Montage Furniture Services
Reviews and Complaints

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.

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.

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.

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.

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.

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.

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

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.

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.

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!

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.

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.

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!