Larry H. Miller Ford Draper

Poor customer service from the service department.. I took my car to this dealership for a factory warranty repair. After picking the car up I had to return the car as the repair was not correctly done. I took my car to this dealership for a factory warranty repair. After picking the car up I had to return the car as the repair was not correctly done. After the car was there for two days I attempted to find out way it was not being repaired and the service department line was always busy and my messages were not returned. I went to the dealership to find out why the car was not being fixed and they indicated it was done. However, when they returned my car to me the front bumper grill as torn off the car. The dealership acknowledged that they had damaged the car. They agreed to order the part and fix the car. That was eight days ago and despite being promised that they would keep me advised they have not called me and, as I found out today, even ordered the repair part. I am going to pick my car up and get it fixed by my insurance company who can discuss the repair bill with the dealerships insurance company. The service department does not seem to care about the issue so I would advise that you never service or purchase a car form this dealership. More

Don’t do it. Good sales experience and price and Tyler was great but truck has multiple warranty issues that are now becoming safety issues and no one will return Good sales experience and price and Tyler was great but truck has multiple warranty issues that are now becoming safety issues and no one will return my calls or text messages. Blake, the advisor I had been working with on these issues is apparently no longer there and no one else seems to care at all... Would not recommend. More

** POOR CUSTOMER SERVICE!! ** FUTURE CUSTOMERS PLEASE READ!! TERRIBLE SERVICE DEPARTMENT! FIRST.. let me say that there is two great people working there , our sales guy Sergey an FUTURE CUSTOMERS PLEASE READ!! TERRIBLE SERVICE DEPARTMENT! FIRST.. let me say that there is two great people working there , our sales guy Sergey and his finance manager Carlos. They were awesome and they worked hard to get what we wanted. This is the second car we have purchased there in just over a year, spending $100k +. We purchased a certified pre-owned 2018 Explorer and also purchased their extended warranty that covers everything keys, engine, electrical, body dents etc. We purchased this explorer at the tent sale at Mountain America expo center on May 2019. We clearly saw the vehicle had numerous body dings, door pillar cracked. They agreed to repair it and that it was “A SIMPLE FIX”. After the purchase we made a appointment a week later to get it repaired. They told us it would be a full day of repair work to drop it off early Monday (Jun 10th) so we did. We got there in the morning and our assigned service guy was Blake , he wasn’t in yet that morning. Their manager Eric checked us in and told us “ as soon as Blake gets in he will call you with an update”.... 4 PM comes around and no calls. I called and Blake never showed up to work and my car hasn’t been touched all day!! We went back later that evening and the manager put us in a loaner vehicle because now they are going to need it for a few days. I’m totally fine now that we have a loaner vehicle for my family to get around. A few more days go by and ZERO updates. I call LHM and finally talk to Blake, he has no clue who I am. He stated he never received the work order for my vehicle. He promised he would get on it. Few more days go by and I’m the one needing to call for an update and guess what? My car still hasn’t been worked on. They have been getting bids from different body shops for the repairs because the first bid was too high. Really xxx? So I called our great sales guy about a Entertainment Package we were suppose to get because we bought at the tent sale that to this date HAVE NOT RECEIVED! We also mentioned the nightmare with our car at the service department. He said he would check on it and boom now the car is going somewhere. Remember ..... I know where my car is at since I can track it with my phone. I text our service advisor Blake (yes I texted him) for an update and to express our frustration and he said he said the body shop said they’ll need it until next( that will make it 4 weeks on 7/8/2019). I understand the fact that the auto body shop is probably backed up but all I need is an UPDATE on my vehicle at least every few days. I work in customer service and I can tell you I would not be successful if I provided this type of customer service to my customers. Our Ford Explorer has been sitting around longer between LHM/2nd party auto body than we have actually owned it. I only rated one star because of great sales guy Sergey/ Carlos. If upper management would like to contact me, service department has my cell phone number. You can call me anytime. “A COMPANY IS ONLY AS GOOD AS THE PEOPLE IT KEEPS” More

Another failure by this dealer. Today, was simple. I paid for service and tire rotation that should include a car wash. No car wash!! But I did get finger prints on my dusty custom Today, was simple. I paid for service and tire rotation that should include a car wash. No car wash!! But I did get finger prints on my dusty custom wheels. Car wash would solve that. Now I get to do it. If you offer a service, then do it. Don't make the customer have to ask for it. Today was just the icing on the cake. 2 months ago, I brought in my 2017 Explorer for service and tire rotation. Got my car washed this time but realized when I got home that the tires were never touched. I purchased the Explorer from this dealer. Paid cash. Was told I had a 3 services included with purchase. But, had to fight for everyone. Tried to order weatherguard floor mats. 3 times I, placed order at the parts department. 3 times I had to follow up. Never once receiving a call from parts with any status on my order. And never got the mats. I had purchased other vehicles from this dealer going back to Butterfield days. I purchased my 2018 F 150 from Performance Ford. And apparently I need service it there or Ken Garff. So, before the Customer Relations Manager waste their time responding, try this! Don't except excuses for failures from your employees. Excuses are just reasons why you did not provide expected customer service. Excuses don't solve problems. Make employees accountable before the failure!! More

Service Integrity in Question I was concerned with some of the service work that was recommended initially, and asked that you look at my vehicle service records to make sure we we I was concerned with some of the service work that was recommended initially, and asked that you look at my vehicle service records to make sure we weren't doing something that had already been done unnecessarily. Because your the Ford dealer I trust that your recommendations are sound. I went back to my vehicle records of service work performed, and found that 4 of the recommended service procedures had been done between 6,500 and 8,000 miles ago. When looking at Fords website it would appear that some of these are done at 15,000 mile intervals, and others at 50,000 mile intervals. If this is truly the case it would have reduced my invoice about $705. This causes me great concern with your business integrity. 1. - Did the service work that should have been performed 8,000 miles ago actually get done? Or, 2. - Was this service work recommended only to drive up a customers invoice to improve revenue targets and/or commissions. In all fairness, I would like some honest answers before I take the actual survey because I am typically very pleased with you guys. More

Terrible customer service. Aside from Nate in service department, this place has awful customer service. I was supposed to be called about my car giving me an update on the diag Aside from Nate in service department, this place has awful customer service. I was supposed to be called about my car giving me an update on the diagnostic and what time during the day I could come pick it up, never got the call so I tried calling multiple times and was either put on hold for an endless amount of time, or no one answered period. I then got off work later and went in to just pick it up anyway and what a surprise THEY LOST MY CAR KEY. They had no idea where it was and no one had left a note or anything about the status of my car. This is the 3rd horrible experience I have had here, I would take my ford to a Toyota dealership before I come back here ever again. More

Unusual way to sell a car They are very nice and happy. You trust them, purchase the car, then they call you saying the car price was wrong. Actualy they did not say anything o They are very nice and happy. You trust them, purchase the car, then they call you saying the car price was wrong. Actualy they did not say anything over the phone. I was called to sign a paper. When I arrived it was a new contract. The car price increased about 4000 dollars. They promissed maintenance for 2 years, then for 5 and made pay for it, gave me only one car key, a total mess and lack of respect and commitment with a customer. I could write a lot of more problems I am having buying this car. They called me to talk. We set up an appointment. I waited one hour and went back home. The guy did not show up in the dealer to solve the huge problem they created to me. I am feeling like a fool! More

Culture of Deception I was contacted by a LHM salesperson about an inquiry I had made online. I indicated I felt it was probably better to wait until closer to the lease e I was contacted by a LHM salesperson about an inquiry I had made online. I indicated I felt it was probably better to wait until closer to the lease end of my current vehicle (Mercedes C45) as I still owed 5 months of lease payments. The lady said, "Well, what if we can get you out of that lease?" I said I would be open to that and getting into a less expensive car. After several hours of being passed between four different individuals, and deciding on an Edge ST, they asked if I could handle a $700/mo payment on a 2018 Ford Edge ST, which they would heavily discount as it was the last day of 2018 and they needed to get rid of 2018 inventory. Plus this "new" car had 3300 miles on it. It wasn't until I got back home and had a chance to review everything a bit more calmly and without the pressure that I realized they had done specifically what I told them I didn't want to do - pay off the lease myself, essentially having 5-6 months of paying for two cars, but only having one to use. I stated that clearly and unequivocally. They had rolled my remaining lease payments into my new car loan! The next day, when I asked them about, I said, "If you were going to have me pay off my own lease, why didn't you just recommend that I keep my Mercedes, and make the lease payments myself? Then, I would have the use of both cars! Now, you set me up to pay interest for the next seven years on my remaining MB lease payments while not even having the car to use for the months for which I am paying!!!" Obviously, they didn't offer that as the better option because then it would be obvious what they were trying to obscure from me - that they weren't "getting me out of my lease" at all! I was getting myself out of it without having the benefit of the car I was paying for! Then, one of the selling features I was shown (on a 2019) was the ability to remote start from the FordPass app. It wasn't until I got home and tried to use that feature on my 2018 that I discovered it's not actually a feature on the 2018. It's unfortunate! I had dealt with LHM Mercedes of Lindon twice and found them very honest, but apparently that culture is not pervasive in all of LHM's dealerships. Given my experience with LHM Mercedes, I had let my guard down and allowed myself to be hoodwinked. Lesson learned! More

Awesome and honest Ty was great. He was honest with what we needed to know and very knowledgeable . He was also personable and was easy to talk to with no pressure Ty was great. He was honest with what we needed to know and very knowledgeable . He was also personable and was easy to talk to with no pressure More

Exceptional service They went above and beyond. This is twice in three years. You will not find anyone better than Phil and the crew. Thank you Lhm Ford Lincoln of Draper They went above and beyond. This is twice in three years. You will not find anyone better than Phil and the crew. Thank you Lhm Ford Lincoln of Draper! More