Larry H Miller Automotive

Larry H. Miller Nissan of Mesa has reviewed Ms. [redacted]’s complaint along with her February 2016 purchase of her Nissan Altima and her previous purchase of her April 2015 purchase of her 2012 Honda Civic.  The Dealership denies having engaged in any illegal or unethical  practices and...

specifically denies having engaged in any discriminatory or predatory practices based on Ms. [redacted]’s gender.On or around April 18, 2015, Ms. [redacted] purchased a used 2012 Honda Civic for $15,985.  Ms. [redacted] purchased several (not all that were offered but some, evidencing she negotiated and understood that the products were not required) elective products, all of which were properly disclosed, and paid taxes, registration and other fees on for the transaction.  Ms. [redacted] put $400 down and financed the remaining balance of $18,869, at a 19.49% interest rate with a 72 month term. Ten months later, in or around February 2016, Ms. [redacted] traded in the Honda Civic.  The Dealership valued the vehicle as a trade and provided a trade allowance of $13,654.  During her ten months of ownership the vehicle had depreciated approximately $2,231, this is a rate of approximately $223.10 per month, which is less than industry standard.  Said another way, the Dealership gave Ms. [redacted] a very favorable value for her Civic.  Ms. [redacted] owed more on the Civic than it was valued at and carried $4,905.74 in negative equity from her Civic to her Nissan loan. Ms. [redacted] elected to purchase a new Nissan Altima.  Ms. [redacted] purchased the Nissan for $20,005, $2,2755 below MSRP.  Said another way Ms. [redacted] negotiated a favorable price for her new Nissan.  Ms. [redacted] again purchased several products, and paid taxes, registration and other fees on the transaction, all of which were again properly disclosed.  Ms. [redacted] put $1,490.36 down on the transaction and financed $28,630.75.  According to Ms. [redacted], she’s being offered $12,000 in trade value for her Altima “one year later”; for the sake of accuracy the transaction occurred 16 months prior to this offer. The depreciation from the sales price and the offer is $8,005.  Different from the Civic, the Altima was a new vehicle.  New vehicles have an immediate depreciation when they are titled and become used, then standard depreciation occurs.  The $8,005 depreciation of the Nissan Altima over the 16 months is not out of line with a typical depreciation.  Furthermore, the difference in the value of the vehicle and what Ms. [redacted] owes is not the appropriate calculation for the depreciation of the vehicle.  Ms. [redacted] purchased and financed a vehicle at a high interest rate, which the financial institution, not the dealership, set based on her credit worthiness.  She then, a short eight months later, traded in that vehicle for a newer vehicle with a loan that had more favorable terms.  At that time she carried a considerable negative equity to the new transaction.  She now seeks again to trade out of her vehicle a short time later and is unhappy with the depreciation of her vehicle and the balance of her loan.  Ms. [redacted] chose to purchase and finance her vehicles, the dealership properly disclosed all aspects of the transactions.  Ms. [redacted] negotiated favorable prices on both of her transactions and the Dealership did not engage in any illegal or unethical practices. Unless you require additional information, the Dealership will deem this matter closed.

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[redacted]Executive
AssistantMiller
Automotive Operations

To whom it may concern, [redacted] did come in to the dealership with a mailer and his first point of contact was Mike G[redacted]. He told Mike if we could match his payment of $259 on a Santa Fe he would buy it. The staff showed the customer some vehicles and they landed on a Dodge Journey....

When the customer left, his payment was $266 due to his purchase of an extended warranty, GAP insurance, and a maintenance agreement. Service has him scheduled to come in and get the extra key. and Doug W[redacted] talked to him about the products he bought, and offered to cancel them all, but the customer declined. Thank you, Julie D[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) 553-5310. Thank you,Sami W[redacted]

To whom it may concern, I need more details about the complaint, and the full name or address of the location the customer's concerns are regarding.Thank you, Julie D[redacted]

To whom it may concern, The customer has been in contact with the corporate office and we are currently investigating the matter.  Thank you,

To whom it may concern, There has been no evidence of deceptiveness in the customer's contract. Everything is transparently listed on the customer's contract of sale. The dealership has already cancelled the after market products, and has sent the check in the amount of $3486.69 to AlaskaUSA Federal Credit Union on January 8th, 2018. We have validation that the lender has also cashed this check on January 10th, 2018. Nothing more will be done for the customer. Thank you,Julie D[redacted]

Complaint: [redacted]
I am rejecting this response because the part was in fact broke by the service department. This is evidenced by the fact that it passed their own inspection PRIOR to removal of the housing at which time the part broke. Their employee is simply lying. I 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 broke. I could not have predicted that their staff would be working in the exact location of the part they broke. They have accepted responsibility by offering to cover the labor. They need to take full responsibility and complete the damage that was down by their dealership and stop embellishing the truth.
Sincerely,
[redacted]

[redacted],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[redacted]Executive AssistantMiller Automotive Operations

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 [redacted]Miller Automotive Operations.

Complaint: [redacted]
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 [redacted] 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,
[redacted]

To whom it may concern, Which dealership is the complaint regarding? Please provide name/address. Thank you, Julie D[redacted]

Initial Business Response /* (1000, 5, 2014/09/25) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@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 [redacted] 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.

Complaint: [redacted]
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 [redacted] with no response from him. Having a safety issue with our Jeep, should be [redacted]"s first priority.
Sincerely,
[redacted] Or [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]

To whom it may concern, The dealership has been in contact with the customer. They have mutually decided to issue the customer a refund. Thank you, Julie D[redacted]

Complaint: [redacted]
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 [redacted] 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 [redacted] was offering"Again another fabrication. [redacted]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,
[redacted]

To whom it may concern, n order to better assist, Please provide the full name/address of the location this complaint is regarding. Thank you, Julie D[redacted]

To whom it may concern,  Which Larry H. Miller dealership is the customer regarding? I need the full name and address please.  Thank you, Julie D[redacted]

[redacted], 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.[redacted]...

[redacted]Executive Assistant