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Business Profile

Bed Sales

Ergomotion, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bed Sales.

Complaints

Customer Complaints Summary

  • 15 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/08/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have a warranty with this company and I been trying to contact this place and no one has contacted me they avoiding replacing my bed , I cant sleep in now to to accessorie

    Business Response

    Date: 07/11/2025

    Customer has been taken care of 

    Customer Answer

    Date: 07/14/2025





    I am rejecting this response because:



    Regards,



    S****** ******


























































  • Initial Complaint

    Date:03/26/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased the ergo motion 3.0 base in 2017 and it's under a 20 year replacement warranty. The base has completely stop working the maim compensate fried. I've have 90+ emails to them requesting replacing and explaining the problem that the bed is fried I got one response with will send parts you pay 290.00 when the bed is not fixable. They will not answer my calls or emails. I have a 2,000$ bed that don't work and is under warranty and I want it replaced. The bed burnt up. They will not cooperate. I have sent them the serial number and I formation they requested back in November 2024 and here it is March and I still have a non function base.

    Business Response

    Date: 03/31/2025

    Hello T****** I apologize for any inconveniences your base does come with a 20 year limited warranty and all parts are replaceable. We will need you to work with us on troubleshooting to determine the parts needed and  there will be some portion that will need to be paid of parts based on where you stand in the warranty. Looks like one of my leads attempted to call you on 12/09/2024 and left a voicemail. I will have them reach out to you today so that we can resolve your issue. 

    Customer Answer

    Date: 03/31/2025





    Complaint: 23118618



    I have a 3.0 Ergomotion base that is not to old and under warranty that has completely stopped working. Tried all trouble shooting with no avail. I have no phone so email is my only contact.



    Regards,



    T****** ********


























































    Customer Answer

    Date: 04/14/2025



    Complaint: 23118618



    I am rejecting this response because:



    Regards,



    T****** ********







    The base IS NOT FIXABLE. It's fried,  I will not accept parts for as I've stated several times it does not even turn on, we had to literally unplug it cause it was burning. 


















































    Customer Answer

    Date: 04/28/2025

    WHAT IS THE STATUS!!!

  • Initial Complaint

    Date:01/21/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a Quest 4.0 Adjustable Base from Ergomotion on November 22, 2024. The box arrived damaged. Completely open on one end, with loose tape and damage on the other sides. When I removed the adjustable base from the box to set it up, I noticed the base had a hole in the middle that went right through it and that the manufacturer date was 03/2022. Keep in mind, I purchased what I anticipated was a new adjustable base on 11/22/2024!! As a consumer I feel deceived by Ergomotion. The bed frame I received is almost three years old!!! This raises a lot of questions and certainly concerns me with the adjustable base I received. Where has the base I purchased been for the last 3 years? Have the Quest models had defects? Was my frame reconditioned and repackaged? Was it returned and repackaged? Or, has it just been sitting in a warehouse for the last 3 years, due to poor sales. Furthermore, mechanicals (motors, etc.) when sitting idle for a long period of time can lead to diminished capacity and early failure. I reached out to Ergomotion with my concerns. They provided me with a case number and advised that I send them an e-mail with details. I have now sent them two e-mails. The only response in both occasions was an automated one that states... "most e-mails are replied to within 48 hours". However, it has been nearly 2 weeks and I have not been contacted. They claim their first call resolution is 95% compared to an industry benchmark of 70%-75%. That is an easy achievement if they ignore making the first call when it applies to a grievance with merit!! Considering I did not get a "new" adjustable base, I have requested that Ergomotion provide me with one of the following solutions. Send me a new adjustable base. One at least manufactured within the last 6 months. Either the Quest 4.0 or one similar (same features) at what I originally paid for the Quest 4.0...or...Provide a full refund. Again, I have not received any response!

    Business Response

    Date: 01/21/2025

    Hello E***** I will have a representative reach out to you shortly. I apologize for any delays. We do not manufacture product on the spot so current stock can have a manufacture date with in the last 3years. Any product we sell online is brand new and not used. We do use a 3rd party to deliver the bases and sounds like they damaged the base carton and product. Our product is manufactured in China and stored in the USA. Our product does come with a 10 year warranty which starts when the product is delivered so the life span of our product is meant to last. All parts on the base are replaceable so if a new motor is needed or part we will always stock it. I will have a representative reach out and explain you options. 

    Customer Answer

    Date: 01/28/2025

    I thought I had to the end of the day to respond to BBB before the case was closed.  Please note, Ergomotion has reached out to me and we have discussed a couple ways to resolve this matter.  They provided me with a revised resolution this morning.  I replied to them asking for some further clarity and am waiting to hear back from them. I anticipate a final resolution that will be satisfactory.

  • Initial Complaint

    Date:12/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They said this adjustable bed has 20 year warranty but they don't have parts and it's not even been 20 years. They told me I have to buy brand new bed

    Business Response

    Date: 12/13/2024

    Hello after reviewing your case looks like we did offer parts to upgrade your base, the warranty on your product is still valid, based on where you stand in the warranty we will cover 30% of the needed parts as mentioned by one of our agents seeing that you are in the 15th year of your warranty, please let me know if you wish to receive a call back to place the order of parts. 

  • Initial Complaint

    Date:10/08/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased an adjustable Ergomotion frame from Rooms to Go last year to improve my spinal arthritis and the frame recently broke on 9/3. It took until 9/27 to have the frame inspected to start the claim despite having a 7 year warranty. Neither I nor the inspector could get in touch with an Ergomotion representative. I have been sleeping on a broken frame since 9/3 and a mattress on the floor since 9/26. I was told by Rooms to Go and Ergomotion that a frame replacement can take 4-6 weeks, despite already spending over 4 weeks to get my claim processed and accepted. I have had to buy a new frame myself, as sleeping on the floor has resulted in additional back pain, pulled muscles, and bruises.

    Business Response

    Date: 10/15/2024

    Ergomotion was notified of the base needing to be replaced 10/01/2024 and a replacement was submitted on this date. A replacement has already been initiated and the time frame is 3-4 weeks.  

    Customer Answer

    Date: 10/17/2024





    Complaint: 22390865



    I am rejecting this response because:

    The information presented in their response is incorrect. As previously stated, we have been trying to get in touch with Serta to start a claim on the broken bed frame since September. There were multiple calls to Serta from me and their inspection partner on September 25 alone.

    We were told by Fortegra that once the claim is approved, we will receive a frame replacement in 4-6 weeks. As recently as October 3, I and a Fortegra representative attempted to contact a Serta lead representative who has yet to follow up about the expected replacement delivery or reimbursement for the box store frame we had to purchase for mobility and safety reasons. Evidence of bruising is unable to be attached to this complaint but can be provided as needed.

    At the time of writing this, Serta has yet to contact me directly to confirm the claim status or delivery date.


    Regards,



    **** J


























































    Business Response

    Date: 10/17/2024

    Hello I apologies for all the delays you had to go through, Serta and Ergomotion are seperate company's. When it comes to any warranty with the base the customer is responsible to contact the manufacture with any issues related to the product directly. The product comes with a warranty card that informs the customer on what to do should they have any issues with the product. Ergomotion has no control on when the customer contacts the incorrect company to start a warranty claim, in your matter looks like you reached out to the store then Serta then your case was sent over to Ergomotion. Rooms to Go and Serta do not share same systems with Ergomotion. Once Ergomotion received your case we did follow our protocol to replace your base in a timely matter. Unfortunately Ergomotion cant offer any refund as the product was not purchased directly through us, you will need to reach out to Rooms to Go to see if they can assist in this request. 

    Customer Answer

    Date: 10/17/2024





    Complaint: 22390865



    I am rejecting this response because:

    Rooms To Go referred us to several of its partner companies to replace the bed frame, including Ergomotion. We are aware that you are business partners and not the same company. The number we were given that we were unable to contact a representative with was (888) 550-3746, which is the Ergomotion consumer service and warranty support line. Please refer to the call logs on September 25 to cross reference my claim. We also spoke with Leanne, one of your representatives, who said a lead representative would get in touch with us. Refer to call logs on October 3 to cross reference. As we mentioned before, we have not heard from an Ergomotion lead representative; only from the Fortegra solution specialist Torreon. We have received more correspondence from you through this Better Business Bureau complaint than we have since the bed frame broke on September 3. We expect to be reimbursed for the injury as a result of the broken frame and the frame purchased as a last resort when your company was unreachable. The thigh bruising is attached and medical records of my disability, as well as the decrease of my mobility as a result of the broken frame and sleeping on the floor, can be provided.



    Regards,



    **** J


























































    Customer Answer

    Date: 10/18/2024

    We are providing a transcript of our communication with Ergomotion, provided by Ergomotion on October 18, disputing the communication claims in their previous response to us. At the time of this follow up, the replacement frame has been delivered and Ergomotion failed to provide a delivery date, confirm the delivery date with us, setup the frame replacement or dispose of the broken frame per my warranty agreement.

  • Initial Complaint

    Date:09/23/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I reached out to Ergo at the end of Aug because our adjustable bed would not lay flat. Come to find out the wrong screw was used at set up and also not all screws were put into the frame. Ergo sent out replacement screws and a video on how to correct the problem. The screws will not fit properly because the bed was manufactered incorrectly. It appears to be an issue with the welding possibly. I have sent many photos and videos to Ergo and Ashley. Neither want to take responsibility. They both blame each other. They will not send anyone out to look at it and they will not send a replacement. Now we are stuck with a broken adjustable frame with a dip in our bed and our backs are killing us. We also have a 10 yr warranty but they are refusing to assist as well saying it is Ashley and Ergo. All I want is for Ergo to do the right thing and send us an adjustable base replacement that is manufactured and installed correctly. I am the customer who spent $1600 on this item. I want it to work correctly.

    Business Response

    Date: 09/23/2024

    The retailer is responsible for the damages that occurred. The base was not installed  properly. Bolts that should have been installed were not and caused damage to the center frame. Ergomotion did send bolts but due to the base being used without them caused the frame to bend unfortunately this is not a manufacture defect issue. Please see notes from one of our leads below we informed the retailer: 

    Spoke to store rep and they will send email to Ashley HS CS to assist with getting the store to replace the base. 
    F***** **

    Customer Answer

    Date: 09/23/2024





    Complaint: 22323561



    I am rejecting this response because:

    I am the customer this is in no way shape or form my fault. I told Ergo about this issue immediatley. They told me I had to fix it on my own. They couldnt send anyone to look at it or fix it unless it was mechanical. I reached out to Ashley and their customer service department multiple times and as soon as a few min ago. They are saying it wasn't their fault that it is Ergo. They won't do anything for us and neither will Ergo. This is an unacceptable response and not a solution. I can also look back at some of the other reports and see where others have had similar issues with Ergo, so it seems to be something you just brush off. Either way I want a new adjustable base that works and is installed correctly. At this point our matteress will be damaged and our backs. 





    Regards,



    S******** *********


























































  • Initial Complaint

    Date:03/27/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased an Ergo Motion adjustable bed on September 8, 2017. It came with a 10-year warranty. Or so I thought. Just recently, the bed's footer has malfunctioned, not fully receding back to a flat position. The company asked me to take photos of the bed frame's underside and provide a receipt of purchase, which I did. I was told someone would be getting back to me to provide a resolution. After a week of not hearing back, I called them and was told that, based on the photos I sent, the issue was a result of improper installation by the retailer who delivered and set up the bed--seven years ago. So now, all of a sudden, after seven years of proper functioning and use, the faulty installation is to blame? Adding insult to injury, I was then told that a "KD Kit" was not installed and that they would send it to me for $57, and I would have to install it myself. Furthermore, if the kit isn't the issue and/or doesn't resolve the problem, there are no refunds/returns. Obviously, this is an unscrupulous company that conducts unethical business practices.

    Business Response

    Date: 03/27/2024

    Based on the review of the recorded call, the notes and the pictures provided by the customer, we have concluded that the KD Install Kit was not installed by the retailer at the time of retailer delivery and setup.  

    Proper delivery and setup of the product is the responsibilty of the retailer who sold and delivered the product, and not a responsbility of the customer.  

    As a result, we well be sending the the customer a KD Install Kit at no charge as well as dispatching a technician to install the kit.

  • Initial Complaint

    Date:01/11/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Bought matress base through denver matress in november 2022 and recieved in january 2023 . The power quitworking so the matress in october 2023 it will no longer move up or down. I attempted to file claim as i have 20 yr warranty. I have hardly any responses and they keep asking for pictures. There is no damage externally it is the internal mechanical that is not working. It has been 4 months and still nothing do not buy this company is horrible.

    Business Response

    Date: 01/11/2024

    Thank you for taking the time today to speak with Alfredo in our Customer Service Team. 

    Alfredo will be in contact with you through the process and keep you updated with details about the replacement.

    Thanks,

    Ergomotion Customer Service Team

  • Initial Complaint

    Date:01/10/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been trying to get the control box replaced even if it costs me money.
    When you call his business the wait time is no less than 30 minutes and up to just over an hour.
    They sent a control box that cost me 67 dollars even with a 20 year warranty. The plugs don't match with the base I have which the company has the serial number for. When I called last week I got a
    female instead of a male, she was pretty dumb. She said that it IS the correct item and she would
    send me instructions in my email. Well, she sent me a copy of the owners manual which I have had
    since buying the bed in 2017. Very rude, almost yelling at me that it was the correct part and that I
    was just not doing it correctly. Grrrrrr I am on hold once again and thought it was time to mention how horrible customer service is. The price people pay for a bed and then to get this type of help is very bad.

    Business Response

    Date: 01/11/2024

    Hi,

    Customer indicated that they would send pictures of the issue with the input cord, but we have not received them. 

    We have reviewed the claim as well as the list of replacement parts that were shipped. 

    The customer was shipped an upgraded control box along with all of the cords for compatibality, including an input cord that is compatible with the new control box.  

    Ive also attached here the instruction guide on how to change out the parts.  

    Customer Answer

    Date: 01/11/2024





    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 21114722, and find that this resolution is satisfactory to me.




    Regards,



    K***** ******








































  • Initial Complaint

    Date:12/20/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had previously called Ergomotion to request a new remote bc mine wasn't functioning/not responding to troubleshooting by company. They advised that they would send a replacement, but said it was backordered due to Covid. I waited for over a yr & never rec'd it. When I 1st called, I was inside the 2 yr warranty, which was why they agreed to replace it; however, during the time I was waiting, I became disabled and required 4 significant surgeries. I followed up several times, but each time, I was told that it was still on backorder. In Nov 2023, I realized that I had still never rec'd it & contacted Ergomotion on 11.16.2023. I spoke with a female & I explained why I couldn't follow up sooner. She said they would not replace it because they previously sent one. I asked her for proof it was delivered & was told that there was no tracking info. On 11.19.2023, I spoke with MattressFirm, where I purchased the bed. I was told to call Ergomotion back because it was BS that they wouldn't replace it being that I called within the warranty period & never rec'd it. I followed up again & after being on hold for 1 hr, 7 min, I spoke with a female & asked to be transferred to a supervisor. I was transferred to C***** *******, (CS Lead) & explained my situation. He stated that they would replace my remote, but they wanted a ridiculous amount of $$ for shipping, which seemed like it was more the cost of the remote than shipping bc that remote can fit in a small padded envelope, which costs maybe a few dollars to mail. I then asked for his supervisor’s name & title and to speak with him. He stated that it was A****** Gavilanes, CS Manager. I asked why they were charging me. He said because it was after the 2 yr expiration. I advised that I made my claim before the expiration. He did not care. I asked for the name of the top person at the co. & he said that A****** was the main person. I advised him that someone had to hire A****** & asked who that was. He refused to tell me.

    Business Response

    Date: 12/20/2023

    Im so sorry for the experience that you had.  

    We will ship out a new remote at no charge this week.

    Thanks.

    Customer Answer

    Date: 12/20/2023





    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 21034921, and find that this resolution is satisfactory to me.




    Regards,



    T***** ********








































Ergomotion, Inc. is NOT a BBB Accredited Business.

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