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:07/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They calling me everyday and more than once. I told them on numerous times that I'm not interested in doing business with them

  Business Response

  Date: 07/15/2025

  We apologize for any dissatisfaction you have experienced. We take the utmost are 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:06/28/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I still haven't received my reimbursement and it has been 2 months. The agents always transfer you around or just hang up on you. I have called 48 times the past 2 months, and always excuses. You claimed you sent the check out 3 times, but it never arrives. Not to mention your website hosts false advertisements saying you are the #1 rated by multiple sources, but I looked it up and that is a lie. 1 example being investopedia. Also 1 agent said my deductible was $75, which is another lie, cause when I signed my contract clearly says $45. Horrible service, agents that hang up on you, false advertisements, lies, and overall a company that is not held accountable, I will be bringing this to court soon.

  Business Response

  Date: 07/11/2025

  We apologize for any dissatisfaction you have experienced. We take the utmost are 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:06/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  06/20/2025 No money has been charged, however they expect a $75.00 deductible at service.They have billed me and I have paid $48.00 for two months.

  Business Response

  Date: 07/10/2025

  Please contact our billing department at ***************************, for a comprehensive breakdown of the cancellation process.
  
  

• Initial Complaint

  Date:06/26/2025

  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.

  This company has terrible people working there. I had to call three times as they were all very rude and hung up on me. They wouldn't let me talk to the manager and my claim was just ignored. I had to call a repairman on my own as they did not contact me. I wanted information and they couldn't be bothered to answer my questions. I may just have to dispute the charge of $2100. dollars that I just paid 6 weeks ago. I would advise people to look elsewhere for a warranty. These people are really terrible. I want the repairman that I called to be paid and reimbursed to me.

  Business Response

  Date: 07/09/2025

  Please contact our billing department at ***************************, for a comprehensive breakdown of the cancellation process.
  
  

• Initial Complaint

  Date:06/25/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this policy back in August 2024 when I purchased the home , I have been getting the run around since. My stove was in need of ***air and I paid the $75. The company decides they did not want to pay for the ***airs, I was advised that I will get a check in leiu in the amount of $124 for the ***airs that was back in March and I filled out the form that was emailed to me and I send the form back. I have been getting the run around every since. I was advised that the payment will take 30 days, Well thirty days rolled around and than I was advised that it will take another 14 days. I have been hung up on numerous of times and today I was advised that me claim was closed and that a payment was not send out. I asked to speak with an supervisor and a *** name **** **** up the phone on me. I called and **** got back on the phone and advised that I need to call back to because no one is going to speak to me about a claim that they did not handle correctly. THIS COMPANY IS A SCAM and JUST TAKE PEOPLE MONEY. I PAID $550 just to get scammed. They take no accountability and just give their customers the run around, They had no intentions on paying this claim. They just want the policy to run out so that can be their excuse for not following through to pay out claims

  Business Response

  Date: 07/08/2025

  Please contact our billing department at ***************************, for a comprehensive breakdown of the cancellation process.
  
  

• Initial Complaint

  Date:06/25/2025

  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 took out this policy 2 years ago at $42/month 2 weeks ago I called to file a claim(clm #******* to have my AC looked at. They just keep giving me a phone # for a tech*************) to call to set up a time. No one ever calls me back. **************** just keeps hanging up on me when I try to deal with them. They are extremely unprofessional sounding. Doesn't even sound like a business. They don't even answer their phones as a business normally does. I'm extremely upset I've paid this money for 2 years and now can't get service.

  Business Response

  Date: 07/08/2025

  Please contact our billing department at ***************************, for a comprehensive breakdown of the cancellation process.
  
  

• Initial Complaint

  Date:06/24/2025

  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.

  I started noticing First Premier Home Warranty double charging my credit card since 12/2024 and through 3/2025. I have tried multiple times to get this resolved directly through them by calling several times to speak to someone to reverse the double charges. Meanwhile, my supposed contract was up at the end of April 2025 and wanted to cancel but actually got a hold of a representative to wait until 3 days before the contract date ended. I followed up as they suggested to find that I was suppose to email the cancellations to a certain email address. I have emailed to cancel this monthly service 3 different times and was met with, asking me to pay $75.00 to end the contract. So I asked to speak to someone and have not received a call back. Meanwhile, I have contacted my credit card company and they have tried to reach them and discovered the same thing, No communication and no supporting documentation from them to dispute the case. The case ended up being in my favor and the credit card company credited my account on several occasions to make sure that the charges do not come through. Meanwhile, there is nobody that will contact me and have not received any billing statements or past due amounts in the mail or email every time I have blocked the charges. I am stuck in a constant loop with this company and I feel that their business practices are highly sketchy and will not provide any further payment to them in the fear of that this may be a scam of a company. I would like them to quit attempting to charge my credit card each month and would like them to have no further contact with me.

  Business Response

  Date: 07/07/2025

  We apologize for any dissatisfaction you have experienced. We take the utmost are 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:06/18/2025

  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 Premiere Home Warranty $30/month since March 2025 for a plumbing plan. I submitted a claim for a leaky laundry room pipe. After weeks, they finally sent a plumber out, for which I had to pay $100. After weeks again, I had to reach out about the repair. They said they weren't going to pay for the repair, but could offer me $100 cash in lieu of the repair and this was the only option I would get. They said it could take up to 2 weeks to get my money. It has been 32 days. No one answers the phone. I want to cancel the plan, but want my money first. All they have done for me is take my money!

  Business Response

  Date: 07/01/2025

  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:05/31/2025

  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 my home warranty last summer, and I tried to file a claim earlier this month for a broken washing machine. I had to search through my emails to find any record of which company I went with, I only have an email from the salesman that sold me the policy, I called the number on that email. The company never sent me the actual contract. When I contacted the company to file my claim for the washing machine on May 10, 2025, I found out that First Premier had the wrong email for me somehow, even though their salesman had the correct one. I requested that they correct my email in their system on that first phone call, and in every one of the 15 subsequent phone calls Ive placed to them. I finally got the washer repaired at which point I was informed on the phone, that the company had elected to pay me the prorated cost of the washer in lieu of repair. I was not made aware of this before I paid out of pocket to have the washer fixed. Apparently its in my contract that *** never been sent that they can do that. I was emailed a form (to the correct email address) to agree to their payment of $147.19. The repairs cost me $492.02 out of pocket. Now Im trying to get my AC fixed. The first AC contractor I was told to contact will no longer work with First Premier due to nonpayment of invoices. The second contractor they sent me to doesnt cover my area. I was next told to find my own AC contractor and have them contact First Premier when they get to my home. I still dont have a copy of my contract, and I still have only received two emails to the correct email address, one with the claim number for my washer claim, and one with the form for me to sign so they can send me a check for a fraction of the cost of my washer repair. I have slim hope that they will actually send me a check for any amount.

  Business Response

  Date: 06/12/2025

  Please contact our billing department at ***************************, for a comprehensive breakdown of the cancellation process.
  
  

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 07/01/2024 I paid for 3 years upfront for a home warranty plan. Policy **********. Total paid for 3-year service was $1459.53. To date I have not received any service that was 'covered'. On or around 08/06/2024 I submitted a claim for a water spigot to be repaired. I paid the technician the $45 fee as required per the agreement. The technician was told the repair would be covered so he did the service repair and left. Several days later he contacted me to tell me that now First Premier was denying the claim and therefore he would not get paid for the service he had done based on the conversation he had previously with the understanding it was covered and that he would get paid from the warranty company. This made me feel terrible so I called and asked why they would have told the technician it was a covered service and then turn around and deny the claim after the work was completed. I told them my contract was with them and not the technician but now they had put me in the middle by not paying. They agreed to send me a check for $250 which was a third of the what the technician charged but said that was all they would pay, and they would not send it to the technician but would only send it to me leaving responsible for the difference. That was my experience with 1st claim. ON 02/12/2025 I submitted a second claim on my refrigerator; the ice maker was over freezing and keeping the ice from making. They assigned 5 different technicians, none of which were aware of the assignment when I called them to set up an appointment. I had asked for a refund from the company due to me having to do all the leg work in calling and telling them what was going on and then being told each time either they did not service my area or that they did not work for First Premier. They told me they would assign to a different technician. Finally, a technician did talk to me about the job and sent in the diagnosis only to be told it was not a covered service. I want my money returned.

  Business Response

  Date: 06/10/2025

  Please contact our billing department at ***************************, for a comprehensive breakdown of the cancellation process.
  
  

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I did call the company to ask for a refund. I paid as was previously stated, 3 years in advance. I am still in the first year of that 3 year contract. The company offered me three hundred and some odd dollars as a refund.

  That is not acceptable as I paid up front in good faith to a company who has not provided any services other than those previously mentioned. I should be entitled to the 2 years paid in advance in full plus any prorated amount for the first year minus the $250 that was sent to me as was previously mentioned.

  A cancellation fee of any amount was not communicated to me in any way by the salesman nor was it in any paperwork that I received.

  First Premier did not hold up their end of the contract and now refuses to give me 2 years of my money back basically due to a hefty cancellation fee as per what I was told on the phone.

  I feel that I was deceived, and  no services have been provided as per my previous communication. 

   

   

   

   

   

   

   

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

  
  Sincerely,
  
  *** ******
  
  
  
  
   
  

  Business Response

  Date: 07/10/2025

  We apologize for any dissatisfaction you have experienced. We take the utmost are 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.