Edgepark Medical Supplies

Thank you for bringing to our attention the concerns expressed in the complaint filed. We have researched the complaint and spoke with the customer to apologize for any inconvenience. After a review of the account, Edgepark has processed the customer’s orders within 24 hours of confirmation....

However, we did identify a change with the location that the orders are shipping from. We made the appropriate recommendations to the customer to allow for an extra day for delivery going forward. Again, we apologize for any inconvenience experienced. Thank you again for bringing this matter to our attention. Sincerely, The Edgepark Patient Advocacy Team

Initial Business Response /* (1000, 5, 2016/03/22) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 3/8/2016. We have researched the complaint and made several attempts to contact the customer to apologize for any inconvenience.
Based on the review of...

the account, the balance reflected is accurate. We look forward to speaking with the customer regarding the details of their balance, and providing options moving forward. Please consider this matter resolved at this time.
Thank you again for bringing this matter to our attention.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
2 generic messages where left on my phone while I was out of town without a direct extension to reach anyone specific in regards to my account/complaint. I called back and had a representative give me a direct extension based on my account to someone that had contacted me to discuss my account and I left a message.
Final Business Response /* (4000, 9, 2016/04/01) */
Thank you for bringing to our attention the concerns expressed in the complaint filed. We have spoken to the customer and are working toward a resolution.
The customer is aware that we did not receive payment for the balance in question. The customer will be returning a portion of the order to reduce the amount due. The necessary adjustments will be completed upon receipt of the returned product.

Please consider this matter resolved. Thank you again for bringing it to our attention.
Final Consumer Response /* (2000, 11, 2016/04/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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. Doctors order/prescription was still in effect for 2017, when order was placed. A Colostomy does not repair nor reverse itself. This is a lifetime illness. I have placed the order and order was charged per 2017 billing cycle. When 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 building. I talked with Doctor M[redacted]s nurse and was informed Edgepark does not accept 'verbal' prescriptions and a form would need to be sent from Edgepark. Order has been filled/received and should this happen in the future again I will respond accordingly. Thank you, Audrey ** D[redacted]

We have reviewed the customer’s response and remain committed to our position. Thank you again for bringing this to our attention. Edgepark considers this matter closed. Sincerely, The Edgepark Patient Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filed. We have researched the complaint and apologize for any inconvenience. Edgepark received a request for an order on 9/12/17. Prior authorization is required and per health plan guidelines, specific documentation...

is required before requesting an authorization. All necessary documentation was received and the request for authorization was submitted to the plan on 9/22/17. The authorization approval was obtained on 9/28/17 and the order was shipped on 9/29/17.   We have been in communication with the customer throughout the order process. Again, we apologize for any inconvenience experienced. Thank you again for bringing this matter to our attention. Sincerely, The Edgepark Patient Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filed. We have researched the complaint and attempted to speak with the customer to apologize for any inconvenience. The customer is currently enrolled in our reminder program. The order generated in our system on 11/23/16 and the agreement took place with the customer on 11/29/16. The order shipped and was charged to the customer on 12/6/16. A refund has been issued to the customer, and a claim has been submitted to the insurance provider. Edgepark has taken the necessary step to ensure proper processing of future orders per our agreement with the customer. The customer has also been given a direct point of contact for future questions or concerns. Thank you again for bringing this matter to our attention. Sincerely, The Edgepark Patient Advocacy Team

Dear Revdex.com, Thank you for bringing to our attention the concerns expressed in the complaint filed 8/15/16. We have researched the complaint and spoken with the customer to apologize for any inconvenience. We identified the issue that caused the billing discrepancy. The necessary adjustments have been...

made to the customer’s account, and we have refunded the resulting overpayment. We have also notified the customer’s health plan of the difference. Again, we apologize for any inconvenience caused by this situation. The customer has a direct point of contact with Edgepark for any future questions or concerns. Thank you again for bringing this matter to our attention. Sincerely, The Patient Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filed on 4/16/17. We have researched the complaint and spoken with the customer to apologize for any inconvenience. We have addressed the areas of concern with the customer and taken the necessary steps to resolve this...

complaint. Thank you again for bringing this matter to our attention. Sincerely, The Edgepark Patient Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filed. We have researched the complaint and attempted to speak with the customer to apologize for any inconvenience. The 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 responsibility. Thank you again for bringing this matter to our attention. Sincerely, The Edgepark Customer Advocacy Team

I am rejecting this response because:
I was told by the company on 12/02/2016 that I would be billed the appropriate amount after it was submitted to the insurance and that my credit card would not be charged for this order. My credit card was billed $128.70 today 12/06/2016. And then I will be billed again after the insurance

Initial Business Response /* (1000, 5, 2016/01/20) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 1/06/2016. A representative spoke to the customer on 8/25/15, 10/30/15 and 1/06/16, advising that proper documentation from the physician would be required...

for order shipment. The necessary documentation was received on 1/14/2016, and the order has shipped. The 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 /* (3000, 7, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company was informed in Oct. 2015 that there would be no contact with my doctor. The company was told by me to do their own paperwork. I told my doctor to have NO contact. I faxed the paper to Edgepark that they needed. I've followed up with my insurance and what I sent Edgepark was all they needed. This is just an excuse on the companies part since they did the same thing last year and blamed me. I informed Edgepark around the first of Jan. 2016 I was going elsewhere for my product when they said they needed paperwork (again) from my doctor before they could send me my order from Dec. 2015 I gave no authorization.
Final Business Response /* (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 12/28/2015 and was informed that a copy of the detailed written order was required. Edgepark faxed the physician's office for this detailed order on 12/28/2015. The detailed written order was received on 1/13/2016, and the order was shipped to the customer. We attempted to contact the patient for further resolution. If 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 /* (4200, 12, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 12/28/15 I placed my order and was told then my copay was under $30.00 so I ok'd use of my credit card in Dec 2015 not Jan 2016. I was not told about needing some written order at that time. I 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 company. On Jan 7 2016 I located and acquired my supplies from a local Rx, submitted to insurance on Jan 12 2016. Per Edgeparks response they processed an order after Jan 7 2016 and per their response they say there was a shipment after Jan 13 2016. I didn't order in Jan 2016 from them and do not believe there was a shipment. They want a return of WHAT! I want the return of my money they stole from my card. As 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 filed on 5/1/17. We have investigated the complaint and spoken with the customer to apologize for any inconvenience. We have coached agents involved for improvement. Please consider this matter closed. Thank you again for bringing this matter to our attention. Sincerely, The Edgepark Patient Advocacy Team

We are a provider of medical products. We have researched the complaint and determined that the claims in this case were handled appropriately in accordance with our procedures. Any product warranty issues are the responsibility of the manufacturer. We spoke with the customer to apologize for any...

inconvenience.   Thank you again for bringing this matter to our attention. Sincerely, The Edgepark Patient Advocacy Team

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 inconvenience. After review, we have identified areas of opportunity for improved customer service and all agents...

involved have been coached as needed. At this time, all pending orders have shipped to the customer. We have provided the customer with a direct point of contact and will monitor the account going forward to ensure timely order processing. 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 9/24/16. We have researched the complaint and attempted to speak with the customer to apologize for any inconvenience. Here is a timeline of our efforts to resolve the issue: • 9/11/16 – The customer confirmed...

the order using the internet. • 9/12/16 – An e-mail was sent to the customer advising of a previous balance due and updated documentation from the doctor needed to secure approval from the insurance. Edgepark sent the doctor the request for the updated document. • 9/13/16 – The customer paid the past-due balance. • 9/21/16 – We spoke to the doctor’s office to follow up on our request. • 9/22/16 – We received the signed document from the doctor and submitted the authorization request for approval to the insurance. An Edgepark representative followed up to check the status of the pending authorization on 9/23/16 and 9/26/16. • 9/27/16 – The authorization request was approved and Edgepark attempted to process the customer’s payment and ship the order, but the charge did not go through. • 9/29/16 – The payment was processed and the order shipped. Again, we apologize for any inconvenience experienced. Thank you again for bringing this matter to our attention. Sincerely, The Patient Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filed. We have researched the complaint and attempted to speak with the customer to apologize for any inconvenience. The proper adjustments have been made to the customer’s account and the customer currently has a...

zero-balance due. Thank you again for bringing this matter to our attention. Sincerely, The Edgepark Patient Advocacy Team

Final Consumer Response /* (2000, 7, 2015/07/27) */
PLEASE CLOSE THIS COMPLAINT.
IT IS SOLVED.
IT IS RESOLVED.
THANK YOU.
VICTOR C[redacted]

Initial Business Response /* (1000, 5, 2015/07/21) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 07/13/2015. We have reviewed the account and all documentation involved. We have spoken to the customer, apologized and addressed all issues noted. The...

customer has received a supplemental order in addition to the pending order as of 07/18/15. There are processes in place to help prevent some of the issues the customer experienced. Those processes will be reviewed and coaching provided for the representatives involved. Please 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 5/3/17. We have researched the complaint and apologize for any inconvenience. We have confirmed that the descriptions on our website of our products are accurate. We apologize for any confusion regarding the...

descriptions. The appropriate adjustments were made to the account and the customer was refunded on 3/27/17. Thank you again for bringing this matter to our attention. Sincerely, The Edgepark Patient Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filed. Edgepark has investigated the issues listed in the customer’s complaint and has taken the appropriate action for resolution.We made several attempts to provide further explanation to the customer and apologize for...

any inconvenience. We have provided the customer through email with a direct point of contact for any further questions or issues. We will continue to monitor the account to ensure timely processing of orders.Thank you again for bringing it to our attention.Sincerely, The Edgepark Patient Advocacy Team