Comfort Medical Avis 

All products are quality and delivery is perfect.

This review was om Google in December. BBB complaint filed in December as well with hopes SOMETHING would get solved. As of 1/5/2024, Comfort has not responded to the complaint or contacted me in any way.

Very poor service overall after their system switch over in February 2023. Before this, Comfort was amazing and I really liked chatting with customer service reps when we needed to do re-orders. But now.....

We were forced to switch companies due to a severe breakdown of how my son's account and how it was handled. Scripts were always never received or missing a code, billings were poorly handled and we were told his supplies were not covered after "verifying" with both his insurances (SHOCKER-we get our supplies with our new company and they're all verified as covered). I have received excuse after excuse as to why these issue were happening. To put a cherry on top, the last time I called to solve yet another issue, I was talked down to by the customer service rep and not one expressed concern was taken seriously. I even requested him to have a very specific individual with experience in our issues call me, I've spoken with her a few times. I've been met with silence with it being a month (November) since that phone call.

So many minutes of my life have been wasted attempting to get issues resolved with Comfort taking no responsibility for their mistakes. I wanted so badly to continue services due to our previous experiences and availability of products, but it is not worth the stress and my trust in Comfort is no longer in existence.

Ordering from this company and then following up to see if the order has actually been received and is being processed is a nightmare. I get monthly emails pushing me to reorder (I only need to reorder my supplies about three times a year). When I actually place an order in response to the emails, the order is then lost and I end up having to place it again by phone (in the off chance that I am actually able to speak to a live human being). It is next to impossible to reach anyone by phone in anything like a timely manner; wait times can run up to and over an hour. Customers are instructed to either wait on hold or leave a number and wait for a call back in one business day. This is NOT service or convenience; it is disrespectful to your customers and extremely frustrating. I am exhausted with this manner of doing business. I honestly do not know how this company hangs onto its customers when they treat them this way; other than the fact that the supplies are truly needed. Not at all acceptable.

No call backs. Being left with products that were not usable for me , and running out, didn't seem to matter. When a human is not available a call back is promissed. Have not called me back one time. Due to me needing the right products , and on time , forced me to quit dealing with this company. Find another one. If a zero was a choice, that would have been my pick. Trouble from day one. Didn't get any better in 9 months. Should have changed a lot sooner.

Comfort Medical is not answering their customer service telephone lines. They are not calling back when that service is selected. They apparently are unaware that people urinate in late December. Find another supplier. This one is broken.

Very, very erratic levels of quality in their customer service delivery. Good people but lousy management oversight. I am no longer going to use this supplier for my catheters. When you call Comfort (800-700-4246) as a confirmed customer of theirs, the phone rings forever and nobody picks up. Go ahead, try it. On days that you can reach an agent, they mention "we're on a recorded line for quality assurance", but considering all my negative comments, I really don't think management cares if they improve their customer service or not. So I often select the "want to be a new customer" phone line option where someone always answers the phone, (their priority for new business, right?) Often, they get my order correct... but far too many times my orders get delayed due to no follow-up, or very poor follow-up on Comfort Medical's part. My most recent experience with their incompetence has left me without any supplies (and now pleading with another supplier for samples during the interim when Comfort can't deliver my order). I placed an order 5 weeks ago with Comfort Medical via their online method. Apparently, there was a problem with my insurance and the order process ground to a halt, but was I informed by Comfort of this issue so I could once again intervene? No. After 4 weeks I call Comfort and learn the nature of the insurance problem and take action to correct the situation as asap. Only then, after I called, did Comfort start working the problem again. I'm furious! I blame myself for putting up with their incompetence far too long and should have found a new catheter supplier 2 years ago. So I finally switched to a new supplier who actually answers the phone when I call.

I have called 6 times and left a message every time.
Three of those were to my husbands case manager, Mike. Not a single phone call returned even though I left a message that he was out of supplies for his next urologist visit. I don’t know why anyone would recommend this company or use them for their supplies.

Terrible! Called for refill on 11-29-23, was told shipment would be made 10-7-23 for delivery the next day. As of the 11th nothing. Called and called and called. Medical records playing god with paients! AVOID THESE PEOPLE. They are the worst. Sadly, you cannot change providers on a moments notice.

Always receive on time and love the alerts via e-mail. Life savers for me!!

Muy buen trabajo por la representante Reyna Nuñez que acogió mi caso y lo resolvió rápido ya que me hacia falta mi pedido al igual que ahora ya que me queda muy poco en existencia, perdonen si me llamaron pero no tengo el teléfono registrado.

Comfort medical is an excellent, trusting company. They give me the certainty I need that I will receive my medical supplies.

Roxanna has been great. She’s super helpful

We had been struggling to activate a catheter prescription for my 93 year old mother. Karen at Comfort Medical took a genuine interest and performed the necessary coordination to get the catheter order processed and delivered. Thank you, Karen!

I would give 0 stars if it were an option. What happened to this company?! Used to have excellent customer service and monthly reminder calls. Now you can't even get a customer service rep on the phone. You get a recording supposedly taking your information for a 24 hr call back, EXCEPT they never call back. If you request, to speak to a rep you are put on hold forever listening to Kenny G until the call finally just disconnects. I have made multiple attempts to get through with zero success. I am now completely out of supplies. So disappointed with this company. Would definitely advise you go with a different supplier

We have been using comfort medical for 3 years with only a couple of times of having to return wrong catheters, but it seems the last 3 months we have had delay in his order and it has caused him to get a urinary trac infection from having to reuse catheters till his order arrives. I have called and asked what the seems to be the problem and they told me it had been resolved and they have shipped which was a lie because we are still experiencing late shipments. Hopefully things will improve or we will have to look else where for catheters.

It is impossible to get in contact with a customer service person. When you call you get an answering service, they say someone will call with in 24 hours but they don’t. If you do get put through you are put on hold and no one ever picks up. You never know if your order has processed because their system is never updated to let you know the status. The best advice I can give anyone is to go to a different company you can’t depend on this one

I wrote three previous reviews about a single extended unsatisfactory experience with Comfort Medical. That experience covered the period between July 11 and November 3. It is now resolved thanks entirely to the attention provided by Dena Lightcap. Dena took full charge of progressing my request and personally pursued the matter to full and final resolution. She was at all times helpful and empathetic. While I still believe that the company has a lot of work to do with respect to their systems and response times, I have never done business with any company whose direct-to-customer employees treated me with more dignity and respect at a time when I was extremely stressed by an unsatisfactory incident.

Horrid service. Wait time to get to a representative by phone is absolutely pathetic. I paid cash for an order at least two weeks ago and it hasn’t arrived.

Have been with them a year now. It took that long to get insurnace billing straigtened out. In 2 weeks I received invoices for 4 orders from the last year and expected to play $325+ to get my account up to date. All this after I called them at LEAST 5 times asking them to get my account straightened out!
WHY do they not have a decent way to reorder online? WHY do they not have an online catatog? WHY do they make this so difficult? Stick a fork in me becuase I am done!