Complaints

• Initial Complaint

  02/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to get my Conn's recliner motor replaced since May 20, 2024. I bought the extended warranty through FurnitureGard. They are now saying that I cancelled my warranty, and I refused service. I have not done either and are refusing to send me the motor and the technician to replace the motor. I have not had the use of the recliner since May of 2024. There is no reason this has been going on for 10 months.

  

  Business response

  02/21/2025

  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 smoothly as we both would expect, and for any frustration the experience has caused her. 
  Our records indicate a new claim was opened to proceed with the part order and repair.  We have requested the part status and will notify Ms. ****** when we can confirm a delivery date.  If she has any further questions, she may contact the service center. Thank you and have a good day.  

  Customer response

  02/25/2025

   
  Complaint: 22949567
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

  Customer response

  02/27/2025

  I do not understand how a loss of a 10-month warranty is settled with a 30-day warranty. I paid for a 2-year warranty. Spent over 10 months trying to get the part replaced, and everything is okay because they offered me a 30-day warranty on the part? Where is the refund or extra 10-month warranty I have been put out. Half of my complaint was taken care of the part is being replaced, maybe, if it comes in. I also asked for the warranty to be extended the 10 months, or the money refunded.

• Initial Complaint

  02/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased ******************** protection that expires on March 11, 2025. I filed a complaint for a repair on a table top and nightstand that are peeling and chipping, also the dining chairs to the table are flat and becoming uncomfortable to sit on. I sent all photos and issues with the ******************** and the claim was denied. I believe that montage is a scam and that Ashley ******************** is selling expensive plans willfully & knowingly that there is never an intention that claims will be approved.

  

  Business response

  02/14/2025

  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. 
  Our records indicate on 2/13/2025 Ms. **** submitted a claim through the online portal for finish peeling on the top of her dining table that she noticed 12/25/24, flattened cushions on her dining chairs that she noticed 12/25/24, and finish peeling on the top of her nightstand that she noticed 1/1/25.   
  Ms. Niros 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 ****************************** Email ********************************* Phone **************
  Because the time lapse between when you noticed the damage and when it was reported is beyond the above-mentioned thirty-day time reporting requirement, we feel the denial is valid and will stand.  Thank you.  

• Initial Complaint

  02/09/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Date of transaction: 12/17/2024 Amount of money paid: $300 Montage Furniture Services provides furniture repair(s). I purchased Protection 1st Maximum Plus Combination 5 Year Protection Plan which is a furniture repair warranty/insurance when I bought 2 couches from Exclusive Furniture. This started bad from the get go, I filed a claim 12/17/2024 for service on my couches due to damages. Montage did not have my purchase contract on file, we went back and forth, emails and calls regarding contract verification. If it wasnt for my receipt, they wouldnt have information, which I was under the impression, contract would be on file since day 1 of purchase. I had to continuously call Montage for status on claim because I never heard from them even after I gave them specific info to call me at a certain number. After almost 2 months they denied my claim. I complied, remained patient, consistent and provided info needed to go with my claim.

  

  Business response

  02/10/2025

  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 smoothly as we both would expect, and for any frustration the experience has caused him.
  We have authorized Mr. ***** original retailer to order new seat and inside back cushion casings for both the loveseat and sofa.  The cushion with pet damage will also include the inner core.  ************** receives the new parts for his loveseat and sofa, if he needs assistance with the installation, he should contact the service center immediately, and we will authorize the technician in his area to go to him home and complete the repair. 
  If Mr. ***** has questions, he may submit a note in his claim through our online portal at *********************************,send a text to ************, email ************************************ or *********************************************************************.   Thank you.  

  Customer response

  02/11/2025

   
  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

  01/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a leather couch from ********************** in *********, **. At the time of purchase, we were strongly advised to buy a protection policy from Montage, which was explicitly stated to cover damage caused by pets, spills, stains, and more. The protection policy clearly specifies that it covers all damage caused by stains.After hosting guests, we noticed a stain on the couch. We attempted to clean the stain using water and a soft cloth. Unfortunately, during our cleaning efforts, some of the leather's color was removed, but the original stain remains.We filed a claim with Montage, as the damage was caused by a stain, and the original stain is still visible. However, Montage denied our claim, citing the following reason:"The information provided to us indicates that your damage is fading or color loss. Your Protection Plan Agreement excludes this type of damage."This denial is unacceptable. The damage was caused by a stain, which is explicitly covered under our policy. The only color loss occurred during our attempt to clean the stain, not due to fading. We expect Montage to honor the terms of the protection policy and address the damage caused by the stain.Due to Montage not honing our claim I feel that the protection policy is a complete scam that is intended to sell an expensive protection policy that will not actually protect your investment. I hope future customers will not fall for the scam.

  

  Business response

  01/27/2025

  We are sorry that the outcome of Mr. ********* claim was not what he expected and 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. 
  Mr. ********* plan agreement requires that he contact the service center before attempting stain removal. This can be found in the Plan Document under Section Five (5) Service Deliverables, which states:
  (5) Service Deliverables: There is no deductible required to obtain service for Your Covered Product. The Administrator may provide You with authorized products to assist You in removing stains. Do not attempt stain removal until You contact the Administrator for assistance.Please see the directions on the authorized products for proper usage. 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 item. Service will be performed in Your home; the authorized service center may opt to remove the Covered Product to perform service in-shop and will return the Covered Product upon completion.
  Additionally, using water to clean leather is never recommended, as it causes the damage Mr. ******** is now experiencing.  Damage caused by using unauthorized cleaning methods is not covered by the plan, and he may refer to the plan agreement regarding the applicable exclusion under Section Three (3) "What is Not Covered", Letter "P", which states:
  P) STAIN OR DAMAGE RESULTING FROM THE USE OF CLEANING PRODUCTS NOT APPROVED BY THE MANUFACTURER
  Based on the nature of the damage shown in the photographs provided, Mr. ********* description of how the damage occurred, as well as the above-mentioned requirement and exclusion, the denial is valid and will stand.  *************** has questions, he may contact the service center at **************, email *************************************** or **********************************************************************.  Thank you. 

  Customer response

  01/27/2025

   
  Complaint: 22857474
  
  I am rejecting this response because:

  the Protection Plan states that it covers all damage caused by stains. The original stain is still on my couch. 

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

  

  Business response

  01/31/2025

  We apologize for any confusion regarding ************************ Plan coverage.  The plan covers all types of stains; however, the circumstances of the claim, including how and when the damage or stains occur, must also fall within the guidelines of the terms and conditions stated in the plan agreement. 
  Mr. ******** attempted to clean the stain before contacting the service center using an unauthorized cleaning method causing further damage.  Based on the exclusions mentioned in our previous response, and the circumstances of Mr. ********* claim, we remain confident that the denial is valid. 
  We would be happy to assist Mr. ******** in obtaining service by providing a referral to a repair technician.  If Mr. ******** would like to receive a referral, he is welcome to contact us at ************** or via email at *************************************** or **********************************************************************.  Thank you.  

• Initial Complaint

  01/10/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased insurance to cover couch I had purchased approx 3 years ago from a furniture store in ********, **. I purchased the plan solely bc we had dogs and the insurance company had promised to cover any pet damage. Fast Forward 3 yearsmy pugs decided to eat the headrest, where my husbands head laidmy pugs obviously liked the taste of my bald husbands head oils, and ate the fake leather off of the headrest. I called to file a claim. They told me that I had to produce the original receipt and the info on the insurance plan. Once I found that, then I was told that I had to prove the policy was on the couch. Are you serious??? The couch was the only piece of furniture I had purchased that day, so of course it was for the couch. Then they decided to deny the claim bc they had believed or insinuated the dogs had eaten an already peeling headrest, but that was not the case!!!Why does it even matter when the dogs ate the headrestthe dogs ate the headrest, doesnt that fall into the category of pet damage? According to them, it does not. They never asked for the serial number, the make, the model, or any other identifying info on the couchbc they were never going to pay or fix it in the first placeso of course they would never need that info. They took my money, made faulty promises, and then never paid on the claims they had made. Isnt that false advertising?

  

  Business response

  01/15/2025

  We are sorry that the outcome of Ms. ****** claim was not what she expected and 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. 
  Ms. ****** plan lists coverage for pet damage; however, it must be reported as the cause.  We listened to the original call she made to the service center, and she did not mention pet damage at any point.  The photographs provided show no evidence of pet damage from claws, teeth or beaks, but rather wear-related leather peeling and deterioration, consistent with regular use over time. 
  Pet damage was only reported after receiving notice of denial.  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.  Leather peeling and wear-related damages of any kind are not covered by the plan, and Ms. ***** may refer to her Plan Agreement under Section Three (3) What is Not Covered, Letters E & F, which state:
  E) CONSUMER RESPONSIBILITY: ..3) ACCUMULATED STAINS OR DAMAGE RESULTING FROM EVERYDAY USE, LACK OF REGULAR CARE AND MAINTENANCE, WILLFUL MISUSE, ABUSE, MISHANDLING, UNAUTHORIZED MODIFICATIONS, ALTERATIONS OR REPAIRS TO A COVERED PRODUCT OR FAILURE TO FOLLOW THE MANUFACTURERS INSTRUCTIONS;
  F) MISCELLANEOUS: ..2) STRESS TEARS INCLUDING TEARING OR RIPPING OF UPHOLSTERY WITHIN ONE-HALF INCH OF A SEAM LINE; 3) SURFACE SCRATCHES, COLOR LOSS OR CRACKING AND PEELING ON ANY TYPE OF LEATHER AND/OR VINYL; ..5) DAMAGE FROM TIME- OR WEAR-RELATED ISSUES, SUCH AS, BUT NOT LIMITED TO, NORMAL WEAR AND TEAR, INCLUDING LOSS OF COLOR, LOSS OF FOAM RESILIENCY,AND/OR PILLING OR FRAYING OF FABRIC;
  To be fair to all purchasers of our protection plans, we must abide by the written terms in the Plan Agreement.  Therefore, based on the nature of the damage shown in the photographs provided, Ms. ****** original description of the issue as well as the above-mentioned exclusions, we feel the denial is valid and will stand.
  If Ms. ***** has questions, she may contact the service center at **************, email *************************************** or **********************************************************************.  Thank you.  

  Customer response

  01/15/2025

   
  Complaint: 22797162
  
  I am rejecting this response because:
  
  Sincerely,
  
  Summer Heard

  It doesnt matter at which point the pet damage was noted as it was just that pet damage and there was no prior peeling or wear and tear on the headrest as I can show you the other headrest on the couch. What I told the lady was that I could overlook all the other issues (that were all pet related) but I couldnt the headrest. 
  

  Montage was going to deny my claim anywaysas you threw out every darm hoop to reject the claim. First I needed the original receipt  then I had to prove the ins was for the couch, etc. 

  The fact of the matter is that this damage was performed by my pugs..therefore it should be covered. I gladly send you pics of the other side of the couch where I sit and can see there is no cracking, peeling, etc on that side??

  In addition, I would like a transcript of the initial call

   

  yall are liars, take peoples money, and dont deliver on your promises!!

   

  

  Business response

  01/16/2025

  We are sorry Ms. ***** is disappointed with the denial and the overall claim process.  All purchasers of our protection plans are required to provide a receipt showing an itemized list of the covered items, their descriptions, and model numbers, as well as the plan purchase on the same invoice.   
  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, and the pet damage was not mentioned until after the denial.  ** times we make exceptions for extenuating circumstances; however, claiming to have misstated the original report of the issue is not an extenuating circumstance that qualifies for exception.   Therefore, the denial will stand. If Ms.Heard has questions, she may contact the service center at **************,email *************************************** or **********************************************************************.  Thank you.  

  Customer response

  01/28/2025

  I was curious as to why this complaint was closed. You determined they made a good faith attempt to resolve the case. How is denying my insurance on the couch due to pet damage (which is exactly what I purchased it for) a good faith attempt to resolve this claim. I had requested a transcript of the initial call from which they used to deny the claim

   

  this is totally ridiculous! 

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my deep disappointment and concern regarding the recent denial of our claim under the 5-year protection plan we purchased for our sofa. We selected this plan with the understanding that it would provide peace of mind for protecting our furniture investment. Unfortunately, our experience has been discouraging, and we hope this issue can be resolved with your ************* provide some background, we filed an initial claim earlier this year, during the summertime, for a stain on the side of our sofa. At that time, due to an unexpected and extended 30-day hospital stay for my partner, we were unable to submit the required photo documentation of the stain. This unfortunate situation was completely out of our control, but it appears to have had a lasting impact on the processing of our future claims. We hope you can show understanding and ***** regarding this missed step, as it occurred under exceptional circumstances.Recently, we filed a second claim under the protection plan for completely different stains on the sofa. However, to our dismay, this claim was also denied. We believe this new claim should have been considered independently, as it is entirely unrelated to the earlier situation. Given that this is a new issue, we respectfully request that you reevaluate the denial and allow the claim to be processed in accordance with the protection plans terms.This protection plan was an expensive investment for us, and it is disheartening to encounter these obstacles when attempting to utilize the coverage. If additional information or photos are needed to facilitate this review, please let us know, and we will provide them immediately.Thank you for taking the time to review our appeal. We value your assistance and hope this matter can be resolved fairly. We look forward to your response.Sincerely,***** *****

  

  Business response

  12/24/2024

  We are sorry that the outcome of Mr. ****** claim was not what he expected and 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. 
  Our records indicate on 10/14/2024 Mr. ***** submitted a claim through the online portal for water spots in his sofa in two locations;one of which was noticed 8/1/2024 and the second was noticed 9/1/2024. 
  Mr. ****** 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", Subsection Four (4)"What to do if a Covered Problem Occurs", which states:
  (4) What to do if a covered problem occurs: Contact the Administrator within thirty (30) days of noticing the problem by: Calling the customer service toll-free number at **************. Sending an email with claim details to ********************************************************************.
  Because the time lapse between when Mr. ***** noticed the stains and when they were reported is beyond the above-mentioned thirty-day time reporting requirement, the denial is valid and will stand.  ************ has questions, he may contact the service center at **************, email *************************************** or **********************************************************************.  Thank you.  

  Customer response

  12/30/2024

   
  Complaint: 22726078
  
  I am rejecting this response because:
  
  Heres a draft response based on your feedback:
  
  I am writing to express my frustration and disappointment with the handling of my recent claim. While I understand that the initial stain I reported may have fallen outside the specified timeframe for coverage, this does not apply to the newer stains that I have reported. The stains we addressed in this claim are entirely separate from those mentioned previously, and the dismissal of my claim is both unjust and deeply frustrating.
  
  This experience has been nothing short of disappointing. The lack of empathy in your responses and the refusal to address valid claims demonstrates a failure to deliver on the promises of your protection plan. When I initially submitted a claim earlier this year, the technician who was sent to address the issue was rude, unprofessional, and seemed uninterested in resolving the problem.
  
  Because of these repeated negative experiences, I will no longer be doing business with Montage Furniture Services or the retailer who sold me this warranty. I will also ensure that others are aware of the poor service and lack of support provided by your company. This entire process has felt like a waste of time, and the protections your plan claims to offer are misleading at best.
  
  I hope you consider improving your policies, processes, and customer service so that no one else has to go through the same experience Ive had.
  
  
  
  

  

  Business response

  01/09/2025

  We are sorry Mr. ***** is unhappy with the decision.  Our decision to deny the most recent claim was not based on any previous claims, but rather the information he supplied when submitting the claim online.  The time frame between the date he submitted the claim and the dates he chose as to when the issues were noticed, as mentioned in our previous response, are beyond the 30-day reporting period. 
  As stated previously, we certainly want to provide a pleasant service experience and, whenever possible, a satisfactory outcome to valid claims. 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 dates provided by ********* and the time reporting period listed in his Plan Agreement, his most recent claim does not qualify for coverage, and we stand behind our decision.  ************ has questions, he may contact the service center at **************, email *************************************** or **********************************************************************.  Thank you.  

  Customer response

  01/09/2025

   
  Complaint: 22726078
  
  I am rejecting this response because: they are unrealistic. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  12/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Platinum Complete Combination 5 Year Protection Plan when I purchased my 2 Lazy Boy sofas in 2020. At the end of this summer, 2 recliners (1 in each sofa) stopped working properly. I wasnt sure what to do but then recalled the insurance I purchased from Montage. I opened a claim on 10/1/24. Around 10/14 I was contacted and a virtual appointment was scheduled and I was to show the damage via the phone while a lady took pictures. A couple of weeks later I was contacted that the repair man was coming on 10/30 - I was so glad, but he was coming to take pictures as well. (1 month wasted). This gentleman was then to return home and told me he would be sending in the parts to be ordered to Montage. On 11/15 I had not heard anything so requested and update. On 11/21 I have still not heard anything, so around this time I am told that it usually takes 6 to 8 weeks for parts. I was now contacted this week stating Montage wants to refund my insurance payment since where I purchased the sofas are now out of business. (***** Furniture, ********* closed their doors 12/1524 - last week!). I do not want a refund. I want my furniture fixed or replacement sofas as the insurance agreement states. Montage is not abiding by the agreement. I was told by Montage multiple times that sometimes they mail the parts to your home and then technician comes to repair. There are other lazy boy stores around 30 miles away. I feel they are desperate to get out of this claim and have dragged their feet at my expense. I am appalled.

  

  Business response

  12/20/2024

  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 the outcome of Ms. ******** claim was not what she expected, and for any frustration the experience has caused her. 
  To clarify, our service fulfillment process must follow specific guidelines and is limited to the customers original selling retailer.  We cannot transfer reselection credit or part requests to a retailer with which we do not already have an established relationship. 
  When a retailer is no longer able to provide parts or complete replacements to fulfill claim services, the Plan Agreement provides a condition that the customer will receive a refund of the original purchase price of the agreement, less taxes, fees, and service costs from previous claims.  This provision can be found in the Plan Document under Section Two (2) Repair Plan, Number Two (2) Coverage,which states:   
  ..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 Purchase Price of this Agreement, less Our cost of all previous claims paid under this Agreement, in complete fulfillment of Our obligation to You hereunder.
  If Ms. ******* would like to proceed with the settlement,she should respond to the given offers by submitting a note in her claim through our online portal at *********************************,sending a text to ************, emailing ************************************** or **********************************************************************.  Thank you.    

  Customer response

  12/20/2024

   
  Complaint: 22705799
  
  I am rejecting this response because: this request began in October. I was told parts were ordered very early November. I was told ******* could take 4 to 6 weeks. While I *****,  The store you mentioned just closed 3 days before you told me you you could no longer support my claim - 6 weeks from parts being ordered. I feel you do not wish to work with the consumer since the sofas are a name brand lazy boy, and I shared with you that the store is only 30 miles away.  In addition, it was shared with me that many times, the parts are sent to the consumer. I will never recommend this insurance company.  I unfortunately will have to pay for these to be fixed myself, which backs me into a corner and I will have to take your offer of the refund of warranty. I am also quite confident that I will be paying much more to repair than you would have
  
  Sincerely,
  
  **** *******

  

  Business response

  01/08/2025

  We are sorry Ms. ******** claim experience was not what she expected and for any frustration it has caused. She may rest assured that the brand of her furniture has not bearing on the outcome of her claim.  Without the cooperation of her retailer, Montage can no longer obtain parts, as we do not deal directly with the manufacturer.  Our role is only to authorize the transaction. The retailer must follow through and physically place the order with the manufacturer.  Any information provided by Montage to Ms. ******* regarding the part status was provided to Montage by the retailer.  At this time there is nothing more we can offer.  Thank you.  

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. A cash settlement in the amount of $179.99, in lieu of replacement of your Stoneland Rocker Recliner. With this option, you will keep your furniture and a check will be mailed directly to you.This was the option I chose to take on November 13th 2024 & I have not received payment.I also filed a claim on my sofa that had a cut in the *************** denied to cover the cut in my sofa they said it was not covered as it didnt penetrate through the couch which is stated in there language on the contract.I explained to them that the damage happened from our dog, which is stated in the coverage as covered- single incident only as that was a single incident!I purchased this extended warranty when I bought the furniture in November of 2019.

  

  Business response

  12/16/2024

  We are sorry that the outcome of Mr. ***** claim was not what he expected and 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 photographs provided show a small surface scratch on the leather material of one of the seat cushions; however, it does not fully penetrate through both layers of the material, only the top; therefore, it cannot be considered a puncture or rip.  Surface damage to leather is not covered by the plan, and Mr. **** may refer to the plan agreement regarding the applicable exclusions under Section Three (3)"What is Not Covered", Letters "A & V", which state:
  A) ANY LOSS NOT SPECIFICALLY LISTED IN SECTION 2.2 COVERAGE;
  V) 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, NONBOVINE LEATHERS,SUEDE, NUBUCK AND OTHER BUFFED LEATHERS, SURFACE SCRATCHES IN LEATHER FINISH;
  Based on the nature of the damage shown in the photographs provided, as well as the above-mentioned exclusions, the denial is valid and will stand. Thank you.

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased furniture from ****** Furniture and I also purchased the warranty that covers anything that happens to it they would replace.I paid an extra $269.99 for the warranty. I was told that if anything happens to it I could file a claim. I've only had this furniture since April and hadn't used most of the seating area because I live alone and most of the time I sit in the same part of the love seat to watch TV. I wanted to try using the other part of the love seat to see the TV at another angle, went to use the reclining feature buttons, and the parts fell into my hand. I had never used the recliner on that side since I had the chair. The part is made of pure cheap plastic. I contacted the company and they told me it's not covered. I explained it was like that from when they bought it to me because I never used it. I am paying for a warranty that doesn't cover what I was told it covers. I was lied to about this warranty. If I had known this, I would not have purchased it. They don't stand behind their policy. I'm upset and displeased about this company.

  

  Business response

  12/16/2024

  We strive to provide an unprecedented excellence of service,and as often as we can, with an outcome that our customers are pleased with.  Each month we process thousands of claims, the majority of which are completed with high satisfaction. We are truly sorry that Ms. ****** claim was not handled as we both would have wished for, and for any aggravation the experience has caused her.  Ms. ***** will be contacted directly by our Consumer Advocate to work toward a resolution of the complaint within the next 24 hours.  She may reach the Consumer Advocate by email at **********************************************************************.  Thank you.  

  Customer response

  12/26/2024

  I heard back from the business and they said they would let know what they're going to do but it's been 7 days and they haven't said anything else yet.

  

  Business response

  12/31/2024

  We are sorry for any confusion regarding the status of Ms. ******* claim.  On 12/16/24 Ms. ***** was sent an email requesting additional information to proceed with her claim; however, we have not yet received a response with this information.  Our Consumer Advocate has sent a follow-up email to Ms. ***** to provide the requested information.  If she has questions or concerns, she may contact the Consumer Advocate by email at **********************************************************************.  Thank you.  

  Customer response

  01/02/2025

  To BBB,

  I sent the business the photos requested in the email they provided. The photos requested are in the portal they suggested I send them to. I contacted them on 12/31/2024 and they said they were waiting for the photos. I sent them to the email they sent me which is *********************************** I checked to see if they were in the portal that I have set up for me and they were there. When I go to plan details, the photos are found under Photos/Documents. I don't know what else I'm to do.

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/04/02022 I purchased my furniture from Rana Furniture and I also purchased the 60-month protection plan from Montage Furniture Services. I was told it would cover any damage to my furniture within 60 months. On 12/02/2024 I filed a claim to replace a piece of my bed set that was damaged by accident (footboard). My claim was denied because according to Montage it was the result of "accumulation" rather than an accident. In my claim notes I was very clear that it was an ACCIDENT. I find this extremely disrespectful, the damage was a result of a one-time incident, in other words, an accident. If my simple claim cannot be approved then this "protection plan" is simply a scam. I would like to either get my piece of furniture replaced or have my protection plan payment refunded since it is of no use. My plan number is ASCCTBR231671851.

  

  Business response

  12/09/2024

  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 smoothly as we both would expect, and for any frustration the experience has caused him.  He will be contacted by our Consumer Advocate directly via email with options to resolve his claim.  **************** has questions,he may submit a note in his claim through our online portal at *********************************, send a text to ************, email ************************************ or **********************************************************************.   

*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. ↩