Express Hospital Beds

I purchased a hospital bed from them in November 2021 and paid money for a three year service contract. There is a problem with this bed and I called customer service who hangs up on me.

Then I call sales department and he says he knows all about the problem but cant help me. Connected me back to customer service who now doesnt pick up the phone.

I have had several issues with this bed and its always the same. Now what do I do

Actually what I am writing now is only to reiterate what I have called Express Beds about for several weeks now, but for also notifying the BBB on the lack of customer service. However, I am posting again in the event others are not aware of the deplorable lack of customer service and the hoops one must jump through in the hopes of a resolution to issues.

Less than 3 yrs ago I bought a bed and mattress for approximately $2500, plus the additional fee for In-Home-Service; the mattress itself came with a 5 yr warranty. I also paid extra for the 'white glove delivery'. However, the mattress began failing within the first 18mo or so, but I didn't call to report this being defective. As the mattress continued to worsen I did call, repeatedly relentlessly and even had pleasant enough conversations with Travis that it was 'being taken care of and my mattress being replaced was on its way to be delivered by FedEx.

A week goes by and no mattress, I call again, same story. Finally, on the 3rd/4th try I did say that should this not be resolved promptly I would contact whomever it needs to be to get a resolutionin good faith. No results.

Therefore, I contacted the BBB first and should this not be sufficient I WILL contact the Corporate office of Express Hospital Beds with my complaint. No doubt acquiring a refund would be just as difficult as being sent a replacement mattress.

Service was good when I ordered the bed for my 93-year old Mother in the March of 2019. They dealt effectively with numerous delays and delivery issues.

However, since the bed was delivered in June 2019, there has been no Customer Service whatsoever. I purchased the Worry-Free Service Contract, but turns out it is not so worry-free. The bed is great, but the Product paperwork says filter on the pump must be cleaned every 6 months. Unfortunately, there is no information about how to do this.

I did an exhaustive search on the web for instructions, but could not find anything. This should be an easy task, but the filter location is not intuitive and I do not feel comfortable dismantling the pump beyond the casing and exposed wiring. After multiple calls and e-mails, Express Hospital Beds failed to provide detailed filter cleaning instructions as promised, and they refused to set up a service call. They referred me to the pump manufacturer for assistance; however, the pump manufacturer was not helpful either.

I requested a refund for the service contract I purchased, but now they are completely ignoring me. I am not a mechanic or a technician. Have been trying to figure out how to clean this filter since December.

VERY DISSAPPOINTING AFTER SPENDING $4500 ON THIS Upgraded Carroll CS7 Hospital Bed with Medline 3000 Alternating Pressure Pump BED!! I have resorted to buying a spare pump in case something goes wrong with the Medline 3000 alternating pump I purchased from Express Hospital Beds.

Run away from this company as they are scam artists and their "customer service" is far from it. Purchased a $2,500 bed and when it showed up at the house they refused to "deliver" it as you would expect.

Instead they were going to leave it in the driveway. A call to this joke of a company reveals if you want it "delivered" you had to pay an ADDITIONAL $250. If you refused delivery these scam artists would charge you almost $1,000 for "restocking". Read the reviews, they are infamous for this kind of bait and switch.

When you call them they are rude, condescending and total jerks. Contacting our credit card company as we speak to file a fraud claim.

We purchased a bed from Express and from the great customer service to the very fast shipping we were very happy with our experience. We called the salesperson about Pissed Customer (This is a site strictly for those who are all about venting their problems) and the salesperson explained that Express does everything they can to make sure their customers are happy.

We still decided to go with Express since Invacare told us they were the best company to go to for beds. I am so glad we did. The salesperson was so helpful in finding us the right bed and the process was so easy. Ordered and had tracking the same day.

We received the bed in 4 days and there isn't one complaint here.

Just wanted to let you know. Thanks Express

Bed was delivered by FedEx Freight all coordinated by the seller, Express Hospital Beds. FedEx arrived to deliver at my residence but said we needed to unload the 275 lb shipment ourselves. No one warned me of this ahead of time when I purchased and paid for the hospital bed by phone. I had arranged for someone to be at my home when this delivery was made since I couldn’t take off from work. FedEx told them they could use their lift gate to remove the bed from their truck to complete the delivery but at a charge that would be billed. Having no other option the person accepting delivery agreed after not being able to reach me by phone at work and had to sign off. After FedEx Freight left and I was reached by phone I was informed that there were extra charges incurred to unload the medical bed from the truck which completed the delivery. I called Tom the salesman who sold me the bed and complained about the additional unloading charges explaining he did not inform me of this when I made my purchase with him by phone. I also reminded him the shipping and delivery was quoted to be free. In the end he agreed that “if” FedEx were to bill me (and stressed that they shouldn’t” because he should be billed by FedEx) to send him the bill via email and he would reduce and refund the charges from the original purchase price of the hospital bed. I received a FedEx freight bill for $129 a few days later. I sent Tom the bill and an email reminder of our agreement. He did not reply. I called him a few days later and said he received the email but not the FedEx bill I had attached. Which I knew was a stall tactic. I resent the bill within minutes and he verified he received them and promised to pay the bill by the end of the day, which was the due date. We agreed I would call FedEx the next day to certify the bill was paid and when I did FedEx verified Tom at Express Hospital Beds had NOT paid the bill. I was lied to. What I also learned is Express Hospital Beds appears to be a middleman consigned who buys the beds from other companies and intentionally listed the delivery terms as “collect” when originally filling out the FedEx shipping info. The FedEx invoice I received states Bill to/Payment due from: Express Hospital Beds, LLC and listed their account number, with my residential address. Yet they will not pay the bill as agreed per our telephone conversation.

FedEx states the person who was at my home (and accepted delivery) signed off to having them unload the hospital bed which Express Hospital Beds advertises as “Free shipping and free fast delivery” on their website.

Be aware, FedEx and likely other carriers only care to get paid based on how the shipper/seller fills out the shipping label which you do not have control over. I Freight delivery only means they arrive with the product to your residence but it does not include unloading if the seller/shipper wrote the shipping terms to be Collect. Such as in my case.

If you intend to purchase a hospital bed, due yourself a favor and use a reputable company that will disclose any additional charges upfront and not surprise you with their dishonest tactics upon delivery, then continue to lie to you when speaking to them directly and also stop taking your calls. Which has also been my recent experience. Stay away from purchasing from this company!!

Listen to all the reviews posted about this company as I also had items missing from my initial delivery which I had to contact the company to rectify... If you use this company be prepared to be able to unload your own products or pay extra. l only wish I would have been informed of this by Express Hospital Beds when I placed my order.

Angry customer

We ordered this bed when my mother came to live with us after rehab. The 5-7 business days turned into 2 weeks.

After a fiasco of not receiving the bed when promised, the headboards arrived a month later after many calls questioning where they were. The day before they arrived, I called and asked when they would be coming, and was told they didn't have any shipping information on them. They arrived the next day. There was no notice, no heads-up, no words, no email update.

After that disappointment, we find that he bed has clicking noise issues that they have not addressed, despite may calls. I was told MANY times that a technician would contact me within 24-48 hours, but still to date there has not been a call from a technician. I have left many messages, I have talked directly to Tom (customer service, yeah, right).

Do yourself a favor and purchase from another company. This business will be reported!

I am surprised to find out that my review was not posted. The link was sent to my email for a product review and I submitted it right away on October 22, 2017.

The incident occurred mid march 2017. We ordered c3 bed for my 85 year old mother who fell and injured her back. The bed came fairly quickly within a week. Within the first 2 weeks, the bed stopped functioning correctly.

This happened at 2 am when I had to give my mother her pain medication. We elevated her bed so she can sit straight up to take the medicine. We could not lower the head portion after that. It got stuck in the elevated straight up position and I had to call for help to transfer my mother to a regular bed.

It was a challenge to get help during this time of the day and my mother was hurting since she had to sit up straight for a long time before my relative showed up to help. I contacted james about the problem and was offered repair. I wanted to return the bed due to the defect and did not want to go through the same problem again. They said it will take a week to do the paper work and they will email the information.

I called them about 3-4 times a week regarding the return info and never got a call back. I spoke to James or Tom once or twice during 8 weeks period of phone calls. They are so unprofessional do not treat customers with dignity. Empty promises and lies after lies.

I finally reached out to the manufacturer and the lady there helped me with the paperwork for the return. She was so helpful and I was grateful for what she did. I finally got my refund sometimes in June . It was a night mare for my family.

Please stay away from this business.

They have little knowledge of the products they sell and do not provide good customer service. I do not recommend this vendor.

Bed is OK. After service is non-existent.

They refused to send anyone to my 83 year old relative's house when after only three weeks the bed was malfunctioning. Rude and dismissive they were, One man said I will handle this for you. Never heard another word. Very sorry I purchased from them.

Once they have the money, forget it. The delivery was slow and not express as I paid for.

Very disappointed in this company. We had to get someone to come in and do the repairs needed, One man told his wife of 81 to get under the bed and listen to what it sounded like as he was NOT coming to service.

The 4-6 week delivery turned into 4 months, months we had to pay for a rental bed when the credit card had already been charged. When it arrived, they sent incorrect pieces for what we requested.

The technician left with the incorrect pieces, so we did not even have that much. Then it was like pulling teeth getting them to respond back to us. After threatening action with the BBB, they did agree to credit us for the months of renting a hospital bed elsewhere, and assured me a new component would be on the way. Nope.

Then I was promised a check for $500 because we were never given the piece which was ordered and promised. Nope. Now they just don't respond. These folks will lie straight out about where products are and what has been done as far as ordering, shipment, etc.

I can't recall how many times we were told the bed/mattress was shipped and on the way.

Total swindlers. Stay away.

Usually when you need a hospital bed, it is not a good situation and these people don't make it any easier. Don't buy from them.

I ordered an urgently needed new bed mattress for my elderly mother. Although they say they offer "fast and free" shipping, they don't. After 3 days they still had not shipped the mattress. I called them and told them I needed it urgently and offered to pay an expedite fee.

All they said was that they "hoped" they might get the mattress shipped out that day but couldn't tell me for sure. When I told them I needed it shipped that day, instead of offering to expedite they offered to cancel my order.

I told them I don't want to cancel, I want the mattress!!!

Customer service non existent with these folks and if I didn't need this so urgently I would order elsewhere.

LIARS,TERRIBLE COMPANY...No Compassion