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

  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:08/22/2022

  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.

  ************************************** Motion Collection ******** * *********** Sectional Sofa from Appliances Connection on 1/27/21 was delivered on 2/18/2021. I also bought a furniture ?warranty from CPS too. On 3/18/2022, I filed a complaint that ? The spring or cushion is bulging on the left facing chair, so the leather covering looks lumpy. I forgot to add that the legs were wobbly, so I emailed CPS on 3/24/22 since I could not update my claim. They sent someone out to only fix the cushion on my chair. He only pulled cushion ?straight, and within less than a week, the cushions started to bulge ? again but worst. I filed another claim about the pillow, along with the wobbly legs.? A different person came out to look at it and stated that *************** was made worse by the first person because they didnt glue The cushion down, which made it worse. He also noted that the wobbly legs could be fixed but not in the amount of time the warranty company allotted?. He pointed out that the issue could have been due to delivery, but ?I informed him that everything was delivered in the original boxes, which were heavily padded and taken out and installed in front of me. The warranty company, CPS, now does not want to do the repairs on my chair even though they made it worse by the first person they sent out. CPS stated that since the last furniture repair person noted that it was due to delivery, they now said they dont want to return it. I have photos of the boxes that the furniture came out of, along with pictures of the furniture being installed. In addition, this problem started after I had the furniture for a year. I want my furniture to be repaired or replaced.?

  

  Business Response

  Date: 08/24/2022

  Upon review of the customer's complaint, we would like to highlight the following inconsistencies in the customer's original complaint details:
  
  

  1) CPS dispatched the same service provider during two individual claims, once in March 2022 and once in July of 2022. There was no different servicer dispatched by CPS to address the customer's issue.

  2) While we do expect authorized service providers to evaluate each item and identify and present any findings to CPS, we cannot account for an issue which was neither reported to CPS by the customer nor the ********************** provider and any attempt to do so going forward would be purely a courtesy granted at CPS's discretion, unless such an issue on its own makes up a valid claim.

  3) Upon opening a new claim in July 2022 to address the issue that persisted along with the newly reported issue, the determination of the damage and its nature was made by a second technician, who was dispatched from the same service provider. We have included the full tech notes from this visit below, verbatim:

  "Tech Comments: EXTENSIVE DELIVERY DAMAGE CAUSED BY DELIVERY. ***** DAMAGE, SPRING/**** DAMAGE. ALL THE ***** LEGS WHICH ARE BOLTED INTO THE ***** OF THE **** WERE LOOSE AND CANNOT BE TIGHTENED. THE MATERIAL USED IN CONSTRUCTION IS PARTICLE BOARD WHICH HAS SPLINTERED. THE LEATHER UPHOLSTERY WILL HAVE TO BE REMOVED FROM THE BOTTOM OF ALL PIECES AND THE ***** WILL HAVE TO BE REPAIRED. THE *** **** PIECE IS DISTORTED. IT WAS REPAIRED BY A PREVIOUS TECHNICIAN AND THIS REPAIR HAS FAILED. THE **** IS DAMAGED AND WILL NEED REPLACED. WHEN THE NEW **** IS INSTALLED IT WILL HAVE TO BE GLUED TO THE INSIDE OF THE SEAT CASING. THIS IS EXTENSIVE AND WILL REQUIRE A SHOP REPAIR OR REPLACEMENT. FSN DOES NOT HAVE SHOP TO DO SHOP REPAIRS. CUSTOMER WAS KIND AND PATIENT BUT VOICED HER DISAPPOINTMENT WITH THE DELIVERY TEAM AND OVERALL EXPERIENCE"
  
  As shown, there is no indication that the damage was the result of the first technician's visit, but rather speaks to damage incurred during delivery, which is not covered under the CPS policy applied to this product. Our denial was based on this fact. Furthermore, the technician goes on to mention the customer's acknowledgement and disappointment of the delivery issue, which was not included in the customer's complaint to the ********************.
  
  
  As such, our denial of the customer's claim must unfortuntely stand. We request this complaint be considered resolved pursuant to the aforementioned details and evidence. The customer is welcome to file an appeal and present any additional supporting evidence for this appeal by contacting us directly at ************.

  DELIVERY DAMAGE CAUSED BY DELIVERY. ***** DAMAGE, SPRING/**** DAMAGE. ALL THE ***** LEGS WHICH ARE BOLTED INTO THE ***** OF THE **** WERE LOOSE AND CANNOT BE TIGHTENED. THE MATERIAL USED IN CONSTRUCTION IS PARTICLE BOARD WHICH HAS SPLINTERED. THE LEATHER UPHOLSTERY WILL HAVE TO BE REMOVED FROM THE BOTTOM OF ALL PIECES AND THE ***** WILL HAVE TO BE REPAIRED. THE *** **** PIECE IS DISTORTED. IT WAS REPAIRED BY A PREVIOUS TECHNICIAN AND THIS REPAIR HAS FAILED. THE **** IS DAMAGED AND WILL NEED REPLACED. WHEN THE NEW **** IS INSTALLED IT WILL HAVE TO BE GLUED TO THE INSIDE OF THE SEAT CASING. THIS WAS NOT DONE BY PREVIOUS TECHNICIAN CAUSING THE REOCCURRING DISTORTION AND NOW DAMAGE TO THE ****. THIS IS EXTENSIVE AND WILL REQUIRE A SHOP REPAIR OR REPLACEMENT. FSN DOES NOT HAVE SHOP TO DO SHOP REPAIRS. CUSTOMER WAS KIND AND PATIENT BUT VOICED HER DISAPPOINTMENT WITH THE DELIVERY TEAM AND OVERALL EXPERIENCE

  Customer Answer

  Date: 08/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hello,
  
  The first technician did not note that it was a delivery issue.  When you look at the two claims and the pictures, they dont make sense.  The second claim states that my sofa was Trashed/Abused/Neglected which is not valid, while the first states that my sofa is in fair condition and a manufacturer defect. The cushion and wobbly legs were mentioned in both claims, but the legs were not addressed at the first visit. I dont know where the delivery narrative is coming from. I never stated that the delivery team doing a bad job to the tech. I only mentioned that they left all the boxes and packing materials in front of my garage, which you can see in the picture I attached in my complaint.
  
  
  When I spoke with the second tech about the chair looking and feeling worse than before, he stated that the first tech made the chair worst because he did not glue any of the cushion or foam down, which is why I had the same issue but worse within a week of the first tech coming out. This is mentioned in your reply at the bottom but was not quoted completely.
  
  
  THE RSF **** PIECE IS DISTORTED. IT WAS REPAIRED BY A PREVIOUS TECHNICIAN AND THIS REPAIR HAS FAILED. THE **** IS DAMAGED AND WILL NEED REPLACED. WHEN THE NEW **** IS INSTALLED IT WILL HAVE TO BE GLUED TO THE INSIDE OF THE SEAT CASING. THIS WAS NOT DONE BY PREVIOUS TECHNICIAN
  CAUSING THE REOCCURRING DISTORTION AND NOW DAMAGE TO THE ****. THIS IS EXTENSIVE AND WILL REQUIRE A SHOP REPAIR OR REPLACEMENT.
  
  
  In addition, the pictures that I posted in the complaint show what the furniture looked  like after delivery. This all started this year. My sofa issue was not due to delivery.  

   

   

   

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

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

  

  Business Response

  Date: 09/12/2022

  As per the initial response, the issue was noted by the service company involved to be due to physical damage as a result of delivery/install issues. CPS warranty terms and conditions outline we do not cover these issues. We understand the consumer feels that we should cover these issues but that does not change the original terms of the plan. The consumer is aware of this and is still pressing the complaints which we feel the BBB is unfairly facilitating despite our decision being in line with our terms and conditions, which the BBB lists as a requisite in order for a complaint to be valid. We request this complaint be closed on grounds of being invalid - a consumer disagreeing with an authorized servicer does not change the fact that the consumer is a layperson disagreeing with a professional assessment. 
  
  As such we request this complaint be considered closed instead of being re-opened repeatedly; this can result in the BBB being used as a weapon against a business in a situation where we are in the right.

  Customer Answer

  Date: 09/23/2022

  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 service company's initial response to the issue stated that the damages were due to the manufacturer's defect, not delivery--see attachments. Neither technician ever informed me that sofa damages were due to delivery or installation when on site. We need to go by the initial technician's view of the sofa. Also, it bothers me that you are not addressing why you amended the comment section from the 2nd technician stating that the cushion was made worse by the first technician not gluing it down. Why did you delete a sentence from the quote and then lie, saying it was not mentioned? You are being unfair as a business by not honoring your terms and being deceitful by taking out verbiage from the second technician stating that damage was done by the first technician you contracted. We can agree with the initial evaluation, which had the same issues. You are taking advantage of me and being deceitful. Please fix or replace my sofa.

   

   

   

   

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

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

• Initial Complaint

  Date:08/17/2022

  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 extended warranty with a couch.Year later spring broke.Put in claim June 6 Waited a month for someone to come out for estimate.Stagnant for month.Back and forth till today. No part, discontinued.I only receive the amount of the warranty. I'm out like 900 dollars!

  

  Business Response

  Date: 08/18/2022

  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.
  
  As per the customer's complaint, the part for this item has been discontinued by its manufacturer for their own reasons. As per the terms of the CPS contract, we are not liable for inability to complete repairs due to lack of service options. As a result, we are unable to provide any further resolution than the refund of the full, paid premium as dictated by the policy terms.

  As such, we request this complaint be considered resolved. The customer has received their due as per the policy terms.

  Customer Answer

  Date: 08/19/2022

  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]

   Unfortunately I was not provided with the information of the contract of the warranty. I would like to have my warranty agreement sent to me, to see where exactly in my warranty it sais, if the product cannot be fixed due to lack of parts the warranty is voided. 

   You're company said if a product cannot be fixed then it will be replaced. Well, it cannot be fixed. Not having the parts to be able to fix it shouldn't be a loop hole for my product not to be replaced. It's only a year old. 

   Furthermore, I don't believe you did everything you could to find the part. You don't know who manufactures it! 

   I did my homework and found the company and they have simular couches still available, which why can't you see if the one of their parts can be interchangeable with my product?

   I believe there's more that can be done to correct this issue!

   

   

   

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

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

  

  Business Response

  Date: 08/24/2022

  CPS will gladly forward the terms of the policy to the customer and remains open to addressing this matter directly via email or phone call with the customer. This is an open dialog from ********************'s perspective and the customer's lack of response to our direct communication attempts since their claim denial would suggest the customer is attempting to leverage the ******************** as a tool to change our denial despite our terms clearly outlining the basis of our decision.
  
  We request this complaint be closed; CPS will be providing the customer an additional copy of their policy terms for review and will be more than happy to address the customer's concerns via the appropriate internal escalation channels.