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:11/27/2023
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.
Worst car service I have received in my lifetime.
I scheduled my 2019 Jeep Renegade for routine Total Care maintenance on Friday, November 10, 2023, indicating I would wait. I was told the following services were recommended: replace wiper blades, replace differential lubricants front and rear, replace sparkplugs, and replace cabin air filter. I wasn’t told these services were not covered by Total Care or factory warranty and was not given pricing beforehand.
I was informed sparkplugs and cabin filter were not in stock and had to be ordered from another dealership, and that I would have to return later in the day or the next day. I can’t understand why these common parts are not stocked by your dealership.
After waiting four hours, I paid $477.29 to get my car released. That included parts and labor of $81.40 for wiper blades, and $294.70 for front and rear differential service.
I returned the next day but was told remaining services could not be performed on Saturday.
I returned again Monday and waited three more hours for sparkplugs and cabin filter to be installed, at which time I was charged another $963.35 including $361 to replace sparkplugs, $105 to replace cabin air filter, and $382.50 for Valvoline fuel injection service.
My total cost for services, Total Care warranty and recommended, was $1,440.94, and took three visits to the dealership and total wait time of seven hours.
I did some research on J.D. Powers and other sources and discovered the cost of replacing the cabin air filter was around $20 to $50 parts and labor. The average cost for a lubricant replacement in the front and rear differentials of a 2019 Jeep Renegade is $252, and the cost of replacing wiper blades on a 2019 Jeep Renegade ranged from $20 to $40 per blade. The cost for a fuel injector replacement for a 2019 Jeep Renegade is $371 on average, and mine were just serviced, not replaced.
It appears to me the dealership is upselling and price gouging.
Business Response
Date: 11/27/2023
As we have 15 dealerships along the Wasatch Front, if the customer could please provide which dealership he was working with we could then contact them about this complaint. Thank you.Customer Answer
Date: 11/27/2023
Complaint: ********
I am rejecting this response because while my complaint was against Larry H. Miller Chrysler Jeep Dodge Ram in Bountiful, it went to headquarters for all LHM dealerships.
The more I think about my experience with your dealership, the madder I get.
I purchased this vehicle from your dealership just over a year ago, on 9/20/22. The purchase included $3671 of "Value Added Products" including a Total Care Auto Vehicle Service Contract and Total Care Auto Maintenance. That was the beginning of the overselling by your dealership, and a fat lot of good it did because it did not cover front and rear differential service, fuel inductor service, and cabin filter. Further, The price to replace sparkplugs, $361, fuel injection service, $382.50, and replacement of the cabin air filter, $105, seems predatory as were the Total Care prices which covered nothing.
Larry H. Miller Organization business principles are posted but violated; Caveat Emptor (Buyer Beware) should be posted instead. You are trading on their good name.I did not give a desired resolution in my initial complaint, but I am getting nowhere with the dealership manager and now desire a refund of the $1,440.94 I was charged for service and or the $$3671 I paid for so-called value added Total Care products.
You should also know I scheduled my 2019 Jeep Renegade for routine Total Care maintenance on Friday, November 10, 2023, indicating I would wait. I was told the following services were recommended: replace wiper blades, replace differential lubricants front and rear, replace sparkplugs, and replace cabin air filter. I wasn’t told these services were not covered by Total Care or factory warranty and was not initially given pricing. I was informed sparkplugs and cabin filter were not in stock and had to be ordered from another dealership, and that I would have to return later in the day or the next day. I can’t understand why these common parts are not stocked by your dealership.
After waiting four hours, I paid $477.29 to get my car released. That included parts and labor of $81.40 for wiper blades, and $294.70 for front and rear differential service. I returned the next day but was told remaining services could not be performed on Saturday, so I returned again Monday and waited three more hours for sparkplugs and cabin filter to be installed, at which time I was charged another $963.35 including $361 to replace sparkplugs, $105 to replace cabin air filter, and $382.50 for Valvoline fuel injection service.
My total cost for services was $1,440.94, and it took three visits to the dealership and total wait time of seven hours. The manager response so far follows:"I visited with Matt in reference to this issue. It appears that the service writer who helped you did get authorization for the recommended services performed with disclosure of pricing. I understand that different companies might offer different prices on items and services. We only performed these services because you said to move forward on them. When you brought your concerns to Matt even after authorizing the repairs, he still offered a resolution of refunding $300 and a full detail. You told Matt that this was acceptable, and we did the detail for you at no charge and gave you $300. We do appreciate your business and If you would like to discuss further, I would be able to meet you in person or we can discuss on the phone."
(1) I never expressed satisfaction with the refund, but that is all that was offered and the refund has never been credited to my payment method.
(2) The service writer for the first day of service never disclosed pricing and I was never told Total Care covered none of the services provided.
Sincerely,
***** ******Business Response
Date: 11/30/2023
GM response: "I have
spoken to all three service advisors in reference to this issue. Mr.
****** did pay the bill on the first visit and came back for the second visit
and authorized all work and paid on 2 different occasions. Afterwards he felt
that we overcharged him for services from his research. He spoke with Matt our
service manager and even though Mr. ****** signed and paid both bills on
different days, Matt said we would give him back a $300 credit back to him and
a full detail. Mr. ****** did accept and let us provide the full detail on his
vehicle. Mr. ****** did express his dissatisfaction with this resolution
after the fact. I asked him what a reasonable way would be to make him
satisfied. He responded with he wants a full refund of services, full refund of
products he purchased over a year ago and a refund of his vehicle. We are
unable to accommodate this request. We have provided the detail for his
vehicle, and we will credit the $300 that was offered. We did provide a service
on 2 different days, and he signed and paid."Customer Answer
Date: 11/30/2023
Complaint: ********
I am rejecting this response because:I was not given prices beforehand by the service writer when I first presented my car for scheduled service, nor was I informed Total Care Auto vehicle and maintenance warranties did not cover. I paid $477.29 in order to have my car released. When I returned to have service completed, the service writer did provide pricing of $963.65 to complete service and since I already made partial payment, I authorized service completion. Again, I was not informed service and maintenance agreements did not cover.
I was upsold maintenace agreements, but Consumer Reports suggests that extended warranties are generally not worth the cost. I should have read the terms and conditions of the warranties carefully before purchasing to understand what is covered and what is not, and I should have researched the provider and read reviews to ensure that they are reputable and have a good track record of paying claims.
The general manager has misrepresented the facts and failed to provide evidence that my representation is false as requested.
1. I reluctantly accepted the resolution because it was the only one offered and there was no offer to arbitrate. I would have been foolish to refuse any the only refund on the table. Later, I was told later "the refund did not go through."
The general manager says, " I was going off of what you and Matt told me," I have never met or spoken to the general manager.2. When I complained about price gouging, the general manager responded, "I understand that different companies might offer different prices on items and services." (I researched pricing after the fact from J.D. Power, Kelly Blue Book, and other companies.)
4. The general manager says "I want to make you happy," and asks " What realistically would be a fair resolution," but dismisses my resolution and refuses to arbitrate.
5. Finally, I am resolved to obtain service elsewhere due to overselling, price gouging, misrepresentations, refusal to provide an accetable resolution, and fear of retaliation.
Sincerely,
***** ******Initial Complaint
Date:11/22/2023
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.
Sale not in good faith advertising Price online wasn't updated one minute next it was Test drive one vehicle delivery of similar make and model Miles advertising was lowered than on odometer Disclosure of miles on contract and title was lower than on vehicle Failed to keep promised we owe in writing windshield on vehicle I didn't test drive windshield was cracked and oil change for a year was not reported to service to receive benefitsBusiness Response
Date: 11/27/2023
As we have 9 dealerships in the Phoenix area, if the customer could *********************** provide which dealership she was working with, we can reach out to them about this complaint. Thank you--Initial Complaint
Date:11/16/2023
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.
We bought our first ever Ford vehicle. Our truck came with manufacturer paint defects which were severe enough to cause rust in a short amount of time. We brought our truck to Larry H. Miller Super Ford in SLC.
Our rep, Tony, got the warranty claim approved and we set an Aug 9 drop off date. I followed up with Tony in the weeks after drop off - being told it was in the works and at one point, only had a week left until completion. After 1 month, a third party body shop called asking what he was supposed to be working on. Not only was our truck driven off the dealership property to another location without us knowing, that body shop let it sit for a month without any work being done, not knowing what the problem was.
We personally went to this dealership. The principal, Thomas Fortune, stated, “This is not my fault; what I am supposed to do about it.”
We went to the body shop to figure out what was going on and show them the spots that needed attention. After another 1 1/2 months (so we are at 2 1/2 so far) for the work to be completed. Upon pick up, we noticed a handful of issues with the paint still remaining, but now we also have a rubber piece on the hood that is not seated properly AND A BROKEN TAIL LIGHT! Plus, the tank was on empty (there was 1/4 tank left at drop off) and the tire pressure low.
After an additional 2 weeks (now at 3 months total that our truck has been out of our hands) at the body shop, the paint issues were corrected. However, the rubber piece is still not seated properly and Ford and the body shop are not taking responsibility for the broken tail light. Tony at Ford says that because there are scuff marks on the tail light, it won’t be warrantied.
It has scuff marks because it was smashed by something at the dealership or at the body shop. No one is taking accountability for this issue. We want the rubber piece fixed/replaced and the tail light covered and replaced.Business Response
Date: 12/01/2023
As per the GM on 12/01--
"The collision center will be paying to fix it. She should be in on
Wednesday."Initial Complaint
Date:11/15/2023
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 a vehicle July 13th from Larry H Miller you lie 18th had to go in the shop for oil change shocks and struts alignment oil filter adapter and seal four new tires sway bar links just to find out that the passenger rear shock was not replaced due to the shock mount being welded to the frame then it breaks down again July 27th for breaks breaks down again July 28th alternator and battery told to Larry H Miller July 29th ticket opened on July 31st gets the car back a week and some days later breaks down again August 16th water pumps starts leaking days after that for another breakdown water pump again September 25th now the head gaskets are leaking and possibly engine needs to be replaced and they're trying to say it's due to overheating before the first water pump repair and also needs motor mounts and I'm able to get no assistance I paid a lot of money to get this car a lot of money and repairs on this car constantly breaking down and I just want a car a good car not to mention the fact that this car has an illegal weld on it where the right rear shock was welded to the frame which can break at any moment the car right now is going through 1 gallon of antifreeze every other day just to keep it running and I don't know what to do because they won't repair it they're trying to blame it on me and that's where I met with this fraudulent company Larry H Miller. I have all of my receipts and dates the vehicle has also been added to the Carfax report for the illegal shock well to the frame.Business Response
Date: 11/16/2023
If the customer would *********************** provide the exact name of the dealership, we can reach out to find a resolution. We have over 50 dealerships and 12 of them are in ********. Thank you-Customer Answer
Date: 12/14/2023
Complaint: 20876737
I am rejecting this response because:The address is *******************************************************************************
Sincerely,
*************************Business Response
Date: 12/15/2023
We are working with the customer on this, thanks!
Best Regards,
***************************
General Manager
************ Dodge Ram ****************
*******************************************************
Direct: ************Initial Complaint
Date:11/10/2023
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 dropped my car off in July to Larry H miller Chrysler for warranty service. They have not fixed my car, nor have they offered a rental vehicle. I have tried to contact someone for regular updates and have not been responded to. I have had to rent cars multiple times totaling thousands of dollars of extra cost to me.
Sporadic contact has happened between July and last week, but I have not been able to get any contact or update for over a week.Business Response
Date: 11/13/2023
Could the customer please provide which Chrysler dealership they are having issues with? We have 3 in Utah--Sandy, Riverdale and Provo. As soon as we have the correct dealership, I will contact them directly about a resolution. thank you--Customer Answer
Date: 11/13/2023
Complaint: ********
I am rejecting this response because: job not complete.Business asked which location, it is the Sandy LHM Chrysler
Sincerely,
****** ******Business Response
Date: 11/17/2023
Car is being picked up by guest today. Service has been
completed. Service advisor assigned to this guest is no longer employed by the
company was the confusing of communication.
Steve M*****, GMCustomer Answer
Date: 11/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution was resolved. Although I am not satisfied with the experience, nor was the response fully truthful, there is nothing further the BBB can do at this time.
Sincerely,
****** ******Initial Complaint
Date:11/03/2023
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 bought a 2017 Jeep wrangler unlimited after giving them ****** as a down payment they were happy to sell me a vehicle, they failed to perform the standard inspection when I told them when I test drove it they said their tech missed it because it wasnt above a certain mile an hour , I said thats incorrect cause I caught it 25mph told them it needed front end work , the Jeep was brought back 3 weeks later for front end work it was. Completed I thought , weeks later the same had been happening and more now warning lites flashing , battery low , a running board stuck ins deployed postion and the the guy who sold it stopped answering my texts and calls , 2 months went by I went in yesterday 11/2/23 sale manager said he would call today , still call , tried calling several times no one will return my call or give me the the time of day for servicing which now Im off work I have to drive clear across town to talk to someone. Im only asking for my Jeep to be in running condition like it was 3 months ago , an oil change , tires rotated , balanced etc . This is part of the package on my monthly payment. I want a full diagnostic done like it should have been done before selling me the car or I want my money back and they can have it back . Needs front end work , a new battery , and a full scan . They never had a tech inspect my vechile needling it to me when I called them on ton hey said they will get me taken care of , its been months now another trip the dealership to talk to someone. I just want a working vechile they took my ****** and shut the door on me , suckered me into this package on top of my monthly payment for servicing when I cant get ahold of anyone to get it in , all this work should have been done prior to selling me the car .Business Response
Date: 11/06/2023
We have 9 dealerships in ********, so if the customer could *********************** provide which dealership they have been working with, we can contact the correct dealership to work out a resolution. thank you-Initial Complaint
Date:11/01/2023
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.
We sold our car 7 weeks ago to the Larry H Miller used car supermarket in Sandy. We sold our car for $16,800. We owed $10,000 left on the loan, and they paid it off. They still owe us a check for $6,800. We have not received the check yet. And we have gone to the dealership 3 times now to try and resolve this. We have been working with our bank America First to try and resolve the issue as well. The dealership has said that they have mailed the check over a week ago now, but we have not received it. And the bank has not even released the title yet. We try calling the dealership and keep getting sent to voicemail. We have no car, no check, and we’re out the $6800 we are owed. We want help getting the money back.Business Response
Date: 11/13/2023
from Steve M*****, GM--
"Guest has been taken care of. Check was sent to the guest."
Customer Answer
Date: 11/13/2023
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,
****** *****Initial Complaint
Date:10/31/2023
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.
On Oct 27, 2023 the dealership ran a credit report on me without my permission nor was I doing any business with the dealership. My adult son was making a purchase but not me.
I now have hard inquiries on my credit report from Larry Miller Honda, Cap Ed and Honda Finance. The credit bureaus advised me to contact the dealership directly and have them send a response to the credit bureau. This has impacted my credit score.
I have made numerous attempts for the dealership to reach out to me by email or cell and no one will return my message. My son has attempted to have the sales agent or the finance manager correct the problem but them have not responded to him either.
To add to this mess, I am now getting congratulatory messages from the dealership on my new purchase. I have not stepped into the dealership to even look at a car let alone purchase one.
I want them to report to the credit bureaus their error as they will not be able to show that I gave written or verbal permission for these credit checks.
I can understand that an error was made but the lack of customer service through a simple response is alarming.Business Response
Date: 11/13/2023
When Mr. *****'s son
came in to purchase a vehicle, our salesman built the deal using Mr. *****'s
information from his purchase in 2020. The SSN, phone number and name
were not changed, which accidentally led to our system pulling Mr. *****'s
credit. Jason has been working to get it fixed.
Jason E******* filled out
the ticket through CDK. We also contacted Iris S******, Compliance Director, as well. We worked
with 700 Credit and CDK to get it fixed. We have sent letter through both
systems and followed up with the guest. We left another message with an
update for Mr. ***** again today.
Please let me know if you would like
more information.
Cody S****, GMCustomer Answer
Date: 11/13/2023
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,
**** *****Initial Complaint
Date:10/28/2023
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 bought a car from Larry H Miller and three months later the check engine light came on so I dropped the car off for them to look at it and now they're telling me I need a new motor and basically saying it's over ***** (car wasnt worth that much when I bought it) in repairs and the car is *** worse condition than when I left it it used to run and now it doesnt and it leaks oil.Business Response
Date: 10/30/2023
If the customer would *********************** provide the dealership name/address, we can look into a resolution.
Thank you!
Initial Complaint
Date:10/27/2023
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.
The issues with this company began in December 2022. The business reportedly completed repairs, but they were not actually completed. They had the vehicle for over 48 hours three times with no solution. After the need to take it in again, we requested a loaner vehicle. We waited 2 months, and persistent phone calls/voice-mail, to the service manager with no response. We canceled the service appointment because of no confirmation of a loaner, and then it was only upon the dealership believing they had lost our vehicle or that it had been stolen off their lot, that I received a phone call from a service advisor and then transferred to the service manager who ensured that we would get a loaner upon our next appointment. After that time, I consistently called the service manager weekly with no response regarding the loaner or the appointment. That was in May of 2023. Due to the issues with the service center, we decided to have repairs done at another shop. Since that time, we regretfully bought another vehicle from Larry H Miller. The brand new 2023 Ram truck was taken in for service due to the license plate light not turning off, a warning light, and a sound of concern. The service advisor kept the vehicle for 48 hours, and sure does that it had been fixed, and upon leaving the lot the warning light came back on and it was discovered the license plate light was still on. The phone calls again, have not been returned. Upon needing a flat repaired, under warranty with their center, the appointment took 3 hours, they had to "find" the vehicle, and they did not put the spare back, left a mess in the truck, and did not return the lugnut wrench. They have not completed any of the work in the manner advertised, kept vehicles longer than needed, and are dishonest about work done. We would choose to take the vehicle elsewhere, but the warranty is Mopar and the other option is over 20 miles away. They take advantage of customers and do not complete the work they are paid to do.Business Response
Date: 10/30/2023
If the customer would *********************** provide the dealership name/address, we can look into a resolution.
Thank you!
Customer Answer
Date: 11/08/2023
Complaint: 20792126
I am rejecting this response because:Larry H. Miller Chrysler **** Dodge ***************Address is: *******************************************************************
Sincerely,
***************************Business Response
Date: 11/20/2023
Dealership will set immediate appointment for the guest and provide a loaner.
We will address the guests concerns and I will personally handle any issues.
Thank you, **************************;
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