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:12/09/2023

  Type:Product 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.

  Business grossly price-gouged. Charged $1,124.49 for a Cummins 5.9L fuel tranfer pump, pump costs less than $100. new. Charged outrageous labor of $1254. to install said pump. Charged outrageous $501.27 for a Cummins 5.9L alternator, widely available for $200. or less, and charged a further shameful $1254. (not a duplicate of the amount above, not an error, an additional $1254., above the other $1254.), which is horrendous price gouging, on top of the already horribly inflated parts prices. ******** brought this all to the attention of the owner/manager, who brought out a red labor book, and said that his mechanic could charge "book rates" based on 6 hours of labor to install the alternator, and another 6 hours to install the fuel transfer pump - I checked on that mechanic, myself, and I know for a fact that he spent less than 3 hours total on the entire job. He (the owner) refused any price correction.Furthermore, when I stayed at the business property, while the vehicle was being serviced, the owner knowingly let at least one other vehicle in (behind a locked business gate that only he could give access to) whose occupants conducted illegal electronic surveillance, violating my expectation of privacy, and subjecting me to harm and ridicule. I think other people should know that in addition to ripping customers off, the owner is a spy and a peeping ***. I'd like the prices adjusted to reasonable amounts, a refund of the difference, and an apology. I don't ever want him to spy on customers again, he has every right to have business and property cameras for security, but that's not what I'm referring to or complaining about here, and he **** well knows it. I think this owner has the greed and ******** to steal the brass ***** off a brass monkey.

  

  Business Response

  Date: 12/11/2023

  I know that when you are traveling and in need of repair of what is essentially your home, things can be frustrating. First in response to the parts and labor charges, the parts that we provide as a Cummins authorized service center come direct from Cummins, There may absolutely be some second hand, remanufactured parts that are less expensive than what was installed by the **** We do not utilize any of the companies, most of which are located oversees, because of either design or manufacture flaws that don't allow them to operate as well as the original equipment, Also the lack of warranty if there is an issue.  We do use the labor guide as a guide, but **s are custom made from the manufacture and there are always things that the chassis manufacture, and the builder of the ** do different that makes access difficult at times and install times vary from ** to **. Furthermore, before any parts were ordered or any work had begun, we sat down with you and gave you the total for all the repairs and you gave your approval and repairs were started. At no time did the price deviate from the approved amount we gave you before you started. We do that so there are no "surprises" at the time of check out. We do however appreciate that maintaining an ** is not inexpensive and do understand that the unforeseen expenditures that happen while you are traveling are sometimes difficult to absorb. Second, as to the "Electronic Surveillance", we are not exactly sure what that means.We do have several security cameras across the property that do video record to protect the company and our customers. There is a second company that leases a building from us, and they have employees that do have access to the secured gate, upon reviewing the cameras during the time you were on our property, a service we provide at no charge to traveling customers so they don't have to find a hotel while they are being serviced, we did not see an activity of any "surveillance" of any kind.

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20982174
  
  I am rejecting this response because: 

  
  Previously, during repairs I spent several days with the business owner, and at the time, we discussed the bill excesses thoroughly, and he wouldn't budge, he had no intention of giving a fair price.
  
  Also, it wasn't included in my report, for clarity's sake, but a car dolly was also vandalized, and a critical cotterpin was removed and taken away, so as to disable it (I searched the area, it didn't just fall down or come out) - all under the watchful eyes of his 34 camera security system.
  
  Nobody needs my permission to give a refund.  While I was there, in the customer waiting room, within the business office, I heard a series of apparently hostile conversations, alternating between argumentative and plaintively wheedling, with that owner trying to extricate himself from proper business responsibility to several of Premier RV's patrons.  
  
  I wish no such absurd interaction, and respectfully reassert my reasonable request for an appropriate adjustment to fair-market rates.  
  
  I've stated clearly that if talking would have solved the issue, it wouldn't have been necessary to make this complaint, which I did reluctantly, in the first place.
  
  He has tried to call, but I feel he's more interested in either making more excuses to me, or falsely claiming that I am non-responsive. 
  
  I have not received any refund.  
  
  This email response may be used to facilitate the BBB intermediation and resolution process.
  
  Sincerely, 
  
  ******************************;
  Jan-3-2024
  

  
  

   
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 01/25/2024

  Most of those types of trailers normally use a ******, or hinge pin that locks the coupler during travel.  ******************** would have had to remove that to unhook his trailer.  Our drop off agreement that all customer sign, to include ******************** clearly states that any accessories, i.e. wheel chocks, hitch pins etc. be taken by the customer and not left with the unit or outside as we cannot be responsible for them.  Furthermore, had ******************* let us know that at the time he left with his unit it was an issue we would have happily replaced that pin for him, or had ******************** responded to one of our several phone calls and let us know he was missing the pin, and not 5 months later we would have maybe been able to resolve his issue with the hitch pin.

  Customer Answer

  Date: 04/11/2024

  April 11th, 2024
  
  
  Final response:
  
  
  "Premier ** violated my privacy and price-gouged me by thousands of dollars with no adjustment or refund.  If 'talking' would have resolved this, it wouldn't have been necessary to file the complaint.  I am appreciative of the BBB's role in trying to facilitate a meaningful resolution, particularly the information about Colorado's Attorney General's Office.  
  
  
  The lengths to which Premier has gone to be recalicitrant in this matter and to avoid fair dealing are astounding. 
  
  
  As I initially expressed, paying, in one example, over $1200 in labor just to change an alternator, is gross price-gouging, and anybody but a swine would have already adjusted that.  
  
  
  As I said, when I told reliable people what happened to the ** in **************** and how much it cost, they were astonished - they, as I, literally could not comprehend the prices.  
  
  
  Premier ** has financially wiped me out, and I am still dealing with the fallout from those transactions, so, once again, I call upon them to issue a fair refund.
  
  
  Cordially,
  
  
  *********************************."

• Initial Complaint

  Date:10/27/2022

  Type:Product 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.

  Needed frame and window replaced on fifth wheel in June 22. On Sept. 1 2022 was called that work was completed and ready for pickup. Upon full payment I checked and found that only one piece of glass was replaced into the old frame. I paid $ ******* for frame which was never installed. After this fact i was told the frame was damaged during shipment and new frame is on its way. Now i am still waiting for the new frame two months after the fact. When i inquire all they say is it is on its way. I asked for shippers name and a tracking number which they refuse to give me. I have been calling weekly and asked for a refund which is being refused. I wrote a letter to the owner which i am told is recovering from a coma. I have been waiting for a result in for two months now. The manager ***** is never available to me. I am willing to pay for the glass which they had installed however want a refund die the free that i never received

  

  Business Response

  Date: 10/31/2022

  Customer brought unit in to have damaged rear window replaced.  They had a timeline that had to be met because they had a trip planned.  When the window showed up from the vendor it was damaged in transit.  We were able to take parts from the original window and the damaged one that and get a window in there unit so they could take their trip while we waited on a replacement window to arrive.  Due to employee shortages across the country it took 10 weeks for the original window to show up, we asked for a second one to be expedited and they did have only one available to send us.  That one showed up damaged worse then the first one.  We have ordered a third window but due expect a long delay in arrival due to the workforce shortages.  We are checking on the new window weekly and will install it as soon as the new one arrives and it is quality checked for damage.  We realize this is frustrating for end consumers waiting on vendors and parts but we are doing everything we can to assist this customer.  We have spoken with the customer again on Friday and they have explained that they are not using there rv for the rest of the winter and have offered to transport the unit to us to replace the window when it arrives or do it on site if weather permits.  The customer was agreeable to these terms and understands that we cannot speed this part of the process up.  We additionally provided the customer with our manufactures phone number to follow up on their own. We will make them priority one to replace the window as soon as it arrives.

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18315926
  
  I am rejecting this response because:

  We spoke to the supplier which informed us that ***** rejected the window however has not provided the supplier with photos of the damage to the window during shipping. Supplier assured me that there is no wiindow being shipped nor will the supplier ship another window. The only way the supplier is willing to ******* this pute is by providing a refund. The second window was rejected o October 3rd whoever we have been told there has been a window shipped out and it has to go through multiple shipping companies and that is the reason why ***** could not give us a tracking number. Which turns out to be one big lie knowing no window is being shipped. We are willing to pay a reasonable amount for the glass that has been installed however we have paid for a window and frame in full which we never received even though we were told it has been installed and ready to go. The story was not corrected until we questioned glass being in the frame. At this point we want a refund of the Uninstaller frame and window due to the fact that we are being lied to continuesly.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/09/2022

  Since original response we have reached out again to the ********* explaining we have been working with the manufacture to investigate this situation. I have attached a picture of the damaged window and email that was submitted upon replacement window arriving damaged on October 3rd. We confirmed there was a miss communication,and the window is still being manufactured and will not be delivered until mid to end of December. We have also provided the ********* the order number for the 3rd window. Again we will make them priority one to replace the window as soon as it arrives.

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18315926
  
  I am rejecting this response because

  Upon receiving an order number I reached out by phone to ***** and requested to be provided the contact information of th3 manufacturer and supplier.  ***** agreed to provide me that info by end of the next business day which was 11.4.22. We are still waiting for that call and information. Due to the fact of the continuous issue of not doing what promise we are no longer willing to take *****'s word for anything. He has on every contact with him lied to us about replacing the window, and the arrival of a new window. 

  We at this point request a refund for a window and the installation of this window which we paid for in full on September 30 and to this date have not received.
  We are no longer willing to accept empty promises from Premier ************* about when and how this window is manufactured and shipped.
  Sincerely,
  

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

  

  Business Response

  Date: 11/14/2022

  We reached out to manufacture on Friday and are waiting for a response to see if they are willing to just refund the window so we can refund the customer the parts cost. Unfortunately, we have paid for the window, and someone to install it, and the customer has most of the product and the majority of the cost installed and fully functioning. The general manager also called and texted the customers on Friday to resolve and inquire about the requested refund amount they are looking for and we have not heard back from them yet.

   

  Thank you,

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

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18315926
  
  I am rejecting this response because:
  And here we are again. Round 4 of lies. This time not from th3 servicem manager ***** but from the owner himself.

  We are ******* a refund of $1500 OF THE ******* we have paid for parts and services which we have been charged for yet never received. 

  $1254.09 for wi dow and frame

  $50 for crate

  $168.75  for freight

  $13.79 for butle tape.

  i am at this point willing to pay ****** for the piece of glass which was installed without my permission or notification.  

  The fact that th3 owner is now trying to get a refund from his vendor is not our issue. That is between Premier ************* and his supplier. We have however requested a refund for months never did we request a third window to be special ordered.

  I am insisting on my refund no later than november ******* due to the fact that we have been dealing with this issue and heard lie over lie for 5 months now. We have been calling weekly asking about status and was always told window is in transit.

  If by this date there is  no refund we will be forced to persue other avenues to get our money back
  Sincerely,
  

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

• Initial Complaint

  Date:09/09/2022

  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 went in the shop on Aug. 6th and didnt get until Aug. 8th the repair was for outlets, level inspection, and a generator service. On the 8th their mechanic serviced the generator on the *** He spent about 30 mins on the generator. I paid my bill and left the shop. Three days later the generator started making strange noises and shut down. The shop sent a man named ******* out and he checked the generator and said that it was overfilled with oil. He drained some of the oil out onto the ground. He told me to call the shop because the air filter likely had oil splattered all over it. I called and spoke to ***** he told me that the manufacturer shipped the kits and the manufacture had overfilled the oil containers in the kit they used to change the generator. ***** told me to run the generator and see if it shuts down but should be okay, which I did not. I wrote a bad review on ****** and I was contacted by ***. In the meantime an outlet that was faulty started acting up again after I was told resetting the breaker would fix itit did not but they did send someone to change it. I met with *** telling him the situation and also that I had been double charged for a generator service. He told me that one charge of $189 was for the oil and spark plug and the other $189 charge was for the air filter and fuel filter. The kit from the manufacture is only $70. *** agreed to give me $189 back if I removed a bad review from ****** which I did and wrote about the outlet repair. The generator was re-serviced, the parts were old and none of them had been changed by Premier. The spark plug was burned up obviously the original one when the ** was bought. The oil in between clean and dirty, still overfilled. The fuel filter was pitted, worn stained from age. The air cleaner was filthy and oil splattered over it. I have retained the parts and enclosed pictures of the old ones that were supposedly changed and should have looked new considering it was 3 days after the service

  

  Business Response

  Date: 09/19/2022

  Customer came in on Aug 6^th, 2022. She was a new RV owner and did not purchase unit from us. She was living in her unit and was having problems. We agreed to bring her in asap as a traveler, moved her to the front of our 6 to ******************************************************************************* unit by herself. We allowed customer to stay on property and plugged into our 50 amp rv camping able special spots. We NORMALLY CHARGE a higher specialty rate for being a traveler, being moved to front of line, and staying in unit while work being completed and when we are closed still allowing a living type evening situation for customer. This fee increases our hourly labor charge to 250 from 189. We DID NOT access this rate to the customer. The initial concern was no power to inverter and outlets not working as well as several lights not working and a general inspection request as unit was new to her. We charged .5 labor hour to look at power issue and .5 labor hour to look at light issue it is common that on simpler issues we do not charge full amount of physical time that we are working on issue as they are common easier repairs that would be simpler for customer to do once they become familiar with unit and rv life in general. During inspection we found GFIC tripped.  We reset the gfic breaker for the customer and  in the 5 days that customer stayed overnight the electrical issue did not replicate. 4 light bulbs were just burnt out and we replaced at no added labor cost while checking out unit. Additionally, during inspection, we found that the generator needed to be serviced as oil was low and dirty as well air filter dirty and fuel filter rusted in appearance and slide out needed lubed and adjusted. After advising the customer of our findings she added the additional recommended repairs to her repair bill. At that time, we dispatched customers ticket, purchased parts and completed the repairs and tested generator for 10 mins of run time. As the customer stayed overnight at the property several days it became apparent that she was new to unit and by herself in the new adventure. As we noticed this, we decided to have our service manager spend roughly 4 hours, that we would normally charge for with her, teaching her about how unit worked and operated. We care greatly about our customers rv experience as we own rvs and travel with them ourselves regularly. This labor charge could have been in excess of **** dollars but to help we did not charge for this.

   

  A few days after the customer left she called because she was having more generator issues.  We sent a technician out to the customer to diagnose. This is normally a higher priority mobile rate of 250 an hour as well again we did not charge. At that time, we found the generator oil was very clean but slightly overfilled during the previous oil change. The technician drained some of the oil out because being overfull could cause runability issues and was not correct... Unfortunately customer called back again a few days later having more different electrical issues with an outlet making an audible buzzing sound. This was different than the initial breaker being tripped. Again we sent a technician out to her and replaced the outlet (Part and Labor) as a courtesy for no charge. There was no reason for us to replace the outlet previously why unit was at our shop. At that time it was only tripped, not making any noise, and worked for 5 days problem free. Despite all our efforts to take care of any issue or frustration the customer was having, this did not seem to resolve it for her. Customer did leave us a negative review on ******* We reached out to her to see what further could be done to resolve her dissatisfaction. The customer did mention she was confused and felt overcharged for the generator service. It was explained to her again that we have a level 1 service that is oil change service only. Additionally we have a level 2 service that adds changing the fuel and air filter. Lastly a level 3 that includes the spark plug being changed and valves adjusted but she did not need this and was not charged for it. At the end of the conversation, we still refunded customer $189.00 for her inconvenience of having to have us come back out due to oil being overfilled during the gen service. We did this in addition to the no charge parts and labor for her faulty outlet that was by no fault of ours.

   

  After reviewing the customers complaint, photos, and our documents I do not see any evidence that the work charged for was not completed. We have reviewed the photos supplied by customers husband which show no visual issues. We have asked for the unit to be returned to our facility prior to our new understanding of her moving to the southwest in rv in fall.  We also had a discussion with the husband about how he would have done repairs himself if he were in town.  We have a signed off job ticket from the technicians showing completion as well as verbal discussions with the mobile tech about oil being clean and slightly overfull. To go one further step we have confirmed parts receipts for the parts we used. We do believe it is reasonable that tech slightly overfilled. After reviewing husbands pictures submitted, we do not see that the air filter is dirty. The fuel filter does not visually show any reason to be changed again. Lastly we did not charge to replace a spark plug. At this point we feel we have acknowledge our part in overfilling the oil, we have corrected the mistake, additionally refunded customer $189.00, and have went on multiple no charge further mobile repairs for parts we did not replace.  We dont feel that without having the unit back physically and with our technician witnessing the faults, that we can do anything further to help.

   

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 17937074
  
  I am rejecting this response because:  the service manager ***** DID NOT spend 4 hours with me in fact the total time spent with the entire personnel did not equal four hours of interaction. When I got there on Thursday ***** came into the ** turned everything on and spent roughly 40 minutes. He came back later that evening saying that they did not forget about me. Im not asking for the entire billing to be refunded which was over $1000 at the  end it is expected that when a shop performs Services on a vehicle that they stand behind their work.  I went into that shop with electrical outlet issues because my plug-in was not working.  I was told that I would have to stay overnight two days and I ended up being there for 4 I knew they were busy and I was brought in on an only appointment that had been available on Thursday otherwise I wouldve had to wait two weeks as I was understanding. The generator was never serviced,  the parts were never changed I am willing to take a polygraph test and I know I will pass it.  I paid for parts that were never put on the generator and I paid for labor that was never spent on the generator that is what Im asking for to be returned to me. As far as them returning to my ** if it had been fixed and serviced in the first place when I was actually at the shop,  they would never had to come out.

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