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Premier Auto Service, Inc

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Reviews Premier Auto Service, Inc

Premier Auto Service, Inc Reviews (13)

On Friday 5/Mr*** picked up his Lexus from our Florissant locationWe replaced his rear struts and had an alignment performed at our Hazelwood locationOn Saturday 5/Mr*** came in to the Florissant location and told his service advisor that he thought his rear end
was outThe advisor told him that we would be happy to look at it and asked Mr*** to call in on Monday 5/22 to set up a time for us to have his car towed in.We did not hear from Mr*** on Monday.As of today, Tuesday 5/23, we have contacted Mr*** and are in the process of having his car towed to the Florissant location

She came in, the car did not even run at allWe gave her a list of repairs needed to get it running, because it was all rusted and eaten throughI told her once we got the main issues fixed, there may be more issues, but at this time we have no ideaShe agreed to have the work doneWe did get
the car runningThe brand new starter we installed was defective so we replaced it and installed the new one at no cost to herThe transmission was leaking but it has been fixedMy manager got involved at that timeWe sent her car to a shop that deals with and is familiar with older MercedesMy manager said we would pay for the towing and diagnostic fee but if any work needs to be done she would have to pay forThe shop called me with issues that need to be fixed costing $in labor and whatever the parts will costI called her and let her know of this and asked if she wanted to approve thatShe basically hung up on me at that pointThe shop still has the carLast I heard she was going to have her husband contact us and that was about a week and a half ago

Hi my name is *** *** I am the General Manager of the Travers Auto GroupAs we are sadden by the news that you are experiencing issues with your Mercedes CLSand we understand how costly / frustrating it can be to maintain a high end luxury vehicleMs.*** is correct
she purchased her vehicle from St Louis *** *** on 3-19-15 with 110,St louis *** *** Provides a day mile powertrain, drivetrain, transmission warranty at no charge to the customerDuring the delivery and signing process every customer is given the option to purchase an extended service protection plan in witch Ms.*** opted in to purchasing that would protect her incase there is any major problems with the powertrain, drivetrain or transmission for an additional months or miles. Based on the service history we have on file at Premier Auto Service (I have included copies your convenience) Ms.*** brought her Mercedes to Premier Auto Service for the first time on 10/27/with 116,miles, Clearly the day mile warranty *** *** Offers is up since the customer has owned the vehicle for over months, along with having put since time of purchase*** *** will not and should not assume any responsibility for any repairs to Ms.***'s Mercedes that she has had or will have in the futureMs.*** has brought her vehicle back into Premier Auto Service on several occasions since our first contact on 10/27/15 most of the time for general maintenance issues oil change, state inspection, battery ect. Premiere auto service strives to provide their customer's with the highest standard of Customer Service available. We stand behind our product's / services and provide a Warranty on any parts or service that we provide Unfortunately Premier is unaware of any issues or re-occurring issues that Ms.*** has experiencedIn short *** *** is not interested in participating in any past, present, or future expenses that Ms*** may or may not incur nor does *** *** have any obligation to do soIf Ms.*** is experiencing any issues from a part or service Premier Auto Service has provided then we would be more then happy to address those issues but in order to help Ms *** she must 1st bring her concerns to our attentionIf Ms.*** would like to contact me directly I would love to assist her with getting an appointment set up and possibly sitting down with her and the manager at PremierI look forward to hearing from you soon we would love to help you get this matter resolved
Sincerely,
*** ***
General Manager
Travers Auto Group
P) ***
***.***@TraversAG.com

Ms. [redacted] had her fuel pump replaced on 7/9/16. We have a 12 month 12,000 warranty on our parts. She came in on 8/9/17, over a year later and 20000 miles later, technically we did not have to do anything. Since she is a good customer and was just in for other work, I agreed to call my supplier...

had them warranty out fuel pump and she only had to pay the labor. She agreed to this and that was what was done.

Hi my name is [redacted] I am the General Manager of the Travers Auto Group. As we are sadden by the news that you are experiencing issues with your 2006 Mercedes CLS500 and we understand how costly / frustrating it can be to maintain a high end luxury vehicle. Ms.[redacted] is correct she...

purchased her vehicle from St Louis [redacted] on 3-19-15  with 110,694 St louis [redacted] Provides a 30 day 1000 mile powertrain, drivetrain, transmission warranty at no charge to the customer. During the delivery and signing process every customer is given the option to purchase an extended service protection plan in witch Ms.[redacted] opted in to purchasing that would protect her incase there is any major problems with the powertrain, drivetrain or transmission for an additional 24 months or 24000 miles. Based on the service history we have on file at Premier Auto Service (I have included copies  your convenience) Ms.[redacted] brought her Mercedes to Premier Auto Service for the first time on 10/27/15 with 116,381 miles, Clearly the 30 day 1000 mile warranty [redacted] Offers is up since the customer has owned the vehicle for over 6 months, along with having put 5687 since time of purchase. [redacted] will not and should not assume any responsibility for any repairs to Ms.[redacted]'s Mercedes that she has had or will have in the future. Ms.[redacted] has brought her vehicle back into Premier Auto Service on several occasions since our first contact on 10/27/15 most of the time for general maintenance issues oil change, state inspection, battery ect. Premiere auto service strives to provide their customer's with the highest standard of Customer Service available. We stand behind our product's / services and provide a Warranty on any parts or service that we provide . Unfortunately Premier is unaware of any issues or re-occurring issues that Ms.[redacted] has experienced. In short [redacted] is not interested in participating in any past, present, or future expenses that Ms. [redacted] may or may not incur nor does [redacted] have any obligation to do so. If Ms.[redacted] is experiencing any issues from a part or service Premier Auto Service has provided then we would be more then happy to address those issues but in order to help Ms [redacted] she must 1st bring her concerns to our attention. If Ms.[redacted] would like to contact me directly I would love to assist her with getting an appointment set up and possibly sitting down with her and the manager at Premier. I look forward to hearing from you soon we would love to help you get this matter resolved Sincerely,[redacted]General ManagerTravers Auto GroupP) [redacted].[redacted]@TraversAG.com

Initial Business Response /* (1000, 8, 2015/09/01) */
We have refunded this consumers money.

We offered this gentleman his money back, he refused it and actually asked us to order shocks to make this work. His parts are still on order waiting to come in.

Initial Business Response /* (1000, 9, 2015/12/01) */
This customer had originally approached our business. His car was damaged in an accident. We have a body shop linked to our company. From what I understand, Premier Auto Body just gave him and estimate for repairs with his insurance, and...

Premier Auto Service actually did the work. Long story short, he brought us the car. He had the estimate done at our body shop. He brought it in for mechanical repairs and he had the estimate and said he needed more things fixed on his car that was damaged in the accident. He had the car fixed and aligned from the accident and picked up the car. Later in the month, he called back stating that the car would die occasionally when he was driving. We found he had multiple codes and system failures due to lack of maintenance. We told him he needs a tune-up, a non-functional crank sensor, etc. We finally found out that issues with his B Pillar were more than likely caused from his accident which should have been filed with his insurance company. He completely fabricated everything in his complaint. He brought his own spark plugs that we said we couldn't warranty. He burned out his starter which we replaced at no charge and covered the tow - over $2,000 worth of repairs. We discounted his repair to make his car run all the way down to $500, which he couldn't even pay for, and he finally came up with $450, so we allowed him to take his vehicle. He's gotten between $2,000-$3,000 of free work from us, so is not deserving of the $450 refund. I have receipts and documentation stating that we replaced this, including his signature.

Initial Business Response /* (1000, 5, 2015/09/22) */
Contact Name and Title: [redacted] Service Advi
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@stlpremier.com
This complaint is without a doubt completely unfounded. This particular customer had been to the store on multiple...

occasions beginning in January when the wheels were first posted on Craigslist to view the wheels in question. First time, he asked if he could leave a deposit to save them after viewing and examining all four wheels and was assured that would be possible. Then returned a couple of months later and asked again the same questions. Only at that point did he request to see one wheel on the car, but was not prepared to leave a deposit at that time. I informed him at that time that some kind of payment would be needed in order to dismount, remount, and install 1 wheel on his vehicle. He at that time was not financially prepared to pay anything for our services and offered no alternative or time to bring the car back for fitment. He then came by the store again around June to check to see if the wheels were still available. They were and again he did not offer a deposit or reflect any time that he would want to bring the car in for installation. All 3 times, prior to the incident in question, he viewed and inspected the wheels. The day he came in, he called prior to coming in and asked again if the wheels were still here and available. I told him they were and he asked if he could get them installed today. He again was told yes. He showed up with the car and was informed that his right front tire had tire plugs in it and was recommended to be replaced. He declined any replacement and asked us to use the tire even though he was informed that it could be dangerous to him and our technician. He at that point he was asked directly "are we installing the wheels", and he replied "Yes". I wrote up a work order for the technician that stated "customer requests to install wheels", which we requires a customer's signature on it for approval of services requested. He signed the work order and we proceeded to carry out the request. We are a very busy shop and it did take some time to get a technician free to do the job required which gave the customer plenty of time to ask questions, change his mind, etc. He sat in the waiting area and watched as we carried the wheels right in front of him to the lower level for installation. He did not stop and ask us about only installing 1 wheel at that time. We removed 1 front wheel and tire and 1 rear wheel and tire to check for fitment and or clearance. At that time I approached the customer and informed him the wheels did fit the car and asked him again are we installing the wheels and he acknowledged "Yes". at that time we carried out the dismounting of his tires from his factory wheels and remounted and balanced them on the used set of wheels he requested. We had to send our parts person to go and purchase the correct lug bolts for his car, all the time he sat there and never asked about seeing 1 wheel on his car. When it came time to bill him out for the job he requested from us he did not have any money to pay the bill on his person. One of our Service Advisors took him home to get the money for the job trying to help in any way we could. Upon returning to the store with our advisor the customer inspected the car with the wheels installed. He proceeded to take pictures of the car with the wheels on and walked around the car for around 20 minutes inspecting them. He came in to pay his bill and noticed that on the invoice was a statement that read "customer is aware the wheels are used and Premier offers no warranty or returns on used products". At that time he stated he did not want the wheels and asked us to put his factory wheels back on his car. At this time the store was already closed and there were no technicians available to do the job. At this point the Service Advisor, Service Manager, and General Manager instructed him that he would either need to pay for the services he requested or the car would have to remain here until further arrangements could be made. He decided to leave the car for further resolution and our Service advisor again gave the customer a ride to his house. The next day he called and was demanding that we put his factory wheels back on his car and he was not going to pay for anything even though he requested the service, signed the work order, and had more then ample opportunity to ask questions, change his mind, or decline any further service. At that point we had already had 2 hours of time invested in the car and he wanted us to spend another 2 hours reversing the process without any kind of compensation of any kind. We informed him that that would not be possible and asked him what would be a reasonable compromise and he offered $50.00 even though our labor rate is $99.95 per hour. We communicated back and forth over multiple phone calls and his threats and came to the settlement of $150.00 which he was also informed that if he refused to pay we would not be able to release his car back to him. He agreed to pay the negotiated amount and came in that afternoon to pay and pick up his car. He then proceeded to call Fox2 news and file a claim against our company for services he requested and approved. After talking to the interviewer, even they were clear that his claims were unfounded and falsely portrayed. We at Premier Auto Service strive to excel in customer satisfaction and prompt service. Any negativity connected with the business and or services is usually due to neglect on the customers part either by miscommunication, undetailed information, or in this case just simply reading the work order you are signing. Please feel free to contact me directly with any questions that may be helpful in this case.

Initial Business Response /* (1000, 6, 2015/02/12) */
To Whom It May Concern,
Ms. [redacted] originally had the brake work performed at our Lindbergh location and they were working with the customer to correct the issue when they referred the customer to our location. When the [redacted]...

brought the vehicle to us on Saturday January 31, 2015 we looked into the customers complaint. We then took the front brakes apart and cleaned and lubed all brake pad contact points along with the slide bolts to prevent abnormal brake pad wear. We also replaced the front brake pads with new and resurfaced the front brake rotors. We then inspected the rear brakes to verify that all the brakes are working properly. This was all completed at no charge to the customer. Went through the repairs with the customer and they left happy with the repairs that were completed.
Thank You
Premier Auto Service

Initial Business Response /* (1000, 9, 2015/12/01) */
This customer had originally approached our business. His car was damaged in an accident. We have a body shop linked to our company. From what I understand, Premier Auto Body just gave him and estimate for repairs with his insurance,...

and Premier Auto Service actually did the work. Long story short, he brought us the car. He had the estimate done at our body shop. He brought it in for mechanical repairs and he had the estimate and said he needed more things fixed on his car that was damaged in the accident. He had the car fixed and aligned from the accident and picked up the car. Later in the month, he called back stating that the car would die occasionally when he was driving. We found he had multiple codes and system failures due to lack of maintenance. We told him he needs a tune-up, a non-functional crank sensor, etc. We finally found out that issues with his B Pillar were more than likely caused from his accident which should have been filed with his insurance company. He completely fabricated everything in his complaint. He brought his own spark plugs that we said we couldn't warranty. He burned out his starter which we replaced at no charge and covered the tow - over $2,000 worth of repairs. We discounted his repair to make his car run all the way down to $500, which he couldn't even pay for, and he finally came up with $450, so we allowed him to take his vehicle. He's gotten between $2,000-$3,000 of free work from us, so is not deserving of the $450 refund. I have receipts and documentation stating that we replaced this, including his signature.

Customer brought vehicle in for service on 2/9/17.  Vehicle was due for an oil change and the "Service Engine Soon" light was on at that time.  After diagnostics customer was told that the first step was to change the oil and verify that it was filled to the correct level.  Customer...

was also advised that this may not correct the problem and that the "Service Engine Soon" light may return. Customer returned on 2/14/17 with the "Service Engine Soon" light back on.  Upon inspection we noted a hole in the rear of the intake manifold that was leaking vacuum.  We also found that the spark plugs had been damaged by the poor running condition of the vehicle.  We replaced the intake manifold, gasket, and spark plugs.  Customer was charged $917.53 for this service. Customer returned around 2/22/17 with the "Service Engine Soon" light back on.  We found that 2 of the camshaft position sensors had failed.  As a courtesy to the customer we cleaned and reinstalled the sensors.  Testing showed that they were working correctly at that time.  Customer called on 2/23/17 claiming that the vehicle was smoking.  Customer requested we tow the vehicle to the shop.   We made arrangements for this but the customer called back and said that she was having [redacted] tow the vehicle since they could arrive sooner.  No offer or implication was made that there would be reimbursement for this service. When vehicle arrived we found some oil spilled from the previous service and "Service Engine Soon" light was back on.  As a courtesy once again, we cleaned up the oil and replaced both of the camshaft position sensors at our expense.  Subsequent failure of the camshaft sensors had nothing to do with the original repair.  That repair was completed correctly and does not warrant any type of compensation.  In good faith, despite the fact that we were not liable, we compensated the customer for their time by repairing this subsequent issue at no cost and offered a $50 credit to use at the store. Premier has successfully resolved every problem at no additional cost to the customer above the $917.53 that was originally agreed upon.

Our service manager, [redacted] called her last week and she said she should have not filed the complaint and that she jumped the gun.  This was resolved prior to the complaint being filed.

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Address: 1680 N New Florissant Rd, Florissant, Missouri, United States, 63033-2126

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