First Premier Financial, Inc

I would like to apologize for this error. We were in the middle of a DMS system change last years which caused this mistake. we have contacted *** and are in the process of getting this resolve. This should occur within the next days. Again my sincere apologies

Response: Hi ***, Just as a follow up to our phone call, we take this complaint very seriously and would like to make sure that the matter is resolvedWe are very familiar with this customer and in fact released a check to them months ago for damages in their apartmentLikewise, we have visited
their apartment several times to discuss any open issues, and spoken with them on the phone as wellWe would ask that you please check with this customer again to determine if this complaint should stay open; we remain committed to resolving any open issues with our customersIf there are any further questions, please feel free to contact me on my cell phone, *** If it is of any help, we would also be happy to introduce you to the property manager for that building, who can also speak to our efforts with the residents of *** ***thank you again for reaching out to us, Stephen

I COULD NOT FIND THIS CUSTOMER IN OUR DATA BASE AND TRIED CALLING THE NUMBER GIVEN ON THE COMPLAINT BUT THE PHONE NUMBER IS DISCONNECTED SHOULD THE CUSTOMER CONTACT YOU PLEASE HAVE THEM GIVE ME A CALL AT THE NUMBER BELOW. *** ***OPERATIONS MANAGER*** *** ***

Ms *** had the opportunity to speak with the operations manager *** ***It was determined that the vehicle was not stolen but that her boyfriend had possession of itWe assisted with a tow out of the impound fees and moved very quickly on the recovery to avoid impound feesThe only charge
we are charging on behalf of First Premier Financial is the tow fee to get the vehicle out of the impounds and we advised we would be willing to finance it for her if she didn't have it up frontMs *** is currently defaulted on payment and we have accepted a partial payment and agreed to make arrangements to get her back in her vehicle as quickly as possibleIf there is further questions or concerns on this matter, please feel free to contact out office at ###-###-####

Complaint: ***
I am rejecting this response
because:
AAn apology is nice, but not correcting the situationHe said he was sorry and said that I have the number for the new company and they will take care of youDid not address my concern of a credit check showing up on my report nor my request for resolutionTelling me your sorry this happened and passing me off to the other company is unacceptable.
Sincerely,
*** ***

THIS IS [redacted] THE OPERATIONS MANAGER OF FINANCE.  ACCORDING TO THE TERMS OF YOUR CONTRACT YOU WILL EITHER HAVE TO FULFILL THE OBLIGATIONS ACCORDING TO THOSE TERMS OR WE WILL REPO THE VEHICLE AND SEND YOU A 1099 FOR THE IRS.  WE DON'T HAVE A PROBLEM HELPING YOU WITH ANY SITUATION BUT...

WE CANNOT JUST FORGIVE $9000.  PLEASE UNDERSTAND AND IF YOU WOULD LIKE TO SPEAK WITH ME PERSONALLY PLEASE DON'T HESITATE TO CONTACT OUR OFFICE.  I WILL HAVE THE VEHICLE PICKED UP.

Complaint: [redacted]
I am rejecting this response because: The issues were not addressed, or resolved. I received calls at my job after I hung up on an employee that was rude. I never gave permission to First Premier Financial to contact me at my employment. Per the FDCPA it is against a consumers right to call after a consumer hangs up. Due to this I have been stressed out at work, and these people have caused distress. I am unable to sleep at night due to all the stress they have caused. Also, it is unethical to demand for a consumer to pay a deductable prior to having a car evaluated. I understand the vehicle can not be repaired if the deductable is not paid, however this buisiness does not conduct ethical, or professional customer service. The issues I submitted a complaint for were not addressed. I am overwhelmed with this situation. So much so that I will take legal action to resolve this. The response was not appropriate to my complaints.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/19) */
MY NAME IS [redacted] AND I AM THE OPERATIONS MANAGER OF FINANCE. I APOLOGIZE FOR THIS MISTAKE THAT WAS DONE BY FIRST PREMIER FINANCIAL. I HAVE REVIEWED THE ACCOUNT AND CREDITED YOUR ACCOUNT THE $35.00. AGAIN I'D LIKE TO APOLOGIZE FOR THIS...

OVERSIGHT AND IF YOU EVER HAVE ANY MORE CONCERNS PLEASE DON'T HESITATE TO CONTACT ME AT XXX-XXX-XXXX EXT 8194
Initial Consumer Rebuttal /* (2000, 8, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the response and that the credit will take place. I hope there will be NO further issues in the future. Thank you for you help in getting this resolved.

We have brought this account back to our company so the customer will have her original contract back with all the options.

Upon receipt of this complaint, we pulled our call recordings to review whether our account representative did laugh when personal information was provided.  Upon review of the calls, it was noted that there was no laughter.  First Premier Financial hires qualified employees based upon...

their ability to complete the job requirements.  We do not discriminate against employees or potential employees based upon race, creed, religious background, etc.  [redacted]'s retail installment contract requires [redacted] to obtain full coverage insurance through the life of the loan.  Should the [redacted] not provide proof of full coverage insurance the retail installment contract indicates that we will force place insurance to cover our collateral.  This was clearly stated to [redacted] at the time of purchase.  As with any insurance claim, most insurance companies will not start work on the damaged property until the deductible has been paid in full.  Based upon the complaint provided and her request to cease phone calls, we have chosen to place [redacted]'s account on our "DO NOT CALL" list.  This will not relieve [redacted] of the obligation to comply with the requirement of her loan.  We have provided the opportunity for our customers to make payments via the mail or online, so that [redacted] can make payments without contacting First Premier Financial via the phone.  [redacted] has shown her true identity on both the recorded phone calls and in this complaint as being a racist.     We have attached the phone calls as evidence of our response.

Initial Business Response /* (1000, 12, 2015/11/09) */
We have assisted Mr. [redacted] in financing of two repairs throughout his loan. After the initial repair completed in June, we contacted Mr. [redacted] to ensure the satisfaction of the repairs and he advised everything was fine. We have been in...

communication with our customer regarding the second repair completed in September and his continual issue to ensure his vehicle is properly fixed. We have coordinated an appointment with the shop that serviced his vehicle, along with a rental vehicle to ensure we do not inconvenience him as the shop completes the diagnoses on his vehicle. We wants to ensure that the repairs completed are to the customers satisfaction and will continue to communicating with Mr. [redacted] and the shop to resolve this matter.

I PERSONALLY CONTACTED THIS CUSTOMER TO GO OVER ALL HER CONCERNED.  I ADDRESSED EACH AND EVERY ONE OF THEM AND TOGETHER WE CAN TO A MUTUAL UNDERSTANDING THAT BOTH PARTIES COULD LIVE WITH.  THIS ISSUE HAS BEEN RESOLVED. [redacted]

A Member of the FPF team spoke with [redacted] on 11/02/17 and have received the information that he needed. FPF mailed a notarized letter to [redacted] stating his loan is closed and in good standing with FPF.  We have also went onto [redacted] to make sure it is updated properly on his credit...

bureau.  The update can take 30 days or more to show on his bureau. If [redacted] needs anything else all he needs to do is contact FPF and we will help him.

Complaint: [redacted]
I am rejecting this response because: now they want to fix the vehicle that I already surrendered but when I had it nobody listened to me and kept telling me that I have to pay for all issues that the vehicle had, ( even that some of the issues they promise d to fix before the sign of the contract) but anyways thats not the point now, id like them to stop the phone calls and emails since they promised that they wont take further actions against me ( I want to think that they realize the sold me a lemon car) when I rerurned a phone call from first prem. Financial. The lady told me that even I returned the vehicle myself I still owe money from the towing truck? Really? Would the y. ever  please stop this nightmare? Every day I receive phone calls when I answer them , the rudest people ever remains me that it was all my fault, I dont even own the vehicle anymore, ill go so.ewere else if I have to, and if this arrasment continues,ill make sure  , to let everyone know about this " busisnes"and their practices   
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will keep an eye on it and hope that this will be resolved as they said it would be in 30 days thank you
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/12/15) */
MY NAME IS [redacted] AND I AM THE OPERATIONS MANAGER AT FIRST PREMIER FINANCIAL. I HAVE TRIED TO REACH OUT TO THIS CUSTOMER FOR THE PAST 2 DAYS TO SEE WHAT I COULD DO TO HELP AND HAVE YET TO RECEIVE A CALL BACK. I WILL TRY AGAIN LATER TODAY...

BUT CAN'T REALLY ADDRESS THE SITUATION UNTIL I SPEAK WITH THE CUSTOMER

AT THE TIME OF PURCHASE WE EXPLAIN TO ALL OUR CUSTOMER THAT CPI IS ACTUALLY COLLATERAL PROTECTION AND NOT INSURANCE.  WE ADVISE ALL OF OUR CUSTOMER THEIR BEST OPTION IS TO BUY 3RD PARTY INSURANCE.  WHAT THE CPI OR COLLATERAL PROTECTION DOES IS ALLOW A CUSTOMER TO PAY A $500 DEDUCTIBLE IF...

EITHER THE VEHICLE CAN BE FIXED OR IF WE REPLACE THE VEHICLE AT NO FURTHER COST TO THE CUSTOMER.  WE THEN WRITE OFF THE BALANCE.  SHOULD THE CUSTOMER NOT PAY THE DECIDE TO GET ANOTHER VEHICLE THEY ARE RESPONSIBLE TO PAY THE TOTAL BALANCE OF THE VEHICLE ONCE THE CPI INSURANCED HAS PAID THE AGREED AMOUNT WHICH IS NORMALLY LESS THAT THE VEHICLE BALANCE SIMILAR TO 3RD PARTY INSURANCE.  AGAIN THIS IS NOT INSURANCE BUT COLLATERAL PROTECTION

I reached out to this customer and we came to a mutual agreement to lower payments and place on autopay.  customer was very satisfied.

Initial Business Response /* (1000, 6, 2015/11/17) */
We have provided the shop with authorization to get a key cut since we were advised by the service shop it arrived with no key. We also contacted the tow company and had them reach out to the driver to attempt to locate her key. The key has been...

cut and we have an estimate on repairs needed. We have made attempts to reach out to the customer on the phone #'s we had on file and have been unsuccessful. We have reached out to Ms. [redacted] on the # provided on the complaint to reach an agreement and get her back in her vehicle. We apologize for the inconveniences she has been experiencing and ask that she please reach out to our customer care team so we can help proceed with her account.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]