Tactile Medical
reviews and complaints

Lots of issues with this company. Definitely not recommended.

They sent a$4500 invoice after I was told it was free to me and using it daily for almost a year.

I was told 3 different prices for the lymphoma suit. I was also told my insurance would pay. This company is an insurance scam. My insurance concurs.

Although they did replace left leg and torso garment twice it makes no difference. The garments are of very poor quality..totally cheap and will not hold up with careful regular use.. they were cool with me over the phone and did attend to my needs on the issue but once again what good is customer service if the product stinks..this was 100% paid by my insurance but me personally I would not pay a dime.. the garments fall apart from simple usage..UNBELIEVABLE!

Salesman Allan only offered 1 machine because other machine was cheaper less in profit sold full leg machine for more profit promised training on new unit in 3 days of machine being received been 2 months no training Contacted corporate found out the other machine with up to the knees was available easier to use similar to my old machine was available company Sent Allan out to measure which Allan never submitted the order or pickup and was billed for months services which Allan stated he would handled 2 weeks ago Allan is answering no phone # or text Allan

I am scheduled to receive this machine in the near future after a company rep visited me at my doctor's request. My question concerns the ComplaintsBoard.com rating of A+. How can this be when the five comments by customers were all negative and the rating for Tactile Medical is 1.57 out of 5. I also read reviews on the web which were mostly negative and noticed that the SEC has filed a complaint against Tactile Medical for overstating its profits. There also seems to be a wide disparity in pricing to the tune of a few thousand dollars. Quite frankly, I am not liking what I read and may cancel my order since I have not completed signing all the documentation for my insurance company.

After trialing the Medicare approved machine for 30 days, I notified Tactile Medical representative (Chris) about my allergic reaction, which is similar to my latex allergy. Unfortunately, I did not receive any response from him for another 30 days. Eventually, he came to my home to instruct me on the flexitouch system, and once again, I made him aware of my reaction. However, there was no follow-up from him or anyone else. It has now been an additional 2.5 months, and I still haven't heard back from the representative. I even contacted the branch, but they informed me that they cannot do anything about my out-of-pocket expense ($104.67) until they process the proper requested flexitouch, which was ordered by my physician. I am extremely disappointed with the lack of patient advocacy in this situation. No one from the company even came to evaluate my reaction, yet they tested the equipment at the branch. I am the one who has to take Benadryl after using it! It took the return department supervisor (Kelly) three weeks to call me, and even then, there was no resolution. It is clear that Tactile Medical does not support their services or the product they are representing.
Vickie

The billing department is extremely difficult to deal with. They record all the calls and are happy to tell you information that suits them, but will not back it up by providing a call transcript, addressing specific things that were said, or just providing the recording to clarify. I spoke with a representative about getting a machine to help the lipo-lymphedema in both legs and waist that I am dealing with. When I spoke to the consultant, they estimated my entire deductible for 2021 and then $350 a month for 3 months in 2022. I asked the clarifying question to make sure I was understanding that once my deductible was paid I would have no out of pocket expenses. I got a resounding yes, so I budgeted accordingly. A couple months later I started receiving a monthly bill for 20% co-insurance after having paid off the deductible amount. I called in and was referred to my insurer, my insurer explained they had billed as Tactile Medical sent it to them and referred me back to TM. Tactile then played phone tag with me for months always promising to call me back and encouraging me to not pay until the issue was resolved. When they finally came back with a response, it was to claim that co-insurance was mentioned and included all along. They never addressed that I had asked the rep to clarify my cost after deductible, they avoided calling me back for months, and when I asked for the recording of my call they ignored the request. Be very careful with the company. The product is fine, but the billing and customer service is downright awful.

I have lymphedema in both legs. I have been doing my own therapy ( and going to therapy once a year being wrapped for a full week), wrapping, pumping and wearing my compression stockings for years. I have had the flexitouch plus pump for about a year. So far in that time I've had to get both leg sleeves replaced and the trunk piece due to the velcro coming apart. I have complained to them about the fact that the pumps weren't working for me and I'm not noticing a difference after I pump. They had someone come out to me to "retrain" me on how to put the garments on to get the best results. I had someone come back to my house and show me how to use them (despite the fact that I was doing it right) and I followed her instructions precisely and I got the same results. I've had conversations with their clinicians a few times on the phone. They advised me to make sure I was fully reclined when pumping. That was a no-brainer. To no avail, none of it worked. My legs actually got WORSE since I've been using these pumps. The funny thing is, they told me that I might get to the point that there might be days were I won't need to pump. What a joke! According to what I'm reading here they are not entertaining the idea of refunding highly dissatisfied clients. That's very poor business practice. Therefore I will be calling again to get two new sleeves because the ridiculous things are coming apart again! I'm very frustrated at this point. My Lymphedema therapist directed me towards getting these pumps because she heard they worked very well. I'm regretting my decision of taking her advice.

Unfortunately my experience was not a pleasant one. My therapist recommended the Flexi Touch System, a rep came to one of my therapy sessions and demonstrated one leg garment, seemed very nice. The kicker is she put the garment on my leg and already had the hoses connected to the pump so all that was needed to be done was press the start button. Fast forward... I get my Flexi Touch System, I wait 3 weeks for the demo person to show up. She also only demonstrated with one leg. My Flexi Touch actually has 3 garment pieces (lower torso, right leg, and left leg), a total of 7 hoses which connect to the actual pump. Now once you get the 3 garment pieces on, I felt like the tin man, you then connect the 7 hoses ( which do not connect easily, some force is required). Once all of that is done it gets easier, you get to sit down and push go. Every time I did my session I just found myself frustrated with the amount of energy that had to be used. I know that sounds petty but keep in mind that in previous years I had a different system and it was literally zip up and push go, minimal effort. My portion after insurance was just over $1000, my insurance paid them a little over $4000. I reached out to Tactile Medical and told them that I was very dissatisfied with the System, they told me we will gladly come by and pick the System up but we will not reverse the charges to your insurance company and that is why I say that the patient is not their focus the ole mighty dollar is. And we wonder why insurance is so expensive. People be aware, there are other medical equipment company's out there that have the satisfaction of patient as their priority!

Do not use this company! The cost of the product I was given was over $8,000.00! This is ridiculous. I have lymphedema from a mastectomy, and the person that walked me through the virtual setup and instruction of the pump was a salesman who had no medical training. He kept telling me to make the garment tighter, which I did. After ten minutes he said everything looked fine and to call him if I had any questions. We hung up and a few minutes later I started feeling incredible pain in my upper arm. The garment started squealing loudly. I turned it off, took off the garment, and called the salesman again. I explained everything and he told me to call someone who had a medical background. I called the person, but was unable to reach them until a couple of days later. That little episode caused me several days of horrible pain and many nights without sleep. I spoke with three different people after the salesman, and these people were helpful. It was determined that the salesman told me to put the garment on too tight, and that made the swelling worse. After a couple more attempts, with more pain, it was decided that the garment wasn't working properly and needed to be replaced. They sent me a new garment. It was better, but still caused me pain at times. My lymphedema therapist decided that this product did not work for me, so I called to return the garment. It has been over a month that I have been trying to get someone to tell me what I need to do to return it. I called again today, was left on hold for 28 minutes. During that time I was disconnected 8 times. I finally got a person to answer and was informed that they would send Fed Ex to pick it up tomorrow. I hope this is true. Just wanted to put it here in case someone else had the same problem. Do Not Use This Company!

I have a feeling that Tactile Medical is scamming the public and healthcare insurance companies. I have lymphedema in one leg. My specialist and physical therapist told me that I would benefit from pneumatic compression devices. The physical therapist and the Tactile sales rep told me that I would benefit most from the Flexitouch system that included the trunk attachment, saying that pumping lymphatic fluid upward through the leg could result in uncomfortable bloating, so having the leg + trunk attachment was the best option. But, the initial order was for the Entre system that does not include the trunk portion. I questioned why the Flexitouch wasn't ordered as the first step and was told that Medicare only approved the Entre system initially and if it didn't work then the Flexitouch could be ordered, that included the trunk portion. I used the Entre system that does not include the trunk attachment for 3 weeks. I had terrible bloating and severe indigestion that included acid reflux. I had an appointment with the physical therapist and the sales rep at the doctor's office and they both advised to stop using the Entre system altogether and they would submit an approval to the doctor for the Flexitouch system. I was informed today that the Flexitouch system is being shipped right away. (I had an earlier conversation with the sales rep stating my concern about the likelihood of over billing insurance and Medicare. I was assured that if the Entre system did not work it could be returned to Tactile and offered to a patient who could not afford it. So today I contacted the sales rep to ask about the return process. She apologized for being wrong. She said that only the Flexitouch could be returned, not the Entre system. I was further told that I could “either toss it OR bring it to"…the physical therapist's…"office" and the sales rep “can take it off" my hands. So she can “toss it"? ) This entire experience feels suspicious. I know sales reps are paid commissions. This “process" seems designed to add $$ to the sales reps salaries, inflate the bottom line for Tactile Medical, overcharge insurance, Medicare and patients