ActiveForever.com Medical Equiptment & Supplies

Thank you for bringing this to my attention.I am so sorry that the first representative you spoke with was not aware of the manufacturer recall for your lift.  The manufacturer has sent us the replacements and I will have your replacement sent out today for you, at no additional...

charge.Again I apologize for any inconvenience this may have caused for you and if there is anything else I may help you with please feel free to call me directly.[redacted] Direct dial to me.

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 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.

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.

Had to return a infrared heating pad and it cost 1/2 the value of the heating pad to return it and it had to go to canada.

There was no indication that returns would cost so much

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.

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,

Thank you for reaching out to me. I am going to contact the manufacturer. If they are able to accept the product back for a refund we are more than happy to work with you on that. I will be in contact with you within 24 hours. Thank you for your time and understanding.

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.

 I did set myself up with [redacted] and entered the tracking # the company gave us.  According to the information from [redacted] it matches up with what the company had to say about this order.  I badly need this item, and could not be more pleased that it no doubt will be here on the 10th of March. I wonder if the breakdown in communication might have been with [redacted] from where it shipped from in California. Whatever, took place it would be nice if this company could work things out so all would go smoother in the future.  I would like to order from them again.  Thank You, [redacted] 

Regards,[redacted]

I purposely chose this company to order a product that I needed because they advertised next day air shipping. The cost of the product was quite substantial compared to other websites but the others could not deliver the product when I needed it. When I went to the checkout page the date clearly stated the next day which was a Saturday. I called the shipper when the package never arrived and it stated that they shipped it out next day air saver which meant that it would arrive on Monday. I had to have the product Saturday. I emailed customer service and they said that their website would never have stated a Saturday delivery date. So they told me that I was mistaken. When I told them that I have no use for their product anymore and I want to return it since I had to get it from a different supplier, they told me there would be a 15% restocking fee. Not only did I express how unsatisfied I was with this entire experience but to add insult they want to charge me an additional fee. I will NEVER use this company again!

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.

Thank you for your response.

ActiveForever had agreed to a full refund for the item due to the confusion. ActiveForever only requested the customer to pay to return the item at their cost. We sent a return shipping label to the customer since our cost is less then the public at [redacted] stores. As soon as the product is inspected the customer will receive a full refund for the item.

I called the manufacturer in regards to the return and it is to be processed today for a refund amount of $113.29.

If there is anything else we may help with please let us know.