Comfort Medical Avis 

Terrible! It took weeks to get the first order after several agents arguing with me about the limits. They apply absolutely inaccurate limits as a blanket policy despite my insurance calling them to tell them! I was constantly bounced around and all they wanted to send me was Coloplast products (wonder why!) I called another one that had great reviews and was shocked that I had my first order in hand the next day!! They sent me the limits that I already knew were the insurance contracted amounts and told me that they hear about this all the time from comfort medical customers. It's stressful enough to go through this but to have to fight for what we need and have covered is crazy! My surgeon said most patients give up and struggle for the month because of this!

I have had a few different suppliers for my ostomy care needs & I've wasted a lot of time chasing down my supplies.
Pleased As Punch To Say That Since Switching to Comfort Medical, I Have NOT Once Had An Issue.
They are great email communicators where keeping me posted on the status of my order is concerned. I can verify my reorder online, without waiting on hold for a representative to assist me.
Most Importantly, Not Once Have I Had To Chase My Supplies!
AND they are the first company in 8 years of ordering supplies to ship every 3 Months instead of making me deal with the process every month!
Highly Recommend!

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

Andrew provided truly exceptional customer service while helping me set up my daughter’s supply order today. Although we haven’t received our first shipment yet, I was incredibly impressed by how professional, patient, and thorough he was throughout the entire process. I had many questions about the available supplies and how everything would work, and Andrew took the time to answer each one clearly without ever making me feel rushed. Starting with a new DME supplier can feel overwhelming, but he made the process easy and gave me confidence that we are in good hands. An excellent first experience!

Although my experience was painful there were enough people who came through to help me get my order that I'm changing my review to reflect a more positive experience.
The was even a person at comfort medical that gave me her personal number and called me the day after I got my supplies to see if everything was satisfactory.

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.

Great support over the phone. Finally got the sense that my needs were important AND actually going to be met! And they were!

Always ship promptly,and if an issue they resolve it quick.

These guys are great! Orders are correct and delivery is fast! Highest Recommendations!

I am new to having a colostomy bag and I was having problems with pancaking and skin breakdown. I explained that to their representative and he suggested a different bag for me. It’s been a skin saver and I couldn’t be more grateful to him.

Worst customer service and support I've come across in my lifetime. Won't respond to emails. Won't answer calls. Calls are kicked off the system after a few minutes of holding. Go somewhere else.

Ordered supplies from these people on February 18th of this year over 9 days later I still have no supplies they continue to blame my doctor's office and I've been treated extremely rudely by any number of people at this company $1 million percent would not recommend it please try another supplier as these people are incompetent incapable and ignorant of the people they're trying to serve zero stars is the only thing I could give if it were possible. I've spoken to at least five different people and there has been no resolution as of the date of the writing of this complaint if you're reading this and hoping to become their customer do yourself a favor and avoid them like the plague they can't even do Saturday shipping after their screw up so we're left to fend for ourselves congratulations I guess I can just tape a Walmart bag to my side

I’m am blessed to have had this surgery to save my life. But wasn’t till now with these new coloplast products that I realized creators really considered the ostamate experience. Thank you for considering what our experience means to us. Comfort, safety, function and looks truly matter. You hit the mark 100%

I use cimfort medical because they know what I need and ship it out when I need it.the staff is super friendly and leave you feeling satisfied, knowing your supplies are on the way and you get what you ordered.i recommend them to whom ever needs regular supplies shipped to them. W Hassel