Larry H. Miller Dodge Used the "bend over and grab your ankles" sales technique Sandy Utah

September 15, 2005

Daniel Martin
Larry H. Miller Dodge
10985 South Auto Mall Drive
Sandy, UT 84070

Dear Mr. Martin,

Thanks for your initial sale follow-up letter on August 24, 2005. We are so disappointed with our used car purchase, and have had so many problems with the car, we dont know quite where to start.

When we bought our used Dodge Intrepid, we were sold on the value of doing business with LH Miller versus buying a car from a smaller independent dealer or private party. You reminded us that LH Miller is a large, reputable dealership that would stand behind its product. Another fact you emphasized was the 100-Point Check-up (or whatever it was) performed by LH Miller on every used car you sold and that your used cars are put through a stringent diagnostics before being on your lot. You said the cars that dont pass the Check-up are sent to auction and sold by the other car dealers.

We have purchased two other used vehicles from LH Miller in the past. We bought this car with no warranty but with the confidence that LH Miller only sells high quality used cars that have been thoroughly inspected beforehand. Please review the problems we have had with our car:

h From the initial test drive the gearshift was very stiff and didnt shift smoothly. When we questioned this, you assured us it was not a significant problem. We bought the car thinking this was a small flaw, but we soon found out it was one of many problems to come.
h On our way to finalize our loan for the car, we had a flat tire. A large piece of metal had been stuck in the tire for a long time and had never been repaired. Wouldnt the Check-up have revealed a piece of metal sticking out of a tire?
h During the repair of the tire, the repair shop (Wheel and Tire Werks) determined the tire and rim had been previously damaged and should be replaced. We barely had funds to replace the tire. The damaged rim still needs to be replaced.
h We soon began to have problems with the engine. It began to idle and run roughly and the gas mileage was horrible. I took it to a shop (Midvale Radiator) and they said the plugs had never been changed and that one of the injectors needed to be replaced. I saved the plugsKthey looked like the original plugs. A routine Check-up should have noticed and replaced these.
h Within a month, the transmission started leaking and is still a problem. According to Midvale Radiator, a thorough inspection by LH Miller would have revealed the transmission problem before the car was sold. Now the transmission is leaking consistently and causing severe smoke.
h Some of the taillights are out and need to be replaced.
h The brake pedal - tail light footswitch is sticking and makes our brake lights stay on and our battery go dead if we dont remove a fuse.
h The drivers-side window doesnt roll down smoothly and often stops working all together.
h A tension bearing on the power steering pulley went out and had to be replaced.
h The coil had to be replaced.

We certainly understand that with any used vehicle the occasional repair will be necessary. But a car that has been through a careful mechanical check-up, as you claim this one had, would not have all these problems within such a short period of time. We have spent hundreds of dollars on repairs, and I have lost many days of valuable work time while the car was in the shop. This would have been unnecessary if LH Miller had really done the thorough inspection of our vehicle before it was purchased.

We expect that LH Miller will stand behind its used cars and keep its promise made in advance -- that this used car was in sound mechanical working order. We would like LH Miller to make it right and either repair our car and reimburse us for our expenses, or give us the option to select another vehicle without being penalized.

Please consider our request and respond as soon as possible. I work in direct sales and need a reliable car from a reliable dealer, now and in the future. I hope that dealer is LH Miller.

Please meet or exceed our expectations, as advertised. So far, on this car, that hasnt happened.

Sincerely,

cc: Larry H. Miller


THE DEALER'S SUGGESTED SOLUTION TO THE PROBLEM WAS FOR US TO TRADE OUR CAR BACK IN ON A NEW ONE AND THEN THEY COULD "TAKE CARE OF US." IN OTHER WORDS, "BEND OVER AND GRAB YOUR ANKLES FOR A SECOND TIME!"

WE WILL NEVER BY ANOTHER CAR OR TRUCK FROM THE LARRY H. MILLER GROUP OF AUTO DEALERS.

Ken
Riverton, Utah
U.S.A.

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