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:04/23/2025

  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 a 6 yr policy with First premier,but decided to cancel after a month since I had to leave country to live with my parents upon being diagnosed with brain cancer.I called FP,but they refused to cancel the policy stating I had to wait for 3 months,after 3 months when I called,I spoke to a manager,and he told me I had to keep the policy for a year before they could cancel it.I left the situation as is to take care of my treatment,upon return, I called FP back and spoke to ***** on Jan 31st 2025 at ***** pm and he said,policy had already been cancelled and full refund had been issued but it would take 2 to 3 weeks for them to process and to go to my credit card.after 3 weeks,still no refund.After that I kept calling them every 2 to 3 weeks,they kept saying that the policy had been cancelled and that they could not discuss anything more.last I called on 4/22/25,spoke to Anora in the billing department and she said ,policy had been cancellled,because I filed a dispute with my card,so go talk to my card for a refund,she will not talk anything more and could not give me any information.after that every time i tried to call them,they put me on hold for almost 30 mins and hang up after that.I need help from BBB to resolve my issue and get me my ****************** of today,my balance with citi bank is ******* with interest and late fees.I was the full amount refu ded and reimbursed by First premier home warranty.

  Business Response

  Date: 05/06/2025

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

  Customer Answer

  Date: 05/08/2025

  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 have tried reaching out to the billing department  almost over 50 times but the company immediately disconnects my call saying we cannot help you,your policy is cancelled and you do not have any active policy with us,they have shut all doors for communication or resolution.The moment I give them my policy number,they say we cannot help you about your policy,I have repeatedly tried to contact through phone and email,but supposedly the company has decided to keep my money and  not issue a refund,I have proof of the emails that I have sent to them but they did not reply to any so far,not even acknowledging receipt of the email.I want the business to send me a detailed email with the procedure or a manager to contact me via email or text.I have tried diligently in good faith to contact the business and get this matter resolved, but all in vain.

   

   

   

   

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

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

  Business Response

  Date: 06/11/2025

  After further review of the account, we have seen that there has been a chargeback placed on the account. Unfortunately, the funds have been taken from the account and we do not have the ability to issue a pro rated refund to the account at the moment until the chargeback is reversed. This may take up to 150 days to be resolved with the credit card institution. 

• Initial Complaint

  Date:04/18/2025

  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 filed a claim for home heat repair around 18 Jan 2025 paid Tech ***** for service call. Tech came out did troubleshooting and claim was approved for ****** for repairs # Tennessee-*******. Finally reached technician after about 2 weeks and he told me to call warranty company. I did and completed and returned form for cash in Liew of repair form (******) that included copy of paid check to Tech for ***** around 18 Feb 2025 as instructed. I have called at least 5 times and got more promised about the refund including today was told billing office is closed today call back Monday. I finally had to get someone else to do the repair at a cost of ******.

  Business Response

  Date: 05/01/2025

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

• Initial Complaint

  Date:04/18/2025

  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 was sold a policy last year and I have a copy of the contract with me. When there was a breakdown the company said we dont cover that part anymore (icemaker) and you should have bought the policy optional coverage. Even though I sent My original policy to the customer service that did not honor the coverage. Basically they decreased the coverage after I about the policy and did not give me a chance to get a refund/cancel the policy. I think this is unfair that the policy showed to me at the time of purchase was different than the policy actually in place.And now when I am trying to cancel the refund is only under $600 whereas I paid more than $2100 less than 1 year ago. In addition the customer *** said the policy time calculation starts the day about the policy not when the policy was effective. This is the most ridiculous statement.

  Business Response

  Date: 05/01/2025

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

• Initial Complaint

  Date:04/17/2025

  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 called First Premier several times about a claim being denied. Workers visited my house to see why the thermostat was not working properly. They just looked at it while I tried to program it but to no avail. I submitted a claim with a bill for a new thermostat because on the bill the technician wrote that the thermostat could not be programmed and to replace it. I was told by First premier that the claim was denied because they do not cover programming. I pointed out that the technician said the thermostat should be replaced, but the claim was still denied. The contract states Coverage as followsheat/cool thermostats (programmable set back units will be replaced. I have asked several times to speak to a supervisor but to no avail.

  Business Response

  Date: 04/30/2025

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

• Initial Complaint

  Date:04/14/2025

  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 March 20, 2025 I signed up for services, received the contract and after reading it through I dont like the coverage and the terms. Contract says a full refund if canceled within 30 days. On March 26 th contacted company to cancel by email, then was told I need to cancel by phone so on April first I called to cancel ,on March 31st they wanted a reason , I told them, on April 1st they tried to better the contract and I said no please just cancel this policy, on April 11th I emailed to ask when I can expect my refund, they said I now have to sign a form they sent on April 1st, never received anything form by mail or email, I emailed later that day to tell them I have no form, their answer is a form was sent April 1st. Still no form still no refund.

  Business Response

  Date: 04/25/2025

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

• Initial Complaint

  Date:04/14/2025

  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 have made several calls regarding a claim. Its been a month and no one will return my calls. I have emailed 2 times . I get a return email with a phone number that leaves me on hold for over 30 minutes and disconnects. I want a full refund on my annual premium. I paid all upfront for 14 month policy.

  Business Response

  Date: 04/25/2025

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

• Initial Complaint

  Date:04/10/2025

  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.

  First Premier Home Warranty (FPHW) failed to honor its contract (Policy no. *****) to pay for either the repair or replacement of our broken dishwasher. Instead, it elected to pay $50 "Cash in Lieu of Repair". Per the instruction of FPWH, we completed their "Cash in Lieu of Repair Form" for claim TN-******* and submitted this form to FPHW via email on February 18, 2025. After several follow-up phone calls and emails, **** still has not sent us the $50 payment. The **** representatives said in telephone calls that the payment was either in process or had already been mailed. After requiring us to pay $75.00 to a service company, which **** selected for an analysis of our broken dishwasher, and not paying for either the repair or replacement, it now appears that **** has no intentions of sending us the $50 Cash In ****. Please help us get the $50 payment owed from ****. Thank you.

  Business Response

  Date: 04/22/2025

  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:04/08/2025

  Type:Sales and Advertising 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 feel as if I am being scammed. I filed a service request and they sent a technician, but the technician had an unauthorized person come into my home to charge their phone which was absolutely unacceptable. I tried to file a complaint about it but have still not been able to make contact with ******* addition, that same person (plumbing technician) came to my house, did the diagnostic, and then I heard from them was that they had approval to order the needed part and would be in touch to schedule the repair(Monday, March 31st). The last I heard from the technician was a week ago(Tuesday, April 1st) he has not responded to any of my attempts to schedule. I reached out and reported this to **** yesterday and received an email saying they would be in touch to address, they have ****** this point, I'd like out of my contract with them since no one is willing to communicate or help me solve either of these issues.

  Business Response

  Date: 04/18/2025

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

• Initial Complaint

  Date:04/08/2025

  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 am writing to inform you that fraudulent accounts have been opened in my name with FST Premier. I am a victim of identity theft and did not authorize the opening of these accounts. Below are the details of the fraudulent accounts:Creditor Name: FST Premier Opened Date: 9/30/2010 Account Number: ****************High Credit: $1,152.00 Opened Date: 12/4/2011 Account Number: ****************High Credit: $1,249.00 I kindly request that you close these accounts immediately and remove any negative information associated with them from my credit report. Additionally, I would appreciate it if you could provide confirmation of the accounts' closure and any relevant documentation related to the fraudulent activity.Thank you for your prompt attention to this matter.

  Business Response

  Date: 04/18/2025

  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:04/07/2025

  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 the home warranty in Jan. I had to file a plumbing claim. The sent a *** who wasnt a plumber to diagnose a plumbing issue. The service *** who wasnt a plumber said he will send a plumber. Wasted service fee of *****. After a few days no update the service *** said he was waiting on **** to approve work. He lied didnt even send report till two days later. The plumber showed up the following week looking for a payment from me, I contacted the warranty company no help at all. After going back and forth with them **** advised me to go outside network and they would pay me $100 to help with repairs. I knew I was in trouble dealing with this company. I went ahead and canceled the service immediately. I was told I was getting $336 refund out of $699 in less than 2 months of service. Still no refund this company is no trustworthy and does not keep their promises as advertised. It is a complete scam their testimonials has to be AI generated. They tricked me out of $699 ****** learned. You can never get the person you need on the line no supervisor or corporate person to speak to. They are not legit!!!

  Business Response

  Date: 04/18/2025

  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.