Larry H Miller Automotive

Mr. [redacted], I have spoken with our service manager [redacted] regarding your situation. You are welcome to contact him direclty but at this point we are in aggreeance with his previous answer. If you wish to view the video of your vehicle in our service department [redacted] is happy to show this to you. It is our understanding that this is a difficult part to obtain and that once it is available it doesn't always fit keys due to the age of key/vehicle. They are willing to attempt to do what they are able to do to satisfy your issue within reason.

To whom it may concern,  Please provide the name and address of the Larry H. Miller Dealership the customer is submitting the complaint about. Thank you, Julie D[redacted]

To whom it may concern, The customer's vehicle was recently at the Larry H. Miller Super Ford Salt Lake City for three concerns. The first was to complete Safety Recall 16S30 on their door latches. This was completed no charge to customer. Second issue was a shutter from the transmission. There is extended coverage on this issue up to 100,000 miles but the customer's vehicle has 113,315 miles so the program has expired. The dealership will not be held responsible for repairs as it is a now a customer pay item. Customer's final concern was for a stalling condition. The customer did not approve a complete diagnostic for this matter as there would be no coverage from Ford on these issues. The customer alleges Butterfield Ford didn't perform a recall properly. However a recall can never be “cleared” and can even be performed multiple times if still under the mileage and time restrictions. I did confirm there is a class action lawsuit against Ford for this concern. Owners can inquire about any payment they may qualify for at www.transmissionsettlement.com however I can’t offer any other info about this process as it is not handled at the dealer level. Thank  you, Julie D[redacted]
*

Korey,I am sorry that you are having an issue with one of our dealerships.  We have several locations in the Avondale area so if you could please let me know the specific dealership I would be happy to assist in finding a resolution to the problem. Thank you.Andrea L[redacted]Executive...

AssistantMiller Automotive Operations

Complaint: [redacted]
I am rejecting this response because:
It took over 3 weeks for a response and in the response the person asked if my car had been fixed and if not to contact her with the information to the dealership in which I was having issues with. I clearly have noted the name, address, and phone number of the dealership in my complaint. I also stated what I would like to have done to rectify the situation which she mentioned nothing about. And note, on her message to me, she states to contact her with the information on the dealership but does not even leave an email address or phone number to contact her. I feel that Larry H. Miller has not taken this matter seriously and feel that I have been completely taken advantage of. Not only is my brand new car a lemon, but the customer service and the way I have been treated has been the worst I have ever experienced. I will never recommend a Chrysler or Larry H. Miller to anybody, in fact, will tell people about the horrible experience I have had with this company. I am also in contact with a lawyer and will try and get in contact with a news station to hear my story.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: it does not provide a solution. The exact dealership was mentioned in the original complaint as the Larry H Miller Used Car Supermarket in Sandy. My vehicle was dropped off today again to attempt to fix the issue. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I provided all information requested I was willing to work with you even after your mistake but your staff won't take the responsibility of their mistake, my husband asked your staff the night I traded my vehicle in for the new one if we were approved and the response was "yes we are good to go" with that information I proceeded with the deal and signed a contract, if your staff would have been honest and told me that I was not approved yet but I had good odds or we are still working on it, I would have NOT taken the new vehicle and traded mine in. I also did not authorize you guys to go to 15 different lenders and have them pull my credit 15 different times, If I would have known  I would have stopped the deal. Your staff was dishonest they were willing to make a deal under dishonest terms, because of that I have suffered a loss of 35 points on my credit score. I want to know what is your company going to do to fix that!! Also when we went to pick up our trade in  at your dealership your staff refused to give us our key fob which we turned in with our trade in and our original copy of our registration, how unprofessional!!!! so this is what I want:My Key fob backMy original registration backand how is your company going to compensate me for ruining my credit by being dishonest  
Sincerely,
[redacted]

[redacted], I understand that the frustration that you are feeling towards the dealership. I wish that I knew each of the employees at each of our dealerships but unfortuantely with 54 dealerships in 7 states it's tricky to be able to know each one of them on a first name basis. So, I do apologize if there was some delay to getting your complaint looked at.
It appears from your last response that the issue(s)has been resolved. I have also sent a copy of this complaint to our Senior Vice President over the Arizona market to look at with the General Manager of that location. We take each complaint that is filed very seriously and if we are having an issue at one of our dealership we appreciate our customers bringing it to our attention. If you should need any further assistance please feel free to contact me. Thank you.

Complaint: [redacted]
I am rejecting this response because: I don't understand how you can say you strive to exceed expectations? How did you strive to exceed expectations for me or the person that I recommended go buy a vehicle from you? This company should learn how to exceed customer satisfaction in all areas besides where only getting a loan/money is concerned and carry some Integrity with their word on doing what they tell you they will while sitting in that office. I had expectations because I was told by this company that certain things would be done or given to me that they did not follow through with. I can understand not everybody qualifies for a loan I get that, but while sitting in that office they do run credit checks they knew what my credit score was why on Earth would they give somebody a car for 2 months and then tell them to return the car or pay more them more money. Why would they tell you if you recommend our company to someone and they purchase a vehicle through us you will be given $200 for the referral. If they in fact are not going to do that then why tell the customer that? Or tell a 19 year old first time car buyer that was pressured into signing paper work that in less than 24 hours after signing papers he was bound to that contract and couldn't get out of it but yet the guy (me) that recommended he go to the company could get out of his contract after 2 months of driving a car he thought was his because he signed exactly the same papers as the other guy.  Please put yourself in our shoes. Tell me how in any of that the customer was treated fairly? Word of mouth is everything and why recommend anyone to do business with your company if that is the way your business treats their customers and does not follow through with what they say?
Sincerely,
[redacted]

To whom it may concern, Dealership agrees to reimburse for rental if customer can provide proof of payment and a copy of rental agreement. Will detail customer's car his next visit. Does need to give advanced noticed. Thank you.

Complaint: [redacted]
I am rejecting this...

response because: the aforementioned Mr P[redacted], had secured funding with three different companies. I was not able to leave work to sign a paper for him so he called the police and reported my car stolen. Returns car, small scratch able to be buffed easy with an actual wash. this company never informed me that I would not receive my refund and was threaten many times again by Mr P[redacted]. I would like at least three separate estimates of this so called severe damage that would cause my $1500 dollar. This is very unethical on the part of this company. 
Sincerely,
[redacted]

Mr. [redacted], I apologize for the situation and thank you for bringing it to our attention. I will inform the General Manager of the situation and request that he take care of the credit issues on your behalf. - Lindsey B[redacted]Executive Assistant Larry H. Miller Automotive

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.
None of the responses were satisfactory. I did call Mr. C[redacted] on 10/01/15 again and we were able to come to a resolution in this matter. He provide me with a $300.00 gift certificate to his dealership. This was sent by UPS and I received it over the weekend.
Sincerely,
[redacted]

To whom it may concern,  Please provide the name/address of the Larry H. Miller Dealership the customer's complaint is regarding. Thank you, Julie D[redacted]

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

Mr. [redacted],I'm sorry to hear that you're experiencing issues with one of our dealerships. So that I can assist you, will you please let me know what dealerships it is?Thank you, Sami

To whom it may concern,  Which dealership is this complaint against?  Thank you, Julie D[redacted]

To whom it may concern, The customer's vehicle has been in the dealership's service department a total of 5 times. Two of which are related to the transmission concern. The dealership has not been able to duplicate the customer's concerns. The customer drove with a technician to road test the...

vehicle and the customer was not able to show the dealership his concerns while on the road tests. Customer also told the advisor they have taken it to other places who also have had a difficulty duplicating the concern. Neither the customer, or their after market warranty have been charged for any repairs to rectify the customer's transmission concerns. The customer did drop their vehicle off Sunday night and the dealership is currently making every attempt to duplicate the concern in order to better assist with repairs. Thank you, Julie D[redacted]

Initial Business Response /* (1000, 5, 2014/08/27) */
Contact Name and Title: [redacted] Service Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@lhm.com
We have been in contact with the customer and a resolution has been reached.
Initial Consumer Rebuttal /* (2530, 8,...

2014/08/28) */
I have been contacted by the dealership and they have offered a solution to this issue which is acceptable. Thank you for pursuing my complaint.
Best Wishes,
[redacted]

Review: Dealership sold me a frame damaged car that results in serious safety issues-the issue was NOT disclosed at the time of sale.

During Oct. 2010-my wife and I purchased a 2008 Chevy Impala SS that was used from this dealership. During May of 2013 we went to trade this vehicle in to a competitor for a new vehicle-we were then shown a printout from Accuchek(Experian)that this vehicle we own was in a serious accident that bent the frame on the vehicle. This fact WAS announced at the Auto Auction where Larry Miller [redacted]) had purchased this vehicle prior to putting it up for sale at her [redacted]-the General Manager and she clearly admitted to me on the phone that she PERSONALLY bought this car) and although the was announced She/the salesmanager/salesperson chose NOT TO DISCLOSE this fact to myself or my wife at the time of sale. Although, I am aware that Utah law DOES NOT require the title to state this-due to the fact that they CLAIM to be a reputable business that banks on a reputation for honesty-I would think that they would MORALLY opt to disclose this information to a buyer. Seeing that they hold an A+ rating with the Revdex.com-they would seem to take this issue seriously. I talked with [redacted] about this and she could do nothing but DENY that she did anything wrong. I took the complaint up to the Senior VP of Larry Miller Dealerships-[redacted] O'[redacted]-who called me and in my opinion was in fact Drunk when he called me to tell me that he WOULD NOT DO ANYTHING for me at all because-Quote"I have to protect the Miller Family"-[redacted] O'[redacted] also stated that IF I had come to him he "would likely have helped me"-when I suggested that I would like a refund of the $3000 this fact cost me on a trade in value per the NADA book due to the frame damaged reducing the market value-I suggested a compromise of maybe splitting the difference-he thought that was a good idea-but then stated again-"actually NO I have to protect the Miller Family-I'm refusing to do anything for you at all. I stated that I would take this up with General Motors about this type of sales practice-his response was one of Oh Well-"Sorry if you feel you have to do that" but I'm going to do NOTHING for you. I have also tried to contact [redacted]-President and CEO-on 3 different occasions to get his take on this-as of this date he has COMPLETELY IGNORED ME.

I find this type of attitude distressing as it shows that Big Business seems to care very little about an individual.Desired Settlement: I asked for the dollar amount of $3500 originally-this figure comes from the NADA current auto values-for a 2008 Chevy Impala SS-with 99,200 mi.-after a hit of about $1450 for the excess miles on it for its age the avg trade in for a vehicle as the one stated was $9970-the trading dealer indicated that due to the exceptional condition of my trade-it would have been worth $10400. Because of the frame damage that was undisclosed this dropped the value of the trade to $7000-I asked for this difference.

But I did offer to "split" the difference as a show of "good faith" and [redacted] O'[redacted] DID initially agree that was "fair" but then said nevermind later. Additionally, I feel that calling a customer with this kind of a problem when you are under the influence of alcohol to be a SAD showing of professionalism.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/06/14) */

Contact Name and Title: [redacted] Vice President

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@lhm.com

Dear Mr. [redacted],

I would like to take this opportunity to address your concerns with Larry H. Miller Chevrolet. First of all I would like to express that Larry H. Miller Dealerships is very concerned with customer satisfaction which is exhibited by our A+ rating with Revdex.com as well as outstanding ratings with our manufacturer's and our customers. Additionally, I would like to make it unconditionally clear that when I called you previously, from a noisy Atlanta airport, I was neither drinking nor "drunk" as you have incorrectly stated several times. I took the time to call you, on my personal time, to listen to your concerns and professionally follow up your request to have a management level employee reach out to you. I do apologize that apparently it was difficult for you to hear on the phone conversation.

I'm sure you will agree that it is important for us to address the facts in regards to the 2008 Chevy Impala purchased in October of 2010.

1) You stated at the time you were negotiating a deal to trade your Impala that you were "shown a printout from Accuchek (Experian) that this vehicle we own was in a serious accident that bent the frame on the vehicle".

* I apologize we are not aware of Accucheck/Experian being involved in vehicle reporting.

* I believe you meant to quote Auto Check, although Auto Check does report that on 9/29/2010 an auction announced, "Frame Damage", however the same report also states "No Accidents Reported".

* The other major reporting agency is Carfax. Carfax shows "No Accident / Damages reported" and incidentally suggests it is worth more than market value.

* I would be happy to forward you copies of both reports if you would like to have them.

2) You stated, "The dealership sold me a frame damaged car that results in serious safety issues". I understand that you would be concerned with your family's safety while you were driving the vehicle over the past few years.

* All UT dealerships are bound by law to deliver you a State of Utah controlled Safety Inspection prior to delivery, similar to the one you had done when you renewed your plates. Your vehicle was inspected and passed [redacted] the safety checks.

* It appears that the vehicle has been serviced and inspected 11 times by a franchised Chevrolet dealer and once by Meineke since you purchased the vehicle. The dealer where you traded your vehicle has also inspected the safety of your vehicle and is now offering it for sale on the internet.

3) You stated, "when I suggested that I would like a refund of the $3000 this fact cost me on a trade in value per the NADA book due to the frame damaged reducing the market value"

* I again reviewed the NADA book and could not locate a deduction amount for an announcement of "Frame Damage". The $3500 figure was purely an arbitrative number derived from the dealer where you traded your vehicle. Our Chevrolet store never had an opportunity to see the vehicle, or attempt to satisfy your concerns, prior to you requesting money based upon your negotiations with another dealer.

I apologize that you do not agree with our decision to not pay you $3500 in perceived damages, due to another dealer's arbitrative number of the diminished value of a vehicle in which you told me they only came up with the deduction after looking at the report and not after looking at the car. Additionally, I feel there is some miscommunication regarding my comments regarding the reason for my decision. I did say that it was my obligation to protect the legal, financial, and moral well-being of the organization when asked by you "why I would not just pay you". Performing my duties to the best of my abilities, I must make the same decision. The Chevrolet store sold you a vehicle with no legal or moral obligation to disclose a fact they were not aware existed, or may exist, on the vehicle.

Consumer's Final Response /* (3000, 7, 2013/06/29) */

(The consumer indicated he/she DID NOT accept the response from the business.)

The person making the response is misconstruing the conversation we had and left out many important details of the conversation that are pertinent to this case. First and foremost-Mr. [redacted] is misquoting what I said. Also-the car was a rental vehicle-MANY rental companies would NOT report an accident since they have an IN-House repair company-so no need to report the accident. He also stated on 11 times the vehicle was serviced, etc.-if I had never requested or suggested that they inspect the frame for damage-WHY WOULD THEY check it?? You also state that the NADA has NO adjustment for "frame damage"-Really [redacted] Please don't insult me with that type of nonsense remark. I NEVER stated the dollar amount as an "arbitrary" figure as you stated. Give me some credit.

Conveniently you left out the part where we discussed "splitting the difference" which you IN FACT agreed that and I quote "sounds like a good solution". You in fact stated that if I had brought the car to trade at YOUR dealership you would have adjusted the $3000 as a gesture of good will(as did [redacted]) yet because I chose not to do business with your company again-you reneged on your agreement.

I find this whole situation distasteful. You and your company act like this is some kind of joke just like your response is to me-which was condescending and insulting to me. I asked for a reasonable agreement on this-and seemingly typical from people like you-you don't care in the least.

I can tell you this Mr. [redacted] as well as everyone that I know and I will have them pass this on that Larry Miller Group is NOT the place to purchase a vehicle-very simple solution and you can't bring yourself to admit that just MAYBE your company did something wrong.

Since your company has millions of dollars and the Millers' are multi-millionaires they don't need any more of mine or my friends money. I know that in your case you probably make in the six-figures-so this amount of money is negligible to you-but try to understand other peoples problems for once.

Business Response /* (1000, 18, 2013/10/07) */

After apeaking with our legal department, it is the feeling of our management company that we stand behind the decision of the dealership. We have attempted to provide a resolution for the customer. At this time we will not be going any further with this matter.

Consumer Response /* (3000, 20, 2013/10/11) */

(The consumer indicated he/she DID NOT accept the response from the business.)

The latest response states that they attempted to provide a resolution? I don't know what that resolution is-I show NO resolution was offered to me at all. Please have the "legal" dept/management dept contact me-I received NO resolution offer from anyone on this. Nothing other than a brush off from the management on this.