First Premier Home Warranty reviews and complaints

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 didn't have any information. It was like the left hand didn't 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 couldn't 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 don't 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. Don't be fooled by this company who does not stand by what they promise.

In January 2022 I purchased a home warranty from first premier home warranty for 446.87. In May my ac unit that was only 3 years old went out in 90 degree heat. I called to report a claim and I was told it would be 3 or 4 days to get this processed. I called a local tech to come the next day and fix my ac. It was a very minor fix and I paid 268.00 to the tech. My claim was approved and I should have gotten a 208.00 refund. I waited for over 30 days and my money never came. I called to check on my money and I was told good luck getting your money and we have canceled your policy and I have not gotten any of my 446.87 back. This company is keeping all of my money and giving me no service. They refuse to any solution to work this out.

This is a completely fraudulent organization in Servicing Alabama. They sell you a policy that seems to be a reasonable rate but when something needs to be repaired, they send an unqualified layman from an online listing like handyman or angie. Usually unlicensed and untrained. The one they sent to me, did not even show up after I asked him if he was licensed. Next one, when I called him, said he did not work with any warranty company and did not know who First Premier was.

The First Premier claims rep could not have been less interested in accepting my claim. Spent 20 minutes telling me why I should not file it, hung up on me when I insisted. Same person answered the phone every time. Did not want to hear that my refrigerator was broken two months after buying their policy.

The claims rep finally offered to let me call the repairman of my choice and send the paid bill to them for reimbursement. Would you have trusted them to do that? He refused to tell me if they would cover the whole bill or some small token amount equal to what they offer their so-called affiliated service people. As I have discovered, they only pay the service people the $75 dollar fee I am charged to put in a service claim.

First premier basically pays nothing for the service people (if they bother assigning one at all) and expects them to find an excuse to up-charge any repair in order to cover their cost. BTW, American Home Shield does this as well. They sent Best Care AC, who tried to sucker me into a $1600 up-charge to repair my air conditioner. I called the original installation company, Joe East, who checked it and said all it needed was a small inexpensive external valve replacement and that it was covered.

First Premier has paid multiple websites to post glowing reviews and multiple claims of having a 4/5 rating with BBB. It is not a BBB registered company but there are many BBB Complaints filed. It is very difficult for anyone trying to find a reputable business when the first 10 web hits are these fake sites with false information. Check out these fraudulent sites:

https://www.thisoldhouse.com/home-finances/reviews/first-premier-home-warranty

https://www.marketwatch.com/picks/guides/finance/first-premier-home-warranty-reviews/

https://www.reviewhomewarranties.com/first-premier-home-warranty-review/

https://www.consumeraffairs.com/homeowners/first-premier-home-warranty.html