Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/06/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 10th, I contacted the manufacturer about a few sofas that I purchased with extended warranties. I let them know that there were black marks that were on the one of the sofas. The *** on the phone told me that they would not ***air my sofa as it would not be covered under the extended warranty that I had purchased. They said in order for it to be considered under the extended warranty we would have to identify where the black marks come from. I feel that this does not make sense as I bought to the extended warranty to cover the sofas in case something happens to them.

  Business Response

  Date: 10/06/2025

  We discussed with the customer the concerns with the service request and the details of the plan coverage and came to an agreement on the next step towards the resolution.

  Customer Answer

  Date: 11/06/2025

  the manager called me her name was pretty she was very professional and decided to help me with the sofa and the marks 

  I was satisfied with her solution so I like to remove my complain 

  Customer Answer

  Date: 11/06/2025

   
  Better Business Bureau:
  
  

  the manager called me her name was pretty she was very professional and decided to help me with the sofa and the marks 

  I was satisfied with her solution so I like to remove my complain 

  
  Sincerely,
  
  Noura Balaa

• Initial Complaint

  Date:30/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sofa and ottoman from the **************** on November 30, 2022. At the time of purchase, I was offered the extended warranty through Zucora for $134.99, and agreed to purchase the warranty for 5 years. Now fast forward to February 27, 2025, I submit a warranty claim for a stain on my ottoman, and I am told that I will receive a package to remove the stains myself. If this stain is not removed, than I am told to call and continue the claim process, as a technician will then come to my home. After numerous attempts of using the stain removal products, the stain still remained on the ottoman. Therefore, on March 5 , 2025, I phone in and inform Zucora that the stain still remains on the ottoman. I am informed that a technician will come to my house to remove the stain. The technician came to remove the stain but the stain was not removed entirely. Then on March 18, 2025, I inform Zurcora that the stain still remained on my ottoman after the technician's attempt to remove it. During the same time, I inform Zucora of a tear on the ottoman, which is also covered through their warranty. As such, I have two ongoing claims and I am told an agent will reach out to me to coordinate an appointment. As I don't hear back from Zucora, I call the company on March 26, 2025 and am told that my warranty is not valid, as it was not registered by **************** at the time of purchase in 2022. At this point in time, the **************** has filed for bankruptcy, so there is nothing the company do. However, I am confirmed by the customer service department at **************** that my warranty is registered and valid with Zucora. On March 28, 2025, I am told by Zucora that they cannot assist me further under my service plan and have offered to refund the service plan cost. My issue is that I don't want to be refunded for the service plan, I would like Zucora to proceed with the warranty claim. Despite the fact they claim the warranty is not registered by the ****** Bay, it is nonetheless valid.

  Business Response

  Date: 30/05/2025

  We discussed the claim with the customer and provided resolution in accordance with the terms and conditions as outlined in the service plan.

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23397277
  
  I am rejecting this response because:

  As per my conversation with ******* (Supervisor), he informed me that in ordinary circumstances the ottoman would be replaced by the *** or the ottoman would be re-upholstered. Since the *** is no longer in operation and *** cannot source the material for the re-upholstery, the only option that remains is a refund of $134.99. 

  Upon further discussion with *******, it was determined that the re-upholstery of the ottoman could be an option, provided I find the supplied and source the materiaI. 

  After reviewing my option, I  discovered a retailer in ****** where they would source the exact material and quantity (3 yards) to a consumer. With this material, I would be able to re-upholster the ottoman. A viable option would be that I source the material and have the ottoman re-upholstered with Zucora refunding me the cost of the upholstery. Alternatively, I can source the material for Zucora and Zucora can re-upholster the ottoman through its affiliated partners. In either option, I should not bear the cost of the material or the upholstery work. I am open to hear other suggestions, as there is a viable option available, aside from refunding the warranty cost.

  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 09/06/2025

  As previously communicated with the customer on various occasions, we are assisting the customer in accordance with the terms and conditions of the service plan they purchased. We have thoroughly discussed the necessary details related to the resolution and continue to remain committed to addressing the matter within the scope of the plan.

  Customer Answer

  Date: 12/06/2025

   
  Complaint: 23397277
  
  I am rejecting this response because:
  

  As discussed in my email to ******* from Zucora, the ottoman is being manufactured through *********, which was the supplier of HBC. The manufacturer is selling to various retailers at the cost of $680 + tax. 

  A fair and reasonable solution would be to be compensated for the cost of the ottoman. While I understand, Zucora does not want to act in good faith regarding its extended warranty, it can still provide a compensation for the cost of purchasing a new ottoman. This is an out of pocket expense in addition to the warranty cost paid to Zucora. 

  I'd appreciate your attention on this matter and escalate to your superior as deemed necessary. 

  Sincerely,
  
  ******** *****

  Customer Answer

  Date: 17/06/2025

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  An email was sent to Zucora (agent *******), stating the following:

  I'd like to bring your attention to point C, which indicates if the "professional technician is unable to remove the stain or repair the damage, we may elect to replace all or part of the affected area, the damage component, or entire piece of furniture. Replacement of a furniture piece fulfills our obligations under this Protection plan and will terminate the plan upon replacement ". 
  
  
  You previously mentioned point E was the only option, which states that the maximum obligation would be to refund me the plan cost, since the retailer is no longer able to provide the replacement item. However, this point does not pertain to my situation. The item is repairable and does not warrant a replacement.
  
  
  As per your plan details in point C,  it states Zucora "may" elect to replace all or part of the affected area. I would like to know why this option has not been considered for my case, as it is a very plausible option.  Evidently the upholstery work can be done, since you are offering me (as a courtesy) for one of your technicians to come and do the repair at my own cost for the affected area. I have also informed you the name of the vendor who can source the material for the upholstery work. 
  
  
  Unfortunately, Zucora has not gone through the necessary steps as per the plan details,  to determine that only point E remains an option for my case. While I am fully aware that you "may" elect to either repair or replace, this consideration has not even been made. Since I am not requesting for a replacement, bur rather  I am requesting a repair, this solution can be provided by Zucora. 
  
  
  Please justify the reasoning for not considering point C of the plan details.   

  Therefore, an appropriate solution would be to upholster the ottoman and it is well within the warranty limitations. 

  Customer Answer

  Date: 24/06/2025

  Hello,

  There is a supplier of the *** who is willing to source the material to Zucora. However, Zucora has not considered and does not want to consider this option. 

  I have not been provided an explanation as to why, the re-upholstery of my ottoman cannot be done, albeit the *** is out of business, its supplier remains in operation. 

  Thanks, 

   

  ********

  Customer Answer

  Date: 02/07/2025

  Is there an update on the file , as I have not heard anything?

   

• Initial Complaint

  Date:05/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 5-Year Total Guard Furniture Protection Plan, administered by Zucora Inc., for a sofa bought at ********************. Recently, my toddler accidentally ripped the fabric on the side of the sofa. Initial Denial : Zucora initially denied the claim stating it was submitted more than 21 days after the incident occurred, citing Section 7.0 of the plan. My Correction: I immediately responded, clarifying that the incident had happened the previous week, well within the 21-day reporting window specified in Section 7.0. Second Denial : Despite my correction regarding the timeline, the claim was denied again. This time, Zucora cited Section 9.0 (L), claiming the issue was related to "Separating or stretching of the covering material, stress tears, seam separation, material flaws..." which was inaccurate. My Clarification: I responded again, pointing out that the damage was an "accidental rip" caused by my toddler, which is explicitly covered under Section 2.0 (E) of the plan ("Accidental punctures, rips, tears or burns"). I asked for the claim to be reviewed under the correct coverage clause. Review Period (from ********): I received a notice that the claim was under further review.Third Denial : Following the review, the claim was denied yet again. Zucora has provided shifting justifications for denial, ignored my factual correction about the incident date, and appears to be misinterpreting or misapplying exclusion clauses (Section 9.0L) to avoid honouring coverage for an "accidental rip" which is clearly stated as covered in Section 2.0(E) of the plan I purchased. Their terms appear vague enough for them to apply exclusions inappropriately. Desired Resolution:I request that Zucora Inc. honour the terms of the Total Guard Furniture Protection Plan. I want them to overturn the denial and approve my claim (Service Request *******) for the repair or replacement of the damaged sofa section, as covered under Section 2.0 (E) for accidental rips

  Business Response

  Date: 07/04/2025

  We reached out to the customer and discussed the concerns as well as clarified the reason why we are unable to assist with the damages reported.  The issues experienced with the furniture do not fall under the service plan coverage that was purchased.

• Initial Complaint

  Date:09/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'd like to raise a formal complaint about Zucora's deceptive business practices and lack of service. I'm also requesting a refund immediately of the cost of the plan ($250) because the company has provided zero service to **** purchased their coverage 2 years ago when I bought a new couch at EQ3. I reached out to them to start a claim for some stains on the couch. They continually deny my claim with a variety of reasons. First, they mischaracterized the stains as something they are not, and they told me because I used soap on them, I am not eligible for coverage (ridiculous and not communicated to me at time of purchase). I fought back and then they gave me a NEW reason to deny the claim - because I didn't report them within two weeks, I am not eligible for coverage. That may be in the fine print but it was never communicated when I purchased the service!! And who can remember that over 2 years later!!It's clear they are operating a typical insurance business where they deny claims right away. And that is not how it is sold to you!!This situation is so upsetting to me because I bought the coverage to have peace of mind in using our couch. It also gave me confidence to pick a lighter colour couch. They have scammed me multiple ways because of giving me a false sense of security. I am a mom with young kids - exactly the target demographic for this service. And exactly the demographic who would not be able to keep up with their draconian terms of reporting within two weeks. Those limiting terms should be very clearly communicated at time of purchase. Instead, it's sold as peace of mind, something that will ease your life. That is deceptive and wrong.

  Business Response

  Date: 12/03/2025

  We reached out to the customer and reviewed the coverage of the service plan that was purchased. We discussed the necessary details towards an alternative courtesy resolution.

  Customer Answer

  Date: 12/03/2025

  I have had a conversation with Zucora and they have offered a full refund, which is satisfactory to me. I would like to keep this complaint open until I receive the refund.

• Initial Complaint

  Date:05/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One of the wired electronic controllers for my ******** couch is intermittently not working. Since it is within the 7 year warrantee period I requested a replacement from Zucora. They refused, stating that I had not reported the damage or stain within the 21 day requirement specified in the warrantee. Since this is not damage or stain, and the problem is only intermittent and has only very recently happened frequently (within 21 days), I believe that I have met the requirement of the warrantee. Zucora sent a service technician out who agreed with me and said that he would recommend that I receive a replacement, yet Zucora again replied that they would not honor the warrantee because of the 21 day reporting requirement.

  Business Response

  Date: 05/03/2025

  We discussed the service plan coverage with the customer and explained that the damage reported is not listed as covered under the protection plan purchased. We are looking into other solutions in an attempt to facilitate a possible courtesy resolution.

  Customer Answer

  Date: 08/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They have offered to send a replacement controller as a "courtesy" without admitting that the controller replacement should have been covered by the warrantee.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:20/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ZucoraHomes is working with ****** furniture stores as extender furniture insurance in case there is accidental damage to furniture.They spouse to fix it or if they can't fixed it they spouse to replace the furniture.I bought letter sofa for my son for his place.Unfortunately he got sick and passed away.And after 3 days going in his place we noticed stains on his letter sofa.When I call ZucoraHome, I explained situation, they asked what stains it was, I said I am not sure.After I called them, 3 days later there technician came check the situation, after I spoke to him on phone he said he is filling report, that those are ink stains, and suggested to ZucoraHomes through his report to reupholstery the sofa, or replace the ******** after 5 months, there is no action taken by ZucoraHomes. I contact them through email several times.Can you help me .Thank you,**** ******

  Business Response

  Date: 21/10/2024

  We attempted to reach the customer to discuss the concerns with the furniture and the plan coverage. We left a voice message and sent an email regarding the next steps taken towards a resolution.

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Aug of 2022 I bought a 5 year extended warranty on a sectional sofa that was purchased from Teppermans to be provided by Zuccora Home. In Jan 2024 I made a claim, 2/6 sectional pieces were not functioning. A technician came right away but it is now Aug 2024 (7 months later) and my sofa has still not been repaired. The only communication I receive back when I request an update from Zuccora Home is that they will notify me when they have an update. At this point 3/6 pieces are malfunctioning at my family has nowhere to sit.

  Business Response

  Date: 08/08/2024

  We left a voicemail for the customer to contact our office to discuss the concerns.

• Initial Complaint

  Date:09/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two recliners from Lazyboy gallery for $4599.98 + tax on 25th of April 2019 and purchased the 7 year furniture protection plan. The recliner backs have deteriorated so badly that the chairs are rendered non-usable. Zucorahome sent a tech to the home on Mar 19 2024 to assess the condition and inform the company of the needed repairs. After contacting the company on July 9 2024 they have said that this falls outside of their warranty. The warranty reads "all parts and labor". I am prepared to follow this up by other avenues.

  Business Response

  Date: 10/07/2024

  We discussed the service plan coverage with the customer and explained that the damage reported is not listed as covered under the protection plan purchased. We are looking into other solutions in an attempt to facilitate a possible resolution.

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sofa is under warranty they came checked it and it has been 8 weeks there is no response I have tried to call them 5 times there is absolutely zero response I am super upset with the service and i am never going to buy anything from ******

  Business Response

  Date: 03/07/2024

  We discussed the claim with the customer and provided resolution in accordance with the terms and conditions as outlined in the service plan.

• Initial Complaint

  Date:19/06/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Fabric Protection Plan Home Warranty from Lazy boy dealer after purchasing a $1,800 Recliner. The cost was $169.00. It was promised that any stain, including wine, coffee will be removed by ZucoraHome and THEY WOULD SEND A Technician IN PERSON TO REMOVE ANY STAIN. I had spilled juice and called them to remove it, They advised me that they will send me cleaning kit and to try to clean it myself. I tried and most of the stain was removed. The second stain was red wine which didn't come off and 3 days after, I contacted them. They rejected my claim without even asking questions. The customer service is only in place to act as a barrier to reject all complaints. The truth is they don't want to send any technicians out as they won't be making money. Simply put it, I paid $169.00 for 2 x 300ml bottles of stain removal formula and a Microfiber rag. I will be contacting Consumer Affairs Ontario as this is company set up to avoid all any claim as much as possible.

  Business Response

  Date: 20/06/2024

  We discussed the service plan coverage with the customer and explained that the damage reported is not listed as covered under the protection plan purchased. We offered the customer with two options as a courtesy resolution.