ComplaintsforProtect-A-Bed

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased 2 protect- a bed covers when I purchased new mattresses ! Well my autistic son came into sleep with me and he peed the bed . It went straight through into the mattress! Stained my brand new mattress! I have tried contacting and no answer! Not only the cover did not work as advertised but my mattress is ruined! The smell is awful! I paid $100 for the cover and $859 for my mattress.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The Protect a bed mattress pad failed. My sheets, mattress and the pad itself are irreparably damaged. I've sent emails, photos, and follow up requests with no response since 5/2/2023. They suggest their warranty is 10 years. My original invoice and the tag from the pad itself show no such limitation.

• Initial Complaint

  06/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My mattress protector is covered under a 10 year warranty and I need to file a claim. I called numerous times to get this issue resolved and no one will answer the phone or return my call as I have left numerous messages.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  To Whom This May ********* purchased a Protect-A-Bed mattress protector along with a brand new memory foam mattress from Mattress Firm in 2018. Despite carefully caring for the mattress protector per the instructions on the label, the mattress protector failed when my toddler son urinated on the bed only halfway into the 10-year warranty. The urine seeped so deeply into the mattress that a hump has formed in the memory foam where it soaked up the bulk of the urine. I contacted *** on May 20, the day that the incident occurred, and left a voicemail along with a follow-up email the same day. I did not receive a response over the weekend and called back on Monday, May 22, at which point I spoke with *********. She emailed over a long list of questions and picture requests, which I provided within 30 minutes that same day. Eight days later, I had not received any response. I have emailed PAB again to confirm that all of the requested information has been received, but still no response. Per the warranty terms, I am not allowed to clean the mattress. And so, my son has no bed to sleep in and we cannot even enter the room because the urine smell is so strong. The urine has been sitting on the mattress now for 10 days. I reached out to Mattress Firm this afternoon, who confirmed that my warranty is now void because of the stain on the mattress and also advised me that since the mattress has not been treated properly and promptly, the uric acid and ammonia in the urine will begin to break down the materials in the memory foam layers. At this point, I suspect that my mattress is ruined, and I am deeply upset that *** has provided no follow-up communication or provided any action whatsoever when this is obviously a very time-sensitive issue.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This is a nightmare, I purchased a 2 mattresses from Mattress Firm and they sold me 2 mattress protectors for my mattress and the warranty Protect A Bed is a complete scam! There is no way to contact them, they say they only service *********** and *********! When I ask for US information they sent me some bogus numbers and ended the conversation. This is crazy!!! A huge company like Mattress Firm!! would've never thought. I need a new mattress. I finally got a number here on BBB but I don't know if it's legit because the guy told me his name was ******************* and didn't sound very convincing. I still sent him all the receipts, address and pictures of the damages just because I found the number here on BBB.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 8/20/20 I purchased a king size Protect-A-Bed mattress protector for $149.26 along with a new Sealy mattress from Ashley ********** The mattress protector comes with a 10 year warranty on the protector and mattress (to be professionally cleaned or replaced) if protector fails. On 7/11/22 there was a urine accident on the bed. The mattress protector failed to keep it from soaking through to the mattress. The memory foam hybrid mattress is now soaked with urine. I contacted the company immediately to file a claim. I spoke with Takunda ****** who then emailed me a list of information and documents they need to start the claim. I emailed everything that was asked for within the hour. That is the last time I heard from Takunda or the company. I have called numerous times and emailed asking for an update and no one is responding to me. In the meantime I am stuck with a urine soaked mattress that I can not attempt to clean, by doing so would void the warranty. All I would like is for them to honor the warranty by professionally cleaning or replacing the mattress and also replacing the mattress protector. I would greatly appreciate any help you can offer in regards to this matter. I was not given a claim or customer number. It's under my name and address.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim: 331-302858 We purchased our mattress in 2013 from Sleep Country Canada and the "Protect a Bed" Mattress cover at the time of purchase and on the same invoice (attached). Both the sales claim and the material that accompanied it said that it was a 10 year warranty and would replace the cover if it failed. It also covered the cleaning and replacement if it the mattress was stained due to the failure of the cover. The cover failed in 2017 and we followed the warranty steps pad failed. Last week upon doing laundry we found that the cover had degraded and we found stains and discoloration on the mattress. The same day we contacted ********* and started a claim. All documents and evidence were provided including the invoice. We received an email stating our claim had been rejected however they would send a new cover as a curtesy. Upon questioning, we were told that it was due to the type of damage and that it was negligent. We laundered it per instructions roughly ever 2 to 3 weeks as indicated. The laminate is once again peeling as it did the first time. It seems obvious this product was never designed to last 10 years and the need to replace it repeatedly a way to never have to honor its marketing claim or customer commitments. I gave the reviewing agent every opportunity to address the issue and in the end receive a blunt message that my product was no longer covered under warranty. In my correspondence with the agent I asked multiple times for an escalation review by her management team. No response to this request. I also asked three times for the corporate address for legal correspondence and registered mail. The agent refused to provide this. I had given the organization 5 days to review and provide a reasonable solution and to meet the requirements of the warrantee as advertised. The replied with my product is no longer under warranty. I was sent a document with items highlighted that do not apply nor was a proper outcome provided.

  Business response

  06/29/2022

  Good morning,

  We have explained why you were not covered for your warranty. The warranty department lead was the one that assisted you with your claim. Your claim was denied for being a subsequent claim, it states in the warranty that no subsequent claims will be covered for the replacement Product. The protector that failed you is a replacement that we sent you. You were sent a replacement out of courtesy because the one you have now doesn't carry any warranty. The damage on your protector is not consider a manufacturing defect which is the second reason why you were also denied. The rep assisting you will provide the information for management for you. 

  Have a great day. 

  Customer response

  07/06/2022

   
  Complaint: 17496079
  
  I am rejecting this response because:

  The warrantee as presented at time of purchase was that it covered our product for 10 years and would be cleaned or would be replaced at time if it failed.  It failed once and after 3 years of use which you sent a replacement for.  You have a product that has no ability to meet the 10 year warrantee.  Your way to keep form ever providing the full value of your warrantee is to have a product designed to fail and be replaced then hiding behind a clause you make no one aware of until they try to claim.   This is a deceptive tactic and your company should be ashamed.   When replaced the first time we were never informed and this confirmed with the email provided by your lead that there would be no further coverage.  To send someone a $100 cover to get out of paying the $1000+ investment it is meant to protect what your marketing material claim is a deceptive and morally wrong activity.   I stand by the facts.  1. your product failed! 2. it was cared for per the specification  3. you were informed with it hours of the failure.   You should as a corporation honor your marketing claims or change it to be transparent and not deceptive to those buying it.  I fully understand now why ******************* informed me that they have severed their ties with you and no longer sell your product for this exact reason.   All purchasers should beware.  They will never be able to make a successful claim on this product.  

  This will continue to be rejected as long as the correct steps aren't taken.  This is what was sold to us when we purchased it and is what your company should do it if it has any ethics what so ever. 

  1. Schedule a technician to do an assessment and clean if possible, if unsuccessful,

  2. provide us with a refund/replacement for the full amount of the current model that is comparable to the one damaged

   

   

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

• Initial Complaint

  04/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a brand Tempur-Pedic mattress along with a Protect A Bed mattress protector 11 months ago. Dog urinated on the bed while the mattress protector was on the bed, urine went right through the protector onto the mattress. Company is not upholding their warranty and claiming that the protector had normal wear and tear. I misspoke and told them I had attempted to clean the mattress and corrected myself that I had attempted to clean the spot on the mattress protector because I was unaware the urine had went right through it. The mattress still has the same stain and urine odor because it has not been touched, as visible in the photos. We have been unable to sleep on our mattress for almost 3 weeks now.

  Business response

  05/03/2022

  Hello,

   

  I apologize for the inconvenience with this. Our rep did notate that it was advise by the customer that they had cleaned the mattress and that automatically voids your warranty. Also, the protector shows deterioration damage that is not covered under our warranty. We will like to still stand behind our product and the rep assisting you with your claim will reach out to you shortly. 

   

  Thank you,

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Garbage, ************* I called nobody answered during finally business hours, kept ring and ring until it hung up on me. Tried emailing a few times, the FINALLY replied to one when I threatened to contact BBB. So I bought this overpriced mattress cover in August under the impression that it would guard my mattress from my growing toddlers light bedwetting & spills. Not even a year in, It did not. Stains all on my king size mattress. I was able to clean one stain out a month ago, took pictures and contacted the company, still nothing! But today my son wet the bed again & I realized I still have NOT heard back!! The first time they pretended to act like they cared by sending me a bunch of questions and when I replied to them, no response back/ no follow up of any kind after that. Made it seem like they wanted my info/ address like they were going to come by and view it & or replace it. Nope. 2 and a half months. Go by nothing.

  Business response

  04/22/2022

  Hello,

   

  we are currently in the process of your claim, there were some missing information that was missing to complete your claim but we will have a solution and complete your claim today. We apologize for the inconvenience this has cause. 

   

  thank you, 

  Customer response

  04/28/2022

   
  Complaint: 17075583
  
  I am rejecting this response because:
  
  

  you have all of the information needed to process the claim but still nothing it being done. Why even do business at all if you cant provide a decent product?

  
  Sincerely,
  
  Jyreka *******

  Business response

  05/04/2022

  Hello,

  It seems like your claimed was fully processed on 4/22/2022 if you have any further questions feel free to contact the rep that assisted you with this claim. 

   

  thank you, 

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Protect-a-bed mattress protect and it has failed. Ive tried contacting their warranty department but they will not get back to me through email phone calls or chatting with them online. They have refused to give me there phone number.

  Business response

  04/21/2022

  Hello ****,

  ******** our warranty specialist has been in contact with you and has requested the missing information via email. 

   

  thank you, 

*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. ↩