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

  24 Commerce St Ste 612 Newark, NJ 07102-4018

• 

  Consumer Priority Service

  PO Box 32160 Newark, NJ 07102-0560

• 

  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:04/21/2025

  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.

  We purchased the extended warranty by being given false information. We would told by 2 people at ******** that the extended warranty for $393.75 would cover the replacement of cushions. We have contacted the warranty people - who say that is not covered. This is the only reason we purchased the extended warranty because we were assured by 2 different men one in sales and one in the warranty department not to worry it was covered. They are now passing the ***** The warranty people tell us to contact ******** and ******** is telling us we have to talk to the warranty people.. Beyond frustrating....!

  Customer Answer

  Date: 04/24/2025

  Better Business Bureau:
  
  The company Valencia, that assured us seat cushions would be covered.. Have reached out and have resolved this issue for us.

  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:03/26/2025

  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.

  Claim Number: ******* my claim was approved to receive settlement for this warranty claim that was approved and for some reason i still havent received my settlement refund for this claim that was closed and approved i been waiting to get this check in the mail still havent received it yet.

  

  Business Response

  Date: 04/09/2025

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

• Initial Complaint

  Date:03/26/2025

  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 purchased an extended warranty for my television through CPS. The TV stopped working due to a manufacturer defect not due to misuse or external damage. I contacted CPS in December, and was told the issue was covered under my *********** is now several months later, and no repair, replacement, or refund has been provided. I have been in contact with multiple representatives via phone and email. My claim has been passed from person to person, with no follow-through, no returned emails or calls, and no resolution.Meanwhile, the TV manufacturer's repair team has contacted me directly several times. They stated that this issue is common and should be covered, and even encouraged me to continue pressing CPS for a resolution. They confirmed the defect and expressed confusion as to why CPS had not resolved the issue by now.Despite acknowledging coverage and being fully aware of the issue, CPS has taken no steps to make this right. I have wasted countless hours trying to get assistance and have gotten absolutely nowhere. The warranty I paid for has provided zero support, and I feel I have been misled.Desired Resolution:I am requesting a full replacement of the TV or a refund as per the terms of my extended warranty. If CPS cannot provide what I paid for, I believe I am entitled to a full reimbursement of the warranty cost and/or replacement value of the TV.

  

  Business Response

  Date: 04/09/2025

  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 will provide them with an update on their repair today
  

• Initial Complaint

  Date:03/24/2025

  Type:Delivery 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.

  Provided an email quote of repair and was given permission to ship to manufacturer.After shipping and repairing for only $99 was denied ******** not trust this business.

  

  Business Response

  Date: 04/04/2025

  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:03/18/2025

  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.

  The company has declared that a problem is cosmetic while I believe it may be dangerous to our health. I requested that the company come to my home and test the condition of the air to assure me that the walls of the oven are not releasing toxins when it reaches high temps. If it is toxic, I expect the warranty be honored. This is time-sensitive as the warranty will run out soon and the company may be deliberately stalling.

  

  Business Response

  Date: 04/01/2025

  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 is a non covered issue as per the warranty terms and conditions.  The customer has successfully been *********************** in the past from our company so any claims made that CPS is shying away from liability is false.

  Please **** this inquiry as answered. 

• Initial Complaint

  Date:03/17/2025

  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.

  Warranty Claim# ******* After incredible difficulty in filing, the claim was successfully filed 2/22/25, Service Provider visited my home and made assessment on 2/23/25, with payment of $99 deductible on 2/24/25 upon request from CPS.Since then, my service provider (C2K Appliance Repair) has submitted the estimate twice (one time shows on the website, dated 3/7/25) and has attempted to work with CPS to resolve the claim and CPS responses have been unacceptable. At this time, my oven remains broken and CPS still have my $99 ************* keep with the terms of the warranty, my oven must be fixed under the repair warranty. I am requesting this to be completed **** through my service provider (********************, in ***** **) with consideration of the amount of time I have been unable to us my appliance due to lack of response from CPS.

  

  Business Response

  Date: 03/31/2025

  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 approved the estimate on 3/17/2025 prior to any complaints being filed.  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 find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ********* ****
  
  
  
   
  
  

• 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.

  CPS has awful customer ********************** and is a fraud. I purchased an extended warranty from them for my ******* refrigerator. My freezer broke down and I filed a claim. A technician came out and determined that my refrigerator needed a new compressor and other parts. CPS got back to me several days later, saying that it was not economical to repair my refrigerator, hence they were willing to offer me 1/2 the price of what I paid for the refrigerator. Their terms and services say theyre bound by a limited liability clause, which says that if the appliance is too expensive to repair, they have to pay the consumer the lower of what the consumer paid for the unit, or the current fair market value of the covered item. I looked for a similar 25 cu ******* refrigerator, and found out the same unit would cost me $1,700 on sale to replace. So I called the CPS claims department and asked if they would honor their contract and pay me the $900 I paid for the fridge, as stated in their limited liability clause. They told me my unit was worth practically nothing after 6 years, because they had found a similar unit on Craigs list for $195, and that I was lucky they were the world class company they were so they would offer me $450. When asked how they were calculating the fair current market value of my fridge, as they claimed in their contract, they said they used the *** depreciation method at a rate of 13%, and depreciated the original amount I paid for the fridge ($900) for 6 years. Upon consulting an attorney, I found out the *** depreciation, which is used for taxes, does not apply to warranties of appliances. And the CPS terms and conditions does not mention depreciation at all. Later I called their business development department in **, and a manager named ***** admitted that the *** depreciation method is wrong. He offered me a $750 settlement, but couldnt get it approved by the claims department, so he withdrew his offer!

  

  Business Response

  Date: 03/31/2025

  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 the customer accepted. 

• Initial Complaint

  Date:03/04/2025

  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 September 22, 2024, i purchased a new washer and **** and also purchased the 4 year warranty separately for $120 with consumer priority service(CPS). On January 20, ************************************************** a claim with consumer priority service. After paying a $99 deductible on 1/27/2025 they assigned and sent out company called professional appliance repair to look at my washer. When the company came out on 2/4/25 the man told me it is the surface ( touch screen part with all the controls) for the washing machine that is not working so he will send CPS an estimate of the part and come back if approved . Consumer priority service was sent an estimate for the part and approved it. The company came back out when they received the part on 2/17/25 and came back to my house to fix it. He then said that he thought it was the surface part but now he thinks it is the inside electrical part of the machine that is not working so he went and sent customer ********************************************* another estimate to get the part he thinks he needs. This is when the estimate was denied and CPS offered me $448 for a pay out. My warranty says $1500. After calling CPS and speaking with multiple people I still have not gotten a resolution to my problem and i bought this warranty trusting that if anything happened they were going to be able to fix or replace it. This is very frustrating considering the appliance is only 5 months old. communication and follow up from the company has not been adequate.

  

  Business Response

  Date: 03/31/2025

  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.   The customer has accepted the offer

• Initial Complaint

  Date:03/04/2025

  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.

  -Five-year warranty purchased on November 28, 2021. We paid Discount Bandit (online retailer) and they paid CPS. -Confirmation of the warranty sent to us by CPS upon successful registration of the warranty on the CPS website.-Discount Bandit and Appliances Connection (appliance seller) went out of business leaving us unable to contact them.-Claim submitted to CPS on August 26, 2024 for an icemaker issue.-We were asked for proof of purchase and submitted the documentation provided by Appliances Connection and Discount Bandit. This was deemed by CPS to not be sufficient. Based upon a review of the terms of our agreement, we found that it lacked a specification format for proof of purchase. CPS customer ********************** did not ask for further proof of purchase documentation after this communication.-CPS customer ********************** then created another hurdle. We were asked for a receipt for the warranty purchase. Again, we provided documentation of the warranty purchase, but this was not sufficient. I asked CPS customer ********************** to look in their Accounts Receivable system. Surely, they wouldn't have issued a warranty for the refrigerator that we have owned from day one unless they were paid. Note that again, we could not find any language in our agreement outlining this requirement. -CPS customer ********************** relentlessly repeated themselves during weeks of communication. I asked them to understand the situation and not repeat the same request several times. -The claim was closed by CPS.- The request for a referral to their legal department was ignored.

  

  Business Response

  Date: 03/17/2025

  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 claim and the customer has failed to provide a copy of the proof of purchase of the product or the warranty.  CPS follows the same procedure as manufacturers where proof of purchase is required to validate the purchase.  Once the warranty was sent to the customer ******************** reminds the customer to upload their proof of purchase for our records while the purchase is still fresh and all paperwork is still easily attainable but the customer did not follow proper protocol.

  Until a valid proof of purchase is uploaded, CPS cannot continue with a claim. 

  Customer Answer

  Date: 04/02/2025

  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 sending the response from the CPS business. It is unacceptable that they can keep hundreds of dollars paid for a warranty that they now say was never valid. If this is so, why did they keep the money that was paid to them for the warranty and why did they display our warranty online as valid and in-force?

   

  We did provide proof of purchase, which is the only document we received from the online retailer that is now out of business. Please note that they do not specify, in the legal warranty agreement, the format required for the proof of purchase. I can forward a copy of the agreement if needed. The email we received from CPS after they received payment also does not specify a format (attached).

   

  I have again attached email communication regarding the purchase and a screenshot of our warranty on the CPS site.

   

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

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

  

  Business Response

  Date: 04/11/2025

  CPS did not collect a premium from the customer, it collected a wholesale premium from the dealer.  The customer is correct that a proof of purchase is required but it must match the dealer where it was purchased from.

  Again, this invoice does not match the dealer which is why the claim is being denied. 

• Initial Complaint

  Date:03/03/2025

  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.

  08-18-2023 I made a purchase from appliances for less in ***** fl for fridge for $1900 and When purchased it came with a warranty from cps however, one month after having it started having issues with glider having ice on left side of bottom freezer. Called to make claim paid 100 bucks to make a claim. Company came out and got ice off and left. Didn't fix anything. Ice started coming back little by little. However was still functioning and just had a baby that was month old and left it alone. However end of july of 2024 it got so bad i could barley open freezer sometimes. So called and made another claim and had to pay another hundred dollars for the same issue. So a company came out and replace the seal. Came back a week later and put a steamer in it, and no steam was leaking.. ice came back they came out total of 9 times.the company finally told cps they were not able to fix it and recommended a replacement. I spoke to ****** at cps was told to let them come out one more time.He replaced the entire back part of the freezer, the electronic part of it. 3 weeks later it's back. So he recommended the same thing to be replaced. However, they needed another opinion, so they sent a completely new company out. When the guy came out, he asked me what has been done And I told him and he said, that is everything we would do. He didn't even look at it, and he left and put in his report that he was not able to fix and recommended replacement. All of a sudden, I get a email from cps saying in his report, it said it was bent when I asked to see the report, they would not send it to me and when I asked what was bent, they were not able to tell me. Then the guy I originally bought the appliance from came back out for free and looked at it one more time and replaced and tightened up and did a few things. And so there was nothing bent as well that he did not know what they were talking about. Since then I have called cps 6 times and emailed and no reply. Still not fixed

  

  Business Response

  Date: 03/17/2025

  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 claim and the denial stands.  Please see the attached technician report.  Please mark this as answered.

  Customer Answer

  Date: 03/17/2025

  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]

   This is not true there is nothing bent. Please ask technician to send pics because I don't see anything bent he didnt tell me anything about that. When he came he asked what's going on and I told him about 9 appointments I've already had with same issue and told him what has been done already and he said we'll that's everything that could be done so I'm not going to waste our time or yours so I will just tell them not able to fix. So he must of just said something. I called the business three times and text and left voicemail and nothing. So im telling you to ask for proof or second opinion on railing being bent. Would you like proof of text to him?

   

   

   

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

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

  Customer Answer

  Date: 04/06/2025

  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]

   Again this is not true and no physical damage aage . Please sent out a different opinion. Don't you think it's werid that there have been 10 appointments and not one of them noticed that? Its because its not there the company you had come out last just said that and never showed us or told me about it when he was out. Like I said he made up something to close case because I told him he was the 11th appointments and third opinion. He  was in My house for 5 mins. This is not right and would like a second opinion 

   

   

   

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

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

  Customer Answer

  Date: 04/12/2025

  Unfortunately. It's been so far back i no longer have the text. I've search and search for it and not able to find text. However, doesn't change the fact of why didn't any of the other 10 technicians notice this. Please ask last company for picture of it bent