Larry H Miller Ford Draper

Very bad experience purchasing a used vehicle from them. They made verbal promises, but didn't want to put it in writing, I had a hard time getting a purchase contract from them, and when I did it was full of mistakes and missing any mention of their promises. They assured me they'd straighten it all out. But sure enough, when they delivered the vehicle, the paperwork still wasn't right, and worse, the promised bodywork repairs had not been made. The delivery guy called the dealership and got the OK from the general manager, Phil P, to take $200 off the price in lieu of the dent repairs. I heard the whole conversation and even confirmed it myself with Phil. I paid with a certified check with this $200 withheld per the instructions I was given. I thought that was the end of it. Well, a few weeks later when I contacted the dealer to find out why I hadn't received my title, I got accused of shorting them $200. My attempts to reach Phil and straighten this out have been in vain. Multiple messages have gone unanswered. Near as I can tell, my title is being held hostage. I'm not really sure whether this is just a matter of incompetence in the form of poor internal communication within the dealership, or an actual attempt at fraud, but whichever one it is, it sends a bad message about the dealer. Unable to get anyone at the dealership to address this issue or even communicate with me for that matter, I really had no choice other than to file a complaint with the Utah Motor Vehicle Enforcement Division. I have a document signed by the delivery guy confirming that the price would be reduced by $200 due to the failure to repair the dents, so this should really be a slam-dunk. But the very fact that I have to go to that extreme to get LHM Ford Sandy to live up to the agreement, speaks volumes about how they do business there. Nearly as I can tell, they're not the least little bit concerned about customer satisfaction or about fair and honest dealings with customers. Eventually I got my title, but they still hadn't fixed the paperwork, and I ended up paying more sales tax than I should have. When I brought this up with them, the response was that I was a "problem customer" because I "expect perfection". YOU'RE DAMN RIGHT I EXPECT PERFECTION WHEN IT COMES TO KEEPING YOUR PROMISES AND GETTING ALL THE PAPERWORK RIGHT! The very fact that anyone at the dealership has a standard other than perfection is EXACTLY why all these problems occur. The place needs a thorough housecleaning. The staff that doesn't think it's important to keep promises and to get the paperwork perfect should be out on the street and replaced with people who care about doing their job right. And management that's not making that happen isn't doing their job either! To this day, now 4+ months after the purchase, LHM Ford Sandy has not made me whole on the overpayment of my sales tax due to their mistake. What's more, they still owe me the owner's manuals, something that's guaranteed to be included with a Certified Pre-Owned Ford. I asked for them, they were promised, and it's just another in a long series of broken promises. In short, these guys are very unprofessional in the way they go about purchase transactions. It's almost as if they intentionally try to obscure what's really going on. If you do business with them, insist on getting everything in writing, because based on my experience, they try their hardest to leave you in the dark. That leaves a lot of room for mistakes and it opens the door to deception and fraud (which I suspect is the real reason they do it).