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Senate Furniture & Mattress

Soquel, CA

Mark of Scotts Valley, CA October 26, 2009

We purchased a $4300 California King sized mattress (Tristan by hattam & Wells/Spring Air) that has failed. In less than 2 years the mattress has developed deep body impressions and has lost all support where my wife and I lay. After hard selling us on this particular mattress, Chuck from Senate apologized and explained that they had stopped carrying mattresses from Spring Air because they were getting too many of the same type of complaints.

The mattress came with a 20 year warranty. We filled out all the warranty information and included pictures that clearly show the defect in the mattress. We were just told by the manufacturer that there was nothing wrong with the bed and that they were sending it back without doing anything. We were encouraged (by Chuck) to purchase this mattress and told the high price tag would ensure we would not have to worry about this type of thing.

Barbara of Soquel, CA February 22, 2005

I purchased a near top of the line Spring Air Mattress from Senate Mattress & Furniture on 2/97 at a considerably discounted price ($750). The mattress failed around Feb. 2004 and should have been replaced with a mattress of the "equal or higher quality" and "at no charge" per the Spring Air warranty. Spring Air's policy is that the customer must deal with the store where the purchase was made.

Senate’s owner, Chuck Berg and sales person, Sergio both argued with me, insisting I had to either accept the bottom of the line mattress, or pay the difference between the original sales price of my first mattress and the full retail price of a replacement which was comparable to the original (comparable mattress = $999). They would not extend to me their routine sales price instead of full price on the similar mattress (got a con job that it was a special sale which was over, yet another person was offered the sale price in the store, and their web site offered the sale price as well). I was given the run around, shuttled off to Letty at Spring Air (who would not respond to phone calls or emails). Senate was supposed to get back in touch with me, but they did not. They were waiting for me to come in and pay the difference for the comparable mattress. After 1 1/2 months of haggling, they finally relented and made arrangements with Spring Air to provide the comparable mattress (I was responsible for transportation).

Now, under a year later, the second mattress failed and Spring Air sent a letter saying the mattress should be replaced (note, it did not say repaired). We are going through the exact same routine. When I attempt to quote the Spring Air warranty, I am shouted over and not listened to by both Chuck and Sergio. This time, the closest mattress on their floor costs $1199 (not comfortable to me). I requested to pay the difference between that one and another, $1299 - $1199 = $100. Sergio refused, saying it should be $1299 - $750. They insisted a more comparable mattress existed, and expected me to drive over 30 miles to test it out. I did so, finding one at Macy's, but their model had an extra protective mesh, right where the other mattresses failed. Then Sergio told me Spring Air had decided I would have to have my failed mattress repaired, and I had no other choice. When I called Spring Air that was not what Letty told me.

Letty checked and said the Macy's mattress was not available to me (contract with Macy's). So, I could have my original mattress be repaired, or could search out the *comparable* mattress elsewhere. I called all the stores within 35 miles, but none sell that mattress. When I spoke to Chuck on the phone after that, he said the *comparable* mattress would cost $1099. I was prepared to pay the difference between that and the mattress I preferred, and seal the deal that day. Sergio broke in and insisted the *comparable* mattress (which they still do not have on their floor) was only $999. He also was arguing, now, that I could not upgrade to the better mattress without paying the difference between $750 and $1299.

On 2/10/05 I spoke to Letty at Spring Air, who said she needed to have a conference call with the other two, and she would get back to me that day or first thing the following morning. No word. On 2/13/05, a friend called about the mattress I was interested in (originally $1299) and it was now on sale for $1099.

On 2/14/05 I spoke to Chuck, who said he'd get me the *comparable* mattress (which I still have not been able to find or test) for $999. He'd just talked to Letty 1/2 hour prior, and she would be calling me. He did acknowledge he'd said the mattress value was $1099. He then proceeded to be very *confused* about it all, saying he didn't understand how warranties worked, so he couldn't discuss whether I could upgrade to the comfortable mattress because he didn't want to say the wrong thing. As of 2/22/05, I have not heard from any of them.

At the very least, I have not been treated honorably or fairly. I do not believe I Senate is operating in good faith. They will not resolve the matter and pass the buck, but when I attempt to deal with Spring Air I’m told I must work through Senate furniture. Neither company is taking active steps to resolve the matter with me. I believe they give people the run around and attempt to wear them down until the customer relents and pays the difference, so Senate can continue to make more profit on warranty replacements.

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