Zucora review: Warranty 1

C/O

CEO and/or President of Zucora

Brad Geddes,

552 Clarke Rd,

London, ON N5V 3K5

Dear Mr. Geddes, my name is Mr. Consumer, a holder of ZucoraHome Extended Warranty. Infrequently, I send out emails or letters to CEOs, supervisors, or decision-makers, so they can make a judicious decision on disputed facts, based on the merits of the complaint, particularly, when a major disagreement has taken place, as is the case in this matter before you. I am confident that you’ll take the time to read it fully. Surely want to hear from your consumers?

1) I will argue that ZucoraHome negated their contractual obligation, purely on a technicality of one phrase or a word, which was used under the most unusual of circumstances.

2) The method that your the agent, used was hasty, an unorthodox methodology, as exhibited by the first agent, Hilary, with whom I spoke on 21 August 2023.

3) Your supervisor, McKenna, conspired with Leon’s Furniture by an offer that forced me into an untenable position, all the while, ZucoraHome and Leon’s intentionally schemed a win-win situation to their benefit and to my detriment.

4) This is not a threat, but those consumers who have Extended Warranties, should be made, unequivocally, aware of the technicality used to elude liability by companies that sell extended warranties, writ large.

Confidentially, I would draw your attention to the fact that I am a 73-year-old male, suffering from dementia, I have a difficult time remembering names, concepts, and many other things. It just happens, and I cannot help it; furthermore, there is no cure for it or FDA-approved medications.

So, on 21 August 2023, I placed a call to ZucoraHome. I explained to the agent, named Hilary, about my stained recliner, and her first response was that the technician's report had not been handed in yet, but after further warning on my behalf, she retorted, “Oh, I see it, it just came in now.” How disingenuous! Is that part of their training program? Her first question was, “What solution did you use to clean the recliner?” To me, this question was a patent trap, used by Hilary to ensnare me or some other consumer into saying something that one may not instantly remember. The answer, which I was prepared to say, was extremely difficult for me. I was searching for Bounty Paper Towels, this answer was floating in my brain, but I could not simply grasp it, gyrating in front of my eyes, as hard as I tried, but it would not surface in my memory; so, ‘water and vinegar’ popped into my brain; I thought it was copacetic to Hilary. Then she went on to lecture me about what and what not solutions to use for cleaning that particular material enveloping the recliner. As a result, she told me, that because of the answer I had given first, there was nothing Zucora could do because I could not remember the Bounty Paper Towels. Hilary and I continued arguing back and forth without any substantive resolution. Lest we forget, Leon’s Sales Associate, Jeff MacLean, never asserted a Caveat, within the context of cleaning solutions. He was just interested in making a sale

How many consumers read your constitution on what solution to use? Not many. And to take advantage of an elderly person with dementia is egregious and any judicious person would use mental incapacitation, as an element that would null and void any contract. Also, the tactics used by your agents are questionable, ambushing unsuspected, innocent consumers who start with the question,” What solution did you use to clean the reclining chair?”

Hilary and I finally settled on having a technician come to my apartment in order to assess the problem and remove the stain.

Subsequently, an appointment was made for a specialist to come on 7 September 2023, from 6-9 PM. He came around 8 PM and tried to remove the discoloration, without success, afterward, he informed me that someone from ZucoraHome Extended Warranty would reach out to me.

On September 14, 2023, at 1:28 PM, I received the following email from your supervisor:

From: McKenna > To: (2220165) > Cc: > > Dear Jerry, > >

My name is McKenna, I am a supervisor here at ZucoraHome. I attempted to > call you this afternoon to discuss your service request for the Power > Recliner chair purchased from Leon's. After reviewing your request, I > would like to reiterate and advise you that the service plan you purchased > from Leon's - Niagara-On-The-Lake does not cover this situation. > > *Originally, when you reported your issue to us on 2023-08-21; we had > asked you what you attempted to clean the stain with. You had advised you > attempted to clean the stain with vinegar. At that point, our agent advised > you that the use of an external product unfortunately deems your claim not > covered. It seems you were looking to escalate then as well, to which we > decided and advised you that we would have a technician attempt to remove > your stain as a goodwill gesture. Seems the cleaning did not work; > therefore we have assisted to our maximum abilities & will not be able to > assist you further. * > > We have attached a copy of the service plan which includes the terms and > conditions relating to your particular request. Please refer to Section: > > *7.0 REQUESTING SERVICE - (B)* In the event of an accidental spill, you > must follow the manufacturer’s instructions for cleaning or blot the > stained area with a clean dry cloth. Any other attempts to clean a stained > area or repair a damaged area must be done only on the advice and > recommendation by us. Failure to obtain or follow our instructions > terminates this Service Plan. > Should you wish to proceed with a referral of a professional technician at > your own expense, feel free to contact us and we will be pleased to provide > you with the contact details for a local technician. > > We apologize for any inconvenience this may cause you. > > Best Regards, > McKenna > > ZucoraHome | 1 800.388.2640 | www.zucorahome.com > > Chat with us! Visit us online at www.zucorahome.com to chat directly with > a member of our team, Monday-Friday, 9am -6pm EST. > > Chat with us! Visit us online at www.zucorahome.com to chat directly with > a member of our team, Monday-Friday, 9am -6pm EST. > > ZucoraHome | [protected] | www.zucorahome.com >Chat with us! Visit us online at www.zucorahome.com to chat directly with a member of our team, Monday-Friday, 9am -6pm EST.

I was taken aback by her response, which states I used vinegar, this is a prevarication because my prompted answer to Hilary was ‘water and vinegar’, and Ms. McKenna’s assertion of vinegar omits the true response ‘water and vinegar’. The word vinegar makes it sound contemptible. Though more to the point, the entire response bothered me for her exculpation relied on the technicality of my inability to recall Bounty Paper Towels. To that end, I emailed the following:

McKenna, you should know that I am 73 years old, and afflicted with dementia, when your agent first asked me what I had used for cleaning, I was searching in my mind for Bounty Paper Towels, which I used for cleaning, but instead, water and vinegar cropped into my head, and that's how it happened. Now, we can escalate this to a Small Claims Court and see the outcome. I do not walk gently into the good night. And I will make sure to write to all CEOs concerned. I believe your exculpatory on a technicality is lame.

Jerry Salvatore

She, Ms. McKenna, followed up with the following email:

McKenna > To (2220165) > Cc: > > Dear Jerry, > > > Thank you again for contacting ZucoraHome. > > Although your issue is not covered, we have discussed your file with a > representative from Leon's and came to an agreement to issue the pro-rated > instore credit towards the reselection of your recliner. > > Authorization Number: 8024375 > Replacement Item(s): POWER RECLINER LEATH=AIRE > Value of your Reselection Credit: $359.40 > Expiry Date: October 20th, 2023 > > We have notified your retailer, Leon's - Niagara-On-The-Lake, of this > Reselection Credit. We ask that you contact your retailer directly to > discuss the next steps to take. Please use the above Authorization Number > as reference. > > Please note that this Reselection Credit is valid until the Expiry Date > above. This authorization will no longer be valid should this Reselection > Credit not be used by the Expiry Date. > > Please also note, that with this replacement, all obligations with > ZucoraHome under the original Service Plan you purchased for the Covered > Item(s) will have been fulfilled. This Reselection Credit does not include > taxes, delivery fees or any other related charges. > > Should you ever need to reach out to us regarding this specific Service > Request, please reply to this email. > > Thank you for providing us the opportunity to assist you. > > Chat with us! Visit us online at www.zucorahome.com to chat directly with > a member of our team, Monday-Friday, 9am -6pm EST. > > ZucoraHome | 1 800.388.2640 | www.zucorahome.com > > Chat with us! Visit us online at www.zucorahome.com to chat directly with > a member of our team, Monday-Friday, 9am -6pm EST. > > ZucoraHome | [protected] | www.zucorahome.com >

Why this semi-generous offer? However, Ms. McKenna’s first email completely dismissed my complaint, as though it was my fault for using an incorrect word, which is the central issue of this case; according to Ms. McKenna, I was culpable and there wasn’t anything in the Conditions and Agreements to cover the recliner. I reluctantly accepted the offer without thoroughly reading it.

But, upon further examination of the email, I came to the conclusion that this was a concerted effort between Ms. McKenna and Leon’s, drafting a scheme that would force me into an untenable position: I would draw your attention to this offer: Value of your Reselection Credit: $359.40 > Expiry Date: October 20th, 2023.

I saw two glaring errors: First of all, the offer would have expired in less than 30 days, and I had absolutely no intention of purchasing any big-ticket items over the next coming year. More importantly, there aren’t many items at Leon‘s, which aren’t under $1000.00. How does this $359.40 assuage my issue? So, here the conspirators knew that the offer would expire soon, thus forcing me to make a gratuitous purchase. Under this scenario it is a win-win situation, Leon’s would make a profit on the purchase and ZucoraHome would benefit from the new Extended Warranty, if an item were purchased; the alternative would be the expiration of the offer, in this scenario, I would no longer receive $359.40 since

I did not exercise my option. As absurd as it sounds, it can stand on its own, my inference or conjecture is not unreasonable, and it’s a prima fascia collusion, from my perspective. This is my take, and I adamantly stand by to begin, hesitatingly, a petition in a small claims court. And if I exercised the former, a purchase, the current warranty would no longer apply, leaving me without peace of mind. In the final analysis, I would be left without any recourse.

The fact that ZucoraHome can get away with some technicality, would be of great public interest for those consumers who purchase your ZucoraHome Extended Warranty. In fact, I’ve already mentioned this to a friend who purchased a recliner with a warranty, and upon hearing about my experience, he immediately canceled the purchase. So, this is only the beginning, I intend to use social media i.e., Instagram, Meta, BBB, and all other social media platforms, to detail my grief with ZucoraHome. I am cautiously optimistic that a giant media outlet may want to hear about my venture-I’m thinking of CBC Investigating Reporter among others, in the event this matter isn’t settled to my satisfaction.

This is not a threat, but just exposing ZucoraHomes’ tactics for people to read my unpleasant encounter.

As a summation, I have purchased a multitude of products, including your own, from numerous manufacturers. Virtually all companies, via customer service departments, have invariably been quite cooperative, polite, and helpful, whether it be compensation or other remedial policies, which they have in place, so as to keep me as a repeated consumer. By and large, they have stood behind their product, without exception; they immediately assumed responsibility because, at the end of the day, their primary concern is public relations, and avoiding bad publicity. For this reason (and others), they make it right for their customers inasmuch as they act in the consumer’s best interest, I realize that I am but one consumer, and will have zero impact on your millions in revenues, and I believe nothing will come out of this complaint, with your polemic, loophole technicality. I am asking for a replacement in accordance with ZucoraHome Extended Warranty. Please don’t come back with an excuse that I violated the conditions and agreements. I thank you for your latest gesture, however, the numbers simply don't add up: You're crediting me $ 599.00 for the Power Recliner Leat-Aire, which was purchased back in 2019, 5 years ago.

Today, the same item, as you can verily see is substantially higher:

Canton Power Recliner - Black

18 Reviews

SKU: [protected]

Canton Power Recliner - Black

Canton Power Recliner - Black

Canton Power Recliner - Black

Canton Power Recliner - Black

Free Local Delivery - Details

30 Day Low Price Guarantee - Details

$949.00

Now, with taxes ($123.00), delivery ($100), and return of the old chair ($100) plus extended warranty (> $100), the total comes to $ 423.00 + ($949-$599.00), new chair minus your credit equals $400.00+$423= $823.00

Sir/Madam, you are sticking me with an $ 823.00 invoice.

Morally and ethically does that make it fair for me? This is the law of diminishing return, the more I negotiate with ZucoreHome the deeper the debt I'd incur. Unless I am missing something, I would have to be lobotomized, to go along with this absurd, unmitigated offer, right?

I know you thought inflation was lost on me, but it hasn't.

And Ms Mckenna assured me it was your last and only option, which I can live with that, sans animosity.

I know that the best solution for me, not financially, is to continue on with the plans in my letter, submitted to you on 29 September 2023. I am confident that the public interest is my greatest asset. We'll see how it plays out.