[Diabetes-Talk] complaints with Dexcom

Mon Mar 18 19:09:53 UTC 2019

Well, I am not sure what I am doing differently than all of you, but I have had a great experience with Dexcom. Except for the long wait time to talk with someone, they have successfully registered me as a new/returning customer, verified my benefits with my new insurance, contacted and received the necessary documents from my doctor and will be sending me my new transmitters within the next couple of weeks. With Medicare, they need to wait until I receive the three week warning that my transmitter is about to expire, and then they contact my Doctor Who then contacts Humana who then contacts Dexcom. What a run around just to get new transmitters, but that is how it works. They do not need all of this to happen to send you new sensors. Anyway, my last transmitter expires around April 2, and I should receive the new transmitters within the next couple of weeks. Dexcom has been great, especially with all of the regulations that Medicare requires them to follow in order to get us supplies.

    Jamie

Sent from my iPhone

> On Mar 18, 2019, at 2:00 PM, Veronica Elsea via Diabetes-Talk <diabetes-talk at nfbnet.org> wrote:
> 
> Oh believe me, I've had plenty of issues with Dexcom and would agree with
> you that customer service has gone down the drain. They've opened a new
> facility and lately, my experience is that yes, they answer faster but they
> don't know anything. So big deal! I'm going to do some snooping and see what
> I can find out or do about the stupid inaccessible meter. Good grief. 
> And yes, Dexcom still owes me $260 for a transmitter that I didn't want. For
> all of us, I sure hope they sort themselves out soon. I actually wrote them
> up to the California attorney general's office because they were so casual
> about us running out of supplies. I told them I was going to report them to
> the fraud division of consumer affairs for taking our money and not
> providing products. I did have to get pretty nasty and make a bunch of noise
> to get where I seem to have landed. Stay tuned for the next order blues.
> <grin>
> 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
> Tamera via Diabetes-Talk
> Sent: Sunday, March 17, 2019 8:46 PM
> To: 'Diabetes Talk for the Blind'
> Cc: Tamera
> Subject: Re: [Diabetes-Talk] complaints with Dexcom
> 
> I guess your fortunate to get the G6. I have been using the G5 for over 3
> years... and went on Medicare in Late 2016, but kept Cobra till 2017 when
> Medicare was to start covering.. but the issue of smart device  reared its
> head!
> The initial  kit included  one touch contour? And strips.. which Medicare
> has continued to provide through Dexcom.. a package deal Dexcom said they
> had to  have in place to offer Medicare.
> So, once I paid a few times and am still fighting for reimbursement on out
> of pocket..
> I now get my transmitters, sensors and test strips monthly.
> Please .. Dexcom takes often 20 minutes or more to talk to someone.. and
> with delay in shipping.. and I am talking about the G5..  probably loads of
> red tape, but yes, Dexcom is  sinking in customer service and then some..
> same w/technical help.. they called me back the next day.
> Glad your not having the issues, but they do exist. And very frustraiting.
>    Tamera
> 
> -----Original Message-----
> From: Diabetes-Talk <diabetes-talk-bounces at nfbnet.org> On Behalf Of Veronica
> Elsea via Diabetes-Talk
> Sent: Sunday, March 17, 2019 7:11 PM
> To: 'Diabetes Talk for the Blind' <diabetes-talk at nfbnet.org>
> Cc: Veronica Elsea <veronica at laurelcreekmusic.com>
> Subject: Re: [Diabetes-Talk] complaints with Dexcom
> 
> Tamera, I don't think the problem is Dexcom being over their head with
> Medicare customers because the major roll-out for G6 hasn't happened yet. I
> don't know about test strips because a meter is not part of my Dexcom
> package. Problems with manufacturing perhaps? Problems with supply, perhaps?
> Problems with staff, perhaps? 
> But I don't understand why Dexcom should be providing strips and I did not
> see this with the G6 package so perhaps it will just go away.
> 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
> Tamera via Diabetes-Talk
> Sent: Sunday, March 17, 2019 6:45 PM
> To: 'Diabetes Talk for the Blind'
> Cc: Tamera
> Subject: Re: [Diabetes-Talk] complaints with Dexcom
> 
> There is something afoot!
> I had to wait for my new transmitter, going w/o for a couple weeks..
> meanwhile I asked for more testing strips...
> I got an OK, but I received my new transmitter and sensors along w/2 vials
> of strips... and today get notice they are sending me 3 vials of test
> strips!
> I can only hope this does not "cots" me, and have to wonder about  the
> entire process.
> Seems Dexcom is over their head with Medicare customers and wonder ...
> Too bad I did not have some stock!
>    Tamera
> 
> -----Original Message-----
> From: Diabetes-Talk <diabetes-talk-bounces at nfbnet.org> On Behalf Of Veronica
> Elsea via Diabetes-Talk
> Sent: Friday, March 15, 2019 4:12 PM
> To: 'Diabetes Talk for the Blind' <diabetes-talk at nfbnet.org>
> Cc: Veronica Elsea <veronica at laurelcreekmusic.com>
> Subject: Re: [Diabetes-Talk] complaints with Dexcom
> 
> 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
> 
> _______________________________________________
> Diabetes-Talk mailing list
> Diabetes-Talk at nfbnet.org
> http://nfbnet.org/mailman/listinfo/diabetes-talk_nfbnet.org
> To unsubscribe, change your list options or get your account info for
> Diabetes-Talk:
> http://nfbnet.org/mailman/options/diabetes-talk_nfbnet.org/veronica%40laurel
> creekmusic.com
> 
> 
> _______________________________________________
> Diabetes-Talk mailing list
> Diabetes-Talk at nfbnet.org
> http://nfbnet.org/mailman/listinfo/diabetes-talk_nfbnet.org
> To unsubscribe, change your list options or get your account info for
> Diabetes-Talk:
> http://nfbnet.org/mailman/options/diabetes-talk_nfbnet.org/fidano%40comcast.
> net
> 
> 
> _______________________________________________
> Diabetes-Talk mailing list
> Diabetes-Talk at nfbnet.org
> http://nfbnet.org/mailman/listinfo/diabetes-talk_nfbnet.org
> To unsubscribe, change your list options or get your account info for
> Diabetes-Talk:
> http://nfbnet.org/mailman/options/diabetes-talk_nfbnet.org/veronica%40laurel
> creekmusic.com
> 
> 
> _______________________________________________
> Diabetes-Talk mailing list
> Diabetes-Talk at nfbnet.org
> http://nfbnet.org/mailman/listinfo/diabetes-talk_nfbnet.org
> To unsubscribe, change your list options or get your account info for
> Diabetes-Talk:
> http://nfbnet.org/mailman/options/diabetes-talk_nfbnet.org/fidano%40comcast.
> net
> 
> 
> _______________________________________________
> Diabetes-Talk mailing list
> Diabetes-Talk at nfbnet.org
> http://nfbnet.org/mailman/listinfo/diabetes-talk_nfbnet.org
> To unsubscribe, change your list options or get your account info for
> Diabetes-Talk:
> http://nfbnet.org/mailman/options/diabetes-talk_nfbnet.org/veronica%40laurel
> creekmusic.com
> 
> 
> _______________________________________________
> Diabetes-Talk mailing list
> Diabetes-Talk at nfbnet.org
> http://nfbnet.org/mailman/listinfo/diabetes-talk_nfbnet.org
> To unsubscribe, change your list options or get your account info for Diabetes-Talk:
> http://nfbnet.org/mailman/options/diabetes-talk_nfbnet.org/jamielgurganus%40gmail.com