"On 7/4/19, I called Bedplanet and spoked with Tanner Carden. He was courteous and helpful when I ordered the Glideaway Odessa with an elevation kit, remote control and the high profile legs that was not an option on the pull down menu. The white glove delivery service was on 7/22/19 in the morning. The comfort base had a small puncture but it was cosmetic and the driver noted it as a concealed damage. The set up took about 40 minutes; this was the first time they assembled a base with an elevation kit. The remote control worked after syncing and delivery men left. In the afternoon, I emailed Tanner a photo of the puncture and then later sent another email describing the lowering cycle of the head section dropping like a sack of potatoes that occurred randomly. Tanner reported these issues to Glideaway and a claim number was generated. On 8/1/19, videos of the of motors showing the defect were captured and submitted to Tanner and he forwarded them to Glideaway. On 8/7/19, a technician replaced the power supply, head and elevate motors. After the repair, the elevate motor was louder during lift cycle. The following morning I emailed Tanner another video capturing the same defect and I inquired about returning the comfort base back to Glideaway. Tanner requested Glideaway to send a replacement base. Like on the phone, Tanner was courteous and helpful by emails. On 9/3/19, the 305-pound replacement base was delivered on a pallet in the garage. Around 6:00 PM, the same technician arrived by himself in a Lexus. After telling the technician to remove the elevation kit to lightened the load, we temporarily moved the defective base in the master bedroom. There were construction workers remodeling across the street and the technician paid them to move the replacement base in the second floor bedroom. The technician was unable to convince the construction workers to move the defective base in the garage and they left around 7:30 PM. By 9:00 PM after we assembled the elevation kit, the base was placed on an aluminum work platform and two chairs to keep the legs from being damaged when it was turned right-side up. On 9/11/19, the technician and a U-Haul driver removed the pallet, boxes and elevation kit from the garage and the defective base from the master bedroom that should been removed on the day of the assembly of the replacement base according to Glideaway. At present, the replacement base is working smoothly. The high profile legs allowed me to place a 14-inch high subwoofer under the base as planned. I placed a trimmed clear self-adhesive cabinet bumpers on the underbed lights and flashlight buttons on the remote control for easy access in the dark. It would be nice to have another massage motor and quieter on the foot section. Thanks Tanner for the help and support."