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:06/10/2023

  Type:Customer Service 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.

  *** has continually ran my credit with multiple banks who have also ran my credit affecting my credit score. LHM will not answer my calls or speak to me about this issue and has refused to *************. But the service department is willing to answer and service my vehicle.

  

  Business Response

  Date: 08/01/2023

  I am sorry that you had issues with one of our dealerships.  We had a change in personnel handling the Better Business Bureau issues so if this is still an issue, please reach out to me and I will contact the dealership directly.  Also, if you could let me know which specific dealership it is.  Thank you. 

• Initial Complaint

  Date:06/08/2023

  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.

  Attempted to purchase a used car at Larry Miller *************** ********. Multiple problems and delays with the sale caused it to be canceled. As part of the deal $16,000 cash down payment was wired to this dealer. Since the deal was canceled numerous attempts have been made to reach parties at all levels to recover the $16,000 and there has been no response at all with the exception of the original salesman, he can only refer the calls and has no answers. Sadly, 20 attempts have been made to contact someone at this dealership to get our money returned. We would like to have you contact the dealer and see if they will either contact us or return our money promptly , as the only other choice would be to go through legal routes.

  

  Business Response

  Date: 06/09/2023

  Good afternoon,

  Per the dealership general manager, all of the money has been refunded to the client as of today, and the client is satisfied.

  Customer Answer

  Date: 06/12/2023

   
  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,
  
  *********************

  MY COMPLAINT WAS FULLY ADDRESSED AS SOON AS MANAGEMENT SAS MADE AWARE. I WITHDRAW ALL COMPLAINTS.

• Initial Complaint

  Date:06/06/2023

  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.

  Purchased a new ******* Tucson hybrid from the dealership referenced. Took possession of the vehicle on February 28, 2023. On April 19, 2023 took the vehicle out for a routine in-********* when vehicle left me stranded. Contacted ******* 24 hour roadside assistance who arranged to have the vehicle towed to the dealer on that date. Since that time (7 weeks) have been able to get only minimal information on the status of the vehicle and as yet have not diagnosed the problem. Calls go unanswered and any messages left go un returned. Have been in contact with ******* of ******* **************** Last word from ******* Center is that they cannot get any information from dealer service center. I am at a loss as to where to turn next. Three weeks ago, went in person to dealership; got no new news but was given a loaner. Since then...nothing. Looking for help in resolving this issue.

  

  Business Response

  Date: 06/09/2023

  Good afternoon,

  The general manager has spoken to the guest today and had this response:

  Thank you so very much for your patience and thank you for taking the time today to speak with us.  I cant apologize enough for our lack of communication, but I am confident that the newly assigned service advisor and I will be on top of this moving forward. Please dont hesitate to reach out at any point should you feel we arent honoring our commitments.  I am hopeful ******* has their field service advisor at the store soon so we can get you back on the road in your car in as timely manner as possible.  Thank you once again and as always,***********************

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 7 2023 (Good Friday), I brought my 2021 Grand Cherokee into Larry H Miller on 350 ***********, ******, ** ***** for an oil change. During the oil change, the Service Technician dropped the garage door onto my vehicle. The scratched the back window and the body. The ****************** offered to repair the vehicle and offered an loaner vehicle so my wife could get to and from work. After 2 to 3 weeks, I had my wife contact the body repair shop there at Larry H Miller to find out the progress of the parts order and to find out when the vehicle would be repaired. The body repair shop had no clue this had happened and scheduled an appointment to bring the vehicle in so they could look at it. During this time, they discussed this with Service to verify this had happened. The body repair looked the vehicle over and ordered the parts. 2 weeks passed and the body repair called to schedule the repair. When my wife brought in the vehicle, she would not give up the keys until a loaner was provided. Body repair told her that Larry H Miller didn't provide loaner. My wife proceeded to have a conversation with the Service Manager who told her once a license plate was available, she would get a loaner. This should only be a few days she was told. It is going the week 2 and no one has contacted us about a loaner or the repair. I filed a complaint through Larry H Miller a week ago and still haven't heard anything from them. That's why I am contacting the BBB. Can the BBB help me get the repair completed? This was Larry H Miller's fault for the damage. It appears Larry H Miller is not keeping their word. Please help.

  

  Business Response

  Date: 06/09/2023

  Good afternoon,

  I have received a note from the dealership that the dealership was able to reach the customer.  Since the family is out of town for the next two weeks, repairs are scheduled on 6/26/23.

• Initial Complaint

  Date:05/31/2023

  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 H Miller supermarket on auto mall drive. I bought a new oil change package summer 2022. When I came back in the fall, they made me buy another one, but I wasn't worried about it since I planned on returning. Now that I can't return because their negligent and dishonest practices left my car unsafe to drive, I would like to at least be refunded for the remaining oil changes. I would like to be refunded for the second brake job since I had to go elsewhere only weeks later because of their negligence. The first repair I paid for was for brake pads in early 2022. Their quote over the phone beat my local shop so I went to them. They ended up charging much more than quoted, but he said they machined the rotors and since I had never heard of that I assumed that was a bonus service. A few months later I had a scary experience driving in a canyon. My brakes became really shaky on the steep hills. At one point the car was shaking so violently that I had difficulty making the turn. When I returned to them, I was told I would need to replace pads again even though they were newish because they needed to machine the rotors. At this time I didn't know what machining was really or that there are times you shouldn't do it. So I paid for the service. I ended up waiting 8 hours because they said the technician "nicked" the rotor. I expressed concern but they assured me it was good after the supervisor fixed it. Within weeks the shaking was worse than ever I took it somewhere else and they were shocked at the horrible machine job and said that they were warped and should have been replaced not machined.(thus the shaking both times). At this same time I changed my oil. Was forced back the next morning because of profuse leaking. They claimed coincidence, it was an unrelated gasket. I paid hundreds, found out that it was more likely they forgot to remove gasket before putting in new filter. I assume you can see why I can't risk my car or safety by returning.

  

  Business Response

  Date: 06/09/2023

  Good afternoon,

  The dealership general manager spoke to the customer and had this to say:

  Just had a good conversation with **** about her concerns with our service department.  She believes that we missed diagnosed her brakes and understands that mistakes happen and really just wanted it brought to our attention.  She is still dealing with Larry Miller stores and if she chooses to come back here in the future, she will look me up.  She asked that I make the service department aware of how important it is to get this diagnosis correct, especially in the middle of the winter. I will make sure that we address back in the service department.
  
  I offered to work with her on reimbursement, she stated that she no longer wanted any reimbursement.  She was happy that somebody reached out and listened and offered to help - that was enough. **** said that she will go ahead and close the complaint. 

  Customer Answer

  Date: 06/12/2023

   
  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:05/30/2023

  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.

  The date the incident occurred: 5/21/23.
  Larry Miller Toyota of Peoria provided the option to purchase a car online.
  
  On Larry Miller Toyota of Peoria's website, a car I have been looking to buy was available for purchase online. All of my information was put in, and the site had me schedule an appointment for picking up the vehicle. The fine print did highlight the possibility of price change. My credit was pulled by lenders. The following day, the dealership informed me that the car had already been sold, and to come to the dealership to look at other options. I find it unacceptable that my credit was pulled when the car was not available for purchase. This company did not try to resolve the issue claiming, I "did it to myself" and that "they didn't run [my] credit".

  

  Business Response

  Date: 08/02/2023

  Per the General Manager when her credit was submitted it automatically runs a credit report it is not done directly through the dealership it is done through Clicklane.  Unfortunately, as the guest was going through the process online the vehicle was sold to an in-store guest and was not intentionally sold from her.  If there is another vehicle you would like to look at they would be happy to assist you further.  Thank you.

  Customer Answer

  Date: 08/03/2023

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

  I do not find their response as an acceptable answer. My credit was affected by this. Their response also did not even include an apology. 

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

  

  Business Response

  Date: 08/09/2023

  I do apologize that you had an issue with the dealership and that the vehicle you were looking at was unfortunately sold in house during your online application process.  Again, per the General Manager when the application is filled out online a 3rd party runs the credit check and is not done directly through the dealership.  They would be more than happy to assist in your purchase and would greatly appreciate the opportunity to try and find another vehicle that would work for you.  

  Customer Answer

  Date: 08/12/2023

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

  The process of purchasing a vehicle online needs to be updated; this event should not have happened. This was after hours for the dealership when the purchase occurred online; not sure how the car was sold "in house". Seems that the dealership is not accepting responsibility for this mistake, and unable/unwilling to rectify the situation. I do not accept the response however at this point no longer looking for a resolution. 

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

• Initial Complaint

  Date:05/26/2023

  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.

  After inquiring about a 2008 Dodge Ram **** mega cab diesel Vin#***************** listed by Larry H Miller Bountiful. I was insured by both Larry ****** Sabate (sales consultant) and ********************* (manager) the vehicle was in great working order and it was a "really nice truck". ********************* stated to me he "I have driven the truck personally and it is flawless". I was purchasing out of state and requested more pictures and video to be sure of my purchase. After receiving the pictures I addressed some areas of concern, specifically asking both Larry and **** of a secondary fuel line that had been drilled into the bottom of the fuel tank hanging down as this is not normal. They insured me it was an upgrade the previous owner had done. I specifically asked **** about this issue as well as any other issues with the truck. He again insured me their mechanics have gone through the truck and it was "perfect". I requested a list or inspection/repairs if any that Larry H Miller's mechanics had completed. ********************* stated "all that's been done was an oil change" and there was no paperwork completed by the mechanics because the truck was "good to go". **** explained the truck is "deleted" and asked me about emissions in *****. I decided to purchase the vehicle on 04/10/2023 after being insured of the vehicles reliability and Larry H Miller was financed with in 2 hours for a total purchase price of $33,610.06.It took almost 2 weeks for them to ship the vehicle and I finally received it on 04/24/2023.The driver of the transport company explained to me he had many issues trying to start the truck when he picked it up from ****. The vehicle would not start and the driver was unable to get it off the trailer. The vehicle was sent to a local dealership where they explained the secondary fuel line was "butchered" and the truck is in need of $4,000+ in repairs. I wanted the truck repaired and **** said no, we can still make money off the truck because they will auction it off.

  

  Business Response

  Date: 06/09/2023

  Per the dealership, the deal was cancelled and all monies were returned to the guest.  The dealership feels that this matter has therefore been resolved.

• Initial Complaint

  Date:05/24/2023

  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.

  My name is ******* *******. I was recently in the service department when one of the garage doors (the far left door) slammed down on my bumper and tailgate after I was guided into the garage. The damage is not extensive (the agent on the floor did take some photos), but there are scratches and paint chips where the garage got stuck on my rear bumper. In fact they were unable to lift the garage because it closed so hard. They told me to drive my truck forward, while the garage was still pressing down on the bumper, in order to get it to release.
  
  Once I pulled forward the garage was able to finish closing. I was told by the person working on my truck that I would absolutely not need to worry and that someone would be reaching out that day to discuss the damage and resolutions. No one reached out.
  
  I left a poor review on google which checking on now has shown me that someone named Brian H**** has seen the review and asked me to call them back. I called and left a VM. Eventually, I was put in contact with the manager of the shop, William R**** only after I left a poor review on Google and had to call myself. I'm frustrated that I am the one that is having to jump through all the hoops, obtain the quotes, write reviews, and make the phone calls in order to feel like anything is progressing with this issue. I have taken it upon myself to obtain some quotes for the repair costs.
  
  Maaco Auto Body quoted - $2235 - 2837
  
  They have told me that these numbers could change based on what they find when they start to perform the actual work.
  
  These scratches and paint chips have affected the appearance & value of my vehicle and I would like to receive a check to cover the cost and be done with this process.
  
  I was emailing with William but never had anything solved or scheduled. When I reached out again on May 10th, I was informed that he was out of the office and that he would get back to me the following week. I waited the following week with still no contact attempted.

  

  Business Response

  Date: 06/09/2023

  This was the response from the dealership's service manager:

  I spoke
  to Mr. ******* a couple of weeks ago. He initially requested a check from us
  based on an online estimate he received from Maaco. We declined to issue a
  check based on that, but offered to have the issue taken care of at our Body
  Shop here in Sandy.  Mr. ******* agreed to that at the time and was going
  to get back to me for scheduling. I will reach out to him again via email and
  try to get this scheduled and resolved. 

  Customer Answer

  Date: 06/12/2023

  Complaint: ********

  I am rejecting this response because:
  
  This is only partially correct. After not receiving any contact after the initial damage, I took it upon myself to gather the quotes because I had no idea that they have their own body shop. I agreed to have the repairs completed but they said that they would have to get back to me with scheduling. After another period of non-contact, I emailed again. The response that I received was that the shop manager was out of town and that he would contact me next week when he returned. Yet again I was left on my own with no one reaching out. That is the point where I decided to turn to the BBB since I haven seen no evidence that this place wants to help. After the BBB complaint was read by the owner, they attempted to reach out again but I don’t believe that an internal shop will give me the care and properly correct the damage now that I have escalated the situation. I am reasonable and initially willing so work with the dealership but they have not shown any evidence that they care about me or my situation  

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

  

  Business Response

  Date: 08/02/2023

  I have recently taken over handling the BBB issues.  If your issue has not been resolved, please contact us and I will get in touch with the Collision Center and the Ford dealership to assist in getting the repairs covered.  Thank you. 

  Customer Answer

  Date: 08/03/2023

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

  This is an unacceptable response. I feel like we are starting at the beginning again. I do not wish to have Ford handle this repair. I have stated this before. The service has been terrible with SO SO SO many delays. In fact, the only reason we are seeing any communication currently is because I reached back out to the BBB to inquire what was happening with this case. This is because once again, I had heard absolutely nothing since my last inquiry. The casual nature of ford's response has been apparent. They do not seem to care to assist me. 
  
  I am requesting a check for the quoted amount. Please let me know how you would like to proceed. 
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 08/09/2023

  I am sorry that you are still having an issue with the dealership.  In order to handle this request in a reasonable matter, it needs to be done through the dealership.  I have spoken with Brian H**** the General Manager, and he is happy to assist further but any payments or repairs must go through the dealership.  You can reach him at ###-###-#### and he will gladly work with you on this. 

  Customer Answer

  Date: 08/09/2023

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

  I emailed Brian at the very beginning of this issue... He promptly handed me off to someone else who continued to leave me with no response. 
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 08/11/2023

  I am sorry that you are still having an issue with the dealership.  In order to handle this request in a reasonable matter, it needs to be done through the dealership.  I have spoken with Brian H**** the General Manager, and he is happy to assist further but any payments or repairs must go through the dealership.  You can reach him at ###-###-#### and he will gladly work with you on this

  Customer Answer

  Date: 08/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  That is where we already started. I reached out to him first. The fact that they dropped the ball in the first place is the whole reason I am asking the BBB for help…They have assured me that they will help in the past and then have gone silent on multiple occasions. Why should I believe it will be any different now ?

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

  

  Business Response

  Date: 08/14/2023

  I am sorry that you are still having an issue with the dealership.  In order to handle this request in a reasonable matter, it needs to be done through the dealership.  I have spoken with Brian H**** the General Manager, and he is happy to assist further but any payments or repairs must go through the dealership.  You can reach him at ###-###-#### and he will gladly work with you on this.

  Customer Answer

  Date: 08/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have now listed this vehicle for sale. The damage done will reduce the sale value of the vehicle and force the next person to repair the damage or accept the vehicle it as is. 
  

  The dealership and the BBB have failed in making this a quick resolution. I do not wish to interact with the dealership. They have not proven that they are trustworthy or reliable on several occasions. 
  

  Please provide a check for the reduced sale value so I can close this BBB ticket  

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

  

  Business Response

  Date: 08/15/2023

  I am sorry to hear that you are not happy with the dealership still.  As mentioned in previous responses no refunds or payments will be processed here.  Any decision on a refund would come from the dealership directly.  I have spoken to Brian H**** on several occasions, and he is willing to work with you, but you will need to contact him.

• Initial Complaint

  Date:05/19/2023

  Type:Customer Service 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 was trespass after giving a complaint to the general service manager where raising his hand in front of my wife telling her to stop while she was trying to explain herself

  

  Business Response

  Date: 06/08/2023

  Good afternoon,

  We would love to look into this matter, but we need a little more information from you.  Which dealership was it, as we have many.  If you could please provide the dealership address, that would be greatly appreciated and help us with resolving this for you.

  Thank you.

• Initial Complaint

  Date:05/18/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought a new 2023 Jeep in for the oil change and window tint and this morning ,I was called and they told me they left the window open all night during a severe storm and their was water damage in a new 2023 Jeep and all they did was turn the heat up to dry the top off , I do not want this vehicle back. I feel problems will occur in the near future and I am concerned about mold forming in the vehicle. I am also concerned about the near future when we try to sell the vehicle. I am sure that no one will purchase this vehicle due to the water damage , the Dampness also can get into the workings of the dash LCD screens, computer systems, wiring, etc. in a new 2023 Jeep at *******************************************************************************

  

  Business Response

  Date: 06/09/2023

  Good afternoon,

  The response from the dealership's general manager is as follows:

  We have attempted to contact the customer about the issue and have not received a call back. 

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20077136
  
  I am rejecting this response because:
  I did answer , and I am now waiting to see if they will fix the damage and see what legal action can be taken if not 
  Sincerely,
  
  Seraphim Morningstar

  

  Business Response

  Date: 08/01/2023

  I apologize for the delay in response to your complaint.  We have had a change in Better Business issues so I am following up to see if your issue has been resolved or not. If you still need assistance, feel free to reach out to us.  Thank you!