Larry H Miller Automotive

***, 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 $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 $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 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 rangeThey wanted my 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 itThey finally gave me the payments I was looking for which was $per month max and sent me on to financeFinance 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 dayWe declined to take the vehicle and left it with them another week as they installed a DVD player as agreedThe car was purchased on Aug and we received the car about Aug with an extra warranty we purchasedWe noticed the car made noises once we picked it up and contacted the dealer to fix itThey took the vehicle in and told us they would handle itThey 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 changedWe agreed and signed itDays later we got a call from the salesman saying they want more moneyWe declined to talk to him frustrated with the situationAfter about a month of not using the vehicle due to it being in their shop they finally delivered it to usWe drove it and found that though it had improved it was not fixedWe 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 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: $Desired Settlement: We would like them to fix the vehicle which the extra warranty covers and stop hassling us about more moneyWe 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

Initial Business Response / [redacted] (1000, 5, 2014/08/29) */ Contact Name and Title: [redacted] General Manager Contact Phone: XXXXXXXXXX Contact Email: [redacted] @lhm.com From the research I can do, the financing was and is still arranged on the vanThe issue is that Mr [redacted] has breached the contract by not verifying the information he said he couldI am willing to look at options for other vehicles in our 1000+ inventory we have access to as well as be reasonable on a solution for the current complaint Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response would have been good if it was given at the time of the original complaint, but I do not want a vehicle from their company anymoreI tried to get another vehicle at first and was told that only way I could was to come up with and it would make more sense to save my moneyThat was the only option I was givenSo I was then told that I could give only more, making it total and keep the van, that I did not wantI would have loved to trade in the Van option in for a smaller car at LHM, but I was not given a realistic optionI am not in a position to go back now and give LHM more money for an option they think I will like I did not put everything in the first complaint so I will add more here I am a single man that has horrible credit and needed a carI went to dealership just trying to see what I could do and I was brushed offI then went to LHM Honda and they treated me very well and said they could get me financed no matter my credit as long as I had a jobmost companies are doing that this year for some reasonI did not think I would get financed, but I was looking for something I could get for cashI was then shown the Van as an option and the other cars that were not real optionsI was convinced that the Van was what I could get, so I began with the option on the VanI came back a few days later and explained that I was single and that it was way to big for meThey said they had options for meI went there and was shown more cars, the Subaru and the CivicThe Civic had over 150k miles on it and was over 10k totalI did not want it, but that was a better option then the Subaru and the VanThis is when I was told it would cost me to get it and it would be a better idea to keep the Van and save the money to go on gasThere was a Toyota Varis with 30k miles on it that was online that I was looking at while waiting for them to talkThis would have been great , but I was told it was not available any more and the salesman told me that they put those kind of deals online to fish for people knowing that it would not be there when you arrived to look at itI am still confused why he told me thatI then told the salesman I did not want the van either and wanted outHe asked the finance guy and he told me that if I wanted out I would have to pay all the money I had paid him dollars and was then convinced to give the extra as the only optionAt this point I had the Van and was still waiting on the bank or who was financing meThe finance guy called me and said that they still needed more information from melater the night I sent him an email of my issueI was called that night by the finance people a girl, can not remember her name, and was asked if I liked the Civic and wanted to know information about meI explained that I did not have the Civic and was never given itI explained that they had tried to sell me a Van, Town and CountryShe stated that she did not see that and asked me again if I wanted the CivicI said I did not want the Civic or the VanShe stated she would talk the people that were underwriting the deal and see what was going on and call me the next morningThat morning I got a call from the finance guy stated that I had hour and 1/to get him the VanI told him that I wouldI brought the Van back as requested and told him I would not sign anymore papers unless it was one that said that I owed millage plus any ware and tear as stated on the contractI was not financed by the company and I will attach the letter I got from themThey kept me there for hours to drop off a Van and the Sales manager came up to me and asked me how I was going to pay the dollars I owed himHe had no clue was was going on even finance guy had talked to him about the issue many times while I was waiting thereI had to take work off almost all day waiting Final Consumer Response / [redacted] (2530, 11, 2014/09/15) */ This issue has been resolved with LHM and me

To whom it may concern, Below is the dealership's response to customer's complaint The customer came to Larry H Miller Toyota on October 6th for a Brake system flush on Repair Order [redacted] The customer had knowledge that the fluid in the brake reservoir was contaminated at that timeHe stated that there was power steering fluid in the brake reservoirAfter the brake flush was completed the technician noted on the repair order that the system was flushed out as much as possible When a brake system is contaminated the results are the same: all of the seals in that system need to be replacedThe only thing the brake fluid flush did was allowed that system to operate for a few more months until the seals were no longer performing as they were designed The vehicle was towed to the dealership on January 23rd requesting the dealership to inspect the brake system components stating that he thinks we damaged the system with the brake flush and accusing the technician of intentionally damaging the systemThe Service Drive manager told the customer that the contamination is what destroyed the seals on the braking system prior to the brake flush The customer was offered the option to use after-market parts and was offered a discount on the labor However the quote is still at around $ He declined to have the repair done Thank you, Julie D***We are not willing to replace these components as they were already in the process of being destroyed before we did the brake flush on the vehicle The parts would have needed to be replaced regardless if we did the brake fluid flush or not

[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***Executive AssistantMiller Automotive Operations

Complaint: [redacted] I am rejecting this response because: It took over 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 withI clearly have noted the name, address, and phone number of the dealership in my complaintI also stated what I would like to have done to rectify the situation which she mentioned nothing aboutAnd 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 herI feel that Larry HMiller has not taken this matter seriously and feel that I have been completely taken advantage ofNot 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 experiencedI will never recommend a Chrysler or Larry HMiller to anybody, in fact, will tell people about the horrible experience I have had with this companyI am also in contact with a lawyer and will try and get in contact with a news station to hear my story Sincerely, [redacted]

To whom it may concern, Please provide a copy of the add, the messages, as well as the exact dealership you were working with Thank you, Julie D***Customer Relations Specialist

Lyron,I received the Revdex.com complaint that you submitted In order to better assist with your issue I will need some additional information Is this on a vehicle that you purchased through a Larry HMiller dealership? Or, was this a purchase you made with another group but were funded through Prestige Financial group? I have no way of looking up a specific customer and if it is something that it through Prestige Financial we will need to contact them because they are a separate entitity from our corporate officeThank you.Andrea L***Executive Assistant - Miller Automotive Operations

Mr [redacted] ,The check for $will be cut on the 3rd and sent to the bank that dayThank you

To whom it may concern, In order to assist with the complaint, I need the name/address of the location the customer's concerns are regardingThank you, Julie D***

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

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 atThank you,Sami

I'm sorry to hear that you're having an issue with our company If you could tell me what specific company from our group that you're referring too I would be happy to get it to the appropriate person I'm thinking that you may have been working with Prestige Financial

Mr [redacted] , In speaking with the General Manager and reviewing the records we have on file, we show the dealership has provided rental cars as they attempted to fix the issues (it is not a group policy that we require our dealerships to offer rental and/ or loaner vehicles), traded you out of the Journey you originally purchased into another new Journey at no charge and relinquished your trade in vehicle when both new Journeys had malfunctions that were manufacture relatedWe support the decisions of the General Manger and at this time we believe that the dealership has tried their best to resolve each issue discussed in a timely matter Thank you,Sami

To whom it may concern, Which Larry HMiller dealership is the customer regarding? I need the full name and address please Thank you, Julie D***

Complaint: [redacted] I am rejecting this response because: I have been a loyal customer since purchasing this vehicle from this dealership in 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 $ I believe $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]

(The consumer indicated he/she DID NOT accept the response from the business.) They are requesting more information Larry [redacted] Toyota in Peoria AZ

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 in Toyota's service deptAgain, IF there was aproblem with oil sludge, it would have been seen with the oil filter change 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 other areas to come up with about $6,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, 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 - (not sure of the dates) and was ordered to make a multimillion dollar settlement Toyota also at that time claimed: 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,miles 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 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 years , no motor problems; I have had a BMW and, again, never had any motor problems Toyota needs to oto 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

To whom it may concern, Dealership agrees to reimburse for rental if customer can provide proof of payment and a copy of rental agreementWill detail customer's car his next visitDoes need to give advanced noticedThank you

To whom it may concern, The general manager, Aaron S [redacted] , has made a few attempts to contact customer regarding the shifting concernPlease contact him directly at 801-693-to discuss swapping out your vehicle Thank you, Julie D***

To whom it may concern, The customer has been working with the General Manager who has unwound the deal completelyNothing more needs to be doneThank you, Julie D***