Business Profile
Diabetes Services
Tandem Diabetes Care IncThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
01/17/2025
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I received notification of the Tandem Choice program in October of 2024. Our daughter, who is diabetic, was in school in ******** and we had a conversation about the program to see if she wanted to try it out. She was very hesitant about it at first because of the issues she had with her infusion sets and how painful it had been. We were given no explanation about other alternatives except for a recommendation to try a different infusion set without any guidance on how to obtain this. When our daughter came home for CHRISTmas break, we had another discussion to see if she wanted to try the Choice program, and she said yes. Knowing the program ended on January 1, 2025, we made contact with Tandem by phone on December 30, 2024 and the *** said we made the cutoff and started the process. we were sent the enrollment form on January 1, 2025 which was signed and sent back on January 3, 2025. I had called on the 8th of January 2025 to check on the status for our Choice program and we were told that it should be shipped out anytime, and we asked about other infusion sets that our daughter could try. The *** sent us some other infusion sets to try, so we were waiting around for them and the new Mobi pump to show up. The infusion sets showed up yesterday, on the 16th of January, so I called Tandem support today on the 17th of January to see when the new Mobi pump would possibly be showing up. Today is when we were told that the documentation and the script from our doctor had to be received and the pump had to be shipped before January 1, 2025 in order to qualify for the program. The company is not willing to budge or try to help, even though all the conversations we had until today had us hopeful that the pump was being shipped out. Needless to say, if they say one thing, just know that it could be wrong and they will not work with you to resolve it. The customer service had been so great up until this issue, but because of this we are done with Tandem.Initial Complaint
12/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have called over and over to purchase a necessary recommended product from this company and continually get the "run around" with no callback or resolution- only transfers to answering machines and promises of my problem being dealt with - they keep saying they are very busy but someone should reach out soon.Initial Complaint
10/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
if you have the case on your Tandem X2 insulin pump you can not do a successful change of insulin cartridge you have to do 3 cartridge changes before the insulin pump will work and during the first cartridge change you fill your insulin tubing and then the pump goes back to it has no insulin in the cartridge when you really have 300 units of insulin in the cartridge then you have to do this 3 times and fill the tubing 3 times so you get a extra 20 units of insulin in your body because this pump will not let you do a successful cartridge change, your blood sugar will drop so it will kill you, but Tandem does not care they just want money, I have had to dial 911 4 times because of tandem cartridge change take 4 times to do it with the case on, you can not have a successful change unless you take the case off, and taking the case off is impossible since it is so tight you end up ripping skin off your fingers just to try to take the case off and that get infected, this is all because Tandem wants you to go through 3 cartridges in a single change so you will end up have to pay out of pocket money because you will run out of insulin supplies early since every change you need to do takes 3 cartridges, or they want to kill you since you have to put in 20 units of insulin you did not ask for but the insulin pump demands or it will not workInitial Complaint
10/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Tandem diabetes has not shipped an order placed on October 8th with an estimated shipping in the 13th. I had to order a box of infusion sets from a different provider out of pocket in order to stay alive. Please learn to take care of your customers.Initial Complaint
09/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Tandem issued a warning months ago about their insulin pumps losing battery power quickly. They have yet to resolve issue. Their pumps use to last a week without a charge now you have to charge the pump daily for hours. This is serious due to the insulin pump being a major health medical device. They need to make a fix to the problem.Initial Complaint
08/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
They consistently fail to bill my insurance properly and won't ship until I pay $400 when it is 100% covered through my insurance. Slow shipping due to the billing issues and supplies are difficult to get. Their billing department is only open 9am-5pm Pacific time which makes it a challenge to call them since I'm in Central time due to my work schedule. The app barely works and disconnects daily and having to make sure to charge for 20 minutes a day is a huge pain in the rear. The app is lacking significant features that ends up requiring you to mess with the pump which is a problem if you wear dresses regularly. They assume their pump is better than MDI but my A1c was lower doing things the good ol' school way rather than letting this machine try (and fail) to figure it out. The only insulin that's covered that I can use is Humalog which I have an extremely high resistance to and causes problems due to it's action profile. I'm having to supplement the corrections because Humalog is to slow.Initial Complaint
07/25/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Tandem customer service does not meet the stipulations they have laid out on their website or in their contract with us the end user. ******************** is a provider of insulin pumps and equipment. My son is insulin dependent and will become ill or worse if he is not consistently receiving insulin injections. We began using a Tandem pump about two years ago. The pump itself is excellent and has helped his health significantly. We have trusted that Tandem will deliver on their statements that we agreed upon in our initial purchase. However Tandem customer service numbers and feedback submissions are very hard to navigate. They rarely if ever answer their phone. Their website is down consistently and they are very slow or do not respond to submitted email request. Their website states they are open at certain time frames but we have experienced calling and receiving an automated voice stating their office is closed when the website states it should be open. They also have a statement stating they offer 24 hour customer support this is not true. Consistently we have run into several problems getting a hold of a representative especially when my son is trying to order replacement supplies. Tandem is negligent in responding and additionally does not follow my insurance coding and has many time tried to charge me for equipment that is covered under my durable coverage. because of this there is always a great deal of red tape to deal with and often because of this my son is not able to receive insulin supplies in a timely manner and his health is put at risk. I would just like for Tandem to be available as they state so I can keep my son healthy.Thank you - ***************************Initial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Tandem Diabetes Care will not answer their phone, they do not return phone calls, they have not mailed my diabetes pump supplies in nearly a month. They claimed they would overnight ship my supplies several weeks ago, because I literally cannot live without my Insulin pump. I've had to visit *********** and my regular GP to be prescribed Insulin pens, which limit the control I have over my Diabetes and now my health is being affected. I nearly went into Ketoacidosis (a blood sugar of over 600) last week because I have had to use Insulin pens which I'm not good at using because I've had a pump for over 10 years. When I've attempted to call their phone number, they will put me on hold for over an hour and eventually the call disconnects. They have been claiming to be sending my supplies for weeks now and still nothing. There is no way to get into contact with them, and when I do they never actually fulfill my order, contact me back or answer the phone. I have no idea what else to do. I have to wait another 2 years to get a different pump from a different company, so I'll have to be dealing with this too long. My health is being affected.Initial Complaint
04/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
This product is flawed. Two many issues such as the device can't get wet on injected site. How are you to bath. You should not have to remove anything. It should be water resistant. The device has nothing to hold to on your body. The clip is not adjustable. Two many steps to refill your insulin. Receiver is falling and has hit the ground numerous of times. More work then need be. Make this machine simple. Apparently, whoever made this device did not attach it to themselves to see the ends and outs to see what other people will have to go through or deal with. I hate this machine.Initial Complaint
04/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The business erroneously charged my credit card on file for an issue arising from my medical device on September 11, 2023. They have repeated told me they made this charge in error and owe me a refund (since they separately filed a claim through my health insurance and received full payment from my health insurance). However, it has been almost 8 months and I have not received the refund they owe me.
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Customer Complaints Summary
41 total complaints in the last 3 years.
13 complaints closed in the last 12 months.
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