ComplaintsforMontage

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2/23 I purchased a bed with frame, dresser mirror and mattress along with 5 year warranty. June 2024 the bed rail broke. I reached out to 7 Star furniture to advise they told me to call Montage Furninture services that warranty is through. 6/3 Montage rep told me to email receipt of purchase and warranty forms. I did so and followed up on 6/5 Montage then told me to now email receipt of purchase and pictures of entire bed. I followed up every 2 days for them to tell me that upper mgmt had to review my photos and receipts to see if my bed can be fixed. It wasn't until 6/14 they email to say a tech will be out to view the damaged bed on 6/19 as they did. 6/28 I received email stating they sent req to 7 Star Furniture, the business that I purchased the bed from, to order parts for my bed and have them sent to me. 7/5, I called 7 Star Furninture to confirm/the mgr there said to me he was waiting on Montage to reply to his email, he has not sent anything out as of yet bc he doens't know what to send and he will call them back 7/8/24. I never heard anything so on 7/10/24 I called Montage Furninture services and they are still telling me and still have it noted in their system that 7 Star is processing my request while 7 Star is telling me they are awaiting response from them. 1. This has been a very lengthy process considering I paid for a warranty upon purchsing the bedroom set, why do I have to go through this? 2. Also, why do I have to receive parts and repair my own bed? That's not how furninture warranties work. I am incapacitated and if I wasn't I should not have to fix my own king size bed. I feel as if i have been sold a warranty that doesn't exist and I am being fumbled around by both parties. 7 Star furniture *********************************************** and Montage Furniture Services ****************************************************. I have attached the receipt showing what I purchased incl Ext wrty. Please repair or replace my bed

  

  Business response

  07/12/2024

  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 ****************** claim experience has been unpleasant and for any frustration it has caused.
  **************** will be contacted directly by our Consumer Advocate to work toward a more suitable resolution to her concerns.  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 ********************************************* Thank you.    

  Customer response

  07/12/2024

   
  Complaint: 21976677
  
  I am rejecting this response because:

  I purchased a warranty for them to repair / replace the defective item covered items.  They began on 6/28/24 telling me the replacement parts were being sent out to me by the retailer. After the many back and forth phone calls from me to both  Montage and  7 Star Furniture, Montage is now suddenly emailing me to choose from either of the below resolutions and either one is not feasible.  As I responded asking them the following:  It takes away any coverage that  I *** need in the future on the other items that were apart of the order with that warranty. How is that fair?   And it does not cover taxes or  the delivery fee.  Why am I responsible for this and I have paid for a warranty? That's not outlined in their warranty that I purchased.  And if the store asks for the *** frame back, How I am supposed to see to them receiving a king sized *** frame?   How would that be possible on my behalf?  What kind of resolution is that to offer any customer that's stuck with a faulty item that neither the retailer or the warranty company wants to assume any responsibility for ?   This isn't fair by any means. 

  I am incapacitated and have been sleeping on an air mattress since 6/2/24.  I have paid for and in addition have been communicationg with and  providing this *********** and the Retailer with everything that they have asked for.   I should not be responsible for any additional costs.  And Montage Furniture services and 7 Star Furniture Gallery should respecfully assist me with that. 

   

  La ***********************

   

  Good morning ****************,
  
  I hope this email finds you well.  Im writing today about the concerns you mentioned through the Better Business Bureau regarding the furniture claim on your king *** frame.  I am terribly sorry your claim experience has been unpleasant and for any aggravation it *** have caused.  I have closely reviewed the circumstances of the claim and determined repair is no longer an appropriate course of action; therefore, I have listed below two alternative claim resolutions options. 
  
  1. A cash settlement in the amount of $292.50, in lieu of replacement of your *************** With this option, you will keep your furniture as-is and a check will be mailed directly to you.
  
  2. A reselection credit in the amount of $650.00. This is the original price you paid for the Kind Bed Frame only minus tax, delivery, and protection plan fees. The reselection credit is only valid for the same type of furniture grouping, and you must complete the reselection within 30 days through the original store you purchased from.
  
  The store *** require these original pieces back: Kind Bed Frame.
  
  Either of the above options will end your coverage on the damaged piece(s) of furniture as we provide one-time replacement only.   Please respond with your decision within the next ten (10) business days.  Thank you and have a good day. 
  
  
  Respectfully,
  
  Chelsy I Consumer Advocate 
  

  

  Business response

  07/15/2024

  We are sorry **************** is unhappy with the provided claim resolution options.  They were offered as a courtesy in response to her concern with the length of the claim and pending part order.  If **************** would like us to continue with the repair, she is welcome to wait for the parts to arrive.  After she receives the parts, **************** must notify the service center immediately, and an authorization will be sent to the service company in her area to schedule a service appointment to complete the repair. 
  To clarify, the provided resolution options are only being offered for the King *** frame, not any other items from the purchase.  The other furniture purchased for this plan will remain covered until replaced, service costs exceeded, or the plan expires.   
  Taxes are paid to the consumers respective state government and delivery fees are paid to the retailer. They are not part of the original purchase price of the covered products or the plan; therefore, they cannot be included when considering settlements.   This condition can be found in the Plan Agreement under Section Two (2) Repair Plan, Letter A Coverage, which states:
  ..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 some, but not all,of Your Covered Product is replaced, coverage will continue for the remaining term of this Agreement for any part(s) or complete product(s) that have not been replaced. 
  Regarding disposal of her damaged King *** Frame, **************** must request this service from her retailer directly.  Montage does not have the capability and cannot authorize this type of service; it is the sole discretion of the retailer. 
  We ask **************** to respond within the next 10 days to Customer Relations at ********************************************* stating her preferred resolution,and we will proceed accordingly.  The claim status will remain pending during this time. Thank you.  

  Customer response

  07/20/2024

   
  Complaint: 21976677

   

   I have accepted option 2 that the business offered me. 

   

   

  
  
  Good Morning
  
  
  I am responding to this email in acceptance tofr option 2 below. Please advise what is the process and timeframe for this to be completed so that I can receive my new ***. 
  
  
  
  Sincerely,
  
  La ***********************
  
  
  
  
  From: Customer Relations <**********************************************************************>
  Sent: Friday, July 12, 2024 11:06 AM
  To: ************************** <**************************>
  Subject: PM1894166-24A *************************** - Claim Review - Settlement
  
  Good morning ****************,
  
  I hope this email finds you well.  Im writing today about the concerns you mentioned through the Better Business Bureau regarding the furniture claim on your king *** frame.  I am terribly sorry your claim experience has been unpleasant and for any aggravation it *** have caused.  I have closely reviewed the circumstances of the claim and determined repair is no longer an appropriate course of action; therefore, I have listed below two alternative claim resolutions options. 
  
  1. A cash settlement in the amount of $292.50, in lieu of replacement of your *************** With this option, you will keep your furniture as-is and a check will be mailed directly to you.
  
  2. A reselection credit in the amount of $650.00. This is the original price you paid for the Kind Bed Frame only minus tax, delivery, and protection plan fees. The reselection credit is only valid for the same type of furniture grouping, and you must complete the reselection within 30 days through the original store you purchased from.
  
  The store *** require these original pieces back: Kind Bed Frame.
  
  Either of the above options will end your coverage on the damaged piece(s) of furniture as we provide one-time replacement only.   Please respond with your decision within the next ten (10) business days.  Thank you and have a good day. 
  
  

  

  Business response

  07/22/2024

  We have sent an authorization to ****************** retailer to allow her to choose a new bed frame up to the purchase price of the original piece.  The retailer should have this available within 24 hours.  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 ********************************************. Thank you.  

  Customer response

  07/22/2024

   
  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

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  There is a stain on a brand new dining table, supposedly it shouldve been covered. Immediately denied the claim. No explanation as to why only that its not covered in the plan. Which should be

  

  Business response

  07/09/2024

  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 customers concerns. 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.  

  Customer response

  07/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution of replacing the table top with a new one is very satisfactory to me. I do hope its done in a timely manner. Thank you 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a furniture warranty from them which salesman said all materials and mechanical parts are covered. ********* started coming out of the sofa and a recliner stopped working. I submitted a claim for these issues and was denied coverage. I made a mistake on the date when submitting my claim and they said it was passed the claim window (30 days). They would not let me change date and said that the stitching is not covered. It's material and should be covered. So many rules to get coverage and sales people selling warranty as if it covers everything and doesn't. Seems like a big scam to me. I paid $3800 for this sofa less than 2 years ago and it is a big piece of trash. They are taking advantage of people.

  

  Business response

  07/08/2024

  We are sorry that the outcome of Mr.******** claim was not what he expected and for any aggravation the experience has caused him.  We 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. 
  Our records indicate on 6/20/2024 Mr. ******* submitted a claim through the online portal for a recliner problem and stitching coming out of the seat on his sectional sofa, which was noticed 5/15/2024. 
  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.  ******** we make exceptions for extenuating circumstances; however, claiming to have entered incorrect data into the claim portal is not an extenuating circumstance that qualifies for exception, and therefore, the original date of 5/15/24 must be used to adjudicate the claim. 
  The Protection Plan contains a reporting time frame requirement of thirty (30) days as our experience has shown us that we have a much greater success rate in repairs and/or stain removal if the problem is addressed quickly before it is allowed to intensify or accumulate.  Therefore, since we are unable to control, or determine, whether a problem worsens due to delayed reporting, Montage Furniture Services administers its Protection Plans in accordance with regulatory requirements and the reporting period requirements set forth in the Plan. This requirement can be found in the Plan Document under Section Two (2)"Repair Plan", Letter D, which states:
  D) What to do if a covered problem occurs: Contact the Administrator within thirty (30) days of noticing the problem by: Online -www.montagefs.com Email - ********************************* Phone - **************
  Because the time lapse between when Mr. ******* noticed the damage and when it was reported is beyond the above referenced thirty-day time reporting requirement, the denial is valid and will stand.  If ******************** has questions, he may contact the service center at **************, email **************************************** or ********************************************.  Thank you.  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021, we purchased a 5 year warranty for chairs at the cost of $370.00. In June of 2024 we filed a claim for the paint, due to peeling and cracking. I did not know what caused the paint to peel and crack so they denied the claim stating it was "normal wear and tear" even though it only happened on 2 of the 6 chairs. Our dog had also jumped on a few the chairs one day when we were not home so I added that to the claim. The policy states "one time pet damage is covered". I submitted all of that into one claim the best I could. The claim was denied. The furniture company I purchased the chairs from advised me to submit a separate claim for just the dog damage as it should be covered. I used the same pictures as they were the same chairs. Montage again denied the claim stating it was normal wear and tear and the decision was final. The company is clearly looking for loop holes to not honor the warranty. I explained the dog jumping on the chair the one time while we were not home should fall under the "onetime pet damage" but they are continuing to deny the claim. We are simply looking for the warranty company to honor their contract that we paid for and entered into with good faith.

  

  Business response

  07/08/2024

  We are sorry that the outcome of Ms. ***** claim was not what she expected and for any aggravation the experience has caused her. 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. 
  To clarify, Ms. ***** Protection Plan is not an extension of the manufacturers warranty for quality and craftsmanship, but rather intended to cover accidental damage caused by her, her family, or friends from a one-time incident.  Montage Furniture Service does not make or manufacture furniture, and therefore, we do not stand behind its quality or how it might hold up over time.
  Our records indicate on 6/3/2024, ************ submitted a claim through the online portal choosing unknown as the cause of damage to her dining chairs with no mention of pets in the area provided for consumers to manually type a written description of the issues.  When asked later to clarify the cause, she still made no mention of pet damage, remaining consistent with her original report of unknown.
  The paint has just started peeling on the chairs after normal use. We only clean them with a wet (water) rag. We are unsure what caused it.
  Coverage for the reported issue requires it to be caused by a specific incident; therefore, because ************ confirmed no known specific incident as the cause, the damage was determined to be wear-related and deemed ineligible for service.  As such, the claim was denied.  ************ may refer to her Plan Agreement regarding the applicable exclusions under Section Three (3) What is Not Covered, Letters O & W, which state:
  O) ANY STAIN, SOILING OR DAMAGE RESULTING FROM EVERYDAY USE OR THAT HAS BUILT UP OVER TIME,
  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;
  On 6/25/24, ************ submitted a 2nd claim with the same photographs, however this time being reported as pet damage.  Damage or stains that have been reported and subsequently denied for any reason no longer qualify for future coverage.Therefore, because the reported problems in the current claim have already been previously reported and denied, they are no longer eligible for service.  As such, the current claim denial is valid and will stand.  If ************ has questions, she may contact the service center at **************, email **************************************** or ********************************************.  Thank you.   

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold a 5 year extended protection plan that in review had a high denial rate. I was told that is was an iron clad deal that covered everything from accidental damages to pet damages, water and beyond. The staff that I bought the furniture from had been so accommodating and kind that I felt it was a worthy purchase. Upon submitting a review to Montage Furniture services and doing research, montage is a scam company that will use any reason to deny your claim and then customer ******************** will treat you as the guilty party. I made an honest mistake and contacted them AS SOON AS I NOTICED to explain the error made by their website calendar. I was told I should be more careful next time when submitting. I guarantee if they were to make a spelling error or something as trivial as that, they would have no issue laughing the mistake away on behalf of themselves. I would absolutely NEVER buy any extended coverage from Montage again because of this dishonest business model. Its inhuman to expect perfection, I owned my mistake with honesty and was honest about the damage done. Theyve most likely scammed many others and all should be aware that these types of companies are not honest and they make their money on deception.

  

  Business response

  07/08/2024

  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. 
  Please note, the online portal feature is an alternative to submitting a claim by other methods such as phone, email, text, or chat, not a supplement.  The information provided when submitting a claim through the portal is used to determine coverage and cannot be altered after submission.
  It is the consumers responsibility to ensure the information provided when submitting a claim is accurate.  Our records indicate on 6/15/2024 ****************** submitted a claim through the online portal for pet damage on his sofa that was noticed 5/1/2024. 
  Once a claim has been submitted, it cannot be altered as what is originally reported becomes the official record.  To be fair to all purchasers of our protection plans, we must use the originally provided information to determine coverage for claims submitted using all possible methods, whether that be online, by phone, or email.  We cannot change the information after the fact to fit coverage.  ******** we make exceptions for extenuating circumstances; however, claiming to have entered incorrect data into the claim portal is not an extenuating circumstance that qualifies for exception.
  Mr. Merkerts Protection Plan contains a reporting time frame requirement of thirty (30) days as our experience has shown us that we have a much greater success rate in repairs and/or stain removal if the problem is addressed quickly before it is allowed to intensify or accumulate.  Therefore, since we are unable to control, or determine, whether a problem worsens due to delayed reporting, Montage Furniture Services administers its Protection Plans in accordance with regulatory requirements and the reporting period requirements set forth in the Plan. This requirement can be found in the Plan Document under Section Two (2)"Repair Plan", Letter D, which states:
  D) What to do if a covered problem occurs: Contact the Administrator within thirty (30) days of noticing the problem by: Online -www.montagefs.com Email - ********************************* Phone - **************
  Because the time lapse between when ****************** noticed the damage and when it was reported is beyond the above referenced thirty-day time reporting requirement, the denial is valid and will stand.  If ****************** has questions, he may contact the service center at **************, email ******************************************,or ********************************************. Thank you.

  Customer response

  07/12/2024

   
  Complaint: 21924022
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I brought a couch and I had Scissors in my pocket it did a cut on Vinyl did not go through just rip Vinyl off and they won't cover it. Even through it says rips or tear is covered. Because it not go through the stuffing. They only seen the pictures. Never sent anyone out. I will be tell Furniture company not to use this company. I paid extra for them and they can't fix a cut. Worse company ever. I had other insurance in that past and never had a issue. I even had a supervisor look at it and they denied it.

  

  Business response

  07/08/2024

  We are sorry that the outcome of Ms. ********** claim was not what she expected and for any aggravation the experience has caused her. 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 plan covers punctures and rips that fully penetrate the leather material and its backing.  The photographs provided by ********************** show the top layer of leather peeled from its backing; however, the backing is still intact.  Leather peeling is not covered by the plan no matter what the cause, and the applicable exclusion can be found in the Plan Agreement under Section Three (3) What is Not Covered, Letter W, which states:
  W) COLOR LOSS OR CRACKING AND PEELING ON ANY LEATHER OR VINYL, SPLITS ON BI-CAST LEATHER, SPLIT LEATHERS USED IN SEAT CUSHIONS, BACK CUSHIONS OR TOP OR INSIDE ARM AREAS, NATURAL MARKINGS ON LEATHER, SUCH AS HEALED SCARS, INSECT BITES, BRAND MARKS OR WRINKLES, LEATHERS WITH EMBOSSED PATTERNS OTHER THAN THOSE SIMULATING NATURAL COWHIDE, NON-BOVINE LEATHERS,SUEDE, NUBUCK AND OTHER BUFFED LEATHERS, SURFACE SCRATCHES IN LEATHER FINISH;
  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 photographs provided with the claim, as well as the above referenced exclusion, the denial is valid and will stand.  If ********************** has questions, she may contact the service center at **************, email **************************************** or ********************************************.  Thank you.  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2024, I submitted a claim for an issue with my couch. It took them over a week to finally reach out, and another month before a technician was sent out. After two months of waiting to hear back about these parts, I finally reached out to the retail location since montage never responded to me. Things finally started to happen, but ** being told itll still be at least another month if not too before my furniture is fixed. I never once got a response to any of my messages or questions. I reached out using montages, preferred methods of communication, and got nothing back from them. Now Im being told it will be another month plus before parts come in and then my furniture has to be shipped off fixed and brought back. I cant even get a supervisor on the line, every time Ive tried I get told there are none available. This is such a waste of money, and frustration For product that is supposed to be premium.

  

  Business response

  06/24/2024

  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 Mr. ************ claim has not gone as smoothly as we both would wish, and for any frustration the experience has caused him. 
  Our records indicate ************************** submitted his claim 3/7/24, and on 3/15/24, an authorization was sent to the service company in his area to inspect the reported issues.  We strive to have all service appointments scheduled within a reasonable time frame; however, at times the customers location, the service companys workload, and appointment time availability can create delays. 
  After the service visit, further clarification was needed regarding what parts were required to complete the repair.  After much discussion, we determined the parts needed and the order was sent to Mr.Featherstons original selling retailer 6/18/24.  We have been notified the *** for delivery is 7/21/24.  When the parts arrive, ************************* must contact the service center immediately, and he will be notified of the next step.  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

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 response

  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

  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 response

  06/24/2024

  We have ordered new cushions for $570

  The install will be roughly $300

   

  We would like to recover total $870

  Customer response

  06/24/2024

  We have ordered new cushions for $570

  The install will be roughly $300

   

  We would like to recover total $870

  Customer response

  06/26/2024

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

  Customer response

  06/26/2024

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

  Customer response

  06/26/2024

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

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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

  06/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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.  

*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. ↩