[Diabetes-Talk] complaints with Dexcom

[G Melconian]

Dealing with dexcom directly has been a disaster. Even having private 
insurance and so go through third party vendors for transmitters and sensors.


On March 18, 2019 1:45:21 PM Bridgit Kuenning-Pollpeter via Diabetes-Talk 
<diabetes-talk at nfbnet.org> wrote:

> Jamie,
>
> I'm having the same experience as you. Do you receive emails and text
> messages about your reorders? With the text messages, I can simply respond
> to the text and my reorder is placed. Knock on wood, but so far, since
> starting Dexcom in December, after I place an order, I receive it within a
> week. I just received a new transmitter after placing the order a week ago.
> Like I said though, I go through a company called Byrim for my Dexcom
> supplies, so perhaps it's different than dealing directly with Dexcom.
>
> The only problems I've had so far, and it was minor, is that with my last
> reorder, I had a balance due, and it was paid, but it took a couple hours
> for it to be reflected in the system, so every time I called back to try to
> place my order, an agent said they couldn't do it until the balance was
> paid. I kept explaining that I had paid it a few hours earlier, and they
> would put me on hold to speak with billing, and the call would disconnect. I
> would call back and be told the same thing. After a couple of hours, the
> payment suddenly showed up in the system. This was annoying and frustrating,
> but otherwise, knock on wood, my experience has been good.
>
> Bridgit
>
> -----Original Message-----
> From: Diabetes-Talk <diabetes-talk-bounces at nfbnet.org> On Behalf Of Jamie
> Gurganus via Diabetes-Talk
> Sent: Monday, March 18, 2019 2:10 PM
> To: Diabetes Talk for the Blind <diabetes-talk at nfbnet.org>
> Cc: Jamie Gurganus <jamielgurganus at gmail.com>
> Subject: Re: [Diabetes-Talk] complaints with Dexcom
>
> 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
>> 
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>> laurel
>> creekmusic.com
>> 
>> 
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>> 
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>> laurel
>> creekmusic.com
>> 
>> 
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>> 
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>> laurel
>> creekmusic.com
>> 
>> 
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>
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