Rem Sleep Solutions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[The original bed was purchased in july of 2014 it wasnt delivered until september of 2014. I started contacting rem about warranty issues in july of 2015 a replacement bed was not delivered until december of 2015 (again note the length of time, headache, no contact from rem in order to get the replacement bed which was sold as a no hassle warranty).  Notice how REM completely disregards simple facts for example why would VUME beds not be on there product line on there website, why wouldnt VUME beds be known by there sale staff, why didnt [redacted] tell me a bed was being made that was a new line other than REM called VUME. Which I would not have agreed to because that is not what I purchased. I agreed to a replacement mattress which was going to be firmer called the rem paradise model full california king. I also was told I would be given tracking information which never happened. As I believe this bed was most likely ordered from a different company, because the limited reviews I can find online rate it horribly.  It also came with the cover sheet torn on the bottom. Most likely from the packing job it came in where half the bed was exposed. This company disregards its customer complaints through research online you can find several cases like mine. [redacted] was annoyed that I was calling about the issue and thats when he said he was just going to refund me for the bed.  Which I had responded thats probably the best thing you can do as a company because you do not stand behind your warranties. I thin expressed that I no longer had the credit card that I purchased the bed on. This is when [redacted] started backing out of the refund and saying they would just send another bed made by rem. I said no I dont want that because I do not trust you or your product. Which then [redacted] hung up on me, I called my credit card company found the original card number called [redacted] back which he then again begged to be able to just send another bed and I said no because of the issues this has caused. He then agreed again to refund me the total cost I gave him the number, he asked one more time if he could send another bed I said no. He then said the accounting department would email me with an agreement to not post anything on social media or Revdex.com. Which I would have agreed to if [redacted] stood behind his original agreement. The accounting staff lacks even the knowledge to look into the paperwork because the replacement shipping was purchased on a visa. The original bed was purchased on american express. His accounting team emailed me saying we are refunding your shipping charges of 279 to your american express which is the card you used to make the purchase. Does that even make sense?  ]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would resolve my complaint IF IT IS VALID - PLEASE ASK FOR A TRACJUBG NUMBER + NAME AND CONTACT INFORMATION OF SHIPPING/DELIVERY COMPANY AS I HAVE NOT BEEN NOTIFIED OF ANY SUCH REPLACEMENT. it was suggested that I was offered and declined financial restitution.  The amount of money I spent was $9,000 on the two mattress sets.  The financial restitution offer was $45.00 - that is why it was rejected.  If it had been a reasonable offer, and being a reasonable person, I would have accepted.Not having any trust in this company, I require a tracking number and the name + contact information of the delivery company that the products are being shipped before accepting this offer.  I was promised the tracking number over 2 weeks ago and still have not been emailed one or  received one.  So I am not accepting this resolution.  I must have proof of a follow-up.Thank you for your assistance
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Again the business chooses not to answer any questions. Clearly showing no concern what so ever in there product. The bed has a lifetime warranty as they say, sending me a completely different mattress is not fulfilling a warranty concern.  Also as already stated why on earth would someone give up there warranty just for a shipping charge......the bed cost me 5500 dollars.  To anyone who unfortunately has to make a warranty claim with this business I suggest getting a lawyer first instead of giving them the benefit of the doubt in thinking that they would stand behind there products. If you take the time to research this company and get past there bogus google reviews most of which are written by there employees you will find several cases just like mine.  Luckily we live in a very social network driven world now where this doesn't just have to try and be dealt with through Revdex.com, because the consumer market needs to learn about this company. Which is why when I started to get a bad feeling about this warrantyd I have documented all pictures, all emails, all correspondence. Also when you go through my complaint in my last reply I gave the proper dates of this claim, instead of just rems response of this bed was purchased in 2014....with a lifetime warranty.   ]
Regards,
[redacted]

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

The customer has been given a refund in full with the finance company. Customer can contact them to ensure that the full purchase price has been refunded. Thank you.

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business stated they would send someone to our location to test the mattress.  They have not even bothered to call us to set up a time.  Also, we are unable to pick up a new mattress and we are not willing to pay the setup fee they would charge us.
Regards,
[redacted]

Our warranty states that the mattress will retain 90% resiliency over the lifetime of the mattress which is a one inch indentation on a ten inch mattress over time.











3/24/2016






Complaint

I bought a kingsize Remwave Adjustable Bed with a unlimited lifetime warrenty in 2008. I've had problems with this bed since 2014 Rem has sent many motors and the guys install them and still have the problem so they had to keep ordering motors and installing them. 2nd to the last installer said i...

think its the base, (Robert). Through this process this company does'nt return phone calls so I've had to show up in person, last time I took my son, [redacted] the owner made me a offer it was a downgrade not what I have. He never got back to me that day like he said. I called him, and he said I have'nt got to talk to [redacted] from Reverie they guarrenty the motors/base. and then never got back to me. since then I filed a complaint and was'nt satisfied with his responce he was'nt specific about if he's going to replace what I have. in the past he replaced a matrress that was not what I had,I bought a Martinique mattress complained to Rem talked to [redacted] she said she would get back to me but I never heard, I paid for a remote then found out it was under warrenty ,[redacted] said I didn't work here then, she was to look into it but never got responce. That' why I don't trust what I'm told from this company, they have to be pacific that they will replace exactly what I bought under this warrenty.







Desired Resolution

Replace what I bought, kingsize remwave Adjustable bed or better if that bed is not made anymore, with the unlimited lifetime warrenty.

Consumer Business Dialog

Customer purchased this product in year 2008. First the customer complained of warranty issues regarding the mattress. As a courtesy we changed the mattress out after 8 years, delivered the mattress at no expense to the customer. and waived the $299 delivery fee.  Customer was satisfied at this...

resolution. The customer now has an issue with the adjustable base which although is working fine, claims it is making a noise with the massage. The adjustable base is designed by another company REVERIE. Customer must contact REVERIE at 800-973-8374 for additional information concerning this complaint.  Thank you....

[redacted] originally purchased a split king adjustable and wished to change to a one piece mattress  due to a warranty concern on the original purchased model. We agreed to honor the warranty and he agreed to pay the replacement fees.  We sent out a replacement mattress which was our new...

2016 model as the model that he purchased in 2014 has been upgraded. He agreed to pay to charges associated with this replacement. He now has expressed concern that the mattress is not the exact style that he originally purchased. We offered a refund of the replacement model charges. Apparently there was a miscommunication that he felt he was getting a complete refund of the original sleep system that he purchased in 2014. At this time he has received the replacement mattress yet he is not satisfied with the resolution process on this warranty situation.

REM is the manufacturer of the mattress. The customer complained about the mattress sagging. As a courtesy we changed this out to the customer at no expense to the customer for a bed that they purchased in year 2008.  The customer has also issued a complaint for this purchase to Business Consumer Alliance and the Revdex.com. The manufacturer of the adjustable base has agreed that the adjustable bed is functioning up and down as it is intended to perform. The customer's concern is that the massage too loud. The bed is functioning correctly as it was intended to do. The massage is too loud for the customer. Again we are encouraging the customer to contact Reverie at 800 973 8374 if they are not satisfied with the massage feature on this. We have replaced the customer's mattress at no expense. Every option that we have presented to the customer has been rejected. We have offered to replace at cost both bases and more.

The customer would need to work directly with [redacted] regarding any credit issues. They will not speak with us regarding any personal credit, consumer must talk directly to them . We do not have any control credit reporting.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I will not accept the response until information hurting my credit has been removed from all 3 credit bureaus.  As to day they are still being reported as 60 days delinquent. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Vu Me is not a new bed by rem sleep when I spoke to the store the employee didnt even know what vume was, [redacted] told me a rem paradise was being warranted, vume isnt even on there website as a bed they sell. [redacted] wouldnt have suggested as a way to not have to fulfill my warranty which they stand behind as just returning my shipping charges no one would ever agree to that.]
Regards,
[redacted]

We will be setting up a time with the customer to send someone out to test the mattress. Per the warranty there must be a 1" indentation or greater for a replacement...simple softening is not part of a warranty item.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The company was supposed to contact us, not the other way around.  Please have them call [redacted].  That is what we agreed to.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We accepted the offer from REM Sleep Solutions to have them send someone out to examine the mattress.  This was on September 28.  As of today they still have not contacted us.  Previously, before contacting the Revdex.com, we tried numerous times to have someone from REM return our call regarding our complaints about the mattress.  They have never contacted us.  At this point we just want a replacement mattress or a refund of our money.  They don't seem to take our complaint seriously.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
March 10,  2016The Revdex.comMs. [redacted]Re:  ID [redacted] dated 3/9/2016Dear Ms. [redacted],Thank you for sending us the message from REM.  After reading it carefully, it’s important to point out the following inaccuracies.The REM e-mail reflects a policy of exaggeration and lack of truth.  Starting with the initial line, “ We called the customer multiple times today and her phone continues to go to voicemail.” When I called to complain about the bed, the REM representative, a Mr [redacted], responded with a barrage of arguments.  Since he would not listen to me, I hung up the phone and let his next call go to voice mail.  He left ONE message that I have saved in my phone.I think it’s important to point out that my husband and I are both 74 years old.  He’s a retired firefighter who suffered many physical injuries at work.  I’m a retired professor and also have a long list of ailments.  We both sleep in separate bedrooms due to our physical problems.  It was precisely the need to find a better mattress to help me sleep that caused our unfortunate visit to the REM showroom at the Pacific Mall in Ventura.  We were shown a bed that was soft and had features that could have helped my ailing body.  Trustingly, I charged half of the payment to my Discover card, thinking that my health came first and it justified the extravagant fee of $3,000 for a mattress.  Then, as time went by, and there were no news from REM, I called first the Ventura number without success.  We went to the mall and discovered they were gone.  I attempted to e-mail REM using the email furnished in their website, the emails were rejected.  At that point we were seriously worried since several calls to their main office went unanswered.  The pattern was: when the phone was finally answered, there was a rough “hello” followed by the person hanging up.  This went on for several times.  We were increasingly worried. Finally, On Wednesday 3/1  we talked to the owner/representative, a Mr. [redacted], who insisted that we had to pay the balance of $1,500 BEFORE delivering the bed.  I said it was impossible for me to do so without first seeing the bed.  That we were worried  about REM, since their showroom was gone, e-mails were reject, phone calls not answered.  That I would charge the balance to my credit card when the bed was delivered.  That it was common practice to pay for orders upon delivery.When the bed came on Tuesday March 8 my husband and I were dismayed to see that it resembled and FELT like a  block of cement.  I tried to lie down on it and became dizzy and almost fainted.  That same night ( March 8), my husband attempted to sleep in the bed.  After 45 minutes he got up, unable to endure the hardness of the uncomfortable bed.   We spent the night sitting down in the living room.Thus, the accusation that we did not sleep on the bed is inaccurate.  I tried to lie down on it, became faint and panicky and my husband could not endure more than 45 minutes on it.As to REM’s offer to REDO the bed we just cannot trust a company that will not come up with a bed we can live with.  The cost of $3,000 is excessive for two retired people on a pension.  We just cannot gamble with a product that we feel it’s not for us.  We have lost trust.So that I could have a bed to sleep on, last night, we paid $200 to three men who work in construction.  They carefully dismantled the REM bed, we made room for it in the garage and covered it with bedsheets and towels having put together absolutely everything that came with it.  It’s ready to be picked up.  REM must come and retrieve it.  And we expect a refund of the $1,500. We’re profoundly sorry about taking your time, Ms. [redacted].  I hope you’ll understand that it is not in our nature to cause damage to others.  My husband served in the fire department for over 30 years and I was a well-known educator for 30.  We have no intention nor desire to hurt a business but we feel that we were shown one product, given another and cannot accept a replacement that may be just as bad. Our lives have been disturbed; precious rest that we need badly has been lost, our money is tied up in something we cannot use.  Kindly help us get REM to do the right thing.Thank you.[redacted]
Regards,
[redacted]

Today we left a message with tracking on who to contact for tracking information. We recently changed foam suppliers and this order has been on backorder with them, today I met w/ management to finally get this order shipped. Customer has been contacted.Please call me directly at [redacted] if we...

can offer any additional information. Thank you, [redacted]

Dear Revdex.com:I received this email address from my call to the Revdex.com re: complaint #[redacted] to re-open the complaint.REM Solutions responded to my complaint by saying [redacted], VP of REM, would reach out to me to resolve the issue.  I returned his call this past Friday, November 6th and asked him to return my call.  It is now Tuesday, November 10th and I have not received a call back from the company.  As of today's date, I have not received resolution to this issue nor a return call to my call on Friday, November 6th.As such, I request that this complaint be re-opened as it has not been resolved.Can you please confirm receipt of the email and that the complaint will be re-opened.Best regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We need a written apology from REM for causing us excessive stress and hardship over the contract by not honoring the the origination terms of the contract.  Also an apology for turning over the contract to a finance company at terms that were not agreed to then attempting to negotiate new terms more favorable to them. REM caused us excessive stress and over $300 in legal fees before they would agree that there was an issue.  
Regards,
[redacted]