After review we have approved the mattress to be replaced. The authorization has been sent to the retailer and they should contact within the next 3-business days to set up the exchange. The warranty only covers the mattress exchange it does not cover any additional
fess such as delivery or set up Please be advised that once a mattress has been replaced your warranty has been fulfilled and no further claims can be filedIf you have any questions please contact us at ###-###-####*** *** ***
I have purchased a Tempur Pedic Mattress from city furniture January, king size over $3,000.- and was advise day the sales person to purchase Bedgear mattress cover because only with the the mattress and protector on the same receipt I will be covered to any accidents that may happened
I ask the sales rep why not to purchase Tempur Pedic protector ?
and he explained that GM are better than temper pedic cover , so we spend an additional $80.- on the mattress protector
a few weeks ago we had a baby formula spilled on the bed, all the the liquid went trough and also vey fast - GM mattress protector was FAILED to protect
I have contact temper medic which denied my claim because I had no Tempur Pedic protector
I have contact City Furniture which told me to call Bedgear and take the claim with them ( Headache already)
I called GM claim department, spoke with Aviva ( not a very nice person )
she ask a few general questions, requested a pictures and called me very fast to let me know that since its over days from the day of the accident, the only thing that she can do is send a cleaning crew to try to remove the stain and ONLY if I will will sign a waiver that release GM from any libality to replace the mattress if the stain will not be removed ( very convinienc ) and that also need to be done in days from the waiver date
I requested from Aviva to email that form and I told her that I am not willing to sign on it
I think that Bedgear need to stop selling this fraud product, or at least make sure what are the warranty rules that they offer which the sales rep did not mentioned and City Furniture need to take any lability as well
I paid a lot of money for a mattress and at end of the day I am stock with a big stain and no solution
Based on review of your claim it was determined that your
mattress does not qualify for service due to the stain not being reported
within the warranty guidelines of days. Although the mattress does not qualify for a cleaning we did however
offer a courtesy cleaning of the mattress. We did receive the signed waiver back and you had agreed to the cleaning
of your mattress. These mattresses are
able to be cleaned and serviced. We will
contact a different service technician who will clean this mattressAntigone B***
Warranty Manger'
###-###-####
I spoke with *** *** on 1/**/and advised that we will be sending her a refund for the purchase of the warranty and that the check will be issued within the next days.
Please contact us at ###-###-#### with any questions
Antigone
B***Warranty Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
"">I received and read the new message with the businesses respondIn regards of what the company have stated under statement 1: It clearly does't match what I have in my warrantyI have sent the warranty I have in one of my previous emailsIn regards of what the company have stated under statement 2: It is also not true, I have called right by the way and explained it was tea or juice and asked for the phone records to be pulled to be clear on what was spokenIt never happenedAlso I contacted the company on February * about the stainsThey have sent out the new protector as stated on the [redacted] of February Which is also clearly too late based on their warranties/policies they provideAll in all the company is lying about their warranty they provide and is very unprofessional and rude when it comes to costumer serviceI clearly have a totally different warranty with the # [redacted]I expect and wish to receive the costumer service I have under my stated warrantyIf they are not able to do so I want to speak with someone other than a supervisorI have requested this before on one of my conversations with the business but they never got back with meOr to just be reimbursed and never have to deal with them againSad that they do this to people, especially in my case being associated with the military and I sure have other more important things to take care of at this momentThe waiver that was mentioned was explained differently to meThat's why I sign it Again, the business acted on terms that are not in my warranty I asked for the phone calls to be pulled so it can be heard what was spoken about itIt never happenedThey are just a bunch of liars with no interest to provide customer serviceAt this point my complaint is NOT solved.
Thank you,
[redacted]
The warranty does not allow for refunds of the product. The warranty offers a replacement and we will do another cleaning of the mattress.
As stated in the terms and conditions of the warranty the warranty allows for 2 replacement over the course of 10 years which includes 2 replacements and
2 cleanings, once this has been done the warranty is fulfilled and no further claims can be filed.
I have attached a copy of the Warranty for your review.
If you have any questions please contact us at ###-###-####.
Thank you
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Mike H[redacted], Director of Operations, contacted me and explained the mattress encasement is not intended to cover the mattress against fluid (as stated on the packaging), but designed to protect against allergens and bed bugs. Mr. H[redacted] claimed the warranty for the encasement is only for a replacement encasement, but the mattress protectors have a 10 year warranty that covers mattresses. He offered to send me a new mattress encasement and mattress protector. In addition, he offered to get my mattress cleaned. I explained my mattress is a memory foam mattress and I am very concerned about getting the mattress cleaned. Mr. H[redacted] said he was going to get someone from Chem Dry to call me to explain the cleaning process to determine if I would be willing to get the mattress clean. I received a call from a local carpet cleaning company to schedule an appointment. I checked that company’s website and there was no mention of mattress cleaning. I notified Mr. H[redacted] and he said he was going to handle and call me back. As of now, I have not heard back from Mr. H[redacted] or Chem Dry.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We apologize for any inconvenience. You had spoken with us today in regards to your issue with your mattress and
the protector. We have received your invoice and as per our conversation one of our cleaning technicians will contact...
you by tomorrow to schedule a cleaning of the mattress.
We have also placed an order for the mattress protector which will ship out via UPS with 2-3 business days.
If we could be of further assistance please contact us at ###-###-####.
As per the terms and conditions of the warranty it excludes the following:1. Medical issues, incontinence and repeated or multiple stains or multiple locations of stains from humans and/or pets.3. Odors, accumulated and / or long-term multiple unknown stains, any unknown stains, non-colorfast material, pet damage, stainscaused by the build-up of perspiration, hair or body oil, and normal soiling from everyday use. Exclusion 1 Explains that the warranty does not cover multiple stainsExclusion 3 Explains that the warranty does not cover unknown stainsWhen we were initial contacted we were advised that a child had wet the bed and there is another stain that is unknown. We did ask for pictures on February [redacted] toshow us what the stains look like on the mattress. After review it was determined that the mattress does not qualify for a cleaning. We did however, offer a courtesy cleaning of the mattress. With the cleaning we have a professional service technician come out clean, sanitize and deodorize the mattress. We do provide a waiver which fully explains the process and we ask that the customer to sign and return the waiver. It does explain that if the stains on the mattress are not removed the mattress would not qualify for a replacement. The waiver was signed and returned. I haveattached a copy of the waiver. The cleaning was preformed.The warranty was explained as to what will be covered and what is not covered.The mattress protector shipped out on the [redacted] of February and arrived on 3/*/2015 Please se[redacted] tracking number [redacted] Thank you, [redacted]
[redacted]
Thank you for contacting us regarding your return request. I do apologize that you did not receive the return shipping label that was e-mailedto you on July **, 2015 The return label has been resent and we received confirmation that it has been...
received.If you have any questions please contact us at ###-###-####.Thank you,Antigone B[redacted]Warranty Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
We have been leaving several messages and have sent a few e-mails and have not received a response.We have reviewed your claim and although the claim does not qualify for a mattress replacement we haveapproved for it to be replaced.The authorization was sent to the retailer whom you purchased the mattress from and they will contact you in a few days if they have not already do so.If you have any questions regarding this approval please contact us at ###-###-####.Thank youAntigone B[redacted]Warranty Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
GM WARRANTY SERVICES,In order to get a mattress clean and a new mattress cover
they want me to sign a waiver, waiving my rights when I bought a 10 year
warranty for the amount of $119.99 plus tax. I’m losing a 10 year warranty, that
is not stipulated in my agreement again the warranty I purchased is a 10 year warranty
on the mattress cover. To clarifying my purpose of communication to the company
I called in regard to a large stain and then by removing the cover pad I
noticed there where 2 or 3 little stain and called the office. I want the mattress to be clean and a new
mattress cover with my 10 year warranty.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We have reviewed your requested and determined that the mattress will be replaced. An authorization has been sent to the retailerwhom you purchased the original mattress and protector from. This approval is valid for 60days from the date of notification. This approval...
authorizes an even exchange of your mattress. Per the terms and conditions of the warranty, GM Customer Service cannot guarantee ticking or dye lot match for replacements. This warrantycovers a mattress replacement only and does not cover delivery, taxes or set-up arrangements, as well as transportation and disposal. If you have any questions please contact us at [redacted]Thank you,Antigone B[redacted]Warranty Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I would like this case reevaluated because I forgot to submit a picture of the damage that was done to my mattress after the cleaning which is why the cleaner specialist stopped the cleaning because he said it's going to damage it more. the cleaning specialist also stated that the company should just pay for a new mattress because they are wasting money by paying them to come clean it. he advised me to file a complaint. I don't see how I should be stuck with a damaged mattress because the mattress protector failed me. How can I not get help because I have several stains that I seen all at once when I went to remove it to wash it. I am very particular with the cleanliness on my mattress I kept the plastic on it from the purchase date with the mattress protector over the plastic. I haven't removed the plastic from my mattress until I moved into my new apartment 11/2015. I had finally removed the plastic from my mattress and reattached the mattress protector. I assumed as a mattress protector the job is to protect the mattress being that it's waterproof. This company brand speaks for itself with all of the complaints against them I understand exactly why... they are a complete rip off and they don't want to be responsible for their faulty bogus mattress protector.
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
On May *, 2016, I spoke to Lisa at Chem Dry and she stated that they do not clean memory foam mattresses. My mattress is a memory foam mattress, so I did not schedule an appointment. I called Mr. Mike H[redacted] immediately and left a message for him at 3:33 PM to let him know. I have not heard from him, so I left another message on 5/**/2016 at 2:14 PM. I still have not received a call back from him.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
As per the terms and conditions of the warranty, to qualify for a cleaning of the mattress the incident must be reported within 5 days.The warranty reads as follows: Odors, accumulated and / or long-term multiple unknown stains, any unknown stains,...
non-colorfast material, pet damage, stains caused by the build-up of perspiration, hair or body oil, and normal soiling from everyday use. To qualify for a covered claim, the customer must provide the original sales receipt or other proof of purchase acceptable to GM Customer Service, along with this warranty certificate, within five (5) days of the incident.It was reported that the incident occurred 2 weeks prior to us being contacted which is outside the warranty guidelines. Although you are not qualified for a cleaning, we did however offer a courtesy cleaning to you. We will have a professional service technician contact you to clean and sanitizeyour mattress. We can proceed with the cleaning as long as the acknowledgement is signed and sent back.Thank you,Antigone B[redacted]Warranty Manager###-###-####
After review we have approved the mattress to be replaced. The authorization has been sent to the retailer and they should contact within the next 3-business days to set up the exchange. The warranty only covers the mattress exchange it does not cover any additional
fess such as delivery or set up Please be advised that once a mattress has been replaced your warranty has been fulfilled and no further claims can be filedIf you have any questions please contact us at ###-###-####*** *** ***
I have purchased a Tempur Pedic Mattress from city furniture January, king size over $3,000.- and was advise day the sales person to purchase Bedgear mattress cover because only with the the mattress and protector on the same receipt I will be covered to any accidents that may happened
I ask the sales rep why not to purchase Tempur Pedic protector ?
and he explained that GM are better than temper pedic cover , so we spend an additional $80.- on the mattress protector
a few weeks ago we had a baby formula spilled on the bed, all the the liquid went trough and also vey fast - GM mattress protector was FAILED to protect
I have contact temper medic which denied my claim because I had no Tempur Pedic protector
I have contact City Furniture which told me to call Bedgear and take the claim with them ( Headache already)
I called GM claim department, spoke with Aviva ( not a very nice person )
she ask a few general questions, requested a pictures and called me very fast to let me know that since its over days from the day of the accident, the only thing that she can do is send a cleaning crew to try to remove the stain and ONLY if I will will sign a waiver that release GM from any libality to replace the mattress if the stain will not be removed ( very convinienc ) and that also need to be done in days from the waiver date
I requested from Aviva to email that form and I told her that I am not willing to sign on it
I think that Bedgear need to stop selling this fraud product, or at least make sure what are the warranty rules that they offer which the sales rep did not mentioned and City Furniture need to take any lability as well
I paid a lot of money for a mattress and at end of the day I am stock with a big stain and no solution
Based on review of your claim it was determined that your
mattress does not qualify for service due to the stain not being reported
within the warranty guidelines of days. Although the mattress does not qualify for a cleaning we did however
offer a courtesy cleaning of the mattress. We did receive the signed waiver back and you had agreed to the cleaning
of your mattress. These mattresses are
able to be cleaned and serviced. We will
contact a different service technician who will clean this mattressAntigone B***
Warranty Manger'
###-###-####
I spoke with *** *** on 1/**/and advised that we will be sending her a refund for the purchase of the warranty and that the check will be issued within the next days.
Please contact us at ###-###-#### with any questions
Antigone
B***Warranty Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
"">I received and read the new message with the businesses respondIn regards of what the company have stated under statement 1: It clearly does't match what I have in my warrantyI have sent the warranty I have in one of my previous emailsIn regards of what the company have stated under statement 2: It is also not true, I have called right by the way and explained it was tea or juice and asked for the phone records to be pulled to be clear on what was spokenIt never happenedAlso I contacted the company on February * about the stainsThey have sent out the new protector as stated on the [redacted] of February Which is also clearly too late based on their warranties/policies they provideAll in all the company is lying about their warranty they provide and is very unprofessional and rude when it comes to costumer serviceI clearly have a totally different warranty with the # [redacted]I expect and wish to receive the costumer service I have under my stated warrantyIf they are not able to do so I want to speak with someone other than a supervisorI have requested this before on one of my conversations with the business but they never got back with meOr to just be reimbursed and never have to deal with them againSad that they do this to people, especially in my case being associated with the military and I sure have other more important things to take care of at this momentThe waiver that was mentioned was explained differently to meThat's why I sign it Again, the business acted on terms that are not in my warranty I asked for the phone calls to be pulled so it can be heard what was spoken about itIt never happenedThey are just a bunch of liars with no interest to provide customer serviceAt this point my complaint is NOT solved.
Thank you,
[redacted]
The warranty does not allow for refunds of the product. The warranty offers a replacement and we will do another cleaning of the mattress.
As stated in the terms and conditions of the warranty the warranty allows for 2 replacement over the course of 10 years which includes 2 replacements and
2 cleanings, once this has been done the warranty is fulfilled and no further claims can be filed.
I have attached a copy of the Warranty for your review.
If you have any questions please contact us at ###-###-####.
Thank you
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Mike H[redacted], Director of Operations, contacted me and explained the mattress encasement is not intended to cover the mattress against fluid (as stated on the packaging), but designed to protect against allergens and bed bugs. Mr. H[redacted] claimed the warranty for the encasement is only for a replacement encasement, but the mattress protectors have a 10 year warranty that covers mattresses. He offered to send me a new mattress encasement and mattress protector. In addition, he offered to get my mattress cleaned. I explained my mattress is a memory foam mattress and I am very concerned about getting the mattress cleaned. Mr. H[redacted] said he was going to get someone from Chem Dry to call me to explain the cleaning process to determine if I would be willing to get the mattress clean. I received a call from a local carpet cleaning company to schedule an appointment. I checked that company’s website and there was no mention of mattress cleaning. I notified Mr. H[redacted] and he said he was going to handle and call me back. As of now, I have not heard back from Mr. H[redacted] or Chem Dry.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted]
We apologize for any inconvenience. You had spoken with us today in regards to your issue with your mattress and
the protector. We have received your invoice and as per our conversation one of our cleaning technicians will contact...
you by tomorrow to schedule a cleaning of the mattress.
We have also placed an order for the mattress protector which will ship out via UPS with 2-3 business days.
If we could be of further assistance please contact us at ###-###-####.
Thank you,
[redacted]
[redacted]
As per the terms and conditions of the warranty it excludes the following:1. Medical issues, incontinence and repeated or multiple stains or multiple locations of stains from humans and/or pets.3. Odors, accumulated and / or long-term multiple unknown stains, any unknown stains, non-colorfast material, pet damage, stainscaused by the build-up of perspiration, hair or body oil, and normal soiling from everyday use. Exclusion 1 Explains that the warranty does not cover multiple stainsExclusion 3 Explains that the warranty does not cover unknown stainsWhen we were initial contacted we were advised that a child had wet the bed and there is another stain that is unknown. We did ask for pictures on February [redacted] toshow us what the stains look like on the mattress. After review it was determined that the mattress does not qualify for a cleaning. We did however, offer a courtesy cleaning of the mattress. With the cleaning we have a professional service technician come out clean, sanitize and deodorize the mattress. We do provide a waiver which fully explains the process and we ask that the customer to sign and return the waiver. It does explain that if the stains on the mattress are not removed the mattress would not qualify for a replacement. The waiver was signed and returned. I haveattached a copy of the waiver. The cleaning was preformed.The warranty was explained as to what will be covered and what is not covered.The mattress protector shipped out on the [redacted] of February and arrived on 3/*/2015 Please se[redacted] tracking number [redacted] Thank you, [redacted]
[redacted]
Thank you for contacting us regarding your return request. I do apologize that you did not receive the return shipping label that was e-mailedto you on July **, 2015 The return label has been resent and we received confirmation that it has been...
received.If you have any questions please contact us at ###-###-####.Thank you,Antigone B[redacted]Warranty Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
We have been leaving several messages and have sent a few e-mails and have not received a response.We have reviewed your claim and although the claim does not qualify for a mattress replacement we haveapproved for it to be replaced.The authorization was sent to the retailer whom you purchased the mattress from and they will contact you in a few days if they have not already do so.If you have any questions regarding this approval please contact us at ###-###-####.Thank youAntigone B[redacted]Warranty Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
GM WARRANTY SERVICES,In order to get a mattress clean and a new mattress cover
they want me to sign a waiver, waiving my rights when I bought a 10 year
warranty for the amount of $119.99 plus tax. I’m losing a 10 year warranty, that
is not stipulated in my agreement again the warranty I purchased is a 10 year warranty
on the mattress cover. To clarifying my purpose of communication to the company
I called in regard to a large stain and then by removing the cover pad I
noticed there where 2 or 3 little stain and called the office. I want the mattress to be clean and a new
mattress cover with my 10 year warranty.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We have reviewed your requested and determined that the mattress will be replaced. An authorization has been sent to the retailerwhom you purchased the original mattress and protector from. This approval is valid for 60days from the date of notification. This approval...
authorizes an even exchange of your mattress. Per the terms and conditions of the warranty, GM Customer Service cannot guarantee ticking or dye lot match for replacements. This warrantycovers a mattress replacement only and does not cover delivery, taxes or set-up arrangements, as well as transportation and disposal. If you have any questions please contact us at [redacted]Thank you,Antigone B[redacted]Warranty Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I would like this case reevaluated because I forgot to submit a picture of the damage that was done to my mattress after the cleaning which is why the cleaner specialist stopped the cleaning because he said it's going to damage it more. the cleaning specialist also stated that the company should just pay for a new mattress because they are wasting money by paying them to come clean it. he advised me to file a complaint. I don't see how I should be stuck with a damaged mattress because the mattress protector failed me. How can I not get help because I have several stains that I seen all at once when I went to remove it to wash it. I am very particular with the cleanliness on my mattress I kept the plastic on it from the purchase date with the mattress protector over the plastic. I haven't removed the plastic from my mattress until I moved into my new apartment 11/2015. I had finally removed the plastic from my mattress and reattached the mattress protector. I assumed as a mattress protector the job is to protect the mattress being that it's waterproof. This company brand speaks for itself with all of the complaints against them I understand exactly why... they are a complete rip off and they don't want to be responsible for their faulty bogus mattress protector.
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the...
response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
On May *, 2016, I spoke to Lisa at Chem Dry and she stated that they do not clean memory foam mattresses. My mattress is a memory foam mattress, so I did not schedule an appointment. I called Mr. Mike H[redacted] immediately and left a message for him at 3:33 PM to let him know. I have not heard from him, so I left another message on 5/**/2016 at 2:14 PM. I still have not received a call back from him.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
As per the terms and conditions of the warranty, to qualify for a cleaning of the mattress the incident must be reported within 5 days.The warranty reads as follows: Odors, accumulated and / or long-term multiple unknown stains, any unknown stains,...
non-colorfast material, pet damage, stains caused by the build-up of perspiration, hair or body oil, and normal soiling from everyday use. To qualify for a covered claim, the customer must provide the original sales receipt or other proof of purchase acceptable to GM Customer Service, along with this warranty certificate, within five (5) days of the incident.It was reported that the incident occurred 2 weeks prior to us being contacted which is outside the warranty guidelines. Although you are not qualified for a cleaning, we did however offer a courtesy cleaning to you. We will have a professional service technician contact you to clean and sanitizeyour mattress. We can proceed with the cleaning as long as the acknowledgement is signed and sent back.Thank you,Antigone B[redacted]Warranty Manager###-###-####