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:10/14/2024

  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.

  Been with this company for almost a year. 2 weeks ago got a call from the sales pre saying my warranty will expire soon. I renew the warranty after he said I can transfer it to new owner since I was planning on selling it. And also there wont be any gap since my warranty will expire in 2 weeks. About a week later I got a call from my tenant saying the ac is not cooling so I have him call first premier. They sent a tech to look at it. Few days later I had to call first premier and ask whats going on with the ac unit. They said the tech said its low on refrigerant and cost some damage to the unit. They said its not cover. I ask them why its not cover. They said its low on refrigerant and cost damage to the unit and thats why its not cover. I was baffle since it stopped working then I had my tenant call it in. Basically this company will try everything to deny my claim. The manager I spoke to also said I have a gap in my warranty. I told him I hope your line is recorded since the conversation between the sales person and me clear said there is no gap and it will transfer to new owner if I decide to sale it.

  Business Response

  Date: 10/22/2024

  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: 10/23/2024

  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]

  They are investigating this matter. Also the manager or supervisor who took my calls shouldnt be in management.  Basically his response was too bad you are stuck with it. I mention getting a lawyer  and his response was  go ahead we have a line of attorneys representing them. Its telling me this is a common issue this company refuse to warranty what ever its broken. 

   

   

   

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

  
  Sincerely,
  
  ***** ***
  
  
  
  
   
  

  Business Response

  Date: 11/12/2024

  ***** ***** ******* **** ********   ***** ****** ******** ******    ***** **********
   
  To whom it may concern,
   
  Regarding the above case number, we have seen that our representatives have helped the customer take in a A/C System claim on September 30, 2024. We have received the diagnosis for the customers water heater system claim and unfortunately it has been denied due to the unit  being very low on refrigerant due to maintenance issues which is under the guidelines on the policy. The Policy states maintenance which is under the Air Conditioner System, not covered section. This was explained to the customer by a Claims Rep.
   
  If the customer has any additional questions,our toll-free number is **************.
   
  If you have any further questions, please do not hesitate to contact us directly at ***************************** as well.
   
  Thank you and Stay Safe,
   
  Claims Department
   
  Best Regards,
  First Premier Home Warranty
  Toll Free: *************
  ****************************

  Customer Answer

  Date: 11/13/2024

  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 purchase this warranty to have a peace of mind for my tenant. When the ** stop working then I ask my tenant to call first premier warranty. They said its lack of maintenance.  Other than replacing the filter every year, I dont know what else I need to do. Its not like a car that I need to change the oils every 5k miles. As a regular home owner, I keep my house tip top shape. I follow what internet recommends on maintaince. They ac system is just older and I feel the warranty company try to find little things to avoid the repair. I want to make consumers be aware of this company. 

   

   

   

   

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

  
  Sincerely,
  
  ***** ***
  
  
  
  
   
  

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with this company to repair the home I bought that has defective gas shut offs for stove and furnace. They assign me a technician with a company/ they never call back, I call the home warranty company 5 times trying to get them to get someone who can actually help me , to no avail they even hung up on me. They are not fulfilling their contract ...they are good slesemen but useless and incompetent at helping customers in need

  Business Response

  Date: 09/30/2024

  Following our review of the customers account, we have advised the customer to contact our claims department at ***************************, for assistance on submitting a claim with a claim representative.
  
  

  Customer Answer

  Date: 10/09/2024

  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:

  ********  reference I ended up spending my own money in repairs as Premier First home warranty assigned to me 3 different companies who never contacted me for repair help, 5 calls to Premier First,  no follow up email information was given to me, Premier First never contacted me back. In fact 2 of my calls, they hung up on me. They were paid in good faith money up front when I bought this house, they never delivered and have proven useless in resolving anything.  They should refund all money given to them as they are breaching the contract with me, the customer.

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

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

  Business Response

  Date: 10/10/2024

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

  Customer Answer

  Date: 10/11/2024

  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]

   

   

   

   

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

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

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home warranty plan January 2024. The plan was 435.00$ for one year with a 60.00$ service call fee. I had a plumbing issue in May 2024. First Premier chose *********************** to do the repair. That company came to ****** my bathtub but didn't complete the job. The company said they would be back but never showed back up. After many calls and text to ** **** *********** I called First Premier to complain about the incomplete service call. A month passed with no resolution. I contacted First Premier again and they offered a cash in lieu for my claim for 125.00$. I sent the required form back June 2024 and was told a check would be sent. July comes and go with no check delivery. I called to find out what happened they said it's processing. Several calls and months later I get a check for 65.00$ the end of September. I had to pay out of pocket 150.00$ to get my bathtub unclogged. I was promised 125$ to offset paying out of pocket since the company they hired to not complete the job. The purpose of purchasing this plan was to take care of the expenses of unexpected home repairs. First Premier Home Warranty and **. Home Maintenance failed to provide the service I paid for in full.

  Business Response

  Date: 09/30/2024

  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: 10/05/2024

  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 called First Premier and spoke with a billing agent October ******. I was told I didn't receive the full payment of 125$ because I didn't send proof of payment to the company they sent to do the plumbing repair. I never received any paperwork from ***********************. The man that came said he had to come back because he couldn't get the drain plate removed. When he came back the next time he said he had to replace some pipes under the tub to unstop it and he would return. He asked for the deductible of 60$ I gave it to him and asked for a receipt. He said he didn't have any with him, took a picture of the cash then said he would be back. I haven't seen or heard from him again. I called First Premier and filed the cash in lieu form. I was never told there was anything missing with my form after several months of waiting for the payment to get processed. I received a partial payment.  Even though I had to pay 150$ out of pocket to get my plumbing fixed by someone else. 

   

   

   

   

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

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

  Business Response

  Date: 10/14/2024

  Following our review of the customers account, we have advised the customer to contact our billing department at ***************************, for the cash in lieu status on this claim. 
  
  

• Initial Complaint

  Date:09/23/2024

  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 the home warranty on 07/03/2024 based on the promised service offered that fit my needs, the first payment was taken and then a second payment was made. I stated having issues with my ice maker called to initiate a claim, there was no response. The ice machine issue resolved on its own, there was never a response an official claim was opened by First Premier. Then on 09/08/24 I began having the issue with my electric breaker, filed a claim online & was issued Claim# TN-*******, after no response from the technician I reached out to him to set an appointment, it was then he told me he was not contracted with Premier after comparing information they sent, he contacted me & told me he was able to reach someone and I would be reassigned another technician this was almost three weeks ago. It has been three weeks since trying to reach someone. I was able to speak with, three different people, that gave me the run around. This was on 09/20/2024 stared at 4:15 pm The first person I spoke with in cancelations stated that I can't cancel the plan because I have an open claim. The last, who identified himself as ******, stated that I can't cancel the plan because I 'm under contacted and could be sued due to i have an open claim. I told him to cancel the claim then and the plan. I did inform him of their service obligation has not been met, either and I want to cancel the coverage. I do not have money to waste while my issue had not been resolved, he then transferred me to another agent after becoming very upset at his intimation method failed. Currently, the claim is still in Pending status, for what it is not stating,This is a home warranty plan, having these agents trying to deceive and intimidate a consumer is not good business practice at all. While money is being taken out of my account with a failure to provide services as advertised is theft. If rated I would give this company a negative, negative zero.

  Business Response

  Date: 09/30/2024

  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:09/18/2024

  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 August 1, 2024 I file a claim with said company, Claim number ********** for the amounbt of $100.00 for the repair and part for my A/C. Service was done July 27, 2024. I filed the claim with First Premier Home Warranty and given the approval on August 1, 2024. I was told at that time that it will take ***** days before the claim check will be issued. In the mean time, I had been paying fot the monthly service contract of $46.81 on June 18, 2024 and Juy *******. I called August 30, 2024 to inquire (and an email sent) about the clain refund. I was told to wait a few more days. Then I called September 9, 2024 and was told the check was mailed and I should receive it by September 13. I called today, August 18th and was told they could not do a direct deposit becuase I have not paid August payment yet. I asked "what direct deposit?" and why is it I was told they mailed the check last week but today they tell be they cannot pay my claim becuase of non payment for August. The company has been chaeting me out of my claim payment but still take payment from my account.

  Business Response

  Date: 09/25/2024

  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:09/18/2024

  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.

  Ive paid into this company since Policy to effective 8/9/23 policy #***** $36.06 monthly payments. First premier was to repair my air conditioner claim #***. I called today 9/18/24,i was told the claim was denied for lack of payment which is not true. When the payments come out of my bank account every month. Phone **************. This is so v unfair and abuse.

  Business Response

  Date: 09/25/2024

  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:09/17/2024

  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.

  Claim start in august *******, amount i paid $444.00 for 11 months.

  Business Response

  Date: 09/25/2024

  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: 10/15/2024

  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]

   

   

   

   

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

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

• Initial Complaint

  Date:09/17/2024

  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 would like to cancel my policy and was never advised that there would be a $75 cancellation fee. This company has deceptive practices. They make a lot of promises to get you to sign up but everything was a lie. They dont explain their policy verbally.

  Business Response

  Date: 09/19/2024

  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:09/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home warranty from this company earlier this year. This is the second time they have denied repairing my item. The materials for which I relied when purchasing the warranty as well as what I was given after all show the unit as covered. In fact - I even paid MORE so it would be covered. The unit in question is a pool heater. The language of my agreement states:"1. POOL/SPA -Both pool and built-in spa equipment are covered if they utilize common equipment. If they do not utilize common equipment, then only the pool is covered unless an additional fee is paid. COVERED: Above ground components and parts of the heating, pumping, and filtration system including: Pool sweep motor and pump - ************************* and timer - Plumbing pipes and wiring - Plumbing and electrical.""EXCLUDED: Portable or above ground spas - Lights - Liners - Jets - Ornamental fountains, waterfalls and their pumping systems - ************ Auxiliary pumps - Pool cover and related equipment - Fill line and fill valves - Built-in or detachable cleaning equipment including, without limitation, pool sweeps, pop-up heads, turbo valves, skimmers, chlorinators, and ionizers- Fuel storage tanks- Disposable filtration mediums - Heat pump - *********** centers - Dehumidifiers - Salt water generators and components."We do not have a heat pump associated with our pool. Some pools do have heat pump heaters, we do not. It is gas. They are claiming to not cover "pool heaters" when it clearly states in the "Covered" section they do.

  Business Response

  Date: 09/18/2024

  Following our review of the customers account, we have advised the customer to contact our claims department at ***************************, for a comprehensive breakdown of what is covered under the policy.
  
  

  Customer Answer

  Date: 09/19/2024

  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 already spoken to them and this is exactly what they said on the phone. The issue is the contract says otherwise - they are supposed to be covering this item as part of the home warranty I purchased. They are refusing the honor the terms of our agreement.

  Below is the language from the documents provided to me by First Premier Home Warranty. The document indicates the "Above ground components and parts of the heating, pumping, and filtration system..." Clearly it states the heating system is covered. In the excluded section, it says "Heat Pump." A Heat Pump is a very specific type of pool heater, which we do not have - ours is a gas pool heater. 

   

  D. OPTIONAL COVERAGE (Requires Additional Payment)
  1. POOL/SPA -
  Both pool and built-in spa equipment are covered if they utilize common equipment. If they do not
  utilize common equipment, then only the pool is covered unless an additional fee is paid.

  COVERED:
  Above ground components and parts of the heating, pumping, and filtration system including: ******************* and pump - ************************* and timer - Plumbing pipes and wiring -
  Plumbing and electrical.
  EXCLUDED: Portable or above ground spas - Lights - Liners - Jets - Ornamental fountains, waterfalls
  and their pumping systems - WARR-******* Auxiliary pumps - Pool cover and related equipment - Fill
  line and fill valves - Built-in or detachable cleaning equipment including, without limitation, pool
  sweeps, pop-up heads, turbo valves, skimmers, chlorinators, and ionizers- Fuel storage tanks- Disposable
  filtration mediums - Heat pump - *********** centers - Dehumidifiers - Salt water generators
  and components.
  

   

   

   

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

  Business Response

  Date: 01/24/2025

  In response to the customer’s complaint, it is important to clarify that First Premier Home Warranty (FPHW) is committed to providing reliable service and addressing all customer concerns in a timely manner. We understand the frustration this customer experienced and regret any inconvenience caused. However, after a thorough review of the situation, it is important to note that this issue has been resolved, our records show the customer has spoken with multiple representatives and we have explained to the customer the reasons for the outcome of the claim.

  Business Response

  Date: 01/24/2025

  In response to the customer’s complaint, it is important to clarify that First Premier Home Warranty (FPHW) is committed to providing reliable service and addressing all customer concerns in a timely manner. We understand the frustration this customer experienced and regret any inconvenience caused. However, after a thorough review of the situation, it is important to note that this issue has been resolved, our records show the customer has spoken with multiple representatives and we have explained to the customer the reasons for the outcome of the claim.

  Customer Answer

  Date: 01/28/2025

  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 am unsure as to how I can be more clear - they have denied the claim despite it being within the scope of our contract. The justification they are denying based on is unreasonable and not enforceable as to demand a homeowner to request records of anything from the prior homeowner years after sale is unreasonable. 

  Of note (BBB you may need to consult your files) this is the second time I've been through this with First Premier Home Warranty - they planned to deny this claim from the beginning, and I encourage you (BBB) to actually read the responses from First Premier since this claim began. One week when I call I am told they are looking for a replacement part through their "extensive sources." The week after I am told they are still looking for a part. the next week they deny the claim for a nonsense reason. THIS COMPANY STEALS FROM THEIR CUSTOMERS. Does anyone know what their loss ratio is? Does anyone care?

  No, I do not accept this as there was no resolution. This is another example of why this company has pending litigation brought against them by US state AGs. 

  My pool heater remains not working. This company continues to not repair an item they are obligated to repair/replace.

   

   

   

   

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

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

  Customer Answer

  Date: 01/28/2025

  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 am unsure as to how I can be more clear - they have denied the claim despite it being within the scope of our contract. The justification they are denying based on is unreasonable and not enforceable as to demand a homeowner to request records of anything from the prior homeowner years after sale is unreasonable. 

  Of note (BBB you may need to consult your files) this is the second time I've been through this with First Premier Home Warranty - they planned to deny this claim from the beginning, and I encourage you (BBB) to actually read the responses from First Premier since this claim began. One week when I call I am told they are looking for a replacement part through their "extensive sources." The week after I am told they are still looking for a part. the next week they deny the claim for a nonsense reason. THIS COMPANY STEALS FROM THEIR CUSTOMERS. Does anyone know what their loss ratio is? Does anyone care?

  No, I do not accept this as there was no resolution. This is another example of why this company has pending litigation brought against them by US state AGs. 

  My pool heater remains not working. This company continues to not repair an item they are obligated to repair/replace.

   

   

   

   

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

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

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 3 year home warranty from this company First Primer home warranty and they advertised in their warranty contract that if they cant find whats broken theyll replace ***** washing machine broke over 3 weeks now and until now I cant get an answer from them as to what theyre going to do.I leave several messages no on return my calls also every time I get someone I get transferred to or three times only to hear that its under review and theyll call me before the days end which they never do.I needed a full refund of my contract money and my contract cancelled so I can go buy a new washer. Thanks

  Business Response

  Date: 09/18/2024

  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: 10/07/2024

  My problem was not solved. I would still need my refund but the have no good business entices.

  Customer Answer

  Date: 11/07/2024

  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 have not received the $270 reimbursement for the washing machine that the company have me sign for and I asked to cancel my 3 year warranty contract and refund me the money and has not heard back from them. 
  I do not wish to continue doing business with a company that does honor their contract and fail to communicate with its customers. 
  I do not wish to go through this again. Thanks 

   

   

   

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

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

  Business Response

  Date: 11/13/2024

  In response to the customers complaint, it is important to clarify that First Premier Home Warranty (FPHW) is committed to providing reliable service and addressing all customer concerns in a timely manner. We understand the frustration this customer experienced and regret any inconvenience caused. However, after a thorough review of the situation, it is important to note that we have advised the customer to call our toll free line for further assistance on their claim, ************. Our claims representatives are able to transfer the customer to the correct department or to a manager for further assistance on this claim. If the customer wished to cancel, our representatives are more than willing to assist and advise the customer on the following steps for cancelation.