Complaints

This profile includes complaints for Premier Auto Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Premier Auto Center

  1648 N. Pinal Avenue Casa Grande, AZ 85122-1804

• 

  Premier Auto Center

  1530 E Bell road Phoenix, AZ 85022

• 

  Premier Auto Center

  881 N. Arizona Ave Gilbert, AZ 85233

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Summary:In May 2023, I purchased a vehicle from Premier Auto Center with my disabled mother as co-signer, under misleading and rushed circumstances. The loan amount and terms were not properly explained, and I was misled about the vehicles value, trade-in value, and the true cost of the loan. Additionally, I was unaware that the vehicle had a fraud alert history, which caused my insurance premiums to spike.After extensive communication with the dealership, I recently discovered further discrepancies in the contract, including the incorrect application of my trade-in value. Despite numerous attempts to resolve this issue with my contact at the dealership, no resolution has been provided.Please refer to the attached document for a full detailed account of the situation, including supporting communications and documentation

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a car less than 1 year and 9months ago with a 2 year warranty from premier auto that has been problem after problem since I bought it on 2/11/23 with ****** miles. First problem the motor blew out on 9/11/23. It started knocking and turned itself off. Paid for it to be replaced and got it back 10/24/2023. 10/24/23 the car had to be returned same day 30 mins after pick up. Cause over heating and the car turned itself off again. Turbo line was replaced and returned to me 11/14/23. 01/02/25 car started to jump and overheat, car also started to push out thick clouds of white smoke and a extreme smell of gas coming from the car. no shops will look at or touch the car because how many bolts were missing from the motor when premiere auto installed my motor. The car has lost 75% of its value and it's no where near being close to being paid off. I went to premier auto looking for a good reliable car and got the opposite of what I was looking for and they won't help me fix the car or get it running without me paying even more money.

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i was denied an auto loan in store, but gaslighted into buying a decent car at an expensive rate. desperately i needed the car and was told i would have to pay:$560 for 36 months. but now my auto loan is $560 for 72 months. making an $8,000 car, $24,000

  Business Response

  Date: 09/04/2024

  Gaslighted to but a decent car, is what shes saying and now cant afford it ?  
  

  Please remove this frivolous complaint. People need to take responsibility for their actions. When I look at the follow up calls, she says she loves the vehicle. Again, remove this post. 
  Best Regards 

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I first traded my car in at this dealership, the car they gave me I left the lot and within 30min of just driving home and almost making it home the whole car shut off on me while driving and having my 4 kids under 7 in the car with me. The doors wouldnt unlock and the windows wouldnt even roll down, nothing work. 10 minutes of being in the car with no ** no windows down and doors locked it finally had a litttle bit of power to unlock the doors. I called the dealership they came to get the car the next day and gave me a rental till they got me a new car. When I did receive the new car, within a couple days later of taking it home the ** went out . They said they inspected everything so there shouldnt be no issues. I took the car back and they wouldnt give me a rental to use and said I had to go to enterprise but enterprise said they dealership has to cal in order to get a rental and the dealership specially ***** the manager of the service department said no they wont be calling . They fixed the issue I got the car back and the next days the ** went out again I had to take the car back again and they kept it for a week, ***** had no update on my car for the whole week they didnt start working on my car until the third day of having it I found out when I got the car back. When I got the car back they messed up my speakers and said they cant fix it cause its not under warranty and then my ** wouldnt even blow out through the middle vents. Here I am 4 months later having to take my car back AGAIN cause my ** when out. Seems like a leak in the Freon which was the 2nd problem of taking it back that they were supposed to fix. They had it almost the whole month of first purchasing it and here were are months later with the same exact issue. Now theyre trying to say I might have to pay if its not under warranty when its issues they never fixed right in the first place. I wish I never traded my car in here but now Im stuck with it.

  Business Response

  Date: 04/24/2024

  This is the second time shes wrote a complaint. Both complaints are missing sides of the story that I dont want to repeat due to the immaturity we observed. We have made several appointments and ********************* has not shown up. She does have an Extended Warranty policy that offers Rental Reimbursement up to 5 days and $40 per day. She refuses to pay that. She wants a Van or SUV. They are more than $40 per day. We did pay that once and at this point, are not going to do that anymore.  
  

   ********************* can take her vehicle to a ***** Dealership or any other service shop if shes not happy with us. We feel weve been more than accommodating 

  Customer Answer

  Date: 04/25/2024

  For them to say theyve been more than accommodating is sad, because everytime Ive brought my car back to get fixed they always make another problem with my car. Of course I didnt want to pay for the rental because I cant fit 5 kids and 2 adults in a 5 seater car, I would have no choice but to need a bigger vehicle which is why I have a bigger vehicle now. Theyve treated my mom so bad and talked to her rudely everytime shes dropped my car off, especially when ****** decided to throw the keys to her and say she can go else where. They want to say immaturity but that right there was immature. The only reason why the rental was paid once is because they sold me a car with a messed up alternator that when the car shut off completely me and my kids were locked in the car. Ive made one appt I didnt show up to because I wouldnt have another car to get around.  Ive been trying to contact the owner of the whole business myself and no response, Ive rather talk to ***** than talk to anyone else at this company at this point. 

  Business Response

  Date: 04/25/2024

  Here's *****'s first hand account:

  "I was here when the mom came in and was super rude, she told ****** do your techs even know what they're doing cause I don't think they do so ****** told her if you're not comfortable with our tech's and the work done here you can take it to another shop and he didn't throw keys she threw them at him. But it is what it is if she wants to come in, we can look at it. I just checked and the last time she was scheduled to come in was 3/12 and she no showed "

  I think she needs to take it somewhere else as well.  

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/5/23 I went with my son to help buy his car. My son was working. I was not since 2022. The finance guy asked if I would be a sponsorship for him to get car. He said it was not co-signing as I did not want to do that. I asked questions like if he missed payment if Id be responsible and he said no as I was not co-signing. Well my son was late on a payment and Loan place Credit Acceptance called asking me for payment. Apparently the dealership put me as the buyer of car and primary on loan. I was misled and lied to by finance guy named ***********************. I was not working and told him so . How did I get approved as primary on a loan with no job and no income??? I feel there has to be some action for lying on loan application.

  Business Response

  Date: 01/12/2024

  I have the folder sitting in front of me and there is no less than ***** signatures that state *************************** is the Buyer and ***** is the Co-buyer. For whatever reason, the Banks like to see the person with the better credit go first on the loan.  It's been that way for many years.  Any way you slice it, if the payment is good, it goes on the credit bureau as 100% good for each.  Same if it's not paid, 100% negative.  Many dealerships use the word "Sponsor / Sponsorship" as Co-sign or Co-buy.  There is no doubt in my mind that she told she was first on the contract.  

  Also, we document everything and in a text message, ****************** asks  "Does the Sponsorship mean if something happens to car, I'm responsible?"  Dated:  6/3/23 at 7:22 pm.  We did not respond to that text but was told they spoke to her about it when she comes in.

  ******* has since relocated to a different state, but we train our staff with the utmost respect/dignity etc and none of what ****************** is saying, is in line with what we've trained them on.  ******* was with us for almost 3 years and NEVER got a bad review on anything or any topic.  Especially for lying.  My guess would be that he contracted 2500-3000 clients without anything surfacing.  In fact, he's always been the guy who "Over-informs" customers so that they are clear to what the contracts mean.

  It's unfortunate that ***** is behind on his payment, there's a lot of people in the same situation due to the economy and inflation.  The other way to solve this would be for ***** to try and refinance the loan just in his name.  We're more than happy to direct him on that, once he gets caught up.    

   

  Customer Answer

  Date: 01/12/2024

  first of all, when I asked that question about if I would be responsible, he definitely said no I wouldnt . Also I asked him specifically if being a sponsorship meant I was considered a co-signer, he told me no. This is why I was surprised to be told otherwise from loan place. I asked those specific questions because if I was going to be considered a co-signer or responsible, I was absolutely not signing anything! This has nothing to do with economy or ****** missed payments. It has everything to do with finance guy telling me something and lying straight to my face on the questions I had about this contract. And how I feel I need to be removed from this as owner / primary on this car and loan. I did consult with a lawyer and he says I do have a case but Im trying to straighten this out with the dealership first. 

  Business Response

  Date: 01/23/2024

  Again, sorry you feel that way.  We have all the signatures needed to prove the case.  Your attorney will let you know the next steps.  From past experience, I would encourage you to have your son refinance and not go to the attorney's.  It will just end up costing you his fees plus our attorney fees.  

  Again BBB, please remove this complaint as their is no viable liability on Premier Auto.  Thanks!

  Customer Answer

  Date: 01/25/2024

  premier auto put me down as primary on loan when I was not working with no income. They put my son who was buying car as co-signer. The finance guy lied to me and told me I wasnt going to be the primary only a sponsorship which he said was not considered a co-signer!the finance guy told loan place I was working and gave them an income which was not current. It was my previous employer which I was no longer working for. So now Im a primary on a loan that I did not agree to. I trusted the finance guy at premier auto with my concerns and he lied and misled me which caused me to agree and sign and I found out after it was said and done that everything I was told was not true. Premier is a shady car business that was not upfront with my concerns and questions. 

• Initial Complaint

  Date:12/27/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the 2021 ****** car 2 months ago and was told the car had never been wrecked or had any work done to it. Less than a week after purchase the paint on the front bumper started chipping away. Then last week with the rain it took chunks of paint off. It became clear the bumper had been replaced and whoever painted it did not put a clear coat on to seal the paint. I now need my front bumper repainted. I spoke with Premier and they told me they werent responsible and would not repaint. This is a clear case of fraud.

  Business Response

  Date: 12/27/2023

  Sorry to hear that **** !  We run AutoCheck on every vehicle, which is more comprehensive than CarFax and it shows Accident Free. There are times when people get a small fender ****** and do not report to insurance and send to a body shop and pay out of pocket. Theres no way any dealer on the planet would be able to detect that. 
  

  We have a very reputable body shop in ****** (we have a dealership there ) that we could offer an aggressive discount if you wanted it repainted. We would be willing to drive it down and bring it back if that would work ?  
  

  Premier Auto 

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son purchased a car there 7 months ago and has driven it less than ***** miles. ********* blew up We purchased the extended warranty which covers the power train and everything. They are refusing to honor the warranty and fix his car. They're finding every way to weasel out of the warranty. We would like to just get his car fixed.

  Business Response

  Date: 10/03/2023

  Premier Auto doesnt not deny warranty claims, the extended warranty company would be the ones denying it. Its a 3rd party warranty that administers the claims. If the proper maintenance was done on ***** miles and its a covered component, I have never seen them deny a claim. 
  

  it would behoove Premier Auto to weasel out of an extended warranty claim as well. We lose money and have an upset customer. Since you didnt purchase this car, I have no way to look up your sons name or the year make model. Please provide that and I will look into it. 
  thx 

  ****************

• Initial Complaint

  Date:09/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2019 ***** Trax from Premier Auto Phoenix location. On day one I notified the sales person the transmission was going out. I set an appointment for the auto center for the following Tuesday its soonest time slot. Today only 4 days of having the svu the transmission went completely out. I called several times at 9:45am and was told sorry well tow it and then now 5pm I get the answer it will be Monday. I need a car thats why I bought one. I cant talk to a manager to save my life. The sales rep is rude and not helpful. I contacted the old purchaser of the svu which purchased and returned the svu only days before for the same issue. So they know they sold me a lemon for 16k and now are playing run around. The reason I found the prior owner is because they left her registration in the glove box. Wow how great they dont clearly clean out the cars.

• Initial Complaint

  Date:08/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 12th I bought a car from Premium Auto Center. On July 15th ai discovered a leak and took it back to the dealership on July 17th. They kept my car for 1 week for repairs. On August 1st the transmission went completely out. I had the vehicle towed to the dealership. They advised they would replace the transmission. Today is August 19th and they still have my vehicle with little to bo communication on when I will get my vehicle back. I had no choice but to make a payment on the vehicle and also pay car insurance for a vehicle I do not have. I have reached out and showed up to the dealership multiple times to find out what it going on and each time they say I will get my vehicle back the next day which has nit been the case so far.

  Business Response

  Date: 08/21/2023

  Sorry for All of the frustration !  We certainly do not want you to feel that way. I know ****** has been in contact with you as early as Monday 8/21/23 and offered you a free rental to mitigate. We have had a few issues with parts and solving the issue. Which I am told it will be this week when you get the vehicle back and fixed. Sorry for the issues !

  Customer Answer

  Date: 08/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:01/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a vehicle in May 2022 from Premier Auto on **********************. The vehicle was lightly driven for a month before I had engine failure driving down the freeway a month later in June 2022. We had agreed to take the vehicle to Premier Autos certified auto shop which turned out to only be a brake masters. ***** going back and forth about how long everything they had said the problem was with the fuel intake. So Brake Masters proceeded to replace the part and the vehicle still was not working. They had never asked if they could take apart the engine, and after about another week, we were told the engine needed to be replaced. Premier Auto had found a used engine to replace the current one. We were not comfortable with that since the vehicle was only 3 years old and only had ****** miles on it. There was still a warranty through Chevrolet. This was a 2019 Chevrolet Silverado **** LT. ***** finding this out we went back and forth between Brake Masters and a certified Chevrolet dealer to find out if the vehicle was still under warranty, which ***** was able to verify that it was. So we had to wait for Brake Master to put the engine back into the vehicle to have it towed to a Chevrolet dealer and come to find out Brake Masters misdiagnosed the issue in the first place. The probably was not with the engine but the igniters. Therefore, ***** would not be able to replace the engine under warranty. The engine Premier Auto was wanting to put in was going to void the warranty and there was no paper work about the engine. I simply got an email from them stating how many miles they are saying the engine had on it and what kind of phony warranty they were willing to add. What I am wanting is for Premier to cover the remaining balance of this vehicle that has been sold at auction as well as have this removed from our credit. We have found the entire business and customer service from this company has been very unprofessional and and very unhappy being sold a Lemon.