Ascion

I have reviewed the response made by the business in reference to complaint ID [redacted] If they won't replace the bed I guess we will wait for more parts My concern is what happens if the parts don't fix the bed? Will it then be replaced or are we stuck with a broken bed Thank you [redacted]

Please let this letter serve as a formal response related lo the matter referenced above and received by Reverie on February 1, Please note that Ascion, LLC d/b/a Reverie ("Reverie") takes these issues very seriously and that every effort is made to comply with the highest standards of customer care and satisfactionAs background, Reverie manufactures and sells adjustable beds, both Reverie branded and for other brandsIn this case, the adjustable bed was ***® branded ( [redacted] Signature) and sold to Ms [redacted] at a [redacted] September 18, By the terms of the warranty provided for this particular adjustable bed, Ms***'s bed is at this lime coveredOur adjustable beds include both electrical and mechanical components, and Reverie stands behind the quality and durability of its products and their componentsAs suchReverie has assured Ms [redacted] that it will rectify her problem and cover the cost of all parts needed to complete the repairIn addition to our commitment to quality products, customer service is also of the utmost importance to ReverieTo ensure that we remain a leader in the industry in both quality and reliability, Reverie operates a service center in [redacted] ***, New York in order to assist customers with damaged or faulty products, whether or not they are covered under the Reverie WarrantyThrough this service centerReverie strives to satisfy and exceed costumers' expectations by promptly and successfully rectifying any concerns or problems that a costumer may experienceAccordingly, the end customer is provided with a very favorable and generous treatmentAs is the case with every customer, we have strived to provide Ms [redacted] with prompt and excellent serviceAs such, we have been in communication with Ms [redacted] several times and our customer service team has on many occasions attempted to resolve Ms***'s problemThis has included both attempting to guide her through the process of troubleshooting, and when Ms [redacted] was unable to do so, attempting to facilitate the arrangement of a technician's appointment to fix the problemAt some point, it seemed that the issue may be related to power sources and voltage problems with the homeThe last time a technician was called to her home, the issue was corrected and the product was working properly when he left It is unclear what events transpired following the last visit, however, Reverie's Director of Customer Service, Patti A., has personally and directly reached out to Ms***, spoken to her on the phone and via email and assured her that Reverie will do whatever it lakes to-ensure that her problem is resolvedReverie has arranged for an A+ technician to visit her home for a second time with virtually all replacement parts and lo correct the problemThis service call will be provided at no additional charge to Ms***MsAhas been in contact with Ms [redacted] directly on February (same day she received the complaint) to personally address Ms***'s issueThis included giving Ms [redacted] her personal cell phone number with the instruction to contact her anytimeMsAalso assured Ms [redacted] that the A+ technician will contact Ms [redacted] and scheduled a date for serviceCurrently, this repair is scheduled for February Ms [redacted] responded to MsAon February thanking her for the assistance and that she looks forward to hearing from the technicianThat email is also attached for your convenienceMsAis personally monitoring this situation and has assured Ms [redacted] that the situation will be taken care of and that Reverie will stand behind its warranty and cover the costsPlease note that this is the second time Reverie has provided onsite service to Ms***'s homePlease note it is unclear at this time whether the issue is related to an actual defective product provided by Reverie or an electrical/power supply problem in the home of Ms***sThe A+ technician will be Investigating the source of the problem during this visitFor your convenience, below is a chronicled outline of the calls made to and received from Ms [redacted] during this process: 11/25/10:AM- customer called wanting to verify someone was going to be at her home on SaturdayShe said when the delivery people (provided by ***) were there, he called someone and then told customer they will be back on SaturdayReverie advised customer we have no information on our end relate to the delivery team and that they probably called the storeReverie suggested to customer to call her store and inquire12/1/1:PM- Customer called and states one side of base is not workingShe states it has been swapped out twiceInformed customer it is not possible for a manufacturer's defect to exist in separate bases/same issueCustomer insists we send someone out to repair baseI asked for some troubleshooting assistance and she said, "Lady, I am not going to do ANYTHING, you send someone out to fix this issue"Informed customer I could not assist her without some troubleshooting (she is not willing to separate outlets) and restated it cannot be a manufacturer's defect under the current circumstances12/1/2:PM- Customer left message- we returned her call, had to leave a message12/2/5:PM- [redacted] from [redacted] callingCustomer told the store they need to call me and provide base information [redacted] asked if the store is supposed to have that informationI explained no, that information is on the base or owner's manual [redacted] clarified for me that the base was swapped out twice from the store- but not due to problemsFirst base, [redacted] , she didn't want to pay for massage after she purchased so wanted a returnSecond base she bought with no massageThen, she wanted massage again but she also wanted a different Brand, different base (not ***) so returned againI did let [redacted] know we were unable to assist the customer because she is unwilling to do any troubleshooting including separating the bases/outletsInformed her the customer told me she wanted to return the base11/9/-2:PM Customer demanding service fora base she has owned nearly a year which has not functionedShe swapped plug and states no light on under baseRefuses to check fuseInformed customer I will call back-I am going to speak with Sara about this one11/9/3:PM- Per previous notes- customer refused to do troubleshooting and would not provide base infoPer ***She left voicemail today (year later after first call) wanting base repairedExplained I would call back because needed to speak with SaraShe states base not getting powerRefuses to check fuse because bed has never workedShe told me outlet controlled by light switch and then told me outlet not functionalShe just had the electric done in her homeThen she told me she tried appliance #and outlet worksPer Sara- we will send PLC and technician under warrantyCustomer told me this base came 1/16/(per previous notes 3rd base from ***)I was going to call back customer but she called [redacted] again who transferred her to us again11/9/5:PM- Customer called to register second bed for warranty11/12/11:AM - Customer called, asked when technician would come out to fix her bedInformed customer that the parts need to gel to her firstTracked shipping, told customer that parts would arrive in about three business days11/12/11:AM-customer left an autocall back, when I called back she said she was all set2/1/5:PM - Revdex.com Complaint # [redacted] - [redacted] called today thinking she was calling the Revdex.com on her complaint on our Reverie # [redacted] I told her we had not received the complaint as of yetShe said she wanted not to pay the money for the technician because the bed never worked from when she received it over a year priorI told her we would not ask her to pay the $and we would send more parts and a technician to get her bed workingalso told her I would send her an email today stating the above information2/1/5:59PM - Patti ADirector of Customer Service, spoke to Ms [redacted] on the telephone and immediately sent her a follemail assuring that the problem will be addressed promptlyA copy of the email is attached heretoIn conclusion, Reverie adamantly asserts that no violation or mistreatment of Ms [redacted] has occurred and that Reverie is in full compliance with Consumer Protection rules and standards of conduct set forth by the State of New YorkReverie made every attempt to promptly address Ms***'s concerns and has followed the standard processes for correcting these issuesAgain, compliance with the highest standards of quality and service are of utmost importance to ReverieEvery effort is made to go above and beyond expectations of service and qualityStillReverie welcomes any comments or suggestions the Department may have with regard to existing processes for addressing these issuesReverie will plan to submit a follresponse once this matter has been completely resolved to the customer's satisfactionSincerely, Tom BGeneral CounselEnclosure

Please let this letter serve as a formal response related to the matter referenced above and received by Reverie on May 9, Please note that Ascion, LLC d/b/a Reverie ("Reverie") takes these issues very seriously and that every effort is made to comply with the highest standards of customer
care and satisfactionAs background, Reverie manufactures and sells adjustable beds, both Reverie branded and for other brandsOur adjustable beds include both electrical and mechanical components, and Reverie stands behind the quality and durability of its products and their componentsIn addition to our commitment to quality products, customer service is also of the utmost importance to ReverieTo ensure that we remain a leader in the industry in both quality and reliability, Reverie operates a service center in *** ***, New York in order to assist customers with damaged or faulty products, whether or not they are covered under the Reverie WarrantyThrough this service center, Reverie strives to satisfy and exceed costumers' expectations by promptly and successfully rectifying any concerns or problems that a costumer may experienceAccordingly, the end customer is provided with a very favorable and generous treatment. In this case, on December 27, 2012, Mr*** purchased a *** *** ***Adjustable Bed that was manufactured by ReverieAs is the case with every customer, we have strived to provide Mr*** with prompt and excellent service, However, the terms of the warranty provided for this particular adjustable bed state that the bed is to be covered for one year from the date of purchase for service and parts, an additional two years for replacement of component parts, and a subsequent seven years on non-mechanical and non-electrical components of the frameAs Mr***'s bed was purchased on December 27, 2012, the bed is currently in the fourth year of the warranty and thus the bed is at this time not covered for the cost of service or replacement component partsDespite this fact, Reverie has sent a technician to Mr***'s residence free of cost on two occasions and have now replaced all of the bed's electrical parts, including replacing the massage motors, lift motors and PLCs twiceFurther, our technicians have now diagnosed the problem as an electrical problem with Mr***'s residenceFor your convenience, below is a chronicled outline of the calls made to and received from Mr*** during this process: August 24,10:AM: Customer could not move his bed and his remote was lighting up properlyHe could not get a green light on the PDB even after plugging the bed into a different power outletHe said he was going to check the fuse then call backI told him the fuse would need to be replaced with a 1.5-amp slow burn fuse if it was blownAugust 25, 10:AM: Customer said he was not able to find a fuse at a store near him and originally asked if we could send a fuse to himI gave him the price for the fuse and shippingHe went on to say that there was no fuse in the bed then said that it might be stuck in the PLCHe said he could not get the fuse outI eventually offered to get him a quote for a tech since he was unable to do anything further. August 25, 1:49PM: The customer was able to find a amp slow burn fuseHe asked if that was okayAs long as it is a slow burn, it will work in his bedSeptember 22, 1:PM: The customer called, and stated that his bed is non-functionalThe remote is lighting up as intendedHe was able to find the PDB, and he stated there is no red light on the PCHe plugged a lamp into both sockets of the outlet, and it works in bothChecking the fuse, he said it was blownI specified which fuse to purchase, and suggested he gets a fewIf the first one blows, I let him know that we will need to identify which part is blowing itDecember 7, 9:09AM: Customer called said that his fuse blew and the massage motors stopped workingHe replaced the fuse and the massage motor workedRemote lights up when buttons are pressed but massage will not stopUnplugged PLC and waited a min, plugged back in and tried to have remote work bed and was not workingAdvised customer based on TS it is the PLC and will need to be replacedProvided quote of $for PLC, customer stated he should be under warranty and should not have to pay for anythingDid not give amount for shippingI explained the warranty policy and did let him know he could send in his proof of purchaseProvided email address and fax numberJanuary 8, 5:PM: A PLC shipped to the customerSales Force Notes from Operator: I said we have determined that the issue is with the PLCFor whatever reason, he was told that he needs to buy the partCustomer being sent a PLC and will pay for shipping of $February 10, 4:53PM: Per case ***, the customer was sent a PLCPrior to this, his fuse was blowingWhen he received the PLC, the green lights on the PDB, and PLC were flashing I had him remove the PDB, and make sure that the batteries are a fresh four packAfter doing so, the green light on the PLC kept flashingWe then suggested that the store programs the remote, as well as a second remote to the new PLCWe were under the impression that there was some signal interferenceThe green light continues to flashPer Deb, as a one time courtesy, we are sending all the parts under the bed, as well as a techThe parts will be sent directly to the techI will notify the store, as well as the customerI will email a tracking number to the store for his conveniencetech notes: I will tell the store via email, but we are asking that the tech suggests a surge protectorFebruary 23'd, 2016: Tech replaced all parts under the bed, massage motors still not working, Two more massage motors sent to the customerTechnician noted there was still no surge protector on the bases as recommendedBetween January 8th and February 22, 2016: Reverie has replaced all electrical parts of this baseBoth massage motors (send twice to customer)Two lift motors, Two PLC's (send twice to customer) and a remoteIt is our professional opinion that this home is having an electrical issue that keeps causing problems with our electrical parts in our baseReverie adamantly asserts that no violation or mistreatment of Mr*** has occurred and that Reverie is in full compliance with Consumer Protection rules and standards of conduct set forth by the State of New YorkReverie made every attempt to promptly address Mr*** concerns and has followed the standard processes for correcting these issuesNevertheless, Reverie strives to go above and beyond to exceed our customer's expectationsAs such, despite now being out of warranty for electrical parts, Reverie will be sending Mr*** two new massage motors at no costAdditionally, Reverie will arrange for a technician to install the motors in Mr***'s adjustable bed, at the standard service charge of $Finally, as Reverie believes that this problem is being caused by an electrical problem with Mr***'s residence, Reverie recommends that Mr*** use a surge protector in the future in order to protect his bedReverie hopes that this will conclude the matter to Mr***'s satisfactionAgain, compliance with the highest standards of quality and service are of utmost importance to ReverieEvery effort is made to go above and beyond expectations of service and qualityStill, Reverie welcomes any comments or suggestions the Department may have with regard to existing processes for addressing these issuesReverie will plan to submit a follresponse once this matter has been completely resolved to the customer's satisfactionSincerely, Tom BGeneral Counsel

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Although some of the statements were incorrect such as I was indecisive about the base of the bed. I had always wanted an adjustable because I had wanted the massager however when I made the purchase and they delivered the bed I discovered I was no that I wanted so back to the store it went. Also the second base was not the correct one for the mattress. Enough said we have worked out our differences and the representative was very accommodating so that being said the bed is now working....Thank you everyone for assisting me in this matter.
Regards,
[redacted]

Please let this letter serve as a formal response related lo the matter referenced above and received by Reverie on February 1, 2016. Please note that Ascion, LLC d/b/a Reverie ("Reverie") takes these issues very seriously and that every effort is made to comply with the highest standards of...

customer care and satisfaction. As background, Reverie manufactures and sells adjustable beds, both Reverie branded and for other brands. In this case, the adjustable bed was [redacted]® branded ([redacted] Signature) and sold to Ms. [redacted] at a [redacted] September 18, 2014. By the terms of the warranty provided for this particular adjustable bed, Ms. [redacted]'s bed is at this lime covered. Our adjustable beds include both electrical and mechanical components, and Reverie stands behind the quality and durability of its products and their components. As such. Reverie has assured Ms. [redacted] that it will rectify her problem and cover the cost of all parts needed to complete the repair. In addition to our commitment to quality products, customer service is also of the utmost importance to Reverie. To ensure that we remain a leader in the industry in both quality and reliability, Reverie operates a service center in [redacted], New York in order to assist customers with damaged or faulty products, whether or not they are covered under the Reverie Warranty. Through this service center. Reverie strives to satisfy and exceed costumers' expectations by promptly and successfully rectifying any concerns or problems that a costumer may experience. Accordingly, the end customer is provided with a very favorable and generous treatment. As is the case with every customer, we have strived to provide Ms. [redacted] with prompt and excellent service. As such, we have been in communication with Ms. [redacted] several times and our customer service team has on many occasions attempted to resolve Ms. [redacted]'s problem. This has included both attempting to guide her through the process of troubleshooting, and when Ms. [redacted] was unable to do so, attempting to facilitate the arrangement of a technician's appointment to fix the problem. At some point, it seemed that the issue may be related to power sources and voltage problems with the home. The last time a technician was called to her home, the issue was corrected and the product was working properly when he left.  It is unclear what events transpired following the last visit, however, Reverie's Director of Customer Service, Patti A., has personally and directly reached out to Ms. [redacted], spoken to her on the phone and via email and assured her that Reverie will do whatever it lakes to-ensure that her problem is resolved. Reverie has arranged for an A+ technician to visit her home for a second time with virtually all replacement parts and lo correct the problem. This service call will be provided at no additional charge to Ms. [redacted]. Ms. A. has been in contact with Ms. [redacted] directly on February 1 (same day she received the complaint) to personally address Ms. [redacted]'s issue. This included giving Ms. [redacted] her personal cell phone number with the instruction to contact her anytime. Ms. A. also assured Ms. [redacted] that the A+ technician will contact Ms. [redacted] and scheduled a date for service. Currently, this repair is scheduled for February 8. Ms. [redacted] responded to Ms. A. on February 3 thanking her for the assistance and that she looks forward to hearing from the technician. That email is also attached for your convenience. Ms. A. is personally monitoring this situation and has assured Ms. [redacted] that the situation will be taken care of and that Reverie will stand behind its warranty and cover the costs. Please note that this is the second time Reverie has provided onsite service to Ms. [redacted]'s home. Please note it is unclear at this time whether the issue is related to an actual defective product provided by Reverie or an electrical/power supply problem in the home of Ms. [redacted]s. The A+ technician will be Investigating the source of the problem during this visit. For your convenience, below is a chronicled outline of the calls made to and received from Ms. [redacted] during this process: 11/25/2014 10:15 AM- customer called wanting to verify someone was going to be at her home on Saturday. She said when the delivery people (provided by [redacted]) were there, he called someone and then told customer they will be back on Saturday. Reverie advised customer we have no information on our end relate to the delivery team and that they probably called the store. Reverie suggested to customer to call her store and inquire. 12/1/2014 1:47 PM- Customer called and states one side of base is not working. She states it has been swapped out twice. Informed customer it is not possible for a manufacturer's defect to exist in 3 separate bases/same issue. Customer insists we send someone out to repair base. I asked for some troubleshooting assistance and she said, "Lady, I am not going to do ANYTHING, you send someone out to fix this issue". Informed customer I could not assist her without some troubleshooting (she is not willing to separate outlets) and restated it cannot be a manufacturer's defect under the current circumstances. 12/1/2014 2:21 PM- Customer left message- we returned her call, had to leave a message. 12/2/2014 5:56 PM- [redacted] from [redacted] calling. Customer told the store they need to call me and provide base information. [redacted] asked if the store is supposed to have that information. I explained no, that information is on the base or owner's manual. [redacted] clarified for me that the base was swapped out twice from the store- but not due to problems. First base, [redacted], she didn't want to pay for massage after she purchased so wanted a return. Second base she bought with no massage. Then, she wanted massage again but she also wanted a different Brand, different base (not [redacted]) so returned again. I did let [redacted] know we were unable to assist the customer because she is unwilling to do any troubleshooting including separating the bases/outlets. Informed her the customer told me she wanted to return the base. 11/9/2015 -2:18 PM Customer demanding service fora base she has owned nearly a year which has not functioned. She swapped plug and states no light on under base. Refuses to check fuse. Informed customer I will call back-I am going to speak with Sara about this one. 11/9/2015 3:12 PM- Per previous notes- customer refused to do troubleshooting and would not provide base info. Per [redacted]. She left voicemail today (year later after first call) wanting base repaired. Explained I would call back because needed to speak with Sara. She states base not getting power. Refuses to check fuse because bed has never worked. She told me outlet controlled by light switch and then told me outlet not functional. She just had the electric done in her home. Then she told me she tried appliance #3 and outlet works. Per Sara- we will send PLC and technician under warranty. Customer told me this base came 1 1/16/14 (per previous notes 3rd base from [redacted]). I was going to call back customer but she called [redacted] again who transferred her to us again. 11/9/2015 5:23 PM- Customer called to register second bed for warranty. 11/12/2015 11:44 AM - Customer called, asked when technician would come out to fix her bed. Informed customer that the parts need to gel to her first. Tracked shipping, told customer that parts would arrive in about three business days. 11/12/2015 11:56 AM-customer left an autocall back, when I called back she said she was all set. 2/1/2016 5:16 PM - Revdex.com Complaint # 1 [redacted] - [redacted] called today thinking she was calling the Revdex.com on her complaint on our Reverie # [redacted]. I told her we had not received the complaint as of yet. She said she wanted not to pay the money for the technician because the bed never worked from when she received it over a year prior. I told her we would not ask her to pay the $175.00 and we would send more parts and a technician to get her bed working. 1 also told her I would send her an email today stating the above information. 2/1/2016 5:59PM - Patti A. Director of Customer Service, spoke to Ms. [redacted] on the telephone and immediately sent her a follow-up email assuring that the problem will be addressed promptly. A copy of the email is attached hereto. In conclusion, Reverie adamantly asserts that no violation or mistreatment of Ms. [redacted] has occurred and that Reverie is in full compliance with Consumer Protection rules and standards of conduct set forth by the State of New York. Reverie made every attempt to promptly address Ms. [redacted]'s concerns and has followed the standard processes for correcting these issues. Again, compliance with the highest standards of quality and service are of utmost importance to Reverie. Every effort is made to go above and beyond expectations of service and quality. Still. Reverie welcomes any comments or suggestions the Department may have with regard to existing processes for addressing these issues. Reverie will plan to submit a follow-up response once this matter has been completely resolved to the customer's satisfaction. Sincerely, Tom B. General CounselEnclosure

I have reviewed the response made by the business in reference to complaint ID [redacted]. 
If they won't replace the bed I guess we will wait for more parts.  My concern is what happens if the parts don't fix the bed?  Will it then be replaced or are we stuck with a broken bed.  Thank you [redacted]

We are going to send a technician and have new massage motors and any other parts needed to get this bed working. He told my staff today to just wanted his bed replaced. [redacted] has refused to do this so the technician and more parts is our only option. Parts will ship tomorrow and the tech will be assigned for next week.