Bedgear GM Warranty Services

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 feel like they set me up to sign this for them to clean my mattress because they knew the stains wouldn't come out. and when the guy did the cleaning he said the company should pay for another mattress and when he was trying to clean my mattress the fibers in the mattress were damaging and it made the stains worst. my sister worked for sleepys and told me to buy this mattress protector because it gives me a extended 10 year warranty that is exactly what I did. I just removed the plastic from my mattress which was the only thing protecting it . I noticed the stains when I went to wash the mattress protector and I was very shocked when I seen the stains which is why I called sleepys and they told me to call the mattress protector company. my issue ISN'T RESOLVED. I have stains spread out on my bed after the cleaning and damaging done to my bed for them trying to clean it. they didn't want to be held responsible for anything.
 
 
 
 
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]

I have reordered the mattress protector.   Thank you,Antigone  B[redacted]Warranty Manager

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.

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

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?

Thank you for contacting us regarding your return request.   I do apologize  that you did not receive the return shipping label that was e-mailedto you on July **, 2015    The return label has been resent  and we received confirmation that it has been...

received.If you have any questions please contact us at ###-###-####.Thank you,Antigone B[redacted]Warranty Manager

Summary: – customer was informed that the claim was approved and mattress will be replaced. He was also notified that this action fulfills the warranty – original retailer where customer purchased the mattress contacted us to notify us that the customer no longer lived in that area. He moved to...

another stated and they were not able to deliver to that distance. Customer was informed – customer was notified of the warranty policy : If the technician is unable to remove the stain, GM Customer Service may replace the mattress. If the mattress is not available, the original owner may select a new replacement mattress equal in value to the original purchase price from the original retailer from whom this warranty was purchased. Delivery, any tax or set-up arrangements, as well as transportation and disposal charges are the responsibility of the customer and/or the selling retailer. GM Customer Service cannot guarantee ticking or dye lot match for replacements. Replacement of the mattress fulfills all terms and conditions of this warranty. In the event that the mattress cannot be cleaned due to the mattress manufacturer’s conditions, the customer may be given the option of a full refund of the retail purchase of this mattress protector, in lieu of replacement, should the owner decide to keep the original mattress in its present condition. NOTE: If you submit a covered claim for a stain or damage that GM Warranty Services is unable to repair and the original retail establishment where you purchased your mattress and this warranty has closed, changed ownership, stopped selling mattresses since your purchase, or no longer carries Guard Master as a supplier, GM Warranty Service’s liability will be limited to a refund of the purchase of this warranty per the stated cost on the original retail invoice. We also explained that we would do our best to accommodate his needs. He understood. We found another retailer in the new state where he lives. At the time he was willing to go that store (aprox. 37.4 mi). He later contacted us and stated he found another store closer to his house. We explained we needed to verify if we could process it through the store he suggested. Longer process than usual since it was not the original retailer where the items were purchased. We were unable to obtain a positive response from the store. We explained to [redacted] the outcome and that the resolution would be to refund the cost on the did not agree at the time with the resolution. Resolution-we spoke with [redacted] he agreed to obtain a mattress replacement through the store that was scheduled during the first attempts. Request has been sent to the store and they will be contacting the customer to scheduled the replacement. We contacted the customer, but did not receive a response . A voicemail was left. We contacted him again to confirm.

Refund was applied 08/**/2017. We apologize for any inconvenience this may have caused.