Larry H Miller Automotive

In response to consumer complaint, we have reviewed your
file and have determined that the account will fall off your credit in October
2015. This date is years from the Date of First DelinquencyOnce an
account becomes current form being past due/Late the Date of First Delinquency
gets removed and will not be posted to the credit report unless the account
goes past due/late again. The account was brought current in August
and giving the Date of First Delinquency October 2008. The account does
not go off of when you booked/contracted the loan with Prestige
Financial. Lyron F* is welcome to reach out to Kacee P***
Compliance Specialist at Prestige Financial with any further questions or
concerns. MrsP***’s direct number is ***.
Please feel free to let me know if you have any questions or
concerns with this response to the consumer
Kacee
P***
Compliance Specialist
Prestige Financial Services, Inc
A Larry HMiller Company
[ T ] ***
[ F ] ***
GoPFS.com

Dear Mr***, I am, again, very sorry that you are not happy with
the service you received. We are dedicated to provide exceptional service with each customer. I am aware of the complaint that you had and we offered to have the vehicle towed into our service department. We are happy to honor the maintenance package that you purchased. Unfortunately, this amount will not be refunded. Please feel free to contact me if you have any questions. Troy B***General Manager###-###-####

If you could please let us know which dealership specifically you are working with we will be happy to look into the situation. Thank you

I'm sorry
to hear you're having an issue with one of our dealerships Unfortunately I’m
not able to rescind a contract. You will need to contact the General Manager of
the dealership directly to look at what options are available to you at this
point
Thank
you,Sami
W***Executive
AssistantMiller
Automotive Operations

To whom it may concern, I'm sorry to hear about your experience at one of our Larry HMiller DealershipsThere are many factors that come to play when seeking a lender to pick up a customer's loanEvery lender is different, and require different stipulationsIt sounds like the lenders were
willing to take the loan, but with a different criteria than the original contract which is why the dealership tried putting you into a different vehicle, and why the payment would have went upI'm sorry we were unable to find you a vehicle that suites your needs, and that it was a painful process for you. I hope you will give us a second chance in the future Thank you, Julie D***

Complaint: ***
I am rejecting this response because: This was not an answer, it was just a response for their failure to follow thru with a title for my truck in a timely manner, do to the fact they did not get a title till at least may or a clear title in may, I nor the finance company had not received the title till the end of October, their neglect in telling me the situation and lack of their following up with their end, caused me not to be able to use my truck and still had to make payments on a vehicle I could not useThe fact that they felt necessary to register it in Utah and pay the sales tax is not my fault, I told them from the begining I would pay NY sales tax because I was moving their, unbenoiced to me at that time that I was not suppose to pay tax because I was not a resident of NY yet, also I feel this was known by the dealership that I did not have to pay plus NY is not a reciprocating state, which I found out by motor vehicle and called and told Ashley thisWhy were the plates sent in the end of Oct and dated for April when I purchased the truck.When I contacted the dealership I was always told the information was in NY, I also made contact with Wells Fargo if they had received the title because they have the lean on the vehicle and they had not received anything, the dealerships neglect to provide the right information to the purchaser is totally unacceptable!!!
Sincerely,
*** ***

Contact Name and Title: ** *** General Manager
Contact Phone: ***
Contact Email: ***@lhm.com
this customer failed her bank interviewAlso she changed employement before the deal fundedWe could not obtain financing for her without getting additional info from the customerThe
customer would not contact us back nor return the vehicleWe were forced to file a police report and report the car stolenWe have finally located the vehicle in californiaThis customer to this day has not contacted the dealership or returned any phone calls

***,This is a
complaint that would need to go directly to ChryslerI believe it is their
escalation team that you are referring to and it would be them who would handle
any replacements and/ or extended warrantiesPlease let me know if you have
any questions
Thank you,
Sami
W***Executive
AssistantMiller
Automotive Operations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, *** ***
Sincerely,
*** ***

To whom it may concern, The customer’s trade in was the deciding factor to not make the deal on the vehicle in questionBecause customer’s trade had a poor car fax, they could not get the numbers where the customer needed them to be to make a deal happen without losing a significant amount
of moneyWhen the conversation in between the two parties got uncomfortable, the employee did bring up the poor surveys, but never once said this is the reason they wouldn’t sell the customer the vehicleThe employees involved do agree they could have handled the conversation and the customer’s emotional responses differently, and assure me they will do better in the future Thank you, Julie D***

To whom it may concern, The customer's vehicle was back at the dealership last ThursdayThey are doing the best they can and have done all they can do to make this customer happyThe dealership will keep working to do so Thank you, Julie D***

To whom it may concern, We understand where the customer's concerns are coming fromWe have handled the dealership matter internally and the customer will need to communicate with the insurance company in order to resolve this matter Thank you, Julie D***
*

Mr***,I apologize for the confusion but as stated by Mark, the $gift card and full tank of gas would have been honored had you purchased a vehicle. Thank you,Sami

Mr***, So that I can look into your issue, will you please provide me with the name of the specific dealership you're referring to in your message? Thank you,Sami W***

Mr***, We apologize for your frustration, but at this time we do stand behind the dealerships decisionAny further issues will need to be discussed with the dealership directly Thank you,Sami W***

To whom it may concern, The customers did not qualify for the set stipulations by the lender in order to seek fundingThe dealership has agreed to reimburse the customer their $2,which will be available for pick up later this afternoonThank you, Julie D***

Revdex.com:Andrea L***,YES,Miller Hyundai Peoria AZThank You,*** ***###-###-####
Sincerely,
*** ***

Complaint: ***
***,
Thank you for your timely response. I appreciate the fact that you stand by your employees’
decisions. I am sure that this
helps to maintain a feeling of unity and support within your company which I am
sure is appreciated by your employees I am also equally confident that on occasion you are forced
to interact with dishonest individuals who would seek to force your company to
repair damage to vehicles for which your company is not responsible. I would think that is inevitable and is
an unfortunate fact in your business.
However, an unfortunate side effect of your company policies is that in
certain situations you are going to offend customers who are not dishonest and
you will end up treating these customers in a manner which is going to leave
them feeling dissatisfied at best and absolutely cheated at worst. I believe that we are unfortunately
“collateral damage” of your company policies and the failures of certain
employees and are victims of the worst case scenario described above. Here is a summary of how your company
failed to meet our reasonable expectations in regards to the repair of our
vehicle:
We brought in our vehicle for warranty work and
were promised that our vehicle would be ready at a certain time that day. When we returned to pick up our vehicle
you failed to keep your promise, inconveniencing us overnight
2. When
we returned for our vehicle the next day and later discovered that some of the
warranty work still had not been completed and we were forced to return the
vehicle to the dealership.
When we returned home from our second visit we
discovered that our truck had been damaged in two different ways. The radio antenna was broken and there
was a dime size paint chip, down to the metal, on the driver’s door. And while we understand that you may
disagree and assume that we are being dishonest, we are absolutely confident that the damage in question occurred during
the time your dealership was in possession of our vehicle
When we spoke with *** *** to try and
resolve our concerns we were informed that he would no longer be of assistance
to us. And while he claimed to
have photographic proof that we were mistaken as to when the damage to our
vehicle occurred, he refused to provide us with a copy of the documentation and
informed me that I would just have to take his word on the matter. The dealership refused to resolve our
concerns in any manner at that point
We were also led to believe that if we pursued
the matter further and it was eventually revealed that an employee had failed
to follow company policy by failing to report damage that this employee would
lose his/her job and that somehow we would be responsible for this outcome. While this may be a great company policy
to prevent dishonesty from employees, we fail to see why this information
should ever be shared with a customer?
We can only conclude that this information was conveyed to us in an
attempt to guilt us into dropping our requests. This employee policy conversation occurred at three separate
times involving Mr*** and *** ***: (i) once between Ms***
and my husband; (ii) once between Ms*** and myself; and (iii) finally
once between Mr*** and myself
Finally, on March 11, 2015, my husband had to
spend his lunch hour to pick up the truck for the third and last time because
Mr*** and Ms*** requested it be done swiftly. The reception he received upon arrival
was less than cordial as Ms*** informed him she was not allowed to help
him or talk to him in any way other than to give him the keys to the truck. She reluctantly showed him the grainy photograph
that was suppose to conclusively demonstrate the company’s position in our
matter, which he believed did not show what she purposed it showed. Though she said she would email that
picture, later she called and refused to provide him with a copy. She also implied that the dealership
would cover the labor only to fix the broken antenna if I would remove the
negative comments I posted on the company website.
At this point we realized that we were no
longer “customers” of the dealership, but were being treated as adversaries of
the dealership. It was clear to us
that the sole desire of the dealership at this point was to get us out of the
dealership as soon as possible. Mr***’s associate was told not
to speak with us At this
point we realized that the possibility for any positive outcome of our
interaction with the dealership had effectively ended. We did not terminate the discussions,
the dealership terminated the discussions, in what we believe was very
short-sighted thinking. We
believe that this final interaction represented the truest indicator of the
corporate character of this dealership
What this situation comes down to is easy for me to sum
up. If in fact your clear assumption
that we are dishonest (or perhaps mistaken) individuals is correct then you
acted wisely in saving the company from having to pay for repairs for damage to
our vehicle that were not caused by your company. This still would not explain the failure to keep your repair
time promise, the failure to actually perform the work which you had agreed to
perform during the first visit, nor would it explain the offensive behavior we
encountered, but it would perhaps have been a just result and perhaps there are
worse things than losing a dishonest customer
However, if you are wrong and we are simply honest people
who received very poor customer service, then your company has treated us very
unfairly and it is us and not you who have been damaged and cheated by this
interaction. While we
have no reason to believe that you will believe us now as you have not believed
us before, we are confident that we have been wronged by your dealership and
that your customer service has been far below any reasonably acceptable
standard in this instance. While
you may not like or appreciate the negative feedback on your website or with
the Revdex.com, not only is it justified in our opinion, it would be dishonest of us
not to report it. We are honest
people and believe we have an obligation to warn others when we believe such a
warning is justified. Again, we
recognize that you may not believe that your company acted badly in resolving
our concerns, but we may simply have to agree to disagree on this point. Perhaps to prove our point, though we
never demanded any repairs be done, we no longer intend to seek any further
redress for our grievances from your company. Some damage simply cannot be repaired and we are reconciled to our damages at this point. If you choose to modify your company
policies to prevent occurrences like this in the future that is up to you, if
you do not, I think you simply have to accept the fact that negative feedback
will be a fact of life for your company.
If you don’t want to be accused
of poor customer service you can simply choose not to engage in it. It is also unfair to ask us not to
report our just grievances and concerns to other people. As for us, we have learned our lesson
and will never again choose to allow you to treat us the way we have been
treated in this instance and we will take our future business elsewhere.
Respectfully,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Mrs*** purchased an as is/ how is vehicle from our dealership. After looking into the issue, our general manager of that location made the decision to complete the needed service as a one time goodwill gesture towards the customerThis issue has been resolved.Thank
you!