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:12/09/2022

  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.

  Call on the Nov 30 for service of my washer was not working on the first a person came and check washer and dryer dound motor of washer need to be replaced and the heating elements of the dryer need to be change today got a email that they are offering $196.50 as a settlement for the claim and nothing else. In the contract they say fixed or replaced but this is not happening here specifically that when the Home Warranty was offered I took the years and paid everything in one shot due to discount where's customer service here this looks that they are trying to scam us need your help het should pay for a new washer and fixed dryer or a new dryer. Thanks for your prompt attention to this matter

  Business Response

  Date: 12/13/2022

  Dear ******,
  We apologize for any hardships you have experienced. We conducted an internal investigation to determine if there were any missteps. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint. A ** ************** has been assigned to this case and their finding are below:
  I went ahead and pulled up the claim you placed for your washing machine unit and your clothes dryer unit and reviewed the technician's diagnosis of the issues. The finding from the technician noted a problem with your washer motor in the washing machine and elements in the dryer unit. According to records, repairs to the dryer were approved. The washing machine determination was a cash in lieu of repair for the amount of $196.18; as per your policy: We reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which at times may be less than retail, to repair or replace any covered system, component or appliance. In the event a covered system or appliance is deemed irreparable or it is not cost effective to repair, we may replace the system or appliance with a system or appliance of like capacity, the price of which shall not exceed the depreciated value of the system or appliance being replaced. **** is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component, system, or appliance being replaced. In the event you elect to use the cash back funds to repair rather than replace your system or appliance, said system or appliance will no longer be covered by ****,
  The form was sent to you to sign and return. Once that is done, we can issue your payment. 
  Sincerely,
  ****
  
  

• Initial Complaint

  Date:12/08/2022

  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 signed up for a home warranty on 9/3/22 to cover my first home purchase. My first payment was made online 9/3. I received a call from someone the following morning, Sunday, telling me they didn't charge my card and that I needed to give my card information over the phone for them to process my account setup. I told him I wouldn't give me card info again, but then I received a voicemail 30 minutes later from a guy named ****, asking to give him a call so I could get my policy set up. The whole situation was very sketchy so I told them I wouldn't give my card information directly, they could either mail me a monthly invoice to pay or I would pay online. They didn't have any issue with this, so I assumed all was well. My invoice is due on the 4th of every month. on 10/4 I received a notification from my bank that a charge was attempted through First Premier but that it was declined. My card was not to be kept on file, so how they are attempting charges is beyond me. I then received texts saying my payment wouldn't process so I'd need to call and update my payment method. I called them, they stated this month I would need to pay over phone and then next month they would set up emailed invoices so I could pay that way. Again, I was assured it was taken care of. ********* I never received an email, nothing in the mail, no way to pay my invoice, but they tried to run the card I was assured would not be kept on file. They tried to run it 11/4, 11/10, 11/18, 11/27, 12/4, and 12/7. I called several times and was assured I would receive an emailed invoice. When I asked to speak to a supervisor to assure me it would be handled, I was hung up on. I didn't have time to call back until today, when I spoke to 3 different employees who told me 3 different things. I want a refund of all the money I've paid to First Premier because they have lied multiple times and will not offer any coverage due to their own billing issues. My policy number is *****.

  Business Response

  Date: 12/16/2022

  We apologize for any hardships you have experienced. We conducted an internal investigation to determine if there were any missteps. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint. 
  It is our standard practice to follow up with all customers on all purchases made online. We do this to  eliminate human error from account setup, to confirm the options you chose during check out, to connect you with your representative and to go over your coverage, to answer any follow up questions customers may have, and to confirm address and billing information. These extra steps we take to connect to our customers result in a high satisfactory rate and better understanding of the purchased policy.  
  We sincerely apologize for the mix ** in your billing. 99% of our customers are on an automated billing system. When you paid and signed up online - you would have been billed automatically, monthly. While our representative tried to accommodate your request (after the fact of already agreeing to automated monthly billing by purchasing your plan online) unfortunately we hit a small snag - as it is not a standard payment model.
  I reached out to your representative who told me he was able to figure out the email invoicing and it will be settled. Your coverage is active and you are fully protected. 
  Our billing does not reflect on our ability to cover your claims, should you experience a breakdown.
  Sincerely,
  ****
  
  

• Initial Complaint

  Date:12/05/2022

  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 with First Premier Home Warranty and the contract activated in October 2022. On November 30th I contacted them to request a repair for a garage door opener that had stopped working. I was told I would be contacted by a repair technician within 48 h. On Friday December 2nd after 48h had elapsed I called again and after a lengthy wait was told I would be called within ********************************************************************* experience. On Monday December 5th I was called by a supervisor at First Premier who demanded I take down the negative review before they would do anything to repair the broken door opener. He would not accept any other option. Therecis nothing in their contract that requires me to do this. This is completely unethical. I want my money refunded in full.

  Business Response

  Date: 12/19/2022

  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.

   

  In response to your complaint we see this claim has been assigned within 48 business hours to your email, you are to then contact the technician to schedule an appointment with him. 

   

  If you would still like to proceed with your cancellation please reach out to *********************** ************ and speak with Manager ***********

   

  Sincerely,

  ****

  Customer Answer

  Date: 12/31/2022

  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:

  Hi ********

  
  

  The company First Premier Home Warranty has not contacted me regarding this complaint. I've requested a full refund but have heard nothing back from them.

  
  

  **********************;

   

   

   

   

   

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

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

  Customer Answer

  Date: 02/15/2023

  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:

  The company is demanding that I sign a release (attached) and remove all negative reviews of their company before they will refund my money. This extortion began after they failed to deal with a broken garage door opener and I posted an honest negative review on ****** about my experience. They then refused to process my claim until I took down the review. First Premier Home Warranty is a completely unethical company that uses extortion to try and control reviews of their firm. Nothing in my contract with them precludes me from posting honest reviews of them. I won't give up my first amendment right to free speech to satisfy these scammers.

   

   

   

   

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

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

  Business Response

  Date: 03/08/2023

  To whom it may concern,

  
  We have responded back to your cancellation request and we have yet to receive the cancellation form not the release form that was emailed over to you.
  
  Once we receive that signed we will process your refund and close your account out.
  
  Sincerely,
  ****

• Initial Complaint

  Date:11/23/2022

  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.

  Company reps tell you all claims are covered but when you file a claim, it is not covered. When I called to cancel the coverage, "****" said he could help me with the $1,250 air conditioning claim, but I have not heard from him. Every time I call the rep wants me to call another department or states that it takes so many days for them to respond. This has been ongoing for about three months. So, I then started emailing the company. Emails are below:**** ******* ************************************ **** ***** *** * ****** ***** **** *** ************* *** *********** ** *** *** **** ***** *** ** *** ************** ** ************* **** *********** ********** ***** ******* ** *** *** ***** ** ***** *** ******************************* ********************* wrote:?My written claim was filed on September 30. The 20 calendar days have passed. To date, there has been no written communication from you. I have read the contract and replacing the A coil is a covered expense. I have called at least five times and get the same run around and lies. I have also requested cancellation of the warranty and reimbursement. Again, no response on your end. At this point, I just want the $1,250 that I paid for the repair, and I am asking that you mail me a check for that amount.

  Business Response

  Date: 12/06/2022

  To Whom It May ************** apologize for any dissatisfaction you have experienced. We take the utmost care to ensure that every interaction with our customers meets their expectations. We conducted an internal investigation to determine if there were any missteps. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint. A Senior Representative has been assigned to this case and their finding are below:
  I have reviewed your claim records. Our findings show that the diagnosis from the technician was not received in terms stating the reason for the need to replace the coils. Our claims department requires a diagnosis explaining as to why a part failed or needs to be replaced and supportive photographs. If the coils of a unit are leaking due to them being rusted out, this would not be a covered item under your policy; upgrades are also not a covered item. Our claims department never approved the replacement of the coils for the reason stated above. Please refer to the attached sections of the policy.    
  Sincerely,
  ****
  
  

  Customer Answer

  Date: 12/12/2022

  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:

  The agent told me I could use my own repair company, and all I had to do was submit a receipt for reimbursement. I submitted the receipt and did not hear from them again. I have also requested to cancel and be refunded, but they will not do that either. Below is email dated November 15, 2022. The company will not reimburse me for repairs, nor will it refund me for the policy that was paid in advance. Since the company will not honor its warranty, I am asking for the $450 I paid for the policy.

   

  On Nov 15, 2022, at 11:04 AM, ******************************* <*******************> wrote:
  
  
  

   

   

   

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

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

• Initial Complaint

  Date:11/21/2022

  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 submitted a claim on 9/8/2022 for my refrigerator. First Premier, said since they couldn't get anyone out for 3 days, I could call someone and they would pay up to $100. I was able to get Fix Thingz to come out the same day, the service fee was $129.00. I submitted my invoice, saying the compressor went out. I have called at least 7 times, today, 11/21/2022, I called and was told my claim had been denied, because seals were broken. Every time I call I get the same person, who refuses to give me his name, he just says this is First Premier, how may I help you? I asked who do I have the pleasure of speaking with and he says the same thing, this First Premier how may I help you? I asked if I could speak to someone else and he connected me to a lady, whom I neglected to get her name. But she says there is nothing she can do if the claim has been denied, I explained that my invoice that was given to me stated the compressor went out, and that he does not replace compressors. I called around and was told that they would replace my compressor, but more than likely it would go out again in a few months, due to the age of my refrigerator and it would be best to replace the refrigerator. I have now replaced my refrigerator, that I paid $2,700.00 that's with delivery and hook up. I asked her why would they deny my claim and not notify me or the reason is not even what is on the invoice. I asked her since, every time I submit a claim it's never covered, could I get any of my money back and she said there are penalties for cancelling and I would have to pay a fee. Really!!! that doesn't make any sense. I am attaching the refrigerator coverage section.

  Business Response

  Date: 12/02/2022

  To Whom It May ************** apologize for any dissatisfaction you have experienced. We take the utmost care to ensure that every interaction with our customers meets their expectations. We conducted an internal investigation to determine if there were any missteps. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint. A Senior Representative has been assigned to this case and their finding are below:
  I have reviewed the repair claim and have reviewed the technician's diagnosis. The technician diagnosis states the sealed system compressor is defective in the refrigerator unit. According to Section 5 Subsection C in your policy, sealed systems are listed under the non covered section of refrigerator coverage. Due to this diagnosis from the technician, the claim was denied and is considered close. Attached are the findings as sent from the technician.
  Sincerely,
  ****
  

• Initial Complaint

  Date:11/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/14/2022, I asked to cancel my policy with First Premier Home Warranty (****) due to numerous issues involving several denied claims, no return calls, rude and threatening customer service, and local technicians that stated they refused to deal with them. The person I spoke with at **** told me that cancellation service charges would be around $1400, contrary to what is stated in their brochure and conveniently exceeding the amount owed back to me. They said they would send me a cancellation form, but I have not received it. I want to cancel the policy and be refunded the fair amount owed, which is around $1160.04.

  Business Response

  Date: 12/09/2022

  Dear *************************:
  Our cancellation department sent you an email with the cancellation form earlier this week. Please return the form at your earliest convenience so we can close out your account. 
  Sincerely,
  ****
  
  

  Customer Answer

  Date: 03/01/2023

  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:

  1. I did not receive the form they mention in the answer they provided.

  2. The form attached here says a $75 cancellation fee when the original contract clearly states a $50 cancellation fee.

  3. They never addressed the exorbitant fees and miniscule amount of the refund offered.

  4. I have disputed this through my credit card company and have already been refunded what is owed to me by my credit card company.

  First Premier Home Warranty still appears to be playing games with their customers.  This is not a reputable company, and I still strongly feel that they are selling scam policies to new homeowners.

   

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

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

  Customer Answer

  Date: 04/17/2023

  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]

   The cancellation request was not reasonable.  They offered a trivial amount back citing phantom fees with no line item explanations.  We have asked for a fair amount back, and they refused.

   

   

   

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

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

  Business Response

  Date: 05/17/2023

  In response to your complaint we see a chargeback has been placed with your bank. At this point in time your policy has been cancelled and closed.

  Please reach out to your bank with for any updates.

   

  Sincerely,

  ****

• Initial Complaint

  Date:11/10/2022

  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 signed with this company on good faith that if they could not fix appliances they would replace it. Service technician said it would cost between $600 to $700 to fix my refrigerator. First Premier didnt want to have it fix and wants to give me $150.00 only. They to honor what they promised. Fix it or replace it.

  Business Response

  Date: 12/02/2022

  To Whom It May ********************* apologize for any dissatisfaction you have experienced. We take the utmost care to ensure that every interaction with our customers meets their expectations. We conducted an internal investigation to determine if there were any missteps. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint. A Senior Representative has been assigned to this case and their finding are below:

  
  I have reviewed your claim and reviewed the initial diagnosis from the technician in regards to your refrigerator not working. The technician listed 6 parts of your refrigerator that needed to be replaced or repaired. A 1) motor fan, 2) a gasket, 3) a timer, 4) a cover, 5) a hinge, and 6) a bracket. According to your policy, the motor replacement and defrost timer are only items covered. As itemized by the technician, the total value of the two covered parts (as per your policy) is $99.78+$48.63 for a total of $148.41. **** fulfilled its responsibility to cover the cost of these parts, which were itemized in the technician's diagnosis, and we were ready to send you $150 to cover the costs of those parts. Before we mail out payment, we asked you to sign a form and confirm your mailing address, which was mailed to you on 11/25/22. We are more than happy to send this payment out to you as it has been approved and only waiting for the returned signed form from you ******. Wed be happy to email it again or if you wish a physical mail via post we can accommodate that as well.

  
  Sincerely,
  ****
  

  
  

  Customer Answer

  Date: 12/05/2022

  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:

   

  That is not what they told me by phone. They told me not was the refrigerator already worked on by past owners. This was my 1st claim on refrigerator. They told me if they cant fix it they would replace it. I told them I would except coverage for the parts $400 no labor. 
  

   

   

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

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

  Business Response

  Date: 12/13/2022

  Follow Up on Dec 13, 2022
  ******************, According to the technician's diagnosis submitted, it is our understanding the unit is repairable. The technician writes There are several parts needed for this repair in order for this refrigerator to work properly. Some of the parts are covered by your policy and some are NOT covered, as noted in our previous response. Therefore we are covering the cost of  the total value of the covered parts (as per your policy) is $99.78+$48.63 for a total of $148.41. This conclusion is based on the technician's itemized diagnosis submitted to our claims department. We are ready to send you funds to cover the costs of those parts once you sign the form. We look forward to resolving this matter. 
  Sincerely,
  ****
  
  

• Initial Complaint

  Date:11/09/2022

  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 May 30,2022 speaking with ********************* I purchased 2 home warranty plans. A one year plan for ******************************************************************. Agreement # ***** $434.41. Second plan 5 year policy for *******************************************. Agreement ***** $1850.87.The plan waived the 30 day waiting plan because I switched from another company. ************** made the call to cancel my previous warranty service.I contacted 1st home on 6/24 to file a claim and was told I needed to wait 30 days. I called again 7-12-22 and the claim #***** was started. Middle ** Service was assigned to service my home. He came and did the inspection and that was it. Upon making numerous calls ( 13 I can document ) not including the servicing company.I filed a complaint 8-22-22 with BBB. First home lied to BBB and said the order had been completed. I contacted *** Falls of Middle ** Service ************** ) and he contacted 1st home. Every time I speak them they guarantee to fix my AC which was the claim. !st premier keeps saying the Tech has not submitted the estimate, blaming them.I absolutely think this is a scam! I don't want to speak them any more. I want a refund in full for both policies $2285.28. Also $800.00 the difference of 4 months electric bills because Air Conditioner wasn't repaired as my policy covered. You may speak *********************** ************ my Home Inspecter who will verify the unit was working when I moved in. You can speak with *** Falls Middle ******* Services, that First Premier assigned the job to. I will also make a report to BBB and Consumer Affairs .

  Business Response

  Date: 11/30/2022

  To Whom It May ********************* apologize for any dissatisfaction you have experienced. We take the utmost care to ensure that every interaction with our customers meets their expectations. We conducted 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 and we want to work with you to resolve this matter amicably. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint. A Senior Representative has been assigned to this case and their finding are below:

  
  In response to your complaint, we have reviewed your claim more thoroughly. We have found that currently, our claims department has requested proof of maintenance records for your HVAC system as it states in your policy (see attached photos). We are requesting maintenance records, since as written by the technician Middle Georgia Services : both systems need to be cleaned no other diagnosis can be done until the system is operable . Your policy coverage is for if any home system becomes inoperable due to mechanical failure caused by normal wear and tear as long as proper maintenance is executed. Furthermore, we do not cover or are we liable or  responsible for your utility bills. Please provide your HVAC maintenance records so we can move forward and settle this complaint. 

  
  Sincerely,
  ****
  

  
  

• Initial Complaint

  Date:11/08/2022

  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 submitted a claim to get my air conditioning fixed back in late June '22. The AC technician come out during the first week of July and said we needed a new compressor. He ordered a compressor and due to a supply shortage, it took 6 weeks for him to install it - this is now late August. Upon installation, you could tell that the compressor was not working because it made terrible, loud sounds when he turned it on. The technician ordered a new compressor and this time it took 2 more months for it to come in. It was installed in mid October and cost me $650 in labor costs.Then 3 days after it was installed, I could immediately tell that the compressor was not working. It literally sounded painfully loud, you could tell it was broken, and the air was blowing out warm. At this stage, I decided to just call a different technician outside of my home warranty to come address the problem. He could immediately confirm that they compressor was broken. In summary, it's taken 4 months and my AC is still not fixed. I called First Premier to 1) get a refund on the labor that I paid and 2) To get a buy-out on the claim. The case representative, ***********************, told me that they have every confidence in the original technician and there was nothing they could do to help me. They also said that not every customer will be happy and that they've never had a complaint about the AC technician. Mind you, I've already seen negative online reviews calling out First Premier and the technician by name, so that's a lie. Would you have confidence in a guy that can't fix your AC when it's 100 weather outside?I tried to escalate and speak with the guy's supervisor. At first he said he didn't have a boss - when he finally admitted that he did, he refused to give me his boss' name. "I don't have to tell you." This is getting beyond ridiculous. Why am I paying all this money for a job that can't even get completed correctly?STAY AWAY FROM FIRST PREMIER HOME WARRANTY.

  Business Response

  Date: 11/21/2022

  To whom it may concern,

   

  Regarding the above case, In reviewing this account 2 prior claims have been approved, we see this claim for the **** was approved and claim is resolved as well.

   

  It is safe to say that this complaint has been resolved.

   

  Sincerely,

  ****

   

  Customer Answer

  Date: 11/23/2022

  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:

  The business replied back to BBB that the claim was "resolved." After the 2nd new compressor was installed, I called First Premier Home Warranty to inform them that the ** unit was *still NOT functioning* and provided evidence that it was not working (e.g. I received a 2nd opinion from a different ** technician that I paid out-of-pocket for). Over a period of 4 months, the original ** technician provided from First Premier Home Warranty had significant delays due to 1) alleged supply chain issues 2) installing 2 broken compressors. As I noted in the original complaint, the first compressor was malfunctioning immediately after ** technician installed it and he had to re-order it the same day as the installation. During my last communication with First Premier Home Warranty, I told them I had lost trust in their ** technician after he installed faulty equipment and was going on month 4.

  While they said the claim was "resolved," my ** unit was still not working after working with their ineffective ** technician.

  
  

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

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

  Customer Answer

  Date: 03/06/2023

  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 Premier Home Warranty continues to say the A/C unit was fixed. Over the span of 3 months, the technician first installed a compressor that was broken, which had to be re-ordered immediately. The technician installed a 2nd compressor that was also broken immediately after being put in. After 3 months after failing to fix the A/C, you lose credibility in standing behind a technician's work by saying their "work has a guarantee." I voiced this over to you - only for you to lie and say this A/C was fixed. You've presented no evidence that the A/C was fixed. After the 2nd faulty compressor was installed, I got a 2nd opinion and have demonstrated that the A/C unit continued to be broken due to a broken compressor.  

   

   

   

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

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

  Business Response

  Date: 04/04/2023

   

  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 you had 2 previous approved claims.

   

  As noted your Hvac claim was approved for a cash in lieu payout which has been received.

   

  It is safe to say that your complaint has been resolved.

   

  Sincerely,

  ****

  
  
  

• Initial Complaint

  Date:11/07/2022

  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 entered into a Home Warranty policy with First Premeir Home Warranty (****) on 06-23-2022. I cancelled my policy on 08-21-2022 due to poor service. I notifiied **** this date of my cancellation. On 09-21-2022 **** sent a cancellation form for my signature agreeing to only returning $579. And the form also releases **** all all liabilities and legal claims. I email **** to give me a break down of the costs in writting. They would not do so.Break Down:Cost of policy = $1125 for 42 months 2 Months of service = $53 Cancellation fee = $50 **** is only refunding = $546 Plus I must releive them of all liabilities **** owes me $1022

  Business Response

  Date: 11/21/2022

  To whom it may concern,

   

  In response to your complaint we are still waiting for your signed cancellation form. In regards to your question to the cancellation breakdown, please refer to your agreement that was sent upon signup. 

   

  If you would like a breakdown feel free to call our cancellation department at ************ during normal working hours.

   

  Sincerely,

  ****

  Customer Answer

  Date: 11/30/2022

  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]

   The cancellation  form sent to me from **** does not reflect the corrert amount owed to be refunded. I have made several request of **** for a written line item statement of all the cancellation fees they have take.  They just refused and hung up.  

   

   

   

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

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

  Business Response

  Date: 12/14/2022

  Dear *******:
  We apologize for any hardships you have experienced. Hopefully I can clarify things for you today and settle this matter. I checked back into call records and your account notes. I have it in our records that you did in fact speak with a representative regarding your cancellation and at your request, they went over the item breakdown of the cancellation refund. I can review the cancelation policy with you now so you have it noted. Your initial payment was $1125.00. The refund was calculated by subtracting your initial payment  the 1) pro rata standard contract fee rate for the unexpired term amount, and the 2) cancellation fees and other fees incurred, per year of policy comes out to a refund of $579.  
  Sincerely,
  ****
  
  

  Customer Answer

  Date: 12/18/2022

  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:

  [Thank you for the clarifications however they are unacceptable.  

  Your records of a representative reviewing the cancellation policy with me is false this did not occure.  I told your representative I needed a  written line item by item of charges,   (no general grouping of items),  He refused to do so and hung up on me.  A verbal review is not acceptable.  I had not seen the cancellation form in the contract. I do not agree to the written terms at the bottom of the form as the form sent to me does not reflect the correct amount owed ($1022).  I only had the policy for (2 months) and you are charging me $546.00. Not acceptable!

   (Cancellation form is an attachment of this BBB complant).    You do not have the wright  to hold my money it is not yours.   Your company owes me $1022.   

   

   

   

   

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

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