The second technician they had contact me was great. Much better than the first by far. Now montage has had the report from him for a week, no response yet. Called yesterday and they said they needed a few more days. Takes forever for them to do anything. The technician was super fast, but montage is dragging their feet.
These people take forever and the contractors they use are shady and completely unorganized. You tell them one thing and they do completely the opposite. If I don't have information from them soon I'm probably going to file a Better Business Bureau complaint.
I had a bitter sweet experience with Montage. They sent a tech out right away and he was very professional. Unfortunately, I was told the furniture could not be repaired and that it had been discontinued. So I was expecting to be able to go into the local Ashley store and pick out replacement furniture. Not so fast...I was told I could in fact do that but it had to be at the store I purchased it from. Problem, I no longer live in that state. End result, I am getting a very small monetary payout. So, they will repair it nationwide, but if you need a re-select it has to be at the store of original purchase.
They were quick to handle my warranty claim and sent out a very competent company to come out and fix my furniture. The technician was very nice to my very curious toddler who just wanted to see everything that he was doing. Overall, I was treated very kindly and my claim was handled expedient and efficiently. I would recommend them and plan on using for the future!
This company is the absolute worst!!!! They should be put out of business. The claim process took forever. They also had me keep resubmitting pictures that I already did saying they didn’t get them. I had to stay in contact with them since submission of the claim because they don’t properly update you on the status. I claimed damage on two night stands and a dresser with a mirror where the drawer split in half. The top of the wood was peeling and bubbling and they stated they can’t cover it because it wasn’t a specific thing that caused the damage. I am a busy working mom with children how am I supposed to know what specific incident caused it. I reported it as soon as I noticed it. This company steals your money and tries to find a loophole when it’s time to honor the warranty. They said they are going to order a drawer to replace the broken one but how if it has been discontinued. I spoke to a supervisor named Heidi and she was just as rude as the customer service agent. They need more training and should express more empathy for customers that have spent a lot of money on furniture that is broken or damaged at this point. Don’t offer a five year warranty if you only want to find ways to get out of honoring the warranty. Disgusting company!!!!!
So far awful. I submitted my claim 9 days ago with not a single response and no response to a follow up email. I will keep this updated with our future service experience.
In the mean time another item broke I'm sure they won't be able to address both issues at once so there goes 2 days vacation out the window.
Partial claim approved 10 days later. Make sure you turn in the claim asap after the issue. The scheduling for repair has been an absolute nightmare. Tech not available on Fridays because of my service area- maybe don't offer these plans in those areas if you don't have full time staff to address the issues.
Montage Furniture Services is a US Point Of Interest based in Grand Rapids, Michigan. Montage Furniture Services is located at 4035 Park E Ct SE #300, Grand Rapids, MI 49546, USA.
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