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:06/20/2023

  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.

  In August 2021, I purchased a ********************* Stove from Goremans in ************, **. We purchased an extended warranty from CPS Warranty when we purchased the stove. About 3 months ago, the stove stopped working correctly. We contacted ******** who contacted CPS. We were advised the stove was out of the 1 year original warranty. ******** got permission from CPS to send out a certified repairman, who determined the stove had a catastrophic failure and would need to be replaced. He came two days to inspect it. This was on May 22, 2023. ******** advised they notified CPS of the report. However, as of June 8, 2023, we had not heard anything from CPS. On that date, I called CPS and they claimed they never received a the repair report. I made contact with ******** and they RESENT the original report. I spoke with ****** at CPS and she said they had all the information and we would have a decision in ***** hours. This didnt happen and I called CPS back to be advised that case worker ************, was now in management review and it would now take **** days for an answer. She has now ignored two emails asking for an update. CPS is playing games with the hopes we will forget about it. My family is without a basic necessity and CPS is trying to find a way out of our warranty CONTRACT. I could really use BBBs assistance. The claim number is *******.

  

  Business Response

  Date: 06/30/2023

  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 sourced a replacement unit with an ETA of July 17th delivery date

• Initial Complaint

  Date:06/20/2023

  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.

  We purchased a Bosch stainless steel counter depth French door 2 drawer refrigerator from a local appliance dealer on October 29, 2018 and at the same time we purchased a 5 year extended warranty with Consumer Priority Service. In September, 2022 we noticed that the refrigerator was not cooling. CPS was contacted. They set an appointment creation date of September 11, 2022. CPS claim number is *******. On October 22, 2022 the repair person sent by CPS determined that our refrigerator was not repairable. CPS then wanted an estimate from a Bosch authorized service provider. On November 11, 2022 a Bosch authorized service provider gave us an estimate of $689.38 for the repair. The repair man was unable to order the required part directly from Bosch so he ordered the part from a third party. CPS did approve the $689.38 estimate. On November 23, 2022 the same Bosch service provider came to replace the defective part but he was sent the wrong part. He informed us that the required part was not available from Bosch and CPS was notified of this.In April, 2023 the required part to repair our refrigerator became available. On June 1, 2023 a different Bosch authorized service provider came to our home as the first provider is no longer working.The second provider found additional parts were needed for the repair and provided us with a repair estimate of $1373.01. All parts for this repair are now available from Bosch. This estimate of $1373.01 was sent to CPS on June 1. CPS informed us on June 2 that they were unable to open the attachment of the estimate which we sent. On June 2 we resent the estimate in a different format. As of June 19, we have had no response despite email and phone messages to CPS. According to the warranty agreement, CPS will pay to repair our refrigerator as it has been deemed repairable. We want our refrigerator repaired per the warranty agreement for the estimate of $1373.01.

  

  Business Response

  Date: 06/27/2023

  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 approved the repairs.  We are maintaining close contact to ensure the final completion of the repair.

  Customer Answer

  Date: 06/28/2023

  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:06/06/2023

  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 bought a brand new GE refrigerator in April of 2022 with a warranty through Consumer Service Priority (CPS). Brand Name: GE Model Number: GFD28GYNFS Serial Number: ********** On May 10, 2023 (3 days before hosting my baby shower at my house) the fridge stopped worked. I filed a claim on May 10 at 8am with CPS. A tech came out on May 13 to identify that the problem was with the compressor and told us this was a known problem with the way this model fridge was made. This has also been confirmed with my neighbors as well. I also bought this exact fridge four years ago and had zero issues so I know they changed the way its made. The tech told us the soonest they could get someone out was May 29, which to me was absolutely unacceptable especially for having a warranty and for being 8 months pregnant. We called and escalated multiple times, asked for a replacement fridge or a sooner resolution only to be told that the parts were on backorder (obviously due to this known issue). The last communication I had was that the part would be in June 2 and I would be receiving a call then. If it wasnt fixed they would replace my fridge with a new one. Well June 2nd came and went and no one called me, answered my call or responded to my email. So here I am 9 months pregnant going on 1 month without a refrigerator when I paid for a warranty and a brand new fridge. Please help me get this resolved. Thank you *******

  

  Business Response

  Date: 06/20/2023

  CPS is actively working to resolve the customer's claim as quickly as possible. While we would love to assist the customer in any and every way possible, ******************** cannot take responsibility for a design flaw in a product designed and sold by a separate company.

  We will continue to communicate with the customer and a supervisor has been assigned to monitor and reach out to the customer directly to help resolve the matter. 

  Customer Answer

  Date: 07/17/2023

  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 warranty is meant to protect the consumer should the product fail within a the warranty time frame. CPS claiming that they are not responsible for a product failure is not acceptable and does not meet the needs of the warranty. The original claim was submitted over two months ago and is appalling that they have not resolved it in a timely manner. At this point I would like to be reimbursed for the warranty and will replace my own fridge. 
  thank you

   

   

   

   

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

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

• Initial Complaint

  Date:05/22/2023

  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.

  I purchased 2 chairs in November of 2022. I purchased 5 year warranty with them. Last month the chair broke. I submitted a claim. Warranty is not resolving the issue because they cannot locate a repairman. If they will not repair the chairs then they can refund the purchase.

  

  Business Response

  Date: 06/05/2023

  CPS has reached out to the customer and is awaiting their follow-up. We will resolve the matter directly with the customer as amicably as possible.

  Customer Answer

  Date: 07/19/2023

  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]

   

  CPS tried contacting me but did not get a hold of me. It took a further 2 months of me calling and emailing them to finally reach someone. They are still refusing to repair a defect in my purchased item that clearly falls within the scope of their warranty. They are only offering a refund of the warranty I purchased. 

   

   

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

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

  Customer Answer

  Date: 12/14/2023

  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:

  Hello.  complaint #********. I have been trying to get this company to refund my policy and they just keep delaying. I tried submitting another complaint through BBB but you denied it due to being a repeat complaint. I don't know what to do next. It has been almost a year since I started this process. This was the companies response in August the the refund...
  
  HI ****,
  
   
  
  Thanks for reaching out. I have submitted this to our accounting department for further assistance.
  
  Please expect an update email on your warranty refund.
  
  Thanks!
  
  -*****
  
    

   

   

   

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

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

  

  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:05/19/2023

  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 made a claim through the company's web portal on a dishwasher that was not functioning. I was told they could not find a repair person on the ********,** metro area and I would have to make the appointment myself and send CPS the estimate for repair. I did this and was told i would have to pay out of pocket for the service call but would be reimbursed. After the initial repair that i scheduled the repair technician was not able to correct the issue and was guided by the dishwasher washer manufacturer to try another part. I received another quote from the repair conpany and forwarded to cps warranty. They would not pay for the added part but offered a settlement. I had a question regarding the settlement amount and have not heard back. I have emailed and called multiple times and only got an email response when i mentioned i was going to place a complaint with the BBB. The email response said i denied the settlement amount to which i responed i did not but i had a question regaurding the amount.

  Customer Answer

  Date: 05/19/2023

  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:05/12/2023

  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 '2 year replacement audio program" while I purchased some ******* galaxy pro earbuds repaired or replaced in case of damage. Cost of headphones, $199.99.Cost of cpt 2 year replacement audio program ***** The headphones stopped working, I sent them in and they said they could not be repaired (I'm guessing they didn't even try because it a new case probably would have fixed the issue since they just wouldn't charge)They asked me to accept a $75 refund. The earbuds are the same price as 2 years ago on the ******* Website $199.99 ************************************************************************************************ the other comments this seems like their business model.

  

  Business Response

  Date: 05/12/2023

  Customer's settlement contained a clerical error, resent settlement for the correct value of the item. CPS will be following up with the customer to explain and set the correct expectations going forward.

  Customer Answer

  Date: 05/18/2023

  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.

  But only because I complained here. I told the person who originally contacted me many times that he was incorrect with no effect. 

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

  
  

• Initial Complaint

  Date:05/03/2023

  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 had purchased a drone and also an insurance thru cps to cover the drone. The drone broke so i had the insurance try to fix it but they keep saying because of the pandemic they were not able to fix it. But Ive been waiting for it and still they have not fix it. Im thinking since they cant fix it and Ive paid for insurance shouldnt they either just get me a new one or refund my money? Ive called them so many times I cant even count. If they cant fix it they should just just refund me the money I got the drone for. Otherwise if I knew cps wasnt going to do anything, I would have not even bought a drone in the first place

  

  Business Response

  Date: 05/09/2023

  As per the *** of the customer's product, one or more of the parts necessary for repair is no longer available/on indefinite backorder. Per our terms, any non-servicable items due to *** service option availability are not covered by the plan. CPS will resolve with the customer accordingly by returning their drone and refunding their policy if applicable.

  Customer Answer

  Date: 05/10/2023

  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:04/06/2023

  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.

  Purchased a refrigerator 2/13/23 from appliance 4 less. made a claim 3/28/23 for several issues with the unit. Was asked to pay the ***** deductible, which I did and was sent an email 4/5/23 that there are no service providers in my area and that I would have to find a service provider, pay the diagnostic fee and submit an invoice to be reimbursed. Upon setting up the appointment with the service provider that I found, I was told by CPS that the service provider could not repair the unit because the party I hired does not work with third parties. I then sent an email back 4/5/23 asking on who would then repair the unit if they would not pay the service provider that I had hired to complete the diagnostics. As of yet I have received no response. This has been a jump through hoop after hoop situation and I just want my refrigerator repaired per their contract to do so.

  

  Business Response

  Date: 04/18/2023

  CPS has settled with the customer to fulfill this claim.

  Customer Answer

  Date: 04/19/2023

  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 have not been fully reimbursed for out of pocket expenses (******) and the amount of the settlement a little over 1.100.00. I wish to keep the claim open until all funds are received. I have had no updates on the ****** reimbursement from 4/7/23 nor the settlement check 4/14/23

   

   

   

   

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

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

  Customer Answer

  Date: 04/29/2023

  Checks were received however, the settlement check in the amount of ******** was not signed so it is not able to be deposited, a copy of the check is attached

  

  Business Response

  Date: 05/01/2023

  The check sent to the customer contained a clerical error. This was addressed today as soon as we received notice from the customer of the issue. A payment was processed via a known electronic payment processor as agreed to by the customer.

• Initial Complaint

  Date:04/04/2023

  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.

  We purchased a new ASKO Dishwasher from Mile High Appliances and added a 5 year replace or repair warranty from Consumer Priority Services on the unit. It is now year 3, and the unit has died due to a faulty control panel. It was reported and they instructed us to have a repairman diagnose the issue. The repair would cost just over $1,000. CPS chose to pay for the replacement, but then only offered $650 to cover the expense INCLUDING the $139 we had to pay out of pocket for the diagnosis. The cost of the replacement for the same unit is $1,499. While there has been multiple phone calls and "we will look into it," they have refused to cover what the warranty originally promised. We have tried to work with them, but we are now 6 weeks without a dishwasher and over one week of that time is just waiting for their responses.I do not believe they ever intended to honor their warranty and warn any consumers or dealers to NOT use their services. We will now attempt to collect in court, but it shouldn't have to be this way.

  

  Business Response

  Date: 04/04/2023

  The customer purchased a product for $899 and a contract with a limit of liability that *** not exceed that amount. To quote the terms and conditions: 
  
  "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."

  CPS received this complaint WHILE ON THE ***** with the customer discussing this matter and looking to negotiate an amicable agreement. We exceeded current market value of the customer's covered item by $100 in an offer during that conversation, separately from rembursing him for incurred service costs as agreed upon (which was part of the customer's original request).

  Lastly, the customer allegedly intends to pursue this matter in a court of law. As per the BBB's own bylaws, that would supercede any complaint submitted.

  Consequently, we request erasure of this complaint for the following reasons:
  
  1) No lack of communication with the customer - we were actively on the phone with the customer AT THE **** OF RECEIPT OF THIS COMPLAINT with the express purpose of discussing his request and negotiating in good faith.

  2) Customer is attempting to supercede his policy's terms and conditions based on nothing but his own assertion that a non-descript replacement product costs $1600.

  3) Customer is indicating he will be addressing this on a legal platform which the BBB does not have purview over.

  Customer Answer

  Date: 04/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Due to an unintentional error timing, this complaint was filed prematurely. After discussions with company representatives, I believe that a resolution to find that a satisfactory resolution will be reached and I am withdrawing my formal complaint. 
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/30/2023

  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.

  Hello, I purchased a TV from ******* on Nov 27th, 2022. CPS full accident coverage insurance was an option for hundreds more to fix or replace with an accident. The worst happened and 4 months later, I had to file a claim for a new TV. They offer $835 less than it would cost to replace. CPS offered $1047.99 as a cash offer. To repurchase the same TV is *******. They make a false claim to consumers to cover you if there is an accident. They are offering 60% of the replacement cost instead of what they promised. I want my TV replaced like I paid a lot for. I don't think they should be allowed to deceive consumers like this.

  

  Business Response

  Date: 04/10/2023

  CPS has reached a resolution to this claim directly with the customer and satified the policy as per terms and conditions.

  Customer Answer

  Date: 04/16/2023

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