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:09/15/2023

  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 purchased a home warranty from first premier home warranty on August 7th, 2023 for the buyers of my home as part of the sale of my home. On August 8th I was informed by my real estate attorney for the sale of my home that the policy would not be put into effect until 30 days after purchase, she stated she called first premier home warranty to confirm that I could cancel the policy before finding a new home warranty as we needed it to take effect as of August 10th, 2023. I called on August 8th, 2023 to cancel the policy and was informed that I needed to email ***************************** stating that I wanted to cancel and that they could charge me a cancellation fee of $125 and was informed that I would receive a refund within 14 days, I sent that email on August 8th. I was informed on August 16th that my refund was "in processing". I tried calling again on August 25 and 27 and was not able to speak to anybody. On August 28th I was informed that my refund was still in processing and would be refunded within 30 days. I advised I was originally told 1-2 weeks. I was then told that since my attorney called on August 8th to confirm if I could cancel the policy that they would no longer speak to me. I advised she only represented me in the sale of my home and asked to speak with a manager. I spoke with **** who advised he was a manager who confirmed that it would be 30 days and that I should have my money back by September 7th as my refund was "in processing". He provided his direct number for me to call then if I had not received my money. I called today, September 14th, 37days after asking for my refund, and was informed that I was emailed a form on August 28th that I needed to print, sign and return and THEN they would return my money within 30 days. This was the first I was informed of a form that needed signing and when finding it in my email it was a picture of a form, not a PDF. I am filing this complaint and disputing the charge with my bank.

  Business Response

  Date: 10/16/2023

  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 see that the policy has been cancelled and the refund was credited per your request.

   

  Please reach out to our billing department if you have any further questions.

   

  Sincerely,

  ****

  Customer Answer

  Date: 10/26/2023

  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:09/13/2023

  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 called for service. They issue me a claim and a contact repair person who lived in MD. I called him (*************) and he was busy traveling and said hed call me back. Its been 2 weeks. I keep calling First premier Home warranty and tried to cancel because they are not supplying me with a repair. They sent me a form to sign with the incorrect contract number. I keep calling, texting and they never do anything for me.

  Customer Answer

  Date: 10/08/2023

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

  Business Response

  Date: 10/09/2023

  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.

   

  We have reviewed the account and resent the cancellation form to your email, please sign and send back at your earliest convenience.

   

  Sincerely,

  ****

• Initial Complaint

  Date:09/13/2023

  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 was offered a cash back in lieu of repair for the reference claim #****. After a month worth of frustration and pain staking talking to agents and a disrespectful agent like **** ID#***. listen to the recording.I did not understand why the company will not fix my stove in full per the estimate.The estimate showed clearly that the parts are available to fix the stove but somehow the underwriter "****************************." decided not to honor the estimate.

  Business Response

  Date: 10/13/2023

  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 claim your claim has been approved for a cash in lieu of repair per the guidelines of the service agreement.

  V. We reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which at times may be less than retail, to repair or replace any covered system, component or appliance. In the event a covered system or appliance is deemed irreparable or it is not cost effective to repair, we may replace the system or appliance with a system or appliance of like capacity, the price of which shall not exceed the depreciated value of the system or appliance being replaced. **** is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component, system, or appliance being replaced. In the event you elect to use the cash back funds to repair rather than replace your system or appliance, said system or appliance will no longer be covered by ****. We will not provide any cash settlement until all past due ************* Call Fees and Plan Fees are made current.

   

  Sincerely,

  ****

• Initial Complaint

  Date:09/08/2023

  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.

  Submitted a claim on covered property they denied the claim due to rust and carbon which was never discovered as the tank was never opened and that was not specified on the inspection

  Customer Answer

  Date: 10/03/2023

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

  Business Response

  Date: 10/06/2023

  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 the diagnosis from the technician they discovered rust and corrosion on the tank and unfortunately that is not under the guidelines of the policy.

   

  If you have any further questions, please contact our claims department.

   

  Sincerely,

  ****

  Customer Answer

  Date: 10/10/2023

  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]

   They never opened and looked into the tank. Dont do business with this company I should have been a red flag when they were trying to give me soooo many years of coverage for so little money, they just get your money and deny every claim

   

   

   

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

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

  Business Response

  Date: 11/17/2023

  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 it has been cancelled per your request. 

   

  Sincerely,

  ****

• Initial Complaint

  Date:09/08/2023

  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.

  8/24/23 I contacted First Premier that my claim had not been resolved and I wished to cancel the account. In response to my claim, they provided me with contact information for two contractors, both of them did not respond to the request for repairs. The company has blocked my phone number due to my cancellation and refund request. The only way to contact them is through a phone number or email. They have not responded to email requests.I originally opened this account 7/3/23 and was charged a full years fee of $434.00 (I had agreed to monthly billing). I have requested a refund for the unused portion of the "contract".This company has been very deceitful from the time they received my money. It seems this is a very slick con and I fell for it.

  Customer Answer

  Date: 09/18/2023

  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.
  The business refunded the full amount of annual premium.
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/08/2023

  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.

  Purchased a Premier Platinum Plan 3.5 years Term 7.3.22, exactly 1 week after my home purchase. I have made a total of 2 service calls for my AC. Claim number *****- First Premier dispatched ******** HVAC Services to my home, after taking 2 weeks to deny or rather off me a Cash in Lieu of $300 because the cost of the repair was nearly $900. I had to pay the repair of $900 plus my $45 service fee after being without AC for over 2 weeks. I sent the Cash in Lieu form back same day as received and after over a month, I received a check for $255 not the $300.00 It appears they deducted my Service fee- in which I already paid. So, now that I have basically paid for the entire repair myself, Its only been about 4 weeks and now my AC is making a very loud noise, afraid it might go out again in our triple digit temperatures, I called and put in another claim. They dispatched the same company to come out and they submitted authorization to fix a Fan- that they said was broke. They told me to keep the Air off otherwise it will break down completely. Its been 5 days, so I followed up with ****************- they said they have not received any authorization from First ************************** needed to call them. So I did. They told me they are denying the fix unless I can provide a maintenance record for the last 36 months????? I just moved in 1 year ago & have had only them service the unit on my dime. I have never been so disappointed and if this does not get made right, I will share with as many people that will listen on every platform possible to NOT do business with this company. I just called and want to cancel my service and what ever refund I get put towards another reputable warranty company. If it takes more than 2 weeks to get this resolved- I will start sharing my experience with the real-estate market and every ************ platform possible. This is unacceptable customer service. Take my money & provide ** Services.

  Business Response

  Date: 10/09/2023

  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.

• Initial Complaint

  Date:09/07/2023

  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 took out extra insurance on the home that is supposed to cover like electricity plumbing appliances things of that nature I made payments for 3 months then I needed to use them they connected me with a plumber who never showed up for the appointment when I called them to speak to them about it I was insulted by their staff over the phone being called ignorant I was put on hold several times for long long periods of time where nobody would answer the telephone calls they are refusing to send another technician out because the first one just decided he wasn't going to come and then they're saying that I was mean to the technician when I called him and that he feared for his life so they will not send a technician out to me again and that I am supposed to hire my own plumber and pay them what is the point of having this insurance when they're making up all kinds of excuses not to turn around and honor this contract that I don't think was signed I didn't see this contract and now they're saying that they don't cover the main inside somebody's home but yet they're supposed to cover all the plumbing inside the home so they are not giving me service after paying for 3 months I want the reimbursement of 3 months that I did pay them and I also want the contract broke they are threatening to put a lien on the house if I don't continue to pay them. I just spoke with somebody to ask them for this copy of a contract that I signed and they actually told me that there is no such thing as a contract it's a welcome letter and that nobody signs a contract originally I was told that I had up to 30 days to change my mind and I actually did change my mind and that's when they threatened me in reference to putting a lien on my home if I did not continue to make payments and that they are going to not send people to my house to fix things if it's needed but yeah I'm supposed to still continue to pay them money is what I want it got to have this stupid run I am putting $200 down even though it's probably been less but by the time the next payments due it'll be at $200

  Customer Answer

  Date: 10/02/2023

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

  Business Response

  Date: 10/06/2023

  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.

   

  We see that you spoke with a manager and had the policy cancelled per your request.

   

  Confirmation ******

   

  Sincerely,

  ****

• Initial Complaint

  Date:09/07/2023

  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.

  My email sent on 08/31/2023 sums up the issue as a whole. I was informed that I would be contacted by a senior representative. That has yet to happen. I requested a satisfactory solution within the lines of my agreement, nothing more, nothing less OR a full refund of my premium which I have yet to receive any services from the company regarding. have not received any response by anyone at the company. Re: Policy# ***** I called and sat on hold and I heard three different people pick up the call and forward it to another person. Once I finally was able to speak to someone, he put me on hold twice only to tell me my claim had been denied. 1. The fact that I even had to reach out about a claim that I had already been denied before I was even notified the paperwork had been received LAST WEEK is ridiculous. 2.I was told it was denied because cartridges arent covered. Not only were the cartridges on the estimate but also the replacing of the circulator pumps.Last time I checked, my agreement states, G. Water Heater COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:NOT COVERED: Auxiliary and secondary holding/storage tanks; main, holding or storage tanks; expansion tanks; base pans; drain pans and drain lines; line restrictions; pressure reducing valve; sediment build-up; mineral and/or calcium build-up; rust and corrosion; combustion shutdown; color or purity of water; flues; vent pipes/lines; insulation and insulation blankets; heat recovery units; low boy and/or squat water heaters; solar water heaters including all solar components and parts; any noise without a related mechanical failure; racks; straps; timers; energy management systems. Additionally, nowhere does it mention cartridges are NOT COVERED.This is NOT what I expect from a home warranty company from start to finish. This is my first encounter with having to file a claim and it has been very low bar holding.Refund+call fee

  Customer Answer

  Date: 10/01/2023

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

  Business Response

  Date: 10/06/2023

  
  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 two claims we see that you placed a claim within the 30 day period which is considered a pre-existing issue. Regarding your water heater claim, you requested to use your own technician and the diagnosis came back and doesn't fall under the guidelines of the policy.

   

  Please call into our authorization team as they can review the diagnosis with you.

   

  Sincerely,

  ****

  Customer Answer

  Date: 10/13/2023

  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]

   

  If you wish to solve this is a satisfactory manner, you need to start with telling the truth so that we can deal with the facts only. There are numerous inaccurate statements in your response.
  

  1. My policy was paid for in full 7/6/2023.

  2. My Policy Term began another 30 days after that, which was after the 30 day waiting period. 8/6/2023 - 10/6/2024.

  3. I filed a claim on 8/20/23, 45 days after my premium was paid for in full, and 15 days after my policy term had began. 

  4. The agreement specifically states:

  G. Water Heater
  COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:
  NOT COVERED: Auxiliary and secondary holding/storage tanks; main, holding or storage tanks; expansion tanks; base pans; drain pans and drain lines; line restrictions; pressure reducing valve; sediment build-up; mineral and/or calcium build-up; rust and corrosion; combustion shutdown; color or purity of water; flues; vent pipes/lines; insulation and insulation blankets; heat recovery units; low boy and/or squat water heaters; solar water heaters including all solar components and parts; any noise without a related mechanical failure; racks; straps; timers; energy management systems; commercial grade equipment and units exceeding 75 gallons. We will pay no more than $500 per contract term for access, diagnosis, repair and/or replacement.
  
  Additionally, nowhere does it mention cartridges are NOT COVERED. 

  Just because you decide to say it isnt covered, doesnt make it true. It is in black and white in the agreement.  

   

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

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

  Business Response

  Date: 11/17/2023

  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 two claims we see that you placed a claim within the 30 day period which is considered a pre-existing issue. Regarding your water heater claim, you requested to use your own technician and the diagnosis came back and doesn't fall under the guidelines of the policy.
  
  Please call into our authorization team as they can review the diagnosis with you.
  
  Sincerely,
  ****

• Initial Complaint

  Date:09/06/2023

  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 paid $1,050 for a home warranty and was told by the salesman that my hvac system is "covered completely" & "they respond within 12 hours". My first claim with them was for my AC. It took 4 days for them to send ************* more than 2 weeks later they JUST NOW told me they are denying the claim. This will cost me $1,600 to fix a problem they SAID they would cover when they sold me the warranty. This company is a SCAM and I want a 100% refund from them.

  Customer Answer

  Date: 10/02/2023

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

  Business Response

  Date: 10/06/2023

  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 claim we see you submitted the claim on 8/20 and the tech was in your home 8/21 which is in line with the guidelines of the policy, Unfortunately the claim was denied for leak coils which is not under the guidelines of the policy.

  Air Conditioning

  NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to locked and/or open windings, line restrictions, filter driers; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment

  Please reach our claims department for any assistance.

   

  Sincerely,

  ****

  Customer Answer

  Date: 10/06/2023

  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:

  None of these exceptions to what is covered was told to me when I bought the warranty  Also they repeatedly said they respond within 24 to 48 hours and it took them days/weeks to even respond with their bogus denial ************ is deceptive and lies when selling their warranty products 

   

   

   

   

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

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

• Initial Complaint

  Date:09/05/2023

  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.

  I obtain a home warranty with First Premier Home Warranty at first, I gave them my credit card information to start the warranty and later change to my checking account and ask them to remove my credit card information off my file which they didn't. I didn't realize the company was taking double payments, one from my checking account and the other from my credit card. When I found out I call the company and have them to remove my credit card off my account again for the second time. But because I always keep my card lock, they were not able to get most of the payment which work out ok and we are able to straight out the money payment issue. Again, in May 2023 the company took double payments after we went over the whole credit card and checking account issue, now here it is **** and I am getting double payment still being taking out. I call the company and tell them about the issue the customer service told not to worry I would not be charge for the month of ****. Now it is **** I was charged for **** payment. I reach out to the company again and they told me to email them proof that I was charge twice for the month of May which I did more than several times no response to my email. I had to reach out to my bank to put in a dispute to get my money back. Second my dish washer broke reach out to the company for a repair person they gave me a number the repair person never came to my home; I call them they told if I get my own repair person, I can get back up to ****** this has been going on from ****. I hired the repair person submitted the invoice no check being calling the company no response. This company is just full of it no one should buy they warranty. It's just lies after lies. I cancel my service and they still went in my account I took my money I had to cancel my credit card because apparently, they never took my credit card off my account. I am not sure how this company is still in business they need to shut down. They are ripping people off and getting away with it.

  Business Response

  Date: 10/06/2023

  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 that you requested your monthly premiums to be switched to *** and that automatically disables credit card payments. If the *** payment doesn't go through our system automatically charges the second form of payment which is the credit card, There were no duplicate payments taken.

   

  We see that you have requested to cancel your account which has been closed per your request.

   

  Sincerely,

  ****