Edgepark Medical Supplies

Thank you for bringing to our attention the concerns expressed in the complaint filedWe have researched the complaint and apologize for any inconvenienceAfter a review, we have identified the cause of the issue listed in the complaintThe proper corrections were made to the account to reflect a zero-balance owedThe necessary documentation was mailed to the customer on 12/15/Please 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 filedWe have researched the complaint and spoke with the customer to apologize for any inconvenienceAfter verification of benefits, it has been determined Edgepark is not a contracted provider with the customer’s health planWe have referred the customer back to her health plan for a providerAgain, we apologize for any inconvenience experiencedThank you again for bringing this matter to our attention.Sincerely, The Edgepark Customer Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filedWe have researched the complaint and attempted to speak with the customer to apologize for any inconvenienceThe customer was refunded according to the health plan’s explanation of benefitsThe proper adjustments have been made to the account to avoid future billing errorsThere is no further action necessaryThank you again for bringing this matter to our attentionSincerely, 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 meI returned the merchandise and will definitely follwith my insurance companyI still would never do business with this companyThey have a lot of work ahead of themThank you ***

Dear Revdex.com, Thank you for bringing to our attention the concerns expressed in the complaint filed 8/26/We have researched the complaint and spoken with the customer to apologize for any inconvenienceWe have identified and corrected the system issue that caused delays in the customer’s orders We have also provided a direct point of contact 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 the complaint filedWe have contacted the customer to apologize for any inconvenience and explained the balance in questionAt this time, the balance remains duePlease consider this matter closedThank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filedWe have researched the complaint and apologize for any inconvenienceThe customer was billed based on the Explanation of Benefits from the insuranceThe coverage has been updated to reflect an accurate quote of benefitsWe have spoken with the customer and provided a resolution regarding the balance Thank you again for bringing this matter to our attention.Sincerely, The Edgepark Customer Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filed on 2/21/We have researched the complaint and spoken with the customer to apologize for any inconvenienceWe have identified what was a miscommunication to the customer and have taken the necessary action to rectify the issueThe customer currently has a zero balancePlease consider this matter resolvedThank you again for bringing it to our attentionSincerely, 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 Edgepark will not budge on the issue, emails were submitted showing I was never notified However, at this point I no longer have the time or energy to continue my complaint and accept it being closed

Initial Business Response / [redacted] (1000, 5, 2016/03/22) */ Thank you for bringing to our attention the concerns expressed in the complaint filed on 3/8/We have researched the complaint and made several attempts to contact the customer to apologize for any inconvenience Based on the review of the account, the balance reflected is accurateWe look forward to speaking with the customer regarding the details of their balance, and providing options moving forwardPlease consider this matter resolved at this time Thank you again for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) generic messages where left on my phone while I was out of town without a direct extension to reach anyone specific in regards to my account/complaintI called back and had a representative give me a direct extension based on my account to someone that had contacted me to discuss my account and I left a message Final Business Response / [redacted] (4000, 9, 2016/04/01) */ Thank you for bringing to our attention the concerns expressed in the complaint filedWe have spoken to the customer and are working toward a resolution The customer is aware that we did not receive payment for the balance in questionThe customer will be returning a portion of the order to reduce the amount dueThe necessary adjustments will be completed upon receipt of the returned product Please consider this matter resolvedThank you again for bringing it to our attention Final Consumer Response / [redacted] (2000, 11, 2016/04/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing to our attention the concerns expressed in the complaint filedWe have contacted the customer to apologize for any inconvenienceThe customer has been advised that any product issues or concerns should be directed to the manufacturer as the supplies are considered under warranty at this timeThank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filedWe have researched the complaint and apologize for any inconvenienceEdgepark received a request for an order on 9/12/Prior authorization is required and per health plan guidelines, specific documentation is required before requesting an authorizationAll necessary documentation was received and the request for authorization was submitted to the plan on 9/22/The authorization approval was obtained on 9/28/and the order was shipped on 9/29/ We have been in communication with the customer throughout the order processAgain, we apologize for any inconvenience experiencedThank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team

Initial Business Response / [redacted] (1000, 5, 2016/03/18) */ Thank you for bringing to our attention the concerns expressed in the complaint filed on 3/7/We have researched the complaint and spoken with the customer to apologize for any inconvenience Edgepark issued the check to the customer for the remaining balance owed on 2/29/We have confirmed receipt of the check by the patient, and have updated the account to reflect a zero balancePlease consider this matter resolved Thank you again for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/03/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a phone call from a representative of Edgepark Medical on 03/18/I was advised that a check for the amount owed to me was processed on 02/29/When I advised him that I had received the check and it was indeed dated 02/29/however the postmark from their postage machine was dated 03/03/and I received it on 03/05/I was told that it can take several days to work through their systemI was also told that the invoices I was receiving was due to a computer problem they were having and that they were addressing that problem and as of 03/18/my account balance was zero and I should not receive anymore invoices While I regret that Edgepark was placed in the middle of a dispute between myself and my primary insurance carrier, and I reluctantly accept Edgepark's response, I feel that the whole matter could have been handled differently with a couple of well placed phone calls when they received a payment that they should not have receivedEdgepark knew on 02/16/when they issued a partial credit to my credit card account that the payment they received from UMR was in errorWhy they did not issue full credit is only a question that Edgepark can answer and I doubt they ever will I will not order my insulin pumps or any other supplies from Edgepark again

Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ RE: Case# [redacted] Thank you for bringing to our attention the concerns expressed in the complaint filed on 6/9/We have reviewed the account and all documentation involvedWe have filed the claim electronically with the insurance as requested and made the necessary billing adjustments to the accountWith some manual intervention we will be able to bill the insurance in the future for the customerWe have spoken with the customer, apologized for the inconvenience, and she has accepted our resolutionPlease consider this matter resolved Thank you again for bringing this matter to our attention

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 inconvenienceWe have identified the cause of the customer’s concern, and explained the order process to customerThank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team

Dear Revdex.com, Thank you for bringing to our attention the concerns expressed in this review We have researched the complaint, and attempted to reach out to the customerAfter review, we have identified opportunities for improved processing of the customer’s order and all Agents have been coached appropriatelyThank you again for bringing this matter to our attentionSincerely, The Edgepark Customer Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filedWe have researched the complaint and apologize for any inconvenienceWe have identified a processing error and have taken the necessary steps to correct the problem moving forwardThe remaining supply shipped on 8/25/We have made an additional call to the customer to apologize for any inconvenience and provided a direct point of contact for future ordersPlease 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 6/16/We have researched the complaint and attempted to speak with the customer to apologize for any inconvenienceThe customer placed an order on 5/25/Following the health plan guidelines, signed documentation from their physician is required before requesting approval from the insuranceThe documentation was received from the physician on 6/2/17, and a request was sent for approval to the insuranceDue to the customer’s urgent need, a box was shipped to the customer on 6/14/The authorization is still pending with the insuranceOnce the approval is received, the remaining supplies will be shipped to the customerAgain, we apologize for any inconvenience experiencedThank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team

Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ Attn: [redacted] Revdex.com of Akron West Market Street Akron, OH 07/23/ RE: Case # [redacted] Dear [redacted] , Thank you for bringing to our attention the concerns expressed in the complaint filed on 07/21/ We have researched the complaint and determined that communication regarding upfront expectations and appropriate status updates throughout the process did not occur properlyThis is not our internal standard; we regret that these omissions occurred and apologize for the inconvenience it has causedWe discussed the issue with the customer to make him aware that the order will arrive early the week of July I will follow up to see if we can get this delivery expedited I have provided the customer my extension to contact me if he has any further questions or concerns Thank you again for bringing this matter to our attention Sincerely, Cindy C [redacted] Edgepark Customer Service Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) After filing the Revdex.com complaint, I was contacted by an Edgepark Rep numerous timesThe result has been the sameWhile the rep was very apologetic and polite, I have been given more excuses as to why the initial order was never followed up on, even after 30+ days and repeated calls by meI was informed that the rep would inquire about expedited delivery and that was "hopefully" going to get it to me by Friday, July 24thThen it was "hopefully" July 25thMost recently, it was to be delivered yesterday, July 27thIt has now been days since I placed this order and, as of Noon today, still no deliveryIt is ridiculous that my insurance has been billed and my credit card charged before I have received my orderHow any company can expect people to pay $out of pocket for a knee brace that takes more than two months to deliver is something I will never understandThe more research I have done on Edgepark, the more I realize this is NOT an isolated incidentI just cannot see how Edgepark still expects me to pay the full $for a brace I was supposed to wear from June through September and am still waiting on it Final Business Response / [redacted] (4000, 14, 2015/08/17) */ ***Document Attached [redacted] Attn: [redacted] Revdex.com of Akron West Market Street Akron, OH 08/13/ RE: [redacted] Dear [redacted] , Thank you for bringing to our attention the concerns expressed in the complaint filed on 07/21/We have reviewed the account and found there was a delay in processing the order due to an authorization update that was required by the insuranceAdditionally, the product was a special order item, and the customer was made aware that the turnaround time would be longer than normalWe charged the patient's credit card on 07/29/15, the date the order shipped via next-day air service Thank you again for bringing this matter to our attention Sincerely, Cindy C [redacted] Customer Service Manager Final Consumer Response / [redacted] (4200, 16, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) According to my insurance company, the "authorization update" was a delay on behalf of Edgepark Medical SuppliesI was never informed that this was a special order itemIn fact, both my doctor and the second sales rep I spoke with indicated it was NOT a special order because it was not a custom fit braceIt is a standard ACL brace for the left kneeJudging by this company's online reputation, these all appear to be standard responses to complaintsIt is always someone else's fault or the problems were out of their controlMy culpability lies in not researching this company in depth prior to conducting business with them

Thank you for bringing to our attention the concerns expressed in the complaint filed on 4/11/We have researched the complaint and spoken with the customer to apologize for any inconvenienceThe requested order shipped to the customer on 4/13/We apologize for the miscommunication and for any delayPlease consider this matter resolvedThank you again for bringing it to our attentionSincerely, The Edgepark Patient Advocacy Team