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:31/01/2024

  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.

  I purchased a couch through ****** in Summer 2022. In the first year, the couch was under manufacturer warranty, and the entire couch (2 pieces) was completely replaced upon the Leons technician coming to review the issues.For the same issue I had when replacing the couch prior (a spring popping out of place in the couch) I submitted a request to Zucora Home (who I have purchased 5 year warranty under). A service call was scheduled via Vynew (who Zucora contracts) for December 29th and the two technicians showed up. I was laughed at and told I shouldnt have called for this because its not an issue. As per the Leons technician who helped me TWICE prior, I knew this was an issue as it was specifically pointed out to me and wasnt the reason I called for initially. Once I tried to explain that I know this is a problem the two technicians proceeded to reattach the two pieces of my couch. The couch was NOT going back into its place, and the one technician kept shoving until there was a loud snapping and cracking sound of wood. They both quickly left and once they did, I flipped over the couch to find the attachment piece dangling. Inside of the couch, the frame was completely snapped. I called ***** back as soon as I saw this, and was told I would be contacted by a supervisor (which I never was). ***** was NOT willing to help nor return calls, so I contact Zucora. After multiple days of waiting for a response, I contacted the ***************** The broken piece of the frame was arranged for fixing - however the initial reason I called (about the springs) was not. There is now a lot of back and forth with what the technician said versus what I/my husband said and apparently there is nothing wrong with the couch (although the tech told my husband there was but they wouldnt fix it) and now im back in the loop of waiting for someone else to be assigned to my case. There is zero accountability from Zucora for the issue or the time *** spent trying to resolve it.

  Business Response

  Date: 01/02/2024

  As mentioned in our earlier communication with the customer, the issue reported was not covered under the service plan purchased by the customer. However, we were able to arrange in good faith a courtesy resolution that we discussed with the customer.

  Customer Answer

  Date: 05/02/2024

   
  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,
  
  *****************************

• Initial Complaint

  Date:26/01/2024

  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.

  Hello, we bought furniture from the bay and we bought insurance for the furniture from Zucora. We have repeatedly contacted Zucora for a repair/cleaning of the sofas we purchased. However they have denied coverage or ignored our requests. They are deliberately not responding to our email requests for a service.

  Business Response

  Date: 29/01/2024

  We discussed the service plan coverage with the customer and explained that the damage reported is not covered. However, we provided the customer with a courtesy resolution.

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21206989
  
  I am rejecting this response because:
  I was denied coverage because I tried to clean the spots myself. This is ridiculous. They are taking advantage of customers. If you do not actually want to provide the insurance and coverage then please do not sell it to customers either. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/02/2024

  We confirmed with the customer that the issue reported does not fall under the coverage of the service plan they purchased. We provided the customer with a goodwill resolution.

  Customer Answer

  Date: 15/02/2024

   
  Complaint: 21206989
  
  I am rejecting this response because:

  Sending me a cleaning solution to do it myself is not solving the problem. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:24/01/2024

  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.

  This is what I sent to Leons furniture, where I bought the original furniture and warranty.So I just wanted to let you know that I wasnt very happy with your insurance company. When I first sent them the picture of the rip, it was no problem, but then when I added a few other pictures, and just questioned if those were covered, they said I wasnt covered for anything, because that was wear and tear, and some of it is only covered for two years. However, the rip is up to five years coverage.After I was firm with them, they changed their tune, and they are now sending out a Technician to look at the rip. However, I still think the sagging material picture that I sent should be looked at as well; it also specifically shows that in your warranty coverage for five years.I own a pest control company, and Im also a member of the BBB, and if I didnt honour my warranties the way your insurance company was trying, I would be out of business.So after this, ***** said they would contact the insurance company, and someone would come out and look at the rip. However, the insurance company has got back to me and said no. Regards *************************

  Business Response

  Date: 25/01/2024

  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: 25/01/2024

  They are saying, because I just noticed the rip, and it has to be accidental damage, that its not covered. 
  However, they are using semantics to try to get out of this.
  Obviously it just happened, and I let them know, and it was an accidental rip, because I didnt do it on purpose.

  Thanks

  ***

  Customer Answer

  Date: 26/01/2024

   
  Complaint: 21195640
  
  I am rejecting this response because:

  They are saying, because I just noticed the rip, and it has to be accidental damage, that its not covered. 
  However, they are using semantics to try to get out of this.
  Obviously it just happened, and I let them know, and it was an accidental rip, because I didnt do it on purpose.
  
  Thanks
  
  ***
  
  
  

  Business Response

  Date: 26/01/2024

  We attempted to reach the customer by phone and left a voice message reiterating the reasons for the claim being denied as well as advised that the claim is under further review. We will follow up with the customer again by the end of the next week to discuss the options towards possible resolution. 

• Initial Complaint

  Date:19/12/2023

  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.

  Purchase Details: I bought a brand-new couch in January 2023.Service Request: On February 17, 2023, at 9:32 A.M, I submitted a service request for spot cleaning, as there was a stain covered under warranty.Delayed Response: Despite numerous calls and follow-**** the first technician was sent in June, resulting in discoloration and halos on the couch. I promptly notified the company on June 15th, 2023, providing pictures as evidence.Unsatisfactory Solution: The proposed solution was a second cleaning, which was done in October and made the situation worse. After several discussions, the company reneged on their promise to replace the couch and instead offered to replace the fabric for just one cushion.Concerns Raised: I expressed dissatisfaction with this solution due to potential shading and color variation issues, considering the couch is still relatively new.Unfulfilled Promise: As of December 19th, 2023, the promised fabric replacement has not been completed. Meanwhile, a visit to ****** Bay revealed that they have the same furniture in stock, available for delivery within five days.Disappointment and Inconvenience: I am deeply disappointed with ZucoraHome's service, which has fallen short of the assurances given by the salesperson at ****** Bay. This situation has impacted my ability to host guests for both Thanksgiving and Christmas.Concerns about Delays: I am beginning to suspect that there may be deliberate delays, and I am concerned that the company may not have even ordered the fabric they claimed to, and would not care on the potential for shade variation.I urgently request a resolution to this matter, I can't trust them on the promised fabric replacement, I want a new couch, or a comparable solution that aligns with the expectations set during the purchase. Your prompt attention to this matter is appreciated, as this prolonged inconvenience is causing significant dissatisfaction.

  Business Response

  Date: 20/12/2023

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

• Initial Complaint

  Date:19/12/2023

  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 had an ill cat that was being euthanized Dec 4th, she got on our love sets and unfortunately made very disgusting mess of diahrea.. It was so bad there was no way I was leaving this for the company to get back to us in few days , my wife worked for them years ago and it's not an instant process takes a couple to few days to send a cleaner out. I used our green machine with an oxy based cleaner and it got 98% cleaned up. I explained this to the rep and yes I'm away there's a policy about cleaning but this basically diarrhea of a dying cat I didn't want to risk leaving in there until cleaned. They said ok send photos and we'll see what we can do if anything, which I said ok. Then I got no response back until I chatted then all the rep kept throwing back was then you're away we can't help you.. No the other rep who called said they'd see what they can do. All their rep on chat did was ask questions that were already answered and then started got into copy and paste mode..about policy and gave numbers for cleaners in the area and gave zero care to enquire further as to why I chose to clean it even though it's in the case notes.. and maybe exception could be made since the photos show there no major damage a small clean up with a professional machine may have fixed it the final 2%.. Ignoring emails after requesting isn't acceptable, then when you call you're on hold forever. Once again I understand there's policy if you try to clean it.. but based on the what it was frome I couldn't in health left it until it could be professionally cleaned. Thanks.

  Business Response

  Date: 20/12/2023

  We reached out to the customer and reviewed the coverage of the service plan that was purchased. As indicated, the issue is listed as not covered under the plan; however we were able to provide alternative solutions to address his concerns.

  Customer Answer

  Date: 20/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is currently under process for a successful resolution,  the company will be sending out  new cleaning products of Oxy  that was used in the first place on ************* initially that was  a few years old or so.. if this doesn't work 100% then support rep stated to email back and they'll continue to come to ideally a happy resolution.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:19/12/2023

  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.

  purchased a $5000 sectional not even a year ago with the 5 year extended warranty through zucora which stated pet soil accidents are covered. After multiple failed attempts at reaching zucora, several emails, no call back and no responses I finally reached out to the store I purchased from, they contacted zucora and I had a technician scheduled quickly to clean my whole sofa as by this point my puppy had made several accidents, the technician couldnt clean it, stated it would be a few hours of a job and the feather cushions wont be able to be cleaned and get the urine out, so I contacted zucora again and was told my issue doesnt qualify for cleaning (after previously stating in email it does) I guess the warranty covers the cover only and not the inside cushion, although the fine print doesnt state this. After arguing with the lady for an hour I ended it with a call back from a supervisor. Im confused because I qualified for cleaning then I didnt when he wouldnt do it, the lady on the phone stated the email saying I did qualify was a mistake. I have contacted the business I purchased my sectional from to help with a resolution because I read the policy of coverage and pet soiling was included, now I believe because the tech couldnt do it and a replacement is needed zucora is doing anything they can to get out of spending it.I am hopeful this will be resolved because if its not I will be taking zucora to court for scamming me.UPDATE Dec 15 2023: Zucora phoned me to give me a resolution, this was to refund my fee or they will purchase new cushions for my sofa but nothing they can do regarding my frame that has urine on it except send me a spray, but the stipulation that I remove my ****** review. I stated that if I was to accept this offer I would not be covered in the future as I would now know the fine print that doesnt exist in actual print the policy. This doesnt help me if my puppy has another accident.

  Business Response

  Date: 20/12/2023

  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 to look into potential courtesy resolutions, but the customer declined our offers.

  Customer Answer

  Date: 20/12/2023

   
  Complaint: 21031122
  
  I am rejecting this response because:
  The terms do not state that cleaning of my cushions are not included, the terms state that pet soiling is included and then a tech was sent out to clean it and said they couldnt, now you want to give me a courtesy replacement cushions and not clean the material on my frame. Then in the future if my pet makes an accident I wont be covered. I feel like I was scammed by Zucora and they are not being fair to customers by not being specific in the coverage details. Had I known these details when purchasing and reading the policy I would not have chosen the sofa I did, its an expensive sofa and I would have chosen a different set that could be sprayed with protection. I am asking zucora to give me a credit to Ashley ********* to purchase a new sofa set as I have an email stating we are covered for the pet soiling and a tech was sent out, once the tech stated they couldnt clean it Zucora then stated its not covered. 
  
  Sincerely,
  
  **** & ***************************

  Business Response

  Date: 20/12/2023

  We clarified the coverage of the service plan with the customer and explained that the damage reported is not covered. Furthermore, the service plan does not cover odours. We offered the customer to look into three different potential courtesy resolutions, however the customer declined.

  Customer Answer

  Date: 23/12/2023

   
  Complaint: 21031122
  
  I am rejecting this response because: the coverage Im requesting is that my cushions and covers be cleaned, including the covering on my frame. The tech refused to clean my sofa, you have given me no options for my frame cover. Your warranty does not state that inside cushions are not included. And had I known this I would not have gotten the plan and the sofa I chose. Plus had I been able to get in touch with zucora in March when I first started trying there would be no odours or stain. My question to Zucora is why are you selling a warranty claiming to cover accidental pet soiling when we as pet owners are not allowed to have the sofa sprayed as it will void the warranty, so when a pet has an accident you assume it doesnt go to the cushion inside and we arent allowed to use any cleaner on it or it voids the warranty. So please explain to me how the customer is not being scammed by your company? 
  
  Sincerely,
  
  **** & ***************************

  Customer Answer

  Date: 02/01/2024

  
  Complaint: 21031122
  
  I am rejecting this response because: the coverage Im requesting is that my cushions and covers be cleaned, including the covering on my frame. The tech refused to clean my sofa, you have given me no options for my frame cover. Your warranty does not state that inside cushions are not included. And had I known this I would not have gotten the plan and the sofa I chose. Plus had I been able to get in touch with zucora in March when I first started trying there would be no odours or stain. My question to Zucora is why are you selling a warranty claiming to cover accidental pet soiling when we as pet owners are not allowed to have the sofa sprayed as it will void the warranty, so when a pet has an accident you assume it doesnt go to the cushion inside and we arent allowed to use any cleaner on it or it voids the warranty. So please explain to me how the customer is not being scammed by your company? 
  
  Sincerely,
  
  **** & ***************************

  Business Response

  Date: 02/01/2024

  We left a voicemail for the customer to reiterate that the damage reported is not covered by the service plan purchased.  We asked that the customer contacts ********************** if they choose to accept any of the previously offered alternative resolutions. 

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21031122
  
  I am rejecting this response because:
  No voicemail was left for me to contact Zucora. And the options they gave me are not good enough given the circumstances and based on their policy and it was previously told to me via email this is covered under my warranty. I would like Zucora to provide me a credit to Ashley ********* to get a new sofa set, as the tech stated its not able to be fixed. 
  
  Sincerely,
  
  **** & ***************************

  Business Response

  Date: 03/01/2024

  We followed up with the customer again by e-mail and reiterated that the issues reported are not covered by the service plan. As a goodwill gesture, we provided a number of alternative courtesy resolutions to assist the customer, which they have declined.

  Customer Answer

  Date: 04/01/2024

  The last comment they wrote stated I declined their offer, that is not the case, I have questions regarding the offer however I still feel it is an unfair offer considering the situation. 

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21031122
  
  I am rejecting this response because: I had questions to your response and offer and you stated I declined it. I still believe this is unfair to me however I would appreciate you answer my questions. 
  
  Sincerely,
  
  **** & ***************************

• Initial Complaint

  Date:27/11/2023

  Type:Delivery 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.

  I have insurance on a coffee machine bought at The Bay, where it covers repair or exchange of not fixable. Zucora sent someone over to fix, but was not successful. I am still awaiting resolution 3- months later. Emails never returned, wrong phone numbers on the Instagram site, nobody picks up their help line.

  Business Response

  Date: 27/11/2023

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

  Customer Answer

  Date: 07/12/2023

   
  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. The company (Zucora Home) contacted me the same day of the complaint. During the week that transpired, the issue was finally resolved to the standards set by the company. I am disappointed that it required your intervention to get the ball rolling.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:28/10/2023

  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 recliner from *********** for $1,798 plus tax and as such the warranty cost $399 plus tax. on November 30th 2021. Due to back order I didn't actually receive the couch until February or March. In May 2023, Zucora home was notified that my reclining sectional sofa was in need of repair (service request # *******) Their first email response to me was on May 26th. I have reached out to them several times to find out when my sofa will be repaired. I have approximately 8 emails from them with various excuses as to why it is taking so long. The last email response from them was October 13th 2023 stating that the part is in and they will be in touch soon. I have yet to hear from them. I am fed up. 5 months to repair one couch is unacceptable! I am certain it didn't even take that long to make the couch. At this point I do not want my couch repaired. I just want my money back.

  Business Response

  Date: 31/10/2023

  We communicated with the customer and confirmed the steps taken towards the resolution of the service request. 
  
  

• Initial Complaint

  Date:16/10/2023

  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 2 reclining chairs from LEONSs and also purchased the warranty. A year ago I contacted Zucora to fix the chairs. After months of back and forth someone came, told me the chairs couldnt be fixed and hed contact the office to issue a refund for the price of the warranty. They told me Id get it, then I was offered what I paid for the chairs (and declined this as the cost of new chairs was double) and they also expected me to return the chairs and buy something in 30 days. I purchased a repair kit and fixed them myself. I have sent a minimum of 18 emails and Im being ignored. I now want the return of the warranty money and a credit for ***** to purchase anything I want without returning the chairs and without a credit deadline.

  Business Response

  Date: 16/10/2023

  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.

  Customer Answer

  Date: 17/10/2023

  They have offered me the refund on my credit card (I owe nothing on it), and its not the original **** anyway, and I want either a cheque or e-transfer.  Im awaiting their response. 

  Customer Answer

  Date: 17/10/2023

   
  Complaint: 20736986
  
  I am rejecting this response because:

  They have offered me the refund on my credit card (I owe nothing on it), and its not the original **** anyway, and I want either a cheque or e-transfer.  Im awaiting their response. 

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

  Business Response

  Date: 19/10/2023

  We contacted the customer and provided a resolution regarding the issue and addressed their concerns.

  Customer Answer

  Date: 19/10/2023

  I am awaiting the store credit for $799.98 at Leons in ******* and also will be retaining the chairs. 

• Initial Complaint

  Date:11/10/2023

  Type:Product 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 from LaZboy ****************** ********* a lift chair with a 7 year furniture Protection Plan at an extra cost ($ ******). The purchase was made October 28, 2018.I have a small tear on the right arm of the chair that i noticed approximately September 20, 2023 and called LaZboy and was told to contact their insurer Zucora **************.After contacting Zucora by phone they asked me to send pictures and information to their website www.zucora.com. I did this September 21, 2023. September 22, 2023 i received a rejection email stating that under **** d and q. of their Furniture Protection Plan. The same day I sent an email stating that I wanted a review. I also stated that I was using 1.0 Upholstered Furnishings of their 7 Year Furniture Protection Plan.September 26,2023 I received another rejection for the same reasons.I went to the LaZboy ********* store and was told they did mot have a customer service department and referred me to ****** **************** **************. They would not deal with me at all and told me to deal with Zucora. I asked them to send me an email stating so but they refused.Zucora account number ******* LaZboy Sales Bill number ******

  Business Response

  Date: 12/10/2023

  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 as a courtesy.