Dexcom Inc

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]

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 Regards, [redacted] The response is nice but they have been saying it is in process for monthsIs soon another months?

Had been a customer for over a year. Multiple service issues over the year led to very erratic and unreliable G5 supplies and support. Many phone calls from me and my physician's office were a waste of time in an effort to obtain needed supplies, making use of device on a regular basis always questionable. I finally quit using it since I could not obtain supplies on a routine basis.Extremely poor customer service. If you are a Medicare patient, my advice is don't bother wasting your time with this company; try another device.

G6 is a good product but the customer service is very poor. Was told twice that a 'free sensor' would be shipped because I have used my last one. The regular sensor order has not shipped pending insurance review thus the need to receive the free one ASAP. NO shipment has been made. Consider having a back up because the customer service is extremely poor.

Dexcom customer service sucks.
I called them do supplies 3 times and I still don’t have then.
Now when I call it goes straight to voicemail but I can’t leave a message because it’s full.
I guess people that live in California are on a different planet!

I am a Dexcom G5 user and Medicare patient and have been disappointed by the reviews I’ve read thus far on this site. I, too, believe the Dexcom product to be a game changer in the treatment of diabetes but have also been frustrated with the lack of supply for the G6 which Medicare has already approved. I sympathize with those who have reported the run around they have experienced in trying to get their supplies from this company. It sounds to me like the owner(s) of Dexcom are being kept in the dark and that management is totally incapable of their duties. Frankly, it sounds like it’s time for some butts to be kicked out. It is irresponsible and disrespectful for a company to treat its customers this way, especially when dealing with those who have a life-threatening disease such as diabetes.

The Dexcom G6 is an AWESOME Product ... I have been using it since Sept.2018 .I have been a Type1 Diabetic for 66 years and to me this product is even more helpful than the insulin pump.. Many times I do not know that my Blood Sugar is dangerously low..This G6 is a Life Saver ...HOWEVER... DEXCOM SUPPORT SYSTEM and CUSTOMER SERVICE IS NON EXISTENT... My .receiver said my transmitter was expiring in 3 weeks.. I called that morning to reorder a new transmitter after MANY MANY calls I still do not HAVE A TRANSMITTER and I am going away on vacation Tomorrow ..Emailed Juan Gonzales Monday supposedly a Supervisor NO REPLY or Phone call.. and its mow Friday afternoon .Today 9:00 .Was told George Neri 858-943-6771 will Definitely help you ..I called 4 times today to speak to him no reply. or call back..Spoke with Edwardo 858-877-9244 don't worry I will take care of you that was two weeks ago. Angel also no help..Annie no help.. Luis had no clue what to do to help me .. I am waiting for Andriana to call me .Its 3:30 Friday afternoon..This is the most POORLY RUN COMPANY..You are selling Life saving devices to people who have to live with a SERIOUS terrible disease. Again FABULOUS Product BUT HORRIBLE Customer Service..I WISH I COULD WRITE AN EMAIL TO KEVIN SAYER CEO of Dexcom I did try but the email he listed to get in contact with him DOESNT WORK.. What a SURPRISE ..Just spoke to Andraina ..GUESS WHAT Someone closed my ACCOUNT I have been on the Phone for 3 WEEKS trying to get a new Transmitter HOW THE F...could my account be closed BECAUSE I WOULD NOT GIVE UP ?...I am Patiently waiting a call back from either Carlos or Angel..WONT HOLD MY BREATH..Wonder if Dexcom Company has Share Holders maybe We All need to contact them with our APPALLING experiences with DEXCOM MAYBE They could HELP US.. JUST A THOUGHT... My one star is because the DexcomG6 is AWESOME Product NOT The DEXCOM CUSTOMER Support TEAM ...Will let everyone know if either Carlos or Angel call me back this evening.. Needed the Transmitter shipped over night so I could have it for my trip.. SO UPSET and Frustrated with this Company.. Called at 8:03 as Andriana told me Supervisors would be out of their meetings .and someone would help me and send the transmitter overnight . THE COMPANY IS CLOSED SO I GUESS I WILL NOT HAVE MY TRANSMITTER G6 FOR MY VACATION...SO SAD AND SCARED ..I Cannot believe a Company can treat their Patients this way...

Have had my G5 CGM device for almost a year covered by Medicare. Dexcom is only authorized to send a month supply (5 sensors) at a time, according to Dexcom. I have purchased an extra sensor out of my own pocket so I have a backup. Over the 355 days I have had the unit they have only shipped 48 of the 50 required to meet requirement of replacing sensor every 7 days. I have had to use my personally paid for spare or not use the device until replacements we received. Every month I have to call to tell them I am out and was assigned a account manager for Medicare accounts who assured me that I could contact him with any problems. I agreed to send him an email when I was down to one sensor, 14 days before required sensor replacement and no replacement sensor available. He was sent the email, a follow up one a week later yet I have not heard a word. I received my normal Dexcom Medicare required verification email today and processing verification email with a ship date two weeks after my required change date. I have left a voice message for my assigned account manager yet no reply. It should be noted that of the 48 sensors sent 3 were replacements for failed units. At this time I am researching as the which agency with Medicare/Government I may fill a complaint with as Dexcom is not meeting requirements to be approved by Medicare. It should also be noted that I am on a insulin pump covered by Medicare and that supplier has none of the problems of providing supplies.

I am as frustrated with the same issues as the others who left very negative reviews .Same problem of reordering sensors and new transmitter since mine has expired .I am now without a means of using continuous glucose monitoring for how long anybody knows .I have bought into the technology that other competitors do not have .As a retired physician ,I also agree that their poor service and customer care is impacting our care and is dangerous! My "so called" local rep refuses to return phone calls or reply to text message.Most of them probably do not have Diabetes and therefore do not understand how important this is to our daily care which is not easy . I can not give a rating as it would be dishonest on my part to even give one star.If you truly read tese reviews you would at least improve the reordering process ASAP. James C. Kelly MD

I've been a Dexcom customer for about 2 years. As others have mentioned the product is top shelf. It has helped me control my DM and lower my HgbA1c considerably.

However, the customer service department is full of crap. They lie, omit facts and downright do not do their work. I called on 19 March that I was down to my final sensor (G5) and my auto supply had not been fulfilled. I was told that my insurance (Maryland BC/BC) was supposed to have been verified in Jan 2019 and a shipment of sensors was to have been shipped then but had been overlooked. That also affected my March shipment of sensors. I was told that they would expedite my insurance approval and get the sensors out to me within "a couple of days".
Monday 25 March comes and no sensors and I insert the last one I have and call again, still working on insurance approval, will have them "in a few days". 29 March I called and I'm pissed... still no insurance approval, "it has been assigned to your rep" but I can't talk to that person nor will they allow me to talk to a supervisor. I can't find a number for corporate. Finally I speak with a reasonable person in Tech Support (don't ask how I was transferred there). He says the company is having "growing pains" and will send out a sensor overnight and it will be delivered on Monday, 1 April 2019. It was delivered, actually, two packages were delivered, a G5 sensor which is what I use and a G6.
My sensor has completed its life cycle on Tuesday, 2 April and I insert the G5 sensor, FAIL! Was this an April Fools hoax!
I call again on Friday, April 5 and am told that my order is in "Quality Check" and it will go out FEDEX overnight that day and I'd receive it on Saturday 6. Saturday NO DELIVERY, I called and spoke with the rudest rep yet arguing with me that my order was only placed on 4 April. I tried to explain the details but she would not listen and talked over me! She said the FEDEX order would go out on Monday 8 April for next day delivery. So, I'm expecting my sensors on Tuesday, 9 April. That will put me a week without sensors because the incompetence of this company.
Is there an alternative solution to using Dexcom products?

Absolutely love this product ! Has helped me lower my A1C since started using G6 CGM.

ABSOLUTELY AWFUL back office. My wife and I tried to re-order supplies via DexCom website on March 17, 2019. Kept getting error messages and we needed to call their 888 number. First it was because we live in Rhode Island and our Insurance (BCBS of RI) had changed some coding that we now needed to have our Dr send a new prescription request.

Then 3 days later still no order and my Dr. had faxed back the form DexCom had sent them...for Medicare authorization...which neither of us are on.

2 Days later DexCom had received all the necessary paperwork and were waiting for us to confirm that we needed to re-order our sensors...which we did again on the phone with Customer Service Reps.

2 Days later still NO tracking number as we were "PROMISED" by a customer service rep and still NO PENDING ORDERS on the website under our log on info.

As of today, April 4, 2019, I have no sensors left, and my wife is down to her last 1.

AWFUL AWFUL AWFUL with no escalation process and nothing buy mis-information by outsourced customer service reps.

Mr. Sayer, if you or someone on your "staff" reads these ratings - WE are your customers who NEED your product...HELP US HELP YOU or you will see a mass exodus going to other CGM companies or just more bad press which I'm sure DexCom doesn't want.

If I could give you a NEGATIVE STAR...I WOULD

I placed a reorder for sensors and a replacement for my expired transmitter on 2/26/19 and as of 3/21 I have still not received my order. I have experienced noting but excuses and a story that continues to change every time I call them. First the problem was reported to be with their order review department being slow in approving the order. Then the customer service rep said the order was delayed because of product backorder issues. Then the delay was reported to be because then needed a new "Certificate of Medical Necessity" from my Dr. and the Dr. had not responded. Of course the Dr never received the "request" so I got them to send one anyway. Next I was told they were waiting to receive authorization from my insurance company. I requested Dexcom resend the request. Four days later the insurance carrier still has not received any request. I have now been waiting for a call back from a supervisor. This company either has the most inept order process department in existence or, more likely, they are so overloaded with new orders they are simply overwhelmed and refuse to admit it to their customers. If/when Medicare finally approves another CGM supplier, I will immediately move away from this company.

The product is extremely helpful in controlling my diabetes. There have been a few failures and the occasional need for help. That said the company itself has the worst customer service department on the planet. I don't fault the folks in the Philippines who try their best to help, I put the fault at the feet of the Dexcom corporation themselves. There is no effective handshake between the company and the outsourced call center. No method of escalating complaints to anyone here in the U.S. who can actually do something. I have resorted to complaining to my provider about the lack of competent assistance, the inability to speak to a supervisor or escalate a complaint. I have asked my provider to put me in touch with someone who can actually do something to remedy this problem. Failing that I will look for an alternative product or go back to finger sticking 6 - 8 times a day. The rise in blood pressure is not worth the aggravation.

Horrible customer service. Every month is the same excuse, something wrong with the order. I just read reviews and they are horrible. Someone needs to oversee management and quit making promises that cannot be honored. This company cannot possibly stay in business for long at this rate. To give one star is to much.

The supply back order for the dexcom continuous glucose monitor device is truly troublesome. My order was placed on/or about 2/11/19. The money has been withdrawn from my account, but I still do not see any 'open orders' in my dexcom online account. This indicates that my supplies have still not been shipped. What I also find troublesome, is the advertisement seen on this months issue of Diabetes Forecast. On the edition I received at my office, it appears that the cover of the magazine is all for the dexcom. While the product, for my has been life changing for me, the back order of sensors is a major problem; especially when this add is enticing more PWD to obtain the dexcom. When dexcom cannot keep up with the current customer orders. As a health care professional who teaches diabetes management, I am considering not recommending this product to any of PWD that I see. There are alternatives out there. So, to dexcom, please do something about this back order problem. And, to the American Diabetes Association, please get all the facts about a product, before you allow such an inviting, enticing advertisement on/in your magazine.

I have had a Dexcom G5 for about 5 months, I agree with everyone else about the lack of customer service. I call and order supplies on time but never receive them on time. I live alone and have trouble with my sugar bottoming out at night while I am sleeping. This is the reason my doctor suggested I get this device in the first place. If I go into a diabetic coma there is no one to check on me or call an ambulance if I need one. I explained this to the supervisor at Dexcom and was told they are very busy with orders for the new G6. but things would get better soon. Another lie issued. Maybe when someone dies because of their lack of concern and they get sued they will begin to care..
Thank you for letting me vent.
Sincerely, Joan Baseman

Dexcom service is beyond bad and actually dangerous to your health. They have a decent product but back office and customer service is beyond bad. I have been a customer for a year starting with the Dexcom 5 and now use the 6. I placed an order for sensors 3 weeks ago and the order was in the system then it was not. It needed a new insurance authorization which they got but the order was gone. I called and they said it would be shipped shortly. Another week and no sensors. Said the doctors prescription was now expired and they could not process until received. The Doctor responded immediately with a new prescription. Still no sensors. They are now on back order should get in 5-6 days. Don’t believe it . In mean time the last sensor I had failed due to adhesive. Called tech support who said they would expedite since I was now without the system working. Today at my house I got a package without a sensor but a return vial. So no sensor and waiting for a back order to fill on the original order. Dexcom stop taking new customers until you can service customers who are stuck waiting for back orders. Phone wait this afternoon was over an hour. Do not sign up with Dexcom.

I am extremely disappointed with the lack of customer service at Dexcom. There is no communication with the customer and they happily take your money up front even when they can't deliver the supplies on time. I ordered a transmitter at the end of January and still have not received it. I received an email from Dexcom on January 30 stating that the order is being processed and should be delivered by FedEx 3 day delivery. I called this morning and the representative said they are waiting on paperwork from insurance. Called again and a different representative said that they did have the paperwork, but it hasn't been processed. I was referred to someone in order processing who will not be back until January 18th. I have now been on hold for 40 minutes. Meanwhile my daughter is on her way to Las Vegas to play two collegiate lacrosse games with a transmitter that will probably expire. I also use Medtronic for my older son and I have had none of these problems. Their customer service is amazing and they don't charge you before you get the product. Very frustrated!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Complaint ID: ***Date sent to Revdex.com: 09/16/2017Name: *** ***Status: ResolvedDexcom response: Customer notified Dexcom the product has signal lossDexcom replaced two components and the system continued to have signal lossThere could be additional causes for signal loos, however the
customer requested to return for a full refundThe return was processed and refund was generated to the customer.