Xtreme Discount Mattress

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I am not surprised at the response of xtreme mattressI am glad they have videoI hope they also have audio to show the truthWe want the split mattresses delivered as promised and the queen mattress taken awayWhy would I be confrontational when I just wanted to give them moneyWhy would I hang up on my husband for giving me the info I needed to proceed? Both George Cand his employee were completely out of lline and neither I or anyone in my large community of contacts will be giving this liar and bully any of our business againI am completely disgusted at how low this man has goneWhats the big deal with giving us what we asked for? The employee dropped the ball in the beginning and was rude and confrontational and is trying to cover her buttI have never experienced anything so unprofessional in my lifeThey should be ashamedI want the split queen mattresses as I orderedRegards, [redacted]

Revdex.com spoke to Rick at business and the following was relayed: Our offer still stands, nothing has changed, they can come in and choose another mattressOur resolution being offered is what they originally requested

Revdex.com spoke with the business today and they apologized for any mis-communication They stated that they will be replacing the foundation with a new one which is under full warrantyThe business also stated that they have spoken with the customer and she is satisfied with the resolution of the complaint

We do not offer refunds of any type on product that has been delivered and usedWe do not have any restocking feesThe customer already used their comfort re-select months agoIn the interest of good customer service, the customer was recently contacted and offered another comfort re- selectWe will wave the mandatory redeliver fee as wellAll of our products are made in the USA and are one third to one half off of our competitors

Revdex.com spoke to Rick at business and the following was relayed: The customer was a very nice womanShe needed a certain thickness for the mattress which was on backorderWe did offer her a free upgrade but that would not work for herWe did refund the customer

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

We first would like to clear the record and emphasize we are very sympathetic to medical issues of our customers and MrChas dealt with cancer, in his family, for over yrsWith that being said, none of them have displayed such behaviorFrom the moment the doors were unlocked that morning the
customer walked in and was demanding we do as she sayOur salesperson, dismayed at the hostility this customer displayed the second she walked through the door, asked her to slow down as she was unsure what she was talking aboutOur salesperson asked for the customers paperwork and she stated she did not have itThe customer then proceeded to talk over our salesperson and slammed her hands on the counter and told our salesperson to, “Stop talking and do what I say” while she was trying to look up her paperwork in the computerThe customer also stated she sent her husband into the store the day before to pay the additional cost for the split boxesThe customer was offered the splits at time of purchase to save inconvenience after the delivery and the customer refusedWhen the salesperson stated she had no record of anyone paying the additional fee the customer called her husband and put it on speakerphone and asked if he came in and paid the feeHe said no he did not and when husband continued to dispute her claims she hung up on himAbout this time MrCpulls into parking lot noticing a pickup parked horizontally taking up three parking spaces when there were parking spots availableThis was a concern because we have a total of available spots in the parking lot for customersHe walks into the store and our salesperson, almost in tears, asks MrCto help her as she is not sure how to handle this customer, who has been verbally abusive, and before they discuss thesituation any further he asks if that is her vehicle parked out frontWhen she didn’t answer the question,and started ranting again He cut her off and said, “You need to move your vehicle before we go any further.” The customer was in fact the one in a rage and continued yelling and stormed outShe then called about minutes later and did not give sales person her name, but the line was breaking up and the sales person did in fact know it was that customerWhen the line did get clear the customer again starting yelling and the salesperson hung upWe have video backup of the entire situation on and how it occurredWe treat our customers with the upmost respect and bend over backwards to ensure they are satisfied, but we will not tolerate that behavior in our stores and to our sales personalWe do not want this individual back at any of our locations

Revdex.com spoke to Rick at business and the following was relayed: This is taken care of and resolved, we are getting the customer a new bed

Revdex.com spoke to Rick at business and the following was relayed: We would like to arrange to pick up the furniture and once we have done so, we will refund the customer 100% back to their card usedWe have attempted to resolve the foundation issue twice and there was no issue raised before about the
mattress

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*** ***Ref: Revdex.com Complaint ID: *** (***)Dear Sirs, After receiving your letter presented to me with the complaint from ***/***
*** I would like to provide my side of this situationThe information I am about to give is the truth, the whole truth, and nothing but the truth. This I will swear to under oath, in a court of law should the *** wish to proceed with such action. The *** called me to come to look at their lawn for new grass. They had previously had a company that was going to do it but they were not happy with them. I gave them choices for what type grass they want to use, they chose Zoysia. I said Zoysia is fine and advised it goes dormant early and comes out of dormant late. They didn't want centipedeWe discussed StAugustine, they said they liked StAugustine, so that is what we put in. I never said nor would ever say there is maintenance free grass. There is no such thing. The grass we put down was good quality, it was just at the end of the season, and she wanted instant green grass and it doesn't happen that way, especially as we were going into winter months. I prepared the site exactly how I had said I would do in my estimate. She wanted more work done that was not on the estimate. We asked *** to stop watering the lawn everyday during the dormant months. She continued to water it excessively which causes a fungus. We treated the fungus every week. The fungus will not go away until the grass comes out of the dormant stageNow that we are out of the dormant stage her grass is growing nicely and the fungus is gone. My employees were verbally harassed every week by ***. Her and complaints were never anything that was valid that I would have personally addressed. I always stress to my customers that if they ever have any questions or concerns to "Please call ***". It is on every statement, and contract I have. In the several months we were maintaining their property I had never once received a phone call from them. I did however get reports from my crew of the weekly harassment by Mrs***. She once asked them to mow her neighbors lawn. My company provided the *** with everything on the Estimate for the sod, to the letter. My company has provided the *** with everything stated on our monthly contract also. I have been in business for eight years and have never had any complaints sent to the Revdex.com. In my eight years I have realized that you cannot make everyone happy. My employees have been well trained and work hard. I chose not to subject them to any further harassment. Upon the request to meet with the *** to discuss their concerns I chose to terminate our maintenance agreement, and returned their payment for the last month. Several weeks ago the *** sent me a lengthy email where the first paragraph contained nothing but lies, I had no wish to read further, and did not. I will attach a copy of the Sod Estimate, and also our monthly contract. In closing, I would like to say that I have year-round customers whom I value our good working relationship withParting ways with the *** I felt was in best interest for both parties. Thank you,*** *** *** *** ***
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[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint:
I am rejecting this response because:The information presented by Mr*** does not coincide with the facts We did call and speak several times with Mr*** Mr*** admits to receiving an email, which contained a two and one half page letter from The ***, and further states he chose not to read itscontents Of note is the fact that we did not ever manage the sprinkler systemMrJaarosz's "employees" managed the spinkler system We did not harass Mr*** son and best friend We expressed concerns regarding the condition of the lawn Mr*** has never returned to the property to speak with the ***, and when Mrand Mrs*** made the request to meet with Mr***, he terminated the contract and issued a check in the amount of $to the *** Mr*** was paid $4, We trusted Mr*** and feel as though we have been taken advantage of The fact remains that we do NOT have a level lawn, do not have a healthy lawn, the fungus remains, and did not get what we paid for
Regards,
***/*** ***

Revdex.com spoke to Rick at business and the following was relayed: We made an offer to resolve the issue with the customer and the customer accepted

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We were NEVER irate over e-mailing pictures in showing the mattress conditionWe sent them in right awayAdditionally we have never had to switch mattresses out with anyone or any company so the whole conversation about us having to do so never took placeMaybe they were confused with a conversation they had with a different customer they sold a bad mattress to? In any case MrCsaid when we couldn't find the paper work that he'd try to locate it on his end with the help of a girl who "handles those things" that was on vacationHe stated he'd have to wait for her to get back from vacation and he'd give us a call backThe phone never rung, he never called and whatever deal he's referring to in regards to switching out the mattress was only known to himSeeing as how he has lied about things that were said or not said during the course of a conversation multiple times I don't feel comfortable accepting his response to the Revdex.com for I feel that when we go there to "switch out the mattress" MrCwould simply say that no such conversation took place even though we have since found our paper work and clearly have it In addition to highlighting conversations with us that NEVER took place, MrCalso didn't respond to our e-mail in any way shape or form after we sent him the pictures he requestedPart of running a good business is not only standing behind your product and also addressing issues when they arise but it's also remembering and keeping track of the things that were and weren't said and not calling your customers liars
Regards, *** ***

The customer called and stated that they were no longer comfortable with their mattress after year of useWe discussed that comfortability is not a warrrantable issueThen the customer stated that the mattress had lost its shape and that was the reason they were having an issueThe customer was
informed of the warranty process which included having their original paperwork and sending pictures to us for a visual inspectionThe customer could not locate their paperwork and was irate over having to send picturesThey stated they never had issues like this in the past when switching out mattressesThe picture we received didn't have any indication of a warrantable issueIn the interest of good customer service the customer was told we wouldnt worry about the paperwork and to come in and choose another mattressWe are not sure where the confusion is, but the offer still stands to come in and select another

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not surprised at the response of xtreme mattress. I am glad they have video. I hope they also have audio to show the truth. We want the split mattresses delivered as promised and the queen mattress taken away. Why would I be confrontational when I just wanted to give them money. Why would I hang up on my husband for giving me the info I needed to proceed? Both George C. and his employee were completely out of lline and neither I or anyone  in my large community of contacts will be giving this liar and bully any of our business again. I am completely disgusted at  how low  this man has gone. Whats the big deal with giving us what we asked for? The employee dropped the ball in the beginning and was rude and confrontational and is trying to cover her butt. I have never experienced anything so unprofessional in my life. They should be ashamed. I want the split queen mattresses as I ordered. Regards,
[redacted]

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

Unfortunately any stain on the mattress voids the warranty... this is the industry standard from the manufacturers.

Revdex.com spoke to Rick at business and the following was relayed:  The customer was a very nice woman. She needed a certain thickness for the mattress which was on backorder. We did offer her a free upgrade but that would not work for her. We did refund the customer.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Revdex.com spoke to customer and the following was relayed: The business has refunded me for the foundation and I kept the mattress.
Regards,
[redacted]