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:03/26/2025

  Type:Customer Service 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 called Spa Auto Sales to pay off my balance which was $1,069 (some change), I gave payment to them in full and yet on Credit Krama it says I owe $2,026. I called the office after giving it nearly a month the office lady stated their service has been down for 5 months and fresh have to fix 5 months worth of updates. If I the consumer was late for 5 months, let alone being late twice in 2024 they would have repoed my vehicle in an instant. I called back on 3/26/25 to get an update and was left with the exact same excuse. I asked to speak with the manager, but the last nerver proceeded to connect me to one. Also, as part as the contract said “was once I’ve reached paying off 75% I could upgrade and when that chance came around they said I have to make more payments because I was late twice in 2024 due to waiting to start with a new employee, but other that that I was on time all last year.

  Business Response

  Date: 03/26/2025

  In regards to my customer's complaint, first and foremost, it is with Premier Financial, Inc. and not Spa Auto Sales, Inc.  Spa sold her the car but the financing was done thru Premier Financial.  My customer did in fact pay her car off on 2-27-2025.  Our credit reporting is done thru our software provider, Dealer Socket (IDMS).  There has been an issue with a previous month's credit reporting not going thru their system as it was in processing status.  We contacted them numerous times to get this fixed and it was finally resolved the first of March.  We then have to submit each month thereafter and wait until they process that month before we can submit the next one.  We are now up to Feb. and waiting to get it approved.  We have done all we could do expedite the process but we are at their mercy as to how fast this can go.  Our reporting is a month in arrears, meaning Feb. is done in March, etc.  We report to TransUnion and they are aware of our situation.  This was all explained to her but obviously, this was not satisfactory to her.  As far as trading once the car was paid down 75%, there were stipulations for this and she did not meet them.  Again, this is between her and Premier Financial.  Spa Auto Sales had nothing to do with it so I ask that their name be taken off the complaint.

  Thank you,

  **** *******

  President

  Premier Financial, Inc

  501 623-6255

  Customer Answer

  Date: 03/26/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Spa Auto never called in reference to the system being credit software being down, not once and for their credit system to be down how were they approving anyone’s loans who purchased from there? The only response I received from her is that they were 5 months behind and never said anything relevant to how she described communicating to me. When I asked to speak with the owner she did not do so. This is not only impacting my credit but it is reflecting on my father’s as well because he co-signed. I personally can not go and apply for a new car because it is reflecting that it is not paid off, I actually was trying to shop for one and they ran my credit and asked why did I have an open loan. On top of that the only person I’ve ever called to make a payment was Spa Auto not premier financing, therefor I am rejecting this due to the fact they should have let their clients know if a system is down. 
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 03/31/2025

  I understand her complaint, but her not accepting my response is out of my control.  I told the story and how we are working to fix it.  Pulling credit was never an issue, just the reporting of current accounts. It is now fixed and we are working diligently to get caught up.  As far as calling her, I have 100's of accounts and it is not possible to call them all.  If she was trying to trade, she could have shown them the title to her car were the lien was released and the date it was released.  They could have even called us and we would have verified that she no longer owed us anything.  She should have known it is Premier Financial and not Spa Auto Sales.  She paid most payments with a card so her statement would show Premier Financial, her receipts from us show Premier Financial, and the title she has in her possession shows Premier Financial as the lienholder on the front.  I have done all I know to please her and nothing seems to help.  We are working on this issue and have 1 more month to go before it is up to date.

  Dana 

  Premier Financial.

• Initial Complaint

  Date:10/08/2024

  Type:Billing 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.

  In the month of June, my bank account was hacked and someone took $1,200.00 from my savings account. Despite changing the phone number and password associated with the account, money issues continued. In September, to solve the issue completely, I requested my banking personnel to help me figure out who was accessing my old account. Bank personnel looked at my transactional history and told me that $300.00 was being taken out of my account since June 2024 automatically and asked if I am associated financially with a company called Premier Financial. My response was "No" and I had not authorized any automatic payments. Bank personnel told me that an investigation would be launched and that the investigation would entail seeking evidence of authorization from myself for them to automatically withdraw money from my account. I was told that if the entity could prove that I authorized the payments, the investigation was to be dropped but if they could not prove that I was a client, the money would be returned. I agreed to the investigation. **** ******* received the investigative inquiry from my bank. Rather than simply providing proof that I am contractually obligated to make monthly payments, and that I authorized them, she returned multiple payments made and repossessed my vehicle without any notice. All of my payments were up-to-date - I have not defaulted on any. **** did not make use of the email provided to her for purposes of communication or to ask any questions of me. No message indicating the need for clarification was sent. She told me that she did not feel like dealing with the situation so she simply returned my money and repossessed the car. Among the personal items in my vehicle at the time of repossession were 450 dollars, cell phone equipment, important letters etc...Due to ****** laziness/inconsiderate acts, I have lost employment & $. All that was needed was proof of contract but she ignored my timely payments, returned 3 of them and took the car.

  Business Response

  Date: 10/17/2024

  In response to the complaint, many details are wrong and/or left out.  However, due to industry regulations and privacy laws, we are restricted as to what we can discuss unlike the complainant ("she") who can say whatever she wishes with no regard.  The complaint was filed against *** **** ****** ***.  In the complaint, she states her problem is with Premier Financial, Inc.  *** **** ****** *** has nothing to do with this matter.  In addition, Premier Financial has been in business for over 15 years.

  On 9-20-24 we received a notice from our payment processing company (not her bank as she stated) that she had disputed 3 of her monthly payments totaling $900 with our company.  They advised we could file the dispute forms, and the arbitration fees begin at $500.  They additionally advised that it is not required to continue this dispute, and we could pursue outside collection methods which is exactly what we did.  At that time, we called and left her a voicemail pertaining to these chargebacks.  We gave her 2 weeks to respond, and she never did.

  Of the 3 payments in question, she went online herself and made one of them, she called our office and our A/R clerk took one and she paid the other with the owner (we had left her a voicemail and sent her a text to call, when she finally did, she scolded us for not leaving a detailed message as to why we needed to talk to her and she ended up making the payment during her phone call.)  The disputed amount is also incorrect.  Considering her down payment and the payments made, the actual amount is less than stated.

  She purchased from us in Jan. 2024.  At point of sale the paperwork showed Premier Financial as the lienholder.  She made 4 payments before she disputed the next 3.  She also moved out of town 2 1/2 months after she purchased and failed to notify or update her information.

  Once the vehicle was picked up, we spoke with her on the phone and told her she was welcome to all her personal belongings in the vehicle, just bring us her keys.  The car is secured inside our building, and we are still waiting on her response.

  (See attached document.)

   

  Customer Answer

  Date: 10/17/2024

  I called *** **** ***** the day my car was taken from the Walmart parking lot to inquire if they had the capability to track my vehicle because I believed someone had stolen it due to leaving my windows down a bit because of the heat of the day. When I asked about tracking my car, I was transferred to **** ******* of *** **** ***** and she informed me that SHE repossessed my vehicle. When I asked why she would repossess my vehicle while I am completely up-to-date on my payments (I never missed one), she told me that she received an investigation from my bank. I explained to her that my bank was assisting me in an effort to figure out who had stolen $1,200.00 from my savings account as well as inquiring of unauthorized automatic payments that a bank representative told me was being deducted from my account from Premier Financial. **** informed me that Premier Financial is the company *** **** ***** uses to receive payments. I expressed to **** that since I always called *** **** ***** to make my payment over the phone, I did not recognize Premier Financial as being associated to me or *** **** *****. I told **** that I was unaware of this and that all she had to do was prove to my bank that I am a client and the investigation would have been dropped. She responded, "Well, its a long paperwork process when things like this happen and I just didn't feel like dealing with it so I returned your money and repossessed the car." Therefore, since ****, of *** **** ***** admitted to me that she herself returned my past payments and repossessed my car, I understood this to mean that she is also affiliated with Premier Financial because no representative from Premier Financial contacted me to inquire of the bank investigation nor did anyone cooperate with my bank to show that I was contractually obligated to pay them. I believe that Premier Financial and *** **** ***** is a "Double-Dipping" entity - the owner of one is also the owner of the other - but I am not sure. I received a letter from Premier Financial representative, ***** ********** on 10/15/24 (mailed to me on the 10th of October) and the address for Premier Financial is the same address as that of *** **** *****. Obviously, **** ******* has access / authority over both companies because she is the one who told me about the bank investigation as well as being the one who voluntarily returned my payments. I thought I had included both companies in my complaint when I filled out the form online as I understood **** to be in charge of both and was not sure which company holds more responsibility for not communicating to me any intent to repossess my vehicle. I also did not receive any communication informing me that my payments were going to be or had already been returned. I had already changed my old account due to it being compromised by a hacker who was stealing my money when the bank began their investigation and the returned payments were being held in the old account until the investigation process was completed. In short, it was **** *******, who is Vice-President of *** **** ***** that accessed information sent to Premier Financial from my bank, and it was **** ******* who returned my payments, and it was **** ******* who repossessed my car. Therefore, **** ******* of *** **** ***** is also Premier Financial.

  Customer Answer

  Date: 10/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 10/24/2024

  *** **** ****** ***. sold her the car.  Premier Financial, Inc. financed the vehicle.  Premier Financial, Inc. is the related finance company for *** **** ****** ***.