ComplaintsforConsumer Priority Service Corp

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Customer response

  09/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  09/11/2024

  Thank you for bringing this matter to our attention. It is CPSs top priority to make sure every inquiry is responded to and settled amicably.

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

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  09/11/2024

  Thank you for bringing this matter to our attention. It is CPSs top priority to make sure every inquiry is responded to and settled amicably.

  CPS has reviewed the case and this claim is denied, please see the notes from the below manufacturer authorized service technician:

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

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

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 7th 2014 I was told that the warranty company (Cps) would not honor their warranty to diagnose and repair my dishwasher and that they would only give me a settlement amount $143 less than what I paid 3 months earlier. They were not willing to negotiate a settlement amount. This came after I paid $99 for them to come out and give a diagnosis of the dishwasher. Now I have a dishwasher that doesnt work, the promise of the return of my $99, and a settlement check for$257 with the expense of buying another dishwasher and incurring the cost of delivery and installation. I feel this is bad business practice and would at least like to know what my options are for the expenses to be incurred. Thanks. ***************************

  

  Business response

  08/22/2024

  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 has met its full liability under this contract per the terms and conditions.  The contract has been fulfilled. 

  Customer response

  08/23/2024

  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 AnswerT Here]The warranty company never came to diagnose problem with the dishwasher before deciding what a fair solution to the problem would be. It became a case of me paying $99 for them to repair the dishwasher or CPS assuming the responsibility for the repair, which is why I took out the warranty in the first place. I have since incurred cost of new dishwasher plus cost of installation.

   

   

   

   

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

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

  

  Business response

  09/06/2024

  CPS has reviewed the claim again and is reaffirming our prior response.  The customer was issued a monetary settlement per the terms and conditions of the policy.  This was a scratch and dent unit, not a new unit. 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In January of this year I made a claim on my Bosch dishwasher that I have an extended warranty on thru this company. The part continues to be on backorder and was told by the repair people to call the warranty place to request a new dishwasher. NO ONE CALLS ME BACK. I have made close to 20 calls, left VM. nothing!!! The only people that answer the phone sis the department that sells new scam warranties.

  

  Business response

  08/20/2024

  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 claim and the parts needed are on back order from the manufacturer.  The unit can be repaired but the authorized network is having delays in obtaining the proper parts needed to complete the repair.

  The manufacturer is required to stock parts for the unit for a period of 8 years from the date of production.  CPS will complete this repair once the parts become available 

  Customer response

  08/21/2024

  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

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a protection plan for our dishwasher and the company said I owe a $149 deductible for claim. I have proof from the company that my deductible is $0.00. They said it was a typo and they would drop it down to $99. I refused to pay it. Then, they said they would process the claim now for $0, but all other claims will have a deductible of $149. There is nothing in the paperwork about a deductible and their website said it covers 100% of parts and labor. It is clearly a scam to get more money from people that dont have their paperwork.

  

  Business response

  08/07/2024

  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 confirmed that the unit was repaired by the customer and a reimbursement for the cost is being processed. 

  Customer response

  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

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Dryer at ****** Applaince in Allaince Oh .I have purchased alot of appliances and stuff over the years there. They have switched warranty companies, I was unaware they did. The switched to CPS. I have have 4 or 5 calms for the same thing on my dryer. 3 of them being in the last 6 months.i am under the impression I have a lemon,I understand in applaince world there is no such thing. In he past they have taken it back after so many repairs and give me a credit towards a new one. They changed to a new company for warranty and it now this CPS. Which had awful reviews, awful customer ********************** . I am tured of eveytime I do laundry I have to worry about the belt breaking . I don't dry thing that shouldn't be put in the dryer. I am at a loss beyond frustrated . If it happen once or twice I be okay but 3 or 4 times in less then a year. No I am done.

  

  Business response

  08/07/2024

  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 received an estimate from the service center and has approved it for repair. The unit was not deemed unrepairable by the service center which is why a repair attempt is required.

  CPS will monitor this claim until completion.

   

  Customer response

  08/08/2024

  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]

   I have talked to the warranty company and was informed after the same repair if should be lemonade out. I an on my 4th belt this year. I have it previously replaced also. Now it not heating. They will be out once again. I am done I want a different product . I have had nothing but problems with said applaince.  According to cps there has never been a belt replace but It has been several times. If I remember total of 5 once being a courtesy.I am dissatisfied.  I won't be buying another applaince from ****** or another Warrnty from Cps as it just a horrible experience. 

   

   

   

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

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

  Customer response

  08/17/2024

  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]

  It still having issues, i still have to run it at least 2 times to get the clothes dry, I am not satisfied , I am back at work now don't have time the reopair didn't fix the problem. I think the control board is shot. I a tired of repair after repair . It not fixing the issue. I will just have to deal as that is what they are saying. ****** has lost a customer. I will be telling everyone instead go else where ****** has no longer the customer ********************** I have come to expect they changed warranty companies to this CPS and the customer is no longer right. ******************** doesn't want to make the issue right . I have a boat ***** for a dryer that they keep putting part in that are not fixing the issue. I am unhappy, my issue is not solved. I have wasted a lot of time trying to get the issued handled. They dont stand behind anything anyore they sell junk. They sell Junk warranties. I am unhappy the isssues are not solved 

   

   

   

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

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

  

  Business response

  08/28/2024

  We are sorry to hear you are having issues with your appliance.  Please contact our customer care team or go online and file a rework claim so we can dispatch a repair professional.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Consumer Priority Service ("CPS") is absolutely a scam. I will avoid them at all costs.On Nov 23, 2021 I purchased a Bosch dishwasher. (Due to supply chain challenges, it was not delivered until Sept 2022).The shop I purchased it from provided me with a CPS service contract as their "extended service" offering. I'm afraid I don't know how much money was paid to CPS in this transaction.CPS committed to repairing my dishwasher for a period of 5 years.In May of 2024, my dishwasher stopped working and needed a repair. I filed a claim with CPS, and I scheduled a service call with the service center provided by CPS. The repairman determined that a part would need to be ordered. Then I had to repeatedly contact CPS and the service center to get the "report filed", and "reviewed", and "approved" so the part to be ordered.Finally, 7 weeks after filing the claim, the service center had the part and came to repair the dishwasher. However, they determined that they could not repair the dishwasher.The description of my warranty on the CPS website (**************************************************************************) states (at least as of this writing, July 18 2024 - see supporting screenshot):"What happens if the service center can't fix it?If the service center cannot repair your appliance, we will provide you with a check for the current market value of your appliance."The service center *cannot* repair my dishwasher, however CPS is refusing to provide me with such a check.Instead, they now say they want a "second opinion" about the dishwasher, this time from an "authorized service provider." (Note that here they admit that the service center they sent me is NOT authorized to service Bosch dishwashers!).What's more, they tell me *I* need to pay for this second repair company to come evaluate the dishwasher (after which CPS will supposedly reimburse me).CPS is clearly obligated to issue me a check for the value of my dishwasher, but the are refusing.

  

  Business response

  08/01/2024

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

  CPS has issued a warranty refund at the customers request due to the dissatisfaction with the process.  This policy is closed, please close this complaint as answered. 

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a warranty from this company when I purchased a new washing machine. The terms of the warranty said "***air or ***lace". I opened a claim when my washing machine stopped working and was immediately billed a $99 deductible which I paid right away. It took 2 weeks for the service man to show up. He said he had to order a part and it took 2 more weeks until he returned. The part did not fix the washer. Another 2 weeks and 2 service calls later, ***airman said he could not fix it. He told Consumer Priority Service the washer was not ***airable.I then received a settlement offer from CPS for $259. Minus the $99 deductible I already paid, they offered $159 to ***lace a $600 washing machine. The emailed offer said to contact accounting ***** directly if I had any questions or concerns. I called the next day, asked to be connected to accounting, but was told they could not do that. I explained my problem and the *** said she would forward to accounting. 3 days later I had not heard from accounting so I called again. Again I asked to speak with accounting but was told I could not even though the email said to contact accounting directly.This time the *** started talking about depreciation. I told him the warranty document I received with terms and conditions said ***air or ***lace, nothing about depreciation. He said he would email me a copy of the terms and conditions, but it said exactly the same thing the document I originally received said - ***air or ***lace. I told him I could not ***lace the washer for $160. He said sorry, that was the final offer.Then I contacted the store that sold me the washer and the warranty, they contacted a sales *** from the warranty company, explained the situation, and the *** said he would arrange for someone to call me back with a better offer. I have heard nothing after that I deserve a fair settlement offer to ***lace the washer they were unable to ***air.

  

  Business response

  08/01/2024

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

  CPS is in contact with the customer and offered a settlement based on the terms and conditions of the policy.  Please close this complaint as answered. 

  Customer response

  08/03/2024

  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:

  On July 31, 2024 I called Consumer Priority Service again because I had still not received any written information explaining how they arrived at a replacement value of $160 ($259 - $99 deductible I already paid) for my 1 year old washing machine and nothing about depreciation that was mentioned by a different customer *********************** **** I was finally connected with someone who said his name was ***************** and that he was a claims supervisor.  I asked why was the offer I rejected replaced with an even lower offer of $61 ($160 - $99 deductible).  He said since I complained, the matter was reviewed and the offer was lowered. I asked how I was supposed to replace my washer for $61 and his response was something to the effect of I don't know, I don't shop for washing machines.  I also told him that depreciation was no where in the terms and conditions and he referred me to the last line of that document, a copy of which I received when I purchased the washer, that says the terms and conditions "are subject to change at any time without notice". I told him a representative had emailed me the latest terms and conditions document a short time ago and no where was "depreciation" mentioned.  He said language about depreciation was added before I purchased my washer but that their IT department was "too busy" to update the document.  I asked him to email me the actual language that resulted in an offer of $61 ($160 - $99 deductible I already paid) to replace my washer and the date that addition to the terms and conditions was made. ********** promised to email that information to me "in a couple of hours".  As of now, 8/3/2024, I still have not received that information.  I sent another complaint containing the information I have written here to Consumer Priority Service on 8/1/2024 and their response was to resend me the $61 ($160 - $99) settlement offer.
  
  So after more than 2 months I was required to pay a $99 deductible towards repair of my washer that was never completed, no return of my deductible, and a subsequent replacement offer of $259 that has now been reduced to $160 apparently because I complained about the first offer. And still nothing in writing, no terms and conditions document that explains how that number was arrived at.  And just to be clear, the terms and conditions document I received from Consumer Priority Service when I purchased my washing machine and again just a week or 2 ago clearly states "repair or replace" and makes no mention of any types of deductions to the replacement value for depreciation or anything else. 

   

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

  

  Business response

  09/06/2024

  CPS has confirmed with the customer that they are satisfied with the outcome of their claim

  Customer response

  09/12/2024

  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

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased ********************** conditioner from ***'s appliance in **************** 10/9/21, bought extended warranty which expires 10/13/26. I turned on air conditioner this 6/24/24 it didn't cool. I contacted CPS, they contacted ********* mgr who sent a technician from **** HVAC and conditioner repair. They determined compressor not working. Report sent to CPS. On 7/2/24 CPS reviews report from ****. On July 8th *********************** of CPS said they were waiting for ********* to get back to them as to replacing compressor or air conditioner. On 7/11/24 *************************** of CPS asked me to send her photo of model and serial number inside cover of conditioner. I did so immediately. ****** acknowledged receipt immediately. It is now July 15, I still don't have a bedroom air conditioner that cools and I have a heart condition. I need results from someone. ***'s appliance says they can't do anything until they get report saying conditioner needs to be replaced as determined with CPS and ********* air conditioner manufacturer. Please help me, I'm 77 years old and need help.*************************

  

  Business response

  07/26/2024

  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 ordered a replacement unit for the customer.  We will provide an ETA once it is available. 

  Customer response

  08/27/2024

  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 originally filed this complain July 2024, the problem has been going on since June 24 when I contacted CPS warranty company their warranty # ******* my complaint number *******..  ** ********* air conditioner stoppering on June 24.  CPS sent a techniciaon on June 28 who determined the compressor did not work. This report sent to CPS and finally ********** air conditioner had CPS offer to give me a new unit which would be available mid ******.  I agreed.

  
  

  
  

  I  have one allsyummer lont with unbearable heat and no air conditioner in my bedroom..I am 77 yrs old and have a heart condition.  No one seems to care.

  
  

  I paid for my extended warranty and they were happy to take my money.

  
  

  Please help me get a response from CPS, ******************************************

  
  

  I await your prompt reply and hopefully success in contacting CPS.

  
  

  Regards,

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

   

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

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

  

  Business response

  09/06/2024

  CPS has reviewed the case and is ensuring that the customer will be fully satisfied.  Please expect another response from our organization

  Customer response

  09/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

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