Complaints

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• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello - I've attached the receipt for the transaction with the date, March 17, 2025, and the amount of $5,076.00 provided on the attachment. We paid $5076.00 cash for this adjustable bed, as well as for delivery, setup, and in-home service and manufacturer warranties on parts as stated in the attached receipt. The setup at that time was in the mother's living room, anticipating the medical results of 'Osteoporosis'. Since then, mother was misdiagnosed therefore, she wants her bed moved up to her bedroom on the 3rd level. This was verbally discussed between the owner of Mobility Plus Colorado, ******** *******, myself and my sister **** ******* at the time of purchase. I reached out to ******** ******* on 4.22.2025 or there about and asked him what was needed to execute the request. He verbally told me over the phone that it would be right around $199.00 and he needed to confirm with the movers along with providing him with a photo of the stairwell. Please see the attached emails. Icalled him today 4.23.2025, to find out the status and responding to his email that the service request was declined. He initially told us that if we needed the bed moved, to call him and he would have to get ahold of the movers and that it probably would cost a fee. Today he said that the movers were his employess and that they were not movers and that it would take 4 movers to get this heavy bed up the stairs sideways. I said ok, if we need to pay more then schedule it. He said that they were not able to do the job and therefore declined to move the bed for us.

  

  Business Response

  Date: 04/24/2025

  This customer purchased a "Used As Is Bed" on 3/17/25 which was delivered to her home on 3/18/25 and set up as requested without incident or issue on the first floor. On 4/21/25 she requested we move the bed from the main level to the upstairs. In that phone call she was given a quote for $199 but we would need to see photos of the stairwell as this is a large bed so before we accepted funds or anything we needed to see the space. She did send the photos on 4/21. In her own email (attached) she says, "Here are photos of my mother's staircase, she has decided that she now wants to move the bed she purchased up to her bedroom. I did say no, but things are always changing! If you have any questions, please feel free to call me. Please let me k know who the movers are and a date that they can move the bed." The photos were presented to the team who expressed their concern of turning this bed on its side and moving it up the stairwell given the dimensions of the bed and photos of the stairwell. We responded to ****** the next day on 4/22/25 that our team was not capable of moving this bed per her request but she may want to contact a moving company. 

  Some points:

  1. The Used Bed is clearly marked "Sold As Is" and there has been no functional issue of any kind with the bed or its initial delivery.

  2. The initial delivery was free (as shown on the Invoice) and nothing about the delivery or setup was wrong or mismanaged.

  3. The customer came back over a month later and asked to refund the bed and we declined per her Invoice (attached).

  4. The customer then requested we move the bed upstairs and she was told we charge $199 for that so please send us photos to make sure we can do it. 

  5. Upon review of the photos we determined we are not able to complete that request and politely declined the opportunity in writing. 

  6. We never collected any deposit or funds for the second request to move the bed so there is nothing to refund for the second transaction. 

  We never want to turn down an opportunity or upset a customer but we simply can't meet her request to move this heavy bed up her specific stairwell. We have fully met our promises and obligations from her sale and I understand she's disappointed that we can't provide a second service to her so we attempted to provide alternative solutions like a moving company.

  
  

  Customer Answer

  Date: 05/02/2025

  I have been trying to find movers to move the bed for my 88 year old mother therefore this is why I missed the timeframe to respond to the business. 
  
  At this point all I can add is that we are very disappointed in the business to verbally assure us that the service we asked for has been denied on their end after they viewed the stair well photos! 
  
  We will never purchase from this business and will definitely let others know not to do business them. 
  
  Thank you for all your help, 
  
  
  ****** *******