Complaints

This profile includes complaints for Montage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Montage

  3333 Deposit Dr NE Ste 330 Grand Rapids, MI 49546-1470

  
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  Montage

  3050 Centre Pointe Dr Ste 50 Roseville, MN 55113-1180

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We took out furniture protection on our new sectional through Montage Furniture Insurance. Their coverage states that they would cover pet accidents. Our dog accidently got on our furniture and urinated on it. There was very minimal stains but it left an odor. We went on the Montage website and filed a claim and were denied. We had to submit 3 pictures. The website stated these pictures were to prove ownership of the sectional and not for approval or denial of a claim. We get an email back stating our claim is denied because there are no visible stains on the sectional. There is no way that they can tell the damage from just a picture and not coming out and physically looking at the furniture. This is bad business practice, and misleading covrage. Since they denied our claim, and we are going to have to pay a cleaning company to clean our sectional, we are seeking a refund on our insurance purchase ( not a store credit for future furniture purchase, but a monetary refund). Thank you for your help on this matter. **** *****

  

  Business Response

  Date: 06/29/2025

  We regret that the outcome of Mr. ****** claim did not align with his expectations and recognize the frustration this may have caused.Our goal is always to provide a positive service experience and, whenever possible, a favorable resolution for valid claims submitted under our protection plans. While we handle thousands of covered claims each month, there are instances where claims must be denied due to damage that falls outside the scope of coverage outlined in the plan. 
  The plan covers spot cleaning for stains, including those caused by pet bodily fluids such as urine. Coverage, however, is contingent upon whether a visible stain is present.  After careful inspection of the photographs provided by Mr. ****** we were unable to locate any signs of visible stains.    
  Mr. ***** has reported that an odor remains, which is not a covered issue no matter what the source.  Odor from pet bodily fluids is not pet damage. Pet damage includes that which is caused by teeth, beaks, or claws.  Mr. ***** may refer to his plan document regarding the applicable exclusions under Section Three (3) What is Not Covered,Letters A & F, which state:
  A) GENERAL:1) ANY LOSS NOT SPECIFICALLY LISTED IN COVERAGE;
  F) MISCELLANEOUS: ..9) MOLD, MILDEW AND ODORS OF ANY KIND FROM ANY SOURCE;
  Based on Mr. ****** original description of the issue, the photographs provided showing no visible stains on the sofa, as well as the above-mentioned exclusions, the denial is valid and will stand.  
  We genuinely want to provide value for our customers for the plans they purchase and apologize that Mr. ***** felt we were unable to do so in his case.  If he would like to request a plan refund, Mr. ***** must send the plan certificate, a copy of the 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.  Mr. ***** may refer to your plan agreement regarding the conditions for cancellation under Section Four (4) Conditions, ********************** which states:
  G)Cancellation: You may cancel this Agreement for any reason at any time. In the first thirty (30) days You will receive a full refund upon cancellation. To cancel within ten (10) days of receipt, contact the Selling Retailer of Your Agreement for a full refund. After ten (10) days, contact the Administrator in writing with this Agreement and a copy of Your sales receipt to receive a full refund. After thirty (30) days, You will receive a pro-rated refund based on the time expired less a twenty-five dollar ($25) cancellation fee, or ten percent (10%) of the Agreement Price (whichever is less), less the cost of claims paid. The refund due while an RTO Transaction is in force will be paid to the Lessor. In the case of termination of an RTO Transaction, this Agreement will be cancelled and the applicable refund will be paid to the Lessor. The Lessor will then be responsible for paying any amounts due to the Lessee or You. We may not cancel this Agreement except for fraud, material misrepresentation or non-payment of Agreement Price by You. Notice of such cancellation will be mailed to You at least thirty (30) days prior to cancellation and will include the effective date and reason for cancellation.If We cancel, the return Agreement Price is based upon one-hundred percent (100%) of the unearned pro-rated Agreement Price. Any claim paid or repair costs incurred prior to cancellation will be deducted from the refund otherwise due.
  If Mr. ***** has further questions, he may contact the service center at *************** email *************************************** or **********************************************************************.  Thank you.  

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have filed multiple claims, the first claim was in May 2025 for frame damage to a sofa. Now the damage was noticed in May but based on the damage I believe the damage was from a faulty or manufacturer issue. Either way, upon reporting it my phone changed the date on me and said I noticed it 7 months before I actually did which voids the warranty. When I contacted customer service to fix the submission they said they cant do that. So I resubmitted and then was denied for refilling a previous denied claim. I then filed for a fabric issue, I paid for the 5 year warranty so there is no reason why I cant claim that but that was denied as well. This company does not want to help me after I contact customer service they just claim there is nothing we can do and then move on. So basically I paid for a warranty service I cannot use. But claim your coverage remains in effect for the remaining term of your plan, clearly not they are just here to deny whatever you claim.

  

  Business Response

  Date: 06/27/2025

  We regret that the outcome of Mr. ********** claim did not align with his expectations and recognize the frustration this may have caused.Our goal is always to provide a positive service experience and, whenever possible, a favorable resolution for valid claims submitted under our protection plans. While we handle thousands of covered claims each month, there are instances where claims must be denied due to damage that falls outside the scope of coverage outlined in the plan.
  Our records indicate on 5/22/25 Mr. ********* submitted a claim through the online portal for damage he noticed 12/26/2024 and described as:Frame under the fabric of the right arm is broken, i believe it was broken from the start and then overtime it broke fully because there is no damage or excessive wear to the exterior of the fabric.
  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 online, by phone, or email.  We cannot change the information after the denial to fit coverage. At times we make exceptions for extenuating circumstances; however,claiming the portal changed your chosen date is not an extenuating circumstance that qualifies for exception.
  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", Number Four (4), 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 ***********************************************************.
  Mr. ********** description that the arm was likely damaged upon delivery and then fully broke overtime further indicates that the issue was noticed outside the 30-day reporting deadline. 
  Damage or stains that have been reported and subsequently denied for any reason no longer qualify for future coverage.  Therefore, because the reported arm damage on the loveseat in the current claim has already been previously reported and denied, it is no longer eligible for service. 
  However, before making a final decision Mr. ********** 3rd claim, we require additional information. Our Consumer Advocate will reach out to him directly by email or text message to obtain the necessary information so we may determine coverage and clarify the next steps.  **************** has questions or further concerns, he may also reach out to Customer Relations directly at **********************************************************************,or by text at ************.  Thank you.  
  

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Coverage was denied from listed reason over covered item. Mistake was made when filed first time and denied subsequent claims for correct reason which is supposed to be covered stating*previously denied item*

  

  Business Response

  Date: 06/21/2025

  We are sorry that Mr. Daniel’s claim experience has been unpleasant.  We will be contacting the customer directly and working toward a resolution of the complaint. Thank you for keeping us mindful of concerns brought to your attention by our customers.   He may also reach out to the Consumer Advocate directly at [email protected].  Thank you.  

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a protection plan from montage when we purchased our couch in February of 2023. A couple weeks ago we noticed a small hole in one of the cushions and started to check the rest. At this point we figured out that we had a problem with all 6 of them. After talking with the sales lady that we purchased from at the home center, we were told to file a claim on the protection plan we bought at the time of buying the couch. I sent in all the info to them and was denied. We have a 5 year plan to protect us but they dont wanna cover it. I spoke with 2 different people there, one being a supervisor and was told they dont cover this. All in all this company is a total scam, scamming hard earned dollars out of peoples pockets and not paying when its time. We dont use this couch a whole ton because we both work full time and dont get much time to sit around. This was a rather Spendy plan to buy to protect us, over 10% of the cost of the couch. All in all we spent $4,000 on this couch with tax and this protection plan. Which is a lot of money for us. Here we sit with nothing. Im filling this out in hopes to get some results or bare minimum get the word out that this company is a scam so other people like myself dont pay for something like this, at least from this company. It should ultimately be illegal to tell people they are covered then find any reason not to pay when a claim is filed. By far the worst experience Ive ever had with a company that offers an extended warranty I will upload the receipt for what we paid so their charges and what we paid in total can be seen.

  

  Business Response

  Date: 06/09/2025

  We regret that the outcome of Mr. ************ claim did not align with his expectations and recognize the frustration this may have caused. Our goal is always to provide a positive service experience and,whenever possible, a favorable resolution for valid claims submitted under our protection plans. While we handle thousands of covered claims each month, there are instances where claims must be denied due to damage that falls outside the scope of coverage outlined in the plan.
  Mr. ************ protection plan covers punctures and rips caused by him, his family, or friends during a one-time incident, and seam separation.  The damage shown in the photographs is not consistent with seam separation or a customer caused accidental puncture or rip but rather wear-related stretching of the fabric.  Wear-related stress tears are not covered by the plan, and Mr. *********** may refer to his Plan Document under Section Three (3) What is Not Covered, Letter F, which states:
  F) MISCELLANEOUS EXCLUSIONS:  ..2) STRESS TEARS INCLUDING TEARING OR RIPPING OF UPHOLSTERY WITHIN ONE-HALF INCH OF A SEAM LINE;  ..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 ensure fairness and consistency for all purchasers of our protection plans, we are obliged to adhere to the terms and conditions outlined in the plan agreement. After a thorough review of Mr. ************ photographs and the above-mentioned exclusions, we have determined that the denial of the claim is consistent with the plans coverage provisions and will remain in effect. If Mr. *********** has questions, he may contact the service center at **************, email ****************************************** or **********************************************************************.  
  

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased montage furniture insurance. This company is truly a scam. I have a few things on my couches. They have asked me to send in the photos Ihave sent in the photos and claim was approved. They had technician come out. He informed me that he could clean it, but it will be in the couch due to the kind of fabric. It is so it will be a different color where he cleans it so he suggested that h*** let company know that the whole couch needs to be clean, but he said they dont like doing it and they will probably try to deny it and thats exactly what they did. They denied my claim. I have paid and spent my hard earned money for insurance, but theyre not gonna it.

  

  Business Response

  Date: 06/09/2025

  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 are truly sorry that Ms. ****** claim did not go as smoothly as we both would expect, and for any frustration the experience has caused her. 
  After further review, we have overturned the denial for the sauce stains on Ms. ****** sofa and loveseat and have authorized a different service company to go to her home to attempt to spot clean the affected areas.  She can expect the service company to contact her within the next 1-2 business days to schedule a service date.  ************ has questions, she may submit a note in her claim through our online portal at *********************************, send a text to ************, email ************************************ or *********************************************************************.  Thank you.     

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February, I found out that my furniture chairs was bent however I filed a complaint to montage furniture warranty however, we have been going back-and-forth withphotos after photos even though I provide all the photos all the proof of the damage they send the technician out after the technician came out. The found out that multiple chairs needs to be replaced more than the four chairs two additional chairs should be replaced also because those two chairs Are damage however that day thats when I found out about that. I waited on montage furniture to reach out to me pertaining the chairs. have to hear back from them when I finally reach out to montage furniture. She asked me. When did I notice the damage? I stated that I noticed thedamage when the technician showed it to me That all the chairs needs to be replaced or ever montage furniture ask for all of the chairs in one photo I took all of the chairs in one photo sent it over to montage furniture only to receive an email stating that my two additional shares was denied because of failure to report the damage chair, which is they know that thechairs were damage. The technician reported also and I let them know however, the other four chairs I still cannot get a resolution from the chairs pay for a warranty on a table and chair set that I pay over $3,879.65

  

  Business Response

  Date: 06/09/2025

  We are sorry that Ms. ******** claim experience has been unpleasant.  Since submitting her concerns, we have provided Ms. ******* with claim resolution offers to cover all six (6) of her reported chairs, as well as a damaged coffee table.  We ask Ms. ******* to respond with her decision within the next 10 business days regarding the settlement offers. If she has questions, Ms. ******* may submit a note in her claim through our online portal at *********************************,send a text to ************, email ************************************** or **********************************************************************.  

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am extremely disappointed with the way this furniture warranty company has handled my claim. I purchased a ***** sectional that developed a rip along the ***** clear manufacturers defect. When I filed a claim under the warranty I paid for, the company tried to hire contractors who quoted more than the warranty was willing to cover. Go figure. Instead of honoring the repair the company offered me a lowball settlement of $161an amount that doesnt even reflect the depreciation value of the sectional, let alone the cost to properly fix or replace it. If I accept their offer, Ill be left with a sectional that has exposed metal clips, mismatched colors, and is essentially unusable. Ordering a replacement is not worth it because they have not addressed the cause and if this will happen again. This not only renders the couch a complete loss, but also voids the remainder of the warranty I paid for, since they are refusing to properly honor it. I am requesting a fair resolution of $500 to go toward replacing the entire sectional, given the defect and the failure to fulfill the terms of the warranty agreement.Consumers bewarethis company appears more interested in minimizing payouts than standing behind their coverage.

  

  Business Response

  Date: 06/09/2025

  We are sorry Ms. ***** is unhappy with the settlement offers.  To clarify, ********************* Plan is not an extension of the manufacturers warranty for quality and craftsmanship.  Montage does not make furniture, and therefore, we do not stand behind its quality or longevity. 
  We have offered to replace the entire left-facing chaise portion of Ms. ****** sectional and increased our cash settlement offer to $216.  The cash settlement amount is calculated using the cost of the damaged left-facing chaise section only and does not include the two (2) remaining pieces. Coverage will continue for the two remaining pieces until the end of the plan term or future coverage fulfillment, whichever comes first. 
  We request Ms. ***** provide her decision to the settlements department within the next 10 business days. If Ms. ***** has questions, she may submit a note in her claim through our online portal at *********************************,send a text to ************, email ************************************** or **********************************************************************.   

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 5-Year Premium Complete Protection Plan through Montage for a couch from ****** Furniture (Agreement #PMCCDR232616257). The plan clearly covers one incident of pet damage.Less than a year after receiving the couch, I filed a claim (ID: ************** for damage caused by my cat scratching the couch. The scratches left tearing on the lower side and fabric damage on the corner. Montage denied the claim, calling it pilling or fraying and made no attempt to verify the claim or send a technician.I then submitted a second claim (ID: ************** with clarification and pet-related context, and they denied it immediately without review, stating it was previously denied damage. This was improper and avoided reconsideration of valid, covered damage.I have submitted the full case to the warrantys insurer (***********************) for review, and I am requesting that Montage reopen the claim and honor the protection plans pet damage coverage.

  

  Business Response

  Date: 06/09/2025

  We regret that the outcome of Ms. ******* claim did not meet her expectations and apologize for any frustration this may have caused. Our goal is always to deliver a positive service experience and, whenever possible, a favorable resolution for customers with valid claims under our plans. While we process thousands of claims each month, it is never easy when we must deny a claim due to exclusions outlined in the coverage.
  Our records indicate on 2/15/25 Ms. ****** submitted a claim through the online portal and reported tears on her sectional.  Before adjudicating the claim, we asked Ms. ****** to describe in detail how the damage occurred,and she responded: 
  Not sure how the damage occurred I have had the couch for a year so overtime I would say
  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 denial to fit coverage.  ** times we make exceptions for extenuating circumstances; however, claiming to have entered incorrect data into the claim portal is not an extenuating circumstance that qualifies as an exception, as we offered Ms. ****** an opportunity before the original denial to provide further details and mention her pet. 
  Ms. ****** made no mention of a one-time pet incident being the cause of her reported issue, however, she did mention the damage had occurred over time.  The photographs provided support her original report of fabric issues as pilling and fraying over time.  Wear-related pilling and fraying, or any type of damage that accumulates over time, is not covered by the plan.  Ms. ****** may refer to her Plan Document regarding the applicable exclusions 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; 4) REPETITIVE STAINS OR DAMAGE CAUSED BY MEDICAL INCONTINENCE OR ANY OTHER REPETITIVE STAINS OR DAMAGE FROM THE SAME CAUSE EVEN IF A SINGLE OCCURRENCE WOULD BE COVERED BY THIS PLAN;
  F) MISCELLANEOUS: ..2) STRESS TEARS INCLUDING TEARING OR RIPPING OF UPHOLSTERY WITHIN ONE-HALF INCH OF A SEAM LINE;  ..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 ensure fairness and consistency for all purchasers of our protection plans, we are obliged to adhere to the terms and conditions outlined in the plan agreement. After a thorough review of Ms. ******* original account of the incident, the supporting photographs, and the applicable exclusions, we have determined that the denial of the claim is consistent with the plans coverage provisions and will remain in effect.  ************* would like to request a referral to a service provider in her area to assist with repair, she may contact the service center at ************ or ********************************************************************.  Thank you.  

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Montage Furnture Services regarding their failure to honor the terms of a warranty I purchased with my furniture from ****** Furniture.The warranty was intended to cover repairs or replacement for damage, as clearly outlined in the agreement. In April, I submitted a claim for frame damage to both sides of our sectional a problem that falls squarely within the scope of coverage.Despite submitting all requested documentation, including proof of purchase, photos, and a detailed claim form, I have experienced unacceptable delays and lack of communication. To date, I have received vague explanations that are the opposite of what all other parties see in the pictures provided (******, Montages Technician both corroborate the damage). I have made multiple attempts to resolve the issue through their customer service department throughout May, but no meaningful action has been taken.This situation has caused me considerable frustration and inconvenience. I feel the company is failing to honor their obligations and misleading consumers with a warranty that offers no real support when issues arise.I am requesting that the BBB investigate this matter and assist in facilitating a resolution. My desired outcome is for Montage to fulfill the terms of the warranty by replacing the damaged furniture.I have attached copies of all relevant documents, including my original warranty agreement, proof of purchase, claim submission, and communication attempts.Thank you for your time and assistance. I look forward to your support in resolving this issue

  

  Business Response

  Date: 06/06/2025

  We are sorry that Mr. ******** claim experience has been unpleasant.  We will be contacting him and working toward a resolution of the complaint. Thank you for keeping us mindful of concerns brought to your attention by our customers.  ************** would like to reach to our ***************************** directly, he may text us at ************ or email **********************************************************************.  Thank you.  

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a warranty on a couch purchased at Ashley *********************** The couch is falling apart at the seams...its not any damage done to the couch...so I submitted a claim to them (which was the longest process Ive ever had to go through and now they are denying my claim because I picked a date of noticing the damage that was outside of the correct range. I have emails to them showing that I picked the date because their process had been so long I couldn't remember and they will not correct it for me so my claim will go through. It was an error that I should be able to correct but they have flat out told me no. WORST company I have ever had to deal with!!! They are scammers and should be SHUT DOWN!

  

  Business Response

  Date: 05/30/2025

  We are sorry that Ms. ****** claim experience has been unpleasant.  She will be contacted within the next ***** business hours to work toward a resolution of the concerns.Thank you for keeping us mindful of concerns brought to your attention by our customers.  If she would like to reach out directly, she may email Customer Relations at ************************************************************************************************** by text at ************.  Thank you.