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]

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

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. [redacted].  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.

Review: I have been dealing with costumer service for months trying to reorder a new continual glucose monitoring system. I was originally denied by my insurance company because they will only pay for the systems replacement every two years. I wrote a letter to my insurance company explaining the need to have this medical device and have it replaced before the two years is up. They issued me approval to have a new system ordered and I believed everything was fine. I only received half of my system and Dexcom will not send me the other half. I have a receiver with no transmitter, so the system is useless to me. They will not refund me or my insurance company for the useless pieces of the system. All this time I have been paying for the sensors that can't be used with out the transmitterDesired Settlement: Either I would like a full refund to me and my insurance company for all orders placed in the last six months or I would like a transmitter sent to me.

Review: Back in April, I purchased an insulin sensor. The person who sold it to me apparently left the company and, though I tried for several months to get a hold of someone else in the company, I was never able to connect with anyone OR receive any training on the device. I continued to call the dexcom number that the sales rep had left me to try and find out about training, and then return the product, but again, I was unable to get into contact with a live being. Around July/August, I received a bill for the sensor from [redacted]. At that time, I called [redacted], and told them what happened and they gave me a new name/number to contact. I've spent the last several months being passed to three different reps, who still haven't given me any answer as to how to return the product. The closest answer I can get is "Let me get back to you, I need to talk to my supervisor". The latest person to tell me that is apparently the [redacted] Business manager. I received an email from her almost a week ago, on October 9th, saying she'd give me a call after 5:30, and have yet to receive that call. I've been trying to return the sensor for about 6 months now and today, I received a collection notice, and STILL can't get a hold of anyone. All I want to do is return the device that sits on my floor, still in its original unopened packaging. They've billed my insurance company, and received funds for the sensor.Desired Settlement: I just want to return the sensor and get the $[redacted] bill for a product I've never even opened, canceled.

Review: I purchased Dexcom G4 device and company adverrtises & professes to have 24 hour technical service help available to troubleshoot unit as published in their manual. Numerous calls have been processed and none returned. When calls are placed you are put into a voicemail system and have no contact with a real human being.This company has functional issues with their products and refusal to assist customers with these functional product issues once they obtain your financial assets is unacceptable.Desired Settlement: I want the company to at minimum return my phone calls so I can resolve this product issue with either a technical solution or a replacement device

Review: I called the business to set up my new insurance to pay for medical devices. Insurance wasn't set up and I was billed for the full amount without my approval. Called to cancel order and get refund. I told my bank that the order was being cancelled, and they removed the hold on my checking account. I was assured, verbatim, by Dexcom that they would not try to complete the payment at a later date (and thus not performing the practice of taking the money then giving a refund). I thus used my checking account, and two days later they tried to take the payment again and I overdrew my checking account. This not only costs money, but the time cost is also a substantial factor here (> 4 hours spent on the phone, new job).Desired Settlement: I want my money to be back in my checking account and I want to compensated for all the overdraft charges and time costs associated with this debacle.

Review: I called on multiple occasions to get my CGM sensors. It took over three weeks with multiple customer service issues. I have a detailed report with times of telephone calls as well as the names of the people who I spoke to but it is too much information to document it here.Desired Settlement: I would like contact from the business regarding my order and do not want any more hassles to place an order for my supplies.

Review: acct [redacted] I had this acct for years, the appliance cost is 569.55 Cigna my insurance has paid 489.55 , I paid 79.82 that pays the account in full.

DEXCOM , has sent a bill with Carecentrix for 455.18 AND send it to collections with company named Transworld Systems Inc THEY HAVE NEVER PRODUCED AN ITEMIZATION OF SUCH BILL

or DETAILS OF THE CHARGES.Desired Settlement: I am demanding an explanation of charges.

Review: This is a complicated case. My son's doctor insisted he purchase a Continuous Glucose Monitor (CGM) as a condition to drive back in June 2014. There are 2 OEMS: Dexcom and [redacted], but only Dexcom was presented. The sales rep led us to believe this would be covered by insurance, even though we tried last year (BCBS of SC) only to have coverage denied. It was denied 3 times, this year with a first level appeal with input by a doctor with the National Review Board. Given my son's doctor's demands, I put the device on my charge card, starting on 7/14/2014. After learning about the lack of choice given to my son, the patient, and tactics of the sales rep, I filed a customer dispute with my credit card company, for the first of 3 installments:$399.34. I also filed complaints on behalf of my son. However, I also called in a new credit card number on 8/13/2014 to Dexcom because my original credit card had somehow been compromised after the first charge with Dexcom. Dexcom compliance attorney [redacted] and I had a lengthy phone conversation regarding everything from the sales rep's tactics to the lack of durability of the sensors. My new card number was not charged, and [redacted] said she would continue the conversation with me, but never did. I have sent emails and recently a letter demanding the status of this transaction. I do not want to find a problem with either my or my son's credit history. I also copied [redacted], Pres & COO,and [redacted], General Counsel & V.P. of HR, but with no response from anyone. Interestingly enough, we have ordered two boxes of sensors with no problems. I wrote to [redacted] that I wanted a written statement regarding the initial order. Dexcom's strategy appears to be to ignore all communication. [redacted], another Dexcom VP [redacted] has made claims on DLife that most commercial insurance covers the CGMs, but Medicare doesn't. Most commercial insurance plans follow Medicare's lead. CGMs are not "Standard of Care".Desired Settlement: I want a written letter from Dexcom saying that we will or will not be charged for the cost of the transmitter/receiver, due to the circumstances surrounding the transaction, and there will be no negative report on our credit reports ever or submission of claims to a collection agency or involvement of attorneys as a result of a lack of their actions.

Review: Around the first of August 2015, my husband, [redacted], ordered and received one of DexCom's monitors. He paid for the monitor in full via a First South Credit Card the day he ordered the monitor. My husband was scheduled to have his pancrease removed on August 31, 2015 which he did. He was going to need this monitor due to becoming an insulin dependent diabetic once his pancreas was removed. My husband died in the hospital on September 24, 2015. He never came home from the hospital nor did he ever use DexComm's monitor. Shortly after my Spouse's funeral, a DexComm Representative came to the house and picked up the monitor. DexComm is refusing to reimburse me for the unused equipment that was returned. The estimate for the price of this monitor is $1,599.00.Desired Settlement: All I'm asking for is a refund check mailed to me in the amount of $1,599.00.