Complaint Review: Air Beds Unlimited LLC - Highlands Ranch Colorado

We forgot to mention that we are an "A RATED" and "ACCREDITED" COMPANY with THE BBB!

We feel compelled to defend ourselves in this matter, as in our companies almost 6 year history on the Internet, we have never been subject to such an unfounded claim.  Although only a minute percentage of the large number of Air Beds that we sell are returned, Air Beds Unlimited has never had a single problem with a customers inability to follow the terms of our return authorization (RMA) policy, that is outline in our 30 Night Sleep Trial.  This is our first and only customer who has not had the ability to follow our posted, return procedures!
Air Beds Unlimited did sell Bret Wilat an Air Bed for $1729.00.  All of our Air Beds have a 30 Night Sleep Trial.  The following day after their first night sleeping on the bed, Mr. Wilat did indeed contact Air Beds Unlimited and mentioned that he and his wife had slept very little.  We reminded him that his/her body may take some time for his/her muscles to get used to the new sleep surface and that the materials in the pillow-top would also gradually break in.  All bed manufacturers and medical professionals agree that a new sleep surface may take some time getting used to.  Mrs. Wilat wrote:  We tried to make it work for us instead of sending it back after the first night.  We had to remind her that we did not have a 1 Night Sleep Trial.  After the minimum 20 Nights, one of Mr. Wilats suggestions was to have us send him a different models cover, have him return the cover he had (he did not mention who would pay the freight) and replace it with a less expensive cover (again no mention of freight charges) plus refund him the difference.  We do not have an exchange policy that followed his criteria.  We then emailed him back.  The email read:  "Good Morning Bret: We are sorry that the mattress is not working for you.  There is no way to realistically compare a demo, broken in, c3 Air Bed to our Series 6.  Our tops are not interchangeable as they have different zippers.  We cannot either take back a "slightly used" covering and replace it with a "new" cover and then refund the difference  There would be no way to guarantee that the "Thinner" top would be satisfactory plus there would be the freight considerations, etc.  Any other suggestions would be appreciated.  If you would like to return the bed than you would need to follow the parameters outlined in our 30 Night Sleep Trial, which may be found at the following link:  http://www.airbedsunlimited.com/aboutus.php#sleeptrial"  The next suggestion that Mr.Wilat gave was to ask for permission for him to tamper/modify the top and remove some of the layers inside.   Mr. Wilat's email read  "Hi Michael, My only other thought is if we can get written permission to carefully cut the blue plastic liner and remove the foam, this might satisfy all. My only concern there is without the layers of foam will the top be unstable? I would also try putting out temperpedic(sp) form in to replace the ridged foam in there now? If this will not work then we need the RMA. Tampering with any  of our products would void the warranty, so we could not give Mr. Wilat permission to do so.  There was also no guarantee that his tampering/modifying would make his bed any better for him and his wife.  Our 30 Night Sleep Trial Policy could not take back any product that had been tampered with.  We then emailed Mr. Wilat stating that we needed a written request for an RMA.  Our email read: "Good Afternoon Bret:  We cannot authorize any tampering of the bed, as that will void any and all warranties.  If you would like to return the bed we need you to follow the directions that are outlined in our 30 Night Sleep Trial and formally request an RMA through an email.  We are sorry but the previous email from this afternoon, states your thoughts but does not officially request an RMA."  Mr Wilat later responded  with an official request for an RMA along with the quoted section of our return policy, that includes the specific return time frame:  On 10/12/09 Mr. Wilat email us and said:  "This is our OFFICIAL request for a RMA according to: "In order to return the Air Bed Sleep System, a Return Merchandise Authorization (RMA) must be issued by Air Beds Unlimited.  No merchandise may be returned, without an RMA.  No RMA'S will be issued prior to the 20 Night Minimum Trial Period or After 30 Night Maximum Trial Period.   It is the customers responsibility to contact Air Beds Unlimited, VIA EMAIL, for the RMA, after the minimum 20 Night Trial has concluded and before the 30 Night Deadline has expired.  This way all parties are aware, in writing, of the requested return and the date of the request. No RMA'S will be issue after the 30 Night period has expired. The RMA will be issued within 7 business days of receipt of the written request and will only be valid for 7 Business Days after issuance.   Also, NO C.O.D Return Shipments Will Be Accepted at our Return Warehouse".  Thank you, Bret Willat" (This is only a portion of our 30 Night Sleep Trial Policy)   Mr. Wilat acknowledges by requesting a RMA and including part of its terms regarding timing of returns, that he is aware that there is a 7 Business Day allowance for return of the Product, that is authorized under the RMA!  On October 14, 2009 we then issued Mr. Wilat a RMA along with another complete copy of our Complete 30 Night Sleep Trial.  Mr. Wilat never says that he was not aware of the terms.  It is not Air Beds Unlimited's responsibility to make arrangements for the return of a customers bed, under the conditions of the RMA.  Whether someone is going to be out of the country or going to visit Aunt Helen has absolutely no bearing on a customers inability to follow the terms of the RMA.  From the customers comments it is evident that they were in no rush in sending their bed back, if they really ever attempted to at all, which again is not Air Beds Unlimited's responsibility.  If we would have seen any true effort (ie:  bill of lading number or even the truck company or a phone number for the truck company that they were supposedly going to using, anything!).  Mrs. Wilats email comment, 3 Business days after the RMA Expired was Had I know I would have put it in my van and driven 1 1/2 hours to town to deliver it to a trucking company, but we live in a rural area and a pick-up is so much more convenient. In an earlier email she said:  They say it will get picked up on Tuesday Oct 27th now.  Not very confident.  In our 30 Night Return Policy we ask that the customer email us with tracking information so that we can know when expect the return.  All we received from the Wilats were excuses blaming their staff, the truck company and even Air Beds Unlimited, for their inability to even get this bed on a truck back to our return facility, much less in the timeframe required in our 30 Night Sleep Trial.  Mr. Wilat says that they attempted to have the bed picked up twice and his wife says once.  Curious?  (Found on other emails, not listed here!).
Normal freight time to our Warehouse in DENVER not Highlands Ranch, is never more than 4-5 Business Days (weather permitting), but the shipment must be made in the first place.  We state on our 30 Night Sleep trial that the customer is responsible for return freight and a nominal $75.00 return fee.   This was no surprise to Mr.Wilat.  We did not tell the customer that we would not give them a 1 day extension, as a matter of fact; a request was never made for an extension because the bed had never been shipped back.  Had the customer shown a sincere effort to return his bed within the stated timeframe, we of course, would have taken his effort into consideration and extended the time.  But, there was never a sincere effort. The difference in days, from 10/14/09 to 10/27/09 is 10 business days and 14 Calandar Days.  Mr.Wilat likes to quote Calendar Days.  If the customer had sent their bed back within the time frame that every other customer, in the history of our company, who has requested a return has, we would not have to waste our time with this matter.  The customer assumed that they could return their bed at any time and at their convenience.  We resent that someone would use their Disabled Vet status to justify their inability to follow a simple return policy. This is America and people obviously have the right to complain but that does not mean that because one is a Disabled Vet, that the rules do not apply.  We truly appreciate all of the sacrifices that have been made by all of our brave veterans, but in our humble opinion, by using his Disabled Vet designation, in this matter, Mr. Wilat is dishonoring all of those brave men and woman who have so valiantly served their country!  

Good Evening xxxx:

We will be turning this matter over to our legal department, as you has now crossed the line into liable and slander.  Be assured that we take this very seriously and will pursue all legal remedies that are allowed by law!

Have a Good Evening,

P.S.  Being a businessman? we are sure that you are aware that there is a major difference between "Calendar Days" and "Business Days".  Your little lies are adding up to big lies.  Keep writing, it is the best evidence that we could ever help for.      ---end email ---

I think it is good that they read your reports! Sorry they do not understand that we should have a right to complain. It is interesting that we have a competitors airbed that was VERY comfortable the first night and without a break-in! I only attempted to report the facts and not make it too  long with emails etc. I find it entertaining to be threatened with liable and slander for I believe a valid unresolved complaint. This should be an open forum and as a disabled vet, I hope still a free country.

Suggestions from your readers are appreciated.

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In my original report I stated 7 days on the return policy. I should have said 7 business days as was pointed out by an email from Air Beds Unlimited representative. Now I cannot confirm this person is from the company, but it appears that way. Here is a copy of the email removing my name (which is not in the report):

Good Evening xxxx:

We will be turning this matter over to our legal department, as you has now crossed the line into liable and slander.  Be assured that we take this very seriously and will pursue all legal remedies that are allowed by law!

Have a Good Evening,

P.S.  Being a businessman? we are sure that you are aware that there is a major difference between "Calendar Days" and "Business Days".  Your little lies are adding up to big lies.  Keep writing, it is the best evidence that we could ever help for.      ---end email ---

I think it is good that they read your reports! Sorry they do not understand that we should have a right to complain. It is interesting that we have a competitors airbed that was VERY comfortable the first night and without a break-in! I only attempted to report the facts and not make it too  long with emails etc. I find it entertaining to be threatened with liable and slander for I believe a valid unresolved complaint. This should be an open forum and as a disabled vet, I hope still a free country.

Suggestions from your readers are appreciated.