I.D.T Marketing

Review: In September 2011, I ordered an alternating pressure mattress system with pump from this company for my 86-year-old mother (now 88) who at the time weighed less than 80 pounds. She and my father live in [redacted]. We received the mattress in October 2011. Within a matter of weeks, we began to have problems with the alarm going off. At first it happened only occasionally, and we remedied the problem by increasing the weight setting on the pump. I spoke several times over the next nine months with the salesman and he kept assuring us that the problem was probably not the pump but was the mattress, that there was an air leak in one of the coils. He provided detailed instructions on how to reboot the pump, check the plastic elbow connectors, and coils. We repeatedly checked and could find absolutely nothing wrong with the mattress. Finally, on August 21, 2012, when the alarm was now going off every 10-15 minutes and the pump was at the highest setting (for a person up to 180 kg and my mother was still less than 100 pounds!), we arranged with the salesman to have a new pump mailed out. The agreement was that he would charge $550 on my fathers credit card, then we would send the original pump back to them and they would check it out to see what the problem was. Then when they received the pump and did the diagnostic on it, the money would be refunded. I received an email confirmation on August 24, 2012 that the new [redacted] pump had been sent. The order number was [redacted]. We received the new pump which worked perfectly so we sent the original pump back. I sent the salesman an email on September 9, saying that the original pump was mailed back the week before, and asked him to confirm receipt of the pump and to credit my fathers credit card for the $550. [redacted] did not respond to the email nor did he credit my fathers credit card. When I returned to [redacted] and discovered that the refund had not been mailed I called again. I finally was able to talk to the salesman on October 22, 2012. He said that the problem with the original pump was just a fuse, that we had probably had a power surge that had caused the fuse to blow, and that this was not covered under the warranty. After some discussion he said that he would return the pump to us and, if we returned the replacement pump, he would issue the refund. I returned to [redacted] (from my home in [redacted]) in November and, on November 20, 2012, I left a message for the salesman indicating that we still had not received the pump he said he was sending a month ago; he did not return my call (seems to be his modus operandi). Finally on December 11, 2012, I received an email from the salesman saying that they had located the missing pump and they were sending it. They gave a tracking number. I replied the same day saying thanks. I returned to [redacted] for Christmas only to discover that the pump had still not been received. I used the tracking number on the email to locate the pump. It had been delivered to [redacted] and left on a porch. I sent the salesman an email telling him this and he did not reply. On January 28, 2013, I was back in [redacted] and called the salesman. He said he would have his accounting department cut a refund check for the pump because he could now file a claim with the shipper. He told me that the woman in accounting told him they could not issue a credit card refund because so much time had passed. (I didnt quite understand this, but we would take any form of refund at this point.) He said the woman would be calling us to give us a check number and a tracking number. On February 4, 2013, at 11:00 AM I called the salesman because I had not heard back from anyone in their accounting department the week before. He said he would check right into it, he was in the office all day today, and he would call me back. By 4 PM he had not called back so I called him. He said he was planning to email me and he gave me the [redacted] tracking number. He said it was going out today. He promised to send me a confirmation email showing the tracking number.On February 5 and again on February 6, I put in the tracking number from the salesman to Federal Express and there was no record of that number. Also, he never emailed the tracking number to me, despite his promise. At this point, having been more patient with his excuses than I should have been, I determined that this was a bogus number and he had no intention of sending out the check. I sent him this email: Regarding our phone conversations on Monday, February 4 and the fake tracking number you gave me, and all the lies and stalling you've done over the past months, it's apparent that I am going to have to take different action to get justice done. My father has paid for two pumps and he is in possession of only one. You should either refund the price of one of the pumps or return the pump to him. You clearly do not intend to do either. You don't answer emails, don't call back when you say you will call, you give us the run around, and you are taking advantage of the elderly. My father is 90 years old, my bedridden mother is 88, and they don't need this headache. Your actions, or perhaps I should say your inactions, are despicable. This time I did get a response from him: I am going to put you in touch with the owner of our company . I have submitted the request and that tracking number was provided to me and a check was cut. I have tried to help by allowing the refund if the pump. It was not my fault the pump was lost via ups. He gave me the name of the owner, his email address and phone number. I emailed the owner on Feb. 10 and he responded Feb. 12, saying a check would be cut on the next business day and asking for a mailing address. I emailed the address to him that day. As of today, February 27, 2013, my father has not received a check from this company.Desired Settlement: My father has paid for two pumps, but the original pump was never mailed back to him after the fuse was replaced. This company should either send a second pump to my father or refund the $550 he paid for the second pump. We would prefer the refund, because that is what we had been promised.

Consumer

Response:

My father's name and address, as you requested:

Review: In 2010 I purchased medical air mattress from this company & in 2012 I had a problem with it but was told it was out of warranty so I purchased another one on 6/28/12. In Sept/Oct of 2012 I was having problems with it (loss of air, bottoming out) and was sent some cells to correct the problem. This has not corrected the problem. I have spoken with a gentleman by the name of [redacted] cell) on numeous occasions and on 2/18/13 he agreed to send me a new mattress with my returning the defective one in the same box. I last spoke with [redacted] on 2/22/13 and he told me mattress was shipped from [redacted] and I should receive it the following day. Obviously I never received the mattress and he has refused my telephone calls (both to his cell phone & to [redacted]). This is a warranty issue and I do not understand why the company will not honor the mattress warranty. This problem has been ongoing since Sept/Oct 2012.Desired Settlement: I want a NEW Group II Alternating Pressure/low air loss mattress system.