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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 something on the leather which discolored it. I have been fighting this for 2 years and Montange, after initially denying the claim because I did have a certificate number that I was never provided, they finally sent a technician out to look at the furniture. It is now 2 years later and this particular line has been discontinued by Ashley and the local Ashley general manager told me that Montage would have to replace the entire living room suit. Needless to say, they are now claiming, that while this area is very limited, it is considered normal wear and tear.They have since come back and offered me a limited settlement which does not cover the replacement cost for the entire suit. There should be enough of us out there to stimulate a class action suit against these people.
I would like to know what we have to do to force these guys to be accountable, and I would also like to know what the incentive is for the Ashley sales force to market this so called product as aggressively as they do.
The complaint has been investigated and resolved to the customer's satisfaction.
![American Furniture Warehouse [AFW] reviews, listed as Montage Furniture Services](/images/business/48-48/106476/american-furniture-warehouse.png){kind=small}
Contacted Ashley furniture this past weekend and the gal I spoke to said that in september of this year will be when my 5 year warrenty plan is up and to call back, they will try and contact Montage for the cleaning and if they cannot get through to them they will replace my entire couch if they still have that model or give me a store credit for the purchase of my couch. At least that was my understanding. Sounds too good to be true.
Same here as Linda! Sales pitch claimed that it would cover anything. So we purchased the protection plan for $600 + and the furniture is falling apart. Our claim was denied. Totally frustrated and would like to see what is the next step in holding this company accountable for what they claim!
Purchased a couch in September 2019. Purchased the coverage that stated if they could not clean a stain off they would replace the cushion. Got in touch with Montage to file my claim and they said to e-mail them photos along with the other documents. No one ever contacted me and when I tried to call I would stay on hold for up to an hour with no answer. Ashley Furniture said that they were having issues with that company and had started using a different one. I am thinking about taking this company to small claims court, if they are unable to resolve it somehow.
Very misleading in their Protection Plan brochures. Haven't even had our table a year and they refuse to repair/replace and we submitted the claim as soon as we saw evidence of 'lifting' of the finish. As we told them we had a Birthday party and at the end of the day we noticed a glass was left on the table and soon after that, the finish started lifting. The brochure, and the salespeople at the furniture store where we bought it, stated that accidents are covered...apparently not the case.
Please contact me. I am all for a class action lawsuit. I have had my furniture for barely 2 years. Bought it from Missouri Furniture and the seat cushion has ripped and break down of arm rests. Montage has refused to honor their warranty stating we didn't contact them in 30 days? It's a 5 year warranty! They closed our claim. No help and Missouri furniture claims they no longer carry their warranty.
Thanks Missouri Furniture for selling a crap warranty and passing the buck.
We have filed a BBB review but this company needs to be held accountable for not upholding their warranty.
How do we contact you? I too would like to file with you and take these guys down. This absolutely should not be allowed to take place in our country
How do I contact you? I would love to file with you also, we’ve had our furniture less than two years and have been fighting to get repairs done. They canceled the part and didn’t notify me or reorder until I called and questioned about it. I’m still waiting. They still owe me two mattress covers that we paid for.
Hi Sam - I am a producer working on a story after we received complaints. Can you contact me? cheryl.mettendorf@abc.com anyone with issues with Montage can reach out to me on the email above. Thanks
Hi all,
I'm going through something similar. I had purchased a couch with warranty from Montage. On filing a complain, a technician came in and confirmed that it is a valid concern however Montage is now saying that the couch is backed up and they can pay me $400 for $1100 couch. I called Zuri (retailer through whom we purchased the couch) and it is available for delivery in 2 weeks. When I'm contacting Montage with the above updates, I'm getting no responses. Not sure where do I go from here. Really bad experience!
If Montage happens to read this here, please check my claim - PM1661911-21A
Thank you!
Please tell me how to file a class action. I have the warranty paperwork and they now say "do not cover a broken frame". I know this is one of a long list of examples. There was pushy sales person to get the $300 warranty and they do not live up to any of it.
I definitely will file a claas action suit with you all and i want is mthe money i paid for the warrenty refuneded
But same thing one page says they cover it then they say they will not its a scam
Add me if their is a class action against this fraudulent company.
Please see below the response from Montage after I filed a claim to have my furniture fixed or replaced per my warranty: please read:
REPLY FROM MONTAGE ON A 3YR OLD FURNITURE
Following a thorough review of your claim, we regret to inform you that we are unable to service the reported problem for the following reason:
The information provided to us indicates that your problem is caused by general wear of your Covered Product, and is not the result of a structural breakdown or accidental damage. Your protection plan does not cover wear-related issues, such as fading, wear, seam separation, stress tears, loss of foam resiliency, pilling or fraying of fabric; leather or vinyl color loss or cracking and peeling, splits on bi-cast leather, and scratches, dents or chips that do not penetrate the finish or expose the substrate.
Please refer to your protection plan Agreement terms and conditions for additional information on the coverage and exclusions of your plan.
If you have any questions about this decision, please contact the service center at the number listed below. Please have the Claim ID listed below available for reference. We can also provide you with a referral to a professional service technician in your area who may be able to assist you with correcting this problem.
Sincerely,
Customer Service Center
[protected]
Claim ID: PM2039436 *Please add CustomerService@montagefs.com to your safe sender list or address book.
I have been given the run around for the past two months on my sofa on my warranty to get replaced I will not ever buy furniture from a company that has MFS for warranty's your service is very unsatisfying and will make it my duty to tell as many people about your terrible service not to buy your warranty's went online to complain to BBB about these company
Just had the same thing happen to us. "lost the pictures, found the pictures, lost the reciept, found it... first technician said our couch was a total loss. Suddenly they needed another opinion ( that is when the pictures they found...were lost again ) then the claim was denied as "normal wear and tear". Really? The seat cushions ripped in half... the arms on the couch collapsed, springs are hanging out. It is 3 years old and cost 3 grand.
I cant stand scammers
Yes this is true. We had a similar situation and they said that it is common wear and tear. How could weather rip in just a span of 1 year?All their furniture is sub standard and this warranty is a scam. We should take some action.
I say that we should all get together and file a class action suit... They lie and take your money to get you to sign up and when you go to file a claim they say that it isn't covered.
1000000%
YES! Count me in!
Totally agree to all the above complaints. We bought a leather sofa and it got ripped accidentally, but the montage people sent in a technician twice to check the sofas and they are calling it wear and tear and not covering anything. Think this company is a scam and they dont provide any coverage. Total waste of money and mental torture while filing the complaint and attending all the phone calls.
Yes, this company is a SCAM and we should all pull together and get a class action lawsuit going, to stop these types of businesses from being dishonest.
Where do we go!?
We are looking for new furniture 3 years after our purchase of a living room suite with the same company we originally purchased. During our look we realized we had purchased the warranty from the same company with our previous purchase. We decided amid looking to call and get the sofa fixed which had begun to sag between two of the cushion's, we diagnosed the issue that the springs had just worn out. Although we have not yet been rejected as of yet the dialogue with the insurance company has been argumentative, and highly technical. We were told that with out our contract number the warranty was effectively voided as they had no way to verify our purchase. We have had to find tags on furniture, original contract documents etc.. just to get the claim in the mail. They will not deal with you electronically everything is snail mail. I find it difficult to believe based on the documents we signed with addresses and many identifiers that they don't have a database with our name on it that would identify us.
It all seems a little squirrely to me. The sales staff was building up the warranty for our leather furniture purchase as the cure all end all of maintaining the furniture. We almost made the decision but elected to try the warranty route first. SO far we have been dissatisfied with the customer service aspects of our incomplete claim.
Based on some of the reads here i would highly recommend that you purchase furniture based on your typical ware and tare and leave the warranty alone. With 5 grand children and the way we treat furniture we will stick with cloth stuff that we can replace and not have to fool with insurance scams as this is looking to be.
Yes this company is a scam, I have purchased over $3000.00 bedroom outfit and of course it has been discontinued and the four poster bed has been damaged when I was doing some remodeling in my home. Plus all of the dresser and the night stand that I bought either has damage to the top surface because all of it has a cheap finish on it, and the other dressers have broken backs on them. They sent a service rep out and all he did was use a staple gun and put staples into the funiture and the back panel is still broken. Also, if I put staples in the furniture myself which is pretty easy to do, they would of said that this would void my warranty that I paid over $400.00 hard earned monies for. And all the rep said to me is it is fixed now and they will check on replacing the top part to the night stand? I would really like to get a class action suit against these people because they are making millions of dollars off of all of us, and not honoring the warranty that they charge hard earned monies for. The manager with Ashley Furniture is working for me to come to a good solution, but who knows how it is going to end up at this point... But I will file a BBB complaint against them as well, if they don't do the right thing. They need to offer me a dollar for dollar replacement with a warranty on the new stuff.. I also paid good money for the mattress and box springs which I need also file a claim on, but have been to busy with this situation trying to get my bedroom furniture replaced? Please reply to paulaleo45@yahoo. com if you want to get a class action suit started on this company?
Thank You,
Paula Young
I THINK THAT THIS COMPANY IS A SCAM AND THEY TRICK PEOPLE I PAYED 700 DOLLARS FOR 3 YEARS WARRANTY AD EL -DARADO FURNITURE STORE TOLD US THAT THEY COVER SCRATHES, SPOTS AND BROKEN THINGS AD THEY CAME TO MY HOME AND THEY SAID OH YOUR KITCHEN NOOK WE CANT DO BECAUSE IT GOT SCRATHES THAT HAPPENED OVER TIME IM LIKE WELL THATS Y I GOT A 3 YEAR WARRANTY AND THEY SAID THEY CANT FIX THE DRESSER NOBS BECAUSE ITS NOT OUR FAULT SO IM LIKE WELL THAN I CAN BUY A BOTTLE OF CRAZY GLUE FOR 2 DOLLARS FOR THE DRESSER AND 3 DOLLARS FOR A BOTTLE OF RESOLVE SPOT REMOVER AND THATS IT THATS 5 DOLLARS I SWEAR THAT THIS COMPANY IS A SCAM AND PLZZ I KNOW THAT TIME IS HARD AND I DONT WANT OTHER FAMILIES TO PUT MONEY LIKE THAT FOR NOTHING I CAN HAVE BOUGHT A BENCH AND A NEW DRESSER WITH THE MONEY I PAYED SO BEWARE OF THIS COMPANY THEY CAN MAKE U GET TEMPTED WITH SAYING SCRATHES AND SPOTS AND LIKE ME WHEN U HAVE KIDS UR LIKE WOW THATS WAT I NEED BUT KEEP UR MONEY IN UR POCKETS PEOPLE
I have the same problem. I think that they deny all claims, then make you fight to have them honor the claim. It was a huge waste of money. I will be letting Ashley Home Furnishings know about this as well.