Comfortland Medical Inc

RE: complaint *** Without knowing the patient’s name or relevant information, it is difficult to get into the specifics of this transaction. Therefore, let me provide context of our business model. Comfortland Medical is a manufacturer of Durable Medical Equipment; such as
back braces, knee braces, and ankle braces While we manufacture these products, we do not sell them directly to patients. We sell and distribute to medical facilities, clinics, doctors, and other DME vendors; both in the United States and internationally. As a quick scan of our website will confirm, we have no direct retail component to our business, do not bill patients, and do not solicit sales directly from patients. If the patient was receiving several phone calls soliciting products, it would be under the purview of one of the many companies that purchases our products There are two primary circumstances where a patient would receive a shipment our product. Our most common method of distribution is selling wholesale to one of our customers These products are then distributed and sold by whatever means that the vendor chooses appropriate. In these cases, many patients observe our contact information on the packaging of the brace itself, and call our Customer Service department. With the understanding that we cannot track down where every product we manufacture is eventually distributed, we do our best with the information provided to direct the patient to the party who shipped and sold that item Our secondary mode of distribution is via drop shipments We service a roster of vendors who request that we drop ship directly to patients. This allows them to purchase our products, without having to store them on-site for latter distribution to their patients. We ship hundreds of packages directly to patients at the behest of these customer accounts. Unfortunately, they do not provide us with the context of the original order, nor do we have a means of verifying the intent behind the order. As a means of addressing any patient complaints, all packages sent from our facility are thoroughly documented with a series of reference number identifying the company that requested the drop shipment. Furthermore, we always include some documentation in the package that identifies the company or store that requested the shipment, as well as Customer Service contact information for that company Our Customer Service information is provided on all products in order to answer any patient questions about the use of our products. In addition, we are more than happy to address complaints from patients who received shipments of our products, and use whatever resources necessary to help them contact the relevant party. Let us know if this helps clarify the patient’s dilemma, and please contact for any further assistance on solving this issue

Initial Business Response /* (1000, 6, 2015/09/01) */
To Whom it [redacted] Concern,
Comfortland Medical is the manufacturer and distributor of orthotics and prosthetics. We ship to patients on behalf of other DME companies. In this instance, [redacted] (operating as [redacted] sent us a purchase...

order on August 14, 2015 for a knee brace and suspension sleeve to be shipped to Ms. [redacted]. In the event the patient wants to return the item or has questions, we refer them to the company that placed the order on their behalf. We do not deal directly with patients and we do not bill any insurance, therefore, Ms. [redacted] will have to contact [redacted] at XXX-XXX-XXXX if she wishes to return the items that were sent to her.