Bedgear GM Warranty Services

The consumer confirmed that she received a replacement protector directly from the storeWe also confirmed with the carrier that the latest protector we sent to the consumer address after updating the address according to the carrier it arrived to its destiny 08/**/When the business receives
a notification from a carrier that the address cannot be recognized we contact the consumer to verifyWe contacted the consumer to verify the address and she confirmed it was correctHowever when tried again and made other possible corrections to the address we continued to receive a message that the address was not correctWe like to ensure that the address is correct since the packages are sent via *** ground and they are left in the front doorWe sent the package on 08/**/to address that the carrier confirmed and it arrived 08/**/We sent an email to the customer to notify arrival and apologizing for inconvenienceTracking Number: *** Service: *** Ground Weight: lbs Shipped/Billed On: 08/**/2017Delivered On: 08/**/12:P.M. Delivered To: CAMPTON, NH, US Left At: Front Door

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 I agree to a refund of the protector pad
Sincerely,
*** ***

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 mattressThe 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***Warranty Manager###-###-####

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***Warranty Manger'###-###-####

I spoke with customer *** *** today 1/**/letting her know that we are replacing her mattress and because her mattress is being
replaced she will not be reimbursed for the king size mattress protector and she agreedHowever we are reimbursing her for the full size mattress protector and because of that she is not eligible to file a claim on the full size mattress, she is fully aware of the terms and agreedAttached is a copy of the mattress replacement final claim letter that was emailed to the customer Thank you, Donna L*** ** *** *** * ***
*** ***
** ***

Good Day,Our Bedgear encasement warranty states if the original encasement fails, a onetime encasement can be replaced but it does not warranty the mattressWe can replace the encasement for *** *** 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# ***, 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,
*** ***

This type of mattress has been cleaned in the past and has been done successfully. The warranty requires the stains to be reported within 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***Warranty Supervisor

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]

Customer [redacted] mattress was replaced on 12/*/2016. Attached is a copy the final claim letter.   Thank you, [redacted] GM Warranty Services – Warranty Claims Specialist T:###-###-#### F: ###-###-####

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. The check for $249.99 was received today. 
Sincerely,
[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

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

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

Prior to this complaint the cleaning company hired by GM Warranty Services stated that they had made several attempts to contact the customer to schedule the cleaning. Resolution: The customer has been contacted 06/[redacted]/17 to verify availability to receive phone call from cleaning technician....

[redacted] provided information of best time to be reached. On 06/**/17 cleaning technician hired by GM Warranty services contacted the customer and scheduled an appointment to clean  the mattress. Mattress cleaning has been scheduled with Jon James (husband of [redacted]). Appointment date is 06/**/17 between 8:30am and 9:00am local time (EDT).

The warranty covers stain that is reported within 5 days of an isolated incident.  It was reported to us that the stains are unknown and that the date of occurrence is unknown.  The warranty covers stains that are caused from human or pet bodily fluids as well as beverage consumed by...

humans.  The warranty excludes unknown stains that have been accuring over a period of time.  Attached please find another copy of the warranty for you reference.Thank you,[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]

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###-###-####

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]

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**