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.

close

Find a Location

Larry H. Miller Dealerships has 55 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/14/2025

  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 recently sold my car that was previously financed with ****** and the loan was paid off by a different dealer. I went in to get information regarding my refund of unused insurance and gap. They explained i would get a refund from a 3rd party. A few weeks later I received a partial refund but I was missing the majority of it that was from gap insurance. They told me to call the 3rd party company. I reached out to them and they said the dealer had the funds and needed to released them in from the reserve account. This started back in October of 2024 it's now February of 2025 and I keep getting ignored and given wrong information. When I call from my personal phone the calls no longer go through but when I call from my secondary phone they answer. I'm absolutely appalled by their lack of customer service and demand my funds.

  

  Business Response

  Date: 02/20/2025

  Dear ******** *********,
  
  We appreciate your patience as we addressed your concerns regarding the refund for your unused insurance and gap coverage.
  
  First and foremost, we sincerely apologize for the delay in processing your refund. This is not the standard of service we strive to deliver, and we completely understand your frustration. The refund should have been sent directly to you from ****** ******************* Unfortunately, it was not. 
  
  We want to reassure you that we are processing the refund internally and is currently being sent out. You should expect to receive it shortly.
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding. If you have any further questions or need additional assistance, please do not hesitate to reach out directly to ******** ******* at **************************** or **************.
  
  Warm regards,

  ***** *****
  Customer Relations Manager
  LHM ******
  *****************************
  

   

  
  

• Initial Complaint

  Date:02/10/2025

  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 11/14/24 I purchased a brand new **** 500e automobile from this dealership. I am no making payments on a vehicle I cannot drive due to poor paperwork practices at the dealership. I have tried unsuccessfully to register the vehicle 4 times at the dealerships request. My county is missing their paperwork necessary to register my vehicle, and dealership personnel have been unable to assist. **************** has never responded. Finance department has never responded. Sales promises calls back, but has yet to respond. As of 2/7/2025, the dealership has completely stopped answering phone calls. I attempted to contact someone in service, but they said my vehicle was also never registered in their system so they have no record of me.

  

  Business Response

  Date: 02/13/2025

  Unfortunately, a form was missed at the time of sale and we were unable to complete Mr. ******** DMV as quickly as we should have. We were able to to the required paperwork signed this week, and the proper documentation has now been submitted to the county (as of today, 02/13/25). It will take the county a few days to process that paperwork. Once they have completed title, Mr. ****** will be good to go pick up his plates. We apologize for the inconvenience this has caused.

  Customer Answer

  Date: 02/15/2025

   
  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:02/03/2025

  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 purchased a vehicle August 2024. The dealership has not provided DMV with information so I can obtain my tags and they have not responded to letters from my lender sent 11/24, 12/24, and 1/25 for title documentation. I have called and am unable to get anyone at the dealership to do anything except transfer me to other departments (finance, business office, etc.) I have left messages and not received calls back. I don't know what I need to do to get the documentation that I paid for as part of my purchase. If BBB has any ideas I would greatly appreciate it.

  

  Business Response

  Date: 02/11/2025

  Dear *****, we apologize for the delay in getting your DMV completed. Because the deal was financed with an outside lender, we did not have the needed paperwork from your lender to properly complete your title work with your county. We have now received that paperwork, and all the information has been submitted to the county for processing. 

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22894418
  
  I am rejecting this response because:

  1) I have been asking about the status with the county and my registration since August.  I was only contacted by the dealership about "missing" paperwork in mid January.  I IMMEDIATELY sent the requested documentation to the requesting party.  After several weeks, when I called, the requestor told me that she no longer worked at the dealership but had forwarded the document to them.  After about 4 hours of phone calls, I spoke to someone the dealership who told me that they still didn't have the requested paperwork, and so I sent it in AGAIN.  While they have belatedly acknowledged receipt, I am not convinced that they have processed it and will have to see if the county processes anything before my third set of temp tags expire.  I refuse to accept any response from the company until this is resolved.

  2) My lender sent letters requesting title documentation 11/1, 12/1 and 1/1.  They called me several times to tell me that they have received no response.  They said that a state title search does not list the title in my name.  The dealer's response does not include any explanation or commitment to address the missing title paperwork.  I will not accept any response from the company until the title paperwork is appropriately processed.

  Assuming that this does get resolved, it is only because of an aggressive campaign on my part to force Larry Miller to complete their part of the transaction.  At no point has anyone even responded to me without significant effort on my part.  I do not believe that we would even be in this spot, which is still not complete, had I not filed a BBB complaint.  I am not asking for any compensation of any kind, other than for documentation that completes a transaction that I already paid for months ago.

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

  

  Business Response

  Date: 02/19/2025

  I do apologize for the delay on this title. The current status is that the title paperwork was mailed to and has been received by Denver County. The tracking number for that paperwork is: 1Z13A09R0192502833 **** overnight). The paperwork was received by the county on 02/12/25. Assuming there are no issues with the paperwork, title work should be processed in the next few days. This depends on how quickly the county is currently processing title paperwork. If there are any questions I can always be reached at my direct line, below. 

   

  Sincerely, 

   

  *** ******

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

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22894418
  
  I am rejecting this response because:

  Unfortunately, I cannot accept any resolution until I have received my plate information from the county and my bank has received title paperwork.  While it is encouraging that the dealer is responding to BBB, this has gone on since August 2024 and I am almost certainly going to need a FOURTH set of temporary plates while I wait for this to be resolved.  

  I have received no explanation as to why written correspondence from my lender USAA was never responded to, nor why it took 5 months to let me know there was anything missing from the paperwork.  

  Because this issue is still not resolved, I cannot accept this response.

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

• Initial Complaint

  Date:01/23/2025

  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 November 20, 2024, I purchased a Certified Pre-Owned (***) 2019 Ram 2500 from Larry H. Miller Bountiful. The vehicle came with a *** warranty and a promise that any issues identified during the dealerships inspection would be resolved. However, the vehicle had a Collision Detection Fault at the time of purchase, which I was assured would be fixed prior to delivery. Despite these assurances, the issue persisted upon receiving the vehicle.Since purchase, the vehicle has been returned to Larry H. Miller Bountiful three times for the same unresolved issue and has now been at their Provo location for two weeks with no resolution. The dealerships General Manager, ***** *******, admitted this issue is the reason the previous owner traded in the vehicle after I uncovered a negative review from the prior owner citing the same unresolved problem. This reveals the dealership was aware of the defect before selling the ******** a self-employed mobile marine and auto technician, I depend on this vehicle for my business operations. The prolonged downtime caused by the dealerships failure to resolve the issue has resulted in significant financial loss and disruption to my business. Despite multiple opportunities to rectify the situation, Larry H. Miller Bountiful and General Manager ***** ******* have done nothing to address the impact of their negligence.Resolution 1. Immediate and permanent resolution of the Collision Detection Fault at no additional cost to me.2. Compensation for the loss of income incurred during the vehicles repeated repairs and downtime.3. Improved transparency and accountability in the dealerships inspection and *** processes.I trusted Larry H. Miller Bountiful to provide a reliable vehicle under the *** program, and their failure to fulfill this commitment has caused ongoing stress and financial hardship. I am seeking a fair and timely resolution to this issue.

  

  Business Response

  Date: 01/29/2025

  *** ******** purchased his 2019 Ram 2500 from LHM CDJR Bountiful on November 20th, 2024. As he states in his complaint, he was made aware of the fault in the front end collision detection system ("I was assured would be fixed prior to delivery"). The vehicle was left in our care to perform the recommended software update to repair the camera/forward collision system. Once complete we delivered the vehicle to his residence 50 miles south our our location. Upon delivery *** ******** drove the vehicle and noticed the cleanliness was unacceptable and that the cruise control was not operating as intended. We then brought the vehicle back that day for a thorough detail and to order a replacement camera for the forward collision system. The replacement camera was then installed and we again delivered the vehicle to his residence. 

  On December 3rd, we received a message that the cruise control light was blinking. *** ******** brought the vehicle to us on 12/9, at which point we performed an oil change, brake flush, full tank of gas and diagnosed the newly installed  camera as being a faulty part. At this point it was agreed that LHM CDJR Provo would perform the new camera installation due to the convenience of it's location to *** ******** residence. LHM Provo was able to install the new camera after some sourcing delays and *** ******** took receipt of his vehicle on January 24th. 

  I do apologize for *** ******** being inconvenienced throughout the process. There have been no additional charges to *** ******** after the sale. 

• Initial Complaint

  Date:01/17/2025

  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.

  Bought a vehicle found it had issues took in to be fixed. Told it was fixed put part that was after market did not work said part was in back order now having more issues with vehicle. Was told part was in would be contacted to take in months later still not contacted or fixed

  

  Business Response

  Date: 01/22/2025

  Hello Misty!

  I have received communication from the dealership indicating that they are actively working on your vehicle, and that you had an appointment earlier this week. They say that they have you all set up in a loaner vehicle while they work on repairing your AC, as well as check out the Code thrown by your transmission. 

  We are grateful for your patience, and we look forward to ensuring your vehicle receives the attention it needs. If you have any questions during the repair process, please feel free to reach out to the dealership directly. 

   

  Thank you!

• Initial Complaint

  Date:01/15/2025

  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.

  Dear Sir/Madam,
  I bought a car, 2015 TOYOTA AVALON HYBRID, from this dealership on 10/13/24. The price of the car was 17.000 dollars. I paid 8.000 dollars for the car and financed the rest of the amount. My financing company is America First Credit Union. When I was financing the car I also bought a year powertrain warranty for 1800 dollars. They told me that this covers everything on the car including hybrid system. However, I called Toyota service they told me there is no warranty shown for my car on their system. Even though, a year warranty cannot cover hybrid system. I have not received any papers about warranty from dealership. I got concerned that is why I want to cancel this warranty and get refund for that. I called dealership many times and wrote some emails. Noone returned me and solved this problem. VIN of my car: ****************** 

  

  Business Response

  Date: 01/20/2025

  Hello!

  Thank you for reaching out. I have found your information in our system for a few different Larry H. Miller locations. If you could provide the name or the address of the specific location you were working with, I will make sure that the team best suited to assist you gets involved asap.

   

  Thank you again!

  

  Business Response

  Date: 01/28/2025

  Hello!
  
  I've received communication from the dealership indicating that they have been in communication with you and have worked to find a resolution. 

  Please feel free to reach out to the dealership if there is anything else you need!

   

  Thank you. 

  Customer Answer

  Date: 01/29/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22817981, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Javid Vahabov

• Initial Complaint

  Date:01/15/2025

  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.

  I purchased a 2015 **** A8 on January 2024 with Larry H Miller and I also added an extended warranty. I started having suspension issues with the car 3 weeks ago so I called Larry H Miller seeking guidance of the warranty covers the suspension. I was told to bring the car to Larry H Miller for diagnostic and because they couldnt figure out the issue, THEY brought the car to **** dealership for diagnostic. I talked to **** and they said the warranty doesnt cover suspension and they want $195 for the diagnostic. Total cost for repair is $7,000 which is a lot so I decided not to get it done at ****. I dont understand why I have to pay for **** diagnostic $195 if Larry H Miller was the one bringing the car to ****? Why wasnt I called and asked if I agree to pay for **** diagnostic before they charge me. My understanding was that I dont have to pay for diagnostic at Larry H miller since thats the only way to determine if the warranty covers it. Second, the person selling me the car offered me the extended warranty but didnt explain the different warranties being available. I just dont think its fair that I still have to pay for diagnostic if thats the only way to determine if the warranty covers the repair.

  

  Business Response

  Date: 01/20/2025

  To whom it may concern. 

  We have refunded the guest and agreed to close the case.

  Thanks,

  **** ***** general manager

  Customer Answer

  Date: 01/21/2025

   
  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:01/07/2025

  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.

  My husband and I purchased a vehicle in November 2024. We received a notice from our bank that the title information has not been received. The temp tag expires in 3 days, and no one at the dealership is returning calls or emails. I spoke with the El Paso county DMV today, and they told me they have not received any paperwork from the dealership.

  

  Business Response

  Date: 01/08/2025

  Hello!
  
  This BBB portal encompasses all Larry H. Miller Dealerships. If you could please provide the specific name or address of the location you are working with, I can then assist in getting your complaint forwarded to the team best suited to assist you!
  
  
  Thanks.

• Initial Complaint

  Date:01/03/2025

  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 brought my family vehicle a 2016 Dodge Durango to the dealership to have it checked,and several repairs. The vehicle was under an extended warranty. They gave me an extended list of repairs and items which I angreeded to and they proceeded to take the vehicle and make repair repairs which included an expensive new transmission, belts,hoses, just about everything under the hood. The vehicle was brought into the dealership July 8 of 2024. I was given a loaner vehicle to use.What took place ,was the vehicle for the most of the year ,was in their possession. I had very little use of our family vehicle during 2024 the vehicle experienced five,I repeat five trips back to the dealership to have items corrected, including something simple as a key fob. As of today’s date the car is still not functioning proper
  ,the engine check light is still on,and the dealership has now refused any courtesy whether it’s a rental car or taking the car back in,to have it checked again , asking for further money ,they’re refusing to seek assistance from Chrysler executives or tech support to diagnose the problem.There has been very little communication over the past half year. I am seeking now a replacement vehicle or the car properly fixed, including a rental car provided, annd agree to completely make this car operatable and safe for my family. We have been most patient and understanding, but clearly there is no resolve in sight and they have taken a very cold heart approach to finding resolution to their failure to honor this warranty. I am seeking the assistance of the BBB and document my case going forward, I thank you for this opportunity to assist me and appreciate your consideration for assistance. In closing I have comprehensive documentation to support my case.

  

  Business Response

  Date: 01/06/2025

  Hello!

  This BBB portal encompasses all Larry H. Miller Dealership locations. If you could provide the exact name or address of the specific location you are working with, I will be happy to make sure your complaint gets directed to the right team!

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22765555
  
  I am rejecting this response because:

  Larry H. Miller Dodge Ram Tucson

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

  
  

  Here is the address and name of the dealership. 

  
  

  The car went in on July 8 and its still not fixed the first time they didnt do the key fobs right had to return and get those redone few days later car wasnt running right again. They checked the transmission kept it for another month brought it in a third time because it still wasnt fixed car wasnt running right Kept it another month. This is the fourth no this is the fifth time now that the car has gone back to this dealership. The last time they said everything checks out fine nothing registers on our little gadget that checks all the error codes well that to me is a bunch of BS because Im sure those things dont work all the time the right way aside from the fact that I had videos that my wife has taken showing that the car doesnt work after its been returned only to have this arrogant manager of services and then his Manager, who wouldnt even bother talking to anybody throwing a tipsy fit and getting all upset and pissy with me because they dont know what theyre doing and how to figure out how to fix this car is unacceptable and unprofessional 

  The fact this dealership has just shy of 500 bad reviews in the course of three years says something unfortunately this was the only place other than somewhere up in *******, which is two hours away that covered the Mopar extended warranty

  
  

  Then to have this service manager, tell me hes gonna charge me $175 if they can or can find something wrong and that theyre not gonna give me a loaner car is absolute garbage this case is not closed

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

  

  Business Response

  Date: 01/16/2025

  Hello,
  
  We appreciate the opportunity to address the concerns raised in this complaint.Our goal is always to provide excellent service to our guests and address any issues with transparency and professionalism. Below is a detailed timeline of the services provided, along with clarifications regarding the concerns mentioned. We can also provide copies of the ROs for all visits, if interested:
  
  Initial Visit 6/7/24: The customer brought the vehicle in for a hissing sound from the dash. Our team diagnosed a failed condenser, which was replaced on 6/12/24 with parts ordered specifically for the vehicle. This repair was covered under the customers extended warranty, with the customer responsible for a $200 deductible.
  
  Second Visit 7/8/24: The customer returned with concerns about a leak and clunking noise while driving. During this visit, the transmission assembly, transmission oil cooler, transmission cooler lines, transmission heater, two engine mounts, and the radiator were replaced under the extended warranty. Additionally, the customer approved several maintenance services, including differential fluid services, brake fluid exchange, and a tune-up, among others. These were separate from the warranty-covered repairs, and the customer was billed $1870.66, including the $200 deductible.
  
  Third Visit 8/17/24: The vehicle was brought back due to an issue with starting and recognizing the key fob. Our technicians diagnosed the problem as a spread pin terminal on the C2 pin terminal. This repair was performed as a goodwill gesture at no charge to the customer, and the issue was resolved.
  
  Fourth Visit 10/31/24: The customer returned with a concern about the vehicle jerking and struggling to shift. Our technicians inspected the prior transmission repairs, found no issues or error codes, and performed a transmission re-learn to ensure proper operation. The vehicle was test-driven and operated as designed with no issues noted.
  
  Fifth Visit 11/7/24: The same concern of jerking was brought up again. Our technicians scanned the vehicle for codes (none were found) and test-drove the vehicle multiple times but were unable to replicate the concern. The customer later provided a video showing the issue. Upon reviewing the video, it was clear that the vehicles right-side paddle shifter had been engaged, manually locking the transmission into first gear. This was identified as operator error, not a mechanical issue.
  
  Our team has consistently worked to address the customers concerns with professionalism, providing repairs and goodwill gestures when appropriate. Moving forward, we are open to continuing to assist the customer within reasonable terms but cannot meet the resolution demands outlined in the complaint, specifically replacement and reimbursement are impossible.
  
  Again, we appreciate the opportunity to provide this explanation and remain committed to resolving issues in a fair and transparent manner.
  
  
  Best,
  
  *** *****, General Manager, ************

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22765555
  
  I am rejecting this response because:

  the Car isnt fixed and there were things they refused to do to fix

  The GM *** ***** would rather get lawyers involved !!!

  Theres a very good reason the dealership Larry H Miller Has just shy of 500 complaints in less than three years that averages out to like one complaint every three days thats not by accident and its not by coincidence thats because of the service and theyre inability to take care of their customers  

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

  

  Business Response

  Date: 01/28/2025

  Hello!
  
  We sincerely appreciate your patience and your willingness to work with us as we do what we can to ensure your vehicle receives the repairs it needs. After our conversation today I hope that you are satisfied with the steps we have taken so far as well as our overall plan for resolution.
  
  Please feel free to reach out to us at the store directly if there is anything else you need while your vehicle is still in our care, or if there are any issues with your loaner.
  
  Thank you again, and we look forward to getting this taken care of!
  
  
  Sincerely,
  
  *** *****, General Manager, ************
  

• Initial Complaint

  Date:12/16/2024

  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.

  It has now been 24 days (Nov 22- Dec 16th my car has been in their possession for a redo on an install they did a week prior that took 8 days (Nov 7th- Nov 15th) for them to fix that cost me $4500. So my car has been there for a total of 31 days which is ABSURD! The service manager Eli D******* dropped the ball and forgot my car was there a week after he told me to drop it off (Nov 22nd) I left a review about how bad my experience is going and got a reply from Andrew K***** with his contact info. I call him hoping to get some help in getting my car back sooner. He says he's "sorry for the experience iv had" but hasn't done anything to help. He said they are waiting for a part to get there the 9th and id have my car back the 11th but I still haven’t received my car. They could have overnighted the part i need and put it in already. I have t heard from them in 2 weeks. It could have been handled better 100 other ways.

  

  Business Response

  Date: 12/24/2024

  *****,

  I am very sorry if we have not done a great job at communicating the issues we have been having with your vehicle. We do stand behind our work and some fixes can be a bit tougher to pinpoint and also may have subsequent repairs. Either way I do apologize and want nothing more to get you your vehicle back. I have been working with parts and the technicians on getting your vehicle completed as soon as we possibly can and do everything in our control with expediting parts, contacting guests and extending their rental to switch their parts in your name and taking additional techs off of their jobs to verify and complete your job. I know I have had my drive manager speaking with you. please contact me at your earliest convenience and I am more than happy to go over all the measures we have taken to get you back into your vehicle and what to expect going forward.

  Andrew K*****

  General Manager

  ###-###-####

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