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:08/17/2022

  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.

  Bought extended warranty with a couch.Year later spring broke.Put in claim June 6 Waited a month for someone to come out for estimate.Stagnant for month.Back and forth till today. No part, discontinued.I only receive the amount of the warranty. I'm out like 900 dollars!

  

  Business Response

  Date: 08/18/2022

  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.
  
  As per the customer's complaint, the part for this item has been discontinued by its manufacturer for their own reasons. As per the terms of the CPS contract, we are not liable for inability to complete repairs due to lack of service options. As a result, we are unable to provide any further resolution than the refund of the full, paid premium as dictated by the policy terms.

  As such, we request this complaint be considered resolved. The customer has received their due as per the policy terms.

  Customer Answer

  Date: 08/19/2022

  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]

   Unfortunately I was not provided with the information of the contract of the warranty. I would like to have my warranty agreement sent to me, to see where exactly in my warranty it sais, if the product cannot be fixed due to lack of parts the warranty is voided. 

   You're company said if a product cannot be fixed then it will be replaced. Well, it cannot be fixed. Not having the parts to be able to fix it shouldn't be a loop hole for my product not to be replaced. It's only a year old. 

   Furthermore, I don't believe you did everything you could to find the part. You don't know who manufactures it! 

   I did my homework and found the company and they have simular couches still available, which why can't you see if the one of their parts can be interchangeable with my product?

   I believe there's more that can be done to correct this issue!

   

   

   

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

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

  

  Business Response

  Date: 08/24/2022

  CPS will gladly forward the terms of the policy to the customer and remains open to addressing this matter directly via email or phone call with the customer. This is an open dialog from ********************'s perspective and the customer's lack of response to our direct communication attempts since their claim denial would suggest the customer is attempting to leverage the ******************** as a tool to change our denial despite our terms clearly outlining the basis of our decision.
  
  We request this complaint be closed; CPS will be providing the customer an additional copy of their policy terms for review and will be more than happy to address the customer's concerns via the appropriate internal escalation channels.

• Initial Complaint

  Date:08/11/2022

  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 10-year warranty for my ******** range. The oven does not work at all, and I have tried for the past three months to obtain the part that is needed to fix the oven. Every time I contact CPS I get a run around. Typically I am told a manager will call me back within 48 hours and if I dont hear back, I should call again. When I call back, the same story was given to me repeatedly.Finally I was notified by CPS that my request was approved; however, I was told the part is on back order and will not be shipped to my home until sometime after September 15. To verify this false information, I called the manufacturer and found out the part is indeed available right now and the only hold up is CPS has not provided a credit card for the $300 part. The manufacturer emailed CPS regarding this and copied me on the email. No one is responding to the manufacturers email or to my voice messages or email.

  

  Business Response

  Date: 08/24/2022

  Upon review, it seems this customer has a ******* policy covering the major component of the item. This is a parts-only warranty that does not cover labor nor provides a service option to be assigned by CPS. The customer would be responsible for hiring a servicer and providing an estimate showing the covered part as a needed component in order to qualify for reimbursement of the part costs.
  
  At the time of writing, the timeline is as follows:

  4/14/22 - Customer filed a claim with ******************** under this 10-year Major Appliance Component (MAC10) plan and submitted an estimate detailing the need for an ************************* On the item in question, the covered part would be the spark/ignition module. As such, the claim was denied due to a non-covered item.
  
  5/6/2022 - Customer follows up after nearly a month and advises that the authorized service provider they contracted with made a mistake and meant that the ************* mentioned is actually meant to be a Spark Module, which is the covered part. CPS logged their assertion and proceeded to follow up on this claim directly with the *** for verification, a standard protocol in a case of mistaken identity where a servicer is not part of the CPS network.
  
  5/25/2022 - Customer followed up with ******************** providing an amended estimate of repair from *** ********* (the authorized service provider) describing an "electronic control repair" with a "Spark Module" outlined under parts. While this does not suffice for *** verification, lacking follow up from the *** to our initial inquiry CPS accepted this for the sake of giving the customer the benefit of the doubt. 
  
  6/14/2022 - The customer followed up on the matter to see where we were with the review. Due to the discrepancies up to this point, the estimate was not reviewed properly by CPS due to human error. This was outlined to the customer and rectified on the spot, and the amended estimate was now under review for approval.

  6/15/2022 - During the review, it was noted that the provided estimate did not include a parts and labor breakdown, but instead attempted to assess the full cost of the repair as a "part cost". Assuming error instead of attempted fraud, CPS followed up with the *** to verify the cost and availability of this part in order to provide the customer an amended approval with supporting information.
  
  6/28/2022 - After follow up with the ***, the cost assessed by *** ********* for this repair was determined to broken down as $300 for labor, which is not covered, and over $500 for the part. The *** indicated this pricing was incorrect and the part was meant to be available for $230. CPS regularly approves service center markups within reason, but a markup of over 100% is not something we would approve under most circumstances. In this case, due to this outlandish markup and the already dubious nature of the provided estimate from an out-of-network provider who refused to provide a part breakdown directly until pressured, CPS opted to attempt to order the part directly from the *** as the servicer would have had to do via their own distributor.

  6/29/2022 - As the part was ordered via the *** to be shipped directly to the customer, ******************** did not approve a reimbursement for any parts cost as it was paid directly to the manufacturer. Customer was notified.
  
  6/30/2022 - Customer replied to ******************** consenting to having the part shipped to them. Order was pushed through at this point.

  7/8/2022 - Customer requested tracking information. Request was relayed to the *** to be forwarded to the customer once available.

  7/11/2022 - Customer notified ******************** that tracking had not been provided. CPS again requested *** release tracking information for provision to customer.
  
  7/15-7/25/2022 - Customer followed up several times prompting subsequent follow up requests for the tracking information/order status from the *** who had ceased responding at this point.
  
  8/2 - *** was contacted again as part of a routine follow up on the customer's request for information as relayed to them by CPS. At this point CPS was notified part is on backorder until 9/15/2022. Customer informed and understood, agreed to wait.
  
  8/8 - CPS followed up on the backordered part to check if it may have become available early. It did not and CPS contacted the customer accordingly. Customer forwarded communication from the *** that the part was available, but upon follow up with the *** they once more confirmed the part was on backorder despite the communication the customer provided. 

  8/11 - Despite the original backorder date being agreed to and not yet reached, the customer filed a complaint with the ********************.

   

  Based on the above timeline, CPS has gone above and beyond to attempt to rectify a situation in which our only responsibility is reimbursement of a part. We procured and ordered the part instead of bringing the validity of the estimate into question with the customer, a good-faith effort to resolve the issue with as little inconvenience to the customer as possible. The backordered part is outside of CPS' control and can be verified with the *** by calling them. More importantly, lack of parts are not covered by the policy and CPS is not liable for such an occurrence. We believe, based on the timeline presented, that it's evident CPS is not only corresponding with the customer directly but going above our stated obligation to satisfy the customer's claim and broker the situation for them. We will continue to follow up with both the *** and customer directly to attempt to reach the most beneficial resolution for the customer, but maintain our liability is limited to the obligation outlined in the customer's terms - any further concessions or considerations are purely a courtesy and provided at CPS's sole discretion.
  
  As such, we request closure of this complaint and request the customer continue to correspond directly with us as we continue to attempt a resolution to their claim.
  

• Initial Complaint

  Date:08/11/2022

  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.

  Hi I was continued to be solicited to extend the warranty on my appliances by an agent of CPS with the name "***************************" with his email address **************************************** in the email and on the phone they promised 100% parts and Labor, on Feb 1st i ended up paying $430.57,I filed a claim on 2 appliances in mid Feb (Claim # ******* - and # *******), i was shocked to be told that i need to pay a deductible (before they even come down to inspect it) for claim # ******* i was asked $95 and for ****** i was asked ******, i hesitated to pay it since i was promised 100% parts and labor, so I pushed it till May, when I paid the deductibles. Claim # *** they fixed the problem, but claim # ***, they claimed its too expensive to fix it, they will pay me only the current value which in their estimate is ****** 1) i wasn't told about the deductible, only the opposite (see the attached email.)2) they have to either fix the product or replace it, under what right do they determine they will only pay me the current value.3) they charge a deductable of $95, then they only pay the current value of $279 , basicly they only pay me $184.4) to this date they didn't pay me that promised $******

  

  Business Response

  Date: 08/24/2022

  Based on the customer's complaint, ******************** stands by the amount provided per our limit of liability. The customer is factoring in a ********************** call fee agreed upon by purchase and participation of the plan as per the contract's Terms of Service. As such, while we understand the customer's position and feelings that he is only being paid the difference, the fact remains that the two amounts he has mentioned are not only separate transactions but fully in line with our stated Limit of Liability clause in our Terms. 

  The customer has omitted the fact that those terms also outline the cost of claims as being included in our limit of liability. The amount referenced by the customer is the difference between what was spent on repairs and the remaining difference between that limit of liability - in short, CPS has paid out the $279.63 in addition to the cost of repairs totaling over $500. The customer's limit of liability if $760.

  Based on this additional, omitted information, along with the fact that this is within the scope of the Limit of Liability as governed by our ***, as well as the customer's misrepresentation by submitting this claim despite the fact that the *** does not allow further compensation, CPS requests closure of this complaint pending any additional evidence to the contrary.

  Customer Answer

  Date: 08/30/2022

  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]

   1) When I purchased the service, I wasnt shown any Terms of Service, that I needed to agree on, I was shown the email that was attached, thats states 100% labor and parts, and this is what I purchased.

  2)Even by their TOS, Im not factoring in a Service Call fee, the $95.00 was a deductible (see the attached email.) A deductible can only be when you do repairs. (Sharing of the expenses).

  3)CPS is mixing up something here, NOTHING was repaired on this unit, they service men came about June 1st, said first its repairable, but he needed some parts which he didnt have with him, when he came back at a later date he said that he cant repair it, I was then offered the $279.63. I dont know where they spent over $500 for repairs. (Maybe the service men billed for repairs they didnt provide).

  
  4) And to this date I havent received any money from them even the $279.63.

   

   

   

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

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

  

  Business Response

  Date: 03/21/2023

  The email quoted does not contain a payment link, it is an offer to call our sales representative in order to discuss the policy, which is what happened. Policy terms are available at cya.insure/whats-covered and are linked alongside the order confirmation.

   

  This is a conversation we are happy to continue directly with the customer, but the ******************** is neither a governmental agency or a mediator/court of law. As such, in consideration of our constant contact with the customer and his refusal to communicate anywhere but here, the age of this we request this complaint be permanently closed and will not be replying to further inquiries based on this complaint. The customer can contact our Claim Manager directly at *************************************** with any questions/concerns. 

  Customer Answer

  Date: 03/26/2023

  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:

  [Your Answer Here]

   1) they agree that the email is deceptive, their argument is, it was only a marketing tool to make me call them, and at that point they will tell me the truth, and give me the terms of the policy, but that didn't happen, they did both they sent me emails and they called me many many times, (I didn't initiate any call) and I was told on the phone the same thing that's on the email, at no time was I offered to review the terms of the policy, only after giving them my CC over the phone, i received an email confirming my payment, with a link to open an account and a link to the terms of service, (which I didn't review at that time, I couldn't imagine that I was told differently in an email and on the phone, then what it was on the Terms of service)

   

  2) they keep on writing they want to negotiate with me on the phone, the last time we called them about it, (of course after several time calling and not getting an answer - and before making this claim) they told us there is nothing they can do for us etc. if they wish to negotiate, my phone is open and they can call us any time

   
  

   

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

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

• Initial Complaint

  Date:08/08/2022

  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.

  This is a warranty problem. This company I purchased a extended warranty for my refrigerator. The ice maker stopped working. Had it evaluated by a repair technician and was told that the wires at the base of the door were sheared off. He said the from past experience with CPS that they would not cover this repair. He would put the claim in and see what happens. The manager from the repair company called CPS and was told that they would contact me on Tuesday or later. The Monday before I received a call from CPS. Not recognizing the number I let it go into voice mail. After the call was done I listened to my voice mail and immediately called the number back. Was on a music hold for 7 minutes then it went into Asha;s voice mail saying that she would return my call. Still waiting for the return call. I called 2 more times, 7/27/22 and 8/1/22 with no results. I paid good money for the extended warranty and want my freezer door repaired. Dont want a refund of the warranty as the repair man said they would offer.

  

  Business Response

  Date: 08/24/2022

  CPS has attempted to contact the customer and did not receive a return phone call or email regarding their claim. We will again attempt to contact the customer at the provided information and amend their account contact information accordingly. We will address the matter directly with the customer. As this is a case of miscommunication and missing contact info from the customer's submitted registration, we request this complaint be closed as resolved as CPS will be following up with the customer to resolve their claim.

  Customer Answer

  Date: 08/26/2022

  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]

  The above business has not contacted me, tried to contact me other than the first initial call which I immediately returned their call  I did call 3 times after that, leaving a message each time with my call back number. Each time ******* voicemail picked up, the same person who dumped the call as quick as possible  

  I believe that this company is a scam, taking peoples hard earned money and providing no service for it  

   

   

   

   

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

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

  

  Business Response

  Date: 10/26/2022

  CPS emailed the customer on 10/19 confirming approval of his provider's estimate of repair and will continue to communicate directly as per the BBB's guidelines. Complaint specified has been addressed.

• Initial Complaint

  Date:07/19/2022

  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.

  June 5, 2021 Purchased from Liquidations center *************************************************************************** ************ $792.72 One month after purchase, freezer stopped working. I contacted Frigidaire, they came to my home approximately three times to repair the freezer. It was determined that the parts were no longer available. I was instructed to go back to the supplier for a replacement or refund. Supplier instructed me I had to purchase the $99 appliance shield limited warranty through consumer priority service. In February 2022, I have been in contact with them at least 12 times. I keep getting told the part is on back order. There is no date when I will be receiving the part. I have requested a refund at least six times since April. I was always told they will not give me a refund when my freezer can be repaired. Direct dail ************ ticket #*******

  

  Business Response

  Date: 08/02/2022

  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 been hard at work on this customer's case and are happy to report that we were able to track down the missing parts in the customer's claim; the manufacturer has just made them available and we have ordered them to be dropshipped to the customer's home. A customer ********************** manager will be reaching out to the customer to confirm the information and we would request the customer contact us directly with any follow up questions outside of that phone call.

  Customer Answer

  Date: 08/03/2022

  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 told me my part was in so many times. I cannot tell you. I just want my money back. This has been going on since February. I still have a door issue which leaks cold air into my pantry. The door issue has not been resolved. This is just repairing the freezing issue. If CPS looks back on my record. They will see that the door is also leaking. It is been and needs to be replaced. Frigidaire originally told me I needed a replacement unit or a refund. *********** service originally told me if my unit is not repaired in 3 weeks I get a refund. I want a refund, I am tired of dealing with the runaround. 

   

   

   

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

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

  

  Business Response

  Date: 08/17/2022

  CPS is unable to resolve issues on behalf of the **** Our options are limited to repair until such time as an item is deemed mechanically unrepairable by the servicer or manufacturer. We have ordered parts to be dropshipped to the customer's home and are awaiting confirmation of receipt of these parts from the customer. ******************** will be honoring the customer's policy by means of repair as outlined by their policy's terms and conditions. We request closure of this complaint as the decision on this matter is final unless mitigating circumstances change.

• Initial Complaint

  Date:07/19/2022

  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.

  I purchased a TV for $400 at TV4Less in ************, **. They sold me a warranty claiming if anything happens it's covered. I have heard that before so I asked if any thing isn't. I was told no. I purchased a 2 year warranty for $40 additional bucks. In March of 2022 (1yr anniversary of tv) picture tube is out. It comes on but no picture. I called store. Who told me to make claim. 3 weeks later they send a tech out who says warranty doesn't cover infestations. I had other opinions from repairs who say they'd disagree with the term infested. After speaking with two managers. ****** and ****. Who were both very rude. And ****** refused to give me anyone above him stating he runs the call center and **** stating he was raised with roaches and how they cannot help that I have ***** infestation... I was shocked at the gross negligence of moral ethics. Superior customer ********************** as they're to be "leaders" within organization. I asked for a refund for warranty since it can't be used and a waste of my money and **** said that according to their company policy no refund can be given cause of infestation and told me to collect it from the store I purchased it from.

  

  Business Response

  Date: 08/02/2022

  To whom it may concern: 
  
  Consumer Priority Services ("CPS") is in receipt of the above-referenced complaint. The information has been forwarded to me for review and response.

  Upon further investigation, this case was rejected by the licensed manufacturer authorized technician due to bug infestation and physical damage to the unit.

  This clients warranty does not cover such issues.

  Based on the information provided above we kindly ask that you close this complaint out. Should you have any further questions whatsoever, don't hesitate to contact me.

  Customer Answer

  Date: 08/03/2022

  I spoke with a representative/owner of the warranty department who said he would resolve this but said if I made a complaint he would delay the process of a resolution. But unfortunately for him, I had already sent it in. I argued with him that I have 3 other 50 inch televisions in my home and they ALL still work and we're purchased years before purchasing the unit from TVs and Less and getting the warranty. Which when sold to me, I was told it covered anything! He argued with me and spoke down to me stating anyone can promise that. It's not his problem that my house is infested with roaches.i asked for replacement but store refused. Told me it was the warranty company who is reliable. I asked for price of warranty and was told no. This company did not make any clauses clear or obvious to me as a client. And talked to me very disrespectfully.
  I want my television replaced

  

  Business Response

  Date: 08/17/2022

  As per our previous responses, the customer's policy does not cover issues relating to infestation. This matter has been reviewed internally to the highest level. We understand the customer may disagree with the terms and conditions of their contract, however we cannot modify the customer's policy post-purchase. The customer continues to reopen the request as a means of attempting to pressure CPS, however our decision on this matter is final.

• Initial Complaint

  Date:07/18/2022

  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.

  In 2016, I purchased a ******* range from Queen ********* for $2699.00 along with a 6 year extended warranty from CPS for $169.95. In November 2021, the oven started to malfunction. It did not bake properly any longer with cookies coming out raw and bread flopping. It had up until that point worked fine. In January 2022, I called CPS for a warranty repair and since then there have been no less than 7 repair appointments and 3 replacements of the oven control board that took place between February 2022 and June 2022. My oven still does not work properly, although the service engineers say that the system works as designed. It cannot possibly be because my baked goods continue not to bake correctly. And they did prior to November 2021. At this point I asked for what I thought I purchased with the warranty - my money back. I am getting radio silence on this issue. I gave them numerous opportunities to repair the oven. I hope that you can help.***********************

  

  Business Response

  Date: 08/02/2022

  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. Upon further consultation with the item's manufacturer and three separate authorized servicers, the item has been found to be in proper working order as per the dispatched technicians. The customer is welcome to contact ******************** directly with any documentation from an authorized service provider that suggests otherwise and we will be happy to review accordingly.
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/18/2022

  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.

  Claim # ******* I purchased a Jenn Aire wall oven on 5/16/18. The oven has had numerous issues. I filed a warranty claim on April 25, 2022 for a broken control panel The claim was approved however, I have been waiting for delivery of the replacement part with an inoperable oven for almost 3 months now. I have had many telephone conversations with CPS and they have consistently pushed back every step of the way. They advised that I should continue to wait for deilvery of the replacement part even though the waiting could go on indefinitely. Some of the representatives that I have spoken at CPS have not only been unwilling to resolve the claim to my satisfaction, but, they have also been very rude and unprofessional. They have offered to refund the cost of my warrantly which is unsatisfactory and still leaves me without a working oven. I cannot be expected to wait indefinitely for a part to arrive with no working oven in our house since April 2022. All I am asking is for a replacement oven of like kind and quality to the oven that was purchased. This provision is stated in the terms of the warranted that was issued. This issue and pending claim needs to be resolved.

  

  Business Response

  Date: 08/02/2022

  To whom it may concern: 
  
  Consumer Priority Services ("CPS") is in receipt of the above-referenced complaint. The information has been forwarded to me for review and response.

  We approved the manufacture authorized technician's expert diagnostic and estimate of repair, however, the parts are on back order.

  Once the parts come in, the technician will be instructed to come back to the customers home and complete the repair on their unit.

  Based on the information provided above we kindly ask that you close this complaint out. Should you have any further questions whatsoever, don't hesitate to contact me.

  Customer Answer

  Date: 08/03/2022

  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:

  As I have repeatedly pointed out to CPS, we have been without an oven since April.  We cannot be expected to wait indefinitely for a part to come in from the distributor.

  We have waited over 3 months.  The terms of the warranty states that CPS reserves the right to repair or replace the covered product with a comparable feature model of like kind and quality.  This unfortunate situation certainly should qualify for this provision to apply under the warranty contract.  We cannot be expected to wait for delivery of a part with an unknown date of arrival.

   

   

   

   

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

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

• Initial Complaint

  Date:07/11/2022

  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 warranty with consumer priority services. They told me on the phone last Thursday they approved the repair estimate and now they are trying to offer $600 in lieu of honoring their warranty.

  

  Business Response

  Date: 07/22/2022

  To whom it may concern: Consumer Priority Services ("CPS") is in receipt of the above-referenced complaint. The information has been forwarded to me for review and response.

  We are working with the customer directly to make sure this issue is resolved amicably.

  Should you have any further questions whatsoever, don't hesitate to contact me.

• Initial Complaint

  Date:07/08/2022

  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 purchased a 77" ** OLED television for $3,099 which came with a CPS warranty. Six months into the warranty the set was damaged accidentally by a child which is covered under the warranty. I filed a claim on January 13th. I did not hear anything back so I called CPS on January 18th and they asked for more pictures of the damage. I did not hear anything further and I then contacted them on January 24th for an update. I did not get an update until January 26th which was just a "our claims department is working on it". I called several more times in January to be told the person assigned to my claim was not in. Finally on February 1st I received a call from a "supervisor". I was told the warranty required that an attempt to repair the set must be made first before they are willing to pay out for replacement and due to supply chain issues they could not get the replacement screen. Since there were no replacement parts my SIX MONTH old television would be treated like antiquated technology and they were not obliged to pay any replacement. The supervisor gave me a choice of a $1000 settlement or I could wait until May when a replacement part could be available. So I chose wait instead of the lowball offer. On may 12 I called to see if a replacement part was located. The rep said I needed to decline the settlement and escalate if I wanted something other than $1000 and I would hear something in two weeks. I was not contacted and made calls every other day to get a status. I was given a supervisor's phone to call for a status that always goes straight to voicemail and never called back. Finally the settlement was upped to $1250 on July 6th after 10+ calls. A low end model ** television on sale at BJ's on sale for $1400. The comp was NOT like kind or quality. The model covered under this warranty is still on the market. That same model should be the comp, not some random TV that suits the outcome CPS wants.

  

  Business Response

  Date: 07/20/2022

  To whom it may concern:  

   

  Consumer Priority Services ("CPS") is in receipt of the above-referenced complaint. The information has been forwarded to me for review and response.   

  CPS has reached out to the client and we have resolved their inquiry.

   

  Based on the information provided above we kindly ask that you close this complaint out. Should you have any further questions whatsoever, don't hesitate to contact me.

  Customer Answer

  Date: 07/21/2022

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