Edgepark Medical Supplies

Initial Business Response /* (1000, 5, 2015/07/31) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 07/28/2015. We have reviewed the account and all documentation involved. We have spoken with the customer, apologized for the inconvenience, and she has...

since received the order in question. Please consider this matter resolved.
Thank you again for bringing this matter to our attention.

Initial Business Response /* (1000, 5, 2015/10/23) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 10/13/2015. 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 orders. We have reviewed our process and have added the customer's account to our follow-up calendar to ensure there are no further delays with future orders. At this point there are no further adjustments necessary. Thank you again for bringing this matter to our attention.

Initial Business Response /* (1000, 5, 2016/04/29) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 4/26/16. Edgepark confirmed with the health plan that it received the refund on 3/14/16 and it will make the proper adjustments to the account so the...

customer may submit a claim for proper reimbursement.
We have spoken with the customer, who was satisfied with the resolution.
Thank you again for bringing this matter to our attention.
Initial Consumer Rebuttal /* (2000, 7, 2016/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Edgepark contacted me immediately after I submitted the complaint. They gave me a reference number and told me Anthem was dealing with the refund. However, I am still waiting for the result.

Initial Business Response /* (1000, 5, 2016/05/27) */
Dear Revdex.com,
Thank you for bringing to our attention the concerns expressed in the complaint filed 5/19/16. 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 balance. We 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 the complaint filed. We have researched the complaint and spoke with the customer to apologize for any miscommunication. After further review, it has been determined the customer and the health plan have been refunded appropriately for the returned items. Statements detailing the items ordered and returned have been mailed to the customer and the health plan. Please consider this matter resolved.Sincerely, The Edgepark Customer Advocacy Team

Tell us why herThank you for bringing to our attention the concerns expressed in the complaint filed on 3/30/18. We have researched the complaint and spoken to the customer to apologize for any inconvenience. Edgepark identified a processing error which resulted in a delayed shipment of the order....

The agents involved have been coached appropriately to ensure improved order processing.Thank you again for bringing it to our attention. Sincerely, The Edgepark Customer Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filed. We have researched the complaint and spoke with the customer to apologize for any inconvenience. The customer confirmed the order and was informed of the necessary approval needed from her insurance to continue...

the processing of the order. Per plan guidelines, specific documentation is required prior to requesting authorization approval. The documentation was received by the customer’s physician and the request for prior approval was submitted to the insurance. Once the approval is received, the order will be sent to the customer. We look forward to obtaining the necessary approval to prevent further delay. In the meantime, and based on the customer’s urgent need for supplies, Edgepark shipped partial orders to the customer. The customer was also provided with a direct point of contact for future inquires.  Again, we apologize for any inconvenience experienced. Thank you again for bringing this matter to our attention. Sincerely, The Edgepark Patient Advocacy Team

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.

Thank you for bringing to our attention the concerns expressed in the complaint filed. We have researched the complaint and spoke with the referenced customer to apologize for any inconvenience. After obtaining the proper documentation, the order was shipped to the customer on 12/13/17. We have...

identified the issue listed in the complaint that contributed to the delay in the customer obtaining the order. We have coached staff to provide accurate fax numbers to ensure orders are processed timely moving 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 this review. We have researched the complaint and spoken with the customer to apologize for any inconvenience.  We identified the issue that caused the billing discrepancy. We have made the appropriate adjustments to the account...

and provided the customer with a direct point of contact for future questions or concerns. Thank you again for bringing it to our attention.Sincerely, The Edgepark Patient Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filed. We have researched the complaint and attempted to speak with the customer to apologize for any inconvenience. After a review, we have identified the billing error that occurred. The proper adjustments were made...

to the customer’s account, and the customer currently has a zero balance. Please consider this matter resolved. Thank you again for bringing it to our attention. Sincerely, The Edgepark Patient Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filed. We have researched the complaint and spoke with the customer’s point of contact to apologize for any inconvenience. Edgepark has worked with the customer and has come to a mutual agreement that addresses the...

concerns in the complaint filed.Thank you again for bringing it to our attention.Sincerely, The Edgepark Customer Advocacy Team

I am rejecting this response because:All of the complaints on Revdex.com and elsewhere reflect he exact same experience I've had with Edgepark.  Revdex.com should rate this company based on the disgusting customer service and withholding of life-saving medical supplies that they continue to engage in. NO ONE should have to endure what I've had to in order to get my medical supplies.  Revdex.com and Edgepark should be ashamed to continue to do business in this manner. When the Revdex.com rating is changed to reflect the disgusting business practices of Edgepark and/or the company actually does the job for which it is contracted, then I will consider a change in my response.  Until then, Edgepark is on notice that I won't tolerate their disgraceful and unethical business practices.

Initial Business Response /* (1000, 5, 2015/07/29) */
RE: Case #[redacted]
Thank you for bringing to our attention the concerns expressed in the complaint filed on 07/14/2015. We have reviewed the account and all documentation involved. We have left several phone messages and sent email to the...

customer but have not gotten a response. At this time we have been unable to offer a suitable resolution to the customer. We will provide a further update if/when we are in contact with the customer but at this time the matter remains unresolved.
Thank you again for bringing this matter to our attention.

I am rejecting this response because:  Edgepark would not have had this problem if they submitted the insurance info on time or had mailed the transmitters on time as promised.   I am willing to pay my copay, but I will not pay additional money due to Edgeparks incompetence.  Therefore I would like the Revdex.com to keep this complaint open until Edgepark agrees to accept my copay as payment in full.

Initial Business Response /* (1000, 5, 2016/01/13) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 1/11/2016. We have researched the complaint and spoken with the customer to thank her for the feedback and apologize for any inconvenience.
We made the...

necessary adjustments to the account. The customer has accepted our resolution. Please consider this matter resolved.
Thank you again for bringing this matter to our attention.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their resolution because the following occurred while using them.
On 1/13/16 I spoke to the company representative Mrs. R[redacted]. On this day the only thing she offered me was to credit my account the remaining balance to cover the out of pocket expenses I had to pay to finally receive product from another company, that was the only resolution they could offer me. The company did not have any other offer then to credit my account the balance. She asked me to continue to do business with the company, and I could not except that as resolution.
Mrs. R[redacted] said she would be sending me a receipt on 1/14/16 showing a zero balance, but I received a bill instead. I had to call the customer billing department to see if there was an error, and just as they have during previous calls they did not have any answers for me. She said it was the computers fault that would sends messages on its own when an account has a balance. The representative indicated she did not have any notes in the computer regarding my account. She also said I would just have to wait. It would be necessary for me to call back in a few days to see if anything posted to my account. Today 1/15/16 I received a call from Mrs. R[redacted]. She stated she had made a correction to my bill and would be sending me a receipt showing a zero balance. I am still waiting for this receipt, as of 1/16/16.
This company and its representatives have added an extensive amount of undue stress on me and my family while I have been undergoing treatment for cancer. They have on multiple occasions had me in tears because I did not have enough supplies due to the extended amount of time it would take them to process the order or give me the run around to get my order. On multiple occasions I had to contact my nurse and doctor to see if they had extra supplies just so I could get by until my next shipment arrived. I would have cut ties with this company earlier but did not have extra time during my 4 to 5-hour chemotherapy treatment days up to five days a week and my added stays in the Intensive Care Unit in the hospital after multiple surgeries.
I would like to add that these events caused undue stress to several of my family members that have come from out of state and out of the country to help me and my husband during my treatment. Not only did they have to experience me going through multiple surgeries and severe illness from the chemotherapy, but the troubling time I had with this company.
My parents traveled here from Michigan and stayed here from December 28, 2014 through June 15, 2015. They were here and witnessed the undue stress this company caused us.
The most recent event happened on the week of January 3, 2016. My family members traveled from Brazil South America to help us out had to experience the stress that has been caused by this company. My cousin [redacted] and her husband [redacted] witnessed me in extreme distress and despair caused by Edgepark and its associates. [redacted] was so stressed that I was not able to get supplies, she felt it was necessary to call her uncle in Brazil who is a Cardiologist and see if he could obtain a prescription for my supplies and send them here to the US since an additional family member was coming to help on 1/11/15 and would bring the desperately needed supplies.
The company's associates were often rude, unethical and poorly trained to handle my case since I become a customer back in February 2015. I will explain with the following events. My doctor determined that after my second surgery it was necessary to remove a 7-pound tumor from my abdomen and several feet of my intestine that caused me to receive the colostomy. I was diagnosed with the dumping syndrome due to a large amount of intestine removed. My oncologist's office supplied Edgepark with the prescription for additional supplies. It stated I would need a box of sixty plus and additional box of sixty to cover my needs per month. This became a problem for the associates at Edgepark to understand. On several occasions, I was questioned why I needed additional supplies. I was asked what exactly my medical condition was that would cause me to need additional supplies. Their questioning made me extremely uncomfortable. I do not think they should be asking customers about personal medical conditions. They should not pressure customers to why it is necessary for additional supplies. They received my prescription from my doctor that explained it was medically necessary. On multiple occasions I needed to call my insurance (Tricare) to verify if everything was okay. Tricare assured me the additional supplies would be covered. They should not berate me and make me explain my medical condition each time I called to obtain supplies.
I would not recommend this company to anyone, no one deserves this amount of stress, especially when you are fighting cancer and for your life.
Final Business Response /* (4000, 9, 2016/01/20) */
Thank you for bringing this to our attention. We have spoken to the customer today to apologize for any inconvenience. An email was also sent today advising her that there is no balance due on the account. Thank you again for the feedback. This matter is resolved.

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. The items have been received. The complaint can be closed. Thank you for the help in getting them to do their work.

[redacted]  <[redacted]>   11:56 AMI made several more calls, finally reached a supervisor who assured me my case would be investigated. He (Jason) said no pre-auth was necessary and should have been shipped out shortly after I placed order on 7/27/2016! He released...

the order and it was to arrive yesterday. When I checked status if order online, to track package  it showed my cane was now "BACK ORDERED!" UNBELIEVABLE, not even  Supervisor & the Escalation department could get this 1 single item processed and shipped!So, I called yesterday, Jason was out until Monday but left an extension# on his voice mail for someone else to contact, so after being on hold over 30 minutes just to get to leave a message for Jason & get the extension#, I had to call back at a different phone number to get to this extension! Another long hold time, but finally reached someone, explained my conversation with Jasin, Revdex.com complaint and WHY didn't Jason tell me it was back ordered as he promised I would receive it Wednesday! After being put on hold several times, I was told it was back ordered, but is now available and WOULD SHIP OUT THAT DAY (8/10) & SHOULD RECEIVE 8/11.I just received the cane via Fed Ex, a miracle!!Therefore, you can close my case out, I have FINALLY been able to resolve this ridiculous situation. I will NEVER order from that company again; been burned by them 1 too many times! WORST CUSTOMER SERVICE EVER! DISHONEST & UNPROFESSIONAL, NOT AT ALL KNOWLEDGEABLE & routinely LIE to customers, HANG UP ON THEM ON PURPOSE when SUPPOSEDLY transferring you to a Supervisor per your request. THAT ENTIRE COMPANY NEEDS TO BE RETRAINED OR SHUT DOWN! I have read hundreds of complaints about Edge park Medical Supplies; it's a wonder they are STILL in business!Thank you for your assistance.

Initial Business Response /* (1000, 5, 2016/05/20) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 05/17/16. We have researched the complaint and spoken with the customer to apologize for any inconvenience.
The return was processed and the proper...

adjustments have been made to the account. The customer agreed to pay the remaining balance. There is no further action needed at this time.
Thank you again for bringing this matter to our attention.
Initial Consumer Rebuttal /* (2000, 7, 2016/05/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept their response. They were able to process my return and I was able to pay the remaining portion of my bill. They did also apologize for the inconvenience.

I am rejecting this response because:I would like assurance any extraneous fees from my financial institution or creditors will be reimbursed in a timely manner; with the understanding some fees may not be known for a month if late fees charged.