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.

close

Find a Location

Consumer Priority Service Corp has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/29/2023

  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 purchased a 4-year warranty through CPS when we purchased our ** washer in June 2020. In February 2023 we required repair. I contacted CPS to arrange a warranty repair. The ** tech came out, diagnosed the problem, ordered a part & left. Once the part arrived the ** tech came & installed the new part but did not put our washer back together properly. The new part was faulty & CPS refused to send the tech again for repair. I independently ordered a replacement part at a cost of $160. When the part arrived, it was intact. I contacted CPS again for repair, reiterating the old part was faulty & proof was the intact new part. Finally, CPS agreed to send ** out again to replace the faulty part but said ** would bring their own ******** could return my part for a refund. While waiting for the ** tech, my washer suddenly filled with brown goo - nothing I have seen in my lifetime of washing clothes on multiple machines. The ** tech arrived, did not bring a new part, & blamed the goo on us (my washer is always kept pristine). We then hired a 3rd party repair service we previously used for another appliance repair. The team arrived, removed the faulty part & installed the new part. They also discovered brown dust/dirt all over the inside of the machine mechanics. The ** tech had seen but said nothing about the brown dust/dirt. Turns out, ** placed tape over an opening where concrete dust is inserted for balancing. Historically this is sealed at the factory, but not in this case. The tape had come undone and brown dust/dirt leaked out. The repair team replaced the tape, installed the new part, returned the s**** left by the ** tech to its proper location & advised on cleaning methods for the machine. We incurred an additional cost of > $350. I contacted CPS via email for warranty reimbursement. They assigned me to ********* via email then - nothing. I've since contacted CPS 3x & they refuse to respond. They took our warranty payment but refuse to provide warranty services.

  

  Business Response

  Date: 04/10/2023

  CPS will be reaching out directly to the customer to resolve their claim in accordance with the policy terms and local ordinance. 

• Initial Complaint

  Date:03/14/2023

  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, an extended warranty service, sold me a $400. warranty after my 5 year manufacture's warranty ended, on two appliances. The contract stated that under this warranty, my appliance would be repaired or replaced due to the machine breaking over time. When I called for service, the 4 service visits, in coordination with the manufacturer, deemed that a new electronic panel was needed. This cost, the warranty company claimed, was more than the value of the machine, so they simply offered me a settlement for less than the cost of the warranty, nor repairing or replacing my machine. I am out 400, out a dishwasher, all 10 weeks later. What kind of insurance or peace of mind is that? CPS and Cover Your Assets is a scam. They neither repair nor replace - what the warranty says it covers, if the terms aren't good for them - meaning, if it's too costly. Therefore, this is not a warranty, it's a money-maker for them. Their settlement is made to sound generous, but refunds my warranty, so I am back to square one. If you look at the similar complaints at BBB, it is all the same. Becuase they have determined that your used appliance value is not worth much, covering a repair that costs more than the used machine, will tend in the cards. to not be in the cards. Do Not Purchase a Warranty from CYA, CPS - it will neither net you a repaired nor replaced machine.

  

  Business Response

  Date: 03/24/2023

  CPS has received the complaint and will be reaching out to the customer this coming week to work out a resolution.

• Initial Complaint

  Date:03/06/2023

  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 Garmin Instinct Solar watch from BuyDig.com in November of 2021 for $250.00. It came with a CPS 3 Year Accidental Repair Plan Extended Warranty as part of the purchase. Less than a year after my purchase the watch started having extreme battery issues. I would go for one short run and it would quickly die soon after. I decided that the extreme battery drain impaired the advertised function of the watch so great that I needed to make a warranty claim to get it fixed. I initiated a warranty claim with CPS on 2/7/23. On 2/23/23, I received an email indicating that the unit could not be fixed and was offered a settlement of approximately $135.00 with a link to a refurbished amazon unit as proof of the fair market value of the watch. Upon reviewing the link, I realized that it was not the Instinct Solar, but the older first generation of the Garmin Instinct line. I replied to the settlement with this information. Nearly a week later, I received another settlement offer. This time it was for $56.00. The link provided this time was to a site called Tidebuy.com for a new (not refurbished) Garmin Instinct Solar. This price was so far below any other store's price for the unit, I set to research the company. I found that the company received a BBB rating of "F" and I 1/5 TrustPilot score. Many people complain of never receiving their products. I told CPS what I had discovered and sent them an Amazon.com link to a refurbished Instinct Solar unit for $215.00. Despite my presenting them with all of my evidence, via phone and email, regarding the average market price for the unit and the dubious dealings of *******, I was told that $56.00 was the fair market value of my unit and they were not willing to do anything else. I wish for them to honor their warranty contract and compensate me for the actual fair market value of my Garmin Instinct Solar Unit.

  Customer Answer

  Date: 03/10/2023

  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:03/01/2023

  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.

  The refrigerator started having issues with the ice maker. I filed a claim on 1/16/2023. The company requested $99 dollars deductible and I made the payment. The company accepted and approved my claim. The company hired a local technician to fix the problem. on February 2 technician came to make the repair. The technician left to come back later and he never returned. I called the company and they told me that he was unable to fix the problem. One week later I received a notification for a settlement in the amount of $398.77. I didn't accept the settlement and I sent a written notice about the reasons. The damage of the refrigerator has given me a lot of problems as well as monetary loss. This refrigerator is located in a rental property and the clients have been complaining about it. The amount doesn't cover the price of this refrigerator neither all the collateral damage. The refrigerator is still broken. I called to discuss about it and the person who took my called was rude and he didnt care about my reasons. I mentioned about the deductible and I was told that it cannot be returned. They are pushing me to accept this settlement. I would like for you to help me with this company. I just want a fair settlement to cover the price of the refrigerator and the collateral cost.

  

  Business Response

  Date: 03/14/2023

  CPS would absolutely love the opportunity to address the customer's concerns regarding their settlement. We will be reviewing the claim and account and will reach out directly to the customer to discuss options. 

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had purchased 4 year warranty from CPS in late 2019 for 2 appliances. Oven and refrigerator. Awful loud humming coming from Refrigerator. Called CPS on February 6th. They did get ahold of place of purchase Bay Appliance, who did send out a service tech and he diagnosed the problem on February 15th. Service tech said that it was the inverter board and compressor. They are both Major components. Refrigerator can go out at any time. Since then Ive been getting the runaround from CPS about getting it fixed. CPS said they it would first have to go before the review board. I havent heard anything so I called CPS again on the 21st and they said if I did not get an email within 24 to 48 hours to get them a call again. So I waited a little bit longer than that and gave them a call on February 27th. They once again told me that I would have to wait another 24 to 48 hours to get an email from them. As of today I have not Heard from them. In the meantime my refrigerator sounds like it is going out and the food I have will spoil. There website says lightening fast results.

  

  Business Response

  Date: 03/09/2023

  The customer has accepted a settlement for this claim, closing it out.

  Customer Answer

  Date: 03/11/2023

  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:02/16/2023

  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 all new kitchen appliances with a CPS extended warranty on each unit that was offered from ApplianceOne in Hanover on January 25, 2018. 4 years later, in April 2022, my microwave ceased to function. I phoned CPS and put in a claim. They said that they do not repair microwaves. I said their brochour states "Total Coverage 100% parts and labor" and "Repair Guarantee" and also "Complete coverage for up to 5 years...for a total of 6 years from the date of purchase." CPS would not be dissuaded and after extended discussion agreed to return to me the unit's useless insurance purchase price.Shortly thereafter my refrigerator ceased to function. The manufacturer, *** had extended their original warranty to 5 full years and attempted to repair the unit 3 times. ** then declared the unit unrepairable and paid a check minus 4 years of use depreciation.I then contacted CPS on November 4, 2022 to put in a claim. CPS had us jump through hoops until I finally bought a lesser refrigerator for more than the depreciation check since I had lived out of coolers and had been buying ice for more than a month. (During my many correspodences I had informed CPS of this fact.)On February 13, 2023 I received an email stating a replacement refrigerator had been ordered.I called CPS telling them I had already replaced the refrigerator out-of-pocket. It was then I was told that the depreciation check from ** was also my CPS settlement. I was incredulous. I had been following all instructions for months for what? What was the pupose of buying the coverage in the first place? Two failed units and two non-honored claims.I was then transferred to a manager who accused me of double dipping and was again offered my money back for the cost of the unit's insurance. I have not filled out the paperwork for this as of yet.I have all dates and documentation that you may request.

  

  Business Response

  Date: 02/16/2023

  The customer has received ********************** on this unit through **** they accepted a buyout which excuses ** from any further service liability on this issue. As such CPS no longer has access to the manufacturer for service options regarding this product. As per the customer's terms and conditions, ******************** shall be excused from performance under the plan should service options such as parts or *** support become unavailable. 
  
  Furthermore, the customer received a buyout by way of a limited *** sealed system warranty that existed and ran concurrently with CPS coverage. That policy would supercede CPS's responsibility for the sealed system issue the moment the *** opted to take over. CPS authorized and paid for service on the customer's product for every other issue that did not involve the sealed system. 
  

  Lastly, prior to the the time of writing of this complaint and response, the customer has agreed to accept a policy refund for the CPS warranty, offered in spite of several thousands of dollars spent in the attempted service of their product. As such, we are no longer liable for this policy and the customer's coverage is closed for this product.

  Customer Answer

  Date: 02/23/2023

  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 have not yet accepted the policy buyout until resolvement of the issues.

   If **** warranty supercedes the CPS policy that I purchased, what purpose does the CPS policy serve?

   

   

   

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

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

  

  Business Response

  Date: 04/25/2023

  The check issued by LG implies assumption of liability by the OEM. CPS is no longer responsible for any units deemed non-servicable by the OEM.
  *** ******* is welcome to reach out to us directly for further information or with any disputes at ********************

  Customer Answer

  Date: 04/26/2023

  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:

  There has been no resolution for these many months to my complaint in these responses by CPS.
  CPS refuses to honor their warranty's claim to "repair or replace".
  Their Extended Warranty Protection states "Superior Warranty Protection for Total Peace of Mind".
  

  After the LG refrigerator in question failed and there was no resolution by CPS, I was forced to purchase a new lesser model myself with the partial depreciation check sent by LG which actually did not even cover the full cost of the new lesser model.
  And this was after literally months of being led to believe on numerous phone calls over months that by sending them all the information asked for that there was to be a resolution.
  These months, by the way, were during Thanksgiving and Christmas purchasing ice for coolers all the while being led to believe there wasn't a problem.

  CPS's stance seems to be "buy our policy and then "repair or replace" the supposedly "protected" (thier word) unit with your own funds, not ours as we led you to believe".
  What was the purpose of purchasing the warranty?

   

   

   

   

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

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

• Initial Complaint

  Date:02/10/2023

  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.

  Purchased a new washing machine on 12/16/2022 which came with a CPS warranty Filed a claim on 2/7/2023 due to machine not ************** came out 2/8/2023 found the problem and ordered parts. CPS is now denying the claim and offering me a settlement that is way less then the cost of the washer I bought less than. 2 months ago.

  

  Business Response

  Date: 02/16/2023

  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: 02/22/2023

  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:02/09/2023

  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 an extended warranty from this company. I filed a claim almost 8 months ago and they have failed to fix my scooter as they are required to do. My claim number with their company is *******. I would like a refund of the amount I paid for the warranty, the $150 copay I had to pay for the claim and $100 for the parts I need to buy to fix it myself.

  

  Business Response

  Date: 02/21/2023

  CPS is in contact with the customer and actively working to resolve any valid claims. We will correspond directly with the customer and remain in contact with them until said claim(s) are resolved.

• Initial Complaint

  Date:02/09/2023

  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.

  Experience with Computer Priority Service *********** - Purchased extended warranties on several Bosch appliances 10/2022 Submitted claim to repair fridge door, after a spring broke CPS assigned ****** Service Center to repair the door Repeated delays occurred as ****** stated the part was unavailable Bosch stated to me the part was discontinued and my WARRANTY COMPANY SHOULD REPLACE THE FRIDGE with one of equal or greater value. After contacting CPS and their verifying the part status, I was told the refrigerator was not unrepairable, it was just that no OEM part was available so they would only reimburse me for the original price of the warranty. The warranty was worthless.

  

  Business Response

  Date: 02/09/2023

  As per the terms and conditions of the customer's policy ******************** is not liable for matters involving discontinued *** support. The *** of the customer's covered product was unable to provide service or part options and as such the customer's policy was refunded in accordance with the policy Terms and Conditions, regardless of previous expenditure on CPS's behalf. Any approved reimbursements for service attempts the customer may be due will also be processed accordingly as a separate matter. 

  Customer Answer

  Date: 02/16/2023

  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]

  Refrigerator was just under 4 years old. Any reference to OEM parts becoming unavailable should have been stated up front in the contract, not towards the back. The company has not yet reimbursed me for the cost of the warranty. 

   

   

   

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

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

  

  Business Response

  Date: 02/23/2023

  The placement of a clause in a document does not affect the validity or the enforcability of a clause. The only things that would affect this would be any conflict with state or federal laws. 
  
  The point remails CPS is not liable for the OEM's ability or decision to provide parts or service options in a given area or circumstance. It is stated in the contract and regardless of whether this is on page 1 or page 100, it is covered and has been agreed to by purchase and use of the warranty.

  The document is taken as a whole, the same document that binds us to provide warranty service and replacement options is the same document that excludes the circumstance the customer finds themselves in. As such, we cannot reverse our decision. We request this complaint closed on that basis.

• Initial Complaint

  Date:02/09/2023

  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 an extended 2 year warranty with accidental damage protection through ******* when I purchased my ****** Pixel 6 Pro for $740 (in excellent, like new condition, with no wear/tear) less than a year ago.The warranty advertised (and still does) that if CPS is not able to repair the device they will replace or refund for the PURCHASE price of the product. On 12/20/22 I submitted a claim for a cracked screen. I sent in my phone & was told repairs were approved & parts were on order. About a week later I received an email stating the phone couldnt be repaired & was sent a settlement offer of $329. When I questioned the amount I was sent through loops with a million excuses & no answers to my questions. I have been without my phone for over a month now. After continually being told the settlement was In line with the terms and conditions of my warranty, I finally was put through to management in Hopes of getting my questions answered only to receive a settlement offer of $289, $40 less than the original. I have questioned why I never received the terms and conditions they keep citing, why I have screenshots showing what I purchased specifically states a refund for the PURCHASE price, not a replacement price, and why their website advertises a refund for purchase price & have yet to receive answers or acceptable help, only very poor customer **********************. False advertisement and misrepresentation at its finest.I have gone through all emails received, my online account & their website and never received and could not find these terms and conditions. I was sent links for replacement phones comparable to mine, however when you read the description these phones are in Fair condition- mine was in Excellent condition minus the recently cracked screen as it remained in a case with a screen protector. I have a strong feeling they continually do this, meanwhile the repair the unrepairable phones, and turn around to sell them for double what they paid out.

  

  Business Response

  Date: 02/16/2023

  CPS has attempted to contact this customer multiple times, each time being advised they cannot speak after the call goes to voicemail. The customer is under the misconception that ******************** is responsible for their initial investment when in reality we are responsible for the replacement or replacement value of their device. The customer has been sent offers for the current replacement cost of the device (minus tax, which CPS does not cover under policy) in the amount of $300 for the device. 

  ******************** is acting within the scope of the mutually agreed upon terms and conditions of the customer's policy. We are happy to discuss the matter directly with the customer but they must accept our communication in order for us to do so. Requesting closure of this complaint for the following reasons: 
  

  1) CPS is actively attempting communication and is open to any follow up from the customer directly.

  *********************** is acting within the scope of the customer's policy Terms and Conditions, violation of which is a prerequisite for a valid BBB complaint.

  Customer Answer

  Date: 03/27/2023

  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:

  I only received 2 phone calls, once of which was without notifying me and was made during hours which I was at work and unable to receive calls- which I had expressed to the *** I was speaking with prior to having my case referred to management. 
  
  I never had any of my questions answered, like why I have screen shots showing very clearly that what was advertised to me at the time of purchase was that if my product could not be repaired it would be replaced or refunded for the PURCHASE price of the product- I even forwarded the screenshot in my original emails. 
  
  On top of that, I never, not once, received any terms and conditions. Not via email, and not through my online account- I searched everywhere. Only once my claim was escalated was I provided such a document. The *** tried to say I received them twice, once when I bought the warranty and again upon registration. Which was untrue- I forwarded both emails and no such document was ever provided to me prior to the issue. 
  
  After filing a complaint with the BBB because after having my claim escalated my settlement offer reduced in price rather than receiving cooperation, I was told by management that the company was willing to work with me, however I needed to deal directly with him. I replied via email, I called and left voicemails informing that I only had so many days until the BBB would close my complaint. I never received a reply or return call. My last contact with anyone regarding the matter was on 2/16/3023. Meanwhile I am still without my phone, and nowhere near having my issue resolved.  
  
  The offers I was sent were not comparable to my product. I purchased a "like new" phone through ********  which per *******'s standards meant there were maybe some scuffs not visible from 8" away. The phone had been used for a couple of days, in a protective case before the owner decided they didn't like android and went back to apple. The phone was sent to me with the original packaging and there were absolutely no marks, dents, or scratches. 
  The replacements I was sent were refurbished phones listed in "fair" or "good" condition which per the company's definitions meant there may be visible dents and/or scratches visible. 
  
  One other major concern and red flag for me is the fact that even though when I purchased the warranty it stated that I could choose to have my phone repaired at a local repair facility and CPS would issue a check after approval to pay for the repairs. I got an estimate at a local place I trust and submitted the estimate. The repairs were approved, but I was told I would only receive $150, even though the repair estimate was for over $300. I was told that alternatively, I could send it in to CPS for repairs. Due to limited funds from being out of work for several weeks due to surgery, I opted to send my phone in against my better judgement. Once my phone was received, I was notified that it had been inspected and the repairs/estimate had been accepted and that parts had been ordered. On 1/6/2023 I was notified that the parts had arrived and my phone was in repair. It wasn't until almost a week later on 1/11/2023 that I was notified that my phone had been deemed unrepairable. It had been inspected, parts ordered, and in repair for nearly a week and then all of a sudden it can't be repaired? That makes absolutely no sense. It sounds like my phone was broken while attempting to be repaired, or that the intention was never actually to repair the phone. I had two other repair technicians examine my phone prior to sending it in, and neither of them had any concerns about the ability to repair it. It was simply a cracked screen- not even shattered, just cracked. 
  
  I was extremely disappointed in the fact that I had to argue with ***************************** to get out in touch wi th someone in management. She all but refused initially, and after multiple ***** requests to speak with someone in management I was finally told I would hear from someone in management on 1/27/2023. By 2/6/2023 I had not heard from anyone so I sent another email advising I had not received any contact, at which point ****** again told me that she had been assigned to my case and reviewed it with the underwriting team and that there was nothing more they could do for me. At which point I got frustrated and stated that I was told I would hear from someone in management and thats what I expect to happen. This is when *************************** got involved and while he wasn't earful to deal with, he was very touch and go and difficult to reach and now has continued to ignore my contact attempts since  2/15/2023 after telling me we could work on the matter however I needed to communicate directly with him. 
  
  I have severe generalized anxiety and one thing Ive discovered over the years is that documenting things in all aspects of my life helps alleviate some of it. So I have everything saved from the time of my initial purchase of the warranty and will gladly forward/share any of the emails and screenshots I have mentioned. 
  
  I was trying to avoid taking legal action due to the false advertisement and misrepresentation of your product, which I can easily show and prove with the documentation I have- as well as the negligence of providing the terms in conditions and making them easily accessible prior to purchase which is a requirement for warranties. But at this point in time, since I still cant get any sort of response from  CPS and you are still holding my phone and have made no further attempts to settle or return my item (which starts to come across like theft, or as though you disposed of my product or repaired and resold it prior to the settlement being accepted and no longer have it), Im starting to feel backed in to a corner and like I have no other options. This is my last-ditch effort to settle this and get what was advertised to me. 
  
  Thank you. 
  
  Get Outlook for iOS 

   

   

   

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

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