Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/01/2024

  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.

  On 05/13/2024 a claim was started for a broken head motor that went out in our adjustable bed. 3 days went by, we never heard from them, so we called to see was our claim reviewed. It had not been reviewed and the part had not been ordered. It happened that day since we called back about it. In about a week and a half we finally received the part for the bed. We then had to call back and tell them we got the part now send someone out to fix our bed. On May 29 we received an email saying a tech should be contacting to schedule an appt. We were scheduled for June 4th. My dgther and I took the bed a part as my husband is disabled. It was a very hard task as my neck is challenged with pain as well. They sent **** from Furiture Solution Network. **** said the motor does not fit the frame. He took pictures that day came back the next day and took more picture. Corporate continues to state it is the right part but **** wasnt aware on how to hook it up. They said they were going to send someone out asap. That did NOT happen because I received another phone call from a different company Premier furniture who said they dont know when the would be able to get to us as the person was all booked up. To make a long story short we have been lied to by the ** of Operations, *********************** and our bed still isnt fixed. Another technician came today from premier furniture, *******, and he said the same thing, the company sent the wrong motor to fix our bed. So here we go again, it is now June 30th and our gram is still broken. It is an absolute shame that Customatics Technologies dont even believe the techs they are sending to do their work. This is ridiculous that we are now heading into another month, bed has been look at by two technicians and the frame still isnt fixed. We need them to send the correct motor and get another tech here ASAP to fix this bed or give us another frame since they stand by their product.

  Business Response

  Date: 07/11/2024

  The customers claim was opened 5/13/24, on 5/16/24 we ordered the part for her bed frame.  Once the part arrived we scheduled the technician visit which was opened on 5/23/24, the day after the parts arrived.

  Your shipment (parts tracking) 1ZY5Y6190312348598

  Technician Appt: 6/4/24
  At this point the technician made a mistake and was confused by the fact that your bed had a lumbar motor versus just a head and foot motor, which is most common on adjustable beds. The technician told the customer we sent the incorrect part, however that is not the case, it is the correct part.  So we asked the technician company to send out another technician, they said they could come on 6/17/24 and she refused to make an appointment with them because she wanted someone to come sooner, however, we did not have a technician available.  We attempted to schedule another technician and explained that even though they could not arrive until 6/30/24, we would try to find someone sooner however she should make the appointment as a back up.

  We could not get anyone before 6/30/24.  We put detailed notes in the technician order due to the confusion with the first visit and again this technician did the same thing.  This particular bed has a foot and head motor along with a lumbar motor, the lumbar is close to the head motor and there causes confusion with the technicians and they end up trying to insert the part into the wrong place and it doesn't fit.  

  After this visit is when she filed this complaint, so I explained that although our warranty does not allow ***s for fixable units, I will make an exception and *** the frame.  Since we are the manufacturer, the *** credit goes to the company we sold the base to.  That would be Rize (Mantua Distributers), then in turn would handle the credit or replacement with the customer or store of purchase.  Her store of purchase was *** Hills Furniture.  **** contacted her and was offering to replace the frame, however they are trying to charge her for delivery.  She is not happy and coming back to us, however at this point I have no control on what happens.  We have refunded our customer for her base, the policy and procedures they have set up with the stores they sell to are not under our control.

• Initial Complaint

  Date:09/21/2022

  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.

  I purchased an adjustable bed several years ago. Ive been trying to replace the remote for 2 years. My bed is less that 6 years old. Finally my remote has stopped working. While my bed is in an incline position. I called the company last week AGAIN and finally theres a waiting list for a replacement however the representative wasnt positive when or if they were planning to manufacture more. So Im suppose to have this bed for a lifetime stuck at an incline? Im so disgusting I cant stop crying from anger. I payed over **** for this particular model because it also vibrates just to no be able to lay flat until Customatic finds a solution???Heres the customer care number **************. PLEASE HELP

  Business Response

  Date: 10/11/2022

  To whom it may concern, We reached out to this customer and were able to help them to order the replacement remote that they needed.

   

  Thank you,

  ***************************