ComplaintsforPremier Recovery Services

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I fell on hard times and our car got repossessed on 04/17/2024. We contacted our lien holder and they told us the amount to pay and to pick up the car. On Friday 04/18 we paid the amount and was told to contact the recovery company only to find out we had to make an appointment to pick up our vehicle. We explained to the recovery company that no one had told us anything and they told us that we had to make an appointment and they were not open on Saturday or Sunday. On Friday at 4pm we get a confirmation text as well as starting we owe ****** we contacted our lien holder and was told they did not understand why because the repossession fee was included in the amount we paid, the recovery company said they didnt close until 5:30 and from 4:30 until 5:30 we tried to contact them to find out why we owe them 215. This is so unfair to us because no one told us anything all we kept getting told was we had to make an appointment and we had to pick a time between 10am-2pm. I feel that we should not have to pay that amount of money due to the negligence of the recovery company because our lien holder stated we should not owe them anything we should just be able to pick up our vehicle.

  Business response

  04/25/2024

  Thank you for your correspondence and may I say I'm sorry to hear of your unfortunate times. In review of your statements, we believe that your complaint would be better serviced by your lien holder as it appears your conversations were mainly with them. Although it is stated that no one informed you of our process but it also states that you were informed when saying our appointment schedule, hours of operation, confirmation text etc. I also do not find any cause of negligence committed by our company. Please let me know if I can assist in anyway.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They recklessly towed my SUV, they caused damage to my SUV while dragging it during the tow & illegally joydriving in my SUV!These jerks even tried to lie and say they didn't have my SUV key when I left it with them because their head ex con threatened me to leave it or be charged a $250 copy key charge!I want financial restitution for the damages and for them to refund the repo charge they are expecting to get, they are unprofessional crooks and they need to be put out of business! Check their ****** reviews, everybody hates these people and it's just a matter of time before they are gone for good!

  Business response

  02/28/2024

  We have made contact with ******************* and have reached a settlement to replace the rim. ******************* has agreed to this and is being sent the funds to replace the rim.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company towed my Tundra and damaged the rear driver wheel. They refused to take blame but there is no other explanation for it. When I picked up the vehicle, the pictures show what situation I found the vehicle in. The repair is over $1000 and I am ready to go to court for it. *** tried countless times to find out who their insurance carrier is, but they will not tell me.

  Business response

  02/10/2024

  This complaint has been received by our office and is currently under review. 

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car was towed from Premier Towing and they returned my car to me damaged. I have a hole in the front bumper of my car. I have damage underneath the front panel of my car. It makes a loud screeching and scraping noise when turned left. I email a complaint form to the company a month ago and have had no response from them. I would like for them to pay for the damage to my car that I did not cause. I am having to file with my insurance to get my car fixed and paying a $500 deductible for something that I did not do. The company is horrible and has awful customer service.

  Business response

  10/06/2023

  Please know that we can not open the attachments and can not reply to the complaint as so. Please upload attachments in a different format

  Customer response

  10/09/2023

   
  I am rejecting this response because: Photos and email with "complaint" form was previously sent to email provided by the company. They never responded to the many emails I sent to them to check if they received the photos and form. No responses. Photos are uploaded again. Thanks. 
  
  

  Business response

  10/12/2023

  Thank you for submitting the new formatted attachments for our review. In your complaint it states that you are going through your insurance company for repairs. If so they will be sending us a subrogation notice and this claim will be handled between your insurance company and our's. If not, please contact ****************************************************************** so we can find resolution. According to your pictures and our investigations we will take responsibility for the hole in the bumper but not the many scratches located under the bumper, those are prior conditions. Looking at our cameras, I did see where a transporter ran into the bumper and we will hold him responsible. Please let us know

  Customer response

  10/12/2023

   
  I am rejecting this response because:

  I do not wish to have to go through my insurance company because that will make me have to pay a $500 deductible for something that I did not do to my car. The pictures were to show the damage under the car! The scratches were in fact not there before you all caused all of the damage to my car. When the wheel is turned left, it makes a loud screeching noise as it something is rubbing underneath. It DID NOT make that noise before.  After it was returned to me by your company it started making that noise. Meaning that there is damage underneath the car. You can see the large chunks of plastic hanging down underneath the car that were not there before. Your company should pay for all of the damage that was done to my car. You all should be held responsible for handling other people's possessions carelessly. It was in your possession and you and your employees were neglectful. You need to handle this and pay for the entire amount of damage to the car. I will be getting an estimate of the amount of damage that is done. I will send and attach that for you all to see how much damage you actually have done. 

  
  

  Business response

  10/17/2023

  Thanks again for the response, It appears that you have decided to not go through your insurance company and use the provided email to submit your proposed estimate from a qualified body specialist.  We look forward to this submittance and resolution. 

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my Jeep go into repossession. This is the towing company that came to pick it up. I was told I would get the chance to get all my personal belongings from my vehicle. I had to make an appointment to get my belongings. I received what I thought was all my personal belongings. The woman driver told me everything was there as she handed me a black trash bag. I was able to go through the bag the next day as I was getting my vehicle back. Initially I noticed 3 items missing, 3 chargers, an android charger, an iPhone charger and a vape charger. Later that day I realized I was missing an entire gallon of oil. I have since noticed that I am missing my diagnostic device for my vehicle. I have tried to contact this company and have not gotten a response. It takes a really low person to steal from another. I am extremely disappointed and I feel violated that my belongings were rummaged through and items taken.

  Business response

  08/20/2023

  Being told you would have a chance to get your property from the vehicle is true but because of the delay of time to do so, your lien holder had the vehicle transported to auction for remarketing. Your vehicle was repossessed on July 19 and transported to auction July 30 which gave you 11 days to collect  property from the vehicle at our facility. Once the lien holder orders the vehicle to be released to auction it is our contracted duty to take property from the vehicle. In this process, we remove all items, place them in bags, place inventory tags and store the bags. This process is not an act of rummaging when it is our duty by law to make sure you receive the property. With regards to the missing gallon of oil, we do not store chemicals, food and liquids for safety and environmental reasons. The oil would have been left in the vehicle at the time of transportation so please contact the auction to learn where this went. Regarding the diagnostic device and not knowing anything about this particular item, please know if this was attached to the vehicle's OBD we would have not removed it as anything attached to the vehicle stays per the lien holders instructions. Please let us know the device description. I can assure you that everything that qualified us to remove from the vehicle was in the property bag that was picked up on August 1 by you. If you feel "as stated stolen from" we would surely advise you to contact the local authorities and file a theft report and let the professionals handle the situation, we will gladly work with them. Our company strives to hold the very best in compliance and our employees are highly scrutinized before employment. This is definitely not tolerated. With regards to the statement of failed communications, please know we have several means of contacting us, 800 numbers with automation, website, numerous email addresses etc, Please advise why contact attempts failed you and what we can do to make sure this doesn't happen again. 

   

   

  Customer response

  08/21/2023

   
  I am rejecting this response because:
  The dates are untrue. I was told by the woman who towed my car that I would have 10 days to get my personal belongings from my car. She told me herself that my car was transported for auction on July 25th. That is not even 10 days and as you stated 11 days. I completely understand that you have to go remove my belongings. However, I am saying my belongings were not all there. I have called and there no where to leave a message and I have emailed several times and never got a response back. Had you seen the state of my vehicle when I got it back, you would agree it was 'rummaged' through. It was not just in a state of my personal belongings removed. Since it was in the hands of your employees to remove my personal belongings that's why I'm coming to you. The woman assured me it would be in a locked lot and secured with cameras. The diagnostic tool I am talking about is an odb2 reader. It was not attached to my car. It was in my glove box. That was gone but all my personal mail was in there. As I stated, it was rummaged through. My chargers were also gone. For you to suggest I file a police report instead of making this right is actually ridiculous. 

  Business response

  08/23/2023

  Thanks again for your response, the vehicle was towed 07/19, the property was redeemed 08/01 which is 13 days. The lien holder ordered the vehicle to be transported 07/25. Personal property was removed from the vehicle by you at time of repossession and our employee removed the rest on the day of transport to the Auction. On 08/01, the property was redeemed and release paperwork was signed. If you feel that a crime has been committed as stated in your original complaint, please notify the authorities so this can be handled in a professional manner. We will gladly cooperate to find resolution and are prepared to take action with our employees if any wrong doing has happened. With regards to the vehicle being stored, please know it was stored in a very compliant facility that is monitored and regularly inspected. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday, 2 June 2023. This company repossessed my car from my apartment complex in ***************, **. They did so unlawfully, I currently pay my car payment to USAA who holds the title to my 2016 Dodge Challenger. They repossessed my car because the pervious owner they claim had a debt which is hard to believe because the previous owner had a clean title to the vehicle to the car with no liens in which he even gave me a copy of the lien release for the vehicle. Also, one cannot sale a vehicle without having the title to said vehicle. When I called asking why they literally stole my car and asked what the procedure was for them to repossess someones car especially since I have not defaulted on the collateral that USAA holds. They told me it was because of the previous owner. I stated that you cannot repossess a car that my I now own because of dealings with a previous owner. They never explained what is required to legally tow my car and hung up on me. We have now contacted lawyers; this is ridiculous because I have done all the right things this is my first car and my only way to work. I want my car to be returned just like it was before they stole it, and I will be seeking legal damages if the car is not returned in the same condition. The people I spoke with on Friday, 2 June 2023 were very rude and were of no help and this company is plain out shady. I spoke to two women one of whom being named ******** and claimed to be a supervisor/manger, again these women were very rude and could not legitimately tell us why they took my car. I will see this entire situation through to the end and everyone responsible will be held accountable.

  Business response

  06/13/2023

  Please know that our company is a **************** for towing of automobiles. All legal actions and decisions are made by our client's in which

  is the case for this complaint. The complainant needs to contact the previous owner and his lien holder to work the transactional issues out without

  involving this company. Upon receiving countless phone calls from the complainant, he was told this same message time and time again but didn't want 

  to except our instructions but to turn and call our staff RUDE. Nevertheless, It is my understanding that this issue has been resolved by the complaintant,

  the previous owner and his lien holder without our involvement.. 

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon attempting to retrieve my vehicle after it was repossessed, my vehicle will not move, and all lights on the dash are on. The tow truck driver has messed something up and this company never answers the phone.

  Business response

  04/18/2023

  Thank you for your complaint with regards to the vehicle mentioned. Our investigations into this matter has shown that the vehicle was towed improper by our employee and we take full responsibility. We are working expeditiously with certified mechanics to correct the incident and return the vehicle better than before.    

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was repo and towed by this company. I was on hold for hours the same day my car was repo trying to get info on how to retrieve my car because my money was left in it. By the time I got through they told me they were closed. I came today 2/28/2022 @11:20am to pick up my 2016 Dodge Charger. One they sat my car in deep soggy mud to the point where the guy present apologized said he didnt know why it was placed there and he would pull it out with his truck. 2. Once I got in my car my purse was wide open. Everything was out of it and my glove compartment was still open. I shut it and immediately checked my console. I left $300 in there. My money was gone. I told the lady that took my information when I got there and she said that there is only one driver and that I needed to contact premier right then and dont wait because she said this is not the first time this has happened. I called them and they were of no help. They told me they cant give me his information. Nor did they come up with a solution. I told them they needed to send me the pictures on my console and glove compartment that was taken by the tower and they denied me the pictures that was taken of MY CAR!! But they want to tell me what they see in the picture and say call my auto dealer cause they cant do nothing. Why am I calling Carmax about yall driver ?? The lady on the phone hung up on me because she got mad I cursed her out for saying they wasnt going to do anything. So yall driver can come break into my car and steal my money and nothing happens?? I dont think so. I will go to the end about my money.

  Business response

  03/03/2022

  I have investigated this complaint and have written statements. The driver states:

  I arrived to **************************************, unit was pulled in on property where I could easily access the rear of the unit and  tow it. I got out, vined unit and it was the vehicle we were looking for. I backed up my truck to the rear of the vehicle and pulled the vehicle out to the road. I then got out of my truck once I was closer to the main road, entered the UNLOCKED vehicle, tied the steering wheel down then proceeded strapping the wheels and tires down. I then proceeded straight back to the lot location. When I arrived to the lot location I dropped the vehicle and proceeded with taking the photos of the unit and completing the conditions report. 
  There was no cash in the vehicle what so ever. Most of the property was in the trunk of the vehicle. 

  This driver has been employed with Premier for over 3 years without incident. The lot attendant that released the unit never had the conversation regarding one driver or that this has happened before. There are actually two drivers at this location.  The contents of the unit that were inventoried upon repossession:

  PURSE, BRASS KNUCKLES, PHONE CHARGER, WORK GLOVES AND VARIOUS TOOLS IN GLOVEBOX, TRUNK FULL OF BAGS, BOXES, ETC;

  There was no money in the glove box, or the arm rest. The unit was unlocked upon recovery. Therefore exposed to anyone. We deny this claim.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company repossessed my vehicle in the middle of the night with all of my personal property inside when I called to get my personal property they said they threw it away. This personal property included money, gift cards, my drivers license and insurance cards. I live in Virginia which in one hour away from where my vehicle was taken and we have had severe weather were I live and was unable to get there. ALSO the car was repossessed and then the company was closed for New year's eve and new years day. Theyre saying that they only hold property for 30 days but a lot of those days there were closed.

  Business response

  02/13/2022

  Thank you for the correspondence with concerns to your personal property left inside the vehicle after being towed. After careful review of the situation we have found that your vehicle was towed on New Years eve and yes we were closed on the Federal holiday New Year's day (Saturday). Our records show that an appointment was made by you on Jan. 3 to retrieve the property at 1:55pm but no one showed. There has been no correspondences from you since the missed appointment whereas special arrangements could have been granted due to unforeseen circumstances. Please know our services of custody of personal property is a no charge service offered to you, the 30 days is a requirement established by law. Although we sympathize with the situation, we find a lack of communication on your part has caused the loss.     

• Initial Complaint

  09/08/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This towing company knowingly towed a 4 wheel drive vehicle incorrectly, tore the front drive shaft apart, then wouldn't return our calls or emails, and when they did return my call, it was a week later and they only offered to pay for half of the repair cost of the vehicle. This is absolutely predatory business practices and they should both be ashamed of themselves for doing this to a veteran and an active firefighter/EMT, as well they should be investigated for these predatory practices on those who don't know how to file a complaint with the BBB.

  Business response

  09/23/2021

  Business Response /* (1000, 5, 2021/09/10) */ Please let it be known that the accusations conferred within the complaint have already been submitted to the company prior to this BBB complaint. A mutual resolution was reached by both parties using the professional opinions of third party specialist in which the company has already compassed it's obligations.

*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. ↩