Montage Furniture Services
reviews and complaints

We purchased a protection plan for our furniture and in March something got spilled on the table that caused the lacquer to come up in two spots. I immediately filed a claim, and then they denied it because they said we didn't report it fast enough, but when we called the claims lady said that must have been an error, she could see we filed the claim with in 24 hours of the damage. So we filed the appeal and then they denied it again saying because the table had normal wear, they wouldn't honor the claim for the accident spot. When I called today to discuss the lady wouldn't let me talk to a supervisor or anyone other than her. she says if you look at your warranty, we can deny a claim based on any natural wear WE DEEM is accumulative, she then said so if we see 1 scratch on the table and even though you're filing for the spot, we can deny the whole thing. This is a scam just to get your money and they are rude and unprofessional. There is nothing wrong with the table other than the accident lacquer removed we reported.

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!

If I could give this company a 5 minus ***** rating, i would. Too long a story to tell.

Store saleswoman claimed we could wait until the end of the 5 year contact period to report any nicks on our dining room chairs that accumulated over the entire period. Would save having to have someone come multiple times to make repairs over the term of the contract. When contacting Montage furniture services March 31st 2022 we were told an email would arrive within 2-3 days to help us set up an appointment for the repairs. After receiving no email or correspondence at all, we called back on April 8th and were told the damage had to have occurred within 30 days filing a claim. Big difference from what the saleswoman claimed. NEVER use Montage Furniture Services. Consider not be honest with them since the representatives offering their services in stores (specifically Indian River Furniture in Florida) misrepresent their services available, setting you up for disappointment.

This company is a fraud. I called in to start my claim and told the woman that the recliner cord had detached. She told me to send in my receipt and photos. I told her there wasn't much to see because how do you take a picture of a popped recliner cord when it is on the inside of the sofa? At any rate she knew what the issue was and started the claim. After some back and forth and 3 weeks later they finally told me that the recliner cord popping is not covered. I wonder why she and other associates had me running around taking photos and gathering information if that is something they don't fix. Furthermore, if the plan doesn't cover the recliner which is what I bought what does it cover. This company is a fraud!

I filed a claim with Montage Furniture in 10/2021 and still have not been able to get my sofa repaired, every time I call, I am left on hold for hours then when someone finally answer, they hang up on me. Montage sent out a tech to come repair it, he replace the part, but still not working correct, tech guy ripped my sofa to be able to change out the part, and when I told montage, they said they are not responsible for that, that I would have to deal myself with the tech that came out, now everyone I call, they just leave me on hold, very rude customer service agent Crystal in claim, I would never buy warranty from this company again.

I bought a recliner from a furniture store purchased the insurance the chair broke I called up was having trouble filing my claim called again lame called again and I called right after it happened by the time I finally got ahold of him again and said I haven't heard from him I mailed the paperwork because I couldn't do it online they said I was too late the claim was not going to be honored what a rip off

A claim was filed on 11/4/21 for a stain on our lift top coffee table purchased on 2/15/21 and our dresser purchased on 10/24/20 along with the complete furniture protection plans, purchased at Ashley Furniture in Manchester, CT. It took almost two months once the claim was submitted for anyone to call me and I had to call again to have them look at the claim. At that point Jorge R. was sent from JC furniture repair to take photos of both pieces of furniture on 2/8/22. I called last week 3/2/22 and was told he never submitted the photos. We just got off the phone with him and he said he has them and submitted them. Now Montage is sending another person out from Tri-County Furniture to again take photos in my 16 year old daughter's bedroom of the dress only on 3/25/22. I again asked to speak to a manager from Montage but was told by Kathryn there was nothing that could be done and I wasn't allowed to speak to a manager. All we can do is wait for another person to come out and take photos again. No one can tell me if these pieces of furniture will be repaired. We keep having to take time off work to be home to wait for representatives to come and be on hold for multiple hours to speak to representatives to get answers of the status of our claims.

I bought a sofa with Montage insurance but now because of strain, they are only refunding the insurance amount $99 instead the cost of sofa $799.99. They are trying to cheat and finding an escape route. We are doing insurance to cover our product so that incase of accident/defect we dont have to pay such huge amount but this insurance company is trying to pay me the insurance amount and close the case and that also lot of follow up and after many months. I am requesting to help me and protect other customers from these cheating companies. Thanks.

First, let me start with the fact that I filed a claim on May 1, 2021 and then got no response. I sent a couple of emails and notes on the web site, and even tried to call customer service with no response except an automated email until October. I was told when I purchased the warranty that it would cover any stains to the fabric, rips or tears unless caused by pets. The furniture developed discoloration and rips in the fabric where the fabric creases with sitting. I get a response from this company finally and basically they say it is not covered because it is caused by use. This furniture is not even paid off yet and the rips and staining just keep getting worse and worse. My advice is to save your money and do not buy the warranty from this company. They will not cover anything but they will take you money.

Purchased a warranty with Montage for my couch. I have filed a claim back in July 2021 and still this company lies and has excuses as to what is going on with the warranty and when the couch will be fixed. Everytime I call company the representative has no further information and says a "supervisor will need to approve" as which point nothing further happens. I have reached out via notes (on my claim account) four times with no answers at all, I have also reached out via phone at least 5 times now and the reps simply state we have to wait for a supervisor. I have received an email saying that the warranty claim was approved and at this point I spoke with the company that was hired to fix the couch and they told me that the work order was incorrect and would need to be resubmitted. At this point I know that the company is just a scam and will not actually fix anything nor has any intentions on helping. This company has numerous complaints, too many to count in fact.

My inlaws have been trying to get their couch repaired and Montage has failed to honor their warranty. My inlaws are senior citizens and are being taken advantage of by this company! They filed a report 8/23/2021, Montage contracted TriCounty services to come and "repair" the couch on 9/4/3021 however they couldn't fix the broken piece and were going to call in a work order, (because the Tricounty employee needed a part to fix it). On 9/10/2021 they received an email stating that they received the request and would get in touch with them... here we are 9/27/2021 & no other info, Ashley furniture said we have to contact Montage because that is who the warranty is through.
It's shameful that this company would take advantage of senior citizens like this.

I was sold this plan when I purchased my new furniture Red leather couch and loveseat The color came off of one arm on the loveseat I don't know how it just did I was denied because they don't cover color loss on leather This protection plan is a sham I was told it covered everything when I purchased it

I filed a complaint due to the ink marks that were done accidentally on the couches. They stated that they did not cover it because it was accumulation but it had just happened. On the pamphlet it says it covers ink stains. I took various pictures of the ink stains on the couches and was denied then they had sent me a letter stating that the technician was sent out and they also agreed to the denial but no technician was ever sent out.

I have purchased a 5 year warranty back in September 2018. I filled claim
In may 2021 so far so no one has contacted me regarding the claim and I have called montage customer service numerous times I wait on hold forever and no one is answering. My dinning table and chairs are damaged One of my night stand drawers won't close i been sitting on the floor and eating I have send emails asking about my claim and nothing has been resolved I just want my money for my furniture refunded so I can atleast buy something else to use

I filed a claim with Montage FS on May 26 after my daughter had an accident on a couch that was covered by a protection plan with them. A month went by without anyone even looking at the claim. I place a call to Montage on June 29th to let them know that I had an open claim that needed immediate servicing. During that call I made the representative aware that during the month since I initially filed the claim my dog had been smelling the odor and had an accident on the couch as a result. The representative told me she would updated my claim with the additional information I provided. After that phone call it took another two weeks for a tech to come service the couch.

On July 14th a tech came out and said that since the urine had sat for so long without being cleaned, the soiled parts would need to be replaced. He told me he would complete his report and submit it to Montage to let them know the items needed to be replaced.

On July 23rd, I received an email from Montage that stated my claim was denied because "Accumulation: The information provided to us indicates that your Covered Product has a level of soiling or damage that is not a result of accidental damage or handling, but rather is at a level that has built up over time. The terms and conditions of your protection plan exclude this type of problem."

I contacted the company and was told by the rep that I spoke to that this must have been a mistake and emailed me a Denial Form to complete. Which I did and sent back. On August 2, I received an email from Faye stating that their decision stands. I called Montage and asked to speak with her. I told that she would return my call, which she never did.

I then called Ashley Furniture to ask about the warranty they sold me. They informed me that the item has since been discontinued and that is probably why Montage is not honoring the warranty.

The soiling on the couch is no way the result of accumulation that has built up over time. It is the result of one accident that my daughter had on the couch and Montage not servicing the accident in a timely manner. This claim absolutely falls under the terms of my Protect Plan Agreement. As a result, I fully expect Montage to to rectify this immediately and replace the damaged parts.

My furniture is still under warranty. and they refuse to comply with the terms of the plan I bought. 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 whistleblowers: my policy # is PMCTB23710900X.
For anyone that needs to make contact to pursue Montage Furniture Services.
please email me

Thanks

Couch cushions pulled in accidental incident completely off frame. Stuffing poured out. Staple is protruding on recliner. Claims filed per portal as is required procedure. All photos and information submitted as required. They never responded to me. Denied claims. The retailer, Red Barn Furniture in St Stephen's church VA, stated clearly this would be covered and have also failed in every possible way. This experience has been an absolute nightmare.

Paid for the furniture and this insurance for none of them to not fulfill as contractually agreed upon.

I certainly do not recommend shopping here unless you are looking for someone to sell you poorly made furniture, insurance that's useless, and to be treated horribly.

Purchased a couch and recliner plus they sold me insurance through Montage. Mindy Penny spent time assisting with an insurance claim ad the couch had a major manufacturing defect and the attached cushion easily pulled from the frame resulting in it not being usable. This is supposed to be covered by the insurance they sold me. The recliner, not as major an issue, simply had a large staple pushing out of the frame into your leg when in use and therefore can also not be used. Mindy, speaking on the phone, walked me through filing the claims as directed. We removed the couch from our home and were delivering it back to them at red barn as understood by Mindy. We arrived with the couch understanding they'd have to inspect the issues. My fiance walked back outside to assist with unloading the couch as directed by Mindy. The supervisor, a heavyset man, brown hair, with a horrendous and discriminatory attitude, jumped around the front divider wall while she and I were joking about my situation, into the conversation with Mindy, screamed at me, deliberately spoke down to me as if I was less than human, attempted to insult me as much as possible, and treated me like literal less than trash. I hadn't said anything deserving of that. He was asked if he would speak to his wife in such a manner. He actually yelled at me, as a paying customer, while speaking with Mindy who has spoken to me many time regarding this and we'd developed jokes between us, because he felt superior to both of us. We left the couch there as directed by both Mindy and him. On the way home, I called back to the store. Mindy answered and I asked her for the owner's contact information to which she had to place me on hold. The discriminatory man instead picked up my call to tell me he acted irrationally and out of character and no he would never treat his wife in such a way and he was wrong and apologized profusely. He states that although he is going to handle it that his owner said to just throw away the couch and not deal with me. He didn't agree with the owner and wanted to make it right no matter what. He is the man who actually sold us the furniture in the first place. I expressed my views that he under no circumstances had the right to yell at me, nor any customer, and treat them so badly and his actions are abhorrent. He apologized a dozen or more times and stated he wouldn't sleep until the claim was handled and the furniture replaced as promised. Someone superior to him called approximately an hour after this incident. That man was going to ensure the claim was fulfilled as it is clearly a manufacturer defective couch and the damage is directly and clearly covered by the policy they sold me. They called the following day to let me know the couch, the one they instructed us yo bring and leave there, had to be on my property for the claim and they would bring it back to my house as a courtesy. At this point, they were not capable of courtesy so that term meant nothing. They had their delivery truck bring it back amd their drivers were also apologetic about how I was treated. The couch remains damaged. They never again contacted me. The store, the supervisor, or the insurance company. They never fulfilled their promise. They treat female customers like trash after you have paid them. It's all a front to sell low quality furniture at high prices. They sell insurance to bring comfort and know that Montage has been sued many times and has experienced nearly 200 BBB claims against them. They continue to sell the coverage to unsuspecting victims. Their practices are fraudulent and discriminatory at best. While all of their apologies and promises were begrudgingly accepted, they have still not fulfilled any of them. No one should ever give them their hard earned money. Not ever.