Complaint Review:
Larry H Miller Used Car Supermarket
In September 2010 I went to Larry H. Miller used car Supermarket. I was thinking of trading in my Isuzu Rodeo which was close to being paid off. My bank said it as a good time to sell because the high blue book was about $5,000. I was offered a 09 Dodge Nitro.
I told Doug Webb the salesman what I could afford. He talked me into about $80-$90 higher than I wanted to pay. On to financing with Justin. He went through contract and when I questioned the higher interest rate than Doug promised and my bank said I qualified for. I questioned this and he said because it was a longer loan and the rate was higher. He tied to sell a warranty that would add more to my monthly cost. I said I don't think I'm making the right decision buying the car and want to back out. Justin got very rude and said I was making a mistake to back out. When I was ready to walk out he offered me a check that would make up the difference in the promised interest rate and the actual one.
I took the car against my better judgment and drove home. The next day the engine light went on. I took it back and demanded a loaner. I was extremely angry and Doug promised to make it right even if it meant getting me into a different car. Doug Webb is a liar and didn't have the authority to even offer this since the paper work was finalized.
I have had nothing but problems with the Nitro and LM. I told him I'm afraid I gave up a good vehicle and will be stuck with something much more expensive and potential costly repairs. He said, “well used cars can have problems”. I said told him I can't afford costly repairs because my payments were more than I budgeted for. He ignored my emails & calls & referred me to his manager. The 2nd time the engine light went on they fixed it again. The 3rd time time the engine light went on it had to be towed away. All this within a couple months of the purchase.
I'm a single parent with one income caring for a child and an elderly father. Missing work to deal with car issues has strained an already very tight budget. I've now paid more in repairs than in car payments. The 4th time the engine light I went to Firestone to fix it and it was the same part LM fixed twice. The car is a piece of garbage! I'm now making cuts in food and living costs to pay for repairs. I'm scared to drive very far because of the continuous mechanical problems. Why can't someone make this right and follow through on Doug's promise? I hate this company and now have an unreliable car with a 17k loan. This car was the biggest purchase I've made in my life and it has been the one I regret the most. I traded in a car with a blue book of $5,000 that I owed $1800 on. It ran well with almost no out of pocket costs. The Nitro I've have since late September & I've had more costly repairs than I have with the car I owned for several years put together. I want my other car back! Shame on Larry Miller to put commission before clients. I hope Doug made good use of the commission. There are a lot more problems with the car like the bad smell and tires but it's not even worth going into. I tell everyone I can about my experience to hopefully prevent one person from buying there.
This last engine problem I left a message for Trevor Roberts, who is the manager, on his cell. He never returned my call. I sent 4 emails demanding a response. Each email I sent had a “return read” receipt (all I've saved as proof) so I know they were being read. Finally on the last email I demanded a name of someone who can help me since he refused to. He said that was the first message he got. Again, Like Doug Webb, Trever Roberts is a liar!!! I explained I have receipts someone read the email I had sent. He said someone must have got into his email and deleted them. I asked about the voice-mail message on his cell, again he claims he never got it. Funny because my cell phone records show the date, time and number I called I called. For someone to access my email and voice mail they must have my passwords but I guess Trever must give his out because "someone" deleted my voice mail and email after reading them.
2 Updates & Rebuttals
lalar255
holladay,Utah,
USA
More lies from Larry Miller Group.
#3Author of original report
Tue, March 08, 2011
Wow, Nice Spin on the truth.
The BOTTOM line was Doug Webb PROMISED (look up the word since you may not be certain of the meaning) he would make it right even if it meant getting me into a different vehicle. Due to the first mechanical issues, the first the day after I brought it home I told Doug Webb I do not want this car
because just as I feared there are very costly mechanical problems with this vehicle. He immediately stopped responding to my numerous calls and emails. Big Surprise. He said he would no longer deal with me and to speak with Trever.
I gave you a good reliable car and got this piece of garbage which has had to be serviced multiple times since mid-september. Regarding getting me the loaner car the first, second, third time the engine light went on and each time it was repaired that is the least you should have done in my opinion. Doug promised me he would make it right even if it meant getting me into a different car. Well I requested this the day after I brought it home and the first time the engine light went on.
Regarding the number 5 coil your company replaced I got the cost of the part only, not the $100 to
look at the car and not the hundreds in labor. Your “5 star mechanics” apparently missed all the problems, especially when there are issues 24 hours after I drive off the lot.
You are a liar! You make it sound like I insisted on buying this car no matter what it cost or what I could afford. If Doug is any more honest than you he will tell you I told the finance guy I changed my mind and I didn't feel good about this and the payments were as high as I can afford and a warranty will make the monthly too high. Justin the finance guy got rude and pushy
when I tried to leave and said “you are making a big mistake” (God was he right!!!). He ran to get Doug so I wouldn't leave.
Make no mistake this is not a laid back car dealership. These are your “typical used car “sales guys who are pushy and insistent on selling something, anything. I came in to see a car I found online but didn't care for it. You make it sound like Doug was running every where trying to make me happy. BS
All I want is what YOUR sales guy promised, and I quote, “we will make this right even if it means
getting you into another vehicle”. This is what I requested the first time the Dodge broke down 24 hours after I drove it home.
Someone should make it right.
I'm not even going into the NASTY smell that is still in the car, unless of course you want to go there.
You say some people are never happy. You are right, especially when they are sold an expensive piece of garbage for $17,000 and they deal with sleazy salesmen who don't keep
their promise. Go figure.
All I'm asking is follow through with
what Doug promised.
The Other Side
Sandy,Utah,
United States of America
There are 2 sides to every story
#3UPDATE Employee
Mon, March 07, 2011
There are two sides to every story, and while we admit that Lori has had some issues with the Nitro that she purchased from the Larry H. Miller Used Car Supermarket, we would like to take an opportunity to tell our side.
Doug Webb has gone above and beyond to give the best service that he could. The first time that the check engine light came appeared on Lori's Nitro Doug drove down to her job site to pick up the vehicle and bring it to the dealership for the issues to be resolved, leaving her with a loaner vehicle. While this is standard procedure for our dealership, Doug did do this service on his day off to help Lori out. The problem was fixed and the vehicle was de-ionized. Doug then drove the vehicle back to Lori's job site and picked up her loaner car. Unfortunately, the check engine light came on again. Doug made a second trip down to Lori's job site and picked it up again leaving a loaner with her yet again. Once the vehicle was finished Doug returned the Nitro to Lori. The 3rd time the check engine light came on Doug drove to Lori's house to arrange for the vehicle to the dealership for service again, leaving another loaner car with Lori. While the vehicle was being worked on this time we de ionized the vehicle a second time.
The problem that Lori's Nitro was due to the ignition coils needing to be replaced. On the first visit two ignition coils were replaced. On the second visit a knock sensor had gone bad and caused wiring to melt. On the third visit cylinder 5 was not firing due to short in the ignition coil that also caused a spark plug to burn out. We replaced the coil and the plug after having the vehicle towed to our service department. At the Larry H. Miller Used Car Supermarket we are a stand alone used car operation that out sources all of our service. In this case Lori's Nitro was serviced by our Larry H. Miller Chrsler Jeep dealership which is a five star rated service department. Each time her vehicle has been worked on by factory certified mechanics that know these vehicles inside and out. Each Dodge Nitro has 6 ignition coils and there is no way to know when one is going to go out. We do feel that it is unfortunate that Lori's Nitro has had four of the six go out it such a short time frame, however, as a dealer we have no way of knowing when this is going to happen.
As of Saturday March 5th Lori took her Nitro to a third party facility to have ignition coils replaced again. She opted to bypass our service department, however, she did come to us and ask us to cover the bill. We did cut her a check for the parts at that time.
All the work that was done on the vehicle was NOT charged to Lori but to the dealership. Including towing the vehicle to the dealership the total bill amounts to over $1,000 that was not charged to Lori.
When it comes down to Lori being over her monthly budget Doug worked for over 2 hours showing her vehicles that would keep her within her budget. It was not until Lori picked the Nitro that she was put over budget and Doug was very clear with her that the Nitro would be more on her monthly budget than she had asked to be in. It was her CHOICE to purchase the Nitro no one forced her to buy the vehicle. Lori claims that the commission is more important than the client. This is simply not the case. Doug was paid $100 which is the minimum that any sales person is paid when a vehicle is sold. The reason that he was paid the minimum commission is that the dealership made no profit off the sale of the Nitro when the original purchase was made. After the money that has been spent repairing the Nitro free of charge for Lori our dealership has actually lost money on the transaction. There becomes a point when no matter how much we do for Lori she simply will not be happy.