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Description of Work: Letter to Banner Mattress: I purchased a mattress from Banner Mattress Company on February 23, 2002 at a cost of $1000. During this year of 2011, I was noticing a “gulley” forming where I slept most of the time. I turn my mattress regularly and noticed I had “gulleys” on both sides. I stopped at the store at Hill & Holland Sylvania to ask about the problem. I was told by your Sales Woman that particular mattress has a 10 year full warranty plus a 10 year pro-rated warranty, and is a very fine mattress. The sales woman suggested that we schedule an inspector to make an assessment which was done August 25, 2011. The assessment was done by using a cord that stretches diagonally across the bed over the gulley. In the gulley was placed a weightless foam cube to measure the indent. The inspector said Banner wants to be “fair”. The inspector took photos for proof that the mattress was not indented “at least 1 ½” as is your criteria for a manufacturer’s defect. I weigh more than your weightless foam cube. Using a similar method as an experiment, using a more realistic five pound weight, I measured the indent of well over 3 inches. Photos provided. This is a manufacturer’s defect. I requested a second inspection on Monday, September 12, 2011. The second inspector agreed with the original inspection and assessment, so I showed him my method with a five pound weight. He said Banner doesn’t measure that way. I asked the inspector to take this letter of complaint with him to Banner Mattress Company for consideration. I have until February 2012 to make a claim on this issue, and I disagree with your measuring device and your decision that this is not a manufacturer’s defect. It’s like saying “your roof only leaks when it rains”, “your tire is only flat on the bottom”, and “your bed only sags when you are in it.” I can’t be the ONLY dissatisfied Banner customer if this is their resolve. I know it is your job to protect your company, your bottom line and your warranty. But at what cost? Why do you even offer a Warranty if you have no intention of honoring it? Your warranty is a deceptive sham and a scam. You are choosing to NOT stand behind your product or your warranty, using a weak method to justify your decision. I chose Banner Mattress Company because I wanted to do business with a Toledo Company. I even chose a Banner “manufactured” mattress, “manufactured right here in Toledo” to support a Toledo Company. I work for a very popular big box store in Toledo. We have over 37,000 members who love us. Our parking lot is always full. Why – you ask? Because we make sure our members are always satisfied with the products they purchase in our store, and we stand behind our products. These are not products WE manufacture, but the products we represent. No questions or hassles are included with their refund and returns. Our members speak very highly of our services and employees. I am requesting a full refund for a defective product that I purchased from your company that you manufactured. In my eyes, this is a defective product that you and your warranty should stand behind.