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:09/22/2022

  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.

  First Premier Home Warranty is a scam! Their level of customer service, efficiency, professionalism, and all other aspects communicating needs, claims requests, resolutions (or lack of) have been nothing more than sub par. I even requested to cancel contract with them today, and was argued with when I demanded a pro-rated refund for the months remaining on contract since there are at least 4 months remaining. *********************** *************-direct line) is who I spoke to, and he informed me no refund will be issued because after 30 days of initiating contract the rate is applied at "standard rate" (no where does it even list the "standard rate" suggesting company is fabricating information as they speak to members) therefore I would actually owe them a refund at this point. **** was extremely condescending towards me during the call, laughed when I said I was going to report them to BBB, and ended call saying "ok, bye". **** also never said he would proceed to cancel the service contract, and am concerned once the current one expires they will automatically renew, even though I sent an email requesting the cancelation as of 9/21/2022. I am surprised they are still functioning as a business. Please help to get them out of business as soon as possible, to avoid other people becoming victims of their scam.

  Customer Answer

  Date: 10/17/2022

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

  [Your Answer Here]

   

  The contract was finally canceled by email confirmation but I didnt receive any refund, and the company is still actively operating as a fraudulent company.

   

   

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

  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.

  We have emailed you a cancellation form to be signed on 9/23/2022, once that is signed and sent back the refund will be processed.

  If you need that form to be resent feel free to email *********************************
  
  

   

  Sincerely,

  FPHW

  Customer Answer

  Date: 12/13/2022

  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 emailed First Premier Home Warranty on 9/21/22 in order to cancel our service contract, and did not receive any response until I emailed again 1 week later on 9/28/22.  Please see attachment for the original email details. There was never any mention to fill out a cancellation form, nor did I ever receive one, once I received a response to confirm our service contract cancellation. Please assist me in receiving the cancellation form, so that I may receive appropriate refund as stated in the company’s response to the statement regarding this complaint.

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 12/16/2022

  To ****** :
  We apologize for any hardships you have experienced.
  Our records show our system sent you a cancellation form on 9/23/2022. If you need that form to be resent feel free to email ********************************* or reply to the last email you received from us. I have put in a request from my end to have the form resent to you as well. I hope this helps.
  Once you receive the form, fill it out and email it back to us.  
  Sincerely,
  FPHW
  
  

• Initial Complaint

  Date:09/21/2022

  Type:Order 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 this home warranty in February 2022 with the understanding that I could cancel at anytime if I was unhappy with the service provided. End of August I requested a service for my air conditioner to be fixed. It was continuously running for 10 days before they sent anyone out. They had a company come out that supposedly check my AC the tech told me I needed more refrigerant and theyd let home warranty company know. A few days pass and Im calling home warranty company to see whats going on I was told the company said nothing was wrong and that was that. I then said I wanted to cancel my warranty with this company. The representative put the manager **** on the phone I told him the same thing. He said to have a company of my choice come out and they would pay for it or reimburse me. I had a company come out I was 5 pounds short of refrigerant, the ******** valve was leaking and I needed to have my wires reinsulated. The 1st company never said any of this. I sent the invoice over as I was told to do. It amounted to $700. I spoke to **** again and he said he would see whats going on and to call back in 3 hours. I did as I was told and he said they were willing to pay $70 of the $700. I told him that was a slap in my face and I wanted my policy canceled effective immediately. I was told I had to wait for a call from the cancellation department. This was on 09/02/22. I called back on 09/07/22 because I had yet to hear anything. I was told my policy was never canceled and again I would have to wait another 48 hours. I finally get my cancellation agreement form where the home warranty company wants to keep $854 and refund me ******. I read my contract it said $50 per term and administrative fees. When I emailed back I keep getting the run around. The cancellation department doesnt know what fees are charged they just put the numbers in there and I have to call the billing department. When I do either no one answers or I get put on hold.

  Customer Answer

  Date: 10/16/2022

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

  Business Response

  Date: 10/20/2022

  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 our agreement states that the policy covers up to $10 per pound in Freon, which is on the generous side. 

   

  If you would still like to cancel your account, please email ***************************** and a cancellation agent will reach out to close the account.

   

  Sincerely,

  ****

  Customer Answer

  Date: 03/07/2023

  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 received an initial cancelation request, but when asked to explain why I would only be getting a certain amount and why cancelation fees were $800 I got the run around. Never once have I then or as of now received any information as to why the amount was that high.   

   

   

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

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

  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 the service agreement terms state that 

  A. Air Conditioning System
  Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
  COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
  NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to locked and/or open windings, line restrictions, filter driers; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment. We will pay up to $10 per pound per occurrence for refrigerant. You are responsible for payment of any costs in excess of $10 per pound.

   

  We have also sent you over a cancellation form based on the policy terms and the pro-rated time for your account as outlined in your policy.

   

  If you have any further questions feel free to call into our customer service department.

   

  Sincerely,

  ****

• Initial Complaint

  Date:09/20/2022

  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.

  My partner and I purchase a home warranty from First Premier. We paid for the policy in full. I am disable and do not have use of my arms. My washer and dryer went up and I called First Premier and put in a claim back in June 2022. A contractor came out to see what was wrong and we paid tow service fees. The contractor never came back because they were waiting on an approval from the First Premier. First Premier stated that they never received the diagnostic from the contractor. This went on from June to present. They reassigned my claim for the 3rd time to another contractor who never responded to my call and email. Yes, I said three times because the first time they assigned my claim to a contractor that does not offer the service I needed. I am seeking a total refund from my policy along with the service fees I had to pay, and reimbursement for the laundry I had to take to a local laundromat to get clean which is a total inconvenience to me being disabled. Also, the service that was incorrectly reported in the contract and I sent them proof and they never corrected it. I was to pay $45 and not $60.

  Business Response

  Date: 10/20/2022

  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 assigned the day you placed the claim. As stated your first claim has been approved and regarding the claim for your washer we have never received your diagnosis back from the technician. A claims manager has contacted the vendor to get the diagnosis. Please reach out if you would like to resubmit your claim.

   

  Sincerely,

  ****

• Initial Complaint

  Date:09/15/2022

  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.

  They promise you that you only pay your deductible and they cover the balance. I paid my deductible, called to follow up with claims department because they havent reached back out to the contractor, just to be told they will send me a check for a PRORATED amount and Im responsible for the rest. As of today I still have not heard back from the company regarding finishing the job. I was so upset that they were making me jump through hoops to get the repair I paid for done that I wrote a review about my experience. I spoke with "Reaco" today and he said that since I wrote a negative review that there was nothing they can do to...it's in their lawyers hands??? I called to speak with someone else and "*****" told me his name was "****". They would not let me speak with a supervisor to get the issue resolved. Everyone just kept passing me around to different people. I've spoke with ****, ****, *****, ***** (and ****) and I'm not able to get anywhere. I need my garage door fixed and at this point it appears I'm just out of money with a broken door. This company has a lot of bad reviews and needs to be looked into. It's not fair as a consumer to spend our hard earned money and not get the services we are due. This has to stop! Times are already hard enough and then you have companies like this out here taking our money based on empty promises.

  Business Response

  Date: 10/14/2022

  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 looking further into your account, we have received your claim Approval form back ON 9/18 and have processed the payment to close out the Garage Door Opener claim.

  Its safe to say that this has been resolved.

  Please reach out if you need further assistance.

   

  Sincerely,

  ****

• Initial Complaint

  Date:09/14/2022

  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 started a home appliance warranty from first Premier home warranty. And got the PLATINUM plan.(which you would think it would cover most everything). I called First Premier about an ** issue I have paid the policy in full $144.50 for 4 months and was supposed to get 2 months free. As I said I called for a ** tech to come out about my ** not working. The tech came out and was here for about 5 minutes and said to me that the coils were leaking Freon. He then said that the system would need to be replaced. The next day I called the company and they said that they still had not gotten any information from the tech and I would need to wait for that. I called back a couple of days later and the company told me the ** was NOT covered. I asked why and the agent named ************* me that not much on an ** system is covered through them (go figure) I asked that even with the Platinum policy it not covered? He said no! I then asked him for a refund and he said there would NOT be a refund but a $50.00 cancellation fee. I told him thats fine just send the rest to me he said no refund. I am lost as to the fact the an ** is not covered under home warranty Platinum policy. And then was treated like some dumb school kid and was read part of the policy to me and then told to read the policy because I apparently did not read the policy or I would have known nothing was covered. It did not say when I was first bought the policy. So read and ask lots questions before buying a policy from First Premier Home Warranty. You will get stuck paying for something you wont get.

  Business Response

  Date: 10/09/2022

  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.

  After reviewing your claim the diagnosis was for leaking and rusted coils, unfortunately that isn't covered under the policy. The policy has both inclusions and exclusions.

  If you would still like to cancel the policy please reach out to our cancellation department ************.

  Sincerely,

  ****

• Initial Complaint

  Date:09/14/2022

  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.

  My a/c stopped working. I called to have them send a tech to come out. The tech called several times and said he was coming and never showed up. First Premier asked me to get my own tech and call when the tech figured out what was wrong so they could speak with the tech. I called and they did not answer the phone so I had the tech do the repair. When I did reach someone, I was told they would only reimburse $102 (when the cost was $389). I was sent a cash in lieu of repair form. I returned the form via email on 7/27/22 with a copy of the repair invoice. I have called several times and was told it will take 30 days for the payment reimbursement. After 30 days I called and the person who answered the phone hung up on me. I still have not received reimbursement.

  Customer Answer

  Date: 10/08/2022

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

  Business Response

  Date: 10/09/2022

  To whom it may concern,

   

  After reviewing your claim we see that the cash in lieu form has been signed and was processed for AP for the reimbursement on 7/27. The check has been mailed out to the address on file on 8/24/22.

   

  If you have not received it please contact our billing department we can either wait 90 days to resend another or you can pay a fee to cancel the first check for $35.
  

  Either way we will be happy to help.

   

  Sincerely,

  ****

• Initial Complaint

  Date:09/13/2022

  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.

  Every time i call for service never complete fix problem.so I decided to cancel my policy.they refuse give me refund.then I call to **** of ************ card dispute amount $1100 some amount.after 10 month later I call to home warranty said your has been canceled no longer policy. They took my money.few month later I was all new 6 appliances because never fix complete.please help resolve my issues. Thanks

  Business Response

  Date: 09/29/2022

  To whom it may concern,

   

  In response to your complaint we have reviewed your account and you had 3 claims which have been APPROVED and one that wasn't.

  You have placed a chargeback with your card company and currently in the banks hands. Please reach out to them for updates.

   

  Sincerely,

  ****

  Customer Answer

  Date: 11/01/2022

  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:

  The bank refunded the money to the company. i have yet to receive a refund. 

   

   

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

  
  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.

   

  Since there has been a chargeback on the account, the account has been flagged and cancelled per the policy.

   

  Please contact your bank for further details. At this point there is nothing further we can do.

   

  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 have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Reason first premier home warranty didn't give satisfaction guaranty so I ask for refund refuse to give refund so I was filed  bank against to first Premier home warranty  company. Then after first Premier canceled my policy without my knowledge. I didn't received my refund yet.bank said gave Premier home warranty .

   

   

   

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

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

• Initial Complaint

  Date:09/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A charge appeared on my credit card dated 4/12 with amount of $574.99 from First Premier Home Warranty. This was not an authorized charge that I recognized. When I noticed the charge, I reached out to their number ************** on 7/27 trying to cancel the service that I did not sign up and have never used. I explained to the rep that I did not authorize the charge and needed this to be cancelled as I already have another Home Warranty. The rep tried asking me my current carrier and telling me how horrible they are. I told them please just cancel. He said someone will reach out about cancellation. On 7/28 an email was sent asking me to sign a form (attached) agreeing to cancellation with administrative fee of $421. After follow up messages with the company they would not agree to cancel without me paying $421. I do not believe this charge is justified as first I did not agree to sign up, and second, I never used any of their services. The administrative fee was ridiculous. I would appreciate further assistance and investigation from the BBB. The Policy # stated is #*****.Thank you.***** ****

  Business Response

  Date: 09/29/2022

  To whom it may concern,

   

  In response to your complaint, these allegations are false. After looking into your account this was an online order that was purchased through our website, In which you provided all your information as agreed upon with your IP address!

   

  We see that this account has been cancelled and closed out per your request.

   

  If you need anything further please reach out to *****************************

   

  Sincerely,

  ****

• Initial Complaint

  Date:09/01/2022

  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 are a contractor for first premier home warranty. The issue at hand is they don't pay the approved invoices.we have an e-mail showing the claim was approved and when one of us calls them to try to rectify this issue the person states they will send the provided information to the right person, but nothing gets taken care of.

  Customer Answer

  Date: 09/26/2022

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

  We did try contacting them again and sense we left a bad review the refused to talk to us about the issue.   
  
  Sincerely,
  
  ******************

  
  

  Business Response

  Date: 09/29/2022

  To whom it may concern,

  We apologize for the inconvenience as we have never had any payment problems with any vendors before. 

  In response to your complaint all of our approvals required a 5 digit approval code. Please send over the approved email to ******************************* so we can have payment submitted.

   

  Sincerely,

  ****

• Initial Complaint

  Date:08/31/2022

  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 the plan and paid $42 on 7/20/22. I was also charged on 8/20/22 for $42. I had to wait 30 days to file a claim, which I did on 8/22/22 for a plumbing concern. I filed claim #*** and was assigned a plumber on 8/23/22. However, the plumber never returned my call or came to my home. I called First Premier and they assigned another plumber, who also never returned my call or made an appointment. He even said the warranty company contacted him but didn't state they were a home warranty company. They seem to select contractors that are not professional, licensed, or highly rated. I called to cancel my warranty and was told to pay a $50 cancellation fee or face collections (even though they don't have my SSN). I told them I already paid $84 dollars and did not receive any service. All they did was waste my time. I paid the $50 to get rid of them for good. I also made them aware I will be complaining about their horrible service and warning others about them.

  Business Response

  Date: 09/29/2022

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

  We use all licensed, bonded and insured technicians, We see this account has been closed out and cancelled per your request.

   

  Sincerely,

  ****

  Customer Answer

  Date: 10/05/2022

  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:

  [Your Answer Here]

  I would like a refund back on the 2 monthly payments ($42 each) that I made and the $50 cancellation fee. I paid money even though I did not receive any service.  I was threatened with my account going into collections which is why I paid the $50 cancellation fee. I only had the service from 8/20/22-8/31/22. This complaint will be resolved once the total of $134. 

   

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

   

   

   

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

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

  Business Response

  Date: 12/20/2022

  We 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 what happened in this case. It is of paramount importance to us that we ensure the highest levels of customer service. 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 pulled all the records in your account. Your account was created on July 20, 2022, making the first day you were able to file a claim Aug. 20, 2022 - due to the 30 day waiting period. Why is there a wait period? Home warranties work the same way as an insurance policy, if you have a car accident you cannot purchase car insurance after the fact and expect them to cover the damages of the accident. That is why home warranty requires a 30-day wait period to ensure that the failure of the appliance or system is truly due to normal wear and tear and did not exist at the purchase of your policy as existing breakdowns are not covered. Those are the terms of your policy. After 30 days, you were able to open a claim. However, you are still responsible for all the maintenance on your appliances and systems. On August 22, 2022, 2 days after activation, you put in your first claim. This brought you into your second month of coverage.

  By filing a claim - you did in fact use our services (2  months). While it was unfortunate that a plumber was not able to service your breakdown and we apologize for that, it does not mitigate the fact that a claim was filed, claims intake and dispatch service was provided.

  You proceeded to request cancellation of your account and I quote from the *** you attached, in your correspondence, you write ...I will gladly pay the $50 dollar fee to be completely done with the policy. So, you agreed to pay the cancellation fees and your refund was issued.

  This matter is settled. Our cancellation policy is clear as stated on page 17, Section 7 subsection C of your policy, ...you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee and any service costs (including, but not limited to, any good will payments or settlement payments made to you) incurred by us. If we provided services and the amount is greater than the contract fees paid, then no refund will be due to you. All cancellation requests must be submitted in writing.
  

  To recap - you agreed to pay the cancellation fee as per your email and the refunded amount was for the unused portion of your policy. 
  

  We consider this issue settled as you are asking to go back on your word and what you agreed to agreement.
  

  Sincerely,
  ****
  

  
  

  Customer Answer

  Date: 12/22/2022

  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:

  It is unfortunate that this company chooses to conduct itself in an unethical way. I am thankful that I found a more respectable and professional company in which to conduct business. The good thing is the money I wasted with this company is insignificant. However, this company wasted too much of my time. I will never use or recommend this company, and Im sure many others agree. 

   

   

   

   

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

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