Dexcom Inc

Same as everyone else, promise to "work with me" but can't complete the order until it has been "reviewed". Trying to reorder, am not a "new" patient and my condition which I've had for almost all my life has not miraculously improved. Same insurance, saem doctor, same everything, except that is a resupply of the life monitoring equipment I so desperately need!

This is one of the most frustrating company I have ever dealt with! There "customer service" is abysmal. I used a new sensor today and reached my reorder point. I can't reorder because today is Friday 11/29/2019 which is the day after Thanksgiving and I must wait until Monday for their "customer service" to open. Why?! They are not in the US and probably don't celebrate the holiday! I tried the on-line ordering system but it can't figure out the serial number of my present transmitter! Probably a BS excuse just to make you think they have on-line ordering! Much of the year that I have been using them I have been lied to about supply availability after spending many hours on their order line SPEAKING WITH PEOPLE I DON'T UNDERSTAND! I can't wait until another company produces a comparable product so I can jump off the Dexcom ship!

If we could give zero stars, we would. Like you, we are a captive market for companies of this type, and they take full advantage of that.

Dexcom G6 hardware & software are not great - poor connectivity & other issues - but there seems to be no better on the market. No choice but to use this CGM system.

Customer support is abysmal. Supplies are consistently late. Call center service is not only useless - no follow-up, no common sense scripts, no issue resolution - but purposely puts you on long holds to discourage you from calling.

We have had no alternative but to purchase additional sensors and transmitters out-of-pocket to bridge gaps.

Despite relaying the above to their managers multiple times in the past year, they have done nothing to improve.

It is unbelievable how bad customer service is at this company. I am in month 6 and again, I am having my G5 transmitter timing out because they did not ship it on time as promised. Each time they ask the same BS questions and you can't get them to say, has anything changed? It is only a little better getting sensors, but still a pain.

I love the Dexcom, it has helped me titrate my insulin and lower my A1c a lot. But it is so painful trying to get supplies that I am thinking of droppin off the program. Are there any other GCMs as good?

What is even more painful is that you can not get anyone to answer your complains. And it sound like all the Customer Service help is call centered in India.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

We are very sorry for Mr [redacted] experience? His rebate request was approved? We contracted with a third party to process rebates, and is taking longer than we would like to complete its processing? We have asked them to expedite Mr [redacted] rebate? It should be received soon? We appreciate Mr [redacted] use of our product, and we are glad we could help with this matter

Complaint ID: [redacted] Date sent to Revdex.com: 06/13/2017Name: [redacted] Status: ResolvedDexcom response: Dexcom verified $rebate was issued and receivedCustomer confirmed they are satisfied with the outcome

Revdex.com: I have reviewed the? response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me.? I will wait? for the business to perform this action and, if it does, will consider this complaint resolvedThe business should consider responding directly? to consumer complaints rather than having to respond to formal consumer complaints filed when the business fails to answer complaints submitted directly to themIn addition, sales agents should be required to convey to potential customers the actual? price of the product, something that did not happen in my case Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolvedThe business should consider responding directly to consumer complaints rather than having to respond to formal consumer complaints filed when the business fails to answer complaints submitted directly to themIn addition, sales agents should be required to convey to potential customers the actual price of the product, something that did not happen in my case Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below I have contacted Revdex.com In the Past regarding the same Issue, My Initial complaint was regarding the Monitoring system provided to me by the DexcomThis is how it begun, I called [redacted] requesting a Glucose Pump and I was referred to Dexcom for the Monitoring system before even I was approved for the pumpDexcome approved me for the Monitoring system and send my information to the 3rd Party Carecentric, I was told by Dexcom not to open the box unless your insurance company approves the pumpMy pump request was deniedI called Dexcom back and I was told that they cant take it back since that's there policyI ended up filing the complaint and some one for Dexcom called and emailed me the shipping label to send the Monitoring system back to themSo I put the label on the box and ship the box in FebruaryRecently I checked my credit and there was a collection from carecentric for $I have emailed and called but have not heard anything back from Dexcom.Do the right thing and quite screwing the little guyWe are on the mercy of what you tell us and ended up you taking advantage Regards, [redacted] ***

Our sales person, [redacted] , spoke with Mr [redacted] insurance company and confirmed with them the coverage What Mr [redacted] conveyed to Mr [redacted] was what Mr [redacted] insurance company provided to Dexcom Our review of the recorded call confirms that Mr [redacted] noted twice that the amount quoted was an estimate Unfortunately, Mr [redacted] insurance company did not pay what they told us they would cover While we accurately conveyed the information provided to us, we are very sorry for the difficulty for Mr*** We have written off the balance Mr [redacted] can contact our customer support if he needs anything further, and we hope that Mr [redacted] sees that we work hard to address the concerns of our customers

Dear Revdex.com, After discussing with the customer, we have successfully resolved this customer’s discrepancy. The customer is satisfied with the resolution at this time. Thank you, Dexcom

On December 22, 2016, [redacted] , Supervisor, Inside Sales, spoke with the customer and arranged for a return. We are glad we could resolve this. [redacted] , Esq.Assistant General CounselDexcom, Inc.

I have had the Dexcom G5 for about 4 weeks. I have never had as many Lows as I have had since I started using this. Lows every night 3 or 4 times a day. I am wondering what is in the sensors and how they truly are to work. I am a type 1 diabetic and very concerned about the new found problem. If anyone else has this problem I would be interested to know.

Pat

We have sent a check to the customer for the amount requested and we are sorry for the delay in our doing so We appreciate the customer's business. [redacted] AGC

As of February 3, 2017, we have refunded any overpayments and have addressed all issues raised in this complaint? If the consumer believes that there are any outstanding problems, please notify us and we will address? We are sorry for this inconvenience[redacted] , Assistant General CounselDexcom, Inc?

As you can see with other reviews, the product itself is fine. The Dexcom CS, and the tremendous difficulty in getting supplies makes the DEX experience very poor.

My recommendation to those considering Dexcom - there are other companies that provide CGM systems, try them first.

Revdex.com: I have reviewed the? response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me.? I will wait? for the business to perform this action and, if it does, will consider this complaint resolved.Dear Revdex.com,The above complaint has been resolved.Thank you very much for your effort on my behalf.Sincerely, [redacted] ? Regards, [redacted]

Complaint ID: [redacted] Date sent to Revdex.com: 11/13/2015Name: Mr [redacted] ***Status: ResolvedThe transmitter was not on the initial orderCustomer informed they wanted the transmitter order placedDexcom worked with the insurance company who denied the transmitter orderDexcom shipped a no charge transmitter pending insurance approving transmitterInsurance approved and the transmitter was shipped

I actually think the G6 system is great for users and it does help with lowering a1c averages. I love the product---BUT the customer service department and the constant back-ups are awful; beyond awful. I have been using my system for over a year and every single month I have some sort of problem in ordering my sensors or quarterly-transmitters. Every single time they have to "check my benefits" with a 24-48 hour benefit review; then they have to have a specialist call me to confirm my order, etc. etc. I have had the same medicare provider and doctor for a few years. Online my account shows my current insurance information; my prescription renewal date, etc. yet I have a hard time staying on top of supplies. Really, if I didn't need the alarms so much, I would ditch the system. Its unfortunate that I have not found another monitoring system that is as good as this one. Their very poor customer care will eventually do the company in.