Dan's Auto Repair & Sales, Inc.

Metro Mattress’ technician was able to fabricate a solution for Mr. [redacted], which was accepted by the customer on 02/17/16.       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. [redacted] Director of Service & Procurement Metro Mattress

Metro Mattress has made an offer allowing Mr. [redacted] to exercise an exchange of the base as outlined in our previous responses.  This authorization is a special exception to our policy being made solely based on the fact that Mr. [redacted] feels he was misled.  We are trying to meet somewhere in the middle as we do not feel that Mr. [redacted]’s request for a full refund is reasonable based on the facts laid out in previous responses.

This letter is in response to the complaint filed by Mr. [redacted], file # [redacted].  The nature of this complaint pertains to a financing credit line applied for by Mr. [redacted].      Upon agreeing to the purchase on 11/12/16, Mr. [redacted] elected to use an...

interest free financing program as form of payment for the sale.  The financing is offered by a 3rd party bank, and is approved based upon an application being executed by the consumer.  Mr. [redacted] filled out an application titled “APPLICATION AND CREDIT CARD ACCOUNT AGREEMENT”.      As Mr. [redacted] stated in his complaint, Metro Mattress told him that he could cancel the order, which he ultimately elected to do.  Mr. [redacted] was not charged anything by Metro Mattress.  However, it is not possible to “un-apply” for the account .      For the security of the population in general, no retailer has access to change or void items on a consumer’s credit report.  Therefore, the removal of the application is something that Metro Mattress could not possibly grant.  Mr. [redacted] should be instructed to contact the lender and close the account as he is the only party that may do so.  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 below. Yes I do have another appt set for 02/12/2015 for another chance to repair this issue. I have to take a half day off work to do so. As for most of their statements are true some are not. Regional manger said we have done this before and would not be an issue to full fill my request . They did offer me 50% off another head board etc. of our choice . After 2 m of dealing with this issue. I explained why we didnt except their offer . We may have not purchased that bed if they would have told us the truth about the head board .( as stated above) Their own installers said multiple times they were here (5 times not 7 ) that this is not going to work. Even there lead installer said it !!! Their people and their word not mine . Bottom line is we were lied to to make a BIG SALE !!!!! I hope this issue is resolved on this next and last visit on 02/12/15 . I have no confidence that it will but we will see. [redacted]

This email is in response to the complaint filed by Mr. [redacted] (ID #[redacted]).     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.     Upon Mr. [redacted]’ filing of the complaint, Metro Mattress did order the inspection of the mattress in question.  Upon receipt of the in-home assessment results, Mr. [redacted]’ mattress did not meet the manufacturer’s minimum requirements to qualify for replacement of the mattress in question.     Metro Mattress has notified Mr. [redacted] that solely in an effort to try and capture enough data to get the manufacturer’s approval for exchange, we are going to have a second assessment performed.  Metro Mattress is attempting everything in our power to give Mr. [redacted] the benefit of the doubt.     Metro Mattress does not see grounds to grant Mr. [redacted] proposed resolution.  As previously stated, Metro Mattress is not responsible for the warranty coverage on this sleep set, nor do we have the authority to approve for the exchange of product.  Our hope is that the second inspection might show something previously overlooked that might be able to be exploited in Mr. [redacted]’ behalf.  We certainly would prefer for Mr. [redacted] to be able to exchange his mattress.  However, the manufacturer will not grant approval without clear proof of a defect.     If there are any further questions pertaining to this account, please feel free to reach me during normal business hours at ###-###-####.Respectfully,[redacted]Director of Service & ProcurementMetro Mattress

Consumer filed new complaint:  Billing or Collection Issues  I had purchased a Mattress set for 1499.99 + tax =$1,619.99 the mattress was sinking in after 8 months use. The store gave me a credit on the mattress only of 1,349.99 and held back 10% for the foundation I thought the foundation was okay but it wasn't. I picked out a new set from a different manufacturer Beauty Rest the cost of this set was $1,299.99 +tax 104.00 = $1,403.99. The salesmen would not give me a new receipt showing the new price he said he could not put it in the system because it would show has a sale and he did not take any money in I asked him to hand write the total on my receipt that had all $o.oo for the set he said it was not necessary. When the new set was delivered to me the drivers said my foundation on the return set was broke and that needs to be returned also. We called the store and told them about the foundation and that I needed to be credited for the complete set. They said they would have to talk to someone that they could not make that call this took place on March 11, 2016. I have not heard from them at all I tried to call them on March 25, 2016 and no one answered the store phone (they have Caller ID). Since I returned a complete mattress set that I paid $1,619.99 including the tax and the new set was $1,299.99 the tax is $104.00 = $1,403.99 the difference between the exchange is $216.00. I feel the store should or the Corporate Office should call the credit card Company Synchrony Financial Bank and give me a credit of $216.00 Metro Mattress suggested I finance it through this bank. I have a year warranty for damage goods until April 28, 2016. [redacted] Billing AdjustmentI would like the Metro Mattress Corporate Office or the store manager to call Synchrony Financial Bank at 1-866-396-8254 ask for the complaint department and give me a credit of $216.00 that is the difference between the price of the old set to my new set. Thank You

In the time since this complaint was filed, our records indicate that Mr. [redacted] was allowed to do a second comfort exchange, and was upgraded significantly in quality at no further expense.  According to our records, this dispute has been amicably settled and no further action is required.

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 do not agree with the business response regarding the mattress as the business knows after 5 months of going back and forth with them on this that there were circumstances involved in why I did not report the dirt marks on the bottom of the mattress for 10 months mainly it went unnoticed due to the fact that I did not personally inspect the mattress at time of delivery I had a representative do it for me as I was not living in the home at the time and it was November of last yearthat I noticed it when I moved the bed from one room to another. And I do now and then stand by my word that those dirt marks were not caused by me and I believe they were either caused during delivery or in the ware house from which they came. However I am tired of all this back and forth for so long so I willaccept their response under protest.

We do apologize for the delay.  Being that the warranty on all products is offered by the manufacturer, Metro Mattress does not have the authority to approve or deny warranty claims.  There was a brief delay in getting the results reviewed by the manufacturer.  However, according to...

my records Ms. White’s mattress was exchanged on 01/07/17.Respectfully,Mark B[redacted]Metro Mattress

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.My Customer ID is [redacted] :I do not agree with this decision. I was not informed of the onetime exchange of the mattress. I know I should have read the contract, but who does.  I went to the store to explain that for the price I paid for the product the mattress was sinking in. the sales consultant explained that if the product didn’t show any significant indentation the manufacturer warranty wouldn’t replace it, however I could purchase another mattress of my liking since it was before the 1 year was up. They lead me to believe I could to buy another mattress and pay the difference since it was before the 1 year mark. Since purchasing this new bed I have had to spend more money on the bed along with doctor bills from the pain caused by the bed. I’m paying for a bed I can’t sleep in. I would even consider taking back the original mattress that I had purchased. I paid good money for a product and expect the company to follow through to keep all paying customers happy. I am asking the company to make an exception as a paying customer.  Regards,  [redacted]

I have been in contact with Ms. [redacted] to better explain what her son’s mattress warranty states and covers.  We discussed at length the fact 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.  Additionally, we clarified the metrics used by the manufacturer in defining a defect.   I also further explained why Metro Mattress utilizes a 3rd party inspection company for warranty claims.  This is a further protection of the consumer to have an independent party report the findings in order to keep all reported free of any partiality.  I believe that Ms. [redacted] now better understands the reason that the manufacturer has denied her son’s warranty claim and know what her son should look for in the future in identifying a defect in his bed. Respectfully, Mark B. Director of Service & Procurement Metro Mattress

This email is in response to the complaint filed by Ms. [redacted] (ID #[redacted]).  The nature of M. [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 26 days before she accepted any goods.  This is considered a more than reasonable amount of time for Ms. [redacted] to review the policy.  Attached to this response is a copy of Ms. [redacted]’s original invoice executed on 06/05/15.  Ms. [redacted] did sign acknowledging receipt of the Terms & Conditions of purchase.  Delivery of these goods was not accepted until 07/01/15.      Metro Mattress is pleased to offer a program affording customers this recourse.  It has been determined that Ms. [redacted] had an adequate amount of time to review and question these policies.  Ms. [redacted]’s financing did not become active until she actually took possession of the merchandise.  Ms. [redacted] may still afford herself to the Comfort Guarantee as it is published on her invoice.     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

To Whom It May Concern:  Ms. [redacted] purchased a Simmons Molokai Queen Mattress on a Leggett Elite adjustable base from our Niagara Falls store on 3/12/17. She applied for financing but was denied by our primary financing company, Synchrony.  She asked her Grandmother, [redacted] to...

open an account and let her use it.  Ms. [redacted] was approved and used the credit she was granted to make the purchase for Ms. [redacted].   The merchandise was delivered the next day 3/13/17.  Ms. [redacted] contacted the Niagara Falls store on 3/14/17 and spoke with our Manager, Terrance. She told him that the bed was too soft for her taste. Terrance explained to her that since she didn’t get the protector at the time of the initial sale that she was not enrolled in our comfort guarantee as explained to her at the time of the initial sale.  However, our Regional Manager approved the customer to perform a comfort exchange (Terms and Conditions outlined on the back of customer's invoice).  Ms. [redacted] attempted to gain an increase in the credit account through Synchrony to gain additional funding to pay for a significant upgrade.  Unfortunately, her Grandmother, Ms. [redacted] was unable to get approved for the increase of $2,400 that Ms. [redacted] needed to switch to Tempurpedic.  Ms. [redacted] was not happy and claimed that it may be defective at which point Metro Mattress offered a warranty inspection free of charge to the customer. She did not want to go the route. Metro Mattress then offered her another option to do an exchange using the price paid for the original mattress ($1,000) to be applied to any mattress in the store of equal or lesser value.  Ms. [redacted] was frustrated with her options since she was unable to upgrade (due to lack of financing) to the level of mattress she sought.  Her Grandmother repeatedly apologized on her behalf and told her we were being nothing but nice and trying to help her. In the end, Ms. [redacted] selected a Serta Burkhurt memory foam mattress in exchange for the mattress that she originally selected.  The new mattress was delivered to her on March 30, 2017.   As you can see Metro Mattress has been more that accommodating to Ms. [redacted].  Regards,  Jason [redacted] Chief Financial Officer

To Whom It May Concern: Our company policy is to keep limited cash on site to ensure the safety of our employees.  Ms. [redacted]'s $100.00 cash deposit was deposited into our bank the very same night that she provided it to our Sales Associate.  It is unfortunate that she was not aware that...

we do not provide cash deposits to our customers and that refund checks are issued from our Corporate Offices.  Ms. [redacted]'s refund check in the amount of $100.00 was already issued and mailed to her home address upon her request made at the store.  We apologize for an inconvenience this may have caused Ms. [redacted] but this is done to protect our employees and is in no way done in an attempt to take advantage of our customers.We will reinforce and remind our Associates the importance of transparency of our company policies with all customers as a result of this feedback.

Metro Mattress
would like to again apologize to Ms. [redacted] concerning the damage her home
sustained during the delivery of her bedding. 
However, it would appear that Ms. [redacted]’ assessment of the monetary
value for repair is very different than what Metro Mattress...

believes it to
be.  Based on the size and location of
the scratches on Ms. [redacted]’ stairs, we do not fell that having the entire
staircase stripped, sanded and repainted is a reasonable solution.     We are
certainly able to perform the repair with very little disruption to Ms. [redacted]’
home or schedule, or we have offered a $200 settlement.  Metro Mattress believes that the $200 is
significantly more than what the actual repairs will cost.  If Ms. [redacted] and Metro Mattress are
unable to come to an agreement on this then we propose the only fair solution
to be obtaining an estimate from a licensed contractor concerning the
repair.  Ms. [redacted] can seek an
estimate, but Metro Mattress insists on having the ability to also procure an
estimate from a contractor of our selection. 
We will compare the scope of the repairs as recommended by each
estimator, and establish the settlement thereafter.       If Ms. [redacted]
would like to arrange for this course of action to ensue, she should contact
John B[redacted] Metro Mattress’ Director of Operations at her earliest convenience.  Mr. Brown can be reached at (315) 218-1233.   Respectfully,  Mark I. B[redacted], Jr.  Director of Service & Procurement Metro Mattress Corp.

It would appear that Mr. [redacted] misunderstood our response.  We are happy to allow him the same discount on the reselection.  However, in accordance with the Comfort Exchange policy guidelines, if he were to reselect something less expensive, there will be no refunds.  There is also a Comfort Exchange fee involved as well.  Again, we must be clear in pointing out that Metro Mattress had and has no obligation to offer this discount to Mr. [redacted].  It would seem that Mr. [redacted] is blurring the lines between the repair offered by the manufacturer, and the discount offered by Metro Mattress.  The repair of his original bed is a warranty guideline set forth by the manufacturer, NOT Metro Mattress.  This purchase has nothing to do with the warranty claim originally filed.  Mr. [redacted] would need to discuss that displeasure with the manufacturer.  Metro Mattress understood Mr. [redacted] unhappiness with the manufacturer’s proposed warranty repair and made the offer of a discount accordingly.  We can assure Mr. [redacted] that Metro Mattress is not “playing games”, and frankly have made more exceptions to his account that we are normally willing to make.  Especially considering that he is now going to execute a Comfort Exchange on a mattress that Metro Mattress will have to salvage at pennies on the dollar to recycle.  This second pricing accommodation furthers Metro Mattresses loss on Mr. [redacted] account.  Mr. [redacted] was in possession of the full terms concerning the comfort exchange program for more than 2 weeks before accepting delivery of any goods from Metro Mattress. 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. [redacted], Jr.  Director of Service & Procurement   Metro Mattress

To Whom It May Concern:  I discussed the issue with Ms. [redacted] upon receiving this complaint to gain more details.  She indicated that the law label was supposed to be attached to her mattress was in fact there but it was blank.  As a result she was unable to register her mattress...

on the manufacturer's website since she didn't have the serial number that is printed on the law label.  Metro Mattress has agreed to exchange her mattress for another mattress at no cost to Ms. [redacted].  The exchange is currently scheduled to take place on March 17th and was accepted in full satisfaction of the outlined issue.  Thank you.

Ms. [redacted] is correct in pointing out the error in figuring her in-store credit.  She should be getting credit for package items as well.  The manufacturer’s warranty covers only the defective product or piece.  In Ms. [redacted]’s case, only the mattress was found to be defective.  The credit for re-selection will therefore equal 90% of the package cost as the foundation will not be exchanged.     The approval will be revised and resent to the location in which Ms. [redacted] made her purchase to reflect a credit of $1349.99 for the mattress only.

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.  The company is saying that we can return the bed but still pay the difference of $1500.00 due to the bed we want being 1500.00 more than we paid. The bed we want is the elite cloud which full price is 100.00 less than the bed we actually bought. So if we are to pay that money, we would have in actuality paid the full price of the bed causing the warranty from the first bed to not be done and us just saying forget the first warranty and the 50% off from the beginning. We are looking for an even exchange from the higher model to the lower model mattress and to not have to pay more than the $100 exchange fee due to us attempting to exchange in the first month from the beginning. A contact with the attorney general will also be made in reference to this complaint filed if my request is unmet. The company appears to be playing games due to wanting the full amount for a bed that was offered at half off. The associate did not clearly explain the exchange process. How could you expect your customers to sleep on the floor to fix a bed in the first place. That's absurd. You wouldn't see the ceo sleeping on the floor for weeks to get his bed fixed after paying for a warranty.   Thank you,   Regards,  [redacted]

Please accept this as a formal response to Mr [redacted]'s complaint filed with your office. Mr [redacted] purchased a mattress set that was delivered on May 21, 2016.  Mr [redacted] filed a warranty claim with Metro Mattress, indicating that his mattress was experiencing sagging.  The inspection was...

performed and the results of the inspection showed that there was a defect and an approval to exchange the mattress was issued.  When our drive team attempted to perform the exchange there was a stain identified on the mattress and prevented the exchange from occurring.  First, it should be made clear that the warranty on all bedding set 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 guidelines outlined in every manufacturer's warranty states that all coverage is voided in the event of any stain, soiling or noticeable damage to the product (attached is a copy of the warranty).  As a service to our consumers that have noticeable staining we allow them the opportunity to remove the stains before submitting a claim to the manufacturer as a way to preserve their warranty coverage.  Mr. [redacted] has since indicated that he was able to remove the stain.  As a result Metro Mattress has agreed to attempt to exchange the merchandise again.  The exchange is scheduled for March 27, 2018.  If there are any further questions you may feel free to contact our Customer Service Department at [redacted]