ComplaintsforPaul Miller Ford-Mazda-Auto Outlet

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I cannot get a response concerning a refund on my service contract. I noticed the dealership ion April 15, 2024 I had traded my car, sent an odometer statement (which was the only document requested), and received a refund for my gap insurance but nothing regarding my service contract. Again, the paper work was submitted almost four months ago

  

  Business response

  08/13/2024

  My apologies, I was unaware of customers issue. We reached out yesterday to customer and we are having his paperwork process.

  Sincerely,

  Customer response

  08/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

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• Initial Complaint

  05/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paul Miller Ford reneged on an accepted offer in writing, after I drove 2 hours to purchase. See attached written proof below. May 4, 2024 had an accepted offer for a new F150 for approximately $55k. Confirmed the offer in writing TWICE with salesperson to ensure the out the door price. Once I had received written confirmation of the total cost, I accepted the offer. Obtained childcare for my two children, paid gas/food/travel expenses, turned down other outstanding offers from other dealers on comparable new trucks to buy this truck from Paul Miller. Even called them on my way to give my info to get the paperwork started and triple confirmed my total price out the door. Got to the dealership, was told that truck now “wasn’t even on this lot, our GM uses it as a courtesy car to travel back and forth.” This was not initially disclosed but they agreed to go get the truck for us; (which I find out later had over 2000 miles which was not advertised) They then gave us a courtesy truck to use while we waited 2 hrs for the truck to get back. While waiting, I was presented a new offer sheet showing an increase in the total price now up to $60k! When inquiring of the discrepancy, the manager told me his salesman was “mistaken, he misunderstood our offer and I can’t sell this truck for $55k.” I explained that was not my problem and I had agreed to their offer of $55k out the door. The manager said “I’ll have a talk with my salesman but he doesn’t have the authority to present that offer” even though I explained this salesman represents the manager and the company. I showed him the text written proof of their offer that I agreed to and the manager refused to honor their offer. I explained that this is an illegal business practice and that once an offer is accepted, they cannot revoke that offer. I was told to “have a good day.” This business will be held accountable for this unethical and illegal business practice and compensation for my time, expenses, and lost monies.

  

  Business response

  05/10/2024

  I'm sorry for the confusion in translation between my manager and salesperson relaying the message to the customer. I see he is wanting compensation. The numbers that where given was an honest mistake, but I do understand the customers frustration. What was he exactly wanting to be compensated for? Miles, time?  I did reach out to him with no phone call back. I did leave him my personal cell phone. Thank you.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12/2023 - purchased 2016 **** ******* from Paul Miller Auto Outlet. >1 month later, entire rack-and-pinion steering system seized up; vehicle could not be safely steered/controlled. This is very clearly a safety issue. Took it to an authorized **** dealer, and extended warranty only covered portion of repair because it was a pre-existing condition (dealer sold it that way). We paid 495.00 out of pocket to repair ****. Returned to Paul Miller and said they should buy back the **** and help us buy a safer vehicle. They said we would only be treated like any other first time customer, and they gave us $5,500 for the **** (we paid over $10,000) and sold us a 2022 ****** *******. Since the **** is unsafe, we felt we had to agree. The Finance person refused to tell us any figures, rates, payments, or other options and said I would see the numbers when he prints them for us to sign. I told him that was not honest, and he got very angry and whipped his computer screen around, knocking my coffee over. I felt too intimidated to do anything but sign the deal. When I got home I had a bad feeling, and checked my bank account - the finance person had overcharged my debit card by $1570 for the down payment (charging me $2070 instead of the $500 on the paperwork). I called and told them they had to fix this. 4 days later, 3/1/2024, ***** called me and said the deal was declined, and needed to be rewritten under different terms and resigned. We negotiated new terms that were in our favor: lower rate, shorter term, lesser payment. We called & texted the dealer over a 4 day period, left detailed message about the new terms we were given and wanted to resign, but nobody would call us back to take care of this. I called again on 3/5/2024. F&I mgr. said that none of what I was said her was accurate and deal is done. I called ***** - they verified that dealer screwed us; now I have to go to ***** to refinance to get the deal we qualified for and should have had.

  

  Business response

  03/19/2024

  Let's start at the beginning, first of all the **** that she purchased did not have a safety issue and was not pre-existing as the steering rack seized on customer. The customer would never had been able to drive the vehicle. It wasn't until 2 months later that the vehicle had an issue. We at Paul Miller tried to take care of the customer and get the customer into a newer vehicle. When the customer came in to the Outlet we gave her options to pay the deductible or get them out of the vehicle. The customer elected to be traded out of the vehicle, keep in mind even trading someone out we can't remove sales tax from what the customer paid but does received tax credit on the new car. The customer came in for 2 days straight and looked at 10 vehicles, and kept texting the sales director to see what else he could do. Finally the customer agreed to the ****** ******* and we discounted the vehicle to offset the negative equity. The customer also cancelled the warranties that she purchased and received that credit as well. She applied that money as a down payment on the new vehicle. The customer agreed to the terms and signed the deal. ***** the Sales Director asked if there was anything else he could do and at the time it was all good. The customer then returned with a letter showing the deal was declined, the bank actually sent the letter due to a course online from the bank. The customer was working with the bank and looking to have some of the different benefits that credit unions offer that we at dealerships can not. Thankfully we at Paul Miller record our financing to protect the customer as well as our company. We will be looking through our files to verify customers complaints and see what other actions we may need to take.

   

  Regards,

  Customer response

  03/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: it is now March 19, 2024 and I still have not had resolutions that I was promised by *** ********, the manager, in terms of cancelling my GAP and extended warranties so I can refinance the vehicle through ** ******* ****** *****.  None of my calls or messages were returned until I finally heard back 2 days ago from ****** *******, who told me she JUST THAT DAY got word she was supposed to cancel them (more than 8 days after I was there in person in *** ********'s office listening to him promise to get it taken care of that day, and send me email confirmation... of course that never happened).  Anyway, I am still waiting for the cancellation to be processed.

  The behavior of the F&I manager was inexcusable; the video should show that clearly.

  The explanations and excuses on the part of Paul Miller for treating a customer so unprofessionally and without regard to honestly when it comes to following through on verbal promises is appalling.

  
  Sincerely,
  
  ********* *******

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I towed my vehicle to Paul Miller Ford. They were the closest dealer that could handle the F450. The technician Jason told the driver the problem was the waste gate valve. After agreeing to the repair the part was replaced. The driver took the truck and headed out. The truck went two hours down the road and the same thing happened again. The low engine power code came up on the dash. The driver pulled the vehicle to the side of the road. Turned the vehicle off to reset the code and drove it to the truck stop to get off the highway. Paul Miller misdiagnosed the problem and put on a part that did not need to be replaced. I lost my job because I had to hire someone else to finish the route to deliver the load I had on the trailer. That was additional funds lost.

  

  Business response

  03/04/2024

  To Whom it may concern;

  The customer came in asking us to replace the turbo, after scanning engine and looking at real time date the gate valve was completely frozen an inop. The technician replaced the gate valve and then rechecked vehicle. The vehicle was operating as designed. Also the customer prior to the vehicle coming into our shop had the engine replaced at another facility. We are all about helping the customer and also feel bad the customer had another issue. Can we please get documentation that the Gate Valve was bad again? We would be more than happy to refund money with proper documentation.

   

  Regards,

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this business to get my rear sliding doors on my van fixed as well as other mechanical problems.. I have a warranty with a company and they approved this work, I was required to pay a $200 deductible. One of the things that Paul Miller Ford did was a recall on a part that immediately broke. I had to than spend hundreds of dollars at a another dealership to tell me that Paul Miller put the wrong recall part in. I should be reimbursed for that but I doubt that's going to happen. My main problem is that they have never fixed my rear sliding doors. I spoke with ******** several months and she told me they would mail the hardware to another dealership in the state I now live in to be installed. It's been a year now and one of doors has gotten to the point where I can't even open it. I paid for this work to be done already. I paid and nothing has happen, they actually cost me more money by installing the wrong part in as well. I called them 2 weeks ago and the guy I spoke with said they would get back to me. Nothing has happened. I need my doors fixed that I already paid for. They should also compensate me for installing the wrong part in my vehicle but I'm sure they are not going to take responsibility for that. ******** was the one I've been in communication with the whole time that has not gotten anything done.

  

  Business response

  08/18/2023

  As the general manager of our company this is the first I have heard of this complaint. I am requesting documentation from the dealership that is stating the wrong parts were installed. Please send dealership inspection as the documentation is needed so we can reach out and help. Where an extended warranty is involved reimbursement to a customer is not a valid option, and standard practice we would work with another dealership to have issue taken care of to ensure any workmanship is handled correctly. Also this documentation is needed as this has now become a complaint after a year.

   

  please forward documentation.

   

  Regards

• Initial Complaint

  06/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have never conducted business with Paul Miller Ford Auto, nor do I want to, yet they believe that I am another person who has conducted business with them, and are constantly spam me with unsolicited communications (particularly emails) addressed to this other person who purchased a vehicle/vehicles from them. I have tried to unsubscribe from these emails, and apparently have been re-added to their mailing list. I have tried calling the business multiple times to ask to be removed from their database, only to be referred to a human resource department that never picks up their phone and does not have a voicemail box where I can leave a message. When I've asked for a manager or owner I am always told they are unavailable. Although I share a surname with the other individual I am being confused with, we do not have similar email addresses, and there is nobody who would have given Paul Miller Auto my address instead of the other individual's, which means that at some point they must have proactively searched for an email and accidentally found mine. I have attached an example of one such email I have been sent. I simply want to stop receiving contact fromt his business and be removed from their databases.

  

  Business response

  06/20/2023

  we will double check that the customer's email address is deleted from all of our internal systems

  Customer response

  06/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******** ***** *** *** ***** **** ***** **** ********* ****** ******** ****** ** ***** ******** ********* ***** ***** ******** ***** **** ******** ** *** ********** **** ******* ******* ******** ***** ********* **** ************* ******* ****** ******* ********* **** ****** *** ******* ********* *** ********* *********** ** ***** ********* ******* ********* *** ** **** *** *** ******** ********* ***** ***** ********* **** ****** *********** ** ****** *** **** *********** ** ***** ********* **** ************* ***** *** *** **** ************** 

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle has an incomplete recall that the dealership is refusing to do any maintenance on. Recall number 12S37 - Issue date 2012-07-26 Description “FORD MOTOR COMPANY IS RECALLING CERTAIN MODEL YEAR 2001 THROUGH 2004 ESCAPE VEHICLES EQUIPPED WITH 3.0L V6 ENGINES AND SPEED CONTROL MANUFACTURED FROM OCTOBER 22, 1999, THROUGH JANUARY 23, 2004. INADEQUATE CLEARANCE BETWEEN THE ENGINE COVER AND THE SPEED CONTROL CABLE CONNECTOR COULD RESULT IN A STUCK THROTTLE WHEN THE ACCELERATOR PEDAL IS FULLY OR ALMOST-FULLY DEPRESSED. THIS RISK EXISTS REGARDLESS OF WHETHER OR NOT SPEED CONTROL (CRUISE CONTROL) IS USED.” Safety Risk “A STUCK THROTTLE MAY RESULT IN VERY HIGH VEHICLE SPEEDS AND MAKE IT DIFFICULT TO STOP OR SLOW THE VEHICLE, WHICH COULD CAUSE A CRASH, SERIOUS INJURY OR DEATH.” Remedy “FORD WILL NOTIFY OWNERS, AND DEALERS WILL REPAIR THE VEHICLES BY INCREASING THE ENGINE COVER CLEARANCE, FREE OF CHARGE. THE SAFETY RECALL BEGAN AUGUST 3, 2012. REMEDY PARTS ARE EXPECTED TO BE AVAILABLE IN MID-AUGUST 2012. UNTIL THEN DEALERS WILL DISCONNECT THE SPEED CONTROL CABLE AS AN INTERIM REMEDY, IF PARTS ARE NOT AVAILABLE AT THE TIME OF AN OWNER'S SERVICE APPOINTMENT. OWNERS MAY CONTACT FORD AT 1-866-436-7332.” All information provided was found on Ford’s recall support website.

  

  Business response

  11/16/2022

  Through Ford computer system shows that the customers vehicle does not fall under the recall in which he is describing. The safety recall #12S37 is an engine cover and has nothing to do with a running issue or anything that could cause serious injury.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This past February my family purchased a 2015 Jeep Compass Latitude from Paul Miller Ford. When we went to make the purchase we asked a sales associate where this car was on the lot since we had found it online. While on the lot the car was taken off of the computer as the company claimed they did not have anything at that price. Eventually the car was found and based on a screenshot purchased for the originally advertised price. During the paperwork signing we were informed that while the car was showing empty on the gas gage and they were not able to put any gas in it. It was then sent to *** ******* in Georgetown for repair where it remained for 3 weeks. Over time, when we attempted to fill up the gas tank we began to notice that the issue of the gas tank shutting off prematurely was still apparent. There was also a new problem that occurred on occasion of the ignition taking multiple times before it would start. Upon further research of this issue, these two things go hand in hand. After discussing these unresolved issues with Paul Miller Ford and requesting to have another Jeep dealer to do the repairs it was towed back to *** ******* in Georgetown on October 10th. The first week it was there the mechanic had COVID and it was never looked at, we were then informed they were ordering the same part that was supposedly changed back in February and it would take 20 days to come in. This past week we were informed that the car was fixed along with a picture of a half tank of gas. We then asked the company to show us that the car can reach a full tank in which they refused and claimed they could not get authorization to do so from Paul Miller. In multiple phone calls that my husband and I have made to Paul Miller we have been hung up on, yelled at, lied to, and we can't seem to get the same information from the two car companies involved. It is now 11/4/22 and at this point they are refusing to fix the Jeep and there is nothing that can be done about it.

  

  Business response

  11/04/2022

  I just got off the phone with Mrs ******. She and her husband are coming in today to meet with me to try to trade her out of that vehicle 

  Customer response

  11/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: They will not do anything until the Jeep is on their lot. They were suppose to pick it up Saturday or Monday morning and *** ******* still has the Jeep and they have not contacted them or made any effort to pick it up. At this point they have done nothing.

  On Friday 11/4/2022 We went to Paul Miller and were given 3 options:

  Keep the Jeep. Which is not an option. 

  Trade the Jeep for another car on their lot. They don't have anything in our price range to meet our needs and, at this point, we don/t trust them.

  Buy the Jeep back. That is really the only option.

  They would not do anything until the Jeep is back on their lot and they have made no effort to go get the Jeep. 
  
  Sincerely,
  
  ****** ******

  

  Business response

  11/09/2022

  The ******’s picked up their vehicle on Tuesday the 8th around 6pm. It has been repaired by *** ******* 

  Customer response

  11/14/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  We got a message from **** ******* on Tuesday saying that the car was fixed. The mechanics looked at the Jeep and looked at wiring etc. and the Jeep was completely fixed. We took the Jeep to have the oil changed and asked them to look at the Jeep and check the brakes. We were wondering why they were squeaking when Paul Miller Sales told us tires and brake pads had been replaced in February. When they looked, the mechanic at HRS Autocare said, the pads had been changed but the routers had not. The routers are damaged and need to be replaced. Rear brake caliper needs lube and the CV axle is busted, it is throwing oil. With the oil change that would come to $623.00. That is not including the Transmission Maintenance that is recommended. That total bill would be $937.97. We totally understand this is a used car but putting brake pads on damaged routers and a busted CV axle are things a mechanic that just checked the Jeep on Monday or Tuesday of this week should have seen. You cannot put brake pads on damaged routers, knowing they are damaged. That is not okay. That was the sales pitch we were given. New tires and brake pads were just installed. This was found on just a 24 point inspection. At this point it is proven that it is not safe for my 17-year-old daughter to drive, something **** and I discussed in his office on 11/4/2022. He agreed. I don't have $937.97 dollars to put into a car that we don't trust. Now I know why they were so insistent we purchase the vehicle service agreement. Problem is, they are not covered by the agreement, or our deductible is more that the repair for each individual problem. All of this after the Jeep was in the shop for 1 month.

  While trying to determine if the transmission needed the maintenance recommended (forever 60K miles) by HRS Autocare,  or if it had been done by AAMCO Transmissions, we discovered that on 11/13/2021 they had replaced a Total Integrated Power Module on that date. On 12/15/2021 they replaced a Fuel Level Sensor and reconnected loose wiring. On the CARFAX it just says Maintenance inspection completed on both dates. We were also unable to contact ******* Master Tech Auto Repair to see what Vehicle Service was done on 1/8/2021. We do know on 1/13/2022 Paul Miller Ford Mazda performed some type of Safety inspection. The vehicle was offered for sale on 1/21/2022 and then Tire condition and pressure was checked, Fuel level sending unit was replaced on 1/25/2022

  Had this information been disclosed on the CARFAX, we would have never purchased this vehicle. Once again, the CARFAX only said Maintenance inspection completed, the only red flag was that is was on 2 separate dates 11/23/21 and 12/15/2021.

  This information also proves that Paul Miller Ford not only new about the fuel sensor problem before 2/12/2022, but they had also made several, unsuccessful, attempts to fix it.

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used Ford Focus in 2019. After a few months, the transmission began failing. It sputtered and jerked constantly. I took the car back to get it fixed. They told me there was a recall on the clutch transmission and “fixed” the issue. After about a year, it had the same problem. When I called, they said the replacement piece was not in warranty anymore, and I would have to pay out of pocket. Finally, in May of 2022, the car completely broke down. I had the car towed to Paul Miller Ford, where they again said it was the recalled part and would fix it. However, the piece was on backorder until October. Initially, they said they could get me a rental car, but they would only pay $40/day. The rental car came out to $44/day. I informed them that was unacceptable due to the length of time. After going back and forth, they said they were able to get the price down. When picking up my rental car at Enterprise, they said it was covered. Finally on September 16th, 2022, my car was fixed after 154 days. Paul Miller Ford will not give me my car until I pay $617. They want me to pay the overage for what Ford will not cover from the recall issue. How am I liable for any rental fee when they knowingly sold me a vehicle that had multiple recalls and a class action lawsuit against Ford for selling them? I never signed anything about the rental from Ford; I never received an email or a letter. Nothing about the fee was in writing or communicated clearly. The service department at PMF has been lazy, dismissive, and rude regarding this issue. I have never been so upset about a purchase or interactions with staff members. Paul Miller Ford should be in my corner and advocating for my situation. Instead, everyone I have talked to has passed me off. They expect me to pay hundreds of dollars ON TOP of car payments and insurance I have been paying for months, so they don’t have to cover the rental. This is a shady business with little to no communication with its customers.

  

  Business response

  09/20/2022

  We have the phone recording’s where customer was explained the process and fees. We were offering to cover some of the expenses to try and help but since the customer found it necessary to get her attorney involved. Now she has tied my hands, regards,

  Customer response

  09/22/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I listened to the recordings, I suggest the other party does as well. I clearly state that I will not be spending hundreds of dollars on a rental car due to the recall issue stemming from the car they sold me. After several phone calls, the person makes it seem like it will not take long and it will not be the initial price quoted. I am glad these recordings exist to further prove that I had no idea I would be charged $4 per day for 154 days. Paul Miller Ford made it seem like they had cut me such a break from getting the price down to $308. This is still too much, plus, I had to take Lyfts all weekend because they would not resolve the issue and give my car back. Furthermore, they did not call back after the repeated attempts to have this reconciled until I had my attorney call.
  
  Sincerely,
  
  ****** ******

  

  Business response

  09/26/2022

  We are refunding the $308.50 to customer as I have already contacted her attorney to advise.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a 2017 **** **** which has been in the repair shop at Paul Miller **** for six weeks, Due to faulty manufacturing, the engine has to be replaced. Because of numerous **** backordered parts, the vehicle is still undriveable and in the shop. I went to Paul Miller **** to inquire whether they would accept my **** **** for trade. Two sales people and managers said yes, they could do that and that they do it all of the time. I found a vehicle to trade, was told I had a done deal, signed various papers, and four hours later, when they told me I was going to go into the office to complete the deal, a sales manager came out and told me they could not accept my car. So, the whole day I was told they would accept my trade, given an offer, had a deal accepted by them, and then they broke their agreement.

  

  Business response

  08/20/2022

  We have successfully helped mr ***** and traded him out of his vehicle. 

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