Larry H Miller Automotive

Review: I own a 2005 Chevrolet Classic and I had received a Safety Recall notice from Chevrolet in September 2014 to have my Ignition Key device replaced.

Larry H. Miller in Orem had said that they would replace the part for me, but every time I bring my vehicle down to them they keep telling me that they are out of parts. I have scheduled 4 service appointments and nothing has been replaced in my vehicle. My most recent visit was on 11/4/14 which resulted in them telling me that they don't have the required parts to fix my vehicle.

The dealership had had tampered with my Ignittion Switch in my vehicle causing my vehicle not to start properly at all. They claim that they had never touched it, but my vehicle worked fine before I brought it to their dealership.

I a not only upset about the fact that they had lied to me 4 times telling me that they would have the parts available, but they had messed up my own form of transportation that I rely on to go to work with.Desired Settlement: I am asking that Larry H. Miller Chevrolet not only fix the Safety Recall Issue in my vehicle, but they fix my Ignition Switch back to the way it was before I dropped my vehicle off with them on 11/4/14 at 4:30pm.

Business

Response:

Contact Name and Title: [redacted] Service Manager

Contact Phone: [redacted]

Contact Email: [redacted]@lhmauto.com

We do not have record of Mr. [redacted] having 4 appointments with our dealership or coming in to our service department 4 times, we do have record of him calling after receiving a recall letter from Chevrolet for us to order his parts, the parts for he's recall have been very hard to get and have taken many weeks to get them in, even after we receive the parts for the recall sometimes the customers keys will not work with recall parts supplied by General Motors, so new keys have to be ordered, Mr. [redacted] did visit our dealership on the evening of November 4th, he arrived at 4:12pm and left at 5:41pm while we tried to fit the recall parts to his old keys, he's 2005 Chevrolet Malibu sat in the service drive directly under a video surveillance camera, I have played back in video from the moment he arrived until he left, and nobody touched his vehicle, we only worked with his keys, I am willing to replay this video to anyone that would like to view it, there for we did not tamper with his ignition switch, we are still waiting for his replacement keys to come in.

Consumer

Response:

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

I do not accept their response to the complaint simply because they are claiming that they never touched the Ignition Switch and I honestly do not believe that they spent about an hour just examining my car key.

I honestly believe they are trying to cover up something that was done by telling me that they had never touched the Ignition switch.

I find it very odd or suspicious that towards the end of last week a lady named [redacted] had called and tried to invite me a VIP Sales Event for Saturday and I made it clear to them that I do not want them to sell me anew vehicle.

I want them to just be honest with me about my vehicle and nothing else.

Business

Response:

Mr. [redacted], I have spoken with out 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.

Consumer

Response:

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

I do not accept their resolution simply because they had messed up the key that I brought with me at the time of my last appointment.

I am fortunate to have a backup car key that works for me to get my car running.

My girlfriend and I were told that a part would be ordered for me and that it would correct this problem with my Ignition Switch and now after reading the last statement from Larry H. Miller it sates that it is a difficult part to obtain and once it is available it doesn't always fit the key due to the age of the key/vehicle.

I had received recent correspondence from them wanting me to trade in my 2005 Chevy Classic as a Trade-In for a newer vehicle.

Business

Response:

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.

Review: My car overheated and check engine light came on during my vacation (was traveling by car) on June 18, 2013. We added water to the car and it was running fine, but the check engine light remained on. I was nervous about the car and wanted to get it looked at so that we didn't break down in the desert on our way to Arches National Park. We were outside of Salt Lake City so I called Larry H Miller Ford Dealership on Tuesday June 18th at 1:07pm and made an appointment for 10:00am on June 19, 2013 to get my car looked at. When I arrived on the 19th they said they did not have me down for an appointment but they found someone to look at the car. We spoke with [redacted] in the service department. He said they would check everything out on the car. [redacted] called later that afternoon and said the thermostat housing was leaking and would need to be replaced. He said this was not a fun thing to replace and would cost about $300 for parts plus $300 for labor. I was really devastated at the cost but reluctantly agreed to this repair as we were traveling and did not want to break down and [redacted] was confident this would fix the car. [redacted] called later in the day and said that the car was not fixed still and needed a radiator that would cost an additional $300 for the part and $300 for the labor. I called a mechanic friend back home who told me not to agree to this as he thought it sounded like they did not know what was wrong with the car and were just throwing expensive parts and labor at it. We paid the 598$ bill and left. We took the car down the street to JMAC complete car care which specializes in radiator & cooling systems. We spoke with [redacted] there and after they did a lengthy diagnostics on the car determined that it did not need a radiator and did not need the thermostat & housing replaced and that I should ask for a refund from Ford. [redacted] said he would be happy to assist me and offered to speak directly with Ford if they had any question. JMAC contact info is: 3520 S State St Salt Lake City, UT 84115.

Desired Settlement: DesiredSettlementID: Refund

I would like a full refund.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/07/01) */

Contact Name and Title: [redacted]-Executive Assistant

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@lhm.com

[redacted], I would be [redacted] to get this to the appropriate people so that they can look into this issue for you. We have several Ford dealerships here and it did not clarify which one it was that you took it to. If you could provide a little more information regarding the dealership I will forward this on. Thank you.

Consumer's Final Response /* (3000, 12, 2013/07/08) */

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

* The first sentence in my original complaint acknowledges that the check engine light came on when the car overheated so I don't know why LMH stated that "...not the overheating condition which is now being stated." This statement implies that I have somehow changed my story which as you can see is not true. The car overheated once and the check engine light came on.

*The car ran just fine when I brought it on (drove it over 80 miles from point of overheating to Salt Lake City and then drove it around SLC), although the check engine light was still on. The car was in way worse shape when I left LMH as the car would overheat within minutes of driving on the freeway.

[redacted] told me on the phone prior to replacing the thermostat that the thermostat housing was leaking and that he thought that was the problem and was a common thing to happen. Now, LMH is saying they pressure tested the system and found no leaks. They have changed their story. Also, the overflow reservoir tank was leaking and that was clearly visible and was the first thing that JMAC replaced.

*LMH said the fans were fine and although the fans did have power to them they were not working. They did not kick on.

*My comments to LMH when they recommended a radiator was that was cost prohibitive and they could not assure me that would solve the problem- that the car would be fixed if the radiator was replaced. After having just spent $600 to find the car in worse shape than when I brought it in I could not risk another $600 to still have a nonfunctioning car.

*My car was in worse shape when I left LMH than when I brought it in.

*LMH has not offered further assistance to me. I have not declined any "assistance." I was told on Wednesday July 3rd that they would not issue me a refund.

Business' Final Response /* (4000, 16, 2013/07/25) */

Contact Name and Title: [redacted] General Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@lhm.com

A refund in the amount of $341.86 was agreed to by Ms. [redacted] and was processed on July 16, 2013.

Review: Advertisement indicated winning numbers.

Changed entirely when presented.

4/24/2014 I stopped with ad sent to my home indicating that a scratch number if matched would get 1 of 3 prizes. Scratch number matched and said I would win one of the 3 items.

When at the dealership they injected a 4th prize which was of considerably less value..

Standard "Bait and Switch"Desired Settlement: One of the three items offered should be awarded.

$10,000. diamond ring.

$5000 in cash or

$500 in cash....The fourth item added at the dealership was $5.00...

Business

Response:

Initial Business Response /* (1000, 5, 2014/05/06) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@lhm.com

Sorry you feel that way all the mailers are clearly marked, and at ford sandy we have had grand prize winner in the past and if the number didn't match for the prize you wanted you still one a 5 dollar prize just for checking

Review: On April 4, 2015 I went to Larry Miller Dodge and purchased a 2006 Ford Mustang. I had a 2015 motorcycle to trade but they would only take it if he purchased a new vehicle. Okay, I understand. I purchased the used Mustang to better fit my financial needs. The Mustang was $8800, what I did not know was they gave me an interest rate of 22%. So at this point I had both mustang and motorcycle payments and was ordered by my commander to return one or the other or both and get into a better fit vehicle. After shopping around and checking out our options, Peoria Kia would take the bike in trade for a used vehicle, with an interest rate of only 4.8%. Problem one nicely solved.

My main complaint comes when I tried to return the Mustang to Larry Miller Dodge on April 11, 2015, after only 1 week of having it. They were very rude. They charged me $3,700 to return the car. Which I did not have, so my Grandmother, [redacted] paid. That was a little under 1/2 of the price of the car. I feel they seen an opportunity to screw this young airman over again. The way they treated my grandmother was terrible. She went to write them a personal check for $3,700 and they refused to take it. They told her to get a certified check from her bank. But they said if she were making a down payment on a new vehicle they would take her personal check. She told them if she wrote them a check it would not bounce. She would not write a check she could not cover. He looked at her like, yeah I am sure you have that much money. Like he thought she was lying to him.

First off, I don't see where it should cost that much to return a car with only having it 1 week. Other salesmen in the area said we should not have been charged that much for a 1 week contract. Secondly, I feel if you would take her personal check for a deposit, then you should take it for a payoff as well. And you should never treat your customers the way we were treated.

I am truly disgusted and hurt by the way Larry Miller Dodge in Peoria, AZ treated my grandmother and I. I hate to think business's out there take advantage of young, new to the adult life people, and older people as well. I just want it to be know that Larry Miller Dodge are very unprofessional and rude. Very sad they don't treat our servicemen and women better than they did.

Not sure what can be done, but I just want the treatment and service my grandmother and I received from Larry Miller Dodge in Peoria to be known. I hope there is a possibility that the transaction with the Mustang will be reviewed and we can possibly recoup some of the over payment we were charged to return it.

Thank you for your time,

[redacted]Desired Settlement: I am hoping to recoup some of the over charge of returning the vehicle I had for only 1 week

Business

Response:

[redacted],I am sorry to hear that you've had an issue with our Larry H. Miller Dodge location. As a policy we refer this types of issues back to our General Managers over the dealerships. [redacted] is the GM at this particular location so it would be best to contact him directly to see what if anything that they could do at this point. All contracts and financial information stays at the dealerships so I am unable to look into the contract for you. If you should need any further assistance please do not hesitate to contact me again. Thank you.[redacted]Executive Assistant Miller Automotive Operations

Review: Larry H Miller was the most hectic, and annoying car buying experience we have ever experienced. From day one, we were promised multiple things, getting the stereo fixed that was not working properly since the test drive, along with TPS (Tire pressure sensors),and a two year power train warranty. Then,we left the vehicle at the dealership because we needed the oil changed and get the tires balanced. The next day,I brought in my vehicle that was to be traded in because that was part of the contract. I took the jeep home and was told if they find cheaper financing then they contact us. After the weekend past,the finance person called us and told us that they found a way to finance for a lower rate. We drove back to the dealership, signed new papers with the lower financing,the warranty and stereo, along with the TPS were still promised. We went home,thinking that everything was final. Two days later,the salesman called us during the evening,and said they had papers for us to sign and it will only take a few moments. So we left our dinner,drove back up to the dealership for the fourth time,and were told the only way for us to get the financing is if we have a down payment. We expressed multiple times that we could not do a down payment at the time and that all we had was our trade in. After talking with the finance person for over 30 minutes. The manager comes stomping in and was very ignorant. States we cannot get our warranty now,and if we have any issues we can take it to court. So after having the conflict we just signed papers so we could get back to our dinner and be done. We were told at that point we could call in and make an appointment to get the damages fixed. A few days passed,and we called to get an appointment made and they told us that we needed to swap our names on the papers. We go in for the FIFTH time, and then were told they will wave the down payment if we fix the damages ourselves. We never agreed on a down payment. So, we lost all of the promises. It was a ridiculous ordeal.Desired Settlement: All we want, is simply to have the promised that were made to us since day ONE met! We would like the stereo fixed, PROPERLY. We would like the TPS fixed. If you make the promise, you should follow through, not be snide and crude and get out of those promised by changing the paper work every time we would walk in the door.

Business

Response:

[redacted], I am sorry to hear that you are having issues with one of our dealerships. If you could send me the name and address of the specific location you are working with I would be happy to see what we could do about finding a resolution that is within reason to your issues.Thank you.[redacted]Executive Assistant

Review: We have had the WORST experience with LHM Jeep. We brought our Jeep Patriot in that was having transmission problems. They told us that the entire thing needed to be replaced. The transmission was still under warranty through the girl who owned the Jeep before us so they went ahead and replaced it under that warranty at their own free will, even though it wasn't in our name. Well, 3 weeks later the transmission was acting exactly the same as it had been when it was about to go out. We took it back in and they said that there was a leak and the fluid was just about gone. So they fixed the leak and claimed that no damage had been done to the transmission even though it had been running on no fluid. That was on a Monday. We got our Jeep back on a Wednesday. That Friday we packed up my Jeep with 3 children and an infant and headed to the zoo. We didn't even make it to the point of the mountain before I knew something was wrong. My entire Jeep was lurching and the RPM gauge was flying back and forth. By the time I was able to safely exit the freeway my Jeep was not accelerating at all. My transmission was burning up and fluid was pouring on the ground. So here I was, stuck 45 minutes away from home off the freeway with 3 kids and a baby. And to make it worse, my sister-in-law had her vehicle that was holding my mother-in-law, other sister-in-law, 2 kids, and a 3 week old, traveling with us so we were all stranded there. I called Jeep and they told me to call a tow truck. I told them no, they needed to supply a tow truck for me, which they did. So after 2 hours on the side of the road with all of these women and children we were able to leave. This time they said a hose had disconnected and literally all of the fluid was gone. They again claim that no damage was done to the transmission. My father-in-law went to pick up the Jeep after they repaired the hose and when he asked about damage and what we do if something else happens and he was given attitude and said they technically shouldn't have replaced the transmission in the first place and shouldn't have done the repairs for free. Absolutely ridiculous. So no, it's not even 2 week later and my transmission is acting just like it did who's it was needing to be replaced. I am appalled by the way we have been treated and that Larry H. Miller is fine with a family driving odd their lot in an unsafe vehicle. You can be sure that everyone I know will be hearing about this experience.Desired Settlement: I believe that our transmission needs to be fully replaced at no cost to us.

Business

Response:

[redacted],I am sorry to hear that you are having and issue with your vehicle and one of our dealerships. If you could let me know the specific dealership that you are having an issue with I would be happy to contact the appropriate people and work on a resolution to your issue. Thank you.[redacted]Executive Assistant - Miller Automotive Operations

Review: Did not receive price quoted, additional adds not explained or offered added to the contract.

7-5-14 Went into dealership to possibly buy a new car. Not only did they raise the price well above sticker price on the contract, I was supposed to get the Chrysler employee discount. They added $1200 in after market interior and exterior protection products without my knowledge, they added $800 in gap insurance as well. They also gouged me on the price of a service contract to the tune of $3325. I am not of good health and had a seizure on their property. I informed them that I could not drive myself home. They told me they would not drive me home until I signed the paperwork. After a seizure I become very groggy and have a hard time understanding people. They took advantage of this and added every additional charge they could in addition to not giving me the Chrysler employee discount to which I am entitled. They refuse to cancel the deal and refuse to give me my trade in back. My bank was kind enough to cancel the contract, but the dealership will still not give me my trade in back. Now the General Manager [redacted] won't stop threatening to ruin my credit unless I sign a new contract. He says "I will send your credit application in to every bank in the state if I have to." He will not stop threatening me.Desired Settlement: All I want is the deal to be completely cancelled and I want my trade in back. They are trying to rip me off to the tune of $8000.00.

Business

Response:

Initial Business Response /* (1000, 16, 2014/08/22) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@LHM.COM

upon speaking with MRS. [redacted] on 07/08/2014 I decided the to unwind her contract and return trade in.

That was done on 07/09/2014.

This seemed to satisfy Mrs. [redacted].

Review: We had purchased a vehicle from Larry H Miller and had all of our paper work done and signed. It included extended warranty and gap coverage. We placed gap on the loan because the total loan was more than the value of the car. Our car had been totaled by another driver before the dealership submitted our loan information the University Federal Credit Union. Now one of the managers by the name of [redacted] is currently trying to hold us liable for the remaning balance on the car and not honoring our buyers contract.

Product_Or_Service: 2011 Nissan Versa

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

They should be held responsible for the balance. We just want them to honor our contract.

Business

Response:

Initial Business Response /* (1000, 5, 2014/03/20) */

Contact Name and Title: [redacted]-Executive Assistant Automotive

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@lhm.com

[redacted]-Please let me know which dealership it is that you've been working with so that I can forward this onto the correct person. Thank you.

Review: Breach of contractual agreement based on false financing.

On Tuesday September, 17, 2013

After researched online a car I was interested in, I entered my information so I could be contacted for a test drive. About 20 minutes after filling out the information online, I got a call from [redacted] He asked me if I was interested in coming in for a test drive so I agreed and I arrived an hour or so later at the auto dealer hoping to find out if I would be qualified to get a this used automobile. When I arrived the sales associate [redacted] that had initially called to set up a test drive with me was occupied with another customer. I had set up a 2:30PM test drive with the salesman and when I arrived he took me inside the dealership and told me he was going to get me the keys to the car so I could take it on a drive. He walked me out to the car and had me inspect it, while he went back inside to grab one of his coworkers to assist me because he was assisting other customers. The coworker ** came out to meet me at the car and handed me the keys. At this point no one had asked me for my drivers license. So I continued inspecting and noticed a few flaws that the car had and I conversed with ** about what I would like fixed and he acknowledged my concerns and let me take the car on a test drive alone and again with out being asked for any identification. I drove the car for about 15 minutes and then returned to the dealership where the original salesman was waiting inside for me. When I went inside I was asked to start filling out the application for credit and he asked me for my ID, and asked if his coworker had checked for identification and I told him at no point in time did anyone ask me. He looked surprised and had said to me "If anyone asks if either of us asked for identification, you tell them we did." I did not say anything to him. We continued filling out the paperwork for the trade in and I had said I valued my car at $800. After a lot of deliberating with the financial advisors the sales associates came back with an answer and said they would give me $500 no less and no more. I accepted the offer and they had me initial and date all the dealer obligations that they promised to fix. After they took the dealer obligations paperwork back to the financial advisors. The sales rep ** came back and handed me 2 dozen roses and congratulated me on my purchase. Upon my departure I was given two sets of keys in which they were slightly damaged. The dealership was closing so I did not make an issue of the damaged keys. I would address the problem when I would go back later on in the week, to complete the signing over of the title of my trade in. I went back on Friday September 20th, 2013 with my mother to sign over the title to my trade in vehicle, it was then that I addressed the issue with the keys. One day later I received a phone call from [redacted] with Larry H. Miller and he left me a voice mail leaving a name and number telling me to get back with him. I called back and he had said that my loan was not approved through their lender which I later found out was Indirect Financial. I fail to recognize how they let me take full possession of the vehicle without having the financing completed, especially based on the volume of used vehicles that they sell. Upon reviewing the contract I noticed that I was charged $785 for a one year maintenance contract that they offer for first time buyers per [redacted] The contract was finalized by [redacted]Desired Settlement: Possession of my trade in vehicle plus all monies refunded and additional amount incurred for increase in full coverage insurance for the month of September.

Business

Response:

Initial Business Response /* (1000, 5, 2013/09/27) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@lhm.com

We were unable to get financing on this vehicle for the customer. We offered to show other vehicles that cost less, but the customer did not want to do that. The customer has possession of the trade. It was returned when the financing didn't go through. Customer did not pay any money so there is none to be refunded. We will pay the customer for the increase in insurance.

[redacted] is a very good car salesman. I wasn't really interested in buying a car, but went out to visit the lot. His volume of information about cars was really impressive. He showed off the car we looked at like it was his child - giving great information about the different functions capabilities of the vehicle. He even did a video and sent to another customer, and was showing me. You can tell he genuinely loves what he does and believes in the product. When it comes time for me to make that purchase, [redacted] will be the salesman I come to see.

If you go see [redacted] at Larry H Miller in Bountiful. He's got outstanding customer service, he will work hard to find you the vehicle you're looking for, and he always gives you a great deal!

Review: THIS COMPANY REFUSES TO PROVIDE ME WITH A COPY OF MY CONTRACT BECAUSE THEY ARE STILL CHARGING ME FOR A 2004 CHEVROLET SILVERADO THAT I PURCHASED. I AGREED TO 72 MONTHS AND I AM ALREADY AT 80 PAYMENTS WITH THIS COMPANY. THEY TOLD ME I WOULD BE FINISHED IN NOVEMBER 2014 PAYING THIS VEHICLE OFF AND NOW THEY HAVE ME STILL OWING $2686.00. I HAVE CALLED THEM AND TRIED TO REACH A FAIR SETTLEMENT BUT THEY INSIST ON THREATENING BOTH ME AND MY WIFE WHO IS NOT EVEN ON THE LOAN. THEY CALL AND HARASS HER AT HER PLACE OF EMPLOYMENT AS WELL AS CALL HER AFTER HOURS REQUESTING PAYMENTS. AFTER SEVERAL FAILED ATTEMPS TO SPEAK WITH AN ACCOUNT MANAGER MY ACCOUNT REPRESENTATIVE CONTINUES TO ADD LATE FEES TO AN ACCOUNT THAT SHOULD HAVE BEEN PAID OFF. THIS IS A RIP OFF COMPANY AND THEY PREY ON THE INDIVIDUALS WITH CREDIT CHALLENGES AND CONTINUE TO AID IN INDIVIDUALS HAVING POOR CREDIT RATINGS.Desired Settlement: I WOULD LIKE TO HAVE A CLEAR TITLE TO MY VEHICLE AND REFUND FROM THE EXCESSIVE INTEREST THAT HAS BEEN ADDED TO THIS ACOCUNT. I SIGNED UP FOR 72 MONTHS AND THAT IS WHAT I EXPECT TO PAY. REPORT THAT MY VEHICLE IS PAID OFF TO ALL THREE CREDIT BUREAUS.

Business

Response:

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.

Review: The dealer, using a falsely created NADA printout, purposely misrepresented the value of the vehicle in order to obtain a higher sales price.

On July 21, 2014 my husband and I purchased a 2010 Ford Escape ([redacted]) from LHM Used Car Supermarket Orem. During the sales presentation it was indicated to us that the vehicle had lots of options installed on it ("fully loaded" the salesman said). A NADA Book Out Value sheet was supplied to the lender which showed the value of the vehicle included the options of a $625 Navigation Unit and a $625 Rear Entertainment System. Neither of which I later found the vehicle to have. When the sales manager was questioned on the Book Out sheet he said that is just what automatically "explodes out" when the VIN number is put into NADA. I checked with another dealer and options such as NAV and Rear Entertainment are not automatic options in NADA, but must be specifically checked by the dealer. This Book Out sheet value issue was discovered when I tried to finance the vehicle though my local Credit Union [redacted] When the dealer realized the CU was questioning these values, the dealer quickly processed the sales paperwork with another credit union [redacted] In my opinion the dealer used a deceptive practice to inflate the value of the vehicle to me and to the lender and therefore acquire a price that is higher than the vehicle is worth.Desired Settlement: The Loan Manager at [redacted] CU told us that based on a correct NADA Book Out sheet, we paid at least $1500 more for the vehicle than the NADA values show it is worth in fair market value. We are seeking a refund of this $1500.

Business

Response:

Initial Business Response /* (1000, 5, 2014/08/28) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@lhmauto.com

I am more than willing to help resolve this issue please feel free to contact me on my mobile at XXX-XXX-XXXX

Review: I was taken advantage of by the finance person. He lied about one option saying it was not negotiable, and he added another option I didn't want.

I purchased a 2006 Honda Element on 1/02/2013. I already had the price negotiated. After waiting in the lobby of the dealership for the finance person for more than 4 hours, I believe his name is [redacted], I was eager to get out of there. He first told me that some VTR option was non negotiable. I believed him. It was 289.00. I now know it is an option that I never would have gotten. He asked me if I wanted gap insurance. I said no but he added it anyways for 379.00. I was so ready to get out of there I just told him to line up the papers in front of me so I could sign them. I shouldn't have as I signed for the gap insurance. I was going to sell the car and looked at the documents closely two weeks ago and noticed the gap insurance. My friend in the car business asked me why I had gotten the VTR option and that's when I learned it is not mandatory. I emailed the general manager, [redacted] on 3/19/2013. He called me a few days later and was nice. He told me I could cancel the gap insurance at any time but there was nothing he could do about the VTR. I told him that was what made me the most upset because that was the one I was lied to about. He told me he would check on it and get back to me the next day, 3/20/2013. I never heard from him. I emailed him again 3/25/2013 to check on the status and to this point, I still haven't heard from him. Desired Settlement: I would like to cancel all options I received with this vehicle, including the ones I actually wanted. I want LHM to get no extra money from me now or ever.

Business

Response:

Business' Initial Response /* (-10, 10, 2013/04/23) */

Contact Name and Title: [redacted]-Executive Assistant

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@lhm.com

A formal written letter was submitted to the Revdex.com by the General Manager [redacted] He has told me that the issue has been resolved. Please let me know if we need to do anything additional.

Consumer's Final Response /* (4200, 21, 2013/05/06) */

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

The dealer said that the extended warrantee and the gap insurance are cancelled. However, I have received no refund from those items. Once I have proof that these items are cancelled, I will accept the resolution.

Business' Final Response /* (4000, 26, 2013/06/14) */

. I have spoken to the dealership and a check was reissued to the customer on 5/9/13 for 1387.05-cancelling the Gap and warranty contract.

Executive Assistant

[redacted] Automotive Operations

P: [redacted]

F: [redacted]

E: [redacted]@lhm.com

Review: A verbal agreement (on which written agreement was based) prior to purchase was not fully honored because it "was not on paper". Lemon law violation?

In May 2013 at their Memorial Day sale event at the Towne Center Mall in Provo, I traded in a 2004 Dodge Durango and purchased a 2011 Dodge Grand Caravan from Larry H Miller Chevrolet. After the test drive, I noticed that the rear A/C was blowing hot air instead of cold, and was assured by the salesman (whose name I have forgotten) that the problem would be fixed. After I purchased the vehicle, we returned it to their shop for the repair he told us they would do, but all the shop did was recharge the A/C system. At the time, the mechanic even said he believed it would be a temporary fix because he couldn't find the root of the problem. This year as it started getting warm again and I had to turn the A/C on for the first time of the season, it was doing the same thing: the rear A/C was blowing hot while the front was cold. This time I took it to the Larry H Miller Dodge dealership (on April 25), thinking they would know more about the vehicle and could fix it properly. I was informed that if the repair was not covered under my extended warranty, I would be liable for the full cost. Fortunately my warranty covered it, but I still had to pay the $100.00 deductible. Knowing this was a persistent issue from before I purchased the vehicle, which had been promised to be repaired before I ever signed the contract, I told the technician on the phone that if Larry Miller wouldn't cover the repairs, we would have a problem. He phoned the sales manager at the Chevrolet dealership in Provo, who stated that there was no contract on paper to repair the rear A/C system, so I would be liable for the repairs. I believe this was a very shady response, because they do have the records that it was brought into the shop within a day or so of having been purchased to fix that problem, and it is blatantly dishonest to hold me responsible for a repair on a vehicle that I was promised would be fixed before I made the purchase. By that verbal contract, wherein the salesman who sold me the vehicle told me it would be fixed, I hold Larry H Miller accountable regardless of the time frame. Especially since the technician last year stated that it was a temporary fix to get me through the summer (which I make no claim that it did not; though it never worked as well as the front A/C, it kept my kids cool enough). I don't believe I should have been responsible even for the $100.00 deductible on the warranty for this repair, under the circumstances.Desired Settlement: Since the vehicle was due for scheduled services at the same time I brought it in for the repair on the A/C on 25 April 2014, all I want is a refund of my $100.00 deductible, as well as any labor charges for that repair which may have been charged to me. I am not officially requesting a refund of any charges associated with the preventive maintenance that was completed on the vehicle at the same time, though if they have any hope of retaining me as a future customer, they might consider it.

Business

Response:

Initial Business Response /* (1000, 7, 2014/05/19) */

Contact Name and Title: [redacted] General Manager

Contact Phone: [redacted]

Contact Email: [redacted]@lhm.com

[redacted],

Thank you for your request. I am sorry that this process has been a hassle for you. If you would come and see me I will get a check cut to cover the deductible for the repair fo the A/C system repairs as there was an understanding on your part about . Moving foward, I would request that you bring that vehicle back to the Chevrolet store as we are the store that sold it to you I would like to have the opportunity to be the store that services the vehcile. I know our logo says Chevy but we did the reconditioning on that car and I know we can keep it running in tip top condition for you for as long as you drive it! Thank you for the opportunity to fix this problem. I hope you find the solution fair...I look forward to meeting you in the near future.

CHEERS

General Manager

Larry H Miller Chevrolet - Provo

[redacted]@lhm.com

Initial Consumer Rebuttal /* (2000, 9, 2014/05/21) */

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

The response was professional and appreciated, and they have offered to accept my proposed resolution. I see no reason not to accept the response. Additionally, my bringing the vehicle to the Dodge dealership wasn't out of distrust for the Chevy dealership, it was because I assumed Dodge technicians would be better equipped to repair a Dodge vehicle, since the technician at Chevy had failed to find the problem before. I can certainly bring it to the Chevy dealership in the future. Thank you for your response! I'll see you in the next few days.

PS - Considering the circumstances that put us in this situation, you might consider advising your salespeople to put all such agreements on paper whether or not the customer specifically requests it. I should have requested it from the beginning, but I trusted a salesman. I never would have bought the vehicle without his assurance that the problem would be fixed.

My Experience when searching for a car was already frustrating but when I came to Larry H Miller Dodge, Chrysler, Jeep, Ram in Bountiful I found the staff to be very inviting and helpful. The sales representative, [redacted] was a absolute delight. He was very knowledgeable and he was helped me as much as he could in the process. I would recommend this location to anyone that is looking for honesty and going above and beyond for the customer.