America's Mattress

? I am rejecting this response because: we do not want to do any business with Mr [redacted] for reasons stated in our previous responseI would like to point out that we did follow the instructions on the Serta Mattress Warranty which indicate to "contact the Serta dealer from which we purchased the set." (See attachment) So Mr [redacted] was incorrect in stating we were to contact Serta instead of himIn addition, he was also incorrect when he told us when we purchased the mattress that we had a year warranty when it turned out to be years

I am writing in reference to claim # [redacted] This customer purchased a full size mattress set from our [redacted] New York location on 06/18/This mattress set was ordered from the manufacturer and delivered to the [redacted] locationThis mattress set was to be delivered on July 1st Our delivery team had ran into a few "fitting" issues earlier in the day and this customer was called to let them know the delivery was running a little behindThis customer did not want to wait for the delivery that day as they "had been waiting all day"The delivery was rescheduled for the following day 7-2-Unfortunately shortly after her canceled delivery our delivery team accidentally delivered this customers mattress set to another customerI had advised the customer the morning of the 2nd of the dilemmaI asked this customer to visit the store for a refund or to try out another product that we had in stock as this customer did not want to wait the week it would take to reorder her original mattress setUpon arrival to our [redacted] location I informed the customer that I would upgrade her to a queen size at no charge for the inconvenience (a $upgrade at no charge to her)I would also upgrade the customer to queen size mattress encasements at no chargeThis customer and her daughter both tried out the mattress set that I had available to deliver right away Both the customer and the daughter were happy with this mattress set as they tried it out in storeThis customer showed interest in a pillow that was on display and I offered an apology for her experience here at the store and allowed the customer a free pillowI personally delivered the new mattress set and covered the new mattress and box with the mattress encasements This customer was happy with our service when I left her residenceThe following day the customer called the [redacted] NY location stating that she received the wrong size mattressA follow up call on Tuesday morning (closed 4th of July) was made to assure the customer that the size she received was indeed correctThe customer agreed but claims the mattress set in uncomfortableOur store policy is that we cannot return a mattress set due to comfort issue as we cannot resell a used mattressOur customers trust that they are purchasing a product that has never been in another customer's homeThis is our store policy for hygiene reasons and is posted on the wall at the storeWe will however assist any customer in a valid warranty claim and if need be return the product to the manufacturerThis customer does not have a valid warranty claim against defect in workmanshipThe mattress set that was purchased by this customer has a ten year warranty and I had told the customer for proper support and to keep her warranty she would need more support in her bed frameAgain at no cost to this customer I offered a free bed frame as an extension of our apologies that the original delivery was not madeThis customer tested the mattress in store and was very pleased with our service until she slept on the mattress and felt it was not comfortableUnfortunately Americas Mattress cannot refund or return the mattress set after it has been in a customer's homeAmericas Mattress feels that we have gone above and beyond for this customer with upgrades and no charge merchandise in an attempt to offer customer serviceAny questions please feel free to contact meSincerely, Ron B Americas Mattress ###-###-####

On June 2, [redacted] brought the vehicle to me for diagnosticsMy diagnostics was a code 22, TCC circuit malfunctionIn accordance to factory technical manual it was diagnosed as an internal issueAt that time we recommended removing the original unitCustomer declined repairing the original unit due to the cost involved and asked could he bring us a used transmission to installUpon receiving the first used transmission that he supplied around June 8th, 2016, it had a defective internal linkage assemblyWe noticed this and recommended not installing it, he agreed and picked it up to bring us another oneThe second transmission he brought had been dropped on the pan prior to us receiving itCustomer was aware and asked us to change the panDuring our pan exchange, we found internal wires crushedWe repaired the wires at no cost to the customer, customer aware, and installed the customer supplied second used unitFinal road test on that transmission had set a code 7, that code definition is a turbine speed sensorContacted the customer and told him we needed to replace that sensorHe supplied one from a used unitAt the time of receiving the replacement part from the customer, we went to push the vehicle into the shop and noticed it had been broken into, stereo missing and other possible personal itemsUnaware of all the contents, we contacted the customer to come to the shop, verify what was missing and file a police reportAfter police report was made, final road tested the vehicle transmission worked correctlyWe deeply regret that his vehicle was vandalized, this is beyond our control and as posted, shop is not responsible for items left in the vehicle

Complaint: [redacted] I am rejecting this response because:I Recommended to the owner initially that they check the transmission for the electronic errors because I believed that there was nothing wrong with the transmission and informed him that it was reading a code I told him that I had replaced the speed sensor on the transmission with a used oneI also told him that according to the chart that the problem could be one of about 6-thingsHe called me back and stated that he got a code and that the transmission needed to be replacedAlso there was no sign posted saying that they were not responsible for property and I was not made awareThere was a sign that said hour video surveillance as the officer that came out to take my sworn statement asked if their was video footageHe was told that the cameras did not workThe unit that I have was misdiagnosed from the beginning and still does not work Regards, [redacted]

We were introduced to this vehicle with a hold light flashingA lot of trouble shooting manufacture literature states to perform a self test through the ignition system, ACC positon, O/D off and on, gear range selector moved to drive position, key off and on, etcThis transmission in question has very popular, found in the Mazda's, Nissans 240SX, 300ZX, Pathfinders and pick-upsTo obtain the code these manufactures have you obtain the count, the judgement flickers through the power light for self diagnosticsWith this in mind, the early mech system can be easily mis-diagnosed with a possible combination of or more misleading codesSo? we may understand why the customer is confused on codesOur tests are performed with a SnSolus per Mazda factory manualThe code we obtained was 22, converter clutch circuit fault on the original transmissionAs stated before, we were given two used components to try and solve the customer's problemMr [redacted] stated he had changed the speed sensor and replaced with a used componentThis could very well still have an effect on correct operationDue to how we feel about customer service we would be glad to check it out for the issues it is having at this time

If *** Doesn't Want to work with me, I Cant inspect her mattress to see if there is a warranty issueI never lied about our Warranty Process and how Serta and America's Mattress handles our warranty claimsI also never mislead her about their warranty on her mattress, all warranty information is connected to the mattressShe was told that the Life expectancy of her mattress was to years with a to 10% BreakdownWe do Breakdown Tests on all of our product to see how long with everyday use the mattress should lastI'm the authorized Serta Dealer in the Bismarck Mandan Area and I handle the warranties for SertaIf they won't work with me I can't resolve this situation with their mattressI contacted my Serta Rep and Told him what was going on and he said that She needs to let us inspect her mattress for any warranty defects or she has to find another Serta DealerThe Main problem with that option it is, it is up to that dealer if they would like to help *** beings they aren't the dealer that sold it to herI could of had this handled weeks ago, but if I'm not allowed to bring my team to inspect the mattress for any warranty defects I can't help *** out with her warranty claim. Sincerely,Dustin M***

If *** Doesn't Want to work with me, I Cant inspect her mattress to see if there is a warranty issueI never lied about our Warranty Process and how Serta and America's Mattress handles our warranty claimsI also never mislead her about their warranty on her mattress, all warranty information is connected to the mattressShe was told that the Life expectancy of her mattress was to years with a to 10% BreakdownWe do Breakdown Tests on all of our product to see how long with everyday use the mattress should lastI'm the authorized Serta Dealer in the Bismarck Mandan Area and I handle the warranties for SertaIf they won't work with me I can't resolve this situation with their mattressI contacted my Serta Rep and Told him what was going on and he said that She needs to let us inspect her mattress for any warranty defects or she has to find another Serta DealerThe Main problem with that option it is, it is up to that dealer if they would like to help *** beings they aren't the dealer that sold it to herI could of had this handled weeks ago, but if I'm not allowed to bring my team to inspect the mattress for any warranty defects I can't help *** out with her warranty claim. Sincerely,Dustin M***

On June 2, *** *** brought the vehicle to me for diagnosticsMy diagnostics was a code 22, TCC circuit malfunctionIn accordance to factory technical manual it was diagnosed as an internal issueAt that time we recommended removing the original unitCustomer declined repairing the
original unit due to the cost involved and asked could he bring us a used transmission to installUpon receiving the first used transmission that he supplied around June 8th, 2016, it had a defective internal linkage assemblyWe noticed this and recommended not installing it, he agreed and picked it up to bring us another oneThe second transmission he brought had been dropped on the pan prior to us receiving itCustomer was aware and asked us to change the panDuring our pan exchange, we found internal wires crushedWe repaired the wires at no cost to the customer, customer aware, and installed the customer supplied second used unitFinal road test on that transmission had set a code 7, that code definition is a turbine speed sensorContacted the customer and told him we needed to replace that sensorHe supplied one from a used unitAt the time of receiving the replacement part from the customer, we went to push the vehicle into the shop and noticed it had been broken into, stereo missing and other possible personal itemsUnaware of all the contents, we contacted the customer to come to the shop, verify what was missing and file a police reportAfter police report was made, final road tested the vehicle transmission worked correctlyWe deeply regret that his vehicle was vandalized, this is beyond our control and as posted, shop is not responsible for items left in the vehicle

I am rejecting this response because:
we do not want to do any business with Mr*** for reasons stated in our previous responseI would like to point out that we did follow the instructions on the Serta Mattress Warranty which indicate to "contact the Serta dealer from which we purchased the set." (See attachment) So Mr*** was incorrect in stating we were to contact Serta instead of himIn addition, he was also incorrect when he told us when we purchased the mattress that we had a year warranty when it turned out to be years

I am writing in reference to claim # ***This customer purchased a full size mattress set from our *** *** New York location on 06/18/This mattress set was ordered from the manufacturer and delivered to the *** *** locationThis mattress set was to be delivered on July 1st
Our delivery team had ran into a few "fitting" issues earlier in the day and this customer was called to let them know the delivery was running a little behindThis customer did not want to wait for the delivery that day as they "had been waiting all day"The delivery was rescheduled for the following day 7-2-Unfortunately shortly after her canceled delivery our delivery team accidentally delivered this customers mattress set to another customerI had advised the customer the morning of the 2nd of the dilemmaI asked this customer to visit the store for a refund or to try out another product that we had in stock as this customer did not want to wait the week it would take to reorder her original mattress setUpon arrival to our *** *** location I informed the customer that I would upgrade her to a queen size at no charge for the inconvenience (a $upgrade at no charge to her)I would also upgrade the customer to queen size mattress encasements at no chargeThis customer and her daughter both tried out the mattress set that I had available to deliver right away. Both the customer and the daughter were happy with this mattress set as they tried it out in storeThis customer showed interest in a pillow that was on display and I offered an apology for her experience here at the store and allowed the customer a free pillowI personally delivered the new mattress set and covered the new mattress and box with the mattress encasements. This customer was happy with our service when I left her residenceThe following day the customer called the *** *** NY location stating that she received the wrong size mattressA follow up call on Tuesday morning (closed 4th of July) was made to assure the customer that the size she received was indeed correctThe customer agreed but claims the mattress set in uncomfortableOur store policy is that we cannot return a mattress set due to comfort issue as we cannot resell a used mattressOur customers trust that they are purchasing a product that has never been in another customer's homeThis is our store policy for hygiene reasons and is posted on the wall at the storeWe will however assist any customer in a valid warranty claim and if need be return the product to the manufacturerThis customer does not have a valid warranty claim against defect in workmanshipThe mattress set that was purchased by this customer has a ten year warranty and I had told the customer for proper support and to keep her warranty she would need more support in her bed frameAgain at no cost to this customer I offered a free bed frame as an extension of our apologies that the original delivery was not madeThis customer tested the mattress in store and was very pleased with our service until she slept on the mattress and felt it was not comfortableUnfortunately Americas Mattress cannot refund or return the mattress set after it has been in a customer's homeAmericas Mattress feels that we have gone above and beyond for this customer with upgrades and no charge merchandise in an attempt to offer customer serviceAny questions please feel free to contact meSincerely, Ron B. Americas Mattress ###-###-####

Initial Business Response /* (1000, 5, 2015/03/12) */
I was not involved with the comfort exchange, but I talked to *** and *** who were both involved They Told me that The ***'s actually picked out a more expensive mattress but wasn't willing to pay the difference so they went with their
second choiceWe Have a Day Sleep Trial on any Trump iSeries Mattress and they have to read and sign the agreement that clearly states that if they choose a mattress of less value there will not be any money returned in the comfort exchangeI'll email you the signed copy of the Day Sleep Trial That They SignedThe Only thing that I'm confused about was the ***'s Never informed me or attempted to talk to me about any issues they were havingAs far as *** Pushing them out the door that would never happen she is the #Sleep Specialist in the country out of over storesThey Ordered a New Mattress which is getting custom built for them in Clear Lake Iowa and they have not brought there old one back so I'm also Confused on what to do with this exchange? Until this Complaint is Resolved I will not release their New MattressThere will not be any money or store credit issued, the only thing that the ***'s Could do is keep their old mattress or Upgrade to the one they really wanted
Thanks,
*** ** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We never picked out a higher priced mattressI believe we had the highest price mattress in that series to begin withMoney was not an issue for us,we decided was plenty since we bought $in accessoriesSheila looked at our receipt and we told her, that we did not want a memory foam because of my back issue with itWe only had Sheila show us the floor model of the one we have now, to show her we did not like that memory foamSheila walked away while we looked second timeMy husband and I picked out a firm mattress with no memory foam that was from the same series and cost $ Sheila said there was no exchange of money and to read our papers.sheila said when we bought the mattress we get the day trial exchangeShe never mentioned no exchange of moneyAnother girl wrang us out and did paper workShe never mentioned that either, she says to sign that we have a day trial on our mattressThe day trial was what sold us on the mattress to begin withI guess we were tricked or pushed in to sighningThis *** gal you mention did not come out until we were ready to order , both times
Final Consumer Response /* (3000, 11, 2015/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It would have been nice to be informedYou left out the most important detail of your exchange policyI would think that no money exchange would have to be brought out in the selling process, not for customer to find out after they sighned a paper for the day trialIf we knew that we would never have spent that kind of moneyWe did not like another mattress that was more exspensive than the one we have nowWe did not like the memory foam because of back issuesWe will never spend our money in your store everWe are very disappointed we walked in your door
Final Business Response /* (4000, 9, 2015/03/17) */
I will keep this simple, the customer read and signed the Day Sleep Trial Policy that clearly states there is no Money returned if they choose a Mattress of Less Value on their reselectionWe don't Have a Return Policy at our store we have a Comfort exchangeIn years of Business and 1,000's of Mattresses Sold we have less than 2% of our customers reselect a different mattress within the Sleep Trial, and the 2% that do reselect tell us what they like and don't like about the mattress that they are sleeping on and we help them find a better comfort Level for their needsThere is no store Credit that will be issued if they want to keep the mattress that they already have they are more than welcome toIf they want the Mattress that they reselected they can have that alsoI'm Sorry that the Flaten's like a mattress that is more money than the original one they bought and didn't want to pay the price to upgrade so they selected a less expensive one insteadThis is the first time in years that a customer reselected a mattress for less money and that is why it is written in the policy if this were to ever happenWe did nothing crooked or shady we were kind enough to give them a Sleep trial and that is and only is what we will provide for the Flaten's a Comfort Exchange No a Refund or store Credit

Well This is the first, Getting turned in to the Revdex.com for a Warranty ComplaintFirst and foremost Serta Doesn't Pay or assist us with the Warranty issues or complaints at the store levelSecond the Warranty doesn't cover a refund nor does any other company in the IndustrySo all of and any
warranty issues are taken care of when we have time that opens up at the storeIf they don't want to be affiliated with America's Mattress Store in Bismarck they are more than welcome to call the 1-Number on the back of their mattress and handle it directly through corporateJune was a Horrible Month for me and my Family, I buried a Family Friend and Our Warehouse Manager who usually takes care of the Warranty Issues moved to South Dakota unannouncedSo We were to weeks backed up on Deliveries and Warranty complaintsI will gladly come out to their home and inspect their warranty complaint myself Only if they take this complaint down and have a bit of understanding that we only have people working right now out of the usual 6. Sincerely,Dustin M***

Complaint: ***
I am rejecting this response because: When I initially brought my vehicle to ***, I informed him that it was diagnosed as a code from another shop and that the shop did not have the equipment to repair the problemI also informed him that they advised me to take the vehicle to a transmission shopI was also told by the dealership the same thingThat's when I contacted Danny because I had contacted him before about a transmission on my girlfriends transmission before and he told me that he was the best in the business and if he couldn't fix it it couldn't be fixedHe stated that it might just be something simple instead of having to replace the transmissionA day after I took him the vehicle, they called me back and said it was a code He stated that they could rebuild it and it would start around $and possibly more depending on what they found while rebuildingI asked him what would they charge to install if I just got another transmissionHe stated that if I purchased another transmission that they would charge Although I had been told different by other shops that it was a code after I had changed one of the Vehicle speed Sensors, I entrusted Danny to give me quality service and fix my problemI have taken the vehicle back to have the problem solved on to have my radio stolen from my vehicle with no forced signs of entry at his shop that also has a sign posted that says hour video surveillanceWhen the officer asked to review video surveillance on the day that my vehicle was so called vandalized, he was told that the cameras don't workI received a call the filling morning around 09:50am the following morning stating that my vehicle was ready to goOn my lunch hour at 11:00am I went down and picked my vehicle upThe vehicle was doing the same thing when I left work to go home approximately miles awayI called Danny and informed him of the problem and asked what we were going to do about my stolen radio? He stated that there was a sign posted that said that they were not responsible for personal property left in vehicles and that he wish he could have me down there to look at the code when they were doing itI asked him if that was his final answer and he said yesI said ok and preceded to start doing what I needed to do as a customer in order to resolve this issueI also noted when I picked the vehicle up that were a pair of jeans in the vehicle that weren't there before and there were numerous miles that were put on the vehicleThe paperwork showing the mileage wgeb I took him the vehicle initially was correctWhen I picked the vehicle up the second time, a lot of excess miles were on it however the final paperwork received on checkout was inaccurate and reported more miles than was on the vehicleI will precede to do what I need to do to recover my vehicle as I have taken it to another professional shop for diagnosis and repair
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I Recommended to the owner initially that they check the transmission for the electronic errors because I believed that there was nothing wrong with the transmission and informed him that it was reading a code I told him that I had replaced the speed sensor on the transmission with a used oneI also told him that according to the chart that the problem could be one of about 6-thingsHe called me back and stated that he got a code and that the transmission needed to be replacedAlso there was no sign posted saying that they were not responsible for property and I was not made awareThere was a sign that said hour video surveillance as the officer that came out to take my sworn statement asked if their was video footageHe was told that the cameras did not workThe unit that I have was misdiagnosed from the beginning and still does not work
Regards,
*** ***

Well This is the first, Getting turned in to the Revdex.com for a Warranty ComplaintFirst and foremost Serta Doesn't Pay or assist us with the Warranty issues or complaints at the store levelSecond the Warranty doesn't cover a refund nor does any other company in the IndustrySo all of and any
warranty issues are taken care of when we have time that opens up at the storeIf they don't want to be affiliated with America's Mattress Store in Bismarck they are more than welcome to call the 1-Number on the back of their mattress and handle it directly through corporateJune was a Horrible Month for me and my Family, I buried a Family Friend and Our Warehouse Manager who usually takes care of the Warranty Issues moved to South Dakota unannouncedSo We were to weeks backed up on Deliveries and Warranty complaintsI will gladly come out to their home and inspect their warranty complaint myself Only if they take this complaint down and have a bit of understanding that we only have people working right now out of the usual 6. Sincerely,Dustin M***

We were introduced to this vehicle with a hold light flashingA lot of trouble shooting manufacture literature states to perform a self test through the ignition system, ACC positon, O/D off and on, gear range selector moved to drive position, key off and on, etcThis transmission in question has very popular, found in the Mazda's, Nissans 240SX, 300ZX, Pathfinders and pick-upsTo obtain the code these manufactures have you obtain the count, the judgement flickers through the power light for self diagnosticsWith this in mind, the early mech system can be easily mis-diagnosed with a possible combination of or more misleading codesSo we may understand why the customer is confused on codesOur tests are performed with a SnSolus per Mazda factory manualThe code we obtained was 22, converter clutch circuit fault on the original transmissionAs stated before, we were given two used components to try and solve the customer's problemMr*** stated he had changed the speed sensor and replaced with a used componentThis could very well still have an effect on correct operationDue to how we feel about customer service we would be glad to check it out for the issues it is having at this time

I am rejecting this response because:
we do not want to do any business with Mr*** for reasons stated in our previous responseI would like to point out that we did follow the instructions on the Serta Mattress Warranty which indicate to "contact the Serta dealer from which we purchased the set." (See attachment) So Mr*** was incorrect in stating we were to contact Serta instead of himIn addition, he was also incorrect when he told us when we purchased the mattress that we had a year warranty when it turned out to be years

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.It's clear to me and others MrBcan't not get his facts straight he is saying things to protect him selfI never once told him I was happy with his service he gave me the pillow to keep my mouth shutalso he gave my son in law and daughter different prices on the same bed frameAs far as hygiene goes and had no signs up all the times I was in the store he might have some up now to cover him selfhe sells floor model beds and people lay on them everyday so he needs to worry about thatI will never ship at his store again*** ***
Regards,
*** ***