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:01/05/2024

  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.

  I bought a fridge in april of 2022 , i also purchased an extended warranty from the consumer priority service people, My fridge has died back on 12/28 a technician came to the house to determine it was a sealed unit that cannot be serviced and the compressor died. The *************** have been told by several technicians that it can't be serviced , yet they refused to replace my fridge or cut me a check to replace it, instead they want to keep searching for someone to fix it, mean while i have paid extra for a warranty with a replacement value of $3500 that they won't replace, I also lost all of the food that i had in the fridge and they will not replace that .i feel like i have paid for a warranty that is no good , the store i bought it at is very helpful and have tried to get this replaced knowing it is non repairable but the warranty will not do anything about it. I just want this fridge replaced with the same model

  

  Business Response

  Date: 01/16/2024

  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 ordered a replacement unit for the customer and they are awaiting delivery. 

  Customer Answer

  Date: 01/22/2024

  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]Yes they have replaced the unit after arguing with them , i also have lost a fridge and freezer full of food , and they will not cover it unless i have a receipt prior, not sure who keeps receipts of food but i don't, i went and replaced what i had lost in the fridge which cost me ****** of which they will not cover, again i bought an extend warranty of which again it wasn't worth the money.
  

   

   

   

   

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

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

  

  Business Response

  Date: 02/09/2024

  This claim is currently closed as per the terms of replacement.  Please **** this inquiry as resolved. 

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair 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.

  Hi, I purchased a TV from ******* on Mar 29, 2022 Order# ************** for $546.99 . A CPS full accident coverage insurance was included to repair or replace with an accident. Unfortunately I had to use the 2 ************************** Extended Warranty under $1,000 policy on 12/15/2023. I had to file a Claim # ******* for a new TV. CPS offered $349 as a settlement offer. To repurchase the same TV is $696.99. CPS claims to consumers to cover you up to $1,000 if there is an accident. They are offering $198 less than the original cost of the tv to replacement it, instead of what the warranty states. I want my TV replaced correctly, that's why I bought the product with the warranty included.

  

  Business Response

  Date: 01/16/2024

  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 offered a cash settlement to purchase another TV.  If they would prefer a TV ordered to their home, that can be arranged as well. 

  Customer Answer

  Date: 02/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is deficient to me and the matter has been beleaguered. I was under paid and unserved by the company. this was a predatory policy , low balling the customer. I accepted because of the economic factors of inflation and my family has special needs. I am a war veteran and work for the military and the Department of Defense. this is how this company treats American patriots. 
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/02/2024

  Type:Delivery 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 a repair contract with CPS, where I can ship them my electronics and they would send me the fixed item or compensation for the product if they cannot repair it. On February 20th, ***** delivered my laptop, and I received an automatically generated email from CPS saying that they received my package. After a month of no updates, I called CPS, and they told me that they had never received the package and that the signature seen on the ***** tracking number is not of any current or former employee of CPS. ***** conducted an investigation and found that they have previously shipped to the same address and received the same signature on multiple instances without dispute. I contacted CPS again and they continue to say that they never received the package, so they cannot issue my refund that is guaranteed under my warranty since they claim that they must have the item in their facility. I am seeking full refund for my laptop, my shipping costs, and time at a value of $2,000.

  

  Business Response

  Date: 01/29/2024

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

  CPS has checked our internal receiving logs again and no ***** package was signed for at our warehouse on the date mentioned.  CPS has mentioned the same to the customer multiple times via email and phone.  CPS processes hundreds of packages daily and has very high standards of shipping and receiving.  

  A follow up claim would need to be made to ***** by the customer since they generated the label.  Please close this complaint. 

  Customer Answer

  Date: 01/30/2024

  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 told me over the phone that once a package is received, it is scanned, and an automated email is sent to my email stating that they have received my package. I have that email. They never sent me a follow-up email stating that the email was sent in error and they never mentioned how such an email could be sent in error at the exact time that my ***** tracking slip states that my package was delivered. Clearly, what happened was that ***** delivered my package, it was checked into their system and the automated email was sent to me, then, CPS lost my laptop. To claim that CPS never received my package because the signature is not matching records fails to account for this coincidental timing and their negligence to follow-up on their emailing system. Such a callous mistake cannot be discounted given the circumstances.

   

   

   

   

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

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

  

  Business Response

  Date: 02/09/2024

  We have reviewed our camera footage and can confirm nothing was received at CPS from ***** regarding this customer.  You are misguiding your frustrations, ***** did not deliver the package to CPS. 

• Initial Complaint

  Date:01/02/2024

  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.

  Consumer Priority Services sent me a letter, received 12/29/23, thanking me for my purchase of their 10 year warranty through CAFD. They itemized a covered product (which I did not purchase and do not own), the length of the warranty and the product serial number. They also ask that I call or set up an online account.This is probably a scam and I felt it important to report the company.

  

  Business Response

  Date: 01/29/2024

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

  CPS received an order from the dealer to process a complimentary 10 year component warranty with your purchase.  It is not a scam but if you would like to have your coverage cancelled we can take care of that for you as well by calling us at ************

  Again, this is complimentary.  Please close this complaint

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair 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.

  CPS has refused to provide further service on an appliance that is in year 3 of a 5-year extended warranty. CPS claims it had reached the contractual maximum liability of the original purchase price of $2660. When asked to provide a financial accounting confirming that all payouts have reached that amount, CPS could only substantiate $1899 in total costs disbursed, leaving an additional $761 available for further service. CPS does not dispute this but refuses to engage with me, where I was told to take whatever action I choose as even a court judgment would not be collectable as they would refuse to honor the selected venue of ********** where the incident occurred and where the underlying contract was signed. I do plan to seek civil litigation to further resolve unless CPS satisfies my demand request for the $761 towards the replacement cost of the appliance that I was forced to do in the absence of a working appliance with no path forward for warranty coverage.

  

  Business Response

  Date: 01/10/2024

  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: 01/16/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase warranty for kitchen appliances through CPS Warranty back 2020. On Sep 5th, 2023, I filed a claim for my Frigidaire refrigerator. CPS kept assigning inadequate repair service companies. The first company assigned could only give me an appointment for 4 weeks out and the 2nd company stated they no longer worked with CPS. CPS then told me to find my own repair service and send them the bill. Unfortunately the company I found (G&G Appliances), provided horrible service. After 2 months of waiting, they sent multiple repairmen who couldn't repair my refrigerator and they kept ordering the wrong parts. G&G provided me with a full refund. I decided to go with another local vendor. The new vendor was able to inspect and repair my refrigerator in 3 days. I sent the new bill to CPS and my claim was denied for not providing the estimate beforehand. Unfortunately in my haste to get my refrigerator repaired and to keep my toddlers milk cold I forgot to send in the estimate ahead of time. Additionally, CPS approved the original estimate and so I am not sure why this claim can't be covered as well. I am writing to get my claim opened and reimbursement for my repair Claim# ******* Warranty # *******

  

  Business Response

  Date: 01/10/2024

  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 provided written authorization for reimbursement of $777.91 based on the original estimate submitted.  The customer hired a new *********************** and completed repairs without authorization on a higher amount.  CPS will reimburse up to the preapproved amount.  Please reach out to CPS to arrange the reimbursement. 

  Customer Answer

  Date: 01/11/2024

  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:

  Thank you very much for the resolution. While I appreciate your attempt to address the issue, the proposed solution does not adequately compensate me for the repairs. Please reconsider my ask for full reimbursement. Thank you. 

  
  

   

   

   

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

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

  

  Business Response

  Date: 02/05/2024

  CPS understands your concerns but as with all insurance, preapproved repairs are reimbursed only.

  Per our terms, we are fulfilling our end of the policy and hope you reach out to arrange for reimbursement of the preapproved amount.

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filed a claim for my ******* refrigerator 12-5-23 with consumer Priority Service I have two warranty with CPS, they sent out a provider to diagnose the problem. That's provider did not want to fix, then they sent another provider, that did the same didn't want to fix. Here is the third provider they want to send through ******* but my manufacturer warranty is expired. Which is the reason why I purchased the extended warranty through CPS upon purchasing so I would have to go through these troubles. CPS has been calling ******* claiming to be me making all kind of tickets because they want ******* to pay for the repairs. But it is their responsibility being that the manufacturer warranty is expired! This has been the most frustrating time dealing with this company. They will not fix my refrigerator we have e missed Christmas dinner at my home and here it is almost new year's and still no refrigerator I have had it! And I may just waste more money to take them to court because they are acting as if they are me calling they can't do that, and they have ******* calling me frustrated thinking I keep calling begging them to pay. When it's CPS responsibility! This is simply outrageous. Just send me a check or another refrigerator what so freaking hard about this. Worse experience I have EVER EVER had to deal with. They said I didn't have to pay ANYTHING out of pocket. Now I have to pay?!?!!? This is wrong!

  

  Business Response

  Date: 01/18/2024

  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 approved SERVICE QUICK CSP to complete the repair on 1/3/24 under ticket **********. 

  No payment is required

• Initial Complaint

  Date:12/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an extended warranty on a refrigerator. The warranty was for replacement value. The refrigerator was not able to be repaired. The company is only offering depreciated value and not replacement value. There is no way to appeal this offer. This is not acceptable. This is a violation of the warranty. The original item was **** dollars and the replacement value was **** dollars. The company is only offering **** dollars.

  

  Business Response

  Date: 12/26/2023

  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:12/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty from CPS on a washer and dryer through Appliance Connection that started 7/2021. I also extended the warrantyon the dryer through 7/2026. I filed a claim against the dryer on 10/31/2023. CPS was unable to find a service repairman and requested that I find one instead and authorized a sevice charge reimbursement. The technician diagnosed the issue and contacted Whirlpool for the part. Whirlpool stated that the needed part was discontinued. I want CPS to honor their contract but have been stonewalled for weeks now. I believe that they should either fix or replace the dryer.

  

  Business Response

  Date: 01/02/2024

  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.

  CPS has reviewed the claim and is offering a customer a refund of the policy premium paid due to the parts not being available from the manufacturer. CPS also reached out to the manufacturer for assistance but they were unable to provide any.  Please see below excerpt from the CPS terms and conditions:

  Should OEM support (i.e: parts, service options, etc.) no longer be available for a Covered Product, ADMINISTRATOR shall be excused from performance under this Plan and will refund the consumer the cost of the Plan.

  Please close this complaint as answered. 

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Refrigerator is under warranty so we called to get service 3 months ago. **************** had ******* come out a month after and fix the ice maker but ******* stated they were not responsible for the freezer problems and that we needed to file again with warranty company.We've been getting the "run around" for the past 2 months now. ******* has an error code that wont go away, and sometimes the freezer thaws out slightly. ******* said this will eventually lead to a non-working freezer if a part is not replaced.What good is the warranty if we have to wait 3 months to get our refrigerator fixed.

  

  Business Response

  Date: 01/02/2024

  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.

  CPS has approved the estimate from VIDEO TECH CENTER, *** aka AT YOUR SERVICE and they will be completing ***********.