I use Edgepark for my Dexcom and T-slim supplies. I was diagnosed with T1D just this year, so this is my first time dealing with them. I think their customer service is pretty awful and am considering looking for a new supplier. It always is an ordeal trying to order Dexcom and T-slim supplies. Here are a few examples: - When I first received the T-Slim, they sent me the non-compatible Animas pump cartridges instead...despite sending the T-slim pump itself in the same box.
- Speaking of the box...their warehouse staff need some serious training in how to pack a box. This $7,000 insulin pump was literally in this half crushed flimsy box. The pump was okay, but a couple of the infusion set and cartridge boxes were partially crushed. No padding or anything at the bottom of the box, just a couple inflatable plastic "protectors" sitting on top of all the supplies.
- When it came time to reorder my Dexcom sensors, they told me I needed to verify my order. Okay, no problem. So I log onto the website and see a copay amount due. However, I've hit my OOP max this year. So I call and Edgepark tells me that yes, they are showing I have reached my OOP max and the order should be processed in a couple days. Two days after the order should have been processed, no sensors. So I call over to Edgepark and they explain the order is pending my approval (despite having called a few days earlier). I finally get connected to someone who gets it and she updates the system to reflect the $0 copay. Finally, after several days and talking to no fewer than 6 people at Edgepark, my sensors are shipped.
Anyone have a competent supplier they can recommend?
I use diabetes specialty center, and I’ve had excellent results with them. They have been prompt and helpful. The couple of times I’ve had a slight issue, they’ve responded quickly and kindly. I do only use them for my dexcom supplies, so I can’t speak for pump stuff, but I imagine it would be the same. Hope this helps!
I actually have very good service with Edgepark. If I were you, I would stay with them a while longer and see if things start to go more smoothly. The reason I say that is that every time I change durable medical or prescription drug suppliers, it is always rocky at first and then becomes perfectly fine. I am required to use Edgepark with my current insurance, but it sounds as though you can use whatever supplier you wish. Good luck whether you choose to stay with Edgepark or start using another supplier.
I wish I had a better suggestion as well. I go through Edgepark too and I HATE them. There have been three months where I was scraping for my pump supplies because they failed to send my supplies on time. If you find anything better, let me know!
I use CCS Medical. Because we use them, we have no co-pay on supplies. But that's only if we use them and I think that's particular to our plan.
They're usually very good (when you call, a person picks up the phone rather than giving you the electronic runaround, stuff is packed well, etc), but they don't carry normal lancets. (They have normal meters and strips, but not brand-name lancets.) They also do pump supplies.
Like guitarnut, I use CCS medical and have for 10 years for my pump supplies. I only had a problem one time when I changed endos and it took a while for the new scrip to go in. Not a CCS error. Orders have been totally accurate and on time.
I also like that I can decide how much to order. I do not get my pump batteries from CCS--it is a LOT cheaper if I buy them. I also extend the "suggested" time period for pump inserts and sensors: 4 days for pump and 7 for sensors. CCS allows me to choose what to order. I know I am expensive to the insurance plan and I do everything I can to lower my cost therefore lowered the cost to other insurance participants.
When I changed pumps, they worked with Liberty and I was NOT doing that, so I changed providers and have been very satisfied.
All the problems I had with CCS turned out to be issues with my doctor's office, not them. They're excellent.
They once sent me a shipment of all my supplies except the strips...but the strips were on the packing list. I called them and though it took a few days, they sent me the entire order of 18 boxes of strips (900 strips) with no charge and no major fights.
I also like that they'll offer to send me my supplies a little early if I need it.
In fact, the only thing I don't like about them is the lancets thing. Other than that, I have only good things to say.
Welcome to the diabetes supply business! I've been ordering mail order diabetes supplies for a long time and over the years they have tried my patience sorely. I live on a boat and therefore do not live at a street address. I do have a PO box but these companies, and many others, will not, until recently deliver to a PO box. So I've enlisted friends to let me use their street address and I have to schlepp across town to pick up my supplies several times per year.
I finally talked Merck-Medco then Medco then Express Scripts (they change names quickly!) to ship my insulin to my PO box. I had to get authorization all the way up to the chief pharmacist for them to ship the temperature sensitive insulin to a PO box. I took full responsibility if the insulin got temperature damaged during shipment. I would get a phone call, sometimes a voice-mail messsage, from some lowly clerk, every 90 days, telling me that they could not ship insulin to a PO box. My blood pressure would take off and I had to call them back, go through their voice mail jungle-gym, and finally ask that they read the extensive notes in my file showing that the chief pharmacist has authorized shipment to a PO box. This took about 10 years for them to get straight. Now it works without a hitch, every time!
I finally just had to look at this whole process as one that teaches me to be more patient. I considered it a success if I could easily negotiate all the unnecessary rig-a-morol without getting upset. About the time I became successful, they stopped screwing up!
This is just one of the things that we have to endure to get our kit together. I had to remind myself that the kind of supply problems that I had looked very appealing to someone without any insurance coverage.
Sorry for my wandering "non-answer."
For several months last year I used the Omnipod and I was instructed to work with Doubek Medical Supply in Alsip, Illinois. Their performance was excellent. They always delivered as promised, gave great customer phone service, and never tried my patience. I don't know if you could use them or if they work well with others here but my experience was very good. I stopped using the Omnipod and don't have an ongoing relationship with Doubek but I would do business with them again, if needed.
I use to use Edgepark for my supplies. But luckily this year their contract run up with my insurance company and they didn't renew. I had NOTHING but problems with them while using them. Not all my supplies would come, and then I wouldn't get a bill until weeks later when they decided they wanted to send my unpaid bill to the collection agency & I had 3 days to pay it. I recommend looking for someone else!
I only order pump and CGM supplies from CCS. If you do not order a full 90 supply quarterly, they will send the "unrequested" supplies prior to the 90 day time limit.
I was using Diabetic Care Services(good) for my test strips only but now my insurance makes me get all 90 day supplies at the official mail order pharmacy:Express Scripts- I was doing that for all of my other D supplies anyway because it was a lower copay. My test strips which were not available at ES when I started them, cost more but with help from my endo I got a copay override to keep them and my meter etc. Express Scripts was really good for a long time but I have had some issues with them lately, they seem to have some problems with records of medications etc. and other things, including failing to do anything in a timely manner when my losartan delivery failed due to their error. I haven't had any problems with D supplies yet. Insulin is always shipped properly and they call to let me know when any D supply is shipping- it is labeled must be refrigerated etc. In spite of the problems, when I called them about the test strips they told me what to do immediately with no fuss, while my local insurance branch caused me a lot of stress over it. Express Scripts calls and leaves messages about 50 x a week(lol) with cryptic messages about various meds which need renewals etc. but they almost never tell you which ones- then I have to call them to figure it out if necessary- most of the time I ignore it.
My only experience with Edge Park was when I had my dexcom which I returned. They took a long time to get the return processed and after at first telling me they could take it back when I purchased it, someone then said they couldn't - after numerous phone calls they eventually did though and they refunded me for everything except the extra sensors.
I recently called my insurance company and they mentioned Animas for pump supplies. I haven't called them yet, but next endo appointment I'll be checking into them.
I've had smooth sailing with Edgepark for medtronic supplies (not Dexcom). You might consider sticking with them because these kind of snafus seem to happen everywhere from time to time. Better the devil you know...and this way you know what to watch for in the future.
