Edgepark Medical Supplies

Thank you for bringing to our attention the concerns expressed in the complaint filed on 4/16/We have researched the complaint and spoken with the customer to apologize for any inconvenienceWe have taken the necessary steps to resolve this complaint and addressed customer’s concernThank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team

Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ Thank you for bringing the concerns expressed regarding case# [redacted] . We have reviewed the complaint and attempted to reach out to the nurse to apologize and to come up with a reasonable solution that both parties can agree upon. We have left... messages giving her a direct point of contact to place orders with going forward to help alleviate miscommunication and reduce errors involving incorrect items being sent to patients. At this point no further adjustments are necessary. Please consider this matter resolved. Thank you again for bringing this matter to our attention. Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Messages were left for me in attempt to resolve these issues, but we have been unable to speak 1:1 yet. I was given first names and extension phone numbers that do not accept voicemail. In attempt to call back, I'm told there is more than one person with that first name and am unable to leave a message for the caller at the given extension number. I left a voicemail for the other person who called me, a MN Account Manager. Glad to accept this response when we get an actual resolution. I need a process for my doctors and patients: 1) Which form do you want the doctor to prescribe items on? 2) Where should that form be faxed? 3) Is there a different fax number needed for prescriptions for new patients vs. returning patients? 4) What is the patient's role in placing this order? 5) If YOU need order or prescription clarification, how are YOU requesting this? I work Wednesday through Friday, 8-4:30 CST. Contact me via phone or email and we'll get this straightened out, I hope. Thanks. Final Business Response / [redacted] (4000, 13, 2015/11/02) */ Thank you for bringing to our attention the concerns expressed. We have left an additional message for the nurse and sent an email detailing each concern listed as well as a list of direct contact information. Thank you again for bringing this matter to our attention. Please consider this matter resolved. Final Consumer Response / [redacted] (2000, 15, 2015/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) A process has been established, will readdress any issues with Edgepark directly if this new process does not resolve patient/customer complaints.

Initial Business Response / [redacted] (1000, 5, 2016/01/20) */ Thank you for bringing to our attention the concerns expressed in the complaint filed on 1/06/A representative spoke to the customer on 8/25/15, 10/30/and 1/06/16, advising that proper documentation from the physician would be required for order shipmentThe necessary documentation was received on 1/14/2016, and the order has shippedThe health plan will process the claim according to the customer's benefits at the time of service We have made several attempts to follow up with the customer to make sure they are satisfied with the resolution that was provided Please consider this matter resolved Thank you again for bringing it to our attention Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company was informed in Octthat there would be no contact with my doctorThe company was told by me to do their own paperworkI told my doctor to have NO contactI faxed the paper to Edgepark that they neededI've followed up with my insurance and what I sent Edgepark was all they neededThis is just an excuse on the companies part since they did the same thing last year and blamed meI informed Edgepark around the first of JanI was going elsewhere for my product when they said they needed paperwork (again) from my doctor before they could send me my order from DecI gave no authorization Final Business Response / [redacted] (4000, 10, 2016/02/02) */ Thank you for bringing to our attention the concerns expressed in this complaint The customer confirmed the order scheduled for shipment on 12/28/and was informed that a copy of the detailed written order was requiredEdgepark faxed the physician's office for this detailed order on 12/28/The detailed written order was received on 1/13/2016, and the order was shipped to the customerWe attempted to contact the patient for further resolutionIf the customer prefers to return any unopened, non-expired product, please have the customer contact Edgepark to coordinate the return We apologize for any misunderstandings Thank you again for bringing this matter to our attention Final Consumer Response / [redacted] (4200, 12, 2016/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) On 12/28/I placed my order and was told then my copay was under $so I ok'd use of my credit card in Dec not Jan I was not told about needing some written order at that timeI was told about written order back in Oct 2015, at that time I informed both Edgepark and my Doctors office that no contact between doctors office and Edgepark was needed, per information I got from my insurance companyOn Jan I located and acquired my supplies from a local Rx, submitted to insurance on Jan Per Edgeparks response they processed an order after Jan and per their response they say there was a shipment after Jan I didn't order in Jan from them and do not believe there was a shipmentThey want a return of WHAT! I want the return of my money they stole from my cardAs for future contact with said company, NO FURTHER CONTACT IS WANTED this is the second year they pulled this same stunt, last year they convinced me it was my fault but not this year, I'm done with them

Thank you for bringing to our attention the concerns expressed in the complaint filedWe have researched the complaint and spoken with the customer to apologize for any inconvenienceThe order was shipped to the customer on 9/20/We have identified opportunities for timely processing and have coached staff appropriatelyAll documentation is currently on file and we anticipate future orders to process timelyWe also provided the customer with a point of contact for any future inquiriesThank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team

Thank you for bringing to our attention the concerns expressedWe have spoken with the customer to apologize for any miscommunication and provide further clarification with the concernsEdgepark recently received additional documentation and will make the necessary adjustments to the accountWe will continue to monitor the account and take the appropriate action if neededThank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team

Initial Business Response / [redacted] (1000, 5, 2016/01/13) */ Thank you for bringing to our attention the concerns expressed in the complaint filed on 1/11/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 accountThe customer has accepted our resolutionPlease consider this matter resolved Thank you again for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (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/I spoke to the company representative MrsR***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 meThe company did not have any other offer then to credit my account the balanceShe asked me to continue to do business with the company, and I could not except that as resolution MrsR [redacted] said she would be sending me a receipt on 1/14/showing a zero balance, but I received a bill insteadI 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 meShe said it was the computers fault that would sends messages on its own when an account has a balanceThe representative indicated she did not have any notes in the computer regarding my accountShe also said I would just have to waitIt would be necessary for me to call back in a few days to see if anything posted to my accountToday 1/15/I received a call from MrsR***She stated she had made a correction to my bill and would be sending me a receipt showing a zero balanceI am still waiting for this receipt, as of 1/16/ 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 cancerThey 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 orderOn 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 arrivedI would have cut ties with this company earlier but did not have extra time during my 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 treatmentNot 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, through June 15, They were here and witnessed the undue stress this company caused us The most recent event happened on the week of January 3, My family members traveled from Brazil South America to help us out had to experience the stress that has been caused by this companyMy 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/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 I will explain with the following eventsMy 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 colostomyI was diagnosed with the dumping syndrome due to a large amount of intestine removedMy oncologist's office supplied Edgepark with the prescription for additional suppliesIt stated I would need a box of sixty plus and additional box of sixty to cover my needs per monthThis became a problem for the associates at Edgepark to understandOn several occasions, I was questioned why I needed additional suppliesI was asked what exactly my medical condition was that would cause me to need additional suppliesTheir questioning made me extremely uncomfortableI do not think they should be asking customers about personal medical conditionsThey should not pressure customers to why it is necessary for additional suppliesThey received my prescription from my doctor that explained it was medically necessaryOn multiple occasions I needed to call my insurance (Tricare) to verify if everything was okayTricare assured me the additional supplies would be coveredThey 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 / [redacted] (4000, 9, 2016/01/20) */ Thank you for bringing this to our attentionWe have spoken to the customer today to apologize for any inconvenienceAn email was also sent today advising her that there is no balance due on the accountThank you again for the feedbackThis matter is resolved

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 inconvenienceAfter review, we have identified areas of opportunity for improved customer service and all agents involved have been coached as neededAt this time, all pending orders have shipped to the customerWe have provided the customer with a direct point of contact and will monitor the account going forward to ensure timely order processingThank 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 spoke with the customer to apologize for any inconvenienceThe customer confirmed the order and was informed of the necessary approval needed from her insurance to continue the processing of the orderPer plan guidelines, specific documentation is required prior to requesting authorization approvalThe documentation was received by the customer’s physician and the request for prior approval was submitted to the insuranceOnce the approval is received, the order will be sent to the customerWe look forward to obtaining the necessary approval to prevent further delayIn the meantime, and based on the customer’s urgent need for supplies, Edgepark shipped partial orders to the customerThe customer was also provided with a direct point of contact for future inquires Again, 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, 2015/11/05) */ case# [redacted] Thank you for bringing to our attention the concerns expressed in the complaint filed on 10/27/We have reviewed the account, reviewed the calls and addressed the representative involvedWe have spoken to the customer, apologized, and provided a direct contact for futureThe customer has accepted our resolutionPlease consider this matter resolved Thank you again for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was contacted by the Director of billing and we spoke in detail about the situationI am completely satisfied with how the matter was addressed and appreciate that they are going to work to better resolve the issues in that department

Thank you for bringing to our attention the concerns expressed in the complaint filedWe have researched the complaint and apologize for any inconvenienceThe proper adjustments have been made to the account and a letter mailed to the customer indicating the current balanceThank 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 have spoken with the customer to apologize for any inconvenienceWe have identified opportunities for an improved ordering experience and are taking the necessary steps to
address all of the customer’s concernsAgain, we apologize for any inconvenience caused by this situationThank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team

Initial Business Response /* (1000, 9, 2015/11/16) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 10/27/We have researched the complaint and have been in contact with the customer via e-mail to apologize for any inconvenience experienced
The
customer is aware that we are still awaiting a response from her insurance provider before we are able to resolve this matter
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 inconvenienceAfter review, we have identified areas of opportunity for improved order processingAt this time, all pending
orders have shipped to the customerWe have provide the customer with a direct point of contact and will monitor the account going forward to ensure timely order processingThank 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 made multiple attempts to contact the customer to address the concerns in the complaintUpon receipt of the required information, the customer’s orders have processed timelyAt this time, all orders have shippedPlease 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 spoken with the customer to apologize for any inconvenienceWe have come to an agreement, and the proper adjustments have been made to the accountThe customer was
satisfied with the resolutionThank you again for bringing this matter to our attentionPlease consider this case closedSincerely, The Edgepark Patient Advocacy Team

Initial Business Response /* (1000, 5, 2015/10/26) */
case# ***
Thank you for bringing to our attention the concerns expressed in the complaint filed on 10/13/We have researched the complaint and spoken with the customer to apologize for any inconvenience
Edgepark found the error
with the return being processedWe completed processing of the return and reshipped the supplies that were requestedAll necessary adjustments have been made to the account
Thank you again for bringing this matter to our attention
Initial Consumer Rebuttal /* (2000, 7, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Edgepark has sent out the order and we are satisfied

Thank you for bringing to our attention the concerns expressed in the complaint filedWe have spoken with the customer, explained the billing process and apologized for any inconvenienceThis is a duplicate case filed and the response was uploaded to case # ***Thank 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 identified the issue listed in the complaint and attempted to speak with the customer to apologize for any inconvenienceWe updated the customer’s account to reflect the proper coverage and made
improvements to avoid this issue moving forwardThank 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 on 3/19/We have attempted to reach out to the customer to apologize for any inconvenienceBased on review, we have made the necessary adjustments to the customer’s accountWe have also identified areas of
opportunity for improved agent interaction and the agents involved has been coached appropriatelyAgain, we apologize for any inconvenience experiencedThank 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 4/5/We have researched the complaint and spoken with the customer to apologize for any inconvenienceThe customer placed an order on 3/29/for suppliesOn 4/3/insurance benefits were quoted at 100%
coverageThe customer reviewed her claim status on her insurance web portal, and stated the supplies are a pharmacy benefit and would not be covered by EdgeparkThe customer requested to return the supplies, and was sent a return labelUpon receipt of the returned supplies the customer’s account will be adjusted accordinglyThank you again for bringing this matter to our attentionSincerely, The Edgepark Customer Advocacy Team