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Dan's Auto Repair & Sales, Inc.

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Reviews Dan's Auto Repair & Sales, Inc.

Dan's Auto Repair & Sales, Inc. Reviews (61)

To whom it may concern:  We have discussed Ms. [redacted]'s concerns with her upon receiving her Revdex.com complaint.  An inspection of her mattress in order to determine whether there is a manufacturer's defect was scheduled and performed.  It was determined that there is a 1 5/8" impression...

in the mattress that qualifies as a defect under the manufacturer's warranty guidelines.  The manufacturer has approved an exchange at no cost to Ms. [redacted].  This exchange is scheduled to take place on September 7, 2017.  Additionally, Metro Mattress has agreed to refund the purchase price of Ms. [redacted]'s first purchase in the amount of $658.79.  As of the date of this response, Ms. [redacted]'s concerns have been fully addressed and satisfied with the aforementioned resolution.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I will contact the bank and close the account.  Thank you for your help and direction.  Regards,
[redacted]

This letter is in response to the complaint filed by [redacted], ID # [redacted].  The nature of this complaint pertains to a warranty claim. The warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp.  All decisions...

concerning the warranty claim are made by the Manufacturer.  This includes the validity of the claim, and any replacement model offered.  However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer.  This includes all necessary paperwork, inspection, and communication with the consumer. Upon review of the in-home assessment performed on Ms. [redacted]’s mattress, it was found to have a body impression of ¾”.  Based on this information, the manufacturer determined that the impression was to be deemed a normal body impression in accordance with the manufacturer’s limited warranty coverage guidelines. We apologize if the associate that Ms. [redacted] spoke to was mistaken in the actual guidelines set forth by the manufacturer.  The warranty states the following: WHAT IS NOT COVERED.-Impressions less than that of 1 ½”.  This is normal and represents the conforming of the surface to the shape of a sleeper; much like the insoles of a quality pair of shoes. While we are very sorry to hear that Ms. [redacted] is experiencing discomfort with her sleep set, Metro Mattress unfortunately does not have the authority to make decisions in the warranty approval process and therefore cannot overturn the decision of the manufacturer in her claim. Ms. [redacted] does still have a valid active warranty on her bed.  If there are any changes in the impression, we hope Ms. [redacted] contacts us directly.  Metro Mattress is more than happy to reopen the claim with the manufacturer so long as Ms. [redacted] can furnish us with any information showing the performance of the mattress exceeds the guidelines of the Manufaturer’s Limited Warranty. If there are any further questions pertaining to this account, please feel free to reach me during normal business hours at ###-###-####. Respectfully, Mark B. Director of Service & Procurement Metro Mattress Corp.

The business offered a $1.200 CREDIT toward a new mattress from their company.  That is not acceptable.  We have already been through that process with the first mattress.  We received a $1,200 credit toward a second mattress (the one we are talking about now). The second mattress had the same problem, it sagged in the middle.  The company sent their contractor out to take measurements and agreed with us that the mattress was defective.  The company said the manufacturer would not stand by the warranty.  We discussed it and eventually they sent their own person out to take measurements.  He agreed with us as well.  The mattress is defective.  Now they want me to do that again.  I asked for $1,000 cash to resolve the matter. Our backs could not use the mattress and we had to buy a quality mattress from another company.  This whole process was designed to frustrate a buyer.  We believe the company acted in bad faith and sold poor merchandise.

To Whom It May Concern:Upon receiving the Revdex.com complaint Metro Mattress contacted Mr. [redacted] and discussed his concerns.  Despite being over the 30 day comfort exchange period Metro Mattress agreed to allow Mr. [redacted] the opportunity to take advantage of our comfort exchange...

policy.  On March 13, 2018 Mr and Mrs [redacted] selected a new mattress set that is currently scheduled for delivery on March 17, 2018.  This was agreed upon in full satisfaction of their complaint filed with the Revdex.com.

We apologize for the delay in completing the warranty claim filed by Ms. [redacted].  First, it should be explained that warranties on all bedding sets purchased through Metro Mattress are furnished by the Manufacturer and not Metro Mattress.  All decisions concerning the warranty claim are...

made by the Manufacturer.  This includes the validity of the claim, and any replacement model offered.     There are 2 reasons for this delay.  First, the measurement of the impression in the mattress came back at 1 3/8”, which is slightly below the 1 ½” impression required by the manufacturer in order to obtain an exchange approval.  Upon speaking at length with the manufacturer on Ms. [redacted]’s behalf, we were able to convince them of the issue due to the impression happening in such a short period of time.     The second issue is one unfortunately out of the control of Metro Mattress.  Upon inspection, the mattress was also found to have a 3” dark stain in the middle of the mattress.  Under the terms of the warranty provided by Spring Air Mattress, any stain can void the warranty coverage completely.  This was relayed to Ms. [redacted] by letter in mid-October.  The warranty specifically states the following:WHAT IS NOT COVERED-Damage to the mattress fabric due to soiling, stains, bodily fluids or burns is considered unsanitary and will void your warranty.-Impressions less than that of 1-1/2”. This is normal and represents the conforming of the surface to the shape of a sleeper; much like the insoles of a quality pair of shoes.The letter mailed to Ms. [redacted] from Metro Mattress stated the following:     Upon review of your claim information, your sleep set was found to show signs of staining.  Stains, soiling, fluid penetration or other signs of “abuse” gives the manufacturer grounds to void further coverage.  Therefore, Metro Mattress wanted to inform you of this warranty guideline instead of sending your information to the manufacturer.     Subsequently, the validity of your claim has not been established.  A formal review of the “defect” being reported can only be reviewed by the manufacturer if the affected areas have been addressed, and all signs of stains/soils are completely undetectable.  Once you have successfully removed all signs of staining, Metro Mattress will be happy to aide you in the filing of a warranty claim with the manufacturer.       As you can see, Metro Mattress has been making every attempt to service the account to benefit Ms. [redacted].  Once she confirms that the stain has been completely removed, we will gladly be able to obtain the authorization to exchange the mattress from the manufacturer.     If there are any further questions pertaining to this account, I can be reach during normal business hours at ###-###-####.Respectfully,Mark B[redacted]Director of Service & ProcurementMetro Mattress

This email is in response to the complaint filed by Ms. [redacted]  The nature of Ms. [redacted]’s complaint pertains to the Comfort Exchange program offered by Metro Mattress.     Metro Mattress offers the Comfort Exchange program for...

customers that feel they selected the wrong mattress for their needs after delivery.  This program is not a part of the warranty coverage, nor is Metro Mattress obligated to offer such recourse.  The program exists solely as a gesture of good faith to our consumers so that they are afforded the opportunity to reselect off of a mattress they do not like.     The policy, and all associates fees/charges are specifically stated on Ms. [redacted]’s proof of purchase.  Ms. [redacted] was in possession of the proof of purchase for 4 days before she accepted any goods.  Additionally, I have included a copy of Ms. [redacted]’s receipt complete with her signature acknowledging agreement to the terms and conditions of purchase.     The 1-Year SLEEP ON IT Guarantee policy specifically states the following:“Our Comfort Exchange Program is limited to bedding only. Adjustable Bed Bases, frames, futons, daybeds, headboards, bunk beds, pillows, etc., are NOT part of the Comfort Exchange Program.”     Pertaining to the itemized pricing structure, Metro Mattress offers customer a discount on items like adjustable power foundations when they upgraded from a standard flat set.  In addition to this upgrade discounted price, it would appear that Ms. [redacted] was also able to receive a discount on the mattress set pricing to which the adjustable base was added.  With all of these factors combined, Metro Mattress arrived at a discount package price for Ms. [redacted]’s complete adjustable set.  This was not itemized as the pricing was contingent upon purchasing both pieces together.  Please see the breakdown below:Memory Touch 8” Queen Flat Set everyday low price = $1,699.99Premier Queen adjustable base everyday low price = $999.99-------------------------------------------------------------------------... Total Everyday Low Price = $2,699.98     Ms. [redacted] paid $1,629.99 for the complete adjustable set, a $1,069.99 savings.  Metro Mattress’ standard upgrade price for the Premier Queen adjustable base is $750.00 (a 25% discount from everyday low pricing).  If we were to deduct that from the price paid by Ms. [redacted], her Comfort Guarantee credit for the mattress only should be $879.99 towards the reselection of another mattress only model.     As previously stated, Ms. [redacted] was in possession of this complete policy for 4 days before accepting any goods from Metro Mattress.  This is deemed a reasonable amount of time for Ms. [redacted] to review these policies that she acknowledged on the attached receipt.     Metro Mattress is glad to offer a program like the 1-Year SLEEP ON IT Guarantee, even though we are not required to do so.  We do not find that Ms. [redacted] has been treated unfairly, and are glad to report that she may still exercise her ability to use the 1-Year SLEEP ON IT Guarantee program.     If there are any further questions pertaining to this account, I can be reached during normal business hours at [redacted].Respectfully,Mark I. B[redacted] Jr.Director of Service & ProcurementMetro Mattress

It should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress.  All decisions concerning the warranty claim are made by the Manufacturer.  This includes the validity of the claim,...

and any replacement model offered.  One guideline that is in most mattress warranties states that any stain will void coverage.  Unfortunately, Metro Mattress does not have any authority over this guideline.     I am however, pleased to report that since the time this complaint was filed, Metro Mattress was able to resolve the issue on the customer’s behalf.  The exchange was completed on 03/02/17.

Albeit very rare to have a repeat issue such as Mr. [redacted] is reporting, the warranty protects the consumer against defects.  The warranty does not however, award upgrades.  As previously stated, in the event that a defect is found in Mr. [redacted]’s mattress, an upgrade credit will be established.  Mr. [redacted]’s desired settlement however cannot be honored at no cost.  The bedding Mr. [redacted] is requesting is significantly more expensive than the quality level he purchased.  Metro Mattress will, as always, do our best to help Mr. [redacted] as best we can.   If there are any further questions pertaining to this account, please feel free to reach me during normal business hours at (315) 218-1235.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear b**ow.
Regards,  [redacted] I received from metro mattress. Everything I read has already been told to me, and Mark B[redacted] stands by his decision to not offer me a refund of my money. As I stated previously, my wife is a veteran with a service related back disability and her sleeping on a quality mattress is my number one priority. I was simply requesting a refund so that we could invest in a local mattress from a Company in Hawaii to make things easier if we had further issues. I'm sure her having back problems is not a concern of Metro Mattress as they want to stick me with the same mattress that inflames her back pain now.  I will ensure fellow FT Drum Soldiers know what kind of Company this is and highly recommend them to stay clear of Metro Mattress. How is it you have personnel that can deliver mattresses to the installation but no one has access to come take photos? That seems very odd to me that you state it could take months for someone to gain access to ft. drum. I am very disappointed I spent my hard earned money on this mattress and that I gave it to a Company like this. I will contact FT. Drum legal office to see if there are any further steps I can take or try and recommend this Company to the off limit establishments for Soldiers.

According to our records, the store has been authorized to exchange this foundation as requested.  The customer should have already been contacted in this regard.

First, it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp.  All decisions concerning the warranty claim are made by the Manufacturer.  This includes the validity of the claim, and any...

replacement model offered.  However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer.  This includes all necessary paperwork, inspection, and communication with the consumer.      Initially, we had an issue finding the proper data to furnish to the manufacturer to corroborate a defect as is defined in the Manufacturer’s Limited Warranty.  After continuing to work with Mr. [redacted], I am pleased to report that we were eventually able to acquire approval from the manufacturer for an exchange.  This claim has now been satisfied.  If there are any further questions pertaining to this claim, I can be reached during normal business hours at ###-###-####.

First, it should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp.  All decisions concerning the warranty claim are made by the Manufacturer.  This includes the validity of...

the claim, and any replacement model offered.  However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer.  This includes all necessary paperwork, inspection, and communication with the consumer.     Mattress manufacturer’s do not keep models in production in perpetuity, and normally will change all of their model lines about once per year.  In the event that the manufacturer approves the replacement of a model due to defect, but that model is no longer in production, they will authorize the exchange with a model in their current line that matches the same level of quality and support as the model being replaced.  The approved model is shown to the customer in advance of delivery.     Concerning Mr. [redacted]’s statement about having been sold a product “not suited for his condition”.  Metro Mattress does our best to help consumers choose a sleep system that works best for them.  However, comfort is subjective and the consumer must ultimately decide that matter.  Additionally, if Mr. [redacted] had a specific need or type of mattress, that would need to have been discussed in the selection process and not 1 year after it was delivered.  Metro Mattress does not claim to offer medical advice to consumers.  Mr. [redacted]’s specific needs due to a personal affliction are now being discussed in hindsight, as they were seemingly not requested by Mr. [redacted] at the time of selection.     As previously stated, Mr. [redacted] does have a valid manufacturer’s limited warranty covering this mattress.  In the event that there is a defect, Metro Mattress (as we have done before) will make sure the manufacturer holds up their obligation as set forth in that warranty.  Unfortunately, the warranty does not cover issues due to preference.  Without proof of a defect in Mr. [redacted]’s merchandise, Metro Mattress is not authorized to replace the mattress in question.Respectfully,Mark B[redacted]Director of Service & ProcurementMetro Mattress

Unfortunately, we are unable to locate the specific account information for Ms. [redacted]’s account as no invoice or customer ID numbers were referenced.  It appears that Ms. [redacted]’s complaint pertains to her request for a second comfort exchange due to comfort...

preference issues. Metro Mattress offers a 1-Year SLEEP ON IT Guarantee program which allows customers to make an exchange on a mattress in the event that they feel they may have selected the incorrect mattress for their taste.  Although the program creates a significant expense to Metro Mattress, we are proud to offer the policy to help the very small percentage of customers that actually need the program.  However, due to the nature of the policy, Metro Mattress clearly limits the ability to exercise this policy to one time only.  As it is printed on Ms. [redacted]’s receipt, the 1-Year SLEEP ON IT Guarantee makes the following statement in it’s very first sentences:       If you find that within ONE YEAR after the receipt of your bedding, you are not satisfied with your purchase, Metro Mattress will allow you a one-time exchange of your complete sleep set (mattress and foundations - excluding adjustable bed bases), for another sleep set of equal or lesser value.  This offer is a One Time Only Exchange. No exceptions.  Additionally, the following is stated on Ms. [redacted]’s receipt: REFUND POLICY ALL SALES ARE FINAL. MERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME.       In the event that our assumption is correct, and Ms. [redacted] has already received a comfort exchange, then Metro Mattress has fulfilled our obligations as stated in the policy.  It’s regretful that Ms. [redacted] was offended by the advice of adding a mattress topper to her sleep set in an effort to alter the comfort ore to her liking.  However, that is a very valid solution to the problem.

As stated in our previous response, Metro Mattress is willing to refund the purchase price in full as requested by the customer upon return of the merchandise.  Since this was financed and subsequently paid off, Metro Mattress will issue a refund check at the time of the merchandise pick up as to not provide a delay in waiting for the return of funds.  Unfortunately, we recycle the customer's old bedding and do not have it to return to them as is it customary to do so in our industry.  We understand the inconvenience of having to find another mattress set, however, it will be the customer's sole responsibility to coordinate the purchase of a replacement sleep set from another retailer.  If the customer would like to accept this offer please contact our Customer Service Department directly at 315-218-1251 to schedule the pick up and refund accordingly.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I would like a refund for the balance due this is robbery and I feel that it is also illegal.
Regards,
[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.   We are currently awaiting notification of delivery schedule. 
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I had no choice but to accept a replacement for me broken platform. I had no bed to sleep on, suffering from sleep apnea and sciatica. I stopped hearing from Metro Mattress completely and made several calls to try and get a resolution. When I went into the store - I went there to get my money back. I was met by a woman named Mandy who was nothing but rude and condescending to me. I had my father with me to give me a little bit of support. He was basically told to "SHUT UP" and he was not going to be spoken to. I spent two nights sleeping on a small sized couch - further aggravating my sciatica. No one seemed concerned that I had no bed. As long as they all slept in their beds that night, I guess that is okay. when the two delivery guys showed up the next day, they removed my mattress and both looked at each other and said "This was put together wrong, we can fix this." I advised them that there was to be no fixing of anything. Why was it put together incorrectly in the first place? No one at Metro Mattress wants to answer that question. When the platform fell apart, it ripped the fabric surrounding it. The two men ten proceeded to make comments about the gentleman that had originally built it, all while I was standing right there. The level of professionalism during this whole event was extremely poor. I am still seeking some form of financial compensation for the two nights I was without a bed, the way both my father and I were treated and the general poor customer service show by Metro Mattress. It's funny that as I talk to friends of mine, seems a lot of them have had issues with Metro Matress. How the Revdex.com can support a business like this is unbelievable.  Regards,  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   Regards,   [redacted]

Metro Mattress has received Mr. [redacted]'s complaint and will respond accordingly.  Mr. [redacted] received delivery of his mattress set in February 2014.  He completed a warranty claim form that was submitted to the Metro Mattress customer service department.  We sent out a third party...

inspection company to report on the mattress in order to determine whether a defect exists.  The in-home inspection reported a 1" body impression.  Body impressions, which are not a defect, are to be expected in all types of mattresses.  An impression of up to 1 ½” is within industry standards and not considered to be defective.  The impression is a result of the comfort materials simply conforming to the customer's body.  Therefore, the bed set was deemed to be wearing as it should and performing within manufacturing standards.  The Manufacturer’s Limited Warranty on any sleep set covers Manufacturing Defect in the construction of the bed but in this case there isn't any defect identified.   Upon inspection it has been deemed that the model in Mr. [redacted]'s home meets all manufacturer specifications, and is not defective in any way.  However, Metro Mattress did extend a significant discount to Mr. [redacted] in the event that he was interested in purchasing another sleep set.

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Address: 3000 E 1st Av #216, Denver, Colorado, United States, 80206

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