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: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 am a senior citizen in **************. I called on Tuesday, Aug 23rd to see about my AC. The technician came out on Wednesday and advised that the evacuator coil needs to be replaced. I waited until Monday, Aug 29th for a decision. Is this what you have in mind? Have someone wait 5 days?? Its 88 degrees inside my house. Finally today I get the news that the claim is denied. I currently cover 5 (yes FIVE) properties with First Premier Home Warranty and have not had a good experience.Also, this is the only home warranty company I have ever dealt with that doesn't provide approvals 24/7. Apparently they don't work on the weekend, causing me to wait 5 days to hear anything. They do hot update you - it is up to you to contact them every step of the way. The evacuator coil should certainly be covered - it's in the attic, not outside. The issue was due to copper touching aluminum - nothing within my power to correct. The consumer does not benefit with this home warranty company. Today I am paying over $2000 to have something repaired that should have been covered by *****

  Customer Answer

  Date: 09/25/2022

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

  Business Response

  Date: 09/29/2022

  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.

   

  You were offered a settlement via email. Please follow the instructions in that email to confirm its acceptance. 

   

  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 with this company 6/29/22 for home warranty with appliances. Within 15 days I was wanting to cancel but ***************** promises me that they were the number 1 in the country of replacement if something was broke or not work but at least try them out. I submitted my first claim 8/1/2022 about my a/c is not blowing cold air. My pregnant wife and my 5 year son waited for them to contact us about our claim. The first week went by they told me that they were processing the check. The second week came and they said the technician have send in his report. Then the 3rd week came by I called them because I havent heard from them. The *************** told me that my claim was denied due to a electrical issue which they dont cover. When I asked to cancel my policy it took them 2 days for them to send a cancellation form. 8/17/22 is when I signed the form. They charged me $321 for 3 months which it only been a month in a half. I tried to explain but *********** ends up hanging up the phone. This company is the worst Ive ever dealt with. Didnt realize how many poor reviews this company had before signing up! Just wanted to let you know and thank you

  Business Response

  Date: 09/29/2022

  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 your account has been cancelled and closed out per your request.

   

  Sincerely,

  ****

• Initial Complaint

  Date:08/30/2022

  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.

  My ** stopped blowing cold in May 2022. The assigned contractor's diagnostic, which he and First Premier Home Warranty (****) refused to provide to me in writing, indicated the need for Freon only. I paid $680 (including $60 service fee) and **** paid $155 to the contractor. On July 1, the ** went out again. I called **** and they advised me to call the prior contractor, who upon contact, requested I file new a claim. Due to holiday, **** was next back in the office on July 5. My claim was assigned to a different contractor, who came on 07/07. His verbal summary was that the motor was worn out, needed replacement, which should have been caught by the prior contractor. After 1 1/2 weeks of my repeated calls to **** for a decision, numerous promises to call me from reps and manager, ****; on 07/18, I received a verbal denial: burnt out motor and electrical wiring issue, as the electrical wiring 'no coverage' clause applies to the ** unit rather than just the electrical wiring internal to my residence. **** advised me to submit a second opinion. So, I hired a contractor who came out on 07/20. His diagnosis was a worn-out motor due to age, which could be replaced, but he recommended a new ** unit. I forwarded the contactor's email and pictures to **** and after many more calls, I was told on 07/25 that my grievance was denied because my contractor confirmed their adjuster's original determination: burnt out motor and electrical wiring issue. The next day, I requested a refund ($408.28 annual contact - $155 **** paid on claim) by replying to their salesman's (***********************) September 2021 welcome email and, using a link within the email that goes to their website, I requested a refund and submitted constructive feedback. The next day, I was told my account was locked due to submitting the feedback and my refund request denied until I rescinded it. This retaliatory action is indicative of how **** operates and treats customers. Please assist me in obtaining a refund.

  Business Response

  Date: 09/22/2022

   

  Dear *************,

   

  Thank you for your recent correspondence.  If you wish to cancel your account, please email ***************************** please indicating your intent to cancel so they can process this for you.

   

  Sincerely,

  ****

   

   

  Customer Answer

  Date: 10/01/2022

  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:

  Per the BBB, response, I sent an email to First Premier Home Warranty (****) and received a response directing me to call their cancellation department (see attachments). The number provided is the **** main phone number, option 3 is for customer service. Upon my call on 09/30/2022, representative, ****, seemed confused as to why I was calling and put me on hold several times after I informed him his office directed me to call in response to my email requesting to cancel my account and receive a refund. After he came back on the line, he told me ***** was not available, then took my phone number, stating ***** would call me back later. ***** did not call me back by end of business yesterday. I'm not surprised, as **** has NEVER called my back during the timeframe of the issue(s) concerning my BBB complaint, either when I requested one call me or when a **** rep told me one would call to assist in resolving my issue. 

  My contract with them expires on 12/15/2022 (one year, 10/15/2021 - 10/15/2022, + 2 free months). To resolve my complaint, I reiterate the request in my BBB complaint, that **** cancel my account and provide a refund of $253.28, which is the $408.28 annual fee less their $155.00 payment on all claims under this contract.

  Sincerely,

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

   

   

   

   

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

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

  Business Response

  Date: 12/13/2022

  To **************, To clarify, we were referring to the **** claim payout of $155. There are no other payouts or checks in the system for your claim. As stated in the previous response, with the service costs, payouts on the policy and time used on the policy there is no refund. I am attaching the cancelation clause of the policy in this response. 
  Sincerely,
  ****
  
  

  Customer Answer

  Date: 12/17/2022

  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:

  BBB. Shame on you and your agent for letting this company take advantage of your lack of initiative to resolve my complain and continue to condone the condescending behavior from this company. The original reason for this complaint is because of the lack of professionalism and untrustworthiness in dealing with my claim. I submitted a valid third party assessment of the work they denied service upon and this company continued to deny coverage based on the same denial reason, which was contradicted by my third party contractor findings.  /

  
  

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

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

• Initial Complaint

  Date:08/29/2022

  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 initial started the plan on July 27,2022 and speaking with 2 different representative said we would have no problem canceling with in our 30 day grace ****** and they were both playing upon our military 25 year service! On Aug 27,2022 we called to cancel this policy , just not wanting it. When we called they are rude, threatening and wanting to charge us over ****** to cancel a ****** policy that we already paid for! Never used any of the service or warranty!!! They will not refund our money back!! They are extremely rude!!!! Do not use this company!! Military people stay away!!! They are scammers!!! Never told us anything like this to cancel policy!!! Said, it would definitely not be any kind of problems- now they even talk about the employee ***** and said she doesnt run our business when I told him I had called her to cancel policy! Also I contacted ********************* the very first representative to notify him on Saturday so they wouldnt try and say we was out of date!!!!

  Business Response

  Date: 09/22/2022

  Dear ***************,

   

  We understand that you spoke with a member of our department and had this account cancelled and payment refunded. Is it safe to say that this matter has been resolved to your satisfaction?

   

   

  Sincerely,

  ****

• Initial Complaint

  Date:08/22/2022

  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.

  This warranty company sent someone to my house to fix my AC unit. I paid out of pocket for the repairs with the suggestion of the warranty company customer service rep. I was sent a form to receive the cost back, and was instructed on how to complete the form with the instruction to attach the PAID receipt. I did exactly as I was instructed per the form. I contact the company to check the status of my refund and was told to call back on August 21, 2022. I called back on August 22, 2022 only to be told that I need to check back in 3 days and for the billing department. I then asked why and was put on hold. A person checked to see if I was still waiting and back on hold I went. I was then connect to Billing the department and placed on hold again. I was told to check my mail and call back if I don't receive anything by the end of the month. No resolution at all. This has got tot be fraud.

  Customer Answer

  Date: 09/15/2022

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

  Business Response

  Date: 09/16/2022

  Dear ********,

   

  After looking into your account we have seen that the credit was refunded back to your original card. 1st credit 5/28 for $2.91, 7/1 for $43.54, 7/28 for $43.55.

   

  We have attached screenshots for your records as well.

   

  It is safe to say that this complaint is resolved.

   

  Best,

  ****

• Initial Complaint

  Date:08/22/2022

  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 filed a claim #**** with First Premier Home Warranty July 5, 2022. The policy # is *****.I paid a premium $412 in August 2021. I want my $412 refunded to me ASAP because of the terrible experience with the First Premium Home Warranty.I filed a claim for my ** Above Stove Microwave with First Premier Home Warranty July 5, 2022. I paid $50 for a service contractor to come out. The contractor said that Microwave could be fixed, but I would be very expensive, and advised a replacement. I was impossible to reach anybody. I talked to ****, the claim department manager, but he was not helpful .*********************, Senior Account Executive , was not helpful either.Finally, last week, First Premier Home Warranty said that they were going to give me only $91.76 towards a microwave, because it was too old. I can't replace an above stove microwave for $96... I purchased this warranty because I am a new home owner. ***********************, a claim rep, said they are very generous...Not really?? I didn't have a working microwave for 45 days...First Premier Home Warranty didn't commit to help me and didn't try to resolve the problem, therefor I would like my $412 refund ASAP

  Customer Answer

  Date: 09/15/2022

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

  Business Response

  Date: 09/16/2022

  Dear *****,

   

  In response to your complaint we have looked into your claim and this claim was approved for a cash in lieu of repair.

   

  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.

   

  If you would still like to cancel your policy. We have also sent you over a cancellation form once that is signed we can process your cancellation.

   

  Best,

  ****

  Customer Answer

  Date: 09/21/2022

  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 need $90 for the

  microwave  paid to be first ,and then cancel .

  thanks 

   

   

   

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

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

  Business Response

  Date: 10/20/2022

  Dear *************,

   

  Thank you for returning the signed cash in lieu form regarding your microwave claim. This has been processed to our ** department.

   

  Please allow up to 30 days for the check to be received to the mailing address on file.

   

  Its safe to say that this has been resolved to your satisfaction.

   

  Sincerely,

  ****

• Initial Complaint

  Date:08/18/2022

  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.

  I took out this Home Owners agreement on 7-20-22, paid them $457.29 that date with the understanding I could cancel within 30 days and receive a full refund. The cancellation clause states I may cancel this agreement within 30 days of the order date for a full refund of the paid contract fees, less any service costs incurred by them. Upon cancelling the contract I was told the service fees would be $350.00 and I would receive a refund of $107.29. The cancellation date was 8-17-22. They insist I sign a Pro-rated balance acceptance form. No where in the cancellation portion of the agreement does it state a $400.00 service cost amount. The cancellation department gentleman was rude and offered to lower the service cost to $350.00. I want this agreement cancelled as of 8-17-22 and a full refund of the amount paid.

  Business Response

  Date: 09/11/2022

  Dear ******,

   

  We do regret your frustration however upon review of your claim we do see that you spoke with a Supervisor and she explained to you that your next service call will be Free and you were satisfied, this has been added to your account.

   

  Please let us know if you need any further help.

   

  Sincerely,

  ****

  Customer Answer

  Date: 10/04/2022

  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:

  
  
  When I took out this Agreement I chose to pay three payments of $457.29 instead of monthly payments.  After talking to four HVC Companies, each telling me they would not work with First Premier Home Warranty because of their slow pay habits and was put on hold for a long period of time.  I decided to cancel this agreement the very next day.  I talked to three people each saying they were a supervisor.  The first said a cancellation fee was required of $450.00.  The second said a cancellation fee of $700.00 and the third was again $450.00.  I asked what the cancellation fee would have been if I had paid the monthly lesser amount  .  No answer was received to this question!  I kept the agreement because of the excessive cancellation fee.  I will not recommend this Company due to the high pressure attitude of their **************** Department.  I would like to cancel this agreement and receive a full refund of the $457.29 X 3.  
  

  
  

   

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

  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.

   

  After reviewing your account, we see that you spoke with a Senior Manager who helped you retain this account and I see your recent claim has been approved.

   

  It is safe to say this has been resolved.

   

  Sincerely,

  ****

  Customer Answer

  Date: 11/25/2022

  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:

  [YoThis issue has not been resolved.  I need more time to put all the facts in order.  This should not take much longer!!ur Answer Here]

   

   

   

   

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

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

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty protection. Turnd a/c 6/30/22 and then it stop wrkng. I **ntact the FPrem for service on my air **ndition unit. They sent a HVAC **mpany to evaluate. The service technician states the **mpany won't pay for the repair and wanted me . I **ntacted the **mpany for follow up and their rep stated that the technician they sent out states the unit only needs to be cleaned. I do not have A/C on my 2nd floor. Their technician also **nnected wires on one of my **mpressors which burned it out and it has to be replaced. The **ntract does not state any restrictions on **verage. MI made numerous calls to First Premier home warranty and was given different type of information. They stated that the tech they sent out states my unit needs to be cleaned. I disagreed. I asked if they can send someone out for a se**nd opinion or if I can get another ** to evaluate, that I still do not have A/C on my 2nd floor in my house. They said that I **uld and instructed to have 2nd ** send me the invoice and assessment and provided an email for me to forward it. The invoice/assessment was sent to First Premier (FP) on 8/10/22. I followed up on status and was told my claim is denied. I asked to speak to a manager, the rep placed me on hold. When he returned he stated ** has denied my claim and I will have to make the repairs at my **st. I asked to speak to a mgr and I asked for a refund of what I paid for the **ntract since they took pmt in advance. I also stated that since their tech **nnected wires that burned out my **mpressor, they are responsible for that at least since it appeared their technician did not know what he was doing otherwise, he should have know that to **nnect those wires would have damaged the **mpressor. I am still waiting 4 mgr to call me. I followed up with them on 8/11/22 about 3pm and was told that the manager may be busy, the rep I spoke with (*******) states she will send them another message. I still have not received a response from mgr.

  Customer Answer

  Date: 09/08/2022

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

  Business Response

  Date: 09/11/2022

  Dear ********,

   

  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 we have reviewed the technician's diagnosis and the unit is rusted which is something that doesn't fall under our policy.

  The tech also stated that the unit just needs to be cleaned for it to run, this falls under routine maintenance and not a mechanical failure.

  We recommend cleaning the unit so the ** can run smoothly and normally.

   

  Sincerely,

  ****

  Business Response

  Date: 05/12/2023

  To whom it may concern,
  
  In response to your complaint we have reviewed the technician's diagnosis which is attached the first diagnosis came back as the unit just needs to be cleaned and is running fine, which is maintenance and something that all home warranties don't cover.
  
  The second diagnosis shows the unit rusted and corroded which that is something that doesn't fall under the guidelines of the policy.
  
  VII. GENERAL LIMITATIONS OF LIABILITY
  A. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions, deficiencies and/or defects.
  
  If you have any further questions or would like to cancel your plan, please reach out to our cancellation department so that they can initiate a cancellation form.
  Sincerely,
  FPHW

  Customer Answer

  Date: 05/12/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been  this is a waste of my time.  The bbb is ineffective. We've been going through this for months. Same idiotic responses. Your idiotic technical damaged my compressor. It was working fine. Corrosion is on a minor part that didn't render the complete AC unit inoperable. It's not worth the effort to get an attorney. I will let all my clientele know this company is a scam. 

   

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:08/12/2022

  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 filed a Claim to have the ** serviced at my house. The claim was sent on a Saturday in June. They stated they would not get a service company out until the week day. I had to get someone out to get the ** working that night as it was over 100 degrees in *****. The ** vendor never came and fixed the **. After multiple follow *** with the claims department they said that claims can take a long time and that I just have to wait. A month goes by and the ** goes out again. This time on a Sunday night. I had to pay another contractor to come out and fix the ** unit since First Premier would not reassign me to another vendor to make the repairs. At the same time I had a garbage disposal go out. I filed another claim. This time a plumber came out and got it fixed. However, Instead of charging me the agreed $65 service fee the claims processor from First Premier said that I would have to pay the full amount and then submit for reimbursement. This is again not in accordance with my policy. Now they sent me a cash in lieu of price for $150 for repair of the garbage disposal disregarding the fact it cost me $575 out of pocket. I had to pay $800 for the ** repair. Both of which were listed as being covered in my policy. The cap stated is $500 for the garbage disposal. No one at the company has replied to how or why they came up with the $150 price and why I had to pay the contractor directly. This is a misrepresentation of services and borderline fraud in my opinion. I feel I was lied to and taken advantage of given that it is over 100 degrees and I had to have the ** fixed. Also, since they took a month to get someone or follow up I feel this is a serious negligence and health risk.

  Business Response

  Date: 09/11/2022

  Dear *******************,

   

  We do regret your frustration however upon review of your claim we do see that you spoke with a Supervisor and she explained to you that the claim for the ** was filed and we have never received the diagnosis back from your technician. Please forward us the diagnosis to ******************************* so we can process the reimbursement for you.

   

  Since you filed the garbage disposal claim your ** claim was marked completed by you. If you would like to reopen the ** claim please call into our claims department so they can help you with filing for reimbursement.

   

  If you need anything further please contact us.

   

  Sincerely,

  ****

   

   

  Customer Answer

  Date: 09/14/2022

  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]

   This does not address the issue of not paying for my garbage disposal as agreed in the policy.  Also, the ** was closed because they never sent a technician to the home to fix the **.  At the current moment, I just want my policies cancelled and check for $150 that has taken them 2 weeks to process.  I dont think this company is going to honor their policy and I certainly feel there was a bait and switch with the agreement of services. I am very disappointed that I had to pay the full bill.  That is not the way the policy description is set.  *********** is unwilling to assist with anything even when I email.  They tell me to call.  As I call the representative is argumentative and will not process my request to cancel the policy.  

   

   

   

  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.

   

  In response to your complaint, your policies have been cancelled and the refund has been credited back to your account. Per Your request the policies have been closed and account is cancelled.

   

  Sincerely,

  ****

• Initial Complaint

  Date:08/09/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are not upholding what was agreed to when I signed up. I was told to send an email for cancellation but then was told that was not good enough. I was told I have to put I agree to no refund which I dont because I have been paying for service that they are not upholding. When signed up I agreed to ********** pricing and terms for cancellation. I was told my account will not be cancelled or refunded and I will continue to be charged when I said that is illegal he said he did not care. I have sent emails of proof and further proof is in their call history. He said he will *** me and file a lien on my property as well. He said he is the boss but there is no way I spoke with someone in charge. I just want to cut ties account cancelled and refunded. The business has done nothing for me and would not be out any money. I however have been ran in circles and lied to. I have been charged ***** for 2 months.

  Customer Answer

  Date: 09/02/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by First Premier Home Warranty regarding complaint ID ********.  I did receive an automated email of refund for the two changers that had a note to prevent chargeback.
  
  Sincerely,
  
  ***********************
  

  Business Response

  Date: 09/06/2022

  To whom it may concern,

   

  In response to your complaint you put in a claim on 8/8 and requested cancellation.

   

  We have credited your account in full per your request as you can reflect back on your original payment method for the credit.

   

  It is safe to say this complaint has been resolved.

   

  Sincerely,

  ****

  Customer Answer

  Date: 09/11/2022

  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.  I only ever wanted what was agreed to verbally and in writing.
  
  Sincerely,
  
  ***********************