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:08/04/2025

  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.

  I purchased a ** washer/dryer combo on 4/11/24 for $1500 and at this time purchased an extended warranty. 4/23/25 the washer broke. Since then repair people have been out trying to fix it. After replacing some parts they decided to not repair. But instead of replacing the washer they offered $819. That does not even buy a used washer/dryer combo. I have replied back that that will not replace it and that the point of a warranty is to be covered if it breaks. They just keep sending the me $819 offer. I priced the same one this weekend and cannot find it cheaper than $2000. I at least need what I paid for it back, if they are not going to fix it or replace it. The washer/dryer combo is just over a year old. Plus the warrant if for 5 years for appliances under $3500 and a year in they offer $800? So if if broke at 4 years and they could not fix it they would offer what $100? It just makes no sense.

  

  Business Response

  Date: 08/18/2025

  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 the settlement amount is the remaining liability left on your contract.  CPS had to pay an excess of $700 with the first repair and the settlement is the remainder value of their unit.

  Please **** this inquiry as answered. 

  Customer Answer

  Date: 08/19/2025

  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:

  The repairs made on the washer were about $350   The first offer was for $819 then about $780 and the third one of $700   Their website states Our standard appliance plan covers 100% of the parts  and labor used in repairs of your appliance  The warranty also covers all hardware failure and inner  machinery failure  If your product fails to operate properly under the terms of its written warranty. We will replace it no questions asked   Instead they offer me settlements each time lower   I responded that I would accept $1000 which is still not full price of getting a new washer  My warranty covers up to $3500 and the part was $350  so they are saying labor to not even fix the washer is $2450  There is no way that is the case    To settle this is need $1000 from the warranty company 

   

   

   

   

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

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

  

  Business Response

  Date: 08/29/2025

  CPS is rereviewing the settlement amount and will reach out to the customer directly. 

  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:

  They did not give a response. It just says they will reach out to me. They have offered 4 settlement offers and each time it is lower than the last offer. I have not accepted any offer as they are ridiculous. The washer/dryer combo is just over a year old and they have offered between $650-$819. I paid $1500 for the washer plus paid for a 5 year warranty. The warranty says covered up to $3500 product. The offer they made does not replace my product and the reason I got the warranty was so that if it broke I was covered  

   

   

   

   

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

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

• Initial Complaint

  Date:07/30/2025

  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.

  On November 6, 2024, I purchased an ** refrigerator (Model: LMWS27626S) for $959 from ***************** in *******, covered by a CPS Appliance Shield Warranty. The refrigerator failed due to a defective freezer drawer gasket and a disconnected water dispenser filter, both manufacturer defects. I filed a claim with CPS, who attempted repairs but deemed the unit unrepairable, offering a $652.12 settlement on July 22, 2025. I disputed this via CPSs claim review form on July 23, 2025, arguing that $652.12 (68% of the purchase price) is insufficient to replace the refrigerator, which costs $1,200-$1,600 based on current prices at ********** and Best Buy. CPS upheld the $652.12 offer on July 26, 2025, without explanation.The CPS warranty (received July 23, 2025) states that for an unrepairable unit, CPS must repair or replace the covered product, with product replacement as the full limit of liability. The $652.12 cash settlement is neither a repair nor a replacement, violating the warrantys terms, the ********-**** Warranty Act (15 U.S.C. 2301), and Georgias Fair Business Practices Act (O.C.G.A. 10-1-390). Georgia law allows incidental damages, supporting my claim for a full refund or replacement.I emailed CPS on [insert date if you sent the escalation email; if not, omit] with my receipt, warranty, and market research, requesting a supervisor review, but have received no satisfactory response. CPSs offer fails to make me whole, as I cannot replace the refrigerator for $652.12, causing financial loss and inconvenience.

  

  Business Response

  Date: 08/13/2025

  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 reached out to the customer and confirmed that the issue has been resolved and any open claim satisfied. 

  Customer Answer

  Date: 08/13/2025

  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:07/29/2025

  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 this complaint out of complete frustration and a lack of options. This home warranty company has provided the worst customer ********************** I have ever experienced, and I urge the BBB to take action and warn others.On May 12, 2025, I opened a warranty claim (claim #*******) for a malfunctioning garage door operator. Despite being in ************, the company said they couldnt find a contractorso I found one myself and submitted their invoice and diagnosis, which clearly recommended a full ***lacement.Instead of communicating with me or the technician, the company unilaterally decided to ship partstwiceboth incorrect and incompatible. The technician does not perform piecemeal ***airs and has since rightfully requested payment for time spent.I have called ***eatedly since early ***** been hung up on multiple times, and was promised a callback on June 4 that never came. I followed up by email on June 13which also went unanswered. As of July 29, Ive had no resolution. The last time I spoke to someone was July 15she also stopped responding. When I request call-backs now, the *** hangs up as soon as I answer.Every claim I've filed over the past 8 months has been an exhausting, unresolved process. Ive paid $850.52 for this warranty, and not a single claim has been properly fulfilled. Ive already spent $250 out of pocket to diagnose this current issue and will now be forced to pay another $900 for a ***lacement operatorsomething that should have been covered.This feels like a business model built on delay and avoidance, designed to wear down paying customers. Ive been without a functional garage door since early May, and have received no meaningful support. I am requesting the BBB intervene and warn other consumers about this companys unethical practices.

  

  Business Response

  Date: 08/12/2025

  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 offered a settlement for a replacement unit and has shown the customer where they can purchase another lift.  Regarding the reimbursement, please submit a final paid invoice and CPS will reimburse. 

  Customer Answer

  Date: 08/12/2025

  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:

  The businesss response is inaccurate. Over the past three months, CPS has been anything but responsive or amicable. While I did receive a settlement offer, the amount proposed is wholly inadequate and does not correspond to the documented cost of replacement, nor was I provided with any information or proof of where I could purchase, and have installed, a replacement for the offered amount. The original invoice submitted to the business in May clearly shows a replacement cost of $938.47. Despite this, the business disregarded the invoice and the guidance of the contractor I was directed to hire. Instead, CPS has engaged in an infuriating pattern of delay, mishandling, and misrepresentation, culminating in an offer amounting to approximately one-third of the actual replacement cost, which is both unreasonable and unacceptable.
  
  I hereby reject your proposed settlement of $348.62. Under both your salesmans (****** *****) written assurancethat if a product is not repairable, it is replaced with something comparable, of equal specs and equal caliberand Section D of the General Conditions of your Home Warranty Terms (repair or replace the covered product with a comparable feature model of like kind and quality), you are contractually bound to provide a full replacement with an equivalent item when repair is not feasible.
  

  I submitted a diagnosis verifying that replacement is necessary in May. You shipped two incompatible parts, ignored my technicians recommendations, and prolonged resolution for months. Your offer falls far short of the $938.47 required for a comparable replacement and fails to reimburse the $250 I spent on diagnosticscosts directly caused by your mishandling.

  I therefore demand payment of $1,188.47. Failure to comply will result in further escalation through the BBB, the *********************************, and other relevant agencies, and the initiation of a small claims action for breach of contract and bad faith. Under Colorados Consumer Protection Act, bad-faith denial of valid claims may entitle me to treble damages, attorneys fees, and costs. I will seek all remedies available under state law.

  Let there be no doubt: Your warranty expressly mandates like kind and quality replacement, and your salesmans written commitment makes that promise enforceable. Continued delay, misrepresentation, or partial payment will be met with immediate legal action. 

    

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

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

  

  Business Response

  Date: 08/27/2025

  CPS is assigning a case manager to speak with the customer and resolve the matter. 

• Initial Complaint

  Date:07/25/2025

  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.

  I purchased a ********* coffee maker online but didn't receive it for a couple days. As soon as I got it delivered, I filled out the necessary online information concerning the warranty (2 years). These instructions were inside the packaging and I wouldn't have been privy to them sooner than the items delivery date. At exactly (2) years, the machine started malfunctioning and I called in to file a claim, at which time the agent told me that I was 'just in time' because the warranty was set to expire in a few days. However, then I got an email stating that the claim was denied because the warranty date had passed. I contacted this company MULTIPLE times and was ignored until FINALLY about (5) weeks later I spoke with someone who told me that they changed my warranty dates to the date of the online sale which conveniently (for them) put me just over the (2) years. HOW WAS I EXPECTED TO FILL THIS OUT ANY DIFFERENTLY? I DIDN'T EVEN HAVE THE WARRANTY INFO UNTIL IT WAS DELIVERED. This is the second machine that I have had issues with this company and I think they are just using bad business practices to protect their own interests. How can they just arbitrarily chose a date when I didn't even HAVE the machine yet? Originally I just wanted it repaired but now I'd like a replacement or a refund so I can purchase from a more reputable company.

  

  Business Response

  Date: 08/08/2025

  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 the claim was filed once the warranty was already expired.  CPS determines the contract effective dates once the proof or purchase is uploaded.  Please mark this inquiry as answered

  Customer Answer

  Date: 08/11/2025

  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 THEY CHANGED THE DATE ON MY SUBMISSION. As I stated, I immediately registered the machine AS SOON AS I GOT IT. THen when I called in with a complaint, the girl said "oh, you're so lucky...you only had a few days left". But when they realized that there was an issue, they back-dated my registration. THIS IS THE SECOND TIME THIS HAS HAPPENED WITH THIS COMPANY. 

   

   

   

   

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

  
  Sincerely,
  
  **** (*****) ********
  
  
  
  
   
  

  

  Business Response

  Date: 08/27/2025

  As mentioned in our prior response, CPS determines coverage dates based on the proof of purchase.  Attached is the proof of purchase and again, a claim was filed outside of the coverage date.

  We apologize for any inconvenience but the policy is expired. 

  

  Business Response

  Date: 09/22/2025

  CPS is attaching the invoice from ****** which shows the date of purchase of the product.  

  Customer Answer

  Date: 09/23/2025

  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 have never disputed the date of purchase I have disputed the fact that I did not have the unit and when I finally got it that was when I was able to utilize the warranty form submission. You cant possibly expect that it is OK to withhold coverage by Back dating my original submission form. You realize how sleazy that is right? I called in immediately when the machine started acting up and the lady told me that my warranty would expire in a couple of days so it was good that I called. But then, in order to get out of it you guys use whatever loophole you can. Very unprofessional and not very customer friendly. Zero satisfaction so far 

   

   

   

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

  
  Sincerely,
  
  **** (*****) ********
  
  
  
  
   
  

  

  Business Response

  Date: 10/09/2025

  CPS can only verify the date of purchase based on the original receipt, which was only submitted to us at the time of claim.  CPS has no intentions of denying claims that are still under our coverage period.  

  As a courtesy, CPS will be emailing you a credit due to the confusion.  

  Customer Answer

  Date: 10/15/2025

  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:07/21/2025

  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 writing to express my deep frustration and growing outrage regarding a warranty claim I filed over two months agoon May 13, 2025for a complete failure of my Pride REVO 2.0 mobility scooter. The scooter has been completely non-functional since that date, and despite purchasing in-home service coverage, I was immediately informed that no service technician is available in my area. This effectively rendered the very coverage I paid for entirely useless from the outset.I was then instructed to seek third-party servicing and submit for reimbursement, which I did in good faith. This process resulted in an additional $300 out-of-pocket expense for diagnostic workagain, incurred solely due to your company's failure to uphold the terms of the warranty I purchased.On May 20, 2025, I submitted the required documentation and repair approval request. Since then, despite over 25 attempts via phone and email to follow up, I have received no response, no action, and no resolution. Meanwhile, my scooter remains inoperable. I am effectively stranded, non-mobile, and abandoned by the very service that was intended to support individuals with mobility needs.The total lack of communication, follow-through, and accountability is absolutely unacceptable. It is disgraceful that a warranty provider would leave a customerparticularly one relying on assistive mobility equipmentwithout support for over two months while continuing to ignore all attempts to seek resolution.I demand that my scooter be either fully repaired or replaced immediately. If this issue is not resolved within the next 5 business days, I will be forced to escalate this matter through legal action, public consumer complaints, and formal grievance filings with applicable regulatory bodies.This situation has gone beyond mere inconvenienceit is a serious violation of warranty obligations and a failure in service that directly impacts my quality of life. I expect immediate corrective action.

  

  Business Response

  Date: 08/04/2025

  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 the claim and is working with the manufacturer on a solution for the customer.  ******************** will monitor the claim until the repair is completed. 

  Customer Answer

  Date: 08/15/2025

  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:

  Nothing has been done with this claim. I noticed the business said they are working on it, but again. NO COMMUNICATION OR FOLLOW UP. So it is not resolved and only continues.

   

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

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

  

  Business Response

  Date: 08/25/2025

  CPS has reached out to the customer and confirmed that the issue has been resolved and any open claim satisfied. 

• Initial Complaint

  Date:07/21/2025

  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.

  Refrigerator warranty insured up to 3000 dollars repair or replacement and the claim was filed correctly yet they are not honoring the warranty agreement.

  

  Business Response

  Date: 08/01/2025

  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 accepted the claim and assigned the repair to D3S Repair Service to provide an expert diagnostic and estimate of repair.  CPS will monitor the claim until completion. 

• Initial Complaint

  Date:07/18/2025

  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 husband and I purchased a new dishwasher in January 2021 from ************************************* in *******, ** and at the time, ********** had a partnership with Consumer Priority Service to provide extended warranties. We purchased a 5-year warranty for $501-$1500 extended repair service. Our dishwasher stopped working on 3/12/25 and we called to file a claim with Consumer Priority Service. The dishwasher was covered under the warranty we purchased. We were told we had to upload an invoice to their website which we did. We then received an email telling us that we had to upload videos of the dishwasher with the serial number and what was wrong the dishwasher, which we did. We reset it, cleaned the filter, looked for debris and asked for someone to come and repair it. The repair company that CPS selected showed up for the first time on 3/29/25. It took four trips to our house and 3 replaced parts later and the dishwasher is STILL not fixed. We have been without a dishwasher in a house that runs the dishwasher once, if not twice, a day for over 4 months. My latest email to CPS inquired about a different repair company. They responded with a "settlement" offer for a low-ball amount given the $1200 we paid for the appliance and adequate depreciation. I countered to their offer with a thorough explanation of how I got to that amount and didn't get a reply until a week later stating "Your claim is presently under review by a claims manager with regard to the declined settlement. Thank you for your patience and understanding as we work towards resolving this matter in a fair and timely manner." I never received another email after that. I attempted to call today and stayed on hold. After 22 minutes on hold, I was forced to leave my number for a call back. They called back 30+ minutes later and when I picked up, they hung up on me. Had they used a reputable repair company to start with, this could have been fixed months ago. We are asking for $650 settlement.

  

  Business Response

  Date: 07/30/2025

  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. 

  Customer Answer

  Date: 07/30/2025

  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.  However, it should be noted that I was the one that reached out to the business multiple times to seek resolve in this matter even after filing the complaint with the BBB.  I called the customer ********************** supervisor at the direct line I was given on a Friday and didn't receive a response until the following Friday.  Even that response was an email and it was a settlement offer that I asked for in the BBB complaint. Nobody ever made an attempt to call me and discuss even though they had my number and multiple days to reach out to me.  Super disappointed in the customer **********************.  I am still waiting for the settlement check.  We will have to see how long that takes.  
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:07/18/2025

  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.

  Date of the transaction CLAIM SUBMITTED: 6/18/2025 2:58:40 PM ESTIMATE SUBMITTED: 7/1/2025 11:05:30 AM What the business committed to provide you Standard Coverage: If your device cannot be repaired, CPS will either replace the item or send you a check for the current market value of a replacement.What the nature of the dispute is I'm disputing the CPS (insurance company for my 65" ***** repair) for not processing my claim. I submitted the claim on 6/18. They have someone from service center picked up my TV on 6/23. The service center submitted the estimate to CPS on 1/7. I haven't heard any update from CPS since. I have been reaching out to them for the update. Promising me to reach back out to me with updates in 1-2 business days. But they never updated me with the new step. It has been taking over 2 weeks to review the Estimate. The entire process has been taking a month now.Whether or not the business has tried to resolve the problem No, it has been 2 weeks for 1-2 days work that they promised me. So I've been endlessly waiting. Everytime I reached out, I was told that I will be reached out with the update in 1-2 days and I have been told the same for 3-4 times over 2 weeks time.

  

  Business Response

  Date: 08/01/2025

  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 offered replacement value of the product less any tax and shipping.  Please accept the settlement and a check will be sent to the customer. 

• Initial Complaint

  Date:07/17/2025

  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.

  I purchased a 3 year extended warranty on 1/10/2024 for the ** washer and dryer I purchased from The Appliance Outlet. I registered the appliances with **. I was not informed that the extended warranty was through CPS. The washer now needs repair and I did not receive the information from the store or CPS to register the appliances. I have been trying to get the warranty information to register and file a claim. I have made multiple inquiries in person, by phone, and text with both the store and CPS. I provided CPS with proof of purchase as the requested with no resolution. I paid for the warranty at the time of purchase but due to not being provided with the information needed to register the appliances I am unable to use the warranty to repair the washer. I want my warranty honored or the cost of the washer and warranty to take my business elsewhere.

  

  Business Response

  Date: 07/30/2025

  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 and confirmed that the issue has been resolved and any open claim satisfied. 

  Customer Answer

  Date: 07/30/2025

  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:07/17/2025

  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.

  CPS is offering me less than half the replacement cost under its extended warranty. First, *** unilaterally canceled my warranty because the seller, Appliances Connection, went bankrupt. CPS then reinstated the warranty, only to breach it. I filed a claim with CPS on 6/23 for a ********* window AC, Model #********** which stopped cooling. (See uploaded warranty screenshot reflecting $0 deductible.) Still, CPS demanded a $149 deductible. (See uploaded email.) I responded to the email but heard nothing. When I called, CPS said it would generously waive the deductible. Next, *** emailed that its team was contacting the manufacturer to locate its recommended repair center to diagnose my claim, promising to keep me informed. (See uploaded email.) Yet, before the day ended, CPS emailed me to deny in-home service, let alone diagnosis or repair. Instead, it offered me $255. I immediately rejected the offer and again uploaded the receipt, reflecting the $499 purchase cost plus CT tax. 10 days later, I got the same settlement offer, despite repeated efforts by email, website, and phone to get my claims liaison to respond. Again I called CPS, which advised to decline the offer and to state that the unit cost $499, not $299. CPS promised it would then send an offer reflecting the $499 cost. Around a week later (3 days ago), I called CPS. CPS said a manager rejected the receipt. I asked to speak to him but was told he would call me back. CPS breached its listed benefits (see uploaded CPS:Extended Warranty Plans), burning much time. It promised: Product Replacement Plan. Any product that plugs in or takes a battery qualifies for this program. If your product fails to operate properly under the terms of its written warranty, we will replace it, No Questions Asked! My unit cost $530.69 ($499 + tax), the replacement cost CPS must pay me.

  

  Business Response

  Date: 07/30/2025

  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 the invoice price paid for their product.  Per their invoice, attached the customer paid $299.99 and the settlement offered was for $299.99.  Please accept the settlement via our portal and a check will be mailed to you.

  Please **** this inquiry as resolved. 

  Customer Answer

  Date: 07/31/2025

  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:

  For the umpteenth time, the warrantied window AC in question cost $499.  Not $299, as CPS continues to claim using a receipt for a different AC.
  
  Im relieved that CPS is finally willing to pay me the cost of the unit.  Now they need to acknowledge the correct amount.
  
  Please see the last document I uploaded.  Its a screenshot of the CPS Dashboard for this warranty (see ***********************).  You will note that the warranty is for a Friedrich ****** CCV08A10A.  The receipt for which is the first document I uploaded (see A*************************************).
  
  I also uploaded a picture of the warrantied unit taken today.  Please note the serial and model numbers.

   

   

   

   

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

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

  

  Business Response

  Date: 08/19/2025

  As mentioned in prior responses, CPS is going based off of the invoices provided from the beginning which show the warranty was purchased.  Once an invoice is uploaded, it cannot be reversed.