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:01/17/2025

  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.

  I claimed for my plumbing system to First Premier Home Warranty on 11/17/24. Claim# TN-*******. They sent me information for the contractor company and told me to contact that company. After 3 days, a contractor came to my house given an estimate and cost me $60. I sent the estimate to first premier company, on 11/20/24 they sent me a cash in Lieu repair form with the amount of $80 that I have to sign and send it back to them. I signed even the amount wasn't help at all because an estimated amount was $235. I paid out of pocket $60, and first premier only agreed to pay $20. The problem was from the day I sent the cash in **** form back to them until today 1/15/25, if didn't receive any payment. I called them before Xmas, 1 of them said that I will receive my payment on 1/4/25 which was I never received any payment on that day. I called again on 1/5/25, they said that they processing and I might be receiving my payment from ***** business days after they receive my form. Today is 1/15/25, it was over 2 months, but I still didn't receive any claim money and respond from them. I paid $419.16 for the whole year policy but I didn't receive any qualified service from them.

  Business Response

  Date: 01/30/2025

  I want to sincerely apologize for the frustration you've experienced with your recent claim. I completely understand how disappointing it must be to pay for coverage and not receive the service or payment you expected.
  It is clear that there has been a significant delay in processing your claim, and the lack of communication from our side is absolutely unacceptable. We truly value our customers and your feedback, and I regret that weve let you down in this instance.
  Please know that your concerns are being taken seriously, and we will look into the matter to understand where things went wrong.
  Once again, I apologize for the inconvenience youve faced. Should you have any further questions or concerns, please dont hesitate to reach out.

• Initial Complaint

  Date:01/15/2025

  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.

  April 15, 2024 Is when I purchased this plan. The cost was $1799.99 for a 6 year plan ending in 2030.On October 29, 2024, our water heater went out. We called the Plumber who did an examination. They determined that I needed a new water heater. the old water heater was about 12 years old. After, I called the Plumber it dawned on me that I had this coverage, and one rule was I call First Premier prior to calling the Plumber. I accept my mistake, So, I ask them what they would pay. They sent me a form letter (attached) offering $275.00. I signed the letter, and waited several weeks. I ask when can I expect payment. The person on the phone said he did not know, maybe in a month. I am still waiting. Now I have gave notice that I want to terminate my contract. I should be due a refund of $1500.00. I believe this company is either without resources, or refusing to pay what they are required.

  Business Response

  Date: 01/28/2025

  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: 01/29/2025

  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:

  The business response was simply to call, and they would go over the cancellation process.  I called as instructed.  The first person asks me why and made the remark that I could not cancel.   Then another person got on the phone, and said I could not cancel, but finally he said you are cancelled.  I ask about the return of funds, and he said it was cancelled, but no money.  This is outrageous as they need pro-rate my account.  

   Plan:  6 Year Platinum Plan

  Term:  4/15/2024 - 4/15/2030

  Plan Price:  1799.99

  Pro-rated:  1800.00/72 (12x6) = ***** per month

  Months Used 4/15/2024 - 2/15/2025 = 10 month of usage 

  ***** x 10 = ******

  1800.00 - ****** = 1550.00 

  1550.00 - ***** (cancellation Fee) = 14***** This is the amount that should be refunded to me immediately.

  *** ********

   

   

   

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

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

  Business Response

  Date: 02/06/2025

  Hello, there might have been a misunderstanding with the cancellation. If you would like a full breakdown by a manager who can handle this, please call our manager department at **********************. We do not wish to see you leave but please call us so we may see how we can resolve this complaint. 

  Customer Answer

  Date: 02/10/2025

  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:

  While the business was supposed tell me the procedure of canceling my policy.  All I got was people trying to talk me into not canceling.  One unidentified man said I would only get around $400.00 back because of all the fees, restriction and cancellation charges.  But, one would think that First Premier would have provided such information to clients at the beginning.  I have heard that a $75.00 cancellation fee is the industrial standard.  Here is how I see this policy being pro-rated:

  Plan:  6 Year Platinum Plan or 72 months       Cost: $1799.99   Cost per month:  $25.00

  Term:  4/15/2024 - 4/15/2030

  Cancel Policy:  2/15/2025   

  A total of 10 months of the policy was used.  That leaves 62 months left on the policy.   The amount pro-rated should be $1550.00!!   This company was suppose to email a break down on how they pro-rated.  I have got nothing.  

   

  *** ********

   

   

   

   

   

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

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

• Initial Complaint

  Date:01/15/2025

  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.

  I bought a 3 yr home warranty I was told they would replace anything that went wrong they don't they offered me 200 bucks for an oven that's over 500 now but was over a grand they are so slow to do anything it's been weeks since they said theybwould only pay 200 for my oven that's out and they haven't done anything I paid a lot of money for false promises.

  Business Response

  Date: 01/27/2025

  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:01/14/2025

  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 Transaction was back in December 2024.We switched to their insurance company and a few weeks later my dish washer started breaking down and not heating anymore. I contacted First Premier home warranty and initially they were very responsive and got a technician down but that tech did nothing said something was broken then clicked a few cables and said it was fixed and left. since then when we try to call to say it's still broken they hang up on us or leave us on hold and then hang up on us. it's been horrible I see how many bad reviews there are so I tried to cancel my insurance with them on call they then tell me there is no way to cancel for a year no fee no nothing just I cant leave. I will not be trapped I don't care if I have to pay a fee I just don't want to be in this scam company anymore.

  Business Response

  Date: 01/27/2025

  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:01/14/2025

  Type:Billing 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.

  The transaction between myself and First Premier Warranty was done on 7/15/24. The total amount paid for a 6-year coverage was $2,351.81 with the understanding that there would be an additional $60.00 per Service call fee. During the discussion, I was reminded on several occasions that if for any reason I was not satisfied with the service I was under any obligation to keep the service for the entire. On about the 10th of December, I submitted a request for an electrical issue in my kitchen after several calls and about two weeks later I received a call from an *********** stating he needed to stop by to evaluate the claim I had submitted to First Premier. After not hearing back from the First Premier or the *********** for about a week I made a call, to the First Premier concerning the findings I was told they would send another *********** because they had not heard from the first *********** which turned out to be a lie they just didn't want to honor his quote. How do I know I called him and he mentioned he was waiting for the first premier to give the go-ahead. I received a call from a 2nd *********** who said I was out of his area of service. So I contacted First Premier again and was told I would be hearing from a 3rd *********** that person said they don't take First Premier warranty. After several calls asking to speak to a supervisor, I was connected to *** **** *. Apsolutly a waste of time and energy. I was asked to find an *********** who would give me a quote but I SHOULD NOT mention the fact that I have home warranty insurance. So I called ****** and Sons who came out the very next day and gave a quote I submitted the quote which diagnosed the problem as an overloaded electrical line and stated that the line needed to be replaced because the circuit had been overloaded. The same diagnosis of the 1st ***********s. The first Premier response is They don't cover that service After all that running around and over a month I am told is not covered.

  Business Response

  Date: 01/27/2025

  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: 02/05/2025

  I still would like BBB to acknowledge my original complaint, because my issue was not resolved by first premier home warranty. But my bank took charge to reverse  my payment due to a breach of contract on the part of the first premier warranty *** so this issue can be closed however the complaint should be published so that other consumers don't fall into the same injustice, Thank you BBB for your assistance in this matter

• Initial Complaint

  Date:01/14/2025

  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.

  First premier home warranty refused to fix my heating system left me in the cold for over three days telling me heat isnt needed in AZ like it is in ** where I was calling the guy who checked my heater that they sent out told me they wont fix my heater even though it covered in my agreement I had to hire another company to fix so I paid out of pocket

  Business Response

  Date: 01/24/2025

  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:01/14/2025

  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.

  On 12/26/2025 I contacted them about my heating unit no working, they sent out a tech from Quality heating and cooling, the tech stated that the unit needed to be ***laced, they submitted the info to first premier and they denied the claim stating that i was negligent and they were not going to pay, when I called to speak with a supervisor to review the info they informed me that no supervisor was available to assist and told me to call back which I did, I also asked for a written copy of the denial by email or mail again they said they don.t send out written denials,I called in on 12/28/24 and spoke with ******, said someone would call back and on 12/31/24 and the *** hung up on me so I called back spoke with **** she said a supervisor would call back, no callback, spoke with ******* advised me to send an email in which i did. As of today I had not heard or received any information from this company ,I think thsi company is a scam and needs to be looked into for fradulent practices.They took my money and have not provided what they *********** heating system just stopped working due to no fault on my part and I would like for them to stand by what they promised when I signed up for a full year of service and this was the first time I ever tried to use my benefits.

  Business Response

  Date: 01/24/2025

  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:01/13/2025

  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.

  FIRST PREMIER HOME WARRANTY ISSUE -CONTRACT #*****, CLAIM #********** During the holidays my touch pad on my oven went out, I waited until last week and Submitted a claim. The service company reacted quickly which was encouraging,When he got here, he did not speak much English and had only been in the *** For a couple months from *******. We had to use ****** Translate on our phones To communicate. He told me I needed a new sensor board, he would order one Through First Premiers process and then come out and install it.I had not heard back as of this week so I called in to check out where we were in the Process. I was told on the phone that the part was not available and I would be getting And email that same day advising me of their decision to replace the ******* my surprise I later that day did receive an email with a form attached "Cash In Lieu Of Repair Form" with an amount of $75.00. That is a JOKE. I called in and spoke to A supervisor named ******. He told me that First Premier said it is "scrap" and only Worth $75.00 so it would not be fixed and not be replaced. This is First Premiers Final decision.I have my contract and no where on it does it say anything about your option to Scrap my appliances. Again, I have been dealing with other companies for over 10 years and never come up against something like ******* where in my contract does it state they can do this, it says repair or replace.I want it repaired or replaced. The 2 prior times I tried to use their service it was equally as bad.

  Business Response

  Date: 01/24/2025

  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:01/13/2025

  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 been paying this company $47.00 a month for 6 months and tried to get my furnace fixed when it got down to a -15 degree wind chill outside. I was told by the contractor that came out that this company never approves repairs and he thought the company was scamming people. I tried to call them about it several times and they refused to talk to me and hung up on me several times. They say they never got an email from the contractor when I know he turned it in twice. I am refusing to pay them anymore and they are saying that I have a contract which I was never told. I thought it was month to month. I am getting a new card so they cannot take payment and I have told them it will be a cold day before I pay them another dime. My kids bought the $500 part for my furnace and I installed it. We now have heat but we had to purchase electric heaters that cost us about $175 to keep ourselves a little bit warm and not have our pipes freeze as we were just in a blizzard. I just want to file a complaint for anyone else considering this bogus company that my contractor says he thinks they work in a basement somewhere!

  Business Response

  Date: 01/24/2025

  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:01/08/2025

  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.

  Over the past year and a half, I have filed two or three claims with ****. In each instance, a technician was assigned, but they consistently failed to follow through. Despite my attempts to contact these technicians via phone and email, I received no response.For my most recent claim, FPHW assigned a technician *************) who initially contacted me on November 11, 2024. During that conversation, the technician assured me they would follow up later in the week to schedule service. However, I never heard back. Weeks later, I contacted **** to inform them of the unresolved claim. While **** attempted to contact the technician, they were also unable to reach them and offered to send an email. Again, no follow-up or resolution was provided.When I expressed my dissatisfaction with the lack of service and requested to file a formal complaint, the representative I spoke with was unhelpful and had limited English proficiency. Despite my repeated requests to speak with a supervisor (two or three times), I was denied access to one. Instead, I was redirected to submit a claim online or via email, neither of which addressed my concerns.Due to this ongoing pattern of unresponsiveness and lack of service, I wish to cancel my policy immediately and request a full refund. I have paid for a service that has repeatedly failed to deliver on its promises.Additionally, in April or May of 2024, I attempted to file another claim, which also went unresolved. When I sought to cancel my policy at that time, **** informed me I would only receive $380.00 as a refund, citing an exorbitant administrative fee of $1,743.00. This fee is unreasonable, particularly given the companys failure to provide adequate service throughout the term of my policy.******* ******

  Business Response

  Date: 01/24/2025

  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: 01/27/2025

  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 am rejecting their response and writing to formally request a full refund. The company informed me that I would only be refunded approximately $300, which I find unacceptable. Despite multiple attempts to utilize the services promised, every claim I submitted was either not followed through or left unresolved.

  Whenever I contacted the company to address these issues or speak with a supervisor, I was redirected to the claim submission process or informed that this was the only available course of action. Additionally, the responses I received appeared to be automated, and I was not given the opportunity to communicate with a live representative to resolve my concerns.
  I believe I am entitled to a full refund given the lack of service provided. I kindly request that this matter be resolved promptly without the need for further unnecessary steps or delays, especially since we are not able to communicate with a manager/supervisor to make a sound decision.

  
  Thank you for your attention to this matter. I look forward to your timely response.

   

   

   

   

   

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

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

  Customer Answer

  Date: 02/07/2025

  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 believe the response provided by the company is an automated and generic reply that does not address my concerns. The only resolution they have offered is a partial refund of approximately $300, which is unacceptable. I am requesting a full refund, as the company has never provided any services or made any genuine effort to resolve the issues I have encountered.
  Previously, when I attempted to cancel, I was informed that $1,700 of my payment would be retained as an administrative fee, which I find unreasonable and unjustified given the complete lack of service provided. Additionally, every attempt I have made to speak with a supervisor has resulted in being directed back to the claim filing process, with no meaningful assistance or resolution.
  I simply want a full refund so that we can part ways amicably. I urge the company to resolve this matter promptly and fairly.
  Thank you for your time and attention to this issue.

   

   

   

   

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

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

  Business Response

  Date: 02/18/2025

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

   

  Date: 02/12/2025

   

  To whom it may concern,

   

  Regarding the above case number, our team has contacted the customer in regards to their cancellation concerns. Thankfully the customer has stayed as a customer even after the cancellation form has been sent to the customer, the customer has not signed it and has decided to stay.  

   

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

   

  Thank you and Stay Safe,

   

  Claims Department