Base was re-inspected and found to be working as expected loose cord was found and re-connected All other electronic parts on the base have been replaced previously No abnormalities in function were found
Hi Dee - I understand that we have been in full communication with youThis is part of our role as we took in on when we became the new manufacturer.We are not a warranty company, we are a warranty dept within a manufacturing companyWe stand behind out product and if your previous product was replaced with one of ours then we would be happy to start the process of a warranty claimIt was out understanding the product was refusedif this is not the case we can give you a call and determine what the problem with your base is and have it taken care of promptlyWe will reach out to you Thank you,
Customer indicated to us that in the middle of the night, the massage motors on her base are operating while it is not plugged into a wall outlet for power We informed her that it is not possible for the base to operate without power service visits were made by a technician and replaced all of the electronic components on her base Customer indicates that the base continues to operate without power while she is sleeping We again informed her that without power, it is not possible for the base to operate, similar to any other appliance If it is not plugged in, it will not operate Customer also indicated that when she sleeps on her husband's side of the base, she also feels the same thing, however, when asked, her husband did not report such issueCustomer has been referred back to the retailer
Complaint: I am rejecting this response because:December 1, 2017, we Initially contacted Ergomotion about my adjustable base problemI have numerous emails from Ergomotion Customer Service, Cecilia Uribe and phone calls with Customer Service Manager, Claudia Perales guaranteeing the base replacementSince then, 2nd base was delivered but to find out it had a malfunction which is still at my home and no one has come to pick upBut Now I am being told it's not in Ergromtion jurisdiction to assist me any further Today, im learning another company has to intervene on matterI have a registered 5yr warranty with Ergromotion CompanyCome pick up the base and I want my money back if you cannot honor me my productRevdex.com please help me to overcome matter, they are holding up to their warranty company agreement standards Regards, D [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12566362, and find that this resolution is satisfactory to me.I will get name of mfg business and start over Thank you Regards, S [redacted]
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, [redacted]
Complaint:
I am rejecting this response because: The problem is not resolve because why did we received a "supposely" new adjustable base delivered on Feb 4th, that never got used because it too had a malfunction baseNow, Ergromotion has sent parts to fix it by a technician. The problem is nuisance that Ergomotion has given refurbished or used products that needs continuously replacing the base. We do not trust your dangerous product, request Ergomotion to pick up their defective item and give us our money back due to a fraudulently purchase. Regards,D** ***
Customer indicated to us that in the middle of the night, the massage motors on her base are operating while it is not plugged into a wall outlet for power. We informed her that it is not possible for the base to operate without power. service visits were made by a
technician and replaced all of the electronic components on her base. Customer indicates that the base continues to operate without power while she is sleeping. We again informed her that without power, it is not possible for the base to operate, similar to any other appliance. If it is not plugged in, it will not operate. Customer also indicated that when she sleeps on her husband's side of the base, she also feels the same thing, however, when asked, her husband did not report such issueCustomer has been referred back to the retailer
Complaint:
I am rejecting this response because:
I have repeated told you that the bed vibrates when it is plugged inThe 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 onlyI have asked you to have someone come over and lay on the bed to feel what I feel when the bed is plugged inI have gotten no response
Regards,
*** ***
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 nowBut
they have said they fixed it before and they did notI will have to see if the fix they put in this time really works as I have lost all trust in them at this pointBy 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*** ***
Complaint:
I am rejecting this response because:
Regards, I am at a awe, I talked to N***, 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 bedI am stating the factsI am not able to sleep at night due to the noise in the bed and the mattress sliding off the bedthere is a problem with the Ergo motion adjustable bedthe 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 restthis 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*** ***
The base the customer originally purchased is not a base manufactured by ErgomotionWe manufacture current and future product for the company and run the customer call center on product including past productWe have relayed all information to company and believe they have authorized a
replacement
Base was re-inspected and found to be working as expected. loose cord was found and re-connected. All other electronic parts on the base have been replaced previously. No abnormalities in function were found
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:December 1, 2017, we Initially contacted Ergomotion about my adjustable base problemI have numerous emails from Ergomotion Customer Service, Cecilia Uribe and phone calls with Customer Service Manager, Claudia Perales guaranteeing the base replacementSince then, 2nd base was delivered but to find out it had a malfunction which is still at my home and no one has come to pick upBut Now I am being told it's not in Ergromtion jurisdiction to assist me any further. Today, im learning another company has to intervene on matterI have a registered 5yr warranty with Ergromotion CompanyCome pick up the base and I want my money back if you cannot honor me my product. Revdex.com please help me to overcome matter, they are holding up to their warranty company agreement standards
Regards,
D** ***
Ergomotion is not the manufacturer of the customer's mattress. Ergomotion is only the manufacturer of the adjustable bases. If there is an issue with the mattress sagging or any specific issues with the mattress, customer will need to contact the mattress manufacturer for warranty
service
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
Hi Dee - I understand that we have been in full communication with youThis is part of our role as we took in on when we became the new manufacturer.We are not a warranty company, we are a warranty dept within a manufacturing companyWe stand behind out product and if your previous product was replaced with one of ours then we would be happy to start the process of a warranty claimIt was out understanding the product was refusedif this is not the case we can give you a call and determine what the problem with your base is and have it taken care of promptlyWe will reach out to you. Thank you,
I spoke to MrM*** today. He has agreed to let us ship him a replacement component. He has also agreed to do one more round of troubleshooting with the new component. Component will be shipped via UPS Overnight and he will be contacted after 6PM tomorrow by a senior tech
support specialist
Base was re-inspected and found to be working as expected loose cord was found and re-connected All other electronic parts on the base have been replaced previously No abnormalities in function were found
Hi Dee - I understand that we have been in full communication with youThis is part of our role as we took in on when we became the new manufacturer.We are not a warranty company, we are a warranty dept within a manufacturing companyWe stand behind out product and if your previous product was replaced with one of ours then we would be happy to start the process of a warranty claimIt was out understanding the product was refusedif this is not the case we can give you a call and determine what the problem with your base is and have it taken care of promptlyWe will reach out to you Thank you,
Customer indicated to us that in the middle of the night, the massage motors on her base are operating while it is not plugged into a wall outlet for power We informed her that it is not possible for the base to operate without power service visits were made by a technician and replaced all of the electronic components on her base Customer indicates that the base continues to operate without power while she is sleeping We again informed her that without power, it is not possible for the base to operate, similar to any other appliance If it is not plugged in, it will not operate Customer also indicated that when she sleeps on her husband's side of the base, she also feels the same thing, however, when asked, her husband did not report such issueCustomer has been referred back to the retailer
Complaint: I am rejecting this response because:December 1, 2017, we Initially contacted Ergomotion about my adjustable base problemI have numerous emails from Ergomotion Customer Service, Cecilia Uribe and phone calls with Customer Service Manager, Claudia Perales guaranteeing the base replacementSince then, 2nd base was delivered but to find out it had a malfunction which is still at my home and no one has come to pick upBut Now I am being told it's not in Ergromtion jurisdiction to assist me any further Today, im learning another company has to intervene on matterI have a registered 5yr warranty with Ergromotion CompanyCome pick up the base and I want my money back if you cannot honor me my productRevdex.com please help me to overcome matter, they are holding up to their warranty company agreement standards Regards, D [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12566362, and find that this resolution is satisfactory to me.I will get name of mfg business and start over Thank you Regards, S [redacted]
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, [redacted]
Complaint:
I am rejecting this response because: The problem is not resolve because why did we received a "supposely" new adjustable base delivered on Feb 4th, that never got used because it too had a malfunction baseNow, Ergromotion has sent parts to fix it by a technician. The problem is nuisance that Ergomotion has given refurbished or used products that needs continuously replacing the base. We do not trust your dangerous product, request Ergomotion to pick up their defective item and give us our money back due to a fraudulently purchase. Regards,D** ***
Customer indicated to us that in the middle of the night, the massage motors on her base are operating while it is not plugged into a wall outlet for power. We informed her that it is not possible for the base to operate without power. service visits were made by a
technician and replaced all of the electronic components on her base. Customer indicates that the base continues to operate without power while she is sleeping. We again informed her that without power, it is not possible for the base to operate, similar to any other appliance. If it is not plugged in, it will not operate. Customer also indicated that when she sleeps on her husband's side of the base, she also feels the same thing, however, when asked, her husband did not report such issueCustomer has been referred back to the retailer
Complaint:
I am rejecting this response because:
I have repeated told you that the bed vibrates when it is plugged inThe 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 onlyI have asked you to have someone come over and lay on the bed to feel what I feel when the bed is plugged inI have gotten no response
Regards,
*** ***
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 nowBut
they have said they fixed it before and they did notI will have to see if the fix they put in this time really works as I have lost all trust in them at this pointBy 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*** ***
Complaint:
I am rejecting this response because:
Regards, I am at a awe, I talked to N***, 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 bedI am stating the factsI am not able to sleep at night due to the noise in the bed and the mattress sliding off the bedthere is a problem with the Ergo motion adjustable bedthe 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 restthis 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*** ***
The base the customer originally purchased is not a base manufactured by ErgomotionWe manufacture current and future product for the company and run the customer call center on product including past productWe have relayed all information to company and believe they have authorized a
replacement
Base was re-inspected and found to be working as expected. loose cord was found and re-connected. All other electronic parts on the base have been replaced previously. No abnormalities in function were found
Additional parts are being shipped and a technician will be provided to do the replacement.Customer has been notified
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:December 1, 2017, we Initially contacted Ergomotion about my adjustable base problemI have numerous emails from Ergomotion Customer Service, Cecilia Uribe and phone calls with Customer Service Manager, Claudia Perales guaranteeing the base replacementSince then, 2nd base was delivered but to find out it had a malfunction which is still at my home and no one has come to pick upBut Now I am being told it's not in Ergromtion jurisdiction to assist me any further. Today, im learning another company has to intervene on matterI have a registered 5yr warranty with Ergromotion CompanyCome pick up the base and I want my money back if you cannot honor me my product. Revdex.com please help me to overcome matter, they are holding up to their warranty company agreement standards
Regards,
D** ***
Ergomotion is not the manufacturer of the customer's mattress. Ergomotion is only the manufacturer of the adjustable bases. If there is an issue with the mattress sagging or any specific issues with the mattress, customer will need to contact the mattress manufacturer for warranty
service
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
Hi Dee - I understand that we have been in full communication with youThis is part of our role as we took in on when we became the new manufacturer.We are not a warranty company, we are a warranty dept within a manufacturing companyWe stand behind out product and if your previous product was replaced with one of ours then we would be happy to start the process of a warranty claimIt was out understanding the product was refusedif this is not the case we can give you a call and determine what the problem with your base is and have it taken care of promptlyWe will reach out to you. Thank you,
I spoke to MrM*** today. He has agreed to let us ship him a replacement component. He has also agreed to do one more round of troubleshooting with the new component. Component will be shipped via UPS Overnight and he will be contacted after 6PM tomorrow by a senior tech
support specialist