Ergomotion, Inc.

Terrible luck after 3 months! Remote did not work. Called customer service. Had to crawl under bed at 83 years of age to try hold a phone and do what they asked in dark. Promised a new remote in the next week when told that one faulty. Called next week to say none came and told was on a 4 week delay. In meantime, husband bed bound and cannot sit up or raise himself. A remote eventually came. Not the problem. Waited for a technician. Found a mechanical failure. Husband still unable to rise after over a month. Called today for part which technician seems not to have ordered. Maybe something next week? Totally unacceptable!

Is less than a 1 star I purchased an adjustable base from sears 1 year ago and just recently had a bed bug problem had an exterminater in to examine the house and he determined that the bed base was the sourse of the bugs I m lderly and on a fixed income and s going to cost 1700.00 dollars and I can t aford to pay it I half to go get a loan. If I cannot expet any help from you all I can call my local paper nd give them a great human interest story andgiveyour company some negative advertisement. Get back with me leave a message (309) 232-1461 carol thanks

Complaint:
I am rejecting this response because:
The bed still vibrates and therefore the problem still remainsWhen the company representatives were here they felt the bed vibrating, when it should not have been vibratingThey were really surprised that this was happening so quietlyWhen the massage is on you can hear a loud sound, so this was much different than having the massage onThis is the same vibration that wakes me up in the middle of the nightMy husband’s bed vibrates also, when it should not be vibrating, and wakes him upThey have not replace any parts in his bedThe only way to stop this vibration is to use the remote and go through all the massage cycles and then it stopsAlthough they have replaced the parts, there are many wires involved in the operation of the base and one of the wires must be faulty for this to continue to happenFor the company representatives to say the base is ‘working as expected’ is just not trueTo say that ‘no abnormalities in function were found’ is aIso not true since they felt the bed vibrating when it should not have beenConnecting the loose cord did not resolve the problemI have to have both bases replaced so we can get a nights sleep!!
Regards,
*** ***

Complaint:
I am rejecting this response because: I rejecting the business response due to our conversation, I were told that the way the adjustable bed are made , are the
reason I am experience the loud noiseThe balls that are on the bed is what is causing the problem I asked the manager what could they do to fix the problem he stated nothing at this time. I then explain to him if that information were given to me in the store , I would of not purchase this merchandise. This bed has a great deal of issue that need to be address and it should not be done at my expenseI also explain to him when in the store the customer are thinking that they are purchase a product with SERTA which have been around for yearswhere as his company has been in business for six year are more, I am very stress with this matter and would love to return this Item.
Regards,
Jacqueline Roberts

Additional parts are being shipped and a technician will be provided to do the replacementCustomer has been notified

Customer has full factory warranty
Due to the current port delays being experienced on the west coast due to the port labor strikes, there is a current backorder on parts.
http://www.washingtonpost.com/politics/white-house-will-intervene-in-west-coast-ports-strike/2015/02/14/dd15be94-b497-11e4-854b-a38d13486ba1_story.htmlhref="http://www.washingtonpost.com/politics/white-house-will-intervene-in-west-...⇄ /> We will ship customer a new motor today. The motor is brand new, not refurbished
Customer will be receiving the motor tomorrow

my suggestion is not to ever buy one of these beds, I bought one in oct. 2017 and its been broke all of 2018 and they have no idea when it will be fixed , they have come out 3 times to repair it with wrong parts and now have no idea how to get the right part. they promise to call me and let me know what going on and keep me updated but never do I have to call them to se whats going on , 4 times they promised to call and did not I have left 2 messages with supervisors and they wont even call and they are never in of course, I bought my bed at American Furniture warehouse so I would not recommend them either, I have just called them again of course and they still don't know anything do not buy one of these beds they will ignore you and make false promiseses. remember a warranty means nothing if they do not honor it

I spoke to Mr. [redacted] regarding the speaker system issue that he is experiencing.
We discussed that we are currently working on re-designing the speaker system to remove the feedback sound that he is hearing.
We hope to have a viable solution to this problem within the next 60...

days.
As soon as we have a solution, Mr. [redacted] will receive a new set of speakers and a technician to install at no cost to him.
Mr. [redacted] has been very understanding of the issue and is committed to working with us to meet a mutual goal of satisfaction.
Mr. [redacted], please feel free to give me a call directly at ###-###-####.  My name is Nick Patel, and I am the customer service manager.

Dear Mrs. [redacted],
A refund in the amount of $77.76 was processed last week back to your credit card ending in 2005 for Sales Order # S031245.  The balance of $16.68 (Shipping/Handling) is not refundable.  This was explained to you by Supervisor [redacted]. 
The...

funds have been sent to merchant services (an intermediary transaction processor).  Once merchant services processes the refund, the amount of $77.76 will be refunded by your credit card company.  Please contact your credit card company for details.

Mrs. Powers spoke to our customer service team on 6/21/2014.
Replacement parts (Control Box and Head Motor) were shipped out on 6/23/2014.  UPS Tracking # 1Z43V0V[redacted]98.
Per UPS, parts are scheduled to arrive to the customers home...

Friday, 06/27/2014, By End of Day.
I spoke to Mrs. Powers and let her know that she can give us a call when she gets the parts and we would be happy to walk her through the installation process.
?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10100663, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: 11754882
I am rejecting this response because:
I have repeated told you that the bed vibrates when it is plugged in. The one night I unplugged it I was so used to being woken up with the vibrations it did feel like it was vibrating one time only. I have asked you to have someone come over and lay on the bed to feel what I feel when the bed is plugged in. I have gotten no response.
Regards,
[redacted]

A credit to the customer's credit card has been issued for the amount of $42.00 through merchant services. 
Attached is the credit memo document created as a result of the credit. 
Customer can expect to see the credit reflect on his credit card within the...

next 3-5 business days, if not sooner.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10790988, and find that this resolution is...

satisfactory to me for now. But they have said they fixed it before and they did not. I will have to see if the fix they put in this time really works as I have lost all trust in them at this point. By the time the parts get here and the tech installs them, it will probably be at least a week before I know if this fix really works.
Regards,
R[redacted]

Review: I have tried to call support at Ergonomic and left messages for call back, and it has been for five hours. My bed head is stuck in the highest position which means I must sleep on the sofa. I wanted to get a repair part in the mail asap but can't get any response. Poor excuse for a business, especially for so expensive a product!Thank goodness for you, and thank you for your help! Janet PowersDesired Settlement: I need a replacement part as soon as possible and cannot get a person to speak to, or return my call. I have called numerous times besides leaving my phone #'s.

Business

Response:

Mrs. Powers spoke to our customer service team on 6/21/2014.

Replacement parts (Control Box and Head Motor) were shipped out on 6/23/2014. UPS Tracking # 1Z43V0V[redacted]98.

Per UPS, parts are scheduled to arrive to the customers home Friday, 06/27/2014, By End of Day.

I spoke to Mrs. Powers and let her know that she can give us a call when she gets the parts and we would be happy to walk her through the installation process.

?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10100663, and find that this resolution is satisfactory to me.

Regards,

Review: I bought a King size Serta icomfort bed a little over 3 years ago. With it I bought the Serta Motion Perfect Adjustable Foundation. Several weeks ago the foundation stopped working. The head gets stuck in the upright position. I called the company that manufactures the bad and their first response was it is out of warranty (apparently at 3 years - of course). The company I bought the bed from is out of business. I told them to send a repair man and I would pay for it. The repair man has been here twice. He replaced a part. I paid for his time and for shipping and handling on the part and the bed is right now as I type this stuck in the upright position. I have tried flipping switches and plugging into different outlets and nothing works. This was a very expensive bed and base to only have it work for a little over 3 years. I have talked to the same woman on the phone when I have called. She had me crawling all under the bed trying to get me to fix it. She will not listen to what I tell her. I am so frustrated I dread every having to deal with her again. She wont let me talk to anyone else at the company so I am left with no choice but to make a complaint here. I don't want any other customer to experience the frustration I am having dealing with them.Desired Settlement: Fix the bed base.

Business

Response:

Additional parts are being shipped and a technician will be provided to do the replacement.Customer has been notified.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10790988, and find that this resolution is satisfactory to me for now. But they have said they fixed it before and they did not. I will have to see if the fix they put in this time really works as I have lost all trust in them at this point. By the time the parts get here and the tech installs them, it will probably be at least a week before I know if this fix really works.

Regards,

R[redacted]

Review: [redacted]I purchased a new Ergomotion adjustable base for my mattress which due to health reasons I need my feet elevated during sleep. The base is 100% under factory warranty and the foot motor has failed. I called to get a new motor and have been getting this "it will be at least two months before we can get the replacement electric motor to you" song and dance from the company. I have receipts and warranty documents showing this adjustable base is in full factory warranty.I told the company that two months "if at all" to get me a part is unacceptable. That they need to just send me a new adjustable frame and take this one back as I know for a fact that they are still selling this base in outlets but they refuse to replace the bed or send me a part to repair my bed. I asked them to pull a motor off of a bed in a ware house to send to me and then replace the motor on the warehouse bed when the parts becomes available and they refuse. They sold an expensive product with warranty and I want my bed fixed or replaced RIGHT NOW UNDER WARRANTY! Honor your warranty!Desired Settlement: Either get me the electric motor NOW or replace the adjustable base NOW!!!!!Honor your warranty or I will be speaking with my attorney. I have already patiently waited a month. I will not be waiting another month. Ergomotion confirmation #W####26 order placed on 1/19/2015

Business

Response:

Customer has full factory warranty. Due to the current port delays being experienced on the west coast due to the port labor strikes, there is a current backorder on parts. http://www.washingtonpost.com/politics/white-house-will-intervene-in-west-coast-...⇄ will ship customer a new motor today. The motor is brand new, not refurbished. Customer will be receiving the motor tomorrow.

Review: I ORDERED LEGS FOR MY ADJUSTABLE BEDS ( FROM [redacted]) HE QUOTED ME A PRICE OF$88.00 PLUS $15.00 SHIPPING TOTAL $103.00 WHEN MY CREDIT CARD GOT CHARGED THE FIRST PENDING CHARGE WAS $122.00 I CALLED TALKED TO A SUPERVISOR SHE TOLD ME THEY WOULD ISSUE ME A CREDIT...BUT INSTEAD THEY CHARGED ME ANOTHER $23.00 MAKING IT A TOTAL OF $145.00..I HAVE TRIED REPEATEDLY TO CONTACT SOMEONE TO RESOLVE THIS AND NO WITH ANY AUTHORITY WILL TALK TO ME NOR WILL THEY RETURN MY CALLSDesired Settlement: REFUND ME THE $42.00 THEY OVER CHARGED ME

Business

Response:

A credit to the customer's credit card has been issued for the amount of $42.00 through merchant services.

Attached is the credit memo document created as a result of the credit.

Customer can expect to see the credit reflect on his credit card within the next 3-5 business days, if not sooner.

Review: I purchase a mattress and a adjustable bed at conns it has been two months The adjustable bed is very noise the company stated that the bed is designed that way, I was not told when purchase from conns that the bed would make that kind of noise and that the bed was not made by serta . and the company was in business for (6) years and the owner lived in china and the product is made in china . I was not told that if anything would happen to the product that Serta would not be the one to service the products, The bed is a nightmare and the cost of this product was $9,000.00 . the bed when sleeping have my back hurting and it feel like it is separate as if it is a twin bed. I have a king side mattress that does not stay on the bed, SERTA is advertising that having a adjustable bed that can help with pressure points. snoring, circulation well this is not happening for me as a matter of fact my knee are worse now when I get up it is swollen and I am not able to sleep when I purchase this bed it was suppose to help me with my knee replacement , however my condition has worsen. I have called Conns, SERTA. and Ergomotion and they are placing the concern on each other and I have not yet have my issue taking care of. this concern are for all parties Serta (###-###-####) conns (###-###-####) and Ergo (###-###-####), I feel that as a customer I should have been told the truth about the company and the noise that the bed makes and the way that it is designed , these things were not told to me . If it were I would of never purchase this products. They stated that you are able to sleep on a mattress for 30 days and if not happy you can changed it well that is not as easy as it is stated. however the mattress that I have now is still a problem and I need them to work with me , I am not happy with this product and I would like to up grade my products, This is a very stressful situation.Desired Settlement: I have a adjust bed and I do not have the noise are the problems that this bed is given me I want this company to up-Grade products .$9000,00 Dollar is a large investment for a bed , I want to sleep at night.

Business

Response:

A technician has been assigned and replacement parts have been shipped to correct the issue.

Consumer

Response:

Review: 10938283

I am rejecting this response because: I rejecting the business response due to our conversation, I were told that the way the adjustable bed are made , are the reason I am experience the loud noise. The balls that are on the bed is what is causing the problem . I asked the manager what could they do to fix the problem he stated nothing at this time. I then explain to him if that information were given to me in the store , I would of not purchase this merchandise. This bed has a great deal of issue that need to be address and it should not be done at my expense. I also explain to him when in the store the customer are thinking that they are purchase a product with SERTA which have been around for 50 years. where as his company has been in business for six year are more. , I am very stress with this matter and would love to return this Item.

Regards,

Jacqueline Roberts

Business

Response:

According to the technician sent previously, there is nothing wrong with the product. The customer is comparing a current model manufactured by Ergomotion to a model with different features from a different manufacturer. This is an inaccurate comparison and we have explained the differences in the design to the customer. We are a manufacturer, we did not sell the product to the customer. Customer purchased the product from a retail store. All relevant product information was available to the customer through her retail store and also the product website. All measures have been taken to support the customer through the warranty.

Consumer

Response:

Review: 10938283

I am rejecting this response because:

Regards, I am at a awe, I talked to N[redacted], the store manager who stated that he would send a tech out to look at the bed , I truly believe that the company are aware of this problem but their intention is to continue blame me and not fix the problem at hand. I am not comparing adjustable bed with any other bed. I am stating the facts. I am not able to sleep at night due to the noise in the bed and the mattress sliding off the bed. there is a problem with the Ergo motion adjustable bed. the company has stated that the rolling balls are responsible for the noise, again I was not told by the sales person of all these issue in the store if I were inform of these concern I would not file a complaint with the Revdex.com are have called Serta and Conns with my concerns. I have purchase a adjustable bed that was suppose to help me rest I am in tears due to not have a good night rest. this is very stressful and it is not helping my present health condition . This is a nightmare I am sorry that this company came into my review mirror. I will stand on my complaint. Their is a problem with this BED.

J[redacted]

Review: In September of 2013, my wife and I purchased two adjustable twin (XL) beds from Ergomotion (20th anniversary gift). This particular bed came equipped with high-end wireless speaker system. In March of 2014, I contacted Ergomotion service for help. When speakers were off, we could hear heartbeat sound, uncomfortable to sleep with. Ergomotion shipped replacement speakers on 6/12/14, new power cord on 7/2/14 and in September of 2014 I was told that there is problem with the system design, Ergomotion found solution and in 30 days I will receive call to schedule appointment for the service tech. Today is more than 30 days and I have not heard from Ergomotion.Desired Settlement: I lost trust with Ergomotion intentions to resolve the issue. I'm contacting Revdex.com to help me gain traction with addressing my complain or offer some helpful advice. Please reference beds serial numbers: 90031TL01130702104, 90031TL01130702103.

Business

Response:

I spoke to Mr. [redacted] regarding the speaker system issue that he is experiencing.

We discussed that we are currently working on re-designing the speaker system to remove the feedback sound that he is hearing.

We hope to have a viable solution to this problem within the next 60 days.

As soon as we have a solution, Mr. [redacted] will receive a new set of speakers and a technician to install at no cost to him.

Mr. [redacted] has been very understanding of the issue and is committed to working with us to meet a mutual goal of satisfaction.

Mr. [redacted], please feel free to give me a call directly at ###-###-####. My name is Nick Patel, and I am the customer service manager.