Bedgear GM Warranty Services

Revdex.com:I have received statement that BEDGEAR will be replacing mattress.  Please keep ticket open so I an update status as needed.  Their statement states that they have begun the paper work.
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:

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]

Good Day,Our Dri-Tec mattress protector has a waterproof barrier to protect the mattress from stains and fluids. The Dri-Tec fabric surface wicks away heat and moisture to keep an individual cool and dry while sleeping. This breathable waterproof barrier back protects and covers the top of the...

mattress only. The stain or mold was not found on the top surface of the mattress but it was found inside along the side of the mattress in which the customer uncovered the mattress casing to discover mold within the layers of foam. Our warranty covers fluids or stains that penetrate through the top of the mattress protector. This covers isolated stain removal only and not general soiling. General soiling is defined as gradual buildup of dirt, dust, and perspiration, which cannot be attributed to a single occurrence. Typically, mold inside the mattress is commonly due to the manufacturer or humidity in an area over time. This is not covered under our warranty. Thank you, Joan T**Warranty Manager

Based on the terms and conditions of the warranty the stains
needed to be reported within 5 days of the incident.  It was reported that the accident happened
within the past 2 months which is outside the warranty guidelines.  The warranty also excludes multiple
stains.  It was also...

reported that there
were two different incidents on the mattress.Although you are not qualified for service on the mattress
we did however, offer a courtesy cleaning so that a professional service technician
can clean, sanitize and deodorize the mattress.  Without the waiver we will not be able to service your mattress due to
your claim not falling within the warranty guidelines.I have attached a copy of the warranty which explains that
the accidents needed to be reported within 5 days and that multiple stains are
not covered.If you would like for us to have the service technician
contact you please sign and return the waiver.If you have any questions please call us at ###-###-####.Antigone B[redacted]Warranty Supervisor

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 5 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'###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  Right now the company has contracted the cleaner (same cleaner that did not show up 2 times) to come to our home on 6/**/2017.  I look forward for them coming to finish the job.  Hopefully the appointment will take place and we can finalize everything.  Thank you.
[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]

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:

From: [redacted] [[redacted]] Sent: Monday, March **, 2016 8:12 PMI have called Bedgear several times since I saw their response about leaving me a message. No one will return my call. Furthermore, the check that Donna said was being sent last week is yet to arrive. I think they're still giving me the run around. I'm very disgusted with their avoidance to stand behind their own warranty. [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 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]

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

06/**/2017 – Contacted (phone call) [redacted]or claim [redacted]. During our call [redacted] stated that he received the mattress protector replacement. We apologized for the call waiting.  We explained cleaners have been calling [redacted] phone number. The Claim was filed under his...

wife (J. Martinez) contact information and phone number. Per his request, we updated the file and added his number as the main contact phone number. He explained that his wife not always answers phone calls from unknown numbers. The cleaners explained that they had previously tried to schedule an appointment, but there was no availability for the requested hour/date at the time. We contacted the cleaners and provided the new phone number. The cleaners were able to speak with [redacted] today. They agreed on a date and will meet them during his lunch hour. Resolution: apologized for call waiting, mattress protector was received confirmed by customer and cleaners appointment was scheduled. We contacted the customer via phone and email to confirm cleaners appointment.

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 Manager1-800-545-7125

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 will be replacing the mattress for the consumer. This claim should have been approved for a cleaning and if the stain would have not come out, we needed to replace the mattress. Upon thorough review of the situation, we narrowed the cause to an error where we failed to observed the...

original submission date. The claim will be approved through the regular process. Courtesy cleaning will be dismissed and mattress replace - since the stain did not come out. We began communications with the furniture to process the credit and replacement.

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]
 When the mattress was removed from the home, it was cut up to be disposed of and the mold was in fact throughout the interior of the mattress and not just the sides as originally thought.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I spoke with [redacted] on 1/**/2016 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 10 days.  Please contact us at ###-###-#### with any questions. Antigone B[redacted]Warranty Manager

Revdex.com:At this time, I have not been contacted by Guard-Master / Bedgear regarding complaint ID [redacted].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]

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]