Simmons bedding company promises a 10 year warranty. I purchased my Simmons Beauty Rest "Do Not Disturb" mattress over 8 years ago. I decided to put in a claim when I noticed that my foundation (box spring) was getting worse and worse over time. Also to mention notable back problems that I've been having. When I sent in the warranty claim paper work and pictures, they responded that I was denied. The letter they sent was very similar to other recent complaints that I read on other websites, bullentins and blogs. As if they already have the denial letters already written up and on stand by. I contacted Simmons consumer service department by phone and couldn't get through for a few days. When I finally got a response, I spoke with the manager and she responded with every excuse that she possibly could to aid the denial of my claim. First she said my box spring did not match the mattress as a set and since they are not identical I was denied. When I proved that they were indeed purchased as a set, she veered on to another excuse. Claiming that the stock numbers doesn't belong to Simmons Company. Again when I responded and she further investigated it and found that it is a Simmons Company product here comes another excuse. Saying that when I moved from one address to another I must have neglected the mattress. I told her it is not the mattress and only the box spring. Then of course she said then I neglected the box spring. When I asked her what did she mean, she responded by saying I "crushed" it (????) and that my claim was denied do to neglect. I felt that no matter what I had to say, no matter how many times her facts were wrong, she had another excuse lined up for bat. Towards the end of the conversation, I thanked her for her time and asked her for her name. She didn't answer my question, but at least she said thank you before hanging up in my face.
I purchased this product manufactured from Simmons company in good faith. They led me to believe that they would stand by their product if it failed within the 10 years from the purchase date. This company was happy to advertise the 10 year warranty to "outshine" the competitors and gain my trust. Now that I'm trying to benefit from the warranty, they refuse to honor it. All I'm requesting is that they replace the box spring (the lesser expensive of the set) and reset the warranty for the box spring portion only. Is this too much to ask for???