Important information
- Customer Complaint:Before filing a complaint through the BBB, Montage encourages you to contact their Customer Relations Department to personally handle your inquiry. They may be reached at 800-346-1360 or [email protected]. Thank you.
Complaints
This profile includes complaints for Montage's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 338 total complaints in the last 3 years.
- 93 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/11/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a ******** recliner from White's Furniture in *********** **, In March 2022 the chair broke, wood and metal pushed thru the back of the chair and is sticking out. I contacted my warranty company Montage in March, I am still waiting for a replacement part or replacement chair.
Business Response
Date: 08/12/2022
We are devoted to providing exemplary service and each month our company fulfills thousands of claims quickly, effectively,and with an outcome that is favorable to all parties. We are truly sorry that Mr. ******** claim has not gone as quickly as we both would expect, and for any frustration the experience has caused him.
According to our records, Mr. ******** original selling retailer notified the service center that the *** for the leather material is September. We understand the current supply chain delays can be frustrating; however, because the protection plan is intended for repair, and repair is possible, therefore, we must proceed with this course of action. When ****************** receives the parts for his chair, he should notify the service center as soon as possible,and we will authorize the technician in his area to go to his home to complete the repair. If he has any questions, he may contact the service center at ************** or ***************************************.Customer Answer
Date: 08/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Customer Answer
Date: 10/26/2022
Complaint: 17702957
I am rejecting this response because: I puchased a ********* recliner from White's Furniture in *********** **. When I purchased the recliner, I also purchased a warranty from Montage. I filed a claim with them on March 12 stating that a metal piece had come thru the back of the recliner, they accepted the claim and stated that a new chair back would be sent. After several months of waiting, they said it would be delivered to me in September, it is now October and have not heard back from them in 2 weeks. They should either fix the chair, return my money for the chair, or send me a new chair
Sincerely,
*************************Business Response
Date: 10/26/2022
Date Sent: 10/21/2022 6:45:59 PM
We apologize that Mr. ******** claim has not gone as quickly as we would hope. On 10/6/2022, the original selling retailer notified our office that tracking information indicated the parts were delivered to Mr. ******** address. We are still waiting for a response regarding the tracking details. If ****************** has received his parts, he should notify the service center and we will proceed with sending the technician to complete the repair. When we have received a response from his retailer, ****************** will be updated. If he has any questions, he may contact the service center at ************** or ***************************************.Customer Answer
Date: 10/26/2022
Complaint: 17702957
I am rejecting this response because: I have not received the parts and have been waiting since March
Sincerely,
*************************Business Response
Date: 11/21/2022
We apologize that Mr. ******** claim has been unpleasant. According to our records, the parts were delivered to him; however, he has notified our office that the parts are not correct. Mr. ******** claim is being handled by one of our managers, and he can expect a call from her within the next couple of days to discuss the resolution options.Initial Complaint
Date:08/09/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Filed a claim to report a large nail polish on our white chair in March 2022. Received a bag a fabric for the chair in July 2022. Late July 2022 a repair person came out and was flabbergasted that 1. The job was given a 2 hr and would be a minimum of 5 hrs. Plus the fabric that was sent was precut and would never fit together as the original, but it also had multiple stains on the fabric. I have reach out both through the online claim system and submitted pictures of the stained fabric and request a phone call multiple times. No response via a call has come still at this time. I received an email and text today August 9, 2022 to schedule a time for repair, where they will be sending out a technician to try again to put stained replacement fabric on a chair that needs to be replaced.Business Response
Date: 08/12/2022
We are devoted to providing exemplary service and each month our company fulfills thousands of claims quickly, effectively,and with an outcome that is favorable to all parties. We are truly sorry that Ms. ********* claim has not gone as smoothly as we both would expect, and for any frustration the experience has caused her.
Based on the current circumstances surrounding her claim, as a customer service measure, we have authorized to cease repair attempts for Ms.********* swivel chair and proceed with alternative resolution options. We have sent a request to her original store of purchase to provide additional information about the chair. When we have received their response, ******************* will be notified of the next step in the claim process. If she has any questions, she is welcomed to contact the service center at ************** or **********************************.Customer Answer
Date: 08/13/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************
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