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Business Profile

Medical Equipment

Edgepark Medical Supplies

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Equipment.

Complaints

This profile includes complaints for Edgepark Medical Supplies's headquarters and its corporate-owned locations. To view all corporate locations, see

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Edgepark Medical Supplies has 3 locations, listed below.

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    Customer Complaints Summary

    • 285 total complaints in the last 3 years.
    • 70 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/19/2022

      Type:Delivery Issues
      Status:
      Answered
      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'm on an insulin pump and have a transmitter attached to my arm which requires sensors. I ordered my sensors on 9-12-2022. When I checked online the status said shipped. Usually it takes 1-2 days to arrive. On 9-15-2022 I called Edgepark and spoke ******* who gave me a long drawn out run around scripted speech. Long story short she claimed there was nothing ordered, I contacted my doctor who resent the order again. On 9-16-2022 I called Edgepark again and they still gave me a run a round with a long speech and transferring me to a "parachute team". I was told it was sent for delivery. Now today 9-19-2022 I call Edgepark and being told they have nothing and that the order was cancelled. I spoke with my doctor once again and he has a confirmation number from Edgepark. I called them back this time speaking with ********* who supposedly was speaking with my doctor and supposedly had it cleared up. After all this I received an email from Edgepark saying they need my doctor's name and phone number which was given to ********* when she said she was talking to them. I also checked my online account and all this information is there and has always been there. Once again I checked the status of my sensors and there is nothing there even though ********* said they would be shipped today 9-19-2002. It must be noted that I ordered the new sensors a week before my last one died because they will not fill this any earlier. When I tried to explain this to both ******* and ********* I was told "well we have problems with our systems". Since not having my sensors I've had blood sugars constantly over 400 since my insulin pump will not work without them. My health and well being is at risk due to the incompetence of Edgepark.

      Business Response

      Date: 09/21/2022

      In response to the information received on 9/19/2022, Edgepark’s Customer Advocacy team undertook the following: On 9/21/2022, the requested order was fulfilled and
      sent to the customer.  
      Edgepark takes all customer feedback and privacy
      very seriously.? Edgepark
      apologizes for any inconvenience to the customer and appreciates the
      opportunity to research and resolve the customer’s concern. 

      Sincerely, 

      The
      Edgepark Customer Advocacy Team?  

    • Initial Complaint

      Date:09/17/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 tried using the Dexcom Continuous Glucose monitor covered under ******** durable equipment (also called Part B).The device works very differently from a traditional blood glucose monitor is supposed to provide readings within 20 % of actual blood glucose monitor. It did not work for me from when I got it in mid September 2021 until I decided to get rid of it (with the agreement of my diabetes care specialist).A representative at 800-******** today told me I have till a little over a month left from today's date to return the product that does not for work for me. The representative at Edgepark Medical Supplies told the ******** representative and I during a 3-way call that though Edgepark knows they have an agreement with ******** to allow returns for up to 13 months they do not allow returns of any device not in the original unopened packaging so they are implying that they never allow anyone to return Dexcom equipment for any reason. If ****** doesn't allow the return I will be ineligible for blood glucose monitoring equipment on a permanent basis.

      Business Response

      Date: 09/19/2022

      In response to the information received on 9/17/2022, Edgeparks Customer Advocacy team undertook the following: On 9/19/2022, Edgeparks policies/guidelines involving the subject of the feedback were provided to the customer.
      ********************** takes all customer feedback and privacy very seriously.? Edgepark apologizes for any inconvenience to the customer and appreciates the opportunity to research and resolve the customers concern. 

      Sincerely, 

      The Edgepark Customer Advocacy Team

    • Initial Complaint

      Date:09/15/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 has complete negligence in the failure to properly supply my daughter with her life saving CGM device

      Business Response

      Date: 09/16/2022

      In response to the information received on
      9/15/2022, Edgepark’s Customer Advocacy team undertook the
      following: On 9/16/2022 Edgepark’s policies/guidelines involving the subject of the feedback were provided to the
      customer.  
      Edgepark takes all customer feedback and privacy
      very seriously.? Edgepark
      apologizes for any inconvenience to the customer and appreciates the
      opportunity to research and resolve the customer’s concern. 

      Sincerely, 

      The
      Edgepark Customer Advocacy Team

      Business Response

      Date: 09/16/2022

      In response to the information received on 9/16/2022,  Edgepark’s Customer Advocacy team undertook the
      following: Edgepark spoke with the customer’s father on 9/16/2022. The customer
      has been provided with the proper expectations with order processing, and was
      provided direct contact information for Edgepark’s Customer Advocacy team.  Please consider this matter closed.
      Edgepark takes all customer feedback and privacy
      very seriously.? Edgepark
      apologizes for any inconvenience to the customer and appreciates the
      opportunity to research and resolve the customer’s concern. 

      Sincerely, 

      The
      Edgepark Customer Advocacy Team?

      Customer Answer

      Date: 09/16/2022

       I am rejecting this response because:


      There is no change to their process or procedure.  This is a medical device company that has no process for alerting customers when their shipments will arrive late. How many lives will be put at risk? There needs to be over site on their practices and procedures as this could be considered malpractice. “Having contact with the father and explaining next steps” does not allow for this matter to be considered closed”. 

      Their process and procedures as an organization are flawed or non existent. 

      I find it interesting Edgepark has a 1/5 current review on BBB.org.  When reading reviews they are all regarding similar issues of delayed shipments with no notifications. The consumer advocacy team at Edgepark has a very tough job due to these failed process. What is Edgepark’s Senior Leadership team doing to correct these gaps. 

    • Initial Complaint

      Date:09/14/2022

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      On 2 separate occasions Edgepark coded my prescription incorrectly which I had made multiple calls to them to correct the error with no resolution. Edgepark continues to bill me monthly for these charges. March of 2021 I had a deducible due which I promptly paid however even though I asked for the payment to be applied to the deductible they applied it to the older disputed charges. I want these charges removed from my account. I had spoken to the insurance company I had at the time and was told they would have paid it if it was coded correctly. These charges are for *** transmitters which are required to be replaced every 90 days but the way Edgepark coded them to the insurance they had them coded as a 180 day replacement.

      Business Response

      Date: 09/19/2022

      In response to the information received on 9/14/2022, Edgepark’s Customer Advocacy team undertook the following: On 09/29/2022, the customer’s billing issue was
      resolved. Please allow 7-10 business days for this to reflect on the
      account.
      Edgepark takes all customer feedback and privacy
      very seriously.? Edgepark
      apologizes for any inconvenience to the customer and appreciates the
      opportunity to research and resolve the customer’s concern. 

      Sincerely, 

      The
      Edgepark Customer Advocacy Team?  

      Business Response

      Date: 10/03/2022

      In response to the information received on 9/14/2022, Edgepark’s Customer Advocacy team undertook the following: On 10/3/2022, the customer’s billing/refund was resolved,
      and the account now reflects a $0 balance. Please consider this matter closed.
      Edgepark takes all customer feedback and privacy
      very seriously.? Edgepark
      apologizes for any inconvenience to the customer and appreciates the
      opportunity to research and resolve the customer’s concern. 

      Sincerely, 

      The
      Edgepark Customer Advocacy Team

      Customer Answer

      Date: 10/03/2022

       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.

    • Initial Complaint

      Date:09/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 ordered a breast pump through edgepark that was covered by my insurance last year after the birth of my baby . They sent me the pump and everything was fine . I just got a call saying that I had an outstanding balance and if I wanted to set up a payment plan with them .when I asked what for I was asked for my last name , address and birthdate to confirm that it was me . ( realizing now that I should have not done that and now I fear that my information will be used for malicious purposes )I was told that the balance was for the breast pump that I ordered last year , that my insurance covered it first , but then the recently took back the payment because I didnt have insurance . That is complete bogus .

      Business Response

      Date: 09/08/2022

      In response to the information received on 9/2/2022, Edgeparks Customer Advocacy team undertook the following: On 9/6/2022, 9/7/2022 and 9/8/2022, Edgepark attempted to contact the customer via phone.? A message was left on the customers voice mail requesting the customer to contact *********************** Customer Advocacy Team.?  
      ********************** takes all customer feedback and privacy very seriously.? Edgepark apologizes for any inconvenience to the customer and appreciates the opportunity to research and resolve the customers concern. 

      Sincerely, 

      The Edgepark Customer Advocacy Team?  

    • Initial Complaint

      Date:08/31/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This place that calls itself a "business" should be shut down immediately. It is the most horrible company I have had the displeasure of working with. When I am scheduled for a shipment there has to be some "problem" and is such a hassle to get my delivery. They say they don't have my correct paperwork from my doctor and that it is ********'s fault that they can't ship out my order. EVERY SINGLE TIME as of lately! I call my doctor and am told they have provided the information and that the office directly spoke with Edgepark and everything was in place and my order is ready to go. I wait a couple days and hear nothing so I call again. I'm told paperwork is needed still when I had been told it's being shipped out. I'm left without supplies everytime (I'm talking 3 weeks with no supplies). I tell them it's an emergency and I need at least samples before I run out and even to get samples is a nightmare. I never get the samples delivered to me before I run out (if I'm even lucky enough to get samples because I'm told they can't do that anymore). Again these are CRUCIAL supplies that I need to LIVE and I'm left with NONE! THIS COMPANY SHOULD BE ASHAMED OF THEMSELVES! ABSOLUTELY RIDICULOUS! I will most definitely be speaking to a lawyer about this.

      Business Response

      Date: 09/08/2022

      In response to the information received on 9/2/2022, Edgepark’s Customer Advocacy team undertook the
      following: On 9/6/2022, 9/7/2022 and 9/8/2022, Edgepark attempted to contact
      the customer via phone.? A message was left on the customer’s voice mail
      requesting the customer to contact Edgepark’s Customer Advocacy Team.?  
      Edgepark takes all customer feedback and privacy
      very seriously.? Edgepark
      apologizes for any inconvenience to the customer and appreciates the
      opportunity to research and resolve the customer’s concern. 

      Sincerely, 

      The
      Edgepark Customer Advocacy Team?  

      Customer Answer

      Date: 09/14/2022

      no fair resolution 

    • Initial Complaint

      Date:08/31/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 made a purchase through Edgepark in June 2022. Typically my order costs ~$170 after it is billed through my insurance. Just today (August 31, 2022) that I owed them $1092 because my insurance did not cover some of my *** supplies. Edgepark never contacted me to inform me that all my supplies would not be covered as usual, and made no attempt to notify me prior to the return window being closed. This is malicious, as of course it benefits them to try and force a large bill upon me. Despite Edgepark being responsible for verifying coverage prior to shipping out supplies, they are unwilling to take any liability in this situation. I would have never ordered these supplies had I known they were not covered, as I am not in a place financially to pay for them. Other *** companies who have made similar mistakes in the past have cleared the balance as it was their fault that they did not inform me, but Edgepark appears happy to make me the scapegoat.

      Business Response

      Date: 09/07/2022

      In response to the information received on 8/31/2022, Edgepark’s Customer Advocacy team undertook the
      following: On 9/7/2022, the customer’s billing/refund was resolved and
      communicated to the customer. 
      Edgepark takes all customer feedback and privacy
      very seriously.? Edgepark
      apologizes for any inconvenience to the customer and appreciates the
      opportunity to research and resolve the customer’s concern. 

      Sincerely, 

      The
      Edgepark Customer Advocacy Team

      Customer Answer

      Date: 09/11/2022

       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.

    • Initial Complaint

      Date:08/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 is the supplier of my diabetes medical supplies including continuous glucose monitoring and insulin pump supplies. They have failed to ship supplies in a timely manner numerous times and cite contradictory reasons each time. I have provided the requested insurance information and my doctor has contacted them several times to provide information and urge them to ship on time. My recent order was delayed in August 2022.On August 22, 2022, Edgepark claimed they were waiting to hear from my insurance company but when I contacted my primary insurance company (*********) the records show Edgepark has not contacted them since 2020. I called Edgepark again to ask when they contacted my insurance and was then told it was my doctor they were waiting to hear from. My doctor's PA had talked with them that same morning and was told Edgepark had everything they needed from my doctor and me (the patient) but were waiting on insurance. False/inaccurate information was being shared with both me and my doctor.I called Edgepark today, August 29th, and was told my order is still in process but he (*****) could not provide any additional details. He said he sent a message to the ****************** and I requested he put a note that this was an urgent request and they ship immediately. Edgepark's service is unacceptable and unprofessional. I am diabetic and had to start taking a long-acting insulin in the interim since my pump has no way of monitoring my blood sugars and cannot inject insulin when needed. Edgepark has no regard for its customers who require medical supplies on a consistent and reliable schedule. Edgepark fails to provide a valid reason for delays with my orders.

      Business Response

      Date: 08/30/2022

      In response to the information received on 8/29/2022, Edgeparks Customer Advocacy team undertook the following: On 8/30/2022, the requested information was provided to the customer.
      ********************** takes all customer feedback and privacy very seriously.? Edgepark apologizes for any inconvenience to the customer and appreciates the opportunity to research and resolve the customers concern. 

      Sincerely, 

      The Edgepark Customer Advocacy Team?  

    • Initial Complaint

      Date:08/27/2022

      Type:Billing Issues
      Status:
      Answered
      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 had an allergic reaction to diabetic supplies and returned the unopened boxes in exchange for what I could use. Instead of exchanging they are charging me and I should owe nothing. I have evidence and kept everything that shows I should owe nothing. I have been trying to rectify this for the last 6 months. They are now putting me in collections even when they said they have been investigating the case this whole time. I have never gotten a call back or a letter with their findings. I have all my documents and proof they they received my shipment which they are claiming they did not. Now they are saying I owe 465 when if anything I should owe 200 for the ******** they over charge on. Which now I buy on ****** for $30. Please help me get this cleared . I no longer use them because of their business practices. Please I need your help.

      Business Response

      Date: 08/29/2022

      In response to the information received on 8/27/2022, Edgepark’s Customer Advocacy team undertook the following: On 8/29/2022, the customer’s billing/refund was
      resolved and communicated to the customer. 
      Edgepark takes all customer feedback and privacy
      very seriously.? Edgepark
      apologizes for any inconvenience to the customer and appreciates the
      opportunity to research and resolve the customer’s concern. 

      Sincerely, 

      The
      Edgepark Customer Advocacy Team

      Customer Answer

      Date: 08/29/2022

       I am rejecting this response because:
      It’s not that I’m rejecting it. I’m waiting to see if they follow through with wiping the bill clean like they said. I will have to wait to see if another bill cycles through.

    • Initial Complaint

      Date:08/25/2022

      Type:Product Issues
      Status:
      Resolved
      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 aka ******** ****** is out of my supply. They have shipping instructions- ****-which are reiterated in every contact I make. A tiny bit if the supply was shipped with wrong carrier - Edgepark on phone stated shipped with the proper service noted in my account and stated to them verbally. Edge park is making no effort to have the out of stock sent from a local vendor via driver which was done in the past.
      I have no supply. There is no problem with payment or the prescription. I have no choice but to use Edgepark
      Calls to Corporate Complaint Dept ******** ***** get sent back to Edgepark who does not address the issue presented to ********.
      Over two weeks into hours of phone calls I have no supply
      which is unsanitary and impairs my ability to participate in daily activity. I have requested an email address and looked for such online to communicate that way to no avail. I do not want any more phone contact, email only.
      My account is discoverable with my name address and email address.
      **** is the shipping method in my account, because Edgepark does not listen and states **** us the shipper in my account and how items were shipped...now the items are delayed more weeks due to their mis shipping because the items will have to be returned by the service as undeliverable because Edge park will reissue only when they receive the packages back. I may be out if supply I use eight times a day for a month.
      Please help me obtain an email address for this company Edgepark or the parent ******** ******.

      Business Response

      Date: 08/26/2022

      In regards to the
      information received on 8/25/22, a Customer Advocate attempted to speak with
      the customer regarding her concerns and come to a mutual resolution on 8/24/22.
      However, the customer refuses to speak with any representative for details of the  order status or resolve for any of her
      concerns. Edgepark can only provide limited information through email for HIPPA
      regulations. Once the customer contacts Edgepark more information can be
      provided to the customer and find a mutual resolution for any issues that may
      have occurred.

      Edgepark takes all customer feedback and privacy seriously. Edgepark apologizes for any inconvenience to the customer and appreciates the opportunity to research and resolve the customer's concerns. 

      Sincerely, 

      The Customer Advocacy Team 

      Business Response

      Date: 09/06/2022

      After further
      investigation, per tracking information a package was delivered by the **** service to the customer on 8/26/22. If the customer is within a 50 mile radius
      Edgepark can have a driver deliver to the customer's home; however, if the
      local warehouse does not have stock, the order has to ship from another
      warehouse using ****. The customer's account has been flagged to only ship **** or driver delivery if available.

      Please consider this
      matter resolved.

      Sincerely, 

      The Customer Advocacy Team 

      Customer Answer

      Date: 09/06/2022

       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.

      ( Am still waiting for the remainder of the order from the ***** which was returned to Edgepark.

      There was no effort to obtain my supply locally in the ***** *** ** area.)

      Thanks to all involved.

       

    Edgepark Medical Supplies is NOT a BBB Accredited Business.

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