Buyer beware!! Not a warranty, but a SCAM to get money!! If I could give zero stars I would. Their customer service is non-existent. I called several times during the claim process, as well as uploading notes to my account online. I rarely received a return call, and my notes were never answered. When I finally was able to talk to someone, I was told that everything I needed was completed and uploaded. However, I was told my claim was denied because I didn't answer a question. They don't return calls so it is impossible to get assistance with the process!!!!! My email stated the damage wasn't covered, but the paperwork I have from Star furniture states it is covered. What a SCAM of a warranty company. Don't waste your money on a warranty from Montage. They will not cover damage that is specifically stated they will cover. SCAM!!! read more

Pathetic customer service and total waste of your money. They don't pick up calls and don't even respond to online notes. I have a claim open for 1+ year with no resolution. You will get so frustrated that will automatically Stop following up. Don't buy any plan from them and save that money. Not worth. read more

I would give less than 1 star if I could. Theirs is the worst customer experience ever. They don't cover antything. Their representatives are unhelpful. On the phone when I asked to escalate to a manager, the representative threatened to hang up on me. When I asked what they did cover, they said I should get a lawyer if I couldn't figure it out. To get any reply from them I had to file complaints with BBB. Emails directly to them went unanswered. They are nothing but a scam. Fool me once shame on you. Fool me twice shame on me. I will never ever purchase their plans again. read more

This company is a complete scam! I filed a claim in January of this year (2021). I have emailed multiple times. Waited on hold for HOURS and no response. Broken promise after broken promise. They are robbing people! 9 months is far more than enough time to get some type of response after taking money for no service in return! read more

I purchased a couch and opted for the accidental coverage through Montage and I purchased the couch in April. The stitching is coming out on the couch and I contacted Montage placed a claim on 11/18 no response from the company. I called them today and was told that it is not covered under our policy. I spent 499.00 for nothing. They couldn't even call to tell me that the couch isn't covered. I am furious and this isn't the first time I have had issues with this company. read more

I filed a claim months ago for my couch and while the tech was there I informed him that I also had another claim for the pillows and stains on my couch. He informed me that the couch foundation and the stains on the couch wouldn't be covered by the protection plan but the pillow covers would be ! Great ! Thats all I needed to know. He then asked me if it was okay for him to just send the covers of the pillows to the house and all we had to do was stuff them instead of waiting for a tech to bring the covers to stuff them. I told him yes of course thats fine ! I waited a week.. and still no covers.. a month past by and still nothing. I begin emailing, and texting the provided number and no one is answering me. Months past and no one is answering me. I then go back into the portal to file another claim for the pillows and notice that all my claims were denied.. I thought it was so weird because the tech told me that although the alignment and stains were not covered the pillows would be ! So I go through the whole process again just for pillow covers to be sent to me.. I create a new claim for the pillows and Now I made a second claim for the pillows and the claim is being denied and said that the protection plan I have isn't covered on my protection plan when it literally says pet damage for one time accidental. I was told that I would receive pillow covers so why have I not received them and now that I put another claim in for the pillow covers why is it being denied now but was accepted by the tech prior. They keep sending me the same email asking me to fill out paper work for a review which I have done multiple times but haven't received or spoken to anyone directly about my issue.They have literally made this entire process the biggest headache and Im still waiting for someone to contact me directly through phone to speak to them about why my claim is being denied when I was told directly by their tech that he would order and send the pillow cases to my home. If I had known this was going to be such a head ache I would of just made the tech come back with the pillow cases instead of taking his word on ordering the pillow cases to be sent to my home. Anyways long story short, Im now going back and forth emailing them because no one has called me or gotten in touch with me about this issue. Just BEWARE BEFORE purchasing insurance from this company. read more

This place is 100% scam! Dealing with them as we speak about a claim they have no reason for denying...Plan on legal action if necessary just out of spite and will take time to report on as many sites as I can! Very dissatisfied I cannot believe a company like this gets away charging$300 furniture purchase without any ramification for not following thru on what you paid for read more

Waste of time being on hold and waste of money. Called to have them come and clean my light colored couches because when I bought the warranty I specially asked if they did cleanings and the sales rep said yes. They only do SPOT cleaning. What kind of shit is that? The whole couch is one spot. Waste of money buying this plan when they don't cover shit. I will never buy another warranty plan if it's covered thru them. They're nothing but crooks and thieves stealing your money and giving you nothing but a headache in return. Might as well buy my furniture from big lots from now on. read more

Do not waste your money on this insurance. They do not fix nor exchage furniture. They do not send an inspector to check the furniture, they go by the picture. i went to Rana Furniture and they told me that the sofa was ripped it clearly shows an accident. I told Montage that I cannot tell if it is an accident or not because I was out of town. They decided to deny to cover for the damage. DO NOT BUY this Insurance is a rip off read more

Montage - Furniture Repair Near Me - Grand Rapids, Michigan

My puppy chewed up the corner of my new sofa. I filed a claim on 01/13/2023 which was finallly resolved on 7/7/23. Followed up on 1/23/23, 1/25/25, and 1/30/23. Finally received a response (the ONLY time I received a call from them) and was informed they sent an email requesting more information which I never received. Tech came out in February to assess the situation and ordered padding and asked for 1.5 hours of time to do the repairs. March 28, 2023, I contacted them and was advised material was ordered but that's all they knew. Called on 4/3/23 and was told they sent email to Star Furniture but hadn't received a response yet. Received padding so another appointment was set up for the tech to come out. He got here on 5/12/23 (this time the scheduling problem was my fault as I was going to be out of town and then was sick). Anyway, he arrived and not only did they not schedule enough time for him to do the repairs, they sent the wrong materials - stuffing vs: padding. Padding was ordered again. I called again on 5/22/23 and was told padding order went in on 5/19/23 and it could take 6-8 weeks! I called again on 6/12/23 and was asked if I received the padding. I said no so someone was supposed to return my call with an update. Didn't happen!!! I called again on 6/13/23 and was informed they weren't allowed to call until 24-48 hours after they emailed and promised they would call me the next day. I finally called the company that was going to actually do the repairs and they did return my call and said they would have the tech go buy the padding and set up an appointment. So, I should have skipped dealing with Montage all together and gone directly to the upholstery company! Also, Montage says the best way to contact them is through the portal. That was also ineffective in this case. read more

Really bad. Will never purchase again. They are short staff. Say they will call you back in a week and only call after you leave several messages a months after, then they make a denial decision within a day. Don't purchase this. It's a ripoff. read more

Filed a claim in March 2021. Received no response. So I called and stayed on hold for HOURS to be told I was mailed a form I never received. When I got the form via email it was requesting redundant information to stall the claim process. I completed it and still nothing. I filed a BBB complaint and suddenly I got an appt for someone to come asses the damage. That has been done and I am waiting for the repair to happen. I missed a call from them and have been on hold for over 3.5 HOURS waiting for someone to answer. Every time I have called it has been close to 2 hours of waiting for someone to answer. I now have a third claim to file as of 8/4/2021 but my March claim is still not honored. I requested a full refund due to breach of contract (obviously they have no intention of honoring it) and they sent me a canned email offered a prorated refund that also called for a $50 processing fee. I'm looking into a way to report them to the department of insurance. Don't buy this. read more

This is the worse company I have ever had dealt with. This is also the first time in 48 years I have ever written a bad review. After several attempts to have a warrantable claim approved after being denied. They final agreed to fix my couch. This was 6 or 8 months ago. I have spoken with them several times. Promise they will call me back never happens, Promise me a supervisor will call me back never happened. They told me they would call me every week until I got my parts to fix my couch never happened. Finally 3 months ago I got the wrong part shipped to me after I provided a serial number with a picture of the needed part and a picture of the serial number. I called again no one cared and they said they would ship the right part if I send more pictures. So I did 3 months later final got the right part. This company then subcontracted out to a company called Saw who has set up two different appointments Guess what never showed up. My wife and I wasted 8 hours waiting on a technician. Finally the tech showed up 1hour 40 minutes late no we were never contacted we had to go to work. We left the piece of the couch out side with the needed parts and a letter with phone numbers. On video we have the tech in a unmarked car in non uniform walk up to the couch look at it and walk away. He refused to listen to my wife through the door bell camera. I then called MONTAGE and they said I will email a supervisor and they will call you with in 24 to 48 hours. What a joke I have been told this same BS 6 times never got a call back. read more

This company should be truly ashamed of the way they conduct business. We filed a claim in September due to a collapsed frame on a sectional couch section and zippers separating from the fabric on cushions, and heard NOTHING in response, until I emailed them back and they stated they would need additional photos. I literally re-sent the same images that I had sent them initially, which included every imaginable angle of the damages. This occurred in December. We heard nothing from them for over a month, so again I had to reach out to them to inquire on the status of our claim. They stated they would need to contact a technician in my area to schedule a time to come to our home to make the repair. The technician then called and scheduled for another two months down the road, in March. The technician spent 15 minutes looking at the damage and stated he could not fix it on the spot, and would take photos to send back for replacement request. He stated that someone from Montage would be in touch within "the next few days." After 10 days I emailed them and got no response. Over the next two months I emailed them yet again and got no response. In June I again emailed them to advise that we had been far more than patient and at this point would be requesting a refund of our extended warranty cost. They promptly responded (within a week) and advised that they were still waiting for photos and documentation from their technician's visit THREE MONTHS AGO. They stated that I could submit a request for reimbursement in writing, and they would then pro-rate the amount we paid - not based upon the date we filed our claim, but upon the date we filed the request for reimbursement, minus additional fees. This company is nothing short of legalized theft. And they could not possibly care less about the unethical way they operate. Save your money, or expect nothing in exchange from Montage. read more

2 years into new piece of furnituire. 2 small accidental holes punctures a cushion. Filed a claim and no response from Montage after months and multiple contacts from me. read more

Trying to claim protection plan bought on my dining set. No one answering the calls, no reply to email. read more

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**update 5/11, after 70 days of a partially inoperable reclining sofa the issue has finally been fixed. The claims process is a joke, vendors used are a joke-if it wasn't for my constant follow up with everyone involved, nothing would have been resolved. We love our couch but the "piece of mind" warranty that Star furniture pushes is anything but. They too should be ashamed of using this warranty company for their products read more

I bought leather chairs, with the insurance suggested by the store, Montage FS, after a year and a half some peeling happened and when I contacted this company they claimed that it was not for normal use and that they did not insure leather chairs. Very disappointing, the customer service is also contemptuous, I would not recommend ever spending $1 with this company. Assembly Furniture Services is not worth it. read more

If I could possibly give Montage a * minus rating I would. I am 83 years old. Filed a claim on April 1st, 2022. It was a three ring circus from there. Just found out today after many phone calls (most on hold), numerous emails, with and without pictures, unanswered texts etc ad infinitude, that when I requested a manager, was put on hold, lady came back on finally and said, "your claim was rejected". Worst customer service EVER. I guess they thought filing the claim on April Fools Day was a joke and kept the rejection from me for 3 weeks. What a nightmare. read more

If you live in northern California and you buy furniture from a store that contracts out their service calls to a company called Montage,4035 Park East Ct. ste. 300 Grand Rapids Mi. run for your life. Our recliner motor broke and after 6 months of them missing appointments the store where we bought the love seat($2,300.00) came out and fixed it for us. We have a extended service contract which did not help us at all. We will never buy the product again and never will we deal with Montage. Jean Miranda Cameron Park, Ca. read more

I would really give this company a negative negative negative rating. Plus more negative negative negative ratings. My year and a half old electric recliner's motor went out in March, 2021. I filed a claim on March 17th. Filled out the form, got the receipt from the furniture company and emailed pictures of the recliner stuck in reclining position. I have not heard anything back and it is over two months later. When I check my claim it still says In Progress. If you email them you get a generic email back blaming the delays on covid. No success trying to have the furniture company you bought the furnitutre from go to bat for you and try to solve this. NEVER BUY A WARRANTY FROM THIS COMPANY. TOTAL WASTE OF YOUR MONEY. Good luck if you do. read more

Horrible warranty service provided by Ashley furniture. I've submitted my initial claim in Nov 21' and still no replacement bed frame. Everyone that I have spoken to has said something totally different. I can never speak to a supervisor or someone with authority. How hard is it to initiate a FULL refund? HORRIBLE! Please stay away from this company at all cost! read more

Paid a considerable amount of money for a 5 year extended warranty on a very expensive leather sectional sofa (top of the line), and this extended warranty was supposed to cover any and all issues or accidental damages like spills, tears, and or moving breakages etc. after the factory 3 year warranty expired. Turns out they don't cover virtually anything including foam and support cushioning (so without back and seat support your sofa is an ornament and unusable). (read the fine print) and what they say they will cover "in writing" turns out not to be covered or your claim is denied after jumping through hoops for hours and days worth or research an of forms, and photos, and all copies of original receipts (some of which only the dealer or manufacture would have so they can deny your claim obviously you don't have sky and part number order forms), and then want to continue the information gathering process by violations of your privacy and trying to get you to zoom with them and take videos of your property interiors, while theoretically viewing possible issues that they might send a tech out some day to fix. My issue was a failed wiring harness to the foot rest actuator (this is a common failure on almost all recliners), due to it being flexed too many times, and slow and intermittent actuator. So picture your reclining sectional seat stuck in the full outright position with no remedy since it is all electrical and not mechanical. You have company for the weekend. They expect you to incur liability and safety issues while waiting weeks if not months for a renter coming resolution, so you must remedy this issue yourself if you want to walk through the room and prevent anyone from sitting on the outstretched end, or heaven forbid walking in to it in the dark and taking out a knee or shin. So while they deny deny and deny some more, regardless of in writing coverage (existing paid for and valid) for electrical and mechanical issues, you are supposed to go without a seat (the primary seat) in your living room for an unknown period of time, restrict room access, and expose yourself to liability lawsuits from guests for an unknown or permeant length of time. Then when you trouble shoot the problem and splice the two broken wires yourself, to get a safe living environment, they deny the entire claim now, because you did unauthorized cleaning or repairs. They will never show up to fix anything, they will never pay for someone else to do it, they will waist hours and weeks and months of your time, then when you give up and do anything yourself to slightly improve your quality of life and safety of your family, they will have yet another excuse not to cover you. DO NOT EVER BUY THIS INSURANCE or EVER CONDUCT ANY BUSINESS WITH THIS SHAM OF A COMPANY, it is a TOTAL SCAM, your better off buying the cheapest sofa you can find with a 2-3 year warranty, then replacing it every 2-3 years as needed. However if you want to work as a tech doing nothing, they are hiring! read more

TRASH!! I put in a claim in September 2021. They never called or emailed me or anything. Any time I called, I got passed around for hours (Pause). I called them today because my claim has been deleted, along with all the pictures I took of the damages. They told me I couldn't file a new claim for the same damages. They also lied and said they called me and emailed me. I never got any calls or emails from them. The lady I spoke to sounded like she was just making stuff up. If you got a warranty through this company. Then you just lost out on money. It's honestly just a scam. read more

This company is nothing but thieves and swindlers. Spent hundreds on a protection plan and when I wanted to put in a claim they said I didn't have the correct paperwork after sending them 5 different forms showing I made the purchase. This company should be looking into by the better business bureau and the state attorney general. read more

An absolute sham for a service. Filed a claim for moisture damage on my center table. It was rejected based on "wear and tear" in an area that is out of reach (covered under the glass) unless somehow laws of physics changed...? Anyways, called to dispute the rejection and after wasting 30 mins of my life, it was apparent that incompetent representative didn't care much for logic and was more interested in dancing around. With the soul purpose to avoid any high dollar claims. She said, water damage should be covered by manufacturer... Asked to talk to manager but of course there is always a more important call and waiting wasn't an option. It's been a week since I've been waiting for a call back. I won't be holding my breathe. And reporting to BBB as well as reaching out to local safety/health departments. read more

This company is USELESS. I filed 2 claims in September. They are still not resolved. I do not get responses from them when I ask about status (other than the status is "open."). We paid for this insurance, and so far it has been not only a waste of money, but a frustration and distraction. Do NOT pay for their "service," as they do not, in reality, offer one. read more

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If I could leave zero stars then I would. We started a claim over the phone and was told to submit pictures online. We jumped through all of their hoops by telling them on the phone call what was wrong, and then submitted each damage in 5 different pictures so they can see the full area. Submitted it in writing after that. When they reviewed the pictures, they said due to the multiple stains that it wouldn't cover any warranty. Not to mention the legs on the ottoman are broken. The cushions on the couch have split where the seams are, but they used the ottoman to get out of the entire warranty. We were told when we purchased the warranty that it would cover stains, damage and any repairs needed, but we have found out that is not true. No matter what the reason of the damage they will not honor or even try to help fix the problem. I have called multiple times and get no where. I've submitted everything they asked for and get denied. We want the furniture fixed or our money back so we can get replacements since they will not follow through with their warranty. What is the point of the company when they deny everything. I've spoken to 2 women at the company and a wall has more personality and manners than they do. It is a waste of time and money. They do not care about the customers; only about getting money in their pockets. After reading all the awful reviews on multiple websites, I have no idea how they are even in business. I am surprised they are still in business and they do not have multiple lawsuits due to finding a way out of all claims. read more

Don't purchase warranty from this company!! They are a scam and shady! I bought a brand new couch set and our ottoman broke, they claimed it was a manufacturer issue and that isn't covered under the protection plan, it takes forever to talk to an actual person and prepare to be put on hold forever. I will never go through this company again! Shady shady shady!! read more

Our retailer of a lift chair, Furniture Fair sold us a 5-year warranty on a lift chair we purchased from them. Two years into the warranty the remote started working intermittently. When we called our retailer we were informed that the warranty had been transferred to Montage Furniture Repair. I contacted Montage and had to go through hoops getting a call setup. One of the items I had to do was locate the serial number on the chair. I am a 72-year-old senior citizen who walks with a cane and it was quite a chore to get the chair turned over to get the serial number. Once I got that done Montage said a local representative would contact me to set up a service call. I was contacted by a company named SAW and a call was scheduled. On the day of the call and 2 hours before the scheduled time I get an email (not a call) stating that my call was cancelled due to a technician not being available and I was advised to call and reschedule. Apparently the SAW company must not have many technicians because their quoted available times were 3 to 4 weeks out. After the call was scheduled SAW kept rescheduling it on their own with a note to call in if the new time and date was not convenient. On the day of the actual call SAW changed time twice, both times by text. When the technician finally arrived he quickly diagnosed the chair remote as being defective. He stated the part would be mailed to me within 2 to 3 weeks and if I had an issue with installing it myself that I could call back in and setup another call to have a technician come out and install it for me. This was in April. A few days ago (in August) I got an email from Montage that my order for a free replacement remote was approved. Four months just to get the part approved!!! My disabled wife was pretty much confined to that chair and depended on being able to use that remote. Unfortunately, she passed away sitting in that immovable chair in May. I finally called Montage back today and told them to cancel the order because I threw the chair away and got a new one from a different retailer and a different warranty company. From this experience I have concluded that I will not ever buy another item from Furniture Fair, who would not assist me with my issue ("it is up to Mortgage now"), accept another service contract through Montsage, or allow SAW to be scheduled into my home. read more

if I could give zero stars I would. despite back and forth resubmission of a claim, that per their guidelines should be completely covered, they have somehow insisted that the accident is not as I described and proved in photos. I HIGHLY suggest not purchasing any warranty through this corrupt and ridiculous "company". read more

This company is a joke. We called to use our Pet Insurance. First, it is more complicated then my homeowners policy. To get my homeowners insurance to replace my roof was less paperwork and time and fast. I called them. They sent me a 5 page document I had to fill out about a cat peeing on a couch. It required I sent them 5 pictures with various rules of pee on a couch. Yes silly. Then they wait to approve your claim. Okay fine. A couple days later then call. The next available appointment to clean the couch is 30 and 45 days out. So still my couch is not cleaned. Just sitting their unused. I tell them 30 to 45 days is too long they tell me okay we will see if we have any other vendors. Okay good. How long will that take to find out if you have another vendor response "at least 5 days". So what is the point of this service if it will take so long to do something so simply. Update: 11/21 issue still not resolved with this insurance. read more

I'd give zero starts if I could. Extended warranty is a rip off. They find reasons in the fine print, so they don't have to honor the replacement. I was told I was purchasing a one time pet replacement warranty. What it really means is that the damage has to be from one single incident, not that they'll replace the furniture once. I feel tricked and ripped off. read more

Purchased furniture protection (montage Eastern Region) for my brand new couch from the furniture retailer. When a claim was submitted and approved by Montage for damage to this couch, I got the run-around. First it was approved, then canceled. Then approved again but customer service stated that they wanted me to pick up a heavy part from God knows where and put this large piece in my car (ridiculous) because shipping was too costly for them. Then they tried to say that it was the furniture store's responsibility. Finally, exactly 6 months later, after numerous calls and emails from me and the furniture retailer, Montage replaced the couch not just the damaged mechanism. Had I not been so bothersome, firm, and vigilant with Montage and their supposed customer service, I would still be waiting for repair or a replacement. Unbelievable! read more

DO NOT buy furniture insurance from them!!!! After a year, two denied claims, all I have in my living room is a piece of garbage sofa that they have refuse to fix. read more

I would give NEGATIVE stars if I could! Huge SCAM, I paid $300 for a warranty for an Ashley Furniture sofa and tried to use it for a broken spring and torn cushions and it took 2 months for a response and then my claim was DENIED. Shame on Ashley Furniture for selling this scam of a warranty and shame on Montage for not paying legitimate claims. SCAM SCAM SCAM... read more

The company has bad business practices. They aren't clear why they deny your insurance claim. First the denial reason was due to the couch looking too stained up (it is a velvet like couch that shows brush strokes), so in the final decision letter I explained the couch isn't stained on the outside and the stains are only on the cushion and producing smells. They then denied my claim because "they don't cover odors", BUT then do cover animal stains, so that makes no sense. What a joke of a company! read more

We purchased an extended warranty on our Flexsteel couch from Montage. The plan clearly states that seam separation is covered. We had about a 2 inch area where the fabric is separated at the seam and they will not cover it. Their justification is that they do not cover frayed fabric. The fabric on our couch is tweed. Tweed naturally frays easily so once it had separated it began to fray. There is a 2 inch area that is open at the seam YET that is not considered seam separation. They denied my claim and my appeal. I will never purchase any warranty from this company again. read more

It's a scam, don't do it. They will think of every reason not to come out and look at you're claim. I did my due diligence with photos and a claim packet, but claim denied after two years, which the cheap Ashley couch isn't even paid in full yet. My advice go somewhere else. read more

Customer service is severely lacking, and claim process is extra difficult. Seems they would try to have you give up filing the claim, rather than be helpful. Not only was the claim process difficult, but when you finally do get someone on the phone, they are very rude. I will never get an extended warranty through them again. read more