The Home of Foam - Jaime Sullivan failed to honor my approved warranty claim Spring Hill FL

This report details a series of deceptive business practices and unprofessional conduct by Home of Foam and its owner, Jaime Sullivan. The complaint stems from the company’s failure to honor a warranty claim on a Nectar Premier Hybrid mattress and their attempt to charge additional fees after the claim had already been approved. Furthermore, the business engaged in humiliating and false accusations against me rather than providing a resolution. In November 2024, I purchased a Nectar Premier Hybrid mattress from Home of Foam under the assurance of a Forever Warranty covering manufacturer defects.

The salesperson, Ron, guaranteed exceptional customer service and that any defects would be fully covered. Over a year later, the mattress developed stitching defects (seam tearing). Following the warranty process, I submitted all required photos and documentation directly to Nectar. My claim was approved, and I was instructed to contact Home of Foam for a replacement. Owner Jaime Sullivan assured me he would handle my claim and order the replacement. I waited over three months for the replacement, only to discover upon delivery that I was being given a lower-tier model instead of my original purchase. Jaime then attempted to charge an additional $699 plus tax for the correct model. Later, on the day of delivery, I was asked to pay an additional $500 at my doorstep.

When I refused to pay additional fees, Jaime Sullivan changed his stance and claimed my mattress had “stains,” which was never mentioned before. Instead of resolving the issue, the owner publicly accused me of urinating on my mattress, a false and humiliating statement aimed at discrediting me. I am 27 years old with no children, and I provided the same photos that Nectar approved. Jaime’s response appears to be a deliberate attempt to shame and discredit customers rather than address legitimate concerns. Instead of addressing the issue professionally, Home of Foam copy-pasted their aggressive response from my Google review into the Better Business Bureau (BBB) complaint. The response was defensive, misleading, and focused on personal attacks rather than providing a resolution.

The company failed to stand by their warranty commitments and engaged in stalling tactics, misinformation, and attempts to extract additional money from me. Due to the deceptive practices, misleading warranty handling, and unethical treatment of customers, I strongly caution others against doing business with Home of Foam. I am seeking a resolution in which I receive a replacement mattress of the exact model originally purchased at no additional cost, as per the approved warranty claim. I have filed complaints with both the BBB and Nectar, and I am exploring further options such as a credit card chargeback (if applicable) and small claims court if the issue is not resolved. This report serves as a formal consumer complaint and public warning regarding the dishonest and unprofessional conduct of Home of Foam.