Complaints

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:05/14/2025

  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.

  After purchasing a new **** Explorer from Miller Motor Sales in January 2025, I subsequently paid for a 7- year Blue Cruise option, which cost $2,632.23 charged to my **** Visa card by Miller Motor Sales on 4/11/25. I never received or used the service, as it did not work. Instead of honoring my numerous requests at two different **** dealerships, all I got was the runaround. I requested a refund from my salesman who took my payment, *** ******, who said he would issue a refund. Almost a week later, I contacted *** again to find out the status of my refund, and he told me that his manager ****** ******, told him that since **** already took the payment, I would have to contact **** directly to get a refund from them, and that it was my problem- not the car dealership! I contacted ****** and he confirmed what *** had told me, that I would not receive a refund unless **** refunded them first. He also agreed with me that this problem should not be passed on to their customer (me). They gave me a contact number to call, which proved to be incorrect and led to yet another runaround and automated phone loop dead end. When I spoke to ****** on 5/9/25, he said he would get back to me on Monday or Tuesday (5/13/25), but never did. I called him on 5/13/25 and left a voicemail message for him, but he did not return my call. I was clearly being mislead and blown off. I believe these deceptive practices amount to fraud. It was only after I requested refund that they told me I could bring my car in and leave it for at least 5 days to update the software to possibly make it work. I told them that this was unacceptable, as they had several chances to fix this problem and make it right, but instead chose to ignore me. At this point I simply want my refund which they told me I would receive. Thank you for your assistance..Sincerely,****** *********

  Business Response

  Date: 06/18/2025

  We sincerely apologize for the situation that caused Mr. *********** frustration and complaint.  I have attached an email chain between our sales manager, ****** ******, and multiple personnel at **** Motor Company that started on 5/9/2025 after the Mr. ********* stated he spoke with ******.  Contrary to Mr. *********** accusation, we were not giving him the runaround or blowing him off, we were in constant communication with **** Motor Company after his call with ******.  I have also attached a receipt of the refund for the amount requested by the customer ($2,632.23) dated 5/15/2025, so the customer has received his requested refund.  If you read through the entire email chain, you will notice that Miller Motors refunded the customer before we were refunded by **** ********************** Company.  We did this out of good faith to ensure the customer was taken care of, which is what we strive to do for all of our customers.  If you have any questions please contact me at **************.  -**** Miller