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First Premier Home Warranty

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5.4

Overall Score

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LAST UPDATED: September 27th, 2023

First Premier Home Warranty was incorporated in 2020, but its founder is an industry veteran with more than 30 years of  experience in the industry. The company offers two extensive home warranty plans starting at less than $1 per day after paying the warranty policy premium. Policies are available to homeowners throughout the country*, and quality service is ensured through a vetted network of qualified service technicians — First Premier’s service fee starts at $45.

Continue reading to learn more about this home warranty company or jump down to read First Premier Home Warranty reviews from real customers.

*Service may not be available in all states. Get a quote or speak with a First Premier Home Warranty representative to confirm if the company’s plans and coverage are available in your state.

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The Good

  • First Premier Home Warranty Plans
  • Coverage for Various Property Types
  • 24/7 Claim Service
  • $45 Service Call Fee
  • Service and Labor Guarantee
  • No Transfer Fee
  • Policy Payment Flexibility
  • No Home Inspection Required
  • First Premier Home Warranty Reviews

First Premier Home Warranty Plans

First Premier Home Warranty offers two basic plans to choose from, the Premier Plan and the Platinum Plan.

Both warranty plans are available to purchase through monthly or annual payments. Both include a mix of appliances and systems, rather than separating appliance plans and systems plans, as most home warranty companies do.

An appliance or system must be in working order on the policy’s effective date to receive coverage.

Here’s how the First Premier Home Warranty Premier and Platinum Plans compare:

  Premier Plan Platinum Plan
Plumbing system/stoppage
Sump pump
Water heater
Electrical
Ductwork
Ceiling and exhaust fans
Oven/range/stove/cooktop
Built-in microwave
Dishwasher  ✔
Garbage disposal
Trash compactor
Garage door opener
Whirlpool bathtub
A/C system  
Heating system  
Clothes washer/dryer  
Refrigerator  

First Premier Home Warranty also offers extensive optional coverage options that can be added to either plan:

  • Pool/spa
  • Additional spa
  • Limited roof leak
  • Central vacuum
  • Well pump
  • Septic system
  • Septic plumbing
  • Second refrigerator
  • Stand alone freezer
  • Water softener
  • Refrigerator ice maker
  • Free standing ice maker
  • Additional A/C system
  • Additional heating system
  • Additional water heater
  • Additional garage door opener
  • Additional over/range/stove
  • Additional clothes washer
  • Additional clothes dryer
  • Sprinkler system

Each optional coverage option is priced individually and will be added to the overall cost of your chosen plan. For specific pricing information, you will need to contact a First Premier representative.

Coverage for Various Property Types

First Premier Home Warranty policies cover various property types, including the following:

  • Dwellings with less or more than 5,000 square feet
  • Existing and newly built homes
  • Single-family homes
  • Condominiums
  • Townhomes
  • Mobile homes

Dwellings larger than 5,000 square feet can also be covered by First Premier, including single- and multi-family dwellings (up to a four-plexes) through the standard options. However, people looking to cover multi-family properties should note that shared systems in multi-family residences are not eligible for plan coverage. 

If you are looking to cover a shared water heater, for example, be careful to ask questions and thoroughly read the terms of service to know what you can expect and whether the provider offers any upgrades to fill this coverage gap.

24/7 Claim Service

Claims can be submitted over the phone to the 24/7 First Premier Home Warranty service hotline. You can email customer service or fill out an online contact form, but this doesn’t activate the claims process. After a form is submitted online, you will be contacted by a contractor relations representative to discuss your claim.

$45 Service Call Fee

First Premier Home Warranty has one of the lowest trade service fees in the industry, starting at $45.

Service and Labor Guarantee

If service work performed under this contract should fail, then the company will make the necessary repairs without an additional Trade Service Call Fee for a period of 90 days on parts and 30 days on labor.

No Transfer Fee

Customers can transfer their contract at any time with no fee.

Policy Payment Flexibility

First Premier Home Warranty offers annual contracts that can be purchased in one lump sum or split into monthly payments.

If you choose an annual plan and decide to pay up front rather than in monthly installments, you could save $50.

No Home Inspection Required

First Premier Home Warranty doesn't require a property inspection before you can buy or start a home warranty. Instead, the company has a 30-day wait policy before your policy becomes effective.

First Premier Home Warranty Reviews

First Premier Home Warranty reviews on BestCompany.com are limited in comparison to other home warranty companies, but customer sentiment is primarily positive — 64 percent of First Premier Home Warranty reviews are 4 or 5 stars.

Positive reviews typically highlight the following:

  • Quick claim response time (within 24 hours)
  • Responsive and helpful claims department
  • Initial sign-up discounts
  • Knowledgeable sales agents

Limited negative reviews typically mention the following:

  • Difficulties reaching customer service representatives
  • Service call and repair delays

Negative reviews are limited in comparison to positive reviews for this home warranty company, but it is important to make note of both perspectives.

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The Bad

  • Coverage Restrictions
  • Cash in Lieu of Repair or Replacement
  • Emergency Repair Process
  • Contractor Authorization

Coverage Restrictions

Covered appliances and home systems must be in proper working condition on the policy's effective date and located inside the home's main foundation, or in the garage (attached or detached). However, exceptions allow coverage for the following items not fully contained within the building's footprint:

  • Air conditioning
  • Exterior pool and spa
  • Septic system
  • Well pump

Cash in Lieu of Repair or Replacement

First Premier Home Warranty shoppers should know that, at the company's discretion, you may be offered cash back instead of a repair or replacement. The settlement amount offered is equal to what it would cost First Premier to repair or replace the broken mechanical system component or appliance, which may be "less than retail" — meaning, the company will give you money, but it won't cover the total amount that you may spend if you to pay to fix the issue on your own.

If you have covered systems or appliances that are deemed irreparable or totaled (not cost-effective to repair), your contract only covers a replacement that costs less than the depreciated value of the system or appliance that's not working. That amount does not include labor to install it either. The company does not claim responsibility for installation in this circumstance.

Emergency Repair Process

First Premier Home Warranty doesn’t provide an in-contract timeframe when it comes to emergency repair assistance. First Premier’s website states, "We will determine what repairs constitute an emergency and will make reasonable efforts to expedite emergency service."

Contractor Authorization

According to its Terms and Conditions, First Premier Home Warranty has the "sole and absolute right" to choose the contractor who performs your service call. If you choose a service pro on your own, prior approval from First Premier must be authorized.

Under certain circumstances, the warranty provider may request or approve you to contact an independent service provider. If this happens, customers will be reimbursed for an authorized amount.

You will only be reimbursed if you get prior approval from First Premier before contacting on your own and getting claims approved. Before reimbursement, the warranty company needs acceptable proof of repair and an itemized cost receipt.

Some home warranty companies allow customers to choose their own contractors without the need for authorization, making it much easier for homeowners to work with a contractor they trust and then get reimbursed when service is complete.

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The Bottom Line

First Premier Home Warranty offers home appliance and system coverage with two plans to choose from — the Premier Plan and the Platinum Plan. Both plans cover a variety of home appliances and systems, and both plans can be customized with an array of optional coverage options.

Compared to other home warranty companies, First Premier Home Warranty has a low service fee starting at $45. The industry average service fee is $65.

Customers benefit from a 24/7 service line to call-in claim requests, as well as parts and labor guarantees, though appliance and system replacements and repairs depend on some exclusions and calculations.

The majority of First Premier Home Warranty reviews are positive, outlining fast and responsive service. Some common First Premier complaints mention the opposite, including difficulties reaching customer service and a confusing claims process.

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Star Rating

3.3

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106 Reviews

Review Breakdown

5 grade

49%

4 grade

8%

3 grade

3%

2 grade

3%

1 grade

37%

Sentiment Criteria

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Sharon Watson Miami, FL

It's a far stretch giving one star to this horrible, rude, nasty, scammy, so called company. RUN AS FAST AS YOU CAN, AWAY TO SOMEONE ELSE. Nobody else could be this bad. THE RUDEST PEOPLE I HAVE EVER ENOUNTERED. They are not upfront about their exclusions. Which are many. I have never been talked to so rudely by a representative of a company. They were condescending, liars, nasty, hateful people. DO NOT DEAL WITH THIS COMPANY. I hope my honest review can save someone from the horrors of having to deal with these scam artists. Well, no, they are not artists, they are just nasty liars. And NOW, they won't stop calling me to renew my policy! I've told 4-5 people NO, I will never deal with your company again, and they just keep calling. One of them had the audacity to say I didn't have to get rude with them. After I stopped laughing, at this coming from the rudest people ever, I told them what they could do to themselves.

5 days ago

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Janet Perkins Phenix City, AL

This company is a crook!! I filed a claim on my HVAC for $600 when it was 95 degrees. They would not pay and forced me into cash in lieu of repair of $140. It took over a week to even get that. I called to cancel and they would only refund $26 of $551 with 2 1/2 months into the plan. I’m addition the customer service reps are extremely condescending and I have spoken to many of them trying to get them to do the right thing. By the way, Todd is manager of operations and doesn’t have any management over him per Todd!! A question below asks if I think a home warranty is worth it. My answer is yes but NOT if the only option is First Premier. In that case the answer would be absolutely not! They are crooks!!

1 month ago

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dan russ East Wenatchee, WA

My refrigerator wasn't cooling so I filed a claim. First premier set me up with a company that wasn't going to work for me as they were not local, and they couldn't couldn't come out for a week. I called First Premier and they instructed me to call a local company to come out, diagnose the problem, and then send the repair receipt to First Premier. Under my policy, I paid the first $100 and First Premier would pick up the rest. So I had a local company come out and they had to remove the shelving and the inside rear panel of the refrigerator to find the problem. They found that a massive amount of ice that had built up preventing the refrigerator from functioning properly. This was possibly due to a clogged drain line which was located behind the rear panel of the refrigerator. So they spent a couple of hours melting the ice until the refrigerator began to function properly. The bill was for $299 and I sent it in. My claim was rejected as the representative told me that clogged drain lines were not covered. What a joke. This was not a drain line on the back of the refrigerator that a typical homeowner could access and repair. This line was inside the refrigerator which required it to be partially disassembled by a trained repairman. I stressed this point to the representative but it fell on deaf ears. When my claim was rejected, I asked if there was a way I could appeal the decision and was told no. Seems to me that this repair, because of its complexity, should have been approved. My advice to others thinking about purchasing a home warranty: be very careful and know the policy because you may get stuck with an expensive repair bill and have no recourse.

1 month ago

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Suja Tadi Round Rock, TX

Public published review 8/18/23 Don’t trust these scammers and don’t buy warranty from this company Scam company sending unlicensed technicians that don’t understand and speak English Absolutely horrible coverage - They give pennies when you spend thousands on policy purchase Absolutely horrendous customer service and Supervisor is too rude Instead of resolving the issues, they put our account on hold.

1 month ago

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Gigi Peterson

I have NO idea how this company has 4 stars? Literally the worst home warranty company I have encountered. They even make their contractors sign a NDA and they can not send you a copy of their service report?! Contractor told us our control panel on our microwave/oven combo wall unit was not working and that it would be about $1k to repair. The unit brand new is over $3k. The home warranty covers this type of repair but it also says they have the right to offer "cash in lieu of repairs". Typical home warranties will give you a decent cash value to replace your unit minus depreciation, if they deem the repairs are too costly. First Premier refused to do the repairs and offered us "cash in lieu of repairs" in the amount of $179.99!! I understand depreciation but the unit is only 3.5 years old. When I called to try and plead my case, I was treated with such disrespect by the agent. I was in shock!! Please learn from me and STAY AWAY from this company. There are far too many other reputable companies to choose from.

3 months ago

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Linda McNairy St Louis, MO

This should be a 0-star rating. This company have taken my money and continue to take it but has no service technicians that are willing to work for them. They have given me referrals to three techs, and all have refused to service me as they stated that this company does not pay. I even called a tech from google, they called the business to get info on payment, and advised me that they would not be coming out unless I made payment myself as they did not trust that this business would pay. Also, I wrote, asking to cancel my service and ask that they not debit any further payment from my bank. Well, they still deducted a payment this month. When I called to speak with them about this deducted, after being transfer three time and placed on hold for 20 min, they advised me that I was still active and if I cancelled now, I would be charged $175.00. How can a company NOT provide service as promised but still take your money? Do not trust this company. I will be contacting a lawyer and all other consumer services. Also, their customer service is horrible.

4 months ago

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Jennifer Akers Grove City, OH

I would leave 0 stars if it was an option. We purchased our warranty in January thinking we had gotten a great deal. In March our washing machine stopped working, fphw sent us their choice for repair. They were a joke. The two that showed up (one being a teenager), not only stunk from non bathing, but admitted after they assessed the problem that they didn’t know how to fix it and they’d have to talk to the owner. 🙄 seriously??? We were then told that we would get cash in lieu of repair. Unfortunately a crappy amount but we accepted as it was something to go towards the purchase of a new one. This was March 28. It is now May 8th and they still refuse to give us our money. They say in the beginning that it can take up to 30 days to get it (which is absolutely ridiculous). Never have we waited more than a week from other warranty companies. After a few weeks I started emailing and now that it has been over thirty days they keep asking for more time To give us OUR money!!! My last three days of emails have gone unanswered and I still haven’t received the money. This company is a joke and so far seems fraudulent taking your money and not following through with claims.

4 months ago

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Polly Goodwin Colorado Springs, CO

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. If I could give negative stars, I would. This company needs to be shut down.

5 months ago

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Malika Sharif Lansdowne, PA

Let me just tell all consumers out there why they should not get a warranty which First Premier: 1. Horrible customer service. They never answer the phone and have an unreliable answering service. Most warranty companies are available 24/7..not these clowns. They do not even return phone calls-and when they do, they keep you on hold forever. 2. Complete scam artists-I purchased a home in November after coming home from deployment and serving my country; some salesperson from First Premier Home warranty called me soliciting home warranties. I agreed and signed a contract and paid for the warranty for three years over the course of 4-6 months. My freezer/refrigerator started giving me issues: the freezer was too cold-everything was being frozen over and becoming a block of ice in the freezer. The refrigerator was not getting cold enough. The icemaker stop making ice. I contacted First Premier to initiate a claim and they never called me back until almost a month later. Initially they were trying to walk me through repairing the issue over the phone and then when I told them that would not fly. That is when they decided to get someone out to look at it. People this was March 2021 fast forward to when the technician came out to look at the freezer- May 2021. These scam artists found the cheapest labor to come look at my freezer. He came out check it out and made a diagnosis. I kept calling the technician to find out when the repairs would be completed. He stated that he was waiting on the warranty company to respond to him about payment for the repairs. When I spoke with the warranty company after speaking with the technician-they said they were waiting on the diagnosis from the technician. I called the technician on three way with the warranty company and they were arguing with one another. Todd P. who is the “Head of Operations” for First Premier was arguing with the technician over the cost of the repairs. I told them both that this was unprofessional and I am just trying to get my freezer fixed. The technician texted me and said that Todd P. was a liar which I already suspected and once the technician was off the phone Todd P. bragged about how he was going to lowball the technician and asked me not to tell the technician. Overall, this was the worst experience I have ever had with a warranty company. This company is full of crap. They a bunch of unprofessional scam artists. Todd P. cares more about a negative review online than whether or not he has happy customers. I had to barter with this lame head of operations to get my freezer fixed because even with all the money I paid for the warranty. He initially told me the part that was needed to fix my freezer was not covered by my warranty. I told him if they fixed my freezer, I would take the review down. Which I absolutely had no intention of doing because the review was the truth about this lame company. When I mentioned that I wanted to cancel the warranty and go elsewhere-he stated that you would not be able to get your freezer fixed because it is considered a pre-existing condition. I will say it again. This company cares more about making money than keeping and making existing customers happy. Last thing I need to mention about this company and its practices. If you decide to cancel. They will offer a prorated amount as a refund. This is how they calculate your refund. They subtract however many months you had the warranty which is fine but also they subtract the amount they paid for any repairs that was supposed to be covered by your warranty. So here goes I paid $1133.36 for a warranty for 3 years. I cancelled after 8 months. Here is what the math should look like: 3 years equals 36 months…$1133.36 divided by 36 months is approximately $31.49. $31.49 times 8 months is $251.92. $1133.36 minus $251.92 equals $881.44. This should be my refund amount. These scam artists decided that they are entitled to retain $926.24 and only refund me $207.12 talking about they kept $300 for a “repair” to my freezer. They never repaired my freezer. They sent out again the cheapest tech they could find and he did not fix the issue. I actually paid a reputable company (Appliance Doctors) over $400 to fix the issue and NOW and only now, my freezer works great. 3. Fast-forward to 9/15/2021 almost two months after I initially cancelled my warranty. I received the authorization for the prorated balance amount of $207.12 back in July and was told to sign it and return it and I would be issued a refund. I purposely didn’t sign it and return it back in July because I was waiting on a response from the PA Attorney General as well as the BBB because I filed a claim with them once I received the proposed prorated refund document but since I haven’t heard anything for approx. two months, I decided to go ahead and sign the form and send it back to at least try and get part of the money that is owed to me from this company. I was told by Todd P. the refund was still “pending” because I did not take down the first review that I submitted on the company’s website back in like March/April of 2021. I explained that we already discussed this and that I was not taking down a review that was true. Secondly I asked how am I supposed to take down an already posted review and his response was “figure it out”. I told him well I am not taking it down and he said and I quote “well you not getting a refund.” This whole situation is asinine. 4. This company is totally unprofessional and total scam artist. Consumers for your own wellbeing-if you are ever approached via email or by phone from First Premier Home Warranty to purchase a warranty decline and do some research and find a reputable company. DO NOT EVER PURCHASE A WARRANTY THROUGH FIRST PREMIER HOME WARRANTY…YOU WILL REGRET IT!!!!

2 years ago Edited September 17, 2021

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Reply from First Premier Home Warranty

Malika, 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.

May. 21st, 2021

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Afsar Ali San Pablo, CA

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 P - 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 wouldn't 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.

7 months ago

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Nate Morris Tulsa, OK

This policy is an unbelievable scam. Within the fine print of the agreement, they require you to have 36 months of maintenance records on any item in your home that you wish to have serviced. If you can't provide that, the maximum you will receive back is $150 (less the deductible). And they will use that every single time and try to blame "the underwriter" - even though their policy itself makes it clear that it's an in-house decision. Their salespeople are smooth, but once you're in, receiving any sort of support is all but impossible. Found this out the hard way, but hoping this review can keep others from making a similar mistake and throwing good money toward this terrible company.

8 months ago

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Byron Hughes Springfield, OH

This is one of the biggest SCAMS out there. Warning to stay away. You’ve been warned. Those reviews are so fake with positivity. If you notice, most revolve around customer service reps being nice, which they are until you are canceling. My issue at hand with them: They informed there would no charges when/if you need to cancel; only prorated charges. I paid $1950 for 5 years (plus an “extra” year given to me) for the VIP plan. The ability to use the actual warranty has been so so difficult (and I’ve always used home warranty in other states) for a myriad of reasons. The contractors used are by far the worst. They will not come, not call back, etc. They recommend(and/or agree to) using your own contractor, but no one will use them/agree to the proposal once you tell them who you’re working with. VIP Plan Term: 7/29/2022 - 7/29/2028 Plan Price : $ 1950.00 They are charging me $929 to cancel. How did this make sense? July 2022 to January 2023 (less than 1 year) is almost half the cost of the 5/6 year plan

8 months ago Edited January 25, 2023

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Mark Benfield Covington, LA

Avoid this company like the PLAGUE! After ignoring my request to have a broken garage door opener repaired, I posted a negative review on Google. They called me and demanded that I take the review down before they would process my claim. Extortion is apparently part of their playbook. I've never dealt with more unprofessional representatives. I file a complaint with the NY State Attorney General's Office. First Premier lied to them and said they'd address my concerns. When I followed up with a call to request a refund, it was the same extortion. This time they added the demand that I sign a release stipulating that I'll never post negative reviews of them after I remove all current reviews. Read the cast number of negative reviews of this company and draw your own conclusions. The positive reviews focus on how nice the salespeople are. Sure, they'll take your money with a smile but they won't pay out. Do not purchase any warranty from these scammers.

8 months ago

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Matthew Block Ridgeland, MS

In December the technician came out to fix the ice maker in our refrigerator. The technician (decades of experience) said there was no part. About 3 months later another tech came with a part and it did not fit. A couple weeks ago a tech came out with a part, it fit and water immediately started leaking and ice maker is still broke. I final had to shut off the water. It has been 6 months now. You need to replace our refrigerator.

2 years ago

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Reply from First Premier Home Warranty

Matthew, 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.

Jun. 2nd, 2021

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Christian Rocha

If I could give no stars I would. Terrible service terrible customer service. They told me the only way to get a refund was to take down my bad review. Also adding this to commission of insurance cannot wait for this company to go under. Karma is real.

4 months ago Edited June 21, 2023

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Bri Guy Chicago, IL

First Premier Home Warrany (FPHW) is the most unprofessional company I have had the displeasure to work with. My AC stopped blowing cold in May 2022. The assigned contractor's diagnostic, which he and FPHW refused to provide to me in writing, I was told, indicated the need for Freon only. I paid $680 (including $60 service fee) and FPHW paid $155 to the contractor. On July 1, the AC went out again. I called FPHW and they advised me to call the prior contractor, who upon contact that day, requested I file new a claim. I called FPHW back, but the office was closed. They are not 24/7 and their-after hours answering service does not prompt any action until they are in the office on Monday. Due to holiday, FPHW was next back in the office on July 5 . My claim was assigned to a new contractor, who came on 07/07. His verbal summary was that the motor was worn out, needed replacement, which should have been caught by the prior contractor. After 1 1/2 weeks of my repeated calls to FPHW for a decision, numerous promises from reps and manager, Mike, that I would receive a call from their office, finally on my call to their office 07/18, I received a verbal denial: burnt out motor and electrical wiring issue. Mike told me that their electrical wiring issue no coverage clause applies to the AC unit rather than just the electrical wiring internal to my residence. He advised me to submit a second opinion, which he would hopefully intercept once I submitted and escalate for review. So, I hired a contractor who came out on 07/20. His diagnosis was a worn-out motor due to age, which could be replaced, but would be like putting a band aid on a broken arm. I forwarded the contactor's email and pictures to FPHW and after many more calls, during which some were unanswered, or transferred around to someone who was wiling to talk to me, I was told on 07/25 that my grievance was denied because my contractor confirmed their adjuster's original determination: burnt out motor and electrical wiring issue. The next day, I requested a refund by replying to their salesman's (Joe M) September 2021 welcome email and, using a link within the email that goes to their website, I requested a refund and submitted constructive feedback. The next day when I called to check on my request, I was told my account was locked due to submitting the feedback, and my refund request denied until I rescinded it, so no one could assist me. This retaliatory action is indicative of how FPHW operates and treats customers.

1 year ago

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Bad Company Birmingham, AL

BEWARE OF THIS COMPANY!!! I cancelled this policy in writing 1 1/2 months after having it due to their game playing, horrible customer service, and constant delay in our first service call & repair. It took them over 2 weeks to get a service technician to our home and when we called the repair company to find out when they were going to repair our machine, we were told they were waiting to get paid from 1st Premier Home Warranty (who they had never dealt with before) and they never return to fix anything, due to this company constant delays in this repair. When I called the office @ 1st Premier, the person that answered the office phone would constantly change his name, but I could distinguish his voice. He was so rude and unprofessional that I filed a complaint against him to the company but He just stepped up his nastiness towards me even hanging up on me. I finally could not take any more horrific dealings with this company, and cancelled both policies I had (They talked me into a five-year policy on another home stating that they would give me an additional year free – it was still over $2500). I filed a several complaints -one with the New York attorney general’s office, Brooklyn division, and have advise all the people that have contacted me regarding their horrible experience with 1st Premier, to join with me in a class action lawsuit against this deceitful and despicable company. They lied to the AG’s office, saying I never gave written notification for the cancellation. I provided ample documentation to the AG’s Office that I sent them numerous emails asking them to cancel both policies due to their horrible customer service, unresponsiveness and constant delays with our repair. They acknowledged the cancellation of one policy but refused to acknowledge the other. Then they refused to return my money with the policy they acknowledged, but I disputed it with my credit card company and I received FULL credit back. Unfortunately, the other payment was a check, which I ADVISE YOU NOT GIVE THEM ANY $, as I have been waiting for my money to be returned since Joe M (who works there) told me that he would keep me posted (in an email) when I asked where my check was. That was last November 2021. What a hassle they are to deal with!!! PLEASE CONTACT ME & LET’S FILE A CLASS ACTION LAWSUIT AGAINT THEM! They are a VERY BAD COMPANY

1 year ago Edited June 28, 2022

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Amalia Davenport, FL

A bunch of ... All the reviews are fake, check the reviews profiles: you can pay for them online. Another issue (again): There is an AC unit that is broken, and the technician has asked the home warranty company to replace it. After weeks asking First Premier Home Warranty to give a deadline in order to change the AC unit I have received a call from a salesman telling me that If I renew the policy (renewal date for the 06.15.22) they will cover the claim. This is unethical and illegal. Just my two cents: buyer beware :( ---------------------------------------------------------------------- Good afternoon, May you kindly tell me what your home warranty company is for? I am supposed to pay a $60 fee for a service call fee as agreed on my contract and today's plumber is asking me $175. This is not the first time that this happens, the previous times I have paid the total service, given that the contractor/handyman/technician were already at the home and wanted to fix the issue (I am a landlord and I have paid $3,350 to insure 9 units, I got a 'special' price for that and luckily I didn't incur on the regrettable mistake of taking a policy for 5 years, even the sales person was hard trying to). I have been dealing with your company all this year and NOT a Single Claim has been satisfied. Your job is not sending to the customer's house shoddy companies that don't want to honor the home warranty contract. I am going to report your company to the BBB, I guess all the reviews at TrustPilot are fake, well, I am seeing that the last ones might be correct since people are experiencing things like myself. And those in Google as well: it's impossible to get such reviews except from paying a hefty fee to an online marketing vendor (quite unethical, by the way). I am going to request a refund of my policy, which has proven useless so far, what a waste of time and money: $3,350 to the bin, excluding the emotional/time toll taken from the many mails, calls, appointments and the consequent upsetting of my tenants and myself for not fixing anything, Amalia

1 year ago

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Reply from First Premier Home Warranty

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, it seems like you had a total of 5 out of 6 claims that have been APPROVED and paid on your properties.

May. 23rd, 2022

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Phillip Christensen Lincoln, NE

I would do zero stars if it was possible. I scheduled a service call for my dishwasher. I received a couple phone calls that day from first premier to get more information. Then nothing. I called them after a few days and they said they do all their scheduling via email. I never received any email from them but they gave me the name and number of a local tech. I called him ands I let the tech pick the day and time best for him. He pulled a no show, after an hour I called but he didn’t answer his phone or reply to my text when I asked when he would get there. I had to reach out to first premier who told me he would be getting back to me to set up a time later that day. I gave him an hour and then called. No answer so I text him asking what the plan was. He replied “so sorry have to reschedule”. I immediately replied asking when that would be. No response. Now I just called the 24 hour number for first premier and they aren’t there I got an answering service. Now I missed a day of work, and don’t have a new time scheduled and there is no one to talk to at their 24-7 365 day phone number. They are completely disrespecting me and my time. This level of service is completely unacceptable! I found a link in their email with my policy in it where they offered a free month to leave a positive review of their company. No way they have dropped the ball and aren’t even trying to make any kind of mends for it.

1 year ago Edited March 28, 2022

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Reply from First Premier Home Warranty

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. We understand that you spoke with a member of our team. Is it safe to say that this matter has been resolved to your satisfaction?

May. 23rd, 2022

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Jacquelline Onyango St Louis, MO

I signed up a home warranty with this company (First Premium Home Warranty).My Kitchen disposal broke down and reported; the contract says you wait for 48 hours then get a claim number, after which they'll assign a technician to come and fix the appliance. I did exactly that, was given a claim number and a technician called and confirmed the time they were to show up at my place to check the disposal. The technician never showed up as agreed and when I called them, they told me that First Premium Home Warranty had called them and advised them not to come. I then reached out to First Premium Home Warranty and initially they said that this contractor had quoted a higher price compared to what they were paying for the same service, so I asked them to send me one of their contractors that was within their price range and this is when they changed the claim to be a cash in lieu of repairs. They sent me a form to fill and send back, which I did. They then said, it should take 7-14 days to process and I waited. I started asking the status and they kept on saying it is under process. This was more than a month after reporting the problem. One of their agents then called and told me how they had issues a check, that got lost, and they have cancelled it in the bank; so I asked him, where did it get lost? he said post office, I asked do you have a tracking number, this agent said the tracking number was with another department. So I asked the agent to just cancel my contract and refund my dues since they had failed to fulfill their side of the contract. He said he will cancel and let me know as I could not accommodate more excuses and stories. They then went DEAD. No response to emails. I have resigned myself to the fact that I was duped. This company (First Premium Home Warranty) took my money and gave a contract they had no intention of fulfilling. Avoid this Company (First Premium Home Warranty) at all Cost.

1 year ago

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OverTime Montana Billings, MT

BUYER BEWARE! I purchased a home in February of 2021. As part of the transaction, we took out a Home Warranty policy with First Premier Home Warranty to have warranty on major appliances like the oven, stove, air conditioning system, heating system, etc. Per their own website, policy documents, and claim, they will fix or replace above stated items. We began having troubles with our air conditioning system in May of 2021 so we had an HVAC company come out to assess the problem. Since I'm one of those people who likes a second opinion, I had a 2nd company come out and assess the problem. Both companies came to the same exact conclusion. The system was in a vacuum and will not hold coolant and the system would need to be replaced. I forwarded the diagnosis to First Premier Home Warranty and initiated a claim. About a week passed with zero correspondence from First Premier Home Warranty beyond the initial correspondence where I initiated the claim so I sent a follow up email to determine the status. The response was "your claim has been denied". I then called First Premier Home Warranty to no avail. They told me their "claims specialist" would get back to me in a few days. Almost a week later the phone rang and a very rude and pushy man asked to speak to me. Turns out his name is Todd. Todd used an aggressive approach in attempt to belittle me for not being an expert in cooling and heating. Because somehow I should be an expert in cooling and heating in order to file a claim to have my AC replaced? Interesting, but moving along. Todd tells me I need to pay for the system to be refilled and to have a dye added to the system so they could determine where the leak is. Again, reiterating that they will not pay to have this done but it needed to be done to determine if they'll cover a replacement. I'll remind you, I had TWO companies come out and diagnose the problem. BOTH companies determined the system was shot and would need to be replaced. So First Premier Home Warranty wants me to pay out of my own pocket to have the system refilled? This makes absolutely no sense whatsoever. Why would I pay out of pocket to refill a system that has been determined to be no good? And if I refused to pay unnecessary money to fill the bad system that they would immediately deny the claim. It's become VERY clear that First Premier Warranty does absolutely everything in their power to deny a claim and not take care of their customers.

2 years ago Edited September 14, 2021

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Reply from First Premier Home Warranty

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.

May. 26th, 2021

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Munawar Rizvi The Colony, TX

Worst company I have ever dealt with for claims, Don't waste your money with these guys. The refused to pay me for the cooktop burner & lied to me about having a roof leak coverage. Joe M is a scam

7 months ago

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Phyllis Jones Sneads, FL

No help when service needed. Will not be renewing. Too much money taken, none returned. No service in area wanted to help and would not work with us or your company.

2 years ago

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Reply from First Premier Home Warranty

Phyllis, 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.

May. 21st, 2021

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Jimmy Henry Houston, TX

The worst customer service ever. They tell you 48hrs before they get back to you but they never do. They lie. They lose emails and paperwork. Terrible.

2 years ago

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Reply from First Premier Home Warranty

Jimmy, Our customer service team is available 24 hour 7 days a week. The information was sent out to you in 1 day after claim was received. The reason for slight delay was that we were waiting on the diagnosis from the technician. So as the company we did everything on our end to be on top of things. Once again, we offer you our sincerest apologies, and are looking forward to settling this complaint.

May. 21st, 2021

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Linda Daly Prescott, AZ

If I could give a 0 score, I would. I have had many home warranty companies over the years and this is absolutely the worst. They take your money very well but they take up to 2 days to even give you a repair person. Then, in my experience, they deny the claims time and time again. It says that your refund - if you want to cancel is prorated by months left of service minus a $75 administrative fee. Yet, when I tried to cancel after 2 months of service, they said they would pay me 1/12 of what I paid in.

1 year ago

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Youxun Shen Short Hills, NJ

This company is a scam. It is a fraudulent biz. So far they have refused to do any repair for my claims. The contract clearly specifies that ductwork is covered but they blatantly told the technician that no ductwork is covered. When I told them I would let others know how unethical their biz practice is, they threatened with words like "we know where you live". This is such a hellish experience.

1 year ago

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Keith Mainwal Highland, CA

In my opinion this company is a complete scam! My most recent issue was a leaky shower. Everything was fine they assured me that it was a covered item, that is until they received the plumber’s estimate then all of the sudden it was not a covered item! Total scam. The supervisor tried to tell that he work take care of me with a further waived fee. Unbelievable

1 year ago

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Alice Wilson Houston, TX

This is the 2nd time that I have attempted to use this service and I'm extremely disappointed. I was told on Thursday by Todd P (who is quite rude, and has really bad customer service) that if I got my pipes that were clogged up from rice, Premier would replace the garbage disposal if it still didn't work.  I did this and now today he is stating that it's still not covered.  However, this is NOT what my warranty states.  Here is what it says:     It was clogged with RICE.  RICE IS A FOOD!      

1 year ago

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Joseph Pagnani Exeter, NH

This is the worst company I have a dishwasher that is 1 1/2 years old I put in a claim and there told me that are going to let get a new one. And I could get it for $190.00 when I ask were I could get a new dishwasher for a $190.00 they hung up on me.so I call to cancel my contract and was told that someone would get back to me in 24 hours. I have not had from them.when I sign up there told me that I could make 3 payments the first one would be $142.00 and the next two would be $120.00 but when they took the next payment they change me $142.00 And they will not give me my money back.

2 years ago Edited September 14, 2021

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Dan Johnson Sandy, UT

So underwhelmed by my experience. Terrible customer service!! These people do not care about you in the least. Never again. Premiere sent a repairman that swore he didn't know how they got his name because he doesn't work with warranty companies. He didn't even know where to send the quote so I had to do that. You have to do all the work, they will never call you to let you know the status of your claim. When I finally, after several days of trying, got a representative on the phone they informed me that they will be giving me $150 for my $800 dishwasher instead of repairing it. There's so much more to this story but it's not even worth my time to sit here and type it. Long story short, I do not recommend this company. It's so frustrating to have an appliance that you use everyday go out, but this company makes it worse!!! Please save yourself the torment and go with anybody else.

1 year ago

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Raul Chavez Lancaster, CA

Because the claim I submitted for has not been resolved and it’s the third time a technician has attempted to fix the problem with no success.

2 years ago

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Reply from First Premier Home Warranty

Raul, 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.

May. 21st, 2021

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Kevin Osborne Richland, WA

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.

1 year ago

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Reply from First Premier Home Warranty

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 this account, there has been payouts for your claims as well as services that were used. Feel free to reach out with any further questions

May. 23rd, 2022

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Carol Las Vegas, NV

Very disappointed in service. I’m waiting for cancellation paper of a 5 yr. plan email for my signature.

2 years ago

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Reply from First Premier Home Warranty

Carol, Your complaint is being taken with extreme seriousness. It is of paramount importance to us that we ensure the highest levels of customer service. A Senior Support Manager has been assigned to this case and will reach you within 24 hours. At anytime if there is anything else we can do please call back at any time.

May. 21st, 2021

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Gayle Cohen Lakeland, FL

I trusted Mr. M and that backfired! He promised me if I sign w/First Premier, he would cancel my other Home Warranty! This month (December) I was charged by BOTH home warranties! As a senior, I was taken advantage of

1 year ago

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Pearl Bolding Bastrop, TX

First time I had to call them about my ac they would not honor our contract

2 years ago

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Reply from First Premier Home Warranty

Pearl, We take the utmost care to ensure that every interaction with our customers meets their expectations The technician stated that the compressor went bad twice before this claim which would be considered a pre-existing issue before your plan has started , Unfortunately we aren't allowed to cover any pre-existing issue. Once again, we offer you our sincerest apologies, if any issues go out in future please don't hesitate to reach out.

May. 21st, 2021

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Dianna Self Lake Stevens, WA

Entire web site is a Lie. Tried to charge $70.00 for a call. Can't discern the difference between a Wall heater & a Water heater. They SUCK!!

1 year ago

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Reply from First Premier Home Warranty

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 , you have customized your own plan and don't have water heater coverage on your policy and unfortunately not able to submit a claim for the water heater.

May. 23rd, 2022

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Elma Beloit, WI

Missing or misleading information given via telephone.

2 years ago

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Reply from First Premier Home Warranty

Elma, 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.

May. 21st, 2021

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Unhappy Customer Elkton, MD

They don’t honor the warranty and back up what they say

2 years ago

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Reply from First Premier Home Warranty

At FPHW, our goal is to provide customers with a piece of mind that a home warranty will save them time and money but most importantly, our customers will not pay for any repairs or replacements that are listed as covered in our service agreement. Please don't hesitate to call in at any point in time of need.

May. 21st, 2021

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Monte Rosenzweig New Hyde Park, NY

they lied and didn't pay the one claim i had.

8 months ago