Edgepark Medical Supplies

Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ Attn: [redacted] Revdex.com of Akron West Market Street Akron, OH 07/23/ RE: Case # [redacted] Dear [redacted] , Thank you for bringing to our attention the concerns expressed in the complaint filed on 07/21/ We have researched the complaint and determined that communication regarding upfront expectations and appropriate status updates throughout the process did not occur properlyThis is not our internal standard; we regret that these omissions occurred and apologize for the inconvenience it has causedWe discussed the issue with the customer to make him aware that the order will arrive early the week of July 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 / [redacted] (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 timesThe result has been the sameWhile 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 meI was informed that the rep would inquire about expedited delivery and that was "hopefully" going to get it to me by Friday, July 24thThen it was "hopefully" July 25thMost recently, it was to be delivered yesterday, July 27thIt has now been days since I placed this order and, as of Noon today, still no deliveryIt is ridiculous that my insurance has been billed and my credit card charged before I have received my orderHow any company can expect people to pay $out of pocket for a knee brace that takes more than two months to deliver is something I will never understandThe more research I have done on Edgepark, the more I realize this is NOT an isolated incidentI just cannot see how Edgepark still expects me to pay the full $for a brace I was supposed to wear from June through September and am still waiting on it Final Business Response / [redacted] (4000, 14, 2015/08/17) */ ***Document Attached [redacted] Attn: [redacted] Revdex.com of Akron West Market Street Akron, OH 08/13/ RE: [redacted] Dear [redacted] , Thank you for bringing to our attention the concerns expressed in the complaint filed on 07/21/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 insuranceAdditionally, the product was a special order item, and the customer was made aware that the turnaround time would be longer than normalWe 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 / [redacted] (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 SuppliesI was never informed that this was a special order itemIn 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 braceIt is a standard ACL brace for the left kneeJudging by this company's online reputation, these all appear to be standard responses to complaintsIt is always someone else's fault or the problems were out of their controlMy 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 on 4/11/We have researched the complaint and spoken with the customer to apologize for any inconvenienceThe requested order shipped to the customer on 4/13/We apologize for the miscommunication and for any delayPlease consider this matter resolvedThank you again for bringing it to our attentionSincerely, The Edgepark Patient Advocacy Team

Initial Business Response / [redacted] (1000, 5, 2016/05/13) */ Thank you for bringing to our attention the concerns expressed in the complaint filed on 5/3/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 customerWe apologize for the miscommunication and for the delayPlease consider this matter resolved at this time Thank you again for bringing this matter to our attention

Initial Business Response / [redacted] (1000, 5, 2016/06/10) */ Thank you for bringing to our attention the concerns expressed in the complaint filed on 5/31/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 complaintWe have advised the customer via voice message that we have assigned them a direct point of contact to address their concernsWe have also confirmed that the customer has not received a collection statement from EdgeparkPlease consider this matter resolved Thank you again for bringing this matter to our attention Sincerely, The Patient Advocacy Team

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find resolution has still to be determined

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

Thank you for bringing to our attention the concerns expressed in the complaint filed on 3/7/ We have researched the complaint and spoken with the customer to apologize for any inconvenienceWe have issued the appropriate refunds for the dates in questionThe customer is happy with this resolutionWe have also provided the customer with a direct point of contact for any further questions and concerns Thank 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 have spoken with the customer to apologize for any inconvenienceWe are working with the customer to address all concerns listedWe have provided the customer a point of contact for any future questions or concerns and will continue to monitor the account Thank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team

Initial Business Response / [redacted] (1000, 5, 2016/01/08) */ Dear Revdex.com, Thank you for bringing to our attention the concerns expressed in the complaint filed on 1/6/We have researched the complaint and spoken with the customer to apologize for any inconvenience Unfortunately, Edgepark is unable to provide the requested item through the customer's health planDue to the delay, Edgepark did offer to send samples of the requested item; however, the customer declined this serviceAt the request of the customer, we have inactivated the accountPlease consider this matter resolved Thank you again for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a reflection on my insurance companyI was told that I was outside of there delivery area Final Business Response / [redacted] (4000, 9, 2016/01/18) */ 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 BCBS Association billing guidelines require providers to bill the state in which services are renderedUnfortunately, we are not able to bill the health plan directly for this item and receive payment based on this current agreementWe did inform the customer that this may not be the same circumstance with another provider, and the customer did indicate they had located an alternate provider Again, we apologize for the misunderstandingPlease consider this matter resolvedThank you again for bringing it to our attention

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 inconvenienceThe claim in question has been resubmitted to the insurance plan for correct processingUpon receipt of an updated Explanation of Benefits, the account will be processed accordingly Thank 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 spoken with the customer to apologize for any inconvenienceWe have addressed all concerns listed in the customer’s complaintWe have identified an issue that caused the delay and have provided the necessary coaching to staffAdditionally, the customer was provided contact information of a representative to ensure efficient order processing moving forwardThank 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 filedEdgepark 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 inconvenienceWe have provided the customer through email with a direct point of contact for any further questions or issuesWe 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

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 coordinated the return with the customer, and all appropriate credits will be issued upon receipt of the returned productThank 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 spoke with the customer to apologize for any miscommunicationAfter further review, it has been determined the customer and the health plan have been refunded appropriately for the returned itemsStatements detailing the items ordered and returned have been mailed to the customer and the health planPlease consider this matter resolved.Sincerely, The Edgepark Customer Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filed on 12/29/We have researched the complaint and spoken with the customer to apologize for any inconvenienceWe have explained the process to the customer and taken the necessary steps to resolve the issueThe customer is satisfied, and we have provided him with a direct point of contact Thank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team

Tell us why herThank you for bringing to our attention the concerns expressed in the complaint filed on 3/30/We have researched the complaint and spoken to the customer to apologize for any inconvenienceEdgepark identified a processing error which resulted in a delayed shipment of the order The agents involved have been coached appropriately to ensure improved order processing.Thank you again for bringing it to our attentionSincerely, The Edgepark Customer Advocacy Team

Thank you for bringing to our attention the concerns expressed in the complaint filedAfter further research, we have reviewed communication with the customer and confirmed notification of order cancelationNo additional communication was found of the customer requesting an order in DecemberThe customer was billed accurately for the January order per the Explanation of Benefits Thank you again for bringing this to our attentionAt this time, we consider this matter closedSincerely, The Edgepark Patient Advocacy Team

I am rejecting this response because: I was told by the company on 12/02/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 orderMy credit card was billed $today 12/06/And then I will be billed again after the insurance

Thank you for bringing to our attention the concerns expressed in the complaint filedEdgepark obtained all required documentation and the order shipped to the customer on 4/28/We have spoken to the customer and apologized for any inconvenience experiencedWe will continue to monitor future orders to ensure timely processingWe provided the customer with a direct point of contact for future concerns moving forwardThank 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 inconvenienceThe proper adjustments have been made to the customer’s account and the customer currently has a zero-balance dueThank you again for bringing this matter to our attentionSincerely, The Edgepark Patient Advocacy Team