Tiberui Kreibik

***, We take warranty claims very seriously. We want our customers to have the best possible experience with our products, so we’re willing to work with customers until they are satisfied. However, there are certain legal obstacles that will totally prevent us from helping a customer with... warranty issues. While we diligently work to avoid these situations, in your case, unfortunately, this is where we find ourselves. The legal obstacle that prevents us from helping with your warranty claim is the clearly visible stain on your mattress. Any stain on a mattress voids its warranty. This is standard practice across the mattress industry, and we make sure to inform our customers of this before they complete their purchase. To help prevent this situation, we offer mattress protectors to every customer. A mattress protector is guaranteed to prevent stains on a mattress, and we’ve never heard a complaint about this product. According to our sales records, you purchased a mattress protector, and according to our correspondence with you, you chose not to put the protector on your mattress. Now, because there is a stain, your warranty has been voided and we are unable to help with your issue. In order to satisfy your objections to this warranty policy, which is enforced by the manufacturers and not our business, we referred you to [redacted] ***, a representative from the company Restonic, who produced your mattress. According to your account, you refused Restonic’s offer of a free firming pad to help with the indentation issue you reported. This offer was already beyond the company’s legal obligation, and your demand for further help has become impossible because your warranty has been voided. Again, we take warranty claims very seriously and we value and respect all of our customers. While we would absolutely help with your warranty claim if it were possible, we simply cannot help due to the presence of the stain on your mattress. Sincerely, Mattress SleepCenters

Complaint: ***
I am rejecting this response because: My daughter continues to have pain from sleeping on that bed our other choice is she sleep w/ me or on the floor she has tried moving to a different spot on the bed and it's not helping the bed is definitely ruined it obviously was not made to support a pound little girl how dare they use a stain that is hardly visible as their excuse not to replace it as if the stain causes the bed to sink all throughoutI've never heard something so ridiculous I have a business and I am a Christian and I would never treat my customers as they have treated me Regards,
*** ***

Operator of Kreibik Adult Foster Care Home response to complaintTo whom it may concern: An investigation from the Department of County Human Services was conducted on the case by *** ***The case number is ***The allegation was found to be inconclusive substantiatedThe document stated
that the evidence is unclear to determine if the facility failed to provide adequate care for the Reported VictimI have attached the cover letter onto this emailIf you have any further questions please contact me. Kreibik Adult Foster Care HomeOperator: *** *** Email: ***@comcast.netPhone: ***

Complaint: ***I am rejecting this response because: I believe their findings are also inconclusive as to the lack of care given to my father while in the Kreibik facility. Sad to say my father is not with us anymore and can not comment on this situation. Hopefully the other occupants living in this home will not be subject to any lack of care going forward.Sincerely,*** ***

Thank you for your reply. Customer satisfaction is extremely important to us, and we’re always ready to help in any way we can. Furthermore, we would never want anyone to feel that have been treated unfairly. 
 
We appreciate you stopping by our store last weekend to accept our offer of a free firming pad. Hopefully this has helped with your mattress impression.   Unfortunately, we’ve done all we can do in your case because your warranty claim is invalid. The size and visibility of the stain do not matter to the manufacturer; the mere presence of any stain of any size irrevocably invalidates any warranty claims.
 
To further clarify, and to assure you we truly have done everything we can to help you, we’ve attached a photocopy of the warranty information, which you received with your mattress. The information clearly states that stains invalidate warranties. Additionally, we’ve attached the original picture you provided to us, which illustrates the presence of the stain in question on your mattress.
 
We regret your unsatisfactory experience. If any further actions were available, we would happily pursue them. However, the stain on your mattress absolutely prevents any warranty action whatsoever on our part, as the attached information states. This is not our store policy, but the manufacturers determine warranty proceedings and we must abide by their rules. This policy is practiced by all mattress manufacturers. 

Sincerely,
Mattress SleepCenters

[redacted],   We take warranty claims very seriously. We want our customers to have the best possible experience with our products, so we’re willing to work with customers until they are satisfied. However, there are certain legal obstacles that will totally prevent us from helping a customer with...

warranty issues. While we diligently work to avoid these situations, in your case, unfortunately, this is where we find ourselves.   The legal obstacle that prevents us from helping with your warranty claim is the clearly visible stain on your mattress. Any stain on a mattress voids its warranty. This is standard practice across the mattress industry, and we make sure to inform our customers of this before they complete their purchase. To help prevent this situation, we offer mattress protectors to every customer. A mattress protector is guaranteed to prevent stains on a mattress, and we’ve never heard a complaint about this product. According to our sales records, you purchased a mattress protector, and according to our correspondence with you, you chose not to put the protector on your mattress. Now, because there is a stain, your warranty has been voided and we are unable to help with your issue.   In order to satisfy your objections to this warranty policy, which is enforced by the manufacturers and not our business, we referred you to [redacted], a representative from the company Restonic, who produced your mattress. According to your account, you refused Restonic’s offer of a free firming pad to help with the indentation issue you reported. This offer was already beyond the company’s legal obligation, and your demand for further help has become impossible because your warranty has been voided.   Again, we take warranty claims very seriously and we value and respect all of our customers. While we would absolutely help with your warranty claim if it were possible, we simply cannot help due to the presence of the stain on your mattress.   Sincerely, Mattress SleepCenters