Complaints

This profile includes complaints for Montage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Montage

  3333 Deposit Dr NE Ste 330 Grand Rapids, MI 49546-1470

  
• 

  Montage

  3050 Centre Pointe Dr Ste 50 Roseville, MN 55113-1180

The 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:06/19/2024

  Type:Service or Repair Issues
  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.

  We filed a claim for a stain on our couch. They denied it saying it was faded. This was a mustard stain. Bright yellow originally.

  Customer Answer

  Date: 06/19/2024

  We have ordered two new covers for the couch. Total cost with install will be roughly $900. When we have the original cover removed we will keep it to prove our case. 

  

  Business Response

  Date: 06/21/2024

  We are sorry that Mr. ********* claim experience has been unpleasant.  He will be contacted directly by our Consumer Advocate within 1-2 business days to work toward a resolution of the complaint. Thank you for keeping us mindful of our customersconcerns.  ******************** can reach the Consumer Advocate by email at ********************************************.  Thank you.  

  Customer Answer

  Date: 06/24/2024

  We have ordered new cushions for $570

  The install will be roughly $300

   

  We would like to recover total $870

  Customer Answer

  Date: 06/24/2024

  We have ordered new cushions for $570

  The install will be roughly $300

   

  We would like to recover total $870

  Customer Answer

  Date: 06/26/2024

  We have paid 570 for new cushions and will pay 350 for install

  Customer Answer

  Date: 06/26/2024

  We have paid 570 for new cushions and will pay 350 for install

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21871548
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  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.

  ONE JUNE 12 2021, WE BOUGHT SEVERAL FORNITURE PIECES IN ********* FURNITURE, THEY OFFERED US THE GUARANTEE FOR EACH FURNITURE THAT WE ACCEPTED, THE SERVICE IS PROVIDED BY MONTAGE, A SUBSIDIARY OF ONE80 INTERMEDIARY AFTER THE SPRING BREAK, WE HAD A PARTY AND UNFORTUNATELY, A COUPLE OF FURNITURES WERE DAMAGED (THE FABRIC OF ONE CHAIR WERE RIPPED WITH THE **** OF ONE OUR GUEST AND THE ***** IN THE ***** HAD STAINS AND SCRATCHES FOR THE BEVERAGES/HOT FORSKS ETC WE HAD IN THE ***** WE PLACED A CLAIM, AND SEND THE PICTURESTHEY ASKED US TO SEND, BUT, ON JUNE 14, WITHOUT A GOODS REASON, THEY DECLINED THE CLAIMS SAYING THAT WAS IMPOSSIBLE TO GET THE DAMAGES IN A SINGLE NIGHT, I THINK THAT THE REASON THEY PROVIDED IS JUST AN EXCUSE TO NOT TO PAY FOR A REGULAR CLAIM WE CALLED THEM AGAIN, AND THEY RESPOND THAT THEY WILL SEND A PERSON TO CHECKTHE *****, BUT THATS NOT A GUARANTE THAT THEY WILL PAY THE CLAIM, BUT JUST FOR ONE ITEM, NOT THE ****** THEY STILL INSIST THAT THEY WONT CHECK IT AGAIN WITHOUT A REAON WE WERE READING THE POLICY INFORMATION AND, TAKING IN MIND WHAT HAPPENED, OUR CLAIMS ARE 100% VALID, WE PAID FOR THIS SERVICE WHICH IS NOT CHEAP, TO BE PROTECTED IN THIS KIND OF SITUATIONS, THEY SAY THEY WONT TURN BACK THEIR DECISION,, I TOLD THEM TO SEND SOMEONE HERE AND CHECK ALL THE FURNITURES, I EVEN HAVE MORE FURNITURES UNDER THEIR COVERAGE AND I WONT CLAIM SOMETHING JUST TO CLAIM, I DID ITBECAUSE THE WE REALLY HAVE SOMETHING REAL TO CLAIM, BUT THEY REFUSE TO SEND SOMEONE HERE TO CHECK AND PAY WHAT IS FAIR TO PAY, THATS WHAY I THINK IS A KIND OF FRAUD OF A VEHAVIOR WHICH NEEDS TO BE NOTIFIED TO A REGULATORY INSTANCE

  

  Business Response

  Date: 06/17/2024

  We are sorry that the outcome of ****************** claim was not what he expected and for any aggravation the experience has caused him.  We genuinely want to provide a pleasant service experience and, whenever possible, a satisfactory outcome to valid claims for purchasers of our plans. We process many thousands of covered claims per month, and it is always disheartening when we must deny a claim that falls outside the perimeters of coverage as stated in the Plan Agreement. 
  When **************** reported his claim, he advised the agent the stains on the table were of an unknown origin. Once a claim has been submitted, it cannot be altered as what is originally reported becomes the official record.  We cannot change the information after the fact to fit coverage.  
  ****************** protection plan specifically covers accidental stains from food, beverages, and human and pet bodily fluids, during a one-time incident.  Because the origin of the stains was unknown when reported, that portion of the claim was denied.  However, as a courtesy, we have authorized a service technician to inspect the tabletop and provide an unbiased opinion regarding the nature and possible origin of any damage or stains on the table.  **************** can expect a call from the service company within the next 3-5 business days to schedule a service visit. 
  It is clear in the photographs that the damage to ****************** outdoor dining chair is not consistent with a one-time accidental puncture or rip, but rather wear-related fraying from use that has grown over time. Wear-related damage such as fraying is not covered by the plan, and *************** may refer to his Plan Document regarding the applicable exclusion under Section Three (3) What is Not Covered, Letter V, which states:
  V)WEAR-RELATED REPAIRS OR DAMAGE, SUCH AS BUT NOT LIMITED TO, FADING, RUST OR CORROSION, NORMAL WEAR AND TEAR, SEAM SEPARATION, STRESS TEARS, LOSS OF FOAM RESILIENCY, PILLING OR FRAYING;
   To be fair to all purchasers of our protection plans,we must abide by the written terms of the plan agreement.  Therefore, based on the nature of the damage to ****************** dining chair as well as the above-referenced exclusion, the denial is valid and will stand.  If he has questions, he may text the service center at ************, submit a note in his claim through our online portal at www.furnitureclaim.com, email ************************************ or ********************************************.  Thank you.  

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21851402
  
  I am rejecting this response because:

  The chair in effect has a RIP, nothing else, i explained to them how this happened

  once the rips are there, the damage becomes worse because the fabric threads are loose 

  they in effect sent somebody to check the table, they will check it this Friday, but about the chair, they are just doing nothing

  I notice that I'm not the only one in this situation, the rate of this business can't be worse, I only want to solve this matter the right way

  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/21/2024

  We are sorry **************** is unhappy with the decision regarding his outdoor dining chair.   As stated previously, it is clear in the photographs that the damage to ***************** outdoor dining chair is not consistent with a one-time accidental puncture or rip, but rather wear-related fraying from use that has grown over time.  As such, we continue to stand by our decision and this portion of ****************** claim will remain denied.  If he has questions, he may text the service center at ************, submit a note in his claim through our online portal at www.furnitureclaim.com, email ************************************* or ********************************************. Thank you.    

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21851402
  
  I am rejecting this response because: as I said before, with the rip, the threads are loose and the problem becomes worst with the time

  We took a week after the party to place the claim, and almost a month to take the picture and send it to them (all under their accepted time window) its obvious that if the problem is getting bigger with the time, the picture,  taken 3 or 4 weeks after the rip, will be worse than the day of the party

  besides, I want to inform that I did receive the visit for the inspection of the table, the inspector told me that the damage is obvious and they should change the top of the table because the stains in there, product of the hop dishes cant be removed, now, just today, Im receiving an email saying that they wont accept the claim, they insist that is still out of the coverage, which isnt true, i have it

  Im suspecting that they are giving me a harder time due to my claim in BBB, when Im just trying to get support for my rights as a customer

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/28/2024

  We are sorry the final outcome of ****************** claim was not what he had hoped.  The technician who inspected the outdoor table has confirmed there are various types of stains and damage throughout the entire tabletop consistent with an accumulation over time.  While damage from a single incident may be covered, damage that has accumulated would be deemed ineligible, and **************** may refer to the Plan Document regarding the applicable exclusion under Section Three (3) What is Not Covered, Letter N, which states:
  N) ANY STAIN, SOILING OR DAMAGE RESULTING FROM EVERYDAY USE OR THAT HAS BUILT UP OVER TIME
  Unfortunately,because there are various types of damage to many areas of the outdoor dining table, this portion of the claim would be ineligible for service.  If **************** has further questions, he may text the service center at ************, submit a note through our online portal at www.furnitureclaim.com, or email *************************************  Thank you.  

• Initial Complaint

  Date:06/04/2024

  Type:Order Issues
  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 bought my furniture at ashleys outlet store with the protection plan they offer the specified what it does not cover. I submitted a claim due to stains on my couches within the policy that this company provides. I received a denial in my claim without explanation and they are refusing to send a technician as there supposed to my claim number is PM1892444-24A i am utterly disappointed with this company and seeking justice with the bbb before I proceeded in a civil law suit i requested to get my money back that i paid there insurance but they said 25% is kept this is a farm of steeling

  

  Business Response

  Date: 06/05/2024

  We are sorry that the outcome of Mr. ********** claim was not what he expected and for any aggravation the experience has caused him. We genuinely want to provide a pleasant service experience and,whenever possible, a satisfactory outcome to valid claims for purchasers of our plans. We process many thousands of covered claims per month, and it is always disheartening when we must deny a claim that falls outside the perimeters of coverage as stated in the Plan Agreement. 
  The Protection Plan covers accidental stains caused by **********************, his family, or friends, during a single incident.  The photographs provided do not show stains consistent with a single accident, but rather various types of stains throughout both pieces consistent with an accumulation of multiple incidents and heavy use over time.  The plan does not cover accumulated stains, and ********************** may refer to his plan agreement regarding the applicable exclusion under Section Three (3) What is Not Covered, Letter E, which states:
  E) ACCUMULATED STAINS OR DAMAGE RESULTING FROM LACK OF REGULAR CARE AND MAINTENANCE, WILLFUL ABUSE, MISUSE, MISHANDLING, UNAUTHORIZED MODIFICATIONS OR ALTERATIONS TO A COVERED PRODUCT OR FAILURE TO FOLLOW THE MANUFACTURERS INSTRUCTIONS;
  To be fair to all purchasers of our protection plans, we must abide by the written terms of the plan agreement.  Therefore,based on the number of stains present throughout both pieces, as well as the above referenced exclusion, the denial is valid and will stand. 
  If ********************* would like to request a plan refund, he must send the plan certificate, a copy of his itemized sales invoice showing the purchase of the furniture and plan, and a reason for the request in writing to ************************************ or by mail to Montage Furniture Services at *******************************************************.
  This will be a pro-rated refund based on the time the plan has been in effect. There will be deductions for services rendered under the plan as well as a cancellation fee of $25.00 or 10% of the plan purchase price, whichever is less.  ********************** may refer to his plan agreement regarding the conditions for cancellation under Section Four (4)Conditions, ********************** which states:
  G) Cancellation: You may cancel this Agreement for any reason at any time. In the first thirty (30) days You will receive a full refund of the Agreement Price upon cancellation. To cancel within ten (10) days or less of the Effective Date, contact the Selling Retailer of Your Agreement for a full refund of the Agreement Price. To can eleven (11) to thirty (30)days after the Effective Date, contact the Administrator in writing with this Agreement and a copy of Your sales receipt to receive a full refund of the Agreement Price. After thirty (30) days, You will receive a pro-rated refund based on the time expired less a cancellation fee of twenty-five dollars ($25)or ten percent (10%) of the Agreement Price (whichever is less), less the cost of claims paid. The refund due while an RTO Transaction is in force will be paid to the Lessor. In the case of termination of an RTO Transaction, this Agreement will be cancelled and the applicable refund will be paid to the Lessor. The Lessor will then be responsible for paying any amounts due to the Lessee or You. We may not cancel this Agreement except for fraud, material misrepresentation or non-payment of the Agreement Price by You. Notice of such cancellation will be mailed to You at least thirty (30) days prior to cancellation and will include the effective date and reason for cancellation.If We cancel, the return Agreement Price is based upon one-hundred percent (100%) of the unearned pro-rated Agreement Price. Any claim paid or repair costs incurred prior to cancellation will be deducted from the refund otherwise due.
  If ********************** has questions, he may call **************, email *********************************** or ********************************************.  Thank you.  

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21801761
  
  I am rejecting this response because: this incident was due to a kids birthday party thats was held on a Sunday multiple children ages 4-8 was celebrating my daughters birthday and I was un aware of the juices and milk to include nail polish that was used I have a an 17month old who also spilled milk on the same place juice and water was spilled they are diffrent stains that occurred on the same day. No one reached out to request how the incident happen and what liquids was used your claims are inefficient when it cones to requesting details of the accident also having to speak to someone would be easier than to submit claims solely online I noticed that this is a common issue in your policy and hundreds of other claims sounds more like a scam I was told upon purchasing the item that this specific insurance is great because it covers spills especially having kids FALSE clearly not just states claims need to be places within 30 days and I sure will share on social media that this company is a fraud. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 06/21/2024

  We are sorry ********************** is unhappy with the decision, and the online claim process.  Using the portal is an alternative to claim submission but is not required.  Claims may be submitted by phone, text, or email; however, all required documents must be sent via email or uploaded through the online portal. 
  As stated previously, the photographs provided do not show stains consistent with a single accident, even that which may have occurred during a birthday party, but rather various types of overlapping stains throughout both pieces consistent with an accumulation of multiple incidents and heavy use over time.  The plan does not cover accumulated stains, and ********************** may refer to our previous response regarding the applicable exclusion in his Plan Agreement.  If he has further questions, he may call **************, email **********************************,or ********************************************. Thank you.  

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  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.

  Hi, I purchased this warranty from Star Furniture called montage and its covers my sofa and recliner. I have an open claim and Ive been waiting almost 3 months for them to come out and repair. They have accepted responsibility for the claim and agreed to repair the sofa. Ive been waiting now three months for the parts to come in every time I call montage Furniture ******************* they stated that their emailing they manufacture for the parts and no one ever emails them back. I stated to them that they need to either replace the sofa or I need to speak with the supervisor so they can maybe order the parts from another manufacturer to get my sofa repaired, no one ever responds to montage about parts and I have not received service. Someone help me please. I paid for a warranty. They have accepted responsibility and now they do not want to repair my sofa

  

  Business Response

  Date: 06/03/2024

  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 ****************** claim has not gone as quickly as we both would expect, and for any frustration the experience has caused him. 
  To clarify, we have every intention of repairing ****************** sofa when his parts arrive.  An order was sent directly to ****************** manufacturer for the left and right-side facing seat casings and cores, to be shipped to the Star Furniture warehouse.  Upon receipt of the ordered parts, the Star Furniture Warehouse will notify the service center, and an authorization will then be sent to the service company in ****************** area to retrieve the parts and complete the repair. 
  Although some mechanical parts are universal and can be ordered from an outside source, the seat casings and cores can only be provided by the original manufacturer of the product. Parts from the manufacturer of ****************** sofa are sent from overseas,and in some cases shipping times can be longer than preferred. 
  Today,June 3rd, 2024, an urgent request was sent to the manufacturer to provide the status of the part order.  We have requested they respond as soon as possible with further details.  **************** will be notified when we receive an ETA from the manufacturer.  If he have questions, he may text the service center at ************, submit a note in his claim through our online portal at www.furnitureclaim.com,email ********************************** or ********************************************. Thank you.  

  Customer Answer

  Date: 06/11/2024

  The manager from this furniture company contacted me on yesterday. Ive been dealing with them waiting for this part to come for the last three months and when they email this manufacturer that they use this company that they use never respond back to them Better Business Bureau. This is an issue the company that you are using to order your parts through and you emailed them, never respond back to your email. Something is wrong there. Why cant they at least replace the sofa call Star Furniture and Star Furniture that uses their service told me that that warranty department have that option if they wanted to, but they have me waiting and waiting and waiting and this manufacturer is never responding . 

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  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 bought some furniture from Rove Concepts with an extended warranty. When my couch tore in December 2023, I filed a claim with them. Later, I learned they handle warranties through a company called Mulberry. I provided all the necessary information and pictures but never heard back. After reaching out earlier this month, they now say the claim partner is Montage, which is news to me. Checking Mulberry's site shows no record of my claim. The only way I get any response is by emailing Rove Concepts. Recently, ******** emailed me asking what Rove Concepts has told me. What a joke.

  

  Business Response

  Date: 05/28/2024

  We are sorry that Mr. ******** claim experience has been unpleasant.  We will be contacting the consumer to discuss claim resolution within the next 1-2 business days. Thank you for keeping us mindful of concerns brought to your attention by our customers.  If ****************** has questions, he may text the service center at ************, submit a note in his claim through our online portal at www.furnitureclaim.com, email ********************************** or ********************************************. Thank you.  

• Initial Complaint

  Date:05/20/2024

  Type:Service or Repair Issues
  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.

  Bought office desk with filing cabinet and chair along with installion and delivery from **** Furniture. The installers did not install correctly as the filing cabinet drawers do not open properly. The top one does not open to its full capacity and the bottom drawer stops halfway, as if it is stuck on something. I was not home (my husband was) during installation so I didnt realize until I got home from work. I called the retailer and eventually was directed to Montage. Ive been in contact with them since July 2023 and to this day, I still have yet to receive new drawer slides. Ive been calling them almost once a week for nearly the past year. They keep saying they need an update from the manufacturer if the slides are available or not and without some type of communication, they cannot move further. However, its been several months and no update whether the problem will be resolved or not. So how long are we supposed to year? When I asked if they dont respond for 2 years, we still keep waiting? The montage representative said unfortunately, yes. However, the prior representative I spoke with said they give the manufacturer 6-8 weeks to respond before it can be escalated to reviews department. They just keep giving me the run around and will not refund, replace, or repair the issue. They wont even let me speak with a supervisor when asked. I spent a lot of money on this furniture and they will not help remediate the problem at all. I just want to be able to use my filing cabinet as expected. One of the technicians that came out to fix it said he refuses to come out anymore because montage needs to send new gliders as there is no other way to fix it. I ended up buying the gliders myself with the product number provided. That should never be a fix- for the customer to repair the problem themself when they have an active warranty that they paid for. A whistleblower informed me montage is the worst company and will find any excuse to not pay/fix.

  

  Business Response

  Date: 05/23/2024

  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.
  Ms. *********** protection plan covers specifically listed issues as stated in the coverage section of the Plan Document, and as with any plan agreement of this nature, there are conditions and limitations to coverage that must be considered when determining the appropriate resolution for a claim. 
  The Plan Agreement requires all part and complete product replacements be processed through the customers original selling retailer, as stated under Section Two (2) Repair ***** Letter A Coverage:
  Through the Administrator, We will repair or replace the Covered Product, at Our discretion. If possible, We will order, from the Selling Retailer, replacement part(s) or complete product(s), as necessary, to fulfill the coverage provided under this Agreement. Such part(s) or complete product(s) will be new and of the same make and model as Your Covered Product unless the Selling Retailer is unable to supply such products. In this case,You will select and, if approved by Us, We will order, from the Selling Retailer, new replacement part(s) or complete product(s) with features similar to those of Your Covered Product, up to, but not to exceed, the Purchase Price.In the event the Selling Retailer where You purchased Your Covered Product is unwilling or unable for any reason, to supply (i) part(s) or complete product(s) of the same make and model as Your Covered Product, or (ii)replacement part(s) or complete product(s) with features similar to those of Your Covered Product that are satisfactory to You (not to exceed the Purchase Price), We will refund the original Agreement Price, less Our cost of all previous claims paid under this Agreement, in complete fulfillment of Our obligation to You hereunder...
  Although listed as covered, Ms. *********** protection plan restricts coverage costs for drawer glides on all applicable pieces to a maximum of $200 per agreement and prohibits replacement of covered items for damaged drawer glides, even if the same or similar glides cannot be located through her original selling retailer.  *********************** may again refer to her Plan Agreement regarding this limitation under Section Two (2) Repair ***** ************** of Liability, which states:
  C) Limit of Liability: . The total limit of liability for breakage of buttons and zippers and hinges, handles, drawer glides and pulls,and nail head trim is limited to repair, replacement or cash settlement in an amount not to exceed the cost of like or similar quality components (Covered Product(s) will not be replaced due to lack of availability of original components). In addition, the total liability for breakage of hinges, handles,drawer glides and pulls, and nail head trim is limited to $200.00 per Agreement
  We have made many attempts to locate and procure the correct drawer glides through Ms. *********** original selling retailer with no success, and multiple technicians were sent to attempt repair with newly provided parts that were ultimately discovered to be incorrect, incurring service costs well beyond the maximum.  However, as a courtesy, we are willing to consider alternative settlement options in lieu of repair.  Our Consumer Advocate will reach out to her directly with further details.  If *********************** has questions, she may text the service center at ************,submit a note in her claim through our online portal at www.furnitureclaim.com, email **************************************** or ********************************************. Thank you.  

• Initial Complaint

  Date:05/20/2024

  Type:Service or Repair Issues
  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.

  I purchased a warranty for my furniture, which the furniture store issued through Montage. I have a claim that has been outstanding for many months. I have a reclining couch and the headrest no longer inclines. A mechanic came out and assessed the issue, ordered a part to fix it and... nothing. It's been months. I paid for a service that is not being rendered. This is very frustrating, but when I expressed my concern to Montage they gave me the run-around and are doing nothing about it. Resolution: get the part, fix the couch. It is not hard. It does not take this long. I work in the business of getting parts and fixing things, I know how this works. Make it happen.

  

  Business Response

  Date: 05/24/2024

  We are sorry that Mr. **** claim experience has been unpleasant.  Sadly, parts for furniture are not as easily obtained as many other items, and the order must be processed through his original selling retailer.  We have requested an update on the *** of the part from Mr. **** retailer, and when we receive a response, he will be notified. If Mr. *** has questions, he may text the service center at ************, submit a note in his claim through our online portal at www.furnitureclaim.com, email *********************************** or ********************************************. Thank you.  

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21734480
  
  I am rejecting this response because:

  This is the same response I got when I emailed my concern. It's been months, this service is unacceptable. Claiming the issue is out of their hands is a sad deferral of responsibility. 

  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/21/2024

  We are sorry that Mr. **** claim experience has been unpleasant.  We will be contacting the consumer and working toward a resolution of the complaint. Thank you for keeping us mindful of concerns brought to your attention by our customers.  ********** has any questions, he may contact the Consumer Advocate directly at ********************************************.  Thank you.  

  Customer Answer

  Date: 06/29/2024

   
  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,
  
  *******************

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair Issues
  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.

  We bought a sectional two years ago and the frame broke and they are claiming its normal wear and tear. The warranty is a scam. Ive been fighting with them for 3-4 months and they are still denying even after *** sent them multiple pictures and paper work as a stalling point. They even denied it before a tech even came out. I fought for a tech to come and he said yeah it needs to be repaired and would order the parts. Come to find out they denied the tech too without even contacting me. I had to call for a status update and was notified oh sorry our techs cant authorize anything. Really then why have them at all. Stop selling the scam warranty that doesnt do anything. You are stealing people money period. My solution is get the repair done or replace. Claim ID *************.

  

  Business Response

  Date: 05/20/2024

  We are committed to providing top notch service and put forth our best efforts to give our customers the outcome they are looking for. Each month our company fulfills thousands of claims; most of them resolved quickly, effectively, and with high satisfaction. We sincerely apologize that Ms. ******* claim has not gone as smoothly as we both would wish and for any frustration the experience has caused her. 
  After further review, we have determined the issue is covered, and have sent an authorization to Ms. ******* original selling retailer to order the parts needed for repair to be shipped to her home directly.  When **************** receives the parts,she should notify the service center immediately, and we will authorize the service technician to return and complete the repair.  If she has questions, she may text the service center at ************, submit a note in her claim through our online portal at www.furnitureclaim.com, email ****************************************** or ************************************************** you.

• Initial Complaint

  Date:05/14/2024

  Type:Order Issues
  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 have an extended protein ction warranty for my sofa. They send out a stain kit but wont send out a person and actually fix my couch. *** made seceral emails and told them what happened?. They send a cleaning kit then want me to take pics pf the kit that they sent. They are not taking responsibility to fix my couch eventhough i paid for the extended plan.

  Customer Answer

  Date: 05/15/2024

  All they sent and it does nothing to fix my couch

  Customer Answer

  Date: 05/15/2024

  All they sent and it does nothing to fix my couch

  Customer Answer

  Date: 05/15/2024

  All they sent and it does nothing to fix my couch

  

  Business Response

  Date: 05/20/2024

  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 expected and for any frustration the experience has caused him. 
  In many cases, we may send a cleaning kit for customers to attempt to spot clean a covered stain themselves.  This is referenced in Mr. ********** Plan Agreement under Section Two (2) Repair ***** Letter E ******* Deliverables,which states:
  E) ******* Deliverables: There is no deductible required to obtain service for Your **************** ******* will be performed in Your home; however, at Our discretion, We may elect to remove the Covered Product to perform service and We will return the Covered Product upon completion of service. Stains: Do not attempt stain removal until You contact the Administrator for assistance. The Administrator may provide You with authorized products to assist You in removing stains. Please read and follow the directions on the authorized products for proper usage prior to attempting stain removal. If the stain cannot be removed with the authorized products, call the Administrator to arrange for professional cleaning. If We are unable to remove the stain professionally, We will replace Your affected ****************
  On 5/15/2024, we were notified the stain removal kit was unsuccessful.  We have since tried to contact Mr. ********** retailer to request additional information and have not yet received a response.  An authorization has been sent to the service company in Mr. ********** area to go to his home to inspect and if possible, attempt to spot clean any covered stains.  ********************** can expect to receive a call from the service company within the next 3-5 business days to schedule a service appointment.  
  He will also receive notification of the authorization and contact information for the technician from his Care Team directly.  If ********************** has questions, he may text the service center at ************, submit a note in his claim through our online portal at www.furnitureclaim.com, or email **********************************.  Thank you.  

  Customer Answer

  Date: 05/27/2024

   
  Complaint: 21713308
  
  I am rejecting this response because: they do not have anyone in my area alegedly to fix my couch. also no one has contacted me in reference to this.my number is ************
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/21/2024

  We are sorry if there is any confusion regarding service availability in Mr. ********** area.  Our records indicate service is scheduled with a qualified technician for June 28, 2024.  If he has questions, he may text the service center at ************, submit a note in his claim through our online portal at www.furnitureclaim.com, email ********************************** or ********************************************. Thank you.  

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  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.

  On April 24th, my cat unknowingly gave birth on our couch. I contacted the furniture store for information on how to remove the bodily fluids left on the couch. They provided me with information for Montage and instructed me to file a claim. I submitted the claim on April 29th, including numerous photos of the soiled areas and any requested documentation. Today, on May 10th, I received a cleaning solution for the affected area. I followed the instructions on how to properly use it, but unfortunately, the solution had no effect - the stain remains. I paid $500 through the furniture store to cover damages caused by pets, yet all I received was a solution that I could have purchased on Amazon for $15, saving $485. I am extremely disappointed in the lack of care demonstrated by this company.

  

  Business Response

  Date: 05/14/2024

  We are sorry that Ms. ******** claim experience has been unpleasant. She will be contacted directly by our Consumer Advocate to work toward a resolution of the complaint. Thank you for keeping us mindful of our customersconcerns.