Wrong Parts, Wrong Address, No Repair
I want to be fair in this review, because I’ve had successful repairs with CPS/CYA in the past. Years ago, my first warranty claim involved the Keurig system in my GE Profile refrigerator door spewing coffee everywhere, and that repair was handled correctly. Later, I had a separate issue with a fan jammed up with ice. The technician initially couldn’t replicate the sound and the claim was closed, so I had to record the noise to prove there was actually something wrong. Because the claim had been closed, I ended up paying the deductible twice for the same problem—first $195, then $95 after the deductible was lowered. Once I provided the video, that repair was ultimately completed. Based on those experiences, I trusted this warranty company. Unfortunately, my current warranty claim has been ongoing since April and has turned into a complete fiasco. This time, the ice maker failed, and the repair has dragged on for months due to a backordered part and repeated delays. When the part finally arrived, it turned out to be the wrong part entirely. The technician then told me there was nothing wrong with the refrigerator door they intended to replace, and that the real issue was with circuit boards — boards he never ordered. A technician was dispatched to install parts that were not even available. To make matters worse, CPS/CYA sent that technician to an address on the other side of the country — an address in Maryland that I lived at 22 years ago. I moved out of that rental in 2004. I never provided that address, never confirmed it, and I’ve had successful service calls at my current home in Colorado since then. Yet they somehow pulled a decades‑old, out‑of‑state address and dispatched the tech there. Because of this mistake, the wrong part was ordered, the repair was marked “completed,” and my claim was closed even though nothing was actually repaired. During this process, I received one email saying “Congratulations, your refrigerator has been repaired,” when it absolutely had not been. I emailed customer service to express my dissatisfaction with how my claim was being handled, and I never received a response. And the giant box containing the wrong refrigerator door — the part they mistakenly ordered — has been sitting on my porch for three weeks. When I asked CPS/CYA how to get it picked up, they told me to call dispatch. Dispatch told me it was the technician’s responsibility. The technician told me it was dispatch’s responsibility. No one will take ownership of removing this enormous box from my property. After months of waiting, unanswered emails, incorrect service addresses (including one on the opposite side of the country), contradictory messages, wrong parts, circular blame between dispatch and the technician, a giant box left on my porch, and a closed claim with no repair, I cannot recommend this appliance warranty company. My earlier experiences were good, but this ongoing April ice maker repair has been a complete failure. Customers deserve accurate records, correct service addresses, honest communication, and a functional claims process — not this.