Montage Furniture Services
reviews and complaints

Our retailer of a lift chair, Furniture Fair sold us a 5-year warranty on a lift chair we purchased from them. Two years into the warranty the remote started working intermittently. When we called our retailer we were informed that the warranty had been transferred to Montage Furniture Repair. I contacted Montage and had to go through hoops getting a call setup. One of the items I had to do was locate the serial number on the chair. I am a 72-year-old senior citizen who walks with a cane and it was quite a chore to get the chair turned over to get the serial number. Once I got that done Montage said a local representative would contact me to set up a service call. I was contacted by a company named SAW and a call was scheduled. On the day of the call and 2 hours before the scheduled time I get an email (not a call) stating that my call was cancelled due to a technician not being available and I was advised to call and reschedule. Apparently the SAW company must not have many technicians because their quoted available times were 3 to 4 weeks out. After the call was scheduled SAW kept rescheduling it on their own with a note to call in if the new time and date was not convenient. On the day of the actual call SAW changed time twice, both times by text.

When the technician finally arrived he quickly diagnosed the chair remote as being defective. He stated the part would be mailed to me within 2 to 3 weeks and if I had an issue with installing it myself that I could call back in and setup another call to have a technician come out and install it for me. This was in April. A few days ago (in August) I got an email from Montage that my order for a free replacement remote was approved. Four months just to get the part approved! My disabled wife was pretty much confined to that chair and depended on being able to use that remote. Unfortunately, she passed away sitting in that immovable chair in May. I finally called Montage back today and told them to cancel the order because I threw the chair away and got a new one from a different retailer and a different warranty company.

From this experience I have concluded that I will not ever buy another item from Furniture Fair, who would not assist me with my issue ("it is up to Mortgage now"), accept another service contract through Montsage, or allow SAW to be scheduled into my home.

When I purchased my sofa,loveseat and recliner I took out the warranty because I was told it covers everything that my dogs may do to my future. I have 2 large dogs who lay on the future. I left for work on day and nothing was wrong with the loveseat ( my male dog always lays in this spot) when I returned it was ripped in the seam .I called and submitted a claim, they requested pictures which I sent. The next step was scheduling a appointment which I found was difficult since they call you the night before and give you a time frame. I need more than the night before to get time off of work. I requested a 4:00 and was told they only work during the day? ( that is the day) Finally it was scheduled and when they came they didn't fix it as I was told, it was to inspect it. ( took more pictures) I was told that I would be hearing back from the company after they reviewed it . So after a few weeks I received a email dening it because it is on the seam ,they say it's wear and tear, I explained that it wasn't there in the morning but when I returned home it was, wear and tear happens over time ,more than a few hours ,it's also where my dog lays and I believe that he ripped it with his nails and it just happened to be on the seam . It's the most ridiculous thing to believe that it couldn't happen to the seam, that it could only be because of wear and tear. I called to appeal and they emailed me a form to fill out and return, but it doesn't allow me to fill it out. I called back and requested that they mail me a copy of the appeal form and they refused. I will never buy a warranty from them again, they get your money and refuse claims. No wonder they have so many complaints against them. Warning, STAY AWAY FROM THEM!

I had bought a sofa set with swivel chair from Zuri furniture in Dallas. We also bought five year warranty from Montage along with the furniture. The swivel chair broke and is tilting to one side badly. We filed the claim with Montage on 5/13/2023. We uploaded the receipt and photos as requested by montage website. It took them one month to look at the information and asked that they needed receipt. When I contacted them, they said they need a detailed receipt. The receipt clearly says what I bought (Armando Sofa set with Swivel chair), the warranty and the price a paid for the set and the warranty.

Montage asked us for receipt with individual prices for each piece. However, since we bought the set, Zuri furniture has rice for the whole set on the receipt. We contacted Zuri furniture and they confirmed that they cannot provide itemized receipt as the set was sold as one SKU.

Montage is refusing servicing our furniture.

I made a purchase of furniture for over $6000, and bought the insurance ($400) through this “company” I have been denied over 6 claims for reasons that make no sense. There are stains, that cannot be taken out, and my furniture is literally falling apart. I have received NO HELP and have even been hung up on by representatives that did not like that I needed clarification. I was assured by the sales representative that I would be able to make as many claims as I needed to within the 5 years. As we all know now, this is a lie. When asking the company for my money back, they told me they’d charge a fee. A FEE! There is NO WAY a legitimate company would behave in this manner. I would appreciate a full refund, or for my furniture to be replaced as promised.

These people are scam artists at its finest! do not and i say do not buy anything from this company. They will screw you over. They will find any way shap or form to find your furniture not covered under their protection plan. Then they will lie to cover a lie. These people are scum bags. I tild them i should send my furniture to their office so they can see the glass ring damage on my table, told them what comes around gies around, they made a complaint and said i was physically threating them. Hahahahaha these people are idiots. I hope everyone loses their jobs and end up in a shelter at this company because they have to close their doors for screwing over so many people. Its people like this company that has this world so screwed up

I bought leather chairs, with the insurance suggested by the store, Montage FS, after a year and a half some peeling happened and when I contacted this company they claimed that it was not for normal use and that they did not insure leather chairs. Very disappointing, the customer service is also contemptuous, I would not recommend ever spending $1 with this company. Assembly Furniture Services is not worth it.

We purchased an Ashley dining room set 2 years ago. The local sale person convinced us to purchase the warrant from Montage. He said it would cover anything even if we accidently burned it. After 2 years, the finish on our table started to peal and flake off the top. We filed a claim with Montage who quickly denied the claim saying we didn't use an approved cleaner. There are no cleaning instructions that came with our table. The rep with montage couldn't provide us with any supporting documentation but denied the claim any way. This company is a scam.

They are the worst warranty company ever. I filled out a complaint. I made an honest, human error and did not put the date in that it happened. I don't know if the system defaulted to January `1st or what; but, they would not send someone out to tighten the bolts on the chairs that I spent my hard-earned money on to get a warranty. I will never get another warranty from this sorry company... PERIOD!

Our sofa has at least 3 springs on the bottom of the unit that have detached from the frame work and 2 have poked through the fabric. I need thid repaired. The sofa was purchased 10/09/2022. We do not know when this accord but was discovered this Saturday afternoon when we were cleaning the room. A copy of the sales invoice is attached in photos showing purchase date and are invoking 2 year true value clearance plan to cover the repair to the unit. Purchase was made at Furniture Fair Fairfield Ohio. I tried to find a registration section so we can register our name address and contact info but unable to find it. I am including photos for you.
Sharon Charles

Filed a complaint due to damages made by my dog scratching the back portion of love seat to jump on top of it. The warranty clearly states they provide a one time repair due to pet damage. Case was denied and their reply stated that damages were due to wear and tear.. this was a decision based on a picture. They have refused to send someone out to actually get face to face with the damages where you can clearly see the multiple scratches from dog nails. Upon looking at their reviews and the multiple complaints against them for denying claims a class action lawsuit is coming...

Unfortunately, we are having a bad experience with this company. We purchased a couch from Arhaus 2 years ago and invested in the worry free insurance plan. We recently had an accident that suddenly caused minor damage to the fabric of the furniture — though in multiple spots. We contacted Arhaus within 48 hours, as we were immediately upset that our previously spotless couch is now an eyesore. Arhaus encouraged us to submit a claim, agreeing that the insurance plan should apply in our situation.

We did in fact encounter unusual pushback. We had a rather straight forward case, but Montage came up with their own narrative for our claim stating that they essentially thought we were lying and that the damage was accumulated rather than from a single accident. When we replied and offered additional tangible evidence for our story, they dropped that approach and switched gears; the person assigned to their texting line essentially tried to make up special loopholes on the fly that are not actually part of the verbiage in the fine print of the insurance agreement — and again embellished our story by filling in false data that they thought would support a denial. It quickly became apparent that employees are instructed to work very hard to find (or manufacture) reasons to deny claims. This gaslighting technique makes it difficult to have a back and forth conversation that is productive, and consumes precious time and energy from the customer.

We have spoken again to Arhaus, who have mentioned that Montage seems to be giving extra push back to Arhaus customers now that they are no longer contracted with them. This has apparently been an ongoing headache since their relationship ended. Arhaus management is presently trying to figure out what to do with the situation.

My theory is that Montage is motivated to avoid accepting our claim, because it would involve managing fabric issues on multiple portions on the furniture piece, and would therefore cost them more than a single scratch. This is not an inexpensive piece of furniture. However, this is what this company is for, and they should be prepared to manage claims with honesty, whether the costs are a little or a lot for them.

Montage is the worst warranty company, I have been trying to get my sectional repaired for months. They have sent two techs out so far and the first did NOT fix the issue and told me they needed to order parts. The second came out and attempted to fix one issue and said it was only a temporary fix and the second he would need the parts to repair it. I continue to ask for updates on when these repairs will be done with no response. Have not heard anything from them since 10.11.22 when the last repair guy was there. Not even a peep, and off course the company I purchased the couch from (Becker Furniture World) does not stand by the product it sold and has stopped returning calls about this situation. They no longer use Montage for warranties because of issues like this.

Filed a claim in June 2021. Have sent techs out. Replaced same parts twice. Last two times the tech did nothing. I feel they are just trying to put me off until warranty expires. I would never suggest buying a warranty serviced by them.

claim #TV1635935-21A Filed 6/7/21

Tech been here 6/23/21, 8/2/21, 12/21/21, 6/24/22, 8/26/22, and 10/13/22.

Purchased at Furniture Fair.

I have filed two claims about my couch making a noise when sitting on it. I have owned the couch a little over a year and because my dates were a little off due to Covid they denied my claim and closed it. I filed a new claim as the incidence I listed were true to the best of my ability for the dates I was asked to show a receipt which I did a month later no response. I called today and my claim has been closed with no notice so they said they would re-open it and have someone look at it and I just called back and they've closed it again. The warranty I purchased from Ashley is a complete rip off!

Montage has been giving me the runaround. They setup for a tech to repair the parts of my $3,000 Arhaus sofa after a guy that came out to clean the sofa could not get the sofa cleaned and said that the fabric needs to be replaced.

The fabric received is not the correct color. I called Montage and Arhaus concierge several times and nobody seems to care about this. Montage is stating that the correct color fabric was sent. This past weekend, I went to an Arhaus store to check if my fabric had discolored and could Montage have sent the correct fabric color. I spoke to the retail store manager and asked to match my pillow fabric with a fabric swatch from the store and guess what... the swatch at the store matched perfectly. I showed the manager what Montage sent me and he said that the fabric was a completely different color. I've escalated calls at Montage and still waiting for a supervisor to call. I will be contacting my attorney if someone does fix this. The Arhaus concierge representatives tell me they have nothing to do with the Montage warranty and need to deal with Montage. Montage basically has told me that there is nothing they can do and use the fabric sent or there is nothing more that they can do. All I want is for someone to acknowledge that the wrong color fabric was sent, and resent the correct fabric. My take on this is that Montage does not want to do the work and they conveniently sent the wrong fabric. I'm beyond frustrated and will never purchase anything from Arhaus if this is not corrected. I've spend thousands of dollars at Arhaus in the past years and will never shop there again if this is not correct.

We purchased a couch, got a five year protection plan from Montage that covers stains and abnormal loss of foam resiliency. We filed claim for both, AZ1735340-22A, after we noticed our back cushions have totally deflated and my mother-in-law spilled coffee all over our couch. We've tried cleaning the stains ourselves, and tried with solution provided by Montage, but the stains still remain. We have tried for months now, sent dozens of pictures, provided copies of all receipts, copy of protection plan we got at time of purchase, and they still refuse to honor.

They are also painfully slow to respond to all our communications. I would forgive that if they would stop giving us the run around and honor the plan.

We purchased this love seat and sofa along with the Montage Service Plan. Less than a year later the love has a wearing spot on the head rest and Montage denied the claim due to normal wear. I don't believe that it is normal wear in less than a year and the other side which gets just as much use is fine. This is the second time that Montage has denied claims for us. I will never purchase their service plans again nor would I recommend them to anyone. The company that we purchased the love from has ordered the material to replace the damaged portion but Montage won't pay the labor.

I purchased all new furniture for my new home in July of 2019. Approximately a year and a half after two of the three beds that I had purchased started to literally fall apart. So much so that we had to prop them up with pieces of wood to avoid the frame from completely breaking and us falling on the floor. I filed a claim on the warranty in September of 2021 and as of today, nothing has been resolved. I paid $779 for my King bed frame and $669 for my Queen bed frame. They are telling me that they will give me $450 for both beds as a settlement to replace them as 'that's how much they originally cost' (not true). Every time you contact customer service you are told a different story. My claim has been approved then again denied more times than I can count. I have spent hours upon hours frustrated trying to get to the bottom of this just so that myself and family can sleep on a sturdy bed. And this is not the only issue. They also said my ottoman wasn't damaged, even though I sent pictures of the boards being busted in half. I would stay far away from 'warranty' company. It's evident that they are more interested in scamming people for whatever amount of money they can receive rather than helping those who genuinely have issues with the products that they purchased

Yes I purchased furniture back In January I made a complaint tech came out looked at furniture and left I called back they scheduled an appointment approximately 45 days later the day came they cancel scheduled another day for July 5 2022 they kept confirming time and date the day of July 5 they cancel again 15 minutes before time and trying to reschedule an another appointment 24 more days later it’s frustrating and I can’t take anymore days off it seem to me they playing or waiting on my warranty to go out what can I do please help this is the phone charging recliners