Guard-Master / Bedgear

Wish I would have googled this company before buying a $100.00 "mattress protector" for my very expensive mattress. The protector doesn't work. From little leaks of s sippy cup to water everything goes through it! I called on 12/3 to report per had anther leak go through and they denied my claim per I didn't call about the first one with in 5 days. I don't understand how 5 days changes the fact that this product doesn't work at all! I got an email stating they wont clean my mattress but have sent me a new protector... Um so you agree your product is worthless and this is your fault but wont come and clean the mattress but will send me anther useless item? Not sure how this company is still in business they are straight crooks!

Review: We purchased a 210.00 mattress pad that was garunteed not to allow leakage through to our mattress or mattress would be replaced it did leak through 3 times.. I called the company sent them all requested info and pictures and they are denying my claim bc there is more then one stain.... I have contacted them multiple times in effort to speak to a supervisor and each time I am promised a call back and it never happens. It has been over a week and I am still waiting for a return call and have just called again today.Desired Settlement: Replacement. I would lie them to honor the warranty and stand by their product that is garunteed to not allow leakage through and replace my mattress

Business

Response:

We have left several message on the number that we have listed on your file for a return phone call. If you can please provide us with a better contact number we will call you at that number.You may also reach us at ###-###-#### or ###-###-####.Thank youAntigone B[redacted]Warranty Supervisor

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

They were going to look into my case and call me ack but have yet to call me back

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have been leaving several messages and have sent a few e-mails and have not received a response.We have reviewed your claim and although the claim does not qualify for a mattress replacement we haveapproved for it to be replaced.The authorization was sent to the retailer whom you purchased the mattress from and they will contact you in a few days if they have not already do so.If you have any questions regarding this approval please contact us at ###-###-####.Thank youAntigone B[redacted]Warranty Manager

Consumer

Response:

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

Sincerely,

Review: In December I called the warranty department on my mattress to get cleaned because their bed protector failed. The cleaning company came to clean it and it looked good. The spot dried and I put the protector back on. I recently just took off the protector to wash it and the spot which was cleaned is now very discolored. I called the warranty department and at first was denied any help because it looked liked something spilled on it and because my first claim was in December. (If that was the case that would mean their product failed again) Finally they offered me a complimentary cleaning (after they failed to connect me to their supervisor) but said I would have to sign a waiver stating that if the stain did not come out they could not replace my mattress. My argument is if it's their fault in the first place why should I be the one to suffer with a stained mattress.Desired Settlement: I don't want to sign a waiver stating that if the stain does not come out the mattress it can't be replaced. I want them to try to remove the stain and if they can not I want my mattress to be replaced under warranty.

Business

Response:

Based on the terms and conditions of the warranty it states that any incidents would need to be reported within 5 days. The original claim was filed in December of 2014. According to the service technician's report the mattress was cleaned and no remaining stain was on the mattress. Due to the amount of days that have lapsed your mattress does not qualify for a cleaning. We did however offer a courtesy cleaning on the mattress and asked that a waiver be signed stated that we are offering a cleaning although you mattress fall outside the guidelines. I have attached a copy of the terms and conditions of the warranty for review.Thank you[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They did offer the cleaning with the signing of a waiver. I have not yet received a waiver so that I could can a cleaning. So if they can't do anything else then they need to do a cleaning.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I apologize that you have not received the waiver. I will make sure that you receive it by Monday June [redacted].If you have any questions please contact us at ###-###-####.[redacted]

Consumer

Response:

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

Sincerely,

Review: Purchased mattress and mattress pad thru Sleepy's 10/**/2010. Mattress pad from Guard Master guaranteed to keep moisture away from mattress. A few months later, we noticed that the moisture went thru to mattress. Called Guard Master and filed warranty claim on 1/**/2011. They sent out someone to clean mattress. Did not remove stain. Called again and they sent out someone different who used a lot of water to clean mattress. Now that section of the mattress has sunken in (foam mattress) and won't bounce back so entire side of mattress is sunken in. Called Sleepy's who said it was Guard Master's issue since stain voids the warranty from the manufacturer. Sleepy's said that Guard Master should have replaced mattress since they could not remove the stain (wasn't told this until now). Guard Master says they cleaned mattress and will not replace mattress.Desired Settlement: Replace mattress

Business

Response:

As per the warranty if the mattress protector fails we send out a cleaner to clean the mattress. The warranty only cover stain removal, it does not cover manufactures defects in the mattress. Manufacture defects are covered by the manufacturer.

I have attached a copy of the warranty for your review.

T: ###-###-####

F: ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The cleaner did not remove the entire stain which voids the mattress warranty. Per Sleepy's and the attached warranty they provided, they should have replaced the mattress at that time which they did not.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted],

We have approved for your mattress to be replaced. The authorization has been sent to the retailer that you purchased the mattress from.

You will be able to call their customer service department to set up the exchange by Friday of this week.

A mattress replacement fulfills the warranty and no further claims can be filed. Please note that we only cover the mattress to be replacement, we do not cover

the box spring or any delivers fess and charges.

If you have any questions please contact us at ###-###-####.

Consumer

Response:

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

Sincerely,

Review: The product did not protect my mattress as described. I contacted the claims department and they told me they would send a new protector and have a cleaning crew contact me to clean my mattress. They sent the new protector which obviously doesn't work but I have yet to hear from the so called cleaner. I have contacted them three times and keep getting told a cleaner would be contacting me that day and no calls have been received.Desired Settlement: I want a new mattress. They've had the weeks and have done nothing. And I can prove all of this through an email chain if needed.

Business

Response:

A cleaning has been assigned to clean the mattress and after follow-up with them I have confirmation that the mattress has been cleaned and is free of stains.

Consumer

Response:

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

Sincerely,

Review: This company is terrible with contact of their claims department. I purchased a mattress cover for my 3 year olds bed. The mattress pad leaked and now I have a brand new pillow top full size mattress with a large yellow stain and an odor of urine. I filed an original claim on 1/** and did not get any response from the company. My second emailed claim was on 2/** with still no response. I attempted to go to the website to file a claim a third time and the website no longer existed ([redacted]). I called the company via telephone and was told that they had heard this multiple times that emails were not going through. The representative made no claim to the fact that the company was fixing this. An internet search for a telephone number for the company revealed that this happens all the time. There is no call back and there is no help with a claim. After speaking to the company today the rep stated that I needed to fax info to her and she would call back. At this time I faxed about 10min ago with no response so far. This is very frustrating for a consumer.Desired Settlement: I want the mattress replaced. I spent a lot of money on the mattress to now have something stained and smelling of urine. The mattress is only 6 months old.

Business

Response:

[redacted]

We apologize for any inconvenience. You had spoken with us today in regards to your issue with your mattress and

the protector. We have received your invoice and as per our conversation one of our cleaning technicians will contact you by tomorrow to schedule a cleaning of the mattress.

We have also placed an order for the mattress protector which will ship out via UPS with 2-3 business days.

If we could be of further assistance please contact us at ###-###-####.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have the bedgear mattress protector. It allowed leaks to the mattress below about 4 months ago. The company took forever to get back to me about the warranty. I had to have Revdex.com involved previously, and the company sent me a new mattress protector and had a company come out to clean the mattress. The mattress did return to new state. I used the second mattress pad the company sent out, and now 4 months later, I am having the same issue. The bed guard leaks and the mattress again has a huge yellow spot and smells of urine. I called the company, left 2 messages with no response, and finally called a 3rd time and spoke with a representative. He informed me that they would send out yet again another mattress pad and then a cleaner again. He proceeded to tell me that with this 2nd pad and 2nd cleaning the warranty would now be voided because of having this done again. I am furious, this company's product is NOT good for any toddler bed. So the product only works for 3-4 months, and I spent 70 on the product to get at most 8-10months out of its use. I feel that is a ridiculous. The company needs to be held to higher standards. After expressing this to the individual on the phone, I told them I did not want yet another crappy product. I told him that I would accept the cleaner so that the mattress is taken care of. At that time the gentleman I was speaking to went silent for awhile, I asked again when the cleaner would be sent up, there again was silence and the person hung up. HORRIBLE customer service. I am done with replacements. I want full refund for the product (69.99 +tax), and I want the mattress cleaned again.

Business

Response:

The warranty does not allow for refunds of the product. The warranty offers a replacement and we will do another cleaning of the mattress.

As stated in the terms and conditions of the warranty the warranty allows for 2 replacement over the course of 10 years which includes 2 replacements and

2 cleanings, once this has been done the warranty is fulfilled and no further claims can be filed.

I have attached a copy of the Warranty for your review.

If you have any questions please contact us at ###-###-####.

Thank you

Review: I purchased 2 queenbedroom sets and a sofa from Ashley Furniture in Linden NJ, and I also purchased a 5 year warranty through the store for GM Warranty Services. In January 2015 I contact GM Warranty because the right rail on one of the beds split down the side. I sent photos my receipt and warranty. I called back in March, they sent someone out I didn't hear anything from them, I called again they said someone will call me December repairman came out said the bed couldn't be fixed. I hear nothing from them. Now when I call I am getting the run around. The supervisor Antigone won't come to the phone or return my calls and Chris is telling me the supervisor boss Mike can't help me and he's unavailable.Desired Settlement: Refund

Business

Response:

I spoke with [redacted] on 1/**/2016 and advised that we will be sending her a refund for the purchase of the warranty and that the check will be issued within the next 10 days. Please contact us at ###-###-#### with any questions. Antigone B[redacted]Warranty Manager

Review: On ** Jul 2015, I have order a backrest pillow from this company. The product was delivered on July **, 2015. The product (backrest pillow) itself is fine, but the product does not come with any packaging. Other than the shipping box, NOTHING! The package came in wet, I believe it's because of the rain. And because there's no any other packaging/plastic bag/wrap/box, the backrest pillow get wet!The little paper crumbs from the wet shipping box stick all over the pillow. I am very not happy with the shipping handling with my backrest pillow. So on July **, 2015, I have send them an email to request a full refund including a pre-paid shipping label.In the morning, July **, 2015, I have received a called from this company. The representative apologized to me regarding to my complaint and informed me that they will send me an email to for a pre-paid shipping label and the return information.But since then, I have never received any email.I emailed them again on Aug *, 2015. Never received any reply.I called them several times on Aug *, 2015. Nobody pick up the phone during business hours.Desired Settlement: A full refund plus a pre-paid shipping label for return.

Business

Response:

Thank you for contacting us regarding your return request. I do apologize that you did not receive the return shipping label that was e-mailedto you on July **, 2015 The return label has been resent and we received confirmation that it has been received.If you have any questions please contact us at ###-###-####.Thank you,Antigone B[redacted]Warranty Manager

Review: On Sept. **, 2014, I filed a claim with the warranty service because the QN DRI-TEC WATERPROOF MATTRESS PROTECTOR I purchased on Feb. **, 2013, at Sleepy's in [redacted], failed to perform as promised, resulting in damage to my Tempurpedic Rhapsody Breeze queen size mattress. At the time of purchase, we were informed that if the protector failed to perform as promised, the warranty company would pay for the replacement of our mattress. This promise induced the purchase of the protector and was supported by the written warranty terms found inside the protector’s packaging. The claim was accepted for processing by [redacted] on Sept. ** and, according to the terms of the warranty, a replacement mattress protector was sent and a first cleaning was scheduled. At the time I scheduled the first cleaning, I advised that my mattress was a Tempurpedic Rhapsody Breeze and specifically requested that the cleaner be qualified to clean this kind of mattress in a manner consistent with the manufacturer's instructions. The cleaner came on Oct. *, 2014, and documented the claim with photographs as required by the warranty company, but he refused to attempt cleaning because he was not able to do so in accord with the manufacturer's instructions. Despite numerous emails to [redacted] following the cleaner's visit, [redacted] did not take any further action on the claim until Dec. *, 2014, when she called just before close of business to schedule a second cleaning. The call was dropped before I could respond, and I could not call back because the line was closed. Thus, I sent an email stating a second cleaning would be futile because the first cleaner had refused to attempt cleaning due to conflict with the manufacturer instructions, and therefore I requested a credit for the full replacement cost of our mattress within 7 days. [redacted] did not respond until Dec. **, at which time she insisted that a second cleaning be scheduled. I stated that we would be glad to schedule a second cleaning so long as the cleaner would be able to actually attempt cleaning consistent with the manufacturer's instructions, rather than wasting our time by showing up and refusing to clean. [redacted] indicated she had just reached out to a second cleaner - for the first time - that morning or the day before. In light of [redacted]’ pattern of unreasonable delay in acting on our claim, I requested that, within 30 days, she either schedule a second cleaning with a qualified cleaner or, having determined that such cleaning would not be possible in light of the manufacturer’s requirements, process our credit for the full replacement cost of our mattress as guaranteed by the terms of the warranty. [redacted] did not contact me during that time, nor did she respond to my email of Jan. **, 2015, advising that if she did not respond by Jan. ** I would file this complaint and, if a resolution is not reached in this venue, take other legal action as appropriate.Desired Settlement: Full replacement cost for our mattress as guaranteed by written warranty

Business

Response:

Based on review of your claim we have approved for your mattress to be replaced. An authorization will be sent to Sleepy's for an exchange. If you original mattress is not available a credit will be applied for reselection. The authorization takes approximately 7 business days to process, once processed you will be contacted by the retailer. A mattress replacement fulfills the warranty an no further claims can be processed. If you have any questions please contact us at ###-###-####.[redacted]

Review: I bought a mattress from [redacted] along with the Guard Master Dri-Tec mattress protector. Within a few months the backing started to crack and I called the company leaving several messages. After no returned calls, I went to [redacted] and had them contact the company. Guard Master said I must have received a faulty mattress protector and sent me a new one. After about 2 months, my new protector started cracking again like the previous one. I called the company and finally got ahold of someone, they asked me to send them pictures of the protector. I also told them that the protector had leaked causing several small stains and an odor on our mattress and that I wanted someone to be sent out to clean it. They asked for pictures of the mattress as well. I sent them an email with the requested info but never heard back from them. I called them a week later only to be told that my claim had been denied and my warranty was voided. I was told that since there were several spots on my mattress that my warranty was voided because that meant it was from multiple times. I informed the rep that the stains [redacted]. After we realized what had happened, I called the company the very next day. They said the only thing they could do is send someone out to clean it but that I had to sign a waiver releasing them from the warranty which I refuse to do. Now I have a mattress with stains and an odor and an expensive useless mattress protector.Desired Settlement: I want my mattress cleaned, and if they cannot remove the stains and odor, then I want it replaced. This is ridiculous that the company gives such horrible customer service.

Business

Response:

After review of the claim we have decided to have the mattress cleaned, sanitized and deodorized. We will also ask that a professional service technician contact you schedule an appointment to have that done.We also asked that the mattress protector be returned to us which is part of the warranty. I have attached another copy of the [redacted] return shipping label if you please sent that back. If you have any questions please contact us at ###-###-####.Thank you,Antigone B[redacted]Warranty Manager?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], before sending the mattress protector back I want certain things done. I want a new mattress protector sent to me which is part of the replacement warranty and I want my mattress cleaned as well before I send back the damaged protector. Having that is my only proof and I don't want to release that until they honor their warranty.

Review: I have 5 years of warranty on my furniture. I Have made a claim with this company for the past year and a half and they do not give me any answers on my claim. They do not return my phone calls. The last time I called they told me that they did not have my claim in their system . I asked to speak to a [redacted] and they never called me back. Their customer service is horrible. My warranty is going to expire in a year and I think that is what they are waiting for..If I do not get my furnitures repaired or replaced within this time, I do not know what is going to happen. I paid over 5,000 dollars on my furniture. I would appreciate if someone could help me regarding this matter.Desired Settlement: I would like my furniture to be replaced for New ones.

Business

Response:

Dear [redacted],

We do not have any claim listed on file for you. Can you please provide us with a copy of your sales receipt, description and pictures of the damage done to your furniture.

Once that has been received we will review your claim. You can e-mail us this information to [redacted].

Thank you

Warranty Supervisor

631-414-7758

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The business is stating that they have no claim on file meanwhile in Nov * 2012 they sent someone over to my residence to take pictures of my furniture. After that I kept calling them and they kept ignoring my phone calls and erasing my claim from their system. I would gladly provide them with the pictures but I need this matter solved as soon as possible. I have been waiting for too long .

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I want them to call me, and I need an answer as soon as possible. Damages of the furniture happened by simply moving it back and forth. I have 3 chairs that needs repair and one leg of the dinning table. I've attached the sales receipt and I ha've made the request trough the company website.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello,

I have received all the necessary information to process your claim. Our service technician will be calling you to schedule an appointment to inspect and/or repair your furniture.

If you have any further questions please call us at ###-###-####.

Thank you

Review: I sent an email to [redacted] for service on Sofa that I baught from Ashley Furnitur. Last email I got form them last year on December **/2014 they said that We will contact you once we hear from cleaning technician. After that I didn't get response form them . I am still waiting for their response.Desired Settlement: Repair

Business

Response:

Based on review of your claim request it was determined that the items that you are claiming are not covered by the warranty. The terms and conditions of your warranty exclude damage that happens due to being worn or soiled from everyday use, color fading and peeling. I have attached a copy of the terms and conditions for your review. The warranty also states that any accidental damage would need to be reported within 14 days of the incident. Per your initial phone call, the date of damage was unknown and there was no know cause of the damage.Per the terms and conditions of the warranty under the exclusion section it states the following:• Odors, accumulated or long-term multiple stains and unknown stains, colorloss, fading, soiling, furniture that becomes worn or soiled from everyday use.This service plan excludes coverage for stains or damage to furniture causedby normal household usage, as damage of this type cannot be attributed to arelatable accidental occurrence.• Veneer or topcoat checking, leather or vinyl cracking, leather or vinyl peeling,separation of seams, seam slippage, stress tears/rips, excessive loss of foamresiliency to cushions, loss of silvering of glass or mirror components, scratchesof any type with the exception of accidental scratches on glass or mirrorcomponents, all accessories. Any upgrades to furniture that alter the appearancefrom the manufacturer’s original state.Thank you,[redacted]?

Review: They Are trying not to cover my warranty claim. this my email to them reporting my claim .

Hi.

Earlier this week my son wet the bed twice, yesterday was laundry day, when we remover the cover we notice the urine soak mattress.

I'm trying not to get too upset about it but is a little crazy its now two years in a row I had the same issue. I bought this cover because the sale man in the store said it was the best to protect my very expensive investment but now I'm wondering if I should of buy two or maybe the cheaper one are better.I hope someone can get back to me sooner than they did the last time. I will be calling the store after this email to see how we can rectify this problem and best option moving forward.

YOURS TRULY

This is there warranty [redacted] was contacted by phone from the Warranty Service notifying me that my claim was rejected due to the multiple stain base on this section of there warranty

THIS WARRANTY DOES NOT COVER OR APPLY TO:

•

Medical issues, incontinence and repeated or multiple stains or multiple locations of stains from humans and/or pets.

So unfortunately I don't do laundry everyday so I would notice the first stain. wile on the phone with the agent I told her to look at me first clam email witch stat that it happen in the same week and I didn't notice till laundry day when I took the sheets off to wash it and don't do laundry everyday like everyone else. she then notify me that she will send someone to clean it but I have to sign a waver witch preventing me from making other claim or for a second cleaning if its not done right. Ether that or nothing. If I don't sign the stain will void my 15 year warranty on the mattress. I feel they are not honouring my claim because I do my laundry one a week and not noticing that there product fail to protect my goods as it stated it would.Desired Settlement: Repair or replace.

Business

Response:

Based on review of the information submitted your mattress has multiple stains that was not reported within 5 days of the incident. The warranty states that we cover an isolated incident The pictures submitted show that the mattress has multiple stains. Although your mattrss does not qualify for service we did however offer to service the mattress asking that a waiver be signed. The warranty reads as follows: Should a stain persist after laundering, you must register the stain with our Customer Service department within five (5) days of the incident, by calling # [redacted], or online at: [redacted] Odors, accumulated and / or long-term multiple unknown stains, any unknown stains, non-colorfast material, pet damage, stains caused by the build-up of perspiration, hair or body oil, and normal soiling from everyday use. The waiver has been attached, if you would like to go ahead with the cleaning please sing the waiver and e-mail it back to us at [redacted].Thank you,[redacted]Warranty Manger

Review: Purchased mattress protector along with new mattress. Mattress protector failed to prevent stain on mattress. Contacted Guard-Master on 10/**/14. Company requested copy of sales receipt to begin procees. Receipt sent via e-mail same day. Company did not respond until 10/**/14 at which point I was told a cleaning company would contact me to schedule cleaning within 72 hours. After waiting approximately 4 buisiness days with no response, I had to contact Guard-Master again on 10/**/14. Guard-Master said they contacted their cleaning company again. I received a call same day from the cleaning company and cleaning was scheduled for 10/**/14. When cleaning company arrived I was told that they had not received any information until my second call. Cleaning company was unable to remove stain and odor. Waited 5 buisness days with again no response from Guard-Master. Contacted Guard-Master again on 10/**/14 to check status of claim. Guard-Master then requested that I take multiple picture of stain and send to them for evaluation. Pictures were e-mailed same day. No response was received. Called Guard-Master again on 11/*/14 to check status again and was told that now they're waiting from pictures from the cleaning company. It has now been nearly a month of waiting to resolve the claim. My son is currently sleeping on an air mattress and his bedroom smells like urine.Desired Settlement: I would like my mattress replaced ASAP as per the written warranty.

Business

Response:

After review we have approved the mattress to be replaced. The authorization has been sent to the retailer and they should contact within the next 3-4 business days to set up the exchange. The warranty only covers the mattress exchange it does not cover any additional fess such as delivery or set up. Please be advised that once a mattress has been replaced your warranty has been fulfilled and no further claims can be filed. If you have any questions please contact us at ###-###-####. [redacted]

Review: They are telling me that no new mattress since they were not able to remove stains from my mattress. And their warranty states that if there product does not live up or becomes worn they will replace the mattressDesired Settlement: I would like a new mattress

Business

Response:

Based on review of your claim it does not qualify for a mattress replacement due to the amount of time it has taken to receive

the requested claim information and also the number of stains that are on the mattress.

Per the terms and conditions of the warranty it states that we require notification within 5 days of the incident and the warranty excludes multiple stains.

I have attached a copy of the terms and conditions of the warranty for your review.

Review: I purchased a king-size Dri-Tec waterproof mattress protector from Sleepy's in September 2011. During a recent washing of the mattress protector, per the instructions, the protector basically disintegrated. I called Guard-master on August **, 2014 to seek assistance on filing a warranty claim. I was told to scan the necessary documents and email them to the Claims Department. I was told that upon receipt, a Claims Representative would confirm receipt of the email thus initiating the warranty process. I promptly submitted the requested information via email on August **, 2014 at 12:03PM EST. After 24 hours with no response, I called again to follow up and ensure that my message had been received. I was told it had and that they would send out a mattress protector, to expect the shipment within 7-10 business days. I made a note in my calendar and even allowed a couple of extra buffer days. Yesterday, realizing I still had not received the protector, I called Customer Service at 5:10PM EST. I remained on hold for over 21 minutes waiting for a representative to answer despite being first in queue. At 5:32, a new call-holding prompt notified me that the office had closed and that I could leave a message or call back. I left a message explaining how frustrated I was and that I expected a prompt return call. Today marks 14 business since I initiated this process. I called again this morning at 9AM EST. I guess I shouldn't have been surprised that the Claims Representative couldn't find any information that my mattress protector had ever been shipped. She supposedly is following up with the warehouse and assured me she would be calling me back with more information.Desired Settlement: I not only expect to receive my replacement with express delivery, but I also would like an apology for poor service. I shouldn't have to call four times and still not have my claim processed. This is inexcusable.

Consumer

Response:

In reference to complaint ID [redacted], I received the product 16 business days after filing the original warranty claim, well beyond the 7-10 business day range stated on August **. I never received an apology for poor delivery service or the incredibly rude customer service. At this point, please simply consider the case resolved. There is clearly a complete disregard by this company for its customers, and no complaint with the Revdex.com will correct such an extreme organizational flaw.

Sincerely,

Review: I bough a Sterns and Foster matress set at Ashley Furniture in Phillipsburg NJ in September 2011 when I made the purchase the salesman showed me a mattress pad that he said guaranteed to protect the mattress from stains or the company would clean or replace the mattress I was skeptical as it was overpriced at 109.99 but I figured since there was a warranty I would buy it in January of 2016 I noticed terrible stains on the mattress I took pictures of them and sent them to Guardmaster the claim was denied the claim number is [redacted] I spoke to Chris H[redacted] he said unknown stains were not covered that is very deceptive on their part I let him know I would be complaining to Ashley furniture and the Revdex.comDesired Settlement: Get rid of stain caused by their mattress pads inability to protect it from stains or replace mattress

Business

Response:

The warranty covers stain that is reported within 5 days of an isolated incident. It was reported to us that the stains are unknown and that the date of occurrence is unknown. The warranty covers stains that are caused from human or pet bodily fluids as well as beverage consumed by humans. The warranty excludes unknown stains that have been accuring over a period of time. Attached please find another copy of the warranty for you reference.Thank you,[redacted]Warranty Manager

Review: In September of 2011, we purchased a Tempurpedic mattress and GM Dri-Tec Wicking Waterproof Protector at Sleepy's Mattress Center. Our youngest daughter was moving out of her crib and into a bed. Because our daughter was allergic to dust and suffers from chronic eczema, it was suggested by the sales rep that we cover the bed with this Dri-Tec waterproof cover. This would protect the Tempurpedic mattress against any type of spills or accidents and it would help our daughter with her allergies.

Our daughter had been fine in bed for years but had her first accident a few weeks ago. Unfortunately, it poured right through the cover, soaking the mattress and foam underneath. It is quite the opposite of waterproof and can provide video to prove these results.

After contacting our Sleepy’s store in [redacted] and then being asked to contact Sleepy’s Corporate claims department, we were able to get the contact information for GM Warranty Services and were told to start there.

I submitted a claim to GM Warranty Services claim specialist and promptly provided our receipt of purchase and pictures of the mattress and cover the next day. GM responded several days later and denied our claim because they said it was not submitted with 5 days of the accident. After arguing with the GM claim specialist on the phone that we in fact submitted the claim within the 5 business days, they did offer to courtesy clean the mattress but are forcing us to sign a waiver that if the cleaning does not work that we will not pursue the problem any further.

I now have a child sleeping on a mattress that is soiled which is a health concern for us. Had I known the cover was not water proof, I would have purchased a simple waterproof mattress cover that we have used on our other two children's beds without issue.

I would like this company to stand behind the product that we were sold.Desired Settlement: I would like the mattress cleaned and if the service tech cannot properly clean it for the mattress to be replaced with an equivalent model as per the warranty.

Business

Response:

As per the terms and conditions of the warranty, to qualify for a cleaning of the mattress the incident must be reported within 5 days.The warranty reads as follows: Odors, accumulated and / or long-term multiple unknown stains, any unknown stains, non-colorfast material, pet damage, stains caused by the build-up of perspiration, hair or body oil, and normal soiling from everyday use. To qualify for a covered claim, the customer must provide the original sales receipt or other proof of purchase acceptable to GM Customer Service, along with this warranty certificate, within five (5) days of the incident.It was reported that the incident occurred 2 weeks prior to us being contacted which is outside the warranty guidelines. Although you are not qualified for a cleaning, we did however offer a courtesy cleaning to you. We will have a professional service technician contact you to clean and sanitizeyour mattress. We can proceed with the cleaning as long as the acknowledgement is signed and sent back.Thank you,Antigone B[redacted]Warranty Manager###-###-####

Review: We purchased a mattress pad that guarantees no leakages to our mattress if so mattress will be replace if bought with new mattress. I bought it on Rooms to go and was told by sales representative. A baby just came recently to our life and had a spill accident. After taking the pad to wash realizes it went thru the mattress and spotted it had a 2 or 3 little other stains. Called the company ant they said they will send a cover but the mattres is not covered. After saying a couples of words to them they said they will send a technical over to take the stains but I needed to sign a release. I disagree to sign release form since its warranty. Now I have a mattres that cost me expensive with stain, trusting there product was guaranteed no leaks to mattress but it seems not.Desired Settlement: I purchased a warranty and it was sold if leaks is on mattress, mattress will be replace. I like them to honor the warranty and stand by product that is guaranteed to not allow leakage thru. If stains doesn't comes out I want my new mattress.

Business

Response:

This

warranty covers an isolated stain that is reported within 5 days of the

incident. It was reported that there have been multiple stains and accidents which have occurred over a

period of time and the warranty excludes multiple long term stains. Please review the following as stated in the

warranty(attached);Under section: THIS WARRANTY DOES NOT COVER

OR APPLY TO” It states: Medical issues,

incontinence and repeated or multiple stains or multiple locations of

stains from humans and/or pets. Odors, accumulated and /

or long-term multiple unknown stains, any unknown stains, non-colorfast

material, pet damage, stains caused by the build-up of perspiration, hair

or body oil, and normal soiling from everyday use.Although you are not qualified for a cleaning, we

would like to offer a courtesy cleaning to you. We will have a professional

service technician contact you to clean and sanitize your mattress we have sent the form to you email as well as it has been attached.If you have any questions please contact us.Antigone B[redacted]Warranty Supervisor###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

GM WARRANTY SERVICES,In order to get a mattress clean and a new mattress cover

they want me to sign a waiver, waiving my rights when I bought a 10 year

warranty for the amount of $119.99 plus tax. I’m losing a 10 year warranty, that

is not stipulated in my agreement again the warranty I purchased is a 10 year warranty

on the mattress cover. To clarifying my purpose of communication to the company

I called in regard to a large stain and then by removing the cover pad I

noticed there where 2 or 3 little stain and called the office. I want the mattress to be clean and a new

mattress cover with my 10 year warranty.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Thank you. I still haven't receive my mattress cover pad yet. Address for mailing I had send it to the company by email. Just to confirm is[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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

Review: On October **, 2014 Bed Gear/GM Warranty services sent a cleaner to clean my mattress (I have their mattress protector and it failed) who could not remove the stain. After a couple of weeks of unanswered emails and unreturned voice mail, I finally spoke with a [redacted], who told me since the stain was not removed my mattress would be replaced per the warranty. I have spoken to [redacted], another [redacted] with GM Warranty, and was re-assured that my mattress would be replaced. I called every week and was told that my claim was being processed, that I would receive a call back. It's been more than two months since I was told my mattress would be replaced but it still has not been, and the only answer I get is "You should receive a call" which I still have not received.Desired Settlement: I would like them to honor their word to replace the mattress and not bill me the delivery fee.

Business

Response:

Based on review of your claim the mattress has been approved to be replaced and the authorization to replace the mattress was sent to the retailer on 2/**/2015. The store will contact you regarding the exchange of your mattress.If you have any questions please contact us at ###-###-####.Thank you,[redacted]