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| - LOST ORDERS AND MISINFORMATION COST ME MONEY AND MY HEALTH.
I've had two very negative experiences with this company.
The first: Through my doctor, a representative of the device manufacturer ordered a medical device I needed for rehabilitation after surgery through Edgepark. I was told it would arrive within three weeks. I was hoping it would be sooner so I could get started with my therapy. After four weeks it had not arrived, so I contacted the rep. He contacted Edgepark, who said they had misplaced the order. They were going to send it out to arrive in a few days, but I was going to be out of town for a week and didn't want it sitting on my porch in below-freezing temperatures all that time. So by the time it finally arrived, it had been five weeks. Needless to say, this negatively affected my rehabilitation.
Then I was having trouble finding other supplies regarding a related condition which were not covered by my insurance. I tried the company recommended by my doctor, but they were not covered (out of network). They recommended another company which had a lower cost for out-of-pocket. I made two orders to this other company and was satisfied with the product and their professionalism, but a little unhappy about having to pay for rehabilitation supplies out of pocket.
I reported this to my urologist, who got in touch with Edgepark. Edgepark said they would handle it. I spent 7-10 days waiting for them to confirm with my insurance company that I was covered. Finally they verified my coverage, so I bought a month's worth of supplies. All seemed well, so at the end of that month I bought another month's worth. Then I got a notice from my insurance company showing the supplies had not been covered, and a couple of days later a bill from Edgepark for the full amount. I contacted Edgepark and they said they would investigate. After two weeks I had heard nothing, so I called back. They said they did not have a record of my inquiry. I explained the whole thing again, and they said they would get back to me. A month later I got a paper bill from Edgepark, "Second notice." I called back a few weeks later (my life got really hectic and I had other priorities), and was told that the "verification" was only to see if I had insurance, not to see if the particular product was covered. The rep made a canned apology, saying she was "sorry that I had misunderstood" their policy.
I said I had been misinformed, not that I had misunderstood. She repeated her canned apology and told me to have a good weekend.
I could have gotten these supplies a little cheaper elsewhere -- and without the hassle, as I had done twice before my doctor put me in touch with this unprofessional company. I don't see how they are still in business when they make such incompetent errors when my health is at stake.
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