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:07/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/2/23 I called ******************** *********************** Home ****************** and purchased a ********************** plan for $40. I spoke with an agent named ***. I asked questions to see if it was the plan I wanted and He also sent me a form that further explained the ********************** while we were on our call. The form he sent included information about a lot of things that weren&#**;t covered that wasn&#**;t discussed prior. I decided I didn&#**;t want the ********************** plan and asked to speak with a supervisor. When I spoke with the supervisor he said *** had sent the wrong form and he would send me another form, but if I still didn&#**;t want the plan I could cancel it. The second form also included information on a lot that wasn&#**;t covered and I decided I didn&#**;t want to keep the plan. The supervisor gave me a telephone number to call and cancel. I called the number to cancel and spoke with another gentleman who said I had to send an email. I told them I was previously told all I had to do was call. At that time the gentleman said he would see if it could be expedited because I just signed up and wanted to cancel the same day. The same day I eventually spoke to the agent *** again and he yelled and asked why I wouldn&#**;t give them a chance. I also spoke with the supervisor again and was told I would need to pay $75 cancellation fee, although this was disclosed at any time prior. Today I called the cancellation number 6 times and keep being sent to a voicemail.

  Business Response

  Date: 08/07/2023

  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.

   

  After reviewing your account, we see you spoke to a manager who went ahead and cancelled the account for you per your request.

   

  Please let us know if you need any further assistance.

   

  Sincerely,

  ****

• Initial Complaint

  Date:06/28/2023

  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 signed up for their service on June of 2022. My issue with them is they don't deliver on services they claim to provide. I got the home warranty covering my appliances and my heating and cooling system. My refrigerator broke the last part of September 2022, i filed a claim, they did send someone to fix it, can't remember company name, their technician installed a new thermostat. Then the first part of December it broke again, so i filed a claim, they sent someone to check it and finally told me that my claim had been settled, for me to take it up with the company that installed the thermostat. so "i" had to buy a new refrigerator. Meantime while my claim was still open my heating system went out, they told me they only handle 1 claim at a time, so by the time they closed my claim and i got to file a claim on my heating system, i was freezing. it took them a couple of weeks, i finally got tired of waiting and freezing, i got somebody to come check it, i needed a new on, so again i got it installed, paid for it my self. in March my dishwasher went out, so i called them, filed a claim, they sent someone to fix, they found it was to old to fix, i need a new one. So First Premier sent me a form to sign a "CASH IN LEIU OF REPAIR" offered me #***.00 told me i would get a check in 15 to 30 days. This was in March i got a check from them on 6/22/23. After i called them i don't remember how many times. another thing when i called, i got a recording that asked if you wanted to sign up for a warranty or wanted to file a claim then they would keep you on hold for 15 and up to 25 minutes.

  Business Response

  Date: 08/01/2023

  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 all 3 claims have been APPROVED and paid out.

   

  Your account has been expired and if you would need any further assistance please contact our claims department.

   

  Sincerely,

  FPHW

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home warranty from First Premier in June 2022 that extended to August 2023 for $485. The Policy Number is *****. The warranty included coverage for my refrigerator with a replacement cost up to $1500. On June 5, 2023 my refrigerator began experiencing issues cooling properly. I contacted First Premier, who assigned *************** to complete the service call. *************** is located in **********, **, which is 6 hours from my property. I made this known to First Premier on 6/12/23, however, they ignored my request to switch to a "local" vendor." I paid *************** on 6/16/23 ($60) for a "service call", however, *************** never came to my house to inspect the refrigerator. They simply issued a diagnosis directly to First Premier indicating that parts are not available to fix this unit. Upon further research, this diagnosis is false, as parts are available and service can be provided. I informed First Premier claims department of this issue and informed them *** did not come out to the property. First Premier issued Claim # ****, via *************************** on 6/22/23 for only $150. This same day I asked they consider revising their very low offer to account for the replacement cost of the unit. In my conversation with a First Premier representative on 6/23/23 I requested the diagnosis from ***, but my request was outright refuted. However, the representative did say the report read, **************** nightmare...." Considering the *** tech never came to my property, I suspect potential fraud is being conducted. Of note, it is very curious that a company 6 hours from my residence is being assigned by First Premier, who is then issuing a diagnosis sight unseen and First Premier is quickly issuing settlement claims for way below market value. As stated, I'm seeking full replacement value for my unit. Otherwise, I will be relying on the court system to adjudicate this action and be investigating the potential for a class action lawsuit.

  Business Response

  Date: 07/27/2023

  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 a cash in lieu form has been sent for the claim # ****, once the claim form has been signed we will issue the approved claim for you.

   

  Sincerely,

  ****

  
  

  Customer Answer

  Date: 07/28/2023

  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 you have no provided concrete mitigation solutions to address my issues. Of note, you assigned a service provider six hours from my home to this effort, who then did not even come to the address to service the unit, but issued a bogus report without even seeing the appliance. You understood this concern and have not provided an adequate remedy. At a minimum, I will be seeking the $150 you offered, however, I would suggest you provided a revised estimate to account for this issues noted, as the parts/labor to fix this appliance are valued at much more.

  With that being said, I suspect fraudulent activity between the service providers and First Premier, which is likely being conducted to create fraudulent service reports and offer extremely low reimbursement to consumers for these ******* refrigerators. As a result, I'm considering reaching out to the applicable departments within the ***************** and ***************** to further look into this issue. Thus, any input the Senior Director assigned to this case can provide would be greatly appreciated before I seek further action. 

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

  
  

  Customer Answer

  Date: 09/08/2023

  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:

  BBB,
  
   
  
  Good morning! First Premier has yet to resolve the complaint. Of note, per the BBB correspondence to this case they promised to make payment of $150, which was offered to me and I provided all the necessary paperwork to receive payment. Please reinstate this case to investigate further. Also, respectfully request you assist in resolving and/or provide additional information as to who I can contact to report this issue of non-payment. 
  
   
  
  V/R,
  
  *************************
  
    

   

   

   

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

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

  Business Response

  Date: 10/20/2023

  In response to your complaint A check was to customer for refrigerator claim #****, ck#**** on 10/13.

   

  It is safe to say this complaint has been resolved.

   

  Sincerely,

  ****

• Initial Complaint

  Date:06/27/2023

  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 policy from this company several months past. I had a claim and filed it with them. They sent out a technician to evaluate the situation and while he was there he informed me that I would need to pay him upfront if I wanted any work done going against what the policy stated. I made a complaint about this to the company so they sent a different technician to my house and he told me the same thing. He explained that in his 5 years of working with this company that they had never approved a claim and if I wanted any work done I had to pay him directly then seek reimbursement from the warranty company. I called the warranty company again and they advised me that I should get a plumber of my choice and to submit their quote which I did. It was from a professional company who ended up telling me the same thing that these home warranty companies never approve anything. So I submitted the quote on 06/22/2023 and just now followed up with them. They told me that my claim had been denied because they don't pay for the toilet being moved. So I said fine and that I would have it amended and resubmit it. They told me that I couldn't do that because the claim was now permanently closed and that I get only 1 chance to submit a quote. I said I wanted to cancel my policy immediately and they said I couldn't and that if I tried to I would be hit with penalties so much so it would double my contract cost. This whole thing is a scam and someone needs to do something about it! I would like my money back and a guarantee that they cannot try to charge me more in the future.

  Business Response

  Date: 07/27/2023

  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 response to your complaint: as stated the customer is trying to commit ********************** fraud of fabricating the diagnosis report from the technician. We also see that your account has been closed and cancelled per your request.

   

  It is safe to say complaint has been resolved.

   

  Sincerely,

  ****

   

   

  
  

• Initial Complaint

  Date:06/26/2023

  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.

  Its appalling that First Premier Home Warranty prorated payments to our broken Insinkerator ************ 1HP Garbage Disposal Unit for cash in lieu of repairs for 1/3 of what it actually cost to replaces. Claimed was filed for a broken appliance on 04/28/2023 and First Premier Home Warranty assigned *** ************* tech for diagnostic, the *** tech reps arrived to our residence on 05/01/2023 and after a $75.00 service call fee, he concluded that our Insinkerator ************ 1HP Garbage Disposal need to repair or replace. On 05/08/2023 First Premier Home Warrantys offered us a Cash In lieu of Repair in the amount of $150.00 to replace our $400.00 Insinkerator ************ 1HP Garbage Disposal. We refused the offered and requested for it to be repair or replace to the comparable or exact brand of our broken garbage disposal unit, after a lengthy conversation the claims adjuster suggested for us to tighten our belt (his exact words)and step down to a low end appliances to afford with the cash payment they offered us so he can closed the claim out, after a lengthy phone conversation First Premier Home Warriors we got tired and disappointed of the bs and cut our losses and negotiated for the amount of $375.00 but compromised for $225.00 to the previous offered of $150.00 in which it only covered half the cost of our broken Insinkerator at this we just dont want to argue anymore for our ************ 1HP Garbage Disposal actual value of replacement. First Premier Home Warranty finally email us the Cash In Lieu of Repairs form to signed on 05/12/2023 with the agreed amount of $225.00 but still not enough covered our Insinkerator Evolutions XL 1HP Garbage Disposal that First Premier Home Warranty prorated. After numerous phones called to the clueless and rude representative, we received the long-awaited payments on 06/16/2023 for measly $149.90 vice $225.00 that was agreed upon. We are disgusted with the switch / bait tactics and a fakes or inflated reviews this company and the unethical tactics. We have canceled our contract and looks elsewhere for our business. Buyer aware. stay away from this company. and dont believe the fakes reviews, do your own research and ask other customers of their experiences in dealing with any Home Warrantys companies.

  Business Response

  Date: 07/27/2023

  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 two cash in lieu forms were sent, you sent back the incorrect $150 credit form signed so that was what was credited back. We also reviewed your account has been cancelled and closed per your request.

   

  Sincerely,

  ****

• Initial Complaint

  Date:06/26/2023

  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.

  When filing a claim service company does not provide a report to the home owner. Communication is beyond terrible. I filed a claim for my AC because it was not cooling as good as it was, they sent a service guy out and he said the unit was too old there was a coil that was iced up and it takes R22 freon which the service guy said they don't make anymore and he was going to request it be replaced. On May 25th via email I was informed my AC unit would not be covered due to leaks which they said was listed as an exclusion. I will provide the exclusion list for you, i don't see anything about leaks other than water leaks. I hired a third party hvac company, they provided me with a report and i went forward with them and had the unit replaced I submitted everything to first premier and they still insisted the unit wasn't covered. I spoke with **** at first premier, after going round and with him he started pulling things out of his hat and making accusations towards me. I reached out to company that did the install and they said in their professional opinion that there shouldn't be any reason why the unit shouldn't be covered he stated that he deals with these warranty companies all the time and unfortunately you have to fight for what is rightfully owed to you. Also within my conversation with **** since they were refusing to cover the unit I asked to cancel my plan and he stated I would get a prorated refund I've only had the plan for a short time they denied this claim and havn't paid out on any other claims there should be no reason why I can't get a full refund. On June 19th I emailed them as they instructed for a refund and still have not heard from them. I would prefer the unit covered as it should be rather than the refund.

  Business Response

  Date: 07/27/2023

  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 review of your claim leaks aren't covered under the guidelines of the policy.

  A. Air Conditioning System
  Note: Coverage available on Air Conditioning units up to a 5-ton capacity, and for residential use only.
  COVERED: Mechanical parts and components of two (2) ducted electric central air conditioning systems. All components and parts for units below 13 SEER and/or R-22 equipment, and when we are unable to facilitate repair and/or replacement of failed covered equipment at the current SEER rating or with R-22 equipment, repair and/or replacement will be performed with 13 SEER/R410A equipment and/or 7.7 HSPF or higher compliant, except:
  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.

   

  If you would like to cancel your account, please submit cancellation request to *****************************

   

   

  Sincerely,

  ****

• Initial Complaint

  Date:06/16/2023

  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've called this company server times (First Premier Home Warranty) asking to cancel a policy that was started back in May. They state in their policy it can be canceled anytime within the 30-day window with no penalty. I have followed their requirements of sending an email to their customer service address multiple times and have not received any responses. I've spoken to their sales department and they state the same thing, email the request. To this day, they have not be able to provide any service or be able to cancel the policy. This feels like a scam company and has received many complaints with the BBB. The policy just needs to be canceled and the charges reveresed.

  Business Response

  Date: 07/18/2023

  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.

   

  In reviewing your account we see that a cancellation form was emailed to you on 6/16/2023 we have yet to receive the form signed and returned. Once the form is returned we will process the refund back on to the original form of payment.

   

  If you have any further questions feel free to reach our cancellation department.

   

   

  Sincerely,

  FPHW

• Initial Complaint

  Date:06/15/2023

  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 bought a 6 year home warranty policy with first premiere home warranty on May 31, 2022. Since then it has been a nightmare whenever I requested a claim for appliance repairs at home! They either decline my requests or settle for 1/1000th of the appliance price! recently, I had an issue with my refrigerator and they claimed it can't be fixed even though other technicians were able to fix the refrigerator, same thing happened with my dishwasher! they wouldn't repair no matter what!i finally fed up with this company and wanted to cancel the remainder of my poilcy! I was expecting a pro rated refund back! However, the customer service agent also wants to deduct for all the previous claims before they issue the refund!I sincerely request BBB to intervene and help me get my refund for the remainder years!Total Paid for the policy: $1905.31 Expected Refund back from the company: atleast $1500 based on their pro rate and since i used their service for 1 year.

  Customer Answer

  Date: 07/10/2023

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

  Business Response

  Date: 07/10/2023

  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 response to your complaint we have sent you over a cancellation form with the pro rate refund based on the terms of your policy, once it has been signed and returned the credit will be processed.

  XII. CANCELLATION
  C. Mutual agreement of us and you. If this Agreement is canceled after thirty (30) days, you shall be entitled to a pro rata refund at the standard contract fee rate for the unexpired term, less a $50 administrative fee for each unused term and any service costs (including, but not limited to, any good will payments or settlement payments made to you) incurred by us. In the event this Agreement is canceled any free months offered will be removed from the prorated refund amount. If we have provided services and the amount of the service costs incurred by us is greater than the contract fees paid, then no refund will be due to you. All cancellation requests must be submitted in writing.
  ?

  Sincererly,

  ****

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 23, 2023 I called my home warranty and told them that my 40 year old wall oven is not working properly, they asked whats not working? I told them the oven temperature gage is not working. I set the oven for 350 degrees, 30 minutes later, it's 400+ degrees. And that it's not cooking evenly (one side is hotter then the other. A few days later a technician came out from ************** to look at it. The technician did the same thing as I did with the oven, he said it's most likely needs a new Thermostat. He also said due to the ovens age, finding a replacement part is going to be a task. He submitted all of his findings to First Premier Home Warranty, due to a holiday it took them longer to get and read over the technician report. I called back 3 times and each time they still have not made their decision. I called back on June 2, 2023 and told me that the claim for replacement has been denied, due to the oven is still working. I consider this oven a MAJOR FIRE HAZARD.

  Customer Answer

  Date: 07/02/2023

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

  Business Response

  Date: 07/03/2023

  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.

   

  After reviewing your claim the diagnosis came back as there was a malfunction in the temperature holding clock, unfortunate that doesn't fall under the guidelines of the policy.

   

  If you have any further questions feel free to contact our claims department.

   

  Sincerely,

  ****

   

  Business Response

  Date: 07/24/2023

  In response to your complaint, holding clocks fall under the cosmetics which isn't under the guidelines of the policy.

   

  Please reach out to our claims department if you have any further questions.

   

  Sincerely,

  ****

  Customer Answer

  Date: 07/25/2023

  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:

  So what if anything that is wrong with my oven is covered by your policy?

   

   

   

   

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

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

• Initial Complaint

  Date:06/06/2023

  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.

  6/1/23. AC went out. Call several times to filed a claim no show. The policy was 2/24/23 paid $399. They lie to me about sending someone out. When I call the company they supposed to have sent said they had not heard from them in 4 years. I ended up paying out my owe pocket to get it fixed. I texted to cancel my policy and they sent me over to their lawyer for a feed of $5 which I didnt take. They already have enough of my money, and I dont want to give them another dime.

  Business Response

  Date: 07/06/2023

  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 a cancellation form was sent over to you to sign once that has been returned your account will be closed and refund processed.

   

  Sincerely,

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