Larry H. Miller Chrysler Dodge Jeep Ram 104th

Unfortunately there was a funding delay on this vehicle and the payoff was not made until we were funded.  There was also an additional delay as we had two check signors that were out of town at the same time and all checks require two signatures.  We have forwarded the payoff to...

[redacted] and followed up with a letter stating that the delay was not the fault of the customer.  We also spoke with [redacted] this afternoon 8/23/16 letting her know the payoff had been made.

The vehicle has been repaired and was inspected by customer and manager at time of pick up for satisfaction and the oil change package that was purchased was submitted for cancellation at the customer's request.  The refund may take 6 to 8 weeks to process and receive the check as it is through a third party company.

After reviewing the repair order and work done on the vehicle it does show that all items were addressed.  If there is still an issue with the compass after replacing the mirror we would be happy to address that.  The vehicle was dropped off after hours in an unsecured part of the lot and...

pulled into the shop for diagnostics the next morning.  When the customer arrived to pick it up he had already been out to the vehicle on the lot, removing the R.O. tag placed in the vehicle without our authorization.  He brought that tag up to the service advisor asking why his keys were not in the car.  At that time there was no mention of any damage to the vehicle.  His vehicle was brought up to him with no mention of damage again.  He states that his girlfriend followed him home and called him telling him about the damage, but he did not turn around and come right back immediately.  He called and said he had just picked up his vehicle and it was damaged and I asked that he bring it back to look at, not realizing he was so far away.  After looking at the damage in person it was obvious that the vehicle had been damaged 4 or 5 different times. He also did not show us any pictures of it on our lot when it was dropped off showing that the damage was not there prior to bringing it in for service. From time to time door dings and damage does occur, and we are always committed to taking care of the customer and doing the right thing for the customer, but having a car with 4 to 5 different issues on 3 different areas of the car (driver’s door, passenger rear door, upper deck lid, and lower rear fascia) with no other vehicles or property found to have any damage and no one reporting any incidents would not be possible.  The policy, which was agreed to and signed by Mr. [redacted] when he dropped his vehicle off states that we are not responsible for loss or damage to vehicle or articles left in the vehicle in case of fire, theft, or any other cause beyond our control.  Whatever happened to Mr. [redacted]’ s vehicle is unfortunate, but is not our responsibility.

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]

The repairs needed to get the headlamp repaired were denied by the manufacturer warranty because of the condition the parts are in.  The customer attempted to replace the bulb himself.  We do not know how the door went missing allowing water to get in the connector or exactly how the...

connector broke, but both conditions are consistent with improper installation, had the door been missing since purchase or shortly after as the customer stated to us, the bulb and connector would have stopped functioning long ago due to corrosion.  It would only take a few weeks to a month during the winter with the chemicals used to treat the roads for the corrosion to build up like it did .  Also it is typically Improper installation of the bulb that results in water and rust inside the headlamp assembly as there was no other damage or cause and they are sealed units except where the bulbs are installed.  We have been in contact several times and have tried to help getting coverage assistance.  We were in contact on 3/28/18 and we as a dealership offered to cover half of the cost of the repair in good faith for being a loyal customer and to also continue to see if we could get the repair fully covered by the manufacturer as well.  The customer declined our offer of assistance.

Complaint: [redacted]
I am rejecting this response because: They made a promise and I signed paperwork thinking that I had purchased a new car. They should have contacted me after the first few places rejected the loan.  Or maybe find financing before the customer drives the car off the lot.  
Sincerely,
[redacted]

I have left messages for her to get in contact with myself to cancel and refund the contract per her request.

We have sent in the attached request to our IT department.   They are not showing any record for this address, phone number or name.  So, he has been removed from the Dealerships database.  We are waiting for confirmation from our Advertising Department that he has been removed...

from their database as well.

It is unfortunate that [redacted] does not feel that his vehicle was fixed in a timely enough manner. We did our best to diagnose and repair the vehicle as time efficiently as possible. We had to bring in parts from different areas of the country to repair the vehicle and can only move as quickly as we receive the parts. It is also unfortunate that [redacted] elected to take his vehicle from our Dealership to have maintenance work performed by [redacted] rather than our Chrysler Certified Technicians, at which was indicated by the 3rd party inspector to my Service Director that the damage appears to be related to a lack of lubrication which would have resulted from the last place that worked on his vehicle which was [redacted] who didn't fill his vehicle up properly. I have had my Service Director and Service Manager and Top Master Certified Technician all personally involved in trying to satisfy [redacted] and we have done everything we can for him.

[redacted] has made a number of attempts to reach this customer and resolve the situation. He has tried to call and text [redacted] a number of times and each time the attempt went un-responded. He then started communicating with [redacted]’s husband [redacted]. In response to fixing the bumper, [redacted] communicated...

to the customer that the bumper was ordered and on its way. Once the bumper got here [redacted] had it taken to the body shop to have it painted. Once completed [redacted] contacted the customer to schedule a time to have it installed.   As for tint and mask the appointment was originally for Tuesday 6/28/16, however was then rescheduled for 6/30/16 and then was finally completed on 7/7/16. The timing issues was due to a text message error. The error happened when a text was sent to the customer stating “the 10th and mask” instead of “the tint and mask”, thus resulting in the customer thinking it was to be don’t on the tenth of July. Once the error was discover [redacted] immediately reached out to the customer and set up an earlier date to complete all the work.   All of the concerns stated were in fact completed on July 7th 2016.

Complaint:...

[redacted]
I am rejecting this response because:I made an appointment Monday the 11th @ 8am. I dropped the [redacted] off at 8am. Didn't hear from anyone all day.  I called Jon C[redacted] at 4:15pm. He said it was repaired and ready for pickup.  Then at 4:45pm George called my wife and left a message saying the [redacted] wasn't ready.  They had it all day and did nothing. We'll be without our vehicle  for two days now. A total waste of time again. 
Sincerely
[redacted]

Mr [redacted] leased a truck from us on 10/24/17, the financial institution in which we had structured the lease for did not approve him due to a previous unsatisfactory experience with that finance institution. We then needed to obtain leasing through a different leasing company which did approve him...

and worked hard to get him the best approval we could.  We probably asked if his wife could go on the lease with him in order to get him a better lease for income purposes.We obtained an approval on 10/27/17 and Mr [redacted] came in to resign a new lease contract on 11/03/17.  It was then received by [redacted] on 11/7/17 and unfortunately we had missed the .25 mileage penalty on the contract and Mr [redacted] came in and had to sign a new lease contract with the .25 on 11/17/17 and [redacted] received and funded it on 11/20/17.  The payoff was then made on 11/29/17 along with title work sent to Adams County DMV.Unfortunately the DMV rejected the title work and we are obtaining a new title receipt today and are contacting Mr [redacted].

When your brought your vehicle in for some work we advised you of other work that was needed.  You elected to have the work done by another shop for “cheaper” which led to the failure that caused your vehicle to be towed back to us.  Back from our first conversations, when we...

are being accused of causing failures like this time and care is taken, which does cause some delays.  As the independent inspector you brought out said (without full conclusion) the failure was due to lack of lubrication, and the other shop you took it to right after you left our shop (which you fail to mention in the complaint) is responsible for fluid level and condition, as they are the ones you paid to have the service performed.  The other repair facility is the responsible party in this situation, and all compensation desired should be directed to their management. We have now returned the vehicle to you and you have access to the failed parts, but we cannot offer any more compensation than we have already given you with the bill discounts

Bottom line is the customer has not been responsive with the sales guide [redacted], who has made several attempts to get the customer in to have the bumper looked at with no response. His cell number is ###-###-####. She can call this number to schedule a time to have the bumper looked at which was repaired by [redacted]. [redacted] last communicated with the customer July 28th via Text and has not heard back since. He told the customer to swing by anytime to have it looked at and fixed and has not heard from her since. [redacted] has gone over and above in assisting her. He took the vehicle to their work to test drive the vehicle to start the process and then personally went to their home to deliver their all weather floor mats after hours on his own personal time to try and make sure the customer was taken care of...

The payoff was received this morning see the attached.  It is our policy not to payoff a trade vehicle until the funding is received on the new purchase.  We received funds for the new purchase on 7/7/16 and the trade payoff check was cut the same day.  The check was put into be...

signed and then was inadvertently filed with another check.  When we realized the error on the 7/13/16 we overnighted the check, [redacted] delivered today.  We did send the amount of the payoff set up in the deal, so if an additional payment was made by [redacted], then the bank will refund the overage we paid on the payoff check to the customer. We apologize for the delay and will assist in calling the bank in regards to the overpayment on the payoff check and inquire about the refund for the payment the customer made.

As the customer clearly stated we (Larry H Miller [redacted]) sold the vehicle to the customer which they had for 3 or 4 months before they started having issues with the vehicle. Our responsibility with the vehicle has ended at that point. They have never once brought the vehicle into us for any kind of service. They have had all of their work done at [redacted] and Larry H Miller Chrysler Jeep on [redacted]. That is where all of there mechanical issues need to be addressed. It is difficult to understand their other paperwork issues do to broken English sentences. If they want to cancel any additional coverages they purchased on the vehicle during the Finance portion of the transaction with [redacted] all they need to do is come in and see [redacted] to fill out proper cancellation forms and it will be handled...

We sent [redacted]'s credit to only lenders who will look at credit challenged customers, unfortunately the lenders would not allow her to purchase a second car as she already had an open loan and did not have the credit to substantiate another loan.When she came in to try to trade her current...

vehicle in,  the negative equity after the appraisal was more than the lender would allow on the loan, which is why we asked for additional down payment.Unfortunately we wish we had lending available to help every customer in every situation, but one of the most difficult situations is negative equity for credit challenged customers.

[redacted] stopped by with an issue of his wheel being cracked.  We removed the wheel, found the crack and got the repair covered under his insurance plan.  While working on his vehicle he saw that the body skirt molding was bulged and he was unhappy feeling that we damaged the molding...

because of the way the vehicle was raised up.  I spoke with him and said that there was no visible damage (with the vehicle on the ground), but when we put the vehicle back into the air to replace the wheel I would look at it and if there was any damage I would take care of it for him at no charge.  [redacted] was accepting of that answer and did not seem upset at that time.  The vehicle was safe to drive on the spare tire until the new wheel arrived and the damaged molding was safe, secure and is only a cosmetic trim piece.  As per manufacturer specifications and procedures we do advise customers that driving on a spare tire at highway speeds or for long distances is not recommended, but his insurance plan did not cover rental costs.  On 10/6/2017 [redacted] showed up after not being able to get ahold of him all day.  I placed him in a rental vehicle (at our cost) and reiterated as per our conversation on 10/5/2017 that I would take care of any damage that we may have caused.  We repaired his vehicle on 10/7, including replacing the molding [redacted] felt we damaged.  I showed him the molding, and how it is designed to flex and told him I replaced it anyways for his satisfaction.  I asked if he wanted to keep the old molding and he said no (but after the fact went and took it out of my office without my permission and hid it to put in his car once I was gone).  We went and inspected his vehicle and it was to his satisfaction so I pulled it around for him.   [redacted] was not charged for any of the work done, did not pay for the rental car, and has all of his old parts.

[redacted] did bring her vehicle in on 9/27 to have the transmission looked and upon pickup complained of an odor in the car.  The service director did offer to deodorize the vehicle and detail it. The technicians that worked on the vehicle that visit are not smokers, nor are any of the...

porters that would have driven the car and my detail department was not able to determine the source of the odor. We did provide [redacted] a rental and explained that the deodorizing process takes 24 hours and that we would have the vehicle ready by 3:00 the next day.  She arrived earlier than 3:00 to pick up the vehicle and was upset that it was not ready yet; we finished cleaning up the vehicle and delivered to the customer.  Customer was not satisfied and states the vehicle still had an odor, we offered to keep the vehicle through the weekend and deodorize it again, she remained in the rental through the weekend. The salesperson, service director and the detailers did not detect any odor after is was deodorized the second time.  [redacted] picked up her vehicle Monday 10/2 and spoke with her salesman about upgrading to a vehicle with more options and power seat, and was given preliminary numbers by the GS.  She set an appointment for Saturday 10/7 to come in and pick out another vehicle and work the numbers.  Customer called the next day and complained that the car now smelled to "fruity" from the deodorizer there was no mention that it still had the odor. The Customer did not keep her appointment on 10/7 and when she was called on the following Monday, she stated she traded in elsewhere.  We only show a total of two visits for [redacted] one for the software update and the valve body replacement, we do not show a third. Larry H Miller [redacted] fixed the transmission per [redacted]'s instruction, deodorized her vehicle twice to remove the odor and had offered to attempt to get her into another vehicle.  [redacted] chose to take the vehicle to another dealer to trade out of it rather than trading with Larry H Miller [redacted] and cannot be responsible for the trade value she was given by another dealer.

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.