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:11/08/2023

  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.

  This is warranty service company. I have a product that is not working and a claim was filed on 9/25/23. Since then, they have missed 4 appointments (lost wages and vacation time), they approved my claim finally after someone showed up and then subsequently closed the claim. No repairs have been made and no updates offered as to when a repair will occur.

  

  Business Response

  Date: 11/22/2023

  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 service center and the parts are arriving today to complete this repair.

  Customer Answer

  Date: 11/29/2023

  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:

  This process has taken over two months. And although the parts have been received, I still do not have a working fridge. Im not going to accept any response until the service is either complete or a new item has been provided.

   

   

   

   

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

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

  

  Business Response

  Date: 12/26/2023

  Per the service center, the unit has been repaired

• Initial Complaint

  Date:11/08/2023

  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.

  In June 2022, I purchased a Frigidaire thru-the-wall air conditioner (FHTC142WA2) for $549 + $48.72 tax. In addition I paid $89 for a CPS 5 year warranty. The unit stopped working in August 2023 and I filed a claim with CPS on 9/6/23. CPS assigned a service center and a repairman came. On 9/21, I received an email from CPS offering a settlement of approximately $350 for the depreciated value of the unit, since the unit was deemed to be non-repairable. I emailed back to them on 9/22, citing their website which, at the time stated, As always, if we cant fix an item, we will replace it. On 9/29, I received an adjusted offer of $414.18. Since that time, I contacted the office twice asking to speak to a person in authority, While I have not been contacted by anyone, they have emailed another adjusted offer - $462.12.I believe their settlement offer is not being made in good faith. It is significantly less than the claim is worth. The current price of the unit is over $800. The warranty provides for replacement or settlement. There is nothing to justify a settlement offer below the amount paid for the unit.

  

  Business Response

  Date: 11/22/2023

  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.

  Per the terms and conditions, the policy was issued a settlement for the remaining liability on the account.  Once accepted via email a check will be sent to the customer.

  Customer Answer

  Date: 12/03/2023

  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:

  The business has not offered a good faith settlement.  As stated in my original complaint, the material provided by CPS indicates if the unit cannot be repaired, it will be replaced.  Accordingly any settlement offered should cover the original cost of the unit which it does not.

   

   

   

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

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

  

  Business Response

  Date: 12/26/2023

  Per the Terms and Conditions, CPS is upholding their policy to the letter.  Please see below section on "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."

  Your settlement was the purchase price less the repair costs incurred.  To receive your check, please follow the link in your email with redemption instructions.

  Please close this complaint as resolved. 

• Initial Complaint

  Date:11/06/2023

  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 have contacted the Consumer Priority Service regarding a warranty. It has been over a month and they haven't giving me a status of my repair request. I email them and the give me a run around referring it to different people. The last contact *****, indicated that he would contact me in 24 hours but 3 days have past and nothing. I have also left voice messages and no response so far. They charges me the deductible of $99.00 and the washer is still without a repair.

  

  Business Response

  Date: 11/20/2023

  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 confirmed the *** of the part to arrive on 11/15 and complete the service on the unit shortly after.  Please close this as resolved. 

  Customer Answer

  Date: 11/21/2023

  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:

  It is currently 11/21/23 and haven't received status of the repair. No one has contacted me with a resolution. 

   

   

   

   

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

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

  

  Business Response

  Date: 12/19/2023

  Per the service center, the part is on a national backorder.  Our rep ****** is communicating with customer to keep them informed. 

• Initial Complaint

  Date:11/03/2023

  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 purchased a hot tub with the CPS Warranty, the tub broke within 2 months and I have been dealing with ***** for the past 4 months trying to get it repaired or replaced. He says he is still waiting for an answer and will issue a refund when its approved. I would like to purchase another hot tub asap, just waiting for a refund or for them to send a replacement. Horrible customer **********************.

  

  Business Response

  Date: 11/17/2023

  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:10/20/2023

  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.

  I purchased a sectional and an ottoman with the CPS coverage on 5/26/2021. This coverage is supposed to be good for 5 years and it's supposed to be for standard coverage and accidental damages.The ottoman is sagging and I opened a claim. After waiting more than 2 months for a visit, the claim was denied because they said it is a "wear and tear" issue.When you buy an ottoman with warranty, you expect that if the product has a defect within the warranty issue it will be fixed, but CPS seems to be avoiding addressing this issue and coming up with excuses not to fix the problem.What is the point of warranty if when you need it they will do whatever they can to deny it?This outcome does not reflect the marketing sales pitch for the product and I feel that I have been deceived into buying a warranty that does no good for me.

  

  Business Response

  Date: 11/03/2023

  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 initiated a settlement process for the customer.  Please reach out to ************ and speak with ************************* for assistance. 

  Customer Answer

  Date: 11/03/2023

  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 already talked to ***** and he is the one who denied my claim. I would like to have my ottoman repaired under the current warranty that was purchased for this product.

   

   

   

   

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

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

  

  Business Response

  Date: 11/12/2023

  CPS has sent the customer an email for the full remaining liability going above and beyond the terms and conditions.  Once the customer accepts, they will receive a check.

  Customer Answer

  Date: 11/13/2023

  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:10/20/2023

  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 bought a warranty for my stove with this company.- On 9/6 I submitted a claim due to one of the burners on my stove not working.- On 9/11 I was connected to a repair shop to fix this issue. That same day that company called me to tell me they dont work on my brand of stove.- I emailed CPS on 9/11 to get help, after not getting a response i emailed them again asking for help - 9/13 CPS finally responded and connected me with another company. - 9/15 this new company sent someone to my house. They looked at the stove for 5 minutes then walked out of my house. When i questioned them on next steps they said they had to order the part and someone would contact me to schedule the actual repair.- 9/18 I emailed CPS again telling them what happened and that I have not been followed up with. CPS emailed me back the same date saying that i can expect an email with additional information.- 9/23, I had still not received any communication, so I emailed CPS again asking for help.- 9/25 they responded saying they were CC'ing the liaison assigned to my claim.- On 9/26 I emailed CPS again as i had not been followed up with. At this point I requested their ***'s email address to submit a complaint. They responded saying they are reaching out to my stove manufacturer for status.- 9/28 I followed up again with CPS as I had not heard anything. Again I requested the *** email address.- 9/29 I emailed CPS again as i had not been followed up with.- I then found out that the second company they sent to my house was unable to order parts for my stove. So they connected me with another company to fix the stove.- The 3rd company came to my home, looked at the stove for 5 minutes and said they had to order the part. - 10/13 I emailed CPS asking for a refund - 10/16 CPS sent me an email apologizing and said someone would reach out within 24hrs. This never happened - I emailed CPS again on 10/17 and 10/19 - I still have not been contacted by CPS

  

  Business Response

  Date: 11/03/2023

  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:10/13/2023

  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.

  I purchased a 5- year renewal of extended warranty on three kitchen appliances. The agent represented that the renewal would have the same terms as the original 5-year warranty coverage of all parts and labor with no additional out of pocket costs or deductibles whatsoever. When I submitted a claim 8 months later, CPS demanded a $600 service fee to even assess the problem with my refrigerator. They also claim there is a $150-200 per claim charge for work on my oven and dishwasher. I never received a copy of the warranty and never received any disclosure of claim charges when I paid for the warranty. To the contrary, I received an email from the agent confirming receipt of my payment and saying all parts and labor are 100% covered. I have communicated with Customer ********************** and the *** ****** and received no response. I need CPS to honor the terms of the contract my appliances should be fully covered with no additional costs whatsoever. This is a bait and switch scheme. I never would have purchased the warranty extension if these so-called service fees had been disclosed. I paid $1037.37 for a 5-year warranty renewal that is worthless to me.

  

  Business Response

  Date: 10/26/2023

  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.

  Per the terms and conditions of the renewal policies, a service call fee also known as deductible, must be paid prior to service being dispatched.  A copy of the terms can be found here: ********************************

  Please complete payment so we can proceed with service.  Alternatively we can offer a refund of your policy. 

• Initial Complaint

  Date:10/12/2023

  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.

  On December 19, 2023 my wife bought a ********** and a 3 year product replacement warranty from Consumer Priority Service. The power bank stopped working, and so I contacted them for a replacement, they told me they cannot replace the product, even though they sell a warranty called "3 Year Product Replacement under $149.99" I would like for them to replace or repair the product or to change the name of their warranty, since they are not willing to replace the product. I find their policy highly misleading. Since then the product has gone up, the amount they are offering does not cover the cost for me to replace this with a new product. Please see the attachment for details

  

  Business Response

  Date: 11/03/2023

  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:10/10/2023

  Type:Customer Service 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.

  Please dont purchase this warranty . If they have to repair unit theres only x amount they will put towards your appliances or claim will be denied.. bought refrigerator Ice maker never worked they sent technician million time to repair now sorry no money left in your contract ! Thats not how a warranty works if the customer isnt the one making the decision to spend the money to repair the they deduct the amount

  

  Business Response

  Date: 10/23/2023

  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:10/06/2023

  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 submitted a request for service 06/2023 Claim Id: *******, they sent a repair man after 7/4/2023. He submitted the quote for the repair and they have given me the run around since. I keep requesting follow up on my case, on 8/30/2023 they cc ************************* to follow up directly w me which she did not. On 9/28/2023 they appointed a new repairman I just got off the phone w/ him. Today is 10/5/2023 he informed me he does not cover my area and CPS is well aware of this information so he doesnt understand why they would appoint my case to him. His advice was to get on the phone with them and give them a piece of my mind, he said hes been getting a lot of complaints from his customers who are dealing with CPS. Which is extremely difficult when their hours are Mon-Thurs 9-5 EASTERN time and Im in **********. How disappointing all the hoops I have to jump thru to get a service that I have rightfully paid for. I paid this company $744 total for extended warranties on all my appliances and I can not seem to get my oven repaired. The fall season is upon us and I need my oven to be repaired.

  

  Business Response

  Date: 10/27/2023

  Thank you for taking the time to file your complaint with the BBB. Our compliance department is reviewing everything internally to ensure all of our internal processes were followed correctly. In the interim as we have told you previously, your product is still covered under BEKO manufacturers warranty and you should be reaching out to them directly. Their warranty supersedes our extended warranty. Please refer to the link below indicating BEKO's warranty.
  *********************************************************************************
  Pg. 61