Brian T.

I have been fighting with Edgepark for the past 2 years. They used to be somewhat competent (total of 6 years using them), but something has gone terribly wrong.

I am a UHC insurance member and Edgepark is an approved DME vendor. They have missed delivery dates for both CGM and insulin pump supplies for the past 18 months. They repeatedly claim they have to renew a prescription for supplies when my doctor gives them a 12 month script, and then once they claim to have received a script, they will call me 10-20 days later to let me know that I have to approve the order again before they can ship it - even though I originally had to approve it before they resubmitted for a new script.

My recent orders had me approve the order on 8/5 on their online portal for shipment on 8/5. On 8/10 I called because going online I saw it had not shipped yet and was then told that it takes 5-7 days for them to get approval from UHC, but it would be shipping on 8/11 as the approval was completed already. On 8/12 I received a call from their automated system letting me know that they could not ship the order until I approved it for processing. Upon calling customer support, they told me the order had been re-submitted to the system on 8/10 and was awaiting my approval. After approving the order, I was told it would take 5-7 days to ship it because they had to re-submit it to UHC for payment.

Kind of like being on a bad merry-go-round.

My supplies ran out on 8/10 so I would be without supplies needed to maintain my diabetes right now. Had to make a trip to the Dr. to get some backups.

The customer service rep handling this kept repeating the same thing to me each time I would ask a different question. "Company policy says it takes 5-7 days to process and ship an order". No matter what I asked, that was the answer.

Never EVER do business with these people.

I have been using 2 AVS licenses since 2009. Over the years, as better hardware has developed, I have upgraded to new machines over time.

They recently changed their "lifetime upgrades" policy to "lifetime on ONLY that 1 computer". The hard drive crashed on our video processing computer, and when I replaced the hard drive with a new one I found out that I had to buy another license for AVS since it is now "only for the machine on which it was originally installed". I could not get them to understand that it was still the same machine, just a new, non-corrupt hard drive.

They are willing to offer you 20-30% discounts on another license, but the old license is now dead.

Additionally, they do not understand 64 bit questions. When you ask if there is a 64 bit code base, they will repeatedly tell you that the current product runs on 32 and 64 bit windows OS, they just don't seem to understand that you may be looking for a 64 bit product.

Gave up on trying to reason with support and went with Wondershare products. MUCH faster and the support so far has been great.

***** Update

Since writing this review, I have been contacted repeatedly by the sales team at AVS. They set up a new account (different than my original account) and offered me 50% off on a new "lifetime" license on a single machine.

Seems that they STILL do not understand the concept of a "lifetime" license... nor do they care to fix the original problems.