Guard-Master / Bedgear

Review: Called GM Services Warranty for a spill. They void my warranty because there were several spill spot from my son spilling his juice. This is a way they get at you so they do not need to replace your mattresses. Beware do not buy them from sleep expert.Desired Settlement: I would like them to credit back my money that I spend on my mattresses by purchasing their protection cover if they can not remove the stain.

Business

Response:

After review of your claims you had initially attempted to file a claim in January and did not supply the proper documentation so that claim was closed. We received a 2nd call in September for another claim. For this claim we received the appropriate documentation showing the purchase of the product but you had continued to use the mattress protector causing multiple stains. The warranty excludes multiple stains and also using a defect product voids the warranty. We also require that the all the necessary documentation be reported within 5 days and based on our records it was reported 9 months later which is outside the warranty timeframe. We did however mail a replacement protector and offered to cleaning the mattress. In order for us to clean the mattress we do ask that you sign a waiver acknowledging that the mattress does not quality for warranty service but we are still willing to attempt a cleaning. I have attached the waiver and a copy of the warranty for your review. Thank you,Antigone B[redacted]Warranty Manager###-###-####

Review: I Bought a Sterns and Forster mattress from [redacted]'s about 3 years ago and bought a Protective cover that came with a 10 year warranty against any stains of spills caused do to the protector failing. I called [redacted]'s because of a deep dip in my side of the bed because I have been waking up for the last 3 months in agony, they asked before sending someone to inspect the bed if there were any stain or tares in the bed. I started to say "no" as I pulled the sheets off then noticed an area of stains on the mattress and a giant tare in the bottom of the protective cover. I was advised to cal Guard Master and they would send someone to clean the bed and I could then call [redacted]'s back to have the bed inspected to be replaced. I files a report with Guard Master and let them know what was going on. They said no problem said a cleaning company would be in touch with me and even sent me a new protective cover to replace the damaged one. after filing the report I took the sheets off the bed to wash them and just threw the old torn cover out since they were sending me a new one. About an hour later I noticed a few small tares (about 6 all smaller than a dime) I then immediately sent them an email letting them know about the small tares. My wife and I slept on our pull out couch for a week until we got the new mattress protector because we didn't want to sleep on the bed without the cover. The only time we ever took the cover off was once or twice a month to clean it then it would go right back on the bed. The cleaning company came and failed to get the stain out so I called back and told them what happened with the cleaning company. They had me send photos of the stains and I was told they were waiting for the cleaning company to send the report to them. after a week they finally called me saying the tares were there before the cleaning company ( as if I accused them of causing the damage}. I clear that up that I found them right after making the claim and even sent them an email letting them know I found the small tare an hour after the claim was filed. They then told me because of the tares they couldn't replace the mattress but could possibly send someone for a second cleaning. I was placed on hold for 10 mins only to the the person come back and tell me they wouldn't even send someone for a second cleaning because the tare void the warranty. needless to say I was not happy so I called [redacted]'s back to see if they could do anything to help me. After another week and a half of calling the store and the warranty department I finally got fed up and called [redacted]'s headquarters in [redacted]. They placed me on hold after hearing everything that happened and a [redacted] from [redacted] got on the phone with a [redacted] from Guard Master Warranty Services, GM Warranty Services told the [redacted] from [redacted]'s that the claim was denied due to the amount of stains and because they dont know how long the stains were there. So in the end I was told the best anyone can do was a deep discount on a new bed from [redacted]'s but it will still cost me a few hundred dollars no matter what. I decided to call GM Warranty Services one last time to give them a chance to make this right and was basically told that any stains or spill have to be reported within 5 days of the spill or it voids the warranty, granted there is no way of knowing the stains were from the last 5 days I can say for certainty they were less then 1 month old because the last time I wash teh protective cover there were no stains at all. So in the end they gave me a totally different reason that they denied the claim then they did [redacted]'s telling me it was the tares and telling them it was the amount of stains and time frame of when they were made. That was the first red flag to me. My original call for the bed was to [redacted]'s to replace the bed for a dip and after going through the last 3 weeks or so of trying to get it fixed and reading the contract Guard Masters warranty should cover the cost to replace my mattress because their product failed , disregarding the small tares there are still stains in the bed that their mattress protector is supposed to prevent, it didn't and now they are telling me there is nothing they can do so I let them know I was reporting them to the Revdex.com and if necessary I'll also be contacting a lawyer. I also got in touch with an assistant to one of the [redacted]'s for [redacted]'s and she is doing what she can to help me push through the warranty process.Desired Settlement: As per their warranty I feel they should replace the bed, it cost me $1450 for the mattress when I bought it however the bed is 3 years old, I am not an unreasonable person by any means and I would be happy with an $800-$1000 credit for a new mattress and to have the old one removed which when buying a new mattress the delivery company i'm sure would have no problem hauling it away. Anything short of that I feel is unacceptable given the amount of money I spent and the issues I'm currently going through with it. I did get in touch with an assistant to a [redacted] for [redacted]'s that is doing what she can to help push threw the warranty issues but ultimately Guard Master failed to follow through on their warranty. If [redacted] s can handle the issue then all I would like from Guard Master is the money I spent on their product refunded to me.

Business

Response:

A claim was filed through us for a spilled chocolate milk on the bed. The warranty covers a one time accidental accident that is reported with in 5 days. We had proceed with the claim and had a mattress protector shipped as well as a professional service technician contact the customer to schedule a cleaning. Upon the service technician arrival an inspection was done on the mattress and it was noted that there are multiple stains ad that the mattress had holes in it. The service technician did attempt to clean the mattress but was unsuccessful due to the nature of the unknown stain. The holes were there upon arrival and were not caused by the service technician. The mattress has been cleaned, sanitized and deodorized. Attached I have supplied a copy of the terms and conditions of the warranty for review. Under the exclusion section it does state the following: "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."Based on the terms and conditions of the warranty we do not cover multiple stains. 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:

[Your Answer Here

I will start off with the comment about the tares in the mattress, I never stated that the tech damaged the bed in fact I sent an email to Guard Master letting them know I dicovered small tares only about 1 hour after the first call was made to start the claim. In nonway shape or form did I say it was the cleaning mans fault nor point fingers or blame anyone. I do not know where the holes came from I only known they were not there a month before I made the claim which was the last time the cover was washed. As far as the multiple stains the contract says the spill or stain must be reported within 5 days the main stain that was noticed was no more than a week old however the "multiple stains" were in the same said area as the tare in the protective cover. So the stains were made within the month and because the protective cover failed and basically fell apart. The tares aside if the bed was exchanged it would be trashed and the small tares wouldn't matter anyway since the whole thing would get shredded and stuffed in a land fill or burned off (and I did ask that question to the girl that helped me when I called guard master) also according to the contract I should have gotten 2 cleanings and I was denied even having the send back the cleaning company to try again. They also started off telling me that the issue was the small tares and that is what voided the warranty yet when they spoke to [redacted] about it they changed their story to it being multiple stains (again all in the same area because of the cheap plastic lining on the mattress cover) my bed was perfectly clean with no problems aside from a small dip on the opistie side of the bed. If the protective cover didn't fail then [redacted] would have had no problem exchanging my mattress but because the cover failed and they also failed to get the bed clean I had to go as far as to speak with one of the [redacted]'s assistants of [redacted] and them being the good and honest company they are decided after an inspection that they would honor the warranty that Guard Master should have covered to begin with because they failed to get the bed clean. Tares or not they have nothing to donwith the stain AMD the FACT that the cover was meant to prevent exactly this type of thing. Either way I'm done with this. 2 months of phone calls and waiting and not being able to use a bed I paid $1400 less than 3 years ago because this company held me up for so long. At least [redacted]'s was able to help where Guard Master just made things harder on me. [redacted] is replacing my bed and I'll be buying another mattress cover that is warrantied through another company. The product is a shame considering I've never had a spill of any kind before this issue and the one time I need it, it has a tare in the plastic and fails then the company that backs it does everything they can to get out of owning up to ita and honoring a replacement. I should not have had to go though this all for the last 2 months this should have been fixed one way or the other within 2 weeks. I could go on but there is no point, the company is dishonest and untrustworthy and will not do anything to make it right or they would have already.

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

Sincerely,

Review: I bought a couch from Ashley's Furniture a few years ago and along with it purchased the "worry free" furniture protection plan from Guard Master. While the couch is still under its "worry free" warranty my niece spilled juice all over the couch. I called within days to Guard master and spoke to Sandy. I was told by her to email the pictures of the couch stains and a picture of the receipt as proof of purchase. I did all that and she told me she would get back to me to set up the appointment to send someone out to clean the stains. Two weeks go by and I get nothing back!! Not a call not an email, even though I know my email was received by the company. I've called and left messages that were not returned. I've called and waited on hold for over 1 hour on two occasions. RIDICULOUS!!!! I paid for a service and was provided with NOTHING but BS!!! This company took my money and provided me with nothing but aggravation.Desired Settlement: I WANT MY MONEY BACK!!! That is all I want. I paid 59.99 for a service they did NOT provide. Period. At this point I'm pretty sure the stains have set which ruins my couch. I will never purchase or recommend this company. EVER.

Business

Response:

Dear [redacted],

I apologize that you have not been contacted to have your couch cleaned.

We do have a claim on file for you but unfortunately I am not showing your e-mail on file.

If you can please resend the email to my attention I will make sure that we get a cleaner out to you

to clean the couch. My e-mail address is [redacted].

Thank you,

###-###-####

Review: I purchased a king size mattress boxsprings, and a mattress cover to protect the bedding as per the Sales personal at Sleepys. This was purchased in Oct. 2014. The bedding has not held up. When I went to look at the mattress I noticed a Urine stain on the mattress. The pad protector did not hold up as advertised. It also has a ten year limited warranty. Sleepys said I had to go through the GM Warranty company to get them to honor the replacement as their product didn't work. I called and first was told that since it wasn't reported within five days they would not honor any warranty. I asked to speak to a supervisor and was then told they would do a courtesy cleaning of one time. She said they could clean a gell foam mattress. THe cleaning company called me and informed me the mattress could not be cleaned as it could not have water put on it as the foam would not last. I was told they would send me a new cover for free. The stain voids the manufacture warranty and Sleepys would not budge.Desired Settlement: replacement of mattress

Business

Response:

Based on review of your claim it was determined that your

mattress does not qualify for service due to the stain not being reported

within the warranty guidelines of 5 days. Although the mattress does not qualify for a cleaning we did however

offer a courtesy cleaning of the mattress. We did receive the signed waiver back and you had agreed to the cleaning

of your mattress. These mattresses are

able to be cleaned and serviced. We will

contact a different service technician who will clean this mattress.Antigone B[redacted]Warranty Manger'###-###-####

Business

Response:

Based on review of your claim it was determined that your

mattress does not qualify for service due to the stain not being reported

within the warranty guidelines of 5 days. Although the mattress does not qualify for a cleaning we did however

offer a courtesy cleaning of the mattress. We did receive the signed waiver back and you had agreed to the cleaning

of your mattress. These mattresses are

able to be cleaned and serviced. We will

contact a different service technician who will clean this mattress.Antigone B[redacted]Warranty Manger'###-###-####

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 Gel Memory foam mattress can not get wet so it can't be cleaned. The stain occurred sometime and I was unaware of a five days notification. The fact of the matter that the pad shouldn't have soaked through regardless of the five days.

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:

The Gel Memory foam mattress can not get wet so it can't be cleaned. The stain occurred sometime and I was unaware of a five days notification. The fact of the matter that the pad shouldn't have soaked through regardless of the five days.

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

Sincerely,

Business

Response:

This type of mattress has been cleaned in the past and has been done successfully. The warranty requires the stains to be reported within 5 days, it was reported us that the stain occurred at an unknown time, which makes this claim invalid. We did however offer you a courtesy cleaning of the mattress and if you choose not to have the mattress cleaned then the warranty only allows for a refund on the mattress protector. Thank you,Antigone B[redacted]Warranty Supervisor

Business

Response:

This type of mattress has been cleaned in the past and has been done successfully. The warranty requires the stains to be reported within 5 days, it was reported us that the stain occurred at an unknown time, which makes this claim invalid. We did however offer you a courtesy cleaning of the mattress and if you choose not to have the mattress cleaned then the warranty only allows for a refund on the mattress protector. Thank you,Antigone B[redacted]Warranty Supervisor

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 I agree to a refund of the protector pad..

Sincerely,

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 I agree to a refund of the protector pad..

Sincerely,

Review: I purchased GuardMaster protection on my furniture on 2/**/09. The furniture was delivered on 6/**/09. The warranty protected my furniture for 5 years. I contacted Guardmaster on 4/**/14 to file a claim for a broken chair. I was asked to fax copies of the receipt and delivery date to prove that the warranty was still good. I faxed it on 4/**/14. I received a phone call one week later that I should call back to continue the process of my claim. I called back three times and left messages with no answer. Nothing was done. I am still continuing to follow up and now they tell me that the warranty is expired and my furniture is not covered. I have the fax that proves that I sent the information on 4/**/14 and the voicemail that I received. I would like my furniture to be fixed because I started the claims process within the warranty coverage.Desired Settlement: I would like my chair to be repaired at no cost to me as per the warranty service or be refunded for the warranty service that I purchased.

Business

Response:

As per review of your claim we are going to issue a refund to you in the amount of the warranty purchase price of $139.99. The check will take approximately 4-6 weeks for processing time.The check will be issued to the address and name that we have on file.Thank you,[redacted]###-###-####[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 the mattress cover with new mattress and was delivered and started using it on 02/**/2013. Got stain on mattress cover and it leaked through to mattress and called within 3 days of getting stains and rep told me that she would be sending out a new mattress cover that same day which was 06/**/2013 and would be having someone locally call me to come and clean it. I faxed her the reciept that same day on 06/**/2013. Did not hear back from company until 07/**/2013. They called and asked if anyone had made an appointment to come and clean it and I said no. A couple of minutes later a local company called me and we set up an appointment for them to come out. The cleaners came on 07/**/13 and cleaned the mattress. We have never recieved a new mattress cover even though it was cleaned. I called the company back on 07/**/2013 because a new stain was now on the mattress and wanted to find out why we never recieved a new cover and also we needed someone to come out and clean it again. I had to leave a message because no one answered the phone. I called again on 07/**/13 and left another message, called numerous times on 07/**/2013. My husband callled numerous times on 07/**/2013 and each time we had to leave a message. I called back on 07/**/2013 and finally spoke to someone named [redacted]. She was VERY rude to me. She read my address back to me and I told her that the street name was not correct and she told me that it really didn't matter. She then told me that "according to UPS the mattress protector was delivered on 07/**/2013". I told her that we did not get anything delivered to us, there was never a note on our door saying someone had tried to deliver anything, or anything like that. She said that she could not give me a tracking number so I could also check into it. When I asked her why no one had returned any of our calls for a week now she raised her voice with me and told me that she only had one message from me and it was recieved late in the afternoon yesterday. I have left dozens of messages in the past week. In the end, she informed both my husband and myself that they would not be covering this stain because we put a faulty mattress cover on it and that voids the warranty. I told her that we had to because they never sent us a new one. She again raised her voice and said that I should have went and bought a new mattress cover if I knew this one was faulty. I asked what the point of this would be since I thought that they were sending us a new one. Ultimately, nothing was resolved. She refuses to cover the claim, she won't send me a new mattress cover because she claims that one was already sent and recieved, and she refused to give me a tracking number for the one she claims was sent. Additionally, if something should go wrong with my mattress, that warranty will be void because if there are any stains on the mattress they will not honor the warranty. So, in the end out will be out thousands of dollars because this company is not doing what they claim and advertise that they will do. Also, Why do I have to pay $130 for a mattress cover if it is not going to work?Desired Settlement: This product claims to protect from leaks 100% and does not! I would like them to replace the product with a non-faulty product.I want the mattress cover that they claim they sent to me so that I can protect my mattress. I also would like a mattress cover that works. If I am going to spend $130 on a mattress cover I need for their product to work like they say it will.

Business

Response:

A claim was filed on 6/**/2013 for a mattress protector that

failed for a juice and a urine stain.

GuardMaster sent a replacement mattress protector please see tracking

number, [redacted] the replacement was shipped and delivered to [redacted] on 7/*/2013 and it was left at the front door. [redacted] called and

stated that they did not receive the mattress protector and there is another

stain on the mattress. GuardMaster did sent

out the replacement in the appropriate time and it was delivered to the customer. Per the terms and conditions of the warranty

we do not cover multiple stains. This

would be a third occurrence on the mattress.

I have attached a copy of the Mattress protector warranty for your

review. GuardMaster did send a

replacement mattress protector for the one not received. The

additional stain on the mattress falls under the exclusion section of the

warranty and is not covered.

###-###-####

Review: Guard Master Dri-Tec Water Proof Protector

GM Warranty Services

Tricounty Furniture

On August **, 2015, my child had an accident while sleeping on a Tempurpedic mattress which had a Guard Master Dri-Tec Water Proof Protector covering it. I purchased the mattress protector at the same time I purchased the mattress. On August **, 2015, I filed a claim with GM Warranty Services. On August **, 2015, GM Warranty Services contacted me and said they would send me a new mattress protector and a professional cleaning technician would contact me. Tricounty Furniture Service contacted me and we set up and appointment to have the mattress cleaned on September **, 2015. The technician came, took photos, and cleaned the mattress. On September **, 2015, I contacted GM Warranty services via email and sent them photos of the mattress which was not clean and which now was more damaged. Mauricio was my service technician. The technician’s cleaning process also caused an additional stain to the side of the mattress that was not there before. On September **, 2015, GM Warranty services told me they were contacting the cleaning technician to get their photos and reports. On September **, 2015, I received a phone call in which GM Warranty Services denied my claim. They lied and said there were stains on the side of the mattress. In short GM Warranty Services sent Tricounty Services to clean my mattress which was covered by the warranty and Tricounty Services caused an additional stain which was used as a reason to deny me further services. They did not honor the warranty. I want a new mattress per warranty. If they will not honor the warranty and replace the mattress,I want a refund of 199.99 plus tax, which is what I paid for the mattress protector that did not work. I also want them to pay for another cleaning of the mattress to fix the damage caused.Desired Settlement: They did not honor the warranty. I want a new mattress per warranty. If they will not honor the warranty and replace the mattress, I want a refund of 199.99 plus tax, which is what I paid for the mattress protector that did not work. I also want them to pay for another cleaning of the mattress to fix the damage caused.

Business

Response:

I do apologize that the mattress has stains on the side. We are going to approve another cleaning of the mattress to remove the remainder of the stain.If you have any questions please contact me at ###-###-####.Antigone 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.However, please note I have not received a replacement cover as agreed. I believe this could be because my address was not correct. I called corrected the address and was told a replacment cover would be mailed to my corrected address. My correct address for all future communications is (until November 2015):[redacted]

Sincerely,

Porsche B[redacted]

Review: I have received a replacement for a defected mattress protector end of January 2015. On February * 2015, I contacted the warranty services again due to my son spilling and peeing the night from February * to February * 2015. I asked on how to handle the situation since I have just received the new protector but it failed in keeping the mattress clean. The costumer representative told me she can offer me a courtesy cleaning and a technician will contact me to schedule an appointment. The same day she called me back and asked for pictures of the stains. I sent them per email right by the way. Several days later she told me to sign a waiver for the cleaning so the company can contact me. Nobody contacted me within a reasonable time and I had to contact them several times until I finally got contacted by the cleaning company and had the cleaning done on February ** 2015. The stain didn't get fully removed and my mattress has a permanent damage. I contacted the warranty services again and explained that it is not acceptable especially since I came to find out that I had different options to choose from since the mattress and protector were purchased at the same time. Then they tried to tell me its because of multiple stains. Their warranty clearly states that its only if it "accumulated and/or long-term multiple unknown stains" which in my case it is not. Since I contacted them right by the way and told them what happened. I then asked for them to pull the phone recordings since they apparently record them and also asked to speak with someone that is in charge for warranty services. After I called multiple times I never received a call back. Also I was suppose to receive another protector withing 5 business days which also did not happened. I received it on March * 2015. The warranty has failed on many occasions from not telling me all my options based on my warranty as well poor customer service and no one ever contacting me back.Desired Settlement: At this moment I don't want do deal with this warranty anymore and want a refund for my damaged mattress. I feel that warranty services did not tell me all my options since the mattress and protector were purchased together. She never explained the waiver to me only stated I need to sign it so a cleaning company can come out and clean the mattress. Also I never received the proper customer care. No one in charge ever called me back as requested to figure a solution out as well as me not receiving a replacement within the 1-5 business days I have been told. I just feel very frustrated and lied to in this case. since I contacted them on February * 2016 and today March * 2015 its still not solved.

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 received and read the new message with the businesses respond.In regards of what the company have stated under statement 1: It clearly does't match what I have in my warranty. I have sent the warranty I have in one of my previous emails.In regards of what the company have stated under statement 2: It is also not true, I have called right by the way and explained it was tea or juice and asked for the phone records to be pulled to be clear on what was spoken. It never happened.Also I contacted the company on February * 2015 about the stains. They have sent out the new protector as stated on the [redacted] of February 2014. Which is also clearly too late based on their warranties/policies they provide.All in all the company is lying about their warranty they provide and is very unprofessional and rude when it comes to costumer service.. I clearly have a totally different warranty with the # [redacted].I expect and wish to receive the costumer service I have under my stated warranty. If they are not able to do so I want to speak with someone other than a supervisor. I have requested this before on one of my conversations with the business but they never got back with me. Or to just be reimbursed and never have to deal with them again.Sad that they do this to people, especially in my case being associated with the military and I sure have other more important things to take care of at this moment.The waiver that was mentioned was explained differently to me. That's why I sign it Again, the business acted on terms that are not in my warranty I asked for the phone calls to be pulled so it can be heard what was spoken about it. It never happened. They are just a bunch of liars with no interest to provide customer service.At this point my complaint is NOT solved. Thank you,[redacted]

Business

Response:

As per the terms and conditions of the warranty it excludes the following:1. Medical issues, incontinence and repeated or multiple stains or multiple locations of stains from humans and/or pets.3. Odors, accumulated and / or long-term multiple unknown stains, any unknown stains, non-colorfast material, pet damage, stainscaused by the build-up of perspiration, hair or body oil, and normal soiling from everyday use. Exclusion 1 Explains that the warranty does not cover multiple stainsExclusion 3 Explains that the warranty does not cover unknown stainsWhen we were initial contacted we were advised that a child had wet the bed and there is another stain that is unknown. We did ask for pictures on February [redacted] toshow us what the stains look like on the mattress. After review it was determined that the mattress does not qualify for a cleaning. We did however, offer a courtesy cleaning of the mattress. With the cleaning we have a professional service technician come out clean, sanitize and deodorize the mattress. We do provide a waiver which fully explains the process and we ask that the customer to sign and return the waiver. It does explain that if the stains on the mattress are not removed the mattress would not qualify for a replacement. The waiver was signed and returned. I haveattached a copy of the waiver. The cleaning was preformed.The warranty was explained as to what will be covered and what is not covered.The mattress protector shipped out on the [redacted] of February and arrived on 3/*/2015 Please se[redacted] tracking number [redacted] Thank you, [redacted]

Business

Response:

We have reviewed the calls and at no time during these callswas any misinformation provided.The warranty was explained as it is stated. The warranty does not cover multiple stainsand the pictures you supplied to us of your mattress clearly show multiplestains.We did however, offer a courtesy cleaning and it was explainedin order to have the mattress cleaned the waiver would need to signed. Thewaiver also provided an explanation as to why we would only offer a cleaning. At no time during the claims process were you provided informationthat was not accurate and that was not in line with the terms and conditions ofthe warranty. I have attached a copy for your records.I apologize that there might have been a misunderstandingwith the warranty guidelines and the reason you had to sign the waiver.Although you do not qualify for a mattress replacement weare going to approve for you to receive a mattress only exchange throughthe retailer that you have purchased your mattress from.The authorization will be sent to them within the next 5-7business days and they will contact you to schedule the exchange.Being that your mattress is being replaced no further claimscan be processed through us.If you have any questions please contact us at###-###-####.Thank you, [redacted]

Review: We purchased the Bedgear Performance Power Pack when we bought our new Tempur-pedic bed. We were told that it protects the bed against dust mites, stains, mold, moister resistant, block bacteria and allergens. On the packages it states that there is a 10 year warranty. We have had the bed for a year and a half and when we were moving to a new place last week we noticed mold on the bottom of the bed. When we unzipped the mattress skin encasement the mold had gone straight through. This means that moister penetrated through the mattress protector and started to mold. We filed a claim with Bedgear and they said that is was declined because it does not protect against mold spores. We read through their warranty guide and it says nothing about not protecting against mold. We called back to talk to a Manager and she told us that the Performance Power Pack does not come with a mattress encasement. I have a picture of their product that shows and states that it comes with one. It is really sad their Manager doesn’t know anything about their products. We are now sleeping on our camping cots in our room because we don’t want to sleep on a moldy bed.Desired Settlement: We would like Bedgear to honor their warranty and replace our bed that is only a year and a half old.

Business

Response:

This warranty covers an isolated stain removal from anaccidental spill that may occur. Mold on the mattress is notconsidered an isolated incident. As stated in the coveredsection of the warranty the following items would be covered, food or beveragenormally consumed by humans and human or pet bodily fluids. Mold is notlisted. It was also stated to us that nothing had leaked on to themattress. The warranty covers if an accidental spill causing a stain on the mattress. The power pack does come with an encasement but what was explained is that the pictures suppliedshow that the mattress also has temperpedic encasement or cover on the mattress.It was never stated that the power pack does not come with an encasement. The mattress does not qualify for coverage based on the terms and conditions of the warranty.A B[redacted]Warranty Manager###-###-####

Review: I purchased a tempurpedic mattress that was quite expensive via Sleepy's. I was convinced that I should also purchase a mattress protector which I did buy from Dri-Tec that had a warranty. There was an issue where moisture/stain went through to the foam part of the mattress, which is not good, therefore the mattress protector did not work. I put a claim in but GM Warranty Services stated that they will clean the mattress but only if I sign a waiver form stating they are not liable for replacing the mattress if cleaning does not work due to some 5 day rule. The warranty states they would replace it if cleaning did not work. This is unacceptable and against consumer rights. I want the mattress cleaned.Desired Settlement: I want the mattress cleaned without having to sign a waiver that they will not replace the mattress if cleaning does not work.

Business

Response:

Based on the terms and conditions of the warranty the stains

needed to be reported within 5 days of the incident. It was reported that the accident happened

within the past 2 months which is outside the warranty guidelines. The warranty also excludes multiple

stains. It was also reported that there

were two different incidents on the mattress.Although you are not qualified for service on the mattress

we did however, offer a courtesy cleaning so that a professional service technician

can clean, sanitize and deodorize the mattress. Without the waiver we will not be able to service your mattress due to

your claim not falling within the warranty guidelines.I have attached a copy of the warranty which explains that

the accidents needed to be reported within 5 days and that multiple stains are

not covered.If you would like for us to have the service technician

contact you please sign and return the waiver.If you have any questions please call us at ###-###-####.Antigone B[redacted]Warranty Supervisor

Review: I purchased a warranty through Ashley Furniture Homestore [redacted] for $169.99 for GM Warranty Services. I was told that I can use the warranty if the furniture stuffing became misshapen. I was NOT told that the warranty DID NOT cover cracking and peeling. I sent GM Warranty all the info that they requested (receipt and photos). No one got back to me though they promised someone would in 1 business day, I had to call constantly and sit on hold for 20-60 minutes just to be told, some one will be back to me - I finally was told my claim was denied because cracking and peeling is considered normal wear!!!!Desired Settlement: Refund of my warranty purchase in the amount of $169.99

Business

Response:

[redacted] and [redacted] have been contacted by Ashley and they have agreed to issue the customer a refund or credit on the warranty.

GuardMaster

[redacted]

###-###-####

Review: We purchased a Guard Master mattress protector as our first son was moving out of the crib and into his first bed. He was not fully potty trained which is why we made this purchase -- to protect our investment. We were assured by the salesperson at [redacted]'s (who sold us the cover to accompany the mattress) that the cover was the best option to protect the mattress against wetting. Months after the purchase of the new mattress, our son had wet the bed. We checked the mattress when we changed the sheets only to find the mattress protector had not done its job -- at all. We then filed the proper claim paperwork with Guard Master. We scheduled a cleaning of the mattress through Guard Master with Chem Dry and the cleaner called promptly and came to remove the stain. After an extended period of time, he said that he had removed some of the stain but could not remove everything. He told us this was a justified warranty claim.

This started the process of us going back to Guard Master and completing the paperwork. This is where all of the problems started. We were asked to provide pictures which were already provided by Chem Dry and then came back and asked for more pictures. The pictures we provided showed an additional stain as the process had taken so long (months) that our son had another accident.

We are currently rejected because there are multiple stains. The reason for the multiple stains is the bureaucracy of asking for more document and the period of time Guard Master took to respond. Was there an expectation that we would purchase another mattress while we waited for Guard Master to verify our claim?

The health issue associated with this is my son is now sleeping on a mattress which is soiled.Desired Settlement: As outlined by the product warranty, we would like to have our son's mattress replaced with the equivalent model.

Business

Response:

We have reviewed your requested and determined that the mattress will be replaced. An authorization has been sent to the retailerwhom you purchased the original mattress and protector from. This approval is valid for 60days from the date of notification. This approval authorizes an even exchange of your mattress. Per the terms and conditions of the warranty, GM Customer Service cannot guarantee ticking or dye lot match for replacements. This warrantycovers a mattress replacement only and does not cover delivery, taxes or set-up arrangements, as well as transportation and disposal. If you have any questions please contact us at [redacted]Thank you,Antigone B[redacted]Warranty Manager

Review: Dear Revdex.com,

My guard master service plan # [redacted] I submitted claims though website on 11/**/13 for the 1. Chair pad cant be secured due the screw that cant be tightened.

2. Leg cap is broken for one chair.

[redacted], asked to send the photos of the affected parts and invoice. which was provided on 11/**/13. After that there was no communication from Gaurd Master.

Called several times ... hold time was more than 30 mins ... so finally Called them around middle of December 2013 and spoke to [redacted]. He said he will have technician come over and fix. No body came so far.

Last time also, I had to go though Revdex.com.org to get the work done through this company.Desired Settlement: repair or replacement as mentioned in warranty.

Business

Response:

[redacted],

Based on your claim request a services technician has been contacted and they will be calling you by Monday to schedule an appointment to have

the chair pad inspected and/ or repaired. As per your warranty the caps for the leg is not a covered item. Your warranty only covers the items below:

Stains caused by food or drink, pet or human bodily fluids except perspiration, hair or body oils

Lipstick and ballpoint pen ink stains

Accidental rips, cuts, burns, and punctures

Frame, springs, or mechanism breakage.

The plastic cap on the bottom of the chair do not fall under this criteria.

If you have any questions 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:

[Your Answer Here]

why broken cap cant be an accidental cut/damage? I will read the contract once more.

Claim used to be a smooth process for the first two claims. Now unless I go through Revdex.com, nothing moves. What kind of service are u providing ?

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:

Wednesday, May **, 2014 5:53 AM

Hi [redacted], its been over 8 weeks since Guard master ordered parts. No one has contacted me so far.

thanks

Business

Response:

An appointment has been scheduled for 5-**-2014.

If you have any questions please call ###-###-####.

Thank you,

Review: I purchased a 5 year furniture insurance plan when I purchased my furniture through an Ashley Furniture store in 2010. Guard-Master is the company backing up and providing the insurance warranty service. My bed frame recently broke and I've been trying to contact the company since September **, 2014 to make a claim to repair my bed frame which is covered under the insurance warranty plan. When you call their 1-800 number, you are put on hold and no one ever picks up. I've called the [redacted] and their direct extension and left numerous voicemails and have not gotten a response. My emails go unanswered. So at this point after numerous unsuccessful attempts of contacting the company I'm filing a formal compliant against them.Desired Settlement: I want my bed frame repaired, so that I don't have to sleep with my mattress on the floor and I also want my nightstand fixed and restored as well. If these items cannot be repaired in a timely manner then I want a full refund of the amount that I paid for the furniture insurance plan.

Business

Response:

Our service technician has been assigned to contact you to have the bedframe repaired. They should be contacting you by the beginning of next week so that you can schedule an appointment for the repair.[redacted]Warranty Services###-###-####

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 reject their response because I originally made a claim to repair both my broken bedframe and my damaged nightstand table. The technician that contacted me said they only received an order to repair the bedframe not the nightstand table. I want my nightstand to be repaired as well as it should be covered under the warranty and it was part of my initial claim that I submitted on 9/**/14. This can be a separate order/appointment if necessary.

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

Sincerely,

Business

Response:

I will add the night table to the Work Request and have the service technician contact you again. [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,