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 has 55 locations, listed below.

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• 

  Larry H. Miller Dealerships

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

  
• 

  Larry H. Miller Honda Murray

  5808 S State St Murray, UT 84107-6135

  
• 

  Larry H. Miller Lexus Murray

  5686 S State St Murray, UT 84107-6158

  
• 

  Larry H. Miller Toyota Murray

  5650 S State St Murray, UT 84107-6131

  
• 

  Larry H. Miller Used Car Supermarket Sandy

  10990 S Auto Mall Dr Sandy, UT 84070-4180

  

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:06/06/2024

  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.

  Went to look at an Altima advertised online for $20995, sticker price on the vehicle shows $26995. I asked if they would honor the lower price online and they said they would. I said picture posted of the car shows low tire pressure - accurate but not a good selling tactic. We test drove the vehicle and put air in the tire. I discussed how I didnt want to pay more than $20000 and the sales floor manager said the online price might be the best he could do but he would ask. Got back to the dealership and we agreed on $20500. Asked if I could pay cash check or cashier check he said preferably not cash since its a pain to count. Went back to catch a ride with my sons grandma, brought the check back and they said they now need to either patch or replace the tire so our originally agreed price of $20500 went out the window and they gave me two more higher price options. When asked about $20500 said it was never agreed upon and higher *** said no. Felt like Ive been taking advantage of I did not pay them and walked out.

  

  Business Response

  Date: 06/12/2024

  Hello, *******!
  
  I will be happy to assist. I have looked up your information in our system and you had a positive hit with both Larry H. Miller Casa Chrysler Jeep, and Larry H. Miller **************** If you can confirm which specific location you are working with, I will be more than happy to get the ball rolling!
  
  
  Thank you.

• Initial Complaint

  Date:06/05/2024

  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.

  The issue I am having is on april 29th I bought a car from what you have listed as larry H miller ****** which now goes by *************** I bought a 2015 jeep renegade which immediately ediatly had issues, I then went back to ************** and was switched into a 2017 Nissian Rouge on may 1st. I drove this car for aproximently 1 week and could tell there was an issue with the way it was running. I took it to ****** and was told "you are being a hostile woman." and was told nothing was wrong with the car because the check engine light was not on. the next day the check engine light came on and I called again and brought the car back in after my return from being out of the country. I dropped the vehicle off on 5/13 and was told that in fact the transmission needed replaced, which is what i told them the issue I thought was. It has now been in the shop for 3 weeks, with what i have been told the supplies are all there and ready to be put in have not been. For the last two week I have been told that the car should be ready by tuesday 5/28 and then was told it would be done by today 6/5. I called ********************* today the service manager and was told the car will no longer be done today and can no longer give me a date in which the car will be done. I have now had to make payments on a car i have driven for less than a week. With no insight to when the issue will be resolved, I have been called names, disrespected and wasted resources to no avail. I would like for my car to be finished correctly. Please help if able, thank you sincerely.

  

  Business Response

  Date: 06/12/2024

  Hello!
  
  This complaint appears to be for *************** which is not affiliated with Larry H. Miller dealerships. If the guest purchased their vehicle from Larry H. Miller, years ago, we will be happy to help! But it sounds like it was purchased recently, which would mean that it was not purchased from a location that we own.
  
  
  Thank you.
  

• Initial Complaint

  Date:06/05/2024

  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.

  In March 22, 2024 I entered a lease agreement with Larry H Miller for a 2024 Grand Cherokee 4xe. I agreed to a low mileage lease with the intention of driving the vehicle as needed and purchasing the vehicle at the end of the lease. With 113 miles on the vehicle it stopped working due to defect. The battery has been replaced and the history of defect means that I cannot use the vehicle as needed. The risk of malfunction is too high and Chryslers resource for roadside assistance does not operate on weekends. I have contacted Chrysler about getting out of the lease and they say it is an issue with the dealership. The dealership has been unresponsive to my multiple requests to be contacted by the general manager. I have a vehicle that I cannot use as intended and have had no response on how to resolve.

  

  Business Response

  Date: 06/14/2024

  I met with ********************* and his concern is a quality issue and the amount of miles he agreed to in the lease agreement.  After discussing a few different options, we agreed to trade him out of his lease in to another one with a lease agreement of ****** miles per year verses ***** miles per year.  We are in the process of locating a vehicle that meets his specifications and will have the transaction completed next week.  

  Please feel free to contact me with any further questions.

   

  Regards,

  *********************** *************)

• Initial Complaint

  Date:05/28/2024

  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.

  *********** went in to see if we could trade in our 2021 ****** 4runner trd off-road with only ****** miles for a new ****** 4runner off road. We were in constant contact with sales person by the name of ******* stating that everything would be taken care of while we worked on paperwork today 5-28-24,we were told that our trim running boards, roof rack, and $2,600. Off-road tires could be removed and placed onto the new car without issue.Today 5-28-24 we went in to make sure the truck was present ******* wasn't not available that day. We were approached by another manager telling us that they were only going to give us $6,000.less then what ******* had given us.MYIM ? HE WOULDN'T GIVE ME HIS LAST NAME & ******* had decided to LOW ball our trade in and charge us for the trim they would charge us that were told to be traded without issue,we left because there were so much cheating low balling going on.When I called back hours later speaking with **** he stated that my trade in isn't worth what the sales person ******* had told us,and would CHARGE US AT DEALERSHIP MARKUPS,THE PARTS THAT WE HAD ALREADY ON MY OLD VECHILE THAT ******* STATED WOULDN'T BE A PROBLEM SWITCHING OVER so we left. While speaking with **** he continues to say we could come back,otherwise the car we had on HOLD WOULD BE AVAILABLE FOR SALE. Weeks of waiting for our new car was completely PRICELESS DISAPPOINTMENT FROM SALES PERSON,& 2 MANAGERS @ LARRY.H.MILLEE BQ

  

  Business Response

  Date: 05/30/2024

  ********************* came to our facility with a drastically different idea as to what the value of her vehicle was. We very politely attempted to explain the value she was seeking would not be the value we could give for her vehicle. She also wished to remove multiple items from her trade in, roof rack, running boards and tires without accepting this would reduce the value of her trade in. We discounted our vehicle, which typically sells for MSRP, and offered her a much higher value for her trade than the market would dictate. She left, but later called back to purchase the vehicle at the price we offered. She purchased our vehicle and decided to keep her trade. In the end we believe the resolution found was acceptable for all sides. 

• Initial Complaint

  Date:05/23/2024

  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 own a 2016 Ram with an Ecodiesil engine. I bought this truck from Millers in Bountiful and have had all my maintenance done there including all recalls. I had a problem where the engine just stopped when I was on the road. I took it into their shop on April 10. Today is May **************************** their shop. They replaced the fuel injector twice. They broke the first one and also cracked the housing when installing it. The bottom line is I drove in with a running truck and they ended ruining the engine and a month and a half later they still have the truck I am making payments on a truck I can't drive. Larry H. Miller Ram is charging me $1600,00 to put a bandaid on this truck. The truck was running when I took it in and they broke it. While the charge is $1600, the value of the truck will go down because of the repair. So really $1600 + $24,000 loss in value. As an update, truck was finished again on 5/22/2024 but was called by the service manager informing me that on the test drive the fuel pump failed again. It needed to be towed back to the garage and have the fuel pump replaced. This is directed towards the Larry H Miller shop in West Bountiful.

  

  Business Response

  Date: 05/30/2024

   In regard to ************************* truck. So, the customer brought the vehicle in due to loss of power and throttle control light coming on. We found the high-pressure pump had failed due to the faulty recalled part. We replaced the entire fuel system including the pump per the recall instruction. After driving and running vehicle the vehicle died after a loud sound. Upon inspection we found the high pressure pump we just replaced had failed and blown apart causing damage to the front timing cover. We replaced the high-pressure pump and timing cover under the manufacture parts warranty. After replacement we test drove vehicle again. check engine light came on. Found that there was a code for incorrect crank signal. Upon testing and inspection found the magnetic ring on the back side of the crank shaft had failed. This portion of the vehicle has never been touched other to repair this issue for the guest part is only accessed by removing the transmission from the vehicle. According to the manufacture the only way to get the crank shaft is to replace the entire engine part which is not serviced separately. Notified the customer he expressed his frustrations about the $24,000 price quote to replace the engine. He asked if we could get warranty assistance from the manufacturer. I reached out to our factory rep to ask for assistance for **************. Was told due to the age and ************** not being the original owner there was no assistance that could be offered by the manufacturer. *** our Rep did let us know of an old part number he could get to help repair the vehicle without replacing the entire engine. *** the repair would still be the customer's responsibility. I notified ************** of the information I had received from the Rep. *** did let him know that we were given a cheaper way to repair the vehicle without having to replace the entire motor. I let him know the cost would be $1,600.00 to install the repair kit instead of the original $24,000 cost we initially had. ************** (still not happy) did ok for us to complete the repairs. We completed the repairs. Service Manager drove the vehicle and on the test drive one of the fuel lines popped off. Technician replaced the line at no additional cost to the customer. We road tested the vehicle again with no issues. Notified the customer vehicle was in working order and ready for pick up. We also while this customer's vehicle was in the shop, provided him with a loaner car at no additional cost to this customer while vehicle was down for repairs.

• Initial Complaint

  Date:05/23/2024

  Type:Customer Service 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.

  In April of 2023 I had a recall on my vehicle. ******* took my vehicle and said they needed to put in a new engine. Three different times they said they fixed it and they did not my car is still displaying the same error code. I spoke to a manager named **** who told me that my car was no good and he would help me trade it in due to the inconvenience. That was a lie and my car is still out of service. *** tried calling and reaching out. Im ignored. I called the ******* on ***** since Ive been dealing w the one on lomas. A lady told me she would call me back and never did. **** is avoiding my texts and phone calls even after he told me that my car was no good after the recall.

  

  Business Response

  Date: 05/24/2024

  Thank you for submitting. It appears your complaint is with ******* on Lomas and not ******* on ****** Please correct with the appropriate store for the proper resolution. 
  

  thank you,

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

  LHM ******* Albuquerque 

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

  

  Business Response

  Date: 06/10/2024

  Hello *** ******** My name is *********************, I am the new GM of ****************** I just received your compliant and I wanted to see if I can help. **** is no longer with us as well and I have a new service manager. I cant promise anything other than we'd be happy to look into it for you and see if there's anything we can and offer a reasonable explanation. My number is ************

  Customer Answer

  Date: 06/11/2024

  Complaint: 21754053
  
  I am rejecting this response because the number he provided to reach him isnt correct. I called twice and the lady told me I had the wrong number 
  
  
  
  Regards,
  
  Cairo ********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  

  Business Response

  Date: 06/12/2024

  try my cell phone ************

  Customer Answer

  Date: 06/15/2024

  Complaint: 21754053
  
  I am rejecting this response because: they arent doing right by me and my car. I never had a problem with my car until ******* took my car for 9 months. And it sat in the parking lot for most of the time. I had went over there to pick up my wallet in September last year and my car was sitting in some dirty a** lot with dust hadnt been touched or moved since April. Now they have all these reasons they cant fix my car. So Ill probably have to get a lawyer 
  
  
  
  Regards,
  
  Cairo ********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:05/22/2024

  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.

  On April 12, 2024, I took my 2010 Wrangler to Larry H. Miller Casa Chrysler Jeep Service Department for an oil change and to have my brakes inspected and replaced based on wear-n-tear. It was recommended that my front brakes be replaced and that the back brakes still have time. There were also additional maintenance repairs suggested and agreed upon. After picking up my vehicle after service on the same day as dropped off, my front driver's wheel locked on me while I was in traffic on my way home within 5 miles of the dealership. My vehicle had to be towed back to the service department as my vehicle was no longer drivable. Necessary repairs and damage to the vehicle were made within a 3-week period. The dealership loaned me a vehicle at no cost during repairs. The service and general manager promised a refund of the initial service cost purchased on my credit card. We also agreed upon a settlement amount for compensation for endangering my life and others. I was promised a written letter stating that I had a $500 credit with the dealership for service department costs towards parts, labor, service fees, etc.. As of May 22nd, I have not been reimbursed and I have not received a letter stating I have a $500.00 service department credit as proof of agreed upon settlement. I have filed a dispute with my credit card company, sent multiple emails, and left multiple phone call messages to both managers. At first, calls were returned, but then no emails or calls were returned. I would like to be reimbursed immediately as a credit card refund and receive the service department credit letter that was agreed upon as proof of credit with the company.

  

  Business Response

  Date: 05/29/2024

  Dear Ladies and Gentlemen of the BBB.

  We would like to submit the following response to Ms. *****s complaint and request for refund for repairs completed by our company and a credit of $500 which was promised as a credit for future purchases in our Service and/or Parts Department.

  1.  We have already provided Ms. ***** with a full reimbursement via check ****** in the amount of $1489.51 dated 14 May 2024.

  2.  We have also sent an email to Ms. ***** giving her documentation asserting the $500 credit she has towards future purchases in our Service and/or Parts Department.  This email was sent on 29 May 2024.

  3.  We also apologized in our email for our communication, confusion and poor follow up.

  We have provided Ms. ***** with restitution in the form of goodwill of $1489.51 along with the letter of credit promised for future purchases and Larry H Miller Casa Chrysler Jeep.

  We hereby request BBB close this case as we have fulfilled our promises and obligations on this matter.

  Thank you.

  Walter A*****, General Manager, Larry H Miller Casa Chrysler Jeep

  Customer Answer

  Date: 05/30/2024

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

  In my original request, I stated that reimbursement payment has not been received causing me to file a dispute claim with my credit card bank that was utilized for the payment transaction on date of service. I had asked in my request to be reimbursed at this time directly to my original payment method to stop further delays in reimbursement.

  The dealership in their response to BBB is claiming that they have reimbursed me by check without follow-up on their end. I'm assuming the check was mailed using the U.S. Postal Service since no check was delivered to me in-person -- could it be lost in transit? Have they checked to see if my credit card bank dispute is being processed by one of their departments?

  I did receive an email from the General Manager that is acceptable to my request for documented proof of the $500 credit line at the dealership service department for services and parts.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 06/03/2024

  Hello!
  
  Our service manager at the location in question spoke with ***** personally again today.
  
  The guest had submitted a chargeback through her bank while our check was in transit, and we have reached an agreement that the check will be destroyed/returned upon delivery, and that we will not fight *****'s chargeback. 
  
  This should leave everyone square and the situation should be resolved!
  
  Once again we would like to apologize for any frustration during this process. Thank you!

  Customer Answer

  Date: 06/05/2024

  
  
  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:05/15/2024

  Type:Sales and Advertising 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.

  on or about May 13, i went in to pick up my vehicle i had for repairs and general maintenence w/ Mark Miller ******* they had performed the general maintenance i requested, oil change, tire rotation, safety and emissions and a rrecall repair, but they had also performed maintinance i had not authorized, nor had my insurance company authorised, and because they performed it prior to my insurance companies evaluation and estimate was completed, it invalidated the insurance cl;aim i had filed to get the repairs completed, the insurance company is now denying reimbursment. the dealership is withholding my vehicle because i do not want o pay for repiar work they did without being authorized and approved and is threatening me with jail time and a criminal record if i dont pay them, while still holding onto my vehicle.

  

  Business Response

  Date: 05/21/2024

  Hello!
  
  Your complaint seems to be with Mark ********************** ******* This BBB Portal is for the Larry H. Miller Dealerships, and the Mark ********************** ****** location is not affiliated with Larry H. Miller Dealerships.
  
  
  Thank you.

• Initial Complaint

  Date:05/15/2024

  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 brought a car from **** it had two recalls and now my car is at the dealership because of the recall it is going on 3 months now and I have nothing to drive and still have to pay a car note I only have ***** left to pay they want trade my car in nor help me in any kind of way

  

  Business Response

  Date: 05/15/2024

  Hello ******!
  
  This BBB portal encompasses all 50+ Larry H. Miller locations. Please provide the name or address of the specific location you are working with and we can get the ball rolling!

• Initial Complaint

  Date:05/14/2024

  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.

  April 13th,2024 my 2021 *** ******* sport was traded n by *************************** ******** as the co-signer. This vehicle was traded in for her 2024 jeep grand Cherokee. The dealership still has big processed any documentation that requires the payoff check to be sent to *** via Jeep. It has been well over 30 days and this needs to be addressed.

  

  Business Response

  Date: 05/24/2024

  The guest complains that the dealership has not paid off the outstanding amount owed on a vehicle she traded to the dealership as part of her transaction.  According to the guest: The dealership still has [not] processed any documentation that requires the payoff check to be sent to *** via Jeep. It has been well over 30 days and this needs to be addressed."
  
  The dealership made the pay-off on the trade-in on May 17, 2024.  The guest should be able to confirm this matter directly with the lender.  
  
  To the extent the guest has any further questions, she should feel free to contact the dealership.  We appreciate the opportunity to be of service.