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:11/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 have been having issues with a bed frame that I bough from *********** in Danville, Illinois for some time now.  I have reached out to them about the issue and they sent a serviceman to my 

  resident and the serviceman said there was a default and shouldn't be doing that. Then I don't hear anything I went to *********** and they said nothing was wrong with it.  So, then I reached out

  to Glideaway Bedframes , **** ******** ****, St Louis County, Missouri 63114. to inquire about this problem, I have not heard anything from them wither, I sent them a letter on October 26,2023.

  I can't believe I am the only one with this issue!!!  I would think there would be some answers to this problem or a way to fix this so my mattress would stay on the frame, there is no side stoppers or

  rails of any sorts, only one at the foot of the bed to keep the mattress from sliding off. I am 70 years old and cannot be lifting and fixing this issue every 2/3 days for the rest of my life, I paid good 

  money for a bed frame and mattress that I thought I would have for the rest of my life and since I purchased it I have had issues.

  Customer Answer

  Date: 12/07/2023

  *********** has contacted me and will send someone out again. 

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In January of 2021 we bought a glideaway motion 500 adjustable bedframe from ****** furniture and with a 10-year warranty in **********, **. We moved to ***********, ** in January of 23. After the move we noticed that a wheel had fallen off of the bed and the bed started to lean, this was probably caused by the move. About about four months the massage motor stopped working. I called the warranty company for a claim, and they denied it due to it being damaged during the move, which we agree to for the wheel but not for the motor but did not fight it, we just wanted our bed fixed. They referred me to Tri County Furniture here in *********** for the repair of the furniture and gave me a discount code to help with the price, which we appreciated. Tri County Furniture came out and said that a ****** pin is missing on the wheel and that the massage motor was burned out and that this did not happen because of a move, but we knew that we did not want to fight the warranty issue. So, we asked what was next to fix our bed. We were told by Tri County Furniture that they did not carry or order parts and that we would have to find and order the parts and then call them back to fix the bed. (cost of $100 plus, already paid $47.00 for initial visit). No problem, again we want the bed fixed. So we called the warrant company back trying to order the parts, they told us they could not help us and gave us the number the Glideaway manufacture, to order the bed parts. BTW I called Tri Country furniture to try and get parts numbers for easier ordering on my own and they said they could not provide this information to me, it was not their job. I called Rize (Gildeaway Manufacture) multiple times, no answer even though they said their office hours were 8-5 M-F and left messages. So I went to their website and tried to order the parts on my own, none of the parts I needed were available and there is no way to contact them (phone/email). Manufacture needs to make parts available.

  Customer Answer

  Date: 09/12/2023

  Thank you for assisting in this complaint, but I am unsure what to do and where to go from here.  I have a bed that I am unable to use because no one is able to assist me with obtain the parts to fix it.  I am willing to buy the parts myself to fix my bed (which I think I should not have to do, but I want to use my bed since I spent over $3000.00 on it less than 4 years ago) but not the place where I bought the bed (Ashleys) nor the manufacture (Glideaway) nor the company I hired to come out and repair my bed (Tri County Furniture) will assist me with finding and purchasing the parts. What is the consumer to do.  I cannot find them on line, they are not available on the manufacture's website and Tri County Furniture came out and told me what was wrong with the bed but they do not order parts to complete the repairs (which I think is stupid since I had to pay them to come out and look that the bed, if I knew this I would not of had them come out to look at it in the first place).  I just want to pay for the parts and get my bed fixed, can you assist me or tell me where to go to have this situation resolved.  Thank you for your time and consideration in this matter.

   

  Business Response

  Date: 10/09/2023

  Hello

  I am following up on your BBB complaint.  

  Rizehome apologies for the delayed response getting your adjustable base repaired.  

  One of my Team Member is following up to get your adjustable base repaired.  

  Rizehome is reimbursing you for the out of pocket expense.   

   

  Thank you,

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

  QC / Warranty Manager

  Customer Answer

  Date: 10/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.  *********** representative has contacted me and made arrangements to ship the parts needed to our house free of charge and arranged for a technician to come to our house for install, also free of charge.  The parts have arrived, and the install was today.  The bed is now fixed and working properly.  I thank the BBB and Glide Away for taking the time to assist us with this matter.  *********** has offered to reimburse for the cost of the ($47.00) initial estimate to have the bed repaired, but only if we sign a release of all claims document, which we are not willing to do.  
  
  Sincerely,
  
  ******* And *********************

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Date of transaction 3/17/22 Purchase of a king size bed with a 3 level massaging option and a 10 year warranty via Ashley ************************** optional massaging function does not work on level 3 which is its highest intensity and I have made numerous attempts resolve this issue with the warranty department at Glide-A-Way.Although Glide-A-Way received a video from their service tech who witnessed the issue, they claimed it was not a clear video and requested I send a video showing the problem. I sent two additional videos yet they have decided to deny my claim ignoring the report from their own representative as well as videos presented to them, They have claimed that they can hear the moto running and that the higher the intensity level, the lower the massaging function will be which is completely false. They have completely disregarded what their tech witnessed in person. I explained numerous times Glide-a-Way that the motor appears hum on level 3 and then stops massaging so it must be something else. I would also like to include ****** Furniture in this claim as both the bed and extended warranty was purchased through them.In addition to the attached correspondence, I can also provide vidoes and additional email correspondence. The bed was purchased March 2022 and I have been trying to resolve this issue to no avail since April.