Business Profile

Extended Warranty Contract Service Companies

Consumer Priority Service Corp

Headquarters

Complaints

This profile includes complaints for Consumer Priority Service Corp's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

353 total complaints in the last 3 years.
147 complaints closed in the last 12 months.

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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:10/06/2025
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.
A brand new commercial refrigerator was purchased from Restaurant Equippers on July *******. A five year warranty was also purchased from Consumer Priority Service the Same day for for $308. I placed a claim on September 3, 2025 to get the equipment looked at and fixed. A claim number was assigned September 4, 2025. A technician was sent to diagnose the equipment on September 9, 2025. After diagnoses of equipment it is supposed to be a 7 - 10 business day turn around to fix/replace/remedy the issue. Today is October 6, 2025 and i am still without adequate refrigeration needed to run a restaurant. I keep having to call the Consumer Priority Service (CPS) who the warranty was purchased and ********* the company who was assigned to handle the claim. I have spoken to supervisor ***** of CPS who assured the issue is being handled. I have been beyond patient waiting for the issue to be resolved. I can not afford any more prolonging of resolution for refrigeration is needed to run a restaurant. the amount i am disputing is the amount of the purchase of the commercial refrigerator. I am just asking for the repair or if can't be repaired the replacement of the unit.
Business Response
Date: 10/20/2025
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 reviewed the claim and issued a settlement for the full amount. Please accept via email and a check will be mailed out.
Initial Complaint
Date:10/03/2025
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.
I have been in a warranty discussion with the company for over a calendar year now. We purchased a refrigerator last June, this fridge upon installation had water that tasted dirty and unhealthy. Plumbers have confirmed no issue with the house. It has been impossible to schedule service, communicate with the business/representative *** *****. We get no responses, schedule appointments where no repair service arrives, or the repair service says they cannot solve the problem. A year later we cannot use the water or ice due to contaminated water. It is becoming a health issue with no resolve. We just want the water line fixed.
Business Response
Date: 10/17/2025
Thank you for bringing this matter to our attention. It is CPSs top priority to make sure every inquiry is responded to and settled amicably.

CPS has reached out to the customer and uploaded the estimate of repair to their claim. CPS will monitor and communicate with the customer
Customer Answer
Date: 10/17/2025
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]
Hi. This is not true. I have made multiple attempts to contact the agency. I provide all information requested on the day they request it. It takes multiple attempts to hear back from the assigned agent. I have added information to the lack of communication from the company. As well, they stated they have sent me an estimate, this is false. I have received no estimate from CPS. Only my estimate I provided and paid for from a third party.
As well. I have a long record of poor communication from this company. At this point I have paid $200.00 for a $400.00 repair on a case that has spanned a calendar year.
The water and ice are not safe for consumption according to the local company. I am worried of a health risk, and will be happy to involve the local ***************** on the inadequacy of this companys responsibilities.
For context: this is a repair regarding an ** refrigerator purchased June of 2024. The faulty machinery covered by the warranty remains without repair and unsafe to drink. As well, asserting they have sent an estimate is simply untrue

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

Sincerely,

**** ******

Business Response
Date: 10/29/2025
CPS is in communication with the customer regarding their claim. They are speaking with *** on our team
Initial Complaint
Date:09/29/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I submitted a claim on 9/3/25 for both my fridge as well as the food loss portion of the claim. I spoke live with an customer ********************** agent that told me I need to send pictures of my receipts in order for them to review and determine the refund. I sent screen shots, he said he needed itemized line items for each individual item purchased- which I did. There were two different receipts, with date and time on them, and then additional photos to account for each line item. I was told I was all set and would get an update in 2-3 business days. I called on day 3 when I hadn't received an update and was told that they were expediting my case and I would have an update by the end of the week 9/12/25. That day came and went, I called, they told me they were still reviewing the case. Each time I asked to speak to a manager and was put on hold and then told that no one was available and they would have someone call me before end of day. This has happened multiple times and I have YET to receive a phone call from any manager. I 've check periodically via phone and their online chat to see if there are any updates- the response then turned into "it takes up to 30 days for us to review these"- I am very patient and completely understand that companies have their internal processes and policies to follow- what I'm not OK with, is being given false timelines and expectations and having them change seemingly daily. We had the same experience with the fridge and that being assessed. They decided to have a 2nd ****** come out and try and fix our fridge, with no guarantee of IF OR WHEN they will be fixing it. We have been without a fridge since 9/03, and have a "maybe" date of 10/06 for our fridge the be services and potentially fixed. I now have to start the food reimbursement claim all over again and it's just been less than ideal. Customer support never seems to have a solution.
Business Response
Date: 10/13/2025
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 reviewed the claim and per GE, the repairs have been completed. The customer submitted an additional claim for food loss reimbursement which is currently under review for payment. CPS will communicate directly with the customer regarding the reimbursement.
Initial Complaint
Date:09/22/2025
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.
Bought a 5 year warranty for a ******* drying machine. The machine stopped working after 9 months. They sent a repair company twice, they gave different reasons, said they would order the part and we just needed to wait. This was 2 months ago, never heard of them again after dozens of emails and phone calls.
Business Response
Date: 10/06/2025
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 issued a settlement for the remaining liability left on the unit. Please accept via email, and a check will be sent to you
Customer Answer
Date: 10/06/2025
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]
I need the machine fixed, issuing a refund/check won't solve the issue. I signed and paid for a warranty contract and I want it honored.
This business tries to come up with any excuses not to fulfill their part of the agreement.

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

Sincerely,

******* *******

Business Response
Date: 10/24/2025
The customer has accepted a check for the value of the unit in lieu of repair. Once a settlement is accepted, the contract is fulfilled. Please mark this inquiry as resolved.
Initial Complaint
Date:09/12/2025
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.
On 4/22/2023 I purchased a ****** receiver for the amount of $249.99 from Accessories for less and added on a 5 year extended warranty from CPS for $29.99 for a total of $279.98. On 8/4/2025 I made a claim as my receiver stopped working, provided all documentation, and I was advised to go to a ****** service center, which I did and was told by the service center "it's going to cost more to fix the item than what you paid, we also require a down payment to have the item looked at". I notified the representative at CPS of the details our my interaction with the ****** repair center and was told that I will be receiving a refund since "there are no authorized ****** repair centers in your area" due to the fact that they wanted a down payment for servicing. I later reached out as I had not heard any updates regarding my refund and I clicked on a link to request my refund, but much to my surprise, I received a refund for $29.99 via ****** rather than the item price of $249.99. I spoke with a representative on the phone who stated "we are refunding you for your warranty, we are not refunding you for your item you will need to contact a supervisor". I never requested a refund for the warranty, I requested a refund for the item that was deemed unrepairable ($249.99) and was told the warranty does not cover the item. What is the purpose of the warranty if it does not cover the item?
Business Response
Date: 09/26/2025
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 is reviewing this case for an additional settlement to the customer and will communicate to them directly.
Initial Complaint
Date:09/05/2025
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 filed a claim with the company on July 26th they sent a repairmen the following week. However when I followed up with them regarding the status of my claim. they told me the repairman never gave them the documentation they need to resolve the claim. this has been going on ever since. with no one taking responsibility to solve the issue. I am still with out my dryer
Business Response
Date: 09/19/2025
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 reviewed the claim and has reassigned the claim to another service provider on 9/9/2025. CPS will monitor this claim until the repair is completed.
Customer Answer
Date: 09/22/2025
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]
the repairmen was here last Monday and submitted the paperwork last week I have yet to hear from cps,

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

Sincerely,

****** ********

Business Response
Date: 10/06/2025
CPS is in the process of sourcing a replacement from the manufacturer for the customer. ******************** will communicate directly with the customer for updates
Initial Complaint
Date:08/28/2025
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 am so frustrated with the process that has taken place with CPS warranty company. We have not had a working fridge for OVER 2 months. On June 26 our fridge stopped working. We bought this $3000 fridge with a kitchen renovation that was delivered December 2021. Thank goodness I bought the extended warranty, right? WRONG We quickly submitted a claim with the extended warranty company. They had someone come out July 3 to diagnosis the issue. They deemed it to be the compressor. We figured they would get back to us within a week or so. To our surprise after a few weeks we learned they pushed the claim to ** to fix since i think compressor should have been under warranty And CPS basically closed the claim without communication. ** said they would cover the part not the labor, how is this my fault. I have the extended warranty?? So basically GE pushed us back to the CPS warranty company. We had to escalate a few different times to CPS and finally another tech was coming out 8/5. To my surprise he was not there to fix the fridge but to perform another diagnostic on the fridge (again). After this visit they finally order the parts to fix and the quickest time that we could get the fridge fixed from a tech apparently 8/26. WE ARE NOW 2 MONTHS without a working fridge. 8/26 repair was completed and the tech advised if this didnt work he was sure the warranty company would do a replacement. Well it didnt work. The fridge is still warm temp pushing out no air and they seem to want a tech to come out again. We have had 3 techs with no resolution. At this point we want a replacement. I can not go on without a fridge AND cant believe this is how i am being treated with an extended warranty purchase. Also a note - we had so much food spoilage and they said they only cover freezer items WITH a receipt 30 days from when the issue occurred. They are freezer items? Of course most items that were spoiled where purchases more then 30 days prior.
Business Response
Date: 09/11/2025
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 their appointment for 9/12/2025. Please mark this inquiry as resolved
Customer Answer
Date: 09/11/2025
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:

This complaint is not resolved until i have a working fridge. This is the 4th time a tech has been scheduled, I understand they are coming out tomorrow but i am not confident my fridge will be fixed. i need a working fridge.
I am 9 months pregnant and need this escalated immediately.

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

Sincerely,

****** *****

Business Response
Date: 10/01/2025
CPS has reviewed the claim and has ordered a replacement fridge for the customer directly from GE.
Customer Answer
Date: 10/02/2025
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:

I made it VERY clear to ***** ( CPS case manager) that i am not satisfied with only the replacement of the ** fridge. I bought the ** profile top of the line in 2021 for $2968. This model is not available anymore in slate. There is only a lower level model (not a ** profile) in slate for *******. So i am not satisfied unless i am compensated the difference of the two fridges.

I understand it is not CPS fault that the fridge i had originally and want is not available anymore more. But they should be required to fully compensate the difference for what ** is covering and what i paid for the fridge. Its not my fault it is not available anymore.  If we were to get a more expensive fridge i am sure we would have to pay the difference above what we paid.  The simple fact that we have been without a fridge for over 3 months is another reason we should be compensated.

Also just to note - i know the fridge is ordered but we dont have a confirmed delivery date or anything to show WHEN we will finally receive this fridge. So this is another reason why i am rejecting the response until it is fully resolved

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

Sincerely,

****** *****

Business Response
Date: 10/24/2025
CPS is in close communication with the customer and will ensure there is an amicable resolution.
Initial Complaint
Date:08/27/2025
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 have a stove with a faulty electrical board or bad wiring. I was told a tech would be out. (After horrible customer ********************** trying to get the claim approved) . I heard no response and called myself. I was then emailed after the call saying a tech could not be found and I need to find someone myself. Get it approved and get a reimbursement. I cannot find a tech and have tried reaching out to the company. Emails are being ignored and I was hung up on twice before I could even speak on the phone. The company took my deductible and is now not communicating.
Business Response
Date: 09/10/2025
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 a refund of the deductible was issued. Please mark this inquiry as answered.
Customer Answer
Date: 09/10/2025
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:

It has not officially been resolved yet. It was also agreed upon i would receive a check covering the cost of my stove. They have a copy of the receipt to send the correct amount. I have no received a refund or check yet for that.

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

Sincerely,

********* *******

Business Response
Date: 09/26/2025
This case has been assigned to a claims liaison, who will contact the customer directly to resolve the matter.
Customer Answer
Date: 10/05/2025
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:

It was agreed upon that i would receive a full refund for the product ($450). I have twice now been asked to accept a settlement of $199. They refuse to resolve the issue appropriately.

Sincerely,

********* *******

Business Response
Date: 11/04/2025
CPS issued an additional settlement, which was accepted by the customer. Please mark this inquiry as resolved.
Customer Answer
Date: 11/06/2025
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:

While they did provide a settlement. It was not the original agreed upon amount. And not received timely. We had spoke back in August that I would be refunded the full about (approximately $450). I was told the refund would be issued within 10 business days. I never received it. I called and emailed multiple times until I finally got a call back in mid October. They claimed the conversation never happened and then offered to refund me $200. They called me a liar and wouldnt budget so I accepted as I had no other choice. Something is better than nothing for the product they claimed to cover.

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

Sincerely,

********* *******
Initial Complaint
Date:08/26/2025
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 am filing a complaint regarding my experience with Insurance Provider over a product insurance claim for an item purchased from elk grove shop heroic on June 4, 2025, for Purchase Price of 1480. The insurance policy was shown the issued as July 17, 2025, after the product purchase but not the purchase date.The insurance provider gave coverage to the dealer without checking the product invoice or linking the insurance card to any specific item or purchase date. When I filed a claim for an issue that occurred on July 18, 2025well within 30 days of my purchasethe company required my invoice and then denied my claim, citing that the issue occurred with in 30 days of purchase. They shifted the blame to the dealer for buying insurance late, despite the invoice clearly showing both purchase and coverage ************ concern is that the provider did not verify the invoice when issuing insurance, but requires it for claims, applying inconsistent standards. The agent not answering for the question that if i make a claim after 2 months will it be ok , he i not answering this Customers are left unprotected despite proper documentation and paying for insurance in good faith.I request that the BBB investigate these practices and that my claim be processed based on my valid purchase and insurance records.
Business Response
Date: 09/19/2025
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 reviewed the claim, and it seems that the dealer improperly sold the warranty without following the proper protocol. In situations like this, this falls under the dealer's warranty, and any claim should be directed there.
Please **** this inquiry as answered.
Initial Complaint
Date:08/18/2025
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.
I purchased a CPS warranty for a refrigerator that recently experienced a mechanical failure after more than two years of normal use. CPS denied my claim, citing improper installation, despite:- No contractual requirement for certified or professional installation;- No definition of what constitutes improper installation in the warranty terms;- The fact that the refrigerator was installed professionally and operated normally for over two years.When I requested supporting documentation (specifically the technicians written report, the clause being cited for denial, and confirmation that the claim would be reviewed) CPS did not respond to my written requests. Instead, they continued verbal communications and failed to follow up in writing, despite being asked repeatedly to do so for documentation purposes.The warranty terms do not shift the burden of proof to the customer, and I believe ******************** is improperly denying valid claims based on vague or arbitrary installation-related excuses. This appears to be a pattern based on their BBB profile and consumer ********** make matters worse, the refrigerators drooping door caused damage to our hardwood floor, and we may pursue a separate claim for that.I am requesting:- A formal written explanation of the denial, including the exact clause in the warranty terms cited;- A copy of the technicians diagnostic report used to justify the denial;- Reconsideration of the claim based on the products history of normal operation and lack of substantiated installation fault;- A good-faith offer to resolve or reimburse for both the refrigerator repair and the floor damage.Desired Resolution:Same as above.Attachments:Warranty Copy of dispute email to CPS
Business Response
Date: 09/02/2025
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 reviewed the claim and is attaching the assessment from the manufacturer-authorized service technician. CPS does not make these determinations on its own; we use certified technicians to let us know what is wrong with the unit.
Unfortunately, the claim is denied.
Customer Answer
Date: 09/02/2025

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:

I do not accept this resolution. CPS has failed to provide a written diagnostic report, technician notes, or a specific clause in the warranty terms that supports the denial. The only documentation sent was a pair of photos, without context or technical explanation. No information was provided to show how installation supposedly caused the failure.

The door of the refrigerator has visibly drooped, causing damage to our hardwood flooring. This damage is physical and measurable. The door is a functional part of the unit per CPSs own terms, as it directly affects the units ability to close, seal, and operate properly.

Furthermore, the unit operated for over two years without issue, making it implausible that improper installation was the cause of a sudden mechanical failure. Under the ********-**** Warranty Act, CPS must provide evidence that the installation, not wear or defect, caused the failure. This has not been done.

I am requesting that this claim be reopened and escalated. If no resolution is offered, I will be pursuing formal action in ********** small claims court and will include the costs of repair, floor damage, and filing fees.

Thanks for your help resolving this issue.
Sincerely,
**** ********

Business Response
Date: 09/19/2025
CPS is reattaching the report from the authorized service provider. The technician was the one who determined that this was an installation issue, not a CPS.
CPS has responded amicably to this inquiry. Please mark this as answered.
Customer Answer
Date: 09/28/2025
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:

This response is dismissive and insufficient. CPS has not provided a technicians written diagnostic report, technician credentials, or a clear explanation of how the installation allegedly caused this failure.
Simply stating that a technician said it was installation-related does not meet CPSs legal obligations under the ********-**** Warranty Act, which requires a warrantor to demonstrate causationnot assert it.
As of today, we have not received:
A written report or diagnosis
Any reference to a specific clause in the warranty
Any direct explanation of how the refrigerators failure (after over two years of normal use) was caused by installation
CPS continues to ignore these fundamental requirements, and we are now finalizing documentation for small claims court in ***********

Sincerely,

**** ********

Business Response
Date: 10/13/2025
The service technician sent is a Thermador authorized expert, qualified to make assessments and diagnostics for the unit. Their report was attached in this correspondence in prior responses, and per the terms under exclusions, it states improper installation.
CPS has answered this inquiry to the best of its ability. Please mark this as answered.
Customer Answer
Date: 11/05/2025
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:

This response is dismissive and insufficient. CPS has not provided a technicians written diagnostic report, technician credentials, or a clear explanation of how the installation allegedly caused this failure.
Simply stating that a technician said it was installation-related does not meet CPSs legal obligations under the ********-**** Warranty Act, which requires a warrantor to demonstrate causationnot assert it.
As of today, we have not received:
A written report or diagnosis
Any reference to a specific clause in the warranty
Any direct explanation of how the refrigerators failure (after over two years of normal use) was caused by installation
CPS continues to ignore these fundamental requirements, and we are now finalizing documentation for small claims court in ***********

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

Sincerely,

**** ********

Business Response
Date: 11/14/2025
CPS is reuploading the report from the authorized technician. They are trained by the manufacturer to make these assessments, and if there was something to repair, they would be more than happy to complete it and bill it back to CPS.
CPS has continued to reply in good faith but this is not an appliance issue, it is an installation issue.
Customer Answer
Date: 11/26/2025
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 for the same reasons mentioned previously.
CPS has not provided a technicians written diagnostic report, technician credentials, or a clear explanation of how the installation allegedly caused this failure.

Simply stating that a technician said it was installation-related does not meet CPSs legal obligations under the ********-**** Warranty Act, which requires a warrantor to demonstrate causationnot assert it.

As of today, we have not received:

A written report or diagnosis

Any reference to a specific clause in the warranty

Any direct explanation of how the refrigerators failure (after over two years of normal use) was caused by installation

CPS continues to ignore these fundamental requirements, and we are now finalizing documentation for small claims court in ***********

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

Sincerely,

**** ********

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