Complaints

This profile includes complaints for Consumer Priority Service Corp's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Consumer Priority Service Corp

  3101 Emmons Ave Brooklyn, NY 11235-1709

  
• 

  Consumer Priority Service

  24 Commerce St Ste 612 Newark, NJ 07102-4018

• 

  Consumer Priority Service

  PO Box 32160 Newark, NJ 07102-0560

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:04/30/2024

  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.

  Washer was delivered on February 1, 2021. At time of purchase we purchased an extended warranty from Consumer Priority Service On March 16, 2023 a claim was filed because the unit spins roughly and would not turn on. We had to unplug and replug in the unit several times to have it finally turn on. On March 27, 2024 a service tech was sent out and replaced the electronics of the washer which fixed the problem. On November 1, 2023 another claim was filed with the same problem washer was making a loud noise when sensing. Service came out and attempted a fix which did not help the problem. They stated they had to order a part and advised me on November 14 they were waiting for the part to arrive. They scheduled an appointment for November 15th. On November 22 they advised they were on their way but never arrived. I attempted to contact the repairman directly and CPS several times with no response.They closed the service on December 20th without repair. On February 12, 2024 I filed another claim for the same issue, only getting worse, and the fact that service never fixed it.On April 24 service arrived unannounced to fix washer and had several parts with them. I watched as the service man adjusted the washer and said all was fine, He never replaced or used the part he arrived with. Prior to the serviceman arriving the washer worked but made a loud girding noise which was diagnosed as the transmission. Once the service man left on April 24 and my wife arrived home to use the washer the washer would not work.On April 24 and 25th I called CPS warranty and explained this to them they advised I reach day maximum allowed allowance on the repair and they could not do anything further, I explained their service man broke the washer and never replaced any parts. I asked to speak with a supervisor and there were none available. The warranty specifically states there is a lemon law section which after three attempts they will replace the machine

  

  Business Response

  Date: 05/10/2024

  Thank you for bringing this matter to our attention. It is CPSs top priority to make sure every inquiry is responded to and settled amicably.
  

  CPS only dispatches only the factory authorized technician, in this case it was ** Service.  Per **, the part is on order and will schedule the customer for ********************** once the part is in.

  This unit does not qualify for the lemon law:  The individual component needs to be replaced 3 separate times and fail each time. This does not qualifly.

  The service center will complete the repair. 

  Customer Answer

  Date: 05/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  Yes you may have used ** service but the service providers sent out on behalf of the warranty I Purchased did not complete the repairs in which they billed you for. As such you now have my warranty listed as no longer valid because it surpassed the amount covered  what you do not know if the first company ordered a part and never came back to install it  the second company ordered a part and never installed it as well  I saw it in the box when he arrived but he never replace it . These parts will billed to you thus reflecting on my warranty and contributing to my overall price.

   

  warranty should still be vailed and part costs should be removed  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 06/14/2024

  CPS has contracted rates for repair regardless of parts used by the manufacturer.  The manufacturer deems what is necessary to repair their units since they are the ones who built them..

  CPS has already met it's full liability as stated in our terms.  Please close this complaint as answered. 

• Initial Complaint

  Date:04/29/2024

  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 my fridge in September 2023 and it broke in December of 2023. I filed a claim with the warranty company CPS and it took months to get it through. That is insane to have to wait that long but I did. The technician came on Sunday and by Wednesday the code was back on. I let CPS know and they offered a ridiculously low settlement and then I would no more warranty. I contacted the store and she said she would replace it just tell CPS to return the case to her. I did NOT accept the settlement and asked them to return the case. I spoke to a rep named *** from CPS who was very rude and said they can't. Her explanation doesn't make sense and I said I want the case sent back to the store. Also, the fridge was misdiagnosed. The compressor is NOT broken but a much cheaper part needs to be replaced. This is fraudulent and needs to be investigated.

  

  Business Response

  Date: 05/10/2024

  CPS is in communication with the customer and is awaiting the estimate from an independent service center the customer hired.  We are awaiting the paperwork.

• Initial Complaint

  Date:04/29/2024

  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 a new Ilve stove/oven at the end of 2020, so a little over 3 years ago, and it has not worked properly since the first year. It had shredded cords to the ignition in the oven first, and then after that, it developed issues with other burners not working/starting, etc. I asked our warranty company, Consumer Priority, to fix it, and they sent two different workmen to fix it, but the first one never finished the job. The second was fine, but all of a sudden, the warranty company said it wasn't fixable and wanted to offer me $600 (and now that a manager has seen the claim, $700-ish) to replace it. It cost almost $4,000. They're claiming that's what it would be worth now, rather than the replacement value. I can't buy a new stove of almost any brand for $700. Please help me get a fair settlement. Thank you,*****

  

  Business Response

  Date: 05/10/2024

  Thank you for bringing this matter to our attention. It is CPSs top priority to make sure every inquiry is responded to and settled amicably.
  

  CPS is trying to work with the customer to come to an amicable solution.  Please call in and speak with your liaison *************************

• Initial Complaint

  Date:04/25/2024

  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 a 3 year extended warranty for an ** Refrigerator with CPS, on 01-19-2022. When I filed a claim for service on 04-20-2024, my claim was met with numerous obstacles making me prove that I had the warranty. After 3 days of nonsense I met all of their criteria and I was asked for $149 deductible before they would submit my claim. This warranty never had a deductible. When I challenged this charge I was told that was the agreement they had with ********** ********** before they went out of business. My warranty is with CPS and they were paid for that service. This appears to be a breech of contract. Can you help. What I am asking for is simply what I paid for, which is a repair with the refrigerator.

  

  Business Response

  Date: 05/09/2024

  CPS has reviewed the claim and waived the deductible as a courtesy.  The claim is currently assigned to ** Factory Service.

  Please close this inquiry.

• Initial Complaint

  Date:04/25/2024

  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 a ********* electric cooktop sold with a warranty from CPS. Opened claim# ******* on 1/12/2024. CPS required a $99 deductible to dispatch an appliance repair company. Repair company determined parts needed. CPS then opened a claim with the manufacturer (in my name), and pretty much stepped out of the process after that. CPS didn't even know the results of the initial dispatch until I called to say a part was missing/not available. Ultimately, I had to file a separate complaint directly with Bosch (manufacturer) and directly coordinate with Bosch (manufacturer) and appliance repair company. ***** agreed to cover ALL parts/labor - including initial dispatch - as a courtesy. CPS is out ZERO dollars, did not resolve the claim, and I was out of a working cooktop for about 3 months! I am requesting a full refund of the $99 'deductible' I paid to CPS. It's bad enough CPS left it to me to get resolution, but they should not be able to benefit or profit from me simply 'opening' a claim. ***** - CPS senior claims specialist has stopped responding to emails/calls. *** in CPS Customer ********************** flat out told me I will not get a refund and that is the fee to 'process' a claim. CPS is not operating in good faith if they are collecting fees from customers simply to open a claim but it's up to the customer to get resolution on their own. What was the point of even having an extended warranty? I have messages from both Bosch and repair company confirming nothing is billed to CPS. What fee is CPS looking to cover since they didn't pay any out and didn't manage the claim? Again - CPS is not operating in good faith by charging me to simply open a claim, and I look forward to my refund.

  

  Business Response

  Date: 05/09/2024

  CPS has reviewed the claim and determined that the deductible will not be refunded.  CPS made efforts and expended resources beyond the cost of the $99 and set up the unit for service with the manufacturer.

  Please close this inquiry. 

  Customer Answer

  Date: 05/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This response from CPS is not satisfactory, or fully accurate.  The $99 fee was billed as a 'deductible.'  Since this was a $0 claim for CPS there is no deductible.  Additionally, while CPS opened initial claim with manufacturer, they did not follow through to resolution.  Manufacturer determined cooktop not under warranty - exactly when an extended warranty should cover.  Instead, it was left to me (the consumer) to pursue and resolve.  It was only after I followed a separate process with the manufacturer, got a dedicated manufacturer rep assigned, then followed up directly with both manufacturer and appliance repair shop - coordinating multiple parts shipments, and technician dispatches was this issue finally resolved - again at $0 charge to CPS.  For CPS to try to profit from a $0 claim is not operating in good faith; ********** to reclassify a deductible as a 'processing fee' is not consumer friendly, and also not operating in good faith.  CPS is charging for the warranty up front, then essentially charging customers for 'time' to open (but not resolve) a claim.  CPS did not cover this repair under the extended warranty, and should not benefit from all of my time, and efforts to resolve this issue - resulting in CPS not having to cover any expenses.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 05/30/2024

  CPS has made numerous efforts to assist the customer here.  A deductible is required to process a claim as per your policy.

  Any manufacturer concessions that are made supersede CPS's liability on the policy.  Please close this as answered. 

• Initial Complaint

  Date:04/18/2024

  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.

  Claim ******* No one at this company will get back to us.They were supposed to be processing a replacement range because the under warranty one through CPS Central died after multiple tech visits. The replacement was on b/o until Feb. The rep helping us stopped responding, then we got a new rep and they will not return emails, calls, I have called into their phone center DAILY for an update and keep getting the "we'll let you know in 24 hours" and have yet to hear from anyone. I need this resolved. We have been without a working stove since Thanksgiving 2023

  

  Business Response

  Date: 04/28/2024

  Thank you for bringing this matter to our attention. It is CPSs top priority to make sure every inquiry is responded to and resolved amicably.
  
  CPS has reviewed the notes of the case and show the replacement information was communicated to the customer on 4/17/2024 via phone. 

  Please close this inquiry.

• Initial Complaint

  Date:04/16/2024

  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 an extended warranty on my stove from Appliances Connection in September 2023. The warranty was through CPS and good for 5 years for $259.99. My husband received a text today, April 14, 2024, 7 months later, that the warranty is suspended. I called and spoke to ****, who sent my husband the message, he said they never got paid for the warranty. My husband registered the warranty after we received the stove. So why 7 months later are they saying they never got paid? I did send him the proof I paid on my end, but he said the best he can do is match the $259.99. My husband tried to log into his account on their warranty site, but it says the page is not available. I want my $259.99 back. I think this is a shake down to get more money.

  

  Business Response

  Date: 04/28/2024

  Thank you for bringing this matter to our attention. It is CPSs top priority to make sure every inquiry is responded to and resolved amicably.
  
  CPS has reviewed the case and confirmed that this policy is indeed void.  The dealer that the customer purchased the warranty from did not submit the premiums for the policy.  The dealer the policy was purchased from and is currently in Chapter 7 bankruptcy.
  We have provided the customer with paperwork to assist in filing a chargeback.
  

  Please close this inquiry. 

  Customer Answer

  Date: 05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I have not received any paperwork to start a charge back.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 05/23/2024

  An email was sent to the customer on 5/15/2024 with the reason for cancellation.

• Initial Complaint

  Date:04/15/2024

  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.

  CPS claims to respond in 24 to 48 hours, while in reality, it takes them weeks to finally respond with an actual repairman. The first time my TV broke back in February, it took them over 3 weeks to get it fixed. Then it broke again within a month. This time, I have waited since April 4th (11 days) to have a repairman assigned to m,y case and still no respoonse.

  

  Business Response

  Date: 04/25/2024

  Thank you for bringing this matter to our attention. It is CPSs top priority to make sure every inquiry is responded to and resolved amicably.
  
  CPS has reviewed the case and shows that an estimate was approved on 4/19/2024.  The service center has full authorization to complete this repair.

  Please close this inquiry.

• Initial Complaint

  Date:04/11/2024

  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.

  I purchased a miele coffee maker that came with a three year warranty. I am getting calls and emails from CPS that my warranty is suspended but they will not tell me why and do not reply to my emails asking what they need to fix the issue. I forwarded them my confirmation email with the warranty information but did not get an email response.

  

  Business Response

  Date: 04/22/2024

  Thank you for bringing this matter to our attention. It is CPSs top priority to make sure every inquiry is responded to and resolved amicably.
  
  CPS has reviewed the case and confirmed that this policy is indeed void.  The dealer that the customer purchased the warranty from did not submit the premiums for the policy.  The dealer the policy was purchased from and is currently in Chapter 7 bankruptcy.
  We have provided the customer with paperwork to assist in filing a chargeback.
  Please close this inquiry. 

  Customer Answer

  Date: 04/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I purchased the item with the warranty. This company has been calling and harrassing me to pay for something I already paid for and voided my warranty over it. This is unacceptable. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 05/30/2024

  It is CPS's responsibility to inform the consumer of the status of their warranty.  If not coverage is required, we will close the file out. 

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CPS will not honor warranty that was paid for and still within warranty period. Company refuses to replace product or send out a technician to fix problem.

  

  Business Response

  Date: 04/22/2024

  Thank you for bringing this matter to our attention. It is CPSs top priority to make sure every inquiry is responded to and resolved amicably.
  
  CPS has reviewed the case and has approved the estimate for covered components based on the terms and conditions. The customer is attempting to distort the terms in order to receive a replacement unit.  

  Please close this inquiry. 

  Customer Answer

  Date: 04/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The invoice provided clearly states that the machine needs to be replaced. It states that there are multiple major components that went out and isn't fixable. CPS is refusing to acknowledge that part of the invoice. Just because the invoice had the parts listed that went out doesn't mean that it is fixable. It clearly says that it needs to be replaced. Check the invoice once more. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The invoice you provided is the last invoice we sent that you denied. The very first invoice states that it needs to be replaced but you failed to acknowledge that. The second invoice provided  states the printer needs to be replaced. That was denied and the third invoice that was provided was also denied.  We submitted three invoices. We paid CPS the deductible for them  find and provide a company willing to fix the printer. CPS FAILED AT PROVIDING ANY SERVICES AND TOLD US THAT EITHER WE FIND A COMPANY TO FIX IT OR CPS WOULD REFUND US THE WARRANTY PROTECTION THAT WE PAID FOR AND THE PRINTER IS OUR PROBLEM. No company in our area is willing to fix it because thay have no knowledge on DTF PRINTERS and they don't feel comfortable trying to fix it. St this point the only option is to replace the printer like the first invoice and second invoice stated. All invoices are on file. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 05/10/2024

  CPS has made their statements to the BBB multiple times.  Please close this complaint as answered.