Larry H Miller Automotive

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

I have followed up and am informed the transaction was rescinded as the customer demanded and we deem the issue resolved

Complaint: [redacted] I am rejecting this response because the part was in fact broke by the service departmentThis is evidenced by the fact that it passed their own inspection PRIOR to removal of the housing at which time the part brokeTheir employee is simply lyingI would have requested an estimate for repairing the part if it were in fact broke as I did request an estimate for the only two items that were brokeI could not have predicted that their staff would be working in the exact location of the part they brokeThey have accepted responsibility by offering to cover the laborThey need to take full responsibility and complete the damage that was down by their dealership and stop embellishing the truth Sincerely, [redacted] ***

To whom it may concern, We are sorry the customer feels we did not give them a good deal, but we did everything we couldAs for the employee allegations, we have conducted a proper investigation and have taken corrective action internally.Thank you, Julie D***

Chris,I have spoken with William K*** regarding this issue It appears that he spoke with originally on or about 6/10/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/ 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-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 AssistantMiller Automotive Operations

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 [redacted] Executive AssistantMiller Automotive Operations

***,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 [redacted] Miller Automotive Operations

[redacted] ,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 [redacted] , general manager directly at ###-###-####.Thank you.Andrea L***Miller Automotive Operations

Complaint: [redacted] I am rejecting this response because:I have emailed the person I was told to email No response, no email reply’s The local dealership I have spoken and been told that the service manager does work on the Saturday’s And it is funny that the parts manager is the one that talked to me about correcting the mix up and that he and the service would call and speak with my wife about when I could get the car in for the factory recall, correcting the service that was done incorrectly, and using this error as a training exercise so it would never happen again to any other customers.Phone call never happened, email has not been responded to, car still is not fixed and you need to read the entire complaint.I called to complain about what happened We will get it corrected, may we speak with your wife to set this up? Yes you may Okay sir we will call on Monday No call.Push complaint further Still nothing It is simple, I asked for service, denied that service on the day I scheduled so that LHM could do everything at once They spoke with my wife about the rescheduling on October 30th and told my wife they would hold my appt if I did not want to have everything done at once Wife called back to let them know that I would keep my appt for Nov 4th and they needed to speak with me about the other things that they wanted to do LHM informed her that they cancelled my Nov 4th appt and rescheduled my oil change, cabin filter change; I did not schedule or request this, and the factory recall for Nov 11th.I gave you a chance and brought my vehicle in I got the wrong oil change and I was told that I refused the factory recall The only service I refused was the cabin filter change My wife also called Nov 10th to confirm the Nov 11th appt for the oil change and factory recall.Your local Larry H Miller screwed up, your local Larry H Miller denied service for their convenience; not mine Your local Larry H Miller manager lied to me and my wife You keep repeating the same crap and the problem is not being fixed.Address the problem and solve it I did not make the mistake, I did not reschedule for my convenience, I did not change my service request order.You were quick to take my money, provide crappy service and half *** job, then lie to cover it up Sincerely, [redacted]

As stated in the customers complaint, he was aware prior to taking delivery of the vehicle that it was not a diesel truck We believe at this time that the dealership has been more than accommodating If the Mr [redacted] would like to discuss this with the dealership directly, he can contact Travis at (801) 553-Thank you,Sami W [redacted]

[redacted] ,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 [redacted] Executive AssistantMiller Automotive Operations

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meCameron D***, the service manager, was very accommodating, and they made the repairs promptly and perfectly Sincerely, Larry G***

Contact Name and Title: [redacted] ***-Executive Assistant Contact Phone: [redacted] ***, I am sorry that you are having this ongoing issue with our dealershipIf 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

Mr***,The General Manager of that dealership, Brent B [redacted] , has tried reaching out to you to discuss this issue Please call him directly at (801) 356-Thank you,Sami W [redacted] Executive AssistantMiller Automotive Operations

To whom it may concern, Please provide the name and address of the Larry HMiller Dealership this complaint is regarding Thank you, Julie D***

Complaint: [redacted] I am rejecting this response because:I did go into the dealership the beginning of August to purchase a cheaper car and trade in my Nissan FrontierThe dealership showed me the Honda CivicThey then appraised my Nissan Frontier and started the dealI was told that there was $negative equity that needed to be added to the loanI agreed to purchase the Honda Civic and add the negative equity to the loanI expressed that I was refinancing my home and needed this to go through quicklyTroy assured me that this would be an easy loan through one of the local credit unions and it would be no problemI waited about a week and then I started calling and texting since I needed the Nissan Frontier to be paid off so that the home loan company could verify the new car loanI called or text every couple of days to check on the loan and each time I was told it was almost done and it should be any day and they didn't know what was taking so longI text George on Aug and told him that I needed to make a payment on the Nissan since it was going to be days late and I didn't want that to go on my creditHe text me back that he had spoken to Troy and he advised to make my payment and they would cut me a check to pay me back for that amount of $plus $late feeI again kept texting or calling every couple of daysI heard back from George on Augthat the loan was done and that it was going through Utah Federal Credit UnionSince the loan was completed my fiance purchased new tires and rims for the honda civic which were non refundable I called the credit union the next day to get the details on the loan and was told that they didn't have a loan for meI called Troy back and asked what was going on ? He said he wasn't sure but could I come into the dealership to talk about itI ended up going in and was told that I needed to put down $cash towards the loan since the honda civic wasn't worth the value of the loanI asked if they could lower the price of the car since this is the car that the dealership presented to me and I agreed to purchase and they said it was no problem to get the loan for knowing I was doing a trade inThey would not lower the price of the car to make the loan work and I was not going to pay an additional $for the loan to go throughThey said maybe I could look at other cars on the lot and start over on the loan processThis was a joke! I told them that my fiance purchased the tires and rims for me after the salesman said the loan was done and completeThey asked if I could get a refund for the tires and rims which was not an option , or if I was willing to try to sell them myselfThis is outrageous ! So I asked to speak with a manager and was told to wait I waited for awhile so that everyone could talk and find an optionThey sent a second salesman out to tell me that they couldn't find an option for me and they needed $or I would have to return the honda and look for something elseI went into the office and spoke with the sales managerI expressed that I had made a payment on the Nissan like I was instructed to do already and missed out on using it for the monthI expressed that my fiance had purchased tires and rims for the Honda and they were not refundableThe sales manager told me there was nothing he could do and that if he wanted then he could charge me cents a mile just for using the honda for the month if I preferred and that I was lucky that he wasn't going toI had just filled up the gas tank on the honda and when I purchased the car it was on almost empty even though I was told they were putting $in gasI asked for the Nissan to be filled up and was told noI complained that I had just filled up the gas tank on the honda and they laughed and gave me a $voucher to the nearest gas station which was closedThe dealership said that the Nissan was not driven, yet the radio stations were changed and the mirrors were adjusted and the gas that I drove in with was goneSo again I left on an empty tankWhen I traded in the Nissan at the beginning of the month the registration was due and I advised the dealership of thisWhen I had to return the car and pick up my Nissan they knew it was not registered and would not give me a temporary registration to drive it home withI am more than dissatisfied with the dealership!!! I have never been treated this way from a car dealership!I need the $plus the $late fee returned back to me and I need the $back that was spent on the tires and rims! I was not offered a refund on the tires or rims when I took the car inInstead they laughed and asked why we would purchase custom tires and rims for the carI was never told that the finance process was not finalized! It was the exact oppositeI have text messages to prove that I was told the car was financed through the credit union and that I would be reimbursed for the Nissan payment To whom it may concern, The customer came into the dealership the beginning of August looking to lower her payment from a Nissan FrontierThey ended up coming to an agreement on price and payment and went forward with the dealIn the process of doing paper work the customer was informed that things may change because until a lender funds the dealership, the contract is not finalizedThe dealership worked on the deal for the next two weeks exhausting all resources and using the best deal the lenders offeredOn the Honda, the approval was $3,dollars away from what the credit unions would approveThe dealership offered to discount the Honda $1,dollars, but customer would need to come up with $1,dollars down in order to meet the approvalCustomer was also offered to find another vehicle that fits the budget of the approval with no money downThe dealership would not make the monthly payment on trade in because the customer is responsible for the trade in until the loan is finalizedThe customer claims to have put $2,dollars in wheels and tires on the HondaThe dealership agreed to reimburse customer for this, however the customer returned the vehicle to the dealership with the same wheels and tires from when they took deliveryThe dealership has not heard anything else from the customer until the Revdex.com complaint Sincerely, [redacted] ***

It is my understanding that the dealership has resolved the customers issues Thank you,SamiExecutive AssistantMiller Automotive Operations

We are declining the reimbursement requestThere is no documentation in the 90K invoice showing the Hybrid battery was an issue Thank You, Julie D***Customer Relations Specialist

I have spoken with the General Manager at the dealership and he told me that they have worked out everything, and customer purchased vehicleIf this is not the case please let me know Thank you, Lindsey

Complaint: [redacted] I am rejecting this response because: My biggest concern is that I was charged 27,for the Fwhen the value is 17,All my concerns about the truck were not addressed, I was told that miller will not waste any more money to fix an as is vehicle When clearly it was not inspected or looked over to meet safety lawsI went into the place of purchase many times to address my concerns, I have called there corporate office times, I have yet to get a responseI feel that I have been taken advantage of and deceived in purchasing a below stander vehicle after trading in a very reliable truck Sincerely, [redacted]