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Premier Auto Protect complaints

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405 Lexington Avenue 26th Floor #2621
New York, NY 10174 | Get Directions

(888) 501-0094

https://premierautoprotect.com...

Please Contact (888) 501-0094 for appointments and hours.

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Total Amount in Dispute:
$5,562.00

Total Amount Settled:
$0.00

Complaint Experience

33%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to some complaints. However, most complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

3 complaints against Premier Auto Protect closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

3 complaints against Premier Auto Protect

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10/9/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $87.00 Amount Settled: $0.00

Customer Complaint

9/12/2023

Consumer alleges: When I called to file a claim, I was not told about any procedures they required me to follow. I asked if I needed to complete a form, but I didn't receive anything. I never heard back from anyone after filing a claim and when my mechanic called to get approval for my repair, he never received a call back. I paid for the repair out of my own pocket. When I called to follow up, I was told my claim was denied. Why didn't anyone tell me anything? I want Premier to pay for my repair or give me a full refund of what I have paid them. Resolution Sought Pay for the repair or give me a full refund.

Company Response

9/14/2023

Hello Brenda, When you reached out to us on 9/1/23 we followed up with your claims administrator. We received this response from the claims: We reached out to this customer on Friday of last week. We made her aware that no claim was started/filed to date but we were looking to help her. We received the phone number for the repair facility and tried to contact them. They did not answer, we checked the call logs and had no record of the shop ever calling us to initiate a claim. We informed the customer of this, and she was going to attempt to get a hold of them herself. They were told that you already performed the work . We were informed that a supervisor from the claims did try to get back in contact with you but no answer or call back. Please reach out to them for assistance. Without an estimate or receipt for what was needed there will be no way to know. Thank you

Customer Rebuttal

9/27/2023

They lied - The advisor of LACDJR - Gabriel Curiel called Premier Auto Protect @888.501.0094 and was told somone would call him back on 8/21/2023. Well Friday, 8.25.23, no one returned his call so when he told me I was very upset and I called them. They transferred me to 888.361.9611 and the guy I spoke with said "Miss Brenda, I'm going to calm you down - No body told you to call this number to make a claim", and I answered no - so he said he was going to help me & file a claim. So we did, but I had to pay for the second time too, and on the 8.30.23, I had to have my car towed back to the shop. Gabriel Curiel called again and they didn't help me at that time. All I want from this company is my money back. I paid $87.64 for 6 months and on a fixed income.

7/30/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $1,075.00 Amount Settled: $0.00

Customer Complaint

7/14/2023

I signed up for warranty protection with Premier Auto Portect for my 2015 GMC truck on 10/12/2022. And on 7/9/2023 I filled a claim for the repair of my vehicles air-conditioned system. I took the vehicle to Xaviers Auto Center. 1845 Wakleing st Philadelphia PA 19124.. Premier Auto refused to meet the repair cost invoice. Resolution Sought I am hoping you can help me in refunding money from the beginning of signing of Premier Auto contact now and present

Company Response

7/17/2023

The claim was authorized, however the repair facility was asking almost double over MSRP. Asked 12.2 hours when it calls for 9.1. Compressor priced out at $1053.68 with MSRP being $ 595.15. Their requested was $4614.48 when we authorized the repair for MSRP at $2424.56. This shop should never be used again.

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