Complaints

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:04/22/2025

  Type:Order 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 submitted a warranty claim two times now on the same machine. Each time paying $175. The first claim they sent out a service technician who just quit and the claim dragged on for months. Recently I submitted another claim to the company regarding the same issue. Paid another $175 just to see if it would work out. They sent out a service technician and now its been since the 10th of April with no progress. The technician said he is waiting to hear back from ***. CYA states they are researching the claim. I would like them to finish the repair first. But if they are not capable of that I would like my initial cost of the warranty refunded plus the last two deductables of 175.

  

  Business Response

  Date: 05/16/2025

  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. 

• Initial Complaint

  Date:04/11/2025

  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 purchased an extended warranty contract with *** for our wall unit A/C. The policy was in force on March 7, 2024 when we submitted a claim as the unit was not working properly. CYA required payment of $150 before they would assign a service **********. The first ********** they assigned does not repair A/C units. The next company does not service our area. The most recent company they assigned does not service our area. I demanded a return of the $150 and plan to locate a service provider in my area to make the repairs. *** has not responded to my demand for reimbursement.

  

  Business Response

  Date: 04/24/2025

  Thank you for bringing this matter to our attention. It is CYAs top priority to make sure every inquiry is responded to and resolved amicably.
  
  CYA has reviewed the claim and a settlement was accepted on 4/15/2025. Please mark this inquiry as resolved. 

  Customer Answer

  Date: 05/05/2025

  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:

  Hi,

   

  Please note that this matter has not been resolved.  After I filed the complaint, the company contacted me and offered a depreciated settlement offer which I accepted but since then I havent heard anything from them despite repeated follow up emails and calls.  I would like to get this resolved so anything more you can do will be appreciated.  Thanks, *** *******

   

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

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

  

  Business Response

  Date: 05/20/2025

  Please contact our company directly regarding any issues with the settlement which was already accepted. 

• Initial Complaint

  Date:03/25/2025

  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.

  Needed service for non working heat in the winter. After nothing was done to fix it for six weeks I called to cancel the insurance. They said they will deduct whatever was paid on the plan an then prorate it and send a refund. After a month I called again and they said thet have no record of the canncelltion. I finally received conformation of the cancelattion on Feb 20 but still no sign of any refund.

  

  Business Response

  Date: 04/18/2025

  Thank you for bringing this matter to our attention. It is CYAs top priority to make sure every inquiry is responded to and resolved amicably.
  
  CYA has reviewed the customer's claim and this requires direct communication with our billing department to resolve.  Please call our customer care team and speak with ****** ***** for a speedy resolution. 

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September of 2024 I renewed a appliance warranty with Consumer Priority Servce (CPS) doing business as Cover Your Assests (CYA). During the renewal process I was told everything would remain the same and the new cost. I went ahead and renewed. Today I attempted to file a claim and was told at the end of the call that I now have a deductible of $150 per service call. I did not have a service call fee before. I would like the service call fee removed from my account to allow my claim to be submitted. Claim #******* Warranty Number: ******** Purchase Date: September 25, 2024 Coverage Length: 4 Years ********

  

  Business Response

  Date: 03/31/2025

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

  CYA has waived the  service call fee as a courtesy to the customer. Please mark this inquiry as resolved. 

  Customer Answer

  Date: 03/31/2025

  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:

   

   Thank you for the reply. I would like it noted on my profile that this fee will be waived for the remainder of my contract. It's bad business to deceive your customers and that's what was done here. Similar to my initial contract, for my renewal I shouldn't be required to pay any fees. 

   Thank you. 

   

   

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

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

  Customer Answer

  Date: 05/01/2025

  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 would like CYA to clearly confirm in writing that the fees will be waived for the remainder of my contract. 

  Additionally, I filed my claim on March 7 and I am still waiting for my refrigerator to be repaired. A technican was sent to my home by *** and they assured me the refrigerator could be repaired. I recently received a message from *** stating that they are settling for $675. This is unacceptable. I've sent several messages to *** requesting that the refrigerator be repaired. This has been going on for 2 months now. I have a toddler in my home and I haven't had a working refrigerator for over 2 months.  

   

   

   

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

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

  

  Business Response

  Date: 05/27/2025

  *** is reviewing the claim and will reach out to the customer to assist

• Initial Complaint

  Date:02/06/2025

  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 paid $329.67 for a 3 year warranty from *** on our range microwave (originally valued at $830). When it stopped working I filed a claim and paid the $150 dollar deductible. That means Ive paid in-total $479.67 total) After some poor communication and waiting too long with the repair service, I reached back out to CYA who eventually offered a settlement amount of $398.73. They claim that I can get a replacement for that price, but I cannot. Replacements for used models Ive found are more than what we originally paid, not less. I reached out to get clarification on how they arrived at that settlement amount, which does not cover the full amount Ive paid CYA let alone to replace the microwave and They stopped replying to my emails. I feel that *** did not provide enough in the settlement and they are not open to negotiating the price. They are taking more than they pay out for individual claims which is an abusive business practice.

  

  Business Response

  Date: 02/20/2025

  On 2/18/2025 the customer accepted the settlement offer and it is currently processing for payment  

• Initial Complaint

  Date:02/03/2025

  Type:Order 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.

  They are scammers, only have one technician available for claims and theyre unprofessional. They lie on claims for which they make you pay deductible for. They are not responsive when calling and/or emailing.

  

  Business Response

  Date: 02/17/2025

  Thank you for bringing this matter to our attention. It is CYAs top priority to make sure every inquiry is responded to and resolved amicably.
  
  CYA has reviewed the claim and the denial stands.  Based on the authorized servicer assessment (attached) the problem stems from a maintenance issue.  Heavy mold buildup and clogged vents need to be addressed by the consumer. 

  Please **** this inquiry as answered. 

  Customer Answer

  Date: 02/23/2025

  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:

  The technician did not check dryer (came as a set) only checked washer door and lied about rubber piece and tried to hassle of for his personal maintenance person. We fired this technician and had no other choice but to go with him and he retaliated. Our own maintenance company came and can testify against these lies. They have no other technicians available for claim and requesting refund for claim and deductible.

   

   

   

   

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

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

  Customer Answer

  Date: 03/21/2025

  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:

  [Your Answer Here]

   

  We had our own technicians come to access the problem. Dryer maintenance has nothing to do with electrical issues (lights not staying on) flickering on and off. Only the washer was reviewed and technician lied about leak from door (front load) when leak is from bottom. Even after maintenance. Requesting refund for claim deductible and monthly payment as there were no other technician available from ***. And we were forced to work with unreliable unprofessional technician who we fired originally.

   

   

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

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

  

  Business Response

  Date: 04/11/2025

  *** is willing to offer a refund of the premium paid for the policy.  Please call our customer care team for assistance in getting it processed. 

• Initial Complaint

  Date:01/28/2025

  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 have a 2 year warranty on all of my household appliances including my NXR range. I issued a claim and they responded saying they have no one who will work for them as a 3rd party and I need to hire someone myself and submit for reimbursement. First issue, if they don't have anyone to work with them, they shouldn't have taken my money for the warranty in the first place. I found a ***air center and have finally gotten ***airs done. CYA is unresponsive unless badgered ***eatedly and pretend not to receive emails. The service center had to come make ***airs on 2 occasions under this claim. Those ***airs are finalized. *** agreed to reimburse me the ***airs and parts totaling $634.00 in an email dated 1/14. They said when ***airs were complete, to send a final invoice. I did so on 1/20, 1/21, 1/22, 1/23, and 1/24. I emailed them every day with the invoice and proof of payment, asking for confirmation. They ignored every email. And I didn't email one address, I emailed the *** assigned to my case at 2 of her addresses, the supervisor, and the general address. NO ONE responds, because they are thieves. I have had to hound them. They won't even address your claim until you pay a deductible. My last message on the morning of 1/24 was that if I didn't receive confirmation and payment terms by end of business, I would be filing complaints with the BBB and MA ************************ (I live in **) - both of which I'm doing now. I want ***ayment on this ***air that they have already agreed to. Suffice to say, I won't be reupping my warranty when the clock runs out.

  

  Business Response

  Date: 02/21/2025

  
  Thank you for bringing this matter to our attention. It is CYAs top priority to make sure every inquiry is responded to and resolved amicably.
  
  CYA has reached out to the customer and ensured they are satisfied with the outcome of their claim.  A direct liaison has been assigned for any future  claims the customer might have. 

  Customer Answer

  Date: 02/22/2025

  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.  As stated, a *** reached out to me and provided her personal contact information for any future issues. I received the full reimbursement I was due. 
  
  Sincerely,
  
  *********** *****
  
  
  
   
  
  

• Initial Complaint

  Date:01/16/2025

  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 Thursday 1/9 we initiated a claim because our fridge/freezer stopped cooling. We attempted to communicate that this was a new claim and unrelated to a former claim that has yet to be settled regarding the ice maker in the freezer of the same appliance. It took hours trying to explain that and I am still unconvinced that they even understand that. It is 1/14 and I have heard nothing from them on this claim. The customer ********************** team shows little to no interest in resolving issues. They argue with customers and I believe have intentionally dragged their feet in seeking the repair to our unit. We paid for the warranty, why can we get no resolution to the issues with this appliance? When I request that they be proactive with their process, they say, "Well, we sent an email to the service center...." I am tired of having no fridge/freezer and I am tired of not being heard on the phone and I am tired of their passive communication. They are paid in full! They already have my money and my deductible but I have no fridge/freezer and I can't even get the updates that their own website, chat and email indicate that they will give to waiting customers with open claims. An email said I would hear from them in 1 to 2 business days. No email has come and it has been more than three business days. Their chat told me I would receive a call on 1/10 in the morning. No such call came. This business appears to be a scam or totally comfortable taking customer money but providing no real ********************** or advocacy on behalf of those customers.

  

  Business Response

  Date: 01/29/2025

  Thank you for bringing this matter to our attention. It is CYAs top priority to make sure every inquiry is responded to and resolved amicably.
  
  *** has reached out to the customer and has authorized the customer to hire Bay Appliance to complete their repair on 1/24/2025.   CYA will follow this claim until completion.  

• Initial Complaint

  Date:01/16/2025

  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.

  It is easier to call the *********** than to contact this service.This service. at this point looks like a scam. A week's without a refrigerator for Christmas and New Year is a disgrace. "I paid for an extended warranty to cover any issues with my refrigerator that may arise. Since reporting an issue, the company has come out several times claiming various needed parts and details, to no success. I Have not working fridge for nearly a several weeks, and there is no sign that they will actually repair it. I don't know why anyone would purchase their warranty as it has been of no use in getting my fridge repaired."

  

  Business Response

  Date: 01/29/2025

  Thank you for bringing this matter to our attention. It is CYAs top priority to make sure every inquiry is responded to and resolved amicably.
  
  CYA has reviewed the claim and the service center received the necessary part to complete the repair on 1/27.  Repairs should be completed shortly

  Customer Answer

  Date: 02/03/2025

  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:

  The technician continues to come, the last time was today, orders one part after another. The result is that the refrigerator still doesnt work, almost for 2 months.

   

   

   

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

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

  

  Business Response

  Date: 02/20/2025

  As per the factory technician, the unit is being repaired to manufacturer specifications.   Please **** this inquiry as answered. 

  Customer Answer

  Date: 02/22/2025

  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:01/06/2025

  Type:Product 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 entered into a contract with CYA Warranty to cover two of my kitchen appliances for a 1 year term. They attempted to contact me to renew my contract but never spoke with them on the telephone. They then charged my credit card. I thought it was a fraudulent activity so I put a fraud case with my bank ****** Their investigation concluded that because I have done business with them in the past it wasn't fraudulent. I emailed them in September requesting cancellation since I didn't need their service (as seen in the attached email). Today January 3rd I still haven't received my refund of $208.78. Today they said they will refund me only partially from today's date (instead of my initial cancellation date request). They apparently will mail me a prorated refund of $104.40. I asked them to please refund me from the date I requested the cancellation but they refused. I do not think it is right the way this business is managing their business. First, they charged my card without my knowledge and said it was because it was an automatic renewal in the initial contract. But why can't they prorate my refund from the date I made the request back on September 24, 2024, instead of today's date? I believe they are upset with the ***** fraudulent situation, however, at the time, I wasn't even sure why I was charged that and didn't realize it was them until afterward. Please help me as it just isn't fair. I haven't needed their service all this year that's why I didn't want the contract renewed in the first place.

  

  Business Response

  Date: 01/29/2025

  Thank you for bringing this matter to our attention. It is CYAs top priority to make sure every inquiry is responded to and resolved amicably.
  
  CYA has reviewed the case and a prorated refund has been issued to the customer from the date they contacted CYA for a refund.  The customer agreed to recurring billing when the first transaction was made in 2023.

  The customer has also enjoyed repair *********************** under our service contract in the past.  If you would like to reinstate your policy with ***, please reach out to us.