Bureau:
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I reject their response because I originally made a claim to repair both my broken bedframe and my damaged nightstand table. The technician that contacted me said they only received an order to repair the bedframe not the nightstand table. I want my nightstand to be repaired as well as it should be covered under the warranty and it was part of my initial claim that I submitted on 9/**/14. This can be a separate order/appointment if necessary.
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 we have approved for your mattress to be replaced. An authorization will be sent to Sleepy's for an exchange. If you original mattress is not available a credit will be applied for reselection. The authorization takes approximately...
7 business days to process, once processed you will be contacted by the retailer. A mattress replacement fulfills the warranty an no further claims can be processed. If you have any questions please contact us at ###-###-####.[redacted]
[redacted]
*
I apologize that you have not received the waiver. I will make sure that you receive it by Monday June [redacted].If you have any questions please contact us at ###-###-####.[redacted]
I do apologize that the mattress has stains on the side. We are going to approve another cleaning of the mattress to remove the remainder of the stain.If you have any questions please contact me at ###-###-####.Antigone B[redacted]Warranty Manager
After review of your claims you had initially attempted to file a claim in January and did not supply the proper documentation so that claim was closed. We received a 2nd call in September for another claim. For this claim we received the appropriate documentation showing the...
purchase of the product but you had continued to use the mattress protector causing multiple stains. The warranty excludes multiple stains and also using a defect product voids the warranty. We also require that the all the necessary documentation be reported within 5 days and based on our records it was reported 9 months later which is outside the warranty timeframe. We did however mail a replacement protector and offered to cleaning the mattress. In order for us to clean the mattress we do ask that you sign a waiver acknowledging that the mattress does not quality for warranty service but we are still willing to attempt a cleaning. I have attached the waiver and a copy of the warranty for your review.
I purchased a Vertex mattress cover from Sleepy's in [redacted]. Wanted to return it. The cover did not work for me. Sleepy's customer service was terrible. I could not return the mattress cover because I opened the package. I called Bedger with my complaint. No problem, they exchanged my mattress cover with a different style, in fact gave me two. Bedgear's customer service is wonderful.
This type of mattress has been cleaned in the past and has been done successfully. The warranty requires the stains to be reported within 5 days, it was reported us that the stain occurred at an unknown time, which makes this claim invalid. We did however offer you a courtesy cleaning of the mattress and if you choose not to have the mattress cleaned then the warranty only allows for a refund on the mattress protector.
Thank you,
Antigone B[redacted]
Warranty Supervisor
We have left a message for [redacted] to call us back in regards to the resolution of her claim request.
If she can please give us a call back our number is ###-###-####.
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
I will start off with the comment about the tares in the mattress, I never stated that the tech damaged the bed in fact I sent an email to Guard Master letting them know I dicovered small tares only about 1 hour after the first call was made to start the claim. In nonway shape or form did I say it was the cleaning mans fault nor point fingers or blame anyone. I do not know where the holes came from I only known they were not there a month before I made the claim which was the last time the cover was washed. As far as the multiple stains the contract says the spill or stain must be reported within 5 days the main stain that was noticed was no more than a week old however the "multiple stains" were in the same said area as the tare in the protective cover. So the stains were made within the month and because the protective cover failed and basically fell apart. The tares aside if the bed was exchanged it would be trashed and the small tares wouldn't matter anyway since the whole thing would get shredded and stuffed in a land fill or burned off (and I did ask that question to the girl that helped me when I called guard master) also according to the contract I should have gotten 2 cleanings and I was denied even having the send back the cleaning company to try again. They also started off telling me that the issue was the small tares and that is what voided the warranty yet when they spoke to [redacted] about it they changed their story to it being multiple stains (again all in the same area because of the cheap plastic lining on the mattress cover) my bed was perfectly clean with no problems aside from a small dip on the opistie side of the bed. If the protective cover didn't fail then [redacted] would have had no problem exchanging my mattress but because the cover failed and they also failed to get the bed clean I had to go as far as to speak with one of the [redacted]'s assistants of [redacted] and them being the good and honest company they are decided after an inspection that they would honor the warranty that Guard Master should have covered to begin with because they failed to get the bed clean. Tares or not they have nothing to donwith the stain AMD the FACT that the cover was meant to prevent exactly this type of thing. Either way I'm done with this. 2 months of phone calls and waiting and not being able to use a bed I paid $1400 less than 3 years ago because this company held me up for so long. At least [redacted]'s was able to help where Guard Master just made things harder on me. [redacted] is replacing my bed and I'll be buying another mattress cover that is warrantied through another company. The product is a shame considering I've never had a spill of any kind before this issue and the one time I need it, it has a tare in the plastic and fails then the company that backs it does everything they can to get out of owning up to ita and honoring a replacement. I should not have had to go though this all for the last 2 months this should have been fixed one way or the other within 2 weeks. I could go on but there is no point, the company is dishonest and untrustworthy and will not do anything to make it right or they would have already.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Good Day [redacted],As per our conversation, check# [redacted] in the amount of $993.00 payable to [redacted] & [redacted] was shipped by UPS Ground. The Tracking for this package is as follows: [redacted].We apologize for the delay. Please let me know if you have any questions.Regards,Joan T**Warranty ManagerT: ###-###-#### Ext. [redacted]F: ###-###-#### OUR HOUSE: [redacted]
A cleaning has been assigned to clean the mattress and after follow-up with them I have confirmation that the mattress has been cleaned and is free of stains.
[redacted]
[redacted]
[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:
I have the bedgear mattress protector. It allowed leaks to the mattress below about 4 months ago. The company took forever to get back to me about the warranty. I had to have Revdex.com involved previously, and the company sent me a new mattress protector and had a company come out to clean the mattress. The mattress did return to new state. I used the second mattress pad the company sent out, and now 4 months later, I am having the same issue. The bed guard leaks and the mattress again has a huge yellow spot and smells of urine. I called the company, left 2 messages with no response, and finally called a 3rd time and spoke with a representative. He informed me that they would send out yet again another mattress pad and then a cleaner again. He proceeded to tell me that with this 2nd pad and 2nd cleaning the warranty would now be voided because of having this done again. I am furious, this company's product is NOT good for any toddler bed. So the product only works for 3-4 months, and I spent 70 on the product to get at most 8-10months out of its use. I feel that is a ridiculous. The company needs to be held to higher standards. After expressing this to the individual on the phone, I told them I did not want yet another crappy product. I told him that I would accept the cleaner so that the mattress is taken care of. At that time the gentleman I was speaking to went silent for awhile, I asked again when the cleaner would be sent up, there again was silence and the person hung up. HORRIBLE customer service. I am done with replacements. I want full refund for the product (69.99 +tax), and I want the mattress cleaned again.
After review of the claim we have decided to have the mattress cleaned, sanitized and deodorized. We will also ask that a professional service technician contact you schedule an appointment to have that done.We also asked that the mattress protector be returned to us which...
is part of the warranty. I have attached another copy of the [redacted] return shipping label if you please sent that back. If you have any questions please contact us at ###-###-####.Thank you,Antigone B[redacted]Warranty Manager?
Better Business...
Bureau:
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 reject their response because I originally made a claim to repair both my broken bedframe and my damaged nightstand table. The technician that contacted me said they only received an order to repair the bedframe not the nightstand table. I want my nightstand to be repaired as well as it should be covered under the warranty and it was part of my initial claim that I submitted on 9/**/14. This can be a separate order/appointment if necessary.
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 we have approved for your mattress to be replaced. An authorization will be sent to Sleepy's for an exchange. If you original mattress is not available a credit will be applied for reselection. The authorization takes approximately...
7 business days to process, once processed you will be contacted by the retailer. A mattress replacement fulfills the warranty an no further claims can be processed. If you have any questions please contact us at ###-###-####.[redacted]
[redacted]
*
I apologize that you have not received the waiver. I will make sure that you receive it by Monday June [redacted].If you have any questions please contact us at ###-###-####.[redacted]
I do apologize that the mattress has stains on the side. We are going to approve another cleaning of the mattress to remove the remainder of the stain.If you have any questions please contact me at ###-###-####.Antigone B[redacted]Warranty Manager
After review of your claims you had initially attempted to file a claim in January and did not supply the proper documentation so that claim was closed. We received a 2nd call in September for another claim. For this claim we received the appropriate documentation showing the...
purchase of the product but you had continued to use the mattress protector causing multiple stains. The warranty excludes multiple stains and also using a defect product voids the warranty. We also require that the all the necessary documentation be reported within 5 days and based on our records it was reported 9 months later which is outside the warranty timeframe. We did however mail a replacement protector and offered to cleaning the mattress. In order for us to clean the mattress we do ask that you sign a waiver acknowledging that the mattress does not quality for warranty service but we are still willing to attempt a cleaning. I have attached the waiver and a copy of the warranty for your review.
Thank you,
Antigone B[redacted]
Warranty Manager
###-###-####
I purchased a Vertex mattress cover from Sleepy's in [redacted]. Wanted to return it. The cover did not work for me. Sleepy's customer service was terrible. I could not return the mattress cover because I opened the package. I called Bedger with my complaint. No problem, they exchanged my mattress cover with a different style, in fact gave me two. Bedgear's customer service is wonderful.
This type of mattress has been cleaned in the past and has been done successfully. The warranty requires the stains to be reported within 5 days, it was reported us that the stain occurred at an unknown time, which makes this claim invalid. We did however offer you a courtesy cleaning of the mattress and if you choose not to have the mattress cleaned then the warranty only allows for a refund on the mattress protector.
Thank you,
Antigone B[redacted]
Warranty Supervisor
We have left a message for [redacted] to call us back in regards to the resolution of her claim request.
If she can please give us a call back our number is ###-###-####.
Thank you,
[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:
[Your Answer Here
I will start off with the comment about the tares in the mattress, I never stated that the tech damaged the bed in fact I sent an email to Guard Master letting them know I dicovered small tares only about 1 hour after the first call was made to start the claim. In nonway shape or form did I say it was the cleaning mans fault nor point fingers or blame anyone. I do not know where the holes came from I only known they were not there a month before I made the claim which was the last time the cover was washed. As far as the multiple stains the contract says the spill or stain must be reported within 5 days the main stain that was noticed was no more than a week old however the "multiple stains" were in the same said area as the tare in the protective cover. So the stains were made within the month and because the protective cover failed and basically fell apart. The tares aside if the bed was exchanged it would be trashed and the small tares wouldn't matter anyway since the whole thing would get shredded and stuffed in a land fill or burned off (and I did ask that question to the girl that helped me when I called guard master) also according to the contract I should have gotten 2 cleanings and I was denied even having the send back the cleaning company to try again. They also started off telling me that the issue was the small tares and that is what voided the warranty yet when they spoke to [redacted] about it they changed their story to it being multiple stains (again all in the same area because of the cheap plastic lining on the mattress cover) my bed was perfectly clean with no problems aside from a small dip on the opistie side of the bed. If the protective cover didn't fail then [redacted] would have had no problem exchanging my mattress but because the cover failed and they also failed to get the bed clean I had to go as far as to speak with one of the [redacted]'s assistants of [redacted] and them being the good and honest company they are decided after an inspection that they would honor the warranty that Guard Master should have covered to begin with because they failed to get the bed clean. Tares or not they have nothing to donwith the stain AMD the FACT that the cover was meant to prevent exactly this type of thing. Either way I'm done with this. 2 months of phone calls and waiting and not being able to use a bed I paid $1400 less than 3 years ago because this company held me up for so long. At least [redacted]'s was able to help where Guard Master just made things harder on me. [redacted] is replacing my bed and I'll be buying another mattress cover that is warrantied through another company. The product is a shame considering I've never had a spill of any kind before this issue and the one time I need it, it has a tare in the plastic and fails then the company that backs it does everything they can to get out of owning up to ita and honoring a replacement. I should not have had to go though this all for the last 2 months this should have been fixed one way or the other within 2 weeks. I could go on but there is no point, the company is dishonest and untrustworthy and will not do anything to make it right or they would have already.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Good Day [redacted],As per our conversation, check# [redacted] in the amount of $993.00 payable to [redacted] & [redacted] was shipped by UPS Ground. The Tracking for this package is as follows: [redacted].We apologize for the delay. Please let me know if you have any questions.Regards,Joan T**Warranty ManagerT: ###-###-#### Ext. [redacted]F: ###-###-#### OUR HOUSE: [redacted]
A cleaning has been assigned to clean the mattress and after follow-up with them I have confirmation that the mattress has been cleaned and is free of stains.
[redacted]
[redacted]
[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:
I have the bedgear mattress protector. It allowed leaks to the mattress below about 4 months ago. The company took forever to get back to me about the warranty. I had to have Revdex.com involved previously, and the company sent me a new mattress protector and had a company come out to clean the mattress. The mattress did return to new state. I used the second mattress pad the company sent out, and now 4 months later, I am having the same issue. The bed guard leaks and the mattress again has a huge yellow spot and smells of urine. I called the company, left 2 messages with no response, and finally called a 3rd time and spoke with a representative. He informed me that they would send out yet again another mattress pad and then a cleaner again. He proceeded to tell me that with this 2nd pad and 2nd cleaning the warranty would now be voided because of having this done again. I am furious, this company's product is NOT good for any toddler bed. So the product only works for 3-4 months, and I spent 70 on the product to get at most 8-10months out of its use. I feel that is a ridiculous. The company needs to be held to higher standards. After expressing this to the individual on the phone, I told them I did not want yet another crappy product. I told him that I would accept the cleaner so that the mattress is taken care of. At that time the gentleman I was speaking to went silent for awhile, I asked again when the cleaner would be sent up, there again was silence and the person hung up. HORRIBLE customer service. I am done with replacements. I want full refund for the product (69.99 +tax), and I want the mattress cleaned again.
After review of the claim we have decided to have the mattress cleaned, sanitized and deodorized. We will also ask that a professional service technician contact you schedule an appointment to have that done.We also asked that the mattress protector be returned to us which...
is part of the warranty. I have attached another copy of the [redacted] return shipping label if you please sent that back. If you have any questions please contact us at ###-###-####.Thank you,Antigone B[redacted]Warranty Manager?