Innomax Corporation

Initial Business Response / [redacted] (1000, 6, 2015/09/03) */ Our District Manager has finally made contact with Ms [redacted] after several attemptsShe has agreed to return to the showroom to look at options that exist to resolve her complaintShe said she will discuss it with her husband and call back to set an appointmentI will respond here again once she has contacted us to arrange the visit Complaint Response Date bumped because: Holiday

Revdex.com: Innomax has sent a third bed pump to me and I find that this one is working properlyIt is okay to close my case Sincerely, [redacted]

A replacement Adjust-A-Rest pump was shipped to Ms. [redacted] on 3/1/17 and was delivered to her on 3/3/17 via [redacted] # [redacted] . A prepaid shipping label was also included to facilitate the return of the defective inflator. We will contact Ms. [redacted] to ensure it is working properly.

We contacted Ms*** via email to extend our offer to assist her in this situationWe were able to identify from her photos that she has a Queen size Free Flow mattressThe suggested retail price for this product is $plus shipping chargesAs a manufacturer's accommodation, we were authorized to ship a new mattress to her for a shipping and handling fee of only $Ms*** declined our offer.We will honor the offer to resolve Ms*** situation, should she change her mindUnless we hear from her again, we will consider this matter closed at this time

Complaint: [redacted]
I am rejecting this response because:Here is the response  sent the company in regards to their email to me: I have now read your response to Revdex.com and again another lie. I DID identify to you where the purchase took place. I have the credit card receipt showing the purchase from [redacted] unfortunately it does not show what was purchased. I thought submitting the warranty card to a business when I made a purchase took care of having future "proof" of my purchase.  I am sorry that I am slow to answer I work 6 days a week. Often 14 hour days. Communicating with you is not top priority. I have tried to find the model number on my mattress. Not my fault it is not well labeled.  I appreciate your offer to try to appease me but not covering the warranty was not and still isn't my complaint to Revdex.com. I submitted an online warranty claim form and received a confirmation email of your receipt. I know that is an automated response, but in some shape and form it was received on your end. Now you say you did not even receive the fax warranty request. So number 1 you lied about trying to call me on Nov 3. The date that you gave me. I stand by not receiving that phone call or message from you. If that indeed was made and I did not return the call wouldn't good customer service dictate that you try again? Again, I will state that my Revdex.com complaint was not and is not you not honoring the warranty it is on the bad customer service.
Sincerely,
[redacted]

We have been working on behalf of the [redacted] to resolve their issue. As of May 14, 2016 we had replaced their mattress. On May 16, [redacted] indicated that he was extremely satisfied with our assistance and that he hadn't slept that well in a long time. We consider this issue to have been...

resolved to the satisfaction of the [redacted].

A replacement Adjust-A-Rest pump was shipped to Ms. [redacted] on 3/1/17 and was delivered to her on 3/3/17 via [redacted]. A prepaid shipping label was also included to facilitate the return of the defective inflator. We will contact Ms. [redacted] to ensure it is working properly.

Revdex.com:
Innomax has sent a third bed pump to me and I find that this one is working properly. It is okay to close my case. 
Sincerely,
[redacted]

We have been in contact with Ms. [redacted] and have offered to assist her. She has been unable to provide us with proof of purchase. She has also told us that the problem with her water mattress is not a seam leak, but rather a puncture to the vinyl. It was explained that punctures are not...

manufacturing defects and therefore are not covered under the terms of the warranty. We did offer to try to resolve this issue for her by means of a manufacturer's accommodation if we can get a concession approved, but we would need more information. To date, she has not been able to even identify what product she purchased or from whom. The communications with Ms. [redacted] have been very slow and return calls come many days after the request for information to assist her. We have started an email thread to hopefully speed a resolution for her. A request for her to send photos of the label may lead to some closure.I don't how we can fix a problem for an unknown product. We are certainly willing to try, however we need help to help. [redacted]InnoMax Corporation

Initial Business Response /* (1000, 6, 2015/09/03) */
Our District Manager has finally made contact with Ms. [redacted] after several attempts. She has agreed to return to the showroom to look at options that exist to resolve her complaint. She said she will discuss it with her husband and call back...

to set an appointment. I will respond here again once she has contacted us to arrange the visit.
Complaint Response Date bumped because: Holiday