ComplaintsforPureCare

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially bought a king-size mattress along with a mattress protector from **** Discount Furniture. A week or two later, I returned to purchase another mattress and protectors for my daughter, along with an additional mattress cover for my king bed After going through the lengthy warranty process, which included submitting all necessary photos and information, my claim was unjustly denied. The denial was based on the false assertion that I aggressively cleaned my mattress, which is completely untrue. I do not use chemicals on my mattress and have strictly followed the care instructions provided.The mattress protectors I purchased have become extremely porous over time. Despite being very expensive, their quality is poor, as evidenced by their inability to prevent liquid from seeping through and staining my mattress. This issue was clearly visible in the photos I submitted. The agent also told me that it was denied because I didnt submit photos of the original mattress protector. I didnt know that you guys needed both. I thought it was just any so if you guys had clarified it doing your job correctly, I wouldve obviously submitted that as well as I had it.**Resolution Requested:**As a resolution, I am requesting that someone from the company restart my warranty process. Instead of simply offering a cleaning service, I would like my mattress replaced due to the urine stains caused by the faulty mattress protectors. Additionally, I have two mattress protectors that need to be replaced. Given that my mattress is or was still under warranty, I believe this is a fair and reasonable resolution to address the poor quality of the products and the unwarranted denial of my claim.Thank you for your attention to this matter.

  

  Business response

  08/12/2024

   Our warranty is a limited stain warranty and there are terms that are outlined in the warranty that the customer needs to follow to keep the warranty instated. I understand that every situation is different and we strive to provide a quality experience for all of our customers and view each claim independently based on the parameters of the warranty and the information gathered.
  In an act of good customer service, we will accept your claim and offer a one time mattress replacement.  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 19, 2021, I *************************** purchased a mattress from Mattress firm location located *************************. The mattress cost around $1070.00 dollars along with a recommended PURECARE mattress protector. We were instructed by the manager that the 10 year warranty on the mattress would not apply if the mattress protector from PURECARE was not included. We asked for the price of the PURECARE protector and were instructed the was ****** dollars. Our total was around $1200.00 dollars. Three (3) years later April 2024 my wife attempted to clean the mattress itself because when we were checking the condition of the mattress by removing the PURECARE mattress protector as we had done regularly this time the mattress had some dingy areas. She attempted to wipe and clean the dingy areas with soap. As she clean the dingy areas we getting clean. Then we noticed that the dingy areas were nit getting clean. I went to the store in April 2024 and spoke to manager. The same manager that sold the (2) items mattress and mattress protector was still the manager. He saw our paper work and instructed us that our warranty was still good and we could use it. He then preceded to give us (2) two telephone numbers to get a resolution to this issue. Both telephone numbers refuse to help and he then gave us website for mattress firm. He instructed us that Mattress Firm would send someone out to our address to check on the mattress. The website did not work either. When we came one day later he was very irate that the telephone numbers did not work. He then refused to give us his supervisors name or contact information. He then went on to state that the only way to contact his supervisor was send an email to the ******* District Manager" end Quote. He refused to even say his districts manager name as a reference. At this time we realized he did care he had our money and was refusing to honor his own warranty or refund.

  

  Business response

  04/18/2024

  Purecare has never been contacted by ******************. We would be happy to help with his mattress protector warranty. Please give us a call at **************.
  
  

  Customer response

  04/18/2024

  This manager at Mattress Firm location at ******************************;gave myself and my family (2) two different contact telephone numbers for PureCare company.

  Because of this manager giving us (2) wrong telephones and a website to Quote" file a warranty clam because our warranty was valid and OK" end Quote is a form of misrepresentation or lying.

  We will take this new telephone number and attempt to reach out to PureCare once again. TEL # **************.

  We will inform your office of any new developments regarding our request for refund or replacement of this mattress and mattress protector warranty from this new contact number.

  Thank you.

  .

  

  Business response

  04/19/2024

  This complaint is not with Purecare. When ****************** reaches out to Purecare We will gladly help with his warranty claim.

  Customer response

  04/26/2024

  This response by Mr. ***************** is in response to notification by Better business bureau dated April 25, 2024. This is also in response to the notification by e mail by  Purecare representative on April 22, 2024 by the name of ***************************. *************************** response to my last communication was to state that my claim Quote " has nothing to do with Purecare" end Quote. Her statement is the same response by ********. Firm stated. Mattress Firm store manager   stated that at time of purchase of mattress that a 10-year warranty would be voided if Quote" Purecare Protection cover is not purchased for another $130.00 dollars. end Quote. This manager is still employed at this store in ************* in April 2024. The purchase was made in January 2021, and he is the same manager who instructed us that our warranty is still valid for ten years that we paid for in 2021. The warranty is for 10 ten years. He is also the manager who stated exactly what *************************** just stated in her e mail dated April 22, 2024 that Quote" Purecare is not the right company to file this complaint against" end Quote. This means both companies are refusing to take responsibility for this defective product. The warranty is a valid warranty for ten years as stated by manager who sold both items the mattress and the mattress protector by Purecare. I have now been informed by the New York City Consumer affairs protection office that I may now file a complaint with their office. Also please note I have been instructed that the ************************* of New York may have to be contacted determining the outcome this response by both companies. I now have to reject this response by Purecare because a refund of this defective mattress protector from Purecare is now warranted. The reason this10 year warranty is also supposed to  cover mattress price of over $1070.00 dollars. This is the main reason why both companies will not accept responsibility. I do not accept this response.

    

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a PureCare mattress cover in 2017 with my mattress that cost approximately $100 to protect my $3000 mattress and it was faulty. My cat urinated on the bed and it went through the mattress pad upon removing the mattress pad. Two other stains were found so it has been faulty multiple times, and did not do as advertised, protect my mattress from stains and smells. They sent out a cleaning company that could not remove the stains or the smell from the cat urine and said there is nothing else they can do and they will not replace the mattress as advertised. They give me a bunch of nonsensical limitations on the guarantee, and said theyre closing my case. In total over $3100 wasted I want my mattress replaced for the total cost spent which was $3100, I bought that protectant thinking it would protect my $3000 mattress

  

  Business response

  04/03/2024

  We have already reached out to this customer and explained why her claim has been reviewed and resolved.

  Customer response

  04/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 5 2013 I bought a mattress from Bobs and also a mattress protector from Pure Care.The only reason why I bought the mattress protector was because the salesman told me that it protects the mattress from getting stains on it up to 10 years.I payed $1299 for my mattress and $79 for the protected sheet from pure care.The salesman then just told me that of the mattress gets any blood on the mattress it would not be able to get cleaned by the company that is sent out because its a biohazard.On Sept14th I went to bobs becauseI need a new mattress.The manager there asked me if I wanted to buy the mattress protector and I told her no because it is a waste of money that it does not work.So she asked me if I had stains on my mattress which I do.She told me that I have a ***************************************************************** getting a new mattress tress for free with a voucher from pure care.I contacted pure care and sent pictures and was told that because I didnt report the issue in 5 days my claim was voided.I emailed back & forth with ***** and at one point she started to ignore my emails. It is not my fault that the salesperson never told me the actual warranty and what I am *********** with the mattress protector. That protector failed within a year or 2. My son is now 6 1/2 years old and the first blood stain was on the mattress before I got pregnant. Pure Care sells the protector with a 10 year warranty which is false advertising and they know very well that their product will not last that long,they are scamming people!The manager that I spoke with a month ago did not even know about the 5 day policy of having to report the mattress.It is not my fault the employees there are not trained properly.Pure care should stand by their product and their warranty !I could have bought a better protector sheet from somewhere else for cheaper but I bought it from Bobs because they made is sound like a great product that works!Which after 1 or 2 year it fails!

  

  Business response

  11/14/2023

  I have attached a copy of the warranty that was given at the time of purchase and would like to explain how it works. It is the customers responsibility to make sure the product is taken care of and any stains that have occurred to be reported immediately so we can address the needs in a timely manner. If you are reporting stains that happened years later the likelihood of a cleaning will be ineffective . We have also reached out to ***'s to review the customers' concerns and  they have supported our decision to deny this claim.            
  
  
  What is not covered:
  
  1. Any loss covered under any insurance policy.
  2. Odors.
  3. Damage caused by animal beaks, teeth or claws.
  4. Mattresses that are used for commercial, institutional or rental purposes.
  5. Mattresses and mattress protectors that have been mishandled, neglected or abused.
  6. Anything not mentioned in what is covered.
  7. Stains/damage caused by normal soiling from everyday use or a stain/soil buildup over time including body, hair, suntan oils (signs of soiling
  include, but are not limited to, darkened areas where the head, arms, and legs come in contact with the fabric). This Protection Plan does not provide
  for overall cleaning. General maintenance including regular professional cleaning of the mattress and mattress protector is your responsibility. Please
  adhere to washing instructions and do not use bleach.
  8. Damage caused by fire, smoke, flood or other natural disaster, theft or vandalism.
  
  
  I hope you understand our decision to stand behind our products and the warranty. 
  
  

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a mattress for **** along with pure care $179 mattress protector. The protector warranty the mattress for any stains. Thr protector failed and I contacted the company. They agreed to warranty the mattress and find a company in my area to clean the mattress and in the case they couldn't find a company they would replace the mattress. Well, they couldn't find a company so they sent me to the store to get a new mattress. I chose the same exact mattress and it was $100 more than I originally paid for it. I had to pay the $100 plus tax extra which I don't believe I should have had to pay anything, the whole point of a warranty is so your don't have to pay incase of product malfunction. I would like to be paid the extra $100 it cost me to replace the mattress.

  

  Business response

  09/21/2023

  Purecare has done everything on there end to take care of the customer under the warranty portion. We credit the retailer for the amount the customer paid. We do not control pricing. They can contact the retailer for any discounts or credits. Thank you.

  Customer response

  09/22/2023

  The warranty is to cover a new mattress when your product failed. I dont believe it says you cover the price paid of a mattress in the warranty. You did not cover a new mattress. I still had to pay extra for the same exact mattress to be replaced. 

  

  Business response

  09/22/2023

  Purecare did cover the cost you paid out of pocket when you originally purchased this mattress. Which it states in your warranty. You have the option to choose any mattress you like for re-selection. Unfortunately we do not set the prices for replacement mattresses that would have to be worked out with the retailer. 

  Customer response

  09/22/2023

  why buy a product for the warranty if you STILL have to come out of pocket to replace THE SAME mattress? Your product is garbage and failed and now so is your customer service. I would expect to pay extra if I chose a different mattress. You should pay to replace the SAME mattress. I cannot control a company's price change either. It's not mine or the company's fault that YOUR product FAILED.  

• Initial Complaint

  07/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Reported issues regarding the failure of my Purecare Mattress "Protector" on my twin xl mattresses to Purcare. The copy filed a claim on my behalf, and setup an appointment for a carpet cleaning company to come out and attempt to clean "both" of my mattresses. The carpet cleaning company stated to me that they were not paid/or told to use any chemicals that *** help with the issues reported to Purecare. The carpet cleaner stated that he was only to use a carbonated hot water solution on each mattress. After the attempt to clean the mattresses was completed and tried, the issues still remain. The product as this is know to be a "protector" has failed as it did not protect the mattresses as its intended definition.

  

  Business response

  08/07/2023

  ************** was informed we had to go through a cleaning process to make sure we can provide the best and most accurate customer service. The cleaning was not able to get the stain out so we proceeded with the mattress replacement which ************** was notified about on Aug 3rd.

  Customer response

  08/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. 
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  06/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 8/31/2017, I purchased a PureCare mattress protector for $150 alongside a brand-new mattress. At the time, I was advised PureCare had a 10-year warranty on their mattress protectors (same as the mattress I purchased), and this protection was essential to keep my mattress stain-free so the mattress manufacturers warranty would not be negated. Last week, our mattress broke. However, our claim with the mattress manufacturer was denied because there are stains on our mattress. So on 6/26/2023, I opened a claim with PureCare and sent them pictures of the stains on the mattress as well as photographic proof that the protector itself had failed catastrophically. The protective lining on the underside had begun to disintegrate and flake away, sticking to the mattress and leaving unprotected areas where the staining occurred. PureCare denied my claim because the staining was unknown and had been there an undetermined amount of time. Short of checking under the protector every day for the past 7 years, Im not sure how I was supposed to be able to tell them EXACTLY when the staining occurred. I notified them immediately after the staining was discovered. It is clear from the pictures I sent them that their protector was faulty. Instead of paying to send someone to clean my mattress, they are sending me a new mattress protector, which is absolutely worthless because the mattress it was supposed to protect is already stained and also now broken and unable to be replaced due to the fault of their product. I feel like my warranty claim was denied unnecessarily, and PureCare should be responsible for cleaning or replacing my mattress.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased 4 King ****0 softcell chill pillows. They advertise the pillows to last a lifetime. After 8 months the pillows were defective and the cooling system no longer worked and the pillows became flat. This has caused bad headaches and neck pains. After contacting PureCare they only had 1 representative answering the phone (*****) she told me the warranty only covered zippers and confirmed that the pillows last a lifetime. After numerous times explaining to her that they did not she said I could email them and that I could not speak to anyone else. These pillows cost $150 each costing me a total of $600 for 8 months of use. This company should be investigated and hopefully closed down.

  

  Business response

  05/09/2023

  We have reached out to **************** and are replacing his pillows for him.

  Customer response

  05/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  12/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the PureCare Omniguard Advance Total Encasement Mattress Protector and PureCare Mattress Protection Tencel 5-sided Protector from ************ in *********** on 12/26/22. The product was advertised as follows:1) "Will not change the comfort of your mattress"2) "Breathable and Lightweight". "that allows air to flow through the moisture barrier".Upon delivery and installation by ************, the two above assertions proved untrue and false. Specifically:1) The protectors completely changed the comfort of the mattress. Instead of feeling a cushy cotton pillowtop, we were instead presented with a rough plastic polyester feel under our sheets.2) The protectors did not breath or allow air to flow through, instead it captured air pockets that rippled currents of air as we got into and out of bed.We have been unable to obtain replacement products (in case of manufacture defect) or refund from PureCare.

  

  Business response

  01/04/2023

  On 1/4 we reached out to ************** to offer a courtesy replacement. Although this was not purchased directly from us we stand by our products and want ************** to be happy with what he purchased. 

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Product does not work and company has stopped returning emails after I asked for a refund.

  

  Business response

  10/04/2022

  Please provide more information. What are the items being returned? What is the order number? Thank you!

  Customer response

  10/05/2022

  The product is the Safety Camera/Light.  It does not work and buypurecare.com refuses to send me refund info.  I've been emailing for weeks and they continue to delay.  My email address is *********************. 

  

  Business response

  10/06/2022

  Wrong Company
  
  Hello,
  
  Unfortunately, we are unable to assist as you have contacted the wrong company. Our Purecare company sells premium bedding accessories. We recommend that you fully review your invoice for any links or information which can direct you to the companys customer support department. Listed below are a few websites which may pertain to your inquiry:
  
  https://www.buypurecare.com/ or email ************************************* 
  https://www.pure-gear.com/
  
  Kind regards,
  
  *******************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩