learn more

Been using Wrongcom for over a year now and this thing is so innacurate with its readings that its actually scary. Just this morning Wrongcom starts alerting me Im having a urgent low sugar and continuing to drop. But I felt as though my sugar was high, because as usual when my sugar is high, my stomach was a complete mess, so I check sugar with my ACCURATE finger stick glucose meter and my ACTUAL sugar reading was 195 and rising. And yes I had very recently calibrated Wrongcom not two hours prior to its absolutely opposite of reality reading. This has now happened to me multiple times with this scam of a product. Not to mention it spends more time searching for Bluetooth and internet than it does working. Bottom line is this garbage scam of a product is going to get a diabetic killed! If you value your life and want to at least try to control your diabetes STAY AWAY FROM DEXCOM. NOTHING BUT A SCAM!

M
M
M. Cruickshank
Verified customer This complaint was posted by a verified customer. Learn more

Design? 3/10 Idea/Innovation? 7/10 Support? 1/10 Independence? 1/10 This product, Dexcom, could be absolutely magical for a diabetic. I used Dexcom years ago and recently got back on it. I would not recommend it for a diabetic unless insurance covers it. I stopped using it years ago because my BCBS plan only covered a small percentage, as well it had some major problems regarding calibration and did not last long. I have started using a Dexcom again, and technologically it still behind. It still has the problems it had years ago and my *** test kit is still the *** The fact Ive gone through 3 applications in 30 days, I still have to calibrate the Dexcom so often Id rather stick with a test kit. Its a brilliant concept, but its still a concept based on how inefficient it is still to this today. This is a life saving device, but it is NOT reliable. Type 1 and Type 2 Diabetics get it if your insurance covers it if insurance does not RUN.

ComplaintsBoard
K
Verified customer This review was posted by a verified customer. Learn more

Dexcom I waited 3 years to get this product

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...

Read full review of Dexcom and 4 comments
Hide full review
4 comments
Add a comment
L
L
L. Fisher
Verified customer This complaint was posted by a verified customer. Learn more

Terrible documentation and poor device design. Worst device ever made

L
L
L. Braun
Verified customer This complaint was posted by a verified customer. Learn more

I have call Dexcom 3 time with the same sensor issue on my son's G6 sensor and they tell me it's a sensor issue. They tell me all 3 times they will send out a replacement sensor and never do. Beware they do not stand behind there warranties.

M
M
M. Rempel
Verified customer This complaint was posted by a verified customer. Learn more

First couple of days was fine... then the stupid thing keeps beeping constantly to the point I had to turn of the receiver and stop the use on my phone just so I can sleep. I did all the troubleshooting steps, contacted Dexcom and got no resolution. They basically said there was nothing wrong with the device and told me to do what I already did in my troubleshooting steps. Redid it anyway and still constantly beeps.

C
C
C. Stiedemann
Verified customer This complaint was posted by a verified customer. Learn more

This has been the biggest mess up since i started using Dexcom. I called a couple of weeks ago a sensor went bad by reading all lows below 50. So I called they sent a replacement and low and behold the sensor is out dated. The tech mind you tried to tell me the date was the manufacture date. So now they sent the replacement and the box is wide open on the end that should be sealed. The seal could not seal do to a sticker folded up and pushed on the seal. I dont like complaining about foreigners but i have a hard time listening to the accents and not knowing what the symbols are in front of the expiration and and manufacture date. He tried to make me fell like i am stupid, and I was not having it.

ComplaintsBoard
P
Verified customer This review was posted by a verified customer. Learn more

Dexcom I am a type 1 diabetic who switched from finger sticks to the Dexcom g6 glucose monitoring system

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.

Read full review of Dexcom and 4 comments
Hide full review
4 comments
Add a comment
L
L
L. Robel
Verified customer This complaint was posted by a verified customer. Learn more

I had a Dexcom G5 and used it for several months. I have a Masters in Instructional Technology and understand tech documents. I finally just threw the whole thing in the garbage for six reasons.1) One month, three new (replacement) transmitters wouldn't talk to the replacement sensors. 2) The alarms on the Dexcom device (and therefore my phone) kept going off at work every 10 or so minutes. You could set the alarm parameters, but that didn't help. (What's the point of having it if you have to turn it off?) 3) My HA1C did improve but I also ended up with too many episodes of dangerous hypoglycemia. 4) It was cumbersome to reorder transmitters and sensors and delivery was always late. 5) It was difficult to get a hold of customer service. 6) You still have to finger-[censored] to calibrate it and check the accuracy to make insulin dosing decisions.

F
F
F. Herzog
Verified customer This complaint was posted by a verified customer. Learn more

At first it seemed this product was going to be great for my needs and in less than a month I have had 2 sensors come off it continuously gives me false lows alerts causing an er visit and time away from work recalibrated and still readings are off by *** points

C
C
C. Torphy
Verified customer This complaint was posted by a verified customer. Learn more

They don't allow cancelling my subscriptions after the first 30 days, even with agreeing to pay the difference between the subscription and regular prices. They demand full one year payment, even if I was not satisfied with the product...

M
M
M. Gleichner
Verified customer This complaint was posted by a verified customer. Learn more

I'm extremely phobic of blood, and their gory commericial with a literal finger *** causes me nausea. Please remove that scene from your ads ASAP.

ComplaintsBoard
Q
Verified customer This review was posted by a verified customer. Learn more

Dexcom I recently called the company and reported a problem with the transmitter

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

Read full review of Dexcom
Hide full review
ComplaintsBoard
M
Verified customer This review was posted by a verified customer. Learn more

Dexcom My husband uses Dexcom 6, wish I knew there were other companies with similar products, before we got the dexcom

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!

Read full review of Dexcom
Hide full review
ComplaintsBoard
M
Verified customer This review was posted by a verified customer. Learn more

Dexcom Amazing product, abysmal customer server and support

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.

Read full review of Dexcom
Hide full review
ComplaintsBoard
M
Verified customer This review was posted by a verified customer. Learn more

Dexcom I started getting reactions to dexcom adhesive early this year

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.

Read full review of Dexcom
Hide full review
ComplaintsBoard
A
Verified customer This review was posted by a verified customer. Learn more

Dexcom I have been using the Dexcom G6 for approximately 2 years

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.

Read full review of Dexcom
Hide full review
ComplaintsBoard
M
Verified customer This review was posted by a verified customer. Learn more

Dexcom Dexcom product is good

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.

Read full review of Dexcom
Hide full review
ComplaintsBoard
A
Verified customer This review was posted by a verified customer. Learn more

Dexcom I called Dexcom In October because I had changed my transmitter and sensor at the same time and got error messages

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.

Read full review of Dexcom
Hide full review
ComplaintsBoard
I
Verified customer This review was posted by a verified customer. Learn more

Dexcom I received a faulty transmitter from my DME company and I contacted Dexcom on 12/10

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.

Read full review of Dexcom
Hide full review
ComplaintsBoard
O
Verified customer This review was posted by a verified customer. Learn more

Dexcom Aside from my insurance provider's terrible online pharmacy, Dexcom is absolutely the WORST durable medical equipment company I've ever had to

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!

Read full review of Dexcom
Hide full review

Dexcom Complaints 18

ComplaintsBoard
D
6:54 pm EST
Verified customer The reviewer confirmed their account using Google. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

On the evening of October 19,2023 I became extremely ill. My symptoms included experiencing: shaking, vomiting, severe pain , headaches, as well as disorientation. As a result, I was rushed to George Washington Hospital Center via ambulance. The medics could not get a glucose reading , my breathing was shallow and my daughter had explained that the Dexcom...

Read full review of Dexcom
ComplaintsBoard
N
9:13 am EST
Verified customer This complaint was posted by a verified customer. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

On 12/3/2023 I filled out a support ticket for a sensor giving incorrect readings, and not holding a calibration. On 12/4/2023 I was called back and the technician told me it was a bad sensor and to remove it and replace it with a new one. He then informed me because I had reached my limit of replacements in 90 days a replacement had to be approved. No...

Read full review of Dexcom
ComplaintsBoard
R
2:38 pm EDT
Verified customer The reviewer confirmed their account using Google. Learn more

Dexcom G7

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.

Desired outcome: Give me back my G6.

Read full review of Dexcom
Hide full review

Is Dexcom Legit?

Dexcom earns a trustworthiness rating of 100%

Highly recommended, but caution will not hurt.

Our conclusion: Dexcom stands out for their exceptional legitimacy, according to ComplaintsBoard’s detailed analysis. This highlights Dexcom's reputation as a trustworthy leader in their field. Customers can rely on Dexcom's services, assured they're dealing with a highly reputable and fully legitimate company.

We found clear and detailed contact information for Dexcom. The company provides a physical address, 4 phone numbers, and email, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

By resolving 72% of 18 negative reviews, Dexcom is demonstrating its dedication to customer satisfaction and effectively addressing customer issues. While there may still be some practical problems that need to be addressed, such as long wait times or unhelpful responses.

Dexcom has received positive review on our site. This is a good sign and indicates a safe and reliable experience for customers who choose to work with the company.

A long registered date for dexcom.com can be seen as a positive aspect for Dexcom as it indicates a commitment to maintaining the website and its domain name for a long period of time. It also suggests that the company is organized and has taken steps to secure its online presence.

The age of Dexcom's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Dexcom.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Dexcom.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Dexcom as a website that uses an external review system. While this can provide valuable feedback and insights, it's important to carefully evaluate the source of the reviews and take them with a grain of salt.

The Dexcom website has a cookie consent banner indicating the use of cookies for data collection. Reviewing the privacy policy and terms of use is crucial to understanding how the data is used and ensuring compliance with regulations.

We looked up Dexcom and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

Dexcom.com regularly updates its policies to reflect changes in laws, regulations. These policies are easy to find and understand, and they are written in plain language that is accessible to all customers. This helps customers understand what they are agreeing to and what to expect from Dexcom.

However ComplaintsBoard has detected that:

  • We conducted a search on social media and found several negative reviews related to Dexcom. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
ComplaintsBoard
J
9:59 pm EDT
Verified customer The reviewer confirmed their account using Google. Learn more

Dexcom Dexcom sensor

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.

Read full review of Dexcom
Hide full review
ComplaintsBoard
D
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Dexcom has left an official reply on this complaint.

Dexcom I use the Dexcom G6 sensor to monitor my type 1 diabetes blood sugar

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

Read full review of Dexcom and 4 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
4 comments
Add a comment
S
S
S. Pouros
Verified customer This complaint was posted by a verified customer. Learn more

NO CALIBRATION REQUIRED. I was told a long time ago that if you take a photo of the sensor code instead of typing it in then you would never have to calibrate your dexcom, unless blood sugars seem off. The last 2 sensors ive equipped and photographed the code ive had to CALIBRATE 2x TO BEGIN each sensor, not to mention atleast one calibration being requested every day while wearing the sensor. Ive been wearing this for years, *** dealt with this company for years, never have they ever gave me a real answer as to why something is the way it is, instead they try to shut you up and give you a replacement so you can keep repeating the same process. The last person i spoke with to resolve my issues paid no attention to what MY ISSUE was, instead they followed script and asked me all of the basic questions, followed by the same basic recommendations you can find all over the internet. The company does what it does nothing more, and thats sells an overpriced medical device, no added help or support for its customers.

N
N
N. Casper
Verified customer This complaint was posted by a verified customer. Learn more

We've been using dexcom with the phone app for over a year now. We specifically got this system for the notification process. When we you have a diabetic in the family, it's nice to have extra buffers in place for unexpected lows.This month, we got a notice that dexcom will stop syncing to the phone if the app isn't updated. We followed the troubleshooting steps and it basically ended customer service telling us they will not support our phones Pixel 6. This app has been syncing with our phone prior to the update request. I don't know why an update would exclude newer phones and keep older ones on their list.

J
J
J. Jerde
Verified customer This complaint was posted by a verified customer. Learn more

Ive been using dexcom for 3 years for my daughters diabetic supplies. Over the last 3 years theyve just been lying over and over again. They send out faulty sensors that do not work. Whenever I call in for replacement they promise overnight shipping and Im having to wait 5 days. This last time I called I was assured my daughters supplies would come 9/2/22 by 4pm, the call was recorded, here it is 9/3/22 and *** has updated the order to be delivered Tuesday, which is a HUGE inconvenience. I have made several complaints and nothing is being done. Requested supervisor call backs and no one calls me back. My child is 5 and cannot tell me when her sugar is low so I rely on these sensors and define doesnt seem to give a [censored]!

S
S
S. Gleason
Verified customer This complaint was posted by a verified customer. Learn more

My Dexcom fall of last week and I only had 5 days with it.

ComplaintsBoard
A
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Dexcom has left an official reply on this complaint.

Dexcom I purchased a 3-month supply of sensors from Dexcom for $450 on June 30

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.

Read full review of Dexcom and 4 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
4 comments
Add a comment
C
C
C. Brakus
Verified customer This complaint was posted by a verified customer. Learn more

My son has to have a dexcom to help manage his diabetes. He started to get severe rashes every time he would wear a dexcom that would cause him pain and irritation making it hard to use it for the complete 10 days. His rash would often even scab over putting him in even more discomfort and pain. Upon some more research we found that the reason is because dexcom switched their adhesive company and has since gotten many complaints from users who are suffering from severe allergic reactions. Yet dexcom continues to blatantly ignore the pressing issue. They think that because people depend on their product they can cut corners ultimately hurting their customers. This is a problem that needs to be fixed immediately. This is not the first time this has happened it is a reoccurring problem. Each time it happens he has to wait a month before he recovers. In which time he cant reapply the dexcom due the overwhelming pain he is in. Its something no one especially a child should have to deal with this a problem that need immediate action.

V
V
V. Yundt
Verified customer This complaint was posted by a verified customer. Learn more

I have called multiple times today (8-2-22) for help on some issues I am having with my decom g6 sensor. I have never been transferred between so many agents and hung up on so many times. I cannot get my sensor to work and I have been having dangerously high blood sugars all day but I am unable to get anyone to actually answer my call to help. I called all morning and I even called late at night for their 24/7 service and I keep getting answered, transfered, and hung up on. This is completely not okay as a company when I pay over $300 a month to be able to use sensors that never seem to work for me and for a customer service line to never help me. I cannot afford to get another transmitter and sensor when they fail but I cannot get the company to be accountable for helping their patients.

Z
Z
Z. Kautzer
Verified customer This complaint was posted by a verified customer. Learn more

My daughter is a Type 1 diabetic with autism and early onset psychosis. Dexcom G6 is a pathetic product, that is meant to save lives.HORRIBLE design, unintuitive Un-recyclable plastic, bulky Packaging waste Unreliable and inaccurate readings But critically:The product works for 1-3 days before it needs to be replaced. It was advertised to work for 10 days!We have to call Support for a new sensor to be shipped. After it is applied, in a few days we must call again to get a replacement.This product is supposed to save lives, but it has only caused misery for me and my daughter. It is useless. In *** we have few options to choose from under the diabetes subsidy.I was told by the Dexcom support people that the issue is a "user error!" So, after all the complaints I am seeing on the internet, the *** who makes $12 Million per year, deserves that amount of money?

M
M
M. Padberg
Verified customer This complaint was posted by a verified customer. Learn more

I started using the Dexcom G6 continuous glucose monitoring device to better manage my disease and I use the mobile phone application because I have my phone with me 24/7. I set my notifications to my liking and was not impressed with the service, but there's not a lot to choose from on the Type 1 Diabetes medical device market. I'd say it has been monopolized by the *** but whatever. My problem started this week. The new application update now requires a "Critical Alert" set in my phone to override and do not disturb settings on my phone. NOW, this has application been going off with loud beeps in the middle of the night (1AM *** time) waking me from my precious and much needed sleep when my Blood Sugar readings are fine, telling me I need to set critical alert settings to use the application. And now I can't access my "real time data" without engaging the Critical Alerts! I want my body autonomy back and I want it now. This company should not be able to invade my life, mind, body more than I want them to. They already restrict access to long term data from the end user which I think is quite awful and shouldn't be allowed. As a Type 1 diabetic for over 20 years, I am the one that manages my chronic disease on a day to day basis. I should be able to decide what features are needed and wanted when it comes to the programs I implement for that said management. This program is expensive and necessary for health and wellness, and now it is disturbing my peace of mind, robbing me of my sleep and my body autonomy. I want them to rescind this mandatory requirement OR allow for broader notification controls by the end user. Not everyone uses this device for middle of the night alerts and this should be reflected in the settings. This mandatory requirement is terrible for those who do not want/need interruptions through their day/nights/work days/meetings/meditations/sex/any time and those who suffer from sensory overload. My peace/privacy is paramount - respect!

ComplaintsBoard
W
Verified customer This complaint was posted by a verified customer. Learn more

Dexcom I recently received a letter from DEXCOM that they will stop selling DEXCOM products directly to patients and we have to switch (transition) to

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.

Read full review of Dexcom and 4 comments
Hide full review
4 comments
Add a comment
L
L
L. Gleason
Verified customer This complaint was posted by a verified customer. Learn more

I have Gestational diabetes my nutritionist suggested I try the Dexcom G6 So I purchase it, and it cost me only the Dexcom G6 Sensors Box of 3, $370! For 30 days!but we said we would give it a chance. I felt the Dexcom G6 Sensors were giving me wrong results, but my limit was when I replace it yesterday and its shows under 40mg I was under crazy pressure I drank a bottle of orange juice. I spent the rest of the day at home Again at night, it beeped that it was below 45 Here, I started to suspect that something was wrong with the Sensors, so I checked myself with the glucose meter finger stick, and the result was completely different Over 25 points up! I didn't take insulin! because of them, I drink a lot of sugar! I didn't sleep at night! because of the amount of time, The device beeped!as a Pregnant woman, I hope no woman will ever use this I want a full refund!

B
B
B. Schowalter
Verified customer This complaint was posted by a verified customer. Learn more

Dexcom 6 will not link up with S22 says signal loss. I've had it next to me for 3 days no.obstructilns This device is not good if you want it to save your life. Been through 3 transmitters same results it was working fine until they made me upgrade system.No one answers the phone on weekends and no one returns calls.I don't recommend this.I'm going with free style libra

L
L
L. Bashirian
Verified customer This complaint was posted by a verified customer. Learn more

They Will not give me a replacement transmitter and replacement receiver and charger

N
N
N. Hoppe
Verified customer This complaint was posted by a verified customer. Learn more

I have had continuing problems with dexcom first j did not know my transmitter and sensor would not interface with my new phone.I made a previous complaint and a person called explained to me what the deal was.Okay so they were going to send a new transmitter and sensor. Fine got a email with tracking that tracking did not exist said it would be here last day of the month when I was told it would be here Wed at latest here it is the 1st and nobody wants to answer phone one number is broken up the next number wants you to wait up to 30 minutes but hangs up. I'm suspecting lots of problems with this product do to the high volume of complaints I have been withoutmonitoring for two weeks tired of the lies

ComplaintsBoard
C
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Dexcom has left an official reply on this complaint.

Dexcom 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

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.

Read full review of Dexcom and 3 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
3 comments
Add a comment
H
H
H. Berge
Verified customer This complaint was posted by a verified customer. Learn more

Dexcom *** pay way over for a life saving device that doesnt work 75% of the time. I have pretty good insurance and my daughters been on the dexcom for 2 years well probly a year since it never works. Hate it thanks alot dexcom for putting me *** in the whole to try to help my daughter? Shame on you

O
O
O. Collier
Verified customer This complaint was posted by a verified customer. Learn more

Business failed to make it clear that all functions of their cgm system is only accessible to very few smart phones. My *** stylo 5 is not compatible with the dexcom G6 mobile app. Limiting my use of most the systems functions that lead me to acquire it.

V
V
V. McLaughlin
Verified customer This complaint was posted by a verified customer. Learn more

3 times in one day I received notification transmitter was out of range. This is unacceptable. Transmitter was within 18 inches of pump when notification was received. Dexcom personnel explained why this happened; 20 feet away, obstruction. These are not true. I feel the *** should take a closer look at this device. My life depends on this working and it's accuracy.Please don't send me your standard patent response. FIX IT!

ComplaintsBoard
M
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Dexcom has left an official reply on this complaint.

Dexcom My name is *** and my address is ***

My name is *** and my address is ***. 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 a 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 reachedvia email *** you require any further information.Thank you for your time and attention to this matter, and I remain Very truly yours, /s/

Read full review of Dexcom
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
P
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Dexcom has left an official reply on this complaint.

Dexcom I use a Dexcom G6 sensor and transmitter

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.

Read full review of Dexcom
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
K
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Dexcom has left an official reply on this complaint.

Dexcom I have been a client of Dexcom for 10 years, and Type 1 diabetic for 34

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.

Read full review of Dexcom
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
B
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Dexcom has left an official reply on this complaint.

Dexcom My complaints are that Dexcom is allowing one or more of their suppliers to allow unethical sales practices to medical necessary diabetes

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

Read full review of Dexcom
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
S
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Dexcom has left an official reply on this complaint.

Dexcom I routinely order my diabetes supplies from Dexcom and am not a new customer

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.

Read full review of Dexcom
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
T
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Dexcom has left an official reply on this complaint.

Dexcom I was diagnosed with onset Diabetes in January this year

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.

Read full review of Dexcom
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
E
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Dexcom has left an official reply on this complaint.

Dexcom I have been using dexcom devices for easily a year, Ive learned what to do and what not to do

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.

Read full review of Dexcom
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
R
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Dexcom has left an official reply on this complaint.

Dexcom FURIOUS WITH DEXCOM REORDER OVERSEAS SERVICE!

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!

Read full review of Dexcom
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
D
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Dexcom has left an official reply on this complaint.

Dexcom 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

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

Read full review of Dexcom
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
D
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Dexcom has left an official reply on this complaint.

Dexcom I'm a Dexcom G6 patient and I'm EXTREMELY FRUSTRATED/ upset with how this company treats me and handles my issues and requests!

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!

Read full review of Dexcom
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review

About Dexcom

Screenshot Dexcom
Dexcom is a leading company in the medical technology industry that specializes in the development and manufacturing of innovative continuous glucose monitoring (CGM) systems. The company has been in operation for over two decades, and in that time, it has revolutionized the way people with diabetes manage their condition. Dexcom's CGM systems provide patients with real-time glucose data, enabling them to monitor their glucose levels and make more informed decisions about their daily activities, medication, and diet.

Dexcom's products are designed to improve the lives of people with diabetes, by providing them with the tools they need to manage their condition effectively. The company's products are backed by years of scientific research and clinical studies, ensuring that they are safe and effective for use by people with diabetes of all ages. Dexcom's CGM systems are easy to use, minimally invasive, and provide patients with accurate and reliable glucose data that can help improve their overall health and quality of life.

Dexcom's CGM systems are also equipped with advanced features that enable patients to share their glucose data with caregivers, physicians, and loved ones, extending the benefits of CGM to the entire diabetes support team. The company's products seamlessly integrate with other diabetes management tools, such as insulin pumps and mobile applications, providing patients with a comprehensive diabetes management solution.

In conclusion, Dexcom is a trusted and innovative company that is at the forefront of diabetes management technology. Its CGM systems provide real-time glucose data, enabling people with diabetes to manage their condition more effectively and improve their quality of life. Dexcom's commitment to scientific research and clinical studies ensures that its products are safe and effective, making it one of the leading companies in the diabetes management industry.

Overview of Dexcom complaint handling

Dexcom reviews first appeared on Complaints Board on Mar 21, 2023. The latest review Airplane travel with Dexcomm G7 was posted on Jun 3, 2024. The latest complaint I use the Dexcom G6 sensor to monitor my type 1 diabetes blood sugar was resolved on Apr 19, 2023. Dexcom has an average consumer rating of 4 stars from 32 reviews. Dexcom has resolved 13 complaints.
Ratings on other review websites
Trustpilot
Trustpilot
1.6
755 reviews
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service
  1. Dexcom Contacts

  2. Dexcom phone numbers
    +1 (858) 200-0200
    +1 (858) 200-0200
    Click up if you have successfully reached Dexcom by calling +1 (858) 200-0200 phone number 0 0 users reported that they have successfully reached Dexcom by calling +1 (858) 200-0200 phone number Click down if you have unsuccessfully reached Dexcom by calling +1 (858) 200-0200 phone number 0 0 users reported that they have UNsuccessfully reached Dexcom by calling +1 (858) 200-0200 phone number
    +1 (619) 884-2118
    +1 (619) 884-2118
    Click up if you have successfully reached Dexcom by calling +1 (619) 884-2118 phone number 0 0 users reported that they have successfully reached Dexcom by calling +1 (619) 884-2118 phone number Click down if you have unsuccessfully reached Dexcom by calling +1 (619) 884-2118 phone number 0 0 users reported that they have UNsuccessfully reached Dexcom by calling +1 (619) 884-2118 phone number
    Media Contact
    +1 (858) 203-6096
    +1 (858) 203-6096
    Click up if you have successfully reached Dexcom by calling +1 (858) 203-6096 phone number 0 0 users reported that they have successfully reached Dexcom by calling +1 (858) 203-6096 phone number Click down if you have unsuccessfully reached Dexcom by calling +1 (858) 203-6096 phone number 0 0 users reported that they have UNsuccessfully reached Dexcom by calling +1 (858) 203-6096 phone number
    Research Staff
    +1 (858) 875-9774
    +1 (858) 875-9774
    Click up if you have successfully reached Dexcom by calling +1 (858) 875-9774 phone number 0 0 users reported that they have successfully reached Dexcom by calling +1 (858) 875-9774 phone number Click down if you have unsuccessfully reached Dexcom by calling +1 (858) 875-9774 phone number 0 0 users reported that they have UNsuccessfully reached Dexcom by calling +1 (858) 875-9774 phone number
    Research Staff
    More phone numbers
  3. Dexcom address
    6340 Sequence Dr, San Diego, California, 92121-4356, United States
  4. Dexcom social media
  5. Stan
    Checked and verified by Stan This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 03, 2024

Our Commitment

We stand for unbiased reviews

We make sure all complaints and reviews are from real people sharing genuine experiences.

We help resolving issues

We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.

We advocate freedom of speech

We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)

We ensure transparent and fair ratings

Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.

We care about your privacy

Personal details of reviewers are strictly confidential and hidden from everyone.

We are easy, free and open to everyone

Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.