Larry H Miller Automotive

Jack,I'm sorry to hear that you are having an issue with one of our service departments. If you could let me know the exact dealership you've been working with I will be happy to contact them directly and see what we are able to do as a resolution to this matter.Thank you.Andrea...

L[redacted]Executive AssistantMiller Automotive Operations

To whom it may concern, When the vehicle was finally recovered, it had damage to the quarter panels. The damage was sever enough to depreciate the vehicle, and the dealership had to use the customer's deposit to repair the vehicle. The customer will not be receiving their deposit back.Thank you, Julie D[redacted]

Complaint: [redacted]
I am rejecting this response because: Larry H Miller, Jeep Cryhsler Bountiful Ut
Sincerely,
[redacted]

To whom it may concern,  Below is the dealership's response to customer's complaint.  The customer came to Larry H Miller Toyota on October 6th for a Brake...

system flush on Repair Order [redacted].  The customer had knowledge that the fluid in the brake reservoir was contaminated at that time. He stated that there was power steering fluid in the brake reservoir. After the brake flush was completed the technician noted on the repair order that the system was flushed out as much as possible.  When a brake system is contaminated the results are the same: all of the seals in that system need to be replaced. The only thing the brake fluid flush did was allowed that system to operate for a few more months until the seals were no longer performing as they were designed   The vehicle was towed to the dealership on January 23rd requesting the dealership to inspect the brake system components stating that he thinks we damaged the system with the brake flush and accusing the technician of intentionally damaging the system. The Service Drive manager told the customer that the contamination is what destroyed the seals on the braking system prior to the brake flush  The customer was offered the option to use after-market parts and was offered a discount on the labor.  However the quote is still at around $3600.00.  He declined to have the repair done.  Thank you, Julie D[redacted]We are not willing to replace these components as they were already in the process of being destroyed before we did the brake flush on the vehicle.  The parts would have needed to be replaced regardless if we did the brake fluid flush or not.

To whom it may concern,  The dealership is offering the customer 27,512.00 for the trade in value. The customer also has the option of accepting the $2600.00 refund even though the leather has already been installed on the vehicle. Installing a factory back up camera is not an option because it is not available. What has previously been presented to the customer is fair and just, and no additional compensation will be considered and respectfully reject the customer’s demand to arbitrate. Thank you, Julie d[redacted]

To whom it may concern,  I cannot address the customer's claim without knowledge of which Larry H. Miller Dealership this is regarding. We have over 60 dealerships. Please provide the name and exact address of the dealership. Thank you, Julie D[redacted]

Complaint: [redacted]
I am rejecting this response because:I have emailed the person I was told to email.  No response, no email reply’s.  The local dealership I have spoken and been told that the service manager does work on the Saturday’s.  And it is funny that the parts manager is the one that talked to me about correcting the mix up and that he and the service would call and speak with my wife about when I could get the car in for the factory recall, correcting the service that was done incorrectly, and using this error as a training exercise so it would never happen again to any other customers.Phone call never happened, email has not been responded to, car still is not fixed and you need to read the entire complaint.I called to complain about what happened.  We will get it corrected, may we speak with your wife to set this up?  Yes you may.  Okay sir we will call on Monday.  No call.Push complaint further.  Still nothing.  It is simple,  I asked for service, denied that service on the day I scheduled so that LHM could do everything at once.  They spoke with my wife about the rescheduling on October 30th and told my wife they would hold my appt if I did not want to have everything done at once.  Wife called back to let them know that I would keep my appt for Nov 4th and they needed to speak with me about the other things that they wanted to do.  LHM informed her that they cancelled my Nov 4th appt and rescheduled my oil change, cabin filter change; I did not schedule or request this, and the factory recall for Nov 11th.I gave you a chance and brought my vehicle in.  I got the wrong oil change and I was told that I refused the factory recall.  The only service I refused was the cabin filter change.  My wife also called Nov 10th to confirm the Nov 11th appt for the oil change and factory recall.Your local Larry H Miller screwed up, your local Larry H Miller denied service for their convenience; not mine.  Your local Larry H Miller manager lied to me and my wife.  You keep repeating the same crap and the problem is not being fixed.Address the problem and solve it.  I did not make the mistake, I did not reschedule for my convenience, I did not change my service request order.You were quick to take my money, provide crappy service and half [redacted] job, then lie to cover it up.
Sincerely,
[redacted]

To whom it may concern,  Please see attached documents. Customer has been working with the dealership, and concerns are resolved.  Thank you, Julie D[redacted]

Mr. [redacted],The check for $3817 will be cut on the 3rd and sent to the bank that day. Thank you.

[redacted],I am sorry to hear that your experience was not the one you had hoped for.  While we are able to negotiate pricing for our customers once a contract leaves the dealership for a lending institution it is completely up to the lender to decide the terms of a contract.  They are the ones...

that decide what they will and won't fund, the interest rate and payments.  We realize it can be a frustrating situation and we certainly will do what we can to accommodate our customers as best we can during this process.  As far as any additional repairs on the vehicle you will need to contact the dealership directly.  We leave our dealerships and the decision regarding those stores up to them and he would be the one that would need to decide if they are in a position with the vehicle to do any additional repairs.  You did not state the exact dealership it was that you purchased the vehicle through but if you can I would be happy to get you his information.Thank you.Andrea L[redacted]
Miller Automotive Operations

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]

To whom it may concern, I need to confirm which dealership the customer's complaint is regarding. Can you please confirm which of the following dealerships this complaint is regarding?  1. Larry H. Miller Ford Lincoln Draper 2. Larry H. Miller Super Ford Salt Lake City 3. Larry H. Miller Ford...

Lincoln Provo Thank you, Julie D[redacted]

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. Thank you for your help to resolve this matter. 
Sincerely,
[redacted]

To whom it may concern,  I need to know which Larry H. Miller Dealership the customer's complaint is regarding. Please provide the name and address of the location as there are 60 dealerships in our company.Thank you, Julie D[redacted]

Complaint: [redacted]
I am rejecting this response because: It took about 4-5 Months to get this response. I paid insurance for the car. Are you guys going to give that back? I paid about $1200 in insurance because you guys didn’t get the response in time. You guys should be held accountable. Worst customer service. 
Sincerely,
[redacted]

To whom it may concern,  The dealership has brought Mr. [redacted] in the store to go over his issues with the dealership and all were fixed.   The dealership resigned him with a lower sales price and fixed his name to read correct as we had his middle name as his first.  He...

was happy when they finished up, and all should be well. Thank you, Julie D[redacted]

Joseph,I am sorry to hear that you've been having a poor experience with the dealership.  If you are wanting to trade the vehicle back in you will need to contact our General Manager at the Hyundai location.  Each of our dealerships is left up to or General Managers and the decisions...

made for those said dealerships are up to them.  The General Manager at that location is William K[redacted] and his direct line is [redacted].  Thank you.Andrea L[redacted]
Executive AssistantMiller Automotive Operations

Complaint: [redacted]
I am rejecting this response because: This is not a response. I have spoken to Mr. C[redacted] and he is not addressing the issue. Do they not have a record of this conversation? I explained the issue to Mr. C[redacted] but I don't think he was listening. According to Mr. D[redacted], the items listed in the desert protection package were on my vehicle and even though I did not pay for them Mr. D[redacted] stated they would stay on my vehicle as part of the purchasing deal. Only after I investigated this issue did I find that the wheel locks and tailgate lock was not on my vehicle. I understand that a tailgate lock cannot be put onto a Rav4 but this dealership did not know it until I pointed it out to them. I am due compensation as these items should have been on my vehicle as listed or not listed at all.
Every RAV4 listed on Larry Miller Toyota's website at the time of my purchase listed the two above items as part of the desert protection package. How many of these packages have customers paid for and did not receive the entire package as listed? Again I have a saved screen shot of the website listing these two items as they have now removed them.
Sincerely,
[redacted]

I have spoken with our General Manager Lance and he and his customer relations manager have replied below.  We believe the dealership disclosed the appropriate information to the customer and we are not encouraging Lance to offer any reimbursement to the customer.The
morning of August 26th the customer sent in a lead request regarding
a Used Black 2015 Toyota 4Runner Trail Premium Package that we had on the
lot.  A little while before he showed up to the dealership, the vehicle he
had sent the inquiry in for was sold to another customer.  There were two
salesman involved in this deal.  The salesman who met with him asked if he
would be interested in looking at our new inventory.  He told the salesman
he would if the new one was Black, Trail Edition and Premium Package.  He
never requested the vehicle have KDSS as one of the options.  It just so
happened that we had a 4Runner in stock that fit his requirements.  The customer
looked at the vehicle and test drove it.  He told the salesman that he had
a price from [redacted] and wanted to know if we would match it.  The
customer used his phone to pull up and show the salesman the price he had been
given.  Salesman talked to the Sales Manager who agreed to the price and
the vehicle was purchased.  Later, the second salesman delivered the
vehicle to him.  He told me that the customer pulled the Monroney Sticker
from the window and then he cleaned the window after that.  He is 100%
certain this happened because this is part of his process of delivering a
vehicle.  Customer left with the vehicle that night.  The next day,
customer came back to square up his down payment.  He needed to bring in a
credit card for his money down and didn’t have one on him that night so we let
him come back with the down.
Two
days later, the salesman who delivered the vehicle texted the customer to see
how everything was going with the new vehicle and to see if he had any
questions.  Customer texted back that everything was good.  Two days
after that, customer texted salesman that there was a problem.  He said he
just noticed the vehicle didn’t have KDSS.  Salesman was shocked by this
as KDSS had never been discussed.  He texted customer that they had never
talked about that option or the suspension, period.  Several times during
their text chain, customer referenced an MSRP of $41,230 but then was confused
by the Monroney Sticker which stated the MSRP to be $39,615.  Salesman
told customer he didn’t know where he was getting the $41,230 MSRP from since
the vehicle we sold him was always $39,615.  He sent customer a picture of
the write-up he signed with the MSRP listed as $39,615.  Both salesmen
involved in this deal insist that KDSS was never mentioned, requested, or
discussed.  What customer did specifically request was that the vehicle be
black, Trail Edition and have the Premium Package.  Customer was given
everything he asked for.  Additionally, he only paid for what he asked for. 
With an MSRP of $39,615 we charged him $[redacted].  Besides the $[redacted] discount
for the vehicle he bought, we gave him $2,000 more for his trade than [redacted] was offering.  If he had asked for a Trail Edition 4Runner with the
Premium Package with KDSS (a $1,750 option), we didn’t have a black one
available, so we couldn’t have accommodated him.  There was nothing
deceptive about this transaction.  The customer simply overlooked asking
for one of the options he was looking for.

[redacted],I am sorry that you are having an issue at our Hyundai dealership.  As a group we appoint a General Manager at all of our locations and the decisions for those dealerships are at the General Managers discretion. You will need to get in contact with either our Service Manager, [redacted]...

[redacted] regarding your issue of contact [redacted] who is the General Manager. I can not guarantee that they would cover the cost of the repairs for free but it would be up to them to make this decision. Thank you.[redacted]Executive Assistant-Miller Automotive Operations