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:07/23/2023

  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.

  March 2023 my car would not start. Towed it to Peoria Dodge. I got a call that my car needed some sensors and a part. The total to get the car running would be about $1,800.00. I approved the charges. Then I got a call to say the car was ready. I got another call the next day and was told that the car was not actually ready, now it needed a new engine. They wanted to charge me the $1,800.00 plus the cost of putting in a new engine. I went down to the dealership. I spoke to Nick a supervisor. He agreed that the car had been misdiagnosed. He told me that he would not charge me for the misdiagnoses. So I approved the engine. Nick sent me a text message letting me know the car was ready but, there was a check engine light on. I thought that was weird since I was told the engine would fix the car. Sent Nick a text message telling him I did not want to pick up the car while it was not running correctly. I asked for a quote on the check engine light. Nick let me know through text message that it was a transmission code. He told me he wanted to make certain he would find out what was wrong with the check engine before he gave me the quote. He told me it was a sensor. I approved the charges. Once the car was done he told me it was ready for pickup. Picked up the car. The check engine light came on shortly after, I took it back to the dealer. Then I received a text message from Nick telling me it was a transmission code and the car needed a new transmission. I took the car to a dodge dealership to get this resolved! I took it there in good faith thinking they were experts in Dodge cars! I paid $5,060.90 for the engine. Then another $239.23 for the check engine light to be repaired. Now I am being told it will take another $3,987 + tax to fix what I was told many times since March would be fixed. I cannot believe this is good practice. This is insane and I feel like I am being taken advantage of - 2015 Dodge Journey Invoice: ******

  

  Business Response

  Date: 08/30/2023

  Upon speaking to the General Manager Joel R***, he has spoken to the customer and believes the issue to be resolved at this point.  If you should need anything else from us, please contact us.  Thank you.

• Initial Complaint

  Date:07/18/2023

  Type:Product 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 attempted to cancel my warranties with the dealership in early June and was successful in getting a refund for everything except for the *** insurance that was purchased. The *** apparently had to be cancelled through a separate entity known as TotalCare. I called TotalCare and was able to successfully cancel the *** insurance through them but I was told the refund check would be sent to the dealership who would then have to send me a separate refund check for the exact amount. TotalCare processed the refund on June 15th and since then, the dealership hasn't written or sent and check to my lienholder whatsoever. I have called on numerous occasions for the past 3 weeks and 90% of the calls go straight to a full voicemail box where I cannot leave any message. When I have tried to reach out to specific individuals within the finance or accounting department, the number listed on their email isn't even in service and disconnects immediately when I call. The amount is only for $662.72 so I don't know why they are dragging their feet over such a small amount. I have numerous email communications and call logs to prove I have been attempting to reach them and have a contact with TotalCare that can corroborate my timeline of events and the date they processed the check.

  

  Business Response

  Date: 08/01/2023

  Spoke with the General Manager and they will be reaching out to the customer directly to update on the cancellation.

  Customer Answer

  Date: 08/02/2023

   
  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:07/14/2023

  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.

  I 100% do not recommend Larry H Miller dealerships as they send vehicles out that should not be sold at all. I had bought in a 2019 ******* Tucson . The dealership told me that I had to wait a day in order for me to be able to get it and they said to come back the next day to pick it up so that way they can do the inspection service it and detail it. I came picked up the car and I have had the car for about a week now there are dash lights for check, engine lights and drivetrain lights that are popping on the car. There are issues with the vehicle, not getting any power at all. The vehicle will not go up any Hills or inclines whatsoever and the car sound like it is going to blow up in the engine. I brought the car in today the dealership said that they would take a look and asked me what I wanted to do about this. I informed the sales manager that I wanted to either have the contract canceled or to have it traded in with nothing down because I put $10,000 cash down on the ******* Tucson. They then want me to put down another $10,000 in order for to trade it in I couldnt even get the gap coverage on the vehicle because the loan amount was way lower than the value amount I have called the lending company three times already, and each time they have told me that they need to either a cancel the contract and give me back my down payment. They want me to take my car back home after all they did was clear the code on the dash because thats what they did when they sold the car was they just cleared the codes This is 100% not OK and I just sat on the phone with the finance company trying to get this figured out and try to go around the dealership to have the contract canceled but it is on the dealership to have it canceled for me to trade in that vehicle, I have to put down another $10,000 onto another car that isnt even brand new after already putting $10,000 down on a car that was a piece of s*** that shouldnt have even left the lot in the first place.

  

  Business Response

  Date: 07/17/2023

  I am sorry that you are having an issue with one of our dealerships.  If you can let me know which dealership it is that you've been working with (as we have several in the CO area) I would be happy to contact the General Manager to try and resolve this issue.  Thank you.

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20324507
  
  I am rejecting this response because: I have already tried to talk with the general manager at the Larry H Miller, colorado Jeep Dealership, Huron in Royal, Colorado. That is the dealership I got the car from. I want the contract canceled, and that is the only thing I will, except as an outcome is for it to be canceled and me get my $10,000 cash back from the down payment. This is ridiculous. I brought it in for them to look at it and they still tried sending me home with the vehicle that has a bunch of issues after saying something different so the only outcome that I will be excepting is if the contract gets canceled. 
  
  Sincerely,
  
  Quedan *****

  

  Business Response

  Date: 08/01/2023

  Again, I apologize for the back and forth on this but we do not have a dealership located with Huron or ****** ** as part of the name or address so I want to make sure I am assisting as best I can.  Do you have an exact address for them or the name of the General Manager that you spoke with?

• Initial Complaint

  Date:07/13/2023

  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.

  Larry Miller Bountiful Jeep. Repaired my ******************* under a factory life time Power train warranty. They had the Jeep from October 2022 to February 2023. To remain under this warranty for future issues they were to perform a powertrain inspection. I thought they had done the inspection because they replaced the automatic transmission under the warranty. The transmission is part of the powertrain. In June I took my Jeep in again and the dealership found that an item under the warranty need to be fixed but it could not be done because a powertrain inspection was not done between September 2022 and January 2023. The warranty requires a powertrain inspection every 5 years. Larry Miller failed to identify on their receipt that they had done the required inspection. At the same time they had the vehicle for 3 months and did inspect the powertrain and found the transmission broken. I was aware of the need to do the powertrain inspection but assumed dealer would get it done properly and apparently they did not. I have tried to resolve the issue with the dealer and ************* care but both have said they would call be back but have not. I have asked for their management to call back but they say they will but they have not. I am very frustrated because one of the main reasons I bought the Jeep was the life time powertrain warranty. This current repair is not my only concern but I am concerned about future repairs. Thanks for any help you can give me. ***

  

  Business Response

  Date: 08/01/2023

  I have reached out to the General Manager who was contacting the customer directly.  If the issue has not been resolved to your satisfaction feel free to respond to me directly.  Thank you

  Customer Answer

  Date: 08/02/2023

   
  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. They are renewing my warrantee. The work is underway. Need to keep open until work completed. Thanks
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/11/2023

  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.

  I purchased a truck from ***** Larry H miller **** four months ago. They sent the wrong amount in taxes stated in the purchasing contract to the clerks office. ************* cannot register my truck until they send a new check. Have received no resolution, they have stated that they have seen the emails from the clerks office and didnt respond. Stated they will over night the correct amount on a check to the clerks office a month ago and never did. I received a 15 day temporary plate when I purchased the vehicle (four months ago). They will not allow me to register my vehicle, wont give me a refund- offered to trade it in but Im not to sure how to trade a vehicle in without a registration. I contacted the sales manager and he stated that he would CC me into an email thread with their controller to get a resolution sorted out which never happened. I called the clerks office and asked for the exact amount they need, and relayed that information to the manager. I spoke with this manager around July 7th, he said he would call me on July 10th and let me know whats going on which he never did. He also said I could go to a local (******) Larry H. miller location sign documents so today (July 11th) I went to that location and they knew nothing of it. I called the finance office at the dealership. Stated they will over night the correct amount. This also never happened.

  

  Business Response

  Date: 08/01/2023

  We have had a change in personnel handling Better Business issues, so I am following up to see if this issue has been resolved at this point or if you are still in need of assiatance.  Please feel free to reach out to me it you're still needing.  Thank you. 

• Initial Complaint

  Date:07/10/2023

  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 July 10,2022, spent the whole day negotiating with car dealer about pricing, down payment etc. they sent me a me a price and down payment that became a verbal contract upon receiving the agreement I arrived at the car dealership and they changed the pricing etc a full bait and switch. Why waste my time negotiating all day and provide me information and agreeing that we had a deal in writing and when I get there bait and switch. I honestly believe this was discriminatory because through the online they could not see me etc and had paperwork they needed per approvals etc. however when I got their I parked in the handicap parking because I am disabled then the persons attitude changed and instead of being excited to help me through their online program and text messages it was wait her and barely a hi or anything as you can see in the messages attached it clearly implies a contract,” Perfect 200 down from you today and we’re good to go. See you at 6:30”

  

  Business Response

  Date: 07/17/2023

  I apologize for the delay in response to your issue and am sorry that you felt mistreated by one of our dealerships.  If you could let me know which dealership (as we have a few in the ID area) it is that you were working with I can reach out to help resolve this issue.  Thank you.

   

  Customer Answer

  Date: 07/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the dealership in Boise Idaho Larry Miller Honda. Who again stated it is all my fault and takes no accountability. Then states it is not their fault. The sales person was talking over 5 hrs via text 2 hrs before I show up it is clear they state we have a deal sign and drive. However I show up the see me and change the deal
  
  
  
  Sincerely,
  
  
  
  ****** ***

  

  Business Response

  Date: 08/02/2023

  The General Manager is attempting to reach out to Mr. *** and has left a voicemail as well as sent an email.  If there is further assistance needed, please contact us. Thank you

  Customer Answer

  Date: 08/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have never received an email from the general manager I did speak with him. However he knew nothing about the complaint at all and needed to research it. You all have the communication information and he doesn’t know any details
  
  
  
  Sincerely,
  
  
  
  ****** ***

  

  Business Response

  Date: 08/09/2023

  I am
  writing in response to the complaint filed by ****** *** regarding his recent
  experience at our dealership, Larry H. Miller Honda Boise. We appreciate the
  opportunity to address his concerns and provide a comprehensive account of the
  events that transpired during his visit.
  ******
  *** visited our dealership on the afternoon of July 12, 2023. He arrived in the
  usual fashion as he parked in customer parking in the front of the dealership.
  As we
  went through our sales process and collecting customer information and to match
  his needs with a possible car. We informed Mr. *** that a down payment would
  most likely be required to obtain bank financing.
  During
  the conversation with our manager Clint E******, after hearing that a down
  payment would be necessary, Mr. *** made claims of perceived discrimination,
  alleging that we discriminated against him regarding parking in the handicap
  area. That somehow, we were negatively influencing a bank so that we could not
  do business with Mr. *** based solely on where he chose to park. 
  As we
  were working with Mr. ***, Clint E****** was unaware of which parking spot he
  had parked in, this accusation was a surprise and Clint explained that where he
  parked had no bearing on how a bank looked at his credit.
  We
  believe that we made an earnest effort to assist him in purchasing a vehicle.
  Moreover, we offered to explore other vehicle options and submit applications
  to alternative banks to increase the likelihood of approval.
  We value
  the importance of addressing customer concerns and maintaining a positive
  reputation in our community. We remain open to further discussions with ******
  *** to address any misunderstandings and provide additional clarity on our
  dealership's policies and procedures. Clint can be reached directly at
  ###-###-####.
  Furthermore,
  we want to reaffirm that Larry H. Miller Honda Boise, as well as the entire
  Larry H. Miller group, welcomes customers from all walks of life. We are
  dedicated to helping every individual achieve their dream of owning a vehicle
  and providing exceptional customer service.
  Cody
  S****
  General
  Manager 
  Larry H
  Miller Honda
  Phone
  ###-###-####Tell us why here...

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my ****** to the dealership on 07/01. Since that day they have kept pushing back the date I would recieved a check. At first it was due to the holiday so they lost a day and it would be by Friday 07/07 and now today after me calling for the 5th time it is now next week. The dealership has my car and my title has been signed over them. While they said I can pick up my car, my title has their information and I cannot bring my car to another dealership to purchase because of that. And they cannot give me a new title same day because their dmv girl is overwhelmed and is behind. If they somehow managed to pull together a same day title then I wondering why they couldnt transfer the title to them same day? I have waited a week for this and it has severely hindered me getting into a new car.

  

  Business Response

  Date: 07/17/2023

  If you could let me know which dealership you are having an issue with I will contact the accounting department directly to see if we can resolve the issue.  Thank you.

• Initial Complaint

  Date:06/30/2023

  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 left our RAM 2500 for an oil leak 8 days ago. Taylor was our service agent and told us our vehicle would be ready in 2 days. Two days later the vehicle was not ready, and Taylor said they were short staffed and the vehicle would be ready the following day. My husband clearly stated that we needed the truck by Friday June 30 to tow our RV for the Fourth of July long weekend and he promised the vehicle would be ready by then. Needless to say the vehicle is not ready and we just had to cancel our RV park reservations, which were made one year ago.
  Taylor’s manager Christie N****** refused to reimburse us for the lost moneys due to trip cancellation, nor give us a break in the bill due to their incompetence. She was even sarcastic during our interaction. Neither Taylor nor Mrs. N****** were apologetic at all
  Conclusion: Our vehicle is still in their care with false promises. Taylor and Christie N****** were horrible dealing with, and their lack of empathy blows my mind.
  These two employees really made the whole experience with Larry H. Miller deeply traumatic.
  I deeply regret buying this vehicle brand new from them, as well as taking it for service to their dealership.

  

  Business Response

  Date: 07/17/2023

  Customer spoke with Mike B**** and was reimbursed $400 for cancelled vacation.  We are truly sorry about the issues and if there is anything else needed, please let us know.  

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a jeep Wrangler Unlimited 2015 with the extended warranty.
  The jeep is has not been working correctly for a year and they cant figure out the problem so
  they keep guessing and still cant figure it out, so they made up a fake test and called it the wiggle test and said that the problem is in the dashboard harness to tell me it isn't covered under the warranty and said it will be 3500 to repair, but couldn't guarantee it would fix it if I paid the 3500.00
  so they had it towed to my house even though i drove it in there and now it doesn't drive at all.

  

  Business Response

  Date: 07/17/2023

  I am sorry that you have had an issue with one of our dealerships.  I am following up to see if it has been resolved or not.  If it has not could you please let me know which dealership it is that you're working with so I can contact them directly. Thank you.

  Customer Answer

  Date: 07/22/2023

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

  i have not heard from anyone

  

  Business Response

  Date: 08/01/2023

  Again, I apologize that you are still having an issue with one of our dealerships.  If you could let me know which specific dealership it is I am happy to look into this further.  Thank you.

• Initial Complaint

  Date:06/20/2023

  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 car on October 2022. I was told that everything was great with the car and I would get many years out of this car. Right after the I bought the car the engine light came on and now wont even start. I also had a hitch put on this car by them and they didnt even finish the job. *** tried calling them and no answer and no return calls. I recently found out that the went out of business. I was defrauded and sold a bad car when I was told it was a great car.