My husband and I submitted a claim on 8/15 because our boys got permanent marker on our sectional couch. My husband (a computer guy) submitted the claim with all the requirements, including pictures. I had to call/email Montage 3 times before they could 'see' the pictures. Afterwards, I had to call Montage because they were not staying within their 2-3 day response time. Every agent I talked to had messed up details on our claim saying we had a broken frame, etc. when that was NEVER reported. We only put in a claim for the permanent marker. Ultimately our claim ended up being denied saying they couldn't do anything because the technician said she couldn't clean the couch without causing further damage . When I called and asked for a supervisor the initial agent wouldn't pass me on, and when I finally asked the third time to be passed on did they finally agree. The claim was resubmitted to be looked at, and the supervisor (Sandy) promised she would call back that day and let me know the status of the claim. She never did. I later called back and Sandy informed me that they would reverse the initial decision and replace the pieces but that they had to contact Ashley furniture to see if it could be ordered. I called back today 10/20 because I still hadn't heard the status of what Ashley Furniture had said or would be able to do for us (over 5 days later). The agent told me I would have to wait another 4-6 weeks to hear back. That was incorrect information as our furniture had been discontinued and couldn't be replaced. When I personally contacted Ashley Furniture, they had never received a phone call or email from Montage asking them to replace the pieces. I again called Montage back and asked to speak to a supervisor because the initial girl I had talked to said that they were sending the claim to the discontinued department..neglecting to mention that I had to call to get it to happen. I talked with Sandy again who was agitated that I was upset because they were taking care of the claim. My beef is not with that...it's the customer care and how this company does NOT take care of people who pay good money to have their furniture insured. Sandy raised her voice with me and argued with me over the phone and ultimately said that I called her a liar. I NEVER used that word to describe her. I said she didn't do what she said she would do (call me back). By her telling me I called her a liar, she is ALSO implying that I am a liar. That is completely uncalled for and inappropriate behavior. I asked to speak with her supervisor and she denied me saying that I could only file a complaint through email. Bull!!!