Arthritis Foundation Great Lakes Region Central and Northwestern Ohio

Complaint: [redacted] I am rejecting this response because:Neither the written warranty nor the sales associate discuss or express that their be a proper or ANY foundations (bed) must be a certain condition.we maintain that this business has not taken proper steps to properly allow us to use the year warranty Again the bed came back in worse condition than originally had when the business first took the mattress This mattress did not even last year the problem may be that they use recycled material for springsthis company has terrible customer service I am one of many unhappy and dissatisfied customersthe associate at the store was told that the mattress was going be on a temporary foundation Regards, [redacted]

Cantwell Mattress Company will be happy to give her a 100% refund as We explained to her son Mr [redacted] yesterday on the phoneCantwell Mattress Company is expecting a phone call letting us know her decission not a Revdex.com complaintThis matter is 100% the clients callIf she wants a refund needs to call and set up a time to to have it picked up and a refund to be instated.Thank you, [redacted]

ID # *** *** Mattress Mattress Only “Floor Model - As Is” Purchased on invoice # *** 01/08/Mattress is an Eastern King measuring 76xThe *** mattress was delivered and received in good condition as per their signatureWhen *** Staff was contacted that the
*** were having problems (07/25) a service ticket was issued and the mattress was picked up for repairs to noted concerns of clientUpon pick up of said mattress Staff noticed that the mattress was on a 2xhomemade platform bed that had 3/plywood as a support deck with 2xslats running from head to footThere was no support for the slats to the groundThe Staff pointed this out to Mr*** and they asked him if to address it After adding a lumbar support to Mr*** side of the mattress our Staff went back to home to deliver mattressThis is when the Staff noticed that proper support still had not been done to the home made platform bedThe ply decking still flexed and bowed to centerThe next day The *** called back and stated that they now rolled to center of the bedI, *** ***, spoke to Mr*** about our Staff’s concerns about the lack of support his homemade platform bed hadHe asked me to talk to Mrs***, which I did and set up an in home inspection of the bedAt that time I pointed out that the plywood flexed too much due to no center support legs on the bedI explained that King and even Queen size beds have to have a support system that makes contact to the floorI tried to explain that the problems that they were experiencing with the mattress was directly related to the lack of supportI offered to make suggestions that would fix the Lack of Support issueI later called back and gave my recommendation of installing steal slats that have legs each and foundations to give proper support (a cost of 411.19)That offer was refused and the clients decided to get a new bed. I spoke to Mrs*** and explained that we were working outside of the warranty due to the fact the mattress has what appears to be a urine stain/soil mark on the sleep surface of the bed*** Mattress Company Warranty Clearly state “IF THIS SLEEP SET IS SOILED OR ABUSED THE WARRANTY IS VOID”However, I still authorized for my Staff to pick up the mattress and try to address the issue with the mattress under the “Comfort Guarantee”, which is outside of the warrantyAt this time it was deemed that in the months since initial purchase that improper support damage had occurred to the spring unit inside the mattressMrs*** wrote me a letter and asked that I respond by 10/ I Called Mr*** on 10/at 5pmI tried to explain that his warranty was void due to the abuse the spring unit had received due to improper support and the urine stain/soiling on the mattress. Still I offered to install a new spring unit in the mattress at no cost to him When we spoke and I made this offer, Mr*** said nothing other than to thank me for my time and we hung upThe next morning, he called to refuse my offer and continued ask to return under warranty. I again reminded him that his warranty was void due to abuse and stains. I again offered to replace the damaged spring unit at no cost He told me he would speak to Mrs***Mrs*** called back and spoke to Ruben, San Antonio Store Manager, asking to speak to someone higher than meRuben explained that I was the owner and that there wasn’t anyone higherMrs*** again refused the offer that I made to Mr*** and again demanded a new mattress or her money back, and if not, she would proceed with her complaintsMrs*** called on 10/ to our Corpus Christi manufacturing facility and spoke to Rick Trevino about wanting to return the mattress, he started to explain about the authorization that I gave to replace the spring unitI was in Corpus Christi at that time, interrupted the conversation by telling my plant manager we weren’t doing anything else due to Mrs*** earlier refusal of the service offered the previous week Mrs. *** once again threatened to post bad reviews and take matter to the next levelAt this time *** Mattress has given the *** numerous opportunities to service their mattress despite the warranty being void to try to help the ***’sThey are unwilling to face the fact that the mattress has been abused and is soiled which ultimately damaged the mattress and voided its warrantyI have included copies of the Invoices and the service tickets showing that we have taken as many steps as possible to helpThank you, *** *** Owner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:Neither the written warranty nor the sales associate discuss or express that their be a  proper or ANY foundations (bed) must be a certain condition.we maintain that this business has not taken proper steps to properly allow us to use the 20 year warranty.   Again the bed came back in worse condition than originally had when the business first took the mattress.  This mattress did not even last 1 year.  the problem may be that they use recycled material for springs. this company has terrible customer service.  I am one of many unhappy and dissatisfied customers. the associate at the store was told that the mattress was going be on a temporary foundation.
Regards,
[redacted]

Cantwell Mattress Company will be happy to give her a 100% refund as We explained to her son Mr. [redacted] yesterday on the phone. Cantwell Mattress Company is expecting a phone call letting us know her decission not a Revdex.com complaint. This matter is 100% the clients call. If she wants a refund needs...

to call and set up a time to to have it picked up and a refund to be instated.Thank you,[redacted]