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:01/02/2024

  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 I purchased our 2023 ****** Frontier at the Mesa location we were advised by the salesperson and finance representative that the appearance package would cover dings and scratches. I was not concerned when I scratched my bumper since I thought it was covered. After speaking to the new general sales manager it is not covered. I was also informed that I needed to bring my truck to the Mesa location for certain services and recalls. The Mesa location is over 100 miles from our home and when I arrived was advised the ****** location could have provided the services. From the start of working with the finance manager when purchasing the truck where we were promised a lower rate than told to purchase more packages which raised the amount to being advised the package purchased did not cover dings and scratches. The new sales manager approved a full credit for the package. However, I have never been so disappointed by the fraudulent information shared with me that I would now want the full amount owed on my loan and be done with ******.

  

  Business Response

  Date: 03/07/2024

  *********************** mention the "Mesa" location. Before I can pass along your information to begin resolving this, do you mean the Larry H. Miller ****** **** location?
  
  
  Thank you!

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21087489
  
  I am rejecting this response because: yes the Mesa location is what I am referring to.  
  
  Sincerely,
  
  **********************************

  

  Business Response

  Date: 03/13/2024

  To whom it may concern,

  With regard to what this client believes is covered or not covered under the appearance package contract, each client is given a copy of any and all contracts.  The appearance package is only for paintless dent repairs, some restrictions do apply.  Since we cannot deny or confirm what was said or implied our sales manager has offered to refund the client the entire amount of the appearance package.  The client has been notified of this.  Our understanding is the client was going to come in to sign the request for contract cancellation.  The client has not done so.  

  With regard to location of repairs, maintenance, recalls and all factory warranty repairs can be completed at any ****** dealership in the contiguous *************.  If the client requires maintenance or repairs that are covered under a ********** contract the client must go to a Larry Miller Dealership.  Some exceptions exist.  The client should read their contract for an explanation of these exceptions or give any Larry Miller service department a call.

  With regard to the clients request to pay the balance of the loan, we offered the client the maximum allowable amount for the vehicle.  Unfortunately, the maximum allowable amount does not pay off the loan.

   

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21087489
  
  I am rejecting this response because: I called the location to let them know I needed to reschedule.  I emailed and also did chat to get a hold to notify of reschedule.  Never received a response.  I live in ****** can the document be signed by my step daughter who lives there or can it be emailed to me to sign.  
  
  Sincerely,
  
  **********************************

  

  Business Response

  Date: 03/20/2024

  The dealership typically needs the client to be present to sign any documents. Please feel free to reach out to discuss when would be a good time for you to come to the dealership. - ********************, General Manager, ************

• Initial Complaint

  Date:01/02/2024

  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.

  I attempted to purchase a vehicle from Larry Miller Dodge Peoria in Peoria, Arizona the seller I dealership he’s me to put down money on a vehicle to reserve the vehicle so when I with the fully down payment but when I arrived they came up with a different car. I signed a contract for the car and drove the car home 3months later I got a call from the saying the deal fell through and I had to put in another applications in and so I did. I made payments and now the dealership is requesting the car to be returned

  

  Business Response

  Date: 03/18/2024

  Tell us why here...Response to BBB Complaint Case # ********
  
  **** **** purchased a new 2022 Dodge Charger in May of 2023.
  After not being able to obtain Lender Financing Dealership asked Mr. **** to
  return vehicle. At that time Mr. **** provided a Co-Signer to try and obtain Financing.
  Dealership was able to obtain a Lender approval. When the contract was in for
  funding the contract was kicked in funding for lack of documents Lender was requesting
  from Mr. ****.
  The Dealership was working with different Lenders on behalf
  of Mr. **** and was not able to obtain financing. Mr. **** damaged the rear
  rims and tires in this time frame. Mr. **** drove the 2022 Charger from May
  2023 until March 2024. In this time Mr. **** did not make any car payments. Mr.
  **** put approximately 21,000 miles on the new 2022 Dodge Charger. Dealership defiantly
  doesn’t owe Mr. **** anything. Dealership has vehicle back and will not ask Mr.
  **** for compensation for miles and damage accrued on the 2022 Dodge Charger.
  
  
  
  Sincerely,
  
  Larry H. Miller Dodge Ram Peoria

• Initial Complaint

  Date:12/31/2023

  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.

  Oct 25 2023 I bought a brand new jeep. After a few days the ac stop working. Iv brought it in twice and its still not fixed. I call them once a week to check about making an appointment and they keep forgetting. I would like this issue resolve immediately. No more excuses.

  

  Business Response

  Date: 03/07/2024

  Hello!
  
  We have many Larry H. Miller Dealerships. If you could be more specific about which one you are dealing with, I can pass along your info to the location best suited to resolving this with you!

• Initial Complaint

  Date:12/29/2023

  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 took my car for repairs to replace my turbo charger on it because thats all it needed its a 2020 car they were waiting for the part because gm was on strike 3 months later they tell me they found all these things were wrong with it its a lie everything is brandnew on my car they did this to my car they said there was stopleak in it they did this to scam me replaceing the turbocharger they brokesomthing and charging me for it

  

  Business Response

  Date: 03/07/2024

  Hello!
  
  We have many Larry H. Miller dealerships and your complaint does not specify which location you are working with.
  
  Please respond once more with some additional information about which location you are working with and we would be happy to begin resolving this with you!

• Initial Complaint

  Date:12/17/2023

  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.

  i bought an additional key fob from them and it does not work it will not do remote starting either fix it or refund ALL my money

  

  Business Response

  Date: 12/18/2023

  We have 7 dealerships in the *********** area.  If the customer could *********************** be specific as to which dealership they are working with, we can reach out to them for a resolution.  Thank you--

  Customer Answer

  Date: 12/23/2023

   
  Complaint: 21020743
  
  I am rejecting this response because:  ******** ****** on alameda
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/07/2024

  Hello ***, we apologize for the delayed response. This complaint was sent to our offices in **** and never received by the dealer. I appreciate you taking the time to speak with me and look forward to meeting you in person to rectify the situation. We obviously will no issue correcting the function of your remote or refunding you the cost of the remote. I look forward to working with you soon and resolving the issue. Thank you.

• Initial Complaint

  Date:12/12/2023

  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 2022 Jeep Gran Cherokee Summit Premium from Larry Miller ******************************************. In the last year I have had the car in there 7 times for the exact same issue my radio. first time they said they could not find the issue. second time they replaced a speaker. still have the rattle on speaker but that was not the issue the radio had the root cause problem which was not found until the 3rd visit and i have been back in 4 more times for them to go through their process to authorized a new radio. This occurred in beginning of Oct 2023 care was brought the end of Oct 2022. One yr dealing with them for a radio. Now its December and still no radio. 70K car and the service manager has not called me back to give me any information and i have spoken to him twice. I need to know what recourse I have that i can take against this dealership. I have brought a Brand new car and have extended warranty and I have not received any service what so ever. I am driving a brand new car less than **** miles on it and the Radio does not work properly. I need some recourse against this dealership. The service department and Manager are not responsive at all. They should lose their license the way that they treat paying customers.

  

  Business Response

  Date: 12/18/2023

  I was able to connect with ******************** and he did confirm that we did in-fact recently swap out his radio and that he is satisfied.  I offered my contact information and explained should he need anything to reach out to me directly.
  
  Please let me know if there are any additional questions!
  
  ***********************, General Manager
  ************ (my new cell)

• Initial Complaint

  Date:12/08/2023

  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.

  On 5/13/23 I (wrote a check for) bought a 23' ******* Santa **** from Larry Miller *******. After all the paperwork had been signed I was taken outside for a walk through explaining how everything worked on the vehicle. On a final walk around I noticed that the sliding cover for the bed of my vehicle didn't close and latch like it should, after many attempts by myself and *********** employee it still wouldn't close correctly. He told me that he would make note of it and to call the service manager in a few days to find out when this can be fixed. I have tried several times to call the manager with no luck and with no call back after leaving my number. I have gone to the dealership several times and every time I have asked for the manager they seemed to always be in a meeting. I want this part replaced, I bought a new vehicle and I want it to operate like a new vehicle should.

  

  Business Response

  Date: 12/14/2023

  The customer has been in store and we have ordered the warranty parts. The customer is being taken care of. 
  
  Thanks!
  
  ***********************
  General Manager
  Larry H. Miller Hyundai
  Larry H. Miller Genesis
  Direct ************

• Initial Complaint

  Date:12/06/2023

  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.

  ****************** not good, at all. I (Not a mechanic and certainly not a ****** mechanic) found out with 30 minutes of online research that I had a Valet key and it can not be used to make extra keys. Well, I bought a Sequoia that only had 1 key and it was a Valet key. I also learned that locksmiths with ****************** can clone the key so it works. So I call Larry Miller ****** and they tell me they can and I told them twice it was a Valet key and they told me they could make another key for me. I drop it off and ask them to let me know if it will go over $200 and 2 hours later I have to ask how much longer it would be (they quoted 1.5 hours). It turns out they can not make a spare key, but they did program the *** that I already programed myself and never asked them to do anything to and they charged me $325 for essentially cutting a key I bought in the parts department and it will open the doors, but not start the darn car. Their solution was to extort me for $1500 for an new ECU.I have heard ****** service is great, but these clowns don't know a thing about ******s if it took them 2 hours to figure out want a dope like me could figure out in 30 minutes of web browsing, that is a very bad sign. ****** service is BY FAR the most clueless bunch of yahoos I've dealt with. I guess it is good that they are reliable because you don't want to deal with these thieves. Buy a ****** their mechanics know what they are doing at least.Save $325 and 2 hours of your life and find someone else to do the work you need done.

  

  Business Response

  Date: 12/14/2023

  We have found a 3rd party company that can assist you with programming the key to your truck. It is never our intention to give information that is incorrect.  We did not sell you your vehicle, nor did we sell you the key.  We did, however, give you the options that we can do and the options that were given by Toyota.  We have been unable to reach you, so if you would like our help, please let us know.
  
  
  *************************
  General Manager
  Larry H. Miller *************
  ************

• Initial Complaint

  Date:12/05/2023

  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 2014 ****** Forester from Larry H Miller ****** 2 years 4 months ago. When I purchased the car I purchased a 4 year ***** mile comprehensive warranty with the car for an additional ****. Total paid was *****. The issue is they sold me a warranty that does not cover parts due to rust that was on the vehicle when I bought it. When I purchased the car I asked them To fix the brakes and they test drove it and said everything was fine. So I bought the car. A couple weeks later I took the car to a ****** repair shop to have the emergency brake inspected and tightened and they discovered it actually didnt even have one and all parts were rusted away. I took it back to the dealership to have them explain this to me why I was sold a car without an emergency brake and a warranty that doesnt cover the parts that were not even on the car due to rust. I was told by the used car manager that this happens all the time and they would fix it and they did for free at a total of **** dollars. I then asked them before I took the car back is there any other parts on the car that are not going to be covered due to rust and the service writer who helped me said no everything looks fine. That was not true I received an estimate from one of there other dealerships for over ***** dollars of repairs which some of the repairs are not covered due to the existing rust that was on the car when I bought it. If a pre inspection for the warranty was done properly they never would have sold me a warranty as it would not qualify. I never intended to buy a rusted out vehicle or warranty that doesnt cover parts listed due to rust. What Im asking for is the dealership to buy the car back for ***** and a refund for the remainder of the warranty.

  

  Business Response

  Date: 12/06/2023

  Could the customer *********************** respond with which ****** dealership in ** he was working with--**************************, **********************************************************; or ****************, *********************************************; or *******************, *********************************************************** When we know the specific dealership, we can reach out to find a possible resolution.  Thank you--

  Customer Answer

  Date: 12/06/2023

   
  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,
  
  *****************************

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20961567
  
  I am rejecting this response because: The dealership is Larry H Miller ****** ******** ******** on 104th st
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/11/2023

  Hello,
  I am very sorry to hear about this ongoing issue. This is the first time I have heard of this and I am happy to look into the issue more. Is there a good time this week that we can speak and try to come up with a solution to this problem?
  
  Thank you 
  *************************
  General Manager
  ************
  *************************************

  Customer Answer

  Date: 12/16/2023

   
  Complaint: 20961567
  
  I am rejecting this response because:

  I wrote the General Manager ************************* a lengthy email asking for a call email or text so we could discuss the  options and I received no response from the business and its been 6 days since I sent the email.  I am willing to discuss the issue with the dealer but they did not respond to my request for a call email text or a meeting in person. 

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

  

  Business Response

  Date: 12/19/2023

  "I have responded to him.  Thank you."

  *************************, General Manager

   

• Initial Complaint

  Date:12/04/2023

  Type:Order 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.

  My wife and I paid Larry H Miller for a warranty program that they provide through Total Cate Auto for our Jeep Cherokee. We started this warranty last year. As of October 13th 2023, we filed to cancel this program. We have contacted *************** and they have proceeded to cancel things on their end. It is now on Larry H Miller. We have called a dozen times since October 13th to cancel, and we continually get no response, we are sent to voicemail, and no one responds. I did get ahold of someone a few weeks ago that said they would get back to us once they speak with accounting. They never got back to us and have proceeded to charge us twice since the original cancellation request. At this rate we assume we will get charged for December as well. We are quite frustrated about this entire experience. Any help is appreciated.

  

  Business Response

  Date: 12/05/2023

  Could the customer *********************** provide the name of the dealership and preferably also the last 8 numerals of the *** so that we can track it down in the system?  Thank you--

  Customer Answer

  Date: 12/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 
  

  The name of the dealership is Larry H Miller ************* located in ****** **. 
  

  The last 8 digits on the vehicle vin are EW189736

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

  

  Business Response

  Date: 12/14/2023

  This was a SPP contract and our records indicate that a refund was issued on 12/11/2023.  The refund was issued by the same method as the original payment.  If there are any further questions, please call ************.  Thank you-