Zen M.
My experience with First Premier Home…
My experience with First Premier Home Warranty has involved repeated delays, missing paperwork, poor communication, 1 hour plus hold times, repeatedly hung up on after long hold, and reimbursement checks that I was told were mailed but never received. To receive reimbursement for covered out-of-pocket expenses, First Premier instructed me to sign and email a Cash in Lieu of Repair Form to its claims department. I submitted the form on August 19, 2022, and confirmed by phone that it had been received. When I later followed up, I was told the form could not be located. At First Premier’s request, I submitted it again in September 2022. The reimbursement relates in part to service performed by First Premier’s designated contractor, Desert Sky AC. On July 27, 2022, Desert Sky AC inspected my air-conditioning unit and charged me the $50 deductible. Because the technician did not have the correct key for the locked refrigerant caps, Desert Sky AC returned on July 29 and charged me an additional $115 to unlock the caps, provide the necessary key, and add refrigerant. The technician told me he disliked working with home-warranty companies and did not want to pursue First Premier for payment. To avoid further delays in getting my air conditioner repaired, I paid the covered charges upfront. I also had to pay other First Premier contractors upfront because they were unwilling to seek payment directly from the warranty company. Additonally, every contractor I spoke with told me that First Premier had misrepresented itself as the property owner or property manager in order to persuade them to accept the service call and come to the property. Since August 2022, I have contacted First Premier’s claims department numerous times. I have experienced excessively long hold times, disconnected calls, conflicting information, and promised return calls that never occurred. On separate occasions, representatives told me that three reimbursement checks had been mailed to me. I did not receive them. I asked for the billing department’s contact information so I could request tracking information, determine what happened to the missing checks, or obtain the credit-card refund referenced on the Cash in Lieu of Repair Form. Every representative I spoke with told me that customers cannot contact the billing department directly by phone, email, or fax. I most recently spoke with claims representatives Melissa, Pete, and Todd. On February 1, 2023, Todd stated that he would contact the billing department again for an update. After submitting the required paperwork twice, repeatedly following up, and being told multiple checks were mailed, I still had not received the reimbursement owed to me. Based on my experience, First Premier’s failed to reimbursement me the $115 paid to designated contractor, Desert Sky AC.