Complaints

This profile includes complaints for Premier Coach's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Premier Coach

  3053 Los Feliz Dr Thousand Oaks, CA 91362-3412

  
• 

  Premier Coach

  852 Via Alondra Camarillo, CA 93012

  

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:08/02/2023

  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.

  Dear Better Business Bureau,
  I am writing to file a formal complaint against Premier Coach Auto Collision, an automotive service provider, regarding the poor quality of workmanship and an unsettling issue concerning the mileage on my vehicle. The details of my service experience are as follows:
  
  Company Name: Premier Coach Auto Collision Address: **** *** ***** *** Thousand Oaks, CA 91362
  Phone: ###-###-####
  Contact: L**** ******
  Email: *******@premiercoachautocollision.com
  Service Date: 06/19/2023
  Vehicle: BMW (6-speed manual transmission)
  
  Despite my vehicle being under warranty, the service provided by Premier Coach Auto Collision has been far from satisfactory, failing to meet the acceptable standards agreed upon during our previous discussions. I am deeply dissatisfied with the outcome and wish to address the following concerns:
  
  Poor Workmanship: The paint applied to my vehicle does not match the original color and bears noticeable flaws, including bumper misalignment and scratches on the bottom. These issues highlight the subpar workmanship involved in the service, confirming our shared assessment of poor workmanship.
  
  Full Refund of $117.98: Considering the unsatisfactory outcome and the need for additional corrective measures, I expect a full refund of the amount paid for the service.
  Compensation for Inconvenience: In light of the inconvenience and distress caused by these issues, I request Priemer Coach to provide compensation in the form of a full gas tank, scratch removal/touch-up, and a complete detail as a goodwill gesture.
  
  Unsettling Mileage Discrepancy and Potential Transmission Damage: Throughout the service period, I discovered my BMW had accumulated a total of 11 miles. When I questioned them about the discrepancy, they claimed they had parked my vehicle two miles away on a couple of occasions due to overflow; however, this explanation only accounts for a maximum of four miles. The significant discrepancy raises serious concerns about unauthorized vehicle usage, casting doubt on the integrity of the service provided.
  
  Moreover, the unauthorized joy ride brings into question what may have occurred during those additional seven miles. As a high-performance vehicle with a 6-speed manual transmission, my BMW's transmission and other critical components require specialized care and maintenance. Considering the nature of the discrepancy and the possibility of reckless driving or improper handling, I am deeply worried about potential damage to my BMW's manual transmission and other essential systems.
  
  In light of these issues, I demand the following actions to rectify the situation and restore my confidence in Premier Coach Auto Collision:
  
  Cover the Cost for Independent Inspection of My BMW's Manual Transmission: Given the mileage discrepancy and potential unauthorized usage, I request that Premier Coach Auto Collision covers the cost for an immediate and thorough inspection of my BMW's 6-speed manual transmission and all other relevant components. This inspection must be conducted by a certified BMW specialist of my choice or a reputable mechanic experienced in handling manual transmissions. The detailed report of the findings must be provided directly to me, ensuring transparency and accuracy in the assessment.
  
  Comprehensive Repair and Compensation: If any damage is identified due to the unauthorized joy ride, I demand that Premier Coach Auto Collision takes full responsibility for the repairs. Additionally, I request fair compensation for the potential decrease in my BMW's value due to the incident.
  
  Assurance of Non-Reoccurrence: To prevent similar incidents in the future, I expect Premier Coach Auto Collision to implement stringent measures and protocols to ensure that unauthorized vehicle usage never happens again. This should include enhanced security measures for customer vehicles and strict consequences for any employee engaged in such activities.

  

  Business Response

  Date: 08/09/2023

  See below the 2x previously offered options we sent to the client regarding the complaints that we were made aware of. At this time both offers have been declined by him and he did not want to move forward with either option.
  
  Proposal 1) We all agree to warranty the work on the front bumper cover, again, now, or any time you choose. You are concerned with the intensity of the metallic flakes, and we can accommodate addressing them at any time.
  In this proposal we get you a rental car, again, for the length of the warranty work, and we will give you $20 for gas. Since we needed to drive the car roughly 11 - 12 miles while it was here, and will probably need to do so again. 22 - 24 miles is roughly 1 gallon of gas, and $20 for 1 gallon is more than fair.
  
  Proposal 2) Premier Coach will give you $800.00 as a lump sum to settle this issue once and for all. You keep the vehicle, as is. This $800.00 is a number we came to based on what we feel is fair for this situation. It included reimbursing you your $500.00 deductible on the original repair. $118.00 for the paint materials you paid on the last warranty repair. $75.00 for gas & an additional $107 for additional vehicle detail work. 

  **** 

  In regards to the BMW inspection regarding his transmission / mechanical concerns we would also be willing to entertain that by having the local Rusnak BMW dealership do this inspection performed by their certified BMW technicians. 

  Please let us know if anything further is needed by us in this regards. 

  Thanks, 

  L**** ******

   

   

  Customer Answer

  Date: 08/10/2023

  
  
  
  
  Complaint: 20408765
  
  
  
  I am writing to formally reject the response I received from Premier Coach regarding my previous complaint. Despite affording multiple opportunities to rectify the situation, Premier Coach's efforts have consistently failed to meet my expectations.

  
  My primary concern centers around the unauthorized usage of my vehicle, wherein eleven miles were added without obtaining my explicit authorization or consent. Unfortunately, Premier Coach has not provided compelling evidence or reasoning to substantiate this mileage, perplexing me about its purpose and necessity.
  Additionally, it is essential to reiterate that I did not grant permission for my vehicle to be stored in Premier Coach's overflow lot. The lack of open communication and transparency surrounding this decision has led to damages that I am currently addressing. These damages could have been entirely avoided had Premier Coach handled the situation more responsibly.

  
  I firmly request the submission of concrete evidence that supports the necessity of adding the mileage mentioned above to my vehicle. This evidence is crucial to determining whether unauthorized usage, such as joyriding, took place and to gain a clearer understanding of the actual circumstances. At this juncture, I am resolute in pursuing a comprehensive resolution.

  This resolution must encompass the following elements:

  
  Compensation for Damages: Given the costs incurred due to Premier Coach's actions, I expect appropriate compensation to cover the expenses associated with rectifying the issues.
  Clear Explanation: I require a comprehensive and detailed explanation of the decisions and events that transpired. This clarification is essential to understanding the sequence of events and Premier Coach's role.
  Sincere Apology: An earnest apology for the inconvenience, frustration, and distress I have experienced due to this situation. Acknowledging these issues and expressing genuine remorse is crucial to achieving a resolution.
  I firmly believe that an amicable resolution is attainable. Therefore, I invite Premier Coach to engage in meaningful dialogue to address these matters promptly and effectively.
  
  Please treat this matter with the seriousness it deserves and take appropriate steps to ensure a satisfactory resolution. Your prompt attention to this issue is greatly appreciated.
  
  

  
  
  
  Regards,
  
  
  
  D***** ********