Edgepark Medical Supplies

Initial Business Response /* (1000, 5, 2016/02/02) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 1/22/We have researched the complaint and made several attempts to speak to the customer to apologize for any inconvenience
The requested order has
shipped to the customerWe apologize for the miscommunication and for any delayPlease consider this matter resolved at this time
Thank you again for bringing this matter to our attention
Initial Consumer Rebuttal /* (2000, 7, 2016/02/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am not sure what "attempts" Edge Park made to contact me and I know they have my correct information or they wouldn't be able to tell me a bill is ready to be paidFurther, I am certain, this doesn't resolve the problem of extremely poor customer service experienced by all of their customersHire more people if you need to and get you house in orderDid I finally get my order, yesDid it take a report to the Revdex.com, yesAm I satisfied with Edge Park, NO!

Thank you for bringing to our attention the concerns expressed in the complaint filedWe have researched the complaint and have attempted to resolve all issues listed through emailThe customer was provided an itemized statement on 7/25/and confirmed receipt of the statement on 8/1/Edgepark is billing the customer based on the explanation of benefits provided by the insurance plan, and after further investigation, the current reflecting balance is accurateWe encourage the customer to arrange a new payment planWe have provided the customer with direct contact information as well as our hours of operation to help resolve the issueWe apologize for any misunderstandingEdgepark considers this complaint closedThank you again for bringing it to our attentionSincerely, The Edgepark Patient Advocacy Team

Initial Business Response /* (1000, 10, 2015/08/07) */
Attn: ***
Revdex.com of Akron
West Market Street
Akron, OH
08/05/
RE: ***
Dear ***
Thank you for bringing to our attention the concerns expressed in the complaint filed
on 07/16/We have researched the complaint and left a message with the customer to apologize for any inconvenience
The customer's package was delivered on the day it was promised, however, we did not communicate throughout the process as the customer had requestedWe have also followed up on the additional issues the customer was having in regards to receiving the requested trareturn packaging
The issues that occurred on the customer's account have been addressed and the account has been documented correctly for future orders
Thank you again for bringing this matter to our attention
Sincerely,
Pamela B***
Edgepark Assistant Privacy Officer

Thank you for bringing to our attention the concerns
expressed in the complaint filed on 6/10/17.
We have researched the complaint
and spoken with the customer to apologize for any inconvenience
Edgepark has
attempted to obtain authorization from the customer’s insurance
Once approval
from the health plan is received, the order will ship to the customerWe have
also given the customer a direct point of contact for any future questions or
concerns
Thank you again for bringing this matter to our
attention
Sincerely,
The Edgepark Patient Advocacy Team

Initial Business Response /* (1000, 5, 2016/01/21) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 1/7/
Based on the review of the account, Edgepark has determined that there are no additional adjustments needed at this timeWe have spoken with
the customer to apologize for any misunderstanding and inconvenience this has causedPlease 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 filedBased on the review of the account, the appropriate adjustments were made and credits were issued to the appropriate partiesAt this time the balance reflected remains the customer’s responsibilityWe have
attempted to contact the customer to coordinate payment arrangementsWe apologize for any inconvenienceThank 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 spoke with the customer to apologize for any inconvenienceBased on the review of the account, the balance reflected for date of service 9/28/is accurateThe order in
question was processed and billed according to the member’s plan benefitsThank 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 8/1/We have researched the complaint and spoken with the customer to apologize for any inconvenienceWe have explained to the customer the correct billing procedure set forth by the insurance companyThe
customer understands the insurance company’s guidelines for the claims billing process. Please consider this matter resolvedThank 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 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 have been
made to the customer’s account and the customer has been refundedThank 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 spoken with the customer to apologize for any inconvenienceThe customer’s account is accurate and reflects a zero-balance duePlease consider this 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 the complaint filedWe have researched the complaint and have attempted to speak with the customer to apologize for any inconvenience. We have identified opportunities for improvement in this customer’s interactionsAll agents
involved have been coached appropriatelyThe customer is no longer ordering supplies through Edgepark.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 6/6/We have researched the complaint and spoken with the customer to apologize for any inconvenienceWe have identified opportunities for improvement in this customer’s interactionsThe agents involved
have been coachedOrders for this customer have been delayed due to limited stockWe have shipped our available supply to the customer and made updates to our minimum stock requirements to ensure that the customer’s needs are met for any future orders. We also have identified the source of the customer’s difficulty accessing her online accountThe error has been corrected and access restoredThank 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 the complaint filed on 11/29/We have researched the complaint and contacted the customer to apologize for any inconvenienceWe reviewed claim processing and the cost of the customer’s order, and came to a mutual
agreement regarding the amount dueThe customer is satisfied with this resolutionPlease consider this matter resolvedThank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team

I am rejecting this response because:Edgepark has been working with me very well but we are still trying to resolve some insurance issues before everything can be resolvedWe need more time before this issue can be resolved

Thank you for bringing to our attention the concerns expressed in the complaint filed on 7/12/We have researched the complaint and spoke with the customer to apologize for any inconvenienceThe correct item was shipped to the customer on 7/12/at no costEdgepark will honor the refund
request for the incorrect products the customer returned at his own expense, upon receiving the returned order and a valid receipt from 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 meAt this time I'm satisfied with the response, hoping it is follow through as stated Thank you and appreciated the help you have done

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 pending order shipped to the customer on 12/7/We have identified opportunities for improved communication
and are taking the necessary action to coach staff appropriatelyTo avoid future order delays, we are working to obtain all required documentationWe will continue to monitor the accountThank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team

Initial Business Response /* (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 extensively to apologize for any inconvenience and to identify all concerns
We
have identified the patient's concerns and have fixed the areas that required correctionWe have also explained to the patient what has been corrected and that going forward there should be no further occurrences with future ordersThe patient's next two orders will be closely monitored to assure timely deliveryWe consider this matter resolved
Thank you again for bringing this matter to our attention
Sincerely,
Jerry D***
Senior Analyst Patient Advocacy Representative
Final Business Response /* (1000, 14, 2016/05/24) */
Thank you for bringing to our attention the concerns expressed in the complaint filed 2/22/We have researched the complaint and spoken with the customer to apologize for any inconvenience
We have explained to the customer the cycle of the orders placed and will communicate with the customer on each order for the next four months to confirm the ship datesThe customer is in agreement with this proposal and has been assigned a direct contact at Edgepark
Please consider this matter resolved.Thank you again for bringing it to our attention
Sincerely,
Jerry D***
SrAnalyst, Patient Advocate

I am rejecting this response because:An order for December was in fact made on 11/and Edgepark cancelled the order by their own admissionNow they are trying to cover their mistake by saying that my husband cancelled the order, when in fact he was cancelling a duplicate order only. I stand by my original complaint and still request the same action be taken.*** ***

Initial Business Response /* (1000, 5, 2016/02/10) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 1/28/We have researched the complaint and spoken to the customer to apologize for any inconvenience
We added the customer's account to our Supervisor
FollCalendar and gave her a direct contact with whom to confirm future ordersThe customer was satisfied with this resolutionPlease consider this matter resolvedThank you again for bringing it to our attention