Complaints

This profile includes complaints for Edgepark Medical Supplies's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Edgepark Medical Supplies

  1810 Summit Commerce Park Twinsburg, OH 44087-2371

• 

  Liberty Medical. LLC

  PO Box 206229 Dallas, TX 75320-6229

• 

  Edgepark Surgical Inc

  5400 Sandshell Dr Ste 160 Fort Worth, TX 76137-2483

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.

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Didn't bill both my insurances then extorted me for money by withholding necessary medical supplies and when I sent a check they said woops we won't refund the money we stole from you.

  Business Response

  Date: 02/04/2025

  We take complaints like this very seriously and, generally, when we are made aware of a complaint of this kind, we work to seek resolution as quickly as possible. However, due to privacy laws, we are unable to go into detail on this public platform regarding any steps we may take.

• Initial Complaint

  Date:02/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My doctor sent a prescription through Edgepark Medical for Dexcom G7 90 supply. The first order was quoted $229,50 and I was charged $229.50. The second order was quoted $229.50 and I was charged $229.50, but a little over a week later I was billed additional $800. I contacted my insurance company and Edgepark incorrectly charged medical claim and not a pharmacy claim resulting in the $800. Edgepark is refusing to reprocess the claim under pharmacy and claiming I owe the additional $800 simply because of a clerical error. I have not control over the clerical information at this company. I have reached out to them several times and they refuse to work with me to simply process the information correctly through my insurance. The correct charge of $229.50 is what I did pay. I should not have to pay the $800 and want it removed as a charge.

  Business Response

  Date: 02/03/2025

  As a durable medical equipment (“DME”) supplier that submits claims for payment to health insurance companies, Edgepark must work with health plans to determine the amount owed by a patient for co-payments or deductibles, which oftentimes can be challenging. Edgepark’s typical process is to estimate the patient’s responsibility for any medical supplies based on information provided by the patient’s health plan, although this amount is always subject to change until the explanation of benefits is provided by the plan that details the amount the patient owes after the claim has been adjudicated. Edgepark contracts with approximately 1900 health plans across the country, and the coverage rules and the amounts owed by each patient vary from plan to plan.  We strive to estimate the patient’s financial responsibility accurately, but there are a number of different factors that may lead to an inaccurate estimation. Once the claim is finally adjudicated by the plan, to the extent a patient has overpaid any amount to us, our policy is to refund within 60 days.  

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My name is ***** *****. I have full health care and financial POA for my 92 year old Aunt, **** ********. Her date of birth is 5/9/1932. My Aunt has United Health Care and it is a blended Medicare/Medicaid program. Any supplies my Aunt needs are paid for 100%. On occasion, Edgepark sends a bill to my Aunt. Any and all supplies are either ordered by attending nurses and approved by her doctor or by her doctor writing a prescription. What always happens is I phone in to billing at Edgepark. They argue with me, as they did today, that my Aunt has a co-pay and it is money she owes. I make an attempt to explain she does not owe anything, they continue to argue that she does. I thank them for their time and then file a complaint with the BBB. Edgepark receives the complaint and takes care of the issue virtually immediately. I don't know why I spend time on the phone when this works best, but I keep thinking maybe I will reach someone in billing who gets it, but I never do. I am asking that Edgepark do whatever it is that they always do when I file a complaint and wipe out the balance on the bill dated 12/24/24 for $21.06 and the balance on the bill dated 11/19/24 for $41.72. I am glad my 92 year old Aunt has me to play middle man with Edgepark. I feel sorry for the elderly who do not have someone to run interference. This is frustrating to say the least. I look forward to this issue being corrected. Should someone need to contact me, please feel free to call. Thank you

  Business Response

  Date: 01/31/2025

  We never want our customers to feel surprised when they receive a bill from us and are sorry to hear about this. We work closely on every order with each customer’s insurance provider to determine ahead of the order being placed what the out-of-pocket cost may be to the customer and communicate that accordingly prior to shipment. For many of our products, we also offer an online tool in which customers can check insurance coverage prior to placing an order – and our customer service teams are also able to assist over the phone.  

  Customer Answer

  Date: 01/31/2025

   I am rejecting this response because: Edgepark is spewing dribble with the response they offered. My Aunt's supplies are always for wound care, undergarments or wipes. Those items are covered by her insurance at 100%. It has been explained to me in the past that because her insurance is a blended Medicare/Medicaid program, it has to be billed in a particular manner to get the entire bill paid. She does not EVER have a co-pay or deductible. It strikes me as peculiar that when I sign into her account today, the balances are wiped out, but Edgepark admits to no wrongdoing in billing her those amounts in the first place. She now owes nothing, so I have accomplished my objective with filing my complaint and I appreciate the BBB for their part in this. I just wish Edgepark would own up to their mistake in billing my Aunt as opposed to some song and dance about how they inform everyone of co-pays and deductibles and stop doing this repeatedly and making me go through this process several times a year to get the amounts she is billed improperly wiped out. MY AUNT DOES NO HAVE CO-PAYS AND DEDUCTIBLES WITH HER TYPE OF INSURANCE!   
  
  
  

• Initial Complaint

  Date:01/09/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I contacted edgepark to get formula through my insurance. Each month I was to receive 10 cans, there was always a problem. I had to spend hours on the phone with customer service who could do nothing to help. I had to take matters into my own hands and call my pediatrician and insurance to have them get the proper info to edgepark. I realized it was edgepark’s lack of communication between depts that was causing the issue. Whenever something was needed I had to do it because if not I would never get my order and customer service blamed it on the processing dept. This month I was supposed to receive my order on 1/2/2025. On 12/19/24 they ask for confirmation that I need the order. Yes, I do. Well 1/2/25 comes and goes. I call on 1/3/25 to get an update and was on hold for 40 minutes while caring for my 8 mo old. I was told I only had 3 cans left on my prescription of 90 days and they needed authorization new prescription. He said they would send out the 3 cans right away, then reach out to my doctor for a new prescription. I called my doctor and had them send a new one because I was low on formula and didn’t want to wait. I call back on 1/6/25 and am told that everything is fine and nothing is needed. I call on 1/7/25 because my account still says pending and I have not received the 3 cans promised. They now tell me that a different form is needed. I speak to a supervisor who says there is nothing I or them can do, I have to wait for the medical team to process the request to send my doctor a form. She offers to send me 2 cans complimentary to hold me over. 1/8/25 my account shows the 2 cans she said would be sent out by today as pending. So I now have 1 can left of formula to feed my child and not one of my two orders have moved from pending. The stress of not being able to feed my child is making me anxious and all because a company could not be proactive and send the correct forms on 12/19/24 when they saw I needed the order. They should be ashamed of themselves.

  Business Response

  Date: 01/09/2025

  We are sorry to hear about this experience. Our top priority is ensuring products get to our customers exactly when they need them – and we understand the stress it causes when orders don’t arrive on time. We have taken this feedback back to our team to understand what additional measures can be put in place to avoid something like this from happening in the future. 

• Initial Complaint

  Date:01/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I am a type 1, insulin dependent diabetic. I originally called Edgepark on November 9, 2024 regarding an extra shipment of diabetes management supplies due to pregnancy and increased insulin needs. They quickly sent me a one month supply. On that phone call, I was also told my usual 90 day supply would be shipped on December 4, 2024 and the copay would be $12. Since I had reached my deductible with my insurance company at that point, I knew that would be my total payment for this order. 12/4 came and I checked my order status and the ship date was now 12/9. 12/9 came, and now the ship date was listed as 12/16. By that time, I would be out of supplies. 12/16 came, and still no order. I had to get emergency supplies from my doctor and pay for needles from my pharmacy. The ship date changed to 12/24, and again to 12/31. Throughout the month of December, I called at least once a week and customer service told me repeatedly that it was the fault of my endocrinology office, which I knew was not true given the doctors office also called Edgepark numerous times and sent documentation multiple times.I am now being told my oder cannot ship before 1/6, which means I will again run out of supplies. Once the order finally does ship, I will have to pay at least $375 for the order. Edgepark told me they cannot control how much insurance covers, and there were, conveniently, no supervisors available for me to speak to. I reminded them that they had full control in shipping my supplies a month ago, so they should figure out covering the cost. I cannot live without my insulin and Edgepark lacks the ethics to understand or care about that fact. I would like them to be held responsible for their lack of morals and care for human beings, as well as cover the cost of the order. Ideally, Edgepark would no longer exist as a medical supply company. They are not fit to have the health and wellbeing of thousands in their hands.

  Business Response

  Date: 01/06/2025

  We take these concerns seriously and always want to help our customers as quickly as possible in situations like this. However, due to privacy laws, we are unable to disclose specific details on this public platform. 

  Business Response

  Date: 01/06/2025

  We are sorry to hear about this experience. Our top priority is ensuring products get to our customers exactly when they need them and we understand the stress it causes when orders dont arrive on time. We have taken this feedback back to our team to understand what additional measures can be put in place to avoid something like this from happening in the future. More Information...

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Someone needs to investigate this company. They have had my son’s script for weeks and it’s been nothing but games. It’s one excuse after another. The attorney generals office in Ohio needs to look into Them asap. My son’s doctor wrote him a script for boost supplement drinks since my son is 7, autistic and not eating anything only drinking liquids this is an urgent matter. The doctors office sent the script to this supplier. And it’s been nothing but a mess. They are completely incompetent of processing anything correctly. They had my son’s insurance prior approval for 2 days and didn’t process it. Until I called and told them to look it’s been approved and it was sent electronically from united health care. United health care and myself called them together to catch them in lies. Edgepark tried to blame united meanwhile I had united on the call and they didn’t know. They had my sons order for 5 days before they even inputted his information into there system. Then they had to get a prior authorization. Playing games with vulnerable people who need medical supplies to live is disturbing and dangerous. We still don’t have my son’s boost supplement and today I was told don’t expect anything until Jan 6 and after. Since they are off the weekends and next week is new years his order wouldn’t be moving much. The warehouse pulls it, then. A carrier picks it up. And then it takes 3-5 days. They are making money on charging insurance for items no one is getting. Look at the reviews online. Please someone help us.

  Business Response

  Date: 01/03/2025

  Order delays are frustrating. We understand there are sometimes circumstances that may delay a customer’s order, but it doesn’t take away from the stress that delay may cause our customers. We apologize to anyone that has had an experience like this and always work to try to resolve these types of experiences as quickly as possible. 

• Initial Complaint

  Date:12/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In August 2024 I reached out to refill my diabetic supplies with Edgepark Medical. Knowing, I had met my out of pocket maximum already and my copay for supplies would be $0. Specially on this phone call, I was told “because you met your out of pocket max, you will owe $0.” I gave reasonable time to get the documents needed. They did not ship my order out until 9/3 and therefore my benefit period had renewed already. It is very peculiar that because for me personally they sent orders out within 24 hours in the past, all of the sudden when I had reached my max, it took almost a week to send the order out. I called customer service in the fall to discuss this and they told me that I owed approx $200 because once it’s submitted to insurance could always change. They told me there was nothing that could be done. Fast forward to today, 12/8/24, I called to confirm an order for my pump supplies again, and was told the same thing, that because I had reached my out of pocket maximum, I would owe $0. I quickly corrected the person on the phone, because had just looked at something from my **** insurance that said my deductible only had a few hundred dollars towards it, and my out of pocket maximum had around $1,000/$6500. I had a similar issue with this company 2 years ago in January, they did NOT check my benefits like they said they did, and it almost caught me thousands had I not caught this. This company is horrendous to work with, it gives me such anxiety that I have to go through everything with a fine tooth comb because they are NOT trustworthy. They have once again proved that they are incompetent and that they do not do the bare minimum, actually check insurance.

  Business Response

  Date: 12/11/2024

  We take complaints like this very seriously and, generally, when we are made aware of a complaint of this kind, we work to seek resolution as quickly as possible. However, due to privacy laws, we are unable to go into detail on this public platform regarding any steps we may take.  
  

  Customer Answer

  Date: 12/11/2024

   I am rejecting this response because:
  I spoke to someone with Edgepark yesterday to review the matter. In follow up of my original complaint, the person who answered the phone regardless of me specifically saying “do NOT send this order until my insurance is checked again and I am contacted with a phone call regarding what my coverage is.” The insurance was not checked, and the order was shipped. To adequately do research on this and make sure all ducks were in a row, I had to clock out for over an hour at work yesterday and subsequently lost income because of handling their screw up. The lack of professionalism that this business has and the amount of times they just do what they want, send order, do not check insurance or verify benefits, is mind blowing to me and SO frustrating because it is now affecting my income to resolve these issue that, could be completely prevented.
  I am aware that my financial responsibility can change after submitted to insurance (another crime if you ask me), however, to not even make attempts to verify my insurance besides checking online, when there’s clearly an issue existing, is pathetic and inexcusable. This is not the first issue I have had with this company, they didn’t check my benefits in January 2023 and I had to contact BBB regarding that issue and their criminal billing ways at that time too. I was subsequently refunded a $1,500 “discount” they gave me, when they didn’t send my supplies to the right insurance carrier and then charged me out of pocket for it and LIED about it. 
  
  

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I placed an order and did not receive it. When I checked online to see the status it says that awaiting dr ********** then called my ************** and they have not heard from Edgepark since May. I then called Edgepark and was told that they needed to speak to my **************** They stated that they had called and it was closed. I asked them why they didn't call back. You would have thought I asked them to send it for free or something. They kept trying to talk over me and eventually i had to say "Stop Talking' and listen to me. I asked her is they intended to calling the ************** during business hours and she basically told me that they will do that when they want to. I stated to them that if I didn't see shipping on my products that I would look elsewhere for my supplies. This is the second time this has happened to me. Their system does not allow follow up on pending orders. Must be corrected.

  Business Response

  Date: 12/09/2024

  Whenever we receive a complaint regarding our customer service team, we take action so that our agents can learn and improve by reviewing customer calls and conducting one-on-one mentoring and training. Additionally, we always try to reach customers whenever possible when receiving a complaint like this to try to discuss concerns and find a resolution together.  

• Initial Complaint

  Date:11/28/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I have been receiving diabetes supplies from Edgepark for a year or more. For reasons that Edgepark cannot tell me truthfully, I have not received my most recent *** sensors. I've made multiple calls to Edgepark and simply get the runaround. The first time I called, a nice "young" lady seemed to want to help by sending me a one-time order of one sensor, to use until I would get my regular order. This, on Friday, to be sent out the following Monday. Evidently that didn't happen, so either she lied or someone didn't give a damn about my well-being. The one-time order wasn't shipped until I called on Wednesday, if then. Evidently they are making plenty of money in the healthcare game and couldn't care less about individuals needs, if it's a burden for them. Also, their website is terrible as far as account information goes. Just log on and try to find out info about an account. Mostly info about buying their products. As far as I know, there is no way to contact support except by phone, which, of course, leaves no traceable interaction information for future problem resolution. Since I'm not far away, I may take a trip to meet the business in person

  Business Response

  Date: 12/04/2024

  Order delays are frustrating. We understand there are sometimes circumstances that may delay a customer’s order, but it doesn’t take away from the stress that delay may cause our customers. We apologize to anyone that has had an experience like this and always work to try to resolve these types of experiences as quickly as possible. 

  Customer Answer

  Date: 12/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is semi-satisfactory to me. I received a call and the problem was explained to me. I believe however the business should have notified those of us that have been impacted by this unacceptable delay in receiving our medical supplies. Their website is useless in obtaining any information pertinent to this.

• Initial Complaint

  Date:11/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I have been speaking to Medica reps for the last 5 months so regarding ordering abreast pump through my insurance. After numerous calls with Edgepark, my insurance, and my doctors office the breast pump was finally shipped. I have even spoken with my insurance and Edgepark on the phone at the same time at least twice to verify the insurance. I called this morning for the second time regarding the bill that I am receiving and the rep I spoke with stated there were no notes or call records on the account regarding the issue. Nor was my insurance information ever updated despite numerous calls with them regarding the issue. I have even talked with a supervisor about the issue and it still has not been resolved. The breast pump is fully covered under my insurance and I should not be receiving any bill

  Business Response

  Date: 11/25/2024

  We take complaints like this very seriously and, generally, when we are made aware of a complaint of this kind, we work to seek resolution as quickly as possible. However, due to privacy laws, we are unable to go into detail on this public platform regarding any steps we may take.