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Business Profile

Auto Warranty Services

Premier Auto Protect

Complaints

Customer Complaints Summary

  • 67 total complaints in the last 3 years.
  • 37 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:07/25/2025

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am submitting this formal complaint regarding the mishandling of my recent motorcycle repair claim with Premier Auto Protect. On Wednesday, May 28, 2025, I purchased an insurance policy from Premier Auto Protect and paid a $110 premium after a thorough conversation with the Premier Auto Protect sales representative. I was explicitly assured that all mechanical issues would be covered immediately, starting the day the policy was activated, with no exclusions for mileage-related issues. It was based on this clear assurance that I agreed to purchase the policy.When I submitted a claim for a necessary repair, your company denied it, citing Exclusion #** any failure or claim caused by a condition that existed prior to the purchase of this contract. Additionally, you referenced a clause stating that coverage is void if the odometer has stopped, been altered, or misrepresents the actual mileage.This justification is factually incorrect and misleading. A certified motorcycle mechanic confirmed that there is no way to determine whether the issue was pre-existing. Furthermore, while the odometer cover is broken, it is a digital odometer that cannot be manually altered or tampered with, and it has always accurately reflected the vehicles mileage. There has been no misrepresentation of the motorcycles condition or mileage on my part.Rather than investigate the claim or provide a fair process, Premier Auto Protect canceled my policy and refunded two months of premiums. This appears to be an attempt to avoid fulfilling your contractual obligations and may constitute deceptive and unethical business practices.I am requesting an immediate re-evaluation of the denied claim, reinstatement of my policy, and a formal written explanation of your decision. If this matter is not resolved promptly, I will escalate my complaint to the appropriate consumer protection agencies and insurance regulatory bodies.

    Business Response

    Date: 07/28/2025

    Hello ** *******,

     

    We appreciate you leaving this complaint more than you know. 

     

    So lets start from the beginning - You made a payment to start this plan on 05/27/2025 and it was finalized on 05/28/2025.  Yes the coverage did start immediately as you mentioned in your complaint. 

    On 6/11/2025 your shop submitted a claim on your motorcycles behalf.  Upon receiving the work order your shop employee by the name of ******* ****** sent it over with the date of when the issue first started 05/21/2025 and if there are any warranty companies for the bike marked as no - You can see that on the attachment included. 

     

    This is a clear situation of your bike being broken and looking to purchase a warranty to cover something that was already broken - which no company would cover and it is actually considered insurance fraud. If you feel the need to escalate this matter please just be aware of your actions and how that can play out for you as well. 

     

    We are here to assist customers when their vehicles or bikes have issues during our coverage not ones that happen before and opt to try and get it covered after the fact. 

     

    We did also process the refund for the one payment made of $110.00. 

     

    We wish you and your bike all the best. 

     

    THIS COMPLAINT IS CLOSED , CUSTOMER'S POLICY IS VOIDED - PAYMENT IS REFUNDED AND CUSTOMER ATTEMPTED INSURANCE FRAUD 

     

  • Initial Complaint

    Date:06/25/2025

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a extended warranty from Premier Auto Protect . contract Id ************. I purchased it a few months ago and i have only put approximately 3000 miles on it since then. They require you use a *** certified repair shop. I have it at a *** certified garage and when the mechanic contacted the warranty people they were told they would only pay for used parts. Their ad says they use oem parts but used parts arent *** certified. The repair shop wont put in used parts because it goes against there ASE warranty. I have contacted Premier and they say that they only pay for like kind and quality and compatible parts. I was never told about the used parts only because i would never have purchased the warranty. I was told all i would have to pay a ****** deductable . I feel they misrepresented the warranty. The bill is for a transfer case and a drive shaft with labor the bill is ******* and the warranty will only pay *******. I need my car fixed . If they dont pay for entire bill minus 100. deductable i want my premiums back as i will never get to use it . i would prefer to have my car fixed.

    Business Response

    Date: 06/26/2025

    Hello ,

     

    According to the claims: 

     

    The claim was submitted and processed yesterday. The customer reported a popping noise and the right front (RF) wheels locking up. The issue was confirmed to be internal to the transfer case.
    The claim was approved based on sourcing a used transfer case from LKQ, which comes with a 12-month/12,000-mile warranty and is readily available.RF is quoting a brand-new unit from the ***** dealership, and they are a private repair shop.
    The total amount approved for the claim is attached.

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

     

    So your claim was submitted , processed and approved in one day per the guidelines of the policy.

     

     

    Customer Answer

    Date: 06/26/2025

    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]

    They aren't even including the drive shaft. Also the part isn't from a dealer, it's from a business that deals with transfer cases. I can't get my car fixed anywhere because they require an ASE certified and they won't put in used parts because it will cause them to lose their certification.

    :)

    :)

    :)

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


    Sincerely,

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




     

    Business Response

    Date: 06/30/2025

    Hello 

     

    you have multiple policies with us and thus far claims has been able to assist you with the repairs needed.

     

    this claim was approved as per the policy guidelines.  you are more than welcomed to reach out to the admin who ajudicates the claims and see if they can assist.

     

    you are also able to take it to another shop- of course we are not saying to do so but ask claims if that's a possibility.  

     

    this complaint is closed as there was an approval for this customers claim.

  • Initial Complaint

    Date:05/29/2025

    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 bought a service contract with Premier auto protect on 09/04/2024 , tire and wheel protection agreement# **************On 05/21 /2025 I brought my vehicle to a dealer for TPMS light was on my car ---I told the that i pass by a construction site probably I pick up a nail. I believe this company called HEADSTAR WARRANTY GROUP , they handle all the claims for PRMIER AUTO PROTECT .Head start warranty group denied my claim saying that I literally dove over a construction site.which I don't work on a construction site , I never drove over a construction site .so I was sold a policy when ever I needed i can not submit a claim because they found any excuse not to cover. I called them they said can not change their decision.after that happened I called to cancel my policy PREMIER , and request my money back they had said we can not give your money back.would like to know how BBB is calculating A+ RATING when all I see are negative reviews about taking their money for ROAD HAZZARD WARRANTY and they denying the costumers with ROAD HAZZARD CALIMS.

    Business Response

    Date: 06/01/2025

    Hello

     

    Thank you for reaching out , from your complaint it should answer your question about that coverage, 

     

    Here are the notes from claims:

     

    The claim was called in on 5/21/2025 with a concern that the tire warning light came on after driving through a construction site.
    After reviewing the contract terms, we confirmed that failures resulting from construction zones or roads not regularly maintained are excluded from coverage. The customer did escalate the matter, but the denial was upheld.

     

     

     

    So due to how it happened it was not coverable.

     

    Thank you 

  • Initial Complaint

    Date:05/22/2025

    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 like a lot of people bought the premier warranty. I brought my car in for repairs about the third week in April. They approved the repair. The problem is they werent gonna pay for a day or two later. So I paid out-of-pocket on the agreement that they would reimburse me. Today is 23 May I still not have a check. I called them today and said they sent the check out April 30 and then they gave me the ** story of. Oops Im sorry we mailed to the wrong address What a bunch of clowns they had no other address but my real address. This is now another attempt for them to avoid payment. So Im a lawyer with a big law firm and Im going to be suing them for a breach of contract because this ******** about mailing to another address is just that its avoiding the payment. DO NOT DO BUSINESS with this firm. People look at all the complaints about how they do not pay. Take heed in these complaints that they do not pay or they do not get back to you at a timely manner. Im also complaining to the attorney general in their state.

    Customer Answer

    Date: 05/23/2025

    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.  I got a call from  them explaining the mix up of my name being a mix up with another person of same name. The representative assured me of an over night check to me and apologized greatly. He was very professional and even gave me his info for any future claims I have to notify him personally   This I thought was really GREAT customer service  thank you so much  if I could delete my comment I would   


    Sincerely,

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



     


  • Initial Complaint

    Date:05/17/2025

    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.
    My car broke down Jan *******. It has taken this company 4 months to resolve my car getting fixed. The only reason it finally got finished is because I started calling them every day to finalize the job. I want a refund for charges incurred for Feb, March and April. My mechanic had the job complete and my car just sat for months waiting for this company to communicate they could start the job and finish then get it inspected. This job should have only taken no more than 2 weeks. They drug it out just to get more of my money

    Business Response

    Date: 06/20/2025

    This claim involved several complications. It was initially filed on January 13, 2025, but the contract had not yet been funded at that time. The vehicle had only accumulated 611 miles since the contract was purchased. Despite this, we proceeded in good faith and dispatched an inspector to assess the reported issues. However, no failures could be verified during the inspection. Following this, there was minimal communication from the repair shop, and the claim was subsequently rejected.

    A second claim for the same issue was submitted on March 25, 2025. At that point, the contract was still not funded; funding was eventually confirmed on April 14, 2025. While proof of failure was sufficient in this instance, the cost of repairs exceeded the vehicles Actual Cash Value (ACV). As a result, we issued an approval for the amount equivalent to the ACV.

    Throughout the process, the repair shop was uncooperative and provided limited assistance. Nonetheless, the repairs were completed and payment was made on May 15, 2025.

    Customer Answer

    Date: 06/26/2025

    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:they did nothing but delay the process to get the car fixed. I literally had to call them every day to see what the hold up was. After the job was complete it took them 6 weeks to send payment to the repair shop. Since then, I have tried to cancel my policy multiple times but they have yet to do so and call me every day wanting payment even though I have told them to cancel my policy. 

     

     

     

     

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


    Sincerely,

    *** *****




     

    Customer Answer

    Date: 07/03/2025

    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:

    Even if they have finally sent payment 6 weeks later, it does not resolve my initial complaint of how long it took to get my vehicle fixed. I had to get multiple car rentals during this time frame. I have also asked them to cancel my policy which they have yet to do and are calling me at least every other day for payment. They are also trying to run my card on file which has cause several insufficient fund fees. So between the insufficient fund fees and the car rentals I have spent over a thousand dollars. Who's going to reimburse me for that? So no, I am no satisfied at all

     

     

     

     

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


    Sincerely,

    *** *****




     

    Business Response

    Date: 07/14/2025

    Your payment was sent as discussed previously. 

     

    If you no longer wish to keep the plan and we are calling you for payment , you could have simply picked up the phone and asked to cancel and it would have been done. 

     

    Regardless at this point your claim was paid and you policy was cancelled due to non payment.

     

    THIS COMPLAINT IS CLOSED , PAYMENT WAS MADE FOR CLAIM AND SHE IS NO LONGER A CUSTOMER 

  • Initial Complaint

    Date:05/15/2025

    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.
    **** ALERT! They deceived us from the day I spoke to your sales **** *** ***** when he said, if it is not listed under the Except Schedule then its covered bumper to bumper, and that processing a claim would take 1 - 2 days. Also, ******* in claims, did not reply to any requests for information or followup and even told me the one time we spoke on the phone that, you will be pleased with our services. Then they realized that theyd have to honor the contract so, they drug it out for 3 weeks to design a case that would deny the valid claim. SCAMMERS!!

    Business Response

    Date: 05/15/2025

    Hey ***** ,

    We thank you for this complaint , if this is the correct customer we are responding too since we cant find your name in our system.

    Your vehicle did receive the highest level of coverage in the industry . We welcome you to look for any other company that would be able to offer it because due to the age and mileage no other company would be able too.

    Regarding your issue - The denial was a part preexisting condition, and part non covered component. 1st us and any other company do not cover preexisting conditions ( which is also insurance fraud) 2nd the part you requested for not covered - which falls under maintenance which again no company covers.
    By looking at your reviews of other companies on ****** you can see a common trend for how you review companies, unfortunately some people are just not satisfied in general.

    We are sorry we couldn't get your preexisting condition covered.

    Your plan is still active so if you wish to change that please call us

    We wish you and your vehicle well

    Customer Answer

    Date: 05/15/2025

    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:

    We waited 30days/1000 mile waiting period. End of excuses! Why would anyone buy a used car and then be surprised that their extended warranty would deny covered bumper to bumper issues because the car was used? This is the scam! These companies need to go out of business for their long drawn out process of 3 weeks just to create any possible excuse to deny!!! And all the lies they told me when discussing the details of eligibility and bumper to bumper coverage with the sales person!! Scamming and providing false information is not business! Please put them on a list of Do Not Buy and shut them down. Thank you! 

     

    Sincerely,


    ***** ******




     
  • Initial Complaint

    Date:04/29/2025

    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 had taken my car in on 04/14/25 to my mechanic for an engine overheating light. He found that it was a defective water pump. He spoke to the claims **** on 04/14 and sent in an estimated work order. On 04/15 he sent in the actual pictures of the diagnostic procedure showing the failure. Did not hear anything back for days. I finally called Premier Auto on 04/17 to check on my status of the claim. He informed me that he was working on it as we spoke and both myself and my mechanic would have a decision within an hour or hour and a half. After that call dropped. Heard absolutely nothing from them. Called them 7 times on 04/22 because could not get through to anybody!!! Finally spoke to someone later that evening that told me the exact same thing! My 8th call was on 04/23, 9th call on 04/24, 10th call on 04/28. Last call (number 11) was today which is 04/29 and they told me the claim was denied because I told the mechanic to just go ahead and fix it since I knew they were gonna take their sweet time authorizing it and would keep just telling me I would have my decision within an hour of every call! How do they expect their customers to be without a car for that long?? Last claim took almost a month!! It should have absolutely no bearing on what I pay the mechanic I use for the job to get done as long as they pay what they approve on their end! It's not like they pay the mechanic! They reimburse the customer! I asked to speak to someone in management and they sent me to the same guy as last time ****! He answered my call with an attitude from the start then has the audacity to ask ME if I called just to fight? I said No, I'm calling to get what I actually paid for!! This company is horrible!! All I want is what they should've covered from the start. If it was them without a car that long, I'm sure they would expect a better outcome than what they are giving as a company!! Disgusted with their so called management and rude customer service.

    Customer Answer

    Date: 05/15/2025

    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:04/08/2025

    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.
    Inquired about a quote on my truck.Over a month I got texts from over 14 different numbers from Premier, calls every single day. Sometimes multiple times a day I would get ********* is it I'm getting all these calls from all these different numbers? They are relentless and it's almost borderline harrasment

    Business Response

    Date: 04/09/2025

    Hello

     

    1 - you inquired with us and engaged in conversation with our staff regarding the quote - as you can see with the attachments we uploaded. 

     

    2 - as you can see with what you uploaded we did not contact you twice on the same day it was different days .. most companies call 2-3 times a day.

     

    3- you never expressed to us that you did not want calls any longer up until yesterday which we took you off our list and you wrote this.

     

    there is no basis to this complaint as you mentioned borderline which was not even close to it.

     

    thank you

  • Initial Complaint

    Date:02/26/2025

    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 have had a pending claim with them for at least 3 weeks now. I have called them numerous times and have gotten the same response that the decision will be sent out that day or within the hour. The customer representatives end up having a horrible attitude after being confronted about their previous promises. I just want an answer about my claim!! It should not be this hard when they say Im talking to the managers etc.. and they either hang up on me or the call drops. Ridiculous company.

    Business Response

    Date: 03/19/2025

    Hello 

     

    we reached out to claims and they noted: 

     

    This customer had a reimbursement check issued for the amount of $2,513.55 back on March 3rd for her claim for an engine cooling fan assembly. I am unsure what her complaint is surrounding but this is her second paid claim. Her first, was for $328.23.

     

    So this complaint is closed due to the customer receiving the service twice .

     

    thank you 

    Customer Answer

    Date: 03/19/2025

    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,

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

    The check amount was $1271.78. I have received the check but as far as the company saying they dont know what my issue was. The process to actually attain that was the ISSUE!! No follow thru, no call backs from voicemails or emails, rude customer service, false promises. I will never use this company again! Glad this claim is over!

     

  • Initial Complaint

    Date:02/17/2025

    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.
    Signed up with premier author protect for an extended warranty when I went to go make my first claim after the 30 days and I also driven more than 1000 miles. They denied my claim. They stated that my claim was denied because the issue I was having was pre-existing prior to me signing up for the warranty. I had a camshaft and lifter that went out so theres no way I couldve driven my car 1000+ miles with a broken camshaft and lifter.When the issue happened. I took my vehicle into a dealership to get fixed. They identify the issue and premier auto protect denied me. Even though their contract that I signed on January 7 clearly states that to take affect you need 30 days of waiting here +1000 . I made my first claim on February 12, 2025 by just taking it into the dealership to have it diagnose and this is what Ive submitted for. I will be canceling my policy immediately and never using this company again and advise anyone to not use this company in the future. Also, their lackof customer service particularly and their adjusters and their customer service **** were very rude over the phone. I would like for this company to stand behind their contract and their word. This process has cost me time and money and the exact amount of $4500. This is by far the worst car extended warranty company out there.

    Business Response

    Date: 02/18/2025

    Hello ** **************** thank you for writing this complaint so we can educate all consumers and more importantly potential consumers of something we wouldnt be able to cover just like every company in the industry.

    We reached out to the claims department regarding your concerns over your repair request.

    You purchased your coverage on 01/07/2025 4 days into the coverage so 34 days after purchase you took the vehicle into the shop.

    The inspector's report was reviewed by the claims department. After  reviewing the findings it has been determined they will be denying the claim. These damages would have been in progress prior to the contract waiting period of 30 days 1000 miles.

    As you stated the policy does have a waiting period of 30 days and 1k miles and also clearly states they do not cover any pre existing conditions.

    Verified repair facility had vehicle torn down to point of failure. The cylinder five exhaust cam lobe and lifter roller have visible signs of damage. The roller is pitted and grooved. The camshaft lobe is also heavily pitted and damaged showing long term wear. The engine oil and coolant were drained prior to the inspection. No other failures were seen or demonstrated at the time of the inspection.
    We also attached photos of these visible signs of damage.

    Unfortunately our coverage is not here for those who have a pre existing condition and purchase the plan just to satisfy their needs with that issue. Many call that insurance fraud by trying to get something covered that was broken before it was purchased.

    THIS COMPLAINT IS CLOSED DUE TO THE CUSTOMERS CLEAR ISSUE BEFORE OBTAINING THE COVERAGE AS SEEN IN THE PHOTOS.

    We wish you and your vehicle well.

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