Purecare

Mrs. [redacted] placed a claim with pure care's customer service on 9/3/14. The customer called in stating that they had purchased a mattress and protector from [redacted] mattress on 2/24/14. The Claim processed states that the mattress has a stain of unknown origin and time period. This Claims...

Department processed this Claim based upon the warranty that was purchased. Under the warranty exclusions for the PureCare warranty "unknown stains present for an unknown time period" are not within the warranty restrictions. Also it states under the customer's responsibilities that the customer "must call in any stain within five business days of occurrence" Due to the unknown nature of the stain and time period this claim does not fall within warranty restrictions. However, as an accommodation to Mrs. [redacted] PureCare would like to offer a one time professional spot cleaning to sanitize the mattress. If the customer would rather a refund of the purchase price of the protector the refund total would be $89.00. Due to the above stated violations the Warranty is not eligible for future warranty services. Thank you for the opportunity to respond.

The customer has placed a clim with purecare for a mattress protector replacement on December 14th 2014. Customer stated that they needed a replacement mattress protector for a mattress they had purchased from [redacted]. After receiving a copy of the sales receipt from the original...

store of purchase December 29th 2014. The protecor was issued and sent to the customer on January 8th 2015 and it was delivered on January 10th 2015. Customer contacted PureCare's customer service to address an incorrect delivery issue. After attempting to rectify the situation with the customer, The customer then started to use abusive and excessive language. After a delay receiving the correctly product in for the replacement purecare then received the below e-mail from the customer. PureCare shipping had sent out a replacement product on 1/20/15 and it was delivered to the cutoemer on 1/22/15. The customer's request has been satisfied and if there is any more assistance I may give please let me know

Thank you! PureCare continues to make false claims and blatant lies to prove their case. This has been a very frustrating process. Sit-n-Sleep has been very involved in helping to sort this matter out and without them PureCare would have gotten away with not having to honor their warranty. I have provided information below on why I do not accept the response PureCare submitted to you. PureCare stated I called to make a claim about the stained mattress on 1/19/15 which was a month after the stain occurred. This is not true. My daughter had an accident on our bed on 12/28. I called Sit-n-Sleep and Fabric Tech on 12/29 to report the issue.  It took over a month to hear from Fabric Tech. I spoke to Chris [redacted] on 1/28 who originally told me they had changed companies and there had been some kinks in the system. He said perhaps that was why they didn’t get back to me. It then took another 2 months before anything was handled. On 4/9/15 I was told my claim was closed with Fabric Tech and they would not be honoring their warranty because I reported the claim a month after the accident. This is false information. It was Fabric Tech that has not returned my numerous phone calls and emails. PureCare finally said they would come out and clean my mattress but I was later told because I accepted this I was no longer holding them responsible. They also make the claim that I did not get the mattress claimed within ten business days of when I was contacted by the cleaners and this is also false information. They handled things in a very deceitful way. It was only when Sit-in-Sleep became involved that that PureCare finally honored their warranty. I had been keeping in close contact with Sit-n-Sleep during this process and both of us had records showing PureCares faulty claims. At the end of the day, I was sold a faulty mattress cover that did not protect my expensive mattress and Fabric Tech tried everything in their power to get out of honoring the warranty. I have kept very accurate notes of the varies communications and attached my records to this email. 
Regards,
Ryanne [redacted]

I am sending this in reference to the customer whom has place the complaint # [redacted] with the Revdex.com. The claim was for stains that have penetrated through a mattress protector and soiled a mattress. As previously stated with this customer they had placed a claim with us on January 30th 2015. The customer while placing a claim for One urine stains also stated that they mattress has other stains that were of an unknown nature on the mattress  that they did not notice until they had removed the mattress for the first time on January 28th 2015. This customer's claim was processed based upon the warranty that was purchased through the store of original purchase. While processing this claim based upon the warranty that was purchased it was determined that the multiple stains that had been present for an extended time period which were of an unknown nature did not fall within the mattress protector warranty and thus were a violation of the warranty. The customer's warranty Could not be processed under the standard measures due to the customer's claim not falling within the warranty restrictions. However as a courtesy to the customer PureCare had offered a one time courtesy cleaning of the mattress to attempt to remove the stains and bring the mattress back up to factory standards. The customer contacted PureCare via the phone to dispute this claim for services. After confirming multiple times with the customer that there were multiple stains that had not been reported within the five business day requirement. The customer agreed to process for a courtesy cleaning and an approval was authorized with the professional cleaning service. Understanding the customer's concerns as well as the possible misinformation that may have been provided by the sales person PureCare sympathies with the customer on how they feel. However under the warranty that was purchased by this customer through, it does clearly state that the stains must be reported no later than five business days as well as the fact that all stains that are present on the mattress that have been attributed to a possible failure of the proctor must be of a known origin. A failure to report these to PureCare in a timely manner would result in the mattress protector warranty being voided and no services on either the mattress or protector. Within that PureCare did decide to offer the customer a cleaning of the mattress stating that this would be a one time courtesy cleaning and no further services could be processed. The customer signed the agreement which is attached and agreed that this claim would be processed for the one time cleaning. This form is attached to this message as well as the the warranty and the original claim that was taken on January 30th 2015. According to our information a Cleaning authorization was issued on February 18 2015 for a cleaning of the mattress. PureCare has also offered a refund for the purchase price of the protector as well. PureCare would still offer an additional cleaning or a refund of the purchase price of the mattress protector to satisfy this complaint. I can also provide the original phone recordings for this customer as well if needed

Business Response to a Complaint



Complaint ID#:


[redacted]




Company Name:


PureCare


...



Company Contact:


[redacted]




Company Phone:


[redacted]




Company Email:


[redacted]




Person Who Sent the Complaint:


[redacted]




Staff Member:




Response:
Good afternoon. [redacted] contacted our warranties department on 9/8/14 with a request for services on a mattress and mattress protector that were purchased at [redacted]. PureCare's warranty department received a copy of her proof of purchase, which is required to process a warranty claim, on 9/15/14. [redacted] was approved for a professional cleaning of her mattress on 9/23/14 and an exchange of her mattress protector was sent on 9/25/14. After the warranty services were performed [redacted] stated that she had spent approximately 5.25 hours on the phones attempting to contact both [redacted] and PureCare to address a resolution for this claim. [redacted] went on to ask for a payment for her hourly rate of $150.00 per hour. Our warranty states"YOUR RIGHTS UNDER THIS WARRANTY ARE YOUR EXCLUSIVE REMEDIES FOR ANY FAILURE OF THE FIVE SIDED MATTRESS PROTECTOR TO COMPLY WITH ANY EXPRESS OR IMPLIED WARRANTY," and "FABRICTECH INTERNATIONAL SHALL NOT BE LIABLE IN EITHER TORT OR CONTRACT FOR ANY LOSS OR DAMAGE, WHETHER DIRECT, CONSEQUENTIAL, OR INCIDENTAL ARISING OUT OF THE USE OR INABILITY TO USE THE FIVE SIDED MATTRESS PROTECTOR OR ANY BREACH BY FABRICTECH INTERNATIONAL OF ANY EXPRESS OR IMPLIED WARRANTY." [redacted]'s warranty claim was approved for services including a cleaning of her mattress and a replacement of her mattress protector as stated in the warranty. Any request for compensation outside of these provisions does not fall within the scope of the warranty and cannot be processed. Please contact me if you require a copy of the warranty or with further questions pertaining to this claim.
Sent on: 10/14/2014 10:03:03 AM
Sent by: 23.31.233.33

In order to get a whole view of this customer we have to start at her first claim placed on January 20 2014 This claim started with [redacted] Placing a claim with PureCare Customer service for her mattress and protector. The customer had multiple stains that had been present for months on the...

mattress. As per the [redacted]'s discount furniture warranty the customer is Required to contact PureCare within 5 Business days of the stains occurrence. Due to her being a [redacted]'s Customer her mattress was replaced under the warranty as an accommodation to both [redacted]'s and the customer. This accommodation replacement completed the customer's warranty and there was no further services offered. We had processed for a one time accommodation replacement of the mattress. this claim was completed in March of 2014. [redacted] placed her second claim with PurecCare for both the mattress and protector on 9/22/14. This claim was then duplicated a week later by a gentleman by the name of [redacted]. Both names are on the invoice however both processed the claim as separate entities. After speaking to Mr. [redacted] PureCare had clarified the issue and had attempted to process this claim for services. However as stated previously this warranty was completed back in march with the accommodation replacement of the mattress. As per the Owner of Purecare this was again authorized for a One time replacement Completing the warranty for services on the customer's mattress protector warranty. Again no further services were to be available. This customer contacted us on 12/15/2015 to process for her 3rd claim within 8 months for a damaged protector and mattress. Yet again she claimed that the protector failed and her mattress is in need of service. On 3/3/2015 and 10/30/2015 she was approved for an accomodation replacement of her mattress due to her having unknown stains presnt for an unknown time period. PureCare has honored her warranty but at this point in time this is abuse of the mattress and protector as well as the extended warranty associated with this customer's purchase. PureCare will not process any further claims for services on either the mattress Nor Protector associated with this customer. Please let me know if you need any further information on this customer's Warranty. Thank you

At the time the customer experienced delays in trying to reach us, we were moving our corporate offices across country.  We were able to connect with the customer last week.  This issue has been resolved, we authorized an exchange of the customer's mattress.  Today I spoke...

with the Mr. [redacted] and confirmed that he will receive his new mattress on Thursday of this week. This claim has been resolved to the customer's satisfaction.

Good afternoon. The customer submitted a claim to our customer service department on 10/1/2014. The customer stated at the time of the claim that there was a urine stain on the mattress that had been present for about a day. The customer went on to stat that there was a previous claim that was...

placed with PureCare for a similar issue a few months before. After asking the store for a copy of the sales receipt again as well as the outcome of the previous claim. After discussing this claim with our liaison at Bobs for 2 weeks. PureCare Customer service was told that the precious mattress had been replaced and the authorization had been utilized. With this information pure care had the chance to review the current claim and also process under the warranty purchased. When a customer contacts PureCare and has a precious claim that involves a replacement, customer service must check all previous claims have been completed. After the conformation a replacement authorization for a mattress replacement was processed and a new mattress protector was issued on 10/31/14. The replacement is due to be picked up on 11/4/14. With regards to this claim the customer has been processed for the replacements requested. Please let me know if there are any further concerns with this claim.

Good afternoon Customer placed a claim with PureCare customer care on 10/7/14. The customer at the time stated that she had found a stain on her mattress. Customer had stated that she had no idea as to the origin of the stain and she did not know when the stain had occurred. The customer's claim was...

processed biased upon the warranty that was purchased. Within the warranty it states that the customer must know what the stain is as well as call in the stain within five business days of occurrence. The customer was sent a letter on 10/17/14 that stated that the customer's claim was not within warranty restrictions. The customer called back and spoke to the head of customer service on 10/23/14 to discuss the determination. At the time of this conversation the customer was offered a one time cleaning of the mattress but was told that Purecare could not guarantee complete removal of the stains from the mattress. The customer accepted the cleaning as well as an exchange of the protector. With regards to the warranty that has been purchased, the warranty has been completed. Purecare can only offer a refund of the purchase price of the protector. Please advise on the status of this claim.

Good morning. Regarding the claim for a replacement of this customer's Mattress protector the customer placed a claim for a damaged protector that had been damaged in the wash. Customer was told that the process can take up to three to five business days for PureCare to acquire a copy of the...

customer's invoice. Once acquired PureCarecan process for a replacement of the mattress. Once we had received the invoice on 6/3/2015 the customer was processed for a replacement of the protector on 6/5/2015 to have the new protector processed for the replacement. There was a slight delay in the processing of the replacement due to the protector being out of stock. PureCare processed a replacement from the information that was presented by the customer on the initial phone call. Regarding the warranty that was purchased the customer has an unlimited number of replacements on the protector so there is no penalty against the warranty. However the customer may place any additional claims if needed. Also if the customer needs a new replacement sent to them please contact me directly at extension [redacted] so I may process this immediately. thank you

Good afternoon, I am sending this in reference to the PureCare Warranty that was purchased along with the mattress and protector through the retailer Sit N Sleep. The customer stated at the time of the claim that there was a single urine stain that was on her California King Mattress. The customer...

went on to stat that the stain had occurred on January 28th 2015, At the time that the customer had removed the protector from the mattress and saw multiple additional stains that she could not give the origin or when the stains had occurred. This information was then processed based upon the warranty that was purchased with the mattress protector. PureCare processed all claims on the written warranty that is inclided within the protector packaging. The warranty clearly states on the second paragraph second line of the customer's responsibilities that "Stains must be reported no later than five business days after occurance" The third paragraph in all capital letters states" ACCUMULATING STAINS ON YOUR MATTRESS OVER TIME IS DEEMED NEGLECT AND WILL VOID THIS WARRANTY." Under the warranty exclusions the third line stats " unknown stains present for an unknown time period" are not within the warranty restrictions. With multiple stains that have been present on the mattress as a whole for an unknown time period the warranty was invalidated and the customer was offered a courtesy cleaning to attempt to remove the stains from the mattress. The customer was also sent a courtesy cleaning agreement for the services on the mattress. On the phone call that was processed on 2/18/15 the customer discussed this claim with the customer service agent. The customer was told that no further assistance could be given without the signed form being returned to purecare. On 2/18/2015 at 11:42 am the customer returned the signed courtesy agreement. The customer's mattress was then serviced by stanley steemer to attempt to remove the stains from the mattress and the attempt was not successful. Due to the form that the customer signed PureCare is no longer liable for the mattress or protector associated with invoice# [redacted]. PureCare has attempted to accommodate the customer within the parameters of the warranty. With the signed courtesy agreement that was Received the warranty that was purchased has been completed. However, purecare would like to extend an offer to refund the cusomer the $119.00 cost for the mattress protector. I have all forms available to send at any time. Please contact me with any questions. thank you

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.

I am rejecting this response because:i called back the day I recieved letter and explained that I changed my sheets weekly and that my grandson had stayed the night and it had to have happen within a week of me calling it was not the head of anything that I talked to the man said he would resummit the complaint I then called to see what they had decided that was when I talked to the head guy and he said it was accepted and that the cleaners shouls have called me to set appointment but they had not and knew nothing about it I had to make several calls to finally get it taken care of , the warrenty states is the mattres is ruined it will be replaced and according to the cleaning guy it is ruined there product failed and now I have a very expensive matress that is ruined because there product failed . purecare has a real bad score with the Revdex.com and I would think they would care
Regards,
[redacted]