First Premier Home Warranty Reviews

I tried them again in June for my refrigerator. They sent out the tech, the tech stated that the compressor and the dryer needed to be changed. After waiting for several day, I contacted First Premier, and they stated that my refrigerator was not covered because it is a closed system and they do not cover closed systems. I am like all refrigerators are closed system, so how do you say you cover refrigerators on your warranty, if you don't cover a closed system.

Needless to say, they offered me $275 to get the refrigerator repaired on my own. I agreed, and guess what. To this date no check. No only am I not receiving a check, they will no longer accept my calls. They will put me on hold, then eventually hang up. Can you imagine that, I am still a customer with a 3 year contract and they won't take my calls, or refund me my money. If they are not scammers, then I do not know how to describe them. DO NOT BE FOOLED LIKE I WAS; DO NOT BE SCAMMED INTO PURCHASING A WARRANTY FROM FIRST PREMIER HOME WARRANTY.

We called about our pool in June. We wrote to them to let them know the first company that was contacted didn’t want to work with First Premier because they have issues getting payment. They then assigned a plumber to our pool. It took 5+ days to get someone else assigned. That person wouldn’t answer emails, calls, or texts. Then finally said he would come out, but then never came and stopped answering calls. I contacted First Premier (god forbid) on a Thursday about this after waiting for over 90 plus minutes on hold and using the real estate option to get through, that we needed someone else. We got someone on Monday and that person put in a claim on Tuesday, and we still haven’t heard from First Premier after 6 days and multiple calls that go unanswered, and now my 11th email just on this topic alone also unanswered.

If you happen to have to use this company know your contract, because they won’t. They will tell you it isn’t covered. But then you will read the contract back to them, and then they will ask you to send it to them. We are still waiting on a check from April! They said it was going to be sent out on July 23rd. It’s now been 8 weeks, and coming from New York, not Cape Verde. In conclusion, find anyone but First Premier. Please, please do not give them money. They will be rude to you and try everything in their power to not pay for what they have covered. Find a reputable company. You will be so happy you did.

And before anyone dismisses this as one disgruntled customer's experience, please do your own research. Read the BBB complaints. Search the company's regulatory history. Read other customers' experiences. What disturbed me was discovering how many of the problems I encountered appear again and again in complaints from other consumers across many review websites.

My policy was a multi-year plan that began in July 2024. When I purchased it, I was specifically assured by the salesperson that if I became dissatisfied and canceled, I would receive a prorated refund for the unused portion. That was his literal selling point. Buy the multi-year plan and cancel anytime through those years with a prorated refund... "lock-in" the rate. That assurance became very important later.

MY EXPERIENCE WITH CUSTOMER SERVICE. Trying to communicate with this company has been one of the most frustrating customer-service experiences I have ever had. I experienced hold times exceeding 45 minutes. I clocked one time at 1 hour 10 minutes. I experienced calls being answered and then disconnected. I thought I was going insane until I read people having the exact same experience. I experienced calls disconnecting just as it appeared I might finally reach someone. I experienced rude and dismissive customer service.

Claims seemed to sit unresolved until I called First Premier to find out what was happening. And because I was told only one claim could remain open at a time, an unresolved claim could effectively prevent me from moving forward with another issue. And they never resolve it online, meaning you would have to manually call and get them to update the website. They say they're 24/7 support but that's not actually the case. What happens when you call past 5pm, a live person takes a message, those agents can't actually do anything. The burden repeatedly seemed to fall on me to chase the company for the service I had already paid for. THEN CAME MY AIR-CONDITIONING CLAIM.

I filed a claim concerning an AC/HVAC leak. A technician inspected the system and, as it was explained to me, attributed the problem to normal wear and tear... precisely the type of failure a home-service contract is supposed to address. First Premier denied the claim. What made the experience especially frustrating was that I did not receive what I considered a meaningful explanation reconciling their denial with the technician's findings. Just a "because we been doing this for over 30 years we know what we're doing.." Even more concerning to me, technicians I encountered expressed their own frustration with dealing with the company and recommended that I consider other warranty companies. That was a major warning sign. THEN I TRIED TO CANCEL.

Remember what I said earlier? When the plan was sold to me, I was assured I could cancel and receive a prorated refund for the unused term. When I actually attempted to exercise that option, suddenly the process looked very different. First Premier sent me a cancellation communication indicating that no refund was due and required me to reply with the words “I CONFIRM.” I requested an explanation. I wanted to know exactly how they arrived at the conclusion that I was entitled to no refund. I also requested an itemized accounting of the “service costs” they claimed could be deducted from my refund.

I did not receive an accounting that satisfactorily explained to me how my remaining multi-year coverage had somehow become worth nothing. And when I tried to contact billing well... you know what I said about trying to reach someone. They hung the phone up on me. I even waited until they opened. Waited for 30 minutes then they picked up, said nothing for 40 seconds, then hung up! And this is where I strongly encourage every First Premier customer to READ YOUR CONTRACT YOURSELF. Do not rely only on what a salesperson tells you.

My contract contains language stating that, after 30 days, a customer may be entitled to a prorated refund for the unused term, minus a $75 administrative fee and service costs. It also contains the bizarre phrase “Mutual agreement of us and you” in the cancellation section. The same contract says First Premier may determine coverage “solely” itself, excludes even unknown pre-existing conditions, and states that First Premier reserves the right to revise the agreement and considers the customer bound by those changes. It says First Premier “reserves the right to revise this Agreement at any time” and the customer is considered informed of and bound by those changes.

Yes. Read that again. That language appears in the contract. If I were shopping today and saw language allowing one party to reserve the right to revise an agreement while considering me bound by those revisions, I would have some very serious questions before signing. AND THEN I STARTED RESEARCHING. This is the part I wish I had known before purchasing.

As of September 2026, the Better Business Bureau reports hundreds upon hundreds of complaints involving First Premier Home Warranty, including large numbers involving service/repair issues, product issues, billing, orders, sales practices, and customer service. Every single complaint, I'd had. I sent a cash in lieu form because they said for my washer is becoming too costly to fix... this was last year! I'm still waiting!

BBB currently gives First Premier Home Warranty an F rating. But it goes beyond reviews. The Texas Department of Licensing and Regulation publicly reported that it had issued 11 cease-and-desist orders against First Premier Home Warranty, alleging that the company was operating as a service-contract provider in Texas without being registered as one.

The Ohio Attorney General also filed a lawsuit against First Premier Home Warranty and its owner alleging unfair, deceptive and unconscionable consumer practices. Ohio authorities reported complaints involving delayed technicians, coverage consumers said was not as represented, denials involving contract fine print, and consumers receiving only small portions of repair/replacement costs.

So no, after researching this, I do not believe my experience exists in a vacuum. I see far too many similarities between what happened to me and what other consumers have reported. IF YOU ARE ALREADY A CUSTOMER AND ARE HAVING PROBLEMS, DOCUMENT EVERYTHING. Do not just keep calling. Save your contract. Save the advertisement or sales materials. Save emails. Screenshot text messages. Write down dates, times and the names of representatives. Save your claim numbers. Save technician reports and diagnostic findings. Document your phone calls and how long you were on hold. Keep copies of cancellation requests. If someone promises you a refund, reimbursement or settlement, get it IN WRITING. And if you believe your contract has not been honored, do not assume that First Premier is the only organization you can contact. CONSIDER REPORTING YOUR EXPERIENCE.

1. Better Business Bureau: File a formal BBB complaint against First Premier Home Warranty. Do not merely leave a review. A complaint creates a documented dispute and gives the company an opportunity to respond publicly.

2. Your state regulator: Home-service contracts are regulated differently from state to state. If you are in Texas, contact the Texas Department of Licensing and Regulation (TDLR) and file a Service Contract Provider complaint. This is especially important because TDLR has already taken enforcement action involving First Premier.

3. Your state Attorney General: Consumers can submit complaints to their state's Attorney General/consumer protection division. Texas customers can file with the Texas Attorney General Consumer Protection Division. If consumers across multiple states report substantially similar conduct, those reports matter.

4. Federal Trade Commission: You can report questionable or deceptive business practices to the FTC at ReportFraud.ftc.gov. The FTC specifically collects consumer reports involving scams, fraud and bad business practices, and those reports become part of a database used by federal, state and local law-enforcement agencies.

5. CHECK YOUR CONTRACT FOR A REIMBURSEMENT INSURER. This is something many consumers may not know. Some service contracts are backed by a service-contract reimbursement insurance policy. Look through your contract and coverage documents to determine whether an insurer is identified. Texas regulations specifically contemplate circumstances in which a contract holder may make a claim directly against the reimbursement insurer when a provider fails to address a covered claim or fails to timely pay certain refunds. Do not assume the warranty company itself is necessarily the last door you can knock on.

6. Consider consulting a consumer-protection attorney. Especially if substantial money is involved. And read the dispute-resolution section of your contract carefully. My contract contains an arbitration provision and a purported class-action waiver. Whether any particular provision is enforceable is a legal question, and I would not rely on the company itself to explain your legal rights to you.

ONE FINAL PERSONAL NOTE. If attorneys are currently investigating First Premier Home Warranty, organizing affected consumers, pursuing a class action where legally permissible, challenging the enforceability of the arbitration/class-action provisions, or pursuing another coordinated consumer action involving the kinds of issues described above:

I would like to know about it. I am willing to provide documentation of my experience and would be interested in discussing participation with qualified counsel. I am not making that statement lightly. I purchased a home warranty because I wanted peace of mind. Instead, when I actually needed the protection I believed I had purchased, I encountered long waits, disconnected calls, claim frustration, a denial I did not believe was adequately explained, and then a cancellation/refund dispute that left me feeling that what I had been told when purchasing the policy and what happened when I tried to leave were two very different things. That is why I am writing this.

You do not have to take my word for it. Research the company yourself. Read the complaints. Read the government enforcement actions. Read the contract... every page of it. Ask exactly what happens when a claim is denied. Ask exactly how a multi-year cancellation refund is calculated. Ask what “service costs” can be deducted. Ask who the reimbursement insurer is, if there is one. Ask what happens if the company and its own technician disagree. And get the answers in writing before you hand over your money. I wish someone had told me to do all of that before I purchased my policy. Consider this me telling you.

Oh, and I see First Premier responding to reviews on here: Because I've now read enough reviews to anticipate the response: Please spare me the boilerplate public-relations reply. I do not need: “We're sorry your experience didn't meet expectations.” I do not need: “We take customer concerns seriously.” I do not need: “Customer satisfaction is important to us.” And please do not tell me to contact your customer relations department so you can discuss my concerns. Difficulty reaching your company is one of my concerns. I have already called. I have already waited. I have already dealt with disconnected calls. I have already attempted to resolve my issues through your company.

And I have now read public reviews in which other consumers describe the same problem — including a reviewer who followed your public instruction to call after you responded to her complaint, only to document multiple unanswered calls that terminated. So if First Premier chooses to respond to this review, please do not use my review as an opportunity to perform concern publicly.

I have been very disappointed with this process and being misled into believing this will be taken care of. I call to speak with a manager, and I get placed on hold or hung up on after 30-45 minutes waiting. I can't even have some executive level employee to contact me to discuss this matter and get a resolution or get confirmation that my claim check is in route with a tracking number. P.S. It is hard for me to refer anyone, if this is how customers are treated. I would not use this warranty company.

Raymond **

In the contract it says they will pay up to 500 dollars for a problem like that. So don't believe nothing they say, I regret the fact I changed from the company I was with only because they offered a better price. I guess I got what I paid for. Never had this problem with the company I was with for over two years, what a fool I Was. My receipt is attached to Prove what I am saying is true, I was only supposed to pay a 75-dollar deductible. Which turned out to be not true. Another reason I changed to them because the company I was with had a 100-dollar deductible, they made all these promises to just get my business, and it all turned out to be lies.

I decided to cancel the warranty at that time I was told that I had to have keep the warranty for 1 year before I could cancel. So I waited the Year and put in a cancellation. That was on 04.07.26. They sent me a letter stating that they were going to Keep $1459. of my $2500+ that I paid because of the $105 they paid me plus cancellation fees, I called there asking what they were talking about and was told very rudely that's the way it is, I said ok I said to myself take the $1050. and Be done with these guys.

Ok so on 04/07/26 that's the date they received my Cancellation after weeks of runaround trying to get them to send me the form that they said I had to fill out. Well today Is 08.05.26 after months of phone calls, Unlimited hang up and lies and Unanswered emails once again, I still Have not received my Money. Please for your sanity as well as your money do "NOT" purchase a warranty from this Scam company. I've been lied to so often told that someone would call me back which never happens... Purchasing the warranty is probably the worse decision I have made in my 65 years of life. DON'T DO IT, you will be sorry

Emmanuel

There was a claim for my dryer, which was denied. Finally, a claim for my inside Evaporator, also denied. Cost me $1800.00. This company is nothing but a "SCAM". They have figured out a way to make absolutely sure that they justify denying your claim instead of approving it. All of my claims were denied. When you call there is a high level of arrogance and disrespect by the service representatives. "STAY AWAY FROM THIS COMPANY".

The company then sent me a “Cash in Lieu” form, which I signed and returned on 05/05/2026. As of 07/18/2026, I still have not received the check. In June, I was told that it would take 45 days after they received the signed form for the check to be prepared and signed, followed by another two weeks before I would receive it. This delay is unreasonable, especially in today’s digital age when payments and check processing can be completed much more quickly. Based on this experience, I believe First Premier Home Warranty has handled my claim poorly and has failed to provide the service promised under its agreement.

Three weeks went by without any contact from First Premier. I called numerous times and was left on hold for a Claims Rep to answer for extraordinarily long periods of time (most times for more than 30-45 minutes). Frustrated, I sent an email with the Claim numbers clearly indicated to the Claims Department requesting a status report. Still, no contact. Needless to say on at least a monthly basis since January, I have spoken with a Claims Rep, a Supervisor or a Manager (or at least, that is the positions they represented to me). One claim has been denied and the other claim is still unresolved. They have stated on multiple occasions that "the check is in processing", "the check will be printed and mailed within the next 7-10 days", and allegedly, a Supervisor emailed me and my daughter that a check would be printed and mailed the next day. Still, no check.

Their Claims personnel have been rude and disrespectful, they have lied and made false representations both written and verbally. Don't believe me??? Search the internet for the Consumer Affairs complaints, Insurance Department complaints and State Attorney General lawsuits and investigations that have been filed against this company. Shame on me for failing to check them out more thoroughly before i purchased what I thought was protection for my home systems and my daughter's home systems. In reality, i paid a heavy price for an abundance of aggravation, the "run around", multiple "songs and dances", lies and false representations. Stay away, Stay Away, STAY AWAY!!! Absolute Con Artists!

After that I made multiple attempts to resolve the issue by phone, email and text. After escalating my concerns, I eventually spoke to a claims manager who apologized, provided a claim number, and assured me a local technician would be assigned and that I would receive an email with details. As of this review I am still waiting on that follow up.

The most frustrating part hasn’t been the failure of the appliances itself, but the lack of communication, missed appointment and repeated unfulfilled promises. A home warranty is supposed to provide a peace of mind during unexpected breakdowns. Instead I have spent my time making repeated phone calls, sending emails and waiting for updates that never arrived. This week made 3 weeks sine I 1st repotted this claim. I hope this company improves on its communication, contractor oversight and response time so future customers receive the level of service that was PROMISED!! Based on my experience I cannot and will not recommend this company.