We Clean Bed Bugs Ltd

Complaint: ***
I am rejecting this response because:
The business's assertion that the "foam" on the top of the mattress could be reshaped with a reapplication of heat and the addition of some weight was disproved by the MANUFACTURER of the bed itself* *** ** *** *** *** *** * *** *** *** *** * *** ** *** * *** *** *** *** *** *** ** *** *** *** *** *** ** *** Once the structural integrity of the upper layers is compromised the bed cannot be "reformed"Should anyone care to continue to debate this I have levels of contacts at the manufacturer who would be willing to share the SCIENCE behind this statement. The business's claim that they give a preparation sheet is correct, however if you read through it you will notice that at NO POINT do they make any mention that the bed itself may be damagedAs for the stated claim in the response of "antique items and items with fragile glue points...", I fail to see the relevanceThe bed that was damaged is certainly not classified as an antique, and I would expect a company that deals with beds on a daily basis ** *** *** *** * *** ** *** *** *** * *** ** ** *** * *** *** *** *** * *** *** ** *** *** *** have a level of expertise greater to mine as to whether or not my bed might have some risk and they showed no belief that this was an issue during the initial inspection nor the day of preparationI SPECIFICALLY asked both the inspector if there was anything of great risk and the technician if there was anything I needed to remove that day that I already hadn'tI was given the positive response that there was nothing of concernI even have the signed sheet from the technician saying that the preparation was completed acceptablyJust because a company has done tens, hundreds, thousands of treatments does not preclude them from making an error or imply that they cannot create a situation where damage occurred** *** ** *** *** *** *** *** *** ** *** ** * *** *** *** *** *** *** *** ** *** ** *** *** *** *** *** *** *** *** *** ** *** *** * *** *** ** *** *** *** *** ** ***The first page of the contract, where they claim to not be responsible for damage, states "Any damage happening to the STRUCTURE at this temperature is the result of the BUILDING not meeting BUILDING CODE SPECIFICATIONS..." and the agreement is only "I agree that my PROPERTY is up to BUILDING CODE SPECIFICATIONS..." There is nothing there regarding chattel or items that are not part of the building structureAt no point have they proven that the temperature stayed below degrees.*** *** *** *** *** *** ** ** *** *** *** *** *** * *** *** *** *** *** * *** *** *** *** ** *** ** ***
Sincerely,
*** ***

[redacted] Damages to furniture are very rare to happens because we maintain our temperature under 65 degrees and provide a preparation sheets that list what should be done to avoid damages. However, in some case,...

some items can’t be put away from the heat because they have a high risk to be infested and require to be treated with heat.When a client has bed bugs , he has 3 options :Get rid of furniture that has bed bugs.Treat his furniture and house with heat to get rid of bed bugs and risk heat damage in the process.Live with bed bugs to prevent damage to his house.Someone could think that chemical is an option but chemical spray doesn’t kill the eggs and because there is only one group of chemical product in Canada, the Bed bugs have developed a resistance many years ago to the different products on the market. Chemical solution is a waste of time and money. Also, they will ask their client to get rid of infested furniture like mattress and box spring.In other words, the only solution to get rid of bed bugs is to heat the area infested with bugs. We heat the whole house because bed bugs could be carried on clothes and on people to all the rooms.Our company try to minimize the risk of damage due to heat by keeping temperature under 65 degrees Celsius. When the temperature is at his peak, we record a walkthrough of the house and use thermo gun to show the temperature of every room and furniture. In this case, all video show that the temperature was under 65 degrees on the mattress and dressers.We also gives a preparation sheet indicating all the items that could be damaged by the heat. You can find a blank contract similar to what was sent to the client attached.In the preparation attached, we mention this :“For antiques items and items with fragile glue points, it is up to the homeowner if the item will be removed from treatment area” The problem is that a mattress could not be removed from the treatment area because it is one of the most infested item with bed bugs and shelf of clothes are the second place where bed bugs will be carried.If we had not treated the damaged item with heat this client will still have bed bugs.We do 3-5 treatments a day all year long and treat 2 to 5 mattress every treatment. That means that on more than 2000 mattress treated, this foam mattress damage was the first occurrence. We believe that the mattress is not damaged but that the foam just changed shape after been heated and keep that shape after cooling down. People that sell those mattress told us that foam mattress change shape on contact of body heat and keep that shape when it cool down. We offered to the client to go back for free and heat the room to warm up the mattress and then apply weight on it to have it took back its original shape but the client only wanted us to do that if we were to guarantee we will pay him a new $3200 mattress if he was not feeling 100% like before.It is very unfortunate that damages happens but like I indicate above, sometime it is unavoidable to get rid of bed bugs. It is still better to have furniture damage than health issue due to exposition to chemical  for weeks.The first page of the contract that we are not responsible of damage caused by heat as long as we maintain it under 65 degrees Celsius.This page was read and signed by the client.Those damages will have happened no matter which heat treatment company the client will have chosen.