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

  PO Box 32160 Newark, NJ 07102-0560

• 

  Consumer Priority Service

  24 Commerce St Ste 612 Newark, NJ 07102-4018

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:02/02/2023

  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 warranty on my new ******* fridge that I received Apr 2021, I am out of the 1 year manufacturer warranty so I had to call CPS because my fridge is leaking water. This issue happened before Christmas and made initial call then to get repair out to fix, CPS set up a ticket and repair came and said to defrost my fridge, I did and then there was no more communication, however that repair person issued order for parts but I was never told until I called back to say that my fridge was still leaking. They said the claim was still open and they would get someone to come back out. When trying to schedule an appt with repair people they assigned the repair people said I was out of warranty, now I am going back and forth with repair and CPS. They finally got a new ticket and sent someone out to not even explain to the repair the condition that was going on, the repair person came and said I am here to fix your ice maker and wouldn't fix anything, said I would have to pay for parts when I was under warranty. So now I am angry at this point and call back again for third time to CPS, they schedule my third repair and when I call to set appt again they say I am out of warranty. I do not know if these people at CPS know how to do there jobs or not, but they do not even call the customer back and update on what is going on, I even left the supervisor a message and wanted a call back. My fridge is still leaking and still not sure how it is going to get fixed. I almost want a refund on my fridge and to get a new one from another company and warranty from somebody else. CPS does not do their jobs correctly or even at all.. Not a happy customer Would really like to speak to corporate

  

  Business Response

  Date: 02/15/2023

  Customer has been assigned to a ********************** company as recommended by their OEM as of 2/7. The customer can expect a ********************** call as soon as possible. CPS will continue to remain in contact with the customer regarding updates to their claim. If the customer has any further questions they are welcome to reach out to us via phone at ************* or email at ************************************* If they wish to escalate they may contact us at ********************************************

• Initial Complaint

  Date:01/31/2023

  Type:Sales and Advertising 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 an electric stove and CPS was the warranty provider. A burner on the stove failed and I filed a claim and they sent a repair person. CPS offered a settlement of approximately $300 because the repair was deemed uneconomical. I had requested a higher amount and was refused. According to their terms document the repair cannot exceed the value of the appliance. I had requested the quote from the repair person and they refused. The appliance was $499 originally and when contacting the repair person they stated the labor was $275 and CPS was to provide the parts. The parts online list for approximately $35. According to the terms agreed to they are responsible for the repair. At this point I would prefer a refund. I have attached my email exchanges and the terms CPS provided.

  

  Business Response

  Date: 02/14/2023

  CPS has re-reviewed the customer's claim and determined to provide a settlement for the original invoice price in the interest of customer **********************. This is a one-time courtesy that does not ensure the terms of any separate or subsequent warranties will be overridden in a similar fashion. The customer will receive an email with instructions to process their settlement by the end of the day on 2/14/2023.

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/23/22 I opened an extended warranty claim for my Bosch Dishwasher. My original installation date of my dishwasher was March 2021. The technician can put and took the machine apart, called someone to walk him thru my repair error code. He then ordered the parts he thought would resolve the issue. When the parts came in, he returned to install them. It did not solve the problem. He made another call, more parts ordered. Returned again and hours later still no working dishwasher. Another part needs ordered. That part is on backorder with no anticipated repair date. It has now been over 90 days with no working dishwasher and no resolution. No one at CPS will provide any alternative solutions other than make me wait. I have found the part online thru 2 "non-authorized" places. I will take a full refund of the machine -including tax and install. I will take a brand new machine. They will not do any of those based on my conversation with the rep they assigned to me *****. He will not even respond to my calls or emails.

  

  Business Response

  Date: 01/17/2023

  CPS is actively working on the matter and will be reaching out to the customer with a resolution in the next ***** hours.

• Initial Complaint

  Date:12/06/2022

  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 bought a new washing machine and a warranty for that washing machine through CPS. The washing machine has had the same malfunction consistently and has now been deemed unrepairable by CPS. We feel like CPS is not honoring their warranty for the following reasons. 1.) According to CPS request for on-site service document under appointment day section sentence #4 it states "All work performed by our authorized servicers must come with a 90 day guarantee. If a related problem arises within 90 day of work completion, your company will be notified and will be responsible to come back to the customers premises in a timely fashion for a rework." all of the malfunctions occurred within the 90 day rework guarantee except for the first one but they of still charged and deducted the amount of all the repairs from the maximum liability. The information for this can be found under CPS request for on-site service document under same day section sentence #4 within the paperwork included. 2.) CPS has a no lemon guarantee that states " NO LEMON GUARANTEE: if your product fails three times due to the same malfunction, CPS will replace your unit!" They repaired our unit more than three times and never replaced it. The information for this can be found in CPS's warranty brochure under the CPS guarantee section within the paperwork included.3.) CPS's authorized repair company ***************** deemed our unit unrepairable in April of 2022 but they had another repair company come in and try to repair it 2 times after it was deemed unrepairable by their own authorized repair company and still charged and deducted that amount from the maximum liability. The information for it being deemed unrepairable can be found in an email from ***************** to whirlpool within the paperwork included. The information of it being repaired after it was deemed unrepairable can also be found within the paperwork included. Anything else needed please reach out to us.

  

  Business Response

  Date: 12/07/2022

  The CPS Senior Escalations Team has reviewed the customer's concerns and claim details and determined the following:
  
  1) Regarding CPS's buyout (settlement) calculations as relating to Limit of Liability: CPS did discount the most recent rework claim cost from limit of liability calculation. The total amount claimed against the customer's ********************** contract was $1263.91 including all logistic and administative fees. Of this, CPS discountedall administrative and logistic fees to reduce that responsibility to $1013.91. After this, we discounted an additional $76.01, the total of the most recent rework request. This brings the customer's obligation down to $937.90. The customer's maximum limit of liability is the original invoice price of the item, $1399.99. This brings the remaining responsibility to an amount of $462.09. CPS sent the customer a buyout refund for $462.08, which has been resent and amended to account the $0.01 discrepancy, bringing the new refund to $462.09.
  

  2) Regarding customer's rights under ********************'s "No Lemon Guarantee": As per the written terms and conditions, the specification of the same component failing more than 3 times must be met. The control board was replaced twice and a fuse was replaced once. The failure is the same but seems to be recurring despite the proper parts being replaced per *** authorized service. As for why these parts were replaced in that order, we must clarify that while CPS facilitates the repair process logistically and financially, we cannot speak to the technical engineering aspect of the repair process to a more reliable degree than that product's own manufacturer (and by extension their authorized diagnostic agents). As such we deferred to their expertise in approving the parts required.
  

  3) Regarding CPS's decision to seek a second opinion regarding the referred to diagnosis: CPS's authorized repair companies are the same as the manufacturer's repair companies. When a product is deemed unrepairable, CPS consults the *** with the details and we rely on their guidance for the same reasons mentioned previously. In this case the guidance, upon receiving an unrepairable diagnosis, was to dispatch a different servicer of the ***'s suggestion in order to confirm the non-repairable diagnostic. A second opinion is common place in any diagnostic circumstance and is well within CPS's right to seek for reasons including but not limited to engineering guidance from the product ***.

   

  Please feel free to reach out to ************ ***************************************** with any questions or concerns regarding this decision. The decision detailed in this response is final.

   

  Customer Answer

  Date: 12/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  they have not offered a reasonable solution to this issue.

   

   

   

   

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

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

• Initial Complaint

  Date:11/15/2022

  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 new car radio from ******************* June 29, 2021.I also purchased a warranty from CPS, not know that the warranty was a joke.The radio died and I filed a claim with them, they offered me a settlement of $99.00 telling that is the amount I can buy a replacement unit for, they even sent me a link to **** to buy a used damaged radio for $99.00 telling me this is the **** I went online and looked up fair market value, FMV is the price in which I can purchase the item today free of damage and defects.That price turned out to be $ ****** on *********** Or $165.00 on Amazon.I can purchase the exact same unit I purchased only a 17 months ago for $60.00 less than I originally paid, free or all damaged and defects. I emailed them links to both products. So now FMV doesnt matter anymore all the are will to do is give me $99.00 period, I cant speak to a supervisor or a manager I can take it or leave it. I have purchased many products warranties in the past never having a problem, I had never heard of this company before and I will be careful to make sure I never buy a warranty for again.

  

  Business Response

  Date: 12/02/2022

  The customer confirmed the settlement for $99 and a return of her item. This was accepted digitally by the customer on 12/1/2022.

• Initial Complaint

  Date:11/14/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company had the audacity to tell me they wont fix my less than 2 year old brand new out the box refrigerator. They claim the more than 6 inch crack in the interior door side was physically damaged??? This companies warranty is useless and covers nothing at all in fact, I would suggest that the BBB find a way to shut this company down since they are in the business of deceiving and robbing poor people at time of purchase with false claims of repairing any damages to appliances.

  

  Business Response

  Date: 12/02/2022

  The customer's policy specifically excludes coverage for issues regarding physical damage. As a rule, such items would be discounted as a whole from coverage due to the uncertainty in performance from physically damaged items (i.e.: it's impossible to conclusively prove how the damage occurred to a sufficient degree to guarantee reliability). The policy also excludes coverage for any DOA items, installation, or any issues relating to installation. Items must be installed and functioning normally by the time the CPS policy goes into effect. As such, we remain unable to approve and provide a repair for the damage to the unit. 
  
  CPS has a right to void the coverage on an item that has experienced damage of a non-covered nature. As a courtesy CPS has approved the icemaker portion of the client's claim despite grounds for denial of the entire matter. We will be proceeding with service on that end insofar as it's not determined to be caused or affected by the crack the customer is referring to.

• Initial Complaint

  Date:11/14/2022

  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 sectional sofa on May 27, 2021, as well as the CPS warranty. On Sept. 24, I filed a claim with CPS due to the springs in the sofa malfunctioning to the point where the cushions could not be sat on. On Sept. 26, CPS requested pictures of the damage and I submitted images that same day. On Sept. 28, I received an email that my claim was going to move forward and that CPS was contacting the product manufacturer to locate an authorized repair center to diagnose the claim. On Sept. 29th, I received an email informing me that *************************** would be diagnosing my furniture. On the Oct. 4, the rep showed up to evaluate the damage and took many pictures. Since this time, I have not received any updates so I decided to reach out to CPS myself on Oct. 11. I was told by the rep that there was an issue with the evaluation but she would not clarify or elaborate on the details of the issue. The rep told me they would call me back once they worked things out on their end. On Oct. 21, still not having heard back from CPS, I called back again just to be told the same thing and that someone would be calling me. I expressed my discontent with their process of following up. On Oct. 23, I received an email from a relationship manager who emailed to apologize and stated their team would review my claim over the next 24 hours and that I should provide my best contact info, to which I responded with a message on her phone line. Receiving no acknowledgment or response, I emailed the same relationship manager on Oct. 26. Still not hearing anything, I called again on Nov. 2 and was told they would get back to me the following week to resolve the matter. Today is Nov. 12 and I have yet to hear anything from CPS nor have I heard or even spoke with the assigned relationship manager. At this point, ironically, I do not feel that CPS is treating me with priority. Whether the warranty I purchased is upheld is yet to be determined. This is not the experience I wanted.

  

  Business Response

  Date: 12/02/2022

  CPS has reviewed the issue and unfortunately is unable to provide a replacement option for the customer at this time. The customer's claim has been delayed due to a manufacturer back order of the needed parts to complete the repair.

  As per the policy terms and conditions, CPS is not liable for lack of OEM support for the product (i.e.: lack of parts, labor options, etc.) and will be excused from performance of the plan in such an event. The customer is simultaneously entitled to a full refund of the policy. They can redeem that at will or allow some time for any backorders to clear. If OEM support becomes available at any point up until the plan expiration date, CPS will be happy to proceed with the repairs accordingly. We, in this case, would also allow a 30 day grace ****** after the expiration date as a courtesy.

  The customer is welcome to follow up with us directly at ************* to discuss options or redeem their policy refund as per the plan terms.

• Initial Complaint

  Date:11/14/2022

  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 warranty through this company. Washer and dryer stopped working properly. Took over 2 months to get a response. I sent the actual warranty for the Purchased product and I guess it wasn't good enough. Now company not fulfilling on fixing the Washer. Only want to give partial refund instead of fixing the washer, haven't had a working Washer in months.

  

  Business Response

  Date: 12/02/2022

  Customer was reimbursed in full for their product. Customer accepted the settlement.

• Initial Complaint

  Date:11/02/2022

  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 filed an warranty claim and they refuse to honor because the way the invoice was written by the seller. They refused to the honor the warranty even though I have a letter that shows proof of sales order and letter from their company. I cannot contact the seller of the appliance because they are out of business.

  

  Business Response

  Date: 11/15/2022

  As per the CPS terms and conditions, the policy must be registered within 30 days of the date of purchase of the item. A complete registration includes all product information and proof of purchase to validate the policy. As a courtesy, we attempted to allow the customer to register the policy outside of this window. However, we reserve the right to reject an incomplete invoice at the time of registration. Had the customer registered their policy within the 30 day window, they would have had recourse prior to the store's closure. As such, we stand by the rejection of the incomplete product invoice and will not be proceeding with service due to violation of the terms of service.

  Customer Answer

  Date: 11/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/14/2022

  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 have a claim with Consumer Priority Services or CPS for my ****** Range ******** *********, that is not performing properly. I was required by CPS to pay a $99 deductible based on the **** to get the claim started. After two trips to try to fix the Gas Range (the Service Advisor agreed that there was an issue with the unit) and being told that the part needed to repair the Gas Range was no longer available, I then received two emails from CPS in August stating and re-stating that a settlement offer has been initiated. The warranty does not speak to reimbursement, or in this case partial reimbursement, the warranty talks about only repair or replacement. The settlement offer was 32% of the ****, which I rejected. A CPS Customer ********************** Rep called me regarding the claim. The *** told me that the settlement offer was based on the purchase price of the ****** Range less the amount of money spent to remedy the issue with the Gas Range. The *** told me that the companys offer was handled in a way that was in line with the warranty that came with the Gas Range, as well as the applicable laws that relate to the handling of warranty repairs. The *** did not state which laws apply to this claim and whether those laws are at the Federal level or are at the State level. I asked for the evidence of where in the warranty and the law there was support for the handling of the claim. The warranty, which I received with the Gas Range, did not have any language that corroborates the comments made by the ***. I could also not find any laws, either at the Federal level or at the State level, that would be applicable to this warranty claim and that would corroborate the comments made by the ***.I have continued to ask for a resolution and continue to get the same less than satisfactory settlement offer. I am given concern of delay and stall tactics. It appears that Consumer Priority Services does not intend to uphold their warranty commitments.

  

  Business Response

  Date: 10/27/2022

  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 is awaiting a follow up to our contact attempts.