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:08/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON JULY SECOND THIS YEAR AN AIR CONDITIONING **** WE HAD SERVICED FOUR MONTHS PRIOR STOPPED BLOWING COLD AIR. WE CALL FIRST PREMIER AND REQUESTED SERVICE. WE WERE FINALLY TOLD ON JULY 5 THAT THE CALL HAD BEEN REFERED TO A TECH AND HE WOULD BE OUT ON THE SEVENTH. AFTER HIS INSPECTION HE SAID IT NEEDS A LOT OF REPAIR AND HE WOULD RECOMMEND TO THE COMPANY THAT IT SHOULD BE REPLACED. AFTER SEVERAL FOLLOW UP ATTEMPTS WE WERE TOLD ON THE THIRTEENTH THAT OUR CLAIM HAD BEEN DENIED. THE PROBLEM WAS REFRIGERANT LEAKS. IN THE FIRST CONTRACT INFORMATION SENT TO US WHEN WE SIGNED UP NOTHING WAS SAID ABOUT REFRIGERANT LEAKS. AFTER WE WERE TOLD THAT WE WERE DENIED WE THEN RECIEVED BY EMAIL A NEW DOCUMENT THAT SAID THEY DIDN'T PAY FOR LEAK DETECTIONS.NOTHING IS SAID ABOUT LEAKS THAT HAVE ALREADY BEEN DETECTED. WE HAVE SINCE REPLACED THE **** AT A COST OF $6500.WE FEEL FIRST PREMIER HOME WARRANTY HAS NOT FULFILLED THEIR OBLIGATION IN COVERING US FOR HOME APPLIANCE REPAIR.

  Business Response

  Date: 09/02/2022

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

  Thank you for your correspondence.  
  At **** our mission is to provide our customers with peace of mind from everyday expenses.  We offer service contract which helps with the cost of unexpected repairs or replacements of major systems and appliances that break down due to normal wear and tear.  We offer various service plans that can meet our customers needs, all of which cover mechanical failures for each type of system or appliance listed under covered in the Terms and Conditions, which was emailed to you upon signup.

  
  In response to your complaint, please be advised that leak detections are not covered under our policy.

   

  Our policies have both inclusions and exclusions please refer to your policy documents.

   

  If you have any further questions, please contact us via email at *******************************.
  

  Thank you,
  ****

  Customer Answer

  Date: 09/07/2022

  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]

  When we signed up with this warranty company the document they sent us had no reference as to LEAK DETECTION. Upon our claim they then sent us a new copy via email which said they did not cover the cost of LEAK DETECTION. Again, no reference as to repairing leaks. As these leaks had already been detected by the technician they assigned to the unit, and he recommended replacing the unit instead of repairing it we feel they are obligated to cover the cost of replacing the air-conditioner as recommended by their technician. They did not charge us for the visit by the technician which resulted in the leak detection.  As we were never billed for this, we will be glad to pay the $60. fee for the leak detection.  This then leaves a balance of $6440. which we feel we are owed as we have replaced the unit.  Thank you,  ***********************

   

   

   

   

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

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

  Business Response

  Date: 12/02/2022

  To Whom It May ************** apologize for any dissatisfaction you have experienced. We take the utmost care to ensure that every interaction with our customers meets their expectations. We conducted an internal investigation to determine if there were any missteps. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint. A Senior Representative has been assigned to this case and their finding are below:
  Regarding this matter:  the policy indicates that **** 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.
  This was explained to the customer by both the service technician and a claims representative. The customer never provided the records within the time frame of the claim. Therefore, the claim was approved for the maximum payout of $150.
  Sincerely,
  ****
  
  

  Customer Answer

  Date: 12/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The requirement of 3 years maintenance records was never explained to me by anyone prior to there last response  This again demonstrates what a dishonest company I made the great mistake in thinking they were a reputable business to trust  It appears that I have to accept their settlement of $150 and swallow the $6450 they refused to make good  I thank the BBB for trying to ************* you use my example as a reason to rank this company as low as possible  Thanks again  ********************;

   

   

   

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

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

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had signed up with first premiere home warranty back in January 2022. I had called to cancel and put an end to there buissness.amd they had done so without any information or hardship. Now August 2022, I see they took out ***** cents from my account without notification or email. I called the company to find out they changed me a cancelation fee. I had canceled withing the 30 days of signing up. I feel that they should ******** charged me especially 7 months away from when I had originally cancelled there plan. I would like my money reimbursed and nothing further to do with this company. Thank you.

  Business Response

  Date: 09/02/2022

  Dear ******,

  In response to your complaint we have looked into your account and you had started your policy on 12/6/21 you called in in February to pause the account due to hardships for 3 months and it has resumed back in June. We have therefore credited back the payment that came out in August as a one time courtesy. 

  We consider this complaint resolved.

   

  Sincerely,

  ****

   

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a paid over the phone agreement using a **** credit card ending in **** with a home warranty program through First Premier Home Warranty Program for the Platinum package. The package included everything, including in home plumbing and same day service up to a cap of $15,000/year coverage. The coverage was for 6 yrs for a one-time payment of $1817 (5 yrs at $315/yr and the 6th yr free). They claimed to have an A+ rating with the BBB which I come to find out today, they had NO rating at all, which is even worse than a bad rating in some cases. I called First Premier on July 7, 2022 to file a claim for a plumbing leak, when they told me that it wasn't covered. I told them I was told that I purchased this because it covered plumbing and because it was 6yrs at **** or something like that in which I see that I was charged $2196.87 and I have an issue with the price as it was not what I was quoted. Instead of him saying "lets take a look" His answer was "And your just now saying something" First of all, I NEVER received my welcome documents to look over." where is my trial period that I was supposed to get 30 days after reviewing the documents? What did I sign putting me in a contractual agreement? I was over charged by $349.87 and your answer was what? When I asked to cancel, it was a game. Call *****, Call ****, Call ****. I requested the recording for 2 weeks. I had to threaten to take this to **************************** Regulations, all the news stations, BBB in order to get them even send the recording. I agreed to the $1817, but was charged $2196.87. Their services do not cover what they promised. I would upload the recording, however, they recorded my FULL CREDIT CARD NUMBER. Funny how soon after this my credit card was compromised and I had to have the number changed. However, They are not practicing with UPSTANDING business practices because they are FRAUDS!!!!

  Business Response

  Date: 08/18/2022

  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 further review on your account your are making false accusations based on stating different pricing for our plans and our systems being built with the highest security. We have pulled up the recording and you have agreed and consented to the pricing of $2196.87 for 6 years of coverage which was also outlined for you in welcome documents that you received after signup. You had a full 30 days to review the documents and ask any questions you may have.

  Plumbing coverage is under your plan but all of our plans have inclusions and exclusions. Please refer to the welcome documents and terms and conditions that was emailed to you upon signup on 10/5/2021 to the email address on file. 

   

  Sincerely,

  FPHW

   

  Customer Answer

  Date: 08/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  In the recording it states I would be charged a 1 time fee of $1817. I have sent this recording to my lawyer. This recording also recorded my entire credit card number which is a violation of privacy and security and shortly after the transaction my credit card was compromised and a new card had to be issued. Was this a coincidence? This I formation and the bank statement showing the actual amount drafted from my account of $2196.87 was also sent to my lawyer. Please be looking for their letter. I already stated that I never received any such welcome packet from their company. The recording stated I was to receive one, that never happened. I had to search through my account to find the letter dated received when I had an issue to call about. The recording stated they cover plumbing issues. They were not hospitable. They had no customer service skills. They have lived through their teeth. Now it's a legal issue. 
  

  Good Day! 

  
  

  Business Response

  Date: 09/21/2022

  To whom it may concern,

  In response to review the *** states that all calls are recorded for quality and training purposes. 

  Upon signup you received a welcome policy to your email which has been accepted. The document states the plan pricing and terms. You responded a YEAR later to this as we have taken the necessary steps to insure the sales representative told you the total and plan pricing as was agreed upon the recorded line!

   

  We find it very offensive to accuse of such. If you still would like to cancel your policy call in to ************.

   

  Sincerely,

  ****

  Business Response

  Date: 05/04/2023

  To whom it may concern,
  
  
  We apologize for any dissatisfaction you have experienced. We take the utmost care to ensure that every interaction with our customers meets their expectations. Your complaint is being taken with extreme seriousness. 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 further review on your account your are making false accusations based on stating different pricing for our plans and our systems being built with the highest security. We have pulled up the recording and you have agreed and consented to the pricing of $2196.87 for 6 years of coverage which was also outlined for you in welcome documents that you received after signup. You had a full 30 days to review the documents and ask any questions you may have.
  Plumbing coverage is under your plan but all of our plans have inclusions and exclusions. Please refer to the welcome documents and terms and conditions that was emailed to you upon signup on 10/5/2021 to the email address on file. 
  
  Attached is a snippet of the welcome policy being emailed to you on multiple occasions. If you would like to still pursue with cancelling your policy please call into our cancellation department.
  
  
  Sincerely,
  FPHW

  Customer Answer

  Date: 05/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# 1*******, and have determined that my complaint has NOT been resolved because: I am also in possession of this recording. I spoke to Jason from First Premier where I agreed to a platinum plan for 6 years at $1875 and with sales tax $2196 which he snuck in at the end of the call, I did not catch that til now.... that is dirty as he already ran my card at that point. You put this on my visa ending in 1856, and I know this because you recorded the entire visa number with the expiration date and security code as well, which is a breach of privacy and compromised my card putting me credit card at risk for fraudulent activity and I had to get a new card shortly after this transaction took place. I can open up a lawsuit on this Secuity violation as well!!! However, thankfully, my bank notified me of the first security breach and we got it under control before it was an issue. Months later I found out you were the culprit of the breech in my security by recording my secure information without my knowledge unlawfully!!
  
  I asked about calling and things aren't covered and I was told that you are the best with 4.9 stars out of 5 with an A+ rating as well with BBB. 
  
  This Platinum warranty was supposed to cover plumbing and when I called about a plumbing issue. However, when I called for this issue, I was told that plumbing wasn't covered. However, plumbing is in fact covered! They later tried to state that my plumbing issue was in the backyard, this is untrue, this was actually a previous call question. My plumbing issue was in the kitchen ceiling on the 2nd coming from the 3rd floor master shower.  
  
  I did receive the "emailed" Welcome letter, I actually stated I received that, that is how I found out how to call your when I needed assistance. However, I was informed that an welcome packet was mailed out to me. A welcome "packet" sounds like more than a "letter" and mailed means via ***** This was NEVER received. 
  
  I did NOT provide any false information during any provided information. I have provided photos and the audio as provided to me. 
  
  This has been going on long enough. I DEMAND a FULL refund at this time and that a mark be put against you on your BBB for the fact that you are lying to customers and misleading people and then causing such a hassle to get things rectified. I was in circles and treated very unprofessionally. 
  
    In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  
  ******* *********
  
  ************

• Initial Complaint

  Date:07/28/2022

  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 purchased a home warranty from ********************* (****) on March 7th ***** *** told me that my monthly payments would be $16.00 a month but when I checked my bank account *** charged the full amount for 5 YEARS which totaled $1905.31. I called on March 11th***** and talked to *** to cancel the policy and *** told me he would close the policy, and refund the entire amount. *** never refunded my money. I contacted *********************** and *************************** (S.B.) repeatedly and *** will not return emails or phone calls, and ***** has nothing nice to say but sarcastic comments. On June 17th***** I emailed the cancellation document that ***** requested. ***** stated that once they receive the signed document he would process my refund immediately and I would get a check within 15 business days. I have yet to see the check and its been 32 days. All I want is my refund back. The policy stated if you cancel within 30 days you will get a full refund. I called ********************* 4 days after initiating the policy and canceled. *** stated he would cancel the policy and send my full refund by April 2nd, 2022 but that never happened. Nothing but open promises and lies.

  Business Response

  Date: 08/18/2022

  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 this account a check has been issued in June and we have voided the one you haven't received and reissued another one to the address on file.

   

  Please let us know if you have any further questions

  Sincerely,

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

  Customer Answer

  Date: 08/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   We still have not received the check. The company continues to make open promises.

   

   

   

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

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

  Customer Answer

  Date: 12/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hi,

  Here is the signed document from First Premier Cancellation form that you requested. Please email me back to let me know you received this. I hope you had a great Christmas.

  
  Thank you,

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

   

   

   

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

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

  Business Response

  Date: 02/16/2023

  To whom it may concern,

   

  After reviewing with the billing department the check has been mailed out and the cancellation fee has been waived for the inconvenience. 

  Please allow up to 3-5 days for you to receive the check in the mail.

  We consider this complaint resolved, please let us know if you have any further questions.

   

  Sincerely,

  ****