Edgepark Medical Supplies

Initial Business Response /* (1000, 5, 2016/03/03) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 2/29/We have researched the complaint and spoken with the customer to apologize for any inconvenience
We have come to a resolution that both parties
have agreed uponThe necessary adjustments have been made to the accountNo further action is needed at this timePlease consider this matter resolved
Thank you again for bringing this matter to our attention
Initial Consumer Rebuttal /* (2000, 7, 2016/03/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Following the Revdex.com complaint, the business contacted us and a resolution has been agreed to

Tell us why here..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 an audit of the account, the necessary adjustments were madeSincerely, The Edgepark
Customer Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filed on 3/22/We have researched the complaint and spoken with the customer to apologize for any inconvenienceThe customer was billed based on the Explanation of Benefits from the insuranceWe have explained the
remaining balance and coordinated a payment arrangement with the customerThank 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 ***, and find that this resolution is satisfactory to me

Dear Revdex.com, 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 refunded the customer according to the explanation of benefits and have
addressed her concerns All pending orders have shipped to the customer and she has been provided a point of contact for any future questions or concerns 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 filedWe have researched the complaint and spoken with the customer to apologize for any miscommunication and provided further clarification with her concerns. After a review of the account, the balance reflected
for date of service 5/14/is accurateThe customer enrolled in email communication onlyMonthly email communications were sent reflecting the customer’s balance from 1/28/16-2/22/Because Edgepark received no communication from the customer, the balance was transferred to a third-party collection agency. An Edgepark agent referred the customer to the collection agency for resolution. Thank you for bringing it to our attention.Sincerely, The Edgepark Customer Advocacy Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I got a letter stating they would help me, its not about that , its nobody cares without my supplies I would diei dont want to contact them ive spent a lot of time on the phone, I even left work to be able to get this resolvedthank you hope the people that work there start taking this serious

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 miscommunication. After further review, emailed communications to the customer have been confirmed accurateThe emailed link displays real-time informationNo balance currently displays as the balance has been transferred to a third-party agencyThe agent involved has been coached appropriately for improved customer interactions.Again we apologize for any misunderstanding this may have causedThank you 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 6/6/We have researched the complaint and spoken with the customer to apologize for any inconvenienceWe have identified an error that caused an over-shipment of supplies to the customerAt this time, the customer has no balance for these suppliesPlease 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 ***, and find that this resolution is satisfactory to meI was really offered a choiceBut I am tired of seeing the bill in the mailThere were no offers of lowered amountOr no expectation of better customer service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIt did not resoce my issue but I understand why the issue happenedOne particular note is that the lady expressed to me I would have to find a new supplierWhich I do not know why that would be the case

I am rejecting this response because they called me and so far they did not offer any resolutionThey said that they will look into it further and call me back, but it`s been several days and they did not call me back

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, the customer’s current order is holding for authorization
from the health planOnce authorization is received, the order will be shipped to the customerWe will continue to monitor the account going forward to help ensure timely order processingOnce we speak with the customer, we can address her additional concernsThank you again for bringing it to our attentionSincerely, The Edgepark Customer Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filed on 11/27/The customer agreed to pay out-of-pocket for the order at the time of serviceHowever, we were informed the charges were disputed with the credit card companyA claim will be filed to the insurance
on the customer’s behalfThe proper adjustments will be made to the account once the claims have been processedWe have spoken with the customer, apologized for any inconvenience and provided the customer with a direct contact for further questionsThank 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 insuranceWe have attempted to reach the customer to offer options for
resolutionThank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team

I am rejecting this response because: I find the company not being fair in this matter, and not bringing this matter up to executive office. It is really shame how we are treated by them. I only choose this company base on their presentation at the Children With Diabetes ConferenceWhich I and my family goes to every yearI will be sharing my experience with others and the people at the conference this yearSo people are aware before they choose to do any business with EdgeparkIt is a shame Edgepark could quickly take your money however, they are not quickly to take full responsibility and provide something in returnWe was hoping someone with a heart in that company would had look into this further and make things rightThis company should be a shame on how they treat people and services they provideThis matter will not stop here and go awayUntil this company takes full reponsibility

Initial Business Response /* (1000, 5, 2015/08/13) */
Case #***-Thank you for bringing to our attention the concerns expressed in the complaint filed on 08/03/We have reviewed the account and found there were multiple delays in processing for the order due to an authorization update that
was required by the insurance, as well as an issue with the customer's credit card on fileEdgepark cancelled the order per the customer's request; however, an additional order was later shipped to the customer, based on the urgency of the complaint we receivedEdgepark has set up a return for this order per the customer's requestThe customer advised Edgepark that he will determine whether we are to continue service to him, and we provided him with a direct contact for future ordering needs
Thank you again for bringing this matter to our attentionPlease consider it resolved
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because, as expected, Edgepark has taken no accountability for this issueThey blamie it on insurance authorizations and credit card issues and accept no responsibilityDuring my conversations with Edgepark, as stated in my original complaint, Edgepark informed me that they had received insurance authorizations for either or months, depending on the person I talked to during my callDuring our April conversation, they informed me that I was authorized for months (I remember because this took us to October 2015--my wife's birthday), but the issues and delays continueAdditionally, we have had no issues with credit cardsSomehow, they have been able to collect our copay each and every time without delay on the same credit card
While I dispute that these issues even exist, there is clearly an issue with the process at EdgeparkIf they had existed, there was no communication from Edgepark proactivelyI would assume that if there was a credit card issue, I or my wife would have been contactedThis didn't happenI would also expect the same if there was an insurance authorization issue, but again, this never happened resulting in significant delays
To restate, I do not accept Edgepark's response because they claim no responsibility for the delays that occurredRegarrdless of the reason, Edgepark has the opportunity to communicate, at the very least, to inform the customer and prevent the anxiety and potential harm that could result from the delays
Above they state that an additional order was sent based on the urgency of the complaint when in fact it was sent in errorAgain, this represents broader issues that exist at Edgepark
Please do not consider this issue resolvedThere is clearly something broken at Edgepark that needs to be fixedThis complaint will not be resolved until it is fixed

Thank you for bringing to our attention the concerns expressed in the complaint filed on 1/16/We have spoken with the customer to apologize for any inconvenience and offered options for a resolutionBased on the review of the account, the balance reflected for date of service 1/30/is
accurateWe have recommended that the customer reach out to her health plan, and have provided a direct point of contact for any additional questions or concerns Thank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team

I am rejecting this response because:Edgepark resources told me that my bill will be credited upon insurance paymentAs I mentioned before, I am still looking for that final bill so that I can be satisfied on that part of our agreement. I do not understand why the billing department takes so long to hear from the insurance, when 90% of businesses know that amount before the procedure. I would like to see Edgepark verify insurance on orders to expedite shipment of needed medical supplies within or days. Then, I would like to see better communication between Edgepark and Alere in regards to shipping these confirmed orders. I appreciate that Edgepark resources gave me a direct line and better way to handle my future orders. However, I am still concerned on their practice of doing things, as a business for the other customers and would like to see their executive staff address these concerns with a better solution for all.I am also concerned that Alere, through Edgepark is the only place that I can get these test strips for my monitor. I del as if they have a monopoly on these needed medical supplies. Is there any other place to get these medical supplies for this INR monitor, like a medical store, pharmacy or Walmart?More availability of product and competition could also solve this problem. I just would like to a future plan in place by Edgepark, or a meeting to discuss these issues. Thanks!

Initial Business Response /* (1000, 5, 2016/01/21) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 1/13/We have researched the complaint and made several attempts to speak to the customer to apologize for any inconvenience
Based on the review of
the account, Edgepark has determined that there are no additional adjustments needed at this timeThe order will be placed on hold until we get a response from the customerPlease consider this matter resolved at this time
Thank you again for bringing this matter to our attention