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:03/04/2024

  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.

  I purchased a Miele dryer on March 12, 2021. It came with a 3 year warranty from Consumer Protection Services. The dryer stopped working properly in December of 2023. After going back and forth with a Miele specialty company with no success, I contacted CPS to initiate a warranty claim. A repair company came out on February 23, 2024 and said they'd order a part to get the heater in the system working properly. I heard nothing after that. I called CPS and was told that the claim was closed because the repair company said there was no issue with the dryer. They provided no evidence of this. The online system says "Estimated Submitted" (2/29/24), "Estimate Denied" (2/29/24), and "Case Closed" (2/29/24). Yes, all on the same day. When I called I was told in order to reopen the case, I'd have to "provide proof" that the unit isn't working, a task that requires a human eye. When I asked how they expected me to prove that the dryer isn't heating or removing moisture, I was told to get a thermometer. When I asked what sort of themometer wouldn't break while spinning in a dryer I was put on hold. They then came back and repeated the ridiculous request. I asked why they couldn't just call the repair company they'd sent to verify the information. I was told that the repair company was "unavailable." I then argued that as a customer it isn't my responsibility to prove an item isn't working, but it is there's to provide the service they were comissioned to. Again, they demanded proof. I asked how they thought it would benefit me to lie about an appliance not working. Silence. This company is another one of those scammy businesses that do whatever they can to frustrate the consumer in order to not pay or make good on a claim. I believe they cancelled the claim because they didn't want to pay for the part or provide a replacement machine as they are required to do.

  

  Business Response

  Date: 03/15/2024

  Thank you for bringing this matter to our attention. It is CPSs top priority to make sure every inquiry is responded to and settled amicably.
  
  CPS has reviewed the claim and found the following:

  -Claim was filed on 2/16

  -CPS dispatched the manufacturer trained authorized technician on 2/17

  -Service center reported back a no fault found

  -CPS paid the service center for the visit

  If the customer would like to obtain a second opinion out of pocket, that is their prerogative.  The authorized technicians have found no fault with the unit. 

• Initial Complaint

  Date:03/01/2024

  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.

  I purchased a extended warranty from Consumer Priority Services when I purchased my *********** in December of 2023. Bird, unfortunately, went bankrupt. Any and all claims to them are unreturned.When communicating with CPS, I was told to go get an estimate from an ebike repair shop. Mind you, this was not the level of service promised when I purchased the additional protection. I went to two shops, and both said repairs were possible, but only if they could get parts. Becuase the design is specialized, no repair shop is able to get parts for the repair. I've communicated this to CPS and met with silence.

  

  Business Response

  Date: 03/15/2024

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

  CPS is not at liberty to discuss this case on this forum due to the fact that a state complaint has been filed.  Please close this inquiry. 

• Initial Complaint

  Date:02/20/2024

  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 purchased a Kitchenaid refrigerator for $2100 plus tax $182 from **** Of ********* ** on 1/2/2020 which they offered me an extended warranty form Consumer Priority Service for $300. Their website states if they cannot repair he appliance they will provide me with a check for the current market replacement value of the appliance, which now is @2300 plus tax. They have attempted to repair a faulty internal insulation system four times for the last four months with no results. They contacted me on 2/9/2024 and offered me $861.00 as a settlement. I feel this is unfair. According to my research, I feel the market value should be $2300 plus tax.

  

  Business Response

  Date: 03/03/2024

  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 to explain the settlement and revised it to $925 based on depreciation and the amount already spent on repairs.  

  Customer Answer

  Date: 03/06/2024

  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:according to CPS Guarantee, the policy states, In the case that your product cannot be repaired, CPS  will offer you a check for the cost of a replacement. The repair company Wind Service was not able to determine the cause of the unit malfunction and they continued to come back on service calls with no idea what was causing the problem. The policy does not state any clause to the fact that they would deduct the service calls and the unit depreciation.

   

   

   

   

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

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

  

  Business Response

  Date: 03/15/2024

  The terms and conditions do state this exact point:

  LIMIT OF LIABILITY:
  Our liability is limited to the original price of the covered equipment. This agreement will be terminated at the point
  total repair costs reach the lower of the original purchase price as indicated on your bill of sale or the current fair
  market value of the covered item.

  The settlement that was issued is the *** allowable amount on this plan. 

• Initial Complaint

  Date:02/13/2024

  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 a Washing Machine. The warranty was for replacement value. After GE came to look, they deemed that the Washing Machine was unable to be repaired. CPS is only offering depreciated value and not replacement value. There is no way to appeal this offer in the link that was sent to me. I am very disappointed and this is not acceptable, as this is a violation of the warranty. The original Washing Machine was $659.99 plus tax and the replacement value now would range from $840-$1,000 plus tax. CPS is only offering $325.59.

  

  Business Response

  Date: 02/27/2024

  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 reaching out to the customer to explain the settlement process and close an open inquiry.

  Customer Answer

  Date: 03/04/2024

  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:

  They did in fact, not reach back out to me despite the fact that they said they would.  I had to call CPS myself.  I spoke with a supervisor who informed me that they actually lowered my offer to $198.50.  When I asked why the offer was lowered he said it was due to the fact that I rejected the first offer and because I contacted the Better Business Bureau.  This feels very much like retaliation.  I have since accepted their lower offer of $198.50 because I did not want to walk away with nothing, but this is obviously not the right way to do business.  I urge CPS to listen to the recorded conversation so they can hear what was said to me.  I am highly disappointed in the actions they took.  

   

   

   

   

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

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

  Customer Answer

  Date: 03/20/2024

  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:

  Yes, while CPS did send out a settlement, as I mentioned in my previous communication, the supervisor I spoke with had informed me that they lowered my offer over $100 to $198.50.  Their reasoning was due to the fact that I rejected the first offer and because I contacted the Better Business Bureau.  This is unacceptable and feels very much like retaliation.  I would like CPS to provide the remaining funds from the initial offer and explain why the initial offer was lowered $100.  I'd also like them to help me understand why the supervisor I spoke with informed me that the offer was lowered due to the fact that I rejected the initial offer and contacted the BBB. 

   

   

   

   

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

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

  
  

  

  Business Response

  Date: 04/05/2024

  Please call in to our call center and speak with *************************, we will try to resolve your inquiry.

• Initial Complaint

  Date:02/13/2024

  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 and the warranty company is CPS.I am within my 3 year warranty and they are requesting a code that no one has not even the original seller of the warranty and product nor does cps have the code. The original seller has reached out by email including my self and the cps team that is in the email refuses to reply or respond. I reached by phone and they refuse to take my information for the warranty without having this non existing code...No one has a code but cps won't continue the process without and nobody knows anything about getting a code and we can't get correspondence to resolve the matter

  

  Business Response

  Date: 02/27/2024

  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. 

• Initial Complaint

  Date:02/09/2024

  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.

  My fridge from whirlpool did not defrost. Since I had moved to ***** last year I asked if a service person can come check it under ******. I explained ahead that I defrost the fridge but wanted to make sure the fridge wasn't broken. I told them and verified that it did work now. I also verified with the repair man that it was covered he said he understood the issue.******* wouldn't have a problem. I explained it very clearly and checked perhaps I need a refund on my warranty as well since they knew up front I can't trust there service.

  

  Business Response

  Date: 02/22/2024

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

  CPS is reviewing the customer's inquiry and will communicate directly to assist.

• Initial Complaint

  Date:02/08/2024

  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 ******* refrigerator on or about February 2023 from Ohio City Liquidators at significantly below market value $499 delivery and tax was separate (letter attached). The ******* refrigerator included a warranty serviced by CPS Consumer Priority Service. On or about October 2023 we started having problems with the refrigerator, we filed a claim with CPS and they sent out service tecs to service the refrigerator. After the refrigerator was serviced, it worked for a couple weeks and then same issues started again, this happens 3 times, problem went on for months, and finally the service company sent out by CPS said the refrigerator was unrepairable. Under CPS policy if an appliance is deemed non-repairable, they say they owe you a comparable market replacement. I have supporting documentation that a similar market replacement is $1500-$1800. CPS after a struggle to get there is offering $499, they are basing it on purchase price, however in this case purchase price is irrelevant (documentation attached), as this was purchased below market value. I had purchased many other items for business use from Ohio City Liquidators in the past, in addition Ohio City Liquidators was having a liquidation blow out sale. Since this was for my personal home, and I had made many previous purchases, Ohio City Liquidators gave me an extremely below market price. I do believe CPS owes me a comparable market value replacement of $1500-$1800. This same refrigerator new is approx $3000

  

  Business Response

  Date: 03/03/2024

  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 CPS liability is limited to the original purchase price of the unit.  In this case the original purchase price is $499 and CPS issued a settlement for $499 that the customer declined.  If they would like to accept it, please reach out to customer **********************.

  We are fulfilling our terms and conditions to the fullest and no further funds are available. 

  Customer Answer

  Date: 04/29/2024

  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 warranty policy calls for a suitable replacement, as per the letter Ohio City Liquidators wrote A similar fridge cannot be purchased for $499, a similar fridge would be approx $1500, could we meet at $900?

   

   

   

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

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

  

  Business Response

  Date: 06/14/2024

  As mentioned on our prior response, CPS is reaffirming the below statement

  Per the terms CPS liability is limited to the original purchase price of the unit.  In this case the original purchase price is $499 and CPS issued a settlement for $499 that the customer declined.  If they would like to accept it, please reach out to customer service.
  We are fulfilling our terms and conditions to the fullest and no further funds are available. 

  The warranty policy is upholding the monetary liability based on the price the unit was originally purchased for.  Receiving a full value cash settlement is the highest amount CPS can provide to the customer.  CPS is also going beyond our terms by not deducting the costs of prior repairs on the unit. 

  This is being satisfied fully and beyond the terms of the policy.  Please close this as answered.  

  Customer Answer

  Date: 06/17/2024

  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. This is the whole reason we were able to reopen this claim, I sent the policy into the BBB it says a market replacement, not limited to purchase price. this was bought significantly under market vale, evidence has been attached

   

   

   

   

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

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

• Initial Complaint

  Date:02/05/2024

  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.

  CPS is a insurance company that is covering the warranty on my stove. It has been 5 months and they still have not fixed my stove despite my following up with CPS on a weekly basis.

  

  Business Response

  Date: 02/19/2024

  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.

  ***** has been assigned to assist you with your inquiry.  Please follow up with him directly for assistance:

  ***************************
  T: **************
  E: ****************************************

• Initial Complaint

  Date:01/24/2024

  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.

  In June of 2023 I purchased 2 ******************* and 2 ******************* I purchased $999.84 worth of warranties to cover all 4 units. As of last week, I tried filing a claim on a washer that would fill up, but would not do anything after that. The company initially had an issue with my proof of purchase that I supplied to them last year. Several emails and several phone calls later, they have seemed to have dropped the issue with my proof of purchase of the washers and dryers. I did have to provide photos of the actual unit tags.The company's "system generated" email system does not like my email address. The company is mandating I use email, however their email system will not send me emails. Their employees can send emails to me as long as they don't use the "system". I can't get this through the company's head. It's a viscous circle and every problem goes back to my email. The company has told me as of late today that there is nobody to service my warranty claim. I was provided one business to call, however this business would not service the CPS warranty. I emailed the company back and was told to talk to another person via email. I have 4 washers and dryers and have a 5 year extended warranty on each. I have made nearly 3 dozen phone calls to this company and a bunch of emails in the last several days and can't get anywhere. They are over the invoice issue, I can't get them to fix the email crisis despite the fact everyone will tell you it does not work if it is system generated, but it will work if the send me an email directly, and now there is nobody to service my machine. I need it fixed. I can't continue business with broken machines and I cannot even get someone to service the machines.

  

  Business Response

  Date: 02/06/2024

  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 tried to find an additional service center in the area.  CPS has located one and relayed that information over to the customer for hire.  Please call our call center for more updates on your claim.

  Customer Answer

  Date: 03/14/2024

  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 company can send me as many random phone numbers as they want of the people they "authorize".  Despite the random phone numbers, the companies will not travel to me or work with the warranty provided.  The closest company that would travel to me charged $400 +/- just for the service call. CPS warranty only covers $100 for a service call.  In addition, the service call and spectrum of services has to be "authorized" by CPS.  CPS told me themselves, that I would have to pay the initial $400 out of pocket and that once the serviceman comes, I would have to communicate his intentions/repairs to CPS to get the money amount authorized.  Once authorized, the technician could com back for the cost of $400.  Service calls alone in this scenario would be $800.  We must remember that CPS will only cover $200 of the service call.  WHAT'S THE POINT OF THE WARRANTY IF NOBODY WILL WORK WITH THEM AND THEY WILL NOT PAY FOR THE SERVICE CALLS?  They can send me all the random numbers they want, but nobody will travel, CPS will not pay.

   

   

   

   

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

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

  Customer Answer

  Date: 08/13/2024

  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:

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

  
  

  I called CPS this morning at 8:19AM.  I explained the resolution that was proposed and requested the refund mentioned in the below email.  The person told me that the BBB had not authority over their business and that the BBB was a review site.  The person told me that CPS does not work with the BBB.  The person placed me on hold and then the guy came back to the phone.  I was told that CPS was going to give me a refund for one of the four warranties.  I was told that Appliance Connections voided the other three warranties out.  I was told that Appliance Connections claimed to purchase the warranties, but did not.  I was told that one warranty was purchased.  The person told me that he is not sure why I am getting a refund on this warranty, but it may be as a courtesy.  I explained to CPS that I registered 4 warranties two separate times, probably 6 months apart.  I was told that was concerning and that I should of been told back then that the warranties were voided. I was told the check would be expedited today for one warranty.  I was also told that I had been emailed several times.  I told the person that their "system" email never makes it to me and explained that whole saga over again.  

  
  

  At this point I will accept the check, give up, close the case, but will conclude that CPS has not satisfied my complaint/issues at hand.

  
  

  Thank You for all of your help and I am sorry for all the trouble.  

  
  

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

   

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

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

  

  Business Response

  Date: 08/22/2024

  A warranty refund was processed for this case and should arrive within the next 7-10 business days.   Please **** this complaint as answered. 

• Initial Complaint

  Date:01/17/2024

  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.

  Bought a warranty from Consumer Protection Services and was told the $179 warranty would cover 5 years of any damages not caused by user error on a dishwasher. The warranty was supposed include all parts and services for 5 years. However, we used the warranty once as the dishwashers motor broke after just 1.5 years of owning the machine. CPS took MONTHS to find a contractor in our area so we were out of a dishwasher for months. They had to send 3 separate companies to replace the motor. THat was finally fixed, but less than 9 months later the motor is broken again and CPS now is stating that we agreed to a limited liability that they would not cover anything over the cost of the dishwasher. We didn't see or sign this agreement when we purchased the warranty, and I believe the agreement was created after the warranty was sold to us so that they no longer have to provide services to us.

  

  Business Response

  Date: 02/09/2024

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

  Per the terms of the policy:

  Our liability is limited to the original price of the covered equipment. This agreement will be terminated at the point total repair costs reach the lower of the original purchase price as indicated on your bill of sale or the current fair ****et value of the covered item.

  Original purchase price: $699

  Total amount spent in repairs: $769.57

  The terms of the policy have been emailed to the customer as well as given via our brochure at the point of sale.  The policy has been fulfilled.  Please **** this inquiry as resolved.