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:10/14/2022

  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.

  GE Profile dishwasher which was purchased in 2017. 3 year Insurance with CPS was purchased in 2019. The dishwasher would not start in November 2021. This was repaired. In June 2022, the dishwasher did not start again and ****** Appliance sent a repair person to check it. A starter panel was ordered and replaced. On June 15, 2022, after the repair person worked on and left, it would not start again, Called CPS and filed another claim. On June 22, the part was replaced and after repair left, it would not start. Contacted the ****** ************* on June 28 re date for repair and was given July 1 for repair. It was worked on again on July 1; however, after repair person left, the appliance was steaming for 5-6 hours and then quit, On July, repair was sent out again. Parts were to be ordered. Called CPS and ****** re repair with little information as to status. Called Builders Source to find out if they could assist in getting repair done and was told they no longer sell or promote CPS. Called CPS on August 11 and was told repair was approved on August 9. ********************** called on August 19 and set up repair date for the 22nd of August. On August 24, I ran the dishwasher and it was not working again. On September 12, 2022 CPS stated they would reach out to ****** for repair. I called on September 14 and was told the approval would be tomorrow. Called September 16 was told parts were ordered, Some parts were in *******. October 3 ****** sent someone to repair it and he stated it was not repairable. Called CPS and ****** and was told that repair person did not say it was not fixable, They stated GE said it was fixable, Called October 12, **************************************************************************************************** touch with immediately; and this proved to be non-existent as I got no response,

  

  Business Response

  Date: 10/25/2022

  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 confirmed that the issue has been resolved and any open claim satisfied.

  Customer Answer

  Date: 11/08/2022

  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:10/06/2022

  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.

  Issues that occurred:I have purchased warranties for 3 of my appliances through this company expecting quality service. My washing machine dispenser is malfunctioning after a few months of purchasing the machine. The process of filing the claim was a nightmare. I had registered my warranty, had the mailed white paper confirming the warranty, and yet I had to jump through hoops to prove my warranty. Right from the start the company didn't want to file a claim until I provided double documentation that was provided during registration. Once I did that, I had to pay the deductible for the tech to come out. When the tech arrived, he was 5ft from my washing machine, did not turn it on or touch it and started talking about how washing machine works and said my machine was working fine. I had to ask him to turn it on to tell him that the machine and see what the issue was. He agreed but the diagnosis already occurred. He did a light check, barely even doing anything, and said the machine was fine and left.I called the company and spoke to ***** explaining how I had a disservice service call since the tech diagnosis the machine without turning it on. ***** said that is acceptable terms of service. I asked him on the phone that he can say honestly when a tech doesn't turn on a machine and just says its working that that is an acceptable service call and he said yes. I was flabbergasted. I had never heard such blatant falsehoods in my life. I asked this to be escalated and he said he is the highest person in the company. I highly doubted that. And now I owe $150 dollars after my deductible because the service call claims my machine is working when it is not. I asked for that to be wiped and he refused. The lack of common sense and service and what I paid for is astounding. I paid for a warranty to fix issues and now I am owing $150 after a $99 deductible for someone to walk in and out of my house without doing much work.

  

  Business Response

  Date: 10/18/2022

  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 will be waiving the ********************** call fee. Additionally, we will be processing a refund of their deductible as a courtesy.

• Initial Complaint

  Date:09/28/2022

  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.

  My refrigerator stopped functioning on Friday, September 2, 2022. In addition to a 2-year manufacturer warranty, my refrigerator has an extended 3-year warranty as well as a 10-year major components/parts warranty through Consumer Priority Service (CPS). The refrigerator is 2.5 years old, therefore the manufacturer warranty has expired, and the refrigerator is now covered by CPS. CPS was contacted immediately upon failure and approximately a week later; a service repair person came to my home to assess the problem. It was determined that the inverter had failed and needed to be replaced. Unfortunately, this part (as confirmed by the manufacturer) is unavailable anywhere in North America. This part is currently on a manufacturer backorder and will not be available for a minimum of ***** weeks. I have been without use of the refrigerator for nearly a month and cannot be without it for another 3+ months, especially over the holidays. I have spoken with several CPS representatives regarding my situation without any resolution. At this point, CPS has prioritized my claim as urgent and has forwarded the claim to be handled directly by the ********************* Manager, ***************************. Despite several promises by CPS representatives that *************************** would call me back by end of day to discuss the situation, *************************** has never returned any of my numerous attempts (either by phone, email or text) at contacting him. At this point, progress has stalled and CPS has not been my responsive to my claim.

  

  Business Response

  Date: 10/12/2022

  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 return contact.

• Initial Complaint

  Date:09/26/2022

  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.

  My Thermidor refrigerator has been broken for three weeks. It was almost impossible to get them to come out. When they finally came out and told us they had to order the parts. A week later they show up with a fan. Clearly the compressor is not working. They stated they had to replace the fan first. Obviously it did not work. Now theyre going to order the compressor. I have an extremely expensive refrigerator that has not been working for over a month.

  

  Business Response

  Date: 09/26/2022

  CPS aims to resolve all claims amicably and as expediently as possible.

  Upon reviewing the account, the customer's claim is unfortunately taking somewhat longer than either they or CPS would prefer, but it is proceeding as per manufacturer repair guidelines. CPS only serves to facilitate these repairs both logistically and finanically to the extent that the customer is contacted by *** authorized serivce. After that, the service protocol is set forth by the *** and unaffected by any CPS guidelines we could modify.
  
  As such, and due to the lack of a declared resolution by the customer, we request the closure of this complaint as resolved and/or erroneous. We will continue to serve the customer as best as possible in our capacity as a warranty administrator and cannot interfere in the repair process without compromising any procedures set forth by the ***, which again is the highest authority in terms of repairs protocol.

  The customer is welcome to reach out to our support team with any questions, concerns, or escalations and we remain committed to keeping them informed and resolving their claim as expediently as possible.

• Initial Complaint

  Date:09/22/2022

  Type:Sales and Advertising 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 bought a warranty for my dishwasher a few years ago. Within a year (July 2021) the dishwasher was not working. I filed a claim with CPS and they sent someone to my house. The repairman was extremely unpleasant and told me he couldn't fix my dishwasher although CPS had approved a $400 fix. I called customer ********************** and they acted extremely conciliatory and said they would resolve it. The next week they sent me an email that they were rejecting the claim. I had it fixed myself. Last week the electric panel on my dishwasher broke and I contacted them again. They told me they could not file a claim because I had exceeded the value of my warranty (although they had never fixed anything). I spoke to **** who told me he would do his best to resolve it. I sent pictures of my dishwasher as requested and have not heard back from him. This warranty was not what it was presented to be, and their customer ********************** pretends to be sympathetic while giving you the runaround. If they are not going to fix my dishwasher I want a refund for the warranty price.

  

  Business Response

  Date: 10/05/2022

  The customer submitted a claim regarding physical breakage of a component of her dishwasher (spray arm). Unfortunately as per the terms of her policy, no physical damage is covered as a rule. 
  
  As a courtesy, we did approve a full refund of the policy as per the customer's request and in addition provided a $100 courtesy credit. The customer will receive an email with the total amount and instructions on claiming the payment by the end of the week.

  Customer Answer

  Date: 10/21/2022

  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:09/22/2022

  Type:Sales and Advertising 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.

  CPS is refusing to honor their service warranty and is engaging in insurance bad faith. My refrigerator has not been working since April and they are refusing to get a 2nd opinion or settle with me.

  

  Business Response

  Date: 10/03/2022

  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 will work with them to ensure any open claim satisfied as per T&C.

  Customer Answer

  Date: 10/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will speak to them.

  Thank you for your assistance.

  *************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:09/19/2022

  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.

  My refrigerator died. We had an extended warranty with CPS. They said they needed to pick the repair service.They ok'd *** the manufacturer of my fridge) ** came out and said I needed a new compressor. Luckily that was still under ** warranty for parts but not labor. They replaced compressor and charged a total of $375 + tax.I submitted to CPS. They said the repair should have only cost $250 and that all they would pay. They also said they were "tax exempt" and would not pay tax. There is a site on the web that clearly staes they pay 100% of parts and labor. They approved **, they say they pay for 100% parts and labor. Because my part was under manufacturer warranty, that save d them money, yet they still refused to pay 100% labor. They only reimbursed me for $250. I have complained to no avail.

  

  Business Response

  Date: 10/13/2022

  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 the supporting documentation to review and reimburse accordingly.

  Customer Answer

  Date: 10/17/2022

  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 reached out regarding my complaint 

   

   

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

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

  

  Business Response

  Date: 10/27/2022

  We have attempted to reach out to the customer again and have not received an answer or reply. Perhaps there is an alternate number where the customer can be reached? Otherwise we request the customer contact us at ************* for assistance or provides the best time, days, and number where they may be reached instead of only replying to the BBB that they have not been contacted. 

• Initial Complaint

  Date:09/09/2022

  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.

  On 6/13/2018, I purchased a Bosch Silence Plus 44 dBa dishwasher (Model SHP865WD2N) from ********************* (*****), which arranged for the installation. I purchased a CPS 5-year warranty (#*******). The dishwasher operated without a problem until September 2021 (almost 3 years), when an E15 error code occurred. We routinely used the Speed 60 cycle at the end of the wash cycle. When we turned off the power to the appliance, the dishwasher reset overnight and would function for several weeks, until the next error message. I filed a claim with CPS (#*******) and the appliance was serviced on 12/6/21. The service technician sent by CPS indicated that the drain hose had been improperly installed as it was not raised high enough above the base of the dishwasher. This made no sense as the problem began 3 years after installation. We raised the drain hose as advised continued to get the E15 error code every few weeks until August 2022, when the E15 error code remained illuminated despite the fact that the power was turned off for days. Clearly, the problem is a failure in a microprocessor. I attempted to file a warranty claim on 8/21/22 to have the microprocessor replaced. I received a message from CPS which states Please Note: Our record indicates that this unit is still covered under manufacture warranty. Try contacting the manufacturer prior to filing a claim. The manufacturers telephone number on file is ***** ********. For the record, the Bosch warranty on parts and labor is 1 year, with a limited warranty for the microprocessor or circuit board (parts only) in the 2nd to 5th year. Had I followed CPS instructions, I would have to pay for labor to have the microprocessor replaced. I purchased the 5 Year Warranty Extension through ********************* serviced by CPS for parts and labor. What does this warranty cover? At a minimum, I expect a refund of the $150.00 cost of the CPS Warranty. Thank you.

  

  Business Response

  Date: 09/19/2022

  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.
   
  We have reached out to the customer and discussed the matter in depth to address any disparity and have provided the customer with a policy refund as per their request.

  Customer Answer

  Date: 09/29/2022

  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:09/09/2022

  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 an after market 5 year warrantee on a ******* refrigerator through CPS in 2021. The refrigerator had an issue which was reported to CPS on August 15, 2022. The issue caused the refrigerator to become unusable as food would spoil if left in the refrigerator. Since the issue began, I have been in constant contact with CPS, through phone call and email. I have had to work through several issues including re-uploading proof of purchase, re-uploading pictures of the serial number, both of which had previously been uploaded when registering the warrantee. Once resolved, I have been re-assigned to 4 different technicians to fix the issue, and none of which will provide the service. One was out of town (Did not service appliances in my area), one claimed they did not fix the type of issue which exists with the refrigerator, another was unresponsive to phone calls. The claim is currently sitting back with CPS, and they are unable to provide a **************** has been in this position for three days. I have called and been refused access to a supervisor via the phone calls I have been on. I have been told I would be contacted by a supervisor and have not been. Meanwhile my tenant is living without a refrigerator and unable to keep cold food. Very disappointing.

  

  Business Response

  Date: 10/03/2022

  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 confirmed that the issue has been resolved and any open claim satisfied.

  Customer Answer

  Date: 10/11/2022

  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:

  At this time I still do not have a working appliance nor a refund

   

   

   

   

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

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

  

  Business Response

  Date: 11/10/2022

  CPS has not been able to reach the customer at the contact information listed nor have we been able to locate a currently open claim for this customer.

  
  If ******************** would be able to provide us with the latest contact information and the claim number he is referencing we would be happy to assist further.

• Initial Complaint

  Date:08/22/2022

  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.

  ************************************** Motion Collection ******** * *********** Sectional Sofa from Appliances Connection on 1/27/21 was delivered on 2/18/2021. I also bought a furniture ?warranty from CPS too. On 3/18/2022, I filed a complaint that ? The spring or cushion is bulging on the left facing chair, so the leather covering looks lumpy. I forgot to add that the legs were wobbly, so I emailed CPS on 3/24/22 since I could not update my claim. They sent someone out to only fix the cushion on my chair. He only pulled cushion ?straight, and within less than a week, the cushions started to bulge ? again but worst. I filed another claim about the pillow, along with the wobbly legs.? A different person came out to look at it and stated that *************** was made worse by the first person because they didnt glue The cushion down, which made it worse. He also noted that the wobbly legs could be fixed but not in the amount of time the warranty company allotted?. He pointed out that the issue could have been due to delivery, but ?I informed him that everything was delivered in the original boxes, which were heavily padded and taken out and installed in front of me. The warranty company, CPS, now does not want to do the repairs on my chair even though they made it worse by the first person they sent out. CPS stated that since the last furniture repair person noted that it was due to delivery, they now said they dont want to return it. I have photos of the boxes that the furniture came out of, along with pictures of the furniture being installed. In addition, this problem started after I had the furniture for a year. I want my furniture to be repaired or replaced.?

  

  Business Response

  Date: 08/24/2022

  Upon review of the customer's complaint, we would like to highlight the following inconsistencies in the customer's original complaint details:
  
  

  1) CPS dispatched the same service provider during two individual claims, once in March 2022 and once in July of 2022. There was no different servicer dispatched by CPS to address the customer's issue.

  2) While we do expect authorized service providers to evaluate each item and identify and present any findings to CPS, we cannot account for an issue which was neither reported to CPS by the customer nor the ********************** provider and any attempt to do so going forward would be purely a courtesy granted at CPS's discretion, unless such an issue on its own makes up a valid claim.

  3) Upon opening a new claim in July 2022 to address the issue that persisted along with the newly reported issue, the determination of the damage and its nature was made by a second technician, who was dispatched from the same service provider. We have included the full tech notes from this visit below, verbatim:

  "Tech Comments: EXTENSIVE DELIVERY DAMAGE CAUSED BY DELIVERY. ***** DAMAGE, SPRING/**** DAMAGE. ALL THE ***** LEGS WHICH ARE BOLTED INTO THE ***** OF THE **** WERE LOOSE AND CANNOT BE TIGHTENED. THE MATERIAL USED IN CONSTRUCTION IS PARTICLE BOARD WHICH HAS SPLINTERED. THE LEATHER UPHOLSTERY WILL HAVE TO BE REMOVED FROM THE BOTTOM OF ALL PIECES AND THE ***** WILL HAVE TO BE REPAIRED. THE *** **** PIECE IS DISTORTED. IT WAS REPAIRED BY A PREVIOUS TECHNICIAN AND THIS REPAIR HAS FAILED. THE **** IS DAMAGED AND WILL NEED REPLACED. WHEN THE NEW **** IS INSTALLED IT WILL HAVE TO BE GLUED TO THE INSIDE OF THE SEAT CASING. THIS IS EXTENSIVE AND WILL REQUIRE A SHOP REPAIR OR REPLACEMENT. FSN DOES NOT HAVE SHOP TO DO SHOP REPAIRS. CUSTOMER WAS KIND AND PATIENT BUT VOICED HER DISAPPOINTMENT WITH THE DELIVERY TEAM AND OVERALL EXPERIENCE"
  
  As shown, there is no indication that the damage was the result of the first technician's visit, but rather speaks to damage incurred during delivery, which is not covered under the CPS policy applied to this product. Our denial was based on this fact. Furthermore, the technician goes on to mention the customer's acknowledgement and disappointment of the delivery issue, which was not included in the customer's complaint to the ********************.
  
  
  As such, our denial of the customer's claim must unfortuntely stand. We request this complaint be considered resolved pursuant to the aforementioned details and evidence. The customer is welcome to file an appeal and present any additional supporting evidence for this appeal by contacting us directly at ************.

  DELIVERY DAMAGE CAUSED BY DELIVERY. ***** DAMAGE, SPRING/**** DAMAGE. ALL THE ***** LEGS WHICH ARE BOLTED INTO THE ***** OF THE **** WERE LOOSE AND CANNOT BE TIGHTENED. THE MATERIAL USED IN CONSTRUCTION IS PARTICLE BOARD WHICH HAS SPLINTERED. THE LEATHER UPHOLSTERY WILL HAVE TO BE REMOVED FROM THE BOTTOM OF ALL PIECES AND THE ***** WILL HAVE TO BE REPAIRED. THE *** **** PIECE IS DISTORTED. IT WAS REPAIRED BY A PREVIOUS TECHNICIAN AND THIS REPAIR HAS FAILED. THE **** IS DAMAGED AND WILL NEED REPLACED. WHEN THE NEW **** IS INSTALLED IT WILL HAVE TO BE GLUED TO THE INSIDE OF THE SEAT CASING. THIS WAS NOT DONE BY PREVIOUS TECHNICIAN CAUSING THE REOCCURRING DISTORTION AND NOW DAMAGE TO THE ****. THIS IS EXTENSIVE AND WILL REQUIRE A SHOP REPAIR OR REPLACEMENT. FSN DOES NOT HAVE SHOP TO DO SHOP REPAIRS. CUSTOMER WAS KIND AND PATIENT BUT VOICED HER DISAPPOINTMENT WITH THE DELIVERY TEAM AND OVERALL EXPERIENCE

  Customer Answer

  Date: 08/28/2022

  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:

  Hello,
  
  The first technician did not note that it was a delivery issue.  When you look at the two claims and the pictures, they dont make sense.  The second claim states that my sofa was Trashed/Abused/Neglected which is not valid, while the first states that my sofa is in fair condition and a manufacturer defect. The cushion and wobbly legs were mentioned in both claims, but the legs were not addressed at the first visit. I dont know where the delivery narrative is coming from. I never stated that the delivery team doing a bad job to the tech. I only mentioned that they left all the boxes and packing materials in front of my garage, which you can see in the picture I attached in my complaint.
  
  
  When I spoke with the second tech about the chair looking and feeling worse than before, he stated that the first tech made the chair worst because he did not glue any of the cushion or foam down, which is why I had the same issue but worse within a week of the first tech coming out. This is mentioned in your reply at the bottom but was not quoted completely.
  
  
  THE RSF **** PIECE IS DISTORTED. IT WAS REPAIRED BY A PREVIOUS TECHNICIAN AND THIS REPAIR HAS FAILED. THE **** IS DAMAGED AND WILL NEED REPLACED. WHEN THE NEW **** IS INSTALLED IT WILL HAVE TO BE GLUED TO THE INSIDE OF THE SEAT CASING. THIS WAS NOT DONE BY PREVIOUS TECHNICIAN
  CAUSING THE REOCCURRING DISTORTION AND NOW DAMAGE TO THE ****. THIS IS EXTENSIVE AND WILL REQUIRE A SHOP REPAIR OR REPLACEMENT.
  
  
  In addition, the pictures that I posted in the complaint show what the furniture looked  like after delivery. This all started this year. My sofa issue was not due to delivery.  

   

   

   

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

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

  

  Business Response

  Date: 09/12/2022

  As per the initial response, the issue was noted by the service company involved to be due to physical damage as a result of delivery/install issues. CPS warranty terms and conditions outline we do not cover these issues. We understand the consumer feels that we should cover these issues but that does not change the original terms of the plan. The consumer is aware of this and is still pressing the complaints which we feel the BBB is unfairly facilitating despite our decision being in line with our terms and conditions, which the BBB lists as a requisite in order for a complaint to be valid. We request this complaint be closed on grounds of being invalid - a consumer disagreeing with an authorized servicer does not change the fact that the consumer is a layperson disagreeing with a professional assessment. 
  
  As such we request this complaint be considered closed instead of being re-opened repeatedly; this can result in the BBB being used as a weapon against a business in a situation where we are in the right.

  Customer Answer

  Date: 09/23/2022

  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:

  The service company's initial response to the issue stated that the damages were due to the manufacturer's defect, not delivery--see attachments. Neither technician ever informed me that sofa damages were due to delivery or installation when on site. We need to go by the initial technician's view of the sofa. Also, it bothers me that you are not addressing why you amended the comment section from the 2nd technician stating that the cushion was made worse by the first technician not gluing it down. Why did you delete a sentence from the quote and then lie, saying it was not mentioned? You are being unfair as a business by not honoring your terms and being deceitful by taking out verbiage from the second technician stating that damage was done by the first technician you contracted. We can agree with the initial evaluation, which had the same issues. You are taking advantage of me and being deceitful. Please fix or replace my sofa.

   

   

   

   

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

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