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:05/07/2025

  Type:Billing 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 May 6th 2025, I was calling another home warranty company to cancel and I got First Premier Home Warranty and spoke to this agent name ***, which he did not give last name.He continued to talk about the service, which sounded good. I then explained to him that I still have a policy which I havent spoke to them yet. He told me that he could cancel that policy for me, told him okay but I will contact them, he told me hat since they had already debited my account just le it go and come June 6th 2025 this new policy will go into effect. I said okay but dont charge my account until then, which was okay.Upon checking my account ******************************************* had debited my account for *****. I called them to ask why and to cancel, I was put on hold and when someone answered and I explained to them the reason for my call, I was put on hold again, this happened three times them I got the person at this extension is not available leave a message, I did this two times, after calling five times, the person answered and I explained why I was calling and that I want to cancel and I was told that I couldnt cancel, that if I wanted to cancel I would be charged ****** dollars. I then tried to explain to him that this was only done yesterday and he said that didnt matter. However looking online, there cancellation policy states that if you cancel within the 30-days you will receive a full refund, after 30-days the amount will be prorated, this person say no, I will change your account the ****** and I sad no, he then said that I would receive a bill in the mail, at this point I hung up the phone, called my bank and explained it the them. This has caused a big inconvenience for me, I had to close the account to insure that I wouldnt be charged the ****** for no service provided by them.I need to know what can be done in order to get my money back from this company and how many other customers have been talked down to and charged for something they have not received.

  Business Response

  Date: 05/13/2025

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

  Customer Answer

  Date: 05/14/2025

  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:

  [Your Answer Here]

  my complaint has been resolved, nor have I received my refund from the company.

  I called to request a refund the very next day and the person told me that I could not cancel unless I paid 150.00 

  there policy states that ***** to 30 days of policy you can cancel for a full refund, again, I called to the very next day.

  i feel that I was scammed, I will never recommend this company to anyone.

   

   

   

   

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

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

  Business Response

  Date: 05/23/2025

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

  Customer Answer

  Date: 06/03/2025

  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:05/07/2025

  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.

  I signed up for coverage in February and called for assistance in April. They scheduled a technician 6 house away who laughed at me and said aint no way. I had to cancel the card with my bank and thy want refund my 120 dollars and their agent called me a b**** and hung up. My phone number is ************ Address is ************************************** My email is *********************

  Business Response

  Date: 05/13/2025

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

• Initial Complaint

  Date:05/06/2025

  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.

  Couldnt get in touch company for repair when I did agent very nasty still waiting for check I have a contract for 3 years cant get a refund

  Business Response

  Date: 05/13/2025

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

• Initial Complaint

  Date:05/06/2025

  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.

  The business provides(supposedly) repairs to septic, roof, appliances, I ***led to have my dryer fixed and did not receive any ***l or emails as to whom,what ,or when someone would be coming. That was the first one. Then I was told that they would cancel my first request and file the request that I ***led for this time. 5his request was for septic. The toilets were backing up and were slow draining. I have small children in the house and this become a health problem. I phoned on Tuesday waited for a ***l, email, nothing happened. I waited, and waited. I *** again and got an email with the plumbing company's name and number. When I phoned the plumbing company they had no knowledge of any services to be rendered to my address. I ***led First Premier and this time someone supposedly contacted the plumber but the plumber wasn't available for another 72hours. This problem has been lingering now for a week. I told First Premier that I needed someone sooner. I was told that they would ***l me back. No one did. I phoned to cancel the contract and was rudely spoken to withe the customer service provider telling me to shut my big mouth and let him speak. I tried someone else and was told that I had to cancel via email. However the email address I was given was bogus.

  Business Response

  Date: 05/13/2025

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

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a home warranty and never used it. I tried to use it on 5/2/25. I was hung up on many times, then put on hold for 15 to 30 minutes. Then, I waited an hour to get the name of the company to call, only for them to tell me they didn't know why I was told to call; they don't service my area. I called to speak to the manager, and no one called me. I wrote a cancellation, and they told me they would take a prorated amount, a cancellation fee, and service charges. I never had a service call to have a charge. I had explained it was a medical emergency, my daughter has health issues, and can not be without air conditioning. This is an urgent matter due to my daughter's health issues. I want a full refund due to how this was handled, and because they do not know what they are doing. I have all emails and texts. I must find someone to help me get them to you, as I'm not good at computers. They also gave me a New Jersey address. I do not know which one to use.

  Business Response

  Date: 05/13/2025

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

  Customer Answer

  Date: 05/20/2025

  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:

  [Your Answer Here]

   If they follow throw and send me a check to my mailing adresss in 14 to thirty days this will be fine. Waiting on them as they have lied before.

   

   

   

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

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

  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:
  

  
  

  [Your Answer Here]This company took more then the 30 days that thet stated. They First sent it to a credit card on file after the conversation of sending a check and that credit card was closed,it took them a couple more days to fix this. And they were very rude .And they did not refund it dully they took 750.00 admin fee even though I never used this plan.

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 07/03/2025

  Hello,

  Please note that the account holder has agreed to the company terms and conditions which includes the cancellation fee associated with cancellation.

  Thank you

• Initial Complaint

  Date:05/01/2025

  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 filed a claim in February of this year. I had a plugged sewage drain that required immediate attention. I filled out the required paperwork so that I could get the work done. I payed for the work and am expecting the payment of my share back from First Premier. I signed, their required form on 2/25/25. I have called them numerous times three weeks in a row. Each time they tell me, the check is in the mail and it should be there in a week. Today it was the same answer. I was on the phone over an hour, and then they hung up. I called back and again, after speaking to two different agents with no answers they hung up again. Not sure what to do next.

  Business Response

  Date: 05/13/2025

  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:04/29/2025

  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 policy from First Premier in April 2024. The compressor on my refrigerator went out and I filed a claim with the company. The company denied the request stating that they did not cover "systems". I sent them a copy of the policy that I received when I purchased it back in 2024 and the policy clearly states: " C. Refrigerator Note: Refrigerator must be located in the kitchen.COVERED: All components and parts, including integral freezer unit, except: NOT COVERED: Racks; shelves; glass; handles; doors, door seals, hinges, and gaskets; Freon; disposal and recapture of Freon; ice makers, ice crushers, beverage dispensersThey claimed they were denying the claim because they do not cover sealed systems. I told them that it was not in the policy when I purchased it. They sent me a copy of the policy that stated:C. Refrigerator Note: Refrigerator must be located in the kitchen. COVERED: All components and parts, including integral freezer unit, except: NOT COVERED: Racks; shelves; glass; lighting; handles; doors, door seals, hinges, and gaskets; *************** Freon; disposal and recapture of Freon; ice makers, ice crushers, beverage dispenserI told them that it was not in the policy, and I never received anything that stated they were updating the terms of the agreement. Then I was told that it was always there, so I sent a copy of the policy I had and told them no it was not. The guy that originally answered the phone told me I had to apologize because I hurt his feeling the day before which is so unprofessional. At that time, I was told it would go to under writing for approval because the female technician I spoke to clearly saw that the policy had been changed, and she would be in contact. I call 4.29.2025 because no one called or reached out to me and the technician comes back to tell me the claim was denied due to the compressor having Freon which makes no sense at all. They basically found a way to deny the claim.

  Business Response

  Date: 05/12/2025

  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:04/28/2025

  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.

  My hot water heater went out today and I called First Premier Home Warranty. They sent someone out that afternoon and then the plumber and I waited on their decision. They came back as not covering the replacement. The plumber did not understand why they said no and called them himself. They basically said the four reasons on why they would turn down fixing/replacing a hot water heater. Even the plumber THEY hired said those are the only four reasons you would ever have the need to replace a hot water heater. The plumber than told us that he had another persons house another time where they had a leaking toilet and they turned down their claim also. These people are frauds. They take your money but turn down claims. I mean when you have the plumber they sent too your house call them not understanding why the claim was turned down. I wasted so many months paying for the warranty and it was a waste. I feel I either deserve for them to pay for my claim or at minimum pay me back the months of mo ey I wasted giving it to them.

  Business Response

  Date: 05/12/2025

  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:04/28/2025

  Type:Service or Repair 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.

  A home warranty plan was purchased for our property on 1/27/2025. We paid for 5 years at a significant discounted price. When we got the policy documents in email, I noticed the coverage was for home "greater than 5000 square feet". Since ours is 1720, I called on 2/20/25 to cancel since this policy didn't apply to us. I spoke to ****, the Operational Manager. He didn't believe me, though the paperwork (attached) clearly shows it. He resent the receipt specifying Under 5000 square feet (attached). On 4/7/25 I submitted a claim through the company website contact form for servicing the A/C. At the time the policy was purchased we were not aware that the A/C unit was NOT covered. I did not hear back from them, so I contacted them again and was told the policy didn't cover the A/C. Because of the 30 day waiting period, we kept our current home warranty provider. I filed a claim with them and the repairs were made. On 4/17/25 I called First Premier requesting to cancel the policy because our policy didn't cover the A/C and we didn't want to spend more money to upgrade to their higher plan. Instead of fulfilling my request, the company, without contacting me or my agreeing, upgraded us to their Platinum plan so the A/C is covered. I was again put in touch with ****. He did not believe that two of his staff had confirmed our Premier policy didn't cover the A/C and some appliances. He told me a work order had been put in on 4/8/25 for this problem. That is NOT TRUE. No email was received on that date. They went so far as arranging a service call on work that had already been completed. I called the A/C technician and explained they did not need to come out since the repair had been made. The work order was put in on 4/17/25 as seen in the emails attached. **** told me to cancel the other policy and use them. I have no intention of EVER filing a claim with this company. All I ask is a pro-rated refund of this contract. Thank you

  Business Response

  Date: 05/12/2025

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

  Customer Answer

  Date: 05/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will follow up as they requested to cancel the policy. 
  
  Sincerely,
  
  ******** ******* ***************************************

• Initial Complaint

  Date:04/25/2025

  Type:Order 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 3 year home warranty on July 11 2025 over the phone for$1350. I was told that after a 30 day wait period my A/C, plumbing, appliances etc... would be covered. My central air unit went out in November of 2024. I filed a claim with First Premier. After sending out a repair man, they denied my claim. I had to buy a new one out of my own pocket. So I called to cancel with First Premier and get a refund. They provided me with an online cancelation form to sign and said they could only refund me $760 after their"fees" I agreed and signed it. Told me 30 business days to get my money back. I signed the form March 11 2025 and it is now April 25 2025 and no refund. Have called them numerous times over the last 2 weeks concerning my refund and everyone I talk to keeps giving me the run around and putting me off as a stall tactic. They tell me that billing doesn't answer their phones so they refuse to transfer me. When I purchased the warranty I specifically asked for a printed policy stating exclusions and what they did cover. They refused to send me one. Very suspicious business practices. ***** promises to get your money

  Business Response

  Date: 05/08/2025

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

  Customer Answer

  Date: 05/11/2025

  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,
  
  ***** *****