Complaints

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:04/25/2025

  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.

  The last year has been pretty rough for me. It all staterted with an insurance lapse around the same time I lost my brother. On top of dealing with that sudden unexpected loss I was struggling to find a job in **. I just temporarily moved down there from ** once I found out my mother was diagnosed with cancer. Things got really tough after the loss of my brother and I was struggling financially. I was behind on my car payment and insurance. Eventually my car was repossessed and my plates was still on there. Feeling helpless I kind of let things get out of hand which I take responsibility for but once I didnt reach out to the necessary parties to make things right I was treated poorly by a woman named ******* who works for this company. I just lost my mother on top of everything and the last thing I need is any unnecessary conflict with anyone. The first time I called she was rude and ignored it because my main focus is getting my plates. She then lied and said my plates where dropped off at the Raeford DMV, which I took a trip there from ********** just to find out no one ever dropped off anything there especially since my plates were from **. So I the. Called ******* back and calmly explained that I went to the ***. She got defensive and continued to be rude for no reason and all I am trying to do is get my plates. I am already going through enough loosing 3 family members in less than a year and my mother passed in march. I really need my license at this point. Im not here to cause problems for anyone I just want my plates so I can turn them into dmv. I dont understand why she is being difficult and legally there is no reason for them to hold my plates. I under it took me a while to address the issue but I had a lot going on and very little resources to help and now I am just trying to make things right. I just need to know where my plates are so I can get them thats all, I dont expect no one to do anything extra. Please help!!!

  Business Response

  Date: 04/30/2025

  Regarding this complaint, please be advised that we only hold personal property (which includes license plates) for thirty calendar days.  Mrs. ****** did not contact our office until approximately two months after her vehicle was repossessed.  At that time, she was informed of our property hold time and that any license plates left behind are turned into the local *** once a month.
  
  Ms. ****** then called back at a later time and stated that since she had New York plates, the local *** stated that they would not have accepted the plates.  With this newfound knowledge that the tags were from out of state, we contacted the lot attendant at the location her vehicle was stored at and she confirmed the plate was no longer in her possession.  She explained that all plates, both in and out of state, are included in the bins that are dropped off in the designated corner of the *** lobby once a month.  It is unclear as to the ***s procedure for handling out of state plates that are later discovered in these bins.  
  
  We informed Ms. ****** again that her property hold had expired and as such, her plate was no longer in our possession. At that time, Ms. ****** became noticeably upset.  Mrs. ****** later spoke with a supervisor who explained that given the situation, she should be able to contact her lienholder and request a letter or statement of repossession so that she could file for a lost/stolen tag with the appropriate *** office.  Communication between Mrs. ****** and Premier ended there. 
  
  We are sorry to hear that Mrs. ****** is going through such hard times and wish we could be of more assistance to her. Unfortunately, there is nothing else we can do as we simply no longer have the tag.

• Initial Complaint

  Date:04/20/2025

  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 vehicle was repossessed on April 18, 2025, by Premier Recovery Services. Inside the vehicle was my prescription SSRI medication, which is medically necessary for my mental health. I submitted a same-day request via their website to retrieve my belongings and stressed the urgency due to the health risk of abrupt medication withdrawal.Premier provided no phone access and no email reply. Their calendar only allows appointments 5+ days out, which violates ******** Code ******** requiring timely access to personal belongings after repossession. As of now (over 48 hours later), I have not received a response.The delay has caused me emotional and professional harm. I must now take time off from my new job to retrieve my items, potentially damaging my standing at work. Premier Recovery Services refusal to allow timely access is negligent and harmful.

  Business Response

  Date: 04/21/2025

  The customer retrieved his property via an appointment set at 12:00pm 04/21/2025, we are not open on weekends especially on holidays (Easter). We apologize for any inconvenience. 

• Initial Complaint

  Date:03/25/2025

  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.

  Saturday March 22 my vehicle was repossessed early in the morning, by the time I was able to get my property back from the vehicle, it had been gone thru completely, all my packed bags where emptied out, stuff thrown all around in the vehicle and the biggest of all missing ammunition over ************************************************************************************************* after being a smart ***, saying she had took it. I have already contacted the police department and filed a criminal complaint. The person at there office also told me (as it looks from other complaints) they didnt have a key that there was no way someone could get into my vehicle. Well thats strange cause you have to make sure the steering wheel is secure somehow and also you dont have to have a key to unlock a vehicle, Im sure their employees know how to use a slim gym, the vehicles was out of gear when I went to retrieve my property with a parking brake pulled that doesnt work. So they lied saying they didnt not enter my vehicle. Own up to your unprofessional job and handle this issue correctly. Your employee that towed my vehicle will face criminal theft charges and I will be seeking a lawyer to resolve this matter.

  Business Response

  Date: 03/28/2025

  The customer has stated in their complaint that they have filed a police report and seeking legal representation. We believe that this is the best direction for the customer to use the professionalism of the authorities to find resolution of any alleged accusation. It is not in our best interest to give any comments at this time. 

• Initial Complaint

  Date:12/17/2024

  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 have been calling for 8 days to get my property back. I've left MANY voice messages, several emails, and countless phone calls. After going online to set up my appointment i never received an address to pick it up. If I don't get my property back I may have to consider a lawsuit.

  Business Response

  Date: 12/17/2024

  Mr. High:

  Thank you for reaching out to us.  I verified that you did speak with one of my agents and that you have set up a property appointment for Friday, December 20th.  You will get a confirmation text/email the day before your appointment between 3:30 and 5:30 p.m.

  Please let me know if I can be of further assistance to you in this matter.  

  Thank you,

  ***** *.

  Premier Recovery

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

• Initial Complaint

  Date:11/25/2024

  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.

  The driver of the tow truck with license plate ****** should not be driving. This happened at approximately 8am on 11/25 on I26W near exit 197. The tow truck driver was tailgating, leaving maybe 3 feet between him and the cars in front of him. He also changed lanes abruptly and repeatedly without using a signal. I was in the left lane, passing the slower cars in the ***********, as normal people do. I was driving 10 over the speed limit, so I was not going slow. Your driver swerved from the right lane to the center lane and then to the left lane, right behind me. If I slowed down in the slightest, he would have hit me because he was so close to me. I maintained my speed and stayed in the left lane because of the driver's proclivity to change lanes and increase speed without warning, and since he was about three feet behind me, I had no buffer to protect me. When I passed the cars in the center lane and he did as well, he moved into the center lane and accelerated next to me. He then proceeded to stare me down for a prolonged period of time, not looking at the road, and flipped me off. I really don't care that much about getting flipped off, but his incredibly reckless driving needs to be addressed. I feared for my own safety and that of the other drivers around me. Given that he flipped me off for just existing in the left lane and passing slower cars, it seems that there are some impulse and anger issues that need to be addressed to protect the safety of the general public. I am genuinely appalled that an employee would have the audacity to drive and behave like this in a company vehicle. It makes the company look extremely unprofessional and like they have no regard for the safety of the public. I hope this employee takes anger management and defensive driving classes because this was one of the most aggressive incidents of completely unprovoked road rage that I have ever witnessed. I have never contacted a company like this before, but this was too bad to not.

  Business Response

  Date: 11/25/2024

  Thank you for taking the time to bring this to our attention. We will pull the video footage and address as needed. We have zero tolerance for any aggressive driving. Thank you again. ***** ******

• Initial Complaint

  Date:10/03/2024

  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.

  10/3/24 @ 12pm My car was repossessed and driven from my home to ********, **. I paid the full amount to retrieve the vehicle but when I went to pick it up damages were seen on the back of the vehicle. I called the finance company and they advised me to get insurance information from premier. I spoke with one representative and they sent me to three other representatives. **** was extremely rude. The call was recorded so I advise them to listen to it. All I asked for was the insurance info to file a claim. The company refused to give it to me. Also, I have proof that someone was driving my vehicle. I found baby food, cigarettes, energy drinks and other items that were not mine in vehicle. My OnStar also gives me a notification when the car is started and in motion and I had several instances that were sent to me via email.

  Business Response

  Date: 10/07/2024

  Thank you for the correspondence with regards to to alleged damage to the 2020 GMC Terrain. With regards to the damage please know that the rear damage addressed in the provided pictures is and was deemed prior damage before the repossession. I have also attached pictures taken at the time of repossession that shows the same. I have also attached the signed release paperwork where the vehicle was examined and signed, releasing and Hold Harmless Premier Recovery and GM of any claims, demands and or actions. The vehicle was repossessed without keys making it impossible for anyone to drive the vehicle. I am also attaching the signed personal property release. With this said, there is no claims to be submitted. 

  Customer Answer

  Date: 10/12/2024

   
  I am rejecting this response because:
  I am rejecting this response because:
  My car was driven by tow company from my property to a nearby store from there it was towed ( this is what the tow manager, I believe his name is Christopher Bennett) told me when I came to pick up my truck. I asked why was there damage and he gave me that explanation. Also when I pulled up, my truck was sitting outside of the gated lot with all the windows down and keys were inside the truck. I have a screen shot that was sent from premier asking me to bring my keys and photo ID when picking up my personal property.  This proves that the keys were left with the vehicle. All items shown were not in the truck when property was redeemed which further proves that someone had been driving the truck while repossessed. I have other pictures showing ashes(from the cigarettes I found) spread around the car and child's finger prints In the backseat which explains the childrens juice package found in the backseat.I do not have children and I do not smoke. I am willing to undergo drug testing to prove this fact. I am appalled at the fact your company would allow others to drive my vehicle around for personal use. I was able to redeem my vehicle in one weeks time and to know that my truck was essentially used as a rental car is upsetting and sickening. The staff that works there looked disheveled and worried when I picked up the truck and after further inspection I was able to see why. I am seeking further action against this business because If this happened to me, I can only imagine how many others have had this happen to them. 
  

  Business Response

  Date: 10/15/2024

  Thanks again for the correspondence, with regards to the vehicle being driven, it states in your first statement that the vehicle was driven from your property to New Bern and in your 2nd statement he states the vehicle was driven from your property to a nearby gas station and then towed. Nevertheless, the vehicle was picked up by a tow truck without keys, making it impossible for anyone to drive the vehicle from your property to anywhere. With regards to your onstar notifications, once we received the keys from your property redemption, it is possible that the vehicle was moved inside our facility to accommodate space and organization. I have interviewed all of our employees and reviewed our security footage and I did not find any evidence to show anyone driving the vehicle. I do hope this helps, please let us know what we can do.

   

• Initial Complaint

  Date:08/20/2024

  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.

  This company is utilizing unethical practices. I first attempted to contact the company to find out at least what city they had taken my vehicle so that I could arrange a ride to reclaim it. I could not reach anyone through their autmated dialer. Then once I had paid the lien holder in order for me to be able to reclaim my vechile. I was told to contact the company and schedule an appointment to reclaim the vehicle. I did. Premier Recovery declined the appointment for 8/20. I then called and was able to finally speak to a representative. She still would not tell me which city is storing my vehicle and that I had to use their online system to make another appointment. Then I would receive all of the details pertaining to my car in a confirmation email. She stated I only had to do it a day in advance. I book the another appointment and again the appointment for 8/21 is declined without any information where my car is being held or when they could actually accommodate me. This is ridiculous, especially since they charge 30/day for holding the vehicle. I have been trying to reclaim my vehicle for two days so far, but it does not seem they are forthcoming nor cooperative. The amount is reflective of how much they might charge me as of this complaint. I have no clue if they plan to charge any additional fees because no one will give me any information.

  Business Response

  Date: 08/21/2024

  We denied appointments from the consumer due to not having received a release from the bank. We cannot release any unit that is in our care and custody until the bank or finance company sends us an authorization to do so. While it is frustrating to not get answers quickly from your bank, we are not allowed to release without authorization. In your account is states there is a payment arrangement on the account. It does not indicate that has been satisfied nor have they sent authorization. Since the submission of the complaint, the consumer has sent a request to pick up personal property which was approved and is free of charges. Any fees the consumer feels needs to be waived is soley between the consumer and the bank and is out of our hands.

• Initial Complaint

  Date:08/08/2024

  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 am writing to express my deep concern and frustration over the continued delay in the pickup of my vehicle, which I voluntarily surrendered to the lean holder nearly three months ago. Despite multiple follow-ups with this company, and assurances that the matter would be resolved promptly, the vehicle remains in my possession, causing significant inconvenience, unnecessary stress, and threats from my HOA of fines for having N unregistered vehicle in the property. When I initiated the voluntary repossession process, I was assured that the vehicle would be collected in a timely manner. However, three months have passed, and there has been no action taken by your company to retrieve the vehicle. This prolonged delay is unacceptable and reflects poorly on the level of service that your company provides. This situation has caused me considerable inconvenience, including concerns about the safety and liability of storing the vehicle on my property. Furthermore, it has disrupted my ability to move forward with other financial arrangements that depend on the completion of this process.I urge you to prioritize this matter and arrange for the immediate pickup of the vehicle. If this issue is not resolved promptly, I will have no choice but to escalate my complaint to relevant consumer protection agencies and seek legal advice to ensure my rights are protected.

  Business Response

  Date: 08/16/2024

  Vehicle repossessed

• Initial Complaint

  Date:07/12/2024

  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.

  In the beginning of June 2024 this company towed my 2021 **** F250 that I had lettering for my business and everything on and everything for my business in along with personal information business information, employee information like bank account, Social Security card, etc. along with multiple diagnostic tools costing almost $30,000 in total they gave me the stuff out of my truck supposedly and nothing of value was in there they are still using my stuff according to the location coming from tracking and refusing to get back to me about How theyre gonna handle reimbursement for the $60,000 in tools and business equipment that they stole and then tried to blame on multiple different companies. Ive even sent them serial numbers and all the proof that was needed and they are still putting me through the runaround. This company needs to be shut down and these people need to be put in jail.

  Business Response

  Date: 07/17/2024

  ************* was given instructions on where the items were and that this was confirmed by our client ********************* and the Auction. He was advised to make an appointment to retrieve the items but would not be able to remove anything attached to the unit. He was to go to the auction on June 14th but did not...Our client placed on a personal property hold, then followed up on 6/19 but he has still not shown or called, the client followed up again on 6/21 with the same
   results. ************* shows up at the auction on 7/1 without an appointment. All items were retrieved as you will see attached from the auction. He signed for the items at the auction that were listed then wrote that he did not get them. The auction had the items listed and witnessed removal. At the time he listed a gun missing which is criminal, and was never mentioned to us at any time.
  
  He also states he was not notified he was past due as he was paying additional but was not told it went to interest not payments. However at the time the order was submitted He had not made a payment since 3/23/24. 
  He picked up the property July 1 but did not notify anyone but the BBB on July 12th. The claim has gone from 30k, 40k, to now 60k. Although it was witnessed at the auction where the truck remained locked and secured that he retrieved his items.
  We have attached the auction photos and signed documents. There is also attached a  detailed email chain from ********************* and the Auction.
  
  He has mentioned he is a tow truck driver and roadside mechanic. However, calling for a business who acts with the utmost compliance to be shut down is a bit much when his facts are not in line.
  If he has filed a police report please let us know who we need to assist. We will work  diligently to make sure any wrongful activity does not go unpunished. However, the items of value have been retrieved by **************.
  We feel that working with the transport company, the auction, the client and contacting the lien holder we have done our due diligence and participated as much as possible in assisting **************.
  
  Our client ********************* has assisted as well with working with the auction to make sure the items were locked up inside the truck. All the photos and docs are accounted for. Uncertain the reason the amount goes up with each conversation or written communication or why he could not obtain the property any sooner then he had previously stated he would.
  
  Anything bolted or mounted to a unit is not something anyone has authority to remove but the actual lien holder as you will see on the personal property release authorization from his lender attached. Who we attempted to get him in contact with once he stated they would not call him back. He was attempting to get his truck back as well.
  

  Customer Answer

  Date: 07/17/2024

   
  I am rejecting this response because:
  As you can see on the report from the auction, I still had not received anything that I was trying to get except for my Apple Watch. I have proof from AT&T that my tablet was used after my truck was taken in ***********. Also, the option is far from where I live and I own a business where I dont have time to be going everywhere to get stuff that shouldve never been stolen in the first place, I have a lawyer and Ive talked to the police about this. I tried to resolve it without doing all that but **** didnt wanna answer the phone and nobody wanted to come to a suitable conclusion. The whole reason why I had paid extra payments was because my slow time is around The time that I didnt pay the payments and I was trying to make sure I was ahead. The fact that **** claimed that the auction cleaned out my truck first, and secondly, all the stuff that was in the truck was yalls responsibility to get out not anybody elses responsibility Anything left in the truck that ends up missing even if its stolen by the auction it falls on you because it is your responsibility to give the property to the person that it belongs to otherwise it is theft. I made it clear to the auction. I made it clear to yall that things that were in the truck. Were not received by me.

  Business Response

  Date: 07/18/2024

  With all due respect the auction stated on the document what your received. They have indicated you listed the items missing after you obtained them. I was not onsight but the client has confirmed with the auction. If there is a police report please provide the number. We will coorperate with the detective to the fullest. We do not condone criminal activity. Also if the location was pinged by your carrier please provide that as well. The photos of the lockbox you stated contained 30k was retrieved. The diagnostics tools were retrieved that were in the truck. I am not certain what you mean by us not answering our calls. We do answer all calls. Please have your attorney reach out to us at *********************. I will be happy to direct him to our attorney as well.

• Initial Complaint

  Date:04/21/2024

  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.

  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

  Date: 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.