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Business Profile

Home Warranty Plans

First Premier Home Warranty

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Warranty Plans.

Complaints

Customer Complaints Summary

  • 727 total complaints in the last 3 years.
  • 390 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/18/2025

    Type:Product Issues
    Status:
    Answered
    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 was sold a policy last year and I have a copy of the contract with me. When there was a breakdown the company said we dont cover that part anymore (icemaker) and you should have bought the policy optional coverage. Even though I sent My original policy to the customer service that did not honor the coverage. Basically they decreased the coverage after I about the policy and did not give me a chance to get a refund/cancel the policy. I think this is unfair that the policy showed to me at the time of purchase was different than the policy actually in place.And now when I am trying to cancel the refund is only under $600 whereas I paid more than $2100 less than 1 year ago. In addition the customer *** said the policy time calculation starts the day about the policy not when the policy was effective. This is the most ridiculous statement.

    Business Response

    Date: 05/01/2025

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

  • Initial Complaint

    Date:04/14/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 20, 2025 I signed up for services, received the contract and after reading it through I dont like the coverage and the terms. Contract says a full refund if canceled within 30 days. On March 26 th contacted company to cancel by email, then was told I need to cancel by phone so on April first I called to cancel ,on March 31st they wanted a reason , I told them, on April 1st they tried to better the contract and I said no please just cancel this policy, on April 11th I emailed to ask when I can expect my refund, they said I now have to sign a form they sent on April 1st, never received anything form by mail or email, I emailed later that day to tell them I have no form, their answer is a form was sent April 1st. Still no form still no refund.

    Business Response

    Date: 04/25/2025

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

  • Initial Complaint

    Date:04/14/2025

    Type:Product Issues
    Status:
    Answered
    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 have made several calls regarding a claim. Its been a month and no one will return my calls. I have emailed 2 times . I get a return email with a phone number that leaves me on hold for over 30 minutes and disconnects. I want a full refund on my annual premium. I paid all upfront for 14 month policy.

    Business Response

    Date: 04/25/2025

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

  • Initial Complaint

    Date:04/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    First Premier Home Warranty (FPHW) failed to honor its contract (Policy no. *****) to pay for either the repair or replacement of our broken dishwasher. Instead, it elected to pay $50 "Cash in Lieu of Repair". Per the instruction of FPWH, we completed their "Cash in Lieu of Repair Form" for claim TN-******* and submitted this form to FPHW via email on February 18, 2025. After several follow-up phone calls and emails, **** still has not sent us the $50 payment. The **** representatives said in telephone calls that the payment was either in process or had already been mailed. After requiring us to pay $75.00 to a service company, which **** selected for an analysis of our broken dishwasher, and not paying for either the repair or replacement, it now appears that **** has no intentions of sending us the $50 Cash In ****. Please help us get the $50 payment owed from ****. Thank you.

    Business Response

    Date: 04/22/2025

    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:04/08/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 feel as if I am being scammed. I filed a service request and they sent a technician, but the technician had an unauthorized person come into my home to charge their phone which was absolutely unacceptable. I tried to file a complaint about it but have still not been able to make contact with ******* addition, that same person (plumbing technician) came to my house, did the diagnostic, and then I heard from them was that they had approval to order the needed part and would be in touch to schedule the repair(Monday, March 31st). The last I heard from the technician was a week ago(Tuesday, April 1st) he has not responded to any of my attempts to schedule. I reached out and reported this to **** yesterday and received an email saying they would be in touch to address, they have ****** this point, I'd like out of my contract with them since no one is willing to communicate or help me solve either of these issues.

    Business Response

    Date: 04/18/2025

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

  • Initial Complaint

    Date:04/08/2025

    Type:Billing Issues
    Status:
    Answered
    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 fraudulent accounts have been opened in my name with FST Premier. I am a victim of identity theft and did not authorize the opening of these accounts. Below are the details of the fraudulent accounts:Creditor Name: FST Premier Opened Date: 9/30/2010 Account Number: ****************High Credit: $1,152.00 Opened Date: 12/4/2011 Account Number: ****************High Credit: $1,249.00 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 accounts' closure and any relevant documentation related to the fraudulent activity.Thank you for your prompt attention to this matter.

    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:04/07/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 the home warranty in Jan. I had to file a plumbing claim. The sent a *** who wasnt a plumber to diagnose a plumbing issue. The service *** who wasnt a plumber said he will send a plumber. Wasted service fee of *****. After a few days no update the service *** said he was waiting on **** to approve work. He lied didnt even send report till two days later. The plumber showed up the following week looking for a payment from me, I contacted the warranty company no help at all. After going back and forth with them **** advised me to go outside network and they would pay me $100 to help with repairs. I knew I was in trouble dealing with this company. I went ahead and canceled the service immediately. I was told I was getting $336 refund out of $699 in less than 2 months of service. Still no refund this company is no trustworthy and does not keep their promises as advertised. It is a complete scam their testimonials has to be AI generated. They tricked me out of $699 ****** learned. You can never get the person you need on the line no supervisor or corporate person to speak to. They are not legit!!!

    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:04/07/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    First Premier, cancel my contract. For the home warranty, but have not issued my refund.They say they did not receive the payment from my credit card. But my credit card Statement shows the amount 0f $650 that they charge me. Premier gave me the cancelation number. Which is ******?

    Business Response

    Date: 04/18/2025

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

  • Initial Complaint

    Date:04/07/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 filed a claim regarding our upstairs AC unit not working properly back on March 13 with our warranty company. After many phone calls back-and-forth,they finally sent someone out on the 16th. The AC repair technician told us it was the filter that was causing the issues and we replaced it the same day. However, our issue never went away. I called back on March 26 to see about having someone come out again and I have not heard anything back from the warranty company. The lady insured me that a second follow up appointment would be scheduled for someone to come out and that it would be at no cost to me since it was within a 30 day timeframe. Still, no one reached out. I spoke with them Friday and was told that someone would reach out by the end of the day. Here it is Monday and now theyre saying they cant do anything until Aprils payment is processed. My question to them is why would I pay them for April **** they didnt resolve the issue from March. This issue existed before April and should be resolved regardless of a payment being processed for April. To me it just seems like they want my money but not to rectify issues and honor what they said they would do.

    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:04/05/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 January 6th, 2025 my garage door was not operating smoothly and I called my service provider First Premier Home Warranty for service (policy number ********). I was referred to Garage and Gates ************** to do the work. I immediately called and requested service. The following day a technician came said I needed to have 2 springs replaced. He said he would contact my home warranty provider and they would get back to me later in the day with a decision and estimate for service. I did not hear from First Premier so the next day I called to check the status of the claim and was told that only the motor was covered by my plan and they would send me an email of rejection along with an estimate of the cost to replace 2 springs. To this date, I have not received that email. I have called them several more times and still i received no email. On January 9th, another technician came to my home at 7 pm and gave me a verbal estimate of $1,000.00, he said he would have to change several parts. I agreed for him to do the work . At 8:30 pm he came in and gave me a bill for $4,280.00 . I was very confused, and afraid and felt I was being taken advantage of because I was home alone and a senior. So, I gave him my credit card and he processed the bill. After he left i remembered that I had one spring changed in November 2023 and it cost $229.00. So, the next day I called the technician, First Premier and Garage and ***** to complain about senior fraud. The persons voiced concerns and promised to address the situation but nothing was done. I continued calling Garage and Gates and on January 23, someone from their adminstrative office texted me and offered me a 15% discount. I said I was not satisfied and wanted at lease $2,140. which would represent a 50% discount. I have contacted several agencies and they referred me to you. I have not been able to get a physical address for Garage and Gates ,I was told that they are a mobile company with technicians throughout the **.

    Business Response

    Date: 04/18/2025

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

First Premier Home Warranty is NOT a BBB Accredited Business.

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