Dan's Auto Repair & Sales, Inc.

This letter is in response to the complaint filed by [redacted], ID # [redacted].  The nature of this complaint pertains to a warranty approval.  Upon Mr. [redacted]’s initial warranty claim filing, Metro Mattress requested photos in an effort to speed up the...

process.  The security guid**ines for the military base in which Mr. [redacted] resides required approval for an inspector to enter the base.  That process could take more than a month.  The request for photos is a normal protocol in the claim process and is not deemed to be unreasonable.  Next, 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 mod** 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.   The warranty coverage offered by the manufacturer does not extend the ability for the consumer to upgrade or change mod**s.  It is a simple replacement warranty.  Metro Mattress does allow consumers to use the actual dollars they spent as a credit in the event that they want to switch to a different model.  This ability to change is offered as a gesture of good faith to our customers.      Mr. [redacted] decided that he wanted to use his credit to look at something else, but did not want to spend any more money.  Mr. [redacted] contacted my office to voice his displeasure on the matter being that the dollar credit did not afford him the same quality as he currently had.  I agreed with him that the quality was lower and urged him to take the even exchange as offered by the manufacturer to ensure he received the exact quality that was originally purchased.  I also explained that a refund is also not an option under the terms of the warranty.     Metro Mattress has been as attentive as we can in aiding Mr. [redacted] with the claims he has filed on the mattress and the mattress protector.  The replacement mod** will be free of defect and provide a much more comfortable night’s sleep.  Also, as I explained to Mr. [redacted] on the telephone, being that the mattress is manufactured by [redacted] Mattress Co., he will still have full warranty coverage in Hawaii as [redacted] is a national company.     Mr. [redacted]’s insinuation that Metro Mattress is or has taken advantage of anyone, military or otherwise is unreasonable and without merit.  We are trying our best to instruct Mr. [redacted] in his decision so that he does not lose out in quality in any way.      If there are any further questions pertaining to this account, please feel free to reach me during normal business hours at (315) 218-1235.   Respectfully,  Mark I. B[redacted], Jr. Director of Service & Procurement  Metro Mattress Corp.

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. FIRST I WOULD LIKE TO SAY MY GRANDMOTHER DID NOT APOLIZE AT ALL SHE WAS PRETTY FUSTRATED AT THIS POINT BECAUSE SHE SAID IT WAS TO PRICEY AND WE  HAD TO STICK WITH THIS COMPANY.THE PRICE I AM PAYING IS NOT WORTH IT AND WAS TREATED POORLY.VERY UNHAPPY!!!!!  Regards,   [redacted]

This letter is in response to the complaint filed by [redacted], ID # [redacted].  The nature of this complaint pertains to a warranty approval.  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.   The warranty coverage offered by the manufacturer does not extend the ability for the consumer to upgrade or change models.  It is a simple replacement warranty.  Metro Mattress does allow consumers to use the actual dollars they spent as a credit in the event that they want to switch to a different model.  This ability to change is offered as a gesture of good faith to our customers.     And lastly, the following is stated in the terms and conditions of purchase found posted in our stores as well as printed on Ms. [redacted]’s receipt:REFUND POLICYALL SALES ARE FINAL.MERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME.     It is unfortunate that Ms. [redacted] had a defect identified in her mattress.  However, the manufacturer has acknowledged the issue and has authorized for the exchange of goods.  The consumer protection afforded to consumers under the terms of their manufacturer’s warranty is being exercised.  Metro Mattress does not see grounds to refund the purchase at this time.       If there are any further questions pertaining to this account, please feel free to reach me during normal business hours at (315) 218-1235.   Respectfully,  Mark I. [redacted], Jr.  Director of Service & ProcurementMetro Mattress Corp.

Metro Mattress was able to procure the approval for the exchange of Ms. [redacted]’s mattress based upon photos that were submitted to Metro Mattress by Ms. [redacted] herself.  In the information and photos we received, Ms. [redacted] did not report any issue with the foundation and therefore the approval was issued by the manufacturer for the mattress only.  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.     Being that Metro Mattress did not learn of the issue with Ms. [redacted]’s foundation until the time of delivery, we did not have any return authorization on file for the foundation.  In the spirit of bringing resolution to this claim, Metro Mattress is willing to offer Ms. [redacted] a refund of $216.00 as requested.  This credit will be applied directly to her finance account and will be reflected on her statement once a complete billing cycle has taken place.  A receipt reflecting this refund will be mailed to Ms. [redacted]’s home.  If there are any further questions pertaining to this account, feel free to reach me during normal business hours at (315) 218-1235.   Respectfully,   Mark [redacted]  Director of Service and Procurement   Metro Mattress

This letter is
in response to the complaint filed by Ronald [redacted], ID #10770051.  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.  Unfortunately,
in the year since Mr. [redacted] made his purchase, Metro Mattress has ceased to
carry any product from the manufacturer of Mr. [redacted]’s bedding.  Being that we are no longer a licensed dealer
of products from the Dreamwell Bedding Company, they do not authorize us to mediate
or handle warranty claims in any regard. 
Metro Mattress does not have any authority over  any of the terms that the manufacturer has offered to Mr.
[redacted].       However, as a
gesture of good faith, Metro Mattress has decided to offer Mr. [redacted] the
prorated credit that he would have received under the terms of the manufacturer’s
limited warranty which offers a prorated credit after 1 year.  This credit was published to the location in
which Mr. [redacted] made his original purchase.        If there are
any further questions pertaining to this account, please feel free to reach me
during normal business hours at [redacted]  Respectfully,  Mark I. Bell, Jr.  Director of Service & Procurement Metro Mattress Corp.

According to our records, and approval for the exchange of Ms. * mattress was issued to the location in which she made her purchase on May 22, 2015.  We have instructed the store try again to reach her today.Respectfully,Mark B[redacted]Director of Service and ProcurementMetro Mattress

The nature of Mr. [redacted]’s complaint pertains to his request to return an adjustable foundation that he purchased as part of his bedding set.  The 1-Year SLEEP ON IT Guarantee program exists for customers that for whatever reason, find that they are not satisfied with the comfort of their...

mattress.  Although very few customers actually need to use the program, we are happy to offer it for the small few that feel they may have picked the wrong mattress.The terms and conditions of this program are given to every customer so that they are able to completely familiarize themselves with the rules and restrictions involved.  One such guideline states the following in the very first sentence of the policy:      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.  Moreover, also on Mr. [redacted]’s receipt is the following statement:   REFUND POLICY  ALL SALES ARE FINAL.  MERCHANDISE MAY NOT BE RETURNED FOR REFUND AT ANY TIME.        Attached to this response is a copy of the invoice that Mr. [redacted] acknowledged with his signature.  Mr. [redacted] was in position of these terms & conditions of purchase for a full day before taking receipt of any goods.  This is a more than reasonable amount of time to review these terms.   Even though it is against our policy, Metro Mattress wants to try our best to come to a resolution with Mr. [redacted].  Metro Mattress will allow Mr. [redacted] to exercise a comfort exchange, including the adjustable foundation.  However, as it is stated in the policy, no refunds will be considered.  Mr. [redacted] will be able to use the full purchase price towards the reselection of another model as is outlined in the policy attached.   If Mr. [redacted] would like to have this exchange performed, he should be instructed to bring a copy of this response to the store in which he purchased to make his re-selection.

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]

This email is in response to the complaint filed by Ms. [redacted] (ID # [redacted]).  The nature of Ms. [redacted]’s complaint pertains to a perceived mis-delivery.  According to our records, Ms. [redacted] purchased a set of bedding which was delivered on 09/19.  After sleeping on the bed...

for a few weeks, Ms. [redacted] felt that it was perhaps the wrong bed for her comfort preference.  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.    Ms. [redacted] executed a comfort exchange as per the terms of the program printed on Ms. [redacted]’s original proof of purchase.  The replacement bed was delivered, and once again Ms. [redacted] felt as if she had selected a mattress that she found uncomfortable.  Although the comfort exchange policy is very clear in stating that customers may only execute one exchange, Metro Mattress agreed to make an exception on her behalf and allow a second comfort exchange.  Upon delivery of Ms. [redacted]’s third bed, she noted that the name tag affixed to the bed listed “[redacted]” instead of “[redacted]”.  The manufacturer of the [redacted] collection has verified that the [redacted] is the national name for the model that Ms. [redacted] selected.  [redacted] is a name given to Metro Mattress, as is custo[redacted] in the bedding industry.  We have verified with Pennsylvania bedding (the manufacturing licensee of [redacted] Mattress) that Ms. [redacted]’s bed is exactly what she selected in our store.  While we can appreciate Ms. [redacted]’s frustration with the exchanges on her account, all exchanges were made due to the comfort preference of Ms. [redacted].  Metro Mattress has executed each exchange accordingly, and even made special exception for Ms. [redacted] in offering the second comfort exchange.Metro Mattress does not find grounds for the refund of Ms. [redacted]’s purchase at this time.  If there are any further questions pertaining to this account, I can be reached during normal business hours at (315) 218-1235.Respectfully, Mark I. Bell, Jr.  Director of Service & Procurement  Metro Mattress

This letter is in response to the complaint filed by Mr. [redacted], ID # [redacted].  The nature of this complaint pertains to a warranty approval.  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.   Metro Mattress sent Mr. [redacted] the letter notifying him of the issue with his bed frame as a gesture of good faith.  Had the claim been submitted to the manufacturer, Mr. [redacted]’ warranty coverage would have been voided.  Metro Mattress does not have any control or authority over this decision.  According to our records, Metro Mattress did resubmit the claim on Mr. [redacted]’ behalf once it was confirmed that a proper bed frame was in place.  We show an approval for the exchange was issue to the location in which the original purchase was made on April 19, 2016 and the actual exchange took place on April 22nd.  As far as we can tell, this issue has been rectified.  If there are any further questions pertaining to this account, please feel free to reach me during normal business hours at (315) 218-1235.  Respectfully, Mark I. [redacted] Jr.  Director of Service & Procurement  Metro Mattress Corp.

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 be.
I believed what they're employee told me and purchased the bed on his word that they would stand behind what he said. Also when I went to the store and spoke to another employee (Angela) she said it was true that if the impressions were 3/4" the mattress would be replaced and she then filed the claim with their warranty claims dept.  Then she called me at home to say that metro mattress no longer facilitates the warranty claims and I would have to call the mattress company.  I wonder if they have had other unsatisfied customers because they no longer sell this type of mattress.
Regards,
[redacted]

It is never our intent for any consumer to feel confused or betrayed during their transaction with Metro Mattress.  And we offer our sincerest apologies to Mr. [redacted] in this regard.  Since the time this complaint was filed, the Regional Manager in this area has been in touch with Mr. [redacted]...

and was able to correct the problems at hand, including arranging for the delivery of the product as agreed upon as well as returning the 2 pillows in question.  It is our sincere hope that these actions can satisfy Mr. Love’s account.

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.
Regards,
[redacted]

This email is
in response to the complaint filed by [redacted]).  The nature of [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 [redacted]s proof
of purchase.  [redacted] was in possession
of the proof of purchase for 4 days before he accepted any goods.  This is considered a reasonable amount of
time for [redacted] to review.
     [redacted]s
example concerning the down payment he placed on the original purchase is not
the same.  The original down payment
allowed [redacted] to lock in a price that was likely to increase in the near
future.  He could certainly have switched
to a different product, or even cancelled the order at any time.  The Comfort Exchange program deals with
bedding that has been in use in the customer’s home.  Because the transaction now involves the
return of used goods, the guidelines are different.  The policy in its entirety reads as follows:
 
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.
     This Program applies to New Bedding
only.  Merchandise having been sold
“As-Is” (Including, but not limited to: Floor Samples, Scratch & Dent,
Clearance Merchandise, etc.) does not qualify for Comfort Guarantee
Program.  After delivery of newly selected
comfort exchange sleep set, ALL SALES ARE FINAL AND NO FURTHER EXCHANGES ARE
PERMITTED.  No exceptions. 
     All requests for Comfort Exchange must be
made in person, at the original store of purchase, and may NOT be made by
telephone.  No Refunds will be considered. 
As stated in the Metro Mattress Sales Agreement; ONLY Customers
purchasing a Mattress Protector from Metro Mattress at the original time of
purchase will qualify for this one-time Comfort Exchange.  As acknowledged by Customer at the time of
original purchase, failure to purchase and utilize a Mattress Protector
purchased from Metro Mattress at the original time of purchase shall disqualify
Customer from participation in the Comfort Exchange Program.  No exceptions.  At the time of exchange, original mattress MUST be clean and COMPLETELY free of any stain,
blemish or damage without exception, as well as have all law labeling intact. No
Exceptions.
     The Customer will pay the difference
between the original purchase price and the full list price of the newly
selected sleep set (which can be found on the official Metro Mattress Price Tag
located on the display model in the store of original purchase).  Promotions, Sale Prices, Discounts or other
rebates will not apply in calculating the price of the Customer’s new bedding
selection.  In addition to the price
difference, there will be a mandatory service/handling/delivery fee based on
the following schedule:
· Exchanges completed in
30 days from date of original
delivery or less, exchange fee = $99.99
· Exchanges completed
between 31 & 365 days from date
of original delivery, exchange fee = $199.99
No
comfort exchange will be considered after 365 days (1 year) from the original
date of delivery/pick-up. No exceptions.
     If during re-selection, Customer chooses a
mattress that is priced lower than the mattress they seek to return in an
exchange, the customer will have no “difference” to pay, but customer must
still pay the applicable service charge in order to participate in this
program.  In these cases, NO partial
refunds OR store credits will be issued. No exceptions.  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.  Special
Order merchandise which includes (but is not limited to) special size
merchandise such as Full XL, Three Quarter, Waterbed Inserts, Cal. King, etc.
do not qualify for Comfort Exchange Program. No exceptions.
 
     Metro Mattress
does not require that customers are “stuck with your first purchase price” as
stated by [redacted].  As you can see in
the policy, there is flexibility as to what the customer may reselect.  There are not however any refunds (partial or
otherwise) in accordance with the policy.
     According to
our records, [redacted] did reselect another model which was delivered to him
on the same date that this complaint was filed. 
The exchange in its entirety was executed within the letter of the
policy.  If there are any further
questions pertaining to this account, I can be reached during normal business
hours at ###-###-####.
 
Respectfully,
[redacted]
Director of Service & Procurement
Metro Mattress

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.   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. We are responding to Metro Mattress statement provided to
you (Revdex.com).  When Danelle spoke to us after receiving the compliant, she
stated that Metro Mattress stop carrying the mattress that we purchase and stop
dealing with DreamWell several months ago, who is the manufacture of the
mattress. Since Metro Mattress is no longer dealing with DreamWell and Metro Mattress
will not honor the warranty. Then Danelle offer a $200 credit against another
mattress and would not give us a refund.  We paid $269.99 for the mattress and we need
to correct the amount we provide in our compliant. The lowest mattress they
carry is $450. We would have pay and extra $250 to replace a defective
mattress. I believe if they can offer a $200 credit they can refund the
purchase price. As for the warranty, when we first contact Metro Mattress
about the problem with the mattress, Metro Mattress was aware  that we were over the warranty date by a
couple weeks and that they would still honor the warranty and they would send
Laura out to check out the defect. So to bring the warranty issue after the
fact after they stated to us they honor the warranty is not right.  I want to bring to Revdex.com attention that Metro Mattress was misleading
in their response to Revdex.com. Metro Mattress would not honor the warranty because
it was not their warranty no longer deal with the manufactory. In a TV commercial
that was air Aug 21, Metro Mattress reference in their Labor Day sale stated there
was one year sleep on it warranty.  When
we purchase the mattress that what the sale person told us that there was a one
year warranty. It was our understanding based on the sale man statement that mattress
was backing their mattress by Mero Mattress warranty. Final point, when Metro
Mattress deal with so many manufactory how does a customer know when cease
dealing with any certain manufactory. Our position is, instead of a credit issue a refund and
honor the warranty as they state in their Labor Day commercial. Regards,  [redacted]

Metro Mattress is trying our best to help Ms. [redacted] find a mattress that she is more comfortable on.  We have, at our expense, had the mattress inspected to verify it is indeed the model she purchased as well as confirm it to be free of defect.  It is completely reasonable to have a break in...

period in any new piece of upholstered furniture, and a mattress is no exception.  According to Ms. [redacted]’s own account of the situation, having received the bed on 06/02 and stopping it’s use on 06/10, she has slept on it for only 8 nights.  Throughout this process, Metro Mattress has tried to remain as attentive to Ms. [redacted]’s needs as we can be within reason.  After having the inspection return no defect, we then explained the Comfort Guarantee to Ms. [redacted].  This guarantee offers consumers the ability to exchange a mattress with a different model in the event that they choose a model that doesn’t agree with them.  We are happy to have such a program available for situations just like this.  The full policy, and fees associated with the comfort guarantee were printed on Ms. [redacted]’s original proof of purchase.  Upon deposition of the sales associates involved in this deal, I am informed that Ms. [redacted] has been in our store as recently as yesterday 06/29/16 to discuss the comfort exchange.  In an effort to best accommodate Ms. [redacted], Metro Mattress has already extended discounts on the fees associates with the program as well as discounts on reselection of products.  Neither of these special dispensations are extended under the regular Terms and Conditions of Purchase as furnished to Ms. [redacted].  Due to the extent of attention and exceptions furnished to Ms. [redacted], Metro Mattress feels that we are doing our best to come to an amicable resolution.  Respectfully,  Mark [redacted]  Director of Service & Procurement  Metro Mattress

This letter is in response to the complaint filed by Ms. [redacted].  The nature of this complaint pertains to perceived warranty issue.  First, it should be made clear that the warranty on all bedding sets purchased through Metro [redacted] is furnished by the Manufacturer and not Metro...

[redacted] 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 [redacted] does offer to handle the paperwork filing of warranty claims through the manufacturer.  This includes all necessary paperwork, inspection, and communication with the consumer. Ms. [redacted] purchased a Full-size TH Palermo [redacted] that was delivered to her on September 12, 2017.  In December Ms. [redacted] indicated that her [redacted] had an impression so Metro [redacted] scheduled and paid for a third-party company, [redacted], to inspect her mattress. An inspection of Ms. [redacted]’s [redacted] was performed on December 2, 2017.  The results of the inspection indicated that there was a ½” impression in the [redacted] which is considered well within the guidelines of the manufacturer’s warranty but nothing that qualifies as a manufactural defect under the terms of the manufacturer’s limited warranty.  Should Ms. [redacted] feel that the impression exceeds the 1 ¾” necessary to be considered a defect, Metro [redacted] will gladly have his [redacted] inspected and the results submitted to the manufacturer again.It should be noted that although this [redacted] may be utilized without a foundation as indicated on the law label (ie. used with a platform bed or placed on the floor) using a foundation that is not purchased in conjunction with the [redacted] voids the warranty offered by the manufacturer.  Metro [redacted] was attempting to prevent Ms. [redacted]'s warranty from being voided by offering her a foundation that would support the [redacted] accordingly. The foundation she is currently using is old and does not provide adequate support for the weight of the mattress.  Nevertheless, at this time the body impressions the [redacted] is currently displaying are a result of normal wear and do not qualify as a manufacturing defect.     If there are any further questions or concerns pertaining to this account, I can be reach during normal business hours at ###-###-####.   Respectfully,   Jason R. M[redacted], CPA Chief Financial Officer

As per our phone conversation today, Metro Mattress has authorized the store of original purchase to give Mr. [redacted] a choice of 6 different models as possible replacements at no additional cost to him.  These models span several different different brands and comfort levels.  Several are also significant increases in quality.  Mr. [redacted] should be instructed to visit the location in which he made his original purchase in order to execute the exchange of goods.Respectfully,  Mark [redacted] Director of Service & Procurement   Metro Mattress

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]