Larry H Miller Automotive

[redacted],You can contact our Service Manager [redacted] at [redacted].  Thank you.[redacted]Executive Assistant - Miller Automotive Operations

The dealership has spoken with Mr. [redacted]
and the issue has been resolved to his satisfaction.  He has agreed to
drop the complaint with the Revdex.com.   Thank you!

[redacted],  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 Revdex.com 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[redacted] 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: [redacted] Salt Lake City , UT 84165 Daytime Phone: ###-###-####Evening Phone: ###-###-####E-mail: [redacted]@gmail.comThe 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 PurchasePurchase Date: 8/8/2015Problem Occurred: 8/14/2015Model: Expedition ELAccount Number: ContractOrder Number: Talked to Company: 8/14/2015Talked to Company (2nd): 8/22/2015Talked to Company (3rd): 9/22/2015Name of Salesperson:JJ  Purchase Price: $24583.63Disputed 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.

To whom it may concern, Given the issues in this matter, including those Mr. [redacted] stated (damage to vehicle, potential medical issues, etc.) the dealership did indeed turn the matter over to its insurance carrier and that we are informed and believe that a claims adjuster has been in contact ...

with Mr. [redacted].  Mr. [redacted] requested an independent appraiser evaluate the vehicle, which the adjuster authorized.  As of the date of this letter the evaluation is complete and Mr. [redacted] need only authorize the repairs so the third party repair shop may begin. Thank you, Julie D[redacted]

[redacted],I'm sorry to hear that you're experiencing a problem with one of our dealerships.  I've contacted Travis J[redacted], 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[redacted]Executive AssistantMiller Automotive Operations

Mr. [redacted], We do apologize for the situation. Unfortunately dealerships do run out of movie tickets from time to time, and they are just waiting for a new order to come in,  but I will be happy to mail you Megaplex Gift Cards ($15 value each) in place of those movie tickets you were...

looking for.  I will get those in the mail to your address listed today.  Thank you, LindseyExecutive Assistant

Mr. & Mrs. [redacted],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.[redacted]Executive Assistant - Miller Automotive Operations

[redacted],
 
We are sorry for the negative experience you had here at our
dealership. We do our best to convey your [redacted] 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.

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.

Hi [redacted],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[redacted]Executive AssistantMiller
Automotive Operations

To whom it may concern,  There was a misunderstanding with the two recalls on the customer’s repair order. The recall for the door latch was completed, and parts were ordered for the secondary recall. The parts needed have arrived at the dealership and if the customer has not had the recall...

work performed at another location,  they can call the service department to schedule an appointment. Thank you, Julie D[redacted]

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

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

Hedger,I have spoken with our General Manager Jay C[redacted] 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[redacted]Executive AssistantMiller Automotive Operations

Mr. [redacted],I apologize that you're not happy with your experience at our dealership.  In order to better assist you, I will need to know which dealership you are experiencing these issues at. Thank you,Sami

I have contacted our General Manager William K[redacted] to look into this issue.Thank you. Andrea L[redacted]Miller Automotive Operations

(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 Revdex.com for help.

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

To whom it may concern,   The call wasn't made to the customer  by the Advisor because customer had opened the Revdex.com complaint, notified Larry H. Miller Corporate, and posted on social media. The advisor wasn't sure how to proceed, so waited for direction. The customer hasn't received an email back because the service manager has been out of the office, and will not be returning until the 27th. The dealership would be more than happy to perform the needed recall, that's not a problem. I have forwarded the customer’s information on to the appropriate parties and they will reach out to the customer by EOD today to set up an appointment.   Thank you, Julie D[redacted]

Mr. [redacted] purchased the vehicle in March of 2016 with 5 miles on it, he then returned to our dealership in April 2016 with 551 miles and a couple of concerns about the vehicle.   The first concern was that check engine light had come on and the trunk will open by itself, The technician...

scanned for  codes and found multiple lost communication with BCM (Body Control Module) Technician replaced BCM, reprogrammed and observed that the check engine light was now off and the trunk was operating properly.   The second concern was that the right inner door handle was not working properly, upon the technicians inspection, he found the cable retainer was separating, technician replaced the cable from the inner door handle to the latch and handle was operating properly. Customer took vehicle after concerns were addressed.   The customer then returned to us in May 2016 with 1448 miles on the vehicle with a few more concerns.   The first concern was that there was a noise in the pass door while rolling the widow down, the technician verified the concern and found the window regulator was making the noise. The window regulator was special ordered from FCA, but there was no ETA for delivery.   The second concern was that the Uconnect or home connect was not working in the vehicle. Technician could not duplicate a problem with the uconnect.   The third concern was a clicking noise from the right front wheel when turning sharp. Technician could not verify a clicking noise or any issue after inspection of the right front of the vehicle.   After Mr. [redacted] last visit when we ordered the window regulator that had no ETA, he has not returned to our dealership. According to the customers VIN history the customer has been going to Larry Miller Dodge Avondale for the last 5 visits.   Larry H. Miller Dodge Peoria considers this issue closed due to the fact the customer has not returned to this dealership.     Thank you, Jonathan A[redacted] General Manager Larry H. Miller Dodge Peoria