Rem Sleep Solutions

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Hi there,I read you letter back to meWhat do you mean? You did not receive what? What was it I needed to get to youPlease explainWhat do you mean this complaint has been closed?Nothing has been resolvedI want R.E.MTo reimburse me ($544.00)for the chili pad that I returned, I got nothing back from themPlease call me @ ###-###-####Thank you, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I will not accept the response until information hurting my credit has been removed from all credit bureaus As to day they are still being reported as days delinquent Regards, [redacted] ***

We will be setting up a time with the customer to send someone out to test the mattressPer the warranty there must be a 1" indentation or greater for a replacement...simple softening is not part of a warranty item

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below To [redacted] MaddixI decline the offer Because Offering the Two bases is a step in the right directionwhen you say two bases and more, what does that mean and when you mentioned costUnder my UNLIMITED LIFETIME WARRANTY and MAINTENANCE FREE I shouldn't have to pay for manufacture problemsWhen you respond I need to here in specific languageI'm needing to know if I'm getting a nice working bed like I boughtand the specifics Since 11/07/you've attempted to fix the problem and I have attempted to fix the problem by letting your crew come into my home many timesbut it didn't fix the problemI need to have a nice working bed in my home by February ,or I want my money back, including my $Tra($Craftmatic king adjustable bed with massage with life time warranty/ for your Rem king adjustable with massage and a UNLIMITED LIFETIME WARRANTY) For a total of 5,orThank You in this matter [redacted]

Today we left a message with tracking on who to contact for tracking informationWe recently changed foam suppliers and this order has been on backorder with them, today I met w/ management to finally get this order shippedCustomer has been contacted.Please call me directly at [redacted] if we can offer any additional informationThank you, [redacted]

Tonight we spoke to the customer and confirmed that we are changing out the mattress however it does take several weeks for productionWe agreed that we will be shipping the comfort exchange mattress directly to her via UPS and she will be using the existing covers from her original purchase I personally assured the customer that this is in production and will be resolved as per her original requestThis was not clearly communicated to her originally but customer appears to be satisfied at this timeWe will provide customer with tracking information once the product ships Thank you, [redacted] PresidentREM Sleep Solutions

Our warranty states that the mattress will retain 90% resiliency over the lifetime of the mattress which is a one inch indentation on a ten inch mattress over time 3/24/ Complaint I bought a kingsize Remwave Adjustable Bed with a unlimited lifetime warrenty in I've had problems with this bed since Rem has sent many motors and the guys install them and still have the problem so they had to keep ordering motors and installing them2nd to the last installer said I think its the base, (Robert)Through this process this company does'nt return phone calls so I've had to show up in person, last time I took my son, [redacted] the owner made me a offer it was a downgrade not what I haveHe never got back to me that day like he saidI called him, and he said I have'nt got to talk to [redacted] from Reverie they guarrenty the motors/baseand then never got back to mesince then I filed a complaint and was'nt satisfied with his responce he was'nt specific about if he's going to replace what I havein the past he replaced a matrress that was not what I had,I bought a Martinique mattress complained to Rem talked to [redacted] she said she would get back to me but I never heard, I paid for a remote then found out it was under warrenty , [redacted] said I didn't work here then, she was to look into it but never got responceThat' why I don't trust what I'm told from this company, they have to be pacific that they will replace exactly what I bought under this warrenty Desired Resolution Replace what I bought, kingsize remwave Adjustable bed or better if that bed is not made anymore, with the unlimited lifetime warrenty Consumer Business Dialog

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Dear BBB:I received this email address from my call to the BBB re: complaint # [redacted] to re-open the complaint.REM Solutions responded to my complaint by saying ***, VP of REM, would reach out to me to resolve the issue. I returned his call this past Friday, November 6th and asked him to return my call. It is now Tuesday, November 10th and I have not received a call back from the company. As of today's date, I have not received resolution to this issue nor a return call to my call on Friday, November 6th.As such, I request that this complaint be re-opened as it has not been resolved.Can you please confirm receipt of the email and that the complaint will be re-opened.Best regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below We need a written apology from REM for causing us excessive stress and hardship over the contract by not honoring the the origination terms of the contract Also an apology for turning over the contract to a finance company at terms that were not agreed to then attempting to negotiate new terms more favorable to themREM caused us excessive stress and over $in legal fees before they would agree that there was an issue Regards, [redacted] ***

Since I opened this claim rem has since changed there website which still shows the paradise and martinique beds as the models they sell no where is the VU ME bed shown even though thats what [redacted] told me was there new bedAlso with the website change they have also taken there warranty explanation off of the page which I tried to fill out and was taken to a blank page and redirected back to the homepageThis company needs to be stoppedHere are the emails I have with [redacted] from rem sleep who said my bed was being replacedHere is a picture of the facebook page saying it is the last bed you will ever buy and the only thing I can find now that says lifetime warranty I had to send the official copy of my warranty to my credit card company for there warranty programWhich they denied to cover because it says that the bed is covered for defects by the lifetime warranty v\: [redacted] o\: [redacted] w\: [redacted] 10/7/ to REM Your president decided that its just the fire insulator under the cover which I explained I had already taken off which then he has decided its just wear and tear nowWe arent talking about a year old bed here not even years [redacted] REM [redacted] < [redacted] > 10/7/ to me Is that what the office said? What did they say? Sent from my iPhone On Oct 7, 2015, at 3:PM, [redacted] wrote: So apparently I need to take better pictures of what I am talking aboutThis is absolutely ridiculous to have to be dealing with this when the bed is literally just over a year old I will also be contacting my credit card company to help resolve this issue I do not appreciate being talked to like I dont know what im talking about on the phoneThis bed gets more uncomfortable every night, and is doing exactly what I asked you if it would happen and you gave me your word it wouldn't and was covered by the lifetime warranty [redacted] On Sep 29, 2015, at 8:PM, REM [redacted] < [redacted] > wrote: He said he was going to contact youthe bed should not be doing that Sent from my iPhone On Sep 29, 2015, at 5:PM, [redacted] wrote: Hey just wondering if you talked to the owner? [redacted] On Sep 25, 2015, at 7:PM, REM [redacted] < [redacted] > wrote: Yes and I sent them in to the office and will talk to the owner on MondayIt shouldn't be doing that Sent from my iPhone On Sep 25, 2015, at 4:PM, [redacted] < [redacted] > wrote: did you get the pictures of my bed? [redacted] 10/13/ to [redacted] Here are a few more pictures of my bed.....with the fire protector taken off as per your suggestionWhich in my opinion its required for a reason This bed is again like I said barely over a year old, again reiterating what I have already noted several times [redacted] from rem sleep who was the sales guy that I bought from in Calgary at the Calgary stampedeWe talked for a long time with issues I have heard about with memory foam, he assured me these don't happen to rem beds and if they ever did your covered by the warranty This per say warranty I find to be a pretty troublesome inquiry, I also am a bit annoyed by the fact that I was told by the representative of rem to take off the fire protector because thats only required in the USA not in Canada That doesn't make me feel very safe as a consumer when im stating a fact about the bed and the response is to take off something thats obviously there for the prevention of fire As per the pictures you can clearly tell even by looking down the middle of the bed how off/wavy each bed looks the bed on the right is clearly lower in several spots then the bed on the leftWhich is why I have said I have been switching spots as I am the only one who sleeps in the bed, every night due to the uncomfortablenessOn the third night I will actually sleep directly on the crack just to try and get some supportAll of your beds are priced the same for the California king, I would like this warranted to the firmer bed without the crack as obviously the rem beds can not stand upSo I would like to take a firmer bed in hopes that this doesn't happen again as I honestly do not want to go through this again as when I spend this kind of money especially on a bed I expected to enjoy it for years on end just like [redacted] had sold me on [redacted] please forward this email to who called me last week and hopefully this time he will have better advice than to take off a fire prevention cover, also let me know that you received it [redacted] Attachments [redacted] 10/21/ to [redacted] Why have you not responded to my email with the latest pictures Are we at the point I just need to file a complaint with Revdex.com and go to explaining my situation online REM [redacted] < [redacted] > 10/21/ to me I have sent them to my boss I will see what's going on but it sounded like they were going to send you a new bed Sent from my iPhone [redacted] 10/26/ to REM Just wondering if you got confirmation of when the new bed will be delivered? / [redacted] Style Definitions */

Customer purchased this product in year First the customer complained of warranty issues regarding the mattressAs a courtesy we changed the mattress out after years, delivered the mattress at no expense to the customerand waived the $delivery fee Customer was satisfied at this resolutionThe customer now has an issue with the adjustable base which although is working fine, claims it is making a noise with the massageThe adjustable base is designed by another company REVERIECustomer must contact REVERIE at 800-973-for additional information concerning this complaint Thank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Vu Me is not a new bed by rem sleep when I spoke to the store the employee didnt even know what vume was, [redacted] told me a rem paradise was being warranted, vume isnt even on there website as a bed they sell [redacted] wouldnt have suggested as a way to not have to fulfill my warranty which they stand behind as just returning my shipping charges no one would ever agree to that.] Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.When we spoke I did not agree to take the bed pending financial resolution I inquired as to if you really did ship the bed when the agreement was not to ship until end of July or First of AugustI did state that we really did need a bed to replace our current one but I did not imply that it would be your bed that would be that replacement You spoke to my husband and told him you would resolve the issue with *** Friday and contact us by Friday Night You told me that your would resolve the issue with *** and respond by Monday night Yet, In February you stated that you would resolve the issue with *** but to date no action was taken What are we to believe? Your story changes every time we speak Our agreement (in the purchase agreement) is months interestThere is no implied or other disclosure of a third party involved *** is not reporting delinquencies to the credit bureauThis delinquencies must be removed immediately.
Regards,
*** ***

Please have the customer contact me directly at *** *** *** or *** our customer service manager at *** *** ***.For all warranty items it has always been FOB our warehouse (meaning that the customer must arrange for freight charges)..however we would be glad to search out the best pricing possible for this to make the customer happy.Thank you

*** we just spoke today so I'm not sure what this is aboutWe agreed with you that if your rate from the finance company was not what was agreed then I would work with them on a refund for youI'm not sure where this is coming from as we just talked today and I agreed to work on your
behalf with the finance company. You also indicated that you really wanted to purchase the bed and wanted to make sure it was still thereYes we shipped the bed that is what we are required to do but if you are not satisfied with the finance from the finance company then you are not obligated to anything regarding the purchaseRandy

All customers have 100% comfort guaranteeWe continue to offer this to *** ***However the customer must first pay for the product and we will gladly replace itCustomer is not willing to abide by any of the suggestions presented to herAs a courtesy, we delivered the product without securing paymentWe never do that but made an exception to this customerWe will gladly replace the mattress with a softer version once payment is securedUnfortunately a refund is not an option in this situation but we are willing to work with *** *** on a replacement

Hi ***...you are absolutely correct in this situationThe only thing we need is your credit card numberIt appears as though *** 'swiped' your card so we do not have a record of thatI will call you tomorrow (Friday ) to correct thisSorry for the delay but this will absolutely be
rectified! Thank you, *** Cell (*** *** ***) pls feel free to call me directly

The initial claim was for the shipper and it was denied as there was no structural damageWe attempted multiple times urging the customer to keep the original foundations as the damage was not structural As a courtesy we offered full money back on the cost of the foundations which was declined
We are now as a courtesy replacing the foundations for the customerThe product has already been sent Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
To *** MaddixI decline the offer Because Offering the Two bases is a step in the right directionwhen you say two bases and more, what does that mean and when you mentioned costUnder my UNLIMITED LIFETIME WARRANTY and MAINTENANCE FREE I shouldn't have to pay for manufacture problemsWhen you respond I need to here in specific languageI'm needing to know if I'm getting a nice working bed like I boughtand the specifics Since 11/07/you've attempted to fix the problem and I have attempted to fix the problem by letting your crew come into my home many timesbut it didn't fix the problemI need to have a nice working bed in my home by February ,or I want my money back, including my $Tra($Craftmatic king adjustable bed with massage with life time warranty/ for your Rem king adjustable with massage and a UNLIMITED LIFETIME WARRANTY) For a total of 5,orThank You in this matter *** ***
3/19/
Complaint
Requesting refund of purchase less pct penalty feeTotal amt paid No delivery of product has been completedOriginal purchase made Have made several attempts to contact *** at Rem Sleep solutions regarding thisHave been advised several times that *** would call back but
apparently *** doesn't return callsI started calling in January but no action has been taken re this issue
Desired Resolution
Refund credited back to orig FOP as agreed to by ***Approximately And a phone call that this will be taken care of
Consumer Business Dialog