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:12/12/2024

  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 December 1st I reported that my refrigerator wasn't not working. On December 4th they responded with a technician arriving to fix the refrigerator on December 7th. After complaining they sent him on the 5th. He caused further damage to the appliance buy using a s**** driver to chip ice off of the fan, now the freezer doesn't keep temp and the ice maker doesn't work. I requested a new technician. They responded that I had to use the same technician. When I refused they said I had to hire my own technician and submit to be reimbursed because they could not find another technician to work with them. I again refused that as seeing reports from other consumers not being reimbursed. I got supervisors involved and asked for the unit to be replaced. They have yet to respond with any solution other than a service call on January 7th. Nearly 40 days without a refrigerator

  

  Business Response

  Date: 12/26/2024

  Thank you for bringing this matter to our attention. It is CPSs top priority to make sure every inquiry is responded to and resolved amicably.
  
  CPS has reached out to the customer to explain the repair process.  The *** authorized servicer made an appointment for the earliest availability.  Once the repair is complete, CPS will follow up with the customer to review the outcome

• Initial Complaint

  Date:11/21/2024

  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 masterbuilt smoker from ***************. I was purchased a 4 year extended warranty from cps via greentoe. Warranty was registered and approved back in Jan, 2024. Grill has failed and emitting coal embers outside of unit, which is a fire *******. For the last week I've submitted every document request for proof of purchase, detailed proof of purchase of both smoker and warranty. They have denied warranty claim in bad faith.

  

  Business Response

  Date: 12/03/2024

  Thank you for bringing this matter to our attention. It is CPSs top priority to make sure every inquiry is responded to and resolved amicably.

  CPS has routed the claim and provided the customer with next steps to have their claim resolved. 

  Customer Answer

  Date: 12/10/2024

  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 

  I have sent several emails and left a voicee mail to *** at cps in response to Acs phone conversation I had with them.  Acs doesn't service smokers/grills. There's not a service provider in the area. So the only thing left is to replace unit. I haven't received at response from cps as of today 12-10.

   

   

   

   

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

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

  

  Business Response

  Date: 12/20/2024

  CPS has spoken with the customer on 12/17 and explained the option to move forward here.  Please mark this complaint as answered

  Customer Answer

  Date: 12/24/2024

  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 ere]

   

   It seems very convenient for cps to claim, " since your manufacturer doesn't offer any repair centers in my area, all we can do is refund your payment".  This warranty was discripted as an extended warranty after manufacturer warranty runs out. Most warranties state, if it can't be fixed a replacement is only other option.  According to a cps supervisor that is not what they do. Very deceptive. 

   

   

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

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

• Initial Complaint

  Date:11/04/2024

  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.

  Paid for warranty (#*******) for our ********************* dishwasher. Provided the requested information for service, which was denied without reason under claim # *******. Responded to the company with additional evidence and have not received a response within the 3-5 days stated by the company. My dishwasher is broken and I am seeking to have the company honor the purchased extended warranty or refund my money.

  

  Business Response

  Date: 11/15/2024

  Thank you for bringing this matter to our attention. It is CPSs top priority to make sure every inquiry is responded to and resolved amicably.

  CPS requested the customer perform some troubleshooting prior to have a service call set up to avoid an erroneous service call.  As mentioned in the email, sent below, it states if the troubleshooting does not assist to contact CPS and reopen their claim.

  Please perform the following troubleshooting steps. if the issue persists, please contact CPS to re-open your claim for service:
  
  Troubleshooting
  
  Inspect the Lid Seal:
  
  Step 1: Open the top drawer and check the lid seal for any visible wear, damage, or obstructions preventing a tight seal.
  Step 2: Ensure that the drawer slides smoothly into place and engages the lid properly.
  
  Check the Water Inlet Valve:
  
  Step 1: Inspect the water inlet valve for blockages or sediment buildup that could restrict water flow.
  Step 2: If possible, run a rinse-only cycle to test if water fills the drawer properly.
  
  Inspect for Water Leaks and Flood Switch Activation:
  
  Step 1: Pull the dishwasher out to check if water has accumulated at the base of the unit. If so, the flood switch may have been activated.
  Step 2: If water is present, dry the base thoroughly and see if the top drawer resumes normal operation.
  
  Reset the Dishwasher:
  
  Step 1: Unplug the dishwasher for a few minutes to reset the control system.
  Step 2: Plug it back in and try starting a cycle to see if the issue persists.
  
  Check for Loose Wiring or Connection Issues:
  
  Step 1: If you have access, inspect the wiring harness for the top drawer to ensure no loose or disconnected wires are present.
  Step 2: If wiring looks intact and connected, the issue may involve the control board or drawer motor.

  
  

  Customer Answer

  Date: 11/19/2024

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

  [Your Answer Here]

  I have since spoken to the company via telephone. The company acknowledged that I had made a BBB complaint and advised that they would eventually contact me to follow up. I advised that an authorized and certified ****** and Paykel third party technician came to my home at my own cost and diagnosed the issue. Still have not heard from the company. It should not take WEEKS to resolve a warranty claim after I have provided proof of the issue. 

   

   

   

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

  
  Sincerely,
  
  **** ****
  
  
  
  
   
  

  Customer Answer

  Date: 12/16/2024

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

  I have yet to coordinate with the company to even attempt to schedule them to come and observe the unit. Due to the lengthy process, I was forced to purchase a dishwasher. Now with the holiday season I doubt that this will be addressed in 2024. A dishwasher is considered a "Major" appliance and since this incident began back in October and since I have received assistance from everyone but CPS I was forced to take action. I am not sure of the "required payment" that CPS is requesting since Discover returned the disputed amount. I am not sending any additional money. CPS has the email(s) and telephone number(s) for my wife, Aly and I. ******************** ************ and ******************** ************ in case I am mistaken.    

   

   

   

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

  
  Sincerely,
  
  **** ****
  
  
  
  
   
  

  

  Business Response

  Date: 01/06/2025

  This claim is still pending deductible payment.  Since the customer no longer requires **********************, ******************** will close the claim. 

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The handle broke off of my microwave/oven combo unit on October 3rd 2024. I filed the claim the same day. CPS sent out to two different repair centers which confused everyone. So, when I went to call the initial repair center to set up the appointment they cancelled ordering the parts because they were told they were no longer responsible. It was only then I checked the portal and a DIFFERENT repair service was listed. The repair center they assigned this to has 1.5 stars on ****** and has been unresponsive (today is now October 21st) According to the CPS portal, it was assigned to this repair center on October 7th. I am still without a working unit to cook for my family. claim *********

  

  Business Response

  Date: 11/05/2024

  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 reviewed the claim and a part needed for repair is on backorder from the manufacturer.  CPS has followed up to obtain an ETA.  We have communicated to the customer their options.  We will update as more information is available 

  Customer Answer

  Date: 11/05/2024

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

  [Your Answer Here]

   I am still without a working oven/microwave to cook for my family.  They should have found another repair station that could quickly resolve the issue.  I called the manufacturer and the part is not on backorder.

   

   

   

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

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

  

  Business Response

  Date: 11/15/2024

  CPS is continuing to follow up with the manufacturer and service provider on the *** of the part.  CPS will keep the customer informed on our findings. 

  Customer Answer

  Date: 11/18/2024

  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:

  They have not found another repair station to fulfill the repair.  I have had to follow up myself as there has been zero update from CPS to me directly unless I call or email them myself.

  Extremely unhappy, still without a working microwave/oven unit.

   

   

   

   

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

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

• Initial Complaint

  Date:10/21/2024

  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 filed a claim for my washer with the warranty purchased from CPS. The company choose to offer me a settlement payment on 9/9/24. The said it could take up to 30 days for payment. I spoke with them on 10/9/24; the stated that I would receive a confirmation email within ***** hours confirming payment. I have received nothing. I spoke with them on 10/17/24. The customer ********************** agent refused to transfer me to a supervisor or give me any update on settlement payment.

  

  Business Response

  Date: 11/04/2024

  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 working on sending a settlement to the customer. ******************** and the customer had to settle a credit card dispute first which help up the process.  

  We will update once it is sent out. 

  
  

  Customer Answer

  Date: 11/05/2024

  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 business has repeatedly stated they will provide the settlement payment within 48 hours; however at this time they have. not provided settlement.

   

    

   

   

   

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

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

  

  Business Response

  Date: 11/14/2024

  Settlement check was mailed under tracking ***********************  Please close this complaint

• Initial Complaint

  Date:10/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an extended warranty on our icemaker from CPS. The compressor needs to be replaced. One of CPS's approved service technicians came out and gave a quote for the cost to fix it, which is basically the same price as a new unit. Instead of fixing the ice maker, they are simply trying to give us a few hundred dollars as a "settlement". This is no where in our agreement. In fact, this is what CPS has on their website:"Our standard appliance plan covers 100% of the parts and labor used in the repairs of your appliance. The warranty also covers all hardware failure and inner machinery failure.Any product that plugs in or takes a battery qualifies for this program. If your product fails to operate properly under the terms of its written warranty, we will replace it, No Questions Asked!"We have attempted multiple times to resolve the issue, and they will not comply. They simply respond with another generic "settlement". The most recent offer is $900, but a new unit will cost more than double that. They are a liars, cheaters, and scammers. I have asked to see in our agreement where they can simply offer a settlement, especially since their website makes it clear they will cover 100% and replace, "no questions asked" (what a joke). I have also asked them several times, under what scenario would they actually replace a unit under warranty? Why is our situation special? Do they pull this c*** for everyone or just us? No human response. We simply need our icemaker fixed or replaced. They are unresponsive liars.

  

  Business Response

  Date: 10/23/2024

  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 reviewed the case and provided the full amount eligible per the terms and conditions.  
  
  

  Customer Answer

  Date: 10/24/2024

  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:

  They still have done nothing to resolve this except keep offering low-ball settlement amounts which will not fix nor replace the icemaker. They make up a phony depreciated or fair market value amount and expect me to accept it. Meanwhile, I have an icemaker that does not work. I have asked them over and over and over and over again to please show me where our agreement has anything to do with receiving a depreciated / "fair market" settlement. I am so tired of pointing this out, but this is the promise they have posted on their website:

  "Our standard appliance plan covers 100% of the parts and labor used in the repairs of your appliance. The warranty also covers all hardware failure and inner machinery failure.
  Any product that plugs in or takes a battery qualifies for this program. If your product fails to operate properly under the terms of its written warranty, we will replace it, No Questions Asked!"

  I recently received another quote to fix the icemaker from a different repair company. They would do it for $1,500 instead of nearly $2,000, which was the first quote to fix it from CPS's approved vender. I asked if they could just pay me the $1,500 so I can fix the icemaker and they refused, once again offering a silly low-ball amount which will not help. 

  For the millionth time, I would like CPS to show where our agreement has anything to do with paying a "fair market value" instead of fixing or replacing the icemaker. I would not have bought the warranty if they stated these terms. Instead, they say "100% coverage, no quesitons asked". False advertising? Bait and switch?

  I'm still open to accepting $1,500 to put this whole issue to bed. But, they probably won't. CPS is a corrupt, loathsome company that takes advantage of people through deceit and lies. 

  ***** ****

  
  
  
   
  

  

  Business Response

  Date: 11/01/2024

  CPS has rereviewed the claim and the maximum amount per the terms and conditions of the policy is $975.00.  The settlement email was resent to the customer and once accepted, the funds will be sent promptly. 

  Customer Answer

  Date: 11/04/2024

  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:

  Unbelievable. For the one-millionth time, SHOW ME THE ***** AND CONDITIONS YOU ARE REFERRING TO! How many times do I need to ask you to point out where we agreed to a made-up depreciated value when I bought this warranty? Show me in writing the contract we entered into together. If you simply show me, I will agree to your pathetic made-up offer. Your approved vendor says a repair will cost $1,900. I found another repair company that will do it for $1,500. I only asked for $1,500. You offer is $975. One again, for the one-millionth time, this is what you say on your website regarding the warranty we bought:

  "Our standard appliance plan covers 100% of the parts and labor used in the repairs of your appliance. The warranty also covers all hardware failure and inner machinery failure."
  "Any product that plugs in or takes a battery qualifies for this program. If your product fails to operate properly under the terms of its written warranty, we will replace it, No Questions Asked!"

  Can you at least admit that you are selling a scam? If you admit this is a scam, I will accept your pathetic offer. And/or if you show me the "terms and conditions", I will accept your offer. Your choice. Then you can be done with me.

  In summary, show me the terms and conditions. Show me the terms and conditions. Show me the terms and conditions. Email them. Text them. Send them in the mail. Whichever you prefer. The fact is you are liars. The terms and conditions state that you are supposed to fix or replace my ice maker. This is why you refuse to show me the terms and contitions. They don't exist. Otherwise, why wouldn't you have pointed them out over this months-long debacle? You lie and are a horrible company. 

  Sincerely,
  
  ***** ****
  
  

• Initial Complaint

  Date:10/09/2024

  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.

  Approximately 5 months ago, my oven was not working correctly. I engaged CPS as I have an extended warranty with them. I purchased the oven approx. 2.5 years ago, so CPS is now my only option to file a claim and attempt to have it repaired. After multiple phone calls, and incorrect information from CPS (and paying my deductible), I was finally able to have an "authorized" repair company (Thorough Appliance Repair) approved through CPS, to attempt to fix the range. After several visits (and several hours spent each visit) as well as engaging the oven manufacture Forno, both ***** and Thorough Appliance, declared the oven as "unrepairable". ***** in an attempt to help, paid for a separate repair company (*** ********** to attempt to fix the range after Thorough Appliance and again, after several visits/hours, multiple parts replaced, etc., the oven still doesn't work and was also declared unrepairable by them and ***** agreed. CPS is supposed to pay me out for the current value of the oven after depreciation from the time of purchase, and also assessing current market value of a new oven today; this was what I could gather after several escalated calls, arguing with their rep ***** is not bankrupt, and ultimately speaking to a manager; they continue to be vague about what they would actually pay out. I recently got a call from another repair *** as CPS is now trying to do this all over again, even though they were notified it's not repairable. They are stalling, reducing the payout if I enter into 2025, for an unfixable oven. I want the money they owe me for the warranty so I can finally get a replacement oven. I call CPS constantly, and can never get anyone on the phone; I am forced to leave a call back number and when they do call, it mysteriously disconnects when I answer. I've also emailed several times and I get no response. I paid for a warranty and they don't want to pay out; the company is horrible and should be investigated for fraud.

  Customer Answer

  Date: 10/23/2024

  Hello
   
  Ive tried updating the case but the link is expired. I have repeatedly attempted to contact this business, demanding an update. After repeated attempts (and calling from an unidentified number), they magically answered my call and after explaining the situation (again) they stated a manager would call me from CPS. Well, the manager called me last week, and he was incredibly rude, spoke over me constantly, and proceeded to be completely condescending after I attempted to explain to him (and provided the evidence from Forno, the oven manufacturer), that FORNO declared the oven unrepairable.
   
  He refused to accept actual documentation from FORNO that I sent previously, claiming CPS needed some ** Number yet this was the first time anyone had heard of this request. He also then flat out lied, stating that while he placed me on hold, he spoke to the repair company they dispatched to originally attempt to repair my oven (Thorough Appliance Repair - TAR) stating TAR attempted to get the ** number and FORNO refused to give them one. This was completely fabricated by this unprofessional, joke of a manager, as FORNO had no idea what that number even was.
  
  I immediately called ****, from TAR, and he was confused by CPS statement. He was happy to reach back out to FORNO and was able to obtain this new demand for an ** number. CPS Warranty now has this number as of last week (please see attached). I have yet to hear from CPS, so I am informing you of the latest as I still do not have a resolution.
  
  If there is any way you can assist, please do. I appreciate your help.

  Customer Answer

  Date: 11/05/2024

  Hello
   
  Ive tried updating the case but the link is expired. I have repeatedly attempted to contact this business, demanding an update. After repeated attempts (and calling from an unidentified number), they magically answered my call and after explaining the situation (again) they stated a manager would call me from CPS. Well, the manager called me last week, and he was incredibly rude, spoke over me constantly, and proceeded to be completely condescending after I attempted to explain to him (and provided the evidence from Forno, the oven manufacturer), that FORNO declared the oven unrepairable.
   
  He refused to accept actual documentation from FORNO that I sent previously, claiming CPS needed some ** Number yet this was the first time anyone had heard of this request. He also then flat out lied, stating that while he placed me on hold, he spoke to the repair company they dispatched to originally attempt to repair my oven (Thorough Appliance Repair - TAR) stating TAR attempted to get the ** number and FORNO refused to give them one. This was completely fabricated by this unprofessional, joke of a manager, as FORNO had no idea what that number even was.
  
  I immediately called ****, from TAR, and he was confused by CPS statement. He was happy to reach back out to FORNO and was able to obtain this new demand for an ** number. CPS Warranty now has this number as of last week (please see attached). I have yet to hear from CPS, so I am informing you of the latest as I still do not have a resolution.
  
  If there is any way you can assist, please do. I appreciate your help.
  
  Thanks            
   
  ***** **********

  

  Business Response

  Date: 11/19/2024

  Thank you for bringing this matter to our attention. It is CPSs top priority to make sure every inquiry is responded to and resolved amicably.

  The customer has filed an additional complaint through a legal route and CPS can no longer respond via this forum.  CPS will respond via the legal forum.

• Initial Complaint

  Date:10/07/2024

  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 from **************************** that was issued by Consumer Priority Service (CPS). In August, I reached out to National Appliance Warehouse that my ice maker was making an extremely loud noise. They connected with CPS who sent out one of their 'authorized providers' a company by the name of ********************** aka AT YOUR SERVICE. A man named *** from ********************** aka AT YOUR SERVICE agreed something wasn't right with the ice maker. He called the manufacturer, **, and ordered repair parts. A couple of weeks later *** came back and installed the parts, in the process, scratching my floor when he pulled the ice maker out and damaging one of the cabinets. *** called when the repair was complete and told me he didn't turn the ice maker back on in case it leaked since no one was home at the time. Well that was the first red flag. Not sure why the unit wasn't tested to ensure the repair was properly done. A week later my wife and I came to the house (it's a seasonal property) plugged the ice maker in and turned it on. We let it run for about an hour and became concerned when it wasn't producing any ice. The ice maker is on the top (third floor) of our house so I decided to walk downstairs to the second floor. As shown in the attached picture (second floor damage), the ice maker leaked water from the third floor all the way down to the first floor. So as of now, I am left with damaged drywall on two floors, a scratched floor, a damaged cabinet and an ice maker that doesn't work. CPS refused to address the issue despite repeated emails and phone calls. Additionally, their service provider VIDEO **************** aka AT YOUR SERVICE will not respond to anything either. I am asking for all damages to my house to be repaired by CPS and for CPS to provide us with a new ice maker at CPS's expense. I will pursue litigation is this matter is not resolved. I appreciate you taking the time to read this. Thank you

  

  Business Response

  Date: 10/16/2024

  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 reviewed the notes and currently the service center opened a ticket to work on a resolution for the customer.  ******************** did not cause any damage to the customer's home, the ********************** center may have.  Please direct your damage inquires to the service center as they would hold the liability here. 

  Customer Answer

  Date: 10/17/2024

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

  I purchased an extended warranty from your company, so you are ultimately responsible for the damages caused to my home. Who is the service center? I don't know what that means or how to contact them. You assigned what appears to be a very bad business to do work on behalf of your warranty program. I did not choose to work with this business you assigned them to me. I suggest you review the awful Yelp reviews your service provider has (*****************************************************************). You should never assign them to do any work on your behalf again as it's damaging to the reputation of your business. Meanwhile, more than a month has gone by and I do not have a worker ice maker and I still have damages to my home. 

   

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  

  Business Response

  Date: 10/28/2024

  CPS is in the process of reviewing this internally with the service provider for a resolution.  We will update you when we have more information. 

• Initial Complaint

  Date:10/04/2024

  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 particular incident, I have had others equally more frustrating, but this one began in April of this year. I, for the first time, had to pay a (they did reduce it) deductable of $99 to S&S Appliance to evaluate repairability. It was determined to be a known issue, and an estimate for repairs was sent to CPS for repairs. I have been bounced from one person or department to another for months. Now, they said ******* was handling it, but my refrigerator is not under the manufacturer's warranty. ******* only deals with Cone Appliance. I have read about them through your agency, and they have an F, and it is all about service or lack thereof. I paid my money to S&S. It took me forever to trust them. S&S should be the ones coming to repair the ice maker. I am being jerked around because I feel because I was told my warranty ends after the first of the year until it expires, and I never get any repairs done. The bad part is that I may be having a recurring issue with the freezer portion of my refrigerator, which has already been repaired. I don't want to go through all of this ******** late husbandthat is a story in itselfpurchased extended warranties on all of our new appliances during the renovation of our home. I shouldn't have to go to such extremes to get help. I paid for a service, and I am being jerked around trying to use it.

  

  Business Response

  Date: 10/16/2024

  Thank you for bringing this matter to our attention. It is CPSs top priority to make sure every inquiry is responded to and resolved amicably.

  Sealed system repairs require an authorized technician to complete the repair properly to manufacturer specifications.  The compressor is covered under the manufacturers warranty which is still active and supersedes any liability on CPS side. 

  Please close this complaint as answered

  Customer Answer

  Date: 10/18/2024

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

  [Your Answer Here]

   CPS never provided me with the information that they provided to you. I stated many times that going to the ******* website and checking on my registered appliance, the refrigerator in question, stated that it was "out of warranty" and I had no action that I could do through them to CPS. They have led me along for months, since April of this year. I have never, once heard from the so called "technician" from "Cone Appliance" that CPS claims is the "only" approved place to do their repairs. It is easy to see why, because this company, whom I have rejected many times due to BBB information, has been turned into you for non, or shotty service. Also, service declared not needed, when in fact it was, so that "*******" (who I personally, in my own personal opinion, believe have a vested interest in this business) can avoid doing repairs on their products. There have been nurmerous complaints made to you, the BBB, about Cone Appliance. You, the BBB, have them, Cone Appliance, rated an "F".  I need my refrigerator fixed. It was deemed, in need of repair by S &S Appliance when I paid a deductable to have it evaluated, which I want refunded, if S &S is not doing the repair. I am not going to be told by an "F" rated loaded with bad reviews, place telling me that there is not  a problem after all of these months. None of this is acceptable to me. Their response appals me, and insults my intelligence. Everypone is dropping the ball on this. I have had notihing but issues with the refrigerator, and CPS from the get go, and have lost my husband, much sooner than I should have because CPS dragged their feet with the first claim we made with them. **** claim they strive for customer **********************. Prove it to me. My first appliance, my washer, wasn't repaired until two days after the death of my husband, after a long weekend tending to my washer to be able to use it. It is a long story in itself, and is only "indirectly" related to this issue, their customer **********************. My requests still have not been met. Repair, and refund. This is why I reject their short, "open-ended" response. Thank you 

   

   

   

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

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

  

  Business Response

  Date: 10/28/2024

  As mentioned on our prior response, the manufacturer warranty on the compressor supersedes CPS liability which is a value to the customer since it leaves more liability left for any future repairs that may come up.  

  Customer Answer

  Date: 10/29/2024

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

  [Your Answer Here]

   I had to contact ******* myself as I never heard from them either. They did not have any record of any such repair. They are sending a tech to "evaluate" once again to determine what needs to be done as a gratuity. They won't charge me for this "evaluation". The problem comes when it is evaluated and I get a different answer. I am stuck with an broken refrigerator when it was determined by S&S that it was a problem with the ice maker, which Consumer Reports has indicated this is an ongoing problem with this particular refrigerator. I am not going to be left hanging because CPS wants to wash their hands of something that ******* was not even aware of. I have not been told there is any such "warranty" available for my refrigerator. The person I talked to refused to stipulate such. I don't even know if anyone will show up. As of yet, I have not been contacted. Someone is going to fix my refrigerator. Also, if S&S is not being used, I want my money back. CPS had no right to it if it is under "so called" warranty, which is yet to be known. I am being tossed between two people to avoid fixing my appliance. I am not happy, nor am I satisfied. CPS does NOT live up to their "Satisfaction" guarantee. I am far from satisfied. I will not rest on this matter until it is fixed. If I get it fixed I will close this matter promptly. Thank you. 

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

  ==
  Sincerely,
  
  ****** ******
  
  
  
  
   
  

• Initial Complaint

  Date:10/04/2024

  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.

  ************ purchase/delivery in 4/2020 with an extended warranty. Refrigerator is in need of repair. Called National Appliance Warehouse in ********** DE where the refrigerator and warranty was purchased. They directed me to Consumer Priority Service *********** (CPS) who sent out a repair person. Repair person came out twice and came to the conclusion that he could not repair refrigerator. CPS re-assigned repair to *************. It has taken weeks, numerous calls/emails and cancelled appts to find out that the needed parts are on back order with NO *** on when they will back in stock. The issue was first ****** to National Appliance Warehouse in ********** DE on Monday, 8/26. It's has been over 5 weeks and I am not any closer to getting the refrigerator repaired than I was on 8/26. It has taken numerous phone calls with no resolution. CPS and National Appliance Warehouse are not honoring the extended warranty that was purchased. If they can't repair the refrigerator or even get the parts, then I should be offered a replacement or a full refund of refrigerator cost + the cost of the warranty that they are not honoring. I can't be expected to live without a refrigerator for months.

  

  Business Response

  Date: 10/16/2024

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