Medical Air Mattress

From: ***@***.net Date: Fri, Dec 11, at 3:PMSubject: Complaint #***To: [email protected] was asked if I received the prper valves noted in the complaint.After months I finally did.There is nowhere on the page at your site to reply to the question, so I am replying here.Please pass this along to*** ***You may close the complaint now.Thank you

March 2016The customer *** *** contacted us on 11/12/She complained of chronic arthritis and was worried about bed sores and pressure ulcersAfter spending time with her on the phone she decided on a true low air loss mattressThe product was shipped and received by the customerWe
gave her our toll free # including hour on call supportShe contacted our office the weekend of thanksgiving complaining about her painOur tech Robert helped her try to adjust the mattress but *** was unwilling to use the productAccording to our company policy any medical mattress used for bed sores cannot be returned due to health regulationsThis policy is to protect our customers from staff infections and various skin diseases.Our tech contacted *** many times over thanksgiving and tried his best to help herHe contacted the manufacturer and they agreed to let her try another product to make her happy.We agreed to make an exception and take the true low air loss mattress backIt still sits in our warehouse and cannot be sold to another customerIt is currently being used as a demoWe contacted *** and offered to ship the "self adjusting mattress system"This is a product that is also used for pressure relief and bedsore healingThe customer still complained about this product and after speaking to multiple people manufacturing company it was determined that the customers medical condition was so severe that there was not a hospital related medical product that they could recommend to help herIt was recommended that she needed to contact the hospital for additional treatmentDuring this time frame we shipped additional padding, we took many calls from the Customer as she complained and we did everything we could to helpAfter shipping the 2nd layer of foam topping we thought this satisfied the customers needs.We did not hear anything from them until we received this complaintWe then contacted the customer againThe product was still in their possession and had been usedWe spoke to ** *** and agreed that if he returned the product to us we would make another exception and issue a credit for the item (minus a restock fee and shipping charges.) The product was received and the credit was issued on March 2016.At this time the Credit has been issued back to his credit card and We have closed the file on our end.SincerelySarah T

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Robert, the technician from Medical Air Mattress Company personally contacted me on Feb29th, after he was notified of my complaint to the Revdex.com., and we discussed the situation over the phoneHe assured me that he would credit me the amount of $1,dollars back onto my credit card if I sent the mattress back within days of our conversationHe told me he would credit my card $1,800 if I would pay the shipping and handling cost to send the mattress backI did send the mattress back the following day on March 1stThe cost of shipping and handling to me was $The mattress arrived at the Medical Air Mattress company on March 2ndI took pictures of the mattress before sending it out to show that the mattress was just as I had received it - without flawI received a follow up email from Revdex.com on March 15th from Medical Air Mattress stating that they had received the mattress and that they credited my credit card on March 4th, 2016. I called my credit card company, *** ***, on March 17th to see if the $1,was credited to me as Robert said it would beMy account was NOT credited as Medical Air Mattress said it wasI talked to a girl named Jessica, from *** ***, and explained the situation to herShe put me on hold while she called Medical Air Mattress herselfShe was able to contact them at Medical Air Mattress and they told her that they would credit my card back in the amount of $1,dollars the next day on March 18th($1,being the lesser amount of $1,800.00, I suppose, because of restocking and shipping fees, even though I paid the shipping and was assured by Robert that I would get an $1,credit). Jessica, from *** ***, told me that if the $1,wasn't credited to my card by Friday, March 18th to call her back on Monday, March 21stMy credit card was NOT credited on March 18thI called Jessica on March the 21st and my card was still NOT credited This has been nothing but promise after promise and lie after lieToday is March 24th and my credit card HAS NOT been credited as Medical Air Mattress has statedThey not only lied to me, but they lied to the credit card company, as well as the Revdex.comSo now I spent $262.00 to ship the mattress back, on top of the $2,originally spent, and have nothing to show for it!
Regards,
*** ***

I had a wonderful experience with this companyOrdered an alternating pressure mattress for my motherReceived in days as promisedRobert was extremely helpful in assisting me in my choiceThe mattress has been successful in helping heal my mothers bedsore

I will never do business with this company again. I purchased an air mattress for 2,150 dollars and was not happy with the mattress, it was very uncomfortable. I am a 24/7 bed bound person. When I called to complain about the mattress I was told I could send it back and they would special make me another one for a few hundred dollars less, and that they would put the difference back on my credit card. I asked them to send me an invoice and they said they would and never did. I was told I could try the second mattress and when I received it, it also was very uncomfortable. When I called to tell them, they told me they couldn't take it back because I had been on it several days. Well, why did they take the 1st one back when I had been on it 2 weeks, but wouldnt' take the 2nd one back? I was told they would send me a special cushion to sit beneath me on the bed, but never received that either. So here I am, out a couple thousand dollars with a miserable mattress, and no invoice to show for any of it. Very, very poor service and uncomfortable mattresses. They pretty much lied to me through the whole process.

NOV 13 2015Dear [redacted],I am the new customer service manager for the medical mattress company. We are a medical manufacturing group for products related to bed sores and pressure ulcers. In many cases these products cannot be returned for sanitary and insurance purposes. This policy was set...

forth from our insurance company to prevent the spread of staff infections and disease.I have enclosed the emails from [redacted] including the resolution. [redacted] had ordered an alternating pressure mattress (a product used for bed sores) He claimed the original order was not received, a tracking number was provided showing the product was delivered. During this time period our sales person (Robert C[redacted]) shipped another mattress that was also delivered. [redacted] called and stated he lived in a new Construction home and the mattress was found. He believed it was delivered and or received by a neighbor.A few days later [redacted] called and said he had problems with the mattress holding air. Robert asked him to test the connections and it was discovered the cells has disconnected. Robert instructed [redacted] on how to troubleshoot this problem. The recommended solution was to place the mattress in a static mode. This static mode is a feature on the mattress that assists the patient with transfer as they enter and exit the mattress. [redacted] thought the mattress was defective and claimed there was a problem with the connectors or cells. He requested 2 cells that we in fact delivered to his address. [redacted] claimed multiple emails were sent and calls were not returned. I have included the emails that show responses to [redacted]. After researching we believe the mattress was not defective but the static feature was not being used for the transfer.All of our products are brand new and sent through quality control before the product ships. We have sent an additional 2 cells via [redacted] per [redacted]'s request. [redacted] #[redacted] value $75.00 eaI apologize [redacted] felt ignored. I spoke to Robert and he indicated he spoke to [redacted] many times on the phone with customer service, upgrades to shipping and additional parts to address any issues. Per our warranty if any products are defective they will be replaced and or repaired. The product normally needs to be returned in order to address any warranty issues. We have so far sent replacement mattresses and or cells and parts. We hope that this satisfied and closes this issue.Sincerely,Sarah T.Director of Customer Care

From: [redacted]@[redacted].net <[redacted]@[redacted].net>Date: Fri, Dec 11, 2015 at 3:18 PMSubject: Complaint #[redacted]To: [email protected]
I was asked if I received the prper valves noted in the complaint.
After 4 months I finally did.
There is nowhere on the page at your site to reply to the question, so I am replying here.
Please pass this along to[redacted]
You may close the complaint now.
Thank you

NOV 13 2015
Dear [redacted],
I am the new customer service manager for the medical mattress company. We are a medical manufacturing group for products related to bed sores and pressure ulcers. In many cases these products cannot be returned for sanitary and insurance purposes....

This policy was set forth from our insurance company to prevent the spread of staff infections and disease.I have enclosed the emails from [redacted] including the resolution. [redacted] had ordered an alternating pressure mattress (a product used for bed sores) He claimed the original order was not received, a tracking number was provided showing the product was delivered. During this time period our sales person (Robert C[redacted]) shipped another mattress that was also delivered. [redacted] called and stated he lived in a new Construction home and the mattress was found. He believed it was delivered and or received by a neighbor.
A few days later [redacted] called and said he had problems with the mattress holding air. Robert asked him to test the connections and it was discovered the cells has disconnected. Robert instructed [redacted] on how to troubleshoot this problem. The recommended solution was to place the mattress in a static mode. This static mode is a feature on the mattress that assists the patient with transfer as they enter and exit the mattress. [redacted] thought the mattress was defective and claimed there was a problem with the connectors or cells. He requested 2 cells that we in fact delivered to his address. [redacted] claimed multiple emails were sent and calls were not returned. I have included the emails that show responses to [redacted]. After researching we believe the mattress was not defective but the static feature was not being used for the transfer.
All of our products are brand new and sent through quality control before the product ships. We have sent an additional 2 cells via [redacted] per [redacted]'s request. [redacted] #[redacted] value $75.00 ea
I apologize [redacted] felt ignored. I spoke to Robert and he indicated he spoke to [redacted] many times on the phone with customer service, upgrades to shipping and additional parts to address any issues. Per our warranty if any products are defective they will be replaced and or repaired. The product normally needs to be returned in order to address any warranty issues. We have so far sent replacement mattresses and or cells and parts. We hope that this satisfied and closes this issue.
Sincerely,
Sarah T.
Director of Customer Care