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

  PO Box 32160 Newark, NJ 07102-0560

• 

  Consumer Priority Service

  24 Commerce St Ste 612 Newark, NJ 07102-4018

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:01/31/2023

  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 had purchased a warranty for an electric stove and CPS was the warranty provider. A burner on the stove failed and I filed a claim and they sent a repair person. CPS offered a settlement of approximately $300 because the repair was deemed uneconomical. I had requested a higher amount and was refused. According to their terms document the repair cannot exceed the value of the appliance. I had requested the quote from the repair person and they refused. The appliance was $499 originally and when contacting the repair person they stated the labor was $275 and CPS was to provide the parts. The parts online list for approximately $35. According to the terms agreed to they are responsible for the repair. At this point I would prefer a refund. I have attached my email exchanges and the terms CPS provided.

  

  Business Response

  Date: 02/14/2023

  CPS has re-reviewed the customer's claim and determined to provide a settlement for the original invoice price in the interest of customer **********************. This is a one-time courtesy that does not ensure the terms of any separate or subsequent warranties will be overridden in a similar fashion. The customer will receive an email with instructions to process their settlement by the end of the day on 2/14/2023.

• Initial Complaint

  Date:01/04/2023

  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 9/23/22 I opened an extended warranty claim for my Bosch Dishwasher. My original installation date of my dishwasher was March 2021. The technician can put and took the machine apart, called someone to walk him thru my repair error code. He then ordered the parts he thought would resolve the issue. When the parts came in, he returned to install them. It did not solve the problem. He made another call, more parts ordered. Returned again and hours later still no working dishwasher. Another part needs ordered. That part is on backorder with no anticipated repair date. It has now been over 90 days with no working dishwasher and no resolution. No one at CPS will provide any alternative solutions other than make me wait. I have found the part online thru 2 "non-authorized" places. I will take a full refund of the machine -including tax and install. I will take a brand new machine. They will not do any of those based on my conversation with the rep they assigned to me *****. He will not even respond to my calls or emails.

  

  Business Response

  Date: 01/17/2023

  CPS is actively working on the matter and will be reaching out to the customer with a resolution in the next ***** hours.

• Initial Complaint

  Date:12/06/2022

  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.

  We bought a new washing machine and a warranty for that washing machine through CPS. The washing machine has had the same malfunction consistently and has now been deemed unrepairable by CPS. We feel like CPS is not honoring their warranty for the following reasons. 1.) According to CPS request for on-site service document under appointment day section sentence #4 it states "All work performed by our authorized servicers must come with a 90 day guarantee. If a related problem arises within 90 day of work completion, your company will be notified and will be responsible to come back to the customers premises in a timely fashion for a rework." all of the malfunctions occurred within the 90 day rework guarantee except for the first one but they of still charged and deducted the amount of all the repairs from the maximum liability. The information for this can be found under CPS request for on-site service document under same day section sentence #4 within the paperwork included. 2.) CPS has a no lemon guarantee that states " NO LEMON GUARANTEE: if your product fails three times due to the same malfunction, CPS will replace your unit!" They repaired our unit more than three times and never replaced it. The information for this can be found in CPS's warranty brochure under the CPS guarantee section within the paperwork included.3.) CPS's authorized repair company ***************** deemed our unit unrepairable in April of 2022 but they had another repair company come in and try to repair it 2 times after it was deemed unrepairable by their own authorized repair company and still charged and deducted that amount from the maximum liability. The information for it being deemed unrepairable can be found in an email from ***************** to whirlpool within the paperwork included. The information of it being repaired after it was deemed unrepairable can also be found within the paperwork included. Anything else needed please reach out to us.

  

  Business Response

  Date: 12/07/2022

  The CPS Senior Escalations Team has reviewed the customer's concerns and claim details and determined the following:
  
  1) Regarding CPS's buyout (settlement) calculations as relating to Limit of Liability: CPS did discount the most recent rework claim cost from limit of liability calculation. The total amount claimed against the customer's ********************** contract was $1263.91 including all logistic and administative fees. Of this, CPS discountedall administrative and logistic fees to reduce that responsibility to $1013.91. After this, we discounted an additional $76.01, the total of the most recent rework request. This brings the customer's obligation down to $937.90. The customer's maximum limit of liability is the original invoice price of the item, $1399.99. This brings the remaining responsibility to an amount of $462.09. CPS sent the customer a buyout refund for $462.08, which has been resent and amended to account the $0.01 discrepancy, bringing the new refund to $462.09.
  

  2) Regarding customer's rights under ********************'s "No Lemon Guarantee": As per the written terms and conditions, the specification of the same component failing more than 3 times must be met. The control board was replaced twice and a fuse was replaced once. The failure is the same but seems to be recurring despite the proper parts being replaced per *** authorized service. As for why these parts were replaced in that order, we must clarify that while CPS facilitates the repair process logistically and financially, we cannot speak to the technical engineering aspect of the repair process to a more reliable degree than that product's own manufacturer (and by extension their authorized diagnostic agents). As such we deferred to their expertise in approving the parts required.
  

  3) Regarding CPS's decision to seek a second opinion regarding the referred to diagnosis: CPS's authorized repair companies are the same as the manufacturer's repair companies. When a product is deemed unrepairable, CPS consults the *** with the details and we rely on their guidance for the same reasons mentioned previously. In this case the guidance, upon receiving an unrepairable diagnosis, was to dispatch a different servicer of the ***'s suggestion in order to confirm the non-repairable diagnostic. A second opinion is common place in any diagnostic circumstance and is well within CPS's right to seek for reasons including but not limited to engineering guidance from the product ***.

   

  Please feel free to reach out to ************ ***************************************** with any questions or concerns regarding this decision. The decision detailed in this response is final.

   

  Customer Answer

  Date: 12/09/2022

  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]

  they have not offered a reasonable solution to this issue.

   

   

   

   

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

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