Lucia Wnl
map-marker Twinsburg, Ohio

Horrible Customer Service

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Trying to determine if Edgepark knows if medical supplies are covered by BCBS Medicare HMO Blue Flex RX is impossible! His current BCBS Medicare PPP Blue Plus RX covers the supplies from Edgepark, however Edgepark will NOT tell you if the supplies will be covered by the HMO Blue Flex plan! Open enrollment for Medicare is over December 7th so we need to make a determination for change in plans by that date. When asked if medical supplies for my husband's stoma (due to throat cancer) are covered by the BCBS Medicare Advantage plan-HMO Flex plan we were told we would have to wait until January, submit the order and only then would we know if the plan covered the ordered medical supplies!! So Edgepark is suggesting we make the change in Medicare plans, which we can't change until the following October, only to discover that the supplies are NOT covered!???! When we spoke with BCBS they called Edgepark and they were told by Edgepark they don't know if the supplies would be covered and to call back later in December. BCBS suggested we call Edgepark. When we called Edgepark NO ONE knew if Edgepark would be participating in the BCBS Medicare HMO Flex RX or if the medical supplies would be covered if my husband was on that plan until AFTER he was on the plan!
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Georganna Qkf

Can I get my order? Pretty please?

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Where do I start? I order ostomy and nutritional supplies. I have been trying to do business with Edgepark over a year. Very few times, like twice, has my order been shipped without a hitch. Typically, you check your order online and it will say "in process". After oh, I don't know, about a week, you call customer service to check on it. The first rep never knows anything, so you go on hold again for another rep. Then they will transfer you to billing where you will be on hold 15 minutes at least. Then you are told they are waiting to have your order verified by your insurance carrier. You call your insurance and they tell you nobody from Edgepark has called them, and that it wouldn't be necessary for them to call until next year. So call Edgepark and repeat transferring and holding. So then they say they will check on your order. After a few days they send a message that they can't ship your order unless you give them a condition. Now this is for supplies that you order every time and all of your conditions are already on file. So here we go with another round of customer service. When you explain it, again, they put you on hold for 15 minutes and then tell you someone was checking on it and you should receive order in 5-7 business days. After 8 days, and another battery of the customer service, it will say your order was "shipped". So then, you do receive your order in 5-7 business days. Then instead of shipping what you ordered, they ship something totally different!. So they will send you a return label and you go to Fed-Ex and send it back. Once they receive it, they ship your order again, in 5-7 business days. The process usually takes 3 weeks. As a rule of thumb, when you get down to a months supply, re-order!
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Cons:
  • Lack of customer service
  • Billing department
  • Customer service and lies
Reason of review:
Order processing issue
1 comment
Guest

This is happening to me right now! Unbelievable.

Something is broke with this company.

I wish they would go the extra mile for their customers. They don't seem to have any empathy for the plight their customers are in!

Anonymous

Edgepark Medical Supplies - Edgepark Ostomy Supplies Review

This company sucks every month have to call an fight to get supplies. Save yourself a nightmare dont use this company horrible something needs to be done with this company like shut down out of business

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Reason of review:
Order processing issue
1 comment
Guest

Edgepark is impossible to deal with. I have been a customer for 5 years for ostomy supplies, for the past 3 years I have had a struggle every time I order my supplies (every 3 months).

They tell me that Medicare will not authorize an order until your on-hand supplies are 7 days or less. After the order is placed I have to call them at least 1 or 2 times before it is shipped, and we have to debate the allowable quantities. I placed an order on 7/20 , today is 7/26 and it is not shipped - the order status is "contacting Doctor for Prescription - This is Pure BS! My prescription was updated 6 months ago.

I have been forced several times to buy supplies from another source at my cost.

I am looking for a new supplier - I am tired and weary of the aggravation dealing with Edgepark. If you noticed you never you never can speak to the same Customer Service Rep, and they refuse to give you the names of the General Manager and Customer Service Manager.

Anonymous
map-marker Twinsburg, Ohio

HOW IS EDGEPARK STILL IN BUSINESS!

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Recieved a bill from my insurance for $206 for a breastpump I never received. This place is rediculous went on the website to see if i qualified for a breast pump. They said i did but needed a rx from my physician. Never signed back in to provide one after reading reveiws just contacted my medical group and went a different route. Got a breast pump from annother medical supply company that was local. Two and a half months later I get a bill from my insurance wanting payment for this denied charge. I NEVER EVEN GOT A PUMP FROM EDGEPARK! Now im supposed to reimburse insurance for paying a claim i never even recieved merchandise for???
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Loss:
$206
Cons:
  • Charging for merchandise not provided
Reason of review:
Charges for item I didn't receive

Preferred solution: Refund insurance co

Anonymous

Edgepark Medical Supplies Customer Care Review

Called in today and got the BEST person ever!! NORMA was very helpful AND knowledgable. A pleasure to talk to!!
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Reason of review:
Good customer service
Edlin Per
map-marker Deep Run, North Carolina

Return of a double shipment of supplies to be returned

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Edgepark Medical shipped 2 boxes of identical supplies. The sent an email stating that FedEx would pick up the package in 5 - 7 days, it has been over a month and the package has been out for pickup 6 days per week since, with the exception of the time that Hurricane Matthew was hitting the eastern area of North Carolina.

We saw an FedEx truck and ask him to take the package. He stated that it needed a return label for him to accept the package.

Of course we have heard nothing more from Edgepark since the last email about returning the package.

Typical service

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Cons:
  • No resolution to problems
Reason of review:
Problem with delivery

Preferred solution: Let the company propose a solution

1 comment
Guest

Yes it is responded. With no help from you on returning that doubled shipped supplies.

Never received the UPS return label as your rep.

stated would arrive in a few days.

Your Customer service leaves us wondering if we have the right medical supply company!

Shreyansh Owb
map-marker Ottawa, Ontario

Edgepark Medical Supplies - Customer Care Review from Ottawa, Ontario

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5 months ago I changed the insurance that authorized my wife's colostomy supplies. Every single month I have to call Edgepark and explain the change because they continue to contact the old insurance for authorization. Nobody in that company seems to understand when a change is made they have to change the info in their computers. Very frustrating. They get really defensive when I blame them for the screw up. The sad part is when I ask my insurance com for another medical supplier, I was told all the others were actually worse than Edgepart. Ridiculous!!
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Reason of review:
Poor customer service
Anonymous
map-marker Kansas City, Missouri

Customer Service Problems

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Supplies: I am not impressed with the companies customer service or ability to handle their elderly customers. The doctor's office has sent a prescription renewal 3 x and Edgepark still states they do not have it. Seems to be an ongoing issue with this company. I am not impressed at all with them. My dad is terminally ill and does not have I would recommend that you do not even start using them. Even the doctor's office was complaining and said that they are starting to refer their clients to another company. I then spoke to the other company, who said exactly the same thing as the doctor's office. I understand that it is hard to get quality help anymore, but really!
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Cons:
  • Lies from different csrs
  • All the excuses from customer service
  • Shipping delays
Reason of review:
Order processing issue
Anonymous

Edgepark Medical Supplies Customer Care Review

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Poor Customer Service , Poor communication. Supply service was long and aggravating. The entire process was extremely intolerable.
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Reason of review:
Order processing issue
Anonymous

This company causes me more stress than my husband's cancer...

I may have limited time with my husband. Yet I am forced to spend our time over and over again attempting to fix mistakes in his shipments, which I give them plenty of advance notice to fill. This week alone I had three one-hour conversations on different days with different reps, each time being assured the delay had been fixed, but then seeing in the order page online that it was still just "processing". I finally got them to agree to overnight my husband's supplies since the delay was their mistake and he NEEDED these things. The box arrived, and the ONE THING he needed most of all was not in it. I would say "I give up" but I can't because he needs these things to breathe and speak. The reps are all very polite and apologetic, but there is SOMEthing in their internal computer process that just doesn't work!
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Reason of review:
Order processing issue

Preferred solution: I want the people at the top to understand the ongoing stress their order process problems cause for people who are seriously ill and their families. I want the webpage order history to be as up-to-date to the customer as to their internal reps.

Anonymous

Short Review on December&nbs-05:00;07,&nbs-05:00;2016

Have two insurance one with employment and one with my retired husband from military they somehow changed some numbers which made my insulin device experienmentai so triecare wouldn't cover my device don't even know if it's fixed cost me out the ____ copay when it was nothing
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Anonymous

Switching to a different medical supply company!!!

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I put an order in for my son's diabetic pump supplies on Sept 15th, & on Sept. 28th, he emailed me saying he hadn't received them yet & was out. I called Edgepark & after 72 min on hold was told that the order was pending, waiting for preauthorization from my ins co. WHAT?? We don't need preauthorization for these supplies..we've been ordering them for 10 years. They lied to me saying they contacted my ins. co. but there was no record of that. They told me they would ship them overnight on Wednesday to arrive by Thursday. On Thursday I had my ins. co. rep call them to clear up any problems and they told her they would ship out the supplies out that day to arrive on Friday. (So they DIDN'T ship them out Wednesday night) They were finally shipped on Friday-home delivery, not overnight, and they won't get there until Tuesday, Oct. 4th. (I've been following on FedEx tracking)This is not a mistake you can make when dealing with diabetics. It's not like skipping your vitamins for a few days...his life depends on his insulin and supplies. I have spent 3 days & about 5 hours on the phone stressing about this and still, no supplies to my son. Time to find a new company who actually cares about the health of their customers. I'm disgusted with this company!! I've read some other similar compaints.
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Cons:
  • Customer care representative attitude
  • Customer service
Reason of review:
Both poor customer service and problem with delivery and WAY too long of wait times on the phone!!!

Preferred solution: I'm finding a new company. There's no excuse for what happened!! I've been a customer with Edgepark for over 10 years and had a few other minor problems, but nothing like this.

Prestin Pwi
map-marker B M Goldwater A F Range, Arizona

Ostomy Supplies Review

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My daughter needs ostomy supplies. After receiving supplies from Edgepark for over 1 year, they told me that they are no longer "contracted" with our insurance. Our insurance is "Open Access" (no contracts). I wouldn't have known this if I hadn't called to check status of a late order. Edgepark wasn't even going to let me know!
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Reason of review:
Order processing issue
Anonymous

Does not work to solve customer problems

Just got put on medicare. I was told the item I was getting is not covered by medicare. I called my secondary insurance and got approved to pay for the item but edgepark would not accept my insurance now even though they were willing to pay for it and had payed for it before. I called 5 times talking with the worst informed reps. They do not care if they loose my business. Poor customer service and billing. This is another medical problem with being forced to go on medicare. They did not even recommend another company that could help me.
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Reason of review:
Poor customer service
1 comment
Guest

i agree, they used to be a great company to deal with-never a problem in 5-6 years. then about 2-3 years ago they started with the obnoxious long, drawn out telephone ordering.

what had always taken 6-7 minutes was now taking 20 mins & counting. i complained to the woman "can we wrap this up please?!' & she ends with 'that will be $25.00' there is no co pay, & never has, it was a retaliatory harassment. that she would not be able to mail my items without payment. unf'ing real.

so this has been the dance we do ever since. for over a year. it is stressful & infuriating. i have talked with my insurance company so many times about it, & nothing changes.

i am once more almost out of supplies & they are withholding yet another order telling me they need more information before they can ship them. they have no real competition so they are mf'ing powerdrunk jerks.

Jassen Rlc
map-marker Pretoria, Gauteng

Supplies compaint

I ordered my monthly supplies on August 26, 2016. I had 4 colostomy bags left. Today is September 14, 2016 and i still have no bags. I am using a friend's husbands urostomy bags! I have spoke to 7 people, all giving me different answers. All telling me it's my responsibility to get the insurance to pay, call the insurance company for an approval number, It will be there in 3 days, within 24 to 48 hours, (that one was last Friday, it's Thursday! of the next week. Just now I was told I have medicare and it is handled differently, along with my own insurance. They have to call the doctor for approval! I spent 2, yes 2 months getting letters from two doctors, a prescription for my supplies because I have complications and require about 30 to 35 bags a month. Every month I have to fight for supplies. I spoke to three people today, NOT ONE KNEW WHO THEIR CEO IS!
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Reason of review:
Order processing issue
2 comments
Guest

I tryed to order omnipods and they wanted me to pay the bill my insurance didnt pay. I asked them if i get a confirmation so i know if im getting the pods or not.

The lady rudely told me no. Then after an argument she says i get a conformation when its shipped. Duh thats all i wanted to hear. Then she started to say have a nice day like she was going to hang up without asking me if she could help me any more.

You guys have no compation or patience.

If there was any other place i could get these supplies i would but im stuck working with idiots. I hope you read these, but i highly doubt you do.

Guest

I deal with the exact same thing! I'm a ileostomy patient and my supplies was suppose to arrive around Oct 1-10 NO supplies because the orders just disappear EVEN with confirmation numbers!

My Dr has faxed them prescriptions for ostomy supplies because they said I needed a prescription then I was told THEY fax the Dr for permission, THEN I was told my insurance was denying it. I called on 3 way with my insurance and my insurance lady assured them they willingly pay for ALL of my supplies. Dorothy at Edgepark told her it was different in their system. What the *** I'm down to TWO pouches, no paste of any kind and I've literally started drinking gatoraide to keep my pouch useable.

Since my surgery on Jan 24, 2016 I have lost 43lbs mostly caused by Edge Park and their failure to send products due to ignorance with medical supplies/process, laziness, no organization period and their lack of CARING for their patients who PROVIDE them THEIR PAYCHECK! Their not us sitting with skin breakdown, infections and the mental *** we face due to these issues! My boyfriend finally found a compounding pharmacy that sold ostomy supplies, not the kind I'm use to, but he paid out of pocket for 5 pouches, wafers and paste $160. I lost one whole system because my stoma was so backed up and inflamed that when I did get it completely cleaned and ready to put on I had a gushing-shooting across the room blow out which made that wafer/pouch useless.

I had to take another shower and my boyfriend had to help me and finally after 8 towels we were able to secure it and thank GOD I had a few barrier strips in my emergency bag. So far so good but I'm down to 3 pouches and they just faxed my Dr yesterday. Then for them to ship it which is GOD only knows when! I may get my supplies before November, looks doubtful though!!

So, I completely and utterly know how you feel. This is BS and we shouldn't have to put up with customer care as low as this. At this rate you and I both may have to duct tape a hefty bag around our waist's.

I hope you get supplies soon. Lots of love.

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