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:08/29/2024

  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.

  We had done a trade in with the Larrry HMiller Jeep on Havana. Bought a pre-certified 2019 Tiguan that had some paint chips on the tailgate of the car part of the agreement was that they were going to fix it and fill up the tank of gas. We were told they were going to let us know when they were going to have the right guy for the job and were going to fill up the tank at that time as well since they forgot. Fast forward we never got a call and decided to call myself and was told to bring my car in. Aug. 5th 24 I took my car to the dealership with no issues no check engine light and no curb rash on my tires. No calls were given to me to get an update on my car for going onto 3 weeks. I had been calling multiple times and seem to not ever get an answer. Finally on Aug. 23rd I got ahold of a my original salesman that sold the car he said he called which was Aug. 21st so i checked he did but left no voicemail or caller id to indicate it was the dealership. Anyways he said the car was ready and being detailed and gas was being filled. Aug.24th I went there to pick up my car and the detail was terrible dirt covered the driver seat (I have white interior), there was curb rash on all 4 of my tires, I was in midst of turning it on - it barely wanted to start there was a check engine light on as well, and the paint job that it came in for was done poorly there was dirt inside the paint looked very unprofessionally done. I left it with dealership that day to figure what happened to my car in the last couple of weeks that my car came back to me with problems then how I left it. I haven’t received any calls the next day as promised so I called Aug.26th no one answers any of the phones I called all department got nothing. I called the Aug.27th,i got ahold of the body shop, was told that it came back to the body shop- is sitting in the back untouched. So I’ve been trying to get ahold of a general manager to no avail. I came in person ask to speak to a manager that also to avail

  

  Business Response

  Date: 08/31/2024

  I have reached out to guest and provided my direct contact information.  We are resolving his concerns and will be meeting Tuesday of next week to complete a walk around of his vehicle to ensure he is completely satisfied.

   

   

• Initial Complaint

  Date:08/27/2024

  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 took my car to two other garages to replace my steering rack and they failed, so I took it to my local Dodge Dealership, figuring they could do the job correctly.They changed out the steering rack and resolved the steering issue that the other shops wouldn't fix, but introduced a bad audible/visible steering wheel vibration at a full stop, every stop.I took it back to them right away and they said they would look into it. I showed 2 separate people what it was and how to replicate it. Everyone I've spoken to about this since, including today, has verbally abused me over the phone and called me a liar because I'm not an accredited technician. Doesn't matter what I am or am not, I own the car and know that it never did that until they worked on it.I contacted the General Manager of this location and he was just as verbally abusive as everyone else, if not moreso. They are speaking to me as if I am a liar and too stupid to understand what is and is not happening to my car, and flat out refusing to take any responsibility for what anyone else on this planet can clearly tell that they caused. Adamant in their resolve to misunderstand everything I say to them, in hopes to ***** their responsibility.I don't want any other contact from this dealership aside from them telling me that they fixed the issue, admitting that they caused it, (because they did), and apologizing for their abusive behavior towards a customer, because every single time they've communicated with me over the phone, they've sone just that, been verbally abusive and completely standoffish.

  

  Business Response

  Date: 08/30/2024

  Hello!
  
  My name is ***** Service, and I act as a **************** Operator of sorts, and it's my job to get you in touch with the party best suited to assist you.
  
  This BBB portal encompasses all Larry H. Miller locations, and your initial complaint does not mention which specific location you are working with. If you could please provide the name or address of the location that you are working with, I can then get the ball rolling!
  
  
  Thank you.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22204699
  
  I am rejecting this response because: it seems the only way to respond to the message I received for further information without closing the complaint.

  It's the Larry H. Miller Chrysler Jeep Dodge Ram Albuquerque at ******************************************

  I have an addition to the complaint also. After I took it back to address this steering wheel vibration, they had it for a long while, made an insurance adjuster come out again to review everything unrelated they claim is causing this vibration, (is if they just refuse to understand what I'm explaining to them about it), and after I was able to speak to the tech that did the work and the general manager again, (both horrible conversations), the tech told me he would look at only 2 bolts that could be the problem.

  I finally get the car back, now in addition to the steering wheel still vibrating, the front end clunks, so it seems like they just damaged my car to punish me for ever thinking they could do anything wrong, and making my car dangerous to drive, in addition to likely making me have to spend more to fix whatever they did, instead of them taking any responsibility and even making any attempt to resolve the issue.

  I have dental and medical appointments that this entire debacle is preventing me from doing, all because they want to act horribly towards me for whatever reason they think they have to do so. They seem to do this to many other people as well. Anyone who knows anything about their vehicles they treat this way and damage their vehicles further and lie and treat like garbage, so it seems to be how they run their business.

  They will tell you that the only thing they did was offer of alternate solutions. I don't want alternate solutions, that are going to require thousands of dollars more to fix what was clearly broke, and called me a liar for. I want what was caused resolved, especially this new clunking in my front end now. Loosening up suspension or steering parts should be a crime in itself. If it calls apart while driving, then who knows what could happen during an accident caused by this.

  General manager calling me a liar, about a car I own, like he knows anything about my vehicle to be able to argue anything with me about it, then after I fully explain to him what my concern is, he goes "are ya done?". Excuse me? What did I do to offend everyone there? The only thing I did was point out something new that was occurring after they did the work.

  I don't know what I want as resolution now, since they escalated their mistreatment, and further caused issue with my vehicle. Maybe my money back, a real apology, and them to reform how they treat paying customers, or to replace everyone who participated in such horrible acts would be a start.

  
  Sincerely,
  
  **** *. Quick III

  

  Business Response

  Date: 09/05/2024

   

   

  Good afternoon, from the data that I have gathered, this vehicle was in an accident prior to us performing the work. Which, is the reason an estimator that specializes in that realm of the automotive industry came back out to assess the vehicle. It was determined that the vehicle needed motor mounts. As the guest states we resolved the steering issues that the other garages were unable. If the guest would like to have the motor mounts done at our cost I am more than happy to do so. As far as the treatment of the guest, if it's anywhere near explained in the original complaint I sincerely apologize and assure you that we will continue to coach and train everyone in our stores to treat everyone with the utmost respect and accommodation. As far as the claims of altering the vehicle to make it dangerous, our employees and staff would never do such a thing. If the guests needs to reach out to me for clarification or anything I am more than willing to assist. 

  -***** B

  AVP *****************

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22204699
  
  I am rejecting this response because:
  
  

  Car is still being repaired so I don't know the end result yet, but was instructed that the complaint needed a response from me either way, and I really can't go ahead and say everything is the way it needs to be without fully knowing.

   

  i will say that so far everyone involved definitely seems to be fully willing to help resolve this as best they can. Hopefully will have the car back soon and can complete the complaint process fully.

  Sincerely,
  
  **** *. Quick Iii

  

  Business Response

  Date: 09/25/2024

   

  I have been in constant contact with the guest. They are picking their car up today, we are fixing repairs that we have done in the past and some that were not caused or related to our work. We are incurring those expenses based on previous inconveniences. Thank you

  Customer Answer

  Date: 10/01/2024

   
  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.

  ***** really helped me resolve any issues I had with the dealership, and the team I worked with at the dealership itself treated me and the situation with the utmost of respect and diligence. Thank you for making this right.

  Were still working on the steering wheel vibration issue, but may have a solution.

  
  Sincerely,
  
  **** *. Quick Iii

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22204699
  
  I am rejecting this response because:

  Well, I picked up the car and the steering wheel vibration is still there, even after 3 of the 4 mounts were replaced. To my surprise, the top mount was actually in backwards and I needed to turn it around myself.

  
  

  The steering still feels loose, or like it slightly wants to do what it wants to do instead of being tight like it was before all this began.

  
  

  The 4th motor mount, the one at the back of the motor on the transmission, felt like it broke on my 2nd drive after I got the car back and now vibrates/rumbles when I drive over bumpy surfaces.

  
  

  And in addition to those things, my A/C no longer works. It worked when I took it in to them the last time, because I turned it on right in front of the guy that worked with me the whole time to show him that turning on the A/C made the vibration worse.

  
  

  At this point, the 4th mount needs to be replaced, the A/C needs to be fixed, and the steering needs to be checked again. Seems like it needs an actual new rack instead of reman ones, like they told me they put in twice.

  
  

  I do not understand why they can't just fix what needs to be fixed there without breaking other things. Every single time I've given the car to them so far it's come back with some other problem or something else broken.

  
  

  Hoping ***** can help remedy this. Perhaps have me take the car to a place that can just do the work without causing more issues. After this, there's really nothing else that can be done, because everything in the front end would've been dealt with. All this over what was supposed to be a simple steering rack replacement.

  
  

  
  
  Sincerely,
  
  **** *. Quick Iii

  

  Business Response

  Date: 10/21/2024

  We did all we could within reason to assist the guest. We've already done over $1,500 in repairs to satisfy the guest. The guests vehicle is 20 years old with over ******* miles. Unfortunately vehicles at that age and mileage are likely to have issues. These issues were not caused by us. 

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22204699
  
  I am rejecting this response because:

  I think that the fact that from what I gather from the paperwork I've received after the last work done that you had to replace the steering rack two additional times because the rack that was installed by you was faulty, twice, says something.

  The steering wheel vibration began after Dodge worked on my car the first time, and every time I brought it in to have the new issues fixed, (because my car did not have these problems before I brought it to this service center), then the last time I get the car back, my air conditioning no longer works, when it worked in front of the service advisor.

  Everyone tried to gaslight me into believing that "it was like that when you brought it in". No, it wasn't. How someone who doesn't know me or my car can presume to tell me the know more about my car is pretty ridiculous.

  Those issues were not caused by me, and you can not just explain them away by saying "well, the car is old", instead of making the dealership assume the responsibility for keeping breaking things in my car. That's why I keep bringing it back. Unless you want to state that this is how business is done at this dealership.

  And according to the receipt given to me for the mounts being done, it was less than $700. The 2 other steering rack replacement are due to that shop installing a faulty rack, twice, and the steering is still loose, (and not play, loose around turns and I have to correct when going straight).

  I should've let you install the rear motor mount also, but due to that dealerships verbally abusive accusations towards me, I felt like I was asking too much.

  like I told the service advisor, and messaged *****, I would like the rear mount replaced, (because if it's not it's just going to ruin the mounts you installed), and I want my a/c working again, like it was when I gave the car to them. As for the steering rack, if that one is found faulty also, then I guess that will be a different matter.

  The state ** is already aware of this situation, from the first time everyone at that dealership became abusive and started causing issues in the first place, and he was interested in the fact that every time I got it back, it had more issues, and even more so now, and I'm being told what, that I just have to deal with the fact that this dealership does this and is defended in this practice?

  Once the rear motor mount is replaced and my a/c works as it did when I gave it to you last time, you will no longer hear from me about this. However, if it's given back with more issues again, then I'll be notifying the ** and he can do whatever it would be that he would do about it, and this complaint will always be visible so people understand what it is they will be getting themselves into should they choose to bring their vehicle to this establishment.

  It really is a shame that I couldn't just trust this business to just make the one repair that was necessary from the beginning, or address the vibration that started when they did the work, instead of how it was actually dealt with. It didn't vibrate like that the entire time I owned it, and now I'm forced to deal with a vibrating steering wheel, and a broken air conditioner.

  
  Sincerely,
  
  **** *. Quick III

• Initial Complaint

  Date:08/26/2024

  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.

  On August 22 2024 Ihad my Hyundai Tuscon towed to Larry H. Miller Hyundai on Coors. The dealership called me at around 4:30 on the 22nd and asked me what was wrong with my car. I explained and the service worker said there was only a few cars ahead of me. The service attendant said he could hopefully get it in Friday. I called Friday afternoon only to be told my car was never dropped off. I said it was and I spoke with an attendant Thursday. I was simply transfered to a dead number. This happened over 8 times. I called the tow company, went to the dealership and found my car unlocked. I went to the service department and explained my car was in fact there. They apoligized and said they get to it. I called Monday the 26th and keep being sent to dead numbers. I have left messages about my car but no one has ever gotten back to me. I have no idea what is wrong , when I will get my car back or even if it's been entered into their system. Stopping in person got me nothing and the service manager Joshua gave me his card and his voicemail is full. I have no idea what to do, I have no idea how long I'll have to keep borrowing a car or getting lift places.
  The service department is open Monday-Saturday and I didn't get contacted on Saturday. I'd like my car towed someplace else but already paid 125 dollars to have it get lost there. I'd like for them to tow it to the other dealership on Lomas, pay me back for my tow or they can pay it to be towed to another agreed location.
  They simply ghost me and at this point. I'm not sure if they have damaged my car or what they did to it. Please help. I need to be able to get to work.
  My car was there aroung July 6th of this year. They charged me 3 times the amount for a part and I had to show them that's not how much it was. I got an excuse and they adjusted the amount.

  

  Business Response

  Date: 09/04/2024

  Hello!
  
  I have communication from the Dealership indicating that the vehicle in question has been picked up on Monday the 30th. 

  Please feel free to reach out to the dealership directly if you have additional questions or concerns.

   

  Thank you. 

• Initial Complaint

  Date:08/26/2024

  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.

  Had a terrible experience this week. I bought my car 4 years ago and I love my can. I have had no issues. Until last week, when my car sensor went out. So I called to make an appointment. Was told it would be free to check what was wrong. I got it there, and they looked at it and said the warranty company rejected the replacement of the sensor even though it's still under warranty. They refused to show me proof of the rejection and now the service department is charging me $180 because the warranty company "rejected it" it's going to be $1000 dollars to fix the sensor you'd think if you bought a $30,000 car and a $6,000 warranty that this would be covered. I will never come back. which sucks because I was about to buy a honda pilot for my wife
  Don't recommend you come here very bait and swich. I just want them to do the job and have them or the warranty company pay for it

  

  Business Response

  Date: 08/30/2024

  Hello!

  My name is Avery
  Service, and I act as a Customer Service Operator of sorts, and it's my job to
  get you in touch with the party best suited to assist you.
  
  This BBB portal
  encompasses all Larry H. Miller locations, and your initial complaint does not
  mention which specific location you are working with. If you could please
  provide the name or address of the location that you are working with, I can
  then get the ball rolling!
  
  
  Thank you.

  Customer Answer

  Date: 09/04/2024

   
  
  Complaint: 22195150
  
  
  
  I am rejecting this response because:
  
  It was the murry location in utah 
  
  Sincerely,
  
  
  
  Stephen Anderson

  

  Business Response

  Date: 09/06/2024

  Hi Stephen!

  I am really sorry about this but I've got hits for your name at all three of our locations in Murray. Do you know if you are dealing with the Lexus, Toyota, or Honda location by chance?

   

  Thank you!

• Initial Complaint

  Date:08/22/2024

  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.

  We brought our 2012 ****** Prius to the service department, to repair a tire that was repeatedly going flat. Part of the service, listed on the invoice, included tire rotation.The technician patched the tire during the service. Two weeks later, our tire pressure warning light came on. We had the following tire pressure: Left front: 35psi (OK) Left rear: 33psi (OK) Right front: 24 psi (VERY LOW) Right rear: 37 psi (HIGH)If the service included tire rotation (or even a check) why did the technician fill the right rear tire to 37 psi? According to ******, the right rear tire of a Prius should only be filled to 33 psi. (and the front to 35 psi) Since the dealer is a licensed repair facility, they should know and abide by the recommendation.If they checked the tires, why weren't each pair of front and rear tires at the same pressure?This is a service issue... but more importantly, a safety and performance issue. A severe imbalance of tire pressure can cause problems with the vehicle or accidents.========================Separate from this issue, the service department recommended roughly $2,000 in additional repairs. Referring to the repair recommendations, $1,500 of the items were recommended at ******* miles. Our car has ****** miles. They additionally charged $175 to remove wheel locks from the vehicle.Recommend downgrading the dealership from an A+ rating. We can provide an invoice if required... e-mail us if you want or need it for resolution.

  

  Business Response

  Date: 08/30/2024

  Hello!
  
  My name is ***** Service, and I act as a **************** Operator of sorts, and it's my job to get you in touch with the party best suited to assist you.
  
  This BBB portal encompasses all Larry H. Miller locations, and your initial complaint does not mention which specific location you are working with. If you could please provide the name or address of the location that you are working with, I can then get the ball rolling!
  
  
  Thank you.

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22179937
  

  Per your request, the complaint was made against the Larry H. Miller ****** Albuquerque,located at ******************************************
  

  Note that since the complaint was opened, the tire pressure warning appeared again for the passenger side front tire. (front right side of car) The pressure this time was 24psi.

  We have had two low pressure events in 3 weeks since the service. This is about the same frequency I noticed before bringing our car to the dealer for service, so it's likely that the repair was not successful.

  Sincerely,
  ***** S

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22179937
  

  For reference, this complaint is associated with invoice # *******, Larry H Miller American ****** Albuquerque. Service Advisor of record *******, ****** ********.
  

  We got another low tire pressure warning today (9/5/24) Right front tire pressure was 24.5 psi, with ***** on the odometer. That comes to a total of 3 low tire warnings for the right front tire since the service date of 8/9/24.
  

  Sincerely,
  
  ***** S

  

  Business Response

  Date: 09/06/2024

  Hello ***** S,

  We have cross referenced the information you have provided us but have been unable to locate your service history. It definitely sounds like we need to look at the tire in question, and if necessary, conduct a second repair. The $175 charge to remove wheel locks sounds like an hour of labor to remove locks when there isn't a key present to remove them. Please let me know if this was the case. We do recommend services and maintenance based on a time or mileage interval. ********** is a dry, arid climate that may cause certain components to wear over a certain time period rather than the miles driven. An 11-year-old vehicle may show signs of needed repair based on age and driving conditions. If we did not properly communicate that then please let me extend our sincere apologies. Please contact me at your earliest convenience so that we can set an appointment to have your tires looked at and repaired if necessary.  

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

  General Manager

  LHM Amercian Toyota

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

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22179937
  
  I am rejecting this response because: it doesn't actually address any of my concerns. The only offer made by the service manager was to look at the car again, and make additional repairs "if necessary". The offer is basically for another service visit, with all the associated costs to us, the vehicle owners.
  
  ***** S

  

  Business Response

  Date: 09/17/2024

  Hello *****,
  
  Thank you for your continued patience as we address your concerns. Your safety and satisfaction are our top priorities, and we want to ensure you feel fully supported throughout this process.
  
  Regarding the issue with your tire, we stand by the quality of our work and want to emphasize that we are committed to resolving any potential issues with your vehicle. As mentioned earlier, we would like to invite you back to our service department to inspect and, if necessary, repair the tire in question at no cost to you. Our goal is to ensure that the original repair was done properly and that your vehicle is in safe operating condition. This will be done with the utmost priority, as your safety is of the highest importance to us.
  
  In regard to the $175 charge for removing the wheel locks, we believe that the hour of labor was both fair and justified given the complexity of the task. We understand that this may have come as an unexpected cost, and we regret any inconvenience it may have caused. However, based on the work involved, we believe this charge accurately reflects the service provided.
  
  We hope this clears up the concerns you've raised and reiterates our dedication to resolving the situation. Please feel free to reach out to us directly to schedule a time for the tire inspection, and we will do our best to make this process as smooth as possible for you.
  
  
  Best regards,
  
  ****** ********
  General Manager
  ************ ******
  **************

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22179937
  
  I am rejecting this response because:

  1. "Regarding the issue with your tire, we stand by the quality of our work and want to emphasize that we are committed to resolving any potential issues with your vehicle. As mentioned earlier, we would like to invite you back to our service department to inspect and, if necessary, repair the tire in question at no cost to you."

  Please review the complaint history: this is the first time you have offered to inspect and repair the tire at no cost. When I contacted the repair department a few weeks ago, the service tech also did not mention that inspection and repair would be without charge... she referred me to a parts desk for a quote (who did not answer their phone)

  Bottom line: I don't want to risk another failed repair, and I don't want to refill both passenger side tires every week and a half. Since it's taken so long, I've ordered new tires from another company. It's less risky than going back to your service department.
  

  2. "In regard to the $175 charge for removing the wheel locks, we believe that the hour of labor was both fair and justified given the complexity of the task."
  

  The task in question was replacing the *******branded locking nuts. This involves funding the attachment (trunk compartment, with our spare tire) or using one of your own. (you're a ****** dealer, and should have them) Then, you remove the nuts and replace them with non-locking nuts. That task takes 1 hour? You consider it complex? I think your service department rounds up... so a task that takes an experienced tech less than half an hour becomes an hour of labor.
  

  Sincerely,
  
  ***** S

  

  Business Response

  Date: 09/25/2024

  Hello,
  
  I apologize if previous communications werent clear. However, as weve mentioned, any necessary corrections to prior work are done at no additional cost, as we stand firmly behind the quality of our service and always aim to ensure everything is completed to a high professional standard. Im also sorry to hear that you disagree with the pricing of our labor.
  
  At this point, it seems that no specific resolution is being sought through this medium. We would be happy to discuss concrete solutions, but since you have already replaced your tires and mentioned you no longer wish to continue business with us, we would suggest to the BBB that this matter be closed.
  
  I understand your frustrations and wish the outcome had been different, ideally resulting in a more positive resolution. We sincerely thank you for bringing this to our attention, and we wish you the best moving forward.
  
  
  Best regards,
  
  ****** ********
  General Manager
  ************ ******
  **************

• Initial Complaint

  Date:08/22/2024

  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 had five instances of concerning and/or negligent behavior from the service department at Larry H. Miller VW in ********, ********. on two instances I have gone in for regular oil change services and while they drained the oil they did not replace it. The most recent instance being 08/20/24. On three occasions I have asked for tire rotations, I marked my tires, and none of the tires were ever rotated. On an occasion in February of 2024 I went in for regular oil service and a battery change and during that service the underside of the car (the skid plate or belly plate as it is called) was not properly secured to the car. Only 2 screws were used to attach it when it requires far more. The underside of the car came off the day after the service when my wife and I were heading across country. The drop of the skid plate pushed us off the road, luckily only into a grassy median. We had to re attach it using headphone wires until we could get to a grease monkey in **** to provide anything they had. We ultimately had to return early from our trip because we needed a full replacement of the skid plate. This dealership on two instances failed to complete oil changes I paid for, on three instances did not provide services I requested (the tire rotations), and on one instance were so negligent it put me and my wife in serious jeopardy from a safety perspective. The most the service manager offered me was the refund for the oil change and a future free oil change. The oil change that was "Free" was the most recent one where the oil was drained by not replaced. I feel disgusting every time I have to go into this dealership and will never return. I am seeking remedy for the inconvenience to our time, our money, and at one point our safety. When we have to take our car in, our wife has to drop hourly work so that we can leave the car. These inconveniences of having to go back into the dealership for their mistakes cause us issues that extend beyond the car.

  

  Business Response

  Date: 08/22/2024

  Thank you for taking the time to share your experience. We sincerely apologize for the repeated issues you have encountered and the distress this has caused. The safety and satisfaction of our customers are top priorities, and it is concerning to hear about these lapses in service.

  
  We understand the impact these incidents have had on your time, finances, and peace of mind, and we regret that our previous attempts to make it right have not met your expectations.

  
  Please feel free to reach out directly if there is anything specific you would like to discuss. Thank you again for bringing this to our attention.

• Initial Complaint

  Date:08/18/2024

  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.

  Purchased a 2024 Jeep Compass March 2024 , was to include cargo bars for the roof rack, item was not in stock so were order, to be delivered the following Monday ,and took 2 weeks for delivery , first order was missed and then had to reorder again.. I finally had to call to check on status 2weeks later they came in and were wrong item, was the roof rack only no cargo bars. I returned them spoke to ******* in parts and his asst ******* the excuse of no cash in drawer and would be later that day for refund this went on until mid **** being told a check request was submitted and would take 7-10 business days to arrive by mail. I then contact My sales person *****, was assured the request was never made and He personally sent it in and will be 7-10 days again, waited until July 1 still no check. I then reached out to ***** the ** was given the same answer and an excuse of a cyber-attack had delayed his request, he would get it going and call Me back the next day, still no call and no refund check. I also sent an email to the ***************** and no response back in early Aug. 2024. I am very frustrated with this Company and don't see how they are an A rated business and lack of professionalism .

  

  Business Response

  Date: 08/19/2024

  We did agree to reimburse the guest, who is *************************************, a refund of $305.00.  There was a delay and the guest should have received it as of today.  I have left both *** and ******** a message and submitted for another check to be issued and they should see it between 7-14 days.  I have left a message for both *** and ******** and will continue to follow up.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22160339
  
  I have had a conversation  with the ** ,and was told the check request was sent *** should arrive in 7-14 days ,so we will see,as this has been told to Me previous ,lets hope they follow thru this time.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/15/2024

  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.

  Had tone wheel break in my 2014 Ram 1500 Ecodiesel in December 2022. Had it fixes by lhm riverdale in April 2023 after finally having the part. Then in June 2023 a recall was issues for that part. Since then, I have been trying to get a reimbursement for the repair done and continually ignore my request for help.

  

  Business Response

  Date: 08/19/2024

  Thank you for bringing this matter to our attention, and we
  apologize for any frustration this has caused.
  
  The process for obtaining reimbursement for repairs related to a
  recall, as outlined by Stellantis, involves submitting your reimbursement
  request directly through their platform at ******************************.
  Once the required documents are submitted, Stellantis typically processes the
  request within 60 days. We are aware that our service manager has been in
  contact with Stellantis on your behalf regarding your reimbursement, but they
  have yet to provide a definitive response on whether your claim will be
  honored.
  
  We recommend ensuring that all required documents have been
  submitted to Stellantis via their online portal to avoid any further delays. We
  will continue to monitor the situation and follow up with Stellantis to ensure
  that your claim is addressed appropriately.
  
  We appreciate your patience and are committed to supporting you
  through this process. If you have any additional concerns or need further
  assistance, please don’t hesitate to reach out to us directly.
  
  Sincerely,
  
  - Erik J******** General Manager, ***** ********

  

  Business Response

  Date: 09/04/2024

  Hello!

  The situation is being process by Stellantis as a whole, and there can be no movement until we receive communication from them.

  It is my recommendation to close the current complaint, as responses from Stellantis can take up to 60 days as stated in the dealership's previous response, and if you have issues with communication in the future, you may feel free to open a new complaint at that time.

  We appreciate your patience and want you to know that we will be sure to get this taken care of as soon as Stellantis gets back to us.

  Customer Answer

  Date: 09/04/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22150492, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Cody Zumbrennen

• Initial Complaint

  Date:08/13/2024

  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.

  December 3rd of 2023 we traded in a VW Tiguan for a 2023 Atlas. Keep in mind, this vehicle was not brand new when I bought it, but certified pre-owned. However the salesman lied about this too at the time of purchase. This was the biggest mistake I would make. This atlas has faulty brakes, that grind and squeal when stopping. An emergency braking system that fails when engaged, overall a vehicle we don't feel safe in. I have taken this car to the service department where the service technicians agree there is a problem however there is no fix. I did attempt a lemon law, lawsuit where VW said we have to take them to court. Unfortunately I don't have the retainer fees for court. We asked them to settle outside of court and they refused. I then got the vehicle appraised to see if trading it in was an option, because at this point I can't keep driving it, I am pregnant with two young kids. Unfortunately the car appraised for $25,000 and I owe well over $51,000. I am not sure how VW even lended to me on a loan of more than 200% loan to value. Now I'm stuck and there is no way out. Unfortunately due to this unsafe vehicle I have requested a voluntary repossession- or surrender of the vehicle. I have never missed a payment and loved the car other than the safety issues. For ********** to not take it seriously, to say there is no issue. Absolutely appalled that a company can do this.

  

  Business Response

  Date: 08/19/2024

  I spoke with ********************* and expressed my willingness to help her not have to voluntary surrender her car and discussed her options.  

  Option 1:  Bring her vehicle in to ensure it is safe to drive.  The emergency brake system needs to be checked and fixed if needed.  I also offered to install a set of aftermarket pads to eliminate the grinding noise she is experiencing while braking.  

  Option 2:  I will reach out to vw on her behalf to see if we can provide assistance in the buy back process or with trade in assistance.  

  Option 3:  I can also help her by trading her out.  I would be willing to help out by offering a higher trade value that other dealers since she is my customer and I will work to help remedy these issues.  

   

  We can try 1 or all 3 of these to best assist them.  ********************* will discuss with her husband to see which they would like to pursue.  

   

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

• Initial Complaint

  Date:08/13/2024

  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.

  Dodge RAM 2019 was looked at in ************ advisor stated rear window covered by extended RAM warranty. No charge. Complete replacement of rear glass which will fix sliding glass jam. This was in 05/2024. Advisor stated 2 months for glass. I check in 2 months later and service advisor stated *** is not doing that warranty anymore. During this whole time i got no call backs from service advisor, i even left sticky notes at his desk and not contact. 2 months late i got to speak with Service Manager ************************* and ****** stated same thing. But my vehicle was brought in before they pulled warranty. This dealership should still be responsible for the replacement. I know it's not their fault that RAM pulled warranty, but this dealership should be fighting for the individuals they made wait and stated it would be replaced 100%. Now they want me to pay $371 out my pocket to fix it per service manager ******* and his assistant ******. I believe the dealership should eat the whole bill and take it up with RAM.

  

  Business Response

  Date: 08/19/2024

  Hello, we will be reaching out to this guest to cover the cost of the replacement ASAP.  

  Customer Answer

  Date: 08/20/2024

   
  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. They have reached out to me and my appointment is 08/22/2024 and they have stated all cost will be covered by dealership.
  
  Sincerely,
  
  ******************************