Shell's Home Improvement

Base was re-inspected and found to be working as expected.  1 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: 11754882
I am rejecting this response because: The bed still vibrates and therefore the problem still remains. When the company representatives were here they felt the bed vibrating, when it should not have been vibrating. They were really surprised that this was happening so quietly. When the massage is on you can hear a loud sound, so this was much different than having the massage on. This is the same vibration that wakes me up in the middle of the night. My husband’s bed vibrates also, when it should not be vibrating, and wakes him up. They have not replace any parts in his bed. The only way to stop this vibration is to use the remote and go through all the massage cycles and then it stops. Although 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 happen. For the company representatives to say the base is ‘working as expected’ is just not true. To say that ‘no abnormalities in function were found’ is aIso not true since they felt the bed vibrating when it should not have been. Connecting the loose cord did not resolve the problem. I have to have both bases replaced so we can get a nights sleep!!
Regards,
[redacted]

A technician has been assigned and replacement parts have been shipped to correct the issue.

Complaint: 10938283
I am rejecting this response because: I rejecting the business response due to our conversation, I were told that the way the adjustable bed are made , are the reason I am...

experience the loud noise. The balls that are on the bed is what is causing the problem . I asked the manager what could they do to fix the problem he stated  nothing at this time.  I  then explain to him if that information were given to me in the store , I would of not purchase this merchandise.  This bed has a great deal of issue that need to be address and it should not be done at my expense. I also explain to him when in the store the customer are thinking that they are purchase a product with SERTA  which have been around for 50 years. where as his company has been in business for six year are more. , I am very stress with this matter and  would love to return this Item.   
Regards,
Jacqueline Roberts

Additional parts are being shipped and a technician will be provided to do the replacement.Customer has been notified.

The base the customer originally purchased is not a base manufactured by Ergomotion. We manufacture current and future product for the company and run the customer call center on product including past product. We have relayed all information to company and believe they have authorized a...

replacement.

Dear Mrs. [redacted], A refund in the amount of $77.76 was processed last week back to your credit card ending in 2005 for Sales Order # S031245.  The balance of $16.68 (Shipping/Handling) is not refundable.  This was explained to you by Supervisor [redacted].  The funds have been sent...

to merchant services (an intermediary transaction processor).  Once merchant services processes the refund, the amount of $77.76 will be refunded by your credit card company.  Please contact your credit card company for details.

Complaint: 12676864
I am rejecting this response because:December 1, 2017, we Initially contacted Ergomotion about my adjustable base problem. I have numerous emails from Ergomotion Customer Service, Cecilia Uribe  and phone calls with Customer Service Manager, Claudia  Perales guaranteeing the base replacement. Since 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 up. But 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 matter. I have a registered 5yr warranty with Ergromotion Company. Come 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[redacted]

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 now. But...

they have said they fixed it before and they did not. I will have to see if the fix they put in this time really works as I have lost all trust in them at this point. By 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[redacted]

I spoke to Mr. M[redacted] 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.

Hi Dee - I understand that we have been in full communication with you. This 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 company. We 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 claim. It was out understanding the product was refused. if 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 promptly. We will reach out to you.  Thank you,

Complaint: 10938283
I am rejecting this response because:
Regards,  I am at a awe, I talked to N[redacted], 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 bed. I am stating the facts. I am not able to sleep at night due to the  noise in the bed and the mattress sliding off the bed. there is a problem with the Ergo motion adjustable bed. the 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 rest. this 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[redacted]

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.  2 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 issue. Customer has been referred back to the retailer.

Complaint: 11754882
I am rejecting this response because:
I have repeated told you that the bed vibrates when it is plugged in. The 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 only. I have asked you to have someone come over and lay on the bed to feel what I feel when the bed is plugged in. I have gotten no response.
Regards,
[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]

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.