Larry H. Miller Chrysler Dodge Jeep Ram 104th

Initial Business Response /* (1000, 6, 2015/12/02) */
We have an appointment set up for Ms. [redacted] on December 8th to take care of her recall issues. We will be able to provide her with a rental car while hers is in for repair. Unfortunately any discussions of a buy back of her vehicle must be...

started with Chrysler. If she would like to contact them about a buy back she can call (XXX) XXX-XXXX which is Chrysler Customer Care.
Initial Consumer Rebuttal /* (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 dealership. I 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 12/8/2015. The representative did not send my complaint in to qualify under lemon law. This 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 6 months. Also 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 dealership. Additionally, if my previous attempts to get the car in for repair 6 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 law. I 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 resolution. I will continue to contact Chrysler as I do not feel that my complaint will be read or addressed.
Final Business Response /* (4000, 14, 2015/12/24) */
Larry H Miller has done the recalls that were required by Chrysler. The transaxle park rod recall was an inspection only and no problem was found. It passed inspection and no repair was needed. The power distribution center electrical connecter was replaced per that recall. After the recall was done the vehicle was not starting so we are working with Chrysler to resolve that issue. Ms. [redacted] has been given a car to drive so that she is not without transportation. Any discussion of her vehicle being purchased back would have to be done through Chrysler. She can call their customer care center at XXX-XXX-XXXX.
Final Consumer Response /* (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 21 consecutive days, 22 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 issue. I will continue to seek further resolution with the Chrysler groups arbitration department.

We have scheduled an appointment with Ms. Moore for Dec. 12th to have her concern of a fluid leak addressed and repaired.  We will also assist her in getting a new vehicle, but for the vehicle to be bought back or any other assistance it must be addressed by the manufacturer.

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.

Complaint: [redacted]
I am rejecting this response because:   Give me the contact person at Larry H Miller and I will physically bring them the mailers I am getting.   It has the name Larry H. Miller... the address for Larry H. Miller... the phone number for Larry H. Miller...   so it seems like it's from Larry H. Miller.   
Sincerely,
[redacted]

[redacted] had come to our store on multiple occasions looking for a [redacted] was in fact very specific in what she was looking for and we exhausted every effort to assist in finding that perfect van at the perfect price. [redacted] the General Sales Manager was involved from the second visit with [redacted]...

[redacted]. In reference to ordering the vehicle [redacted] brought up ordering but was reluctant because of the time it takes for the vehicle to arrive. At this point we extended our search to include in transit out of state [redacted]'s. We had found two that she agreed she would take, however it did have an option she didn't need or was willing to pay for, the DVD headrests. We offered to reduce the price down to reflect a zero cost of the DVD headrests. Mean while we had gone ahead and ordered a van that had the interior she originally requested. Tine reached out to [redacted] saying that she was tired of waiting and that multiple stores had told her they had the exact vehicle and she gets there to find out it wasn't the case. She said to [redacted] she will take the lighter interior as long as it does in fact come with the interior protection plan. We did Honor everything we agreed to including the price and the warranty. As for the pricing concerns we did in fact honor EVERYTHING that we said we would and that is why she purchased from us on January 10th. The price that she was being offered from [redacted] is [redacted] this was with the 2500 rebate, the price we gave her with the 2500 rebate was 42396. The vehicle that was being offered at the other store didn't include the DVD.s, our did. that was a difference of 1496. These numbers were exactly what was agreed to over the phone right down to and including the additional interior protection warranty. When referencing the items discussed and disclosed in the finance office we have multiple sheets including a full menu disclosure that goes over all of the information and pricing. She chose to take advantage of the discounted warranty package. This included our interior and exterior protection plan, maintenance and service contract. After the fact when she called in concerned about the price of the warranty she was offered to cancel the warranty and get a refund. Tine said that she wanted to keep it and not cancel it. There was no Bait and switch we up held everything we agreed to and disclosed everything that was sold to her and all associated information.

Complaint: [redacted]
I am rejecting this response because:This complaint dealt only with extremely excessive time Larry H Miller Truck Center took to fix my truck, not the other allegations.  Furthermore, their statement about the 3rd party's conclusions is false.  He has not finalized his report as of yet and as far as I know has not made a final determination.  As far as using another shop for basic maintenance, I don't know why one should pay Larry H Miller's exorbitant prices for what has proven to be slow, sloppy service.  Yes I did finally get my truck back but as usual it was not complete when I picked it up.  Of course, it had to be taken back into the shop to finish the job correctly.  Too the original issue, the repairs took more than two weeks longer than promised and according to Larry H Miller's statement this processes was extended because there was a possibility of litigation.  Let me get this straight, LHM intentionally took longer to complete this job because they were covering their mistakes/possible mistakes.  In essence Larry H Miller cost me money (rental vehicle and lost wages) for the sole purpose of getting their ducks in a row.
Sincerely,
[redacted]

[redacted] obviously did not read through our response which clearly explains the process we were following by Chrysler the manufacturer. Nothing we say or do will change her perception of what we have explained. If she elects to further pursue, we stand  behind exactly what happened with work performed and bottom line she elected not to have us repair the vehicle and had the work performed at [redacted]...

Complaint: [redacted]
I am rejecting this response because:The work performed at your shop. [redacted] in [redacted] only performed diagnostic. Vehicle was transferred to Larry H Miller for Repair. Larry H. Miller [redacted] performed engine replacement. Picked up  replaced engine with a bad that had to be replaced again. The vehicle first in broke less than three months of purchase. We purchased vehicle on November 17 2016, had oil change done at Larry H. Miller [redacted], [redacted] in February 2017. By the end of February, we noticed noise, contacted [redacted], towed there and was diagnosed. They found engine damage from broken timing belt. Directed by [redacted] from TCA warranty to transfer to Larry H. Miller for diagnose.  March 9, Larry H Miller performed another diagnosis and informed that engine need to be replaced. Replacement completed, car picked up on March 24. We were informed the repair would only take 1 week. We had to pay for 2 weeks extra of rental car since warranty only pay up to 6 days. A day after we pick up, vehicle started making noise and had some leaks. Called shop on Wednesday March 29 to request drop off. We dropped vehicle on 3/30. 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 again. Dropped vehicle on April 6 for repair. Contacted shop on April 10 for repair status  and was informed by [redacted] that Larry H. Miller 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 26 that repaired was done. We have not pick up the vehicle since. It’s still at Larry H. Miller shop until we have a resolution from our complaint. We were not given registration paper at the time of purchase until we find at registration that the purchase price was much higher. We 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 amount. The 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 back. It broke down less than 3 months of purchased.
Sincerely,
[redacted]