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:02/22/2023

  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.

  From *************************** had sent over these pictures on 2/10/23 . I am resending the information. The Technician that was sent out by First premier home was saying it was the A C Coils needs to be clean which has nothing to do with the issues of the furnace. I was giving a false diagnosis of the furnace as you can see from ********************* He replaced the thermostat that I just purchased. The one he put on was old looking and can be sent to you as a picture as needed. He wanted to work with a simple one. As you can see that had nothing to do with the issues of the furnace as you can see and the report from Perfect Home Heating report. The company you sent out does not know what he is doing. If he had opened up the furnace second door and inspected properly as he should have I would not have had to call out another company. I am living and the cold having to go to the Doctor from living and the cold getting sick because of my living condition because of a wrong diagnosis of my furnace. I am not a HVAC Technician . I have never done this type of work. So I did not know what to look for but the Technician ********* should have know better. How would I know right from wrong and this situation.. I should not have to be and the cold because of all these issues from the Technician *********. I payed for a service as a customer. The claim number was *****. As a customer of ********************** I should have not had to call another heating company out to do what the first company should have done the first time, Can this please be expedite . No one family members would like to live like this. Thank you ************************* Show quoted text

  Business Response

  Date: 03/27/2023

  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.

   

  After reviewing our technician's diagnosis the diagnosis came back as the coils needed to be cleaned which falls under maintenance not covered under the service agreement. We send out all Licensed/ Insured & Pre Screened technicians.

   

  C. We have the sole and absolute right to select the Service Contractor to perform the service. We will not reimburse for services performed without its prior approval.
  D. In the event that we inform you the malfunction is not covered under this Agreement, you have the right to request a second opinion of the cause of the malfunction. You must request in writing for a second opinion from another Service Contractor within seven (7) days from us informing you the malfunction is not covered. In the event that the outcome of the second opinion is different than the first opinion, then we may, in our discretion, decide whether to accept Coverage under this Agreement. If you request a second opinion, you will be responsible for the payment of an additional ************* Call Fee only if the outcome of the second opinion is the same as the initial opinion.

   

  If you have any further questions feel free to contact our claims department.

   

  SIncerely,

  ****

  Customer Answer

  Date: 03/27/2023

  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]

  Please review my email as well as the attachment. The issue with the furance has nothing to do with the heating coils. Please contact me you have any additional questions.

   From ************************* I had sent over these pictures on 2/10/23 . I am resending the information. The Technician that was sent out by  First premier home was  saying it was the A C  Coils needs to be clean which has nothing to do with the issues of the furnace. I was giving a false diagnosis of the furnace as you can see from ********************* He replaced the thermostat that I  just purchased. The one he put on  was old looking and can be  sent to  you as a picture as needed. He wanted to work with a simple one. As you can see that had nothing to do with the issues of the furnace as you can see and the report from Perfect Home Heating report. The company you sent  out does not know what he is doing. If he had opened up the furnace second door and inspected properly  as he should have I would not have had to call out another company. I am living and the cold having to go to the Doctor from living and the cold  getting sick  because of my living condition  because of a wrong diagnosis of my furnace. I am not a HVAC Technician . I have never done this type of work. So I did not know what to look for but the Technician ********* should have know better.  How would  I  know right from wrong and this situation.. I should not have to be and the cold because of all these issues from the Technician *********. I payed for a service as a customer. The claim number was *****. As a customer of **********************  I should have not had to call another heating company out to do what the first company should have done the first  time,  Can this please be expedite . No one family members would like to live like this.  

   

   

   

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

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

• Initial Complaint

  Date:02/22/2023

  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.

  Nov. 7, 2022 *************** Refrigerator ***** Premier sent a service tech from Bargain Busters *************-Bargain Busters said my refrigerator. needed a new compressor. Bargain Busters does not do compressors. I paid them $ ***** co-pay.I then called back, First Premier, it would be 24 to 48 hours until I would have someone to look at the refrigerator.I then, called a ******* Refrigerator repair company- they came out that same day. The refrigerator did NOT need a compressor. The refrigerator needed a new control board. The board was replaced, and the cost was $5*****.I sent this info twice for reimbursement to First Premier, and I had had no respond.This is not the first item First Premier has denied. Last year I added the extra for my water softener, I had issues with the softener, and all denials were verbal. I would like a refund for the additional water softener monies I paid.

  Business Response

  Date: 03/24/2023

  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.

   

  After reviewing your account and the technician's diagnosis the refrigerator claim was not a covered repair being the fact it is a SEALED SYSTEM FAILURE.

   

  NOT COVERED: Racks; shelves; glass;
  lighting; handles; doors, door seals, hinges, and gaskets; Freon; disposal and recapture of Freon; ice makers, ice
  crushers, beverage dispensers and their respective equipment; water lines and valve to ice maker; line restrictions;
  leaks of any kind; maintenance; interior thermal shells; freezers which are not an integral part of the refrigerator;
  wine chillers or mini refrigerators; food spoilage; noise without a related mechanical failure; multi-media centers
  and internet connection components.

   

  If you have any further questions feel free to reach our claims department.

   

  Sincerely,

  ****

• Initial Complaint

  Date:02/21/2023

  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 plan. I filed a claim back in december . The plan says your service call is $60.00. There tech will not start to fix your problem until you pay him. They sent me a cash in lieu of for the amount that they will cover. when I signed the form I also submitted the proof to the repair men. I called last week 2/13. They said a check went out but I never received it.They reissued a check again. They took out $60.00 I called about it and they said the claim was closed. This happened the same way but the claim was closed but issued me a reimbursement back on my credit card.When I called they said the claim was closed and couldn t refund the money. They said the claim refunds was changed and they won t send you the money. I tried to resolve this matter but keep getting all different answers. I am getting the run around

  Business Response

  Date: 03/24/2023

  
  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.

   

  After reviewing your account your signed in lieu form specified the amount that was being approved for your claim you had signed and agreed to the amount, the service fee is required on all claims that is why the service fee was deducted.

   

  Feel free to reach out if you have any further questions.

   

  Sincerely,

  ****

  
  

• Initial Complaint

  Date:02/16/2023

  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.

  Cancelled account was due a refund of one payment then they took out second payment and have been ignoring and denied they got those payments later after acknowledging originally the refund amount. Very rude customer service rep claiming to be manager.

  Business Response

  Date: 03/20/2023

  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.

   

  After reviewing your account the cancellation request came in after your second payment was scheduled. As stated in your service agreement all cancellation requests must be in writing.

  We see that you spoke with a manager and your policy has been cancelled and closed per your request.

   

  Sincerely,

  ****

• Initial Complaint

  Date:02/07/2023

  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.

  Im requesting reimbursement for out-of-pocket expenses that I incurred for upfront costs to their designated contractor, Desert Sky AC, for services that were covered by First Premier Home Warranty. I sent the Cash In Lieu of Repair Form through email on August 19, 2022, and re-submitted it in September 2022, as per their request.On July 27, 2022, Desert Sky AC examined my air conditioner and assessed me the $50 deductible. The keys the technician had were incompatible, thus on 7/29/2022 Desert Sky AC charged me $115.00 to add freon, unlock the freon caps and for the key needed to do so. The technician complained that he disliked working with home warranty providers and that he did not want to pursue First Premier for payment on 7/27/2022. Due to his refusal to collect payment from First Premier and to avoid additional delays in having my AC unit fixed, I paid him upfront to cover the balance for the covered services. Since August 2022, I have phoned the claims department several times. Ive endured unreasonably long hold times, dropped calls, misrepresentation of the facts, and unreturned phone calls. On separate occasions, I have been assured that three reimbursement checks for the my upfront payment have allegedly been sent to me via U.S. mail. I haven't received the reimbursement check yet. I requested the contact information for the billing department to arrange for the check to be tracked and all of the claims representatives I spoke with informed me that I cannot get in touch with the billing department directly by phone, email, or fax to inquire about the whereabouts of the three lost reimbursement checks or to request a credit card refund as stated on the Cash In Lieu of Repair form. There has been no response to my emails.

  Customer Answer

  Date: 03/04/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by First Premier Home Warranty regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

  Business Response

  Date: 03/05/2023

  To whom it may concern,

   

  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.

   

  After reviewing your account we see that this is being worked with the customer with Billing supervisor ************* 

   

  Sincerely,

  ****

  Business Response

  Date: 07/11/2023

  To whom it may concern,
  
  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.
  
  After reviewing your account we see that they are awaiting the authorization code for reimbursement should you have received it to be sent so they can issue another check for you.

   

  
  Sincerely,
  FPHW

  Customer Answer

  Date: 07/12/2023

  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:
  

  
  

  First Premiere Home Warranty has supposedly mailed me numerous reimbursement checks with no tracking. There is nothing that remains to be done by me, the company is expected to issue the reimbursement check.

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:02/06/2023

  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 purchase home warranty through this company on December 22 that night I read a lot of bad reviews so the next day the 23rd I called them up to cancel and have my $989 reimbursed to my credit card. That guy said well theres cancellation fee so were only gonna be able to refund you $749. Time goes by I see nothing. I had spoken to five people before the six person actually said well Ill send you a cancellation notice that youll have to sign and mail back to us And I got it right away on January 10th through email. I sent it the next day that I got it which was on the 11th of January. He was the only one that sent me that form or even mentioned it. At around that time I went on to BBB site to write a review stating that I was having problems canceling and getting my money back Because it had been already three weeks so I called again to ask why my credit card still had not been reimbursed. Once again they still try to talk me into staying with them and I told the guy no I want to cancel. He stated well since I wrote a bad review on BBB , we will send you your reimbursement as soon as you take that review off. It was obvious they were not gonna give me my money back no matter what. I tried going onto the BBB site to take that review off but I could not find it. I the wrote a positive review stating that they were nice and so many words but apparently thats not enough and theyre still refusing to give me back my $989. They were also times when they wouldnt even give me their name they would transfer me to someone else and they were very arrogant and rude and *** had enough, Im tired of this and I want my money back. They shouldnt treat their customers like this and they expect nobody to put bad reviews on BBB. It sounds like a scam if you ask me I want my money back all of the $989 I paid.

  Business Response

  Date: 03/09/2023

  To whom it may concern,

   

  After reviewing your account we see that you spoke with a cancellation manager and they explained the benefits of your plans and offered you a free service call on your first claim to try out the service.

   

  We see that you had a great conversation and was happy with this outcome in keeping the policy.

   

  Its safe to say that this matter has been resolved, feel free to contact us if you need any further assistance.

   

  Sincerely,

  ****

  Customer Answer

  Date: 03/13/2023

  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]

  
  

   No, that was not the last conversation I had with them, and the man I spoke to was doing the same thing, the others did. They constantly try to talk me into staying. They mention that they’re not gonna refund any money to me until the review I placed on BBB is removed and I stated to him well let’s see what the courts say, then I hung up and I contacted BBB again. I am waiting for the better business bureau to hopefully resolve this. Otherwise we are going to court.

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 05/04/2023

  To whom it may concern,
  
  After reviewing your account we see that you spoke with a cancellation manager and they explained the benefits of your plans and offered you a free service call on your first claim to try out the service.
  
  We see that you had a great conversation and was happy with this outcome in keeping the policy.

  If that isn't the case anymore feel free to call into our cancellation department to initiate cancelling out your policy.

  
  Sincerely,
  ****

• Initial Complaint

  Date:02/03/2023

  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 contacted First Premier Warranty around November 22nd because my ice maker on my refrigerator quit working. A couple days later they gave me the number of ****** ******** services ************** and he came out a few days later. He determined he was not able to fix it and I needed a new refrigerator. He emaile the company that day with the results. I waited a couple days and called them to see when I could get it replaced. They said they never received so I contacted ****** and he said he would send again. Called back the next day and they said they still didnt get it, so I emailed it to them and finally they said we got it and will get back to you. Playing phone tag for awhile and being talked to rudely and talked down to, they finally decided my case was suspicious. What the heck? I have owned three houses with home warranties and never heard such a thing. They eventually offered me three hundred dollars for a ******* smart refrigerator. With my back against the corner I agreed so at least I can by myself back for the ***** fee to ****** ********. I told them to mail me a check but they refunded it to a closed account so I gave them my new card and as of today I have nothing! Please help

  Customer Answer

  Date: 02/28/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by First Premier Home Warranty regarding complaint ID ********. We still have not received any money for cash in lieu either. My refrigerator is now not keeping our food cold, which is a separate issue and can be very dangerous. I have no recourse to get it fixed because they just don't do anything I paid them good money for. I guess even though I paid for home warranty it is useless. Thank You for taking the time to help as I am not sure where to go from here and I cant afford to buy a new refrigerator but its not safe to eat food not at the right temperature. 
  
  Sincerely,
  
  *****************************
  

  Business Response

  Date: 03/01/2023

  To whom it may concern,

   

  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.

   

  After reviewing the account our billing team has credited your account back for the claim # ***. Attached is the credit receipt that it was credited back on your account.

   

  Please contact your bank as they forward the credit to the new card even when a previous card is closed.

   

  Please reach out if you have any further questions.

   

  Sincerely,

  ****

  Business Response

  Date: 05/17/2023

  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 ** 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. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint.

   

   

  Customer Answer

  Date: 05/18/2023

  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:01/27/2023

  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.

  The date is 1/7/2023 until 1/26/2023. I have the best policy with them which covers water heaters. Mine went out & would not light. Called *********** sent out a technician. It could not be fixed so he relayed that to First Premier. You could hardly get them to talk to you & would never call back. When you did talk to them they were very, very rude. I explained to them it was very hard on me to haul water & heat it because I was in a wheelchair plus I am 81 years old. That did not matter to them. Still did not know anything. Finally the tech called on the 20th. or 21st. & they told him they would not fix it. Needless to say this has been going on since Jan. 7th. & I still have no water. They advertise if it cannot be fixed, they will replace it "NOT". I would never recommend that company to anyone.

  Customer Answer

  Date: 02/22/2023

  At this time, I have been contacted directly by First Premier Home Warranty regarding complaint ID ********, however my complaint has NOT been resolved because:

  [I notified them that i was cancelling my contract like I was told to do. At the time they informed me I had to pay $75.00 plus $50.00 if I cancelled. I told them I could see the $50.00 but not the $75.00. I never heard any thing else from them but they didnot cancel because they are still taking the payment out of my bank. I called the bank an stop payment on them Thats the last I have heard from them. 

   

   

   

   

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

  Sincerely,

  *************************

  Business Response

  Date: 03/28/2023

   

  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:01/18/2023

  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 purchased a home warranty in August 2022 for a three year plan paid in full at time of purchase. I reached out twice submitting service calls for home issues that are covered under the warranty. The company never followed up, called, emailed, texted to try to help provide the paid services. I called again Jan3 2023 requesting my confirmation of my warranty (I had never received it after 5 months) I thought I had been scammed. that email is attached. This was also my second attempt to request service, this time for my leaking water heater. A plumber came out Jan 5 and the warranty company still hasn't followed up with that claim after paying the 45 dollar service fee. I tried called January 17 2023 to cancel the service and after politely speaking to someone abut my issue, I was put on hold and hung up on.

  Business Response

  Date: 02/17/2023

  To whom it may concern,

   

  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.

   

  We see on your account that a claims representative called you and left a message on 9/15/22 to submit your plumbing claim. If you would still like to put in the claim please reach out to our claims department which is 24/7 to submit your claim.

   

  Sincerely,

  ****

  Customer Answer

  Date: 02/22/2023

  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]

  Thanks for the response. But no one called or left any messages on my phone. I would still like a refund of the remainder of my warranty package. I have called and it is extremely difficult getting a response  

   

   

   

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

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

  Business Response

  Date: 04/25/2023

  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.

  In response to your complaint we see that you have received a confirmation email upon sign up. In regards to your complaint didn't fall under the guidelines of the policy as storage tanks aren't covered.

  G. Water Heater

  COVERED: All components and parts for gas and/or electric hot water heaters, including circulating pumps, except:
  NOT COVERED: Auxiliary and secondary holding/storage tanks; main, holding or storage tanks; expansion tanks; base pans; drain pans and drain lines; line restrictions; pressure reducing valve; sediment build-up; mineral and/or calcium build-up; rust and corrosion; combustion shutdown; color or purity of water; flues; vent pipes/lines; insulation and insulation blankets; heat recovery units; tankless hot water heaters; low boy and/or squat water heaters; solar water heaters including all solar components and parts; any noise without a related mechanical failure; holding tank failure and any other reported failures on the water heater as a result of the holding tank failure; racks; straps; timers; energy management systems; commercial grade equipment and units exceeding 75 gallons.

   

  If you would like to continue to cancel out your policy please call into our cancellation department to proceed with closing your account.

   

  Sincerely,

  ****

• Initial Complaint

  Date:01/06/2023

  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 inquired and purchased a home warranty Policy #***** opting to pay on a monthly basis for a one year term with the understanding that I would receive 2 free additional months of coverage IF i took out the home warranty, PER *******************************, the Salesman. The terms listed on my Welcome Letter says: 11/6/2021-1/6/2023 and the Plan says: Premier Platinum Plan Single Family 1 Year + 2 Free Months. Jan 4, 2023, I called Premier Home Warranty and talk with several people, and "Manager" "****". I asked **** why was I being charged a recurring Fee of $36.00 for Dec 2022 and January 2023 when I was "PROMISED 2 Free months of coverage? He said because I didn't pay for the entire year up front and choose the month to month contract that I was NOT Eligible for 2 free months)first time ever hearing). The salesman assured me that I would get 2 additional free months of coverage and that's what I was expecting, Nothing earlier was ever said if i chose the month to month payment option, the free months would be forfeited or I wouldn't be eligible. As a matter of fact; my WELCOME letter says that I would receive 2 free months of coverage. Empty PROMISES were made by the salesman to sell a home warranty. Why am I being held to a 14 month contract rather than a 12 month contract AND I didn't get 2 free months as promised? I sent a request on 1/4/23 to cancel my month to month coverage effective 1/7/23 and CLAIMS **** trying to force me to put in writing that I will agree to a ***** CANCELLATION FEE IN ORDER TO MOVE FORWARD WITH THE CANCELLATION CLAIMING PER POLICY. THE ONLY FEE I SEE UNDER CANCELLATION IS AN ADMINISTRATIVE FEE OF 50. If MY CONTRACT EXPIRES ON 1/6/2023 AND MY REQUEST FOR CANCELLATION effective 1/7/23 -Why a ***** fee? According to their policy under RENEWAL:, Since I'm month to month option, I should have been notified of applicable rate and terms of renewal during 10th month of agreement but WAS NOT and HAS not been notified as of today (See attachments)

  Customer Answer

  Date: 02/27/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding First Premier Home Warranty has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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