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:06/21/2023

  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 was forced into a purchase by Employee of Premier financing *****************. Even though my temp license wasn't adequate for purchase of the truck in Pennsylvania, he called me and told me that everything was ok and to send full deposit for truck. 3 days later ****** told me that the issue was not resolved and I would lose out on a deposit if I forfeit purchase.

  Business Response

  Date: 07/10/2023

  Hello,
  
  Manager called and spoke with the customer Monday July 10th, 2023. Customer is on the way for his flight to pick up with the unit. Customer confirmed that this was all handled and was pending the registration in order to pick up the unit from the lot.
  
  Customer had a temporary ID in GA, and we were all set to fund but the temp ID even with proper paperwork wouldn't suffice for ******.The physical ID would take up to 30 days to receive by the state.
  
  He had a driver's license for another state. We sent the copy to ******, and they said they could use that copy but needed it scanned. On the finance end all that was needed was the down payment to fund which he was willing to make since the ****** rep advises the driver's license in the other state was okay to move forward.
  
  So, message was relayed, and customer made the down payment and we funded.
  
  It wasn't until after then ****** advised the current driver's license wasn't acceptable any longer since the back had a cross out on it. 
  
  ****** was going to do a buyback/swap. ***** was out of the office and ****** advised they were going to wait for ***** to come back to handle.
  
  While she was out of the office, customer emailed **** and VSC he was waiting for his license to pick up the truck.
  
  He received his license later that week which was much faster than working an entire buyback and finding a truck in another state just to work around his new license issue. 

• Initial Complaint

  Date:05/05/2023

  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.

  Premier Finance illegally furnished my credit information after previously on a recorded line telling me it would be a soft pull. ***** the Senior Financial manager there admitted via email that she in fact listened to the call and was going to reach out to that lender who ran my credit without authorization, only to be told a few days later it was all apart of the process. I have asked for the Recorded message which she listened to but was never given a copy. My credit has been impacted and they seem to not want to do the right thing.

  Business Response

  Date: 06/05/2023

  Timeline below:
  
  Customer applied May 1st at 9:26 AM.
  The Financial Services Manager called the customer same day to go over initial customer interview.
  Customer did not answer, the Manger, sent an email requesting the stipulation request he would need to move forward.
  Customer called back the same day. Manager still advised next steps and what is needed for the application to continue. The next day May 2nd, Premier has received the missing items and submitted to the lender for a finalized approval.
  Customer reached out to ***** after the one hard inquiry. I reached out and left a voice message to go over the financing process on the same day.
  
  May 3rd, ********************* has also reached out to the customer. Acknowledged the hard pull and advised that is part of the process in regards to securing financing. Advised to the customer if he would like to move forward, he would need to complete the missing form the lender is requesting. Customer advised he completed it before the call and wanted to see the approval. Finance manager sent over the approval and customer did not like the down payment the lender provided. We also could not provide another approval as customer wanted the process to be done.
  
  Final email to customer on May 5th: When we initially view the credit application, it is a soft pull. However based off of the term and conditions, you have consented Premier Financing to obtain an approval with a definitive down payment amount, we forward the application to our lender partnerships.
  
  This is laid out within our terms and conditions which I have attached for your convenience.
  
  Please let us know if you would like assistance connecting your lawyer to our legal counsel.

• Initial Complaint

  Date:03/07/2023

  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.

  This credit card account originally was with ***** before they transferred accounts to Premier Finance. First statement with PF showed $54 faudulent charge. Investigation by Premier Finance took 90 days and account was to be placed on hold. After three months they determined the charge was fraud and would be credited to my card account. Over the 90 day investigation, they continued to charge interest and late fees to a fraudulent charge that is now $89. Several calls to Premier Finance (which were recorded) customer service and promises that it would be resolved by PF investigation dept have produced no resolution to fraudulent charges by Premier Finance. To this day, I am still fighting with Premier Finance to have this resolved.

  Business Response

  Date: 03/31/2023

  Hello,
  
  Attempted to reach this customer via phone and email on March 27, 2023, March 28, 2023, and email March 30, 2023. I believe the customer has Premier Financing mixed up was a credit card company call “******* *******”. I explained this in the voice mail and a requested a call back to explain. Premier Financing does not accept credit cards and we assist with the financing for ****** used vehicles. There was no response back from this customer via phone nor email . Premier Financing does not have this Arthur as a customer nor a signed credit application for financing a ****** vehicle.  

• Initial Complaint

  Date:02/17/2023

  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.

  This involves ****** leasing and Premier Financing in Reading Pa, We have taken out our life savings to start a trucking business. We found one that we were interested in on the ****** website and was approved for a loan through Premier Financing company. On 11/16/22 I made a 1,000 dollar security payment to ******/Premier in order for them to secure the truck that I wanted. From that point ****** was to get the truck in the shop to ensure the truck was operational and up to DOT standards. Speaking with ***** in Dallas where the truck is actually located he stated that the trucks on the lot may have some issues but once a deposit is made they place the trucks in service. My sales rep is **** ************ in Reading Pa. I live in Longview Tx and buying the truck from Dallas Tx which is 2 hours away ( you will understand why I am stating this in a moment ) between 11/16/2022 and 12/9/2022 we were in negations with **** from ****** and *** *****/ ******* ****** from Premier about different details and items needed to secure the loan. One thing that was mandatory to have before the loan could be complete was the purchase of insurance. On 12/9/22 I purchased Insurance in the amount of 811.29 and made a down payment to Premier for 9,000 dollars. I was informed the truck should be ready by mid December. Me thinking I would be rolling very soon I quit my job working as an adjustor preparing to start my own business. It was not until 01/10/23 that we were told the unit was ready to pick up and at that time is when **** sent over the tags and other paperwork needed in order to pick up the truck. Keep in mind 01/09/23 my second insurance payment is due I do not have a truck. ( so i am out of 2 months of insurance ) the original due date for the loan was the end of January. So Premier sent over new documents for us to sign with a new due date for the loan of 02/26/23 On 01/11/23 I drive 2 hours from Longview to Dallas to pick up the truck. As soon as I get in the truck and crank it, the DEF light is on and there is a windshield chip. ( how is this not noticed ) I was told they had to order a sensor for the DEF light and they would get the windshield fix. I leave with no truck. I drive back on 01/16/23 to pick up the truck. I drive the truck maybe 25 miles down the road ( not out of the city yet ) and the check engine light comes on and a message saying stop engine. ****** had to tow the truck to a service shop because something was wrong with the DPF. They had to replace the regen on the truck. ( also tied to the DEF) On 01/23/23 I drive back to Dallas to pick up the truck and literally in the exact same location the check engine light comes on again and the message says warning engine. I contact the service department and they tell me to bring the truck back. This time they replace the EGR. ( which is tied to the DEF DPF REGN ) At this point I am now concerned with the upcoming payment of insurance 02/09/23 and loan payment of 02/26/23 since I still do not have a truck. On 01/24/23 I speak with **** at premier about the issue. He is totally unaware that I have had any problems and says he would contact ****** and let me know about being able to push the due date back a 2nd time because at this point I don't know when I will get a truck and even when I get the truck a payment will be due in less than a month and I also have a 15 day window from once I received the truck to identity any issues in order to take it back to the shop for it to be addressed. **** said that we would have to wait about 2 weeks away from the due date for that to be addressed and they had to see when the truck would be ready. ( why would we have to wait for them to push the due date back like they have done before ) On 01/30/23 I was told the truck was ready I drive back to Dallas and finally was able to make it home with the truck which it seemed as if it had some bad vibration but I was just thinking maybe that's how it rides and I was honestly happy to make it home without the check engine light to come on. I am still concerned with the upcoming due date being less than a month away and me about to be on my 3rd month of paying for insurance for a truck I am just picking up. So I addressed the concern to ****** and they sent the concern to premier. I got a reply back from Premier on 02/01/23 from *******,******* stating Unfortunately, I do not know for sure when your next payment date is. Please call ******** **** Financial Services *** LLC (******* Truck Financial) at 1-************. They should be your point of contact from here on. So this is how I found out that my loan was sold to another company. I didn't get a call no letter in the mail nothing stating that our loan was being turned over to a different company and still to this day we haven't received no call or letter stating such or a reason why. So now I am very concerned being out of pocket 1749 and 3 months of insurance and haven't been able to make any money from the truck because of mechanical issues that should have been taken care of to begin with. After driving the truck on 02/08/23 to get my etracks installed the vibration is much worse to the point I cannot see out of my side view mirror. With me being within 15 days of having the truck I emailed ****** and they had me to put it in the shop here in Longview and they will not even be able to look at the truck until 02/22/23 which is what i was told. I have been in possession of the truck for 11 days and now its back in the shop and I have a payment due on 02/26/23. I called ******* and they are telling me they cant refund me for the 1st months of insurance 811 and they cant push the payment back and that ****** should make the payment. ******** ****** from ****** says the following Please see your approved reimbursement amount below Absolutely! Payment was received by ****** on 1/6 and first payment due is 2/26 = approximately 7 weeks. I divided $1749/7 weeks to get your “weekly payment” of $249.88 a week. Since you did not have the truck in your possession from 1/6 to 1/30 (24 days) I rounded that up to 4 weeks and multiplied it by the 249.88 weekly payment. This gave me the total of $999.53 which I rounded up to $1000.00 1749.19/7 weeks 249.88 a week 249.88 x 4 weeks 999.53 Is the payment still 1749 due feb 26th? Yes, that is correct- we are unable to have the lender push this back which is why are we reimbursing you for the amount of time you were unable to operate the unit after paying for it. 3. Will we receive something in writing in regards to who the new lender is? *** ***** with Premier said he would speak with you this morning regarding the confusion with ******* being your lender. He may be able to provide some documentation or at least a contact with ******* for you. TOTAL APPROVED COMPENSATION 2964.21 ( not sure what she means by ****** received payment on 01/6 ) So I also asked about the first month of insurance I am out of 811 she says that was required by premier so they are not obligated to pay that. So I accepted the payment. HOWEVER, THAT WAS WITH THE UNDERSTANDING THAT THE LOAN COMPANY WOULD REIMBURSE ME FOR THE MONTH OF INSURANCE I WAS OUT OF. ALSO NOW WITH THE TRUCK BACK IN THE SHOP THE PAYMENT NEEDS TO BE PUSHED BACK. SO WHAT I AM NEEDING IS PREMIER/DAIMLER/[****** TO A. REIMBURSE ME 811 A MONTHS WORTH OF INSURANCE WITH NO TRUCK B. PUSH THE PAYMENT DATE BACK OR C. MAKE THE 1ST MONTHS PAYMENT ON MY BEHALF. KEEP IN MIND AS I AM TYPYING THIS I DO NOT I REPEAT I DO NOT HAVE A TRUCK YET. THEY WANT ME TO MAKE A PAYMENT ON A TRUCK THAT I HAVE BEEN IN POSSEION OF FOR 11 DAYS TOTAL. I AM SEEKING THIS RESLOUTION BEFORE I SEND OVER ALL MY DOCUMENTATION TO MY LAYWER WHICH I WILL BE SEEKING ALOT MORE THAN THIS. I HAVE MADE GOOD ON MY END THESE COMPANIES NEED TO MAKE THIS RIGHT.

  Business Response

  Date: 03/22/2023

  Hello,
  
  Please see the response I will be submitting to BBB for this compliant.
  
  After receiving the BBB Complaint, we had a supervisor reach out to the customer via phone to discuss the concerns and questions. Advised that ****** was currently working with the customer when this was received. Premier followed up with ****** (****** response is below). ****** advised working with the customer and customer agreed to the reimbursement and would be receiving a form from ****** for reimbursement. Finance Manager also followed up with the customer regarding any questions on the loan. The supervisor called the customer on 3/14/23 and spoke to ******, who was involved as well.******** stated everything was resolved on their end and nothing more was needed.
  
  ****** covered the monthly payment of $749.19, wired to ******* on 3/7/23.
  ****** reimbursed the customer $1,153.83 For out-service delay.
  Unit completed from ****** post sale on 3/1/23. Unit was completed by post sale.
  NTP contract was sent on 3/7/23 per customer request.
  ****** reimbursed customer for OS delays $2,964.21- check processed 2/10/23.
  1/9 insurance payment of 810.38,
  2/9 insurance payment of 1153.83
  4 weeks pro-rated loan payment of $1000
  
  ****** BBB Response.
  ****** takes these matters seriously, and we appreciate you bringing this to our attention. Upon taking delivery of the vehicle on January 16th, our customer, ******** **** ******* LLC, faced after-sale issues the following day. We were made aware of these mechanical failures and made the recommended repairs to the truck. We are actively working with them on handling any lasting grievances and are confident that we will ascertain an agreeable outcome.

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service 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.

  I have been trying to get Premier on the phone several times to request an account change due to me moving my funds to a business account for the loan I have with them. After several attempts to reach them I finally got someone on the phone and the documents sent were not able to open. Since, I have sent several emails to the account representatives explaining the situation and the response is always the same well have someone reach out . Per an email I received from the account representative in the beginning, I would be able to do this plus opt out of the automatic withdrawal and have the option to pay be check. The account in question is about to close and Im assuming my loan would be in default? Trying to not get to that point I started reaching out approximately 4-5 weeks ago to get this resolved with no luck! I dont think consumers should have to wait hours upon hours on a phone to only get a response (email) with an unusable attachment. I dont think consumers who are trying to do the right thing and give a heads up on changes (after an email from said loan company) said I could make change should be left without response or help from the loan company

• Initial Complaint

  Date:07/20/2022

  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.

  Finance a commercial truck with 224,000 miles through Premier 07/5/2021. Purchase a extended warranty through *** for 8k for 3years of coverage. Engine failed on 02/13/2022. ******** ***** ********** denied my claim on 03/15/2022 for lack of lubrication and continued operation with low oil pressure was the cause of failure. Truck was maintenance 60 days prior breakdown. Purchased an engine for 10k out of my own pocket. When I inquired about canceling the remaining of the warranty plan, I was told by Premier and *** that was nothing they could do for me. Beware of these scammers. ***(******** ***** **********) Chad B**** Premier Financing(****** *****) *** *****(Finance) ******* *******(Sales)

  Business Response

  Date: 08/09/2022

  Hello,

  A Premier supervisor attempted to reach this customer regarding this compliant on Friday 7/29/22 two times with no answer, however left a voicemail to return the calls. The Premier finance manager received an email 6/30/2022, from the customer which was addressed to the ****** sales representative and finance manager inquiring about cancelling the warranty that was purchased from ******. Premier responded to the email to the customer stating that this would be a question for ****** and *** as Premier handles the financing of the warranty and the ****** sales representative responded that all sales were final.  
  
  Premier followed up with ****** for some clarity regarding the warranty policy below.

  The customer opted to purchase a warranty through *** (a third-party company) with their truck back in June 2021. The customer later filed a claim with ***, and *** determined the mechanical failure was not covered under the selected warranty. A summary of their findings was sent to the customer. The customer inquired with ***, the ********************** broker (Premier Financing), and their ****** sales representative about cancelling the warranty; the ****** sales rep spoke to the customer and reminded them the warranty contracts are final and cannot be canceled. A supervisor at Premier has attempted to reach the customer several additional times and requested (in voicemail) their calls to be returned. ****** followed up with *** to obtain more information on the details of the claim and determined *** had done their due diligence with both their investigation/rationale and communications.

  Customer Answer

  Date: 08/12/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I haven't received no calls from anyone on 

  ************ also no voicemails on this

  number. 
  Regards,
  
  ****************

• Initial Complaint

  Date:06/03/2022

  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.

  Discussions to purchase a 26 box truck began on 3/14/2022. I release to the ****** associate, *******************, all documentation that was requested to include a non-refundable deposit of $500 on 3/16/2022. I was also approved for financing of the vehicle through Premier Financing. I upheld my obligations within the agreement. I received a phone call on 4/5/2022 stating that the truck could not be located, although ******************* had stated that he previously talked to the owner of the vehicle. I received another phone call from **** stating the vehicle had been found but the owner did not want to give the truck back to ******. The 3rd phone call from ****, he stated that the truck had been found and it was burned. The truck was never in ******'s possession, however, **** knowing lied in order to obtain a sale on a non-existent vehicle. **** delayed for almost a month to deliver this information to me. Premier Financing stated that additional documentation was needed, but the associate ******************* would not provide the information and was suddenly diagnosed with COVID-19 after several attempted phone calls and voice messages that I left. I finally received a response back from ***** on May 18, a little over 3 months after the deposit was made and paperwork finalized, saying that he had COVID and now the financial company did not want to financially back my purchase. I am requesting my $500 deposit for an inconvenience and delay in obtaining the vehicle due to the associates obligations clearly not being met. I could have conducted business with other lenders, however, after asking to be patient with the process, I waited. I have requested my deposit 3 times already and I still have not received a response for not fulfilling their obligations as a business per each contract. It is not my fault that these associates lied and stole my $500.

  Business Response

  Date: 06/29/2022

  We received an email from the customer on 6/3/2022 stating the dissatisfaction and wanting the $500.00 deposit ****** collected from the customer returned. I called and spoke with the customer on 6/7/2022, letting the customer know that I would follow up with ****** regarding the refund of the $500.00 deposit and make sure that someone from ****** call the customer back promptly. During the call with the customer, we were able to resolve any of the issues that were with Premier. I asked the customer to let me know if they did not hear back from ****** by the end of the business day on 6/7/2022. Customer notified be via email that she did not hear back from ******. I spoke with a manager from ****** on 6/8/2022 and confirmed that ****** would be refunding the ****** deposit back to the customer and that this manager would be calling the customer the same day. The customer confirmed that the manager called and addressed her concerns/questions and confirmed that ****** would be refunding the deposit back to the customer since the situation was not their fault.