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Breastfeeding
Posted by Aidan's Daddy...since Mommy is busy feeding me!!
Breast pump order cancelled without notification
Reposted per another board members recommendation
***Long Rant - Apologizing up front for the text wall below***
My wife and I are extremely PO'ed over the fiasco we are going through with Edgepark Medical Supply. Here is the scoop:
Dec. 26th at 1107pm - Baby Aidan born
Dec. 27th at 405pm - Our insurance company pre-authorized 100% coverage of below pump if we use Edgepark Medical Supply (our in network supplier)
Dec. 27th at 419pm - Hygeia Enjoye Double Electric Breast Pump ordered
Jan. 18th at 430pm - Checking on order status, because we eagerly check the front step daily for our package.....then I was told our order was cancelled.....and after an hour on the phone I am still not happy with Edgepark.
We are being told the Authorization Dept at Edgepark called us and told us the pump was not approved by our insurance company. We received no such call, they added when the order was looked over a second time, it was then AUTHORIZED but because the original order was not, they cancelled the entire order due to a upcoming backorder. She then transfers me to a special dispute dept. extension that hangs up on me.
I called back and after the 2nd sales rep heard my carefully thought out comments she said she can't take our order now because of the indefinite back order on breast pumps! She said due to Obama there was a flood of thousands of orders to all medical supply warehouses and these orders depleted all pump inventories throughout the country. Edgepark is not taking any orders until further notice. She put me on hold and then I was disconnected again.
On my 3rd callback I explained to the sales rep that my wife eventually has to go back to work and we cant sit here waiting forever for a breast pump that was ordered before this "Obama rush"....she says I am right and she can resubmit my order tonight but it will have to wait until all previous backorders are fulfilled. I thanked her for at least working with me and reordering the pump while not mysteriously disconnecting.
So girls/guys what do you think? Do we have a right to be pissed about this? I called the insurance company and they said that we were/are definitely 100% covered since Michelle was pregnant. They said they will cover one double electric unit per pregnancy/birth. They have no record of a claim ever getting submitted!! So who's lying here? My insurance company gave me Edgepark's phone number to order the pump....so what gives?
I'm trying not to show how stressed I am in front of my wife since she is thankfully breastfeeding without a single issue at the moment. I burp him and change him every time he needs either, I even bathed him every time. But I want to help her out a little bit more because she can't sleep for more than an hour or two at a time since little man has been cluster feeding and is seemingly nocturnal since week 2.
Sorry again for the long rant...just venting to our cyber community 
Posted by Aidan's Daddy...since Mommy is busy feeding me!!This discussion has been closed.
Re: Breast pump order cancelled without notification
I do think you have a right to be upset. I'm not sure it's worth it to worry about who messed up and who is lying, though - that's not going to get you the pump any sooner. So sorry you're going through this!
I thought I should call back the medical supply store and talk to a supervisor. So I contacted a rep (5th so far) and she was nice as pie. She looked through all the previous sales rep's notes and said she did not understand why I was getting the run around.
I asked her kindly to reinstate our original order from December and she AGREED to do so. She said that would actually put us ahead of all the Obamacare backorders. She added that they just received a shipment today of pumps and ours was IN STOCK and ready to ship as soon as tomorrow!
One note though, she said our insurance did not approve the hospital grade Hygeia double pump that was originally ordered, that might have been a huge part of our fiasco. They said the pump that is approved and 100% covered is a Ameda Purely Yours.
What do you ladies think about the Ameda/Evenflo Purely Yours? I read hundreds of posts through this boards search results.
Thank you all and be safe.
Update: After 4 additional calls including a conference call with our insurance co and Edgepark...it looks like we will have an Ameda Truly Yours pump lined up to be shipped this week!
Edgepark tried telling us we had to pay a $120 deductible for them to ship the pump. Our insurance agent straightened them out and advised them that they can't make up deductibles for their insurance customers. It was a great conversation.
Fingers crossed.....lets see what happens from here.