Leather & Home Interiors

I Purchase Sectional recliners and got Montage protection plan from Leather & Home Interiors. The sectional is very nice in leather quality and comfort. After 6 months the pull release handle broke. I Called Montage and filed a claim. The claim process went well until when it came time to order the replacement parts. Apparently, Montage gets its part from the retailer that sold me the sectional. I Had to call montage about 4 weeks later to get status and they called the retailer and found out that the part was ordered and the wrong part had came in. The Part was reordered and again 4 weeks later I had to call to get status because montage had not called to give me an update. That is when I found out the part was already here. So I had to go the retailer to pick up my part. I Notified Montage to schedule a technician to install the part. Within a week the technician was here to install the part. This is when we found out the part ordered was the wrong length. The technician took measurements and photos and forward it to Montage so the part could get reordered. Well another 6 weeks go by and I receive an email from montage asking if I had received my part in the mail. My reply was no, so I called montage to see if they had an update yet and explain this is taking too long, They informed me that they will contact the owner and find out what is going on. A couple of more weeks go by and no status update. So I called to complain to montage why is this taking so long. The reply is that have left messages and are waiting for the Owner (Joseph) to call them back. Another couple of weeks go by and I called montage to find out what is going on. The service rep from montage then said the retailer needs to know the correct length so they can order the correct part. Then service rep then ask me if I could measure the cable and provide photos and email to it montage. I informed montage that they should already have the required information that the repair technician had already submitted. So the cycle begins again and another 4 to 8 weeks go by and still no parts and no update status. Today I called again and had to request to escalate this situation to a higher level. We will see what kind of response I get this time. I would not recommend too purchase the Montage protection plan from this retailer, due to them not being able to work with montage get the parts needed in a timely manner and the montage service team do not follow up with the retailer and provide the customer with update in a timely manner. FYI this has been got on for EIGHT (8) MONTHS.