Montage Furniture Services
Reviews and Complaints

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.

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 ;).

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.

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!

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.

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...

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

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.

*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!

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!

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"

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.

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.

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.

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

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.

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

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!

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!

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.