ComplaintsforBedgear GM Warranty Services

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially purchased two mattresses, one queen and one king, along with mattress protectors, from The Brick. When I first tried to make a warranty claim through The Brick, I was told that I had to go through Bedgear due to a stain on the bed and the mattress protector not holding up.I made a warranty claim for my queen mattress, which was never resolved. Subsequently, I had an issue with my king ******** and opened a new claim. However, the company did not believe that my initial claim was for the queen mattress.At the time, I was unable to locate my receipt, but I have since found it and emailed it to the company. This receipt confirms that my first claim was indeed for the queen mattress. Despite this proof, the company still did not honor a replacement mattress for my KING.If my initial claim had been handled correctly, I would not have had to spend additional time and effort on this issue. The product did not meet my expectations, and I am entitled to a replacement mattress.

  Business response

  08/26/2024

  Customer filed 2 claims with GM ***************************************
  
  Claim *****-filed in 11/26/19- closed due to no response. No information was provided if filing for King or Queen.
  Claim *****-filed in 5/17/22-claim for King mattress. Was denied due to previous claim. Customer stated filing for King but was not able to provide provide proof of purchase for queen mattress. We offered courtesy cleaning. Customer accepted our offer of courtesy cleaning and signed waiver back. Mattress was cleaned  6/14/22.

  Customer called back in November of 2023. Advised of courtesy cleaning. 
  ********'s signed waiver that claim was denied but was offered as well a discount code (50% discount code for ***********) but claim remains denied.

   

  Thank you,

  GM Warranty Services

   

  Customer response

  08/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  I disagree with the response and believe I should receive a refund for my mattress. My issue isnt just about the stain; its about the mattress not holding up as it should. The Brick should honor a replacement mattress, but because theres a stain, they refuse to do so, citing the warranty. The mattress protector warranty should still cover the replacement, and if my claim had been trusted from the start, I would have been entitled to a new mattress. I dont agree with the resolution offered, especially since I cant try out the replacement mattress being offered at a 50% discount. Paying in USD isnt worthwhile given the exchange rate, and I cant even test the mattress in-store to see if its a good fit. 

   

  *****************************
  
  
  
  
   
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 26, 2015, we purchased a Bedgear DRI-TEC 5.0 performance mattress protector for our Tempur-Pedic Cloud Supreme mattress at a cost of $169.99. This product came with a 10-year warranty. On June 23, 2024, the mattress protector was stained by human bodily fluids, prompting us to contact GM Warranty Services, the company that handles warranty claims for Bedgear mattress covers. GM Warranty Services denied our warranty claim (#*********) on the grounds that "The warranty offers coverage only for stains or damages for mattress protectors that are fully intact and show no signs of damage." However, this reason for denial is not listed in their warranty coverage terms.We have always cared for the mattress cover according to the provided directions and are dissatisfied with the denial of our claim, as the mattress protector failed to perform as promised. Although GM Warranty Services offered a replacement for the mattress cover, this does not address the issue of the staining that the protector failed to prevent. When we expressed our dissatisfaction with their proposed solution, they offered a courtesy cleaning. However, they stated that the cleaning would only be provided if a local technician was available, and they would not replace the mattress if the cleaning was unsuccessful. Additionally, they voided the remainder of our warranty coverage upon sending the replacement mattress cover.Given that the company did not honor their warranty terms and terminated our warranty coverage prematurely, we are requesting a full refund for the mattress protector.

  Business response

  07/31/2024

  Claim *********

  We have reached out to the customer and offered a resolution for the mattress protector warranty claim. 

   

  Thank you,

  **********************

  Customer response

  08/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered sheets, covers, and pillows from Badger. Was advised a claim would be filed with ***** over the matter and updated after receipt of the package which the box collapsed due to poor packaging and shipping. ****** advised to wash and then update with photos and advised I could provide photos but the pillow case wouldn't show easily the impact of washing which never should have been needed had they sealed the box to keep bugs out. The only offer was a 30% discount off a future order which would be fine if this order issue addressed but asking the customer to pay for another product due to poor packaging and now a unwillingness to update on the ***** claim which sounds like the company is getting the claim paid for but the customer is unable to get resolution (refund or new product sent) is poor service and also unacceptable given the price. Requesting someone higher within Bedgear take ownership and would welcome the conversation.

  Business response

  07/24/2024

  Case *********

  Our customer service team have reached out to the customer to verify if products were damaged from shipping and customer confirmed no. Customer was initially asked if they have taken images but customer stated they have thrown the boxes away and have washed the products. Customer was advised to send photos if they see any damages. Customer was offered 30% discount code but was advised we cannot offer a refund if there's no damages.

   

  **********************

   

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I advised the pillows were dirty and was a result of the damage from poorly packaging them where the box would be broken quickly.  I confirmed with/ photos from ***** it was visible the box was indeed destroyed and was instructed to wash the pillows which I did.  I was also advised to send pics which they never provided an email.  And the pillows after washing were not the same and best described as "lumpy" which is not what any of my other pillows have been and these weren't prior to washing either.  

  Long story short, it's disappointing Bedgear things when a sale is running that buying these at 60% off and offering me the option to buy more from them at 30% off when the damaged product is not what I paid for in the first place is good business practice.  Why would someone spend more money with a business when the current issue remains unaddressed and potentially have a repeat issue?  Recounting of the facts by the company isn't accurate which aligns with my experiences to date including the manager who was dismissive from this company when we last spoke.  Seems the best resolution is not buying this brand anymore and posting reviews elsewhere to help others learn from my experiences.  Pretty bad service by any standard honestly.  

    
  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  07/25/2024

  We have reached out to the customer and advised to send images for the pillows. Pending response from the customer.

   

  Thank you,

  **********************

  Customer response

  08/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I didnt find any email in my inbox as cited.   The manufacturer also has done next to nothing in showing resolution    Ive purchased other items for our needs and am happy with them.   I will not be buying from this company ever again as the service is poor, the willingness to resolve without the customer having to spend money is shameful   Nor does bedgear convey themselves as a business interested in shipping things properly or having the shipper held accountable.   The experience is bad top to bottom and made a simple request as they could have just shipped new pillows.   Its fine, ****** learned   Some companies prefer word of mouth advertising and thats what they will get from our household.  Avoid this company for the described reasons   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a matress from Rooms to Go on 06/18/2021 and purchased a matress protection warranty. On June 3 2024, I called on the phone to file a claim. I explained that the matress had urine and blood stains from a few days ago. I was asked "how many stains". I told the rep that it was one large spot with what appear to be "about 15 little spots". The Rep then sent me an email to complete with some additional information such as as purchase date, address etc. I returned the email with the information requested. Within a couple hours, I received an email stating that "Thank you for your response. We do not handle the extended warranty for Rooms To Go purchases made before December of 2020. Please reach out to Rooms To Go regarding your warranty claim.". I responded by letting them know that the purchase was AFTER 2020. I clearly provided them with the 06/18/21 date on the initial email.A couple days later, I received an email stating that the claim was denied due to: The warranty offers coverage only for stains or damages reported to ************ or ************************** within 5 days of the incident causing the stain or damage to occur. The warranty excludes coverage for: "...repeated or multiple stains or multiple locations of stains." The warranty excludes coverage for: "...any Long term stains..."They didn't even bother to ask me to send pictures or send someone to examine the damage. It seems like this company's intent was to deny the claim from the start, beginning with their initial email that the purchase date was prior to 2020. The then proceeded to find some other excuse to deny the claim with no further explanation or additional details from me. This company's practice appears to be deceptive. Their product failed and they're looking for excused to not honor the claim. The claim number is *********

  Business response

  06/06/2024

  Dear BBB,
  
  We are in receipt of this claim to our office.
  
  In regards to our customer's situation, we have reviewed their account in its entirety. Rooms To Go offers a 1-year warranty against manufacturer's defects. Theirs expired as of 6.19.22. Bedding has a longer limited warranty our company will honor. Neither covers stain issues.Unfortunately, stains are considered consequential not a defect.
  
  Please understand the consumer is responsible for the general maintenance of their product. If the set is not maintained it voids the purpose of the warranty. Stains would be under BedGears purview to review.These mattress protectors are serviced by GM Warranty services. The customer would need to contact them directly should they wish to dispute their claim denial.
  
  On behalf of Rooms To Go, we apologize for being unable to pursue any action due to the reasons explained above.
  
  Thank you for your understanding.
  
  ********************
  Presidential Assistant

  Customer response

  06/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  my complaint is not with Rooms to go. The warranty fo4 matress protection was purchased from GM warranty Services via Rooms to Go. 
  
  Sincerely,
  
  ***********************

  Business response

  06/12/2024

  Claim *********

  ***********************

  Date filed: 6/3/24

  Claim results are based on a direct comparison with the 10-year limited warranty found at **************************. Although warranty is provided with our products, some of our retailer partners handles warranty in-house and Rooms To Go handles warranty for purchases prior to December of 2020. Part of our review process is to request email confirmation from our customers regarding their claim information. Customer confirmed on 6/4/24 by email information below :

  Store address? *************************************************
  Date of purchase: June 18, 2020

  3.           Incident Information
  What substance spilled onto your mattress? Human urine/some blood stains too
  Incident Date for urine stains? from couple months ago
  Incident Date for blood stains? 
  If there are stains on your mattress, how many? multiple stains/15+

  Although the customer did correct purchase date to 6/18/21, the claim was denied based on our warranty policy and coverage. The warranty only covers incident reported within 5 days of the incident and excludes coverage for multiple stains. We can only approve claims that are within what our warranty covers. 

   

  Thank you,

  GM WARRANTY SERVICES

   

  Customer response

  06/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business did not properly verify the nature of the claim by requesting pictures or any other attempt. They simply denied the claim based on a perceived technicality on how many stains are on the mattress and when the incident occurred. The point remains that their product failed 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new mattress from rooms to go for our son here last Ausust 2022. We were very instant that we needed a water proof mattress cover for our son since he was potty training, we were told by the sales woman that we needed a mattress cover anyways for the warranty to be valid. The Warranty is with Bedgear Gm Warranty services...Fast forward to that past few months and our son has had a few accidents. The mattress cover is not water proof by any means... and has soaked thru to his almost $1000.00 mattress!!!! The mattress stinks, rooms to go said we have to contact the warranty company for the mattress cover. We contacted Bedgear, first person says no problem, send us all the information, then they deny our claim.. stating that we needed to contact them in 5 days, something we were never told by rooms to go. They also claim, that it doesn't cover repeated stains by humans... well what else would make stains on a mattress???? A cow? humans are what sleep in beds... This is absurd, we were told this bed cover was water proof, which it is not and if it failed we would be covered by a warranty. Now we have a mattress that's a little over a year old, something we spent a lot of money on and now needs to be replaced. Were very unhappy, I'm pretty certain this is an issue with this company and were not the only ones going thru this.

  Business response

  01/02/2024

  Claim *********

  *********************

   

  Warranty is provided with the mattress protectors and claim results are based on our warranty policy found at **************************. The warranty only covers one-time incident and must be reported within 5 days. Claim was denied due to failure to report the incident within 5 days and there were multiple incidents. We have offered a courtesy replacement mattress protector pending customer's response.

   

  Thank you,

  **********************

  Customer response

  01/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought one of these dri tec sheet sets from the brick in may of 2023. they claim to have a 365 satisfaction guarantee. however my sheet set has started to fall a part after only a few months of use. i sent them pictures and the invoice. the first person i spoke to from bedgear ********** said oh no problem we should replace that under warranty. they told forwarded my request to GM warranty who asked for more pictures witch i provided them ASAP. then they denied my claim.after another call they said we won't honour the warranty unless u ship it in at your cost.what kind of satisfaction guarantee won't cover the sheets under normal use and then wants me to spend my money shipping the sheets in at my cost.plus what am i suppose to sleep on well i'm waiting around for the shipping and for them to inspect the sheets.

  Business response

  11/21/2023

  Claim *********

  *********************************

  BEDGEAR sheets are covered with a one-year limited warranty for manufacturing defects. We have requested photos of the damage on sheets from ********************** as part of our review process and it shows runs on sheets. The claim was denied since the warranty excludes coverage for runs on sheets. ********************** called after regarding his denied claim. A return was requested for quality inspection. Our ************************************************************************************ order to get the benefit of this limited warranty. 

   

  Thank you,

  **********************

  Customer response

  11/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  Why should i have to spend my money shipping in your failed product. what kind of sheets fail after only a few months my last set of sheets lasted 7 years before they needed to be replaced. plus if i ship them in what am i going to sleep on for the weeks/months it  takes to get there and be checked.
  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business response

  11/22/2023

  A return of the defective product is required by our warranty if you are filing under the one-year limited warranty. If found defective, we are happy to provide a replacement of your sheet set once we receive the defective sheets. Shipping time is **** business days. 

   

  Thank you,

  **********************

  Customer response

  11/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  ok and how am i suppose to sleep well this return is taking place its going to take weeks for it to get there and time for processing and if u still reject the claim then i have nothing. on top of that i have to spend my money shipping the item in that is not good customer service in anyway shape or form.
  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress protector from ***************** on 8/30/22. The mattress protector claims to be waterproof & the company says they will replace your mattress if it doesn't. The bed protector leaked through & dog Urine ruined my mattress. I submitted a claim with GM. initially they were super responsive & prompt to reply to emails asking for more photos, more receipt, more photos of the bed, the mattress cover etc. Once I fully supplied everything they asked for they no longer responded to my emails. They have not contacted me or replied since 6/28/23. Your help to resolve this matter would be greatly appreciated.

  Business response

  07/19/2023

  Claim *********

  *************************

   

  We have offered a resolution to the customer after our second review. Customer purchased a ********************** mattress protector by itself and warranty is limited to one-year from purchase date. The limited warranty provides a replacement protector for a qualified claim. Although the claim did not qualify for a mattress cleaning, we have offered a courtesy cleaning to the customer as well as a replacement mattress protector.

   

  Thank you,

  **********************

• Initial Complaint

  07/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a king size purple mattress on 12/26/2021 with a " mattress protector" that should protect the mattress from stains. I called in to Bedgear for warranty or to resolve the issues with stain reported. I received an email back that it was denied due to incident not being within 5 days. Though I reported it happened on Monday which is almost 4 days ago. There are other 3 stains which I am not sure what days those happened. Had I known that this cover would not protect my mattress I would not have purchased.

  Business response

  07/17/2023

  ***** ********* ********************************* ***** *******
  

  Claim was denied based on our Ten-Yar warranty guidelines for the mattress protector. Warranty only covers stain reported within 5 days of the incident. Customer filed claim 7/13/23 and stated incident within the week but also mentioned previous incident and this was confirmed via email as well.  Although warranty is provided, warranty excludes coverage for multiple incidents or multiple stains.

  Sincerely,

  **********************

   

  Customer response

  07/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  What kind of warranty is this? I was not made aware that it had to be reported within 5 days nor was I provided written warranty information at the time of purchase. This cover that is supposed to protect the mattress is worthless provides NO protection at all. The fact that I reported this last stain at 4 days does not cover either? 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Temperpeadic matress in 2021. I bought the expensive matressprotector and warrenty, just incase something happened. Late April of 2023, an incident happened where a bottle of wine was tossed on the bed. An attempt to remove the matressprotector was made and alot of wine got on matress some how.. I think it was on purpose, but I cant prove it. I wasnt there. I thought its ok! I have the expensive warranty I bought. So a few days later I call rooms to go and they give me the run around for about three weeks. After email issues on their part, having to deal with a different person each time and uploading the pictures 4 times. They finally tell me that even though I bought the bed through Rooms to go that because my be was bought after 2020, GM warrenty handle my claim. So frustrated I call GM warrenty. GM warrenty same thing, wrong emails and pictures and me having to call every other day. then they deny my claim because I didnt notify them within 5 days of the incident happening. I call and explained that I was within the time, but that i have been dealing with Rooms to go and that also I work nights. They tell me that they will look at my claim again. then they deny it a 2nd time. Saying it looks like there is unknown stains. I call and explain to them "no, the turning colors because of how long its been there and im trying to get it fixed through yall." Again they say that they will look and have a supervisor call me. I never get a call, but I see that my claim was denied a 3rd time because there is more than 5 stains. I call GM once again explain that it is all the same stain. Realistically on the matressprotector maybe, but the matress is all wine. I ask to talk to a manager who tells me the real reason is for the 5 days. She can only give me a coutesy cleaning, but ony if I live in the right area. Which I dont! Im so frustrated! I wish they would understand that life happens. All I wanted bed cleaned but now my bed ruined, so I want it replaced.

  Business response

  06/05/2023

  ***** ********* ***** *********

   

  Claim reviews are based on a direct comparison with the 10-year limited warranty offered with the mattress protector and can be found at **************************. The warranty requires incident must be reported to GM Warranty Services within 5 days of the incident. *********************** filed the claim on May 17, 2023 and confirmed incident happened on April 2023 but stated he reported the incident to Rooms To Go. Our warranty excludes coverage for long-term stains and although the claim was denied based on our warranty guidelines, we have offered a courtesy cleaning for *************************** mattress. 

   

  **********************

  GM Warranty Services

   

   

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress with a mattress bed protector with a warranty of ten (10) years. Warranty Number *********. On April 7th there was an bodily fluid accident and the mattress protector failed and my mattress and damaged. I called for warrant service on that day and the male told me I could only report it by email. I explained I did not have an email nor computer; he said he would check and call me back on Monday. He did not. I called back on Tuesday and ****** was rude and did not help. I called back a second time and go **** again. this time she would look into it and call in ***** hours. she did not. I called back yesterday and she asked for my address and said they would send me a new protector but would not replace my mattress or have it cleaned (the mattress is under the 10 year warranty). She said she would call me back by 5:00 PM. she did not. Please help me I kept the warranty paperwork all these years and don't know how they cannot honor the warranty fully.

  Business response

  04/17/2023

  Claim *********
  
  Claim filed: 4/7/23
  
  
  
  A claim was filed on 4/7/23 but customer was not able to provide email address for us to send claim confirmation. Part of our review would be for customer to provide photos including proof of purchase via email. ******** also stated she did not have the receipt for the mattress protector and mattress. We even reached out to retailer- Mattress Firm, and store was not able to provide receipt as well. 
  
  Our warranty requires proof of purchase to be able to review warranty request for BEDGEAR products. We did offer a courtesy replacement mattress protector to the customer and advised that without images as well as receipt, we will not be able to clean or replace her mattress. Customer did call today and stated she might be able to send images including invoice. Customer was provided our email address and was advised that although we will not be able to approve claim, we can take a second look at it once we received the images.

*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. ↩