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:07/21/2025

  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.

  My daughter has a milk protein allergy which requires a special formula at her doctor’s recommendation. On April 28, 2025, the order was sent to Edgepark along with our insurance information. I was told by a customer service rep over the phone that nothing would be shipped without prior approval by the patient because there could be a cost associated depending on the feedback they receive from our insurance. On April 30, 2025 at 7:56pm, I received an email from Edgepark indicating my order had been shipped. Upon receipt, I immediately called the customer service rep to understand why this was being shipped before I was consulted regarding cost and approval to receive the items. The woman explained to me that there would be no cost associated with my receipt of the goods based on her confirmation with my insurance company. She assured me that this was why the order was shipped without my approval.
  Later in May, my insurance company denied the claim for $959.16. My insurance company explained that I am 100% covered through our pharmacy benefit and Edgepark submitted through our medical benefit. When I contacted Edgepark they confirmed they cannot run the order through a pharmacy benefit. I was told to escalate with my insurance company, but the reps at Edgepark refused to provide any type of proof that they received confirmation of full coverage in April. My insurance company refuses to pay and Edgepark sent me a revised bill in June for $671. I’ve spent hours speaking w. service reps in the escalations department, but they could only get the balance down to $335.70 (arbitrary number). I’ve been told that there seems to have been a glitch in the insurance checks process for my order because it was sent so quickly and without patient approval. Given this information, I do not think I should be charged anything. I never agreed to receive the items and there was a failure in the process at Edgepark.
  I've spent countless hours on the phone and I need a resolution.

  Business Response

  Date: 07/25/2025

  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.  

• Initial Complaint

  Date:07/20/2025

  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.

  I received a defective insulin pump from Edgepark, that nearly killed me and sent me to the ICU for 4 days. Despite multiple attempts to resolve this issue directly with Edgepark, including assistance from my insurance company Blue Cross Blue Shield, they have failed to provide assistance to return to the manufacturer (Medtronic would take it back and replace but since Edgepark is involved, Edgepark needs to return it and they refuse to do so) refund, replacement or acceptable resolution.
  Cost (co-pay): $1921.77 ($1,632.60 pump & $289.17 pump supplies)
  The insulin pump (a lifesaving DME) was delivered few days after the shipment date of 12/27/24. On 29 January 2025 (less than 30 days after the device was in use/received), the pump had a fatal malfunction that over delivered insulin in my blood that resulted in dangerous hypoglycemia (35) and severe seizures. I believe the pump failure that sent me unnecessarily into extreme hypoglycemia due to a malfunction has caused arrythmia/irregular heart beat that now requires me to take blood thinners and many other medications. In addition to the severe medical issues caused by the defective pump, I believe
  
  I reported the issue upon regaining conscious in the hospital, and since then have contacted Edgepark numerous times, including three-way calls with my medical insurance company Blue Cross Blue Shield, with no satisfactory response and every call has ended with Edgepark representatives hanging up. On one very rare occasion an Edgepark representative did not hang up the phone, I was promised a return of the faulty lifesaving DME device yet, 6 months later no progress has been made. The promised resolution was never delivered.

  Business Response

  Date: 07/25/2025

  Whenever we
  receive product-specific complaints, we follow the manufacturer’s provided
  guidance to ensure our customers get the best possible outcome. Generally
  speaking, in the case of damaged-in-transit items, we always send a replacement
  via priority shipping. If a customer is experiencing issues with a product not
  related to shipping, it is recommended they reach directly out to the
  manufacturer who can assist with troubleshooting and/or product replacement. We
  cannot discuss specifics regarding individual orders due to privacy laws on
  this platform. 

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 used Edgepark to order a breast pump, as they were listed as a preferred provider from my insurance. We have a primary and secondary insurance. The primary does not cover Edgepark breast pumps, but the secondary does at 100%. There was a technical issue with registering with a secondary insurance on the website, so I called and gave the insurance information by phone and asked them to check on insurance authorization for a pump and to send one if it was approved at 100% coverage. I never authorized them to send a pump without insurance approval, and I was never given a quote or estimate on price. They agreed to run the insurance and get back to me. Instead, they sent me a breast pump immediately, never contacted my insurance company, never filed any insurance claim, and then directly billed me for almost 70% OVER the price listed on their website. Attempts to resolve the issue by phone have been unsuccessful. It seems like this is a recurring practice with them, as many people have filed similar complaints.

  Business Response

  Date: 07/17/2025

  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: 07/17/2025

   I am rejecting this response because:
  
  
  This response is not an attempt at a resolution.  The company sent me a product that I neither ordered nor authorized, and then sent me a bill afterwards. I will escalate this further.  

  Business Response

  Date: 07/22/2025

  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.  

• Initial Complaint

  Date:07/16/2025

  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.

  We received a bill from Edgepark but did not engage them for services. It appears they may have charged ********* health insurance fraudulently as well, based on the bill received. When I called the customer service line on the bill it was a marketing operation attempting to provide insurance related services or to sell medical alert devices. The *** that answered went through a script and would not engage in a conversation then I was transferred to another prerecorded sales pitch and disconnected. We are disputing the bill. It is unclear what services they are attempting to charge for and unable to reach a person to discuss the bill. The customer service line listed on the bill is **************. This seems like a scam but we could use assistance in clearing it up (i.e., having the bill voided). Thank you.

  Business Response

  Date: 07/21/2025

  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. 

• Initial Complaint

  Date:07/09/2025

  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.

  I order supplies from Edgepark every 3 months. Edgepark automatically charged me $350 to meet my insurance's deductible twice last year. My insurance's year begins on July 1st. I've told Edgepark representatives this multiple times. In addition to charging me for my deductible from last July, they also charged me for my deductible in January (which, even if my insurance began its year in January, I could have spent elsewhere). Additionally, very few of the charges Edgepark made aligned with what my insurance company, Regence Blue Cross of Idaho, said that I should owe. Edgepark automatically charged me for each item before receiving the estimated cost from Regence, then charged my credit card several times without my consent. I've been trying to get a refund since February (I'm writing this in July), and despite multiple phone calls, I have not been able to get any money back.

  Business Response

  Date: 07/10/2025

  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.  

  Customer Answer

  Date: 07/10/2025

   I am rejecting this response because: 

  Edgepark's response does not address the fact that they've owed me a refund for more than 6 months. They can fix this problem by sending me my refund, not by sending out generic platitudes. 
  

  
  

  Business Response

  Date: 07/17/2025

  Due to privacy laws, Edgepark is unable to discuss information pertaining to the complaint.  Please consider this matter closed.

• Initial Complaint

  Date:07/06/2025

  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.

  My 25th , ordered May 31, , i got email saying it was time to reorder, Great I only had a few days left of sensors. Dexcom. I went on line reorder pay my money 150.00 and waited for meds, I called to change address to our new address in CA and check to see if payment went through all good.
  She agent said June 3, I would have my 3 month supply. I asked do you need anything from Doctor or records, the answer was NO, NO all good, I would have June 3.
  June 3rd cam and went and no meds, I called and agent said they needed doctors notes. I said when were you going to tell me this. It is now June 5th
  The doctor said they open portal and found no request from Dexcom, So each 3 days i called, My doctor is excellent about this, But still no order.
  I called about my Dexcom 7 at least every 5 days to ask, what is going on. Vague and different answers each time!
  It is 7/6 i have been with out my machine all this time. It is horrible, I am brittle and need to now test over 10 times a day. I am buying strips by 60 count and they are not lasting long! Get the picture. I can prescription because i apparently don't need them. Ha Ha
  They took my money, and this is not the first time this has happened.
  I have about every 18 months go through this again. My prescription last a year, but sensors for about 10 months if i am lucky. It is very expensive, 65 dollars for 60.and i am buying a lot!
  This is criminal, I know paper work is need, and i work with both to get it, if I know but EDGEPARK is so incompetent in follow through. They blame the doctor. However i know for a fact, I saw how many times my doctors office has tried.
  Edge Park does not have a good system, communication from one dept to another is not even a d grade.
  Look at the reviews and tell me this is isolated!

  Business Response

  Date: 07/11/2025

  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. 

• Initial Complaint

  Date:07/02/2025

  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.

  In February 2024, I contacted Anthem (a healthcare insurance provider) to discuss obtaining a breast pump that would be covered at no cost. The representative was helpful and provided a list of available medical device suppliers with which **************** They emailed me, stating verbatim (i have the email proof) that these are "covered at 100% of the maximum allowed amount for an in-network durable medical equipment supplier." I then called EdgePark, the first company on the list, and they informed me that my insurance would cover the breast pump I was selecting (a basic pump that on ****** costs around $50), and I would need to pay a $44 copayment. That amount seemed reasonable enough (although again, it should have been 100% per Anthem). I paid Edgepark the $44, and the items were sent to me. Prior to ordering the device, I had confimred that the pump was in-network and covered.After receiving the items, EdgePark sent me a statement for $152. Since then, after several calls to understand why, I learned that EdgePark does NOT use a specific code called "HCR" and has never been an HCR partner with ******. They have refused to change the code. They also shared that the amount of $940 billed to Anthem is a "pre-negotiated rate that ****** had agreed to for this item, and therefore, it should be covered under preventative care." These exchanges (I've had about 10 of them at this point between insurance and Edgepark) have caused me stress, as it's been quite a burden having to go back and forth trying to sort out a resolution. I'd like you to please notice this significant billing discrepancy with EdgePark. I ended up not even using this breast pump and was unable to return it to Edgepark due to their strict return policy. I am protesting this $152 statement from EdgePark.

  Business Response

  Date: 07/07/2025

  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 customers 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.  
  

  Customer Answer

  Date: 07/07/2025

  Edgepark called me on July 7 at 12:30pm stating that they would waive the bill as a one-time courtesy. I would like this documented in this dispute. 

• Initial Complaint

  Date:06/24/2025

  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.

  I have been trying to get my son ******* ***** Glycosade and Protein powder from EdgePark for over a month. Everything they asked for has been sent to them. They keep saying they need prior authorization from Insurance. Spoke with a supervisor at Edgepark yesterday June 23rd and she said the same.Spoke to insurance on June 20, 2025 (B4155) and authorization is completed and approved from June 16th- Sept 15th. They need to get their act together and send his supplies, this is totally ridiculous!

  Business Response

  Date: 06/25/2025

  Order delays are frustrating. We understand there are sometimes circumstances that may delay a customers order, but it doesnt 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. 
  

• Initial Complaint

  Date:06/22/2025

  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.

  Business Name: Edgepark Medical Supply Complaint Type: Billing/Collection Issue Date of Incident: June 19, 2025 Customer Name: ***** ****** Desired Resolution: Full refund and written apology; review of billing procedures.?Complaint Description:On or around May 25th, I contacted Edgepark Medical to inquire about a supply order. During that call, I specifically asked them not to charge my account until June 20, as I was still unsure if I needed the supplies. A representative from Edgepark assured me that my account would only be charged once the supplies had shipped which I was told would not happen before the 20th.Despite this clear instruction and their own stated policy, Edgepark charged my card on June 19, a full day before the scheduled shipment. That charge was for approximately $379.20 worth of supplies I did not confirm or authorize, and which had not yet shipped.I immediately contacted Edgepark after noticing the charge. They acknowledged that the charge was processed in error and that a refund would be issued. It has now been five days, and the $379.20 is still tied up in my account, leaving me unable to access or use those funds.Edgeparks actions are unacceptable. I was misled, my instructions were ignored, and my money was taken without consent. This kind of business practice is not only unprofessional it borders on fraudulent. I have done everything in good faith, and yet I am the one who is left financially *********** seeking a full and immediate refund, an apology for the error, and assurance that Edgepark reviews its policies to ensure this doesnt happen to other customers. If this is how they handle ********************** supply orders especially for people managing chronic conditions then it deserves scrutiny.

  Business Response

  Date: 06/23/2025

  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. 
  

• Initial Complaint

  Date:06/18/2025

  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 DELIVERS MEDICAL SUPPLIES AND INCONTINENCE SUPPLIES. MY CHILD RELIES UPON THESE SUPPLIES FOR HIS SURVIVAL AND WITHOUT RECEIPT OF THESE ITEMS IT COULD CAUSE GREAT HARM. I CAN ONLY ORDER SUPPLIES FROM THIS COMPANY BECAUSE MY INSURANCE ONLY CONTRACTS WITH THIS COMPANY. FOR THE PAST YEAR THEIR STAFF INTENTIONALLY DISPARAGED MY CHILD AND PURPOSELY REFUSED HIM IINCONTINENCE SUPPLIES AND MEDICAL FOOD.
  
  FOR MONTHS THEY LEFT A HANDICAP CHILD WITHOUT MEDICAL SUPPLIES FOR EXAMPLE, SUCH AS, BED PADS, NO WIPES FOR FECES AND URINE, NO MEDICAL FOOD OR DEPENDS. THEY NEARLY CAUSED US A NERVOUS BREAK-DOWN SPENDING UNTOLD AMOUNTS OF TIME AND HOURS; WHILE TRYING TO TAKE CARE OF MY HANDICAP CHILD, WHO REQUIRES 24 HOUR CARE AND CONTACTING THEIR STAFF. THEY WOULD PRETEND IT WAS AN ERROR, BUT ALL OF THIS WAS BEING DONE INTENTIONALLY.
  
  I LITERALLY REQUESTED HUNDREDS OF TIMES FOR SOMEONE FROM THEIR UPPER MANAGEMENT OR EXECUTIVE STAFF TO CONTACT ME REGARDING THE MATTER TO NO AVAIL. EDGEPARK PUT NO EFFORT INTO THE RESOLUTION OF THIS MATTER. THIS HAS CAUSED MY NON-VERBAL CHILD ALONG WITH OTHER PROBLEMS TO DIGRESS. I BELIEVE THE LOWER-LEVEL STAFF WOULD NOT CONNECT ME WITH THEIR EXECUTIVE TEAM IN AN EFFORT TO COVER THEIR PERSONAL DISPARAGEMENT OF MY HANDICAP CHILD AMONG OTHER ISSUES GOING ON WITH THEIR COMPANY.. I SPENT UNTOLD HOURS CALLING THEIR COMPANY AND RECIEVED SOME FOUL TREATMENT. MY CHILD WAS IS IN DISARRAY AND LEFT WITH NOTHING AS THEY CONTINUED TO BE UNPROFESSIONAL AMONG OTHER ISSUES.

  Business Response

  Date: 06/19/2025

  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: 06/19/2025

  Edgepark did have someone contact me. We had a very decent conversation. However, I have one request. They have now figured out my insurance was correct, but my online account is still inactive. I really need to place my order for supplies online. So, I would be grateful if the BBB could make Edgepark aware I need my online privileges restored to place orders. They may need the technical department to handle that matter. I also need Edgepark to use the updated order for my 11 year old son from Akron Children's. They were still using the old order of products. This is important, because the order will be denied if they don't have the insurance listed properly in their system or the correct products. I sincerely appreciate the ***** help. My handicap child really suffered and you all helped us. Thank  you..We are very grateful.

  Business Response

  Date: 06/25/2025

  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: 06/25/2025

   I am rejecting this response because:
  
  
  Edgepark's Escalation Team said they would get my online account back to working status. I generally place my incontinence orders etc., online. 

  However, my online account is still not working. The manager who contacted me regarding the complaint said, she would follow-up with me and has not reached out to me. I was not given her phone number and I have no one to call regarding the online account issue. 

  Business Response

  Date: 07/01/2025

  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.  Please consider this matter closed.

  Customer Answer

  Date: 07/01/2025

  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. Edgepark contacted me and communicated with me regarding my issues of concern. I am very grateful to the BBB for assisting me. My child's ability to receive his medical supplies is serious and extremely important to his survival. Again, I would like to thank the BBB for the care and standard you afforded our family regarding the timely resolution of this matter.