Larry H. Miller Company

Lisa Zimmerly

a month ago

Our Jeep Cherokee was part of the PTU recall with a mandatory stop-drive, and required to be turned into the dealership until repairs could be completed, and it be made safe to drive again. Two months into it, we were notified that our vehicle was damaged, as a result of an accident that occurred on the public road directly behind the service department, where it had been stored. Regardless of how that accident occurred, our vehicle was in the care and responsibility of the dealership. The damage included a broken rear window, plaster-like material splattered down the right side of the vehicle, wheels and tires, leaving dents, dings, and abrasions to the paint. There is also glass shattered all over the entire cabin, and potentially further interior damage, that we have yet to fully inspect. After the damage was done and until repairs were coordinated, we had requested, on a number of occasions, that at the very least the window be covered so that water and other elements did not further impact the interior of the vehicle while it was stored and awaiting recall repairs. It took 3 requests and nearly a month to get them to cover the window. Boise experienced several thunderstorms and flash floods in the meantime. The lack of care and concern for our vehicle to that point is completely unacceptable. Our insurance company explained to us that any damage occurring while our vehicle was in their care is the responsibility of the dealership, and their shop-keepers policy, or to go after the individual responsible for the accident. It has now been a week since the recall repairs have been completed, over 4 months, and we are now refusing to take possession of our vehicle until it is repaired and back to the same condition it was when we dropped it off over 4 months ago. We were fully prepared to finally take our Jeep home, and are now facing an entirely different problem that we had nothing to do with. The most frustrating part, is that these repairs are not that extensive. Had the dealership simply taken responsibility, and proactively coordinated the repairs during the extensive waiting period, this matter could have been resolved before the recall repairs were complete. What is equally disappointing is the lack of communication of all this. We have made several calls to the service department, several in-person drop-ins and have bee completely avoided by the service department manager. Now we are being told that the damage repairs are being "denied by corporate". And thats just that. Currently escalating the matter with the general manager, Landon Tramell, calling and leaving several voicemails, with zero response, and have most recently emailed the Regional Vice President, Ty Leuthold, and have yet to receive any correspondence. Furthermore, this is not our first disappointing experience with Larry H Miller. We had previously purchased a car from Larry H Miller Honda, that had so many issues, it spent more time in the service department, and various dealership service departments across the valley, than it did on the road. There were so many extensive issues that no one could ever diagnose it. This lead LHM to buying back our car, which lead us into the current car we are now in. The silence from this franchise, management and service department are just as disappointing as the damage to the vehicle is. Shocking, considering that LHM is a multi-billion dollar franchise, expanding over the entire western side of the country, and they can't handle taking care of such a simple matter. We are requesting that the dealership do the right thing, repair and restore our vehicle to the condition it was in when we surrendered it. This should not require over 4 months of waiting, repeated phone calls, executive escalation, and now public review. Until our car is returned to us in the condition we are requesting, we highly recommend you take your business elsewhere.