Consumer complaint received 2017-10-12
Company: Larry H. Miller Group of Companies
State: UT
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
I am a XXXX, with XXXX children. I am the sole support of my family and I live an hour away from the dealership where I purchased y XXXX XXXX XXXX XXXX on XXXX XXXX, XXXX During the sales process the salsman used his voucher to reduce my price on a bumper to bumper warranty, that also included road side assistance. 
Documents were signed and the transaction was completed. 

XXXX XXXX, XXXX I get a letter that stated my car did not have a safety inspection ... this was six days before the temporary tag expired. I took time off work on XXXX XXXX, XXXX to get the safety inspection completed .... two hours siting at the dealership to be told that the car didn'tpass inspection due to tail lights not working. They said that they did n't have the bulbs on hand. That I would need to come back- I asked what they could do about my expired tags- the service tech sent me on my way ... with expired tags, a car with no tail lights. I had missed work and I was at risk to be stopped or get a ticket ... or worse. Plus I had the inconvenience of needing to come back and miss more work When I got home that night, i had another letter about the car not having a safety certificate. So I called and left a message that I would turn the dealership in to the consumer protection reporters on the local news. 

The next day I asked my boyfriend to take the car back to the dealership ... XXXX it took 20 minutes for them to fix the bulbs and e given a XXXX XXXX number for the license place that was being delivered ... They has sent a license plate for a car that didnt have tail lights. 

XXXX XXXX, I was unable to start my car .... i got a jump start and went to work, hoping that whatever was wrong would n't leave me stranded. I was able to get home all right that evening. but the next morning, I could n't get my car to start again .... I got another jump staart and went to XXXX and bought a new battery. The guy at XXXX installed it, so i knew it was done right. I got around to do my errands just fine. I went to the zoo that afternoon with my company. At XXXXXXXX XXXX., it was dark and raining, and the car would n't start ... I tried a jump start from a coworker, and it still would n't start. 

So I attempted to use the road side assistance on the warranty, but the car started the next time we attempted to jump start. 

the next morning, i took the car to XXXX to be hooked up to the machine and test what was wrong .... The battery was running at 14 Volts and the Alternator was running at 14.5 .... exactly as they should be and no other codes were coming up. For all purposes, the car was fine. 

The next morning, I was stranded again .... The car would n't start and it could n't be jumped. So I called the dealership to find out how the warranty worked. I was advised by the service representative that I did not have a warranty ... I had a service contract for oil changes and tire rotations. I asked why would I do that when going to thier location was so inconvenient for me .... I had a paper that said I had a comprehensive warranty. I was referred to XXXX XXXX XXXX, the company hat serviced the warranty. When I called there, I was told that the comprehensive warranty had been entered and then reversed ... XXXX that usually happens when there is an issue with financing. I have financing ... everything is being paid and I still had a document that said I had a a warranty that I paid for as part of the loan. I was referred back to Larry H. Miller to sort out what happened. 

When I called back to the dealership where I talked to a finance Manager named XXXX, who told me that he could see the warranty was processed properly. He told me he would have his contact at XXXX XXXX XXXX look into the matter ... XXXX but he has never called back. When I call to check the status, I am transferred around or given the voicemail of someone that is not involved with the matter. 

This is a classic case of bait and switch. I feel taken advantage of because I am a woman, a widow and live an inconvenient distance from the dealership.

Company response to consumer: Closed with explanation