Edgepark Medical Supplies

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 inconvenienceAfter a review, we have identified the billing error that occurredThe proper adjustments were made to the customer’s account, and the customer currently has a zero balancePlease 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 attempted to speak with the customer to apologize for any inconvenienceThe customer has been billed according to the Explanation of Benefits provided by his health plan Edgepark has provided the customer monthly billing statements advising of customer responsibilityThank you again for bringing this matter to our attentionSincerely, The Edgepark Customer 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. The items have been received. The complaint can be closed. Thank you for the help in getting them to do their work.

Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ Thank you for bringing to our attention the concerns expressed in the complaint filed on 11/16/We have researched the complaint and spoken with the customer to address the concern raised with your office We have made the necessary adjustments to the customer's account and have added the account to our follcalendar to help ensure there are no delays with future ordersWe have shipped a current order based on the customer's requestThe customer has been made aware of these adjustments and has accepted our resolutionPlease consider this matter resolved Thank you again for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/02/16) */ Medical Supplies are never delivered on timeComplaint filed for last shipment (months ago) and the current shipment is once again not on time Medical supplies are delivered late every shipmentI am supposed to be on a month auto shipment but shipment is always late 3-weeks Shipments are always scheduled wrongI have been dealing with this issue for years using EdgeparkI am on an autoship schedule which is to be every monthsComplaint filed months ago and I am once again out of supplies and nothing has shippedI logged on to my account to check the status and an order was due Feb and it is now Feb Already days late and I have no supplies at homeThis happens every months when my order is upcoming and I will have to call them to fix the scheduling error which usually delays shipments 2-weeksI was assured this would not happen after my complaint months ago and here we are again I would like another company to provide me my productsI will start researching this option tomorrowAny help or suggestions? Final Business Response / [redacted] (4000, 13, 2016/02/26) */ Thank you for bringing to our attention the concerns expressed in the complaint filed It is the policy of Edgepark to confirm orders with the customer prior to processing and shippingThe order was generated on 2/4/with a scheduled ship date of 2/17/The customer confirmed the scheduled order on 2/16/via our Web siteOn 2/18/at the customer's request, the order was placed on hold due to a change in insurance taking effect 3/1/ We apologize for any misunderstandingsThank you again for bringing this matter to our attention

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 meDoctors order/prescription was still in effect for 2017, when order was placedA Colostomy does not repair nor reverse itselfThis is a lifetime illnessI have placed the order and order was charged per billing cycleWhen Edgepark contacted the Doctors office they left a message with the receptionist who does not always gets the messages to every doctor in the office buildingI talked with Doctor M***s nurse and was informed Edgepark does not accept 'verbal' prescriptions and a form would need to be sent from EdgeparkOrder has been filled/received and should this happen in the future again I will respond accordinglyThank you, Audrey ** D [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/04/29) */ Thank you for bringing to our attention the concerns expressed in the complaint filed on 4/26/Edgepark confirmed with the health plan that it received the refund on 3/14/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 / [redacted] (2000, 7, 2016/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Edgepark contacted me immediately after I submitted the complaintThey gave me a reference number and told me Anthem was dealing with the refundHowever, I am still waiting for the result

Thank you for bringing to our attention the concerns expressed in this complaint We have researched the complaint and spoken to the customer to apologize for any inconvenience During peak call times, a customer may experience longer than hold timesWe actively work to decrease these periods as they occurAfter review, we identified an area of opportunity for improved customer experience and the agent involved has been coached appropriatelyWe will monitor the account going forward to ensure timely order processing Thank 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 filed on 3/6/We have researched the complaint and spoke with the customer to apologize for any inconvenienceThe order was shipped to the customer on 3/8/We have provided the customer with a direct point of contact for any future concernsPlease consider this matter resolvedThank 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 this complaint filedWe have attempted to speak to the customer on several occasions to apologize for any inconvenience After further review, Edgepark shows that all necessary adjustments have been made to the customer’s accountThank 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 filedWe have researched the complaint and spoken to the customer to apologize for any inconvenience We have identified the error and have taken the necessary steps to address the concernsWe have coached the agents involved for improvement, and the appropriate adjustments were made to the customer’s monthly ordersWe will continue to monitor future orders for accuracy Thank 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 spoken to the customer to apologize for any inconvenience We have identified the error and have taken the necessary steps to address the concernsWe have coached the agents involved for improvement, and the appropriate adjustments were made to the customer’s monthly ordersWe will continue to monitor future orders for accuracy Thank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team

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

Thank you for bringing to our attention the concerns expressed in the complaint filedWe have researched the complaint and contacted the customer to apologize for any inconvenienceAfter review of the customer’s account, Edgepark has identified a processing error, which caused a delay in shipping the customer’s suppliesAll pending orders have shipped and agents have been coached appropriately We will continue to monitor thee account to prevent future delaysThank you again for bringing this matter to our attentionSincerely, The Customer Advocacy Team

Initial Business Response / [redacted] (1000, 5, 2015/07/31) */ Thank you for bringing to our attention the concerns expressed in the complaint filed on 07/28/We have reviewed the account and all documentation involvedWe have spoken with the customer, apologized for the inconvenience, and she has since received the order in questionPlease 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 attempted to speak with the customer to apologize for any inconvenience and address his concernsAt this time, all pending orders have shipped to the customerWe have provided the customer with a direct point of contact for any additional questionsThank you again for bringing this matter to our attentionSincerely, The Edgepark Customer Advocacy Team

Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ Thank you for bringing to our attention the concerns expressed in the complaint filed on 07/13/We have reviewed the account and all documentation involvedWe have spoken to the customer, apologized and addressed all issues notedThe customer has received a supplemental order in addition to the pending order as of 07/18/There are processes in place to help prevent some of the issues the customer experiencedThose processes will be reviewed and coaching provided for the representatives involvedPlease 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 filed on 8/26/We have researched the complaint and attempted to speak 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 the customer placed a new order on 9/5/Again, we apologize for any inconvenience caused by this situationThank 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 filed.Edgepark has made the necessary adjustments to the customer’s accountOnce we receive the Explanation of Benefits from the health plan, the additional adjustments required will be madeWe have contacted the customer and set the proper expectations on how his future orders will process and Edgepark’s policy for billing We apologize for any misunderstandingsThank you again for bringing this matter to our attention.Sincerely, The Edgepark Customer Advocacy Team

Initial Business Response / [redacted] (1000, 5, 2016/03/07) */ Thank you for bringing to our attention the concerns expressed in the complaint filed on 2/22/We have researched the complaint and spoken with the customer to apologize for any inconvenience We have located the origin of the patient's concern and have taken the appropriate action to correct the issueWe will monitor the patient's next two orders to ensure there are no further delays to the patient's ordersThe patient is aware of our intent and is in agreement with this resolutionWe consider this matter closed Thank you again for bringing this matter to our attention Sincerely, Jerry D [redacted] Senior Analyst Patient Advocacy Representatvie Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This month has been the same result as the past months that I've put a complaint aboutI confirmed my order 3/10/order# [redacted] The confirmation stated business days, I have still yet to receive this order nor any phone call regarding any issues as to why my order is still not receivedI haven't received an email either stating order is being shipped only an email stating I confirmed my orderThis is unacceptable!! Final Business Response / [redacted] (4000, 9, 2016/03/28) */ Thank you for bringing to our attention the concerns expressed in the complaint filed on 3/18/We have researched the complaint and attempted to speak with the customer to apologize for any inconvenience Our process allows our customers to confirm their order prior to the ship dateThis customer's order generated on 3/9/16, and the customer confirmed the order via the Edgepark Web site on 3/10/The customer's online account indicated that the order was scheduled to ship on 3/22/with an estimated shipping time of three to five business daysThis ship date is based on the customer's insurance guidelines, which allow orders to be shipped days after the previous order's ship date Thank you again for bringing this matter to our attention Final Consumer Response / [redacted] (2000, 11, 2016/03/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/06/12) */ Thank you for bringing to our attention the concerns expressed by Mr. [redacted] regarding the complaint filed on 06/03/2015. We have reviewed the account and all calls involved and have addressed the issues accordingly. Mr. [redacted] has received the... shipment and we have set up reimbursement for supplies that he purchased out of pocket. We have spoken to Mr. [redacted] and apologized for the inconvenience and delay. He has advised he is satisfied with the resolution. Please consider this matter resolved. Thank you again for bringing this matter to our attention. Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Because we feel our energy would be better spent on healing from the cancer surgery, rather than butting our heads up against a wall trying to fight corporate america..would not recommend company to my worst enemy. Our anxiety was already running high dealing with the cancer, having to be without necessary medical supplies for 3 days only added to an already stressful situation. If we were put through this, how many other's have had to endure the same frustration in an already stressful time. Maybe Edgepark should step away from the pie graphs and bar charts for profits and kissing stockholders ***, and look at their customers as people, not numbers on a piece of paper, I'm certain customer service and customer satisfaction will be greatly improved!

[redacted] < [redacted] > 11:AMI made several more calls, finally reached a supervisor who assured me my case would be investigatedHe (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 yesterdayWhen 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 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 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 situationI will NEVER order from that company again; been burned by them 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 requestTHAT 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