We have reviewed the calls and at no time during these callswas any misinformation provided.The warranty was explained as it is stated. The warranty does not cover multiple stainsand the pictures you supplied to us of your mattress clearly show multiplestains.We did however, offer a courtesy cleaning and it was explainedin order to have the mattress cleaned the waiver would need to signed. Thewaiver also provided an explanation as to why we would only offer a cleaning. At no time during the claims process were you provided informationthat was not accurate and that was not in line with the terms and conditions ofthe warranty. I have attached a copy for your records.I apologize that there might have been a misunderstandingwith the warranty guidelines and the reason you had to sign the waiver.Although you do not qualify for a mattress replacement weare going to approve for you to receive a mattress only exchange throughthe retailer that you have purchased your mattress from.The authorization will be sent to them within the next 5-7business days and they will contact you to schedule the exchange.Being that your mattress is being replaced no further claimscan be processed through us.If you have any questions please contact us at###-###-####.Thank you, [redacted]
As per review of your claim we are going to issue a refund to you in the amount of the warranty purchase price of $139.99. The check will take approximately 4-6 weeks for processing time.The check will be issued to the address and name that we have on file.Thank...
The mattress protector warranty covers an isolated accident that is reported within 5 days. Based on the information submitted it was stated that the mattress had multiple stains that have been occurring over the past few months. We did however offer a courtesy cleaning on the...
mattress to try to remove the stains. We sent a waiver that states we are going to attempt to clean the mattress but of the stains are not received then we will not replace the mattress. I have attached a copy of the signed waiver and a copy of the warranty for your review. Thank you.
Antigone B[redacted]
Warranty Manager
1-800-545-7125
We have left several message on the number that we have listed on your file for a return phone call. If you can please provide us with a better contact number we will call you at that number.You may also reach us at ###-###-#### or ###-###-####.Thank youAntigone...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], before sending the mattress protector back I want certain things done. I want a new mattress protector sent to me which is part of the replacement warranty and I want my mattress cleaned as well before I send back the damaged protector. Having that is my only proof and I don't want to release that until they honor their warranty.
Bureau:
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.However, please note I have not received a replacement cover as agreed. I believe this could be because my address was not correct. I called corrected the address and was told a replacment cover would be mailed to my corrected address. My correct address for all future communications is (until November 2015):[redacted]
[redacted]
Sincerely,
Porsche B[redacted]
Good Day,
[redacted] filed her claim on January *, 2016. We requested pictures and sales receipt which was received on January **, 2016. A replacement mattress protector was ordered on Jan. **, 2016. After, we do not show we communicated with M[redacted]. In our...
report, we show that the incident happened on December **, 2015 and the claim was reported on January *, 2016. Within our warranty guidelines , the accident needs to be reported with in 5 days. We have reached out to M[redacted] via email on June **, 2016 and she has provided a phone number in which we are corresponding with regards to her claim.
This
warranty covers an isolated stain that is reported within 5 days of the
incident. It was reported that there have been multiple stains and accidents which have occurred over a
period of time and the warranty excludes multiple long term...
stains. Please review the following as stated in the
warranty(attached);Under section: THIS WARRANTY DOES NOT COVER
OR APPLY TO” It states: Medical issues,
incontinence and repeated or multiple stains or multiple locations of
stains from humans and/or pets. 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.
Although you are not qualified for a cleaning, we
would like to offer a courtesy cleaning to you. We will have a professional
service technician contact you to clean and sanitize your mattress we have sent the form to you email as well as it has been attached.
If you have any questions please contact us.
Antigone B[redacted]
Warranty Supervisor
###-###-####
Good Day,
Our Bedgear encasement warranty states if the original encasement fails, a onetime encasement can be replaced but it does not warranty the mattress. We can replace the encasement for [redacted] and offer a courtesy cleaning of the mattress to help remove the...
stain.We will contact the customer in efforts to resolve the issue.
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]
Our service technician has been assigned to contact you to have the bedframe repaired. They should be contacting you by the beginning of next week so that you can schedule an appointment for the repair.[redacted]Warranty Services###-###-####
Based on review of your claim request it was determined that the items that you are claiming are not covered by the warranty. The terms and conditions of your warranty exclude damage that happens due to being worn or soiled from everyday use, color fading and peeling. I have...
attached a copy of the terms and conditions for your review. The warranty also states that any accidental damage would need to be reported within 14 days of the incident. Per your initial phone call, the date of damage was unknown and there was no know cause of the damage.Per the terms and conditions of the warranty under the exclusion section it states the following:• Odors, accumulated or long-term multiple stains and unknown stains, colorloss, fading, soiling, furniture that becomes worn or soiled from everyday use.This service plan excludes coverage for stains or damage to furniture causedby normal household usage, as damage of this type cannot be attributed to arelatable accidental occurrence.• Veneer or topcoat checking, leather or vinyl cracking, leather or vinyl peeling,separation of seams, seam slippage, stress tears/rips, excessive loss of foamresiliency to cushions, loss of silvering of glass or mirror components, scratchesof any type with the exception of accidental scratches on glass or mirrorcomponents, all accessories. Any upgrades to furniture that alter the appearancefrom the manufacturer’s original state.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:
Thank you. I still haven't receive my mattress cover pad yet. Address for mailing I had send it to the company by email. Just to confirm is
[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Based on review of your claim the mattress has been approved to be replaced and the authorization to replace the mattress was sent to the retailer on 2/**/2015. The store will contact you regarding the exchange of your mattress.If you have any questions please contact us...
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:
[Your Answer Here]
They were going to look into my case and call me ack but have yet to call me back
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Based on review of the information submitted your mattress has multiple stains that was not reported within 5 days of the incident. The warranty states that we cover an isolated incident The pictures submitted show that the mattress has multiple stains. Although your...
mattrss does not qualify for service we did however offer to service the mattress asking that a waiver be signed. The warranty reads as follows:
Should a stain persist after laundering, you must register the stain with our Customer Service department within five (5) days of the incident, by calling # [redacted], or online at: [redacted]
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.
The waiver has been attached, if you would like to go ahead with the cleaning please sing the waiver and e-mail it back to us at [redacted].
Thank you,
[redacted]
Warranty Manger
This warranty covers an isolated stain removal from anaccidental spill that may occur. Mold on the mattress is notconsidered an isolated incident. As stated in the coveredsection of the warranty the following items would be covered, food or...
beveragenormally consumed by humans and human or pet bodily fluids. Mold is notlisted. It was also stated to us that nothing had leaked on to themattress. The warranty covers if an accidental spill causing a stain on the mattress. The power pack does come with an encasement but what was explained is that the pictures suppliedshow that the mattress also has temperpedic encasement or cover on the mattress.It was never stated that the power pack does not come with an encasement. The mattress does not qualify for coverage based on the terms and conditions of the warranty.A B[redacted]Warranty Manager###-###-####
Revdex.com:
In reference to complaint ID [redacted], I received the product 16 business days after filing the original warranty claim, well beyond the 7-10 business day range stated on August **. I never received an apology for poor delivery service or the...
incredibly rude customer service. At this point, please simply consider the case resolved. There is clearly a complete disregard by this company for its customers, and no complaint with the Revdex.com will correct such an extreme organizational flaw.
Sincerely,
[redacted]
Good Day,
Bedgear has provided a onetime encasement replacement in addition, we included a mattress protector as a secondary source of protection for [redacted]. We fulfilled the encasement warranty and also provided a courtesy cleaning for [redacted]'s mattress but she did not accept the appointment. Mike H[redacted] has called [redacted] back on May **, 2016. He left a message .
Thank you,
Joan T**
We have reviewed the calls and at no time during these callswas any misinformation provided.The warranty was explained as it is stated. The warranty does not cover multiple stainsand the pictures you supplied to us of your mattress clearly show multiplestains.We did however, offer a courtesy cleaning and it was explainedin order to have the mattress cleaned the waiver would need to signed. Thewaiver also provided an explanation as to why we would only offer a cleaning. At no time during the claims process were you provided informationthat was not accurate and that was not in line with the terms and conditions ofthe warranty. I have attached a copy for your records.I apologize that there might have been a misunderstandingwith the warranty guidelines and the reason you had to sign the waiver.Although you do not qualify for a mattress replacement weare going to approve for you to receive a mattress only exchange throughthe retailer that you have purchased your mattress from.The authorization will be sent to them within the next 5-7business days and they will contact you to schedule the exchange.Being that your mattress is being replaced no further claimscan be processed through us.If you have any questions please contact us at###-###-####.Thank you, [redacted]
As per review of your claim we are going to issue a refund to you in the amount of the warranty purchase price of $139.99. The check will take approximately 4-6 weeks for processing time.The check will be issued to the address and name that we have on file.Thank...
you,[redacted]###-###-####[redacted]
The mattress protector warranty covers an isolated accident that is reported within 5 days. Based on the information submitted it was stated that the mattress had multiple stains that have been occurring over the past few months. We did however offer a courtesy cleaning on the...
mattress to try to remove the stains. We sent a waiver that states we are going to attempt to clean the mattress but of the stains are not received then we will not replace the mattress. I have attached a copy of the signed waiver and a copy of the warranty for your review. Thank you.
Antigone B[redacted]
Warranty Manager
1-800-545-7125
We have left several message on the number that we have listed on your file for a return phone call. If you can please provide us with a better contact number we will call you at that number.You may also reach us at ###-###-#### or ###-###-####.Thank youAntigone...
B[redacted]Warranty Supervisor
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], before sending the mattress protector back I want certain things done. I want a new mattress protector sent to me which is part of the replacement warranty and I want my mattress cleaned as well before I send back the damaged protector. Having that is my only proof and I don't want to release that until they honor their warranty.
Better Business...
Bureau:
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.However, please note I have not received a replacement cover as agreed. I believe this could be because my address was not correct. I called corrected the address and was told a replacment cover would be mailed to my corrected address. My correct address for all future communications is (until November 2015):[redacted]
[redacted]
Sincerely,
Porsche B[redacted]
Good Day,
[redacted] filed her claim on January *, 2016. We requested pictures and sales receipt which was received on January **, 2016. A replacement mattress protector was ordered on Jan. **, 2016. After, we do not show we communicated with M[redacted]. In our...
report, we show that the incident happened on December **, 2015 and the claim was reported on January *, 2016. Within our warranty guidelines , the accident needs to be reported with in 5 days. We have reached out to M[redacted] via email on June **, 2016 and she has provided a phone number in which we are corresponding with regards to her claim.
Thank you,
Joan T**
Warranty Manager
This
warranty covers an isolated stain that is reported within 5 days of the
incident. It was reported that there have been multiple stains and accidents which have occurred over a
period of time and the warranty excludes multiple long term...
stains. Please review the following as stated in the
warranty(attached);Under section: THIS WARRANTY DOES NOT COVER
OR APPLY TO” It states: Medical issues,
incontinence and repeated or multiple stains or multiple locations of
stains from humans and/or pets. 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.
Although you are not qualified for a cleaning, we
would like to offer a courtesy cleaning to you. We will have a professional
service technician contact you to clean and sanitize your mattress we have sent the form to you email as well as it has been attached.
If you have any questions please contact us.
Antigone B[redacted]
Warranty Supervisor
###-###-####
Good Day,
Our Bedgear encasement warranty states if the original encasement fails, a onetime encasement can be replaced but it does not warranty the mattress. We can replace the encasement for [redacted] and offer a courtesy cleaning of the mattress to help remove the...
stain.We will contact the customer in efforts to resolve the issue.
Thank you,
Joan T**
Bedgear 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]
Our service technician has been assigned to contact you to have the bedframe repaired. They should be contacting you by the beginning of next week so that you can schedule an appointment for the repair.[redacted]Warranty Services###-###-####
Based on review of your claim request it was determined that the items that you are claiming are not covered by the warranty. The terms and conditions of your warranty exclude damage that happens due to being worn or soiled from everyday use, color fading and peeling. I have...
attached a copy of the terms and conditions for your review. The warranty also states that any accidental damage would need to be reported within 14 days of the incident. Per your initial phone call, the date of damage was unknown and there was no know cause of the damage.Per the terms and conditions of the warranty under the exclusion section it states the following:• Odors, accumulated or long-term multiple stains and unknown stains, colorloss, fading, soiling, furniture that becomes worn or soiled from everyday use.This service plan excludes coverage for stains or damage to furniture causedby normal household usage, as damage of this type cannot be attributed to arelatable accidental occurrence.• Veneer or topcoat checking, leather or vinyl cracking, leather or vinyl peeling,separation of seams, seam slippage, stress tears/rips, excessive loss of foamresiliency to cushions, loss of silvering of glass or mirror components, scratchesof any type with the exception of accidental scratches on glass or mirrorcomponents, all accessories. Any upgrades to furniture that alter the appearancefrom the manufacturer’s original state.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:
Thank you. I still haven't receive my mattress cover pad yet. Address for mailing I had send it to the company by email. Just to confirm is
[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
I have reordered the mattress protector.
Thank you,
Antigone B[redacted]
Warranty Manager
Based on review of your claim the mattress has been approved to be replaced and the authorization to replace the mattress was sent to the retailer on 2/**/2015. The store will contact you regarding the exchange of your mattress.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:
[Your Answer Here]
They were going to look into my case and call me ack but have yet to call me back
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Based on review of the information submitted your mattress has multiple stains that was not reported within 5 days of the incident. The warranty states that we cover an isolated incident The pictures submitted show that the mattress has multiple stains. Although your...
mattrss does not qualify for service we did however offer to service the mattress asking that a waiver be signed. The warranty reads as follows:
Should a stain persist after laundering, you must register the stain with our Customer Service department within five (5) days of the incident, by calling # [redacted], or online at: [redacted]
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.
The waiver has been attached, if you would like to go ahead with the cleaning please sing the waiver and e-mail it back to us at [redacted].
Thank you,
[redacted]
Warranty Manger
This warranty covers an isolated stain removal from anaccidental spill that may occur. Mold on the mattress is notconsidered an isolated incident. As stated in the coveredsection of the warranty the following items would be covered, food or...
beveragenormally consumed by humans and human or pet bodily fluids. Mold is notlisted. It was also stated to us that nothing had leaked on to themattress. The warranty covers if an accidental spill causing a stain on the mattress. The power pack does come with an encasement but what was explained is that the pictures suppliedshow that the mattress also has temperpedic encasement or cover on the mattress.It was never stated that the power pack does not come with an encasement. The mattress does not qualify for coverage based on the terms and conditions of the warranty.A B[redacted]Warranty Manager###-###-####
Revdex.com:
In reference to complaint ID [redacted], I received the product 16 business days after filing the original warranty claim, well beyond the 7-10 business day range stated on August **. I never received an apology for poor delivery service or the...
incredibly rude customer service. At this point, please simply consider the case resolved. There is clearly a complete disregard by this company for its customers, and no complaint with the Revdex.com will correct such an extreme organizational flaw.
Sincerely,
[redacted]
Good Day,
Bedgear has provided a onetime encasement replacement in addition, we included a mattress protector as a secondary source of protection for [redacted]. We fulfilled the encasement warranty and also provided a courtesy cleaning for [redacted]'s mattress but she did not accept the appointment. Mike H[redacted] has called [redacted] back on May **, 2016. He left a message .
Thank you,
Joan T**