Protect-a-Bed

The customer's Protector had several holes in the laminate. The holes left areas unprotected from liquid seeping through. Our warranty does not state we would replace her $1,mattress if the product failed. It states that if the product fails to protect (DUE TO MANUFACTURING
DEFECTS IN THE PRODUCT) the mattress sleeping surface against staining....*** will, in its sole discretion, either have the mattress professionally cleaned (by a 3rd party), or replace the mattress with one of comparable quality and value. The holes were not the result of a manufacturing defect; therefore, the mattress is not covered under our warranty

I have spoken with the customer and she agreed to be reimbursed for the professional cleaning of her mattress. This has been completed successfully. The customer will be refund for the cost of the cleaning, along with the shipping charges she incurred when return the Protector to us to
be tested

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,
*** ***

As per our warranty, it is at the sole discretion of Protect-A-Bed to either clean or replace the mattress. There is a washing/drying instructions tag on the Protector itself that indicates the product is washable. Regardless of whether or not the Protector was washed, I am offering to reimburse you for the professional cleaning of your mattress. As stated previously, due to the fact that the damage was not caused by a manufacturing defect, I am unable to guarantee the results of the cleaning. The cleaning offer is what would be offered to any customer with a manufacturing warranty issue

We would like to replace your mattress. Please call ***, ext ***, and our Consumer Service Manager will assist you

The customer was called on 06.20.16 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 30 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 /* (1000, 5, 2015/07/28) */
The warranty manager spoke with the customer on July 14, 2015 and offered to replace her mattress. The customer told her that all she wanted was to be reimbursed for the cost of the Protector that she originally purchased When the customer...

filed the complaint, she indicated that it had been two weeks and she had not received a refund. It takes 7-10 business days to process the check. Seven business days later, on 07.23.15 a check in the amount of $79.00, the cost of the reimbursement of her Protector, was cut and it was mailed the next day, 07.24.15. This case is considered closed.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AT NO TIME WAS I INFORMED OF HOW THE REFUND WOULD COME, WHAT AMOUNT, OR WHAT TIME PERIOD. I HAVE SPENT MONEY FOR SHIPPING, CLEANING (WHICH THEY CLAIM THEY COVER ON THEIR WARRANTY), AS WELL AS THE FAULTY COVER IN THE FIRST PLACE. I HAVE SPENT HOURS TRYING TO RESOLVE THIS WITH THEM AND INCLUDED MULTIPLE EMAIL ATTEMPTS, TO WHICH THEY DID NOT EVEN BOTHER REPLYING. THEY STILL OWE ME THE COST OF THE CLEANING.
Final Consumer Response /* (4200, 11, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company is blatantly fraudulent and rips people off. They have not honored their warranty and have provided the most atrocious customer service I have ever received. They asked for all of the original receipts back so that no one can fight them to honor their warranties. They have lied to me and offered no information, telling me I should ask for information. Well if 5 different emails asking for settlement isn't me communicating and asking, then I don't know what is. They took their products back without concern, along with all the original receipts. Then they tell you if you cash your refund check for the cover it will automatically close your case. so you are trapped in a catch 22 if you want your refund. VERY Unethical company. They sold the protector stating they'd pay for mattress cleaning or replacement. The mattress was over $200. The cleaning was about $80. They refuse to pay either. And their product is a shoddy piece of garbage sold fraudulently with a no good warranty they won't honor.
Final Business Response /* (4000, 17, 2015/08/06) */
To set the record straight, we never ask anyone for their original receipts. In fact, this customer uploaded her mattress and Protector receipt to our online portal on 06.22.15 so we have a COPY of her receipt, which is all that is ever requested. If she had questions regarding the refund, all she had to do was ask and she would have gotten her answers. We offered to replace the customer's $188.99 mattress, but she turned it down and just asked for the reimbursement of the money she paid for the Protector, which was $79.00. Protect-A-Bed will issue a check in the amount of $75.00 to reimburse her for the cleaning of her mattress to close this case. It takes 7-10 business days for processing the check.

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.

The customer is disputing the purchase price of $99.00. In an attempt to amicably settle this case, we can either reimburse him the price he paid for the Protector or he can accept a reimbursement of up to $100 for the professional cleaning of his mattress.

I would like to make a couple of corrections.  The customer stated that she purchased the mattress less than a year ago when in fact, it was purchased over a year ago on 09.27.15.  She indicated that she paid $300 for the Protector while her receipt shows $149.25.  She said that the...

warranty states if the cover fails to protect the mattress we would professionally clean the mattress.  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.  Please see the attached picture that was taken of the customer's mattress during the testing procedure.  As you can clearly see by the "honeycomb" pattern that the laminate melted in the form of her 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, her mattress is not covered under the terms of our warranty.

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.

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

Initial Business Response /* (1000, 6, 2015/09/28) */
The customer's Protector had damage to the laminate. There were small holes that were not the result of any manufacturing defect. The holes appear to be popped blisters. Had the Protector been inspected after laundering, the customer would...

have seen the blisters. He should have notified us at that time for a replacement. Unfortunately, the blisters popped, therefore causing it to leak. Regarding the commercial, in states in writing 'For full details of Protect-A-Bed stain guarantee, visit [redacted].com. On the website it explains how our warranty works.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After reading a response like this it leads me to think that [redacted] did not even read the case description. They state "the customer would have seen the blisters." As I pointed out in the case description: The protector was inspected after each laundering and no damage was apparent. Again, I maintained the protector just as the manufacturer instructions stated. Regarding the commercial, [redacted]'s spokesperson says "Only when you buy a [redacted] mattress protector with your mattress you'll get a 10 year warranty that guarantees your mattress won't stain or we'll buy you a new one." and yes in very small fine print for a few seconds you'll see the note in writing to visit [redacted].com. I feel [redacted] has put Zero effort into resolving my issue and All their effort into coming up with reasons not to take care of a customer.
Final Business Response /* (4000, 10, 2015/10/06) */
The customer will be contacted on Wednesday, October 7, 2015 to advise him that we will be replacing his mattress as a gesture of goodwill. This process usually takes two to three business days to complete.

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.

The customer called to place a claim with us on 01.04.17.  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 01.05.17 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 /* (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.

Complaint: 11934384
I am rejecting this response because:
Sincerely,
William [redacted]  These are lies and I WILL contact my attorney with your nickle and dime  company

Complaint: [redacted]
I am rejecting this response because: I never took off the protector from the mattress to launder it. I didnt even know that it could be laundered. The 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 product. they are pushing the blame on to me when their product is flawed. 
Sincerely,
[redacted]

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 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, 2015/05/21) */
Our warranty clearly states that the Product must be inspected for damage after laundering, and use must be discontinued if damage is apparent. The damage that is done to the laminate on this Protector happened over a period of time. Had the...

Protector been checked for damage after laundering, as stated in the warranty, we would have replaced the Protector and the leakage would not have occurred. The customer was sent a copy of the pictures that were taken during the testing so she was able to see the damage that we were talking about. We consider this case closed.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We had followed laundering instructions from the company as directed at all times. No damage was found to the mattress protector upon inspection prior to sending it to the company.
Final Business Response /* (4000, 11, 2015/06/18) */
The damage done to the laminate on the Protector is not the result of a manufacturing defect. Sometimes the heat in the dryer spikes up and down during the drying cycle and may cause the type of damage this Protector is showing. it is also possible that the drum of the dryer was still hot when it stopped tumbling and the laminate melted because it was not taken out promptly. We can only work with the evidence which was returned to us and it is definitely dryer related.