Steve
La Crosse,#2REBUTTAL Owner of company
Sun, June 03, 2007
There are many issues brought up in this report that force me to question the validity of the report. First, I question the validity of report because the complaintant uses what appears to be a false name. The name at the end of the report is Peace. No full name or real name, just Peace. I have checked our records and we have no customer named peace. There is no city or state listed either. The next issue I want to address is where the person says that they believe our reviews were written by friends and relatives. This is not true. We do have a fair number of customer testimonials on our website and all were written by customers, not friends or relatives. We go a step further though realizing that consumers may question some testimonials we have published clinical reports written by surgeons, nurses, physical therapists and wound care nurses. All of these clinical reports have the name of the facility and the name of the medical professional that wrote them. This clinical evidence further substantiates our credibility. The complaintant seems to have a problem with the fact that we update our website regularly. I can't imagine why that would indicate anything but our commitment to providing new and fresh information about our products. Our products are contantly improving and our website improves as well. This is simply good business practice. The person says they received a defective cushion. They then say we told them they were crazy. If I found that one of my employees called a customer crazy they would be severly repremanded and possibly fired so I question this statement. Then they say we provided a bogus account number. This too is quite hard to believe. The carrier would be able to look up and verify our account number if it had been written down incorrectly by the customer. The carriers computers could verify this information very quickly and the correction made seamlessly. They go on to say we shipped them a new cushion system using the same pad but the pad did not work. Here again I find it hard to believe because any cushion system going out the door is thoroughly checked for proper operation before it is shipped. Then they say they received another cushion and they say this cushion finally works. Now they go on to say that the cushion does not look like the pad pictured on our website. We make many different size pads and because there are different dimensions they will look slightly different because they will have a different number of cells for the different sizes. We cannot possibly show a picture of every size of pad that we can make. The important thing is that they all work the same, with alternate cells inflating and deflating together. Our pad is very stable during the alternation just by virtue of the cell shape and configuration. Therapists have commented on the stability of the cushion. This person says that the pad causes a significant rocking motion because one side is inflated and the other deflated and this is quite impossible since alternate cells are linked together. There is no side to side inflation and deflation and there never has been. They go on to say that they contacted us to send the cushion back yet they don't say how long after they received the cushion that they made this call. We have a 30 day return policy so if the call had been made within 30 day of them receiving the cushion system, we would have honored the return. Our return policy is clearly stated in the owners manual. We are the only company that I know of that offers a demo program too so that customers can try our cushion system for 15 days for a very reasonable fee to see for themselves that the cushion system is working for them. They can demo the cushion before they make a full purchase. We have a 1 year warranty on our products and customers can purchase extended warranties beyond 1 year and renew as many times as they wish. After reading this person's complaint, I question the validity of the entire complaint. The customer does not give a real name or location or date of purchase so it appears to me to be a malicious report aimed at discrediting our company. If this were in fact a real customer, I would like to have them contact me so that we could resolve the issue with them.