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          Business Profile

          Medical Technology

          Dexcom Canada

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Medical Technology.

          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            10/10/2024

            Complaint Type:
            Customer Service Issues
            Status:
            Unanswered
            Since moving from G6 to G7, the sensors have failed over and over again. The quality of the product is poor. Then they have their call centers halfway around the world where the agents have ZERO *************** English is poor.After going through all they require, we have to go back to the pharmacy and stand in the line and order new ones. Our time has no meaning. If it is a one-time thing, it's all OK, but this is happening more often.I have asked to speak to an expert/professional to let me know why these sensors are failing, but there is no callback. Everything is left for their center overseas. They make the money here and then hire cheap call centers that have no answers. This a a medical product, but looks Dexcom is now running itself as another business where revenue is all it care about.

          • Initial Complaint

            22/01/2024

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            On January 20th i accidentally signed up for their subscription program and i immediately called their customer service. I waited on hold for 15 minutes and the agent stated he could not cancel the order and i would be responsible for the next 3 months of payments as well for $299. I asked if i could return the package if it arrived and he said i could not as they will not be able to use them once they send them out. The thing is these items are sent out by postal services so they are in a taped cardboard box and everything inside is also in a sealed box. Im unaware why this company is making me pay for a product and service i do not want. I want to be refunded and for my card to not be charged again and this subscription be cancelled like requested.

          • Initial Complaint

            26/10/2023

            Complaint Type:
            Delivery Issues
            Status:
            Resolved
            I am a type 1 diabetic who uses the Dexcom sensor which is a product of this company. Last Wednesday, I realized that my last sensor was expiring Friday evening. It was already Wednesday so I knew that I had to do express shipping in order to receive them before the weekend. I went ahead and paid the extra money for express shipping. Friday night came around, and I still had not received my new sensors. I called them, they told me they don’t know what happened with my order, but it should be there soon. It never arrived, meaning I had to go the whole weekend without a sensor, which jeopardizes my health. Monday came, and I still hadn’t received them. I called them again to ask what happened with my order, and they said it was still in their warehouse and had not even been shipped yet. I ended up receiving the sensors on Wednesday meaning I went 5 full days without a sensor. Making my health and medical condition much harder to manage. I asked them why my package got left behind, when I paid extra for express shipping. They said it is out of their control and they are very sorry, but it is being shipped out that day. They then said they would refund me the money I had to pay for the express shipping fee. Today, I checked my bank account and they have still not refunded me my money for express shipping. I called them once again to ask what happened. They told me that the refund for express shipping fee was “declined” and is “out of their control”. After putting my health through so much jeopardy for a week, they still didn’t even have the ******* to refund me on my express shipping fee. Instead they said “this is out of our control” and did nothing about it. This is a company that can not be trusted and it sickens me to see that, not only do they put the health of a type-1 diabetic in jeopardy, they also then claim it is “out of their control” and they can not give me a refund for express shipping. When I had to wait a full week for my “express” shipment.

            Business response

            07/11/2023

            Hello,

            Thank you for sharing with us.  We have contacted our client, explained the chain of events and have come to a resolution.

            Kindly,

            Customer Service Supervisor

            Dexcom Canada. Co

          Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

          BBB Rating & Accreditation

          F

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          Contact Information

          501 4445 Lougheed Hwy

          Burnaby, BC V5C 0E4

          Visit Website
          (844) 832-1810

          Customer Complaints Summary

          3 total complaints in the last 3 years.

          1 complaints closed in the last 12 months.

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