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:03/24/2025

  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.

• Initial Complaint

  Date:03/21/2025

  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.

  Submitted claim on February 1, 2025 to First Premier Warrnty to email as requested of work done on my heating system. Said they received it February 2. 2025. Then said they needed to see 3 years of service on unit. We've only been in house not even 3 years til next month. They came back and said via email the could only give me ****** less the service fee out of an over ****** work order. Since then I have called and was told I would receive reimbursement within 30 days. No check on day 35. Called again said it was processing. Called week and a half ago said check was being mailed that Friday. As of yesterday no check. Called back and said check was being mailed Monday the 24th. Today is day 48 and no refund. They told me if I canceled I would not receive refund. I today have canceled as I'm under no contract and told him I better receive refund as this happened a month and a half ago. This company takes your payment monthly but doesn't do what they are supposed to. Very shady and not trustworthy company.

  Business Response

  Date: 04/02/2025

  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.
  
  

  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:

  [Your Answer Here]

  The company First Premier in any emails didn't ask me to call the billing department to resolve the cancelation and HAVE STILL NOT PAID ME

   

   

   

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

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

  Customer Answer

  Date: 05/08/2025

  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:

  [Your Answer Here]

   I specifically emailed them to cancel my warranty and they were not to take April's payment out which they did anyway.  In checking they had deposited 2 amounts which each totaled a payment but took it out in April the payment.  For May if they take a payment out, my bank will be starti starting a

   

   

   

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

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

  Business Response

  Date: 05/23/2025

  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:03/20/2025

  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 inform you that I have been a victim of identity theft, and fraudulent accounts have been opened in my name. I did not authorize the opening of these accounts. Below are the details of the fraudulent accounts:Creditor Name: FST Premier Account Numbers:5/17/2022: ****************, High Credit: $1,059.00 12/18/2019: ****************, High Credit: $365.00 I kindly request that you close these accounts immediately and remove any negative information associated with them from my credit report. Additionally, I would 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. I look forward to your confirmation and swift resolution of this issue.

  Business Response

  Date: 04/02/2025

  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:03/18/2025

  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.

  Contracted with the business to provide a home warranty service to start on 3/5/2025 for a Platinum plan with limited roof leak repair. They advertised for more services than we had with our current provider. They then offered a discounted rate and included additional services and a reduced service call fee of $45 if we contracted for 3 years and paid up front. We paid $2,123.16 to complete the transaction. We were told by 2 different agents that we would get a copy of the contract emailed to us. To date we still havent received the contract. I have also requested it by email with no response. I have called and selected several options on their phone menu and I am put on hold for 20 minutes each time and then disconnected by them. The contract has been in effect for 13 days. Weve just read the reviews and they indicate that the business is a scam. Reviews are from both consumers and contractor/providers indicating nonpayment for service, increased service charges, and no response to inquiries and complaints as well as charging customers for discontinuing services. We were told that we could end the contract at anytime without cost. We are seniors on fixed incomes. We cannot reach anyone to cancel and obtain a refund.

  Business Response

  Date: 03/31/2025

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

  Customer Answer

  Date: 04/02/2025

  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:

  I reached out to the First Premier Home Warranty as directed by the response from the BBB and spoke with **** in Billing. He instructed me to email a request for the Cancellation procedure via email to **************************************************************. I sent the request and received a timely response. Upon reading the procedure, I then submitted a formal request to the same Cancellation email address to cancel the policy immediately effective upon receipt of the request. At 4:27pm CDST I received a phone call from ****. I recognized his voice from a conversation we had on the date that I submitted the original BBB complaint and he identified himself as the Operations Manager and eventually hung up on me after a heated debate saying that the remainder of what we paid would be refunded in one year, if we notify them to cancel at the time of the next year renewal. This time he was cordial, indicated the cancellation would go through and all that I had to do was email the ************************ which I had already done approximately an hour before our conversation. On the call with him on March 19, he told me that we could not cancel the policy because it was more than 30 days, although the contract went into effect on 3/5/25. I was told that we could only cancel after a year, since we had a multi-year contract and he was extremely beligerent. I told him multiple times that the sales representative who sold us the policy responded to our asking him multiple times, if we could cancel the contract at any time at no cost and we were given assurance of that. At the time of the verbal agreement via phone, to move forward with the policy, we never received a contract nor indication that we could not cancel, only an email with the invoice for receipt of payment for the multi-year policy. After that, we received multiple emails requesting that we give them a review online. I have not received a response to the request for cancellation as of the time of this email. The BBB also listed a phone number to call if there were questions. I left a voicemail and also submitted an email to the BBB without response
  

  I am really concerned that we will not receive a refund or documentation of intent to refund within 6 days as per your instructions to communicate approval or rejection within that timeframe and you will close the complaint. Im trying to document the position that were in since there has been no response to our compliance with the businesss instructions. If weve accepted the proposed businesss direction with an expectation that they will comply with their own procedure and settlement but it never actually happens we might not get any refund from them and no chance of getting a satisfactory solution to our complaint. Their procedure indicates a $75 fee for cancellation. That is no problem, but we have not received any services to date and we paid over $2000 for the multi-year contract and thats our greatest concern. We will be satisfied when we get a response in writing from the business indicating that our request to cancel will be honored and accept our willingness to pay the $75 cancellation fee per their procedure and a full refund. We have never requested nor received any services from the business other than request cancellation of the policy.

  I apologize for the lengthiness of this message, just hoping to reflect what weve experienced and relay the impact that it has had on 2 Senior citizens.

  Sincerely,
  ****** & ******* ****
  
  
  
  
   
  

  Customer Answer

  Date: 07/11/2025

  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:

  I have been requesting info regarding this cancellation for 4 months. Why are you responding to my request for info and resolution of my CANCELATION request if you are NOT the cancelation department? I called the number as instructed by the business most recent response. Initially I was told the woman on the phone that there is no ************************ I asked to speak with someone in management, but that I did not want to speak with **** who told me several months ago that he was the Operations Manager. She transferred me to ****** in Sales. He transferred me to the ****************** spoke with *********. She provided an itemization of the refund deductions which she said is based on the cancellation department. Were being charged for the business's delay tactics and theyre requesting the same info that I had already provided to them. You are charging me for months of service that I never received because Ive been getting the runaround. The policy should have been cancelled months ago but it has taken at least 3 months for you to agree to cancel. Per the attached policy sent to me by your ************************* page 11 Section XII C, states we would receive a refund minus $75 and services received. No services were provided to us. The one and only time that I requested services on 3/18/25, I was on hold for approximately an hour, called back and placed on hold, and then the call was disconnected by you. The next day, 3/19/25 I called and requested to cancel the policy and was rudely told by **** ******* that we could not receive the cancellation. After that we requested assistance from the BBB. I believe that the process is has been so tedious and drawn out in order for you to justify your charges.

   

   

   

   

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

  
  Sincerely,
  
  ****** & ******* ****
  
  
  
  
   
  

  Business Response

  Date: 07/18/2025

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

   

  Date: 07/18/2025

   

  To whom it may concern,

   

  Regarding the above case number, we have seen that our representatives have explained the breakdown to the customer. It is important to note that the pro rated breakdown is based on the policy that the cardholder has purchased. We have assisted the customer in proceeding with the cancellation and are currently waiting for them to complete the form that has been sent to them to terminate the account and receive the prorated refund. We are more than willing to assist the customer with any question or concern, and if they should need to speak with a manager; they are welcome to do so by calling our toll free line ************. 

   

  If you have any further questions, please do not hesitate to contact us directly at ******************************************************************************** as well.

   

  Thank you and Stay Safe,

   

  Claims Department

   

• Initial Complaint

  Date:03/18/2025

  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 8/25/24 I purchased a home warranty for $421.16. Upon purchasing the sales man explained that they would be reimbursing us the full value of the home item being replaced. On 12/26/24 our clothes washer quit working. We filed a claim with the home warranty. We had a very hard time finding a repair company to come out to our house to assess our washer. Every company they would put a request in with refused come because they had an outstanding balance for previous unpaid work. Finally someone agreed to come. We paid the $60 for the repair man to assess the washer. He claimed it would be $700+ to repair our washer. He submitted the assessment to the home warranty company. On January 6th the home warranty company came back and offered us $97.87, a prorated repair amount for the clothes washer. Since then I have called 10 plus times trying to speak with a supervisor or manager. I have left my information for a call back numerous time with nothing back. I have called and waited on hold with no supervisor picking up. Under $100 does not even begin to help us fix the washer or buy another one. We went with this company because they claimed to reimburse the customer fully for the cost of the claim. The company has failed at communication and customer service. We reached out to a sales person after this claim and he stated in text messages that they would pay for full replacement, which is not what the customer service agents claim. They are selling a product that they do not follow through with. The sales people lie to get you to purchase this product. We paid for a year, however they pushed us to purchase a 6 year contract for $3,500. Thankfully we didnt fall for that.

  Business Response

  Date: 03/31/2025

  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:03/17/2025

  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.

  I started business with First Premier as of August 2024. I have paid them $45.00 a month totaling $360 and paid 2 service men to come out and paid them $75 each. The last claim I had with them is for a non working refrigerator. That is still in disrepair. They sent me the cash in **** of repair form that I signed on Jan 14th 2025. where they are supposed to send me $160 within 7days. it has now been over 2months with no sign of payment. I have called several times, and every time they say its coming any day now. They make up unusual names when you ask who am I speaking to. They are very rude and confrontational when they finally do answer the phone after having you wait for several minutes on hold. I believe after reading so many customer reviews that this business is a total scam. I just want the $160. that they promised me . signed by ******* *********************** gave me another ph# for them, and now that goes straight to voice message.

  Business Response

  Date: 03/28/2025

  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.
  
  

  Customer Answer

  Date: 03/31/2025

  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:

  I need a correct email address in order to cancel. Please spell out the email.  

   

   

   

   

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

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

  Business Response

  Date: 04/09/2025

  Please send all written cancellation requests to **************************************

• Initial Complaint

  Date:03/17/2025

  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 opened a Claim in January for my double oven. BOTH do not work. They sent out a technician a week later. The Technician that I paid $60.00 and he said parts needed to be ordered but didn't know if it would fix the issues. I called every day for three weeks asking what the next step was. After a month I was sent an email saying They would buy out the ovens for $160. After I already spent $60 for the technician. I bought the Home warranty for repair or replace . Every day my husband and I have been calling and I get hung up or put on hold for hrs. It has been over a month and NO one can help. I have emailed, ******** message, called every day and NO ONE is helping us. I bought the home warranty because they said they repair or replace and my unit is over $7,000 and $160 buy out does not make sense. WHY DO WE BUY HOME WARRANTY IF THEY DONT REPAIR OR REPLACE? The customer service is the same people everyday telling me everyone is a manager, and no one can answer my questions? I was told by a customer service **** to get a lawyer if I wanted to know how they came up with the $160 buy out and that they do not need to explain how underwriters came up with amount. I am so disappointed. I have a very sick child now for two years and he needs home cooked meals as he can not eat soy/wheat/dairy/eggs/ and it has been very emotional for me as mother not being able to feed my child and depending on the hospital to take care of all his meals. I would LIKE help my with the product I purchased to "TO REPARE OR REPLACE"!

  Business Response

  Date: 03/28/2025

  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.
  
  

  Customer Answer

  Date: 03/31/2025

  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:

  [NOTHING HAS BEEN RESOLVED]

   

   

   

   

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

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

  Customer Answer

  Date: 04/11/2025

  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 response was that your company is giving us a cash offer to repair or replace. The Amount of $163.00 is what your company is offering. We purchased the Warranty to replace or repair. $163.00 doesn't cover the repair parts. I have already spent $60 to have a Technician you choose to come out, and his quote to your company was more  $163.00 by a LOT! $163.00  doesn't cover the repair or replace of a double oven. 

   

   

   

   

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

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

  Business Response

  Date: 04/18/2025

  Hello,

  Please refer to the policy that was purchased that the cash in lieu of repair or replacement is included and has been consented to by the account holder. If you need further clarification please contact us at ************. 

• Initial Complaint

  Date:03/17/2025

  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.

  My inductor motor went out on my furnace, I called First premier and they called out a company that was located on another state to fix my furnace. It's December and very cold in ********. I called back and they sent a company out of *********** MI and it was going to be a week before they could get to me. I was concerned about pipes freezing and the temp in my house was declining. I called and asked if I could have someone local the woman on the phone said yes I could do that and it would be covered. I called ****** and ******* and they came and repaired my furnace. They also spoke with first premier and everything was all set. Then my claim was only going to cover $150 because I called my own company. This was need to me. So they backed out of what they originally told me. I signed a cash in lieu form and never have got a dime. This company is fraudulent and will do anything to not cover your repairs.

  Business Response

  Date: 03/28/2025

  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:03/17/2025

  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.

  ** never sent policy info until I called for it on 2/10/2025; sent cancellation online to them on same date; called on 2/15/2025 about refund not received, sent me cancellation form which i signed and returned. Charged me $75 for cancellation even though I cancelled within 30 days. Called again on 2/26/25 since no refund credited back to my credit card; told they had until 3/15/25 to issue the credit; called again on 3/17/25 since no refund yet, told it would now be 7-10 more days to receive the refund credit back to my credit card. Unsure if I will receive it then.

  Business Response

  Date: 03/28/2025

  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.
  
  

  Customer Answer

  Date: 03/31/2025

  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]

   I called their accounts payable this morning 3/31/25 with same results. They could Not tell me when I would receive refund; kept telling me it takes 30 days..cancelled policy on 2/14/2025 far more than 30 days. I continue to get run-around.

   

   

   

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

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

  Business Response

  Date: 05/30/2025

  Unfortunately, the account holder has placed a chargeback on the account. This prolongs the cancellation process, to which we are currently working with the card institutions to have this matter settled. If the account holder would like to expedite this process, they may reverse the chargeback so we may continue with the cancelation that was agreed upon.