Larry H Miller Automotive

[redacted] ,I'm sorry that you've had an unpleasant experience with one of our dealerships. Any monies that you would like to be compensated or reimbursed for would come directly from the dealership. Our dealerships are ran by our appointed General Managers and it would be his decision if... this was a possibility. You will need to contact Jay C [redacted] at ###-###-#### to further discuss your options at this point. Thank you.Andrea L***Executive AssistantMiller Automotive Operations

To whom it may concern, Customer has reached out via Facebook instant message regarding his experienceThe dealership has made attempts to call the customer, however the customer is not available via phone during business operating hours, and has requested they do not discuss the matter with his wifeWe have requested the customer to reach out to Rick D***, the service manager, at rd***@lhmauto.com in order to go over the customer's visit and attempt to resolve the complaint.Thank you, Julie D***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Greg G [redacted] Thank you, Revdex.com for all your help with this I finally received the title to my vehicle

Complaint: [redacted] I am rejecting this response because:The response from the business contains many fabricationsThis goes hand in hand with the way this transaction was conducted by the business.Here are the details of fabrications being represented by the business:"He told the salesman he would if the new one was Black, Trail Edition and Premium Package" I never said any such thingI did come to look at a used Trail Edition and Premium Package and as far as I understood that vehicle had the KDSS SystemWhen I arrived the vehicle was in a dealI went to leave the dealership and as I was getting in my car the salesman came running out of the dealership and asked me to wait around for minutes to see if the deal actually went throughWhile I was waiting I test drove a TacomaI returned to the dealership and told them that I was not interested in the TacomaThe salesman asked me to wait for another minsAfter mins or so the salesman came back and said he had pulled up a new runner that was identical to the one I had come to look atI test drove it and it seemed fineAfter the test drive we went into the dealership to talk about numbersAt that time I asked if they could match the [redacted] price and I gave them the quoteThe quote clearly states that the vehicle they were going to match had n MSRP of $41,and an sales price of $38,930, the email also had a complete listing of the options they were to match I have attached both documents to this message It is my belief that the salesman and finance team knew full well that the vehicle they were trying to match and the vehicle they were selling were different but at no time did the salesman disclose that the vehicles had different options or had different msrp'sI also believe that the salesman had an ethical responsibility to state that the vehicle they were selling did not match the one in the quoteNo customer would ask a dealership to sell them a vehicle with less options for the same price as a vehicle with more optionsIts absolutely preposterous to even suggest such a thing."He never requested the vehicle have KDSS as one of the options"This is also a fabricationWhile test driving the vehicle the salesman had selected for me, we talked about the Crawl,A-Trac and multi terrain options that came with the vehicleI asked how they were tied into the KDSS system, the salesman stated he was not that knowledge able on that optionThe salesman never said that the vehicle did not have KDSS."Later, the second salesman delivered the vehicle to him He told me that the customer pulled the Monroney Sticker from the window and then he cleaned the window after that He is 100% certain this happened because this is part of his process of delivering a vehicle"This statement is an out right lieThe second salesman removed the sticker from the vehicle and put it inside the owners manual, I had just bought a band new vehicle its the dealerships responsibility to clean the vehicle up before delivery not the customersThe second salesman had the lot attendants cleaning up the vehicleThis statement is a very very good example of the deceptive nature of this transactionI've purchased brand new Toyota's in the past and it is never the customer responsibility to remove delivery stickers and have the vehicle cleaned prior to delivery, this is not even standard practice on a used car lot."Salesman was shocked by this as KDSS had never been discussed"This is also a fabricationAs stated above, while test driving the vehicle the salesman had selected for me, we talked about the Crawl,A-Trac and multi terrain options that came with the vehicleI asked how they were tied into the KDSS system, the salesman stated he was not that knowledge able on that optionThe salesman never said that the vehicle did not have KDSS."Several times during their text chain, customer referenced an MSRP of $41,but then was confused by the Monroney Sticker which stated the MSRP to be $39,615"Another fabricationAgain as stated above and included in the attachments the MSRP of the vehicle they were matching was $41,230"If he had asked for a Trail Edition 4Runner with the Premium PackagewithKDSS (a $1,option), we didn’t have a black one available, so we couldn’t have accommodated him"And this statement highlights is the dealerships motivation for the deceptivetransactionThey knew they were giving me a different vehicle to what they were supposed to be matching and instead of being up front and honest about the difference they were only concerned about getting a sale."we gave him $2,more for his trade than [redacted] was offering"Again another fabrication [redacted] s offer for my trade was $10000, Larry Millers offer was $On the paper work it says they gave $That's a $difference, the amount of the missing optionAll they have done is moved the numbers around to make it look like they were giving more when in actual fact they were giving lessIf the transaction had been an honest one I would have received a 4Runner Black, Trail Edition and Premium Package with KDSS for $as stated in the attached quote and $for my tradeThe salesman new I would not go anywhere near an offer for $for my trade so they concocted this deception just to get the sale."He sent customer a picture of the wrihe signed with the MSRP listed as $39,615"This may be the biggest falsification yet and completely proves the deception employed in this transactionI have attached a copy of the supposed write up document they sent meClearly it has been tampered with and falsifiedHere re the list of issues with the document The date on the document states 8/27/when the sale was actually 8/26/so it was generated after the sale The mileage states when it was as listed on the sales contract as The hand writing of the salesman date does not match the salesman signature The date next to my signature lists 5/26/ Sincerely, [redacted] ***

To whom it may concern, The customer signed the credit application giving authorization to the dealership and lenders to run their creditThe included features (Bluetooth and Back up Camera) are not removable, and the customer had a clear knowledge of that at the time of purchaseThe additional items the customer has mentioned are also properly disclosed on the contract, and have been re-explained by the finance manager on November 13th As a gesture of goodwill, the dealership addressed the customer's Bluetooth concerns due to the poor manufacturer survey the customer submitted shortly after the purchaseThe dealership will not be buying the vehicle back from the customer, as we cannot see anything out of line in terms of documentation and disclosure Thank you,Julie D***

Hedger,I have spoken with our General Manager Jay C [redacted] who has said there is no scratch protection ever just dent and ding If the scratch is through the paint it would be for his car insurance However, if you contact him directly he will be happy to look into this matter further for you and work out a resolutionThank you.Andrae L***Executive AssistantMiller Automotive Operations

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

Complaint: [redacted] I am rejecting this response because: The response from the dealership is completely unacceptable and demonstrates that LHM is engaged in reprehensible, unethical business practicesSimply put - LHM took advantage of my wife, ***, in my absence LHM’s Service Advisor convinced [redacted] that over $ in unnecessary maintenance was required LHM performed needless maintenance that is unsupported by Toyota’s Maintenance Schedule and is totally inconsistent with the mileage, age, and usage of our Prius VAnother Toyota Dealership has confirmed that is indeed the caseFurthermore, it is inexcusable that LHM management fully supports its Service Advisor’s unscrupulous actions and Toyota’s Customer Experience Center defers this matter back to LHM without recourseIt is a complete breach of our confidence.Consequently, we will never use LHM Maintenance Services again, and we would never consider buying another vehicle from a LHM dealershipAlthough we are mostly satisfied with the Prius, we are seriously considering not purchasing a Toyota vehicle again due this utterly negative experience and the resulting dissatisfaction and frustration Since LHM refuses to refund our money or to make any concession whatsoever regarding this deplorable event, we are compelled to communicate their appalling practices to all who might benefit from such caution Sincerely, [redacted]

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

Julia,You will need to contact our General Manager Jason H [redacted] for further information regarding a refund He is the General Manager of the Provo location and he would be the only one to be able to submit any sort of reimbursement for you

[redacted] contacted our office and I had Greg, our Senior Vice President over this particular dealership reach out to her To my knowledge, this issue has been resolved If [redacted] has any further questions or concerns, she can contact Greg directly at ###-###-####Thank you,Sami W [redacted] Executive AssistantMiller Automotive Operations

[redacted] , I am sorry that this has been an ongoing issue for you. Unfortunately, the decision to reimburse and monies would be up to our General Manager Jay C***. We do not reimburse through our corporate office that comes directly from the dealership. Again, you will need to contact Jay C [redacted] for any reimbursement.Thank you.

***,Thank you for reaching out to us about your experience at Larry HMiller, I apologize you are dissatisfiedI have reached out to Scott H [redacted] , the General Manager of that location concerning your issue It is my understanding that he is handling it internally at the dealership and has been in contact with you Thank you!

[redacted] ,I am sorry to hear that you've had an issue with our Larry HMiller 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 againThank you[redacted] ***Executive Assistant Miller Automotive Operations

To whom it may concern, When the vehicle was finally recovered, it had damage to the quarter panelsThe damage was sever enough to depreciate the vehicle, and the dealership had to use the customer's deposit to repair the vehicleThe customer will not be receiving their deposit back.Thank you, Julie D***

***,Again, I am sorry that you are not satisfied with my previous response however after speaking with the dealership we still feel at this point we have offered a fair resolution to your issue Should you choose to buy the antenna the dealership will be happy to install it without any additional cost I understand the your frustration with the issue and again if you are willing to meet with [redacted] and address the issue you are welcome too At this time we feel that the dealership has offered a fair solution that is within reason Thank you[redacted] ***Executive Assistant

I'm sorry that you had a poor experience with one of our dealerships We certainly appreciate you letting us know about your situation so that we can address it with our general manager and he can handle it with his staff Unfortunately, because you have stated that you have seeked out legal action in this matter I will need to cease any further communication and all other inquires would need to be addressed by our general counsel.Thank you.Andrea L***Miller Automotive Operations

To whom it may concern, [redacted] did come in to the dealership with a mailer and his first point of contact was Mike G***. He told Mike if we could match his payment of $259 on a Santa Fe he would buy it. The staff showed the customer some vehicles and they landed on a Dodge Journey.... When the customer left, his payment was $266 due to his purchase of an extended warranty, GAP insurance, and a maintenance agreement. Service has him scheduled to come in and get the extra key. and Doug W [redacted] talked to him about the products he bought, and offered to cancel them all, but the customer declined. Thank you, Julie D***

This is an issue that needs to be directed to the dealership and the General Manager [redacted] [redacted] is aware of the situtation and will be the one that needs to handle this issue going further You need to contact him directly to work on a resolution for the issue I cannot guarantee anything that the dealership would be able to do but this decision is up to our General Manager at this point.Thank you[redacted] ***Executive Assistant - Miller Automotive Operations

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]