Back in 2001 I bought a brand new Cherokee from LHM. I had test drove one and really liked it. I liked everything but I wanted fog lights. Sales manager says I have this exact one with fog lights, we'll do it for $xx,xxx (don't remember the price, not important though). Great, get it ready and we can go sign papers. By this time it's after 10pm, we had been there all-day. We sign papers, drive it home. We're happy. The next day we are out driving and I realize it doesn't have cruise control, the one we test drove did. I go back in that day and bring it to their attention. I started off politely, thinking it was an honest mistake. Sales manager was a complete jerk about. We go back and forth, it escalates. He's trying to get me in to his office instead of on the sales floor...hell no, we can take care of this right here. Finally after a lot of arguing, he finally gives in and I they agreed it was their mistake and they install cruise control on our new jeep.
A few weeks later, I get the survey in the mail on how did they do from the mothership. Well, I filled it out honestly, didn't give them all high marks, gave explanations for my ratings, etc.
It's now been 6 months, we're on a trip heading back from Vegas. We're in between Vegas and Mesquite, it's 115* degrees outside and the transfer case locks up solid (at freeway speed
). We call the roadside service that came with the Jeep, get it towed in to the Jeep Dealership in St. George. They confirm the t-case is toast and they need to get a new one, it'll be a couple days. Cool, just get me a loaner car (part of my original agreement was a 5 year warranty, Sales Mangers exact words were, "if anything ever happens and your Jeep needs to be repaired, you'll be taken care of. This includes loaner car, all costs, etc) and I'll be on my way. Nope, no loaner car included. Call the Sales Manager and ask him WTF! Tells me, well since you didn't give me perfect marks on your survey, I'm not doing anything for you and hangs up. Found out that since they were (are?) a 5 star dealer, anything less than that really dings them.
Moral of the story, I'll never buy another vehicle from the LHM group. Sorry for your frustrations Jack, buying cars shouldn't be that way.
I've bought several vehicles from dealers since then, three from Karl Malone, and I've been satisfied with each experience. KM was by far the best experience each time by far.
