Larry H. Miller Ford Draper

Amateur Hour I'm located out of the state of Utah so I was trying to purchase a used vehicle remotely. The vehicle, a 2010 Ford Escape Certified Pre-Owned, had som I'm located out of the state of Utah so I was trying to purchase a used vehicle remotely. The vehicle, a 2010 Ford Escape Certified Pre-Owned, had some minor body damage and I negotiated for repairs to be made before delivery of the vehicle and we came to a verbal agreement. But getting LHM Ford Sandy to actually document this was next to impossible, in fact they really didn't even want to send me a purchase contract. I insisted they send one, and it was fraught with errors, charging me for all kinds of things that would only be applicable to an in-state purchase in Utah. It also had no mention of our agreed-upon bodywork repairs. I requested corrections and to have another one sent. They never sent one. Their whole attitude was to trust them, everything would be taken care of and would be correct, the car would be repaired on Wednesday and then delivered to me in Idaho and all the paperwork would be brought with it and everything would be fine. Like a fool, I took, them at their word and trusted them. Well, the vehicle showed up and the repairs had not been not made. You could see evidence that someone had attempted a paintless dent repair but had abandoned the effort due to the paint starting to crack. The dents really weren't suitable for paintless dent repair at all anyway, they were well beyond that level. Nobody had bothered to contact me at all, they just abandoned the repair effort and delivered the car. Furthermore, the paperwork STILL wasn't correct, as they had not put my wife's name on any of it as I had requested. One document in the stack did make reference to the dent repairs as something they would provide, but the document had been filled out wrong and it said both they were responsible for it and that the vehicle was delivered as-is with nothing else owed (they were supposed to check one box or the other and they had checked both). So while the delivery guy was at my house, we called and talked with the dealership manager, Phil Pecoraro. We struck a deal that we they would take $200 off the price of the vehicle since they hadn't performed the repairs. The delivery guy marked up the aforementioned document indicating $200 would be taken off, and signed it. We paid with a certified check for the balance due less this $200 and thought that was the end of it. $200 was a very generous deal to make with them by the way, as the actual repairs are costing me much more. But I really just wanted to close the deal and go on with life and quit dealing with these clowns. Well, no such luck. A few weeks later I called to find out where my title was. I was then accused of shorting them $200 when I paid for the vehicle. Furthermore, when they did send the title, there was no plan at all to send it to me first, they were going to send it to my local DMV, removing my opportunity to fix their other mistake and put my wife's name on it. They claimed they had to do it that way, but that's not true, my local DMV tells me that's only necessary when there's a lien involved, which there isn't. I tried to get ahold of the general manager of the dealership a couple of times so that we could straighten this out, even left messages with both the salesman and the finance manager to have him call me, never heard from him. Far as I know, they're holding my title hostage because they're backing out of their agreement to take $200 off the price. I finally ran out of patience and filed a complaint with the Utah Motor Vehicle Enforcement Division, they oversee dealerships and their transactions on motor vehicles. There were a couple of other issues, too, for one thing there was no paperwork provided documenting the Certified Pre-Owned warranty was now in effect or registered to me. It's like they completely left that out. However, I made a call to Ford and they assured me they'd take care of it if I have any warranty issues, because the VIN is registered with them as being CPO. Also, a CPO vehicle supposedly undergoes a 172 point inspection, but after taking delivery I ran a vehicle health report using Sync, and it came back failing for an engine issue. But it's covered under warranty so I'll just get that taken care of by the local dealer. It just makes me wonder if the inspection was actually done. The whole mess is really the direct result of the dealership's lack of professionalism in terms of how they conducted the transaction. They shot from the hip, didn't want to put things in writing, didn't inform me when they decided not to meet their verbal promise, they failed to do even the purchase contract correctly or send me an updated copy ahead of time so I could check it, the whole thing was just amateur hour. And their internal communication about what's going on is as bad as their customer communication, as evidenced by the fact that the finance manager had no clue about the deal that was made on the dent repairs (either that or they're attempting fraud, the jury is still out). These are the exact kinds of problems that happen when dealerships take this lackadaisical approach to the whole transaction. Things need to be documented, checked, signed off, and everyone involved needs to be in the loop so they know what's going on and there are no surprises and no false accusations directed at customers or at the dealer either one. That's called professionalism, and this dealership is sorely lacking in that department, if my experience is any indication. More

Marc and Jeff were both helpful in all ares of my decision . This is my 3rd new vehicle that i have purchased from this dealership. I will recommend them to my friends and family. Gary Forakis decision . This is my 3rd new vehicle that i have purchased from this dealership. I will recommend them to my friends and family. Gary Forakis More

Great sales experience; no pressure; happy with followup calls; happy with financing at zero percent - very excited with new 5 year service plan - LOVE LOVE LOVE my car. Yvonne was exceptional in patien calls; happy with financing at zero percent - very excited with new 5 year service plan - LOVE LOVE LOVE my car. Yvonne was exceptional in patience and with asking the right questions to give me the car I wanted at the car payments I could afford. More

When I show up to the service department Rett always gets the technician that has experience with the type of problem, or vehicle model that I have to work on it. Rett has my car washed without me asking. the technician that has experience with the type of problem, or vehicle model that I have to work on it. Rett has my car washed without me asking. More

I prepaid for oil and emissions but it had expired. The service manager honored the promotion for me even though the time had passed. Thank you! service manager honored the promotion for me even though the time had passed. Thank you! More

Wendy ROCKS!! She is cordial, polite and professional and a joy to work with. Called me twice and the follow-thru was outstanding. She seemed to be the only one getting stuff done! and a joy to work with. Called me twice and the follow-thru was outstanding. She seemed to be the only one getting stuff done! More

Had a very bad experience with another dealership. Was told to go to Larry H Miller Ford service center in Sandy. Richard took care of the issue in one day. He listened to me explain my experience with th told to go to Larry H Miller Ford service center in Sandy. Richard took care of the issue in one day. He listened to me explain my experience with the other dealership and then did everything he could to make my experience with Larry H Miller Ford one that I have been repeating to everyone that will listen. With service like this I will make my next vehicle purchase another Ford! Thank you for taking care of your customers! More

Very good experience. I am happy with my vehicle and larry h miller ford in sandy. I am repeat customer and will be back again larry h miller ford in sandy. I am repeat customer and will be back again More

Eddy went out of his way to help us get into a new car. This was a very positive and pleasant experience. Thank you. KRW This was a very positive and pleasant experience. Thank you. KRW More

We purchased a new F150 Truck on the 22th of January 2014. We have been very pleased with the performance of the truck. The only issue we have experienced to this point is: When the truck is pulled i 2014. We have been very pleased with the performance of the truck. The only issue we have experienced to this point is: When the truck is pulled into the garage, the antenna bends and slaps against the top entry way. We discussed this with our sales person (Eddie) and he said he had checked with the parts dept. and Ford does not make any shorter antenna. This is certainly something that I will have to replace or fix somehow. Other than this, we are very satisfied with the truck. More