My insurance requires that I order all my supplies from a selection of distributors, and Edgepark is the one that they set me up with originally. I like that they have online ordering available, which it seems that many don’t, but other than that it has been absolutely HORRIBLE. It is a constant struggle with them. The biggest issue is that every 3 months when it is time to order supplies, the quantity it says I can order is wrong. I will call them and their customer service is practically worthless. The people are nice enough, most of the time, but they have absolutely no idea what they are doing. They have no understanding of what the supplies actually are, and their system loses track of my prescription and even previous order history. Once they insisted I was only allowed to get 2 boxes of infusion sets for three months because I had had my primary doctor fill out a prescription once before I had started seeing my endocrinologist and they filled it out incorrectly. My endo filled the prescription for the correct amount, but they kept trying to only send me the 2 boxes for 3 months. So I would call and have to spend an hour on the phone talking to 4 different people (not an exaggeration) before finding someone who knew what they were doing and they would fix it so that I could order, but then it would go right back to the same issue next order.
Now, my endo filled my prescription so that I could basically order enough to have a new site every day if needed because I have to change them so often, so 9 boxes for 3 months. They have yet to fill the order properly. The first time I ordered with the new script they only wanted to send me 3 boxes, I desperately needed my supplies so I just ordered those and planned to call them later. When I called, they insisted that that was all I could order. I finally got connected to someone who seemed to know what they were doing more and fixed the quantities in the system, so I was able to get the remaining 6 after the first month (I of course had to call and argue with them about it before they would let me complete the order). So now when I go to order again, they say I can only order 6 and they keep claiming that “that is the most your insurance will approve”. I called my insurance company and they said they have no limit set, they go by what the prescription is. The Edgepark customer service people refuse to update the quantities or submit the order for 9 boxes because they say it will just be denied.
I know these distribution companies are all pretty bad when it comes to customer service because they know many people have to use them, but has anyone had any better experiences from other companies? Has anyone experienced the same problems with Edgepark?