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:03/31/2025

  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.

  Subject: Appeal for ************ and Request for RefundI am writing to formally appeal the inadequate service I have received from First Premier Home Guarantee since I enrolled on January 2, 2024. I was assured that my appliances would be repaired or replaced as necessary, including plumbing, electrical issues, and ********** March 2024, I encountered a plumbing issue and reached out multiple times to First Premier without receiving a response. Frustrated, I had to hire an external plumber to resolve the ********** January of this year, my refrigerator broke down. After contacting First Premier, it took three days for a technician to arrive, during which all my food spoiled. When I expressed my concerns, I was told it was not considered an emergency. I paid the technician $60 for his visit, who then indicated that I would hear back regarding repairs. After a week of follow-ups, I received a document stating I would be reimbursed $162.93. When I inquired, I was advised to purchase a motherboard and contact them for installation. Desperate to restore my refrigerator, I signed the document and returned it, but since then, I have not received any further communicationno reimbursement and no repair.Eventually, I purchased a new refrigerator from PC *******, as I could no longer rely on First Premier. I have since attempted to close my account with them, only to be told that I must pay a $75 fee before they can proceed. I was warned that failure to comply would result in my account being sent to collections.Given these circumstances, I am requesting a full refund of all payments made to First Premier, as they have failed to honor their service agreement while continuously deducting payments from my account. I believe this constitutes a breach of contract and an unfair treatment of consumers.I kindly ask for your assistance in resolving this matter promptly.Thank you for your attention to this issue.Sincerely,***** *********

  Business Response

  Date: 04/11/2025

  Following our review of the customers account, we have advised the customer to contact our billing department at ***************************, for a comprehensive breakdown of the cancellation process.
  
  

• Initial Complaint

  Date:03/29/2025

  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.

  Sales pitch is misleading and deceptive. As they say, devil is in the details, and the policy is written to allow for so many situations that really nothing is covered. They do not honor the contract time to have someone contact you or address the issue as policy states 48 hours. They list persons and businesses that are incorrect to include wrong phone number, wrong email address, and no contracted service which further delays the process as you have to call over and over to get a service diagnosis technician. After that finally happens, for example, to check an air condition unit, after all it is almost 100 degrees outside, nothing is communicated. The website is set up to allow only one claim at a time and there is no email or other written communication portal. They do not send their decision to deny or approve. nothing. nada. In 2025, my second year with the company, I paid in full for the year and called my credit card to cancel for the year within one month. I wanted to do monthly payments. However, they put the payment back on my card so I was stuck with this group. I cancelled that credit card and will not do business with them now. For this group, my policy covered by add on a high end fridge or SubZero. November I had two claims due to icing. They denied the first and then never addressed the second. They would not cover parts such as the gasket that goes around the door. They stated the denial was due to rust. There is no rust in the mechanics. The unit is 21 years old so has some cosmetic wear and tear that has nothing do with the mechanics. The second claim never was addressed by this company and stayed open from November to March. When I had a third claim related to a different issue, my air handler, I was not allowed to make the claim as they never addressed the second one (was still open since November), and their website is set up to not allow. Per the technician my air handler has normal wear and tear, no rust. They denied.

  Business Response

  Date: 04/11/2025

  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.
  
  

• Initial Complaint

  Date:03/28/2025

  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.

  I am writing to notify you of a fraudulent account that has been opened in my name with FST PREMIER. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account:Creditor Name: FST PREMIER Opened Date: 4/17/2016 Account Number: ****************High Credit: $718.00 I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.Thank you for your prompt attention to this matter.

  Business Response

  Date: 04/09/2025

  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.
  
  

• Initial Complaint

  Date:03/28/2025

  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.

  I am writing to report a fraudulent account that has been opened in my name with FST Premier. I am a victim of identity theft and did not authorize the creation of this account. Below are the details of the fraudulent account:Creditor Name: FST Premier Opened Date: 4/22/2021 Account Number: ****************High Credit: $1,446.00 Additionally, there is another fraudulent account associated with this incident:Opened Date: 3/21/2020 High Credit: $810.00 I kindly request that you close these accounts immediately and remove any negative information associated with them from my credit report. I would also appreciate it if you could provide confirmation of the account closures and any relevant documentation related to the fraudulent activity.Thank you for your prompt attention to this matter.

  Business Response

  Date: 04/09/2025

  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.
  
  

• Initial Complaint

  Date:03/27/2025

  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.

  DO NOT TRUST THIS COMPANY.FIRST PREMIER HOME WARRANTY IS NOT PROVIDING SERVICE FOR MY AC UNIT. FEBRUARY 18, 2025. VALUE OF REPAIR $767.00 THEY HAVE REFUSED TO PAY AND HAVE OFFERED ME A 1 TIME PAYOUT OF $180.00 ON A UNIT WHICH IS ONLY 10 YEARS OLD. I TOLD THEM THAT THIS WAS UNACCEPTABLE AND ASKED THEM SEVERAL TIMES TO HONOR THE CONTRACT AND PAY THE FULL AMOUNT FOR THE REPAIR. THERE HAS BEEN NO RESPONSE. THIS ALSO HAPPENED ON A SECOND CONTRACT ON A RENTAL HOUSE I OWN. I PAID FOR 2 X 6 YEAR CONTRACTS AND I REGRET PAYING THEM OVER $4000.00 FOR THESE CONTRACTS THAT ARE USELESS. I REQUESTED A FULL REFUND OF THE BALANCE OF MY 2 CONTRACTS BUT THERE HAS BEEN NO RESPONSE.

  Business Response

  Date: 04/09/2025

  Please contact our billing department at ***************************, for a comprehensive breakdown of the cancellation process.
  
  

• Initial Complaint

  Date:03/27/2025

  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.

  They are a scamsending out sketchy service callers who muscle down for the $75 service call fee, no uniforms, no company truck trying to intimidate you, dirty smelly, unprofessional, unknowledgeableprobably employed directly by First Premier. I almost had to go get an incentive to make the man leave my house. Another service caller stood directly over me to watch me count my cash. First Premier lied and said they sent me a check for $150. They did not. Then, for another claim they sent me a form to sign for a $77 payout for a built in microwave that will cost me $400-$800 to replace. I dont understand we have people to take advantage of people like this when they can still make money by giving good and honest service. I want my entire $1000 returned and want nothing to do with them!

  Business Response

  Date: 04/08/2025

  Please contact our billing department at ***************************, for a comprehensive breakdown of the cancellation process.
  
  

  Customer Answer

  Date: 04/10/2025

  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] There was no response from them.  Just more shady business from this terrible company

   

   

   

   

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

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

  Business Response

  Date: 04/18/2025

  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.
  
  

• Initial Complaint

  Date:03/26/2025

  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.

  MARCH 01 2025 ************ done and and nothing done right have no answers about it Need a refund

  Business Response

  Date: 04/08/2025

  Please contact our billing department at ***************************, for a comprehensive breakdown of the cancellation process.
  
  

• Initial Complaint

  Date:03/26/2025

  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 March 23rd, 2025 I applied for a home warranty policy through first premier home warranty. When I called with a problem that I had (refrigerator) they said it was not covered, but I have the platinum policy and on that policy it says that it does cover my issue. I tried canceling my policy and they gave me the incorrect email address to cancel multiple times. I paid $392.18 and would like to cancel the policy and get reimbursed. My policy number is *********

  Business Response

  Date: 04/08/2025

  Please contact our billing department at ***************************, for a comprehensive breakdown of the cancellation process.
  
  

• Initial Complaint

  Date:03/24/2025

  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 home warranty on April 9, 2024 for 6 year for $2041.50. The warranty went into effect on May 9, 2024. They refuse to refund my warranty as stated in our contract which would be prorated based on the time I used it. I filed 2 claim for which they said they couldnt replace but would pay in cash in lieu of them repairing- for one they were supposed to pay $250 and the other $150. It took them months to pay, which they did not pay the amount agreed upon and deducted $45 from each stating that it was the service call fee when I paid the service call fee directly to the contractors when they came out to check the problem. Also, they wouldnt allow for me to have more than once claim at once even if there was already someone working on the claim, delaying repairs by weeks of other issues that arise. In the less than 1 year, Ive been with them it has been difficult to use the services agreed on the contract, claims go unfixed, with the cash in lieu being 10-15% of what it cost to fix the item. I requested to cancel the home warranty over the phone, they said I needed to send an email cancelling, that there would be a $75 cancellation fee and my plan would be prorated based on the time I had the warranty (10 months). I received a letter stating that it was prorated that I would be refunded $492.50 and the fee to cancel was $1549. They are trying to steal my money and refuse to refund me the appropriate amount.

  Business Response

  Date: 04/04/2025

  Please contact our billing department at ***************************, for a comprehensive breakdown of the cancellation process.
  
  

  Customer Answer

  Date: 04/08/2025

  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:

  Complaint Summary:
  I called the billing department again and the Company Continues to Refuses to Honor Prorated Refund Terms as Agreed Upon at Time of Contract
  
  
  Complaint Details:
  When I signed a 6-year service agreement with the company on April 9, 2024, I was clearly told that if I canceled early, I would receive a prorated refund based on the total agreement price of $2,041.50, which breaks down to $340.25 per year.
  
  
  In March 2025, I contacted the company to cancel my agreement, having used less than one year of service. However, the company refused to honor the prorated refund terms. Instead, they stated I would be charged close to $1,000 per year, which is nearly three times the agreed annual rate. This contradicts the terms I was given when I signed the agreement and represents a serious misrepresentation.
  
  
  I believe this conduct is deceptive and violates fair business practices. The agreement was sold to me with the clear understanding that any early cancellation would result in a proportional refund. The companys refusal to refund based on the agreed prorated rate constitutes a breach of that agreement.
  
  
  Desired Resolution:
  
  
  Cancel the agreement as of March 2025.
  Issue a prorated refund based on the original agreed-upon annual rate of $340.25/year for the unused portion of the 6-year contract.
  Provide written confirmation that no further charges will be incurred.
   

   

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

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

  Business Response

  Date: 04/24/2025

  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.
  
  

• Initial Complaint

  Date:03/22/2025

  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.

  Two claims were filed for repairs under our home warranty plan and they kept giving us the run arounds. The referrals to contractors turned sour because the contractors refused to work with First Premier Warranty. We had to hire one plumber ourselves (waiting for the refund) and they finally gave us an electrician who was willing to work with us. First Premier Warranty promised that the checks to reimburse us will come in 21 business days. Well, it is now more than two months and we kept calling them asking where the reimbursements are. They continue to say it's coming. We have been very disappointed with their customer service. They're VERY rude and makes snarky comments. They're not friendly and they do not put customers ******************. We signed a ****** contract with them in December 2023 and after one year, we are VERY UNHAPPY with them. We've asked to cancel our contract and request reimbursement for 5 unused years, they're giving us extremely hard time by stating they would reimburse us $731.96 and they're keeping $1392.00 for administration fee. That is excessive for them to keep $1,392.00 for FIVE UNUSED YEARS. I want a full refund and to cancel our contract because they are not providing a satisfactory service.

  Business Response

  Date: 04/04/2025

  Please contact our billing department at ***************************, for a comprehensive breakdown of the cancellation process.
  
  

  Customer Answer

  Date: 04/04/2025

  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:

  They refuse to properly refund the money. The coverage we purchased is for SIX YEARS and they expect us to lose more than 50 percent of our money for 4.5 unused years. Their administrative service fee is WAY OVER than our refund and this does not account for 4.5 UNUSED years. We should receive more refund than what they are offering for. I am REQUESTING that they refund more than what they said. 

   

   

   

   

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

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

  Business Response

  Date: 04/16/2025

  It looks like we have sent the account holder a cancellation form to cancel the policy in December 2024. They have decided to stay with us as a customer and not go through the cancellation. Please understand there are cancellation fees, unbinding fees, and pro rate fees that are included in the policy that the account holder has purchased. If they wish to proceed with a cancellation, please send a new written request to *************************************** as the cancellation form that was sent is now expired and new months will be taken from the total refund.