Complaints

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

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• 

  Larry H. Miller Dealerships

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

  
• 

  Larry H. Miller 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:10/26/2023

  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 came into Larry H miller to purchase a 2023 Toyota Camry XSE on May 29, 2023. After speaking with the salesman and finance they advised me to lease the car that it was the best option, I told them that I was going to call my bank to finance the car and they continued to tell me that leasing a car was the best option and that at the end of my lease, this car will still be worth $15,000 that I can used as down payment or sell it somewhere else. I ended up leasing the car as they suggested, after reviewing the lease with the bank i was going to pay $51,000 for a $34,000 car they are also many discrepancies at the bank, Toyota never provided copies to me of APR or consumer lease residual as i mention before they told me the residual was just the value of the car at the end of the lease, but they did submit copies to the bank stating I had a copy of them, Finance also told me that it was mandatory to buy extended warranty and security system. on August 23, 2023, the car A/C stopped working. on August 28 I took my car to Larry H miller for diagnostics, I was told that after inspecting the car they had found that the refrigerant was low, and that the condenser had a puncture due to possible debris. they provided me with some blurry pictures of the condenser, and I was charged $87.50 for the inspection. after questioning Toyota and informing them that this was a new car and that I had paid for an extended warranty, they informed me that the warranty does not cover any outside damages. i again explained that when i bought this car I was told that an extended warranty would pay for any repairs to the car. the service advisor was extremely rude and again told me that the information was incorrect, and they gave me a repair estimate of $1,656.51. i was also told that i was not allowed to take my car to another dealership for repair or oil changes since i bought the car with them. I attempted to speak several times with the manager and service manager, but no one called me back after waiting several days I decided to contact corporate and after waiting more than I week they contacted me back and informed me that they were not able to get of hold of Toyota manager of the service advisor Toyota corporate attempted to get more information and a copy of the estimate, however, that never called back. I took my car to be repaired at another location. Since no one was calling back i decided to go in and request a refund for my extended warranty on August 29 i canceled my extended warranty, however, I still haven't received my refund of $2600, i have called at least 6 times and no resolution. I Had to sell my car and lost $10,00 downpayment due to all the discrepancies in the lease and lies from the salesman and finance. i am requesting my downpayment back of $10.000.

  

  Business Response

  Date: 10/27/2023

  If
  the customer would please provide the dealership name/address, we can look into a resolution. 

  Thank you!

  Customer Answer

  Date: 10/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Toyota is asking for dealership name and address even though i already provided the name and address in my previous complaint.

   

  Larry H miller Toyota lemon grove

  **** ******* ****, lemon grove ca 91945
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 11/17/2023

  Ms.
  *******,
  We are truly sorry for
  your dissatisfaction. I know you have spoken to several people in regards
  to your concerns and unfortunately the answers you were given did not satisfy
  you. You have a lot of concerns you have addressed here and we will try to get
  through them all. Our customers are given every document they sign on a USB
  after they are finished with finance and before they leave our dealership. If a
  customer requests a print out of any documents we are happy to oblige that.
   We do not force any customers to purchase any additional products. We
  offer these items to every customer the same. Everyone gets the same delivery.
  The warranty coverage does not cover outside damages that is correct, and the
  repair you needed was due to outside damage. Since it was not covered and it
  would have to have been out of pocket, we were willing to help with a discount
  price which you declined. Any customer is more than welcome to take their
  vehicle to any dealership or repair shop they want. The warranty would not have
  covered this repair no matter where you went. This was something we told you
  may be covered under your auto insurance and that could be a possible avenue to
  explore. We of course would help in any way we could with that process.
  As far as your
  cancellations, at the time those were processed you still had a loan on the
  vehicle and any cancelations with a refund will go straight to the lender.
  First product cancellation from date was 9/1/2023. Processed 9/5/2023 for KEY,
  Maintenance, and Paintless Dent Repair. Check issued 9/28/2023 to your lender.
  Cancellation form had no proof of payoff therefore went to lender. Check cashed
  10/12/2023. Second request for Service contract cancellation dated
  9/7/2023. Processed 9/5/2023. Check issued to lender 10/18/2023. Cancellation
  form had no proof of payoff therefore went to lender. We overnighted this one
  due to prior conversations with you and the delay in processing. I show
  overnight delivery to lender delivered 11/3/2023 at 10:09am. 
  We do understand your
  frustration and we have tried to be as transparent as possible while helping in
  any way we could. If you have any further questions please feel free to contact
  me directly. Robert P****, General Manager ###-###-####

  Customer Answer

  Date: 11/17/2023

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

  Good morning,
  

  1.No one ever called me back ,Toyota staff pretended to called me back yes yes they did. That’s why I continued to come in in-person, and every time they would tell me ohh my manager said she called you or it looks like your phone number wasn’t woking lies that’s how dealership works so people get tired and stop complaining. 
  

  2.The information provided in the USB and the information provided to the bank is completely different(I have a copy of what Toyota submitted to the bank, the bank was so kind and they provided me with every single paper the dealership submitted) and obviously the copy that Toyota provided to me. I can bring it to the dealership so we can discuss the discrepancies and the missing documentation that was never provided to me at the time a sign the lease. 
  

  3. The reason why I am not satisfied is not because my car wasn’t fix it was because of the way I was treated, the lies I was told and the way this was handle. Many of your staff try to help, I’m not going to lie but they are not Managment theirs nothing they can do other than say I’m sorry this is happening to you. Not even they could believe why was my car not getting fix or why was I having so many issues so soon and why no one was Calling me back. They even told me how many complaints they had over services but no one would do anything about it.

  4. Service did told me a couldn’t go anywhere else but Toyota of lemon grove and again I have text message coming from your service department telling me this, Again  dealership are used to ignoring customers and customers get tired of going in circles with no resolution and they don’t want to go further but that’s not me. I am requesting a refund and I will get my refund because I have plenty of proof that things were done incorrectly. I hope everyone else that I had the same issues do the same because I am not the only one. 
  

  Sincerely,

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

  

  Business Response

  Date: 12/01/2023

   

  "1.  Coming in person and speaking to our staff is the same
  message as speaking to those same people on the phone. She was not covered
  and everyone unfortunately had the same answer for her. The customer did
  not like that answer which I can understand. I sat in our sales tower with
  another manager and called customer on speaker phone and the phone call
  was not going through.
  2.  You are more than welcome to come in and sit with our
  team and go through all your paperwork. There is nothing we are hiding and
  or keeping from you.
  3.  I can understand your frustration and at the same time
  we did try to help how we could. As you stated yourself, many of our staff
  did try to help. Management was very involved in the decisions made and
  the decisions given to you. At this point we are more than willing to get
  on another phone call and discuss this again with you and have the
  management team on this call, but you have also sold your vehicle so
  there is no more opportunity to see where we could have helped more.
  Although we understand you feel you have not had a good experience at our
  dealership, I can assure you that all managers were involved in the
  decisions on your purchase process and service needs. Every department
  manager was involved in one area or another on your concerns. We are not
  trying to go around incircles but at some point the final answer is the
  final answer. Your request for a refund is not an option."
  
  Thank you, 
  
  Robert
  P****
  General
  Manager
  Office:
  ###-###-####
  Mobile:###-###-####

  Customer Answer

  Date: 12/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  1. I appreciate you for finally taking the time to respond to my  emails and I understand that you might not have the capacity to resolve my issue. And that is why you did not attempted to contact me after you allegedly said the called wasn’t going through. I believe I have given Toyota of Lemon Grove an opportunity to resolve this matter with out involving the law however since this has not been possible I will be taking the next step to ensure this issue is resolved and I get reimbursed accordingly for all damages physical and emotionally.

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

• Initial Complaint

  Date:10/26/2023

  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.

  see attached
  
  I have purchase a Ram 2500 truck. It is 2018 with only 50k miles on it. The transmission is a problem so I have taken it back for repair under the warranty. Not only once but 4 times now. They tried to fix this transmission 3 times with only the truck working for maybe 1 day after repair. So I also had to pay over $1100 dollars the first time because they told me that fluids and other stuff they did wasn't covered by warranty

  

  Business Response

  Date: 10/27/2023

  If
  the customer would please provide the dealership name/address, we can look into
  a resolution.

  Thank you!

  Customer Answer

  Date: 10/27/2023

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

  this is the address:

  Larr H Miller

  casa Chrysler keep

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

  ALBUQUERQUE N,M.  

  87114

  here’s a picture of the paperwork they gave me after the second time I took it back the first original document for the first visit has the initial amount that I paid if I need to I can look up the paperwork and I’ll get you the total price or send a copy 

  I feel like I should be reimbursed the money that I paid for the first service on the transmission that did not work. I paid 700 and some dollars the very next day the truck was the same condition I had to take it back three times total and it never fixed it so I have a bill for $1100 for something that did not get fixed 700 for the transmission work 400 for some other service that they did .I talk to the dealership. The warranty company did agreed to put me a transmission but I still want to be reimbursed for the first time that I paid. 
  I have really had to argue and fight with the service people for what’s going on. 
  
  Sincerely,
  
  
  
  *** *********

  

  Business Response

  Date: 11/16/2023

  We thank Mr. *********
  for utilizing our service department.  We reviewed your visits and the
  $1100 repair order you referenced included the following:
  
  $149 Wheel Alignment
  $203.90 Brake Fluid
  Service
  $701.35 For replacement
  of line pressure sensor based on resistance being over 5 ohms, replacement of
  overfilled fluid that smelled burned, replacement of transmission filters and
  resealing of pan.
  plus tax
  $1189.49 Total Repair
  Order Paid
  
  We understand Mr.
  *********'s concerns and we hope he understands that subsequent repairs covered
  under warranty after the failure of his transmission would not cover the
  aforementioned service and repair.
  
  A goodwill payment of
  $300 is approved for Mr. ********* as a final resolution of this matter. Please
  provide us with the mailing address Mr. ********* would like the check to be
  mailed.
  
  Thank you.
  Walter A*****
  General Manager
  Larry H Miller Casa Chrysler Jeep
  Cell/Text: ###-###-####

  Customer 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 is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** *********

  address to send good faith payment 

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

  Albuquerque NM 

  87105

• Initial Complaint

  Date:10/25/2023

  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 $96,000 Grand Wagoneer from this dealership and they have not provided their premium service agreement that is promised at signing. I have recalls on my vehicle and parts to be installed (they claimed they were ordered and arrived months ago) the vehicle that I paid for has not functioned properly since a few months after I purchased it. The dealerships service department has caused damage to my vehicles interior and exterior. I provided video/photo documentation with dates proving the condition I dropped it off in and was still told it was wear and tear and blown off. I was told a manager would contact me and it’s been months. I have been trying to get a hold of a manger or service advisor for 3 weeks regarding a service appt. I opened a case with Wagoneer Client Services who spoke to Raymina(?) at the dealership who stated they could diagnose my car if I wait and there will not be a need for a loaner. They have never had my car for less than a couple of weeks and sometimes much longer, but intentionally not more than 30 days just 29 days (1 day shy of a month) sending me home with a vehicle unrepaired/incomplete and told they’d order parts and try to finish diagnosing the rest later. They pushed me out to not keep the vehicle longer even though the car was not ready. I am currently driving around a car that turns off on me while I drive, the steering wheel locks, the interior not functioning as it should, the front suspension grinds and rattles since they claimed to have repaired the TSB for it. They didn’t rotate my tires the last time they were supposed to so my tires wore out unevenly and I need new tires. They know I need a loaner and won’t provide one to avoid servicing my GW. Even upper management is avoiding me. I am stuck with a very expensive lemon. See Warranty Bulletin D-21-18 issued 8-9-23. Larry H. Miller Chrysler Jeep Dodge Ram of Albuquerque has no integrity.

  

  Business Response

  Date: 11/06/2023

  I spoke with Serenity just now. We will work directly with
  her to get her issues resolved
  
  Anthony M**********
  General Manager
  Larry H. Miller Chrysler Jeep
  Dodge Ram
  **** ***** **** **
  Albuquerque, NM 87110
  ###-###-#### o
  ###-###-#### c

• Initial Complaint

  Date:10/25/2023

  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.

  If I could give 0 stars, I would!! My experience with this dealership was nothing short of a nightmare. Communication was a major issue, forcing me to escalate my concerns to the regional manager just to get answers. It's mind-boggling that it took a painstaking 4 months to have my Jeep serviced. During this time, I was left without a car to drive, received very little updates and their voicemail was consistently full. The unprofessional behavior from staff, especially Kristyn, was unacceptable. What's even more frustrating is that neither Jud nor the general manager bothered to respond to my numerous attempts to seek assistance. Once the vehicle was done being serviced, I sold the vehicle back to them. Big mistake. I signed all the paperwork and finished everything on my end. I thought everything was good and that we were all set. Then for over 3 weeks, I was being contacted by the loan company saying debt collectors would be calling me soon and that my account was not closed. No one at the dealership responded to me and I had to contact the regional manager to get this resolved. I couldn’t wait for this to be over and hope that this never happens to anyone else here. I strongly recommend looking elsewhere for your automotive needs; this place is a disappointment.

  

  Business Response

  Date: 11/06/2023

  Statement from Dealership:

  This vehicle came into our shop in April, and needed a new
  engine that we didn’t receive until July 17. It was repaired and the customer
  sold it to us.
  We issued payment to them as soon as we received a lien free
  title from the lienholder.

  Thanks,
  Mike E****

• Initial Complaint

  Date:10/21/2023

  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 warranty threw this dealer now there tell me I don't have a warranty I paid for . I'm trying to resolve this issue even tho it's a well known problem on this vehicle there are multiple complaints about this manufacturer defect and I don't want to pay out of pocket and then this item end up being recalled

  

  Business Response

  Date: 10/23/2023

  If the customer could please provide the name/location of the dealership and the make of the vehicle, we could start working on a possible resolution. Thank you- 

• Initial Complaint

  Date:10/19/2023

  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 13 October, I started the process of buying a 2017 Nissan Pathfinder SL online for $9,995 with the Larry H Miller Chrysler Dodge Ram Bountiful in Utah. I had previously contacted the dealership by phone and email to inquire about the condition of the car, its attractive pricing, and was absolutely convinced I was getting a good deal.
  Everything was going smoothly. I was offered a trade-in value of $1,960 for my current car and just need to finance the remaining balance with taxes and other fees listed by the dealership. I submitted my information so that prospective lenders could offer loan terms to finance the vehicle. At that point, the information from the lenders was blocked by the dealership requiring that I call to get the process moving. This was in the middle of the night. In the morning, I called the dealership to inquire about the result but was told by the sales person I was dealing with that he would call me back as soon as he takes care of customers he was dealing with.
  He called in the afternoon and informed me my loan was approved for $240/month, 60 months. I thought that was excessive as the total would amount to $14,400 on after trade-in balance of $8,035. That’s an effective interest rate of 79.22%. And I have a good credit score. That didn’t make sense to me and I inquired about the other offers (7 lenders made hard inquiries of my report) which he refused to let me know. When I pressed further, mentioning the TILA, I finally got a screen print that other lenders have made offers with the most advantageous at $154,32/month, 60 months. There are still 2 other approvals that may be lower than this but are still blocked so I cannot see them. The same day after my questions, he told me the car was sold so that I will go away.
  The dealership has violated my rights and the law in numerous ways:
  - TILA
  - Consumer Protection Law
  - Caused my credit score to decrease
  - A host of other violations
  They should honor the deal.
  Please, help!

  

  Business Response

  Date: 10/20/2023

  As per the GM, Oct 20, 2023--      "Babacar
  did go on our Click Lane tool. The terms he put into the tool (Price, term,
  trade, etc.) were apparently not approved as requested. I guess the tool will
  show blocked in this instance. He called in asking questions about the car (was
  it a smokers vehicle and asked why it was not approved ). We called him back
  with the answers and a possible way to go for financing. He was questioning how
  the payment could be that amount and asked to speak with the finance manager.
  The sales manager said that is no problem. We informed him that we are a little
  busy and as soon as the finance manager is free, he will call. He was also told
  it could be tomorrow. The customer was ok with that response. The vehicle was
  sold to another customer before Babacar and finance could get with each other
  to discuss why it was not automatically approved and discuss rates &
  payments. We informed him that it was sold and he requested the bank
  information. We informed him that the financial institutions would be sending
  out the required information he was requesting in reference to the banks
  declines/terms. He was not happy with that answer." 
  
  Thank you,
  Vincent R****

  Customer Answer

  Date: 10/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it misrepresents the chain of events and make it look as if I walked away from the transaction.  It is now obvious to me that the dealership do not intend to right a wrong and are looking to shift the blame on me.

  At the risk of repeating myself, this is what happened after I was satisfied about the condition of the car (no damage, clean, non smoker, etc.)

  - in the early hours of 13 October, I went online to the dealership’s plateform and proceeded to buy the car online.  I was given a trade-in value of $1,960 for my 2004 Volvo XC70, and indicated that I would put an additional $2,000 down (please, refer to attachment IMG-0509).

  - The same attachment (IMG-509) will also show that I submitted an application for a loan which was reviewed instantly by 8 financial institutions and approved by 6 of them.  But I could not see the result as the site blocked me from seeing them.  Instead, I was to contact the dealership for more information (clearly stated in IMG-0509).

  - In the morning around 10:00 I called the dealership to inquire about the financing but was told by Kendal B***** (sales manager) that he would get back to me as he had too many customers in the shop to deal with.

  - Mr. B***** called me in the late afternoon and told that I was approved for financing and that I would be required to pay $240/month for 60 months.  When I inquired about the terms offered by all the other financial institutions that made hard inquiries into my credit report, he would not disclose them to me.  When I called again after we had hung up, I was greeted by a lady called Shay who works at the dealership.  She said she would be handling my requests.  I reiterated that I wanted to see the terms offered by all the financial instituions including the only one I was told about ($240/month for 60 months).  She said she would get me the information.

  - On 14 October in the morning I called again and this time Mr. B***** answered.  He said to him that I was entitled to full disclosure on the terms of the loan per the Truth In Lending Act (TILA) by law.  He told me that the car was sold and sent me a screen capture of the results of the financial review by the lending institutions (please, refer to attachment image_1).  It shows clearly that I was approved by at least 5 of those institutions with terms much more advantageous than the $240/month for 60 months Mr. B***** told me about.  But the dealership blocked this information from me and instead tried to steer me towards different terms and would not tell me who offered those terms.

  - On 16 October, I called Westlake Financial Services and was informed that the dealership had included a $4900 Dealer Service Contract charge on top of the amount to be financed after trade-in and down payment.  This is a service I had not selected as IMG-0509 shows.

  It’s clear that the dealership had no intention of selling me the car at the advertised price of $9,995.  Instead, the intention was to bait me with a supra competitive price and to saddle me with other charges or high interest rates while not disclosing more advantageous financing terms to me, the consumer.  And if that did not work, to switch me another car as Mr. B***** proposed on our call on 16 October.

  These are clear violations of my rights and of the law. I suffered and continue to suffer a great prejudice and will to pursue all avenues available to me (BBB, the office of the AG, FTC, CPA, courts) until I get justice.  

  Sincerely,

  
  
  
  ******* **

• Initial Complaint

  Date:10/11/2023

  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.

  I purchased a used 2017 Nissan Titan PRO-4X from this dealership 04/19/2023. It had some cosmetic issues that the dealer agreed to fix. Front bumper was rust pitted from rocks. Right rear quarter panel was dented behind the tire.
  After driving the truck for a week, I noticed the engine was making an odd noise and informed the sales manager. He said to bring it in to the service department to have it checked out.
  During the month that I had the truck, I found that the left rear brake light was not working. Upon inspecting the light I found the housing broken. I think the dealer should have taken care of this before selling the truck. I also found that the rear brakes were shot. Brake pads and rotor were beyond repair. I had Burt Brothers install new rotors and pads. Technician noted that parking brakes inside the rotors need repair also.
  Brakes and taillight should have been taken care of before truck was sold, safety issue.
  Brought the truck in on May 30th to have the cosmetic issues taken care of. I picked up the truck on June 10th with the bumper painted and quarter panel repaired. Drove the truck out to West Valley Utah, about 10 - 15 miles. Drove out to Kearns Utah approximately 5-10 miles. Was driving home to Midvale Utah on I-215 when the fender flare came off the repaired quarter panel and dented the panel. Fender flare tore in half. The quarter panel will need to be repaired again and a new fender flare installed.
  Returned the truck to the dealership the following Monday to have the engine checked. Service adviser Mario G***** informed me that the engine needs to be replaced. This was on June 20th. Now the truck is still in their shop and when I inquire about it all he tells me is that they are waiting on Ford to make a decision on this.
  I would like a new/rebuilt engine installed I would be satisfied with a low mileage replacement engine
  The quarter panel repaired (again)
  Reimbursed for the taillight and brake repair. also have the parking brake repaired.

  

  Business Response

  Date: 10/12/2023

  10/12/2023--I just spoke with ******
  letting him know that we are going ahead with fixing his truck so he can have
  it back. Apologized for the length of time that his truck has been out of
  service and spoke about possible reimbursement for other small items as well.
  
  He is now a happy
  customer. Let me know if you need anything else. 
  
  Tyson K*****
  General Sales Manager
  Larry H Miller Ford
  Lincoln Draper
  Cell: ###-###-####
  E-mail: *******************

  Customer Answer

  Date: 10/17/2023

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

  If LHM Ford comes through on their end, I will be satisfied.
  What I didn't like was the amount of time to get my truck repaired. I should not have had to go to The Better Business Bureau to get them to work on my truck

• Initial Complaint

  Date:10/05/2023

  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.

  We had some of the repairs completed and gotten a quote for some additional repairs, but not all. We called *** several times after getting the quote to discuss it, crickets. I call the dealership who stated they will tell the ** and get a response to me. Almost immediately I get a phone call from *** saying he will cover the invoices and quote while providing his email address. We sent it in to ***, crickets. Followed up several times only to get a response that he will check on it and get back to me. This was 2 weeks ago and we are still waiting.During this time, we were due for an oil change. We took the truck to the local ****** dealership and was told that we were lied to and that the program we described to the associate is not a program that is run through ******. After some research and calling the maintenance company itself, we then discovered that we cannot get the oil change done at any ******, its every LHM dealership. Again, we dont live close to an LHM dealership so had we been told this, we would have never opted in to said maintenance plan.Now Im ******, so I file a complaint with ****** directly to inform them of the deceptive business practices and unprofessionalism exhibited by a dealership carrying their logo.About a week later I get a voicemail from the new general manager of the dealership saying he wants to rectify the issue. I have since called him back twice with no response.At this point, we are approaching 3 months of dealing with this nonsense and we are out money until LHM reimburses us as they claimed they would. To say Im angry or frustrated would be an understatement.I want my truck fixed back to the way it was when we purchased it. This includes the light bar, radio, back up camera, floor board lights and sub fixed. I also want the money paid toward the maintenance plan which was falsely represented, reimbursed in full.

  

  Business Response

  Date: 10/06/2023

  
  Her refund check is in Check Express right now going through approval. We will mail the check out as soon as we receive it and cancel her maintenance plan. I also called her just now and told her.
  
  
  Best Regards,
  
  ******************* | General Manager
  Larry H. Miller **********************
  T: ************
  **********************
  
  

• Initial Complaint

  Date:10/05/2023

  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.

  I am trying to do a EARLT TERMINATION of my lease of a 2021 Jeep Gladiator with ****** miles on it. I signed a lease contacted on 12/13/21 and this lease is for 36 months. based on the papers I signed and page 5 of 8 "EARLY TERMINATION LIABILITY":On early termination, customer agrees to pay **************** the following items: A standard vehicle return fee of $495 All accrued and unpaid amounts that are due or past due at that time The amount by which the adjusted lease balance at that time exceeds the realized value - If realized value is greater than the adjusted lease value, the excess will be applied as a credit toward liability I have NO PAST DUE so my liability should be as follow:Let's break down the numbers:1. **Lease Balance**: $8,265.00 This is the amount you still owe on the lease.2. **Realized Value of the Car**: $35,000.00 This is the value of the car at a specific point in time.3. **Return Fee**: $495.00 This is a fee associated with returning the leased car.Since the realized value of the car ($35,000.00) is greater than the lease balance ($8,265.00), the excess value is:Realized Value - Lease Balance Excess Value = $35,000.00 - $8,265.00 = $26,735.00 In this scenario, you have an excess value of $26,735.00. Typically, this excess value can be used to cover the return fee and reduce your liability (lease balance). After deducting the return fee, any remaining excess value could be credited back to you. Always refer to your lease agreement for the exact terms and how the excess value will be handled.The legal position would be that the lessee is *********** benefit from any surplus asset resulting from the lease, and the excess value should be utilized in a manner consistent with the terms and conditions stipulated in the lease agreement, ultimately to their advantage. It is essential to thoroughly examine the specific lease agreement and applicable laws to build a compelling case supporting this argument.

  

  Business Response

  Date: 10/06/2023

  The guest leased a vehicle and based off his contracted responsibilities with the lienholder, he would have to pay whatever is outlined by them in order to terminate his closed end lease early.  We aren't able to negotiate what is contracted between the guest and the lienholder.
  
  If there is something specific, you would like for us to share, please let me know. 
  
  Thank you,
  
  ***********************
  General Manager

• Initial Complaint

  Date:10/04/2023

  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.

  In June 2021 my wife (******** ******) and I purchased a 2021 Volkswagen Atlas from Larry Miller Volkswagen Avondale financed through Volkswagen financial. The vehicle was registered under my wife's name. On February 28th 2023 we sold the vehicle back to Larry Miller Volkswagen Avondale. During the sale of the vehicle the sale was completed and sold to Larry Miller Volkswagen Avondale. We were told that due to computer issues we could not be issued an final odometer statement. Additionally, we would receive the final odometer statement when available. We maintained constant contact requesting the final odometer statement and have still not received a statement.
  
  Along with not being provided a final odometer statement we can not be reimbursed for GAP purchased through VW. We have contacted the general manager several times with no return calls. I have spoken to the general manager in person with no follow up.

  

  Business Response

  Date: 10/12/2023

  As per the GM "The
  check was cut for this customer and they picked up their check yesterday (10/11/2023).
  Should all be resolved now."