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:03/25/2024

  Type:Product 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.

  Premier is a very tricky company, they try to sell a 30 day risk free guarantee, but one must wait 30 days for the policy to be active, so what's the risk, refund is needed when one finds out they do not honor their pledges ..then ***** who said he was a 'supervisor of customer service's used his sells rep *** to try to trick me into taking the vehicle in to see what they could use to invalidate a claim.. having *** tell me that "since ****** never mentioned a deductable, it has been taken care of' only to find out that he (*****) had told *** to lie just to get the repair place to give them some disqualify information....this company is very tricky and has many self serving delusions in their national, I'm sure I will have to respond many times as they have personal conviiant explanations and recollections. The company discovered by me that *** have to pay on a claim, created a problem, tried to use trucks, when that wouldn't work they chose to refund instead of honor the policy ...very fraudulent company, they wasted a month of my time, and their is no contactable person of authority who represents this company, other contacts have not responded despite repeated attempts.. Poor customer service, plus trashy and disrespectful comments from ***** plus unreachable, unconcerned Management shows this company to be what it is, a malingering association of swindlers ..

  

  Business Response

  Date: 03/25/2024

  Hello ** **************** thank you for taking the time to write this so we all potential and current customers can be aware of this.
  
  Your policy was purchased on 02/15/2024 on that date you received an email confirming your purchase as well as a hard copy was sent out in the mail.
  
  You called in saying you had an issue with your vehicle that started on 03/18/2024 but financially were unable to pay the $100.00 deductible.Since you were financially unable to pay your $100.00 dedutible you asked that it would be waived.
  
  Rules for companies in our space that sell in your STATE are unable to increase prices or decrease, your state has every company file their rates with them to protect their citizens from companies charging too much.
  
  We do have other plans available with $0.00 deductible options but 1. It would have been more expensive 2. You would have to wait the 30 days and 1k mile again.
  
  The 30 day waiting period serves as a 30 day money back guarantee if for some reason the customer would like to opt out they would get a full refund.
  
  You called in on 03/22/2024 saying the issue started on 03/18/2024 and that financially you were unable to pay the $100.00 deductible .After speaking with ***** who is the highest level of customer service within our company he actually did refund you your down payment and first payment made on your monthly plan although according to the policy it was non refundable after 30 days.
  
  First things first it seems like you did get what you wanted although it wasnt supposed to be done according to the policy you signed up
  
  It unfortunate you were unable to finically pay for the $100.00 deductible to see what the issue was with your vehicle three days into the effective date for your plan.
  
  CUSTOMER WAS REFUNDED IN FULL THIS COMPALINT IS CLOSED.
  
  Thank you 

  Customer Answer

  Date: 03/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   *****, ***, and the whole Premier team are as slippery as an eel in a bucket of grease . Every one of their responses was a fabrication and or blatant lie ..1st, I have not been fully refunded, they returned $100.00 of the $200 paid them only...secondly it's clear that the company would rather put its reputation in the trusts of slickters like *****, who used his employee *** to try to do a sly procedure for an excuse not to honor the policy,...then they try to make the deductible an issue, basing a justification for it, as ***** said, that 'its common, insurance companies all have a deductible,'...their sales rep, who conveniently disappeared and could not be found so as to verify his pledges and assurances made it a point to never mention a deductible...the rationale of ***** that there could be extra fees mentioned in the contract is interesting, but the company doesn't ask for payments after the customer is to review the intricacies of the contract, they encourage trust in their sales rep, who, as was said, will disappear subsequently..***** then reveals why the company refused to honor its obligation, because, as he says in his response, it was ' [only] three days into the service plan'. They had the company goal of receiving months and months of payments, free money, but when my repairs feel at the beginning of a policy, they decided to use trucks, and excuses not to honor the policy., quickly giving only a partial refund..Then ***** lies about the dates, saying that customer 'called on the 22 and said the issue started on the 18, customer called, and had to keep calling back day after day, because the people who were indicated were either sick or constantly out, then customer went to one of their recommended service locations who revealed that there were 'many obstacles'  regardless of the situation, the company is to try to find a way not to honor the policy.. If you want to be a sucker, then choose this company, i refused to be, so they contrived policy tricks to end the policy, not to mention blatant lies, *****'s insinuation, about the 18th and the 22nd to try to suggest that customer  called after? or ? of repair needs?  It is still not clear what angle he was trying with that one..?. Premier ******** is a sham, if they see where they will have to honor a policy they with malinger to cancel it I suggest spending with a reputable and legitimate coverage company...

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  ******* *****
   
  

  

  Business Response

  Date: 05/02/2024

  Hello again ** ***************** the your inquires which can be read before this reply were all addressed.
  
  Your only response is that we are making false statements which can be said the same about you and your statements.
  We understand and apologize that you were unable to pay the $100.00 deductible in order to get your vehicle checked out. Your issue occurred within 3 days of your validation period and you didnt get it to a shop to check whats wrong with it Maybe you already knew from before the plan was set up.
  
  Either way there is nothing that can be done ,as a courtesy we refunded payments in full.
  
  We wish you and your vehicle well. 

  Customer Answer

  Date: 05/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Company has a special propensity for malingering, twisting the facts, and outright deception, is run obviously by little boys who have very little oversight, their supervisory office has showed itself to be purposely unreachable and unconcerned. Companies lying representatives also have the audacity to think to be able to create the narrative, for instance, saying that we're sorry you couldn't afford the $100, as if the customer is supposed to try and impress them by giving away extra money to them, customer is sorry that they couldn't afford to do what they pledged without the extra they never mention at the start of the contract, then they tried to make the notice of complaint some sort of plea to them to honor the contract, customer has no interest in a ***** ******************** of shisters as this company, only to warn others of fraudulent business like Premier, notice the company's use of words to justify their fraud, 'its standard at other places .  'everybody else does it's...in other words, a drug dealer is caught selling drugs, and his argument is 'everybody in this neighborhood sales drugs',...this is a fair assessment since the representatives for Premier have a 'hustler's mentality '... because the vehicle's problem started at a time in the policy, but not during a period well within it, Premier decided to change the terms of the contract, even using many variable and unique forms of malingering, not limited to even esp, stating that **** he already knew of the vehicle problem, hopefully continual oversight for business standards will remove Premier for the safety of the public, a special little creature that has somehow slipped through to prey on the consumer, find yourself a legitimate company and avoid these scoundrels...

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *****
  
  
  
   
  

• Initial Complaint

  Date:03/18/2024

  Type:Billing 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 instructed by premier auto protection to pay for my vehicle repairs and I will be reimbursed 50% of the cost. This occurred in November 2023. Since then all that I have received was a promise of a check in 10 days or someone will contact you. I have received neither. I am due$2170.49. I have done everything I have been asked to do and still have not received my payment.

  

  Business Response

  Date: 03/21/2024

  Hello ******* ,

  Thank you for reaching out to us regarding this situation, this also happens to be the first time it was brought to our attention. You could have called us here at anytime and we would have been more than happy to check in on it like we did for you the other day.

   

  We confirmed with the claims department that they did send the check out a few months ago, they also said it was not cashed which means you did not receive it .

  They reached out to you to confirm it was the correct address and they are going to mail out a new check for you. They were in contact with you to make sure all information was correct to hopefully ensure delivery of the new check.

  Unfortunately no one can control the delivery of mail these days , we apologize and the claims will make it right.

  If you have any further questions you can reach out to us or them.

  This complaint was satisfied due to the check was sent out and is now going to be re sent .

   

  Thank you 

   

  Customer Answer

  Date: 03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I called the office on3/28/24. Seven days from the date 3/21/24 that I was informed that a new check has been sent out. Until I receive the check in the amount I am due I cannot be satisfied. Please honor the contract and forward a check next day delivery. I feel I am entitled. It been since 11/23. Thank you [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  

  Business Response

  Date: 03/29/2024

  Hey ******* ,

   

  We do understand that you would like the check sooner , this was the first time it was brought to our attention and had the claims department re-issue a new one.

   

  If someone would have alerted us of this sooner a new check would have been sent out.

   

  You can always call us anytime.

   

  Thank you 

• Initial Complaint

  Date:03/11/2024

  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.

  Date: 2/1/2024 Down payment: $123.23 Monthly payment of: $123.33 for 30 months Agreement # ************ I bought a warranty on 2/1/2024 with a 30day/1000mile waiting period.After taking a trip to ********** and back in March 2024 the check engine light came on. I dropped the car off on approx 3/5/2024 at ************** for repairs. After being told that the costs for repairs exceeded $50k that the claims department for Premier Auto Protect will not cover repairs as they claimed that the car dealership is responsible and should have fixed the issues before selling me the car. There was no previously known issues with the car by me, the warranty company, and as far as I know the car dealership.Premier Auto Protection failed to fix my car according to the agreement and failed to do any due diligence prior to agreeing to sell me the car warranty. If there was a pre-existing issue that was unknown to both parties then we should have not been able to either (A) not come to an agreement or (B) the car should be repaired according to the agreement.After calling Premeir Auto Protect their representatives passed me around from rep to rep 5 times and failed to let me speak to a supervisor.

  

  Business Response

  Date: 03/11/2024

  Hi,

   

  This customer called in today and requested us to refund all their funds and they would be sufficient .

   

  We did that and he said he did **************** call.

   

  This is no longer a complaint

• Initial Complaint

  Date:02/21/2024

  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.

  Im having a problem with Premier Auto Protect warranty company, I've been paying for this warranty almost a year over $900 and still paying and the alternator on my car went out. I called on 1/31/24 and verified that the alternator is covered expense, they told me to take the car to the shop of my choice and I did on 1/31/24. The car has been in the shop from then to now and neither me or the mechanic shop could clear communication from the warranty company regarding the claim. After weeks of me trying to get to get in contact to get get the claim paid, Now they are denying my claim on a covered expense and they will not talk to me about the reason why nor are they allowing me appeal the decision. I have requested to speak to a supervisor, claim adjuster that worked the claim and have been told they was going to call me. I have not received a call yet , I feel like they have breached the contract between them and me and now they are avoiding speaking with me. Ive had other warranty companies and never have I ever been treated this way. I don't recommend this company at all because they don't honor contracts. I just would like them to pay my claim to fix my car as they agreed to do in their contract.

  

  Business Response

  Date: 02/21/2024

  Hello *******,
  
  Thank you for reaching out to us so we can give a clear explanation of what happened.
  
  
  You signed up with us on 6/02/2023 and reported your mileage at the time was *******. At the time of sign up we request photos of odometers to verify the current mileage on the vehicles. Unfortunately, we did not receive one from you.  According to your vehicles history report your mileage on 5/20/2023 was ******* that is ***** more miles on it from about 2 weeks before the plan was purchased.
  
  This is the exact reason why we request photos , so there is no mileage discrepancy , due to that discrepancy the claims department did deny the claim.
  
  Generally when there is such a large discrepancy when customers receive either the email confirmation or hardcopy in the mail they will alert us and let us know.
  
  We can only put down what customers inform us there is on their vehicle , it could be where customers are off a few miles here and there but yours was ***** less than what was on it two weeks before the plan was purchased.
  
  So the claims do honor the polices that do not have a mileage discrepancy , unfortunately in your case it was over ***** miles difference.
  
  For future reference maybe send your next company a photo or make sure to get them a more accurate odometer reading at time of purchase so you dont have this issue.
  
  We wish you and your vehicle well.

  Customer Answer

  Date: 02/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Well have reviewed your policy and it mentions nothing about denying the claim because the mileage was quoted higher or lower. 
  It states:IF THE ODOMETER HAS STOPPED OR HAS BEEN ALTERED OR DISCONNECTED AND MISREPRESENTS YOUR VEHICLE'S ACTUAL MILEAGE.
  this is not the case my odometer's hasn't been stopped or altered. Also you all never contacted me or my mechanic shop with any follow *** and you never gave me a chance to appeal the decision. Also I have been faithfully been paying since June and never missed. What is the point of paying for something that is useless. I want all of my money back for this warranty. This is a scam to get over on people, and its not right. I will not let yall get away with my hard earned money. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  

  Business Response

  Date: 03/19/2024

  Hey ******* ,
  
  Thank you for your response and we are more than happy to continue to explain the issue here so we can educate all consumers who are reading this.
  
  You can find this on page two of the plan: You provided in this Schedule Page. You acknowledge Your understanding of the Limited Applicability of the Federal ******** **** Warranty Act as set out in this Agreement. You acknowledge any Misrepresentation may result in the denial of a claim.
  
  You signed up with us on 6/02/2023 and reported your mileage at the time was *******. At the time of sign up we request photos of odometers to verify the current mileage on the vehicles. Unfortunately, we did not receive one from you.  According to your vehicles history report your mileage on 5/20/2023 was ******* that is ***** more miles on it from about 2 weeks before the plan was purchased.
  
  This is the exact reason why we request photos , so there is no mileage discrepancy , due to that discrepancy the claims department did deny the claim.
  
  You are more than welcome to reach out to claims and ask them any questions youd like. They denied it due to the mileage discrepancy we have been explaining .
  
  If you would have informed us of this earlier we would have been able to change it for you so this wouldnt be an issue. You were send a few emails confirmations and hard copy in the mail as well , if when you looked at the mileage and compared it to what was on the vehicle at the time 7k miles is a large difference. This was also after not sending us a photo of odometer to specifically not run into this issue at any point.
  
  We can only put what customers tell us or show us with a photo regarding whats on the odometer at time of sign up.
  
  So generally 1st customers send us photos 2nd they will get the confirmations and see that the mileage is 7k miles off.
  
  As a sign of good faith we will request the finance company to refund your last two payments.
  
  We are sorry you are in this situation and this is not what we would want for any of our customers , unfortunately if they do not pay attention to the miles on the plan or send us a photo like we requested this could be the scenario.

   

  As the above response is still a valid response and we even offered a sign of good faith and have the last two payments refunded. 

  There is nothing to appeal , your claim was denied due to a mileage discrepancy which is clearly listed in the terms for a cause of denial.  

  You signed up with us on 6/02/2023 and reported your mileage at the time was *******. At the time of sign up we request photos of odometers to verify the current mileage on the vehicles. Unfortunately, we did not receive one from you.  According to your vehicles history report your mileage on 5/20/2023 was ******* that is ***** more miles on it from about 2 weeks before the plan was purchased. - We did / do our best to try and avoid this but if a customer doesnt send us a photo or inform us of this discrepancy there is no way for us to know. 

  We wish you and your vehicle well . 

   

  This complaint is closed and we even sent back your two last payments as a sign of good faith even with all the above mentioned.

  Customer Answer

  Date: 03/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because I disagree and this is certainly not the end of this 

   

   

   

   

  Sincerely,
  
  *******************************
  
  
  
  
   
  

• Initial Complaint

  Date:01/18/2024

  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 August,10.23 Premier Auto Protect was contacted by phone for ************ protection on my 2009 ****** Forester. I paid the agent $142 with my bank card. I was informed to take a pic of my vehicle mileage and after receiving the pic , he would complete the contract and sent a link to the ************* he would also send a copy of the *************** to prevent to service providers. I never received the contract from the Premier agent. I contacted Premier by phone and the service ***** Yelled, screamed and refused to refund my payment of $142.00 pd for service not provided.Since a contract was never received or signed with my signature , I wasn't aware the contract had to be canceled in (30) days. I had canceled the contract on Nov. 1, 2023. and was required to pay a cancelation fee of $25.00, to stop unauthorized payments being withdrawn for my checking account. for service that was never provided. I am *********** a full refund of $167 for breach of contract

  

  Business Response

  Date: 01/26/2024

  Hello *****
  
  You signed up with us back on 08/10/2023 , you received one email from us on the day of purchase then another email from us on 08/14/2023 the email address we had on file was ********************************.
  
  There was also a hard copy mailed out to ********************************************* .  Yes we do understand that sometimes packets can get lost in the mail and emails can go to spam or junk folders.
  
  You havent reached back out to us until November 1st  asking us who the finance company was and that you were accepting the cancellation fee.   we  a recording of you accepting the cancellation fee and terms of the policy.
  
  If you would have contacted us earlier we would have advised you to check your spam/junk folder.
  
  In between your sign up and November 1st conversation to cancel the plan , you also spoke with the finance company twice .. if you would have just reached out to us we could have assisted you and you would have received all the correspondences. We can not help anyone who doesnt reach out and ask us to , if you would have called us we would have assisted right away like we always do.
  
  On that same call recording the conversation with the our representative was very polite and easy going , although you did threaten to *** and go to court over the policy you signed up for our representative never yelled or screamed at you once. We understand you didnt check your spam folder and the hardcopy might of gotten lost in the mail but there is no need to defame our customer service department for doing something that they did not do. You were treated with kindness and were spoken to very respectfully even after you threaten us multiple times.
  
  We are here to service customers and offer A rated coverage.You are just not happy with not receiving any confirmation, if you would have reached out anytime between now and when you signed up we would have been more than happy to make sure you did receive the email and resent a hard copy in the mail.Waking up two months later saying you didnt get anything and threatening us over it doesnt really give us an opportunity to assist.
  
  Your policy has been cancelled out since November 1st , you did also receive refunds from the finance company.
  
  We wish you and your vehicle well in the future if you have any is***s with other companies or purchases from anywhere else maybe just reach out to them before waiting 3 months.

  Customer Answer

  Date: 01/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The response from Premier is unacceptable & I disagree with response  . & placing the Breach of contract on me for not receiving the vehicle service protection I purchased and paid for. The agent I purchased the service was very nice & helpful. After taking a pic of the vehicles odometer & sending. I later noticed him by text that I never received the contract. I also waited to receive the contract & Premier card by mail. which was never received.  I haven't had any other problems receiving mail from anyone else@ my mailing address. A few days after the purchase , I was informed I had ****** . Which was devastating and in my emotional state ,I forgot about the Premier contract until discovering unauthorized payments being drawn from my checking account for $137.13 by a company named MEPCO. I had never purchased any produce ,service or authorized payments to this unknown company. I filed a dispute with the bank against MEPCO for unauthorized payments , who opened an investigation.  And was able to provide the phone number to contact MEPCO. Mepco informed me the payments of $137.13 were being collected for the Premier Service contract . I informed ***** the contract was never received. MEPCO required a $25.00 cancelation fee to stop the unauthorized payments from being drawn on my account. The unauthorized  payments to  Mepco have been refunded back to my account. I had called ************************* about a refund of $142.00 + $25.00 cancelation fee paid to MEPCO, the customer service person yelled , screamed and refused to listen to anything I was trying to ask, Yes , I tried to yell louder than her to get her to listen to no avail,  I finally just  hang up. I'm 72yrs old , I don't have to be treated so rudely & such disrespect. I like Premier needs to check the informed provided in their response again. I'm *********** a refund of $167.13 from Premier auto protection for breach of contract , failure to provide service purchased but not provided. I will not accept anything else.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  

  Business Response

  Date: 02/01/2024

  Hello,
  
  We are sorry to hear about your health and wish you a quick and easy recovery.
  
  You said you signed up for the plan , then you say there were unauthorized payments being taken out but they were authorized when you signed up with us.
  
  There was no breach of contract and or failure to provide service , you are claiming you didnt receive the email confirmation and hard copy in the mail and unintentionally forgot you signed up for this plan. We understand your situation at the time was tough and hope you get better, you did authorize the sale and for the payments to be made. You admitted above that you forgot about the plan , had you remembered earlier we would have been able to resend the correspondents. There is no way for us to know if a customer didnt receive what we sent out until they call us and let us know so we can resend it .. its just a click of a button and our pleasure to do.
  
  Once again if you had any discussions with the finance company that is a separate entity, we did not collect that $25.00 fee you said you paid it directly to Mepco so you can reach out to them for that.
  
  It seems like maybe you are mistaking a conversation you had with our company and the finance company. On the call recordings we have there was no yelling from our side, we just have you threating to *** etc etc.  Our customer service team had nothing but respect and were as courteous  as can be even though the person on the other side was threating things.
  
  From the call recordings , notes in our system & information you are providing here it seems maybe you are confused with who you spoke to when and about what.
  
  
  Nevertheless , although you did authorize the purchase and decided several months later that you did not receive any correspondents .. we did refund what we collected of the $142.00. We can not refund any payments not made to us.
  
  There is nothing more we can do here for you.
  
  We wish you and your vehicle well.

  Customer Answer

  Date: 02/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/22/2023

  Type:Product 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 transaction was August 31st, there was a charge for 85 USD that was made to my account.I called them to cancel the service within 60 days as the contract says I should get a full refund of the charges.they did refund the down payment 107 USD but on August 31st 2023 they did make a charge for 85 USD and they have not refunded it yet.I called in Today with a Head Supervisor ***** and he was really rude and yelling at me saying that he is the expert and that the policy stated something different.

  

  Business Response

  Date: 09/22/2023

  *****************,

   

  You signed up on 08/01/2023 , you called in on 09/07/2023 and requested to cancel. We right away refunded your down payment (which is not refundable) of $107.00.

  You called back in on 9/22/2023 requesting a refund for the $85.00 payment made to the finance company.

  We explained to you multiple times that we are not the one who processed the payment but will request it from the finance company.

  As you can see attached the finance company did complete the request the same day we sent it to them. ************** - is the account number with the finance company.

  There is nothing more we can do for you on this, all your payments have been refunded.

   

  We wish you well.

   

• Initial Complaint

  Date:09/21/2023

  Type:Customer Service 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 pending reimbursement for an oil change maintenance plan since 9/7. The receipt was verified by them on 9/12 and today 9/20 I was told I needed to resubmit my receipt, so I did. The customer service I have been getting is by far the worst I had to deal with. I've left messages and spoke to people and they would say they would call me back and they never had. I would like my payment reimbursed asap

  

  Business Response

  Date: 09/22/2023

  Hello,

   

  Your email was received by the claims administration and they did issue a check as per the agreement. 

   

  As you can see in the image attached was an email sent to you by the claims administration company verifying they received the receipt and are sending a check.

   

  Not sure who you are referring to but every time you called us here at Premier we answered all your questions and assisted you to the best of our availability. 

• Initial Complaint

  Date:09/14/2023

  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.

  I make monthly payment to premiere auto protect and they do not comply to they policies my vehicle need of repairs and they will not cover and pay for the repairs I believe this company is A scam and I will like to get help to get my money back after paying them for over a year

  

  Business Response

  Date: 09/15/2023

  Hello *****************,

   

   

  We did reach out to the claims administrations on your behalf and we attached the authorization they sent to your shop on September 1st 2023.

   

  Please contact your shop , as you can see in the attachment this authorization was sent to ******************

  Any questions please feel free to reach out to anyone here.

   

  Claim was authorized 2 weeks before this complaint was filed.

   

  thank you 

   

  Customer Answer

  Date: 09/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   The statement is not right it should be few repairs and they only put one and they will not pay the labor fee wish start at two hundred dollars an hour They got my money for over a year and know my car needs repair. Still, they will not do anything.  This is not right, I want my money back. What they took from my  account 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  

  Business Response

  Date: 10/11/2023

  Hello *****************,

   

  From what the administration company has informed us is that other components requested did not fall under the coverage. We do apologize if your vehicle was broken down and its not an easy thing. The administration company must go according to the policy guidelines and that is why they did approve and pay for that claim that we attached to this complaint. 

   

  They did adjudicate  the claim and paid as the policy reads, they are not able to go around that in any way. You did receive the services you signed up, unfortunately not every part falls under the coverage or even in the industry for that matter.

   

  You got quick and efficient service for a covered breakdown and it was already  paid for before this complaint was filed. 

  Customer Answer

  Date: 10/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  . This company is a fraud. They did not PAY for any repair my car needed I pay for my repairs then d company close my account and take my money for over 1 year and refuse to pay the labor hat the Volwagon auto dealer ************** dealer is located in ********, ******* the BBB should call them and find out thank you for your response 

  I Leave this in GOD IS HANDS HE knows how  to deal with this fraudulent company.

  JAH GOD BLESS GOOD DEED ????

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  Date:09/07/2023

  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 car has been with the dealership (***************, ***** **) for almost 3 months now, awaiting Premier Auto Protect to approve the letter from the dealership for the repairs needed. The dealership keeps contacting them and the warranty company are not moving forward. Initially they waited for an adjustor to verify the car repairs, that took forever, i assume thats done because now I am being told they are pending approval letter. They had send a letter back to ***************, but I was told it didnt include all repairs and it had the wrong labor fee. Afterwards, I was told they were correcting the letter, but havent heard from them since. I tried calling them myself about a month ago, they keep transferring me, they keep telling me I need to call some other company that deals with the claims, I also asked to speak to a supervisor, that person never called me back. My warranty agreement number is: ************, that number came from the contract I signed with Premier Auto Protect, the number I called them is ***********, as far as I am concerned, they are the ones that sold me the warranty, they are the ones I have been paying ON TIME for the past year, so they have to be the ones to provide the service they promissed me when they sold me the warranty, as well as its stated on the contract. I understand things take time, but the car has been at the dealership since 28 June 2023, its an unreasonable amount of time. It is unnacceptable that a company that takes my money every month doesnt do their end of the deal, is it a scam? Are they taking my money but dont provide the service they promise for that money? I request their manager or supervisor to call me and tell me they are going to get this done. I request they contact the dealership to approve the repairs so I can get my car back already.

  

  Business Response

  Date: 09/14/2023

  Hello ***************,

   

  You have been speaking directly to the claims administrations and they also got the vehicle inspected to see what would be eligible for coverage.

   

  They first did approved a covered component for repair.

   

  Regarding your other concerns:

   

  We sent an inspector out to verify the different concerns. The inspector was shown the system by the technician and the specific notes state there was no failure to the A/C system:
  
     Technician demonstrated the a/c air distribution vent pipe and found no abnormal operation of fault at this time. Inspector tried the system multiple times and no failure was noted.  
  
  Where there is no failure found, we are unable to assist.

   

  If there is no failure, they would not be able to assist.

   

  Thank you 

• Initial Complaint

  Date:09/06/2023

  Type:Product 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.

  We submitted a claim on Friday July 28, 2023. To this day, 9/5/2023 we have not heard anything from this company. Not a phone call, not an email asking for more information NOTHING! Its imposible to speak to anyone, quite a scam!

  

  Business Response

  Date: 09/14/2023

  Hello ********, 
  
  According to the claims administration this is what we were told: 
  
  We have determined the claim was for air shocks and a battery replacement. While the shocks are excluded from coverage, we have contacted the customer and the shop to request the receipt for the battery replacement so we may reimburse the customer/invoice from the shop so we can approve payment to them for the maintenance benefit amount of $100- depending on if the battery replacement has been paid for yet or not.
  
  The policy does not include coverage for shocks , which are very standard to not be covered in the industry.
  You did receive a bonus policy for a maintenance plan , not all customers do receive this. The battery replacement is something not included under the policy but it would be included with your maintenance plan that was added. 
  In order to take advantage of that maintenance plan you would need to send the receipt for the battery replacement to claims and they would send a check in the mail as the policy for maintenance reads.
  Regarding speaking to anyone here , according to our system it does show every time you called in you did speak with someone. Maybe the # you were calling was for a different place.
  Please get that receipt to the claims so they can process your reimbursement as it states in the maintenance plan.
  Any questions please feel free to contact us here directly.