Edgepark Medical Supplies

Initial Business Response /* (1000, 5, 2016/06/21) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 06/06/16. We have researched the complaint and spoken with the customer to apologize for any inconvenience. Edgepark has identified the cause of the issue...

and we have taken the appropriate steps to ensure that it is fixed, and the customers account is properly handled for future orders. Edgepark and the customer consider this problem resolved.
Thank you again for bringing this matter to our attention.
Initial Consumer Rebuttal /* (2000, 7, 2016/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing to our attention the concerns expressed in the complaint filed. We have researched the complaint and apologize for any inconvenience. The proper adjustments have been made to the account and a letter mailed to the customer indicating the current balance. 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. After further investigation, the order in question was processed and billed per the member’s plan benefits. The balance reflected for date of service 3/17/17 is accurate. We attempted to reach the customer to provide further explanation. The balance remains the customer’s responsibility. Thank you again for bringing this matter to our attention. Sincerely, The Edgepark Patient Advocacy Team

Initial Business Response /* (1000, 5, 2015/10/08) */
Thank you for bringing the concerns expressed regarding case# [redacted]. We have reviewed the complaint and attempted to reach out to the nurse to apologize and to come up with a reasonable solution that both parties can agree upon. We have left...

messages giving her a direct point of contact to place orders with going forward to help alleviate miscommunication and reduce errors involving incorrect items being sent to patients. At this point no further adjustments are necessary.
Please consider this matter resolved.
Thank you again for bringing this matter to our attention.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Messages were left for me in attempt to resolve these issues, but we have been unable to speak 1:1 yet. I was given first names and extension phone numbers that do not accept voicemail. In attempt to call back, I'm told there is more than one person with that first name and am unable to leave a message for the caller at the given extension number. I left a voicemail for the other person who called me, a MN Account Manager.
Glad to accept this response when we get an actual resolution.
I need a process for my doctors and patients:
1) Which form do you want the doctor to prescribe items on?
2) Where should that form be faxed?
3) Is there a different fax number needed for prescriptions for new patients vs. returning patients?
4) What is the patient's role in placing this order?
5) If YOU need order or prescription clarification, how are YOU requesting this?
I work Wednesday through Friday, 8-4:30 CST. Contact me via phone or email and we'll get this straightened out, I hope. Thanks.
Final Business Response /* (4000, 13, 2015/11/02) */
Thank you for bringing to our attention the concerns expressed. We have left an additional message for the nurse and sent an email detailing each concern listed as well as a list of direct contact information. Thank you again for bringing this matter to our attention.
Please consider this matter resolved.
Final Consumer Response /* (2000, 15, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A process has been established, will readdress any issues with Edgepark directly if this new process does not resolve patient/customer complaints.

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. After a review, we have identified a miscommunication during of the processing of the customer’s...

order. We are working to obtain the necessary documentation to avoid future order delays. A new order has been generated and is awaiting confirmation from the customer.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 4/11/17. We have researched the complaint and spoken with the customer to apologize for any inconvenience. The requested order shipped to the customer on 4/13/17. We apologize for the miscommunication and for...

any delay. 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, 2015/12/31) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 12/22/15. The necessary documentation was received and added to the account and the customer's order was shipped.
We have made several attempts to...

follow up with the customer to apologize and make sure they are satisfied with the resolution that was provided.
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 2/24/17. We have researched the complaint and attempted to reach the customer to apologize for any inconvenience. We have confirmed the customer’s coverage and an order has been shipped. Thank you again for...

bringing this matter to our attention. Sincerely, The Edgepark Patient Advocacy Team

I am rejecting this response because:
They shipped 4 items of which I NEVER ordered. They have billed and been paid my insurance company for these items. They also told me 1 item that was shipped was to be a no charge item. However, again they billed and were paid by my insurance company. This company has many excuses every time they contact me concerning my order and they need to be investigated for insurance fraud to which I have already put in another complaint with their State Attorney General concerning this issue.

Thank you for bringing to our attention the concerns expressed. We have spoken with the customer to apologize for any miscommunication and provide further clarification with the concerns. Edgepark recently received additional documentation and will make the necessary adjustments to the account. We will continue to monitor the account and take the appropriate action if needed. Thank you again for bringing this matter to our attention. Sincerely, The Edgepark Patient Advocacy Team

Initial Business Response /* (1000, 5, 2016/06/10) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 5/31/16. We have researched the complaint and attempted to speak with the customer to apologize for any inconvenience.
We have identified and addressed...

the point of delay on the order listed in the customer's complaint. We have advised the customer via voice message that we have assigned them a direct point of contact to address their concerns. We have also confirmed that the customer has not received a collection statement from Edgepark. Please consider this matter resolved.
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 have attempted to speak with the customer to apologize for any inconvenience and address his concerns. At this time, all pending orders have shipped to the customer. We have...

provided the customer with a direct point of contact for any additional questions. 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. We have researched the complaint and spoke with the customer to apologize for any inconvenience. Edgepark has made several attempts to obtain the necessary documentation required to obtain authorization from the...

customer’s insurance. Edgepark has shipped the needed supplies based on the customer’s need. Once the proper documentation and approval from the health plan are received, we anticipate future orders will process and ship timely. 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 on 11/28/16. We have researched the complaint and identified the cause of the customer’s concern. The proper adjustments have been made to the account based on our findings. We have spoken with the...

customer to provide a direct point of contact for any future questions or concerns. Thank you again for bringing this matter to our attention. We apologize for any inconvenience. Sincerely, The Edgepark Patient Advocacy Team

Initial Business Response /* (1000, 5, 2015/06/12) */
Thank you for bringing to our attention the concerns expressed by Mr. [redacted] regarding the complaint filed on 06/03/2015. We have reviewed the account and all calls involved and have addressed the issues accordingly. Mr. [redacted] has received the...

shipment and we have set up reimbursement for supplies that he purchased out of pocket. We have spoken to Mr. [redacted] and apologized for the inconvenience and delay. He has advised he is satisfied with the resolution.
Please consider this matter resolved.
Thank you again for bringing this matter to our attention.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Because we feel our energy would be better spent on healing from the cancer surgery, rather than butting our heads up against a wall trying to fight corporate america..would not recommend company to my worst enemy. Our anxiety was already running high dealing with the cancer, having to be without necessary medical supplies for 3 days only added to an already stressful situation. If we were put through this, how many other's have had to endure the same frustration in an already stressful time. Maybe Edgepark should step away from the pie graphs and bar charts for profits and kissing stockholders [redacted], and look at their customers as people, not numbers on a piece of paper, I'm certain customer service and customer satisfaction will be greatly improved!

Initial Business Response /* (1000, 5, 2015/12/02) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 11/20/15. We have researched the complaint and spoken with the customer to apologize for any inconvenience.
Edgepark shipped a complimentary order on...

11/24/15 due to the delay of the scheduled order. We have added the account to our follow-up calendar to help ensure there are no future delays. 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. We have researched the complaint and spoke with the customer to apologize for any inconvenience. After verification of benefits, it has been determined Edgepark is not a contracted provider with the...

customer’s health plan. We have referred the customer back to her health plan for a provider. Again, we apologize for any inconvenience experienced. Thank you again for bringing this matter to our attention.Sincerely, The Edgepark Customer Advocacy Team

Dear Revdex.com, Thank you for bringing to our attention the concerns expressed in the complaint filed 8/26/16. We have researched the complaint and spoken with the customer to apologize for any inconvenience. We have identified and corrected the system issue that caused delays in the customer’s orders....

We have also provided 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

Dear Revdex.com, Thank you for bringing to our attention the concerns expressed in the complaint filed on 10/27/16. We have researched the complaint and spoken with the customer to apologize for any inconvenience, and to offer options for resolution to the customer. The customer has been provided a direct...

point of contact to finalize resolution once an option is selected. 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. Edgepark obtained all required documentation and the order shipped to the customer on 4/28/17. We have spoken to the customer and apologized for any inconvenience experienced. We will continue to monitor future...

orders to ensure timely processing. We provided the customer with a direct point of contact for future concerns moving forward. Thank you again for bringing this matter to our attention. Sincerely, The Edgepark Patient Advocacy Team