Action: Man wants money back for magnetic mattress

I am having a problem with a company called Natural Health Alternatives in Cocoa Beach. The company manufactures magnetic mattresses, car seats and vitamin supplements.

On Jan. 2, my wife and I attended a luncheon presented by Natural Health Alternatives and listened to a sales pitch in which the mattresses were offered risk-free for one year. The pitch was that we could cancel credit card purchases within one week if we changed our minds, and if we were not helped by the mattress, we could return it for a full refund within a year of purchase. We bought a queen-sized mattress at a discounted price of $1,057.88, including tax. The mattress did not help our arthritis; it seemed to make things worse.

On April 26, I sent a registered letter to Natural Health Alternatives stating that I was not satisfied and I wanted instructions for returning the mattress. The company sent the instructions, which I followed, and the mattress was returned. I received confirmation from the factory that the mattress had been received and a refund would be sent within six to eight weeks.

I began making inquiries about my refund on Aug. 1 and always got the answer that my check was in the mail. Now my calls are refused and I'm transferred to an answering machine. Can you help me? Jon Hamilton

Response: Betty Gunn, manager of customer service for Natural Health Alternatives in Cocoa Beach, apologized for any inconvenience and said a check for $888.88, the amount of refund you are due, was mailed to you.

You may be one of the lucky ones. Shortly after hearing from Gunn, we learned that the company has gone out of business. When Action received four complaints about missing refunds in one day, our suspicion was raised. We contacted the Better Business Bureau of Central Florida. It had received 25 new complaints against the company within three days. A sharp increase in complaints, particularly about refunds not being made, can be a sign that a company is in financial trouble. Bob Buchner, assistant attorney general in Fort Lauderdale, confirmed that the company has closed.

We suggest that readers who returned the mattresses and paid by credit card immediately write to their credit card companies, even though doing so is no guarantee the refunds will be forthcoming. Also, results can vary depending on the credit card company. Send the letter return receipt requested. At this point, we do not know the situation for cash-paying customers, although Buchner said the company has indicated it intends to make at least partial refunds. We will keep you posted if we get additional information about Natural Health Alternatives.

All booked up

I have been trying to sever a relationship with North Light Book Club of Islip, N.Y., since June 2000, to no avail. According to North Light, any member who does not order books for a period of six months will automatically be dropped from its mailing list. Having been a member for several years, I had all the books I needed and did not want any more. For more than six months, I returned all selection cards marking the appropriate box, "send nothing this month."

I continued to receive monthly selection cards, plus a bill for a book I never ordered and never received. On July 6, 2001, I wrote to say I did not want any more books. I received two more unordered books and selection cards, plus monthly statements. I returned the books and the statements unopened and marked "REFUSED."

In late October, I received another unwanted book. In desperation, I consulted our postmaster, who advised me that any unsolicited merchandise received through the mail can be treated as a gift and that keeping any additional books I might receive should put an end to the matter.

On Nov. 3, I sent North Light a copy of the information obtained from the postmaster, with a note of my intention to keep any additional books as gifts. I sent this by certified mail, along with a copy of my July 6 request to be removed from the mailing list. Still, I received another book in December. I kept this book and the previous one, on the advice of the post office.

On Jan. 24, I called the North Light customer service office asking for assistance in settling this matter. I talked to someone named Mary Ann, who assured me she was taking care of the problem. She apologized for the inconvenience and said she had canceled my membership and my account balance was zero.

I have received a statement in the amount of $55.80 every month since then, with the latest statement threatening legal action. I hope you can help. Mrs. Robert Welch

Response: T. McKinley, customer service specialist with North Light Book Club, apologized for the delay in handling your problem. Your account has been canceled and the balance of $55.80 cleared off your account.

-- Action solves problems and gets answers for you. If you have a question, or your own attempts to resolve a consumer complaint have failed, write Times Action, P.O. Box 1121, St. Petersburg, FL 33731, or call your Action number, (727) 893-8171, or, outside of Pinellas, toll-free 1-800-333-7505, ext. 8171, to leave a recorded request.

Requests will be accepted only by mail or voice mail; calls cannot be returned. We will not be responsible for personal documents, so please send only photocopies. If your complaint concerns merchandise ordered by mail, we need copies of both sides of your canceled check.

We may require additional information or prefer to reply by mail; therefore, readers must provide a full mailing address, including ZIP code. Names of letter writers will not be omitted except in unusual circumstances. Letters may be edited for length and clarity.

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