Complaints

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

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  Premier Auto Center

  1355 W Wetmore Rd Tucson, AZ 85705-1462

  
• 

  Premier Auto Center

  2210 E. Ft. Lowell Sun, AZ 85719

  

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:04/17/2025

  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.

  I got my car June 2022 driving off the lot I had problems.. I fixed radiator 1st week .. I tried to give the car back they wouldnt take it guy who sold it to me doesnt work there anymore. Its now 2025 & Im still having issues with my vehicle even ignition switch problems I was on the ************ car completely shut off.. I have made 11thousand$ towards this ************* has been paid off.. I am stuck with a lemon car! & have been! I have no idea where too turn or who too go too! I am trying to get emails I have sent & recordings I have from speaking with the managers here at this place. My waranty was ended 2 weeks into me reciving my car.

  

  Business Response

  Date: 04/18/2025

  To  whom it may concern;

  I left a message and sent an email to Jasmine to call me back.  I will be happy to see what we can do to help.  I'm not sure why we had such poor communication with her, so I will address that w/my team.

   

  Thanks!

  ***** Means

• Initial Complaint

  Date:03/31/2025

  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.

  I was taken to Premier Auto by a friend that bought his truck at the one in **** ******. After I found the car I liked, we informed ****** about my friend, and they said they would send him a $100 referral check. After I test drove my car, I noticed that it has a key battery low, so they did replace that before I got my car. Well it took 9 months for my friend to get his referral check, after dozens of texts and phone calls!! As for the key fob, I have to replace the battery every 2 weeks, I have tried and tried to advise that something is wrong with the fob and has been since i purchased the car. I even asked since I had to go through so much trying to get my friend his check, the lease they could do is replace my key fob because they are expensive. I was advised by a ***, that she will look into it and get back with me. Never happened, AGAIN!! I feel that since that fob has something wrong the first day I purchased my car, they should replace it.

  

  Business Response

  Date: 04/06/2025

  Sorry it took so long to get the referral. Someone on our team dropped the ball. I will look into that and ensure our process is working. Thanks for the heads up 

  

  Business Response

  Date: 04/09/2025

  Hello Sherry-I don't see anywhere in our system that there was an is*** with the Fob until now.  I do see about the referral check is***, which has been resolved, but nothing with the key fob. 

   

  Key Fobs are usually not a covered component-due to the fact that when we sold it and went through inspection it worked fine. The fob could've been dropped or got wet, got too hot etc.  Needless to say, we want to look at the situation a little more in depth.  Our ASE Certified Service Director will be calling you for a free diagnosis, his name is George.   

  Customer Answer

  Date: 04/09/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23138911, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  

  As long as they follow through with what they say. 
  
  Regards,
  
  
  
  Sherry Andersen
  
  
  
   
  

• Initial Complaint

  Date:03/10/2025

  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.

  Dear Better Business Bureau,
  
  I am writing to express my disappointment and frustration with the service I received from premier auto center in Tucson, Arizona. On March 3, 2025, I purchased a used vehicle from this dealership, but unfortunately, the experience has been marred by recurring issues.
  
  Despite multiple repairs, the vehicle's catalytic converter has failed repeatedly, with the most recent incident occurring shortly after the previous repair. I have reason to believe that the dealership may not have properly addressed the underlying issues or provided adequate repairs.
  
  Furthermore, I was shocked to discover that the salesperson who sold me the vehicle was no longer employed by the dealership the very next day. When I brought my concerns to the dealership's attention, they informed me that there was nothing they could do, as the loan was financed through a bank and the vehicle was now the bank's property.
  
  However, when I contacted the bank, they explained that the loan documents had not been finalized and processed yet. As a result, the vehicle's ownership had not been transferred to the bank, and it remains the dealership's responsibility.
  
  I find the dealership's attempt to shift the responsibility to the bank misleading and unacceptable. As a consumer, I expect a certain level of transparency, quality, and service, which premier auto centrr has failed to provide.
  
  I hope that the BBB can assist me in resolving this matter and holding the dealership accountable for their actions.
  
  Sincerely,
  Mirna"

  

  Business Response

  Date: 03/16/2025

  We have fixed the issue and customer is satisfied 

• Initial Complaint

  Date:09/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 15 2024 I went to trade my vehicle in and qualified for financing. I was showed a 2019 Nissan Frontier before test driving it the dealership went to put gas the check engine light came on. They took it to the service department said it was a minor issue and would be taken care of. The salesman whose name is Stephen told me that I needed to sign the loan papers so that I could secure the loan. When I came back to pick up the truck the emissions still needed to be done they asked if if I wanted to take care of it . I said yes within 5 minutes of leaving the check engine light came on again. I notified them and they said to bring it back asap . I wasn't able to until the following week. The service department diagnosed it and said to bring it back in a few days so that they could arrange a loaner. I brought it back on August 27 2024. Communication with the whole business has been poor. I can never get a call back in a timely manner . On the September 25 my friend was driving the vehicle and was pulled over and the loaner car was towed police said it had no paperwork to prove it wasn't stolen. I was told by Tyler Lewin he would get me into another loaner asap I just recently was told by Ramon from the service department on Ina that my truck had been misdiagnosed that it needs a new engine cause it has metal shavings in the oil. I have been calling and told that someone would call me back asap and it has only been once that I received a call back in a prompt time. I am stressed out and overwhelmed. I am missing work I feel as if I was bamboozled to sign the paperwork and I never test drove.

  

  Business Response

  Date: 10/05/2024

  We are almost done with the vehicle. That was a fluke so nothing we can do. Gave customer a loaner car and it got impounded in the reservation and it was pigged out. Cost us over $1000 to get it out.

  Customer Answer

  Date: 10/08/2024

  The car you gave me didn't have any paperwork to say that it was a loaner car. I informed you that it was impounded the next morning. I don't know why it took so long to get out. Now it's a 1000$ when I talked to Tyler he told me 800$. Regardless I have lost a job due to this " fluke" It has been a big inconvenience to say the least I'm still without a car and I have been struggling to find another job. So your fluke has changed my life in many ways 

• Initial Complaint

  Date:05/20/2024

  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.

  On 12/11/2023 someone went into premier auto in Tucson Arizona and tried to get a vehicle in my name! i ended up getting an alert for 5 different inquiries on my credit report from different banks including in house premier auto, i called the location to find out what was goin on and the manager said there was someone with the same name as me so the computer ran my information instead of the the right information by mistake. he also told me that they would get their lawyers to get it off my credit in 1 month because it knocked my score down enough to interfere with me buying a house and some other stuff. it has not come off my credit so i ended up filing a police report that told me someone and their husband actually tried to come in the store location and use my information to purchase a vehicle, the manager kept all of this information from me at the time of the call which is definitely unprofessional and against the law! I am currently trying to get in contact with corporate to let them know and to file a claim….,

  

  Business Response

  Date: 05/20/2024

  We spoke to him and are working on it. Our records show that we didn’t pull his credit 

  Customer Answer

  Date: 05/26/2024

  I have Proof on a screenshot of my credit report with the 5 inquiries on it including DLRMKT/PREMIER AU MANAGEMENT. 12/11/2023  i just can’t upload it to the BBB at this time because I have to convert it from jpeg to a file that they allow! I would like to file a claim and get compensation for this matter because it has caused me a lot of pain and suffering, I have tried to go about this the right way but next will be legal action if I am not allowed to contact the right people within the company!

• Initial Complaint

  Date:03/23/2024

  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.

  On 2/22/23, I gave $1000 down payment on a purchase of a vehicle. I didn’t drive the car home because it wasn’t ready it needed to be cleaned and windshield replaced. Once home I realized that it was not what I wanted and felted that I had been pressured to purchase. Early next day I called the dealership and explained what I was feeling and told them I would wait to purchase a car I really wanted. The salesman was sincere and apologetic and agreed that I shouldn’t have buyers remorse. I spoke to finance and was told it would take several business days to see the $1000 refund. As of today 3/22/23. No refund and they are giving me the run around. Wellsfargo checked for me on various occasions and they also informed me that no refund has been credited to my account. They suggested that I file a dispute and did. They will be conducting an investigation also.

  

  Business Response

  Date: 03/23/2024

  The BIG part that ******* left out, was she cancelled her card. We tried to reimburse and it wasn’t there. Cutting a check Monday. There was no need to write to BBB. Please delete this frivoulus complaint. 

• Initial Complaint

  Date:01/02/2024

  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 name is Felicia Cota and I am an agent for Primerica and I recently enrolled my father Trinidad Cota Jr in the legal program for a couple things. First, so I can help him get his WILL in place. He does not know anything about the phone or any electronic devices to be able to do any online stuff.
  Second, my father and my uncle (his brother) Raymond Cota were coerced and taken advantage of and I feel as though we can try to take care of an auto contract matter due to elder abuse.
  
  My father did walk into a car dealership in Tucson, AZ possibly looking to get a used car to get around but very inexpensive. My father has never in his life financed a vehicle nor he did not know how the process worked. The salesman talked him into a vehicle that was way over any limit that he could afford. He only gets a little over $900 in social security and also has rent and other expenses. They let him walk out with a car that was over $400/month and insurance would have taken him well over $500 leaving less than $400 to pay everything else. This should have never happened. The salesman then called my fathers brother, Raymond Cota and asked him to sign some paperwork and had lied to him stating that they just needed his insurance information. They took paperwork to his job and literally had him sign in less than 5 minutes not explaining anything to him. Raymond was going through a kidney removal due to having cancer and he was under Dr care and medications during this time. Raymond already had a car payment himself and worked less hours barely struggling to pay his own bills due to hospital visits. The car dealership should have never let the car off the lot. My father does not even know how to set up ACH or even what it means.
  The car was taken and obviously repossessed and it was sold at auction leaving Trinidad and Raymond owing almost $9000. Attached is the contract and I am trying to get legal guardianship to help my father as well.
  We would like to submit a letter to the dealership stating they want the remaining balance squashed.
  
  Thank You,
  
  ** **** ** ******* **** ***** ****** ** ************ *********************** ******** **** ** ** ** ****** *** *** ***** ****** ** ************ ** *** **** ** *** *** ** ** ***** ** *** ***** *** 

  

  Business Response

  Date: 01/03/2024

  To whom it may concern, we are truly sorry for the repo that occurred with your father and uncle.  It's never our intention to put a customer in a situation where they cannot afford a vehicle.  Premier Auto is NOT the ones who make the decision on "Who can afford what", we find a bank for the customer.  At that point,  the Bank says "Yay or Nay".  Then we present to the customer and the customer will say "Yay or Nay".  In both instances, The Bank and the Customer said "Yay".  Unfortunately in the State of Az, it is a legal binding contract that the Cota's entered between Capitol One auto finance.  Premier Auto has nothing to do with it after that.  (Other than try and keep customers happy with service or possibly future sales.)  We document EVERY single call in our system when a customer calls in.  Since date of purchase, July 1st of 2022 we have not heard a single word from the Cota's on them having difficulty with the payment.  We may have had a different opportunity at that point after the sale.  ? 

  We have sold 10's of thousands of cars over the years and unfortunately and when difficult financial times happen, people start pointing fingers at the Dealerships, department stores, grocery stores etc, that they charge too much or that they were coerced.  We train our Finance and Sales staff very thoroughly to make sure each customer knows what they are signing up for.  I would bet that the full story is not being told.  We don't have a crystal ball to see what's going to happen with the economy or how people's lives change financially.  Repo's and foreclosures are at an all time high nationwide.  We hate that!   We would've hoped the vehicle serves the purpose that Mr. Cota came in for and he is able to get around in a nicer, newer car.  

   

  Best Regards,

  Premier Auto

• Initial Complaint

  Date:12/23/2023

  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.

  Purchased a vehicle from Premier Auto, Tucson AZ on 3 May 2023. My daughter Georgann Torres was told she would need a co-signer. I went to be her co-signer. After 4 to 5 hours waiting to sign papers, we were under the impression that Georgann would be the buyer and I would be the co-signer. She was also told that after 6 months she would be able to refinance the car as long as she paid on time. The finance person had her sign first as buyer and I signed second as co-signer. The car broke down on 15 Nov 2023 and was taken to the local Ford dealer for repairs. After reviewing the extended warranty contract, we discovered that I had actually signed as buyer and Georgann signed as co-signer. With my credit score being very near 800, I should not need a co-signer, nor should I be paying 19.94 percent interest. I just purchased another vehicle with my husband and we are only paying 8.7 percent interest. I request you review this contract to see if there is any way we can have this contract adjusted or voided. My daughter and I feel we have been victim of a classic Bait and Switch scheme.

  

  Business Response

  Date: 12/23/2023

  Sorry you feel that way !  Co-signer and Co-Buyer are inter changeable Words. The bank usually likes to see the person with the higher credit score go first - but at the end of the day, if the loan gets paid good, you both get the same good credit. On the flip side, if the loan gets paid bad, you both equally get bad credit. 
  

  As far as the rate goes and her needing a co-signer / co-buyer, that was the rates and terms the banks wanted at that time. They change weekly!  We would not have asked for another person on the loan if the bank didn’t need it. 
  

  As far as refinancing after 6 months, we have seen many people do that - but the current market at the current time dictates that. I’ve seen people refinance 2-3 months later. Anything is possible. 

   

  Not sure if you talked to anybody at the dealership before you ran to the BBB website, our computer system that logs every phone call or email and there are no notes.  If you have any questions, feel free to call the Store Manager, Tyler Lewin.  He will be happy to help  

   

  Customer Answer

  Date: 01/04/2024

  We went into the office and spoke with a young lady who offered no help at all.  Again, with my credit score I could have purchased the vehicle myself and I'm sure my interest rate would have been much less than the 19+ percent we are paying by using my daughter's credit score.

  

  Business Response

  Date: 01/04/2024

  We train our Finance people to go over the contract with each customer while in finance.  This was done with these customers.  We've had some people NOT sign because they felt the interest rate was too high.  Or, they realize the Co-buyer needs a car and needs help on the loan.  Then go refinance it when the co-buyer that needed the help, was strong enough with their credit to take the other person off.  When you signed the papers, you had the ability to call off the deal or ask us if we could do it in your name only.  That didn't happen. I truly wish we were of more help to resolve, but this issue could've been prevented by the customer, not Premier Auto.  Our team is diligently trained to see these issues ahead of time to avoid this.

   

  Best regards,

  Premier Auto

• Initial Complaint

  Date:12/11/2023

  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.

  To Whom this may concern:
  
  I, Neffitirria Ward, am writing to inform you that I will be terminate my sales of contract with ARIVO Acceptance on November 3, 2023 because Premier Auto Center dealership committed auto fraud, they sold me a car that cannot fulfill its duties and made promises about the gap insurance. On August 26,2023, my son Devante Ward and my mother Angela Mitchell went into Premier Auto Center. My son Devante Ward was looking to purchase a new vehicle for himself. Devante called while I was work at Bread smith stating he did not get approve to purchase a car. Sale person, Anthony from Premier got on the phone and asked me to submitted my information to see if I will get approve. I told Anthony over the phone I just purchased a new car two weeks ago. He said let’s see if it will go through. I passed the information on over the phone. Devante called me and Anthony got on the phone and said I got approved for the car that Devante wanted. On August 26,2023, Anthony from Premier Auto Center came to my house between 9 to 10pm to have me signed the sale of contract. I asked Anthony about getting gap insurance. Athony applied to me that he will look into it. He wrote on the original contract that he needs to get the ac check due to air not blowing out right and he wrote gap insurance on the contract and circle it. On August 28, 2023, Anthony and I spoke servals time he wanting to get the vehicle to my house while I was working at Carpet one. When arriving home on August 28, 2023 I noticed Anthony did not leave me a copy of my contract. I decided to give him time to get back with me. Since time has passed by and I did not hear back from Anthony the sale person I started to make phone calls. On September 11,2023 @ 9:53am I call Anthony cell phone ************ to check on my requests. He did not answer his phone nor called me back. I called his cell phone 321-368-5732 again on September 11, 2023 @ 4:23pm and again he did not answer nor called me back. On September 13,2023 I called the store number ************ @ 5:16pm to tried to reach Anthony about my requested. Once again unsuccessful. At this point I am fully frustrated because no one will call me back. I called again on September 15, 2023 @ 2:23, September 21, 2023 @ 3:54pm, September 21, 2023 @ 3:55pm and October 04, 2023 @ 6pm, but still unsuccessful to get someone to called me back. On October 6, 2023 my son was driving the car I purchased from Premier Auto Center. The coolant light came on and off. He took the car to Auto Zone to get coolant. The sale person at Auto Zone looked at his coolant and said there is some gooey stuff in your coolant. He told my son his coolant will need to be flush. On October 9, 2023, my son took his car to Premier Auto Center service department to get coolant flush. Per my son, Devante Ward, Jason whom worked at the service department told my son that he is over the mileage for warranty and HE HAS A BLOWN HEAD GASKET. Jason, also told my son that his engine could have blown up on him. Devante used this car to take his little brothers to and from school. Premier Auto Center had put my family and myself in a life danger situation. Note we only had the car from August 28, 2023 to October 9, 2023. I could tell my son; Devante Ward was upset so I had to leave work early to picked my son and his girlfriend from Priemer service department. I made a trip to speak to the store manager at Priemer Auto Center face to face. When I got to Premier Auto Center on Wetmore rd. I was direct to Tyler whom is the store manager. He put me, my son and his girlfriend into a room to discuss the car. I told Tyler what the service department said about the car, I don’t have copy of my signed contact and what is going on with gap insurances. Tyler said let me looked into it. When Tyler came back, he printed me a copy of the contract but it was 6 pages only. He said the financial company wanted me to put 1000 dollars down but since I did not have 1000 dollars, they wavier the gap insurance. NOTE, Anthony and I never had a conversation of putting money down nor waving gap insurance. Anthony came to my home he delivered me false information about gap insurance to have me signed the sale of contract. I asked Tyler to see the original contract and he said he did not have it. He said my son had 70,894 miles on the car and the warranty stated 3,000 miles or 3 months. I told Tyler we only had the car for 41 days so that is less than 3 months and how can a head gasket blow out on 41 days purchased. I told Tyler the car never gave any warning signs; the engine light did not come on nor any of the dashboard warning lights came on. The car never showed any signs of overheating, no smoking etc. Note: How can we take a car in during our warranty period time if the car dashboard shows no warning. If a car dashboard does not work then you sold me a defective, malfunction car. Tyler said he will help us out about the head gasket. He will have the service department order parts to get it fixed. He said service department will keep in touch with me. I left Premier on October 9, 2023. I made several calls to Premier service department to check on the car. They kept moving the date from when they will have the car fixed. As of November 3, 2023, I called the service department to see if car is fixed and Jason from the service department sated, he left me a message on my phone on 11/02. Note: I checked my message no message from him. He said “I have bad news the car keeps overheating and Priemer said they did all they can do.” Note: service department had the car from October 9, 2023 to November 03,2023, almost a month to work on it. I told Jason I am not picking up a defective car and I am going to file a complaint in with the Attorney General. As you can clearly see I am single female that’s a victim of Auto Fraud. Premier fail to do a full inspection on the vehicle I purchased. On an implied warranty the vehicle is supposed to perform for a while. It is my right to expect the vehicle to fulfilled its purpose.
  
  Conclusion: Premier Auto Center sold me a car that’s impossible to live up to its performance. Anthony from Premier mislead me to believing he was going to look into gap insurance while I was signing the sales of contract at my house.
  I have enclosed witness names and phone number whom rode or drove the car; also, I have enclosed proof of me my call list showing proof of me calling premier auto center trying to get in touch of someone.

  

  Business Response

  Date: 12/11/2023

  We give a complimentary, 3 month 3000 mile warranty with every purchase, whichever comes first.  The wards mileage on the original paperwork is 64999.  A few pages down, the mileage shows 70894.  That's 5895 miles total or 1895 miles over the allotted mileage.   The Wards were not in a position to purchase an Extended warranty by cash or credit card so the only warranty they had, was the free warranty we provided.  Somebody drove the vehicle past the point of overheating to blow the engine. They were out of warranty so it wouldn't be Premier's issue at that point.  We've offered them a very aggressive discount on installing a new engine, to which they declined. 

  It's never our intent to deceive a customer--we sell thousands and thousands of vehicles per year.  Our reputation means something!  But in this case, they were out of warranty and if they were in warranty the claim probably would've been declined due to misuse of not pulling over immediately instead, they drove it to the point that the engine gave out.  

   

  

  Business Response

  Date: 12/12/2023

  Cliff Brown from our Premier Auto Service on Oracle spoke to her around 2:45 pm on 12/11/23.  The engine was retailed at $15k, Cliff offered to do it for $11k.

  Customer Answer

  Date: 12/12/2023

  Fact: Premier had the car since 10/09/23. Per Premier on 12/11/23 Clifford told me the cost was 15,000 and offer a 11,000.00 discount. CAN PREMIER ANSWER WHY DID A MONTH GO THAT NO ONE CONTACT MRS. WARD?  Fact # 1 I had to called Premier. They did not contact me. If I never would have call them would they have contact me.  WHY DID A  MONTH TO GO BY? When I  called Premier on 12/11/23 I left a message with Lorraine she said she will have someone calle me back and yes I spoke to Clifford  on phone number 520-838-0110. When I spoke to Clifford he was getting details on what happen. I asked him i want to know what parts did they order and labor did they do when they told me they were going to fixed the car on 10/09/23 .I told him about my gap insurance that the saleperson lie about. He said he had to speak to Tyler and Jason and will get back with me. When we spoke  again, he told me what they siad they did to the car and that he  spoke to his manager and they said they did all they can do. He did said the engine cost $15,000 but never offer a discount.SIDE NOTE:   My sales of contract  total aroumd $40,000. How is paying $11,000 an aggressive discount? I told him I am going to go after them for auto fraud and there is such a  warranty called implied warranty. Meaning they were supposed to sell me a car that supposed to do what it is supposed to do . They sold me a car that had problems from the beginning. AC did not working that was documnnt on the contract. How are you going to have a car on the lot with problems . I still  need proof who spoke with me on extended warranty. Where is the original contract paperwork?

• Initial Complaint

  Date:12/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It is a long story. Can I have a call back at 5204200808 I tried to explain my situation on here and the character letters exceeded so i'd rather speak to someone or maybe I can email my situation. I would greatly appreciate it.

  

  Business Response

  Date: 12/08/2023

  Spoke with her -all good