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.

close

Find a Location

Larry H. Miller Dealerships has 55 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:10/03/2023

  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.

  Purchased ******* **** Prestige on 8/25. It was washed but not buffed which caused hard water stains all over it. On the date of purchase, I was told to call and make an appointment to get the car rewashed and that with my purchase came a concierge service that includes a ******* being delivered to me as a substitute for my vehicle if they had to keep it for service so that I would still get ******* *********** My appointment was 9/15/2023. Im an attempt to avoid the wait, I went and paid for 2 car washes to no avail. At the appointment, the service rep offered to send me home in a cab. I told them I needed a car to drive and was given a ******* Elantra. It was so small that my daughters car seat couldnt fit. Once I was told that they would be keeping the vehicle longer, I asked for a bigger one and was given a ****** 4Runner rental with a 200 mile per day restriction. This caused my son to miss his football games for that weekend and the next weekend in Vegas and California. The ENTIRE time my vehicle was in their possession, there was NO communication unless I called repeatedly to try to get answers. On three occasions, I was told that someone would call me back and I waited until the next day before calling back. On 9/24, I requested to speak to the new car sales manager. I spoke to ***** who told me that my vehicle HAD been taken to a different dealership and I would have it back the next day. On 9/29 I spoke with ******* who said the vehicle was taken to a dealership the day before and that they were doing everything they could. I finally got my vehicle back 9/30. On 10/1 I was backing out of my driveway and heard a loud pop. It was a flat tire with no spare. Called 13x and finally got ******* who advised me to call ******* Roadside Assistance and that they would patch the tire. Called them and they said they dont patch tires but would tow it back to the dealership. Since then, Ive been WITHOUT A CAR at all waiting for a new tire to be ordered.

  

  Business Response

  Date: 10/06/2023

  Good morning Deb, 
  
  I wanted to circle back and update you on this guest. We were actively working with her when she wrote this and have spoken with her since. We have accepted her desired settlement of paying her first payment and agreed to get her a *************** loaner if she chooses to have work done here at our store. Thanks for reaching out to us and helping, I am happy we were able to take care of this guest. 
  
  ***********************
  General Manager
  Larry H. Miller Hyundai
  Larry H. Miller Genesis
  Direct ************ 

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20692059
  
  I am rejecting this response because:Please reopen this complaint. I received a call from ******* over at the dealership on 10/6/23 asking how they could make my experience better. I told them that I wanted the dealership to pay my first car payment and to resolve all the issues with all my windows on the vehicle. He agreed that if I closed this complaint, they would do it. On 10/11/23, I received another call from ******* saying that the check had been cut and that it was being sent directly to the dealership and that he was scheduling my appointment to get the windows fixed. This was perfect for me because it freed up a little money that could be used elsewhere and this was still within the ***** ****** as the car payment was due 10/9/23.

   Im reopening this complaint because as of today, 10/20/23, the dealership has yet to receive this payment and I have yet to receive information about an appointment for my windows. Im disgusted at this point. Ive called the dealership 4x to ask about this payment and each time in transferred to siding phone and it rings 2x and goes silent. I spoke with another dealership representative who told me he was reach out to his leadership on the matter and nothing came off that either. This last 2 months have been a nightmare and now Im being harassed by the finance company for this payment. To add insult to injury, my credit may be affected due to a late payment outside of any ***** ****** the finance company offers.
  

  
  Sincerely,
  
  Quiaira ******

  

  Business Response

  Date: 11/03/2023

  from ***********************, GM, Nov 3, 2023:

  My apologies for the delay as we have been speaking with the customer. We have paid her first payment and agreed to provide her with a genesis ******* loaner with an appointment. The customer did state that she would take down or update the complaint. Here is the information as of today. Thank you.

• Initial Complaint

  Date:10/02/2023

  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 bought a Ford Explorer from them on May 11, 2023. At the time of purchase, they told me that there weren’t any problems with it and that it passed emissions. Then they had me sign a form that said I am purchasing it as is. They told me everything was good to go, so I believed I was safe signing it. I picked it up the next day and immediately called a mechanic to check it over for me. (I did so, because of a comment the man at the dealership made after signing everything. “Just make sure you have everything flushed out and filled up at mechanic shop, especially the transmission. When I told my mechanic that, he rolled his eyes and said that with a car that has that many miles on it, the transmission should def Not be flushed.) My appt was then set for May 18. During this time, my check engine light had come on. It made me quite nervous but I was reassured that the mechanic would tell me what was going on. I brought the car in on my appt day and left it there and a couple days later I was told that something called a catalytic converter was bad, and that there was no way it should have passed emissions. I told them that the dealership told me that there was nothing wrong with it, and they laughed and said of course they did. They then said that, just so we covered all of our bases, that we should try changing the spark plugs, to see if that might fix the check engine light problem, but it didn’t.
  There is no way that my car should have passed emissions, and I believe that the dealership lied to me about it so they wouldn’t have to fix it and so they could dump it on someone else. I emailed the man that sold me the car and he said that his boss would be in touch with me but it’s months later and I’m still waiting. I am told that it will take well over a thousand to get fixed, but after having to spend nearly $3,000 on it just for repairs already—repairs that should have been taken care of at the dealership, my savings are depleted.

  

  Business Response

  Date: 10/06/2023

  From the General Manager--

  Still have not heard from the guest. I left another message
  today.

  
  Car would not pass emissions if cats were bad at the time.
  We have to connect all cars to a machine for inspection purpose on an emission
  test. It is regulated by the state.
  
  Steve M*****

  General Manager

  Customer Answer

  Date: 10/06/2023

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

  There has only been ONE attempt to contact me, and I called back within the hour and left a voice message. I have now waited almost five hours and still no return call. The mechanic I went to said that there was no way this car could pass an emissions test, and that it shouldn’t have passed at the dealership when purchasing it. The check engine light came on after about 50 miles of driving it after purchase— which is what happens when someone resets the box that lists all the codes for the check engine lights without fixing anything. 

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

  

  Business Response

  Date: 10/10/2023

  GM's response on 10/10:  "I spoke with ******.  She is bringing the car in on Friday (10/13) to have the service team look at it."

• Initial Complaint

  Date:09/19/2023

  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.

  My husband purchased a Ram truck from their provo utah dealership location in September 2022. This year (2023) we found out that they had NEVER processed the correct paperwork with the DMV for this purchase. At the time of purchase, Shari was the employee responsible for overseeing this paperwork. She no longer works at the provo location, and this position is being overseen by Alaina. My husband and I have visited the location in person on August 15th 2023, and I have made several phone calls to get this rectified since then. Every time I call in, I am forwarded to Alaina's desk, and my call is ultimately rejected. I always leave voice messages in hopes of a call back, and so far I have yet to get one. This is extremely unprofessional. The DMV paper work should have been taken care of BEFORE my husband left the lot. It is extremely infuriating to find out this paperwork has not been dealt with 1 YEAR LATER. Without this paperwork, the bank we have the auto loan through, doesn't even have the title. We have already paid off half of the loan, and due to the shortcomings of Larry H. Miller, we won't even have a title to show for it.

  

  Business Response

  Date: 09/21/2023

  I have spoken with the General Manager and this issue should be resolved.  The DMV has issued the title as of 9/8 and MACU has received it.  I apologize for the delay in getting this handled and if you should need anything else feel free to reach out to us.  Thanks.

  Customer Answer

  Date: 09/21/2023

   
  
  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:09/19/2023

  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.

  On 09/12/23, I received an email from ********************* to complete a satisfactory survey. The survey claimed I received vehicle service from Larry H Miller Dodge **********. Upon receiving this email, I later checked my Jeep account and observed they had incorrectly input a vehicle maintenance record into my account and fraudulently used a prepaid oil change/tire rotation. According to my Jeep account, the service claimed was conducted on 09/05/23 and the service record was entered on 09/06/23. Back in November of 2021, I had purchase from Jeep the Jeep Wave program which gave me (3) oil changes/tire rotations and I had only used (2) of the prepaid services. I've attempted to contact the dealership multiple times per ************************************* The service department doesn't answer the phone when I call. I tried calling the main number and the person who answered (******) first stated she would transfer me to the service director (happened twice) but I received no answer. After the second time I tried calling back and they stopped answering my calls; it would just go back into the automated prompts every time I selected operator.I never visited this dealership nor has my vehicle been at this dealership for any kind of service. This dealership is located in ******* and I live in ********. The maintenance record they added states my vehicle has ****** miles which my vehicle does not have. It currently has ****** miles. In addition, my Jeep account no longer shows I have any prepaid oil changes/tire rotations. The prepaid oil changes/tire rotations, or Jeep Wave program, is tied into the *** of my vehicle.

  

  Business Response

  Date: 08/30/2024

  Thank you for bringing this issue to our attention. We sincerely apologize for the confusion and frustration caused by the incorrect service record and the apparent misuse of your prepaid ********* services. We understand how concerning it is to see a service record for a dealership you've never visited, especially when it affects your remaining prepaid services.
  
  While this incident took place some time ago, your feedback is important to us. We will ensure that this situation is reviewed internally to prevent similar issues in the future. If you have any further concerns or need assistance, please feel free to reach out. We appreciate your patience and understanding, and thank you for taking the time to share your experience.

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 20625952
  
  I am rejecting this response because:

  I am dissatisfied with the handling of my complaint, which was filed nearly a year ago. Despite my numerous attempts to resolve the issue, there has been no contact or effort from the dealership to address the problem. The lack of communication and action is unacceptable and reflects poorly on your companys commitment to customer service.  The company still hasnt corrected the issue. 
  
  The generic responses I have received are inadequate and fail to acknowledge the frustration and inconvenience I have experienced. This issue still needs to be investigated properly and should not merely be reviewed internally. Corrective actions must be taken, and I expect direct contact regarding the outcome and the steps being taken to resolve this matter.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 09/06/2024

  I have received communication from the store indicating that a resolution has been reached between the store and our guest, *****************. A complimentary service has been offered and accepted for a future date, at ****'s discretion.

• Initial Complaint

  Date:09/18/2023

  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 bought a 2012 ******* sonata limited from larry h miller honda on July 1 2022 I put down $6,000 and added the extended warranty to the purchase price 2 months after having the car the engine blew they replaced that then the turbo went out this was not covered by the warranty so I paid $720 out of pocket then the control arm went out causing an accident they replaced the control arm and also claimed to replace the hood hinges and charged the warranty $800 for the hood hinges that where never replaced and another $800 for a window switch that was never replaced!?!? So they have made $1,600 in claims they didn't fix nor did I ever even ask for them to be fixed!! And now I have had my car 1 year and the transmission is out and it needs a oil pan brakes and tires!!! Due to adding the warranty I am upside down in my loan and still owe $9,000 on the car but they are saying they can't use the warranty because the warranty has already replaced to many things!?!? So now I'm stuck with almost $4,000 to fix the car that I would have owned and maybe been able to sale or something if I hadn't purchased the warranty!?!? I purched the warranty for a piece of mind knowing I would have reliable transportation until my loan was at least paid off but larry h miller does shady business and makes claims on things they don't even fix!!!

  

  Business Response

  Date: 09/21/2023

  I have spoken with the General Manager and Service Manager, per the dealership please see the response below.  If you need further assistance, please reach out to *************************** (service manager) or ************************* (general manager).  Thank you.

  After researching Ms.********* claims. I can confirm an engine was installed in her vehicle Nov. of 22. It was then followed by a fuel pump in December. We then replaced a window switch in July that was ordered on a previous repair order on may 2nd.I show no warranty claims for hood hinges to substantiate her claims for $800.Their have been a total of 5 claims made on her warranty. One for the engine in the amount of $7589.61 one for the 3rd party inspection in the amount of $95.00, one for the fuel pump in the amount of $1751.04 and one that was unpaid that related to the control arm in the amount of $69.82. That was denied due to her hitting something and causing damage to the control arm and blowing out her tire. She did in fact have to pay for the turbo out of pocket as it was not a covered component and is a known issue with these ******* as per ******* service bulletin 22-em-004h for codes P2565 and P2562.  The tires were installed when the vehicle was a used car at ******* miles.  Each time I have dealt with ******************** since may the vehicle seems to be in worse shape than before. On the repair order with the control arm ****** she personally told me that she hit a curb. Unfortunately warranties have maximum allowable claims in both number and dollar amounts set to prevent abuse, which is why assume they are denying her claim. However, It seems that she should be filing the claim against the warranty company and not us as we have not seen this vehicle for the transmission issue nor have we denied coverage for her.

• Initial Complaint

  Date:09/15/2023

  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 somehow got onto this company’s email listing. I have unsubscribed multiple times and reported as “spam” multiple times in gmail. I continue to receive promotional emails from this car dealership and I want them to stop! Thank you

  

  Business Response

  Date: 09/18/2023

  I apologize that your issue has not yet been resolved.  If you want to use this link it should opt you out of any further mail.  If there is any issues let us know.  Thanks!

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

   

• Initial Complaint

  Date:09/14/2023

  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 bought a Chrysler Pacifica 2022 last November. It was driving fine until Larry H Miller said they needed to do a recall update. It was for loss of power. My wife said the check engine light came on when she was driving it. I called Howard C******* at the dealership and he said he would order the part. I was contacted when the part came into the dealership but our appointment wasn't scheduled yet. On the day we were supposed to have the appointment we had to attend a funeral so we couldn't go to the appointment. We finally got the vehicle in the dealership and they said the light had gone off so the part wasn't necessary. We drove it for awhile then we started losing power after the Electric charger to van stopped and the Hybrid gas engine wasn't working. We took it to the service department. They changed our service advisor to Christopher not Howard. They kept the vehicle sitting in there possession for three weeks before anyone took a look at it. Chris quit and they blamed everything on him. At this time my wife had e-mailed the service manager and no response was given to her but he had mentioned it and said he had switched us to Howard. However, my wife and father in law went to see Howard and he took it upon himself to get it done. He got in contact with the auto technician who blamed me for everything saying people were trying to get a hold of me which was false! I got a call from Howard a week later and he said it was the transmission instead of the Hybrid gas engine not working. The Pacifica was working fine until they starting messing with the update for the loss of power recall. I want them to fix the Hybrid gas engine and perhaps revisit the part they were going to install. I also would like a vehicle since it's taking so long and I am making payments on a van I can't drive! There hasn't been an discussion of any money for payment at this time.

  

  Business Response

  Date: 09/18/2023

  I have spoken with the General Manager, and they would be happy to have you come in and finish the repairs.  If you have issues, you can reach out to the Anthony M********** the General Manager directly and he will assist you further.  Thank you. 

• Initial Complaint

  Date:09/13/2023

  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.

  Won't reimburse money paid for down payment after our loan didn't go through for purchase of vehicle from Granite credit union..

  

  Business Response

  Date: 09/14/2023

  I have spoken with the General Manager regarding your issue.  Since you are no longer wanting the vehicle after it had been contracted and in order to proceed with the refund you must sign a notice of recession and cancellation of contract form through the dealership.  The General Manager Drew C****** is happy to assist you, but you need to be in contact with him to finalize this process.  He did inform me that he has reached out on several occasions to assist and that once you sign those forms which legally have to be done, he will get the down payment refunded.  Thank you. 

• Initial Complaint

  Date:09/12/2023

  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 Ram **** Rebel from Larry H. Miller Jeep Chrysler Dodge Ram in October 11, 2019. I purchased an extended warranty with a 3rd party company at the time of the purchase. In June 2022 the truck started having issues. Since then, the truck has been taken to Larry H. Miller and Lithia Dodge ******************* seven times with no resolution. The 3rd party warranty hasn't paid any repairs. The issue has started to cost me out of pocket fees. It is causing issues as I live 20 minutes from my job. The truck has left me stranded numerous times and is undependable. I have gone without a vehicle for weeks at time while it is getting repaired. The cause of the issue was not due to negligence, but due to a manufacturing issue that the manufacturer cannot resolve. I had a service case with Chrysler Coorporation. Chrysler was waving the service charge because they have not been able resolve the issue. Because I was without a vehicle, I request a loaner. Lithia Dodge ****************** agreed but then changed service managers and denied the request. Because I was waiting so long Chrysler closed the service case. I tried working with Larry H. Miller dealership but they said they could only sell me a new truck and, what I currently owe on my Ram **** Rebel, I would have to absorb or have my bank would have to refinance. I feel I should be given a similar vehicle as the issues are not because of me or my treatment of the truck.

  

  Business Response

  Date: 09/18/2023

  After speaking with the General Manager, you will need to contact the ********** *************** and reopen your case with them.  It may be an issue of them buying the vehicle back, but they would need to address this further. 

  Customer Answer

  Date: 09/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is understandable.  The complaint will be escalated to the Chrysler Corporation.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/11/2023

  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.

  Myself and my husband purchased a vehicle back in October of 2021. After all the paperwork, we were informed that they hadn't gone through the vehicle and needed to keep it to fix some issues and detail the car. We finally got the car a month later. We were given the vehicle with a broken key, when we reached out we were told they spent to much money fixing the car that they weren't going to give us a new key. Uh ok... fast forward to the past month or so, our vehicle has been with a mechanic because the rack and pinion broke. I have reached out to the service department MULTIPLE times along with the service supervisor TWICE and the dealership itself. My parents gave also been in contact with them as well! We are trying to pull the previous service performed on the vehicle while it was in there care but NO ONE will return a phone call or e-mail. I'm super frustrated!

  

  Business Response

  Date: 09/11/2023

  I'm sorry that you are having an issue with one of our dealerships.  If you could let me know the specific dealership that you are working with, I can look into this further.  Thank you. 

  Customer Answer

  Date: 09/12/2023

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

  Yes, i thought i listed the specificdealership i apologize.  The dealership is Larry H Miller Ford Lakewood. ***** * *** ***, Lakewood, CO 80215

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

  

  Business Response

  Date: 09/14/2023

  I have spoken with the service manager Gerald D****** who has been in touch with you and sent the requested repair orders.  If you need anything further from us please let me know.  Thank you.