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Complaint Details
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Initial Complaint
02/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 response
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, ****** *****
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.