Larry H. Miller Colorado Chrysler Jeep

Complaint: [redacted] I am rejecting this response because: First off when talking to the company a month ago they acted like was the burdenThey did not want to physically take the paperwork to the dmv with two days left until I told them I would sueThen because they failed to do there job right the first, second then finally third time; I had to take an unexpected day off wotk in order to get the vehicle registered before it could not be drivenThe customer service provided to was below standard, the respect I received was lower than I have ever received from any companyAnd now a full two months later they respond to this post saying they resolved it? unbelievably sour taste in my mouth worst experience buying a vehicle I have ever had Sincerely, [redacted]

The original date of the lease for our customer was 6/11/The Dealership was sold to Larry H Miller on 6/6/I mention this only for the purpose of apologizing to our customer as we were involved with new systems, processes, and formsThe clerical mistakes that were made were more of a function of the overall change than it had to do with any intent or incompetencyWhen I reviewed the documents from the original Lease Agreement that was signed on 6/11/compared to the new Lease Agreement that was signed on 9/01/216, I did see that we were not able to provide the additional service contract that our customer purchased for $This was due to lender qualifications and had nothing to do with the dealership choosing to remove this additional warrantyAlso, by removing the additional warranty the amount owed was also reduced by $so our customer is not paying more for the [redacted] without the additional warrantyWhen we had our customer resign the lease on 9/01/2016, the original purchase price that she agreed to on 06/11/was also reduced in her favor due to lender qualificationsOriginal price that she agreed to pay was $36,760.00, the final price that she signed for on 09/01/was $35,for a net reduction in her favor of $1,The lender also changed the terms of the lease from months to months which our customer agreed to and signed on 9/01/2016.Since the vehicle is a lease and not a purchase, the customer has a few options now or at anytime prior to the maturity date of the lease to trade it in for a new vehicle of her choice, sell it privately, or buy out the lease and turn it into a purchaseBy choosing to buy out the lease, the service contract that she purchased originally for $can be added back in at that time pending approval from the lenderI would gladly honor the price of the service contract at the time she decides to buy out her leaseIt was described to me by the finance department here that she intended to keep this vehicle after the lease was up which was why she purchased the additional service contract on 06/01/2016.As a good will gesture, I would like to offer to pay for half of her registration fees for the ***.We sincerely apologize for the clerical mistakes that were made during a time of transition from one ownership group to another and feel our response to this complaint is appropriate at this time

We apologize for our customers frustration and will gladly take care of the $as a good will gesturePlease have the customer contact me directly @ *** Thank you, *** ***

Based on the initial information that was stated in the prior responseIt was never said that he was approvedThe sales person didn't have any idea that he wasn't going to be able to take the vehicleThat is and was a decision made by the finance department after they received the information from the bank stating that he wasn't approvedI apologize for not being able to get you approved with less money downWe always go into every deal the same way with us trying and doing everything we can to get the financing approvedIn this case we were unable to obtain financing

I understand fully your frustrationAs a company we do stand behind our response and will honor the 10% discount as stated!

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

After reading the response I have to refer back to the attachment on the original response to the complaintThat attachment does show that the recall was performed in February of and that the communication about the issues did occur months following the recall being performedAnd this complaint is months after the recall was performedWith all this being said the Dealership is still willing to assist in helping the customer resolve the situation. Our assistance would be to discount the labor to reprogram the key down to employee price, which is cost plus 10%. If this is something that you would like to take advantage of please let us know and we will facilitate a time to have the work completed

I apologize that we were not able to perform your recallNo one has lied to you at allIn fact while preparing your vehicle for the recall, the vehicle next to it had the side airbags and air curtains deploy after the new recall part was installedLuckily no one was injured when this happened,
and luckily it happened before the vehicle was returned to the customerWe immediately contacted *** *** (tech assistance) and were directed to not perform any more of these recalls until further notification. As of 5:40pm on 8/31/we have been directed to continue performing the recall on models requiring part number ***, and to set aside all of our recall part numbers *** Your vehicle requires part number *** This has nothing to do with the color of your skinIn fact we have called and canceled dozens of these appointments regardless of the customers ethnicityWe do have a list of customers who’s recall appointment was canceledSince your vehicle was actually in shop and about to have the recall performed, you are the first on the list Again, I assure you this had nothing to do with discrimination, race, or ethnicity, and everything to do with safety

We as a dealership have done all that we can doThe issue that has come up is not one that you would catch under a used vehicle inspectionThe issue only happens under extreme conditions when it is very cold. The vehicle is however under the manufacture warranty as well as the customer
purchased a service contractWe have been the middle man between the customer and the *** dealership trying to help resolve the problemThis is a manufacture problem and we have advised the customer to go directly through *** to get the situation resolvedShe is refusing thatWe tried to trade the customer out of the vehicle, however we were unable to come to terms At this point the customer need to reach out directly to *** and have them under manufacture warranty fix the vehicle

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me only if the dealership can provide the exact total cost to complete the work order.
Sincerely,
*** ***

After speaking with my shop foreman, *** *** I was able to verify that the ignition recall does not affect the WCM (wireless control module) which reads the key, and keeps the vehicle from starting if the key has lost its program or is programmed wrong, not programmed at all, or is
being stolenIn addition to that the recall was performed February 5th, on RO ***, the millage at the time was 85,Per the Revdex.com complaint the problem occurred months after this recall was performed in November of and now months after the problem had occurred this complaint is being filedThat is a total of months after the recall was performedWith all this being considered I do not feel that it is the dealerships responsibility, nor do I think there is any connection with the recall being performed that caused the issues in which the customer is having

After reviewing all the facts and information as well as meeting with all the individuals that were part of the situation that are still here, I have found that we did in fact drop the ballFor that I am very sorry! You were also told very wrong information; *** is not the GM nor was he a
sales managerI am the General Manager (*** ***) and have been since May of this yearAgain I am sorry for those actions, he is no longer with the company so I have no way of getting the information from himGoing by everything that I can and have been given, I do show that we sent in a check to your financing bank, that check was for the What we are willing to do is cut you a check for the difference of plus the amount that went to interest not principleIn order for me to do this I would ask that you get something from the financial institute showing what dollar amount went to principle and what went to interest so we are all on the same page and I can cut you a check for the right dollar amountI would also ask that we check to see if the following payment was credited directly to principle with no interestI ask this because it is possible that when we paid the money it went towards the payment due at the time thus having interest hit it, and then when you made your payment it was all principle, resulting in some credit towards that principle dollarOnce we have this we can then get the check cutAs for interest I understand the frustration however the dollar amount in which you mentioned is the total for the whole loan not on the With that being said when you calculate the interest just on the it will be less than dollars for that period of timeIn wrapping all of this up, once I have the information from your financial institution I can and will have a check cut for the difference plus the dollar amount not put to principle

Since the original service date of May 22nd there have been a number of communications/accusations that have occurred with *** ***All of which came from her coming in stating that we broke and/or altered her vehicle during the recall and service on May 22ndThese accusations include
but are not *** to, breaking the window regulator, scratching her window film, swapping the wheels out, breaking buttons in the vehicle such as the air recirculation and AC button, causing the side mirrors to change color due to deoxidization from the elements, cutting the shifter knob and causing issues with the transmissionAll of these items have been brought to us over the days following the date of service at multiple times with multiple peopleWhen the original complaint was brought to us we as a company made a decision to take the high road and fix the items *** brought to usThe window tint (though the possibility of us damaging it makes no since), the shifter knob being cut and the air recirculation button being brokeWe normally on a vehicle built in 2004, would get refurbished partsWe looked for and order the shifter knob that way and had to get a new part for the button. In this case when we brought that to *** she was not happy with that at all and requested that we get her new partsWe then did just that and ordered her new parts to replace the parts we said we would replaceDue to the age of the vehicle and the specific parts we were requesting it took time to get them inDuring all of this once we said we would fix those items *** continued to return various time to exceed at least different times stating we damaged or altered multiple itemsKenny, Matt and I all explained each time how the items *** was talking about were never touched or altered when we did the recall/serviceMany of the items were as extreme as the outside side mirrors and wheels on her vehicleAs a management team we sat down and discussed the full situation and decided that the best thing we could do, based on the fact that she is accusing us of damaging/altering many items on her vehicle and continually being told she cant trust us, was to get the parts in and give her a check to have the vehicle fixed at a different locationWe did just that and got the parts in and cut the checkWhen *** came in the last time we explain that since she cant trust us and feels we have done so much wrong that we have her parts and a check for her to take the *** *** *** to any location and have the items installedShe said, "No that isn't going to work" We restated why we are doing it and that it isn't an optionThe best thing for both of us is that you move on to a different location of your choice and get your vehicle serviced and fixed thereShe got mad said no and walked awayAfter completely reviewing this complaint, all the facts within our systems and sitting down with everyone listed within the complaint and associated with the servicing of this vehicle we stand behind our decision*** *** needs to take the parts and check to a facility that she can trustWe do have the check and parts ready to be picked up at any point!

We originally spoke to Ms*** on 10/16/17. She had called in to ask about options of what she can possibly do with her vehicle. She explained that she purchased it from us several months ago ( March 17, 2017) and has had problems with the vehicle. First I explained that
she could always private sale the vehicle, trade it in, or sell it to us for our inventory. Further speaking to her, I asked if there was anything I could do to help with repairs within our shop. She thanked me and hung up. Next, on 10/23/17, it was brought to my attention that a customer was upset because they were waiting all day for service to inspect her vehicle. I approached the customer and found it to be Ms***. She had scheduled a service to have the vehicle inspected for us to purchase the vehicle. Service had been busy that day, and it took a while for her vehicle to be inspected. Finding this out, I ran to service to check the situation. Aaron was the mechanic looking at her vehicle at the time. He stated that even for the age and mileage of the vehicle, it was in great shape. Immediately, I took the vehicle to Ms*** so she could go about her day. In speaking with her, I explained that the value of the vehicle is $5000, but based on her situation that I would give her $to accommodate her due to some of her troubles. She told me that she would get back to me, and left for the day. On 10/I received a phone call from Ms***. She was aggravated that I had not given her a value on her vehicle. Confused, I pulled up our appraisal system, and reiterated with her the values that we had discussed previously. She said that this whole situation has made her stressed and put a financial burden on her. She then requested that I just purchase the vehicle from her. I agreed that I would, as long as she was willing to pay the difference of her current payoff. At the time we spoke she owed approximately $15000. Reviewing her previous deal further, I noticed that she had purchased an extended warranty and gap. I explained to her that we can cancel some of those products to discount the current payoff, if that might help. She was still upset and demanded that we purchase the whole contract back. Explaining to her further that she originally purchased the vehicle for $in March, and the values have dropped in the months that she has owned the vehicle. She said that she was going to call me back. 11/4/17, she called in and spoke to *** ***, the internet sales manager. Then I noticed her in our showroom. Speaking with ***, he said that he had spoken to her and she was bringing the vehicle in for us to purchase. She then left her vehicle here and said that she would be back to finish the paperwork. She then called me and I explained that we have not received the cancelations on her warranties, so we don’t have an adjusted payoff yet. She told me to call her and let her know once I found out. The vehicle was here for two weeks due to the time necessary for the warranty company to complete the cancelation. She called me on the week of 11/13. She asked why we have paid off her vehicle. I told her that we have not officially purchased the vehicle until she was able to pay the difference so that we might obtain the title. She explained to me that her bank was calling and she had no intentions of paying the difference, so she should just come and pick up the vehicle. Of which she did

Dennis and Eric informed him that we do not have an approval for him, that Dennis needed to work on his deal with Bruno on Monday and that we could not let him take the car tonight.  He had no money down that night, nor was the person co-signed on the trade...

present.  Dennis told him that he would have him sign a bill of sale and purchase agreement.  Dennis brought him into his office and had him sign the bill of sale explaining to him that the form would hold the Jeep so that it was not sold while we worked on the approval. Dennis had him sign a purchase agreement explaining that this was to verify the numbers that he had agreed to.  At no time did anyone ever tell him that he had an approval, that everything would be good, or that the [redacted] was his.  Dennis showed the deal to Bruno on Monday morning and he agreed with his assessment, and he asked Dennis to submit the deal.  Dennis submitted the deal to one lender to get an idea if there was anything there, and it was immediately turned down.  Dennis then took the deal back to Bruno and he submitted to a few other lenders strategically as we do with all deals that we need to get an approval on. Looking at the system, it appears that the customer has come back on multiple occasions trying to purchase a vehicle with the same result of us not being able to get him bought. As well as gone to our sister store on 104th and was given a similar response and not able to purchase a vehicle. This applicant has had his credit pulled at least 46 times in the last 8 months, based on his CBR’s, prior to the pulls that were done by our store with the signed credit application.  In addition to all of the above information the final decision to part ways and end all efforts in trying to find a bank to approve the deal, was the customer stating to Dustin the sales manager, "that he would like to drive his vehicle through Larry H. Miller’s showroom."  The call happened and is recorded in our system on 9/6 @ 9:13 A.M.

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]

It is my understanding that the paperwork needed to obtain the license plates has been at Arapahoe county as of 10/13/16. I tried to reach the customer by phone to inform. I apologize for the delayed response.

Complaint: [redacted]
I am rejecting this response because:
I truly don’t  want to deal with the back and forth anymore.I sinceley do not have the time to work with ally to print out statements and etc.I have a high balance loan and I believe interest  with the $1499.00 would not be $20.00.I honestly feel offended with the response. I feel like I am being brushed off again. please have your staff figure out what’s owed. I am kinda done at this point. I will never purchase here again. We have a signed agreement and that was not fulfilled If I agreed to give a down payment and it passed 30 days, I am sure the dealership would of been breathing down my neck. Sincerely,
[redacted]

Complaint: [redacted] "Customer brought vehicle in 1/31/18 for Check engine light being on, and the M30 recall. The check engine light was due to the electronic park brake release being pulled by the tow truck driver. We reset that at no charge. The recall was to reprogram the PCM and TCM (powertrain control module and transmission control module) and thought that may cure the customers concern about it not shifting into gear. " My response: This is a condescending statement. The check engine light was on prior to having the car towed. The car would not go into reverse, and I was told that the M30 recall fixed the issue. I am unfamiliar with the "FCA protocol", but it seems reasonable that I would have been notified during my initial appointment that the software fix might not correct an existing mechanical problem. The valve issue should have been identified during the first visit. "Travis called the customer and informed her that it would be around $1580.00 for parts and labor. Also informed her that we had to order the parts and they would be 5-7 days out. She approved the work. I told her I would call her when the parts came in. Actually called her brother because she told me to ([redacted]) got a hold of him Monday and told him the car will be done that day, Tuesday the 20th." My response: It is true that the repairs were approved on 2/13. However Travis did not communicate any timelines for completion and he did not tell me that it would take 5-7 days for the parts to come in. I called at least 3 times that week without any response. My boyfriend (not my brother) called the sales department on 2/17 and they transferred him to Harlow. Harlow reviewed the issue in the system, and he could not find any information regarding the status of the repair. He apologized several times for the fact that no one had returned my calls and promised to escalate the issue. Travis finally called on 2/19 stating that he was out with the flu. While, I can empathize with his illness, it seems that someone should have taken ownership for following up with his customers in his absence. The 10% discount does not address my issues of lost time due to the recall, the misdiagnosis of the problem, towing fees, or the cost of obtaining alternative transportation. Based upon the tone of the dealer response, I do not expect management to take responsibility for a customer service failure that could have been avoided. I will pick up my vehicle this evening, but it is unlikely that I will do business with this institution in the future.Sincerely, [redacted]

In no part of the response did they explain why they had me put my personal belongings into the vehicle they said was going to be mine nor did they explain why they had their paperwork already in my vehicles windows which I still have  they had everything set in my car so they could prepare to sell it they completely wasted my time and prior too them running my credit has nothing to do with 8 months ago I am worried about how I was treated and how I was told the car was mine at the prices I agreed to as long as I brought my cosigner on my old car in to sign off on it and my 1000 down Larry h Miller has dragged me through the dirt numerous times and I can not seem too get away from them till this very day I have a salesperson from the lhm ram Havana harassing me to come buy a car from them I’m more then furious at this point just due to the fact they made me place all of my belongings in there vehicle then put it all back in mine on top of wasting three hours of my time just to basically belittle me due to a low credit score 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]