Comfort MedicalReviews of comfortmedical.com

I want to share my experience with Comfort Medical regarding an order for closed-system intermittent catheters for a spinal cord injury (SCI) diagnosis. My doctor's office (Dr. Michael Kennelly, a specialist with an established working relationship with Coloplast) sent my order to Comfort Medical on July 23. Despite that, aside from a few sample shipments, I never received my actual first supply order. I had to call repeatedly, and each time was told there was an issue with my doctor's prescription. After repeated follow-up, Comfort Medical finally shipped a one-time 30-day supply on August 6, saying this would give them time to sort out the "prescription issue." By September 7 — over a month later — no one had followed up with me, and when I called again, I was told the same thing: there was still a problem with the prescription. I was also told, incorrectly, that as an SCI patient I couldn't qualify for a closed bag system unless I had two documented UTIs within a 12-month period. That's not accurate — a documented spinal cord injury diagnosis on its own is a qualifying condition. On September 7, out of frustration, I switched to 1800Medical. The difference was night and day: they proactively asked whether I currently had any catheters on hand, sent a bridging supply to cover the gap while my paperwork was processed, and confirmed my insurance could cover this without any UTI history required. I received my first closed bag system shipment today 9/11, just in 4 days. Bottom line: Comfort Medical never took my needs seriously and kept deflecting blame onto my doctor's office without resolving anything, for over six weeks. 1800Medical was responsive, proactive, and smooth from day one. My doctor's office is very experienced handling these prescriptions, so I don't believe the holdup was ever on their end.

First time using this company, very,very bad service. 3 weeks trying to place first order, still not done. there team says all mistakes are from the doctors office everytime we call to see where things are. I recommend using any other supply service out there. The products they sell are good, the team that people have to deal with is borderline incompitent

I’m so done with this place they only want there money before they will help you

Absolutely horrible customer service. They don't know what they are doing. Nearly two weeks ago I had placed an order for catheters. I had the script from my PCP. I gave the Rep. My updated insurance info because I had used them years ago in 2017. I gave her my member ID numbers, I gave her the customer phone number on each of my cards. She said that she would put in a rush order since I only had enough catheters for a day. Nearly a week goes by and nothing! I received a voicemail from Comfort Medical saying that they checked with my insurance and it is no longer active. That's because they were verifying my OLD insurance from 2017, NOT the ones I gave them. Then I was told that I need pre-authorization which I was not told before. Then they told me I need to call my doctor to give him heads up that they will be faxing a form over for him to fill out and sign. I even gave them my doctor's fax number and phone number. I called my PCP and they DID complete the form the same day. I am disgusted with this company! Here we are two weeks later and I still have not received my catheters. When I do eventually receive them I will be dropping them as my medical supply company. Another thing, when I had called in yesterday I asked to speak with a supervisor. The Rep. told me that their supervisor would call me within 1 to 2 hours. What liars! Never received a phone call until today. On the voicemail it said that my catheters have been shipped out. This could have all been avoided if the rep. had taken down my correct insurance information and verified it. I'm done! No wonder they have such bad ratings and a lot of complaints on the BBB.

I agree with these complaints regarding Comfort Medical. Quarterly reordering of my supplies should be simple but Comfort Medical makes everything complicated. They even changed their website and made all the customers create new accounts. That is pretty poor customer service!

Dealing with Comfort Medical is too frustrating. I am bombarded with calls to order new supplies even after conveying that I do not need them. Comfort Medical recently created a new website but couldn't be bothered to port over the customers' existing accounts. I just spent an hour trying to create a new account which never seemed to work. I will look for a local provider. Follow-up: Comfort Medical did nothing after I followed their instructions in their posted response.

Comfort Medical has a serious disconnect between what sales tells you and what actually happens. I tried for several weeks to get an account setup. After many duplicate efforts they finally agree everything is in order and my initial shipment will ship that day and supplies will be in hand in 2 to 3 days. I wait 5 days and call back to findout nothing has yet to ship but Monday the order will ship. I ended up canceling a trip waiting on a package that was never shipped. I eventually requested them to ship my initial shipment to a new address as I had now moved. Twice more they shipped my supplies to my old address and when I did finally get my supplies the promised free travel bag wasn't included in the order. After 3 additional request for my promised free travel bag that never showed, I closed my account and moved to another distributor. My first shipment arrived without incident and 2 free travel bags were included with the order. They lost my business over a free travel bag and customer experiences.

Not only did I have fight for several weeks to try to get what I needed, they never sent me what I needed. They hid behind procedural bureaucratic nonsense and denied me my much needed supplies.