I am rejecting this response because: Like I stated, I do not accept the rebate of $It was a high pressure call and a high pressure saleI cannot see to sign the contractI want my bed returned and a refundThis bed is not comfortable
Initial Business Response / [redacted] (1000, 5, 2015/09/05) */ [redacted] purchased her bed in from Contour Bed CompanyWe are Easy Rest Bed CompanyWe do have the customer files from Contour and we are servicing the beds for these customers [redacted] does have a warranty that we are honoring and are happy to help her withWe have left voice mail messages over the past week for her to contact usTo date we have not heard from herWe will keep the Revdex.com posted on any updates with [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have no idea where they are leaving voice mail messages because it is not on my phoneI would be more then happy to talk with the company regarding this complaint the phone number in my profile with you is correct so I have no idea what phone number they are usingIf you can give me the name and phone number of who I can talk to I will contact them or if you give them my phone number they can call me XXX-XXX-XXXXI am only answering NO to the response because no messages were ever left on my phone so I have not been able to talk with anyone at the company about resolving this issueThank You Final Business Response / [redacted] (4000, 16, 2015/10/05) */ We offered service and customer acceptedThe new mattress insert has been shipped to customerThey should have it installed and should be using itThere were no other issues Final Consumer Response / [redacted] (2000, 19, 2015/10/06) */
Initial Business Response / [redacted] (1000, 5, 2016/03/17) */ Easy Rest makes no claim or offer of a in home trial periodEasy Rest does not or has ever required or charged a customer a refuse fee [redacted] accepted delivery and signed a delivery receipt acknowledging percent satisfaction per order and all sales are finalEasy Rest can be contacted at X-XXX-XXX-XXXX and we are ready to offer any service Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/03/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept under that "Easy Rest are ready to offer any service
Initial Business Response / [redacted] (1000, 5, 2016/03/02) */ We recently spoke with Ms [redacted] She said she is using her bed, likes it, and has no issues with itWe offered servicing for her bed but she said she did not need any helpWe asked her to contact us if she needs any help with her bed in the futureThere were no other issues expressed Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The questions asked by the company are generic and do not include the true issue and that is she cannot afford the bedShe is going to be filing for bankruptcy do to the high pressure she received at the time of the purchaseThis is an elderly woman who has not a clue the financial mess she is in and now itis totally out of controlWe need that bed removed and the debt off her record so that she can afford her rent and food.The company needs to own up to what they are allowing their salesmen to do to the elderly populationPlease have them call me instead of her as she is not able voice her needs [redacted] XXX-XXX-XXXX
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ On August 24, 2015, [redacted] requested information from us via the webThe website offered free chances to win a bed in our sweepstakes drawingEvery month a new winner is chosen by a law office and accounting firm out eastThe winner is notified in writing, with signatures requiredOn September 1st at 10:47am we contacted the [redacted] via phone to offer an in home presentation of our adjustable bedsThe [redacted] gave the following information to our marketing representative on the phone; They are married, have Medical Concerns, live off [redacted] in a Brick House, numbers on houseThey agreed to the date and time of September 2nd at 2:00pm for the presentation of our bed information On September 2nd, Our representative (Mr [redacted] arrived during the afternoon, introduced himself, and showed his company I.DMr [redacted] reported having a nice visit with the [redacted] He mentioned the [redacted] 's spoke limited English and they were from JamaicaMr [redacted] explained the different models, options, and prices to the [redacted] The [redacted] asked if they won a bed, and Mr [redacted] said noMr [redacted] called our office to ask if we knew something different and we told him no, the [redacted] had not won the sweepstakesHe also asked if anyone told the [redacted] they had won and we said noThe [redacted] 's decided not to buy a bed at this timeWe told them to keep us in mind for the futureMr [redacted] gave the [redacted] 's a certificate for a free memory foam pillow as a thank you for their timeWe have not spoken with them since and their phone has been disconnected No person at Easy Rest told the [redacted] they had won the sweepstakesThe decision regarding selecting contest winners is not ours to makeNothing could ever be gained by deceiving a customer by misleading them into thinking they had wonAnd I would immediately fire anyone in our organization if they would tell any customer they had won the contest Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) the response from easy rest is a blatant lie, [redacted] did not asked for any information via any web site about any bed from easy rest my wife [redacted] did not visit any website as she was at work ,which can be proven theres no way they could link her email address to this scam I curlis [redacted] was the one that entered the sweepstakes and did not ask for any visit from any one ,my only intention was to win the bed ,not to buy one they were the ones that called me,not the [redacted] ,meaning my wife and I as they said they told me I had won a bed and they needed further information on how to deliver it at 2pm the next day, thats when they ask if I was married and they needed [redacted] name as we have to be at home at the same time this is the first time [redacted] name came in the picture, there response about us speaking limited english is a lie ,jamaicans speak no other language than english,jamaica is a english colony having the queen as head of state trying to make it look like we didnt understand what was being said is just another excuse we were not given any certificate for any memory foam pillow,if so let them prove it I asked the salesman wheres the bed that we won and he said we didnt win a bed ,he is here to sell us one , no one has spoken to us and our has not been disconnected I am asking that they provide proof of [redacted] contacting them about any bed or entering into any sweepstares as my wife is a strict cristian woman who doesnt gamble or surf the internet this is libel for them to say that ,let them show my wife email address in their system and lastly let them get a recording of the telephone conversation they had with [redacted] on sept 1st at to clear up all that was said Final Business Response / [redacted] (4000, 9, 2015/09/28) */ I am sorry if the [redacted] 's misunderstood what our staff said to themNobody from my office told them they won a bedMy staff has nothing to gain and everything to lose should they say "you won a bed"They would not get credit for scheduling the appointmentAlso, they would be immediately terminated from our employment if they ever said that to a customerIf the [redacted] 's have proof to the contrary, they can supply that to meAll our phone representatives or in person staff introduce themselves with their nameWe do not have phone recordings of conversations and we have approximately 5,000-6,phone conversations each day from my office I am not sure who inquired for the [redacted] 's regarding our products or who signed up for the win-a-bed sweepstakes, the information from the inquiry that was sent to us from the advertising company was " [redacted] , [redacted] ***, [redacted] XXXXX, XXX-XXX-XXXX"The lead code was: W56, NEL-WR-OGK which means the inquiry originated from the WebThe date was: 08/24/We followed up from that inquiry and scheduled an appointment to send a representative to share the information about our products I'm glad the [redacted] 's phone is working againI tried twice before 09/17/and it did not workWhen my staff originally set up the visit, we said "we have a free memory foam pillow for you as a gift for allowing us to share the information with you"The pillow was sent to the address on record on September 18, I am confident my Easy Rest staff never told them they won a bedI wish the [redacted] 's the best that life can offer
Initial Business Response /* (1000, 5, 2015/10/16) */
We recently spoke with *** ***We asked her about her bed and she said she is using itShe said she is having concerns about making payments for her bedWe told her she could pay off the finance company early and save on interestWe
offered servicing for her bed and she refused and said nothing is wrong with the bedWe reminded her the bed was not purchased on an in-home trial basisWe told her to please contact us should she need servicing in the future
Initial Consumer Rebuttal /* (3000, 7, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Forced into buying the bed and spending hours and coercing her into buyingShe said yes just to get you to leaveShe does not comprehend well and did not understand she would be paying a $finance fee on top of the $for the bedI would like the finance fee dropOr I will have to contact an attorney for elder abuse
Final Business Response /* (4000, 21, 2015/11/30) */
*** *** signed a legal contract to purchase a bedShe sought financing options because she did not want to pay in fullCustomer was given a day right to rescind the agreement per state lawShe chose not to cancelThe bed was delivered and Ms*** inspected her products and signed to the fact she was 100% satisfied with her goodsWe have had numerous conversations with Ms***We offered servicing for her bed, she has declined our offersWe stand ready to help her should she need usMs*** said her kids were mad at her for buying the bedHer kids should have taken other measures to stop her from spending prior to purchasing productsMs*** has a wonderful bed with many medicinal benefitsWe believe she will enjoy the bed with continued useEasy Rest has done everything to help this customerWe have resolved any issues with our customer, Ms***This should be closed as resolved
June
17, Dear Ms***, Ms*** purchased her bed on April 13, At the time of sale she signed her purchase agreement and supporting documentsShe was given the state rescission laws and our company cancellation policies in writingShe chose not to cancelHer goods were delivered on April 20, On that day she signed their delivery documents acknowledging she was 100% satisfied as per her orderIn early May, Ms*** called us requesting a softer feel from her mattressTo help her gain maximum comfort in her bed, we shipped a mattress pillow topper unit which is placed on top of her mattressThis luxurious feel will soften up the feel in her mattressThis was shipped to her on May 5, We did not charge her for this itemDuring our conversations with Ms*** she expressed she spent too much for her bedShe seems to be suffering from a case of buyer’s remorseWe have delivered exactly as she ordered, given her extra no charge servicing, consulted with her several times, and have helped her to better understand her Easy Rest Sleep SystemTo ease her feelings of spending too much, we have decided to rebate her $1,She discussed this with her family and she feels it is fairThis will be credited to her credit card accountMrs*** has received exactly as she ordered, inspected her goods, signed to the fact she was 100% satisfied, and the bed was not purchased on an in-home trial basisWe also have completed extra service work at no charge to Ms***And now we have rebated her $1,We have fulfilled all contractual obligations as promised.We do not expect any further issues from Ms*** regarding what she contacted you aboutIf you should have any additional question, please contact meSincerely, Lee *** President Easy Rest Beds
Initial Business Response /* (1000, 5, 2015/09/17) */
We spoke with *** this morningAfter talking for a bit we learned she desires a softer feel from her mattressThey also said the bed is currently not tall enough for them, which is why we sent leg extensions last week which they did not
screw in yetAfter discussing the importance of allowing the mattress some time to break in, and discussing how the mattress are affecting they're comfort, we decided to send them a soft insert for each sideI recommended they hang on to their old inserts, just in case their comfort desires changeI asked them to contact us after they've been on the new inserts for a little whileIf they still find they're not as soft as they would like, we can look at further solutions*** seemed quite satisfied with the solution I offeredShe should be receiving her inserts shortly
RE: *** *** #*** This letter is our response to the complaint you received on November 1, *** *** purchased a Queen sized X Easy Rest Adjustable Sleep SystemWe delivered her bed in full on December 8111, She contacted our service department to tell us her bed was
making a popping noise when she was getting in or out of the bedWe sent our service technicians to her home to inspect her bed and repair any issues causing the popping noiseWe repaired her bed on October 18th, Apparently her bed is making the popping noise againUnder the circumstances we feel another service call to her home is warrantedWe will be contacting her to set up an additional service call to her home to inspect and repair what is causing the popping noiseThank you, Lee President
This is not our consumerThe Easy Rest Adjustable Bed is not sold through retail outlets but rather through in-home sales presentations only. Further we do not sell furniture but bases and mattresses. If this consumer purchased a bedroom set from a store they need to contact the place
of purchase for assistance
We have recently been in communication with this customer, his family, his attorney, and the Montana Attorney Generals officeWe have made a settlement offer and expect to receive their reply soonAttached is a copy of a letter sent to the MT Attorney Generals officeI will alert you when a
settlement has been reachedThank you, Lee *** Easy Rest Adjustable Beds
Initial Business Response /* (1000, 5, 2016/03/02) */
We recently spoke with Mr*** about his bed order and addressed his concernsBelow are the Service Manager's notes
I spoke with Mr*** on March 3rd to make sure he received the inserts that were shipped to himHe confirmed he had
received them and put them on his bedsHe told me he felt he had to wait too long to receive the insertsI apologized about the delay, and explained some of the inserts recently were back ordered and took a few extra days to shipThe standard shipping time is to days, and they don't deliver on weekends*** was disappointed about the delayI offered, and he accepted a care package consisting of bottom fitted sheets, and an extra pillow as compensation for the delayHe was pleased with my offerHe should be receiving the package shortlyThere were no other issues expressedDTB
We have delivered exactly as Mr*** has orderedWe now have provided him with extra items at no chargeWe believe the bed will bring him many years of comfortable rest
Re: [redacted] File No: [redacted] This letter is our response to the complaint you received from [redacted] on March 13th, 2018. We are sorry to hear that she did not enjoy her bed presentation. Our representatives do not carry the free pillows with them to the customer's home but leave a...
pillow post card with the customers to send in for their free pillow. [redacted] can still send her pillow post card in for her free pillow. [redacted] was not charged twice for her deposit. Our representative attempted to run her deposit and received an error code that did not process. He attempted it a second time 10 minutes later and it went through for $100.00. We received her cancellation and credited her credit card, on March 14", 2018, for the $100.00 deposit. We are sorry if this causes her any confusion. Amanda [redacted]
I am rejecting this response because: On today, December 22 just before noon I got a call from the business they would not knowledge my question of who they were until asking them 3 times. I did not ask to be contacted by Easy Rest. On the 4th time he said his name was Steve [redacted]. Easy...
Rest has still not provided a copy of the contact to me. Why was I never given a copy of a contract or told about how to return the bed? The above rebuttal was provided to Revdex.com over the phone from the consumer.
Initial Business Response /* (1000, 5, 2015/09/05) */
[redacted] purchased her bed in 2011 from Contour Bed Company. We are Easy Rest Bed Company. We do have the customer files from Contour and we are servicing the beds for these customers.
[redacted] does have a warranty that we are...
honoring and are happy to help her with. We have left 4 voice mail messages over the past week for her to contact us. To date we have not heard from her. We will keep the Revdex.com posted on any updates with [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have no idea where they are leaving voice mail messages because it is not on my phone. I would be more then happy to talk with the company regarding this complaint the phone number in my profile with you is correct so I have no idea what phone number they are using. If you can give me the name and phone number of who I can talk to I will contact them or if you give them my phone number they can call me XXX-XXX-XXXX. I am only answering NO to the response because no messages were ever left on my phone so I have not been able to talk with anyone at the company about resolving this issue. Thank You.
Final Business Response /* (4000, 16, 2015/10/05) */
We offered service and customer accepted. The new mattress insert has been shipped to customer. They should have it installed and should be using it. There were no other issues.
Final Consumer Response /* (2000, 19, 2015/10/06) */
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
I am rejecting this response because:
Like I stated, I do not accept the rebate of $700.00. It was a high pressure call and a high pressure sale. I cannot see to sign the contract. I want my bed returned and a refund. This bed is not comfortable.
Hi,As was stated previously, the customer stated in her complaint that she acknowledged understanding our warranty which we do stand by. Her mattress does not meet the warrantable standard, so we will not be replacing her mattress or giving a refund. If the mattress does at anytime in the 10 year period have an indentation 3/4" or greater, we will gladly help her at that time. Please note that our 3/4" warranty is ABOVE industry standard, which is normally 1 1/2". Thank you,
This customer purchased a mattress from [redacted]n Texas. At the time all product was being imported through [redacted] Furniture, who is in Texas also. Any warranty or product issues would be directed to them. However, [redacted] discontinued selling that product so are unable to fulfill their duty. As a favor to the complaintant we offered to replace the mattress is they would pay the shipping cost. The other option was to wait for [redacted] to place an order and the mattress would be delivered to the store. [redacted] never ordered any product after that time and so the complaintant has the option to pay shipping for the product and we will front the cost of the product. Once again, we are doing this as a favor and do not have any responsibility to warranty the product in any way.
I am rejecting this response because: Like I stated, I do not accept the rebate of $It was a high pressure call and a high pressure saleI cannot see to sign the contractI want my bed returned and a refundThis bed is not comfortable
Initial Business Response / [redacted] (1000, 5, 2015/09/05) */ [redacted] purchased her bed in from Contour Bed CompanyWe are Easy Rest Bed CompanyWe do have the customer files from Contour and we are servicing the beds for these customers [redacted] does have a warranty that we are honoring and are happy to help her withWe have left voice mail messages over the past week for her to contact usTo date we have not heard from herWe will keep the Revdex.com posted on any updates with [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have no idea where they are leaving voice mail messages because it is not on my phoneI would be more then happy to talk with the company regarding this complaint the phone number in my profile with you is correct so I have no idea what phone number they are usingIf you can give me the name and phone number of who I can talk to I will contact them or if you give them my phone number they can call me XXX-XXX-XXXXI am only answering NO to the response because no messages were ever left on my phone so I have not been able to talk with anyone at the company about resolving this issueThank You Final Business Response / [redacted] (4000, 16, 2015/10/05) */ We offered service and customer acceptedThe new mattress insert has been shipped to customerThey should have it installed and should be using itThere were no other issues Final Consumer Response / [redacted] (2000, 19, 2015/10/06) */
Initial Business Response / [redacted] (1000, 5, 2016/03/17) */ Easy Rest makes no claim or offer of a in home trial periodEasy Rest does not or has ever required or charged a customer a refuse fee [redacted] accepted delivery and signed a delivery receipt acknowledging percent satisfaction per order and all sales are finalEasy Rest can be contacted at X-XXX-XXX-XXXX and we are ready to offer any service Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/03/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept under that "Easy Rest are ready to offer any service
Initial Business Response / [redacted] (1000, 5, 2016/03/02) */ We recently spoke with Ms [redacted] She said she is using her bed, likes it, and has no issues with itWe offered servicing for her bed but she said she did not need any helpWe asked her to contact us if she needs any help with her bed in the futureThere were no other issues expressed Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The questions asked by the company are generic and do not include the true issue and that is she cannot afford the bedShe is going to be filing for bankruptcy do to the high pressure she received at the time of the purchaseThis is an elderly woman who has not a clue the financial mess she is in and now itis totally out of controlWe need that bed removed and the debt off her record so that she can afford her rent and food.The company needs to own up to what they are allowing their salesmen to do to the elderly populationPlease have them call me instead of her as she is not able voice her needs [redacted] XXX-XXX-XXXX
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ On August 24, 2015, [redacted] requested information from us via the webThe website offered free chances to win a bed in our sweepstakes drawingEvery month a new winner is chosen by a law office and accounting firm out eastThe winner is notified in writing, with signatures requiredOn September 1st at 10:47am we contacted the [redacted] via phone to offer an in home presentation of our adjustable bedsThe [redacted] gave the following information to our marketing representative on the phone; They are married, have Medical Concerns, live off [redacted] in a Brick House, numbers on houseThey agreed to the date and time of September 2nd at 2:00pm for the presentation of our bed information On September 2nd, Our representative (Mr [redacted] arrived during the afternoon, introduced himself, and showed his company I.DMr [redacted] reported having a nice visit with the [redacted] He mentioned the [redacted] 's spoke limited English and they were from JamaicaMr [redacted] explained the different models, options, and prices to the [redacted] The [redacted] asked if they won a bed, and Mr [redacted] said noMr [redacted] called our office to ask if we knew something different and we told him no, the [redacted] had not won the sweepstakesHe also asked if anyone told the [redacted] they had won and we said noThe [redacted] 's decided not to buy a bed at this timeWe told them to keep us in mind for the futureMr [redacted] gave the [redacted] 's a certificate for a free memory foam pillow as a thank you for their timeWe have not spoken with them since and their phone has been disconnected No person at Easy Rest told the [redacted] they had won the sweepstakesThe decision regarding selecting contest winners is not ours to makeNothing could ever be gained by deceiving a customer by misleading them into thinking they had wonAnd I would immediately fire anyone in our organization if they would tell any customer they had won the contest Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) the response from easy rest is a blatant lie, [redacted] did not asked for any information via any web site about any bed from easy rest my wife [redacted] did not visit any website as she was at work ,which can be proven theres no way they could link her email address to this scam I curlis [redacted] was the one that entered the sweepstakes and did not ask for any visit from any one ,my only intention was to win the bed ,not to buy one they were the ones that called me,not the [redacted] ,meaning my wife and I as they said they told me I had won a bed and they needed further information on how to deliver it at 2pm the next day, thats when they ask if I was married and they needed [redacted] name as we have to be at home at the same time this is the first time [redacted] name came in the picture, there response about us speaking limited english is a lie ,jamaicans speak no other language than english,jamaica is a english colony having the queen as head of state trying to make it look like we didnt understand what was being said is just another excuse we were not given any certificate for any memory foam pillow,if so let them prove it I asked the salesman wheres the bed that we won and he said we didnt win a bed ,he is here to sell us one , no one has spoken to us and our has not been disconnected I am asking that they provide proof of [redacted] contacting them about any bed or entering into any sweepstares as my wife is a strict cristian woman who doesnt gamble or surf the internet this is libel for them to say that ,let them show my wife email address in their system and lastly let them get a recording of the telephone conversation they had with [redacted] on sept 1st at to clear up all that was said Final Business Response / [redacted] (4000, 9, 2015/09/28) */ I am sorry if the [redacted] 's misunderstood what our staff said to themNobody from my office told them they won a bedMy staff has nothing to gain and everything to lose should they say "you won a bed"They would not get credit for scheduling the appointmentAlso, they would be immediately terminated from our employment if they ever said that to a customerIf the [redacted] 's have proof to the contrary, they can supply that to meAll our phone representatives or in person staff introduce themselves with their nameWe do not have phone recordings of conversations and we have approximately 5,000-6,phone conversations each day from my office I am not sure who inquired for the [redacted] 's regarding our products or who signed up for the win-a-bed sweepstakes, the information from the inquiry that was sent to us from the advertising company was " [redacted] , [redacted] ***, [redacted] XXXXX, XXX-XXX-XXXX"The lead code was: W56, NEL-WR-OGK which means the inquiry originated from the WebThe date was: 08/24/We followed up from that inquiry and scheduled an appointment to send a representative to share the information about our products I'm glad the [redacted] 's phone is working againI tried twice before 09/17/and it did not workWhen my staff originally set up the visit, we said "we have a free memory foam pillow for you as a gift for allowing us to share the information with you"The pillow was sent to the address on record on September 18, I am confident my Easy Rest staff never told them they won a bedI wish the [redacted] 's the best that life can offer
Initial Business Response /* (1000, 5, 2015/10/16) */
We recently spoke with *** ***We asked her about her bed and she said she is using itShe said she is having concerns about making payments for her bedWe told her she could pay off the finance company early and save on interestWe
offered servicing for her bed and she refused and said nothing is wrong with the bedWe reminded her the bed was not purchased on an in-home trial basisWe told her to please contact us should she need servicing in the future
Initial Consumer Rebuttal /* (3000, 7, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Forced into buying the bed and spending hours and coercing her into buyingShe said yes just to get you to leaveShe does not comprehend well and did not understand she would be paying a $finance fee on top of the $for the bedI would like the finance fee dropOr I will have to contact an attorney for elder abuse
Final Business Response /* (4000, 21, 2015/11/30) */
*** *** signed a legal contract to purchase a bedShe sought financing options because she did not want to pay in fullCustomer was given a day right to rescind the agreement per state lawShe chose not to cancelThe bed was delivered and Ms*** inspected her products and signed to the fact she was 100% satisfied with her goodsWe have had numerous conversations with Ms***We offered servicing for her bed, she has declined our offersWe stand ready to help her should she need usMs*** said her kids were mad at her for buying the bedHer kids should have taken other measures to stop her from spending prior to purchasing productsMs*** has a wonderful bed with many medicinal benefitsWe believe she will enjoy the bed with continued useEasy Rest has done everything to help this customerWe have resolved any issues with our customer, Ms***This should be closed as resolved
June
17, Dear Ms***, Ms*** purchased her bed on April 13, At the time of sale she signed her purchase agreement and supporting documentsShe was given the state rescission laws and our company cancellation policies in writingShe chose not to cancelHer goods were delivered on April 20, On that day she signed their delivery documents acknowledging she was 100% satisfied as per her orderIn early May, Ms*** called us requesting a softer feel from her mattressTo help her gain maximum comfort in her bed, we shipped a mattress pillow topper unit which is placed on top of her mattressThis luxurious feel will soften up the feel in her mattressThis was shipped to her on May 5, We did not charge her for this itemDuring our conversations with Ms*** she expressed she spent too much for her bedShe seems to be suffering from a case of buyer’s remorseWe have delivered exactly as she ordered, given her extra no charge servicing, consulted with her several times, and have helped her to better understand her Easy Rest Sleep SystemTo ease her feelings of spending too much, we have decided to rebate her $1,She discussed this with her family and she feels it is fairThis will be credited to her credit card accountMrs*** has received exactly as she ordered, inspected her goods, signed to the fact she was 100% satisfied, and the bed was not purchased on an in-home trial basisWe also have completed extra service work at no charge to Ms***And now we have rebated her $1,We have fulfilled all contractual obligations as promised.We do not expect any further issues from Ms*** regarding what she contacted you aboutIf you should have any additional question, please contact meSincerely, Lee *** President Easy Rest Beds
Initial Business Response /* (1000, 5, 2015/09/17) */
We spoke with *** this morningAfter talking for a bit we learned she desires a softer feel from her mattressThey also said the bed is currently not tall enough for them, which is why we sent leg extensions last week which they did not
screw in yetAfter discussing the importance of allowing the mattress some time to break in, and discussing how the mattress are affecting they're comfort, we decided to send them a soft insert for each sideI recommended they hang on to their old inserts, just in case their comfort desires changeI asked them to contact us after they've been on the new inserts for a little whileIf they still find they're not as soft as they would like, we can look at further solutions*** seemed quite satisfied with the solution I offeredShe should be receiving her inserts shortly
RE: *** *** #*** This letter is our response to the complaint you received on November 1, *** *** purchased a Queen sized X Easy Rest Adjustable Sleep SystemWe delivered her bed in full on December 8111, She contacted our service department to tell us her bed was
making a popping noise when she was getting in or out of the bedWe sent our service technicians to her home to inspect her bed and repair any issues causing the popping noiseWe repaired her bed on October 18th, Apparently her bed is making the popping noise againUnder the circumstances we feel another service call to her home is warrantedWe will be contacting her to set up an additional service call to her home to inspect and repair what is causing the popping noiseThank you, Lee President
This is not our consumerThe Easy Rest Adjustable Bed is not sold through retail outlets but rather through in-home sales presentations only. Further we do not sell furniture but bases and mattresses. If this consumer purchased a bedroom set from a store they need to contact the place
of purchase for assistance
We have recently been in communication with this customer, his family, his attorney, and the Montana Attorney Generals officeWe have made a settlement offer and expect to receive their reply soonAttached is a copy of a letter sent to the MT Attorney Generals officeI will alert you when a
settlement has been reachedThank you, Lee *** Easy Rest Adjustable Beds
Initial Business Response /* (1000, 5, 2016/03/02) */
We recently spoke with Mr*** about his bed order and addressed his concernsBelow are the Service Manager's notes
I spoke with Mr*** on March 3rd to make sure he received the inserts that were shipped to himHe confirmed he had
received them and put them on his bedsHe told me he felt he had to wait too long to receive the insertsI apologized about the delay, and explained some of the inserts recently were back ordered and took a few extra days to shipThe standard shipping time is to days, and they don't deliver on weekends*** was disappointed about the delayI offered, and he accepted a care package consisting of bottom fitted sheets, and an extra pillow as compensation for the delayHe was pleased with my offerHe should be receiving the package shortlyThere were no other issues expressedDTB
We have delivered exactly as Mr*** has orderedWe now have provided him with extra items at no chargeWe believe the bed will bring him many years of comfortable rest
Re: [redacted] File No: [redacted] This letter is our response to the complaint you received from [redacted] on March 13th, 2018. We are sorry to hear that she did not enjoy her bed presentation. Our representatives do not carry the free pillows with them to the customer's home but leave a...
pillow post card with the customers to send in for their free pillow. [redacted] can still send her pillow post card in for her free pillow. [redacted] was not charged twice for her deposit. Our representative attempted to run her deposit and received an error code that did not process. He attempted it a second time 10 minutes later and it went through for $100.00. We received her cancellation and credited her credit card, on March 14", 2018, for the $100.00 deposit. We are sorry if this causes her any confusion. Amanda [redacted]
I am rejecting this response because: On today, December 22 just before noon I got a call from the business they would not knowledge my question of who they were until asking them 3 times. I did not ask to be contacted by Easy Rest. On the 4th time he said his name was Steve [redacted]. Easy...
Rest has still not provided a copy of the contact to me. Why was I never given a copy of a contract or told about how to return the bed? The above rebuttal was provided to Revdex.com over the phone from the consumer.
Initial Business Response /* (1000, 5, 2015/09/05) */
[redacted] purchased her bed in 2011 from Contour Bed Company. We are Easy Rest Bed Company. We do have the customer files from Contour and we are servicing the beds for these customers.
[redacted] does have a warranty that we are...
honoring and are happy to help her with. We have left 4 voice mail messages over the past week for her to contact us. To date we have not heard from her. We will keep the Revdex.com posted on any updates with [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have no idea where they are leaving voice mail messages because it is not on my phone. I would be more then happy to talk with the company regarding this complaint the phone number in my profile with you is correct so I have no idea what phone number they are using. If you can give me the name and phone number of who I can talk to I will contact them or if you give them my phone number they can call me XXX-XXX-XXXX. I am only answering NO to the response because no messages were ever left on my phone so I have not been able to talk with anyone at the company about resolving this issue. Thank You.
Final Business Response /* (4000, 16, 2015/10/05) */
We offered service and customer accepted. The new mattress insert has been shipped to customer. They should have it installed and should be using it. There were no other issues.
Final Consumer Response /* (2000, 19, 2015/10/06) */
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
I am rejecting this response because:
Like I stated, I do not accept the rebate of $700.00. It was a high pressure call and a high pressure sale. I cannot see to sign the contract. I want my bed returned and a refund. This bed is not comfortable.
see attached
Hi,As was stated previously, the customer stated in her complaint that she acknowledged understanding our warranty which we do stand by. Her mattress does not meet the warrantable standard, so we will not be replacing her mattress or giving a refund. If the mattress does at anytime in the 10 year period have an indentation 3/4" or greater, we will gladly help her at that time. Please note that our 3/4" warranty is ABOVE industry standard, which is normally 1 1/2". Thank you,
This customer purchased a mattress from [redacted]n Texas. At the time all product was being imported through [redacted] Furniture, who is in Texas also. Any warranty or product issues would be directed to them. However, [redacted] discontinued selling that product so are unable to fulfill their duty. As a favor to the complaintant we offered to replace the mattress is they would pay the shipping cost. The other option was to wait for [redacted] to place an order and the mattress would be delivered to the store. [redacted] never ordered any product after that time and so the complaintant has the option to pay shipping for the product and we will front the cost of the product. Once again, we are doing this as a favor and do not have any responsibility to warranty the product in any way.