Larry H Miller of Riverdale, UT Terrible service on warranty work Riverdale Utah

 I am submitting this formal complaint to identify the lack of customer service and unprofessionalism I have received with the servicing of my vehicle. I purchased my vehicle in February of 2012. This was a new vehicle and had a warranty fully covering the car for 36 thousand miles.  In October of 2013 I contacted the dealer due to the fact that I received a recall notice on the vehicle and needed to bring it in for service. I had been experiencing some problems with my sound system, so I thought I would have them take care of it all at the same time. I called the dealer and scheduled an appointment at 11:30 am. When I dropped off the vehicle I let them know that I had a time limit of 2:00 to have my car back for another appointment that I had. At that time they said this time limit would not be a problem. I left the dealer and returned at 1:30 to retrieve my car. It was not completed and I could find anyone to give me any type of update on the status of the car. At 1:45 I went to the front desk to see if they could page someone to help me, because by this time I was already going to be late for my appointment (The appointment was for a service opportunity with the Junior League of Ogden City. Not a good appointment to miss or be late to). At 1:53 they returned my car unwashed, or vacuumed and they stated that they had fixed the recall, but that my amplifier was faulty and they would need to order a new one in. I was told that they would order that in for me and call me to schedule an appointment to have it installed. That was the last I heard until I called them back on 11/20/2013.

I called the dealer (service department) on 11/20/2013. A male took my call, I stated my name and told him that I was wondering if my amplifier had come to the dealer yet. He asked to put me on hold, which I agreed to. I was on hold for approximately 3 ½ minutes. He returned to the line only to ask me who I was and made me repeat what I needed help with. So after I stated what I needed again, he sat there, and sat there (I would assume looking for my info) until I finally said are you still there? He then stated “oh yeah we have had your amplifier sitting on the shelf in the service department for a few weeks now”.  So I asked if I could schedule an appointment with him to come in and have it replaced. He said that he doesn’t do that and immediately transferred me to another department.

I am sent to the front desk reception area where I then again have to explain what I need to have done to my car. She asks when I would like to schedule an appointment, so at this time I stated to her that the last time I made an appointment I ended up waiting a very long time, and that maybe it would be better if I came in mid-week so that the service department was not as busy. She said yes and that any day is a better day then coming on Saturday. So I then explained to her that I work full time and I would only have the time to do this on my lunch break, and could she find out if an hour would be ample time to replace the amplifier. I was put on hold while she checked with the service department (10 min hold) and when she came back on the line she said yes that would be ample time, and she scheduled the appointment for the next day at 11:00 am.

So the next day I left work at 10:40 to give me time to be there on time and arrived at the dealership at 10:53. I checked in and they asked me if I would be waiting, and I said yes. I patently waited in the waiting area until 12:15. By this time I want to have an update or just someone address that I have been sitting in the waiting room for over an hour. So I walk to the service area, and no one can be found. I waited for approximately 10 minutes, and still no one showed up. So I walk to the front desk and asked for the service manager to come talk to me. The front desk receptionist said she would find someone for me. About 5 minutes later a man (not the one I register with) came into the service department and told me he had taken over on my service.  A few minutes later my car pulls up soaking wet, not clean but soaking wet. There were still bugs and a coffee spill I had done that morning on the exterior of the car. The interior was not vacuumed out either. (I know that this is an extra service, but I have had it done every other time except the last two times I brought my car in for service). Needless to say I am very upset.  By this time it is 12:45, and I have to return to work because I would not be compensated for the 45 min overage. On the way back to my place of employment I turned on the stereo to see how the new amplifier sounded, and to my dismay there was no change in the sound quality. So I called back to the dealer and I have now scheduled another appointment, and I am sure another ordeal. This is the only Chrysler dealer in Ogden, UT, so I do not have an option of having my service transferred to another dealer. I am currently contemplating trading this car in so that I can purchase a new car with a dealer that has a service department that treats me like an important and vital component to the operation of their business.

Sincerely,

Frustrated Consumer

 Recap:

On the way back to my place of employment I turned on the stereo to see how the new amplifier sounded, and to my dismay there was no change in the sound quality. So I called back to the dealer and I have now scheduled another appointment, and I am sure another ordeal.

 Update:

I wanted to let you know about the latest in my LHM service saga. I was asked to bring my car into the dealer. They asked that I leave the car on Saturday 11-23-2013. So I wake up early (on Saturday) and bring my car to the dealership. I live about 20 minutes away, so I left my house at 8:00 and arrived at the dealer at 8:20. I pulled my car into the dealer service area, exited my car and waited for 10 minutes for anyone to even acknowledge me. (Actually it was me that saw a person walking by and asked that they please help me) The man said he would find a technician to come help me. So I stood there and waited and waited (about 15 minutes). Finally someone came to help me. I asked that he get in my car and listen to the stereo to see if he could tell what was wrong with the sound. He said he thought it was a speaker that separated (different than the speaker they just replaced on Thursday). I told him that I was willing to leave the car, as I had a friend picking me up. He asked that I wait in the dealership and he would check to see if they had the speaker in stock. So I waited, and waited, and waited. Once again I had to track down someone to help me. They went back and checked and about 10 minutes later came back and told me that they do not have the part and that they would order it in for me and I would have to come back AGAIN to have it installed. Not to mention that I have just waited at this dealership on a Saturday just to have them tell me that they do not have the part I need for close to an hour. Also now every time I turn on the air in my car I have a chemical smell coming out of the vents. I have no idea why there should be any smell coming out if they only checked if they had a part in stock. I don’t know what to do at this point. I believe they may have intentional damaged my property in order to teach me a lesson. I would assume it would be best if I contact a lawyer.

 Sincerely,

Frustrated Consumer

 Update:

Here is the latest in my horrible experience with Larry Miller of Riverdale. I was told it would be best if I let the dealership try and finish fixing the problem. So on 12/18/2013 I called the dealer and scheduled an appointment for Monday 12/23/2013. At that time I stated that I would be dropping off the car and that I would need a ride to work. When they were finished with the car they would need to send a shuttle back out to retrieve me. The drop off was not to bad other than I told them the time I needed to be at work and they made me 15 mins. Late. So I work all day and at around 3:30 pm I have not got a call from the dealer. So I call and what do you know the car has been done for hours and no one called to let me know. So I told them well can you send me a shuttle and I will come get the car. Zach took my address and said the shuttle will be there in 30 min. So I waited for over an hour and then decide to call the dealer to see what is going on, and what do you know, they have not even sent the shuttle out at all yet. I end up finding my own ride. When I get there, there is no one around to give me my keys or to explain to me what was done on the car. So the lady at the front desk finds my keys and gives them to me. I still have no idea what was done on the car, and the stereo is still not fixed.

 I called the service manager and left a massage expressing my frustrations. NO CALL back. I sent an email to the general manager asking him to call me. NO CONTACT. So after months of trying to get my vehicle’s stereo fixed (that is under warranty) I have had no help with this dealership. I will never buy a car from them again.