Michael M.

Warranty complaint with first premier home warranty

I paid for two home warranty annual premiums in full on March 20,2024 and I was told at that time by the dale's representative that if I chose to cancel the policies within 30 days that I would receive a 100% refund. On April 8 I requested a service repair on my personal residence, and even though the service provider and I communicated with each other via texting, email and telephone, they never came to my home to make the repair. So on April 15, I decided to call the First Premier to cancel my two warranty policies since they would not respond to 6 emails that I had sent them. The person I spoke with would not cancel my policies and said that I'd never get a refund. He was very rude with me and I responded in kind and I told him that I'd let American Express handle the refund through the dispute process and hung up the phone. On April 16 the company eventually responded to my emails and said I'd need to fill out a cancellation form, which my original sale's representative never mentioned to me as being necessary. The email said they'd send in 48 hours, which made no sense, but it did make sense from a nefarious perspective. There wanting to try and run out the 30 day clock. On the 17th I sent the company 8 emails, one each hour, asking for the form. At the end of the day they finally sent the form but the form was prefilled with penalty fees for canceling the warranties, which was never disclosed with my sale's representative, as he said there were no cancellation fees if done within 30 days of taking out my policies. I edited the forms to remove the fees, signed dated and returned the forms on the 17th and told them that if they didn't refund my Amex account the full amount that Amex would recover my funds on my behalf. It's the 18th and I've not heard from First premier. It's obvious that the company acts in bad faith and should not be used. Not only did they breach their service contract terms with me also they are changing cancellation terms.