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Business Profile

Used Car Dealers

Premium Autos, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Used Car Dealers.

Complaints

This profile includes complaints for Premium Autos, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Premium Autos, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 22 total complaints in the last 3 years.
    • 8 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/24/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 purchased a 2020 Tesla Model S with this dealership back on March 22, 2024. I live in the state of **, but it appears they registered the vehicle in **********. I am attempting to register this vehicle in the State of *******, but it appears I cant because no Titles is available. Even my Lien Holder Ally, doesnt have the title. I have contacted the dealership every other day and they have been giving me the run around with no one returning my phone calls. I believe it is illegal to sell a vehicle without the Title at hand and if something isnt done I will have to go through other measures to cancel this contract.

      Business Response

      Date: 04/30/2024

      Your vehicles registration was completed and mailed to your address on file, proof of registration is attached.If you have any questions please call us at **************.

    • Initial Complaint

      Date:12/26/2023

      Type:Product Issues
      Status:
      Resolved
      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 car was purchased 12/16. At the time of purchase they provided a forged car fax. They did not disclose severe collisions the car was in.

      Business Response

      Date: 01/11/2024

      The claim that Premium Autos misrepresented the Vehicles condition at the time of the sale has no merit. In connection with the purchase of the Vehicle from Premium, you a signed the Used Vehicle Damage Disclosure and Carfax Report, Indicating the vehicles history report. Disclosure which provides that the Vehicle suffered previous collision/body damage and structural damage. Lastly,  you  also signed the Buyers Guide which provides that the Premium Autos sold the Vehicle AS-IS. As such, Premium Autos complied with all disclosures duties as required by law.  Premium stands ready to take further corrective action should a legitimate claim exist. If you have any additional information about the transaction showing palpable wrongdoing on the part of Premium, please provide it to our office. 

    • Initial Complaint

      Date:12/05/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 bought a car from this business on November 22, 2023. I was told by the financial company westlake not to drive the car until they redo the contract with the dealer. This happened to se on a Friday. Monday I called about it and I was told to bring back the car because they would not redo it. I was told I would get my down payment back but when I returned it they shorted me *******. I have contacted them and left messages no returned phone call or money put back in my account. I know the laws and I know my rights. Because ******** wanted the contact redone and the dealer told me to return the car I am not understanding where the manger thinks he can make up his own rules not not return what belongs to me. I didnt give anyone a problem returning what was theres back to them so I expect the same. I have the resources to take this as far as I have to and that is going to be my next step if I dont the rest of it prompty. Oh and one more thing ****** the the e documents where electronically signed by someone other then myself and sent to westlake is fraud. It was created and time stamped and emailed to me all at the same time. .

      Business Response

      Date: 12/12/2023

       

      Down payment was refunded. Please contact us for anymore questions. 

    • Initial Complaint

      Date:11/28/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      Hello I bought a car with premium autos on 10/31/2023 I signed all the paperwork and took the ************** A week later ****** the salesman had me called *********** for an interview So I did called *********** They took all my information and finished my interview Two days later, he called me and told me that the loan didnt go through After a few days that I try to get another loan, I couldnt not get it so, I return the van, but ****** told me since I was returning the van he was going to keep $500 out of my down payment I told him that I wasnt returning it because I didnt want it, but because the loan didnt go through He disrespectfully blame me for everything and took $500 out of my $1600 down payment Ive talked to a few dealers and a few loan managers, and this is not legal He was very rude and disrespectful about the whole situation and kept lying about his boss showing up to sign a check for me to go home. He kept me there from 10 in the morning all the way till five. and only gave me $1100 back.I need help. On getting my money back.Please and thank you

      Business Response

      Date: 12/11/2023

      Hi,

      Please call us or vist our location to process your refund. 

      Customer Answer

      Date: 12/14/2023

       I am rejecting this response because 

       

      the message says to call or show up, I called and I was given a manager. I do not remember her name, but she had no idea what was going on and she told me that it will take a week for an investigation. Who am I supposed to talk to about getting my refund? 

      Customer Answer

      Date: 12/26/2023

      Company has not resolved the issue 

      nobody has contacted me 

      Customer Answer

      Date: 01/08/2024

       I am rejecting this response because:

      Still no response from dealer 

      Business Response

      Date: 01/09/2024

      Hi please call us at 
      **************

      Customer Answer

      Date: 01/09/2024

       I am rejecting this response because:

      I am not sure what games this dealer is playing!

      I called again, I was on hold for over half hour 

      ***** answered the phone and she was not aware of whats going on, she took down my information, a few minutes later ***** called shes a manager and she also doesnt know whats going on 

      what is the name of the person am supposed to talk to? 

       

    • Initial Complaint

      Date:10/09/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 ***************************, and I recently purchased the ******* Navigator Black Label 2019 Model from Premium Autos dealership last August 14. I have some concerns regarding my purchase.Firstly, the price amount listed was Php ******, but I was charged Php ****** instead. When I inquired about this discrepancy with **** (the sales representative who assisted me), he explained that an additional $2000 was added for the *** due to ********'s requirement. However, I also noticed a separate charge of $550 for the ***. This has left me confused, as it seems that two ***************** were carried out. It does not make logical sense to have two *** devices installed.Secondly, I was charged $1490 for paint protection in which I did not agree, aside from the fact that I could also not find any mention of the company in the contract that would carry this out. Furthermore, I have sent multiple messages to **** regarding a lot of issues including the warranty I purchased, but I have not received any response. This includes inquiries about the surface protection products, ************, *********** warranty, and *** information. It is crucial for me to have this information for my records and peace of mind. I sent them letter to so that they can clarify the issue but it was returned to me for the address was not found which is very fishy to me.Thank you for your attention to this matter. I look forward to your prompt response.

      Business Response

      Date: 10/10/2023

      Hello,

      Both copies of the Warranty and Surface protection were emailed to ***************************, if she did not receive them she can come vist the dealership and we can provide her copies. Vehicle was priced at $45,999, proof of advertisement is attached. 

      Customer Answer

      Date: 10/12/2023

       I am rejecting this response because:
      1) Car Gurus advertised it for
       2) USD ******, They charged me for 45,999.

      3) GPS Fee of 550 but they cannot give the details nor the receipt.

      4) After buying the car last August,  they only sent me the copy of warranties 2 days ago but information still incomplete.

      Business Response

      Date: 10/12/2023

      Hello,

      Cargurs is a third party website, we don't control their pricing, all copies of documents were given to you at the time of sale and emailed over to you, please call us or vist the Norco location so we can help you. 

      Customer Answer

      Date: 10/12/2023

       I am rejecting this response because:
      Concerns regarding pricing and *** information

      Thank you for your prompt response. I appreciate your explanation regarding ******** being a third-party website, but I would like to clarify some points to ensure a better understanding of the situation.
       
      Cargurus is an advertising platform, and it is the SELLER who determines and inputs the price. I was also under the impression, based on the information provided by your agent during the confirmation process, that the price listed on Cargurus was accurate. In fact, I was able to spoke to him before heading to your showroom because I am 2 hours away from Premium Autos and I dont want to waste my time. So its imperative for me to ask the price.Therefore, it came as a surprise to me when I noticed a significant price increase after the addition of *** to the car. 
      The reason your agent **** told me is the *** installed in the car. I had raised concerns about being charged twice for the ***, and I was informed that specific *** information could not be provided. This lack of information has left me with unanswered questions and has contributed to my confusion regarding the overall pricing.

      I kindly request a more detailed explanation regarding this matter, as it seems to have had a considerable impact on the total amount, which now stands at USD ****** plus an additional USD 550.

      To date you cannot even provide me *** information. I have screenshots of exchanges of my convo with ****. No information nor explanation provided.




    • Initial Complaint

      Date:10/06/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Bought a car from them. Since, I've had to return (1 hour drive) a few times to get paperwork (plates, warranty cancellation) because they don't do what was agreed upon and they don't return calls.

      Business Response

      Date: 10/10/2023

      Your *** Cancellation request has been fully processed already. We received the refund check on the 22nd of September. The check has been processed by us, and we have issued a corresponding check to you as well. You should receive your refund within **** business days.

    • Initial Complaint

      Date:01/30/2023

      Type:Customer Service Issues
      Status:
      Unresolved
      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 purchased a vehicle from this dealership but my credit union told me to return the vehicle because this is not a franchise dealership. So I did, but before that, as with any new vehicle, the valet button on the Tesla vehicle got activated and my tools got trapped in the frunk. When I returned the vehicle I let the agents know and they said they would have to contact Tesla to get the previous owners information to access the frunk. I have called multiple times to get someone to resolve this issue for me, but it seems no one wants to help me. An agent named ****** even said this whole thing was 100% my fault, and therefore, my tools were being kept hostage. I even drafted and sent an email tot he general **, and till this day he has not returned the email or a call. I just want to get my tools and be done with this long and horrible experience, but no one seems to want to help. Can you please help!

      Business Response

      Date: 01/31/2023

      Hello,

      Please call us at  or email ************************* to better assist you. 

      Customer Answer

      Date: 02/21/2023

       I am rejecting this response because:


      Hello, 

      I am writing to let you know that I am not happy with the resolution.  Premium Autos response to call or email was useless.  I called the number several times leaving messages to be contacted back and no one returned my calls.  I also drove to the dealership to speak to somebody and I spoke to the General Manager, who never returned my calls, and he knew very well what tools I was talking about.  He told me the vehicle had already been sold and if I wanted the tools back, I would need to contact the seller to get them back from them.  I proceeded to call the local Sheriffs office to get an officer on site to file a report.  The officer was nice enough to go into the dealership and ask if they could return my tools.  The officer came back letting me know it would be best if I filed a small claims claim.  He mentioned that he's had several run ins with this dealership which leads me to believe that this place doesn't have the best business practices.  While I was there, there was a family who had purchased a vehicle from this dealership but their extended warranty was not being honored at the shop they took their vehicle to.  Its sad to see these types of businesses screw over hard working families.  I don't think there is anything else for me to do, besides report these unethical practices and write a negative review on their webpage and hopefully, people don't fall in their traps.

      Thank you, 

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

    • Initial Complaint

      Date:12/29/2022

      Type:Order Issues
      Status:
      Unresolved
      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 is my 2nd complaint filed against this dealership from our transaction that took place on 10/08/2022.
      In our contract there was a charge for $1,599 for "anti-theft", we were told we could cancel this product at any time, but to get 100% of a refund you have to cancel within 30 days. Of course we drove down there on the 30th day to cancel because what they call "Anti-Theft" is just a sticker on certain items and if they are stolen, and these items can be tracked if they are logged into a specific system. Which honestly is pointless, it is just a way the dealership can make almost $1600 off the buyers. However, we drove down there signed the agreement cancellation form and Gabriel signed on behalf of the dealership. Gabriel said they will send this off first thing on Monday and it can take up to 30 days, because the company who handles the "Anti-theft" will inform them, once the cancellation agreement is received , what to refund the customer, because the dealership holds the funds, then the dealership will send the refund to the finance company. I called the anti theft company "Smart Auto Care" on 12/28/2022, the dealership never sent the cancellation agreement to them. So now I have had to email a copy of the cancellation agreement to Smart Auto Care , that they will then send the refund to the dealership, then the dealership will send the refund to the finance company.

      After many calls to the dealership before I had to call Smart Auto Care, I have never received a returned phone call or I will always get a voicemail, or they have their 3rd party answering company take a message.

      This is the second issue we have had with this dealership breeching contract. There is no accountability and not one person does their job correctly.

      Business Response

      Date: 01/05/2023

      Hi, please contact as at ###-###-#### or visit our location in Norco to assist you further. 

      Customer Answer

      Date: 01/05/2023

       I am rejecting this response because:
      I have called the number provided to get this issue resolved, once again, no one either answers, or  you leave a voicemail with no return call. This is not a resolution to my issue.

    • Initial Complaint

      Date:10/29/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      November 3, 2021 I bought a Chevrolet Camaro 2012 ss at premium autos. The airbag is malfunctioned. The camaro has a history of 2 accidents per car-fax report. The airbag was never properly fixed. I brought the car back within 3 days of signed purchase. I stated I found several things wrong with the vehicle and wanted them fixed. After picking up vehicle during closing hours I noticed nothing was fixed. Several calls were made to schedule fixes, but representatives made several excuses in order not to fix the airbag system on purpose including stating it was sold as is.

      Business Response

      Date: 11/03/2022

      Hi please call us ********** or vist our location from 10-7pm to resolve this repair for you. 

    • Initial Complaint

      Date:10/28/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 purchased a vehicle on October 8, 2022 , was given a "Due Bill" under "work to be performed" "Premium Auto's will repair center display" and it states this has to be completed within 30 days.
      As of today 10/28/2022 there has not been a returned phone call resolving this issue. I have talked to 2 different people, 3 separate times with the same outcome "let me do some research and I will call you back", with no returned call.
      Bottom line is that the center display has to be fixed, this company needs to uphold their signed contract.

      Business Response

      Date: 11/03/2022

      Hi Please call us ********** or visit our location from 10-7pm and we can resolve this repair for you. 

    Premium Autos, Inc. is NOT a BBB Accredited Business.

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