Complaints

This profile includes complaints for Larry H. Miller Dealerships's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Larry H. Miller Dealerships

  351 W Opportunity Way Ste 400 Draper, UT 84020-1404

  
• 

  Larry H. Miller Honda Murray

  5808 S State St Murray, UT 84107-6135

  
• 

  Larry H. Miller Lexus Murray

  5686 S State St Murray, UT 84107-6158

  
• 

  Larry H. Miller Toyota Murray

  5650 S State St Murray, UT 84107-6131

  
• 

  Larry H. Miller Used Car Supermarket Sandy

  10990 S Auto Mall Dr Sandy, UT 84070-4180

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/24/2024

  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 10/27/23 I was told I needed to ***lace front pads/rotors because they were at a lining of 2mm. I agreed to the ***lacement. During the service appointment, the service *** asked me if I wanted to save $60 - $70 by using another brand they had. I questioned the quality of the suggested brand; I was assured they were just as good as the other brand and I, "wouldn't notice a difference." I was hesitant, but against my better judgement, I agreed. At no time did the *** tell me they--what I now believe--were used, old brakes. After the appointment I began noticing a horrible metal grinding sound every time I stepped on the brakes. Other passengers noticed as well and would comment. A sound my vehicle has ever made before. I called the dealership at some point and mentioned the sound. I was told they had no openings for 2-3 months, so I decided to wait until my next oil change. On 5/6/24, I took my car in for an oil change and mentioned the sounds of the brakes. The tech concluded he couldn't find a cause; nothing was wrong that they could find. On 10/7/24, I took my car in for a routine oil change; I made no mention of my still grinding brakes. The *** advised me at this appointment that I needed new front brake pads/rotors. I questioned him and advised that I just got new brakes a year ago; I hardly drive my car--a little over ****** miles in any given year. He looked in the computer, told me when I brought my vehicle back in May, they should have changed them out then. I believe he was the only honest *** I have encountered at this shop. I told him to do whatever it took to get my car back to how it should be and sound. They did, no more grinding! But I still paid for another set of pads/rotors.I gathered my paperwork at home, called the manager on 10/9/24 and 10/10/24 to discuss how I felt taken advantage of (as a woman) and /sold old used brakes, but still no return phone call. I don't feel I should have been charged twice for brakes within a year period.

  

  Business Response

  Date: 10/29/2024

  Hello!

  I've received communication from the store regarding this complaint. 
  
  They say that they have made positive contact with you and have begun the refund process.

  I hope that this conclusion is satisfactory, and if so, that this BBB complaint can be closed.

  
  Thank you for your patience!
  

  Customer Answer

  Date: 10/30/2024

   
  Better Business Bureau:
  
  I have since spoken to the manager, reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am now awaiting my refund. Thank you.
  
  *****

• Initial Complaint

  Date:10/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car September 6th 2024 I paid $38,395 cash out door taxes fees included for a 2023 Jeep Grand Cherokee altitude. The sales person knew my biggest thing was the need to be tow ready. This Jeep was not tow ready with just the tow prep package. Which is useless btw. I purchased the jeep and get the warranty bumper to bumper and purchase tire and wheel package as well. Ok 3 days later I ask if I could return jeep or trade for something with a receiver. I called every place in town that could install one on jeep and all of them where at least 2weeks out before I could be seen. The problem was I purchased a camper and needed to get it out of the mans driveway whom I bought it. I had no choice so I went to another dealership and traded the 2023 in for a 2018 Jeep Grand Cherokee Summit. Which has a tow receiver and more towing capacity. So I'm already out thousands because of all this. I go to Larry h miller same day and ask for a refund on my warranties purchased. ******* was condescending towards me and told me strait lied about getting a refund. She said there's nothing they can do paperwork needs to be processed first so come back in 45 days to 60 and if processed then they can start refund process. I knew that was a lie cause the other dealership said refunds are way easier to process before 30 days and u will get all of it back vs. if processed not untitled to a full refund. I then went online and check refund policy on warranty myself. And it clearly stated it's best to get refund in first 30 days vs when it's been processed . ******* was just trying to get her bonus at my expense The amount of times that I called and sent emails to this dealership over my refund for this Warranty The manager would call me back never once did they try to contact me I had to do to get a refund is I had to go through the bank. Now almost 60 days later *** has no paperwork on my purchase. And when doing a VIN check history me purchasing vehicle does not show up

  

  Business Response

  Date: 10/29/2024

  *****,
  
  Im sorry to hear about the challenges you've faced with canceling the **** To clarify, since the *** was financed through ***, only the *** company can handle cancellation and refund requests directly. Unfortunately, we dont have the ability to process this in-store, which is why we provided their contact information to guide you through the necessary steps. We understand this may be frustrating, but resolving this will require direct communication with the *** provider. Given these circumstances, we kindly ask for this BBB complaint to be closed, as weve done all we can to assist from our end.
  
  Thank you for allowing us the opportunity to clarify this process.
  
  - ********** ********, General Sales Manager

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22460821
  
  I am rejecting this response because: The refund on warranty information that available online clearly states it's best to ask for refund before processing. Also when I was told by your finance Manager I would have to wait at least 30 to 45 days after processed to even begin to start the refund process it's impossible otherwise. Was completely false and once processed I wouldn't be intitled to a full refund on a vehicle I had a week and didn't even put 500 miles on. This was all about her getting her bonus for up sale. Which I know is a big thing being pushed in your company because my sales *** told me that's been a big thing since changing ownership. When I contacted SPP myself the nice woman I talked to said absolutely we can refund your money back. Nothing has been processed. She then called your dealership and I had money back in my account next day. It was that easy from which I guess I ***s are incapable of. Because I was told by finance Manager once again that she had called them. I would still have to wait 30 days. I asked the warranty lady ok what about my tire and wheel package I paid cash 1500 dollars for. She said that's not us that's the dealership who has to refund money,  and she said and I quote " It should be no problem, since it's only been 2 weeks and nothing has been processed all they have to do is issue refund. After several calls, emails, text messages, I could get no one to respond or call me back like promised. That's when I had to put a claim in my bank. That's how I was able to get a refund. So no I don't accept your response. Lies through your teeth still. On top of that because of all this you ***s intentionally with held sending my title over to *** till very last moment you could send it so it will get there a day or 2 before ******************************************************************************************************* for this vehicle. I called, sent emails, text messages, even spoke to GM , who promised to call me back next day to tell me where my title is. He never did. Everyday for 2 Weeks asking where my title is. With no response. Finally I got a response only after something was done about my title Monday morning said was sent out Friday. Here we are just a couples days away from the 60 time frame and DMV still haven't received it almost a week later. This has all been intentional towards me, and there's nothing that can be said to make me fill otherwise. Every part of this has been a nightmare with your dealership. I paid ****** for a vehicle from your dealership out the door and this is how I'm treated. You are *****, and only care about your bonuses. I'm the one who lost thousands in this whole ordeal. No matter if I traded **** in 1 week later you still got paid cash in full for vehicle. No loss for you. You have made it very difficult in anyway you could for me. So no your response means nothing
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:10/16/2024

  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 10/05/2024 I purchased a vehicle from the offending company. A down payment of $4000 dollars was agreed upon. Upon completion of the sale I attempted to pay the down payment with my debit card but the reader would only charge $3000, after several attempts the offender said he would cancel the attempts on my debit card and we should run a different card. On the first attempt my other card was charged $4000 and we departed the car lot happy. The next day I noticed I was missing $3000 from my checking account, one of the times the offender ran my debit did infact charge my account $3000. So at this point I have paid $7000 on a $4000 down payment. As of today 10/16/2024 The offender claims they can't find the transaction to issue a refund. My bank has verified LHM Sundance Dodge charged $3000 dollars on 10/5 and finalized the transaction on 10/7. They are currently investigating as a fraudulant charge.

  

  Business Response

  Date: 10/22/2024

  Hello,

  I appreciate your patience and willingness to work with us as we got to the bottom of this. I am glad that we were able to determine that the issue was with your bank, and that it has since been addressed and handled.

  If there is anything else, please feel free to reach out. We are always happy to help.

   

  - **** *****, General Manager, **************

  Customer Answer

  Date: 10/23/2024

   
  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:10/11/2024

  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.

  In June of 2022 my mother started to notice engine issues my mother purchased a 2017 ******* Santa Fe Sport from Larry H. Miller in ***********. Shortly after, the vehicle had serious engine problems, which we reported to the dealership. They assured us that a new engine would be installed under the warranty. After waiting 6-8 months, we were told they had installed a like-new/refurbished engine instead, which was not the original agreement. To make matters worse, they charged my mother over $500, even though the warranty was supposed to cover the repair. Under stress and needing her car, she paid the fee. Now, the car is still experiencing the same issues, and its clear the dealership did not properly address the problem. My mother, a hardworking businesswoman, has had to repeatedly visit the dealership, affecting her ability to work and causing financial strain.According to the **New Mexico Lemon Law**, if a vehicle has unresolved issues after reasonable repair attempts, the customer is entitled to a replacement or refund. My mothers vehicle qualifies, and we request either a new car or a full refund, including reimbursement of the $500 she paid.We will be forwarding this complaint to the **Department of Justice**, **State of ************, **BBB**, ***********, the **New Mexico Attorney General**, **NM MVD**, ************* Auto**, our **insurance company**, and the dealerships **business insurance provider**.We hope this issue can be resolved promptly, without further escalation.

  

  Business Response

  Date: 10/21/2024

  Hello,

  I've received communication from the location mentioned in the complaint regarding the situation. 

  They have researched the situation and have found that there is no record of a guest matching the information provided through this platform within their database. They are curious if perhaps a family member has submitted this complaint on behalf of the true guest. 
  
  Either way, the store is hopeful that this response will prompt the guest to reach out to the location directly, as they genuinely look forward to doing what they can to resolve this situation.
  
  Please feel free to reach out to the General Manager of the location directly at:
  
  **** *******
  General Manager
  Larry H.Miller *******
  Office:************
  **********************************************
  
  We appreciate your patience and look forward to straightening this out!

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22368620
  
  I am rejecting this offer because:
  The repeated and unresolved issues with the engine of 2017 Santa Fe ************* have significantly impacted the safety,safety defects on electrical , head lights , substantial defects that affects safety, use and value.  non reliability for me and my family , performance, and value of the vehicle, creating a substantial hardship inconvenience and financial burden Safety is a big issue with this Vehicle I would like to be compensated,

  
  I am writing to formally request compensation for the substantial defects affecting the safety and reliability of my vehicle, which I purchased from Larry H Miller. Despite multiple repair attempts, critical issues remain unresolved, creating a significant risk of harm and severely impacting my daily life.
  
  1. Substantial Defects and Safety Concerns
  The vehicle has exhibited multiple defects that impair its safe operation, including:
  
  Headlight issue: The defective headlight significantly reduces visibility, especially at night, creating a serious safety hazard.
  Engine defect: The engine frequently loses power while driving and then regains power, causing the car to tug and stall. This defect makes the vehicle unreliable and presents a clear risk of accident or injury while on the road.
  Electrical issue: The electrical malfunction has affected critical components, including the headlights and trunk door, which stopped working entirely after a short period.
  2. Risk of Harm
  These issues present an imminent danger, not only to myself but also to my children and other occupants of the vehicle. The defects are a risk or injury while driving, particularly when the vehicle loses power unexpectedly. the condition of my vehicle is of great concern while using my vehicle
  
  3. Impact on Daily Life
  The ongoing defects make routine travel dangerous. I rely on this vehicle for daily transportation, including safely taking my children to school and other activities
  
  4. Repair History and Failure to Resolve
  Despite several repair attempts, the defects remain unresolved. The vehicle has been in the shop for repairs for over 30 days, yet the same safety issues persist. Repeated attempts to address the engine, headlight, and electrical issues have not yielded a permanent solution, making the vehicle unsafe for continued use.
  
  5. Request for Compensation
  Given the substantial nature of these defects and the ongoing risk to my safety, I am requesting compensation in accordance with applicable laws, including  applicable Lemon Law , warranty  The defects have compromised the vehicles safety, use, and value, and it is clear that the vehicle is unreliable for safe transport.
  
  I kindly request a prompt resolution to this matter, whether it be a full refund, vehicle replacement, or other appropriate compensation.
  
  
  

  As per the lemon law regulations in ***************; Sec57-16A-1 to 5716-A-1 to5719 A-9, I am entitled to a replacement vehicle or a refund due to the persistent nature of the defect and the inability of the manufacturer to remedy the situation within a reasonable number of repair attempts.
  sincerely,

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

  

  Business Response

  Date: 10/31/2024

  Hello ******!

  It is my understanding that the store had you come in for an appointment on the 29th, with the goal of starting the diagnostic and replacement process. They have relayed to me that you confirmed your warranty is still active, and they plan to process it with the ******* team for this repair.

  It is my hope that they have acted appropriately and have begun work on a satisfactory resolution for you, and that this BBB case can be closed.

  Please feel free to reach out to the dealership at any time for updates or questions.

   

  Thank you.

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22368620
  
  Rejection of Services Due to Lack of Resolution on Vehicle Issues
  
  
  To Whom It May Concern,
  
  
  I am writing to formally notify you of my rejection of further services due to ongoing, unresolved issues with my vehicle, purchased from Larry H. Miller ******* in ***********. Despite numerous attempts to mediate directly with your dealership and ******* corporate, including multiple trips to your service department, my vehicles issues persist and continue to pose a significant risk to my safety and that of my family.
  
  
  Most recently, I was asked to drive my vehicle to an appointment scheduled on October 29, 2024, despite having informed your team that the vehicle is unsafe to operate. Given the serious nature of the vehicles issues and the distance I must travel nearly 45 minutes each way from ***** I would have expected that alternative support, such as a tow or an on-site evaluation, would be offered. Instead, no options have been provided to accommodate this risk or to address the danger involved in transporting my vehicle.
  
  
  As previously documented, I have filed a formal complaint with the Better Business Bureau (BBB) due to the dealerships failure to provide adequate support or effective solutions. Under New Mexico lemon law statutes, vehicles must meet essential safety and reliability standards, which my vehicle has failed to meet. I expect that Larry H. Miller ******* will recognize the necessity of resolving this matter without placing further risks or inconvenience on me.
  
  
  At this point, I am declining to accept further service appointments without a substantial resolution or compensation for the continued issues and risks. Please contact me promptly to discuss how your dealership intends to resolve this matter in accordance with New Mexico law and customer protection standards.
  
  
  Sincerely,
   ****** ********

  

  Business Response

  Date: 11/11/2024

  Hello,

  To update the BBB on the situation, the store is waiting for the guest to provide her preferred time and date for a tow, at which time a tow will be provided.

  Once the vehicle is at the dealership, further steps toward resolution will be completed.

   

  Thank you.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22368620
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

   

   

  i spoke with the gm she said she would call today

  

  Business Response

  Date: 11/15/2024

  Dear Better Business Bureau,
  
  We understand that the concern is regarding the type of engine used for replacement. The replacement engine was a refurbished unit, which is consistent with the manufacturers warranty terms.
  
  According to the ******* Policy and Procedures Manual, "Remanufactured engine must be used unless any of the following are true: Vehicle is covered under the 5 year ****** miles ******************* Warranty Specific Legal requirement by a state governing agency [OR] Reman part is unavailable or on backorder In this guests case, her vehicle's powertrain warranty had expired, making it necessary to use a remanufactured engine as none of the exceptions applied.
  
  We recommend that any further questions related to the warranty, or the use of a refurbished engine, be directed to *******'s customer service at **************.
  
  Should the vehicle be experiencing issues post engine replacement, our dealership should be afforded the opportunity to inspect, diagnose, and repair the issue in cooperation with the vehicles manufacturer. To assist in this process, we have already offered to cover the cost of towing the vehicle to our location, thus eliminating any inconvenience for our guest. However, the guest has declined to bring the vehicle back for further repairs, and the complainant has been unresponsive to our calls and texts.
  
  We also want to note that this guest has the option of taking her vehicle to a non-affiliated ******* certified dealership for service if that is her preference.
  
  Our dealership has made every effort to assist our guest in addressing her concerns. At this time, we consider this matter to be closed, citing uncooperative behavior and a pattern of seeking frivolous damages.
  
  Finally, we would like to point out that the individual who submitted this complaint is not the vehicle's owner, but rather her daughter. Any further discussion related to this vehicle should be conducted directly with the owner unless she provides explicit consent for her daughter to speak on her behalf.
  
  Thank you for your attention to this matter.
  
  
  Sincerely,
  
  - Kelsey Hall, General Manager, ************

• Initial Complaint

  Date:10/08/2024

  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.

  My Jeep Cherokee Latitude 2019 broke down in October 2023, Jeep wasn't able to take it till November 21, 2023. They rented a car for me end of December 2023, and a Loaner first week of January 2024, The jeep didn't get approved till April 2024, that was with numerous calls and texts and with the Service tech ****** and her telling us that the inspectors needed the engine more broken down. I got my car end of May 2024, the engine light turned on that same weekend and I took it back on monday June 3rd, Jordyn told me to drive the car according to her mechanic ******* for 30day with the light on, which I took it right back on the 5th of June. They kept it till July 9th. I didn't get a loaner or a rental for this time. I had to borrow cars or walk and I have a disabled adult son which has paralysis on his left side, has a Traumatic brain injury. On September 13th the check engine turned back on, I took the jeep back to them on Sept 16th and I have called and texted all they tell me is that they are waiting for an inspector to come an look at it since there is a misfire from engine, they need to tear down engine to identify a low compression on of the cylinders. I had to walk into **** since they don't answer my calls. I have called jeep customer care ************ complained to them and they gave me 2 case numbers one for a rental, one for complaint. ********** and **********. They told me that I no longer have rental coverage. I told them if they wouldn't of took so long to fix the car maybe I would still have coverage, or if they would of fixed the car correctly the first time I wouldn't be in this situation. I did tell them about the urgent need of a loaner at least, I called them over andover and nothing has been fixed. If they need time to fix it ok, but I NEED a loaner since I can't be borrowing cars or walking. Fall and Winter is coming and it is not an option for my son. The case manager is Oluwaseyisunmi (Last Name) phone number *************************

  

  Business Response

  Date: 10/17/2024

  Contacted Cristina Mendez on the day of complaint, she brought the vehicle in. We have provided a loan for her as we diagnose the vehicle and get it repaired.

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22397941, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Cristina Mendez

• Initial Complaint

  Date:10/02/2024

  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.

  Purchased a 2022 jeep wrangler on September *******. We arrived around 1pm didn't end up getting the deal done until almost 10pm. Driving the vehicle home not even 30 minutes into the 3.5 hour drive home the jeep began the infamous "death wobble"! This almost caused my husband to crash into the guardrail! I immediately called the sales man. He said he would let his boss know and call me in the morning. We received a call basically saying sorry we can't help. We called our local dealership they got us in they replaced the stabilizer shock. We thought the issue was fixed. Heading out to ************** the jeep did the same thing! Now we are turning around trying to figure out the issue now! This has been a nightmare and the dealership has been no help! Extremely disappointed as we were repeat customers! Now my vehicle will be in the shop again! I have never had so many issues with a vehicle! I am worried they have sold us a lemon! Management has offered nothing to help resolve this matter. As of today (10/2/24) the jeep dealership we took the vehicle to for the second time has called and let us know that this issue has been known. This issue has not been disclosed to us yet **** ****** along with Larry H Miller knew about the issue prior to us purchasing this vehicle! We have attempted to call the ** as well as the sales manager of Larry H Miller with no response!

  

  Business Response

  Date: 10/15/2024

  Hello Melissa and/or Franklynn,
  
  Thank you for bringing this matter to our
  attention. We fully understand the frustration and concern, especially with the
  repeated issues and challenges in getting the problem resolved.
  
  I appreciate your patience and willingness to
  speak with me regarding your complaint. To recap, we have outlined several
  options to address the situation:
  
  1. Conducting
  a thorough inspection of the Jeep to resolve the issue.
  2. Exploring
  the possibility of trading the vehicle for another Jeep.
  3. Considering
  a buy-back of the vehicle, if necessary.
  
  We look forward to your visit this weekend to
  move forward with the best solution. Please know that we take this situation
  seriously and are dedicated to making things right.
  

  
  Sincerely,
  
  Steve Massey
  General Manager
  Larry H. Miller
  Chrysler Jeep Dodge Ram Sandy

  Customer Answer

  Date: 10/15/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22371829, and find that this resolution is satisfactory to me. Steve has been great. He was willing to resolve this issue and we have resolved this matter. We thank you so much Steve!
  
  
  
  Sincerely,
  
  
  
  Melissa Taveapont

• Initial Complaint

  Date:09/30/2024

  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.

  I recently went to Larry Miller off of ************************ *****. I have confirmed through 4 different mechanic shops that I have an issue with my transmission sensor. My transmission was fully replaced 2 years ago so I still have the warranty on it. I confirmed even before booking my appointment that I am still under the warranty requirement of being under ****** miles. I am a mother of two so I had to plan everything ahead and took the time and money to schedule a rental. They informed me it would take quite some time to diagnose it. I told ****** that I have the code for the transmission sensor appearing multiple times and would strongly suggest them looking into it. It was also noted on my invoice. I made it very clear I understand their process on diagnoses but to please look into the transmission sensor matter. 3-4 days go by and I receive a message stating they just needed to reboot my system that my car should be good to go. I expressed my concern in the matter because it did not make sense to me why I would need a reboot. I trusted them. I left and the very next day, my car started doing the same thing, I originally went in for them to fix. I spent 680$ total with a rental and a hose replaced along with the reboot. I wasted money for nothing basically because a reboot is an easy fix and I expressed to them I am under warranty and need it resolved. I feel now they are being dismissive of me. I have emailed and called. I even tried contacting another Larry miller praying someone would assist me. I was informed she had 45 other vehicles to attend to and they do not have an opening until the end of November. I do not believe I should have to wait again especially since the original matter was never resolved. I feel they are trying to wait until I am not covered under warranty. I just want it fixed. I now have not heard anything back for multiple days. Having 45 vehicles to even attend to says a lot on the matter.

  

  Business Response

  Date: 10/07/2024

  Hello Jasmine,

  I am very sorry to read that you feel like you are being dismissed and that we didn't fix the vehicle to your expectations. I would love the opportunity to speak to you about this and see if you and I can get together on a solution and fix the vehicle. Please give my personal line a call at your earliest convenience and I will make sure we move your vehicle to the front to get this addressed. Again I am very sorry but please reach out to me and I will make sure we take care of you.

  Andrew Keadle

  General Manager

  720-240-2008

• Initial Complaint

  Date:09/26/2024

  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.

  I have a 6 yr old Jeep Cheroke, which I have been getting serviced at the Larry Miller Jeep dealership. This summer, mid July, 2024, the air conditioning stopped working. After bringing it in to the dealership, I was told I needed to replace the condenser. I did some research and at the end of July went back to order the part. I was told it was going to take 30 -45 days. I followed back up in late ******* called and received no call back, then had to go to the dealership and was told the part was "on a boat", with no more detail. I decided to call the Jeep customerservice in ******** and was then told the part was "discontinued", given a case manager who left me no details and has not returned my call. I found the part online and had an appt to bring the car in on Sept 27, ( 4 weeks later), driving all summer with no A/C. On Sept 26, I received a text canceling my appt due to lack of experienced techs. I called the dealership and was told the service manager would call me back by 6 pm. I never received a call back and have no resolution. The lack of responsibility from both the dealer and ********************* is absolutely apalling. I am at my wits end.

  

  Business Response

  Date: 10/02/2024

  We spoke with Mr. ********* and his part has arrived.  He had already been scheduled for an appointment on 10/3/24 and will be bringing his vehicle in for repairs.  He has my direct contact information for any future concerns. 

• Initial Complaint

  Date:09/26/2024

  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.

  In July 2024 I spent $2700 for a 100k mile scheduled maintenance they advertised for a few hundred dollars. Their mechanics kept calling with additional issues, until they got to a broken dipstick that had to be replaced - an $80 part they charged $666.61 to fix. I knew that was a huge overcharge, but by that time they'd had my car for days and I just needed it back. When I picked up the car, the mechanic told me that the dipstick must have been broken by Grease Monkey when they did the prior oil change - and that I should go after Grease Monkey for the repair cost, because "Either they broke the dipstick during the oil change, or it was broken so they couldn't change the oil, and either way they should have told you."I called Grease Monkey, who said they changed the oil in November 2023- but that the next service was in January 2024 - at Larry Miller ****.Larry Miller ****** January 2024 invoice said that they: "Checked fluid levels and topped them off if needed." So Larry Miller **** said they checked the fluid levels in January and everything was fine, which was exactly what they said Grease Monkey did wrong - they either broke the dipstick themselves, or they didn't tell me it was broken when they said they checked the oil levels. But Larry Miller **** won't take responsibility for the exact thing they accused Grease Monkey of doing and wanted to offer me a couple of "free" oil changes. ***** addition, when I picked up my car in January, I noticed that the cover for the engine was dragging underneath the car - they didn't fasten the bolt. They wanted me to take the car back so they could fix it - but I wasn't going to drive with it hanging. A mobile service unit attached the engine cover with a plastic zip tie - I still need to take that back so they can fix their shoddy repair. When I called and asked them to adjust my bill to reflect the outrageous price for replacing the dipstick, they said it was Grease Monkeys fault. I want a bill adjustment.

  

  Business Response

  Date: 10/21/2024

  Hello, 

  In working with our Guest regarding the complaint, we were unable to have conclusive evidence on who was the responsible party for repair on the dipstick. Do to this and the overall dissatisfaction of the situation all around for our Guest, we have issued a reimbursement and restored faith in our establishment to service them in the future.
  
  *** Brand
  General Manager
  **********************************************************************************
  ************ (C)
  ***********************************

• Initial Complaint

  Date:09/26/2024

  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 just got a call from collections because a car I traded into **** H Miller of Orem never had the *** transferred to their name and got towed. I traded that car in about 6 years ago. ****** says that location is closed permanently.

  

  Business Response

  Date: 10/02/2024

  Good afternoon. We have received this complaint and will look into it Immediately to help find a resolution. The Larry H Miller Dealerships were sold in December of 2021, and we may need a little extra time to find an amicable solution. Please feel free to reach me at ************ with any questions.

  Customer Answer

  Date: 10/02/2024

   
  Better Business Bureau:

   

  I got in contact with someone who helped me.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****