Edgepark Medical Supplies

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meEdgepark has contacted us and is working to resolve our case, but it has not been resolved yet. Thank you

(Consumer submitted receipts)

Thank you for bringing to our attention the concerns expressed in the complaint filed on 1/3/We have researched the complaint and spoke with the customer to apologize for any inconvenienceThrough investigating the complaint, an order was requested on 1/2/and it was shipped to the customer
on 1/3/The customer was billed according to the explanation of benefits provided by their health planWe were unable to locate any attempts made by the customer to contact Edgepark in the month of DecemberThank you again for bringing it to our attentionSincerely, The Edgepark Patient Advocacy Team

Initial Business Response /* (1000, 5, 2015/11/23) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 11/16/We have researched the complaint and attempted to reach out to the customer to apologize for any miscommunication and inconvenience this has
caused
Edgepark shipped a complimentary order on 11/16/due to the delay of the scheduled orderWe have added the account to our follcalendar to ensure there are no future delaysWe have not heard back from the customer to confirm if they are satisfied with this adjustment, however we consider this matter to be 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 2/20/We have researched the complaint and attempted to reach the customer to apologize for any inconvenienceAt this time, the customer’s order has shippedWe will continue to monitor the customer’s
account to ensure orders process timelyThank 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 attempted to speak with the customer to apologize for any inconvenienceAfter a review of the account, the customer was issued the appropriate refundNo further action is
needed. Again, we apologize for any inconvenience experiencedThank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team

Initial Business Response /* (1000, 5, 2015/08/10) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 08/04/We made several unsuccessful attempts to contact the customer in June, and on 07/25/the order was canceled due to an unresolved issue with
the physician's officeOn 07/27/a new order was placed which the customer confirmed on 07/29/On 07/31/we shipped the customer a partial order and left a voice message for the customer requesting additional information needed to process the full orderThe remainder of the original order was shipped on 08/04/15, after the required documentation and authorization was received
Please note that the customer called Edgepark on 07/31/and became verbally abusive and vulgar to the representativesBecause of this, we will not contact the customer to follow up on this complaint; however, we will continue to service the customer as requested as long as the proper documentation is receivedWe have placed the order on our supervisor follcalendar to ensure timely delivery
Thank you again for bringing this matter to our attentionPlease consider it resolved
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Edgepark medical never contacted me and cancelled the originally order without notifying meThis order was over months old
On the calls Edgepark is referring to, the Edgepark staff was indeed vulgar and rude to meI never once was rude or vulgarI contacted my insurance company and doctors office and they have no records of Edgepark contacting themAdditionally I requested information from Edgepark through fax or emails or call logs showing they contacted my insurance company and doctors officeThey could not produce these records showing in fact they liedThey should not be allowed to conduct business in this manner and I would like a response to this from the Revdex.com

Thank you for bringing to our attention the concerns expressed in the complaint filed on 9/25/We have researched the complaint and spoken with the customer to apologize for any inconvenienceEdgepark is in contact with the insurance provider to make the necessary adjustments to the customer’s
account to allow claims to process correctlyAll pending orders have shipped and we provided the customer with a direct point of contact with EdgeparkWe will continue to monitor the account to alleviate any future issuesThank 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 spoken with the customer to apologize for any inconvenienceWe have identified the billing error and made the necessary adjustments to the accountThe customer currently
has a zero balanceWe have addressed all other concerns listed in the customer’s complaint and have coached staff accordinglyThank 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.I however reserve the right to open again if credit is not applied as promised and statement sent to me Thank you for your assistance.*** ***

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 inconvenienceAll necessary documentation is on file and the appropriate adjustments have been made to the accountThere is no
further action needed at this time Thank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team

I am rejecting this response because: Edgepark did try to contact me leaving me messages. I also tried calling them back several times at the extension given however have not received a return call. I spoke with a representative to try to get in touch with the person who called via extension since they did not leave their name. The representative transferred me to their voicemail to which I left a message. I did receive an email however that is just not acceptable since I need to speak with someone to clear up these issues. I stated I can be reached after 4:pm M-F and on Saturday and Sunday. Their response at this point is not acceptable to me. The issues have not been rectified nor has contact with an actual person at Edgepark (in authority to fix the problems) been made. Again, I feel as though their customer service and response to issues that have been consistent are just not acceptable. Carolyn Burbank

Initial Business Response /* (1000, 5, 2016/05/20) */
Dear Revdex.com,
Thank you for bringing to our attention the concerns expressed in the complaint filed on 5/13/We have researched the complaint and spoken with the customer to apologize for any misunderstanding
Based on the most recent
Explanation of Benefits, the amount charged was correct and there is no refund due at this timeWe have discussed this with the customer and sent a detailed statement to support the amount charged
Thank you again for bringing this matter to our attentionPlease consider this matter resolved
Sincerely,
The Patient Advocacy Team

I am rejecting this response because: Our complaint was that they refused to submit our claim to the insurance without ever telling usThus we were charged for the full amountAll they did was refund us, while simultaneously re-billing us

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 inconvenience. After a review of the account, the returned items were receivedThe customer was refunded accordingly, and
all necessary adjustments were made to the accountAn itemized receipt has been mailed to the customer.Again, 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 spoke with the customer to apologize for any inconvenienceThe order was shipped to the customer and Edgepark is working with the customer’s health plan to ensure proper
processing of claimsThe proper adjustments will be made to the customer’s account upon receipt of the completed claimsFor future inquiries, the customer was provided with a direct point of contact at EdgeparkThank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team

Initial Business Response /* (1000, 6, 2016/03/11) */
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
The necessary adjustments have been made to the
account, and the customer was directed to our Web site for a copy of our return policyThe customer was satisfied with this resolutionThank you again for bringing this matter to our attention
Initial Consumer Rebuttal /* (2000, 8, 2016/03/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company gave me full credit for the merchandise in questionThey also assured me that their return policies will be clearer in the future

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 requested order has shipped to the customerWe will continue to monitor the accountWe have provided the
customer with a direct point of contact for future needsWe apologize for any miscommunication that may have contributed to the delay in getting the orderThank 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 9/12/We have researched the complaint and attempted to speak with the customer to apologize for any inconvenience experiencedAfter a review of the balance in question, we have identified an error that
occurred with our internal statement processAlthough the insurance claim was processed correctly we have made the appropriate adjustment based on the age of the date of service involvedPlease 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 spoken with the customer to apologize for any inconvenienceWe have identified the error, refunded the customer and coached our staff to ensure future orders are processed
correctly. Again, we apologize for any inconvenience this may have causedThank you for bringing it to our attentionSincerely, The Edgepark Patient Advocacy Team