I sent this e-mail over two weeks ago and all I recieved back was an e-mail from the internet sales rep wanting to know if I was interested oin a car.
To whom it may concern,
First, I would like you to know that I have purchased four vehicles from the Larry Miller Group and have been very satisfied with the entire company until now. On July 9, 2010 my 2008, Dodge Avenger shut down while on the freeway, I coasted to the roadside and the car would not restart.
I called Chrysler Roadside Assistance and they dispatched a tow truck within twenty minutes. The car and I arrived at Larry Miller Dodge in Sandy in just over an hour from the time I called for assistance. So far so good.
Upon arriving at LHM Dodge, the tow truck operator asked me to find out where to put the car. I entered the service building and waiting ten minutes to be acknowledged I went to the cashier desk and asked if they knew where to unload the car. The cashier said to put it at the entrance to the service area (the tow truck was parked there) I pointed and asked right there where he is? She answered yes.
After finishing with the tow truck, I went back into the service area again waiting for a service advisor to acknowledge me. A young man in a uniform (I believe a mechanic) came into the service area and yelled” who the idiot was that backed their car up to the service door”. I said the tow truck dropped it there because it broke down on the freeway. He then told me “You have to move it because it is blocking the service bay entrance” I replied to him I could not move it, if it was running it would not have been towed in. He got in and tried to start it (it did not) he and another person in the same type uniform pushed it out of the way. (GREAT CUSTOMER SERVICE?)
After a ten minute wait a service advisor and I went out to the car and he advised me he could not look at it until the next day (Saturday) I said that is fine but I live in Tooele and do not have another car. He said well we are not going to pay for a rental if it is not covered by warranty. I told him we would discuss that after he finds out what is wrong with the car and it had nothing to do with being stranded fifty miles from home. He then said he would call Enterprise and get me a car with LHM rates. (GREAT CUSTOMER SERVICE AGAIN?)
Saturday morning a service advisor calls and says the problem was located and it is the fuel pump $297.00 for the pump and $49.50 for a wiring connector and three and half hours of labor for a total of $750.00. I said I have a certified car eight-year eighty thousand mile warranty. He said that the fuel pump will not covered by the warranty (at this time I am not surprised) so I told him I would call back. I then called Quality Dodge in Tooele and asked what they charged to replace a fuel pump for my application. He answered $580.00 out the door. I called LHM back and explained what Quality said. The LHM service advisor said, “Oh we can do it for that” ($170.00 difference ????????????????) I told the LHM service advisor to go ahead and do it. (MORE GREAT CUSTOMER SERVICE?)
I go to LHM to pick up my car the service writer tells me to go pay the cashier to get my car. Therefore, I did and she calls someone to bring up my car. When the young man brought me the car, I asked him to explain what the service ticket meant by “when removing connector found connector melted and voltage terminal pulled out of fuel pump”. He replied, ” I was there when it was taken apart the wiring was melted at the connector the 2008 Avenger is notorious for this and it happens all the time”. At his time, I am beyond mad and disgusted. I thanked the young man and left.
I find it odd that in the Warranties Chrysler Form number91-770-4557GEN07 It states throughout the publication that the warranty does not cover a few minor wear items tires, brakes, glass plastic clutch etc.(page 4), modifications or use of non Chrysler parts or additives(page 5)it won’t cover parts if the car has been modified or tampered with(page7). I presume Chrysler expects a fuel pump and its electrical connections to fail at 65000 thousand miles and is regarded a “minor wear item at $580.00-$750.00 per repair.
I know nothing will come of this because it is obvious LHM Dodge has total disregard for customer service. It is also clear that LHM Dodge number one priority is making money. I am going to be replacing my Dodge in the next few months (planned before this incident) and I promise that I will not be returning to the LHM group to make that purchase.
For your reference the invoice number is 917761 my customer number is 711861.

Regards,
Dave Holt
P.S. Any correspondence regarding this matter will go to [email protected] or [email protected] I will not accept phone calls from LHM Group.