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
    Sue G
    Let my husband and I join the ranks of complaints about this company.  If someone starts a class action suit, let me sign up!  We bought the upper end model (Shelby) with the foam topper for extra back support. We chose it in the local store because it seemed firmer than the rest on display.  Boy...were we wrong!  After 6 months it started to sag (purchased 8/07).  There are many nights that I simply give up and sleep on the floor-and restfully I might add. The problem is not in the depression of the upper level padding.  There simply is not sufficient support in the sleeping areas.  What burns me even more is that I will be stuck with another Spring Air if indeed they will honor a return.  The next mattress we buy I will read the warranty very carefully.  I would have had more fun watching my money ($1500) in the stock market than losing it on this junk mattress set.  The mattress company is bad  bad  bad!!  Do not buy Spring Air!
  • 0
    Joni
    We have the same problem! We bought our Spring Air kingsize pillow top 2 years ago from "Hank's Fine Furniture" in Bentonville, Arkansas. Fine furniture! ha!My husband now sleeps on the couch, as his back is in constant pain. We have rotated the matress 3 times, but nothing helps. Deep indentions especially on my husband's side. (And we are not big people). Needless to say, we are very disappointed with our $1,000 plus matress!!
  • 0
    skeptical
    Everyone wants to blame their back problems on their mattress, I love my spring air mattress, better than any other brand I have slept on!
  • 0
    120 lbs.
    NO MORE SPRING AIR MATTRESSES EVER!

    This company is terrible! Have a 5 year old King Sheffield set pillow top, paid $1600 for in 2003. After 2-3years started having body impressions which are present when no one is in the bed.  We are small people I can't imagine the mattress with a larger person on it!
    Spring Air pretty much claims sorry you're SOL ([***]-outta-luck) because the "law tag" was removed- it's still on the box spring and have original receipt-both purchased together.
    From reading other peoples' claims, I don't think they would be any more helpful even if their stupid law tag was present.
    DON'T BUY SPRING AIR!!!!
  • 0
    Tallterry
    We bought a Spring Air Back Supporter 1000 set in August 2006. We would faithfully rotate the mattress every 2-3 months as recommended. It soon developed a "hole" on one edge over 2" deep and the other edge about 1" deep. We are not heavy people but the mattress still started sagging at an alarming rate, but at different depths. Go figure. It is so bad now that we can't rotate the mattress anymore or my wife won't sleep with me. We feel like we are sleeping in holes. The "Back Supporter" is a back destroyer.

    Also, if you buy a new bed, make sure the "Law Tag" is on the bed after the delivery guys leave otherwise they won't honor the warranty. Please don't by a Spring Air Mattress or you will be sorry.
  • 0
    pamie
    Good to hear other people are having the same problem. We have only had our mattress for a little over a week. My husband and I roll to the middle of the mattress and proceed to sink in. Called Spring Air and got no where. They told me that the mattress is cradling us. We are sinking into a black hole, that is what we are doing. I am not waiting for two years to see if the mattress does not recover, I am getting rid of it and I am not getting another Spring Air. We previously owned a Spring Air for 23 years and it was a good mattress. Something has changed. The company did not care that we were returning customers, they just stated that the problem did not fit into the warranty. I agree they should be investigated.
  • 0
    Debbie-St. Charles
    We bought a Spring_Air Mattress from Rothmans the first one squeked so bad the service man said he had never seen anything like it. When we went to Rothmans to pick out a replacement mattress thet refused to let us have a same price replacement mattress our choices were to pay more money to upgrade or accept a lower quality mattress as a replacement and of course not with a refund of the difference after they spke to the Spring air rep. we decided mostly because we did not want to spend any more money than we already had we took the less expensive mattress. Now I have a mattress that sags it is so uncomfortable I absolutely hate it! I paid $900.00 for the set and the mattress is terrible! I called Rothmans to complain , they no longer carry Springair and cannot help me with my problem! Im not surprised they dropped this defective product!
  • 0
    Nelson
    We purchased a Spring Air King size mattress (Model Form 424)with matching box sping in 2005. In 2008, I painfully discovered that the Spring Air matress caused me to have a biggest back pain I have ever experienced. I am a avid tennis player with no known back problems prior to this. The indentation measured is about 3 1/2 inch, and this far exceeds the limit set by the manufacturer. Since I switched to a much firmer mattress, my back no longer bothers me. Yes, I rotated the matress at recommended intervals. I am in the process of filing a complaint with the local JCPenny Outlet store.
  • 0
    Vicki, Chatham, NJ
    Dear Louie -

    I would love to hear how you made out with your complaint.  I bought my matteress a year and a half ago after a major surgery that required I get maximum lumbar support.  We now have a $1000+ bed that saggs on both sides and has a miserable hump down the center!  I've gotten no response or help from Spring Air and I've had to fill out numerous reports w/JC Penney.  So far, no luck.  I'm at a loss.  Please let me know how things progress for you.  Good Luck!
  • 0
    Barb
    Spring Air is HORRIBLE and customer service is just as bad. Mattress sags after 2 yrs & only one person weighing 125 lbs. sleeps on it. Spring Air wants "pictures of the sagging"..how stupid is that. 10 Yr. full warranty is WORTHLESS & they want $150 from me if they decide to replace it.
  • 0
    Marc
    WOW well same old thing after being married for 7 years and using my 5 year old mattress (a total of 12 years) my wife said the old Serta was to hard so we looked and looked and we were going to buy a King Koil from the Dump and the salesman at Sleepys said they were the worst on the market and thats why they were sold at the Dump. He talked use into a Queen Spring Air pillow top said the warranty was 10 years no questions and it was their top selling bed. 6 months later 2 huge sagg spots you have to roll up hill to get over the hump in the center and get trapped in the holes so bad now that you can't role over you have to push yourself up with your knees and arms and filp yourself. It's a NIGHTMARE no pun intended. Talked to the store and got the old we don't carry them anymore and a month later of it getting worse went back to the and store it's not a Sleepys any more it's a Rockaway bedding now and they won't even talk to us about it. P.S. we are both under 200lbs. Spring Air=POS Product
  • 0
    Jo
    I too have purchaes a Spring Air back support mattress. After 18 months we started noticing bumps or gathers that were forming on the pillow top. We submitted our complaint with pictures and we were told that the "warranty was void due to staining on the mattress". There were no stains on the mattress and when we asked for a futher information we got the run around. We persisited ant filed another complaint only to recieve a atandard letter of aknowledgement.

    Long story short- it has been alomst a year since we filed our inital complaint and we just received our replacement mattress. We had to file a comlaint with the Consumer Protection Agency to mediate with Spring Air.

    TIP- use any government agency that you can to get these folks to honor the warranty, persist and document everything!!! You will need to dedicate alot of time since any mattress company will do anything to avoid honoring their warranty.
  • 0
    Jabt
    I am so glad to see that I am not the only one with a complaint against Spring Air!!  We bought our queen size pillow top 2 1/2 years ago.  The first six months it was fine.  Then, I began having backaches. I notice the "body impressions" on each side that didn't go away.  We called to complain, and a mattress tester came out and measured the indentions, took pictures, etc. which he sent to the Spring Air Company.  Later, a rep from the company called and said the impressions weren't deep enough to be a defect.  He suggested we install a center support under the box.  This seemed crazy since we have four wooden slats under the box, and the problem is not at the center anyway.  Let me know if there is success in getting replacements in this situation.  I am fed up with this company!!!
  • 0
    sbassi
    We spent good money on a spring air mattress about a year ago thinking that it would be worth it for years to come...but already the mattress is sagging & has become very soft that we both wake up with back pain. We went back to Bedmart where we purchased the mattress & we were told that they no longer carry Spring Air & that so many of their customers have had the same issue...AND Spring Air owes them over thousands of dollars for the same problems. Please let us know if anyone has any success getting their money back or at least a replacement. Thaks.
  • 0
    sherry
    Does this only happen with the back supportor sets, or also the four season sets? or does this happen to all the spring air line?
    Anyone who can answer will be helpful, so I will know whether or not to cancel my order.
  • 0
    kelly
    Just got online to look up the warrenty info and found this site instead.  WOW!! We are having the same problems with our bed sagging, it started only 6 months after we bought it.  We have had it two years and decided that there is no reason for this problem.  We have only begun to start our inquiry of getting our money back.  We definetely do not want a replacement.  My husband has resorted to sleeping on the floor with his camping sleep mat and has better rest.
  • 0
    jaye
    I am giving my Spring Air pillow top away to charity and feel sorry for the person who gets it. It sags so much that I turned the mattress upside down and sleep on the hard plastic bottom side with a foam mattress topper. This was an expensive mattress and I don't know how they can go on selling them when they are obviously such poor quality.
  • 0
    unhappycustomer
    my husband and i purchased the four season back supporter less than a year ago.  big mistake..as it is the exact opposite of a back supporter! the first few months were heaven..and then it turned into the mattress from hell.  my  husband has pulled his back out and been out of work (unpaid) several times due to the pain he feels from a horrible nights rest.  

    i started the claim process three months ago due to 4" body impressions and a massive hump in the middle.  what an awful process! the claim form is ridiculous, the customer service is horrible and our local spring air dealers no longer carrying the brand.  spring airs website sent us to a dealer an hour from our home only to find that they hadnt carried the line for three years!  when i called spring air the rep told me it was my fault for not double checking and justified the inaccuracies by stating that the webpage is only updated every year or so.  

    it is hard to believe that we spent 1700.00 plus 110.00 for the stain guard and will have to pay an additional 150.00 to replace this piece of junk!  i would rather set it on fire and sleep on its ashes!  

    i called mattress giant in a last attempt for some help to find that they began selling the brand again..
    the manager was helpful and is trying to do his best to take over from here.  honestly i dont want a replacement..i would like my money back...but after hearing how so many of you did not even get this far i will take it for whats its worth.

    when all is said and done i plan on contacting the bbb & attorney general
  • 0
    unhappycustomer
    epinions.com states that all the lines are awful
  • 0
    unhappycustomer
    my husband is sleeping on a 200.00 spare bed and getting a better nights sleep than me!  he is 6'8 and its a full bed...so theres only room for one.
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