Protection Plan

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Complaint

0
Marc
Country: United States
Dear Montage Furniture Services,
I would like to thank you for completely changing my opinion of protection plans.

After submitting forms, pictures and numerous phone calls to your organization regarding what should have been a simple cleaning to remove a child's pee from two cushion covers, 2 months later, those covers have yet to be cleaned through MFS or its affiliates.

I had an appointment scheduled for Friday, May 25th, with Tri County Furniture Service, Inc. 888-400-3185.  At 4:00am on the 25th I was unexpectedly called in to work.  I did however remember my appointment so I left the two cushions in the enclosed entryway to my home's front door where an electrical outlet is available.

Later on the 25th I checked my voice mail and listened to a message left earlier that day from a technician of Tri County.  The technician stated that he was at my home but there was no place for him to plug in his cleaning equipment.  I immediately called the technician back on his cell phone and left a message saying that the outlet is behind the cushions.  In addition to trying to contact the technician, I've also left messages with Tri County.  I've never heard back from anyone.

This morning I put the two cushion covers in the washing machine on the delicate cycle and they are now drying outside on the lanai, clean and in perfect condition.  The next time I'm asked if I would like to add a protection plan to my purchase, I'll be sure to share this experience with the sales person and then politely say, "no thank you."

Comments

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  • 0
    Emily P
    | 3 replies
    I used to work with MFS directly through a retailer and one suggestion is read your protection plan materials word for word before calling into the service center to file a claim, after reading the plan then determine how you will explain to the service center on the description of the damage and how it occured.  MFS will then want you to submit photos and complete a lengthy form of where the damage is located and how the damage occurred, this way they save money as they do not have to pay a service technician to inspect your furniture as you are doing all of the work for them.  Once you submit your information, they then review your photos and submitted report, then determine if the damage is covered under the protection plan, if it is not covered they will kindly send you a denial letter.  If the damage is covered, they will then determine which is the most cost effective solution to fix the damage.  If they have to order parts, expect a 6 - 8 week arrival for the parts, then you may have to wait 2+ weeks to have a technician install the parts.
    Look forward to the whole process to take about 4 + months from the date of filing the claim for your furniture to be repaired.
    As far as the Customer service department, their ads read that their staff is highly trained and knowledgable in the furniture industry.  This is not the case, according to a previous sales rep that I know personally, this person states that they pay their customer service reps bottom dollar and the training is very minimal.  The majority of their customer service staff is not educated beyond high school and training new hires may contain training on basic computer skills, spelling and typing.  
    The protection plan is good, if you read the plan coverage and submit your claim as the damage occurs.  If you are not happy with your experience, I recommend going right to the top and contact the president of the company and explain your situation.  He will take the correct measures.  Do not waste your time going to uncaring supervisors that don't care about your unsatisfied experiences, they hear complaints all day long from other consumers and you are just another number.  Again, go directly to the top and explain your situation and 9 times out of 10 the president will give you what you expect just to take care of the complaint and get it off from his desk.  Hope this information helps.
    • 0
      armywife910 replies to Emily P
      | 2 replies
      Where can we get the info of the person at the top?
      • 0
        Emily P replies to armywife910
        | 1 reply
        The president of the companies email address is:
        amsalmon@montagefs.com
        • 0
          BrandyM replies to Emily P
          Thanks for providing the email address.  We are currently going through the claim process and they keep dropping the ball on what they say they are going to do.  I am sorry you do not work there anymore, sounds like you would have been nice to talk to and would have provided the correct information on what needs to be done.  

          Thanks again.
  • 0
    bad luck
    I have been trying 6 months to get my cover replace every time I put my protection plan number in they say it did not match so if you buy it I wish you luck.
  • 0
    Charles Greenberg
    | 2 replies
    Had no reply back from Bryan Lysaght but I have to wonder why, MFS has convicted Felons doing there warranty work in homes for the public. Don't they do back ground checks on there service people.

    http://florida.arrests.org/Arrests/Bryan_Lysaght_3355241/

    There are 3 arrests just on tri county furniture repair service alone owner Bryan Lysaght .
    • 0
      TCFS replies to Charles Greenberg
      | 1 reply
      Mr Greenberg,

      You can try to slander me all you want. It doesn't work.. LOL.. The facts are the facts.
      Tri County has over 99% customer satifaction rating. 1000's of repeat customers every year. We go the extra mile for all of our customers including you. If you remember we were the ones who set up for you to get it taken care of.

      If you want to post info about me, atleast be accurate. You're not even close.. LOL

      Best Regards,

      Bryan Lysaght
      TCFS Inc
      • 0
        anon replies to TCFS
        this is the least professional response I have ever seen from anyone in customer service. This is obviously a company that doesn't care at all about its customers. Who wants felons in their house anyway. Stay away from these guys!
  • 0
    Terrin
    I was looking at the Montage problems on Tri County Furniture that was at my home. I looked up as well to the response above not being accurate. It looks like it is. I found the same company being owner in my home is the same guy.

    http://www.mugshotrecords.org/arrest_card_inq ... c58c4d913970ebd

    Im going to call store and ask why we have to this service in our home. They must not do any back ground checks. They could be sending sex offenders in my home for all I know.
  • 0
    BrandyM
    I am currently going through a claim with Montage.  During the last four months we have had issues with them and still not resolved.  Montage customer service reps and supervisors have all dropped the ball, supervisors actually laughing at our frustrations and still are not resolving the issues.  Our product has been authorized for replacement twice and then both times resulting in that the product has been discontinued.  They assigned a technician to fix the product which was unsuccessful, but he was successful at ruining our carpet with glue drips (which is being rectify rather quickly through the contractor).  

    It has been two weeks now since they approved the reselection of the bed since it is discontinued and when we arrived at the retailer (with a rental truck) they have not received any information from Montage stating they authorized a reselection. Montage is refusing to do any sort of compensation for the frustration or the loss of money due to the rental truck.  

    Montage is very slow at processing their claim, they continue to drop the ball and very poor customer service.  I will never do business with Montage or any retailer who associates with them.
  • 0
    Amy C
    We bought our furniture and one night my husband moved the pillow and we found a spot on the leather we have called montage emailed montage almost every day since we found the spot.Nobody is interest in helping you when you call in fact they hang up on you when you ask for info on what can we do to process this. I'm very peeved at this moment because my furniture is not even month old. We even gone back to the store to see if they can help and they just tell me to keep calling montage. I never by warranty for this reason but though since they cover everything it would be worth it, WRONG not worth the headache you get.
  • 0
    Janet M
    | 2 replies
    I had a problem with my sofa I purchased our local store. I called montage for a repair to a ripped corner.  It took 2 weeks to send a tech out. It took so long to schedule with tri county furniture service. I see others have had the same issue as I had with the same company. The man had a pony tail and was in a T shirt he seemed ok. I kept asking what was going to happen . He stated I needed to contact the store where I bought my furniture. He then said you get what you pay for. What does that mean? I called the store and they are going to replace my furniture. Maybe Montage needs to figure out a plan before they send someone that knows nothing about furniture.
    • 0
      james replies to Janet M
      | 1 reply
      I have worked for several companies as a repair tech and have done 1000's of in home repairs. 1000'S of satidfied customers. but there is a few out there that won't be satisfied no matter what is done. i see a few people on here that just don't like to wait. your not the only person out there. patience is needed. if you have to appeal then do so. keep making calls. Read the papers when u buy protection. maybe you shouldn't buy it. maybe you should sit on floor. sleep on floor. eat on floor. or build your own. use screws instead of staples. use steel if your on the heavy side or you flop and don't use ur midsection to sit down. a few dissatisfied don't make the protection bad. 1000'S buy and are satisfied. ever buy a car? A lemon? Car or couch...some are lemons. you buy protection for that reason. not so you can mistreat and abuse the furniture and expect to get new replacements! Guess mom didn't teach you comin sense. quit pointing fingers. ruead what you buy. patience. appeal . and next time build ur own or use the damn floor...
      • 0
        lol replies to james
        Wow, for someone who does thousands of repairs, you didn't do a lot of reading. Perhaps reading a book every now and then while you sit in your truck making us folks wait for you might help you with your serious grammar issues. I'm getting nauseous at the the idea that it's assumed it is always the consumer's fault furniture gets damaged. I guess your idea of everyone being a fat careless person is the same as a consumer assuming you're just a dirty, lazy ignorant "furniture repair guy" aka slacker.
  • 0
    Denise T
    | 2 replies
    All buyers of a mfs warranty need to be aware if they do fix your problem they will only fix it once
    i have a 3 piece sectional with recliners in the ends. the right recliner has broke 3 times
    1st time had it 6months Ashley fixed it. 2nd time mfs fixed now its broke again and they wont fix it!
    states in their warranty If a piece or part is replaced  then their warranty is fullfield.I paid $3,000.00 for a sectional that is now broke and the worst part is im still paying for the broke crap!
    • 0
      123456789 replies to Denise T
      the reason why your not getting your mechanism fixed is because once they repair a part or piece it is no longer covered under the plan, therefor they can not service it. That is clearly stated in the plan under the section on "what is covered." Once parts or replacements are ordered under the protection plan coverage will end on parts or replacement piece only. It is not Montage's issue if the furniture you purchased was made with poor quality materials.
    • 0
      james replies to Denise T
      I have worked for several companies as a repair tech and have done 1000's of in home repairs. 1000'S of satidfied customers. but there is a few out there that won't be satisfied no matter what is done. i see a few people on here that just don't like to wait. your not the only person out there. patience is needed. if you have to appeal then do so. keep making calls. Read the papers when u buy protection. maybe you shouldn't buy it. maybe you should sit on floor. sleep on floor. eat on floor. or build your own. use screws instead of staples. use steel if your on the heavy side or you flop and don't use ur midsection to sit down. a few dissatisfied don't make the protection bad. 1000'S buy and are satisfied. ever buy a car? A lemon? Car or couch...some are lemons. you buy protection for that reason. not so you can mistreat and abuse the furniture and expect to get new replacements! Guess mom didn't teach you comin sense. quit pointing fingers. ruead what you buy. patience. appeal . and next time build ur own or use the damn floor...
  • 0
    Rebecka
    | 1 reply
    Worst warrenty company ever... I have beed dealing with this company over 6 months and still have not received anything!!!!!!!!!! I called again and was told that I needed to wait another couple of days.. How long dose it take to get parts for a broken couch? They sure didn't take their time to get my money.
    • 0
      james replies to Rebecka
      I have worked for several companies as a repair tech and have done 1000's of in home repairs. 1000'S of satidfied customers. but there is a few out there that won't be satisfied no matter what is done. i see a few people on here that just don't like to wait. your not the only person out there. patience is needed. if you have to appeal then do so. keep making calls. Read the papers when u buy protection. maybe you shouldn't buy it. maybe you should sit on floor. sleep on floor. eat on floor. or build your own. use screws instead of staples. use steel if your on the heavy side or you flop and don't use ur midsection to sit down. a few dissatisfied don't make the protection bad. 1000'S buy and are satisfied. ever buy a car? A lemon? Car or couch...some are lemons. you buy protection for that reason. not so you can mistreat and abuse the furniture and expect to get new replacements! Guess mom didn't teach you comin sense. quit pointing fingers. ruead what you buy. patience. appeal . and next time build ur own or use the damn floor...
  • 0
    Daisydoodle
    I am completely satisfied with Montage!!!  Our son wrote on 2 cushions of a light leather sofa with an ink pen.  I wiped it with leather cleaner and it removed most of the ink but not all of it.  Because the Montage agreement states they will come out as often as necessary for cleaning/repairs (and only for this reason) I filed a claim.  I filled out all of the necessary paperwork and sent numerous pics.  Montage sent out a technician who took additional pics and filed a report stating that the ink could not be removed because a solvent strong enough to remove it would prevent pigment from adhering after the cleaning process.  Our sofa was discontinued so Montage sent us to the store to select new furniture (sofa AND loveseat).  We also have our original sofa/love with ink stains that are near impossible to see.  Needless to say we paid for the Montage protection on the set we chose as a replacement!

    This process was NOT quick, but they absolutely followed through!  As previously stated, READ and REREAD your contract, and be patient.
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