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: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.

  I paid for a warranty at the time I purchased my refrigerator. Now I placed a claim on sept 30th and have received the run around ever since. 2 different service companies came to look and said they were going to order a part and nothing further. All I get from cps is they are sorry for any inconvenience this has caused me. This is terrible business practice. I feel like the warranty is a scam and based on other complaints I see I am not alone. Let the buyer beware. CPS is terrible service.

  

  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 My Home Appliance.  They will be completing the repair for the customer.

• Initial Complaint

  Date:12/14/2023

  Type:Sales and Advertising 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.

  I purchased a warranty on a washer and dryer last year but chose not to renew. When the warranty was up, *** at CPS began a campaign of emailing and calling me every two days for weeks, even when I sent emails that I was not interested. I do not want any further contact from CPS, ever again.

  

  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 ensured that the customer will not receive any further communication from our company. 

  Customer Answer

  Date: 01/02/2024

  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:12/13/2023

  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.

  Initial claim 10/28/23. It is now 12/13/23.I purchased a drone with insurance with cps.I have used them with a previous drone that only took a couple weeks to from claim to receive a settlement check. They claim they will make repairs and if they can not repair they will replace. This current claim on this drone they are giving me the run around and claiming that they have ordered one from the manufacturer straight to my address. The manufacturer has no record of this order via my name or address. I have several back and fourth emails that show them giving me the run around to avoid payment or replacement. Also I have ordered two different drones straight from the manufacturer this year and both times they shipped out my drones the next day and only took a week to receive. Cps keeps claiming there waiting on the manufacturer but there is no proof and they wont provide any proof they ordered anything from the manufacturer.

  

  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.  Replacement and extra parts have been sent to the customer

• Initial Complaint

  Date:12/11/2023

  Type:Sales and Advertising 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.

  We purchased a ZLINE RA36 oven range from **************** in ***************, ** on 4/9/2022. We added on the extended warranty option from CPS. Back on 10/22/2023 we began a troubleshooting claim with ***** regarding the fact that the new oven was not able to hold temperature properly. We were notified that we were out of the manufacturer's warranty. Queen ********* was helpful in reminding us that we purchased the extended warranty with CPS. Since 11/9/2023 we have been getting mislead and ignored by sever CPS representatives. Please review the attached email chain for clarification. We have notified CPS that we are contacting your organization for assistance.

  

  Business Response

  Date: 01/03/2024

  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 is working with the customer to resolve their claim. 

  Customer Answer

  Date: 01/05/2024

  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 are now 2 months into the claims request with the extended warranty company and have yet to be assured that our product is going to be repaired/replaced. The only time any communication happens is when we reach out to them. We are unable to get anyone on the telephone, only via email. We have be repeatedly asked to resubmit the same documents multiple times. There is no time frame in place for our issue to be corrected. There has been no service technician set to our home as we were promised. The extended warranty company and Zline appliances are terrible customer ********************** providers.
  

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

  

  Business Response

  Date: 02/02/2024

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

  Customer Answer

  Date: 02/23/2024

  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:12/07/2023

  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 Consumer Priority Service along with the purchase of a new ** French Door refrigerator model #LRFWS2906V on 5/25/2023. The purchase price of the refrigerator was $1,000 plus sales tax. The unit was "New with Dents" - hence the discounted price. The unit stopped cooling in August of 2023 and threw a defrost error code. I filed a claim with CPS ( #*******) and they referred me to their sole service provider in my area. I was charged a deductible for the service call in the amount of $99 and told this was nonrefundable. The repair company could not get to us until 2 weeks later. The repair technician came and did a full diagnosis before leaving. CPS sent me a settlement offer one week later on 11/06/2023 with an amount of $701.46. CPS agreed with the repair technician that the cost of needed repairs to the unit exceed what is economically feasible and that the unit should be replaced.I spoke with CPS representative who advised me the settlement offer was more than generous because the unit is dented and therefore has depreciated more than $300 since May 25th. I requested a settlement amount of $1,100 for the price I paid for the unit and the $99 paid for the service visit. The agent denied any request to increase the offer and further advised denying the offer will likely decrease the next settlement offer amount. Additionally, the representative stated the $99 deductible for service is nonrefundable per the stated warranty contract. I have a paper copy of the contract and do not see this to be valid in my case. The one year warranty (AS ******) is written to cover repair or replacement of the unit and states that product replacement shall constitute full limit of liability. The warranty coverage exclusions give situations for service call expenses not covered - none of which apply to my case. Replacement cost is replacement cost and I have rightfully requested reimbursement in the amount of $1,00 (purchase price + wrongful deductible).

  

  Business Response

  Date: 12/19/2023

  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 reviewed the claim and is reaffirming the settlement offer in lieu of replacement.  The estimate that was received required replacement of five different parts on a unit that is less than 6 months old.  The unit could not have been brand new and require such extensive service within the ownership.

  The customer can take the settlement and have the unit repaired if they'd like or purchase another brand.  In order to have the funds disbursed, please follow the link in the email and confirm your information. 

• Initial Complaint

  Date:11/30/2023

  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.

  Bought a washer from out of box store . Purchased warranty through CPS for additional price and piece of mind. ****** stopped working three months later. Called warranty, they sent repair man, paid $99 Co pay. Repair man came said he needed to order part. Came back, installed part. ****** did not work, said needed a different part. Came back washer did not work. Called warranty to replace or refund washer price they offered less than half what we paid even though their own policy online states "fair market value." Have contacted store to tell them the warranty is not being honored. Still have not heard back from CPS or store.

  

  Business Response

  Date: 12/13/2023

  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 settled the customer and sent a check out to the customer per the terms and conditions. 

  Customer Answer

  Date: 12/15/2023

  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]

   They did not honor their warranty. They sent us a check for 240 which was half of what we paid for our washer. I had to contact the seller who offered to refund us the other half of our money that CPS would not pay and refund us for the 50 dollars we paid for the washer. These people know that open box stores are selling their warranties and they refuse to honor their product.

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

  Customer Answer

  Date: 01/14/2024

  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:

  This is a lie! CPS did not pay out anything to us. We have not received payment from CPS regarding our claim. They only agreed to pay 250. Which we rejected. We went back to the store for a solution. CPS did nothing for us. They are a scam. Per their own words they said they are supposed to pay the original price. But they only offered us the depreciated price of 250.

   

   

   

   

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

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

  Customer Answer

  Date: 01/26/2024

  The store settled this matter. The company CPS did not. The store refunded us the money we paid for the washer and the 50 dollars we paid to receive a warranty to cover any issues. CPS is a poorly managed company that sells warries for products that they will not honor. We never received any help from this company. Buyer beware! If it sounds too good to be true it is! I will never purchase a warranty from this company again. 

• Initial Complaint

  Date:11/29/2023

  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.

  We have a covered ** refrigerator that quit working. It has been over NINE weeks since we filed a claim and no one is responding to anything anymore. The last communication from CPS was more than 7 weeks ago and they are no longer responding at all. More than two months without a working refrigerator. 9/25/23 - filed a claim, claim approved and paid deductible 9/27/23 - service center assigned - a center that does not answer the phone and has a full mailbox. Notified CPS.9/28/23 - Account Liaison assigned and cc'd. No communication EVER from liaison 10/4/23 - New service center assigned. 10/5/23 - New service center assigned. We were contacted by this one, but they don't work on ** refrigerators 10/9/23 - Original service center reassigned 10/13/23 - a tech finally comes and determines we need a part, that he doesn't have and doesn't think he can get.10/16/23 - CPS approves estimate from service center for part 10/20/23 - service center provides parts ETA of 10/26 10/30/23 - service center says new ETA is 11/6 11/7/23 - we asked if the part was in 11/9/23 - we asked if the part was in 11/14/23 - notified CPS, account liaison and supervisor that our service center was no longer responding, and asked for help. No response 11/16/23 - emailed CPS again, account liaison and supervisor asking for help. No response.11/20/23 - service center finally responds and says the are checking to see where the part is. 11/21/23 - we asked if part was in - no response from service center to date.11/21/23 - emailed CPS again, account liaison, supervisor and 7 managers at CPS. No response. At all. The worst warranty claim process I have ever experienced.

  

  Business Response

  Date: 12/13/2023

  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 reassigned the claim to HP APPLIANCES LLC to facilitate the repair.

  Customer Answer

  Date: 12/18/2023

  Attached is an email confirming I paid my deductible on September 25, 2023 for my warranty claim and repair. Today is exactly 12 weeks from that date, and I still do not have a repaired or replaced refrigerator. 

  

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

• Initial Complaint

  Date:11/29/2023

  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.

  This is unacceptable how you have once again delayed my item when you had already said it would be returned in 5 days. That was a week ago. This is Christmas season and you are destroying my holiday. I have no income and am disabled but I have a 3d printer to mJe gifts; that was until I stated this claim back November 2nd and you GM have had it almost a month and continue to DM say 5 days. This is already unacceptable as you had me ship over **** miles away rather than locally, so 5 more days plus the **** days shipping on account if the holiday season has you ruining Christmas for my children and family and that is absolutely unacceptable and I expect my item back by no later than Dec 9 2023. No further excuses will be allowed. If you miss this date, I expect to be refunded in full, because it sounds like you are scammers not intent in holding up to any of your promises! ************ ***************************** ********************** This is unacceptable. If my iden does not arrive by the 9th, I had better have a check for the entire amount by that day! Any reputable company would have had my item or money in two weeks or less, like ever other warranty company on the planet. You are not legit and will be reported to the better business bureau, Mecari, and in 5he 9th I'm filing a police report for theft and non return of my item after more than ************************************************** which I reside and will not accept excuses any further!Get BlueMail for Android On Nov 29, 2023, at 6:05 AM, Consumer Priority Service <************************************> wrote***** ********** **** **** ******* **** ***** *** **** * ***** ** ******* *** **** ************** *** *** ********* ************* ** ******* ** **** ******* **** ******* **** ******* ** **** ************** ** ********* ** ** ********* ****** *** ******** ******* *** ***** *** *** ************* **** *** **** ****** ****** *** **** *** ********* ** **** **** *** ******** **** ******* ** ****** ****** ******* ** ** ************** ********* **************** *************** ******* ** **** ***** ** **** **** ** *** ***** ** ***** ** ******** *** **** **** ******* ** **** ******** ***** ********* ** *** *** *********************** ******** ******* ********************************************************** **** ************** ******* *************** **** ************** *******

  

  Business Response

  Date: 12/19/2023

  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:11/29/2023

  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.

  Cps has refused to repair an item that was covered by the warranty I purchased from them

  

  Business Response

  Date: 02/09/2024

  Per the complaint the customer has mentioned that they will consider this resolved once a refund of the policy is issued.

  The check has been received by the customer and cashed per the bank.  Please close this complaint. 

• Initial Complaint

  Date:11/21/2023

  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 had purchased a Refrigerator / Freezer in October of 2018 with a 5 year extended warranty coverage on the Appliance. The extended warranty coverage was described as a defective unit within the warranty period will be repaired in a timely manner. If unable to be repaired will be replaced with equivalent or better.Sept 7 freezer was frosted and door not having as strong of a seal as normal. CPS, the extended warranty company could not find a repair technician in the area so they told me I had to find someone. Gateway appliance came out and determined the seal was the problem. CPS agreed to replace based on the estimate but I had to pay Gateway out of pocket initially and CPS agreed to reimburse me. When Gateway attempted to replace the seal, October 10th, they said the door was defective and would not hold a new seal adequately. CPS determined they would not approved the $900- to replace the door and I have been trying to get a fair resolution since. CPS to date has not reimbursed my out of pocket expenses. They sent me a check for slightly over $500 as they said this was their remaining liability for the freezer/refrigerator. I told them was not what the contract was summarized as covering when purchased. I have not cashed this check *********** to date summarizes this warranty ""Covers defects in materials and workmanship under normal use and service from the original date of purchase for the period specified. In most cases, standard coverage is an extension of the manufacturers warranty. This coverage does not offer protection from damage such as physical, impact, cosmetic, water or corrosion. It also does not cover lost or stolen devices.If your device qualifies for ******************** Standard Coverage, well attempt to fix it. If your device cannot be repaired, CPS will either replace the item or send you a check for the current market value of a replacement.This is a plan for the big stuff in your life. This plan is available for ovens, refrigerators, dishwashers, televisions, exercise equipment, furniture, and more. If you purchased this plan, CPS will dispatch an authorized professional local repair person to your home to repair your product at a time that is convenient for you.""I have made numerous calls without response and sat without a refrigerator and freezer since Oct 10th. I would like the company to honor the warranty by the terms they had described when sold. To date they still describe the warranty in the same manner it was described when I had purchased.Last week I purchased the exact model of refrigerator on sale for $1499- plus tax. I would like to be reimbursed for the replacement refrigerator, the $159- out of pocket expensed which had been preapproved and paid to Gateway, and the food allowance of $250-.I have spoke with several people at CPS. The most recent contact ***************************** and possibly the best one to get a follow-up response from is ***************************************** Her phone number is *************. Original Appliance and Warranty Order ******* from Appliance Connection -- Oct 1, 2018 Warranty ******* via CPS Claim ******* file Sept 7 2023 Received Refrigerator October 11 2018_5 year warranty $179

  

  Business Response

  Date: 12/13/2023

  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. 

  Customer Answer

  Date: 12/22/2023

  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    I have not heard from the business outside of what I have shared previously that CPS had sent an email stating they were sending a check without explanation.   I have been traveling so not sure if that check arrived.     

   

   

   

   

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

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

  

  Business Response

  Date: 03/15/2024

  CPS has gone above and beyond the terms and conditions of this policy.  The amount spent or repairs & settlement exceed the original purchase price.  

  CPS has a limited liability not to exceed the depreciated value and/or original purchase price.  BBB, please close this complaint as answered. 

  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:

  The agreement clearly states the item will be replaced if unable to repair.   CPS has taken the approach that it will decide how much they are willing to spend.   CPS refunded less than a third of the identical model replacement unit and continues to date to misrepresent how a major appliance failure will be processed.   

    

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