Reviews

This profile includes reviews for Tactile Medical's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tactile Medical

  3701 Wayzata Blvd, Suite 300 Minneapolis, MN 55416

  
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  Tactile Medical

  3700 Wayzata Blvd. Minneapolis, MN 55416

  

Review Details

• Review fromDana B

  Date: 07/27/2023

  5 stars
  My review for all contacts and PT’s has been utterly AMAZING!
  The support to get me my equipment and replacements OUTSTANDING ALWAYS
  I feel fortunate to have this customer service for over 8 years including conversations this past Tuesday July 25, 2023.
  Great job

• Review fromDarla H

  Date: 06/01/2023

  1 star
  DO NOT USE THIS COMPANY THEY ARE HORRIBLE!!! I would give them zero stars if I could. We called and faxed over a referral for a patient to get a lymphedema pump. Lets just say after 3 wks we are no closer to getting the lymphedema pump. They do not return calls, lack communication, poor customer service, and have no concern for the patient. Very Disappointed!!!

• Review fromADRIENNE B

  Date: 05/21/2023

  1 star
  I started my treatment with my machine in May of 2021. Due to being a Covid long hauler with all of my medical issues, I was told to stop using the machine until I was cleared by all of my doctors. The machine was put up in the box, it was not too hot or cold or wet. When I was told to use the machine to alleviate the heaviness in my legs the machine would not turn on. I called and spoke to 2 employees who promised to call back in 15 mins and never did. After my 3rd call, I was sent another power cord and told that my machine was 15 days past the warranty and that I would have to pay $4500 out of pocket to replace the machine, that insurance would not cover it. I am disabled and can not afford to create bills. It is difficult to get through to customer service and even though my machine was not dropped or abused, it doesn't work and I was told that I can't send it anywhere for service. Apparently, the machine has a defect and the company doesn't care. Very poor product and very poor customer service. I am very disappointed with this product and the service .

• Review fromHarold W

  Date: 05/10/2023

  1 star
  My doctor prescribed a lymphedema pump and devices for both of my legs. Tactile It took forever for a person to assist in helping me get the system hooked up and running. Once they came out, the system stopped working and one of the garments tore. I made multiple calls to customer service and left messages with no return call (this appears to be a concern from other customers). After reaching out by email and phone, I managed to get through and begin a conversation with a customer support person at the company. I decided I wanted to return the system because it didn't live up to its claims. I was told it would be under review and finally after about a month I found out the a letter and through phone conversation that my return would be denied because I opened it. I kept calling and when I did get through I was told that they have a small staff and are very busy handling other calls (Too busy to support a product that was billed to my insurance company for over $9,000????). I saved an email communication from a kind gentleman that was trying to help me resolve the issue of returning and I had to again for a letter to determine if it fit the return criteria. Several calls and waiting. Finally, I managed to maneuver through their call system and spoke to a woman who explained that if my insurance company would not have paid it in full because of my deductible, I could have returned the unit minus charges (ok-I'm fine with that). When I pressed the matter further and asked to speak to her superior she hung up on me. I did get a final letter stating that since I opened the package that no return (or partial refund was possible). My apologies to my insurance company for misusing their resources for this foolish purchase. I am done with the company and am finally making good on my statement to them that I would be filing a complaint with the BBB. The box with equipment is going in the trash bin.

• Review fromChris M

  Date: 05/04/2023

  1 star
  I was sold a unit, and was stated a price, however, the bill came it as twice as much. I contact the billing department and all they could say was how much I owed. I then called customer service and they found the quoted price, but said I had to contact billing to fix it. I explained to them billing could not help me and hit a dead end with customer. So I contacted the company via their web page explained my situation, they called back in about 3 weeks later stating my insurance company had been billed and I owed the amount on the invoice; never addressing what I was quoted which was the complaint. The company does not state the amount of unit, but does quote you amount after the insurance company payment. It was a classic bait and situation. the unit went from $1,589 to $2,973! The worst experience and not a reputable company to buy from; taking advantage of someone in need. I am very disappointed they use such sales tactics to sell their product.

• Review fromArthur H

  Date: 04/25/2023

  1 star
  My doctor recommended I get a pump and equipment from this company due to conditions with my lower legs. My insurance required the company to provide the equipment as a 10-month rent-to-own. I worked with them for a couple of months trying to figure out exactly what my financial responsibility would be. They agreed that I would be paying $221/month for 10 months. It seemed like a lot of money to me - especially considering that was just the amount I owed after insurance, but I agreed to improve my health. I had them ship the equipment to me and they said they would bill me each month for the $221. I just got the first bill - it was for $800. I called and was told that the rental was for the pump and I was being charged to purchase the other equipment outright. I explained again and again that I was supposed to be paying $221 per month - she agreed that she could see that in my notes, however, she just kept reading me the bill that says I currently owe $800. I told her I'm not paying that and asked where to send it back. She said they would be sending me a return label.

• Review fromCindy S

  Date: 04/18/2023

  1 star
  I'd like to find a different company to provide my lymphedema pump.
  Here's why. I called in November last year, before Thanksgiving, to see about getting a new machine. My screen has cracked. My request was ignored. I had to call Nick repeatedly. Although my insurance says I can have a new pump every two years, Nick (and maybe someone else --- I don't know if he actually put the request through) refused to even ask for a prior authorization.
  To get answers, I had to call Nick. Usually the answer was "I haven't heard back yet."
  Because of your terrible customer service, to get a replacement, I now would have to pay $5,000. Which I don't have. So I'm stuck with a machine that may eventually stop working.
  Because of Nick, I do not recommend Tactile Medical. Their customer service is HORRIBLE. Nick didn't bother to give me an answer until January ... after the new year for insurance had begun.

• Review fromFrances L

  Date: 04/11/2023

  5 stars
  My unit arrived and I got a timely call from a rep named Kristen and we set an appt for a training session to teach me how to use the unit. Although I live in Appalachia and have no cell service nor a reliable GPS here on the mountain but Kristen arrived right on time with no problem finding me. She was very knowledgeable and patient during her training of me. Extremely outgoing with a great personality. She certainly left me with a great opinion of your company. She also vocalized what a wonderful company Tactile is to work for and that she thoroughly enjoys working for such a great company. She is a gem as an employee !! You would do well to be able to clone her!! I look forward to a great, ongoing relationship with this company. Yours truly, Frances ****.

• Review fromJane F

  Date: 03/27/2023

  1 star
  I’ve been attempting to get a call back or response to an email from Tactile Medical for the past month. No one at their customer service ( misnomer) number has bothered to respond.
  This appears to be a company that wants one’s money but has no intention of responding to the customer’s needs or questions.

• Review fromPatricia H

  Date: 03/24/2023

  1 star
  Worst company I've ever dealt with. They won't return calls. On hold for hours. Do not deal with these people!!! I could go on but don't have enough space to write all the problems. Refused to help me replace unit that doesn't work even though I had coverage to replace it. What a joke. Should be no stars