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:11/22/2023

  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.

  this is a dispute over the 30 day failure of a repair of a dishwasher that wasn't fixed the first time. The same issue occured again within 30 days of original problem and was not fixed .first premier wants me to pay for a second service call . service call is ***** per visit. first service call i generated was 10-17-2023, and the follow up call was generated 11-15-2023. both of these calls were for the exact same problem. Their document backs my claim up. pls help thanks

  Business Response

  Date: 12/22/2023

  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.

  In reviewing your account please contact our claims department so they can resubmit your claim for you.

   

   

  Sincerely,

  FPHW

  Customer Answer

  Date: 01/01/2024

  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]As of today i have not heard back from Premier warranty . i know they talked to the service technician December 28,2023.

   

   

   

   

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

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

  Customer Answer

  Date: 04/18/2024

  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 am rejecting the cancelation request. First premier warranty has a stop and decist order to do business in ********. i find the amount money that they calculated they want to refund me is inadequate.

   

   

   

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

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

  Business Response

  Date: 06/11/2024

  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.

  Sincerely,

  FPHW

• Initial Complaint

  Date:11/22/2023

  Type:Sales and Advertising 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 contacted First Premier Home warranty for service on my home this morning. However even when answering their phone call and saying hello at least 4 times they simply kept talking over me in pretense that they couldnt hear me although I know whoever was on the other end heard me answer. They also didnt bother to contact me at the number I requested they contact me nor my email address. Theyve been playing phone tag instead and I cant reach them. Im not sure why they need me to call them instead to play phone tag but it is a waste of time. I did explain what had occurred to their website response team/service and requested they email me instead since I noticed the cat and mouse game-like pattern occurring. This is usually what every home warranty does with me when I request any service for my home. Play phone tag and delay the service as needed. Its wierd and it seems discriminatory.

  Business Response

  Date: 12/22/2023

  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.

   

  In response to your complaint we don't have this issue with any of our customers. Please call our toll free number ************ and one of our claims representatives will be able to assist you.

   

   

  Sincerely,

  ****

  Customer Answer

  Date: 12/26/2023

  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:11/21/2023

  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.

  My clock panel went out on my fridgedare oven. Making my oven unusable. Premiere would not cover it. They breached my contract. I want the 60 I paid for diagnosis the problem back. I want out of my contract waiving any disconnect fees

  Business Response

  Date: 12/22/2023

  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.

   

  In reviewing your account this has been approved for a cash in lieu per the guidelines of the policy. We have received your sign form and will be processed for reimbursement.

   

  Sincerely,

  ****

• Initial Complaint

  Date:11/15/2023

  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.

  We signed on with First Premier Home Warranty in April of 2023. Our dishwasher went out in late September of 2023 so i called and filed a claim on October 6th 2023. I received a claim number (655) and I received the name of our service provider they have in our area. I called to schedule an appointment with **** of All Trades, LLC. ***************** said he would send me the link to make my deductible payment and he would come look at my dishwasher. I paid the fee and waited for him to come that afternoon. Once 6pm came he told me he was on his way but wouldnt be there until 8pm. i waited until 8pm and he still was not there i asked where he was and he was still supposedly an hour away but i have to get up at 330am for work and could not wait for him any longer and canceled that night with him. He again scheduled 3 more appoints with me and never showed. I told him to just refund my money and i will figure out something else. He then told me to take a picture of my dishwasher and the labels and he would just turn it in for replacement for me and i told him no i was not paying him so i could do his job for him. He finally refunded my money and called the warranty company to cancel my policy because they could not provide a professional to repair my equipment. They told me i have to pay them 75$ to cancel my policy when they are the negligent ones. They said if i didnt pay it they would put a lien against my home. All i want them to do is cancel my policy due to them not being able to fulfill their end and i dont feel i should have to pay for that when it is their fault.

  Customer Answer

  Date: 12/10/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by First Premier Home Warranty regarding complaint ID ********.
  I did receive an automated text that they still tried to pull my payment for the month of November and it did not go thru. Otherwise I have not heard from the company at all. 

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

  
  

  Business Response

  Date: 12/11/2023

  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.

   

  In reviewing your account we have cancelled your account per your request as a one time courtesy the cancellation fee has been waived.

   

  Confirmation *******

  Sincerely,

  ****

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home warranty plan, #*****, on 3/22/2022 that expires on 3/22/2028 for $2,123.18. We are now moving into an apartment just a year and a half into it and I no longer need the plan. I want to cancel the plan and receive a correctly prorated refund. I have called to cancel ***************). They answer, put me on hold and never return. I tried all the phone menu options with the same result. I just stay on hold until I get disconnected. Help to cancel my warranty #*****.

  Business Response

  Date: 12/17/2023

  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.

   

  In reviewing your account we have emailed you a cancellation form to the email on file, Please sign and return back at your earliest convenience.

   

  Sincerely,

  ****

• Initial Complaint

  Date:11/15/2023

  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.

  Have a 6years service contract ask for service 1st time for washer and dryer they sent some one and washer needed a new motor and dryer new heating elements they offer $175. To close case I denied that since that never heard from them again they don't answer my phone calls or email even for the roof was $6,000 they say to high I fixed the problem with $600.00 and other things they don't want to talk need your help for Refund of my expenses and the money of the contract total of $3200.00

  Business Response

  Date: 01/05/2024

  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.

   

  Please call our cancellation department to request cancellation.

   

  Sincerely,

  ****

  Customer Answer

  Date: 01/18/2024

  Regarding the response of the First Premier Home Warranty they haven't contacted me yet what is my next step because the only thing I want is a refund.

  Business Response

  Date: 02/18/2024

  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.
  
  Please call our cancellation department to request cancellation.
  
  Sincerely,
  ****

  Customer Answer

  Date: 02/23/2024

  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 haven't heard from them at all I even call and no respond from their part what is the next step

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:11/15/2023

  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.

  In July, 2023, First Premier Home Warrantee convinced me to buy its home warrantee product with the promise of if an appliance cannot be repaired, it will be replaced. In October, my washing machine is broken. I filed the claim on October 18, 2023. One week later, a repair company showed up and checked the washing machine. A week later, the repair company said it cannot repair it. Instead of replacing the appliance, First Premier Home Warrantee sent me an email of Cash in Lieu of Repair, a $197. Ask me to sign it. It broke the promise to replace the broken appliance. I called the company numerous times but it won't resolve it.

  Customer Answer

  Date: 12/14/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by First Premier Home Warranty regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

  Business Response

  Date: 12/15/2023

  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

   

  In reviewing your account we see you have been APPROVED for a cash in lieu of repair per the guidelines of the service agreement. We have received the form back and are in the process of crediting you for the Approved claim.

   

  Let us know if you need assistance with anything else.

   

  Sincerely,

  ****

• Initial Complaint

  Date:11/14/2023

  Type:Product 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 9/21/2023 I purchased a home warranty policy. Due to the savings, I bought a 6-year policy.After doing more research, on 9/22/2023, I sent an email to my agent, *********************, requesting the policy be cancelled.Approximately a month later, after not receiving a refund from the company, I filed a dispute with my bank.Citibank immediately reversed the charge pending investigation. Today I found the credit was reversed because the dispute was settled in favor of the company.Per the company's response, I had not requested to cancel in writing (I wrote the email, I did not request to cancel via a phone call).Today I called the company and was told they would call me about my request to cancel. Because I had filed a dispute, the agent on the phone could not help me, but assured me that someone from corporate would contact me in the next 48 hours.

  Customer Answer

  Date: 12/09/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by First Premier Home Warranty regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

  Business Response

  Date: 12/10/2023

  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.

  In reviewing your account a chargeback has been placed with your issuing bank, please contact them directly to find any updates regarding this dispute.

   

   

  Sincerely,

  ****

  Customer Answer

  Date: 04/17/2024

  ID #******** - yes, I did receive a refund, and I do consider this case closed.

• Initial Complaint

  Date:11/14/2023

  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.

  This is regarding First Premier Home Warranty. Purchased 5 year (6th yr free) on 8/14/23 for $2556.00. After the waiting period, I filed a claim on 10/5 for my refrigerator. I spent hours on phone. Was told it be 48 hours for contact information. I did not receive that email so I called them back. Received email of contact person and called the contractor. Talked to the contact person. She had no idea who First Premier was and stated that they did not do work for them. I called **** back, I think at this time I was offered money to take care of the problem myself. I declined and told him this is not what I signed up for. I was sent another contact name. I called this contractor and explained my problem. He said he new what it was and said he would contact **** to get approval and said he would like to make repairs this coming weekend. I called **** to find out about approval. I believe I was told that they did not see anything in the system for this contractor. I believe I was told they would resolve the issue. By this time I had enough and wanted to cancel my policy for a refund. I called their 24/7-800 number on 10/13 and got an answering service. I told the I want to cancel my policy. I tried different extensions and got the same. Was told that I would receive a call back within 24 hours. I did not, so I called that following Monday (10/16). Was then told that it was approved and they have been in contact with the contractor. This is the first I herd of this. Later in the week the contractor contacted me and I told him it was too late and I was cancelling my policy. On 10/19/23 we wrote a letter in writing as per required and sent I to ****. To this date we have not had a response. To keep this short, I was called back the following week by customer service manager. Tried talking me into making repairs and offered me money. We argued and told him I wanted a written cancelation policy. He promised the following week. Was on hold today for 38 min call dropped

  Customer Answer

  Date: 12/10/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by First Premier Home Warranty regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

  Business Response

  Date: 12/11/2023

  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.

   

  In reviewing your complaint we see that you are in contact with a cancellation supervisor currently. Please let us know if you need any further asistance.

   

  Sincerely,

  ****

  Business Response

  Date: 01/26/2024

  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.
  
  In reviewing your complaint we see that you are in contact with a cancellation supervisor Frank currently. He has sent you the terms and cancellation form, once that is signed and returned we can close your account.

  
  Sincerely,
  FPHW

  Customer Answer

  Date: 02/07/2024

   I am not satisfied with the amount of money FPHW is offering.  I have called them and emailed them.  In the six months i have been dealing with them I have yet to be called back or responses to my emails.

• Initial Complaint

  Date:11/13/2023

  Type:Product 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 signed a cash in lieu form on 8/8 for my washer claim that was initiated in June. After many calls and being told different stories, I finally received the check on 11/12 in the mail, however the signed form was for $133.19 and the check was $73.19. I called the company and she explained to me that I had to attach confirmation that I paid my deductible, or they deduct that amount from the cash in lieu. I reviewed the form I signed, and the wording can easily confuse someone. But regardless, I never received a confirmation or a receipt from the contractor who looked at my washer, so I wouldnt even be able to attach one. This company should have receipts of deductibles paid on all their clients. After the struggle I went through to even get the check and now this loophole, it truly feels like this company will do anything they can to scheme people out of their money. I want the $60 back that I already paid as the deductible, in which the deducted from the amount I was supposed to be paid for my washer. They can contact their contractor for proof that I paid the deductible at the time of service.

  Customer Answer

  Date: 12/10/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by First Premier Home Warranty regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

  Business Response

  Date: 12/11/2023

  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.

   

  In reviewing your account your cash in lieu check has been mailed to the address on file Check Number ****. You should have received it by now, if not please contact our billing department so we can check if the payment has been cashed or not.

   

  Sincerely,

  ****

  
  

  Customer Answer

  Date: 12/11/2023

  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,
  
  *****************************