Customer ReviewsforMontage

I purchased a Lazyboy sofa from a local furniture store in 2021. At that time I purchased a Protection Combo plan. I noted a small rip and contacted my local dealer and Montage. Without anyone coming to look at the sofa, the claim was denied. The initial correspondence after my claim was submitted, was form letter stating it was denied. No explanation and no reason. I requested a personal inspection of the sofa and was denied that as well. I am currently reaching out the the CEO to have some questions answered. I would like to give this company no star rating.

We are truly sorry that Ms. ******* claim experience has been unpleasant, and for any frustration it has caused her.  We have thoroughly reviewed her claim and overturned the denial to allow a technician to inspect Ms. Samuelson's sofa in person and provide an unbiased report of the nature of the damage, and if possible, attempt to repair covered issues.  I have sent an authorization for an inspection and Ms. Samuelson can expect to hear from the service company within the next 3-5 business days to schedule an appointment.  
By sending the service technician, We are not guaranteeing coverage.  When the technician’s report is received in our office, it will be reviewed, and Ms. Samuelson will be notified of our final coverage decision and the next step.  The technician is not authorized to make any coverage decisions, only recommendations on how to repair an issue if one is present.  If we determine the issue is covered under the terms of the protection plan, the claim will proceed accordingly.  If we determine the issue does not meet the conditions of coverage, the claim will be denied and no longer qualify for further review.  If Ms. Samuelson has questions or additional concerns, she may submit a note in her claim through our online portal at www.furnitureclaim.com, email [email protected], or [email protected].  Thank you.  

Was mislead by 1st visiting technician with regard to product failure. I was lead to believe that issues of failure would be addressed regarding a power loveseat purchased during the pandemic with Protection First Premium Coverage that was not covered as promised! During the repair process, items were replaced (yet the repair parts had to be repaired using items from the defective parts), and the repair work did not fix any of the problems originally reported. A follow up email was sent to me via an alphact@montage email address, stating that the foam and fabric items of the loveseat were not covered, yet the factory limited warranty states INTERNAL STRUCTURES covered under lifetime limited warranty includes: Springs, Wood frames, Metal bases, Reclining mechanisms, Seat cushion foam, and Feathers. Items from this list are the primary cause of the furniture failure and the only thing even touched by Montage was the reclining mechanisms. I was promised by the original technician that all of my complaints made in January of 2024 would be addressed. Honestly, nothing from the original list was touched!

We are sorry that the outcome of Mr. ****** claim was not what he expected and any aggravation the experience has caused him. We sincerely 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 for non-covered damage. 
To clarify, Mr. ******* Protection Plan has a term of five (5) years and is not an extension of the manufacturer’s warranty for quality and craftsmanship.  Montage, LLC does not make furniture, and therefore, we do not stand behind its quality or longevity, and do not cover manufacturing defects.  
Our records indicate both recliner mechanisms on Mr. Stahlman's power loveseat were replaced; however, the seat cushion inner core foam has lost resiliency, causing the seat cushion to sink further than desired.  This type of issue is not covered by the Protection Plan, and Mr. Stahlman may refer to his Plan Document regarding the applicable exclusions under Section Three (3) "What is Not Covered", Letters "C & W", which state:  
"C) PRODUCT REPAIRS THAT ARE COVERED BY THE MANUFACTURER’S WARRANTY OR AS A RESULT OF A RECALL, REGARDLESS OF THE MANUFACTURER’S ABILITY TO COVER SUCH REPAIRS;"
"W) 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 information provided by the technician, as well as the above referenced exclusions, the denial regarding sinking cushions from loss of resiliency is valid and will stand.  If Mr. ***** has questions, he may submit a note in his/her claim through our online portal at www.furnitureclaim.com, send a text to 616-202-3829, email [email protected] or [email protected]. Thank you.