Consumers often have questions about the inspection appointment. We hope this list of commonly asked questions and answers gives you the information you need about our process.
Q: WHEN WILL I BE CONTACTED FOR AN INSPECTION APPOINTMENT?
A: Within 1-2 business days of receiving your name and contact information from the manufacturer or retailer, we will call you to verify your home address and find out when you might be available for an inspection appointment. Then, we will establish a set appointment date and time with you a few days later. Please always check your voicemail--we leave information regarding your appointment that you might not want to miss.
Q: HOW SOON WILL AN INSPECTOR COME TO SEE ME?
A: Our goal is to get you scheduled as soon as we can. We usually see customers within one week of verifying their contact information. Rarely a customer is waiting more than two weeks to be seen.
Q: WILL I HAVE TO WAIT ALL DAY FOR THE INSPECTOR TO SHOW UP?
A: No. We schedule appointments in a 2-hour timeblock. For example, if your appointment is 10am-12pm, that means the inspector will most likely arrive at 10am but no later than 12pm that day. **You must be home at the beginning of your window, in case the inspector arrives right on time.**
Q: WHAT DO I NEED TO DO ON THE DAY OF THE APPOINTMENT?
A: Before the inspector arrives, please remove everything off of the mattress--the sheets, pillows, mattress covers--etc...And, since dogs are very territorial (even the friendly ones), we ask that you please secure your pets for the safety of the inspector. This will prevent injuries and liabilities.
Q: WHAT HAPPENS AFTER THE INSPECTION APPOINTMENT IS DONE?
A: The inspector will submit your report to the retailer or manufacturer after you are seen. Then, the retailer or manufacturer you filed your claim with will contact you with a decision by mail, usually in about ten business days. Total Bed Inspections LLC does NOT make the decision about your warranty claim. We only gather information needed for the report. Please do not contact us about the status of your warranty claim, or ask our inspectors what the decision will be. We do not know.
Q: WHAT HAPPENS IF I NEED TO CANCEL MY APPOINTMENT?
A: We understand that things happen. However, we do require at least a 24-hour cancellation call or email, prior to your appointment. Like any doctor's office or hair salon that sees multiple customers within a day, we need to know as soon as possible that you will not be available for your appointment, allowing perhaps another waiting customer to be scheduled in your place. If you do not call or email us in advance, or if the inspector arrives at your home and you are not there (or do not answer your door), you will not be contacted to be re-scheduled. You will then be turned back over to the company who sent us your request.
Q: AREN'T YOU THE SAME COMPANY AS THE MANUFACTURER OR RETAILER?
A: No. We are Total Bed Inspections LLC-- a separate third-party inspection service that only does inspections and reports. We do not have any decision-making authority about your warranty claim being approved or denied. We only report the facts as they are.
Q: CAN YOU SEND ME A COPY OF THE INSPECTION REPORT?
A: If you did not personally pay Total Bed Inspections for the inspection report yourself or initiate the claim on your own, we are unable to provide a copy of it to you. The report gets sent directly to the retailer or manufacturer that you filed your claim with. They review it and make the decision about your claim. You would need to ask them for a copy of it.
Q: WHY WAS MY CLAIM DENIED?
A: We do not know. Total Bed Inspections does not make the decision about your claim. The retailer and/or manufacturer have their own guidelines for why they approve or deny claims. You will need to contact them to find out.
Should you have any other questions, please let us know. Send us an email using our "CONTACT US" page and we will answer your query shortly. Thank you!