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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.
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.
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.
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I just got denied on my claim too! It took over 3 months to get a denial but they flat out denied it.
Complaint Rating:
Company information:
Montage Furniture Services
3959 Centre Pointe Drive, Suite 50
Roseville, Minnesota
United States
Phone: [protected]
Unbelieveable. The company is a joke. We spent thousands of dollars on a quality furniture with Ashleys and almost a thousand dollars on a protection program that is a joke. We have attempted to file a claim x3 on different pieces and everytime they come a reason why they don't cover the furnture. The plans is sold as a furniture mishap protection program..perfect for military personal and families with children. Damage done to leather by a pet is not covered, broken or missing pieces damage during a move by us...not covered. Now damage to finish done by sun and moisture from drinks on a coffee table not covered. Why did we even spent the money on such a program. If you do get them to look at it...it is months to get it looked at and then if it is covered...you must go back to a to the original store to pick up replacements dispite the fact that they are a national store chain. Because we moved 4 times in 28 months for the US ARmy and are now 2800 miles from the original store is this reasonable considering we paid alot of money for a protection plan to cover us! My husband just came back from his 4th deployment and thought we would be covered by this program only to find out the entire program is a jOKE! Don't spend you money on this crap! You might as well just keep your money and take your losses...at least you have you own money to replace the item if it is damaged!
This company is a joke. I filed a complain towards the end of my paln expiration date. They sat on the claim until after the plan expired and then denied saying that the protection plan has ended. They keep saying that the paperwork I sent in was received AFTER the plan expired whereas I know that I sent the paperwork 2 months before it expired. Total scam and total rip off. They will flat out deny all claims. They may cover a stitch here and there but any major claim will be denied.
First things first... the MAJORITY of you purchased ASHLEY furniture... well is the start of all your issues... Its not 'Quality' furniture... being a sales person in the industry for close to 10 years now has taught me the difference between "Quantity" and "Quality"... Don't blame the Warranty company for not fixing and denying claims on furniture that's not worth it to begin with. I sell Montage Furniture warranty plans and the have been absolutely great. Think about that before you buy Ashley furniture.
Well think about this. I have 2 years left on my protection plan, and was just denied a claim when a ladder fell onto the corner of my sofa and ripped a tear in the corner and flatted the wood. I went through the whole process documenting and sending in pictures, they sent a repairmen out and the repairman said he would order me a new fabric cover and fix it. Now MF is dening my clain and said it was general wear. HOW CAN A LADDER FALLING ONTO YOUR FURNITURE BE CONSIDERED GENERAL WEAR. IT WAS CLEARLY AN ACCIDENT. I will give them a chance to re-consider, then I am going to hire a lawyer and start a class action law suite, if they do not fix or replace my damaged furniture. Is there anyone else out there that would like to be named in the class action?
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
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!
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 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.
They just need a reason to deny. The company is total joke. Everyone should file complaint with BBB. I am going to now
My story is exactly what everyone is complaing about. ! I am all for the class action law suit!
I agree this company is a scam and my claim was denier too!
They made me submit the claim 4 times- kept getting lost. And then found way to deny claim in fine print.
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.
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