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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
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Negative Review 1 point per review

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Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/7/2016 Problems with Product/Service
4/5/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A week and a half ago I purchased a new vehicle (2016 Honda Accord Sport) through a vehicle buy-back program they sent to me in the mail asking for my 2013 Honda accord EX. SO I went into the dealership to find out about the program and possibly make a purchase. Through the whole process I stated to the sales people that I want to do the financing through my bank. I made that very clear several times. So when I told them I was going to leave and speak with my bank and get back to them in a day or two they told me they deal with my bank all the time (USAA). They wrote down a number as far as the terms of financing and asked me if they could work out that number which was $400 per month for 78 months, would I drive off the lot that day with the new car. I said yes and they asked me to sign my name to that number so I did. They came back to me 45 minutes later and said they were able to do that deal. Once again I asked, "is that going through USAA, they told me "yes". I find out that next week after calling my bank to go over the financing that they have no record of speaking with anyone at that dealership. Furthermore, my bank told me they could not even finance me for the full loan amount, That also tells me they never spoke with my bank. Now, nearly 2 weeks after I drove off the lot with the car I still have no financing, the dealership just called me back today after all my messages and told me they secured financing for me, but it is nearly $50 more per month than we had originally agreed on and what I had originally signed my name to. I feel I was taken advantage of instead of being taken care of as a customer and they told me and showed me whatever they need to make the sale. Now they want me to go in and sign the papers for this new financing this week. And also the original deal out the door was for $27,000 and change. This financing that they just approved totals over $33,000. Please help. I don't like being treated like an ignorant buffoon and I feel that is exactly how they dealt with me. Also, they have had my trade in for nearly 2 weeks and still have not paid of the loan I had on it which was $17,000 they said they would to get the title. So I am still currently paying on that. I have spoken with the General Manager (Scott H******) about what happened. He forwarded me back to the originally sales people I dealt with and had not even heard back from them in days upon leaving a message with them again. I tried calling the general manager back again after not hearing from anyone and left a message. Never heard back from him either.

Desired Settlement: This experience with Larry H Miller Honda has been the most unpleasant car buying event I have ever had. I have never had to go through the BBB for anything and attempted to work with the dealership with no success. I truly feel I was taken advantage off and mistreated as far as business ethics go. I am not asking for a free car or crucifixion of sales personnel. I just want a fair deal and outcome and to be treated as a customer not an uneducated ****.Please help me.

Business Response:

*****,

Thank you for reaching out to us about your experience at Larry H. Miller, I apologize you are dissatisfied. I have reached out to Scott H******, the General Manager of that location concerning your issue.  It is my understanding that he is handling it internally at the dealership and has been in contact with you.  

 

Thank you!

4/1/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Horrific experience. I brought in a quote from another dealer for a 2015 4Runner trail premium with kdss and asked if they could match the price and do better on a trade offer. Their sales manager took the quote for review to the finance team, came back and said they could do it. What they failed to disclose is that their vehicle would be missing the kdss, a $1750 option. I called the sales manager as soon as I realized what they had done. The sales manager promised a call back, never heard from them. Left messages for their Customer Service Manager and Operations Manager, still no call back. Only after I filed a complaint with Toyota did their operations manager finally get back to me. Their message to me was you already signed the papers so we will do nothing to help you or take responsibility for their deceptive sales tactics. Also found from Toyota directly that the address they supplied when reporting the vehicle they sold me was a nonexistent address. I presume this is done so I would not receive the Toyota customer service satisfaction survey and they would still get their $750 kick back. Buyer beware. Very suspect practices happening at this dealership.

Desired Settlement: I want the vehicle I paid for or I want the deal rescinded so I can go get the vehicle I was led to believe I was getting. I would also consider the dealership writing a check back for the missing option $1750.

Business Response:

You will need to contact the general manager Lance B********** for any monies that you feel may be owed to you.  He is over the dealership and would be responsible for making the call to either rescind the contract or reimburse you.


Thank you,

Andrea L***

Miller Automotive Operations

Consumer Response:
Complaint: ********

I am rejecting this response because:


I contacted Lance before I contacted the BBB and he offered no resolution,  hence my complaint to the BBB.

Sincerely,

****** ****

Business Response:

I have spoken with our General Manager Lance and he and his customer relations manager have replied below.  We believe the dealership disclosed the appropriate information to the customer and we are not encouraging Lance to offer any reimbursement to the customer.



The morning of August 26th the customer sent in a lead request regarding a Used Black 2015 Toyota 4Runner Trail Premium Package that we had on the lot.  A little while before he showed up to the dealership, the vehicle he had sent the inquiry in for was sold to another customer.  There were two salesman involved in this deal.  The salesman who met with him asked if he would be interested in looking at our new inventory.  He told the salesman he would if the new one was Black, Trail Edition and Premium Package.  He never requested the vehicle have KDSS as one of the options.  It just so happened that we had a 4Runner in stock that fit his requirements.  The customer looked at the vehicle and test drove it.  He told the salesman that he had a price from **** ****** and wanted to know if we would match it.  The customer used his phone to pull up and show the salesman the price he had been given.  Salesman talked to the Sales Manager who agreed to the price and the vehicle was purchased.  Later, the second salesman delivered the vehicle to him.  He told me that the customer pulled the Monroney Sticker from the window and then he cleaned the window after that.  He is 100% certain this happened because this is part of his process of delivering a vehicle.  Customer left with the vehicle that night.  The next day, customer came back to square up his down payment.  He needed to bring in a credit card for his money down and didn’t have one on him that night so we let him come back with the down.

Two days later, the salesman who delivered the vehicle texted the customer to see how everything was going with the new vehicle and to see if he had any questions.  Customer texted back that everything was good.  Two days after that, customer texted salesman that there was a problem.  He said he just noticed the vehicle didn’t have KDSS.  Salesman was shocked by this as KDSS had never been discussed.  He texted customer that they had never talked about that option or the suspension, period.  Several times during their text chain, customer referenced an MSRP of $41,230 but then was confused by the Monroney Sticker which stated the MSRP to be $39,615.  Salesman told customer he didn’t know where he was getting the $41,230 MSRP from since the vehicle we sold him was always $39,615.  He sent customer a picture of the write-up he signed with the MSRP listed as $39,615.  Both salesmen involved in this deal insist that KDSS was never mentioned, requested, or discussed.  What customer did specifically request was that the vehicle be black, Trail Edition and have the Premium Package.  Customer was given everything he asked for.  Additionally, he only paid for what he asked for.  With an MSRP of $39,615 we charged him $******.  Besides the $*** discount for the vehicle he bought, we gave him $2,000 more for his trade than **** ****** was offering.  If he had asked for a Trail Edition 4Runner with the Premium Package with KDSS (a $1,750 option), we didn’t have a black one available, so we couldn’t have accommodated him.  There was nothing deceptive about this transaction.  The customer simply overlooked asking for one of the options he was looking for. 

Consumer Response:
Complaint: ********

I am rejecting this response because:


The response from the business contains many fabrications. This goes hand in hand with the way this transaction was conducted by the business.

Here are the details of fabrications being represented by the business:

"He told the salesman he would if the new one was Black, Trail Edition and Premium Package".  

I never said any such thing. I did come to look at a used Trail Edition and Premium Package and as far as I understood that vehicle had the KDSS System. When I arrived the vehicle was in a deal. I went to leave the dealership and as I was getting in my car the salesman came running out of the dealership and asked me to wait around for 15 minutes to see if the deal actually went through. While I was waiting I test drove a 2015 Tacoma. I returned to the dealership and told them that I was not interested in the Tacoma. The salesman asked me to wait for another 15 mins. After 20 mins or so the salesman came back and said he had pulled up a new 2015 4 runner that was identical to the one I had come to look at. I test drove it and it seemed fine. After the test drive we went into the dealership to talk about numbers. At that time I asked if they could match the **** ****** price and I gave them the quote. The quote clearly states that the vehicle they were going to match had n MSRP of $41,230 and an sales price of $38,930, the email also had a complete listing of the options they were to match . I have attached both documents to this message.  It is my belief that the salesman and finance team knew full well that the vehicle they were trying to match and the vehicle they were selling were different but at no time did the salesman disclose that the vehicles had different options or had different msrp's. I also believe that the salesman had an ethical responsibility to state that the vehicle they were selling did not match the one in the quote. No customer would ask a dealership to sell them a vehicle with less options for the same price as a vehicle with more options. Its absolutely preposterous to even suggest such a thing.

"He never requested the vehicle have KDSS as one of the options"

This is also a fabrication. While test driving the vehicle the salesman had selected for me, we talked about the Crawl,A-Trac and multi terrain options that came with the vehicle. I asked how they were tied into the KDSS system, the salesman stated he was not that knowledge able on that option. The salesman never said that the vehicle did not have KDSS.

"Later, the second salesman delivered the vehicle to him.  He told me that the customer pulled the Monroney Sticker from the window and then he cleaned the window after that.  He is 100% certain this happened because this is part of his process of delivering a vehicle"

This statement is an out right lie. The second salesman removed the sticker from the vehicle and put it inside the owners manual, I had just bought a band new vehicle its the dealerships responsibility to clean the vehicle up before delivery not the customers. The second salesman had the lot attendants cleaning up the vehicle. This statement is a very very good example of the deceptive nature of this transaction. I've purchased brand new Toyota's in the past and it is never the customer responsibility to remove delivery stickers and have the vehicle cleaned prior to delivery, this is not even standard practice on a used car lot.

"Salesman was shocked by this as KDSS had never been discussed"

This is also a fabrication. As stated above, while test driving the vehicle the salesman had selected for me, we talked about the Crawl,A-Trac and multi terrain options that came with the vehicle. I asked how they were tied into the KDSS system, the salesman stated he was not that knowledge able on that option. The salesman never said that the vehicle did not have KDSS.

"Several times during their text chain, customer referenced an MSRP of $41,230 but then was confused by the Monroney Sticker which stated the MSRP to be $39,615"

Another fabrication. Again as stated above and included in the attachments the MSRP of the vehicle they were matching was $41,230

"If he had asked for a Trail Edition 4Runner with the Premium PackagewithKDSS (a $1,750 option), we didn’t have a black one available, so we couldn’t have accommodated him"

And this statement highlights is the dealerships motivation for the deceptivetransaction. They knew they were giving me a different vehicle to what they were supposed to be matching and instead of being up front and honest about the difference they were only concerned about getting a sale.

"we gave him $2,000 more for his trade than **** ****** was offering"

Again another fabrication. **** ******s offer for my trade was $10000, Larry Millers offer was $11000. On the paper work it says they gave $12700. That's a $1700 difference, the amount of the missing option. All they have done is moved the numbers around to make it look like they were giving more when in actual fact they were giving less. If the transaction had been an honest one I would have received a 2015 4Runner Black, Trail Edition and Premium Package with KDSS for $38930 as stated in the attached quote and $12700 for my trade. The salesman new I would not go anywhere near an offer for $11000 for my trade so they concocted this deception just to get the sale.

"He sent customer a picture of the write-up he signed with the MSRP listed as $39,615"

This may be the biggest falsification yet and completely proves the deception employed in this transaction. I have attached a copy of the supposed write up document they sent me. Clearly it has been tampered with and falsified. Here re the list of issues with the document.
        The date on the document states 8/27/2015 when the sale was actually 8/26/2015 so it was generated after the sale. 
        The mileage states 12 when it was as listed on the sales contract as 38. 
        The hand writing of the salesman date does not match the salesman signature. 
        The date next to my signature lists 5/26/2015. 






Sincerely,

****** ****

Business Response:

I have spoken with our General Manager Lance and he and his customer relations manager have replied below. We believe the dealership disclosed the appropriate information to the customer and we are not encouraging Lance to offer any reimbursement to the customer. If this does not resolve your issue you will need to contact the General Manger Lance directly.

 

 

Thank you,

Sami W*******

Executive Assistant

Miller Automotive Operations

Consumer Response:
Complaint: ********

I am rejecting this response because:


I contacted the General Manager Lance prior to filing the complaint with the BBB and he would not provide a solution. As suggested I contacted Lance again and left two messages for him on 10/14/2015 and he has made no attempt to contain me. So at this time there is still resolution to this issue.

Sincerely,

****** ****

Business Response:

While I understand your frustration, unfortunately I am able to assist you at this time.  All reimbursement decisions are ultimately up to Lance as he is the General Manager of the dealership. 

 

Sami W*******

Executive Assistant

Miller Automotive Operations

4/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In November of 2014, I went to Larry H Miller to look at purchasing a new vehicle. I seen a used optima which I really liked but told I would be easier qualified for a brand new car. The sales rep showed me the Chrysler 200. Said it was a very nice car. It was a 2015 with 0 miles. So I bought it. I had to get financed through a bank. I pit $2500 down on the car with payments at $650. The end of April is when I had my first issue. Transmission. This went out on a Friday and I was told to bring it in on Monday morning. I took it in to their service department Sunday evening. No word on Monday. By Tuesday afternoon, I had been without a car for 4 days, so I called them. They said they were extremely busy and still hasn't had a chance to look at my car. I asked about a loaner car so I could go back to work. They stayed that Chrysler did not provide loaners to customers getting their cars serviced. I asked to speak with service manager. I was very upset. Service manager told me same thing except that this was a special circumstance and they would get me a car from enterprise. By Thursday my car was done. When I went to pick it up, I found oil drizzled all over hood of car which covered about a square foot area on hood of car. I took a picture of it while it was still on lot with oil on it. I sent a picture to the sales rep who sold me the car at which time he said to bring it back on Sunday to be detailed. I did not. One month later, transmission went out again. I took it in and got a rental. Few days later, car was fixed. Another month has passed and now the transmission has gone out for third time. They want to fix it again. I do not want the car. I stated that very clearly to them when I took it in. They said they would see what they could do about getting me into a different car, but have not. Instead, they have told me that they are going to fix the car again and will have it ready hopefully by Tuesday, and I took the car in on Wednesday. I am through.

Desired Settlement: I just want a different car. Or all my money back.

Business Response:

******,

I'm sorry to hear that you've had an issue with your car purchase. If this issue has not been resolved please let me know the exact dealership that you've been working with and I will be happy to get in contact with them to see what your options are at this point.

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

Consumer Response:
Complaint: ********

I am rejecting this response because:
It took over 3 weeks for a response and in the response the person asked if my car had been fixed and if not to contact her with the information to the dealership in which I was having issues with. I clearly have noted the name, address, and phone number of the dealership in my complaint. I also stated what I would like to have done to rectify the situation which she mentioned nothing about. And note, on her message to me, she states to contact her with the information on the dealership but does not even leave an email address or phone number to contact her. I feel that Larry H. Miller has not taken this matter seriously and feel that I have been completely taken advantage of. Not only is my brand new car a lemon, but the customer service and the way I have been treated has been the worst I have ever experienced. I will never recommend a Chrysler or Larry H. Miller to anybody, in fact, will tell people about the horrible experience I have had with this company. I am also in contact with a lawyer and will try and get in contact with a news station to hear my story.
Sincerely,

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

Business Response:

******,

I apologize for the response early, I did notice that at the bottom the dealership address was listed.  You will need to contact the General Manager Mike M****** regarding the issue(s) that you have.  The dealerships are left up to our General Managers and he would be the one that would be able to discuss any reimbursement or options that are available to you.


Thank you.

Consumer Response:
Complaint: ********

I am rejecting this response because:
After talking with several employees at the dealership including the service manager, they have told me that they cannot do anything to help me with this issue. They told me that I would need to get a hold of someone at corporate. I feel that with this ongoing issue and through the complaints I have made not only to BBB, but to several of the main people at the dealership, that the GM should have reached out to me. Larry H. Miller was so helpful and hard working to sell this car to me but as soon as I started having issues with this car, they all turned their backs and said that they can't do anything to help. This is a true example of a business that cares nothing about their customers but only about the money.
Sincerely,

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

Business Response:

******,

Again I am sorry that you are having an ongoing issue with your purchase.  I also apologize that the dealership told you that you would need to handle your issue through our corporate office.  We do not have access to any of the contracts nor do we reimburse any monies from here.  Each dealership is ran by a general manager and he would be the one you need to talk with to discuss your options at this point.  You can contact Mike M******, general manager directly at ###-###-####.

Thank you.

Andrea L***

Miller Automotive Operations

Consumer Response:
Complaint: ********

I am rejecting this response because:

Mike M****** is not the general manager for Chrysler, he is the general manager for the Dodge dealership. Also I received an important safety recall letter in the mail a couple days ago which is my second one for this car not including all the transmission problems I've had. This one reads, that the Power Distribution Center electrical connector on my vehicle may have spread to electrical terminals. A spread to electrical terminals could cause intermittent electrical connections to certain electrical components. This may result in an engine stall or a shift to neutral event. Either of these conditions may cause crash without warning. FCA intends to repair my car free of charge. However, the parts required to provide a permanent remedy for this condition are currently not available. FCA will contact me with by mail, with a follow up recall notice, when the remedy parts are available. So what do I do in the meantime? I am a single parent of 3 girls and I HAVE to work. I refuse to put myself or my children in danger because of car that should have not only never been sold to me, but to many others who may be experiencing the same issues. What do I do!?

Sincerely,

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

3/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased my car, and after about a week the check engine light turned on. The salesman told me they would fix it, after bringing it in 3 times, they told me the light was faulty and that nothing was wrong. When it turned on for the fourth time, they told me that the whole transmission needed to be replaced. The salesman, and serviceman texted me saying they would take care of it, or buy the car back. After speaking with the manager, he told me there is nothing he can do.

Desired Settlement: I would like the car bought back, or have it fully repaired like I was promised (in writing).

Business Response:

Mrs. ******** purchased an as is/ how is vehicle from our dealership.  After looking into the issue, our general manager of that location made the decision to complete the needed service as a one time goodwill gesture towards the customer.

This issue has been resolved.

Thank you!

3/4/2016 Problems with Product/Service | Complaint Details Unavailable
3/3/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello, I am filing this complaint because of two bad experiences I had at this dealership involving ripping off the customer and not listening to the customer. My first bad experience was with Gonzalo M****** Invoice # ****** on 1/28/2015. I brought it an axle already removed from the car and bought a new CV boot from your Parts Dept for 36.10 plus tax. I was quoted $130 to change the boot on the axle and agreed to the deal and left it there. Upon picking it up on 1/30/2015 the price had gone up to $230 because changing the boot was harder than anticipated. Which is a lot higher than expected and quoted, especially for a part already removed from the vehicle. Does a total price of almost $270 for a cv boot replacement on an axle already removed from the car sound reasonable? Does raising the price without consent sound legit? I called around and was quoted $220 for the job from another shop just as a comparison after the fact and that's with parts and removal and replacement in the vehicle... My main complaint is with Invoice # ****** dated 1/4/2016 with service writer Tommy S******. He genuinely seem liked a nice guy and wanted to help after talking to him many times but he did not do anything I requested or diagnose or fix the problem in any way. He just charged me $350 to make the problem worse. I brought in the car with a misfire problem and specifically requested the ignition to be inspected (coils, wires, and igniter) utilizing an ignition scope and requested a master tech to look at it which seemed reasonable for a $350 diagnosis fee. I brought the car in with 4 check engine lights on (P0300, P0301, P0302, P0303) and left with 6 check engine lights on (P0300, P0301, P0302, P0303, P0330, P0171). The car had a brand new rebuilt engine which now could be permanently damaged as a result of incorrect testing procedures. I removed, rebuilt and installed the engine myself so I know this engine and vehicle inside and out. As an ex Toyota technician and now an engineer I already did all the basic tests any normal tech was going to perform which is why I requested a Master Tech in the first place because I was stumped. I had an aftermarket fuel pump in the car and a fuel pressure gauge installed on the car. So the first diagnosis was fuel pressure was too high; for break in purposes I agreed to have it changed back to stock and brought in the stock pump. Changing out the pump did make the engine run slightly smoother but in no way fixed any of the problems. I was told the $350 would be applied to any repairs made but I paid $115 extra for the fuel pump swap? I emphasized on multiple occasions I already tested hot and cold resistance of the injectors and they were within spec. I also checked resistance and voltage on the coils which were in spec but Toyota decided to only focused on the injectors instead of the ignition like I requested. They claimed to have removed cylinder 1 and 3 spark plug which is not possible without removing the factory TRD supercharger when in reality they only removed cylinder 2 spark plug which Tommy later confirmed over the phone. Their final diagnosis was fuel injector 3 was bad but every code was still present when I picked up the car indicating otherwise. I was told the drivability was greatly improved but it was exactly the same and I was told the car could be driven home but that was a huge mistake even trying. I was told one thing and then something different was documented that the car should be towed. The following weekend I bought another set of injectors and spent 4 hours removing and replacing the supercharger to get to the rear injectors with NO CHANGE in idle or drivability and all codes still present after resetting the computer (Yes I have an OBD2 scanner). Using my instincts and what I said all along to test I decided to just buy new coils and spark plug wires and spent another 4 hours removing and replacing the supercharger to access cylinder 1 and 3 and it 100% fixed the problem and eliminated of all codes. So now not only am I out $350 for a false diagnosis, I spent an addition $200 on a set of injectors I did not need based on the wrong diagnosis and cannot return since they are now used. If I had just spent the $350 in the first place on new coils and wires the problem would have been solved without needing to bring the car in and would have saved me an extra 8 hours of work. Instead I paid them $350 for a diagnosis and told them the exact problem and exactly what to check, to have my opinion overlooked and get mislead down another false path and ended up spending $850 ($500 more than I should have). Maybe the next step would be to contact the Bureau of Automotive Repair if a resolution cannot be reached. Overall Toyota has a lot of nice people but needs to follow directions better and demonstrate a more honest business practice. The deal was I would pay $350 for a correct diagnosis which I never received but they went ahead and kept my money anyways.

Desired Settlement: Refund the $350 diagnosis fee from 1/4/2016 and $100 overcharge from 1/30/2015

Business Response:

Mr. ************* brought in his vehicle into our service department for some assistance, he recently removed the axel and purchased a new boot. We agreed to terms of this install his price was discounted for the bench work repair to $230. 
Mr. ************* agreed and signed.  

Please note invoice #******.

Mr. *************s second visit to the dealership was to get a diagnosis on his engine light codes. Me ************* installed an aftermarket fuel pump. Please take a look at the invoices, as they document the issues that we encountered.

 

 

Irina K*******

Customer Retention Director

Consumer Response:
Complaint: ********

I am rejecting this response because:


"Irina K*******, Customer Retention Director" clearly did not read the complaint or investigate the problem accurately at all or attempt to resolve the issue at all. According to her statement almost doubling the price from $130 to $230 is considered a discounted rate for a $100 job. I did not sign anything until after I came to pick up the part and if I did not pay the higher amount my part would have been held until I did....


According to her statement regarding the 2nd issue I brought the car in to get my engine lights diagnosed. I clearly said I had an OBD2 scanner (that's the device to check engine lights FYI). The reason I brought the car in was to diagnose an ignition problem which I also clearly stated. It was me who told the dealer I had an aftermarket fuel pump and I even installed a fuel pressure gauge for their reference. I told the dealer changing to fuel pump back to stock would make no difference in fixing the ignition problem, but I agreed and brought the stock one in an allowed them to change it back which made no difference in fixing the problem as predicted. I brought the car in with 4 check engines lights but left with 6 (again clearly described in the original statement). I did not have a chance to see the car as I took the service writers word for it when I signed the papers about it being fixed and drive-able yet when I started the car the check engine light was flashing with 6 active codes and would not idle at all. The problem was worse than when the car was dropped off. I paid for a diagnosis and specifically told them what to look for but they decided to go a different direction with it and did not fix anything or give me any type of accurate diagnosis. I ended up fixing the problem on my own which was exactly what I said it was so why would I let you keep my stolen money?


I will be posting my this experience and response on google review and filing a complaint with the Attorney General now as well in an effort to get a response from a more qualified Customer Retention Director and to warn other people about this dealership and their false intentions and theft.


In life there is two types of profit: Honest Profit and Dishonest Profit. I think we know which type this company represents...

Sincerely,

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

3/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I originally went into Larry H. Miller Dodge on Feb 10th 2016 and spoke with a salesman by the name of Aj, I went in with my wife and looked at a couple of vehicles I may have been interested in we were treated very nicely by Aj and we told him that unfortunately we weren't ready to make any commitments at this time because we had to go pick up our children from daycare, he said it was fine and gave us his card should we want to come back in, we said thank you and politely left. Two days had passed I had been getting phone calls from Aj asking if I'd like to come back in and look at some vehicles, I thought about it and because of how well I was treated by AJ I decided to go take a look at what options were available. I went back in on Friday Feb 12, 2016 and was greeted by Aj who was excited to show me some vehicles, we went over a couple of the different vehicles and power options. I ended up deciding on a 2014 Dodge challenger and we discussed some numbers which I repeatedly said that I could not afford and after waiting there for hours not initially even thinking of purchasing a car was told that we couldn't work a deal around what numbers I wanted but that they would definitely find me a better interest rate and a lower monthly payment that I could live with, I told them ok and they said go ahead and take the car and enjoy it don't worry we'll get you a good deal, so I left thinking everything was ok. On Feb 16th 2016, I get a call from Luis in the finance department calling me saying we couldnt work out a deal and they now want me to add my wife on the contract to see if they could get me a better deal I say I don't know and they repeatedly reassure me that its just to see if they can get me a better deal and that they wont proceed with anything until she signs, I again am fooled I call them back after speaking to my wife and inform them that she doesn't want to be a part of this and Luis' attitude changes to insulting me and saying well we will see what we can do because someone who makes what you make usually cant afford a car like this yet when I originally went in they had no problem telling me we would find a deal and to take the vehicle, so I say ok i hope we can make this work and I specifically asked Luis so whats the worst case scenario and he specifically told me that worst case scenario I would return the car and I would be returned my 1000$ deposit. So I get another phone call from Luis later that day on Feb 16th 2016 telling me he has found me a better deal based on just me being on the loan and I asked what it was and he stated that he couldn't discuss it with me over the phone and to come in I said ok. I went in Feb 19, 2016 and was greeted again by AJ who went to find Luis in finance to go over the new terms and everyone was so helpful and kind then I went in to talk to Luis and I discussed with him before looking at the new contract that I had issues with the total price of the car and what I wanted my payments to be at again, he rudely stated that there was nothing he could do that he would no longer negotiate and then proceeded to ask me to sign a form saying I agreed to going into a new contract and moving forward, I didn't agree to the new contract and knew that it was out of my price range and that it would not be a good decision for me to move forward so I signed on the paperwork saying that I'd be returning the car he immediately told me I signed in the wrong spot and I said no I didn't I cannot afford this and I will be returning the car. Luis immediately got up rudely not saying one word left and came back 20 mins later stating that this random person was a sales manager and I said ok, the sales manager of which I didn't get his name asked me what was wrong I told him honestly that I could not afford these payments and that the new contract wouldn't work for me so I would need to return the vehicle unless we could make this work for both of us, he then rudely answered taking your payment down 87$ isnt helping you and I said no it isn't I can't afford this, he then asked are we going to be looking at another car ( it being 8:50pm now) I said no and he then very rudely stated ok well then your 1000$ is ours and I said why is that then he said you are not holding up to your end of the deal, I stated we had no deal you guys told me to take the vehicle and to not worry we would get this figured out and I said to Luis in front of the sales manager remember that you specifically told me worst case scenario I would return the vehicle and my 1000$ deposit would be returned, Luis then stated sorry I do what I'm told and I said so I'm being penalized for not signing into a contract I cannot afford and they said again that I wasn't holding up to my end of the bargain and that in order to get my 10004 deposit back I would have needed to return the car in a timely manner and I stated that they had told me to take ownership of the car and to enjoy it and not to worry now they are treating me horribly, and like garbage I asked if they could help me understand why they were keeping my money they said no sir I cannot you can go home and think it over and contact us if you have any other questions, I got up and left with no car and no money. I can't believe that I would be treated like this at no fault of my own this dealership and the name behind it claims they are about family and about fairness yet the second we couldn't make a deal they threw me out wouldn't help me and took my money on top of that. The whole time I treated them with respect and never raised my voice or did anything wrong for them to treat me this way, I'm not a rich man I'm a hard working man and father who is building my credit it wouldn't be beneficial to me or this dealership to sign a contract that I couldn't afford and for this I was penalized.

Desired Settlement: I would like Luis and Larry H. Miller to return my initial deposit and hold up to their word, Luis stated in front of the sales manager and in front of my wife that if we couldn't work out a deal that my deposit would be returned.

Business Response:

Mr. *****,

 

We are looking into this matter and hope to improve our customer service.

We recognize that customer service is a key asset to a successful business.  We feel we hire the best employees possible, however, we recognize there is always room for improvement.

 

After discussing this with Jonathan A*******, our GM of this specific dealership, he is more than happy to refund your deposit.  You can contact him directly at ###-###-####.

 

We sincerely apologize for the inconvenience and thank you for taking the time to pass along your experience.   It’s customers like you that help us improve our organization. We hope you will come and visit us again soon.

 

 

Regards,

Sami W*******

Executive Assistant

Miller Automotive Operations

2/24/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I purchased a new vehicle on February 06, 2016 and were told that our old loan for the vehicle we were trading in would be paid off in 7-10 days. Well, its now been 17 days and my old loan servicer has sent us to Collections as the debit has not been paid. Mind you, they sold my old car the next day without the old loan even being satisfied. Not only are we getting harassed with collection calls about a loan for a vehicle we no longer own, but there are late charges that are being assessed. In addition, our refund for GAP and Warranty is getting eaten away by their lack of payment and costing us money that we never had to pay.

Desired Settlement: At this point, the payoff needs to be made to satisfied the outstanding balance. In addition, we need reimbursement for late charges and any other amounts that our GAP/Warranty covered due to their lack of paying the loan off in time.

Business Response:

In speaking with our General Manager of that location, Mark M****, it is my understanding that this is an issue that will need to be resolved with Wells Fargo.  Mark is going to assist the customer once they provide him with the contact information for the bank.

Thank you!

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

2/17/2016 Problems with Product/Service
2/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I took our Chrysler 300 to Larry H Miller in Riverdale because the car had a leak which appeared to be a small oil leak and the steering wheel made a noise when turned. We sched. an appt. and dropped the vehicle on the date and time scheduled. Later that day we called to get a diagnosis. Turned out we needed new hoses for the small leak and the boot in the steering wheel needed to be lubed. At least that's what we were told. We were told that the hoses needed to be ordered and they should be in within 2-3 business days. The wheel was lubed and we decided to have an oil change done as well. After the oil had been changed and the wheel lubed we picked up the car and took it home. That was on a Thursday. I was told By Casey the guy who was in charge of my vehicle that the hoses were coming from Colorado and that we should have them by Saturday. On Saturday I never received a call so I called them to get an update. No one returned my call. So my husband called and finally was told the hoses came but they brought the wrong ones. He spoke to a manager at that time he said as soon as they get here you guys will be high priority we can have them put in the car within a couple hours and i'll see what I can do as far as the money you spent on labor since the car was not fixed properly, but we should have them in another 2- 3 days, to my surprise the steering wheel started making the same sound again so I told the gentleman I spoke to about the situation and he said no problem sin we "fixed" it we'll take a look at it again when you bring the car in to get the hoses replaced. well 4 days later I was getting a little frustrated so I called them and was scheduled for 3 days out! Ya I was a high priority all right! Not to mention no one ever bothered to call me to tell the hoses had come. Anyway I specifically told them while my car is there someone needs to look at the steering wheel you lubed because it's making the same sound again. We dropped the car off the a.m. of the appt. we didn't hear from anyone all day. so I called to get an update but no one answered so I left a voivemail. Finally about 3 to 4 hrs. later I received a phone call stating your car is ready to be picked up. I said ok so what is the final verdict on the steering wheel? The guy says to me oh I don't know let me find out. I was on hold for a good 4 mins. when he comes back on he says no one looked at it, give me a few minutes and i'll call you back. he finally calls me back at 450 pm that night and says the boot needs to be replaced. I said your kidding?! How did they not know it was that bad the first time?? He said I'm sorry but I don't know. He said I will order the part today and put you high priority and get you in and out as soon as the part gets here. I said I paid you people 50 some dollars for labor this is bogus plus you have been giving me the run around! He said well Casey in charge of your vehicle and he is not here so ill relay all this to him and have him call you. Here I am 1 business wk. and 3 business days later and still haven't heard a word. So I called Larry H today 2/8/16 to find out what the heck was going on and the guy still does not have my part!! He just ordered it today I was very angry at this point and I said I can not believe you would treat your customers this way ok so are you going to apply what I spent for labor toward the labor that is needed to do what was supposed to be done in the first place? And he said I can't do that I don't know why they didn't replace it to begin with it was pretty but it's not my fault. I said I want to speak to a manager he replies sure but he's never here if you really want to you can leave a voicemail and maybe he'll call you back!! I left a voicemail but who knows they may never call be back they didn't before. I don't care if these guys work in a garage there is no reason to treat paying customers this way! I'm very displeased with treatment I received and the service was horrible!!!!!! They lost a customer for life!!! Larry H Miller Riverdale service center should be ashamed! I want to encourage everyone who reads this to stay away from the service department at Larry H Miller in riverdale they will rip you off. And their mechanics are obviously not experienced enough to know what needs to be fixed!!

Desired Settlement: I want the money I spent on lube and labor back! They ripped me off they knew very well the boot was to worn! The mechanic said it should have been done to begin with! So know Larry H is making this my problem!! $60.00

Business Response:

Dear Mrs. **********,

I would love to discuss your issue with you.  I am sure there is some miss-communication that can be cleared up:

·         I can see by the service record that we recommended the hoses be replaced.  I have not checked with our parts department but it does happen from time to time that these parts arrive incorrectly.  In some cases this error is made by the manufacture and occasionally it is our error. I am not sure of this situation, but it sounds like from your letter this problem has been solved.

·         When we repair vehicles under warranty we are required to follow the policies of the manufacture.  We have a service bulletin issued by Chrysler that tells us to lube the steering gear before replacing the boot.  This is exactly what we did.  When a mechanic performs this repair he is not able to physically see the boot.  If the problem still exist then we are permitted to replace the boot.  In our experience, lubing solves most to the cases.  It is also possible that both lubing the steering gear and replacing the boot will not eliminate the noise and we are then permitted to continue to diagnose the problem.

It is unfair to accuse us of trying to “rip you off”.  There is no motivation for us to not replace a boot if we knew it was bad.  Why would we do this?  We were simply following the process.  It would have been wrong for us to charge you for a more expensive boot before trying the lube first.

I was also told that we offered to apply the labor we charged for the lube, to replacing the boot.  This seems fair.

·         I would welcome the opportunity to have dialog with you on this issue.  I am not perfect, but I always return phone calls and have not heard from you yet.  I am also confused about the comment that we are never here.  It is true that our Service Manger, Darren, does not work Saturdays, but we are both here and available to answer any questions.

Regards,

Troy B******

General Manager

Consumer Response:
Complaint: ********

I am rejecting this response because:

Sincerely,

****** ********** I am choosing to not accept this response because I understand that mistakes happen, but my point is no one ever bothered to call me, or return my phone calls! I called several times and left several voicemails and everyone went unanswered. There is no excuse for this! Yes you did talk to my husband 2 weeks ago, you stated to him the same thing in your response, you also stated that you have a service member call us first thing Monday Feb 1st, to put us high priority and no one ever called, which is why I called Friday Feb 5th to find out what was going on. I called but all I got was voicemail which no one ever bothered to return my call. Monday Feb 8th I called again to find out what was going on this time I got someone because I told them I refused to hang up until someone came on the line! Someone finally did and he acted like he didn't even care and like I was wasting his time. He said the part still had not been ordered and that he had no idea what I was talking about regarding the comp. and that it was not his fault. I demanded a manager at that time, and he responded by saying i'll forward you there but he's probably not in anyway. So I left a voicemail for him. I left all my information but never heard anything back! Which is why I reached out to BBB for help. Just today my husband and I both made attempts to contact you and you still have not returned my phone call. I don't have time for this all I want is to be treated with respect and I want what you promised! Plain and simple!! I'm surprised that after all this you or your service center still haven't made an attempt to contact me even after we both called you this a.m. ! My number again is ********** My name is ****** and my huband is *****.

Business Response:

This has been resolved.  The customer has an appointment to have this taken care of on Monday.

 

Thank you!

Consumer Response:
Better Business Bureau: This matter was resolved beyond my expectations. I wish this was something that didn't have to be escalated to this point, but I really wanted to thank zack b****** for taking the reigns on an unknown situation  and todd for working it out. My car was fixed as promised by the date promised Thanks!

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

2/13/2016 Problems with Product/Service
2/8/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased my brand new 2013 RX350 from LHM Lexus of Murray on 9/8/12. After 3 years/30,000 miles of use my car started to have a smelly order from the vents. I changed the cabin filter hoping this would go away, IT DIDN'T. Since it's still under warranty 4 yrs/50,000 miles I took it into the dealership of where I purchased it for service. Here's Lexus position on this matter: "This is a known issue from Lexus, but unfortunately we do not have a fix. All I can offer you is to change out the cabin filter and advise you to keep the car from recirculating the cabin air. Oh, and we're very sorry about this." I have since driven another 2K miles but can no longer stand the sour dampy smell. I feel it's probably making me sick with respiratory problems. Research online confirms that Lexus has known about this issue for awhile and the response from others is the same. The problem is with the condenser Lexus puts into their vehicle not having proper drainage therefore, mildew from the moisture starts to grow on it. I have explained my situation to LHM Lexus of Murray and tried to get into contact with the Sales Manager there but have not gotten a return phone call. I've have also contacted Lexus corporate about this issue but I'm not feeling confident as they seem to have the same cookie cutter answer as the dealership.

Desired Settlement: I want Lexus to take ownership that they have a defective condenser in my car and replace it like they advertise in their bumper to bumper warranty.

Business Response:

The dealership has spoken with Mr. **** and the issue has been resolved to his satisfaction.  He has agreed to drop the complaint with the BBB. 

 

Thank you!

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** ****

2/4/2016 Problems with Product/Service
2/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have done an appraisal with Victor at the Larry H miller Body collision center of Murray. I filed a claim with my car insurance and the check was mailed in error to the body shop Larry h Miller body collision in Murray Utah. My car insurance ******* sent the check to them in my husbands's name ***** ****** and the Larry H miller Body collision. because they tought since we got the appraisal there that we would fix our car there. we chose to fix it somewhere else. the manager and top manager Tiffany o Stephanie was very mean to us. she took 1/2 hour to received us. she refused to sign the check that it didn't belong to Larry H miller body collision, I asked her to show me the policy where it says this rule, she never did, treated me and my husbad ***** ******with no respect and humillitaion and racism in her part. I hope that she can show me the written policy in regards to this matter and apologize to me in person.

Desired Settlement: I would like to receive a person in person apology to us. I would like the manager Stephanie, tiffany to show me the policy where she cannot sign the check which brought to my husband ***** ****** and I a huge stress and overwhelmed situation. I hope that if she can compensate in any way this treatment to customers. we bought a car to Larry H miller Toyota 2016 corolla car and this is unfair that they treat us with not respect, humiliation and racism because we are Spanish people.

Business Response: I apologize if you felt that Tiffany was being rude to you, but she was following protocol.  As your own insurance company stated (please see attached email) we are accepting reported income when we sign the check.  We did not perform work on your vehicle, therefore, we cannot accept the liability.   I am sorry that you had to wait for Tiffany when you came in, but you were informed when you called that morning that we would not be able to sign the check because we didn’t perform the work.  When you arrived Tiffany was busy helping another customer.  There was no personal malice involved in Tiffany’s decision. The real confusion seems to be with fact that your insurance company was under the assumption that we were repairing your car.  Based on the email it appears that you were able to both get your car repaired and receive a corrected check from ******* Insurance. 

Thank you,

Kasey W******

General Manager

LHM Chevrolet Murray

Consumer Response:


Complaint: ********

I am rejecting this response because:
I didn't get in writing about this policy  that Tiffany cannot sign the check, at the beginning she told me she is the Top boss of the company Larry H Miller Body Collision center of Murray.

she wasn't nice to us ***** ******  and myself ********* ****, is it because we are Spanish people?

when we got our first check for our car insurance with *******.  it was in the name of my husband ***** ****** and Toyota financing department.

we went to Toyota financing department and they were glad to sign the check for us with any inconvenience.

we got an appraisal in body collision center of murray Larry H Miller and we didn't want to do the service there.

Tiffany the top boss said she couldn't sign the check .  she misteriusly talked with my claim adjuster ****** at ******* through emails to find out who sign the first check?

why would she do that? is she doubting we are robbers?

customer always right, I didn't feel that top boss tiffany gave us a fair high customer service. we deserve an apology since she yelled at us in front of her employees.

treat us as criminals.

an we should see the written policy, thank you

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

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

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

1/26/2016 Guarantee/Warranty Issues
1/26/2016 Problems with Product/Service
1/25/2016 Problems with Product/Service
1/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a used truck from LHM ford 12/6/15 and when purchased the dealership knew of a repair of the glow plug relay which they agreed to fix. Financing had to be finalized before the repair could be done and originally that included a warranty on the drive train and transmission but we had to go back to sign papers 12/9/15 because they wouldn't finance the warranty. Once financed they repaired the glow plug relay.12/15/15 was when it made it to the shop for repairs. Once replaced, the glow plugs stared burning out so they decided to replace all the glow plugs as well. My sales man told us that they had to take apart the suspension to get to the plugs and that's why it was taking so long to repair. We finally got possession of the truck the night of 12/18/15 after we had to resign paperwork again due to the something missed the first time around. Four days later (12/22/15) my wife was pulling out of a parking space at a store, she lost control to steer and break all of a sudden with power steering fluid gushing out everywhere. Thank god she didn't make it to the freeway yet, otherwise she could have lost her life if it happened ten min later. We went to the dealership to have it towed back for repairs and ask about how it could have happened and even our salesman said it sounds like they didnt put it back together right. Because it was the week of christmas, we couldn't get an answer about what happened or how its getting fixed til after the holiday. 12/28/15 was when we finally got the call informing us that several bolts in the steering box under the steering column had snapped in half. They said the repair was going to be around $1300 and they would pay for half, which is nice of them, but i don't see how this issue was caused in the less then 100 miles i drove on the truck. They told us this could have happened 3 week or several years from now and has nothing to do with the previous repair but i know from experience, suspension and steering are related and 1/2 inch bolts don't just snap. This truck does have a lift and bigger wheels which we were told would make the truck a better truck then normal yet now that this new problem has come up its because of those things. since having the truck towed on 12/22/15 we have gotten the run around about whats wrong, why its wrong, who's calling who, where its at, who's working on it, or if they've even looked at it. Ford called us to tell us whats wrong and about agreeing to pay half yet we called chevrolete where the truck is actually getting repaired and they told us they haven't even looked at it yet. 12/28/15 4:45pm they just called us to tell us the technician recommended to ford the head gasket and the cooling system needed to be looked at and no one has or has even mentioned it needs looked at. also that they planned on just sending it to auction but because we asked about it they pushed it

Desired Settlement: i want out of the sale and contract and my trade in back

Business Response:

Mr. ****** purchased his vehicle “As Is” with  the dealership agreeing to repair the glow plug which was failing. Since we do not have the level of Chevrolet calibration equipment as a Ford dealer we chose to send the truck to the closest Chevrolet dealership for the glow plug installation which after diagnosis was determined that all of the glow plugs should be replaced not just the failed one. This more extensive repair was still at no cost to the customer. After returning the truck it developed a steering issue which due to the age of the truck (13 years old) the part had to be special ordered. The part is expected to arrive January 13, 2016 in which it will be installed and the vehicle will be returned to the buyer. Again as a gesture of good faith we agreed to split the cost of the steering repair versus leaving the repair totally at the expense of the buyer. We anticipate no further problems.

 

Thank you,

Tony S******

Larry H. Miller Super Ford – Salt Lake City

1/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a vehicle from LHM and they did not disclose to us that the vehicle had been involved in 3 previous accidents. One of the accidents in which it was involved in, resulted in the car being immersed in water while they owned it. As a result of their misrepresentation/non-disclosure, the vehicles resale value is significantly less than it should be. LHM should never have sold a vehicle to us that had this extent of damage and in so doing, their misrepresentation has resulted in a significant financial loss for us.

Desired Settlement: We request that LHM purchase the vehicle from us for the price we paid for it.

Business Response:

I spoke with this customer on Friday the 8th.  It looks like there was a discrepancy on the Carfax that appeared in October of 2014, 5 months after she purchased the vehicle.  The Carfax is reporting the vehicle was in an accident in Idaho in April of 2014,  This is when we had the vehicle in inventory in Sandy Utah.  We have contacted Carfax to research their report.  It is our belief that the Carfax is incorrect and that the vehicle was never in an accident in Idaho.  According to our records the vehicle was owned locally in Sandy Utah before being traded in and resold to the customer who lives in Idaho now.  We certified the vehicle prior to selling it and no indication of it being in any recent accident was ever noted. 

I told the customer we would be contacting Carfax and I would let her know the results of the investigation as soon as we heard back from them.  Also I offered to purchase the vehicle back from her for current market value.  She said that she would wait to hear what the results were from Carfax.

 

 

Thanks,

Cory N********

General Manger

LHM Chrysler Jeep Dodge Ram Sandy

1/15/2016 Problems with Product/Service
1/15/2016 Problems with Product/Service | Complaint Details Unavailable
1/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2009 BMW 328XI from these guys on July 8th. The car seemed to drive fine and me being a fool and trusting this business, I didn't request a CarFax. Fast forward to last week, I was thinking about trading it in because my payment was really high and not working out for me. I got a letter from another dealership advertising a special, went in and they pulled a CarFax on my car and come to find out my car had been in an undisclosed incident to where the airbags had been deployed and my car was worth 6-8.5k. I owe 20k on this car. The price of the vehicle alone according to my contract was 17,779.41. I'm out over 16k on this car. They're a business with zero integrity, and no morals. I can't believe they are selling unsafe, ruined cars for extreme prices.

Desired Settlement: Im surrendering this car this week and I'd like it removed from my credit.

Business Response:

*******,

I am sorry to hear that you're experiencing issues with one of our dealerships.  I reached out to Jonathan who is one of the managers at our Used Car Supermarket in Sandy.  I made him aware of your situation and he would like you assist you in resolving this issue.  He left you a voicemail this morning.  If I can be of further assistance please let me know.

Thank you,

Sami W*******

Executive Assistant

Miller Automotive Operations

Consumer Response:
Complaint: ********

I am rejecting this response because:

  I spoke to Jonathan from the Murray Used Car Supermarket today. I told him what was going on and all he said is that he wished I would've called him first, before I took my car back to the bank. The reason I took it back to the bank is because I didn't feel like I could trust the dealership to give me honest answers or put me into a vehicle that was safe and not keep me liable for the absolutely ridiculous negative equity on the BMW. When I very first got the car, the brakes were bad and they couldn't even fix them. Unfortunately, they didn't start squealing until 2 days later. If they wouldn't have even done a simple brake job on a car I just bought, I felt they surely couldn't be trusted to fix this horrible situation. I've purchased a new car and am communicating with the bank who financed the BMW. I am aware that in surrendering the vehicle, I will be held responsible for the deificency. That is what I don't want. I think it's ridiculous that someone still has to pay for something that is clearly not even worth half of what's owed. There is no integrity at this business. And if I would've even read one of the dealerships reviews online, I never would've stepped foot into this trap. I am not the first and certainly won't be the last to go through this. Once I get the amount of the deficiency, I will retain a lawyer and get it settled. 

Sincerely,

******* ****

12/23/2015 Problems with Product/Service | Complaint Details Unavailable
12/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a brand new 2015 chrysler 200s and have had it a little over a year. It has been in service 6 times since. First time there was several issues including two recalls and the main issue I brought it in for wasn't even fixed. So I brought it back. They fixed it but after a few days, I had the same issue so I brought it back a third time. They say it went out this time cause I hit a curb. The wheel beating should have never went out anyways and that's not why it went out. After several conversations I brought it in for a fourth time and they fixed it. 2 weeks or so later, my car wouldn't start and had several error messages. My service advisor said it was a wiring harness recall. So they towed it in and told me it wasn't due to the recall but the BCM. I took it home and the next day it did the same thing. It went back to the dealership for service. This time they told me it was the battery which is impossible because after 3 hours of error messages it started up.

Desired Settlement: but I called to complain 3 times and 3 times a manager w the escalation team was supposed to get back to me. I want them to give me a New replacement, or at least extend my warranty for years to come

Business Response:

*******,

I'm sorry to hear you're experiencing issues at one of our dealerships.  Unfortunately your message didn't indicate which location you are experiencing these problems at.  Will you please specify which dealership it is so I can look into it?

 

Thank you,

Sami W*******

Executive Assistant

Miller Automotive Operations

Consumer Response:
Complaint: ********

I am rejecting this response because:

The dealership was Larry h miller in Avondale 5 times and Chapman once. 
My car should have never seen the service department for years.


Sincerely,

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

Business Response:

*******,

This is a complaint that would need to go directly to Chrysler. I believe it is their escalation team that you are referring to and it would be them who would handle any replacements and/ or extended warranties. Please let me know if you have any questions.

Thank you,

Sami W*******

Executive Assistant

Miller Automotive Operations

12/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My 2006 Toyota Solara was taken to Larry Miller Toyota Service on Friday evening, Nov 13th after having some minor R side panel body work done at the Larry Miller Collision/Body facility at my request to have an oil and inspection service done there. When he drove the car to the service facility( approx 2 blocks) L M agent from the bodywork location, Nick, contacted me and said that he drove the car there and he noted a R front tire that was very low on tread, and a some roughness of ride and probably from the wheel area. L M service started the inspection and oil change the next morning. I was called by Mike, the service agent, and was told the inspection revealed a number of issues (break shoes, boots, rack an pinion steering column, bushings, etc, totaling approx $6000.00). I told Mike that is surprising as I have had no issue with the car at all except for noting some mild roughness of ride seeming to be coming from the front wheel area. I told him to only domplete the ois service, I would come and get the car that morning and have a second opinion done by another auto service specialist. I went to LM Service, talked to the service agent, Mike, got the printout of all the issues they allege, paid for the oil service and left. When I drove the car out of their lot, I noticed move noise and bumpiness to the ride not present before. I turned on to the expressway, 1 block from the LM lot and proceeded back to work. While driving on the expressway, the noise got very loud, car started rattling, shaking, acceleration was extremely sluggish and minimally responsive. I called service agent, Mike, and told him of my problem with the car. I got back to work, ( I was on call for emergencies at the hospital and had to get there), I pulled in to the parking structure and the car stopped on me. I let it sit for about 5 min. Turned it on, again the loud noise and shaking, but was able to drive it 30 feet and pull it into a parking slot. I then called back to LM and talked to service agent, Mike, and told him of the severe problem with the car. He said nothing was done to the car but the oil change and inspection and all the problems found which he said was all visual inspection and nothing else was touched. I told him something happened there as this car has never driven so badly, not ever. He said have it towed in. I told him I will have an independent auto service specialist come out and evaluate this first. I also called Rick, the LR body repair agent who drove the car to the service building, and he said the car had no such issues when he drove it there on Fri evening and drove without problems. The specialist came out to evaluate the car the next day, Nov 15th whilie I was still on call. I came out, he turned the car on and the loud noise and shaking and pounding started. He opened the hood and said the motor was severely damaged. He said the oil signal on the dash was lit and red, checked the oil level, it was ok. As the L M Service was closed on Sunday. I called L M agent, Mike, 3 times left 2 messages for him to call me on Monday. Then I called to speak with the serfice manager, Rick D****, explained the problem, he said to call Valley Towing and have the car towed back to LM service. He said it would be paid by LM only if they found it to be a problem they caused. I also drove to the LM service, talked to Rick D****, he said it would take one half hour to evaluate the car. I returned to his office 45 min later. He said that the motor was damaged. He said the tech working on the car on Sat said the oil in my car was dirty and sludge. That was never indicated on the inspection and work printout, it only mentioned oil and filter change done and no other description. I explained that something must have happened while my car was there on Fri or Sat morning that caused the motor problem, human errors do occassionally happen in all industries, as I have never had any evidence of a motor problem until I drove it off LM lot. He said they could locate another motor on Tues, but I would have to pay all the costs. I said, the problem occured wihile my car was in the care of LM and something happened to it there and they need to take responsibility here. He said L M would not. I said I would arrange to deal with this further and investigate my options with the car. I left, they closed immediately as it was 6:00. I reviewed the service print out. I decided to have Rick D**** give me an ammended report stating the tech found dirty and sludgy oil. Within 10 min, everyone in the service, incl Rick D**** were gone and no one was available. I called and left a message on the LM service voice mail for Rick D**** that I wnted an ammended report of the inspection/oil change printout to state they found sludgy oil in my car. I have never had a motor problem with any car I have ever owned. I have owned an Audi for 15 years, a BMW for 17 years and never, ever had a motor problem.

Desired Settlement: Larry Miller Toyota Service to replace my damaged motor with a new motor. As I have never, ever had a motor problem with any car I have owned . ( I have previously owned a BMW 17 years, Audi for 15 years and never had a motor problem)

Business Response:

Hi ******,

I'm sorry to hear your experiencing issues with one of our dealerships. In speaking with the General Manager Rick, after being towed in, the oil level was full with no signs of any leaks. The engine had spun bearing and needed a new motor and there was oil sludge present. A sample of the oil has been sent to Valvoline for inspection. According to carfax, the previous oil change that was completed on the vehicle was on 2/26/2007 at 26,196 miles so we're assuming up until now the maintenance on the vehicle was done independently.

The dealership has found that the problems you're experiencing at this time are not in result from the oil change and visual inspection that was completed by our service department. We are happy to help replace the engine but it's not a cost that the dealership will cover. Rick has given you a price on the engine replacement as well as offered to assist with trading it in at trade in value.

Thank you,

Sami W*******

Executive Assistant

Miller Automotive Operations

Consumer Response:


Complaint: ********

I am rejecting this response because:

Sincerely,

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

I have consulted with specialist who say that, if there was a problem with the oil and sludge, it would have been seen with the oil change done on Nov 14 in Toyota's service dept. Again, IF there was aproblem with oil sludge, it would have been seen with the oil filter change.  3 days after the event, the service manager sent me a picture of a very dirty oil filter which he proposed came from my car.  If that filter was that dirty, then it should have been been investigated further since a possible engine problem could be a resulting catastrophe.  They took great effort to inspect about 8 other areas to come up with about $6,000.00 of work/money to be extracted from me for work on my car.  Their printout of the service on Nov 14, verifies this list and that only an oil and filter change was done.   None of items listes for a total of approximately $6,000  were critical.  BUT, they failed to inform me of a problem with the oil, which could have been seen at the oil inspection.  And their neglect to mention the oil problem, caused my damaged motor.  If they had informed me of this problem with the oil/ filter, clearly I would have had them remedy this immediately.  There are serveral viable and effective treatment options for this and of course, they know this.  But that was not a high dollar repair service and so that was ignored as the service department was more interested in racking up a high dollar sales service/repair charge so their receipts were higher, near the holidays.  It was their neglect to inform me of this, if this was the problem, their lack of concern for and non interest in doing a good job, being informative, transparant and concerned about maintaining car health, especially in critical areas, caused the fatal event of my car.

My car has been serviced regularly by outside specialists and I have had multiple discussions with an automotive/aerospace analysts who has analyzed many autos for the industry and written analyses.  Their opinions were both that the oil problem could have and should have been seen and addressed, not ignored and neglected.

Toyota has had a class action law suit involving their cars developing an oil sludge problem, I believe back in 2002 - 2007 (not sure of the dates) and was ordered to make a multimillion dollar settlement.  Toyota also at that time claimed:

 1.  It was the fault of the car owner who did not get oil changes, even though these owners said they did get oil changes.   They ,again, today are attempting to make that claim with me now.  ANSWER :   I have had many oil changes and service inspections.  I have had my service checks at Larry Miller more recently than their last claim at 27,000 miles.

2.  The oil sludge problem was not the fault of Toyota cars.   BUT, they settled the class action law suit payment of multimillions,  to go to owners for damaged Toyota motors replacements . 

Toyota was very much aware of the inherent oil sludge problem with their cars.  They still neglected to inform me of the oil problem and the possible resulting engine  damage and failure if not remedied.  They allowed me to drive the car and suffer the engine failure.  Toyota had a DUTY to evaluate this issue with my car, since they produced what they say was my dirty oil filter.  They neglected to do this.  So, I have suffered the same motor damage that millions of their car owners have in the past.  I have had no problems with my car engine before taking it to Larry Miller Toyota servicing on night of Nov 13.  My car engine failure IS the fault of Larry Miller Toyota and they should replace my damaged motor with a new motor, at no cost to me.  I again mention:  I have had an Audi car for 15 years , no  motor problems; I have had a BMW and, again, never had any motor problems. 

Toyota needs to own-up to their responsibility, since they were legally forced to do this for millions of Toyota owners just recently.

I still request that Larry Miller Toyota replace my motor with a new motor, their responsibility and cost.

Business Response:

******,

I understand your frustration; however, we stand behind the general managers decision and believe the dealership has done their due diligence.  If you have further questions or concerns you will need to contact Jay directly at ###-###-####.

Thank you,

Sami W*******

Executive Assistant

Miller Automotive Operations

Consumer Response:
Complaint: ********

I am rejecting this response because:Larry Miller IS negligent in not informing me of what they considered a problem with my oil until after the engine failed.  They could have prevented this problem.  They need to replace my motor.  Their negligence is shameful on this large international corporation.  They have a history of many neglectful acts on large scales that have harmed the public (ie "unintended acceleration, Takata, etc"). Larry Miller needs to do the right thing and replacce a motor they caused damage to by their neglect.  They should not be able to abuse consumers as they would like to.  They don't even present any factual information to the BBB.  They basically are ignoring the BBB and feel that it is of no value to Toyota and they don't care what is on line at BBB for others to see.  They... just... don't... care.

Sincerely,

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

12/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife ***** ***** brought our Toyota Prius V to LHM for prepaid service under a service contract on April 28, 2015. The Service Advisor, Jane N*****, took advantage of my wife by selling her completely unnecessary services for a transmission flush, fuel injection service, and brake system flush. These services are outside of those recommended by Toyota for the age/mileage/use of this vehicle. The cost of the service was $418.42.

Business Response:

********,

I apologize that you're experiencing issues with one of our dealerships.  At 39,960 miles ***** was advised on maintenance that should be done at 30,000 miles.  She signed the work order authorizing the work to be done and was quoted $416.00.  The repair total came to $418.42.  Per *****'s request, the dealership completed the maintenance.  Please let me know if you have any questions.

Thank you,

Sami W*******

Executive Assistant

Miller Automotive Operations

Consumer Response:
Complaint: ********

I am rejecting this response because:

The response from the dealership is completely unacceptable and demonstrates that LHM is engaged in reprehensible, unethical business practices. Simply put - LHM took advantage of my wife, *****, in my absence. 

LHM’s Service Advisor convinced ***** that over $500 in unnecessary maintenance was required.  LHM performed needless maintenance that is unsupported by Toyota’s Maintenance Schedule and is totally inconsistent with the mileage, age, and usage of our 2012 Prius V. Another Toyota Dealership has confirmed that is indeed the case. Furthermore, it is inexcusable that LHM management fully supports its Service Advisor’s unscrupulous actions and Toyota’s Customer Experience Center defers this matter back to LHM without recourse. It is a complete breach of our confidence.

Consequently, we will never use LHM Maintenance Services again, and we would never consider buying another vehicle from a LHM dealership. Although we are mostly satisfied with the Prius, we are seriously considering not purchasing a Toyota vehicle again due this utterly negative experience and the resulting dissatisfaction and frustration.

Since LHM refuses to refund our money or to make any concession whatsoever regarding this deplorable event, we are compelled to communicate their appalling practices to all who might benefit from such caution.


Sincerely,

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

11/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This dealership advertised a vehicle that I purchased as a Certified Used Vehicle. Their Certified Used Vehicle guarantee ensures that the vehicle has been inspected and has no issues in over a 100 different areas. I have a copy of the pamphlet that outlines those areas. The 2014 Grand Jeep Cherokee that I purchased pulled severely to the right and had a nail in the rear passenger side tire. After I purchased the vehicle an error appeared on the screen stating that I needed to take it into the dealership. I took it to the Larry H Miller dealership in Riverdale in which they found 7 different updates and recalls that should have been done prior to the other dealership selling me the vehicle. They stated that it is their policy and guarantee that should have been done before I took ownership of the vehicle. I have spent several hours off work and many hours driving back and forth to the dealership and waiting for them to "fix" the problem with the tire and front end alignment issue. While addressing the tire issue I was lied to by the sales department about whether or not the tire was repairable or if it needed to be replaced. I was told by the service department that the tire could NOT be repaired and that I would need to replace all four tires. The sales department told me that the service department was lying and just wanted me to have to pay for 4 new tires. After seeking the expert opinion of a tire specialist about the damage to the tire, they stated that the tire could NOT be repaired because of the location of the nail and that if it was "repaired" it could result in a blowout.

Desired Settlement: Those involved in completing the process for inspecting the vehicle and ensuring that it meets all of the Certified Used Vehicle promises should be held accountable. The sales department should be held accountable for lying about the ability to repair the tire. I would like to be compensated for my time off work, travel back and forth to the dealership and my personal time that was required to address the issues with my vehicle that should have been taken care of before the vehicle was placed on the lot as a Certified Used Vehicle.

Business Response:

****** contacted our office and I had Greg, our Senior Vice President over this particular dealership reach out to her.  To my knowledge, this issue has been resolved.  If ****** has any further questions or concerns, she can contact Greg directly at ###-###-####.

 

Thank you,

Sami W*******   

Executive Assistant

Miller Automotive Operations

11/23/2015 Problems with Product/Service | Complaint Details Unavailable
11/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: wants the issues with my car resloved just purchased the car in 7/30 and need brkaes dont have key to tires and want me to pay for it Ive taken my car to get serviced 4x and every time I get it bacvk something is wrong. fog light broken out on front right side The car was never certified.

Desired Settlement: want a lock key for my wheels which was never provided want brakes replaced becuase pying 18k for car and should not be replacing brakes 3 months after purchase and want fog light fixed

Business Response:

Hi ****,

I'm sorry to hear that you're experiencing issues at one of our dealerships.  In speaking with the manager at that location, according to the vehicles file, it was indeed certified.  At the time of certification, the breaks read 5/8ths which is well above the certification level.  On 9/5/2015 they read 5/7ths.  The dealership is willing to re-check your breaks for you.  They will also provide you with a wheel lock key.

If the light bulb in the fog light is burnt out, they will replace it as a courtesy for you.  However, if the fog light is cracked or broken, that would be the result of a rock hitting it. 

Please let me know if you have any further issues or concerns.

 

Thank you,

Sami W*******

Executive Assistant

Miller Automotive Operations

 

 

11/18/2015 Problems with Product/Service | Complaint Details Unavailable
11/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 04/27/2015 Purchased A 2009 VW Passat and Waited a Day for “inspection” to be completed: Upon inquiry I was told in writing “we make sure we inspect them properly prior to their sale” I was shown a fraudulent Carfax report: Larry H. Miller sales people showed me what they represented as a clean Carfax on that vehicle. In addition to the Carfax they assured me if there were any problems Larry H. Miller Ford would take care of them. After 4 Weeks during an oil Change at Larry H. Miller, The Inspection Declared “Everything was Fine”: I noticed the car pulled to both sides at highway speeds: But since the inspection was “Everything was fine” I didn’t worry. Pulling Got So Bad the Car Jerked Dramatically To Both Sides Brought Back to Larry H .Miller Ford and was told: “Sorry we know nothing about Volkswagens” Independent VW Repair Said “This was Critical”: “The passenger lower A arm Bolt is not tight and almost fallen out. This could cause a terrible accident if it fell all the way out” He said there was only an inch left on a 4 inch bolt… Very obvious. Nissan Dealer Ran Carfax and showed the car had structural damage: I had so many other problems in the past few months that I decided to just trade it in. When they showed me the proper Carfax I was shocked at how I was fooled at Larry H. Miller.

Desired Settlement: I would like the money that I was cheated out of. Since the car may have been unsafe to drive I have traded it in for something safer but bow I am in thousands of dollars of debt because of the loss on the trade.

Business Response:

I'm sorry that you have had an issue with one of our dealerships.  In order to better asssit you, can you please specify which dealership you purchased the vehicle from?

Thank you. 

Consumer Response:
Complaint: ********
Hi sorry I am not sure how to send a response message to the business.  I wish to reply to their message and tell them that the dealership that the incident took place at was the Larry H. Miller Ford in Provo, UT.

How do I send them a response?

Sincerely,

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

Business Response: I received a certified letter from our customer ****** ******** about his purchase of 2009 VW Passat  . I called Mr. ******** to invite him  to our dealership. On his arrival I  appraised his VW which he drove 12800 miles in 5 months.  we made a  fair offer to trade him out the VW but he wanted to return the car and get his money back. I explained to him that  all the used cars are sold as is no warranty and we don’t take any cars back but we will be happy to trade him out of the VW. He told me that he will think about the offer and let me know but he never contacted me again.

  

Shah C*******

General Sales Manager

1995 North University Parkway | Provo UT 84604

11/10/2015 Problems with Product/Service
11/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I traded in my 2004 Chevy Tahoe to this dealership on July 29, 2015 for a 2014 KIA Sorento. At the time of sale, it was disclosed that a 100 pt inspection was done AND the vehicle was driven 40 miles BEFORE it was released for sale on their lot. Within 24 hours of driving my KIA off the lot, the steering column had a grinding noise. I took the vehicle back within 36 hours of leaving the lot. It took over 2 weeks to get my vehicle back from the dealership, AND I found out they didn't do the emissions/inspections, oil change and their disclosed inspection until August 7, 2015. I spoke with the manager of that location, Brandon R***. I have never been treated SO horribly by any professional in my life. Well, until I spoke with Travis J****** on 11/5/2015. Brandon R*** NEVER apologized to me and was actually very disrespectful and condescending throughout the whole ordeal. When my husband got involved, he dropped his tone and spoke to HIM with more respect than he ever did with me. It took 14 days to get my car back from the dealership. I contacted their HR dept in regards to how unprofessional Brandon R*** was. I spoke with Andrea. I was told Brandon R*** no longer works for LHM. I received a letter from the DMV on 11/4/15 indicating my Tahoe was in an accident 9/16/15 and it was uninsured. I called the DMV, that Tahoe is still registered in my name and I now have to go to a hearing to prove I sold the vehicle. However, on my bill of sale, LHM put my trade in as a 1998 K1500! The 2004 Chevy Tahoe was NOT listed. I am facing losing my license because of this dealerships negligence. I spoke with the 'owner' Travis J****** today. He was more rude that Brandon R***. This dealership is shady and they DO NOT know how to treat people. A big name dealer should have better practices than this. I don't think this was just a fluke, I feel like other people out there have been screwed over by this dealership as well.

Desired Settlement: I really just want the issue with the DMV resolved and refund for the extended warranty I purchased.

Business Response:

****,

I'm sorry to hear that you're experiencing a problem with one of our dealerships.  I've contacted Travis J******, the General Manager at our Used Supermarket location.  He informed me that the dealership is handling this issue.  He's been in contact with you and will continue to keep you informed.  If you have any questions please contact him directly.

Thank you,

Sami W*******

Executive Assistant

Miller Automotive Operations

Consumer Response: I have been in contact with Travis J****** ONCE! On a phone call yesterday. He was THE rudest person I have ever spoken with. He is a bully and laughed at me AND hung up on me!! He will tell you I have spoke with him 'several' times before yesterday, which is a lie. I have had contact with a Brandon R***, who just happens to sound EXACTLY like him on the phone, so unless they are the same person, I have NEVER personally spoke with him until yesterday. He is not working on it. He has not kept in contact with me. He can contact me in regards to the issues if he wants. I have had contact with Jonathan V** ******* at the dealership. Travis is too chicken to own up to his bullying and call me back! I want an apology from him. I would prefer someone ABOVE him contact me as he is extremely unprofessional and rude. He is very argumentative and defensive, there is no reason to fight about this. I just want a resolution. I expect more integrity and manners from an 'owner'. The amount of time I have taken away from my personal life and my job to deal with this dealerships errors is unacceptable and ridiculous.

11/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Larry Miller VW in Avondale AZ, offer me to purchase an oil change service for $150.00 (good for 3 oil changes). I had purchase this in the past and never had issues using it as I was doing oil changes every 5k miles on my vehicle. About a year and a half back, Larry Miller Service department ask me to bring in my vehicle every 10k miles rather than 5k miles, as this was recommended by the manufacture. I asked about my oil changes expiring and they said it was fine. Larry Miller VW new that I was hardly putting 15k miles a year on my vehicle since they had all my service records for previous years now. However, today 10/30, I was trying to schedule my last oil change service that I had purchase (3 for the price of $150) and they said it had expire. I ask how did this happen and they just simply blew me off by saying I'm sorry but that's the way it works and call this 1.800 #. I was upset and decided to call the number the service guy ask me to call. When I dialed this number and spoke to someone there. they referred me back to Larry Miller VW and ask to speak with a service manager. I called back again the person I spoke with said that the service manager was busy and their was nothing he could do, without him looking at my service records or even speaking with me regarding my matter. I'm requesting that they full fill my last oil change just as it was sold to me with that promise by one of their service reps (he no longer works for Larry Miller VW). I feel like I have been taking advantage by not being explain that this service they sell expires and knowing that I hardly put any mile son my vehicle. This is like a bait to take my money and not full filling the rest.

Desired Settlement: I request they full fill the last oil change as they promise initially or refund me my money that I paid.

Business Response: The dealership has addressed the issue with the customer, completed the 3rd purchased oil change and believe the matter to be resolved.

Thank you,

Sami W*******

Executive Assistant

Miller Automotive Operations

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

10/31/2015 Problems with Product/Service
10/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On July 3, 2015, my husband and I went into Larry H. Miller Used Car Supermarket to try and trade in our car and purchase a truck. The salesperson we had, Tony, got along with my husband because they happen to both be military. Tony didn't seem to know a lot of answers to our questions, I'm guessing he was new, so he had to ask a lot of questions from Wendy. She let us know she was also military and we all discussed it to no end. We had said over and over again that we had absolutely no money to put as a down payment, then Wendy came up with the idea that we had a warranty on the vehicle we were trading in and we could use that refund for a down payment, I specifically said a number of times throughout this conversation that we wouldn't agree to do it unless we would get back over $2000. She ran the numbers based on my paperwork, then again i said only if that is right, she went and double checked with the finance manager and he agreed with the number which was over $2000, i believe she said about $2100-$2200 would be what i would receive as a refund check and could then use as a down payment. She also told me I would be receiving two separate checks in the mail within two weeks, one smaller and one a larger amount. Four weeks had gone by before i received the first check, waiting and waiting and finally numerous phone calls and trips to the dealer later did we find out that the $1200 check that we received was the only check we would be receiving. Not only was Wendy's and the manager's math off, it gets worse. My husband had been in touch with a manager Dan because prior to this situation, it had taken them two weeks to give us the actual truck after purchase, we hadn't received a military discount and the service was terrible ( I wrote a review online with all these details and only then did they fix the contract and apologize). My husband had called Dan and explained the situation about Wendy not giving us the right information about the check, he said "Oh, I thought that was all taken care of already", and "well, do you have a credit card". Going back and forth with my husband explaining that we shouldn't pay that when we were sold the car under false pretense, Dan says "I'll call you back". He never returned that phone call and today, October 5th, we received a bill that states we owe $2000. I have already written one bad review for this company, I have already posted to social media how horrible the service was with purchasing, I am now finding out how many people have problems with Larry H. Miller, no matter what location. We bought this vehicle with the understanding that the check we received back as a refund from the previous warranty would be our down payment. We only received $1200, so i feel that we should not pay $2000, but only the $1200. I obviously can not resolve anything with the dealer location we purchased from since even the manager clearly can't be bothered to return phone calls.

Desired Settlement: The only reason we signed the paper to purchase was because Wendy guaranteed the amount we would receive as a warranty refund check, since the amount she calculated was incorrect, I will pay only the amount we actually received.

Business Response:

I'm sorry to hear that you had an unpleasant experience at one of our dealerships.  You stated that you visited our Used Car Supermarket, could you please specify which one so I can look into this?

Thank you,

Sami W*******

Executive Assistant

LHM Automotive Operations

Consumer Response:
Complaint: ********

I am rejecting this response because: It seems as though their "response" is indicating that they have not fully read the complaint I filed.  When filing the complaint I had to pick the location where I purchased that vehicle and the people who I had dealt with at that particular dealership.  Also, their response was one sentence long and offered no resolution, no phone number and no e-mail for further contact. 

Sincerely,

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

Business Response:

******,

I apologize you feel that your complaint was not read as I did not intend for that to be the case.

"On July 3, 2015, my husband and I went into Larry H. Miller Used Car Supermarket" was what you had stated in your original email. We have 5 Used Car Supermarkets within our group and the specific dealership was not listed in the original complaint that I received. We also have over 5,000 employees in our group that can sometimes work between several locations so with out last names it is hard to pinpoint a specific employee at a dealership.

Once I have the exact location I would be happy to look into this issue further for you.

Thank you,

Sami W*******

Executive Assistant

Miller Automotive Operations

Consumer Response:  I need to apologize then because when I filled out the complaint I had to pick the specific location, so I assumed you would have gotten that part of it as well. The address of the location is : 5212 Freeway Park Drive. Riverdale, Utah
Complaint: ********

I am rejecting this response because:

Sincerely,

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

Business Response:

Mr and Mrs ******* traded into us a Buick Enclave that they owed more to the bank than what the vehicle was worth. We helped them out as much as we could and allowed them $****** towards the $****** payoff they had and told them the bank would most likely require them to come up with at least 1/2 of that deficit. We negotiated with them to come up with $2,000 and the rest would be added to the new loan. It was discussed that they did have warranty cancellations from the previous dealership and that whatever they received from those could go towards that amount. We instructed them that they would have to cancel any warranties with the other dealership due to the fact that they did not purchase it from us and that was solely on them. We agreed to hold the $2000 check for a month to give them time to cancel those and come up with any additional funds. On July 20th Mr ******* called and asked us to hold the check a while longer because they had not received any of the refunds back. I agreed to hold it another week. I E-mailed Mr ******* on Aug 4th asking if it was ok to cash the check and he mentioned they had received one check so far but not the entire amount. I emailed again on Aug 13 and Mr ******* responded "I am not sure what is taking so long or who I can even call to see where it is." I did not hear any more from Mr ******* until the first of September when he informed us his check had bounced and he wanted to pay us only $1200. I discussed with him that the entire balance needed to be paid and gave him several options for paying it including paying the $1200 at that time and working out payment options for the remaining balance. He insisted then he would only pay the $1200. I discussed this with the office and was told the check was out for collections and at that time to leave it to them. I did not receive any other messages or emails from Mr ******* after that. As of this date he has not brought in any of the amount due.

 

Dan S****

General Sales Manager

Larry H. Miller UCS Riverdale

Consumer Response:
Complaint: ********

I am rejecting this response because:
That is not the conversation that took place. We did not agree to "come up" with the rest of the $2000. The entire $2000 down payment would be paid with the said refund that we would be getting back. That's it. That's the point. We told Wendy and Anthony that we had no down payment, absolutely no down payment. She is the one who came up with the refund to be our down payment, she came up with the number. She stated initially that she would take care of everything, which she did not. I had to do it. She said there would be two checks, so i gave her a non dated check and she said they would try to cash it in two weeks. When The refund check hadn't arrived, I informed them of this. We informed them when we received the "first" check of $1200. They said well let us know when the second one comes in. later we found out there was never going to be a second check. I never agreed to pay money out of pocket for this vehicle.   I didn't calculate the refund amount, Wendy did. I agreed that if that was the refund amount, that would be the down payment. Dan had sad at one point he thought it was taken care of, so they never tried to cash the check i gave them, so it never bounced. Also, the only response he gave was "well that's your problem" and "do you have a credit card".   I am so frustrated that this is even happening right now. I have since brought my vehicle in because the windows aren't working properly and found out that my four year full warranty does not cover electrical problems. It is just one thing after another with this company and I honestly regret ever buying a vehicle from there.  I feel that i should only have to pay the $1200 since i was lied to since the beginning. The only reason we did this is because of the refund check. I will gladly pay what i got back as the refund. That was the agreement. 
Sincerely,

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

10/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Saturday October 10th 2015 roughly 7:00 PM, after about 2 days, roughly 4-5 hours of total negotiating a purchase price, I was offered an incentive of 60 months or 100k miles of extended warranty, GAP insurance and a year of Maintenance If I signed. After I had agreed to the incentives, for which I would not pay for, I was pushed through finance to sign papers, one after the other. After I got home, I looked over the paperwork and I was charged for those incentives. I contacted John B**** who handled the Financing and he would not rectify the situation. He said I agreed to financing those incentives. I asked where is the sheet with the incentives that I agreed to and the paper suddenly disappeared.

Desired Settlement: I would like the total amount of the incentives Subtracted and keep she incentives as I was promised for signing.

Business Response:

I'm sorry to hear that you had a poor experience at one of our dealerships.  In speaking with Glenn, our General Manager, he stated that you have been given back your trade in and the deal was unwound. 

Thank you,

Sami W*******

Executive Assistant

Miller Automotive Operations

10/22/2015 Problems with Product/Service
10/22/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently bought a car from this consumer and they lied about the minimum payment and interest rate they charged me 100 more then what car is worth I got screwed. If you in could help me I would appreciate it

Desired Settlement: I would like to take the car bacl

Business Response:

I'm sorry to hear you're having an issue with one of our dealerships.  Unfortunately I’m not able to rescind a contract.  You will need to contact the General Manager of the dealership directly to look at what options are available to you at this point.

Thank you,

Sami W*******

Executive Assistant

Miller Automotive Operations

10/21/2015 Problems with Product/Service
10/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 7/25/2015 my husband, **** and myself traded in my 2013 VW Jetta for a 2012 Ford Fusion and Larry H Miller re-financed our 2011 Dodge Ram 3500 truck. From the beginning we have had nothing but problems with the car. Larry H Miller did not disclose to us that this car had been in an accident involving the passenger front fender. When we did the test drive I noticed that there was a vibration in the front and Marcus assured me that it just needed the rotors turned and all would be well. I was on the freeway a couple of days later bringing the car back to get the rotors turned and had to brake quickly and the car did not slow down. The car was vibrating really bad requiring me to veer to the side to avoid a crash but did stop before hitting the car in front of me. I called and spoke with Marcus and Larry h miller turned the rotors, checked the brakes and alignment. It was when I picked up the car that Marcus stated to me that the service department did not do a full 180 point inspection before they put the car on the lot to be sold, they had stated they were to busy. The car should of never been on the lot before it had been checked and deemed safe to drive. I ran a car fax on my own and that is when I discovered that the car had been in an accident. Marcus told me I should have asked him and he could of told me that. I told him he should of said that first thing! I was very upset and felt I had been deceived. I have my kids in this car and did not feel safe. Come to find out the passenger front headlight does not work. It has a short in the wiring or something. We just noticed about a week ago that the headlight was out. My husband replaced the headlight bulb and it still does not work. I truly feel like this car needs a thorough inspection making sure the front end is sound, fixing the headlight and any other issues the front end may have. Every time I call there I get the run around. No one wants to take accountability for putting a car out for sale before it was deemed safe. As far as the truck goes, we have had nothing but problems trying to get this truck licensed and plates. We have been trying for 2 months to get this taken care of. About a month ago they had **** take the truck back up to them for an inspection. They stated that was what they were waiting on. Now they are claiming they never had to register this truck because it was a refinance. Our temp tag has expired and we do not have the new plates to put on the truck. Larry H Miller told us the old plates were no longer good since they did the refinance for us .Now today they are telling us since it was a refinance the old plates are still good, that the registration never changed but they charged me for tax, title, license, doc fee etc. in the refinance. This was not a new car purchase. We do not feel Larry H Miller and its management has done their best to resolve any issues that we have had. Dates dealership contacted: July 25, July 31, August 22, September 19 and Sept 21

Desired Settlement: We would like the car fully inspected top to bottom, the front passenger headlight fixed, and the front bumper fixed. For the truck: Larry H Miller owes us $4,103.45 for the fees associated with a new purchase vs. the refinance they did for us and we need confirmation that the old plates are the legal plates for the truck.

Business Response:

I am sorry that your experience at are Used Car Trucks and Imports was not the experience that you had hoped for.  We appreciate you letting us know of your situation and I will make sure that our General Manager is aware of your situation.  At this time if you are looking for a new inspection or monies you feel owed to you, you will need to contact the dealership directly.  I do not have access to the contracts or the paperwork associated with your purchase and those things would come directly from the dealership itself and not our corporate office.  You can contact Trevor R****** who is our general sales manager at that location and he will be able to assist you further.

Thank you.

Andrea L***

Miller Automotive Operations

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

I have spoken with Trevor R****** several times along with Lance S****. We have been getting calls from the secretary and Vern that make no sense and no one can answer my questions. I spoke with Trevor on Monday and he told me he would get back with me. As of right now I have not heard back from him. I feel like Larry H Miller Corporate Office needs to forward this complaint to him and discuss with him how to assist a customer and follow through on expectations.

I will not recommend any Larry H Miller location to any of my family or friends. Buying a car is stressful enough especially when you are going through tough circumstances. We went to Larry H Miller trying to reduce our monthly payments to better our financial situation and we definitely would of been better off doing business with another company that has integrity.

Sincerely,

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

Business Response:

In speaking with Trevor, this issue has been resolved. Please contact the dealership directly if you feel that there are still issues need in need of a resolution.

Thank you,

Sami W*******

Executive Assistant

Miller Automotive Operations

 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Because of Lance at the dealership and Cody at the service department taking the time to address my concerns and really look at my car to resolve these issues. Thank you to them for a job well done! 
Sincerely,

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

10/9/2015 Advertising/Sales Issues
10/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 06/29/15 I purchased a 2015 Toyota Rav4 from Larry Miller Toyota. On their website (I have a screen shot) it lists the vehicle comes with a "Desert Protection Package." This package includes wheel locks and tailgate locks for an additional $898.00. I refused to pay for this package even though the items were or should have been on the vehicle at time of purchase. During the buying process I was informed verbally by Manager Darrin D******** that as a part of my deal I would receive these items without spending the additional money as they were on the vehicle. On 07/17/15 I contacted Larry Miller Toyota via their website inquiring as to what wheel locks and tailgate locks are. These item were not on the vehicle I purchased as stated. I assumed wheel locks were special lug nuts and this was correct. A tailgate lock was a lock for a pickup truck tailgate. My vehicle did not come with either one of these items. After several emails back and forth with Larry Miller Toyota I asked how they would install a tailgate lock on a hatchback vehicle? They stated I had a point. What I asked for was the wheel locks which I believe I am entitled to as they should have been on the vehicle when purchased and another item of equal value as the tailgate lock as one cannot be installed on a Rav4. I was told no unless I purchased the Desert Protection Package. I am writing today as all of the Rav4s listed on Larry Miller's website state that these items are included in the "Desert Protection Package. So how many people purchase this package and did not get what they paid for? I have the email string between myself and Larry Miller Toyota if needed. Larry Miller Toyota has sold tens, hundreds, or maybe thousands of tailgate locks for a Rav4 and never delivered the item. Thank you for your time with this issue.

Desired Settlement: Provide wheel locks and store credit in the amount of a tailgate lock.

Business Response:

*******,

I am sorry to hear that you've had an issue with your vehicle purchase.  Please contact our General Manager Jay C***** regarding these issues and he will be able to assist you further.  Each dealership and the decisions at those locations are left up to our General Managers.  He will be able to provide assistance regarding the items you are requesting.

 

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

Consumer Response:  
Complaint: ********

I am rejecting this response because: I have spoken to Jay C*****. (After I called three times as he did not return my messages.) Mr. C***** stated that I was not due these items as they did not pertain to my vehicle. I tried to explain that they may not pertain to my vehicle but the purchaser was being charged for these items and not receiving them as they were listed on the desert protection package. I went on to explain that Darrin D******** was willing to provide these items as long as I paid for them until I told him a tailgate lock could not work on a Rav4. Mr. C***** then stated in the fine print on their website it stated these items listed in the desert protection package may not apply to all vehicles. Mr. D******** must not be aware of this fine print as he would have told me. I reviewed the website today and I see no such print. I also noticed that the wheel locks and tailgate lock are no longer listed in the desert protection package for the Rav4. Since my initial complaint I have changed the factory wheels and lug nuts with locks. (I was told that wheel locks would not fit on my steel wheels.) I am requesting a dealership credit in the amount that these two items would cost and what amount would be charged to install them. I do not wish to go to arbitration as the $75.00 cost would just negate the dealership credit. I was unable to attach the screen shot of the desert protection package and the string of emails between Mr. D******** and myself but I do have them and can send them in via fax or to an email address.br />
Sincerely,

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

Business Response:

*******,

Again I am sorry that this has been an ongoing issue for you.  Unfortunately, the decision to reimburse and monies would be up to our General Manager Jay C*****.  If you are unable to contact him directly you can contact his customer service representative Irina K******* and she will be able to assist you further.

Thank you.

Consumer Response:  
Complaint: ********

I am rejecting this response because: This is not a response. I have spoken to Mr. C***** and he is not addressing the issue. Do they not have a record of this conversation? I explained the issue to Mr. C***** but I don't think he was listening. According to Mr. D********, the items listed in the desert protection package were on my vehicle and even though I did not pay for them Mr. D******** stated they would stay on my vehicle as part of the purchasing deal. Only after I investigated this issue did I find that the wheel locks and tailgate lock was not on my vehicle. I understand that a tailgate lock cannot be put onto a Rav4 but this dealership did not know it until I pointed it out to them. I am due compensation as these items should have been on my vehicle as listed or not listed at all. Every RAV4 listed on Larry Miller Toyota's website at the time of my purchase listed the two above items as part of the desert protection package. How many of these packages have customers paid for and did not receive the entire package as listed? Again I have a saved screen shot of the website listing these two items as they have now removed them.

Sincerely,

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

Business Response:

*******,

Again I am sorry that this has been an ongoing issue for you.  Unfortunately, the decision to reimburse and monies would be up to our General Manager Jay C*****.  If you are unable to contact him directly you can contact his customer service representative Irina K******* and she will be able to assist you further.

Thank you.

Consumer Response:  
Complaint: ********

I am rejecting this response because: I have contacted Mr. C***** by phone on this issue as I have stated before. Having me contact him again does what? If you wish to contact me you have my contact information. Let's resolve this issue and move on with life. All of your responses have been to contact Mr. C*****. This is not a response that is going to resolve any issues as it did not the first time. Dealing with this dealership has been and continues to be frustrating. All I get is the run around. Give me what is rightful mine as it should have been on the vehicle I purchased at the time of delivery as stated by Mr. D********. Your website states that your staff are very knowledgeable about the products you sell but as my issue shows, this is not true. Your website listed equipment for my vehicle that could not be used on my vehicle and charged for it. All of my issues and requests are listed on the prior communications to your company via personal mails from me and through the BBB. Give me a true response and a solution to this issue once and for all. contacted

Sincerely,

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

Business Response:

*******,

 I am sorry that this has been an ongoing issue for you.  Unfortunately, the decision to reimburse and monies would be up to our General Manager Jay C*****.  We do not reimburse through our corporate office that comes directly from the dealership.  Again, you will need to contact Jay C***** for any reimbursement.

Thank you.

Business Response:

Yes. Please contact Jay C***** our General Manager to provide clarification for this.  To my knowledge there wasn't a resolution offered but an explanation to what this gentleman's concern was. You can contact him directly at ###-###-####.

Thank you.

 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
None of the responses were satisfactory. I did call Mr. C***** on 10/01/15 again and we were able to come to a resolution in this matter. He provide me with a $300.00 gift certificate to his dealership. This was sent by UPS and I received it over the weekend.
Sincerely,

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

10/3/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I went in to the dealership with my husband where they tried to convince me to purchase a vehicle out of my price range. They wanted my 2006 Dodge Durango Hemi and they played with the numbers for hours and stating they were going to lose money on this deal just to get me purchase it. They finally gave me the payments I was looking for which was $300 per month max and sent me on to finance. Finance took our information and had us sign a large amount of paperwork and said they had everything they needed from us and sent us on our way attempting to send us with the vehicle that same day. We declined to take the vehicle and left it with them another week as they installed a DVD player as agreed. The car was purchased on Aug 8 and we received the car about Aug 13 with an extra warranty we purchased. We noticed the car made noises once we picked it up and contacted the dealer to fix it. They took the vehicle in and told us they would handle it. They called us in stating the bank would not accept the terms and we needed to come in to accept an interest rate 0.3% higher and that nothing else had changed. We agreed and signed it. Days later we got a call from the salesman saying they want more money. We declined to talk to him frustrated with the situation. After about a month of not using the vehicle due to it being in their shop they finally delivered it to us. We drove it and found that though it had improved it was not fixed. We contacted the dealer again about the issue and they said that we could bring it in again but they were going to send us to collections if we didn't pay $2600.

Desired Settlement: We would like them to fix the vehicle which the extra warranty covers and stop hassling us about more money. We gave the finance personnel everything he asked for and we don't feel it is right that they harass us for more money because they incurred more expenses.

Business Response:

*****,

I am sorry to hear that your experience was not the one you had hoped for.  While we are able to negotiate pricing for our customers once a contract leaves the dealership for a lending institution it is completely up to the lender to decide the terms of a contract.  They are the ones that decide what they will and won't fund, the interest rate and payments.  We realize it can be a frustrating situation and we certainly will do what we can to accommodate our customers as best we can during this process.  As far as any additional repairs on the vehicle you will need to contact the dealership directly.  We leave our dealerships and the decision regarding those stores up to them and he would be the one that would need to decide if they are in a position with the vehicle to do any additional repairs.  You did not state the exact dealership it was that you purchased the vehicle through but if you can I would be happy to get you his information.

Thank you.
Andrea L***

Miller Automotive Operations

Consumer Response:  
Complaint: ********

I am rejecting this response because: it does not provide a solution. The exact dealership was mentioned in the original complaint as the Larry H Miller Used Car Supermarket in Sandy. My vehicle was dropped off today again to attempt to fix the issue. 

Sincerely,

***** ****

Business Response:

*****,  I am sorry that I didn't have the dealership information from your previous complaint but I did attach what I originally received from the Better Business Bureau so that you could see that a dealership was not listed.  I have spoken with the dealership and I do apologize that you have had some frustration and repairs with your vehicle.  It is my understanding that there was an original agreement of a $2600 down payment which was not collected at the time the contract was signed.  The vehicle needed some work done so it was left and they were told they would get the down payment when the vehicle was picked up.  The repairs for the first visit and the current service being done are being covered by the dealership as a good will.  However, the dealership has still not received the original down payment amount of $2600 and it will be sent to collections for that reason.  Ephraim W******* was the point of contact at the dealership and if there is any further issues it will need to be directed through him.


Customer Information:
***** * ****
** *** ******
Salt Lake City , UT 84165
Daytime Phone: ###-###-####
Evening Phone: ###-###-####
E-mail: ***********@gmail.com


The details of this matter are as follows:

Complaint Involves:
Selling Practices 

Customer’s Statement of the Problem:
I went in to the dealership with my husband where they tried to convince me to purchase a vehicle out of my price range. They wanted my 2006 Dodge Durango Hemi and they played with the numbers for hours and stating they were going to lose money on this deal just to get me purchase it. They finally gave me the payments I was looking for which was $300 per month max and sent me on to finance. Finance took our information and had us sign a large amount of paperwork and said they had everything they needed from us and sent us on our way attempting to send us with the vehicle that same day. We declined to take the vehicle and left it with them another week as they installed a DVD player as agreed. The car was purchased on Aug 8 and we received the car about Aug 13 with an extra warranty we purchased. We noticed the car made noises once we picked it up and contacted the dealer to fix it. They took the vehicle in and told us they would handle it. They called us in stating the bank would not accept the terms and we needed to come in to accept an interest rate 0.3% higher and that nothing else had changed. We agreed and signed it. Days later we got a call from the salesman saying they want more money. We declined to talk to him frustrated with the situation. After about a month of not using the vehicle due to it being in their shop they finally delivered it to us. We drove it and found that though it had improved it was not fixed. We contacted the dealer again about the issue and they said that we could bring it in again but they were going to send us to collections if we didn't pay $2600.

Complaint Background:
Product/Service:
 Vehicle Purchase
Purchase Date:
 8/8/2015
Problem Occurred:
 8/14/2015
Model:
 Expedition EL
Account Number:
 Contract
Order Number:
 
Talked to Company:
 8/14/2015
Talked to Company (2nd):
 8/22/2015
Talked to Company (3rd):
 9/22/2015

Name of Salesperson:
JJ  
Purchase Price:
$24583.63
Disputed Amount:
$2600.00 

Desired Settlement:  
                    
We would like them to fix the vehicle which the extra warranty covers and stop hassling us about more money. We gave the finance personnel everything he asked for and we don't feel it is right that they harass us for more money because they incurred more expenses.
  

10/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: There was a recall on a front end stable bar on my dodge 2008 truck I contacted dodge dealer on told them my front end was shaking so bad I would have to pull off the road and stops he front end from shaking. It took 9 months to get the recall part fixed in that time it wore out my ball joints from the recall part. I had the front end Alind 4 times because my tires were wearing on the inside of the tires this has distributed 4 new tires. I have talked to the dealer ship they told me to call 800-Chrysler and they would take care of the problem when I called the number they told me all they are going to replaced is the recall part and nothing else. I asked them if the recall part causes damage to other parts they would not replace they replayed no.

Desired Settlement: Do repair caused by recalled parts and replaced tires

Business Response:

****,

I'm sorry to hear that you've had an issue getting a recall part replaced on your vehicle.  Often times when there is recall by a manufacturer we are left in position of waiting on the part or parts to become available to the dealership and our customers.  I can't say this was the specific case for your situation but since the dealership did have you contact Chrysler it does sound as if this were the case.  Unfortunately, paying for the wear on your tires would need to be addressed with Chrysler.  if they are unwilling to cover the cost it would be my suggestion to contact the service manager and see if there is anything they can do to assist with the cost.  The decision to cover costs would be left up to the Service Manager and the General Manger of the dealership.  I would assume by your address that you visited our Riverdale location so you would need to contact Darren E****, service manager or Troy B******, general manager.

Thank you.

Andrea L***

Miller Automotive Operations

10/1/2015 Problems with Product/Service
10/1/2015 Advertising/Sales Issues
10/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: While on vacation and out of state, I decided to purchase a new car. Knowing it was the end of the model season, I didn’t feel that I could wait until I got back to Arizona to purchase a 2015. On Aug 11, 2015 at 12:54pm via email and phone I had an agreement to purchase a 2015 Camry LE, VIN #1: ***************** with Elvis J******. At that time I authorized a $5,000 deposit on my credit card and sent my credit info which was approved--if not I was willing to pay cash. Elvis agreed to drive the car to the back of the lot and give me the mileage since I didn't want anyone test driving my car before I got back to AZ. Although we had a deal, Elvis was not providing the info that he promised. Aug 13, at 11:25am I sent another email stating "I still haven't seen an invoice with our agreed upon price, VIN # and current mileage on the car yet. Although I know you must be working on it, because I saw the credit card charge..." Finally on Aug 13, 2015 at 1:38pm Elvis responded with "I have attached a breakdown of the Camry I am getting for you. The VIN is on the breakdown. I will try to get mileage for you as soon as possible." Note, this time I received a different VIN. Now VIN #2: *****************. No explanation on why a different vehicle than the one I had agreed to, but fortunately it was the same color and interior that I wanted and there was only a very slight difference in the options (the cargo net). I arrived home from vacation early than originally planned, early morning on Aug 15th. I wanted to pick up my new car ASAP, only now I was told by Elvis that he didn't have it yet because it was coming from Yuma!??!? All this time, Elvis had led me to believe that he had it on his lot. I bought a car he didn't even have! Now I had to wait an additional 4 days to pick up my car. I arrived at my appointed date and time, Aug 18th at 11am, to pick up my car. Now, shockingly, Elvis said he had bad news. He said the car had been sold by the Yuma dealer. He was apologetic, and ask me what I wanted to do. But I was just stunned. I did look at the remaining Camry's on the LHM lot, but there were no 2015 LE's left at this late date. Which is why I chose to purchase over the phone while in Oregon. In fact, there were no Camry LE's in Parisian Night left in Arizona. I really wish I had just walked away from your dealership at this point, however Larry H Miller was my dealership for servicing my Corolla and was only 3 miles from my home. Therefore I decided to give Elvis a chance to try to rectify the situation. I asked Elvis if he could get my same color car shipped in from another state, even if I had to pay for the freight. Elvis said that there were two of these vehicles with slightly different options at their sister company in Albuquerque NM and he could arrange to have one shipped here for $450. I told Elvis how incredibly worried I was it would not get here - just like the other car(s) didn't. Even though it wasn’t my fault that LHM didn’t deliver on the first 2 cars I agreed to purchase, I told Elvis that getting a Parisian color LE was worth $500 to me. I told Elvis on Aug 18 around 2pm that if the price was the same (plus $450 freight) to go ahead and arrange to it have it shipped here, but that it was CRITICAL that I be kept informed of my car's status all along the way, even if that meant daily updates. I waited all afternoon and evening to find out whether I could get either of those Albuquerque vehicles, but no update from Elvis. I still have no idea if I was getting another car or not. On Aug 19 at 7:19am I wrote to Elvis: “The more I think about this, the more upset I become. We had a deal, you provided me with the VIN # and took a $5,000 deposit. I had no idea you were selling me a car that you didn't have. Thank goodness I came to town earlier than I originally anticipated. Each day that goes by, my options for another vehicle become more and more limited. Right now, nothing is more important to me than resolving my car (lack of) situation. I need to know ASAP what my options are with Larry H Miller Toyota regarding a Camry, availability and price. Please text or email me today as soon as you have some info, and I will stop whatever I am doing and call you back as soon as I can." On Aug 19 at 2:46pm Elvis sent me this in an email, subject: "BLANK" "We are waiting to hear back from ALBQ about the Camry and which one we can get. Here are the VINS on each. I have already set up shipping and now just waiting to hear which they are going to let us have. This is a sister company and we should have answer soon. Thank you so much for your patience and I am continuing to make this my priority. My inventory mgr has been frustrated with me because I am always asking and asking. ***************** ***************** " On Aug 19 at 4:25pm I responded, subject: "BLANK" This email doesn't tell me anything. It's just some VIN #'s. Am I getting the Parisian Night / Black interior car? If not, what are my options? If so, when exactly? How can I be sure that this time I will actually get the car? As I mentioned before, the longer this is delayed the worse this situation gets for ME, as there is limited availability for 2015 Carmry LE's. It is now the second day since I been informed that the vehicle that I purchased from Larry H Miller Toyota is suddenly not available. I am getting very concerned that we are making no progress on resolution of this problem. Is it time to escalate the situation to higher level manager at Larry H Miller Toyota (maybe a regional manager)? On Aug 19 at 4:56pm Elvis sent a revised invoice that included the $450 shipping costs for VIN ***************** On Thur Aug 20 at 5:44pm Elvis texted the following message to me: "Doing my daily check in. Everything is still going going great. We see that the scheduled pickup is this weekend for a drop off this coming Wednesday." On Sat Aug 22 at 4:33pm Elvis texted the following message to me: "Daily checkin. Inventory mgr is tellling me pickup should be today or early tomorrow. Still a go for Wednesday." (Just a repeat of what he sent a couple of days ago, I want to know when it is physically on the truck and can no longer be sold to someone else. I want the facts like Bill Of Lading # and delivery date.) On Mon Aug 24 at 4:14pm (after waiting ALL weekend and ALL DAY Monday for Elvis to confirm that my car had been shipped as scheduled), I finally text him the following: "Can you confirm that my car was actually shipped this weekend? And is still expected here on Weds." (Again, as usual, no response from Elvis) On Tues Aug 25 at 10:08am Elvis texted the following message to me: "Sorry I was MIA the last 2 days with flu. I am back today and have already texted my inventory mgr." (Yet another response from Elvis that doesn't didn't tell me anything.) After YET ANOTHER day of a waiting for some kind of factual response from Elvis to confirm that my car was indeed shipped 3-4 days ago, I decided to try to research myself. To my shock, I find that a google search still shows this VIN in the Larry H Miller-Albuquerque inventory list as available for sale – now a week after I was told I could have it! I AM DISGUSTED. I have been waiting for days, begging for confirmation that my car was in fact shipped out here. Nothing from Elvis, but according to the dealers website it is still in NM. Is not transferring the inventory and not following up, the reason the first 2 VINs that I was given, and now possibly a 3rd VIN is not really on its way to Peoria, but still available to be sold to someone else??? I now believe that Elvis is either incompetent and/or lying to me, and probably has been about many things. After a night of sleeplessness, on Wed, Aug 26, 2015 at 5:31am, I sent Elvis the following email: I am still waiting to get confirmation that my Camry actually shipped from ABQ this weekend and will be arriving today. I am very concerned because the VIN # quoted above is still listed on Larry H Miller ABQ website's inventory as available for sale, with a factory incentive of $1,500. ******************************************************************************************************* With all the delays in getting my new car, I see that Toyota has increased the 2015 rebate to $1500. In addition to a delivery status update, I would like to receive a corrected invoice to reflect the current rebate." On Wed Aug 26 at 12:26pm (the day my 3rd VIN car was supposed to arrive) Elvis texted the following message to me: "I have been in and out the last few days I feel better and then can't stand up. I am in right now. I stayed home this morning. That VIN I give you is yours. It is on its way and we are waiting for delivery. The reason it shows over there is that they haven't flipped it into our inventory yet and that should happen soon. I am sorry that I haven't called but my voice was also gone. Thank you for your patience". I immediately respond with: "Elvis I am sorry you are ill but I need a response to my email. Pls advise who can handle in your absence." On Wed Aug 26 at 3:30pm Elvis text me: "I just talked to shipping company. Delivery is going to be later. He has truck broke down and will be here late on Friday. What would you like to do? Also I wanted to answer the question on the 1500 rebate. Yes that amount was moved up but you were doing the 0% at 60 and the rebate has stayed at 500. I am sorry about another delay I am trying to do everything I can to get it here as fast as possible" This is now the 3rd Larry H Miller vehicle that I didn't get when I was supposed. Communication with Elvis has been difficult and sporadic. I no longer believe ANYTHING that Elvis is telling me. Three failed attempts to get me a car I had originally believed was on your lot (because Elvis said he would move it to the back of the lot when I authorized the $5,000 credit card charge), makes me look like the stupid one for continuing to work with Larry H Miller. I no longer think that Elvis or Larry H Miller will EVER get me my 2015 Camry. Therefore I decided to call the other Costco dealer that contacted me and that I had previous informed that I already had a deal in place with another dealership. Of course, now I have lost all negotiation leverage because at this late date stock of 2015 Camry LE's available at ANY dealer in the Phoenix is nearly non-existent. Even more so now that there is a factory rebate of $1500 and has been since Aug 18th. I am now desperate to get a car, since I have a committed my Corolla to my sister and niece who are taking it to our family's Mexico property in two weeks. I need a car buy a car immediately before there is absolutely no selection what-so-ever. I ended up purchasing a 2015 Camry LE from Camelback Toyota that evening (Aug 26th). Getting one of the few remaining 2015 Camry LE’s that where still available in the area, now that the 2016’s were arriving. After all this delay attempting to get my vehicle from LHM, I now had to settle for my 4th color choice. I also ended up paying dealer installed options of Appearance Package and Zaktek Ultimate that I don't want or even like. And I never even got the nice floor and trunk mats which was the one option I did want. But at least I drove off with Camelback Toyota's lot with a REAL VEHICLE, and I got the $1500 rebate. (I had told Elvis I was willing to pay cash.) I have both texted and emailed Elvis informing him that I am no longer interested in purchasing from Larry H Miller and to refund my credit card immediately. Because LHM FAILED TO DELIVER ON ANY OF THE 3 VEHICLES, IT COST ME AN ADDITIONAL $1,210.19 TO PURCHASE ELSEWHERE. I WANT TO BE COMPENSATED FOR MY ACTUAL ADDITIONAL COST DUE TO LHM BREACHING THEIR CONTRACT(S)

Desired Settlement: A check for at LEAST $1,210. which only compensates me for my financial loss and not any of my time, stress and loss of enjoyment in getting a new car of my choice.

Business Response:

*********,

I'm sorry that you've had an unpleasant experience with one of our dealerships.  Any monies that you would like to be compensated or reimbursed for would come directly from the dealership.  Our dealerships are ran by our appointed General Managers and it would be his decision if this was a possibility.  You will need to contact Jay C***** at ###-###-#### to further discuss your options at this point.

 

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

9/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On September 18, 2015, we went to Larry H. Miller Trucks & Imports to purchase a 2007 Honda Pilot EX-L with 81,259 miles for the price of $13,319 listed on their website. After test driving the car and telling the sales person we would like to purchase the vehicle, the sales person said the price would be $2,000 more than the price we were told before. The sales person said the price was $2,000 more for "possible repair and maintenance issues". After expressing to the sales person this is not the price we established before, we asked for an itemized list of the repair issues that are necessary to be fixed as $2,000 is a substantial amount. The sales person said we could not obtain details of repairs needed until the car sold. The sales person was incredibly unprofessional as well as he rolled his eyes at us throughout the conversation.

Desired Settlement: We are looking into legal action against this business for violation of the Utah Consumer Sales Practices Act Rule R152-11. We desire compensation for our injury in the amount of the price difference of the deal or for the business to produce a comparable vehicle at the listed price.

Business Response:

I'm sorry that you had a poor experience with one of our dealerships.  We certainly appreciate you letting us know about your situation so that we can address it with our general manager and he can handle it with his staff.  Unfortunately, because you have stated that you have seeked out legal action in this matter I will need to cease any further communication and all other inquires would need to be addressed by our general counsel.

Thank you.

Andrea L***

Miller Automotive Operations

Consumer Response:  
Complaint: ********

I am rejecting this response because:

The business did not offer anything to resolve the complaint.
We have now purchased a comparable vehicle elsewhere for $1,600 more than the advertised price we tried to obtain from Miller Automotive. To compensate us for this injury, we request a settlement of $1,600 to be paid to us from Miller Automotive to cover the cost of injury caused by Miller Automotive's failure to honor their advertised price in violation of the Utah Consumer Sales Practices Act Rule R152-11. By accepting this settlement, we will not proceed with any further action against the business and would drop the issue.

Sincerely,

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

9/23/2015 Problems with Product/Service | Complaint Details Unavailable
9/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 06/02/15 I call the ford dealer to ask how much was the cost for activate a key because i lost my truck key and when i put a new switch on it, i found out i had to take my truck to the dealer to PROGRAM THE KEY. they give to me the price and i tow my truck and let it there because they say it will take some time. any way, i let it there. next day they call me and say my keys can't be programed so if i want they wil diagnostic it and the cost will be 100 + if i agree they will fix it and i did. they give to me the diagnostic and on it say the ECM or computer was FRY and need to be replaced and the price for it will be 600.00 + what????? i just lost my keys and need they activate the new one... any way they give me the option if i BRING THE COMPUTER FROM MY SIDE THEY WILL WORK ON IT but the isue was the computer Matt say the rep...[ I had to say I was working on my truck making custom paint on the dash but even when i did that the truck was working great with no isues] well i bring them a computer few days latter they say oh is not the computer the isue is the security sistem and it cost to you this much but you can bring other if you want but this is the numbers... i bought it and few day latter they ask me for other part. I bring it to them. they told me is the computer is not the one you bring a wrong one they give to me the one my truck and i find the right one and bring to them. they call me few days latter and told me the instrumental cluster was bad and i had to replace. what???? i just lost my keys and need to deactivate the new one.... i bring a instrumental cluster and a few days latter ather one bucause wasn't the right one....past another week and i show to the dealer they say they are working on it. ok, i give more time even i need my truck for work i give more time... they call me the computer is the isue again... i bring other computer. other week and i show up to the dealer they told me CAN'T FIND THE PROBLEM SO TAKE WITH YOU AND PAY OUR BILL OR WE INPOUND YOUR VEHICLE......

Desired Settlement: since they want me to pay for a service and they don't fix it, i just want to take my truck away from them.i lost a lots of money and time with them, my complaint is more extended but no space on the last description page. I wish they pay for all the time and issues i went thru when i pass for all that but i know that is no going to happen so i want to get out so they give me back my truck and release from their shop

Business Response:

******,

I am sorry that you have had an issue with one of our dealerships. If you could let me know the exact dealership it is that you serviced your vehicle with I would be happy to look into this issue further.

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

9/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 7/17/2015 I called Larry H. Miller Hyundai to acquire a price for a 2013 Audi A4 listed on their website, when I called for the price sales associate stated the listing car price was $25,000. So I decided to stop by to look at the vehicle since this is the car I was looking for. When I came in test drove the car the price changed from $25,000 to 26,000, I also was looking to trade in my 2008 Mercedes Benz C300 with 71,000 miles and trade in value of $13000 with a payoff of $16000. Their first offer was at $26000 with a $9000 offer for my trade in, but after showing them the current trade in value it was raised to $12,000 which was still low and were requesting a $2000 down payment at no point they would adjust their over price vehicle, the market value of that car was at $25,000 as they were several listings under that price in the Phoenix metro area especially since it had a couple of bumps and scratches but the car some how ended up with a sale price of $28,000 but I will get to that after a couple of comments. Since I just paid a down payment recently on my previous vehicle I thought for my best interest was that if I can take the car at zero down payment we can make a deal. I left the dealer because I just thought their offer was over my budget and they would refuse to lower their selling price now at $27,000. Their final offer was zero down and payments of $565 at 72 months which I left and was not going to purchased but after accommodating my budget by changing and updating my monthly expenses and fit the vehicle payment into my budget. I decided to come back in as they requested and have a sale agreement of $565 at 72 months. As I signed for the purchase contract the finance manager tried to sell the dealer warranty even though this vehicle still under warranty by Audi but was unsuccessful to sell the warranty due to the aggression and comments made about my life style and even the cup of coffee I was drinking so I declined the warranty and proceeded to finish the sale contract. They let me take the car home because I was "approved" days went by and I kept getting credit alerts from my credit bureau with different banks a total of 5 hard credit inquiries from 7/18/2015 to 7/20/2015. I called one bank that checked my credit due to a business and personal relation with that particular bank and requested status of this loan. Since I haven't heard anything back from Larry H. Miller at this point I texted the sales associate requesting an update regarding the bank approval and did not get a response bank. A day later I received a call from the finance manager stating and requesting a down payment that equals my negative equity, so since at this point the vehicle insurance was already changed and the SiriusXM it has been installed to the vehicle I stated maybe I can come up with $1000 from a credit card and also commented about the high selling price and that maybe that needs to be adjusted in order to make it more attractive to the bank, but instead he offer to part ways in a really unprofessional manner, so I requested to speak to the sales manager regarding the price $28,000 price tag but only offered $500 off that price and we had an agreement that he would work on the numbers and I could come up with $2000 down payment which I was going get and/or call it in with a credit card. I am a college graduate with a bachelor degree in accounting and currently work as an accountant and I know my numbers so by me placing a down payment of $2000 the $28000 sale price needed to come down in order to get the bank approval their price was really aggressive, above market, competitors. The following day 7/25/15 I went to my friends house to go for a run and to pick up the money I was going to borrow for this down payment and the car smelled like burned rubber in the interior and it started stalling before I arrived to my destination and it completely shut off and it would not start, so at this point had to push into a parking spot at an apartment complex, so I reached to my globe box department to read the manual and came across previous owner paper work for trade in value at Larry H. Miller and traded in at $20,000 and some change now you mean to tell me they can not go down on the price having this kind of room to negotiate and profit margin so instead of making $8000 they were going to make $5000 or $6000 and their sales associate based on a 3% sales commission would be making around $100 or $200 less than the original deal? Anyways so I called and left a voice message to the sales manager and did not return the call, a couple of hours later since nobody returned my call I called the sales associate and finance manager. After speaking with sales manager he wanted to know if I had the down payment to continue with the sale and this to me this is illogical and laughable, since this is technically approved sale wouldn't at least ask what happened? can we come get you? can we get you a loaner vehicle until we find out what's going on with the Audi but instead he said if you don't have the down payment when you get yourself out here you can just pick up your car and on top of that he said my trade in can not be released until they inspect if there's not body damage on the car I find this absolutely absurd, when the tow truck arrived I had to ask the driver to ride in the tow truck since I didn't have a way to get there and it was 35 miles away. Once I arrived tow truck pulled over to service department and I asked where do you want him to place your car and they responded why are you dropping it here? You should've taken this to Audi, I mean come on are these people serious? then once I entered show room there was not an apology, renegotiation, and/or attempt to initiate a conversation of what happened or we will get this vehicle back to Audi since it's covered by manufacture warranty, we will get you in a temporary vehicle to finish the sale from anybody other the sales associate with the most ignorant question ever and asked the following when was the last time you put gas on this vehicle because it's empty? Yeah I filled the tank 2 days ago and it had more than half of a tank when it broke down and gas was never the issue on that car some simple or major needed to get fixed on that car it was a simple solution to this problem, then sales manager stated we'll bring your Mercedes Benz in 5 minutes. I'm currently an accountant for a major property management company here in Arizona and service is our product to our clients. In this case product is your vehicles and service is the customer service provided by this entity which it failed on every aspect from sales, finance, and service. Phone conversations had been recorded to back up everything I wrote and comment on this complaint from sales, finance, and service. I felt like I got treated like garbage and discriminated against for several actions and reasons and this will be a separate issue and lawsuit I will be filling at Utah Attorney General's Office and Arizona Attorney General's Office.

Desired Settlement: I am requesting an explanation from corporate headquarters immediately since I will be filing my lawsuit in Arizona and Utah 7/27/2015

Business Response:

***********,

I am sorry to hear that you have had an issue with our Hyundai dealership.  You will need to contact our General Manger William K***** regarding this issue.  The dealerships are left up to our General Managers and the decisions made are at their discretion.  He would be able to look into this further and talk to you more about the vehicle pricing.

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

Consumer Response: I'm rejecting your response regarding this matter who needs to follow up with corporate with their general managers, and dealers is you, two they keep sending me letters that I am approved and that they have denied my credit request which one is it? Can't get it together? Departments don't have any communication? this was for the purchase if you read my original complaint this was about an over priced 2013 Audi A4 that price started at $25000 when I called then $26000 when I arrived with no money down then it was $28000 and asking for $4000 down because banks wouldn't approve the loan and I requested to lower their price and refused but they stated they might be able to try again and not to worry and go home then this Audi broke down the same night smoke came from everywhere (Smelled like burned rubber) it stalled and it wouldn't start, I was stranded with your vehicle and they said we will send a tow truck, bring a down payment when you get here or get your trade in after car gets inspected (Finance manager stated this), I requested the tow truck driver to ride with him since I was 35 miles away from dealership not only they didn't offer me a courtesy ride they stated the car went out of gas was this a joke the car was full of gas and they sold me an over priced lemon car not only they embarrased me by saying I didn't qualify which I did finance manager made several comments and remarks.  A week after I qualified for a 2015 Audi A4 S-Line with 45 miles with a price tag of 35000 at Audi Chandler AZ with no money down now you tell me who's wrong! Nationwide the Larry H. Miller Hundyai in Peoria AZ has the most complaints of all and nobody does nothing about it, and they all reffer to the same individual. 


I am opening a legal case for the unsafety release of this vegicle, racism, and buyer protection.  Now your answer to this complaint is not enough, my job is not to follow up with your staff and dealerships, fix the problem and I invite you to read their reviews especially on facebook because they delete them fronther websites but they are the joke of the city and state I really thought I was the only one with this bad experience.  
Complaint: ********

I am rejecting this response because:

Sincerely,

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

Business Response:

******,

I am sorry that you are not satisfied with my response.  It is up to the General Manager to assist in a situation like this so it would need to be handled by him.  If you seek legal counselor they will need to contact our legal representation and our communication with need to end.

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

9/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to Larry H Miller on Jul. 11 to asked if I can return my truck because on Jul. 10 I was hit with over $8,000 in repairs to my house. Knowing my financial situation I could not afford my repairs as well as the truck. So in good faith I went to Larry H Miller and was denied to return it. The truck was only 2 days old and only had 19.5 miles on the odometer. They had my 2013 Dodge Dart as a trade, knowing that I could not afford the truck or car I told them they can keep the Dart as well. And still was denied. My mother went to talk to the general manager on Jul. 20 on my behalf because as a truck driver my hours are 12-14 hours a day. The general manager did tell my mother that I could have returned the truck on Jul. 11. I felt I was treated unfairly and unprofessional and they didn't care about my situation. My complaint is; "If I could have returned my truck on Jul. 11 why wasn't I given that options?". Clearly Larry H Miller would have walked away with a profit. They had my 2013 Dodge Dart and 2012 Dodge Ram 1500, both with low miles on them which they could have sold to someone else to make up any losses, but they did not care. They say there #1 in customer satisfaction, I'm one that is not satisfied. I came to them in good faith to see if they can help me with my situation by allowing me to return the vehicle, but all they cared about was getting the truck off there lot. They lowered my payment, but it is still to high for me to do my repairs.

Desired Settlement: Do not pressure people in purchasing something they can't afford. Allow your customers a 3-day exchange policy. Give me the opportunity to return my 2012 Dodge Ram with no money owing on it or give me something that will be in my price range.

Business Response:

******,

I am sorry to hear that you've had an issue with one of our dealerships.  Unfortunately,  automotive companies do not typically have a "return policy" on vehicles.  We certainly understand that situations arise that can cause complications in a purchase and we will strive to do what we can to find a deal that works for your situation.  Our group leaves the dealerships up to a General Manager and they are responsible for their respective dealerships.  You will need to contact the General Manager to see what if anything they are able to do regarding your purchase at this time.  The dealership name was not listed but if you respond with the name of the dealership I would be happy to get you the contact information.

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

Consumer Response:  
Complaint: ********

I am rejecting this response because:  Andrea I have tried to talk to the General Manager 3 times about this issue and I was only able to talk the General Manager once in the lobby at your dealership (Larry H. Miller of Riverdale).  If your dealership is #1 in customer service would it be in the best interest for your company to have the General Manager talk to me in his office instead of out in the lobby?  I felt embarrass and I didn't want to make a scene, but instead we talked in the lobby (very little) and I felt I could not get my point across.  I understand where your coming from on no return policy, but the General Manager did tell my Mother that I could've return my truck on Jul. 11, 2015.

Sincerely,

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

Business Response:

******,

Again I am sorry to hear that your issue has not been resolved. Unfortunately, it would be Troy B******'s decision to return the vehicle or trade it for something that would fit your budget better at this time. You are welcome to call his direct line at ###-###-#### to arrange a time to speak with him regarding this.

 

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

9/9/2015 Problems with Product/Service
9/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We brought our 2002 Odyssey in on July 30 to Larry H Miller Honda in Murray, Utah, for the airbag recall. When we picked it up, the windshield was broken completely through from top to bottom on the passenger side. When we pointed it out to the agent, he said it probably happened when they ran it through their carwash, that it sometimes happens on a hot day going into the cool water, and that Larry Miller Honda is not responsible. We did not even ask for a carwash and now we have a broken windshield that we did not have when we came in. They (as well as Honda Corp.) have ignored my repeated attempts to get a response.

Desired Settlement: Replace the broken windshield with a new one.

Business Response:

Cameron D***** our service manager at Larry H. Miller Honda will reach out to Larry and make arrangements to address the issue with his windshield.

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Cameron D*****, the service manager, was very accommodating, and they made the repairs promptly and perfectly.

Sincerely,

Larry G*****

9/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A service contract was purchased for $915.00 with the new vehicle on 01/30/2012. The sales agent represented the insuring agreement/service contract as a "Wrap" service contract which would cover items not covered by the manufacturer's 5 year 100,000 warranty. My contract specifically states that a "Wrap" contract was purchased which quote "Wraps manufacturer powertrain warranty and includes items (4-10)". The vehicle was presented for a repair under this Wrap Service contract on 08/04/2015 within the 5 year 100,000 mile coverage period. The vehicle was diagnosed with a defective wheel bearing. Bearings are specifically listed and included in the insuring/service contract agreement that was purchased under provision/item 5 ( 5 being between 4 and 10 as noted above), titled front and rear suspension components. Wheel bearings are the only bearings on this vehicle in the covered suspension system as evidenced by the manufacturer's own parts diagram obtained on-line at GM Parts Direct. The dealer refused to honor the contract/insuring agreement stating that "wheel Bearings" are not covered because the contract/insuring agreement only refers to quote "non-specific Bearings that are part of the suspension". The service writer, followed by the insurer/contract administrator was unable to articulate what "other bearings" might be part of the suspension system, but stated that since the agreement didn't specifically state "Wheel Bearings and only stated the word "bearings", they would not pay for the repair. Again, the wheel bearings are specifically listed in the GM Parts catalog under "Front Suspension" and are the only bearings listed in the Parts catalog for the entire vehicle under" Suspension". Larry Miller Chevrolet staff misrepresented the coverage at the time of sale by stating verbally and in writing that it was a "Wrap" coverage to capture components beyond the manufacturer's powertrain warranty, but also denied coverage when presented with the covered vehicle during the coverage period for a specifically listed component matching the manufacturer's parts diagram within the covered mechanical system under the coverage purchased and paid in full at the time of sale. "

Desired Settlement: Refund the purchase price of the service contract as there was evidently no intent to honor the service contract as evidenced by refusal to cover a listed, covered part and repair.

Business Response:

Craig,

I am sorry to hear that you've had an issue with one of our Chevy dealerships.  If you could let me know the exact dealership you've been working with (ss we have more than one in the state of Utah) I would be happy to contact our Service Manager as well as our Genral Manager regarding your issue.

 

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

9/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a brand new 2014 Dodge Ram Crew Cab pick up, I purchased the platinum package to go along with vehicle so that everything would be covered. The plan in question is the (Exterior Protection Package). That Plan cost me $398 dollars and had been thrown in with my contract for the loan of payment. I have paper work showing that the plan calls for Exterior, Interior, protection. In specifics the plan specifically says, "Paint/Ding and Dent. With the name of Appearance plus by Landcar. The vehicle was purchased on September 30 of 2014 I recently filed a claim with Larry H Miller of Avondale and they are refusing to assist in fixing the paint/ding on my truck because they said it does not fall within the spectrum of covered areas of a vehicle. The paper work that I have, does not show where and how it is covered, nor did the sales men at the dealership inform me when I purchased the vehicle that is limited to certain areas of the vehicle. It is my understanding that I have the desired paperwork showing the covered areas and need the work completed that goes along with extended coverage that I have purchased, If not I need reimbursement for $398 for violation of our contract.

Desired Settlement: Either please hold up the agreement of Exterior Protective Package that was purchased for the $398 or reimburse my money. Why would I continue to pay for this product to which I cannot use because of the lack of information upon purchase and the limited coverage that is offered with plan. This was my fourth vehicle purchased from this dealership and this is leaving family and I feeling that we will no longer be doing business if this is not settled in a reasonable solution.

Business Response:

Andrew,

I am sorry to hear that you have had an issue with our Avondale dealership.  If the protection package is still an issue it is my advice that you contact our General Manager Mike M******.  The dealerships are left up to the General Managers and the decisions at those locations are at there discretion.  Mike will be able to look into the warranty and explain it in further detail.

 

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

9/2/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a vehicle from a sister location of this one around 4 years ago. At that time I was told that if I send a referral buyer then I would receive a $150 finders fee check. I sent in a buyer within a year or so of my original purchase and sure enough I received a $150 finders fee check. Now, years later, I go in to the location with a friend of mine who I told about the business and the great deal that I received. When my friend made the purchase the location promised me I would receive a $150 finders fee check and if I brought someone else in I'd receive another $200 finders fee check. So being that I had dealt with this situation before, I felt comfortable and brought in another customer. This customer also purchased a vehicle and the sales guy thanked me and said you will receive a $200 finders fee for this one, so a total of $350. This was months ago. The sales guy has been terminated since then but I have email conversations from him saying he would send the checks, but never did. Now when I call to speak to the Manager of the dealership named Chris K****, I get told "yeah he will call you back". I have spoken to Victor, Fernando and Marty multiple times. Fernando admits fault and says he will correct it but never does. I now feel they do this to multiple people and am disgusted with their practices. I will be emailing Chrysler as well to complain and forward the emails from Roman saying he would send the checks.

Desired Settlement: I would like to have my promises fulfilled based on what their sales people told me.

Business Response:

John,

I am sorry to hear that you are having an issue with one of our dealerships.  If you could let me know the specific dealership it is that you've been dealing with I would be happy to get in contact with our General Manager regarding yoru issue. 

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

9/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In the summer of 2014, our Chrysler 300 that we bought from the Chrysler dealership in Provo started to stall at low speeds at when it was at a stop. We took it to the Chrysler dealership where we had purchased it and they advised us that the problem was the gas tank, which was covered under an extended warranty. They stated it would take a couple of months to get the part because it was on back order. So we waited, with a vehicle that had a major safety issue, for the part to get there. They replaced the tank and sent us on our way. It stalled on the way home. It was not fixed. We then took the Chrysler to an independent mechanic who was unable to diagnose or repair the problem. They advised us to return to the Chrysler dealership. In February 2015, we dropped off the car at the Chrysler dealership in Provo. We paid a diagnostic fee and they informed us that the spark plugs were bad and that we needed to replace the computer, which was a very high cost. We were not convinced this was the problem, but we went ahead and had the plugs replaced and paid an $800 repair bill. We purchased a computer through a different seller and had it replaced. None of this fixed the problem. We took it back to the Chrysler dealership. They had it for over a month trying to diagnose it, then informed us that it was "for sure" the engine wiring harness. They guaranteed this would fix the stalling issue. We paid the $2000 repair bill for the part and labor. We had the car home for 2 days and it stalled again, just as bad as the previous time. I was very upset at the fact that we had spent almost $3000 yet nothing had been fixed so they took the car for several weeks and replaced something. They did not tell us when we picked up the car what they had replaced, but they said it was fixed. We had the car for 6 days and it started stalling again. When I returned back to the dealership they acted like this was a new problem and they filled out a new repair form. Our shop manager was extremely smug and uncaring. She had no concern, was not apologetic whatsoever, and acted as if they had no responsibility in failing to diagnose our car over the last 5 months. The manager was unwilling to even speak with us and offered no solution other than starting over from square one, with us paying all of the useless repairs fees. Not only did they not fix the stalling issue but they caused a new issue and problem to arise. We now have warning lights on the dash board telling us to check the TPM system. This happened when they had the car. We picked it up and immediately called them the same day to ask why these warning lights were on, and they acted like it was no big deal. They told us to "bring it back in" and they would "look at it"... with us covering any and all costs. They would look at it the same that they looked at the stalling issue. And us having to worry about not having a car to drive for the next several months as they take their time to diagnose and "fix" nothing. After 12 months (5 months of it with our car sitting at the dealership in the parking lot not in driving condition because of unsafe stalling) and almost $3,000 later, the car is still NOT fixed and the mechanics have caused a new issue that they won't take responsibility for. They let us take a loaner vehicle after a few months, but when we took our car back in telling them it was still stalling, they hadn't fixed the problem and had caused a new problem, they refused to let us have another loaner while they figured everything out. We are left with a car that has not been fixed even after paying thousands of dollars, we can't drive because I fear myself or my children being killed because of the stalling, and one that we are unable to sell because of the unsafe stalling issues.

Desired Settlement: We paid a diagnostic fee with the understanding and agreement that the mechanics at the LHM dealership would DIAGNOSE and FIX our Chrysler 300. The LHM Chrysler dealership was unable to diagnose or repair our car after a 5 month period. Our diagnostic fee and all unnecessary charges should be returned to us. They should cover and repair the cost of the new issue that they caused - the TPM warning lights that are now on all the time. I want the $2,800 that we spent over the 5 month period returned to us and the cost of diagnosing and repairing the new TPM issue that they caused refunded to us also.

Business Response:

Julia,

I am sorry to hear that you are having an issue with our dealership.  I have spoken with our Service Manager at the location who was aware of the issues with your vehicle.  It appears that your vehicles issues have been a little tricky to figure out but they do believe they have been accomodating in trying to assist.  Understandbly car issues are typically a frustration and some can become a little more cumbersome than others.  Todd our service manager said a rental car was provided at the expense of the dealership for almost a month as they were trying to diagnose and rectify the problem.  Unfortuantely the vehicle continued to have issues.  Sarah the advisor was instructed not to look at the vehicle on this last visit because it due to the symptoms the car presented it appeared it didn't match what they had been looking for prior.  However they were still adament on diagnosing the problem and getting you on your way.  At this time we do not feel it is within reason to return the money you are requesting.  The dealership has been in touch with the Chrysler team trying to find an answer to the stalling problem and they did cover a rental car for 30 days and did correct a problem for 465.00 at no cost to you.  If you would like to contact Todd P**** he is more than happy to try and assist further.  I have listed his information below.

 

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

 

 

 

Todd P****

 

Service Manager

LHM Chrysler Jeep Dodge Ram Provo

 

Direct: ************

**********@lhmauto.com

www.larryhmillercjdprovo.com

 

1825 N University Parkway
Provo, UT 84604

 

v

Consumer Response:  
Complaint: ********

I am rejecting this response because:

The problem is still the SAME stalling problem that we has almost a year ago when we first brought it to you and you claimed it was the gas tank. You were then, and have been wrong ever since. We have wasted several months and almost $3,000 in useless car repairs. The last time we brought it in it was doing the SAME EXACT THING as before. It's stalling. The same as a year ago, the same as 6 months ago and the same as a week ago. Stalling. You charged us a diagnostic fee and you never diagnosed it. We will see you in call claims. You owe us that money back because you never fixed or correctly diagnosed our car. The rental has absolute nothing to do with this issue. And the fact that you paid for one of the repairs (a repair that still didn't fix it) also has nothing to do with the many months and thousands of dollars that we paid to your dealership trusting that your mechanics would diagnose and fix our car, which did not happen. We will obviously need to work this out in court. You cannot charge people whatever you want for random parts and expect them to go without their vehicle for months and months whole charging them thousands of dollars for nothing. That is not fair. You have accepted no responsibility in the neglectful diagnoses and charges. That is not acceptable to us at all. 

Sincerely,

Julia T******

Business Response:

Julia,

I am sorry that you feel like we have been unwilling to help with your issue.  I have spoken with our Service Manager Todd P**** again and he his happy to review your concerns with him but at this time it is an issue that he would have to address.  No monies could be refunded from our corporate office.  That would need to be decided by the General Manager Aurel D***** and our Service Manger. 

 

Thank you.

Andrea L***

Miller Automotive Operations

Consumer Response:  
Complaint: ********

I am rejecting this response because:

What does that mean exactly? Are you saying someone else will refund our charges? If so, why not pass this information on to them or to the appropriate person? 
We are prepared to take this to court but we would like to settle this out of court if possible. If someone is willing to do this then let me know. If not, then we will move forward and allow the court to hear our case against Let's service shop. 

Sincerely,

Julia T******

Business Response:

Julia,

You will need to contact our General Manager Jason H**** for further information regarding a refund.  He is the General Manager of the Provo location and he would be the only one to be able to submit any sort of reimbursement for you.

9/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They are advertising a car online that they do not currently have and are probably doing so in order to get people to come in to their store. I contacted them about potentially purchasing the vehicle and made sure they had it in stock before I came up their. After I was reassured that they do have the car, I drove up to Avondale (about 40 min) to where I received a phone call saying they in fact have changed the car and added a spoiler, window tint, and other parts to it, which had increased the price now. I of course was upset and felt completely misleaded considering I had done my due diligense to insure the correct car would be available if I was going to make the drive. I mentioned how their listing of the car online was completely false then and that they were misleading people who believe they can get the car listed for that price. This is definition false advertising and they still have the same listing up today. Here is the hyperlink for the falsely advertised car: http://www.avondaledodge.com/new/Dodge/2015-Dodge-Challenger-c31def7b0a0a0065040020d88d718660.htm

Desired Settlement: I want them to honor the price listed online for that car. It's false advertising otherwise!

Business Response:

Lee,

I am sorry to hear that you are having an issue with our Avondale Dodge location.  You will need to get in contact with Mike M****** our General Manager regarding the pricing discrepency.  The decisions at our dealerships is left to the discretion of our General Managers and he will be able to assist you further.

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

8/6/2015 Problems with Product/Service
8/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: in May i was told my a salesman there name Larry he said he was the assistant manager he advised me that if i came in i would get a car based on the information i given him. I told him that i was spending the weekend in Buckeye with family and i didn't want to waste my time. He ensured me i would get a car and he sent me pic of the car i would qualify for. So decided to down to see him base on that fact he said i would get a car. I went down and they ran my credit and they even let me take the car home. He even told me i owe him dinner if i get approved and he texted me one evening and asked me when will we be going that evening he had to go visit his mother first advised him before i didn't owe him anything. And the deal was not finalized by the bank. I cont to drive the car and i called the fin*** Guy and he said he couldn't get me approved and if i had someone who can get on the loan with me or i need more money down. I advised him no and i would be bring the car back that evening, I had to leave my job that cost me to get written up and when i got there finance guy haven't told the salesman i was coming and when i told him why i bringing the car back he had standing in the hot heat while he went looking for me car when it was parked in the front i was standing by it was 112 degree. Another nice gentleman came and stood and talk to me while i held things in my hands and dropping things while waiting on the salesman to come bring me my keys. He told me he was new and he was nice enough to stand out there with me.The sales person finally found my keys after 20 min and i asked him to put my license plate back on my car he asked me if i took th screws i told him no he took the plate off so he left me standing in the heat again for another 15 mins waiting on him to fine screws for my car and instead of him apologizing about the wait and i he stormed off mad and didn't say anything and i wasted my time and was embarrassed.

Desired Settlement: they put 17 inquires on my credit and made it worst than it was before i went in when i only had 1 inquire at the time. And im trying to better my credit score and it have went up a lot since i May i paid several things off my the inquires is hurting me. And the way i was treated was unprofessional i would never do business again with any Hyundai dealship.

Business Response:

Sandra,

I'm sorry to hear that you had issues with one of our dealerships.  We make every attempt to get each of customers funded and make a pleasant car buying experience.  On occasion we are unable to fully get a deal funded and it is a unfortuante experience for all involved.  The dealership itself would need to work on helping with the points that hit your credit score.  Please let me know if I can be of any further assistance.

 

Thank you.

 

Andrea L***

Executive Assistant

Miller Automotive Operations

Consumer Response:  
Complaint: ********

I am rejecting this response because: I need the pionts taken off my credit and I a firm answer that it will be done

Sincerely,

Sandra P*****

Business Response:

Sandra,

Again I understand the frustration that you are experiencing.  However, I do not have access to the same systems that the dealerships use therefore I can not access any information that they may have pulled to run your credit.  All personal information is locked and stored at the dealerships.  You will need to contact the dealership directly to have them assist in this matter.

 

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

 

Consumer Response:  Hevstared in his first respond he will fix it niw he saying he can't what can we do to preceed
Complaint: ********

I am rejecting this response because:

Sincerely,

Sandra P*****

8/4/2015 Problems with Product/Service
7/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2013 Chevrolet Camaro from Hyundai Peoria, AZ location in April at the tent event at the Cardinals Stadium. When I purchased the vehicle the sales manager, Mustafa S****, agreed to fix somethings with it. He agreed to fix a trim piece that was coming up on the center console, a trim piece that fell off of the OnStar components, a rattling passenger side window, a broken trunk partition for the convertible top and a broken traction control button. He said he would see what he could do about a missing spare key and a missing tonneau cover for the convertible top. After about a week of having the car I had not heard anything from the service department. I then contacted salesman Andre to ask how things were going with the repairs and when I could bring the car in to have it serviced. He then got the list from me of things that need to be fixed and said he would get back to me. Another week went by and I hadn’t heard anything again. I reached out to Andre again to ask how things were going and he informed me he no longer worked for the company and that I should contact the sales manager Mustafa. I called Mustafa a couple of times of the next couple weeks but did not hear anything. By this time my first payment should have been coming due but I had not received anything from my lender. I called them to ask about it and they informed me they decided not to finance my car and that they had informed the dealership about a week ago. The dealership never told me. Within a couple days the finance department at the dealership called to let me know the lender would not finance my car but they had found another lender and I would need to come in to resign papers. I agreed and made the two hour round trip to sign the papers again. While meeting with the finance department I mentioned that I had not received the services that were agreed upon. They informed me this was probably due to the loan not going through. I gave them another list of what needed to be fixed and they said they would get it to Mustafa. I waited a few weeks but did not hear anything. I called and left a couple messages with Mustafa but did not hear anything back. I finally was able to get a hold of him and he said that he passed it off to the service department and they should have called me. I called the service department but they had no record of anything but were nice enough to talk to Mustafa about it and called me back, a first for your company. When they called me back the list they had from Mustafa was not everything we agreed upon. I called him again and he told me he deals with so many people a day he couldn’t remember what we agreed but to bring the car in and he would take care of it. I brought my car in on 6/24/15/. The service department was very nice and good about staying in contact with me; I believe I spoke with Dirk each time. They called me to let me know they had to order parts that would take a few days then called me once they were done with their work on 7/3/15. When they went over the list of items fixed they said they had not fixed the traction control button and that Mustafa had not authorized it. For the spare key and the tonneau cover they just gave me the full price it would cost to get those items. I called Mustafa to ask why not everything had been done but he informed me he no longer worked for the company. I called the service department back and they said Mario was the manager I should talk to. Over a week I left him four voice messages but he did not return my phone calls. On 7/6/15 I called the front desk to ask for a different manager who could help me. They sent me to Jay Davis who took down the information and said he would call me back but never did. My car has been at the dealership for over two weeks and no one can return my calls but the service department. I am completely appalled at the customer service I have received after buying a car from this dealership.

Desired Settlement: Pay off the loan and take the car back. After this ordeal I do not want to have anything to do with this company and that includes having a car I purchased from them.

Business Response:

Joseph,

I am sorry to hear that you've been having a poor experience with the dealership.  If you are wanting to trade the vehicle back in you will need to contact our General Manager at the Hyundai location.  Each of our dealerships is left up to or General Managers and the decisions made for those said dealerships are up to them.  The General Manager at that location is William K***** and his direct line is ************. 

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

 

7/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On April 15, 2015 we (Andrea T**** and Robert T*******) purchased a Kia Soul Exclaim from Larry H. Miller Kia of Lakewood. After negotiations, rebates, trade-ins, and taxes and fees we agreed upon a final purchase price of $24,076.99. We immediately put a down payment of $3,500.00 – leaving us with what should have been a final financed amount of $20,576.99. We financed the remaining amount through USAA Bank, with a 60 month loan at 3.75% APR (which we received a discount on by going through USAA’s car buying service). Because of the way USAA works, we left a blank check with the Kia Dealership, which they then needed to fill out for the final financed amount, and send into USAA to finish the sale and receive their payment for the vehicle. On May 2, 2015 (17 days after the purchase) we grew concerned that our old car had not been paid off, and the new loan had not appeared. We contacted USAA, who informed us that they had not received the final check from Larry H. Miller, nor the pay-off amount for the old car. On May 4th, we contacted Stephen B***** at the Kia Dealership, and asked what was going on. He promised to check with the bank right away. Which he must have. The next day, (May 5th) we received the final addendum to finish the titling paperwork from USAA – which said our loan amount was the full purchase price of the vehicle ($24,076.99) and not the $20,576.99 which we actually owed. This drove our payments $60 more a month, beyond our ability and comfort zone. We immediately contacted the bank and asked them to hold off on everything, to which we were informed that the loan had already been processed, and there was nothing they could do to stop it. No one at Larry H Miller Kia returned any of our phone calls until late afternoon the following day. They informed us that this must have been a bank error, and that they would call and try to resolve the issue. We spent the next couple of days getting to the bottom of what happened. Larry H Miller Kia had filled in the check for the total purchase price – and it was not a bank error. They also sent in the purchase agreement that did not have any indication of our down payment taken out of it – so the bank had no reason to suspect the validity of the documents. By that time, it was 5/8/2015 – and while on the phone with USAA Customer Service we found out our only options on their end was to either accept the current terms (and pay the lower interest on the higher loan amount) or re-finance as soon as we got the $3,500 back from the bank and applied it to the loan (which would have sacrificed our discounted APR but lowered the payments to where we should have been). (We have since applied for the re-financing terms – and we were told our interest would go from 3.75% to 6.79%, more than 3% higher. We have proof of the new terms if needed). While considering our two options, no matter what we needed to get the $3,500 back from Larry H Miller and send it to the bank. The USAA customer service representative then spent 20 minutes trying to get ahold of someone at Larry H Miller Kia – only to be told the dealership no longer existed, as it had been bought out by another Kia Dealership. You can imagine our surprise when we found out that not only did the dealership neglect to appropriately file our paperwork, and utilize the large sum of money we had already given them – but now they no longer existed whatsoever. USAA has all of this documented under our account. At this point, we felt that our down-payment had been stolen, and would never be returned. After calling around desperately, we talked to the people who bought out the dealership – and found out that many of the employees who worked at the Larry H Miller Kia – went to work for the Larry H Miller Volkswagen in Lakewood. This is where we found the individual who had been working with us before, Stephen B*****. He promised that he would get the $3,500.00 to USAA, overnighted so it would be there on Monday. Keep in mind – this is our $3,500. He also promised that we could satisfy any of our maintenance terms in the purchase agreement at any Larry H Miller dealership. We trusted that this situation was going to be resolved shortly. But received a phone call on 5/11/2015 saying they were only just sending in the $3,500 to USAA, because they had waited for USAA’s check to clear first – delaying the process 3 days longer. Which means they had effectively received the money from us TWICE before they returned it. We went into the dealer that night to submit the final addendum to our loan in order to finish the paperwork, and we were told to come up with a reasonable compensation for the trouble that we have been through. We calculated the difference in the loan will cost us $338.32 (if we only paid the minimum payment at the current APR), if we accept the re-finance APR in order to get our payments to where they should have been in the first place, we will end up paying $2,071.75 more than what we should have with the financing terms we left agreeing to. We originally asked for the lower interest difference, (not realizing we would have such a hike in APR when we tried to re-finance) and what we calculated to be our time spent trying to fix their error and get our down-payment back. So the original interest difference and the time spent – we were asking for $1,000.00. However, with the new information, we feel that if they are going to make up interest they need to make up the full amount of the interest their mistake will cost us. We would also ask that we get an extended warranty on the vehicle, to give us the peace of mind in future years that we have not had for the month that this has been going on. Their response to our original proposal of $1,000.00 plus warranty (what we considered reasonable compensation) was that they would only give us the difference in interest that their mistake has cost us ($338.32). In our minds, this does not even begin to compensate for their mistake since it is doesn’t even cover what their mistake is going to continue costing us over the lifetime of the loan. This does not cover the hours of time we have spent resolving the issue (and the days of worry). This does not cover the fact that our only options due to their mistake is accepting a higher APR or trying to make payments on a loan we cannot afford (nor even agreed to). Or the stress this has caused us in the last few weeks. No matter what, their mistake is being completely taken out on us – and will continue to be an issue for years to come. And they do not seem ready to rectify their mistake, despite them having told us repeatedly that it was their mistake. I would like to add, that although they have received the money for the new vehicle, they have yet to pay off my trade-in. Which continues to cost me in interest and in making payments. We are now at Day 30 after the initial purchase and agreement was signed. With all the factors considered, Larry H. Miller owes us $2071.75 to cover the interest of a loan their mistake forced us into in order to afford the monthly payments. Add into that the re-titling fee that Colorado charges of $32.20, and our original time calculation (ignoring all the additional time we have spent after the rejection of our first offer) $476.16. This comes to a grand total of $2,580.11. And again, this does not include the stress and suffering we have endured – for which we ask for the full extended warranty. We have documentation of everything, emails, letters, communications from the bank, and of course all the loan paperwork that CLEARLY shows what we walked out of their owing, versus what they told our bank we owed. We will gladly provide all of it to prove our case.

Desired Settlement: The compensation laid out in the above complaint - it's not a refund, but it is the amount that Larry H Miller's mistake will cost us.

Business Response:

Per our General Manager Jarred B**** a check was sent for the difference of interest  ($338.32) that it cost by having a higher amount financed.  If I can be of further assistance please let me know.

 

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Robert T*******

7/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I brought my vehicle to you on June 19th, 2015 for its standard warranty covered maintenance. Service advisor Amanda said there was no damage to my vehicle when it was dropped off at the service center. After picking up my vehicle, I noticed there is a dent on the body of the car above front passenger side wheel well (tires were rotated on this visit). Amanda returned my call on June 23rd requesting I bring the car in for inspection, she confirmed the car had no damage when it was originally brought in for the initial service. After the inspection I was advised I would be responsible for half of the cost to repair the car. This is unethical and unacceptable as the damage occurred while the vehicle was in your possession. I have left several messages for Jay the General Manager of the dealership, and have not received any return phone calls.

Desired Settlement: I expect Larry Miller Toyota will do the right thing by repairing the damaged they caused to like new condition, as it was when I dropped it off. The damage did occur while in your possession, as confirmed by the service advisor.

Business Response:

Desiree,

I am sorry to hear that you are having an issue with our Peoria Toyota dealership.  I have sent the information provided to our General Manager.  Each dealerhsip is ran by a GM and it is at his discretion on what he would be able to provide in this situation.  I will continue to reach out to him and his associates regarding this issue.

 

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

7/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've been taking my explorer here for oil changes. I purchased a pack of 3 for $75.00. I took it for a second oil change on Friday, July 3rd. Waited almost 2 hours and once done the service guy brought a list of recommendations including the sway bar needed to be replaced. I told him that I would talk to my husband about it and if we decided I would bring it back. Drove back to Sandy with my two year old daughter in the car. That afternoon we went to the pool with a friend and her five year old nephew. This weird sound started coming from the front of the car. I assumed it had to do with the sway bar that the dealer had mentioned. Got home later that day and didn't drive the car during the whole weekend, as we were going to take it to our mechanics on Monday. Planned to meet my husband at the mechanics later that day when I got a call from my husband saying that the sound of the car had gone worst as he was driving. He had pulled over to check what was happening. Come to find out the left front tire was completely loose and not secured in place. The lug nuts were unscrewed and you could take them out with your hand with minor effort. I immediately called the dealership to let them know about this incident, as this is something that was a big risk to my family and I. I spoke to a lady and explained everything she placed me on hold and came back to tell me that they could send a tow truck to us and they would cover all the cost. I had already gotten to where my husband was with the car and our two year old daughter in it. We secured the lug nuts and were able to take the car in to our mechanic. On the way there I got a call from one of the managers. His name was Tim. I explained to him the whole thing and the answer was that it was great feedback to be able to train his team and that he was going to research and make sure that whoever worked in the car would get punished. I explained that I was not comfortable going back and that at least wanted to get the partial amount of the refund he said w

Desired Settlement: I've been taking my explorer here for oil changes. I purchased a pack of 3 for $75.00. I took it for a second oil change on Friday, July 3rd. Waited almost 2 hours and once done the service guy brought a list of recommendations including the sway bar needed to be replaced. I told him that I would talk to my husband about it and if we decided I would bring it back. Drove back to Sandy with my two year old daughter in the car. That afternoon we went to the pool with a friend and her five year old nephew. This weird sound started coming from the front of the car. I assumed it had to do with the sway bar that the dealer had mentioned. Got home later that day and didn't drive the car during the whole weekend, as we were going to take it to our mechanics on Monday. Planned to meet my husband at the mechanics later that day when I got a call from my husband saying that the sound of the car had gone worst as he was driving. He had pulled over to check what was happening. Come to find o

Consumer Response: I've been taking my explorer here for oil changes. I purchased a pack of 3 for $75.00. I took it for a second oil change on Friday, July 3rd. Waited almost 2 hours and once done the service guy brought a list of recommendations including the sway bar needed to be replaced. I told him that I would talk to my husband about it and if we decided I would bring it back. Drove back to Sandy with my two year old daughter in the car. That afternoon we went to the pool with a friend and her five year old nephew. This weird sound started coming from the front of the car. I assumed it had to do with the sway bar that the dealer had mentioned. Got home later that day and didn't drive the car during the whole weekend, as we were going to take it to our mechanics on Monday. Planned to meet my husband at the mechanics later that day when I got a call from my husband saying that the sound of the car had gone worst as he was driving. He had pulled over to check what was happening. Come to find out the left front tire was completely loose and not secured in place. The lug nuts were unscrewed and you could take them out with your hand with minor effort. I immediately called the dealership to let them know about this incident, as this is something that was a big risk to my family and I. I spoke to a lady and explained everything she placed me on hold and came back to tell me that they could send a tow truck to us and they would cover all the cost. I had already gotten to where my husband was with the car and our two year old daughter in it. We secured the lug nuts and were able to take the car in to our mechanic. On the way there I got a call from one of the managers. His name was Tim. I explained to him the whole thing and the answer was that it was great feedback to be able to train his team and that he was going to research and make sure that whoever worked in the car would get punished. I explained that I was not comfortable going back and that at least wanted to get the partial amount of the refund he said well it would only be $25 for it. I said ok that's fine. Apparently the life of customers to this people is worth a partial refund and no more than a ****** apology. Wanting to hace my car taken in to get it checked. I said there's nothing to check at this point that would be something that would have to be done before. I will not be going back to this place where I put my car in their hands 100% and they were not able to give me the service that I deserved back. 

Business Response:

Evelyn,

I'm sorry to hear that you've had an issue with one of our dealerships.  I'm happy to contact our service manager and let him know about the customer service that received at upon your last visit.  We strive each day to have exceptional customer service and if we fall short of that in any aspect we certainly want to be made aware so that we can address it with our staff appropriately. 

 

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

7/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new 2014 Toyota Tacoma from Larry H. Miller Toyota in Peoria AZ on August 28, 2014. During the sales transaction the sales person and the finance person told me that the truck had bumper to bumper scratch and bent coverage for anything smaller then the size of a credit card. I believed what I was told because I was told by two persons. However, On June 5, 2015 I took the truck for an evaluation of a couple small scratches to be repaired. The Service Department Person told me that the scratches were not covered because they were not on a flat surface and require actual body work for repair. I told him that I was told it was bumper to bumper coverage. He still refused to conduct repairs. I then spoke with a service finance manager, Gary C****. Gary told me that any damage that requires paint repair is not covered. He then told me that the bumpers, hood and roof are not covered. I then told him, I was told that it was a bumper to bumper. I then visually showed him an example of a car there in the show room, that bumper to bumper includes the bumpers, hood and roof. Gary told me that he would pull a contract out that would explain the coverage. I told him that I didn't care what the contract said. I was verbally told by two people that all scratches and dents were covered. I was most likely told this to coerced me into purchasing the vehicle.

Desired Settlement: I want them to repair the damage to my truck like I was told would be covered, Or refund me $1200.00 (estimate) so I could have repairs done at another shop.

Business Response:

Hedger,

I have spoken with our General Manager Jay C***** who has said there is no scratch protection ever just dent and ding.  If the scratch is through the paint it would be for his car insurance.  However,  if you contact him directly he will be happy to look into this matter further for you and work out a resolution.

 

Thank you.

Andrae L***

Executive Assistant

Miller Automotive Operations

7/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a 2010 Tahoe from Larry Miller Chevrolet-Provo, UT location. I live in Kansas and used their relatively new online tool to make my purchase. Unfortunately, during the sales process, I was misled and lied to numerous times. Promises were made to entice me to make the purchase. These promises were not honored after the sale was made. One of the main selling points was the promise of a 30 day warranty on the engine and drive train, as well as parts and labor. This was of great importance to me due to the fact that I was using the online method to purchase my vehicle. Later, when I brought up the subject of the warranty, I was told that the 30 day warranty applied only to the engine and drive train and commenced on the date of purchase, not on the date I took the vehicle into my possession. It did not make sense for me to have a warranty on a vehicle that was in the possession of the dealership. The sale was made more than 30 days ago, so the warranty had expired before the vehicle had been shipped to me. After my payment in full for the vehicle had been submitted, I was called almost daily with a request to sign and return the paperwork. I was told it was important to return the paperwork, as the shipment arrangements would be made at that time. I was to be contacted and given the shipment details immediately after the paperwork was returned. After returning the signed paperwork, interest in me stopped and all communication ceased. After several days of not hearing from anyone, I became frustrated and took the initiative myself to make the transportation arrangements. Also, I put down a $500 deposit at the beginning of the process to hold the vehicle. I was told the $500 would be returned to me if and when I purchased the vehicle. This deposit amount was not included in the check they received for full payment of the vehicle in the amount of $27,000. It was submitted separately. This should have been refunded to me as soon as they received my check for the vehicle. I also requested a CARFAX report from the manager and my request was ignored. At this time I also requested they check the hubs and control arms to assure they were in good condition. This was not done either. Even after the vehicle was paid for in full, I received a credit application in the mail from the Finance Mgr. with a note attached instructing me to sign and return the form. I saw no reason to complete a credit application, as I paid cash. My belief is that a credit check was done on me without my permission and the Finance Mgr. was attempting to cover his tracks by asking for a signed credit application after the deal had been completed. This is of great concern to me. I do not intend to sign a credit application at this point. Throughout the process, I was patient and attempted to give the people I was dealing with the benefit of the doubt, as well as cooperate with them regarding the requirements pertaining to the purchase of a vehicle. However, after being put off and lied to, I was no longer able to justify their methods of operation and my trust in the process quickly dissipated. I was hoping to have a smooth, flawless experience with Larry H. Miller Chevrolet, not the upsetting and difficult days I have been forced to endure.

Desired Settlement: Settlement I am asking for what was promised to me: A refund of my $500 deposit that I paid to hold the vehicle until purchased. Also a 30 day warranty on all parts and labor, including the engine and drive train commencing on the date the vehicle was delivered to me. I do not want to be harassed by the finance manager again regarding a credit application.

Business Response:

I spoke with the customer at length yesterday.  There was a misunderstanding with the shipping of the vehicle and the deposit that the customer left with the store.  We have clarified that and will be sending him his $500 later today.  I clarified our stance on the warranty.

 

Jason H****

General Manager

Consumer Response:  
Complaint: ********

I am rejecting this response because:

This is in response to Larry H. Miller Chevrolet, Provo, UT and their claim that my complaint had been addressed and resolved.

My complaint has not been satisfactorily resolved. 

I was told by the General Manager of the dealership that it was not their policy to issue a 30 day warranty on used vehicles, even though the sales person told me the vehicle would have a 30 day warranty.  I finally agreed to forego the 30 day warranty. 

 

I received a refund of my deposit in the amount of $500.  This is the only complaint point that was satisfied. 

 

My main concern is the dealership will not send me the original title.  In Kansas, I must have the original title to get the license tag.  They provided the lien holder with a copy, but according to the DMV in my county, they are to provide me with the original.  I have been trying to work with the dealership to send me the title with no success.  This is bordering on outright theft on the part of the dealership.  It has caused a great hardship on me, as I have not been able to get a temporary tag , thus I can not drive the vehicle.  In  the county where I reside, Johnson County, KS, the DMV instructed me to educate the manager at the Provo, Utah dealership on the correct protocol  pertaining to Kansas regarding where they need to send the title.  The DMV also told me to have the manager call them if he had any questions about sending the original to me.  The lien holder has a copy, but a copy will not help me.  According to the DMV in Johnson County, KS, they will accept only original titles for registration and the original title is to be provided to the Kansas resident/purchaser , not the state or lien holder.  This can be confirmed through the Johnson County DMV offices. 

It is very disturbing to me that the dealership refuses to release the title to me.  The vehicle is paid for in full and all paperwork has been signed and submitted to the dealership.  Why are they insisting on keeping the title of my car?  It seems like they are trying to hide something and makes me think something very suspicious is going on.    

The finance manager, sent me a credit application after the vehicle had been long paid for and insisted that I sign it and return it before the title would be sent to me.  I feel this was an intimidation tactic, as I believe the finance manager  ran a credit check on me without having a signed credit application from me giving him permission to do so.  If this is true, I believe he was attempting to cover his tracks by having me sign a credit application so he would not be liable for running a credit report on me without the legally required permission from myself.   It seems like he is using the credit application issue as an excuse to not provide the title to me. 

  

I am simply asking for what is rightfully mine:  The vehicle has been paid for in full over 30 days ago (5/20/15) and was delivered to me July 1, 2015.  The only thing I lack is the title.  I would like to know when they plan to send me my title, as I can not license the vehicle without it.  Any reputable dealership that would not follow Kansas title rules when they sell a vehicle to a Kansas resident needs to make some major changes in their business practices. 

As I said, I am not satisfied with the response to my complaint.  The title issue needs to be resolved quickly. 

    


Sincerely,

Greg G*******

Business Response:

Greg,

Please contact Jason H**** (General Manager) at the dealership to get this matter addressed.  I do not have access to these records so I will not be able to get them sent.  I will be happy to follow up should need be.

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Greg G*******

Thank you, BBB for all your help with this.  I finally received the title to my vehicle. 

7/20/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We bought a 2014 Jeep Grand Cherokee on 11 May 2014 from Larry H. Miller Jeep/Chrysler in Avondale, Az. We have since had 8 Check Engine lights in 13 months ( in the shop for 6 times for the Check Engine light )with the suv being out of service for 25 days. The suv would have been in the shop an additional 2-3 weeks if I had let the service shop keep the suv waiting for a response from Chrysler concerning the suv's issues. AZ lemon law requirements have been met, but Larry H. Miller Jeep is passing the issues to Chrysler. Chrysler, at this time, is refusing to abide by AZ lemon law statutes.

Desired Settlement: The AZ Lemon Law requires the manufacturer to either replace the vehicle or repurchase the vehicle, reimbursing down payment, taxes, and all associated fees and costs, minus a reasonable usage fee. Larry H. Miller should take the lead with this problem and work with Chrysler to have the car repurchased IAW the AZ Lemon Law statutes. At this point, I'm being stone walled by Chrysler even thought the vehicle easily meets the lemon law requirements.

Consumer Response: I would like Larry H. miller Jeep to step up and assist me in getting the Grand Cherokee, that is a lemon per the Arizona Lemon Law statute, repurchased by Chrysler and my costs and fees reimbursed IAW the AZ statutes.  The dealership sold the vehicle and was very quick to pass severe quality issues back to Chrysler -- " you'll have to deal directly with Chrysler for a lemon law complaint."  I have had no one from Larry H. Miller Jeep management contact me or offer help, even though I've been in the service department for five visits in four months and they've had my car for 23 days.

Business Response:

Joseph,

I am sorry to hear that you are having an issue with one of our dealerships.  If you are trying to file a claim under the "lemon law" it is up to the consumer to contact the state, file a report and provide the required documentation.  The lemon law is between the consumer and the manufacturer.  The dealership can assist in providing service repair orders but they are not required to contact the state directly.  I'm sorry to hear that your vehicle purchase has not gone as planned.  I would be happy to assist in further if you could let me know the exact name of the dealership that you have been visiting. 

 

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

7/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to Larry Miller on 6-19-15 to possibly purchase a used vehicle and trade my Kia in. The person I had an appointment with, was not available and his assistant sales rep helped me. Telling me about a new vehicle Chrysler 200 limited and it would be a better purchase because of all the rebates it offers approximately 4 to 6 thousand. I do like this car, but after the test drive, the sales rep told me that it had satelite radio and it did not, after she told me i get one year free subscription. I wanted to trade my Kia in because their ad said bring in your trade and Larry Miller will pay off your trade no matter how much you owe. Well when it came time for the purchase the sale rep and another financial adviser, name escapes me, told me that can only offer $4,000 for my trade and they can't take it as a trade, and the adviser told me to just surrender it advising them of my medical issue (cancer and knee problems) the kia is a manual and it is difficult for me to drive it anymore. I have never surrendered a vehicle before but I kind of got the feeling they were taking advantage of me for I was on medications and wanting a new car and vulnerable the rep said to surrender the Kia under medical and it should be no problem and it will not hurt my credit. Well that is total incorrect, I am going to be stuck with a huge balance and it will definitely hurt my credit which I am trying to rebuild. I am totally discussed with the misrepresentation of the vehicle and the purchase process. Also, they said that I would get 4 oil changes at no charge for the first year, that it was included, well the paperwork shows an additional $75.00, the rebate I got was $3,000 . Again regarding the satelite radio, the Original sales rep whom I had an appointment with calls me asking me to do the survey and give him all 9's and 10's and a good comment. then he tells me that Walmart offers a good satelite radio that I could purchase and just plug it into the usb port, not offering anything to satisfy my wants, and asking about the down payment again. I will never purchase from this place again, and will let all my friends know of this misrepresentation of vehicles and paperwork, credit. Another issue, I already had a vehicle loan, but they insisted that they run my credit, which I told them I do not want, but they wouldn't take no for an answer and forced me to do the credit check.

Desired Settlement: I want a discount of $1,000 off the purchase price and a refund of my down payment of $1,000

Business Response:

Vickie,

I'm sorry to hear that you are having an issue with one of our dealerships. If you could let me know the exact dealership it is that you've been working with I would be happy to contact the appropriate person and see if we can reach a resolution to your issue.

 

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

7/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a used car from Larry H Miller in Avondale AZ. Besides there being some shady practices going on there, I was over charged, every time I call about a refund they tell me that they are looking into it. I am frustrated since this was 04/06/2015, they want to call me to tell me that I have to return for one reason or another and I have been back to the dealer 9 times, but when I ask about them refunding my money I am given another excuse. I am done with the excuses. Please return my over amount.

Desired Settlement: To refund my over payment.

Business Response:

Korey,

I am sorry that you are having an issue with one of our dealerships.  We have several locations in the Avondale area so if you could please let me know the specific dealership I would be happy to assist in finding a resolution to the problem.

 

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

7/14/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We bought our Santa Fe from Larry Miller Hyundai Peoria 16 months ago. We paid 5000.00$ cash(down payment)for GAP insurance all the warranties(the works)through Larry miller/Total car care auto/Landcar all the same company. Our car was totaled on 4/19/15.Our insurance and finance company have been waiting to settle our claim but Heather in warranties and all upper management at larry miller have done nothing but give us the runaround!We waited for 30 mins.outside for Heather and all our warranty info when she finally came down she didnt even look at the paper from gap ins. chucked us an envelope went inside and closed the door. She only gave us a few of the papers we needed and she knew that! I have made 5 trips to larry miller 20 miles each way 200 miles total to pick up and drop off paper work. We have left 16 messages in 4 weeks and only received 1 call back 2 days ago. The reason being is the longer they stall the less the gap has to pay because we still have to make car payment! We have had only 2 oil changes done for 5000.00$ read their reviews that alone says it all. Now we have been told it could take 6 weeks to proses our gap and warranties and that it will be pro rated even though we only had 2 oil changes. We want a FULL refund of our 5000.00$ for services never rendered. Next step is lawyer, social media and local news media.

Desired Settlement: We want our money back in full for all our warranties since these services were never rendered and money back from total car care gap ins. since we paid 3000.00$ for it and they will be paying only 1300.00$ out to our finance company! We also feel compensation is in order for fuel cost and 200 miles of driving,stress,aggravation and for being LIED too and doing all the leg work!! We want this matter handled ASAP! We want Heather and Mario to be terminated!this need to be handled by 6/8/15

Business Response:

I have contacted our General Manager William K***** to look into this issue.

Thank you.

 

Andrea L***

Miller Automotive Operations

Consumer Response:  
Complaint: ********

I am rejecting this response because: I have received no call from william k. business manager to help resolve this matter. further more I feel further compensation is required for the extremely poor manor in which we were treated and for the way this matter was handled! I made 5 trips 20.8 miles each way(over 200 miles) to drop off and pick up paperwork that Heather and Mario new we needed but would only gave us a few papers at a time! We are requesting ALL of our money for the warranties that were never used( services never rendered) we paid 4900$ for 2 oil changes. That was our 5000$ cash down payment that was used for warranties (services not rendered),compensation for fuel and were and tare on my vehicle and the amount of stress and suffering that we have had to deal with because of very poor and shady business practices, and the termination of both Heather B***** and Mario R***. We are prepared to take legal and criminal actions if this matter is not resolved to our satisfaction!!!! 

Sincerely,

Chris W******

Business Response:

Chris,

I have spoken with William K***** regarding this issue.  It appears that he spoke with originally on or about 6/10/15 regarding the issues.  He spoke with Heather who does the cancellations and she was also aware and was processing the request at that time.  William was out of the office an unavailable from 6/14-6/21/15.  He did receive an email from you but was unable to respond during the time he was out.  To date everything that is able to be cancelled has been cancelled.  Unfortunately this process does take about 6-8 weeks to refund or to get to a lender.  When an item(s) is cancelled the customer does not receive a full amount in return.  They receive the balance remaining of any cancellable item and it is not based on how many oil changes a customer has nor is it based on services rendered.  It is based off miles on the vehicle versus which plan they purchased and/or months remaining on the plan when they cancel the items.  And again not all items are cancellable items.  If you have any further questions regarding the status of your request you will need to contact the dealership directly as they have access to your information.

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

7/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 3/13/2015 I had an oil change done on my 2003 Jeep Liberty at Larry H Miller Chrysler, Jeep, Dodge, Ram at ***** * **** **** ******* ********* **. A about a thousand miles later I notice an oil leak. 5/27/2015 I took the vehicle to **** ***** ******** **** ***** *** in Greeley, CO to have the oil leak diagnosed. They discovered that when Larry H Miller CJDR performed the oil change they had caught "tape from wire harness under oil filter gasket". This diagnosis cost me $115 and I am asking for reimbursement from Larry H Miller CJDR since they caused the problem. May 28, 2015 I sent a letter to Larry H Miller CJDR with copies of both their invoice and the invoice from John Elway CJDR. I never received a response.

Desired Settlement: Reimburse me $115 for the problem Larry H Miller CJDR, Surprise, AZ cause when they did an oil change for me.

Business Response:

Philip.

I have emailed our Service Manager Seth E****** regarding your issue.  He is out of the office until Monday but will address the situation when he returns on Monday.  Please contact him directly if you have any further issues as he is aware of what has transpired. 

Thank you.

Andrea L***

Executive Assistant

Miller Automotive Operations

6/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently decided to trade in my vehicle for another at from Larry H. Miller Dodge Peoria. As it goes, you find the vehicle you want, go over the contract and financing information, in which was agreed upon from both the dealership and I. The first and only contract I had signed declared the monthly payments I had agreed to. All of a sudden, they decided to persuade me to sign another contract, which I did not agree with. With that being said, I decided not to trade in my vehicle after all, but unfortunately the sales person, Cody M****, could not understand that I rather not give up my vehicle due to the disagreement of the new contract. Within the past couple of days of trying to get my truck back, my guests and I have been rudely treated and even kicked out of the dealership. I have never been so disrespected by employees. I have had doors closed in my face, by the General Sales Manager, have been threatened to go to collections for a down payment that will not be paid, and have not been allowed to speak with the general manager of the site, John A*******. I have had other employees try speaking to me in place of the general managers place, but I refuse to continue wasting my time. I have driven to multiple dealerships to get further insight, in which they have all told me that the contract I have signed is not valid due to no down payment or obvious bank approval. This dealership has provided me with false information regarding the banks approval as well as telling me i cannot get my truck back, whatever the case may be.

Desired Settlement: Request to speak with general manager and get my vehicle back.

Business Response:

According to the General Manager the vehicle has been returned.  If there are any further issues please let us know.

Thank you.

Andrea L***

Miller Automotive Operations

6/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company has fabricated and attempted to remove my payment history in an attempt to keep an obsolete debt on my credit report. It's been well over 7 years since the first late payment was originally reported. The debt is obsolete and I want it removed without having to sue this company.

Desired Settlement: Delete the obsolete debt from all of my credit reports.

Business Response:

Lyron,

I received the Better Business Bureau complaint that you submitted.  In order to better assist with your issue I will need some additional information.  Is this on a vehicle that you purchased through a Larry H. Miller dealership?  Or, was this a purchase you made with another group but were funded through  Prestige Financial group?  I have no way of looking up a specific customer and if it is something that it through Prestige Financial we will need to contact them because they are a separate entitity from our corporate office.

 

Thank you.

Andrea L***

Executive Assistant - Miller Automotive Operations

Consumer Response:  
Complaint: ********

I am rejecting this response because:

It was through prestige financial

Sincerely,

Lyron F*****

Business Response:

In response to consumer complaint, we have reviewed your file and have determined that the account will fall off your credit in October 2015.  This date is 7 years from the Date of First Delinquency. Once an account becomes current form being past due/Late the Date of First Delinquency gets removed and will not be posted to the credit report unless the account goes past due/late again.  The account was brought current in August 2008 and giving the Date of First Delinquency October 2008.  The account does not go off of when you booked/contracted the loan with Prestige Financial.  Lyron F***** is welcome to reach out to Kacee P******* Compliance Specialist at Prestige Financial with any further questions or concerns.  Mrs. P*******’s direct number is ************.    

 

Please feel free to let me know if you have any questions or concerns with this response to the consumer.



Kacee P*******
Compliance Specialist
Prestige Financial Services, Inc.
A Larry H. Miller Company
[ T ] *************
[ F ] *************
GoPFS.com

Consumer Response:  
Complaint: ********

I am rejecting this response because:

That's incorrect I have emails from Adam K******** in mid 2007 where he states "I'm always late" and its "over 30 days late". My record at one point indicated this, but you fraudulently deleted the payment history. I want it deleted from my record immediately or I will assume this was your intention, rather than just a mistake and I will begin litigation seeking damages and file complaints with every banking and financial regulatory body that you report to.

Sincerely,

Lyron F*****

6/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a new 2014 Dodge Durango on approx. March 31, 2014. We opted to include the interior and exterior pro package, and were told by the finance director, Mike ********, that we could cancel that package if we contacted them within thirty days of purchase, and that if we cancelled within that window, Dodge would refund the amount for that package, approx. $500. I called and left several messages, and also sent several emails within the thirty days, requesting that this package be removed. I finally went up to the dealership today in order to get the steering module replaced due to a recall, and I spoke with the director today. He denied ever receiving my emails or numerous telephone calls. He thus refused to honor the thirty-day cancellation provision. This is a blatant attempt to take advantage of consumers by simply ignoring their calls. I went up in person within the thirty days, and spoke only with the director's assistant because I was told the director was on vacation. I left a message with the assistant and was told the message would be relayed to the director.

Desired Settlement: The dealership should honor the cancellation provision and refund the cost of the interior and exterior package. This amount is not clearly delineated in my documentation from the dealership, but I know it was at least $500 when the director explained the package to me at the time of purchase. I don't want free oil changes or credit towards future purchases, I want what was offered and what I timely claimed. If this is not resolved through the BBB, I am prepared to file a complaint with Utah's Department of Consumer Protection to remedy the clearly fraudulent business practice in place at Larry H Miller.

Business Response:

Darrell,

I am sorry to hear that you are having an issue with one of our dealerships. If you could let me know the exact dealership that you purchased the vehicle from I would be happy to look into this and see what resolution we can come too.

 

Thank you.

Andrea ****

Miller Automotive Operations.

6/12/2015 Problems with Product/Service | Complaint Details Unavailable
6/11/2015 Problems with Product/Service | Complaint Details Unavailable
5/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 4, 2015 I went to Larry Miller Dodge and purchased a 2006 Ford Mustang. I had a 2015 motorcycle to trade but they would only take it if he purchased a new vehicle. Okay, I understand. I purchased the used Mustang to better fit my financial needs. The Mustang was $8800, what I did not know was they gave me an interest rate of 22%. So at this point I had both mustang and motorcycle payments and was ordered by my commander to return one or the other or both and get into a better fit vehicle. After shopping around and checking out our options, Peoria Kia would take the bike in trade for a used vehicle, with an interest rate of only 4.8%. Problem one nicely solved. My main complaint comes when I tried to return the Mustang to Larry Miller Dodge on April 11, 2015, after only 1 week of having it. They were very rude. They charged me $3,700 to return the car. Which I did not have, so my Grandmother, **** ****** paid. That was a little under 1/2 of the price of the car. I feel they seen an opportunity to screw this young airman over again. The way they treated my grandmother was terrible. She went to write them a personal check for $3,700 and they refused to take it. They told her to get a certified check from her bank. But they said if she were making a down payment on a new vehicle they would take her personal check. She told them if she wrote them a check it would not bounce. She would not write a check she could not cover. He looked at her like, yeah I am sure you have that much money. Like he thought she was lying to him. First off, I don't see where it should cost that much to return a car with only having it 1 week. Other salesmen in the area said we should not have been charged that much for a 1 week contract. Secondly, I feel if you would take her personal check for a deposit, then you should take it for a payoff as well. And you should never treat your customers the way we were treated. I am truly disgusted and hurt by the way Larry Miller Dodge in Peoria, AZ treated my grandmother and I. I hate to think business's out there take advantage of young, new to the adult life people, and older people as well. I just want it to be know that Larry Miller Dodge are very unprofessional and rude. Very sad they don't treat our servicemen and women better than they did. Not sure what can be done, but I just want the treatment and service my grandmother and I received from Larry Miller Dodge in Peoria to be known. I hope there is a possibility that the transaction with the Mustang will be reviewed and we can possibly recoup some of the over payment we were charged to return it. Thank you for your time, ****** ******* *****

Desired Settlement: I am hoping to recoup some of the over charge of returning the vehicle I had for only 1 week

Business Response:

******,

I am sorry to hear that you've had an issue with our Larry H. Miller Dodge location.  As a policy we refer this types of issues back to our General Managers over the dealerships.  *** ******** is the GM at this particular location so it would be best to contact him directly to see what if anything that they could do at this point.  All contracts and financial information stays at the dealerships so I am unable to look into the contract for you.  If you should need any further assistance please do not hesitate to contact me again.

 

Thank you.

****** ****

Executive Assistant

Miller Automotive Operations

5/13/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I paid for tire rotation and not a tire was touched, which leads to questions of what else did not get completed but billed for. When speaking with the manager (****) about it he chose to patronize me and then hung up the phone.

Desired Settlement: I want a refund.

Business Response:

****,

I am sorry to hear that you've had an issue with one of our dealerships.  We have several dealerships in the Arizona market so if you could please let me know the specific dealership that you have been working with I would be happy to get this to the appropriate person so that we can reach a resolution for you.

Thank you.

****** ****

Executive Asistant-Miller Automotive Operations

5/8/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a new Jeep on August 28, 2014 from Larry H Miller. Since picking up the Jeep, we have been hearing noises from the front end of the vehicle. When we went down to participate in the Moab Easter Jeep Safari, we were on a trail with some of the senior people from AEV, and we asked them if they knew what the problem could be. They looked at the front end and identified the problem as a pipe that had not been trimmed correctly by LHM. The lift kit was installed in Larry H Miller shop and extends through both sides of the frame in the front wheel well area. According to AEV, the pipe is required to be trimmed after installation of a lift kit, such trimming was not done. The noise is from this pipe rubbing on the sway control arms heading down to the front axle. Not only is the end of the pipe worn, but the pipe has also worn down the sway control arms causing a very serious safety problem.Because we had left the Jeep at LHM for two months for AEV modifications, there should be no reason why there was not enough time to do the modifications properly. I believe that LHM should repair both the pipe ends and the sway bar arms at their cost as a warranty item. I also believe that since force has been exerted on the Electronic sway control sensing unit, that that unit also be evaluated and replaced if necessary. Because we live in Elko Nevada, to bring the Jeep in to the dealership, we will be forced to drive the Jeep in, get a rental car while the Jeep is undergoing repairs and I also believe we will be forced to stay overnight in SLC waiting for the repairs. I believe these costs should also be borne by LHM.I have a hard believing that such a major safety problem could be overlooked by the Quality Assurance group of your service department, especially considering the fact that you had two months to get the job done right. It is extremely disconcerting to me that I have been driving a new vehicle with such a major and obvious safety defect.

Desired Settlement: . I believe that LHM should repair both the pipe ends and the sway bar arms at their cost as a warranty item. I also believe that since force has been exerted on the Electronic sway control sensing unit, that that unit also be evaluated and replaced if necessary. Because we live in Elko Nevada, to bring the Jeep in to the dealership, we will be forced to drive the Jeep in, get a rental car while the Jeep is undergoing repairs and I also believe we will be forced to stay overnight in SLC waiting for the repairs. I believe these costs should also be borne by LHM.I have a hard believing that such a major safety problem could be overlooked by the Quality Assurance group of your service department, especially considering the fact that you had two months to get the job done right. It is extremely disconcerting to me that I have been driving a new vehicle with such a major and obvious safety defect.

Business Response:

Mr. & Mrs. *****,

I am sorry to hear that you are having an issue with one of our dealerships.  If you could let me know the specific dealership it is that you have been working with I would be happy to get this to the appropriate people and work to find a resolution for your issue.

 

Thank you.

****** ****

Executive Assistant - Miller Automotive Operations

Consumer Response:  
Complaint: ********

We are rejecting this response at this time because: the specific dealership hasn't called or emailed to try and take care of this matter. Larry H Miler Chrysler Jeep in Sandy Utah. The person we have try to contact is **** ********* with no response from him. Having a safety issue with our Jeep, should be ****"s first priority.

Sincerely,

****** Or *** ** *****

Business Response:

The customer has brought the vehicle into the dealership for repair.  As of 5/6/15 the vehicle has been picked up and a reimbursement of ****** was given to the customer for fuel and hotel.

Thank you.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** Or *** ** *****

4/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a vehicle from Larry H.Miller Hyundai on April 18,2015 at the university of phoenix stadium. The dealership convinced me and my wife to put it a car in my name for my daughter and encouraged us to lie to the finance company about who the car was for. The car they sold us was not at the sale. The dealership drove the car to the stadium for us. We hadn't drove it or anything. After purchasing the car, we drove 3 miles to dinner. We noticed that the left side of the bumper under the light began separating from the fender. I googled the dealership and the service department was closed on sunday. My daugter called thed dealership Monday to talk to the service department. She is a teacher and scheduled a time for, **** to look at the car . She arrived at the dealership at 3:14pm. The service advisor, **** informed my daughter that the clips are broken and you can see old damage on the bottom of the car. He also stated that there was nothing he could do, that we would need to pay for it and the only thing that would change is to talk to a manager and for them to tell him differently. She left and called me. She met me at the dealership at about 5. We spoke to a manager named , **** who was extremely unprofessional, rude, and offensive. He stated that there's no way to know that my daughter hadn't hit something and that it was or fault. I explained to him the series of events that led to us discovering the front of the car. He insinuated were lying, something must of hit the car on the 3 mile drive. I told him we can't be sure the person who drove it to us didn't do it! I informed him that I wouldn't have purchased the car in that state. We no longer wanted the vehicle due to the unprofessionalim of selling us a damaged car. **** informed us that we were stuck with the car and began laughing. I informed him i would disclose to the finance company that the car was not for me and his response was that he didn't care, it would do nothing and the dealership would not help us or pay to fix the car

Desired Settlement: We want the dealership to fix the car, as they should. If not, they should take the car back because they knowingly sold it when it was damaged.

Business Response:

****,

I am sorry that you are having an issue at our Hyundai dealership.  As a group we appoint a General Manager at all of our locations and the decisions for those dealerships are at the General Managers discretion. You will need to get in contact with either our Service Manager, ***** ******** regarding your issue of contact ******* ****** who is the General Manager. I can not guarantee that they would cover the cost of the repairs for free but it would be up to them to make this decision.

Thank you.

****** ****

Executive Assistant-Miller Automotive Operations

Consumer Response:  
Complaint: ********

I am rejecting this response because: I feel like there was no resolution. There was no direct number provided, and I feel like they should contact me.

Sincerely,

**** *****

Business Response:

****,

You can contact our Service Manager ***** ******** at ************. 

Thank you.

****** ****

Executive Assistant - Miller Automotive Operations

Consumer Response:  
Complaint: ********

I am rejecting this response because:I responded and did call the sevice manager. Was asked to bring the vehicle in to be assest. My wife and daughter did this the next day. They were told they were going to look at the car and to leave the car there. Approximately 5 munutes after they left, I recieved a call informing me they have decided not to sell me the car. This was what i asked for a week prior and the response was i signed a contract. The most unprofessional place i have ever encountered. I have recently purchased another vehicle through another dealership. I will never do business with them again and will discuss my experience with as many people possible.

Sincerely,

**** *****

4/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have had the WORST experience with LHM Jeep. We brought our Jeep Patriot in that was having transmission problems. They told us that the entire thing needed to be replaced. The transmission was still under warranty through the girl who owned the Jeep before us so they went ahead and replaced it under that warranty at their own free will, even though it wasn't in our name. Well, 3 weeks later the transmission was acting exactly the same as it had been when it was about to go out. We took it back in and they said that there was a leak and the fluid was just about gone. So they fixed the leak and claimed that no damage had been done to the transmission even though it had been running on no fluid. That was on a Monday. We got our Jeep back on a Wednesday. That Friday we packed up my Jeep with 3 children and an infant and headed to the zoo. We didn't even make it to the point of the mountain before I knew something was wrong. My entire Jeep was lurching and the RPM gauge was flying back and forth. By the time I was able to safely exit the freeway my Jeep was not accelerating at all. My transmission was burning up and fluid was pouring on the ground. So here I was, stuck 45 minutes away from home off the freeway with 3 kids and a baby. And to make it worse, my sister-in-law had her vehicle that was holding my mother-in-law, other sister-in-law, 2 kids, and a 3 week old, traveling with us so we were all stranded there. I called Jeep and they told me to call a tow truck. I told them no, they needed to supply a tow truck for me, which they did. So after 2 hours on the side of the road with all of these women and children we were able to leave. This time they said a hose had disconnected and literally all of the fluid was gone. They again claim that no damage was done to the transmission. My father-in-law went to pick up the Jeep after they repaired the hose and when he asked about damage and what we do if something else happens and he was given attitude and said they technically shouldn't have replaced the transmission in the first place and shouldn't have done the repairs for free. Absolutely ridiculous. So no, it's not even 2 week later and my transmission is acting just like it did who's it was needing to be replaced. I am appalled by the way we have been treated and that Larry H. Miller is fine with a family driving odd their lot in an unsafe vehicle. You can be sure that everyone I know will be hearing about this experience.

Desired Settlement: I believe that our transmission needs to be fully replaced at no cost to us.

Business Response:

*****,

I am sorry to hear that you are having and issue with your vehicle and one of our dealerships.  If you could let me know the specific dealership that you are having an issue with I would be happy to contact the appropriate people and work on a resolution to your issue.

 

Thank you.

****** ****

Executive Assistant - Miller Automotive Operations

4/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The work on my truck that initially needed to be done was not done in the correct amount of time. I was then required to leave the truck overnight. Second, the work was not even complete or done properly, requiring me to bring my vehicle back. Third, my vehicle was damaged in 2 places within these 2 visits. They then spent two days trying to prove it wasn't them, which in the end they said was inconclusive. They have refused to fix these new problems, and ***** ******** told me "I would just have to take his word that they did not do the damage." He has refused to assist me further with my concerns or provide any more details unless I can come in again and sit down with him. I am blown away with their lack of respect for customer concerns. Their lack of willingness to correct the situation came across in their attitudes, which was belligerent and abusive. They showed no respect for my time, my property, or their relationship with me as a customer. DO NOT under any circumstances use this dealership.

Desired Settlement: Fix damage to truck.

Business Response:

*****,

I am sorry to hear that you've had some issues with our Murray Toyota dealership.  As a policy we leave each of our dealerships up to General Managers, and the decisions for those dealerships are at their discretion.  ***** *********** is the General Manager at that particular location and if the dealership was going to cover any costs or make any sort of goodwill repair it would be his decision.  I would suggest that you make an appointment to sit down with him so that you are both able to review the information and come to the best resolution. 

 

Thank you.

****** ****

Executive Assistant - Miller Automotive Operations.

 

Consumer Response:  
Complaint: ********

******,

 

Thank you for your timely response.   I appreciate the fact that you stand by your employees’ decisions.  I am sure that this helps to maintain a feeling of unity and support within your company which I am sure is appreciated by your employees.  I am also equally confident that on occasion you are forced to interact with dishonest individuals who would seek to force your company to repair damage to vehicles for which your company is not responsible.  I would think that is inevitable and is an unfortunate fact in your business.  However, an unfortunate side effect of your company policies is that in certain situations you are going to offend customers who are not dishonest and you will end up treating these customers in a manner which is going to leave them feeling dissatisfied at best and absolutely cheated at worst.  I believe that we are unfortunately “collateral damage” of your company policies and the failures of certain employees and are victims of the worst case scenario described above.  Here is a summary of how your company failed to meet our reasonable expectations in regards to the repair of our vehicle:

 

1. We brought in our vehicle for warranty work and were promised that our vehicle would be ready at a certain time that day.  When we returned to pick up our vehicle you failed to keep your promise, inconveniencing us overnight.

 

2.  When we returned for our vehicle the next day and later discovered that some of the warranty work still had not been completed and we were forced to return the vehicle to the dealership. 

 

3. When we returned home from our second visit we discovered that our truck had been damaged in two different ways.  The radio antenna was broken and there was a dime size paint chip, down to the metal, on the driver’s door.  And while we understand that you may disagree and assume that we are being dishonest, we are absolutely confident that the damage in question occurred during the time your dealership was in possession of our vehicle.

 

4. When we spoke with ***** *********** to try and resolve our concerns we were informed that he would no longer be of assistance to us.  And while he claimed to have photographic proof that we were mistaken as to when the damage to our vehicle occurred, he refused to provide us with a copy of the documentation and informed me that I would just have to take his word on the matter.  The dealership refused to resolve our concerns in any manner at that point.

 

5. We were also led to believe that if we pursued the matter further and it was eventually revealed that an employee had failed to follow company policy by failing to report damage that this employee would lose his/her job and that somehow we would be responsible for this outcome.  While this may be a great company policy to prevent dishonesty from employees, we fail to see why this information should ever be shared with a customer?  We can only conclude that this information was conveyed to us in an attempt to guilt us into dropping our requests.  This employee policy conversation occurred at three separate times involving Mr. *********** and **** ********: (i) once between Ms. ******** and my husband; (ii) once between Ms. ******** and myself; and (iii) finally once between Mr. *********** and myself.    

 

6. Finally, on March 11, 2015, my husband had to spend his lunch hour to pick up the truck for the third and last time because Mr. *********** and Ms. ******** requested it be done swiftly.  The reception he received upon arrival was less than cordial as Ms. ******** informed him she was not allowed to help him or talk to him in any way other than to give him the keys to the truck.  She reluctantly showed him the grainy photograph that was suppose to conclusively demonstrate the company’s position in our matter, which he believed did not show what she purposed it showed.  Though she said she would email that picture, later she called and refused to provide him with a copy.  She also implied that the dealership would cover the labor only to fix the broken antenna if I would remove the negative comments I posted on the company website. 

 

7. At this point we realized that we were no longer “customers” of the dealership, but were being treated as adversaries of the dealership.  It was clear to us that the sole desire of the dealership at this point was to get us out of the dealership as soon as possible.   Mr. ***********’s associate was told not to speak with us.   At this point we realized that the possibility for any positive outcome of our interaction with the dealership had effectively ended.  We did not terminate the discussions, the dealership terminated the discussions, in what we believe was very short-sighted thinking.   We believe that this final interaction represented the truest indicator of the corporate character of this dealership.

 

What this situation comes down to is easy for me to sum up.  If in fact your clear assumption that we are dishonest (or perhaps mistaken) individuals is correct then you acted wisely in saving the company from having to pay for repairs for damage to our vehicle that were not caused by your company.  This still would not explain the failure to keep your repair time promise, the failure to actually perform the work which you had agreed to perform during the first visit, nor would it explain the offensive behavior we encountered, but it would perhaps have been a just result and perhaps there are worse things than losing a dishonest customer.

 

However, if you are wrong and we are simply honest people who received very poor customer service, then your company has treated us very unfairly and it is us and not you who have been damaged and cheated by this interaction.    While we have no reason to believe that you will believe us now as you have not believed us before, we are confident that we have been wronged by your dealership and that your customer service has been far below any reasonably acceptable standard in this instance.  While you may not like or appreciate the negative feedback on your website or with the BBB, not only is it justified in our opinion, it would be dishonest of us not to report it.  We are honest people and believe we have an obligation to warn others when we believe such a warning is justified.  Again, we recognize that you may not believe that your company acted badly in resolving our concerns, but we may simply have to agree to disagree on this point.  Perhaps to prove our point, though we never demanded any repairs be done, we no longer intend to seek any further redress for our grievances from your company.  Some damage simply cannot be repaired and we are reconciled to our damages at this point.  If you choose to modify your company policies to prevent occurrences like this in the future that is up to you, if you do not, I think you simply have to accept the fact that negative feedback will be a fact of life for your company.  If you don’t want to be accused of poor customer service you can simply choose not to engage in it.  It is also unfair to ask us not to report our just grievances and concerns to other people.  As for us, we have learned our lesson and will never again choose to allow you to treat us the way we have been treated in this instance and we will take our future business elsewhere. 

 

Respectfully,

 

***** ******

Business Response:

*****,

Again, I am sorry that you are not satisfied with my previous response however after speaking with the dealership we still feel at this point we have offered a fair resolution to your issue.  Should you choose to buy the antenna the dealership will be happy to install it without any additional cost.  I understand the your frustration with the issue and again if you are willing to meet with ***** *********** and address the issue you are welcome too.  At this time we feel that the dealership has offered a fair solution that is within reason. 

Thank you.

****** ****

Executive Assistant

Consumer Response:  
Complaint: ********

I am rejecting this response because: it is how i was treated that is the problem. It wasn't the money.  I feel that you at Toyota Corporate, and definitely the Larry H. Miller Dealership have much bigger problems then whether or not you helped us.  Once again, I know that my truck was damaged at that dealership.  It should have been an automatic solution for them to fix it.  Obviously that was not what happened.  Then they went out of their way to prove that we were lying, which we are still waiting to see any kind of picture proof that ***** said he had but would not show us (all the pictures from each of our many visits over the month).  They also made a point to guilt us into stopping our inquiry as the only result would be that an employee would get fired (once again, you should NEVER tell a customer that).  Lastly, the antennae was the small issue, which is why they offered to fix it free of charge (maybe a $10 job) as long as we bought the part (~$80).  That is not a solution, and I feel really bad for you if you think that was the issue at hand.  ***** and **** are very shady people who should have no contact with the public.  That is issue you at corporate should be looking into.  There are things going on at that dealership that should not be associated with Toyota's company name.  Everyone involved has shown little to no respect for us as humans and the sad part is how we were very loyal customers for the last two years despite them being out of our way to go see.  As an endnote, we still to this day have not demanded that anything be fixed and all we are looking for is the conclusive evidence that ***** said proved the damage did not occur there. 

Sincerely,

***** ******

3/26/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a drive train warranty when I bought my vehicle because I was concerned with the high repair costs of a diesel motor and the first time that I tried to use this warranty I was told that the warranty does not cover that particular pump (fuel injection pump) it covers the electric fuel pump My warranty papers show that it covers the fuel pump leaving it pretty vague When I called the Provo dealership to have it repaired they told me that it was covered so I made an appointment and when I showed up they told me that they would not cover it and that I would have to take up the problem with the sandy dealership where I purchased it. So I called the sandy dealership and they once again said that it was covered so I again made an appointment and when I got up there once again they said that they were not sure and so I sat there for four and a half hours they told me that it would not cover that particular fuel pump And to take it up with the warranty place

Desired Settlement: I would like the pump fixed

Business Response:

******,

I am sorry to hear that you are having an issue with your warranty coverage.  I do not have access to see the exact dealership that you purchased your vehicle at nor, do I have access to the contracts to see the particular warrnaty that you purchased.  That information stays onsite at the dealerships.  If you purchased a Total Care Auto warranty you will need to contact them directly and give them the information of the part(s) that are needing to be replaced and they will be able to give you more information on what the warrnaty will or will not cover.  You can contact them directly at ************.

 

Thank you.

****** ****

Executive Assistant

Larry H. Miller Automotive

3/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Larry H Miller was the most hectic, and annoying car buying experience we have ever experienced. From day one, we were promised multiple things, getting the stereo fixed that was not working properly since the test drive, along with TPS (Tire pressure sensors),and a two year power train warranty. Then,we left the vehicle at the dealership because we needed the oil changed and get the tires balanced. The next day,I brought in my vehicle that was to be traded in because that was part of the contract. I took the jeep home and was told if they find cheaper financing then they contact us. After the weekend past,the finance person called us and told us that they found a way to finance for a lower rate. We drove back to the dealership, signed new papers with the lower financing,the warranty and stereo, along with the TPS were still promised. We went home,thinking that everything was final. Two days later,the salesman called us during the evening,and said they had papers for us to sign and it will only take a few moments. So we left our dinner,drove back up to the dealership for the fourth time,and were told the only way for us to get the financing is if we have a down payment. We expressed multiple times that we could not do a down payment at the time and that all we had was our trade in. After talking with the finance person for over 30 minutes. The manager comes stomping in and was very ignorant. States we cannot get our warranty now,and if we have any issues we can take it to court. So after having the conflict we just signed papers so we could get back to our dinner and be done. We were told at that point we could call in and make an appointment to get the damages fixed. A few days passed,and we called to get an appointment made and they told us that we needed to swap our names on the papers. We go in for the FIFTH time, and then were told they will wave the down payment if we fix the damages ourselves. We never agreed on a down payment. So, we lost all of the promises. It was a ridiculous ordeal.

Desired Settlement: All we want, is simply to have the promised that were made to us since day ONE met! We would like the stereo fixed, PROPERLY. We would like the TPS fixed. If you make the promise, you should follow through, not be snide and crude and get out of those promised by changing the paper work every time we would walk in the door.

Business Response:

******,

I am sorry to hear that you are having issues with one of our dealerships.  If you could send me the name and address of the specific location you are working with I would be happy to see what we could do about finding a resolution that is within reason to your issues.

Thank you.

****** ****

Executive Assistant

3/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: With the experience of buying the vehicle, we had issues from day one. We would sign one contract then they would change details without communicating what was changed, then call us in to make an appointment to get the repairs done that were initially promised, then tell us once we arrived at the dealership that we can not set up the appointment until we sign a new contract because they kept having issues with the financing. By the fourth time of the same issue, they call us in yet again just to finalize everything and set up an appointment to get the issues resolved and once we arrived at the dealership they told us we now needed a down payment. We expressed multiple times to the finance personnel along with the store manager ***, that we had our trade in vehicle and no down payment at the time of purchase, yet they kept insisting that if we do not have a down payment then they will take away our warranty. (Which was also promised at the point of sale.) So we signed our papers, again, for the fourth time, and walked out the doors and were told to call that following Monday to make the appointment for the repairs of the stereo and tires. (Which were promised MULTIPLE times.) The finance person called us that following Tuesday and told us that we just need to come in and resign papers because they needed our names switched on the loan. We drove to the dealership to sign papers yet again, now for the fifth time. We go in and signed everything, then *** tells us, instead of us having to do our down payment, he will just wave the down payment if we do the repairs ourselves. Again, they were promised to us from day ONE. Since we did not have the down payment, (which I expressed we only had our trade in and NO down payment) we had to sign a paper stating we will do the repairs ourselves. Our experience has completely ruined any trust and any chance of any recommendation to Larry H Miller. They are liars, and then when you try to talk about anything that they don't agree on they threaten legal action.

Desired Settlement: The way we want this resolved, is simply just to receive what was promised to us since day ONE. We would like the stereo fixed, which was damaged when we test drove the vehicle and was promised to be fixed. Also, the tire sensors (TPS), those were also promised after the test drive, simply because every time you start the vehicle it dings because of the lack of sensors.

Business Response:

******,

I am sorry to hear that you are having issues with one of our dealerships.  If you could let me know the exact dealership that you've been working with I would be happy to look into this problem further and assist in finding an appropriate resolution.

Thank you.

****** ****

Executive Assistant

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and they offered to speak with me regarding the complaint, I don't mind explaining my issue with the company, although it has been discussed multiple times. The location where the vehicle was purchased is Larry H. Miller Used Car Supermarket Riverdale, **** ******* **** *** ********** **** *****
Sincerely,

****** *****

2/17/2015 Advertising/Sales Issues | Complaint Details Unavailable
2/3/2015 Advertising/Sales Issues | Complaint Details Unavailable
1/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a car was told it would cost X & was charged $3100 more than agreed upon. Was told it was for tax, title etc fees but they were added already I asked several parties and kept getting told it was correct. I also called next day to cancel and was told it was too late. I have the vehicle and am so disappointed. I felt as if there was no option - now as I look to have work done in accordance to my warranty (oil change) I found out my name is not even tied to the vehicle and was sent to a finance manager named ***** after speaking with service. They transferred me to ***** to get my name added to the vehicle. After he told me he was transferring me back to service to handle I advised him I already talked with them. He hung up on me. This dealership used manipulation and took advantage of a woman who has rarely bought from a dealership. I was lied to, I felt intimidated when trying to get answers and just have had an overall horrible experience on all levels. I feel raw and taken advantage of. I realize I can walk from a deal but felt I was being told truths when in fact I was being lied to all along the way.

Desired Settlement: I want the full and proper layout of all fees charged from my agreed upon purchase price to the final financed price. There is an unaccounted aprox $3,100 and it appears to be a duplicate charge. If it cannot be properly explained for and part of what was originally agreed upon I want it refunded to me.

Business Response: Contact Name and Title: ****** ****
Contact Phone: ************
*********,
I am sorry to hear that you are have issues with one of our dealerships. If you could let me know which dealership you purchased the vehcile from I would be happy to assist in getting the issues resolved.
Thank you.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
They are requesting more information.

Larry ****** Toyota in Peoria AZ

Business Response: *********, I have contacted the dealership regarding your issue(s). They are asking for a little more information regarding your deal. Can you let me know what kind of vehicle you purchased and what the name on the contract is. As soon as I have this information then we can look into it for you.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
My name is ********* ******, the VIN# for my van is ***************** I have a copy of the negotiation sheet that says the purchase price and on top of that it says, "YOU WIN" I also have the details for the purchase price, taxes and the warranty I know and chose to add this is what doesn't add up. It is aprox $3,100 higher than what was agreed upon and I never got an answer just as outlined in the complaint.

Business Response: Contact Name and Title: ****** ****-Executive Assistant
Contact Phone: 000-000-0000
*********,
I have spoken to ***** our customer relations manager at the dealership and she has responded with the following:

The customer negotiated an X amount for the car that she settled on. She purchased warranties in the back that equal to $3,195: TCA is 2500.00 and gap 695.00

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
What is X? I am fully aware of the additional add ons that I purchased with those #'s I am still missing an explanation for aprox $3k. I have copies of the originally negotiation sheet that states we will pay X for the vehicle with tax title and license along with the warranties totaling $3,195 I was still charged $3,000 more than what was agreed.

I have the documents that support my purchase price and then add the tax title and license along with the gap and TCA please hear me I was charged $3,000 more than the original agreed upon price.

I was told at one point there was some vehicle certification items that I was being charged then they corrected that statement after I pointed out that the warranty sticker stated that the certification was already included in the price. I think it best if someone calls me and I can scan/email the form I was given that on the top states YOU WIN! It clearly states the agreed upon purchase price of the vehicle, I am not completely incompetent and can appreciate the additional valid fees charge for example tax, title and license then the add on items I chose which were the TAC and Gap. I then paid $10,000. I am trying to tell you that the difference here is in the agreed upon purchase price offered to me at the "salesmens" table it was increased $3,000 BEFORE all the tax. title license TCA and gap fees. This is what I want a response to.

I am disappointed at this response - certainly it makes me appear to be an idiot and not know that this would add to my financed amount!

I am owed an explanation and so far I have had this same type of response which is frustrating and makes me feel as though no one is taking the request seriously.

Please call me and or provide an email and I will send you the documents that show where the erroneous additional funds came into play. It is very disheartening.

1/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: THIS COMPANY REFUSES TO PROVIDE ME WITH A COPY OF MY CONTRACT BECAUSE THEY ARE STILL CHARGING ME FOR A 2004 CHEVROLET SILVERADO THAT I PURCHASED. I AGREED TO 72 MONTHS AND I AM ALREADY AT 80 PAYMENTS WITH THIS COMPANY. THEY TOLD ME I WOULD BE FINISHED IN NOVEMBER 2014 PAYING THIS VEHICLE OFF AND NOW THEY HAVE ME STILL OWING $2686.00. I HAVE CALLED THEM AND TRIED TO REACH A FAIR SETTLEMENT BUT THEY INSIST ON THREATENING BOTH ME AND MY WIFE WHO IS NOT EVEN ON THE LOAN. THEY CALL AND HARASS HER AT HER PLACE OF EMPLOYMENT AS WELL AS CALL HER AFTER HOURS REQUESTING PAYMENTS. AFTER SEVERAL FAILED ATTEMPS TO SPEAK WITH AN ACCOUNT MANAGER MY ACCOUNT REPRESENTATIVE CONTINUES TO ADD LATE FEES TO AN ACCOUNT THAT SHOULD HAVE BEEN PAID OFF. THIS IS A RIP OFF COMPANY AND THEY PREY ON THE INDIVIDUALS WITH CREDIT CHALLENGES AND CONTINUE TO AID IN INDIVIDUALS HAVING POOR CREDIT RATINGS.

Desired Settlement: I WOULD LIKE TO HAVE A CLEAR TITLE TO MY VEHICLE AND REFUND FROM THE EXCESSIVE INTEREST THAT HAS BEEN ADDED TO THIS ACOCUNT. I SIGNED UP FOR 72 MONTHS AND THAT IS WHAT I EXPECT TO PAY. REPORT THAT MY VEHICLE IS PAID OFF TO ALL THREE CREDIT BUREAUS.

Business Response: I'm sorry to hear that you're having an issue with our company.  If you could tell me what specific company from our group that you're referring too I would be happy to get it to the appropriate person.  I'm thinking that you may have been working with Prestige Financial.

1/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Deceptive practices and abuse on credit practices On Nov 17 2014 at around 9 pm my husband and I went to Larry H Miller Ford in Sandy, we were looking to purchase a vehicle, we told the sales person (I can't remember his name) what we were looking for, he found a vehicle on the lot we liked, I asked him to give us numbers, then the sales manager or financing manager (I can't remember his name) introduced himself to us and presented a deal for us with the vehicle in question of $1200 a month we said no, we were not willing to take on a payment that high, the sales manager or finance manager then asked us how much we were willing to pay a month because he was willing to make a deal because he wanted the car sold I told him no more than $800.00 a month, he then asked me if we were willing to lease I said "no" but he convinced me then he ran the numbers again, I told him the purchase needed to be under my name and credit only as my husband was purchasing a home and he could not touch his credit until he closed on the house he said no problem, I gave him all my information and he proceeded to run the deal. While he was running the deal and numbers my husband and I went to Arby's across the street for a bite to eat, when we came back we were told by the salesperson that we were approved and we had a deal under the terms discussed (a 39 month lease with $840.00 down and $840.00 a month) my husband then asked and confirmed with him if the deal was 100% approved and he said yes we approved and good to go. When my husband arrived in Alaska he called me and asked me if I went to sign the docs at the dealership, I said yes and explained to him how I received all the gifts from the dealership as a thank you, I also told him the docs were just two pieces of documents, my husband thought that was odd, he asked me if I paid the $840.00 down payment as agreed I said they did not ask for it, he also thought that that was odd, he told me he would call the dealership the next day as he just arrived and was trying to settle in his hotel. When my husband called *** the next day, he asked him if I signed the docs he then mentioned that the financing was not secure, he then asked *** why were we not told when the vehicle was delivered to us as we were told that night that we were approved and we had a deal. *** then told my husband he wanted his information to put him on the deal and he told him again that he could not due to the fact that he was buying a home. He told *** that they need to fix this situation as we were lied to and told we were approved and had a deal, then *** proceeded to tell him he had an approval but they wanted $17000 down payment, he told him again why weren't we told that the night we purchased the vehicle,I f we would have known that financing was not secure I would have never taken the vehicle that evening. We felt that we were being hooked on a sale and terms we never agreed with. During my husband's two week business trip in Alaska every other day he was on the phone with *** trying to figure the situation h finally told *** Ok we will meet you half way but you need to meet us half way and we can go with the approval and the $17000.00 down, even though we felt hooked and cheated he told him we can come up with $5000.00 in Dec $5000.00 in Jan and $7000.00 in March, after all they made a huge mistake and we were willing to move forward with the deal but again they needed to meet us half way. My husband never got a clear answer from ***. He then had a friend of ours go to the dealership and talk to the General manager as my husband was still out of town, (during all of this I was very upset) the General manager of the dealership didn't even care and told our friend either we come up with $17000.00 now or no deal, in the meantime *** went to other finance companies and pulled my credit 15 times and my credit dropped 35 points, my husband nor I never gave authorization for *** and or the dealership to do such thing we thought we were approved when we purchased the vehicle

Desired Settlement: They destroyed my Credit, they never returned our key fobs for our trade in vehicle, they kept the original registration. I can not buy a vehicle due to the unauthorized credit inquiries we want them to honer our Lease agreement we have signed with them. and an apology letter from their staff at the dealership.

Business Response:

********,

 

We are sorry for the negative experience you had here at our dealership. We do our best to convey your ***** to the financial institution based upon the information that is provided to us in the credit application that you filled out when you were present at the dealership. In some cases the financial Institutions will ask for proof of the information provided and unless you can come up with the proof of the information provided it limits us in the financing options that we can use. With this being the case I assure you we  explored all avenues in order to secure your financing for you.

 

It’s in our best interest to sell you a vehicle and provide your financing for you. With that being said, based upon the information you provided the financial institution was not willing to agree to the terms that were discussed and agreed upon between you and our dealership.

 

If there is anything else we can do for you please don’t hesitate to call.

 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

 I provided all information requested I was willing to work with you even after your mistake but your staff won't take the responsibility of their mistake, my husband asked your staff the night I traded my vehicle in for the new one if we were approved and the response was "yes we are good to go" with that information I proceeded with the deal and signed a contract, if your staff would have been honest and told me that I was not approved yet but I had good odds or we are still working on it, I would have NOT taken the new vehicle and traded mine in. I also did not authorize you guys to go to 15 different lenders and have them pull my credit 15 different times, If I would have known  I would have stopped the deal. Your staff was dishonest they were willing to make a deal under dishonest terms, because of that I have suffered a loss of 35 points on my credit score. I want to know what is your company going to do to fix that!! Also when we went to pick up our trade in  at your dealership your staff refused to give us our key fob which we turned in with our trade in and our original copy of our registration, how unprofessional!!!! so this is what I want:
My Key fob back
My original registration back
and how is your company going to compensate me for ruining my credit by being dishonest  

Sincerely,

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

Business Response:

This is an issue that needs to be directed to the dealership and the General Manager **** ********.  **** is aware of the situtation and will be the one that needs to handle this issue going further.  You need to contact him directly to work on a resolution for the issue.  I cannot guarantee anything that the dealership would be able to do but this decision is up to our General Manager at this point.

Thank you.

****** ****

Executive Assistant - Miller Automotive Operations

Consumer Response:  
Complaint: ********

I am rejecting this response because:

Until I receive resolution from corporate I will not be satisfied, I need my Key FOB Back, I need my registration back and i want a solution about me losing 35 points on my credit due to the lack of professionalism and pulling my credit 15 times, that your general manager **** was a part of...My complaint is against the whole dealership itself including the General manager for taking advantage of people, Being dishonest in his dealings and being very unprofessional. I want a Larry H miller Executive to give me a resolution not the dealership they did the damage. If you can not provide a solution from corporate, then what kind of company are you? Have Executives look in to the problem and get back to me with a solution.

Sincerely,

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

1/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Prestige Financial withdrew funds from an account that had been previously used without my permission. The rep said my account manager took the funds Upon being contacted by my account manager several times regarding my September 18, 2014 payment. I sent the account manager an email on September 24th, that the payment would be made on September 26, once I went online to process the payment, I realized that there was a pending payment that I had not authorized. I contacted Prestige Financial and was informed by a customer service representative that my account manager had taken the payment automatically. Since he was not available at the time, I contacted him later on that day and when I spoke with him he said that the customer service representative had taken out the payment. Either way this is not the truth. I never gave permission in writing or verbally for this payment to be taken. I was and am continually getting reminders about my payment being due before the due date. I am also being called several times a day regarding a payment that is not yet due. References that I have put down have also been contacted regarding my payment which I would see as a breach of contract and unfair collection practices. No one else is on my auto loan and I put references down at the beginning of the application. I have not received a copy of my signed contract as requested and am being sent emails regarding my breach of contract because a payment is not made on the due date. I have been harassed by my account manager about a payment and told that I could make a partial payment and it could be automatically drafted from my account. I did speak to my account manager supervisor and give verbal permission to take this payment. I was also informed that as long as a payment is made before the end of the month there would not be any further collection activity. I have spoken with **** my account manager several times each time if not agreeing to make a payment at that time he became rude and would speak to me as if I was a child, he told me to make the payment of 180, after I told him that my check was only 200. He didn't even allow me money for gas, when I asked what am I supposed to do, he chuckled and said borrow gas money from someone. At this point I became very upset and decided to speak with his supervisor. I explained to the supervisor that I wanted a new account manager and he said he would look into that. I never heard anything else until the next payment was due and it was from the same account manager. I have been called by numbers with a local area code in attempts to get in touch with me, once **** spoke with me he told me that I could get another account manager and that I was stuck with him until I either sold the vehicle or paid it off. I asked to speak to a supervisor at that time and was transferred to the supervisor voicemail, so I called back and was given a number by **** to the center. I asked why I couldn't have the supervisor direct ext number and was told that he didn't have one and because it was Saturday **** was the only one in the office so when I attempted to call the supervisor **** would answer the phone. When I asked if I could get the copy of my signed contract I was asked why I didn't keep up with it and that most people would have kept it in their glove compartment. This was insinuating that I was irresponsible and ignorant not to be able to keep up with my documents. I have been making payments on my vehicle for 2 years and my balance has only gone down by 2,000. I was not made aware that the interest rate would be of 20% and I am still waiting on documentation to show otherwise.

Desired Settlement: Due to the unauthorized withdrawal to my account, I have had to close my account and anything that was set up automatically has been since sent to a closed account which has caused numerous fees and accounts to be closed due to the account being closed. I would like to be compensated for each account that was not paid as well as any fees involved. I believe that this is a predatory lending effort and that they are abusing customer collection laws.

Business Response: Prestige denies the customer's allegations of predatory lending. Prestige did make an error and the payment and is willing to compensate the customer for the fees that were directly associated with this transaction. The customer will need to send in bank statements showing those fees in order for us the refund the money,

1/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Saleman offered me free oil changes for the lifetime of the car or for as long as I owned it. 10 months later they would not honor. I purchased a car here in March 2014 and was promised free oil changes for the full time that I owned the car. Of course, 10 months later they tell me that wasn't the case. I asked to speak with a manager (*******) who said he couldn't help me but what he did do was bring in the sales man who sold me my car. When I called the salesman on the carpet for offering that to me he started screaming at me and called me a "xxxxxxx xxxxx!" In front of my children. The sales mans name is ****. ******* told me that they never offer free oil changes for life but I have confirmed through several sources that they do.

Desired Settlement: I want them to honor the free oil changes for as long as I own the car as promised or pay me the value of the oil changes.

Business Response: Contact Name and Title: ****** ****-Executive Assistant
Contact Phone: ************
*******,
I have contacted the dealership from the address that you listed. The address is from our Chevrolet dealership in Murray and they are not showing you their system. Could you give me the exact name of the dealership that you purchased your vehicle, the type of vehicle and I will be happy to look into this further.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Yes, here is the name and contact info:
Larry H Miller Honda of Murray
**** ***** ***** ******* ******* ** *****
***** ********

Business Response: I was here on the day you came in and I have since done some investigation of the issue. I have looked into your paperwork as well as spoken to the employees that were involved with the situation. When purchasing a vehicle there are many components of the process that happen fast and sometimes things can be lost in translation and/or the communication can be interpreted differently by each person. This is the reason we have certain forms at the end of the process that attempt to remove any miscommunication and/or confusion. As I looked into your deal I could find no evidence of anyone offering "lifetime" oil changes to you. Furthermore, this is not something that is a common practice; we don't have a "lifetime" oil change package. The 3 forms include one form that clearly states the any additional items offered and clearly outlines that the dealership and the customer are responsible for any of those listed items but do not include anything not listed on the sheet even if it happened to be a verbal agreement. The forms try to remove any misunderstanding by defining that any and all agreements need to be represented on that form. Additionally, the agreement for the oil changes you did receive clearly outlines that it was for a 1 year timeframe and specifically outlines the expectations. I apologize if there was any confusion, but the terms that both parties agreed to are very defined and clearly outlined in the paperwork. As you are aware, I covered your oil change when you were in last and as a gesture of fairness, I would be willing to offer another year of oil changes. I really am sorry for any misunderstanding.

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
I will be willing to accept another year of oil changes. However, I do want to note for the record that the lifetime oil changes WAS offered to me and I have several friends on Facebook that have confirmed they received the same offer when purchasing their car at your dealership. Additionally, I would like to know what happened with the employee who called me a ***** while I was in the dealership. I am hoping he faced some major consequences for his actions. If he did not, I plan on getting ahold of the Miller family to advise them what had happened and how their employees acted. The final "paperwork" was not gone over with me with a fine toothed comb. The only thing I reviewed were the loan/financing details not the extra so called "perks" that your salesman was offering. Your dealership should make it a point to review those with customers and also request that they initial or sign something proving that they have been reviewed with them. The salesman should also be present when the customer is finalizing the loan so that there are no chances of "miscommunication". How do I redeem the next year of oil changes? Is it recorded under my name?

12/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I own a 2005 Chevrolet Classic and I had received a Safety Recall notice from Chevrolet in September 2014 to have my Ignition Key device replaced. Larry H. Miller in Orem had said that they would replace the part for me, but every time I bring my vehicle down to them they keep telling me that they are out of parts. I have scheduled 4 service appointments and nothing has been replaced in my vehicle. My most recent visit was on 11/4/14 which resulted in them telling me that they don't have the required parts to fix my vehicle. The dealership had had tampered with my Ignittion Switch in my vehicle causing my vehicle not to start properly at all. They claim that they had never touched it, but my vehicle worked fine before I brought it to their dealership. I a not only upset about the fact that they had lied to me 4 times telling me that they would have the parts available, but they had messed up my own form of transportation that I rely on to go to work with.

Desired Settlement: I am asking that Larry H. Miller Chevrolet not only fix the Safety Recall Issue in my vehicle, but they fix my Ignition Switch back to the way it was before I dropped my vehicle off with them on 11/4/14 at 4:30pm.

Business Response: Contact Name and Title: ***** ***** Service Manager
Contact Phone: ************
Contact Email: ***********@lhmauto.com
We do not have record of Mr. ******* having 4 appointments with our dealership or coming in to our service department 4 times, we do have record of him calling after receiving a recall letter from Chevrolet for us to order his parts, the parts for he's recall have been very hard to get and have taken many weeks to get them in, even after we receive the parts for the recall sometimes the customers keys will not work with recall parts supplied by General Motors, so new keys have to be ordered, Mr. ******* did visit our dealership on the evening of November 4th, he arrived at 4:12pm and left at 5:41pm while we tried to fit the recall parts to his old keys, he's 2005 Chevrolet Malibu sat in the service drive directly under a video surveillance camera, I have played back in video from the moment he arrived until he left, and nobody touched his vehicle, we only worked with his keys, I am willing to replay this video to anyone that would like to view it, there for we did not tamper with his ignition switch, we are still waiting for his replacement keys to come in.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response to the complaint simply because they are claiming that they never touched the Ignition Switch and I honestly do not believe that they spent about an hour just examining my car key.
I honestly believe they are trying to cover up something that was done by telling me that they had never touched the Ignition switch.
I find it very odd or suspicious that towards the end of last week a lady named ****** had called and tried to invite me a VIP Sales Event for Saturday and I made it clear to them that I do not want them to sell me anew vehicle.
I want them to just be honest with me about my vehicle and nothing else.

Business Response: Mr. *******, I have spoken with out service manager ***** ***** regarding your situation. You are welcome to contact him direclty but at this point we are in aggreeance with his previous answer. If you wish to view the video of your vehicle in our service department ***** is happy to show this to you. It is our understanding that this is a difficult part to obtain and that once it is available it doesn't always fit keys due to the age of key/vehicle. They are willing to attempt to do what they are able to do to satisfy your issue within reason.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their resolution simply because they had messed up the key that I brought with me at the time of my last appointment.
I am fortunate to have a backup car key that works for me to get my car running.
My girlfriend and I were told that a part would be ordered for me and that it would correct this problem with my Ignition Switch and now after reading the last statement from Larry H. Miller it sates that it is a difficult part to obtain and once it is available it doesn't always fit the key due to the age of the key/vehicle.
I had received recent correspondence from them wanting me to trade in my 2005 Chevy Classic as a Trade-In for a newer vehicle.

Business Response: Mr. *******, I have spoken with our service manager ***** ***** regarding your situation. You are welcome to contact him direclty but at this point we are in aggreeance with his previous answer. If you wish to view the video of your vehicle in our service department ***** is happy to show this to you. It is our understanding that this is a difficult part to obtain and that once it is available it doesn't always fit keys due to the age of key/vehicle. They are willing to attempt to do what they are able to do to satisfy your issue within reason.

12/29/2014 Billing/Collection Issues | Complaint Details Unavailable
12/16/2014 Advertising/Sales Issues | Complaint Details Unavailable
12/11/2014 Billing/Collection Issues
11/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The dealer lied about a rebate and told me they had never heard of it and that there were no rebate for my truck. Around four weeks ago my wife and I bought a 2015 Toyota Tacoma for Larry H Miller in Peoria AZ; I even gave them a five star review as at the time I felt like the sale was an honest one. While talking over the price with my salesman **** (who I still hold no ill will towards) I inquired about a graduate credit that I knew we qualified for, he stated that he had never heard of it and that I need to ask finance guy. The finance guy ****** ******** told both me and my wife flat out that Toyota doesn't offer any rebates or discounts on the Tacoma because they are a hot item and they don't have any need to. He confirmed this two times and was very clear that no rebate was available. This was after I refused to be upsold on almost $3500 in additional warranties. I spoke with Toyota later as I didn't believe what I was told by ****** and they confirmed that I did indeed qualify for the rebate. I then called ****** back and within two minutes he said yes there was a rebate after asking where I heard about it and said that I didn't qualify for it and then tried to find every reason in the world top say it wasn't available to me. He also added that had I received the rebate that the dealer would have lost money on the deal. I then called their customer service manager Irene who after finding out if my loan had been funded and paperwork finalized told me she would call me back with a fix and then refused to return my voice mails or call me back. I even called the General manager *** ***** **., this guy shook my hand after I bought the truck and thanked me for coming to his dealership, he has yet to return my calls too. Over all I love the truck but what a shameful display by the dealership. I've made sure to let everyone I know avoid this dealership and I'll be filing a complaint with the BBB but don't expect any results for Larry H Miller.

Desired Settlement: All i want is the $750 rebate or something worth $750 for my truck.

Business Response: Contact Name and Title: ****** ****-Executive Assistant
Contact Phone: ************
After speaking with the General Manager *** ****** he was going to contact Mr. ******** to reach an agreement regarding this issue.

11/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dealership charging practices On 9 Oct 2014 I brought my truck in for service, it needed the computer re-flashed. This job is a 5-10 min job max. Since they were busy, I was willing to wait in line until they could get to my truck. After an hour they brought it back to me, but LHM employees proceeded to charge me for a full hour $92.49. I said "it doesn't take an hour to re-flash a computer", they "said it was an hour since I arrived and that it's $92.49." I GUARANTEE there was no mechanic on my truck for a full hour, or even a half hour. I was willing to pay for a half hour because I knew it would be rounded up. But a full hour???? Come On!!!

Desired Settlement: I'm only asking for a little honesty, that is the cornerstone of integrity! I would only like to see half of my money refunded. I'm willing to pay for an honest job that requires some type of work. Plugging a computer in a jack and pushing a button to re-flash the computer is not an hour job! I'm a certified Automotive / Aviation mechanic by trade as well, that's why I know the difference.

Business Response: Contact Name and Title: ****** ***** Service Manager
Contact Phone: ************
Contact Email: ******@lhmauto.com
Mr. ***** came into our service facility and requested we re-flash the modules on the truck back to the factory settings. We generated the repair order and quoted the $80 plus tax for the repair to perform the re-program. The prcie for all computer module re-programs is $80 and is in line to every repair facility in the Weber County area. The technician does plug into the truck and navigates the computer programming software to return the trucks modules to factory settings. The customer charge does pay the technicians time to re-program, but we also get charged monthly from Chrysler for the software and equipment that is used to perform the repair. The technicians also recieve a lot of training for these types of repair. While it is pretty simple, if performed incorrectly it can erase one of the computer modules and they cost anywhere from $600 to $1800 for this truck. The truck was then returned to the customer and hepaid the $80 plus tax and signed the accounting copy acknowledging the price and payment for the repair. The customer did reach out to my consultant, Mr. ****** after but was satisfied with the repair that was performed.

11/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Vehicle was scratched during routine service. Business has been unresponsive to repairing the damage. Had routine service done on my 2010 RAV4 (new brake pads, 30k mile 4x4 maintenance, and a service related to a recall). Upon picking up the car, there were large scratches on the rear right fender that were not there before. When I pointed it out to the service person, he agreed that he did not notice it when I brought in the car - and said he would refer the matter to his manager. Its been a couple weeks now since I've heard back from them, and dont have the time / patience to keep running around. Simply want the damage fixed that they caused. Other than this, I've had excellent experiences with Larry Miller Toyota.

Desired Settlement: I just want them to fix the damage they caused on the rear right fender of my car.

Business Response: Contact Name and Title: **** ********* Assistant Service Manager
Contact Phone: ************
Contact Email: **************@lhmauto.com
I left customer a message letting him know we'd like to see it to see if we can fix here. I have not heard anything about it until now I talked with **** and she has not heard anything either. We have no problem trying to correct this issue.

11/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I seen a Vehicle on line and call them about it, they asked for a deposit and I gave them to them the very next morning my wife get very sick and she stays at the hospital for the next 3 days , I spoke to ****** ********* the same day that my wife ended up at the hospital about not moving forward with the purchased my wife's health is more important than any vehicle at the moment to please understand my situation since than we text back and forward every single day about my refund he claims he processes every day by telling me it will be done today and nothings shows up I contacted my bank and there is no attempts of any sort of refund whats so ever I don't get how hard is to go back to the machine and type my Debit card number again as of right now I'm tired of being lied to when I need my money to get my wife's medicines or any other expenses. Product_Or_Service: $1000 down for new vehicle Account_Number: none did not get tha

Desired Settlement: DesiredSettlementID: Other (requires explanation) I just want my money immediately refunded back to my card

Consumer Response: They finally refunded my money thank you

Business Response: Contact Name and Title: ****** ****
Contact Phone: ************
******,
I am sorry to hear that you are having an issue with one of our dealerships. If you could let me know which dealership it is that you've been working with I would be happy to get this to the appropriate people.
Thank you.

11/20/2014 Problems with Product/Service | Complaint Details Unavailable
11/17/2014 Problems with Product/Service
11/17/2014 Problems with Product/Service
11/17/2014 Problems with Product/Service
11/17/2014 Problems with Product/Service
11/17/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: LH Miller used car marketing Free IPAD, IPOD & MACBOOK PRO advertising states underneath "yes you get all three!") first 100 buyers I have an issue with a LH Miller used car lot not honoring their marketing (the part that is missing is FREE IPAD, IPOD & MACBOOK PRO advertising states underneath "yes you get all three!") that got me in the door. They told me once my loan was funded so now its funded & they tell me that there wasn't any money left in my car deal to honor their marketing. I have a copy of the flyer attached to this email, the flyer was found in the "Hometown Values" monthly magazine, September edition. The fine print reads as follows: "Not valid with any other offer. Not valid on previous purchases. Larry H Miller is not an Apple-retailer. A gift certificate will be provided for Apple products or any other qualified electronic. Offer valid for first 100 buyers only. Offer ends 9/30/13." I went in on Sept 2 2013 (Labor day weekend) & traded in my car and made the purchase of almost 40k for a used Subaru Sti. Being that I bought on the 2nd I confirmed that I was within the first 100 and they confirmed I was. I would love some help. Here is what I've done so far: As of this far I have tried to call **** ******* COO & was diverted to a **** ******* (10/3/13) at Super Ford XXX-XXX-XXXX. He was sympathetic & told me anything he could do to help me he would that his dealership gets a bad name from all the deals the used lot does & don't honor. He gave me another Corporate number, ************ (10/4/13) "******" talked to me & had the manager (******** 10/4/13) from the Murray Used car supermart call me and basically tell me the same thing again that they didn't make enough money on my car deal to honor anything, but he would talk to his manager & get back with me. Yesterday (10/7/13) I called back to ****** at corporate to see what the status was since the dealership didn't call me back. I just got a voicemail stating that the Used Car Mgr reported back to her that he handled it with me. I will call ****** again today. As of this far I'm getting the major run around I paid & spent way too much to get treated this way. As most families we are a young struggling family & work very hard for our money. When I make a business deal I want to know that not only do I honor my end of the deal that the other party does as well.

Desired Settlement: I want the items offered in the deal that I went in for & did my end of the deal for.

Business Response: Initial Business Response /* (1000, 13, 2013/11/19) */ Regarding the complaint that is stated. To recieve the promotional items that were disclosed in the said advertisement it needed to be presented at the time of sale. This customer did not do that to claim this particular promotion. When the customer brought the promotion in after the sale they were informed and recieved a discount in lew of any promotions when the signed paperwork to finalize financing. Any further questions please contact me at XXX-XXX-XXXX. ******* ******** General Sales Manager Final Consumer Response /* (3000, 24, 2013/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did bring with me at the time of purchase the dealership even kept my copy in my file. Stating they couldn't honor until my deal was funded. I got another copy of the offer from a neighbor for my records. Your reply makes no sense in lieu of a deal "that i didnt bring in you gave md a discount" I think not. I paid more for the car than the "asking" price as well as Internet price. I have never talked to ******* ever. The dealership called me & said they would talk to their Mr on what they could do to make it fair. Never heard back hence this claim. They stated they wanted to make it right with me but didn't make enough money on the deal. No where does it state an amount overage you have to pay to get a deal they offer. Did however state first 100 customers get the deal starting September 1st. I bought my car September 2nd. After thing stated from the mgr at the time of sale was he had never seen this flyer or offer prior to but agreed it was in fact the right dealership i was at. I don't live local to the dealership i live over 40 miles away we came specifically for the sale/offer we rcvd. The dealership is not keeping their word as well as the "entertainment package" with lh Miller other companies coupons for like say free movies. We rcvd nothing but our plates. Final Business Response /* (1000, 22, 2013/12/10) */ I have spoken with the customer as well as our General Manager and General Sales Manager over the Used Car SuperMarket in Murray. Below is the the response from the dealership. Our corporate office is in aggreeance with the dealership. The advertisement was not brought in on the initial visit as it states to receive the Apple products. She was given a discount on the vehicle in lew of that. We will not be doing anything further with this. Please see the original response from ******* ******** below and contact him with any questions. Regarding the complaint that is stated. To recieve the promotional items that were disclosed in the said advertisement it needed to be presented at the time of sale. This customer did not do that to claim this particular promotion. When the customer brought the promotion in after the sale they were informed and recieved a discount in lew of any promotions when the signed paperwork to finalize financing. Any further questions please contact me at XXX-XXX-XXXX. ******* ******** General Sales Manager

11/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have attempted to have a transmission repair done at the Avondale, AZ location but they have not been able to repair the issue after five attempts I purchased a brand new truck from larry h miller dodge in avondale in October of 2013. Since then, I have had to bring it in to them over five times to let them attempt to repair a transmission problem. They have yet to repair the problem and I have requested they replace the vehicle under the lemon law, which they have so far failed to do so.

Desired Settlement: Replace my vehicle with the same one under the lemon law statute of any more than four failed attempts to repair the issue results in a refund or replacement.

Business Response: Contact Name and Title: ****** ****-Executive Assistant
Contact Phone: ************
I have been in contact with the customer as well as our General Manager **** ******* at the Avondale Dodge location. **** contacted me on 11/4/14 after he had spoken with the customer and he was helping hin to get in contact with the appropriate people to get his vehicle issue handled.

10/31/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Salesperson lied in order to convince me to lease a new car before my old lease was over. I am now being sent to collections for the previous lease. I have been leasing Lexus' through this dealership since 2003. I received a call in March of this year notifying me that my then current lease was over as of May 20th and I could either lease another car from them or return the vehicle. I decided to lease another vehicle through them, which I picked up in May. The following month I received two lease statements- one for my old Lexus (which I had returned to them) and one for my new Lexus. I contacted the dealership and I was notified that my previous lease was actually not over until July 20th and I owed two more payments for a vehicle that was no longer in my possession. After several phone calls to the dealership and speaking with the manager a number of times, they finally agreed that I was not responsible for the last two payments and I was told that the dealership would pay them on my behalf. On October 16th I received a statement in the mail from a collections agency. After contacting the dealership and the collections agency I discovered that instead of paying the last two payments and returning the vehicle as a standard lease return- which is what the manager told me he would do- the dealership returned the car as a "default" on the lease and sold it at auction for far less than the car was worth. They then sent me to collections for the difference between my lease buy-out rate and the amount they sold the car for. I never received any notification of these proceedings until four months later. I am now in collections for nearly $4000 and the dealership claims there is nothing they can, or will, do about it.

Desired Settlement: I would like the amount that has been sent to collections removed. I would also like the dealership to contact the credit bureau as this will undoubtedly affect my credit score.

Business Response: Contact Name and Title: *** *****
Contact Phone: ************
Contact Email: ******@lhm.com
I completely understand how frustrating it must be to have collections from Lexus Financial Services engaged.
We are in the customer pleasing business, however, the agreement between a lending institution and the customer is outside of our control.
That does not mean we do not care. We have met with our customer and resolved concerns. We have also been in contact with LFS to see if there could be a further discussion between them.
It is our understanding from the lender, that there was an unpaid balance that has been ignored or dismissed by our customer from the lender and led to fines and fees.
I believe the resolution lies with our customer working with the lender to negotiate a resolution.
If they need any individual contact information for LFS, please reply.
*** *****
GM
LHM Lexus
************

10/29/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I have two complaints. Guaranteed money back Product defective First let's start with my first complaint. When my husband and I purchased this vehicle in 2012 we were told we had to give $1,000.00 as a good faith deposit and we would get that money back if our old vehicle was in the condition we stated it was. We lived in Arizona, but were purchasing the car in Utah because that is where we purchased our old 2010 Jeep. After a sales person from Larry H. Miller Bountiful drove our new car, 2014 Jeep Grand Cherokee to Tucson, AZ from Bountiful, Utah and verified our 2010 Jeep was in the condition we described. He said he would let his manager know that it is the condition and we would get our good faith deposit back. However, when we called a week later to verify everything was good, as they told us "The Jeep looks great." They would not give us the money back that we never authorized them to use. It was only to be a good faith refundable deposit. Now, fast forward 2 years. We have driven this jeep for roughly 41,900 miles, given the 784 miles it takes to get from Bountiful, UT to Tucson, AZ. Not only is the transmission acting up, and has been for almost a year now, the plastic panel on the outside of the jeep is coming off due to what I believe to be the sun, and adhesive they use. Also, the rear lift gate interior plastic panel has sheared off. And lastly, the driver side door leather is coming off of the frame. Bottom line, my husband and I paid $2,000.00 for extended warranty, and nothing that is wrong with the vehicle is covered, when the sales person from ***** H. Miller, Bountiful informed us it was just an extension of the manufacture warranty. We would just like for either these pieces to be fixed and our 1,000.00 good faith money back, or the cost of the warranty returned and the $1,000.00. Larry H. Miller took advantage of the fact they we PCS'd and due to work would not be able to go there and trade vehicles.

Desired Settlement: We would just like for either these pieces to be fixed and our 1,000.00 good faith money back, or the cost of the warranty returned and the $1,000.00.

Business Response: Contact Name and Title: ***** *******, General Manager
Contact Phone: ************
Contact Email: ********@lhm.com
I left a message on ***** and ****** ********'s phone number listed in the BBB complaint. On 10/16/2014 we were able to speak directly to each other on the phone. They were out of town on vacation but I was able to explain to them some of the research that I was able to find.
With my office manager's help we located copies of the vehicle transaction of the purchase of the 2013 Jeep Grand Cherokee. They had a complaint that a $1000 was to be a refundable amount back to them. We have a copy of a credit receipt of $500 and it was shown as down payment on the contract of sale. They were happy to hear that it was only $500 but still frustrated that they could not get it back even now, because it was used on the contract to reduce the amount financed. There was an amout of $1000 listed as a rebate, that rebate was a credit from Chrysler that was also applied to the contract, thus lowering the amount to finance also. So the paper work is accurate as to the correct down payment and rebates that were available at that time.
The other concerns were with the actual Jeep itself. Complaints of the transmission and body moldings not being right. They thouht that the extended warranty would have been able to help with the body moldings but it probably will not be covered under the items that it can be used for. I told them that we had a dealership that is part of our ***** H Miller group of dealerships in the area in which they live. I told them that I would contact the GM of that store and have him get in contact with them personally to see if we can help them in any way possible with their concerns. I spoke personally with ***** *****,the General Manager on Saturday,10/18/2014, he is more than willing to get involved to help. I gave him their information and he will be contacting them. I also just sent an email to the ********s about ***** ***** involvement from our Tucson store.
We are always concerned about any complaint at our store. Even though I was not here during any of the transaction of their purchase I am always willing to help in any way possible. Please contact me if I can answer anymore quesitons regarding this matter.

Thank you,

***** *******
General Manager
Larry H Miller Chrysler Jeep Dodge Ram Bountiful
office ************

10/28/2014 Problems with Product/Service | Complaint Details Unavailable
10/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Larry H Miller Volkswagen of Avondale was extremely unprofessional as a business. I purchased a 2012 Jetta and I submitted proof of income, proof of insurance, and everything that was required in order to purchase a car. Before my auto loan could be approved I switched jobs, During this time Larry H miller Volkswagen of avondale advised that they would need a new pay check stub in order for the process to be complete. I informed that I get the paycheck stub on 7/04/14. They were very unprossional from that time on. They proceded to texting me constantly, calling me continuesly on my cell phone while I was at work. I informed everyone I spoke with that I was working, the time that I got off and they did not care, they continued on texting and calling leaving threatining voicemails and text messages, stating they would repo my car and infact keep my down deposit, This of course is against the law . I informed the gentleman who claimed he was a supervisor to stop texting me and being so unprofessional, he told me he did not care bring him his car back and dont expect a deposit back. To be such a credited Car dealership and have such lack of customer service, professionalism and respect, was very dissappointing.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to go on with keeping the car and making my payments as it should have been, or simply returning my deposit.

Business Response: Contact Name and Title: ** ******* General Manager
Contact Phone: ************
Contact Email: ********@lhm.com
this customer failed her bank interview. Also she changed employement before the deal funded. We could not obtain financing for her without getting additional info from the customer. The customer would not contact us back nor return the vehicle. We were forced to file a police report and report the car stolen. We have finally located the vehicle in california. This customer to this day has not contacted the dealership or returned any phone calls

10/23/2014 Problems with Product/Service
10/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased an extended warranty on my car from a program the dealership offers called Total Care Auto. On 7-23-2014 I sold the car to a private party. On 7-26-2014 I went to the dealership to cancel the warranty as I no longer own the car and I am entitled to the refund of the unused warranty. I presented all the correct paper work and completed the warranty cancellation request on 7-26. I am familiar with the process and the individual in financing advised me it would take up to four weeks. On September 5th(6weeks later) I contacted Total Care Auto @ ************ and provided my service contract # and was told they have not received anything and provided me their contact person at this dealership by the name of ****** @ ************. For two weeks I called and left five voice mails kindly asking for status of my cancelled warranty. I never received one phone call from the dealership. When I had questions regarding my financing I received the same type of treatment and had to drive down on my day off to address my questions which where handled. On September 20th I had to drive to the dealership and I asked for the general manager as I was concerned as to why no one would return my calls. The dealership denied my request and brought out a sales manager. I explained my concerns as to why I have to drive down to address why you all have not processed my cancellation request. The finance person stated accounting was closed as this is where this ****** works and they stated they were sorry and this would be a top priority for them on Monday(9-22) and I would get a call to provide me status. I did not receive a phone call. I have called and called and drove 45mins to the dealership to address my concerns and they continue not to help or look into it. Can you please help me as I am not sure what to do at this time. I contacted Total Care Auto and they advised they still don't have my information submitted by the dealership. Product_Or_Service: extended warranty Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I simply requested for them to just call me back and advise of the status which they still haven't. I even stated to them to just please have accounting call me back. I don't want to drive down there again as they just keep saying sorry and do nothing about it and say they are going to handle it. I am very sorry I purchased a car at this dealership because as soon as I bought it my phone calls always went to voice mail and they never returned my calls. Can you please help in having them process my request.Thank you,****

Business Response: Contact Name and Title: ****** ****-Executive Assistant
Contact Phone: ************
****, I am sorry that you are having this ongoing issue with our dealership. If you could please inform me which specific dealership it is that you've been working with I would be happy to contact the appropriate people and get this handled for you.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
The dealership is Larry H Miller Dodge located in Avondale AZ. Please take the time to read my complaint as I list names and phone numbers so you can process it more efficiently. I am unclear as to why you are asking me what dealership?
Since the complaint I have received a phone call and my check so that concern has been addressed. The very poor customer service that appears to transcend into every department there is of concern. As my complaint stated no on there will return your phone call. A simple returned phone call would have not resulted in lost future business with this dealership or having to take time out of day to contact the BBB for help.

Business Response: ****, I understand that the frustration that you are feeling towards the dealership. I wish that I knew each of the employees at each of our dealerships but unfortuantely with 54 dealerships in 7 states it's tricky to be able to know each one of them on a first name basis. So, I do apologize if there was some delay to getting your complaint looked at.
It appears from your last response that the issue(s)has been resolved. I have also sent a copy of this complaint to our Senior Vice President over the Arizona market to look at with the General Manager of that location. We take each complaint that is filed very seriously and if we are having an issue at one of our dealership we appreciate our customers bringing it to our attention. If you should need any further assistance please feel free to contact me. Thank you.

10/2/2014 Problems with Product/Service | Read Complaint Details
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Complaint: The dealership has neglected to order a promised driver's side seat belt replacement and engaged in malicious sales practices. I purchased my 2004 Liberty Sport Jeep from the Larry H. Miller dealership near the beginning of September, 2013. This vehicle has since existed in one of two conditions: suicidal death trap, or immobile pile of trash. I have spent a lot of time trying to get the dealership to make good on their promises to fix the driver's side seat belt but 12 months and dozens of phone calls later they have yet to order a replacement. Despite several requests when I purchased the Jeep, they refused to provide a REPORT OF THE JEEP'S MAINTENANCE HISTORY. The salesman was *** ******. My first red flag was that the driver's seat belt wouldn't engage. The salesman assured me that it would and even brought out some grease to lube the buckle. Even with the grease it took me 15 minutes to engage the buckle. They promised that they would pay to have the buckle replaced; cost of a replacement was $60 plus whatever labor it took to install. It always took about 10 minutes to get the buckle to work. One day the buckle reversed its obstinacy, and refused to disengage and let me out of the car. The buckle wouldn't let up, the straps wouldn't loosen to let me slide out, and I had no way to cut the straps. I got so frustrated and spent so long battling with the thing that I finally broke the buckle in order to escape. After this, of course, it wouldn't engage again at all. I called the dealership to make good on their promise to fix the buckle and spent THREE HOURS on the phone trying to help them remember that they took this responsibility on themselves. I finally got someone's personal number; this person sent me a text message telling me that they were in a meeting and would get back to me. I was contacted later and told that yes, they would still take care of it. Every time since this when I call in they tell me that they don't have the right parts yet. ORDER THEM. Aside from safety, the vehicle also has issues actually running; the car starts hit-and-miss or just doesn't start at all as of March 2014. I bought a new battery, I spent $300 on diagnostics to check the battery, the alternator and the microchip but they told me everything was fine. They finally told me that I should have it towed to their place when it doesn't start so they can look at it when it's really in a mood. At this point I was fed up and called the manager, *******. I hoped to get out of my lease and give him his hunk of junk back, and he offered a trade-in value of just over half our original agreement or a cash value of less than a third of the original agreement. A pittance. Bottom line: My need for a vehicle was apparent and these guys hustled me into a disaster. It was my first time buying a car, I'm a younger woman and fell prey to their well-earned stereotyped car salesman ways. Without letting me know, they sold this Jeep to me "as-is" to avoid needing to have it pass safety inspection, but here's the kicker: despite not having it inspected, THEY STILL ISSUED ME A TEMPORARY PERMIT AFTER THE SALE. This is contrary to MVED regulation. For every car sold that is not given a temporary permit, the dealership has to fill out a "Motor Vehicle Dealer Monthly Report of Sales (Form TC-928)" form; they effectively dodged this obligation by negligently issuing me a temporary permit despite not having the vehicle pass safety inspection. Get your act together, Larry H. Miller employees, you peons represent a man with real character.

Desired Settlement: Fix the seat belt and any other necessaries so that the Jeep will pass safety inspection with flying colors. Cover, in full, the costs of replacing the alternator, as this is what is most likely causing the jeep to not start.

Business Response: Initial Business Response /* (1000, 5, 2014/09/25) */ Contact Name and Title: ***** *********** Contact Phone: XXXXXXXXXX Contact Email: ************@lhmauto.com This is pretty simple. Sometime after the purchase the customer brought to our attention that the seat belt was sticky. We gladly said we would look into it and purchased the necessary part. We had the part for over three months. Appointments were scheduled and the customer never showed up to perform the repair. We made several attempts to reschedule with no calls returned. It's has been 1 year since the transaction and we are still happy to honor the repair of the seatbelt-buckle we just need 3 days advanced notice so we can repurchase a part and will need the customer to make/keep the appointment. Please contact **** ** in our service department at XXX-XXX-XXXX. Thank you. Initial Consumer Rebuttal /* (2000, 7, 2014/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) The reason the car hasn't been able to be brought in to fix the seat belt is because it has had issues starting properly since March 2014. You understand how that would prove to be difficult, with 3 jobs and school, to make a trip 1/2 hour across town, to a dealership who wont ever return my phone calls and expects me to wait several hours to fix it after waiting 6 months plus for the part. I will come in Tuesday October 7th at 11:30 am to have it fixed and pass inspection, so I can legally drive it under proper registration.

9/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Larry H Miller Honda on 5800 s state street to buy a car. They got me a Van instead and did not get me financed and kept my down payment of 1600. Larry H Miller Honda on 5800 s state street to buy a car. They got me a Van instead and did not get me financed and kept my down payment of 1600. I was greeted very nicely and made to feel I was part of the team. I went to LHM to get a car and was shown a full sized Van and 2 cars that were horrible. I was talked into getting the Van. a few days later they told me that I needed to give them more money of 600 dollars. my 1000 down payment was not enough for the finance company. I asked to trade in the Van as it was not particle for me to have a single person. They showed me 2 more cars but stated that I would have to come up with even more money down to get them. week went by and they needed me to send a check stub in again for the finance company. LHM told me that the finance people would call me for a interview. When they called me, they told me I was approved for a car that I did not know about and not the Van. I returned the Van and they kept my money. In the contract it states that if you are not financed that the dealership can only charge you for mileage and ware and tare which I agree with. They charged me 10% of total amount of Van plus mileage Plus detailing the Van and what ever other ones totaling around 1300 dollars.

Desired Settlement: I want my 1600 minus the mileage on the Van and the cost of cleaning if needed. as stated in the contract.

Business Response: Initial Business Response /* (1000, 5, 2014/08/29) */ Contact Name and Title: ***** ******* General Manager Contact Phone: XXXXXXXXXX Contact Email: ********@lhm.com From the research I can do, the financing was and is still arranged on the van. The issue is that Mr. ******* has breached the contract by not verifying the information he said he could. I am willing to look at options for other vehicles in our 1000+ inventory we have access to as well as be reasonable on a solution for the current complaint. Initial Consumer Rebuttal /* (3000, 7, 2014/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response would have been good if it was given at the time of the original complaint, but I do not want a vehicle from their company anymore. I tried to get another vehicle at first and was told that only way I could was to come up with 3000 and it would make more sense to save my money. That was the only option I was given. So I was then told that I could give only 600 more, making it 1600 total and keep the van, that I did not want. I would have loved to trade in the Van option in for a smaller car at LHM, but I was not given a realistic option. I am not in a position to go back now and give LHM more money for an option they think I will like. I did not put everything in the first complaint so I will add more here..... I am a single man that has horrible credit and needed a car. I went to dealership just trying to see what I could do and I was brushed off. I then went to LHM Honda and they treated me very well and said they could get me financed no matter my credit as long as I had a job. most companies are doing that this year for some reason. I did not think I would get financed, but I was looking for something I could get for cash. I was then shown the Van as an option and the 2 other cars that were not real options. I was convinced that the Van was what I could get, so I began with the option on the Van. I came back a few days later and explained that I was single and that it was way to big for me. They said they had options for me. I went there and was shown 2 more cars, the Subaru and the Civic. The Civic had over 150k miles on it and was over 10k total. I did not want it, but that was a better option then the Subaru and the Van. This is when I was told it would cost me 3000 to get it and it would be a better idea to keep the Van and save the money to go on gas. There was a 2010 Toyota Varis with 30k miles on it that was online that I was looking at while waiting for them to talk. This would have been great , but I was told it was not available any more and the salesman told me that they put those kind of deals online to fish for people knowing that it would not be there when you arrived to look at it. I am still confused why he told me that. I then told the salesman I did not want the van either and wanted out. He asked the finance guy and he told me that if I wanted out I would have to pay all the money I had paid him 1000 dollars and was then convinced to give the extra 600 as the only option. At this point I had the Van and was still waiting on the bank or who was financing me. The finance guy called me and said that they still needed more information from me. later the night I sent him an email of my issue. I was called that night by the finance people a girl, can not remember her name, and was asked if I liked the Civic and wanted to know information about me. I explained that I did not have the Civic and was never given it. I explained that they had tried to sell me a Van, Town and Country. She stated that she did not see that and asked me again if I wanted the Civic. I said I did not want the Civic or the Van. She stated she would talk the people that were underwriting the deal and see what was going on and call me the next morning. That morning I got a call from the finance guy stated that I had 1 hour and 1/2 to get him the Van. I told him that I would. I brought the Van back as requested and told him I would not sign anymore papers unless it was one that said that I owed millage plus any ware and tear as stated on the contract. I was not financed by the company and I will attach the letter I got from them. They kept me there for 2 hours to drop off a Van and the Sales manager came up to me and asked me how I was going to pay the 1200 dollars I owed him. He had no clue was was going on even finance guy had talked to him about the issue many times while I was waiting there. I had to take work off almost all day waiting. Final Consumer Response /* (2530, 11, 2014/09/15) */ This issue has been resolved with LHM and me.

9/15/2014 Problems with Product/Service
9/13/2014 Problems with Product/Service
9/10/2014 Problems with Product/Service
9/8/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: The dealer, using a falsely created NADA printout, purposely misrepresented the value of the vehicle in order to obtain a higher sales price. On July 21, 2014 my husband and I purchased a 2010 Ford Escape (*****************) from LHM Used Car Supermarket Orem. During the sales presentation it was indicated to us that the vehicle had lots of options installed on it ("fully loaded" the salesman said). A NADA Book Out Value sheet was supplied to the lender which showed the value of the vehicle included the options of a $625 Navigation Unit and a $625 Rear Entertainment System. Neither of which I later found the vehicle to have. When the sales manager was questioned on the Book Out sheet he said that is just what automatically "explodes out" when the VIN number is put into NADA. I checked with another dealer and options such as NAV and Rear Entertainment are not automatic options in NADA, but must be specifically checked by the dealer. This Book Out sheet value issue was discovered when I tried to finance the vehicle though my local Credit Union ****** ******** When the dealer realized the CU was questioning these values, the dealer quickly processed the sales paperwork with another credit union ********* ********* In my opinion the dealer used a deceptive practice to inflate the value of the vehicle to me and to the lender and therefore acquire a price that is higher than the vehicle is worth.

Desired Settlement: The Loan Manager at ***** ****** CU told us that based on a correct NADA Book Out sheet, we paid at least $1500 more for the vehicle than the NADA values show it is worth in fair market value. We are seeking a refund of this $1500.

Business Response: Initial Business Response /* (1000, 5, 2014/08/28) */ Contact Name and Title: ***** ****** Contact Phone: XXX-XXX-XXXX Contact Email: *******@lhmauto.com I am more than willing to help resolve this issue please feel free to contact me on my mobile at XXX-XXX-XXXX

9/3/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Did not receive price quoted, additional adds not explained or offered added to the contract. 7-5-14 Went into dealership to possibly buy a new car. Not only did they raise the price well above sticker price on the contract, I was supposed to get the Chrysler employee discount. They added $1200 in after market interior and exterior protection products without my knowledge, they added $800 in gap insurance as well. They also gouged me on the price of a service contract to the tune of $3325. I am not of good health and had a seizure on their property. I informed them that I could not drive myself home. They told me they would not drive me home until I signed the paperwork. After a seizure I become very groggy and have a hard time understanding people. They took advantage of this and added every additional charge they could in addition to not giving me the Chrysler employee discount to which I am entitled. They refuse to cancel the deal and refuse to give me my trade in back. My bank was kind enough to cancel the contract, but the dealership will still not give me my trade in back. Now the General Manager **** ****** won't stop threatening to ruin my credit unless I sign a new contract. He says "I will send your credit application in to every bank in the state if I have to." He will not stop threatening me.

Desired Settlement: All I want is the deal to be completely cancelled and I want my trade in back. They are trying to rip me off to the tune of $8000.00.

Business Response: Initial Business Response /* (1000, 16, 2014/08/22) */ Contact Name and Title: **** ******* Contact Phone: XXX-XXX-XXXX Contact Email: ************@LHM.COM upon speaking with MRS. ******* on 07/08/2014 I decided the to unwind her contract and return trade in. That was done on 07/09/2014. This seemed to satisfy Mrs. *******.

8/29/2014 Problems with Product/Service
8/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The dealership used dishonest practices I went to the dealership looking to purchase a new truck. I informed the credit department immediately of my situation and said if this is going to be a problem let me know I can wait to purchase a new vehicle. They stated no and we continued to negotiate the price. We got the price at $48,000. I signed all documentation including the credit agreement and took delivery of the truck. I had the truck for 4 days when I got a call back from the dealership stating that I was approved and needed to come back to the dealership and sign more paperwork. This seemed strange to me but once I got back I was told that I was not approved unless I put even more money down. I was unable and then they attempted to push me to a cheaper vehicle. I said no, that I agreed and took delivery of the vehicle that I want. There was never a discussion on what the dealer could do such as giving me more for my trade as they were already way below Kelly Blue Book on that. The bottom line is they had every opportunity to be honest with me upfront but instead they were too busy trying to make as much money off me as they could.

Desired Settlement: Honor our agreement. I do still have it in writing when I took delivery.

Business Response: Initial Business Response /* (1000, 5, 2014/08/18) */ Contact Name and Title: ***** *******/General Manager Contact Phone: XXX-XXX-XXXX Contact Email: ********@lhm.com On the original day of the transaction our credit department manager sat down with him and discussed some of the chalenges of obtaining the auto approval from some of the banks that we work with. Some of the reasons were both credit history and the amount of credit extended. We delivered him in the truck and preceded to present the contract that we both agreed on to the banks. Based on the imformation given with credit and the amount financed, the bank agreed to extend credit but for a lessor amount but, still on a new truck. The customer did not want to buy a different truck with equipment that would keep the cost down based on the approval of the bank. We had no motivation to not try and help the customer get into a new truck. Our sales staff does everything possible to keep every customer in the disired vehicle they choose. The ultimate discussions come from the financial institutions that would be funding the loan. We feel terrible that it did not work out how the customer desired. Our appologies go out to the customer for the frustration that he has experienced. We would always be willing to help again in the future.

8/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Was falsely told that owner's manual required a maintenance that Chrysler has verified that was not required or needed. I arrived at the dealership for a seat belt repair and oil change. Service Advisor, ***** ******* insisted that the Chrysler maintenance schedule required changing transfer case and differential fluid. I said that I only wanted to do required manufacturer maintenance and he insisted that it was required. I then went into the service lounge and read the owner's manual which stated that maintenance is not required, only to inspect the fluid. I ran out and asked him to stop. He said that he would check to see if work was done but did not follow-up with me. When I went to see him a few minutes later he said it was too late and I would have to pay. I called Chrysler later and they said the maintenance was not required or needed.

Desired Settlement: Refund of my $336.72 payment.

Business Response: Initial Business Response /* (1000, 5, 2014/08/27) */ Contact Name and Title: **** ******** Service Manager Contact Phone: XXX-XXX-XXXX Contact Email: *********@lhm.com We have been in contact with the customer and a resolution has been reached. Initial Consumer Rebuttal /* (2530, 8, 2014/08/28) */ I have been contacted by the dealership and they have offered a solution to this issue which is acceptable. Thank you for pursuing my complaint. Best Wishes, ******* *****

8/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a 20133 Dodge avenger from the dealership a little over a year ago and I was driving my car in June and the driver seat broke on the left side of the seat and I took it to the dealer on June 7 2014 and I call them to find out if the parts are in and I get told all but one part is in and its on back order and I have called customer care and the dealership and I get the run around cause first it was the parts will be in in July 15 then it was the 24 of July and now its no guarantee as to when it will be in and my seat is getting worse and it is the only car I have to get around with and the first time I called customer care they told me the factory has 98 in stock but to get them to expedite the part is impossible I just want them to get the part to the dealership and get the seat fixed in the car I have asked for a loaner vehicle but because I don't have a service plan they tell me they cant help me.

Desired Settlement: DesiredSettlementID: Replacement Just for Chrysler to send the ratcheting part of the seat to Larry Miller Dealership so I can get my seat fixed.

Business Response: Initial Business Response /* (1000, 7, 2014/08/21) */ Contact Name and Title: ****** ****-Executive Assistant Contact Phone: XXX-XXX-XXXX *******, I am sorry to hear that you are having an issue(s) with one of our dealerships. If you would let me know which dealership it is that you've been working with I would be happy to check on this for you. Initial Consumer Rebuttal /* (2000, 9, 2014/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) They finally have got the parts in and I am satisfied that my seat is now fixed

8/20/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Took car to be diagnosed. I left it for several days. No diagnoses was found.Said the car had no problems. Took car home, 1st day wouldn't,car stalled I had taken my car (Dodge Avenger) to this location to get diagnosed for the problems I was experienceing with it. They said they would run it through diagnostics and get back to me when they knew. After a few days I received a phone call saying that there seemed to be nothing they could put their finger on and that the car didn't seem to be giving them any problems. I agreed to allow them to keep the car over night but had no idea they would be keeping it for the next 4 days. In the mean time we had rented a car because we knew the Avenger was unreliable. After almost a week they called and said there seemed to be nothing wrong with the car and they could't find what the problem could be. When We arrived to pick up the vehicle they charged us for the full diagnostic $120 and they seemed very unfair in dealing with us by telling us if the car problems returned we would then have to pay another diagnostic fee and start the process over again if we were to bring the car back. After paying for the diagnostic my Mom and kids waited for the car to be brought to the front for an extended period of time. It turns out they had to jumpstart the car to get it to start( part of the reason why we took it there). We got the car home late last night. This morning we started the car and drove out of the drive way. The car stalled and then wouldn't start. (Exactly why we took it to this dealership) In the end, they kept my car for much longer than they told me they would(while I was renting a car), they said there was nothing wrong with it then charged me for a full diagnostic. We were never given any solution and it is still having the exact same problems. I have many questions regarding the work that they actually did. How is it that they kept it for several days and experienced no problems with it, but when we pick it up it won't start and continues to do so. I don't mind paying a diagnostic fee for fair honest services but in this case it's hard say that this is how this company operates. I am only asking to be reimbursed for the unfair diagnostic fee, even though I paid much more than that in rental payments. We were never given any answer to our problem and every time we call the dealership we receive a voicemail. My only hope in filing this complaint is that this doesn't happen to any one else in time to come. Thank you

Desired Settlement: I am only asking for a reimbursement for the diagnostic fee that concluded in no diagnostic and car that is still presently broken. Even though I paid a substantial amount more for my rental car than I had anticipated for them keeping my car for longer than they said they would. I am only asking to be accredited for the $120 dollar diagnostic. I think it is only fair.

Business Response: Business Response /* (1000, 17, 2014/08/11) */ Good Afternoon, While I am not certain how this BBB claim was initially processed or why it was not responded to in 2013. I am informed by Larry H. Miller Chrysler Jeep Dodge Ram Sandy that Mr. ********'s money for the diagnosis in the amount of $120 was refunded on November 12, 2013, six days after he filed the BBB complaint. As such, the dealership's response is that the customer's complaint was addressed and remedied in the manner requested by the customer. Please let me know if you require any additional information. Thank you, ***** ******* Associate Counsel Larry H. Miller Dealerships Direct: XXX-XXX-XXXX Cell: XXX-XXX-XXXX ********@lhm.com www.lhm.com 9350 South, 150 East Suite 500 Sandy, UT 84070

8/15/2014 Problems with Product/Service
8/8/2014 Problems with Product/Service
8/7/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Bought a truck that did not work like they said it would. They would do nothing about it. May 22, 2014 we traded a 2011 Ford Expedition EL that was in great shape into the dealers. They gave us $25,800. for it. We bought a 2005 Ford f-350 From them. We put $9600. down towards the truck. When we were looking into trucks they told us this truck would pull our new trailer. We made plans to go to Idaho for the 4th of July. We owned this truck for 40 days by the time we were leaving for our vacation. We had no signs that anything was wrong with the truck. We loaded our things. The trailer and all our stuff is at most 11,000. pounds. We had no water on board because we were going to a park that we would hook up to. We were not traveling heavy for a f350. We get going and all of a sudden a light comes on. We look in the book for what it meant and found out it means to limp home. Called a mechanic and found out that carbon builds up sometimes. He said tap on the turbo and that may release it. We did and we were on the road. The truck continued to loose power and the light would keep coming on. We got to Salt Lake City it was very late at night so we stayed in the trailer that night. We had planned on having tents for all the kids and grand kids but we just piled everyone in to the trailer. It sleeps 5-6 we slept 8 in it that night. We did some research on the issue with the mechanic. We found out that this can be an issue with these fords. We did not know this. We feel the salesman should have given us some knowledge on trucks. We would have bought a different vehicle had we known the issues. We had much equity in our Expedition to spend. Having been made aware of this we would have upped our payment plan. We have since went to another dealer who brought us up to speed on all the trucks and all the issues with each one. We had not had a diesel nor knew much about them at all. We called the dealership that night. We went in to talk about a plan of action. We were told that they would only take the truck in as a trade in and that they cannot know what the truck will perform like. We were told about the 120 point inspection and the carfax and how both of those protected us so much. We were told this truck you are buying will pull so well. It can pull anything you put behind it. It is a great truck. The truck performs well as long as it does not have to work. The minute something gets hooked to it it fails. The inspection on trucks should include towing something. If you say it will tow it should. That is very deceptive!!!! We had purchased the warranty and all the other stuff they added. We felt pressured to do so. **** is very arrogant and rude and condescending towards anyone with any questions or concern about needing to have such items. We were told we had an undercarriage coverage which we did not. We were sold a truck that we owed less that it was worth and still sold gap insurance. We just felt that we were sold a bunch of stuff that was not necessary. Those feelings along with our feelings towards **** led us to cancel the coverages. At this time 29 days we did not have trouble with the truck yet. Our vacation was not till July 3-6th. Any way we spoke with big **** about a new vehicle but we would loose so much on the trade in and he was being very bad with numbers and figures and tried to get us to take a f150 what a joke. The trailer dealer said to stay with a 350. He told us he knew nothing about cars and that he had several suspensions on his license etc. Would anyone want to do business with such a shady guy? We were getting more upset every minute with him. He was pressuring us to do a deal right there that night, while Little **** and ***** were gone. Something did not feel right about that. So we left there. Angry that we had no recourse with them and they would do nothing to fix our problem. There is more to this story but we have run out of space. The nightmare continues.

Desired Settlement: We tried to settle with them. After trading the truck from them into Larry H. Miller trucks and imports we thought we were on our way to vacation after only loosing 2 days. That truck did not even make it 5 miles before it over heated. We tried to deal with them and things turned real sour with them wanting more money to fix the truck they sold us with a written and verbal agreement that if anything happened it would be fixed. We owned it for a day. Took it home Saturday night and brought it back Monday morning. I called **** several times finally got a hold of him. He had a grand baby born. He said get the truck back and let me see what I can do. We got the truck back from the other dealer and had it delivered to the superford dealer. They would take it in trade as well only they did not have anything we could afford. We could only go to a payment of $380. We found a truck that would work but when the numbers came in the payment would be 500, then, 480, 450 and finally with ** working it it was $425. Well that was not low enough that we could afford it. We feel that when we brought in our Expedition that should be taken into account. They sold us the bad truck. They should have had to eat some money. We lost out on much money when we did not get to go on a paid vacation. Food spoiled cuz we did not have a way to get ice. We were stuck in a field in a very hot trailer with out water for days. No vehicle to do anything or get anything. A moral company would have worked the deal no matter what. They only wanted money. They did not care about anything else. The truck we would have taken is now off the lot. So I do not know what can be done. Numbers on paper is one thing but the moral thing would have been to work it so that we would be paying 380. It would have been a loss for them of 2,000. We have lost more than that. Let's let them think of what to do.

Business Response: Initial Business Response /* (1000, 8, 2014/07/24) */ Contact Name and Title: **** ******** General Manager Contact Phone: XXX-XXX-XXXX Contact Email: www.lhmford.com Ms. ****** never requested us to repair the vehicle which she purchased from us. Per her phone message this writer contacted Ms. ****** after she had traded that vehicle in to another dealership and was now having problems with that vehicle. Ms. ****** was told that if she was able to reverse that deal we would assist her with the vehicle she had purchased from us. Ms. ****** returned to our dealership with the second vehicle she purchased and due to the fact that she had purchased two vehicles in a very short time frame we could not economically get to a payment that was acceptable. We are still willing to help Ms. ****** with an alternate vehicle if there can be flexibility in the desired payment. Initial Consumer Rebuttal /* (3000, 10, 2014/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I returned to the dealership with the vehicle I purchased from them. Not a second vehicle. The other vehicle was completely removed from us as if it never happened. There was a truck that would have worked. We could not agree on an amount that would work for us. Going from a payment of $255 up to 425.00 was way to much on our budget. If we had been able to use our original trade in amount of 25800. then it would have worked. We feel that because of the circumstances of the broke vehicle purchased from them that they should give us a break on a price. We were asking them to budge on 2,000.00 and they would not. If we had only known about the trouble this would have caused than we would have went up on price in the first place. Now we have a vehicle that we do not dare to pull anything with. It runs great the rest of the time. They never offered to fix the original truck we purchased from them, only to trade it in for a different vehicle. They only wanted more money from us in the form of less money on our trade in truck that we had purchased from them and an increase in a new car payment. We were willing to go up to $380.00 They were not. Yes, we were getting a better vehicle. That is why we were willing to go up in car payment. I would like them to either fix the truck or use the trade in allowance they gave us for our original trade in the Ford Expedition 2011 el xlt. They say this is not allowed, well selling a truck that is supposed to pull and does not should not be allowed either. Final Business Response /* (4000, 12, 2014/07/29) */ I have spoken with our General Manager at our Salt Lake Ford store. Any issue(s) that Ms. ****** is having needs to be directed towards him (**** *******). We leave each of our dealerships up to our General Managers and the decisions for those dealerships are at his/her discretion. **** has indicated that is willing to help Ms. ****** within reason. She needs to contact him directly to see what they are able to work out. Final Consumer Response /* (4200, 14, 2014/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have not had the time to get with The General Manager. We will pursue it further.

8/6/2014 Problems with Product/Service
7/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Paid for a transmission service on june 14th 2014. do to company mistake I did not use my car for over a month. service advisor was rude I went into larry h miller ford service and had my 2006 ford mustang's transmission serviced. The service advisor was not pleasant during any time in the entire experience. After being done the service advisor wrote on my invoice that I had an oil leak and did not even inform me and I had to call and find out the issue later. Took the man 2 hours to call me back. The next day after the tranny service the car started acting very strange and died at the light and then started falling out of gear when I came to a quick stop. The service advisor **** ******* of this issue. I called him to inform him of my issue and he told me that it can be a common occurrence to have a tranny to have issues after a service especially over 90000 miles. He was not pleasant in any fashion of the word he was rude. He told me that they offer a transmission diag for 80$ and asked if I wanted to bring it in. He offered no solution for my issue. He said they did nothing wrong and got offended when I asked what type of fluid and the amount they added. The invoice said they added 7 quarts of fluid and ATF. I wanted to make sure they added the correct fluid because my car takes a special fluid and the invoice dose not specify. So now I think I have a major issue with my car and I am told by other places and by larry h miller service that if I keep driving the car it can make a simple issue much worse. I do not have the money nor the time to take this into a shop to have the diag done so my car sit for a month. I took two trips to Colorado and I had to pay for a rental car both weekends. costing me 70$ a weekend and I have the receipts. I had no intention of taking my car back to Larr h miller ford after being treated like I was but after calling around I found a transmission shop willing to take a look at it for free. They spent 2 hours looking at the car and finally found that the car was simply a quart and a half low on transmission fluid. He informed me that this can happen if they fill the fluid and do not run the car and top it off again because the tarnny lines and cooler have to fill up and it is a simple and honest mistake. I totally agree if this had not caused me money and time and a ton of stress thinking that my car needed a major issue fixed. But this turned into a huge deal. I have the invoice from AAMCO on July 17 2014 showing what I described. This could have been resolved the first day when I called **** and he could have asked me to come back and offered to see if they missed something. But he was rude and refused to help me or show any sympathy at all. I WILL NEVER recommend anyone to this service department. I have my vehicle serviced at ford and unless they resolve this issue it will be a different dealership.

Desired Settlement: I am seeking a full refund of the service provided from larry h miller ford. invoice # XXXXXX total 167.35 I am also requesting a refund of the car rentals from 6-21-14 and the following weekend as well for a total of 144.70

Business Response: Initial Business Response /* (1000, 5, 2014/07/24) */ Contact Name and Title: **** ******** General Manager Contact Phone: XXX-XXX-XXXX Contact Email: www.lhmford.com Our Service Drive Manager contacted Mr. ***** and agreed to refund the **** which he requested. We further apolologized for the abrupt treatment he received and assured him that that type of behavior is never condoned. We concluded our contact with Mr. ***** by giving him the Drive Manager's direct contact information should he need further assistance. Initial Consumer Rebuttal /* (2000, 7, 2014/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept a refund of the **** from the dealership. Thank you for resolving the issue

7/22/2014 Problems with Product/Service
7/10/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: We attempted to trade in our SUV on a car at this location. They promised us they could get the deal done. We checked in weekly with them and they kept telling us not to worry it would work out. 45 days after we were there I called looking for my license plates and was told they couldn't finance our loan and that we needed to come get our trade immediately as our original finance company was coming to repossess the vehicle we traded in.During this time they had my vehicle I was not told to keep making payments on it, why would I pay for something I don't have? They ran my credit thru 10+ banks dropping my score drastically and when I asked them to pay for the payments on my SUV for the time it was in there possession as the Utah State websites says is there responsibility I was told it wasn't there problem and if I didn't bring back their car they would come after me legally. There GM was rude and threatening to me, when all we are looking for is for them to fix their mistakes.We are paying $190 to stop the repossession and we are behind $1350.00 in payments and late fees because they didn't want to admit they made a mistake and couldn't get us financed.They knew after the first week our deal wouldn't finance they should have asked for there car back then. Product_Or_Service: 2011 Ford Fusion

Desired Settlement: DesiredSettlementID: Refund I would like them to pay for the payments, interest and late fees we accured for the 45 days they had our vehicle....that is what is stated on the Utah State website.http://dmv.utah.gov/temporary-permits "Any loan payments or interest due between the sale date and the return date on either the motor vehicle purchased or a motor vehicle traded in, are the responsibility of the dealer."

Business Response: Contact Name and Title: ****** ****-Executive Assistant
Contact Phone: ************
*******, If you would let me know which dealership the vehicle was purchased at I would be happy to get this to the appropriate people.

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
It was Larry H Miller Trucks and Imports in the Sandy Auto Mall

7/7/2014 Problems with Product/Service
7/6/2014 Problems with Product/Service
7/3/2014 Problems with Product/Service
7/2/2014 Problems with Product/Service
6/26/2014 Problems with Product/Service
6/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: LHM sold my husband and I a Lemon on 2/19/14. We want to return our car and get a different car without the mechanical issues that we are having. On 2/19/14 my husband and I went into LHM Honda in Murray to test drive the Honda Pilot we had seen online after looking for a car for over 3 weeks. We loved the Honda Pilot, however LHM could not meet our financial payment constraints and brought us a 2005 Chevy Equinox to test drive. We didn't like it as much and there were some issues with the vehicle at the time of the test drive that needed repaired being, removal of pink bug guard, driver's side door creaking repaired, driver's side seatbelt repaired/replaced, tires and brakes to be done. We were guaranteed that all of the safety and inspections would be done and we could pick up the vehicle the next evening with an appointment to get everything fixed the following Thursday 2/26/14. We traded in our 2003 Honda Civic Coupe at this time and felt good as we were return customers to LHM. We then picked up our car on 2/20/14 in the evening and were excited, but this excitement faded when the engine light came on the following morning 2/21/14. I drove the vehicle straight to the dealership to ask what the problem was and to complain. The service tech stated that the gas cap was not tightened and cleared the code. (We hadn't fueled the car) On Monday 2/23/14, the engine light came back on and the car was now on empty having only driven 53 miles. On this day I missed work because they didn't know what was wrong and would have to diagnose the problem. The service tech came back and said that it was an evap hose and that it had been fixed. Wednesday 2/25/14 the engine light came back on as well as the ABS and T/C lights and I drove straight to the dealership. This time they said it was the evap sensor, and the brakes needed the brake dust blown out. I was also told that I already had an appointment for the following day and that they would do a thorough diagnostic at that point. The next day I dropped off the vehicle and took the shuttle to work and the dealership would not give a loaner car or but could arrange for me to get and pay for a rental car. I was outraged! I left the vehicle and at that time they stated that the brake sensor was repaired, a new gas cap was put on, the door creaking was repaired. However, the problems persisted and the engine light, ABS and T/C lights came on and I was getting horrible gas mileage, having to fill the tank 2-3 times per week just to go 300 miles which is ridiculous. I at that time had brought the vehicle in 7-8 times to the dealership within the first week of purchase and asked for a different vehicle. The dealership declined but the salesperson stated that they had only had the car on the lot less then a week when they sold it to me and they didn't know what problems it had when they sold it to me. The seatbelt was not fixed immediately and the service tech asked if I had done something to it or spilled something in it as it wouldn't engage or disengage. He promptly got stuck in the seatbelt as it wouldn't disengage. I called the finance person who was my point of contact and the manager and the part was ordered and the seatbelt finally fixed. However the engine, ABS and T/C issues persisted and it went to the shop again and again and LHM Honda finally took the vehicle to the Chevy dealership for repair ("the mother ship as they called it"). I took it in for routine oil change two weeks ago and all of a sudden I needed four new tires although the tires were to be new when I got it, they say the brakes are fine but the ABS engages randomly and the car takes 2-5 times now to start and then the engine light came on again 5/26/14 and now I need a catalytic converter which is $1100+ and not covered by my warranty. I took the car to a GMC certified mechanic for a second opinion and the vehicle overheated and required a new thermostat and is currently in the repair shop trying to find out the reason. The fuel filter is bad as well. I have paid over $1000 in repairs, a tire and fuel and now they want more. Please help me

Desired Settlement: I want LHM to take back the Lemon of the car that they sold to my husband and I and make this right by giving us a working reliable SUV that we thought we HAD purchased. They CAN do this! I have emailed the company for help with no replies, have made a complaint to Chevrolet, our financing lien holder, contacted Get Gephardt for help as well as you the BBB for help in this resolution. It is terrible that I have to pay for a rental vehicle for my car to be in the shop for the 15th+ time and I have only made two car payments. This is my families ONLY vehicle and we NEED a vehicle that is RELIABLE and fuel efficient and will not give us the headache that this vehicle has given us in the past 90 days. LHM needs to take care of their customers, period. Especially the return customers. We have a 24 month, 24,000 mile extended warranty on the vehicle and this includes engine and transmission as well as well as GAP insurance. As of this morning the GMC certified mechanic has told us the that our coolant is boiling and going into the engine block which is a manufacturers issue. Please help us get this resolved ASAP and get into a vehicle that is more reliable and that has NO mechanical issues as I know that LHM CAN do this.

Business Response: Initial Business Response /* (1000, 5, 2014/06/09) */ Contact Name and Title: ***** ******* General Manager Contact Phone: XXXXXXXXXX Contact Email: ********@lhm.com Unfortunately you and your family have experienced few issues with the vehicle since you purchased it and we have made good on repairing those even though some of them were outside of the warranty parameters. We have tried to be fair with each circumstance so far and feel we have done what was in the best interest of you and your family. Regarding the latest issue, as we discussed on the phone the other day, we needed to get your vehicle here to the store to analyze the repairs needed. At this point, it appears it needs a new head gasket and a catalytic converter. From our assessments, the catalytic converter failed, causing the head gasket to fail as a result of overheating. Neither of these issues could have been detected that they were going to fail; therefore we had no idea before, during or after the sale of the vehicle. Furthermore, those issues are not covered under your warranty and neither of those issues were detectible by the onboard computer. The codes the computer generated in the past were in no way related to the issues you are dealing with now. Even though the current issues with the vehicle were unavoidable from our standpoint and could be considered general maintenance of a vehicle with 100,000 miles; at this point we are repairing those for you. This does not imply that there will be an agreement to repair any further problems that could arise with the vehicle or suggest that items that fall outside of your warranty in the future will receive the same treatment. We sincerely hope that the vehicle runs well in the future and the problem days are behind you. Initial Consumer Rebuttal /* (2000, 7, 2014/06/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

6/23/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: advertized ffor sale a truck on two different web sides for the price of2595.00 dollars and when i drove from logan to sandy i was told that was wrong continude from above,so a day later the same aded still apears on both web sides for the same 2595.00 dollars.nothing was changed on the adds after they were informed about the3 vehicler.

Desired Settlement: since they advertized it for that price they should sell it for that price,to me that is fraud and fgalse advertzing.

Business Response: Initial Business Response /* (1000, 5, 2014/06/13) */ Contact Name and Title: ****** ****-Executive Assistant Contact Phone: XXX-XXX-XXXX ********, If you could let me know which dealership it was that was advertising the vehicle I would be happy to forward this to the appropriate people so that we can resolve this matter. Thank you. Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) i understand their situation ,i cant aford the vehicle that they uoed the price on but i feel that they should find something less excpensive and make me a deal that i can afford,i have contacted them about it but thet wont budge on a different vehicle and drop the price so thet i can afford it,it wasnt me that mispriced the vehicle i think they should go after their advertizer and see what can be done,talked to them monday afternoon and i was told that there was nothing available in that lower price range but i feel that there is enough mark up on those vehicles that they can do something,i dont expect to get it for nothing but if they want to they could do something in my personal opinion,thank you. Final Business Response /* (4000, 9, 2014/06/19) */ ********, I apologize that you're having an issue with one of our dealerships. If you could let me know which dealership it is that you're having an issue with I would be happy to send it to the appropriate people so that we can try to find a resolution to your issue. Final Consumer Response /* (4200, 11, 2014/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) not satisfactory to me

6/18/2014 Problems with Product/Service | Read Complaint Details
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Complaint: One of Larry ******'s dealerships broke my truck and won't repair it. I drove my 2011 Toyota Tundra to Larry Miller Toyota so they could perform a visual inspection on the vehicle for a potential buyer that was interested in purchasing the truck from me. While in their care for only 2 hours, the power steering rack was damaged, thus leaving the vehicle inoperable and unsafe to drive. When I returned to pick up the vehicle, I spoke with the service manager ****, who offered no help at all and told me it was my vehicle and my responsibility to fix it. He told me I could have them repair it for around $3,000 or otherwise I need to have it towed off the lot. I asked him how it is my fault when I drive a perfectly working truck to them for an inspection, then they return me a non-working truck. He says it's your truck, you need to fix it. In my opinion this is ridiculous and I feel like they are trying to scam me out of $3000 to get the vehicle fixed through them. I have spoken with the Service Advisor who I left the vehicle keys with, the Service Manager, and the General Manager, all of which have offered no solution. I have been without this vehicle for 4 weeks now and have received nothing but the runaround from the GM with empty promises to cover half of the repairs or take the vehicle in on trade for another like model vehicle. The date my truck was damaged while in dealership possession was April 4, 2014. I spoke with the Service Advisor, Service Manager, and Sales Manager on this day. I got a hold of the General Manager on April 6th and have been treated horribly by all parties at the dealership. If this was my dealership, I would fire every one of them for treating a customer this way. The I don't care, fix it yourself attitude is not how you retain customers. I've sent numerous customers to this dealer over the last 13 years. I plan on spending the next 13 years encouraging others to not patronize this establishment based on how poorly they treated this issue.

Desired Settlement: I would like to have the dealership repair my truck so that it is returned to me in working order just as they received it on April 4th, or be issued a check in the amount of $3,000.00 to cover the expense of the repairs being completed through an alternate qualified repair shop.

Business Response: Initial Business Response /* (1000, 5, 2014/05/05) */ Contact Name and Title: ***** ****** General Sales manager Contact Phone: XXXXXXXXXX Contact Email: ************@lhm.com RE: *** ******** XXXXXXXX LHM Toyota and *** ******** agree that the vehicle was brought to the dealership for an inspection for a potential buyer at the request of *** ********. During the inspection process the aftermarket power steering rack failed. There was no warranty remaining on *** ******** after market power steering rack. When the customer came back, we informed *** ******** that the power steering rack had failed and would need to be replaced. *** ******** said we "broke" the part while in our possession. Other than inspect the vehicle, we did no damage to "break" the power steering rack. The parts failure was due to time, wear and stress. Like any other part failure in an vehicle with moving mechanical systems, there is no way to forecast when a part will ultimately fail. The same reason you see tow trucks on the freeway towing a vehicle to the nearest dealership. *** ******** agreed that this does happen everyday and that he agreed the customers who drove those vehicles would have rather driven them to the dealership rather than risk injury on the side of a freeway waiting to be towed if they knew of the impending part failure. There is no way of predicting the exact time of the part failure. *** ******** drove his vehicle to the dealership. The part failed during the inspection process. ***** ****** Toyota nor its employees "broke" his vehicle, nor did we hasten the "breaking" of the part. The part as well as the truck belong to *** ********.*** Maartienz has the responsibility to repair and maintain his parts and truck as he sees fit. We ask this case be closed. Initial Consumer Rebuttal /* (3000, 12, 2014/05/20) */ One lie after another. I never agreed with anything that you state I agreed to in reference to parts failing. I drove the vehicle to the dealership with no issues. Your lot attendant drove it from the service drive back to the mechanic with no issues. How were both I and the lot attendant able to drive the vehicle if it was damaged before I brought it in? If the test drive had taken place before the inspection why did it take 2 hours to get a phone call that something was wrong, especially since the test drive only shows a one mile trip? Also, when I got the phone call from your service adviser, there was no mention that the truck was not drivable. The Service Adviser called me and said that everything on the vehicle checks out except the the power steering rack has some slight bowing but wasn't an issue at the time and I was able to come pick up the vehicle. It wasn't until the lot attendant tried to deliver the vehicle back to me that EVERYONE, including your mechanic learned that the truck was not drivable. I have a written statement from the potential buyer that requested the inspection. He states that he drove the vehicle the day before on a 5 mile drive and there were no issues with the steering when he drove it. Your GM first blamed it on the leveling kit. The shop that did the rack repair confirmed that there was nothing wrong with the leveling *** or the installation. Your GM then lied and told me that the CarFax shows that the vehicle was in a bad accident and was not able to be driven from the scene. The CarFax I have shows that the vehicle was involved in a minor accident and was able to be driven from the scene. It's one lie after another from you guys to try and cover your tracks. I just want to be reimbursed for the expenses I incurred from the damage done to the vehicle while it was in your care. Final Business Response /* (4000, 14, 2014/05/28) */ On 4/14/14 **** ********* (potential buyer?) brought in a 2011 Tundra VIN# ***************** for a 25 point inspection and test drive. The repair order number is XXXXXX. During the inspection the technician noted the power steering rack was not an original Toyota part and the rack was "bowed" this could have been caused by an accident or other outside influences (technician thoughts are it is because of the truck's Lift Kit) Performing a visual inspection, test drive and scanning the vehicle for any issues cannot damage or bend a power steering rack. Larry H Miller Toyota ****** is not responsible for the power steering rack condition and or failure.

6/17/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I was going to purchase a vehicle at Larry H miller trucks and imports in Sandy Utah 84070. My husband and I were sent home with the Truck and told our financing was approved. While we were looking at the truck a lot attendant side swiped something and broke the passenger mirror, front door and back truck panels Larry H. Miller stated they were going to fix the damage, however they could not fix the mirror. Due to the safety inspection issue my husband and I were forced to replace the mirror. Larry Miller should have not let the vehicle leave the lot , because it did not pass inspection. When I went into sign last night I was informed that my financing was not approved. I let them know that was fine and asked for my vehicle back in return. While in their possession, Larry Miller side swiped something in my vehicle, the drivers front panel, divers door, and rear panel, bumper are damaged as well as my front windshield has been broken. Larry H. Miller is refusing to repair my vehicle or reimburse me for the mirror. The reason they were hesitant to give my vehicle back, is because they knew they wrecked it . I was in the dealership from 7:30 until almost midnight, I asked for my Honda keys at 8:15 I hope this is the correct way to file a complaint . Please feel free to contact me with any questions you may have Thank you ***** ******* (XXX) XXX-XXXX

Business Response: Initial Business Response /* (1000, 7, 2014/06/13) */ Contact Name and Title: ****** ******* General Sales Manager Contact Phone: XXX-XXX-XXXX Contact Email: ********@lhm.com We have been in contact with ***** ******* and have talked about the transaction that we tried to assist ***** with,the last thing we wanted to do was have her return the vehicle to our dealership with us not being able to secure financing for them. The concerns on their previous vehicle are being taken care of the windshield is being replaced that cracked from a rock chip and the scratches on the drives side are being taken care of when ***** can find time to bring their vehicle to the dealership Thanks ****** ******* Initial Consumer Rebuttal /* (2000, 9, 2014/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) ****** has contacted me and did replace my windshield, I will bring in my vehicle on Monday to get the damages fixed, I am still out the Truck Mirror I was forced to replace due to safety issues, and My car was still left 0 miles to empty, The windshield and drivers side were not damaged when I left my vehicle in their care at the tent sale in WVC I am not sure what transpired from WVC to Sandy, however once this has been taken care of my complaint will be over

6/10/2014 Problems with Product/Service
6/7/2014 Problems with Product/Service
6/6/2014 Problems with Product/Service
6/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a 2014 Ram 3500. The truck had a dent in the hood, and the leather upholstery was not as ordered. Terrible customer service. ***** canceled the sale (verbally) as in his estimation I was never going to be satisfied. I asked if he would accept a dented hood, he stated he would not. I asked that it be professionally fixed, it was not. I asked when the seat covers would be replaced with the ones that were ordered with the rams head embroidery, I did not get an answer. Instead I was told it was up to me to work it out with their service department and Katskins. I had not had any dealing with either the service dept or the vendor. I had not taken delivery of the vehicle. It was not my problem but theirs. I asked by email to have written confirmation of the cancellation, only to be ignored. I am now a hostage and unable to buy another vehicle without written cancellation or communication. The truck is in the service dept with damage circled for repair. Apparently, they cant pass it off on someone else. How am I unreasonable???? They suggested I drive a rental, but not the equal to what I owned or bought. I asked how I was supposed to work without a truck. no answer. At this point, I would expect to force the sale as agreed with all items included as agreed. This needs to be made right or they will keep abusing the customer by passing off poor quality and broken agreements. My time is also valuable and should be addressed

Desired Settlement: Make it right as agreed, compensate for wasted time and poor service. Make them accountable!!

Business Response: Initial Business Response /* (1000, 6, 2014/05/30) */ Contact Name and Title: **** ********* General Manager Contact Phone: XXXXXXXXXX Contact Email: **********@lhm.com After several attempts to make things right with Mr. **** we found that we are unable to satisfy the customer and have opted to part ways. Mr. **** has never taken possession of the new vehicle and has had the use of his trade-in during the entire time of the transaction. All funds were refunded to the lender and his loan on his trade-in has been reinstated with Granite Credit union. He is free to pursue a purchase of a vehicle when he so chooses. The transaction has been completely reversed, and it is not our policy to compensate for a deal that was unable to finalize. We apologize for any inconvenience this may have caused Mr. ****. It is unfortunate that we were unable to come to amicable terms due to the circumstances and interactions involved during the sale of the vehicle. We wish Mr. **** the best of luck in his search for a vehicle elsewhere. Initial Consumer Rebuttal /* (2000, 8, 2014/06/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did not accept the damaged hood or the incorrect upholstery which I paid for. Had LHM not tried to sneak the damage and incorrect upholstery past me, I would have completed the deal as agreed. LHM did not have the integrity to give written notice of cancellation when asked. How unfortunate for the customer. I have purchased a new 2014 Ram with all the options I wanted for better terms, price and far better service from *** ***** ***** **** I didn't waste 3 week more time as with LHM. I am so glad to be done with Larry H Miller Dodge Ram and happy with my new ram and dealer, *** ****** ***** never tried to make anything hidden, sneaky or my responsibility to install new items. Good luck Larry H Miller dodge Ram, my experience will not be forgotten!

5/30/2014 Advertising/Sales Issues
5/22/2014 Problems with Product/Service | Read Complaint Details
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Complaint: A verbal agreement (on which written agreement was based) prior to purchase was not fully honored because it "was not on paper". Lemon law violation? In May 2013 at their Memorial Day sale event at the Towne Center Mall in Provo, I traded in a 2004 Dodge Durango and purchased a 2011 Dodge Grand Caravan from Larry H Miller Chevrolet. After the test drive, I noticed that the rear A/C was blowing hot air instead of cold, and was assured by the salesman (whose name I have forgotten) that the problem would be fixed. After I purchased the vehicle, we returned it to their shop for the repair he told us they would do, but all the shop did was recharge the A/C system. At the time, the mechanic even said he believed it would be a temporary fix because he couldn't find the root of the problem. This year as it started getting warm again and I had to turn the A/C on for the first time of the season, it was doing the same thing: the rear A/C was blowing hot while the front was cold. This time I took it to the Larry H Miller Dodge dealership (on April 25), thinking they would know more about the vehicle and could fix it properly. I was informed that if the repair was not covered under my extended warranty, I would be liable for the full cost. Fortunately my warranty covered it, but I still had to pay the $100.00 deductible. Knowing this was a persistent issue from before I purchased the vehicle, which had been promised to be repaired before I ever signed the contract, I told the technician on the phone that if Larry Miller wouldn't cover the repairs, we would have a problem. He phoned the sales manager at the Chevrolet dealership in Provo, who stated that there was no contract on paper to repair the rear A/C system, so I would be liable for the repairs. I believe this was a very shady response, because they do have the records that it was brought into the shop within a day or so of having been purchased to fix that problem, and it is blatantly dishonest to hold me responsible for a repair on a vehicle that I was promised would be fixed before I made the purchase. By that verbal contract, wherein the salesman who sold me the vehicle told me it would be fixed, I hold Larry H Miller accountable regardless of the time frame. Especially since the technician last year stated that it was a temporary fix to get me through the summer (which I make no claim that it did not; though it never worked as well as the front A/C, it kept my kids cool enough). I don't believe I should have been responsible even for the $100.00 deductible on the warranty for this repair, under the circumstances.

Desired Settlement: Since the vehicle was due for scheduled services at the same time I brought it in for the repair on the A/C on 25 April 2014, all I want is a refund of my $100.00 deductible, as well as any labor charges for that repair which may have been charged to me. I am not officially requesting a refund of any charges associated with the preventive maintenance that was completed on the vehicle at the same time, though if they have any hope of retaining me as a future customer, they might consider it.

Business Response: Initial Business Response /* (1000, 7, 2014/05/19) */ Contact Name and Title: ***** ***** General Manager Contact Phone: ************ Contact Email: ******@lhm.com ***********, Thank you for your request. I am sorry that this process has been a hassle for you. If you would come and see me I will get a check cut to cover the deductible for the repair fo the A/C system repairs as there was an understanding on your part about . Moving foward, I would request that you bring that vehicle back to the Chevrolet store as we are the store that sold it to you I would like to have the opportunity to be the store that services the vehcile. I know our logo says Chevy but we did the reconditioning on that car and I know we can keep it running in tip top condition for you for as long as you drive it! Thank you for the opportunity to fix this problem. I hope you find the solution fair...I look forward to meeting you in the near future. CHEERS ** ***** ***** General Manager Larry H Miller Chevrolet - Provo ************ ******@lhm.com Initial Consumer Rebuttal /* (2000, 9, 2014/05/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) The response was professional and appreciated, and they have offered to accept my proposed resolution. I see no reason not to accept the response. Additionally, my bringing the vehicle to the Dodge dealership wasn't out of distrust for the Chevy dealership, it was because I assumed Dodge technicians would be better equipped to repair a Dodge vehicle, since the technician at Chevy had failed to find the problem before. I can certainly bring it to the Chevy dealership in the future. Thank you for your response! I'll see you in the next few days. PS - Considering the circumstances that put us in this situation, you might consider advising your salespeople to put all such agreements on paper whether or not the customer specifically requests it. I should have requested it from the beginning, but I trusted a salesman. I never would have bought the vehicle without his assurance that the problem would be fixed.

5/15/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Advertisement indicated winning numbers. Changed entirely when presented. 4/24/2014 I stopped with ad sent to my home indicating that a scratch number if matched would get 1 of 3 prizes. Scratch number matched and said I would win one of the 3 items. When at the dealership they injected a 4th prize which was of considerably less value.. Standard "Bait and Switch"

Desired Settlement: One of the three items offered should be awarded. $10,000. diamond ring. $5000 in cash or $500 in cash....The fourth item added at the dealership was $5.00...

Business Response: Initial Business Response /* (1000, 5, 2014/05/06) */ Contact Name and Title: **** ******* Contact Phone: XXX-XXX-XXXX Contact Email: ********@lhm.com Sorry you feel that way all the mailers are clearly marked, and at ford sandy we have had grand prize winner in the past and if the number didn't match for the prize you wanted you still one a 5 dollar prize just for checking

5/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I bought a car from them about a month ago. In the contract it said they would repair the parts I wanted fixed. So far I've heard nothing. I ended up calling and ordering the parts myself. I called today and talked to the salesman that helped me. He was very rude and kept saying that they gavem me a discount on the car instead of fixing the parts. He said he could do nothing!! He was very rude. I work in a business where you have to work with people. I've learned that you can't be mean and always. Alway take care of the problem no matter what. I also asked him if I could speak to another person in charge he said that person was out of town and couldn't do anything anyway. After about a half hour of him saying he can't do anything and me being very frustrated and mad I said a few words and he said some back. I've never seen a sales associate swear at a customer before. I'll say I did say some to him but he wasn't being nice and kept repeating the same answer over and over. So I ended up calling the Murray location to see if they would help me out. They did. And they transferred me to the manager of the riverdale location, which I was told was out of town. So he also lied to me. I got the part covered but after this whole ordeal I think Larry h Miller should do something for me. They tried to screw me over and say its my fault that the part wasn't ordered cause I was supposed to pay for it. After this ill not be returning to lhm riverdale, and maybe not any lhm ever. Product_Or_Service: Nissan Altima

Desired Settlement: DesiredSettlementID: Other (requires explanation) The part you covered was already in the contract I would like you as a company to do something for me cause I got thrown around like a little kid and it felt like my word didn't mean crap when I talked to the salesman. I need a new front bumper I can get one for 320. What's the best I you can do for me on an 06 Altima ser.

Business Response: Business Response /* (1000, 14, 2014/05/06) */ As per the General Sales Manager at this location-they ordered a mirror for the customer and this issue has been resolved.

5/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: coerced into buying a car I do not want. not informed that I do not have three days to void the contract. never drove the car of the lot. charged a different price than the one agreed to. Product_Or_Service: automobile

Desired Settlement: DesiredSettlementID: Refund Refund of Five Hundred Dollars. not be forced to buy any car from Larry H. Miller.

Business Response: Consumer Response /* (-5, 11, 2013/11/20) */ Later the company did get me into a different car which I was ok with. however I was still coerced into buying a car. Business Response /* (1000, 15, 2014/05/05) */ Customer was traded out of his vehicle and into another one.

5/14/2014 Problems with Product/Service
5/6/2014 Problems with Product/Service
4/7/2014 Advertising/Sales Issues
4/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had purchased a vehicle from Larry H Miller and had all of our paper work done and signed. It included extended warranty and gap coverage. We placed gap on the loan because the total loan was more than the value of the car. Our car had been totaled by another driver before the dealership submitted our loan information the University Federal Credit Union. Now one of the managers by the name of ****** is currently trying to hold us liable for the remaning balance on the car and not honoring our buyers contract. Product_Or_Service: 2011 Nissan Versa Order_Number: ****

Desired Settlement: DesiredSettlementID: Other (requires explanation) They should be held responsible for the balance. We just want them to honor our contract.

Business Response: Initial Business Response /* (1000, 5, 2014/03/20) */ Contact Name and Title: ******-Executive Assistant Automotive Contact Phone: XXX-XXX-XXXX Contact Email: *****@lhm.com ******-Please let me know which dealership it is that you've been working with so that I can forward this onto the correct person. Thank you.

4/3/2014 Guarantee/Warranty Issues
3/26/2014 Problems with Product/Service
3/10/2014 Problems with Product/Service
3/7/2014 Problems with Product/Service
2/6/2014 Advertising/Sales Issues
2/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Took my car in for service, it was not safe to drive off the lot after they completed their work. They will not refund my any of the cost for repair. I took my are in for service because it was making a squeaking noise, they said the car was repaired and did a road safety test, when I drove off the lot with my infant son in the car the entire car began to shake. I returned the vehicle and told the service manager my car was not doing that when I dropped it off. He had his senior mechanic look over and drive my car and he said it was not safe to drive in that condition. The service manager said there was some pulsation noted, I again told him my car did not do that before I brought it in and asked him to call the mechanic that did the road test to verify if my entire car shook when he test drove it, he refused to call. I told them it was not safe to drive and they let me drive it any way endangering myself, my son, and other drivers on the road and asked him if he would drive it in that condition he said no its not safe, but that he did not drive my car before the "repairs" were done so he could not say if it was doing that before hand. I asked for the general manager and I spoke with both of them they would not call the mechanic that did the work. I told them I wanted my money back because my car was in worse condition then when I took it in and they would not give me my money back. They offered to give me a part that I needed to fix some of the problems that was created by bringing it in, when the part was picked up it was discovered that they gave me the wrong part, they would not return phone calls regarding this issues and would not take calls from the auto parts store to verify the parts came from them. I asked for my 150 dollars back that I paid to have an oil change deal with them because I would not be bringing my car back to any dealership and they refused to give me that back even though I do not want the services in which I prepaid for that have not been used. I have been seeking help fro the service manager and general manager with not response. They messed up my car and endangered my childs life saying it was road ready when if fact it was not, the vehicle would not pass * safety inspection in the condition they returned my vehicle to me and they original problem that I took my vehicle in for is still there and they created more problems.

Desired Settlement: I want a full refund because of the faulty work they did on my care or at the very least I would like the $400 dollars they charged me in labor fees plus the 150 dollars that I prepaid for services that I will not be using, as my car is still having the problems I brought it in for and then some requiring that I pay more money to get it fixed to make it safe to drive again.

Business Response: Initial Business Response /* (1000, 5, 2013/10/09) */ Contact Name and Title: **** ******** Service Manager Contact Phone: XXX-XXX-XXXX Contact Email: *********@lhm.com While we are sympathetic to this customers situtation the facts are as follows.The vehicle was brought in on Septeber 30 for an oil change,check brakes,steering noise and check rear suspension. The oil change was completed. The repairs on the brakes were declined. The steering repair was partially approved. The power steering flush was completed and we advised the customer they could still need a steering gear after the contaminated fluid was removed from the system. The rear suspension had a bent control arm and loose upper ball joints on both sides. the customer approved this repair. Attached you will find all supporting documentation. When i spoke to the customers brother regarding the maintenance contract he wanted to keep it in place and use it at a different Larry H Miller location. The rotors were offered as a good will to keep a customer happy. If they are the wrong rotors we will be happy to exchange them for the correct part. We would be willing to install them at no charge as well. Please let me know if we can be of any further assistance. Final Consumer Response /* (4200, 20, 2013/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) What is the resolution to this complaint, I disagreed with the proposed resolution, then it was offered to refund the maintenance fees and I disagreed with that. It the response from the business is something that I have already seen. I want to know why my case was closed after they proposed to refund me part of my payment and they did not even do that even after I disagreed with that resolution. I would like to speak to someone at the BBB regarding this not just type a response to something as it is not getting resolved and it has been since the beginning of October. Final Business Response /* (4000, 18, 2013/12/23) */ We have not had any reponse from the customer. We are still willing to offer the same comprimise.

1/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Defective part not covered by extended warranty and broke driver side window that was working before servicing. January 3rd I had an appointment to fix my alarm (defective hood latch) going off randomly at all hours of the night. I told the service rep I could stay 3 hours for an oil change and a hood latch replacement. **** the service rep said they could do that and some recalls in no problem in that amount of time. The hood latch issue is posted all over the Internet as a problem but **** said it was not covered by my certified car or extended warranty (ridiculous). After 3 hours I checked and they needed at least an hour to fix it they said I could put my name on the list for the shuttle. I checked back 20 minutes later to find out what was going on and no one had given me an update. They said the shuttle was probably out. After checking into another 20 minutes they said the shuttle driver had gone to lunch and they were going to find someone else at that point it took them another 15 minutes and I already had a coworker pick me up. My car still wasn't ready until 7 hours from when I brought it in. So January 4th I go to roll down my window at a drive in and my driver side window would not roll down. **** the service rep was saying something about that Toyota had a recall for the window but not the part but did not say anything about taking my working part out. I left a message with the service manager, **** and general manager ***** on January 6th and haven't heard from either and now it is January 8tth.. I called the dealership again today and asked if ***** and **** are in and the person who answered said they were in. However, I called both again and they were not answering the phone. I will need to make an appointment with another mechanic to get this fixed soon and expect to be reimbursed. I also expect to have my hood latch covered by my extended warranty or I will escalate the issue.

Desired Settlement: Pick up my car from my office and fix my window and drop my car off. I do not want to go into the service department again. Refund my money for the hood latch or refund my money for the extended warranty.

Business Response: Initial Business Response /* (1000, 5, 2014/01/09) */ Contact Name and Title: ***** *********** Contact Phone: XXX-XXX-XXXX We appreciate the opportunity to clarify a couple of items and to learn how to better serve customers. First, **** ******** (Service Manager) spoke with the customer in the store on the 3rd and apologized about the miscommunication and gave the customer a 20% discount for inconvenience for the time it had taken to complete the amount of work requested. The repair order was opened at 8:50am and was completed at 2:42pm (according to video records). Second, as requested by customer and to show our intent is to take care of customers we have already sent our technician to the customers work address to diagnose window and make necessary adjustments. The Technician stated the window is operating correctly at this time. Third, we would be happy to help cancel the service agreement we will just need the customer to sign the cancelation form. Please contact **** ***** at XXX-XXX-XXXX to start your cancelation. At this time we have given this customer a 20% off the original repairs. Sent a service technician to the customers work to be considerate of time. We decline the request for a refund on the hood latch the repair was done correctly. Also provided contact information to cancel service agreement if customer requests. I would like to thank the customer for the time she spend discussing some of the difficulties she had. We try to provide outstanding service and make every effort to prevent negative experiences so again we do appreciate the feedback. Thank you.

1/28/2014 Advertising/Sales Issues
1/20/2014 Problems with Product/Service
1/18/2014 Problems with Product/Service
1/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The automobile I bought was sold to me as a $15,000 vehicle. It was actually booked at less than $11,000 dollars. On May 24,2013, my wife and I went to Utah to buy a vehicle. We stopped at a tent sale the Larry Miller Group was having in Riverdale, Utah. After looking over the vehicles with a young saleman, we decided we couldn't afford any that they had. So the young salesman asked us to wait for a minute and he went and got the special high pressure professional salesman to work us over. We told him we did not want to spend over $10,000 dollars. So he took us around the lot and offered us two vehicles that had a price tag of $15,000 dollars, and said he would knock the price down to $10,000 dollars just to make the sale. I never thought I could be had like I was. We finally decided, after much constant pressure to buy the Pontiac Torrent. After we left with our new car, we looked up on KSL.COM to see what kind of deal we had made. I found the very car I had bought advertised by Larry Miller of Bountiful for $11,599 dollars. In other words, they had brought this vehicle up from Bountiful and added $3,401 dollars to the price so they could appear to give us a great deal. The car in the ad had exactly the same VIN number as the car I bought. I think this is a very dishonest business practice and should be stopped immediately. As I said, I didn't think I could be railroaded like I was into buying a car I didn't really want, but I was and I am very embarressed about it. I thought things like this only happened to other seniors, but I was wrong. They have a very dishonest sales policy.

Desired Settlement: I believe I should be refunded the 3400 dollars that were added to the price and fooled us into thinking we were getting a $15,000 vehicle for $10,000, and this dishonest practice needs to stop.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/11) */ Contact Name and Title: ***** ******* General Sales Manager Contact Phone: XXX-XXX-XXXX Contact Email: ********@lhm.com Im sorry for any confusion that there may have been in pricing of the vehicle you purchased. I will pull your file and get with **** ******** the General Manager to see what he is willing to do. Once again sorry for any confusion in the vehicle pricing, we will get back with you soon ***** ******* General Sales Manager Larry H. Miller CJDR Bountiful Consumer's Final Response /* (4200, 13, 2013/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Everything disclosed properly is an outright lie. They totally misrepresented the value of the vehicle and the high pressure tactics are a shame to the company. When you price a vehicle $3400.00 above the value of the vehicle and then claim it's on sale, that is an outright lie. No one even hinted that the vehicle was way overpriced. It was overpriced so they could be magnanamus and drop the price to let us think we were getting a really good deal. The same vehicle had been for sale on KSL.com at $3400.00 less than at the sale. I still have the printout from ksl.com to prove it. Same VIN number so it was the same vehicle. This is the most dishonest place I have dealt with in years. 2 of their people called me after the sale and after I expressed my dissatisfaction they said they would talk to management and get back with me because my satisfaction was important to them. Never heard from either one again and don't expect to. NOTHING WAS DISCLOSED PROPERLY AT ANY TIME. Business' Final Response /* (4000, 11, 2013/07/11) */ Contact Name and Title: **** ******** - GM Contact Phone: XXX-XXX-XXXX Contact Email: *********@lhm.com Sorry we couldn't come to some sort of resolution. We apologize for any miscommunication. We feel everything was disclosed poperly and agreed to by both parties. If you should have any other questions please contact our General Manager, **** ********* at XXX-XXX-XXXX.

12/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On February 14, 2013 $2000 was taken out of my bank account by this dealership. Since then they have tried 3 more times to take more money out of my account but I had already denied all access from this card number. I have contacted them over 45 times and they have not yet resolved my issue or even called me back. When I call them I get transferred to a bunch of different people and leave voicemails and no one calls me back. I don't live in Utah and I have never been to Utah and I never authorized this dealership to take any money out of my account.

Desired Settlement: DesiredSettlementID: Refund I would like $2000 returned to my bank account

Business Response: Initial Business Response /* (1000, 5, 2013/12/20) */ Contact Name and Title: ****** ****-Executive Assistant Contact Phone: XXX-XXX-XXXX Contact Email: *****@lhm.com *****, If you could let me know which dealership it is that has done this I will be ***** to contact the General Manager and get this straightened out for you. Final Consumer Response /* (2000, 7, 2013/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you ****** I appreciate your help. The address is 1481 west Riverdale road, Orem Utah The phone number is X-XXX-XXX-XXXX

12/23/2013 Problems with Product/Service
12/23/2013 Problems with Product/Service
12/19/2013 Problems with Product/Service
12/18/2013 Advertising/Sales Issues
12/18/2013 Problems with Product/Service
12/16/2013 Problems with Product/Service
12/10/2013 Problems with Product/Service
12/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I would like to discuss a horrible experience in purchasing a vehicle from this dealership, including the first vehicle being returned. On July 13th I assisted my daughter ****** ***** in purchasing a vehicle from this dealership. We decided on a 2006 volvo xc90. Within approximaely thirty days the vehicle was returned several times for various problems. Ultimately it ended with oil leaks, running rough, and various engine lights the dealership could ot seem to fix.We were also called back in within 4-6 weeks of purchasing the vehicle to sign loan papers again. When questioned, the loan personnel, the guy you sign a pile of paperwork with, stated something like they could not get the rate they thought and we now had to go through a different bank which also increased our monthly payment from what we were promised. On this day that we returned to resign loan papers, we had just left their parking lot and the check engine light appeared, along with a low oil level light. When we returned home there was an object hanging from underneath the car, and it was leaking oil on our driveway. I immediately called the dealership back and expressed my concerns to someone I believe name ******* (sales manager). He said to bring the car in and they would take care of it. The very next morning we had taken the car back in for repair. They called my daughter the next day and stated they had found oil leaks and a bad fuel intake valve. They stated they needed to order parts and it would be returned by the end of the week. We called by week end, they stated they had just received the parts and it would be done the next day. We waited another week and still had heard nothing from them, when we called they initially did not even know who we were. My daughter ended up going in to the dealership and at first they did not know who she was, they did not have her in their system. Someone by the name of ***** in the service department told ****** that her car had been done for a week, but he did not have a number for her. She drove the car home, again an engine light appeared, the object still hanging from the bottom of the car, and oil leaking on the driveway again. At this point I returned back to the dealership with my daughter, and talked to another sales manager. We expressed our concerns and frustrations with this vehicle, and he agreed to allow us to return the volvo for another vehicle. We thought great, however, this is where we were lied to again. The sales manager, a tall skinny guy, cant remember his name, told us we could return the vehicle in full with no penalty, if we chose another vehicle from them. After looking again most of the day,(Sept 7th) we decided on a 2008 Jeep Liberty. The Jeep was at a purchase price of about $1500 less than the volvo, we thought great. We now return back to the finance guy, who is to have us sign another pile of paperwork. In the process of signing paperwork, we noticed the price of the Jeep increased by $2100. When questioned, the finance guy stated it was for selling back a vehicle with known problems, it was called a trade in allowance negative equity. I stated to this guy, how come just a few hours we were told from the sales manager the volvo would be returned with no penalty. The finance guy stated something like that is impossible, you are returning a vehicle with known problems. I told him we were also sold a vehicle with known problems, this did not get me anywhere. So basically we were lied to again, but felt our hand were tied, and although very frustrated it was either sign the paperwork, or my daughter leaves with the volvo that is essentally a lemon. My latest complaint is it is now November 14th, and we still do not have our license plates for the Jeep Liberty, and nobody seems to know why. We just continue to get the run around. I spoke with ******* again on Friday November 8th, he stated they would have the license plates ready by today, Tuesday Nov 12th, with little explanation.

Desired Settlement: I would like to get the license plates for my daughters jeep before a second paper plate expires. The entire experience was unbelievably horrific, and we just cannot seem to finalize such a horrible experience with this dealership. If there is anything we can do to eliminate the added $2100 they were not truthful about, this would be appreciated. *****, the salesman escorted us out the night we left discouraged about the financing of the jeep, and he expressed to us that he agrre we seemed to have been mislead. Thank you for assisting us in this matter.

Business Response: Initial Business Response /* (1000, 6, 2013/11/20) */ Contact Name and Title: ******* **** Contact Phone: XXX-XXX-XXXX Contact Email: *****@lhm.com It was a situation where we traded a customer out of a car that they were not happy with and tried to the best of our ability to put in a jeep liberty. Plates were recieved on Nov 15th on the new purchase. We have done all we can to try to make right by these customers. As far as the 2100 on trade that was discussed early on and nothing could be done about it, for we were giving the customers all that was possible.

11/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Service at LHM Chevrolet failed to fix an A/C problem that should have been fixed prior to sale, then charged us for it. The problem still exists. In November 2011, my husband and I purchased two vehicles from Larry H. Miller Chevrolet under the Utah Cars program. As part of Larry H. Miller's used car program, they do a 150 point inspection. This includes the air conditioning system. When the weather got warm, we discovered the A/C did not work. In April 2012, we took it to our local repair shop, ******** **** in ********** *** They stated the compressor was broken apart inside and needed to be replaced. They also stated that it looked as if the A/C compressor had hit the radiator and the radiator was leaking. They stated this could be from a previous driver hitting something and forcing the compressor to hit the radiator. The shop stated the evidence they saw was that the subframe was bent. I took the vehicle to LHM Chevrolet. The service manager was very rude and stated they have no way to check the A/C in the winter time. This is not true. They work in a climate-controlled building and the A/C pressures could have been checked. They replaced the A/C compressor and the radiator, but we were required to pay half, even though the problem should have been identified as part of the pre-sale inspection. After the repair, the A/C was mediocre, but tolerable. The compressor was very noisy and almost made the car die when it kicked on when the car was idling. In the spring of 2013, the A/C was not working as well as it did during the previous year. The compressor was very noisy. The A/C system would actually depressurize if I tried to keep the car running at idle to keep the temperature at inside the car from getting hot. The A/C would blow warm air at idle. During the middle of the summer, it stopped working all together. I took it to our local shop again. They informed me all the freon was gone and the compressor had failed again. When they examined the paperwork from LHM, it showed that the bad compressor was replaced with aftermarket parts because it was leaking. Now, the same thing is occurring. The technician at the local shop stated the high side pressure is too high and that shows there is a blockage in the system. I attempted to contact LHM again so they can honor the warranty on their work. The service manager has not returned my calls. I believe the initial repair was a bandaid for the real problem. The local shop stated that there are pieces of the original compressor inside the A/C system that are going to continue to break the compressor and cause blockages. They stated the whole system needs to be replaced.

Desired Settlement: I would like Larry H. Miller to refund the money we paid for the repair they charged us that should have been fixed during the pre-sale inspection. I would also like Larry H. Miller to pay for the A/C system to be replaced with original equipment, but I don't want that shop to do it. I would like a Chrysler shop to fix it.

Business Response: Initial Business Response /* (1000, 5, 2013/11/12) */ Contact Name and Title: ***** ******* General Manager Contact Phone: XXX-XXX-XXXX Contact Email: ********@lhm.com The vehicle was purchased AS/IS in November 2011. At this time it passed a complete LCA Inspection qualifing for a service contract. This inspection includes a compressor operation check for noise and low refrigerant/fast cycling. Ms. *************** did not purchase the eligible contract. Two weeks later the vehicle was brought in for a coolant leak and we completed a good-will repair and replaced the radiator. Nearly 6 months later Ms. *************** the customer brought the vehicle in for the A/C. The compressor was replaced. It was diagnosed to have a leak from the compressor. The compressor was functioning normally, and the system was flushed, evacuated and re-charged so there would not be any pieces in the system. It was an after-market compressor which is very common. The compressor had a 12 month/12,000 mile warranty. Within this time period the compressor would have been fixed without charge. Ms. *************** would have only had to bring the car in. I do not feel that we have any further responsibility to this customer. (I am happy to send the inspection form if you need it)

11/27/2013 Problems with Product/Service
11/14/2013 Problems with Product/Service
11/7/2013 Advertising/Sales Issues
11/4/2013 Problems with Product/Service
10/29/2013 Problems with Product/Service
10/29/2013 Problems with Product/Service
10/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Salesmen promised us a different dollar amount verbally for our trade in than what was put in the contract.Also said we had down payment when we didnt I feel completely duped. The integrity of this company is completely lacking if not all together non existent. I had gotten a letter from the dealership saying that they wanted to buy back my Chevy Aveo and would give us a great deal on it. We took it in with low expectations we had been looking to trade in our vehicle for a few months now. The salesmen were very friendly, and acted like they were sparing us huge amounts. We had gone to the Mazda dealership 2 weeks prior coming to them, atleast there the salesmen were up front in all costs. Unfortunately that was not the case at this dealership. I had mentioned that we went to the Mazda dealership in passing, the sales manager asked me how much they had offered us on our trade in I told him between 6,000-7,000 (we owed about 11,000 on ours) that was too low for us so we said no deal. The Sales manager then told us that that was a rip off and that he could do way better for us, offering us $10,000 for our car, or so we thought. The process took 4 hours and by the time we signed the paperwork we were so ready to get out of there. The Sales manager wrote down on paper what we would be paying per month, which he told us would be $386 not including tax (we had expressed to him that we would like to stay around $300) it was already a little over budget but we felt like we were being treated exceptionally and went ahead with the deal. The representative that was helping us ******* had asked us if we had any money to put down. Unfortunately we didnt. However we did have gap insurance on our Aveo and also an extended warranty. We signed the contract and felt like we were given such a good deal. The finance guy (****) had told us that with the cancellables (extended warranty and gap insurance on our previous car) we would be able to do with what we wanted to...he then called us the next day to tell us that was inaccurate. That the $1700 we would have gotten back belongs to them, thats when we took a closer look at the contract. In my contract it said that the value of my trade in was at $6,800 and that the Lienholder was $10,700. Way to go Sales Manager you are really creative with your words, that was quite a performance. When he had said he would be paying $10,700 for our car we thought he meant at trade in value not the loan. So now we have nearly $4000 negative equity in the loan. None of which was told to us verbally. To top that off they put that we had a down payment of $1500 (thats where they got us good, the cancellables will be going to them), Verbally I told both ***** and the sales manager we DID NOT have a down payment. But i guess that commission check was too important, knowing this is how you all do business i am disgusted and will be sure to tell everyone i know NOT to do business with you not to mention sending a formal complaint to the better business bureau. This was super shady, and i feel completely taken advantage of. I myself will never do business again with you, we were considering trading my husbands car in because we had felt so valued but after all of this hassle we wont be coming back. Again I hope the commission check was worth it, with this level of service i'm not sure how you all sleep at night. Thank you for your time and consideration.

Desired Settlement: They had said that we had a down payment of $1700 and expect us to give them that out of our rebate from our previous dealership we went through. (our gap and extended warranty). We are also wanting to dispute what our trade in was as well, they had verbally told us they would pay $10,000 for our trade in and whats on the contract is only $6800. If nothing else we just want to make sure we get to keep our rebate, we feel that it was completely dishonest of them to say we had a down payment when we specifically told them we did not.

Business Response: Initial Business Response /* (1000, 11, 2013/10/07) */ ******** and ***** First let me start by apologizing for your experience. As I have read your complaint and interviewed the salesman, sales manager and the finance manager that were involved in your car deal I believe that the core of this problem is a misunderstanding. From time to time we get moving too fast when working a car deal. We forget that most customers don't buy cars as often as we are selling them. I have looked through the paperwork and I don't see anything that shows an intent to deceive or to mislead. To me it appears that there were some misunderstandings between all involved. I know that that doesn't fix any of your frustrations. One request that I have is to invite you to come back to the dealership to speak with me. My only regret about this problem is that I am just finding out about it so far after things happened. Please send me an email or call me and let's schedule a time to talk. I would love to see if there is anything I can do at this point to win back your favor. Have a great day! CHEERS ** ***** ***** General Manager Larry H Miller Chevrolet ************ ******@lhm.com

10/22/2013 Problems with Product/Service
10/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Breach of contractual agreement based on false financing. On Tuesday September, 17, 2013 After researched online a car I was interested in, I entered my information so I could be contacted for a test drive. About 20 minutes after filling out the information online, I got a call from ***** ****** He asked me if I was interested in coming in for a test drive so I agreed and I arrived an hour or so later at the auto dealer hoping to find out if I would be qualified to get a this used automobile. When I arrived the sales associate ****** that had initially called to set up a test drive with me was occupied with another customer. I had set up a 2:30PM test drive with the salesman and when I arrived he took me inside the dealership and told me he was going to get me the keys to the car so I could take it on a drive. He walked me out to the car and had me inspect it, while he went back inside to grab one of his coworkers to assist me because he was assisting other customers. The coworker ** came out to meet me at the car and handed me the keys. At this point no one had asked me for my drivers license. So I continued inspecting and noticed a few flaws that the car had and I conversed with ** about what I would like fixed and he acknowledged my concerns and let me take the car on a test drive alone and again with out being asked for any identification. I drove the car for about 15 minutes and then returned to the dealership where the original salesman was waiting inside for me. When I went inside I was asked to start filling out the application for credit and he asked me for my ID, and asked if his coworker had checked for identification and I told him at no point in time did anyone ask me. He looked surprised and had said to me "If anyone asks if either of us asked for identification, you tell them we did." I did not say anything to him. We continued filling out the paperwork for the trade in and I had said I valued my car at $800. After a lot of deliberating with the financial advisors the sales associates came back with an answer and said they would give me $500 no less and no more. I accepted the offer and they had me initial and date all the dealer obligations that they promised to fix. After they took the dealer obligations paperwork back to the financial advisors. The sales rep ** came back and handed me 2 dozen roses and congratulated me on my purchase. Upon my departure I was given two sets of keys in which they were slightly damaged. The dealership was closing so I did not make an issue of the damaged keys. I would address the problem when I would go back later on in the week, to complete the signing over of the title of my trade in. I went back on Friday September 20th, 2013 with my mother to sign over the title to my trade in vehicle, it was then that I addressed the issue with the keys. One day later I received a phone call from ***** with Larry H. Miller and he left me a voice mail leaving a name and number telling me to get back with him. I called back and he had said that my loan was not approved through their lender which I later found out was Indirect Financial. I fail to recognize how they let me take full possession of the vehicle without having the financing completed, especially based on the volume of used vehicles that they sell. Upon reviewing the contract I noticed that I was charged $785 for a one year maintenance contract that they offer for first time buyers per *** The contract was finalized by ***** ******

Desired Settlement: Possession of my trade in vehicle plus all monies refunded and additional amount incurred for increase in full coverage insurance for the month of September.

Business Response: Initial Business Response /* (1000, 5, 2013/09/27) */ Contact Name and Title: ***** ************ Contact Phone: XXX-XXX-XXXX Contact Email: *************@lhm.com We were unable to get financing on this vehicle for the customer. We offered to show other vehicles that cost less, but the customer did not want to do that. The customer has possession of the trade. It was returned when the financing didn't go through. Customer did not pay any money so there is none to be refunded. We will pay the customer for the increase in insurance.

10/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have been lied to. Service dept. has had our car since Thursday morning, promised we would have it by Saturday. Still no car. WORST Car Dealership EVER! My husband and I were driving our little Nissan when the transmission went out of it. We had no choice but to get a car. My husband had heard ads on the radio about Larry H. Miller in Bountiful and thought we should stop there. Of course they treat you like royalty and do everything they need to so that they can sell you a car. They showed us s 2007 Ford Focus and told us it was the only car on their whole lot that was for sale. They convinced us it was a good car. After driving it we told them we needed the cruise control fixed because it didn't work. I scheduled an appointment and they told me it would be about an hour and a half to fix it. So I packed up my 2 year old and we drove all the way from Layton to Bountiful. I dropped the car off and we waited. While I was in the waiting room, two salesman tagged teamed me and told me that I should be driving a brand new car and not a 2007. One after the other would come and sit next to me and tell me they had the perfect car, and it would only make the payments go up $100. All of this, plus just do it without my husband there! JERKS!!! I got up and took my 2 year old in his stroller and we left. All of this time I am getting anxious because it is my oldest sons 7th birthday and he is having a little party at school and I promised him I would bake him a cake. Needless to say, four hours later, the service parts manager comes out and tells me my car is done. The cruise control light doesn't work, but their guys drove it and the cruise itself worked. LIARS!!! As soon as I hit the freeway I turned the cruise on and...NOTHING! My husband called the next morning and explained how upset we were. Their excuse; "we had a lot of walk ins". So what you are saying is not only do you lie to people straight to their face, but walk ins take precedence over people who actually make appointments. ***, the service manager, told my husband to bring the car in first thing Friday morning and he would have a car waiting that we could use until our car was fixed. So my husband shows up at 7:00, waited around until 8:30 until they finally decided to let him borrow a car. By this time, my husband was late to work and had to miss the rest of the day. We heard nothing from anyone all day Friday. I called and talked to four different people, telling them our story to see if anyone would help us out. I kept getting transferred to someone else. I finally spoke to someone named ***** and told him our story. He assured me that he would text ****, the general manager right then and that **** would get right in touch with us. That was another lie. Instead we get a call from ***, the service manager again. By this time I have had it. I am ready to turn the car it and tell them we are done. Tyson calls me though and tells me that the car will be done by 4:00 p.m. on Friday, and if not then, for sure on Saturday. Today is Monday and guess what???? We have not heard ONE WORD about our car! I will be calling the BBB and letting everyone I know by writing a review for the newspaper, posting it on facebook, however I have to get it out there, that this place is a disgrace to car dealerships, a disgrace to Bountiful, a disgrace to Utah and that if any one person had any integrity or values there, it would be a miracle. We have been promised the ****, general manager would contact us himself, we have never heard from him. The staff is rude and insulting.

Desired Settlement: We want them to keep this car, we do not want it back. They have insulted us, they have lied right to our faces. They have pushed us around and made promises that they have not kept. They state that they are having a big tent sale and so that is where all of their focus is at, not on our problem. We are disgusted with them. We have been car searching at other places and have found reputable, respectful sales people, but because we have this 2007 Ford Focus that Larry H. Miller won't give back to us, we are unable to buy a car that we like. And that we have not been pressured into buying. All we want is to get out of this deal with them and for them to shred all of the paperwork so as to make it like this deal never happened so that we can get a car that runs and works from the beginning.

Business Response: Initial Business Response /* (1000, 10, 2013/10/10) */ Contact Name and Title: Phil ******** Contact Phone: XXXXXXXXXX Contact Email: *********@lhm.com This has been resolved. The customer is *****. Final Consumer Response /* (3000, 12, 2013/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are not happy at all. Yes, LHM paid for the cruise control to get fixed, but it was done by another dealership who was kind and respectful to us. We had to go and pick up our own car from this other dealership because LHM continued to tell us the car was not ready. The only contact the General Manager had with us was through text messaging, never a phone call. For their response to this be; "The customer is happy" is an insult. The last contact we had from the General Manager, through text, was for us to please change our review on their website. It was clearly stated at that time that we were still very unhappy with them. And to this day, we are still very unhappy with their service, the way they treated us and with the car we were sold.

10/11/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Dealership sold me a frame damaged car that results in serious safety issues-the issue was NOT disclosed at the time of sale. During Oct. 2010-my wife and I purchased a 2008 Chevy Impala SS that was used from this dealership. During May of 2013 we went to trade this vehicle in to a competitor for a new vehicle-we were then shown a printout from Accuchek(Experian)that this vehicle we own was in a serious accident that bent the frame on the vehicle. This fact WAS announced at the Auto Auction where Larry Miller *********** *******) had purchased this vehicle prior to putting it up for sale at her **************** *******-the General Manager and she clearly admitted to me on the phone that she PERSONALLY bought this car) and although the was announced She/the salesmanager/salesperson chose NOT TO DISCLOSE this fact to myself or my wife at the time of sale. Although, I am aware that Utah law DOES NOT require the title to state this-due to the fact that they CLAIM to be a reputable business that banks on a reputation for honesty-I would think that they would MORALLY opt to disclose this information to a buyer. Seeing that they hold an A+ rating with the BBB-they would seem to take this issue seriously. I talked with ***** about this and she could do nothing but DENY that she did anything wrong. I took the complaint up to the Senior VP of Larry Miller Dealerships-**** O'*****-who called me and in my opinion was in fact Drunk when he called me to tell me that he WOULD NOT DO ANYTHING for me at all because-Quote"I have to protect the Miller Family"-**** O'***** also stated that IF I had come to him he "would likely have helped me"-when I suggested that I would like a refund of the $3000 this fact cost me on a trade in value per the NADA book due to the frame damaged reducing the market value-I suggested a compromise of maybe splitting the difference-he thought that was a good idea-but then stated again-"actually NO I have to protect the Miller Family-I'm refusing to do anything for you at all. I stated that I would take this up with General Motors about this type of sales practice-his response was one of Oh Well-"Sorry if you feel you have to do that" but I'm going to do NOTHING for you. I have also tried to contact **** ******-President and CEO-on 3 different occasions to get his take on this-as of this date he has COMPLETELY IGNORED ME. I find this type of attitude distressing as it shows that Big Business seems to care very little about an individual.

Desired Settlement: I asked for the dollar amount of $3500 originally-this figure comes from the NADA current auto values-for a 2008 Chevy Impala SS-with 99,200 mi.-after a hit of about $1450 for the excess miles on it for its age the avg trade in for a vehicle as the one stated was $9970-the trading dealer indicated that due to the exceptional condition of my trade-it would have been worth $10400. Because of the frame damage that was undisclosed this dropped the value of the trade to $7000-I asked for this difference. But I did offer to "split" the difference as a show of "good faith" and **** O'***** DID initially agree that was "fair" but then said nevermind later. Additionally, I feel that calling a customer with this kind of a problem when you are under the influence of alcohol to be a SAD showing of professionalism.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/14) */ Contact Name and Title: **** ******* *** Vice President Contact Phone: XXX-XXX-XXXX Contact Email: ********@lhm.com Dear Mr. **********, I would like to take this opportunity to address your concerns with Larry H. Miller Chevrolet. First of all I would like to express that Larry H. Miller Dealerships is very concerned with customer satisfaction which is exhibited by our A+ rating with BBB as well as outstanding ratings with our manufacturer's and our customers. Additionally, I would like to make it unconditionally clear that when I called you previously, from a noisy Atlanta airport, I was neither drinking nor "drunk" as you have incorrectly stated several times. I took the time to call you, on my personal time, to listen to your concerns and professionally follow up your request to have a management level employee reach out to you. I do apologize that apparently it was difficult for you to hear on the phone conversation. I'm sure you will agree that it is important for us to address the facts in regards to the 2008 Chevy Impala purchased in October of 2010. 1) You stated at the time you were negotiating a deal to trade your Impala that you were "shown a printout from Accuchek (Experian) that this vehicle we own was in a serious accident that bent the frame on the vehicle". * I apologize we are not aware of Accucheck/Experian being involved in vehicle reporting. * I believe you meant to quote Auto Check, although Auto Check does report that on 9/29/2010 an auction announced, "Frame Damage", however the same report also states "No Accidents Reported". * The other major reporting agency is Carfax. Carfax shows "No Accident / Damages reported" and incidentally suggests it is worth more than market value. * I would be happy to forward you copies of both reports if you would like to have them. 2) You stated, "The dealership sold me a frame damaged car that results in serious safety issues". I understand that you would be concerned with your family's safety while you were driving the vehicle over the past few years. * All UT dealerships are bound by law to deliver you a State of Utah controlled Safety Inspection prior to delivery, similar to the one you had done when you renewed your plates. Your vehicle was inspected and passed *** the safety checks. * It appears that the vehicle has been serviced and inspected 11 times by a franchised Chevrolet dealer and once by Meineke since you purchased the vehicle. The dealer where you traded your vehicle has also inspected the safety of your vehicle and is now offering it for sale on the internet. 3) You stated, "when I suggested that I would like a refund of the $3000 this fact cost me on a trade in value per the NADA book due to the frame damaged reducing the market value" * I again reviewed the NADA book and could not locate a deduction amount for an announcement of "Frame Damage". The $3500 figure was purely an arbitrative number derived from the dealer where you traded your vehicle. Our Chevrolet store never had an opportunity to see the vehicle, or attempt to satisfy your concerns, prior to you requesting money based upon your negotiations with another dealer. I apologize that you do not agree with our decision to not pay you $3500 in perceived damages, due to another dealer's arbitrative number of the diminished value of a vehicle in which you told me they only came up with the deduction after looking at the report and not after looking at the car. Additionally, I feel there is some miscommunication regarding my comments regarding the reason for my decision. I did say that it was my obligation to protect the legal, financial, and moral well-being of the organization when asked by you "why I would not just pay you". Performing my duties to the best of my abilities, I must make the same decision. The Chevrolet store sold you a vehicle with no legal or moral obligation to disclose a fact they were not aware existed, or may exist, on the vehicle. Consumer's Final Response /* (3000, 7, 2013/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The person making the response is misconstruing the conversation we had and left out many important details of the conversation that are pertinent to this case. First and foremost-Mr. ******* is misquoting what I said. Also-the car was a rental vehicle-MANY rental companies would NOT report an accident since they have an IN-House repair company-so no need to report the accident. He also stated on 11 times the vehicle was serviced, etc.-if I had never requested or suggested that they inspect the frame for damage-WHY WOULD THEY check it?? You also state that the NADA has NO adjustment for "frame damage"-Really *********** Please don't insult me with that type of nonsense remark. I NEVER stated the dollar amount as an "arbitrary" figure as you stated. Give me some credit. Conveniently you left out the part where we discussed "splitting the difference" which you IN FACT agreed that and I quote "sounds like a good solution". You in fact stated that if I had brought the car to trade at YOUR dealership you would have adjusted the $3000 as a gesture of good will(as did ***** *******) yet because I chose not to do business with your company again-you reneged on your agreement. I find this whole situation distasteful. You and your company act like this is some kind of joke just like your response is to me-which was condescending and insulting to me. I asked for a reasonable agreement on this-and seemingly typical from people like you-you don't care in the least. I can tell you this Mr. ********* as well as everyone that I know and I will have them pass this on that Larry Miller Group is NOT the place to purchase a vehicle-very simple solution and you can't bring yourself to admit that just MAYBE your company did something wrong. Since your company has millions of dollars and the Millers' are multi-millionaires they don't need any more of mine or my friends money. I know that in your case you probably make in the six-figures-so this amount of money is negligible to you-but try to understand other peoples problems for once. Business Response /* (1000, 18, 2013/10/07) */ After apeaking with our legal department, it is the feeling of our management company that we stand behind the decision of the dealership. We have attempted to provide a resolution for the customer. At this time we will not be going any further with this matter. Consumer Response /* (3000, 20, 2013/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The latest response states that they attempted to provide a resolution? I don't know what that resolution is-I show NO resolution was offered to me at all. Please have the "legal" dept/management dept contact me-I received NO resolution offer from anyone on this. Nothing other than a brush off from the management on this.

10/9/2013 Problems with Product/Service
10/9/2013 Problems with Product/Service
10/7/2013 Problems with Product/Service
10/1/2013 Problems with Product/Service
9/25/2013 Problems with Product/Service
9/24/2013 Problems with Product/Service
9/20/2013 Problems with Product/Service
9/17/2013 Problems with Product/Service
9/17/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Clear coat on hood was applied incorrectly and as a result failed. Even after 2nd and third party confirmation they refused to fix problem They refuse to stand behind their so called lifetime guarantee

Desired Settlement: I wish to have the clear coat fixed

Business Response: Business' Initial Response /* (1000, 5, 2013/08/30) */ Contact Name and Title: ******-Executive Assistant Contact Phone: XXX-XXX-XXXX Contact Email: *****@lhm.com *******, We do not have a dealership located at the address you have provided. If you could please let me know which specific dealership this was for I would be happy to direct this to the appropriate person. Thank you.

9/16/2013 Advertising/Sales Issues
9/12/2013 Problems with Product/Service
9/9/2013 Problems with Product/Service
9/9/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Car not inspected had me sign as is before inspected promised any problems fixed because as is was signed they denied my spare tire and promised fixes Purchased a Jeep Commander 2006 used on 7/13 for $16,900. I was concerned as vehicle had not yet been inspected for damages, I pointed out the damages and concerns I had that I could see to sales rep. I was promised that they would get all that fixed. I took it in on Tuesday 7/16 and didn't get back until 7/25. I read that the missing spare tire, to which I showed concern for was denied replacement. I see the paint scratches were not fixed, the windshield was still broken, they also noted that water pump and hydraulic fan is going out and denied any fix on the car because they were able to get me to sign an "as is" contract, with promise that the "as is" didn't mean any problems they find in their inspection, since they had not had proper time to inspect vehicle yet. However, they didn't hold to their bargain and when I called to complain, the repair shop claims they have no idea where my invoice is and can't confirm any of the repairs needed I was complaining about. This was a total scam.

Desired Settlement: I don't want the vehicle, if I have to pay all this out of pocket, I am looking at $100-$200 for spare tire, I am also looking at more than $1,000 repair. This was not the agreement I want all my fixes taken care of, or the vehicle to be returned as it was sold to be under false information

Business Response: Business' Initial Response /* (1000, 9, 2013/08/21) */ Contact Name and Title: ******* **** Contact Phone: XXX-XXXXXXX Contact Email: *****@lhm.com We are doing what we can to take care of the customer.

9/5/2013 Advertising/Sales Issues
9/3/2013 Problems with Product/Service
8/28/2013 Problems with Product/Service
8/28/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I dropped off my 2006 Chrysler Pacifica because all the power outlets were not working. After diagnosing the problem, they called and told me that one was melted, and the other 3 needed the wiring replaced. $350. I told them to go ahead.When I picked up the car the next day, only one of the power outlets was working. I took it back in the following morning. They determined that the 3 were on the same circuit and the fuse kept blowing, so obviously the wires weren't grounded. I made an appointment to bring it in a few days later to have them fix them.When I arrived for that appointment, I approached a man at one of the service desks and told him I had an appointment. He told me I didn't, and that three other people had "tried to pull that" earlier, implying that I was lying about having an appointment. I pointed out the man who made the appointment. He came over. We discovered that the appointment had been inadvertently made for the next day.The first man told me there was no way to get my car in that day, or even the next because they were so backed up. So I asked for a new appointment, and clarified that I had already paid for the repairs that hadn't been done. He told me that the notes in my paperwork were incomplete, that paying $350 to have one outlet repaired was a good deal, and that since they were going to have to get in behind the dashboard again, I would have to pay for the repair. Again.I was told three times prior to that that the $350 was for all four outlets. I pointed that out, but the man just nodded at me and told me I'd have to pay. I asked him what he was going to do for me, and he said nothing.So I took my car and left. And now, not only do I have only one working power outlet, but the brake light that indicates that the parking brake is engaged is on continually, which it wasn't before they dug into the wiring in my car. Product_Or_Service: Car repair

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like this dealership's service department to complete the repair that I paid for in good faith with no additional charge, and fix whatever they did to my parking brake warning light so that it doesn't go on and stay on after a few minutes of driving.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/20) */ Contact Name and Title: ******-Executive Assistant Contact Phone: XXX-XXX-XXXX Contact Email: *****@lhm.com If you could let me know which specific dealership this is for I would be happy to get this to the appropriate person. Consumer's Final Response /* (2000, 11, 2013/08/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) They fixed the issue at no cost. They also replaced my gas cap at no charge, then delivered the car to me. I am delighted. Business' Final Response /* (4000, 9, 2013/08/26) */ We have reached out to ******** ****** and she has brought her car back into us. We will continue to fix the issue listed above to the best of our abilties. There will be no additional charge to ******** for the same repairs we have already done. We are trying to duplicate the brake light issue. Once we figure out what the issue is we will communicate with ******** and figure out a reasonable solution.

8/26/2013 Problems with Product/Service
8/20/2013 Problems with Product/Service
8/19/2013 Problems with Product/Service
8/12/2013 Problems with Product/Service | Read Complaint Details
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Complaint: My car overheated and check engine light came on during my vacation (was traveling by car) on June 18, 2013. We added water to the car and it was running fine, but the check engine light remained on. I was nervous about the car and wanted to get it looked at so that we didn't break down in the desert on our way to Arches National Park. We were outside of Salt Lake City so I called Larry H Miller Ford Dealership on Tuesday June 18th at 1:07pm and made an appointment for 10:00am on June 19, 2013 to get my car looked at. When I arrived on the 19th they said they did not have me down for an appointment but they found someone to look at the car. We spoke with ***** in the service department. He said they would check everything out on the car. ***** called later that afternoon and said the thermostat housing was leaking and would need to be replaced. He said this was not a fun thing to replace and would cost about $300 for parts plus $300 for labor. I was really devastated at the cost but reluctantly agreed to this repair as we were traveling and did not want to break down and ***** was confident this would fix the car. ***** called later in the day and said that the car was not fixed still and needed a radiator that would cost an additional $300 for the part and $300 for the labor. I called a mechanic friend back home who told me not to agree to this as he thought it sounded like they did not know what was wrong with the car and were just throwing expensive parts and labor at it. We paid the 598$ bill and left. We took the car down the street to JMAC complete car care which specializes in radiator & cooling systems. We spoke with ***** there and after they did a lengthy diagnostics on the car determined that it did not need a radiator and did not need the thermostat & housing replaced and that I should ask for a refund from Ford. ***** said he would be happy to assist me and offered to speak directly with Ford if they had any question. JMAC contact info is: 3520 S State St Salt Lake City, UT 84115.

Desired Settlement: DesiredSettlementID: Refund I would like a full refund.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/01) */ Contact Name and Title: ****** ****-Executive Assistant Contact Phone: XXX-XXX-XXXX Contact Email: *****@lhm.com *****, I would be ***** to get this to the appropriate people so that they can look into this issue for you. We have several Ford dealerships here and it did not clarify which one it was that you took it to. If you could provide a little more information regarding the dealership I will forward this on. Thank you. Consumer's Final Response /* (3000, 12, 2013/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) * The first sentence in my original complaint acknowledges that the check engine light came on when the car overheated so I don't know why LMH stated that "...not the overheating condition which is now being stated." This statement implies that I have somehow changed my story which as you can see is not true. The car overheated once and the check engine light came on. *The car ran just fine when I brought it on (drove it over 80 miles from point of overheating to Salt Lake City and then drove it around SLC), although the check engine light was still on. The car was in way worse shape when I left LMH as the car would overheat within minutes of driving on the freeway. ****** told me on the phone prior to replacing the thermostat that the thermostat housing was leaking and that he thought that was the problem and was a common thing to happen. Now, LMH is saying they pressure tested the system and found no leaks. They have changed their story. Also, the overflow reservoir tank was leaking and that was clearly visible and was the first thing that JMAC replaced. *LMH said the fans were fine and although the fans did have power to them they were not working. They did not kick on. *My comments to LMH when they recommended a radiator was that was cost prohibitive and they could not assure me that would solve the problem- that the car would be fixed if the radiator was replaced. After having just spent $600 to find the car in worse shape than when I brought it in I could not risk another $600 to still have a nonfunctioning car. *My car was in worse shape when I left LMH than when I brought it in. *LMH has not offered further assistance to me. I have not declined any "assistance." I was told on Wednesday July 3rd that they would not issue me a refund. Business' Final Response /* (4000, 16, 2013/07/25) */ Contact Name and Title: **** ******** General Manager Contact Phone: XXX-XXX-XXXX Contact Email: ********@lhm.com A refund in the amount of $341.86 was agreed to by Ms. ****** and was processed on July 16, 2013.

8/12/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Had my SUV fixed, after picking up I immediately noticed same concerns. Took back, now trying to charge again for same thing fixed and new repairs. I took my Toyota Rav4 to have them diagnose and fix issues with my front left tire and alignment problems. They fixed the front left control arm ,strut, and the alignment for $1300 including labor.I also have a pre-paid service package there to have my oil changed and emissions and inspection done. They kept telling me over and over again I will not pass emmissions and inspections if I did not do the repairs. They also told me I would not pass emissions and inspection unless I got new tires, my brakes fixed, and my routers were ready to fail. Initially I was not going to have them fix my vehicle because the price was too high, but they told me that if I left I would be charged $190 for labor for an hour they spent diagnosing what I told them. I had them fix what I listed above and was took it to somewhere else for tires 1/2 as much. After getting my car and driving it for the first time, I immediatey noticed that the alignment was not fixed. There was a new ticking sound as I braked and it felt as if the stut was loose on the top and made a creaking noise. We contacted Larry H. Miller a couple of weeks later as I went out of town two days after receiving the vehicle. I called and set an appointment and explained my concerns. ***** on the phone explained he could not find me in the system and he had no record of repairs. (He was the mechanic that fixed it and spoke to us) We brought it in and the first they did was emissions and inspections and told my wife and I it passed. They were supposed to and forgot to do it the first time it was in. They told us after looking at the vehicle that the alignment was off and that the ball bearing needed to be fixd. I asked how did you miss this? They gave all sorts of reasons. 1. We did not know it was your ball bearing and thought it could have been your tires, so we wanted to save you money. 2. I was speaking with someone new this time (****), he said over and over, he did not fix it, so he does not know. 3. They said it is not easy to see. 4. These types of things can be missed. They told me it would be $611.00 + taxes to fix the ball bearings and that they would have to charge me to align the car again. I explained I paid you to do that already, you did not do it correct, and that is the reason I am here. **** said, we redo the alignment on all repairs, so we have to charge you. Getting frustrated I explained I brought my car in to get fixed, not for you to miss things, I never told you I wanted you to save me money, and I expect you do it correct the first time. Second, I am not paying you again to align my car that you did not do correct the first time. I asked what they could do to make this right. He said nothing. And stated you won't pass emissions and inspection if we don't. I said we already passed. He denied and said I can't do anything because I did not repair it, but if you come back and talk to the manager and ***** when they are here, they can make a decision. I said so you are doing nothing. He said nope. My wife called back and asked to speak with the manager, they said he is not here, but then said that they were there and a female got on the phone after trying to transfer us to voice messages several times and avoid the call. They finally agreed to not charge for the alignment and to take $50 off. Then the "manager" said you will not pass emissions and inspections if you did not do the repairs anyways. 1. The manager there is a male. 2. The final charge did not have the alignmet charge taken off, only $50. 3. We were threatening with no passing something we already passed as a scare tactic. 4. The vehice was fixed inpropery the first time and they attempted to double charge us and lie about it. 5. We were treated very poorly by their staff and they were playing around with us on the phone and misrepresenting who they were. I feel as if they tried to scam us and double charge us for things that were told to us to be repaired already and lied to about OK parts.

Desired Settlement: I am willing to pay for the intial services. I would like my vehice completly fixed and done correctly. Without being told they could miss things or it is my fault. I do not want to pay for what they did not do right in the first place.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/09) */ Contact Name and Title: ***** ****** Service Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***********@lhm.com The vehicle was brought in to our repair facility on 5/31/13. The customer's original concern was for the check engine light illuminating on and wanted a diagnosis, with a state and emissions inspections. The engine control module had stored hard codes for random/multiple cylinder misfires detected in all six cylinders. As part of the diagnosis the technician test drove the vehicle to duplicate the misfire under a load. While on the test drive the technician immediately noticed the vehicle was producing a loud noise, vibrating and shaking violently while driving. The technician then returned to the shop where he found the front tires to be worn out beyond any safe driving standards. The left front tire had worn worse than the right. The technician found the camber on the left front was visibly out. Upon further inspection the technician found the left front strut and lower control arm were bent from what appeared to be from an impact or collision and needed replacement. The technician then found that because the left front tire was worn so badly (the cords were showing) it was causing the bad noise and vibration, that it in returned caused the engine control module to detect false misfires. The customer was then contacted and made aware of the technicians finding. The customer was then advised to replace the left front strut, the left front lower control arm, the front tires, and perform an alignment. The customer was also advised that the bent lower control arm, the bent strut, and the front tires would not pass the state inspection that was also required to be performed on the vehicle. The customer approved the replacement of the bent suspension components with an alignment. Replacement of the tires was declined; customer stated they would have them replaced at another facility. The repairs were performed and the vehicle was test driven after the repairs. Since the tires were not replaced as part of the repair the vehicle still had the vibrations and noise due to the poor condition of the tires. The customer then came and picked up the vehicle on 6/3/13. The customer then returned with the vehicle on 6/29/13. The customer stated they had replaced the tires and now wanted the state and emissions inspections completed. They also stated that even after they replaced the tires there was still some noise. The technician test drove the vehicle and confirmed the customers concern. The vehicle was inspected and the technician found the noise coming from the left front wheel bearing. We contacted the customer and advised them of our findings. The technician stated it was possible that the noise from the wheel bearing was a direct result from the impact or collision that caused the damage to the suspension components from the previous repair. But due to the poor condition of the front tires and the noise they were still causing it was not possible to hear the noise from the wheel bearing, thus never giving us any indication that there was any an issue or concern with the wheel bearing in general. And since we did not replace the tires after that repair, the vehicle still exhibited the same vibrations and noises on the post repair test drive. We then offered to reduce the cost of the labor for the wheel bearing replacement, and offered a free re-alignment of the vehicle. The customer approved the replacement of the wheel bearing at the reduced the labor amount and the complementary realignment. The total amount discounted for the customer was $140.00. It is our position that we gave the customer the most accurate diagnosis possible with the approved repairs given by the customer. If the tire/s had been replaced at the time of the first repair and the wheel bearing was bad at said time, we would have immediately found it on the test drive after the repairs. Which then we would have then advised the customer about. But since the bad tires were left on we could not accurately determine any addition concerns and/or issues until they were replaced. It is also our position we went above and beyond what was required of us with discounting the labor and re-aligning the vehicle at no cost to customer to provide the best customer service possible and maintain a positive relationship with the customer. Consumer's Final Response /* (3000, 7, 2013/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, I am glad to confirm what I already knew. When we brought a car in after the initial repair their staff was rude, no one would take responsibility by everyone passing the blame on someone else, and I was transfered all over their building.Finally speaking to a female, who said she was the Service Manager. I stated that immediatly upon driving the car for the first time after their repairs that I noticed the alignment had not been fixed and the car still had major issues. There was no offer to reduce the cost in labor by $140.00. That figure comes from what they wanted t charge me again to align the vehicle. I explained that I will not pay you again to do a job you failed to do correct the first time and that I found it an insult to charge for the same thing twice. I was told by their service clerk that anytime they have to do any repairs similar to this, they are required to re-align the vehicle. Iniially speaking to their service clerk, he refused to help us in any way, since he was not the Tech who fixed the vehicle and I would have to take my vehicle and drive down another day when that Tech was there to get my situation resolved. It was not until we called back that any sort of "customer service" as you put it was offered. When we called back, the service rep asked us if we had been given a quote. We had been given a quote with the alignment and we asked what their new quote would be without it. I had no idea what the first quote was because it was given to my wife. The rep again said are you sure you were not given a new quote and I said yes. This time I was quoted $40 less than what my wife had originally been quoted, this being after they took the $140.00 alignment off. No labor was every mentioned at being discounted and when I got off the phone and spoke with my wife comparing the two quotes we were given, it was clear that the rep was not being honest with us. Since the initial quote included the $140.00 alignment and they supposedly offered a $140.00 of labor being waived. My new quote should have been $280.00 less than the original quote. To me if this is above and beyond and the best customer service possible to maintain a positive relationship. That is unfortunate. I have been 100% pleased with my service prior to this repair and had a oil change and emissions and inspections package purchased on my vehicle. I have no problem paying for services, but I expect them to be done correctly, not include additions like having to purchase the tires from you to fully diagnose the situation, and for you to stand behind your work. Business' Final Response /* (4000, 9, 2013/07/24) */ First and fore most we would like to apologize if the customer feels they received unsatisfactory customer service. We are constantly striving to not only provide but also maintain great customer service to each and every customer. The attempt was to get the customer back with the original assistant service manager and service technician that were involved with the original repairs. This is a very common practice for the simple purposes that if issues and/or questions arise these individuals are already familiar with the history of vehicle and the customer and will be best suited to handle them with the most knowledge and the best accuracy. To put it simply the customer declined to have all the necessary repairs done at our facility. We did not cause the wheel bearing to fail. This was a pre-existing condition caused by impacting a solid object and feel there is no fault or obligation for us to absorb the full cost of the repairs. Also there was never any obligation expressed and/or implied requiring the customer to purchase the tires from us. But due to the specific nature of the circumstances if we would have replaced the tires, and if the wheel bearing was bad at this time, the wheel bearing noise would have be discovered on the test drive after the repairs. At such time we would then have advised the customer and held off on the alignment until authorization was given by the customer. Then only one alignment would have needed to be performed. But again, the vehicle was received by the customer on 6/3/2013 after initial repairs. The customer did not return for 26 days to advise us of any additional concerns. There was never any contact between the first and the returning visit advising us of any issues. Furthermore it is purely speculation that the wheel bearing was bad at the time of the first repairs and could have failed within the time period between the two visits. The customer was quoted the full cost of the wheel bearing repair and alignment on the return visit. After consideration of the previous repairs we then decided the discount the labor $50 for what would have been "overlap" between the two repairs if they had been repaired at the same time. Then the cost of $90 was waived for performing the second alignment, discount totaling $140. With these discounts, the total between the two repairs now equals what the customer would have paid if all repairs would have been authorized on the first visit, minus the tires of course. Therefore customer didn't have to absorb any additional costs between the two repairs. We feel it is unfortunate the customer's vehicle still had a pre-existing condition after the first repairs were performed, and felt we were very sympathetic to this. But again, we did not cause this issue. We fully stand behind our repairs and feel that given the circumstances that were presented and authorized by the customer that these repairs were not only performed correctly but in a profession manner.

8/7/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I bought a brand new truck. Scratches on the front bumper, navigation system and audio system not functioning correctly, they been trying to fix it for over 7 months without results.

Desired Settlement: Refund

Business Response: Business' Initial Response /* (1000, 8, 2013/07/10) */ Contact Name and Title: ******-Executive Assistant Contact Phone: XXX-XXX-XXXX Contact Email: *****@lhm.com If you would let me know which dealership this was I will forward it on to the appropriate person. Consumer's Final Response /* (3000, 12, 2013/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a response, I already talked with her on the phone, she is redirecting the documents to the right store. They have made adjustments to the body frame in order to fit the tires in, drilling holes, scratch the paint underneath of the mud flaps, trimming some of the bumpers, in order to return the truck to the original state, they would need to reprint the truck, which is not acceptable for a brand new truck, I do not want to have a brand new truck re painted just because they did not know the problems that bigger tires will cause to the navigation system. That was one of the reasons why I bought this truck, and they never said anything Business' Final Response /* (4000, 14, 2013/07/19) */ The management of Larry H. Miller Super Ford is confident that we can find a solution to Mr. ******'s concerns. We therefore invite Mr. ****** to contact **** ******* the General Manager and/or *** ****** the Service Director who will discuss his options.

8/6/2013 Problems with Product/Service
8/5/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I went to buy a car from Larry Miller. 1 week later I went in to sign the contract they said I needed a co signer. I went to Larry Miller to buy a Chrysler Van. I traded in my Ford Tauras as down payment. I told them the car had issues they said that was fine. I told them that I didn't have the best credit. The said that was ok and let me drive away with the van. I switched my insurance over. About a week later Larry Miller called me to come sign the contract. When I got there they said I needed a co signer. This should have been resolved the first time I called. I went in to Larry Miller with my 4 kids. I told them I couldn't get a co signer and to let me take the van one more day to try to figure something out or at least take my kids home in case I got pulled over or the Ford I traded in broke down on the way home. They said well no hopefully it doesn't brake down and don't get pulled over take the back roads. I asked about the gas I put in they said they would just put it toward the miles put on the car. I will never deal with Larry Miller they are rude. I have never had this experience with a company in my life. My nephew also had issues he bought a car from Larry Miller in Salt lake paid $1000 down and paid of his car with his father. They are now billing him for another $500. This company's practices are questioned by tons of people I have talked to. Everyone I know says don't go through Larry Miller now I know why

Desired Settlement: I would like $40 I put in the gas tank back and an apology.

Business Response: Business' Initial Response /* (1000, 9, 2013/07/31) */ Contact Name and Title: ***** ****** Contact Phone: XXXXXXXXXX Contact Email: *******@lhm.com I have called and emailed ******* letting her know to call me so I can help resolve her issues Consumer's Final Response /* (2000, 11, 2013/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/3/2013 Problems with Product/Service
7/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My father and I bought a car from Larry Miller. My dad paid the car off with the bank. I paid $1000 down they claim we still owe $500 down payment. In 2011 My father **** ******** and I bought a cadillac sts from Larry H. Miller. We paid $1000 down for the car. In 2012 my dad ended up paying the car off with Wells Fargo Bank. We got an invoice saying we still owed $500 down for the car. Every time I have called their company I get a run around and very rude service. When they sold us the car I was told the $1000 down would be sufficient. I am now getting billed for the $500.00. Since the car was paid off in total they keep saying the $500 is for dealer fees yet I paid $1000 down which would have taken care of more than just dealer fees. I have all the paperwork. This company is horrible. Everyone I've ever talked to who has dealt with this company has had a bad experience. My aunt just went to buy a van her name is ******* *********** They let her take the van and trade in her Ford Taurus. She drove the van for a week then received a call from Larry Miller saying that she needed to come sign the paperwork. Upon arrival she was told she needed a co signer. She had put in gas and had her 4 kids with her. She told them that the car didn't work well and that the insurance was already on the van. She said she didn't have a co signer. They said "Hopefully you don't get pulled over and we won't give you back the money you spent on gas we'll just put it toward the miles you put on the car." Every interaction I have had with them has either been rude or a lie. I will not be paying the $500 and should not be billed. Let alone it go on my credit this situation needs to be fixed.

Desired Settlement: I do not want to be charged for the $500 I want this issue resolved. I paid $1000 down then paid the total amount of the car off including interest accrued. My father's name is ** **** ********. I would like someone to apologize to him for being rude. I would also like to be contacted about the situation for everything I've gone through

Business Response: Business' Initial Response /* (1000, 5, 2013/07/05) */ Contact Name and Title: **** ******** General Manager Contact Phone: XXX-XXX-XXXX Contact Email: ********@lhm.com ***** ******** purchased a 2002 Cadillac on April 6, 2011. Mr. ********** paperwork clearly spells out that he was to have a $1,500 down payment. To date Mr. ******** has only paid $1,000. After numerous attempts to collect the missing $500. his account has been turned over to collections. Regarding ******* *********** LHM Super Ford has no record of her ever dealing with this Larry H. Miller dealership. We will gladly try to assist her if given more information. Consumer's Final Response /* (-5, 14, 2013/07/31) */ This case has not been resolved. I will be calling Larry Miller today to try and resolve the issue Business' Final Response /* (4000, 9, 2013/07/11) */ Please understand that we are not trying to be difficult. The agreed upon transaction required a $1,500 down payment. All that was paid was $1,000. Please feel free to contact us to discuss. Thank you.

7/25/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a car from Larry H Miller in 2011. I paid the car off with the bank also putting $1000 down. Larry Miller is saying it was $1500 down. In 2011 I financed a car with wells fargo through Larry H Miller. My son paid $1000 down on the car. I decided to pay the car off. After I paid the total amount off with interest to Wells Fargo I got a bill saying my credit score would be effected by larry Miller. They say I owe $500 more for the down payment. The car was PAID OFF. Every time me or my son ***** ******** call about the car they are rude and arrogant. I have never dealt with a company like this. I have bought multiple vehicles at multiple dealerships and never experienced this. The $1000 down plus paying the car off was more than enough to cover all the fees of the car. I'd like to know what Larry Miller did with the $1000 down and why they need $500 more. The car was paid for. Who's pocket does the money go into.

Desired Settlement: I would like the $500 vanquished. I do not want it on my credit and do not want another bill for it. I shouldn't have to pay this I've already gave $1000 down and paid off the car.

Business Response: Initial Business Response /* (1000, 5, 2013/07/08) */ Contact Name and Title: **** ******* Contact Phone: XXX-XXX-XXXX Contact Email: ********@lhm.com Both the Motor Vehicle Contract of Sale and the Retail Installment Contract and Security Agreement on file relects that a $1,500 down payment was to be paid. As of date only $1,000 has been collected. Please let us know if we have overlooked a receipt which would satisfy the monies owed. Thank you.

7/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Charge for use of supposedly purchased car Car purchased on Sat Jun 15, communicate to sale rep that i will work with my credit union on financing and the amount i was pre-aproved for, they assure would take care of the paper work with my credit union. Contacted my credit union the following Tuesday and they inform me that they did not received any information from the dealer. Contacted the dealer to check on the situation to be informed that they were working on the loan and it will take a few more days to find a the proper lender. After not hearing anyting visited the dealer on Tuesday June the 25 andtalked to the financing agent and since the sales rep was not there he asked me to return next day. Returned next day on Wednesday June the 26th, and after disusing the situation they wanted me to finance the car with a lender at a very high interest rate and very high monthly payment, and since i did not accepted this conditions, conditions were informed clearly at the beginning of the deal, they charge me 174 dollars for the mileage use on the car intended to purchased.

Desired Settlement: I only request to be refund the full $500 deposit paid in good faith and not to be discounted for the use of the car. I was not informed of this potential charge. Sales rep assure they will work with my credit union and did not even contacted them. Sale rep and financial rep did not contacted me at any time to informed me of the situation in fact i need it to contact them to find answers. Seems like they wanted me to have the car until i will come have not choice but to purchased at any financial condition. The financial rep was rude and disrespectful. I wonder what would have happen if they have sold my car during the time i had the car i wanted to purchased, i am guessing they would probably have more chances to get away with this poor sales procedures.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/02) */ Contact Name and Title: ***** ****** GSM Contact Phone: XXXXXXXXXX Contact Email: *******@lhm.com I SPOKE TO ***** ***** VIA PHONE 7-2-13 ISSUE IS RESOLVED THANKS

7/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recieved an advertisment in the mail indicating I would recieve a free "Mega Gift Card" for just coming in. As well as a chance to win $5000 if my number matched a number in the store. Upon coming into the store I asked them to honor their advertisment and I wish to recieve my "Mega Gift Card". The salesman indicated that he has not seen this flyer before and would have to ask someone else, but he was happy to honor the other part of the flyer $3000 off a used car, which I am not interested in. He then went to talk to his manager, came back to me, he indicated that they "don't have a winning number posted at this time for the $5000". I told him I didn't really care about that, I just want my "mega gift card". He informed me that he hasn't seen this advertisment yet again and would have to talk to his boss again. Upon returning he told me they are "Out of Mega Gifts Cards" Which I found strange since I was the first one to come in acording to the sales people I talked to. I was frusterated as I waisted my time coming all the way there for nothing and expressed this with the people that dealt with me. The advertisment clearly states that the dates are from June 26-July 6th, 2013 and I went in July 2nd at arround 1PM.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like my "Mega Gift Card" as well as a second "Mega Gift Card" for waisting my time. Also I would like confirmation as to the winning number for the $5000 cash give away if I am the winner or not.

Business Response: Initial Business Response /* (1000, 5, 2013/07/08) */ Contact Name and Title: ******-Executive Assistant Contact Phone: XXX-XXX-XXXX Contact Email: *****@lhm.com If you could let me know which dealership this was at I would be happy to forward this on to the appropriate person. Thank you. Initial Consumer Rebuttal /* (2000, 7, 2013/07/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a used car from Larry H Miller and was offered an extended warranty with it. I was told that if I decided I didn't want the coverage anymore I could get a pro rated refund. after owning the vehicle for 3 months I decided the vehicle was is sound condition and did not need the coverage. I canceled my coverage and was told that a refund would be deposited to the vehicle loan. after 2 months of waiting for the refund I tried to get a hold of someone at the dealer but ended up leaving several messages with the front desk and was told to call back many times. I am unable to reach anyone at the dealer that will help me resolve this problem. It has now been 3 months since I canceled my coverage and have not received a refund. Product_Or_Service: Auto Warranty Account_Number: XXXXX

Desired Settlement: DesiredSettlementID: Refund I would like the refund I was promised by the dealer.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/21) */ Contact Name and Title: ****** **** Contact Phone: XXX-XXX-XXXX Contact Email: *****@lhm.com ********, if you could please provide me with which dealership it is that you purchased your vehicle from I would be happy to direct this to the appropriate people. Consumer's Final Response /* (3000, 7, 2013/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Larry H. Miller super ford, 1340S 500W SLC, UT is the dealer I sent the complaint to. they did not respond to my concern but said I needed to send them the dealer location that was included in the file. (it was mandatory to file the complaint) Business' Final Response /* (4000, 9, 2013/06/26) */ Mr. ******* was contacted on June 25, 2013 immediately upon learning that he was trying to cancel his service contract. After visiting the dealership Mr. ******* has postponed his decision to cancel until his vehicle is inspected. Should Mr. ******* decide to cancel his service contract it will be processed immediately.

7/11/2013 Billing/Collection Issues
6/15/2013 Problems with Product/Service
6/6/2013 Problems with Product/Service
6/5/2013 Problems with Product/Service
6/4/2013 Problems with Product/Service
6/3/2013 Problems with Product/Service
6/3/2013 Problems with Product/Service
5/23/2013 Problems with Product/Service
5/13/2013 Problems with Product/Service

Customer Review(s)