| rev:text
| - Edgepark is a clear example of the worst things about the American health system. Don't use them unless you have literally no alternative.
I called Edgepark in June to re-order medical supplies. I wear a Dexcom Continuous Glucose Monitor (CGM), and I was going to spend July in Europe, so I wanted to ensure that my supplies would arrive on August 1 upon my return (my last sensor would expire on July 30).
The representative on the phone GUARANTEED I would have the supplies upon my return, and that I would have to take no further action.
On July 29--while I was still in Europe--I received a voicemail that I "had to take further action to complete my order." Strike 1.
I called immediately upon returning to the U.S., and was informed that my payment information was invalid (despite the fact that the representative I'd spoken with in June GUARANTEED me that my order was all set, and that they had the exact same payment information on file that I'd used for the same order in May). They said I owed them $163.52. I had clearly told them that I needed my CGM sensors because I was leaving for a conference on August 3 and needed a CGM while traveling, but getting $163.52 from me was more important than protecting my health. I had been a customer with Edgepark for 2 years at this point, by the way, so I was not some random new customer.
I called my insurance provider on August 1, and the rep explained that Edgepark should be directly billing my flex spending account, not billing my FSA debit card. She then conference called Edgepark and we spoke to a representative. My insurance rep explained the billing situation to the [rude] Edgepark rep, who then confirmed "everything is verified, we'll ship today, you should receive your supplies by tomorrow or Wednesday at the latest." I reminded her that I needed the sensors for my conference and the rep GUARANTEED that my payment had been resolved and that my supplies would arrive on time.
They didn't arrive. Strike 2.
I called Edgepark and was told that "they had not submitted a payment request to my insurance company." Literally, their system didn't even show that they had contacted my insurance company at any point, DESPITE the fact that they had already paid Edgepark thousands of dollars to cover 90 percent of the cost of my order AND the call 2 days prior had supposedly confirmed that everything had been settled. At this point, it was too late for me to receive the CGM sensors in time for my conference, and yet again they were asking for "valid payment information." I relented and gave them my personal credit card number to cover the $163.52 after verifying with my insurance provider that they would reimburse me. Finally, they shipped my order.
The following Monday, I went online to submit a reimbursement claim. There, I found that Edgepark had deducted $163.52 from my FSA. AND they had charged my credit card. So I was ineligible for reimbursement from my insurance provider. Strike 3.
I called Edgepark, and their records showed that they had charged my personal credit card... but their system had NO RECORD of the $163.52 deduction from my FSA. Nobody would refund my money.
I was refunded the money nearly 2 weeks later, after half a dozen phone calls with Edgepark, several problems with their computer system and broken promises, and having to live for a week without a CGM. At one point during my convention, by the way I woke up with a blood sugar of lower than 40 mg/dL. This is extremely dangerous--well within the boundaries of a possible seizure or even death. A CGM could have helped me prevent this, but Edgepark needed its $163.52 before they could ship me potentially live-saving medical supplies.
They never offered me an apology or discount or gift card or anything to make up for wasting my time and endangering my life. This is a terrible company with atrocious customer service, a terrible lack of professionalism, a total lack of expertise, and no compassion or regard for the well-being of its patients. It is a for-profit corporation that cares about one thing: money.
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