Montage, LLC — Attraction in Grand Rapids

Second edit - I'm moving this to four stars at the moment because of the great work of Montage in trying to make things right! After escalating the claim based on the original review, Alesha took ownership of the issue and went above and beyond to make things happen. Montage and US Quality Furniture repair sent another tech out to inspect our sofa. Unfortunately, the tech confirmed that the shoddy work by AHM Furniture had ruined our couch beyond a reasonable point of repair.

Alesha and crew tried to find a replacement unit for us, but our model was discontinued. Never fear, however, as she immediately gave us a choice between a replacement credit or a very favorable buyout of our plan. We opted for the cash buyout option (not in the mood to go furniture shopping at the moment) and are just waiting on the check. [Update to five stars pending Montage hitting the 30-day timeline promised for the settlement check.]

Edited - Brittany, I'm unable to find a way to reply to your comment below, but I have reached out and things appear to be making headway. Our claim number is PS1917404-24A, if you want to look up the notes and shift this conversation there.

As it turns out, this isn't necessarily the fault of Montage, but rather one of their subcontracted service providers. Our original repair was performed by US Quality Furniture Repair (http://www.usqfs.com/), and the more recent repair was performed by AHM Furniture Service (https://ahmfurniture.com/) who totally destroyed our couch.

After reopening the claim and seeing it immediately assigned, I called AHM dispatch directly, who informed me that they had no other technician available to service the Kansas City area besides the original jackass. As I was calmly but firmly explaining why I would not be allowing the technician back into our home, AHM's CSR hung up on me. An immediate callback thankfully got a different CSR, who informed me that they indeed had just the one representative available in the area, but that he was a temp fill-in. She quickly made a note on the account that allowed me to call Montage back and get the ticket reassigned.

Will update the one-star rating once things have been completely sorted out.

Unfortunately, I can’t rate zero stars, because their “experienced” repair tech did absolutely NOTHING to fix the problem. Our couch has a defect that is KNOWN to the manufacturer, and Montage’s younger repair tech that fixed the same problem on the opposite side of the couch when it happened last year used the manufacturer’s recommended solution. I suggested that it would be common sense for Montage to allow him to replace both of the KNOWN DEFECTIVE bolts at the same time, but was told “no, they need to track the failures independently.”

When the problem inevitably happened again, we called and were again assigned a tech. This time, unfortunately, we got an older tech that got lost due to “the GPS” (should have been my first clue, because Google Maps displays exactly where our townhouse is) and then downplayed the KNOWN, ACKNOWLEDGED MANUFACTURER DEFECT, claiming that he knew better.

So instead of removing the sheared bolt and replacing it one from a new batch, he drilled a brand new hole in the crossmember and then used a 2-inch drywall screw. Unsurprisingly, the drywall screw didn’t handle the stress and splintered the wooden crossmember. This “new” method, has likely ruined the couch entirely, which will now result in Montage being forced to pay for a full...

DO NOT PURCHASE WARRANTY WITH THIS COMPANY! We lost everything in Hurricane Laura, and decided to replace our furniture using Arhaus Furniture. We purchased the warranty through them because we have children and thought it would be a good idea. We made a claim to have the couch cleaned 2 years later, and Montage hired AHM to do the claim work. The technician came out with a Hoover spot cleaning machine. This concerned me because I was told it needed to be professionally cleaned. The technician said he was there to spot clean and that it would look terrible, so he told me that I needed to remove the casings of our couch and machine wash them. I questioned him on this, and he assured me that he took classes on this and that it was fine to do since the casings had zippers. Again, I told him that I was never told that they could be machine washed. I trusted him, and he actually helped me take the casings off. I AIR dried them for 2 days in my home, and when I put them back on the couch they shrunk and created huge gaps in the couch between the cushions. We contacted them and let them know. They agreed that the technician should have never done that. They ordered new casings for the couch and sent another technician out to "professionally" install the new casings. The technician refused to install casings because they were 2-3x lighter than the couch base color. His professional opinion was that the couch needed to be reupholstered or replaced. They sent out another tech just to confirm that. That tech questioned me on how I dried the casings and I told him exactly how I did it (thank goodness we have witnesses to my casings being hung all over our home to air dry) and he gave his professional opinion that the couch needed to be reupholstered or replaced. We got a call from Montage that they were not going to do anything to fix the problem and that they could no longer help us. This company is truly horrific. We are left with a couch that we can't sit on without falling in between gaps, our children get stuck in the gaps, we can't have company over (haven't had company since February when this occurred), can't let small children on the couch in fear that they will get stuck and suffocate. This company is not willing to fix the problem that the company they hired won't fix. Please do not buy a warranty from them, I am truly saying this has a concerned mother and customer who doesn't want anyone else to go through what we are going through. We are truly living...

(Read the reviews, they don't lie)This company is a disgrace. DO NOT buy your furniture from any Pilgrim location (particularly Milford CT) or use Montage services, you're better off buying used furniture. The furniture is cheap and good customer service simply does not exist. After my fiance and I purchased our first home, we were so excited and wanted to fill our place with quality but decent priced furniture. After just a year of use, our sofa broke and fell apart in two places. No clue how because we don't have any children. The sale representative that sold us the sofa insured us that if we purchased a "Furniture Protection Plan" from Montage that we can have our sofa fixed at any time and if the tech couldn't fix it they would replace our sofa. (I have the contract in my hand). So we called the company and they have been so nasty, rude and unsympathetic. I have been going back and forth with this company for over a year, I even ended up in the ER from a migraine after a nasty 1 hour phone call. The first tech they sent out said there was nothing wrong with our sofa. Crazy thing is I had pictures that I had previously sent over where you can see that the sofa is visibly broke. Three techs later our sofa is still broke. We had a manager straight up tell us, "we don't give out new sofas, it's just not going to happen sorry". Each time a tech came to our home I had to take off of work. They only give you a 7 hour time slot the tech told us that we need a new couch. I have called Montage over 20 times, probably spoke with every representative and even with managers. I have been dismissed, hung up on and ignored for months. I have also called Pilgrims to see if there is anything that can be done for us, they told us to have another tech come out. Our sofa is so uneven that our self cleaning vacuum gets stuck underneath. Dealing with Montage and their warranty plan has been a complete NIGHTMARE. Now that they have our hard earned money, we don't matter. I'm embarrassed to have guest over because of how the sofa sags and this clearly doesn't matter to them. Not one person offered to honor our protection plan. To me, it seems like a scam. I will certainly be reporting this company. I will throw this sofa in trash were it belongs, and this company will not get another dime from us. I feel upset, disappointed, scammed and I certainly don't feel valued as a customer....(If you're not going to finally solve my problem, please...