[Diabetes-Talk] complaints with Dexcom

[Veronica Elsea]

Hi Doula. Yes, there sure are and even that gets messy sometimes. 
When I switched from my real insurance to Medicare, Dexcom was sending me
all of these welcome messages as a G6 customer, while also sending me
messages that said, we haven't seen an order for you. We've missed you.
Every time I called, they swore they didn't have multiple accounts for me
and I had to file a complaint to stop the dozens of daily emails I was
getting. I also filed a complaint because they'd made no effort to help
their customers who were already on the G6 when they switched to Medicare.
At one point when they were not shipping sensors or responding to my needs,
I threatened to report them to the California attorney general's consumer
fraud division for failing to provide products. That did get someone's
attention. 
Now I have to figure out where to report them for not refunding me my money
for the transmitter I didn't want. I sure hope the company gets its act
together soon.
Veronica


"Guide Dogs, First Hand", Veronica Elsea's classic album is now available on
iTunes, along with other music from her and from the Guide Dog Glee Club. 
To learn more, visit:
http://www.laurelcreekmusic.com
                Veronica Elsea, Owner
Laurel Creek Music Designs
Santa Cruz, California
Phone: 831-429-6407


-----Original Message-----
From: Diabetes-Talk [mailto:diabetes-talk-bounces at nfbnet.org] On Behalf Of
Doula Jarboe via Diabetes-Talk
Sent: Friday, March 15, 2019 3:17 PM
To: Diabetes Talk for the Blind
Cc: Doula Jarboe
Subject: [Diabetes-Talk] complaints with Dexcom

Hi All,
 So for a little while today, I was a rather disgruntled customer. I'm
trying to get my transmitter before this one runs out. For some
strange unbeknownst reason, they had two different types of Medicare
for billing for me. Humana, which is who I use, and an account with
just plain Medicare that was inactive. Why would you keep an inactive
account on someone's file? Anyways, when I called yesterday, it was
confirmed that yes, Humana is who I use, okay will get rid of this
inactive Medicare account. My transmitter should be shipped today.
Still no tracking info, so I called and talked with someone about my
order. This guy had one very thick accent and was incredibly difficult
to understand. He also apparently gave more incorrect information.
That my order had to go back through quality control before it could
be shipped. So I Googled filing complaints with Dexcom. First thing
that popped up was call customer service and talk with a supervisor
for grievances. So I called back listened to the entire menu, and it
says press 0 to speak with an operator. I got a very nice lady, she
looked into my issue, and was able to see that my transmitter had been
released to the warehouse, but tracking information wasn't available
yet. I should have something by this evening though, and my
transmitter will get here by Wednesday when mine is due to quit. She
also asked me if I was completely out of supplies which makes me think
she had a bit more access to things than people in the ordering
center. For all I know they are two totally different places. Anyways,
just wanted to pass this on, because apparently there is a way to file
grievances and complaints. hope this helps.
Doula

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