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:04/07/2025

  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.

  First Premier, cancel my contract. For the home warranty, but have not issued my refund.They say they did not receive the payment from my credit card. But my credit card Statement shows the amount 0f $650 that they charge me. Premier gave me the cancelation number. Which is ******?

  Business Response

  Date: 04/18/2025

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

• 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.

  We filed a claim regarding our upstairs AC unit not working properly back on March 13 with our warranty company. After many phone calls back-and-forth,they finally sent someone out on the 16th. The AC repair technician told us it was the filter that was causing the issues and we replaced it the same day. However, our issue never went away. I called back on March 26 to see about having someone come out again and I have not heard anything back from the warranty company. The lady insured me that a second follow up appointment would be scheduled for someone to come out and that it would be at no cost to me since it was within a 30 day timeframe. Still, no one reached out. I spoke with them Friday and was told that someone would reach out by the end of the day. Here it is Monday and now theyre saying they cant do anything until Aprils payment is processed. My question to them is why would I pay them for April **** they didnt resolve the issue from March. This issue existed before April and should be resolved regardless of a payment being processed for April. To me it just seems like they want my money but not to rectify issues and honor what they said they would do.

  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:04/05/2025

  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 January 6th, 2025 my garage door was not operating smoothly and I called my service provider First Premier Home Warranty for service (policy number ********). I was referred to Garage and Gates ************** to do the work. I immediately called and requested service. The following day a technician came said I needed to have 2 springs replaced. He said he would contact my home warranty provider and they would get back to me later in the day with a decision and estimate for service. I did not hear from First Premier so the next day I called to check the status of the claim and was told that only the motor was covered by my plan and they would send me an email of rejection along with an estimate of the cost to replace 2 springs. To this date, I have not received that email. I have called them several more times and still i received no email. On January 9th, another technician came to my home at 7 pm and gave me a verbal estimate of $1,000.00, he said he would have to change several parts. I agreed for him to do the work . At 8:30 pm he came in and gave me a bill for $4,280.00 . I was very confused, and afraid and felt I was being taken advantage of because I was home alone and a senior. So, I gave him my credit card and he processed the bill. After he left i remembered that I had one spring changed in November 2023 and it cost $229.00. So, the next day I called the technician, First Premier and Garage and ***** to complain about senior fraud. The persons voiced concerns and promised to address the situation but nothing was done. I continued calling Garage and Gates and on January 23, someone from their adminstrative office texted me and offered me a 15% discount. I said I was not satisfied and wanted at lease $2,140. which would represent a 50% discount. I have contacted several agencies and they referred me to you. I have not been able to get a physical address for Garage and Gates ,I was told that they are a mobile company with technicians throughout the **.

  Business Response

  Date: 04/18/2025

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

• Initial Complaint

  Date:04/04/2025

  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 on this home warranty for 4 years now $35.00/mo and just made my first claim. It was for a microwave/convection oven that I have a receipt that I paid $1200 for; now selling for over $2,000. When the technician came out he said it was not reparable and I needed a new microwave. I paid him $60.00 for the service call 3 weeks ago but did not hear back from the warranty company until this week, after I called every day. The company was only offering me $175.00 towards a new microwave which was no where near the cost of a new one so I wanted to cancel my policy. The company said it would cost me $75.00 to cancel and if I do that I would not even be entitled to the $175. which did not make any sense. I am now going to contact my attorney on this matter but not at all happy with the professionalism of First Premier Home Warranty.

  Business Response

  Date: 04/17/2025

  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:04/03/2025

  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 one year home warranty in full in December 2024 and it went into effect one month later on Jan 14 2025. On March 12, 2025 I sold my home and requested to cancel the policy. I was sent a form with a random number written down that would deducted for "administrative fees". I had the policy only 2 months and paid just over $450 and the company is trying to only reimburse $80. When I called for a breakdown of the fees, I was transferred and given the run-around by 4 different people before finally asking to speak to a supervisor. *********** from claims told me, very rudely that no supervisor was available and he couldn't help me. I was originally told over the phone that the cancellation fee would be $75. If they deducted even 3 months of fees plus the $75, I should receive a reimbursement of $264. At this rate more days continue to pass by without me being able to get an straight answer, explanation or even ability to cancel my policy as the websites FAQs state I am able to do.

  Business Response

  Date: 04/16/2025

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

• Initial Complaint

  Date:04/03/2025

  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.

  They sent a repair company to fix microwave i paid ***** deductible they said it needed replaced the company said they would pay me ***** to replace a ****** built in microwave and keeps giving me the run around this been going on since 2-10-25 the ***** is very ridiculous DONT DO BUISNESS WITH THIS COMPANY NOTHING BUT SCAMMERS

  Business Response

  Date: 04/16/2025

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

  Customer Answer

  Date: 04/23/2025

  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]

   

   I talked to warranty company April 23 2025 they said check will be here within a week but was told this many times before so I will respond again in a week with a update

   

   

   

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

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

   

  
  
   

  
  

  Business Response

  Date: 05/09/2025

  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:04/01/2025

  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.

  First Premier Warranty was contracted for home warranty services. A problem occurred with our air conditioning and they approved the work, but required we pay the contractor and they would reimburse us. Attached is the Cash in Lieu of Repair form they sent us confirming the agreement. You will see the date of the form is February 7, 2025. I followed up with them 3 weeks later and was "reminded" that they are allowed 4 weeks to make the reimbursement. As of today, April 1, 7+ weeks later no payment has been received. We are seeking payment of the $1,005.00 owed per the contract.

  Business Response

  Date: 04/15/2025

  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: 04/20/2025

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is NOT satisfactory to me.  They had repeatedly apologetic btu never acted on what they promised until BBB wrote them.  Once you addressed them they did produce a check resolving this issue.  
  

  Thank you for your help, 
  Sincerely,
  
  **** ********
  
  
  
   
  

  
  

• Initial Complaint

  Date:04/01/2025

  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.

  I have a home warranty with First Premier to cover the appliances within my home. My oven stopped working around March 4, 2025. I placed a claim with First Premier. They sent out a contractor to assess the oven. It was discovered that one of the parts needed to repair the oven was no longer being manufactured. This was reported to the warranty company who then closed out the claim with the contractor and said they were going to just replace the appliance. I received the attached offer from them as a settlement. I spoke with **** on April 1, **************************************************************************** replace my appliance. I explained to him that this was not coverage for either. I told him that the contract said that they would repair or replace. He said yes, that's what we doing. A $197 will not fix nor replace my appliance. I would appreciate it if you would honor you word in the contract. He said it's up to their discretion and they chose to make us the offer.

  Business Response

  Date: 04/15/2025

  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: 04/18/2025

  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:

  No one from the company has reached out to me to try and resolve my issue as stated in their response. I have not received any correspondence from them with regards to repairing or replacing my oven. 

   

   

   

   

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

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

  Business Response

  Date: 07/18/2025

  Hello, Please note that the updated form has been sent to the account holder to which was signed and returned back to **. Please wait to be reimbursed for this claim.

  Customer Answer

  Date: 07/18/2025

  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:04/01/2025

  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 notify you of a fraudulent account that has been opened in my name with First Premier Bank. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account:Creditor Name: First Premier Bank Opened Date: 4/15/2019 Account Number: ****************High Credit: $773.00 I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.Thank you for your prompt attention to this matter.

  Business Response

  Date: 04/11/2025

  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:03/31/2025

  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 WAS HAVING MY YEARLY MAINT DONE AND THE SERVICE TECH FOUND AN ISSUE WITH A MODULE THAT IS STUCK IN THE ON POSITION WHICH DOESNT LET MY FAN STOP BLOWING . SO I CONTACTED FIRST PREMIER WARRANTY COMPANY THERE SERVICE TECH CAME WHICH I SUBMITTED WHAT THIER TECH FOUND THE SAME ISSUE I PAID MY SERVICE FEE OF ***** AND WAS TOLD TO WAIT FOR AN APPROVAL I CALLED ON MONDAY THEY TOLD ME TO PRODUCE 36 MONTS OF MAINT RECORDS IF I DONT HAVE ALL THE RECORDS AND IF THEY FEEL ITS NOT GOOD ENOUGH THEY WILL PAY UP TO ****** THIS WAS TOLD TO ME WHEN THIER SALESMAN SOLD ME TWO POLICIES I DONT MAKE REALLY ANT CLAIMS YOU GET THE RUN AROUND THERE AND IT DOSENT MENTION ANYTHING ABOUT MAINT RECORDS ONLY IN THE SMALL PRINT AND THE END OF THE CONTRACT AND EVEN THEN THEY RESERVE THE RIGHT TO SAY YES OR NO ITS A SCAM ASK FOR MANAGER EVERYONE IS A BOSS THERE IT SHOULD BE INVESTIGATED I JUST WANT MY UNIT REPAIRED THANK YOU

  Business Response

  Date: 04/11/2025

  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.