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:11/07/2022

  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.

  Transaction date:09/01/2022 Amount paid:$550 Dispute reason: I was on a call with sales rep about a home warranty plan.He took my credit card details and at the time of check-out changed the agreed upon terms and conditions. He was charging me more than what we initially discussed. So I ended up declining the transaction, and do not authorize them of payment. I then bought home warranty plan with some other provider.However, this representative saved my credit card information and send me a text message later on stating that he is using my card to buy the policy (I declined) I have evidence showing that I called him out for the unfair practice of saving consumers credit card to forcefully reach the sales target. I also reported this instance to the company,via their publicly available e-mail and asked them for a refund and immediate cancellation of the policy Business resolution: First they failed to respond to my e-mail where I asked them why am I held liable for a service that I clearly denied with the business and reported their unfair practice via e-mail.Then over phone call their cancellation *********************** said that he is aware of the issue, however will not refund me unless I take down my bad review from ******* The company is no longer communicating me over the e-mail and just taking phone call. Their cancellation policy states that a written request has to be submitted, which I did via e-mail even prior to the start of policy. Not refunding me because of the bad review I left, and trying to manipulate with an incentive is unfair. I request that you please look into this, and the evidence I have where I submitted formal cancellation request to the company and also sent them text messages reporting this and requesting refund. They saved my credit card info and have no proof that I signed the policy or authorized transaction over phone.Account Order: Policy/agreement number *****

  Business Response

  Date: 11/21/2022

  To whom it may concern,

  Regarding the above case, please see the accompanied Customer Consent Tab resulting in proof the customer agreed to ALL terms and conditions regarding our company policy. Furthermore, we are sending a copy of the cancellation policy that clearly states that cancellation requests must be submitted in writing. The customer does not have any said request to cancel as of the date of this letter; further refuting and demeriting the statement on the questionnaire that the Customer cancelled early. Nevertheless upon being contacted, the customer stated on a recorded phone call that the policy should remain in effect with no lapse of coverage. The recorded phone call can be sent in as well to your department upon request.

  The customer has also placed a chargeback on the account, which the funds are currently in the banks hands. If you have any further questions, please do not hesitate and reach us at ************************************************************.

  Thank you,
  *************************** **************************** Representative and Specialist

• Initial Complaint

  Date:11/04/2022

  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 filed a claim for my water heater. They chose not to pay for the replacement but agreed for them to cover $500 of the claim. I was not informed that they would take out the deductible. That upset me but after the grueling conversation I had to get as much as that wasn't worth more of my time. They are SUPPOSED to send me $440. I signed the agreement they sent over and said it would take up to 40 days. Every time I ask where the check is, they keep saying it won't be sent out until the following week. It has never come and this is the second time they have told me "next week". I asked for a refund on the policy and they tell me all of the fees would make it almost the amount of the refund. I have gotten no assistance with tracking numbers, nor a certain answer about where the $440 is, and I am stuck with a large out-of-pocket repair.

  Customer Answer

  Date: 11/28/2022

  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,
  
  ***************************

• Initial Complaint

  Date:10/26/2022

  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.

  In September a claim was filed for an air conditioner not working. The warranty company couldn't get a tech in our area so we were told to find one ourselves. We did and submitted the findings to the warranty co. The findings were a faulty compressor due to age. When I called the warranty company to find out the decision of the claim and I was told it was denied due to a "SHORT TO GROUND". I filed an appeal per the contract. I was told to find another tech to evaluate the air conditioner. Rinse/repeat, the tech found the same issue with the compressor, normal wear and tear, and noted it in the paperwork provided to the warranty company. Once the diagnosis was received by the warranty company, they accidentally called me thinking I was the hvac company. I directed them to the appropriate company phone number. A few days later I called the hvac company to inquire about the conversation and was told they told the warranty company the same thing that was in the diagnosis paperwork since it was cut and dry, normal wear and tear. A few days later I called the warranty company to inquire about the claim. The representative told me the second diagnosis from the second tech was "short to ground". I informed the rep that I called the hvac tech after he called and confirmed the findings and that "short to ground" was not it. The First Premier Hone Warranty representative became irritated and told me to provide 36 months of maintenance records. I asked the rep for a written statement indicating that both, the initial claim and appeal were denied due to "short to ground". He refused and became very aggressive to the point he told me to "turn on my listening ears" but caught himself before spittng out expletives. The call got to the point that I had to end the call because of his demeanor. This company has proof that my air conditioner, installed in ****, doesn't work due to normal wear and tear and cannot be fixed due to the age/ part availability.

  Business Response

  Date: 11/29/2022

  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. 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 and we want to work with you to resolve this matter amicably. A Senior Representative 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 have reviewed your claim more thoroughly. We have it documented in the diagnosis and that the technician stated on a recorded line directly to our Authorizations  Representative that the compressor failed due to an electrical issue; a short to the ground. The conversation was immediately noted on your account. As per the terms in the policy, Component short to ground is not covered.
  
  Please reach out to our claims department if you have any further questions.
  
  Sincerely,
  ****
  

  
  

• Initial Complaint

  Date:10/25/2022

  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 July 19th, 2022, I requested repair for my Kindle fire HD 10 notepad. My Kindle was included with the electrical package for computers and other home electronic items. I paid $60 for the service call. I had to make several calls to them regarding the replacement for my Kindle. After 60 days I received from Amazon and item that was ordered to replace the Kindle I had. The Kindle that they sent me was not compatible or comparable to the one that I had requested replacement for. After several attempts to have this rectified, they decided to send me a check for $200 to purchase a replacement for myself. It has been a month now and I still have not received the $200 from them I've called on several occasions and spoke with an agent name ******************. I spoke with him in the beginning of the month, stated I should be receiving the check within the next two weeks; it's now October 24th I have not received anything to replace my Kindle and I'm still waiting for the $200 check. I really would like to close my account and receive all the monthly payments paid, since opening this account in March 2022; plus, the $60 for the service I have not received. In addition, I would lik to cancel my because every time I call, I get the run around. I am very disappointed with this service provider.

  Customer Answer

  Date: 11/21/2022

  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 did not hear from the company regarding the complaint. Instead, I contacted their office because I stopped the last payment to them after waiting several months for them to resolve this situation. I inquired about the $200 check they stated would be mailed to me after signing the release form.  I was told to make a payment and they would send me the check.  I spoke with *** ******* the agent who has been handling this case. I told him I would not make another payment until I receive the $200 to purchase the electronic notebook that they could not repair.  He told me to make a payment, and they would put the $200 on my credit card.  I explained to him, I will not keep paying them $117 a month for services and not be obliged. This case has been going on to long, and I do not trust that they will put the money on the credit card.

   

  Sincerely,

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

  Business Response

  Date: 12/09/2022

  To Whom It May ************** 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 pulled your file and looked into it in more detail. I have found that we have a signed and accepted cash in lieu form, from you, on file. A representative spoke with you to let you know how long that might take to process, anywhere from ***** days and that we would issue it onto the card we had on file. When you initiated the stop payment, you also cut off the means by which your refund would be processed. You also put your account on hold because of non-payment. Our representative asked if you could update your information, so that we can take the hold off your account and process the refund. Our system cannot process accounts that are on hold or frozen.
  It is my understanding that you refused the refund? We would like to settle this matter.
  
  Sincerely,
  ****
  
  

• Initial Complaint

  Date:10/21/2022

  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 8/25/22, I entered into a no penalty 30 day review period for 3 home warranty policies and made an advance payment of $581.00.On 9/22/22, I contacted the company by phone to request cancelation of the policies. I was advised to send an email to the claims department to request cancelation, which I did. This date was within the fully refundable 30 day review paid.On 9/26/22, I was charged an additional $37.99 eventhough I had requested cancelation several days prior. To date, I have not received a refund of the monies paid. On 10/22/22, I will be sure an additional 10% in accordance with contract terms for ************* residents.

  Customer Answer

  Date: 11/15/2022

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

  Business Response

  Date: 11/21/2022

  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 ** 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 have sent you a cancellation form that is yet to be signed to terminate services on 9/24/22 and close your account. Please sign and send it back at your earliest convenience so we can process your refund.

  If you would like for ** to resend the form, please email *****************************

   

  Sincerely,

  ****

  Customer Answer

  Date: 11/22/2022

  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 

  I have never received a cancellation form to complete even though I requested cancellation on 9/22/22.

   

   

   

   

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

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

  Business Response

  Date: 05/12/2023

  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. 

   

  After reviewing your account a cancellation form was emailed 9/22/22. A chargeback was placed with your credit card company. At this point in time you would have to reach out to your bank for an update.

   

  Sincerely,

  ****

• Initial Complaint

  Date:10/19/2022

  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 renewed my policy (#*****) with First Premier Home Warranty in June 2022 (contact *******************). On October 16, 2022 (Sunday) my AC system was not working so I call the main number ************** to to place a service call and pressed option 3 to request service. After almost 1 hour no one answered my call (just annoying music). The fact that no one answer my call is a violation of my contract; policy states 24/7 service.I contacted (approx. 8am) them again on October 17, 2022, and their answering service took my call and said the office opens at 9am; I also emailed them on the same day. Interesting enough I called a number from their website regarding a quote and got someone immediately. And all that person stated they could do was take my information and attempt to escalate my call.As of the evening on 10/18/2022, I have not received a call regarding my service request, and per my contract with them they are not fulfilling their obligation of 24/7 service.

  Business Response

  Date: 11/21/2022

  To whom it may concern,

   

  In response to your complaint we see that a refund was credited back to the original form of payment on 10/31/2022.

   

  Please let us know if you have any further questions.

   

  Sincerely,

  ****

  Customer Answer

  Date: 11/22/2022

  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:

  Renewed my policy in June or July of 2022, and when I requested service my calls where never answer or processed as advocated by the policy.  I then had no choice but to get the repair done on my own and when I attempted to cancel my policy some called back and initially resisted my request.  Eventually **** accepted my cancellation, but to almost 80% of my full payment (approx. $435) and only returned $113 dollars of my fully payment.

  Per the contract/policy, they do state an administration fee of $75 would be assessed for cancellations, so the amount they to as an admin fee is ridiculous.  And in order to receive any money back I had to agree to a credit of $113, so I really did have a choice but to accept the credit.

  This company operates in a deceptive practices; look at the BBB reviews as well as ****.  And now I have first hand experience to confirm what has been reported on BBB and ****.

   
  

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

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

  Customer Answer

  Date: 12/06/2022

  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 took more of an Admin fee than advertise.  They essentially put my back against the wall to accept their offer.  This is the worst Home Warranty company I ever dealt with and they do not adhere to policy agreements.

   

   

   

   

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

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

  Business Response

  Date: 03/20/2023

  To whom it may concern,

  Please refer to the cancellation section in your terms if you have any further questions.

  Your account has been closed and credited after receiving your signed cancellation form. We consider this matter closed.

  Sincerely,

  ****

• Initial Complaint

  Date:10/19/2022

  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.

  On about Oct 3, 2022 my property manager *************************** (***) informed me that my dish washer had malfunctioned perhaps due to age. Thus, I called First Premier Home Warranty (****) to resolve the issue since I have the PLATINUM warranty coverage service. Understand that *** had already contacted **** in which the organizations scheduled an appointment to meet at residence (***** **********************, **********, ********) and the **** technician failed to show. However, when I called **** about this missed appointment the customer service representative lied to me about this ordeal, and I found out later when I called **** again on 10/07/2022 that their technician never showed up at the residence and they went off the *** dish washer technicians analysis. Then this **** customer service indicated in extremely broken English that the dish washer would not be covered because some coils had gone bad, which is customary with old electric water operated appliances that will never last forever. Then I asked to speak with a MANAGER and the **** customer service representative never came back to the phone. Thus, I felt used by **** and abused as if a criminal had robbed me of the $1,143.18 insurance coverage fee without even using a gun. This white-collar business fraud case really hurt me since I am a 30-year military police leader that has fought in several wars that enabled American Businesses to function in a peaceful environment; yet, some veterans that make this happen are unethically abused by many American corporations. Thus, my business resolution is for **** to procure a functional dish washer for the insurance covered residence since this is the platinum service I paid three payments of $381.06 totaling $1,143.18 to warranty household appliances, etc., back in October thru December 2021 or **** can reimburse ME for the Dishwasher and Installation Cost I must pay *** to repair.

  Customer Answer

  Date: 11/15/2022

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

  USAF/SF/CMSgt

  Business Response

  Date: 11/21/2022

  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 looked into this further and the claim was assigned 48 hours later. Property manager ended up stating that they will use there own licensed technician to diagnose the unit.

  We can have the claim resubmitted and tried to get something reimbursed through our mediation department as a goodwill payment, even though this fell under an exclusion in the policy.

  Please email ******************************* ************************** Reference: *****

  Sincerely,

  ****

  Customer Answer

  Date: 11/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,and find that this resolution is satisfactory for now.  However, my ********************************* **************************** will contact **** via the information provided to attempt reimbursement for the new dishwasher.  When we receive a reimbursement then I will be satisfied.  
  
  Sincerely,
  
  ****************************. **
  
  *******************

  
  
  
   
  

  
  

• Initial Complaint

  Date:10/18/2022

  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 about Oct 3, 2022 my property manager *************************** (***) informed me that my dish washer had malfunctioned perhaps due to age. Thus, I called First Premier Home Warranty (****) to resolve the issue since I have the PLATINUM warranty coverage service. Understand that *** had already contacted **** in which the organizations scheduled an appointment to meet at residence (***** **********************, **********, ********) and the **** technician failed to show. However, when I called **** about this missed appointment the customer service representative lied to me about this ordeal, and I found out later when I called **** again on 10/07/2022 that their technician never showed up at the residence and they went off the *** dish washer technicians analysis. Then this **** customer service indicated in extremely broken English that the dish washer would not be covered because some coils had gone bad, which is customary with old electric water operated appliances that will never last forever. Then I asked to speak with a MANAGER and the **** customer service representative never came back to the phone. Thus, I felt used by **** and abused as if a criminal had robbed me of the $1,143.18 insurance coverage fee without even using a gun. This white-collar business fraud case really hurt me since I am a 30-year military police leader that has fought in several wars that enabled American Businesses to function in a peaceful environment; yet, some veterans that make this happen are unethically abused by many American corporations. Therefore, my business resolution is for **** to refund ME for dishwasher installed by CPA for $625. Note that I paid for the **** platinum service and paid three payments of $381.06 totaling $1,143.00 to warranty household appliances and heating/air units, etc., back in October thru December 2021. Thus, **** must reimburse ME for the Dishwasher and Installation Cost managed by ***.

  Customer Answer

  Date: 11/15/2022

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

  Business Response

  Date: 11/21/2022

  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 that this claim was assigned 24 hours after submitted. Property manager ended up calling in stating they will use there own licensed technician for diagnosis. 

  Please send over the receipt to our mediation department as a goodwill reimbursement for this repair even though this is something that isn't covered under the guidelines of the policy.

  Please email ******************************* Attn: Mediation Reference # ******

  Sincerely,

  ****

• Initial Complaint

  Date:10/11/2022

  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 cant get a manager to call me back. I have called multiple times and no one is ever available to help. I have claim for $3,700 cost from Dry Force and they want to reimbursement me $129. They keep asking me to call back and speak with ********************* ************. He doesnt answer nor Return my calls. I purchased warranty on June 8th, 2022. Plan: Premier Platinum Plan Single On August 23rd I place a call to First Premier Home Warranty as it seems my sons bathroom was clogged. They opened a claim and told me someone will be assigned to the job. To allow 24 to 48 hours. I got an email with claim#**** with plumber info. Emailed received stated: They assigned me Plumbing claim to: Straight *************** **************** number is: ************. The company email address is: ********************************** I contacted ****** and he texted me on August 24th, he said he was going to come out Thursday the 25th. He rescheduled to Friday the 26th because he said he was in a fender ****** accident. When he showed up at our home on the 26th He said he needed to go to ********** to get some items. He came back a plastic snake and some products to unclogged toilet. He actually couldnt fix the problem and he created a black flow into the shower and the floor. Left the bathroom shower and floor full of dirty water, and told us to get a different plumber with an actual snake. I have videos and pictures on how bathroom was left. I called Home Warranty multiple times, they told me they will assign another plumber, and they never did. Then I called ********************************* plumber and their technician came out that Friday evening. They also told us that the water run under the house wood, and that was wet and a water restoration company will Have to clean and sanitized bathroom. We called emergency Dry Force. Called Home Warranty but answering service took my message Friday evening. No one ever called back. Dry Force took a week to dry out and sanitize. Asking to reimbursed for it

  Business Response

  Date: 11/21/2022

  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.

   

  Please email any receipts and forms to ******************************* so we can go the reimbursement route.

   

  Sincerely,

  ****

  Customer Answer

  Date: 11/22/2022

  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]

   

  I just emailed First Premier Claim and asked for the senior director, they asked me to call their ****. I am on hold to speak with the assigned person to my case, which so far no one seems to know who he/she is. I am still on hold. I have also gave them my cell phone number to call me directly. No one has reached out at all. 

  If they can provide contact info for the Senior Director name, email and phone number, handling my case, that will be helpful. 
  

  Nothing is resolved. 

  Sincerely, *** ******* 
  

   

   

   

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

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

  Customer Answer

  Date: 12/01/2022

  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:

  Home warranty referred me the plumber ****** with Straight Up Maintenance. This is an approved contractor endorsed by this home warranty who damaged my bathroom. I need to get full vendor information from home warranty, including his insurance policy. The damage was done while trying to unclogged a toilet and he didnt have the right tools. 

  I have requested info from home warranty and havent received it neither. They dont take responsibility, and when I called them the manager or senior person assigned didnt know anything about my complaint. ** *********************** was the same guy that never answered multiple calls. He just looked over my case and wanted to point guilt to someone else without any resolution. 

   

  
  

   

   

   

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

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

  Business Response

  Date: 12/09/2022

  We apologize for any troubles you have experienced.
  On 8/24 you received an email communication from our claims department with the technician's information. You should have all that information in your email records. Additionally, you called the technician and corresponded with them in order to make your appointment. In our understanding you have in your possession all the information you need to get in touch with the technician and a simple ****** search can get you any additional information you may want. 
  Please note that service technicians are independent contractors and are not employees or subcontractors of ****. In your policy under Section 7 You agree that we are not liable for the negligence or other conduct of the Service Contractor, nor are we an
  insurer of Service Contractors performance. You also agree that we are not liable for consequential, incidental, indirect, secondary, or punitive damages. as well as from Section 7T, and you agree to waive any and all claims for such damages, arising from, resulting from or related to any **************************** We ask that all our clients read and familiarize themselves with their policy as it explains all policies clearly.
  We apologize that our customer service reps ******* assist you, it might have been due to the fact that your claim is considered closed in our system. Correspondences outside of our claims systems, such at this one, are not recorded on your **** account records.  

  Sincerely,
  ****
  
  

  
  

• Initial Complaint

  Date:10/11/2022

  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.

  I recently purchased the 6 year home warranty from First Premier Home Warranty July, 2022. Two months after that in September I needed them to look at my HVAC because the air blowing was not as cold. I have been waiting for First Premier to find a repair man to come and provide the service. They had me call over 6 different companies and none of the companies was available or they did not do the service. Then they want me to find someone and do the hard work and ****** a company, which I dont have time to do. I have been trying to get service from them for the last 7 weeks and at this point I just want a refund so I can find a computational can actually assist with this issue. I have never had a home warranty that had you do the work for them. I just want a refund at this point. I am drained.

  Business Response

  Date: 11/09/2022

  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 have never received your cancellation in writing like it states in the policy.

  XII. CANCELLATION

  C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee for each unused term and any service costs (including, but not limited to, any good will payments or settlement payments made to you) incurred by us. In the event this Agreement is canceled any free months offered will be removed from the prorated refund amount. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you. All cancellation requests must be submitted in writing.
  ?

  We see that there has been a chargeback on the account and at this point it is in the banks hands.

  If you have any further questions reach out to our cancellation department.

   

  Sincerely,

  ****

  Customer Answer

  Date: 04/24/2023

  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:

  I did send an email stating that I wanted a refund a while ago because your company was unable to provide the service i required at the time I put a claim in and told me to get someone to do the job myself and the company would reimburse. If you wanted me to send a letter that is all the customer service representatives had to say, but they were rude and would say since I got a charge back I gotta wait two years for a refund which sounds ridiculous. When the customer service representative got me to sign up for the 5 year service and thank my daughter for her service because she is in the Active Duty Air Force for ****************************. Then as soon as theres a problem they treat you like c*** I have had anxiety dealing with these customer service representatives trying to get assistance with my refund. I could have sent any letter or whatever else they needed if they told me thats what is what was needed. They say they record their calls, so the manager should pull up the times I called from my phone number ************ and see how I was treated and not helped at all. They closed my account out in November 2022, without a cancellation letter or anything, so why I cant just get my refund since my account has been closed out. This is how the military and the family is treated. Just more stress added on . 

   

   

   

   

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

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