DO NOT PURCHASE A PROTECTION PLAN FROM MONTAGE FURNiTURE SERVICES!!!!

In April, 2018 I visited an Ashley Furniture store in Lake Charles, LA. Prior to purchasing any furniture or the MFS protection plan, the Ashley Furniture sales rep called MFS and explained that we were moving back to Alaska and wanted to verified that MFS would service any claims in Juneau, Alaska. I was present at time of the call and witnessed the sales rep look up MFS's phone number and speak with a MFS rep and confirmed coverage was available so we bought the furniture and protection plan and moved to Alaska.

The furniture was damaged, and on June 22, 2018 I called MFS to file a claim. During the call I was told that MFS wouldn't cover my damage claim even though the protection plan I paid for specifically covers punctures in leather furniture. The MFS rep also said they do not service claims in Juneau, Alaska.

I requested a cancellation and refund, and was told I could cancel per the “terms of the policy.” I replied we have never received any policy terms or other documentation other than a protection certificate from Ashley and a flyer with the "highlights" of the protection plan coverage. The rep stated the policy terms were mailed out on June 20, 2018, approximately two months after purchase, and to our old LA address. Our mail is being forwarded by USPS, but we have yet to receive anything from MFS. The rep further stated we can request a cancellation and refund, but there will be a $25 cancellation fee and unknown proration charges. I replied that I wanted a full refund of $499.99 and requested a supervisor call to further discuss.

On June 22, 2018 I spoke with MFS supervisor, Heidi. Heidi offered to research the proration charge and call back. She called back today, June 25 ,2018 and offered a refund of $400, which is less the cancellation and proration charges. She claimed she called Martha at Ashley to get information on when Martha contacted MFS and asserted there was no record of the call. When pressed, Heidi admitted she hadn’t actually spoken to Martha, she only left a message. Only after I demanded Heidi follow through, she agreed to call Martha again.

I called Ashley Furniture and spoke with Martha and she confirmed she finally spoke with Heidi and affirmed that she called MFS and the rep confirmed claims coverage for Juneau, Alaska.I called Heidi back and still got the run around that they have to "research" all the calls and confirm that Martha really called. I reiterated that we feel we should not be penalized for MFS's error in coverage confirmation and believe it is reasonable and fair for MFS to issue a full refund for this useless plan.

As requested, I emailed MFS copies of the protection certificate, receipts for payment of the furniture plan and a formal request to cancel the plan for a full refund. I spoke with Heidi again on July 3 and July 5 and still no resolution. I called MFS again on July 9 and the company's main phone just rings with a fast busy signal. Who knows know if I'll ever see a dime refunded to me.