Do not buy the furniture insurance

ComplaintsFurnitureAshley Furniture Live Oak, Tx / Montage Furniture Services

Complaint

0
April Hillsman
Country: United States
Their sales rep kept pushing insurance on me that I did not want. He would not stop, so I asked him if it covered pet damage. He said yes, it covers ANYTHING. So, I bought insurance on my sofa. Three years later, I call Montage to get it fixed/replaced as promised, and first they act like they can't find it. I tell them the proof is sitting right in front of me. So then they "magically" find it. Then they kept asking if it happened in fourteen days. I said the damage is on-going what does it matter? Then they say they don't cover pet damage. The only reason I bought the damn insurance was because I was told it did. These people are scam artists and will find ANYWAY to wiggle their way out of ANY responsibility. I am going to complain to EVERYONE about these losers.

Comments

  • 0
    unknown
    contact bbb.org file complaint. read other complaints, they are more likely to listen
  • 0
    Information for you
    Hello,

    I have information for you about an unclaimed funds in my department.
    Please get back to me if interested so I would brief you in details.
    Email:emmanuelhan@live.com


    Regards,
    Pawel Emmanuel
  • 0
    Just the Truth
    | 4 replies
    April, it’s funny that you sit and blame Montage for your own shortcomings!  When I sell the Montage warranty to a client, I go over all the paperwork including the terms and conditions of the contract which clearly state the following:

    1. Does NOT cover Pet Damage
    2. All claims must be filed within 14 days of first incident
    3. Plan in NOT to be used as a cleaning program
    4. Please retain a copy of your plan, should the need to file a claim arise

    Blaming Montage because you did not either one, read the paperwork before you paid for the service or two, have an ax to grind because you did not get your way is not right.  I have replaced 14 clients furniture within the past 12 months.  The longest claim to 3 months and that was because the client and service tech kept missing each other - which the client admitted was partially their fault.

    Additionally, who buys a service contract without reading the paperwork?  Get it in writting vs taking someones word and then you have proof and more importantly, will not MISUNDERSTAND what it really covers 3 years later!

    If anyone doubts Montage and what they cover, contact them and ask for a copy of the sample contract that comes at time of purchase and you will see why April makes no sense!
    • 0
      sophia replies to Just the Truth
      Hi Just the truth...
      I have this coverage....can u contact me at sophialsilva@gmail.com to ask u what it specially covers because my boys wrote on my couches with permenant marker ...will this cover it?
    • 0
      JOHN replies to Just the Truth
      I am a furniture dealer, and we were told by our past ashley rep that it covered everything! Not true. I don't blame him, he was just parroting what he was told. My salespeople won't touch it anymore after claim rejection. You must have had a more conscientous trainer. Also, we prepaid for a large # of contracts and they acted like they weren't valid anymore when we presented them with it. They do have a poor memory.
    • 0
      Sandi replies to Just the Truth
      Actually April is spot on! I have the paperwork from my purchase that explains what is covered but does NOT state there is a 30 day window for claims.  They used that claiming they sent me the policy (never received) and that I should have known that.  They cannot prove they sent it as it did not go certified mail but now claim they do not have to cover the claim.  They are crooks!
    • 0
      Jennifer replies to Just the Truth
      How interesting, all it takes is a quick google search to finds TONS of complaints against Montage refusing to fix/replace things that should have been covered, finding all kinds of excuses to refuse coverage. In fact the crazy amount of complaints on BBB site spells out exactly what kind of scam company Montage is. Check it out for yourself
  • 0
    Ken
    | 3 replies
    It sounds like April should have read the contract where Montage clearly states that they do not cover pet damage.  We sell Montage at our furniture store and it is the best product on the market for the price.  They have in our experience been very good at fulfilling their contract with our customers.
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      Barkonius replies to Ken
      It sounds like you have a vested interesting in making commission off of selling furniture insurance. I was a salesman for years and I can tell you that hand over fist warranties are straight profit. Most people don't ever use them, and when they do the insurer will try to find a way to avoid liability in the claim. I can testify from personally having to file a claim with montage twice now, that they delay processing your claim and try to avoid upholding the warranty. Just like a previous poster said, when I first contacted montage, they had no record of me. Not my name, phone, email, etc., even though this was all provided when I bought the warranty. I had to fax them a copy of my sales receipt two times, and email it once before they claimed to have received even the sales receipt. Then, magically there I was. "I don't know why it didn't come up?" is what the csr rep said. Then you have to fill out an obnoxious claim form which is designed solely to trick you into giving some kind of clue or verbiage that will void your claim, (get to that in a minute), My couch frame support broke and there is no support to the seat of the couch. It took all in all almost 3 months to get my couch repaired. Now the SAME breakage occurred and when I sent in a claim that clearly stated that it was the same breakage as my previous claim, they say that they don't cover springs or stains (MY WARRANTY EXPLICITLY STATED IT COVERS DAMAGE FROM ACCIDENTAL SPILLS) but if you say the word stain, "Oh we don't cover cleanings." They cover spills but not cleanings? How the F*&^ is that possible? Anyway, they are currently trying to weasel out of having to cover a breakage that they already covered once before citing that they "don't cover that". I finally got a friendly csr agent to agree to send a technician out here, but granted it's now 1/7/2013 and I started this claim on 11/20/2012 AND she stated to me that it still may not be a covered claim, even though it's already been covered previously. So, you tell me if it's worth buying. "Peace of mind" from a warranty is only that if it brings you some peace.
    • 0
      bill replies to Ken
      SHUT UP LIAR
    • 0
      Jennifer replies to Ken
      Wonder why there are soooo many complaints on the BBB site? Scammers
  • 0
    Pissed off
    We bought the montage "insurance" because we have young children. One of them got hold of a big red soda and spilled it on the couch. Montage won't stand behind what they say. We're not asking them to clean our couch. We just want the stain fixed which they clearly state in the contract. They are saying its normal soiling. Montage is nothin but a scam been trying to get this resolved for 12 months now and keep getting the run around. Montage sucks and is nothin but a bunch of crooks
  • 0
    Aston
    | 1 reply
    I have been selling Montage for around 12 years now. First and foremost, if you don't make a claim or just want a refund, it is possible. All you have to do is call Montage and tell them that you haven't used your plan and that you would like your money back. They will pro-rate the amount for as long as you have had the plan. Second, this plan does not cover manufacturer defects. That was always a misconception when I trained my employees. The plan does cover accidentals reported "within 14 days" of the problem. When you call Montage, of course they will try and tell you how to clean the stain or fix the problem. Just stay persistent and they will fix or replace your furniture. Of all the warranties out there, this is by far the best. Yes, it is a profit driver, but in my past experience I have seen customers get a new bedroom, living room, or dinning room because Montage replaces sets when the damaged piece"that can't be fixed" is no longer available. It's really a piece of mind for 5 years. No, I do not work for Montage. The following is what's covered: punctures,tears,rips,burns,breakage of frame,scratches that penetrate the surface,gouges,dents"that penetrate the surface",lifting of veneers,peeling of veneers,water marks, heat marks,liquid rings and marks, electrical components"not replacing light bulbs", reclining mechanisms. I hope this helps, and F.Y.I read what your buying!
    • 0
      upset replies to Aston
      What about a rip in the wood of the bed frame that prevents the bed from staying in place? Is that covered?
  • 0
    Aston
    By the way, "pissed off ", don't forget about the store that sold you the warranty. If I was you, then I would hold them accountable for following up on you situation and seeing that it's resolved.
  • 0
    Sandi
    Just received the same scam treatment from Montage.  I have all of my purchase documentation and the couch I bought has a broken frame now and a staple sticking out.  I called Montage who claims they sent me the details on the policy (never received) and that I needed to call within 30 days of the event.  When she asked me when it occurred I honestly answered, "a couple of months back" being busy getting kids back to school I just now found my paperwork from the purchase to call them.  They now state it had to be called in within 30 days.  Here is my issue with that: if there are stipulations in the agreement that limit the policy shouldn't they send the policy by certified mail or verify receipt?  I have a paper from the furniture store explaining what is covered and a receipt, I did not know to expect another document in the mail and it was never received at our home!  Just a horrid scam company!!  I have called Furniture Fair as well because if they do not address it, I am done with both companies!
  • 0
    Happy camper
    Just got my sofa replaced because of a wine spill.

    I read my contract and called to get cleaning instructions as I had no idea how to clean it. A technician was called out after I my cleaning failed. His was also unsuccessful.

    Art van replaced the couch. It took 6 weeks because they had to order a new one.

    Read the contract and stop whining. Ge'ez. Take some responsibility.

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