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:18/05/2023

  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.

  Zucora is a provider of extended warranties for appliance. We purchased a vent-less dryer with an extended warranty from Zucora. The dryer leaking water from the condenser. We contacted Zucora about this, After 2 weeks they responded to us. They told us that that have a service provider will be found. I was contacted by a repair person and made an appointment . The repair person was a now show. In conversation with the repair person he said that he was contacted by Zucora and said that he does not work with them but was asked to do the repair. After five weeks our dryer is unrepaired. It seems apparent that Zucora sells warranties in regions where they have no regular service providers. They also, after trying to reach them for a week, remain incommunicado. We are seeking the BBB's intervention to either have a repair completed to our satisfaction in a timely manner or a complete refund of our warranty premium.

  Business Response

  Date: 18/05/2023

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

• Initial Complaint

  Date:10/05/2023

  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 filed a complaint about a broken couch on April 3, 2023. As shown in attached photos, we took a picture of the broken couch on 1 April 2023.
  We had a technician come out to look at this couch the week after Easter of 2023 I believe it was in between the 11-14. The technician told us that Zucora would be in contact with us with in 7 business days. Finally after not hearing from them I personally reached out to them. They said they were waiting on the technician report. Another WEEK later we still had not heard anything . Reached out again was told to call the technician on the issue . So I did . The technician explained one of the parts of the couch was not able to be ordered any more there for makeing it unfixable. We waited another week to have the problem resolved. Called today and were told they would NOT DO ANYTHING ABOUT IT. Because on there end it says it broke March 2022 (IT DID NOT) they will not change the report saying this so there fore we are stuck with out a couch that is useable I have a 8 month pregnant woman at home that can’t relax on a couch. This couch is just over a year old. We just want this resolved it is not the customers problem they made an error in their system . Tried to speak to a manager and where refused. My fiancé is due in less then 6 weeks. This needs to be fixed or refunded .

  Business Response

  Date: 10/05/2023

  We discussed the coverage with the customer and provided the next steps towards resolution as a courtesy.

• Initial Complaint

  Date:08/05/2023

  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.

  My 1 year old sofa has a spring popping out from the seat. it clearly shows athat it has dislocated.
  Zucora sent technician who reported that the foam has compressed and its not covered in warranty.
  I purchased the warranty for Approx $600 for a sofa set worth Aprrox 5000.
  These guys are a rip off and i would never suggest anyone to go for extended warranty.
  I will make sure that i report this to Consumer Protection Ontari as well will drag them to court as well.
  I will post there true practices at every diggital media where they exist.
  They need to learn a lesson.

  Business Response

  Date: 08/05/2023

  We discussed with the customer and provided a satisfactory resolution to their concerns.

• Initial Complaint

  Date:02/05/2023

  Type:Product 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.

  Last June 2022 a seat spring broke on my Lazy-boy chair. I purchased warranty through Zucora home and I reported my problems about the broken spring and other reclining problems with my chair. A technition came to my home to inspect the chair to see what parts were required. Late summer a new seat box was installed but chair still did not operated properly. After a long wait tech installed more parts and chair still not acting properly. This was approximatly September/ October I believe. More parts were ordered and I got an e-mail mid March saying parts were in and a tech would call me. We were away in Florida at the time so I e-mailed Zucora when we got home. April 17th. As I had not heard from Zucora for two weeks I chated online last Tuesday and today May, 1st. Again promising a tech would call any day. (I don't know how many times I have heard this) I have to force the rear of my chair back with a lot of force and it will still only recline part way. Also this weekend a metal piece fell off the chair onto the floor. This company has been horendous to deal with and I refuse to purchase any of their warranty in the future. If I had $10 for everyone of their apologizes I would have more than enough to purchase a new chair, which I think I am going to end up doing.. Repair reference # is *******

  Business Response

  Date: 02/05/2023

  We communicated with the customer the concerns regarding the delays with the service request as well as discussed the steps to ensure the completion of the claim. 

  Customer Answer

  Date: 09/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20003752, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

  Repairs have been made and while the chair is 90% what it was a year ago. I accept the repairs and whish to withdraw my complaint. Its too bad I had to make it but it did get a respose from the manager.

  Thank You

• Initial Complaint

  Date:01/05/2023

  Type:Product 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 sofa with warranty. The sofa leg broke. I submitted a service request Nov 29, 2022. They requested pictures. I sent those Nov 30, 2022. They are working on it. I requested an update in January. Nothing I sent another email in March. Nothing. I called, was told someone would get back to me. Nothing

  Business Response

  Date: 01/05/2023

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

  Customer Answer

  Date: 12/05/2023

   
  
  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.
  
  
  
  
  **********
  
  ******* ******************

• Initial Complaint

  Date:01/05/2023

  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.

  Date of transaction: 2017-12-24
  Purchased 5-yr Furniture Protection Plan for leather sofa took delivery on 2018-04-07.
  Sofa cost:$2,510
  5-yr Total Guard Protection Plan cost: $129.99
  
  The sofa was purchased from ******** *** Company, at time of purchase, we also purchased the 5-yr protection plan through ******** Bay, the insurance provider is Zucora Inc.
  
  Within the 5 years period, two sections of the three-section sofa's leather surface started to crack, according to the policy, this is covered by the protection plan.
  
  We contacted Zucora via email on 2022-10-02 and got a response on 2022-10-03, requested to submit invoice and photos of the damaged area.
  
  We submitted the invoice and photos on 2022-10-04. After 2 weeks, we have not heard back from Zucora, sent another email on 2022-10-18.
  
  We followed up with emails on the following dates:
  2022-11-01
  2022-12-19
  2023-03-15
  2023-03-26
  
  Never heard back from Zucora since the original response on 2022-10-03.
  
  6 emails within 5-1/2 months period, no response from Zucora Inc. We feel that we should get our protection plan purchase cost refunded at the very least.

  Business Response

  Date: 01/05/2023

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

  Customer Answer

  Date: 15/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  **** from Zucora called and left contact number after my initial contact to BBB. I called **** and he agreed to fully refund the protection insurance premium. As of today (May 14th, 2023), still waiting for Zucora's approval to refund the premium paid.

  The closing date for this complaint is May 16th, as far as I'm concern, this complaint has not been resolved.
  
  
  
  Sincerely,
  
  
  
  ***** **

  Business Response

  Date: 15/05/2023

  We communicated with the customer on March 11th to advise them of the next steps towards resolution. We left a voicemail to the customer today to provide them with further updates.

• Initial Complaint

  Date:11/04/2023

  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 a sectional from ****** furniture with the 5 year warranty. In summer 2022 we made our first call to ******/Zucora to get our furniture repaired. We had much back and forth with requests for photos which we provided. These and all other communication was ignored until November 2022 when they requested it all again and sent a tech to view. We have holes in the fabric, a spring that has popped up on a seat, sagging fabric on the foot rests of the recliner to which I know to be a defect as I know someone else who purchased the same one and had the same issue, and we had an issue with the back of one piece not sliding in properly, amongst other things. We have been patiently waiting and being ignored. Most recently we have been waiting since Mid March as the last email sent mid March stated that they are awaiting more information from the manufacturer. I would like a re select and to have one now so we can stop sitting on this ugly broken couch. It is embarassing to keep it in our house and have people sit on it with springs pushing out into them and holes in it, yet I can't just throw it away. I paid for warranty and I expected better than this. Still waiting on hold to try to talk to someone, who I am sure will again tell me they will get back to us and continue to ignore us.

  Business Response

  Date: 11/04/2023

  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.

• Initial Complaint

  Date:28/02/2023

  Type:Customer Service 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.

  The company has decided to ignore my emails. My couchs frame is compromised and in some areas cracked. A zucorahome employee came to try and fix the issue but only made things worse. This couch is under warranty with them and they cannot fix my couch unless they have details from the manufacturer after trying to attempt it. They have requested these details more than a month ago and I have not heard from them. I have contacted Rachel twice recently as I would like to know the status of my couch that is under warranty, but no response.

  Business Response

  Date: 28/02/2023

  We left a message for the customer and sent an email to discuss the concerns with the furniture that were brought forward.

• Initial Complaint

  Date:28/02/2023

  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.

  Purchased a recliner with electric foot rest and back motion. Purchased extra insurance through Zucora homes.
  The electric parts of the chair stopped working. They sent out a technician and discovered it needed a new motor. One was ordered but received the wrong one. They said they would re-order it but now tell me that the chair is no longer available and therefore getting the part will be difficult. Now I can't get an answer from them on if they can get the motor and when this issue can be resolved. They recommend e-mail but despite several emails from me, they don't respond. I am disabled and need this chair to work correctly especially considering the amount of money we spend on buying it. Called them again and they said a supervisor would call, but have heard nothing.

  Business Response

  Date: 28/02/2023

  We have communicated with our customer today and discussed the next steps towards a resolution.

• Initial Complaint

  Date:27/02/2023

  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.

  We purchased couches from ****** and paid for the extended warranty through zucora home. The switch in our loveseat stopped working(reclining) they sent a tech and we waited months to hear anything. Then the wood in our couch broke. First in 1 seat then a few weeks lasted the other seat. We received a part for the loveseat. A tech came and wrong part. Said he would order the proper one. Looked at the wood said it can be fixed. He will get the wood and let us know when he will come back. Nothing for months! So I reached out and they said they were waiting on the switch. Again months go by. I send an email a couple weeks back regarding the issues and then a switch arrives. Still nothing regarding the wood for the couch. We have been waiting 11 months for these to be fixed

  Business Response

  Date: 27/02/2023

  We left a message for the customer and sent an email to discuss the concerns with the furniture that were brought forward.