ComplaintsforAbbott Laboratories

Pharmaceutical Manufacturer

HeadquartersMulti Location Business

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
11/16/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have had many bad libre 2 censors and now they will not replace the bad ones yet they have no policy to determine when the refusal is appropriate. I cannot help that they manufacture a a inferior product yet I am paying the consequences. I would much rather have a good quality product then having to go through the rig a ma roll of replacement. I would like them to provide replacements for the 2 they refused to replace along with an understanding that they replace any other defective sensors. I as a blind person cannot get to a shipping location to return the defective sensors yet they will not pay to have them pickup. Please do what you can to alleviate this problem.Thanks.
Business response
11/18/2024
Spoke to customer in detail and was able to come to a resolution. Customer stated that he was satisfied with the outcome.
Customer response
11/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****
Initial Complaint
11/01/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The company has neglected to provide sufficient software updates for its Libre Free Style App, resulting in significant difficulties in monitoring continuous glucose monitoring (CGM) levels. Numerous reviews on the Apple App Store have highlighted the absence of these updates. Despite our efforts to contact the company, our concerns have been disregarded. While they acknowledge the receipt of our feedback, we require more substantial action, specifically the provision of updates. The companys failure to address this issue poses a grave risk to the health and well-being of its customers.
Business response
11/05/2024
Unable to make contact with Mr. ****** Left several voicemails
Initial Complaint
10/30/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I pay $75 for one month of Libre sensors. These sensors very rarely will stay on for the entire 14 days they should be used even with wearing an over patch. This company is refusing to replace sensors that did not stay on for what they said they should. The agent I spoke to was rude and told me to find another product instead of theirs. It is unacceptable to charge someone so much for a product that will not last as long as it is supposed to. And then they refuse to replace what I paid my hard earned money for.
Business response
11/01/2024
An outbound call was placed to the customer. Customer voicemail is full and unable to accept additional messages.
Will continue outbound attempts and update accordingly
Initial Complaint
10/29/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
They sold me a Libre 3 sensor that stopped working after three days. Since I've had to replace a lot of faulty sensors in the past, they are now refusing to replace this one and told me to use another product. I will use a new product moving forward, but this does not take care of the $40 that I paid for a faulty product. Like I said, it stopped working after THREE days when it is supposed to work for two weeks!
Business response
11/01/2024
An outbound call was placed to the customer in an effort to resolve the dispute. Contact was not successful, but a voicemail was left.
Customer response
11/01/2024

Complaint: 22488948

I am rejecting this response because:
In their voicemail, they're already stating they're not sure if I'm eligible for a refund, stating they have replaced several faulty sensors for me before.
YES, YOU HAVE!!! As you should, since they were DEFECTIVE. It shouldn't matter if I had one or fifty malfunctioning sensors, selling me a non-working product is unethical.
They have asked me to send a photo of the box it came in, which I do not have, but all other photos have already been sent, such as my receipt.

Sincerely,

*** ******
Business response
11/05/2024
Ms. ****** has been sent the requirements needed by Abbott to process a refund through e-mail. Ms ****** did not answer the number provided in the profile. Awaiting her response
Customer response
11/06/2024

Complaint: 22488948

I am rejecting this response because:
They demand I have the original box that the sensor came in to receive a refund. I told them in two separate emails (two separate emails addresses) that I do not have the box but I have the sensor, sensor applicator and receipt from my pharmacy. I did not get a response from either email.
I always recycle the boxes, and the recycling had been picked up by my city in the three days that I was able to wear my sensor. As a representative has stated before, I have received many replacements, however, not once did they ever require the original cardboard box. Thank you.

Sincerely,

*** ******
Business response
11/06/2024
****** request has been approved and will start processing. Please allow 4-6 weeks for processing. Thank you - Abbott Diabetes Care
Customer response
11/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** ******
Initial Complaint
10/28/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have talked to this company representative a few times about this problem. And they have sent me new sensors that arent any better than the ones I have. The sensors are never correct when I use them to check my blood sugar level. My doctor was trying to get my insulin adjusted, and there was all kinds of problems, then I realized it was due to the Libre2 sensor. I would check my blood sugar levels with the Libre 2 and then with the fingerstick method that I used to use to measure my blood sugars. I did this to see if the Libre 2 was given correct readings for my blood sugar levels. And it wasnt it would show me having low blood sugars like 62 when my blood sugars would be 130 I was getting false readings, but I have not had this problem with only one censor, It has been with the sensors theyve sent me to replace mine that are not working right either. I have used five sensors applied them properly and their product is not properly or correctly reading my blood sugars levels. I have found this very disappointing because I wanted to use this, but more so how dangerous it is for a diabetic to not know the correct sugar levels to treat themselves. Before I realized it was the Libre 2 sensor that was faulty. I was trying to eat and bring my sugars up and was making me very sick because they werent high anyway . I think they need to get this corrected instead of selling this product to diabetics for their diabetic care when its not working right. I would use my fingerstick method to get my blood sugar readings and check it against the Libre2. The Libre 2 would be 30 to 50 off on the proper blood sugar level. And then it has dropped down the Libre2 was showing, telling me its urgent when the sugars hadnt even dropped. When I talked to the representative one time before they started sending me replacement she refused to let me talk to her manager. Faulty products, and dangerous for a diabetic.
Business response
10/28/2024
An outbound call was placed to this customer on ********. The customer feels like the sensors are not accurate, so she opened this complaint with the BBB. While the complaint says that the desired settlement is "replacement" I confirmed that her only intention was to file a complaint with the BBB, and she's is not actually seeking a replacement. I had a productive conversation with the customer who may implement some new techniques I advised her of aiming to improve her performance. She appreciated the suggestions. She also appreciated the call. After explaining Abbott's internal Quality reporting system and offering her some suggestions, the customer considers the complaint as a record, and does not require any further actions by Abbott, thus this case can be closed.

Thank you - ***
Customer response
10/29/2024

Complaint: 22478303

I am rejecting this response because: The gentleman I talked to was very nice and seem to be understanding. But when I talk to people in this company, they do not admit that their product is faulty. They try to talk around in circles and make me think that maybe its something to do with me, or the application of the product. I feel that no matter what I say or experience they are not going to admit any fault with their product. Ive tried every way in application, following instructions. And have done everything that is required to use their product. There has been six sensors in a row That have not worked right and I feel that is dangerous for a diabetic. And I feel no matter what I talk to them about are say They are going to believe their product is just fine. And their sensors are faulty and I dont know what else to do about it.

Sincerely,

**** ******
Business response
10/29/2024
Abbott Diabetes Care line of products have been tested to be very effective for many customers, but ********************** as a company also understands that not all customers product experiences and interactions will be the same. The customer's feedback has been noted and may be used for future product and service improvements.
Initial Complaint
10/25/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On October 18 2024 called the customer service for Libre 3 troubleshooting got the reader to work. But after a few minutes it had error messages recalled could not get it to work at that point I was told that they would send me a new reader and a container to return the old reader. I received a box with a censure in it and all the things to return the old one. I took the box to ***** with all the information on the box so I didnt have to fill anything out and have no proof of it. Sent out on 10-24-2024. Because I hadnt received the reader I call customer service on the 25 and was told the being I didnt have the reader to do troubleshooting on they couldnt send a new reader. I explained my first two calls and what I was told when he looked them up said the person that I talked to first only put in that he was replacing the sensor . After that the person just kept telling me to get a new perception and charge it to my insurance. I hung up. I was the one doing all the calling and dealing with this on behalf of my husband who is a disabled veteran any thats where all his medications come from. I dont know if you can help with this problem Thank you
Business response
11/11/2024
Customer's complaint was addressed previously by Abbott. Records indicate that a replacement was already sent to the customer via *****. Delivery proof from ***** is as follows - ********************************************************************************************
Please confirm with customer - Regards - **********************
Initial Complaint
10/20/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have 3 shipments I never received due to an error by the warehouse not including my unit number. *** couldnt deliver due to incomplete address. I have called customer service 3 times, emailed and did online chat with no resolution. I also tried to cancel my subscription but I was told I have to wait for resolution from another department. I just want to be done with this company and have my account/ subscription canceled.
Business response
10/30/2024
At ***** by Abbott, the health, safety and service experience of our consumers in our top priority, and we take all customer complaints seriously. Thank you for bringing your concern to our attention. We emailed and spoke with you to address your concern with the delivery issues for our product and canceled your subscription on 21OCT2024, per your request.
Customer response
10/30/2024

Complaint: 22448288

I am rejecting this response because:

Sincerely,

******* ******
Initial Complaint
10/04/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought similac from ****** for my new born . The product got delivered on ******* and when I checked the expiration date, it is expiring on 10/10/24.I request similac and abott to please stop selling expiry near product to people specially if they are meant for neonates.
Business response
10/21/2024
Dear ****** ****,

We understand your concern. Unfortunately, we have no control over the shelf life of products shipped from online retailers and we encourage you to contact the *********************** team at ************ to see if they can help.

Sincerely,

Consumer Relations
Abbott
Customer response
10/21/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ****
Initial Complaint
10/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dear BBB,This is a complaint regarding the Abbott Styles Libre 3.This device is used for real-time blood glucose monitoring. Occasionally, the device falls off, but I have been able to contact customer service for replacements in the past.This time, I encountered an issue with my phone, so I needed to switch to another device to continue reading the glucose levels. However, I was unable to scan the sensor with the new phone. After logging out of my account, I was also unable to read the sensor with the original phone. I immediately contacted customer service, but they informed me that they couldn't resolve the issue and I would need to purchase a new device at my own expense. The device is incredibly expensive, and I still have three days left on my current sensor. The seller refuses to provide a solution.I request that the BBB oversee this issue and ensure that the seller provides proper service.
Business response
10/22/2024
Abbott Diabetes Care **************** call attempts have been unsuccessful. However, we have record that the customer returned a call to ********************** **************** line on ********* and was issued an eligible warranty replacement product. The shipment was successfully delivered as of 19OCT2024.
Initial Complaint
10/02/2024
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
DATE OF TRANSACTION 9/26/24 PAID ****** RECEIVED A DEFECTIVE LIBRE 2 SENSOR IT STOPPED WORKING AFTER 2 DAYS WHEN IT HAS A 14 DAY USE. CONTACTED MANUF FOR A REPLACEMENT AND **** IN MANAGEMENT ON 10-2-24 @ 7:29 PM STATED THAT HE IS DENYING A REPLACEMENT BECAUSE IT WAS PRESCRIBED BY A VETERINARIAN AND THAT ITS NOT *** APPROVED FOR ANIMALS. I HAVE BEEN PURCHASING THIS LIBRE FOR OVER A YEAR BECAUSE MY DOG HAS UNSTABLE DIABETES. OUT OF ALL RECEIVED THIS BATCH HAD ONE DEFECTIVE ONE. WITH TIMES THAT ARE HARD EVERYWHERE THIS COMPANY SHOULD REPLACE THE ***** I HAVE THE ONE THAT FAILED THAT I CAN SEND BACK TO THEN SO THEY CAN FURTHER TEST THEIR PRODUCT.

Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforAbbott Laboratories

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary