Customer ReviewsforMontage
347 Customer Reviews
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Review from Kevin M
1 star09/12/2024
The motor for the recliner on our couch went out on July 1st 2024 had to send all the info proving we bought our couch & what we paid, then it took them 3 weeks to finally get someone to do a video call with me to say what was wrong with the couch. Then another 3 weeks to get the part they said was the problem & to get a repair guy out to fix it technician gets there puts in the switch they said was the problem only to find out it was the motor which I said was the problem in the beginning. So they ordered a motor & had it shipped to our house and was finally fixed on September 11th 2024. I will never buy a protection plan through Montage again!!! STAY AWAY!!!!Review from Marylou R
1 star09/12/2024
They have been the worst company to file a claim with .. I feel as if they are scammers they take your money and when it comes time for repair or services they try their best to not do the job .. I filed a claim in February of 2024 and have had to do all the “leg work” take pics send in serial number take more pcs fight with them on said pics I took . To finally get a repair technician to come and stay 10 mins after I took a day off from work to say parts wasn’t here . Then another technician scheduled and wasn’t told it would be a 7/8 hour repair until he was half way done and k had to go to work couldn’t afford to miss anymore work . Can’t get a supervisor to call the owner of Company is Alan .. but no one will help and recliner is still in shambles.. I will be filing a formal complaint in their state and seek attorney suggestions! Still waiting for an email!!Review from Samantha G
1 star08/30/2024
I filed a claim in May for a damaged couch cushion. They have sent two different technicians 6 weeks apart to take pictures. My issue is still not resolved. I called and asked to speak to a supervisor. They refuse to put one on the phone. I was told that request for a supervisor goes in a queue and they will call me back. Its been a week. I just want my money back for the service!! What a waste of time and vacation time I had to use to make sure I was home when they sent technicians out.Review from Carrie L
2 stars08/12/2024
We have had two repairs on the same lifting leg rest in three years, all under warranty. This time it took three months to get the repair. Because the retailer had gone out of business, Montage didn't seem to know how to handle the repair, or to care much about it as it took them about two months just to order the parts. All this after we sent them multiple pictures, through the portal, and called numberous times to try to keep the process moving. (The repairman failed to take pictures of the parts when he initially inspected the couch so we had to do it.) The Customer Service staff wasn't very effecient or friendly either. The portal wasn't effecient with information either. So much for the "We hope you're having a fantastic day" when you call them.Review from Connie S
1 star08/09/2024
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.Montage Response
08/12/2024
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.Review from Rickey S
1 star08/05/2024
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!Montage Response
08/12/2024
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.Review from Cody A
1 star08/03/2024
Do not buy a montage furniture warranty. Would give them 0 stars. Their favorite thing to do is deny any and every claim. Purchased a rug with a montage “warranty” to cover pet stains sure enough my dog had an accident on the rug. Jumped through every hoop to get the claim approved but was constantly denied. Took 3 months for montage to send someone out to “assess” the rug. Then to only get denied once again. Montage expected me to keep the rug inside for 3 months with animal feces on it. (That’s not happening) so the rug was placed outside under an awning for 3 months. Once I finally got a hold of a supervisor (don’t get me started on that process) they stated I was denied due to negligence of the rug by placing it outside. Tried multiple times to state I was not keeping a rug with dog feces in my house for 3 months due to them not sending someone in a timely matter. Sure enough my claim was denied. This company is a scam do not purchase a warranty from them. I repeat DO NOT BUY A WARRANTY FROM MONTAGE.Review from Heather B
1 star07/31/2024
I purchased a sectional from Ashley **** store and the 5 year protection plan from Montage. After 3 years of owning this sectional the fabric on 4 of the 6 cushions is shredding. The company claims it is normal wear and tear. I do not think that couch fabric should be SHREDDING with 3 years of use. To say I am disappointed that they will not simply replace the cushion covers is an understatement. Extremely disappointed that the main piece of furniture in my home is ruined after such a short time owning it.Review from Gretel B
1 star07/31/2024
I opened my claim in November, after that 2 technicians came to my house and told me that there is no repair for the sectional, after 9 months of waiting, now they tell me that I have to wait for some parts that have never arrived, when I call to see what is happening they tell me that the supervisor is going to give me an answer but the supervisor never has time to answer me and they can't do anything either and my problem with the furniture remains unsolved after 9 months.Review from Lisa S
5 stars07/29/2024
Very professional. Came right in and got to work and was very polite.
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