Dexcom Inc

We are very sorry for Mr*** *** 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*** *** rebate? It should
be received soon? We appreciate Mr*** *** use of our product, and we are glad we could help with this matter

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 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,
*** ***

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.Dear
Revdex.com,The above complaint has been resolved.Thank you very much for your effort on my behalf.Sincerely,*** ***? Regards,
*** ***

Complaint ID: ***Date sent to Revdex.com: 11/13/2015Name: Mr*** * ***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

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

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.*** ***, Assistant General
CounselDexcom, Inc?

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

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.? *** ***AGC

I love my Dexcom supplies and tech help has always been great. However, communication with Dexcom is miserable: yes everyone is exceedingly polite but provides no relevant information. It is as though no one communicates with no one else. I am supposed to have a personnel specialist helping me: that person's identity changes frequently, I am not notified, and they are pretty much useless in their advocacy role. Supplies are not sent in a timely manner. Here is a typical example: Two weeks ago I received an email saying to contact Dexcom about my order. I called Dexcom and the person I spoke with said there was no reason to speak with anyone as my insurance had already okayed the sensors and the order was being processed. Today, July 6, 2018, I got an email saying that insurance had approved my order and it was being processed! I look into my account information and it says that supplies were being sent on June 22, fully two weeks ago which was when the resupply shipment should have been sent. In the meantime I have called my two "reps" to find out where my sensors are as I am down to one, and have not received any callbacks

You may wonder why I go on like this in a public forum instead of writing directly to the company. I have sent numerous letters to Dexcom about this crappy service and in response have gotten call backs from Tech Support. Clearly it is not a Tech Support issue but a management issue. Clearly no one is at home. If there was any company offering a product like that offered by Dexcom I would be with them in a split second. Sadly they are the only game in town which must explain their business ineptitude.

I couldn't be happier with the customer service I have received from the folks at Dexcom. From a couple of failed parts to ensuring I was using the system correctly their representatives have gone above and beyond. Their assistance has left me confident and eased my concerns.

While Dexcom continuous glucose monitoring devices work well as advertised, the Company fails miserably at timely and accurate customer service and delivery. After making timely shipments of scheduled disposable Dexcom sensors and transmitters, and despite having a unexpired physicians prescription on file and acknowledge by Dexcom as being current, Dexcom accepted an order for replacement transmitters promising immediate shipment, then failed to deliver as promised. No notice as to any exception was communicated by Dexcom as to any problem with the order. Upon contacting Dexcom Customer Service directly, I was told that the order was on hold "pending review". When I asked what was being reviewed, and why was I not notified of any issue, the response was that something was amiss with my previously acknowledge, verified prescription against which Dexcom had made multiple shipments without issue, was now being questioned. On my third follow up call with Customer Service, I was notified that Dexcom required a new prescription. I immediately contacted my physician, and the requested new prescription was delivered via fax as prescribed by Dexcom to Dexcom. Upon my fourth contact with Customer Service, I notified Customer Service of the prescription delivery, and was told that prescriptions were reviewed manually before being entered to their "system", and this process could take up to 48 hours. I then notified Dexcom Customer Service for the 3rd time that their delay in order processing and failure to notify their customer (me) had resulted in my being without the use of my Dexcom glucose monitor for almost one week. Here is what I suspect is the truth. Dexcom is now in the process of transitioning to a new "G6" device and they failed to properly forecast demand for G5 device replacements during the transition phase of the new product release (which will replace the G5). Rather than clearly communicate this to Dexcom customers, they are playing games with delayed delivery scripted replies. Even if my supposition is not completely true, the actions taken by Dexcom in their failure to provide time service and communication to their dependent client is unforgivable. CGM devices are health monitoring, and in fact life protecting devices. Failing to provide timely delivery and / or services threatens the well being of Dexcom patients / customers. There are other equal or superior CGM devices available, and I will certainly explore these alternatives as replacement for the devices offered by Dexcom.

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]

Complaint ID: [redacted]Date sent to Revdex.com: 11/13/2015Name: Mr. [redacted]Status: ResolvedThe transmitter was not on the initial order. Customer informed they wanted the transmitter order placed. Dexcom worked with the insurance company who denied the transmitter order. Dexcom shipped a no charge...

transmitter pending insurance approving transmitter. Insurance approved and the transmitter was shipped.

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.

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.

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]

Complaint ID: [redacted]Date sent to Revdex.com: 09/16/2017Name: [redacted]Status: ResolvedDexcom response: Customer notified Dexcom the product has signal loss. Dexcom replaced two components and the system continued to have signal loss. There could be additional causes for signal loos, however the...

customer requested to return for a full refund. The return was processed and refund was generated to the customer.

Complaint ID: [redacted]Date sent to Revdex.com: 06/13/2017Name: [redacted]Status: ResolvedDexcom response: Dexcom verified $200 rebate was issued and received. Customer 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 resolved. The 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 them. In 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.
Regards,
[redacted]
The response is nice but they have been saying it is in process for 4 months. Is soon another 4 months?