First Premier Home Warranty

We have had a terrible experience with First Premier Home Warranty. We submitted a request to have HVAC repaired. It took over a week for them to get back to us with a contractor. When we called to find out what the hold up was they did not t have any information. It was like the left hand did not know what the right hand was doing with this company. Once we finally got the name of a contractor and had them come out for a service fee, the contractor contacted FPHW with information regarding the repair. When we heard nothing back for several days, we contacted the contractor and he said when he submitted the service information he was told we had cancelled the request (which we did not). It took the contractor 3 attempts to get the information to them, all with several days in between, because they could not seem to find the information every time we called. The contractor ultimately stayed on the phone with them while he submitted the estimate so he could confirm they had received it. He was told we would hear from them within 24 hours. After more than 24 hours had passed, we again called, only to be told we would have to provide 36 months of HVAC maintenance history in order to have this job approved. We have only owned the home for 10 months so we obviously did not have this maintenance history. They said they could not approve the job without this. So frustrated, I called the management number and spoke to a very condescending person named Todd who also said he could not help me and that the 36 month thing was in the contract. I have read the contract I was given and it says nothing about this. This company is a fraud. The whole point of buying a home warranty is to be able to be covered for the unknown when buying a home, BECAUSE there may be things you do not know about said home. I have sent them our home inspection which would be all that we have since the home is new to us. They told me today that the underwriters denied the claim without 36 months of maintenance records! The contractor for the HVAC said he has never worked with a warranty company that was this bad. A company is only as good as their promises kept, not their promises made. Do not be fooled by this company who does not stand by what they promise.

These people are nothing but a bunch of childish bullies. Theyâ ve been constantly harassing me for a week, bombarding me with emails, texts, calls, and letters trying to get me to renew my plan. They even call from a ton of different phone numbers, for whatever purpose, all shown below. Most are disconnected now. Then Jack became rude and confrontational once I told him I wasnâ t interested, and still tried to bully me into signing up, because apparently he doesnâ t understand that no means no. Their plans are terrible to begin with, and did us zero good last year anyway. Definitely go with someone else!

They will not honor a claim. Do not use them. I have to go to small claims court in order to get the amount of my claim. They use deceptive sales and advertising practices.

DO NOT GET THIS WARRANTY COMPANY! They are Scamming us to get money but not provide service. Amazing sales guys but will not cover your claim. I paid for 6 years and after a year when I finally had a claim they made up things to not approve my claim and Todd - Operations Manager was extremely rude and accusatory although i provided all the supporting documentation. You will do more work with 0 outcome. They just want your money. I paid for a specialist to come diagnose my HVAC system and they gave their recommendation to First Premier Home Warranty, I had to call and reach out over 6 times to get a status and next steps then they asked for 3 years of maintenance report which i provided and then they asked for proof of payments which point i was fed up as i spend more hours trying to provide reasonable documentations then i should! Next, ask for my birth certificate?? When I asked to have my money refunded and whom I can talk to about this deeply unsatisfactory service they would not provide that info and got extremely rude. I would have rather flushed that money down the toilet then pay to company that just wants to scam you when you need them the most.

THEY WERE EXCELLENT ON TIME AND FIXED MY AC WHEN IT BROKE DOWN.

Poor response

I just sign up today with Bryan and he was very helpful and professional

A totally unethical company. After contacting them and waiting over 48 h for a repair technician to contact me, I called back and after a lengthy wait, was told to expect a call within 10 min, which never came. I then posted a negative review summarizing my experience. This morning a supervisor called me demanding I remove the negative review and that nothing would be done regarding my claim until the negative review was taken down. EXTORTION! I've referred them to the BBB and have demanded a full refund. Steer clear of this company.

Good nice and quick to get it done

They denied a water heater claim. When I threatened to cancel my policy, they then offered to pay a retention just shy of the water heater claim amount and further reduced the payout my the deductible for claims. It was a less than pleasant experience.

By far, the best company out there! I placed a claim for my heating system and it was approved over the phone while the technician was here. HIGHLY RECOMMENDED!!

DO NOT SIGN UP WITH THIS WARRANTY COMPANY!!! It is such a scam! I signed up with this Home Warranty Company in May of 2021 for 1 year and 6 months. I filed a claim on my oven, paid $75 for a repairman to come out and look at it through the warranty company, First Premier gave me a claim number and ultimately the repairman said he could no longer get the parts needed to repair it and that we needed a new oven. I reached out to First Premier with this information and they had me file a form called a "cash in lieu of repair" form. I completed and emailed the form on 1/26/22. I NEVER received the $134.68 check that the form stated they would mail to me. I contacted them every week for MONTHS and every time they stated that the check must have been lost in the mail and they needed to trace it to be sure it hadn't been cashed. After months and months of calling and them telling me the same thing, I called today and it turns out they cannot give me the claim money until I renew my service with them!!! The agent stated he could not see anything in my account until I renew. I have looked into many of their reviews NOW unfortunately and many people have experienced similar scams!! This company should not be in operation! The warranty cost $500 for the 1 year and 6 months and they provided NO SERVICE whatsoever, they need to be shut down!

Unable to fulfill their obligations My AC is broken and still waiting to fix it or send a technician after 5 days without air at my home This is a SCAM company and don't provide services in Miami. FL Stay away from them

Their sales representatives are knowledgeable and got me a good deal

Just completed my first claim with them. They did A+ the technician even gave me tips on how to keep the fridge cool!

Fast

This company is a scam. Please DO NOT use them. I have the same story as everyone else. Waited for weeks for responses and finally received an offer for $180. Minus my deductible that was paid already. I asked how they came up with that number and was told customers were not allowed that information. Waited for 1 hour and 30 minutes to talk to manager and was told that is all I was getting from them. I asked what was the platinum plan for if they were not going to fix my stove and was told that was not his department. Rude, rude people. A negative star would be too much. So sad, I bought 2 policies and now I am stuck without any home warranty because this one is useless.

Great customer service

Service tech was excellent

Haven’t called on this service yet

Terrible company! I closed on my house in 3/21/2022 and the check was sent via the title company and was cashed on 3/31/2022. My AC broke down in 6/4/2022 and I immediately called to file a claim. They said my policy was on hold because the policy was never paid. When I tried filing a claim it was a weekend and the claim rep, Peter, kept saying it is a billing issue and I need to get that solved before I can file a claim. Not to mention I was calling on a Saturday and he said to call back on Tuesday! My AC broke and it is summer in Texas! I told him there is no way I can wait until Tuesday! I asked to speak with a supervisor or manager and he said there are no higher ups. This is ridiculous! Then I said there should be an emergency protocol in place since the billing issue is an internal clerical error on their part. And Peter said there is none! So I had to make 5 phone calls in total that day and it was all answered by Peter. I also asked for his name and he told me his name is Kete and refused to provide his last name. I even confirmed the spelling with him and he said that is correct. In the end he gave a number to contact Tod Pearson and that number was never answered! Kete also tried to get me off the phone by saying he is busy and there are other calls waiting after I said I will be calling back if I do not get a reply from Tod or anyone. I also tried calling the sales rep, Jack, who also never answered. During the rest of the weekend and the following Monday, I tried contacting First Premier and kept getting routed to the message department that is answered by the same lady every time. I have been told when I was considering purchasing this home warranty that I could get my own technician. So I found a technician to come and fix my AC on Monday while I got the title company to contact First Premier directly to resolve the billing issue. First Premier replied Tuesday acknowledging it was an error on their part and my policy is activated. I called that day and spoke with a customer service rep, Samuel, and explained my situation. He told me he will handle my case and to send an email to info and I should hear back within the next 24-48 hours. So I wrote them the email and attached the invoice for the repair and sent it to them. Next day, Wednesday, I called back and spoke with Mike because Sam is out. Had to explain everything again and Mike said my case is being reviewed and he will handle it and to allow 24-48 hours. Now it is Thursday 6/9 and I called back and Mike answered. After a long hold, he transferred me to Kete who later said he is Peter and I demanded to be reimbursed for the invoice. Pete tried to weasel out by saying that I need authorization from First Premier first before I can get my own technician. Obviously I was very angry and had to explain again this whole situation developed due to First Premier clerical error and that they did not do their due diligence in resolving this issue. So Peter said that my email was forwarded and is being reviewed and to allow 24-48 hours for a reply. Does anyone notice how they tried to drag the deadline another 1-2 days out!? Of course I said that it is already been 2 days and I needed a reply by tomorrow. I also asked who is reviewing the case and he said it is. Tod Pearson. My garbage disposal also broke down during this time and I wanted to file a claim to get it fixed while they are resolving the AC case. And Mike told me they can only file 1 claim at a time! I have to wait until the AC case is closed in order to file another claim! Unbelievable! By now I am already considering this company is a scam and should be taken off the list. I even looked them up in BBB and it seems I am not the only one having issues with this company. Read the reviews for yourself. Update: talked with Tod on 6/14/2022. He threatened saying my policy is on hold because of this bad rev.

I had a wonderful representative who had great customer service.

Extremely patient and professional. I purchased two wanting plans for two houses. You got me good very good coverage and all the things I need in a warranty service I give David a A+

I have only filed two claims with this company but because they are impossible to work with I voluntarily ended the contract just so I do not have to ever talk to them again. Harassment is the best word to describe. On record are over 100 emails, two claims not fully paid, lies, lies, and more lies. I have also filed two reports with police, and will have a website up soon when they forced me to change my number after turning my personal information over to several marketing companies ( owned by Vince Walker I'm going to find out?). Yes! First Premier Home Warranty Horror. This company is Unethical, cheating, dishonest - and good luck getting them to honor their contract (why so many â positive reviews** up about them but the bad reviews ALL talk about scams). I have a photo of the part they shipped without installing, and will post it. The website is going up because they refused to pay the install fee on two claims.

Most expensive, unethical racket in the Home Warranty business. Bought a 6 year, $2,500 warranty. Filed 2 claims, both were deemed irreparable. Fought for 25% and, 10% for payouts! Canceled after 10 months. Fought for a $600 refund!!! Expected around $2,150 for 10 months.