Purecare

I am rejecting this response because:i called back the day I recieved letter and explained that I changed my sheets weekly and that my grandson had stayed the night and it had to have happen within a week of me calling it was not the head of anything that I talked to the man said he would resummit the complaint I then called to see what they had decided that was when I talked to the head guy and he said it was accepted and that the cleaners shouls have called me to set appointment but they had not and knew nothing about it I had to make several calls to finally get it taken care of , the warrenty states is the mattres is ruined it will be replaced and according to the cleaning guy it is ruined there product failed and now I have a very expensive matress that is ruined because there product failed purecare has a real bad score with the Revdex.com and I would think they would care Regards, [redacted]

The customer has placed a clim with purecare for a mattress protector replacement on December 14th Customer stated that they needed a replacement mattress protector for a mattress they had purchased from [redacted] After receiving a copy of the sales receipt from the original store of purchase December 29th The protecor was issued and sent to the customer on January 8th and it was delivered on January 10th Customer contacted PureCare's customer service to address an incorrect delivery issueAfter attempting to rectify the situation with the customer, The customer then started to use abusive and excessive languageAfter a delay receiving the correctly product in for the replacement purecare then received the below e-mail from the customerPureCare shipping had sent out a replacement product on 1/20/and it was delivered to the cutoemer on 1/22/The customer's request has been satisfied and if there is any more assistance I may give please let me know

Mrs [redacted] placed a claim with pure care's customer service on 9/3/The customer called in stating that they had purchased a mattress and protector from [redacted] mattress on 2/24/The Claim processed states that the mattress has a stain of unknown origin and time periodThis Claims Department processed this Claim based upon the warranty that was purchasedUnder the warranty exclusions for the PureCare warranty "unknown stains present for an unknown time period" are not within the warranty restrictionsAlso it states under the customer's responsibilities that the customer "must call in any stain within five business days of occurrence" Due to the unknown nature of the stain and time period this claim does not fall within warranty restrictionsHowever, as an accommodation to Mrs [redacted] PureCare would like to offer a one time professional spot cleaning to sanitize the mattressIf the customer would rather a refund of the purchase price of the protector the refund total would be $Due to the above stated violations the Warranty is not eligible for future warranty servicesThank you for the opportunity to respond

In order to get a whole view of this customer we have to start at her first claim placed on January This claim started with [redacted] Placing a claim with PureCare Customer service for her mattress and protectorThe customer had multiple stains that had been present for months on the mattressAs per the ***'s discount furniture warranty the customer is Required to contact PureCare within Business days of the stains occurrenceDue to her being a ***'s Customer her mattress was replaced under the warranty as an accommodation to both ***'s and the customerThis accommodation replacement completed the customer's warranty and there was no further services offeredWe had processed for a one time accommodation replacement of the mattressthis claim was completed in March of [redacted] placed her second claim with PurecCare for both the mattress and protector on 9/22/This claim was then duplicated a week later by a gentleman by the name of [redacted] Both names are on the invoice however both processed the claim as separate entitiesAfter speaking to Mr [redacted] PureCare had clarified the issue and had attempted to process this claim for servicesHowever as stated previously this warranty was completed back in march with the accommodation replacement of the mattressAs per the Owner of Purecare this was again authorized for a One time replacement Completing the warranty for services on the customer's mattress protector warrantyAgain no further services were to be availableThis customer contacted us on 12/15/to process for her 3rd claim within months for a damaged protector and mattressYet again she claimed that the protector failed and her mattress is in need of serviceOn 3/3/and 10/30/she was approved for an accomodation replacement of her mattress due to her having unknown stains presnt for an unknown time periodPureCare has honored her warranty but at this point in time this is abuse of the mattress and protector as well as the extended warranty associated with this customer's purchasePureCare will not process any further claims for services on either the mattress Nor Protector associated with this customerPlease let me know if you need any further information on this customer's WarrantyThank you

Good afternoonThe customer submitted a claim to our customer service department on 10/1/The customer stated at the time of the claim that there was a urine stain on the mattress that had been present for about a dayThe customer went on to stat that there was a previous claim that was placed with PureCare for a similar issue a few months beforeAfter asking the store for a copy of the sales receipt again as well as the outcome of the previous claimAfter discussing this claim with our liaison at Bobs for weeksPureCare Customer service was told that the precious mattress had been replaced and the authorization had been utilizedWith this information pure care had the chance to review the current claim and also process under the warranty purchasedWhen a customer contacts PureCare and has a precious claim that involves a replacement, customer service must check all previous claims have been completedAfter the conformation a replacement authorization for a mattress replacement was processed and a new mattress protector was issued on 10/31/The replacement is due to be picked up on 11/4/With regards to this claim the customer has been processed for the replacements requestedPlease let me know if there are any further concerns with this claim

Thank you! PureCare continues to make claims and blatant lies to prove their caseThis has been a very frustrating processSit-n-Sleep has been very involved in helping to sort this matter out and without them PureCare would have gotten away with not having to honor their warrantyI have provided information below on why I do not accept the response PureCare submitted to youPureCare stated I called to make a claim about the stained mattress on 1/19/which was a month after the stain occurredThis is not trueMy daughter had an accident on our bed on 12/I called Sit-n-Sleep and Fabric Tech on 12/to report the issue It took over a month to hear from Fabric TechI spoke to Chris [redacted] on 1/who originally told me they had changed companies and there had been some kinks in the systemHe said perhaps that was why they didn’t get back to meIt then took another months before anything was handledOn 4/9/I was told my claim was closed with Fabric Tech and they would not be honoring their warranty because I reported the claim a month after the accidentThis is informationIt was Fabric Tech that has not returned my numerous phone calls and emailsPureCare finally said they would come out and clean my mattress but I was later told because I accepted this I was no longer holding them responsibleThey also make the claim that I did not get the mattress claimed within ten business days of when I was contacted by the cleaners and this is also informationThey handled things in a very deceitful wayIt was only when Sit-in-Sleep became involved that that PureCare finally honored their warrantyI had been keeping in close contact with Sit-n-Sleep during this process and both of us had records showing PureCares faulty claimsAt the end of the day, I was sold a faulty mattress cover that did not protect my expensive mattress and Fabric Tech tried everything in their power to get out of honoring the warrantyI have kept very accurate notes of the varies communications and attached my records to this email Regards, Ryanne [redacted]

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

I am sending this in reference to the customer whom has place the complaint # [redacted] with the Revdex.comThe claim was for stains that have penetrated through a mattress protector and soiled a mattressAs previously stated with this customer they had placed a claim with us on January 30th The customer while placing a claim for One urine stains also stated that they mattress has other stains that were of an unknown nature on the mattress that they did not notice until they had removed the mattress for the first time on January 28th This customer's claim was processed based upon the warranty that was purchased through the store of original purchaseWhile processing this claim based upon the warranty that was purchased it was determined that the multiple stains that had been present for an extended time period which were of an unknown nature did not fall within the mattress protector warranty and thus were a violation of the warrantyThe customer's warranty Could not be processed under the standard measures due to the customer's claim not falling within the warranty restrictionsHowever as a courtesy to the customer PureCare had offered a one time courtesy cleaning of the mattress to attempt to remove the stains and bring the mattress back up to factory standardsThe customer contacted PureCare via the phone to dispute this claim for servicesAfter confirming multiple times with the customer that there were multiple stains that had not been reported within the five business day requirementThe customer agreed to process for a courtesy cleaning and an approval was authorized with the professional cleaning serviceUnderstanding the customer's concerns as well as the possible misinformation that may have been provided by the sales person PureCare sympathies with the customer on how they feelHowever under the warranty that was purchased by this customer through, it does clearly state that the stains must be reported no later than five business days as well as the fact that all stains that are present on the mattress that have been attributed to a possible failure of the proctor must be of a known originA failure to report these to PureCare in a timely manner would result in the mattress protector warranty being voided and no services on either the mattress or protectorWithin that PureCare did decide to offer the customer a cleaning of the mattress stating that this would be a one time courtesy cleaning and no further services could be processedThe customer signed the agreement which is attached and agreed that this claim would be processed for the one time cleaningThis form is attached to this message as well as the the warranty and the original claim that was taken on January 30th According to our information a Cleaning authorization was issued on February for a cleaning of the mattressPureCare has also offered a refund for the purchase price of the protector as wellPureCare would still offer an additional cleaning or a refund of the purchase price of the mattress protector to satisfy this complaintI can also provide the original phone recordings for this customer as well if needed

Complaint: ***
I am rejecting this response because:My phone number (###-###-####) has not changed in over yearsThe number is the same today as the day in which I made my first warranty claim prior to this one (which was filled without issue)The number worked then and it works nowI'm not clear how it was suddenly "out of service" when I was told they were attempting to contact meAdditionally, the only number I have EVER called PureCare from is this numberAdditionally, PureCare has made no attempt whatsoever to contact me via emailIt is not until I made the Revdex.com complaint that I have received any response from the company.The only thing that was changed was my address which I gave to PureCare via phone when I tried to make this second warranty claim back in early I was told this was fully updated in their systemJust to confirm, my correct address is: *** *** *** *** *** ** 90028Regardless, if the company is willing to fulfill my warranty, I will consider this matter resolvedI have received a call from *** *** and scheduled a time for them to clean the mattressBut, until the stain is completely removed and I have received a replacement mattress protector, this complaint will remain open
Regards,
*** ***

I am rejecting this response because:
The PureCare representative who has responded is being completely untruthfulNot once did I ever receive a phone call from Stanley Steamer nor did they ever come to my home to clean my mattressAs I stated in my complaint, I never heard back from PureCare in regards to having a cleaning company come out to clean my mattressTo this day, I have not received a response from PureCare OR Stanley SteamerI am outraged about this statement! The responder even goes on to say that Stanley Steamer was unable to remove the stains from my mattress, but they never even came to my home, so that is clearly impossible!Like I explained in my initial complaint, I was under the impression that my mattress cover was 100% leak proofI never thought to randomly check for stains prior to the incident I reported because let's face it, there should have never been any! Why would anyone think to do a thorough stain check when the company guarantees that liquid would never leak through? There could be multiple reasons for these stains, like sweat for examplePeople sweat in their sleep but do you think they get up out of bed each morning and do a thorough mattress check? Of course not! Sweat would not create a big wet spot, therefore I would not feel prompted to check to make sure there wasn't a leak onto my mattressAlso, I never thought to do a regular check since my mattress was covered 100% of the timeThe one and only time I actually saw a wet spot on my sheets, I took the protector off and checked my mattressThis was the occurrence when my young son wet the bed while he was nappingWhen this happened, I called immediately to report itIf I was so inclined to report this immediately, wouldn't it only make sense that I would have done the same thing had I noticed any other stains? That is when I explained to the customer service rep that I saw a few other stains when I pulled my protector off to wash itOne of the other stains was near the stain that I reported, which may have been caused at that same timeI will never know. I was questioned about these stains and the man was quick to try to get me to say that I had no idea when the other stains occurred, in an attempt to void my warrantyI told him that I was upset because I only saw them for the first time once I pulled off the mattress protector and that I had never noticed them prior to this incidentHe even had the audacity to ask "Don't you ever clean your sheets?" How unprofessional! I told him that of course I clean my sheets but I don't clean my mattress protector regularlyThe mattress protector claims to be "Allergen proof, dust mite proof, waterproof on the top and sides, and mildew proof." Therefore, I didn't feel the need to clean it every time I cleaned my sheets. But the whole point here is that I did not do a regular mattress “check up” because that would be ludicrous when I was under the impression that I had nothing to worry aboutI now know that this company’s claims that their protector is 100% leak proof GUARANTEE is extremely and misleadingThe responder explains how I signed a release form which in turn means they are no longer liableI had no choice but to sign the form because if I didn't, they would not send out a cleaning companySince they never did send one out, this signed document should also be void since they didn't stand up to their promise. I am also unclear why PureCare is so concerned about the customer reporting a claim within days, since they don’t even respond for weeks and fail to send out a cleaning company like they say they will! By the time they get their act together and do their job, the stain would have settled in by that time anyway so what is the difference? I am still to this day waiting for my mattress to be cleaned and now that it has been so long without one, I want my mattress replaced due the the reasons statedI have been dealing with this since the beginning of February and now we are in the middle of MarchAt the time my husband and I purchased our mattress, we were told by our Sit N Sleep salesman that if there were any stains due to the protector not performing, we would have our mattress replaced. Lastly, I would love to see proof of this so called visit from Stanley SteamerPureCare has absolutely not foot to stand on because they will not be able to provide this, since it never happenedThe fact that this company would lie about such a thing is extremely unethical and unprofessional

This customer has a violated their warranty in following ways:-failure to report within days of the stain occurring.- report of an unknown stain- having a stain present for an unknown period of time.- failure to launder and care for the protector according to the warranty.I have attached
the warranty that is included in the customer's purchase for your review.For these reasons, we denied the cleaning or replacement of the customer's mattress. On January 4, 2018, the customer and I talked about possible resolutions. The customer admitted a portion of liability. At this time I am attempting to resolve this issue and help the customer to replace the mattress.We are working with the customer, her complaint was filed prior to my taking over the responsibility for resolution

According to our internal information the customer, *** ***, has received the requested service on his mattress and has also had a successful cleaningHis cleaning was done on 11/4/2015. This claim has been completed via the warranty that Mr ***had purchased and currently is completed

I am sorry about the delay but I have been under the weather the past few daysRegarding the customer's claim with PureCare, We do stand behind the protector's and warranties that we sellPureCare also understands that customers are human and that life can take over. However, the warranty that was purchased with the customer's product is very clear in black and whiteThe customer's major responsibility is to know what the stains are and also to call within three to five days to process for cleaners as well as services on the mattress. Stains that are of an unknown nature that have been present for an unknown time period cannot fall within the warranty restrictionsIf they are not within warranty restrictions then customer service will offer an attempt to clean the mattressStanleysteemer was dispatched to the home and serviced the mattress. After attempting to service the mattress the customer is still not satisfied our only other option is to process for a refund of the purchase price of the protector. Please advise if this satisfies the customer

I am rejecting this response because:
The company is quoting things that were not saidIt is impossible for the stains to be urine since they are at the head of bed under the pillowsThe rest of the mattress is spotlessI was not advised that the warranty would not cover the stains months agoI launder my sheets weekly and the stains were not present a week before the claim was madeSince then, following the instructions of the company, I have not made advances to clean the mattressThis has lead to the permanent staining of the mattressIf the company had provided proper communication in a timely manner I would not be in this predicament nowThey should be held responsible for this failure on their part alone but the warranty should be in effect in the situation

Good afternoonThe complaint above is about a Mattress that was purchased with a PureCare Mattress protector and the Extended Warranty that is associated with the claimThe customer called to place a claim with PureCare Customer service on 1/19/for a urine stain that had occured over a month
prior to placing the calim with our customer service agentsAccording to the warranty that was purcased the customer must contact PureCasre's Customer Service within five Business days as to a stains OccuranceThe customer's warranty was put on hold pending receiving a copy of a valid sales reciptOn 3/27/The customer was approved for a cleaning of the mattress and an exchange of the protectorThe customer did not receive a cleaning of a mattress within the ten business day time period and due to this the customer was approved for a Replacement of the mattressThe customer's mattress was processed for a replacement for a mattress, by passing the replacement protector processOnce the customer received the replacement mattress from the original store of purchase the warranty that is active is completedDue to the customer receiving a replacement mattress on April 13th the customer's warranty has been completedPlease let me know if there is further services that are required or paperwork I may provideThank you--

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Regards,
*** ***

I am attaching a request for a review of a claim for the that is requestingAccording to the customer asking for services and PureCare to Honor the warranty that is in place. Currently, according to my previous e-mailto process for a claim for a customer the customer is required to contact pure care within five business daysThe customer has stated also that there are multiple stains on the mattress which also is a violation of the PureCare WarrantyAs the customer has stated in previous conversations the stains had been present on the mattress for approximately one month prior to contacting PureCare Customer serviceAfter receiving this information the customer was processed under a courtesy cleaning on 3/27/15, wherein the customer's information was sent to a local steam cleaning service to address the mattress. After multiple miscues including two no shows by the customer, on 4/8/PureCare was able to get the mattress cleanedThe stains did not come out as this was processed under a courtesy basis PureCare had completed the claim and could not process the claim any further. April 10th A representative from the store, *** ***, Contacted me asking for some information pertaining to the customerI had explained to her the time line of events including the original incident as well as the information as to what was processed with the customer as far as our services would goAfter reviewing the claim with the owners of sit and sleep *** had asked for an accommodation replacement of the mattress through PureCare for Mrs***. The customer was processed for a replacement and the replacement authorization has been completedThe customer currently is in possession of the replacement mattressI have attached a copy of the original phone call,warranty and mattress replacement approval. Purecare has fulfilled the warranty and gone above and beyond this warranty Regarding this claim I also see that the customer has provided you an accurate contact time linePlease forward that to me as well as any notes that the customer has so I may address any of the inadequacies. Please advise if there are any other questions. Thank you

I am rejecting this response because: Ideally I would like them to professionally clean my mattress and send me a replacement mattress protector so that my warranty on my mattress is not voided.However, I am willing to clean the mattress myself (just send me instructions - the spot is the size of a coin) AND send me a replacement mattress protector since it is a condition to my mattress warranty. Thank you. Regards,

I am sending this responding to the customer's complaint about the PureCare Mattress protector warrantyOn 11/7/Mr *** had contacted PureCarewith the e-mail listed below stating that he was in need of services on the mattress due to a stain penetrating the warrantyWhen the claim was taken
PureCare received the invoice and processed the claim for a cleaning of the mattress and a replacement of the protectorThis information was sent to *** *** on 11/11/Our liaison at the cleaning service was unable to contact the customer on 11/and also 11/14/The phone number that was listed below was not in servicePureCare had also attempted to process this claim for services but were unable to contact the customer due to the number not being in service.The customer e-mailed us on 12/15/with a new phone number and the claim was adjusted as per his requestThe claim was re issued to *** *** with the new number and this claim was re procesed for the servicesAs of 12/24/this claim was closed due to the non response from several phone calls to the customer and the warranty was placed on hold. 10/12/I had received the complaint from the better buiness beauru stating that the customer had been in contact with PureCare's customer service but there is no record of this since 12/15/I have again contacted the local service to address this with the attached phone number and as of today the clears are stating that there is no answer at the day or evening phone *** *** contacts customer via a number and does leave voice mails when the mail boxes are available. I am happy to send the service out to the customer but without a contact or the customer scheduling this claim will remain suspendedI will be happy also to send the Revdex.com a copy of the original and the adjusted dated cleaning requests. Please advise as to the best way our services can be processed Please also note I have been trying to address this since 10/14/and each time I have received a external error. Thank you

Good morning. I am sending this in reference to the customer compliant that was was sent to us on January 16th 2015.The customer contacted PureCare for services on the mattress and protector. on 4/24/14 the customer contacted PureCare customer service to process a claim for services on the mattress....

At the time of the claim the customer was asked general questions pertaining to the product that was purchased as well as what had penetrated thorough the mattress protector. At the time of the claim the customer stated that they did not know what the origin of the stain was but "assumed it is formula from the baby bottle". The customer had also stated that they had not known when the stain had occurred but had only noticed the stains on the mattress the day before. This claim was processed baised upon the warranty and the claim was found to not be within warranty restrictions due to an unknown stain being present on the mattress for an unknown time period. The customer called back in November 20th asking for a review of the claim and processing of services under new information. The customer stated that the stains were caused by urine and they had been present for only a week. PureCare Authorized a replacement of the mattress protector as well as a professional cleaning service to address the stains on the mattress on December 15th 2014. PureCare has attempted to service the mattress under the warranty restrictions. The customer's claim was not within warranty restrictions how ever the claim was processed for services as requested. Purecare can offer a refund of the urchase price of the protector only regarding this claim as well as reprocessing for the cleaning as requested. Please advise as to what we can do to remedy this situation. Thank you.