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 Chrysler Jeep Dodge Ram Bountiful

  755 N 500 W West Bountiful, UT 84010-6977

  
• 

  Larry H. Miller Lexus Lindon

  544 S Lindon Park Dr Lindon, UT 84042-1655

  
• 

  Larry H. Miller Chrysler Jeep Dodge Ram Riverdale

  1481 W Riverdale Rd Riverdale, UT 84405-3907

  
• 

  Larry H. Miller Ford Lincoln Draper

  11442 S Lone Peak Pkwy Draper, UT 84020-6880

  

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:03/21/2025

  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 March 11th 2025 I went to **************** to get an oil change and tire rotation. I received my car with the lug nuts installed backwards causing damage to my car, oil spilled in the engine compartment I had to clean up, and with damage to the axle nut caps. Additionally, the work order was written with the incorrect mileage, so I now have a discrepancy on the CarFax. Just about everything that could go wrong, did.I contacted the service manager in hopes to make this right, and it sounded like they wanted to fix the problem. It has been a week since contact was last made (3/14) and they have not returned my emails, or phone calls.Furthermore, when I initially arrived I was upsold on purchasing a two oil change package. With this experience I am hesitant to bring my vehicle back to them, and asked if I could be refunded the deal for two oil changes, and be charged for the one oil change preformed. I was told I would be contacted Monday or Tuesday (3/17 or 3/18) to refund the original amount, and charge me for the singular oil change. That has not happened either.I am asking for assistance to mitigate the original purchase, for compensation from the damages done to my vehicle, and to correct the CarFax.

  

  Business Response

  Date: 03/27/2025

  I spoke to the guest and will be forwarding this information to our west store location to make sure it is taken care of. 

  Customer Answer

  Date: 03/28/2025

   
  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:03/21/2025

  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 took in my vehicle on August 8th, 2024 due to it not being drive-able. Over the past few months I have not been fully notified about what is going on with my vehicle. I have went in a lot of times, and have received the same answer over and over again. "We are still working on it, the technician is still trying to figure out the issue, we are not sure what is wrong with your vehicle." **** has not been helpful which is the service advisor, along with ******* who is the drive manager. When I try to speak with the general manager, I am always told that they are busy. My vehicle has been in the shop for 7 months with no answers. They have opened a star case with ******** a few months ago, and I have not received any news with that either. I need my vehicle to be fixed, or I need it taken out of there with no charge, because they have not done anything to fix it and have been awful with communication. It is still being fixed under warranty, but I feel as though they will not let me take my vehicle out unless I pay for the labor that they have "supposedly" done, but I'm not sure if they have even done anything with the vehicle or if they are just lying. The last "update" or communication I received from them was the beginning of January 2025. They have also tried to have me come in to see if "we could figure something out." Which to me meant they were trying to sell me another vehicle. I do not want to purchase another vehicle from them. I want my vehicle that I took to them almost 7 months ago fixed or given back to me. Another thing is, they have not given me a progress report which they are supposed to do, so that I am able to keep up with what they are doing to my vehicle. Thank you so much for all of your help.

  

  Business Response

  Date: 03/25/2025

  Hello!

  Thank you for reaching out. I would be happy to assist you!

  Before we get started though, I need a little bit more information. This portal encapsulates all Larry H. Miller Dealerships, and when I search your information in our system, you appear across multiple locations. If you could please provide the specific location that you are working with I will make sure that this complaint gets passed to the team best suited to assist you!

   

  Thank you. 

• Initial Complaint

  Date:03/19/2025

  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 came into the dealership after my credit application was filed out online and I was asked to come by. I informed ****** of the car I was looking for and he had my credit application put in for a brand new ***** dollar ***** fe. I also informed ****** by text message I didn't want my credit ran more then once. This was a car I didn't agree to nor picked out. Then also I asked for the information that was used to be offered the credit as they did and I wasn't responded to. So I contacted the website manager and informed him I was requesting it. Once this happened I was contacted by ******* saying he would be seeing if the bank would take my application. Causing another inquiry on my credit for the same car ****** did. Not the car I wanted to purchase. ******* has been slow at responding to emails and still isn't responding when I'm asking why he didn't run my credit for the car I wanted. And why my credit was ran again when I specifically asked for my credit not to be ran multiple times. Due to the complaints I read it seems that thus dealership has bad business practices that should be reported to the ****, *** and ********** Whoever owns this dealership you should be taking your business a little more seriously.

  

  Business Response

  Date: 03/24/2025

  Hello!
  
  Thank you for reaching out. I would be happy to help!

  This portal encapsulates all Larry H. Miller Dealerships. If you could please provide the name or the address of the specific location you are working with, I will make sure to pass this complaint along to the team that is best suited to assist you.

   

  Thank you.

• Initial Complaint

  Date:03/15/2025

  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.

  Our vehicle began having transmission issues so we took it to the dealership. They acknowledged the transmission was having issues but said they couldn’t do anything about it because the computer wasn’t generating an error code. They gave us our vehicle back with no repairs done. A week later the transmission issues became much worse, not being able to reverse. We took it back to the dealership and they held the vehicle for 2 weeks and only allowed us to drive a loaner vehicle for 3 days. They said they needed to completely replace the transmission. Nice we got our vehicle back, 6 days later transmission fluid leaked all over my garage floor. We took the vehicle back to the dealership and they said a mechanic installed a leaking pump and tried a work-around to stop the leak and sent us on our way. They know my wife is 6 months pregnant and sent her off in a vehicle with deliberately faulty party installed and didn’t tell us until I noticed the new leak. They had to order another pump and kept our vehicle even longer. Then they called and said the transmission they installed was used and rebuilt from another vehicle, but never told us that in the first place. They said the replacement transmission is faulty and they need to order another brand new one. My vehicle is still under warranty. It’s a 2022 with 50,000 miles on it. So they deliberately installed TWO faulty parts and sent my pregnant wife on her way. They have done nothing to make this right or repair the lost trust in their service and business.

  

  Business Response

  Date: 03/17/2025

  To whom it may concern,
  
  We at Larry H. Miller Southwest Hyundai take pride in bringing the best possible experience to all of our guests.
  Unfortunately, as with any customer service experience, there are some guests for which our services do not meet expectations.
  In the case of Mr. **********, the vehicle was brought in with ongoing transmission issues which took time to diagnose and receive approval for warranty coverage.
  The guest was provided a replacement vehicle for the duration of the repair (2/18 - 3/4). The vehicle was then delivered after replacing the transmission and test driving.
  The vehicle then returned with a leak from the transmission oil pump. This part was not replaced the first time due to warranty procedures.
  The oil pump issue was promptly diagnosed and parts were ordered - the repair will be complete no later than 3/20. In the absence of a replacement vehicle, the dealership has provided the guest with a rental car at no expense to them. 
  Additionally, in the interest of exploring all options, the sales department and General Manager provided the guest with a very generous trade in offer for the vehicle. The guest declined this offer stating that the dealership would not "lose enough money" on the trade.
  
  
  Kind Regards,
  The Southwest Hyundai Team

• Initial Complaint

  Date:03/07/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my near brand new ram 1500 into the ****** ***** dealership to trade it in due to lack of funds to support my family. The dealership offered me a 2014 ***** Silverado for $17,000. The idea behind the purchase was to have a working truck to continue my home and work life, as well as make as close to $5000 as i can off the trade in of my Ram 1500, to ensure my family had the funds to continue living. After purchasing the truck, the day after the truck would not start so i filed a complaint with the BBB to resolve the issue, after Chevrolet received the complaint and was contacted by the BBB, they paid for a new thermostat and i hoped that was the last time i ever had to deal with them. But this morning on March 7, 2025 the truck they gave me broke down with a flashing check engine light. The price to repair the Catalytic Converter, as well as pay for labor for the repair is way beyond what i am able to afford. I simply ask for a refund of my money paid for the truck, or a replacement truck.

  

  Business Response

  Date: 03/14/2025

  Hello,
  
  Thank you for reaching out. We have attempted to contact you regarding this complaint and your situation earlier this morning,and we would like to discuss this with you as soon as possible.
  
  If we have still not connected by the time that you find this response, please feel free to reach out to my Service Manager, ***** ******, at ************,and we will do everything in our power within reason and good faith to ensure that you are satisfied.
  
  Looking forward to getting you taken care of.
  
  
  - **** ******, General Manager

• Initial Complaint

  Date:02/25/2025

  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 believe the car was sold to fraudulently, first they tried to put me in a used vehicle and as I drove home something flew off I scheduled to take it back for service and decided to pull over and look underneath the car and it was rusted so then I took it back to the dealership asking for my original car back and they just keep trying to push a vehicle on me I was in disagreement and just wanted my car which I bought brand new from this dealership I came to this dealership looking for the same salesman whom was no longer there and I got stuck with these bullies whom should have just given me my car back, the loaned me that rusted while they tried to find me a car, they brought in the armada and told me that this vehicle had belonged to **** the supervisor and that he took very good car of it , I wasn't sold but they persuaded promising me low payments in $500 and a low insurance policy as they have connects which where both lies this was over the presidents weekend so when I contacted the insurance agency her policy changed up the roof and to top it off they let me leave the dealership without insurance and the loan company the held me responsible for $120.00 extra a month for a year on the policy due to the car having a gap of no insurance they also told me after 6 months if I wasn't happy with vehicle that they would trade it in and when I tried they said vehicle was to old and to any miles it plus I owed to much which was just a slap in the face. The vehicle then started to have problems I took it into service several times for a gas smell I wanted to make sure there was no leaks and the hazard lights kept coming on the service **** denied anything was wrong before the year I had to please reach out to me for futher explaination

  

  Business Response

  Date: 02/26/2025

  Hello!

  This BBB portal encompasses all Larry H. Miller locations. If you could provide the name or address of the specific location you were working with, we can get the ball rolling!

   

  Thank you. 

• Initial Complaint

  Date:02/25/2025

  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 11/14/24 I purchased a brand new 2024 500e automobile from this dealership. Due to horrible paperwork processes, 4 months later, I am still struggling to get my vehicle registered. After 5 attempts at the DMV, having to re-sign all of my paperwork (including loan documents 2x), and the title paperwork 3x for the dealership My county is still missing the paperwork necessary to register my vehicle. I haven contacted the dealership countless times speaking with general and finance managers to get this issue resolved. On 2/13, the dealership reported my paperwork had been sent in and updated a BBB complaint referencing that date. On 2/25, a call with the dealership representative stated the title paperwork was not even sent, and is still in process on their end. I find the dealership in breach of contract at this point and demand immediate resolution of the issues. They did not deliver what was promised in good faith on 11/14/2024.

  

  Business Response

  Date: 02/27/2025

  I apologize for the continued delay on completing title for Mr. ******.

  Mr. ******'s corrected paperwork is being delivered to Arapahoe County today via courier. I am available to speak to via my direct line ###-###-#### and I have provided that number to Mr. ******. I am available Monday-Saturday and will always return voicemails.

   

  Sincerely,

   

  *** ******

• Initial Complaint

  Date:02/21/2025

  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.

  Long story short, my vehicle had front struts replaced at Larry H Miller Colorado Jeep in early 2024. We paid for this fix, parts, and labor. Within the first week of having the vehicle back, they blew out and started making noise. I immediately reached out to the dealership to notify them as I knew they were covered under the manufacturer warranty. I was working with the, then, Service Director and ** to have them replaced through warranty as they were still covered. It was a horrendous experience and we had to walk the Dealership themselves through HOW to do that with the company, but we finally got it resolved and ready for replacement last month - and already inspected, I might add. This took over 9 months to even get to this point.The front struts were ordered, under manufacturer warranty from the initial install in 2024 & ready. Additionally, we had a claim under our extended warranty for my rims to be replaced and again, already approved, parts delivered to the shop, and ready to go. I had arranged to drop off our vehicle on January 15th and work would be done.When I called after my vehicle having been there for 2 weeks, they told me claims had not yet been filed. THEY WERE ALREADY DONE! Next, we were told parts weren't there. THEY HAD BEEN DELIVERED FOR US PRIOR TO DROPPING THE VEHICLE OFF! Then, they said, I had to call the warranty company for verification, when I did, the warranty company said they did not need anything from me. Additionally, now they are saying that the front struts are fine and it is the back. Again, this was already reviewed, assessed, and PARTS WERE ORDERED WITH A WARRANTY CLAIM READY TO GO!I have reached out to ****** **************** ****** which has proven to do ********** this day, the struts, have still not been replaced. My vehicle has been there for over a month, and still not repaired. I have 4 kids and my father is wheelchair bound and I need my vehicle as it is the only thing that holds everyone.

  

  Business Response

  Date: 03/03/2025

  Hello!
  
  I've received communication from the store. They have indicated that they reached out this afternoon with an update and spoke to you in person last Friday.  They have ordered strut bushings for the front struts to address a noise concern.  Parts should be here sometime tomorrow.  They said that they have informed you that they plan to reach out again tomorrow once parts arrive to verify the *** for completing repairs and verifying the repairs.
  
  If you have any questions in the meantime, please feel free to reach out directly to the store, as your situation is definitely a priority. 
  
  
  Thank you!

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22972431
  
  I am rejecting this response because:
  Nothing has been done and this response does not address the issues at hand. Yes, we have been pushed out again.  Our vehicle has been with the dealership for 2 months.  TWO MONTHS is wholly unnecessary as we already had the claim filed and completed, with parts AT THE STORE.  For whatever reason the shop felt it necessary to NOT do the work for the first 6 months, then decide it wasn't the right parts is beyond me.  Still, to date, to get an update, we must reach out.  Last week, our vehicle was supposed to have been done by Friday, then Monday, now later this week.  It has taken the efforts of myself, writing poor reviews, and having my husband go to the shop to discuss the matter with the shop and regional leaders.  This is out of control and should not be tolerated as acceptable work by the shop, or by ******.  

  My resolution was ignored and skirted around by the companies initial response of "we are working on it".  To resolve this matter, after the vehicle is actually fixed, we are asking for our rental vehicle to be paid for in full as we have had it for 2 months now, which is an unreasonable amount of time.  Additionally, our initial payment on the parts and work that are now needed to be replaced which was completed in spring of 2024 (and followed up on for 9 months to get assistance with, now the vehicle has been in the shop for an additional 2 months) to be reimbursed. 

  I do hope that my resolution will be addressed in this next response and not just a "we understand your frustration" canned response.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 03/14/2025

  Thank you for reaching out.  We have not received any further communication regarding this complaint after I sent the rejection to the company.  They never responded with an offer to make things right as requested.  Our vehicle is still with the company, we are still in a rental vehicle that we are paying for out of pocket, and they have still had limited to no communication unless we follow up multiple times personally.

  We are still looking for the resolution to have our initial funds refunded to us for payment on the work that was faulty as well as having our current rental vehicle paid for.  The company did not respond to our BBB complaint and the rejection of their last communication which outlined no offer for settlment.

  

  Business Response

  Date: 03/17/2025

  Hello!

  I have communication from the dealership on the 13th stating that your vehicle would be ready for pickup that day or the next day.

  It is my hope that your vehicle is now back within your possession. If this is not the case, please let us know and I will make sure the dealership receives the complaint!

   

  Thank you.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22972431
  
  I am rejecting this response because:  We do not have our vehicle back yet and they are now sending it on to another dealership.  They believe the vehicle needs struts, which is what we took it in for from the beginning after I had already completed the warranty claim for them and had the parts delivered.  They have now put other parts on the vehicle, and the sounds are still there and they are thinking it is now the struts.  We are over 2 months that they have had my vehicle, with the first month to month and a half having been for the vehicle sitting there.  There has been NO communication unless we initiate it or go to the dealership on our own to ask.  Even then, if we request an update, it takes us asking multiple times to get a response.  This is beyond frustrating.
  
  No matter when our vehicle is ready, we are still going to be requesting reimbursement of our original payment for this work from 2024 and full reimbursement for our rental that we have had the whole time our car has been with Jeep and now whichever GMC dealership they are taking it to.  I am also going to file another BBB claim with ****** directly.  
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/25/2025

  Hello!

  We have been in communication regularly; last update was this past Saturday. We have taken the vehicle over to our ***** store for them to diagnose and repair the vehicle.  The repairs have been approved, and we are just waiting for them to complete the repairs and verify the issue has been resolved.  

  
  I am expecting this should be done within the next few days as the repairs were approved late last week. We will be sure to keep contact and provide updates.

   

  Thank you for your patience.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 22972431
  
  I am rejecting this response because you have NOT agreed to the terms I have sent.  We need reimbursement for our rental vehicle we have had to use for the past 3 months while your company failed to do the work requested and has failed to follow through. Additionally, you have not agreed to reimburse us for the work that was performed in 2024 for the same reason that our vehicle is there NOW for, as it was not done properly.

  It does not matter that you keep saying "it will be done".  Of course, it will be done, one day.  You repeatedly fail to communicate until we ask several times.  None of that matters as you elect to have poor business practices and that is on you.
  
  What you keep ignoring and what needs to be addressed is our continued request for resolution and reimbursement/payment for our rental vehicle and for our service back in 2024 which is where this all started.

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

• Initial Complaint

  Date:02/17/2025

  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.

  Our new vehicle was purchased and finalized through Larry H. Miller. (4220 E. 22nd st. Tucson Az. 85711). We have had 2 persistent issues with the vehicle and the issues have repeated themselves after they were "corrected" by the company Larry H Miller. The company is not willing to investigate or research any further and has declined to make the situation correct.

  

  Business Response

  Date: 02/18/2025

  Good afternoon - The vehicle is currently fixed and customer picked up on 2/17/2025.  Customer has opened this BBB complaint anticipating the concern will return.  If the concern does we return we can open another case and go through repair process.  Please encourage Mr. ********* to call Stellantis directly at ************ and open a case.  I have attached the call between Mr. ********* and an employee.  Mr. ********* is threatening and quite frankly we are not sure of his intentions.  He states he is "very spiteful and will F*** us up.  We have turned this recording over to the local PD, just in case.  At this point there are no other steps to take and we consider this concern closed.

  ***

   

• Initial Complaint

  Date:02/17/2025

  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 took our Kia ******** to Larry H Miller on Jan. 25, 2025, to have a prepaid oil change. It was the final oil change in a package we bought from Larry H. Miller in 2023. On our previous prepaid oil change done through Larry H. Miller, they failed to rotate our tires. We knew they did not do this because we marked our tires as well as this time. We had an appointment to change the oil and then had to wait for over 1 1/2 hours. When I took in my vehicle for the final oil change, they failed to rotate the tires as I could see the markings of the tires had not changed from the front axle to the back. We told the mechanic, and he said "I already did. I will do it again." No, he never did rotate the tires, period. He shut down the garage door so we could not see what he was doing. I told the secretary who was at the front that he refused to rotate the tires as he had promise. She replied, "I have to take his word that he did". The wheel lock out and then finally threw it in the back of the vehicle where it could be lost. We drove off to check the oil and found out the oil was filthy and had not been changed. When I called and spoke to the manager, **** ********, it was Monday as service is closed on Sundays. **** ******** said he wanted to make things right and that he would have the oil change done again. I do not feel comfortable having my car serviced again by this dealership after what they did to me. I did not even know if this person who did the oil change did anything else to my vehicle when he shut the door down since, I could even see what services were performed. The manager explained that there are many steps that are required in order to process my refund since the oil changes were brought through an extended warranty plan. He stated that as soon as the corporate headquarters of ******* approves my refund, he would give me a call to pick up the check. That was over 3 weeks ago, I want at least $100 refunded to me as the synthetic oil change is now $124.00.

  

  Business Response

  Date: 02/18/2025

  To whom it may concern,
  
  We at Larry H. Miller Southwest ******* take pride in bringing the best possible experience to all of our guests. Unfortunately, as with any customer service experience, there are some guests for which our services do not meet expectations.
  Ms. ******** was, regrettably, one such guest for whom we failed to meet expectations. Speaking to the matter of the tire rotation, we cannot substantiate if the service was preformed or not. As a result, in good faith, we informed Ms. ******** that we would issue a full refund for that service in the amount of $59.19. We also informed Ms. ******** that due to the fact that the services were purchased as part of a package, we would need to issue a check for the refund. This process can take some time. The check has arrived at the dealership as of 2/18 and will be mailed promptly.
  
  Kind Regards,
  The ***************** Team

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22952750
  
  I am rejecting this response because:

  They said they mailed the check to us on 2/18/25 and we live in *********** as well as they are located here. 

  
  

  No check in our mailbox on 2/22/25. Should have been received by now.

  
  

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

  

  Business Response

  Date: 02/25/2025

  Hello!

  It was indicated that the check had arrived at the Dealership on the 18th and that it would be sent to you promptly after that time. I am hopeful that it has arrived now that a few more days and a weekend has passed. If you still don't have the check, let us know and we will continue to do what we can to ensure that it arrives soon.

   

  Thank you. 

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22952750
  
  I am rejecting this response because:No check in the mail from Larry Miller. They said they mailed it on Jan. 18, 2025. We were supposed to pick it up. Not only did they stiff us on our oil change/tire rotation; they stiffed us on the check which will not even cover the full synthetic oil change. We will pick the next check up at the dealership. I would like to know when we can pick it up. If you could find out, please.
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 03/11/2025

  The original check has been voided and a new one has been created. ***** can pick up the check at the dealership at her convenience.