Montage Furniture Services
Reviews and Complaints

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.

We bought durablend sofas from ashley furniture and purchased the warranty from montage. Don't waste your money. Neither montage or ashley honor it.
Our durablend sofas are peeling but guess what? thats not covered. Ashley told us it covered everything. And ashley said they had so many complaints about durablend they no long carry the brand. But doesn't matter, montage won't cover it..
Its a scam.
I've purchased a great deal of furniture from ashley but no more.
Two weeks ago it began to peel but now its so bad we can't sit on it. It sticks to our clothes. We had to cover it.

We bought a sectional and purchased the warranty by montage furniture services because the couch had usb ports for charging and is a motion recliner. We put in a claim back in the end of 2016 and we are still waiting for the parts to come in so the couch can be fixed. In February of 2017 I was told that the parts had shipped but they were sent to a Ashley furniture store instead of to our home. I stressed many times with them that we had moved and gave them our new address many times. It has now been over 8 months and we are still waiting on the parts to fix the couch. They don't respond to emails and are very unprofessional. We spent over 3000 on the couch set and only bought it because it had a warranty that was supposed to cover everything and anything or they would replace the sofa itself. The whole process very disappointing and the company hasn't reached out to rectify the situation. I will never do business with them ever again. I'll be calling the manager and then going to corporate if the situation is resolved by the end of the month. These people shouldn't even be in business with how many people they have scammed and ripped off.

My Wife and I bought a sectional couch from Ashley Furniture and shortly afterwards one cushion got damaged by one of our pets. My wife tried to scrub out the damage however it had no effect. We submitted a claim to Montage Furniture services and shortly afterwards was told the cushion would not be replaced even though we had purchased the premium protection plan which is supposed to cover damage caused by household pets. Customer service was terrible and inconsistent as well.

I am writing to request a plan refund.

My husband and I purchased a sectional couch from Ashly Furniture in Fairfield, CA. Like most major purchases, we bought the warranty associated with the furniture. We have done a diligent job keeping our couch in really good condition.

Late last week (4/13/17), my 8-year-old daughter was sitting on the couch doing homework when her pencil seemed to puncture the arm of the couch. I called Ashley furniture on Friday to determine what needed to be done to fix the arm of the couch. They gave me the information for Montage Furniture. I called today, Montage customer service was extremely rude. She originally told me they don't cover punctures for y fabric type. She then said well it sounds like a crack. We don't cover that either. The whole conversation was demeaning. Her tone was so harsh and aggressive. She consistently cut me off and assumed she knew everything that had happen with the incident.

I requested to speak with a supervisor, which wasn't much help either. The supervisor, Heidi #7607, in South Dakota finally answered the phone after being on hold for 9 minutes. She was "aware of my circumstances" - she never once asked me what happen to my couch. She went directly off of what the representative had told her. She then told me because of the poor quality of the material there are probably cracks because of "average wear". I asked her how could she know that without having seen the couch? Not to mention, we sit and lay on the opposite side of the couch which has no punctures, rips or cracks. She literally was silent after I said that.

In the end, she told me she couldn't help me, and if I wanted to move forward with getting money back or whatever it is I wanted to do I should write a letter to their offices in Michigan.

I find it so crazy that Ashley Furniture would partner with a company like this that not only upholds customer service but also talks horribly about the furniture consumers purchase from them. I am now just working on getting my warranty money back. I feel like I was totally ripped off.

I filed a claim with Montage Furniture to fix my sofa on 12/30/16. We bought the 5 year protection warranty and our sofa has built in recliners. One of the recliners completely broke and we noticed the other side was doing the same. This is not the first time we have had an issue with the couch.
Well, they first denied the claim saying that I did not file in the appropriate time frame and I called them immediately. It was a fight to get a supervisor on the phone. Once I did, she apologized and said she would get the claim submitted... Service guy came out Feb 3. on Feb 17 I received an email saying my claim would be processed in 5 days. I called on the 27 and was told that they "just received the email from the service guy today" and they would order the part and I should receive them within 5-10 days..
It is not MARCH 10, No parts and when I called back I get "we just received an email today with the information that we needed from the service man" and NO supervisor can be found.
Meanwhile, we have a couch in our living room that is not even 2 years old that is broken and no one can sit anywhere.
We have had coverage on our furniture for 15 years with them and up until 2 years ago never had a problem. I do not know what changed but now it seems like they are just thieves . I will NEVER purchase a warranty again if they are the company I have to work with.
I hope to get some kind of resolution today but I think I will have to become one of those people that calls and calls until they just give me what is deserved, I hate when companies push you to do business that way. I paid for a service and I expect that service.
Update: I just received a phone call from Montage... SOMEHOW they have all the information and will send a work order out. This is after I have threatened to get my lawyer involved. Just a sad company. I would not buy a warranty from them and feel safe knowing your furniture is covered because IT IS NOT!

September 28, 2016 called like 20 times always had the run around with them, I had to call the furniture store I purchased the furniture from and they had my part in their warehouse. Kept telling me it was going to get fixed. I paid for an extended warranty and they didn't do anything to help me the furniture store where I purchased it from fixed it for me on December 13, 2016. They need to refund me my money. The person who I talked to was Kelly who did nothing for me, very rude.

I have 5 year warranty on all my furniture from Ashleys. I called them for a repair on my bed and they sent out a repairman who couldn't fix it. He told me the company would get back with me, they never did. I called Ashley's and they told me to call Montage that they made a mistake and should never of sent their repairman. When I called Montage they told me I was denied due to the time limit.

This company sent a repair man who was unable to fix our couch due to a broken frame. After 2 months of going back forth they gave a full denial. During those 2 months screws and chunks of metal began falling off of the furniture. Finally I called to try to get answer and got hung up on, then they accused us of excessive wear and tear. We do sit on it everyday and bought the warranty for that reason. Now we have a completely broken couch and a no good warranty. This company has completely not followed through on their commitments.

I purchased around $10, 000 worth of furniture from Ashley's furniture in February of this year (2016). I paid over $500 for a Montage plan that I was told would cover bodily fluids among other things.

My son cut his foot and bled on the couch and the same day he had an accident on the couch (pee). This was on 10/24/2016 and I called to file a claim to have this fixed. I emailed all of the pictures and service request in...as requested...then waited. I heard nothing. 2 weeks later, I call to check the status and I am informed that they received my service request but no pictures. At this time, I resend the pictures.

After a few days, I call again to check on the status of the claim and am told that they are missing the service request! At this point, it has been roughly 3 weeks and no resolution or contact from them, other than when I am calling.

So I resend the service request and a week later, the day after Thanksgiving...I receive a generic "Your claimed has been denied" email. I try to call and their office is closed due to "inclement weather". I wait and call back that Monday and they say they will look into it again.

I AGAIN get an email...not a call...saying that my claim is still being denied. I ask for a reimbursement, which I feel is ONLY right since they are denying the only claim I have requested and it is something I was guaranteed would be covered. They email me a response 4 days later (today 12/2/2016) saying I have to write a letter and send it SNAIL MAIL then they will prorate a reimbursement plus charge a cancellation fee...oh and I must add, they included a phone number that was WRONG on the bottom of the email!

This company is a JOKE and robs people of their money! Then you, as a consumer, are left with no recourse. They should be put out of business! No customer service and refuses to hold up their side of the warranty!

Bottom line they cover NOTHING, definitely not what the sales lady at Ashley furniture store said. I want everyone to know do NOT buy their protection plan. I have a recliner not yet 5 years old and the head pillow has a big hole not sure what caused this but it might have been from my husbands buckle on a hat. The service tech came out to take pictures and said not a problem they would just take that part off the recliner and order a new one but first had to be reviewed. Of course it was denied I will shout it to everyone do not buy Montage Furniture Service Protection Plan it's not worth anything . Sandra Isenberg

When I bought my sofa, 3 years ago, I was told that if I bought insurance from Montage it would cover anything that goes wrong no matter what. Well my daughter sat on my sofa with a pair of jeans on that had rhinestones in them, it ripped the fabric pealing the leather so when I put a claim in for the damage they told me that pealing wasn't covered only rips! Does that make any sense? So now the only thing I can do is buy a new sofa since no one will even recover it!
This company is a scam!

Complaint to the company under warranty buy at El Dread Furniture for the Sofa, one side was resigned more than the other side.
They send a thecnician a month later, this person working the Sofa for three
Hours and finished the work, far worse than when he began. We told him that the work was not correct, he inform montage that we refused his service.
Them they send another thecnician to check the Sofa, he look it over for 10 minutes an left.
Montage inform us that the damage to the Sofa is not covered under our contract, even though they even cost must of the damage.

I purchased a rug at pilgrim furniture and took out a five year warranty. Do not take out the warranty unless you thoroughly read the contract. My friend who helps me clean periodically was using my personal vacuum that pulled up a thread leaving a bare spot. I called the company and made the mistake of saying my cleaning lady or person caused the damage while vacuuming with my vacuum. Because I used the words cleaning lady The company denied the claim. I never take out extended warranties and will not do so again. It was very apparent from the claims process that this company would be looking for any way to deny the claim that they could.

October 2, 2016

On May 11, 2013, I purchased my daughter’s furniture with a protection plan from Montage Furniture Services. The salesperson assured me that Montage will cover any damage that happens to the furniture for five years, regardless of how it occurred.
I submitted a claim to them approximately a month ago with the required photos. The company responded back that I should have alerted them sooner and they are not responsible and will not cover any damage. I advised Montage that my daughter is eleven years old and damage can happen on a daily basis. I even followed up with them and told them damage occurred just the day before and the company still refused to honor their agreement, instead telling me I should have read the contract.
Montage is a horrible company with horrible customer service and terrible business practices. The company will do everything it possibly can do from honoring their agreement.
I will no longer do business with Montage Furniture Services, Furniture Fair, or any other company that does business with Montage. I will be reporting this matter to the Better Business Bureau (Montage is familiar with the BBB considering they have a less than A rating), other furniture companies, and the Office of the Michigan Attorney General (the state where the company is based).

Purchased warranty from Ashley's Furniture in April 2013 on 2 electric reclining sofas "dura blend" leather like upholstery. Fabric scratched by my cat. Accidental damage right? Wrong! Apparently this is normal wear & tear which is not covered. I guess everyone that bought this type of furniture has a cat? Store claims it is a known manufacturer defect that they graciously covered up to 3 yrs after purchase. I am 3 months beyond 3 yrs. The months I've spent working with MFS don't count. Extremely disappointed with the "disposable $900 sofas purchased. Yes, I bought 2. Buyer beware!

1st call 8/5/16 - no response from Montage Furniture Services
2nd call 8/16/16 - no response from Montage Furniture Services
3rd call 9/20/16 - no response from Montage Furniture Services

No matter how many times I submit my information, they never receive it. This is a joke. I am submitting a bbb complaint today.

Do NOT buy a protection plan from this company, they are underhanded and have many tactics to avoid paying claims or providing cleaning services.

We had two spills on a brand new, expensive sectional that we purchased a protection plan for through Kalin Furnishings - the servicing company was Montage Furniture Services (MFS). We paid a good amount for both the furniture and the plan knowing with an elderly parent living with us, it was a necessity.

The day of the first stain, we submitted a claim form with receipt and plan coverage information. We had to follow up with MFS because of lack of response, they then requested a long list of requirements including three different letters with information on specific photos they needed, size, angle, distance - and with two different contact emails.

We again complied quickly, knowing that the stains would set in the upholstery and the cushion if we allowed it to sit for too long. Again we had to follow up and it was three weeks before they sent the photo request letters and again asked for all the information we provided initially including receipts and plan information.

We called at that point, frustrated with their stall tactics and lack of responsiveness, and asked if we can have a professional cleaning service in. The representative checked with her supervisor and then emailed, at our request to have it in writing, that we could try to have it cleaned and it would not void our warranty. That is also stated in our plan details. We were not given the name of any required cleaning services or told only certain cleaning companies would be allowed in that email or via phone, or in the plan details.

We did have it professionally cleaned, and right after, received a call from a cleaning company that MFS hired to come out to "look" at the stains (NOT clean them). They next availability was over a month after we first submitted our claim and the spill. A month! Just to look at it.

A call today to MFS explaining that we went ahead with their blessing and had the cleaning done, asking how to submit the receipt, resulted in their rep telling us that they won't reimburse us, that we didn't use one of their authorized cleaning services (which they never stated was part of the warranty nor did they provide that information when we asked), and are refusing to honor the claim.

We have a call to the original furniture store, Kalin Home Furnishings, to complain about the company they endorse and use. This the most we've spent on furniture thinking this is our retirement home and it would last. This is just an unethical company who doesn't intend to honor their promises, takes money from clients without providing any service. We will be filing complaints and pursuing reimbursement.

Montage Furniture Services
4035 Park East Court, Suite 300
Grand Rapids, MI 49546
Phone 800.686.5559

Bought extended warranty through them for 2 power recliners that I bought at a higher end furniture store . Have a board underneath that bolts came loose or broke on . It cannot be seen without removing material but they want 5 pictures of which will be useless because it won't show the problem . Then fill out multiple forms . I have never in my 49 years seen a warranty company that made it hard to file a warranty claim. I have notified place of purchase that I will no longer do business with them, due to the fact that they use a support company that is more or less a scam . That company is currently looking into other warranty companies to do business with . I normally don't complain, but this has really irritated me . Do not waste your time or money with this company ! I wish I would have read reviews online of them first . I normally don't believe online reviews, but in this case believe it. I will be reporting to every place I can.

Just sent an email to suburban furniture, Pat Luthy. I purchased 1couch and 1 love seat 3 years ago. Noticed leaning of back of love seat and began feeling that I was leaning in on couch. Finally love seat back really began leaning like something broke. Called suburban and the gave me number for MFS because I purchased 5 year warranty. Called them the would not even make claim because I needed to call them within 30 days after I saw leaning. Wow what a great protection plan. I didn't know I was supposed to be the furniture expert. Furniture should not do this after 3 years! I want to know why major furniture companies partner with these service organizations that only want to take your money and not provide service. I am eating to see what Pat Luthy has to say. When I get an answer I will share with all. After looking at the thousands of complaints about MFS I feel had. Shame on you Suburban, you should choose your partners wisely.