lalar255
holladay,#2Author 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,#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.