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:04/10/2024

  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.

  I renewed an extended warranty for a suite of kitchen appliances last May. I have held warranties with this company since 2017. The warranty was very expensive and required service deductibles (which had not been previously required and which I was unaware of until I filed a claim). All told, I paid $472.45 for a one-year warranty and $300 for two service calls, yet the cooktop remains out of order as of April 9. The claim was first filed in July (!). After many months of being stuck between the warranty company, repairman and manufacturer, there is finally agreement that the part is no longer available and thus the appliance cannot be fixed. Under the terms of my warranty, CPS/CYA is supposed to replace the unit (having exhausted all opportunities to fix it and leaving me without a functioning cooktop for more than 8 months and through the holidays). Now, however, CYA wants to simply refund "a portion" of my warranty expense. The inconvenience and deception around the whole encounter is unforgiveable. Worst customer **********************. Feels like a scam. I think it borders on fraud.

  

  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 the part on order but the manufacturer has a backorder on the component needed to complete the repair.  CPS is not in control of part availability, the manufacturer of the product is.  Once the part arrives we will complete the repair. 

  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:

  We have been waiting for the part for more than six months. There is no indication that the part will ever become available again. No timetable, no commitment. At some point, the warranty company and manufacturer have to agree it cannot be fixed if the part is not available. As the customer, I am caught in the middle of finger pointing from each of the potentially accountable parties. It cannot be fixed if the part not available  

   

   

   

   

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

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

  Customer Answer

  Date: 05/06/2024

  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 my appliance remains unworkable with no plan to repair or replace it. I understand they do not control part availability. But at some reasonable point, after 4/5/6 months, they should simply replace the unit because there is NO indication that the part will ever become available. As a result, the customer is stuck holding the bag while the manufacturer and warranty company are going about their business, which does not appear to be ensuring that my appliance is functional  

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

  

  Business Response

  Date: 05/17/2024

  CPS is reaffirming its prior response that parts availability is solely dependent on the manufacturer. CPS is diligently following up with the manufacturer and is requesting an ETA. 

• Initial Complaint

  Date:04/10/2024

  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.

  * July 12, 2023 - Purchased GE Cafe refrigerator from retailer Appliances Connection. Included was a 5 year extended warranty from CPS (RE: email1 in attachments)* March 14, 2024 - receive notice from CYA insure that my warranty is suspended for this purchase. Upon independent investigation I determined this was the same company and a legitimate message (not a phishing attempt). I called the customer ********************** agent and the reason provided for this cancellation was that the retailer had filed for bankruptcy and that CPS/CYA was not honoring warrantees purchased through that retailer because the retailer did not pay CPS/CYA before bankruptcy. I was told to go to my bank and they would surely understand and refund my money, and I would purchase again from CPS/CYA. I was then provided a quotation for a higher dollar amount for the 5 year warranty.* POINT 1 - This should NOT be the consumer's problem. CPS has certified resellers of its product and are happy to have them resell the warrantees. If that reseller defaults, that is a business risk that CPS is taking. The end consumer has nothing to do with it. If they also failed to pay the refrigerator manufacturer, this would be like GE coming to re-posses the appliance that I paid for.* POINT 2 - Take a look at the time lapse between my original order and that notification I received, greater than 8 months.* Because my CSR was polite, I actually did try to get reimbursal from my bank and if it was received, I would have re-purchased the warranty. ****** was his name. He agreed to honor the original price.* No surprise, my bank told me they could not reimburse me for a variety of reasons, primarily because of how much time had expired when I was asking for it.* After a series of email correspondences and phone calls, I was assured both in email (RE: email 2 dated March 20, 2023) and over the phone by ****** (phone call April 3 or April 4) that the warranty would be registered. It was not. (RE: email 3, 4).

  

  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:

  The "information provided" was a recommendation to go back to my bank and get reimbursed for the amount of the claim. As already stated in email documentation provided, I tried to do this in good faith for CPS, even though my position was that the consumer should not have to expend effort to gain a refund due to an issue between CPS and one of its suppliers.

  The bank rejected this claim because:

  1) This is a matter between CPS and its reseller that is authorized to sell its warranty service. This should NOT be a matter that punishes the end customer due to a non-payment by a reseller. This is also my (the consumer) primary objection.

  2) The amount of time from initial charge to time of my request far exceeded their *** allowable 60 days. This was driven directly by the length of time it took CPS to notify me of an issue, many, many months after transaction.

  3) The warranty was sold to me as a package add on to a purchase of a refrigerator as a result of a single debit transaction, meaning that the cost of the warranty and the appliance were in the same transaction. The refrigerator was in fact delivered by G.E., who is NOT pursuing any re-possession claims to the consumer (me) on the unit regardless of their reseller payment status with them.  As such, the bank could not separate out this claim amount if it wanted to from the total debit transaction.

  CPS contacting me with the advice to go back to my bank and request a stop payment on a debit transaction more than 6 months after the transaction due to their vendor troubles and then re-purchase a warranty from CPS is NOT a solution to this problem, it is an attempt to involve the customer in collections of their bad debt via veiled or direct threat of losing the service provided. CPS made a suggestion convenient for CPS. Good faith efforts by the consumer (requiring hours of my time) met with failure, as stated.

  DO NOT CLOSE THIS CASE.

   

   

   

   

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

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

  

  Business Response

  Date: 06/04/2024

  CPS understands the frustration this situation has caused the customer and as a courtesy ******************** is reinstating their policy.

  Customer Answer

  Date: 08/14/2024

  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 IF the matter has been resolved as described. I have not received any contact from the business outside of this BBB response. To my knowledge, this has NOT yet been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/04/2024

  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.

  warranty #******* Claim # ******* *********** collected premiums for appliances warranty. -- When my dishwasher started making problems I contacted them for repair. --- The latest reply was that they need a video uploaded showing the problem. ---- I don't have the ability to provide such a video as I have no smart phone or tablet. --- They now refuse to honor my request to schedule an appointment for repair of the dishwasher which is under warranty. --- They collected premiums (sold me a service) and did not mention this new rule. --- I was told to send an email to the supervisor which I did, but received no respond. -- See email copies attached. -- I want them to repair the dishwasher AND extend the warranty for the weeks they failed to provide warranty service.

  

  Business Response

  Date: 04/15/2024

  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.

  Based on the problem description, CPS requested video documentation showing the defect.  The email was sent to the customer on 3/17/2024 requesting it in order to move forward with their claim.  A digital camera video would work as well if there is no smartphone access.

  Please send us the documentation so we can assist further.

• Initial Complaint

  Date:04/01/2024

  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.

  On January 7th I purchased a washer and dryer online from an individual (my first mistake). An inividual by the name of *********** out and installed the machines and offered a warranty from Consumer Priority Service for $96.28. I accepted and then got nothing in the mail or email despite hounding him. He finally sent a photo of the warranty but when we contacted the company they said that the warranty was only good for one machine and theyd need an additional $100 for the deductible before they brought a tech out. At that point I stopped engaging and asked for a refund. CPS says I have to go to Viking Forest Products now to get a refund but will not provide any contact information. The individual who also sold me the warranty will also not respond anymore. His number is ************.

  

  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 claim and the deductible was never paid in order for us to proceed with their service.  The customer then requested a refund for their service plan - the service plan was sold by the dealer not CPS so the refund would need to be issued by the dealer.

  CPS communicated this information to the customer and advised accordingly.  

  Please close thin inquiry. 

• Initial Complaint

  Date:03/29/2024

  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.

  All of the information and the desire settlement in included in the uploaded documents. I need the company(CPY) to find a contractor, to repair my oven and not hold me to the thirty day dead line for a new claim since they have not responded to my e-mail to supervision, nor my written communication to there corporate headquarters. Thank you in advance for your assistance.

  

  Business Response

  Date: 04/10/2024

  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 has reached out to the customer and confirmed that the issue has been resolved and any open claim satisfied. 

  Customer Answer

  Date: 04/20/2024

  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]

   CPS unlawfully canceled my warranty for this particular appliance and sent me a check. I am in the process of looking for a lawyer to help me with this mattet.

   

   

   

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

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

  

  Business Response

  Date: 05/03/2024

  Please close this inquiry, this has become a legal matter and does not fall under the purview of the BBB

• Initial Complaint

  Date:03/27/2024

  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 warranty from this company when I purchased an electric snowblower with 4 batteries from the Mercari site from a store called Discount Daddy due to the fact that it was an open box buy, and I was afraid that the warranty from ***** would not be honored. CPS is calling these batteries accessories and refusing to honor the warranty for 1 battery that is bad. They sent me repeated emails after I filed the claim that they needed receipts (I had entered these when I bought the warranty) and finally sent me some ** we dont cover batteries disclaimer that was never presented to me when I purchased the warranty. The batteries are the whole reason that I purchased the warranty. If you dont warranty batteries on a ****** tool, what use is your warranty? I could have bought the snowblower for $300 less at ********** without batteries.

  

  Business Response

  Date: 04/09/2024

  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. 

  Per the terms and conditions: "Replacement of batteries, light bulbs, fuses, filters, print ribbons, print heads including non-removable print heads, toner cartridges, drums or any other products with a pre-determined life expectancy are excluded."

  Batteries have a predetermined lifespan and are excluded from coverage however the unit itself is covered.  This is an industry standard when it comes to protection plans. 

  The claim is denied but if the customer would like a refund of the policy we would be happy to provide it.  Please contact our customer care team to initiate this. 

• Initial Complaint

  Date:03/25/2024

  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 warranty from CPS in September of 2022 for the new refrigerator I had just purchased as well. New years weekend 2024, 16 months after buying, the refrigerator stopped working. Since this time, a repair person has been to my home 2 different times to repair. CPS prematurely closes our claim, assuming the issue would be fixed. It has NOT been fixed in all of this time. 3 months now! The expense and stress this is putting on me and my family is beyond reasonable. Their level of communication is beyond deplorable. It takes DAYS to get any type of response from them just further escalating the problem. Then it takes literally WEEKS to open a new claim, then work with the repair company to have the problem resolved. I cannot see how anyone thinks it is acceptable for our family to be without a working refrigerator for 3 months, going on 4! I have sent several emails and requests to have someone call me with little to no response. I have spoken to the repair company, CPS, the store where I purchased the refrigerator still NO resolution. Their phone system is horrible. I have spent many times waiting for more than 30 min on hold only to be hung up on. If you use the option for a call back, it NEVER happens! It is nearly impossible to speak to anyone.

  

  Business Response

  Date: 04/05/2024

  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 is attempting to source the part.  The manufacturer is not supporting the product.

  Customer Answer

  Date: 04/11/2024

  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:

  Since contacting the BBB originally, the repair service has been to my home 2 more times.  They said they dont know what is wrong as the parts that were replaced have not fixed the problem. A refrigerator thermometer reads between 45 degrees and 57 degrees. Obviously not cold enough to keep food safely cold!  Not to mention the horrible sound the fridge has been making for months. It is absolutely NOT reasonable to prolong the service of a refrigerator for this long. It was deemed NOT repairable on Friday March 29th.  It stopped working New Years weekend! We have been without a working fridge going on four months now.  CPS has not communicated with me even one time since we found out it cannot be repaired. This is NO way to run a business. Again, deplorable communication 

   

   

   

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

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

  

  Business Response

  Date: 04/25/2024

  CPS has sent a settlement in the amount of $307.60 which is the remaining liability on the contract.  The liability is calculated from the original purchase price less any money spent on repairs.

  The customer has declined the settlement offer.  Once accepted, the check will expedited. 

  Customer Answer

  Date: 04/26/2024

  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:

  CPS has neither repaired our refrigerator nor given us any money per their warranty contract. The contracts states a repair OR replacement if a repair cannot be made. We tried to work with them and waited with extremely slow responses for almost 4 months. During that time, my family was forced to eat out much more frequently than normal, causing stress and more financial burden not to mention the constant terrible sound that fridge was making for the duration of the issue.  $307 is frankly an insult given this whole situation. A repair was NEVER done! 

   

   

   

   

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

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

• Initial Complaint

  Date:03/20/2024

  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 have warranty claim# *******. My washer Ive purchased at CG Appliance on 4/21/23 broke. It hasnt been a year. Now per their advise, I went thru CPS. Took over a month to hear about the status. When I followed up, they were informed that since the parts needed for the appliance is no longer available, they will just refund my warranty coverage. So, with that being said, Im stuck with a $1400 machine that is useless! That is absurd! I need help. I feel like this isnt the way it should be handled.

  

  Business Response

  Date: 04/02/2024

  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.

  Per the terms and conditions, see below, the parts are no longer available from the manufacturer and CPS is within its policy to refund the premium paid for the policy.  We are going above and beyond to try and source the part on behalf of the customer. 

  "In the event that replacement parts needed for repair should become unavailable during the coverage period of the Plan,
  we shall be excused from performance hereunder and you shall receive a refund of the purchase price paid by you for
  the product."

  Please close this inquiry.

  Customer Answer

  Date: 05/03/2024

  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:

  ****** ********* ******************************

  ***** ******

  Thank you so much.  I really would want to put a stop to this mess and have them completely just replace my washer.  Otherwise, we are just going back and forth on this matter and nothing ever gets resolved.  Time and time again, the technician claims it’s always the wrong part they insist on sending on several occasions .  It’s an ongoing case x 3 months to date now.  I’m exhausted and I want this put behind me ASAP.  I really appreciate you listening to consumer like myself on this struggle.

  
  

  Sincerely,

  
  ****** ********** *** ******** ************* ***** ***** *** *** ***** ***** ******** **  ***** * ***** ******** * ***** ******** * ***** ******** * ****************************

   

   

   

   

   

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

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

  

  Business Response

  Date: 05/10/2024

  CPS is reaffirming the above statement:

  Per the terms and conditions, see below, the parts are no longer available from the manufacturer and CPS is within its policy to refund the premium paid for the policy.  We are going above and beyond to try and source the part on behalf of the customer. 
  "In the event that replacement parts needed for repair should become unavailable during the coverage period of the Plan,
  we shall be excused from performance hereunder and you shall receive a refund of the purchase price paid by you for
  the product."
  Please close this inquiry.

  Customer Answer

  Date: 06/07/2024

  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:

  My problem is still not resolved and Im still stuck with the $1400 useless machine!  So unfair!
  
   
  
   
  
   
  
  ****** 

   

   

   

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

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

• Initial Complaint

  Date:03/12/2024

  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 bought a warranty on my outdoor furniture. I filed a complaint because my daughter damaged the couch by mistake. A technition came down and rendered the couch irrepairable. Although the company states various times on their website that their warranty covers child damage, they refuse to give me anything towards my claim stating that it is not included in the terms. I was never given any terms and the only terms I saw stated was that this warranty covers accidental damage. This is clearly accidental damage. They also told me that since there was this damage they would no longer accept any future claims even though my warranty is not yet expired. When calling the company, the only thing they were willing to do for me was to refund the amount I paid for the warranty, thereby absolving themselves of the responsibility. When I asked to speak to a supervisor, they conveniently told me that there was no one available and gave me an e-mail address to contact. I wrote an email to this address and it has been more than 2 weeks with no response. I am includng the e-mail I sent to show how misleading and deceptive their website is and to include all the details I skipped out here. I would like a refund for the amount I paid for my furniture since according to the warranty it was deemed irrepairable and this is my right as the consumer.

  

  Business Response

  Date: 03/25/2024

  Thank you for bringing this matter to our attention. It is CPSs top priority to make sure every inquiry is responded to and settled amicably.
  
  CPS has reviewed the claim and is upholding the denial of abuse/neglect under the terms and conditions.  This type of damage is not covered under the policy.

  Customer Answer

  Date: 03/25/2024

  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:

  Firstly, when CPS originally denied my claim, they never even asked how the damage happened. They just sent a technition and he said the damage was irrepairable, and then they denied the claim. When we tried to dispute the denial, they started asking questions over the phone and then conveniently told us that the claim was denied due to damage and neglect. In addition, on their website clearly state that "it covers any accidental stains... as well as accidental punctures, rips, *****, breakage of frames, springs..." and it only does not cover "intentional damage, theft, vandalism, acts of god, or damages incured before or during shipping. It does not cover vermin or insect infestation, mold, mildew, rot, or rust." This is directly from their website.  In their terms and conditions it states, "If you have added accidental coverage to your plan... this plan shall cover unintentional damages as a result of impact, liquid damage, or unintentional physical damage. It also states on the website that accidents with children are covered, "And youre worried about the new wood coffee table you got for a pretty ***** because of your kids (and their friends) frequent forgetting to use coasters or magazines under their drinks." So how is it possible, that my 2 year old child's accidental damage, is not covered????

  It states on your website that if the service center cannot repair the furniture you will, "provide you with a check for the current market value of your furniture." 

  Based on these facts, CPS is not honoring their own warranty. 

   

  
  

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

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

  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:

  Since you have not told me in any way why it is not covered as I have shown you numerous times that your policy states that it should be covered please refund me the price of my warranty as you have not upheld your end, told me you would, but the link to get the money doesn't work!

   

   

   

   

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

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

  

  Business Response

  Date: 09/06/2024

  Per the claim, this warranty was refunded to the customer.

• 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.

  Purchased an extended warranty for appliances and all they do is deny the claim. If you arent going to approve claims there is no point for me paying for a warranty. Item was being used as intended and cracked the glass.

  

  Business Response

  Date: 03/29/2024

  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.

  The appliance has physical damage ie a crack in the glass cooktop.  CPS policies do not cover physical and/or impact damage.  Please close this inquiry.