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Montage Furniture Services
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1.7 115 Reviews

Montage Furniture Services Complaints Summary

19 Resolved
96 Unresolved
Our verdict: With Montage Furniture Services's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Montage Furniture Services reviews & complaints 115

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7:53 am EDT
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Montage Furniture Services Not providing service

First off, Ashely furniture here in Lexington has been tremendous in helping me with my problems with montage. They have serviced my furniture way beyond the year because montage will not, as a matter of fact the have canceled business with montage. As for montage, they are another story absolutely terrible. I have has 3 claims get denied after they failed to respond to my submitted claims. They say it is an accumulation of damage. I guess so with 2 little children who damage everything they touch which was the reasoning for purchasing this accidental plan. They will not cover natural wear and tear bit accidents only, how stupid. I am looking for my contract now so my legal shield attorney can handle them.

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Update by Bean30
Jul 11, 2013 7:54 am EDT

First off, Ashely furniture here in Lexington has been tremendous in helping me with my problems with montage. They have serviced my furniture way beyond the year because montage will not, as a matter of fact the have canceled business with montage. As for montage, they are another story absolutely terrible. I have has 3 claims get denied after they failed to respond to my submitted claims. They say it is an accumulation of damage. I guess so with 2 little children who damage everything they touch which was the reasoning for purchasing this accidental plan. They will not cover natural wear and tear bit accidents only, how stupid. I am looking for my contract now so my legal shield attorney can handle them.

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5:00 pm EST
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Montage Furniture Services Repairs warranty

Called, emailed and contacted the company multiple times to have a wooden bed frame repaired. Told someone would contact me within two days. People play passive game. They say we will get right back to you and never do. My wife has called three times. I have called three times and I have emailed them all the information they requested.

I will call the insurance commissioner tomorrow but won't hold my breath. I will never buy furniture from this store even though the warranty company is the problem.

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Montage Furniture Services Positive experience

With all these complaints, I want to offer my experience with Montage which has been very favorable.
I purchased an Ashley durablend sectional through an online reseller, and the delivery people damaged it getting it into my apartment.
Montage contacted me to set up a date and told me that the technician would call me the day before to schedule a time. The technician actually called me 2 days before, and we scheduled a time between noon & 2pm. I asked him to call me about 15 minutes before because I work close to home.
On the day of the scheduled appointment, he called me at 1:25 and told me he's about 15 minutes away. I left work & he arrived at my home a couple minutes after me.
The upholstery in my couch had several small tears in some relatively low profile locations, along the top edge of the back of the sofa and along the bottom edge of the front. I would have been pleased with the tears being patched - especially those on the back side. Evidently, Montage considers anything on the top side to be high profile, so no patch, they will replace the entire back side of the upholstery.
For the tears on the front bottom, he was able to pull the upholstery back and restaple it to (1) conceal it and (2) prevent it from spreading.
All in all, both remedies exceeded my expectations. The technician was timely, and he called ahead, so the impact on my workday was minimal.
I highly recommend Montage.

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crapcupoverflowith
Eugene, US
Dec 18, 2014 3:15 pm EST

Youre a liar! Montage doesn't cover damage done during deliver... That falls on the company you purchased the furniture for...

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patricia cropp
Columbia, US
Oct 11, 2012 2:07 pm EDT
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the only reason they did that was because it was there fault most places like furniture factory outlet u pick up its the damage that u cause once u get it home set up an some one flops on furniture an wood pop out back is how that works out for u or stains cant come out u will fill a little different about them.

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2:33 pm EDT
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Montage Furniture Services Worst service ever

Our claim to fix our leather couch has been open for over a year now. Over the past year, we have had a technician visit our home 3 different time. Each time he says we have been sent the WRONG part, and the correct part will have to be re-ordered, re-shipped, and we'll have to make ANOTHER appointment for him to come out to our home again. We are now on our fourth part. It says to allow 4-6 week to ship and receive the part, it has been 7 week. Still no part. I spent a few hundered extra dollars on this extra extended warranty. It is the biggest load of BS. I have been given the runaround for the past year. I will NEVER buy another couch from Ashley Furniture, nor any other store that deals with this service. Around the same time I bougth this couch from Ashley, I purchase a loveseat from a local store. I did not buy the extended warranty for the other. About a month after, I noticed the arm of the loveseat would make a very loud squeaking noise, when any pressure was applied. I called the local store, they had someone out within a few days to look at it. A week later, I received a brand new love seat. Even without purchasing any type of warrant. Needless to say, they have my business for life and I will never set foot in a chain company again. Their furniture is overpriced and cheaply made. Stick to the local stores.

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Montage Furniture Services Service & warranty

I purchase a 5 yr Ashley Warranty to cover my items up to 5K. I have had to use them twice. First time about a stain that would not lift from a microfiber couch and broken wood chair "foot rest bar", I called claim in, answered questions, they sent a tech out to repair, he repaired the chair foot bar, and said he fixed the stains on couch, stains never came out, called again about a year later for same dining set, different chair, this time customer service very rude, said they have a new policy that is totally archaic, you have to print out a claim form, 4 pages, sign and then mail it back before anything is actually done. I asked why different then last claim, and service reps were very rude, unhelpful and first time i called for the second claim, wasn't even made aware of the new change. They are incompetent, they do not notify of any changes in policy, and will do their damn-est to sway you from filing a claim. I paid good money for a warranty for the expensive furniture and they fight you every step of the way. Very Very dissatisfied and the hassle and time is not worth the extra money.

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4:58 pm EDT
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Montage Furniture Services Terrible warranty

My husband and I purchased a whole living room set at Furniture Fair. The salesperson led us to believe that the insurance was a smart way to go, and that it covered just about Everything. However, 3 months after receiving the furniture, water was spilt on the table for no longer than 3 - 4 hours, but had left many bubbles and peeling of the wood. The insurance company does not cover Bubbling or peeling, OF COURSE! DO NOT PURCHASE FURNITURE AT FURNITURE FAIR NOR GET INSURANCE THROUGH MONTAGE FURNITURE SERVICE...TRUST ME ITS NOT WORTH IT

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Montage Furniture Services No warranty from a warranty company

Purchase 6, 000 in custom made amish furniture, was told by the sales person that the warranty company would cover everything, including our dog if he scratched the furniture no problem. 500.00 dollars down the drain this company has come up with every single excuse you can think of not to honor our policy even those not related to the dog. Take pictures of all of the damage, fill out leghtly form which has to be snail mailed a long wait and for them to finally email us a long list of why every request would not be covered. Do not buy an extended warranty from these guys hugh waste of money.

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CBLAIR
, US
Mar 16, 2012 3:03 pm EDT

I am currently going through the same thing. I bought a leather couch a year ago and the leather is cracking and they would not replace or fix that...if it was normal wear and tear it would not happen within one year especially when it is taken very good care of. The problem is, is that it is cheap made furniture from ashley that they make a huge profit off of, then they scam people making them think this insurance thing is to die for...well its not. Oh they also told me that they only cover accidently occurrences so then I told them I had an end table that I spilled a drink on and it bubbled and made the paint crack sounds like an accident to me...well guess what they didn't cover that either! Montage furniture insurance is a joke DO NOT PURCHASE IT THEY ARE SCAMMING EVERYONE!

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7:52 pm EDT
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Montage Furniture Services Turned down claim

We were told that Montage Furniture Services would fix our furniture if anything went wrong with it. We paid $179 for coverage and now the first time we submitted a request for repair they have turned it down. That was after having to document the damage and mail it in (they refused to allow for an online submission). This is not a legitimate company. Do not let a store talk you into purchasing this plan.

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ibiene09
, US
Apr 08, 2016 4:59 pm EDT

they are criminals that need to be locked up. They look for every way to deny a claim so they can keep the money.

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ibiene09
, US
Apr 08, 2016 4:57 pm EDT

They are liars, rude, and a complete waste of money. I filed a claim on my sectional while moving out of my apartment the furniture got stock in the door and reaped. this fools states the damage did not happen at my home. are they crazy... i am freaking paying for the apartment. They are full of BS. I should have used that money and treat my dogs. Instead i gave it to liars. SMH... Now i know to never use them in my life. save your money people.

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STUPID PERSON 4 BUYING THIS INSURANCE
Miami, US
Dec 15, 2011 2:57 am EST
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HUH WELL U GUYS JUST PAYED THAT MUCH E PAYED 750 DOLLARS 4 NOTHING I SWEAR THEY STOLD OUR PONEY FROM OUR POCKETS SME THIND WITH US THY SAYED OHHH WE CANT FIX IT BECAUS IT ACCUMALATES DURING TIME ABOUT MY BREAKFAST BENCH U SIT ON IT U HEAR SCREWS FALLING OUT I HAD IT FOR 9 MONTHS THEY SAYED THAT HAPPENS DURING TIME SO WE CANT DO IT IM LIKE HELLO THATS Y ITS CALLED A 3 YR WARRANTY ITS9 MONTHS AND U GUYS AYED NO I SWEAR I SHOULD HAVE SENT THAT MONEY TO HAITI OR INDONESIA OR THOSE PLACES THAT REALLY NEED THE MONEY THATS MONE WELL SPENT NOT LIKE THESE SCAMERS AGAIN BEWARE THEY WILL SWEET TALK U BEWARE

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furniture10
albee, US
Jul 29, 2011 4:08 am EDT

read the terms of the plan first before you ###! does it state it covers everything NO!

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3:43 pm EDT
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Montage Furniture Services Credit

I too had the same problem with mfs... First of all it took them forever to a process my claim. I swear it took damn near 4 months, and their excuse was that they didnt have the proper paper work wtf? I sent them everything that grand furniture gave me, plus grand furniture themselves fax them paper work! Now in my case when I wanted the same bed set that fell the held apart on me... So when I went to the store to repick my furniture set out my bed set cost more then what it did when I purchased it 6 months ago... Wtf... So instantly I said im not paying the difference. Of course they said I had to or I needed to pick out another cheaper bedroom set, huh so what about the other pieces I have at home? They expected me to have a mitch match bedroom set. #, with some fussing and ranting on I was abled to get my bedroom set for the same damn price! They were out of their damn mind if they thought I was going to pay out more money or have a mixed up before bedroom set!

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Montage Furniture Services Warranty not honored

I purchased a recliner chair from you store in Brandywine, Maryland in November 2008 for 549.00 in addition I purchase a 5 year warranty plan for $149.00 in cash.

In June of 2010 I contacted your office to have someone to repair the latch on the chair because it did not work. I was told that a representative would call me back with a date to come to my home for repair. A representative came to my home to repair the chair and was unable to. He told me it would be 4 to 6 weeks because he had to order a part. After waiting 8 weeks I contacted Montage Furniture Services to inquire about the part. I was told that they could not get the part and the chair had been discontinued and I would receive a refund check in the mail in two weeks.

In September, I contacted Montage to ask where my refund was and was told that someone did not put the information in the system. I then, I requested to speak with a supervisor because this had been going on for 3 months and was told no supervisor was available. The representative told me that I had to tell her what was going on and I did. She told me that I would receive a letter in the mail which I had to sign before I could get a check mailed out and no one put the information in the system that is why I did not receive a letter. I then left my number for a supervisor to contact me which no one ever did.

The very next day I call again and was told that my information was in the system and that I would receive a letter in 2 weeks. I received a letter in the mail on October 6, 2010 stating an offer for $219.00 and I had to sign the letter and return it within 10 business days.

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I contacted Montage on October 11, 2010 and spoke with a representative to ask for a full refund. I was told that they only pay 40% of the original price of the furniture if they no longer sole the chair. So I asked where that was written I purchased a five year warranty and did not see that in the contract. I representative told me that that is what they offer and it was not in the contract. I then asked could I get a credit she stated usually people just take the offer. I could go into the store and get a manager to write up something for $545.00 what I paid for the chair and fax it over to the office and it would take about 2 weeks before the would make a decision whether it would be approved.

I went to Regency Furniture store on October 23, 2010 and asked for a manager that handles the warranty. I was told she was out and would not be in until Monday. I then explained the situation to the representative in the store. She asked me could she see the offer letter and reciept and I showed her. She then looked in the computer and said “I don’t see where they told you to come in and pick out some furniture, but go ahead and we will have the representative to contact you on Monday. We don’t give refunds and if you find something you like it has to be a recliner chair only.

I paid for a warranty for 5 years in the contact it states “If the original selling retailer is not able to replace the Covered Product originally purchased of provide a satisfactory substitute product. You will be given a refund of the price of the covered Product, excluding sales tax, reinstallation and delivery cost”.

I purchased a set for my family room and went to your store to find a matching piece and was unable to do so. My sales representative looked on the computer and could not obtain a leather recliner that could match my sofa because of the color. Therefore, I am requesting a full refund of $545.00.

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action12
Slc, US
Jun 03, 2011 11:45 pm EDT

I can't believe this compact did you ever get your money

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fharris
Waldorf, US
Jan 19, 2011 8:34 pm EST

This sounds like more of a problem with montage then Regency? I'm not sure but usually if Regency can handle something they do at least for me they did, but sounds this problem had to go through Montage.

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Montage Furniture Services - failure to honor warranty

I have experienced the same situation as others have reported on this site. I spent over $2, 400 with Ashley Furniture and with a very aggressive sales pitch from the sales guy elected to purchase the Montage Premium Protection plan. I was told that the plan would cover anything that happened with the furniture. The furniture was leather and someone spilled...

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Montage Furniture Services - Protection plan

I purchased the 5-year protection plan from American Furniture Galleries on several pieces of Ashley Furniture including bedroom and living room furniture. I was told this protection plan would cover absolutely cover anything. In the year since I purchased my furniture I have needed to use the protection plan twice. MFS will not service either claim. The...

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Montage Furniture Services - Procrastination of warranty service.

I bought $5200.00 worth of furniture from Ashley furniture in 2007 and was talked into buying a 5 year warranty from Montage Furniture Services with sweet talk about the great plan and quick service. The following is a quote off their website: "MFS distinguishes itself from its competitors by offering personal, fast and friendly service — delivered by...

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Montage Furniture Services Approved claim did not do the work

Montage Furniture Services: Paid for a 5 year warrantee on table top. The company responded and approved my claim. It had merit. Then simply did not support getting the replacement part. I gave them ample time to make good on the claim. They kept coming up with excuses, trucks delivering are slow and not moving, a warehouse closed down... the list went on. I continued to stay in touch with them and 10 month later and many emails and phone calls (what a waste of time) I still do not have my replacement table top.

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neverpurchasetheprotectionplan
Sacramento, US
Jul 07, 2010 1:25 pm EDT
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This sounds like a good complaint for the Better Business Bureau.

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angry Marie
Lugoff, US
Jun 14, 2010 12:20 pm EDT

buyer beware !

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Masa Mutoh
Opelousas, US
Mar 30, 2010 7:02 pm EDT

WE have been dealing with a bed that Montage authorized for replacement since June 09. We picked out a bed and the retailer refused to order it. Both Montage and the retailer kept blaming each other and now the original 5 year warranty has expired and despite having an approved claim for a replacement bed since June of 2009, they are trying to say the warranty is expired now. I feel that I need to get an attorney involved.

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Montage Furniture Services Claim

I don't even know where to start with this company. All I can suggest to you is to complain to the BBB about them. I have been going on and on with these people for at least 2 months now. I rushed home the day the appointment was set up only to have the technician leave after 20 minutes. He did not clean everything, just one little stain. Then the company tells me that I should get a general cleaning. If only 2 spots are dirty exactly why would I get the entire sectional cleaned? I have a 9 piece sectional and if only 2 pieces are dirty how do they get that the entire thing is dirty? I'm sure it was because he came at 4:30 and then wanted to leave. I have been calling everyday and they promise to get back to me, noone ever calls you back. Then there is a frame broken on another piece of furniture that I bought and they ripped the cloth off to take pictures and never even put it back on. what terrible customer service and work. This nonsense that they call a company shoudl be out of business. All they do is rob you of $200. I would like my money back. If they do this type of work to me and after reading all these complaints, I will NEVER AGAIN purchase a protection plan with this company. It clearly states on the contract that they clean stains except for bleach and also that they fix the framing to the furniture. WHAT A LIE AND A RIP OFF - STAY AWAY FROM THIS COMPANY AND I SUGGEST TO ALL OF YOU WHO DO HAVE PROBLEMS - CONTACT THE BETTER BUSINESS BUREAU, THAT IS WHAT I AM DOING AND I WANT MY MONEY BACK!

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gabriela pereda
chicago Il, US
Feb 04, 2024 6:31 pm EST

I purchased a sectional back in 2021 at five star furniture , everything was good until part of the seam separated and ripped…

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Zachy Matos
Hialeah, US
Mar 11, 2023 1:08 pm EST

I have made two different claims to Montage on a sofa I purchased from El Dorado Furniture. The sofa is broken, in different parts, the recliner bottom side, the leather ripped, and they have denied all my claims. I have been dealing with this for a year now. They are scamming people with that "insurance" purchase.

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clyde barrow
, US
Jul 17, 2017 8:01 pm EDT

I filed a BBB complaint last year against Montage, not that they were going to do anything about it. When I'd called them to service my furniture under their insurance, they will, I have to say, pretty responsive. It was that it was handled in a manner that made it seem the village idiot was in charge. Matched furniture repair to a picture of the furniture instead of a swatch of material - which was available. What you need to be most aware of is that complaining about them causes someone in their office to start sending you SPAM on your phone via texting. And it will go on non-stop. Have recently filed a motion for a trap and trace on the true outgoing number they're using --- which is how we know it is them. Legal action awaits. Just need them to call a few more times to make the case. They must not have much to do there in South Dakota to have time for such childish nonsense.

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ChiomaA
, US
Jun 30, 2021 4:48 pm EDT
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My furniture is still under warranty. I suggest we look for an attorney for a class action. This company needs to be investigated and I am ready and willing to testify. I still have all my documentation and my warranty is still open. This is just a daylight robbery. Please let me keep this going. Hopefully, we will have a whistleblower: my policy # is PMCTB23710900X

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Jules2181964
Vestal, US
Nov 29, 2021 3:42 pm EST
Replying to comment of ChiomaA

I agree and was thinking the same thing. I filed a claim a week ago on their portal. I see that the damage has been verified. I sent a couple messages back through the portal, no answer. I have been on hold for literally 3 hours so far and they keep going back and forth saying it will be 5 minutes, then 25 minutes and back and forth. It has given me plenty of time to read reviews and I have not found 1 review over 1 star (most saying they wished they could have left 0 stars). Then in reading the BBB reviews I see they deny seam separation - which my claim is - but will pay for pet damage, spills and such. I am truly going to start a class action suit if this does not get resolved and within a reasonable amount of time!

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Darrell Heichelbech
, US
May 22, 2017 12:20 pm EDT

Unbelievable. You must report the damage within 30 days of the incident or it's not covered. What difference does it make when the table was nicked> I will not buy another Montage protection plan. I guess it's best to lie to them and say the damage happened the previous day, then it would be covered. Unacceptable customer service.

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Michelle Dunbar
, US
Apr 20, 2017 8:41 am EDT

Bought a two-piece sectional in October of 2016. It was torn (not sure how; assuming something was caught in the fabric). Submitted a claim to MFS, that was promptly denied, because they claimed it was scratched and not torn. When I called to tell them it was torn and not scratched, I was advised to take a new photo holding the tear open to prove it was torn. I did as instructed, submitted the new photo, and the claim was denied AGAIN, because they claimed that it wasn't originally torn, and so the tear is "secondary damage" (basically, they're saying I further damaged the couch that I"M STILL PAYING FOR, just to get it repaired for free). Mortgage Furniture Services is a scam. It's set up to take your money and then deny your claims.
DO NOT do business with this company. If you buy furniture from a store who uses this company DO NOT buy the protection plan, as you will be throwing your money away. Next to the BBB, and then to every furniture store in town to spread the word about these scam artists.

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Mary F L
, US
Aug 11, 2016 7:21 am EDT

After reading all the complaints on page 1 of numerous pages and several additional categories of complaints, I am left wondering how this company can still be in business? What is the BBB doing to stop this company from fraudulent business practices? My situation involves a cat urine "stain" on a dark brown, plush sofa. The only "evidence" this company will accept to "prove" the stain exists is visual e.g. they want a photograph. No one can detect a cat urine stain visually on a dark brown, plush sofa--not even a person with super human visual acuity! So, I am left with them sending out a technician twice to clean the section where the cat peed. The sofa fabric feels different where the "stain" is located, and of course the smell is still there ("we don't cover odor"). So, if one were to pull back the fabric and see discoloration, which is what the company should do, then what would they do to remedy the situation? After I expressed that the stain was not resolved, they have it documented as resolved. I have lived with this stain section of furniture that no one will sit on because it is disgusting. I purchased the protection plan to "protect" myself from an situation like this--believing that the company would replace the furniture as it states in the protection plan. After 18 months of cajoling by my family, I tried to get the company to respond to rectify the stain. Now they say, according to the protection plan, I waited too long. Same stain, same poor customer service. Had I looked on line before purchasing this plan, I would NEVER, I repeat--NEVER, have purchased it. BBB where are you? And, by the way, there is a comment on the first page of complaints that uses the "F" word in defense of this company. What a terrible example of this company's tactics to respond to these complaints using inappropriate language to try to detract consumers from the REAL issue, their practices and poor customer service!

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#montageisaripoff
, US
Jul 16, 2016 8:48 am EDT
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I am very disappointed in both ashley furniture and this so called protection plan company. I am very meticulous in the care of all my furnishings. And upon contacting this service, they state that it is normal wear and tear on my part. For the fabric to come unraveled at the seams. So basically all they do is rip you off. And contacting Ashley furniture is no help, all they state is we can't make them do anything on their part we just sell the policy. Well why would you associate your business with a company that is ripping people off. Are you getting some type of cut for the policy.

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Jamie Thompson
, US
Jun 14, 2016 5:51 pm EDT

Question! I had a good experience with Montage my problem now is with Ashley Furniture... Montage gave us a credit with Ashley for the amount of our table! Great! Now Ashley says we need to bring it when we pick up our new one which we had to get a different one cause it so happens the table we had is discontinued! Why should Ashley furniture get our table when they get all the money from our other table?!

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janwilliams48
, US
Mar 21, 2016 6:19 am EDT

Tired of trying to get montage to fix my furniture--I already have a claim and you do is pass the buck and haven't fixed the problem claim started 1-1-16.

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janwilliams48
, US
Mar 21, 2016 7:09 am EDT

This is the worst excuse for an extended warranty co. ever. I submitted a claim and received a letter from Montage on 1-4-16 and still having to deal with them 3-20-16. Between Carol House in St. Louis, MO and Montage Furniture services they are terrible at consumer service. They pass the problem to the other company and nothing ever gets done. If they think I'm going to give up, they are badly mistaken. I will continue to call them everyday until they complete my claim and fix my furniture. On Jan.7, 2016 I went to Carol House looking for other furniture and at that time I submitted a claim for a automatic reclining loveseat, I had purchased from them, and that had stopped working. The $969.00 recliner (ordered 2) was next to new and I had purchased $199.00 protection plan. When you need to use the service, they pass the buck back and for claiming I needed to talk with the other company. They finally sent a technician out to see what was needed, and I received an email stating the part had been ordered and would be sent to me and I would have to call them when it arrived. After not receiving the part after two weeks I contacted Montage and was told Carol House had to order the part. According to emails I received, Carol House had ordered the wrong part and it needed to submit again and that was the reason I hadn't received the part. More time passed and the part finally arrived. Called Montage to tell them and said a technician will call to set up appointment. Technician came but couldn't install it because it was the wrong part and took the part with him. Call Montage and was passed to Carol House with no success. It was the blame game. Finally called Lane Furniture Co.(manufacturer of the leather loveseat) and finally talked to someone who cared. After giving him the serial number he had all the information he needed and within two three days called to tell me that UPS would be delivering the part that day and to call Montage to set up an appointment. That was four days ago. They called to setup an appointment on GOOD FRIDAY(between 1-3) and I couldn't-would be at church. Called Montage this morning and was told I needed to wait for a technician to call to get a new appointment. Between Carol House and Montage Furniture Services I will never use these companies again, and they call this customer service, what a joke! As someone mentioned, I will be filing a complain with BBB.

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Phone number

1800 686 5559

Website

www.montagefs.com

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