Complaints

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:01/30/2025

  Type:Order 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.

  01/25 I filed to get my heat element fixed They waited almost a month to decline my order I paid the $75,00 for the contractor to ******** they declined my order, also did not pay the contractor they sent, They said because my heat is on the wall they will not pay for it. I cancel and they charge me for canceling also.They have not been helpful at all, so sorry but a lot of money for me to get nothing done. Thank You

  Business Response

  Date: 02/11/2025

  We apologize for any dissatisfaction you have experienced. We take the utmost care to ensure that every interaction with our customers meets their expectations. Your complaint is being taken with extreme seriousness. We are in the process of conducting an internal investigation to determine if there were any missteps. It is of paramount importance to us that we ensure the highest levels of customer service. Should you have not received that level of service, we will work with you to resolve this matter amicably. A Senior Director has been assigned to this case. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint.
  
  

  Customer Answer

  Date: 02/12/2025

  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:

  [Your Answer Here]

   The contractor has not got paid.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question ********* do I answer them?

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

  Business Response

  Date: 02/21/2025

  Hello, 

  After a thorough review of the customer's account we have seen that our records show that our claims representatives have assisted the customer in understanding why we were unable to go forward with the claim. Unfortunately the customer's policy does not cover what is needed, however we are here to assist the customer if they need to submit another claim for new issue in the home.

  Customer Answer

  Date: 03/04/2025

  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]

   I was told that the insurance policy covered furnaces.  I have a heat pump, and it cost me $650.00 to have it repaired.  The ***************** said that because the Heat Pump was mounted on the wall that it wasn't covered.  What kind of heater isn't mounted on a wall?  I feel that I was lied to by the sales department when I purchased the policy.

   

   

   

   

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

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

  Business Response

  Date: 03/20/2025

  ***** ***** ******* **** ********
  
  *
  
  ***** ****** ******** ****** 
  
  *
  
  *** ********* *** ********    ******* ********
  
  *
  
  ***** **********

   

  To whom it may concern,

   

  Regarding the above case number, we have seen that our representatives have helped the customer take in a A/C System claim on January 4, 2025. We have received the diagnosis for the customers water heater system claim and unfortunately it has been denied due to wall mounted units not being something we cover which is under the guidelines on the policy. The Policy states systems built into walls which is under the Air Conditioner System, not covered section. This was explained to the customer by a Claims Rep.

   

  If the customer has any additional questions,our toll-free number is **************.

   

  If you have any further questions, please do not hesitate to contact us directly at ********************************************************************************************************** as well.

   

  Thank you and Stay Safe,

   

  Claims Department

   

   

   

  Customer Answer

  Date: 03/26/2025

  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:

  I have read all the information that was sent to me. I still think my claim should have been paid. They said they covered the furnace, and the heat pump is my heat. . They gave me a claim number, sent a repairman out, and I paid him. , two weeks later they said the claim was denied. Why did I have to pay his charges? They send him out. and , they would not pay him...There is something very wrong here..I  hope you can help me settle this. I thank You for any help.
  

  
  

   

   

   

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

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

• Initial Complaint

  Date:01/30/2025

  Type:Customer Service 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 bought the warranty plan with The total is $2,041.40. I paid in full for the plan term :Term: 1/23/2023 - 1/23/2029 Premier Platinum Plan Single Family 5 YEAR Plan + 1 Free Year.A couple months ago, I filed a claim for damaged electrical panels. The company denied the claim.This month, 12/2024, I have contacted the company to cancel the policy to get the refund to pay for my electrical ********** takes a while to get in touch with the company representative to proceed the cancellation. But the agent said there is no refund for my policy, That is not correct. I have asked for the break down of the charges which results in no refund. However, There is no response.I am writing to ask for the refund. Thanks

  Business Response

  Date: 02/11/2025

  Following our review of the customers account, we have advised the customer to contact our billing department at ***************************, for a comprehensive breakdown of the cancellation process.
  
  

  Customer Answer

  Date: 02/12/2025

  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:

  Per business response, I have called the phone number provided. I have waited for a while and have been transferred couple of times. I have asked for the explanation of all the breakdowns of the charges for cancellation in 12/2024. However, the customer service agent did not disclose it. I would like to business to email me the details of charges. I would need the formal reply by email not by phone. And I would request the check of the refund of the 5 years of payments (2023 - 2029) which I paid upfront in 2023. 

  Thank you and Best Regards, 

   

   

   

   

   

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

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

  Customer Answer

  Date: 06/11/2025

  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:

  [Your Answer Here]

   The business refused to provide the charges in writing. It is right to charge the customer without providing the document. Thanks 

   

   

   

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

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

  Business Response

  Date: 06/24/2025

  ***** ***** ******* **** ********
  
  *
  
  ***** ****** ******** ****** 
  
     
  
  *** ********* *** ********             ***** ******
  
  *
  
  ***** **********

   

  To whom it may concern,

   

  Regarding the above case number, we have seen that our representatives have explained the breakdown to the customer. It is important to note that the pro rated breakdown is based on the policy that the cardholder has purchased. We have assisted the customer in proceeding with the cancellation and are currently waiting for them to complete the form that has been sent to them to terminate the account and receive the prorated refund. We are more than willing to assist the customer with any question or concern, and if they should need to speak with a manager; they are welcome to do so by calling our toll free line ************. 

   

  If you have any further questions, please do not hesitate to contact us directly at ********************************************************************************************************** as well.

   

  Thank you and Stay Safe,

   

  Claims Department

   

   

   

• Initial Complaint

  Date:01/30/2025

  Type:Order 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 bought a 6 year plan from this company that was to include all my home appliances, HVAC, hot tub, all electronics, plumbing. roof, shed, and basement. The first time I needed to submit a claim my washer and dishwasher were both acting up simultaneously. I contacted the agency first to be told that I was a joke for thinking I was owed the services promised to me during my initial call. Then I received contact info for contractors in my area. Once i attempted to contact repairmen, I was given info that was 100% bunk and had to find my own repair company. They came to assess my equipment and found both to require replacement. This company promised me REPLACEMENT of appliances listed as covered. My first claim they are trying to send me $198 for a new clothes washer. Where in the entire US am I to find a washing machine for that amount. When I asked to speak to a supervisor the associate taking claim calls tells me he is the highest it goes which is a total lie. I need help. They will not provide me with the recording of the sales call which i requested many weeks ago. They are 100% A Scam. People need to know.

  Business Response

  Date: 02/11/2025

  Were truly sorry to hear about your frustrations, and we want to assure you that we are not a scam. We are committed to delivering the service and support promised, and we take situations like this seriously.
  We understand that your experience has been disappointing, and we sincerely apologize for the miscommunication and any inconvenience you've faced with your claims. To clarify, our company does provide the coverage as agreed for appliances, HVAC, plumbing, and more, but each claim is subject to specific terms and conditions, which can sometimes result in discrepancies or misunderstandings.
  Wed like to address your concerns directly. Please give us a call at ************ so we can look into this matter and provide the resolution you deserve. Our team is here to assist you and ensure that your issue is resolved in a fair and timely manner.
  Again, we apologize for any confusion or frustration. We want to make this right for you, and we are happy to work with you to resolve your claim.

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  November 10th 2024 I had initiated a claim for my duplex, my tenant's apartment, for a heating issue. I was given a contractor whom I contacted and was told they no longer worked with Premier for repairs. So I contacted them back and told them about this situation and they referred me to another contractor accounting over from us. I tried to contact by phone but after a couple of days received no response. I also contacted by email on November 14th and received no response. On November 15th my tenant advised me he had contacted a heating repair service and they were coming out that day. Initially when I made the call about the first contractor not working on the case, they had offered if I wanted to choose my own service provider or have them give me another which I had chosen for them to assign another. On November 15th I did call and advise them about the second contractor not contacting me and that a contractor was coming out that day to assess our heater and I wanted to use the option of my own contractor and they agreed. After the contractor had assessed the heater the call came to $113.83 which was paid by cash. I immediately took a picture of the invoice and forwarded it on to premiere. I heard nothing back from premier until after the part came in and had been installed on December 5th 2024. I paid $256.56 by check that day and immediately took a picture and forwarded it on. I received an email on December 13th to sign a form reimbursing me $211.26 less $45 deductible. I contacted them to find out how they come to that number but no one would answer the question or forward me to a supervisor to answer. On December 17th after several attempts to get an answer I signed the form and forwarded it back to them. I was advised it would be ***** days before I saw my reimbursement. I advised them I was in dire straits because of this and needed the reimbursement ASAP. It is now 30 business days after and no reimbursement. I have more details but I'm out of room.

  Business Response

  Date: 02/13/2025

  The cash in lieu of repair or replacement has a standard wait time of ***** business days, however you may contact our claims department at ************, for an update on when the reimbursement will be issued.

  Customer Answer

  Date: 02/13/2025

  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 have contacted them on several occasions and have just been told on the last phone conversation with the accounts **** that it was a problem with the carrier and I didn't accept that since it could have been put on my debit card or regular first class mail. That person grumbled something and hung up on me.  It has now been over 40 business days. 

  I sent a detailed email to the person who sold it to me.  You are now in breach of our contract.  I also believe that you will no longer give me the service I have signed up for after this very unsatisfying service and my growing anger and distrust of your service as I fully believe there is a probable notation on my account of a " trouble maker".  I advised my salesman that I would (and have) collected the invoices from the company that performed my services over the last 2 years to verify how much your company paid them for my service.  I spent $3750 for my contract which covered 6 years and subtracted the amount paid to them ($446.54), added my cash in lieu amount of $211 and the overdraft fees I feel strongly you should reimburse me for of $96 for a refund total of $3610.00. 

  I do not feel confident that I will receive satisfactory service from this point forward and strongly believe you have been in breach of contract, my request is valid.

  I have been satisfied until this transaction and feel completely disgusted that something as simple as this would end up so ugly and make me feel like I should be able to **** it up.  However, my finances are something you have no idea about and the fact I pleaded with you to send as soon as possible on several occasions after telling you of my financial issues should have maybe been a clue.  

  Please send my refund for this contract in the amount of $3610.00 within the next week and we can end this business relationship and you will not hear from me again.

  Thank you.

   

   

   

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

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

  Business Response

  Date: 07/24/2025

  Following our review of the customer’s account, we have advised the customer to contact our billing department at **************, extension *, for a comprehensive breakdown of the cancellation process.
  
  

  Customer Answer

  Date: 07/30/2025

  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:

  As usual, a stock answer, no attempt at a resolution from their end.  If they were reasonable, they would have reached out to resolve.  

  As I said I already jumped through all your hoops and you have resolved nothing and haven't even tried because you are a dishonest company.  I will soon file suit to accomplish what you should have done from the start, refund my last 3 years and my 45 you shorted me on the last claim as well as legal fees and emotional distress over this whole ordeal.  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:01/28/2025

  Type:Product 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.

  First Premier Home Warranty company has been pulling unauthorized insurance premiums from my account for3 months and is now unresponsive to my demands for them to refund them. This is an accumulation of months of communication with them BEFORE my policy was set to renew and even after all of my attempts to PREVENT another issue with them, it has still come to this. Before my policy was set to expire, I reached out by phone and email to confirmthe process forcancellation. I followed through and an agent confirmed IN WRITING my policy was set to terminate at the end of term. I have no trust in their business practices due to past issues with them, so I contacted them A SECOND TIME before expiration to confirm the termination in August and that NO MORE premiums would withdraw. Again, they confirmed the cancellation was in theirsystem and I had no reason to ******** a recent audit of my accounts last week, I noticed they have STILL been withdrawing premiums for 4 months! I contacted them about this twice by email, to demand they fix an error that shouldn't have ever happened and they are non-responsive.I send a message via the website, no reply. They have stolen premiums from a customer and no reply!I am requesting them refund my premiums in a timely manner b/c my past experience with them, I have to BEG for money THEY owed me and it took far too long and hours of time and effort to get money owed from them. I need help making this company respond and do honest business with me, as I have with them. Also, they will likely deduct another unauthorized premium in December, so we also need to account for that if it ********** far, here's what they have deducted, unauthorized:- Sept 27 $45 - Oct 28 $45 - Nov 27 $45 - Dec 27 $45 Another will likely be pulled out in January and I should NOT have to pay $33 at my bank to STOP PAYMENT on these UNAUTHORIZED withdrawals. I am now owed $180 by this company.

  Business Response

  Date: 02/10/2025

  We apologize for any dissatisfaction you have experienced. We take the utmost care to ensure that every interaction with our customers meets their expectations. Your complaint is being taken with extreme seriousness. We are in the process of conducting an internal investigation to determine if there were any missteps. It is of paramount importance to us that we ensure the highest levels of customer service. Should you have not received that level of service, we will work with you to resolve this matter amicably. A Senior Director has been assigned to this case. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint.
  
  

• Initial Complaint

  Date:01/28/2025

  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.

  The week of January 6, 2025 I was shopping Home Warranty companies, as my current one would expire in February. I spoke to a sales person at First Premier Home Warranty. He explained the policy as I am allowed $15,000 year go spend any way I needed it on repairs of certain appliances and systems. I specifically asked about hot water heaters, if permits and code upgrades and equipment were included. He said of course, the $15,000 would cover all. Then I asked about refrigerant in my a/c. He said again the $15,000 can be used ..... I asked to see this in writing, but was told that only when the first payment was made, I would receive policy via email and I did. I trusted what he said was true. Well, on Jan 22, first payment made and policy received. Reading it I discovered they had a $500 cap on hot water heaters and only covered $10/pound for refrigerant for ac. !!! Red flag!!! I immediately requested cancellation, as this was fraudulently sold to me! They are fighting me for a $75 cancellation fee, which they said was in policy. How was I to know, since I did'nt get the policy prior to signing up, even though I asked for it! I just want my money returned. This company has deceptive practices.

  Business Response

  Date: 02/10/2025

  We apologize for any dissatisfaction you have experienced. We take the utmost care to ensure that every interaction with our customers meets their expectations. Your complaint is being taken with extreme seriousness. We are in the process of conducting an internal investigation to determine if there were any missteps. It is of paramount importance to us that we ensure the highest levels of customer service. Should you have not received that level of service, we will work with you to resolve this matter amicably. A Senior Director has been assigned to this case. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint.
  
  

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 

  When I receive notification of actual cancellation and refund if money, it will be satisfied 
  
  Sincerely,
  
  ***** *************
  
  
  
   
  

  
  

• Initial Complaint

  Date:01/28/2025

  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.

  Purchased home warranty From them in around February of 2024. Starting contacting them the in November 2024 regarding Refrigerator over heating and fan not shutting off. I explained what was going on and motor running all the time. They contacted a tech from out of state to repair fridge, tech called me and I explained what was going on. He said it was not fixable without even looking or servicing it. Then I get a invoice for a service for *****. from him.This man never came from out of state to look and assess problem. Keep sending me invoices to pay, I contacted First Premier Warranty since Nov. 2024 and nothing done as of yet. My policy States if can not be repaired will be replaced with new unit. Now as of Jan, 25 , 2025 I received email for a $50. dollar compensation to close claim. I would really like repaired or replaced as policy state. Or refund on policy not honored that we paid in good faith for.

  Business Response

  Date: 02/10/2025

  We apologize for any dissatisfaction you have experienced. We take the utmost care to ensure that every interaction with our customers meets their expectations. Your complaint is being taken with extreme seriousness. We are in the process of conducting an internal investigation to determine if there were any missteps. It is of paramount importance to us that we ensure the highest levels of customer service. Should you have not received that level of service, we will work with you to resolve this matter amicably. A Senior Director has been assigned to this case. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint.
  
  

• Initial Complaint

  Date:01/28/2025

  Type:Order 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 signed up for a home warranty on Jan.8 2025. The contract was set up for a withdraw on a monthly basis. The withdraw was for ***** a month. After looking over the contract I decided it wasn't for me. I contacted First Premier and the woman I talked with told me there would be a ****** cancelation fee and I would not get my first payment back. Today I emailed them and they responded saying it would be a ***** service fee to cancel and I would not get my first month's payment back. I told them I would be willing to pay them ***** since they owe me *****. They want the ***** with no refund of my payment. It states in their contract that within the first 30 days I could cancel for a full refund. That is stated in the contract in section XII paragraph B.Section B states "You may cancel this Agreement within the first (30) days of the order date for a full refund of the paid contract fees, less any service costs incurred by us" I think that pretty much explains it in black and white.

  Business Response

  Date: 02/10/2025

  Following our review of the customers account, we have advised the customer to contact our billing department at ***************************, for a comprehensive breakdown of the cancellation process.
  
  

• Initial Complaint

  Date:01/27/2025

  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.

  Before purchasing this home which had a home warranty on their appliances, I called them to explain their service. **** an associate told me I had to pay $60 for the service call and they would pay the remainder of the bill. I had a claim in Oct 2024 for an oven repair and they would email someones name and phone to fix it. Called service and they said they could not do it because they did not have a service contract with them So then 1 week larer, they gave me a ************************* Called him and he told me he didnt even work on ovens. So I called 1St Premier again and asked for a repair service and they told me to get somebody myself. I informed him I didnt know anyone and said it would be faster if I got one myself. So 2 wks later after researching , I found someone who came to repair. I paid the bill with the service chge included and sent bill to their ofc. They told me I had paid the repair service too much and they werent going to pay. Two wks later I received a cash in lieu form for $119.99 for the $491.66 bill I had paid. I complained but they said I either accept it or dont get paid at all. Thats not what they told me originally. Two weeks later, they reminded me to sign the *** form if I wanted to get paid at all. So I did and finally on Jan14.2025 I received a check for $59.99. I called them right away and questioned the payment. They said they took out the $60.00 service fee. I told them I had already paid all of that. They said they didnt receive it, but I told them I had sent it. So she went back to her supervisor and she said they would offer something for free on my next claim. What type of business is this? i said I wanted my money. I have proof on my phone that I emailed the papers requested on Dec 2, 2024, the *** form and the receipt showing I paid in full. Please help me get this resolved as i find this bad business and want the BBB reporting this. It is not acceptable business practices. Sincerely, *. *******

  Business Response

  Date: 02/07/2025

  Thank you for reaching out and providing detailed information about your recent experience with our services. We sincerely apologize for the frustration and confusion this situation has caused. We understand how important it is to receive timely and accurate support, especially when it comes to home repairs.
  To help resolve this matter promptly, we recommend contacting our customer service team directly at ************. Our representatives will be able to review your claim and ensure that all aspects, including the service fee and reimbursement issues, are properly addressed.
  Alternatively, you can visit our online portal for the latest updates on your claim and to submit any additional documentation that may be required. We take these matters seriously and will work diligently to ensure a resolution that meets your expectations.
  Once again, we apologize for the inconvenience this has caused, and we appreciate your patience as we work through this issue. If you need further assistance or have any questions, please dont hesitate to reach out.

• Initial Complaint

  Date:01/24/2025

  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.

  2 weeks ago I ***orted my water heater is leaking from the water fittings and the company gave me 3 different names of ***airmen. The first two refused to work for them, and the last one came out, his work order said the water heater was not heating the water. He took pictures of the leaking fittings and wrote them about the leak.I called yesterday and the company *** said they denied the claim because they didn't cover the tank leaking I told her the tank was not leaking but it was a fitting. I talked to the ***airman and he said he sent pictures and wrote them that the fittings were leaking and could not be ***laced. He said he would call them and I gave them his number. When I called today the *** said they didn't call him and the only way was to file another complaint. My water heater has been leaking for two weeks. I just filed a complaint against them above a month ago and the bbb closed the complaint. I would appreciate your help with this crooked company. I asked them to ***lace the water heater, I have already paid my share sixty dollars and the ***airman sent them pictures and explained the leak to them. Why should I have to file another claim This is a sorry company and should not be let to get away with doing customers like this. I would appreciate your help. Thank you for your help.

  Business Response

  Date: 02/07/2025

  Thank you for reaching out and providing detailed information regarding the issue with your water heater. I apologize for the frustration this situation has caused, and I understand how inconvenient this must be for you.
  To expedite the resolution of this matter, I recommend that you contact our customer service team directly at ************. They will be able to assist you in addressing the claim and ensuring the situation is handled appropriately.
  We take these concerns seriously, and I sincerely hope this will bring a prompt resolution. Please feel free to reach out if you need further assistance, and thank you for your patience as we work to resolve the issue.

  Customer Answer

  Date: 02/14/2025

  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 company's answer was, it is the tank and not the fittings, they said it is  all one .I told them their tech didn't agree and said it was covered . This is the worst company anyone can deal with. They should be put out of business.The last case their answer was the same I paid ****** and they approved ***** and I still haven't received a check as of today. Again thanks for your help 

   

   

   

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

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

  Business Response

  Date: 03/14/2025

  We apologize, but after reviewing your account we have not seen you have been approved for a cash back reimbursement you have mentioned. Could you please refer to us what you were referring to? Additionally, we have assisted the customer in understanding why we were not able to go forward with their claim. 

  Customer Answer

  Date: 03/15/2025

  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:

  [Your Answer Here]

   IT SHOWS HOW THEY LIE, THE  CASH OWED TO ME WAS FROM WHEN I HAD TO FIND SOMEONE TO FIX MY OVEN BECAUSE NO ONE WOULD WORK FOR THEM. I PAID ****** AND SENT THEM THE RECEIPT AND THEY WOULD ONLY PAY ***** BUT THEY HAVE NOT PAID YET. THEY ARE THE WORST COMPANY I'VE EVER DEALT WITH. THIS IS A SECOND WARRANTY AT ANOTHER  HOME I OWN. THE BBB HAD TO HELP SETTLE THIS.   CROOKS, LIARS AND NO ONE WANTS TO WORK FOR THEM. THEY SENT A AC REPAIRMAN TO REPAIR THE WATER HEATER. I WOULD NEVER USE OR REFER THEM TO MY WORST ENEMY.  THANKS BBB . They are minus 0 out of 5 star company. 

   

   

   

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

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