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:10/07/2022

  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.

  - We purchased a home warranty from First Premier on March 31st 2022.- It cost $514.99 - First Premier does not reply to phone emails for service requests - FP rarely responds to phone calls - FP does not send technicians who work with FP - FP falisifies technicians' reports, e.g.: - calling refrigerant r-134a Freon - declaring an easily repairable appliance a "failed system" despite technicians willingness to fix it - claiming technicians overcharged despite charging market rate for parts - FP will not cancel our policy despite multiple requests

  Business Response

  Date: 11/07/2022

  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.

   

  Our toll Free number is 24/7. I see that you successfully placed your claim and have been speaking with claim representatives. I don't see you having any issues with contacting us as I see on your account notes by representatives and technicians. 

  Attached is the diagnosis report as to the technician stating the fridge issue was a sealed system and that is something that doesn't fall under the guidelines of the policy.

   

  Sincerely,

  FPHW

• Initial Complaint

  Date:10/05/2022

  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 my platinum package home warranty with FPHW the first of June, 2022 with one add on for my water softener because the package covered everything I needed except the water softener so I paid the extra for that. I contacted FPHW on Aug 2 re my water softener had filled up with water and would not drain and submitted the claim. The service man from VIP plumbing came out and he stated the float was not working. A day later they informed me that they are unable to replace that part and I need a new water softener installed. The reason being is it is a whirlpool softener and there is no one in our area that works on these softeners and can't get the part. Well I explained this to FPHW and there response was they would not cover it. After several phone calls they asked me to email pictures of the softener. Then there response was that I needed to provide 36 months worth of maintenance records. I tried to explain with this softener there is no filter to be changed and the only thing that needs to be done with this softener is to make sure it has salt in it and to run a cleaner thru it every 4 to 6 months, which I do. They stated I could provide them w all my receipts of the purchases but I do not keep them. Also the float not working has nothing to do with maintenance it just wore out. I called several times stating I wanted to speak with a supervisor, underwriter or appeal their decision. I was informed that was not possible. I have the coverage listing that this company is supposed to provide for my package and for the water softener under uncovered no where does it say maintenance records need to be provided for 3 years or anything else that would cause them to deny my claim. One customer svc rep indicated that my softener was broken before I purchased my home warranty. This was incredibly insulting and I have plenty of witnesses that will state otherwise. And if that was the case it would not still be full of water because it would smell.

  Business Response

  Date: 11/07/2022

  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.

   

  After reviewing your account the underwriting department has requested maintenance records as the technician stated in the diagnosis that the unit wasn't properly maintained. 

   

  If you would like to appeal the decision please reach back out to our appeals department. The account is also on hold for non payment. Failure to pay the Monthly premium will result in suspension or cancellation of Agreement until such time as the proper Monthly premium is paid. At that time, the Agreement may be reinstated;

   

  Sincerely,

  ****

• Initial Complaint

  Date:10/05/2022

  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 my home warranty on March 20th, 2022. I reached out to First Premier April 28th, to get help finding an oven repair person. I called First Premier in April and they could not find an available repair person and they did not create a Claim # so they asked me to find one. I was also unable to find a repair person and I was preparing to give birth in July, so I contacted First Premier and asked for help again in early August. Again, they did not create a Claim # so I called back on August 16th, and they created a Claim August 17th, and they finally sent me the contact information of repair person. I called and emailed the repair person but they never got back to me. I asked First Premier for another recommendation and they delay responding as well. I finally tried to use my home warranty service and it was nearly impossible to get a response or help from First Premier. I requested a refund for lack of service and they said my refund was being processed. I called again and they could not find a refund request.

  Business Response

  Date: 11/07/2022

  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 a technician was able to go down to diagnose the unit, we have yet to receive the diagnosis back from your technician. Once we receive the diagnosis we can proceed with your claim. If you would still like to cancel your account please email *****************************.

   

   

  Sincerely,

  ****

  Customer Answer

  Date: 12/08/2022

  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:

  There was never a visit from a technician. The tech **** suggested never responded to my email, call, or text message when I reached out. I requested another reference, and none were provided. 

   

   

   

   

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

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

  Business Response

  Date: 03/16/2023

  After reviewing your account the form has been sent to you from our billing department on 12/21/22 we have yet to receive the form signed. 

   

  Once it has been signed we can issue a proper refund and close out the account.

   

  Sincerely,

  ****

  Customer Answer

  Date: 03/21/2023

  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]

  
  

   

  I see First Premier were willing to credit my account $42 and charge me $372 for doing so. They are who they are and I will not be an advocate for their way of doing business. I do not accept the pro-rated acceptance form and will not sign the document to pay them for poor service. 

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:10/03/2022

  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 9/1/21, I purchased the premier platinum home warranty protection plan (agreement *****) for $400 that I was told would cover most everything if it broke down or needed repairs. I was completely misled and have been scammed by this company. On July 1, 2022, I called in to file a claim (as I was instructed since I was told they were 24/7) on my water heater that wasn't working and leaking water out the bottom. It was 16 years old and needed to be replaced. They claim to be 24/7, 7 days a week, 365 days a year but you always end up reaching an answering service with some young kids that say they will pass the message along. No one ever calls or emails back. I reached an answering service all weekend being told the same thing when they tell you ***** hour turnover period. 1 week later and on day 7, I was still without water and no one being sent out. After waiting 1 week on them with no water, they then said they won't cover and follow through with their contract which state paying $500 towards replacement of unit. I would of hired my own contractor and had it done in 2 days if they would of told me that in the first place. Then, they threatened me with a lawsuit when I told them I wanted to cancel and get my money back. I asked to speak to manager/higher up and they refused to transfer me to anyone joking about me talking to *******************. As soon as you file a claim, they will find an excuse to not pay and cover it. I signed up September 1 of last year and that was my first time filing a claim and automatically rejected. Waste of money that won't cover anything and follow their contract. This company is a scam. Now they are refusing to cancel and refund me. After all this happened, they told me they would cover my next service call fee so I didn't cancel my contract. I called and filed a claim 9/29/22 about my dishwasher needing service. They said they don't cover parts now; only mechanical breakdown when they said opposite to me about my water heater. They won't cov

  Customer Answer

  Date: 10/28/2022

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

  Business Response

  Date: 11/01/2022

  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, **** reserves the right and may request prior years (3) years maintenance records or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $150.00.

  This was explained to the customer by both the service technician and a claims representative. Therefore the claim was approved for the maximum payout of $150.00.

   

  If you have any questions feel free to reach *****************************

   

  Sincerely,

  ****

  Customer Answer

  Date: 02/25/2023

  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]

  
  

  Everything i have said previously, still stands true. They have never attempted to call me to resolve this matter nor have sent me any payment for any of my claims. Now they will not assist with anything as my contract ended December 1, 2022 and i will not renew. My money was taken for the contract and service call fees, and they never covered anything or sent me any payment. 

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 03/20/2023

  As stated previously please call in to our claims department and ask for Sonny regarding your account.

   

  Sincerley,

  FPHW

• Initial Complaint

  Date:10/03/2022

  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 had 2 claims with them one for my microwave. I had a electronic sensor fail that sensed if the door was closed or not but they said that because it was the door that failed they could not do anything last I checked it was the sensor not the door. Then my dishwasher they denied because I did not have a water softener. Even though I perform maintenance on my dishwasher regularly Either by ****** at or dishwasher cleaner as I can show via Amazon recipes apparently if you dont have a water softener then your claims are not going to be covered. They will try to weasel their way out of paying for anything. Additionally it took 1.5 months to finally be denied for the microwave and 2 months for the dishwasher. No company was willing to work with them to get any repairs done either because they have such a terrible reputation.

  Customer Answer

  Date: 10/28/2022

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

  Business Response

  Date: 11/01/2022

  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 the claim has been approved and we have received your cash in lieu form. Your payout is confirmed and will be mailed within 15 business days from receipt.

   

  Please let us know if you need anything further.

  Sincerely,

  FPHW

  Business Response

  Date: 04/25/2023

  After reviewing you claim - we have it noted that you have received Cash in Lieu payment from **** towards your dishwasher claim. It clearly states in our contract in section 8S (see attached) that maintenance records may be requested. Unfortunately no amount of over the counter remedies can replace a water softener, which was lacking from the homes maintenance regiment it terms of dishwashers. Non the less, we tried to work with you and we have it noted that you did receive a payment towards your dishwasher. Once you signed the Cash In Lieu acceptance this claim is considered closed. 

  We have also added a free service call onto your account for any future claims to settle this complaint and reimburse your for your service fee.

  
  Please reach out to our claims department if you have any further questions.
  
  Sincerely,
  ****

  Customer Answer

  Date: 04/26/2023

  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:10/03/2022

  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 needed to find a different company for Home Warranty because another Home Warranty cancelled me with no notice. I went to First Premier today they said they would give me the same that I had at old warranty company and made comments about the company going out of business.I signed up with ******************************* over the phone. We discussed cancellation fees and he said there were none because I chose month to month. Email: *************************************** Phone: ******************** Phone: ************ Well something came up. I called a few hours after my conversation with ******* he was gone and I spoke to another person who told me that I can cancel but it will be $50. I said I did not sign anything or receive a policy. And I was told by ******* there was NO CANCELLATION FEE. He said you won't ever receive a policy I said what??? He said we are just going to use your IP ADDRESS. I was shocked that he said that to me and thought that I would not know he is SCAMMING ME!!! He kept asking me if I found another company I said maybe but I want to cancel with you and no amount of money or reduced fees will keep me with your company. Then I hung up. I also emailed ******* and request an immediate response from him. To cancel my account and credit me back the $40.28. I have always received a policy and a receipt by email. Instead all I got is some thank you letter and to refer to other people email and a charge to my account. Respectfully,***************************

  Customer Answer

  Date: 10/27/2022

  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.) I have received a refund I have not really heard from the company at all other than credit to my bank.

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

• Initial Complaint

  Date:09/29/2022

  Type:Product 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.

  Got home warranty from this company Needed repair done they refused to do so cancelled my contract they supposed to refund my money about $2000 ************ review about this casse now they told me that money have refunded to my bank but is not true called today and they said my account is cancelled and they cant do anything Please help me to have money back and stop this compqny to do bad business and ripping people

  Customer Answer

  Date: 10/25/2022

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

  Business Response

  Date: 11/01/2022

  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, your policy has been refunded back on 7/13/22 back to your original card.

   

  Attached is proof of the credit.

   

  Sincerely,

  ****

  Customer Answer

  Date: 11/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  
  
  My apology they did refund money to my account just spoke to the bank last time i called them they couldnt find
  Casse is closed
  

  
  

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

  
  

• Initial Complaint

  Date:09/28/2022

  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 December 06, 2021, I obtained a Home Warranty- from First Premier Home Warranty -The Premier Platinum Plan for Single family homes with contract # *****- Term Agreement: 12-06-21 through 02-06-23; Plan monthly fee $30.00 with service call fee $60.00. On *****-22 I called to get service on my A/C unit without any luck. I called MULTIPLE of times, only to get my calls disconnected and/or holding for hours... I called back on 07-23-22 and finally I spoke with **** and Agent#***, which told me I need to wait for ***** hours before I could get service and they would email the contractor that would be contacting me, After waiting 48 hours, I never received the email so I called back on 07-24-22 to only be told by *******, "I needed to call the contractor myself, because they have too many customers," which is not stated in my contract, page#6 "#III. Requesting Service," Needless to say, I never got serviced and was given the run around. I filed a formal complaint #***. At that time I spoke with **** regarding cancelling my warranty and he stated he understood and he would not be charging me the $75 Admin fee. On 07-28-22 I sent my letter cancelling my warranty requesting a FULL refund for all fees paid from ***** thru *****. . On 08-01-22 I called and spoke to the operations manager, *********************** which agreed to pay $150 Cash In Lieu of repair. I signed the agreement and sent it back 08-04-22. On 08-11-22 I spoke/w ******* @ EXT# *** which stated the $150 check was mailed on 08-08-2022 and instructed me to call back within a month. I called back 09-21-22 only to be told "they are investigating to see if the check has been cashed. After not receiving the $150 check from First P. Home Warranty they have, once again, breached their contract, TWICE. I am requesting a FULL refund for ALL FEES PAID to First Premier Home Warranty. FPHW has falsified their contract and needs to be thoroughly investigated for unethical practices and FORCED CLOSE THEIR DOORS.

  Business Response

  Date: 11/01/2022

  To whom it may concern,

   

  In response to your complaint after reviewing your account it specifically states in your policy there is a 48 hour turn around time.

  B. Upon request for service under normal circumstances, we will contact an authorized Service Contractor within two (2) days during normal business hours and four (4) days on weekends and holidays after you request service. The authorized Service Contractor will contact you to schedule a mutually convenient appointment during normal business hours. We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service. We will accept your request to expedite scheduling of non-emergency service only when a Service Contractor is available. If the Service Contractor agrees to expedite scheduling of a non-emergency service request, you may be required to pay an additional fee.

   

  You're claim has been approved, but both request of cancellation on 7/24/22 and failure to pay your monthly premium for 8/1/22 resulted in your policy to be cancelled.

   

  If you would like for the policy to be reinstated please call into our sales department and we can have your claim reimbursed.

   

  Sincerely,

  FPHW

• Initial Complaint

  Date:09/26/2022

  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.

  I tried to open a new claim, but first premier telling me repeatedly that they can only has one active claim at a time. This was not written in the original 3 years contract I purchased in 2021.The problem is that I rejected their cash in lieu offer for my Bosch Dishwasher (opened since August 3, 2022) of $304.09. This business starting to do cash in lieu offer that was not enough to either fix the problem or put in a new one (the lowest Bosch dish washer I can find is $657.86 including parts needed for installation, plus installation ****** and haul away $44.62 - total $1012.95). Even though I sent the rejection to mediation email on the contract, no one would contact me. By not fixing problems for months and not allowed you to open new cases, they effectively forcing you to accept their low offer. I did accept their low offers before because I can't wait any longer, but it only gets worse and becomes a pattern of business.This is the first time I file BBB complaint against a business.

  Customer Answer

  Date: 10/24/2022

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

  Business Response

  Date: 10/25/2022

  Dear *********,

   

  After reviewing your accounts with us we have to make it noted that 7 previous claims have been APPROVED to your liking. 

   

  In this particular case we see that the amount approved was for our cost via direct manufacture being the fact that you didn't want to wait the time for the replacement you elected the cash in lieu route.

  V. 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. FPHW 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 FPHW. We will not provide any cash settlement until all past due ************* Call Fees and Plan Fees are made current.

   

  Please reach out to our claims department if you have any further questions.

   

  Sincerely,

  FPHW

• Initial Complaint

  Date:09/26/2022

  Type:Customer Service 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 issue revolves around this company not fullfilling its contractual obligations and trying to bully a 90 year old women. Her HVAC unti broke down and she tried to get First Premier Warrenty to repair the cost of the unit as specified in the contract. First they claim the unti was not covered, second they never provided an approval of the work yet THIER own service provider stated the unti was cover based on the contract. As my Mom sufferes from an accute case of Asthma she needed to have a properly conditioned home. Afetr 10 days of waiting fro an approval they forwarded to her attention a new cotract document ( of which she never recieved prior to, and now are requesting maintiance records) Basically rhey are trying to get out of thier obligations and are taking advantage of the Elderly by not reponding , threatening tactics ( "we have ******* Lawyers") all in an effort to defraud her out of the money she paid for the services, repair work etc. What we want is to simply be reimbursed for the work conducted and the prorated amount of the contract that we will not use after October 2, 2022 since we are cancelling as of this date. We have reached out the AG's office in the ****************, you the BBB, and the ********** of ********* and ***************** which licencess such businesses in *******.

  Business Response

  Date: 11/01/2022

  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 this complaint, the policy indicates that "**** reserves the right and may request prior years (3) maintenance records and pictures the maximum payout on any system/appliance is up to $150.00

  This was explained to the customer by both the service technician and a claims representative. Therefore, the claim was approved for the maximum of $150.00.

  S. This Agreement does not cover any systems or appliances that have had previous repair or that require repair as a result of improper installation, previous repair, damage caused by any construction activity, improper wiring, inadequate or lack of capacity, power failures, power surges, overloads, missing parts, failure to properly maintain, failure to properly clean, neglect, misuse, corrosion, rust, sediment and any modification to the system or appliance. You are responsible for providing annual maintenance and cleaning by a licensed technician on covered items to ensure continued coverage on such items. Select reserves the right and may request prior years (3) maintenance records and/or pictures, without proper maintenance records and pictures the maximum payout on any system/appliance is up to $150.00. For example: heating and *********** require periodic cleaning and/or replacement of filters and cleaning of evaporator and condenser coils.

  If you have any further questions please do not hesitate to reach us at *****************************

   

  Sincerely,

  ****