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:01/27/2025

  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.

  Before purchasing this home which had a home warranty on their appliances, I called them to explain their service. **** an associate told me I had to pay $60 for the service call and they would pay the remainder of the bill. I had a claim in Oct 2024 for an oven repair and they would email someones name and phone to fix it. Called service and they said they could not do it because they did not have a service contract with them So then 1 week larer, they gave me a ************************* Called him and he told me he didnt even work on ovens. So I called 1St Premier again and asked for a repair service and they told me to get somebody myself. I informed him I didnt know anyone and said it would be faster if I got one myself. So 2 wks later after researching , I found someone who came to repair. I paid the bill with the service chge included and sent bill to their ofc. They told me I had paid the repair service too much and they werent going to pay. Two wks later I received a cash in lieu form for $119.99 for the $491.66 bill I had paid. I complained but they said I either accept it or dont get paid at all. Thats not what they told me originally. Two weeks later, they reminded me to sign the *** form if I wanted to get paid at all. So I did and finally on Jan14.2025 I received a check for $59.99. I called them right away and questioned the payment. They said they took out the $60.00 service fee. I told them I had already paid all of that. They said they didnt receive it, but I told them I had sent it. So she went back to her supervisor and she said they would offer something for free on my next claim. What type of business is this? i said I wanted my money. I have proof on my phone that I emailed the papers requested on Dec 2, 2024, the *** form and the receipt showing I paid in full. Please help me get this resolved as i find this bad business and want the BBB reporting this. It is not acceptable business practices. Sincerely, *. *******

  Business Response

  Date: 02/07/2025

  Thank you for reaching out and providing detailed information about your recent experience with our services. We sincerely apologize for the frustration and confusion this situation has caused. We understand how important it is to receive timely and accurate support, especially when it comes to home repairs.
  To help resolve this matter promptly, we recommend contacting our customer service team directly at ************. Our representatives will be able to review your claim and ensure that all aspects, including the service fee and reimbursement issues, are properly addressed.
  Alternatively, you can visit our online portal for the latest updates on your claim and to submit any additional documentation that may be required. We take these matters seriously and will work diligently to ensure a resolution that meets your expectations.
  Once again, we apologize for the inconvenience this has caused, and we appreciate your patience as we work through this issue. If you need further assistance or have any questions, please dont hesitate to reach out.

• Initial Complaint

  Date:01/24/2025

  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.

  2 weeks ago I ***orted my water heater is leaking from the water fittings and the company gave me 3 different names of ***airmen. The first two refused to work for them, and the last one came out, his work order said the water heater was not heating the water. He took pictures of the leaking fittings and wrote them about the leak.I called yesterday and the company *** said they denied the claim because they didn't cover the tank leaking I told her the tank was not leaking but it was a fitting. I talked to the ***airman and he said he sent pictures and wrote them that the fittings were leaking and could not be ***laced. He said he would call them and I gave them his number. When I called today the *** said they didn't call him and the only way was to file another complaint. My water heater has been leaking for two weeks. I just filed a complaint against them above a month ago and the bbb closed the complaint. I would appreciate your help with this crooked company. I asked them to ***lace the water heater, I have already paid my share sixty dollars and the ***airman sent them pictures and explained the leak to them. Why should I have to file another claim This is a sorry company and should not be let to get away with doing customers like this. I would appreciate your help. Thank you for your help.

  Business Response

  Date: 02/07/2025

  Thank you for reaching out and providing detailed information regarding the issue with your water heater. I apologize for the frustration this situation has caused, and I understand how inconvenient this must be for you.
  To expedite the resolution of this matter, I recommend that you contact our customer service team directly at ************. They will be able to assist you in addressing the claim and ensuring the situation is handled appropriately.
  We take these concerns seriously, and I sincerely hope this will bring a prompt resolution. Please feel free to reach out if you need further assistance, and thank you for your patience as we work to resolve the issue.

  Customer Answer

  Date: 02/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The company's answer was, it is the tank and not the fittings, they said it is  all one .I told them their tech didn't agree and said it was covered . This is the worst company anyone can deal with. They should be put out of business.The last case their answer was the same I paid ****** and they approved ***** and I still haven't received a check as of today. Again thanks for your help 

   

   

   

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

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

  Business Response

  Date: 03/14/2025

  We apologize, but after reviewing your account we have not seen you have been approved for a cash back reimbursement you have mentioned. Could you please refer to us what you were referring to? Additionally, we have assisted the customer in understanding why we were not able to go forward with their claim. 

  Customer Answer

  Date: 03/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   IT SHOWS HOW THEY LIE, THE  CASH OWED TO ME WAS FROM WHEN I HAD TO FIND SOMEONE TO FIX MY OVEN BECAUSE NO ONE WOULD WORK FOR THEM. I PAID ****** AND SENT THEM THE RECEIPT AND THEY WOULD ONLY PAY ***** BUT THEY HAVE NOT PAID YET. THEY ARE THE WORST COMPANY I'VE EVER DEALT WITH. THIS IS A SECOND WARRANTY AT ANOTHER  HOME I OWN. THE BBB HAD TO HELP SETTLE THIS.   CROOKS, LIARS AND NO ONE WANTS TO WORK FOR THEM. THEY SENT A AC REPAIRMAN TO REPAIR THE WATER HEATER. I WOULD NEVER USE OR REFER THEM TO MY WORST ENEMY.  THANKS BBB . They are minus 0 out of 5 star company. 

   

   

   

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

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

• Initial Complaint

  Date:01/23/2025

  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 tried to file a claim to repair dishwasher. As per terms and conditions, company was supposed to cover repair or replacement cost of appliance but when we contacted the company, they refused to repair or replace the dishwasher and proposed we accept buy-out (current estimated cost of the appliance) of ~$170 though cost of replacement is more than ~900$. When we asked to provide the repair cost and how they came up with $176 (attached Kaladar-Dishwasher-Buyout.pdf). Attaching the term and conditions document (First Premier Home Warranty Policy.pdf) which clearly states that "During the term of this Agreement, we agree to pay the covered costs to repair or replace the items listed as covered on your Agreement Coverage Summary if any such items become inoperable due to mechanical failure caused by normal wear and tear."This is what we were informed when we purchased the policy, and there was no mention of a buyout.We request that the company either repair or replace the dishwasher in accordance with the policy provided to us.

  Business Response

  Date: 02/04/2025

  We apologize for any dissatisfaction you have experienced. We take the utmost care to ensure that every interaction with our customers meets their expectations. Your complaint is being taken with extreme seriousness. We are in the process of conducting an internal investigation to determine if there were any missteps. It is of paramount importance to us that we ensure the highest levels of customer service. Should you have not received that level of service, we will work with you to resolve this matter amicably. A Senior Director has been assigned to this case. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint.
  
  

• Initial Complaint

  Date:01/21/2025

  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 policy with this company 1/14/23 for $2250 for 5 years of coverage. I requested that they cancel the policy on 10/23 for their failure to uphold their obligation to me in accordance with their agreement. In August my over the range microwave broke. The agreement requires me to: 1. Make a Service Request( done 8/13). 2. Schedule a service appointment (Done 8/15 with service provider [*** who had 37 out of 37 negative comments on website and is 200 miles away from me]supplied by First Premier. 3. Pay your Service Fee - (Even though BGH came to my house, asked me what the problem was and without touching microwave said it would cost too much to fix and First Premier would probably offer a buyout..i paid his $45 fee and have a receipt As a RESULT 4. Have your covered item REPAIRED OR REPLACED ( First Premier sent me a cash in lieu of repair form for $209.99.. I told them it was not enough. Replacing the microwave with a comparable one including installation was quoted at $350. They told me THAT IS ALL YOU ARE GETTING so they neither repaired NOR replaced my defective item as obligated by the terms of their own agreement. I have receipts and notes from conversation and transactions. IN FACT they DEDUCTED the $45 I paid their service partner (BGH) and only sent me $164.99 to replace a $350 microwave in October. To correct this matter I want the remainder of my premium $1350 which is 3/5 of $2250 paid 1/14/23. PLUS the $45 which I paid BGH and gave FP a copy as requested but they deducted from the $209.99 } cash in lieu of repair agreement for the microwave I have called FP several times. Mostly they disconnect me and once told me they did not get my 10/23 cancellation request. But continued to say these things take time Then they told me it takes 60 days to process. When I remind them it has Been 60 days already they hang up. I am due $1395 ASAP

  Business Response

  Date: 02/03/2025

  I want to sincerely apologize for the frustration you've experienced with your recent claim. I completely understand how disappointing it must be to pay for coverage and not receive the service or payment you expected.
  It is clear that there has been a significant delay in processing your claim, and the lack of communication from our side is absolutely unacceptable. We truly value our customers and your feedback, and I regret that weve let you down in this instance.
  Please know that your concerns are being taken seriously, and we will look into the matter to understand where things went wrong.
  Once again, I apologize for the inconvenience youve faced. Should you have any further questions or concerns, please dont hesitate to reach out.

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer This is the same non actionable response I have been getting for months. The last 2 responses I received when calling was its in process. These things take time. An apology with no time table or concrete action is no response at all and I fear this is just another stall tactic. I am no further with knowing when I can expect refund than I was months ago  

   

   

   

   

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

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

  Business Response

  Date: 04/11/2025

  Hello,

  Unfortunately we do not have the authority to give a cancellation amount, due to the fact that all cancellation requests must be sent in writing to the following email- *************************************** Please contact the cancellation department email for a full breakdown of how much you may receive if you wish to cancel.

  Thank you

  Customer Answer

  Date: 04/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It is apparent the company does not intend to make a reasonable offer/attempt  to settle the matter  through this  process. Having discussed the evasive, contradictory, and at times incoherent responses from the company with the BBB representative, they referred me to the ********* to reach a conclusion on this matter.

   

   

   

   

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

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

• Initial Complaint

  Date:01/21/2025

  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 warranty company and its been 4months and my refrigerator stopped working. They sent a service man out and he said it was unrepairable. I was told that they would replace it and they were sending me a quote that they would offer to replace the refrigerator. To my shock the offer was $167.00. I immediately contacted them and told them I would not except this and according to the contract they must replace it. I let them know I will seek legal against them.

  Business Response

  Date: 01/31/2025

  I want to sincerely apologize for the frustration you've experienced with your recent claim. I completely understand how disappointing it must be to pay for coverage and not receive the service or payment you expected.
  It is clear that there has been a significant delay in processing your claim, and the lack of communication from our side is absolutely unacceptable. We truly value our customers and your feedback, and I regret that weve let you down in this instance.
  Please know that your concerns are being taken seriously, and we will look into the matter to understand where things went wrong.
  Once again, I apologize for the inconvenience youve faced. Should you have any further questions or concerns, please dont hesitate to reach out.

• Initial Complaint

  Date:01/21/2025

  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 was enroll in already in home warranty of America contract and **** with First Premier Home Warranty advised to a head and joined and wait after 30 days and cancel with ***. But I called to Cancel told The Premier home Warrenty before the 30 days and the account was never cancel. I called The Premier Home Warrenty and told them I had to cancel and I was told that it would be a $75.00 cancellation fee because it was over 30 days and told I cancel before the 30 days. I was advised to send a email to ******************** home Warrenty and I did and they are still taking my money from my account. I just called and I was told they never received anything from and hung up the phone while I was waiting.

  Business Response

  Date: 01/31/2025

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

• Initial Complaint

  Date:01/20/2025

  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 purchased a home warranty plan from First Premier on 04/20/2022. Our plan expires on 04/20/2028. In addition to the basic home warranty plan we purchased several optional coverages.Our home is in fairly good shape, but we wanted to be prepared for unexpected repairs.The most current complaint with the company started in December 2024. We had a water leak from the shower water k*** The warranty company assigned a local plumber to diagnose the issue and provide a repair estimate. He explained the issue to us and said that he would send the information to First Premier. Due to the holidays, I waited until today to call about my repair. The plumbing company was very apologetic when they told me that my claim was denied. They said the First Premier hasn't paid them for the service call! First Premier NEVER contacted me.When I called today, I spoke to the manager, ****. He said that my plumbing issues fall under their "exclusions". How can a leaking water control k*** in my shower not be covered? Why do I have a home warranty plan?Other issues with First Premier- We paid additional for our pool. They would only cover $500 of the repair cost.Our in-refrigerator ice maker stopped working- that's not covered.

  Business Response

  Date: 01/31/2025

  I want to sincerely apologize for the frustration you've experienced with your recent claim. I completely understand how disappointing it must be to pay for coverage and not receive the service or payment you expected.
  It is clear that there has been a significant delay in processing your claim, and the lack of communication from our side is absolutely unacceptable. We truly value our customers and your feedback, and I regret that weve let you down in this instance.
  Please know that your concerns are being taken seriously, and we will look into the matter to understand where things went wrong.
  Once again, I apologize for the inconvenience youve faced. Should you have any further questions or concerns, please dont hesitate to reach out.

  Customer Answer

  Date: 01/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I want my plumbing leak fixed correctly, promptly, and at no charge to me.

   

   

   

   

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

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

  Business Response

  Date: 02/11/2025

  Wed like to address your concerns directly. Please give us a call at ************ so we can look into this matter and provide the resolution you deserve. Our team is here to assist you and ensure that your issue is resolved in a fair and timely manner.
  

• Initial Complaint

  Date:01/20/2025

  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.

  My refrigerator stopped cooling last Thursday and called for service several times and also had a private come and tell me it was the ************* service people came out from premier until today January ******* only to not have the part but premier said it was not covered in the service contract. Im a seniorandhavebeen with a refrigerator for 6 days nobody came out. They advertised 24 hr service.They didnt respond until my daughter after 5 days. How does an appliance warranty not cover the part that cools the refrigeration. This has caused so much stress and pain for me since I have a condition affected by stress. I lost at least $500 worth of food. I had just used my food allowance the day before. I hope you can help so it doesnt affect any other senior. They said a linear compressor was not covered. They never asked what brand of appliances I had when they sold me the plan. Thank you

  Business Response

  Date: 01/31/2025

  I want to sincerely apologize for the frustration you've experienced with your recent claim. I completely understand how disappointing it must be to pay for coverage and not receive the service or payment you expected.
  It is clear that there has been a significant delay in processing your claim, and the lack of communication from our side is absolutely unacceptable. We truly value our customers and your feedback, and I regret that weve let you down in this instance.
  Please know that your concerns are being taken seriously, and we will look into the matter to understand where things went wrong.
  Once again, I apologize for the inconvenience youve faced. Should you have any further questions or concerns, please dont hesitate to reach out.

• Initial Complaint

  Date:01/17/2025

  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 claimed for my plumbing system to First Premier Home Warranty on 11/17/24. Claim# TN-*******. They sent me information for the contractor company and told me to contact that company. After 3 days, a contractor came to my house given an estimate and cost me $60. I sent the estimate to first premier company, on 11/20/24 they sent me a cash in Lieu repair form with the amount of $80 that I have to sign and send it back to them. I signed even the amount wasn't help at all because an estimated amount was $235. I paid out of pocket $60, and first premier only agreed to pay $20. The problem was from the day I sent the cash in **** form back to them until today 1/15/25, if didn't receive any payment. I called them before Xmas, 1 of them said that I will receive my payment on 1/4/25 which was I never received any payment on that day. I called again on 1/5/25, they said that they processing and I might be receiving my payment from ***** business days after they receive my form. Today is 1/15/25, it was over 2 months, but I still didn't receive any claim money and respond from them. I paid $419.16 for the whole year policy but I didn't receive any qualified service from them.

  Business Response

  Date: 01/30/2025

  I want to sincerely apologize for the frustration you've experienced with your recent claim. I completely understand how disappointing it must be to pay for coverage and not receive the service or payment you expected.
  It is clear that there has been a significant delay in processing your claim, and the lack of communication from our side is absolutely unacceptable. We truly value our customers and your feedback, and I regret that weve let you down in this instance.
  Please know that your concerns are being taken seriously, and we will look into the matter to understand where things went wrong.
  Once again, I apologize for the inconvenience youve faced. Should you have any further questions or concerns, please dont hesitate to reach out.

• Initial Complaint

  Date:01/15/2025

  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.

  April 15, 2024 Is when I purchased this plan. The cost was $1799.99 for a 6 year plan ending in 2030.On October 29, 2024, our water heater went out. We called the Plumber who did an examination. They determined that I needed a new water heater. the old water heater was about 12 years old. After, I called the Plumber it dawned on me that I had this coverage, and one rule was I call First Premier prior to calling the Plumber. I accept my mistake, So, I ask them what they would pay. They sent me a form letter (attached) offering $275.00. I signed the letter, and waited several weeks. I ask when can I expect payment. The person on the phone said he did not know, maybe in a month. I am still waiting. Now I have gave notice that I want to terminate my contract. I should be due a refund of $1500.00. I believe this company is either without resources, or refusing to pay what they are required.

  Business Response

  Date: 01/28/2025

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

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business response was simply to call, and they would go over the cancellation process.  I called as instructed.  The first person asks me why and made the remark that I could not cancel.   Then another person got on the phone, and said I could not cancel, but finally he said you are cancelled.  I ask about the return of funds, and he said it was cancelled, but no money.  This is outrageous as they need pro-rate my account.  

   Plan:  6 Year Platinum Plan

  Term:  4/15/2024 - 4/15/2030

  Plan Price:  1799.99

  Pro-rated:  1800.00/72 (12x6) = ***** per month

  Months Used 4/15/2024 - 2/15/2025 = 10 month of usage 

  ***** x 10 = ******

  1800.00 - ****** = 1550.00 

  1550.00 - ***** (cancellation Fee) = 14***** This is the amount that should be refunded to me immediately.

  *** ********

   

   

   

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

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

  Business Response

  Date: 02/06/2025

  Hello, there might have been a misunderstanding with the cancellation. If you would like a full breakdown by a manager who can handle this, please call our manager department at **********************. We do not wish to see you leave but please call us so we may see how we can resolve this complaint. 

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  While the business was supposed tell me the procedure of canceling my policy.  All I got was people trying to talk me into not canceling.  One unidentified man said I would only get around $400.00 back because of all the fees, restriction and cancellation charges.  But, one would think that First Premier would have provided such information to clients at the beginning.  I have heard that a $75.00 cancellation fee is the industrial standard.  Here is how I see this policy being pro-rated:

  Plan:  6 Year Platinum Plan or 72 months       Cost: $1799.99   Cost per month:  $25.00

  Term:  4/15/2024 - 4/15/2030

  Cancel Policy:  2/15/2025   

  A total of 10 months of the policy was used.  That leaves 62 months left on the policy.   The amount pro-rated should be $1550.00!!   This company was suppose to email a break down on how they pro-rated.  I have got nothing.  

   

  *** ********

   

   

   

   

   

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

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