ComplaintsforMontage

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a claim on 6/7/24 on their website with photos for my couch that has wear and tear rips in the cushions. On 6/13/24 they denied my claim because they found that my couch is being used in a commercial/rental setting. It left me confused because my couch is being used in my home that I own and I dont know how they found that my home is a commercial setting? It was weird to me until I read the reviews and realized that they do deny claims for no reason at all. Im requesting a replacement or a credit to purchase a new couch.

  

  Business response

  08/02/2024

  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. 
  Our records indicate on 6/7/24 Ms. ***** submitted a claim through the online portal for rips in your sectional.  While submitting her claim, Ms. ***** selected the Reported Cause as Commercial Use/Daycare from the provided dropdown menu.  Damage caused to furniture being used in any commercial setting, including home day cares, is not covered by the plan.  Ms. ***** may refer to her Plan Document regarding the applicable exclusion under Section Three (3) What is Not Covered, Letter D, which states:
  D) NON-HOUSEHOLD ENVIRONMENTS: ..2) ANY COVERED PRODUCT(S) USED FOR COMMERCIAL, INSTITUTIONAL OR RENTAL PURPOSES (EXCEPT AN RTO TRANSACTION AS DEFINED ABOVE), INCLUDING BUT NOT LIMITED TO IN-HOME OR OTHER DAY CARE FACILITIES, OR IN ANY SETTING OTHER THAN A PRIVATE DOMESTIC RESIDENCE;
  Based on the cause provided by Ms. ***** while submitting her claim online, as well as the above referenced exclusions, the denial is valid and will stand.  If Ms. ***** has questions, she may contact the service center at **************, or email **********************************.  Thank you.   

  Customer response

  08/02/2024

   
  Complaint: 22078109
  
  I am rejecting this response because:

   

  I just submitted a 2nd claim, in hopes that I can select an option other than Commercial Use / Daycare and there is absolutely no option when creating the claim online for me to select that my couch is being used in a Home setting. In fact, there was no option for me to even select Commercial Use / Daycare if I wanted to. So how did you folks come up to the conclusion that my couch is being used in that setting? Therefore Id like a replacement or a credit please. 
  
  Sincerely,
  
  *************

  

  Business response

  08/05/2024

  We are sorry Ms. ***** is unhappy with the decision.  When submitting claims through the portal, customers must choose the Reported Cause from a dropdown list.  *********************** is one of the many listed options. 
  When a customer has trouble submitting a claim through the portal, there are alternative contacts methods available, such as phone, email,or regular mail, all of which is provided in the Plan Document.   
  Damage or stains that have been reported and subsequently denied for any reason no longer qualify for future coverage.  Because the reported problem in Ms. *****current claim has already been previously reported and denied, it is no longer eligible for service.  Therefore, the second claim has also been denied.  If Ms. ***** has questions, she may contact the service center at **************, email ********************************** or ********************************************. Thank you.    

  Customer response

  08/06/2024

   
  Complaint: 22078109
  
  I am rejecting this response because:
  
  

  Selecting Commercial Use/Daycare was a mistake and there is no way for me to fix my mistake and select accidental. Thats why I submitted a 2nd claim, but now its being denied because of the timeframe. I have proof that my couch is being used in a home setting. Its very sad that you folks will not assist me due to a simple human error. Im still requesting a credit or a replacement. 
  Sincerely,
  
  *************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 14, 2024, I opened a warranty claim concerning a tear on my sofa-and-chaise sectional. I submitted proof of purchase and photos of the damaged area, which is a relatively small tear on the base of the chaise. The claim was accepted by Montage. On February 12, 2024, a service technician came to my home to ***** the damage. He determined that fixing the sofa would leave a noticeable "scar', so his recommendation to Montage was to replace the affected area (i.e., the chaise section). Over 5 weeks later, Montage sent out the same exact service technician to my house. When he arrived, he was baffled as to why Montage sent him again. He then reported his assessment once again to Montage, which was to replace the chaise. According to the claim details on the dashboard of my service claim on Montage's website, Montage ordered a part on April 28, 2024. It is now July 25, 2024 and my sofa has still not be repaired. It's been over 6 months since I submitted my claim for a very small tear, and the issue has still not been resolved. On June 26, 2024, I inquired with Montage as to the status of my claim. I received the following response "Once we have an update, we will inform you promptly." I have not received any updates. Montage has no phone number, and they simply provide boilerplate responses like the foregoing. At this point, I have no faith in this company. Thus, I seek a refund of the $300 I paid for the warranty. Thank you. (Attachment: warranty receipt)

  

  Business response

  07/26/2024

  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. 
  Before sending the 1st service technician, we sent photos asking if the issue was repairable and to provide a labor estimate.  The service company responded with their estimate and confirmed they could repair the seam separation; therefore, we authorized the first service appointment. 
  The service report did not suggest replacement of the entire chaise unit, but rather stated the same issue that they previously advised could be repaired.  It was not mentioned that repair was not an option,and we did not receive the required serial tag photographs.  Based on this, we sent the technician back on a recall visit to fix the damage they originally stated could be repaired and submit photographs of the serial tags. 
  The report from the 2nd visit states the issue is not repairable without parts.  The protection plan is intended for repair; therefore, an authorization has been sent to Mr. ******* retailer to order new fabric for the damaged area to be shipped to his home directly.  If he would like to proceed with repair, he must contact the service center when he receives the parts, and we will authorize the service company to go to his home and complete the repair.   
  If Mr. ****** would like to request a plan refund, he should 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.  If he chooses to cancel the plan, the part order will be cancelled, and the material will not be sent.  If Mr. ****** has questions, he may contact the service center at **************, or email ***************************************. 

  Customer response

  07/30/2024

   
  Complaint: 22045869
  
  I am rejecting this response because it fails to address any issues. Instead, it's four paragraphs of excuses and boilerplate customer service jargon that does not provide any clarity as to when this very small tear will be fixed. And the final and fifth paragraph essentially states that any refund will be de minimis due to the length of time the plan has been in effect, as well as their "services" and cancellation fee. In other words, Montage is making it abundantly clear that any refund will be a fraction of the $300 I paid for such warranty. A warranty, I might add, that has yet to deliver any results. Rather, I just get the runaround from customer service with promises of repairs without any actual repair occurring. I am asking this question as directly as possible: if my warranty plan is cancelled immediately, how much of my $300 will be refunded? (Keep in mind that this claim has been open for over 6 months, and the damaged area has not been repaired and no definitive timeline has been provided as to when the repair will be completed.)
  
  Sincerely,
  
  *****************

  

  Business response

  08/01/2024

  We are sorry if the previous explanation was not direct.  To clarify, we do not compensate for loss of use while a claim is active or the length of a claim.  Mr. ****** first notified our office of his request to receive a refund on 7/26/2024.  As of that date, with the appropriate deductions, not including part costs, the refund amount would be $77.19.  ************* would like to proceed with the refund, he should advise us as such, and we will cancel the current part order and begin the refund process. 
  Before sending the authorization, we asked the technician if they could repair Mr. ******* reported damage, and they said yes.  We fully expected the technician to repair the seam separation on the first visit. When they reported the repair was not done, we sent them back to complete their originally promised repair. 
  It was only after the 2nd visit that we were told parts were required.  Parts are now on order,and we have sent multiple requests to the retailer for an updated ETA status with no recent success.  We have updated the claim to High Priority and will continue to monitor the status, if Mr.Hotter chooses to proceed.  If he has further questions, he may contact his care team at the service center or the Consumer Advocate at ********************************************.  Thank you.  

  Customer response

  08/05/2024

   
  Complaint: 22045869
  
  Hello,

  I will accept your offer for the $77 refund. What further information do you need from me in order to process the refund? Also, how will the refund be issued (i.e., check, original form of payment, etc.)? 

  
  Thank you,

  
  *****************

  

  Business response

  08/09/2024

  We appreciate Mr. ******* response and do not need any further information from him to proceed. Our accounting department has begun the refund process, and Mr. ****** can expect to receive a check by mail (the address on the file matches that which was entered in the BBB complaint) within the next 2-3 weeks.  ************* has further questions, he may contact the Consumer Advocate directly at ********************************************.  Thank you.  

  Customer response

  08/09/2024

   
  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

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Montage Furniture Protection Plan - This claim was opened on 01/20/24 and the parts are still not avalible! per thier sales document if they can not help they will replace it. If they can not obtain a part in seven months, they need to replace it.

  

  Business response

  08/01/2024

  We are devoted to providing exemplary service and each month our company fulfills thousands of claims quickly, effectively,and with an outcome that is favorable to all parties. We are truly sorry that ****************** claim has not gone as quickly as we both would have hoped, and for any frustration the experience has caused her. 
  We hope all parts arrive swiftly on all claims; however, at times they can take longer than expected or desired for many different reasons,including but not limited to the manufacturers production, shipping, and logistics procedures.  Because of this uncertainty,the Plan does state a maximum wait time for repair, and we do not offer compensation,or alternatives based on the length of time it may take for parts to arrive.  **************** may refer to her Plan Agreement regarding the applicable exclusion under Section Three (3) What is Not Covered,Letter G, which states:
  G) INCIDENTAL, CONSEQUENTIAL OR SECONDARY DAMAGES OR DELAY IN RENDERING SERVICE UNDER THIS AGREEMENT, OR LOSS OF USE DURING THE PERIOD THAT THE COVERED PRODUCT IS AT AN AUTHORIZED SERVICE CENTER OR OTHERWISE AWAITING PARTS;
  ****************** original selling retailer has confirmed the parts have been ordered, and as of 7/25/24, the *** is 8-10 weeks.  When **************** receives the new parts, she should contact the service center immediately, and we will authorize the technician to return and complete the repair. If **************** has questions, she may text the service center at ************, submit a note in her claim through our online portal at www.furnitureclaim.com, email *************************************** or ********************************************. Thank you.  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a living room furniture set from Ashley **** Furniture and opted to add a protection plan through Montage. Since my purchase was delivered my love seat has needed service two times. Normal use of the sofa and the frame has cracked making it unusable. First time it was fixed, no issues. Second time, the repair man looked at it for less than 5 minutes said he could not fix it and they would be in contact with me. I received a message via text a few weeks after, they told me they would be willing to cover $678.85 toward the purchase of a new love seat. Unfortunately due to inflation the exact same piece of furniture now costs $1049.99. Montage told me if I want the exact same piece of furniture that I paid for a full protection plan on at the time of purchase I would need to take that credit and spend an additional $371.14 out of my own pocket for a piece of furniture that lasted less than a year. I requested a copy of the agreement with my signature showing I agreed to this type of coverage at purchase, they have been unable to provide me a with a document my signature on it. Just a generic copy of the protection plan. If I am requesting the exact same item that I purchased a full coverage protection plan on I should be compensated with that exact item. Being a large company Montage should anticipate inflation over the course of three years that the protection plan is active for. As a consumer that is not my responsibility.

  

  Business response

  08/01/2024

  We are sorry that Ms. ******* claim experience has been unpleasant.  She will be contacted directly by our Consumer Advocate within the next 1-2 business days to work toward a resolution of the complaint.  Thank you for keeping us mindful of our customers concerns.  If **************** has questions, she may submit a note in her claim through our online portal at www.furnitureclaim.com, send a text to ************, email ****************************************** or *******************************************.    

  Customer response

  08/05/2024

   
  Complaint: 22039659
  
  I am rejecting this response because:
  I have waited two business days for a response from the company to resolve the issue. They have not contacted me or made any attempt to correct the situation. 
  
  Sincerely,
  
  ***************************

  

  Business response

  08/09/2024

  We are sorry **************** has not received further information.  She will receive an email today regarding the replacement of her loveseat at no extra cost.  If she has questions, she may respond to the Consumer Advocate, or email ********************************************.  Thank you.  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for a sofa with chaise. I also paid for the insurance on it. In June I pulled out the trundle and saw the it was ripped by a spring that came loose. Filed an online claim with Montage. Since June I've had one appointment with a tech that I had to wait for within a 3 hour window. He came to my house looked at the couch, told me someone else will be by another time to fix it or they will send me the parts. I have asked 3 times what is taking so long and they said they'll main me the parts and I'll fix it. The trundle has been detached because it's torn and I can't put it back because the spring is still sticking out. I will attach my receipt from the furniture company to verify my payment. I'd like the couch repair and I want to be refunded the insurance money I paid for.

  

  Business response

  07/30/2024

  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 has not gone as smoothly as we both would wish and for any frustration the experience has caused.
  The Protection Plan requires all parts and complete product replacements be processed through the original selling retailer of the furniture and the plan.  It appears on 7/16/24 an authorization to order new parts to be shipped to Ms. ******** home was sent to the retailer; however,they did not respond. 
  After further review, we have discovered Ms. ******** original selling retailer and Montage, LLC no longer have a business relationship.  Because parts and complete products cannot be obtained for repairs or replacements through the retailer, we have cancelled the part authorization and ****************** will receive an email from the Consumer Advocate with the details of the next step, and the available options as stated in the Plan Agreement 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 ****************** 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

  07/30/2024

   
  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

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A few weeks ago I started noticing the foam support in the back and in the seat of my recliner was beginning to sink inward a little, and the leather beginning to buckle a little. It was slight at first and I thought maybe it was just a normal slight settling. As an engineer, I know things like this don't happen "quickly" like a cut to fabric or a stain. So as it progressed I called Montage. I explained the above circumstances and that I am a disabled veteran with nine spine surgeries and have cancer. So due to much happening I had to take care of medical situations above all, and was not able to report it sooner. Again, this type issue is not ANY WAY similar to a sudden "incident" by which you can mark a specific date!I have been told my claim was outside of the "30" days to report an issue. How ridiculous for this company to claim that the negligible amount of time beyond that 30 days totally increases their inability to repair the recliner, and denigrates that ability, without even seeing it -- and refusing to exhibit just a SMALL amount of grace!I call it BS and ***** quibbling on their part!What a way to treat a disabled veteran or any customer PERIOD! I can understand how tears, stains, and the like, can definitely be adversely affected and made worse from day to day. I CANNOT accept or agree that this type of slow degeneration of support and sinking in, can be "immediately" noticeable -- with the "start date" of a gradual disintegration totally pinpointed!!!I intend on writing the *** in addition to the company that manufactured the recliner.I adamantly discourage others from doing business with Montage! This is exactly what gives insurance and warranty companies bad names and publicity!Don't waste your time or money on Montage!!!!

  

  Business response

  07/22/2024

  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. 
  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. 
  Even if ***************** had submitted his claim within the required time frame, the nature of the issue still warrants denial.  He reported the inner core foam in his cushions was sinking in or had lost its resiliency.  The plan does not cover sinking cores or loss of resiliency, and ****************** may refer to his Plan Document regarding the applicable exclusion under Section Three (3) What is Not Covered, Letter F.which states:
  F) MISCELLANEOUS:  ..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;
  Based on the nature of the reported damage, as well as the above referenced exclusion,and 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 remain the final,irrefutable decision on this claim and any subsequent claims submitted for the same problem will not be eligible for service. If ****************** has questions, he may contact the service center at **************, or email ***************************************.  

  Customer response

  07/22/2024

   
  Complaint: 22017955
  
  I am rejecting this response because:
  

  Purchasing your warranty was literally worthless  I think it's sad! I will not purchase from Montage EVER again.

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

  

  Business response

  07/26/2024

  We are sorry that ****************** has been dissatisfied with the Protection Plan.  We genuinely want to provide value to our customers for the plans they purchase and apologize that he felt we were unable to do so in his case. Thank you.  

• 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.   

*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. ↩