Larry H Miller Automotive

[redacted],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[redacted]Executive AssistantMiller Automotive Operations

To whom it may concern,  The customer signed the credit application giving authorization to the dealership and lenders to run their credit. The included features (Bluetooth and Back up Camera) are not removable, and the customer had a clear knowledge of that at the time of purchase. The...

additional items the customer has mentioned are also properly disclosed on the contract, and have been re-explained by the finance manager on November 13th 2017. As a gesture of goodwill, the dealership addressed the customer's Bluetooth concerns due to the poor manufacturer survey the customer submitted shortly after the purchase. The dealership will not be buying the vehicle back from the customer, as we cannot see anything out of line in terms of documentation and disclosure.  Thank you,Julie D[redacted]

Complaint: [redacted]
I am...

rejecting this response because:The dealership unethically convinced my wife that she needed front brakes when there was 60 percent life left in the front brakes.  The front passenger rotor was replaced when the front pads were done.  By the tech turning a newer rotor that did not need turning, the tech has shortened the life of the brake rotor.  I was scared about her front and didn't understand what the tech was telling her about her front brakes.  My wife said the front brake pads were at a 3 and should be at a 5, so she thought that they needed immediate replacement, she did not understand that it meant she had 60 percent life left I the brakes.  An ethical mechanic shop would have told her that yes you do need rear brakes, but your front brakes are just above half way done and should be checked in another 6 months.  Charging $420 labor for one hour of work on both set of brakes is really high.  My wife also thought they were replacing the rotor and not turning them.  I talked to another service manager at a competing car dealership and he said that they took my wife's money, but he didn't say that in a nice way. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/07/24) */
Contact Name and Title: [redacted] General Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: www.lhmford.com
Our Service Drive Manager contacted Mr. [redacted] and agreed to refund the [redacted] 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. [redacted] 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 [redacted] from the dealership. Thank you for resolving the issue

Complaint: [redacted]
I am rejecting this response because:I contacted the General Manager Lance prior to filing the complaint with the Revdex.com 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,
[redacted]

[redacted],I apologize that you're experiencing issues with one of our dealerships.  At 39,960 miles [redacted] 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 [redacted]'s request, the dealership completed the maintenance.  Please let me know if you have any questions.Thank you,Sami W[redacted]Executive AssistantMiller Automotive Operations

[redacted], 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[redacted].  We do not reimburse through our corporate office that comes directly from the dealership.  Again, you will need to contact Jay C[redacted] for any reimbursement.Thank you.

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

To whom it may concern,  If the customer is looking for someone to purchase their vehicle back due to ongoing service issues, the customer would need to contact the Manufacturer. The dealership is not responsible for the needed repairs that have not been performed at their dealership, and the VIN is showing no open recalls or bulletins at this time. Thank you, Julie D[redacted]

To whom it may concern,  The dealership has been in contact with the customer and  is currently in the process of diagnosing the vehicle. Should the needed repairs are not covered under the extended warranty the customer has purchased with the vehicle, the dealership would be more than...

happy to perform the repairs at their cost. Thank you, Julie D[redacted]

Hello, can you please specify which Larry H. Miller location you're referring to? Thank you,Sami W[redacted]

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

To whom it may concern,  I need to know which Larry H. Miller Dealership.  Thank you, Julie D[redacted] Customer Relations Specialist

Complaint: [redacted]
I am rejecting this response because:  I have been a loyal customer  since purchasing this vehicle from this dealership in 2000 and have had all major repairs performed there.   I will never take my vehicle back there for service again.  I have priced the replacement parts and they total  less than $800.00.   I believe $2800 for labor is ridiculous.  I plan to now perform the repairs myself.  I have the tools, knowledge and the means to do these repairs. 
Sincerely,
[redacted]

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

Complaint ID # [redacted] Thank you for your patience, I was able to review the complaint, and I’ll be getting on top of it right away. I need to know which Larry H. Miller Dealership in Provo the customer has worked with. With that information, I will be able to get all sides of the story and...

help come to some type of resolution. Thank You, Julie D[redacted]

To whom it may concern, The customer has been actively working with the dealership in order to resolve this matter. The customer has been offered to trade out of their vehicle with no depreciation into one that has all of the features the customer is looking for, or the customer has been offered a...

full reimbursement in the amount of $2600.00 for the accessories even though some have already been installed. The customer has declined both. Thank you,  Julie D[redacted].

The customer has met with the GM and this issue has been resolved. Thank you,Sami W[redacted]

To whom it may concern, The dealership has issued a refund to the customer in the amount of $1,500.00 Thank you, Julie D[redacted]

[redacted],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[redacted], 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!