We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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:04/03/2025

    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 a one year home warranty in full in December 2024 and it went into effect one month later on Jan 14 2025. On March 12, 2025 I sold my home and requested to cancel the policy. I was sent a form with a random number written down that would deducted for "administrative fees". I had the policy only 2 months and paid just over $450 and the company is trying to only reimburse $80. When I called for a breakdown of the fees, I was transferred and given the run-around by 4 different people before finally asking to speak to a supervisor. *********** from claims told me, very rudely that no supervisor was available and he couldn't help me. I was originally told over the phone that the cancellation fee would be $75. If they deducted even 3 months of fees plus the $75, I should receive a reimbursement of $264. At this rate more days continue to pass by without me being able to get an straight answer, explanation or even ability to cancel my policy as the websites FAQs state I am able to do.

    Business Response

    Date: 04/16/2025

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

  • Initial Complaint

    Date:04/01/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 Warranty was contracted for home warranty services. A problem occurred with our air conditioning and they approved the work, but required we pay the contractor and they would reimburse us. Attached is the Cash in Lieu of Repair form they sent us confirming the agreement. You will see the date of the form is February 7, 2025. I followed up with them 3 weeks later and was "reminded" that they are allowed 4 weeks to make the reimbursement. As of today, April 1, 7+ weeks later no payment has been received. We are seeking payment of the $1,005.00 owed per the contract.

    Business Response

    Date: 04/15/2025

    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: 04/20/2025

    Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is NOT satisfactory to me.  They had repeatedly apologetic btu never acted on what they promised until BBB wrote them.  Once you addressed them they did produce a check resolving this issue.  

    Thank you for your help, 
    Sincerely,

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



     


  • Initial Complaint

    Date:04/01/2025

    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 notify you of a fraudulent account that has been opened in my name with First Premier Bank. 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: First Premier Bank Opened Date: 4/15/2019 Account Number: ****************High Credit: $773.00 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: 04/11/2025

    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:03/31/2025

    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 WAS HAVING MY YEARLY MAINT DONE AND THE SERVICE TECH FOUND AN ISSUE WITH A MODULE THAT IS STUCK IN THE ON POSITION WHICH DOESNT LET MY FAN STOP BLOWING . SO I CONTACTED FIRST PREMIER WARRANTY COMPANY THERE SERVICE TECH CAME WHICH I SUBMITTED WHAT THIER TECH FOUND THE SAME ISSUE I PAID MY SERVICE FEE OF ***** AND WAS TOLD TO WAIT FOR AN APPROVAL I CALLED ON MONDAY THEY TOLD ME TO PRODUCE 36 MONTS OF MAINT RECORDS IF I DONT HAVE ALL THE RECORDS AND IF THEY FEEL ITS NOT GOOD ENOUGH THEY WILL PAY UP TO ****** THIS WAS TOLD TO ME WHEN THIER SALESMAN SOLD ME TWO POLICIES I DONT MAKE REALLY ANT CLAIMS YOU GET THE RUN AROUND THERE AND IT DOSENT MENTION ANYTHING ABOUT MAINT RECORDS ONLY IN THE SMALL PRINT AND THE END OF THE CONTRACT AND EVEN THEN THEY RESERVE THE RIGHT TO SAY YES OR NO ITS A SCAM ASK FOR MANAGER EVERYONE IS A BOSS THERE IT SHOULD BE INVESTIGATED I JUST WANT MY UNIT REPAIRED THANK YOU

    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:03/31/2025

    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.
    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:
    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.
    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:
    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 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:
    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 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:
    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.
    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:
    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.
    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.

First Premier Home Warranty is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.