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:02/07/2024

  Type:Sales and Advertising 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.

  * BOUGHT WARRANTY 10/31/2023 * STOVE LEAKING ************ 02/01/2024 *CALLED 02/07/2024 * DIAGNOSTIC DONE SAME DAY; TECH SENT CLAIM IN *CALLED TO CHECK ON CLAIM, HAD ME ON HOLD FOR AN HOUR, HAD TO CALL FROM A DIFFERENT AREA CODE FOR SOMEONE TO RESPOND. THIS IS A FRAUDELANT COMPANY; I DO NOT THINK THEY ARE PLANNING ON FIXING ANYTHING; I HAVE BEEN WITHOUT A STOVE, AND 1ST PREMIER WILL NOT HELP ME OR SAY THEY DO NOT COVER IT. I WANT TO CANCEL THEIR SERVICE, BUT THEY WILL NOT ANSWER SO THAT I CAN.

  Business Response

  Date: 03/09/2024

  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 call into our cancellation department to process your request.

   

  Sincerely,

  FPHW

  Customer Answer

  Date: 03/20/2024

  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 just want a refund for services NEVER RENDERED..I came out of $60 for nothing, I did not receive enough funds from you all! The only way to resolve is to send my title company my remaining balance as of 02/2024...I no longer want to work things out, I've tried that for a whole month and now you finally respond?? I call Shenanigans, please return my money, your company is a gimmick, and I'm sure you are aware from prior reviews, that I should've reviewed first.

   

   

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

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

  Customer Answer

  Date: 08/13/2024

  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:

  [Your Answer Here]

   I would like a full refund since I never used your warranty plan, due to it not being enough money to cover the costs and I came out of pocket for $100 extra, to pay the incompetent repair man that you, Premier sent over.

   

   

   

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

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

  Business Response

  Date: 09/11/2024

  To whom it may concern,

   

   

  Regarding the above case number, we understand the customer is looking for cancellation, please feel free to contact us via phone at ************ or email us at  ************************

   

   

   

  Thank you & Stay Safe,

  FPHW

• Initial Complaint

  Date:02/07/2024

  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.

  Last month I decided to cancel my account because, after 2 service requests, they send out a technician, and he gave me a repair estimate and sent it to ****. They then decided to send me "Cash In *** of Repair" , which was far below the cost to fix it. I was very upset with this and decided to cancel the service which I did. Unfortunately for me, the told me I sent an email in the WRONG format, resulting in one more month in a $70 dollar payment. Also, not aware of, there is an additional $75 cancellation fee. This is costing me a total of $145 in additional fees because of a syntax error because I did not send it in a particular format. I tell all that is considering this company "DON'T" bother with this because they are a criminal organization just like ******* ******

  Business Response

  Date: 03/09/2024

  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:02/06/2024

  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.

  Last week I contacted SemperFi AC to get maintenance on our AC. They stated there are failing parts and will need a repair and also stated that the repairs may be costly and a possible replacement would be needed. I then contacted First Premier and they took my claim and a day later denied it because they say the unit wasn't maintained and they now exclude my entire AC unit.The failing parts are on the outside condenser heatpump, and First Premier is denying because of rust on the inside of home furnace coil, which has Nothing to do with the outside portion, it is a split unit. I moved into this home in Nov 2023, and there would be no way I could do any maintenance prior to that date, and when we purchased this policy they asked if the unit was running and working, they did not ask for any inspection or visual proof. The unit does work, the unit is running, there are just failing parts which can be expected for a unit 13 years old.This is now causing me to get a full replacement and pay out of pocket full price instead of getting it repaired.

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************************
  
  
  
   
  
  

  Customer Answer

  Date: 03/19/2024

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

  Business Response

  Date: 03/20/2024

  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 and diagnosis back the unit is a split unit and rusted and leaking out which doesn't fall under the guidelines of the policy.

   

  A. Air Conditioning System
  NOT COVERED: Filters; filter driers; condenser casings; registers and grills; water towers; humidifiers; chillers; electronic air cleaners; window units; non-ducted wall units; mini-split wall units; gas air conditioning systems; water evaporative coolers; swamp coolers; condensate pumps; valves of any kind (including but not limited to: thermal expansion, ********, gas, key, and reversing); all exterior condensing, cooling and pump pads; disconnect boxes; roof mounts, jacks, stands or supports; cost for crane rentals; electronic, computerized, and manual systems management and zone controllers; zone components and parts; zone system components; commercial grade equipment; refrigerant conversion; leak detections; water leaks; drain line stoppages or drain pans; failures due to locked and/or open windings, line restrictions, filter driers; maintenance; rusted and/or corroded coils; component short to ground; noise without a related mechanical failure; improperly sized units; air conditioning with mismatched condensing unit and evaporative coil per manufacturer specifications; improper use of metering devices (i.e. thermal expansion valves). We are not responsible for the costs associated with matching dimensions, brand or color made. We will not pay for any modifications or upgrades necessitated by the repair of existing equipment or the installation of new equipment.

   

  Sincerely,

  ****

• Initial Complaint

  Date:02/06/2024

  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.

  I filed a claim regarding my heating system on or before 1/30/24 with my home warranty company (First Premier Home Warranty). This issue left my home without heat. I received an email from the warranty company on 1/30/24 with technician information (Tech Masters, LLC) to schedule appointment. Upon doing so I spoke with *** whom advised next available appointment would be 2/8/24. I then called warranty back to advise of this appointment date and they approved of having a tech of my choice come out to resolve issue. ***** Comfort Control came out on 1/30/24 and replaced a blown fused and heat was back on. I emailed the invoice to warranty for reimbursement. However, approximately 4 days later the heat went out again. I contacted warranty the weekend of 2/2/24 and spoke with *******. She advised that my claim was still open. I advised since I had already paid out of pocket which included my ***** deductible could I have the service call fee for Tech Master waived and she said since its related to same issue and within 30 days of claim opening to call back and request the waiver as a manager was not available at the time. Meanwhile, ***** came back out and replaced fuse again and indicated that the fan motor needed to be replaced. I called warranty again today 2/6/24 and spoke with manager *****. He indicated that since I signed a pay in lieu form that claim had been closed and would not be able to waive the additional deductible. On this document it clearly states that the claim will not be officially closed until payment/check has been issued and at this time it has not been. I requested cancellation of warranty, ***** refused to cancel.

  Business Response

  Date: 03/01/2024

  
  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 account your policy has been cancelled per your request.

   

  Sincerely,

  FPHW

• Initial Complaint

  Date:02/05/2024

  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.

  Have had this warranty company for over a year now, have never filed a claim till now. When the warranty was purchased I was told the company would either repair or replace the item in question. Now they are telling me they don't do that and they have the option to do a buy out and they set the price on what they are going to settle at for the item. They want to give me $158 for my wall oven. That is after I paid the service call of $60. This company is out to scam you and only take your money. Bad business !!!

  Customer Answer

  Date: 03/01/2024

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

  Business Response

  Date: 03/01/2024

  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 account we see that your claim has been APPROVED for a cash in lieu of repair per the guidelines of the service agreement.

   

  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:02/05/2024

  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 have been working with First Premier Home Warranty since February 2022. They have been the worst company I have had the displeasure to work with. If I could give them a negative star rating I would.The following outlines issues I have had with them.1. Lack of communication: They consistently fail to answer my calls, and reject my calls when they recognize my number. Once I do get on a call, having to go through the sales department, I get informed that I should receive a call within ***** hours, but multiple instances they do not respond. Typical response from the call to have a technician visit my house is 1-2 weeks not the promised ***** hours.2. Lack of commitment: Once a technician arrives, I am required to pay $50 to get my issue assessed. Once assessed, I have to wait until they receive and review my claim. They have had multiple instances where they do not respond, and I have to call multiple times to get an answer if my claim was reviewed. Once reviewed and if approved, there is a significant delay before anyone comes to resolve the issue. If I do not call daily, they do not respond nor help me in anyway. I must constantly call and ask for updates.3. Lying about contract: Almost all my claims get rejected once a technician is out. The technician assesses the situation and informs me the proposed item (Water heater, stove, kitchen sink, etc.) need to be replaced. Once it's "reviewed" they consistently say the item is not covered, and refuse to provide further explanation. I paid over $3,000 to fix items that should be covered. They also lie about coming to my home, and automatically reject my claim. I had to call multiple people to come resolve my issues.They are the worst company ever, and have 0 accountability. They do not help, but **** me dry. They do not care to provide a service, lie about assessments, and reject without explanation.I would like a full refund for everything I was charged from the very beginning.

  Business Response

  Date: 03/06/2024

  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 previous claims we see that your dishwasher has been rusted and corroded which is something that isn't covered under the guidelines of the policy.

   

  Please refer to your policy documents that outlines the coverage details on your appliances and systems.

   

  Sincerely,

  ****

• Initial Complaint

  Date:02/05/2024

  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 have a claim that's unresolved since Sept. Because it hasn't been completed and closed out, I cannot file another claim. I was offered a law ball settlement that wasn't enough for a replacement or parts or repairs. I refused the settlement and now when I call, I'm being told I cannot open a new claim, even though the agent **** told me that since the settlement was issued, my case was closed. If my case was closed and the company is not offering to do anything else, then why can't I open a new claim? I've been trying to open a new claim since Sep 2023 and that's how I found out my claim was still "open".

  Customer Answer

  Date: 02/29/2024

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

  Business Response

  Date: 03/01/2024

  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.

• Initial Complaint

  Date:02/02/2024

  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.

  ***** premier home warranty sent a tech out to look at our broken freezer (wouldn't stay cold and alarm was going off). They cleaned dust out of bottom and charged the fee for the visit. It was still broken a few days later and I've been chasing both the technician/repair company AND first premier.. First premier answered a call two weeks ago and said that they would get them to come back for free so I didn't have to pay the ********** fee again (since it wasn't resolved). Instead, I've called and called and they never get back to me about a visit. It's been broken now since NOVEMBER. I would either like to be reimbursed for two months of their warranty cost or have someone come immediately.

  Business Response

  Date: 02/21/2024

  
  I hope this message finds you well, and I appreciate the opportunity to address your concerns regarding the service provided by First Premier Home Warranty. We sincerely apologize for the inconvenience you have experienced and want to assure you that we take your feedback seriously.
  
  Upon reviewing your case, it is disheartening to learn about the challenges you've faced with the repair of your freezer. I understand the frustration this situation has caused, and I want to express our commitment to resolving this matter promptly.
  
  First and foremost, we apologize for any miscommunication or delays you've encountered in reaching out to our customer service team. This falls short of the level of service we aim to provide, and we are taking steps to address and improve our communication processes.
  
  In an effort to rectify the situation, we will expedite a service request for your freezer immediately. A technician will be scheduled to revisit your residence to address the ongoing issue at no additional cost, as previously promised.
  
  Furthermore, we acknowledge the time it has taken to address your concerns, and we would like to offer a reimbursement for the two months of warranty costs, as a gesture of goodwill for the inconvenience caused.
  
  To facilitate the scheduling of the service visit and initiate the reimbursement process, please provide us with the following information:
  
  1. Preferred date and time for the technician to revisit your home.
  
  You can forward this information to our dedicated customer service team at ***************************** or call our toll-free number at ************. Rest assured, we are committed to making this right and ensuring the prompt resolution of your concerns.
  
  We genuinely appreciate your patience and understanding as we work to rectify this situation. Our goal is to restore your confidence in our services, and we remain dedicated to providing you with the high level of service that you rightfully expect from First Premier Home Warranty.
  
  Thank you for bringing this matter to our attention, and we look forward to swiftly resolving it to your satisfaction.
  
  Best regards,
  
  First Premier Home Warranty
  
  

• Initial Complaint

  Date:01/29/2024

  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 for our home on 9/21/23, and it went into effect on 10/21/23. Our downstairs heating unit went out on 1/13/24, prior the unit worked as it should and was quiet. But, early on in the morning of 1/13/24, the blower sounded like a freight train, then stopped working altogether. I called First Premier on 1/15/23 to file a claim and get the unit fixed. I called my own HVAC contractor (since the policy allows this); my contractor stated the blower assembly was stripped out beyond repair, also the blower wheel was completely bent and in pieces. They recommended the unit be replaced. The cost to replace the unit was $14,500.First premier denied the claim, and initially said it was due to secondary damage; when I asked for a specific definition of what secondary damage meant the Supervisor I spoke to became extremely hostile and even called me stupid. He explicitly said he didn't care about customer service when i stated that was extremely rude and unprofessionally. Furthermore, he mocked me and stated he was a millionaire and could careless about my situation. When I asked for his name, he declined to provide and also declined to transfer me to his supervisor. He then hung up on **** called back and spoke with another representative who stated the reason for the denial was due to improper maintenance of the unit. I informed him that the initial reason I was given by a First Premier Supervisor was because of secondary damage. Therefore, I asked for a written letter stating the specific reason for the denial. I was told it would take ***** business days.First Premier's business practices are very deceptive, they've provided two different reasons for the denial and refuse to provide definitions to what their policy terms meaning. This creates a very vague policy where they can essentially deny every claim. I want full reimbursal of repair costs of $14,500. We have a newborn and had to fix the unit immediately upon the denial.

  Customer Answer

  Date: 02/23/2024

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

  First Premier refuses to cover our heating unit which failed while covered by their home warranty.  Instead their employee called me a liar and insinuated he couldnt care less about my claim, since he was a millionaire.

  Ive had to pay $14,500 out of my own pocket to get a new unit installed.  I will be pursuing a full reimbursement.

   

   

   

   

  Sincerely,

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

  Business Response

  Date: 03/25/2024

  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.

  In reviewing your claim we see that it was denied per the terms of the service agreement since the unit is damaged.

   

  Sincerely,

  ****

• Initial Complaint

  Date:01/29/2024

  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 have had a few problems with my house that was covered under my home warranty. I tried submitting a claim and emailing and this company would not respond to me. When i have called i'm on hold for 30 mins or longer and it seems like it's always the same person that answers. They sound disheveled and as if this isn't even a business. It was so complicated I paid out of pocket for two issues. I had a more recent issue where there was a clog in my bathroom sink, I could not get a hold of them to file a claim so I paid out of pocket for a plumber. I then got a hold of First Premiere where they said they would pay the amount left over after the deductible. I filled out the form and emailed it back and now I can't get them to pay me, it's been 2 months and they will not respond to my emails. When I call they are always closed or no one answers the phone. The hours the answering service which is a live person tells me is different from hours on their website. I want to cancel my account and get back the money I paid because I purchased this warranty for 5 years and spent a couple thousand on it.

  Business Response

  Date: 02/28/2024

  We appreciate you bringing your concerns to our attention, and we sincerely apologize for the challenges you've faced in your interactions with First Premiere Home Warranty. Please allow us to address your issues and provide a transparent overview of the steps we are taking to resolve them:
  

  We apologize for the difficulties you've encountered in reaching our customer service team. Your experience is not reflective of the level of service we aspire to deliver. We are actively reviewing and restructuring our communication channels to ensure prompt responses and enhanced customer support.
  We acknowledge the delay in processing your reimbursement for the plumbing service. This is certainly not the level of service we aim to provide. Our team is investigating the delay and will expedite the resolution of your claim. Additionally, we are implementing measures to improve the efficiency of our reimbursement processes.
  Inconsistent Operating Hours: We apologize for any confusion regarding our operating hours. We are revising and updating our communication channels to provide accurate information about our hours of operation. This will help avoid any discrepancies between the information provided by our live answering service and our website.
  We understand your frustration and desire to cancel your account. We want to assure you that we will process your cancellation promptly, and you will receive a prorated refund for the remaining term of your policy. Please contact our cancellation department to initiate your request.

  
  We apologize for any inconvenience these issues have caused you, and we appreciate your patience as we work to rectify these matters. Your satisfaction is our priority, and we are committed to restoring your confidence in First Premiere Home Warranty.
  Thank you for bringing this to our attention, and we look forward to resolving these issues to your satisfaction.

   

  Sincerely,

  ****