Byam vs Edgeprk

[hastings]

I got annoyed with Edgepark with what I felt was a lack of appreciation of urgency, after nine years as a customer. (I ordered supplies on 1/2 and discovered the order had not yet been sent to the warehouse, and shipping would be 1/9.)
In a snit, I contacted Byam. Does anyone have pro or con experience with them?

[BillV]

I have a BCIR (continent ileostomy) and the only costly supplies I require are catheters to empty the internal pouch. I had been getting them from Edgepark with an out-of-pocket cost with Medicare of about $8.00 for 3. Edgepark failed to tell me that Medicare was no longer covering this item through them and shipped the order anyway along with a bill for $50. I returned them and got full credit, but then changed to Byram. I have received very good service from Byram and no surprises.

[texazgal]

Two things come to mind here. I have not used Byram, but for Edgepark, they maybe delayed the order if you are using Medicare and had too much product on hand. You have to be down to about 6 days of usage. Annoying, I know. The second thing, for BillV, were you ordering with an online account? If so, during the order process, it will tell you if the item is covered by Medicare and if not, you will see the estimated cost. If you order by phone, it might be worth it to set up an account to order thru. I find it more convenient than the phone.

[ot dave]

I've used both. I really liked Edgepark. Their online ordering system was very user friendly and efficient to use. They always sent what I ordered, no substitutes, etc. My problem with them was that they continually overbilled me/my insurance. I would use my flex spending account to cover my co-pay/deductibles. Unbeknownst to me, they would routinely overcharge me, and then I would have to pay back my flex spending account. Edgepark would always pay me back, but they wouldn't have if my flex spending account hadn't notified me of the overage. So in essence, they were overcharging, and only paying me back when I notified them of the overages. How often do they get away with that? I don't know, and I felt it was pretty shady, so they lost a customer who will need supplies for the rest of my life.
Byram has been easy to deal with, but their online system isn't as user friendly. If you like to "shop" for different supplies than what you usually use, it's a little tricky, but if you only order the same things, it's not too bad at all. And, no shady billing practices have been uncovered...so far!

David

[Mara]

... they maybe delayed the order if you are using Medicare and had too much product on hand. You have to be down to about 6 days of usage..... .

I don't use either of those after various issues. Concerning not sending an order if you have too much product...I am always asked as I call - I do everything online except medical stuff so if there is any problem with my account they would advise me - and say enough for a week and that's that - how do they know what you have on hand? And as far as I'm concerned it's fine to lie....lol...

[Jimbob]

I have been using Byram for 15 years, I had one problem early on when they sent a substitute product. I complained and it never happened again.

On 12/30/2019 I placed my first on line order. Just got a notification that it would arrive tomorrow, 01/10/2020. So if I were really down to a seven day supply I would be in a pickle. I know if I call they will probably say the Holidays impacted, My bowels do not take off for holidays. When I call to place orders the delivery has always been within a few days.

Jimbob

[ot dave]

Yes...
You do have to be proactive with Byram when ordering online. It usually takes them a while to get your order to you. Just FYI, they do have a 2 day delivery, but they charge $35 for that. I had to use it back in December as I was going out of town for a couple of weeks, and hadn't been proactive enough to order with enough time to get the shipment. They used every bit of the 48 hours, but it got there in time for me to leave town without any supply issues.

David

[jstl]

I broke up with Byram several years ago for a lot of the reasons mentioned in other posts. Currently I use Stomabags.com when I can pay out of pocket and usually get my order within 2 days (no extra charge, that's just how they do business). The down side is I think they don't process insurance claims.

[Diane C]

I never had a problem with Edgepark but hear that it is more costly than other suppliers. I don't know. Dave -- if you are reading, how did you discover the overcharging? I find the price hard to determine, esp with Medicare and insurance. I really dislike the limits that Medicare imposes. If you have a leak, you need more pouches, etc. Medicare wouldn't be aware of this and perhaps not insurance companies either. Lately, Edgepark reps seem very biz-like -- somewhat lacking in compassion. Maybe my imagination.

After surgery, I used a home health nurse who used Mercy Surgical. https://mercyscb.com/products I've stayed with this company (out of Ohio, I think) and a gal named Carol. She's very attentive to my needs. She doesn't seem able to order Cymed MicroSkin products... but I don't know what happened with that company. I have ordered samples since January 2019 and received NOTHING. Someone else up here gave me an email. I contacted the rep at the company who emailed that supplies were on the way several times. They never came. Anyway, my only point is that Mercy may be more limited in what it can order than Edgepark. I did find Edgepark comprehensive, timely, and able to order just about anything I needed although sometimes a doctor's note was necessary.

[Snowgoose]

Diane C,

You asked Dave, "I don't know. Dave -- if you are reading, how did you discover the overcharging?"

In my case, Medicare discovered that Edgepark was overcharging and Medicare made them refund me the overcharges.
It happened several times and was one of the several reasons I left Edgepark.

John

[ot dave]

Dave -- if you are reading, how did you discover the overcharging? I find the price hard to determine

Actually, I didn't find the overages. My insurance company that monitors my medical savings account found the overages. When that happens, I have to pay back the medical savings account. Each time it happened, Edgepark did pay me back, but they would not have if the overages had not been discovered by my insurance.
Edgepark doesn't list their prices as they have contracts with the insurance companies. So some may get a better deal than others. If they posted their prices, then those companies paying more would want a better rate...it's all a dance.
I once found a site that sold my supplies, and listed the prices, but they didn't accept insurance. I was able to communicate with my insurance company, and they said that they would actually reimburse me for the supplies if I ordered from there, but the contract that my insurance had with Edgepark was actually about the same price, so I never followed through with purchasing from that company. My insurance was willing to reimburse me if it saved money, but in the end it would have been a wash and more red tape to deal with. Just a side note, my insurance is through my wife's employer which is a university system, and they are self insured. So, saving them money saves us money. It's not a for profit insurance situation, so savings are passed on to the employees of the university.

David

[ot dave]

It happened several times and was one of the several reasons I left Edgepark,

Yeah, it felt shady, which is too bad, because everything else with Edgepark was actually pretty well run,...for me at least.

David

[Snowgoose]

David,
I don't think they are shady, I think it happens because they charge you upfront and because of their varying rates for their products. All of the other suppliers bill you after your insurance company or Medicare pays the supplier. That way the balanced owed is clear and correct. Also, as you said, their overcharges would have gone unnoticed had Medicare not been involved.

[ot dave]

Also, as you said, their overcharges would have gone unnoticed had Medicare not been involved.

That's the part that I think is shady. I get a little a "conspiracy theory" too! What are they doing with the money while they have it? I can just imagine that they are putting it in an interest bearing account and collecting the interest. With the number of customers they have, I imagine the interest is significant over the course of a year. And, it may be just as you said, but as a consumer, I shouldn't have to go tracking down my own money because of their system. That's just me getting old and cranky though!

David

[Mara]

.... That's just me getting old and cranky though! .....
David

lol - that describes me as well. I got annoyed at Byram a couple of years back because they sent me a box of Eakin seals missing a few and when I complained they said send that box back and they would send me another - which they also charged for.....even though my insurance pays.... that isn't the point imo. They claimed they gave a credit but after several calls to Medicare I couldn't confirm that so I reported them for fraud....


As far as Edgepark I gave up with them a really long time ago because they wanted my co-pay (before I was on Medicare) up front before sending my order. That was a real PITA....