ActiveForever

Thank you for bringing this to my attention.I see that you were working with Victoria on setting up a return for this order. She has been in contact with the manufacturer for the proper address to send them back to. She will respond to you today by end of business day. If for any reason you...

do not hear from her by end of business day please let me know and I will help you resolve this issue.My name is [redacted] and I am the customer service manager for ActiveForever. My contact information is email: [redacted]phone: ###-###-####As soon as we have the return instructions we will send them to you. Once you have returned the product back we will process your refund in full for the product. Thank you for your time.

Thank you for your message.
 
I apologize but that is not the correct order number, I have also looked in our system under your name, email address and phone number and I have no orders for you. Can you please call me directly so we can look into this issue for you. My direct...

line is [redacted] my name is Jenna and I am the customer service manager. 
Thank you for your time.

Thank you for contacting us.I greatly apologize for the delay in your orders. The first one was on back order and I apologize that you were not made aware of that. The second order was not downloaded into our system as a computer glitch and we were not made aware of that issue.With...

this said I have refunded your shipping on both orders. Please have a great day.

Thank you for your email and bringing this to my attention.I will work with the manufacturer to send a return shipping label to you and issue a refund in full. I apologize for the miscommunication. All information we receive on the products is from the manufacturer. It seems they have...

changed the product and did not inform us of the changes. Please let me know what email address to send your label to.

This business is a scam. They somehow tied in with SEARS' website, but don't be fooled.

They advertise products and then tell you they are on back order so that you have to call in and they can try to push something more expensive on you.

They purposely remove any way to email them, therefore I am in full belief that this is a scam--a bait and switch operation.

STAY AWAY from the aggravation and BS.

I own a company that manufacturers unique, one of a kind assisted living devices that assist the elderly and mobility challenged pull on and take off their shoes, boots, etc, with no bending or reaching required. Our [redacted] Valet is currently being sold both domestically and internationally. We have two more patented items coming out in 2017 and I decided in 2015 to transition from full service to manufacture and marketing only. I let it be known that I was looking for a qualified retailer type to take over the sales, administration and logistics in the US and I would concentrate on container load size sales to foreign distributors and other large volume users. Louis O[redacted], owner of Active Forever called me and said he was interested and asked if I would send him a sample unit to test and approve. I sent them one and he contacted back and wanted to work a deal and we did; I looked him up on [redacted] and he seemed fine but I did not look up his company Active Forever at that time; I took his word on what they had to offer . I looked at his website and I thought it would be perfect for my [redacted] Valet and the new products I was developing for socks and boots. I sold him my entire inventory for basically what I had in it and he promised/contracted to promote and work the my products hard on his website and through his corporate clients, etc. He said he had 1000’s of hits per day on his website and I took him for his word. He contracted to pay me an agreed upon royalty on each unit sold on a monthly basis; his margins would allow him to easily do that for both wholesale and retail sales. Ninety-nine percent of his business was straight retail so he was making out like a bandit, much more than I but I was looking at multiple products and large volume (container size) loads for each of our products being shipped to distributors worldwide. I would no longer have the administrative and logistical headaches I had had and could give them to a professional who had the expertise and clientele database to give the [redacted] Valet much more exposure than I was giving it. Our products are so new and unique, like nothing else on the market, and needed exposure. We did the deal in March of 2015 and he paid for and picked up my inventory.
We sent him all the videos and pictures he needed for his website and I put my web people with his and directed all sales to Active Forever on our website. I wasn’t concerned because the video alone sold the product to the consumer and with all his visitors’ daily hits, it would start to snowball soon. I started working on my marketing international program and sending out hundreds of videos, product info, etc, sending Louis the ones with interest. He emailed me and told me it would be better if he sent them out and I sent him some excel sheets with thousands of companies I had spent years accumulating to contact. I kept on doing my marketing and sending him interested parties and medical reps who contacted me wanting to sell the product. Louis told me to have them contact him. Louis immediately increased the price of the product 20% from $39.95 to $49.95 even though I told him it was being sold on the internet at S39.95, including Amazon. I contacted some of the reps back and they got nowhere with Louis and most didn’t even receive replies – one good rep could sell his entire inventory.
I put off asking for my monthly royalty check because I knew it would take time for him to get a promotion program moving forward- especially at $49.95. I checked on Active Forever’s website in September and had to type in [redacted] Valet to find my product. I was not listed in any of his categories from his drop down menu on his home page showing pictures of their products, pricing, etc. Our consumer base includes diabetes, pain relief, physical therapy, independent living, arthritis dozens of other maladies. The [redacted] Valet was not listed in any of those categories and still isn’t to this day (December 16, 2016)! It had never been introduced or promoted or the video shown on the front page or his website. This was defined explicitly in our contract and the basis our partnership!
When I typed in [redacted] Valet Sept 17, 2015 it came up and was selling for $24.95 (fire sale). I contacted him and asked what the hell was going on and he said the product wasn’t selling at $49.95 and he was selling it at a liquidation price. I suggested he market the damn product like we contracted for and to get the price back to $39.95 the MSRP (minimum sales retail price) or there would be hell to pay. I trusted my whole business to him to just sell a product that had no competition and was needed by millions of people worldwide- 40 million in the US alone. After I sent him a certified letter on 9/24 He emailed me saying the price was being changed immediately to $39.95. This is when I started really worrying about whom I was doing business with and the reason for people contacting me about the service they were receiving from his website. “I have sent a dozen reps to you as per your request and most, if not all, experienced the same problem. Reps can be an enormous seller for you and cost you nothing but a sample. Just need to give them a program they can work with. I hope you can solve this problem, as we will be sending a ton of consumer and retailers to your site.”(10/26/15). Why would a supposedly smart business man, who contacted me to buy all my inventory not promote it and instead stick it on page 69 of his products with no guidance to get there, not respond to any of the leads I sent him, increasing the price of the product that had been selling for $39.95 to $49.95 and then lower the price 50% to $24.95 and not inform me he is doing it and breaking the contract. I have sent product to Russia, all over Europe, Canada, Australia and they want distributorships in their area. It makes no sense and there can only be a couple of reasons and I am not going there at this time.
I started checking out the reputation of his company and it was horrible (check Active Forever, rip offs, fraud, scams). Yelp alone has 35 reviews stating AF is the worst customer service they have ever experienced. On 10/16 I emailed him how he has done nothing we contracted for and I was going to find a new partner and take him out ASAP. He emailed me he would get me a check for units sold the next week and didn’t. That was the second time he had promised a check and never sent it. On 10/26/15 I received a email from a large volume buyer in Canada stating he had contacted AF 3 times to buy samples to show to his corporate clients- “Second, I have tried three times now without any response to get samples from Active Forever. This is disappointing in so many ways, but I feel it is important for you to be aware. I have offered to pay for the samples and still no response. I will leave you to draw your own conclusions.” August 20th I received a call from the medical division of the Veteran’s Administration asking to buy the product for disabled veterans. I told them I was not an approved vendor as yet. They told me they wanted my product and would rush my application through and get it approved in weeks instead of months. There are 8 million disabled vets in the US alone. I immediately informed Louis of this VA contact. With that and what was happening with AF I decided to disassociate myself with this unethical situation with Louis and get a real partner who I could trust and had the contacts to get these products out to the millions of people and veterans who needed them.
I decided that the first of the year 2016 I would start a consumer marketing program directed to social media users and build up the exposure I needed to attract the type partner I was seeking. I informed Louis on 1/5/2016 of my plans with the marketing program. In early February my ankle collapsed and I was scheduled for surgery to have it replaced. About that time Louis was sending me emails asking me to pay for his inventory at eleven hundred plus dollars a month (3 times what I had been paying when I had it and he wanted me to buy back the inventory). I informed him I was entering the hospital and I would try and get him out by May with the rehab and all. I explained to him that a new partner would be taking him out; that I was spending all my money on marketing didn’t have the money to buy it back and that wasn’t in the contract. I told him I wasn’t paying for his inventory expense and that if he had put my product on his website where people could actually see it, he would be sold out by now. Also, it might help if his customer service responded to clients I worked hard to get and sent to him. We spoke several times on the phone about it and emails passed back and forth and nothing else was mentioned about any of this after April until I asked for full payment in November 2016. I wasn’t playing puppet to this clown anymore.
Again, I did as I promised and completely redid the website and face book and started a [redacted] boosting program that sent a short demo video out with text to different target markets every other week. Each boost reached 50,000 plus potential clients and over 20,000 people viewed the video per boost according to [redacted] We were their number one viewed on their boost media marketing program and have been ever since. The boost sent customers to our website and there was a link to go directly to Active Forever’s website to purchase. I kept Louis updated on the posts and what we were doing. Nothing changed on his website; no exposure whatsoever and I spent over $10,000 marketing for him. Our calls increased dramatically and the VA called me twice more wanting to sell my product and the sock device I was bringing to market in 2017. AF’s customer service got worse if anything and the one complaint that still sticks with me was April 10, 2016 from from a disabled vet who had MS and bought one and found out he was too disabled to use it and tried to return it to AF. They informed him the cost to return it was would be as much or more than the cost to purchase. I forward his email to Louis and he did nothing to take care of this man. I finally reimbursed him myself and promised him a free Sock Valet when they were available.
Potential partners started contacting me in the fall of 2016 and that’s when I demanded payment from Louis and an update on units sold so I could inform my potential partners. I got nothing. I believe for some reason he intended my destruction from the start. Why else would he buy my entire inventory and not put it on his website and market it for people to see? That is beyond stupid, it is calculating. In 35 years of business I have never met the likes of him and pray to God I never will again. He is not only possibly causing my destruction but depriving millions of disabled and mobility challenged people the knowledge of a product that is very unique and will be very beneficial to them and/or their loved ones. The thing that bothers me the most is his depriving millions of vets who served and suffered for our country and could have these devices through the VA program. All is documented.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]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 until for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]  Jenna, I tried to call you at 6:00 p.m. e.s.t and received no answer.  I will be back in my office on Monday after, the holiday and will try again, to call.  the number I am trying is [redacted]  My personal cell phone number  is [redacted]  my order numbe,r per email response, from active forever is [redacted]  I hope to get this problem resolved soon.  thank you for your response.

The order did ship via [redacted] with tracking number [redacted] and it scheduled to be there tomorrow the 10th. I apologize for the delay and that you did not receive our email with the tracking information.If you need anything else please let us know.[redacted]

Worst customer service I have ever experienced. In my case, they've advertised a product which they cannot deliver. I have made several requests to the company for delivery information, and I get zero in response. I'm told I'm not sure , it's been on backorder for a while, it's on the boat from China, there's only one supplier, etc. They offered me another item in its place, then had the nerve to come back and tell me they were backordered on that item as well, with no delivery information available.
I have emails backing up my statements

I recently purchased a foam wedge pillow from actve forever and was bitterly disappointed in the product. The foam felt more like styrofoam and had no cushiony effect at all. It gave me a neck ache. I would not recommend this product for anyone. Since I can't return it, I am stuck with it.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]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 until for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]  Jenna, I tried to call you at 6:00 p.m. e.s.t and received no answer.  I will be back in my office on Monday after, the holiday and will try again, to call.  the number I am trying is [redacted]  My personal cell phone number  is [redacted]  my order numbe,r per email response, from active forever is [redacted]  I hope to get this problem resolved soon.  thank you for your response.

Thank you for your message and bringing this to my attention. I do see that we shipped to the address that was entered and it was delivered. I apologize that the address that was entered is not the correct address ( I see it is missing a * in the street number). Mistakes happen and I do apologize...

for any inconvenience.With this said, since we now have movement that the package is being return to us I will go ahead and process the refund ahead of schedule. I hope you have a great day.

Thank you for contacting us.I have reviewed the order and tested a model here in our retail location with the same style electrodes that were sent to you twice. The replacement electrodes that we receive directly from the manufacturer are the ones you received. When testing them here you do...

need to snap them in one side at a time. This will not cause issues to the unit as these are given to us from the manufacturer. The reason [redacted] did not supply you with the phone number is because the number we have is for our inside sales rep. They do not work with the consumer. I was able to locate a phone number for them if you wish to call them. The phone number is ###-###-####.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

The order did ship via [redacted] with tracking number [redacted] and it scheduled to be there tomorrow the 10th. I apologize for the delay and that you did not receive our email with the tracking information.If you need anything else please let us know.[redacted]

Thank you for your email and bringing this to my attention.I will work with the manufacturer to send a return shipping label to you and issue a refund in full. I apologize for the miscommunication. All information we receive on the products is from the manufacturer. It seems they have...

changed the product and did not inform us of the changes. Please let me know what email address to send your label to.

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.

Regards,

Customer purchased a customer [redacted] Lift Chair 10/03/2013 and it was delivered on 10/25/2013. Customer contacted ActiveForever 02/21/2013 indicating the she felt her chair was leaning to the right, she made no mention that the perceived defect started in January. We contacted [redacted]...

[redacted] the same day and scheduled an inspection of the chair.  [redacted] pointed out that if the cushion and or cover were worn by normal use causing the perception of the right lean it would not be covered under warranty. However, any mechanical failure would be. This information was conveyed to the customer.

[redacted] scheduled service tech on 02/24/2014, customer did not agree on a date with the service tech until 03/21/2014. Service Tech went to customers home 03/21/2014 he evaluated the lift chair, he found nothing wrong with the seat assembly and no lean, as a courtesy he did a general service on the chair. 

04/03/2014 [redacted] contacted ActiveForever stating the customer contacted them indicating she still believes there is a lean in the chair. [redacted] arranged for another technician to go to her home for evaluation 04/07/2014.  The technician reported no mechanical issues with the chair and that there was a slight indention in the foam padding which leads him to believe the customer favors her right side.

04/08/2014 [redacted] agreed to accept the chair back as a standard return, they would evaluate the chair and if found to be defective the customer would be refunded in full or shipped a brand new chair, customers choice. If the chair was found not to be defective the customer would be refunded less standard 15% reprocessing fee and any freight incurred.

04/16/2014 Customer contacted ActiveForever to discuss her options. We reiterated the options that [redacted] has already provided her. She stated she no longer wanted a [redacted] chair and would rather a different brand. Customer wanted to hire an independent technician to evaluate the chair and submit the bill to ActiveForever or [redacted]. This information was relayed to [redacted] whereupon they notified us that any repairs made by an non-certified tech would void the warranty. Customer was provided this information. Customer inquired about 100% Satisfaction Guarantee that is offered with purchase of this chair. We let her know it is a posted 30 day 100% satisfaction guarantee and therefore does not apply.

04/21/2014 ActiveForever contacted the customer and provided her with the following options:

1. Return product minus 15% reprocessing fee and return shipping.

2. Send another certified technician out from an outsourced company

3. Return the chair to [redacted] to examine if it is not defective they will send back at her cost. If it is defective they will send a brand new chair or provide a full refund.

At that time customer agreed with option 2 to have another tech sent out. 

04/22/2014 [redacted] hired [redacted] to evaluate the chair. ActiveForever contacted the customer and left a message with this information. When the customer returned our call, she said she wanted to return the chair for a full refund and have ActiveForever pay the return freight and no inspection on the chair was to be done and if we did not comply she was going to file a Revdex.com complaint and hire an attorney.

In conclusion, ActiveForever has provided the customer 3 options that we feel are quit fair given the amount of time the customer has used the chair before she contacted us originally. ActiveForever request that this claim be denied as we will accept the chair back as a return even though it is well passed the 30 day return policy. We will waive the reprocessing fee and return freight if the chair is deemed defective.

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.

Customer purchased a customer [redacted] Lift Chair 10/03/2013 and it was delivered on 10/25/2013. Customer contacted ActiveForever 02/21/2013 indicating the she felt her chair was leaning to the right, she made no mention that the perceived defect started in January. 

On February 21 I said “ The leaning problem had gotten worse over the last month” One month back from Feb 21 would take the start of the problem into January.

We contacted [redacted] the same day and scheduled an inspection of the chair.  [redacted] pointed out that if the cushion and or cover were worn by normal use causing the perception of the right lean it would not be covered under warranty. However, any mechanical failure would be. This information was conveyed to the customer. 

The Chair leaning to the right is not a perception. The fact is: The cushion and the cover are NOT warn.  From the top of the seat it measures one inch lower on the right. This was explained to AF and **.

[redacted] scheduled service tech on 02/24/2014, cus[redacted]er did not agree on a date with the service tech until 03/21/2014.    

My delay in having the chair assessed by the service Tech, was I was hospitalized for 10 days and on discharge, was dealing with doctors visits and chemotherapy. 

Service Tech went to customers home 03/21/2014 he evaluated the lift chair, he found nothing wrong with the seat assembly and no lean, as a courtesy he did a general service on the chair. 

** reported The Technicians report was “Normal” What does that mean? Does it mean the wobbling is “Normal?” The technician took videos of the chair wobbling and pictures of the lean, and instructed my attendant and me not to use the chair anymore then necessary. He explained that the only thing that he could determine was that there were no bolts missing or loose in the lift mechanism but, could not explain why the chair was wobbling. [redacted] said they never received the videos. However [redacted] from [redacted] said that he sent them.

04/03/2014 [redacted] contacted ActiveForever stating the customer contacted them indicating she still believes there is a lean in the chair. [redacted] arranged for another technician to go to her home for evaluation 04/07/2014.  The technician reported no mechanical issues with the chair and that there was a slight indention in the foam padding which leads him to believe the cus[redacted]er favors her right side. 

There is not an indentation in the pad. I have had several people look at the pad and no one detected an indentation in the pad.  I will include a picture of the pad. And a video of the wobbling. 

Is it realistic to expect a quality made chair and or cushion to indent from the weight of a 102 pound person utilizing the chair only 2 to 4 hours a day in a 4 month time period?  Additionally, I DO NOT lean to my right. I would question the validity of his report. He is creating a scenario, to explain the leaning.

04/08/2014 [redacted] agreed to accept the chair back as a standard return, they would evaluate the chair and if found to be defective the cus[redacted]er would be refunded in full or shipped a brand new chair, cus[redacted]ers choice. If the chair was found not to be defective the cus[redacted]er would be refunded less standard 15% reprocessing fee and any freight incurred. 

The problem with this option is, I would have to rely on ** to be objective in their assessment of the chair. **’s responses to date, have not given me that faith.  In addition I would be without a lift chair for 2 weeks. If ** denies responsibility, I would be back at square one and out the shipping costs.

04/16/2014 Cus[redacted]er contacted ActiveForever to discuss her options. We reiterated the options that [redacted] has already provided her. She stated she no longer wanted a [redacted] chair and would rather a different brand. Cus[redacted]er wanted to hire an independent technician to evaluate the chair and submit the bill to ActiveForever or [redacted]. This information was relayed to [redacted] whereupon they notified us that any repairs made by an non-certified tech would void the warranty. Cus[redacted]er was provided this information. Cus[redacted]er inquired about 100% Satisfaction Guarantee that is offered with purchase of this chair. We let her know it is a posted 30 day 100% satisfaction guarantee and therefore does not apply.

AF and ** have only offered me one option and that is, to return the chair at my cost to ** for assessment. I would then need to rely on ** to be fair and objective.  Again, in dealings with **, to date, I am not confident they are willing to see the problem, to make a Good Faith attempt to resolve the issue.

04/21/2014 ActiveForever contacted the cus[redacted]er and provided her with the following options:

1. Return product minus 15% reprocessing fee and return shipping.

2. Send another certified technician out from an outsourced company

3. Return the chair to [redacted] to examine if it is not defective they will send back at her cost. If it is defective they will send a brand new chair or provide a full refund.

At that time cus[redacted]er agreed with option 2 to have another tech sent out. 

After evaluating ActiveForever’s “Options” The end result comes down to only one course of action. My reliance on **’s assessment and additional costs to me.

Another visit from Your preferred certified technician, would only prolong the time frame for solving this issue, giving ActiveForever more reason to deny the claim. In dealing with ActiveForever, It appears their motivation is to prolong negotiations to give them more reason to deny the claim.

04/22/2014 [redacted] hired Protech Medical to evaluate the chair. ActiveForever contacted the cus[redacted]er and left a message with this information. When the cus[redacted]er returned our call, she said she wanted to return the chair for a full refund and have ActiveForever pay the return freight and no inspection on the chair was to be done and if we did not comply she was going to file a Revdex.com complaint and hire an attorney. 

In conclusion, ActiveForever has provided the cus[redacted]er 3 options that we feel are quit fair given the amount of time the cus[redacted]er has used the chair before she contacted us originally. ActiveForever request that this claim be denied as we will accept the chair back as a return even though it is well passed the 30 day return policy. We will waive the reprocessing fee and return freight if the chair is deemed defective.

ActiveForever has said they have offered me 3 solutions however they all end up with my reliance on **’s motivation, and I am comfortable with that.

Regards,

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.

There are two Active Forever stores in the Phoenix area : One is in [redacted] / the other one in [redacted].

Active forever states in their message to you : ''The Drive Winnie Walker 3 wheel has been discontinued."

Iam enclosing a copy of an order Iplaced on [redacted] which was for a Drive Winnie Walker. It has not been discontinued.

I went to [redacted] with the 4 wheel Drive Winnie Walker I had received in error to send it back to the company, as [redacted] had instructed me to do. The shipping charge was $79.00. So Ididn't return it at that time. When I talked to [redacted] at the Active Forever store in [redacted], she sent me a shipping label which made it cheaper. In the end, I paid $21.14 to have the walker shipped to me and $35.98 to ship it back to the company- which totaled $57.12 for shipping charges -for a walker costing $104.95.

Active Forever in [redacted] did have a "Drive Deluxe 3 wheel walker'' (which is not a Drive Winnie Walker). I ordered and received that one with no shipping charges for $79.83. A friend wanted that walker so I sold it to her for that price and went online and ordered another one for myself from [redacted] . The price was $96.94 with no shipping or handling charges. It is the Drive Winnie Walker and is satisfactory.

Handle this situation however you think is satisfactory  and fair - and thank you very much for being attentive to my concerns.
 

Regards,[redacted]