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Business Profile

Mattresses

American Sleep Therapy, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/16/2024

    Type:Product Issues
    Status:
    Answered
    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 1-25-2024, I purchase two beds directly from from the owner, ********************* of American Sleep Therapy at the ***************************** Show for $20,735.65 based on his promise verbally & what he stated in writing on the ** that he would "Expedite order per ***".After waiting a couple of weeks & hearing no word on my order, i called & had to leave a message. I called again & spoke to a lady who did know the status of my order. *** finally called me & promised to have my order "within ***** days" which did not not happen nor was there any communication that hey would be late. On 2-29th, I called to cancel my order and requested a credit on my ***** *** refused. *** emailed me on March 1st to let me know that the beds arrived at 3pm that day & refused to issue a refund based on the fine print on the ** stating "Allow 6-8 weeks" which was NOT our agreement verbally & in writing which is why i cancelled after 5 weeks. Now *** is fighting me & continuing to refuse to issue my refund. Hence my complaint.

    Business Response

    Date: 04/12/2024

    *******,

    Im very surprised you are conducting yourself like this, being a business owner yourself! Im generally very cautious in my responses on BBB. I generally try to put my mind in the place of my customers. ******* you ordered two very expensive sleep systems, you were clearly explained up front normal lead time is 6-8 week. After you pressuring me to move faster, my agreement to you was I would do my best to expedite the order (which means to beat the 6-8 weeks). Yes it took the 4th into the 5th week for these sleep systems to be ordered, shipped, and then prepared for your in home delivery! I realize in your world your very used to people bending over backwards for you, but please stop with your intimidation tactics and pressuring, and just stand by your word and the contract you signed for these beds! I have followed our written contract to the ** and you know it! Youre upset that it didnt happen exactly on ******** timeline! Thats NOT grounds for cancellation!!!!

  • Initial Complaint

    Date:02/24/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 Oct 1, 2023, my significant other and I went to ********* in *************. Checking out all the vendors, we came across American Sleep Therapy (AST) selling their mattresses. My S.O. convinced me to stop and take a look as we were looking to change our mattress at home to a softer, more comfortable one. We were approach by one of their sales associates (don't remember his name), an older man who raved about the products. My S.O. and I ended up choosing a split ****** ***** mattress. We were directed to *** (***************************) to complete the sales transaction. *** told us we would have 90 days to either swap or return the mattress if we weren't satisfied. It took just over a month for the mattress to get delivered. Within a month of having the mattress, I find that I wake up aching and in pain every day and it smelled bad. My S.O. put baking soda and lysol on the mattress to kill the chemical scent, but both of us are still waking up aching. It wasn't until we wanted to return the mattress that we noticed the receipt states "All show sales are final" at the bottom (it wasn't there when I signed it). My S.O. has been in contact with AST since Dec 2023 to have a mattress replaced in case there was a mix-up in the warehouse from the ***** mattress. We were told the mattress will be replaced. It's been months and until my S.O. reaches out to AST, we don't hear anything from anyone about when the mattress will be getting replaced. Yet, I'm still unable to sleep well and get up with lots of aches and pains. We're paying for the mattress and want the issue resolved. I prefer to return the mattress and get my money back as my S.O. and I were assured that we would love the mattress, have the best night sleep, and never need another mattress. We HATE the mattress, aren't able to sleep well because we're both having aches and pains in our joints and muscles, and need a whole different mattress. Will someone please assist us with this issue? We will NEVER recommend AST.

    Business Response

    Date: 03/11/2024

    Hello *******,

    Sorry to hear you didnt enjoy the first mattress. I hope this message finds you enjoying the new softer one we sent you. I realize in business its not always easy to satisfy everyone, but I truly hope youre enjoying the new one. For your troubles, I know we spoke about the extra $900-$1000 that your financing didnt approve you for in the credit department. My office has been instructed by me to forgive that balance as my gesture to hope youre happy. Take care ***********!

     

    ******

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