Complaints

• Initial Complaint

  09/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a RV Queen airmattress from Airbeds Unlimited, which has a leak on one of the two air mattresses. We called in May and got told to check check valves,etc. Now the air pump has stopped operating completely, making the inflation of the leaky side impossible. We have called and left messages, emailed with no answer, and have been unable to contact anyone. Imagine our plight in our motorhome of a queen bed usable on one side only.

  Customer response

  10/29/2024

   
  Complaint: 22354005
  
  

  The parts are too little,too late.  I had to replace the bed due to severe back pains  that developed from the  bed going flat 2 or 3 times a night.  I called, emailed, and tried to contact you for 20 weeks.

   

  Now  I can only request a refund.  I do not want to be bothered with shipping back parts to a bed that I no longer possess.  I had ordered another bed from  you some years back and upgraded  to this bed in April but within a month the new bed started to fail.  I started to contact you then and have had no answer to my calls or emails.

   

  I await your response.

   

  *** *****

   

  

  Business response

  10/29/2024

  We just received this complaint and immediately emailed the customer stating that we would replace his "defective " parts, at no charge, including us paying for shipping to the customer and return labels to send back the "defective parts"!  Normally those shipping charges, under our full warranty, would be $120.00.  This is the remedy that the customer requested.

  Customer response

  11/27/2024

   
  Complaint: 22354005
  
  

  We have not heard anything on our refund.  The parts you were going to send were not sent by my request.  After 20 weeks of no response from you, we bought a new bed elsewhere.  We discarded the old bedding but I have the defective pump and controls.  I can ship them to you if you pay the shipping.  The weight of the pump prohibits me from being able to pay the shipping involved.  

   

  We are very disappointed  with the treatment we have received and wish to end this problem.  Please help us finish the necessary procedures. 

   

  

  Business response

  12/02/2024

  When the customer originally contacted **********************, we explained to him that there was some simple trouble shooting that needed to be done. We gave him complete instructions and asked that he contact us with his findings.  We did not hear back from the customer, so we presumed that the issue had been resolved.  Then we were notified that there was a complaint with the BBB.  We immediately offered to send out both a chamber and a pump, at no cost, freight prepaid, with prepaid return labels, for the "problematic" parts, even though we really did not have enough information to determine where the issue was.  This was the customer desired solution.  We replied back to the BBB with our response to the the customers desired "settlement".  

  The customer replied back to our response saying that he did not want to be botherd with returing the "problematic" parts and that he had "disposed" of the bed?  We do not issue full refunds on product that are not returned to us.  

  Customer response

  12/02/2024

   
  Complaint: 22354005
  
  I am rejecting this response because:  I emailed & called by phone within 3 weeks of getting their testing advice and got no answer. It took over 20 weeks to get a response, finally after contacting BBB.  Since they did not answer I had no choice but to acquire another bed.  Their old bed was useless as one side would not hold air longer than 3 hours due to bad leakage.  Living in a Motorhome does not have room to store a uselss bed so we discarded it.  We feel we tried to make appropriate contact but they never answered.  In this case, we did all we could ; all I got was a  sore back from a sad mattress.  We had successfully bought a mattress years ago from this company and really expected a better reaction to our request.  

  To package to ship,  the bed has to be rolled up from top to bottom, then vacuum all the air out. Then it  needs to be wrapped in plastic so it won't expand.  This gives a rolled up package about 12" x 60" that has 2 be packaged withe the hard foam side and end supports.  They are about 6'x 6"x6"  each and there are 4 of them.  Somehow all of this has to be bundled together in a shipping box which now weighs a out 75 pounds.  I don't have  the proper equipment to do this in my Motorhome.

  I will accept a reduction from the original purchase price of $1300.00 to a settlement of $1000.00. This will offset the inconvenience and outright problems we have experienced. 

  I have no hard feelings about this, just a feeling of disappointment.   I await a fair answer

  Sincerely,
  
  *** *****

  

  Business response

  01/07/2025

  This customer has been contacting our distrbutor, *************, without our knowledge.  The customer has not reached out directly to **********************.  At this stage, Air Beds Unlimited has no sence of communication that has been evidentally on going.  If there is merchandise that the customer has and has agreed with ************, to return , then we would address the customers claim, at that point.  As it stands, we stand by our recent replies and fell that there is no refund due, as we can't refund merchandise that has or has not been returned.

  Customer response

  01/07/2025

   
  Complaint: 22354005
  
  I am rejecting this response because:  I have emails from Airbeds dated !2/2/24 referring to  earlier communications with them.  One of the emails had a phone number which I called and it turned out to be the supplier of the bed.  They told me they would contact Airbeds and they must have or Airbeds would not of known of the contact.  We have called the Airbeds phone and left messages on all their lines, service, sales, customer service, etc.  I was ignored by ******* until their supplier contacted them.  I shipped the parts back 12/26/24 with a note inside but did not hear that they received the pump and controls.  I emailed them to tell them the parts were coming but no reply.
  
  Sincerely,
  
  *** *****

  

  Business response

  01/24/2025

  This customer decided to go around **********************!  ******************* is our distributor, they are not the parent company.  They do not have the authority to make decisions for Air Beds Unlimited.  If ******* decided to refund the customer, that is/was their prerogative.  We have had no communication from this customer, regarding returning any part of their purchase, as they said that they had disposed of the bed, even though it was new and the same bed that they had previously purchased.  We have never had any communication from customer about returning any component of their Air Bed Purchase, other than our offer to replace any problematic component, at zero cost.  The customer rejected outright, this solution.  The customer evidentially returned their pump directly to ************* We have had no communication from the customer as to this being the case,  nor have we heard from ************* regarding any return.  When a customer requests a return from **********************, A RMA is issued, so that the return can be tracked.  No RMA was ever requested or issued.

  Customer response

  01/27/2025

   
  Complaint: 22354005
  
  I am rejecting this response because: I received an email saying replacement parts were coming and I immediately  sent a return email to that sender,who turned out to be the manufacturer, not the seller.  I returned the pump motorto the seller and got no response.  The email indicating parts were being sent had a phone number which I called and was told they would contact the seller and urge them to respond.  That is how I contacted the manufacturer,  after they contacted me.  Somehow they got my email, and it could only happened if the seller gave it to them when they told them what parts to send to me. The seller has ignored at least 6 telephones, according to my phone history, over a period of more than 10 months. My email history shows many unanswered  emails to the seller over the same time period.  I have not asked for the price of the new bed I had to purchase,  only the price of the failed bed from the seller.  I await a response.  
  
  Sincerely,
  
  *** *****

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a $1399 airbed from the above business on May 19th 2024. I had a constant problem with 1 of the 2 air ******** deflating at night. On July 19th I finally called Airbeds Unlimited because they will not answer an email. I talked to **** and he had me pump up chamber to max value and wait 2 hrs to check for leaks. The method he told me doesnt work because the pump remote shows the last pressure it was filled too NOT the current pressure of the chamber they are seperated by a check valve . He said he couldn't diagnose a problem and had no idea what kind of valve was installed in my airbed , He told me to send a pic and a technician would get right back to me on Monday . His ignorance and stupid comments ****** me off and i told him i will send a picture to the number he gave me and goodnight. The bed chamber leaked out almost every night since. Well on the July 22 I never received any call or email. I waited to email the company on July 26th stating if i didn't get a replacement check valve which was leaking at the lower pressure i use the bed at I was going to file a BBB complaint . Well this is the worst company I have ever dealt with in my 62 years because they never bothered to respond. Can you imagine creating a complaint over a $20 check valve which is under years of warranty? I want the company to send me a check valve of the type I sent in the picture immediately !!!!! Also the BBB needs to reevaluate there rating because of the complaints i read they don't respond to anyone and don't honor there written warranties!!!!! ( I/2" gray check valve) I have 42 years of maintenance experience retiring recently from USASOC. So yes i am a veteran!

  

  Business response

  08/27/2024

  Customer finally provided pictures, and our service department determined that the adaptor was not fully engaged.  The information was passed on to the customer, and he acknowledge that indeed the valve was not fully engaged.  As a precaution, we also sent him 2 new valves, at no charge.  Originally, we did not have enough information to determine the customers problem, until we received his pictures.

  Customer response

  08/28/2024

   
  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. The leak was caused due to a bad check valve and they sent me a new one.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased and was invoiced for an air bed on 2 January 2023. Their website claims shipping within ***** business days unless they are out of stock of a given component. I have called and emailed several times (I have been actively contacted/updated by the business less than three times). Despite speaking with the owner of the company I cannot get my bed shipped to me as promised.

*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. ↩