Complaints
This profile includes complaints for Larry H. Miller Dealerships's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 554 total complaints in the last 3 years.
- 213 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/09/2024
Type: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.
I purchased a vehicle from Larry H Miller Dodge in February 2022. My complaint stems from what I believe to be predatory practices which have now resulted in me being stuck in a car that is falling apart. When I entered the ************************ I had agreed upon one number for a monthly payment. As is customary with vehicle purchases (I have purchased over 10+ vehicles in my lifetime from a dealership), he claimed to be working with the bank to get financing. What I was TOLD was that the bank wanted a higher interest rate so my payment jumped up more than $150/month. When I agreed (reluctantly) I was handed a tablet, asked to sign ONCE, and then was walked through the documents in the packet and my signature was added to each page automatically. I asked if I would be receiving a copy of the signed documents and I was assured I would immediately get emailed a copy. After multiple emails to multiple individuals at the dealership and a WEEK later after all lemon law, "change your mind" statutes had expired I was given a copy only to see that $10,000 in extended warranties that WERE NOT explained to me AT ALL had been added to my purchase price. I put down a $10,000 cash down payment and today I cannot trade in the car because it is $10,000 upside down and no bank will finance me on a new car. I need to get out of this van, as it is a financial dead weight and is having transmission issues. What I am asking if for Larry H Miller Dodge to do the RIGHT thing and help me get into a better car without being shady and underhanded. Please help me!
Business Response
Date: 05/10/2024
Hello *************. My name is *************************** the General Manager of Larry ** Miller Dodge Ram Peoria. I would be available to speak on this matter with you and help in any way I can. please call or email me.
***************************
************ phone
********************** email
Customer Answer
Date: 05/13/2024
Better Business Bureau:
I want to Thank you AND ******** the ** at Larry H Miller for helping to resolve my complaint. I have always been someone who was hesitant to "rock the boat", I am typically someone who believes in "live and let live" but through encouragement from my partner I reached out to the BBB and my complaint was sent over and the same day I received a call from ********, the NEW General Manager at Larry H Miller Dodge Peoria. By Saturday I was in the dealership working directly with ******** and his hand selected team to help me with my highly challenging situation. Through changes in policy, new Management and even a commitment that the individual who I believe was ***** and underhanded in my last finance transaction is to be terminated I believe this business went ABOVE AND BEYOND to aid me in getting a new (to me) vehicle that I absolutely adore and even 2 days later feel like was an excellent deal for me and my family.I would highly recommend not only using the Better Business Bureau when you an issue or feel you were mistreated but also, Larry H Miller Dodge who have a customer first focus and helped me with a highly challenging situation.
Sincerely,
***********************Initial Complaint
Date:05/09/2024
Type: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.
They took our car for repairs telling us it would take A few days to get parts and a few days for repairs. They told us they would keep us updated. It has been nearly two months. They never call with information. I have to keep calling and bugging them. They keep saying a few more days. They are dragging their feet and holding my vehicle hostage.Business Response
Date: 05/09/2024
Hello!
This portal encompasses all Larry H. Miller Dealerships. In order to move forward with your complaint, I will need to know which specific location you are working with. Please provide the dealerships name or address, and we can get the ball rolling!Initial Complaint
Date:05/04/2024
Type: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 had a 2021 Volkswagen Passat that I traded in for a 2019 2500 Chevrolet HD after driving it for a couple week not driving it much to notice at first that the truck had problems the brakes are horrible with a really loud squeaking sound and I notice that the truck jerks while slowing down as is the transmission is having problems, I never tried to take it back because I thought it was too late for it being my first used vehicle purchased with problems. I purchased this vehicle on April 8th and had the financing guy call me back on April 23rd saying that we need to come back in to resign because the bank doesn’t want to give us the interest rate we wanted . Went in that weekend but ended up leaving because we were waiting in the lobby for almost a hour and no one came to help us didn’t get a call from anyone until April 30th apologize that they were busy and that they need us to come in so everything can get finalized, at this point I’m not even happy with the purchase anymore or feel safe so wanting to give the vehicle back we asked the finance guy if we don’t sign the paper what’s going to happen he stated that we give the truck back and I get my car back . We showed up requesting our car back and we’ll give the truck back the sales manager told us that we can’t get our car back that the trucks is ours and that we need to make an appointment with the general manager because he says no. and he’s not giving us our vehicle back . I will never be back here to purchase any vehicles they’re liars and scammers .Business Response
Date: 05/07/2024
Hello!
This BBB portal acts as the aggregate portal for all Larry H. Miller locations. Because of this, I will need some additional identifying information to determine which location you are working with specifically. Please let me know the name or the address of the location you are working with, and I can get you in touch with the team best suited to assisting you!Initial Complaint
Date:04/30/2024
Type: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 Oct 2023 We bought a 2011 Chevy Traverse, From Larry Miller Ford in Draper, that should have been a great deal. The finance manager convinced us to pay 4k for a warranty that was supposed to cover 100% of the vehicle. Hadn't had it home a week and already had a check engine light on. Took it to a local Ford dealer and the Warranty doesn't cover the repairs needed at all. Call the dealer to cancel the crap warranty and cant reach anyone. called twice a week for 4 weeks before I finally got someone to respond. They send me the cancellation document and I get it filled out. 3 weeks later the check finally arrives at the Bank and it is for a third of what is left of the warranty. Not the full amount of what is left. Now I am trying to call them again with no response. Message left no call back. I Have called 8 times in 10 days with either no response and no call back when a message is left for finance.
The warranty and maintenance we financed was 4159. Divided by 48 payments that is $86.65 each payment for the warranty. We made 5 payments so far which comes out to $433.25 paid. taken from the original $4159-$433.25=$3725.75. the bank only received a check for 1345.05. That is 2380.70 less than what should have been paid.Business Response
Date: 05/07/2024
Good afternoon, my name is Brian H****, and I am the General Manager at LHM Ford Draper. I have read through this customers complaint and apologize for the inconvenience of having to file this complaint. The customer is correct and only a portion was refunded to the lender. This was a mistake by the dealership, and we will rectify it today. We have spoken to Mr. ****** and assured him this would happen today, and Mr. ****** will receive a copy of the check today to verify the cancellation.Initial Complaint
Date:04/29/2024
Type: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.
I purchased a used vehicle at from Larry Miller Dodge on May 27th, 2023. On April 25th of 2024 I had a leaky tire and went to another retailer-discount tire to have the tired replaced. Upon having the tire serviced, the technician at Discount Tire informed me that the back two tires on the vehicle I had purchased from Larry Miller Dodge (and had not replaced since the purchase of the vehicle, and therefore came with the vehicle upon purchase) were 18 years old on the rear driver's side, and 20 years old on the rear passenger side. The technician informed me that this is highly unsafe and that no matter what, and no matter how much tread, tires MUST be replaced after absolutely no longer than ten years. I contacted Larry Miller Dodge and informed them, that according to Discount Tire, as well as Car and Driver. com, "There is a general consensus that most tires should be inspected, if not replaced, at about six years and should be absolutely be swapped out after 10 years, regardless of how much tread they have left." The sales associate from Larry Miller told me that there was likely nothing they could do, even though this is highly unsafe and that he would have his manager call me. After approximately 24 hours I had not received a call back and called myself, a second time, and spoke to another sales associate who told me the exact same thing- there is nothing we can do, and the manager would call me. I did not receive a call back even after informing them that this is a serious issue and could lead to an accident with bodily injury or even worse. I asked for a replacement of the two back tires as the vehicle never should have been sold to me in the first place with 18 and 20 year old tires.I was told-"there is nothing we can do."Business Response
Date: 04/30/2024
I can see in our phone system we have tried to call ******************** on three different occasions at phone number ************ and phone just rings and rings and there is not a voice mail option. ******************** can bring his 2020 Buick Encore in to the dealership and we will be more than happy to take a look and inspect tires and if they are indeed 18 years old and 20 years old we would be more than happy to replace at no charge.
******************** can reach me at ************ and I will set a time for him to come in. If ******************** does not feel comfortable driving vehicle I can come pick it up and take to dealership and have a technician take a look at it.
thank you,
***************************
************ cell
********************** email
Customer Answer
Date: 05/06/2024
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.General Manager ******************************* took good care of me and addressed my concerns. He replaced 3 tires at no charge as well as apologized for the mistake and inconvenience. I will continue to do business with Larry Miller Dodge Peoria and sincerely thank ************** for making me feel valued as a customer!
Sincerely,
***************************************Initial Complaint
Date:04/15/2024
Type: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 an extended warranty through Larry Miller Honda Boise on a 2021 CRV EXL Hybrid. I sold the vehicle on 2/7/2024 and returned to LMH for refund on 2/17/2024 for this warranty. Paperwork is attached. The financial person completed the cancellation in my presense in the office. It has been over 2 months and I found out last week that Total Care never received this paperwork. I spoke with a Bradley in finance at LMH a week ago and sent another copy of paperwork and still have not received any response or the refund amount listed on the attachments.Business Response
Date: 04/29/2024
To Whom it concerns,
I met with ***** today and was able to give her refund check. She is happy and will continue to do business with us for years to come.
Cody S****
General Manager
Larry H Miller Honda
Phone ###-###-####
Initial Complaint
Date:04/10/2024
Type: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.
Bought a used truck from Larry H. Miller in July 2023 and broke down within a week of buying it because they let us drive off the lot without any oil and filters full of dirt. Verified by jiffy lube. Then the truck is leaking oil and we have taken it in five times spent over $3,000 and it is currently still leaking and from the exact location and part that was fixed previously.Business Response
Date: 04/20/2024
Good morning,
My name is Tripp S*****, and I am the General Manager at Larry H Miller, Chrysler, Dodge, Jeep and Ram. I was recently appointed to this position and am just being made aware of Mr. ******'s concerns. I personally left him a message this morning 04/20/24 at around 11:15 asking him to contact me on my cell phone at ###-###-####. When he does, I have spoken to our Service Manager, and we would like him to bring in his car so that myself and the Service Manager together can ensure we take care of his issues.
He is more than welcome to contact me as mentioned on my cell phone or my office phone at ###-###-####.
Respectfully,
Tripp S*****
General Manager
Larry H Miller RAM
Initial Complaint
Date:04/08/2024
Type: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.
I purchased an extended warranty from Larry H Miller **** in ****** in 2017 when I bought my car. That dealership no longer exists. I went to Larry H Miller Quick Lanes in ****, ** when the radio/computer shorted out. This was August of 2023. The car was still under the extended warranty. Unfortunately, the part was on backorder indefinitely. I made numerous phone calls to check the status, but *************************** who was the service advisor I was dealing with never returned my phone calls. He left that location in December and went LHM **** in ****. I was told by the person covering for him, that I needed to take my car to **** and have them change the radio out with a refurbished one. The warranty company will not approve the sub contract that way. LHM needs to do the legwork and take it to **** not me. I have been calling since the beginning of March, I spoke with ********* at LHMQL who told me after several weeks, that I need to go to where ***** is. I have left several messages for ***** and he still hasn't returned my phone calls. I even tried calling another ********** , spoke with *********************** who at first was helpful but is now not returning my phone calls. When I try to call, I get put on hold, no one ever picks up. I would like them to fix my car, or return the $3200 plus interest, so I can take it to **** myself.Business Response
Date: 04/19/2024
In response to the complaint issued by *****************************, we would like to inform you of the circumstances and resolution pertaining to this situation.The vehicle was brought to our Quick Lane store in October with the concern of the radio not working properly. At that time, the radio was on back order from **** with no release date. We confirmed the radio repair was covered under Ms. ******** TCA extended warranty and since communicating with ****, we were told that due to the nature of the repair, the radio would need to be completed at a **** dealership. Currently, the repair is taking place at ******************. As a goodwill gesture, we have supplied ****************** with a courtesy vehicle at no cost to her. When we are notified that her radio repair is complete, we will pick up the vehicle, verify the repair is complete,and return the vehicle to her. If additional information is needed, please do not hesitate to contact me directly at ************. ***********************, *************Customer Answer
Date: 04/20/2024
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:04/04/2024
Type: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.
I PURCHASES A 2023 ******* TUCSON ON 12/08/23. IT HAS THE NEW CAR WARRANTY ALTHOUGH IT WAS A CORPORATE CAR FOR ABOUT A YEAR WITH APPROX ****** MILES WHEN I BOUGHT IT. A FEW WEEKS AFTER I PURCHASED THE VEHICLE I REALIZED THAT THE REAR AOUTOMATIC HATCH DID NOT CLOSE PROPERLY. I TOOK IT IN TO THE LARRY MILLER ******* SERVICE ***** ON FRI 01/19/24 AND WAS TOLD IT NEEDED ADJUSMENTS AND COULD TAKE A WHILE. I TOOK IT BACK AGAIN ON SAT 01/20/23 AND LEFT IT. THEY COULD NOT FIX THE ISSUE. AFTER CONTACTING ******* CUSTOMER SERVICE I TOOK IT BACK TO ******************************************* ******* ON 02/28/24 AND LEFT IT FOR A WEEK, WHEN I WENT TO PICK IT UP ON WEDNESDAY 02/06/24 THEY BASICALLY HADN'T DONE ANYTHING. THE SERVICE REP TOLD ME A BIG TALE AND GAVE ME THE RUN AROUND ONCE AGAIN.I DID KEEP NOTES ON A LOT OF ME DEALINGS WITH THE SERVICE ***** AND WAS ABLE TO RECORD THE RIDICULOUS CONVERSATION I HAD WITH MY SERVICE REP WHEN I PICKED MY CAR UP THE LAST TIME. ALTHOUGH I KNEW I WOULD NOT HEAR FROM THE SERVICE **** AS I WAS PROMISED ON 03/06/24 I FIGURED ID GIVE IT ABOUT A MONTH BEFOR FILING A COMPLAINT. LARRY MILLER SERVICE **** HAS LIED TO ME AND TREATED ME LIKE A FOOL, IT HAS BEEN INSULTING AND REALLY UNACCEPTABLE. ALL I WANT IS WHAT IS FAIR. I WANT TO KNOW WHEN I CAN DROP MY CAR OFF TO BE REPAIRED, I WANT A CAR PROVIDED WHILE MINE IS BEING FIXED AND I WOULDNT MIND AN APPOLOGY FOR GETTING THE RUN AROUND FOR WEEKS AND WEEKS. THANK YOU! *******************Business Response
Date: 04/18/2024
We have spoke with the client and established a day and time for him to come in and get his vehicle repaired and honored his request to provide a loaner vehicle as well.Customer Answer
Date: 04/19/2024
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:03/22/2024
Type: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.
I purchased a vehicle from them Larry Miller ******* in ******, ** in 2022. I unfortunately also bought a warranty that they stated could be canceled at any time. My car was totaled in January of 24. I went in at that time and signed paperwork to cancel the warranty and get the remainder back. They asked for proof of the mileage when the car was totaled which I provided. They told me Id get about $2500. Then nothing. I inquired in February about how long the payment would take and I got a very rude response from *********************** in finance all in caps shouting at me that it would be 4 weeks. This was at the three week ***** We are now at late March and I still havent received payment. *** called and left messages for the finance manager to contact me and have never received a response.Business Response
Date: 04/03/2024
The refund has been processed and the check is cut. We will mail the check to the customer directly today. I have called the consumer and left a message along with a text asking them to call me to further discuss.Customer Answer
Date: 04/04/2024
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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