Montage Furniture Services’s earns a 1.6-star rating from 3 reviews and 117 complaints, showing that the majority of furniture protection plan holders are dissatisfied with service and coverage.
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Refusal to cover product fault
Beware of this company and Ashley Furniture. We've purchased thousands of dollars worth of furniture and were told by the Ashley salesperson that purchasing coverage with Montage Furniture Services would be a great investment to protect our new leather furniture. After just a few months, the leather on one of the chairs began to split at the seams because of the poor quality, not because of any accidents or abuse. We called MFS and were promptly told that they WOULD NOT cover a fault with the product. In reading over the warranty information again, we found that everything is "at their discretion" which tells me that they cover NOTHING. Do not waste your money on these criminals.
The complaint has been investigated and resolved to the customer’s satisfaction.
Refusal to file claim
We had purchased a Protection Plan 2 years ago which offers coverage for any damage to the furniture. The representative on the phone asked me when the incident happened. Since my husband has the exact details on the accident and he wasnt home, I provided a vague/approximate date of the incident. I also said I am not sure. I am 8months pregnanyt and my memoery isnt at its best these days. The representative refused to send a claim form saying the incident was outside 30 days and they have a 30-day policy. I told her as well as her superviser that I could have made a mistake while stating the date, but they still refused to file a claim. This is a SCAM, FAKE policy. I did not sign anywhere about the details and they are holding just my word and refusing to even file a claim.
The complaint has been investigated and resolved to the customer’s satisfaction.
We purchased a leather recliner from Ashely Furniture about two years ago. With this we also purchased the Montage protection plan for 5 years that was supposed to cover all material problems with the recliner. We called Montage with a claim stating that the leather material was ripping and cracking . It was due to defective material, the reason I say this we had it checked out by a furniture expert. The Montage claims person without even looking at it or sending a rep. out to look at it, had a excuse right off the bat, that it was normal wear and tear and they would not honor the claim. At this time she said there was nothing they could or would do and that was that. I believe at least they should send out a rep to check the situation. This company is a rip off and should not be trusted. This company should be investigated for fraud!
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.
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
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.
Youre a liar! Montage doesn't cover damage done during deliver... That falls on the company you purchased the furniture for...
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.
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
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
The complaint has been investigated and resolved to the customer’s satisfaction.
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
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!
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
they are criminals that need to be locked up. They look for every way to deny a claim so they can keep the money.
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.
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
read the terms of the plan first before you ###! does it state it covers everything NO!
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!
The complaint has been investigated and resolved to the customer’s satisfaction.
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.
1/2
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.
I can't believe this compact did you ever get your money
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.
Replied
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 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.
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
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 most recent is for a broken zipper that is holding in the cushion stuffing on my sofa. I consider a zipper to be a mechanism - MFS considers it to be a seam (but do not state this explicitly) which I now find out is not covered. Customer service stated I could write in a request for a refund of my purchase of the protection plan but when I received the check it was short $89. I called customer service again and they had prorated the check plus deducted a cancelation fee. My conversation with customer service was not a cancelation of my policy, but a full refund of my purchase since the policy was useless to me. I was led to believe I would receive a full refund with my written request.
DO NOT PURCHASE ANYTHING FROM MONTAGE FURNITURE SERVICES. THEIR POLICY IS SO AMBIGUOUS THAT THEY CAN DECLINE TO COVER JUST ABOUT EVERYTHING. DON'T WASTE YOUR MONEY, OR FUTURE TIME ON THIS COMPANY. THEY ARE JUST LIKE EVERY "PROTECTION PLAN" SERVICER. Unless your problem is specifically stated in their policy as covered (and I mean specifically), odds are they will not help you.
I was back to the store where I bought my furniture and explained the situation to them. I told them that I expected them to refund the remainder of my plan plus the sales tax I paid because I would not have purchased the plan had I known it was a limited protection plan. The manager seemed unhappy and confused that my claim was denied. He mentioned that the company only sells the MFS protection plan and so he seemed unhappy that MFS (with the stores loyalty to MFS) was making the store look bad to its customers. I have to say that this store (surprisingly) is willing to go the extra mile to make sure customers are happy. I've had a couple of issues with the furniture at this point. After my first claim was denied, the store replaced the item. Now, with this claim the manager is going to go to MFS directly. We'll see what happens.
I think you should go back to the store where you bought your furniture and talk to the manager. Don't just give up with MFS' denial.
Montage is a member of the Better Business Bureau with an A+ rating. Since I have only found complaints about MFS and no positives review on the internet, it means that no one is filing complaints with the BBB. Everyone with a fraudulent policy complaint should also file a complaint with the BBB. Maybe MFS will begin take our claims seriously.
Same here, sofa bought at STAR FURNITURE. very expensive. The warranty was to cover everything and anything, , , HA ! The couch is leather and it started fading on the color in several places. It is only 18 months old. Filed a claim and they responded that it is not covered under my warrant - OH YES IT IS - states on what is covered, Fading and transference of color. Trying to dispute their answer. This is horrible. I paid almost $3000.00 for this, If I had known it was going to be crap, I would have gone to BIG LOTS to purchase a sofa
Bought a Sofa and Love Seat on 12/26/15 for a $2578.55 plus $199.95 for the protection plan. I attempted to make a claim on 4/2/19 (Furniture is not 3 1/2 years old and the leather is peeling off) She asked me when I discovered the damage and I told them that it was progressively getting worse over the last year. They denied the claim and said I only had 30 days to report the damage following the discovery of the damage. She said it was in the fine print at the right hand bottom of the page. I'm file a complaint with BBB after this.
They made me submit the claim 4 times- kept getting lost. And then found way to deny claim in fine print.
I agree this company is a scam and my claim was denier too!
My story is exactly what everyone is complaing about. ! I am all for the class action law suit!
They just need a reason to deny. The company is total joke. Everyone should file complaint with BBB. I am going to now
I had same problem. They just try to evade with wrong reasons. In my case, they said they never received the photos. I sent them photos multiple times and also to multiple MontageFS email addresses they gave. They received my emails but not photos(!). They just waited for the expiration and closed the claim without informing me! This is a big scam.
I am having this same problem when I brought my Son a bed from Ashley Furniture in Nashville and I was told about a 5 year warranty what do we all think that mean that a 5 year warranty your furniture will be covered under any damage. When I called to file a claim things seems fishy when I told them my Son bed was loose and I already had to have slacks replaced within the 1 year manufactory warranty. Then his head board seem loose and one morning he woke up the wood had cracked and now his bed is on the floor I was told that I would be given a email of what is covered and I was told finger nail polish damage, punchers, scratches come on now are you serious I am in the process for asking for my refund I would have never spend 150.00 plus tax for a warranty that does not cover the head board, and frame of a bed that is ludacris and we where never explained in full detail what we where paying for with a 3 year old at the time I would have never purchased this warranty that didn't cover the main part of the bed I hope they offer that refund because it is no use to me if not I will go the mile to fight and let others know about montage I see now why Ashley's Furniture no longer uses them for their warranties they are a SCAM AND A RIP OFF !
I purchase my furniture from cardis and i called them to have a stain removed from one of my sofas. I have been waiting since september and every time you call customer service some lady who never answer the phone, who works from home and has kids yelling in the back ground. also the line is busy all the time. And this line is a black jack line! REally a business that cant afford to pay for a landline. The service technicians are just as rude and the person who answers the phone, hey are just a big scam!
First, If you file a class action suit I will gladly sign on. Second if you pay BBB for a triple A rating, they will essentially ignore complaints to a point. Montage is scam perpetrated because people trust the furniture store they purchase it from. They attempt to deny every claim for any reason. It is sad that reputable furniture stores do business with them. They have no good reviews except those put out by employees or agencies payed to fix their image. You will notice positive postings are from sales people or include no detail. Where as, negative are very detailed and emotional. Decide for yourself personally I think we should all go to our furniture stores enmass and let them know that they should not do business with this scam called Montage
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 experienced furniture industry experts."
I reluctantly bought the plan and was given only the receipt as proof of purchase about the plan. I wasn't given a brochure or an explanation about the plan.
3 years later in March of 2010 I tried to file a claim with Montage Furniture Services but was told that they did not have me on record as purchasing a warranty.
I went through all the phone call procedures back and forth with Ashley and Montage and till today May 2010 I still haven't received a phone call from Montage acknowledging service of my furniture.
I intend to file a report with the better business bureau.
Had same problems with this company. WORST COMPANY EVER! Purchased 5 year warranty on leather furniture and leather started peeling on one of the recliner rockers. I called and was told that is not covered under the warranty because they didn't manufacture the fabric! Few months later one of the chairs started to make a boing and sqeaking sound when it rocked, they finally had a service tech come out about 6-8 weeks later who said a metal part needed replacing. He said he would submit a report and they should approve it and then he would have to come back out in a few weeks to replace. A few weeks later we got a email saying it wasn't covered because the part wasn't completely broke in half! We had 24 months left on the warranty and decided to cancel it since they weren't going to cover anything and received a refund of $6.49 after they tacked on a service technician fee and cancellation fee. Worst company around. BEWARE DO NOT BUY ANYTHING FROM THIS COMPANY THEY ARE A SCAM!
totally agree with all of the above...bottom line...NEVER EVER BUY A PROTECTION PLAN FROM THESE PEOPLE...BIG JOKE...WASTE OF MONEY
To make a long story short, my situation is very much like all of what I have read above. I called on April 6th to file a claim only to be told that "we do not see where you purchased a plan." I told them, "I have my receipt in front of me." I proceeded to do their job by calling Ashley Furniture to inquire about the plan. By the way, I connected Montage on a 3-way conference call. Between all of the back and forth between Ashley and Montage they finally allowed me to file a claim around the 1st of June. Ok keep in mind that I called to report the problem and to file a claim on April 6th, and it was June before I was permitted to file a claim. By then of course, 30 days have gone by so my claim was denied. I called upon receiving the denial and I told them I did what I was supposed to do. I reported the problem within 30 days and through no fault of my own, I had nothing to do with the paperwork. I paid for the plan, and the rest is between Montage and Ashley. The guy whom I spoke with said that he would go back and listen to phone conversations. Guess what? I never heard back, so I called back about a week later and asked to speak with a supervisor. I told the rep that " I have every piece of documentation to do whatever I need to do to resolve this issue!" She said, "let me see if I can get a supervisor for you." She comes back after about 3 mins and say "she decided to overturn your denial, and we will get a technician out. It is very important to make sure you have documentation of reps name, date and times of any communication with Montage. We will see how it goes from here, so be on the lookout in the next week or so.
I am SOOOOO upset with these people. I just called a moment ago to put in a claim for a leather sectional I purchase in August of 2011 and was told that the leather coming apart on non-wear areas is not covered. Um, excuse me?!?! Leather doesn't just simply flake off of a piece of furniture that no one sits/leans on. This is happening ont he BACK of the headrests and I was told it was because my house is dry and this happens. I asked Karen, the representative, if I should simply anticipate purchasing a new, expensive leather sofa every 3 1/2 years since this one isn't wearing well. I then asked to speak with her supervisior and she had the nerve to tell me no and that she would have someone call me. She also said that she didn't belive my claim and that it would go to the review board and would likely be denied because she felt I was lying. WHAT A FREAKING JOKE! When anyone starts a class action lawsuit, please include me!
Same issues with this scam of a company. Is anyone looking into a class action lawsuit?
I am in the same boat. However, we bought our furniture at a CHLOE'S Furniture and were told that this warranty plan was great. We purchased it and now 2 years later, the specific store we bought the stuff from is closed, they are out of business. We called Montage FS and were told that they wouldn't cover anything. What a waste of money and time! I am very angry about this, they take your money and don't give you anything back. AVOID THIS COMPANY!
I agree with everyone's complaints on here. I went to BBB website & started reading complaints there. I only made it back to the beginning of Sept 2013 when some things became VERY clear! If ANYTHING goes wrong with your furniture piece BEFORE you call Montage go back and READ every word of the warranty! 99% of the declines they did were because of loop holes they have in the contract. Like when they ask you when item was damaged? You HAVE to a DATE, & you have to call them within 30 days of that date! You can not say around the 3 or 4 weeks ago. Also, another lady was told that since the furniture company she bought her sofa from went out of business they could not get parts to fix her sofa, so all they could do was refund the warranty amount. WRONG! Warranty states they have to refund the full amount if the furniture company goes out of business in ck form! Go back and read to protect yourself and your investment. I have companies like this!
I am pissed off at these scam artists as well. My story is the same as the rest of rest of you y'all's. Montage makes up excuses for them to not cover the warranty I purchased with the over $6000 dollars of junk furniture I purchased from Ashley. I'm not giving up though. I'm considering filing a lawsuit against Ashley and Montage. The salesperson at Ashley assured me that it great way to protect my investment. What a joke! DO NOT GET DOOPED! Do not buy Ashley or Montage!
Purchased a warranty with Montag and will NEVER make that mistake again. I have a sofa that has damage that is clearly covered under warranty and Montag has spent 2 1/2 months trying different ways to deny my claim. They have lied and stated that the damage is seam damage when there is no seam anywhere near the damage. Fabric has pulled away from the frame and the sofa stuffing is falling out. Their employees are rude, ignorant and uncooperative. They make up anything necessary to deny your claim. Avoid this company at all costs!
Oh greaT i JUST REGESTERD MY PROTECTION PLAN AND FEAR WHAT i HAVE IN STORE IF ANYTHING HAPPENS TO MY SOFA SLEEPER!
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
This sounds like a good complaint for the Better Business Bureau.
buyer beware !
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.
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!
The complaint has been investigated and resolved to the customer’s satisfaction.
I purchased a sectional back in 2021 at five star furniture , everything was good until part of the seam separated and ripped…
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.
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.
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
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!
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.
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.
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!
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.
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?!
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.
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.
Overview of Montage Furniture Services complaint handling
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Montage Furniture Services Contacts
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Montage Furniture Services phone numbers+1 (800) 686-5559+1 (800) 686-5559Click up if you have successfully reached Montage Furniture Services by calling +1 (800) 686-5559 phone number 0 0 users reported that they have successfully reached Montage Furniture Services by calling +1 (800) 686-5559 phone number Click down if you have unsuccessfully reached Montage Furniture Services by calling +1 (800) 686-5559 phone number 0 0 users reported that they have UNsuccessfully reached Montage Furniture Services by calling +1 (800) 686-5559 phone numberCustomer Service
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Montage Furniture Services emailsclaims@montagefs.com100%Confidence score: 100%Supportsalessupport@montagefs.com97%Confidence score: 97%supportsales@montagefs.com96%Confidence score: 96%salessalesinfo@montagefs.com95%Confidence score: 95%salesmilitary@montagefs.com78%Confidence score: 78%hr@montagefs.com77%Confidence score: 77%hr
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Montage Furniture Services address4035 Park East Court, Suite 300, Grand Rapids, Michigan, 49546, United States
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Checked and verified by Janet This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreJun 30, 2025 - View all Montage Furniture Services contacts
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I unfortunately fell to the scam as well. we were promised that by buying the "Peace of Mind Protection Plan' that we would be covered.. It is now 3 years and the leather is falling apart, cracking, splitting and bubbling. We are stuck with a crappy and EXPENSIVE piece of furniture with a 'Protection Plan' that is as worthless as the piece of paper it is printed on! Ashley Furniture and Montage Furniture service definitely win the scam artists of the year!