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:09/28/2023

  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 holds the warranty for my refrigerator. My refrigerator broke and the service person CPS sent to fix it did not fix the original problem (water line not working) and caused significant damage. The water now leaks into the freezer and has damaged the freezer and my floor. I have been trying to get support since June 12th with phone calls and weekly emails but have not received any support.

  

  Business Response

  Date: 10/10/2023

  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.

  A new service dispatch was set up directly with ******* to repair the customers unit. 

• Initial Complaint

  Date:09/27/2023

  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 purchased a warranty through CPS that would cover the freezer in the event the manufacturer's warranty expired. My GE freezer quit working a little over 1 year after I purchased it, so I filed a claim with CPS. I filed a claim Feb 2023 and it is still not resolved as of today. Supposedly, CPS is working with GE to get a replacement. Each time I ask for an update, I get the response that it will just be "a few days". It's been 7 months without my freezer and I need it to be replaced.

  

  Business Response

  Date: 10/10/2023

  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 ordered a replacement unit from GE direct and will be shipping it directly to the customer.  Please be on the lookout for follow up communication regarding delivery

• Initial Complaint

  Date:09/25/2023

  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 an extended appliance warranty (#*******) from CPS for a new Kitchenaid Refrigerator at time of purchase. Warranty was registered on 09/16/2021. 08/23 - initial claim submission online stating my right side refrigerator door does not operate smoothly and makes a large popping sound when opening and closing.09/01 - CPS arranged for their technician company to check out appliance, tech investigated door and noticed several cracks in the plastic beneath the door hinge area that are not allowing the door to operate properly. He took pictures and submitted a request to CPS for a new door to be ordered to rectify issue. He stated this issue could get worse and eventually the door could fall off and hurt one of my children. Since there was no impact or physical damage surrounding this area, this was deemed defective in workmanship/materials.09/07 - CPS sent email denying my claim indicating their plan is an extension of the original equipment manufacturer's warranty and covers those same type of issues. CPS stated the denial was due to physical, impact, cosmetic or water damage and isn't covered under the original manufacturer's plan or the CPS plan.09/12 - Submitted my claim denial on-line for "internal review" with CPS manager. I took photos of my appliance overall and better pictures of cracks causing the issues. This was also to show them that there is no possible way I could have caused physical impact to this area due to the location of cracks beneath the door hinge.09/21 - Claim was still denied due to "physical damage" and not covered under my extended warranty.I called kitcheinaid to see if they could help and they stated that this type of issue would be covered under their original 1 year warranty as "defects in workmanship/materials" and that this should be honored under my legally binding contract with CPS. I'm looking for CPS to do what is right. We entered a contract, a service I paid upfront for, and expect them to honor their agreement.

  

  Business Response

  Date: 10/06/2023

  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.

  The customer's unit was presented with physical damage which is not covered as per the terms and conditions of our policy.  Unfortunately this claim is denied.

  As a courtesy, we can offer the customer a refund for the premium paid for the policy. 

  Customer Answer

  Date: 10/21/2023

  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. I am awaiting payment for my service policy from CPS.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:09/20/2023

  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 CPS' "25 Furniture Combo" warranty when I purchased approximately $23,000 worth of furniture from a local furniture store. Before purchasing the warranty, I questioned if accidental damage was included in the warranty, and the furniture store representative assured me the warranty covered a total of $10,000 of damage for all of my furniture. Within six months of purchasing the furniture, I filed a claim with CPS for accidental damage to multiple pieces of the furniture. CPS originally told me that the warranty covered only my sofa, not all of my furniture. After arguing with them that all the furniture was included in the coverage, they changed their statement and agreed all of my furniture was covered. In December of 2022, they tried to send a repair person to my home to repair my furniture. Due to the holiday, I couldn't accommodate them then and told them I would follow up in 2023. They closed my claim. In 2023, I completed the laborious online process to file an individual claim for several pieces of my furniture. The first warranty rejection email CPS sent me stated they did not understand what I meant in my claim by "tears in the leather." What? How much more descriptive can I get beyond saying, "The leather is torn?" They then required me to upload multiple images to show them what I meant by "tears in the leather." I received emails stating my images were under review and that I should hear from them within two hours. I didn't hear from them until the next day when I received an email stating all of my claims were denied because they deemed the accidental damage to my furniture to be "wear and tear," and wear and tear is not covered by the warranty nor is it the same as accidental damage. I immediately called CPS, and the customer ********************** rep parroted what the email stated. When I asked to speak with a manager, "none were available." They have denied a reimbursement of the policy as well. This after agreeing to repair the damage in 2022.

  

  Business Response

  Date: 09/29/2023

  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 representative ****** is in direct communication with the customer to resolve their inquiry.  

• Initial Complaint

  Date:09/19/2023

  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 purchased a car battery through a distributor onlinecarstereo.com 9-16-2020. The product in question is an xs power d3400 battery. The manufactures warranty expired 9-16-2023. But I have purchased an additional 2 year warranty from cps and they said that they would not honor it. I spoke with 2 people. A ***** from this company and a woman named ********************* today. Both refused to honor the warranty and I dont understand why. They both said that the manufacturer only has a 1 year warranty and Im 3 days out of the warranty but the manufacturer says that they offer a 3 year warranty and I have the disclaimer on their website saying that they offer a 3 year warranty. So cps must honor their 2 year extended warranty.

  

  Business Response

  Date: 09/29/2023

  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 warranties begin 1 year from the date of purchase. Please see relevant dates below:

  Product Purchase Date:
  9/16/2020

  Coverage Start Date:
  9/16/2021

  Coverage End Date:
  9/15/2023

  All of this information was sent to the customer along with their terms and condition when initially purchasing the policy.  Please close this complaint

  Customer Answer

  Date: 10/02/2023

  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]

  The manufacturers warranty is 3 years. After this period then the extended warranty kicks in. All of this information was already given to cps.

   

   

   

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

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

  

  Business Response

  Date: 10/10/2023

  As mentioned in our last reply, CPS warranties begin 1 year from the date of purchase, not after the manufacturers warranty.  Below is the timeline

  CPS warranties begin 1 year from the date of purchase. Please see relevant dates below:
  Product Purchase Date:
  9/16/2020
  Coverage Start Date:
  9/16/2021
  Coverage End Date:
  9/15/2023
  All of this information was sent to the customer along with their terms and condition when initially purchasing the policy.

• Initial Complaint

  Date:09/08/2023

  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.

  I purchased a warranty from this company. My freezer broke. They were extremely slow to send a repair company out. The repair company deemed the freezer unrepairable. BUT even though CPS sent them out they stated I needed another company to go out there for a second opinion. The second company came to the same conclusion. Ive been waiting 6 weeks now (over 4 months) since my freezer went out for them to approve a replacement. Every time I reach out to *****, she apologizes and states that she is working on the claim but I never receive any updates from her unless I leave her multiple voicemails and emails. Im at the point of considering hiring an attorney to expedite the process.

  

  Business Response

  Date: 09/29/2023

  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.

  Replacement options have been sent to the customer for them to pick out.  Our liaison ***** has been in contact with the customer

  Customer Answer

  Date: 10/10/2023

  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:

  They have reached out to the manufacturer who has offered 40% off the purchase of a new freezer. The terms of CPS warranty states that they will issue a check for the current market value of the freezer. Offering a 40% discount on a freezer that is only 1.5 yrs old does not resolve the issue at hand or fulfill the terms of the warranty. If I wanted a discount from the manufacturer, I would have reached out to them directly. CPS is simply acting as a liaison and attempting to rid themselves of any responsibility to replace the freezer.

   

   

   

   

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

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

  Customer Answer

  Date: 10/27/2023

  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]

  I am not being "made whole". CPS has offered to pay 40% of the cost for a freezer that is less than 2 years old and was determined to have a defect from manufacturer. The settlement check that CPS is offering only covers 1/3 of the replacement cost of the freezer. Frigidaire has no record of any type of reimbursement. The freezer costs $2998.00. CPS is offering a little over $960. I would have to put out over $2,000 out of pocket for a replacement in addition to taxes, delivery and warranty fees paid. 

   

   

   

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

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

  

  Business Response

  Date: 11/12/2023

  A settlement has been prepared for the customer, please call us at ************ to discuss the details

• Initial Complaint

  Date:08/29/2023

  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.

  Our tenants refrigerator stopped working after only 8 months. Since it is under a year, we went through our ******************** to get this fixed. It has been almost one month since we contacted CPS and we still do not have a working refrigerator. There have been no attempts at repairs or even a repair scheduled. I have had to be on top of CPS, emailing or calling, to get any answers or updates. They are not proactive and say we will have a response is ***** hours. Our agent did attempt to shorten the wait time once to 24 hours but after that time passed with no updates I had to reach out again and ask what is going on to which I get the same response We are looking into it. You will hear in ***** hours. After 3 1/2 weeks of this I am still left with nothing, no expectation, no scheduled repair and no answers. Since I contacted CPS August 7th, we had to wait a week to have one of their approved technicians come out and diagnose the problem. CPS was made aware of the findings almost immediately August 14th and we have yet to have someone contact us to fix the issues. I asked for an update on August 22nd and never heard back. I had to call again today August 28th and my update was yet again you will hear in ***** hours. Going one month without a refrigerator, in the middle of summer with children at home is unacceptable! All our tenants grocerys needed to be replaced, we were unable to collect rent due to this situation and bought a temporary fridge! On top of these expenses lost, we already paid the $99 deductible to schedule a repair that hasnt happened! The lack of communication or urgency from CPS has made this a very difficult situation for ******** relationship with our tenant. We need this resolved as soon as possible. I will never use CPS again and will advise others to do the same.

  

  Business Response

  Date: 09/12/2023

  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 that the customer is on schedule for repairs for their appliance.  We will be monitoring the claim closely until a resolution is achieved 

• Initial Complaint

  Date:08/24/2023

  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 for my Ilve Range and the coverage guarantees 100% coverage to repair or replace for the 5-year term. When an issue arose, CPS decided the service fee from the local company was higher than they wanted to pay so directed me to contact them and offer $100. I was told by that company they had spoken with CPS and already said it was $185 was just to diagnose the issue and not repair it and also that they needed a card on file - CPS did not want to pay the fee so offered me $100 to figure it out myself. This is not the terms of our contract and it is also not an adequate amount to resolve the issue. When pressed, CPS just ignored my repeated emails. When I called in they said they could reimburse me the $219 for the warranty - this is not the solution I expect when I file one claim in 5 years.

  

  Business Response

  Date: 09/15/2023

  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.

  The manufacturer is not providing support for this brand and we were unable to locate a service center to work on the unit.  CPS suggested a service provider who is willing to work on the unit but only directly with the customer.

  ******************** will reimburse the customer for the diagnostic fee and review the estimate of repair.  

  Customer Answer

  Date: 09/29/2023

  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:

  Good morning, I just received my first response from the Better Business Bureau and this complaint has not been resolved. The company never contacted me and I have not seen a previous email from the Better Business Bureau. What do I need to do to re-open this?  The company has ignored all communication I have sent them.  

  Sent from my iPhone

  
  
  

  
  
  
  
  
   
  

  Customer Answer

  Date: 11/30/2023

  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 issue has not been resolved. The company told me to call a certain number and ask for an individual, but when I called, it rang to a different department, and when they answered, they supposedly patch me through to the named individual. It must have rang for 10 minutes to no voicemail and nobody answering. It's a bogus resolution offer, and this complaint should not be closed. They are certainly not acting in good faith, and they are not upholding the terms of their contract. 

   

   

   

   

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

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

  

  Business Response

  Date: 12/18/2023

  CPS in in communication with the customer to assist them with resolving their claim.  

• Initial Complaint

  Date:08/23/2023

  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 warranty for my kitchen appliances through CPS. My kitchen exhaust hood had recently stopped working. It was made by a brand called Zephyr. CPS sent someone from a company called Dial Appliances. The technician they sent was was not at all familiar with Zephyr exhaust hoods. As a result he was there for under 10 mins. He told me it was a supply power issue, which it was not. The unit has power and I have proof of that which I will upload. I then received a warranty update from CPS saying that the claim has been changed to locating status which means it is up to me, to find a technician because they cant seem to find one. They also told me I have to pay for the repair and that they will reimburse me. I asked them how will I be able to find one if they cant. I also asked why should I have to put out more money when I already paid for them to warranty my appliance. The service I paid for was for them to find and fix my appliances, why should I have to find and have it fixed on my own? They are not supplying me with the services I paid for. Why would they take payment on an extended warranty for a company they dont have contacts with? Please help me resolve this with them.

  

  Business Response

  Date: 09/01/2023

  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 located a service center and obtained an estimate on 8/30/2023 which is currently under review.  CPS will update the customer directly for the completion of this claim. 

• Initial Complaint

  Date:08/17/2023

  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 bought a GE Profile series **** refrigerator, ********** from ******************* on 5/12/22 and also purchased an extended warranty thru Consumer Priority Service (CPS)warranty # ******* On 7/2/23 my refrigerator and freezer completely stopped working. Due to the weekend I contacted CPS on 7/3. I was given a claim number of *******. I was told they would be contacting me and would have someone to my home before the end of that week. When they emailed me back, I was given an appointment on 7/11/23. I explained I am a disabled person who does not have full use of her legs and am unable to travel to the store each day for grocery. A technician arrived on 7/11 but said they hadnt dealt with too many of this type of refrigerator but ordered some parts. He made an appointment for someone to return on 7/25. In the interim, I was I contacted by ******************* from CPS who assured me that she was doing everything she could. She gave me her email and told me to contact her with any issues. I attempted to reach *********** on several occasions by phone and at least 6 times by email without a call back or email response ..pA GE representative came to to house on 7/25. My family was away on vacation from 7/28 until 8/6. We returned to find the refrigerator, ice make and freezer not working properly. Again we reached out to CPS. Again I was not able to speak to ***********, I spoke to an another rep who answered the call. I was given a new claim number of *******. A GE rep showed up today and told me that he had in his records that my refrigerator freezer was 8 years old and that because I contacted GE I had to pay for the service call. GE rep left while I attempted to contact CPS again with no resolution in sight. I requested the name of the president of the company and no one there knows who it. The biggest issue is that my family and I have without a working refrigerator for over a month.

  Customer Answer

  Date: 08/21/2023

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

  

  Business Response

  Date: 09/01/2023

  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 dispatched GE factory service to repair the unit which they completed per manufacturer specifications.  The customer has reached out again advising that the unit is still failing and CPS offered the option of a rework through GE.  We are awaiting the customers response regarding the rework.

  Please reach out to CPS to proceed with a rework if needed. 

  Customer Answer

  Date: 11/07/2023

  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]

   

   My refrigerator still dos not work properly after 4 service calls already.  CPS gives customers the run around until the customer gives up. I have spent hours waiting for service calls that still have not resolved the issue with my refrigerator. 

   

   

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

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

  

  Business Response

  Date: 11/20/2023

  CPS is reaffirming our statement:  The unit was not deemed unrepairable by GE factory service.  The unit is still under warranty with CPS and we are happy to dispatch service from GE under our policy.  We cannot send a service technician if the customer will not allow us to.

  If you do not want service on your unit, we can offer you a refund of the premium paid for the warranty.  If you would like service, please call us at ************ and reference warranty ******* to file a new claim.