Montage Furniture Services
Reviews and Complaints

1st call 2/5/16
2sc call 2/8/16
3rd call 2/8/16
I am calling to report rips in my furniture. Was questioned about a date and my reply was I really don't know. But the main one every one I have talked to so far is when I said some time in 2015. I am very upset with the customer service I received on the phone as well as not wanting to help with my problem.

Paid for a 5 year protection plan and they refused to repair my sofa and loveseat motor that went bad one year after purchase .. My mom died and because I did not report the incident 14 days after it happened they refuse to send someone to take a look at it.. They are horrible... I asked for a supervisor and they never got me one.. We spent over 5000 at the store and we have had nothing but problems getting them to commit to their part of the contract. Never buy furniture from ashley again because of this

Do not bother buying this protection plan! My 2 year old had an accident on the couch and it took them two weeks to send a technician to take pictures of it. One week later they denied the claim because it was on three different couch cushions. We paid $300 for the 5 year protection plan for absolutely nothing! When I called they stated the technician believed it to be an accumulation of stains that was built up over time. No this was a one time incident and we have had urine stained cushions for almost three weeks before anybody "technician" came to the house. This company is the biggest joke I have even dealt with personally.

I will never buy a couch from Ashley's Furniture or purchase the Montage Protection Plan ever again and will tell everyone I know not to. Ashley's Furniture scammed us saying that Montage would cover anything. We asked specifically if they would cover jeans dye rubbing off on our light colored couch, for example, they said "oh yes, of course they'll come right over and replace it." It's a complete scam. It has become a full time job to try and get our couch fixed. Ashley's and Montage keep going back and forth, blaming each other and not returning our calls, saying it's not covered - any excuse they can come up with. DO NOT BUY FROM ASHLEY'S OR PURCHASE THE PROTECTION PLAN FROM MONTAGE. I can't even believe Montage is in business still.

They sent technician out to inspect why my couch doesn't recline properly. All he did was take pictures of mechanics under the couch and turned in paperwork...I called back explaining something is wrong because it will not recline or set back up correctly. Asked to have technician come back out and sit and recline and sit back up on couch and they would see that something in the mechanics is not working correctly. Was told would not come back out as pictures showed nothing was broke. I beg to differ, something is wrong because it does not work properly. They totally refused to send someone out, some customer service. They have my money and now I am nothing but a VERY DISSATISFIED customer. FC1113884

I agree with everyone else, this company is absolutely not out to help people! From the beginning, the people I have spoken to on the phone have been aggressive and rude. The first woman basically "denied" my claim before I finished giving her the details saying that they don't cover that. When I read word for word a section of their coverage that should include my claim, she then finally said I could fill out a claim form and send pictures, etc. Essentially, they try to deny claims before ever seeing the damage or having the whole story. Then... I sent all of the information needed for the claim and after waiting over a week to hear back from anyone, they just sent a simple email denying my claim again and their explanation of why it was not covered was not even a description of my damage! I've called back several times trying to speak with a manager and one lady put me on hold and then came back saying she talked to the manager and the claim still stands but never let me speak to anyone else. Another lady told me she couldn't get a manager and they would call me... Waiting for that call still! I am not trying to scam them at all as we have had the furniture for 3 years and we have made no claims on multiple pieces of furniture we have with them and there is no damage except for the damage I am trying to make the claim on and it is accidental and not even that big and should absolutely fall within the coverage and they are doing their best not to pay/help! This is very frustrating and anyone considering paying the extra few hundred to cover your furniture, please don't! Its a waste of money! I wish I had the money back because it would pay to fix my furniture with a lot of money left over! : (

Please have your Montage furniture claims rep contact me. I have read the MULTIPLES of complaints regarding their company’s lack of attention to the warranty purchasers and I intend to not be one. I have a split in the fabric due to Faulty fabric type, have submitted my claim PM1077524 through the appropriate channels, spoken to Heidi at [protected], Xt 7607, received a notice the claim was denied due to wear and tear, although the area is in an area the NO WEAR AND TEAR exists, my calls are unanswered, and I am transferred back to the same customer care agents that started this whole fiasco in the first place. I do not agree on the denial, I am asking for a supervisor to contact me so that they can make a more educated decision regarding my warranty covered need for repair, and not feed me the blanket denial rot that I have received. I am not alone in the pursuit of fair treatment, as the company that we bought the furniture from is also mediating on my behalf, and reaching the same ineffective support from their sales reps. I am in hopes that this will curtail soon, as with many partners, I am sure they are not looking forward to the barrage of letters I will send to them regarding their treatment of an average customer that paid in good faith for a warranty that they will not honor, and will not fulfill a claim against based on nothing but the fact that they can. The facts do not support the denial, and I hope that their reputation and partner relationships are worth more to them than my one little repair because I will find time to let them know (as if they don’t already) what lack of service their company produces. I look forward to someone in their company having a conscience, and doing the right thing, by fulfilling our claim, right away.

Bought mattress protector w/new mattress. Son spilled drink on it. They denied the claim stating i didn't report it fast enough and the mattress was "soiled". Yes, it was soiled from the drink spilled on it! They denied my claim. I spent $59.99 on protector and could have bought one for half the price and and walmart. They don't stand behind their product.

I sold the furniture I had a warrnaty on through Montage. The warranty is not transferable so when I contacted MFS they advised me to cancel the coverage and I would receive a refund. I am due $396 and it's been well over two months and I haven't received my money. They told me they sent it on July 20, 2015 but I never received it. When I called and requested them to cancel the check I never received I had the rudest and most obnoxious supervisor screaming in my ear I have ever heard. She would not let me speak at all, talked over and down to me the entire time and I just ended up hanging up on her frustrated with no resolution and no closer to getting my money back.

This company is not professional or focused on their customers. They also need to do some better hiring, especially with their "Supervisors" who haven't the slightest idea how to listen, show empathy and drive towards a speedy resolution on behalf of their customers!

They are the worst company you can deal with them i have call them and opem claim 2 years ago for sofa repair. they never did it so i went and i did hire some one fix the sofa.
and today 5/4/15 i call because i have sofa arm brock and some stain and i spok to someone she told me that one of the staff i call for it to be fix was more than 30 days ago so they are not going to fix it i ask for manager they transfer me to sandy employee number 3668, she did the same thing.
No happy i need open a claim.

This is the first time I have dealt with this company and it was a horrible experience. I purchased a mattress and a protector and was told if any stains went thru the mattress it would be replaced. Once I saw this 100.00 protector failed to do its job I called and created a claim. Now I'm being told at the end of the process I'm stuck with my bed because of repeated stains. How am I suppose to know that this so called protector wasn't working? Also the fact that I have only had this bed for less than a year and this happens. I now know not to have anything associated with this company since they find little ways to get out of replacing their CUSTOMERS beds/furniture. I will also advise to everyone else of my experience to warn them of this shady company.
Also I've learned that the customer service representatives clearly don't know how to do their jobs each time I called it was a different answer and apparently when I called and checked status a gentlemen told me my bed was going to get replaced ( which now I'm being told that guy never noted that discussion). So maybe this company needs some better management but it is sad that the purpose of this company(warranty) wants to cut corners and leave people hanging. Thanks for a unforgettable experience!

Well I have seen so many complaints regarding the extended warranty ashley furniture sells through montage furniture services. Now I have a problem. I called them, and of course, it is after hours. I work during normal business hours. So, I decided to follow their prompts and file a claim online. When I put in my claim number and my zip code, their web page told me to "enter the correct plan number". It is the correct plan number and the correct zip code. I guess now I will have to take time off of work to call them and report problem. Stay tuned for my experience follow up with their service.

We filed a claim with MFS in March 2014. We opted for credits to apply towards buying another couch from Texas Gallery Furniture. We have been told for almost 8 months now by John at Texas Gallery Furniture that they have not been able to fulfill the order because they have not been able to release the funds to pay the supplier. When we went back to MFS to get the money for the warranty instead, we were told by a supervisor that they have already paid the claim to Texas Gallery Furniture, they cannot help us, and we would have to take it up with them. HOWEVER, the supervisor at MFS clearly stated that MFS's policy was that they do not pay any claims unless the furniture store provided them with proper documentation that the replacement couch was Ordered and DLEIVERED. This "documentation" could never have been supplied to MFS because the couch was never deliverd. I asked the MFS supervisor for the documentation or proof that it was delivered so they could pay the claim to Texas Gallery Furniture. I also asked her for the date that this supposed delivery to us occurred. She could not provide me with that. Additionally she stated that MFS would not provide me with it unless I hired a lawyer and they requested it. REALLY?! I am the customer, I paid for the warranty, and I have to pay a lawyer to get the documentation that cannot even exist since the couch was never delivered. MFS should honor the warranty we paid for and pay us the pay out offer from it.

I bought a pub table and 4 chairs at Furniture Fair 3 years ago. We knew it wasn't good quality because it wasn't very expensive so we decided to purchase the protection insurance just in case. We paid about $1500.00 for the set. Last year, one of the chairs broke so they replaced it for us. Took them forever to get the claim settled.
This year, the table drawer(underneath) broke off and two parts of different chairs had broken off. I made a claim through Montage and they said that the same set wasn't available anymore and that they would replace the table and three chairs. (Not 4 bc it had been replaced last year!) Then they said they would give me a credit of $416.00 to replace the set! What a scam! When I went back to Furniture Fair to see what was there, they told me that I had to pay for delivery for the new one and while I was there, I had to return the old one back to them. WE had to return it! Of course, I had to pay more for another set because nothing is that cheap. I will never again buy from Furniture Fair and I will certainly never, ever buy Montage Insurance and would never recommend it to anyone either!

Hello Carla,

Sorry for your difficult situation, but your email reached Furniture World Magazine. We do not buy or sell furniture. We publish a trade magazine for the furniture industry.

I have no knowledge of your situation and no ability to help you resolve your problem.

You probably found my email address on a news release about the retailer you purchased your furniture from that was posted to our website.

Good luck with your endeavor.

Regards,
Russell

Russell Bienenstock
Furniture World Magazine

On Tue, Apr 8, 2014 at 5:34 PM, Carla Brown Kennard wrote:
To: Montage Furniture Services
Alan M. Salmon
Furniture Factory Outlet
Homestretch Furniture

Re: Denied Claim over 6 Days!

Your Representative Troy at your Customer Service, thinks me White Trash, just because I am disabled does not mean I am ignorant. I am a single disabled mother with 2 children at home. I paid for your PROMISE, after buying new Furniture and everyone I have talked to about my claim has been rude, first person set me up to be denied! I have been fighting Cancer and other health issues, and was disabled from drunk driver in car wreck. I bought your warranty in good faith! Twice like a fool because of your new Promise! Please don't do this to me, over 6 days, and trying to go through the dealer before calling your number, I was told on purchase that the dealer would help me file, this is not right. Your promise should mean something !
CARLA KENNARD
[protected]

Sent from my iPad

This company is as Bad as they come Don't use them they will just take your money. I have been dealing with a claim sense October of last year, When calling they just say some one will call you and they just feeding you cramp calls never Ever returned. I had a service guy come out on 3/15/14 but Montage had him scheduled to come on 4/15/14. Wow they cant even get that right what a Big Joke. They just need to close there doors untle they can find out how to run this place. I could go on and on they really don't have a clue of what they are there for but to take people for granted.

We bought a bunch of furniture after losing our home to hurricane isaac. We also included a warranty on the furniture that was good from date of purchase until december 27, 2017 we paid for 2 leather love seats, 1 leather sofa 1 leather chair and ottoman and a coffee table and had it on hold until we completed our house. When furniture was delivered we did not use any of the items and it remained covered until we completed renovations to our home. We noticed a few problems with the reclining love seats and i called the warranty company montage furniture services to have them take a look at them and see what the problem was with the furniture. I had to fill out a bunch of papers and send them back to the company. I received an email telling me that i did not contact them in the first 30 days to report the problem so my situation is not covered under the warranty. I am furious! This is ridiculous that's why a bought a warranty in the first place. I feel like this company is a scam and they have no intention of honoring their warranties. I asked about a refund and the lady
{an extremely rude lady} told me that they have a cancellation fee and prorated usage charge i never used it!. When i asked her how much she was unable to give me an answer. Please do not give these people your money when buying furniture.

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.