Protect-a-Bed

Complaint: [redacted] I am rejecting this response because: I never took off the protector from the mattress to launder itI didnt even know that it could be launderedThe assumption of the ProtectABed is flawed and therefore the mattress should fall under the warranty unless protected wants each customer to take apart the protector everyday to check for laminate deterioration , they are selling a flawed productthey are pushing the blame on to me when their product is flawed Sincerely, [redacted]

The customer was called on and a message was left offering to reimburse him for the professional cleaning of his stained mattress He did not return our call to accept or decline the cleaning We keep a case open for days and he exceeded contacting us within that time period We need to be contacted as quickly as possible to go forward with the cleaning as the longer the stain is on the mattress, the harder it is to be cleaned This case is considered closed

Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ All of our telephone conversations are recordedAll conversations with Kaci [redacted] have been reviewed for their contentShe was screaming at the first representative that she spoke withTwo 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 tagBefore 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 itShe was unmanageable and the conversation had to be endedWhen she called back, she was transferred directly to the managerThe manager asked how she could be of assistance, but Kaci refused to talk to her and demanded her supervisor's nameThe 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 experienceShe just kept yelling to speak with someone higherWe would be more than happy to proceed to file a claim for Kaci if we receive the required information needed to process the claim

Mr [redacted] first filed a claim with us on August 12, Apparently his daughter had an accident in the bed and it leaked through the Protector, onto the mattress Testing proved damage to the laminate that was not the result of a manufacturing defect; therefore, we could not go any further with his claim on the mattress.He then filed a claim on on the same mattress, stating that water leaked through the Protector We did ship him another replacement Protector via UPS, which is scheduled to be delivered to him by the end of the day today However, our warranty clearly states that the warranty shall terminate in the event that Protect-A-Bed satisfies its warranty obligations with respect to a claim and that no subsequent claims will be covered However, as a gesture of goodwill, we agree to refund Mr [redacted] the $he paid for the mattress Protector to satisfy his requested desired settlement The check should be mailed to him within the next 7-business days This case is considered closed

The customer has accepted our offer to reimburse her for the professional cleaning of her mattress

The customer called to place a claim with us on He told the rep that his Protector was coming apart at the seams and he wanted a new one He said it was a gift and he didn't have the receipt so his call was escalated to a manager He said he called the store and the guy pulled up the receipt on the computer There are only two things required from the customer when filing a claim; the product code off the washing instruction tag and the receipt First he claimed he didn't have a receipt, then he said the store had it When asked if he could fax or email the receipt, he said if he sent us his receipt, we would then know his credit card number So, was it a gift or did he purchase it? He said that asking for the receipt was too much to ask on our part.After hearing him rummage through paperwork for more than three minutes, he miraculously found the receipt! He still refused to email or fax it to us He called again on and said he wanted to talk to the owner He was told the owner does not handle warranty calls and he said he did not want to speak to the manager He said his lawyers are looking into this He was then transferred to the manager He said he did not want to talk to the manager he wants the owner He said his lawyers were typing up papers now.On 01.13.17, we received a call from someone claiming to be Irene Washburn from the Revdex.com This person was calling from the exact same telephone number as the customer so we knew she was not from the Revdex.com! She continued to claim she worked for the Revdex.com and when asked her clients name, she refused to give it We know from experience that the Revdex.com does not file claims verbally over the phone The call was ended, but we received another one again from the same telephone number as the customer's This time it was a man claiming to be Seth Rawlings from the Revdex.com and he just wanted us to know that he will be filing a complaint against four people that his client had dealt with at PAB.The bottom line is all the customer has to do is submit the receipt as proof of purchase and advise the product code off the tag It doesn't matter if it is a gift or if he bought it That is all we are asking for to process his claim

Initial Business Response / [redacted] (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 cleanedThe letter stated further that we consider this complimentary cleaning service to be our full and final action regarding this specific matterThe cleaning took place on April 14, - more than three months agoThis case is considered closed

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 FIBREEucalyptus fiber, often known by its brand name TENCEL®, is a revolutionary new plant-based fiberIts 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

I am unable to locate a customer by the name of [redacted] in my customer database I searched by her name, telephone number and zip code and nothing came up All of our calls are monitored and I have the capability of searching our telephone database I searched for the number given, [redacted] and no inbound or outbound calls were from that number If the customer could please reference the case number she was given, that would be very helpful in locating her Did she file the claim under a different name than Elizabeth Smith or [redacted] ***? Could she possibly have called us from a different telephone number? I am unable to help without further information She states she called us on the following dates: [redacted] The telephone number given did not show up on those dates

We are offering to reimburse the customer for up to $100 to have the mattress professionally cleaned. That amount is what it typically costs to clean a twin size mattress.

It is obvious that the damage that has been done to the laminate of the Protector occurred over an extended period of time. One of the Conditions to Warranties is that "The Product must be inspected for damage after laundering and use must be discontinued if damage is apparent". Had this
been done by the customer, he would have noticed the damage and we would have replaced the Protector long before it leaked. Therefore, his mattress does not fall under our warranty.However, as a courtesy, I can offer to reimburse him for the professional cleaning of his mattress. Unfortunately, due to the damage to the laminate not being the result of a manufacturing defect, I cannot guarantee the results of the cleaning

The laminate on the Protector showed signs of melting which most likely occurred in the dryer. Our warranty states that if the Product fails to protect the mattress, due to manufacturing defects in the Product, the mattress will either be cleaned or replaced. Although the leak did not
happen due to a manufacturing defect, we can offer to reimburse her for the professional cleaning of her mattress for up to $100. However, we cannot guarantee the results of the cleaning

Our warranty states that if the Protector fails due to a manufacturing defect, we would, in our sole discretion, either have the mattress professionally cleaned OR replaced with one of comparable quality and value. As long as the mattress is cleanable, that is the course of action that is
taken. They key words are 'manufacturing defect'. Please see the attached pictures that were taken of the customer's Protector during testing. As you can plainly see by the "honeycomb" pattern that the laminate melted in the form of their dryer drum. This can only be caused by the dryer being too hot. The melting of the laminate is not the result of a manufacturing defect; therefore, their mattress is not covered under the terms of our warranty

Complaint: ***
I am rejecting this response because:I followed all instructions for washing this product as directedThis product was ALWAYS on my mattress, and was only washed a few timesThis product offers a ten year warranty, yet it doesn't appear that anyone gets an actual years use out of this product even when following all washing instructionsIt is advertisement to even claim this product will protect your mattress for ten yearsI've yet to see any one person get more than years from this product without it failing and this company consistently blames the customer for its products failingIf this product needs to be replaced every years for the first ten years after purchase in order to protect your mattress for ten years as warrantied, then you should tell your customers thatI am so extremely disappointed in the product, and the complete lack of customer serviceI received absolutely zero response to any of my emails after my claim was deniedEven before I received the denial letter in the mail and emailed twice just to check on the statusNo response at allIf your product fails ALL of your customers after years, that is a product defect, periodOr you should only offer a TWO year warranty instead of tenAt the very least you should have offered to clean my mattressInstead, they simply ignored meFrom what I have read online, this is exactly the same experience all of their customers have had.
Sincerely,
Monica Brunell

Complaint: ***
I am rejecting this response because: Due to a defective product sold to me, you have voided the warranty of my mattressEven if the tag says that it is washable, the protect-a-bed has not been washedTherefore the laminate disintegration is a manufacturing defect and a product issueI should be re-imbursed for a full replacement of the mattress and you should STOP selling defective products to customers.
Sincerely,
*** ***

The reason why our response to the testing indicated that the damage caused to the Protector was not the result of a manufacturing defect, but normally happens during the laundering process, is because that is exactly what the test results provedOn the rare occasion that our Protectors would
leak, our experience has proven that, while the consumer may have followed the washing instructions, the heat in the dryer may have a tendency to spike during the drying cycle, which would cause the laminate to meltSometimes if the Protector is not taken out of the dryer at the end of the cycle, the Protector's laminate can sit on a hot dryer drum and meltWe can only work with the evidence in which the returned Protector came in and it definitely did not leave the factory in the condition it was returned to us inAs a courtesy, we would like to offer to have the mattress professionally cleaned

Initial Business Response /* (1000, 6, 2015/07/22) */
The customer's Protector was tested and no visible damage was foundThe test involves putting the Protector on a light box the size of the mattress and examined for any holes or any indication of damage or defectsIt was then water tested
and it did not leakWhen water tested, the Protector is put on a mattress and completely soaked with water running through a garden hoseThere is no evidence that the Protector leaked which leads us to believe that the Protector was not on the mattress at the time of the accident

The customer first opened a case with us on stating his Protector leaked when his daughter had an accident in the bed. He followed our warranty procedures and returned the Protector to us to be tested. The testing showed there were some areas that specifically had developed
holes on the laminate, which had left those areas see through and unprotected. We sent the customer a letter stating the results. The customer did not dispute the findings. We did not hear back from the customer regarding any concerns on his end so, after days, the case was closed. On the customer called and reported that the replacement leaked. He was told by our agent that per our warranty, “the warranty … shall terminate in the event that Protect-A-Bed satisfies its warranty obligations…with respect to a claim; no subsequent claims will be covered for either the replacement Product or mattress in question”. The customer did not like hearing that and replied by saying “you’ve got to be *** kidding me. I am reporting you to the Revdex.com”. His telephone conversation was recorded. The call was then disconnected due to his inappropriate strong language.Please be advised that the customer is not disputing the fact that his original claim was denied. He is angry that our replacements do not carry a warranty. Unfortunately, we are unable to go any further with this claim.Mr*** also sent my agent a very disturbing email that simply stated *** YOU in capital letters. I was going to attach a copy for you to view, but I decided it was not appropriate. I can provide that for you if you request to see it

To settle this complaint, please accept my offer to reimburse her for the professional cleaning of her mattress for an amount not to exceed $

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***