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: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,
  
  **** ********
  
  
  
  
   
  

• Initial Complaint

  Date:08/18/2025

  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.

  My refrigerator wasn't working correctly and the warranty service. After weeks of waiting to have fixed, waiting for CPS to check manufacturer details, CPS claims department to go through their process (over 3 weeks in total) they will not replace, fix or refund what I paid for my appliance. On top of having to eat out with a family of four. I'm requesting now the amount of the appliance (******), plus average cost to eat out for family of 4 to eat out all day for 3 weeks (9021), minus one month's of average grocery cost (500) which i believe is a beyond fair resolution. Not including tow away or replacement costs and time and stress.

  

  Business Response

  Date: 08/29/2025

  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 offering the customer an updated settlement. 

  Customer Answer

  Date: 09/04/2025

  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]

   My refrigerator was bought for over 700$.

  I paid the service fee of 99$

  I'm offered less than 500$. My refrigerator isn't fixed or replaced. 

  I'll be sending court papers next. 

   

   

   

   

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

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

  

  Business Response

  Date: 09/19/2025

  The maximum liability is the purchase price less any amount paid for service.  A settlement of ****** has been issued; once accepted, the customer will receive a check. 

  Customer Answer

  Date: 09/29/2025

  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:

  Sorry for the delayed response. The original warranty I received states that the company would replace my product at the current fair market value. My product brand new is over 2100$. I simply asked for a refund (******). For the fact that the insurance company refused to refund or replace at a fair value (even deducting the 99$ service fee i paid (******)) over a month with a reasonable offer. This was a refrigerator which is a necessary product that affects everyone everyday. I have all the emails and text messages with this company refusing to take responsibility for their commitment to take full liability to their own literature. 

   

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

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

  

  Business Response

  Date: 10/06/2025

  CPS has checked the account and the updated settlement has been accepted by the customer. 
  
  

  Customer Answer

  Date: 10/07/2025

  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:08/18/2025

  Type:Customer Service 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.

  Extremely dissatisfied. They sent someone to tear my living room furniture apart and its been 2 months. No follow up. No tracking, nothing. The last time I called, there was no discussion of my claim number warranty number of information but the lady gave me the same responses. These are canned scripts to delay fulfilling the orders of the warranty claims. I filed on June 16, 2025 with extreme hurdles to accomplish. June 23, 2025 a man came out and tore my living room furniture apart. Ive called numerous times checking the status, asking for follow **** and tracking numbers. Its August 18th, 2025 and there has been no progress, no information, no follow up, multiple hang **** disconnections, hours on hold, failed call backs, and zero attempts to resolve my issue. I paid for this service and the order has not been fulfilled. Delay is one thing, active avoidance, and intentionally delaying the repair is another.

  

  Business Response

  Date: 08/29/2025

  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 service center to follow up on the repair attempt on the furniture.  CPS will monitor the claim until completion. 

  Customer Answer

  Date: 09/09/2025

  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:

  Reject it. Nothing has changed. Nobody has called, emailed, the issue has been resolved. There has been 0 effort or interest in fixing this.

   

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

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

  

  Business Response

  Date: 09/18/2025

  According to the customer, the parts have been received, and CPS is scheduling a repair. 

  Customer Answer

  Date: 09/26/2025

  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 because:

  My furniture claim is still not complete. 

   

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

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

  

  Business Response

  Date: 10/03/2025

  CPS is going to follow up with the service center to ensure service is completed for the customer

  Customer Answer

  Date: 10/21/2025

  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:

   There has been no changes. The issue is still not resolved. Nobody has called or came out. 

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

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

  

  Business Response

  Date: 10/29/2025

  As of 10/29, CPS has approved the estimate of repair and the service provider will complete the repair for the customer. 

  Customer Answer

  Date: 11/03/2025

  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:08/15/2025

  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 #******* I purchased a TV that came with a protection plan through Consumer Priority Service (CPS). Nearly three months ago, the screen stopped working either not turning on or randomly going black. We filed a claim and followed every step required.The first ********** suspected a motherboard or panel issue, but CPS closed the claim saying the TV was functioning. We had to call multiple times and resubmit the same evidence to reopen it. Since then, weve called probably 50+ times. Each time, we were told wed hear back in 12 business days. Not one of those promises was kept.During this time, our calls were frequently disconnected after long hold times (often 45+ minutes), and the callback system would drop the call immediately. We tried different phones and networks, but the problem persisted suggesting a possible tactic to avoid live contact.A second ********** confirmed the issue as a faulty panel. That was almost three weeks ago, and still weve received no update or resolution.Agents have either been overly vague or, in the case of a supervisor, outright argumentative. Most recently, CPS shifted blame to **, saying they are waiting on the manufacturer. This was the first time ** was mentioned in three months of communication. When we contacted ** directly, they confirmed no outreach from CPS regarding our TV or serial number.We are no longer under warranty with **. CPS is fully responsible for resolving this not just waiting indefinitely. They are acting like a passive middleman while deflecting responsibility. If ** truly hasnt responded for weeks, CPS has shown no proof of escalation or meaningful action to move things ********** this point, weve lost all trust in CPS. The delays, missed commitments, and lack of accountability suggest they are hoping well give up. We wont.We are requesting immediate fulfillment of the claim in the form of a full replacement or refund.

  

  Business Response

  Date: 08/29/2025

  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:08/12/2025

  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.

  Appliance was "repaired" after a struggle to get them to approve the claim. Same problem happened again one and a half months later and they want me file a new claim and pay the deductable again for the same issue.

  

  Business Response

  Date: 09/05/2025

  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 explained the rework policy.  The customer requested a full warranty refund which CPS provided.  Per the bank, the check has been cashed by the customer.

  Please **** this inquiry as resolved. 

• Initial Complaint

  Date:08/04/2025

  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.

  As part of our home purchase, the seller purchased a home warranty as part of the agreement to cover all major appliances.An air conditioning unit broke down and I attempted to make a claim.The company would not cover the unit because I did not have the original invoice of the purchase of the unit - which was probably ******************************** two home sellers ago.This product is *not* useful in any realistic home purchase scenario.They would not refund the product because they said that it was purchased through a "store" and somehow they have *no* information about the origin of this warranty. Yet they claim they are willing to service this warranty of unknown origin - if only I could produce the original invoice.This system is a scam.

  

  Business Response

  Date: 08/15/2025

  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 case and the customer has a warranty on a newly purchased product from Home Outlet Direct, not a home warranty from CPS.  We believe the customer may be confusing our company with a different one.