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:02/01/2023

  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.

  On June 1st, 2022 I was sold a 2014 **** F150 from this dealer. It had ******* miles on it and I was told it was previously used as a company work truck. The salesperson assured me that it had passed a "139 point inspection" and was "Blue Star Certified", and that it came with a 3 month "comprehensive, bumper to bumper warranty." The CarFax that was provided to me did not show any major maintenance done on the engine.When I took the truck home, the battery was dying and the third taillight above the truck bed was broken and a light was out. A few weeks later the check engine light came on, and the code indicated low oil pressure due to an oil leak. In July I took the vehicle back to the dealer to get it repaired and was initially told it would cost $1500. When I reminded them of the warranty, they sat on the truck for a week not working on it, claiming they were waiting for "the warranty to be approved." I needed my truck for my job, so I asked for it back. It took over three hours for them to find my truck on another lot, bring it back, and reassemble it. At the end of August I tried to have it repaired again, only to be told that they would still have to sit on the truck for over a week to get the warranty "approved", and that after the warranty expired at the beginning of September they would not be able to do anything unless I paid out of pocket. At that point I gave up on getting the dealer to repair it. In December, the engine starting running very rough and loud, and the check engine light came on. It eventually would not start, so I took it to a local trusted mechanic who found that in addition to the oil leak, the timing belt needed to be replaced. When they started the repairs they saw work had been done in that area before and that both bank cam phasers had blown, sending metal pieces throughout the engine, and the whole engine would need to be replaced. At $13k, that is almost half of what I paid, only 8 months after purchase.

  

  Business Response

  Date: 03/14/2023

  I apologize for the delayed response to your issue.  Has this matter been resolved to your satisfaction?  If not, can you let me know specifically which dealership you are having an issue with, and I will work to resolve it.  

  Customer Answer

  Date: 03/15/2023

   
  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:01/28/2023

  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.

  November 26 2022 my 2008 Chrysler Town and County caught fire, December 1 2022 vehicle arrived at Chrysler, was informed insurance estimates delayed until December 12, December 12 came and went, crickets, I did reach out several times to both entities. December 17 2022 service department and Insurance company reached an estimate for repairs, I emailed the final copy of parts and repairs to Chrysler for review, Oscar at Chrysler indicated the parts were incorrect in that estimate and he would get in contact with State Farm to inform them. He assured me in the meantime he ordered the correct parts, 1 of which was on back order until January 15 2023. He also assured me he would get back to me. I have emailed and called for an update weekly and now daily with no response whatsoever, I have called to speak with several people at Larry H Miller and they are not able to assist at all and say that only Oscar can help me, I tell them Oscar is extremely difficult to contact and they send me to his VM before I can finish talking. I chose the dealership because I expected them to be the most professional and efficient, I am so worried by the lack of communication on the dealerships part, I need my vehicle I use my vehicle for work and have been denied use now for 2 months. My insurance did cover $1500 in rental car coverage however that has been used. I asked one of the employees over at Chrysler early on when I was initially informed of the January 15 back order part, about a loaner vehicle and he pretty much scoffed at me. I have owned several vehicles and have always received superior service at their respective dealerships. Acura of Brookfield, WI superior dealer service. Ford, Lincoln, Mercury of Waukesha, WI also superior service brand new loaner car and complimentary transportation to and from the dealership. Jeep and Honda dealerships as well, loaner vehicles and superior service. I need a loaner vehicle, I need communication, I am so disappointed. What is the status?

  

  Business Response

  Date: 03/14/2023

  I apologize for the delayed response to your issue.  Has this been resolved to your satisfaction?  If not, can you please let me know which dealership specifically that you took your vehicle to so that I can assist further. 

• Initial Complaint

  Date:01/26/2023

  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 Dodge in ****** AZ a bout 3 months ago. Since the beginning of time I was promised a factory warranty that would transfer over to the truck and into my name. I also purchased an additional service for 1 year of oil changes. When I received the truck I noticed it had not undergone a proper detail and as time went on I recognized other items that were not in tact. There is a left visor that I had scheduled an appointment for and nothing was done. The visor came off all the way now. I have a leak in my back window on the right side which I have also recorded a video of. I had a crack in my windshield and they said they would replace the windshield and that someone from that department would call me back. I have yet to receive a call. I called to schedule an appointment once again to address these issues. I needed to get in on a Monday when I was off of work and they stated they would have someone call me back to try to work me in and no one ever reached out. I called and spoke with ****** and ****** recommended **** for the job. I was told that I would get a call back from **** and that was never received. I went ahead and called **** because I really need to get my car taken care of. No one ever returned my call. I was given an inspection and suggestions to do some repairs which should not be needed this early on in a purchase of $40k plus. These services should have been covered by the bumper to bumper warranty that no one seems to be able to find. I really need to get my car repaired and detailed to remove all the dog hair from the car. I would also require a vehicle to drive while my car is being serviced.

  

  Business Response

  Date: 08/30/2024

  Thank you for sharing your experience, and we apologize for the difficulties you've encountered since purchasing your truck. We understand how frustrating it is when promised services and warranties are not fulfilled, and when communication falls short of expectations.

  While some time has passed since your purchase, your feedback is important to us. We regret that the issues with your truck have not been properly addressed and that you have not received the follow-up you were promised. Your concerns about the vehicle's condition, the missing warranty, and the lack of communication have been noted.

  Thank you for your patience and understanding.

• Initial Complaint

  Date:01/20/2023

  Type:Billing 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 08/09/2022 I went to purchase a vehicle with this dealership. After spending 3 hours at the dealer negotiating price and doing credit pull, the dealer told me i was 100% approved on the vehicle. 900$ down by the 08/21/2022 and 900 monthly payment. We filled and signed all the paperwork including POAs, MVD etc. they gave me the keys and that was suppose to be the end. Being that we already signed all legal paperwork saying the deal was done, which i have copies of. On 08/10/2022 i go to dealer to get my license plate of my old truck then got told that i was in-fact not approved and had to dropped 28k to this this 57k vehicle. Even after the dealer signed all paperwork saying deal was approved and telling me it was approved. Had to sign a cancellation contract due to dealership lying about being approved.

  

  Business Response

  Date: 02/10/2023

  Jan, 27 2023

  General Manager spoke with consumer, ***** stated he'd like to try and trade his vehicle with us again, General Manager offered to reimburse consumer for previous expense incurred in regard to license and title fees.  An appointment was scheduled for 2-3-23.

   

• Initial Complaint

  Date:01/12/2023

  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 2021 Jeep Wrangler Rubicon Eco Diesel from this dealer ship back in August of 2022. - First problem: Took the vehicle home the first day and there was a diesel leak that was spilling everywhere. Took it to the dealer the next day to get it fixed and repaired. - Second problem: Two weeks later after the leak was fixed my check engine light came on - had the technicians look at this they recalibrated it and "fixed it". Took it home and then 3 days later the light came back on. - Third problem: I took my jeep back to get some recalls fixed on the vehicle and also had a really strong diesel smell coming through the cab of the jeep. I notified the service guy to say hey can you guys also fix this for me as well. They took my jeep back and had it in the shop for 2 weeks. I was notified that the jeep was ready, I picked up the jeep and the smell I let them know about was not fixed. The service manager said theyll need to keep this for 3 more weeks until its fixed. Was notified that this was going to be fixed on the 13th of January 2023 Called for a status and the service manager said your jeep wont be ready and some technicians walked out on them. This pushes the delay of not having a vehicle now to 3 months with it being in the shop and them being disorganized. I have notified managers, sales representatives and employees and no one can reach out to me or let me know my options of what to do. I have been extremally frustrated with this situation and need some help on how I can get this going along.

  

  Business Response

  Date: 01/23/2023

  dealership has spoken to customer and repairs have been made.

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18728698
  
  I am rejecting this response because: I am still waiting on completion of all aspects of my complaint being completed by ********************** Repairs have been completed but I am still waiting on a pending request from Jeep Corporate. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/13/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car **** 500L, literally stopped in the middle of the highway almost causing a serious bodily injury to myself and our 5 year old daughter. We towed the car to the dealership. It has been 2 months they still can not figure out what is wrong with the car. Said transmission needed replacement, but when we ask what actually wrong with it. Or step by step diagnostics, no response. We ask for a goodwill repair. They denied. Car is a bit over ****** miles, no one seems to help. Please help

  

  Business Response

  Date: 12/16/2022

  Can you please tell me which dealership you have your vehicle towed to?

   

• Initial Complaint

  Date:12/10/2022

  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.

  Hello,I have received multiple direct mail flyers from ******* Democratic Party. Please remove my home address from your direct mailing list immediately. I do not want to receive any additional mail from Larry Miller Dealerships ever again. One of my values is the environment and I am trying to limit the amount of mail that I receive. Junk mail produces more than 51 million metric tons of greenhouse gases annually and it adds 1 billion pounds of waste to landfills each year. Please email me back to confirm that my home address has been removed from your database and that I will no longer receive any mail

  

  Business Response

  Date: 12/16/2022

  ************************* & BBB Mountain West,

   

  I have sent your information and request to be removed for all mailers to our IT department to fulfill.  I have received confirmation that your information is not in our DMS (in dealership database).

  I received word that the IT department is verifying removal, or update to DO NOT CONTACT in all other platforms. Via ******************.

   

  Thank you,

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

  Regional Controller AZ/CA

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

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

  Customer Answer

  Date: 12/20/2022

   
  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:12/08/2022

  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.

  Service department:This dealership is the most convenient for us but we are done! Took my vehicle in for service yesterday for multiple recalls and customer satisfaction bulletins. The first thing they told me was that if parts were needed I would have to make another appointment for repairs! Really,? Even if parts are 'VIN specific ' as they said, I doubt little machinists are bench molding pieces for one vehicle!! We live 30 miles away, so it's not an insignificant issue to bring my vehicle in The next issue we have every time is lack of responses of updates. I dropped my vehicle off at 7:30 am and had zero updates. They send you a text with a point of contact, so I was hopeful this time would be different. No. The *** was not the same technician who checked me in, and despite multiple texts and voice messages, I haven't had an update as of 4:30pm. The service manager, ****, does not even have a personalized message identifying his role or even his name so that you feel he will respond The only people who appear to have any price in this company are the salesmen, where their pay is based partly on customer satisfaction.

  

  Business Response

  Date: 12/09/2022

  GM spoke with customer.  He will be following up with the customer when the 3rd open recall is ready to be completed.  Part needed to be ordered from out of state to complete the recall.

• Initial Complaint

  Date:12/06/2022

  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 2014 Tiguan in June of 2022 at Larry H Miller VW of ********, **. I also purchased a warranty through the dealership. In November of this year, when the weather was cooler, I realized heat was not coming out of the vents. Around that time, the diagnostic light came on and I had issues with the vehicle shaking. I took it in and a few days later I was informed the diagnostic light was due to an oil leak they thought was repaired prior to my purchase, which would be covered. I was told the shaking was due to new tires being needed (after four months, I now must purchase 4 new tires). The lack of heat was due to a clogged heater core. This is considered wear and tear and the warranty company won't repair. The dealership offered a discount on the repair however I find it frustrating they will not fully compensate for the repair as I was sold the vehicle with a clogged core (I did not use the heater during the summer and considering they also did not repair a prior oil leak, there was some oversight when selling the vehicle). I have spoken with the service manager and to a sales manager and they have made it clear I will be responsible for heating issue. The dealership said they tried to get the warranty company to pay considering I recently purchased the vehicle however I have only been offered the discounted repair amount. I understand I purchased a used vehicle however I now must pay for a repair due to their oversight.

  

  Business Response

  Date: 12/23/2022

  On Dec 12th I received a notice that I had a bad Yelp review for the store, and it was from *********************  He claimed that we did not properly inspect his car when we purchased it earlier in June and why his heater was properly working at the time of his visit in December.  After doing an investigation we were able to determine that the vehicle was inspected but due to the problem being in the heating system in the car it is possible that the heater was not working properly in June, so we decided to cover the repair to the heating system at no cost to the customer.  ******************** was happy with this outcome and the work was performed on 12/8/2022-12/15/2022 under RO number 374054.  ******************** was also provided a loaner vehicle while we preformed the repair. 
  

• Initial Complaint

  Date:12/02/2022

  Type:Sales and Advertising 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 is sending my wife and me unsolicited mail, despite previous requests to be removed from their mailing lists. Examples include extended warranties, services, and buying and selling. The names are Brian F**** and Whitney F****, and the address is **** ******** ** NW, Albuquerque, NM 87114.

  

  Business Response

  Date: 12/12/2022

  can you tell me which dealership is sending you mail so we can remove your name from the list.

  

  Business Response

  Date: 12/13/2022

  We have removed you from all systems pertaining to any form of contact from American Toyota.

  Customer Answer

  Date: 12/14/2022

   
  
  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,
  
  ***** *****