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

  PO Box 32160 Newark, NJ 07102-0560

• 

  Consumer Priority Service

  24 Commerce St Ste 612 Newark, NJ 07102-4018

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/23/2024

  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.

  We purchased a warranty for a new dishwasher. When we had a problem we call CPS to get the problem fixed. CPS has delayed, evaded and reassigned the claim.This seems very unscrupulous I wish I had read reviews of their business before purchasing their warranty.

  

  Business Response

  Date: 06/04/2024

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

  Customer Answer

  Date: 08/09/2024

  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:05/22/2024

  Type:Order 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.

  2.20.22 - Purchased ZLine 3 piece kitchen appliance package from Home Outlet Direct as well as a 5 Year Extended Warranty (see attachment)2.20.22 - Received email confirmation from ************************************ confirming Warranty #******* Coverage Length: 5 Years Coverage Description: 3 Appliance Combo (IN-HOME) Maximum Coverage: $4,121.87 (see attachment)3.31.22: Registered warranty (see attachment)3.13.24 - Microwave stopped working in te middle of using convection oven 3.19.24 - 11:23am Contacted CPS (5 yr extended warranty company) spoke to ***** who advised she was trying to expedite as soon as they can Est. 3-5 days CLAIM #******* *****************: 51 emails between CPS and/or Tiger Mechanical attempting to get a resolution for repair or replacement of our non-working microwave *****************: too many phone calls to count

  

  Business Response

  Date: 06/03/2024

  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 is awaiting the final paid invoice for the repair so we can properly reimburse the customer.  Please send this over to **************************************** for processing and reimbursement. 

  Customer Answer

  Date: 06/04/2024

  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:

  I have sent countless emails and left numerous voicemails with CPS attempting to arrange repair or replacement of my microwave.  To date I have heard nothing. My emails go unreplied to and my voicemails go unanswered. At this point the ball is in the court of CPS to arrange repairs or replacement.  I'm still waiting. It's been almost 90 days.

   

   

   

   

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

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

  

  Business Response

  Date: 09/25/2024

  CPS has confirmed that the reimbursement check has been sent out on 9/16/2024.  Please close this complaint

  Customer Answer

  Date: 10/05/2024

  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:05/17/2024

  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.

  CPS is an insurance/warranty provider which I own a policy for my Ilve Range/Oven. CPS is no longer returning phone calls or emails from myself or the local repair shop contracted to perform repairs on the claim. They are aware my oven is not operational at the moment.-3/18/21 a warranty policy was purchased for a new range @$199.00 -2/23/24 a claim was filed on that policy to repair range (claim # *******)-3/12/24 Deductible was paid @ $125 -Since April 2024 I've been in contact with CPS customer ********************** asking for updates. The local repair company contracted for the repairs has attempted to contact CPS for information regarding parts. I'm repeatedly told by CPS an update will come in the next ***** hours. When I follow back up they say the issue is expedited. -5/10/24 assigned to *********************************** as a case manger to help get an update on status. ******************** stated she would contact local repair company, as well as manufacturer to get updates. The local repair shop has not been contacted in the week since, meanwhile 2 more phone calls and 1 email sent to ******************** to follow up on previous phone conversation. -The local repair center has not been paid yet for their initial diagnostic visit, and they cannot order the proper part without information on the schematics of the oven from CPS -CPS was initially unable to tell me if the igniter had been ordered. On 5/10/24 I was informed that it was ordered but there was no information on date of order, model number, or tracking info.

  

  Business Response

  Date: 06/03/2024

  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 reached out to the customer to explain the part order status directly from Ilve USA.  CPS is not in control of part availability but is diligently following up with the manufacturer to obtain the status.

  Customer Answer

  Date: 06/10/2024

  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 because:

  [Your Answer Here]

   

  In this response you are addressing the delay in time retrieving the necessary parts, which is true, that does require coordination with the manufacturer. My issue is not with the delay in parts (however frustrating that is), but rather the complete lack of communication or any form of customer **********************. 
  

  From 5/13-5/27 I made five phone calls and three emails to my specific rep, all unanswered. I texted the main customer ********************** line several times. No one could give me a satisfactory update. It wasnt until I spoke to a supervisor that I learned the parts were on back order, and what the process would look like moving forward. This is all I had been asking for. A detailed update as to what the issue was. 
  

  After that phone call I took it upon myself to call the manufacturer to check on the parts. Which they mysteriously did have and were able to send out that day. Since this BBB complaint and since my conversation with management things have moved smoothly in terms of communication and customer **********************. I wish this had been the case two months prior while I was without a working oven and there was no urgency or communication on the part of CPS. It is unreasonable to have a person completely in the dark and unable to get ahold of anyone at the company for weeks for an update. 

   

   

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

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

  

  Business Response

  Date: 06/19/2024

  We apologize for any lack of communication from CPS's end and will take necessary steps to avoid them in the future. 

• Initial Complaint

  Date:05/14/2024

  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 an Ilve range. It was delivered to my house in February and was installed by ******** according to the manufacturer instructions. The oven has not worked. It will not heat. I was eventually referred to CPS by ****. I was instructed they would manage the manufacturer warranty. CPS reported they could not find one in my area. I found my own service technician. They did not inform me of the timeline or process. I have called weekly and have not received any communication about what I should expect outside of these calls. The website now says the estimate was denied. There was no communication about this. It states the warranty expired after 7 days. This is not true. I have been working with them since February (it is now May) without even a single service appointment. I would like my oven to be serviced or replaced. It is under warranty. Claim #*******

  

  Business Response

  Date: 05/27/2024

  CPS is assisting the manufacturer in locating and servicing their customers but we do not dictate the terms of their warranty.  That is fully held by Ilve directly.  

  This complaint was filed under the wrong company, please remove this from our records. 

  Customer Answer

  Date: 05/28/2024

  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:05/14/2024

  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 reported a faulty icemaker in August 2021.I just scanned my emails and it was ultimately repaired in October of ******* months of emails and phone calls trying to get them to send the repair people that they promised.If the choice is $200 today to save $200 tomorrow and spend a year managing bad customer **********************, I'll pass.

  

  Business Response

  Date: 05/27/2024

  CPS has reviewed the customers profile and located an expired policy with a resolved and paid out claims. 

  Over $1,000 was spent repairing the customers appliance.  There is no active policy or active claim.

  Please close this complaint. 

  Customer Answer

  Date: 05/28/2024

  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:

  After dozens and dozens of emails and calls, the fridge never got fixed. It leaked this morning in fact. 

  The only reason I don't have an active complaint is because I ran out of energy for filing the same claim over and over and over. 

   

   

   

   

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

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

  

  Business Response

  Date: 06/07/2024

  CPS is reaffirming it's prior response stating that the warranty is expired and there is no active claims for this customer.  

  Over $1,000 was spent over the course of the policy.  Please close this complaint as answered. 

• Initial Complaint

  Date:05/06/2024

  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 have an extend warranty with CPS for my ILVE Range and Oven. It stopped working in November of 2023. I have filed 2 claims and it's still not working and the customer ********************** department is not responding. They claim they are waiting on a part, however can not provide tracking information or any information that the part has been ordered. Also, if they did order the part, it's been ordered for months and has not arrived. I've had a broken oven since November of 2023 and it seems this organization does not want to fix the issue. There is no urgency and no communication.

  

  Business Response

  Date: 05/17/2024

  Thank you for bringing this matter to our attention. CPS is following up with the manufacturer to check on the status of the parts order. CPS does not control parts availability directly from the manufacturer. 

• Initial Complaint

  Date:05/02/2024

  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 5 year warranty which we already paid last year 5/15/2023 for 5 years contract worth of warranty was discontinued from Consumer Priority Service today claiming that they were not being paid by the company who sold the appliance to us as this said company is went bankrupt already and had already went out of business.But we already paid for our coverage so we shouldnt be charged for it again or be discontinued warranty and in this case we should be getting a refund instead pls help us thanks!

  

  Business Response

  Date: 05/15/2024

  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 has reviewed the case and confirmed that this policy is indeed void.  The dealer that the customer purchased the warranty from did not submit the premiums for the policy.  The dealer the policy was purchased from and is currently in Chapter 7 bankruptcy.
  We have provided the customer with paperwork to assist in filing a chargeback.
  Please close this inquiry.

• Initial Complaint

  Date:05/02/2024

  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 moved into a new construction house on Feb 16, 2024. My contractor had a dishwasher, stove, and microwave purchased from appliance connections and purchased the warranties through Consumer Priority Service. My contractor received an email on Dec. 27, 2024 stating the warranty was in terms and usable. On May 1, 2024 I contacted Consumer Priority Service to use the warranty on the dishwasher (it was leaking) and I was told the warranty was void because appliance connections went out of business. The company will no longer honor my warranty claiming appliance connections did not complete the registration process - even though I have an email stating it was registered.I would like to be able to use my warranty OR be reimbursed the money I paid for the warranty.

  

  Business Response

  Date: 05/15/2024

  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 has reviewed the case and confirmed that this policy is indeed void.  The dealer that the customer purchased the warranty from did not submit the premiums for the policy.  The dealer the policy was purchased from and is currently in Chapter 7 bankruptcy.
  We have provided the customer with paperwork to assist in filing a chargeback.
  Please close this inquiry.

• Initial Complaint

  Date:05/01/2024

  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 bought a dishwasher from Appliance Connection who sold me a 3 year warranty for $89 from Consumer Priority Service (**********************************************) of ********, **. It was supposed to include all parts and labor. I followed the instructions and registered within 30 days or you would have lost the warranty coverage. After 1 year, I called needed repairs to my dishwasher. After filing the claim, they asked me to wait for an email and the instruction. I then needed to take a video of the problems showing the serial # only to being told to wait for another email. It was then at that point, I was told I needed to pay $149 for the tech to come onsite to analyze the issue (and that parts and labor would be included). On the web, I can get the parts for around $40. Then saying how I felt scammed, I was told ****** (Customer Experience Staff person) would call. She lowered the price to $99 and said that my store was out of business and asked would I accept the charge or cancel the claim. I told her I would issue my complaint with BBB and she said "by all means". It was a total scam. And the long process without being upfront only to later tell me I would pay $149 if I wanted service tells you all you need to know. Buyer beware of this very bad company!!!

  Customer Answer

  Date: 05/02/2024

  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:05/01/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased an extended warranty for a product and have filed a claim and not heard anything despite calling and emailing daily. I would like my claim fulfilled and the appliance replaced

  

  Business Response

  Date: 05/15/2024

  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.

  Your case has been assigned to ***************************, feel free to reach out to him at ****************************************.

  Customer Answer

  Date: 05/16/2024

  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:

  [Your Answer Here]

  The replacement has not been issued. No warranty information has been provided from cps aside from they would send it to ge. They are deferring and not honoring the warranty or providing any resolution. This has taken longer than one month and still they are not providing any resolution through the warranty and trying to defer to another warranty for resolution.   

   

   

   

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

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

  

  Business Response

  Date: 09/22/2024

  Per our prior responses, CPS has offered the max settlement offer available under this policy.  The customer has also escalated this matter via a legal route so we are no longer able to provide updates via this forum.  Please close this complaint as answered

  Customer Answer

  Date: 10/09/2024

  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,
  This complaint has not been resolved and the company has seized all contact and attempts to offer resolution.
  ******* ******* 

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

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