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:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Renewed home warranty with no claims. Then cloths washer broke. Tech came out at cost of $60. And told us parts not available, he would have to call First premier. After 2weeks they emailed and said parts not available and they would do a buy out for $100. I called 8 times to let them know this was not acceptable. No answer. I was able to leave a message once, but no call back. Per the contract I emailed them that I wanted arbitration and they had 20 days to respond. No communication from them. Now weeks later, per there contract, I wrote them to cancel the policy and receive a refund. No response.

  Business Response

  Date: 06/10/2025

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

  Customer Answer

  Date: 06/18/2025

  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:

  It is still open. They required the request in writing. I should hear something in a week.
   

   

   

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

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

  Business Response

  Date: 07/04/2025

  We have received the signed cancellation form from the account holder. We are currently working on sending their reimbursement to them as soon as possible.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WHEN BEING CONTACTED BY FIRST PREMIER HOME WARR, I WAS ADVISED OF EVERYTHING THAT WAS COVERED, SPOKE TO THE SALES MAN AND I WENT INTO DETAIL OF WHAT EXACTLY WAS COVERED AND THE DEDUCTIBLE WOULD BE, AFTER MAKING MY FIRST CLAIM I WAS ADVISED AFTER 3 WEEKS THAT THE **** COIL WAS NOT COVERED, THEN WAS ASKED FOR INFORMATION ON AC SERIVCES, AFTER PROVIDING, I WAS UNABLE TO GET A HOLD OF ANYONE, AS IF THEY HAD MY NUMBER ON FILE TO NO ANSWER, I MAY HAVE CONTACTED THEM OVER 15O TIMES IN MONTHS TO TRY TO ACTUALLY GET AHOLD OF ANYONE. AFTER FINALLY GIVING UP, THEY STATED THAT THEY WOULD ONLY PAY FOR THE ***** AND SEND ME AN EMAIL WITH A LOW REIMBURSEMENT OF $50 WHEN IT WAS SUPPOSED TO BE $ 140 AFTER SPEAKING TO A SUPERVISOR. NEVER SENT THE NEW REIMBURSMENT, AND WAS KEPT WAITING FOR ANOTHER MONTH, KEPT PUSHING BACK OVER AND OVER, SAYING TO WAIT, AFTER A FEW MONTH, I WAS TOLD NO ONE HAS RECORD OF THE $140!! STILL DEALING WITH THAT, THEY ALSO DO NOT ALLOW FOR MULITPULE CLAIMS AT ONE TIME, SO KEEPING YOU FROM FINISHING ONE CLAIM FOR 5 MONTHS, CREATES A NEW PROBLEM, I HAD MY GARAGE OPENER ASSY, MALF. CONTACTED THEM AND SAID WHAT IS EXACTLY COVERED SO I DONT GO THROUGH THIS ALL OVER AGAIN, AND AFTER SENDING OUT ANOTHER TECH, AND PAYING ANOTHER DEDUCTABLE, I WAS TOLD THEY CLAIM WAS APPROVED BUT THEY WOULD NOT BE FIXING THE OPENER, BUT WILL REIMBURSE ME A PRORATED AMOUNT, WOULDNT TELL ME THE AMOUNT AND NEVER SENT ME THE INFORMATION. SO THAT IS TWO CLAIMS THAT I HAD TO PAY OUT OF POCKET, PLUS THE **** PLAN, PLUS 2 DEDUCTABILES, PLUS THE REPAIRS FOR MY AC AND GARAGE DOOR. FORCING ME TO PAY PEOPLE TO COME OUT JUST FOR THEM TO DECLINE WORK THAT IS STATED UNDER THE CONTRACT. 3500 FOR THE *** 500 FOR THE PLAN 150 FOR THE DEDUCTABLES, 500 FOR THE GARAGE OPENER!! THEY REFUSE TO PAY, ASSIST, OR GIVE INFORMATION. IF YOU TRY TO CANCLE THEY WILL GIVE YOU A PRORATED AMOUNT MINUS FEWS, YOULL GET $20 BACK!! ESP AFTER WAITING MONTHS AND GETTING PUSHED BACK. CAUSING THE PRORATE TO DECREASE.

  Business Response

  Date: 06/10/2025

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

• Initial Complaint

  Date:05/26/2025

  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.

  On February 23, 2025, I purchased a home warrany policy from First Premier Home Warranty. The monthly premium charge of $45.00 was paid by credit card. The salesperson agreed to send me a copy of the policy to review. I was told I had 30 days in which to cancel and my initial payment would be refunded. After reading the policy, I discovered that most of what I was told by the salesman was false. I attempted to contact the company within 30 days but was put on hold for over an hour on three separate occasions before the call was dropped. I finally got through (after 30 days) and was told I could cancel my policy only by e-mail. I e-mailed the company on 4.24.25 but the e-mail I was given was incorrect. Once again I was charged another premium on May 23. I contacted the company again and was given a different email address to use. I have not only expended two monthly premium charges for a total of $90, but now face a $75 cancellationi fee. This company is evil. They lie about their product and their procedures. Their website does not give any cancellation instructions. Neither does their policy. It is nearly impossible to talk to anyone by phone, and difficult to believe them if you do.

  Business Response

  Date: 06/09/2025

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

• Initial Complaint

  Date:05/23/2025

  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 a home warranty paid for by the seller of my new home with First Premier Home Warranty. 1. They assigned a **** ******* with ************ on May 18, 2025 who did not have the proper tools to repair it. And he contacted First Premier. **** and I did a 3-way call with the First Premier , who hung up on us mid conversation. He told me he tried 9 times to communicate with First Premier and sent several emails to them. He said they hung up on him as they did me. First Premier told me they had not heard from him. I tried all day to connect them. Then he had to have oral surgery and no longer was available. He emailed them this message yesterday May 22 "Please email back verifying the case re assignment. ** *********** is in need of her washing machine repaired. I am going into surgery. The issue is miss communication. I have not accepted any deductible. I have no personal issues with ***********. I do not wish to be apart of this case going forward." ** The second ************ **** Appliance" assigned via email I was to call-" never heard of First Premier Warranty, did not work for them" . It was .**** ApplianceTechnician Phone:************** **. I called in yesterday and gave the Make,model and Serial number of the Kenmore washing machine to help them. I was told yesterday 5/22/25 5:00 P.M. my time that a technician would be assigned and come today Friday May 23. I got this message back: "Good afternoon,This claim will be reassigned. Thank you for your help."Today I woke to a message telling me to find a tech on my own stating the techs were having trouble communicating with me. Not so, they only sent one who did not have proper tools then had surgery. Another one had not heard of their *** They hung up on me and plumber **** *******, and not are not honoring my warranty at all. They need to repair or replace my washing machine and honor the warranty. I did call ***** ******** my RE agent who ordered the policy for me to call them.

  Business Response

  Date: 06/05/2025

  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:05/20/2025

  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.

  With reference to complaint ID ********** am writing to notify BBB that First Premier Home warranty failed to offer a resolution to my complaint. Inspite of their reply to BBB asking me to call their billing department,the agents failed to resolve my issue or help me to locate my money or guide me to the correct process,On May 20 2025, I called the billing department at 2.27 PM. and spoke to ***, as advised by the company to BBB.But *** was unable to offer me any information, so he transferred me to Tessma,who told me that they don't know where my money was, This information was already given to me last year in October and I was asked to call back in May of 2025 since it would take 180 days for them to locate where my money was and after 8 months of researching ,they have still not found the lost $2515.even a murder mystery would not take so long to be resolved.This clearly shows the fraud and unwantedness of the company to issue any refund or work towards a resolution.The call was recorded.hence it is accessible for an investigation. I want this matter to be resolved ASAP.I need a full refund in the amount mentioned below, that includes finance charges and late fees due to the negligence of First Premier ************************* top it all off, Its been a year and they have still not provided me with a copy of my contract which is illegal.I need immediate action be taken towards resolution.

  Business Response

  Date: 06/10/2025

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

• Initial Complaint

  Date:05/19/2025

  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 purchased a home warranty on 11/5/2024 for a year. The offer that I purchased stated electronics was included. When I called approximately a month ago about an electronics issue, they stated that I did not have that coverage. I called 3 weeks ago about an issue with my sink and they gave me someone to call and that person advised that they don't handle services for First Premier. They gave me another person and that person never called until I called First Premier back. The guy advised that he would check out the issue 5/19/2025 at 9:00 am. The guy never came or called. I called First Premier and told them that I wanted to cancel the account and they advised me that I would not get any money back. I never used their services and when I tried to use the service the I was advised it wasn't part of my plan or no one ever came out to fix the issue. I only had the service for 4 months and for them to say I don't get my money back is pure robbery.

  Business Response

  Date: 05/30/2025

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

• Initial Complaint

  Date:05/12/2025

  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 paid for a years subscription with First Premier Home Warranty in December for about $420. I filed my first claim for plumbing in January and it was denied. I saw the next claim later in the month and they sent a vendor out in February who I paid a service fee. He never returned nor answered my calls. I asked the company to contact their vendor because he was not responsive. I made these calls regularly for the last 3 months. When I asked that they cancel my subscription and refund my money they refused saying that I had an open claim. they never reached out to the vendor to get a return date to fix my oven. Now my plumbing is in need of service and I called them again last Thursday .They sent out the same plumbing company as the first time on Friday. I paid the service fee and told them that the flooded bathroom needed immediate remediation. They said that they would have it fixed within 24 hours but I never heard back from them. I have not had a response from Kings 24 plumbing nor First Premier. I want my money back for my subscription and the service fees.

  Business Response

  Date: 05/23/2025

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

• Initial Complaint

  Date:05/12/2025

  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.

  On April 7th, I was contacted by First Premier Home Warranty. I initially declined, their offer explaining that I had researched home warranty companies and theirs was rated very low near the bottom of the list. I made it clear I did not want a warranty from them.The ***resentative continued to pressure me and offered what he called a special price of $39/month, stating I would have 30 days to review the policy. He told me I could cancel at any time within those 30 days and gave me no indication of a cancellation fee.After reviewing the policy, I decided to cancel. I sent an email to the address on the website. I received no response. I then called the number on their website, only to be told by an extremely rude *** the email address I had used was not valid for cancellations and he gave the the correct email.I did as instructed and sent a new email to the cancellation address, clearly stating that I had attempted to cancel a week prior, and I did not want to be charged again. I received a ***ly stating that I would need to send another email confirming cancellation and acknowledging a $75 cancellation fee. I informed them that I was not told about and did not agree to the $75 fee and reiterated that I wanted to cancel immediately and not be charged another month. They responded that the cancellation fee was due to them using a third-party service to process cancellations and ensure accurate customer credits.Despite my objection, they charged my card again.This company mis***resented the terms of their service, failed to disclose a cancellation fee, ignored my initial attempt to cancel within the trial period, and proceeded to charge me again against my direct instruction.I request:A full refund Immediate cancellation of my policy No cancellation fee to be charged This experience has been frustrating, misleading, and handled unprofessionally. I am requesting your assistance in resolving this matter.This is a terrible company.

  Business Response

  Date: 05/23/2025

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

• Initial Complaint

  Date:05/08/2025

  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.

  I purchased a home warranty from First Premier Home Warranty.. I contacted them regarding issues with my refrigerator. My claim was denied, claiming it is not covered. The documentation I received from them states this:7. REFRIGERATOR - COVERED: All components and parts, including integral freezer unit.EXCLUDED: Audio/Visual equipment and internet connection ************* issue is a leaking compressor. According to the information I received, it is covered. The *** from the company read off a number of items that he says spell out the reason for the denial. It is in direct opposition to what I was told was covered.

  Business Response

  Date: 05/23/2025

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

• Initial Complaint

  Date:05/08/2025

  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.

  I purchased a platinum plan & was told water heaters were covered my water heater broke on a ************* told me that they couldnt do anything till Monday because the underwriters dont work on weekends so they sent a tech over & they said he didnt put the diagnosis on the estimate & wanted ******** i asked if i can use my plumber he can do it for ******** they said yes & they would reimburse me now they tell me the expansion tank isnt covered the bill also states the motor went perventing the water heater from starting & its 17 years old & the tank needs to be replaced this company is scamming people & taking their money i paid for an entire year ****** and a ***** deductible I paid to the tech please help me to get a reimbursement or some of my money back thank you ***** ******

  Business Response

  Date: 05/13/2025

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