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:10/03/2024

  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 warranty for my dishwasher purchased in 2020. Since then I have made multiple claims regarding this dishwasher that clearly proved to be a lemon. CPS brochure state on their brochure that if "your product fails you three times due to the same malfunction, CPS will replace your unit". THREE CLAIMS were made on: 03/23/2023, 07/30/2024, 08/19,2024 yet CPS came back with a $412 offer to replace a dishwasher that was well over $1,000. It is merely impossible to get a hold of someone over the phone and or via email. When I attempt to log into My Account via their website their site appears to be down. This company has proven to be nothing but a scam. In the meantime I get calls, texts and emails daily to renew all the other appliances I have under their warranty. They have zero time to resolve an existing issue, but all the time in the world to harass me to spend additional money.

  

  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.

  Per the terms and conditions, CPS is offering the customer a check for the remaining liability of the policy which is the original purchase price less any monies spent on repairs.

  Please close this complaint as answered

  Customer Answer

  Date: 10/22/2024

  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]

  The amount offered by CPS is a sham! They failed to honor their claim where they state that if they are called three times for the same complaint they will consider it a lemon and replace the appliance. The costs of the repairs are no where near what they claim them to be and the company they used to "fix" the issue was dishonest. 

   

   

   

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

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

  

  Business Response

  Date: 11/01/2024

  CPS has represented the settlement offer to the customer today.  Please accept via email and the funds will be sent to you promptly. 

• Initial Complaint

  Date:09/27/2024

  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.

  We have purchased multiple extended warranty policies from CPS and have file a claim number ******* for a Thermador refrigerator that is experiencing severe water dripping from ceiling. We have had a total of five visits from two independant appliance repair services (Just Appliance, At Your Service) both companies have diagnosed the door seal as the issue? The seal has now been replaced twice and the problem still exists. We are now 8-10 weeks with a malfunctioning refrigerator and CPS is still not responding in a positive manner.We have escalated to a supervisor called ****** who basically was not interested and stated we should not have escalated the issue and that we do not understand the problems. I can assure we know the issues and the associated problems this is causing our family. What is the point of an extended warranty if the company providing them has no intention of following through and making a good repair. At this point we have been told by both appliance repair companies that they do not know what the problem is. We want the unit replaced.

  

  Business Response

  Date: 10/10/2024

  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 per the terms and conditions, the unit does not qualify for replacement.  The unit is scheduled for repair on 10/30/2024 as per the customers request.

  Please close this complaint as answered. 

  Customer Answer

  Date: 10/11/2024

  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 feel that CPS dragged their heals with getting this complaint resolved and the shear arrogance top say just close this complaint says it all.  I have purchase 8 separate contracts with CPS and you need to waste a lot of time getting issues resolved.  I do not consider this case closed as this appliance has only just been fixed and needs at least two weeks of trouble free operation before i consider this fixted.  Your Answer Here]

   

   

   

   

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

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

  

  Business Response

  Date: 10/23/2024

  If any issues arise, feel free to contact our customer care team at ************.  This inquiry is closed on our end. 

• Initial Complaint

  Date:09/20/2024

  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 a warranty with this company. After my dryer broke and I filed a claim, it was approved. However, when the appliance company came to fix it, they accidentally broke a non-essential discontinued part (a light). As a result, CPS denied the claim. After numerous calls and emails, CPS stated that if the appliance company was willing to fix the dryer without the light part, they would reapprove the claim. I received confirmation from the appliance company on Sep 13 that the repair was approved. Since then, the appliances company and I have been trying to reach CPS via phone calls, voicemails, and emails, but have not received a response.

  

  Business Response

  Date: 10/15/2024

  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. 

  The customer has accepted a refund of the premium of their warranty plan.  

• Initial Complaint

  Date:09/19/2024

  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 a warranty from CPS with my fridge purchase back in September of 2022. On February 23, 2024, I filed a claim to service my fridge when it stopped working. It would no longer cool. They assigned a servicer to check the issue and attempt to repair it. The servicer could not repair it after going back and forth with them for 4 months. In June 2024, CPS assigned another servicer and that servicer could not repair the fridge as well. CPS then asked me to find my own authorized repair service provider. I went to the manufacturers (*****) website to find a list of authorized repair centers, and called one of the service centers to come out and check it. In July 2024, the service center sent out a tech to take a look and said they would attempt to make a repair but would need to diagnose the issue. When I submitted the invoice to CPS, CPS denied the invoice and proceeded to tell me that ***** was going to repair it. ***** sent out their in house technician in July 23 2024, and upon taking a look, they deemed it non repairable. ***** said the fridge would need to be replaced as it has the newer r500a refrigerant, and they do not repair r500a systems, they just replace it as a whole. Since my warranty is with CPS and not BOSCH, ***** reported in their paperwork that CPS will have to replace the fridge as it is not repairable. Since then, CPS continues to tell me that they are reaching out to BOSCH to get a response from them. I am not sure why CPS is reaching out to *****. ***** told me it is no longer their issue and I submitted the paperwork ***** gave me to CPS. It is now August 19, it does not take one month to get in touch with BOSCH. I can call them right now and they will answer.I just need a working fridge. 6 months is ridiculous to resolve this issue. I purchased a warranty for a reason. Either replace the fridge for me, or offer a check for the value of the fridge so I can purchase a new one.

  

  Business Response

  Date: 10/11/2024

  CPS has reviewed the claim and the latest notes show that the estimate of repair was approved and notification was sent to the customer to proceed.  We will monitor the claim until completion. 

• Initial Complaint

  Date:09/18/2024

  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.

  Filed a claim on August 5, 2024 because my refrigerator stopped cooling and everything went bad. I paid the $99 deductible that same day. The first appliance repairman, came on August 6, 2024 and stated the compressor stopped working. I waited 1 week (August 13, 2024) for them to get the report from the repair company. They denied the estimate, stating they need a second opinion.The second repair services information was emailed to me on August 14, 2024. I called and tried to make an appointment with him saying he would call me back to set up the appointment. I didn't get a call back and it's now Monday August 19, 2024. So I called Consumer Priority Service to ask if there were any other repair service centers they could send out because I cannot seem to get a call back from the second one. The third service center they had set up an appointment with me for Thursday August 22, 2024. However, that day they text and said the repairman called out of work and now I cannot get an appointment til Friday August 30, 2024. So I had to wait for that day, still in very much need of a working fridge. They were able to come out and the repairman stated the compressor is not working. I called CPS September 5, 2024 asking for an update in which I was told the repair center had not sent the report over. I called the service and they checked their info and told me the report was sent on September 3, 2024. Not til September 9, 2024 did I see another 'estimate denied' in the status for my claim. On September 12, 2024 I was sent ANOTHER repair service center. CPS stated the last repairment doesn't work on LC fridges with ***** compressor. I contacted this repairman Sep.12 and he said he would call me back to set up an appointment. Today is 9/17/24 and I still haven't heard from him. Two repairmen have said the same thing. They claim to have needed a second opinion, they got it. Its still broken, over a month later. Now I'm waiting for another repair center.

  

  Business Response

  Date: 10/01/2024

  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 settlement offer and is working towards a solution per the terms of their contract. 

  Customer Answer

  Date: 10/13/2024

  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 am not satisfied with how they are proceeding. CPS only emailed a settlement offer after my complaint with the BBB and stated an offer was being made because my fridge was deemed unrepairable. Which is confusing, as I was told they needed another repair center to come and check the fridge. I rejected that offer because it does not 'Repair or Replace' as stated in their brochure that was given to me when I purchased the fridge and warranty. The next settlement offer was $55.00 less than the first (1 week later). I need more information such as what were the previous estimates that were sent to them by their repair centers, that they rejected. And second, how are they calculating their offer. I don't understand how the settlement offer decreased by $55.00 in one week. I have rejected their offers since then because it remains the same and it will not replace the fridge. The amount I requested is within the warranty terms, pre tax and I'm aware they don't cover the cost of all the food that was lost. They don't provide the information I've asked for. Each time I send a response to their offer, a message states they will reply in 2-3 business days. However, with me, they respond 1 week later. I paid for a warranty and I paid the deductible, they need to fulfill what they advertise.

   

   

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

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

  Customer Answer

  Date: 01/30/2025

  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 contacted your company, left a message for the claims department manager, spoke with the representatives... Since your last response, no one has contaced me. Like I've stated, whoever is responding to this BBB complaint could easily contact me. Your only proving your company's lack of service, helping a customer who paid for a warranty, and the fact this originated in August of 2024 and has not been resolved is beyond ridiculous. 

   

   

   

   

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

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

  

  Business Response

  Date: 02/12/2025

  As mentioned prior, CPS will be responding to this inquiry through the other platform.  Please close this as answered

• Initial Complaint

  Date:09/16/2024

  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.

  Purchased an extended warranty from Consumer Priority Services for a FORTE refrigerator purchased from Appliance Connection on July 2, 2023. Last week received a phone call from a ***** from Consumer Priority who stated that our 3 year extended warranty was void because her company did not receive the funds from Appliance Connection. ***** further stated that she could place a 3 year warranty on the refrigerator for $199.00. My position is that there was no contact from this company for 14 1/2 months stating that warranty was not in effect and that I have an email from them confirming that a warranty was in place on July 2, 2023 and they supplied the below listed contract number.

  

  Business Response

  Date: 09/29/2024

  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 reviewed the case and this policy was indeed affected by the Chapter 7 bankruptcy of Appliances Connection.  Even more so, the brand that was purchased by the customer was a proprietary brand manufactured by Appliances Connection so in the event service is needed, it would be impossible to obtain parts. 

  Please close this complaint as asnwered

  Customer Answer

  Date: 10/02/2024

  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 Forte brand was not manufactured by Appliance Connection, it is a re-branded Hisense *********** quad door refrigerator so parts are available.   Thank  The other fact is that the extended warranty was paid for in July 2023  and the notice of it being invalidated was 14 months later which (if not) seems illegal.

   

   

   

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

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

  

  Business Response

  Date: 10/16/2024

  The ***** brand was manufactured by ********************** which was a subsidiary of *********************. As mentioned in prior responses, this contract has been voided due to dealer non payment and cannot be reinstated.  CPS has not collected any money from the customer for this transaction. 

  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]

   According to their own website Superior Marketing  employs approximately 1 people and is "Your Luxury Appliance Distributor"  ************ does not manufacture refrigerators.  The money for the extended warranty was paid in July 2023 and notice, from them,  that it was void did not come until August 2024.  What I contend is that they could not remain in business for another 14 months if they did not receive funds for their product.  It appears that this company was a part of Appliance Connection and remains in business by offering a product that they are not willing to supply.

  ********

   

   

   

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

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

• Initial Complaint

  Date:09/09/2024

  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 warranty for all my new kitchen appliances in 2020. In February of 2024, I requested service of my microwave. They sent a third party vendor to investigate. I was told the part to repair the microwave was on back order. After a few conversations with a rude employee of CPS, I asked for a refund of the policy on 8/29/24. They finally agreed to refund the part that covered the Microwave. I have not received the refund. I found out on 9/9/24 from a GE repairman that the part is available and could be delivered in 5 days. The part costs $245. This would explain why they did not want to fix my appliance!I sent a message to CPS that I no longer want the refund, I want my microwave repaired by a GE ****

  Customer Answer

  Date: 09/10/2024

  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:08/29/2024

  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 bought the double oven on 03/16/2022 from ******************** and purchased the extended warranty from Consumer Priority Service.The oven started being deffective after 12 months and since then the warranty company sent me at least 5 times diferent repair guys and always the same part breaks because the oven is deffective but Consumer Priority Service doe not want to replace ***** they keep sending different repair companies because one company even told me that they wont back because the oven needs to be *********** i just want them to either refund me the $5027 or replace the oven with a new one **

  

  Business Response

  Date: 09/11/2024

  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 has confirmed that the service center has the required part to complete the repair.  This is a repair plan, CPS will repair the unit. 

  Customer Answer

  Date: 09/30/2024

  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:

  Hello
  
  The business never called or offered a resolution. 
  
   
  
  They don't want to come fix my oven because it needs to be replaced but they don't want to pay for it
  
   
  
  Ty 

   

   

   

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

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

  Customer Answer

  Date: 10/11/2024

  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 repair company doesn't want to come because they say it's not accessible which is untrue because it is accessible 

  
  

  The stove is sitting in my garage and they can come anytime they want. 

  
  

   

  
  

  Ty 
  

   

   

   

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

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

  

  Business Response

  Date: 10/16/2024

  If access is available, please call the service center and notify them.  They will come out and complete the repair. 

• Initial Complaint

  Date:08/29/2024

  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 a warranty with Consumer Priority Service for a washer dryer tower. After 7 months, all three shocks on the washer had to be replaced through the warranty. The communication was great on the warranty and the service side of things. It did take several weeks, but my washer was back up and running and I was pleased. A month later, the washer was having the same issue and giving the same error. We were told by CPS that this would be a rework, but under a new claim number. The same service company came to look at the washer and determined that it was the same issue and that they would not recommend repairing again as this is a reoccurring issue. The invoice that was given to me matched the invoice that was submitted to CPS. CPS acknowledged that they received the invoice and approved it. I was then contacted by the service company that said I would need to contact CPS about proceeding with the claim since they approved the invoice stating the recommendation to not repair. I contacted CPS several times the following week and was assured more than once that my phone call would be returned after further review. I WAS ALSO TOLD BY A CPS EMPLOYEE THAT SHE WOULD NOT ANSWER MY HYPOTHETICAL QUESTION WHEN I ASKED HER WHAT THE PROCESS WAS FOR MOVING FORWARD. No one has called, updated my online account status or emailed me since approval of the invoice a week ago. I called the service company today to see if they have had any further communication with CPS. They said they heard from them this morning and CPS is stating that they approved the invoice for $0 and want the service company to follow through with the repair at zero cost to CPS. The service company should not and will not do this. I am stuck with a bad machine and zero communication from CPS. I paid for this warranty and they need to stand by their word and refund me for the price I paid for my machine just 9 months ago.

  

  Business Response

  Date: 09/11/2024

  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 a rework has been filed.  The service center provided a new estimate of repair to complete the repair on 9/11/2024.  We will watch this until completion

• Initial Complaint

  Date:08/28/2024

  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.

  Our washer broke 2 weeks after purchase. The company sends technicians we cannot speak with easily . We used ****** translate, the tech said a part was needed. We called and were told he didnt file what was wrong for 2 weeks. Then they said the tech reported it worked fine, we didnt know how to use it. We fought them over and over for another tech. A month later a new tech came, also difficult to speak to. He started to leave after an hour and I stopped him to ask what was wrong. He said it needed a new board. He said the part takes 5-6 days. Instead of waiting we called every day. Today cPS said they wont do anything it was either installed wrong or had pest damage. I asked for Pictures, the pics of rat f**** and some wire on a floor aren't even my floor! After two calls to the technician office one a 20 min wait one 40 mins, they are researching and now CPS is closed. 3 months without a washer. It is ridiculous. (First two pics of rat f**** are their pics on a grey floor, 3 & 4 pic is my floor and wall which are nothing like this pic)Requesting refund of washer cost plus cost of warranty

  

  Business Response

  Date: 09/11/2024

  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 this claim is denied, please see the notes from the below manufacturer authorized service technician:

  "NEED REPORT - RODENTS DAMAGE - The client complains that she does not have heatthe drying machine. The excrement of mice and rats is present. Wires damaged"

  Infestation is a non covered issue. Please close this claim as answered.