Posted by: Hang V
May 20, 2013
I had purchased my 2009 Toyota Corolla new from Larry H. Miller. On May 1, 2013, my check light engine was turned on. Unfortunately, the Service Department at Larry H. Miller was closed, so I ventured to the AutoZone near by. One of the employees said one of my coils was bad, so I purchased one. He then offered to replace it on his own time because the store was busy. He agreed to meet me at my place of employment the next day. I agreed. He met me as stated and he had my vehicle for about an hour. He returned to say the coil was fine and he refunded my credit card purchase in full. He said he replaced my spark plugs and the cost of the plugs and his labor would cost me $20.00. I gave him $25.00 cash. I then had my Safety and Emissions tests as required a few weeks later. The mechanic said one of my coils was bad. He was surprised to hear that my spark plugs were replaced because he said they are good for 100,000 miles. Subsequently, I went back to AutoZone and this employee told me that the coil part was not available and that I should order it from the Dealership and he again offered to replace the coil for me. I went to the Dealership to order the part and I talked to Rich. I told him about my situation. He too said the spark plugs would last me for 100,000 miles. Rich was an outstanding employee and he provided excellent customer service. I purchased a wiper blade for my vehicle. I asked if I should take it to the Service Department to have them place it on. Rich said no and that he would place it on for me and he did promptly. Rich was amicable and extremely professional. After talking to Rich, I became concerned about this AutoZone employee. This AutoZone employee then called me to ask when he can come by my place of employment to install it. I said I will go to the Dealership first. I called Rich because I trusted him. He recommended that I come to the dealership and he would have a Service Manger call me. Within minutes, Greg called me. I explained my frustration to him and he listened attentively. He advised that I come in and he will run the diagnosis at no cost to me. On May 16, 2013, I met Greg at my scheduled appointment. Minutes later, he informed me that the spark plugs were factory originals and that they were not replaced. He too said the spark plugs were good for 100,000 miles. He said had the AutoZone employee replaced the spark plugs with incorrect ones, that my vehicle would have been damaged as a result. After the diagnosis, Greg said one of my coils needed to be replaced. As agreed, the diagnosis was at no cost to me. I was extremely pleased with Greg's kindness and sincere concern to help me. He listened, empathized, informed me, and, most importantly, he kept his word. I was extremely pleased to see the overall trust and teamwork that Rich and Greg shared and displayed. I will certainly return to Larry H. Miller Toyota because of excellent and honest employees like Rich and Greg. I would also recommend that my family and friends also come to this Dealer as well. THANK YOU RICH AND GREG!!! With regards, Hang Vu.