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  • To whom It May Concern: I was the caretaker of a friend that had a liver transplant. If any of you are caregivers, you know it is a big responsibility and can often take an emotional toll. The person I was caring for began receiving multiple boxes of supplies. An outrageous amount. When I researched why, I found he had 2 accounts. My first customer service ended with me trying to go back and forth with the home health agency and Edgepark to correct the problem. It became frustrating so, we decided we would just donate any supplies we were left with. The next thing I know, we received even more supplies. I contacted Edgepark and asked to return to credit supplies since this should have already been addressed at last call. The girl on the phone, wanted me to go through all boxes and name every item I was returning. This was not the way it should have been done. Edgepark could have counted the supplies when they arrived and credited. What if I was an elderly woman without a caregiver? Is this the way you treat your customers? The woman kept repeating herself like she could of cared less and she said I had to do this to return items. I was so tired-I was in tears and told her that she was being condescending and not helpful at all. Shame on you as a company. This is abusive and you are charging insurance companies for double supplies the patient is not going to use. Then someone showed up a couple of days later and picked up only 1 box because the person I was caring for did not know what to do and we weren't expecting anyone. We still have 3 boxes of unused supplies. Sounds like Insurance Fraud to me. I do want to commend a wonderful Customer Service Rep. named Fernando who the person I was caring for called on 7/27/2017 when Edgepark tried to deliver even more supplies. He immediately found that the reason for the 2 accounts was a spelling error. He said he could immediately cancel one of the accounts. He was polite and respectful and professional. We cancelled both accounts with Edgepark. I will be taking my complaint further since Edgepark seems to be sending supplies that are not needed and charging Insurance Companies. Your Representatives should remember there are ill and elderly people receiving supplies and making any customer go through multiple boxes, is an abuse to the people you serve. This complaint will be going further to BBB and/Or Attorney General *****Update-Still receiving supplies: We just received a suture removal kit even though the customer's staples were removed at the clinic 2 weeks ago-It is like they are randomly sending supplies without anyone ordering them. Time to take complaint further.
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