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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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6:40 am EDT

Montage Furniture Services Criminal company

Before I begin to address all of my concerns, I feel it is necessary to explain that we chose to use Montage because several years earlier we had an excellent experience with them. Fast forward several years, we bought a very large, very expensive couch about a year ago. We bought the 5 year protection plan that guarantees it will fix pretty much any issue that you could have with your furniture (short of blatant abuse). We are very careful with our furniture and take every precaution to protect it which it why we were so shocked by their response to our claim. The first issue that we reported was a large stain (my husband spilled something on the couch - plain and simple and obviously an accident). Additionally, the couch (entire couch) started pilling on its own (including parts that we don't use), to me this is inexcusable because the fabric should hold up better than that. We haven't had it that long in the big scheme of things.

For a couple of months montage gave me the run around but it is impossible to get them on the phone and I have yet to receive any sort of response to my emails. I finally got someone on the phone and they had closed the claim due to inactivity. Ultimately, I ended up starting a new claim while on the phone with that representative, she was extremely apologetic and assured me that they would address the repairs. Again, I was getting the run around on this second claim, it took me 3-3.5 weeks to get someone on the phone and I was ultimately told that no one had reviewed my claim yet. Two days after that I received an email stating that my claim had been closed due to the issues not being covered. I work the legal side of insurance, so I assure you that I know my way around plan documents. There claim is that my furniture is damaged due to abuse/accumulation without reporting and normal wear and tear. This is a completely unfounded claim. I sent them detailed photos and they made an assumption that gets them out of having to hold up their end of the contract. I responded and was very matter of fact, stating that unless this is address immediately they will be looking at a lawsuit.

However, after reading through all of the formal complaints on their BBB page and consumer affairs it seems that a class action lawsuit and tons of media coverage may be more suitable. Which is why I now have an appointment with a journalist from The Washington Post and The Daily Mail, my next stop is the Times and eventually I will be speaking with an attorney. This seems to be a reoccurring issue - and honestly one of the most confusing parts to me is how difficult it is to get in touch with them. They spin it like they are under-staffed due to covid/budget cuts but you'd think they would be able to hire/afford more employees with all the money they are saving on not paying out claims and doing their jobs. Hell, at least do your due diligence in looking into each claim - that will make it more convincing when you ultimately deny it ;).

Desired outcome: Refund/initial claim resolution

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4:03 pm EDT

Montage Furniture Services Furniture warranty

bought a recliner from Slumberland 4 years ago and purchased the extra 5 year warranty which is served by Montage FS. In March, a bracket inside the recliner broke. Immediately, we found the original paperwork which provided us with a telephone number. We tried calling and sat on hold for 45 minutes. We then filed our claim on their website (claim #FC1612139-21A). It has now 2 months since we filed our claim and have never received ANY response from them at all. The status of our claim hasn't even changed when we check it online. We've tried calling (waited on hold multiple times more than a hour) and emailing them to no avail. I don't even know if they will fix/replace the chair because we can't get any response from their customer service. Would like someone to come out and fix the chair or for the chair to be replaced as detailed in the warranty paperwork.

Desired outcome: Chair fixed or replaced at "no additional cost" as detailed in the paperwork I was provided when I purchased the warranty.

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12:44 pm EDT
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Montage Furniture Services Furniture warranty

I was told everything would be covered if I paid for this pricey warranty. The amount of documentation I needed for my first claim made me forget about it. I'm on my second claim, the couch is ripping at the seams on the seats. 3 year old leather should not be tearing. Based on other complaints I think they will deny me as normal wear and tear if they ever answer me. I've been on hold for over an hour on the phone, but if you do it online they just send you vague, redundant emails asking for the same info you filled out online most likely so they can say you didn't complete all the forms. What a scam!

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11:01 am EDT
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Montage Furniture Services Do not honor the warranty

We were never given a copy of the warranty, nor were we shown any of the warranty specifications. The only paper work we received was an itemized receipt. The customer service rep was intentionally misleading (this wasn't miscommunication, this was blatant lying on part of your company). We requested a copy of the warranty later, in 2019, in order to make a claim, and your company could not, once again, supply us with a copy of it. We were, however, informed that Ashley no longer worked with the company that is supposed to provide the warranty. Which leads me to believe, this isn't the first time there has been issue.

We have a couch that the seams ripped the day after it was delivered. The upholstery became displaced (the seam moved 4 inches out of place) Apparently, they don't cover seam issues, even though Ashley SPECIFICALLY told me that it would be covered. Ashley told us we "should have read the warranty" but we were never provided one. We were charged $550 for nothing.

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Update by Gwyn T
Mar 17, 2020 11:07 am EDT

This is what they're not covering because they don't deal with "seam separation."

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2:39 pm EST

Montage Furniture Services Sectional sofa

I purchased the sofa on 11/25/2015. I have 2 sections with springs about to come through the material and another section with a deep indentation in the cushion. Very seldom does anyone sit on that section. I called the service to file a claim and was told my $2000 sofa is basically junk after 4 1/2 years and there is only a 1 year warranty. They could direct me to a service center for the springs and give me a price for the section with the deep pothole. Either way it's going to cost me money to fix their junky crap furniture...waiting for a Slumberland manager to call me back...let's see if they will do anything...I sincerely doubt it...

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2:59 pm EST

Montage Furniture Services Kitchen chairs broken

Broken kitchen chairs need new one or repair s too chairs did fax documents on Saturday and Sunday office claim can't find faxes office told me today use email too upload pics and all documents too site as I was told too do please contact Gerard Johnson at 329 blue coat street Dover Delaware 19901 phone [protected] email address [protected]@netzero.com claim number is PM2089889

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3:42 pm EDT

Montage Furniture Services Aluminum patio table

We used their protection plan on a dark-colored aluminum patio table where we had a couple of kids doing a science project over the summer. They were using a mix of baking soda, water, and detergent that left a white residue across about 40% of the table. They asked me to fill out there form indicating the damage as well as submit pictures detailing the problem. After waiting 2 weeks or so, I called them for an update, and they hadn't started the process on their end but had my information sitting there. They said they would call back in 2 days. I called them 4 days later and the customer service rep said they contacted the store where we bought the table and they were just waiting on a callback but didn't inform me of this. I told her I would help in any way possible. I waited for about another week... the same result. 2 weeks from that, they said they were sending someone out to try and "repair" the stain? The person came out, inspected it then left without saying a thing to my wife. They then emailed us within a week saying that nothing would be done. They said "The information provided to us indicates that the damage reported to us is not a part of the coverage provided to you under terms of your protection plan. Your protection plan does not cover fading/color loss so we are not able to address the issue on your table." This was not fading or color loss, this was an irremovable stain, that's it.

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6:27 pm EDT

Montage Furniture Services Protection plan

*buyer beware of this company*
This is by far the worst company I have ever dealt with as far a warranty's go! Do not I repeat do not purchase anything through these people its a total scam! Buyer beware!
I purchased a sectional through this company and the end of 2017 and the sales associate at ashley's furniture reassured me that I would not have any issues with filing a claim in the event that anything happened to the furniture even went as far as to tell me that they have great customer service and they are super helpful with any issues (accidents, pet damage, and personal damage) that maybe caused under the 5 year protection plan that we purchased (I believe it was the most expensive one b/c we wanted to make sure everything was covered) I also read through the protection plan and it seemed pretty legitimate.
Of course life happens and my dog decided to make our couch her temp resting area (which she is not normally allowed on the couch however, she got a wild hair up her bottom and got on the couch) and caused 3 holes in the fabric of the couch not large at all about the size of a dime.
I was devastated b/c we try so hard to keep it clean and without damage b/c it was big purchase for us. My husband reassured me no worries that's why we have the "protection plan" b/c accidents happen... Right?!
Wrong! Not when it comes to "montage furniture services"! We were sold a pipe dream! They told me it was not covered under "our plan" they only cover feces not tears or rips (again something I specifically asked before purchasing.
When I asked the representative to speak to a manager she said the manager was gone and they would call me back in 1 to 2 days and there was nothing else she could do and no one else I could talk to. (oh yeah how convenient and there's that "great customer service" that the rep ranted and raved about)
She also directed me back to ashely's furniture b/c she said they gave me the wrong information but they train the reps really well and it was just unfortunate that I was given the wrong information.
When I asked for my money back she explained it would be prorated (for something I didnt use and not able to use) and they would charge me a 25% fee almost like a restocking fee. You have got to be kidding me right!? Of course I wouldnt expect anything less from these money sharks. *again buyer beware dont buy the montage furniture service warranty, i'm not the only buyer who has has this experience it is consistent, throughout! Read the reviews, I wish I did!*
I'm completely frustrated with this company and heartbroken as to how this is turning out. Dont be another one of their victims turn and run go through another company if you can! This is terribly disappointing!

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4:58 pm EST

Montage Furniture Services It's not a warranty at all

This company is one of the worst companies I have ever given money to. It is obvious after trying to get a claim approved 6 times and then given the wear & tear line, it is not a warranty. They are in business to deny claims. What a farce and I wished I would have done better research, shame on the salespeople that sell this scam to customers. Never again!

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10:17 am EDT
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Montage Furniture Services Dining table

They did it again! I have an email sent to me saying that my furniture is discontinued when it is not... After my first posted they said they would do anything to get it resolved but guess what! They keeping saying it is discontinued when I actually have the proof that is not!
I posted this a
"I wish I could give them 0 starts because they are being nothing but horrible I have being waiting for my replacement furniture for 6 months and still not done. None of the managers or representative has called me to say anything or apologized because they are being ping pong me different directions and also has told me that my furniture are being discontinue nothing but lies because I went to the store and I found out it was not true"

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10:55 am EDT

Montage Furniture Services Furniture insurance

I purchased furniture from Ashley & paid for extended 5 year warranty for any accidents that could happen. After a year and a half, I had guests come over and and few stains from hot cups affected the furniture. I submitted my claim with pictures and all the details to Montage. Few weeks later, the technician came over to my home again took some pictures and told me we will get back to you. Later, after few emails of follow up, they said they will not process my claim because it is built up over time and not covered. This is completely wrong and I truly feel cheated. See the attached pictures, they clearly show one stain on the table, how is that possible? Would one stain be considered built up over time? That doesn't make any sense to me. I sent a few emails questioning how is it possible, no response at all from their end. The whole experience was bad and as a customer paid to get certain service. I will take this to the highest level possible as It's my right to get what I paid for or else get a full refund. Please let me know what are the next steps for this claim and the possible actions.

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10:06 am EDT

Montage Furniture Services Bad warranty support

DO NOT BUY extended warranty with this company! Just purchased a couch for my boys from Ashley furniture. Knowing it was for my boys I thought that the extra warranty would be helpful. Low and behold, we got a slice in the fabric. When I submitted the claim, I did not fill in the claim information with the correct verbiage. The claim was therefore denied. I called back to explain exactly what had happened, thinking that once I got a customer service rep on the line all would be fixed. NO! They kept saying that what I wrote in the initial claim is held up and would NOT listen to why it was written the way it was or WHAT had REALLY happened.

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11:01 pm EDT

Montage Furniture Services Furniture “insurance”

They talk about contracts I never saw, deadlines I didn't know about. I never signed anything. The store I bought the furniture at has some sort of deal with them where they sell us insurance that can not be honored because that is not their plan. It's a total scam. They attitude was well our relationship is not with you, it's with the store but I paid them. Awful waste of money and rude, sneaky practices.

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3:07 pm EDT
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Montage Furniture Services About my leather living room furniture

My name is Trenna Jones I put in a claim on my couch and loveseat they sent someone out and he decided he wouldn't work on it ..he reported back to them and they sent me a email claiming I would hear from them in one week after 3 weeks I emailed them, today I received an email saying what they didn't cover and that they wouldn't be fixing my furniture. .so now I know from all the reviews from other people that this company has to pay the furniture stores to sell this warranty because I bought my furniture at the great American home store and i see other people bought from other furniture stores they obviously don't know what they're selling for this bogus company, but because the lady at the great American home store lied over an over again about this warranty they loss my business also.Montage is a terrible company and I'll nerver deal with them again

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4:47 pm EST

Montage Furniture Services Beware of buying montage furniture protection

I had read their bad reviews before I had even made a claim. Wish I had read up on their service agreements before I purchased it. Buyer Beware. Had purchased a leather couch recliner from Ashley furniture .Bought service agreement which was Montage. We were told it was 5 year contact. That if the couch needed repairs and they didn't have parts it would be replaced. In May of this year the motor went and the couch would not recline. We presently the receipt from Ashley furniture and the Montage service agreement. We had to fill out LONG claim forms at least 6 pages. We sent them in to Montage and this was the beginning of the procrastination. It was unbelievable. 10 weeks later they finally sent a repairman. We are talking late July. He said the part needed to be replaced. Said when part came in he would replace the motor in the couch. We waited. 12 weeks went buy after numerous phone calls from us. Finally in mid October they told us the couch and it's parts were discontinued. I asked if they were going to replace the couch with something comparable. They said no. The selling point of the contract was it would be replaced. So we went back and forth and we were forced to settle for the price of the contract. 900.00 which is actually our own money we put out to buy the contract in the first place. So...we are stuck with a 1500.00 couch that doesn't recline. We paid $ 2400. All together. Will never buy another contact again from this Montage or any other. Montage the Queen of Procrastination and broken promises. By the time you pay for all the interest on this purchase we got royally screwed. No surprise .read all the other reviews.

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10:57 am EDT

Montage Furniture Services Furniture repair

This claim originated on August 3, 2017. It began with a broken handle and a puncture on the side of the armless seat. On September 29, 2017, the tech from fast furniture repair, Bruce, came out to repair the puncture. He proceeded to, we can only assume, accidentally slice all the way across under the seat. Nowhere near the original puncture. It is now October 23rd 2017, and we STILL have had no communication and/or resolution to this issue. As you can see from the photos that I’ve attached Bruce destroyed our couch. After speaking with a montage customer service rep this morning, I was informed that they will not re-order the handle which was the original problem. As you can see from the photo I attached of the handle, it is wrong! The handle sticks up from between the seats and Leans away from the chair it is attached to.
We have been more than patient regarding this issue and I implore you to please address this mess! When the tech Bruce, sliced the furniture, he attempted to hide what he had done by stabling it. The way you see the foam coming out of the couch is exactly the way he left it.
Fed up with this!
Mary Jo Zins
[protected]

Mary Jo Boomhower-Zins

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Jon siegel
, US
Jun 11, 2018 10:57 pm EDT

Montage furniture services is a scam. They have no intention of fixing your furniture.

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2:43 pm EDT
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Montage Furniture Services Customer service/ unethical behavior

My husband and I submitted a claim on 8/15 because our boys got permanent marker on our sectional couch. My husband (a computer guy) submitted the claim with all the requirements, including pictures. I had to call/email Montage 3 times before they could 'see' the pictures. Afterwards, I had to call Montage because they were not staying within their 2-3 day response time. Every agent I talked to had messed up details on our claim saying we had a broken frame, etc. when that was NEVER reported. We only put in a claim for the permanent marker. Ultimately our claim ended up being denied saying they couldn't do anything because the technician said she couldn't clean the couch without causing further damage . When I called and asked for a supervisor the initial agent wouldn't pass me on, and when I finally asked the third time to be passed on did they finally agree. The claim was resubmitted to be looked at, and the supervisor (Sandy) promised she would call back that day and let me know the status of the claim. She never did. I later called back and Sandy informed me that they would reverse the initial decision and replace the pieces but that they had to contact Ashley furniture to see if it could be ordered. I called back today 10/20 because I still hadn't heard the status of what Ashley Furniture had said or would be able to do for us (over 5 days later). The agent told me I would have to wait another 4-6 weeks to hear back. That was incorrect information as our furniture had been discontinued and couldn't be replaced. When I personally contacted Ashley Furniture, they had never received a phone call or email from Montage asking them to replace the pieces. I again called Montage back and asked to speak to a supervisor because the initial girl I had talked to said that they were sending the claim to the discontinued department..neglecting to mention that I had to call to get it to happen. I talked with Sandy again who was agitated that I was upset because they were taking care of the claim. My beef is not with that...it's the customer care and how this company does NOT take care of people who pay good money to have their furniture insured. Sandy raised her voice with me and argued with me over the phone and ultimately said that I called her a liar. I NEVER used that word to describe her. I said she didn't do what she said she would do (call me back). By her telling me I called her a liar, she is ALSO implying that I am a liar. That is completely uncalled for and inappropriate behavior. I asked to speak with her supervisor and she denied me saying that I could only file a complaint through email. Bull!

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11:05 am EDT

Montage Furniture Services Unscrupulous practice

DO NOT purchase a warranty that bears the name Montage name. They do not give you the policy until AFTER you purchase. This policy states that you must submit your claim within 5 DAYS of the incident. They also do not cover peeling and flaking of bonded leather because that MUST be a manufacturer's defect. They also will not ALLOW the retailer to give you a refund for your warranty purchase after 90 days. A complete scam and not a valid warranty. Save your money!

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12:38 pm EDT

Montage Furniture Services Rejected service claim

A leather sectional sofa I purchased at Ashley Furniture started to show signs of damage. Luckily (or so I thought) I purchased the Montage Furniture Services 5-year protection plan for $200 when I picked out the furniture. I diligently saved all the paperwork for the furniture and protection plan and filed a claim with Montage via email.

A week later I still had heard no reply so I called the 1 800 number to speak with someone directly. She forwarded me an email where I could file my claim online. Another week passed before I finally heard back from Montage that my claim (#OM1785816) was denied because the furniture damage was caused by general wear and not accidental damage.

This company and protection plan is a scam. If you read the very fine print of the plan, you will realize that they can explain away any damage to your furniture as not being covered. The "exclusions" list is so long you may find yourself asking if the protection plan covers anything at all.

I will never again be buying one of their protection plans.

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4:12 pm EDT

Montage Furniture Services Accidental damage to furniture

I bought a leather recliner from Slumberland Furniture three years ago with a one year factory warrantee and a five year extended warrantee through Montage Furniture Services. About a year after I got it, the edge of the leather tore from contact with a wooden magazine rack and was repaired through the factory warrantee. Now I am in the process of moving to Indiana and while being moved to the garage for staging the house to sell, the same thing happened again. The leather tore in the same general area from contact with a sharp edge of the magazine rack.

I have reported this to Montage and they denied my claim, after I sent pictures. They said they determined that it was from 'normal wear and tear' to the chair. It most definitely was NOT that, as I saw it happen myself. How do they determine what normal wear and tear is by a picture when they don't ever ask to see what damaged the furniture or the room in which it was. They are an absolute fraud if they do this routinely to people who make a legitimate claim. They are calling me a liar and I do not accept that. They need to either honor their policy or refund my entire premium so that I can get it repaired elsewhere. My claim number with them is FC1762247.

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