Spring Air Complaint - Sucky Mattress Warranty

Review by MsVirgo24 on 2007-05-22
LACEY, WASHINGTON -- We have owned our mattress for a little over 3 years. Since the birth of our child she has slept in her crib in our room. We have to try to ever so slightly roll into bed because of the squeaking. My husband and I also roll into the middle because we have a crater. I emailed, left messages, sent in my service form and I didn't get anywhere. I finally got ahold of someone on the phone today and she said that because I have a stain on the edge of my bed it is not covered under the warranty. WHAT?? Why doesn't anyone tell you about this when you purchase the mattress. I sent an email to their customer service today about my negative experience and this is what I received

"We are in receipt of your recent email. Please be advised, our warranty clearly states Spring Air reserves the right to refuse warranty service for mattresses and/or foundations found to be in an unsanitary condition. In the mattress industry, a stain is a stain. It could be milk, water, tea, bodily fluids, etc. It is considered to be in an unsanitary condition. We regret we are unable to assist."

Thank you,

Customer Service

Thank you? Are you kidding me? No, thank you for a horrible experience with your company. So, I guess lesson learned. Put a kiddy plastic sheet on your bed, because no matter where the stain or what the stain is, they don't care.
Comments:10 Replies - Latest reply on 2007-09-21
Posted by rhondam718732 on 2007-05-22:
How did the stain even become an issue?
Posted by Anonymous on 2007-05-22:
What caused the stain? How much do you weigh?
Posted by Anonymous on 2007-05-22:
"We have owned our mattress for a little over 3 years", do you ever turn the mattress over?
Posted by *Brenda* on 2007-05-22:
All mattress warranties are like this.
Posted by spiderman2 on 2007-05-22:
How did they know it had a stain if they didn't come out and look at it?
Posted by CrazyRedHead on 2007-05-22:
Buy a mattress cover.
Posted by MsVirgo24 on 2007-05-22:
The stain is from my daughter's milk bottle. I weigh 138 & my husband weighs 190. We are not huge people. We flip the mattress every 3-4 months, but it does the same thing on the other side. On the service form they send you in the email they ask for the information regarding body impressions and stains. She said they won't come even look at it because it is unsanitary.
Posted by Anonymous on 2007-05-22:
MsVirgo24, this seems to be the way of things now a day, once they have your money they don't care. Sorry for your problem...
Posted by gninalu on 2007-09-21:
Has anyone resubmitted a claim? I know it is the policy of some company to deny any first claim, and lots of people never try again. I can't believe that a company can stay in business if their warranty is so poor. I have just received a refusal letter myself on a Springair Ovation King set I purchased in Sept. 2004. The rep says that the indention is less than 2" which makes it just upholstery compression. The problem is that there were no pictures including ruler measurements. This leads me to believe that they routinely deny all new claims.
Posted by gninalu on 2007-09-21:
There are no stains on my mattress, so I will be trying again to get some action on the warranty. If things remain as they are, I will never consider Springair again, and I will make sure everyone I know does not either.

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