Edgepark Medical Supplies

Initial Business Response /* (1000, 5, 2015/07/24) */
Attn: [redacted]
Revdex.com of Akron
222 West Market Street
Akron, OH 44303
07/23/15
RE: Case #[redacted]
Dear [redacted],
Thank you for bringing to our attention the concerns expressed in the complaint...

filed on 07/21/15.
We have researched the complaint and determined that communication regarding upfront expectations and appropriate status updates throughout the process did not occur properly. This is not our internal standard; we regret that these omissions occurred and apologize for the inconvenience it has caused. We discussed the issue with the customer to make him aware that the order will arrive early the week of July 27. I will follow up to see if we can get this delivery expedited.
I have provided the customer my extension to contact me if he has any further questions or concerns.
Thank you again for bringing this matter to our attention.
Sincerely,
Cindy C[redacted]
Edgepark Customer Service Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After filing the Revdex.com complaint, I was contacted by an Edgepark Rep numerous times. The result has been the same. While the rep was very apologetic and polite, I have been given more excuses as to why the initial order was never followed up on, even after 30+ days and repeated calls by me. I was informed that the rep would inquire about expedited delivery and that was "hopefully" going to get it to me by Friday, July 24th. Then it was "hopefully" July 25th. Most recently, it was to be delivered yesterday, July 27th. It has now been 69 days since I placed this order and, as of Noon today, still no delivery. It is ridiculous that my insurance has been billed and my credit card charged before I have received my order. How any company can expect people to pay $120 out of pocket for a knee brace that takes more than two months to deliver is something I will never understand. The more research I have done on Edgepark, the more I realize this is NOT an isolated incident. I just cannot see how Edgepark still expects me to pay the full $120 for a brace I was supposed to wear from June through September and am still waiting on it.
Final Business Response /* (4000, 14, 2015/08/17) */
[redacted]Document Attached[redacted]
Attn: [redacted]
Revdex.com of Akron
222 West Market Street
Akron, OH 44303
08/13/15
RE: [redacted]
Dear [redacted],
Thank you for bringing to our attention the concerns expressed in the complaint filed on 07/21/15. We have reviewed the account and found there was a delay in processing the order due to an authorization update that was required by the insurance. Additionally, the product was a special order item, and the customer was made aware that the turnaround time would be longer than normal. We charged the patient's credit card on 07/29/15, the date the order shipped via next-day air service.
Thank you again for bringing this matter to our attention.
Sincerely,
Cindy C[redacted]
Customer Service Manager
Final Consumer Response /* (4200, 16, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to my insurance company, the "authorization update" was a delay on behalf of Edgepark Medical Supplies. I was never informed that this was a special order item. In fact, both my doctor and the second sales rep I spoke with indicated it was NOT a special order because it was not a custom fit brace. It is a standard ACL brace for the left knee. Judging by this company's online reputation, these all appear to be standard responses to complaints. It is always someone else's fault or the problems were out of their control. My culpability lies in not researching this company in depth prior to conducting business with them.

Thank you for bringing to our attention the concerns expressed in the complaint filed. We have researched the complaint and spoken to the customer to apologize for any inconvenience.   We have identified the error and have taken the necessary steps to address the concerns. We have coached the...

agents involved for improvement, and the appropriate adjustments were made to the customer’s monthly orders. We will continue to monitor future orders for accuracy.   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 spoken to the customer to apologize for any inconvenience.  We have identified the error and have taken the necessary steps to address the concerns. We have coached the agents involved for improvement, and the appropriate adjustments were made to the customer’s monthly orders. We will continue to monitor future orders for accuracy.  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 attempted to speak to the customer on several occasions to apologize for any inconvenience.  After further review, Edgepark shows that all necessary adjustments have been made to the customer’s account. Thank you again for bringing it 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 contacted the customer to apologize for any inconvenience. The customer has been advised that any product issues or concerns should be directed to the manufacturer as the supplies are considered under...

warranty at this time. 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 made the necessary adjustments to the customer’s account. Once we receive the Explanation of Benefits from the health plan, the additional adjustments required will be made. We have contacted the customer and set the proper expectations on how his future orders will process and Edgepark’s policy for billing.  We apologize for any misunderstandings. 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 have spoken with the customer to apologize for any inconvenience. We have identified the cause of the customer’s concern, and explained the order process to 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. We have researched the complaint and spoken with the customer to apologize for any inconvenience. We have addressed all concerns listed in the customer’s complaint. We have identified an issue that caused the...

delay and have provided the necessary coaching to staff. Additionally, the customer was provided contact information of a representative to ensure efficient order processing moving 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 the complaint filed. We have investigated the complaint and attempted to speak with the customer to apologize for any inconvenience.   The necessary adjustments have been made to the account to stop further billing to the...

customer for items that were returned. Again, we apologize for any inconvenience experienced. Please consider this matter resolved. Thank you again for bringing it 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 claim in question has been resubmitted to the insurance plan for correct processing. Upon receipt...

of an updated Explanation of Benefits, the account will be processed accordingly.   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 11/23/16. We have researched the complaint and spoken with the customer to apologize for any inconvenience. The necessary actions have been taken to resolve this issue. Thank you again for bringing it to our...

attention. Sincerely, The Edgepark Patient Advocacy Team

Initial Business Response /* (1000, 5, 2015/11/05) */
case#[redacted]
Thank you for bringing to our attention the concerns expressed in the complaint filed on 10/27/2015. We have reviewed the account, reviewed the calls and addressed the representative involved. We have spoken to the customer,...

apologized, and provided a direct contact for future. The customer has accepted our resolution. Please consider this matter resolved.
Thank you again for bringing this matter to our attention.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by the Director of billing and we spoke in detail about the situation. I am completely satisfied with how the matter was addressed and appreciate that they are going to work to better resolve the issues in that department.

Initial Business Response /* (1000, 5, 2016/03/07) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 2/22/16. We have researched the complaint and spoken with the customer to apologize for any inconvenience.
We have located the origin of the patient's...

concern and have taken the appropriate action to correct the issue. We will monitor the patient's next two orders to ensure there are no further delays to the patient's orders. The patient is aware of our intent and is in agreement with this resolution. We consider this matter closed.

Thank you again for bringing this matter to our attention.
Sincerely,
Jerry D[redacted]
Senior Analyst Patient Advocacy Representatvie
Initial Consumer Rebuttal /* (3000, 7, 2016/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This month has been the same result as the past months that I've put a complaint about. I confirmed my order 3/10/2016 order#[redacted]. The confirmation stated 5 business days, I have still yet to receive this order nor any phone call regarding any issues as to why my order is still not received. I haven't received an email either stating order is being shipped only an email stating I confirmed my order. This is unacceptable!!
Final Business Response /* (4000, 9, 2016/03/28) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 3/18/16. We have researched the complaint and attempted to speak with the customer to apologize for any inconvenience.
Our process allows our customers to confirm their order prior to the ship date. This customer's order generated on 3/9/16, and the customer confirmed the order via the Edgepark Web site on 3/10/16. The customer's online account indicated that the order was scheduled to ship on 3/22/16 with an estimated shipping time of three to five business days. This ship date is based on the customer's insurance guidelines, which allow orders to be shipped 30 days after the previous order's ship date.

Thank you again for bringing this matter to our attention.
Final Consumer Response /* (2000, 11, 2016/03/29) */
(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 spoken with the customer to apologize for any inconvenience. We have coordinated the return with the customer, and all appropriate credits will be issued upon receipt of the...

returned product. 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 6/16/17. We have researched the complaint and attempted to speak with the customer to apologize for any inconvenience. The customer placed an order on 5/25/17. Following the health plan guidelines, signed...

documentation from their physician is required before requesting approval from the insurance. The documentation was received from the physician on 6/2/17, and a request was sent for approval to the insurance. Due to the customer’s urgent need, a box was shipped to the customer on 6/14/17. The authorization is still pending with the insurance. Once the approval is received, the remaining supplies will be shipped to the customer. Again, we apologize for any inconvenience experienced. Thank you again for bringing this matter to our attention. Sincerely, The Edgepark Patient Advocacy Team

I am rejecting this response because:
Company agreed with my complaints and blamed the insurance company for misquoting them. I am currently in contact with my insurance company to file a complaint. I agreed to a price, company did not honor the agreed upon price which was recorded! Then sent me a bill 3 months later and out side of their own return policy. Looking through reviews on Revdex.com, [redacted] and [redacted], this is not the first time that this has happened. In order to check with insurance company regarding benefits, the must give a hcpc code to find out responsibilities in order to minimize any errors. Which according to the numerous reviews, they have lots of errors. Employee complained of a 30 year old computer system for a separate billing issue where I was double billed when I was contacted. Check the reviews for yourselves, the only reason for their high rating on here is length of time in business and their "attempts" at resolving issues. I will reply with an update when my insurance company gets back to me.

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. We have identified opportunities for an improved ordering experience and are taking the necessary steps to address...

all of the customer’s concerns. We will monitor future orders for timely processing. 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 3/6/17. We have researched the complaint and spoke with the customer to apologize for any inconvenience. The order was shipped to the customer on 3/8/17. We have provided the customer with a direct point of...

contact for any future concerns. Please consider this matter resolved. Thank you again for bringing this matter to our attention. Sincerely, The Edgepark Patient Advocacy Team

Initial Business Response /* (1000, 5, 2016/07/07) */
Thank you for bringing to our attention the concerns expressed in the complaint filed on 6/28/16. We have researched the complaint and spoken with the customer to apologize for any inconvenience. Edgepark has identified the error on the...

customer's account and is working to ensure that the issue does not recur. The products that were shipped have been sent back to Edgepark, and the customer's account will be credited.
Please consider this matter resolved. Thank you again for bringing it to our attention.
Initial Consumer Rebuttal /* (2000, 7, 2016/07/08) */
(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 attempted to speak with the customer to apologize for any inconvenience. The customer was refunded according to the health plan’s explanation of benefits. The proper...

adjustments have been made to the account to avoid future billing errors. There is no further action necessary. 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 8/3/17. We have researched the complaint and made several attempts to speak with the customer to apologize for any inconvenience. We have identified what was a miscommunication and have coached staff...

appropriately. The order was shipped to the customer on 8/4/17. Thank you again for bringing this matter to our attention. Sincerely, The Edgepark Patient Advocacy Team