Luna Medical, Inc. — Local services in Jefferson Township

My mom is a 75 year old cancer patient, breast, stage 4. I am her caregiver, I schedule and take her to appointments and help her navigate this journey through cancer. Eight weeks ago my mom's lymphedema went from minor to severe. We purchased a compression garment for her through Luna Medical. When the garment arrived to say that it didn't fit properly is an understatement of epic proportions. The custom-made Jobst garment literally hangs off her forearm like a loose fitting blouse, useless. Worse than useless, because if she wore it it would cause the lymph fluid to build up even more in her forearm and hand, instead of helping reduce swelling.

The day after receiving the custom compression sleeve, Luna called for the balance of payment and I explained that the garment didn't fit and that we would like to return it. They said that they would send me a return slip immediately.

A week went by and I didn't hear from them, so I called. They said they didn't have my email address, so I gave it to them a second time, and they said they would get a return slip to me as soon as possible but that because they were short handed it would take a few days.

Another week went by with no word. I called again. This time they told me that it was not their policy to have custom garments made without full payment. The first time this policy was mentioned in the 4 times I had talked to them. Partial payment for the garments had been their idea in the first place since my mom's insurance did not cover compression garments. During the conversation their policy changed again. This time they made the claim that they could not even RETURN the garment without full payment. Seriously? If that was the case, why did the rep I talked to the day after receiving the misfit garment not tell me this policy? Nor the rep I talked to the following week? Nor the supervisor in the beginning of our conversation, who changed the policy as I was speaking to her?

Am I irate? You betcha! In the weeks that we have been waiting for compression garments I have watched my mom's arm swell to the point of leaking lymph fluid because the skin was stretched so thin it could no longer contain the fluid. She is in constant pain and discomfort. Luna had every opportunity to tell me their policy when I ordered the garment, and when I asked to return the garment, and when I called about the return slip, instead they have waited and made excuses and changed their policy mid-conversation instead of making it right.

Luna Medical, instead of helping, has made navigating the cancer journey with my mom more frustrating, more painful, more difficult. I'm taking our business elsewhere.

(Editing to clarify a few points: Our purpose in trying to return the misfit garment was always to have it remade to the correct measurements, not for a refund. I was told that the garment could not be remade until the original garment was returned. The full payment for a custom garment policy was not mentioned to me until I spoke to the supervisor on 3/18, a full two weeks after I asked to return the garment to have it made correctly.

Secondly, I can't answer for how many calls were made to my mom's physical therapist, but for me personally, I responded to every call I received from Luna Medical, either answering as the call came in or responding to voice mail within 24 hours. There were 3, including this morning's call. More and better communication would most certainly have made a difference. If I had known that the delay was waiting on new measurements, I could have supplied the new measurements to you myself as the physical therapist had given me a copy of the revised measurements, in case it could help speed the process along.

Finally, thank you for finally working to make things right. While it cannot change the pain it has cause my mom in the last few weeks, I do appreciate knowing that the matter will be...

I have attempted to get a hold of this company for a week. I have received no communication from them. I know it's kind of odd for a male to have lymphedema, however I am really picking up on some kind of bias. Nobody takes meridian Medicaid for these things and a set costs like $250. It's like nobody wants to help out a dude that had cancer no matter what the type of place is. It seems like occupational and physical therapist are the only ones that actually care. I'm just going to go get another credit card and use that exclusively. So sick of being treated this way. EDIT 10/11/23 in response to "Owner" I called and left messages, never got a call back from your company. Still haven't gotten what I need since insurance won't cover it. GET SOME MORE STAFF THEN, HAVE SOME KIND OF SYSTEM TO CALL PEOPLE BACK! YOU HATE POOR...

We are an Occupational Therapy Office and have been using LUNA for years to order products for our patients. They are very easy to communicate with and are very efficient. We've had problems getting insurance reimbursement when we purchase lymphedema products ourselves. Now we run nearly everything through Luna. They check the insurance coverage, let us know what the coverage is, communicate with our patient and order garments. They are in network with most of the insurance companies we deal with so it makes our job easier. I highly...