ComplaintsforHomepro Medical Supplies, LLC

• Initial Complaint

  12/21/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello I purchased a supernal adjustable bed from HomePro Medical on Nov 1st I tested this bed at their facility on Oct 28th. The bed I tested and the bed I received are not the same. I have a bad back and I made that clear to the sales guy, The bed he had me test supported my back and was adjustable in the middle section of my back. The bed I received only moves the head and feet part of the bed and does not provide the support I need for my back like the bed I tested did. I am an elderly home of 91 years and can not afford to spend $4500 on something that I can't use. I went up the facility the next day after receiving the bed on Dec 1st and they did not admit that they sold me something different. They were not willing to exchange the bed or provide me with answers as to why they are different. I got an email they would pick up the bed and charge me a pick up fee as well as a restocking fee of $2000. If I wanted to purchase something different that would be an additional expense out of my pocket. I threw out the bed I had for this one and went and purchased all new sheets etc because the sizes are different. So now i am just looking at a bed and suffering emotionally, physically and financially. I would like to report this business as taking advantage of older people and I would like help in getting a full refund.

  Business response

  12/27/2021

  One of the main goals we have at Homepro Medical is to make the lives of senior citizens more comfortable and manageable. We regret that *************** had a negative experience and was unable to cope with the circumstances and facts that led to her submitting this complaint. We categorically deny that we provided a different model bed than the one that she tried out at our warehouse. Secondly, our return policy clearly states that we do not refund special order items. However, in an attempt to remedy this case an exception was made and a restocking fee was assessed in order to minimize the expense to the customer and the company.  

  
  For purchases such as these we frequently recommend that an elderly client be accompanied by friends or family members to minimize any miscommunications or misunderstandings. **************** was accompanied her by her adult granddaughter who was an active participant in the decision making,payment, and all correspondence concerning the purchase of this bed.

  
  The bed that was delivered (The Transfer Master Supernal Hi-Low) to the home of **************** and the model that she tried at our warehouse are in fact the same model. (Only the size of the bed was different, since the model in our warehouse is a Twin sized bed and the model that was ordered was Full size.) In keeping with the quality & business standards that we adhere to, we track the make, model, and serial numbers. This is the case for all beds that we provide and specifically for the bed in question and for the demo model that is in our warehouse. There has been no error with regards to the equipment in question.

  
  In our quote and prior to the placing of the final order we explained that this bed was being ordered specifically for **************** and that there are no returns or refunds for the items that are being ordered.

  
  In light of **************** dissatisfaction we offered to receive back the bed minus a 30% restocking fee and allowed her an additional week to reconsider her desire to return the bed. After some delay we were informed that the family would be keeping the bed.

  
  We sincerely hope that **************** will come to enjoy the benefits of the Hi-Low Adjustable bed that she has purchased and that she will come to appreciate the workmanship and value of the bed.
  

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