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:03/11/2024

  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 made a claim #**** and they offered me cash in lieu. However, I am trying to reach someone who can explain the criteria to determine the cash amount. I called multiple times and sent multiple email but no response from other side. Their customer service a nightmare and unprofessional. They hung up the phone.

  Customer Answer

  Date: 04/05/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by First Premier Home Warranty regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

  Business Response

  Date: 04/07/2024

  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.

  Please reach out to our claims department M-F 9:30 Am Est - 6:30 pm Est.

   

  Sincerely,

  FPHW

  Business Response

  Date: 09/13/2024

  
  Hi *** *********--thank you for your message, and we hope all is well. We understand that you spoke with a member of our **************************** Is it safe to say that this matter has been resolved to your satisfaction?
  

  Customer Answer

  Date: 09/24/2024

  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 spoke but no solution. I am getting tired of it. You guys need to stop the harassment. You taking 5 months average to resolve a claim. I still didn't  receive the call from the management. It is ridiculous..

   

   

   

   

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

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

• Initial Complaint

  Date:03/11/2024

  Type:Customer Service 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 have a backed up bathroom sink for the last three days reps will not answe phone when they do they are rude disrespectful and hangs up when requesting a manger I have water everywhere and no response

  Customer Answer

  Date: 04/05/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by First Premier Home Warranty regarding complaint ID ********.
  
  Sincerely,
  
  ****************
  

  Business Response

  Date: 04/07/2024

  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:03/08/2024

  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.

  Called & got an answering service & was told I'd get a call, never received, so I called back. I was told I would get an email with a claim number, when I didn't receive it, I called again. I was told it would be sent right then. Never received, called again & told I would have an answer within the ********* claim woud be expedited. Never received a call or email. Called again, was told I had to wait ***** hrs for any information, yet he was the same guy I initially talked to that said he was sending an email (had the same foreign accent). I told him the last person said he woud expedite it. He then said to get my own tech. I asked if they would cover ******* wouldn't give me a straight answer. I asked to speak to a supervisor & was transferferred to a full mailbox that hangs up. I called back and an extremely rude man with a NY accent bullied me the whole time. He asked me my name and as I was telling him and spelling it out, he asked me 4 more times. I said if you would just listen! He then said I was getting hysterical and wouldn't help me. I said "you weren't listening when I was giving you my name & now you won't even listen to why I'm calling". He point blank said "I don't care about your story" You won't get an answer for ***** hrs. I told him he was being rude. I was tired of getting the run around and wanted to talk to a supervisor. Once again, I was sent to the bogus full mailbox. I called back again & talked to someone named ****. I told her that I never received an email with a claim number nor any information as to who my tech would be. She gave me the name and number of a technician & told me she was sending an email as we were speaking which I never received. I called the number, it was bogus (Devon) ************* More lies. When I signed up for the service, the salesman told me the service itself would be a *****hr turn around to get a technician out. I can't even get a claim number in 24 hrs! This is day 2 and person #8 without any answers.

  Business Response

  Date: 04/07/2024

  
  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.

   

  In reviewing your account you received the technicians information via email 24 hours after claim has been submitted which is line with the turnaround time outlined in your service agreement.

   

  Please reach out to us with any further assistance needed.

   

  Sincerely,

  ****

• Initial Complaint

  Date:03/06/2024

  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.

  Contacted my warranty company because washer is acting up and they sent tech to check the issue. 3 weeks later no call from them and called and they stated they couldn't located the parts needed to fix the washer and due to the age they would pay me out $75.00 dollars. My washer is only 2-3 years old bought new . All i am asking for is repair or replace per contract. I have email for the contract too but cant upload. There no way anyone now days you can purchase a washer for $75.00. Im just asking for it to be repaired but they keep saying this was per underwriting. This is the whole purpose of a home warranty.

  Customer Answer

  Date: 03/31/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by First Premier Home Warranty regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

  Business Response

  Date: 04/01/2024

  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.

   

  In reviewing your claim your claim has been approved for a cash in lieu of repair per the guidelines of the policy. V. We reserve the right to offer cash back in lieu of repair or replacement in the amount of our actual cost, which at times may be less than retail, to repair or replace any covered system, component or appliance. In the event a covered system or appliance is deemed irreparable or it is not cost effective to repair, we may replace the system or appliance with a system or appliance of like capacity, the price of which shall not exceed the depreciated value of the system or appliance being replaced. **** is not responsible for installation. The cash settlement shall be in an amount not to exceed the depreciated value of the component, system, or appliance being replaced. In the event you elect to use the cash back funds to repair rather than replace your system or appliance, said system or appliance will no longer be covered by ****. We will not provide any cash settlement until all past due ************* Call Fees and Plan Fees are made current.

   

  Sincerely,

  ****

• Initial Complaint

  Date:03/06/2024

  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.

  After several conversations with a rep from this company (****), we were given a deal" of a 6-year policy for home warranty insurance for $385.00/year for a total of $2310.00. The amount had to be paid up-front to keep the warranty monies down to $385.00/year per ****. We paid via **** on 12/29/23 with an effective date of 1/29/24 (Policy#: *****). With this, we were told that we could cancel at any time if we changed our mind. After negotiations with a competitor were had, we decided to go with them and cancel this policy. We called ************* to make him aware of our decision! The first call was made on 1/8/24.- **** said he would have this account cancelled and that we would receive confirmation (and refund) the following day (1/9/24). No word received so we called back on 2/1/24. At this time, **** said an email would come to us confirming cancellation and would request a reason of why we wanted to cancel. This was completed. Since then, we have replied to that same email and even created new ones, asking that our account be cancelled and credited. No one ever replies to these emails. I think I have counted 14 emails sent to this company to date. There have also been multiple calls to **** and his manager (****) - both gave us great grief on why we wanted to cancel and that this is something they really can't do; conflicts with all other verbiage they used prior. After professing we no longer wanted their services and need our **** credited, begging, they again, finally, said they'd have this completed - this occurred on two conversations. Otherwise, they never answer and/or return multiple-made calls. I think we were lucky to get them on the line just these two times. Mind you, prior to signing up, they were available all the time for questions, sales pressure, etc. As it stands today, we have still not received a cancellation nor refund for this horrific transaction. We are looking to BBB for any assistance you can provide!! Thank you!!

  Business Response

  Date: 04/07/2024

  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.

  In reviewing your account you account has been cancelled per your request and the refund was processed back on the original form of payment.

   

  Sincerely,

  ****

• Initial Complaint

  Date:03/06/2024

  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.

  On February 7th, 2024. I signed up for a home warranty with First Premier. I was charged $37.01 that same day and was informed that I had 30 days to review the policy. After deciding not to continue with the policy, I called them on February 4th 2024 to cancel the policy. The customer representative that I spoke with tried to get me to stay with them by offering a lower price. I still maintained that I wanted to cancel my policy. She then stated that she needed to refer me to the claims department to cancel my policy. I really didn't understand that, because I had not filed a claim with First Premier. So, I was transferred to the claims department and spoke with yet another representative. This representative asked me why I wanted to cancel. I explained that I could no longer afford the policy. She then proceeded to tell me that I can't cancel on the phone and that she would have to email a link to cancel. I was pretty busy with other engagements that day, so I didn't check my email until later that night. I was befuddled by the contents of the email, so I called First Premier to speak with a representative. The representative stated that I needed to speak with someone in customer service and that he would put in a notification for someone to contact me. Well, the next day, I noticed that another $37.01 was withdrawn from my account. I immediately called First Premier, once again only this time, to speak with a manager. They transferred me to someone who claimed to be a manager. He was very unprofessional. I explained to him that I wanted to cancel my policy and questioned why I still was charged. He told me that I could pay $75.00 to cancel. I told him that I couldn't pay that much to cancel and also wanted to know if the $75.00 fee could be waived. He said no, it can't. The fact that I was still in my 30-day trial period and being charged $75.00 to cancel my policy was of concern to me. I couldn't get a satisfactory answer, so I asked who his supervisor was. He literally laughed in my ear and said that he didn't have a supervisor. I responded by saying that there has to be someone else in charge who he had to answer to. He then said no one is above me! In my dismay, I just said okay and disconnected the line. He didn't even offer a resolution to the issue like the very first representative that I talked to tried to do. The unethical behavior of this "SUPERVISOR" was beyond me. All I want is a formal apology and at least one $37.01 amount (if not both amounts) refunded.

  Customer Answer

  Date: 03/31/2024

  At this time, I have been contacted directly by First Premier Home Warranty regarding complaint ID ********, however my complaint has NOT been resolved bec

  I HAVE NOT been contacted by First Premier. The BBB left a voice message for me last week stating my my complaint had been processed, BUT at this time, my complaint STILL has NOT been resolved. It's been 3 weeks.

   

   

   

   

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

  Sincerely,

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

  Business Response

  Date: 05/02/2024

  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:03/01/2024

  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.

  We were sold this policy over the phone. Representative did not say anything about fees or prorations in the event we needed to cancel. Paid for 6 years up front. 1st claim we ever did was for an oven. Sent a guy. Ok. Paid the copay. Ok cool. No problem. Then we get a roof leak. We paid for extra coverage on roof and septic. Went to file a claim, and guess what, roof leak isn't covered. Wow ok. Roll down to a week later our ice machine in our side by side quits. Call again. Told that isn't covered either. We weren't told of any of this in the beginning. My fault for not demanding a copy of the contract up front. So then I say well I'll cancel it. Since we only are 2 years in. Then I'm told there are cancellation fees and prorations for cancelling. Again, none of this was mentioned in the beginning. So out of 3000 we are getting back around 117 dollars. Really?! So I signed their paper and emailed it back after bugging them for a whole month. Then asked if it would be backdated to the time we 1st requested a refund and no response. Emailed and asked if they got the form and mailed the check, still no response. I will never use a home warranty company again. Such a scam.

  Business Response

  Date: 04/01/2024

  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.

  We see that the account has been cancelled per your request and a check has been mailed for the refund amount.

   

  Please let us know if you need any further assistance.

   

  Sincerely,

  ****

  Customer Answer

  Date: 04/03/2024

  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 still have not received the check and called about it a few times. I was told to keep calling back. It's been a month and still haven't received it. I even emailed asking for a form to cancel the check and if they can issue a new one. No response from the email. I am not satisfied with this company or the representatives I've encountered. Very rude and dismissive. 

   

   

   

   

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

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

  Business Response

  Date: 09/12/2024

  To whom it may concern,

   

  Following our review of the customer's account, we have confirmed that a cancellation request has been submitted, we have sent the cancellation form on February 15 and received the signed form. We have issued a refund to the customer on March 1st.

   

  It is safe to say that this complaint has been resolved.

   

   

  Thank you,

  Customer Service Department

  Customer Answer

  Date: 09/12/2024

  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. 

   I never got the check. I called an email since March the first they kept telling me to call back which I did. I finally spoke to someone yesterday. That said, they will reissue it and it may take 90 days. This is holy coming to an end. But it's just very, very frustrating and very unprofessional. This company has been the worst company I have ever dealt with and honestly I wish I could get my full refund for the almost $3000. I spent on this warranty. I used one time because they would keep telling me that nothing else was covered when I got extra coverage. I'm getting back like a $100 from that. Which is fine as long as I get it. I just will not ever do business with them. And I will never recommend them to anyone else thank you]

   

   

   

   

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

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

• Initial Complaint

  Date:03/01/2024

  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.

  purchased a Home Warranty from First Premier on 2/29/24 for $1633.12 and was told by agent ********************* i had up to 30 days to cancel it. Upon reviewing the letter they emailed me, my husband and i decided we didn't want this because there were things not explain to us like an additional service fee and other items that wasn't covered. I called First Premier Home Warranty on 03/01/24 and spoke with manager *********************** and was told i couldn't cancel this policy (*****) because we committed to 5 years and could cancel it after a year. I told him i spoke with agent ********************* and he stated i could cancel it up to 30 days and he never mentioned after a year. ****************** stated that wasn't the fact and continue to trying to tell me i couldn't cancel it until a year. He just wouldn't listen to me and now we're stuck with this for a year. We are an elderly couple, and my husband is a disabled ******* veteran, so can you please help us? Thank you

  Customer Answer

  Date: 03/28/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by First Premier Home Warranty regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

  Business Response

  Date: 03/29/2024

  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: 04/18/2024

  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:

   Business has not responded or reached out for resolution.  

   

   

   

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

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

  Business Response

  Date: 08/13/2024

  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. Please reach out to our cancellation department so we can assist you.

   

   

   

  
  

• Initial Complaint

  Date:02/27/2024

  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.

  Cash in lieu or repair agreement signed (11/30/23) Phone calls made to First Premier on the following dates to follow up and attempt to cancel. 11/30/23 (7 minutes), 12/13/23 two calls (3 minutes and 10 minutes), 1/23/******** Calls (7min, 8 min, 1 min) 1/31/24 (14 minutes) 2/26/24 (29 min) and (published admin offices(24 min-never picked up)11/30 Called to find out about check and was told I could not cancel until the check arrived or I wouldn't get the money 12/13 Called again and was told again the check would be coming but I needed to wait or I wouldn't get the money in lieu of repair 1/23/24 Called again to ask about the check and cancelling and was told it was coming but wait until it arrived to cancel 1/30/24 Finally got approved after becoming perturbed was issued the check in lieu of repairs and was told to email ************************************************** request cancellation 2/23/24 Called again to ask about status and was told I needed to email to claims@firstpremier... I received my payout and was told because I didn't cancel and because they paid out in Lieu I was only eligible to receive $21.87 or the original $460. Inept emloyees and delays caused this. I have a warranty with 2-10 Home Warranty since my disatisfaction back in November with this company.

  Business Response

  Date: 03/29/2024

  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.

   

  In reviewing your account we see you had multiple approved claims and we have received your cancellation request. We have sent you over a form to return back to close your account.

   

  Sincerely,

  ****

  Customer Answer

  Date: 04/01/2024

  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:

  They are accurate in indicating a form was sent to close my account AND reimburse me a small portion.  My complaint is regarding the misinformation given to me as I tried to handle terminating my policy.  I was repeatedly told I had to wait until my agreement to settle on my dryer claim was processed and a check received before I could cancel.  This caused them to deduct the prorated months from the reminbursement of my policy.  

  I am not satisfied with the way this was handled.  If they reviewed transcripts of the many calls made, they would see that I was given misinformation every step of the way.  

   

   

   

   

   

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

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

  Business Response

  Date: 06/27/2024

  
  
  In reviewing your account we see you had multiple approved claims and we have received your cancellation request. We have sent you over a form to return back to close your account.

  Please sign and return at your convenience.
  
  Sincerely,
  FPHW

  Customer Answer

  Date: 06/28/2024

  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]

   This is the same response as last time.  Once again, the issue is the misinformation I was given for months that caused me to lose 3 months of unused contract reminbursment.  This is astonishing how inempt this company is.

   

   

   

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

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

• Initial Complaint

  Date:02/22/2024

  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 requested the service for my washing machine on 2/12/24 and they sent a technician from DNG appliance on 2/13. The technician inspected the washer and said he need to replace a part of the washing machine and need to get a approval from the warranty company. He said it will take 1 day to get an approval from them and 2-3 days to get the part delivered. I waited till friday (2/16) for a response and I didnt got any up to then. So I decided to call the warranty company and they said they will check and call in the evening, which they never called me back.So I had to call them on Saturday (2/17) and they told me call them on Monday. So I called them on Monday (2/19) and which no one answered the calls. Finally I managed to get hold of them on Tuesday (2/21) which they said they will send me an email of an update of the claim by Wednesday between 10am to 1pm. I didnt got any email from them up to now.So I had to call them again Wednesday (2/22) evening and they said they will call me tomorrow. So finally I got hold of them on Thursday ( 2/23) after 11 days of my first request and they said they are denying my claim.The reason they gave me for denying was, due to over loading / misusing the washing machine, which is very contradicting to the statement technician told me when he came to inspect the Washer. Then I tried to talk to their managers saying that it is wrong what they are doing and I need a proper statement in writing regarding the decision. All the manager were rude and unethical the way they spoke to me and they hung up on me when I keep asking them for a reasonable explanation. I spoke to lime 3-4 managers they denied to fully identify them self for my records.One of them gave the name as ******* / senior representative and other ******* / Ops manager. The latter even threatened me that he is going to cancel my account if I keep asking for explanations. One other person stated that, I owe them money ever though I have the policy until 10/18/24

  Customer Answer

  Date: 03/18/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by First Premier Home Warranty regarding complaint ID ********.
  
  Sincerely,
  
  *********************************
  

  Business Response

  Date: 03/18/2024

  We deeply apologize for the inconvenience and frustration you experienced regarding your washing machine claim. We understand your concerns and are committed to resolving this matter promptly. Our team is investigating the handling of your claim and will provide you with a transparent explanation of the decision made. Please expect to receive a detailed written statement regarding the denial of your claim. Additionally, we will address the communication issues you encountered with our team members and take appropriate actions to ensure this does not happen again in the future.
  

  Thank you for bringing this to our attention, and we appreciate your patience as we work to resolve this issue.

  Customer Answer

  Date: 03/21/2024

  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 am yet to receive any phone call or email response regarding my claim. It has been more than one month after my claim.
  As I mentioned in my complaint, the claim rejection explanation gave by the employees from the warranty company is contradictory for the verbal explanation gave to me by the technician who came to inspect the machine.

   

  Also I have already purchased a washing machine on my own and I would like the warranty company to cover my expenses.  

   

   

   

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

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

  Business Response

  Date: 04/26/2024

  In reviewing your account we see that you spoke with a Authorization supervisor on 3/15 regarding the denial of your claim.

   

  Feel free to contact our claims department and we will have a Authorization manager go over the denial again.

   

  Sincerely,

  FPHW