Precision Custom Coatings

Complaint: [redacted] I am rejecting this response because: I was not given a direct line I never used "bleach" on the coverMy cover was NOT tornI read all directions and did not misuse of care for wrong Regards, [redacted]

Business Response to a Complaint Complaint ID#: *** Company Name: Precision Custom Coatings Company Contact: *** *** Company Phone: *** Company Email: *** Person Who Sent the Complaint: *** *** Staff Member:
Response: Upon receiving the warranty complaint on April 15, 2016, we(SlumberShield) followed up with the customer *** *** and informed her of our warranty processWe first send out a replacement protector and a return label so that the customer can send us back the old protector in questionThen we inspect the protector and determine if the warranty is still valid or if it has been voided by the customerWe determined that the fault was with the protector and not of the customer thus validating their warrantyMy supervisor instructed me to proceed with ordering the mattress replacement for the customerWe went through the channels of replacing the mattress, however, we made a mistake during the ordering process and ordered a Twin XL mattress instead of a TwinAfter Mrs*** had informed us that we had sent her the wrong mattress, we contacted our mattress supplier and ordered a replacement to be sent and the older mattress to be picked upThe supplier then called to inform Mrs*** that she would be getting a replacement mattressAfter contacting our supplier they said they never received an order for another mattress, then made us fill out another order to have it orderedMrs*** had sent two emails informing us that she had still not received a mattressWe contacted our supplier again who still did not process our orderBy that time it had been a month since the initial order and the issue was not dealt with in a reasonable amount of time, so we are issuing a refund for the designated amount by the customer of $to be sent as soon as possible

*** *** called our answering service and explained thatshe had an issue with our product leaking. Our Customer Service representative returned her phone call, at whichpoint she had the direct line and no longer needed to use the answeringservice. Our answering service
is anexternal entity, and it is against policy for them to not answer a call, atlunch or any other time. We sent out a replacement and included a pre-paid label on8/20/14. We received the return on9/8/14. The protector was badly damaged,discolored, and the film was cracked, ripped, and brittle from exposure tobleach. Our warranty states that misuse,including incorrect washing, voids any warranty protection. We have had several lamination expertsexamine the product, all with the same findings. The product was washed laundered on a hotsetting, exposed to bleach and possibly other harsh chemicals, which caused thedeterioration of the protective barrier. Per the warranty on the product she purchased:“This warranty coversmanufacturing defects only. Damage tothe product caused by improper use or by abuse, misuse or not properlyfollowing the care instructions will void the warranty. ***™ is not responsible for anyincidental or consequential damages resulting from the use of itsproducts. In no event shall theresponsibility of ***™ exceed the purchase price of the warrantedproduct. This warranty will only behonored when accompanied by a copy of the original proof of purchase from anauthorized retailer, reseller or distributor. This warranty is not available where the mattress protector is used forcommercial, institutional or rental purposes.“ *** *** did not properly care for her product. As such, she does not qualify for cleaningservices or mattress replacement. *** received a free protector replacement, which she is also not eligiblefor as a result of mishandling, however we chose not to bill her for thereplacement product she received. Thoughwe certainly regret that she has staining on her mattress, *** cannotbe held liable for misuse of product and improper laundering practices

Complaint: [redacted]
I am rejecting this response because: 1. I was not given a direct line.  2. I never used "bleach" on the cover. 3. My cover was NOT torn. 4. I read all directions and did not misuse of care for wrong.
Regards,
[redacted]

Review: Purchased matress cover with bed March 2014. August 2014 my toddler urinated in bed and it seeped through matress cover. I contacted the store and they said to contact [redacted]. So I did. After making a claim I was told someone would get back with my. 2 weeks later I called to check claim and their customer service messaged my phone number wrong and that was the excuse givin on why I was not contacted. They sent a pre paid [redacted] box to send the cover to them for "quality control" I sent the package with the cover Sept. 2 2014... After several (more than 5) attempts to see about my claim I was told by the answering service that they turn their phones off at lunch and rarely turn them back on thats why I was geeting no response. So I called today 11/6/14 and left another message and my phone call was returned within 15 min saying my matress cover was void since I wahed in bleach and overheated in dryer. This is not true I did not use bleach and I did not use heat on my dryer. I had this product that was guareenteed TEN YEAR and had it less than 6 months and ruin a new bed.Desired Settlement: I either want my matress professionally cleaned or as stated in their warranty replacement of matress.

Business

Response:

[redacted] called our answering service and explained thatshe had an issue with our product leaking. Our Customer Service representative returned her phone call, at whichpoint she had the direct line and no longer needed to use the answeringservice. Our answering service is anexternal entity, and it is against policy for them to not answer a call, atlunch or any other time. We sent out a replacement and included a pre-paid label on8/20/14. We received the return on9/8/14. The protector was badly damaged,discolored, and the film was cracked, ripped, and brittle from exposure tobleach. Our warranty states that misuse,including incorrect washing, voids any warranty protection. We have had several lamination expertsexamine the product, all with the same findings. The product was washed laundered on a hotsetting, exposed to bleach and possibly other harsh chemicals, which caused thedeterioration of the protective barrier. Per the warranty on the product she purchased:“This warranty coversmanufacturing defects only. Damage tothe product caused by improper use or by abuse, misuse or not properlyfollowing the care instructions will void the warranty. [redacted]™ is not responsible for anyincidental or consequential damages resulting from the use of itsproducts. In no event shall theresponsibility of [redacted]™ exceed the purchase price of the warrantedproduct. This warranty will only behonored when accompanied by a copy of the original proof of purchase from anauthorized retailer, reseller or distributor. This warranty is not available where the mattress protector is used forcommercial, institutional or rental purposes.“ [redacted] did not properly care for her product. As such, she does not qualify for cleaningservices or mattress replacement. [redacted] received a free protector replacement, which she is also not eligiblefor as a result of mishandling, however we chose not to bill her for thereplacement product she received. Thoughwe certainly regret that she has staining on her mattress, [redacted] cannotbe held liable for misuse of product and improper laundering practices.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: 1. I was not given a direct line. 2. I never used "bleach" on the cover. 3. My cover was NOT torn. 4. I read all directions and did not misuse of care for wrong.

Regards,