Larry H. Miller Chrysler Dodge Jeep Ram 104th

The repairs needed to get the headlamp repaired were denied by the manufacturer warranty because of the condition the parts are in The customer attempted to replace the bulb himself We do not know how the door went missing allowing water to get in the connector or exactly how the connector broke, but both conditions are consistent with improper installation, had the door been missing since purchase or shortly after as the customer stated to us, the bulb and connector would have stopped functioning long ago due to corrosion It would only take a few weeks to a month during the winter with the chemicals used to treat the roads for the corrosion to build up like it did Also it is typically Improper installation of the bulb that results in water and rust inside the headlamp assembly as there was no other damage or cause and they are sealed units except where the bulbs are installed We have been in contact several times and have tried to help getting coverage assistance We were in contact on 3/28/and we as a dealership offered to cover half of the cost of the repair in good faith for being a loyal customer and to also continue to see if we could get the repair fully covered by the manufacturer as well The customer declined our offer of assistance

Initial Business Response / [redacted] (1000, 6, 2015/12/02) */ We have an appointment set up for Ms [redacted] on December 8th to take care of her recall issuesWe will be able to provide her with a rental car while hers is in for repairUnfortunately any discussions of a buy back of her vehicle must be started with ChryslerIf she would like to contact them about a buy back she can call (XXX) XXX-XXXX which is Chrysler Customer Care Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called the Chrysler hotline as recommended from the dealershipI will not accept the response or close the case until a full resolution has been provided Representative from the hotline advised she would reach out to the dealership per policy to get further details and placed me on hold Dealership told the representative the differential will be addressed, transmission will be looked at, and the drive shaft will be addressed an the drive shaft completed at the appointment on 12/8/The representative did not send my complaint in to qualify under lemon lawThis is understand, however, all of the issues in my original complaint remain (which also addressed that the car was going in for repair regardless)My requests for service were ignored and mishandled for monthsAlso that these major issues with the car are of large concern for how the vehicle will continue to perform, especially given comments made to me while at the dealershipAdditionally, if my previous attempts to get the car in for repair months ago would have given the dealership sufficient time to address the issues, resolve any residual problems or reoccurring issues that may have qualified the car under lemon lawI have not been given the proper opportunity to have my car repaired and inspected in a timely manner The representative said my complaint would be filed, but there is no assurance anyone will contact me for further resolutionI will continue to contact Chrysler as I do not feel that my complaint will be read or addressed Final Business Response / [redacted] (4000, 14, 2015/12/24) */ Larry H Miller has done the recalls that were required by ChryslerThe transaxle park rod recall was an inspection only and no problem was foundIt passed inspection and no repair was neededThe power distribution center electrical connecter was replaced per that recallAfter the recall was done the vehicle was not starting so we are working with Chrysler to resolve that issueMs [redacted] has been given a car to drive so that she is not without transportationAny discussion of her vehicle being purchased back would have to be done through ChryslerShe can call their customer care center at XXX-XXX-XXXX Final Consumer Response / [redacted] (2000, 16, 2015/12/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) As the vehicle will not start and the defect continues, I have sought arbitration with Chrysler for a buy back as the vehicle has been kept for consecutive days, total for this issue this may proceed into a Lemon Law buy back The dealerships service department has done what they can for the time being and is now reliant on Chrysler corporate to aid them in resolving the technical/mechanical issueI will continue to seek further resolution with the Chrysler groups arbitration department

Unfortunately there was a funding delay on this vehicle and the payoff was not made until we were funded There was also an additional delay as we had two check signors that were out of town at the same time and all checks require two signatures We have forwarded the payoff to [redacted] and followed up with a letter stating that the delay was not the fault of the customer We also spoke with [redacted] this afternoon 8/23/letting her know the payoff had been made

It is unfortunate that [redacted] does not feel that his vehicle was fixed in a timely enough mannerWe did our best to diagnose and repair the vehicle as time efficiently as possibleWe had to bring in parts from different areas of the country to repair the vehicle and can only move as quickly as we receive the partsIt is also unfortunate that [redacted] elected to take his vehicle from our Dealership to have maintenance work performed by [redacted] rather than our Chrysler Certified Technicians, at which was indicated by the 3rd party inspector to my Service Director that the damage appears to be related to a lack of lubrication which would have resulted from the last place that worked on his vehicle which was [redacted] who didn't fill his vehicle up properlyI have had my Service Director and Service Manager and Top Master Certified Technician all personally involved in trying to satisfy [redacted] and we have done everything we can for him

The vehicle has been repaired and was inspected by customer and manager at time of pick up for satisfaction and the oil change package that was purchased was submitted for cancellation at the customer's request. The refund may take 6 to 8 weeks to process and receive the check as it is through a third party company.

[redacted] has made a number of attempts to reach this customer and resolve the situationHe has tried to call and text [redacted] a number of times and each time the attempt went un-respondedHe then started communicating with ***’s husband [redacted] In response to fixing the bumper, [redacted] communicated to the customer that the bumper was ordered and on its wayOnce the bumper got here [redacted] had it taken to the body shop to have it paintedOnce completed [redacted] contacted the customer to schedule a time to have it installed As for tint and mask the appointment was originally for Tuesday 6/28/16, however was then rescheduled for 6/30/and then was finally completed on 7/7/The timing issues was due to a text message errorThe error happened when a text was sent to the customer stating “the 10th and mask” instead of “the tint and mask”, thus resulting in the customer thinking it was to be don’t on the tenth of JulyOnce the error was discover [redacted] immediately reached out to the customer and set up an earlier date to complete all the work All of the concerns stated were in fact completed on July 7th

I have left messages for her to get in contact with myself to cancel and refund the contract per her request

After reviewing the repair order and work done on the vehicle it does show that all items were addressed. If there is still an issue with the compass after replacing the mirror we would be happy to address that. The vehicle was dropped off after hours in an unsecured part of the lot and... pulled into the shop for diagnostics the next morning. When the customer arrived to pick it up he had already been out to the vehicle on the lot, removing the R.O. tag placed in the vehicle without our authorization. He brought that tag up to the service advisor asking why his keys were not in the car. At that time there was no mention of any damage to the vehicle. His vehicle was brought up to him with no mention of damage again. He states that his girlfriend followed him home and called him telling him about the damage, but he did not turn around and come right back immediately. He called and said he had just picked up his vehicle and it was damaged and I asked that he bring it back to look at, not realizing he was so far away. After looking at the damage in person it was obvious that the vehicle had been damaged 4 or 5 different times. He also did not show us any pictures of it on our lot when it was dropped off showing that the damage was not there prior to bringing it in for service. From time to time door dings and damage does occur, and we are always committed to taking care of the customer and doing the right thing for the customer, but having a car with 4 to 5 different issues on 3 different areas of the car (driver’s door, passenger rear door, upper deck lid, and lower rear fascia) with no other vehicles or property found to have any damage and no one reporting any incidents would not be possible. The policy, which was agreed to and signed by Mr. [redacted] when he dropped his vehicle off states that we are not responsible for loss or damage to vehicle or articles left in the vehicle in case of fire, theft, or any other cause beyond our control. Whatever happened to Mr. [redacted] ’ s vehicle is unfortunate, but is not our responsibility.

Complaint: [redacted] I am rejecting this response because:The work performed at your shop [redacted] in [redacted] only performed diagnosticVehicle was transferred to Larry H Miller for RepairLarry HMiller [redacted] performed engine replacementPicked up replaced engine with a bad that had to be replaced againThe vehicle first in broke less than three months of purchaseWe purchased vehicle on November 2016, had oil change done at Larry HMiller [redacted] , [redacted] in February By the end of February, we noticed noise, contacted [redacted] , towed there and was diagnosedThey found engine damage from broken timing beltDirected by [redacted] from TCA warranty to transfer to Larry HMiller for diagnose March 9, Larry H Miller performed another diagnosis and informed that engine need to be replacedReplacement completed, car picked up on March We were informed the repair would only take weekWe had to pay for weeks extra of rental car since warranty only pay up to daysA day after we pick up, vehicle started making noise and had some leaksCalled shop on Wednesday March to request drop offWe dropped vehicle on 3/We picked vehicle on March 31, informed that a hose that was not installed correctly and loose was fixed April 5, called shop to informed that vehicle was making noise and had leak againDropped vehicle on April for repairContacted shop on April for repair status and was informed by [redacted] that Larry HMiller shop was given a bad engine and had to replace it again We had to pay rental out of our pocket until [redacted] texted me on April that repaired was doneWe have not pick up the vehicle sinceIt’s still at Larry HMiller shop until we have a resolution from our complaintWe were not given registration paper at the time of purchase until we find at registration that the purchase price was much higherWe found that we were charge for body work coverage as well as some other additional coverages added that we were not agreed upon that all together added to higher total price to the loan We went and spoke with [redacted] at Larry H Miller Thornton ph [redacted] and was promised that it will be cancelled and adjusted to the loan amountThe most recent statement does not show any adjustment We demand: All additional coverages beside Mechanical and powertrain coverages that we requested to [redacted] to be canceled be processed.Be compensated for all expenses we have to paid for having extended repair time.Take the vehicle backIt broke down less than months of purchased Sincerely, [redacted]

I have agreed with Mr [redacted] to reimburse him for the cost of a dash cover he purchased We are also setting up an appointment to repair a transmission leak for him

We have forwarded the information to the [redacted] Area Manager and the Service Manager with follow up with her and with [redacted] to make sure she was contacted

Initial Business Response / [redacted] (1000, 6, 2015/05/30) */ [redacted] 's part order was placed with [redacted] and the dealership was given a delivery dateThat date was changed a couple of times by [redacted] and then cancelled by them due to no part being available for that year modelWe have worked with [redacted] and found a part made by another company that repaired his vehicle

We have spoken to the customer prior to this complaint and explained that the tint and mask, paintless dent repair and the appearance protection were signed and negotiated by the customer as part of the sale. After a conversation with Mr *** on 2/23/we agreed to remove the
appearance dent repair package and to refund his money to him. There were cars purchased which the refund would be on both cars. He agreed to that and I felt all was resolved. I feel possibly this complaint was written prior to my conversation with Mr *** so I hope we have restored his good faith

I had to buy another vehicle to be able to be safeI drive everyday for my job I can't have a car that is leaving me strandedI can't pay for cars

Final Consumer Response /* (2000, 7, 2015/08/19) */
I filed complaint #XXXXXXXX on Friday August 14th, Subsequent to that filing on Monday August 17th, I wrote correspondence to Larry HMiller corporate officesI received a response by phone in minutes from *** *** ** Vice President
Larry HMiller Dealerships showing concern and was told he was forwarding my correspondence to *** *** General Manger of their Thornton DealershipI was told my vehicle would be put to the front of the line for serviceBy 10:AM they had diagnosed my vehicle problem and were ready to move forward with repairsI was contacted by their service manager later in the day informing me that repairs to my transmission had been completed but they needed to keep the vehicle a little longer to test drive and continue troubleshooting the reported electrical issue
I then received a call from *** ***, Thornton Dealership General Manager letting me know they were doing everything to get my vehicle completed and back to me ASAPHe asked if there was any other concerns and I said yes, I would like them to help out with my rental car expenses since my vehicle wasn't seen and diagnosed on Friday when I had a scheduled appointmentHe agreed to offset some of the rental car expense
I was able to pickup my vehicle on Tuesday August 18th, after repairs were completedThe dealership compensated me for of the day rental car expense as a deduction on my invoice
I was impressed with the rapid response provided by Larry HMiller management personnel who appeared genuinely interested in resolving my concernsI was assured that they were not only wanting to resolve my concerns but they were also making a concerted effort to expand their Thornton Operations by purchasing nearby facilities to service RAM Trucks and relieve some of the pressure from their dealershipThese new facilities were suppose to be available in the next days
Neither *** *** or *** *** made excuses for the delay in me receiving scheduled service and assured me this was the exception and not the norm and that they were correcting any short comings in the future
I am satisfied with the resolution provided by Larry HMiller and glad to be back in my *** ***

We have attempted to contact *** *** several times and have not been able to get in touch with him We beileve this concern is against another dealer and not us, as he is not in our system

Ms***, When you brought your vehicle in to be serviced by our certified technicians it was discovered in our initial progression of diagnostics that whoever previously serviced your vehicle had over filled
your transmission which causes the fluid to aerate which can cause severe transmission damage over a period of time. We performed the diagnostics according to the manufacturer, Chrysler as required for shifting issues. Replacing the entire transmission fixes a lot of issues, which in most cases is not needed. You stated that the transmission shifted worse after you got it back from us, which would be further indication that we were on the correct path, as all we did was change the fluid and filter and then set the fluid level. If your transmission failure wasn’t caused by the fluid level then the service we performed would have had no impact on the shifting. Also, when we performed the service we inspected the pan and magnet for excessive or abmetal that would indicate an internal failure, but found no reason while doing the service to recommend transmission teardown. All of our technicians are certified by Chrysler and can perform diagnostics and repairs on all Jeep transmissions. Unfortunately we were not able to fit you in right away due to other customers that have been previously scheduled to get their vehicles in to be repairedThat time frame did not work for you and you elected to take it to a 3rd party non Chrysler Certified shop, and whatever work was performed by them is out of our control and between you and whomever you elected to perform the work on your vehicle and in regards to any warranty work or deductibles

In my years in the Automotive Business this is one of the most rude and abusive customers I have ever come acrossHe told us he is a Drug Dealer(Marijuana)I have never spoken to or met the woman he is referring tooThe scenario is this guy came barging into my office on a Saturday when
he verbally ***aulted my Service Drive Manager *** *** who became scared and threatened by this guy who continued to swear and be belligerent to him so he brought him to my office at which time I brought in my General Sales Manager *** *** to help contain the situation so I have witnesses that viewed the entire situationThis guy who is not even a customer(the woman is) so I don't know what the relationship is between the twoSo as he proceeded to yell at us saying h that they did not purchase a vehicle from us but needed service work done and that they needed a Rental vehicle and we Rented a vehicle to them a Town and Country Front wheel Drive Vehicle which was the last one we had in Rental Service Stock availableSo he proceeded to Yell swear and go crazy that he was unsafe during a major snow storm that just had hit (the one that shut down DIA when nobody could drive in those conditions) and he wanted his Rental car money back because he couldn't get back over the mountainThe Town and Country is a very safe brand new Mini Van which is front wheel drive and does very well under snowy conditionsSo back to in my office he wanted a refund for the minivan rental which there was no reason to refund him due to the fact we performed the service work they requested with no issues and he wanted to utilize the one rental car we had availableSo as he continued to threaten and swear at us I tried to interject at times to find out what happened and ask questions so I could process the information and ***ist him as best we couldWhen we told him we were not refunding the money he went crazy saying his girlfriend or friend and I Quote "Has Money coming out of her ***" HE SAID THAT(and I have two witnesses)!and that she could buy vehicles here and now is going somewhere else to buyI proceeded to tell him I am sorry to here that and I had to ask him to leave and he proceeded to be obnoxious and yell and swear in front of customers on a busy Saturday at which point we proceeded to contact the police and he jumped in his vehicle and speeded awaySince that point I received a threatening text from him while I was at home on a Sunday when we are closed and I just responded that I hoped everything worked out for him in Steamboat and that if he didn't barge into their GM's office yelling and threatening and swearing that I am sure they would be willing to work with him and to have a nice dayI have now received a threatening voice message from him at my office "Threatening to take my *** out back and beat my ***" and all sorts of other swearing garbage and threatsI have saved the message and if you listened to this message you would be appalledIf this person tries to contact us again or tries to come in we will be contacting our attorneys and the policeWe are having no further conversations with this lunatic and I feel he is a dangerous individual

We would like to see the information that Mr *** has. We do not release customer information

We are currently working with him on resolution. He is currently working on a deal to trade out of the vehicle