Edgepark Medical Supplies

I had a very difficult time with Edgepark Customer Service on August 8, 2022.
My order from May 2022 was missing my transmitter. I did not need the transmitter until August 7, so I had no idea it was missing from my order.
I called that Monday morning thinking they would do the right thing and send me a new transmitter. They said I waited too long to contact them. So I was not going yo get the transmitter that my insurace and I paid for. Unfortunately that is there policy. So I would have to wait a few weeks for my August order
I contacted Blue Cross and they were able to call and resolve this problem on my behalf. I spent at least 2 hours correcti g a mistake that should have taken 2 minutes.
I also would have been robbed and cheated if I did not call Bkue Cross.

This company is awful. My son is a type 1 diabetic we are made to use them through our insurance. They wait to submit prior authorization until after the assigned ship date then blame the insurance company for delay. Then once the insurance has approved the supplies it takes another 3-5 business days to process and ship. If only they would start the pre auto efforts before the ship date these delays could be avoided. His supplies have cut offs sensors transmitters etc. they only last a certain period of time. This is of no concern to Edgepark. If my son does not have the proper support supplies his BG can go through the sky and end up in the hospital again no concern for Edgepark 6 years dealing with this awful company and no improvement!

Thank you for bringing to our attention the concerns expressed in the complaint filed on 2/24/We have researched the complaint and attempted to reach the customer to apologize for any inconvenienceWe have confirmed the customer’s coverage and an order has been shippedThank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team

Initial Business Response / [redacted] (1000, 5, 2016/05/10) */ Thank you for bringing to our attention the concerns expressed in the complaint filed on 5/1/We have researched the complaint and apologize for any inconvenience this has caused On 5/2/we spoke to the customer and set up an exchange for the correct item the customer neededEdgepark explained that the items being exchanged were the same value, and would not be any additional cost for the customerEdgepark also informed the customer we updated the account to ensure the right item is sent going forwardA return label was emailed to the customer to send the incorrect item back at their requestThe new item shipped on 5/4/and was delivered on 5/6/ The amount that was due at the time of the order was based off the quote of benefits from the insuranceThe customer was made aware that they would be reimbursed if the insurance processed the claim with less customer responsibility dueAgain we apologize for the misunderstanding Thank you again for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/05/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the return label and mailed the incorrect product back on 4/9/You should be receiving it soonI thank you for your quick response and action when correcting the mistake made, however my opinion of your company will still remain unchanged for the time beingI wholly believe your company is incapable of learning from it's mistakes because I get promises of improvement time and time again but every time I end up doing business with you there's some other problem that ends up needing to be correctedYou are dealing with people's health and this is NOT the way you should handle your businessCorrect your mistakes, learn from them, build off of them and hire and train the correct peopleIf you are getting multiple complaints about a problem over and over, then you should realize something is very wrongTake responsibility for that and fix itDon't just promise it'll be taken care of and do nothingFix itI'm glad my condition wasn't made worse by these last few mistakes, but I can't say that for the other people who's orders you've screwed up, and sooner or later someone will be seriously hurtI hope that day doesn't come and this is truly the time responsibility is taken up in your company

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.It's just a shame that I had to get you involved to finally get somewhere with the poor customer service I've been experiencing over the past five years Hopefully, what we have worked out will solve my issues with this company Sorry I had to file a formal complaint to get my voice heard- [redacted]

Thank you for bringing to our attention the concerns expressed in the complaint filed on 11/23/We have researched the complaint and spoken with the customer to apologize for any inconvenienceThe necessary actions have been taken to resolve this issueThank you again for bringing it to our attentionSincerely, The Edgepark Patient Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filedWe have investigated the complaint and attempted to speak with the customer to apologize for any inconvenience The necessary adjustments have been made to the account to stop further billing to the customer for items that were returnedAgain, we apologize for any inconvenience experiencedPlease consider this matter resolvedThank you again for bringing it to our attentionSincerely, The Edgepark Patient Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filed on 9/24/We have researched the complaint and attempted to speak with the customer to apologize for any inconvenienceHere is a timeline of our efforts to resolve the issue: • 9/11/– The customer confirmed the order using the internet• 9/12/– An e-mail was sent to the customer advising of a previous balance due and updated documentation from the doctor needed to secure approval from the insuranceEdgepark sent the doctor the request for the updated document• 9/13/– The customer paid the past-due balance• 9/21/– We spoke to the doctor’s office to follow up on our request• 9/22/– We received the signed document from the doctor and submitted the authorization request for approval to the insuranceAn Edgepark representative followed up to check the status of the pending authorization on 9/23/and 9/26/• 9/27/– The authorization request was approved and Edgepark attempted to process the customer’s payment and ship the order, but the charge did not go through• 9/29/– The payment was processed and the order shippedAgain, we apologize for any inconvenience experiencedThank you again for bringing this matter to our attentionSincerely, The Patient Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filed We have researched the complaint and have attempted to speak with the customer to apologize for any inconvenienceAfter a review of the account, Edgepark is billing the customer according to the explanation of benefits provided by their insuranceOnce we speak with the customer, we can address his additional concernsThank you again for bringing it to our attentionSincerely, The Edgepark Customer Advocacy Team

Dear Revdex.com, Thank you for bringing to our attention the concerns expressed in the complaint filed 8/15/We have researched the complaint and spoken with the customer to apologize for any inconvenienceWe identified the issue that caused the billing discrepancyThe necessary adjustments have been made to the customer’s account, and we have refunded the resulting overpaymentWe have also notified the customer’s health plan of the differenceAgain, we apologize for any inconvenience caused by this situationThe customer has a direct point of contact with Edgepark for any future questions or concernsThank you again for bringing this matter to our attentionSincerely, The Patient Advocacy Team

Thank you for bringing to our attention the concerns expressed in this complaint filedWe have researched the complaint and have spoken to the customer to apologize for any inconvenience The necessary adjustments have been made to the customer’s accountPlease consider this matter resolvedThank you again for bringing it to our attentionSincerely, The Edgepark Patient Advocacy Team

Initial Business Response / [redacted] (1000, 5, 2016/05/26) */ Thank you for bringing to our attention the concerns expressed in the complaint filed 5/16/We have researched the complaint and have spoken to the customer to apologize for any inconvenience We have determined that based on the date of the order in question, 12/24/15, and the fact that proper notification of the processing time was communicated to the customer we will remain with our decision that the balance due is the customer's responsibility Please consider this matter resolvedThank you again for bringing it to our attention Sincerely, Jerry D [redacted] SrAnalyst, Patient Advocate Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company called me to discuss my complaintThey said they stand by there decision on how they processed the order and it was correctThey're email clearly states to allow 7-days processing and shippingI placed the order on 12/24/and the order was not shipped until 1/4/That is not within the 7-10'day processing and shippingThe order should have been sent to my insurance the day the order was placed or the next business dayNot days laterThey are a medical supply company and have to understand why I placed the order when I didAgain, I placed the order because I had met my deductible for and would not have any out of pocket expenses for the breast pumpI have contacted my insurance company and they said Edgepark can re-submit with the day it was ordered and they would process accordinglyEdgepark said they will not because it is not there policyEdgepark also did not disclose that they would not bill insurance until the day the order shipsIt is not my fault the pump was on back orderThey should have disclosed that when I was ordering like every other companyIf the order was processed correctly I would not have any out of pocket expenses, instead I now have a $bill Below is copied from there email to me: Please allow - days for order processing and shippingIf additional information is needed or you have a copay, an Edgepark Representative will contact youOtherwise, you will not hear from us until you receive the shipping confirmation email Final Business Response / [redacted] (4000, 12, 2016/06/24) */ Thank you for bringing to our attention the concerns expressed in the complaint filed on 6/20/We have researched the complaint and spoken with the customer to apologize for any inconvenience As previously stated, based on the date of the order in question, we affirm our decision that the balance due is the customer's responsibilityProper notification of the order processing time was communicated to the customerAt the customer's request, we attempted to re-bill the order to the insurance company, but the request was denied Please consider this matter resolvedThank you again for bringing it to our attention Sincerely, The Patient Advocacy Team

We have reviewed the customer’s response and remain committed to our positionThank you again for bringing this to our attentionEdgepark considers this matter closedSincerely, The Edgepark Patient Advocacy Team

Initial Business Response / [redacted] (1000, 5, 2016/05/27) */ Dear Revdex.com, Thank you for bringing to our attention the concerns expressed in the complaint filed 5/19/We have researched the complaint and spoken with the customer to apologize for any inconvenience We have reviewed the balance on the customer's account and identified the cause of the outstanding balanceWe have made the proper adjustments to the account and generated a refund to the customer for an overpayment Thank you again for bringing this matter to our attention Sincerely, The Patient Advocacy Team

Thank you for bringing to our attention the concerns expressed in this review We have researched the complaint and apologize for any inconvenience The customer’s order shipped and was delivered on1/30/After review, we have identified areas for improved communication and have coached all agents involvedWe have spoken with the customer and have assigned a representative to assist with future questions or concernsWe will continue to monitor the account to ensure efficient order processing going forward.Thank you again for bringing this matter to our attention.Sincerely, The Edgepark Patient Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filedWe have researched the complaint and have spoken with the customer to apologize for any inconvenienceAfter review and contact with the health plan, we have identified a miscommunication which resulted in an incorrect amount being collected from the customerThe appropriate adjustments were made to the customer’s account and a refund submitted to their financial institutionWe will monitor future orders to ensure proper handling of the account and have provided the customer with a point of contact for any questions or concernsThank you again for bringing this matter to our attentionSincerely, The Edgepark Customer Advocacy Team

I am rejecting this response because:The business clearly did a bait and switch scamIt refuses to address its multiple wrongful acts, and yet insists on collecting money from meI will file a complaint with the Attorney Generals Office

Thank you for bringing to our attention the concerns expressed in the complaint filedWe have researched the complaint and spoke with the customer to apologize for any inconvenienceEdgepark has made several attempts to obtain the necessary documentation required to obtain authorization from the customer’s insuranceEdgepark has shipped the needed supplies based on the customer’s needOnce the proper documentation and approval from the health plan are received, we anticipate future orders will process and ship timelyThank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team

Initial Business Response / [redacted] (1000, 5, 2015/10/23) */ Thank you for bringing to our attention the concerns expressed in the complaint filed on 10/13/We have researched the complaint and attempted to reach out to the customer to apologize for any inconvenience Edgepark has shipped all of the customer's pending ordersWe have reviewed our process and have added the customer's account to our follcalendar to ensure there are no further delays with future ordersAt this point there are no further adjustments necessaryThank you again for bringing this matter to our attention

Thank you for bringing to our attention the concerns expressed in this review We have researched the complaint and spoken to the customer to apologize for any inconvenience After a review, a miscommunication occurred during the processing of the customer’s orderWe have identified opportunities for an improved ordering experience and are taking the necessary steps to address the customer’s concernsIn addition, we have given the customer a direct point of contact for future inquiries.Thank you again for bringing this matter to our attention.Sincerely, The Edgepark Patient Advocacy Team