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:05/27/2025

  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.

  On or about March 9, 2025, a ****** Highlander, VIN ending in PS573378, was located at ***********************************************************************************, and repossessed by Extreme Adjusters. The vehicle owner, Mr. ***** *********, observed that damage had occurred to the propertys driveway during the course of the repossession.Following the repossession, Mr. ********* contacted ************************ to verify that the repossession was authorized. Upon confirmation, he contacted Prime to obtain instructions for recovering the vehicle after making payment to ******. The vehicle remained in the possession of Extreme Adjusters for a period of approximately 34 days.Upon retrieval, Mr. ********* noted that all personal property remained inside the vehicle. He was not permitted to enter the premises and instead waited outside the gated area during the vehicles return. Due to excessive dirt and sand covering the vehicle, a proper inspection could not be conducted at that time.On or about April 12, 2025, Mr. ********* had the vehicle washed at a touchless car wash located at ************************************. This facility uses only detergents and water, without any physical contact with the vehicles surface. Following the wash, Mr. ********* ****-dried the vehicle and discovered damage to the right front door, right rear bumper, and right rear quarter panel. Specifically, the right front door exhibited a dent with multiple scratches, the rear bumper had deep scratches, and the right rear quarter panel showed signs of abrasion that removed the paint down to the bare metal.

  Business Response

  Date: 06/10/2025

  We looked into the customer's complaint regarding vehicle damage and after a thorough review have determined that the customer's complaint was handled in accordance with our Complaint Handling Policy. The vehicle damages claimed were investigated by our ***************** which concluded that the claimed damages existed prior to the vehicle repossession and such damages were not consistent with the vehicle being repossessed.  On May 28, 2025, we provided the customer with a formal letter via email outlining our denial of the damage claims, and their lienholder was also provided a copy.

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23383691
  
  I am rejecting this response because:Specifically:
  
  
  Pre-existing vs. New Damage: The damage in question, particularly the dent on the passenger side doors and the scratch on the bumper, was not present prior to the recovery of the vehicle. I have submitted clear documentation, including time-stamped photographs taken shortly before the repossession, that show the vehicle in a different condition than indicated in the intake photos.
  Condition Report Discrepancies: The condition report provided by *********************** appears to conflict with independent documentation I have submitted. A thorough comparison between the two sets of images should reveal these inconsistencies.
  Chain of Custody and Handling: There is still a concern regarding how the vehicle was handled during transport. While dollies may have been used, the existence of damage not previously present raises questions about potential mishandling.
  
  
  
  
  Given these points, I respectfully request a re-evaluation of the claim, along with consideration of the additional evidence provided. If necessary, I am open to engaging a neutral third-party assessor to review the damages in order to reach a fair resolution.
  
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 06/25/2025

  Our claims team has been in communication with this customer and is being reinvestigated based on additional information provided by the customer.  Any further communication will be directed directly to the customer regarding this.  

  Customer Answer

  Date: 07/05/2025

  
  
  Subject: Response to Complaint ID ******** ******************
  Dear ******** *******,
  Thank you for your message regarding my complaint submitted on May 27, 2025 (Complaint ID: ********* against Primeritus Financial Services Inc. I have reviewed the companys formal response.
  At this time, I do not find the businesss response to be satisfactory. My concerns have not been fully addressed, and the resolution offered does not resolve the core issues outlined in my original complaint.
  I would like to continue with the complaint process and request that this matter remain open while we seek a fair and reasonable resolution. I am happy to provide additional documentation or clarification as needed.
  Thank you for your continued assistance.
  Sincerely,
  ***** *********

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted this against their location in CA, but realized it was actually the ** location.This company contracted out the towing of my vehicle on 11/29/23. This towing company drug my FWD vehicle from behind with the parking brake on and damaged my tires in the process. This left skid marks all the way out of my driveway. They also contracted out to an appointment only company with 1 star rating. When I was finally able to get my vehicle from the towing company on 12/5, I noted in my paperwork damaged to my tires due to the way they towed it out. I contacted my lender the next day to file a claim & was told I have to work with primeritus directly. Since then I have called them at least 4 times and left a message EVERY time and have not received a single call back. Every time I try to contact their claims department it says all representatives are assisting other callers but then just forwards you to a voicemail stating they will call you back as soon as possible. Here we are over a week later, no return call. I am now out almost $300 for the 2 tires that couldn't wait to be replaced, because of air pressure loss every time I drive. I'm having to put air in every trip and I have 3 kids that ride in this vehicle. I really needed 3 tires, but can't afford that right now. My front end vibrates so bad because of how this was towed out that I'll have to have them realigned and re-balanced as well. I was specifically told by a man at the towing company that they tow out using a dolly to one of their satellite lots and a rollback picks it up from there to take to their office site lot, which was over an hour away from me by the way. This means they drug my car from behind for who knows how long! I'm not sure if the CA office and the ** office are linked, but I realized by the phone number after the fact that this office is the one I've been trying to reach per my lender.

  Business Response

  Date: 01/03/2024

  Our claims department has been trying reach out to the customer to initiate a claim. They were able to speak with the customer on 1/2/2024 in which our claims process was explained.  The customer provided her email address and our claims instructions have been emailed to the customer.

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21006085
  
  I am rejecting this response because:

  I received one voicemail from them, weeks after calling repeatedly. I did get to speak with them finally, but they call from a ***** number, not the 888 number I have for them. Their claim process was explained to me and I will be sending the information, but the conversation I had with them this week was only the 2nd time theyd reached out to me unless they called other teams and did not leave a voicemail. I called them back after the initial voicemail and had to leave yet another voicemail. This claim should have been started way before now! 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My truck was repossessed and this is the company that was hired to have it towed away and stored somewhere. I still have all my belongings inside the truck. I am working with my bank to pay what I owe this week to get my truck back. I would like to know where my truck is and if it is safe. I want my belongings to be right where I left them. I keep trying to call these Premeritus people and I just get told to continue to hold for the next representative. But no one ever answers. They have not made contact with me about the repo or anything. Very unprofessional. I need this issue resolved TODAY. I need them to get into contact with me. I need to know where they took my truck and belongings. I will be paying what I owe to the bank and these people are not going to get away with keeping my truck and my stuff. Please do something about this.

  Business Response

  Date: 08/07/2023

  Primeritus found no evidence to support the customers statement that she called our office repeatedly without success.  Our records indicate the following:
  Customer called at 7:32 AM on 7/31/2023 and spoke to a CSR who provided ******************* name and phone number and was advised that their lender had not sent the redemption release yet.

  
  One of our complaint representatives reached out to the customer on 8/2/2023 and left a voice message providing the customer with a direct line to the complaint representative.

  
  Per account notes, the customer has called several times in regarding a redemption release from her lender which we had not received. 
  On the morning of 8/7/2023, the customer called in regarding the redemption release, the account was checked, and it was determined that the lender had now provided the redemption release, so customer was advised to contact repossession agent to obtain her vehicle.

• Initial Complaint

  Date:11/22/2022

  Type:Delivery 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 had my car repo and it was repo about 4 days ago and several items was in my vehicle including a pistol and several other personal items and I have been contacting this company and I am still unable to get in contact with this company yet no one has answered the phone and I also sent a message and I am still unable to get in contact with this company yet and they have my personal items no has yet to contact me yet and they have my personal items.

  Business Response

  Date: 11/28/2022

  Primeritus can assist this customer in getting in contact with the local company. We attempted to call the customer to assist but their voicemail is full. We also sent the customer an e-mail with a request that they call us.