Dream Guard

I currently have a waterproof mattress protector under warranty with DreamGuardThey have made their warranty unethical and nearly impossible for their customers to follow if they have any common sense with sanitation Long story short, my dog had an accident on my bed and the urine soaked through the mattress protector and soaked and ruined my mattressI originally purchased the mattress and mattress pad through Ashley FurnitureSince the incident occurred years after purchase(still under warranty), I no longer had the case that the mattress protector came in which had the phone number for filing claimsIt took different Ashley Furniture representatives to get me a phone number for DreamGuardThey ended up giving me the distribution number(which I did not know) which was only manned during business hoursI left a message for someone to call me back so I could file a claimNo one did for nearly a monthSince I work night shift, I was finally able to call to find out I was given the wrong numberI finally got a hold of the claims department and was able to start the claim process Even longer story short, I was denied a new mattress(which they are responsible to replace) because I attempted to clean the urine off my mattressI was told that I voided the warranty for cleaning my mattress and I have now ruined my mattress by cleaning the top layerThe Manager of the Claims division was unwilling to replace my mattress even though the mattress protector failed to do it's jobShe and her company expects their customers to sleep in [redacted] until they decided if they will replace your mattress So now my $mattress is now a [redacted] soaked mattress with a warranty that expects you to sleep in filth when their protector fails Never will I shop at Ashley Furniture or DreamGuard ever again

Customer filed initial claim on 10/13/and was contacted back the same dayBased on the info from her receipt, it was incorrectly determined that her mattress was a pillowtop and not a hybridI sent a cleaning request to [redacted] , dispatching their local franchise to contact them and set up an appointment to clean the affected area(s) as is protocolIn the interim, it was confirmed that the mattress was a hybrid memory foamI sent a cancelation request for the cleaning and requested the cost for replacement from the retailer, figuring replacement of the mattress would be the best course of action at that pointThe [redacted] franchise handling the cleaning did not get the cancelation request in time and reported back to me while at the residence that they could not clean the mattress and that the customer had told the technician she had used Wool-ite and vinegar to clean the foamI understand that some memory foam mattresses allow specific natural cleaners to be used and tried to look up the warranty info indicative of this online but was unsuccessfulI contacted the manufacturer of the mattress itself (Mlily) and spoke with a gentleman verifying that absolutely nothing is to be used on the mattressI emailed the customer back relaying this information and provided the representatives direct contact info to verify for themselves what had been disclosed to me and that cleaning the mattress voids both the manufacturer’s warranty, as well as DreamGUARD’s, leaving us only liable to replace the protector with no further action beyond thatAt that point they attempted to back pedal and change their story saying they only used vinegarI tried to explain to them again that NOTHING is to be used on the surface of the mattress and that I could not further assistI have attached a copy of the warranty guidelines for your review and included email correspondence going over all pertinent information with the customer repeatedly advising that this was a legitimately denied claim and the reason whyIf you need any of the additional email correspondences for reference, please let me knowI have everything saved

DreamGUARD has researched the customer's claimWhen the customer filed their claim with theDreamGUARD call center in August 2014, the customer refused to provide required information to thecustomer service representative, asked for a supervisor and then proceeded to disconnect the call
Thecustomer filed their first claim in August of at which time we replaced her mattress protectorWeasked the customer to return the defective mattress protector to DreamGUARD with the call tag wesupplied to avoid any future use of a defective mattress protectorThe customer filed a second claim inAugust of at which time we discovered that the original defective mattress protector had not beenreturnedThe customer stated to DreamGUARD on August 13, that the replacement mattressprotector was not used until year after it had been issued to replace the defective mattress protector.It is DreamGUARD's policy that mattresses remain covered with the mattress protector to retainwarranty coveragedreamGUARD advised the customer that further research was necessary by ourcustomer service agent to provide her with a claim resolution due to the lapse in mattress coverage, butphotos of the staining were required as is standard procedure with all claims, the same standardprocedure the customer had complied with during the first claim submission in The retailer, fromwhich the purchase was made, confirmed required information to customer as wellOn August 21,2014, DreamGUARD attempted to contact customer via phoneA voice message was left for thecustomer asking her to call back to discuss available optionsPhotos had not yet been received.As resolution to this claim, DreamGUARD will replace the mattress protector provided customercontacts DreamGUARD within days at ###-###-#### and provides required photos of staining.Customer voided the dreamGUARD mattress warranty when, by the customer's admission, mattressremained uncovered by the DreamGUARD issued replacement mattress protector for year as requiredby the warranty

In her response I read that she spoke with a technician while they were in our house which is not true*** *** never came here only talked to a representative over the phoneThe representative told us since it was a memory foam matress there was nothing that anyone could do to clean it and it would need to be replacedThat is when my wife attempted to clean it so we didn't have to sleep in a mess and she NEVER used Wool-ite on it this I know for a fact because we don't even have any in our houseI even had to ask my wife what Wool-ite is because I've never heard of it until reading her previous emailI understand that it is her job to try to find any way for them not to replace someone's matress but it was clearly the fault of their productI would like for them to stand behind their product and do what is rightI'm sure everyone that has a complaint has to go through the same process most just don't follow through like we have

Thank you for bringing this issue to my attention promptlyIn order to resolve and clarify, I have reviewed the details as followsThe gentleman filed a claim with DreamGUARD due to a “very dark circle
of discoloration on the protector only” on 06/19/When the paperwork was received, there was some slight confusion on which items the staining had affected, but were quickly cleared up through email correspondenceI spoke with the customer on the same day, advising him of the information you will find below : DreamGUARD mattress protectors come with a coverage period of ten years, not the lifetime of the mattress.Our products are machine washable, however a mild stain remover such as an oxygenated cleaner or other gentle stain removing agent may be used on the more stubborn stains, as staining to the protector only would not warrant a replacement.All customers filing a warranty claim are required to send proof of purchase and damages to determine the appropriate action to take.Washing instructions were reviewed (as are with nearly all claims) to ensure the customer is not unintentionally inflicting damage to the protector that could affect coverage negatively.Lastly, the qualifying substances (staining from food, beverage, human/pet bodily fluids) were discussed briefly for future reference, as the customer had made mention of the item being marked with what was described as a buildup of general soiling from dirty feet or something akin to that nature. I went on to advise that if the stain removers did not successfully lift the stain in question, to follow up with me and I would be happy to provide further assistance with the matter, which was foreshadowing the items replacementI also sent him a copy of his warranty information for reference and elucidating purposesI did not hear back, therefore assumed the issue had been successfully resolved with the advice previously providedI have also attached a copy of the warranty for your reference as well, if neededPlease let me know if I can provide anything additional that may be of assistance with this case. Celeste D***Customer Service Specialist

Unfortunately, once information has been provided, it cannot be edited or changed. It was verified that there was a cleaning attempt made with at least one unauthorized substance. Below is the customer’s response confirming this on 10/14/16 : I tried soaking up as much urine as possible but wasn't successful (it was deeply soaked). I then misted a 50/50 vinegar and water mixture on the surface to try and remove the urine smell and stain. Unsuccessful. I dabbed again with clean towels and dusted the area with baking soda to try and absorb more moisture. Still soaked. Now, we have towels laying on the mattress and on the bottom of the area to try and contain it from spreading more. As I had previously advised Mrs. and Mr. [redacted], at this point DreamGUARD is only responsible to provide a replacement protector, nothing else. I had offered to send water based cleaners out as a courtesy when I spoke with Mrs. [redacted] on the telephone, but after speaking with the manufacturer of the mattress itself, I am uncertain as to whether they may cause more damage to the fibers. I had also advised that the representative at the manufacturer had indicated it would be okay to take off the zipped cover to the mattress and launder it, which should resolve part or all of the issue at hand. Lastly, it was explained that our warranty is contingent upon complying with all stipulations and guidelines of both the manufacturer’s warranty as well as our own, which were not followed. Mr. [redacted] was then sent a copy of the warranty guidelines for his review in order to better understand why this claim was legitimately denied. Please let me know if anything additionally is needed to complete and resolve this complaint. Thank you.

Customer filed initial claim on 10/13/16 and was contacted back the same day. Based on the...

info from her receipt, it was incorrectly determined that her mattress was a pillowtop and not a hybrid. I sent a cleaning request to [redacted], dispatching their local franchise to contact them and set up an appointment to clean the affected area(s) as is protocol. In the interim, it was confirmed that the mattress was a hybrid memory foam. I sent a cancelation request for the cleaning and requested the cost for replacement from the retailer, figuring replacement of the mattress would be the best course of action at that point. The [redacted] franchise handling the cleaning did not get the cancelation request in time and reported back to me while at the residence that they could not clean the mattress and that the customer had told the technician she had used Wool-ite and vinegar to clean the foam. I understand that some memory foam mattresses allow specific natural cleaners to be used and tried to look up the warranty info indicative of this online but was unsuccessful. I contacted the manufacturer of the mattress itself (Mlily) and spoke with a gentleman verifying that absolutely nothing is to be used on the mattress. I emailed the customer back relaying this information and provided the representatives direct contact info to verify for themselves what had been disclosed to me and that cleaning the mattress voids both the manufacturer’s warranty, as well as DreamGUARD’s, leaving us only liable to replace the protector with no further action beyond that. At that point they attempted to back pedal and change their story saying they only used vinegar. I tried to explain to them again that NOTHING is to be used on the surface of the mattress and that I could not further assist. I have attached a copy of the warranty guidelines for your review and included email correspondence going over all pertinent information with the customer repeatedly advising that this was a legitimately denied claim and the reason why. If you need any of the additional email correspondences for reference, please let me know. I have everything saved.

I currently have a waterproof mattress protector under warranty with DreamGuard. They have made their warranty unethical and nearly impossible for their customers to follow if they have any common sense with sanitation.
Long story short, my dog had an accident on my bed and the urine soaked through the mattress protector and soaked and ruined my mattress. I originally purchased the mattress and mattress pad through Ashley Furniture. Since the incident occurred 3 years after purchase(still under warranty), I no longer had the case that the mattress protector came in which had the phone number for filing claims. It took 3 different Ashley Furniture representatives to get me a phone number for DreamGuard. They ended up giving me the distribution number(which I did not know) which was only manned during normal business hours. I left a message for someone to call me back so I could file a claim. No one did for nearly a month. Since I work night shift, I was finally able to call to find out I was given the wrong number. I finally got a hold of the claims department and was able to start the claim process.
Even longer story short, I was denied a new mattress(which they are responsible to replace) because I attempted to clean the urine off my mattress. I was told that I voided the warranty for cleaning my mattress and I have now ruined my mattress by cleaning the top layer. The Manager of the Claims division was unwilling to replace my mattress even though the mattress protector failed to do it's job. She and her company expects their customers to sleep in [redacted] until they decided if they will replace your mattress.
So now my $2000 mattress is now a [redacted] soaked mattress with a warranty that expects you to sleep in filth when their protector fails.
Never will I shop at Ashley Furniture or DreamGuard ever again.

Unfortunately, once information has been provided, it cannot be edited or changed. It was verified that there was a cleaning attempt made with at least one unauthorized substance. Below is the customer’s response confirming this on 10/14/16 :
 
I tried soaking up as much urine as possible but wasn't successful (it was deeply soaked). I then misted a 50/50 vinegar and water mixture on the surface to try and remove the urine smell and stain. Unsuccessful. I dabbed again with clean towels and dusted the area with baking soda to try and absorb more moisture. Still soaked. Now, we have towels laying on the mattress and on the bottom of the area to try and contain it from spreading more.
 
As I had previously advised Mrs. and Mr. [redacted], at this point DreamGUARD is only responsible to provide a replacement protector, nothing else. I had offered to send water based cleaners out as a courtesy when I spoke with Mrs. [redacted] on the telephone, but after speaking with the manufacturer of the mattress itself, I am uncertain as to whether they may cause more damage to the fibers. I had also advised that the representative at the manufacturer had indicated it would be okay to take off the zipped cover to the mattress and launder it, which should resolve part or all of the issue at hand. Lastly, it was explained that our warranty is contingent upon complying with all stipulations and guidelines of both the manufacturer’s warranty as well as our own, which were not followed. Mr. [redacted] was then sent a copy of the warranty guidelines for his review in order to better understand why this claim was legitimately denied. Please let me know if anything additionally is needed to complete and resolve this complaint. Thank you.

Customer filed initial claim on 10/13/16 and was contacted back the same day. Based on the info from her receipt, it was incorrectly determined that her mattress was a pillowtop and not a hybrid. I sent a cleaning request to [redacted], dispatching their local franchise to contact them and set...

up an appointment to clean the affected area(s) as is protocol. In the interim, it was confirmed that the mattress was a hybrid memory foam. I sent a cancelation request for the cleaning and requested the cost for replacement from the retailer, figuring replacement of the mattress would be the best course of action at that point. The [redacted] franchise handling the cleaning did not get the cancelation request in time and reported back to me while at the residence that they could not clean the mattress and that the customer had told the technician she had used Wool-ite and vinegar to clean the foam. I understand that some memory foam mattresses allow specific natural cleaners to be used and tried to look up the warranty info indicative of this online but was unsuccessful. I contacted the manufacturer of the mattress itself (Mlily) and spoke with a gentleman verifying that absolutely nothing is to be used on the mattress. I emailed the customer back relaying this information and provided the representatives direct contact info to verify for themselves what had been disclosed to me and that cleaning the mattress voids both the manufacturer’s warranty, as well as DreamGUARD’s, leaving us only liable to replace the protector with no further action beyond that. At that point they attempted to back pedal and change their story saying they only used vinegar. I tried to explain to them again that NOTHING is to be used on the surface of the mattress and that I could not further assist. I have attached a copy of the warranty guidelines for your review and included email correspondence going over all pertinent information with the customer repeatedly advising that this was a legitimately denied claim and the reason why. If you need any of the additional email correspondences for reference, please let me know. I have everything saved.

Review: I purchased a full size mattress protector from Ashley's Furniture with my daughter's new mattress. It was guaranteed to protect the mattress. Unfortunately my daughter had an accident and it went straight through the protector. I called the company Dream Guard and was told that they were going to have Stanley Steamers out to clean the mattress. They said they would replace the mattress protector and remove the marks on the mattress. I submitted photos and all requested documentation but never heard anything back. I ended up calling Ashley's Furniture since I bought it from them and they told me to keep trying to contact Dream Guard. However every time I call I get the third party answering service who insists that someone will call me back but yet no one ever does regardless of what time I call.Desired Settlement: I would like Dream Guard to send the company out to clean my daughter's mattress and to replace the mattress protector.

Business

Response:

DreamGUARD has researched the customer's claim. When the customer filed their claim with theDreamGUARD call center in August 2014, the customer refused to provide required information to thecustomer service representative, asked for a supervisor and then proceeded to disconnect the call. Thecustomer filed their first claim in August of 2013 at which time we replaced her mattress protector. Weasked the customer to return the defective mattress protector to DreamGUARD with the call tag wesupplied to avoid any future use of a defective mattress protector. The customer filed a second claim inAugust of 2014 at which time we discovered that the original defective mattress protector had not beenreturned. The customer stated to DreamGUARD on August 13, 2014 that the replacement mattressprotector was not used until 1 year after it had been issued to replace the defective mattress protector.It is DreamGUARD's policy that mattresses remain covered with the mattress protector to retainwarranty coverage. dreamGUARD advised the customer that further research was necessary by ourcustomer service agent to provide her with a claim resolution due to the lapse in mattress coverage, butphotos of the staining were required as is standard procedure with all claims, the same standardprocedure the customer had complied with during the first claim submission in 2013. The retailer, fromwhich the purchase was made, confirmed required information to customer as well. On August 21,2014, DreamGUARD attempted to contact customer via phone. A voice message was left for thecustomer asking her to call back to discuss available options. Photos had not yet been received.As resolution to this claim, DreamGUARD will replace the mattress protector provided customercontacts DreamGUARD within 10 days at ###-###-#### and provides required photos of staining.Customer voided the dreamGUARD mattress warranty when, by the customer's admission, mattressremained uncovered by the DreamGUARD issued replacement mattress protector for 1 year as requiredby the warranty.