America's Mattress

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 writing in reference to claim # [redacted]. This customer purchased a full size mattress set from our [redacted] New York location on 06/18/2016. This mattress set was ordered from the manufacturer and delivered to the [redacted] location. This 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 behind. This 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 7-2-16. Unfortunately shortly after her canceled delivery our delivery team accidentally delivered this customers mattress set to another customer. I had advised the customer the morning of the 2nd of the dilemma. I 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 set. Upon 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 $200 upgrade at no charge to her). I would also upgrade the customer to queen size mattress encasements at no charge. This 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 store. This 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 pillow. I 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 residence. The following day the customer called the [redacted] NY location stating that she received the wrong size mattress. A follow up call on Tuesday morning (closed 4th of July) was made to assure the customer that the size she received was indeed correct. The customer agreed but claims the mattress set in uncomfortable. Our store policy is that we cannot return a mattress set due to comfort issue as we cannot resell a used mattress. Our customers trust that they are purchasing a product that has never been in another customer's home. This is our store policy for hygiene reasons and is posted on the wall at the store. We will however assist any customer in a valid warranty claim and if need be return the product to the manufacturer. This customer does not have a valid warranty claim against defect in workmanship. The 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 frame. Again at no cost to this customer I offered a free bed frame as an extension of our apologies that the original delivery was not made. This customer tested the mattress in store and was very pleased with our service until she slept on the mattress and felt it was not comfortable. Unfortunately Americas Mattress cannot refund or return the mattress set after it has been in a customer's home. Americas Mattress feels that we have gone above and beyond for this customer with upgrades and no charge merchandise in an attempt to offer customer service. Any questions please feel free to contact me. Sincerely, Ron B.  Americas Mattress ###-###-####

I have reviewed the response made by the business in reference to complaint ID [redacted], 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 Mr. B. can't not get his facts straight he is saying things to protect him self. I never once told him I was happy with his service he gave me the pillow to keep my mouth shut. also he gave my son in law and daughter 3 different prices on the same bed frame. As 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 self. he sells floor model beds and people lay on them everyday so he needs to worry about that. I will never ship at his store again. [redacted]
Regards,
[redacted]