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:17/06/2024

  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.

  On 11 May 2022 we bought some chairs (together with some other furniture) from Lazy Boy Furniture Galleries. At the time of the purchase we also bought Full Protection Plan which is covered by Zucora for 7 years. Yesterday we noticed a tear in the upholstry of back side of one of the chairs. The Zucora Protection Plan clears states that rips or tears are covered. When we contacted them they deny their responsibility on the basis that is it is not specifically included in the plan. This is untrue and I am very frustrated in dealing with them. It seems that their sole business model is based on denying genuine claims.

  Business Response

  Date: 17/06/2024

  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 are looking into other solutions in an attempt to facilitate a possible resolution.

  Customer Answer

  Date: 17/06/2024

   
  Complaint: 21860691
  
  I am rejecting this response because we do not have an agreement if the damage is covered by the policy or not.  We did not discuss or agree whether the policy covers it or not.  We continue to believe it does.

  The business representative who called us was pleasant and professional.  She requested additional information which we have sent to them.  Without getting into the legalities, the idea is to find a resolution that is satisfactory to us and can be implemented by them.  We hope we get there.  
  
  Sincerely,
  
  Rani Jalan

  Business Response

  Date: 19/06/2024

  We previously communicated with the customer that the damage reported is not covered under the service plan. We asked for additional information from the customer and are working on an acceptable resolution. The customer agreed to wait while we look into the options to provide a satisfactory resolution.

  Customer Answer

  Date: 20/06/2024

   
  Complaint: 21860691
  
  I am rejecting this response because it is asking me to "accept" a position that could be prejudicial.  Yes, what the business is stated is correct.  They have taken the position that it is not covered with which I disagree.  We have indeed agreed to wait for an acceptable resolution which we were told could be communicated by the end of the week. 
  
  Sincerely,
  
  Rani Jalan

  Customer Answer

  Date: 05/07/2024

  Zacura has today informed us that a store credit for the value of the chair has been issued which should result in the affected chair being replaced.  

• Initial Complaint

  Date:12/06/2024

  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.

  Hi There,I received call from Zucora home regarding their failure to provided service of ******************** give me two options 1. Partial service sofa after long waiting of parts?2. Cancelled ***************** extended warranty amount.?And they told me on phone conversation to remove the review complaint from BBB customer support service!?Im afraid bcoz thier every option out of the systematic commitment.They are fully liable to refund the whole amount of ******************* they can canceled warranty after one & half year waited & failed to providing service on time and they have to compensate my time. Thank you *****************************

  Business Response

  Date: 13/06/2024

  We communicated with the customer and explained that the damage reported is not listed as covered under the protection plan purchased. However, we looked into other solutions and in good faith provided two options towards a courtesy resolution. The customer agreed on the proposed resolution.
  

  Customer Answer

  Date: 13/06/2024

  Hi There,

  we are thank you for your support to listen & resolving this issue.

  They are fully liable to refund the whole amount of sofa & loveseat.
  How they can canceled warranty after one & half year waited & failed to providing service on time and they have to compensate my time.  
  Factually service delayed means service denied.

  
  
  Thank you
  ****************************;

• Initial Complaint

  Date:11/06/2024

  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 warrant for my patio furniture. I put through a claim for my patio furniture on May 7th. ZucoraHome told me they would reach out to the manufacturer to see if they can send us a replacement. They said the other option if the product is not available is a refund. The manufacturer has now been non-responsive for almost 5 weeks. I've called ZucoraHome to follow up a couple of times. Each time I call, the representatives are rude and dismissive. They tell me there is nothing they can do. They want to keep waiting to hear back from the manufacturer. It is evident after 5 weeks that the manufacturer is non-responsive. ZucoraHome has refused to do anything other than wait. ZucoraHome is pushing my claim down the line to avoid having to fulfill my warranty. The warranty that ZucoraHome provides is a scam. They will continuously tell you to wait without providing any updates or following up themselves with the manufacturer.

  Business Response

  Date: 12/06/2024

  We communicated with the customer and explained that the damage reported is not listed as covered under the protection plan purchased. However, we looked into other solutions and confirmed with the customer that we are able to facilitate an alternative resolution as a courtesy gesture

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 21833944
  
  I am rejecting this response because:
  

  I agree with the outcome, but not the statements provided by ZucoraHome in their previous response.

  ZucoraHome will be reimbursing the fee that I paid for my warranty. They are not actually fulfilling the warranty as per the terms of the contract.

  ZucoraHome has suggested that the warranty claim is not covered. This is not accurate. The company is insinuating that the damage was done over-time and not in one occurrence. They have no proof of this fact. That being said, I also don't have any proof that it was from an individual incident. Rather than argue the point, I felt it easier to have my warranty fee reimbursed. I'm just happy not to have to deal with them any longer. 

  In addition: I had been waiting for 5 weeks on ZucoraHome after I filed my warranty claim. During those 5 weeks, the representatives mentioned that my claim WAS covered. They told me that we were waiting on the manufacturer for the replacement. Up until this point, my claim was going to be covered. It wasn't until I submitted this BBB complaint that they said my claim was NOT covered. It is evident that the BBB complaint has created conflicting statements by ZucoraHome.

  I would like to warn future consumers. If you are contemplating the purchase of their furniture warranty, please reconsider. This is indeed a scam. 

  
  Sincerely,
  
  Seb ******

  Customer Answer

  Date: 12/06/2024

  Hello - please reopen my complaint. 

• Initial Complaint

  Date:10/06/2024

  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.

  We purchased two sofas from ****** and we were told to purchase a warranty on the sofas because of unforeseen damages. In less than 2 years, one of the bottom rails of one of the sofas is broken. We contacted ****** and they directed us to Zucora. While completing the claim, a guestimate date of occurrence was entered. Zucora is claiming the incident has to be reported within 21 days. Even after we told them it was a guestimate date, they are still adamant about not going to provide the warranty service after paying so much for the sofas just because of the additional warranty. All emails to Zucora are now being rejected saying the initial date of occurrence was past the 21 days. By doing this, we reflected on when we noticed the broken rail and we wrote another claim using this new date, but they still rejected it. Zucora took our money but when it was time to fulfill their end of the transaction, they are trying to run away from it. Can you please ask Zucora to send their technician to inspect the broken sofa as it is expensive and we cannot be paying extra for someone else to come repair? Also, the new 21 days from the date of occurrence will soon expire and they will claim the same.

  Business Response

  Date: 11/06/2024

  We communicated with the customer and explained that the damage reported does not meet the criteria to qualify for the coverage listed under the protection plan purchased. However, we looked into other solutions and were able to facilitate a possible resolution through the retailer.

  Customer Answer

  Date: 11/06/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/05/2024

  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.

  **************** Request Number: *******, remains open since 19.12.2023.- Service technician on-site that week, took pictures of defective furniture, escalated for replacement - No update for (3) months - Requested by company (3) times for the same pictures of manufacturer tag (*****, *****, & *****); correspondence by Company on ***** threatened to close my request.- Follow up with Company on *****, still no confirmation on when parts will be received to complete warranty service. - No promise or confirmation that Warranty claim will be resolved in any specific timeframe or meet any service standard. - No willingness to provide other services available under the warranty agreement (i.e., replacement)

  Business Response

  Date: 08/05/2024

  We discussed the service plan coverage with the customer and apologized for the delays, that are beyond our control, in obtaining parts needed to complete the repairs. We came to an understanding regarding the next steps to be taken towards the resolution, as outlined under the protection plan purchased. 

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 21663545
  
  I am rejecting this response because:
  

  I would disagree and state that the understanding is more of a forced understanding. As outlined under the Protection Plan purchased, Teppermans is not responsible for any claims or service obligations provided under this Protection Plan, however, I am being told that the cause for delay is poor communication & commitment from Teppermans. My Protection Plan is with Zucora, not Teppermans, and if Teppermans is not responsible for any claim or service obligation, why should they be used as a scapegoat in this situation.

  Additionally, from the Protection Plan, If replacement parts are not available, , Zucora Home agrees to exchange the Covered Product.When asked to provide evidence that the Replacement Parts were available,Zucora Home was unable to provide any commercial proof (i.e., confirmation number, invoice, bill of lading, etc).
  

  The Competition Act (paragraph 74.01(1)(c)) refers to prohibitions against making a representation about the warranty or guarantee of a product if it is misleading or there is no reasonable prospect that it will be carried out. This includes any promise to replace, maintain, or repair a product or continue a service until it has achieved a specified result.
  

  To date, I have not been provided with any evidence that the Replacement Parts are available and that there is a reasonable prospect that the Warranty will be carried out. There is also no willingness to provide a full exchange of the Covered Product due to the unavailability of replacement parts.
  

  Don't make any materially misleading product warranty or guarantee, or promise to replace, maintain or repair an article.

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

  Business Response

  Date: 13/05/2024

  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. While we are not responsible for manufacturing delays, we confirmed with the customer that an order has been placed for the required parts. Furthermore, we are looking into alternative resolutions.

• Initial Complaint

  Date:22/04/2024

  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.

  We purchased an extended warranty from Zucora Home for a couch and love seat we bought from ****** furniture store, on 11th November 2021. It is a ***************** comprehensive furniture care plan. We paid &****** for the warranty. We contacted them two months ago to inform them that one of the seats on the couch was broken (my husband was sitting on it one day and he heard a kind of pop, then a weird noise, then the seat sank down.) They sent a technician over to troubleshoot, he came in, and the first comment from him was well this looks brand new, so I can tell it's not been misused. Then after opening up the bottom of the couch he said he couldn't see what was wrong, so he put his phone inside then took pictures. We didn't hear back from them for more than a month, ( I kept trying to call and was left on hold four different times) and my husband emailed to contact them to no avail.I eventually got through only to be told, it was the elastic that had gone and that wasn't covered, (everything else is covered including cutting the fabric with a knife) I argued politely that if you can't sit on a couch, then it's no longer a couch and asked to speak with a manager. I was told they'd send another tech from another company, for a second opinion, the next tech came on 18th April '24 and he told us that it was the webbing that had gone, which is part of the structure of the couch so it would be covered by the warranty. We just had an email from Zucora saying after receiving your request, we are advising you that the warranty does not cover this type of issue. This is disgraceful as far as we're concerned, and the way I was spoken to by the associate on the phone with my initial complaint to Zucora, was not very professional either. I hope you can help with our situation, as we paid a lot of money for the furniture and the so-called extended warranty, and as I said earlier a couch is no longer a couch if you can't sit on it. Sincerely, *****************************

  Business Response

  Date: 23/04/2024

  We left a message for the customer reiterating the reasons why the damage reported is not listed as covered under the protection plan purchased. However, we are reviewing other possible options that might be available to recommend as a resolution to the issue with the furniture. 

  Customer Answer

  Date: 23/04/2024

  They sent us a copy of what was not covered i.e. elastic/webbing, and it's the webbing that has gone on the couch. 
  However, the technician who came said that webbing now replaces springs on most furniture, so it is structurally damaged, and structural damage is covered by the warranty, and he told us that they should replace the couch. 
  I'm including some attachments of the extended warranty, and definitions webbing/springs. 

  Customer Answer

  Date: 24/04/2024

   
  Complaint: 21610708
  
  I am rejecting this response because:

  They sent us a copy of what was not covered i.e. elastic/webbing, and it's the webbing that has gone on the couch. 
  However, the technician who came said that webbing now replaces springs on most furniture, so it is structurally damaged, and structural damage is covered by the warranty, and he told us that they should replace the couch. 
  I'm including some attachments of the extended warranty, and definitions webbing/springs. 

  
  
  Sincerely,
  
  Win Baillie

  Business Response

  Date: 24/04/2024

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

• Initial Complaint

  Date:04/04/2024

  Type:Sales and Advertising 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.

  We purchased extended warranty for our furniture. The motor in one of the electric chairs failed. We contacted Zucora October 20, 2023. It took over a month and several calls before we could get a service person to show up to advise the motor had failed. They said theyd advise Zucora. 2 weeks later I called to find out status- they had the info but never bothered to order the motor until I called. Many followups later and the part was in transport. January we found out they shipped to an incomplete address so lost the part. Start the process over again. 3 months later many emails and calls, part arrives, service guy shows up, wrong part, just a switch, no motor. 6 months and we are starting the process again. The contract service guy said hed let Zucora know, but based on the last 2 times Ill have to chase them to get an order in and wait for another 3 months.

  Business Response

  Date: 05/04/2024

  We followed up with the customer and discussed the necessary details towards the resolution.

• Initial Complaint

  Date:25/02/2024

  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 furniture from ****** furniture store and shortly after had an accident where I tripped and fell backwards on one of the loveseat arms (no much pressure mind you) but I noticed the arm was now not attached to the seat anymore. I thought it was my fault but decided to contact the warranty company to see if anything could be done. They informed me they would send out a 3rd party technician to see if it would be repairable. When the tech looked at it he informed me the damage was not due to me taking a spill but because there was a knit in the wood used to support the arm. To which he explained that it should not have been used in the loveseats construction. He told me it's the manufacturers fault so it should be covered. He also said it's fixable but warned me that Zucora takes a really long time to respond and approve the repairs. I acknowledged him and thanked him for his time. I waited and waited and waited some more but never heard back from the company. It's been over a year at this point and I had not received any response so I emailed and told them that without a response I would take alternate actions to be compensated. Thus I am now beginning that process.I think it is very poor practice to leave a customer high and dry for this long. I paid for a service, they have a contractual obligation to fulfill and they have not. I'm not suprised there are so many complaints filled against them nor am I suprised ****** furniture STOPPED using them as a warranty company due to the complaints ****** was receiving over the warranty not being honored.

  Business Response

  Date: 29/02/2024

  We communicated with the customer, apologized for the delays and have reached a satisfactory agreement on the next steps in the process towards the completion of the necessary service.

• Initial Complaint

  Date:22/02/2024

  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.

  December 12, 2019 I purchased a sofa and love seat along with their platinum leather care plan. the information I was told which was aslo given to me in the attached brochure is that if anything happens to my sofa in the next five years they will fix or replace it. I have two small tears in the headrest of my sofa and tried to make a claim and they said it is not covered, they attached a new brochure that I have never seen before neither was the contents of that brochure discussed with me at the time of purchase. This is totally unfair they cannot just change the terms of the agreement after the purchase.

  Business Response

  Date: 22/02/2024

  We communicated with the customer and explained that the damage reported is not listed as covered under the protection plan purchased. However, we looked into other solutions and we offered a courtesy resolution to the customer through the retailer.

  Customer Answer

  Date: 22/02/2024

   
  Complaint: 21330424
  
  I am rejecting this response because: They fail to honor the terms of the plan that I purchased. It is unfair and I will not be silenced by them.
  
  Sincerely,
  
  Normadeen ********

  Business Response

  Date: 23/02/2024

  As mentioned in our earlier communication, the issue reported was not covered under the service plan purchased by the customer. However, we were able to arrange in good faith for the retailer to provide a refund of the service plan to the customer as the coverage did not meet their expectations.  Since the offer was rejected by the customer, no further action will be taken by ZucoraHome. 
  
  

  Business Response

  Date: 23/02/2024

  As mentioned in our earlier communication, the issue reported was not covered under the service plan purchased by the customer. However, we were able to arrange in good faith for the retailer to provide a refund of the service plan to the customer as the coverage did not meet their expectations.  Since the offer was rejected by the customer, no further action will be taken by ZucoraHome. 
  
  

  Customer Answer

  Date: 23/02/2024

   
  Complaint: 21330424
  
  I am rejecting this response because: Zucora knows they changed the terms of the plan after it was purchased. They are bullies! Why offer a refund of the amount for the plan if it was not covered? The brochure they sent with the terms is not the one I got from ****** at the time of purchase. I forwarded my brochure to them which clearly meant nothing. The lady that called me yesterday said that tears was covered and then she said you claimed for peeling. I said I did not,  I sent a picture with two small tears in the headrest that I am asking to be repaired.  She replied that she will review the picture and call me before 10:15 this morning and that never happened. This is really disappointing and frustrating that customers are treated in such unprofessional manner.
  
  Sincerely,
  
  Normadeen ********

  Customer Answer

  Date: 23/02/2024

   
  Complaint: 21330424
  
  I am rejecting this response because: Zucora knows they changed the terms of the plan after it was purchased. They are bullies! Why offer a refund of the amount for the plan if it was not covered? The brochure they sent with the terms is not the one I got from ****** at the time of purchase. I forwarded my brochure to them which clearly meant nothing. The lady that called me yesterday said that tears was covered and then she said you claimed for peeling. I said I did not,  I sent a picture with two small tears in the headrest that I am asking to be repaired.  She replied that she will review the picture and call me before 10:15 this morning and that never happened. This is really disappointing and frustrating that customers are treated in such unprofessional manner.
  
  Sincerely,
  
  Normadeen ********

  Business Response

  Date: 26/02/2024

  We made our decision based on the terms and conditions of the service plan that was purchased by the customer. We spoke with the customer again who accepted our courtesy resolution.

  Customer Answer

  Date: 27/02/2024

   
  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.
  
  Sincerely,
  
  Normadeen ********

• Initial Complaint

  Date:20/02/2024

  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.

  We purchased a set of sofas in November 2022. We included the full fabric stain protection, which includes cleaning if the sofas stain. I contacted them to have the sofas cleaned, after 2 months someone finally got back to me and said it wasnt covered. After asking why it was not covered they sent me a cleaning chemical as a customer service gesture My warranty covered the cleaning but they are not holding to their warranty.

  Business Response

  Date: 21/02/2024

  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.
  
  

  Customer Answer

  Date: 22/02/2024

   
  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.
  
  Sincerely,
  
  *************************