Initial Business Response /* (1000, 7, 2014/03/26) */
The customer has been contacted and she will be refunded the amount she paid for the encasement. She has agreed and we will consider this case closed.
DO NOT BUY PROTECT-A BED MATTRESS PROTECTOR AND DO NOT BELIEVE THEIR 10 YEAR WARRANTY SCAM!!!
My husband and I bought a king size mattress from [redacted] store in Miami on November 29, 2010. When we decided on the mattress, the salesperson who knew that I was pregnant suggested that we also get a good mattress protector for all of those baby and toddler accidents that we were about to experience in the future. We were told that the Protect-A Bed mattress protector was top of the line and the best thing about it was its 10 year warranty and, if something happens and the protector fails, the company will replace your mattress because they stand behind their product and that was why the protector was that expensive: $150.00. We bought the mattress along with the protector relying on those statements.
Fast forward to January 30, 2016. Our 4 year old son climbed into bed with us and apparently peed himself while he was sleeping. As my husband and I were removing the sheets and the mattress protector from the bed, we were surprised to see that the urine completely soaked through the mattress causing a big leak inside the mattress and a huge stain.
I contacted Protect-A-Bed customer service and explained to them the situation. I was told by this representative, Chase, to send them all the information: copy of the receipt, pictures of the stain, and certain product information for the protector. I did all that right away and they sent us a new protector. Chase then told us to ship them back the old protector for its testing and we, for some reason, had to pay the shipping costs. That was a warning sign #1. I questioned Chase about that policy (why should we be responsible for the shipping costs?)and he said that they will reimburse the shipping costs IF they find that the leakage was the manufacturing defect. At that point I asked Chase regarding "who is doing the testing?" and I was told that the in-house testing department would be doing the testing at which point I raised questions about their objectiveness and impartiality to the whole process. What is the incentive for them to find a manufacturing defect in their own product even if it does exist when they are the very employees of the company?
In any case, about a week later, as expected, we received a letter from Protect-A-Bed letting us know that, through their in-house testing process, they found some kind of small blisters that turned into tiny holes that allowed the leakage through the protector onto our mattress. They then claimed that it was found to be NOT a manufacturing defect (convenient, isn't it?) and all the fault was on us, as customers and users. As a result, they were closing their case and that would be the end of it.
After I learned that the testing of the protector was in-house, I already knew that they were not going to willingly pay for the mattress or the damages and they will make sure to find the outcome in their favor. But to be so ridiculous and insulting as to suggest that we were supposed to find these tiny holes via mere inspection with a naked eye is preposterous.
A simple search online of the reviews of this company's product revealed that they do it all the time. Just check out [redacted]'s reviews and you'll see that they do it over and over again. http://[redacted]/Protect-A-Bed-Premium-Waterproof-Mattress-Protector/product-re...⇄ />
They claim that they offer 10 year warranty but they do not honor it and never find a manufacturing defect in their products while always blaming the problem on the end user. This fraudulent and deceptive practice of doing business must stop.
I would have never bought a mattress protector for $150 if I knew that their warranty process was a complete and total fraud.
Initial Business Response /* (1000, 5, 2014/07/25) */
The reason why the customer's mattress was not covered under our warranty is stated in the second paragraph of our warranty as follows:
In the event that the Product and a NEW mattress are purchased by an individual consumer for...
HOUSEHOLD use at the same time from the same authorized retailer, Protect-A-Bed also warrants to the Purchaser that if the Product fails to protect (due to manufacturing defects in the Product)the mattress sleeping surface against staining while properly covered by the Product during the shorter of the Warranty Period (10 years) or the warranty period offered on the mattress by the manufacturer.
Since she purchased a mattress that does not have a warranty that is covered by the manufacturer, we are not responsible for her mattress. Therefore, we were only able to replace her Protector, as per our warranty. This case is considered closed.
Initial Business Response /* (1000, 5, 2014/09/05) */
The warranty does state that if the Product fails to protect (due to manufacturing defects in the Product)....Protect-A-Bed will, in its sole discretion, either have the mattress professionally cleaned or replaced with one of comparable...
quality and value. The damage done to the customer's Protector was not the result of a manufacturing defect and therefore, the case was closed. However, as a courtesy, we would like to offer to reimburse the customer for the professional cleaning of his mattress.
Initial Business Response /* (1000, 5, 2015/07/02) */
All of our telephone conversations are recorded. All conversations with Kaci [redacted] have been reviewed for their content. She was screaming at the first representative that she spoke with. Two things are required from the customer to...
file a claim: a copy of the receipt and a product code that can be found on the washing instruction tag. Before the representative was able to ask for the information, the customer was yelling that if whatever information we needed was not on the receipt, then she doesn't have it. She was unmanageable and the conversation had to be ended. When she called back, she was transferred directly to the manager. The manager asked how she could be of assistance, but Kaci refused to talk to her and demanded her supervisor's name. The manager was unable to escalate the claim any further without clarifying what the customer's issue was and why she was so unsatisfied with her customer service experience. She just kept yelling to speak with someone higher. We would be more than happy to proceed to file a claim for Kaci if we receive the required information needed to process the claim.
All we did was update our packaging. The product she received is exactly the same as what was offered in the other packaging. I am quoting from a website named drylife:THE WONDER OF EUCALYPTUS FIBRE
Eucalyptus fiber, often known by its brand name TENCEL®, is a...
revolutionary new plant-based fiber. Its exceptional natural characteristics for absorbency, hygiene and temperature regulation make it ideal for use in bedding – especially children’s bedding.The customer is not understanding that Tencel and eucalyptus are exactly the same thing. There is nothing more that I can do. The customer received exactly what she ordered.
Initial Business Response /* (1000, 5, 2015/07/24) */
On April 8, 2015, the customer signed a letter stating that, as a gesture of goodwill, we would take care of the expenses to have her mattress cleaned. The letter stated further that we consider this complimentary cleaning service to be...
our full and final action regarding this specific matter. The cleaning took place on April 14, 2015 - more than three months ago. This case is considered closed.
Initial Business Response /* (1000, 5, 2015/04/14) */
I do not feel that 'sleeping surface' needs further explanation, as you can only sleep on the top (sleeping surface) of the mattress. The sleeping surface cannot be the side as you cannot sleep on the side of the mattress. The pictures...
of the stained mattress provided by the customer appear to be on the side of the mattress, which is not covered under our warranty. Never did we refuse to clean her mattress. In an email sent to her dated 03.31.15, she was told that if she wanted a new mattress we would have to test her Protector to determine why it failed and, if a manufacturing defect was found, we would first clean the mattress. I would be more than happy to process her claim, but she must follow our warranty procedure and return the damaged Protector back to us to be tested.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The protector is not damaged; it is just ineffective. The top of the mattress is stained, towards the edge, but definitely on top. I would like further instructions on filing to get it cleaned. Please send me a prepaid shipping label, so that I can return the cover to you for whatever testing you need to do. Since your cover failed to protect my mattress, the shipping cost should be covered by your business. I will not consider the matter resolved until the mattress is clean or replaced.
Final Business Response /* (4000, 9, 2015/04/23) */
We will not know whether the Protector is damaged or if it leaked due to a manufacturing defect until we receive it here and test it. The Protector needs to be returned to us as soon as possible. We do not send prepaid shipping labels. We do, however, reimburse the cost of the shipping if in fact the Protector is found to have a manufacturing defect. The replacement Protector was sent at our expense. Once a response has been received from the customer, we will send her an email with the return information sheet that needs to be filled out and returned to us along with the Protector.
I purchased the protect-a-bed pad on Feb 25,2016 from mattress firm in Cape Coral FL. I have 2 small grandchildren and they said it would be quarnteed for 10 years for leeks . The cost of the pad was 100.00 and mattress was1800.00. My grandson was sleeping with me and had accident sat up and started crying and peed again. I washed the pad with there instruction. Called the company filed out a warranty claim they sent me out new mattress. I sent the cleaned pad back with pictures of the mattress one stains was at least 2 in from the side. I haven't heard from them for a while text them and finally Mr Denis called my cell phone and left message saying the pee was from side and not under warranty. I tried emailing home with no response. If he would of looked at pictures he of know it was not from the side. First of all how can someone pee on side when he's laying down on the mattress. Thank you Carol Montgomery
Initial Business Response /* (1000, 8, 2014/10/03) */
I truly apologize for the late response. The customer is requesting that we pay to clean her mattress, which we have already offered to do on September 16, 2014. No mention of her not being able to afford it was stated at the time the...
offer was made or we would have offered to arrange for the cleaning to be done and we would have paid for it up front. The offer for the cleaning still stands.
Initial Consumer Rebuttal /* (3000, 10, 2014/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am pretty sure that I stated that I couldn't afford to pay for the cleaning up front, and there was no mention of the company paying for it up front then or since their response here.
I would appreciate for you to pay for the cleaning up front.
I also noticed that there was no response to my additional request/opinion that I should get a refund so that I may purchase a different product that has no defects. It disgusts me that this company knows that "cracking" occurs in the proper washing of this product, but doesn't care. Sure, you give a replacement product, but when the "cracking" will happen again the customer is left to deal with it.
This is, in my honest opinion, a company that scams people to buy their product. When I told friends about my situation it was very interesting to hear that some have gone through the same thing.
Final Business Response /* (4000, 12, 2014/10/16) */
We would like to make arrangements to have the customer's mattress professionally cleaned at our expense. Although our policy does not allow refunds, particularly when the product isn't purchased directly from us, we will refund her the amount of $74.50 that she paid for the Protector. Please contact me directly at [redacted] for further assistance. My name is [redacted] and I am the Consumer Service Manager.
Initial Business Response /* (1000, 5, 2014/05/28) */
On 05.16.14, the customer was issued a mattress replacement voucher to replace his mattress in the amount of $941.89 which is the full cost he paid for the mattress. Since his desired settlement has been fulfilled, we consider this case...
Initial Business Response /* (1000, 5, 2015/01/29) */
Although the testing done on the Protector did prove damage that was not related to any manufacturinig defect, as a courtesy, we are offering to reimburse the customer for the cost of the professional cleaning of his mattress. The...
customer should please respond that he either accepts our rejects our offer.
Initial Business Response /* (1000, 8, 2014/11/21) */
A replacement king size mattress Protector was delivered to her on 11.12.14. While our warranty does specifically state we do not do subsequent claims, we will process her claim as if this was the first time she is contacting us. She...
will have to return the damaged Protector to us to be tested to determine why it leaked. If the testing shows it leaked due to a manufacturing defect, we will pay to have her mattress professionally cleaned. [redacted] will email her the return instructions today. We also ask that the customer email a picture or two of the stain on the mattress.
Initial Business Response /* (1000, 5, 2015/02/12) */
Management reviewed the customer's claim and confirmed that the damage done to the Protector is not the result of any manufacturing defect(s). It is apparent that the damage occurred over time, not during one laundering. One of...
the conditions to our warranty is that the Product must be inspected for damage after laundering, and use must be discontinued if damage is apparent. Had this been done, the Protector would have been replaced prior to it leaking.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Of course that would be their reasoning as they make sure that you wash it again before it is sent back to them. There is a 10 year warranty on this product I had for 2 years. I did check it out after I washed it and there was no instruction as what to look for. However I didn't inspect it on the last wash as I was sending it to the company. I don't use harsh soaps or bleach. The failure of their product is why my mattress could be replaced under the beds own warranty.
Final Business Response /* (4000, 9, 2015/02/27) */
It is required that the Protector must be laundered prior to shipping it back to us, especially if it is contaminated with human or animal fluids. If the customer was unsure of what to look for when inspecting the Protector after laundering, she could have called us and we would have been more than happy to help her out. Even though the damage that has been done to the Prtector is not the result of a manufacturing defect, we will replace the customer's mattress as a courtesy. I ask the customer to contact our warranty department at her earliest convenience to make the necessary arrangements.
Initial Business Response /* (1000, 7, 2014/03/26) */
Regarding the first mattress and Protector mentioned, the customer was sent a picture of the hole that was found in the Protector that would clearly allow leakage. It did not leave the factory with the hole in it and it is not a...
manufacturing defect. As far as the second mattress and Protector, until a claim is placed and the Protector returned to us for testing, we are unable to go any further.
Initial Business Response /* (1000, 7, 2014/03/26) */
The customer has been contacted and she will be refunded the amount she paid for the encasement. She has agreed and we will consider this case closed.
DO NOT BUY PROTECT-A BED MATTRESS PROTECTOR AND DO NOT BELIEVE THEIR 10 YEAR WARRANTY SCAM!!!
My husband and I bought a king size mattress from [redacted] store in Miami on November 29, 2010. When we decided on the mattress, the salesperson who knew that I was pregnant suggested that we also get a good mattress protector for all of those baby and toddler accidents that we were about to experience in the future. We were told that the Protect-A Bed mattress protector was top of the line and the best thing about it was its 10 year warranty and, if something happens and the protector fails, the company will replace your mattress because they stand behind their product and that was why the protector was that expensive: $150.00. We bought the mattress along with the protector relying on those statements.
Fast forward to January 30, 2016. Our 4 year old son climbed into bed with us and apparently peed himself while he was sleeping. As my husband and I were removing the sheets and the mattress protector from the bed, we were surprised to see that the urine completely soaked through the mattress causing a big leak inside the mattress and a huge stain.
I contacted Protect-A-Bed customer service and explained to them the situation. I was told by this representative, Chase, to send them all the information: copy of the receipt, pictures of the stain, and certain product information for the protector. I did all that right away and they sent us a new protector. Chase then told us to ship them back the old protector for its testing and we, for some reason, had to pay the shipping costs. That was a warning sign #1. I questioned Chase about that policy (why should we be responsible for the shipping costs?)and he said that they will reimburse the shipping costs IF they find that the leakage was the manufacturing defect. At that point I asked Chase regarding "who is doing the testing?" and I was told that the in-house testing department would be doing the testing at which point I raised questions about their objectiveness and impartiality to the whole process. What is the incentive for them to find a manufacturing defect in their own product even if it does exist when they are the very employees of the company?
In any case, about a week later, as expected, we received a letter from Protect-A-Bed letting us know that, through their in-house testing process, they found some kind of small blisters that turned into tiny holes that allowed the leakage through the protector onto our mattress. They then claimed that it was found to be NOT a manufacturing defect (convenient, isn't it?) and all the fault was on us, as customers and users. As a result, they were closing their case and that would be the end of it.
After I learned that the testing of the protector was in-house, I already knew that they were not going to willingly pay for the mattress or the damages and they will make sure to find the outcome in their favor. But to be so ridiculous and insulting as to suggest that we were supposed to find these tiny holes via mere inspection with a naked eye is preposterous.
A simple search online of the reviews of this company's product revealed that they do it all the time. Just check out [redacted]'s reviews and you'll see that they do it over and over again. http://[redacted]/Protect-A-Bed-Premium-Waterproof-Mattress-Protector/product-re...⇄ /> They claim that they offer 10 year warranty but they do not honor it and never find a manufacturing defect in their products while always blaming the problem on the end user. This fraudulent and deceptive practice of doing business must stop.
I would have never bought a mattress protector for $150 if I knew that their warranty process was a complete and total fraud.
Initial Business Response /* (1000, 5, 2014/07/25) */
The reason why the customer's mattress was not covered under our warranty is stated in the second paragraph of our warranty as follows:
In the event that the Product and a NEW mattress are purchased by an individual consumer for...
HOUSEHOLD use at the same time from the same authorized retailer, Protect-A-Bed also warrants to the Purchaser that if the Product fails to protect (due to manufacturing defects in the Product)the mattress sleeping surface against staining while properly covered by the Product during the shorter of the Warranty Period (10 years) or the warranty period offered on the mattress by the manufacturer.
Since she purchased a mattress that does not have a warranty that is covered by the manufacturer, we are not responsible for her mattress. Therefore, we were only able to replace her Protector, as per our warranty. This case is considered closed.
Initial Business Response /* (1000, 5, 2014/09/05) */
The warranty does state that if the Product fails to protect (due to manufacturing defects in the Product)....Protect-A-Bed will, in its sole discretion, either have the mattress professionally cleaned or replaced with one of comparable...
quality and value. The damage done to the customer's Protector was not the result of a manufacturing defect and therefore, the case was closed. However, as a courtesy, we would like to offer to reimburse the customer for the professional cleaning of his mattress.
Initial Business Response /* (1000, 5, 2015/07/02) */
All of our telephone conversations are recorded. All conversations with Kaci [redacted] have been reviewed for their content. She was screaming at the first representative that she spoke with. Two things are required from the customer to...
file a claim: a copy of the receipt and a product code that can be found on the washing instruction tag. Before the representative was able to ask for the information, the customer was yelling that if whatever information we needed was not on the receipt, then she doesn't have it. She was unmanageable and the conversation had to be ended. When she called back, she was transferred directly to the manager. The manager asked how she could be of assistance, but Kaci refused to talk to her and demanded her supervisor's name. The manager was unable to escalate the claim any further without clarifying what the customer's issue was and why she was so unsatisfied with her customer service experience. She just kept yelling to speak with someone higher. We would be more than happy to proceed to file a claim for Kaci if we receive the required information needed to process the claim.
All we did was update our packaging. The product she received is exactly the same as what was offered in the other packaging. I am quoting from a website named drylife:THE WONDER OF EUCALYPTUS FIBRE
Eucalyptus fiber, often known by its brand name TENCEL®, is a...
revolutionary new plant-based fiber. Its exceptional natural characteristics for absorbency, hygiene and temperature regulation make it ideal for use in bedding – especially children’s bedding.The customer is not understanding that Tencel and eucalyptus are exactly the same thing. There is nothing more that I can do. The customer received exactly what she ordered.
Initial Business Response /* (1000, 5, 2015/07/24) */
On April 8, 2015, the customer signed a letter stating that, as a gesture of goodwill, we would take care of the expenses to have her mattress cleaned. The letter stated further that we consider this complimentary cleaning service to be...
our full and final action regarding this specific matter. The cleaning took place on April 14, 2015 - more than three months ago. This case is considered closed.
Initial Business Response /* (1000, 5, 2015/04/14) */
I do not feel that 'sleeping surface' needs further explanation, as you can only sleep on the top (sleeping surface) of the mattress. The sleeping surface cannot be the side as you cannot sleep on the side of the mattress. The pictures...
of the stained mattress provided by the customer appear to be on the side of the mattress, which is not covered under our warranty. Never did we refuse to clean her mattress. In an email sent to her dated 03.31.15, she was told that if she wanted a new mattress we would have to test her Protector to determine why it failed and, if a manufacturing defect was found, we would first clean the mattress. I would be more than happy to process her claim, but she must follow our warranty procedure and return the damaged Protector back to us to be tested.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The protector is not damaged; it is just ineffective. The top of the mattress is stained, towards the edge, but definitely on top. I would like further instructions on filing to get it cleaned. Please send me a prepaid shipping label, so that I can return the cover to you for whatever testing you need to do. Since your cover failed to protect my mattress, the shipping cost should be covered by your business. I will not consider the matter resolved until the mattress is clean or replaced.
Final Business Response /* (4000, 9, 2015/04/23) */
We will not know whether the Protector is damaged or if it leaked due to a manufacturing defect until we receive it here and test it. The Protector needs to be returned to us as soon as possible. We do not send prepaid shipping labels. We do, however, reimburse the cost of the shipping if in fact the Protector is found to have a manufacturing defect. The replacement Protector was sent at our expense. Once a response has been received from the customer, we will send her an email with the return information sheet that needs to be filled out and returned to us along with the Protector.
I purchased the protect-a-bed pad on Feb 25,2016 from mattress firm in Cape Coral FL. I have 2 small grandchildren and they said it would be quarnteed for 10 years for leeks . The cost of the pad was 100.00 and mattress was1800.00. My grandson was sleeping with me and had accident sat up and started crying and peed again. I washed the pad with there instruction. Called the company filed out a warranty claim they sent me out new mattress. I sent the cleaned pad back with pictures of the mattress one stains was at least 2 in from the side. I haven't heard from them for a while text them and finally Mr Denis called my cell phone and left message saying the pee was from side and not under warranty. I tried emailing home with no response. If he would of looked at pictures he of know it was not from the side. First of all how can someone pee on side when he's laying down on the mattress. Thank you Carol Montgomery
Initial Business Response /* (1000, 8, 2014/10/03) */
I truly apologize for the late response. The customer is requesting that we pay to clean her mattress, which we have already offered to do on September 16, 2014. No mention of her not being able to afford it was stated at the time the...
offer was made or we would have offered to arrange for the cleaning to be done and we would have paid for it up front. The offer for the cleaning still stands.
Initial Consumer Rebuttal /* (3000, 10, 2014/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am pretty sure that I stated that I couldn't afford to pay for the cleaning up front, and there was no mention of the company paying for it up front then or since their response here.
I would appreciate for you to pay for the cleaning up front.
I also noticed that there was no response to my additional request/opinion that I should get a refund so that I may purchase a different product that has no defects. It disgusts me that this company knows that "cracking" occurs in the proper washing of this product, but doesn't care. Sure, you give a replacement product, but when the "cracking" will happen again the customer is left to deal with it.
This is, in my honest opinion, a company that scams people to buy their product. When I told friends about my situation it was very interesting to hear that some have gone through the same thing.
Final Business Response /* (4000, 12, 2014/10/16) */
We would like to make arrangements to have the customer's mattress professionally cleaned at our expense. Although our policy does not allow refunds, particularly when the product isn't purchased directly from us, we will refund her the amount of $74.50 that she paid for the Protector. Please contact me directly at [redacted] for further assistance. My name is [redacted] and I am the Consumer Service Manager.
Initial Business Response /* (1000, 5, 2014/05/28) */
On 05.16.14, the customer was issued a mattress replacement voucher to replace his mattress in the amount of $941.89 which is the full cost he paid for the mattress. Since his desired settlement has been fulfilled, we consider this case...
closed.
Initial Business Response /* (1000, 5, 2015/01/29) */
Although the testing done on the Protector did prove damage that was not related to any manufacturinig defect, as a courtesy, we are offering to reimburse the customer for the cost of the professional cleaning of his mattress. The...
customer should please respond that he either accepts our rejects our offer.
Initial Business Response /* (1000, 8, 2014/11/21) */
A replacement king size mattress Protector was delivered to her on 11.12.14. While our warranty does specifically state we do not do subsequent claims, we will process her claim as if this was the first time she is contacting us. She...
will have to return the damaged Protector to us to be tested to determine why it leaked. If the testing shows it leaked due to a manufacturing defect, we will pay to have her mattress professionally cleaned. [redacted] will email her the return instructions today. We also ask that the customer email a picture or two of the stain on the mattress.
Initial Business Response /* (1000, 5, 2015/02/12) */
Management reviewed the customer's claim and confirmed that the damage done to the Protector is not the result of any manufacturing defect(s). It is apparent that the damage occurred over time, not during one laundering. One of...
the conditions to our warranty is that the Product must be inspected for damage after laundering, and use must be discontinued if damage is apparent. Had this been done, the Protector would have been replaced prior to it leaking.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Of course that would be their reasoning as they make sure that you wash it again before it is sent back to them. There is a 10 year warranty on this product I had for 2 years. I did check it out after I washed it and there was no instruction as what to look for. However I didn't inspect it on the last wash as I was sending it to the company. I don't use harsh soaps or bleach. The failure of their product is why my mattress could be replaced under the beds own warranty.
Final Business Response /* (4000, 9, 2015/02/27) */
It is required that the Protector must be laundered prior to shipping it back to us, especially if it is contaminated with human or animal fluids. If the customer was unsure of what to look for when inspecting the Protector after laundering, she could have called us and we would have been more than happy to help her out. Even though the damage that has been done to the Prtector is not the result of a manufacturing defect, we will replace the customer's mattress as a courtesy. I ask the customer to contact our warranty department at her earliest convenience to make the necessary arrangements.
Initial Business Response /* (1000, 7, 2014/03/26) */
Regarding the first mattress and Protector mentioned, the customer was sent a picture of the hole that was found in the Protector that would clearly allow leakage. It did not leave the factory with the hole in it and it is not a...
manufacturing defect. As far as the second mattress and Protector, until a claim is placed and the Protector returned to us for testing, we are unable to go any further.