Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/22/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My doctor prescribed a lymphedema pump and devices for both of my legs. Tactile Medical sent me the equipment on May 24th and told me I have 30 days to return the product. I have not opened the box and I want to send it back. I need them to call me so I can get a ***** label to return the box. I have made multiple calls to customer service and left messages with no return call. **** told me I have only 30 days to return the product and I have to get it back to them by the 24th of June.. **** sent the claim to ******** and it was denied. Then they sent it to the ****** ****** of ********** when it should have been sent to *********** **********. ********* still does not have the claim and their ****** has not been contacted by Tactile Medical. Their website says there are 60 days for returns but everyone on phone told me 30 days. I NEED A CALL BY JUNE 22.
Business response
06/28/2022
Good afternoon-
Tactile has been in contact with ************** since last week with the most recent conversation occurring on Friday, June 24th, 2022.
During that conversation, we clarified that the return period is 60 days, not 30. The billing process was also reviewed with her and we were able to explain why we have submitted to insurance the way that we have as we need a denial from BCBS FEP prior to being able to submit to BCBS MN.
Per the notes from the conversation, ************** understands that if BCBS does not cover her pump, she can return it at no cost and has also requested that we mail her a return label just in case she decides to return her pump before July 23rd, 2022.
Our sincerest apologies for the misunderstandings and miscommunications.
Sincerely,
*******************************
Patient Support Process Manager
************
Customer response
07/05/2022
I am rejecting this response because: i need an extension of time beyond 60 days since ********** of ********* received the claim on june 29 and they take 30 days to process it. that takes me beyond the july 24 ******************************************************** may i would not have this problem. i do not understand why tactile medical requires it to go to kansas first for denial.Business response
07/11/2022
Good morning-
Per ****************** request, it has been confirmed with the Manager of ***************** Services that it is Tactile's policy that we will accept the return of the device if BCBS of MN denies, regardless if it's after the 60 day period/July 24th, 2022.Thank you,
*******************************
Patient Support Process Manager
************
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.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
43 total complaints in the last 3 years.
9 complaints closed in the last 12 months.