Larry H Miller Automotive

Review: Salesperson lied in order to convince me to lease a new car before my old lease was over. I am now being sent to collections for the previous lease.

I have been leasing Lexus' through this dealership since 2003. I received a call in March of this year notifying me that my then current lease was over as of May 20th and I could either lease another car from them or return the vehicle. I decided to lease another vehicle through them, which I picked up in May.

The following month I received two lease statements- one for my old Lexus (which I had returned to them) and one for my new Lexus. I contacted the dealership and I was notified that my previous lease was actually not over until July 20th and I owed two more payments for a vehicle that was no longer in my possession. After several phone calls to the dealership and speaking with the manager a number of times, they finally agreed that I was not responsible for the last two payments and I was told that the dealership would pay them on my behalf.

On October 16th I received a statement in the mail from a collections agency. After contacting the dealership and the collections agency I discovered that instead of paying the last two payments and returning the vehicle as a standard lease return- which is what the manager told me he would do- the dealership returned the car as a "default" on the lease and sold it at auction for far less than the car was worth. They then sent me to collections for the difference between my lease buy-out rate and the amount they sold the car for. I never received any notification of these proceedings until four months later. I am now in collections for nearly $4000 and the dealership claims there is nothing they can, or will, do about it.Desired Settlement: I would like the amount that has been sent to collections removed. I would also like the dealership to contact the credit bureau as this will undoubtedly affect my credit score.

Business

Response:

Contact Name and Title: [redacted]

Contact Phone: [redacted]

Contact Email: [redacted]@lhm.com

I completely understand how frustrating it must be to have collections from Lexus Financial Services engaged.

We are in the customer pleasing business, however, the agreement between a lending institution and the customer is outside of our control.

That does not mean we do not care. We have met with our customer and resolved concerns. We have also been in contact with LFS to see if there could be a further discussion between them.

It is our understanding from the lender, that there was an unpaid balance that has been ignored or dismissed by our customer from the lender and led to fines and fees.

I believe the resolution lies with our customer working with the lender to negotiate a resolution.

If they need any individual contact information for LFS, please reply.

GM

LHM Lexus

Review: On February 14, 2013 $2000 was taken out of my bank account by this dealership. Since then they have tried 3 more times to take more money out of my account but I had already denied all access from this card number. I have contacted them over 45 times and they have not yet resolved my issue or even called me back. When I call them I get transferred to a bunch of different people and leave voicemails and no one calls me back. I don't live in Utah and I have never been to Utah and I never authorized this dealership to take any money out of my account.

Desired Settlement: DesiredSettlementID: Refund

I would like $2000 returned to my bank account

Business

Response:

Initial Business Response /* (1000, 5, 2013/12/20) */

Contact Name and Title: [redacted]-Executive Assistant

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@lhm.com

[redacted],

If you could let me know which dealership it is that has done this I will be [redacted] to contact the General Manager and get this straightened out for you.

Final Consumer Response /* (2000, 7, 2013/12/23) */

(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you [redacted] I appreciate your help.

The address is

1481 west Riverdale road, Orem Utah

The phone number is

X-XXX-XXX-XXXX

Review: Vehicle was scratched during routine service. Business has been unresponsive to repairing the damage.

Had routine service done on my 2010 RAV4 (new brake pads, 30k mile 4x4 maintenance, and a service related to a recall). Upon picking up the car, there were large scratches on the rear right fender that were not there before. When I pointed it out to the service person, he agreed that he did not notice it when I brought in the car - and said he would refer the matter to his manager. Its been a couple weeks now since I've heard back from them, and dont have the time / patience to keep running around. Simply want the damage fixed that they caused. Other than this, I've had excellent experiences with Larry Miller Toyota.Desired Settlement: I just want them to fix the damage they caused on the rear right fender of my car.

Business

Response:

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.

Review: LH Miller used car marketing Free IPAD, IPOD & MACBOOK PRO advertising states underneath "yes you get all three!") first 100 buyers

I have an issue with a LH Miller used car lot not honoring their marketing (the part that is missing is FREE IPAD, IPOD & MACBOOK PRO advertising states underneath "yes you get all three!") that got me in the door. They told me once my loan was funded so now its funded & they tell me that there wasn't any money left in my car deal to honor their marketing. I have a copy of the flyer attached to this email, the flyer was found in the "Hometown Values" monthly magazine, September edition.

The fine print reads as follows:

"Not valid with any other offer. Not valid on previous purchases. Larry H Miller is not an Apple-retailer. A gift certificate will be provided for Apple products or any other qualified electronic. Offer valid for first 100 buyers only. Offer ends 9/30/13."

I went in on Sept 2 2013 (Labor day weekend) & traded in my car and made the purchase of almost 40k for a used Subaru Sti. Being that I bought on the 2nd I confirmed that I was within the first 100 and they confirmed I was. I would love some help. Here is what I've done so far:

As of this far I have tried to call [redacted] COO & was diverted to a [redacted] (10/3/13) at Super Ford XXX-XXX-XXXX. He was sympathetic & told me anything he could do to help me he would that his dealership gets a bad name from all the deals the used lot does & don't honor. He gave me another Corporate number, [redacted] (10/4/13) "[redacted]" talked to me & had the manager ([redacted] 10/4/13) from the Murray Used car supermart call me and basically tell me the same thing again that they didn't make enough money on my car deal to honor anything, but he would talk to his manager & get back with me. Yesterday (10/7/13) I called back to [redacted] at corporate to see what the status was since the dealership didn't call me back. I just got a voicemail stating that the Used Car Mgr reported back to her that he handled it with me. I will call [redacted] again today. As of this far I'm getting the major run around I paid & spent way too much to get treated this way. As most families we are a young struggling family & work very hard for our money. When I make a business deal I want to know that not only do I honor my end of the deal that the other party does as well.Desired Settlement: I want the items offered in the deal that I went in for & did my end of the deal for.

Business

Response:

Initial Business Response /* (1000, 13, 2013/11/19) */

Regarding the complaint that is stated. To recieve the promotional items that were disclosed in the said advertisement it needed to be presented at the time of sale. This customer did not do that to claim this particular promotion. When the customer brought the promotion in after the sale they were informed and recieved a discount in lew of any promotions when the signed paperwork to finalize financing. Any further questions please contact me at XXX-XXX-XXXX.

General Sales Manager

Final Consumer Response /* (3000, 24, 2013/12/21) */

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

I did bring with me at the time of purchase the dealership even kept my copy in my file. Stating they couldn't honor until my deal was funded. I got another copy of the offer from a neighbor for my records. Your reply makes no sense in lieu of a deal "that I didnt bring in you gave md a discount" I think not. I paid more for the car than the "asking" price as well as Internet price. I have never talked to [redacted] ever. The dealership called me & said they would talk to their Mr on what they could do to make it fair. Never heard back hence this claim. They stated they wanted to make it right with me but didn't make enough money on the deal. No where does it state an amount overage you have to pay to get a deal they offer. Did however state first 100 customers get the deal starting September 1st. I bought my car September 2nd. After thing stated from the mgr at the time of sale was he had never seen this flyer or offer prior to but agreed it was in fact the right dealership I was at. I don't live local to the dealership I live over 40 miles away we came specifically for the sale/offer we rcvd.

The dealership is not keeping their word as well as the "entertainment package" with lh Miller other companies coupons for like say free movies. We rcvd nothing but our plates.

Final Business Response /* (1000, 22, 2013/12/10) */

I have spoken with the customer as well as our General Manager and General Sales Manager over the Used Car SuperMarket in Murray. Below is the the response from the dealership. Our corporate office is in aggreeance with the dealership. The advertisement was not brought in on the initial visit as it states to receive the Apple products. She was given a discount on the vehicle in lew of that. We will not be doing anything further with this. Please see the original response from [redacted] below and contact him with any questions.

Regarding the complaint that is stated. To recieve the promotional items that were disclosed in the said advertisement it needed to be presented at the time of sale. This customer did not do that to claim this particular promotion. When the customer brought the promotion in after the sale they were informed and recieved a discount in lew of any promotions when the signed paperwork to finalize financing. Any further questions please contact me at XXX-XXX-XXXX.

[redacted]

General Sales Manager

Review: I purchased a drive train warranty when I bought my vehicle because I was concerned with the high repair costs of a diesel motor and the first time that I tried to use this warranty I was told that the warranty does not cover that particular pump (fuel injection pump) it covers the electric fuel pump My warranty papers show that it covers the fuel pump leaving it pretty vague When I called the Provo dealership to have it repaired they told me that it was covered so I made an appointment and when I showed up they told me that they would not cover it and that I would have to take up the problem with the sandy dealership where I purchased it. So I called the sandy dealership and they once again said that it was covered so I again made an appointment and when I got up there once again they said that they were not sure and so I sat there for four and a half hours they told me that it would not cover that particular fuel pump And to take it up with the warranty placeDesired Settlement: I would like the pump fixed

Business

Response:

[redacted],I am sorry to hear that you are having an issue with your warranty coverage. I do not have access to see the exact dealership that you purchased your vehicle at nor, do I have access to the contracts to see the particular warrnaty that you purchased. That information stays onsite at the dealerships. If you purchased a Total Care Auto warranty you will need to contact them directly and give them the information of the part(s) that are needing to be replaced and they will be able to give you more information on what the warrnaty will or will not cover. You can contact them directly at [redacted]. Thank you.[redacted]Executive AssistantLarry H. Miller Automotive

Review: Deceptive practices and abuse on credit practices

On Nov 17 2014 at around 9 pm my husband and I went to Larry H Miller Ford in Sandy, we were looking to purchase a vehicle, we told the sales person (I can't remember his name) what we were looking for, he found a vehicle on the lot we liked, I asked him to give us numbers, then the sales manager or financing manager (I can't remember his name) introduced himself to us and presented a deal for us with the vehicle in question of $1200 a month we said no, we were not willing to take on a payment that high, the sales manager or finance manager then asked us how much we were willing to pay a month because he was willing to make a deal because he wanted the car sold I told him no more than $800.00 a month, he then asked me if we were willing to lease I said "no" but he convinced me then he ran the numbers again, I told him the purchase needed to be under my name and credit only as my husband was purchasing a home and he could not touch his credit until he closed on the house he said no problem, I gave him all my information and he proceeded to run the deal. While he was running the deal and numbers my husband and I went to Arby's across the street for a bite to eat, when we came back we were told by the salesperson that we were approved and we had a deal under the terms discussed (a 39 month lease with $840.00 down and $840.00 a month) my husband then asked and confirmed with him if the deal was 100% approved and he said yes we approved and good to go. When my husband arrived in Alaska he called me and asked me if I went to sign the docs at the dealership, I said yes and explained to him how I received all the gifts from the dealership as a thank you, I also told him the docs were just two pieces of documents, my husband thought that was odd, he asked me if I paid the $840.00 down payment as agreed I said they did not ask for it, he also thought that that was odd, he told me he would call the dealership the next day as he just arrived and was trying to settle in his hotel. When my husband called [redacted] the next day, he asked him if I signed the docs he then mentioned that the financing was not secure, he then asked [redacted] why were we not told when the vehicle was delivered to us as we were told that night that we were approved and we had a deal. [redacted] then told my husband he wanted his information to put him on the deal and he told him again that he could not due to the fact that he was buying a home. He told [redacted] that they need to fix this situation as we were lied to and told we were approved and had a deal, then [redacted] proceeded to tell him he had an approval but they wanted $17000 down payment, he told him again why weren't we told that the night we purchased the vehicle,I f we would have known that financing was not secure I would have never taken the vehicle that evening. We felt that we were being hooked on a sale and terms we never agreed with. During my husband's two week business trip in Alaska every other day he was on the phone with [redacted] trying to figure the situation h finally told [redacted] Ok we will meet you half way but you need to meet us half way and we can go with the approval and the $17000.00 down, even though we felt hooked and cheated he told him we can come up with $5000.00 in Dec $5000.00 in Jan and $7000.00 in March, after all they made a huge mistake and we were willing to move forward with the deal but again they needed to meet us half way. My husband never got a clear answer from [redacted]. He then had a friend of ours go to the dealership and talk to the General manager as my husband was still out of town, (during all of this I was very upset) the General manager of the dealership didn't even care and told our friend either we come up with $17000.00 now or no deal, in the meantime [redacted] went to other finance companies and pulled my credit 15 times and my credit dropped 35 points, my husband nor I never gave authorization for [redacted] and or the dealership to do such thing we thought we were approved when we purchased the vehicleDesired Settlement: They destroyed my Credit, they never returned our key fobs for our trade in vehicle, they kept the original registration. I can not buy a vehicle due to the unauthorized credit inquiries we want them to honer our Lease agreement we have signed with them. and an apology letter from their staff at the dealership.

Business

Response:

[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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: The dealer lied about a rebate and told me they had never heard of it and that there were no rebate for my truck.

Around four weeks ago my wife and I bought a 2015 Toyota Tacoma for Larry H Miller in Peoria AZ; I even gave them a five star review as at the time I felt like the sale was an honest one. While talking over the price with my salesman [redacted] (who I still hold no ill will towards) I inquired about a graduate credit that I knew we qualified for, he stated that he had never heard of it and that I need to ask finance guy. The finance guy [redacted] told both me and my wife flat out that Toyota doesn't offer any rebates or discounts on the Tacoma because they are a hot item and they don't have any need to. He confirmed this two times and was very clear that no rebate was available. This was after I refused to be upsold on almost $3500 in additional warranties. I spoke with Toyota later as I didn't believe what I was told by [redacted] and they confirmed that I did indeed qualify for the rebate. I then called [redacted] back and within two minutes he said yes there was a rebate after asking where I heard about it and said that I didn't qualify for it and then tried to find every reason in the world top say it wasn't available to me. He also added that had I received the rebate that the dealer would have lost money on the deal.

I then called their customer service manager Irene who after finding out if my loan had been funded and paperwork finalized told me she would call me back with a fix and then refused to return my voice mails or call me back. I even called the General manager [redacted]., this guy shook my hand after I bought the truck and thanked me for coming to his dealership, he has yet to return my calls too. Over all I love the truck but what a shameful display by the dealership. I've made sure to let everyone I know avoid this dealership and I'll be filing a complaint with the Revdex.com but don't expect any results for Larry H Miller.Desired Settlement: All I want is the $750 rebate or something worth $750 for my truck.

Business

Response:

Contact Name and Title: [redacted]-Executive Assistant

Contact Phone: [redacted]

After speaking with the General Manager [redacted] he was going to contact Mr. [redacted] to reach an agreement regarding this issue.

Review: advertized ffor sale a truck on two different web sides for the price of2595.00 dollars and when I drove from logan to sandy I was told that was wrong

continude from above,so a day later the same aded still apears on both web sides for the same 2595.00 dollars.nothing was changed on the adds after they were informed about the3 vehicler.Desired Settlement: since they advertized it for that price they should sell it for that price,to me that is fraud and fgalse advertzing.

Business

Response:

Initial Business Response /* (1000, 5, 2014/06/13) */

Contact Name and Title: [redacted]-Executive Assistant

Contact Phone: XXX-XXX-XXXX

[redacted], If you could let me know which dealership it was that was advertising the vehicle I would be happy to forward this to the appropriate people so that we can resolve this matter. Thank you.

Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */

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

I understand their situation ,I cant aford the vehicle that they uoed the price on but I feel that they should find something less excpensive and make me a deal that I can afford,I have contacted them about it but thet wont budge on a different vehicle and drop the price so thet I can afford it,it wasnt me that mispriced the vehicle I think they should go after their advertizer and see what can be done,talked to them monday afternoon and I was told that there was nothing available in that lower price range but I feel that there is enough mark up on those vehicles that they can do something,I dont expect to get it for nothing but if they want to they could do something in my personal opinion,thank you.

Final Business Response /* (4000, 9, 2014/06/19) */

[redacted],

I apologize that you're having an issue with one of our dealerships. If you could let me know which dealership it is that you're having an issue with I would be happy to send it to the appropriate people so that we can try to find a resolution to your issue.

Final Consumer Response /* (4200, 11, 2014/06/20) */

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

not satisfactory to me

Review: One of Larry [redacted]'s dealerships broke my truck and won't repair it.

I drove my 2011 Toyota Tundra to Larry Miller Toyota so they could perform a visual inspection on the vehicle for a potential buyer that was interested in purchasing the truck from me. While in their care for only 2 hours, the power steering rack was damaged, thus leaving the vehicle inoperable and unsafe to drive. When I returned to pick up the vehicle, I spoke with the service manager [redacted], who offered no help at all and told me it was my vehicle and my responsibility to fix it. He told me I could have them repair it for around $3,000 or otherwise I need to have it towed off the lot. I asked him how it is my fault when I drive a perfectly working truck to them for an inspection, then they return me a non-working truck. He says it's your truck, you need to fix it. In my opinion this is ridiculous and I feel like they are trying to scam me out of $3000 to get the vehicle fixed through them. I have spoken with the Service Advisor who I left the vehicle keys with, the Service Manager, and the General Manager, all of which have offered no solution. I have been without this vehicle for 4 weeks now and have received nothing but the runaround from the GM with empty promises to cover half of the repairs or take the vehicle in on trade for another like model vehicle.

The date my truck was damaged while in dealership possession was April 4, 2014. I spoke with the Service Advisor, Service Manager, and Sales Manager on this day. I got a hold of the General Manager on April 6th and have been treated horribly by all parties at the dealership. If this was my dealership, I would fire every one of them for treating a customer this way. The I don't care, fix it yourself attitude is not how you retain customers. I've sent numerous customers to this dealer over the last 13 years. I plan on spending the next 13 years encouraging others to not patronize this establishment based on how poorly they treated this issue.Desired Settlement: I would like to have the dealership repair my truck so that it is returned to me in working order just as they received it on April 4th, or be issued a check in the amount of $3,000.00 to cover the expense of the repairs being completed through an alternate qualified repair shop.

Business

Response:

Initial Business Response /* (1000, 5, 2014/05/05) */

Contact Name and Title: [redacted] General Sales manager

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@lhm.com

RE: [redacted] XXXXXXXX

LHM Toyota and [redacted] agree that the vehicle was brought to the dealership for an inspection for a potential buyer at the request of [redacted]. During the inspection process the aftermarket power steering rack failed. There was no warranty remaining on [redacted] after market power steering rack. When the customer came back, we informed [redacted] that the power steering rack had failed and would need to be replaced. [redacted] said we "broke" the part while in our possession. Other than inspect the vehicle, we did no damage to "break" the power steering rack. The parts failure was due to time, wear and stress. Like any other part failure in an vehicle with moving mechanical systems, there is no way to forecast when a part will ultimately fail. The same reason you see tow trucks on the freeway towing a vehicle to the nearest dealership. [redacted] agreed that this does happen everyday and that he agreed the customers who drove those vehicles would have rather driven them to the dealership rather than risk injury on the side of a freeway waiting to be towed if they knew of the impending part failure. There is no way of predicting the exact time of the part failure. [redacted] drove his vehicle to the dealership. The part failed during the inspection process. [redacted] Toyota nor its employees "broke" his vehicle, nor did we hasten the "breaking" of the part. The part as well as the truck belong to [redacted] Maartienz has the responsibility to repair and maintain his parts and truck as he sees fit. We ask this case be closed.

Initial Consumer Rebuttal /* (3000, 12, 2014/05/20) */

One lie after another. I never agreed with anything that you state I agreed to in reference to parts failing.

I drove the vehicle to the dealership with no issues. Your lot attendant drove it from the service drive back to the mechanic with no issues. How were both I and the lot attendant able to drive the vehicle if it was damaged before I brought it in?

If the test drive had taken place before the inspection why did it take 2 hours to get a phone call that something was wrong, especially since the test drive only shows a one mile trip? Also, when I got the phone call from your service adviser, there was no mention that the truck was not drivable. The Service Adviser called me and said that everything on the vehicle checks out except the the power steering rack has some slight bowing but wasn't an issue at the time and I was able to come pick up the vehicle. It wasn't until the lot attendant tried to deliver the vehicle back to me that EVERYONE, including your mechanic learned that the truck was not drivable.

I have a written statement from the potential buyer that requested the inspection. He states that he drove the vehicle the day before on a 5 mile drive and there were no issues with the steering when he drove it.

Your GM first blamed it on the leveling kit. The shop that did the rack repair confirmed that there was nothing wrong with the leveling [redacted] or the installation.

Your GM then lied and told me that the CarFax shows that the vehicle was in a bad accident and was not able to be driven from the scene. The CarFax I have shows that the vehicle was involved in a minor accident and was able to be driven from the scene.

It's one lie after another from you guys to try and cover your tracks. I just want to be reimbursed for the expenses I incurred from the damage done to the vehicle while it was in your care.

Final Business Response /* (4000, 14, 2014/05/28) */

On 4/14/14 [redacted] (potential buyer?) brought in a 2011 Tundra VIN# [redacted] for a 25 point inspection and test drive. The repair order number is XXXXXX. During the inspection the technician noted the power steering rack was not an original Toyota part and the rack was "bowed" this could have been caused by an accident or other outside influences (technician thoughts are it is because of the truck's Lift Kit) Performing a visual inspection, test drive and scanning the vehicle for any issues cannot damage or bend a power steering rack. Larry H Miller Toyota [redacted] is not responsible for the power steering rack condition and or failure.

Review: Paid for a transmission service on june 14th 2014. do to company mistake I did not use my car for over a month. service advisor was rude

I went into larry h miller ford service and had my 2006 ford mustang's transmission serviced.

The service advisor was not pleasant during any time in the entire experience.

After being done the service advisor wrote on my invoice that I had an oil leak and did not even inform me and I had to call and find out the issue later. Took the man 2 hours to call me back.

The next day after the tranny service the car started acting very strange and died at the light and then started falling out of gear when I came to a quick stop.

The service advisor [redacted] of this issue.

I called him to inform him of my issue and he told me that it can be a common occurrence to have a tranny to have issues after a service especially over 90000 miles. He was not pleasant in any fashion of the word he was rude. He told me that they offer a transmission diag for 80$ and asked if I wanted to bring it in. He offered no solution for my issue. He said they did nothing wrong and got offended when I asked what type of fluid and the amount they added.

The invoice said they added 7 quarts of fluid and ATF. I wanted to make sure they added the correct fluid because my car takes a special fluid and the invoice dose not specify.

So now I think I have a major issue with my car and I am told by other places and by larry h miller service that if I keep driving the car it can make a simple issue much worse.

I do not have the money nor the time to take this into a shop to have the diag done so my car sit for a month. I took two trips to Colorado and I had to pay for a rental car both weekends. costing me 70$ a weekend and I have the receipts.

I had no intention of taking my car back to Larr h miller ford after being treated like I was but after calling around I found a transmission shop willing to take a look at it for free. They spent 2 hours looking at the car and finally found that the car was simply a quart and a half low on transmission fluid.

He informed me that this can happen if they fill the fluid and do not run the car and top it off again because the tarnny lines and cooler have to fill up and it is a simple and honest mistake.

I totally agree if this had not caused me money and time and a ton of stress thinking that my car needed a major issue fixed. But this turned into a huge deal.

I have the invoice from AAMCO on July 17 2014 showing what I described.

This could have been resolved the first day when I called [redacted] and he could have asked me to come back and offered to see if they missed something. But he was rude and refused to help me or show any sympathy at all.

I WILL NEVER recommend anyone to this service department. I have my vehicle serviced at ford and unless they resolve this issue it will be a different dealership.Desired Settlement: I am seeking a full refund of the service provided from larry h miller ford.

invoice # XXXXXX

total 167.35

I am also requesting a refund of the car rentals from 6-21-14 and the following weekend as well for a total of 144.70

Business

Response:

Initial Business Response /* (1000, 5, 2014/07/24) */

Contact Name and Title: [redacted] General Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: www.lhmford.com

Our Service Drive Manager contacted Mr. [redacted] and agreed to refund the [redacted] which he requested. We further apolologized for the abrupt treatment he received and assured him that that type of behavior is never condoned. We concluded our contact with Mr. [redacted] by giving him the Drive Manager's direct contact information should he need further assistance.

Initial Consumer Rebuttal /* (2000, 7, 2014/07/28) */

(The consumer indicated he/she ACCEPTED the response from the business.)

I do accept a refund of the [redacted] from the dealership. Thank you for resolving the issue

Review: Prestige Financial withdrew funds from an account that had been previously used without my permission. The rep said my account manager took the funds

Upon being contacted by my account manager several times regarding my September 18, 2014 payment. I sent the account manager an email on September 24th, that the payment would be made on September 26, once I went online to process the payment, I realized that there was a pending payment that I had not authorized. I contacted Prestige Financial and was informed by a customer service representative that my account manager had taken the payment automatically. Since he was not available at the time, I contacted him later on that day and when I spoke with him he said that the customer service representative had taken out the payment. Either way this is not the truth. I never gave permission in writing or verbally for this payment to be taken. I was and am continually getting reminders about my payment being due before the due date. I am also being called several times a day regarding a payment that is not yet due. References that I have put down have also been contacted regarding my payment which I would see as a breach of contract and unfair collection practices. No one else is on my auto loan and I put references down at the beginning of the application. I have not received a copy of my signed contract as requested and am being sent emails regarding my breach of contract because a payment is not made on the due date. I have been harassed by my account manager about a payment and told that I could make a partial payment and it could be automatically drafted from my account. I did speak to my account manager supervisor and give verbal permission to take this payment. I was also informed that as long as a payment is made before the end of the month there would not be any further collection activity. I have spoken with [redacted] my account manager several times each time if not agreeing to make a payment at that time he became rude and would speak to me as if I was a child, he told me to make the payment of 180, after I told him that my check was only 200. He didn't even allow me money for gas, when I asked what am I supposed to do, he chuckled and said borrow gas money from someone. At this point I became very upset and decided to speak with his supervisor. I explained to the supervisor that I wanted a new account manager and he said he would look into that. I never heard anything else until the next payment was due and it was from the same account manager. I have been called by numbers with a local area code in attempts to get in touch with me, once [redacted] spoke with me he told me that I could get another account manager and that I was stuck with him until I either sold the vehicle or paid it off. I asked to speak to a supervisor at that time and was transferred to the supervisor voicemail, so I called back and was given a number by [redacted] to the center. I asked why I couldn't have the supervisor direct ext number and was told that he didn't have one and because it was Saturday [redacted] was the only one in the office so when I attempted to call the supervisor [redacted] would answer the phone. When I asked if I could get the copy of my signed contract I was asked why I didn't keep up with it and that most people would have kept it in their glove compartment. This was insinuating that I was irresponsible and ignorant not to be able to keep up with my documents. I have been making payments on my vehicle for 2 years and my balance has only gone down by 2,000. I was not made aware that the interest rate would be of 20% and I am still waiting on documentation to show otherwise.Desired Settlement: Due to the unauthorized withdrawal to my account, I have had to close my account and anything that was set up automatically has been since sent to a closed account which has caused numerous fees and accounts to be closed due to the account being closed. I would like to be compensated for each account that was not paid as well as any fees involved. I believe that this is a predatory lending effort and that they are abusing customer collection laws.

Business

Response:

Prestige denies the customer's allegations of predatory lending. Prestige did make an error and the payment and is willing to compensate the customer for the fees that were directly associated with this transaction. The customer will need to send in bank statements showing those fees in order for us the refund the money,

Review: The dealership used dishonest practices

I went to the dealership looking to purchase a new truck. I informed the credit department immediately of my situation and said if this is going to be a problem let me know I can wait to purchase a new vehicle. They stated no and we continued to negotiate the price. We got the price at $48,000. I signed all documentation including the credit agreement and took delivery of the truck. I had the truck for 4 days when I got a call back from the dealership stating that I was approved and needed to come back to the dealership and sign more paperwork. This seemed strange to me but once I got back I was told that I was not approved unless I put even more money down. I was unable and then they attempted to push me to a cheaper vehicle. I said no, that I agreed and took delivery of the vehicle that I want. There was never a discussion on what the dealer could do such as giving me more for my trade as they were already way below Kelly Blue Book on that. The bottom line is they had every opportunity to be honest with me upfront but instead they were too busy trying to make as much money off me as they could.Desired Settlement: Honor our agreement. I do still have it in writing when I took delivery.

Business

Response:

Initial Business Response /* (1000, 5, 2014/08/18) */

Contact Name and Title: [redacted]/General Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@lhm.com

On the original day of the transaction our credit department manager sat down with him and discussed some of the chalenges of obtaining the auto approval from some of the banks that we work with. Some of the reasons were both credit history and the amount of credit extended. We delivered him in the truck and preceded to present the contract that we both agreed on to the banks. Based on the imformation given with credit and the amount financed, the bank agreed to extend credit but for a lessor amount but, still on a new truck. The customer did not want to buy a different truck with equipment that would keep the cost down based on the approval of the bank. We had no motivation to not try and help the customer get into a new truck. Our sales staff does everything possible to keep every customer in the disired vehicle they choose. The ultimate discussions come from the financial institutions that would be funding the loan. We feel terrible that it did not work out how the customer desired. Our appologies go out to the customer for the frustration that he has experienced. We would always be willing to help again in the future.

Review: I bought a brand new truck. Scratches on the front bumper, navigation system and audio system not functioning correctly, they been trying to fix it for over 7 months without results.Desired Settlement: Refund

Business

Response:

Business' Initial Response /* (1000, 8, 2013/07/10) */

Contact Name and Title: [redacted]-Executive Assistant

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@lhm.com

If you would let me know which dealership this was I will forward it on to the appropriate person.

Consumer's Final Response /* (3000, 12, 2013/07/18) */

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

This is not a response, I already talked with her on the phone, she is redirecting the documents to the right store. They have made adjustments to the body frame in order to fit the tires in, drilling holes, scratch the paint underneath of the mud flaps, trimming some of the bumpers, in order to return the truck to the original state, they would need to reprint the truck, which is not acceptable for a brand new truck, I do not want to have a brand new truck re painted just because they did not know the problems that bigger tires will cause to the navigation system. That was one of the reasons why I bought this truck, and they never said anything

Business' Final Response /* (4000, 14, 2013/07/19) */

The management of Larry H. Miller Super Ford is confident that we can find a solution to Mr. [redacted]'s concerns. We therefore invite Mr. [redacted] to contact [redacted] the General Manager and/or [redacted] the Service Director who will discuss his options.

Review: We attempted to trade in our SUV on a car at this location. They promised us they could get the deal done. We checked in weekly with them and they kept telling us not to worry it would work out. 45 days after we were there I called looking for my license plates and was told they couldn't finance our loan and that we needed to come get our trade immediately as our original finance company was coming to repossess the vehicle we traded in.During this time they had my vehicle I was not told to keep making payments on it, why would I pay for something I don't have? They ran my credit thru 10+ banks dropping my score drastically and when I asked them to pay for the payments on my SUV for the time it was in there possession as the Utah State websites says is there responsibility I was told it wasn't there problem and if I didn't bring back their car they would come after me legally. There GM was rude and threatening to me, when all we are looking for is for them to fix their mistakes.We are paying $190 to stop the repossession and we are behind $1350.00 in payments and late fees because they didn't want to admit they made a mistake and couldn't get us financed.They knew after the first week our deal wouldn't finance they should have asked for there car back then.

Product_Or_Service: 2011 Ford FusionDesired Settlement: DesiredSettlementID: Refund

I would like them to pay for the payments, interest and late fees we accured for the 45 days they had our vehicle....that is what is stated on the Utah State website.http://dmv.utah.gov/temporary-permits "Any loan payments or interest due between the sale date and the return date on either the motor vehicle purchased or a motor vehicle traded in, are the responsibility of the dealer."

Business

Response:

Contact Name and Title: [redacted]-Executive Assistant

Contact Phone: [redacted]

[redacted], If you would let me know which dealership the vehicle was purchased at I would be happy to get this to the appropriate people.

Consumer

Response:

(The consumer indicated he/she ACCEPTED the response from the business.)

It was Larry H Miller Trucks and Imports in the Sandy Auto Mall

Review: The work on my truck that initially needed to be done was not done in the correct amount of time. I was then required to leave the truck overnight. Second, the work was not even complete or done properly, requiring me to bring my vehicle back. Third, my vehicle was damaged in 2 places within these 2 visits. They then spent two days trying to prove it wasn't them, which in the end they said was inconclusive. They have refused to fix these new problems, and [redacted] told me "I would just have to take his word that they did not do the damage." He has refused to assist me further with my concerns or provide any more details unless I can come in again and sit down with him. I am blown away with their lack of respect for customer concerns. Their lack of willingness to correct the situation came across in their attitudes, which was belligerent and abusive. They showed no respect for my time, my property, or their relationship with me as a customer. DO NOT under any circumstances use this dealership.Desired Settlement: Fix damage to truck.

Business

Response:

[redacted],I am sorry to hear that you've had some issues with our Murray Toyota dealership. As a policy we leave each of our dealerships up to General Managers, and the decisions for those dealerships are at their discretion. [redacted] is the General Manager at that particular location and if the dealership was going to cover any costs or make any sort of goodwill repair it would be his decision. I would suggest that you make an appointment to sit down with him so that you are both able to review the information and come to the best resolution. Thank you.[redacted]Executive Assistant - Miller Automotive Operations.

Consumer

Response:

Review: [redacted]

Review: Took my car in for service, it was not safe to drive off the lot after they completed their work. They will not refund my any of the cost for repair.

I took my are in for service because it was making a squeaking noise, they said the car was repaired and did a road safety test, when I drove off the lot with my infant son in the car the entire car began to shake. I returned the vehicle and told the service manager my car was not doing that when I dropped it off. He had his senior mechanic look over and drive my car and he said it was not safe to drive in that condition. The service manager said there was some pulsation noted, I again told him my car did not do that before I brought it in and asked him to call the mechanic that did the road test to verify if my entire car shook when he test drove it, he refused to call. I told them it was not safe to drive and they let me drive it any way endangering myself, my son, and other drivers on the road and asked him if he would drive it in that condition he said no its not safe, but that he did not drive my car before the "repairs" were done so he could not say if it was doing that before hand. I asked for the general manager and I spoke with both of them they would not call the mechanic that did the work. I told them I wanted my money back because my car was in worse condition then when I took it in and they would not give me my money back. They offered to give me a part that I needed to fix some of the problems that was created by bringing it in, when the part was picked up it was discovered that they gave me the wrong part, they would not return phone calls regarding this issues and would not take calls from the auto parts store to verify the parts came from them. I asked for my 150 dollars back that I paid to have an oil change deal with them because I would not be bringing my car back to any dealership and they refused to give me that back even though I do not want the services in which I prepaid for that have not been used. I have been seeking help fro the service manager and general manager with not response. They messed up my car and endangered my childs life saying it was road ready when if fact it was not, the vehicle would not pass * safety inspection in the condition they returned my vehicle to me and they original problem that I took my vehicle in for is still there and they created more problems. Desired Settlement: I want a full refund because of the faulty work they did on my care or at the very least I would like the $400 dollars they charged me in labor fees plus the 150 dollars that I prepaid for services that I will not be using, as my car is still having the problems I brought it in for and then some requiring that I pay more money to get it fixed to make it safe to drive again.

Business

Response:

Initial Business Response /* (1000, 5, 2013/10/09) */

Contact Name and Title: [redacted] Service Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@lhm.com

While we are sympathetic to this customers situtation the facts are as follows.The vehicle was brought in on Septeber 30 for an oil change,check brakes,steering noise and check rear suspension. The oil change was completed. The repairs on the brakes were declined. The steering repair was partially approved. The power steering flush was completed and we advised the customer they could still need a steering gear after the contaminated fluid was removed from the system. The rear suspension had a bent control arm and loose upper ball joints on both sides. the customer approved this repair. Attached you will find all supporting documentation. When I spoke to the customers brother regarding the maintenance contract he wanted to keep it in place and use it at a different Larry H Miller location. The rotors were offered as a good will to keep a customer happy. If they are the wrong rotors we will be happy to exchange them for the correct part. We would be willing to install them at no charge as well. Please let me know if we can be of any further assistance.

Final Consumer Response /* (4200, 20, 2013/12/27) */

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

What is the resolution to this complaint, I disagreed with the proposed resolution, then it was offered to refund the maintenance fees and I disagreed with that. It the response from the business is something that I have already seen.

I want to know why my case was closed after they proposed to refund me part of my payment and they did not even do that even after I disagreed with that resolution.

I would like to speak to someone at the Revdex.com regarding this not just type a response to something as it is not getting resolved and it has been since the beginning of October.

Final Business Response /* (4000, 18, 2013/12/23) */

We have not had any reponse from the customer. We are still willing to offer the same comprimise.

Review: Saleman offered me free oil changes for the lifetime of the car or for as long as I owned it. 10 months later they would not honor.

I purchased a car here in March 2014 and was promised free oil changes for the full time that I owned the car. Of course, 10 months later they tell me that wasn't the case. I asked to speak with a manager ([redacted]) who said he couldn't help me but what he did do was bring in the sales man who sold me my car. When I called the salesman on the carpet for offering that to me he started screaming at me and called me a "xxxxxxx xxxxx!" In front of my children. The sales mans name is [redacted]. [redacted] told me that they never offer free oil changes for life but I have confirmed through several sources that they do.Desired Settlement: I want them to honor the free oil changes for as long as I own the car as promised or pay me the value of the oil changes.

Business

Response:

Contact Name and Title: [redacted]-Executive Assistant

Contact Phone: [redacted]

[redacted],

I have contacted the dealership from the address that you listed. The address is from our Chevrolet dealership in Murray and they are not showing you their system. Could you give me the exact name of the dealership that you purchased your vehicle, the type of vehicle and I will be happy to look into this further.

Consumer

Response:

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

Yes, here is the name and contact info:

Larry H Miller Honda of Murray

Business

Response:

I was here on the day you came in and I have since done some investigation of the issue. I have looked into your paperwork as well as spoken to the employees that were involved with the situation. When purchasing a vehicle there are many components of the process that happen fast and sometimes things can be lost in translation and/or the communication can be interpreted differently by each person. This is the reason we have certain forms at the end of the process that attempt to remove any miscommunication and/or confusion. As I looked into your deal I could find no evidence of anyone offering "lifetime" oil changes to you. Furthermore, this is not something that is a common practice; we don't have a "lifetime" oil change package. The 3 forms include one form that clearly states the any additional items offered and clearly outlines that the dealership and the customer are responsible for any of those listed items but do not include anything not listed on the sheet even if it happened to be a verbal agreement. The forms try to remove any misunderstanding by defining that any and all agreements need to be represented on that form. Additionally, the agreement for the oil changes you did receive clearly outlines that it was for a 1 year timeframe and specifically outlines the expectations. I apologize if there was any confusion, but the terms that both parties agreed to are very defined and clearly outlined in the paperwork. As you are aware, I covered your oil change when you were in last and as a gesture of fairness, I would be willing to offer another year of oil changes. I really am sorry for any misunderstanding.

Consumer

Response:

(The consumer indicated he/she ACCEPTED the response from the business.)

I will be willing to accept another year of oil changes. However, I do want to note for the record that the lifetime oil changes WAS offered to me and I have several friends on Facebook that have confirmed they received the same offer when purchasing their car at your dealership. Additionally, I would like to know what happened with the employee who called me a [redacted] while I was in the dealership. I am hoping he faced some major consequences for his actions. If he did not, I plan on getting ahold of the Miller family to advise them what had happened and how their employees acted. The final "paperwork" was not gone over with me with a fine toothed comb. The only thing I reviewed were the loan/financing details not the extra so called "perks" that your salesman was offering. Your dealership should make it a point to review those with customers and also request that they initial or sign something proving that they have been reviewed with them. The salesman should also be present when the customer is finalizing the loan so that there are no chances of "miscommunication". How do I redeem the next year of oil changes? Is it recorded under my name?

Review: Defective part not covered by extended warranty and broke driver side window that was working before servicing.

January 3rd I had an appointment to fix my alarm (defective hood latch) going off randomly at all hours of the night. I told the service rep I could stay 3 hours for an oil change and a hood latch replacement. [redacted] the service rep said they could do that and some recalls in no problem in that amount of time. The hood latch issue is posted all over the Internet as a problem but [redacted] said it was not covered by my certified car or extended warranty (ridiculous). After 3 hours I checked and they needed at least an hour to fix it they said I could put my name on the list for the shuttle. I checked back 20 minutes later to find out what was going on and no one had given me an update. They said the shuttle was probably out. After checking into another 20 minutes they said the shuttle driver had gone to lunch and they were going to find someone else at that point it took them another 15 minutes and I already had a coworker pick me up. My car still wasn't ready until 7 hours from when I brought it in.

So January 4th I go to roll down my window at a drive in and my driver side window would not roll down. [redacted] the service rep was saying something about that Toyota had a recall for the window but not the part but did not say anything about taking my working part out. I left a message with the service manager, [redacted] and general manager [redacted] on January 6th and haven't heard from either and now it is January 8tth.. I called the dealership again today and asked if [redacted] and [redacted] are in and the person who answered said they were in. However, I called both again and they were not answering the phone. I will need to make an appointment with another mechanic to get this fixed soon and expect to be reimbursed. I also expect to have my hood latch covered by my extended warranty or I will escalate the issue.

Desired Settlement: Pick up my car from my office and fix my window and drop my car off. I do not want to go into the service department again. Refund my money for the hood latch or refund my money for the extended warranty.

Business

Response:

Initial Business Response /* (1000, 5, 2014/01/09) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

We appreciate the opportunity to clarify a couple of items and to learn how to better serve customers. First, [redacted] (Service Manager) spoke with the customer in the store on the 3rd and apologized about the miscommunication and gave the customer a 20% discount for inconvenience for the time it had taken to complete the amount of work requested. The repair order was opened at 8:50am and was completed at 2:42pm (according to video records). Second, as requested by customer and to show our intent is to take care of customers we have already sent our technician to the customers work address to diagnose window and make necessary adjustments. The Technician stated the window is operating correctly at this time. Third, we would be happy to help cancel the service agreement we will just need the customer to sign the cancelation form. Please contact [redacted] at XXX-XXX-XXXX to start your cancelation.

At this time we have given this customer a 20% off the original repairs. Sent a service technician to the customers work to be considerate of time. We decline the request for a refund on the hood latch the repair was done correctly. Also provided contact information to cancel service agreement if customer requests.

I would like to thank the customer for the time she spend discussing some of the difficulties she had. We try to provide outstanding service and make every effort to prevent negative experiences so again we do appreciate the feedback. Thank you.

Review: We have been lied to. Service dept. has had our car since Thursday morning, promised we would have it by Saturday. Still no car.

WORST Car Dealership EVER! My husband and I were driving our little Nissan when the transmission went out of it. We had no choice but to get a car. My husband had heard ads on the radio about Larry H. Miller in Bountiful and thought we should stop there. Of course they treat you like royalty and do everything they need to so that they can sell you a car. They showed us s 2007 Ford Focus and told us it was the only car on their whole lot that was for sale. They convinced us it was a good car. After driving it we told them we needed the cruise control fixed because it didn't work. I scheduled an appointment and they told me it would be about an hour and a half to fix it. So I packed up my 2 year old and we drove all the way from Layton to Bountiful. I dropped the car off and we waited. While I was in the waiting room, two salesman tagged teamed me and told me that I should be driving a brand new car and not a 2007. One after the other would come and sit next to me and tell me they had the perfect car, and it would only make the payments go up $100. All of this, plus just do it without my husband there! JERKS!!! I got up and took my 2 year old in his stroller and we left. All of this time I am getting anxious because it is my oldest sons 7th birthday and he is having a little party at school and I promised him I would bake him a cake. Needless to say, four hours later, the service parts manager comes out and tells me my car is done. The cruise control light doesn't work, but their guys drove it and the cruise itself worked. LIARS!!! As soon as I hit the freeway I turned the cruise on and...NOTHING! My husband called the next morning and explained how upset we were. Their excuse; "we had a lot of walk ins". So what you are saying is not only do you lie to people straight to their face, but walk ins take precedence over people who actually make appointments. [redacted], the service manager, told my husband to bring the car in first thing Friday morning and he would have a car waiting that we could use until our car was fixed. So my husband shows up at 7:00, waited around until 8:30 until they finally decided to let him borrow a car. By this time, my husband was late to work and had to miss the rest of the day. We heard nothing from anyone all day Friday. I called and talked to four different people, telling them our story to see if anyone would help us out. I kept getting transferred to someone else. I finally spoke to someone named [redacted] and told him our story. He assured me that he would text [redacted], the general manager right then and that [redacted] would get right in touch with us. That was another lie. Instead we get a call from [redacted], the service manager again. By this time I have had it. I am ready to turn the car it and tell them we are done. Tyson calls me though and tells me that the car will be done by 4:00 p.m. on Friday, and if not then, for sure on Saturday. Today is Monday and guess what???? We have not heard ONE WORD about our car! I will be calling the Revdex.com and letting everyone I know by writing a review for the newspaper, posting it on facebook, however I have to get it out there, that this place is a disgrace to car dealerships, a disgrace to Bountiful, a disgrace to Utah and that if any one person had any integrity or values there, it would be a miracle. We have been promised the [redacted], general manager would contact us himself, we have never heard from him. The staff is rude and insulting.Desired Settlement: We want them to keep this car, we do not want it back. They have insulted us, they have lied right to our faces. They have pushed us around and made promises that they have not kept. They state that they are having a big tent sale and so that is where all of their focus is at, not on our problem. We are disgusted with them. We have been car searching at other places and have found reputable, respectful sales people, but because we have this 2007 Ford Focus that Larry H. Miller won't give back to us, we are unable to buy a car that we like. And that we have not been pressured into buying. All we want is to get out of this deal with them and for them to shred all of the paperwork so as to make it like this deal never happened so that we can get a car that runs and works from the beginning.

Business

Response:

Initial Business Response /* (1000, 10, 2013/10/10) */

Contact Name and Title: Phil [redacted]

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@lhm.com

This has been resolved. The customer is [redacted].

Final Consumer Response /* (3000, 12, 2013/10/12) */

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

We are not happy at all. Yes, LHM paid for the cruise control to get fixed, but it was done by another dealership who was kind and respectful to us. We had to go and pick up our own car from this other dealership because LHM continued to tell us the car was not ready. The only contact the General Manager had with us was through text messaging, never a phone call. For their response to this be; "The customer is happy" is an insult. The last contact we had from the General Manager, through text, was for us to please change our review on their website. It was clearly stated at that time that we were still very unhappy with them. And to this day, we are still very unhappy with their service, the way they treated us and with the car we were sold.

Review: LHM sold my husband and I a Lemon on 2/19/14. We want to return our car and get a different car without the mechanical issues that we are having.

On 2/19/14 my husband and I went into LHM Honda in Murray to test drive the Honda Pilot we had seen online after looking for a car for over 3 weeks. We loved the Honda Pilot, however LHM could not meet our financial payment constraints and brought us a 2005 Chevy Equinox to test drive. We didn't like it as much and there were some issues with the vehicle at the time of the test drive that needed repaired being, removal of pink bug guard, driver's side door creaking repaired, driver's side seatbelt repaired/replaced, tires and brakes to be done. We were guaranteed that all of the safety and inspections would be done and we could pick up the vehicle the next evening with an appointment to get everything fixed the following Thursday 2/26/14. We traded in our 2003 Honda Civic Coupe at this time and felt good as we were return customers to LHM. We then picked up our car on 2/20/14 in the evening and were excited, but this excitement faded when the engine light came on the following morning 2/21/14. I drove the vehicle straight to the dealership to ask what the problem was and to complain. The service tech stated that the gas cap was not tightened and cleared the code. (We hadn't fueled the car) On Monday 2/23/14, the engine light came back on and the car was now on empty having only driven 53 miles. On this day I missed work because they didn't know what was wrong and would have to diagnose the problem. The service tech came back and said that it was an evap hose and that it had been fixed. Wednesday 2/25/14 the engine light came back on as well as the ABS and T/C lights and I drove straight to the dealership. This time they said it was the evap sensor, and the brakes needed the brake dust blown out. I was also told that I already had an appointment for the following day and that they would do a thorough diagnostic at that point. The next day I dropped off the vehicle and took the shuttle to work and the dealership would not give a loaner car or but could arrange for me to get and pay for a rental car. I was outraged! I left the vehicle and at that time they stated that the brake sensor was repaired, a new gas cap was put on, the door creaking was repaired. However, the problems persisted and the engine light, ABS and T/C lights came on and I was getting horrible gas mileage, having to fill the tank 2-3 times per week just to go 300 miles which is ridiculous. I at that time had brought the vehicle in 7-8 times to the dealership within the first week of purchase and asked for a different vehicle. The dealership declined but the salesperson stated that they had only had the car on the lot less then a week when they sold it to me and they didn't know what problems it had when they sold it to me. The seatbelt was not fixed immediately and the service tech asked if I had done something to it or spilled something in it as it wouldn't engage or disengage. He promptly got stuck in the seatbelt as it wouldn't disengage. I called the finance person who was my point of contact and the manager and the part was ordered and the seatbelt finally fixed. However the engine, ABS and T/C issues persisted and it went to the shop again and again and LHM Honda finally took the vehicle to the Chevy dealership for repair ("the mother ship as they called it"). I took it in for routine oil change two weeks ago and all of a sudden I needed four new tires although the tires were to be new when I got it, they say the brakes are fine but the ABS engages randomly and the car takes 2-5 times now to start and then the engine light came on again 5/26/14 and now I need a catalytic converter which is $1100+ and not covered by my warranty. I took the car to a GMC certified mechanic for a second opinion and the vehicle overheated and required a new thermostat and is currently in the repair shop trying to find out the reason. The fuel filter is bad as well. I have paid over $1000 in repairs, a tire and fuel and now they want more. Please help meDesired Settlement: I want LHM to take back the Lemon of the car that they sold to my husband and I and make this right by giving us a working reliable SUV that we thought we HAD purchased. They CAN do this! I have emailed the company for help with no replies, have made a complaint to Chevrolet, our financing lien holder, contacted Get Gephardt for help as well as you the Revdex.com for help in this resolution. It is terrible that I have to pay for a rental vehicle for my car to be in the shop for the 15th+ time and I have only made two car payments. This is my families ONLY vehicle and we NEED a vehicle that is RELIABLE and fuel efficient and will not give us the headache that this vehicle has given us in the past 90 days. LHM needs to take care of their customers, period. Especially the return customers. We have a 24 month, 24,000 mile extended warranty on the vehicle and this includes engine and transmission as well as well as GAP insurance. As of this morning the GMC certified mechanic has told us the that our coolant is boiling and going into the engine block which is a manufacturers issue. Please help us get this resolved ASAP and get into a vehicle that is more reliable and that has NO mechanical issues as I know that LHM CAN do this.

Business

Response:

Initial Business Response /* (1000, 5, 2014/06/09) */

Contact Name and Title: [redacted] General Manager

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@lhm.com

Unfortunately you and your family have experienced few issues with the vehicle since you purchased it and we have made good on repairing those even though some of them were outside of the warranty parameters. We have tried to be fair with each circumstance so far and feel we have done what was in the best interest of you and your family. Regarding the latest issue, as we discussed on the phone the other day, we needed to get your vehicle here to the store to analyze the repairs needed. At this point, it appears it needs a new head gasket and a catalytic converter. From our assessments, the catalytic converter failed, causing the head gasket to fail as a result of overheating. Neither of these issues could have been detected that they were going to fail; therefore we had no idea before, during or after the sale of the vehicle. Furthermore, those issues are not covered under your warranty and neither of those issues were detectible by the onboard computer. The codes the computer generated in the past were in no way related to the issues you are dealing with now. Even though the current issues with the vehicle were unavoidable from our standpoint and could be considered general maintenance of a vehicle with 100,000 miles; at this point we are repairing those for you. This does not imply that there will be an agreement to repair any further problems that could arise with the vehicle or suggest that items that fall outside of your warranty in the future will receive the same treatment. We sincerely hope that the vehicle runs well in the future and the problem days are behind you.

Initial Consumer Rebuttal /* (2000, 7, 2014/06/20) */

(The consumer indicated he/she ACCEPTED the response from the business.)