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:02/19/2024

  Type:Product 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.

  The sleepsafe tall extension bed is garbage! We got our 1st one through insurance 5 years ago - the company maintained that the bed was made solidly and that it was safe - over the course of 5 years it repeatedly had problems and fell apart- the wood, the windows, etc - my husband managed to do things to keep it usable - we finally this year we're eligible for a new bed thru insurance and we were again offered a sleepsafe bed thru our dme provider with the GUARANTEE that this new bed would be sturdier and safer - the exact same thing has occurred and now we have only had the new bed 3 WEEKS! Our insurance paid a FORTUNE to this company for this bed twice in 5 years and it is a complete disaster and not safe at all for a special needs child- it has been more stressful owning these beds by this company than it is to not have a bed at all!

  

  Business Response

  Date: 03/07/2024

  We
  distribute our beds through Durable Medical Equipment (DME) providers.  SleepSafe Beds has no knowledge of the
  end-user’s cognitive or physical abilities, size, and/or strengths.  The DME, therapist and/or doctor decide which
  SleepSafe Bed model is most appropriate for the end-user based on their needs, abilities,
  challenges, and activity level.  The DME
  submits to insurance for pre-authorization. Payments from insurance companies
  are made directly to the DME, not to SleepSafe Beds.  Our safety beds provide a safe sleeping
  environment for end-users with cognitive and physical disabilities, alleviating
  the chance of entrapment and risk for falls.  We have worked closely with this customer and the DME to satisfy
  the needs of this end-user.  However, we
  believe the physical strengths and abilities of the end-user has exceeded the
  design limits of the bed.  Mom shared that
  the end-user is bracing themselves against one panel of the bed while pushing
  with both feet on the opposite panel of the bed eventually causing the panels
  to break at their attachment points.  SleepSafe
  Beds offered to replace the components; however, it has become clear that new
  components will not resolve the issue.  As such, we will be honoring the complainant’s desired
  settlement.  We will refund the DME and propose
  an arrangement, whereby the DME may remove the bed from the home.  We regret we have not been able to find a solution for this particular
  end-user.  

  Customer Answer

  Date: 03/11/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *****