Larry H Miller Automotive

Revdex.com:
Ironically within a half hour of submitting this, most likely unknown to them since they responded and asked which location, they...

have finally agreed to cut me a check in full so I will respond again tomorrow and let you know if they followed through in which I  believe they will.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] 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.

In speaking with our General Manager of that location, Mark M[redacted], 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!

To whom it may concern, The dealership was able to take care of the coverage concern. Customer was only responsible to pay for the $100.00 deductible and has taken possession of their vehicle. Thank you, Julie D[redacted]

This car came in with a battery light on we wrote a ticket ro#[redacted]. We pulled the car back into the shop and looked at the vehicle and found that it need a battery terminal end because it was corroded and was not making a proper connection. We were unable to test the charging system properly...

because of the issue with the battery terminal end. The customer was in a hurry and we did not have the part in stock that they needed, so the customer decided to take the vehicle. We did not charge them a diag fee or charge them for any type of repair because we sympathized with their situation. Mr. [redacted] asked my advisor Matt E[redacted] if the car was able to get to Texas, Matt replied “you have been driving the vehicle for two weeks with the light on and nothing has happened yet so I don’t see why you wouldn’t” and Mr. [redacted] took the vehicle and left the shop. I received a phone call from both Mr. and Mrs. [redacted]  indicating that they made it grand junction and that they had a battery terminal replaced there and was told after it was installed that they needed an alternator. I sympathized with their situation and proceeded to ask what they were wanting from us at that time. They indicated that we gave false information and they wanted me  to pay for the alternator because we said they would be ok.  I refused to pay for the alternator on the grounds of we don’t guarantee or warranty opinions, they did not pay for a diagnosis and we never replaced any parts on the vehicle and we were unable to complete a full diag on the car because of the condition of the vehicle at the time it was in my shop.    Tim U[redacted]Service Manager Larry H Miller Ford Lincoln Provo

It is my understanding that this issue has been resolved.  Mr. [redacted] went into the dealership on Saturday to cancel his TCA and GAP agreements.  Please let me know if you need further assistance. Thank you,Sami W[redacted]Executive AssistantMiller Automotive Operations

[redacted], We appreciate you bringing this to our attention.  In order to assist you, I'll need to know what dealership you are experiencing these issues with.  Please provide me with the name and or address.   Thank you,Sami Executive AssistantMiller Automotive Operations

Complaint: [redacted]
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, [redacted], in my absence. 
LHM’s Service Advisor convinced [redacted] 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,
[redacted]

[redacted],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[redacted]Executive AssistantMiller Automotive Operations

The dealership has been working with Mr. [redacted] to properly fix his vehicle. Mr. [redacted] is currently in a rental car (at the dealerships cost) while they continue to look into it.

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[redacted]Executive AssistantMiller Automotive Operations

To whom it may concern, There was a delay due to the dealership sending the check to the wrong location. However the deaelrship did send a check directly to the customer's POBOX as requested. The customer alleges they've had out of pocket expenses to register the vehicle. The dealership will...

reimburse any out of pocket expenses once they receive a copy of the receipts. Any remaining balance of what has been set up in the customer's deal will go back to the lender and be credited towards the principle of the loan as they are the ones who have provided the funds. The dealership is not allowed to give the difference to the customer, it is against policy. Customer will recieve reimbursement for money spent once receipts are provided. Thank You, Julie D[redacted]

[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[redacted]Miller Automotive Operations

According to the General Manager the vehicle has been returned.  If there are any further issues please let us know.Thank you.Andrea L[redacted]Miller Automotive Operations

Contact Name and Title: [redacted] Assistant Service Manager
Contact Phone: [redacted]
Contact Email: [redacted]@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 [redacted] and she...

has not heard anything either. We have no problem trying to correct this issue.

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]

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]

Complaint: [redacted]
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[redacted]

We apologize for the misunderstanding but do believe that this was an honest mistake made by the dealership. They made the proper price adjustments as soon as they were made aware of the error. If you have any further questions or concerns, you will need to contact the general manger, Johnny M[redacted], directly.Thank you,Sami W[redacted]

Complaint: [redacted]
I am rejecting this response because: this explanation is unacceptable. It does not answer Why they were deceptive in the contract. This also does not explain why this issue has taken 10 months and still no resolution. 
Sincerely,
[redacted]