Gerdt Furniture / Failure to honor warranty!
I paid $1440+ for my plush pillow top crescent restonic mattress. I loved it more than anything for the first year. I really looked forward to going to bed. After about 1.5 years it started to sag which caused back pain. After every rotation I would wake up for 1 to 2 weeks with no back pain. The third week I would have stiffness and the 4th week it would hurt like crazy.
Restonic will not deal with customers directly. You must go through the store you purchased your mattress from. I called the store and they directed me to customer service. (this is Gerdt Furniture in Indianapolis) Customer Service said there was a $63.55 charge for shipping that was non-refundable and must be paid in full before they will send a tech out to inspect the mattress.
I paid the $63.55 and the tech came out to inspect my mattress. He said that it must sag over 2". The restonic website says 1.5". He measured the highest point of the sag (on top of a puff) and it wasn't at 2". I told him he needed to measure middle part and not the highest point. After much arguing he measured again and agreed that there was a problem with my mattress.
Then he pointed out a small water stain at the bottom of my mattress (2" in diameter) and said the mattress was soiled and the warranty was void. He left my house immediately.
I cleaned the stain and called them back. It took another 2.5 weeks for the tech to show up. He pointed at another stain that was so faint you couldn't hardly see and said it was still void. I couldn't believe it. He took a picture of it and actually said, "I doubt if you can see this from a picture". I laughed and said, well that's gotta be good for me eh? If you can't see it... I mean come on.
Again they rejected my claim. I had it professionally cleaned by Stanley Steemer for $75. The Stanely Steemer tech actually said the mattress looked fine and they couldn't get it any cleaner. I asked him to try anyway.
I called Gerdt CS and had the tech come out again. The inspector actually picked up one of my lamps and moved it to my bed to check for stains. I couldn't believe it. He finally said they could probably "sneak it through". This is a mattress that looked brand spanking new. But as frustrated as I was (it took 1.5 months from the original call to get them to accept it), I was happy I finally was going to get a new mattress. I have been sleeping in my guest bedroom ever since.
Another week passes and I never get a call from customer service. I called them up and they said they credited my account for a replacement. I just need to go to the store and pick out a new one.
I go to the store and they no longer make the mattress I purchased. I paid $1440+ for my set in 2004. There was a mattress that looked identical to mine (plush pt) at $1399. It had the same length of warranty, same feel, etc. The store manager wasn't in so the salesperson I bought my mattress from said I needed to come back in another day. I come back in three days later and spoke to the store manager. He asked which mattress I wanted. I said I just want a replacement for my original. I'm not looking to upgrade, downgrade, etc. The warranty actually says, "If identical materials are not available at time of repair, Restonic reserves the right to substitute materials of equal or better quality". The manager, Ken Johnson, said he knows which mattress I want and will go ahead and get it ordered.
I get a bill three days later stating I owe them $270 for the difference in price. I paid $1440 for the set. It was on special, buy mattress get box springs free as they usually are. The price on my invoice clearly states one price for both. Gerdt's receipt states the mattress was $866 and the box springs were $577. The store manager claims that box springs are 25% of the mattress price. Now the mattress is $1220 and the box springs are only $280. ($1399 for the set) Some how in three years box spring technology has changed from 66% of the mattress price to 25%!!!
This really burns me. He also charged me for 6% sales tax on a warranty replacement. I've returned things to Best Buy and many other stores and never been charged sales tax for an exchange. I go back in the store and he says he will speak to his boss and call me back on Monday.
Tuesday I get a call back and he says the pricing is right and that mattress is not comparable. I can come in and he will show me a comparable mattress.
I called Restonic to find out what mattress is comparable to mine since they no longer make it. The CS manager got on the phone and said I needed to work through the store I bought it. She said they didn't know the price I paid, if it was on sale, etc. I said I wasn't asking for a price, I just want to know what model is comparable. She said she would not give me that information. I asked for her supervisor's name and she wouldn't give it out.
I went into the store last night and he showed me a mattress that was totally different than mine. The total price on the mattress was $849. That would equate to a $680 mattress. He said that was comparable to my mattress.
I really feel that Gerdt furniture is trying to profit on a warranty exchange. I will update as this continues but so far this has taken 2.5 months, 3 visits from cs tech and 4 trips to the store. Mid Nov 2007 Filed in Small Claims court. Frank Schumacher from Gerdt called a couples days later and berated me. He said that my mattress wasn't under warranty because it was soiled and they were "doing me a favor". David from CS said it was under warranty and issued me a credit... I guess the judge can decide.
12/28 - Had my day in Perry Township Small Claims Court with David P. (cs rep), Frank Schumacher (gerdt president) and their attorney. The decision hasn't been rendered yet but it was very satisfying to be heard from a neutral party. I would encourage anyone that feels they have been taken advantage of to use our legal system. It was only $78 to file a claim and that is refunded if the judge decides in your favor.
I still don't understand why Gerdt would go this far for a difference in ~$280. The legal fees, lost time in work and damage to their reputation has to cost far more. I really thought they were a reputable store before this problem. Everyone that has heard my story says they will never shop there again. Good job Frank...