[Diabetes-Talk] complaints with Dexcom

[Jamie Gurganus]

Sent from my iPhone

> On Mar 18, 2019, at 4:40 PM, Bridgit Kuenning-Pollpeter via Diabetes-Talk <diabetes-talk at nfbnet.org> wrote:
> 
> Jamie,
> 
> I went through CCS years ago. My particular Medicare Advantage plan stopped
> working with CCS several years ago, and I've been through 2 different pump
> suppliers now. Since switching to Medtronic, I'm getting them directly from
> Medtronic now.
> 
> I've never been told I couldn't place a order until I was down to only 4
> infusion sets. Usually, when I open the last box, I place a reorder.
> 
> It's interesting how we all have differing experiences with Medicare and the
> various companies.
> 
> 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 4:12 PM
> To: 'Diabetes Talk for the Blind' <diabetes-talk at nfbnet.org>
> Cc: jamielgurganus at gmail.com
> Subject: Re: [Diabetes-Talk] complaints with Dexcom
> 
> Bridget,
> 
>     Since this is my first order using Dexcom with my new insurance plan,
> I'm not sure what to expect yet.  But, they will send me an e-mail and have
> set me up on a re-order status.  I also had to change suppliers for my pump
> supplies, since Medtronic does not accept Humana.  I am now a customer of
> CCS Medical Supplies, and they have been great to work with as well.  I have
> an online account and just have to log-in and re-order my supplies when they
> are close to being out.  Medicare will only let you re-order when you are
> down to four infusion sets, but the woman said that I am all set to receive
> supplies when I need them.
> 
> 
>                Jamie
> 
> 
> -----Original Message-----
> From: Diabetes-Talk <diabetes-talk-bounces at nfbnet.org> On Behalf Of Bridgit
> Kuenning-Pollpeter via Diabetes-Talk
> Sent: Monday, March 18, 2019 3:41 PM
> To: 'Diabetes Talk for the Blind' <diabetes-talk at nfbnet.org>
> Cc: Bridgit Kuenning-Pollpeter <bkpollpeter at gmail.com>
> Subject: Re: [Diabetes-Talk] complaints with Dexcom
> 
> 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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>> Diabetes-Talk:
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>> laurel
>> creekmusic.com
>> 
>> 
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>> nus%40gmail.com
> 
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> 
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> http://nfbnet.org/mailman/options/diabetes-talk_nfbnet.org/jamielgurganus%40gmail.com I find that interesting that Medtronic covers your plan, but not mine. We are neighbors, and my Humana plan is supposed to cover all of the Midwest. The med Tronic rep told me I had to be down to six infusion sets, but now I am told for. How will they actually know how many are left at my house? I think I will do like you do and call when I am opening my last box. I am meeting with my diabetic educator in the next couple of weeks to go over how to fill the med Tronic reservoirs. I haven’t had to fill a cartridge for 20 years, so I need a refresher course. She actually commented that she thought the med Tronic cartridges had less bubbles than any other cartridges. I will see what happens when I do it myself! I know you have had the opposite experience. Anyway, I do have a teenager at home that could help me, but I really don’t like using my kids for too many things. Yes, she would gladly help, but I don’t like to abuse my kids for something a reader or friend could do. In a pinch though, I would ask her for help. She has been able to help me learn how to use the Animas and now the med Tronic pump. She is a junior in high school, so I only have one more year with her in the house. That is why I want to do as much as I can on my aunt. Now that I am a single woman and a home owner, I am especially working on figuring out how to do things myself or finding myself a handyman!


     Jamie