Complaints

This profile includes complaints for Larry H. Miller Dealerships's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Larry H. Miller Dealerships

  351 W Opportunity Way Ste 400 Draper, UT 84020-1404

  
• 

  Larry H. Miller Chrysler Jeep Dodge Ram Bountiful

  755 N 500 W West Bountiful, UT 84010-6977

  
• 

  Larry H. Miller Lexus Lindon

  544 S Lindon Park Dr Lindon, UT 84042-1655

  
• 

  Larry H. Miller Chrysler Jeep Dodge Ram Riverdale

  1481 W Riverdale Rd Riverdale, UT 84405-3907

  
• 

  Larry H. Miller Ford Lincoln Draper

  11442 S Lone Peak Pkwy Draper, UT 84020-6880

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/10/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5-14-24 I gave a check for $1,000. 00 as down payment on a vehicle in transit. On 5-27-24 I purchased the vehicle for agreed upon price of $46,811.00. On that date I wrote a check for the vehicle total of $46,811.00, instead of reducing it by the $1,000.00 down payment amount, therefore I overpaid by $1,000.00.Both checks for this cleared my bank on 6-11-24.I have placed 4 calls to the dealership, beginning on the afternoon of my purchase date (5-27-24) about my overpayment. I have not received a refund of the $1,000.00 overpayment, nor have I spoken with anyone able, or willing, to address this matter. I am requesting an immediate refund of $1,000.00.

  

  Business Response

  Date: 07/19/2024

  The guests frustrations are understandable. We were given a check by ************************* on 5-14-2024 as a deposit to secure an incoming unit. We deposited the check and at the time of the car deal both the guest and the dealership forgot about the deposit and they made an additional check to us for the full amount of the vehicle. Once they realized the 1000 was not applied to the transaction they notified us, unfortunately at the time of being notified our CDK (dealer information system) went down and we were un able to locate the 1000 extra money from the guest. Our system is back up and the money has been located and a check has been cut, we handed the check to ************************* on 7/19/2024 for reimbursement of $1000.0 

  Customer Answer

  Date: 07/22/2024

   
  Better Business Bureau:
  
  I have received the $1,000.00  in reference to complaint ID ********, this was the desired resolution.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6-20-24 took my wifes car to a different **** dealer and the problem is what we thought the a-pim and being fixed the right way thanks for nothing Larry h miller I know where I'm going to from now on and it's not to you guys no more updates to mask a real issue and no I won't call to resolve the issue you guys can call me to try to make it better but you won't see my cars again only to finish the oil changes I paid for and that is it nothing else So in the past there service has been really good but i don't know what happened it has really gone down the crapper so we have been having issues with our **** escape it's been in a few times for the radio/a-pim issue they keep just updating it saying needed update or a patch for the update well low and behold guess what doesn't work the update then they tell us bring it back if it does it again it's probably the radio head or the a-pin and then they say we just had to reload the update it didnt work well now we just had our car there once again for the same thing and what do they tell us it needed a patch to the last update to fix the update so on 6-6-24 we are back at **** and guess what it's doing it again and the manager tells me good thing it's only been 3 times it happens alot more then that tells me they don't know what there doing and they know my warranty is up soon so there waiting for my warranty to be done and then they will wanna fix it the right way so the can charge me out the **** for the repairs me and my wife have bought 13 cars from here and have always had the services done here and now this is how there going to treat me well good luck me buying another car there and dealing with there service or the service manager I was having a conversation with my service writer the manager comes in the middle of talking to him not knowing what i was asking him and says we already talked about that why we talking about it again excuse me i was asking pricing questions and you didn't have a clue what I was asking

  

  Business Response

  Date: 07/08/2024

  Hello *****!
  
  My name is ***** Service, and I act as a ******** Service Operator of sorts, and it's my job to get you in touch with the party best suited to assist you.
  
  This BBB portal encompasses all Larry H. Miller locations, and your initial complaint does not mention which specific location you are working with. If you could please provide the name or address of the location that you are working with, I can then get the ball rolling!
  
  
  Thank you.

  Customer Answer

  Date: 07/09/2024

   
  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,
  
  *******************

• Initial Complaint

  Date:07/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ********************************* purchased a 2018 ram 1500 laramie from Larry H Miller in ***********. I had been attempting to talk about concerns I've had on my truck after just two weeks. They refuse to call me back or see me in person. The check engine came on and they said to fix it be $3000 to fix. I tried after multiple times to still talk to someone for help and no one will talk to me. Just made my first payment and can't drive ny truck. I have to file bankruptcy after purchasing this vehicle less than 2 months ago

  

  Business Response

  Date: 07/15/2024

  Hello,
  
  After receiving this complaint we reached out to the guest immediately. The guest was scheduled to have his vehicle in our shop on 07/09/2024, and we plan to do everything we can to resolve this issue.

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late August of 2023 me and my fianc went to Larry H Miller Dodge Ram Surprise located at ****************************************, phone number ************** and purchased a 2020 **** Edge and a 2021 Dodge charger. When we went through the contract with the financing manager ******* (don't know his last name) we me and my fianc were both told that our extended warranties were 2yrs/60k miles which led us to believe that we would have coverage for 2 years or 60k added on to the mileage we bought both the vehicle's at. We were not informed that the warranty expired at 60k on the vehicle. The edge we paid $3,543.00 and the Dodge we paid for $2,000 for. I was also told when in the finance managers office we had a $100 dollar disappearing deductible if we brought the vehicle back to Larry H Miller Dodge Ram Surprise or we could take it to any repair facility and we would have to pay the $100 dollar deductible which we were fine with, however when speaking to the warranty company (total car care warranty) I was informed that we would have to take the vehicle to Larry H Miller Dodge Ram Surprise. Yesterday 7/4 we went to trade the vehicle in at a different dealership and when I called Larry H Miller Dodge Ram Surprise to find out how much I would get back I found out that the contract ended at 60k miles. I was very upset about this as we were mislead into believing we had coverage and paying $5,543.00 for a warranty that essentially would of paid for no repairs because the vehicle still had manufacturer power train coverage.This to both me and my fianc comes at massive surprise that we were lied to by the dealership and sold a warranty that really had no reason being sold to us other than for the finance manager to get a commission off of it. We feel as if this money was stolen from us and it was very unethical practice by this dealership. Which is why we making this formal complaint.We are asking that we get refunded all the money $5,543

  

  Business Response

  Date: 07/08/2024

  This guest got in contact with us trying to trade out on 07/4/24 and we weren't able to help out with the amount of negative equity and their current credit situation.  They put in a poor ****** review afterwards and our finance Director *************************** reached out and offered to provide an additional warranty to make up for the mileage that the warranty that was sold covered.  We are waiting to hear back from the guest so we can get a new service contract signed.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21946536
  
  I am rejecting this response because they lied to us from the very beginning of this deal. There finance manager clearly misslead and lied to us about the coverage we were going to have. They did contact us and offered to give us a warranty that would match what we were told that we had mileage wise. I am rejecting this offer because they lied to us once about coverage we had, and they also when speaking to my fiance today in return want us to take our review down. If the buisness has lied to us one time we don't trust them now. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/09/2024

  We are agreeing to reimburse the money for each service contract back to the respective lender that financed the service contracts.  A check request has been filled out and submitted to our accounting department and as soon as we have tracking information it will be sent to ******************.  I have left a voicemail for him on the number listed.  Thank you

  Customer Answer

  Date: 07/10/2024

   
  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. I did recieve the voice mail from the ** yesterday and I appreciate him for what he has done. Even though this is a situation that never should of happened. ***, thank you for doing the honest thing. I am very satisfied that we will be refunded the money. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When an repair appointment is made at least by the end of the day diagnostics should be given. Not told 2-3 days. Pre-requested a ride along in order for a person to hear the issue. I was told they do not have a technician available then Service Advisor blamed the person who set the appointment. Minutes later, after getting upset, he offered to have the Service Manager complete the ride along. However, I declined because I was told they needed to keep the vehicle for 2-3 days just for diagnosis. This is an ongoing issue since my Mother bought the vehicle 4 years ago. Two Service Advisors are very rude and unwelcoming.

  

  Business Response

  Date: 07/08/2024

  Hello *****!
  
  My name is ***** Service, and I act as a **************** Operator of sorts, and it's my job to get you in touch with the party best suited to assist you.
  
  This BBB portal encompasses all Larry H. Miller locations, and your initial complaint does not mention which specific location you are working with. If you could please provide the name or address of the location that you are working with, I can then get the ball rolling!
  
  
  Thank you. 

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21946326
  
  I am rejecting this response because: ***** Service requested additional information:  Larry Miller Dealership is ********** Avondale.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/15/2024

  Hi *****!
  
  I appreciate your update, the information you provided is perfect.
  
  I have forwarded this complaint along to the General Manager of the location you mentioned. You can expect to hear from a member of their team shortly, they will address your concerns directly.
  
  Thank you for reaching out!

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21946326
  
  I am rejecting this response because:  Although GM has reached out and we are having productive conversations matter has not been resolved..  Acceptance of their response will be forthcoming when the ongoing issue is fully resolved.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/23/2024

  Hello!
  
  Our deadline for responding is coming up soon, so I am following up again to see if a resolution has been reached with the store.
  
  I hope that your conversations have been productive, and I look forward to a speedy resolution!
  
  
  Best,

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21946326
  
  I am rejecting this response because:

  Issue has not been resolved yet.  

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

  Customer Answer

  Date: 08/07/2024

  Hello,

  I have left several messages with ******, General Manager, to set up another appointment.  My calls are going unanswered.  My desired resolution is to receive a phone call to set up another time. Or if they are unwilling to work with us then please have them call the extended warranty company giving them permission for us to go elsewhere.  If permission is given to go elsewhere I would like this in writing.

   

   

  

  Business Response

  Date: 08/19/2024

  ****************** has an appointment set for 8/27 at 7:30am to do a ride along with the service manager and to get her car inspected.  I have reached out to ******************, and she has my contact information if she needs additional help.  

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 21946326
  
  I am rejecting this response because:  Only 2 options are given, accept or reject.  I do not reject their response; however, I am rejecting only on the basis that the matter is not resolved to my satisfaction.  Until the vehicle is fixed will the matter be closed.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/30/2024

  Hi *****,

  Due to the requirements of the BBB, not accepting the resolution that is in progresses causes us to have to continue responding on a regular cadence here on the BBB, even though we have open communication outside of this platform. 

  If you don't mind, we would request that this complaint be closed, and if our resolution does not work out, which we have no reasons to believe that it will not, you may open a new complaint at that time.

• Initial Complaint

  Date:06/27/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  LHM Jeep Dodge dealership in *********, ****. What a bunch of crooks! I bought the 3 oil-change package a year ago (October 2023) and took it in for the second oil change today (July 27th, 2024). After the oil change, I asked when my third one would expire. The service lady said, because my vehicle is a truck and takes more oil, that I only had a two oil-change package and I didn't have an oil changes left after today. FYI - I had called them previously two times within the last month asking when the oil change package would expire and they CLEARLY said that I had TWO more oil changes and that they would expire in October 2024 so I needed to get it in soon. Hence, why I took it in today. I have the sales contract from when I purchased this oil-change package which clearly states that I have 3 oil changes which will expire within 1 year (purchased in October 2023, so it would expire in October 2024 - it's June 27, 2024 today). So they can just change the agreement like that and not honor the original contract??? I expect LHM to honor this contract by honoring the 3rd oil change.

  

  Business Response

  Date: 07/02/2024

  Good afternoon **************,

  I would like to apologize for  your recent experience at ******************. We strive to give our customers the highest level of service possible but we clearly missed the mark **** with your experience. We will absolutely honor your third oil change by the expiration date of your contract. 

  I will be calling you shortly to confirm next steps on my end. Please do not hesitate to reach out to me directly should you have any other issues. 

   

  With respect,

  *************************

  General Manager

  LHM CDJR Riverdale 

  Customer Answer

  Date: 07/03/2024

   
  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,
  
  Larry *****

• Initial Complaint

  Date:06/26/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *************** sold me a package of 3 oil changes. I was informed at the time of the sale that there was an expiration date on the oil changes. I have always serviced my vehicle at the dealership and the service advisor was aware I do not put a lot of miles on the car. If I had been informed there was an expiration date on the package, I would not have purchased it. I am now aware the "service advisor" is actually a commissioned salesperson. I believe *************** engaged in deceptive business practices.

  

  Business Response

  Date: 06/29/2024

  Hello ****,

  We're sorry to hear you were unhappy with the purchase of our oil change package. We do our very best to inform customers of the mileage or time limit placed on the item in question. If you review your paperwork/ RO from the time you purchased our service package, you will see it indicates three services or 12 months, whichever comes first. Certain climates require different intervals of service regardless of the miles placed on the vehicle. ********** is a dry, arid, dusty climate which would precipitate you bringing the vehicle in three times per year. Our service department provides this maintenance package at a $0 dollar markup, this is strictly a retention tool for our customers and a fantastic value for our guests. Please compare the cost of the package to anything similar and you will see this is one of the best values in our industry. We are absolutely willing to provide you a complimentary service to show you how much we value your business. Please contact ***************************** ************ and I can have the service arranged at your convenience.

   

  Customer Answer

  Date: 07/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***************

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold them a vehicle and was told they would pay off the financing and then send me the remaining money within a week. A few hours later they say they missed a signature and ask me to come back. An hour after that they say they forgot another and have somebody come out to have me sign again. After a week I called several times and was told I'd get a call back but never do.1.5 weeks and 3 follow-up calls later they tell me they had me sign the wrong place and needed me to come in to re-sign. Apparently they did nothing for 1.5 weeks and ignored my follow-up calls. I went into the dealership and was told my check was ready and to head to the corporate office to pick it up. Drive there and am told not only is my check not ready, but that it would take 3-4 more weeks. At this point they have had my car listed for sale for 2 weeks but are refusing to pay me for it.A week later I message the salesman who has my car listed and asked why he's allowed to sell it when I haven't even been paid, and he lies and says they bought the car at auction. I call the dealership AGAIN and get told they'll call me back with a update.At this point who knows when I'll get my money, and nothing has gotten done without me calling and reminding them I haven't been paid yet. I don't know how they are legally allowed to sell my car without paying me for it.

  

  Business Response

  Date: 06/25/2024

  Hello!
  
  This BBB page encapsulates every Larry H. Miller Dealership. Could you please provide the name or address of the specific location you are working with, and then we can get the ball rolling!
  
  Thank you. 

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took truck into dealership for diagnostics. Dealership pointed to the truck needing a new sensor. I advised sensor had previously been replaced. They said it needs to be replaced by their part. Once replaced same issue arose. They had the truck for an additional week. Truck is now worse constantly flashing engine code P0522 same as before. I feel like I was scammed out of my money.

  

  Business Response

  Date: 06/27/2024

  Hello,
  
  Thank you for reaching out. My name is ***** Service, I act as a ******** Service Operator of sorts, and I have passed your complaint along to the party best suited to address your concerns. Please be on the lookout for a phone call or some form of direct communication from the dealership as they reach out to discuss the situation and begin working towards a resolution with you.
  
  We appreciate your patience, and we look forward to getting this straightened out.

• Initial Complaint

  Date:06/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We took our daughter there to buy a car. She ended up purchasing one . We were supposed to get a referral check for ****** . We've never gotten it. When I have inquired all we've gotten is the run around. Stating oh the gm **** said it was in process and they don't know why we haven't gotten it.Well **** is no longer with the company I've been told and we have gotten no response from anyone.

  

  Business Response

  Date: 06/14/2024

  Hi *****!
  
  Happy to help. However, this page encompasses every Larry H. Miller location, so I will need some clarification before proceeding. If you could please provide the name or address of the specific location you are dealing with, I will then be able to get the ball rolling!
  
  
  Thank you!

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21831858
  
  I am rejecting this response because: they need the correct dealership

   

  it is Larry Miller ****** Mesa Az on riverview drive
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/20/2024

  We are processing a check for $100.00 for *********************. She should get it by next week depending on when CDK is operational.  Tank you, *********************