Larry H. Miller Volkswagen - Lakewood

Revdex.com and ***,I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meFact and matter is, I am sick and tired of this whole teeth pulling number crunching fight, for something that should've been clear cutThis was not our first car buying experience, and definitely not the first time purchasing a hail damaged vehicleWe are more than aware of how the process works as well as how dealership required the "Delivery & Handling Charge" on every transactionOur main complaint is that this whole dispute started because Larry H Miller could not held up their end of the bargain on delivering a satisfactory fixed hail-damaged vehicle, and ultimately charged the customer for it in various little charges here and thereI understand the dealership did us a great favor for taking the hail damaged vehicle back and letting us take another, but that still does not justify the extra charges, regardless of if the sale price has taken into account of the situation or not as the purchase price of a vehicle is subject to a lot of other factors.I have attached calculation of what we would've paid with the $purchase price of the new vehicle, along with all fees, taxes and what notFirst top half of the page it of what we should've paid for the vehicleCenter section is what we actually paid, less the GAP insuranceAll in all, we are out $548.12, so even with the $that [redacted] is offering, we are still out $Considering we had the car for about days, that equals to roughly $per day of "rental".Still not the most ideal but I am sick and tired of arguing back and forth on this whole ordeal and would like to just move on Sincerely, [redacted]

Hello, I've spoke with the customer and we've addressed his issuesI believe this was just a miscommunication and a dropped ball by our service staffAs of last night we are all good to go, the vehicle will be complete very soon with all issues addressed. thank you *** ***

Initial Business Response /* (1000, 5, 2015/07/21) */
This was a new vehicle that we sold and before we contracted the deal the customer stated to us that both vehicles would be surrendered as we knew that needed to happen in order to obtain financing to the customer that is in an open bankruptcy
When the lender called the customer she told the lender "I will be keeping one of the car" at that point that information was not disclosed to usWhen we sold the car we have the customer sign the state disclosure stating we will charge cents per mile and $a day, the brand new vehicle has miles on it in additition to the car being reported sold to *** becasue the information that we obtained from the customer at time of sale was we then had to pay $to unwind the sale with *** of AmericaIn addition to that the brand new vehicle now has body damage that it did not have upon delivery when we do our delivery processTherefore we are retainging the cusotmers $cash down payment as signed off by the customer for cents per mile, $per day plus damage caused upon returning the vehicleWe as a dealer rarely keep "bailment" money unless we are lied to, or if the car has damage, in this case both things happenedThis will be the second time we have charged bailment and we have refunded several customers back there money due to the dealer not being able to obtain financingIn this case we will not be refunding as there was substantial costs occured
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a lie*** never talked to me about my other vehicle and I stated several tunes to *** that this new car was for my daughter they still never said anything about my other carAs a matter of fact *** when calling me on July 13th to tell me about the other vehicle was the 1st time I heard about even having to surrender my other car or I would have never done the deal in the 1st place*** even said at that time that it was a miscommunication between *** and *** Not meI have a witness to this conversation as well as I have submitted emails to this dealership with pictures of the car on the exact day we bought the car with this so called damage they are claiming to the car as well as requesting my insurance adjuster to go down to the dealership to tell them this damage was not caused by any impact to the carNo response to any of thisThey need to refund my money as they lied to me from the beginning1st by telling me I couldn't even finance a new car and they were showing me *** used cars and theWhen I was going to leave and go somewhere else they showed me the new cars and he said he forgot about those carsAs well as the dealer is responsible for doing a walk around the car and having the purchaser sign off on the walk around this was never donePull the phone recordings of the conversation with me and *** on the 13th of July that will be clear evidence that that was the 1st time I was ever told I would have to surrender the other vehicle and for this dealership to say I lied to themThis needs to be resolved or I will hire an attorney and they will pull these records to show this as well as my witness
Final Business Response /* (4000, 15, 2015/09/17) */
All of the communications is not the issueIt comes down to this, we have signed documentation that states if financing is not approved, you will pay $a day and cents per mile that the vehicle is driven in addition to any damages caused as well as any cleaning charges necessary to be able to resell the vehicle
Final Consumer Response /* (4200, 17, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would have never have signed the documents if they were upfront in the first place about me having to give up my other vehicleI would have never have signed papers with you- As well as I have pictures on the day of the purchase where I did no damage to the car it was already there- According to the *** *** *** *** you the dealer has to prove damages and you cannot- Therefore you are only legally able to keep $of my deposit- I offered to have my insurance agent to go out there and examine the car- you are not an authorized auto body shop- I HAVE pictures on the day I bought the car less then minutes after signing that the car was already like that- you fail to respond to these as well as fail to respond to my request to have my agent go look at thisThe fact of this matter is I would HAVE never signed with you if there wasn't a miscommunication between your sales guy and his managerI would have went elsewhereSo no deposit would have even been given to youSo you should have to give me back my full $due to your misrepresentation of the finanacingThis has been sent to the attorney general as well

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. The $$ was deposited on 8/1/2017Sincerely, *** ***

Initial Business Response /* (1000, 5, 2015/07/30) */
Mr***,
This is the first I have heard on this situation and apologize for the coomunication issuesIf you are not satisfied with the benefit of the vehicle theft registration and its benefits to you then I will be happy to refund you
the $as that is an option that you decided to purchase and sign forHad we known you werent satisfied with the origianl detail of this vehicle we would have sent it back to detail until your satisfaction as we have one of the best detailers in the industry and is certified by *** in detailing and buffing brand new carsThat ebing said it costs me $to detail a vehicle and I would be more than happy to to reimburse you for thatI will just round up and make it an even $as for the first aid kit was this something you were told you were getting? we are not required to have a kit in every car? please let me know if I am missing anything, if not please email me and I will get a check sent to the address you provideI thank you for your business
Initial Consumer Rebuttal /* (2000, 7, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
To whom it may concern,
I am willing to accept a $reimbursement to help offset the cost of paint correction; though my local detailer charges considerably more for this service, I will accept this as a fair compromise for not having return travel to have it doneAs for the first aid kit, it is listed as an option on the Monroney sticker accompanying the vehicleIf this option was intentionally removed from the purchased vehicle I was not made aware that it would be omittedI have attached an image displaying the included optionsPlease use my billing address for payment mailing purposes
Thanks
Final Consumer Response /* (4200, 19, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Undoubtedly the worst car-buying experience I've ever had, this being my 6th *** in nearly yearsNot only was first accepted resolution not settled but the second complaint wasn't eitherThe ** *** checklist clearly shows points #2, #and #as "meets standards" when they should be marked "service required" at bestThe paint had holograms literally all over (didn't even know what they were until I saw them in direct sunlight), aluminum window trim had diagonal etches down the length of rear windows, the two front wheels were badly bent (these were disclosed as repaired due to curb rash but not documented on the checklist) and the car had vibrations & alignment problems as a resultIt's been weeks I've had the vehicle and the dealership has still yet to send any sort of compensationOutright abuse of the official ** *** program to sell poorly reconditioned cars at a significantly higher priceDefinitely will not buy from this dealership again under any circumstances
Final Business Response /* (4000, 21, 2015/09/09) */
The compensation of $has been submitted to my accouting office and the check will be sent to the address we have on file

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,
*** ***

Complaint: ***
I am rejecting this response because: I'm attaching the correspondence from the GAP Insurance company that was completed on/ before the 29th of February I contacted MrJosh Sahr upon receiving the letter indicating that I could contact Larry H Miller dealership to cancel my GAP policy and receive a prorated refund from the date of the vehicle loss On March 17th I received a follow up correspondence from MrSahr indicating that the warranty company had already canceled the service contract and that I should contact them for further reimbursement.Somewhere between the warranty company and the dealership I believe someone owes me a better explanation for the lack of coverage regarding my GAP insurance claim and what happened to the remaining prorated funds on the service contract once it was canceled?I have CC'd the GAP insurance representative for further clarification on the rational for not covering the difference between the insurance settlement and the final payoff.attached is screen shot provided by MrSahr and the GAP insurance claim summary
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/06) */
I am looking into this issue and we will contact the consumer as soon as we review the records
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this is no
resolution
I still have not been contacted by the dealership
Final Business Response /* (4000, 12, 2015/09/17) */
We have records showing this was fixed and completed last month?!

Hello, we have reviewed this deal in detailWhen *** *** came in to pick up the first vehicle (hail damaged unit) I was able to inspect it and agreed it was a very poor repair job, I gave *** *** three options, number a full refund of all money spent and I would take the first car back,
Number I could paint the panels and repair the unit, and third a very good deal on trading it back in and purchasing a brand new never been hailed on vehicle, *** *** informed me that his wife made half the decision and that she would be in shortly, I let him know that I had to go for the weekend to an event and he asked me to take the first option off the table as he "really wanted the car" and that he would offer his wife (*** ***) the latter two options, I agreed that he was free to make whichever offers to his wife that he saw best fitThe next vehicle purchase price, all fees and payments were discussed in detail with my sales manager *** and the ***’s agreed to them and went ahead with the purchaseDue to all the complaints we have received from the ***’s I am shocked that they did not choose the full refundThis deal is final and from the dealership perspective we went above and beyond to accommodate the customer, I am very sorry to hear there is such dissatisfaction with the purchase, especially considering that they choose to go ahead with it in lieu of the refundPlease see agreement on the 2nd unit attached and signed prior to the final paperwork.Thank you*** ***

Initial Business Response /* (1000, 5, 2015/07/25) */
I will be happy to refund [redacted] the money for diagnostic and whatever else he feels is fair. Please email me at your earliest convenience, I do apologize for this matter

This customer filed a claim with the GAP company [redacted] which means we can not cancel his GAP coverage at this time because there is a claim open.  If he is not going to be using his GAP insurance, he is welcome to get that insurance canceled.  As of March 7th 2016 we...

were informed by the GAP company [redacted] that he had filed a GAP claim.  We are happy to get this taken care of with [redacted] if he no longer uses his GAP coverage.

Initial Business Response /* (1000, 5, 2015/06/29) */
I have reached out to the customer and we will be speaking to try to come up with a resolution to this issue. The car was purchased at a seperate location but I am the point of contact for any custoemr issues they may have as the franchise was...

sold.
Initial Consumer Rebuttal /* (3000, 9, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Appreciate the response from the dealership, but no resolution has been reached as yet. Are awaiting email communication as to what our options are.
Final Business Response /* (4000, 13, 2015/08/07) */
Please have the customer email me [redacted]@lhmauto.com

Initial Business Response /* (1000, 17, 2015/08/13) */
I have already responded to this complaint
Initial Consumer Rebuttal /* (3000, 19, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not smoke in the car 24 hours a day. I thought I had...

purchased the car until my attorneys office advised me that I couldn't until the bankruptcy was finalized. $500 is a heck of a lot of money for a weekend car rental. No where on the sales contract did it state I couldn't smoke.
Final Business Response /* (4000, 21, 2015/08/18) */
please see downloaded documents which state $50 per day .50 cents per mile. in addition to the car needing to be in the same condition as it was when sold to you which would include the smoke smell of a brand new car. We will not be refunding any money

Hello, we were very sorry to hear Mrs. [redacted] windshield got a cracked after delivery. Unfortunately we do not warranty windshields, Colorado roads are notorious for causing windshield damage and it is very unfortunate that it happened in such short time after buying the vehicle I'm sure...

that is frustrating.  We have a contract rate of $260 through our vendor and I would offer you a new windshield at cost if you wanted to go with us, also check your insurance you may have glass coverage. Thank you for the business Jason V[redacted]

Hello,  $2000 difference plus fees was the offer we made, we adjusted for any other short comings on discounting the warranty $697 dollars as well, yes the trade value was short $60 and that was factored into the warranty. (We should have gave the $60 more for the trade and made the warranty $1560, end result would have been the same though) The total amount finance on the first unit was $24209.55 (after all fees and the 2k down payment) the new total amount finance is $26924.57 for a net difference of $2715.02, this would have been $2365.02 with the credit for the first gap contract but [redacted] had canceled that prior to coming back in so we were not able to allow for the credit, he will get a check from the warranty company (perhaps already has) $2000 difference plus just tax on that number (8.35%) is $2167,  the $499 dealer fee is mandatory on every transaction, I paid it 4 times last year, I again should have made the offer $2499 plus tax instead of just assuming that you would know the $499 would apply again (how would you know?) but as you can see we set the deal up to what we believe was very fair and you were not charged all of that (as you should have been) That would have been $2499 * 8.35% = $2707. I am very sorry for your inconvenience and for your loss of trust in our dealership, we really tried to do right by you two in this deal. I am willing to concede that $198.02 could be perceive as an overcharge and if it will make you happy I will cut a check for that amount to the lien holder immediately. ($2365.02 -$2167) Please let me know if this is acceptable and I will issue the refund. Thank you [redacted]

Revdex.com and [redacted],I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Fact and matter is, I am sick and tired of this whole teeth pulling number crunching fight, for something that should've been clear cut. This was not our first car buying experience, and definitely not the first time purchasing a hail damaged vehicle. We are more than aware of how the process works as well as how dealership required the "Delivery & Handling Charge" on every transaction. Our main complaint is that this whole dispute started because Larry H Miller could not held up their end of the bargain on delivering a satisfactory fixed hail-damaged vehicle, and ultimately charged the customer for it in various little charges here and there. I understand the dealership did us a great favor for taking the hail damaged vehicle back and letting us take another, but that still does not justify the extra charges, regardless of if the sale price has taken into account of the situation or not as the purchase price of a vehicle is subject to a lot of other factors.I have attached calculation of what we would've paid with the $22800 purchase price of the new vehicle, along with all fees, taxes and what not. First top half of the page it of what we should've paid for the vehicle. Center section is what we actually paid, less the GAP insurance. All in all, we are out $548.12, so even with the $198.02 that [redacted] is offering, we are still out $350.10. Considering we had the car for about 10 days, that equals to roughly $35 per day of "rental".Still not the most ideal but I am sick and tired of arguing back and forth on this whole ordeal and would like to just move on.
Sincerely,
[redacted]

Initial Business Response /* (1000, 11, 2015/10/30) */
I have reached out to the customer to see if I can help her get into something more safe and realiable