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Business Profile

Medical Equipment

Edwards Health Care Services, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Edwards Health Care Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Edwards Health Care Services, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 13 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/25/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We saw diabetic Dr on April 2023 sent you rx order for freestyle Libra 2 supplies to reorder, and she sent the stuff needed, and I'm almost out now every time i call tell me need Rx and doc from Dr been calling she faxed it on 4/25/2023 and before that also faxed on 4/24/2023 also and been since I have seen you guys what going on?

      Business Response

      Date: 04/26/2023

      Good Morning,

      We do not have a record of a *************** in our system.  We do have your email address attached to another account with you as the contact person, so I can assume that this is for ************* 

      We did receive the paperwork back yesterday from the physician's ******, however, the doctor that signed it is different from the one that we had on file.  This is perfectly fine, however, when a doctor makes corrections to a prescription or crosses something off, they need to initial and date it. 

      Every doctor has what is called a national provider identifier (***).  Since we were sending this to ****************, the *** number was for her.  When ******************** signed the prescription, she did not cross off **************** *** number and put her own number on the form.  It was faxed back to the doctor's ****** yesterday as soon as we received it.  Our representative is calling today to the ****** to follow up to see if they can get that fixed so that we can ship the product out to *************

      Our representative will reach out to you with updates.  

      Sincerely,

      ***************************, VP of Operations 

       

       

       

       

      Customer Answer

      Date: 04/27/2023

       I am rejecting this resp*nse because: called me and agen *n Apr 26 2023 sed insurance will n*w pay just became available, had me summit *rder sed in email *nce summited *rder it w*uld g* *ut *n Apr 27 2023 still *n Apr 27 ******************************************** * d*nt have paper w*rk fr*m dr * insurance is pr*blem s* *n and Im a type 1 diabetic als* need these supplies


      Business Response

      Date: 04/28/2023

      When you originally placed a reorder in March to ship on 4-17-23, we had everything that we needed.  On 4-12-23, you had called in and stated that the doctor wanted to change the product from Libre to Dexcom so we needed to get a new prescription.  Our team worked with the doctor's ****** to obtain that.  Someone on our staff called you on the 26th to let you know what was needed to be corrected on the prescription.  Our rep also reached out to the doctor's ****** and the doctor made the corrections to the prescription and sent it back to us late in the afternoon on the 26th.  Your order shipped on April 27th with this tracking number and the order is expected to arrive on Saturday the 29th through USPS:   **********************

      Moving forward, we have a good prescription on file through April of ****. However, she does need to be seen every 6 months by the doctor (in person or through a tele-health visit) in order for her insurance to continue paying for the supplies.  As long as she is seen before October, then we would obtain that after her visit.

      I apologize for any inconvenience that you experienced.  I believe that the need to obtain a new prescription for a different product is what caused the delay.  

      If there is anything else that you need, please call into our ****** and speak with our customer service team at ************.  

       

       

       

    • Initial Complaint

      Date:01/20/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ******** pays for all of my Diabetes needs that are supposed to be supplied monthly by Edwards Healthcare Services. Every month they have an excuse for delay in sending my supplies!! They have even sent forms to a former MD that I have not seen in 5 years!! Their total incompetence has caused me to have high A1Cs!!! Have not received diabetes supplies since 12/12/2022. Every time I call they have another excuse as to why they are not sending them!!!!!

      Business Response

      Date: 01/27/2023

      Good afternoon,

      I show that an order was shipped on 1-24-23 for all of your supplies.  The current doctor that we have on file is *****************  Based on looking at notes in your account, it seemed that the issue was for the testing supplies(which you have since told us that you no longer need) which was on 1-23-23.  Those items require a special authorization from your insurance.  Your other items do not.  So moving forward, there should not be a delay on your orders since we do not have to submit paperwork to your insurance company.

      There is also a note in your account stating that you no longer use strips.  

      If there is anything further that you need, please reach out to our customer service department at ************.  

    • Initial Complaint

      Date:06/01/2022

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      An order was placed with Edwards health Care on 4/26/2022 by my doctor. They later sent in notes from my last visit on May 10th. I don't know what else is required for me to get the DexCom G-6system. Every time I call and leave a message, no one contacts me.

      Business Response

      Date: 06/02/2022

      Ms. *****,

      Thank you for reaching out.  As I am looking in your account, there is an order that is shipping today for the Dexcom product.  Based on the notes in your account, we had not received the needed paperwork from your physician in order to ship the supplies and bill your insurance.  Then when we did receive the actual prescription, the physician office did not include the progress notes which are required to bill your insurance.  

      It appears that our representative spoke to you today about the Medtronic product being on back order and your order was changed to Dexcom.  

      When we did receive the progress notes, your order was set to be processed.  It shipped today and the tracking number is **********************.

      Your prescription is good until May of 2023.  We will need new progress prior to your order shipping in September.  As we need them every 6 months and the ones that we have on file from your physician are dated February of 2022.  

      If there is anything else that you need, please reach out.  

       

       

      Customer Answer

      Date: 06/03/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Edwards Health Care Services, Inc. is NOT a BBB Accredited Business.

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