Do not honor the warranty

ComplaintsHome & GardenSpring Air Mattress

Complaint

0
Diane
Country: United States
We purchased a Spring Air Mattress June 13, 2005 from Cajun Brothers in Conway, AR. One of the main reasons we purchased this mattress was the warranty. We noticed that the mattress was sagging (on both sides) where we sleep. Cajun Brothers came to our house, (February 2007), took pictures, measured the sag and sent them to Spring Air.

Spring Air replied that our mattress was not that bad. We needed to rotate the mattress. Not that bad? Is a Spring Air mattress supposes to be comfortable and not sag for 2 years only? That is almost $500.00 a year for a bed. I really do not think this is acceptable. We are very unhappy with this mattress. We are supposed to have a 100% warranty not to be prorated in any way.We have a king size Vienna pillow top.

I sleep on the right side in the summer and my husband on the left. In the winter, we switch. In my opinion, we are rotating the mattress. We are unhappy about the way we have been treated. If a mattress is sagging, IT IS SAGGING. It does not make any difference how much. If something is broken, it is broken. We do not want another Spring Air mattress; another one would probably do the same thing as this one has. We are truthfully tired of the hassle. We have lived with this for a year now its time something was done. We expect a refund from Spring Air.

Comments

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  • 0
    Sleep deprived in SF
    We bought our Spring Air mattress made specifically for Sears about 12 years ago so we are luckier than most of those complaining.  It has a 20 year unconditional warranty and we also have experienced the same sagging problem even though we rotate and flipped our mattress religiously.  Contacted Sears who told us to take pictures to forward to them only to be told we had to contact Spring Air.  I spoke to Diane who finally got back to me after a month with "an offer" - they are "offering" us a replacement mattress for $500 + for a queen size.  Mind you this is for the mattress only and does not include the boxspring and it is a final sale with - get this - a 10 year limited warranty.  This as we all have come to find out means nothing - Spring Air simply does not honor their warranties regardless as to whether it is a 1 year or 20 year warranty.  Do I have MATTRESS DUMMY written on my forehead???  Why would I buy another mattress from them????  There are plenty of other very good companies out there.  So thumbs down for Spring Air but ALSO for Sears for not assisting with this.  Both companies have lost a customer and I will be sure to let my friends and co-workers know not to support either company.
  • 0
    Sleep deprived in SF
    This is what Spring Air is offering...what a GREAT deal...this is a copy of the e-mail we received

    Here are the descriptions of the mattresses and pricing. These mattress sets come with a 10 yr limited warranty and will be shipped to you within 3 weeks of when the payment was processed. We accept Visa/MC or checks. Spring Air will cover the cost of shipping on your mattress set.



    If you decide to purchase a bed, we will need to know the following information:



    1.       Size of Bed

    2.       Height of Foundation (5” or 9”) Mattress is 13” in height for either. (IF NEEDED)

    3.       Form of Payment

    4.       Address for Billing (If different than shipping)

    5.       Shipping Address



    We will not ask for any paperwork to be filled out.



    Our shipping company will not be responsible for removal of your current mattress set upon delivery.



    **Please keep in mind that this order will be a final sale.



    If you have further questions, please feel free to contact myself between the hours of 8:30 AM – 4:30 PM Monday - Friday EST.



    Best Regards,



    Diane Grimard

    Executive Assistant



    Spring Air International, LLC

    70 Everett Ave

    Suite 507

    Chelsea, MA 02150

    (877) 217-3594


    Caress Plush/Firm Pricing Sheet



    Size    Mattress only    Set Price       
    Twin      $419.99     $499.99       
    Full     $464.99     $549.99       
    Queen    $509.99     $599.99       
    King    $729.99     $899.99       
    Twin XL    $444.99     $529.99       
    Full XL     $489.99     $579.99       
    California King    $769.99     $949.99     

    ***These beds are a final sale; no exchanges will be made after delivery.
  • 0
    Sleepless in Boise
    I also baught my Spring Air from The Bon right before macy's purches them.  same problem,  What brand did you buy.
  • 0
    mdg
    I got the same email from Diane.  It is BS that they think they can charge us to replace their defective product. Has anyone figured this deal out and have a positive outcome.  To me, $700 for another piece of junk is not going to do it.
  • 0
    a friend
    Contact Andrew Hecker @ 800-488-5645...Englander Mattress purchased Spring Air.
  • 0
    montana lady
    Sagging in my Spring Air mattress led me to call the company two years ago and they replaced the mattress.  Now two years later same sagging - no warranty due to bankruptcy and they aren't even offering anything as restitution what kind of customer service is that?!

    So disappointing considering the years I spent in wonderful slumber on a Spring Air mattress up until these last two, they used to be the best.  The mattress company that makes mattresses here local even acknowledged that they where a very good mattress before, before when I don't know because the last one I had before the two fore mentioned lasted many wonderful years.  Now I will sound like an old lady "they just don't make things like they used to."  Good luck with your future mattresses - may you all find wonderful slumber out there.
  • 0
    dennis
    I have the feeling that this is the same company and they are going to rip us off again. Be careful with this new company that "took the trade NAME spring air only" but don't have to do anything with the old Spring Air.
    I think we all should fail the complaint about both companies, there should be some kind of insurance covering those warranties!! I paid $1200 for mine also.
    If there is any attorneys out there please let us know what to do.
  • 0
    Penney's doesn't stand behind warranty
    I am in the same boat as everyone else.  I purchased a Spring Air mattress from JC Penney in 2008.  There are two large saggs in the bed with an island in the middle.  Penney's sent an inspector out and the inspector measured a 3 inch depression on either side of the bed.  A few days after the inspection Penneys called me to acknowledge that the bed was structurally defficient, but that my 10 year full replacement warranty was void to to two amsll stins on the mattress. I asked why the stains would void the warranty and the Penney's manager told me that the stains created a biohazard.  I then replied that I would clean the stains and make th bed sanitary.  He aid that it wouldn't matter and that the presence of any stain voided the warranty.  The person that I spoke with had a terribl atitude and would ofer any kind of resolve to this matter.  What terrible customer service.  Penney's has lost a customer for life.
  • 0
    Donna
    We are going through hell trying to rectify the same problems as everyone else. I would think we would be successful on a breach of warranty claim as well as a consumer complaint for deceptive practices on their part. They suck.
    And the retailer doesn't want to do much because they don"t want to pay outof their pocket.  Jordans furniture doesn't carry the product anymore because of all the complaints. How about helping out your customers by putting some pressure on them?
  • 0
    Tim from Buffalo
    Enough is enough, we  bought a new mattress. We just could not wake up every morning aching and my back in a pretzel shape. Got a Southland mattress, so far it has been nice. The salesman didn't know what hit him, I posed every question I could think of and told story after story of the horror of sleeping on a Spring- Air mattress. He told me Spring-Air is closing factories.... Maybe they are not long for business.... All I can think of now is to quote a line "go gently into the night" ........and hope they don't return!
  • 0
    Sleepless in Utah
    We purchased a spring air comfort flex. It started sagging with in 6 month. We contacted the company and were told that it was'nt bad enough to be replaced.It's been a couple of years now and we fill like were sleeping in a ditch.I will never purchase a spring air product again.Save yourself from sleepless nights and back aches.
  • 0
    debbie
    This is truely sad that all theses people have a problem with their mattress.I wish I would have known about this before I bought my mattress. Ibought my mattress on 11-23-10 and it was delivered on 11-27-10 and by 11-30-10 I already had a 1 1/4"dipin the matress and I called and they told me that was normal it was from the material settling. They also told me that maybe my bedframe was not the right kind.I told them that I had a matress on that same frame for 20 years and there was never anything wrong with the other matress that I had for 10 years. In fact the matress that I had just thrown away was in better shop after 10 years than the one I had just bought from them. I only slept in the bed twice before mine was broken it dips and slants down towards the front of the bed. How can they keep getting away with this?
  • 0
    Denise
    We purchased a King Spring Air Riviera mattress. It was belivered on Friday and I was calling the store on the following Monday to complain of the sagging mattress already. I was told that it would take at least 30 days for our body to get used to a new mattress. We had the mattress pickup up and sent back for what they said was repairs. Well we got it back and for a very little while it SEEMEd to be better. Wrong, within no time it was saggy on either side. To try to rool over was like climbing a mountain. I have Never seem a extremely old bed in this bad of condition. NO wonder they went bankrupt. you remember the old tire commercial where the old lady throws the tire through the store window, well thats what I would like to do with this piece of [***] that we have. I just went and had xrays of my bad and my spine is now curved. i sure know what caused it.
  • 0
    Dan Jagow
    This is all great information.  I appreciate all the inputs and contacts.  We have a Spring Air Neptune that is sagging and causing me back problems.  Before I call the Englander Mattress number, I want to know how do I measure the sag?
  • 0
    Jeff
    It looks like my wife and I are in the same boat as everyone else. We had purchased our mattress in 2006 and it made it for about 2 years and then the back pain started. Our mattress has sagged over the 1.5 inches:(

    I stopped by the store tonight where we purchased the matress and box spring only to find out what all of you have been saying. They did say that one of their customers was able to have their matress sent back and repaired which took over 4 weeks...

    I called the 617-884-2300 number tonight and left a message for them so we will see what happens.
  • 0
    Jeff
    You can take a string across the bed and measure down from that point to the bottom of the sag.

    Or you can use a long level and lay that across the bed and measure down from there.
  • 0
    Linda
    I convinced my husband to purchase a new mattress 1/19/09.  It was a Spring Air memory foam, for which I paid $2,500.  Well, it started sagging on both sides within 9 months, rotated the bed, but no difference.  Today, I called the store from which it was purchased and was told that they no longer carry the Spring Air brand.  They gave me a customer service number in Texas to call.  I called, and was told that unfortunately, Spring Air filed for bankruptcy in September, 2009 and there were no warranties for my mattress.  They did offer for me to go to a local store and find a bed made by Winco and get the model number, call them back, and they would send me a new mattress for $475.  I can't help but wonder if this is what the original cost of the $2,500 mattress that I purchased.
  • 0
    Carolyn
    My husband and I bought a Spring Air Marquee Mattress at Knoxville Wholesale Funiture in April 2009.  It is sagging in the middle, we have contacted KWF and they have gave us telephone numbers, we have called and called still no responce..I have turned them over to the BBB and filed a complaint.  I just want a new mattress at the same value, we paid 1599.00 for this piece of junk. The warranty and the salesman told me it would not sag this is why I bought this mattress, he said it was top of the line mattress. Oh well, I'm still waiting to see what Knoxville Wholesale Furniture does in this matter.  All I want is a good mattress, I dont think this is asking to much.. I didnt buy the mattress from Spring Air, I bought it from Knoxville Wholesale Furniture.
  • 0
    Jason
    J C Penny is going to loose a lot of business because of Spring Air.  I have read complaints from many unhappy customers.  They should get their act together and make their customers happy.  A stain on a matress should not be the reason for not taking back a "defective mattress".  It has nothing to do with the stain.
  • 0
    Karen - Las Vegas, NV
    Bought my Spring Air St Lucia king at RC Wiley.  Store isn't important.  The mattress is horrible.  We had a warrantee person come out not long after we purchased.  He measured and measured and in the end the manufacturer basically said it wasn't sagging enough.  We have suffered with this mattress for over 5 years.  I have had a back ache every morning since.  It's a real shame.  We spent a lot of money and we were told that this mattress which doesn't require rotation would last 10 or more years.
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