Complaints

This profile includes complaints for Larry H. Miller Dealerships's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Larry H. Miller Dealerships

  351 W Opportunity Way Ste 400 Draper, UT 84020-1404

  
• 

  Larry H. Miller Chrysler Jeep Dodge Ram Bountiful

  755 N 500 W West Bountiful, UT 84010-6977

  
• 

  Larry H. Miller Lexus Lindon

  544 S Lindon Park Dr Lindon, UT 84042-1655

  
• 

  Larry H. Miller Chrysler Jeep Dodge Ram Riverdale

  1481 W Riverdale Rd Riverdale, UT 84405-3907

  
• 

  Larry H. Miller Ford Lincoln Draper

  11442 S Lone Peak Pkwy Draper, UT 84020-6880

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been a loyal customer of ********************************************* ********************** for 11 years, but after my recent experience, I will never purchase another vehicle from this dealership again.Last summer, I bought a vehicle, and it took an unbelievable four months to receive the final paperwork. During this time, the finance person, *****************************, ignored my calls and texts, leaving me in the dark about what was happening. It wasnt until her supervisor, *******************, stepped in that I finally received some assistance.Shortly after purchasing the vehicle, the transmission began to fail. **** assured me that everything was taken care of, but that reassurance was hollow. A year later, my vehicle was declared a total loss by my insurance company due to hail damage. When it came time to process the insurance claim, I discovered that the dealership had failed to accurately report my down payment and the vehicles cost to the lienholder. As a result, the amount owed for the payoff was significantly higher than what was listed on the original contract.This experience has been nothing short of a nightmare. The dealerships shady and possibly illegal business practices, lack of communication, and disregard for customer loyalty have been incredibly disappointing. They lack consistency, professional decorum, and integrity. Its clear that they only care about making the sale, not about their customers well-being.The saying the value drops as soon as you drive off the lot couldnt be truer and unfortunately, that value includes the relationship with this dealership. I strongly advise others to think twice before doing business with Larry Miller **********************.

  

  Business Response

  Date: 08/14/2024

  ******,

  I want to reach out and apologize for previous treatment at the store here.  I want to do everything in my power to keep you as a customer.  I have reached out over the last two days by phone and via email.  I would like to have the opportunity to sit down and go over your paperwork.  I do have all the original contracts and deal worksheets.  There was an extended warranty that you purchased that still looks to be active.  I have sent a cancelation form to you attached to my email.  I will need to get the final odometer reading to get an accurate cancelation amount.  Everything that was reported to the finance institution looks to be correct.  Please reach out with any questions at all.

  Thank you,

  *******************

  ************

• Initial Complaint

  Date:08/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over a year ago I had this dealership look into my vehicle just for diagnostic. When I got vehicle back they had dented the top of my doorframe and cracked the plastic paneling on my windshield. Now I was hesitant to go back even though they said they would fix it. A year goes by and unfortunately they previously have the lowest quote to fix my slow leak water pump and my spark plugs. So I drop it off a week goes by and I receive the vehicle. When I received the vehicle on Tuesday 7/30 the vehicle seemed fine until I drove it and heard a whistle sound. The whistle sound was loud and my engine wasn't as powerful. The next day I bring back in and they claimed that they forgot to put a hose on the air intake manifold. Then they said it was fixed later that day. When I get the vehicle back. I drove it home but I heard a slight rattling like something is in the engine. I didnt think much of it but the next day I drove to work and back and the rattling sound was louder. The sound would only happen when I was driving and not when the car was in neutral. Friday comes around and I drive the vehicle again. Except this time the rattling stops the engine light flashes and the power is cut. I drive it back to the dealership, barely. They get the car back and then they ignore me all weekend until Monday when they say they are working on it. Then Tuesday as I call all day for an update. No one calls me back and I receive a text for a 10000 dollar fix. Wednesday comes by and I speak with them. They are claiming that the engine was over heating because of the water pump. Yet have no engine codes to support that claim. if it was over heating it wouldn't have blown one cylinder nor it wouldn't have melted the cylinder. There would have been engine codes and warping to go along with that theory. When in fact I have taken the picture to multiple mechanics and they believe that Ford dropped something in the cylinder and is not taking responsibility on the matter.

  

  Business Response

  Date: 09/03/2024

  Hello!
  
  My name is Avery
  S******, and I act as a Customer Service Operator of sorts, and it's my job to
  get you in touch with the party best suited to assist you.
  
  This BBB portal
  encompasses all Larry H. Miller locations, and your initial complaint does not
  mention which specific location you are working with. If you could please
  provide the name or address of the location that you are working with, I can
  then get the ball rolling!
  
  
  Thank you.

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2014 Jeep Grand Cherokee diesel from the dealership. They told me everything had been checked and it just needed to be cleaned so I completed all the paperwork and put down $3500 with the expectation id be able to pick it up after it was cleaned. One day turned into 3 and then it was almost a week after I completed the purchase before I could take delivery of the car. When I picked it up the check engine light was on. They assured me it was only the catalytic converter and they were going to replace it so I'd have to bring it back when the part came. In that time I found that the driver headlight also didn't work. I had the car a couple weeks then had to take it back to them for the repairs. They had my car for approximately 3 months. During that time I was in a loner. I picked up my car and had to take it back the same day because it wasn't accelerating. They fixed it and I picked it up a day later. Then the AC didn't work so I had to take it back yet again. I had the jeep for another few weeks and the check engine light came on again! Now they said that diesel pump needs to be replaced and it's $2,000+ after talking with the sales people they are willing to pay it for me, but I am not confident in the purchase of this car. I've had the loaner car for a majority of my time since the purchase. I'm afraid if something else goes wrong in the next few weeks or months I'll be responsible for the cost of repairs and I don't feel they sold me a good vehicle. I want to get out of this vehicle into something that is of quality.

  

  Business Response

  Date: 08/14/2024

  Hello Ida!
  
  We apologize for any challenges you've faced with your Jeep Grand
  Cherokee. Our priority is to ensure you have a reliable vehicle, and we're
  committed to working with you to explore options for trading into a different
  model that meets your expectations. Please contact us at your earliest
  convenience so we can assist you further.
  
  - Shawn B****, General Manager, ************

  Customer Answer

  Date: 08/19/2024

  
  

  Complaint: 22106568

  
  

  I am rejecting this response because:

  I do not feel it is fair to be asked to pay more money on my part to resolve this issue. You guys are asking me to trade into another car, put down thousands more than I already put down and on top of that be upside down on the Jeep you guys originally sold me that has spent 90% of it's time since I owned it there in your service center. The only satisfactory resolution at this point for me is for you to buy this vehicle back or unwind this deal entirely so I can go purchase a reliable vehicle elsewhere. 

  
  

  Sincerely,

  
  

  *** Partman 

  

  Business Response

  Date: 08/22/2024

  We are willing to give the guest what they paid for the vehicle on 2/23/2024 in the amount of $14991 as a trade value so they are able to get into a new unit with no money down.

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22106568
  
  I am rejecting this response because: I have gone to your dealership,as well as checked online. You do not have anything comparable to the Jeep I purchased from you so I'm not sure what to do.

  
  

  I have contemplated going to something more expensive because that's the only way to get into anything comparable, but I do not feel that is fair. So what I am thinking at this point is if you can put me into something comparable for the same price I am willing to do that. Even if it is on the higher mileage range because that seems to be most of your vehicles. I just want to know that the car has been properly inspected and repaired. You have a 2019 jeep Grand Cherokee, I'm not sure if it's at your lot specifically the stock number is QCH240898B. You also have a 2022 used Grand Cherokee L, I think it has high mileage as well, but if they could bring that one way down in price I'd be interested in that one. Or they have the service center properly fix my current jeep and pay for all the repairs. Other than that the only other option would be to just buy the jeep back from me for what I paid and let me go elsewhere. ******** has been doing her best to help me and I appreciate all her help but I know this is something that has to be dealt with, with management.
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 09/06/2024

  Good morning,
  
  
  After speaking with *****, we came to an agreement that I would give her the difference of what she originally purchased the unit for and what we gave her on trade along with her down payment of $1000. She agreed to this and told me she would respond to the BBB to close the complaint. This morning, she told me that she reached out to an attorney and they would get back to us within a few days. 
  
  
  Thank you,
  ***** *****
  General Manager
  Larry H Miller 
  Chrysler Jeep Dodge RAM
  cell-************
  office- ************

  Customer Answer

  Date: 09/09/2024

   
  
  Complaint: 22106568
  
  
  
  I am rejecting this response because: My name is not Linda, my complaint was for Ida partman.  I am not interested in purchasing another vehicle with them so at this point I would just like for them to pay for the repairs to my vehicle and any other repairs if I have to take my jeep back to them in the next 90days 
  
  
  
  Sincerely,
  
  
  
  Ida Partman

  

  Business Response

  Date: 09/15/2024

  The vehicle has been fixed and the guest is in the car. We provided a loaner while the vehicle was being fixed as well as taking car of the expenses to fix the unit

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22106568
  
  I am rejecting this response because:I would like to reopen this issue as it has still not been resolved with the dealership. The check engine light came back on yesterday 12/17 with the same error code it had the last time I had to take it in, in July they had it from July to September! They at least put me in a rental. Now I'm waiting to hear how long they are going to keep the vehicle this time and they have not given me any rental. All they are trying to do is sell me another car and telling me to Uber!  I've given them numerous chances to resolve this issue and the fact is the Check engine light was on when they sold it to me and it never should have been sold. I want my money back for the down payment and them to unwind the deal
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 12/23/2024

  Hello!

  I've received communication from the Dealership regarding this complaint. It is my understanding that the vehicle was repaired and returned last Saturday, and that this case should be closed. The dealership has reached out today as well to ensure satisfaction.

  Please feel free to reach out to the dealership directly if there is anything else you need.

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2023 Jeep Grand Cherokee Trailhawk 4xE on May 31st, 2024. Within the first 300 miles of owning the car the transmission line disconnected and the car was incapable of being driven. The dealership never contacted me to let me know the status of my car, and did not let me know that my car was finished and being transferred to collision for hail damage repair. The hail damaged was fixed on my car and still no on contacted me to let me know my car was finished and just sitting in the parking lot. Multiple calls were made to the dealership with voicemails containing contact information were left. Now, my car is illegal to drive because the title clerk did not send the car information to the *** until July 30th, the day my temporary tags were expired. The forms were filled out incorrectly and have to be sent back to the dealership for revision. Still, no one has called me back with any information regarding the time frame of when this will be completed.

  

  Business Response

  Date: 08/13/2024

  Hello!
  
  Thank you for reaching out. I would be happy to assist you!
  
  This BBB Portal encapsulates all the Larry H. Miller locations. You do not specify a location in your complaint, and your information appears across multiple locations in our system, so I can't easily narrow down which specific store you are working with.
  
  If you could please provide the name or address of the specific location your complaint pertains to, I can then connect you with the party best suited to addressing your complaint!
  
  
  Thank you.

• Initial Complaint

  Date:08/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my car towed in to the service department. Have a couple recalls taken care of.It cost 524. Dollars and some change get my car back. They replaced a couple of brake lines, replaced whatever was recalled. Get my car back and 3 times in a week and 2 days. I've had to refill my brake fluid. Three times it keeps telling me it's empty and I don't know what the f*** they did, but they f***** my car up

  

  Business Response

  Date: 08/13/2024

  Hello!
  
  Thank you for reaching out. I would be happy to pass this complaint along to the party best suited to assisting you! However, this portal encompasses all the Larry H. Miller Dealerships. If you could please provide the name or address of the location you were working with, I can get the ball rolling!
  
  
  Thank you. 

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It started with being irritated at a tech at Larry H Miller Jeep 104th in ***********; unbeknownst to me, someone fat fingered a digit on my odometer reading (from approx 20k to 200k miles) after an oil change causing my jeep wave and prepaid mopar service plan to lapse. When I went in for subsequent maintenance, I was informed that I did not have any available oil change/tire rotations, so I paid for them thinking that I had used all of them.After moving across country, I discovered my paperwork showing that in fact I did have significant service remaining on my account. A local dealer was able to identify the issue, and with the information in hand I was able to get Jeep to reinstate my service plan, albeit they won't give me more time since my plan expires soon.No worries, I just need to provide a receipt for work that I paid for to get reimbursed. Thinking this was the easiest part, I called up Larry H Miller Jeep in ******** and asked for email copies since I live on the east coast now. Got transferred to voicemail, left a message. Then the next week, I called again, left another voicemail. This has now gone on for 3 months. I cannot get anyone to return my call. The schedulers apparently can't send me the receipt, because nobody confirmed my email address (even though I have email notifications from when I booked the maintenance).I really just need this dealership to call me back, or send me an email with the receipts. I cannot understand why it is so difficult to get ahold of anyone there, and I am almost ready to take legal action just to bring to light how frustrating this process is.

  

  Business Response

  Date: 08/02/2024

  Hello ****,

  I apologize sincerely on your attempts to reach a team member and have gotten no where with a response. I believe *** may have sent you some documents but I would really like to assist you in anyway I can. Please reach out to me at ************ / *************************************.

   

  Thank you,

  *************************

  General Manager

• Initial Complaint

  Date:07/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 2022 ****** 4Runner from Larry H Miller of ***********. At the time, we purchased *** coverage and extended warranties. We were fortunate and paid off our loan in about 2 years. I contacted Larry H Miller to process the *** refund. I received the run around for approximately a week. I finally get in touch with a manager, *****, who gets the form to us and assures that the refund will be processed- approximately 4 weeks. We are now at 6 weeks so I call ***** to check the status. He now tells me I have to call Kirtland ********************* I do, they confirm they do not process these refundsthat its purchased directly through the dealer. I call Larry H Miller, the receptionist sends me to voicemail after voicemail. She wont even greet my call. She just picks up, puts me on hold and transfers to another voicemail. The lies, the dropping of *****, the lack of customer service is beyond astounding. I would be absolutely mortified if this was my business. I have reached out to corporate and ***** claims he will be working on this.after I finally reached him and lost my cool.again. They are basically trying to hold these funds hostage and keep the full commission.

  

  Business Response

  Date: 07/25/2024

  Hello ******,

  We certainly understand your frustration with the Gap cancelation process. The cancelation of a Gap policy can be a little more involved and we should have provided better communication throughout the process. I'm glad we were able to resolve the issue as a check will be produced 7/29/2024 and mailed to you directly. Thank you so much for your patience and understanding.

   

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally bought a 2023 **** bronco sport brand new then was informed by ****. It had a permanent defect so we agreed to do a change of collateral on my loan. We changed to a 2024 **** maverick the dealership then sold my original car the **** bronco without taking it out of my name. It has been ***************************************************** my name. The state still says the *** number to the **** bronco is still in my name I have gone to the dealership. I have called **** motor credit I have gone round and round and round. The dealership has the title to the 2024 **** Maverick that we substituted on on the loan, never processed anything. I cannot trade in the **** Maverick with a different dealership because my loan and the state still says I own the original *************************************** emotional blackmail type emails claiming people were gonna be fired because the dealership made a mistake and I was holding them accountable but at this point there are two loans for the same *** number Within the state of Colorado and **** will not fix the problem so that I can be done with ****. They keep having excuse after excuse after excuse.

  

  Business Response

  Date: 07/29/2024

  Throughout our Guests ownership we have gone above and beyond our responsibilities as a retail automotive franchise dealer. The concerns our Guest describe in the complaint are around the manufacturing of the vehicle purchased. Like many other manufacturers, in time of shortages throughout the supply chain, some production was modified to still be able to product a reliable product in a timely manner. This particular vehicle was produced without a wifi hotspot and **** notified owners of vehicles like this that these changes had been made to ensure they could provide a product in a timely manner. **** also offered these Guests compensation in the amount of $40 to offset the vehicle purchase price. Our Guest was not satisfied with that resolution and wanted to change vehicles. In the attempt to be as Guest Centric as possible, we worked with our Guest and their lien holder to not only swap him vehicles, but to also provide a different model that resulted in a financial loss for our store and very little expense to Guest. Due to this being what they call a swap of collateral and not a typical vehicle purchase process, title work and other process become delayed. In addition to executing the swap of collateral on the second vehicle, we assisted the Guest in trading in the second vehicle for a 3rd at our partner store with a franchise of Chevrolet. We have done everything to meet the Guests needs while working with both our Partners at **** and Chevrolet to have the best outcome possible. All concerns have been resolved, including any monies being owed to the Guest and all title work being taken care of outside of his newest vehicle purchased at Chevrolet. There are still title and registration steps in process, as any new vehicle purchase has.
  
  Thank you,
  
  ***

  Customer Answer

  Date: 07/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a lease vehicle from them. Turned in my old lease, per the contract they are due to pay off my old lease agreement with a check to ***************** It has been 45 days and they have not done so. Continue to tell me they will accomplish this, to no avail. Now pursuing legal action.

  

  Business Response

  Date: 07/18/2024

  I spoke to the customer on 7/17/2024 and provided him with the documentation that his payoff was received by the bank on 7/17/2024.  

  Customer Answer

  Date: 07/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:07/10/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is *****************************, I purchased a vehicle from ******* in 2017. within months of ownership, I've had issues and had to take the vehicle in for repairs continuously throughout the years. I have all Maintenace record of my visits. While my vehicle has been under warranty there have been many occasions that I've paid out of pocket for rental and repairs. These problems have continued with several repairs. In the past year 2023 I continued to take my car to service ***** I was put in a loaner, out of loaner with no prior communication or arrangements while my vehicle was there, I was put back into my vehicle and was told the engine was failing but continue to drive it and add oil until it gave out and warranty would cover. In Dec 2023, the vehicle gave out. In January I was told I can pick up a loaner vehicle. To which I appreciate. The end of March I reached out to ******* consumer affairs who was prompt in giving my update on my vehicle the first week of April I was told the vehicle was denied engine replacement as of Feb 8th. To my shock I was confused as to why ************ did not notify me, but the very next day I got the loaner agreement. I have asked on several occasions for the service **** manager to contact me which has not happened. When I spoke with **************, I was told "sorry were short staffed." I asked consumer affairs what needed to be done I was advised to have service ****, submit prior auth once again which I did and provide my oil changes ( to which in the beginning was told were not needed). At this point I was taken out of the loaner. I have no vehicle as mine sits at service. I have been told twice now that my vehicle has been declined due to my negligence. I have no had no resolution or even costumer service with this process.

  Customer Answer

  Date: 05/31/2024

  During all services and the vehicle was taken in the vehicle had warranty. During my initial complaint and engine failure was suspected it was under warranty. I was told to continue to drive the vehicle until it gave out which then at that time I was over 100k but barely. 

  

  Business Response

  Date: 07/19/2024

  The guests frustrations are shared in this situation.  We sent in 3 separate PA (Prior Approval)requests (******, ******, and ******) to get their engine covered via *******.  They declined all 3 of them due to lack of maintenance though maintenance records were provided by the guest.After the dealership reviewed the maintenance records, we felt the guest met all of the time and mileage requirements that would dismiss a lack of maintenance claim by *******.  With that in mind I reached out to my regional ******* parts and service director for assistance.  After some back and forth his supervisor agreed for ******* to cover 50% of the cost of repairs.  With that I took this information to my then General manager and we came to the agreement to pay for 25% of the remaining balance due to the guest.  The total cost of the repair is $8750.47.  The guests total cost for the repairs is $2187.62 plus tax and shop charges, which we contacted the guest and they felt was fair.  As of 7/18/2024 we are still waiting for the short block to show and has an ETA date of 7/25/2024.  Once parts are in and because it is a rebuild (short block) engine being installed we would need 2 days to install.  If parts show up on time the vehicle should be returned to the guest on 7/29/2024.  My Service Advisor, *************************** and myself will be relaying any updates to the guest until the repair is completed. Please feel free to reach out to me with any further questions.