Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made an appointment to get maintenance on my vehicle. I scheduled the appointment online for the service and the price it gave me was $574.85. Upon drop off I was not advised there was going to be a price increase. I was informed there system was down and my car would be ready the same day towards the end of the day. Upon picking up the vehicle on 10/30/2024 I was told the price was $1,221.28 I immediately was surprised and explained online booking shows a different price. I explained I wanted to get this brought to management to get this corrected I explained I had a coupon I got online and they applied it to the total and brought it down to $1,159.12. I explained I was not counting on the amount and had to put it on my credit card. I was told I had to pay if I wanted to take my vehicle. I was told I can pay the amount owed meanwhile management looked into this issue. I had no choice but to pay it since I needed my car to drive out of state for my sisters wedding. I explained I was not happy and wanted management to call back. Multiple calls have been done to try to get the price match with no results. I am seeking reimbursement for the difference as I was not told the price would be different. I would like to settle this before taking this matter to court. It has been 3 months since then and I have been paying it off on my credit card while accumulating interest.

  

  Business response

  02/06/2025

  I have talked with Victor and have refunded him the difference.  He has informed me that he is happy with outcome. He had me mail him check, I informed him if he has any further question to reach out to me directly. 

  Customer response

  02/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22861241, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Victor Corona

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint Against Larry H. Miller Dodge – Brake Failure & Negligence I am filing this complaint against Larry H. Miller Dodge in Tucson for their failure to properly diagnose and repair a critical brake issue, resulting in damage to my vehicle and personal injury. I experienced brake failure while driving and had my vehicle towed via Dodge Roadside Assistance to Larry H. Miller Dodge. The dealership kept it for two days, but they could not replicate the issue or find a problem. I was told it was safe to drive and instructed to pick it up. A few days later, the brakes failed again at first causing me to back into my trailer and bend the tongue jack. The next day, the brakes failed again in a gas station parking lot, triggering multiple brake-related warning lights. About 30 minutes later, while driving in a residential neighborhood, the brakes failed again—the pedal went to the floor, and the vehicle began rolling uncontrollably before the brakes suddenly locked up, damaging the front right suspension and causing me physical injury. I had to pay out-of-pocket to tow the vehicle back to the dealership. Despite confirming the suspension damage, the dealership refuses to repair my vehicle or take responsibility. They previously suggested it could be a “software glitch” yet still returned the vehicle to me without identifying a definitive cause. Under A.R.S. § 44-1267 (Consumer Protection – Unsafe Vehicle Liability) and A.R.S. § 12-681 (Product Liability), a dealership can be held liable for failing to address a known safety issue that later results in further damage or injury. 49 U.S. Code § 30116 (FMVSS) also prohibits returning vehicles with unresolved safety defects. I am requesting: 1. Full compensation of my vehicle repairs at a more reputable Dodge Dealer. 2. Reimbursement for my towing expenses. 3. A written acknowledgment of their failure to diagnose the issue. If unresolved, I will escalate this to the Arizona Attorney General, NHTSA and local media.

  

  Business response

  01/28/2025

  
  
  
  Current damage to the truck has been caused by the right front shock reservoir that Mr. Coffee had installed on the frame of the truck by the use of a plastic zip tie (as seen in the pictures we sent him in the repair estimate), instead of the metal mounting bracket that the shock absorber comes with per the shock manufacturer's website. The zip tie broke, allowing the reservoir portion of the shock to swing down and interfere with the shock causing it to break in half. Mind you, the shock shaft is a steel part, roughly a 1/2" in diameter. No amount of hard braking a heavy duty truck like Mr. Coffee's would break a shock shaft in half.
  
  
  When this occurred, the broken half of the shock came in contact with the ABS speed sensor wiring and the hard metal brake line leading to the right front brake caliper. The wire is damaged enough, not physically broken, to cause the ABS light and traction control warning lights to come on. This also was recommended to be replaced, with pictures to verify sent to Mr. Coffee. The brake line was not ruptured, but as with the ABS speed sensor wiring, had enough impact done to it that we would recommend replacement. This also was verified with pictures sent to Mr. Coffee. Once the brake line is replaced, we recommend doing a complete brake fluid exchange to ensure the system has 100% new brake fluid.

  We have provided a fair quote to fix the damage caused by improper repairs at another location. Mr. Coffee denied those repairs and had the vehicle towed out of our location. We no longer have the truck and we are not responsible for any damage Mr. Coffee has caused to his truck. 
  
  

  
  

  Customer response

  01/29/2025

  
  Complaint: 22855378
  
  I am rejecting this response 
  
  Dear Better Business Bureau,
  
  
  I respectfully reject the response provided by Larry H. Miller Dodge regarding my complaint, in which they claim that a plastic zip tie was used incorrectly on my suspension, leading to the damage. Their assertion that the damage resulted from improper installation at another location is incorrect.
  
  
  The suspension on my vehicle, which they claim had zip ties, was already on the truck when I purchased it. I never saw any zip ties on my suspension, and I am only going off of Larry H. Miller Dodge’s word that zip ties were holding part of my suspension. Over the course of 40,000+ miles, I have had no issues with the suspension. In fact, I previously had this vehicle serviced by Larry H. Miller Dodge within the last year approximately six months to a year ago for suspension work. During that visit, they inspected the entire suspension, replaced a part, and never mentioned anything about zip ties. Since they worked directly on the suspension, they would have removed and reinstalled components, meaning that if a zip tie was present, they were the ones who put a new zip tie back in place. At no point was I made aware of any zip ties holding parts of my suspension.
  
  
  My brake failure occurred several weeks ago, prior to any suspension issues. When I first brought my truck to Larry H. Miller Dodge, they were unable to diagnose the cause of the brake failure despite a full inspection. They told me the vehicle was safe to drive and returned it to me. However, my brakes failed multiple times over the following days. The last time the brakes failed, the truck came to an extremely violent stop due to all the brakes locking up at once. This sudden and forceful stop, which was the fourth brake failure, caused the suspension to begin making noise. It is believed that this final, violent stop is what actually caused the suspension to break. The suspension did not cause the brakes to fail rather, the brake failure and repeated sudden stops led to the suspension damage.
  
  
  Additionally, I did not pick up my vehicle from Larry H. Miller Dodge to take it to another dealership. It was towed by Dodge’s roadside assistance, ensuring that no additional damage occurred during transport. The vehicle was towed because Larry H. Miller Dodge stated they were ceasing all further work on my vehicle, and I needed to consult with a legal professional.
  
  
  I also want to strongly reiterate that this vehicle should have never been released back to me after the first visit when they failed to diagnose the problem. At no point during that initial inspection did they mention any issues with the brakes or the suspension, and they allowed me to drive away with a vehicle that continued to experience brake failures. I drove the truck for several more days after they deemed it safe, during which time the brakes failed four additional times. Their own inspection at the first visit found no suspension damage nor could they find clearly present brake-related issues, which they failed to diagnose.
  
  
  When I brought the vehicle in the second time, numerous warning lights related to the brakes appeared on my dashboard. Had they correctly diagnosed the brake failure during the first visit, the brakes would not have failed again, and the suspension would have never been damaged. Furthermore, during a proper brake inspection, they would have had to remove the tires, check the rotors and brake pads, and at that point, they would have had full visibility of the suspension. If the suspension had already been damaged or improperly installed, they would have seen it then. This clearly indicates that the brakes caused the suspension failure, not the other way around since they mentioned nothing about zip ties or suspension the first time my truck was brought in. 
  
  
  Yesterday however, I received an email from Larry H. Miller Dodge claiming they would now be willing to fix the issue to resolve the matter amicably. However, I want to clarify that their statement regarding the cause of the damage is inaccurate. I stand by my position that the brake failure led to the suspension failure, not the other way around, and I have documentation to support this claim. If Larry Miller pays the other dealer for the damage and reimburses me for two of the three tows I paid for I will be willing to drop my numerous complaints and delete all reviews. 
  
  
  Thank you for your time and consideration.
  
  
  Sincerely,
  Steve Coffee
  Phone: ###-###-####
  Email: sjcoffee@yahoo.com
  
  
  
  

  

  Business response

  01/31/2025

  Hello!

  According to the email thread with the store and yourself, the vehicle will be brought back to our store today. The work on the suspension will begin asap, and in the meantime, we are happy to get you setup with a rental.

  If there is anything else you need during the repair, please feel free to reach out to David Green, the AVP in Arizona, at ###-###-####.

   

  Thank you. 

• Initial Complaint

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September 2023, I wrote to Larry Miller telling them to stop all junk mail sent to my house, to remove my contact details and address from their systems and not to share or sell my details. They did not stop. On May 13, 2024, I called Larry Miller to tell them again to leave me alone with their communications. Now, on January 24, 2025, they have sent me yet more of their junk mail. I don't want it! Why do they think it's okay not to respect my decision not to be contacted by them? If this complaint to the Better Business Bureau is unsuccessful, I will take my complaint to the New Mexico Attorney General's office.

  

  Business response

  01/28/2025

  Hello Kenneth,

  Please accept our apologies. We will reach out to all advertising/marketing parties we work with and have your information removed. You will no longer receive correspondence from us. 

   

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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

  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 response

  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

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  01/20/2025

  To whom it may concern. 

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

  Thanks,

  **** ***** general manager

  Customer response

  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

  01/07/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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

  12/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 6th of 2024 my wife and I went to purchase a 2024 Hyundai Venue limited in Blue/white. At the time they told us that they would have to mail us the license plate when ready and we just needed to fill out some minor forms allowing this. We paid roughly $28,000 for the car and drove it back to El Paso texas. We went home and heard nothing until we contacted them on August 9th via email requesting an update or new temporary plates. We received another temporary plate and were told to continue to wait. Again in September our license plate expired and once again we got a new temporary plate and was told to wait longer. Again in October our license plate expired and once again we got a new temporary plate and was told to wait longer. We again asked what the status of the real license plate was but was told they would be sent to our local DMV at El Paso TX and to wait. Again in November our license plate expired and now we have attempted to call them and email them three times on three different days but have not been contacted. We are still awaiting our plates and do not have a temporary plate to use so we cannot drive the car.

  

  Business response

  01/06/2025

  Hello!
  
  Thank you for reaching out. This BBB portal encompasses all Larry H. Miller Dealership locations. If you could provide the name or address of the specific location you are working with, I will be happy to make sure your complaint gets where it needs to go!

*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. ↩