| rev:text
| - Run cash price on your credit card before even billing insurance, every rep made a major mistake, can't get any straight information. Luckily I wasted a lot of time and effort and did not hand them over money. After looking at reviews and two months of trying to place an order, I am done with this company and suggest no one else try to use them.
Problems:
They insist on a credit card on file and bill you for cash prices before the item ships (before they have billed insurance or even gotten the Drs prescription or verified your insurance) - the price kept changing up and down $200 depending on how the rep entered the info (if they entered it using insurance or a cash price - we should have owed less than $30 not several hundred).
When you ask for a supervisor, you get another rep (not a supervisor/manager). That rep sometimes will fix the problem (only to have it messed up again by the next rep) and the other half of the time will argue with you about something a previous rep fixed.
Not a single rep could do their job correctly - every single one made big mistakes.
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I called re cpap supplies. Account was created and they put in some items and did an insurance verification. I said I wanted to pay after insurance was billed - not give a credit card up front and I was told this was fine. We have had problems before with companies not billing correctly or at all and then 1-2 years later wanting the money in full.
I had to ask for information to create an online account, they didn't offer that.
The next day online I added a mask to the order - it wanted money at the time of placing the order. I called and was told oh it does that online, let me do the order (and they put it in).
No word, 7-10 days later I checked the status. They had not checked with the Dr for a prescription and said they had not verified insurance (they said the first rep who did an insurance verification didn't really do this one they wanted - huh?). They said the field for the phone number on our account that they used was not filled out and could not bother to use the field that we filled in with our phone number nor email us.
No word for another week, then they said there was a typo on the phone number field they used for calls (Argh, no effort on their part at all).
A few days later they called saying they needed our attention for the order. The rep said we owed a couple hundred dollars. I said our insurance covers all the equipment and we only owe 20% of the contracted price (nowhere near what they were asking). After more arguing (always arguing with them), I asked for a supervisor again (got another rep I believe). That person said that the order was entered incorrectly, and the mask/headgear was put in as cash and not to be covered by insurance. She corrected this.
A few day later they called saying we owed them money for the order. I checked the web page and it said we owed about $20. I checked our insurance web page and it showed nothing has been billed. I called edgepark and confirmed again they had not talked to the Dr for a prescription nor had they billed insurance (I had to keep asking as they would just ignore me the first several times I asked). I again said we didn't pay until after insurance was billed. She insisted we had to pay before it was shipped or billed. I again asked for a supervisor (got another rep I think). That person started saying I owed several hundred dollars. I said the web page said only $20 and that we paid after insurance was billed and they had not contacted the Dr or billed insurance yet. She argued we owed the money, I said the last supervisor fixed it as it was not a cash price. She kept ignoring me and just kept saying we owed the money.
I asked for an escalation above her head and was told I would get a call back. I got a call a couple days later from a supervisor who left an extension to call, I called back but got the regular reps - so I asked for another call from the supervisor. I didn't call back for over a week as I was on vacation, but after a week I got a couple of calls from supervisors that left messages. I tried to call back and was told they were on the phone or away from the desk and the only way to reach them was to play phone tag until they called when I was available.
Based on their past performance and the reviews here, I am moving on to another company.
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