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 has 55 locations, listed below.

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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:05/17/2023

  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 traded my Audi for Toyota in April 2023 Toyota was supposed to pay Audi in April 2023
  but they did not pay Audi in April itself
  Audi charged me 1200 dollars on may 1 st 2023
  when i asked for refund Toyota refused to pay for it
  please help me get refund
  
  thanks

  

  Business Response

  Date: 06/08/2023

  Good afternoon,

  I am hoping you can provide me with clarification on which dealership you are referring to as we have several in your area.  If you could provide a copy of a document from the dealership or the dealership's address, that would help me get this resolved for you.

  Thank you,

  Customer Answer

  Date: 06/10/2023

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

  If Larry Miller has multiple locations 

  They cannot track by my name 

  Since I am.minorty and unique they very well know which store I went too 

  I went to store on Bell road , Peoria,AZ 
  
  
  
  Sincerely,
  
  ****** *****
  
  

  

  Business Response

  Date: 07/17/2023

  I am sorry that you have had issues with one of our dealerships.  I have taken over BBB complaints and wanted to follow up and see if your issue had been resolved.  I am not located in Arizona, but I assume because of Toyota and Bell Road that it was Larry H Miller Toyota.  We do have a few dealerships on Bell Road so I may be incorrect.  If you still require assistance, please let me know and I will reach out to the General Manager at the dealership.  Thank you.

• Initial Complaint

  Date:05/11/2023

  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 purchased a used vehicle a week ago from this dealership. I signed of the closing papers on Friday, May 5, 2023 with J. R. *******. He was not able to have me sign all documents at that time as his computer did not want to bring up the warranty docs that needed to be signed so I had to go back to the dealership on Monday, May 8th to sign them. I still do not have a copy of what was signed and today is May 11, 2023. I traded in a 2019 Dodge Ram truck that still had a loan outstanding on it. This sale would pay off my truck loan and establish a new loan for the new vehicle. J.R. did not take much time to explain the warranty and all facets involved even though I did take the extra warranties. I would also like this complaint to be available for anyone looking to make a purchase at this Lexus dealership. BEWARE The original salesman was **** (poorest salesman in all of the Larry Miller group) who also promised that a few of the scratches on the car would be buffed out and fixed to the best of their ability and the car would be "detailed". When I picked it up, none of these things had been done that he promised except it had been washed in the outside. (This is a 2020 vehicle with just a little over ****** miles). Then to finish off everything, the new car loan is already on my account to be paid but the truck loan has not been paid off thus accruing interest on both vehicles. I have tried to call J. R. numerous times and left messages for 2 days and have yet to receive a call.I'm extremely frustrated and feel that I've been lied to and deceived by this dealership and feel that they, at a minimum, should pay the interest accruing on the outstanding loan until paid in full.

  

  Business Response

  Date: 06/08/2023

  We resolved the concerns described from our guest by exchanging this vehicle.
  
  We just spoke to our guest, *****************************, and he has volunteered to remove the complaint immediately with the BBB

  Customer Answer

  Date: 06/08/2023

   
  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:05/08/2023

  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 called up for a recall get told sure no problem service scheduled for Monday at 12:30, no mention of how long it will take. Drop the car off and leave as I have work. Call back at 5:15 to see how longit will be, to be told "oh the girls didn't tell you? It will be a week." Not happy but I **** it up. Call back today, 1 week later, to be told "we haven't gotten to it yet and don't know when it may be. It's 7, 10, 15 days for service." Get told no we don't do loaner vehicles and get transferred to "***" voice-mail when I ask to speak to the manager. No title no nothing just "***". I Call back on their main line and get transferred to a different voice mail, don't recall the name but "service manager for Avondale dodge" was given as his title. Left a voice mail requesting contact.I will update if the manager has any sort of service orientation but I will never do business with any Larry H Miller companies again, they've all been shady and don't care about anyone.

  

  Business Response

  Date: 06/08/2023

  Good afternoon,

  I am unable to locate history under your name at the dealership I thought you were referring to.  It would greatly help me in assisting you if you could provide the address of the dealership or a copy of of any paperwork you received.

  Thanks so much for your help!

• Initial Complaint

  Date:05/01/2023

  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 financed a car from the dealer the bank sent the title to the owner instead of the business and I have received two temp tags it’s been four months since I purchased the vehicle and now I’m being asked to go to the dmv as they still do not have the title.
  
  Why died they even gave me the car if they did not have all the proper paperwork and why should I have to take off of work and pay for another temp tag?!!
  
  This is not acceptable and there is only one person who has tried to rectify this issue Everyone else is telling me that’s all they can do what about my time what about the distraction behind it.
  
  Also I had a concern about my safety with this car as when I was driving on the highway in a 65 mph zone I was doing 70 and it brakes on its own and that’s DANGEROUS as someone can ram me from being I had to take out to infinity as Nissan wouldn’t do anything and that was another horrible experience as the part manager was unkind and uncaring

  

  Business Response

  Date: 05/31/2023

  Good afternoon,

  Could you please provide more info as to the dealership location/address so that I may better assist you?  We have many locations in the Denver area.

  Thank you so much for your assistance.

  Customer Answer

  Date: 06/12/2023

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

   I have answered this question before here you go again

   

  ***** * ******** **, Centennial, CO 80112
  
  
  
  Sincerely,
  
  
  
  ******** *******

  

  Business Response

  Date: 08/01/2023

  I am handling the Better Business Bureau issues at this time, and I wanted to reach out to see if there was a resolution to your issue.  I apologize for the lack of communication as we have had some change on our end.  If you still require assistance, feel free to reach out.  Thank you. 

• Initial Complaint

  Date:03/30/2023

  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.

  1/17/23 took Jeep to dealership for overheating issue... Found cracked radiator and repair was made. I paid ******* to dealership and received vehicle. 1/30/23 had leaking coolant and dealership informed me that they put a faulty radiator back in by mistake from manufacter. Radiator repaired again No charge. Misfire in Engine was next issue on 2/13. Paid ****** for repair on cylendar three misfire. Next on the 2/17/23 the water pump failed and I paid dealership ****** after repair. 3/9/23 I take Jeep to dealership for antifreeze burn off and ***************************** informed me that i needed engine work and that my warranty would cover all labor parts and cost. He was sure it would be covered and verbally informed me of such. He sent me a quote in the amount of ******* for repairs that should have been covered under my "dealership warranty" All of the malfunction started from the faulty radiator was installed and has progressed into almost ******* in repair costs in three months and I do not believe I should have to pay for the dealerships mistake not pressure testing the second radiator and making sure the Jeep was working correctly. I feel taken advantage of as a female and when i went in to dealership to pick up vehicle on several occasions i felt threatened and like i HAD to pay these costs and i was not happy about it!

  

  Business Response

  Date: 04/28/2023

  From: ****************************** <***************************************>
  Sent: Wednesday, April 26, 2023 8:19 PM
  To: ******************* <*******************************>;************************* <*************************************>
  Subject: BBB complaint
  
  Customer originally came in Jan 17th for the vehicle leaking coolant and overheating at ****** miles. We pressure tested the system and found that the radiator was cracked. We recommended it and She approved the repairs for $1279.45 and she wanted to buy an oil change package for $165.00. Total for the visit was $1534.03. Vehicle was ready for pick up on Jan 19th and customer picked up Jan 20th.
  
  Customer came back in on Jan 30th stating that they are smelling coolant at ******. We pressure tested the system again and found that the left side of the radiator was leaking at the seam, weld defect on the radiator. During this time we found the alternator and idler pulley making noise on the test drive. We called the customer and advised them of the noise and what it would take to fix the vehicle. The radiator was covered under the 2 year/unlimited mile warranty from FCA. They approved the noise repair for $767.74. Vehicle was ready to be picked up Feb 1st.
  
  Customer came back with a check engine light on Feb 13th with ****** miles.  Check engine light for multi cylinder misfire P0303 and p0300 the code set at ****** according to the Vehicle Scan report. Codes where not active while vehicle was in our shop prior from the collected data.Used the misfire monitor to verify the cylinder 3 misfire and found the pin hole in the coil on cylinder 3. During removal of intake noticed that the purge line to the solenoid was brittle and also the *** as well. Recommend replacing those at the same time since we are already in there replacing the ignition coil. The customer approved $912.76 for the repairs. Vehicle was ready for pick up Feb 15th.
  
  Customer came back in with a smell of coolant on Feb 17th with ****** miles. ******** tested the system and found that the water pump was leaking at the water pump shaft. We quoted the repair for the customer with tow $720.81. Customer approved the repairs and vehicle was completed on Feb 25th.
  
  Customer came back in stating coolant is low but no leaks noticed on Mar 9th with ****** miles. ***** coolant low, pressurized system and found no visual leaks on the vehicle and pressure did not drop.Performed block test and found traces of combustion gasses in the coolant.Recommend removing the cylinder head to check block warpage. During inspection we  found oil galley bolts loose, passenger side timing was loose. Also found that the intake camshaft to have major scoring on it, found that rockers and tappets loose. Customer approved repairs $3969.02. Customer picked up vehicle Mar 30th
  
  The Dealership warranty I believe she is referring to is the Mopar Parts Warranty. Which will only cover parts and labor for the same failed component. We did cover the second radiator on the vehicle under that warranty. However we did notice the noise from the idler pulley and alternator which is what she was charged for.  The failed radiator that was installed in the vehicle would not have caused the ignition coil, purge line, pcv, water pump or the camshaft failures. Unfortunately these are all unrelated repairs that happened one right after another. The vehicle has higher mileage to where items will start wearing out if they have never been replaced before. The check engine light codes, never set while the vehicle was in our shop. We wouldnt have been able to predict that the vehicle was going to have a misfire. During that visit we would have had no cause to perform another pressure test on the vehicle, because the customer concern was related to the check engine light.The vehicle did go 471 miles between the replacement of the radiator and the new coolant leak at the water pump. When the vehicle came back in on Mar 9th we wouldnt have been able to know that there was an additional coolant leak since the system was holding pressure after the water pump replacement. We would only do a block test if the vehicle was losing coolant and no external leaks are found which is what happened on the Mar 9th visit.
  
  If you need any additional information please let me know.
  
  ***************************
  ************************************************************
  ************
  

• Initial Complaint

  Date:03/25/2023

  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.

  We have been trying to get a second key for our car since we bought it last month. We're having to work around the car dealerships schedule because nobody will be assertive and get my key done. The car was also dirty when I bought it and still hasn't been detailed. Overall bad experience.

  

  Business Response

  Date: 04/28/2023

  I have emailed the customer to find out which dealership and if the problem has been resolved.

• Initial Complaint

  Date:03/20/2023

  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.

  In February my car was stolen from my building parking. I immediately inform my insurance and we provided all the paperwork they need to get out of the place it was tow because the police found the car. As soon as he tells ** that we can see the car in the facilities of Chrysler celebration, we went to see the car and look for any damage that it can have and I went with a friend that is my witness and I was happy because the exterior of the car was perf **.Not even a scratch and I let know you his to the person working with the insurance. Today I went again to Chrysler and is unbelievable that they told me that he needed to repair the car from some scratches that the car didnt had or have and my friend is my witness and I also call he insurance policy to tell her that the car was perfect. Not even a small scratch and today they told me and showed me some pictures of what it was supposed to be mine and they charger the insuranc for the amount of ******** dollars and I have to pay **** that the indurance. This people in Chrysler scratch and damage the car that was only for an inspection but again, my riend and I never saw those scratches that Im sure They did after I saw the car in optimal conditions. They stole money from the insurance but I dont have to pay for something that me and my friend couldn do anything because, again, the car was in perfect conditions. If the car have any scratches o will be the first one to ask for repair but the car was great. This people only wanted the money from the insurance and my insurance wants my money when I told them that the cat was in perfect condition. If I have to call the police, Ill do it. And I wont anyone to stole money from the insurance and my money as well. They made those scratches after I saw the car. I want you to follow this claim and let me know what I have to send you.Thank you in advance.*********************** and ********************

  Customer Answer

  Date: 03/15/2023

  The car is in *********** Chrysler at *************, ******, ********

  

  Business Response

  Date: 05/31/2023

  Good afternoon.  I have researched.our Havana Street area Chrysler dealerships, and I don't see anything for you or your vehicle since last year.  I see a service ticket from August of 2021 from one of our Havana St Chrysler stores and another from February 2020 from our other Havana St Chrysler dealership.  If you wouldn't mind, could you possibly upload a copy of the repair order (service ticket) so I can better assist you?  If you were at Celebration Chevrolet, that is not operated by the Larry Miller group.  Thank you for your help with this.  I truly appreciate it.

• Initial Complaint

  Date:03/19/2023

  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.

  Service Advisor Selvin M********** of LHM RAM Truck Center charged our company on (2) occasions for repairs that should have been covered under RAM’s factory warranty:
  1. On 01/11/2023, we were charged $640.32 for an issue with the DEF system on one of our 2021 RAM 5500s.
  2. On 02/21/2023, we were charged $100.00 for a “copay” to repair a faulty wheel bearing on one of our 2019 RAM 5500s.
  
  We called RAM Customer Care on 03/03/2023 and FCA Customer Care Jalen agreed that both the 2021 RAM 5500 DEF issue and 2019 RAM 5500 wheel bearing should have been covered free of charge under our RAM trucks’ factory warranties. Jalen had no idea what the $100 "copay" was and agreed that LHM RAM Truck Center was charging us for items that it should not.
  
  LHM RAM Truck Center Service Director Rachael D***** called me on 03/04/2023, apologized for the poor experiences and stated she would ensure we received reimbursement for the charges that were supposed to be covered under warranty. Since 03/04/2023, Service Director Rachael D***** has not returned any of our calls or emails.

  

  Business Response

  Date: 04/28/2023

  Customer was issued a refund check on 3/22/23, which cleared the dealership's bank account on 4/6/23.  Check copy is attached.

  Customer Answer

  Date: 05/01/2023

  
  
  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:03/17/2023

  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 vehicle in September of 2023 I've taken the vehicle at 2018 Jeep Compass back to fix the backup camera nine times they started to ignore my calls I've taken it back they replace the backup camera but it hasn't fixed the problem

  

  Business Response

  Date: 05/23/2023

  Hello, we would love the opportunity to come to a resolution, but I will need some information regarding which dealership.  Can you provide me the address of the dealership so that I may look into this for you?  We have many dealerships across the country, so I want to be sure we can help you get this figured out.  Thank you!

  Customer Answer

  Date: 05/24/2023

   
  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:03/09/2023

  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 new truck from Larry H Miller Sunrise AZ in June 2021. They sent the truck to Texas with one correct key, and a second key belonging to a different vehicle. They made me pay FedEx express shipping to swap the keys (even though they made the mistake). I sent them their key and they never sent me mine. They never called me and refuse to return my calls, no matter how many times I call or who I talk to.
  At one point they claimed to have "possibly lost the key or sent it" they couldn't be sure. They refused to provide a tracking number, photo of label, or any proof at all that it was sent. They continued giving me excuses, would not pay for me to get a replacement key, kept taking my calls and promising to return them, etc. But every single time they would simply refuse to call me back. It's now nearly two years of trying to get this resolved and they refuse to either (1) give me my key, (2) send me a replacement key, (3) pay for me to get a replacement locally, (4) reimburse me for the FedEx to correct their mistake, or (5) even have the common decency or courtesy to return my calls - despite seeing the notes in my files and how many times I've called. This is honestly the worst customer experience I've ever had with any company in my life.

  

  Business Response

  Date: 03/14/2023

  A check has been FedEx to the customer to have a new key made,