Edgepark Medical Supplies

Initial Business Response /* (1000, 11, 2015/11/09) */
We have been in contact with the customer's advocate and offered a resolution. The customer has 15 days to respond to our suggested resolution. We will provide a final response by 11/20/15.
Initial Consumer Rebuttal /* (3000, 13,...

2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Edgepark's proposed resolution was for me to pay 50% of what they say I owe them. I do not owe them anything, as stated before, I would not have ordered the product if I knew I was to pay anything. In good faith, I have been working to get this resolved since 2012, with little assistance from Edgepark, including being transferred from Edgepark's departments to departments, calls of mine not being returned, additional insurance forms sent to various insurances and Rx providers, calls that Edgepark said they could not help me as their computers were down, and others issues. This has occurred from current date back into 2012.
One of my initial calls when I was discussing this with an Edgepark representative stated that it was fully covered by my insurance. This call according to the Edgepark's phone system was to be recorded, but Edgepark cannot find the recording.
Edgepark told me that it was fully covered by insurance. See previous letter, dated September 26, 2014, I mailed to Edgepark that resolved this effective November 1, 2014.
Why would I agree to pay Edgepark money for their mistake and for something I would not have ordered if I knew it was going to cost me? This make no sense to me, nor do I believe it would to others.
So again, the resolution is for all of us to drop it and move on from this. And agree that we both made mistakes.
If needed, we can return the unused portions of the product to Edgepark that I still have.
Final Business Response /* (4000, 15, 2015/11/16) */
Thank you for bringing to our attention the concerns expressed in the complaint filed. We have researched the complaint and spoke with the customer's patient advocate to apologize for any inconvenience experienced and update the proposed resolution.
Although the insurance claim was processed correctly we have made the appropriate adjustment based on the age of the date of service involved. The appropriate documentation has been sent to the customer. Please consider this matter resolved.
Thank you again for bringing this matter to our attention.
Final Consumer Response /* (2000, 17, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks to Edgepark for carefully considering the resolution. I am sure we are all glad this is behind us and we can move forward.

Thank you for bringing to our attention the concerns expressed in the complaint filed on 1/17/17. We have researched the complaint and spoken with the customer to apologize for any inconvenience. We will monitor orders to ensure proper handling of the account going forward. The customer has been...

provided a direct point of contact for any additional questions or concerns. 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 this review.  We have researched the complaint and apologize for any inconvenience.  The customer’s order shipped and was delivered on1/30/18. After review, we have identified areas for improved communication and have...

coached all agents involved. We have spoken with the customer and have assigned a representative to assist with future questions or concerns. We will continue to monitor the account to ensure efficient order processing going forward.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 this complaint filed. We have researched the complaint and have spoken to the customer to apologize for any inconvenience.   The necessary adjustments have been made to the customer’s account. Please consider this matter...

resolved. Thank you again for bringing it to our attention. Sincerely, The Edgepark Patient Advocacy Team

Initial Business Response /* (1000, 5, 2016/06/21) */
Dear Revdex.com,
Thank you for bringing to our attention the concerns expressed in the complaint submitted 6/9/16. We have researched the complaint and spoken with the customer to apologize for any inconvenience.
The claim in question has been...

resubmitted to the insurance plan for correct processing. We anticipate the processing of the claim will resolve any outstanding balance for the order.
Thank you again for bringing this matter to our attention.
Sincerely,
The Patient Advocacy Team
Initial Consumer Rebuttal /* (2000, 7, 2016/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Edgepark promptly investigated the claim and contacted me when they were able to discover what went wrong. They have since followed up with an insurance company involved and are awaiting processing of a claim. They have continued to keep me updated throughout the process and we both expect the matter to be settled once the insurance company is able to properly process the claim. We both expect that the matter should then be concluded and I appreciate that Edgepark has worked to resolve the matter.

Initial Business Response /* (1000, 5, 2016/03/04) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 2/22/16. We have researched the complaint and spoken with the customer to apologize for any inconvenience.
We have identified the error and have made...

all of the necessary adjustments to the patient's account. The customer should not encounter any more difficulty.

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 3/9/17. We have researched the complaint and identified the cause of the customer’s concern. We have spoken with the customer to apologize for any inconvenience and have clarified the order process. The customer...

has a direct point of contact for any future questions or concerns. Thank you again for bringing this matter to our attention. Sincerely, The Patient Advocacy Team

Initial Business Response /* (1000, 5, 2016/05/10) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 5/1/16. We have researched the complaint and apologize for any inconvenience this has caused.
On 5/2/16 we spoke to the customer and set up an exchange...

for the correct item the customer needed. Edgepark explained that the items being exchanged were the same value, and would not be any additional cost for the customer. Edgepark also informed the customer we updated the account to ensure the right item is sent going forward. A return label was emailed to the customer to send the incorrect item back at their request. The new item shipped on 5/4/16 and was delivered on 5/6/16.

The amount that was due at the time of the order was based off the quote of benefits from the insurance. The customer was made aware that they would be reimbursed if the insurance processed the claim with less customer responsibility due. Again we apologize for the misunderstanding.
Thank you again for bringing this matter to our attention.
Initial Consumer Rebuttal /* (2000, 7, 2016/05/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the return label and mailed the incorrect product back on 4/9/2016. You should be receiving it soon. I thank you for your quick response and action when correcting the mistake made, however my opinion of your company will still remain unchanged for the time being. I wholly believe your company is incapable of learning from it's mistakes because I get promises of improvement time and time again but every time I end up doing business with you there's some other problem that ends up needing to be corrected. You are dealing with people's health and this is NOT the way you should handle your business. Correct your mistakes, learn from them, build off of them and hire and train the correct people. If you are getting multiple complaints about a problem over and over, then you should realize something is very wrong. Take responsibility for that and fix it. Don't just promise it'll be taken care of and do nothing. Fix it. I'm glad my condition wasn't made worse by these last few mistakes, but I can't say that for the other people who's orders you've screwed up, and sooner or later someone will be seriously hurt. I hope that day doesn't come and this is truly the time responsibility is taken up in your company.

Thank you for bringing to our attention the concerns expressed in this complaint.  We have researched the complaint and have spoken to the customer to apologize for any inconvenience. After review, Edgepark has identified a processing error which resulted in a delay in updating the customer’s...

account. At this time, all necessary adjustments have been made to the customer’s account and we have provided a direct point of contact for future issues or concerns. 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 9/5/17. We have researched the complaint and spoken with the customer to apologize for any inconvenience. We have shipped out the customer’s supplies and made the proper corrections to the account.  The...

customer’s account will continue to be monitored to ensure timely order processing. The customer has been provided with a direct point of contact and is happy with this resolution. 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 this complaint.  We have researched the complaint and spoken to the customer to apologize for any inconvenience.   During peak call times, a customer may experience longer than normal hold times. We actively work to decrease...

these periods as they occur. After review, we identified an area of opportunity for improved customer experience and the agent involved has been coached appropriately. We 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

I am rejecting this response because:Edgepark has been sending me different numbers and information to confuse me due to my disability status.  It is very confusing, stressful and causing mental, emotional and physical issues purposely.  They are lying, playing games and taking advantage of me.  I will not accept their business response because we have not come to terms or an acceptable agreement.  This is not how you treat a customer especially one they have been fully aware has a disability.

Thank you for bringing to our attention the concerns expressed in the complaint filed. After review of the account, Edgepark processed the order based on the quote of benefits provided by the member’s health plan at the time of the request. The order in question was processed and billed according...

to the member’s plan benefits. The balance reflected for date of service 4/20/17 is accurate. We spoke with the customer to apologize for any inconvenience. The customer indicated that the item had been opened, and therefore it cannot be returned to our facility. The balance remains the member’s responsibility. 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 on 7/29/16. We have researched the complaint and spoken with the customer to apologize for any inconvenience experienced. We have agreed to a resolution with the customer, and the necessary adjustments have been...

made to the account. No further action is needed at this time. Please consider this matter resolved. Thank you again for bringing it to our attention. Sincerely, The Patient Advocacy Team

Initial Business Response /* (1000, 5, 2016/05/13) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 5/3/16. We have researched the complaint and spoken with the customer to apologize for any inconvenience.
The requested order has been shipped and...

delivered to the customer. We apologize for the miscommunication and for the delay. Please consider this matter resolved at this time.
Thank you again for bringing this matter to our attention.

Thank you for bringing to our attention the concerns expressed in the complaint filed. We have researched the complaint and contacted the customer to apologize for any inconvenience. After review of the customer’s account, Edgepark has identified a processing error, which caused a delay in shipping...

the customer’s supplies. All pending orders have shipped and agents have been coached appropriately.  We will continue to monitor thee account to prevent future delays. Thank you again for bringing this matter to our attention. Sincerely, The Customer Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filed on 9/22/17. We have researched the complaint and spoke with the customer to apologize for any inconvenience. The customer called to request an order and approved the charge to the credit card. A claim was...

submitted to the customer’s insurance for reimbursement. We will determine next steps based on the outcome of the submitted claim. The customer was provided with a direct point of contact for future inquiries. Thank you again for bringing this matter to our attention. Sincerely, The Edgepark Patient Advocacy Team

Initial Business Response /* (1000, 5, 2015/09/09) */
Case# [redacted]
Thank you for bringing to our attention the concerns expressed by the customer regarding the complaint filed on 08/25/2015. We have reviewed the account and all documentation involved. We have made several attempts via phone...

and email but the customer has not responded. The insurance applied the dates in question to the customer's deductible and per the explanation of benefits from the insurance, this would be customer responsibility. We will not make any adjustments to the balance on the account at this time. Should the customer reach out, we will work out an agreeable resolution.
Please consider this matter resolved.
Thank you again for bringing this matter to our attention.

Initial Business Response /* (1000, 5, 2016/02/05) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 1/27/16. We have researched the complaint and e-mailed the customer to apologize for any inconvenience.
We have identified the issue and made the...

necessary adjustments to the account. The customer is satisfied with this resolution. Please consider this matter resolved.
Thank you again for bringing this matter to our attention.

Initial Business Response /* (1000, 5, 2016/04/20) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 4/14/16. We have researched the complaint and attempted to speak with the customer to apologize for any inconvenience.
We have identified what was a...

miscommunication to the patient and have reversed all charges related to this issue. The patient currently has a zero balance. Please consider this matter resolved.
Thank you again for bringing this matter to our attention.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Than k you for your help.