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.
To [redacted] MaddixI decline the offer        Because                                        Offering the Two bases is a step in the right direction. when you say two bases and more, what does that mean and when you mentioned cost. Under my UNLIMITED LIFETIME WARRANTY and MAINTENANCE FREE  I shouldn't have to pay for manufacture problems. When you respond I need to here in specific language. I'm needing to know if I'm getting a nice working bed like I bought. and the specifics.     Since 11/07/2014 you've attempted to fix the problem and I have attempted to fix the problem by letting your crew come into my home many times. but it didn't fix the problem. I need to have a nice working bed in my home by February 15 ,2016 or I want my money back, including my $1500.00 Trade-in ($7.000.00 Craftmatic king adjustable bed with massage with life time warranty/ for your Rem king adjustable with massage and a UNLIMITED LIFETIME WARRANTY) For a total of 5,999.00. orThank You in this matter [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.









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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.
Hi there,I read you letter back to me. What do you mean? You did not receive what? What was it I needed to get to you. Please explain. What do you mean this complaint has been closed?Nothing has been resolved. I want R.E.M. To reimburse me ($544.00)for the chili pad that I returned,  I got nothing back from them. Please call me @ ###-###-####. Thank you,[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.
3/11/16Message to Revdex.comDear Ms. [redacted],Thank you for conveying the latest message from REM Solutions.Once again, I need to repeat to the REM representative that WE HAVE NO TRUST in his product.  He wants us to pay an additional $1,500 and then deliver his version of an adequate product.  He says that no company delivers a product without having received 100% payment.What this gentleman sustains makes him sound as if he has been living in Mars.  Installment payments were created in the United States.  Rarely people pay hard cash upfront opting for monthly payments extended over any amount of time agreed with the vendor.  We’re an exception.  We like to be debt free and we normally pay half when ordering an item and then the remaining balance upon delivery.Had the mattress being what it was supposed to be we would not be wasting precious time.  As it is, I’m minus $1,500, a useless bed taking space in my garage and a dispute going on.REM needs to do the right thing.  They failed to provide an adequate product.  Therefore, they must refund $1,500 and pick up their mattress.Thank you for your kind patience.Sincerely,[redacted]P.S.  The representative/owner of REM keeps calling me “[redacted]” -- what a poor way to hold business!  He should be more respectful and address his customers as Mr., Mrs. or Ms. So and So.
Regards,
[redacted]

Tonight we spoke to the customer and confirmed that we are changing out the mattress however it does take several weeks for production. We agreed that we will be shipping the comfort exchange mattress directly to her via UPS and she will be using the existing covers from her original purchase....

I personally assured the customer that this is in production and will be resolved as per her original request. This was not clearly communicated to her originally but customer appears to be satisfied at this time. We will provide customer with tracking information once the product ships.  Thank you,
[redacted]PresidentREM 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.
Received a call from Randy Maddox of Rem Sleep Solutions last night Dec. 16 at 4:15 Hawaii Standard Time that the shipping department will be getting in touch with me to give me a tracking number for the firmer paradise mattress.  [redacted] from the shipping department should be getting back to me with a tracking number some time this afternoon, Dec. 17, 2015.  I do have a concern as we will be off island from Dec. 21 thru Dec. 25 and so I do not want to close the case until I receive the mattress and sleep on it to my satisfaction.Sincerely,[redacted]

Since I opened this claim rem has since changed there website which still shows the paradise and martinique beds as the models they sell no where is the VU ME bed shown even though thats what [redacted] told me was there new bedAlso with the website change they have also taken there warranty explanation off of the page which I tried to fill out and was taken to a blank page and redirected back to the homepageThis company needs to be stoppedHere are the emails I have with [redacted] from rem sleep who said my bed was being replacedHere is a picture of the facebook page saying it is the last bed you will ever buy and the only thing I can find now that says lifetime warranty. I had to send the official copy of my warranty to my credit card company for there warranty programWhich they denied to cover because it says that the bed is covered for defects by the lifetime warranty
[redacted]
10/7/
to REM
Your
president decided that its just the fire insulator under the cover which i
explained I had already taken off which then he has decided its just wear and
tear nowWe arent talking about a year old bed here not even
years.
[redacted]
REM
[redacted] <[redacted]>
10/7/
to me
Is that
what the office said? What did they say?
Sent from my iPhone
On Oct 7, 2015, at 3:PM, [redacted]
wrote:
So
apparently I need to take better pictures of what I am talking aboutThis is
absolutely ridiculous to have to be dealing with this when the bed is
literally just over a year old.
I will
also be contacting my credit card company to help resolve this issue
I do
not appreciate being talked to like I dont know what im talking about on the
phoneThis bed gets more uncomfortable every night, and is doing exactly
what I asked you if it would happen and you gave me your word it wouldn't and
was covered by the lifetime warranty.
[redacted]
On Sep 29, 2015, at 8:PM, REM [redacted] <[redacted]>
wrote:
He said
he was going to contact youthe bed should not be doing that
Sent from my iPhone
On Sep 29, 2015, at 5:PM, [redacted]
wrote:
Hey
just wondering if you talked to the owner?
[redacted]
On Sep 25, 2015, at 7:PM, REM [redacted] <[redacted]>
wrote:
Yes and
I sent them in to the office and will talk to the owner on MondayIt
shouldn't be doing that..
Sent from my iPhone
On Sep 25, 2015, at 4:PM, [redacted] <[redacted]>
wrote:
did you get the pictures of my
bed?
[redacted]
10/13/
to [redacted]
Here
are a few more pictures of my bed.....with the fire protector taken off as
per your suggestionWhich in my opinion its required for a reason
This bed is again like I said barely over a year old, again reiterating what
I have already noted several times [redacted] from rem sleep who was the sales guy
that I bought from in Calgary at the Calgary stampedeWe talked for a long
time with issues I have heard about with memory foam, he assured me these
don't happen to rem beds and if they ever did your covered by the warranty
This per say warranty I find to be a pretty troublesome inquiry, I also am a
bit annoyed by the fact that I was told by the representative of rem to take
off the fire protector because thats only required in the USA not in Canada
That doesn't make me feel very safe as a consumer when im stating a fact
about the bed and the response is to take off something thats obviously there
for the prevention of fire
As per the pictures you can clearly tell even by looking down the middle of
the bed how off/wavy each bed looks the bed on the right is clearly lower in
several spots then the bed on the leftWhich is why I have said I have been
switching spots as I am the only one who sleeps in the bed, every night due
to the uncomfortablenessOn the third night I will actually sleep directly
on the crack just to try and get some supportAll of your beds are priced
the same for the California king, I would like this warranted to the firmer
bed without the crack as obviously the rem beds can not stand upSo I would
like to take a firmer bed in hopes that this doesn't happen again as I
honestly do not want to go through this again as when I spend this kind of
money especially on a bed I expected to enjoy it for years on end just like
[redacted] had sold me on
[redacted] please forward this email to who called me last week and hopefully this
time he will have better advice than to take off a fire prevention cover,
also let me know that you received it
[redacted]
Attachments
[redacted]
10/21/
to [redacted]
Why
have you not responded to my email with the latest pictures
Are we at the point I just need to file a complaint with Revdex.com and go to
explaining my situation online
REM [redacted] <[redacted]>
10/21/
to me
I have
sent them to my boss I will see what's going on but it sounded like they were
going to send you a new bed
Sent from my iPhone
[redacted]
10/26/
to REM
Just
wondering if you got confirmation of when the new bed will be delivered?

Our Vice President [redacted] will continue to reach out to [redacted] with continued offers towards a resolution. Based on our conversation [redacted] is only set on returning the bed and is not willing to look at other cooling options including the chili pad technology which is an air conditioning unit for a mattress and allows a sleeper to control his/her own temperature. The cooling technology in the foam is a patented technology owned by Pacific urethane who has several years of technical data to back the patents. We urge the customer to contact this company if she would like additional information on the technology as she continues to claim that she was sold under false pretenses. A US patent was awarded for this technology and they produce our mattresses for us under that patent. [redacted] we urge you to work with [redacted] to see if we can get you sleeping better. There are many options that we can work with you on. There are mattress covers and protectors that are made with the same material as athletes use to keep them cool during peak athletic performance. We would be glad to have one of these covers sent to you. The current mattress protector that you have is a standard protector and it does trap in heat. We feel this is the main source of the heat build up and would like to address this with you and get you sleeping better.  Thank you, [redacted]

We have attempted multiple contacts with this customer. The phone numbers that we have on record rings repeatedly as a busy signal. The customer has apparently relocated or has a different number. On customer's last call we contacted him twice at the same number and left messages to...

call the president directly...there was no response.  After the Revdex.com complaint was called to us we immediately called the customer within minutes and left a message and again there was no response. Please have the customer call the president of REM at 310 351 [redacted] so we can attempt to resolve this issue.

The customer was supposed to ship the item that was not functioning to the chilipad factory where it would have been repaired and sent back to her per the agreement with the chilipad factory. Instead she sent back the entire unit to the factory  and is looking for a refund on this. We have...

repeatedly told the customer that all sales are final and this was part of a package that she purchased. We will gladly continue to work with the chilipad factory to get her chilipad functioning correctly.

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.
[redacted] Maddix I summited 2 complaints                                                                                                                                                 1) Customers desired outcome-- customer is requesting to get exactly what she originally purchased in 2008 A King Martnique Matress RemWave Adjustable bed with remote and Unlimited Lifetime Warrenty.                                                     2) Desired Outcome -- Replace what I bought, King size Rem wave Adjustable Bed or better if that Bed is not made anymore, with Unlimited Lifetime Warrenty.                                                                                                                                               I'm a Disabled Person who is not getting Relief from this bed that dosen't work, since before 11-07 2014, How would you feel if this happen to you. I have been trying to get this problem resolved since 2014, When I bought this Bed I was told If I ever had any problem just call the office and they will replace what is needed, You have a Unlimited Lifetime Warrenty. Are you going to replace this Problem with what I bought? My sales paper work says REM Sleep solutions not Reverie the money was given to you.                                                                                                                                                                                                                                                              Thank You in this Matter [redacted]