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

• 

  Edgepark Surgical Inc

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

• 

  Liberty Medical. LLC

  PO Box 206229 Dallas, TX 75320-6229

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:11/19/2024

  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.

  On December 29, 2023, I added new insurance to my Edgepark account and selected my order for the Dexcom G7. It quoted me around $300 based off my submission. I do understand with new insurance that there is a prior authorization process and eligibility/benefits check so did expect this. However, I did not receive any further calls or notifications so assumed all was well with the price quoted. I received an invoice for that amount (around $300) and paid it on March 31, 2024. It seemed a bit late in the year to receive this invoice but paid when I received. When I made my payment on March 31. 2024, I was also told this was all that I owed. I planned to place a new order with Edgepark around this same time. Again, this a new year, so expected benefits to be verified once more and deductible amounts determined, which your team did complete. I received a call regarding my March order from a team member who stated the total for this order would be over $1,000. I respectfully declined so I could shop around. Around the same time, I received a bill for over $1,300 for the December order. If I had known it would be $1500 or more for the order in December then I would have declined as well. Again, I was only quoted around $300 when order was placed. I did contact Edgepark and was told "oh, sorry I don't know why you didn't receive a call in December like you did in March." I completely understand that your prices are your prices but there was a lack of price transparency, consent, and communication during the December transaction. We're already paying several dollars being type 1 diabetic so please pick a medical supplier you can trust!

  Business Response

  Date: 11/21/2024

  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.  

• Initial Complaint

  Date:11/13/2024

  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.

  Re-order from Edgepark, had to get another prescription from Doctor because we upgraded to the Libra Sensor 3. Physically went to the Doctors office, they sent in the prescription while we were there, this was on a Thursday. The following Monday called to ensure they got the prescription, they said yes, we are working the order. Told them my wife was out and please expedite. They indicated they would expedite for a 2 day shipping of the sensors. Today Wednesday called again, as we got a letter saying please call unable to get a hold of us. Now they indicated they needed a verbal from the Doctor. WHY they got the prescription, working the order, now need a verbal. My wife has been without sensors for almost 3 weeks while we mess around with this unfriendly company. We are looking for another company as Edgepark will loose our business. Great customer service YA RIGHT!

  Customer Answer

  Date: 11/17/2024

  After two calls from my Doctors Office, they finally shipped the items. So got the outcome I wanted.

  Business Response

  Date: 11/18/2024

  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: 11/18/2024

  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.

• Initial Complaint

  Date:11/12/2024

  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.

  For nearly three months, I have not been able to access ("log in") Edgepark's self-service platform; on each occasion, when attempting to log in, I receive the following message: "There was an unexpected internal error. Please try again." I have attempted to obtain a solution to this problem via Edgepark's customer service phone line only to find that "Returns" and "Tech support" are the same team and that they know nothing of technology and haven't the faintest clue what this problem is or what is causing it (on their end). (In fact, one of these people told me that "internal error" means that the problem is with my computer [an external problem]. Given how obviously stupid and blow-off this response was, I gave up and called to place my order, as I had to do with the last order two months ago.) I have used multiple computers and multiple browsers (Google, Edge, etc.) to no avail; I have changed my password to no avail. The problem is clearly on Edgepark's end and if they can't employ people with IQs sufficient to understand the problem as explained to them then there is no way that they can resolve the problem. (In fact, Edgepark indicates on the log-in page that they are in the process of "improving" the website and to call if problems with the website are experienced; this is a concession that the problem is on their end. I suggest that they not outsource things like this and to ensure that people with IQs above room temperature are responsible for maintaining them.) (I have uploaded images of both the message indicated above and this disclaimer.)

  Business Response

  Date: 11/13/2024

  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: 11/13/2024

  The company did not work to resolve the issue.  They attempted to blame me for the problem, failed to acknowledge that "internal" means that the problem is on their end, offered no viable solution to the problem, and inadvertently conceded that they have no idea what the problem is or why it is occurring.  (The best way not and never to fix an "internal" problem is to blame an "external" user--in this case, the customer.)  (No matter; my forthcoming insurance policy deems them "out-of-network," anyway, so the problem is now someone else's.)
  
  

  Business Response

  Date: 11/20/2024

  It is frustrating when you can’t get the answers you need, and we apologize for any inconvenience this may have caused. When we receive complaints regarding interactions with our agents, we review them internally, including using the calls between our agents and customers as training opportunities. While we cannot disclose any details due to privacy laws, generally when we hear about experiences like this, we work directly with customers impacted to resolve concerns. Edgepark contacted the complainant directly.    

  Customer Answer

  Date: 11/21/2024

  It's obvious that Edgepark doesn't know what the problem is and therefore can't solve it.  It's easy enough to call to order, but they need to invest more time/money in IT to prevent and resolve these problems.  Again, I have not been able to access my online account for three months.  (I'll guess that the probability that I am the only affected party is zero.)  This complaint can be closed as "unresolved," as such; I have nothing else to add (nor does the company).
  
  

• Initial Complaint

  Date:10/28/2024

  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.

  Over the course of multiple weeks I worked with them in placing the order, was told that everything was good to go, then they canceled the order without telling me, had the wrong # for my Dr's office (they had a # in Wisconsin) I had to hold their hand throughout the entire process to fix, only to be told at the last minute they weren't in network for this, even though they had explicitly told me they were when I first reached out while shopping for insurance plans. This process took 3 weeks, I was told there was no issue until now, at which point I am OUT OF MEDICAL SUPPLIES. And having taken hours of time only to be told that they can't help me, despite previously being told A) They are in network, and B) Even telling me what the exact cost would be through my plan.

  Business Response

  Date: 10/29/2024

  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.  

  Customer Answer

  Date: 10/29/2024

   I am rejecting this response because: They did not address the underlying issue here of me being explicitly lied to multiple times about them being in network and covering my medical supplies. I am now out of CGM supplies for my diabetes and will be for several weeks while I go through a different company, because they gave me blatantly wrong information and wasted 3 weeks of my time/supplies saying everything was good and they would be shipping the order, only to be told at the last minute that wasn't the case.

  They did nothing to actually help me, and just told me "go through a different company".

  They are dishonest and incompetent.

   

  
  

  Business Response

  Date: 10/30/2024

  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. Please consider this matter closed

  Customer Answer

  Date: 10/30/2024

   I am rejecting this response because: They still have not addressed their dishonesty and their repeated lies I was told about them being able to provide the service.  I am now out of crucial medical supplies because of their repeated disinformation and incompetence which was told to me multiple times over the course of several weeks. I will likely have to pay over a thousand dollars out of pocket to get my necessary equipment. If this is not resolved I will be looking at legal options.
  
  
  

• Initial Complaint

  Date:10/16/2024

  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.

  Every month EdEgpark DOES NOT SHIP MY ORDER COMPLETE! I have a medical condition for which I need medical supplies. When I ask to be transferred to a supervisor, that rarely happens. When a supervisor does call me back, by the off chance they do, they tell me that if i ask for a supervisor I am supposed to be transferred. I have also been told REPEATEDLTY that if items are out of stock at one warehouse that the system is supposed to search for another warehouse that has remaining items and then ship those out. THAT DOESNT HAPPEN!! I HAVE TO ROUTINELY FIGHT FOR MY SUPPLIES! Once again I have received a call that they are not shipping my order complete. THIS IS UNACCEPTABLE! Every tiume I complain i get a "shucks ma'am, we're looking into it and this won't happen again" letter. THEY DON'T CARE AS THEY DO THIS EVERY SINGLE MONTH! THEY ARE PLAYING WITH MY HEALTH AND THAT IS NOT ACCEPTABLE!

  Business Response

  Date: 10/23/2024

  We understand how critical it is for orders to arrive when our customers need them. Our top priority is ensuring continuity of care for the health and wellbeing of our customers. We take complaints like this seriously and typically, when we hear of an experience like this, make every attempt to reach a customer to come to a resolution and help them get the products they need. 

  Customer Answer

  Date: 10/23/2024

   I am rejecting this response because:  This is the standard "canned" response in the letters I  get from them every month stating how much they care, they'll fix the problem, etc.  The person who called me before business repsonse was filed once again didnt' care, gave me the "shucks ma'am", "we're sorry ma'am", "that won't happen again ma'am"!  I THINK OVER 7 MOTNHS OF THIS NONSNESE SPEAKS FOR ITSELF!  NOTHING HAS BEEN CORRECTED!  THEY DONT CARE AS THEY SEND OUT THE STANDARD RESPONSES EACH TIME!  RESPONSE DOES NOT STATE WHAT ACTION THEY ARE TAKING TO ENSURE THIS NEVER HAPPENS AGAIN!  THIER LIES AND SHIPPING DELAYS/FIASCOS SPEAK FOR THEMSELVES!  RESPONSE DOES NOT INDICATE WHAT ACTION THEY ARE TAKING TO EDUCATE THEIR STAFF!  i WAS BLATANTLY LIED TO AND THEIR RECORDS SHOW IT AS NOT ONE, BUT FOUR REPRESENTATIVE TOLD ME THAT THERE WAS A NOTE THAT A SUPERVISOR WAS SUPPOSED TO CALL ME 10/21!  WELL GUESS WHAT!?!  SHOCKING, NO ONE CALLED ME-I HAD TO CALL THEM!

   

  
  

  Business Response

  Date: 10/24/2024

  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. 

  Customer Answer

  Date: 10/25/2024

   I am rejecting this response because:  This is their STANDARD RESPONSE TO BBB compaints.  They REFUSE to address the issues publicly with thier company and try to hide behind what they say are privacy laws.  They dont care at all and will continue to treat people with medical needs horribly!  I will continue to fight for what is right, and if necessary obtain a lawyer to get the supplies I need every month for my medical condition.  How they are still in business is beyond me!  At least others can read this an other compalints and decide for themselves if they want to deal with a lying, deceitful company.
  
  
  

• Initial Complaint

  Date:10/15/2024

  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.

  I am filing this formal complaint against EdgePark for its consistent and unacceptable delays in delivering vital medical supplies for my child. I have been a customer of EdgePark for an extended period, but throughout this past year, they have consistently failed to deliver essential medical supplies on time, endangering my son's health and well-being. These supplies include a month’s worth of Neocate Junior formula, g-tube feeding bags, and tubes – all critical for my son’s nourishment, as he depends entirely on these for his meals. My son has a g-tube and several severe food allergies, including Eosinophilic Esophagitis (EoE), which makes it impossible for him to eat regular food. Without timely deliveries, he is left without the means to receive proper nutrition, which puts his health and development at serious risk. Despite my efforts to communicate and seek resolution with EdgePark, the issue has persisted. Each month, we experience delays that force us to reuse old feeding bags, which presents significant health risks. Reusing feeding bags and tubes increases the chances of bacterial contamination, which could lead to infections or other medical complications. I have explained these dangers to EdgePark repeatedly, yet they have failed to address the root cause of the delays or offer any long-term solutions. To make matters worse, this is not an isolated incident. Every month, the delay recurs without any meaningful explanation or plan to prevent it from happening again. We are dealing with life-sustaining supplies that should never be subject to repeated delays or poor service. I have taken the step of filing this formal complaint with the Better Business Bureau in the hopes of urging EdgePark to take their responsibilities seriously and rectify the situation. Families like mine rely on their services for the health and safety of our loved ones, and their ongoing failure to deliver supplies on time is entirely unacceptable.

  Business Response

  Date: 10/17/2024

  We understand how critical it is for orders to arrive when our customers need them. Our top priority is ensuring continuity of care for the health and wellbeing of our customers. We take complaints like this seriously and typically, when we hear of an experience like this, we make every attempt to reach a customer to come to a resolution and help them get the products they need.

  Customer Answer

  Date: 10/21/2024

   I am rejecting this response because:
  While a appreciate the sentiment and the "we promise to do better", I have already done this dance before and have been met with continued failed systems. Will there be any accountability (consequences) for the incredibly poor job EdgePark has done this entire year? If there are consequences, that tells me EdgePark might be actually taking this seriously. Without it though, I flat out reject the "trust us this time" attitude. How can I?
  
  

• Initial Complaint

  Date:10/14/2024

  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 ordered a breast pump through ************ which is affiliated with my insurance. The cost of the breast pump is not listed on their website, but the manufacturer's price is $249. An insurance representative was on the call with me when I made the purchase. My insurance covers any breast pump up to $550. I received the breast pump in April. Now on October 12 I received an e-mail indicating that I had an unpaid bill due to edgepark. They had charged me $727 my insurance paid $557 and that I still owe $170. This is obvious price-gouging and not having pricing available on their website amounts to deceptive billing and business practices. The have already been paid over 200% of the cost of the item and are still wanting me to pay more on top of that out-of-pocket.

  Business Response

  Date: 10/15/2024

  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.  

• Initial Complaint

  Date:10/10/2024

  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.

  Edgepark Medical Supplies has failed to ship Dexcom G7 sensors that were Medicare eligible since (/27 with today being October 10, 2024. Given that I am completely out of sensors authorized and needed and heretofore provided without incident, lacking said sensors puts me at serious medical risk for insulin complications and hospitalization. Edgepark identified themself as being at fault and had low level communication apologize and took no action to solve a serious medical issues. I was promised expeditious shipping which is totally disingenuous. Flat out lie. Edgepark has this reputation and solidified how bad to their consumers/customers that they can be.

  Business Response

  Date: 10/11/2024

  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: 10/13/2024

  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.

• Initial Complaint

  Date:10/09/2024

  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.

  Edgepark medical received a referral for diapers for my 5 year nonverbal autistic daughter. They contacted me and sent paperwork to sign. I was told on the phone that they would make sure insurance covered before they shipped the diaper. They would call me and let me know if there was an issue before shipping. If insurance covered them they would send an invoice and the diapers. I never received a call. I received a box of diapers in the mail with an invoice included for $25.00. The invoice states “We have determined that you owe the balance indicated below for the enclosed order. I found out after I received the diapers and $25.00 invoice that it was not covered by insurance. They never informed me and the invoice did not reflect that. I was told I actually owed $73.60. That is the cash pay price for diapers from them. I have a fully dependent disabled child. They mislead me and took advantage of the situation. No where on the statement I received with the diapers does it say they hadn’t filed with insurance yet and it wasn’t or possibly would not be covered. By shipping the diapers with a $25.00 invoice it looked as if insurance covered it. They never called me to let me know. The first representative assured me they would call if there was an issue. The diapers were fairly low quality and way overpriced. We have a lot of expenses for her. We didn’t need to be ripped off so deceptively by this company. I only found out when I called to pay the 25$ that they either hadn’t billed insurance yet or it was denied. I should have pushed back on this to only pay the $25 but I have enough stress trying to care for my child without help and everything else I do. Had they done what they said they would and called or told me what was going on, and I used them, I would have paid the money without question. They are using unethical business practices.

  Business Response

  Date: 10/10/2024

  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.  

• Initial Complaint

  Date:10/09/2024

  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.

  [[BBB transcription via transfer, see attachment for complete complaint details]]

   I would like to bring to your attention a possible Medicare scam or even potential fraud. I (aged 78) was referred to a Company in Ohio named Edgepark Medical Supplies to obtain a supply of Libre 2 sensor/patches prescribed by my Endocrinologist Physician for monitoring my glucose since I am a type II diabetic. Edgepark, with absolutely no input from me- NONE, decided to send me a several month supply of the sensor/patches. At the time, this didn't arouse any suspicion with me as my experiences with establishments such as Walgreens, CVS, and Rite Aid was simply that an Rx from a Physician is typically for a 90-day supply- the Drug chain fills the Rx and charges the Insurance and a very small co-pay if indicated. All this is done at the point of sale; no nonsense involved with a convoluted Insurance/Vendor transaction! When I originally spoke to a gal in Edgepark Customer Service to sign up for the Libre 2 supplies, I was told very specifically "these are covered by Medicare and you won't have any co-pay". Things went along OK for about a year with them routinely sending me the sensor/patches. But then at the end of 2023, I opted to change my Medicare Advantage insurance carrier from United Health Care to Devoted Health Care, effective January 1, 2024. Devoted uses CVS Caremark to have their insured provided with the Libre sensor/patches. Well, beginning in the first several months of 2024 I began getting bills from Edgepark for $538.10 for patches. I have called them multiple times and written them (via USPS certified mail) four times telling them I don't owe them anything because I never requested nor received anything from them in 2024. Their response is that they sent the supplies in 2023, but- and get this, even though they send out several months' supply of the product, they bill the Insurance Company over the next couple of months in separate individual billing transactions! That's right, they send the product but then bill in subsequent individual billings over a period of the next several weeks or months. I told them "look, I neither ordered anything nor received anything after I changed insurance companies, but their answer has been, "oh, yes that is true, but we are now just billing the insurance company here in 2024 and the Insurance Company won't pay because you no longer have insurance with them." I told them, hey, the deals you have with the Insurance Companies is between you and them- that's your business; I don't have anything to do with that and in addition, I was told by your Customer Service Rep that "there is no co-pay and the products are covered under Medicare". Regardless, Edgepark continues to tell me I owe them $538.10. I am concerned that Edgepark may have tried to pull this fast one on other Senior Citizens and collected money they are not entitled to because of their own internal policies which offer the opportunity and possibility of them collecting more than the Medicare allowed amounts for the products covered under Medicare. Clearly, Edgepark' s policies are suspect and out of the norm for the conduction of a legitimate business. Please let me know if you need any additional information which I'd be happy to supply.
  
  

  Business Response

  Date: 10/15/2024

  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; however, once the claim process there maybe additional amount due. 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: 10/21/2024

   I am rejecting this response because:  Hogwash!   Edgepark dodged the issue.   Edgepark did NOT bill my insurance in full at the time the product was sent to me.  I was fully covered for the full price of the product at the time it was sent to me-  Fully covered- no deductible or co-pay.   Apparently, unlike Pharmacies which provide a 90 day supply and bill the insurance companies at the time the product is given to the insured, Edgepark plays it cute and bills the insurance companies over a period of several months.   Edgepark waited until the following year (yes, the following year) to bill the insurance company on my behalf, but as with many Medicare patients, I had a change of insurance company with the new year so I was no longer covered by the "old" insurance company.   I assumed (yes, a**/me) that Edgepark would have billed the insurance company upon providing the product to me; I had no idea they have their own sweet deal in order to collect more than fair market value.   My new insurance simply has CVS provide the product to me, and yes, they bill for it when they provide it to me.    Thank You.
  
  
  

  Business Response

  Date: 10/23/2024

  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: 10/28/2024

   I am rejecting this response because:  Edgepark erroneously states "due to privacy laws, we are unable to go into detail on this public platform regarding any steps we may take".   Cleary the people at Edgepark don't understand the HIPAA laws and regulations.  They have nothing to do with Edgepark's decision to forego the clearly stated "there will be no co-pays" they tell you if you decide to use their services.  This is a toxic company and I suggest you issue a warning to people who might be considering using them for medical supplies.   Don't let them fool you, this is about money, ill gotten money.    "Buyer Beware"