Bedgear GM Warranty Services

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 agreedI believe this could be because my address was not correctI called corrected the address and was told a replacment cover would be mailed to my corrected addressMy correct address for all future communications is (until November 2015): [redacted] Sincerely, Porsche B***

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 morethe 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 ithe advised me to file a complaintI don't see how I should be stuck with a damaged mattress because the mattress protector failed meHow can I not get help because I have several stains that I seen all at once when I went to remove it to wash itI 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 plasticI haven't removed the plastic from my mattress until I moved into my new apartment 11/I had finally removed the plastic from my mattress and reattached the mattress protectorI assumed as a mattress protector the job is to protect the mattress being that it's waterproofThis company brand speaks for itself with all of the complaints against them I understand exactly whythey 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]

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 mattress.Antigone B [redacted] Warranty Manger'###-###-####

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

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 BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]

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 doneI 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 protectorHaving that is my only proof and I don't want to release that until they honor their warranty

We were unable to find cleaners in the areaMattress replacement has been approvedA letter was sent to the retailer, who will contact the customer via mail to inform the next stepsA letter was sent to the customer informing them about the mattress replacement approval.Mattress replacement
approved 08/**/Letter sent to customer 08/**/

We have left a message for *** 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,*** ***Warranty Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The Gel Memory foam mattress can not get wet so it can't be cleaned The stain occurred sometime and I was unaware of a five days notificationThe fact of the matter that the pad shouldn't have soaked through regardless of the five days
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We were able to contact *** *** and explained that we were trying to contact him for the past few days. In addition, we informed him that his request for a refund had been granted . A copy of his receipt was requested and received
via email Check *** was mailed 06/**/for the amount of $

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 and the matter has been resolved
Sincerely,
*** ***

Customer *** *** filed a warranty claim for her mattress protectorThe first stage in our process is to clean the mattress, if the cleaning is unsuccessful then the next step is to offer a 2nd cleaning or replace the mattress. The entire process was explained to *** *** and she
agreed to the terms*** *** was contacted by the cleaning company and scheduled her cleaning for 2/**/After the cleaning *** *** contacted us and reported that the cleaning was unsuccessfulWe explained to her that once we receive the cleaners report and pictures of the mattress we will review the information and contact her with a decision*** *** sent us a letter on March **, demanding payment in the sum of $1,which she stated was the cost of her mattressOn 3/**/I spoke with *** *** and she was made aware that cash was not option in lieu of her mattress being replacedand informed her that we received the report and pictures from the cleaner and we decided to replace the mattressShe requested a written document to show proof that we would be replacing the mattress and we sent her a final claim letterI explained that the process takes to weeks and she acceptedI also informed her that it’s possible for the retailer to require the removal of the soiled mattress at the time of delivery of the replacement mattress*** *** is insisting on keeping the soiled mattress so I told her she should discuss it with the retailerThe credit authorization was emailed to the retailer who confirmed that it was received*** *** will be contacted as soon as the credit is available to arrange the replacement of her mattress

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 and the matter has been resolved.However, please note I have not received a replacement cover as agreedI believe this could be because my address was not correctI called corrected the address and was told a replacment cover would be mailed to my corrected addressMy correct address for all future communications is (until November 2015):*** *** *** *** ***
*** ** ***
Sincerely,
Porsche B***

This
warranty covers an isolated stain that is reported within days of the
incidentIt 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 buiof perspiration, hair
or body oil, and soiling from everyday use.Although you are not qualified for a cleaning, we
would like to offer a courtesy cleaning to youWe 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***Warranty Supervisor###-###-####

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 and the matter has been resolved
Sincerely,
*** ***

06/**/We contacted the customer today and we were able to provide the needed assistanceWe apologized for the delay due to high call volumeResolution:Two claims were created and the mattress protectors were orderedTracking number was sent via emailInstructions on how to wash the
mattress protector were provided and a copy of the mattress protector warranty for future reference

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your company is just trying to cover your behind I'm pretty aware of how things work my sister worked for sleepys and you guys aren't trying to take responsibility for your faulty mattress protectorI AM DISATISFIED MY MATTRESS PROTECTOR IS FAULTY AND THE GUY YOU SENT TO CLEAN MY BED DAMAGED THE FIBERS IN MY BED CAUSING THE MATERIAL TO BREAK UP!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Good Day,*** *** filed her claim on January *, We requested pictures and sales receipt which was received on January **, A replacement mattress protector was ordered on Jan. **, After, we do not show we communicated with M** ***In our report, we
show that the incident happened on December **, and the claim was reported on January *, Within our warranty guidelines , the accident needs to be reported with in daysWe have reached out to M** *** 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

I spoke with this customer on 1/**/2017.** *** was made aware that we were doing inventory and that was the reason for the delay. I apologized to customer *** *** for the delay of his replacement pillow and gave him the tracking number to track his package and as per the ***
tracking # its out for deliver today 1/**/